Complaints

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

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  Fraser Roofing, LLC

  3109 Five Forks Trickum Rd SW Lilburn, GA 30047-1808

  
• 

  Fraser Roofing, LLC

  408 S Zetterower Ave Statesboro, GA 30458-7183

• 

  Fraser Roofing, LLC

  100 Industrial Dr Sandersville, GA 31082

• 

  Fraser Roofing, LLC

  110 Rainbow Lake Rd STE C Boiling Springs, SC 29316

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  Fraser Roofing, LLC

  3599 Atlanta Road Smyrna, GA 30080

  

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:06/09/2025

  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.

  I hired Fraser Roofing to install a new roof. They installed it in December of 2024. During this job, they broke one of my skylights and damaged my gutters and gutter covers. I did not feel confident about the entire job, so I hired a home inspector to review the install. My roof did not pass the inspection. It has been very difficult coming to an agreement on a solution for this situation. They dont agree to redoing the roof, so Ive requested a written explanation of what they say they can fix and how they will do that. I am still waiting for an answer to my email asking for this. Its been almost 6 months since the installation. Please help.

  

  Business Response

  Date: 07/01/2025

  Ms *****,

  We apologize for the inconvenience that this has caused you. This is not normal business practice for us at Fraser Roofing. Our ultimate goal is to complete projects in a timely manner and rectify any issues quickly. It is my understanding that our team has been out to your property and there is a plan to fix any and all of your concerns. Please let me know if you have any questions or concerns. 

  Thanks,

  **** Fraser

  Customer Answer

  Date: 07/07/2025

   
  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.
  I hope all the concerns that Frasers representatives and I talked about and any concerns mentioned after our meeting are repaired successfully as discussed.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/10/2025

  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.

  Wanted to make sure I adhere to the roof warranty and call Fraser to fix the leak. When new roof was put on in June, 2023, I was told there was a warranty with the roof. What good is a warranty if they do not respond to requests?12/10/24Texted **** ********** to come and look at my roof. Roof was leaking. Leak was discovered on 12/09/24.12/11/24Called **** ********** that I had left a message on 12/10/24 and received no response. **** sent text that he would call me back.12/11/24Jeff sent text and instructed me to call the main office number.12/11/24Called main office number and spoke to *******. **** texted me and stated he would look at the roof on **************************** looked at the roof and said they would have an estimate in 1 week.12/19/24I texted **** and asked where the estimate was received no response 12/20/24A guy by the name of ***** called to schedule an appointment to look at the roof. I told him **** and **** already looked at the roof and was going to provide an estimate by 12/19/24. ***** stated he must have had the wrong information, and he would circle back with ****.12/23/24Called office and said that I wasnt getting any response.12/23/24Received text from **** saying **** (estimator) had been on vacation and said he should have the estimate either later today or 12/24/24.12/27/24Called main office again and told ******* I still had not received an estimate. She stated she would contact the regional manager and ask that he give me a call. 12/30/24No communication from anyone from ******* 12/30/24Called insurance agent for referral of a roofing company. According to agent, it does not take long for mold to set in and the delay could be compounding the problem.12/31/24Still awaiting a response from ******* regarding the roof.01/06/25Spoke with ******* and told her I was still waiting for an estimate. ******* said she would pass the message along.01/10/25Still no response from Fraser.

  

  Business Response

  Date: 01/17/2025

  We are so sorry to hear of your experience with Fraser Roofing. We appreciate your patience between Hurricane ******, the holidays and the cold weather. ***** *********** (Quality Control Supervisor) will be scheduling the repiar for Monday or Tuesday of this upcoming week. 

  Customer Answer

  Date: 01/18/2025

  I do not want to close this case until I see them actually show up and resolve the issue.  I will respond once I know what they will be doing to resolve the issue and when this work will be done.  

  Thank you,

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

   

  

  Business Response

  Date: 01/22/2025

  Ms. *******,

  I would like to apologize for our lack of handling your warranty issue quickly.  Our repair technician let me know that when he went out to your home to perform the repair, that you had hired someone else to fix the issue. I called you earlier today and texted you as well, not only to let you know that we're sorry for your experience, but also to talk with you about reimbursing you for the repair that you hired someone else to do.  This is not the way we normally conduct business and I'm so sorry that our team failed to meet our regular quality standards and timely expectations.

  I look forward to speaking with you.

  **** Fraser

   

  Customer Answer

  Date: 01/24/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  To reduce the risk of any additional interior damage to my home and to ensure the problem was resolved in a timely manner, I had the roof repaired by another roofing company.  No action or reimbursement is required from Fraser Roofing. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/16/2024

  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.

  Its so interesting how people/companies treat CERTAIN people after they are ******** my roof replaced by Fraser in 2019. I even bought an extra warranty which I likely shouldnt have. Thats neither here nor ********* a leak recently that I assumed it was hurricane related until my insurance adjuster said it was poor workmanship around my chimney. He stated that the flashing is not the correct length.I reached out to Fraser. First guy came IMMEDIATELY but apparently because he didnt know I was a former customer (though I did share this with their office when I called). He stated they saw no signs I was a former customer, but luckily for me, I keep receipts. He stated theyll jump on it, and I didnt hear back from him. I called or texted the guy or the company , cant remember whichbut eventually another guy reaches out to me.He says hes the quality guy, ****** who comes when theres an issue. He told me he would replace the flashing. He also stated some other issues that my insurance adjuster didnt state, but whatever.I didnt hear back from him, so I reach out via text. Just to ask for an update on when I could expect repairs. He texted back and said Friday. Which was yesterday. Im wondering at this point why am I the one to keep reaching out as if I should be the one with decent customer ************* is Saturday. No one came by yesterday nor did anyone reach out. I texted ***** again. Asking for an update. What did he say? He asked ME did no one come yesterday. *********. And frustrating.While its good to know everyone else seems to get good results and customer service, based on the reviews here. Im not sure what Ive done to deserve what Im getting.I told ***** I will handle it since I have spent money repairing the wet sheet rock and warped baseboard in my home. Of course, it will rain again and I dont want to repair those things again.

  

  Business Response

  Date: 02/19/2025

  Fraser Roofing did go out and perform the necessary repairs on 11/18/2024, just a few days after the complaint was filed.  I'm sorry that we did not respond quickly, but the issues have been addressed.

   

  Let me know if you need any additional information in order to update/close out that complaint.

  
  Thank you,
  ****

  Customer Answer

  Date: 02/19/2025

  While the business is correct that the issue was resolved 11/18/24, two days after I filed this BBB complaint, their response is a bit misleading and Im not sure why. Originally, I reached out to Fraser Roofing 10/23/24 and was given the runaround for weeks. Which is why I filed a complaint. Anyway, the issue with my roof was resolved and was promised a mailed gift card by ***** to make amends for all the trouble. I never received the gift card, but no worries. The roof repair was the main thing. 

• Initial Complaint

  Date:06/18/2024

  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.

  The date of transaction was ******May 2021. The roof is under a 10 year warranty. On Monday, June 3, 2024, I went by the ************** to explain that I see the roof shingles elevated on one side of the house and requested that someone come by and take a look to ensure there is no damage and to see what needs to happen so that the shingles will lie down as they should. Subsequently, I was told that ***** who is in charge of quality control would reach out to me. He did not, so I went back by the office to let them know. Eventually ***** did reach out and I have text messages from him. He does not follow through and has promised to have someone come by my house at least three times and no one has shown up yet. Today is June 18th. This is very unprofessional and poor customer service. I also asked the young lady sitting in the office to schedule me for a free roof inspection hoping this path would work. She nor anyone else has followed up for the roof inspection. I have never been treated so poorly by a company. They seem to want to obtain the sale, do the work, however are awful at follow through when concerns arise. I want someone to get up on my roof, find out what is going on, and fix it. Our house value and appearance are important to us and the neighborhood as a whole.

  

  Business Response

  Date: 06/19/2024

  Ms.Ordu,

  We apologize for not responding to you more quickly and for missing the appointment that we had set up for **** 18th.  Thank you for allowing us to come to your house earlier today to address the issue where the shingles were slightly raised where a cable was going into your roof.  We are also having a follow up full roof inspection that we will be coordinating with you to take place later this week.

  Thank you for trusting Fraser Roofing with your home.

  Sincerely,

  **** Fraser

• Initial Complaint

  Date:11/16/2023

  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.

  THIS HAPPENED IN OCTOBER OF LAST YEAR I HAD A ROOF REPLACED AND WHAT HAPPENED RIGHT AFTER IT WAS REPLACED WATER STARTED COMING IN ALL THE ROOMS AND THEN WE FOUND OUT THAT THAT THE **** HAD BEEN DAMAGED FROM THEM STACKING THE SHINGLES ON TOP I SAW THEM DO IT SO NOW THE CEILINGS ARE STARTING TO FALL BECAUSE SO MUCH WATER IS COMING IN THE LIGHT FIXTURES AND ALL DOWNSTAIRS IN THE KITCHEN ONE OF THE CEILINGS HAS COLLASPED NEW WATER SPOTS EVERYWHERE THIS IS THE WORST COMPANY THEY TELL YOU THEY ARE GOING TO FIX THE PROBLEM BUT HAS NOT EVEN DID THAT I HAVE TO WATCH MY HOME BEING DESTROYED BY WATER DAMAGE I HAVE SCRAPE TOGETHER TO HAVE THIS ROOF DONE IAM RETIRED AND BEING TAKEN ADVANTAGE OF BEFORE THIS NOTHING WAS WRONG WITH THAT **** WENT TO THESE PEOPLE THINKING THEY WERE HONEST AND THEY ARE NOT I JUST WANT MY CEILINGS FIXED AND THE WATER TO STOP COMING IN. THIS IS CUSTOMER BEWARE THEY PASS THE **** AROUND WHAT A COMPANY THIS IS HOW THEY TREAT THEIR CUSTOMER. I THINK THE ENTIRE ROOF IS NOT ON RIGHT EVEN AROUND WHERE THE CHIMMNEY IS WATER DAMAGE. THIS IS A NIGHTMARE

  

  Business Response

  Date: 11/30/2023

  We have worked closely with ******************** regarding her complaint and we did some work at no charge to her to address the leak issue that she was having.  The work was completed on November 21, 2023.  To our knowledge, ******************** is satisfied with the roof work that was completed at that time.

• Initial Complaint

  Date:06/14/2023

  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.

  In August 2022, we returned home to water having come through the roof and damaged the walls, on two levels, the doors, baseboards, and flooring. The sent a tech out to put silicone in the roof and a manager came to assess the damage for repair. They promised repair back in December 2022 and I have followed up many times since, but the repairs still have not even been started. The roofing was less than a year old and the warranty is in tact. We would like to be made whole and for the repairs to be made.

  

  Business Response

  Date: 07/10/2024

  This response to the BBB complaint is coming way behind schedule and that is 100% a miss on our part for not following up with BBB as quickly as we should have with an update on the outcome of this complaint.
  We take responsibility for having an unacceptable amount of time pass to fully resolve this homeowner's issues, this is not our normal process and procedure.  After receiving this complaint, our Quality Control Manager spoke with the customer and one of our Field Managers went out to the home to inspect.  We did find the leaks that were reported and they were fixed.  The damage to the interior was also fixed.