Complaints
This profile includes complaints for Dr Roof Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:01/28/2024
Type: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 started 12/27/2023. I had called Dr. **** for a leak in my roof. One of their technicians came out to look at my roof and said there was a charge of $270.00, which I paid by check the following day. He said he would get back to me with an estimate and arrange to tarp *******. I never received a call back. I had called Dr. **** multiple times over the next 2 weeks asking for an estimate. Finally on January 11, I requested a refund. ***, the ** in ********* called me back and after being insulting and making excuses as to why no one had called me back in 2 weeks, agreed to refund my money. Now, another 2 1/2 weeks later, I have not received any money.
Business Response
Date: 02/24/2024
This complaint was resolved several days ago, a refund was sent via mail and the customer had not received it therefore became upset and filed a complaint.
we cancelled the check then drove to the residence and personally hand delivered the refund. It was my understanding that the customer then agreed to retract the claim. I addition to that the careless and negligent employee was terminated for poorly serving the customer.
RESOLVED
Initial Complaint
Date:11/20/2023
Type: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 had the roof replaced in May of 2022 due to leaks which caused a mold problem in the garage. There was no other mold in the house or attic. After the mitigation of the garage mold, we contracted with Dr Roof to replace the roof with all new plywood sheeting. A few months later we noticed mold growing on the sheeting in the garage and contacted Dr Roof to come out and look at it. They were not sure what was causing it but said they would investigate. Did not hear from them so I called and they came out again and the problem was worse. We also discovered mold on the sheeting in the attic of the house. Dr Roof came out a third time and they still were not sure what was causing the problem but they did install more vents in the attic of the house for ventilation but did not move the insulation from the vents. They said they would get back and have an engineer look at the roof. We did not hear from them again. We had an independent contractor come out to inspect the house and as well as the same mitigation company. They discovered the mold was spreading in the attic due to moisture from leaks. The mold also had spread down the walls of the house. He recommended replacing the roof and removing all contaminated drywall because of the spreading mold. Also, our insurance company came out and agreed that the roof caused the problem.Business Response
Date: 01/05/2024
Good morning
*************** to the complaint as requested, please see the attached letters that have been sent to *********************** as an attempt to resolve the matter of complaint.
we have not ignored this matter and have taken this seriously however some communication had been lost throughout the process of resolve, we are working diligently with the customer for
permission to involve an unbiased third party consultant ( forensic envelope expert ) and the reason we suggest this is so we can obtain the factual findings for resolve not the opinions of unqualified individuals, we suggested that if the expert find this is not roof related that Mr ***************;pay for the expert or if in fact this is found to be a fault of roof installation or workmanship then we would be willing to work out the resolve and the cost. we are not in any way saying that there is a possibility of some liability to us however we are not 100% convinced this is a roof related issue as the roof he had us install seems to have been due to this pre existing issue and again i want to express that an expert third party consultant would be able to identify the cause. I truly believe that the problems in this home were pre existing ?
Initial Complaint
Date:10/24/2022
Type: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.
Contacted Dr Roof Inc. For them to give a quote to replace a roof. I was told it would be $250 as a deposit, which will be used towards the project after they sent a quote. Just give the driver a check when he does the inspection to provide a quote. The next day after their employee showed up, I get a call saying "Oh by the way it's an additional 8.4% on top of the 250. I'll need you to drive down to pay it." Which I was never informed to begin with and was told only 250 was all that was needed. I said, have a driver swing by and I'll give him a check but I'm unable to make it their. They refused to pick up the check. I asked to speak with a manager about it. Later I got a call from the same person and not the manager, who said they spoke to the manager and they actually didn't need the 250 deposit because it was a roof replacement quote. They said they would refund me the 250 and will send a check out. Fast forward 1 month. Still no quote and no refund. I called back and was told they will rush it. Again another month later and still no refund or quote.They took 250 and provided no service whatsoever. Thievery.Business Response
Date: 10/25/2022
this is a very clear case of poor communication on the part of our admin staff and we sincerely apologize for any inconvenience this has caused ****************, this was and is an honest mistake based on multiple factors and again we apologize for this. Dr roof is not as was stated by the customer in his very disparaging remarks we are a family owned and operated business of over two decades and we intend to fully resolve this matter so long as **************** will allow us. we will be reaching out to him today in hopes to solve this problem.
SINCERELY
*********************** president/CEO
Customer Answer
Date: 10/25/2022
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.
Sincerely,
***********************************Initial Complaint
Date:06/20/2022
Type: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 Dr Roof to install siding onto our beach home located in ******* ** and it was determined by the manufacture that the issues pertaining to the current condition of the siding is entirely due to incorrect installation of the Nichiha **************. The installation was done 10 years ago and we have had ongoing issues. Nichiha flew out a product inspector this past spring to determine the issues and take corrective measures. We have been in contact with Dr Roof, continuously and most recently all communication is thru Dr Roofs lawyer - *********************** - they have refused to respond to a email communication which was sent on May 19, 2022.We have been 'working' on reaching acceptable terms of repair and warranty of Dr Roof's workmanship of those repairs. As consumers we have offered numerous options and have not received any consideration from Dr Roof - and their workmanship which has waived ANY siding warranties from Nichiha due to their poor installation and refusal to take corrective measures as recommended by Nichiha. We have obtained numerous bids from other siding companies as requested by Dr Roof. Their actions have merited no movement other then delay upon delay of resolutions.Business Response
Date: 06/24/2022
please see attached response letter to the complaint filedCustomer Answer
Date: 08/02/2022
See attachmentBusiness Response
Date: 08/05/2022
Greeting
Attached is our response to the Nortons claim
Sincerely
***** trusty
Dr roof incCustomer Answer
Date: 08/12/2022
Complaint: 17453361
I am rejecting this response because: the request for mediation has not been resolved or addressed. We stand by our statements and the foundational issues remain - no resolution on process or warranty given by Dr Roof on the remedial repairs set forth in Nicihias inspection of installation by Dr Roof. Inspection resulting in the voiding of their 50 year manufacturers warranty.We have kept this response brief & factual. As we have been persistent in not allowing the faulty installation to remain as is and to hold Dr Roof accountable on repairs to date and to clearly outline process/warranty of Dr Roofs efforts in the full ***************** ) efforts to resolve or adapt faulty siding installation methods.
please advise next steps to mediation.
Sincerely,
*********************Customer Answer
Date: 08/17/2022
I have tried to respond to this message and have not received confirmation that it was successful in being transmitted .... I will follow up with an email.
*********************
Customer Answer
Date: 08/19/2022
Good Morning
I responded via email yesterday with the attachments requested. Please advise if they need to be sent again. In lieu of that I have attached two documents the Nichiha Warranty which is voided due to a Nichiha inspection of faulty installation practices AND the contract for Dr Roof for the installation of the Nichiha siding product in 2010.
Kindest Regards
***********************
************
Business Response
Date: 08/29/2022
Please see attachedCustomer Answer
Date: 08/30/2022
Complaint: 17453361
I am rejecting this response because:the statement references do not correct BBB beliefs and proposed resolutions which do not align with the various inspections of siding professionals AND the Nichiha Warranty Inspection findings which does NOT limit the need of corrective measures as written in response within the BBB process. Dr Roof has identified corrective limitations to 12 boards based upon their own parameters which do not align with any third party inspections NOR the Nichiha Warranty inspection. ******* never identifies nor limits the corrective measures by number/location nor degree as the improper siding installation process is throughout the entirety of our home. As Dr Roof's own previous corrective measures - which were installed improperly a second time - cover several locations on the home currently. Photographic proof of curling/separation and faulty attempts of 'replacement boards' have been provided in previous responses and also transmitted from within the Nichiha Warranty Inspection report. There is no question of faulty installation yet Dr Roof is consistent in their denial of responsibility for corrective measures across all siding boards, limiting their repairs to their arbitrary number driven by unknown reasons of supply on hand (?) AND the lack of workmanship warranty/guarantee of their own corrective measures. How can that stand as corrective measures of a standing contract with Dr Roof. We have been actively pursuing this issue for years and this current effort is now going into it's 14th month!If BBB is not offering mediation because of Dr Roof's refusal to participate with a third party process - please advise us. We will pursue next steps. It has been and remains our intentions to mediate an fair and mutual agreed solution. We wish to have siding on our home which will pass any home inspectors report - absent that ability we have grounds for remedy as our contractual agreement with Dr Roof has NOT been met nor are their 'repairs' acceptable to any standards of siding installation process/procedures.
Sincerely,
*********************
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