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Consumer Complaints

BBB Accredited Business since 07/14/2009

New Image Roofing, LLC

Phone: (316) 619-4669

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Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service3
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)BBB Closure Definitions
05/27/2014Problems with Product / Service | Read Complaint Details
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Additional Notes

Complaint Category: Failure to respond to phone calls or written requests for assistance or support

Complaint: Faulty installation of product and no customer service returning our calls or sending repair out to our home.
We had a new roof & trim put on by New Image, and due to faulty installation we have had numerous pieces fall off the hose, we've tried calling them for over a year to get repairs done. We also have an exposed area where trim has fallen off, which is getting more damage each time it rains.

Calls are not returned and we are unable to get anyone to help us. Most recently I called yesterday to try and get someone out to repair the newest issue - 5 feet of loose trim flapping against the house in the wind, left a lengthy voicemail, and still no returned call.

Initial Business Response
Contact Name and Title: *******, Production Mngr.
Contact Phone: **********
Contact Email: ***************************
We have spoken with the homeowner multiple times in response to this complaint. We are still unclear as to where the communication issue stems from. The homeowner's original sales consultant no longer works from our company, and we have come to believe that may have been part of the problem. We had a new sales consultant assigned to the homeowner and scheduled a meeting at their residence with a repair specialist to discuss the issues that were going on. After looking over the entire property and performing an overall inspection of repairs needed, we promptly scheduled said repairman to complete all work needed to resolve all of the homeowner's issues. I communicated to the homeowner via e-mail, as homeowner indicated that this is a busy time of year for their work schedules, so it was the easiest way to contact them. The repairman performed the repairs the homeowner needed on ***********. I informed the homeowner that we would resolve any issues that were not corrected to meet their standards and to contact me directly if there was any further assistance needed.

Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.

12/13/2011Problems with Product / Service
11/11/2011Problems with Product / Service

Industry Comparison| Chart

Roofing Contractors, Windows, Sunroom & Solarium Design & Construction, Windows - Installation & Service, Exterior Structures - Gazebos, Arbors, Pergolas, Bathroom Remodeling, Construction & Remodeling Services, Siding Contractors, Painting Contractors, Home Improvements, Kitchen Remodeling

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BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.