Complaints

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:05/11/2023

  Type:Billing 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 Roof Maxx treatment on my roof 5/2/23.The Roof Maxx certified dealer was Roofing Done Rite of Perrysburgh, Ohio. I signed a contract for $4,500.00 for the treatment. I found out after I paid the $4,500.00 from an e-mail from Roof Maxx (***** *****) the cost should be roughly 20% of the cost of a new roof. I had two estimate both were for $11,500.00. The second estimate was from Roofing Done Rite.20% should have been $2,300.00. My cost was 39% $4,500. Need Your Help!

  

  Business Response

  Date: 05/23/2023

  Hi Mr. **********, 

  I would like to offer a little perspective to this complaint as there is some very misleading information that you have posted. in the reponse I have included a link to the email that was sent to you for better clarification. 

  When one of our Sales reps first met with you, you were given a price for the Roof Maxx Treatment. You were also offered a price for a Full Roof Replacement. You waited 3 days and then called us back indicating that you wanted to move forward with the Roof Maxx Treatment at the price that was given to you. After Signing the Agreement almost 2 weeks went by before we were able to make it out to spray the Roof due to a back log in our production schedule. After we installed the application you were very pleased with how things turned out and then paid your final bill. 

  After we registered your Roof you Received an email (Pictured below) from Roof Maxx indicating that the cost of a Roof Maxx Treatment costs "Roughly" 20% of the cost of a new roof and it also stated "that there are quite a few factors that go into that" one major factor is that the 20% that Roof Maxx is referencing is based on the "National Average costs" for replacing a roof which in 2022 was $10.38 per square foot. 

  No where on company marketing do they guarentee that the application will be 20% of a new roof bc there is no way to predict what price a company is going to give you to replace your roof. We also gave you an estimate to replace your roof but also understand that that was "JUST AN ESTIMATE" and in no way guaranteed to be the exact final price to replace your roof bc there are often times change orders and additional things added to the initial estimate cost to replace a roof. 

  So to wrap up this response the facts are, We gave your an estimate, you were educated on what Roof Maxx would do to help extend the life of your current roof. You saw value in the product and was ok with the price that was presented to you. You waited 3 days to sign the Agreement giving you time to research everything. Then you had several weeks to research everything before it was installed. Then you paid the final bill after being satisfied with the completion of the project. 

  The "Roughly 20%" of the cost of a new roof is based on National averages to replace a roof which is $10.38 per square foot and you were charged well below 20% if you are comparing the National Average Cost of a new roof. Nowhere in the Percentage that you are referring to does it mention 20% of the cost of Bids that you are given in your local Market. 

  You would Still have to apply the Roof Maxx Treatment 3 times one course of 15 years before you even got to the price of a full replacement price that you were offered but even at that if you replaced your roof today you would be in the same situation 15 years down the road having to replace your roof again as the AVERAGE life span of shingles installed today is between 12-15 years, and that is on shingles that manufactures are advertising 50 year warranties (Read the fine print, you don't really get a 50 year warranty). 

  So I would like to Congratulate you on having a roof that qualified for the Roof Maxx Treatment (As not all roofs do)  bc you were able to save over $7,000 today versus having to pay for a new roof that would be dried out and at the end of its life in 12-15 years. 

  Customer Answer

  Date: 05/24/2023

  
  Complaint: ********
  
  I am rejecting this response because:  The response from Roofing Done Rite said that I waited 2- weeks before they could make it out to do the job. **** came out and gave me a price on 5/2/23. I told him to go ahead with the job. Roof Max said job was done 5/6.23. I paid the bill on 5/8/23. That is a long way from 2-weeks.I have a letter from Roofing Done Rite gave a estimated start of 5/23/23. Talk about misleading. that was yesterday. That makes no sense. As far as the cost being roughly 20% that was from Roof Max ( ***** *****. The term she used was (roughly) 20%. 39% is a long way from 20%.
  
  Sincerely,
  
  *** ********** **********

• Initial Complaint

  Date:12/06/2022

  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.

  I contracted with Roofing Done Rite for a roof installation. The roofing job was completed and a couple weeks later there was another leak. Took them a couple weeks to come out and was told one of the shingles were never nailed done. A couple weeks later another leak happened. During this time I continued to call because they did not replace two of my downspouts. Weeks went by with no return phone call. I continued calling and they answered finally and they set up a time to do the gutters and repair the second leak. They came out and put a temporary fix for the second leak and told me they would return in the warmer months to remove the chimney facade and complete the permanent fix. They did return weeks later and replaced the downspouts. I have been attempting for weeks to have them return my calls on the permanent fix for the roof leak without them returning any of the calls. I am at a loss of what to do at this point.

  

  Business Response

  Date: 01/06/2023

  The business owner has had multiple discussions with the consumer.  Originally, when the consumer called about a leak, the business sent one of its technicians to repair it.  The consumer's chimney has a fake façade and is only sheet metal.  Not only did the technician repair the leak along the base of the chimney, but the technician also reattached two downspouts for the consumer.   

  The consumer's roof does not currently have a leak.  No further repairs are required.  There is no reason whatsoever for the business to come out again to the consumer's property for a roof that was installed a year and a half ago.  If the consumer demands the business come out again, the business will be happy to do so, but will charge the consumer a service fee.

• Initial Complaint

  Date:11/16/2022

  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.

  -Roofing Done Rite completed the job per the contract on 4/22/22. -The contract had been signed on April 13, 2022 to replace my garage and house roof shingles, as well as some other items. I paid a $1,000 deposit. -After the job was completed, the sales rep. (******) came to my house to collect the balance owed of $5400, which I paid. ****** then stated that they had underestimated / mis-calculated the amount of shingles (squares) that were needed, and that I needed to pay an additional $900, which I refused. -****** stated that I had mentioned in a previous conversation that I didn't want my garage roof completed so he didn't estimate for enough shingles. I never mentioned that in previous discussions with ******, and the contract clearly states that the garage roof and house roof shingles would be replaced. -I then contacted the owner ***** after my discussion with ****** - he stated that the EXCESS COSTS fine print would cover the additional cost, due to an unforeseen circumstance. He also stated that if I didn't pay the additional $900, he would void the warranty. -I refused to pay the additional $900. -Over 7 months had passed...,I received a text message from (******) on 11/15/22 asking for the $900 ba*****, and if I didn't pay, the warranty would be voided. My position on this is that Roofing Done Rite signed the contract to complete the job for $6400.00, including my garage and house roof, and cannot void my warranty. Miscalculating the amount of material needed is an error on their part. IT IS NOT AN UNFORESEEN CIRCUMSTANCE.

  

  Business Response

  Date: 12/12/2022

  The business owner informed BBB that the job was bigger than was estimated.  The contract states that, if additional materials are required during installation, then the consumer will be billed separately.  The business also had a conversation during installation informing him that they were short a 4 and half square of shingles.  The consumer said to go ahead and proceed.  Now the consumer refuses to pay the additional $900 for the shingles.  According to the contract, if any balance remains, the warranty is void.

  Customer Answer

  Date: 12/13/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  The contract states that "for any extra material that is needed due to a reasonably unforeseen circumstance". 

  Miscalculating the amount of squares needed is not unforeseen...it is a calculation error.

  As I stated in my first response, ****** did not add in the amount of shingles needed for the garage, even though he clearly added garage to the contract.

  He even stated that I had told him that I wasn't clear if I had wanted the garage done, which was totally false.  Again, he added it to the contract.

  Please tell me how anyone in the roofing business, who has obviously been doing this for a while, can under-estimate by 4-1/2 square??

  I could understand being 1 square under, but 4-1/2(?)

  Roofing Done Right is attempting to make me pay for their loss, and mistake.

  I will not be paying the additional $900.

  The contract states that the house and the garage roof would be included in the garage replacement...period.
  

  
  Sincerely,
  
  **** ********