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:04/22/2025

  Type:Order 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.

  We are waiting on Icon Roofing to do our driveway. The driveway project has been completely paid for since October 31st, 2024. This project has been submitted to the city 3 times, and all 3 times, the review was denied for different reasons. My husband decided to pay an extra $500 in order for the engineers to speed up the process of fixing their mistakes but we are still waiting.

  Customer Answer

  Date: 05/07/2025

  Icon Roofing contacted me, and we were able to arrange for them to submit permits again. Please disregard the original complaint as the contractor promises to fulfill what they had originally promised. Thank you!

• Initial Complaint

  Date:11/21/2024

  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.

  I hired icon roofing to replace my roof. They have failed 3 inspection and have caused damage to the interior ceiling of the house. They are not able to fix the problem to pass inspection and I want a refund of the down payment.

  

  Business Response

  Date: 12/06/2024

  Good morning, I apologize for the delay in responding to this complain. On November 27th, 2024, we had a meeting with the client and got into an agreement to finalize the project, as a matter of fact we have schedule city inspection for 12/9/24 our ******* will be there to address any issues that the inspector may say it needs to be address properly in order to pass inspection and proceed to complete the job.

• Initial Complaint

  Date:10/11/2024

  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.

  Hired them on 9-22 to fix two leaks in my back room. They quoted us 1300 and gave us a two year warranty. We paid them in full and when our contractor opened the ceiling to repair the damage to the ceiling he discovered both leaks were still dripping inside our ceiling. No one at the company responded to us except the roofer directly. He came out again and left a terrible mess and still did not fix the leak. My contractor inspected his work and said it was poor and that it would not fix the leak. He installed the shingles over the old shingles, he used silicone as a patch job, he left a gap in the wood. Not to mention he left a huge mess with paint and foam all over my roof. We have called, lvms, sent email, text messages all to the owners with no response. At this point we had to hire a new company to properly fix the mess they left. Them not responding is a break of the warranty. On top of all this their roofer texted us repeatedly that they try and scam home owners. He told us that they encourage him to create a new hole on a roof when doing warranty work so they can say that its not the same spot. He also told us they instructed him to only fix one of our leaks when he came out for the second time to fix the still leaking roof. These people should be allowed to operate and rip off hardworking people

  Customer Answer

  Date: 10/11/2024

  Video was after they fixed the leak 

  

  Business Response

  Date: 10/27/2024

  Its a lie !! You paid for 1 leak repair !

  we told you that you have to leak and you said to fix it and you gonna pay the difference.

  we fix it and when we ask for the money you refused to pay !!

  you remember in the phone i told you i believe in karma ?? So here its come back and fast !!! One of the leak we didn't repair good and its leak again.

  we not gonna fix it to you !!! You paid for 1 leak repair and we did our job !!! 

  Customer Answer

  Date: 10/27/2024

  Hello,

  **** the CEO sent me a threatening email today telling me to remove my BBB review. I attached it so you can see the kind of business he is running.

  Nothing I said is  untrue and I had to hire another roofer to actually fix both leaks after he left so not sure how I am trying to get a free job.

  Please let me know how to proceed because I am afraid of this guy.

   

  thanks,

  Customer Answer

  Date: 10/27/2024

  attached is text from the contractor I hired telling me how bad the roof looked after the repair, the other is Icon's roofer **** telling us that he tries to overcharge people after they accept a job. It also states that he rips off the people who works for him and holds their checks

  Customer Answer

  Date: 10/27/2024

  attached is text from the contractor I hired telling me how bad the roof looked after the repair, the other is Icon's roofer **** telling us that he tries to overcharge people after they accept a job. It also states that he rips off the people who works for him and holds their checks

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22412479
  
  I am rejecting this response because:

  Complaint: 22412479
  
  I am rejecting this response because:
  
  The message from **** **** is a lie. He was not at my house 9-19-2024 nor has ever been to my house to inspect or work on my roof.   ***** two salespeople, ***** and *****, were the initial people here who inspected the ceiling.

  
  We discussed that we needed two leaks repaired. These leaks were clear to the naked eye and are in the pictures attached. We had a leak in the northeast corner and a leak on the eastern sky light. For reference they are about five feet apart, making it impossible for both ***** and ***** to not have seen both.

  
  ***** and ***** told me and **** their team could fix both leaks in one day for $1,300.

  
  We had no reason to lie to them as we were getting quotes from multiple companies to fix the two leaks we had, and the only reason we hired them is because their price was the cheapest. 

  
  They sent us an invoice for the $1,300 and we agreed on repairs for both leaks. The invoice does not specify how many leaks it just says,will repair leak area. We sent them the 50% deposit which was $650 on Friday 9-20-2024 and we were told the project would be done the very next day on Saturday 9/21/2024.

  
  After they received the money, Illiana called and said their roofer was not able to show up on Saturday 9-21-2024 and rescheduled for Sunday 9-22-2024 between 9-11 a.m. When no one showed up, **** (my boyfriend),contacted ***** at approximately 1 p.m. and ***** texted back at 1:12 p.m. Hey brother 30 minutes is on the way.  The roofer, ****, did not show up until after 4 p.m. on Sunday. 

  
  Monday, the office contact Illiana emailed **** a new invoice saying we still had a balance owed of $1,650 making the entire job now $2,300 and not the $1,300 which was invoiced and agreed upon.  There was ZERO conversation with ANYONE from Icon roofing, not ***** ****** *****, **** or Illiana, about increasing the price of the job. 

  
  **** called Ilianna the office contact and they said the increased price was because we had two leaks. This is insane.  Anyone with two eyes can see my ceiling had TWO leaks.  ***** and *****, the salespeople, saw this as did **** the roofer when he arrived at our house as **** showed him the ceiling with two obvious leaks.

  
  We told them we would not be paying additional money since it was not what we were quoted and we now felt like we were being scammed by **** and his team which **** warned **** he would do. 

  
  Attached to my case you can read texts from their roofer **** which indicate that **** is a "scumbag" and frequently tries to charge homeowners extra after they start the job.  **** also told **** in conversation and also via text message that we should not pay anymore and that **** increases the prices all the time and bullies people into paying more by threatening them with lawsuits and liens on their property.  
  It is a very disturbing business model where homeowners have water pouring in from their ceiling and are in desperate need of help which **** exploits to the fullest.  Not to mention weve received a lot of rain over the course of this roofing project and mold is a major issue as well as additional drywall damage.

  
  Even though we already did not trust **** we paid the remaining balance in full on Monday 9-24-2024 as soon on as the job was completedby ****.

  
  When my contractor came to repair the inside damage from the leak on Wednesday 9-26-2024 is when we were made aware that BOTH leaks were still dripping which I have pictures and videos to prove! Our contractor removed the drywall from our ceiling where both leaks were and sprayed a hose on the roof to see if the leaks were repaired. They were not!  Clearly anyone could see water pouring through the roof through the skylight and dripping on the wall where we had the second leak. 

  
  My contractor inspected the work from their roofer and said it was a poor job (the contractor has 20+ years roofing), that Icon put the new shingles on top of the old rotten shingles, left rotted plywood, left a sizeable gap between plywood sheets from the patch, left spray foam all over the side of our neighbors roofline and overall did not fix anything.

  
  We paid $1,300 as agreed upon and we were in a worse situation than when we started because the repairs were so terrible!
  I want to also mention their roofer **** told **** that **** **** has previously told him he should put a new hole in a roof when they get called out for warranty work so they can tell homeowners that its a new spot and not covered.

  
  Regardless, the contract with Icon said we had a two-year warranty as indicated on the invoice, but they refused to answer our calls, emails, or texts for weeks. Everyone at Icon Roofing completely ignored us.  We had no choice but to hire someone else (***** with A&A Solutions) to repair the roof and paid over $3,700 to completely replace all plywood and subsequent roofing materials. This, in part, is due to the terrible work that was done to our roof which made a roof replacement our only viable option to avoid further leaks.

  
  Furthermore, **** sent me a threatening email on Sunday ********* saying if I did not stop this BBB claim he would sue me. I uploaded this email to this case for reference. 

  
  These are direct quotes from ***** threatening email (grammar and spelling errors included):
  
  [I giving you exactly 1 hour to delete your complaint and to write 5 star review (because you wrong) Or ill sue you !!  I promise ill make you to pay for a lawyer and spend a lot of many and time in court !!]
  [You have exactly 1 hour to take care of it or we will meet at the court !]
  In summary, we contacted Icon Roofing to fix two leaks for $1,300 and the work would be completed on Saturday 10-20-24, but by Sunday 10-6-24 my roof was still leaking and we had no choice but to spend more money and hire a new contractor to fix their mistakes. Now **** **** is threatening me with lawfare.  **** the roofer warned me this is how he operates and bullies people into basically extorting more money from homeowners. 
  Please contact me at any time to discuss further.
  
  Sincerely,
  
  ***** **********
  

  
  Sincerely,
  
  ***** **********

  Customer Answer

  Date: 10/28/2024

  these pictures are proof that we had two visible leaks that we discussed fixing with the two salesman ***** and Kelly 

  Customer Answer

  Date: 10/28/2024

  these pictures are proof that we had two visible leaks that we discussed fixing with the two salesman ***** and Kelly 

  Customer Answer

  Date: 11/26/2024

  Hello I am looking for an update on my case

• Initial Complaint

  Date:07/03/2024

  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.

  My wife gave Icon Roofing USA a call on 06/26/24 to schedule a visit for them to come by and check out the condition of our roof, evaluate what may need to be done, and provide an estimate. The roof was installed in 2021, and we bought the house in 2023. We were already upset that the roof was leaking, especially because the previous roofer wouldn't honor the warranty, stating that warranties aren't transferrable when houses are sold. **** came by on 06/27/24, went on our roof, and told us that we needed to replace half of our asphalt shingle roof, redo the flashing, replace the membrane, reseal the asphalt part, and add a silicone sealant over the flat top of our roof.We asked what it would cost to provide an official inspection and report, as well as estimates for the things he had recommended. I then told him, out of a desire to be transparent, that we were also asking a few other companies to come out to evaluate our house. That's when he said, "It'll be $99.99 for this visit. It's like a deposit and can be used as a credit towards future use". I assumed that when my wife scheduled his visit that it was agreed upon, so I *****'d him the $99.99. After talking with my wife later that night, I found out that she was never informed of nor agreed to a $99.99 visit fee. When I confronted him, he said he charges all people that fee that use ****** to find him. Yet, clearly on his website it states that they provide free estimates. He never sent an estimate, never sent a contract, and despite multiple calls and texts, still never sent the money back.After we spoke to 8 roofing companies, hired a structural engineer and a roofing inspector, the consensus was that only the membrane needed to be extended.

  

  Business Response

  Date: 07/03/2024

  This customer complained for $100 I charged him for a visit and i spend half an hour in his roof on raining day.

  i told him it will be $100 charge for visit.

  when he ask for his money back (2 days after) by the way I offered him to send him back the money..

  but he was rude so i decided not to send him back the $100 and its my right to do that.

  please be advised that I paid $85 for his request to me to come out

  ****** charged me this lead.

  i offer to client FREE ESTIMATE ! When its come from referral or from place that my advertisement its free , like ******** marketplace.

  when client send me request from ****** ads im charging $100 for a visit. Sometimes ****** even charging me $150 per lead and still im charging only $100

  this customer have an issues with money he trying to take from company service for super cheap price and if not so he write bad reviews.

  please do not let him be rude and do that to companies.

  thank you

  

  Business Response

  Date: 07/08/2024

  I just sent him the $100 back and he said its ok to cancel the complain/ delete it

  Customer Answer

  Date: 07/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************