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:04/18/2025

  Type:Order 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.

  Braden Roofing installed my roof in 2007. On 3/31/25 I observed damage from leaking to my ceiling near a chimney on a dormer portion of my roof. I filed an insurance claim and scheduled inspections with several roofing contractors. The adjuster and contractors came on 4/1/25. The insurance adjuster, ****** ******** of Progressive determined the leak was improperly installed flashing around my chimney. My contractor stated the dormer was full of nails and that nails should never be put on a flat roof and that it was a code violation.
  With this information I contacted Braden Roofing on 4/4/25 to inform them and request they work with me to make it good. The woman who answered identified herself as the office manager. She responded the roof was out of warranty. I replied this was not a warranty issue, but that the work had not been done properly in the first place and not up to code. I asked to speak to owner ****** ********, who I worked with to put the roof on. She refused to allow me to speak to him and insisted the company had never put nails in a dormer. I replied they had at least once and that I had photos to prove it. She told me to send her the photos and hung up on me.
  I emailed photos of the nails and screenshot of insurance report on 4/8/25.
  On 4/9/25 I received a call from *** ********* from Braden stating he would come by and see the roof but he never did. On 4/10/25 I called *** back and asked if he was coming that day and he responded that was the plan, but he never came. As of this date, Braden Roofing has not contacted me or come to look at the roof.
  On 4/14/25 I had another contractor redo the improperly installed flashing in hopes that it would stop the leak as rain was in the forecast. By this time it was obvious Braden Roofing did not intend to stand behind their work. The nails still remain and will certainly be an issue when selling the house.
  I am requesting a refund of $700 I had to spend to correct Braden's inadequate workmanship.

  

  Business Response

  Date: 05/04/2025

  Dear BBB, 

  I am appalled by the complaint. 

  The roof was installed in 2007. 18 years ago!

  Braden Roofing will still help out our
  clients even if their issues run, within reason, out of the 5-year warranty period for we are a
  reputable company that appreciates our customers.

  The customer is making a claim that we installed the chimney flashings incorrectly thus caused the recent leak and put nails on the dormer. She also demands a $700.00 refund.

  Not only my roofing expert *** called the customer immediately and checked on the issues.  He saw the chimney flashings may look unsightly with layman's eyes, but they were done correctly.  The fact is that there has no leakage in that area for 18 years! He also took time to explain to her that Braden Roofing NEVER installed roofs that nails were driven from the top of shingles that are exposed.  The customer declared to *** "I am not looking for warranty work. I am just hoping for a discount". However, she never requested further work to be done from *** or the office.

   

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

  

  Business Response

  Date: 05/07/2025

  Dear BBB,

  I confirmed with ***. All I stated in the previous response are facts!

  Most companies would have ignored the initial call the customer made after 18 years since the roof was installed!

  Braden Roofing sent a roofing expert out there, inspected the alleged issues and took time to explain to the customer.

  At this point, we will not reply to any more complaints from this customer. 

  I hereby request BBB to close this file so that we can move on to helping customers who are in need of our help and appreciate it.

  Sincerely,

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

  Customer Answer

  Date: 05/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Braden Roofing never sent anyone to my home to inspect my roof as they claim. They have not provided any evidence that they did so, no photos, work orders or even a description of what was observed. This stands in sharp contrast to the multiple photos  and insurance determination report that I submitted to substantiate my allegations. You will note that ******* ******** has not commented at all on those photos, but only claims someone came out yet does not provide anything but empty works to back up that claim.

  Braden Roofing totally ignored my concerns. Due to the tone of my first contact with ******* ******** and her total lack of customer service skills, I never expected to get a satisfactory outcome to my complaint. But it is my hope that by filing this complaint with BBB, it will act as warning to potential future customers that this is not a company they should consider doing business with, especially if you have a flat roof as they obviously do not train their staff on the proper installation techniques and will not stand behind their work.
  
  
  
  Sincerely,
  
  
  
  ********* *****