Complaints
This profile includes complaints for The Durable Slate Co.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
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:03/14/2025
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.
Complaint taken over phone by BBB representative **.
Consumer's home had water come into her house from an ice dam over the front and back doors. In August 2024, the business was supposed to install ice and water shields over front and back doors and replace corner step flashing with new copper. She is still having the same ice dam leaking.
Business has been out twice and it is still not fixed. Business is claiming that they told her it might not work but she said if they had told her that she would not have had them do the work. She was told she she had a warranty. She paid $2970.00. The business sent someone from quality control who tried to explain the paperwork and upset her so much that she had to make him leave. He did not look at the roof. She thinks they used subcontractors.
Business Response
Date: 04/24/2025
In August 2024 we only performed work on two small areas, one
in the front and one in the back. See the attached contract and pictures of the
work areas. This work was completed per contract and passed a quality control
inspection. It was noted on the contract (now highlighted) that if leaks “continue
or return we will next quote to replace additional underlayment, flashing
and/or install de-ice cable.”
In February 2025 we received a call that the customer had
another leak. Upon inspection it was determined that the leak was because of ice
damming on the upper roof. We provided a new estimate (attached) to repair this
leak. This estimate was not accepted. There is also a newer valley flashing
above the leak area that was installed by another company. It is unknown if ice
and water shield underlayment was properly installed in this area and an old
rusted flashing adjacent to the valley remains.Customer Answer
Date: 05/02/2025
5.2.2025: Summary of BBB phone call with ***** *******. Consumer stated that August 2024 Durable Slate was hired to fix the problem with leaks and business was notified that the problem only surfaces when it snows. ****** said Durable Slate knew what the problem was, charged her $2,980.00 for work and the same problem exists. ***** ******* said when business came out in January 2025 and presented her with a estimate for additional work in the amount of $5,250.00.
***** ******* stated that she wants a refund of the amount paid Durable Slate to date so she can hire another company to fix the problem.
Business Response
Date: 05/07/2025
The work performed in August 2024 was only on the lower
roof. It was noted on the contract (previously attached) that if leaks
“continue or return we will next quote to replace additional underlayment,
flashing and/or install de-ice cable.” This demonstrates that we were trying to
do the least expensive option first but were making the customer aware that
additional work might be necessary.
The 2025 leak is coming from the upper roof during ice
damming events. Work has been done in the leak area on the upper roof by
another company. It is not easy to tell if the work was properly done and whether
ice and water shield was installed. We provided an estimate (previously
attached) to do work on the upper roof in February 2025. It was not accepted.
We will continue to warranty our work on the lower roof but
are not responsible for any leaks coming from the upper roof. Because of this
we are not willing to submit a refund for work on the lower roof that was
needed and was well done.Initial Complaint
Date:03/07/2023
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.
I hired The Durable Slate Company for a complete replacement of a slate roof and box gutter liners. The first day the crew came out I inquired about their plan of action. I was told that they were not going to start on the gutter until all the roof slates except the first 2 rows were installed. It was not explained at this time how the first 2 rows were going to be installed after all the others. This explanation came on 2/20/2023. Durable Slate was planning on driving a nail between the gap in the row above directly through the center of the slate shingle width. This method is not allowed by Ohio Administrative Code 905.6. I emailed them with my concerns the following day on 2/21/2023 (email attached to this complaint). On 2/28/2023 I had a phone conversation with a regional manager, Carl T*******, and was told that they fully intend to proceed with this method in spite of my objection. As of today, 3/7/2023 the are using this method to install the first 2 rows above the gutter. I desire, and Ohio statutes compels the installation be in accordance with Ohio Administrative Code and industry standards of practice. Driving nails in the gap of the above row into the center of the shingle width is not acceptable. I desire they install the roof according to these standards.Business Response
Date: 03/17/2023
This method follows Ohio
Code, National Slate Association (NSA) specifications, Slate Roofing
Contractors Association (SRCA) specifications, as well as the manufacturer's
specifications (New England Slate). Mr. ***** called the NSA ###-###-#### as well as New England Slate ###-###-####, and he was informed
as such by both parties.Customer Answer
Date: 03/17/2023
Durable Slate wrongfully described my communications with both the National Slate Associate (NSA) and the manufacturer. To correct the record, my communication with the manufacturer resulted in them asserting that their recommendations are the same as the NSA's. I received installation information directly from the NSA's website which reconfirmed the issue at hand. I was never told by anyone at the NSA that what was done on my roof was acceptable.
Durable Slate intentionally planned to use a method called "nail and bib" which is identified by the NSA as a repair method. Meaning repairing sections of an existing roof. This is not intended to be used on a complete roof replacement. I surmised my concerns with better information from the NSA in an email to Durable Slate. This email is attached to this response. As mentioned in my email to Durable Slate:
Nail and bib was used as a planned method - NSA clearly identifies this as a repair method
Aluminum flashing was used for the bibs - NSA recommends copper
Twisted galvanized nails were used - NSA recommends copper smooth shank nails
An additional shortcoming in the roof installation is the lack of drip edge installed on the rake edge as required by the NSA (this concern is also listed in the attached email)
After reviewing in depth the NSA installation guide I am more confident in fact that the roof installation was not according to the NSA. I am not satisfied with the work as it is not in accordance with the NSA, the manufacturer's recommendation, and the Ohio Code.
Regards,
**** *****Business Response
Date: 04/27/2023
Carl T******* specifically told Mr. ***** that we were installing
the gutter first and then the slate roof. When we finished the demolition
of the box gutter, Mr. ***** opted to use his own carpenter to do the woodwork
instead of our carpenters which would delay the project. We stated to Mr.
***** that we would have to continue the project and not leave his roof
open. We stated that we would install the slate roof first and install
the gutter after his carpenter was complete. This is an acceptable
manner in which to perform this work. 2 nails are placed between the
slates and flashed. This is acceptable by Ohio Administrative Code 905.6, and
it is also acceptable within the SRCA as well as NSA standards. Mr. *****
has selected parts of the SRCA guidelines without including the entirety.
A slate roof is typically nailed from the bottom up; however, if a box gutter
is installed afterwards, it's bibbed. It's very often installed in this
manner according to the SRCA and NSA guidelines.
Therefore, #1 is fully in accordance with the SRCA as well as the
NSA and Ohio standards.
#2 - The NSA does not mandate drip edge. Drip edge is not
installed on a traditional eave - please see page 75 in the NSA
Standards and Installation manual - Variation 5 - Traditional
Eave. Mr. ***** has a traditional house, and therefore it should
have a traditional eave.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.