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:01/05/2024

  Type:Sales and Advertising 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.

  For several months prior to the initial service provided we have been having water dripping into the master bedroom ceiling. On Friday June 29th, 2023 we had someone come out from Roof Maxx in Rochester Hills, MI to look at ceiling in bedroom and walk the roof for a quote on there spraying service. We accepted the service by the pictures he took and the explanations he provided on how they apply the product and that the spray should stop any current leaks. On July 3rd, 2023 Monday we had Roof Maxx out of Rochester Hills apply the initial service. However, throughout the next couple of months we had to have a Roof Maxx technician come out, through teeth and nails by the way, to supposedly apply flashing and a ton of caulk in areas. The reason is since the initial spray service on the 3rd of July, 2023, the water leakage in the master bedroom kept getting significantly worse including dripping around ceiling fan electrical, over the master bed in three spots, over the carpet in two spots, ceiling drywall kept getting wrinkly and very damp, and leaking where wall meets ceiling and causing huge bubbles behind paint. Every time my wife and I called the lady, *******, she continued to say they don't cover water leaks. I understand that the warranty paperwork we got I guess states that water leaks are not covered, however, why in the world would the gentleman who gave us the original estimate, as well as, television commercials state that there spray they use helps with solving water leaks. Personally I believe that its very false advertising. It got to the point where my wife made one last call to ******* and they started bickering, she threated a lawyer towards Roof ****, and it ended with ******* just hanging up on my wife before my wife was done talking. She did offer six hundred and some dollars in return for just the few services from the technician, but my wife and I both think that's not good enough. We both believe we should get way more in return.

  

  Business Response

  Date: 06/09/2025

  Dear *** and **** *****, 
  

  We appreciate you bringing this issue to our attention. In order for any company to improve they must know when they do not fulfill the expectations of their customers. Unfortunately, you called us out for an issue that we were not fully equipped to solve in the past, however, we have made strides to improve our team, training, and equipment to help others with a similar problem in the future. We did everything we possibly could and identified what we believed was necessary in order to stop your leak. Evidently, we did not identify everything that was necessary to solve this issue and we apologize for the miscommunication on our product. While our Roofmaxx spray is fantastic at restoring the flexibility back into the shingle and extending the life of your shingles it is not an application for repairing existing leaks. In an attempt to do what we felt was right, we refunded you for the amount of work that our team did in order to solve this issue. Not only did we feel this was the right thing to do from our end since we did not solve your problem but we also felt this was the right thing to do so that you could get more specialized assistance. We hope that you were able to get the help and repairs that were needed to solve this problem. 
  

  Best Regards, 
  Roofmaxx of Rochester Hills
  

  
  

  Customer Answer

  Date: 06/15/2025

   
  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.
  
  Sincerely,
  
  ****** *****