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:03/10/2025

  Type:Service or Repair 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.

  A New Era Roofing replaced a flat part of my house roof in 2019. During a replacement, they changed one drain (out of two) because it was leaking but did not replace the second one. In 2024, this old drain started to leak because it rusted through. According to the warranty agreement ( 7 years ), the company decided to fix it with tar paper (!) instead of putting in a new drain, which they should have done during an original roof installation. All my attempts to get the defective drain replaced were left without any answer.

  Business Response

  Date: 03/10/2025

  Good afternoon,

  We wish to resolve roof issue and replace scupper. 
  When would be a convenient time for us to come out and take measurements and replace the scupper?

   

  The owner is welcome to contact me directly at ************** at any time to start process.

   

  
  
  

• Initial Complaint

  Date:12/01/2024

  Type:Service or Repair 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 the company for a roofing job they tore up my gutters to the home not once trying to get them repaired they were purchased 36 months ago from a company. I was told that they dont cover it unacceptable! The soffits to the house are also damage they never once said it wasnt apart of the roof repair I would have went with another company! The original price of the roof near 14k because I needed new work the price jumped to almost 19k I need my soffits and gutters replaced or they can come and take the roof off the house

  Business Response

  Date: 12/03/2024

  To: Better Business Bureau 
  Date: 12/2/24
  Subject: Response to BBB Complaint - New Era Roofing Concepts, Inc.

  
  Dear Better Business Bureau,

  
  Thank you for making us aware of your concerns through the Better Business Bureau. We take pride in our work at New Era Roofing Concepts, ***** and we aim to ensure every customer is fully satisfied with our service.

  
  Regarding the issues you mentioned, wed like to clarify the circumstances around the gutters and soffits as documented during our project:
  

  1. **Gutters**: During our initial inspection and the agreement process, it was documented that the fascia was severely rotted. This critical issue required the removal of the gutters to properly address and repair the roofing. This condition and the need for gutter removal were included in the signed agreement dated 09/18/24, specifically noted on page 10, which was acknowledged by your initials at the time of signing.
  

  2. **Communication and Documentation**: Following the approval of the necessary permit, an email was sent to you on 10/17/24 containing multiple PDFs, including:
  - **Terms & Conditions**: Confirming the conditions under which gutters might need to be adjusted.
  - **Roof Replacement Preparation Tips**: Outlining necessary preparation steps.
  - **Budgeting for a Rotting Surprise**: Detailing potential surprises due to underlying conditions.
  - **Additional Cost Fee Schedule**: Explaining additional charges that may apply due to structural issues.
  Our records show this email was opened and acknowledged twice on 10/17/24 at 2:26 PM and again on 10/18/24 at 12:11 PM.
  

  Later on the actual work day of 11/16/24 (close to 1 pm), I met with the homeowner at the work site, where we shook hands. During this meeting, the homeowner acknowledged the severe rot in the roof and understood the necessity for additional work, which had been outlined in our contractual agreements and communicated through subsequent updates.
  

  3. **Cost Increase**: The adjustment in pricing was due to the severe rot discovered in various structural components of the roof, including tail rafters, fascia, furring, soffit, and decking. These unexpected structural repairs were identified during our initial walk-through and discussed during the planning process. We prioritize transparency, ensuring customers are informed of necessary changes for maintaining quality. Thus, these details were outlined in the agreement, and we requested your initials alongside your signature to confirm your understanding of the preparation tips, budget considerations, and additional cost summary, as noted in item #2 **Communication and Documentation** of this correspondence. Before proceeding with the work that indicated a significant cost increase, we engaged in a text message exchange to confirm your understanding and ability to cover the additional expenses:
  

  **Text Message Exchange:**
  - **Said ***** **** ********:** Could we meet today? Its necessary to occasionally halt this type of work, as we need to apply for alternative permits for truss reinforcement and structural repairs due to severe rotting and roof framing issues. A significant amount of wood will need replacing, impacting your change order/final invoice. Before we proceed, I need to confirm your ability to pay. I also ensured your roof would be secured and watertight by the days end.
  - ********** ********:** Yea, I should be over in an hour. Im literally 3 streets away.
  - **Said ***** **** ********:** Ok.
  - ********** ********:** And yes, I can pay. Board shouldnt be that expensive.
  - **Said ***** **** ********:** Trusses, plywood, tongue and groove, fascia, and furringI'll show you in a few.
  - ********** ********:** Ok, no problem.
  

  This exchange reinforced our commitment to clear communication regarding project alterations and expenses.
  

  We understand that unexpected repairs can be concerning, and we strive to provide clear communications and foresight wherever possible. We remain committed to resolving your concerns to your satisfaction. Please feel free to discuss any outstanding issues further at ************ or *********************************.
  Thank you again for allowing us to clarify and rectify this situation.

  
  Best regards,
  NEW ERA ROOFING
  
  
  NEW ERA ROOFING CONCEPTS, INC.
  *********************************************************************
  **************
  *******************************************;

• Initial Complaint

  Date:06/30/2023

  Type:Order 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.

  Agreement with New Era Roofing signed 2/27/2023, work began 5/23/2023, work completed 6/27/2023. Roof replacement and Fascia painting totaling $14,843.04 was agreed upon with ******************* Vale with New Era Roofing Construction Concepts **** CCC1331700 CGC1529019. This contract was based on this amount being the total bill with no additional cost thereafter. As a matter of fact, ***** even added an additional $3000 to the original estimate for the roof replacement; which we totally agreed with, to ensure ***** or New Era would not require or be owed any further payments upon completion. ***** even advised that if they did not utilize the full extra $3000 amount, they would refund any overage. We have paid the $14,843.04 in Full. However, New Era is advising of an additional bill owed which we do not owe. Sincerely,******************************************** & *********************************** ***************** ************ 6/28/2023

  Business Response

  Date: 07/01/2023

  Dear ******** & *************************** *********
  
  We hope this message finds you well. We are writing to address the payment dispute regarding the change order for the roofing services provided by our company. We understand that you have expressed concerns about the additional charges outlined in the change order, and we would like to clarify the situation and find a resolution that satisfies both parties.
  
  Upon reviewing our records and the agreement signed by both parties, we found that the change order was issued and approved due to unforeseen circumstances that arose during the course of the roofing project. These circumstances required additional materials, labor, and time to complete the work to the highest standard of quality and safety.
  
  We want to emphasize that the change order was prepared in accordance with the terms and conditions outlined in our initial agreement. It is essential to note that change orders are a common practice in the construction industry and serve as a means to address unforeseen circumstances or modifications requested by the client during a project.
  
  We understand that the additional charges outlined in the change order may have come as a surprise, and we apologize if there was any misunderstanding or lack of communication regarding the potential for additional costs. However, it is important to acknowledge that we made every effort to prevent any misunderstandings in regards change order with the additional work.
  
  We firmly believe that the services provided, including the work outlined in the change order, were necessary to ensure the overall quality and longevity of your roof. We take pride in delivering exceptional craftsmanship and adhere to industry standards in all our projects.
  
  We kindly request that you reconsider your position regarding the payment for the change order. We are confident that the additional charges are justified and reflect the extra materials, labor, and time invested to meet your roofing needs effectively.
  
  We value your satisfaction as a customer and would like to find a resolution that is fair and reasonable for both parties. We invite you to engage in a constructive dialogue to address your concerns further and discuss possible options for resolving this payment dispute. Please contact our customer service representative at ************ or via email, and they will be more than happy to assist you.
  
  Thank you for your attention to this matter. We appreciate your understanding and look forward to finding a mutually satisfactory resolution.
  
  Sincerely,
  *****,
  
  

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20260081
  
  I am rejecting this response because:I do not accept the response made by the business to resolve this complaint
  

  
  

  I am rejecting this response because: ******************* Vale of New Era Roofing is fully aware that the $14,843.04, which includes the additional $3000 for unforeseen cost he would list as wood allowance + $728.20 we agreed to was for the roof replacement and fascia painting in its totality. This was confirmed in many phone conversations with *****; and he knows this to be true. Accordingly, we have held to our agreement with ***** of New Era Roofing and have paid the $14,843.04 In Full. Therefore, no further payment is due.
  

  
  
  Sincerely,
  
  ********************************************

  Business Response

  Date: 07/06/2023

  Unfortunantly there was more wood replaced then expected. Roof was in very bad condition. We are willimg to settle for a new agreed amount on additional cost.

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20260081
  
  I am rejecting this response because: ******************* Vale of New Era Roofing is fully aware that the $14,843.04, which includes the additional $3000 for unforeseen cost he would list as wood allowance + $728.20 we agreed to was for the roof replacement and fascia painting in its entirety and that our budget was based on not going over the $14,843.04 agreed amount; and ***** knows this to be true. 

  Therefore, we do not agree to any new additional amounts other than zero dollars. As per our agreement we have paid the $14,843.04 in full.

  Sincerely,
  
  ******************************************** & ***********************************

  Business Response

  Date: 07/18/2023

  Yes we will fix leak as soon as possible

  Customer Answer

  Date: 07/21/2023

   
  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,
  
  ********************************************