Important information
- Customer Complaint:This business profile reflects national complaint activity
Complaints
This profile includes complaints for DHI Roofing's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 10 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
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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:04/16/2025
Type: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 used DHI for a second roofing project at our new home, but unfortunately, our experience this time around was disappointing. We reached out to ***** again and, during our initial conversations, made it clear that we were also looking for advertising sponsors for our business. He agreed to be a sponsor—especially since this was the second roof we were hiring them for in under two years, and we had also referred others to them.
The roof itself was completed in a day, as promised. However, unlike the previous job, there was no project manager on site. They left behind nails, debris, and a box that we ended up having to clean up ourselves.
The bigger issue, though, was the lack of follow-through on their sponsorship commitment. When we followed up with *****, he would go weeks without responding. When he finally did, he acted as if he had never agreed to the sponsorship, despite us clearly discussing it at the start of the project. Eventually, when I mentioned I would be updating our Google review, he became upset and said the issue had nothing to do with their craftsmanship. But this wasn’t about the workmanship—it was about customer service and ethics.
Unfortunately, based on this second experience, it feels like DHI is willing to say what’s needed to land the job but doesn’t honor their word once the work is completed. We were let down by the lack of professionalism and accountability.
Business Response
Date: 04/28/2025
Hello, I am sorry to hear about your experience working with that particular representative. Unfortunately our company's model does not support making those types of promises, and that representative should not have made you that promise on DHI Roofing's behalf. That is unacceptable to us, and should not have happened.
I can clarify that while we are against representatives making these types of promises, that the representative's manager confirmed he did try to, but was unable to for some reason. Again, I apologize for the experience you had, if there are any workmanship issues that we can review we would be more than happy to help with this.Initial Complaint
Date:12/06/2024
Type: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.
Paid $1500.00 deductible, insurance paid $10,792.57 leaving a balance of $356.49. Was told at signing the contract by ***** ******* that the only out of pocket we had was the deductible. ****** ***** who has sent the invoice will not reply to text messages or emails to adjust the amount that the insurance company will not cover. Dispute is over the $356.49Business Response
Date: 12/17/2024
Hello,
After reviewing your file with our accounts receivable team, it appears an error was regrettably made in your invoice.
Our team did overcharge you for your project by $237.35. We will be sending a refund to you for this amount, and we are deeply sorry for the clerical error made on our part. We do see that your job is now paid in full. Again, we are deeply sorry for the mistake on our part.Initial Complaint
Date:10/07/2024
Type: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.
11/2023 we contacted DHI/ ALLY roofing regarding the hail claim and estimate attached. The roof was completed and a piece of siding was cut from the home due to damage. They were supposed to send out to Intel to see if the siding was able to be matched. Fast forward 8 months I had to get involved with a 4 state project manager ***** ******** who is full of excuses and empty promises. Claims he will help but never follows up on his promises. They have received 2 insurance checks for repairs that well exceed what the roof quote was. All I want is to finalize the claim for my sons property and have the work completed. The address the work was to be done is **** * **** ** Davenport Iowa 52806. I have left messages at every # throughout the midwest for this DHI company, I have contacted other employees who say they will help and never do. I have sent emails un answered to Owners and VP's I have found on Linked in.Business Response
Date: 10/11/2024
*****, we apologize for the sore inconvenience on our part. Our General Manager ***** ******** contacted you yesterday and will be working through this with you.Business Response
Date: 10/28/2024
Hi ******
I apologize for our delayed response as we have been gathering details. It appears you have been working and in communication with ***** ******** regarding getting your supplement for siding approved by insurance. We understand this has yet to be approved by insurance and are still waiting on their decision.
Please let me know if you have not been helped by James recently.Customer Answer
Date: 10/28/2024
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,
***** ******Initial Complaint
Date:03/12/2024
Type: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.
Roofing, gutter and siding damage occurred to my home during a storm in March 2023. DHI was canvassing the neighborhood and I agreed to their inspecting the roof. After the Insurance Adjuster checked things out, it was determined the roof needed to be replaced as well as gutters and some pieces of the siding. I agreed to have DHI do the work. Regarding the siding, if the siding pieces could not be matched, an alternative would be considered (i.e., replacement of all the siding). DHI could not find a match to the current siding and was to contact the Insurance Adjuster concerning the total replacement of the siding. This holdup on siding replacement has been going on since June or July of 2023. The roof was replaced in June 2023 (that portion of the claim has been paid). However, the siding and gutters have not been replaced. I have spoken to the Company representative on numerous occasions but still no resolution. After speaking with my insurance company on March 11, 2024, 12'noon, I found that they have no record of any contact from DHI regarding the completion of the siding. I need the siding replaced OR at least the damaged pieces and the sample DHI cut from the current siding replaced right away. Your assistance is appreciated.Business Response
Date: 03/25/2024
Hello,
Thank you for leaving us your feedback - it appears there may be a slight misunderstanding in your issue in that your siding was not approved by your insurance and we are continuing to work with them at this time. Your project manager should be in close touch with you on this. If you have not heard from your project manager please let us know. Thank you.Initial Complaint
Date:05/08/2023
Type: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.
Roof, siding and gutter damage from the August 2020 derecho.
DHI was hired to perform repairs and completed these over a period of 9 months completing in spring of 2022. Total cost for siding and gutters was $32,906.12 paid in February 2022.
Shortly after completion of gutter replacement we found significant issues with the installation as evidenced by significant over-run of water into our landscape, causing erosion in our backyard. We attempted to contact DHI via phone, email, text, and facebook messaging in spring 2022. This included attempts to contact their parent company, Accord Group. We discontinued our attempts in April 2023. We have never received a response in that entire period of time.
Because we received no response we hired another company to inspect our gutters to determine the extent of problems, which were varied. In order to prevent damage to our home and continued landscape damage we hired them to make repairs which included replacement of one entire side of our house and all the gutter toppers.
Problems discovered included incorrect gutter topper attachment methods (wrong screws), incorrect gutter topper type for certain areas of the roof, no end caps on toppers, bent gutter corners, and lack of drop to downspouts.
Total repair/replacement costs were $2975.00.
Our desired outcome is reimbursement for our costs to repair/replacement the gutters.Customer Answer
Date: 05/08/2023
Response to request for clarification:
Yes, we would like the amount we paid for the gutters to be reimbursed to us by DHI Roofing.
Thank you.
Business Response
Date: 05/09/2023
****** thank you for reaching out to us. We are so sorry to hear that you have had an unfortunate experience trying to stay in communication with us. We want you to know we poured through our files and have not identified prior communication with you in regards to these repairs you were seeking. Was there a specific individual you were reaching out to that we can confirm this with? One of our warranty managers will be reaching out to you shortly to discuss your complaint.Initial Complaint
Date:05/03/2023
Type: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 our roof repaired in 2021. Right off the bat after signing paperwork with DHI things seemed “off” and scammy. They wanted to talk directly to my insurance company; they wanted all paperwork on the claim sent to them, which was not only for the roof but other repairs to our home that I did not feel was necessary for DHI to have as they were only doing the roof. We made 2 large check payments and didn’t hear anything else for 2 years. Fast forward to 2 years later, they are now telling me that due to my file being “mishandled, assuming either during a structural change or system change over the last couple years” they only received 1 payment, they reached out to homeowners insurance to get copies of all parts of my claim, NOT just the roof portion and 2 years later are adding an additional cost for “hauling load” that was not on the original payment due amount he just sent a day before. Issues- not having a record of both of my payments and even if there was an amount left to pay, why did this take 2 years, then 2 years later adding a charge that previously was not added, and all with the fact that I was blatantly told that my file was mishandled and didn’t have all the information.Business Response
Date: 05/04/2023
Hello ******, thank you for sending in your feedback and sharing your experience. We have discussed your project with the team working on your file - and we understand there have been several instances of communication sent between you and our team recently in regards to your missing payment. We are sincerely sorry for your experience working with us and are to the best of our ability trying to rectify this issue. We take complete ownership for the duration of time it has taken for us to get a hold of your file and reach out to you since we had completed work on your home. Unfortunately at this time we can only see two options of moving this case to a resolution. The first is in order to confirm that you sent in your second payment - we ask that you share documentation on your end that shows this was sent to us as we have poured through our files, systems, and deposit history and are not finding this payment. The second option we see to resolve this case would be for the second payment to be made towards us in the event that this was actually not paid. We appreciate your genuine understanding and patience as we work to resolve your case.Customer Answer
Date: 05/04/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: ********
I am rejecting this response because: This response from the business does not bring up the fact that they changed an invoice amount dated April 24, 2023 on May 2, 2023, increasing the total amount by almost $400. How does a business decide 2 years later that they are adding a fee that wasn’t previously added? As far as the second payment I have spoke on, I am in the process of ATTEMPTING to get a copy of the check, as my bank only keeps copies of checks for 18 months, and DHI conveniently decided to follow up with this job 20 months later. The invoice amount changing by almost $400 is something that I will not back down from, as this was decided on AFTER initially sending me the invoice for this year.
Regards,
****** ****Business Response
Date: 05/08/2023
******,
The discrepancy you are noting was a clerical error on our end that was corrected on the same day. This error was clerical on our part but was caught within 24 hours as you noticed. The corrected open balance matches your insurance paperwork. With regards to locating the second payment on your end, your bank may be able to pull your bank statements from prior years to identify if this charge was taken from your account. As I mentioned previously - we have reviewed our bank statements and did not find a 2nd payment for your file. We understand it has been quite some time since we could have followed up with you on your open balance. We are working on correcting this through frequent communications with you and have offered to have a clarifying conversation over your file. Please let us know if you would like to set up a time to speak to someone regarding your open balance. Thank you!Initial Complaint
Date:10/10/2022
Type: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.
This may be my second time filing a complaint, the workmanship this company has been very poor. every year i encounter issues with my roof that was replaced by DHI 4 year ago. At this point I'm afraid the shingles are never going to have a warranty with so many repairs that have been done. I'm seeking a full replacement of my roof to ensure proper workmanship and have a proper warranty. on 10-09-22 I found part of my shingles coming off the roof, exposing the blue underlayment they have. With rain to be predicted in the next couple of days I expect to have water damage or there may be already water damage that is unseen without removing the remaining shingles.Business Response
Date: 10/14/2022
Hi *****, we are deeply sorry to hear that you have had issues with your roof these past few years. Our intention is to absolutely take care of our homeowners and ensure that they are well communicated with. One of our division managers, **** met with you this past week to go over each of your concerns. Our next step is to get ******* *********** involved to come up with a plan that will address the concerns you shared. Please let us know if you find this unsatisfactory or have additional concerns that should be addressed!Customer Answer
Date: 10/25/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***** *******Initial Complaint
Date:09/26/2022
Type: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.
DHI replaced our siding on the entire home and also installed all new gutters ($24,691.49). The siding job was completed 6/2/2022 and on 8/15/2022 I noticed the siding is bowed out on the section behind the garage. I reached out to our project manager (****** *****) on 8/15 and he stated he would schedule a repair. I have heard nothing back after calling and texting him again. All the phone numbers associated with the company go to voicemail. I am seeking the issue with the siding be fixed and I have also never gotten any documentation after the work was completed stating we have the warranty they claimed to offer in their sales pitch.Business Response
Date: 10/04/2022
Hi ***, thank you for your insightful feedback. We appreciate you bringing this to our attention. After speaking to ****** and our field manager, ****, you should receive a copy of your warranty paperwork. **** also went out to your house to evaluate the issue and I believe you both discussed scheduling a repair to address your concerns. Please let me know if any of this information sounds incorrect, we want to make sure you are more than well taken care of.Customer Answer
Date: 10/10/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: ********
I am rejecting this response because: **** did in fact come to the house 9/27/22 and since then there has been no follow up on scheduling the repair. I left **** a voicemail asking for a response.
Regards,
*** *********Business Response
Date: 10/11/2022
Hi ***, we are sorry **** did not communicate with you thoroughly. We were notified yesterday that this was the case and ****'s manager was brought in as a result. I verified with his manager, John that we completed your repairs yesterday at 4:45pm. Please let me know if this is incorrect or if you are unsatisfied. We appreciate your feedback and hope that we addressed all of your concerns!Customer Answer
Date: 10/12/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** *********Initial Complaint
Date:09/05/2022
Type: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.
On August 10th, DHI did a roof replacement to my house and they damaged too many places in my siding and also they have an even shingles , they didn't clean and collect all the nails from around the house. I didn't fix any of their damages yet and you are welcome to come and inspect their job. I have photos for before and after and I have 3 other companies that already inspect my roof after that and I was shocked when they told me how is the project is not done correctly and how much damaged they left, Also when I informed them about the DHI they told me they are "storm chaser".
I am disappointed and I am questioning the integrity of the work.Business Response
Date: 09/07/2022
Hi *******, first I want to thank you for the feedback you have provided. We are sorry to hear that you have had a negative experience with your project. Please know this is never our intention and we truly strive to provide our homeowners with remarkable experiences throughout and after their home restoration project. I spoke to the general manager who was assigned to your project and he has informed me that we have been notified of the repairs needed on your home. He reached out to you today to discuss your concerns as well as next steps. We are going to schedule a repair next week to address the concerns you identified. In order for us to execute this repair we will need to process your first payment for the initial work completed on your roof. Your project manager will collect this first payment this week so that we are able to coordinate a repair for your home the following week. We want to make sure you are taken care of in a remarkable manner. If there is anything further we can do to ensure your concerns are addressed, please let us know.Initial Complaint
Date:08/17/2022
Type: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.
We have our roof and gutters replaced by DHI in 2020 due to hail damage. Nearly a month after they completed the gutter replacement, I contacted them to let them know that the gutters on my front porch, and front corner of my home were leaking significantly and that I wanted it addressed. The contractor came back and said that they did something to fix it, but it still is not fixed. Then ***** **********, the person we worked with to contract the work, came out to discuss the siding we were considering replacing through them, and I mentioned it to him. He said he had something in his truck to help, so got on a ladder and did that, but it STILL did not fix the issue. Over the winter, when it would leak, it would cause ice build up on the main sidewalk to our home, causing a very dangerous situation for us and guests at our home. I've reached out to them probably more than 20 times, and IF I'm lucky enough to speak to a person, just get excuses on why they haven't been out to fix it yet. We are now outside of our warranty period (as of today), and the poor workmanship still has not been corrected even though I've done everything possible to try to get them here to fix it. I've tried everything I know to do to get this taken care of. We just want to work that was promised to us completed, and in a acceptable manner so that we don't have leaks to gutters that had no leaks before they were replaced by DHI.Business Response
Date: 08/31/2022
Hi ***, we are terribly sorry for the inconvenient and poor experience you have had so far. We want you to know this is never how we want our customers to feel throughout their process of their project with us. In fact, we have a mission to provide our homeowners a remarkable experience and we missed the mark with yours. I reached out to our warranty manager and it looks like we were able to get in touch with you to get your home inspected. We scheduled the gutter company to come take a look and hope that this will resolve the issues you are experiencing. If you find that this is not correct, please reach out to us at ***************** so we can discuss further details on your project if you continue experiencing difficulties reaching us. We humbly appreciate the feedback you have provided to us and hope we can turn your experience into one that is positive.Customer Answer
Date: 09/02/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: ********
I am rejecting this response because: While they did send a subcontractor out to look at my gutters, likely only because of this complaint, he said he was going to "put a level on it" to see if he could fix the 2 corners in question or needed to replace the whole front, which he couldn't do. I work from home and had a meeting, so told him to knock on the door and let me know what he found out, but he left without saying anything to me, leaving me to still wonder what they are planning to do, and WHEN! Didn't hear anything from the DHI representative, *****, so I reached back out to her on Tuesday (8/30) to let her know that the contractor left without telling me what the plan was, so I was left to assume that the whole front has to be replaced. She did respond promptly, that the contractor does need to come out and replace it, and said she would let me know a date by that afternoon. Here we are 4 days later, and I STILL Do not have a response as to when I can expect that contractor to come out and fix their poor workmanship from 2 years ago!!
Regards,
*** *******Business Response
Date: 09/13/2022
Hi ***, thank you for your response. I have confirmed with our warranty manager that we completed your repair on 9/9/22. We hope that this repair was found satisfactory to you and that your concerns are resolved in full.Customer Answer
Date: 09/14/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** *******
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