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Business Profile

Roofing Contractors

Ohio Roof Masters

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Ohio Roof Masters's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint 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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    • Initial Complaint

      Date:05/29/2025

      Type:Billing 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.
      In July 2024, my mom had the roof on her home replaced. Roof Masters gave her a quoted price and she gave them the initial down payment ($4,752) at the time of booking and wrote them a check for the remaining amount ($10,000) when they came to replace the roof.

      Both payments were made from my dad's Guardian Account; however, the $10,000 was a deposit into this account from a HELOC my mom obtained, so the final payment was actually her responsibility, though the check was written from my dad's account.

      Flash forward to the beginning of May, and an unrelated issue we were addressing with our legal counsel led us to realize that the $10,000 payment had actually been deducted twice, once via ACH Debit (7/30/24), and a second time via the deposit of the check (8/1/24).

      Both my parents are over 75 and as a rule, I've only played a peripheral part in managing their finances or I likely would have caught it much sooner.

      I immediately reached out to her original contact from Roof Masters and explained the situation to him, along with sharing copies of both bank statements via email. He stated he would look at it over the weekend and get back with us. Three subsequent phone calls to them, between my mom and myself with no resolution, have brought me to this step. They have denied any record of the second payment.

      The attached bank statements have been redacted; however, I can also share the full statement if necessary.

      Business Response

      Date: 06/24/2025

      Dear [BBB & ******* ],

      Thank you for bringing this matter to our attention. We take this complaint very seriously and are actively investigating the issue.

      Upon reviewing our financial records, we can confirm the following payments made by your company: and a screen shot is provided below.

      1. Payment on 7/27/2024 - Check reference 1217 for $10,000

      2. Payment on 7/19/2024 - $4752.00

      We have initiated an internal review with our bookkeeper and payment processor to reconcile these transactions and ensure there are no discrepancies. This investigation is already underway, and we expect to have the results within the next 30 days.

      If our investigation reveals that a double payment was inadvertently deposited into our account, we will promptly contact you to arrange a refund or make the necessary adjustments. Maintaining accurate financial records and providing excellent customer service are top priorities for our company.

      Please be assured that we are committed to resolving this matter to your satisfaction. We appreciate your patience and understanding as we complete our review. If you have any other questions or concerns, do not hesitate to contact me directly.

      An email matching this response will also be e mailed to the address we have on file for the ******* .

      Sincerely,

      [Marc Ross]

      Ohio Roof Masters

    Ohio Roof Masters is BBB Accredited.

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