Complaints

This profile includes complaints for On Top Roofing & Restoration's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  On Top Roofing & Restoration

  11605 Meridian Market Vw Ste 124-348 Falcon, CO 80831-8237

  
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  On Top Roofing & Restoration

  4539 E Platte Ave Colorado Springs, CO 80915-4114

  

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:05/29/2025

  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.

  ***See below a text sent to ***** after our conversation on 5/29/25, describing the issue.***Good afternoon, *****,This is ****** ****** of *********************************. We just concluded our phone call a few minutes ago and I wanted to summarize (while its still fresh in my mind):(1) You are the owner of On Top Roofing & Restoration and you acknowledge that you installed our roof, contracted by Challenger Homes (they gave me your info directly).(2) You stated that you cannot guarantee whether or not the roof was installed properly.(3) You stated that since another roofer has installed water mitigation (using a tarp as a patch), you will not take ANY liability OR action for the roof. (4) I informed you of the situation: Ive had numerous roofing vendors inform me the roof was not finished and not installed properly. ********************* denied my ensuing water damage claim due to FAULTY WORKMANSHIP of the roof. (5) After I requested from you a summarized email thread be started, you informed me you are unwilling to communicate with me further. I simply wanted your statements and to create documentation relative to what was discussed on the phone.***You do not have to respond to this unless you dispute anything written herein.***

  

  Business Response

  Date: 06/02/2025

  On 5/29/2025 I was contacted by ****** and informed by him that there were issues with his roof and that he had a leak. He said he purchased the home 2.5 years ago from Challenger Homes and that he had been in contact with them numerous times to address a leak in his roof after he had filed an insurance claim on it but was denied. ****** stated that the Insurance Adjuster had a roofer with them from ******** Roofing out of Pueblo and that the roofer tarped over the area that was an issue. I was told that a couple of ridge pieces were missing. I was shown a couple of pictures of the tarping which showed a couple different brands of synthetic underlayment that were put down over the shingles all down the valleys of both sides of a dormer and along its ridge. The synthetic underlayment was nailed down along the edges as well as directly in the middle of the valleys. The edges of the underlayment were also sealed with silicone. This method is significantly overkill for what was described as being a couple of missing ridge pieces and now the whole area that the tarping has been installed needs to be replaced as there are now 100+ penetrations in the roof system and the valleys will need to be torn out to the decking and new valley flashing installed as opposed to installing a couple of ridge pieces that I cant observe now to see if it was wind damage or an installation issue. It appears that the excessive tarping was an attempt to create a situation for the other roofer to get a bigger job.

  

  Business Response

  Date: 06/04/2025

  [[BBB transcription via email]]

  
  On 5/29/2025 I was contacted by ****** and informed by him that there were issues with his roof and that he had a leak. He said he purchased the home 2.5 years ago from Challenger Homes and that he had been in contact with them numerous times to address a leak in his roof after he had filed an insurance claim on it but was denied. ****** stated that the Insurance Adjuster had a roofer with them from ******** Roofing out of Pueblo and that the roofer tarped over the area that was an issue. I was told that a couple of ridge pieces were missing. I was shown a couple of pictures of the tarping which showed a couple different brands of synthetic underlayment that were put down over the shingles all down the valleys of both sides of a dormer and along its ridge. The synthetic underlayment was nailed down along the edges as well as directly in the middle of the valleys. The edges of the underlayment were also sealed with silicone. This method is significantly overkill for what was described as being a couple of missing ridge pieces and now the whole area that the tarping has been installed needs to be replaced as there are now 100+ penetrations in the roof system and the valleys will need to be torn out to the decking and new valley flashing installed as opposed to installing a couple of ridge pieces that I cant observe now to see if it was wind damage or an installation issue. It appears that the excessive tarping was an attempt to create a situation for the other roofer to get a bigger job.
  I tried to explain to ****** that his roofer from ******** Roofing created a much larger problem for him. ****** informed me that the other roofer gave him a quote for $3,000.00+ to do the repair. I explained that given this larger problem that I wouldnt be willing to tear into this tarping and take on all the liability that was created by the other roofer. I explained that his warranty issue is with Challenger Homes who I no longer work with. I explained that had the other roofer not created such a major issue, that I would still have been willing to do the minor repair regardless of if it was caused by wind damage or not originally installed properly.
  I tried to advise ****** to have the other roofer repair the damage that he caused and at that point I would be willing to address the two ridge pieces. ****** threatened legal action after which I told him that I could no longer speak to him regarding his issue.
  
  
  

  
  

  Customer Answer

  Date: 06/04/2025

   
  Complaint: ******** - I decline due to: I quote: "...as opposed to installing a couple of ridge pieces that I cant observe now to see if it was wind damage or an installation issue. It appears that the excessive tarping was an attempt to create a situation for the other roofer to get a bigger job." You should not need to observe if material was missing or not, due to faulty workmanship or weather. I previously had 2 roofers, and my insurance adjuster deem it to not be installed properlyregardless of the tarping! I also have many pictures in a Box folder as proof. My roof was not finished properly and there is compensation due. There are other points not under the tarping that have been listed as potential failure points and areas of poor workmanship. This must be addressed. You told me on the phone you could not guarantee whether the roof was originally installed correctly or not. I still do not understand that statement. I am having a roofing company come out in the next 48 72 hours and they will be fixing everything with a NTE T&M contract for ******** USD. The correct thing to do here is reimburse me for this least-cost scope I am having performed to mitigate future issues. Honestly, I dont care that you feel the tarp was unnecessarythere would be no need for a tarp if the roof had originally been installed correctly! I truly do look forward to you doing the right thing in the face of adversity and discomfort. It is nothing personal whatsoever. I just ask the question to people: what if it was your home? What if you had a declined insurance claim due to faulty workmanship? I will continue to decline until my roof is fixed and/or until reimbursement has been promised and/or received.