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:04/06/2025

  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.

  I got Dr Roof to do my house roof, garage roof my eavestrough, soffit, fascia and siding.  They left a bunch of rotten boards on my house roof I had to get them to come fix it. They changed some but not all the rotten boards, When they did my eavestrough they put the down spouts in the wrong spot so I called them to come fix it. They only fixed one, they left a big mess around my house and then they did the siding in the front of my house. They didn't change some of the wood pieces, they left a hole with wires sticking out where my outside light was and the siding under my window is falling off so I phoned them to come fix it. They sent out one of their people to look at it he said they would fix it , then the next day I got a call from the owner of Dr. Roof he said that nobody from Dr. Roof would be coming back to my house to fix anything because I complained too much *** ** **** **** ** *** *** ****** I have not made the payment for the siding because the contract says don't pay till the job is complete and it's not completed

  

  Business Response

  Date: 11/06/2025

  Gerald called our office yelling and swearing about how we left rotten wood on his roof. I immediately responded to his complaint and inspected the area of the roof in question. The size of the rotten spot was about the size of an orange. It was completely covered the the drip edge flashing and the self adhesive ice shield. It never would have posed a problem, and installing a tin patch  and ice shield over small areas of rot is very common in the roofing industry. But since this is not how we do our work, i told him absolutely that I would change it. The repair was performed quickly without any issue. I personally inspected the grounds to make sure that the clean up from the roof install was spotless, which it was. Gerald called again yelling and swearing about an exhaust duct that was not connected and that we put roofing debris in his attic. I again responded quickly. I went and did an attic inspection, with Gerald in the attic. It amazing how his attitude changed with a man standing in front of him, rather than talking to a lady on the phone. He was nice as pie to me.  I showed him the roofing debris he said we put in his attic was likely from a previous reroof as the debris was cooked to a crisp and obviously not from the job we just completed. Gerald had no comment nor did he apologize. No big deal. His duct was definitely not connected properly. But in conversation, Gerald revealed that he had just changed the duct over the weekend. It had been 2 weeks since we completed the roof. I didn't make mention of his comments because at this point my number one priority was to make the customer happy. I went back to the office and looked at the contract and the roof diagram. There was no mention on either document showing an exhaust vent on the roof. I also looked at his house on Google maps to see if there was an exhaust vent. There was only an attic vent. ** **** ***** *** ******** ** ***** **** *** ***** ***** ********* ***  But again, I returned and provided the correct vent and vent flange, and connected the exhaust vent in an effort to have a happy customer.   The downpipes were installed as per the diagram the owner agreed to. Sometimes minor adjustments have to be made due to the slope of the house, fences, walkways etc. Adjustments were made and it became a non issue. Gerald called again yelling about the mess left on the ground from the trough install. The trough was installed with snow on the ground. There is always some residual dust, mud, granules from the roof left in the trough after the shingles are replaced. With the snow on the ground, it was impossible to do a complete clean up. I personally inspected the debris. There was a a small amount of screws and nails, and mud out of the trough. The screws could have easily picked up by hand in 2 minutes and a garden hose could have washed the mud into the landscaping. But Gerald decided to make a huge deal out of it again. I sent my installer back to clean everything up as soon as the snow melted. I told my office staff to make sure that the siding contract was followed to the letter so that there were no complaints. We were hired to remove the old siding and install new siding. Which is what we did. There was never any mention of removing stucco or window brick molds. There was certainly  never any mention of cladding any of those items as we do not do cladding. Any where the brickmolds butt up the stucco, there is a potential that the stucco will be damaged during removal. We do not remove them, especially on this house as I could see Gerald demanding his entire house be restuccoed due to chips from removing the wood. The old light that was attached to the house could not safely be reinstalled. My installers told Gerald that on the day the installation was completed with Gerald on site. Gerald again called the office yelling and swearing at the lady that answers the phone. At this point I had enough of Gerald. I told him that the job we were hired to do was complete and we would not be working for him again in the future. About a week later, Erica calls me on my direct line. ***** *** ***** ** *** saying that she's going to take over the conversation for Gerald. She tells me that "all the siding is flying off my house" I said no its not. I told her that the people that work at Dr. Roof are good people and we do not deserve to be yelled and sworn at on the phone. * **** *** **** her *** *** ******* *** *** **** ******. They have yelled and sworn at us for the last time. **** **** **** ***** ** ******* *** ***** ********** **** ** **** ***** **** ** *****. ***** **** ***** ** *** ***** *** ** *** ****** ** **** *** ***** **** ** ***. I didn't want to listen to her yelling so I hung up.  Gerald called me right back. He yells *** ******** ****** ** ******* ***** I said to Gerald,"every time you call us you're yelling and swearing". ** ******** * ***** ***** ** *** ***** ** ***** * ******** **** **** ****** ** ** ** ******* ****** ** ******* ***. ** *** ******** **** ************ *******" ****** *** ***** *** *** **** ******. They made every small item that could have been fixed with a polite phone call into a raging yelling swear fest on the phone. Nobody at Dr. Roof deserves to be treated like that and I won't put up with it from these 2 any longer. ***** ****** **** *** **** ** **** *** ********* ** **** **** **** *** **** **** **** there is no warranty until the job is paid in full. 

  Customer Answer

  Date: 26/06/2025

  Dr roof has put a lien on my house I've been trying to contact them for over a week now to make payment and they won't return my calls so I don't know what I'm supposed to do now

  

  Business Response

  Date: 27/06/2025

  Paul has taken some time off and likely not aware Gerald has been trying to reach him.  The homeowner has the office email and phone number but has not contacted us through these options.  Gerald and Erica have called the office on previous occasions so they do have our contact information, though they have been extremely belligerent in most of those calls, ***** ** ******. They also have our estimator's contact information but he has not received any communication from the homeowners. If the need is urgent they could reach out to us at any of the alternative contact options.   If they do contact us through one of the other options,  I hope they will remain civil in their communications. 

  The lien was placed as the homeowner stated to Paul that he was not paying the bill after the installation was completed.  As of today the bill remains unpaid though we offer several payment methods to make it easy for homeowners. 

  Customer Answer

  Date: 30/06/2025

  I have called all three numbers for Dr. Roof I left messages on all of them and no one has called me back

  

  Business Response

  Date: 30/06/2025

  Hello,  We have all our call records and would be happy to share them if necessary but have no record of a call from Gerald on his known line. If he is calling from an unknown number and does not leave a message we are unable to return his call.  Please ask that he calls or texts our office cell ************ or our office line at ************.  If we are on another call or away from the phone, please leave a message. 

  Customer Answer

  Date: 30/06/2025

  I've been calling all those numbers and left messages when I call it doesn't ring it goes straight to the answering machine i have also sent text messages to number ********** I called  AL today and left a message, they can call me at **********

  

  Business Response

  Date: 30/06/2025

  We have spoken with Gerald today and will be working with him on resolution. 

• Initial Complaint

  Date:25/10/2022

  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.

  New roof was installed in 2019. Extended 10 years warranty on labour was added to the payment. Business is ignoring all my messages and requests to get back to me, to fix the leak.
  I’ll appreciate your assistance in this matter.
  Igal

  

  Business Response

  Date: 01/11/2022

  On approximately February 15, 2022 we received a call from the home owner that there was a leak around the skylight area on a back portion of the roof of the sunroom. On Feb. 16 I sent the home owner a text message from my cell phone asking him to confirm his name, address, and phone number so that there would be no errors on the work order.  My crew attempted to perform the service on Feb 17 or 18 but were asked to come back after the blizzard had passed. My crew returned on Feb.22 and performed snow and ice removal around the skylight area. There was no mention of any further leakage in that area or other leaks after this work was performed.   We are very busy in the winter doing ice and snow removal. We always give our existing customers priority service. I don't always pull the file out for each job. We are just too busy to dig through 30 years of data.  Snow removal is a pretty straight forward process that doesn't require previous job knowledge.   

  On June 8 I was asked to come back to the house to look at the skylight area again. I always take the file with me on leak calls so I know exactly what we did on a building. I found that we did not work on the skylight area of the house. That area was listed separately on the contract. I'm not sure why the home owner chose not to replace that area. You would have to ask him that. He also mentioned that there was a small leak in the garage which I personally attended to while I was there. 

   

  Since June 8 we had multiple rains and storms. 2022 was actually just declared the wettest summer on record.  I never heard anything from the homeowner at all and considered the leak area above the garage resolved. You can imagine my surprise when I received the complaint  dated October 24, 2022, over 4 months after I last spoke to the home owner.  I went back through all my personal emails, the Dr. Roof office emails, and my text messages to make sure something wasn't overlooked. I found that I  have no record of any emails or text messages from the homeowner, other than the one text message to confirm the name address phone number. 

  I have copies of the original estimate request for a meeting, signed contract, invoice (with a credit larger than what was paid for the warranty upgrade) pictures of the ice dams, and pictures on the text correspondence between myself and the homeowner, and myself and my crews that worked on this address available for review ** *******  

  I have been the owner of Dr. Roof since its first inception as **** ******* ******* ** ****. I have always looked after my leak issues promptly. I'm not sure why this homeowner felt the need to contact the BBB when a simple phone call or text message to me would have worked. I would be happy to review the area of the roof above the garage if that is the area in question. ***** *** **** ***** *** ****** *** *** ***** ******* * **** ******* *** ****** ************* ** ** **** *** ***** ** **** ***** ** * ******** ******* 
  
  *

  Sincerely,

  Paul *******

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

  Customer Answer

  Date: 05/11/2022

   
  
  Complaint: ********
   
  
  I am rejecting this response because:

  Several voice mails left on business phone number,( auto answer machine) promise to return a phone call within few days.

  The current request is a leak NOT from the Skylight, but from the roof above the garage, that was reviewed months ago(4-5), since then ignoring ( as mentioned) my calls.
  
  
  
  Sincerely,
  
  
  
  Igal *******

  

  Business Response

  Date: 09/11/2022

  We have returned multiple calls from multiple lines and have not received a response.