Complaints
This profile includes complaints for Gold Medal Roofing of Eastern Tennessee's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:05/29/2025
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.
Roof was inspected and installed. I had no complaints until the supplement was filed. Insurance covered first part with no problem ($8871.22). Then comes the supplemental for $9434.82! I complained and asked them why so high. My house is max 1550 sq ft. 5.5 hours and it was done. I paid for extra out of pocket $1659.13. No way a 1550 sq ft house should be that much. They told me that that was insurance pricing which is a lie. I was also told they were 50 year shingles and then it was changed up to 50 years. Once I signed, they could do what they wanted. My front is straight and the back side has 1 valley. I now have a $19,975.17 roof. Absolutely disgusting and I warn anyone using these people to check your roof, DO NOT SIGN ANYTHING!
Business Response
Date: 05/29/2025
We hold ourselves to the highest standards of craftsmanship and integrity. Every project we take on is completed with careful attention to quality, transparency, and industry best practices—this one included. Your roof was both inspected and installed by experienced professionals, and at the time of completion, no workmanship concerns were brought to our attention. The insurance claim process—including the initial and supplemental portions—is guided by detailed scopes and industry-standard pricing models used nationwide by carriers and adjusters. Our team worked within those approved guidelines and pricing, not independently or arbitrarily. Regarding the materials, we stand by the quality and specifications of what was installed. If there was any confusion around product representation, we are happy to review any related documentation to clarify. We understand your frustration with the cost of the project, but we can assure you that what was proposed, approved, and completed was aligned with both insurance scope and the work needed. These allegations do not reflect the way we operate as a company or how we treat our customers. We are committed to honest, respectful service and always strive to provide a positive experience. If you'd like to discuss your concerns further or request a full walk-through of your scope of work and materials used, we welcome the opportunity to connect directly and resolve any misunderstandings.Customer Answer
Date: 05/29/2025
Complaint: 23389148
I am rejecting this response because there is no way this roof is a $19k+ roof! The roofers were subcontractors as well as the gutter contractors. This is absolutely fraud and overpriced. I will be filling insurance fraud complaint to the Insurance Commission. I was lied to about the warranty. I found out from my agent there is no such thing as 50 year shingles. Please review your billing! I told ***** and ******* if I caught anything not right, I would call them out! No way straight roof on the front and the back with one valley is $19k+!
Sincerely,
****** ******Business Response
Date: 05/29/2025
There is nothing fraudulent about the work and costs that this homeowner is complaining about. Insurance supplements are very common and can occur at higher costs to the homeowner but usually are recoverable through insurance except for some aspects of the deductible.
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