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:11/19/2022

  Type:Product 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 Veritas Roofers, LLC to replace our roof, soffits, and gutters in July 2022. Unfortunately, Veritas' workmanship and customer service could have been much better during this process. Email, texts and phone calls asking about incomplete and punch-list items and subcontractor timelines often went with no reply, and when there was a reply, it was sometimes rude. Also, there are multiple areas where work was not neatly or professionally completed (see photos). Some of those areas were eventually fixed after we requested such, but not all issues have been corrected. Bent drip molding, sloppy caulking, and 2 areas with ceiling damage had to be fixed by us and there are multiple shingles damaged during installation. Also, a new ridge vent makes noise when windy, and GAF technical support indicated this is likely due to improper installation.
  
  We already had 2 leaks that need ceiling repairs, and Veritas' response in both of these instances was that we were lucky that was all that happened. The first caused a stain on our dining room ceiling, and was due to the crew leaving an area uncovered while it was raining. The 2nd leak occurred with the first rain after roof completion and had water pouring through our bathroom ceiling, causing significant damage. Veritas patched the leaking valley after this event, but they left a repair that looks unprofessional with globs of tar and white caulk (see photo). Veritas later sent a contractor to repair the ceiling, but he said it was much worse than Veritas told him and he was too busy at that time for a job that big. Veritas eventually reduced their bill to partially cover the cost of us hiring someone to make the repair, but the amount offered was less than estimates for the work, so we ended up paying $500 more to get the damages repaired.
  
  We are asking Veritas to reimburse for us to address the sloppy patch, worn shingles, noisy ridge vent, and also asking for $500 refund to cover the FULL cost of ceiling repair.

  

  Business Response

  Date: 12/05/2022

  He hired us to do the roof, then I brought to his attention that the painters had sprayed over his soffit panels and did major damage to his ventilation system. He didn't notice until I brought it to his attention and he was very grateful.
  
  I referred him to a gutter/soffit company. He begged me to put all of the quotes on one contract. So he only had to deal with me. I told him that I didn't operate that way but he insisted and I relented regretfully and did so.
  
  His issue with lack of communication, he was informed that we had a death in the immediate family as well as during his roof completion a category four hurricane hit Claremont. He was informed about the death in the family and said he understood. He took pictures of the leak that he had which was actually over the shower so any water that was getting into the house was dripping into his shower not doing any additional damage. The photo that he showed me was staining and a little bit of a bubble. I told him to poke a couple of tiny holes in the ceiling to allow the water to come out. He chose to destroy his ceiling.
  
  Additional miscommunication was not with Veritas it was with the gutter company that was installing the gutters and the soffit.
  
  The only time I've personally may have been short was when homeowner was screaming at us to get to his home immediately during the hurricane when water was dripping into his shower.
  
  Mind you we had 12 inches of rain and less than 20 hours on a roof that had been completed less than 20 hours previous. As well as 80 to 90 mile an hour winds
  
  Damaged areas that he is speaking of number one was bent drip metal, the gutter company needed to do this to get the gutters behind it. Number two sloppy caulking, we should have never caulk this area it was a pre-existing issue with his wall.
  
  To ceiling issues, the first one is 100% our fault we got caught with one of the bands of the storm rolling in without us realizing it. It was light staining on the ceiling. The second one was due to the hurricane.
  
  One day after the hurricane was gone I personally met with homeowner along with my crew to handle this issue immediately. Every issue that was brought to my attention we completed. When we left homeowner stated he was satisfied, the only issues that were still there we're replacing of the damaged drywall ceiling.
  
  Our professional drywall technician that we have been using for years had major burns on his stomach from cooking in the kitchen. He was out for almost 2 1/2 weeks. His boss explained to the homeowner the issue and the homeowner did not want to wait any longer. We reduce the final cost again by homeowners agreement of him to hire his own contractor to do the repairs of the drywall damage. Based on his price satisfaction please see texts attached
  *** **************** ********

  

  Business Response

  Date: 04/26/2023

  My name is James B***** and I am the owner of Veritas Roofers. I personally went out these last two times and look for myself. Mr ****** has had legitimate complaints prior to the last issue. He is saying he has. Our technicians went out and replaced the mismatching shingles. He said that we did not finish the repair properly. As you can see with the attached photo, I would be able to get 100 people to stand anywhere on his property, including the roof and you cannot find our repair because it was done professionally and the color matches perfectly. We feel the homeowner is truly creating an issue that does not exist. We are completed with these issues. In the future, we stand behind our warranty 100%. 

  Customer Answer

  Date: 05/01/2023

  We're in receipt of Mr. B*****'s final response about the completed roof job.  We remain dissatisfied with the overall roof work by Veritas as: 1) it should not take 6 months to properly complete a roof replacement, 2) the homeowner should not have to point out serious construction errors (ie: improper scab nailing, poorly installed/caulked valley, bent molding, damaged shingles), and 3) there shouldn't be visible mis-matched shingles on a new roof.  Veritas has also not addressed the noisy ridge vent, and never offered to reimburse us for excess out of pocket expenses for bathroom repair work necessitated when the poorly installed roof valley leaked into our bathroom.  

  
  

  Since Mr. B***** has said his last response was his final response in this matter, please close out the complaint as not fully resolved.