Complaints

This profile includes complaints for Smart Roof LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Smart Roof LLC has 9 locations, listed below.

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  Smart Roof LLC

  11091 Sunset Hills Rd Ste 600 Reston, VA 20190-5380

  
• 

  Smart Roof LLC

  959 US-46, Suite 403 Parsippany, NJ 07054

  
• 

  SmartRoof LLC

  501 Silverside Road Wilmington, DE 19809

  
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  Smart Roof LLC

  3900 Jermantown Rd Ste 490 Fairfax, VA 22030-4978

  
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  Smart Roof LLC

  18 Campus Blvd Ste 100 Newtown Square, PA 19073-3240

  

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:12/05/2022

  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.

  Terrible experience with SmartRoof. BEWARE of Misrepresentation. They oversold their ability to work with the insurance company and offered $1000 in gift cards which we refused. Smart Roof McLean bolted out at the first pushback from the insurance. They literally left the project incomplete and ran away leaving us to deal with the insurance company with the rejected claim. We fell for tall claims of their rep **** being experienced but every single of their (mis)advice that we followed to the tee in submitting the claim, backfired terribly!! And our insurance company dropped us entirely from the insurance plan! Now the entire SmartRoof staff is MIA. It has been months now! They wouldn’t respond to the calls or emails! BEWARE of SmartRoof (McLean) They will leave you at the first roadblock and would rather entice others. HIGHLY UNPROFESSIONAL. STAY AWAY!

  Business Response

  Date: 12/15/2022

  We sympathize with the frustration that you are going through. SmartRoof always does its best to communicate clearly with potential customers about potential roofing projects. We are willing to discuss our findings and recommendations regarding your roof with any other parties. Unfortunately, we are not able to control the decisions of any other parties relating to your roof or your home. If there are any other questions you have relating to your roof, please contact the main line with details and we will service your needs if at all possible.Tell us why here...

  Customer Answer

  Date: 12/22/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  It's not helpful. It's more of the same previous response- i.e. not wanting to do anything for our roof. Their rep's ill advised suggestions not only made us lose our insurance that we've had for years, they also rejected the entire claim! They dropped us after receiving the claim. The Smart Roof rep did a terrible job at getting our claim approved while our neighbors in the two adjacent homes, both got their roofs replaced by the same insurance company for the same storm that we were rejected for. Go figure!
  
  Regards,
  
  *****************
  

• Initial Complaint

  Date:09/24/2022

  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.

  Hired Smart Roof to install a new roof over a year ago for a shingle roof, property is less than 1000 ft.² Smart roof started the roof on April 2022. Unfortunately they never got any of the required inspections by the city of Deerfield Beach. I called Smart Roof once a week because they never finished the job not knowing that they never did any inspections. After contacting the city, I learned that none of the inspections were done and the city demanded that smart roof take the roof off that they installed and do the required inspections! They installed a complete roof and I have an outstanding permit that can never be closed because the roofing company never came to tear the roof off that they installed improperly The flat roof that was included in their price was also never done. I feel as if the company took advantage of me because I am 70 years old and I am a widow. Its been a year now that they took my money and never did the job properly . Can you please help me, the city is requiring them to take the roof off that they installed with no permits, and I want them to do this as well because my insurance is being canceled because of the roof and my flat roof. I want them to do it as well. It was a part of the price.

  Business Response

  Date: 10/14/2022

  We are actively in communication with the homeowner to resolve her concerns. Smartroof has every intention of ensuring the project is completed according to code and contract. Permits receipts for this project date back to 4/6/2022. We will work with the homeowner to ensure the situation is managed to her satisfaction.

• Initial Complaint

  Date:08/17/2022

  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.

  Compliant for deceptive sale/business practice. Greg M***** and Tom R**** rang on our doorbell and said our roof might be damaged by hail. At the time, Greg, made the following promises: Free roof upgrade to architecture style as our style is not longer in production. It is also the reason why insurance will replace the entire roof instead of repair it. Workers can to install the gutters we already purchased as a connivence if we just "buy lunch". The vented ridge cap will also be included for free. April 20th, 2022, Greg M****** (different Greg) came out for contract, denied all promises sale Greg gave us. At the end, we were able to pressed him to talked to his manager and approved all three items. When signing the contract, Greg alleged there is no place in contract to include gutter installation and ridge vent, he can only put it as a comment in system (Attached pic). However, he was able to put upgraded shingle into contract. After we signed the contract, Tom, denied any of those offers was made on the sale pitch, claiming Greg M***** is no longer with company and those claims were misinformation. All mentioned offers will be paid items. He later also clarify that what we discussed in the contract will still be followed. (Attached email conversations). On installation day, they did not install gutter for us. ###-###-####, the project manager, claimed gutter work is not explicitly on the contract paper, thus it's not binding. Additionally, he cherrypicked Tom’s words in email thus claiming no gutter work is included. He won't acknowledge based on the email context that this is just informational and Tom said the contract is still effective. He also alleged Greg M******’s word during contract signing ceremony is misinformation. Additionally, he will not offer explanation on why even though ridge vent is not on the contract (in same note as gutter), but they indeed included for us. Which is conflicting to what he said (only do what contract paper says).

  Business Response

  Date: 08/24/2022

  Clarification has been provided to the member in reference to the miscommunications. It is our intent to ensure we maintain a good relationship with the homeowner and find a mutually beneficial resolution as quickly as possible!

  Customer Answer

  Date: 09/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************
  

• Initial Complaint

  Date:07/31/2022

  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.

  Approached in June, 2022 by Smart Roof, who said they could get us a new roof due to a documented hail storm back in August, 2021. Promised the best *** roof on the market with a 50 year warranty. Told we would have absolutely no out of pocket except for our deductible.Attended a Project Meeting with Smart Roof Rep at our home in July, 2022. ****** had a copy of our insurance estimate. He was there to give us the best *** 50 year roof on the market with the *** Golden Pledge Warranty for only the cost of our deductible. Then came the disqualifications. First, he demonstrated the inferior quality of felt underlayment that **** covered. He stated felt would only have a 5 year warranty instead of the 50 year, and we had to upgrade. Inaccurate. He calculated that out of pocket cost to us at $2600 for *** Felt Buster. Huge inflated pricing. ********** price is around $350. Then, ****** told us that insurance didn't cover continuous vent ridges because it was not code in Fairfax County. He calculated that delta at $3200. Inaccurate and inflated. Then he handed us a contract with checked boxes prefilled for a roofing system. We noted the shingle listed in the contract was not the top; it was next to the bottom out of the 7 types of shingles *** makes. Jeremy argued that it was in fact the best top roof. Then, claimed it was the top on our street. Then, that the thickness of our existing roof only qualified for the lesser product. Inaccurate. Another added charge was for plywood replacement. Could be up to $12,000. Huge price inflation. Then, he needed a deposit immediately in order not miss the insurance deadline of 1 year from the date of the damage. We signed the contract under pressure. The contract was missing 1 of the 5 required *** accessories to get the Golden Pledge and *** said they could not honor it as written. Unable to get itemized contract from Smart Roof. We would like the top roof, the plywood, continuous ridge and the Golden Pledge as promised.

  Business Response

  Date: 08/15/2022

  Smartroof has contracted work at the home for ********** HDZ shingles and the *** Golden Pledge Warranty. We have not collected any money from the member and are simply asking to collect a deposit for the work so we can order materials. The *** Golden Pledge is the top warranty in the industry for laminated shingles. We are actively trying to understand the members needs and concerns and aim to help him get what he needs as quickly as possible. We have not charged him for any plywood and do not intend to, unless we need to perform plywood replacement to meet any code requirements.

• Initial Complaint

  Date:07/26/2022

  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.

  Signed a roofing contract on 3/12/2022, which stated I could cancel within 5 business days, and paid a deposit of $8000. When I realized they were a lot more expensive than others, I sent an email, to hold the process, before the beginning of the 6th business day.On 6/28/2022, they sent me a check for $5014.28.They have not done any work, and won't pay me the balance of $2985.72.They are out of state so taking them to a small claims court is difficult.

  Business Response

  Date: 08/18/2022

  We are contacting the homeowner directly to clarify the situation. Our records indicate we never received the notice of cancellation in the mail or in person as stated in the document we provided at signing of contract. It is our intent to ensure we maintain a good relationship with the homeowner and find a mutually beneficial resolution as quickly as possible.