Complaints

This profile includes complaints for Roofsmith Restoration's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Roofsmith Restoration

  122 Western Ave Akron, OH 44313-6332

  
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  Roofsmith Restoration

  9160 form corporate Parkway suite 350 Fort Myers, FL 33905

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/03/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an insurance claim to repair my roof 2 years ago. I was satisfied with the new roof. Initially they tried to overcharge me for items not covered by insurance but they did not invoice me again for the items so everything was fine until I had damage from the storm August 2024. I called Roofsmith to repair because of the warranty my other roofer can't work on the damaged roofing on my home. I had to call many times to get someone from Roofsmith out. On 11/25/24, **** arrived and stated that the damage was most likely from the tree company removing the tree. Which made zero sense to me...I just wanted the cost to fix. I explained that the tree removal company never got on the roof and affirmed the damage was from the tree that fell on my home. **** said he'd talk to his project lead and let me know the cost and if the damage was going to be covered. I never heard back from ****. After calling multiple times **** came out on January 31st 2025 and told me the estimate and that he'd invoice me for ******* which I felt was expensive just to replace a handful of some shingles and a ridge vent so I asked if they can clear the gutters for that ***** **** stated he would. I was pleased he agreed to throw in the gutters being cleared of the debris from the tree being removed. On 02/19/25, I signed the proposal and I have not heard from them since. My phone calls and text have not been returned. The unreturned calls are very concerning since I have this warranty with them. Either I have another roofer fix and void my warranty or continue to be ignored by the company that I have the warranty with. Very concerning. If they do not want fix the roof that's fine. Refund me for the warranty that was included with the cost of installing the roof so I can have another roofer fix or they need to come do the work.

  

  Business Response

  Date: 03/05/2025

  Dear *******,
  Thank you for reaching out to us regarding your recent concerns. We truly appreciate your patience as we worked to resolve the issue. Our team has taken the necessary steps to ensure everything is in order, and we sincerely apologize for any inconvenience this may have caused. Our production department will be in touch next with scheduling details. Your satisfaction is our top priority, and we value your feedback as it helps us improve our service. If theres anything else we can assist you with, please dont hesitate to reach out. We appreciate your business and look forward to serving you again.

• Initial Complaint

  Date:07/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in August my roof was damaged by a storm. Roofsmith came out in a timely manner and gave me a quote and worked with my insurance company to approve the repairs. That’s where my good review ends as soon as I signed the contract my project manager Nate stopped responding to text messages and emails. The crew that came out to fix the roof in March didn’t speak English and didn’t acknowledge us while they were there. Then I get an invoice for around $1500 in upgrades that I did not approve. The only upgrade I approved was for the gutters where I was given a price before the work was done. I called roofsmith about the upgrades and I was told it was discussed with me before they did any work which is not true as no one at the job site spoke English. After I brought this up she then said that they had to replace the wood due to it being unnailable. I asked what made a board unnailable and she responded that she didn’t know. I then asked for pictures or proof that the boards needed replaced or that they were in fact replaced since no one had discussed the repairs with me or shown me any damaged boards. She said she had pictures and would be sending them to me. I never received these pictures. She also said she would have my project manager reach out to me which never happened either. I have tried to reach out to Nate multiple times to get this resolved but he will not respond. I feel I am being scammed and taken advantage of because the business filed for bankruptcy. These “upgrades” were not approved or discussed with me. The work they are claiming was not approved by my insurance company. They are also trying to charge me for a permit that was never discussed or quoted in my paperwork. They also never informed me that it is not covered by insurance. I do not feel comfortable paying this amount as I feel I do not owe money for upgrades that were not approved. I have attached insurance paperwork and the invoice I can also send in attempts to get ahold of them if needed

  

  Business Response

  Date: 08/02/2024

  After researching the project and complaint, we found that the client's concern about the unauthorized "upgrade" was for wood that needed to be replaced. Sometimes when we start to work on a project, we find damaged or rotten wood, and have to replace that wood. We called ****** and explained the wood replacement process, how it is noted on the addendum she signed and that often wood must be replaced in order to install the roof properly. She understood, but no one told her day off and no pictures are available. We told her for her trouble we would waive the amount of the wood if she would pay her balance ASAP and respond to the BBB that we responded quickly and took care of her. She agreed and will be mailing a check today.

  Customer Answer

  Date: 08/02/2024

  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.

• Initial Complaint

  Date:04/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company came out after a bad storm and surveyed our roof. They found damage and submitted a claim to our insurance company. The insurance company initially denied the claim, and RoofSmith Restoration rep reassured us that they would file an appeal and had a specialist that would fight the rejection. They did end up getting the claim covered, and we paid them $4,000 for what we thought was them starting work on our roof replacement. However, after paying, we had trouble getting a response from the company, and when we did they informed us that the $4,000 was ONLY for them to fight the insurance company for the claim to be approved. Since that time, we have not been able to get in touch with anyone, no one has been back to our house, we haven't gotten a refund of our money, and haven't been able to get roof repaired since the contract stated that they had rights to the work. I have contacted the company once and was assured that our rep, *******, would be at our house at 9 a.m. the next morning, and no one ever showed up. This all started around 2 years ago and I was told that the rep would be here the next day in November of 2023. I have still not heard back from the company nor has the work been done. I am potentially looking to sell or refinance the home, so I desperately need this resolved in order to do that and can no longer go back and forth with no resolution.

  Customer Answer

  Date: 04/03/2024

  After reading this again, I realize it sounds like we have only tried contacting the company once; my husband has consistently tried to get them back out here over the time we have been dealing with this, and I have called and left messages, but was able to get an answer only once which is when I was told a rep would be here at 9 a.m. the next day. As stated, he never showed up. 

  

  Business Response

  Date: 04/05/2024

  Roofsmith did come out to the property in 2021 and continued to work with the home owner until 2022, however we never received any funds from the homeowner (please see the attached picture for proof) When we looked into the account,  we can see that the customer paid $4023.06 to the appraiser that they used on 2/21/2022. This appraiser is not affiliated with our company. This home owner did have a contract with us, and we did hours of work without payment, but we have had their account closed for multiple years now due to lack of response from the home owner. We called multiple times in 2022 and did not get a response. Regarding the appointment in November, we did not come out due to our exteriors specialist ******* calling beforehand to confirm the appointment and not getting a response. Since receiving this review, we called the HO to connect 2-4 times a day and have not received a response. 

   

  Due to these findings, we have determined that Roofsmith is not responsible for the refund of these funds and is not at fault for the missed appointment either. We encourage the homeowner to reach out to our office line if they have any additional questions. 

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While our experience with Roofsmiths has been many failures strung together the issue we cant live with is that when the company finally installed the roof the team forgot to replace a bowed board on back roof that had swelled even more after the storm..this was the issue we made clear to salesman (owners son) that the plywood needed to be pulled up and checked underneath and replaced.it wasnt so we spent months trying to get action from someone at Roofsmithsthey came out 2x first employee was supposedly a manager but was very confrontational so I tried office again and an ****** (office manager in **** head office) attempted to help but various Spanish only speaking workers came out final one crew of 2 took out the bad plywood and did a horrible (documented) patch jobwe sent pics to Our contact ****** then we had a difficult time getting ahold of her many messages left( she said had been on vacation) and issue was now being dealt with by a new team( wasnt given a name or contact number) ****** forwarded the pics then we received a check for a $1000 no explanation! So we finally spoke with a team coordinator who I told patch job not acceptable we are paying $22k for a new roof! I advised we wanted the back roof torn off and replaced from peak to peak she said she would send someone out would let us know when ..about a month later we came home and 2spanish only guys on roof when we pulled in drivewayI though great they r here to fix itbut neither guy recognized the name Roofsmith so we didnt want anyone on the roof especially since we dont have insurance on house because the roof in not finished!!!!! So I got on phone again on the next biz day and talked to coordinatorshe said she didnt get any info when they were coming out so she didnt tell me..????..They called back and said crew coming the next Saturday we should stay homewell no one showed up and no phone call we have been trying to talk to somebody since then .no call backs!

  

  Business Response

  Date: 12/15/2023

  After speaking with the customer, ********************** went out and replaced the entire back slope. Customer is now happy and they are paid in full. 

• Initial Complaint

  Date:07/11/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a really bad roof installation performed by this company. This project was bad from day one. I need a new roof due to poor workmanship. In the process I had a ceiling damaged, the roof still leaks, and insurance just informed me my ridge vent leaks because the shingles were cut too narrow. I also have nails poking through the roof. I can send a report from my insurance once received. Just overall poor workmanship.

  

  Business Response

  Date: 07/14/2023

  We are reviewing this complaint and will take necessary steps to remedy any issues for which we are responsible. The home owner and Roofsmith are currently working together on scheduling an initial meeting to assess and create a plan for resolution.