Complaints

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:05/19/2025

  Type:Service or Repair Issues
  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 asked this company to give me an estimate on repairing or replacing my slate roof, which was damaged by a storm. They blew off two appointments. Then showed up for the third. The person they sent assured me he understood what I was saying about not being able to walk on a slate roof, as it's way too delicate. He assured me he would be sending up a drone, as the other companies did when giving me an estimate. I walked back inside my house and three minutes later there is a ladder against my porch roof and he is up there stomping all over my slate roof, front to back. He damaged/cracked multiple slate shingles, and seemed to barely understand why I was upset.

  Business Response

  Date: 06/02/2025

  Subject: Response to Complaint ID ******** **** *********
  Dear Ms. **************** you for your communication regarding the complaint submitted by Ms. **** *********.
  We sincerely apologize for the delay in our response. We were out of state on work-related matters, visiting ongoing projects and attending meetings with roofing material suppliers. It was only upon our return this past Saturday that we were able to review the correspondence and become fully aware of the situation.
  As of today, we have taken immediate internal action: the representative who visited Ms. ********** property has been permanently removed from any role representing our company. Although he claimed that no damage was caused, that does not excuse what happened or invalidate the way Ms. ********* felt. We completely understand her frustration.
  Additionally, we confirm that drone photos were taken before the representative accessed the roof, and these images already show visible pre-existing damage. Nevertheless, in a sincere effort to resolve this situation respectfully and responsibly, we are honoring Ms. ********** request and have issued a check for $250 made out to her name, which will be mailed to the following address:
  **** *********
  **********************
  **********, ** 15202
  ?? The check will arrive at her home within no more than two (2) days.
  ?? Here is the link to the photos taken by our representative prior to accessing the roof:
  **********************************************************
  We hope this resolution closes the matter in a fair, respectful, and professional manner.
  Sincerely,
  **** & *************start="1718" data-end="1721">Top Roofing Solutions
  ?? *****************************************
  ?? ************

  Customer Answer

  Date: 06/03/2025

  
  
  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. I appreciate the company acknowledging what happened and working with me to resolve the problem.

  Thank you for your help with this matter.

  Regards,
  
  **** *********