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:03/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The roof masters was hired to complete the change in roof for my home at ***************************** with a start date of January 2nd . After completion of the roof and upon the next subsequent rain on Saturday Feb 15th we noticed a water spot dripping through drywall on the down stairs floor. After opening walls to identify the source of the leak it seemed to have come from a patch the roof masters made where the stucco meets the facia of the roof. We immediately called roof masters that day and asked that someone to come out and look at the issue and address. Nobody did until 2/22/25. A repair was made. We asked that someone come to address the inside of the home as their leak caused much damage to the walls, insulation, framing and MDF on the interior portion of the exterior wall affected. Nobody came. They called us later and said that damage to the inside of the home was not covered under warranty but they would check with their manager and get back to us. Nobody did. Upon the next rain, 3/4/25, the same are in question was leaking. Further damage was done to inside of home. Called to fix and they came today 3/6 but when I called and asked when someone can come look at the damage they did to the inside, ***** from roof masters told me they wouldnt be responsible for the damage. I told her that next steps need to be put in writing and that I would be opening a case with the BBB. The immense damage to the inside of my home was due to their negligence and theyre refusing to remedy the situation. As of 3/6/25 the workers are still attempting to fix the leak.

  

  Business Response

  Date: 03/18/2025

  Mr. and **** *******,
  

  We sincerely apologize for the frustration and inconvenience this situation has caused. We understand how important it is to have these issues resolved promptly, and we truly appreciate your patience as we work toward a solution.
  

  We have received your message through the Better Business Bureau (BBB) and want to assure you that we take your concerns very seriously. It is our understanding that the roof leak was repaired on Thursday, March 6, 2025, by ******* ****, and that there have been no reported leaks since then. Additionally, our Project Manager, *****, has been in communication with ******* and has offered to mediate the drywall repair to help move this process forward.
  

  To take the next step, we have availability to meet with our drywall installer on Friday, March 21. Please let us know if this date works for you so we can schedule accordingly. Our goal is to ensure that your home is restored to your satisfaction, and we want to work together to find the best resolution.

  Once again, we sincerely regret the delays and any distress this situation has caused. We appreciate your cooperation and look forward to working with you to resolve this matter as quickly as possible. Please dont hesitate to reach out with any further questions or concerns at **************.
  

   

  Best regards,

  ****** *******
  Owner

  Customer Answer

  Date: 03/19/2025

  Hello,

  We appreciate that the ******* completed the repair to the roof on the evening of the complaint. He was tenacious, patient and kind. Since that day and after subsequent rains, we have not had any further leaks. However, on the day of the repair to the exterior it was raining and the painting of the exterior stucco (where the repair was made) could not be painted.  Once this area is painted per the contract, I will consider the exterior portion of the complaint complete.  
  

  With regards to the inside, we are not available Friday the 21st however we will be available Monday March 24th-Thursday March 27th. Please let us know if any of those proposed dates are agreeable. 

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

  

  Business Response

  Date: 03/21/2025

  Hello ******, 

  
  Thank you for your update and for your kind words regarding our *******. We're glad to hear that there have been no further leaks since the repair.

  
  We appreciate your patience regarding the exterior painting. We are available to complete the interior repairs on Thursday, March 27th, between 8:00 AM - 10:00 AM.

  Please confirm if this time works for you, and we will schedule accordingly.
  

  Let us know if you have any questions, and we look forward to completing the work.
  

  Best regards,

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

  Customer Answer

  Date: 03/24/2025

  Hello,

  We will be available on Thursday March 27th between 8-10 for the painting to be completed. Please provide a date and time where the dry wall contractor will be by to ***** the indoor damage. Please note we will be out of town Friday March 28th through Thursday April 3rd, thus, any assessment of the inside damage will have to be done before or after those dates. Please reply with a date so I may insure I am available. 
  

  Thank you,

   

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

• Initial Complaint

  Date:08/23/2023

  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 had my apartments roofed 8/21/2023 by The Roof Masters. It has since leaked every time we have a heavy rain. I have contacted them at least seven times, have filed a complaint here before. Sent pictures of leaks....damage.
  Roof has a 20 year warranty on entire roof and it has now leaked consistently for 6 years without resolution.

  

  Business Response

  Date: 08/31/2023

  Hello,

  We had an appointment to meet in person with Paige Hardy today, 9/31/23. However, she rescheduled the appointment for 9/8/23. I will personally be meeting with her and see how we can resolve her concerns. 
  

  Thank you, 
  
  Adolfo Verdugo, Owner
  The Roof Masters 

• Initial Complaint

  Date:02/15/2023

  Type:Sales and Advertising 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.

  January 16, 2023 via phone and email we contacted The Roof Masters (RM) regarding several leaks in our roof. We notified them the roof is under warranty. We were told to send an email with photos and video, which we did that day. We received an email response stating they would be in contact. No response was received from RM. January 25 we sent a follow-up email regarding status. No response was received from RM. Feb. 13 we called and sent another inquiry and additional video of leaks. No response from RM. Feb. 13 after several phone calls to RM, they stated they would call us back with answers and that they had a glitch in their scheduling system. No call backs received from RM as promised. After another call we received an email response from RM asking for more information. We provided the info requested. RM replied stating they would respond by Feb. 14 by end of the day. No response has been received from RM as of end of day Feb. 15. However, social media demonstrates that for new customers they have been able to make same day appointments. It appears they do not want to deliver on projects under warranty.

  

  Business Response

  Date: 03/03/2023

  Good afternoon ******,

   

  I hope your day is going well.

   

  ****** is out of town today, and we want to make sure we reply in a timely manner.

   

  We did have the opportunity to speak with **** on Wednesday 3/1/23. There was email communication with one of our coordinator’s, concerning **** has with a leak coming from her roof. Stated it could be due to workmanship of The Roof Masters work completed in 2020. During my research I noticed that there was a service call that was scheduled for February 27^th and for unforeseen weather conditions our roofer had a minor accident and did not make it to the appointment. In between those emails I noticed that there was some miscommunication and emails where somehow missed and later answered.

   

  I am personally in communication with **** to take care of her concerns and we have rescheduled a service trip to her property tomorrow Friday 3/3/23 between 9am-10am.

   

  As I explained to **** from the area, she circled in the aerial photo that this leak can possibly be coming from her vents can be caused from the high winds we got these past few storms water can trickle in from there (it has not leak since). However, I did offer to send our foreman to assess her roof/vents and address if there are any repairs that may be needed that was caused of the performance of our work. This has been the only leak that they’ve had since moving into the home.

   

  Please let me know if there are any other questions you may have, or we can assist you with. ****** can be reached at (844) 766-3968 ext 0.

   

   

  Kind regards,