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:11/04/2024

  Type:Product 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.

  Paid them 7/21/2024. Service performed 7/24/2024. Absolutely no change to roof. The service provider left for awhile because it was raining. Returned an hour-ish later and climbed onto roof. Not sure how long he was up there. I just recall being surprised at how quick he was. I have called he company numerous times as well as completed their complaint form. I have still not received a response.

  Customer Answer

  Date: 02/18/2025

  
  ---------- Forwarded message ---------
  From: ***** ********** <***********************************>
  Date: Mon, Feb 17, 2025 at 4:33 PM
  Subject: Complaint Number: 22512940
  To: <*********************************************************************************>
  
  
  
  Hello,
  I need to re-open this please. I was too slow to respond.
  I have attached proof of their service. At least, this is the contact information I used.
  Thank you,
  ***** Swynenberg 
  ************

  Business Response

  Date: 02/19/2025

  2.19.2025 VM from ******* with Roof Maxx
  *****, my name is *******. I'm calling from RoofMAX. We received here a request to give you a call, so we're just giving you a call to see how we can assist you. My phone number is ************. Again, my name is ******* and I'm calling from RoofMAX. Thank you so much and have a good day.

  Business Response

  Date: 04/08/2025

  The business responded that they will be reaching out to the consumer.  They attempted to reach you in December of 2024, left a voicemail, and had not heard back.

  Customer Answer

  Date: 04/09/2025

  They (******) called today. I have to take pictures of roof and send. I will try to accomplish tomorrow but I am caring for family member with a month or so left to live. I am willing for them to apply their chemical to roof again as long as it is dry. Their service technician did it on a rainy day. Im not the expert but it seems to me that the shingles were probably too wet to absorb anything else. 
  So, its too soon to say whether satisfied or not.

  Marla 

  Business Response

  Date: 04/17/2025

  In the complaint filed the customer was concerned that she saw absolutely no change to the roof. When she spoke to our office she expressed a concern that the dealer left the job because it started to rain and then returned later to do the application. She also commented that her roof looked to be bleached out in areas and thinks the treatment did not take because it had rained earlier.   
  
  We asked her to please provide photos to show what she is seeing which she provided on 4/11/25. Her mention of the roof being wet at the time of application is not a concern. The dealer left while it was raining and returned after the rain stopped to apply the treatment. Our product is not a coating or sealer so the roof does not have to be completely dry to apply, although, based on the photos taken during the application, the roof did appear to be dry. Our product is a penetrant and is absorbed down into the asphalt to reflexibilize the shingles. 
  
  Based on the photo the customer provided and in reviewing the photos taken the day of the treatment, the treatment was applied properly. What the customer is seeing is black algae streaking on her roof, and between the streaking are parts of the roof that are not stained, showing the original color of the roof, which is a light gray. These are the areas that appear to be " Bleached" when compared to the black algae streaks adjacent. 
  
  The only way to remove the algae streaks is to have the roof cleaned. This is the only way to solve her concern with the "Bleached" out appearance. Our product does not remove algae stains. 
  
  We are very confident in the application and deny offering a refund as our treatment was applied as per the agreement. 
  

  
  

  Customer Answer

  Date: 04/18/2025

  I forwarded a picture of the roof April 11, 2025. Brook acknowledged receipt of photo same day. Havent heard any more, yet.

  Customer Answer

  Date: 04/23/2025

  Ive sent the photo as requested. It seems obvious in hindsight, but the roof was too saturated from rain for their product to be effective. Seems to me that the installer shouldve known that and rescheduled. 
  Thank You 

  ***** Swynenberg 

• Initial Complaint

  Date:05/25/2023

  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.

  Date of Transaction: Sep 4, 2022 Summary: Roof Maxx misled us to believe that our roof's life can be extended with their product. We spent $2,950 with them and now we still need to replace the roof Details: -------------------------------------------------------------------------------------------------------------------------------------------- We contacted Roof Maxx in Aug 2022 and in the phone conversation they suggested a roof inspection with one of their experts to evaluate whether our roof is fit for Roof Maxx application. In our very first meeting with their expert, I had mentioned that our roof over garage is leaking, and I had asked whether Roof Maxx application will help our situation still. The Roof Maxx expert confirmed that our roof life can be extended at least 5 years with Roof Maxx application, and that the leak can be fixed without replacing the roof. The Roof Maxx expert also committed that they would refer us to one of their known contractors who can fix the leak. With that assurance, we approved the project, and they completed the Roof Maxx application in September 2022. After the Roof Maxx application, we met the contractor (recommended by Roof Maxx expert) and he confirmed that he can fix the leak. He worked on our roof for multiple times during the rainy winter but couldn't fix the leak. In the end, he gave up and confirmed our suspicion that the roof is beyond repair. We also met a few other roofing contractors after that to fix the leak and everyone said the same thing - the roof is beyond its serviceable life. Also, the roof continues to lose granules rapidly. I am not a roofing expert and I relied on Roof Maxx's expert advice on what is right for our leaking roof. Roof Maxx's action has caused damages to us. We need to arrange funds to replace the roof now and strongly urge Roof Maxx to remediate the situation asap by refunding the fee they charged.

  Business Response

  Date: 07/06/2023

  Roof Maxx believes that each and every customer is important and whenever there is an issue it is addressed promptly and professionally.
  We have spoken with our customer about their complaint. We fully understand their point of view and resolved it successfully.
  
  Background to this current situation. Our customer is a new homeowner and wanted to extend the life of their roof 5 years before replacing. We examined the roof and explained that our Roof Maxx treatment would help their shingles and extend the life of the roof but it would not fix the existing leak. To address the existing leak a third party contractor would need to be used.
  
  We agreed to move forward with the Roof Maxx treatment and a third party contractor was referred to resolve the leak. Unfortunately, the third party contractor was unable to resolve the leak in a timely manner. This has grown frustrating to the customer and a full roof replacement is being considered.
  
  Roof Maxx performed all of the services it was paid to complete successfully and the failure was on the part of the third party contractor. 
  
  It is important that all of our customers are treated well and issues such as these are resolved satisfactorily. Roof Maxx and our customer have agreed to a refund amount that satisfactorily resolves the frustration experienced due to the 3rd party contractor failing to resolve the leak.

  Customer Answer

  Date: 07/06/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** *******

• Initial Complaint

  Date:02/02/2023

  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.

  We hired Roof Maxx to treat our roof shingles in August of 2019 because we were losing the granular material on the shingles at an abnormal rate. Roof rejuvenate, the contractor for the Roof Maxx brand came out and told me the Roof Maxx treatment would solve that problem, and add 7 plus years of life to the roof. It also came with a 5-year guarantee. After they sprayed the roof, the problem still existed, so they came out and did it again. Nothing changed. It got so bad that 3 years later I had to get a completely new roof at an expense of $21,000. Roof Rejuvenate says they ***’t use Roof Maxx products any longer because of too many issues and problems with it. I sent all the info and receipts to the company but they refuse to compensate me and honor their guarantee.

  Business Response

  Date: 02/28/2023

  Our first interaction with Mr. ***** was on Jan 6th, when he filed a claim.
  
  Mr. ***** filed the claim on Jan 6th, 2023
  
  Roof Rejuvenate applied RM in August of 2019, 3 1/2 years ago. 
  
  We denied the claim on Jan 23rd after finding out that he had his roof replaced back in October without allowing us to inspect/evaluate it. He was sent an email letting him know of the denied claim. 
  
  The dealer who initially treated the roof is no longer with us, but we have dealers all over the state that could have inspected his roof to see what was going on and to determine our next course of action. Unfortunately, we were not given this option. 
  
  In our opinion, this is not fair or reasonable. You must give a service provider the opportunity to remedy. 
  
  We stand behind our initial denial of his claim. 
  
  I will await a response. 
  
  Sincerely, 
  
  
  
  --
  Todd F*****
  
  

  
  

  Customer Answer

  Date: 02/28/2023

  I am rejecting this response because: Roof Max was guaranteed to extend my roof life for at least 5+ years. If the product worked why would I spend $20,000 for a new roof only 3 years later. I spent $3,000 on Roof Max so I would NOT have to get a new roof so fast. The installer, Roof Rejuvenate even put on a second coat after the shingles were still losing granules. Why would they do that if the product was doing its job?

  Roof Rejuvenate will attest to my claim, as he has said the product is watered down and does not work. Their excuse that one of their people had to inspect it first is bogus. Their installer inspected it.

  This is a scam.
  
  Regards,
  
  *** *****