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Business Profile

Roofing Contractors

Empire Roofing Claim Services, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Empire Roofing Claim Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Empire Roofing Claim Services, LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:05/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Empire Roofing put a roof on our house on1/13/2025. The gutters were put on 2/27/2025. On 3/16/2025 we had a Thunderstorm and one of the gutters was leaking. I sent a picture to **** ***** the salesman we were dealing with. I was told that someone would be out to fix the problem. There was another Thunderstorm on 3/30/2025 and I sent **** ***** another picture and said that the gutter was still leaking. There was no response from him. I sent another picture on 4/5/2025 of the gutter still leaking. **** ***** responded back with excuses on why it wasn't fixed. On 4/6/2025 he sent a message that he would make sure it would get fixed. 4/7/2025 he sent another message saying that it would be fixed in the next couple of weeks. Today is 5/3/2025 and the gutter is still not fixed.

      Business Response

      Date: 05/11/2025

      This is the first ive seen of this complaint by the BBB and the first I've heard of it from the customer. Im not even sure if we have been paid yet on the claim as its Sunday. 

      We have subbed all of our gutter work to another local company, ***********************, for over 10 years.

      I spoke to ****, the owner of ***, earlier and he said he thought his guys already addressed this complaint with the customer but he would go to the home himself asap to verify. 

      Phils phone number is ************ if the customer wants to do any further confirmation or verification of repairs. 

      It seems like the gutter was dripping from a corner. Im not sure what exactly warranted a BBB complaint here without even calling our office first to ask for an update

      Customer Answer

      Date: 05/14/2025

       
      I am rejecting this response because:
      Empire roofing sub contracted the gutters. It is their responsibility to make sure that the work is completed to the customers satisfaction. I hired them to do the job. All I'm asking for is finish the job

      Business Response

      Date: 05/14/2025

      Sir, 

      The gutter company will be out as soon as they can if they haven't been already. I hold no magical powers that can incentivize them to go onto your roof in the rain to fix what anyone would consider the minorest of issues. It will get taken care of and I have ended my 12 year relationship with this gutter company over this issue. 

      You never called or emailed our office with any of these issues, you spoke with a field *** who passed the info on multiple times to the subcontractor. The first I knew of this issue was when you filed a BBB complaint and it has poured both days since. 

      Customer Answer

      Date: 05/14/2025

       
      I am rejecting this response because:
      The gutter is not fixed. If you ended your relationship with the ****** company then who is going to fix the issue. It started raining on May 10th I reported issue to the BBB on the 4th. This has been an issue since March 16th and I reported it to who I dealt with. If you were not aware of the issue you should take that up with **** because I talked to him and told him that if it wasn't fixed that I would file with the BBB. He had 3 weeks to get it fixed.

      Business Response

      Date: 05/15/2025

      I did not receive anything on this until 5/11 which was both a Sunday and mother's day. It rained all day Monday and most of the day Tuesday. What is the outcome you are seeking?

       

      Customer Answer

      Date: 05/15/2025

       
      I am rejecting this response because:

      What I am seeking is to finish the job. This means fixing the leaking gutter. **** tried to fix it yesterday 5/14. It rained after he left and the Gutter is still leaking. This has been ongoing since March. **** ***** knows about this issue. 


      Business Response

      Date: 05/29/2025

      Since we cant seem to figure out what you want done, get it fixed by someone else and I will have **** pay the bill. 

      he has done gutters for us for 14 years and i have never had 1 issue. 

      Customer Answer

      Date: 05/29/2025

       
      I am rejecting this response because:
      This is empire roofing responsibility to find someone to fix the problem. This is not my responsibility to find someone to fix it and pay them then try to get my money back from someone else. Empire roofing has been paid to fix this and they need to be held accountable for fixing this.

      Business Response

      Date: 06/02/2025

      I have replied multiple times. 

       

      I told him to find someone else to fix it and send me the bill. 

       

      I think what he is seeing is water running off his roof in a rain storm. The gutter is working the way a gutter works but its not going to catch every drop of water. 

      Customer Answer

      Date: 06/02/2025

       
      I am rejecting this response because: if the Gutter is not catching all the water then why have a gutter. It's not my responsibility to find someone to fix a problem that Empire Roofing was paid to do. Just fix the issue that you were paid to do. The picture shows water leaking from the Gutter. If you don't want to fix it refund me my $2500 and I'll find someone to fix it. Until then it is your responsibility to get it fixed.

       


      Business Response

      Date: 06/03/2025

      I don't see any attached photos. I am not refunding $2500. The contractor that did the work is going to come back out and meet with you and any remedy will be made between you and him. 

      Customer Answer

      Date: 06/04/2025

       
      I am rejecting this response because:
      Someone came out today but I was not home to meet with him. I will wait until it rains to see if the Gutter is fixed before I close the claim. He checked it with a bottle of water he should have used the hose pipe that was 3ft away to test it to see if it would leak.

       

    Empire Roofing Claim Services, LLC is BBB Accredited.

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