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:01/28/2025

  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.

  Roof was tore off and a storm blew up before they could tarp it. It caused $ ****** in water damage to the inside of our home and they took no responsibility for the damage nor offered an apology. All the insulation in the attic got wet, water came through the ceiling around the light fixtures and window and door headers. We had to remove all insulation from the attic then replace it. The living room ceiling and three walls had to be removed, reinsulated and dry walled and then had to be plastered and repainted. Total reconstruction, 2-1/2 months. This has caused much stress and inconvenience to myself and my wife.

  

  Business Response

  Date: 03/01/2025

  We sincerely apologize for the challenges you experienced during your roofing project. We understand how difficult and stressful this situation was for you and your wife, and we deeply regret the inconvenience it caused.
  
  Unfortunately, an unexpected storm moved in before our crew could tarp the roof, leading to water damage inside your home. While this was an unforeseen and unintentional event, we acknowledge the impact it had. When we met with you, we offered our sincere apologies and supported your request to use a restoration company of your choice. Because of this decision, we were not in control of the restoration timeline, which extended over 2.5 months. We completely understand how frustrating that must have been.
  
  We are relieved to share that our insurance covered the damage, and ultimately, your home is now protected with a high-quality roofing system. However, this experience has reinforced the importance of ongoing communication, even when customers choose service providers outside of our partnerships. We have taken this as a learning opportunity and will be improving our processes to better support our customers through similar situations in the future.
  
  Again, we regret the difficulties this situation caused. While we will not be issuing a refund, we hope you understand that the payment covered the installation of your new roof. We truly appreciate your business and the opportunity to serve you. If theres anything else we can do to provide further assistance, please let us know.

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -We told our salesperson (***) that this was an insurance job. He said as long as we kept in contact with Overhead, that being late would be fine (since insurance takes time).**** was due 12/15. We got a call from ****(manager) on 12/20 threatening to send us to collections that day if we didn't pay! We got a loan and paid.-When redoing the roof, they ran into ******* (not included in the quote). They did not reach out to us to get ahold of insurance. I was the one who called ****(project manager) and asked him what was going on when i looked on my camera and saw a bunch of boards being taken off. This was not included in the quote, Overhead did not take enough pictures (you'd think they would knowing it's an insurance job) and now the extra $2,800 came out of our pocket because insurance will not cover it due to lack of proof.-Overhead sent a message to insurance saying the *** was damaged due to being WET, not from dry rot. When I talked to ****(manager) today (1/3) he stated that planks were too gapped and insurance would not pay for it anyways. Which has nothing to do with ripping it off in the first place without reaching out first to make sure we could get it covered first.-***** and *** both said they work with insurance all the time. Today (1/3) **** said this is why they don't work with insurance and that's why we signed a contract.-There was A LOT of lying, miscommunication or no communication, the threatening to take us to collections, and we are now out $2,800 because of them which we do NOT have. Not to mention all the back and forth begging them to talk to insurance.

  

  Business Response

  Date: 01/12/2025

  Hello **** thank you for sharing your experience with us. We wanted to touch on a few points of your complaint. The salesman was unable to see the wood from the attic to determine it was wet prior to the roofing installation and during estimating process we do not remove shingles to determine if there is wet OSB under the roof system. In the contract however, we do share that we will inspect all decking and remove/replace any deteriorated wood decking at a rate of $4 per linear feet of roof boards and $60 per sheet of OSB. Included in this proposal is the replacement of (3) three sheets of OSB at no charge. I've attached a picture here of where this is indicated in your contract where you signed and the date you signed the contract. You can find this on page 2 of the contract copy you have. We are very sorry there was wet OSB and it couldn't be preplanned in the price but making sure your new roofing system has a solid, dry, nailable surface is the proper way to install your new roofing system to ensure all your manufacturer warranties will stay in tact. 
  
  We are sorry you feel there wasn't proper communication during this process.The contract is very important and why we document here what happens when we run into wet boards that need to be replaced. 
  
  Each insurance company is different and you are our client, not your insurance company. We can assist the best we can, however don't have any control over what they approve or deny. We have all the necessary documentation and photos of the roof deck during this time. The project was completed October 31st for the roofing work, we did contact you in January to indicate we needed to collect any outstanding payments and after our courtesy window allowing you to get it worked out with insurance, we have to collect. ****** call was one last attempt and he was just communicating to you that after this call, it moves onto our lawyer. That isn't meant as a threat, just communication of what happens next. Unfortunately we cannot not collect payments due to us for services provided. 
  
  We do apologize you feel your experience wasn't satisfactory and respect your feedback. 

  Customer Answer

  Date: 01/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  So because you have a contract, that makes it ok to not communicate and LIE?! 

  You did not have necessary documentation.. you sent insurance insufficient pictures of any damage making them have to deny coverage of the ***. If you would have done your job, there would be no reason for them to deny us since according to you the boards were damaged from being wet!

  Also, there were no phone calls in January to pay anything.. it was all paid before Christmas..when **** called to "communicate" that he would be sending us to collections if it wasn't paid that day! 
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:11/01/2024

  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.

  I called overhead solutions because my roof was leaking. They came looked at it and said they could patch it but could not guarantee it if patched. Then said we could replace the whole roof and be sure it will not leak again along with a 10 year warranty!!! So I decided to replace the whole roof. That was in 2020 the roof has been leaking ever since it was replaced. They came out twice and patched it and said you should be good. The third time they came they are now telling me that it is leaking from a metal pan thats on the roof and that they did not do the pan and that its not covered under warranty. Then offered to put rubber over it for $2500. Long story short I called because of a leak, they sold me whole new roof, never fixed the problem. Ive called and talked to several people to try and resolve the problem they basically said sorry but not on us.

  

  Business Response

  Date: 11/18/2024

  ****** we are so sorry to hear about your experience with Overhead Solutions and we want to make this right for you. I've attached a picture here for reference on your roof. You are correct we did replace your asphalt only roofing system in July of 2020 and apologize that didn't stop the leaking situation you had going on. It appears the leaking that you've got going on is on the flat roof portion which we did not remove and replace. We can see from our documentation that there was an attempt made at one point in time to patch your flat rubber roofing section. In 2020 and 2021, it was only myself, the owner, looking at any workmanship warranty claims. I don't have record of any visits during that time however that doesn't mean it couldn't have happened. We apologize that during any of those visits we don't have record of, that it wasn't properly communicated with you that the leaking was coming from the flat roofing section. The first visit we have record of is 9/27/24 where we then we were able to identify through attic pictures attached, that the leaking is coming from the metal pan around the chimney on the flat roofing section. That is when we presented you with an option to replace this portion of the roof at $2,500.00 cost. We do apologize this wasn't an option given to you initially. When we gave you an estimate, the shingles were in rough shape and needed to be replaced. It was the salesman's stance we replace the most obvious part of the roofing system first, the deteriorated shingles. There is a fine line between going to a project adding on more to a project that may not be an issue and being an honest company versus throwing it all out there and not being 100% sure it was the flat roofing section that was leaking because of the deterioration of the shingles before we replaced it. We are a company that wants to stand behind our work, customers and doing what is right. We could offer you to do the flat roofing section at cost if that is a path you'd like to take we would be more than happy to help you get this resolved. Again, our apologies that your experience wasn't a 10/10. 

  Customer Answer

  Date: 11/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  This is not acceptable.  The contractor sent people to my house twice and they patched the metal part in the pictures they attached and said it would be good. they also have been the only people on the roof in the 12 years I have owned the house. do not know why they don't have record of that but that is what happened.  I was told by them that my shingles had 5-7 years or so left on them by the guy who was here, not that they were in poor condition. also it is clear by the water damage in the pictures they attached that the leaking is and was coming from very top of roof where the part they have been patching is located.  as a consumer and hiring a roofing company I believe that when the roofing company says that they are replacing the roof that is leaking and that I don't have to worry about it for ten years while under warranty that it is reasonable for me to believe that means the whole roof not just parts of it.  bottom line is they were hired to replace a leaking roof and it still leaks and they are not standing behind it.  all I want if a roof that doesn't leak witch is what I believe I paid for.
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 01/14/2025

  We will reach out to the client directly and replace the rubber roof, we ask that the customer provide a copy of the contract to us at this time as well.