Complaints
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/13/2024
Type: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.
They removed the old ones and roofed over the area. the skylight flashing kits only to up-sale us to the very same skylights we had installed. We seek a remedy to this issue that would allow us to have three of the skylights installed back on the house that would be included with a GAF warranty. ****** will charge $1400.95 (estimate) for the skylights and flashing kits. An employee of Thompson stated he would install the skylights for us at a nominal cost. We seek to have a resolution that (3) skylights be purchased from ****** and the Thompson employee install them at nominal cost and they be warrantied by Thompson. They removed the old ones and roofed over the area.
Business Response
Date: 09/03/2024
We will be reaching out directly to reach a resolution.
Thank you for taking the time to share your experience. We value all customer feedback and take it seriously.
At Thompson Roofing, we strive to provide accurate information and high-quality products to all our clients. Our recommendations are based on our professional experience and partnerships with trusted suppliers. We aim to offer solutions that ensure long-term roof integrity and customer satisfaction. Our quote for new skylights was based on this commitment to quality and proper installation. We understand that this may have led to a misunderstanding about the availability of flashing kits for your existing skylights. We always encourage open communication with our clients throughout the project. If there were any concerns or questions about our recommendations, we would have been happy to discuss them further and explore alternative options within our product range. We remain committed to customer satisfaction and would be open to further discussions about how we can address your concerns within the scope of our company policies and quality standards.We will be reaching out to see how we can help you.Customer Answer
Date: 09/04/2024
We are open to discussing a resolution to this issue. We are confident that a fair solution can be agreed to on this matter. M/MCustomer Answer
Date: 09/16/2024
We have absolutely no idea what Thompson Roofing is referring to in this last message. The last communication was that they would contact us to try to resolve this issue. There has been no contact or communication from them to us regarding a resolution to this complaint.
Additionally, the exact sky lights and flashing kits we had installed in the house are not discontinued and are on the market today.
Once again, Thompson Roofing is trying to delay a resolution to this issue by saying they can not find the exact de-mentions we had on our house. This statement is unsound as we have a quote for the exact skylights and flashing kits we had on the house that there representative said were obsolete. This is confirmed by them in saying that if we buy them they cannot be covered under their warranty.
Thompson Roofing is just trying to delay this complaint in hopes we will just give up. This company, in our opinion, has no interest in resolving this issue. M/M *********.
Customer Answer
Date: 09/16/2024
Additionally, the skylight access points on the roof have been covered over and the exact opening de-mentions have been voided by the re-roofing. No work inside the house is needed as we will finish the inside work which has no bearing on the penetrations to the roof with the installation of the skylights.Customer Answer
Date: 09/16/2024
Also, Thompson roofing will pay for this issue. Their representative is the one that told us the flashing kits for our skylights were obsolete and that is "root cause" for there removalCustomer Answer
Date: 09/17/2024
Complaint: 22121955
I am rejecting this response because:We have absolutely no idea what Thompson Roofing is referring to in this last message. The last communication was that they would contact us to try to resolve this issue. There has been no contact or communication from them to us regarding a resolution to this complaint.
Additionally, the exact sky lights and flashing kits we had installed in the house are not discontinued and are on the market today.
Once again, Thompson Roofing is trying to delay a resolution to this issue by saying they can not find the exact de-mentions we had on our house. This statement is unsound as we have a quote for the exact skylights and flashing kits we had on the house that there representative said were obsolete. This is confirmed by them in saying that if we buy them they cannot be covered under their warranty.
Thompson Roofing is just trying to delay this complaint in hopes we will just give up. This company, in our opinion, has no interest in resolving this issue.
Sincerely,
******* *********Business Response
Date: 09/17/2024
Please find attached the text message correspondence between the customer and the sales representative. To ensure the product warranty is valid, it is necessary for us to both purchase and install the product. Please note, the roof warranty is distinct and separate from any skylight warranty. *** does not permit contractors to warranty skylights under their factory warranty, as *** is not the manufacturer of the skylights. Additionally, retrofitted skylights may require interior work and additional framing. Considering these factors, along with licensing, workers' compensation, and overhead costs, we are unable to install custom skylights without appropriate compensation."Business Response
Date: 09/17/2024
The ***** representative recommended a fixed curb-mounted skylight instead of a deck-mounted one due to the low slope of the roof. However, the curb-mounted skylight is not available in the same size as the deck-mounted skylight previously installed on the house. The Lowes skylight mentioned by the customer is a deck-mounted model, which the manufacturer does not recommend for this type of roof."Business Response
Date: 09/16/2024
The material requested by the customer has been discontinued in the specified dimensions. As the general contractor, we are not responsible for materials purchased directly by the homeowner, and as such, those materials cannot be covered under our warranty. In this case, the replacement skylights do not match the dimensions of the original units. If the customer chooses to proceed with the proposed skylights, modifications to the substrate will be necessary to accommodate the new materials. Please note, we are unable to provide a warranty for materials not procured through our company.Customer Answer
Date: 09/18/2024
That statement is incorrect. The skylights that were mounted were curb mounted. Additionally, the skylights from ****** are also curb mounted. See attached quote from ******.
Once again. we believe you are not interested in resolving this issue. Please, tell me us how you intend to resolve this matter and let's resolve the matter. M/M *********
Customer Answer
Date: 12/09/2024
I would ask Thompson Roofing what is their solution to resolve this issue considering they are responsible for us being in this predicament?.Initial Complaint
Date:07/12/2024
Type: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.
Complaint: 21979077
I am rejecting this response because:The concern is not around my difficulty to obtain a HVAC contractor. I have had it inspected by a chimney professional and a licensed HVAC professional. Thompson Roofing dismissed my concern on two occasions before doing a thorough inspection and identifying installation flaws contributing to a leak. I was told someone would be coming to assess the damages which occurred as a result of the leak, which has not happened. Additionally, the leak still persists despite my inspection by HVAC and chimney professionals.
e. After contacting three (3) HVAC companies I was unable to find one to service this pipe. I ultimately contacted a chimney company to come inspect the situation. The chimney company identified no significant issues, just that it was old and likely could use replacement. There was no definitive evidence it was the chimney. In May 2024, no repairs had been conducted to mitigate this issue. Therefore, I contacted Thompson Roofing to perform a chimney delete in lieu of a repair. On 5/30/2024, they sent the technician out for the third time to do a leak test. During this visit the technician identified two areas of the roof install which were faulty. One was attributed to a seal which was not caulked appropriately. The second was a new part installed back in November that was damaged. The technician expressed these are commonly damaged as part of the install process. As of July 2024, the leak is improved but still persisting. I've requested a chimney delete in lieu of repair.
Sincerely,
************Business Response
Date: 07/30/2024
Dear ************************,
Thank you for reaching out to us about your recent experience with our roofing services. We take all customer feedback seriously and are dedicated to resolving any issues related to the roofing system project under our oversight.
We understand the difficulty you faced in finding an ************ to service the chimney pipe. Thompson Roofing is not a certified or licensed HVAC contractor or technician. Our expertise is limited to roofing systems and related construction scopes. HVAC work falls outside of our trade.
Our team has conducted a detailed inspection and implemented the necessary repairs within the original scope of work. We are committed to ensuring that roofing replacements and repairs are done right.
Sincerely,
Thompson Roofing and ConstructionBusiness Response
Date: 07/31/2024
Two of our senior project managers will be coming to the job sight for final, through assessment. The appointment for this is Friday, August 9th, 2024Customer Answer
Date: 07/31/2024
Complaint: 21979077
I am rejecting this response because:Thompson Roofing has extended the request to do an additional assessment on Friday, August 9. This date was selected by Thompson Roofing, despite me offering sooner availability. At this time, there has not been any discussion on how to move towards resolution. I am not able to accept the response on this compliant until that assessment is complete. This appointment falls outside the requested timelines by the BBB (7 calendar days), and therefore I am rejecting this response.
Sincerely,
************Business Response
Date: 08/29/2024
8-29-2024 *************** called BBB, they will be replacing the Flu base on Friday, Aug 30, 2024.Initial Complaint
Date:03/18/2024
Type: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.
Complaint: 21446674
I am rejecting this response because:Our USAA insurance adjuster and a Thompson Roofing estimator completed a thorough investigation of the repair work needed to fix our roof from the damage caused by a tree falling on it. Both parties concluded that a full roof replacement was necessary. While many items from gutters to exhaust pipes to holes in the roof were identified as needing replaced, at no point in time were there findings of a faulty/leaky **** pipe. Our home was built in 2005. The **** pipe was original and never leaked until after Thompson Roofing installed the new roof.
There were errors made by Thompson Roofing while completing the roof replacement such as short cuts taken, not honoring previously agreed upon timelines, and a broken skylight. Now we have substantial water damage on the ceiling in our master bedroom due to a new leak from a **** pipe that is on the roof. This is the same bedroom we just paid to have repaired due to water damage from the tree falling.
In summary, during appraisals the **** pipe was not found to be damaged, but after Thompson Roofing completed the work on our roof, the **** pipe is now damaged, leaking, and needs repaired/properly sealed. The broken pipe has caused substantial internal damage to our home, which also needs to be fixed. Thompson Roofing was the last on our roof. A reasonable person would assess Thompson Roofing is liable.
Sincerely,
t formed on the ceiling in our bedroom. The same room we had painted after the initial damage from the tree falling and subsequent water damage due to the hole in our roof. After inspection, it was clear the leak was from the roof. Thompson Roofing came out and identified the vent pipe for the gas fireplace was not sealed at the roof. They sealed the pipe for a temporary fix but stated they were not liable because they didnt replace that vent pipe and it must have been faulty prior to their work. We never had an issue with the gas fireplace vent leaking, the insurance inspector as well as the Thompson Roofing team did not identify an issue with the vent pipe when completing inspections of the roof prior to the work, and since Thompson Roofing completed a complete roof replacement, it is reasonable to believe this issue is related to the roof being replaced.
***** & ***********************Business Response
Date: 03/19/2024
The customer's complaint does not reflect our work. Their issue is with a scope handled by a different trade. Our roofing system is functioning as it should. The issues they are having are directly connected to their venting pipe, which an HVAC technician or LP handler would have to manage. We are not in the business of HVAC, gas products, or labor.Business Response
Date: 03/19/2024
Date Sent: 3/19/2024 10:40:17 AM
The customer's complaint does not reflect our work. Their issue is with a scope handled by a different trade. Our roofing system is functioning as it should. The issues they are having are directly connected to their venting pipe, which an HVAC technician or LP handler would have to manage. We are not in the business of HVAC, gas products, or labor.Initial Complaint
Date:04/21/2023
Type: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 June 2022 I had Thompson install an attached roof to my back patio. No more than a month after the posts were put in one post wasn't touching the patio and swinging from the roof ****. Project managers solution was to put a tapcon in and didn't have a building inspection scheduled for the framing. In March of ******************************************* the wrap and removed the attached fencing when I did so the post warped out so severely that it also no longer touched the patio. I've been working with the project manager for over a month now and every week is an excuse for the warranty repairs to be pushed to the next week. I expressed that this is a safety concern but that has had little impact. Was told one post would be removed but the other is needed for support even though it's just hanging there. I was also charged for pickets and railing that were never installed. Things that need to be done:Fix/remove posts that are hanging,Fix fascia wrap, Fix gutter downspout if second post is removed because the downspout is attached to it,Reimbursement for unnecessary materials/non installed pickets and railings,Building inspectionBusiness Response
Date: 05/26/2023
**************, we are sorry you are having this trouble with this project. We will be working to resolve any issues you have with this project.
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