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Business Profile

Roofing Contractors

Top Roof And Exteriors
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/11/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    The company installed a skylight with a blind that was not what was expecting or what I was invoiced for. I tried to email, call and text both Top Roof and ***** (the blind company) , I was completely ignored and told they would call me back. It has been months. The Velux rep finally got back to me after I went to the regional manager directly - informing me that I would have to pay for a new blind and the associated installation cost. This is completely unacceptable. I would never do business with either of these companies again.

    Business Response

    Date: 19/11/2023

    Hi ******, I understand your frustration with the whole experience, on the other hand, we did not install the blinds and/or did any recommendations for the blinds, they have been install by ***** and we installed the skylight that's all we did. Also, your email that you sent was to *****, we've always answered your calls and emails. This is an issue with *****, not us. I find this complaint absolutely unfair.  At the end of the day ***** should pay for their mistake and the extra cost of installation associated with it. They are the one who recommended a blind that doesn't match your need not us. 

    Give us a call to see what you would like us to do. 

    Thanks

    *********

    Customer Answer

    Date: 27/11/2023

     
    Complaint: 20825443

    I am rejecting this response because:

    I emailed your team numerous times over many weeks with no response. I finally was able to to talk to **** twice over the course of 3 weeks, both times he said he would talk to Velux and would get back to me. Not one time did he call me back with an explanation or resolution. As you confirmed your company regularly does business with *****, and the blind was ordered and paid for through Top Roof. Velux currently wants to charge me for a new blind and installation (hardly fair). You both are telling me to deal with the other party. I didn't get what I was billed for and expect a refund for that portion. It should be Top Roof that is working out the error with ***** not the consumer. 

    Sincerely,

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

  • Initial Complaint

    Date:17/10/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 contractor did my neighbours roof and left my evestrough full of garbage from removing their roof, old shingles on my roof. Roof debris in my yard damaged my down spout, knocked rock dash and paint off the side of my house, left tar marks where the garbage they threw off the roof has hit my house

    Business Response

    Date: 08/11/2022

    Hi, when we received a call from our client saying that you have left a note on their door about some garbage that was sitting on your side and in the gutters we sent the crew right back the next morning, there was stuff that the crew didn't see and you contacted us, once again we sent the crew back right away to address the situation and make sure it was done properly, which they did.

    The proximity of your house and our client house makes our job very difficult, we always do our best not to drop stuff off the roof but accidents happens sometimes and we apologize once again for the inconvenience. 

    It takes a lot of efforts to build a reputation in the roofing business and we always do our best to make sure that if we have a complaint we'll do everything it takes to fix it. In this case we did everything that needed to be done to resolve the situation as quick as possible, I don't think the complaint on our BBB page was or is necessary, at the end of the day the issue has been fixed. 

    I hope you understand.

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