ComplaintsforThe Roofing Guys

• Initial Complaint

  02/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 10th, I had a salesman come out from The Roofing Guys to look at my roof. I told him my main concern was the soffits and gutters and a soft spot in the roof. He told me the whole roof needed to be replaced and he insisted that I give a deposit of $7,000 for them to begin the process. I told them I needed it done before the end of the year for tax purposes. Consequently I heard nothing from them for a month. On December 11th, RN Contracting offered to do the roof (and areas I'd hoped they'd do but weren't going to do yet) for much lower. I asked RN Contracting about my $7,000 initial deposit and they assured me every roofer returns a deposit like that as a matter of courtesy in this area. But when I called the Roofing Guys they informed me the money was theirs, all of it. Two days later when the new roof was on (and could no longer put a roof on the house any longer), they still claimed that the $7,000 was theirs, end of discussion. I happen to know that their supplier does not charge for returns on materials and also know that the roofing materials they were to use are in no way unique, commonly used on other roofs they do. So basically they took my money and refuse to give it back. That represents my entire salary for this year. I have filed a complaint with the Attorney General of the State of ******** now. They still are refusing to return my money.

  Business response

  03/28/2024

  This customer, *************************, is not a customer of the ********, ** location.  This is one company with two different locations and two different owners.

  Re this complaint, on November 3, 2023, he contacted us about getting roof and gutters.  On November 10, he signed an agreement stating he had 72 hours to get his money back.  After 72 hours, we go into ordering materials for your home.  On December 8, 2023, he called asking for a refund.  We told him it was past the 72 hour time limit to get a refund.  Why would he put down $7,000 if you don't want someone to do a job for you? He found another roofing company to do the job cheaper than we were going to do it.  We found out the other company did not have a license.  We told him we were not giving him his refund back.  The total amount due was over $14,000 for the job.  On December 8, we told him he was not getting his money back because his materials had been ordered.  He was told numerous times on December 8 starting at 10:28am.  We did not know why he wanted a refund.  We found out later that he was going with a different roofing company.  He had 72 hours starting from Nov. 10, 2023 to get a refund back and no matter who he went with, because he signed a contract with us on Nov. 10, he will not be getting a refund.

  Customer response

  03/28/2024

  Complaint: 21351703
  
  I am rejecting this response because:
  
  This company claims this is a contract.  But as you can see there is no estimated start or termination date as required by ******** Contract Law.  I waited a month with no contact whatsoever from The Roofing Guys despite my request that they complete the work before the end of my tax year.  And so they must now return the money they now have in their possession.  It is not theirs to steal.
  
  Sincerely,
  
  *************************

  Customer response

  04/18/2024

  Hello.  The Roofing Guys have now returned my deposit if $7,000 which satisfies my request for it to be returned to me.  ************************;

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had the roofing guys put on a new roof in December *****. after the completed their job, I noticed a large amount of nails in my driveway and yard. I had to purchase a magnet to retrieve the nails and I retrieved enough to fill a gallon jug over half full. I then noticed on the north side of my house they knocked a hole about the size of a silver dollar in my siding. along with the hole I had many large scuffs all over my siding from the them not being carful when they removed the shingles from the roof. in June of 2023 I noticed some gray epoxy on the shingles that seal the vent tube up for my gas furnace, I didn't know if a shingle had blown off or if I had a small leak from this. I called the company in June 2023 and explained to them about the roof, siding and nails in the driveway. I advised them I could take a picture of the gray epoxy on the roof and send it to them. the man on the phone stated there was no need and he would send someone out. nobody ever came to look at my roof or call. in august 2023 I called the company again and told them the same thing I did in June. the man on the phone assured me someone would come out and look. nobody came to my residence or called. January 2024 my wife called and asked them to call her husband back. the man on the phone assured her when he got out of a meeting he would call. to this date nobody from the company has called or came to my residence.

  Customer response

  02/23/2024

  Hello, a representative from the company came by on 01-30-24 and stated he had to speak with his boss and then get back with me.  as of todays date I have yet to hear back from the company.  thank you, ***********************;

  Business response

  05/09/2024

  As of 4/5/24 we have been out and inspected the roof. His complaint is in regards to a damaged piece of siding. He said he had to power wash his roof after our work. If we broke a piece of siding during the install, he should have told us then, not a year after.

  Customer response

  05/11/2024

  Hello, I did not wait 1 year. I called the following spring 2023  when I was outside mowing and discovered all these issues. I called them several times and was promised they would send someone out and never did.  I called in June 2023,August 2023, and my wife called the Roofing guys in January 2024, and they promised her they would call and did not. I called again in January 2024.  the company never came out until I made a complaint with the BBB.  the roof was put on in December, so I wouldn't be outside mowing in December or walking around my yard.  my driveway was full of nails as my yard.  While push mowing I stepped on 2 nails and they stuck in my foot.  My wife also ran over a nail in the driveway and got a flat, on a vehicle that was only a couple weeks old.  The gray glue that has ran down my roof from when the placed the furnace vent pipe back on.    There was not just 1 issue, there were many.  As you can tell by their unprofessional response, they never had any intentions on fixing or addressing the problems they created.  when a representive from the company finally came out after I made the BBB complaint, he assured me I would hear back from the company in a couple days.  as of todays date nobody from the company has tried to make any contact with me.

   

  Thank You.

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

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  In March of this year, I signed a contract with The Roofing Guys to install gutters on a new house. The contract was for $4,326.09 and I paid half of that to get on their wait list. They showed up about 6 weeks later for the install and told us that they didn't have the appropriate material for the install. We then also had a delay, but by July 6, we were ready and were told they would be out in about two weeks. Since then, we were told twice they would be out within the week, but they never showed up. In the last 3 weeks, I have called many times and they do not answer. Their voice messaging system says messages cannot be left. The last time I called, I asked to speak with the owner and told them if it wasn't installed by the end of the week, I wanted a refund. We still have not heard anything from them. We want our deposit back.

  Business response

  08/23/2022

  The information above is incorrect. We showed up to do the job and the contractor told us that the job wasn't ready. We waited a month and came out again and the contractor freaked out on us telling us they would let us know when it was ready. Then the home owner contacted us in June stating that it should be ready soon and someone named Alan would be contacting us when it was ready. She also notified us that now she wanted to change the color we told her that yes we could change the color but the materials were special order and there will be an additional charge. We ordered the new materials and got them in a few weeks ago and she was then added back to the schedule which is usually 4 weeks out. We called and notified her that we would install the gutters Thursday and Friday of this week and she told us that no she did not want us to come to her  house and she just wants her money back. We informed her that for starters the deposit is not refundable plus she had us order all new materials and we have way more tied up in materials than her deposit. Her only options are to let us finish the job and then pay her final balance or to lose her deposit.

  Customer response

  08/25/2022

  Complaint: ********
  
  I am rejecting this response because: The company should be made to respond to actions and my allegations that have happened since July, which is when I said they began failing to show up when they said they would.  Everything they are referencing were from prior to July, which I had no complaint about. 

  In early July, when we were told the materials that were previously on back order were in, they told us they would have it done "within the next two weeks." Then on August 8th, they said it would be done August 9th or 10th. It was not done and we received no communication whatsoever about it. Again, we have called nearly every day since the 10th and they do not answer the phones and you can't leave a message.  

  As to their offer to install this week, I did NOT tell them "no." I told them on Tuesday (Aug. 23rd), when they offered to install today (Aug 25th), that I would talk to my husband and call back.  I called back August 24th and agreed to have them go ahead and install the gutters on Aug. 25th.  So, the company's statement below that I said "no" is completely false.  This can be further evidenced by the fact that I just received a call from the company (August 25th), wherein ******* just informed me that "their guys called in sick today," and they would install tomorrow (August 26th). If I indeed told them "no," why did they call and say they couldn't do it today, but would do it tomorrow?  Furthermore, is it possible that their entire crew called in sick? This is typical.

  I informed ******* that if the gutters are not installed tomorrow (August 26th), then we would take legal action.  (This is a new construction and we have had a large landscaping project on hold, waiting for these gutters to be installed.)

  Lastly, as to the change referenced below, when ******* did the original bid, we asked for gray/gunmetal colored cutters.  He said that he could not find them at that time (in March), so he would bid it with black and continue to check on the gray color.  I have an email from *******, wherein she sent me the available gray colors and I responded with the color I preferred.  I was never told this would be a problem, as the company said in their response.  We were also told that they can use the black gutters for another project. 
  

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

  Customer response

  08/26/2022

  As an update, the company did not show up today, Aug. 26, as promised, again. They have not called and will not answer my calls.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/21/22 we had a new roof installed by The Roofing Guys. They completed the work in one day, were there from 7am until almost 10pm, and were supposed to come back the next day to clean up. On 3/22/22 when I arrived home from work, I went in my bedroom to find a leak in the ceiling. We did not have any leaks prior to the new roof. I contacted *******************, who was the contact person I had and he apologized and said someone would be out the next day. I also told him that there was a piece of the fascia hanging off the side of my house that needed something done with it, as well as pieces of shingles still laying around. The next day he came and put a tarp around my chimney and said that is where the leak was from due to the installation being done wrong because of improper measuring. A couple days later someone came out and fixed the problem and we have not had a leak since. The fascia was left hanging for a week because **** said he did not see it when he was there. I found a bucket of nails that were not picked up, because they did not come back the following day to clean up as they promised. On 3/28 there was a shingle blown off from our ridge cap, and it was replaced on 3/29. The most recent issue that I need help getting resolved in on 4/7 I noticed 2-3 shingles blew off of the same ridge cap I already had a previous issue with. I called **** and he is out of town so I called the office and spoke to the receptionist. She said she was sending her boss a message and would get back to me. I called again that afternoon and the following morning and was told the same. My husband called this morning and he also was told the same. At this point I'm concerned my roof is leaking in to my attic and I'm going to have another leak in my ceiling. I am being ignored and do not feel they intend to honor their work, just as they did not offer to compensate for the leak I now have to repair in my bedroom ceiling and all the issues I've had.

  Business response

  04/29/2022

  We fixed everything that was a concern for her.  What we fixed was not part of the contract, but separate weather damage, but we fixed it for her anyway.

  Customer response

  04/29/2022

  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. I was not aware it was not covered by my contract as it happened within a couple weeks after installation and I was ignored and did not receive a call back from anyone telling me this was not covered. If someone would have called me and told me this at any point from the first time I called that Thursday through the day I filed this complaint the following week, I would not have filed this complaint. My contract tells me I have a warranty for workmanship as well as for the shingles but doesnt specify exactly what that includes. 
  
  Sincerely,
  
  ***************************

*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. ↩