Complaints

This profile includes complaints for White Castle Roofing's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

White Castle Roofing has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  White Castle Roofing

  11501 S 21st St Roca, NE 68430-4086

  
• 

  White Castle Roofing - Loveland

  497 Denver Ave Loveland, CO 80537

  
• 

  White Castle Roofing

  924 Concord Ave Grand Island, NE 68803-4911

  
• 

  White Castle Roofing

  15013 Industrial Rd Omaha, NE 68144-3233

  
• 

  White Castle Roofing

  1005 Central Ave Kearney, NE 68847-7431

  

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:11/10/2024

  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.

  I contracted White Castle in November of 2023 to do a new flat roof on my town house. I requested a black roof, he said okay we shook on it and he left. A white roof was placed on my house. It says lack of integrity to me when you can't contact me after we spoke about it and ask if white would be okay or let me know why not black instead of trying to sneak it in. The first weekend it was being worked on they removed my dryer vent and covered the hole. After several attempts of communication they finally put it back broken. They did hire someone to fix it and I later found out through an inspection it was incorrect and I had someone fix it myself. Then there were two leaks and a flooded kitchen with left my ceiling brown. Next they broke and knocked in my furnace pipe and put a hole in the ceiling. Neither of these were fixed for 5 months.Two of the men came in and said no worry we fix it and had duct tape I said no. I went all day without heat waiting on a call that did not come. I called someone my self to do a temporary fix so I could have heat. Next was a leak the laundry room twice. A leak in the living room and a leak in the bedroom which has left the carpet smelling like mildew. Mice came in the hole in the ceiling and infested my kitchen. I did finally have another company recommended by my insurance company come and do and inspection and found things that were not correct. Also took pictures . I was told he didn't know what he was talking about. I was told the the bedroom smell was from outside because there is a damn in the back. The inspector told this to someone from White Castle and he laughed for 5 minutes and said who would say that . He said one of your people. If this was their own home it would not be acceptable! If their wives were treated this way it would not be acceptable. This roof had 5 leaks in the first 6 months and this was a horrible experience. This roof is not worth $16,443.00. I hope this saves someone else pain.

  

  Business Response

  Date: 11/21/2024

  White Castle was contacted to fix leaks on the homeowner residence on Aug 28th of 2023. We arrived that day and did what we could to temporarily patch her leaking roof before storms. After talking to the homeowner, it was decided that her whole roof needed to be replaced and also needed a "taper" system to push the water towards the drains. The homeowner was concerned about the price and so we estimated the most economical solution for her roof which was a TPO (white) roofing material. All Email communication and the original proposal is for TPO and not EPDM (black) membrane. We did not "sneak" a different product in, but we miscommunicated expectations to this customer which is unfortunate. During the re-roofing process we did have to take the customers dryer vent pipe off which was off while we were working on the roof. After the dryer vent was put back on, we used the same dryer vent cap that was on the roof before we roofed it and the contractor that the customer hired told us that we installed the wrong dryer vent (See photos attached). There was a leak while we were doing the roof on the night of November 19th. We were there on November 20th at 8:44 AM to clean up the water on the floor and get the drywall repair lined up. We repaired the interior damages at our cost. The furnace pipe was never broken, but some of the old ballast (rocks) on the roof did fall through the deck of the roof into the furnace room while we were tearing off. None of the rocks got into the furnace pipe or compromised its function. The homeowner chose to turn off the furnace for a day. The pipe from the furnace through the roof did get jostled and chipped off a 1" X 3" piece of drywall finish (see attached photo). After the roof was completed, the homeowner reported to us a smell that she thought was coming from leaks on the roof. We inspected and were unable to find any water on the roof, wall, or carpet. We called a mold company to see if they could find evidence of mildew and they also did not find any water on the carpet or any mildew. Regardless, we wanted to go above and beyond for the homeowner so we took up a portion of the carpet, and replaced some of the carpet pad on May 21st of 2024. Reportedly this did not resolve the smell issue, but there is still no evidence of a roof leak causing issues with the smell. According to the mold remediation company, they guessed the smell was originating from the concrete pad potentially creating condensation on the floor during the winter. Regarding the mice, we do not know how mice entered the home, but it does seem unlikely that they climbed up to the roof and found a way in through the roof. The homeowner did hire a home inspector to look over the roof and critique the work. We continue to stand behind the roof and fix any issues if leaks do occur (none are) and the manufacturer of the product we put on also has their warranty on the installation. The product is installed to their specification and exact warranty requirements. 

   We did have issues on this project, but we fixed them all at our cost and likely some that were not our fault (replacing the carpet pad, shampooing the carpet, paid for mold inspection). We also understand that the customer experience of the re-roof project was not very easy here for the homeowner so we took off $2,000 from the original estimate. Finally, have allowed the customer to go an entire year before paying their discounted bill. We installed a great roof on the customers home that will last for another 20-30 years. If this were my roof I would be very happy with it.

  

  Business Response

  Date: 12/09/2024

   

  1. The furnace pipe was jostled, and the duct work did come loose. We had reconnected the pipe in the photo at 10:08 AM that morning (see photo).

  2. As we have talked about in person and with the original message, we agree the top of the dryer vent needed to be replaced, you had mentioned we installed the wrong one, and I only mentioned that we put back the exact same type of cap that was on their before we did the roof. 

  3. The furnace pipe always had a small gap on the inside of the drywall around the pipe, they all do on the drywall ceiling and on the deck of the roof. We agree that when we tore the roofing material off around the furnace pipe some drywall also popped loose. We covered the gap on the roof within 3 hours of tearing the old roof off and exposing the existing hole and later covered the inside gap also. We think it is unlikely that a mouse entered within the 3-hour window we were actively working on the roof. I have uploaded a before and after to show the gap the customer is concerned about mice entering.  

  4. We have tried to remedy the mildew smell the customer is reporting on two separate occasions even though there is no evidence of any roofing leak near the carpet in question. We hired A-1 mold to inspect the smell and they thought water was getting in from the ground level. Regardless, we pulled up the carpet for the customer as we knew this experience had already been frustrating for her. While the carpet was up, we did see evidence of water on it, but no water marks anywhere near the ceiling or walls (showing the water was coming from somewhere other than the roof). We shampooed the carpet to try and clean it for the customer on 5/21/2024 for no cost to her. We did this work because we were trying to make up for the original frustrations on the roofing install. The open seem that mike was referring to was not anywhere near this section and was not causing any leaks (It was a separate pipe near the furnace). He only mentioned fixing it as it was work that was functionally working, but not perfect and we try to be perfect. 

  5. We credited the customer $2,025.00. The $175 line item was mislabeled in our final bill. We marked it as "damages to inside", it should have been labeled as material for wall between roofs. We did not need to buy that material because the neighbor ended up doing their portion of the roof also. The $1,850 line item discount was $1,500 for the frustration of the leak and $325 for the labor/profit to do the wall between roofs that we didn't end up needing to do. These discounts were on top of the shampooing of the carpet that was done, hiring a Mold company to find the mildew smell, and the leak diagnosis we did before we recommended a full replacement to the customer. 

   6. As we have told the homeowner, we very much apologize for the initial leak the first day of the roofing project. That should not have happened, but it did, and we did everything we could to remedy that. The roof is not leaking, and White Castle will continue to stand behind our warranty of the roof should any leaks appear. The customer asked for no contact with White Castle, we will be happy to oblige, but we want other customers to be able to see what we did to remedy issues that we had here and make their own decision with all of the facts presented. The customer did pay their bill a little bit before writing this review which is more than a year after the work was completed and we did not charge her anything for the delay in payment.

  Customer Answer

  Date: 12/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Please do not not sent me anymore  updates or responses  from White Castle.  They are lying and making stuff up and the stress they are causing  is simply to much for me to handle. Please take me off your list I can't do it anymore. They refuse to be honest so there is no point.

  Thank you

  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair 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.

  I hired White castle roofing to replace gutters, part of my roof and the roof on my shed. They came out and did the roofing parts. The quality was terrible. I had the company come out and look. They sent around 5 people to look at the inferior work. I was told that there were problems and they were going to fix it. They came out the next day to redo the shed. The work is even worse. There are nails/screw sticking out of the hip.

  

  Business Response

  Date: 10/16/2024

  Hello,

  We agreed with the homeowner at the original install of the shingles on the garage had quality issues. The shingles are now in perfect compliance with the install specifications from the manufacturer of the shingles. We installed the shingles originally on 10/4 and remedied the original install issues on 10/15. We have been in communication with the owners about their concerns and will continue to be if any future concerns arise. 

  

  Business Response

  Date: 10/25/2024

  To Whom It May Concern: 

  We have been attempting communication with ******* regarding the roof on her shed that we replaced for the second time. She has not been responding to our attempts to meet her at her home in order to confirm that she is happy with the work. All of the work is now in perfect accord to the manufacturer specifications. If the homeowner contacts anyone at the BBB would you all, please let her know that we are trying to set up a meeting with her? The number that we are communicating with is the same number that we were communicating with throughout the whole process. 

  Thanks for your assistance.

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair 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.

  White Castle Roofing replaced the roof on my residence in the fall of 2022. The first time we had cold temperatures after that, in the winter of 2022, we noticed stains on our ceilings. A representative of White Castle made an inspection and advised he felt the problem resulted from a new underlayment being used that did not allow air in our attic to escape, resulting in condensation. He had an "attic ventilation" expert contact us, and when an inspection was made we were advised that our attic insulation was wet and needed to be replaced and the attic treated for mold.
  
  At the same time we were advised regarding the attic insulation, White Castle informed us that too much ridge vent had been installed and they wished to remove it and replace it with whirlybird turbine roof vents. They also denied responsibility for the insulation and mold treatment.
  
  I have since learned that White Castle used a synthetic underlayment on the deck of our roof and that the manufacturer of this product gives specific installation instructions that state, among other things, that it is to be used only if there is adequate ventilation in the attic. There obviously was not adequate ventilation for the underlayment that was used, and that was the cause of the attic condensation and necessity to replace the insulation and treat the attic for mold.
  
  White Castle representatives, rather than accept responsibility for their mistakes, attempts to blame someone else for the problems which, by the way, occurred again this January and are a further indication that the attic ventilation remains inadequate for the impermeable synthetic underlayment used without first evaluating the attic ventilation. Now they say they want to improve the ventilation, but at our expense.

  

  Business Response

  Date: 03/18/2024

  White Castle Roofing was originally contracted to replace the roof for *** **** *in 2022. During the following winter the customer called in with some small condensation stains on his ceiling. We sent out a service rep who inspected the attic intake and exhaust ventilation and determined that the most likely problem was insufficient exhaust ventilation at the highest peak. We came to this conclusion because we could see a perforated soffit vents along with chutes to let air into the attic space. Thinking the soffits were open, White Castle opted to install turbine vents at the highest peak of the roof to get as much attic exhaust as possible. We did this at no cost to the customer. Unfortunately, this did not fix the customers issues which appeared again the following winter. Since we knew there was more than enough exhaust ventilation on the home, we started to suspect his soffit vents were not properly installed. This led us to bend a piece of his wrapped soffit down to look inside of it. We found that under the soffit wrap the wood was not cut out. This hidden problem was and has always been the core issue. It is not common practice or within reason for White Castle to tear off a homeowner's soffit vents to determine that they are working properly. If White Castle had installed a vent on the roof without cutting a hole in the plywood first, we would take responsibility for that error. Similarly, whoever installed the customers soffit wrap in the past is responsible for his air flow problems now.

  

  Business Response

  Date: 03/21/2024

  White Castle will not pay any further costs associated with the air flow issue since it was not caused by our work. As the customer stated, when we perceived that this was our issue, we already paid him $1,000 for damages and we changed out the venting that we suspected was the issue for free (cost us $650). As we now know the condensation was caused by the soffit not being open and not our vents, or any other issue created by us. Therefore, we don't see how a reasonable person would determine that White Castle owes any further money in this situation. It is unfortunate that whoever installed the customers soffit vents failed so miserably for the customer, but to transfer their rightful punishment to White Castle makes no logical sense. 

  Customer Answer

  Date: 03/21/2024

  I have now been in touch with a management person from the contractor who installed the soffit on my home some ten years ago, and we discussed the issues I have had with condensation in the attic since the roof was replaced in the fall of 2022.  I was informed that, while the manner in which the perforated vinyl soffit was installed may not be considered appropriate by some, it is not an unusual practice within the industry.  The soffit was placed over the plywood soffit; however, the screens that covered the vent holes in the plywood were removed so that the eight inch by 16 inch holes were open to the attic, and I know from being present when portions of the plywood were recently removed that there were a sufficient number of vent holes in the plywood.  The contractor who installed the vinyl soffit informed me that the installation procedure they used did not block intake ventilation to the attic because the plywood vent holes were completely open and the perforations in the vinyl allowed enough intake so that there was, in fact,  no problem with condensation for the ten years following this installation or up until the roof was replaced in the fall of 2022.  I was advised that the perforated vinyl allowed the intake of air not only where the vent holes were present in the plywood, but throughout the entire surface of the soffit because of the way it is configured.

  Once again, I believe this shows that White Castle's attempt to blame someone else has failed.   I frankly do not care whether you give this information to White Castle, but I thought you should be advised.