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:01/07/2025

  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.

  Fall of 2021 we had our original roof replaced by Rooftec. Summer of 2024, not even three years later we had a leak in our roof, causing damage to our ceiling. For the last 6 months we have been trying to contact Rooftec to repair the damages of our ceiling and take a mold test however we have been getting the run around after we verified w/ Rooftec that our contract has a 5 year workmanship warranty. After the initial leak, a tech came out to reseal our roof as he stated the original silicone used was not the appropriate strength. He took pictures of the roof and inside and advised someone will be contacting us about the ceiling repairs. After several phone calls and emails, another tech came out gave us a plan of action that the portion of the ceiling would need to be cut out, a mold test to be done on the interior part of the ceiling that is not exposed to rest of the house then patch and paint to repair the damages. He had a contractor come out at the beginning of August and said he would call me back with a quote, since then it's been nothing but excuses or no response and we are now going on 6 months with still no repairs or a date of when repairs would be done. We just want our ceiling back to how it was prior to the leak and for Rooftec to do the right thing. We had a great experience when we needed our roof replaced and referred several people to them, however now that we have a warranty issue, they are not taking ownership and responsibility for the repairs required.

  Customer Answer

  Date: 01/21/2025

  Please know the Sales contact from RoofTec that I've been communicating with through this process left me a voicemail on Monday, January 13th stating there is a misunderstanding regarding our contract and that our warranty is only good for two years and offered to cut us a check for $500. However their *** confirmed on August 6th, 2024, our warranty is good for a 5 year workmanship. Their response to this issue is not acceptable as I have two toddlers at home and the fact they are not taking this situation seriously and not honoring their contract is very frustrating, especially when there's a possibility of mold damage. The ask is for them to perform a mold test (from the attic part of the ceiling) and repair the damages caused by the roof leak and if there is mold, to remediate that ASAP since it would be a health issue.
  
  Thank you for following up.
  
  Warm Regards,
  
  ***** *********

  

  Business Response

  Date: 01/29/2025

  We attempted to call the customer first and left a voicemail. She responded with an email to us directly. Below is our response to that email.

  
  Attached is the signed agreement and a copy of the manufacturer's warranty. As noted on the contract, the box checked is a Systems Plus 50 Year Manufacturer Warranty with a 5 year Service Policy. This 5 year service policy dictates the depreciation length of the manufacturer's warranty. They will service and repair the roof for manufacturer's defects for 5 year before the protection begins to prorate. This is NOT a workmanship warranty. Our standard workmanship warranty, detailed in the box below the Systems Plus checked box, states "Material Manufacturer Standard Workmanship Warranty Repair 1 yr/ Full Replacement 2 yrs. As your roof was a full replacement, your workmanship warranty is 2 years from the date of installation, which was 10/1/2021. As a courtesy, we offered you $500 for the repairs, not accepting any responsibility, just to provide you with a courtesy to help with your interior paint. We also recaulked the leak area as a free repair. None of these actions were RoofTec accepting any responsibility for the issue or any repairs, it was simply a courtesy for a previous customer. As the roof is no longer under warranty, the ceiling repairs and any other repairs you feel are necessary will be your responsibility.

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22780048
  
  I am rejecting this response because: We reached out to the *** Manufacturer and they advised if there is a service period offered on our warranty, it would be directly through the contractor. *** does not offer workmanship coverage on their System Plus Warranty. We've had three people from RoofTec confirm the 5 year service policy is in fact a 5 year workmanship warranty. The 1-2 year warranty period RoofTec is mentioning in the contract is for the "Additional Areas of Construction", which in our case was for the gutters we had ***laced. We feel they accepted responsibility after their COO confirmed our 5 year workmanship warranty on August 6th of 2024, and they sent out one of their **** to assess the damage and collect a mold sample the next day. However they could not collect a mold sample due to the area not being accessible. We also received a call the same evening the *** came out to assess the damage and he advised the CEO is only willing to prime the ceiling because the actual cost of ***airs was too high in their opinion, but it should not matter since we have a warranty. At this point RoofTec is being negligent and dishonest. The fact there may be possible mold and them not taking it more seriously is very frustrating and concerning as a consumer. Being a small business, we would have hoped they would have done the right thing instead of avoiding our concerns and saying they are doing things out of courtesy when it's on them to pay for the ***airs.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:04/02/2024

  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.

  This company provided service on my personal property. The quality of the work was acceptable however they sent the "final" invoice 3 months after the project was completed. This was of course paid. Then sent an additional, new "final" invoice 3 months later claing the first was an estimate. 6 months after the project was complete they sent a "real" final invoice. When this was not paid immediately, they proceeded to call my place of business and my title company over and over and posted a negative BBB review about mer personally on my work place company BBB profile. They quality of work is satisfactory. How they go about getting paid, and then paid again, and then paid again and then slanders one personally on their place of employment's public BBB profile is entirely unacceptable and slanderous.

  

  Business Response

  Date: 04/03/2024

  Hi *****. When we started the process of working on your project, and as detailed in the agreement we signed,we worked directly with your insurance company to determine the work that needed to be completed and negotiated back and forth to approve the necessary items to complete your project. Due to the complexity of the project, with multiple structures, different roof types, solar panel removal and installation, there were many additional items found during the construction process. As these items were discovered, we notified the insurance company to get approval of said items and the release of the additional funds to cover them. The insurance company, being very busy from all the hail claims over the summer, took many weeks, even months, to provide approval for such items as well as for items found after the completion of construction. Some items found after completion could not be known until construction was completed. As items were approved and paid for by the insurance company, your invoiced total was updated to reflect these approved amounts. The initial invoices you received were never final,they were simply updated to reflect the currently approved items by the insurance company. Your out-of-pocket expense of your insurance deductible never changed, only the amounts approved and paid for by the insurance company.All the additional funds we collected were for money released to you by the insurance company and due to RoofTec for the work completed. I'm sure you can understand that after almost a month of no replies to calls to your office and personal phone, texts, and emails and the fact the project property was no longer owned by you as part of a real estate transaction, the recourse in collecting these funds was limited. I agree that posting to your business may not have been the best course of action, but given the history of working with you and your company previously and sending an invoice for work on an HOA you manage in September and after continued follow up and no response for months, finally receiving a check in March for the balance, it seems the reflection of needing to chase you down for payment is a something of a reoccurrence. I received your email about being on paternity leave and congratulations on your child,but to not return phone calls for almost a month while you have received funds from the insurance company that are due to RoofTec for over $4,000 is a bit unreasonable.The only time we received confirmation that the invoice would be paid is after we reach out to the title company that closed the project address to inform them that we had not been paid in full and you answering the phone right away when the title agent reached out to you and withheld funds from a transaction in progress to ensure we were paid in full. I have asked my sales representative to remove anything posted online about you and your company. I appreciate your business and I wish you, your family, and your company the best of luck!

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21521643
  
  I am rejecting this response because:

  I do not reject the agreement to pay for services rendered. It is the way in which the company chose to pursue payment after an extreme delay in project completion vs. invoicing. The property in question was sold 10 months ago, leaving insurance and Title the appropriate avenues for reimbursement. Public personal slander on place of employment business online profiles is an unacceptable way to pursue this. 

  Payment was issued via title. Assuming all online public postings are scrubbed, I can consider this matter closed. 
  
  Sincerely,
  
  *********************