Complaints

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:01/20/2023

  Type:Product 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.

  I hired True Roof company to complete a roof inspection. The initial contact with the company occurred on January 5, 2023. I was informed that the cost would be $100. I emailed them that night on January 5th that I had submitted my payment online via the payment link they sent. True Roof sent me an email on January 6th thanking me for the payment. My bank processed the payment on January 7th. My original inspection date was scheduled to take place on Tuesday, January 10th. On Tuesday January 10th I was notified by True Roof that they needed to cancel my original appointment and they rescheduled the appointment for Wednesday, January 11th. On January 11th, I emailed the company to inform them that I had not heard from the company or received my roof inspection report from the inspection that was scheduled for that day. On January 12th, I received an email from True Roof stating that they did not show the inspection back in the system yet and they would send a message to the inspector requesting the report be emailed to me as soon as possible. I have never received any follow-up direct phone calls, emails, or my roof inspection report from all of my inquiry emails to this day which is January 20, 2023. I emailed True Roof on January 17th informing them that I still had not heard anything back about my roof inspection report and that if they were unable to complete it by the end of the week on January 20th to please refund my payment and cancel the appointment. True Roof never responded back to my email or the statements I made in my email. The company only emailed an auto-response that they were experiencing a significant volume of calls and emails and will respond as soon as possible. No resolution has been achieved as of today.

  

  Business Response

  Date: 01/23/2023

  Good Afternoon- thank you for this email. We responded back to the customer and issued a refund. Please see below message sent. Let us know if you need anything else. Thank you!  

   

   

  True Roof Inc. <**********************************> 10:35 AM (50 minutes ago)
  
  
  to *****, ********, *******************************
  
  
  
  
  
  
  
  Hello ********- 
  
  
  I am very sorry for the delay in receiving the report. The system sends the reports out automatically once they are uploaded. I assure you this was completed on time but did not get emailed out. I went in and resent this myself manually and attached a copy here in this email. I apologize again for the delay, we have been inundated with emails and phone calls for the last few weeks due to the weather. We are very sorry for the inconvenience. A refund has been issued to your bank account, please allow 3-5 business days to reflect back to your account. Let me know if you have any questions or concerns. Thank you! 
  
  

  Customer Answer

  Date: 01/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. The company has issued a refund of $100 for my previous payment. Thank you.