Roofing Contractors
R3 Roofing and ExteriorsThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for R3 Roofing and Exteriors's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/22/2024
Type:Service or Repair IssuesStatus: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.
R3 installed a new roof, soffits, gutters and siding in November of 2022. At that time, they failed to seal the soffits, which allowed bats to enter the attic and walls of the house over the following year. Since bats are a protected species, we have had to hire a specialty company to remove the bats and clean up the guano that has accumulated over the last year. We want R3 to pay for the removal process and the guano clean up. We have paid for an evaluation of the situation and for the removal process. We have not paid for the guano clean up yet. I have attached the invoices for all three transactions. The initial inspection was $85.25, bat removal and sealing soffits $1904.25, and the clean up is $754.00. We have been in contact with manager, ***** and a production administrator, **** ********, multiple times. They have stopped responding to our emails and texts.Business Response
Date: 10/28/2024
Hi,
After reviewing all the information we have, we have come to the conclusion that R3 is not at fault.
Attached is the contract that was signed. There was not to be any soffit work done, according to this contract.
Additionally, I have attached a photo that shows the area of concern sealed up after we completed the roof.
ThanksCustomer Answer
Date: 11/01/2024
Complaint: 22454542
I am rejecting this response because:We have had roof work done twice in the 19+ years we have owned our home, both times by R3. The first time was after the 2020 derecho.When they did the work that time, there were 2 rather significant problems. The first was when one of their workers fell through our bedroom ceiling. The second one was when they failed to reattach a vent, causing a leak in our bathroom ceiling. At that time, they addressed both and fixed them to our satisfaction. This is why we felt confident when we hired them to replace the roof and siding after a hailstorm in 2022. Because we are not roofing experts,I misspoke when I said that they had replaced the soffit. It was the fascia they replaced. However, they failed to seal the soffit and roof seam, which allowed bats to enter our home over the following year and a half. I am attaching pictures of the gaps that were taken by the bat removal expert. This is why we want R3 to once again stand behind their work and reimburse the cost of the bat removal and cleanup.
Sincerely,
**** And **** ********Business Response
Date: 11/01/2024
As for the soffit, we understand the potential confusion given its proximity to the roof. However, per our contract and the insurance scope of work, there were no repairs scheduled for the soffit area. Insurance did not cover it, and it was to remain as-is. While a metal end cap could be added, it was not part of our contracted work, nor was it previously installed. This is a separate issue from the roof.
Regarding the roof seam, we can confirm the ridge was properly sealed with both a ridge vent and ridge cap, as shown in the attached photos.
Initial Complaint
Date:08/29/2024
Type:Billing IssuesStatus: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.
Overcharged what was on the contract and all the work is not completed. They charged $4500 more than agreed to and I was never notifiedBusiness Response
Date: 08/28/2024
I apologize for any issues that maybe occurring but unfortunately, This job did not originate out of this office and is not a customer of R3 Roofing & Exteriors in Florida.
The branches in the Midwest are a separate entity.
You will need to speak with Drew Koske he can be reached at 563-888-1017 and his email is [email protected].
I have already reached out to that office and made them aware of the situation.
Regards,
Tim Basinger
Business Response
Date: 10/01/2024
Regarding the $4,500 "upcharge" that the homeowner is dissatisfied with, we have thoroughly explained the situation to her on multiple occasions. I personally had an in-depth conversation with her to help clarify the matter.
During the installation of her shingle roof, we encountered an issue while tying it into the low-slope/flat roof section of her home. We discovered that the flat roof surface was "un-nailable," which prevented us from securing the shingles according to manufacturer specifications. To ensure she receives the 50-year transferable warranty, we needed to extend the shingles down to the low-slope roof. Upon realizing the surface was un-nailable, we promptly documented the issue with photos and sent them to her insurance company.
When a roof surface is un-nailable, we are required to replace any OSB that doesn’t meet code standards. Since the existing surface was not up to code, we were legally obligated by city and state regulations to bring it into compliance. However, after submitting this to the insurance, we were informed that the homeowner does not have coverage for "code upgrades," making her responsible for the out-of-pocket costs.
This type of situation arises from time to time, and we strive to minimize expenses because we understand that unexpected costs can be challenging. That said, the contract the homeowner signed clearly states that she would be responsible for any out-of-pocket expenses in situations like this. We also offered the homeowner financing so that she did not have to pay a large sum right away.
Ultimately, we ensured the flat roof was brought up to code and the shingles were properly integrated to maintain the manufacturer's warranty. Moreover, we completed the flat roof portion at cost, meaning we did not profit from that work.Initial Complaint
Date:04/18/2024
Type:Service or Repair IssuesStatus: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.
Had new roof installed and had water leak. representative sent by R3 to access. Employee found a old gutter hole that was not filled in when new roof and gutters were installed. employee also noticed the pitch of the gutter was wrong. Employee came back few days later and used a ladder on brand new vinyl decking. Wife heard a bank ad asked the employee if he had dropped something on the deck. Employee stated "yes, I dropped my ladder". We have taken pictures of deck board damage, along with the rim at the bottom of the patio door where the employee was working. The worst part is that when the gutter was repositioned every mounting point is now bent. **** at ** is claiming none of this is their responsibility. We have a estimate from the deck installer to fix the boards. R3 should replace the gutter run as well for it looking terrible now.Business Response
Date: 10/22/2024
The following is a response to the complaint from ***** ****** on 4/18/2024:
We would like to clarify a few points regarding your complaint:
- Water Leak: The leak you experienced was not caused by any work done by R3. During our inspection, we discovered an existing issuean old gutter hole that was not properly sealed, which was the actual source of the leak. Despite this being unrelated to our roofing or gutter installation, we still took the initiative to fix it as part of our commitment to ********************
- Deck Damage: Regarding the reported damage to your deck, we have thoroughly reviewed the situation. There is no indication that the ladder - which is almost 50 lbs. - used by our employee could have caused the type of damage described. The damage appears minimal and not consistent with any significant impact from our tools or equipment. We take great care when working on customer property, and there were no incidents of dropping or mishandling the ladder during our ******************
- Gutter Repositioning: As for the gutter adjustment, the work was done to correct the pitch and ensure proper function. The slight bending at the mounting points is standard during adjustments and does not affect the gutter's overall performance or *****************************
- Deck Damage: Regarding the reported damage to your deck, we have thoroughly reviewed the situation. There is no indication that the ladder - which is almost 50 lbs. - used by our employee could have caused the type of damage described. The damage appears minimal and not consistent with any significant impact from our tools or equipment. We take great care when working on customer property, and there were no incidents of dropping or mishandling the ladder during our ******************
I will also be attaching photos.
Thank you,
**** *****Customer Answer
Date: 10/22/2024
Complaint: 21587894
I am rejecting this response because:Your employee DID DROP A TOOL. And used a non padded ladder. He even admitted it to my wife then lied later to you.
Significant damage is still damage.. So if your $20k vehicle was dinged by someone, you would let it go as it is not significant?
Your company replaced the gutters, so any OLD hole left WAS your problem.
Same as the pitch of the gutters when installed is also your companies problem.
Sincerely,
***** ******Business Response
Date: 10/28/2024
Hi, we fixed the issues and our employee did not drop anything on your deck. He took us through the scenario multiple times.
There is no damage from a heavy ladder on your deck.
Thanks,
R3Initial Complaint
Date:10/21/2022
Type:Service or Repair IssuesStatus: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.
On Friday October 14th 2022, I had workers from R3 at my house putting new siding on. One of the workers approached me and said they snipped the wire for electricity from the meter to the house and I needed to call MidAmerican to fix it. She did a snipping motion like it was cut by scissors. I contacted MidAmerican and they came and told me that because it was cut, it was a fire hazard he would try to tape it until it was fixed. He also explained that the ****** couldn't continue with the job until with the power on and if he had to come back to cut power he wouldn't turn it on until it was fixed and inspected. The manager from R3 keeps changing his workers stories and they are trying to get out of making the repair. He is to the point that he is being rude on the phone and has called me a liar. He has also been rude to my insurance company who is backing me up saying that i am not responsible for the $4,000 repair. This is what happened on that day. "She" is the worker which i now know as ****:She said the worker doing the siding snipped the power line, which is when she did the scissor gesture and asked that I call MidAmerican to fix it. When midamerican came, she told him the exact same thing. He got in his bucket and checked the wire, got back down and confirmed that he could see where it was cut and told me if he couldn't tape it that my power would need to be completely turned off. He then cut the power and went back up and showed me where it had been cut and taped it up. He said I needed it fixed and and inspected as soon as possible because it was still a fire hazard. I just want this fixed and my house safe to live in, I don't believe I am responsible for their crew making a mistake.Business Response
Date: 11/03/2022
To whom it may concern,
R3 Roofing did perform a restoration project at the residence. In replacing the siding it was discovered that the electrical mast was not up to code and the wires were frayed which created an unsafe work environment for the crew. The crew advised the homeowner to call MidAmerican to address the issue. A language barrier between the crew and the homeowner did create a miscommunication in which the homeowner thought the crew had cut a wire but the crew was attempting to state that MidAmerican must be called in order to shut the power off so the crew did not receive an electrical shock from the frayed wires and out of code meter mast. The homeowner did contact MidAmerican and MidAmerican did come out and taped the wires so we can finish the siding. The siding will be done today or tomorrow if all goes according to plan.
This project was funded by the homeowners insurance company. The homeowner does not have "ordinance & law" in her policy so the cost to upgrade the electrical falls on the homeowner instead of the insurance company. The homeowner is currently getting bids to upgrade the electrical. Our portion of the work will be completed as soon as time permits. As always we will do our best to ensure a quality install for the homeowner.
Please do not hesitate to contact us with any questions or concerns.
Thank you
Initial Complaint
Date:08/03/2022
Type:Sales and Advertising IssuesStatus: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.
3/30/2022 R3 Roofing received and reimbursed the full amount of my insurance claim monies for a roof replacement. A contract was signed and confirmed on 12/30/2021. I have not received any further communication or work done for this roof replacement job. My contact's phone is disconnected, any attempts to the company email receive no response, and the company and corporate phone's voice mailboxes are full and will not accept any more messages. No communication is working.Business Response
Date: 08/03/2022
We cannot install a roof during the winter months when the contract was signed. It is too cold and Manufacturers Specifications do not allow for cold weather installs as the shingles will not seal. Typical installs start the first week or middle of April when temperatures are warm.
Supply chain issues have held up components for the roof. We cannot control these but are doing our best to work thru these issues as they have affected many of our customers. We anticipate an install date in the coming weeks.
As far as the phone/voicemail issues we havent heard this from any other customers. We looked into the issue and found that the voicemail was not full. We apologize for any inconveniences this miscommunication has caused. For reference, here is our corporate phone number. ************
Please reach out to our corporate office regarding any issues moving forward as the rep that was initially in charge of the project is no longer with the organization.
Thank you
Customer Answer
Date: 08/03/2022
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,
***************************
R3 Roofing and Exteriors is NOT a BBB Accredited Business.
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