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:01/11/2024

  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.

  Had a brand new roof and gutters put on by this company in 3/2022, cost $40K. This week we looked up in the attic and saw a major leak and mold growing. They sent out a guy to look at it and he went back and told the office it was condensation and would dry out. I requested a second opinion because that is not what I'm seeing. They sent a second guy who shook his head back and forth and said this is not good. He told me 2 of the 4 roof vents were incorrectly put in and the holes in the plywood were too large. The water is leaking down and under the underlayment on the plywood sheathing. He tarped the roof as I wait to hear what Valentine plans on doing. They emailed me saying they would send roofers out next week to seal the vents and that the plywood would dry up on its own. This is not even 2 years old and obviously they did not install correctly in the first place. Oh did I mention they totally forgot to install one vent when originally installing the roof and came back out pulled back the roofing material at that spot and cut a hole. (Yes this is the one majorly leaking and causing mold). I called up Valentine and couldn't get a word in with the ************************* that claims to be the owner of the company and she constantly told me I was yelling at her. I told her they needed to replace the wet and moldy plywood and cut the hole in a new piece to the correct size, she said they will not replace the plywood (that's not how they do things!) I do not want mold in my house and I don't want them to cover it up because it will always be there and could grow rapidly. I've asked numerous times to talk to the true owner but they will not assist with my request. Not only this roof, but I have referred them business to install 2 other roofs at my place of work and a friend.

  

  Business Response

  Date: 01/12/2024

  We have spoken with the customer multiple times and absolutely recognize the need for a fix for this situation. We are actively developing a plan to fix all issues and will monitor it moving forward to ensure that our resolution is sufficient. We regret that we werent able to able to identify the issues sooner so as to avoid any inconvenience to the customer, though we are confident that we will be able to come to a successful resolution.

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 21127382
  
  I am rejecting this response because the roof issue has not been taken care of yet.  I have been contacted by a manager and they are supposed to come by tomorrow (weather permitting) to review the problem and decide how to proceed.  I cannot be happy with the resolution until I know it is fixed and fixed correctly.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/18/2024

  I totally understand ****'s response. We are working to get on location to address the issue. We were supposed to come out yesterday, but her driveway was iced over so we were unable to do any work. 

  Customer Answer

  Date: 01/24/2024

  The roof repair has been delayed twice due to weather, they now have it scheduled for February 8th (dependent on dry weather).
  i do not want this case to close until after that date or whatever date they finally resolve all the issues.  

  Can it stay open?

   

  Customer Answer

  Date: 02/08/2024

  Valentine roofing is refusing to provide me with a written document of the planned repairs to my roof and are refusing to replace a piece of plywood that is soaking wet and moldy in my attic due to their improper installation of the roof vent.  There are now 4 other locations in the attic in which mold is growing caused by 2 leaking roof vents improperly installed and the mold is spreading quickly due to their delay in scheduling and providing me with proper documentation.   ****** at Valentine roofing is rude and not customer service friendly at all!   I do not know what next steps could be without hiring an attorney to uphold the warranty on my less than 2 year old $40K roof.  She sent out roofers today anyhow without agreeing to replacing the plywood and the roofers even agreed the plywood should be replaced but they couldn't do it because they take orders from ******.   I did not want to allow them to do half of the project because obviously the plywood would need replaced before any other vent sealing, so she called the roofers and told them to leave my house.

  Customer Answer

  Date: 02/21/2024

  This issue is still unresolved and it's been over 6 weeks since I first notified Valentine Roofing of the leak.  We had a mold inspection done and that guy said that Valentine did not provide adequate ventilation during their original install of our roof.  We have requested Valentine to fix that issue along with fixing the leak and paying for mold remediation but they are dragging their feet and refusing still to put a repair in writing to us.  I would like to know what options we have to get what we paid for less than 2 years ago on a product that was supposed to last us 25 years?  Valentine Roofing failed miserably in properly installing a ventilation system that they sold us in addition to improperly installing vents that leaked.  We never had mold in our attic and now it is everywhere.

  

  Business Response

  Date: 02/28/2024

  We have been working with the customer to schedule the removal of existing vinyl soffits that were impeding intake ventilation. Our intent has always been, and remains, to resolve this problem. We are covering any costs associated with ventilation changes, and mold remediation. We will continue to monitor whatever solution route we take to ensure that it is sufficient. We would have hoped to have all this completed by now, but bad weather early on delayed our ability to work.

  Customer Answer

  Date: 12/03/2024

  Roof is leaking again in 3 spots that are the same as occurred earlier this year that they claimed to have fixed. We want a total refund so we can get a different company to do the entire roof replacement correctly.

  

  Business Response

  Date: 12/10/2024

  The original complaint was resolved in spring of this year (see attached letter). The customer reached back out in Fall with new concerns. We have been responsive and actively engaged with **** to resolve every issue she brings to our company. Our goal is to find final and suitable resolution for the customer and our company.

• Initial Complaint

  Date:11/16/2023

  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.

  In March 2023, I got new roofing completed by Valentines Roofing. They were efficient in their work however, my exhaust fan vent in the kitchen began sounded weird in late October 2023. As of today, November 16, 2023, we began to investigate why the exhaust was sounding weird. As it was taken apart, we found piles of roofing pieces, water bottles, wood pieces and nails that had been clogging up. The fan in the exhaust vent was ended up getting damaged by all the debris. We are now in the process of seeking compensation to get the exhaust in our kitchen in working order. We have tried called Valentines Roofing and have not received any calls back.

  

  Business Response

  Date: 11/17/2023

  The customer just made us aware of this issue. Our understanding is that this damage was just discovered and we reached out immediately to work on compensation resolution. We are actively working with the customer on ensuring their satisfaction.

• Initial Complaint

  Date:10/03/2023

  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.

  A new PVC membrane roof was purchased in 2018 from Valentine Roofing with a fully transferable 20 year labor warranty. Roof purchase included all new scuppers and downspouts. In 2023, it was noticed that two gutters were overflowing on the opposite side of the downspout. This constant inundation with water has caused some damage to the facia. Pictures in ****************************************************** 2023 show no change in structure has occurred in that timespan. On or about 9/28/2023 Valentine Roofings *************** evaluated the condition and believed this condition should be repaired under warranty due to drains being installed in the wrong location. However, on or about 9/29/23, **** from Valentine Roofing called the homeowner and indicated that this improper downspout location installation is in fact not covered by warranty, which was later restated in an email to the homeowner. The email stated that scuppers and downspouts are installed in a like for like manner (implying Valentine Roofing will only replace parts in the location they were found in, regardless if this results in a deficient condition).On 9/29/2023, a bid was provided to the home owner for $2778.17 to install two new scuppers and downspouts in the correct locations for proper drainage.A competent roofer installs drains at the low points of gutters, not the high point, even if this was the location of the existing drains. Proper installation at the time of roofing replacement would have prevented water damage to the house. A competent roofer tests the function of gutters and drains after installation. A competent roofer uses a level to see which way water will flow.The drains should be relocated under labor warranty due to a bad install.

  

  Business Response

  Date: 10/10/2023

  Management was just made aware of this issue and is working with our warranty department to implement a fix for this customers problem which will be covered under warranty. We are actively looking to connect with this customer to make them aware of this solution.

  Customer Answer

  Date: 10/16/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, then spoke with Valentine Roofing. They proposed installing two new downspouts under warranty, and proposed a 11/1/2023 start date. This resolution is acceptable to me, and I will contact you again if there are issues with this resolution. Thank you very much for your help.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently had a metal roof installed....than during the rain it leaked and did some interior damage...All they did was smear caulking near the area and said all good...They refused to pay for the damage and told me theres no guarentee...I keep getting fed a line of b.s. and dont know where else to turn

  

  Business Response

  Date: 07/18/2022

  Valentine Roofing installed a standing seam metal panel roofing system on the home of ***** ******* in 2021. A final inspection was performed by the city of ******* on 8/11/2021. The city finalized the permit after the inspection was finalized. 

  
  On December 29th, 2021 ****************** contacted Valentine Roofing because a plumbing pipe was leaking after a snow storm. Valentine Roofing sent a technician out on December 31st to address the concern. After a thorough inspection by a roofing expert, it was determined that the boot for the plumbing vent was not properly sealed during installation resulting in the leak. The technician sealed the boot. 

  
  The roof has not experienced any leaking since this repair was made despite several months of record rainfall in 2022. 

  
  Since this complaint was filed we have been in contact with ****************** and have offered to fix the interior damages caused by the leak and have scheduled a warranty technician to return to the home on 7/23/22 to discuss the customer's concerns regarding the location of the vent itself.
  
  

  Customer Answer

  Date: 08/07/2022

   
  Complaint: 17545147
  
  I am rejecting this response because:

  
  
  
  Everything Valentine mentioned is incorrect...the city inspector did not inspect the roof...he stood in the driveway and gave his blessing....its a 2 level house...as for the installation of the metal roof....the vent pipes were not moved so as not to conflict with the seems which is not industry standard...as for the caulking...I shouldnt have to caulk my foof every year just before the winter rains
  

  
  

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