ComplaintsforDHI Roofing

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roofing, gutter and siding damage occurred to my home during a storm in March 2023. DHI was canvassing the neighborhood and I agreed to their inspecting the roof. After the Insurance Adjuster checked things out, it was determined the roof needed to be replaced as well as gutters and some pieces of the siding. I agreed to have DHI do the work. Regarding the siding, if the siding pieces could not be matched, an alternative would be considered (i.e., replacement of all the siding). DHI could not find a match to the current siding and was to contact the Insurance Adjuster concerning the total replacement of the siding. This holdup on siding replacement has been going on since June or July of 2023. The roof was replaced in June 2023 (that portion of the claim has been paid). However, the siding and gutters have not been replaced. I have spoken to the Company representative on numerous occasions but still no resolution. After speaking with my insurance company on March 11, 2024, 12'noon, I found that they have no record of any contact from DHI regarding the completion of the siding. I need the siding replaced OR at least the damaged pieces and the sample DHI cut from the current siding replaced right away. Your assistance is appreciated.

  

  Business response

  03/25/2024

  Hello,
  
  Thank you for leaving us your feedback - it appears there may be a slight misunderstanding in your issue in that your siding was not approved by your insurance and we are continuing to work with them at this time. Your project manager should be in close touch with you on this. If you have not heard from your project manager please let us know. Thank you.

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roof, siding and gutter damage from the August 2020 derecho. DHI was hired to perform repairs and completed these over a period of 9 months completing in spring of 2022. Total cost for siding and gutters was $32,906.12 paid in February 2022. Shortly after completion of gutter replacement we found significant issues with the installation as evidenced by significant over-run of water into our landscape, causing erosion in our backyard. We attempted to contact DHI via phone, email, text, and facebook messaging in spring 2022. This included attempts to contact their parent company, Accord Group. We discontinued our attempts in April 2023. We have never received a response in that entire period of time. Because we received no response we hired another company to inspect our gutters to determine the extent of problems, which were varied. In order to prevent damage to our home and continued landscape damage we hired them to make repairs which included replacement of one entire side of our house and all the gutter toppers. Problems discovered included incorrect gutter topper attachment methods (wrong screws), incorrect gutter topper type for certain areas of the roof, no end caps on toppers, bent gutter corners, and lack of drop to downspouts. Total repair/replacement costs were $2975.00. Our desired outcome is reimbursement for our costs to repair/replacement the gutters.

  Customer response

  05/08/2023

  Response to request for clarification:

  Yes, we would like the amount we paid for the gutters to be reimbursed to us by DHI Roofing.

  Thank you.

  

  Business response

  05/09/2023

  ****** thank you for reaching out to us. We are so sorry to hear that you have had an unfortunate experience trying to stay in communication with us. We want you to know we poured through our files and have not identified prior communication with you in regards to these repairs you were seeking. Was there a specific individual you were reaching out to that we can confirm this with? One of our warranty managers will be reaching out to you shortly to discuss your complaint. 

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our roof repaired in 2021. Right off the bat after signing paperwork with DHI things seemed “off” and scammy. They wanted to talk directly to my insurance company; they wanted all paperwork on the claim sent to them, which was not only for the roof but other repairs to our home that I did not feel was necessary for DHI to have as they were only doing the roof. We made 2 large check payments and didn’t hear anything else for 2 years. Fast forward to 2 years later, they are now telling me that due to my file being “mishandled, assuming either during a structural change or system change over the last couple years” they only received 1 payment, they reached out to homeowners insurance to get copies of all parts of my claim, NOT just the roof portion and 2 years later are adding an additional cost for “hauling load” that was not on the original payment due amount he just sent a day before. Issues- not having a record of both of my payments and even if there was an amount left to pay, why did this take 2 years, then 2 years later adding a charge that previously was not added, and all with the fact that I was blatantly told that my file was mishandled and didn’t have all the information.

  

  Business response

  05/04/2023

  Hello ******, thank you for sending in your feedback and sharing your experience. We have discussed your project with the team working on your file - and we understand there have been several instances of communication sent between you and our team recently in regards to your missing payment. We are sincerely sorry for your experience working with us and are to the best of our ability trying to rectify this issue. We take complete ownership for the duration of time it has taken for us to get a hold of your file and reach out to you since we had completed work on your home. Unfortunately at this time we can only see two options of moving this case to a resolution. The first is in order to confirm that you sent in your second payment - we ask that you share documentation on your end that shows this was sent to us as we have poured through our files, systems, and deposit history and are not finding this payment. The second option we see to resolve this case would be for the second payment to be made towards us in the event that this was actually not paid. We appreciate your genuine understanding and patience as we work to resolve your case.

  Customer response

  05/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  Complaint: ********
  I am rejecting this response because: This response from the business does not bring up the fact that they changed an invoice amount dated April 24, 2023 on May 2, 2023, increasing the total amount by almost $400. How does a business decide 2 years later that they are adding a fee that wasn’t previously added? As far as the second payment I have spoke on, I am in the process of ATTEMPTING to get a copy of the check, as my bank only keeps copies of checks for 18 months, and DHI conveniently decided to follow up with this job 20 months later. The invoice amount changing by almost $400 is something that I will not back down from, as this was decided on AFTER initially sending me the invoice for this year. 
  Regards,
  ****** ****

  

  Business response

  05/08/2023

  ******,
  The discrepancy you are noting was a clerical error on our end that was corrected on the same day. This error was clerical on our part but was caught within 24 hours as you noticed. The corrected open balance matches your insurance paperwork. With regards to locating the second payment on your end, your bank may be able to pull your bank statements from prior years to identify if this charge was taken from your account. As I mentioned previously - we have reviewed our bank statements and did not find a 2nd payment for your file. We understand it has been quite some time since we could have followed up with you on your open balance. We are working on correcting this through frequent communications with you and have offered to have a clarifying conversation over your file. Please let us know if you would like to set up a time to speak to someone regarding your open balance. Thank you!

   

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This may be my second time filing a complaint, the workmanship this company has been very poor. every year i encounter issues with my roof that was replaced by DHI 4 year ago. At this point I'm afraid the shingles are never going to have a warranty with so many repairs that have been done. I'm seeking a full replacement of my roof to ensure proper workmanship and have a proper warranty. on 10-09-22 I found part of my shingles coming off the roof, exposing the blue underlayment they have. With rain to be predicted in the next couple of days I expect to have water damage or there may be already water damage that is unseen without removing the remaining shingles.

  

  Business response

  10/14/2022

  Hi *****, we are deeply sorry to hear that you have had issues with your roof these past few years. Our intention is to absolutely take care of our homeowners and ensure that they are well communicated with. One of our division managers, **** met with you this past week to go over each of your concerns. Our next step is to get ******* *********** involved to come up with a plan that will address the concerns you shared. Please let us know if you find this unsatisfactory or have additional concerns that should be addressed!

  Customer response

  10/25/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *******

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  DHI replaced our siding on the entire home and also installed all new gutters ($24,691.49). The siding job was completed 6/2/2022 and on 8/15/2022 I noticed the siding is bowed out on the section behind the garage. I reached out to our project manager (****** *****) on 8/15 and he stated he would schedule a repair. I have heard nothing back after calling and texting him again. All the phone numbers associated with the company go to voicemail. I am seeking the issue with the siding be fixed and I have also never gotten any documentation after the work was completed stating we have the warranty they claimed to offer in their sales pitch.

  

  Business response

  10/04/2022

  Hi ***, thank you for your insightful feedback. We appreciate you bringing this to our attention. After speaking to ****** and our field manager, ****, you should receive a copy of your warranty paperwork. **** also went out to your house to evaluate the issue and I believe you both discussed scheduling a repair to address your concerns. Please let me know if any of this information sounds incorrect, we want to make sure you are more than well taken care of. 

  Customer response

  10/10/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: **** did in fact come to the house 9/27/22 and since then there has been no follow up on scheduling the repair. I left **** a voicemail asking for a response.
  
  Regards,
  
  *** *********

  

  Business response

  10/11/2022

  Hi ***, we are sorry **** did not communicate with you thoroughly. We were notified yesterday that this was the case and ****'s manager was brought in as a result. I verified with his manager, John that we completed your repairs yesterday at 4:45pm. Please let me know if this is incorrect or if you are unsatisfied. We appreciate your feedback and hope that we addressed all of your concerns!

  Customer response

  10/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *** *********

• Initial Complaint

  09/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 10th, DHI did a roof replacement to my house and they damaged too many places in my siding and also they have an even shingles , they didn't clean and collect all the nails from around the house. I didn't fix any of their damages yet and you are welcome to come and inspect their job. I have photos for before and after and I have 3 other companies that already inspect my roof after that and I was shocked when they told me how is the project is not done correctly and how much damaged they left, Also when I informed them about the DHI they told me they are "storm chaser". I am disappointed and I am questioning the integrity of the work.

  

  Business response

  09/07/2022

  Hi *******, first I want to thank you for the feedback you have provided. We are sorry to hear that you have had a negative experience with your project. Please know this is never our intention and we truly strive to provide our homeowners with remarkable experiences throughout and after their home restoration project. I spoke to the general manager who was assigned to your project and he has informed me that we have been notified of the repairs needed on your home. He reached out to you today to discuss your concerns as well as next steps. We are going to schedule a repair next week to address the concerns you identified. In order for us to execute this repair we will need to process your first payment for the initial work completed on your roof. Your project manager will collect this first payment this week so that we are able to coordinate a repair for your home the following week. We want to make sure you are taken care of in a remarkable manner. If there is anything further we can do to ensure your concerns are addressed, please let us know.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have our roof and gutters replaced by DHI in 2020 due to hail damage. Nearly a month after they completed the gutter replacement, I contacted them to let them know that the gutters on my front porch, and front corner of my home were leaking significantly and that I wanted it addressed. The contractor came back and said that they did something to fix it, but it still is not fixed. Then ***** **********, the person we worked with to contract the work, came out to discuss the siding we were considering replacing through them, and I mentioned it to him. He said he had something in his truck to help, so got on a ladder and did that, but it STILL did not fix the issue. Over the winter, when it would leak, it would cause ice build up on the main sidewalk to our home, causing a very dangerous situation for us and guests at our home. I've reached out to them probably more than 20 times, and IF I'm lucky enough to speak to a person, just get excuses on why they haven't been out to fix it yet. We are now outside of our warranty period (as of today), and the poor workmanship still has not been corrected even though I've done everything possible to try to get them here to fix it. I've tried everything I know to do to get this taken care of. We just want to work that was promised to us completed, and in a acceptable manner so that we don't have leaks to gutters that had no leaks before they were replaced by DHI.

  

  Business response

  08/31/2022

  Hi ***, we are terribly sorry for the inconvenient and poor experience you have had so far. We want you to know this is never how we want our customers to feel throughout their process of their project with us. In fact, we have a mission to provide our homeowners a remarkable experience and we missed the mark with yours. I reached out to our warranty manager and it looks like we were able to get in touch with you to get your home inspected. We scheduled the gutter company to come take a look and hope that this will resolve the issues you are experiencing. If you find that this is not correct, please reach out to us at ***************** so we can discuss further details on your project if you continue experiencing difficulties reaching us. We humbly appreciate the feedback you have provided to us and hope we can turn your experience into one that is positive.

  Customer response

  09/02/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:  While they did send a subcontractor out to look at my gutters, likely only because of this complaint, he said he was going to "put a level on it" to see if he could fix the 2 corners in question or needed to replace the whole front, which he couldn't do.  I work from home and had a meeting, so told him to knock on the door and let me know what he found out, but he left without saying anything to me, leaving me to still wonder what they are planning to do, and WHEN!  Didn't hear anything from the DHI representative, *****, so I reached back out to her on Tuesday (8/30) to let her know that the contractor left without telling me what the plan was, so I was left to assume that the whole front has to be replaced.  She did respond promptly, that the contractor does need to come out and replace it, and said she would let me know a date by that afternoon.  Here we are 4 days later, and I STILL Do not have a response as to when I can expect that contractor to come out and fix their poor workmanship from 2 years ago!!
  
  Regards,
  
  *** *******

  

  Business response

  09/13/2022

  Hi ***, thank you for your response. I have confirmed with our warranty manager that we completed your repair on 9/9/22. We hope that this repair was found satisfactory to you and that your concerns are resolved in full. 

  Customer response

  09/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *** *******

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband signed a contract with DHI Roofing on 4/8/21 to replace siding on our home due to damage from the derecho. Our insurance provider said they would need to take the carport off the house before doing that side. We've had problems with this company from the beginning. My neighbor has as well but will not file a claim because he's an older gentleman who doesn't want to upset the applecart. My neighbor's struggles have been very similar, but more because they are trying to get 30-40% more than they quoted. I have attached a timeline with documentation of the calls/emails including notes on issues we've had with customer service (not returning calls, not answering questions, not getting back to us, not following up with timelines of when work will be done, etc.). Problems include: They removed boards from four corners of the house near the roofline (without asking us) resulting in our gutters not lining the full roof and leaving wood exposed and DHI is saying it is not their problem. The carport was taken down in a very dangerous way (most certainly not within OSHA standards. DHI stood the carport up in our driveway and then built 3-2x4 "braces" to rest the carport against the house so they could side that side of the house on 4/19/22. On 4/20 while I was on a conference call the weather was rainy and windy and the braces gave, and the carport slammed into the house causing damage. I had to continue to follow-up to get them here to get the carport up, which wasn't done until 5/12/22 and they immediately left without addressing the damage done by the carport falling and the other issues I've continued to complain about. We have heard nothing from them since. I sent follow-up email today and I'm pretty much done being their project manager. Permit expires 6/1/22 which I've reminded them of. I'm willing to share any emails I've sent, pictures I took during the whole process while they were onsite, or whatever information you'd need.

  

  Business response

  06/13/2022

  Hi *******, we sincerely apologize for the poor experience you have had with us. Thank you for your patience as I referenced the team on the events leading up to your frustrations. I spoke to the team regarding your concerns and it would seem that we completed your repairs the same day that this complaint was submitted. It would appear the ball was dropped as far as remarkable communication goes and we would like to apologize for that. We recently noticed an issue with some company phone numbers malfunctioning, and this could contribute to the reason as to why it was so challenging to reach anyone from our corporate office. We do appreciate you bringing your concerns to our attention so we can review more closely our communication channels and processes in order to improve them. Your feedback is very appreciated. We hope that you find your repairs satisfactory and value your patience with us. 

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  DHI was supposed to be our general contractor after our Derecho storm. From what I know and speaking with other general contractors they do all the work, if they can't do some of the repairs then they sub contract out, this is what the general contractor overhead and profit is for. Well, since then, its been over a year and not all the work is done. Also, we were told that our siding was approved, in which DHI removed part of our siding when they were repairing our roof, to only find out it wasn't approved. Also, per our insurance and DHI's invoice, was to replace a truss in our garage, which they only sistered in a 2 by 4 but charging full price as if they put in a truss. Also, they didn't fix our facia on the front of the house but they're also charging for that as well in full. They haven't done any of the work beyond the roof that they put in the estimate for, saying in Iowa they don't do the other trades. We've had to do the a lot of the other work along with finding other repair contractors that we thought was going to be taken care of by DHI. Trying to get in touch with one of their billing to inform them the amounts are incorrect is a joke. You talk to one person then a different person the next time who's a complete jerk and will not listen to any of your concerns. They want payment in full but not willing to adjust off for mistakes or issues caused by their company to our house. Was told by other general contractors to not pay until the issue is resolved or to take to small claims to show what they have done or not done. Our Insurance is ***** ****, we were also told that had they only put in an estimate for only the roof, they wouldn't have been approved for the general contractor overhead and profit. We no longer what them to do anymore of the repairs even though our siding is still off due to their errors in places. We want an agreeable price so we can just pay them to move on and not to ever deal with them anymore.

  

  Business response

  01/14/2022

  Hi Michele, our sincerest apologies for the poor experience you have had with us thus far. Our mission going into communities such as yours is to create remarkable experiences for homeowners and we did not meet those expectations with your home. I have spoken to our Customer Relations Manager and it is my understanding that you are currently communicating with **** - one of our division directors. I believe we worked on an agreeable settlement with you and this invoice was prepared and sent to your email address this morning on January 13, 2022 for your final review. If this is not the case or does not meet your satisfaction, please do not hesitate to contact me at *******************. We greatly appreciate your patience working with us!

  Customer response

  01/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  ******* *******

• Initial Complaint

  12/12/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  From the start communication with DHI is impossible. Our account changed hands so many times, I basically never knew who to talk to. It took to many phone calls/texts to finally get the roofs & siding done. Since June 28th, 2021 I have been trying to get everything wrapped up. The 2 man gutter crew literally took from 11am until 7pm to do there job & damaged part of the fascia / soffit in the process. I had **** * (gutter crew foreman) come out who was supposed to "finish the job". I talked with **** face to face & we walked through what needed to be done. He came back out to the property & took care of the garage gutters that had been missing for months. He never checked in with me that day & left without finishing the fascia / soffit repairs we spoke about. Now we have birds and or other critters that have access to the attic because of this damage. I played phone tag in November trying to get someone out to finish this issue & have heard nothing to date. My last message I asked for them to just get it done. There's literally 2 areas that need looked into & our property is finished. When DHI first made contact after the 2020 storm they overpromised & underdelivered. I have copies of some of the emails that took place that show the difficulties we have had with the other issues along the way. To date we have only paid $9656.90 for the completion of the roofs. Our house is over 130 years old & I just want to keep it protected. I want the job done correctly; the sales rep ***** I spoke with in August of 2020 made it sound super great & we would be taken care of. I feel the exact opposite & this is one of the most ridiculous situations I've had to deal with.

  

  Business response

  01/14/2022

  Hi *****, we appreciate you bringing this to our attention. We apologize for the lack of remarkable communication and workmanship that we strive for in our company's mission to homeowners. I spoke with our Customer Relations Manager, *** who has been in touch with you in regards to scheduling the necessary repairs for your home. Due to weather not permitting us to come out immediately, it is my understanding that *** updated you that you are next on our list to come out and complete repairs on your home as soon as weather permits, hopefully as soon as next week. We appreciate your patience working with us and hope that the rest of your experience with us will be more remarkable than it has been. Should you not hear an update from us in regards to getting a repair scheduled please do not hesitate to contact me at *******************. 

  Customer response

  01/15/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩