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:06/23/2025

  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.

  We had a roof installed by Olde Town Roofing with the last payment documented on February 23, 2019. We noticed a water spot/mold on the ceiling of the front bedroom. We contacted Olde Town Roofing on May 22 to inquire about 10 year Workmanship Warranty. There response, without coming to inspect or looking at pictures, was that there had been too many storms since the installation and it was out of warranty. They will not inspect and want me to have insurance cover as weather related. I then inspected the roof from within my attic and sent them pictures that show that there is a hole (daylight) through the roof. From what I can see from the ground, there are not shingles missing to indicate that a weather event has caused the hole. The refused to send anyone to inspect.

  

  Business Response

  Date: 06/23/2025

  There have been several hail and wind incidents at this address with one being 2.5” hail and 60-70 mph winds 1 month before issues started.  His roof was fine for years until the weather incidents.  There is no implied warranty to cover wind/hail damage…we have gone over this several times with customer.  He is trying to get something covered that is not covered by warranty…this is an insurance issue and needs to be addressed with his insurance company.  He has been given all the documentation that shows the large hail and wind events…over 30 hail and wind events since his roof was installed.  

  Customer Answer

  Date: 06/24/2025

   
  
  Complaint: 23503544
  
  
  
  I am rejecting this response. Olde Town Roofing has stated the damage is due to weather. I do not believe that this is true. Olde Town Roofing has refused to send someone to inspect the roof. I have not observed any missing shingles. The hole in my roof is too large not to be either due to a shingle missing or due to workmanship. As there is no shingles missing, I believe the hole in my roof is due faulty workmanship. This is not a slow leak due to a shingle that has nail that has popped up, this is a visible hole in my roof. Additionally, the Olde Town Roofing states that this is recent. I recently notice water damage in the ceiling/drywall of the front bedroom, however, the mold and staining documented in the attic look to be much older and I believe date to the installation of the roof. Olde Town Roofing has not inspected the roof and has not offered their opinion based on any observed evidence and are solely relying on documenting that the roof has been exposed to weather. They have not documented that weather has caused damage to the roof. All my observations point to faulty workmanship caused a leak at the time of installation and is not linked to weather. They state it was weather related before I sent them pictures of the hole I can view from my attic. Olde Town Roofing has done zero due diligence in inspection and backing their warranty.

  
  Sincerely,
  
  
  
  Justin Simon

  

  Business Response

  Date: 06/24/2025

  There was no issues for several years until the large hail and wind damaged the shingles, the roof was hit with 2.5 inch hail and 80+ MPH winds.  Then a few months later the issues started…no issues before that.  It’s textbook.  There is no warranty after act of god events…that’s what insurance is for. 

• Initial Complaint

  Date:09/13/2022

  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.

  My homes siding and roof sustained damage from a hail storm in 2020. My husband met with ***** a sales person for Olde Town Roofing. On 8/27/2020 a contract in my husbands name only was drawn up for the roofing part of our damages. The contract was for $2063 more than our insurance company felt it would cost to replace our roof. My husband handled this part and I am now just seeing some inconsistencies since handling this myself since my husband passed away in August 2021. I have been speaking with **** from Olde Town for weeks, requesting an Itemized breakdown of how they came up with this higher number. Repeatedly I have been told that they worked off our insurance paperwork. But our insurance paperwork reflects a smaller number. I met with ***** on 3/21/22. He wrote up a contract for siding to finish the work. This was the first time I had ever heard we owed this company any money. I was told I owed around $5,000 . Never once had a bill came stating anything was due. On 4/9/22, I wrote a check for $10,000 for the siding/roofing to be added to the $7500 we paid previously. After our insurance didnt agree to the work for the siding Olde Town contracted to do, the contract was null and voided. I was only given back a refund of $2931.42. I received two invoices . One for the roof at $12505.16 and on one $14,568.58. Our payments were applied to the higher of the two . I was refunded $2931.42 in a check made out to both myself and my late husbands name. The bank wont let me cash a check made out to my husband per their policy. The company refuses to write me a refund check my name only so I can deposit it. After repeated attempts, I have received nothing outlining why I was charged more than the insurance says it should have cost. Additionally my gutters sustained damage but Olde town did not replace them.

  

  Business Response

  Date: 09/13/2022

  Unfortunately my hands are tied, I am required, by law to issue the refund to the parties in the contract.  While I have empathy for the issue, the complainant should have the paperwork to cash the check theu the estate.  If I were to issue a check to her directly, the estate could come back after me for the monies refunded.  We have all the paper that shows the numbers we have are all correct.  While this is an unfortunate situation, legally everything has to be handled thru the estate, and the check being written to the name in the insurance settlement and contract is who we are required to issue the refund.  Please handle this directly with the estate.  

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 18020295
  
  I am rejecting this response because:

  My concerns still have not been addressed:
  
  1.      You replied your hands are tied regarding the refund check, as they must be refunded by the parties to the contract.  My deceased husband did not sign the contract for siding. His name should have never been written on the top because he was deceased at the time the contract was written and your contractor knew of his passing. He was only on the contract for the roofing.  The roofing was finalized before his passing.  I have paid this in full (event though I dispute and question the amounts).  I do not understand why if you must adhere to who signed the contract (me), then why is the refund for that contract (other work was completed) not refunded to me directly? The insurance company removed my husband  from the policy and issued me a check in my name only with out an estate being opened. 
  2.     Secondly, there is no estate.  Thats the thing. You would require an estate to be opened to cash this check.  Based on ********, all of our assets pass directly to me out of probate.  Hence there is no estate.  
  3.     I have repeatedly asked for a break out of what I was charged.  I have yet to receive this.  The original contract (signed and executed by my deceased husband) has a higher amount on it than the insurance company stated it would take to fix the roof.  Why is this?  I have been given nothing showing why.  Further, I was told in an email by your office manager that you do not have paperwork and only work off of insurance paperwork.  You have paid the balance off in full with my check.  I should be given something to answer my questions.  
  
  Please relook at the above facts and specific questions and address them.  I deserve answers, and accurate handling of things.  You are not handling this based on the facts.  
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 12/13/2022

  Customer cashed checkexactly how I told her it could be done.  I feel this customer was trying to scam ** from the get goI 100% believe if I would have written her another check to just her, she would have cashed both checks.  This had to be resolved the way that it was resolved, it was a frivolous complaint to try to force me to write her another check.  If I would have wrote a check to just her, the estate could have came back against me.  I consulted with my attorney and this is how he advised it to be handled.  Its unfortunate that this is even allowed to be on my BBB file.  I will attach the endorsed cashed check from my bank.