Complaints

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

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  Tarrant Roofing

  1900 Handley Ederville Rd Fort Worth, TX 76118-7116

  
• 

  Tarrant Roofing

  11424 N Interstate Highway 35 Austin, TX 78753

  
• 

  Tarrant Roofing

  200 W Rhapsody Dr San Antonio, TX 78216-3106

  

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:09/23/2024

  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.

  As per the attached "Paid In Full" receipt I do not owe Tarrant Roofing any more money for that roof job that was completed on 11/25/2022 at my rent property located at *********************I had siding and leak damage inside the house so I allowed Tarrant Roofing to provide an estimate for for all of that extra work. While they were creating the estimate they told me they would submit the estimate to my insurance company. My insurance company paid me for the siding and interior damage but I hired nobody to repair it. Without presenting an itemized invoice Tarrant Roofing sent me an email on 12/6/2022 telling me I owed them an additional $5,717.81. I had several conversations with ****** ****** at Tarrant Roofing. She made it clear that she was indifferent to the problem. After asking her several times to show me any contract I signed where I agreed to pay them for anything other than the roof she refused to do so. In my last email to ******* on 12/10/2022 I warned her about filing a fraudulent mechanic's lien on my deed since no work was completed and no contract for that amount exists. I received no further communication from *******. While searching my property records with Tarrant County on Monday, 9/16/2024 I noticed that Tarrant Roofing had filed a fraudulent mechanic's lien on my deed for ******************** for $5,717.81. I also noticed within the lien documents an itemized invoice that I had never seen before was present and it was back dated to 9/1/2022. The invoice appears to be creative math designed to insert the extra amount into the roof replacement even though it was never a a part of the roof contract or any other. If Tarrant Roofing does not withdraw this fraudulent lien immediately I will file suit against them requesting the $10,000 penalty prescribed by Texas Property Code, in addition to all of my legal expenses related thereto.

  

  Business Response

  Date: 09/24/2024

  Dear Mr. ********************* you for reaching out regarding your concerns. We value your feedback and are committed to resolving any issues.

  We would like to clarify that, according to the Better Business Bureau guidelines, complaints related to money owed are not eligible for resolution through this platform.

  We encourage you to contact us directly at **************************************************** so we can address your concerns more effectively.
  

  We appreciate your understanding and look forward to resolving this matter.
  

  Best regards,

  ***** ********

  President/CEO

   

  Contact: 
  ****** Brevik  Email: ****************************************************

  

  Business Response

  Date: 09/25/2024

  Date September 25, 2024

  
  Dear Mr. ***************** hope this message finds you well.

  I am writing to follow up on the outstanding balance of $5,717.81 for the work our team completed at your property on November 25, 2022.Despite repeated attempts to collect payment and resolve this matter amicably,we have not received the full payment due for the services rendered. As a result, on January 5, 2023, we were left with no choice but to place a mechanics lien on the property.

  Please note that this was not a recent action. We have also provided all relevant supporting documents, including the contract, invoices, and correspondence that clearly outline the scope of work and the agreed payment terms, to substantiate our decision.

  Filing the lien was not a decision we made lightly, but after exhausting all other options, it became necessary to protect our company's interests. However,we remain open to working with you to resolve this matter promptly and would prefer to address it outside of legal channels.

  Please feel free to contact me directly if you would like to discuss a resolution or arrange payment to remove the lien. We believe that open communication can help us find a fair and amicable solution.

  
  Thank you for your attention, and I look forward to hearing from you soon.

  
  Best regards,
  
  ***** ********
  President/CEO

• 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.

  New roof installed 09/2022 by Tarrant Roofing. ***** leaking from the upstairs to my downstairs master bedroom May 2024. Paid out of pocket (no homeowners insurance) $19,800. I have contacted Tarrant Roofing by phone 11 times from 06/03/24 - 07/16/24 and have not had a return call except once. No one from Tarrant Roofing or their sub-contractor has come to my home to evaluate the leaking roof. ***** is office manager. Have spoken with her. ******* is who is the contact at Tarrant Roofing that works with the sub contractors. I have been told that the sub contractor ***** will reach out to me. I have not heard from this *****. Tarrant Roofing offers a lifetime warranty. Either through their work, sub contractor's work or through manufacturer. I can not get anyone at Tarrant Roofing to schedule with me a time for someone to come to my home to evaluate the leak in order for the leak to be fixed. Contacting Tarrant Roofing directly has not resolved the issue as I cannot get a response from them.1)06/03/2024 @ 958am 2)06/04/2024 @ 1126am 3)06/11/2024 @ 1058am 4)06/12/2024 @ 1017am 5)06/12/2024 @ 252pm 6)06/18/2024 @ 1106am 7)06/24/2024 @ 1001am. ******* returned my call at 1010am and stated that ***** the sub-contractor would come out to my home on 07/05/2024. I was out of town from 06/26/2024 Until 07/01/2024 in the evening. That is why ***** the sub-contractor was not scheduled to come to my home until Friday 07/05/2024. On 07/05/2024 neither a representative from Tarrant Roofing nor ***** the sub-contractor came to my home on 07/05/2024.8)07/08/2024 @ 954am 9)07/10/2024 @ 855am 10)07/11/204 @ 1055am. ***** (office manager) stated that ******* would contact the sub-contractor ***** and would then call me back to let me know when he would be coming out to my home. I did not hear back from Tarrant Roofing or the sub-contractor, *****.11)07/16/2024 @ 0925am

  

  Business Response

  Date: 07/20/2024

   

  Hello ******************, I have sent a request to our repairs and scheduling department.

  We will get this leak repaired and the damages from the leak righted.

  I apologize on behalf of Tarrant Roofing for the delay in responding properly to your warranty claim. 

  My direct number is ************. I will be reaching out to you as soon as I have a date and time to share with you.

  Sincerely, Tarrant Roofing 

  Customer Answer

  Date: 07/22/2024

  Complaint: 22015019
  
  I am rejecting this response because:

  I have been told 11 times since 06/03/2024 that someone from Tarrant Roofing will contact me to schedule for someone to come out to my home to evaluate the roof leak and no one has ever come to my home to evaluate the roof leak.  I do not believe that someone from Tarrant Roofing will actually contact me and come out to the home to fix the leak/complete the warranty work.  At this time I can not agree to close the complaint since Tarrant Roofing has not resolved the issue.  I am happy to close the complaint once someone from Tarrant Roofing comes to my home and actually completes the warranty work for the leak.  
  
  Regards,
  
  *******************************

  Customer Answer

  Date: 07/24/2024

  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. 

  The owner of Tarrant Roofing called me today and the sub contractor ***** came out to my home this afternoon and made the repairs.

  
  Regards,
  
  *******************************

• Initial Complaint

  Date:07/09/2024

  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.

  I signed a contract for Tarrant Roofing to begin my roof replacement on 4/6/24. The process actually started before that, but that is when the official contract to begin work was signed by me. As of 7/9/24, the work is still not completed. ************************* was my project manager during this process. He was all about communicating well with me until money was in hand for the roofing to begin. Since then, I have had to reach out directly to contractors under the Tarrant Roofing umbrella for scheduling and updates to the work on my property. I have had to contact ****** directly many times to get answers to timelines, work being completed, dealing with Allstate (which Tarrant Roofing advertises that they handle insurance companies), and work that was promised that was not fulfilled. Many times, this would be 2 weeks or more before I would have to reach back out to follow up on the initial request. I also spoke to ******'s boss 1 time (I think his name was ******) that promised he would be in contact with me the rest of the process. This was beginning of June and I never heard from him again. Per their contract, work should be completed in a timely manner other than weather or supply issues. Paint work is still needed on my house. I last texted ****** on 6/27/24 asking for an update on my paint and the job being finished. As of today, 7/9/24, I have still heard nothing back from him. Allstate has informed me that Tarrant Roofing are asking for release of depreciation with the job being unfinished. I want this job done to be finished so I can be done dealing with this unprofessionalism. At this point, I am not confident that the work was done without errors. They had to send the roofing crew out a couple of times for minor adjustments to flues and flashing. Unfortunately, I cannot receive any money that has been allocated by insurance for the timely delay so the only thing I can do is request the job is done.

  

  Business Response

  Date: 07/16/2024

  Hello ********************, 

  I apologize on behalf of our entire Team from Tarrant Roofing in the break down in communication with you during your recent roofing project.

  This is outside of our normal standard of excellence we hold our Team too.

  I have discussed with our scheduling department. The painting of the cornice returns has been completed. This job is **** completed in our system.

  I want to state that our re-roofing projects are backed by warranty and we aim for you to have a wonderful experience with us. 

  It is our goal to raise the bar in the roofing industry! However, we occasionally make mistakes but we do own them and correct them.

  Please read this with sincerity and our desire to correct all issues stated in your original complaint.

   

  Customer Answer

  Date: 07/16/2024

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:05/28/2024

  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.

  My house was affected by the tornadoes that struck the ******** area 2023. I contracted Tarrant roofing to replace my roof. Once they did their assessment I was told that several others things need care of due to the storm. It was a lengthy process due to them requesting over 65K work from insurance company. After months of rebuttals and other concerns the insurance complied. My roof was started and completed mid February 2024. The ancillary or other sub-work was supposed to follow. I was given a different color carport cover and was lied to about it. It is now 5/28/24 and much of the work is not completed. I spoke with the area manager last week and requested that they close out my claim and due a change order of the work not completed. I was told I would be contacted by a representative that I specifically asked not to return to my house or contact me due to his blatant disrespect and lack of professionalism that he displayed to me. It is now a new week and no contact at all. This company has left me with true regret and detest ,y decision in hiring them to do my work. I was promised things and then deprived of them by several different employees at one point it felt fraud (basically writing estimates and not fulfilling them). I need this relationship resolved and for other customer in a time like this to know that they do not have your best interest at heart. There is proof of other hoes completed and in less time.

  

  Business Response

  Date: 05/28/2024

  Hello *****************************,

  I have read over your documentation you signed with Tarrant Roofing. I understand that this type of damage widely impacted the community does take time to work through the insurance process.

  At this time work has been to completed on the roof, gutters and metal patio. The color of the metal patio was installed as near to the original as possible due to the materials available.

  We have documentation in our system stating to buy the kit for the metal patio requested directly by homeowner. We purchased the kit requested by homeowner.

  The above statement is directly associated with money.

  As you requested we sent out the change order to you on 5/24/2024 for your signature to be obtained to release the funds back to you. 
  As of 5/28/2024 you still have not signed this document. We emailed to ********************. 

  Please check your email for all communication from our office. This will give you the requested documentation, once received we will release the funds back to you. 

  We have completed work on the roof, gutters and metal patio to your satisfaction.

  The statement that you feel like we are holding your money is false. We have documentation on you calling our office on 5/23/24 and the change order was emailed directly to you on 5/24/2024. 

  Again, once you sign the change order that was emailed to you on May 24, 2024 the check will be mailed to you.

  Sincerely, Tarrant Roofing

   

  Customer Answer

  Date: 06/03/2024

  Complaint: 21767716
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 07/08/2024

  Complaint: 21767716
  
  

  To whom it may concern,
  
   I am writing to you as the legal representative of ***************************** regarding the substandard services provided by your company, Tarrant Roofing,  in which a contract was signed by both myself as well as ************* January 25, 2024. The work was started in February and although the actual roof was completed within 4-5 days the other work that your office was so adamant on completing took months to address. Noting that some were never completed, which was upon my request as well as your company on others. I know that I was rudely told that this work takes time to complete and that my state was part of a natural disaster. However, per your own previous employees, I know there were other jobs put before mine and completed as well as a family friend whose home was totally destroyed had more progress than mine. Not only did we experience anguish and distress during the initial process as your team went back and forth with my insurance company requesting approval and payment for work to be completed, we did not receive a reasonable fraction of the work to be done. 
  
  Also I find it deplorable that you would inform the BBB that I, ***********************, was either a neighbor or family member whom you were not aware of, when I've been your main point of contact as well as both of our names are listed on the contract attached below. To me this is true evidence of the lack of character and veracity of the work you display. 
  
   ***************************** is deeply disappointed and distressed by the inadequacy and negligence demonstrated by your team. To detail the issues, several sub-contractors came to the property all stating that their portion of the work should have been completed before the roof was placed. The issue with the carport cover, stating that I requested a white cover, which I did not, then back stating it was the available material, and then finally saying that the original cover was white and that was their only job was to replace what was originally on the house. Once I pulled pictures stating that one I did not request a white cover and showing pictures that the previous cover was white but with a dark trim to match with the gutters and roof. At that time after yet again rudely being addressed, I was told that they could paint them trim. It was then that I was told the painter could come every week for two weeks and no one ever showed. I requested that it not be done and we close the work order. I was also told that the tree removal that was listed in my contract could be done by ******* and then ***** who was absolutely deplorable and inconsiderate stated that ******* was new to this and that is not what they do it all. I asked, how was in the contract that he was present for when signed. He then told me that it could be a write-off and I could find someone to come and do it.
  
   During the 3rd walk-thru this time with ************************* I was told several different contradicting things about the work on the house that finally when we reviewed pictures from his ipad of before and after as well as physically looked at the fascia that was in the back of his truck he recanted. I was told by ************ that he felt that your company would refuse to pay him for this job and that he has several emails and texts which I've seen requesting for promptness to complete this job. Which makes sense that if the work is not completed he cannot be paid. 
  
  The irony is my uncle whose home was affected by the same storm used your company as *********** as the sales agent and had a different experience, however I learned that this was due to his work being done under a different administration. I really wish that we could have used your company during that time because this has been a subpar experience to say the least. This failure not only reflects poorly on your company but has also caused significant inconvenience and emotional distress to *****************************, who relied on your professional assurances. 
  
   ***************************** had entered into a contract with your company in good faith, expecting a level of service that was both competent and reliable. However, the shortcomings observed have been substantial, including but not limited to inadequate and  lack of communication and lack customer service. 
  
  I was told that the certificate of completion was sent when the roof was completed but like myself and state farm questioned, how when there was other work that needed to be done to receive the remainder of the payout. It was not until May 28-June 3, 2024 that the final change orders were completed. So for the young lady that I spoke with who was also rude and lacked customer service to inform that it was sent, seems puzzling especially with the attitude I was met with. 
  
   This constitutes a failure to uphold the professional standards expected of your company. We formally request the following remedies: 1. To ensure that ************ is accurately compensated for his work once you receive your final payout. Which state farm called yesterday and informed me that it was released this week 2. A formal apology to ***************************** for the lack of character and detailedness needed to complete the work on her home which led her to receive poor service from your company. 4. An immediate plan of action to ensure no other customers experience similar issues. We hope this matter can be resolved swiftly and amicably. We look forward to your prompt response. 
  
   Sincerely,
   *************************
   ************
   ********************
  

  
  

  

  Business Response

  Date: 07/24/2024

  Hello **************, We have been actively addressing your concerns in this complaint, we apologize for the delayed response but, due to several agreed upon adjustments in the work we do not have any tasks left to be completed. 

  As of July 24, 2024 we have received a check for $15,559.27. The letter you attached to the check stated that you are aware of additional funds to be paid to Tarrant Roofing. 

  At this time you are waiting to speak to the claims adjuster. We will patiently await your communication with adjuster to inform us of that conversation.

  We have attached the letter to this communication. 

  Please accept our apologize on behalf of Tarrant Roofing that you have had this experience with our company and our team members that lead you to write this complaint. 

  Tarrant Roofing is devoted to ensuring every current and future customer receives the highest level of service we provide. 

  Sincerely, Tarrant Roofing

  Please see the attached documents:

  Change order

  Invoice

  Letter received with check payment on 7/24/2024

   

• Initial Complaint

  Date:04/15/2024

  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.

  Roof is leaking from a vent pipe

  

  Business Response

  Date: 05/01/2024

  Hello ********************, 

  I wanted to update you on the status of the complaint and request to repair to leaking vent pipe.

  We completed the repairs on April 16th, 2024. 

  The repair was successful and is showing no signs of a continued issue. 

  During our phone conversation on 5/1/2024 you are completely satisfied.

  We appreciate your understanding during the repair process. 

  If you have any questions regarding this repair please call us at ************.

   

   

  Customer Answer

  Date: 05/02/2024

  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. And would like to also thank **** for getting the job done he stayed until he got it figured out and I'm very much appreciated that. Thanks to tarrant Roofing for getting it resolved in a timely matter. And thank you to *********************** for following up to make sure everything was okay. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:04/01/2024

  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.

  Tarrant Roofing contracted Oakline Floors to complete a hardwood flooring repair as a part of an existing insurance claim on my home. The claim was for tree damage, and repairs to the flooring was apart of the scope of work. The repair was completed in August 2023. In January 2024, we noticed the floor is beginning to ripple and it's so bad that it has pushed the baseboard out of place. I made ***************************** with Tarrant Roofing aware of the problem, and I was told to contact ******* directly. I spoke with ***** from ******* who suggested from the photos I sent him that it was moisture. Tarrant Roofing came back out to the house and clarified that there was not a leak present in the roof or the walls. ***** came out to the home on February **************************** which we have yet to see the results after a month later. Oakline keeps asking for us to pay a plumber to check a leak in the home, however there is no visible leak and our water bill has actually decreased. Tarrant Roofing is claiming they have reached out multiple times to Oakline Floors to get the data from the moisture test, however they have been unresponsive. I would like for the floor to be repaired by the responsible party. Since Tarrant Roofing hired Oakline Floors to complete the work, I feel they are responsible for holding the company accountable and getting the repairs completed. I have asked for follow up information regarding the moisture test on 3/19 and I still have not received it as of 4/1.

  

  Business Response

  Date: 04/04/2024

  
  April 4th, 2024

  ***************************
  *************************************

  Complaint Involves: wood floors buckling.

  ******************,
  On February 2nd, 2024, we were informed of the buckling of the flooring installed at your address in 2023. We sent out the flooring company to address the issue. Oakline Flooring did go out and do extensive testing on the flooring. The results showed moisture levels were high and Oakline suggested to the customer to have a plumber come out to do a test to locate a leak. Oakline has shared the results of the moisture tests with the customer.
  

  On April 2nd we received this complaint from *****************. We again reached out to ******* to verify all communications with *****************. Oakline again shared the results of the moisture testing done at the property on March 19th, 2024. 
  

  Tarrant Roofing contacted a plumber on April 2nd,2024 to secure the date to go out to Ms. ******** home to do a test to determine if a leak did exist. We called ****************** to verify the date and time of arrival for the plumber. With Ms. ******** approval, a plumber came to the home on April 3rd to test.
  

  The plumber determined that the home does have a current leak in the sewer pipes located under the ******* home.
  

  This result from the plumber verifies Tarrant Roofing and Oakline Flooring that the companies are not at fault for this leak. This leak is not a result of any work that was completed at the ******* residence.
  

  I want to state that Tarrant Roofing covered the payment to the plumber to go to Ms. ******** home on 4-3-2024 to go the extra mile for the customer. However, this action did not in any way admit fault for the leak.

  This leak is not a result of the work Tarrant Roofing or Oakline did at the home.
  

  Oakline Flooring: The moisture is reading at the home on ***************************************
  Attaching photos from the plumber of the pipe that is broken.

  
  Complaint resolution: Tarrant Roofing would like this complaint to be removed from our BBB page. This leak is not a direct result of work performed at the ******* residence and we have proven this complaint as false against Tarrant Roofing and our subcontractor Oakline Flooring.

  Sincerely, Tarrant Roofing

  Customer Answer

  Date: 04/12/2024

  Complaint: 21513847
  
  I am rejecting this response because:

  In speaking with the Tarrant Roofing on April 2nd, I was informed that a moisture test was completed in 2023 prior to installation. I requested the data from that test on April 2nd. I again requested this data on April 11th as I still have not received it. If a moisture test was completed during installation, I don't believe it should take over a week to get this data. I would like to keep the case open until data is received. 
  

  Additionally, I would like to state that I did not receive the February 2024 moisture reading until it was sent by Tarrant Roofing on March 22nd. I also do not believe any action would have taken place had I not opened this claim. Again, my main concern is with the installation performed by Oakline Flooring, however since I could not get a response from them, I now look at Tarrant Roofing since they were the ones who contracted this company. 

  
  Regards,
  
  ***************************

  

  Business Response

  Date: 04/30/2024

  Response on 4-30, 2024

  
  ***************************

  *************************************
  Complaint Involves: wood floors buckling.
  
  Hello ******************, 

  
  I understand your frustration however, as I stated in my 1st response, Tarrant Roofing sent out a plumber to come to your property on April 2nd with your approval to inspect if you had an active leak at your property.

  
  An active leak was found under the house during the plumber's inspection on April 2nd, 2024 (please see attached pictures).

  
  The leak is near the area where the floors are buckling. The plumber determined that the leaking pipe is the problem with your flooring, not the General Contractor or the installation company.  

  
  We strongly encourage you to immediately call a plumber to come out and fix the damaged pipe. The constant water leak is causing you to have high moisture levels in the home.

  
  I also want to address the moisture reading request from the installation day. We have requested this from ************************* I have had several conversations with them. They do not have a reading picture from the day of the installation. The levels from the moisture gauge were not showing concern on the day of installation, so documentation was not saved.

  
  First and foremost, our mission is to ensure that every product and service we offer meets or exceeds the expectations of our customers. We have exhausted all avenues to help provide you a resolution because of the leak still present under the home. This leak we believe is the culprit of the floors buckling.

  Again,we strongly encourage you to call a plumber immediately.

  
  I have shared a link from ************************ that might help you understand all the boxes were checked on the day of the installation within the **** guidelines please see the link below.

  
  **** guidelines.  www.nwfa.org

   

  Sincerely, Tarrant Roofing

• Initial Complaint

  Date:07/11/2023

  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.

  Tarrant Roofing failed to install necessary flashing after repairing my roof. After months of exposure to the elements, mainly rain, my home suffered significant damage to the framing as well as the floor of the house. Tarrant initially sent out a representative by the name of ******, who reported on the damage to the roof, wall (which I had to remove sheetrock to illustrate the damage), as well as the damage to the flooring and underlayment. His report also included pictures of all that was damaged. I had an outside structural engineering firm, and a third party roofing company come out and look at the damage and the flashing they installed and they found incorrect repairing from the company they subcontracted.****** left the company abruptly, which was not communicated to me; I found out after having to reach out to Tarrant after a couple of weeks. They then put me on the backburner for months, all while having a portion of my house framing exposed, as well as having all my flooring pulled up, with the bare slab exposed all downstairs. During this time, I spoke with a number of representatives of Tarrant, who made empty promises and provided no customer service whatsoever. i had to chase down *********************, a VP within the company, and owner, *************************** before they finally started moving on repairing the wall. They had sent out two different contracting companies, the first acknowledged damage to the flooring and told me they would recommend they repair the flooring.I am still awaiting completion of the repairs to my wall, and I have received word that they will not be paying for the damage done to my flooring. I am now having to seek other avenues to be made whole by this roofing company's lack of customer service.

  

  Business Response

  Date: 08/24/2023

  **********************, 

  We have reviewed this complaint.

  Due to ********************** ripping out the flooring himself we could not determine damage.

  ********************** took away Tarrant Roofing's ability to provide service to this complaint because he removed all of the flooring before allowing us to see.

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

   

   

  Customer Answer

  Date: 08/24/2023

  Complaint: 20305463
  
  I am rejecting this response because:

  The initial representative from Tarrant Roofing, ******, acknowledged there was mold forming under my flooring due to faulty workmanship and lack of flashing from Tarrants work; ****** took pictures as well. I came to find out later, after having to chase down Tarrant for help, that ****** had been terminated by Tarrant roofing  

  Since Tarrant Roofing knew about the damage under the flooring, I removed the flooring for the safety of my young children and family, and due to fears of black mold forming under the flooring.  Im glad I did, because it took Tarrant months to take action for any repairs to be done!

  Im also having to investigate the roofing repair done on my home, and the wall repair, as they have ignored my requests for any BOLs or work orders for the people they hired to fix the roofing and the wall.  The fact that legal action will have to take effect is stressing and taxing on my family.

  
  Regards,
  
  *****************************

  

  Business Response

  Date: 09/25/2023

  **********************, 
  We have reviewed this complaint.
  Due to ********************** ripping out the flooring himself we could not determine damage.
  ********************** took away Tarrant Roofing's ability to provide service to this complaint because he removed all of the flooring before allowing us to see.
  Sincerely, ***************************

  Customer Answer

  Date: 09/25/2023

  Complaint: 20305463
  
  I am rejecting this response because:

   

  Tarrant Roofing sent a representative, ******, whom I was told later had been terminated from Tarrant Roofing, who took photos of the floor before having to have it removed due to mold forming.  I wonder why Tarrant will not address this. 
  I have asked Tarrant for the notes that were taken, and they refuse to provide them to me, they also refuse to provide a work order for the repairs they had to make to ******* and interior wall that had to be replaced due to their poor workmanship. They also took several weeks to respond to my concerns. Their customer service has been horrible. The fact that this has yet to be resolved is infuriating, their actions, or lack thereof, are highly unacceptable. I am awaiting a resolution. 
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 09/28/2023

  **********************, 

  
  We have reviewed this complaint.

  
  Due to ********************** removing all of the flooring in the home himself we could not determine damage.
  ********************** took away Tarrant Roofing's ability to provide service to this complaint because he removed all of the flooring before allowing us to see.
  

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

  

  Business Response

  Date: 09/28/2023

  **********************, 

  
  We have reviewed this complaint.

  
  Due to ********************** removing all of the flooring in the home himself we could not determine damage.
  ********************** took away Tarrant Roofing's ability to provide service to this complaint because he removed all of the flooring before allowing us to see.
  

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

  

  Business Response

  Date: 10/12/2023

  **********************,

   

  We have reviewed this file again...

  All work has been completed per the adjusters worksheet.

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

   

   

   

  

  Business Response

  Date: 10/13/2023

  **********************
  
  In regards to the wall repair, it is my understanding that you were present during the repair and were able to see the work that was done.We removed any and all wood that was effected by the water from the inside of the house to the back of the brick, including the plywood sheathing. We do have pictures to show the wall repair completed and each step of the process showing every bit of water damaged materials replaced and if there is any concern with the repair we would always address that, but from what we show the repair is completed,every bit of wood was replaced, sheet rock was replaced, insulation was replaced,and wall was retextured and painted to match the existing wall. While we do understand the frustration that you went through with your home, we did make sure to not only repair the cause of the leak, but the effects of the leak as well in its entirety with the exception of the floors that were removed before we could make repairs. For the investigation it would probably be much more reasonable to review the pictures of the wall and roof repair showing the additional flashing that we added to correct the leak, which was additional to the scope of work of the adjusters work sheet and not something that insurance included. All of which we can provide and we think would provide much more than a bill of lading for materials or work order.
  
  In regards to the flooring, there was an area of flooring around the leak that was damaged due to the water that we would have fixed once the roof and wall repairs were completed. Our first goal is to make sure the leak has been stopped and corrected, then make repairs to the remaining interior work once we have confirmed the roof is free from leaks, and will not cause any additional damage to the interior. Construction is a process, and one that does take time when out of the ordinary circumstances appear such as this. The damaged area was one room in the house which we were not given the opportunity to fix before you had every inch of wood floors removed in your entire house.While we do have the responsibility to repair the area of the floor that was damaged, we were not able to do that because you removed all of the floors in your entire house before our flooring contractor could get out there to make the repairs to the damaged area. Just as there was damage to the wall, we repaired that section of the wall entirely, but we did not replace all the sheet rock in your entire house.
  All work has been completed per the adjusters worksheet and the repairable damage done by the leak.

  Sincerely, Tarrant Roofing

  
  

  Customer Answer

  Date: 10/16/2023

  Complaint: 20305463
  
  I am rejecting this response because:

  As for the wall and roof repairs made to correct the faulty workmanship, this was done by an outsourced company/handyman; I would like documentation of what was done to repair both the wall and roof.  I did not stand outside for hours on end to watch the roofing you company/personnel you hired (as explained to me by the individuals doing the work) do the repairs, I do not have the time to supervise them; same for the ****, who did the repairs for the interior wall.  I need documentation for all work done.  I also want to know why the flashing that was done as part of my repairs doesn't match the flashing of the original work.  If I want to sell this house, I need to show for repairs done to the home, especially when it comes to repairs to the framing of the home.  I do not understand why you cannot provide that to me, it is more than a reasonable ask.  Keep in mind that you sent two teams to inspect the home.  When R&E painting, the first contractor you sent out, visited, they also stated flooring would be damaged from the extensive leak.

  For the flooring, I was not going to allow mold to seep into my home.  ****** took pictures of my flooring, and he also acknowledged the water damage to the flooring as he could tell when stepping on the floor.  Furthermore, you and your team's lack of a response, and failure to repair the roof, while we went through several thunderstorms, causing more damage and water entering the home, required me to remove the flooring.  Also, per Lumber Liquidators, with whom I have receipts, the flooring to repair my home was no longer available; so yes, to counter your wall analogy, we would have to replace the entire floor as the whole first floor of my home matched, per pictures taken by ******, your Tarrant rep at the time.  I have written documentation of this.   I have the timeline of communication from when you KNEW the roof and wall were damaged, to when you ACTUALLY came out to make the repairs, which transpired over almost 2 months.  Did you really expect me to keep wet flooring and underlayment in my home, with my small children?  The customer service provided by your team is inexcusable.  I was trying to reach ****** for weeks, not knowing that he had been terminated.  Nobody bothered to follow up with me on my issues.

  I fully expect you to provide all written documentation I've asked for, and to cover the costs of repairing my flooring which was damaged due to your team's workmanship.

  
  Regards,
  
  *****************************

  

  Business Response

  Date: 10/18/2023

  **********************
  
  After reviewing these pictures further, the cause of the leak was due to the house not having the necessary counterflashing prior to our roof replacement, as can be seen in the attached photo. This means this area was leaking before we even performed any work. And per the insurance scope of work, installing counterflashing that was not present so was not included.
  
  In regards to the repairs:
  The repair performed to the walls and roof were not performed by an outsourced company, they were performed by a registered subcontractor of Tarrant Roofing, who performs work regularly for our company.One of which we inspect their work during jobs and with photos of the work throughout the job after each job. I have provided documentation of the repairs done,outlining all work that was done.
  
  For the flashing, it does not match the original flashing that was in place because there was NOT original flashing in place prior to our roof install, as can be seen from the photos. This also leads us to believe that this leak was occurring prior to our work. Our scope of work was directly in line with what insurance outlined in their scope of work. If you refer back to the adjusters work sheet the wall flashing was not part of the scope of work provided by your insurance company. So once we determined this was the cause of the leak we installed it here to make sure it would not be a problem in the future so that we could continue to warranty the work we performed. We also installed a water diverter to divert water away from this area since it was an area of concern.
  
  As for the flooring, while you state that lumber liquidators did not have the flooring to match the exiting flooring, we were not given the opportunity to attempt to match the flooring ourselves, or source that material ourselves using our resources before you had it removed. And while I do understand having it removed in the affected area to prevent any concern with mold, the area outside of the room where the leak occurred, referring to the additional rooms in which the flooring was removed, was not affected or damaged by the water in any way, and were not necessary to remove for the repair. This may have been a simple fix for one of our ********************************* who have several resources to source materials. Our leak had no effect on the areas outside the room in which the leak occurred and those areas of flooring were not damaged in any way. Again this was the result of a leak that would have been occurring before our roof replacement work was performed.
  
  We are a company that stands behind our work and will go through great lengths to repair any damage associated with our work, as a measure of good faith, as we did with each of the other areas that were damaged as a result of the prior leak. But replacing the floors in your entire house from a leak that occurred in one room is a bit outside of the scope of a repair from a leak.
  
  It should be noted that during our roof replacement we completed the work entirely, as it relates to the roof, that was included in the insurance scope of work, and due to there being no flashing in this area prior to our work this area leaked. We then took every step needed to not only to install the needed counter flashing, but every item that was damaged a result of this leak, with the exception of the flooring that is no longer there for us to repair and was removed during the repair process before we could make the repair.
  

  Sincerely, Tarrant Roofing 

• Initial Complaint

  Date:05/30/2023

  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.

  Tarrant Roofing was hired on March 17, 2023 to complete an issuance claim after a tree fell on my home. They were hired to complete a roofing replacement, window replacement, flooring repair and sheetrock repairs. Our sales rep and project manager is *******. Upon hiring this company, we were under the impression that this project would take a couple of weeks maximum. It is now May 30, 2023 and the only thing that has been completed is the roof. The company has done a very poor job with communication and the quality of work that has been performed has been far from satisfactory. Every time I reach out to ******* to ask for a status of the job, he lies and tells me he will send a crew out that week and it never happens. I have called the office multiple times where I have spoken with the front desk staff ********, as well as the ****** who completes the work orders. ****** has specifically told me that ******* has not submitted work orders so she is unable to complete her job. Last week, my insurance adjustor came out to the house to inspect the work that has been done so far and specifically stated that the work was poor and that ******* had submitted items to the insurance that he said were completed and they were not. I called the office again demanding to speak with the owner or manager. I was then told that the Regional Manager, **** would reach out and get the issue resolved. **** and ******* came out on last week and stated the work would be completed today, May 30 and tomorrow May 31, however no workers ever showed up and now they are pushing the project out another week. Tarrant Roofing has already been paid a total of $20,790.93 for work that has not been completed and each week I get the run around regarding when it will be completed. I have tried emailing and calling and I cannot get any action from this company. Please assist as I do feel like I was ripped off and I am not confident that this company will complete the work.

  

  Business Response

  Date: 06/22/2023

  Hello ******************, We have just been made aware of the complaint and are taking the needed steps to getting this issue resolved immediately.

  Sincerely, Tarrant Roofing 

  ************

  Customer Answer

  Date: 06/25/2023

  Complaint: 20120503
  
  I am rejecting this response because: the project is still open. Once all work is completed, I will close out the claim.
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 07/24/2023

  *******************************
  
  July 24, 2023
  
  I have spent time today digging into this restoration.
  A tree falling on your home is horrible.
  I got an update from our field representative working on your home.
  He stated we are actively working to continue to restore the damage done to your home by the fallen tree. The roof has been completed along with upgraded gutters from plastic to aluminum.
  We are continuing to stay in communication with your insurance company. This is a weekly call we make to check if the insurance company has released funds to cover the damage to the flooring. Currently, we have not received any additional funds to cover the flooring.
  
  The completed work at your home is listed below
  
  Full Roof Replacement with upgraded gutters on the front elevation of the home.
  Repaired and restored load bearing wall inside and outside.
  Reset windows on the front elevation of the home.
  Restored and repaired interior sheetrock in the living room.
  Painted walls in living room and sunroom.
  Replaced flooring in living room and hallway.
  Repaired ceiling in sunroom, living room and kitchen.
  Installed blinds in the living room.
  Blind installation for kitchen is scheduled for completion today 7-24-2023.
  
  Again,I want to state that Tarrant Roofing is actively working to restore your home.
  We understand that having the tree fall on your home has been a process to restore,repair and replace.
  It is our goal to restore all areas of the home that we have committed to doing!
  
  Sincerely,Tarrant Roofing Team

  Customer Answer

  Date: 11/08/2023

  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.
  I'd like to provide an update to this complaint. Tarrant Roofing has now completed all work for this project. **** improved his response time tremendously and ensured that all elements of the project was completed. We have finalized all payments and received our lifetime warranty, so this can now be closed. Thank you
  Regards,
  
  ***************************

• Initial Complaint

  Date:05/16/2023

  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.

  Paid over 10 thousand dollars for a new roof installation through insurance claim also for hail damage. After new roof was installed we have had multiple recurs for leaks and every time it has been a hassle and I've have to reach out daily to make sure we are being taken care of. Have been through multiple vps and project managers and here we are again still trying to get repairs done, have been calling for weeks with no answer and finally got an answer today and found out a lot of repairs need to be done. This has been ongoing for almost a year if not longer and we need this work to be done asap! Me and my wife had to take multilple vacation days in the past already and are fed up with this ongoing issue that the company seems to be forgetting we even exist if we aren't constantly calling in and filling them in on every detail of our situation every time.

  

  Business Response

  Date: 06/08/2023

  ****************,

  Tarrant Roofing is diligently working to complete all repairs requested at ***** Spring Shower, ***********. 

  Please know we are making sure that each needed repair is done with expert efficiency and accuracy.

  We will schedule each needed repair at your convenience and in a timely manner.

  Sincerely, Tarrant Roofing

   

• Initial Complaint

  Date:01/27/2023

  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.

  This company will not stop knocking on my door and trying to solicit business.This has happened no less then 3 times in the last 4 months and has been recorded on video.there is a sign posted " NO peddlers" which is ignored, IF they keep annoying us, charges will be filed for harassment, regardless of needing ANY work or not, we DO NOT deal with door to door peddlers. PERIOD!

  

  Business Response

  Date: 01/27/2023

   

  **************,

   

  It is our company policy to NOT knock on doors with a no soliciting sign.

  I will revisit this policy with the Teams and stress this to them.

  Please accept my sincere apology on behalf of Tarrant Roofing.