ComplaintsforRochester Roof Restoration

• Initial Complaint

  04/01/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  In October 2021 this Roofmaxx company in Fairport NY came to put some oil solutions on our roof.. supposed to add 5-10 yrs. Two days later roof was back to original color..called Tom Miner from roof Maxx multiple times and he never called back.. then a month ago windy weather blew off a great deal of shingles on my roof.. called him immediately.. he tried claiming he was never at my house so on… then he said oh yeah I’ll make this right don’t u worry I’ll stop by. I told him anytime but Wednesday… he came on Wednesday and stole my shingles off my driveway…then called and made up all kinds of lies about my husband said that the roof was replaced in spots 5 years ago (and we have not even been here a year yet). I left several messages telling him I had two different roofers up there asking me what I did to those shingles cuz they were extremely brittle ( which mind u the stuff he put on was supposed to give them more oil and life) he never called back I told him I wanted my 3030.00$ refunded to my credit card.. no response… then I called some Melissa lady at the cooperative office at 1-855-###-####. She seemed very concerned and took notes saying cooperate would call me back in 2 days. It’s now been over 3 weeks and no cooperate phone call and between me and my husband we have left 6 voicemails on Melissa machine… I want my money back and this man stopped from doing this to anyone else

  Business response

  04/29/2022

  I am writing in response to ********* *************’ complaint with the BBB. I never dealt with ********* so when she first called it took a minute to figure out who she was. May have briefly met her when I came out to inspect the roof but I dealt with her husband *** only throughout the  process. Bottom Line: Our product is doing its job as per the warranty. *** and *********’s shingles are flexible like they are supposed to be and the fact that they lost shingles during an 80 mph wind storm was an act of god. They do NOT need a new roof! I’m saving them $22,000 and they (she) wanted  nothing of it. I’m sure there is an underlying story here, all she did was complain while I was there, yet nothing to do with me. This year (2022) when ********* and I talked, from the very beginning all ********* did was yell and demand her money back, I could hardly say a word or much of anything without getting interrupted. I did tell her that I was coming out to take a look and to leave me some shingles that blew  off her roof during that 80 MPH wind storm that effected many homes throughout the area. I did not receive any other calls from my customers who have had this treatment done, just *********. There were no problems prior to the wind storm. The storm blew some shingles off the ridge, just  like it had done in the past with the previous owner. The wind storm took off shingles throughout the state, it was just a natural occurrence that hit many home owners. She is claiming that the shingles are “extremely brittle” and breaking off in her hand as she stated, but I have video from her  driveway showing that they are not brittle at all. I strongly believe that she is doing this for other reasons, I will not get into that here. This is about whether or not our warranty on the shingles held up and they did and I have video! Back in 2021 when I came out to do a roof inspection before we did the work, I noticed different colored shingles on one of the ridge peaks. I asked *** why and he had said that the owner before them had wind issues and those had blown off in a wind storm and were replaced with those  slightly different colored shingles. So it is not a big surprise that they had some shingles blown off on the same side of the house during this 80 mph wind storm. What surprised me, is that ********* is siding with a roofer who is trying to sell her a new roof when she does not need one. After many, many calls with ********* along with the constant verbal abuse I made the trip out, gathered the shingles she had left for me as I would need them to be inspected and if need be sent to our main company in Ohio. Once out of my truck I videoed the pile of shingles that she left in  the driveway and started performing a flexibility test, the same test that they perform on new shingles which is what our warranty covers. They all passed, I even got up to the roof and did a test on a shingle that was on the roof and that passed! So even after all the abuse on the phone, I called  ********* back and told her that her shingles are fine. Thinking that this was great news and a HUGE relief for her, I tried to tell her to just do the minor repairs for those missing shingles and because there was no issues prior the wind storm that she’d be fine! No need to spend $22,000!  ********* reacted like I told her something totally different, again just screaming, demanding money and calling me a liar and so forth. She hung up on me and I finally blocked her number leaving her husband’s number still alive. I called *** and asked him to please call me – no response. I  emailed *** asking to call me so we can work this out along with telling him that his wife was very abusive and that I had blocked her number. Still nothing from *** which I did not understand. Who takes the news not having to spend $22,000 bad? So a little knowledge on our company called Roof Maxx: Roof Maxx has poured millions of dollars into this product! Product was developed by ******** Labs – The World’s Largest Private Research & Development Company. Testing was done at **** ***** University. We are partners with ******** ******* and with the ******* council. All of these facilities are top notch and world class organizations! Speaking of world class, we have partnered or should I say ***** ********** - one of the original ***** **** founders has partnered with Roof Maxx. The chances are pretty good that if someone as famous as *****, who does plenty of research on all his companies before he endorses them,  would not put his name and reputation on the line with a product that doesn’t do as advertised. ***** ********** also owns a Roof Maxx business with his son. Roof Maxx has over 700 location countrywide with a 4.9 rating out of 5 stars with reviews from thousands of customers. We are very professional, polite and honest. That is the only way we do business and it is a shame that someone that has other agendas can just write in a complaint trying to taint a very good company that helps people save money.

  Business response

  05/11/2022

  ********* is not going to agree with anything. For some reason she will take the word of a roofer (who has no idea of who we are or what we do) trying to sell her a new $22,000 roof, over a company that has all the backing from high end institutions and wealthy business investors who would not invest in scams! We have provided this service to over 100 other homeowners with no other complaints. Yes, it is a shame that a few companies scam innocent people, however we are not one of those. We have over 700 locations throughout the United States. Once again I dealt with *** during the whole process up until now and have not heard a word from him. Bottom line is the wind storm has nothing to do with our company, our product or our warranty. FACT: That wind storm took shingles off many homes throughout the area. FACT: Our product does not warranty against wind storms. FACT: The same side of the house had lost shingles in a previous wind storm from the previous owners. FACT: I performed a Brittleness Test that is used throughout the US for all NEW shingles and all shingles passed as I had mentioned before. I took video as I got out of my truck and performed this test on the complainants driveway. FACT: Shingles are fine and will last the 5 years that it was warranted for, in fact they will probably last longer than that. 

  Customer response

  06/13/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Customer provided BBB with documentation and a video, see attached.  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. ↩