Complaints
This profile includes complaints for Dr Roof Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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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:01/28/2024
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.
This started 12/27/2023. I had called Dr. **** for a leak in my roof. One of their technicians came out to look at my roof and said there was a charge of $270.00, which I paid by check the following day. He said he would get back to me with an estimate and arrange to tarp *******. I never received a call back. I had called Dr. **** multiple times over the next 2 weeks asking for an estimate. Finally on January 11, I requested a refund. ***, the ** in ********* called me back and after being insulting and making excuses as to why no one had called me back in 2 weeks, agreed to refund my money. Now, another 2 1/2 weeks later, I have not received any money.
Business Response
Date: 02/24/2024
This complaint was resolved several days ago, a refund was sent via mail and the customer had not received it therefore became upset and filed a complaint.
we cancelled the check then drove to the residence and personally hand delivered the refund. It was my understanding that the customer then agreed to retract the claim. I addition to that the careless and negligent employee was terminated for poorly serving the customer.
RESOLVED
Initial Complaint
Date:11/20/2023
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.
We had the roof replaced in May of 2022 due to leaks which caused a mold problem in the garage. There was no other mold in the house or attic. After the mitigation of the garage mold, we contracted with Dr Roof to replace the roof with all new plywood sheeting. A few months later we noticed mold growing on the sheeting in the garage and contacted Dr Roof to come out and look at it. They were not sure what was causing it but said they would investigate. Did not hear from them so I called and they came out again and the problem was worse. We also discovered mold on the sheeting in the attic of the house. Dr Roof came out a third time and they still were not sure what was causing the problem but they did install more vents in the attic of the house for ventilation but did not move the insulation from the vents. They said they would get back and have an engineer look at the roof. We did not hear from them again. We had an independent contractor come out to inspect the house and as well as the same mitigation company. They discovered the mold was spreading in the attic due to moisture from leaks. The mold also had spread down the walls of the house. He recommended replacing the roof and removing all contaminated drywall because of the spreading mold. Also, our insurance company came out and agreed that the roof caused the problem.Business Response
Date: 01/05/2024
Good morning
*************** to the complaint as requested, please see the attached letters that have been sent to *********************** as an attempt to resolve the matter of complaint.
we have not ignored this matter and have taken this seriously however some communication had been lost throughout the process of resolve, we are working diligently with the customer for
permission to involve an unbiased third party consultant ( forensic envelope expert ) and the reason we suggest this is so we can obtain the factual findings for resolve not the opinions of unqualified individuals, we suggested that if the expert find this is not roof related that Mr ***************;pay for the expert or if in fact this is found to be a fault of roof installation or workmanship then we would be willing to work out the resolve and the cost. we are not in any way saying that there is a possibility of some liability to us however we are not 100% convinced this is a roof related issue as the roof he had us install seems to have been due to this pre existing issue and again i want to express that an expert third party consultant would be able to identify the cause. I truly believe that the problems in this home were pre existing ?
Initial Complaint
Date:10/24/2022
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.
Contacted Dr Roof Inc. For them to give a quote to replace a roof. I was told it would be $250 as a deposit, which will be used towards the project after they sent a quote. Just give the driver a check when he does the inspection to provide a quote. The next day after their employee showed up, I get a call saying "Oh by the way it's an additional 8.4% on top of the 250. I'll need you to drive down to pay it." Which I was never informed to begin with and was told only 250 was all that was needed. I said, have a driver swing by and I'll give him a check but I'm unable to make it their. They refused to pick up the check. I asked to speak with a manager about it. Later I got a call from the same person and not the manager, who said they spoke to the manager and they actually didn't need the 250 deposit because it was a roof replacement quote. They said they would refund me the 250 and will send a check out. Fast forward 1 month. Still no quote and no refund. I called back and was told they will rush it. Again another month later and still no refund or quote.They took 250 and provided no service whatsoever. Thievery.Business Response
Date: 10/25/2022
this is a very clear case of poor communication on the part of our admin staff and we sincerely apologize for any inconvenience this has caused ****************, this was and is an honest mistake based on multiple factors and again we apologize for this. Dr roof is not as was stated by the customer in his very disparaging remarks we are a family owned and operated business of over two decades and we intend to fully resolve this matter so long as **************** will allow us. we will be reaching out to him today in hopes to solve this problem.
SINCERELY
*********************** president/CEO
Customer Answer
Date: 10/25/2022
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.
Sincerely,
***********************************
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