NEW BRAUNFELS— On August 8, 2017, BBB initiated an industry wide investigation on roofing contractors in Texas. Among the most complained about roofing companies was Bow-Tie Roofing out of New Braunfels, Texas. Since the onset of BBB’s investigation into the company’s business practices and ownership, consumer complaints against Bow-Tie have nearly doubled.
BBB began receiving an increase in consumer complaints against Bow-Tie in early 2016 following a series of hailstorms and severe weather that impacted Central Texas. Consumers alleged paying upfront fees for services without any work being done months later. Additionally, consumers claimed experiencing difficulties contacting the company to question why their contracts had not been completed.
Bow-Tie’s response to complaints typically consisted of an apology and an explanation that the delay and customer service issues were due to a backlog of contracts as a result of the hail storms and severe weather.
For some, the paid work was eventually completed. However, Bow-Tie along with many other roofing companies became inundated with contracts when three hail storms in April 2016 hit the San Antonio area. According to the Texas Department of Insurance, 125,000 homes were damaged.
A snowball effect ensued. Bow-Tie continued to bring on new customers who made upfront payments for services and the company’s backlog grew.
From March 2016 to March 2017, BBB received an additional 38 consumer complaints against Bow-Tie alleging that they were still waiting to have their roofs repaired after months, for some, nearly a year since payment for services had been provided. Similar to their previous responses, Bow-Tie apologized for the delay and explained that they now had an “extremely long back log” of contracts that they were trying to fulfill.
Then, in April 2017, Bow-Tie customer Evan Barnett reached out to BBB and informed us that a Bow-Tie representative contacted him and told him that the Bow-Tie franchise had closed and that the $5,200 deposit he paid to the company in April 2016 was gone.
BBB learned that Bow-Tie was owned and managed by June and Jason Roberts before selling the company in April 2017 to then Bow-Tie employees Jasmine and Joshua Norris. For months following the sale, Bow-Tie continued to take on new clients who paid upfront fees.
Nearly six months later, the Norris’ are claiming they were unaware of the volume of pending contracts and that the money transferred was insufficient. The Roberts claim all monies were transferred per the agreement with the understanding that the Norris’ would fulfill the pending contracts.
Both parties have since retained legal counsel while dozens of consumers wait without answers as to where their money is and whom is responsible.
In the interim, Joshua Norris has started a new roofing company out of New Braunfels named R & R Company, LLC. R&R is actively posting job positions on Indeed for new hires to help with Hurricane Harvey relief and their Facebook page states: “We are new to the area but not the roofing and restoration business!”
Since the start of BBB’s investigation less than two months ago, consumer complaints against Bow-Tie have increased substantially. As of October 16, 2017, BBB has received 82 consumer complaints against the company.
Thus far, BBB’s investigation has confirmed at least 37 of these consumers have yet to receive refunds or have their work completed. Fourteen of the 37, over a third of the consumers, contracted with Bow-Tie after the company sold and was under new ownership. Total, these 37 consumers have paid Bow-Tie a combined amount of nearly $250,000.
BBB has some tips that can make finding a reputable roofing contractor easier: