Complaints

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

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  My Roof

  13465 Midway Rd STE 320 Dallas, TX 75244-5183

• 

  My General Contractor

  1800 NE 135th St Oklahoma City, OK 73131

• 

  My Roof

  6010 W Spring Creek Pkwy Plano, TX 75024-3569

• 

  My Roof

  13100 Wortham Center Dr Fl 3 Houston, TX 77065

• 

  My General Contractor

  1800 NE 135th St Oklahoma City, OK 73131

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:07/25/2024

  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.

  Business claims never received money from person representing them. They ( my roof is filing legal actio

  

  Business Response

  Date: 08/20/2024

  Customer has not paid for roofing services in full. The check they showed as proof of payment for (My Roofs services) was made out to another company which has no ties to My Roof. Furthermore, they gave the check to a separate party that My Roof has no association with.

• Initial Complaint

  Date:03/27/2024

  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.

  MY ROOF installed a roof and gutters in October 2023. I haven't received an invoice and they didn't issue a letter of completion to my insurance company, ALLSTATE. I have made several attempts to contact them but to my dismay, my issues are not resolved.My premiums are extremely higher than ever but ALLSTATE will lower them with proper paperwork from MY ROOF. These issues have been going on since October 2023 and I am still paying for someone else's neglectful assignment.

  

  Business Response

  Date: 04/01/2024

  We have no record of her ever contacting us. We log all communication into her profile. However, I will  get with our supplement department and have them get this handled immediately. We appreciate their business. We want to make sure that everything is done to close out the project. If she needs anything else, she can reach out to **********************************************. 

  Thank you,

• Initial Complaint

  Date:08/16/2023

  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.

  In April of 2022 MyRoof representative meet with us to discuss solar panels. While in that discussion we mentioned we were going to do a remodel and he told us MyRoof could handle that too. We signed a contract for the Solar to be done but had just a verbal on the remodel. They started in June with it all and said it should take 4 months to complete. It is now August of 2023 and the remodel has not been finished and come to find out the solar and the back up generator were never completed either. We have contacted MyRoof several times and in May of 2023 they left the project and offered a cash offer to walk away WAY under what it would cost to finish the project and make the house livable (not including connecting the solar). I had an inspector come out and look at the house and tell us what would be needed and then got two contractors out to bid. They both came back with a very similar number WAY over what MyRoof offered.At this point we are just wanting our money back.We paid them $100,000 for the solar and $173,400 for the remodel. We have been out of our house 14 months (for me) My husband was deployed to **** so it has been over a year and a half for him. We just want our house fixed as promised and the solar to work and are willing to use one of the contractors that sent us the bid to finish the job, on our own.***The inspector report was to big to upload. If you supply an email I can email it to you.

  

  Business Response

  Date: 08/20/2023

  Hello,

  
  We are sorry to hear about your experience. 

  
  Regarding the solar portion of your project: we have received "Permission to Operate" from your utility company on 8/29/22. This means that both the city and the utility company inspected your solar project and found it operational. We can gladly send a technician to diagnose any issues that would be covered under our warranty. 

  
  Regarding the remodel: We proposed a refund in the value of the amount that the contractor of your choice would have charged you. You had mentioned that you trusted this contractor and that the entire scope of work, which he had planned, would fulfill all your wishes as they pertained to your remodeling project. 

  
  The reason why we explicitly offered the refund was because the scope of work was constantly changed throughout the months, making it difficult for us to complete the remodel. In the same manner that you are now requesting $100,000 to complete repairs that months ago you had wanted $30,000 for, the scope was perpetually changing from the start. Although customer satisfaction is our utmost priority, the everchanging aspect of this project makes it difficult for us to finalize. 

  
  We have attached the estimate of the gentleman that you met who you wanted My Roof to pay in order to complete the scope of work which you stated would finalize this project. We agreed to his pricing, but requested that we give you the funds to then pay the contractor of your choice directly to avoid any more changes. 
  We want to finalize this relationship amicably. 

  
  Sincerely, 
  The My Roof Team

  Customer Answer

  Date: 08/21/2023

  Here is the inspectors report.  As you can see there is multiple electrical problems that need to be addressed.
  We never would have accepted a $30,000 settlement of a contractor THEY provided at $32,756.40 still leaving the countertops of $6,416.50.  That would be closer to $40,000 not including all the electric issues.  We do not feel like anyone would of excepted an offer like that.  After their offer (which we felt was not enough to cover the mess *** and finish the house) we proceeded to get the inspection done and go with his suggestions.  That is when we found our own contractors and those quotes have been provided to the BBB and MyRoof.
  We are not asking them to provide things that were initially promised (Faux Blinds, Gravel for carport etc.) We are only asking them to finish what was started and fix all the mess *** that THEIR contractors messed up.(**********************, and ************.). 
  The estimate they attached, we never received a copy of this and we never said we trusted them as they were not a contractor WE had contacted.

  Customer Answer

  Date: 08/21/2023

  Inspection report first 2

  Customer Answer

  Date: 08/21/2023

  Inspection second 2

  Customer Answer

  Date: 08/21/2023

  Inspection report last 2.  I am sorry I had to break it up like this but files would not send otherwise.

  Customer Answer

  Date: 08/21/2023

  I am rejecting this response because:   

  
  We never would have accepted a $30,000 settlement of a contractor THEY provided at $32,756.40 still leaving the countertops of $6,416.50.  That would be closer to $40,000 not including all the electric issues. We do not feel like anyone would of excepted an offer like that. 

  After their offer (which we felt was not enough to cover the mess *** and finish the house) we proceeded to get the inspection done and go with his suggestions.  That is when we found our own contractors and those quotes have been provided to the BBB and MyRoof.

  We are not asking them to provide things that were initially promised (Faux Blinds, Gravel for carport etc.) We are only asking them to finish what was started and fix all the mess *** that THEIR contractors messed up.(foundation, electrical, and ************.). 

  The estimate they attached, we never received a copy of this and we never said we trusted them as they were not a contractor WE had contacted.

  We are not asking for the moon, just completion of the things left undone or messed up to make our house safe to live in.  We too are trying to finalize this relationship amicably. 

  

  Business Response

  Date: 09/18/2023

  Hi ***** and ****, 

  We apologize for the delay in response - your prior reponse did not appear in our current inbox, but was redirected into a "newsletter' folder. 

  Your final statement which describes your desire to conclude the relationship ammicably is what we want most. My Roof does not believe in relying upon contracts and the "small print" in resolving disagreements, but rather ***** and honest conversations with the aim of achieving a middle ground which will be fair and honest for both parties. 

  I have an extremely pressing family matter in the next few days, but will reach out Friday, 9/22/23 for a phone conversation. 

  Thank you, kindly. 

  ******

  Customer Answer

  Date: 09/27/2023

  ****** has contacted us and made an appointment to come out and see the house for himself.  The appointment is for Monday 10/02/2023 at 6:30pm.  We have said that after this meeting we will try to come to some kind of agreement.  Can we please have another 10 days to answer your request for settlement?

  Customer Answer

  Date: 10/09/2023

  Please do not close this out.  ****** is working on getting a new contract wrote up since he came out and saw the house.  I am just waiting on that paperwork and if he comes through with that I want to be able to close it out as a satisfied complaint.  We should know something by the end of the week.

  Customer Answer

  Date: 10/27/2023

  On October 2, MyRoof owner , *************************, came out to our house and walked (and Videoed) all the work that had not been done right or still needed to be done  He told us he would get a bid (from the contractor with him) and he would draw up a contract that stated everything and we could get this started soon.  Since then, numerous times, through email, text and phone messages we have tried to contact *************  We have only gotten one response which was he was meeting with *** (the contractor) on Thursday night the 19th of October and would have us paperwork by Friday the 20th.  It has now been a week and we have had no word.  Our countertop guy is now asking for payment on the Quartz he cut and been holding for over 6 months and we made ****** aware of this and still no word.  

  What is our next move?  Do we need to file a new claim since ****** came out and agreed to fix things and now seems to be backing out?  Or do we need to move on to getting others involved?

  Please let us know what else we need to help others know the trouble we have had with this company.

  

  Business Response

  Date: 11/07/2023

  ****** and ************************* have been in communication every 72 hours and are working on finalizing the scope of work and a revised contract. A schedule of the repairs will commence shortly after.