Complaints

This profile includes complaints for Bone Dry Roofing's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Bone Dry Roofing has 19 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Bone Dry Roofing

  7735 Winton Dr Indianapolis, IN 46268-4161

  
• 

  Bone Dry Roofing

  749 S Grant Ave Indianapolis, IN 46203-1545

  
• 

  Bone Dry Roofing

  8130 New La Grange Rd Louisville, KY 40222

  
• 

  Gary's Roofing

  4240 Derek Way Sarasota, FL 34233

  
• 

  G & W Roofing

  129 W Marion Ave Edgewater, FL 32132

  

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:11/07/2025

  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.

  In June 2025 I agreed to let Bone Dry Roofing tarp my duplex after it was hit by a tornado in May. They charged $4,000 to cover the entire roof to protect the building from any further wind or rain damage. Unfortunately the entire roof wasn't covered which caused additional water damage to the interior of the property. Bone Dry did send someone out to re-tarp the roof, but the second attempt did not fully cover the roof as promised and they did not secure the tarp properly. It had rope just dangling down the sides of the house. The area received more rain and more damage to the interior of the home. As a result of Bone Dry Roofing not covering the entire roof it cost me thousands of dollars in additional repairs. Due to the water coming down into the second floor, traveling down the walls and into the first floor apartment. I spoke to one of their representatives and he stated that the roof was too large and it wasn't possible to have one tarp to cover the entire roof. I've personally seen other properties that they also affected and the company that they used did cover their entire roof. I wish I had known of them prior to agreeing to let Bone Dry Roofing do the REMOVEDa result of all of the additional damage and heart ache I would like a full refund of the $4,000 that I paid to cover the roof.

  

  Business Response

  Date: 11/12/2025

  This was a very difficult situation, and we truly did our best under the circumstances.
  
  The home in question was severely affected by the May EF-3 tornado. Normally, when installing a tarp on a flat roof, we use the parapet wall to anchor the tarp down. In this case, that wall no longer existed due to the tornado the entire roof structure had been lifted and torn off.
  
  We installed two tarps, not one, and even taped the seams to help prevent water intrusion. Because there was nothing to secure the tarp to, we had to use rope anchoring to hold it in place. Our team responded quickly we were on site within 23 days after the event to install the tarp.
  
  Unfortunately, this was an act of God a natural disaster, and the conditions made it impossible to guarantee a watertight seal. We couldnt proceed with a new roof installation right away because the homeowner wanted her insurance company to inspect the damage first. During that waiting period, additional storms passed through the area. Each time an issue arose, we returned and addressed it promptly.
  
  Once her insurance company finally approved the replacement, we advised that the only way to fully prevent further leaks was to install a new roof. She signed a contract with us, and materials were scheduled for delivery. However, the day before installation, she canceled the project

  
  In the link below, youll find all the photos documenting our work and the site conditions. We also have an email confirming her project cancellation.
   

  REMOVED

   

  Thank you.

  
  

  Customer Answer

  Date: 11/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  As you can see by the attached pictures the tarp did not cover the entire roof from edge to edge and it did not have adequate overhang with tape to prevent the wind from raising the tarp to allow the rain to go over the tarp.  There were several areas where there was no overhang at all.
  Regards,
  
  REMOVED-REMOVED
  

• Initial Complaint

  Date:10/03/2025

  Type:Billing 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.

  The work that they did was fairly good. I am having problems with their billing practices and I am now continuing to received three or four differ invoices. One of the invoices had duplicate work order. Therefore, I paid the duplicate invoice once they have correct the duplicate invoice. The invoices in question is #S5625211 and #S5624779. Everything was paid in full. and I continue to get a bill for $995.00 after I have already pay the bill in full.

  

  Business Response

  Date: 10/14/2025

  Thank you for reaching out and for your feedback. Im glad to hear that you were satisfied with the work completed, and I sincerely apologize for the inconvenience caused by the billing confusion.

  Ive reviewed your note regarding invoices #S5625211 and #S5624779, and I understand that one was a duplicate and that payment has already been made in full. Well look into this immediately to ensure that the duplicate charge for $995.00 is corrected and that no further invoices are sent in error.

  Please allow us a short time to verify and update our records. Well follow up with you as soon as the correction has been processed.

  Thank you for your patience, and we appreciate your understanding.

• Initial Complaint

  Date:08/29/2025

  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.

  Complainant: REMOVED(daughter/advocate), for REMOVED(REMOVED) and REMOVED(disabled).Business: Bone Dry Roofing REMOVED(local office: REMOVED; REMOVED). Headquarters: REMOVED; REMOVED. Owner/CEO: REMOVED. Regional Manager (REMOVED): REMOVED. REMOVEDManager: REMOVED. Bone Dry Roofing +3 Bone Dry Roofing +3 Bone Dry Roofing +3 Roofing Contractor Job address: REMOVEDDates/amounts: Contract [date]; total $[ ], deposit $[ ].Summary: After a storm felled a tree onto Ms. REMOVEDhome, we hired Bone Dry for emergency roof work including gutters. The company (1) refused to install the contracted gutters (discussed from the start), (2) issued an incorrect bill and failed to provide the original gutter quote, (3) repeatedly threatened a mechanics lien (including references to non-job property), and (4) engaged in abusive conduct toward the family advocate. A document appeared with Ms. REMOVEDname that she states she did not sign.Ohio law (plain English): Home Construction (R.C. 4722) truthful written contract; workmanlike performance; refund for undelivered work (gutters). Better Business Bureau Home-Solicitation (R.C. 1345.21.23) 3-day cancellation unless a proper handwritten, signed emergency waiver exists. Bone Dry Roofing Liens (R.C. REMOVED/ REMOVED) must be filed on the improved property within 60 days (12 family), and become void if no suit within 60 days after Notice to Commence Suit. Bone Dry Roofing Resolution requested:Finish with a different crew/manager (no future contact from the abusive rep).Install gutters within 10 business days or issue an itemized refund for the gutter line and a corrected invoice.Provide final lien waivers and written assurance of no lien on non-job property.Confirm internal investigation, re-education, and discipline.

  

  Business Response

  Date: 09/08/2025

  Our Ohio regional manager is in discussion with the customer's daughter. At this time the customer hasn't paid any money for work completed. We are also in discussion with customer's insurance to try to get repair work covered. Once more information is obtained we will update our response. 

• Initial Complaint

  Date:07/11/2025

  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.

  Bone Drive in REMOVEDKy installed new roof on Oct 13, 2014. Through the years we have experienced many leaks from the roof: Summer 2015, July 2014 (twice), August 2016, Spring 2023, October 2023 (twice). Roof is ugly and has been since day one. Raggedy looking. Bone Dry Roofing has been quick to respond to the leaks and have patched the problem areas. However, the leaks should have never happened to start with. My neighbors have no problems with their roofs. My experience with Bone Dry Roofing is not a normal experience.

  

  Business Response

  Date: 07/18/2025

  Please see the timeline of the repairs we and warranty that we have uphelp for the last 10 years.  The customers roof is now out of their workmanship warranty and any further repairs or replacement are subject to a charge. 

   

  10/14 roof installed
  11/14 gutter install
  5/15 Call back notched out gutter apron so shingles will lay down 
  7/16 removed shingles with several trim nails in them (Christmas lights??) no charge
  8/16 Nail pop caused a leak shingles replaced NO charge
  2/23 Leak above the front door ( ice Dam damaged the shingles) repaired NO charge
  2/25 Nail pop caused a leak,  Max sealed with White caulk to stop the leak. REMOVEDwent back and removed and replaced the shingles. 
  We had a REMOVED2014. We have done every repair for no charge since.

• Initial Complaint

  Date:06/28/2025

  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.

  We hired Bone Dry roofing to complete some roofing repairs for us. Because our roof is metal, we were directed to the commercial department. We met with REMOVEDwho stated the condition of the roof was fine, we just needed some maintenance done around roof penetration points. We agreed to complete the following repairs: resealing around box REMOVEDpenetrations for $550. On 6/2/2025, I received a text from REMOVEDsaying they were at the house to complete repairs. I had not been contacted previously to set up an appointment, they just showed up at the house.Upon completion of the work, we realized the work performed was not consistent with the quote. The workers used some type of sealant or caulk to "tuck point" our chimney, which was not something discussed, approved, or part of the contract. The quote indicated that a high-quality roofing sealant, color-matched to the existing roofing material for a uniform appearance would be applied, which was also not the case. The color was like a bright silverhighlighting the repairs. I tried contacting Bone Dry several times through several means to find a solution to these issues. I called Bone Drys main office & emailed REMOVED. Neither responded to emails. We were contacted by REMOVEDwho was somewhat apologetic, but offered no resolution and defended the workers' decision to do additional work to our chimney that was not approved or stipulated in the contract. We were hoping whatever they applied to our chimney could be removed and they could make the repairs needed to the box vents that continue to leak. Or, they could at least not make us pay for repairs that still need to be completed again due to the ineffectiveness and how its made our house look worse than before. We had contracted with professionals assuming that the repairs would be completed professionally, but these were anything but. The chimney looks terrible and our roof still leaks.

  

  Business Response

  Date: 07/01/2025

  We apologize for the lack of communication with our team. We have reached out to our management team directly to look into this concern and they will be contacting the customer. 

  Customer Answer

  Date: 07/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  At this point in time, there has been no follow through and we would love to come to some type of resolution. Communication with Bone Dry is inconsistent and unreliable. I received a text message yesterday offering to do a water-test and re-tuck point the areas that were sealed with caulk. When I responded to try and schedule when that would happen, I did not receive a response. I also don't know that a water test is necessary given it is very apparent where the water comes through. I've been told that because it is Bone Dry's "busy season", they are less responsive. I honestly just want to get this resolved. If Bone Dry is too busy to fix their mistakes, then I should at least get a refund. I feel like that is warranted knowing I would need to hire another company to make the necessary repairs at an additional cost. 

  
  

  

  Business Response

  Date: 07/11/2025

  Our management team have been working closely with customer and our Masonry Manager is going out to fix all concerns the customer stated.  

• Initial Complaint

  Date:05/28/2025

  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.

  Roof installed by REMOVED2022. East chimney soffit begins sagging detaching from home, G and W repair, conceal other visible damage.West side of chimney soffit begins to sag & detach, we hire a REMOVEDto repair. REMOVEDinforms that decking around REMOVEDis rotten. which means REMOVEDsaw this and chose to conceal. '24 REMOVEDrips up shingles repairs some decking at REMOVED. Informed by neighbor (from their view on a higher floor) repair looks bad, photos.REMOVEDcomes back, does the job again, admits the repair looks very bad & not sufficient.We have a fire in our attic, fire investigation (fire investigator for insurance company) when the roof was done shingles were being thrown directly into the attic space instead of appropriately discarded. '24- Attic fan overheated, shingle sitting on top of it caught fire. Heating was fan, source of flames was shingle.South side we notice black ring on drywall lower floor outlet, outlet hot to touch, Drywall ripped out to find vent stack with water on the exterior of PVC, wood rotten, black mold behind wall. We call emergency roof repair who photographed vent stack was never sealed and tarred, stack not installed REMOVEDmanager visits, they check attic vent stack seems loose even after being properly sealed.G and W sends a person to scope the stack, the stack is determined intact inside the wall. '25- REMOVEDcomes back to leak test north vent stack and around chimney, workers crack our ceiling down the middle while in the attic stepping drywall.They went back into the attic (raining hard at the time), noted leaking in multiple locations around the chimney where the roof meets the flashing and decking still rotted and left unrepaired after 8 visits. We hire a roof expert to inspect. After no word or response from G&W we began extensive repairs to our first floor. Roof expert report determines new roof is needed due to severely poor workmanship, and negligence, including repairs and original install not to code.

  

  Business Response

  Date: 05/29/2025

  Customer has sought legal representation. At this time thee is nothing we can do as we are not allowed to contact her.  

  

  Business Response

  Date: 05/29/2025

  Customer has sought legal representation. At this time thee is nothing we can do as we are not allowed to contact her.

  Customer Answer

  Date: 05/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  We attempted a resolution multiple times directly with G and W and they chose to ignore us and further disrupt our lives by not offering a solution to the continued loss of use of our first floor and defective roof. We were advised by legal counsel to obtain a roof expert report and submit a formal demand letter. G and W ignored this letter entirely, they have not attempted to contact our legal counsel in response. They simply ignore everything that has been sent as they are ignoring this current complaint. They are making zero effort to resolve or contact our representative to discuss a path forward.

   
  Regards,
  
  REMOVEDAnd REMOVED

  
  

  

  Business Response

  Date: 06/10/2025

  We are still unable to have any communication with customer as they have sought legal representation to resolve complaint.  All further communication will have to go through their representation.  

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair 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.

  Paid $1950 on 2/27/25 for the work scoped by Bone Dry Roofing. I had them out originally on 12/4/24 to inspect flipped up shingles on my home (a couple dozen at least). It took me 10 time contacting them to even get somewhat of a response from them/get on the schedule. They told me I had to replace my ridge caps on my roof also. They came on 2/27 to do the repairs but the only thing they did was install the ridge caps. Ive since contacted the scheduler 4 times since and have had a crew lead come out and say yep they didnt complete the job as they should have. Its been over a month since then and have no idea on when theyll actually fix the original issue I had. Just want my roof repaired.

  

  Business Response

  Date: 04/10/2025

  Our management team has been contacted and they are going to reach out to the customer to see how we can help resolve this for them. We will update once we have additional information.  

  Customer Answer

  Date: 04/10/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this response/resolution is satisfactory to me. 
  Was contacted today by the production manager and is sending a technician to do the repairs this afternoon. I appreciate the response.

   

  Regards,

  REMOVED

• Initial Complaint

  Date:03/01/2025

  Type:Sales and Advertising 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.

  2.5 years ago, Bone Dry Roofing of Sarasota installed a brand new roof that cost over $19,000 and had a 50-year warranty, so I thought!After Hurricane REMOVED, a few shingles fell off, so I called them to replace the shingles. However, on February 25, 2025, technician REMOVEDcame to do an estimate for the cost of the repairs. Well, I couldn't believe my ears because there were other people on my street who also had their roofs recently replaced, but by different companies and they never received a bill to replace their shingles that came off. So, I decided not to let anyone from Bone Dry Roofing on my roof since they can say or do whatever they like and charge me for it. I'm writing this review to warn everyone who is thinking or has ever had work done by Bone Dry Roofing, that you make sure everything you are told is in writing because REMOVED, the sales person who sold me the roof, flat out told me everything would be covered no matter how big or small the job was.I've attached a copy of my invoice receipt that was very vague and with no detailed explanation of what services were covered under my Platinum warranty.Also attached is a picture of my roof that bone dry installed 2.5 years ago. Honestly, if it looks this bad this early in the installation, I can't imagine my roof lasting 25 years, much less 50 years. Plus, I believe due to the poor workmanship of the roof replacement, rats were able to enter my attic causing health issues and damage to the interior of my home.

  

  Business Response

  Date: 03/04/2025

  Thank you for sharing your feedback. I truly regret to hear about your experience with Bone Dry Roofing, and I sincerely apologize for the frustration and inconvenience youve encountered. I understand your concerns and the severity of the issues raised in your reviews.
  As the manager, I take these matters very seriously. We are continuously working to improve our services, and we absolutely value customer feedback as an essential part of our growth. Your comments regarding both the quality of the work and communication failures are being reviewed closely, and we are already taking steps to address these areas of concern.
  I understand that you have requested not to be contacted again, and I respect your wishes. However, I would like to assure you that we are working diligently to resolve the issues that have been raised publicly and internally. Negative feedback is not something we take lightly, especially from valued homeowners like yourself. Were actively working to ensure that the experiences you and other customers have described dont happen again.
  Thank you for your feedback, and I am genuinely sorry for the difficulties youve faced. We hope to turn things around and regain your trust, but I understand your decision.
  

  Customer Answer

  Date: 03/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I thank the manager for his partially automated apology and his efforts to investigate the matter. However, this is far from being a closed matter. Moreover,  the manager never addressed reimbursement for what he admitted as being a problem within his company. I look forward to their findings of all the 1 star customers REMOVEDreview.
  
  Regards,
  
  REMOVED
  

  

  Business Response

  Date: 03/13/2025

  Our REMOVEDfor the local office is in contact with the customer to have himself and a REMOVEDinspector of the customer's choosing come our and inspect the roof.  Will follow up once this has been completed. 

• Initial Complaint

  Date:10/31/2024

  Type:Service or Repair 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.

  This company left a mess in my yard that had to be cleaned at my own expense.This company broke a post cover on my deck that was replaced at my own expense.This company drove two large trucks over my yard, my neighbor's yard, and the yards of two neighbors down, doing damage to the grass/soil and unknown damage to piping/lines underground.This company removed nails from roof tiles and did not replace the roof tiles - leaving holes in them.

  

  Business Response

  Date: 11/06/2024

  Please see the following notes from our General Manager of the REMOVEDlocation. 

   

  On the evening of Mr. REMOVEDinstallation, our Project REMOVEDcalled to inform me that he had made several attempts to conduct a final walk-through with the customer. Our REMOVEDnoticed Mr. REMOVEDarriving home and quickly followed him to notify him that the project was complete and ready for the final walk. Mr. REMOVEDhurried inside and shut the door, and despite REMOVED(our REMOVED) ringing the doorbell, he didn't answer. REMOVEDcalled him multiple times to arrange the final walk, but Mr. REMOVEDdid not return the calls. I told REMOVEDI understood he had made a sincere effort to complete the walk-through, and since it was getting late, he was free to leave. 
  
  Mr. REMOVEDlater claimed that he wasn't home when we attempted the walk-through and suggested that REMOVEDmust have seen his neighbor instead. However, REMOVEDdescription of Mr. REMOVEDand the vehicle he arrived in matched what REMOVEDand I had observed during the issue-resolution appointment, leading us to believe he was home but chose not to meet with our REMOVED. After REMOVEDleft the property, we quickly received a report from REMOVEDabout trash being left on-site and our sign being placed in the neighbor's yard. We assured him that someone would address the issue the following day, which was done promptly. When REMOVED(our former REMOVED) arrived to collect the sign and trash, he reported everything had already been taken care of. By this point, Mr. REMOVEDhad made his full payment, and we had addressed his concerns, so we moved on.
  
  A few weeks later, Mr. REMOVEDcalled our office to report that the work was incomplete and requested a certificate of completion after the issues were resolved. We arranged an appointment to assess the unfinished work, and REMOVEDjoined me. Upon arrival, I thanked Mr. REMOVEDfor meeting with us and apologized for any negative experience. We explained we were there to inspect the incomplete work and address any other concerns. Mr. REMOVEDpointed out the base wall flashing above his bay window and asked if it looked complete. REMOVEDand I confirmed it appeared to be properly installed, but Mr. REMOVEDbecame very upset and demanded we leave immediately. I tried to calm him down, explaining we werent there to argue but to identify and fix any issues. I invited him to look at before-and-after photos to clarify what was missing. We noticed a small piece of white J-channel above the flashing had not been replaced. I acknowledged the oversight and assured him we would replace it with a matching piece. He continued to argue about the base wall flashing, insisting it wasnt done to his satisfaction. I offered to change the color to black to make it less noticeable, which he accepted. 
  
  I also mentioned that I was aware of damage to a post on his back porch and asked if we could inspect it to provide compensation for his repair costs. He refused to allow us to inspect the damage but agreed to inform me of the cost so I could compensate him. We agreed to replace the J-channel, change the flashing color, and resolve any cost-related concerns. However, as soon as REMOVEDand I left, Mr. REMOVEDsent a string of hostile text messages to my work phone and updated his REMOVEDreview. 
  
  Throughout the interaction, I want to emphasize that neither REMOVEDnor I raised our voices or became confrontational. We made every effort to remain calm, listen to his concerns, and offer solutions.
  
  Two days after our meeting, our production team arrived to replace the flashing and J-channel. When the crew parked in Mr. REMOVEDdriveway, he immediately texted asking them to move their vehicles. Given the tight parking conditions at the property, REMOVEDmoved his vehicle down the street, and our subcontractor parked in the front yard. We documented this in Captivated, with photos available for reference. Its important to note that parking was limited, and any alternative would have likely blocked the neighbors vehicle. The crew completed the work and left promptly.
  
  When it came time to get the certificate of completion signed, Mr. REMOVEDexpressed his dissatisfaction and refused to meet with me. Our office manager, who had developed a rapport with him, insisted on going in my place. I waited nearby to ensure support if needed, but unfortunately, Mr. REMOVEDcontinued to be uncooperative with her. He raised concerns about nail holes in the shingles beneath the flashing, which were normal for any roof installation, but he refused further assistance. Despite multiple attempts by REMOVEDto address his concerns calmly and respectfully, Mr. REMOVEDbecame increasingly aggressive, eventually screaming at her. At this point, I advised REMOVEDto leave immediately, as I was concerned for her safety.
  
  I acknowledge that we made some mistakes:
  
  - Our cleanup was insufficient, and debris was left on the rear window REMOVED. These REMOVEDwere difficult to reach without climbing onto the fragile back deck, which contributed to the issue.
  - We removed the J-channel to install the base wall flashing but failed to replace it.
  - We didnt clearly explain that the customers selection of white edge metals would also apply to the base wall flashing. I've since instructed our sales team to verify such selections with customers and document them with photos.
  - We told the customer he didnt need to be present for the final walk-through, but we should have made it clear that this step is an essential part of our process to address any concerns before leaving the property.
  
  While we certainly made mistakes, Im proud of how we tried to address every issue and resolve the situation. I apologize for the length of this message, but I wanted to provide a detailed account of our side of the story. If you need any additional information, I can share all written correspondence we have with Mr. REMOVEDdo want to note that Mr. REMOVEDbehavior toward our staff was consistently verbally abusive. His unpredictable and aggressive actions made me genuinely concerned for the safety of our employees. Given the circumstances, I dont believe further attempts to resolve the situation will be productive.

  Customer Answer

  Date: 11/06/2024

  
  The company did not address the issue. They completely lied in their response. I mean 100% lies. 

  Literally nothing true about it.

  1. I made arrangements with the company that I would not be at home during the roof replacement. They agreed and said it would be no problem. I left home before the workers arrived and left home after the workers had finished and left the site. 

  2. The company never said anything to me about a final walk around. I had no idea that was a thing until the manager arrived three weeks later.

  3. The company did not clean the trash or remove their sign - I did that on my own.

  4. The company never offered to compensate for the damaged deck. 

  5. The company withheld my certificate of completion for over three weeks even after prompt payment was made for the work.

  6. The work over the bay window was done hastily and was not done correctly. It did not match/align with the aesthetic of the home or other neighboring homes, and was missing pieces. One or the two men who came out to evaluate the work admitted that it was not done correctly and did not look appropriate. 

  6. There were THREE empty parking spaces on the property. BOTH trucks parked and drove over my grass along with my neighbors' grass. They had plenty of appropriate parking options, but chose none of them.

  My interactions with EVERY bonedry employee has started friendly and welcoming. Every one of them. My attitude changed to be direct, but never aggressive, in each interaction because the employees were argumentative and condescending. Again, their characterization is a complete fabrication. 

  This company at minimum owes me compensation for my damaged deck (which they never agreed to pay), for cleanup costs of their trash, and damage to my yard and neighbors' yards for driving through them with large work trucks.

   

  Customer Answer

  Date: 11/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The company did not address the issue. They completely lied in their response. I mean 100% lies. 
  Literally nothing true about it.
  1. I made arrangements with the company that I would not be at home during the roof replacement. They agreed and said it would be no problem. I left home before the workers arrived and left home after the workers had finished and left the site. 
  2. The company never said anything to me about a final walk around. I had no idea that was a thing until the manager arrived three weeks later.
  3. The company did not clean the trash or remove their sign - I did that on my own.
  4. The company never offered to compensate for the damaged deck. 
  5. The company withheld my certificate of completion for over three weeks even after prompt payment was made for the work.
  6. The work over the bay window was done hastily and was not done correctly. It did not match/align with the aesthetic of the home or other neighboring homes, and was missing pieces. One or the two men who came out to evaluate the work admitted that it was not done correctly and did not look appropriate. 
  6. There were THREE empty parking spaces on the property. BOTH trucks parked and drove over my grass along with my neighbors' grass. They had plenty of appropriate parking options, but chose none of them.
  My interactions with EVERY bonedry employee has started friendly and welcoming. Every one of them. My attitude changed to be direct, but never aggressive, in each interaction because the employees were argumentative and condescending. Again, their characterization is a complete fabrication. 
  This company at minimum owes me compensation for my damaged deck (which they never agreed to pay), for cleanup costs of their trash, and damage to my yard and neighbors' yards for driving through them with large work trucks.
  

  Regards,
  
  REMOVED

  
  

  Customer Answer

  Date: 11/06/2024

  I spoke to someone from this company's corporate office on the evening of 11/6/2024. That individual apologized for the service received and made proper compensation for the damages done. I have accepted that phone response from the corporate office and this matter can now be closed. Thank you!

• Initial Complaint

  Date:03/24/2024

  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.

  GW Roofing installed new tapered roof system, wood, facia and soffit. The tapered roof is not tapered correctly, it holds water and leaks whole 72 frontage and runs out of new soffit. Its leaking under drip edge in different places, and still puddles on the roof. I have a warranty but it doesnt help if company doesnt acknowledge.

  

  Business Response

  Date: 04/01/2024

  I have spoken with the customer and forwarded her information to the Branch Manager.  She has provided video and photos for us to review.  We are still working to resolve complaint for customer.  

  Customer Answer

  Date: 04/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  REMOVED
  

  Customer Answer

  Date: 04/02/2024

  Response time is slow 

  

  Business Response

  Date: 04/04/2024

  My repair DM and I went to the customer's home on 4/3/24 at about 10 AM. We both went on the roof to inspect per the photos and videos she sent. We found a couple of areas of concern that need to be addressed. After discussing this with the customer, she then indicated that she had interior ceiling damage that was not brought to our attention before. We inspected those areas as well. Rather than performing another water test, it was agreed that the repair DM would come back to the house during the heavy rain storm that would be in the REMOVEDarea that afternoon. He did so, and after removing some ceiling tiles, found no evidence of water intrusion. He then outlined a course of action to remedy the concerns mentioned earlier. The customer agreed to schedule a time for us to come back and effect repairs. We also agreed to provide a written scope of work prior to starting them. Once the roof repairs are done, we will address the aluminum fascia installation to make it more attractive. We apologize for the inconvenience this has caused the customer and appreciate the opportunity to make things right.
  Thank you,
  
  
  
  REMOVED
  General Manager

  Customer Answer

  Date: 04/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  REMOVED
  

  Customer Answer

  Date: 05/06/2024

  The work promised to be done is not complete, and still waiting for repairs. We paid for a new roof, not a patched up job that still has problems, and will have problems in near future. 
  

  Buyer Beware. We had van full of non speaking workers with their own tools show up to put on roof, we were told before work started no sub contractors, only their  employees would work on roof.. not sure if that was the case. Finding out after roof was put on.. No certified roofers or General Contractors were at our house.. were not sure who designed the roof but they werent qualified to do so.

  Customer Answer

  Date: 05/06/2024

  The work promised to be done is not complete, and still waiting for repairs. We paid for a new roof, not a patched up job that still has problems, and will have problems in near future. 
  

  Buyer Beware. We had van full of non speaking workers with their own tools show up to put on roof, we were told before work started no sub contractors, only their  employees would work on roof.. not sure if that was the case. Finding out after roof was put on.. No certified roofers or General Contractors were at our house.. were not sure who designed the roof but they werent qualified to do so.

  Customer Answer

  Date: 05/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  The work promised to be done is not complete, and still waiting for repairs. We paid for a new roof, not a patched up job that still has problems, and will have problems in near future. 
  

  Buyer Beware. We had van full of non speaking workers with their own tools show up to put on roof, we were told before work started no sub contractors, only their  employees would work on roof.. not sure if that was the case. Finding out after roof was put on.. No certified roofers or General Contractors were at our house.. were not sure who designed the roof but they werent qualified to do so.

  
  
  Regards,
  
  REMOVED

  
  

  

  Business Response

  Date: 05/07/2024

  We were waiting on customer to give us her choice of metal.  She provided her selection this morning 5/7/24, we will be getting this project finished now that the selection has been made.