ComplaintsforBone Dry Roofing

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  04/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  *************************
  

  Customer response

  04/02/2024

  Response time is slow 

  

  Business response

  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 ************* area 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,
  
  
  
  *****************
  General Manager

  Customer response

  04/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  *************************
  

• Initial Complaint

  02/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Im writing today to discuss a remedy that was offered to me as a result of a concrete chimney project completed on my home. To summarize, Bonedry Roofing Company demolished a concrete chimney. It is important to note that a concrete saw was required and I agreed to pay an additional $650 so it wouldnt be deducted from the workers pay as I was told. The project was completed 2/21/24 and the bill paid in full ($4,102.19). It is important to note that prior to the CO2 leak I had a leak fin my basement from the snow (pic attached). On the morning of 2/22/24, one of the carbon monoxide detectors began to ********** was called and the fire department dispatched. The fire department arrived and confirmed that the carbon monoxide levels in my home were indeed high. The fire department contacted ************************** ***** arrived and confirmed this and advised me to remain outside as the levels were elevated enough to cause the ************* worker to experience carbon monoxide poisoning symptoms. For safety precautions, Spire issued a Red Danger tag and thus turned the gas off. Both the fire department and Spire spoke with ************************* (a true professional the entire process) as they were concerned that debris from the chimney project possibly was trapped thus creating a blockage causing carbon monoxide to be released in my home from the boiler. **** apprised me that he would send someone out to inspect the work. *** arrived (also a true professional) and discovered there was indeed a blockage. Two buckets of debris were removed. I contacted **** to inquire how Bone Dry compensate customers when their lives are placed in literal danger due to inattention or a mishap during the completion of the project. **** stated that hed never experienced this and would forward my inquiry to *****. ***** contacted me, offered his apologies, a restaurant gift card, and 10% off the price of the project. When asked who I could speak with over him regarding this situation that couldve killed me and most certainly my dog, he stated that he didnt want to get into that. When asked if I could have something in writing, I was informed that I wouldnt receive anything in writing. I simply would receive a check in the mail. Although I think that $450 (I couldn't believe this was the offer) is a small price to pay for my life being in danger (at not fault of my own). I called, texted the owner and emailed the owner, chief of staff, and chief of information to inquire if what was offered to be was ******** only and final offer, I asked that the offer be in writing and notated in the check memo for my records indicating that ******* assumes responsibility for what occurred and thank God for what didnt. NO one responded to me at all.

  

  Business response

  02/27/2024

  After discussing situation with the customer we were able to come to an agreement of discounting her invoice $3000. We apologize for any miscommunication with the customer and lack of follow up.  

  Customer response

  02/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [I contacted Wess (sp) today regarding a fee that was incurred as a result of the work Bone Dry completed. **** informed me that Bone Dry would cover the cost of this service to my boiler. Invoice attached. As such the settlement should state a total of $3600. I've attached the invoice which detailed the work that was done]
  
  Regards,
  
  *****************************
  

  

  Business response

  02/28/2024

  The customer is correct this was our mistake.  We will be refunding $3606 in total, $3000 from the work completed and then $606 for the total of the repair that needed to be completed for the customer's boiler.  

  Customer response

  03/04/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  *****************************

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted Bone Dry Roofing for a complete new roof, 2 skylights, and a new gutter installation: September 18th: Materials for gutters and roof were delivered. Some flashing and other material was damaged. I took pictures and notified contractor. September 18th-19th: Installation of roof and skylights is completed September 22: First rain since installation. Water begins to drip out of ceiling lights in the kitchen. I take pictures and video. Contractor is notified that their is a hole in roof and sent video.Septmeber 25th: Attempt to contact contractor to set up a water test. (I receive no response)October 5th: *******, ** experiences another storm. Rain continues to damage drywall above kitchen sink and has now begun to flow down window casings over kitchen sink. Contractor is notified that with each rain more damage is occuring. (Contractor states he will get back to me to set up a water test)October 26th: Contractor never scheduled a water test and did not respond to prior message. I attempt to contact and voice concerns. October 26th: Contractor makes contact and says he is dealing with personal issues and would try to make it out soon.Novemeber 9th: A water test is conducted and leak identified. It was determined the skylight was not installed properly. Contractor and Supervisor states they will help with the drywall and fix the leak. They state they will contact me with a date/time when someone can make it out.November 20th: ************************ and was advised to file a complaint with Better Business Bureau. It has been 2 months since the leak has been identified to the contractor. Every rain causes more and more damage. I documented all damage in real time; as well as, I saved all correspondence with the company.

  

  Business response

  11/20/2023

  Hello, We have reached out to address the customer's  concerns and apologize for the delay. We plan to come by the homeowner's address between Noon and 1pm tomorrow (11/21/23). If homeowner would like to talk in advance, please call our office at ************ and ask to speak with the Branch Manager or Office Manager. Thank you.

  

  Business response

  11/21/2023

  Hello, We have reached out to address the customer's  concerns and apologize for the delay. We plan to come by the homeowner's address between Noon and 1pm tomorrow (11/21/23). If homeowner would like to talk in advance, please call our office at ************ and ask to speak with the Branch Manager or Office Manager. Thank you.

• Initial Complaint

  10/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We had roof replaced back in January -sales person ******* told us addition work needs to be done on roof (nailing )and code is covered by ins .When work is done ******* has not submitted any pic or completion of the work as promised after we went to the office and provided all info .5 months later his excuse file was too large and could not send .We reached out to manager Will every month and kept all paperwork will be send to us and ins .When Will came back to repair roof which was lifting already we asked again and he said he will follow up .We are now in October and they treating to our bill on our house lean .I also send letter and manager ********* called ,we called him twice 3 weeks ago and still no call back .totally unprofessional ,******* is lier and provide us with all info since he send us email last month that he read code wrong and it is not cover under ins .Again this is been going 8 months and we could never got correct info and they ready to put o lean .We have not been nothing but mistreated ,lied and ignored as custmer .We also paid $10,000 that we could not get recite at the spot and was told it will be email or mail and again 9 months later nothing ************* has horrible custmer service and fills of uneducated people to do job they do .We are not paying for something that we were told by ****** it is cover by ins and 9 months later told it is not ,that should be taken care of by ****** who does not know his job and lies to customers to get them into get more work done which is corruption company getting more money then should be by law and what is cover by ins

  

  Business response

  10/15/2023

  Hello, we have reached out to the customer and his insurance company to resolve this issue and are waiting for a response from the insurance company to get back to us. Often in insurance covered projects, the homeowner will need to assist in communications with their insurance company to allow Bone Dry to discuss the project. We do have photos of the installation of the project that were provided to the customer during installation however this has not been acknowledged. We will continue to work on a resolution with the customer. Thank you.

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In december 2020 I hired Bone Dry to replace the rubber roof on my 3 car detached garage(flat-ish roof), replace 2nd story gutters on my house, install gutters on my 1st floor breakfast nook. repair a hanging soffit and repair/replace a corner piece of aluminum siding which had disappeared (presumably from wind) and left exposed wooden frame. They were contracted to use ************************* shingles on the garage roof. No other shingling was mentioned in the contract I signed. They only used those on the front awning and ridge cap(probalby less than 25% of what was replaced) The rest of the garage they used much cheaper Liberty GAF rolled roofing. This was never mentioned to me by the rep *********************** nor was it on the contract. I now know that traditional shingles would not have worked on the flatter roof. This was never mentioned by the ********** were supposed to install 18ft wrap around gutter on the breakfast nook. They only installed a straight piece across the back about half that length. The charged me for work they did not do. The repair to the corner siding lasted less a month. I found the piece they installed in my driveway and fixed it myself. Has stood up to high wind since and was fine. They left a significant amount of old roof in garage gutter along with a bunch of nails, would have clogged had I not found & cleaned up myself. I received billing text and responded with my complaints. Typically, if a number is not monitored, it tells you. That didn't happen. No *************** never reached out until now (sept 2023) almost 3 years later. I received invoices in the mail, which were manipulated. I signed a few contracts and they combined 2 into one invoice. These invoices threatened turn over to collections. I am paying to protect my credit, but this is outright fraud. They charged for more expensive materials than used, work not completed & left a mess in my gutter which could have potentially caused damage.

  

  Business response

  09/18/2023

  Hello, we have contacted ********************* to apologize for the experience he had with us. The branch manager has assured ************** we will resolve his concerns with no repercussions to his credit. Our accounting department initiated a new process and a communication was sent to him by mistake. It is unfortunate that there were mistakes and assure ************** we are not taking next steps on his account. Thank you. 

  Customer response

  09/18/2023

  Bone dry has reached out, explained an accounting error and that i was not supposed to have been sent invoices. They said they shredded the checks without cashing which I consider a satisfactory resolution 

  Customer response

  09/19/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  *********************

• Initial Complaint

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/10/22 I hired Bone Dry Roofing to replace my roof and paid $18.784.02. (Invoice #S5536137). They completed the work on 11/22/22 and my husband and I thought everything was completed. However, we recently discovered that they did not finish flashing the wood in the back of our house although it's included in our contract. We contacted them about this issue and on 5/23/23 someone named ******************** came to inspect the work, yelled at my husband and said it was our fault and not the fault of the business.

  

  Business response

  05/26/2023

  Hello, we have reviewed your project to address your concerns. Our Branch Manager came to your property to assess your issues regarding the completed reroof project in November 2022 and your concerns regarding missing flashing. Upon our inspection, the Branch Manager shared with your husband it is not a flashing issue but a siding issue. The Branch Manager attempted to discuss and share photos of the issue with you, ***********************, and noted it is a siding issue not an issue with the roof replacement. The Branch Manager shared that we could repair for our minimum charge however you became upset, tossed a hot cup of coffee at him and would not allow him to show you the photos to explain. You were very upset and it became a situation that the Manager opted to leave. You called our office after he left and were very angry and continued to use profanity with our office staff and were asked to speak calmly and not curse, yet you continued so we politely thanked you for your call and disconnected. 
       Our Branch Manager called an hour or so later, the same day of the inspection to allow you time to calm down and he has called twice, once each day successively after the appointment to leave a message to let you know we are open to repairing your issue, if you are interested. 
       We know the maintenance of your home may be challenging and costly.  We did fulfill our responsibility of installing your new roof in November of 2022 and willing to provide assistance with the repair of the issue that we attempted to share and explain with you. If you are interested, please contact our office at ************.  Thank you.
  
  

  

  Business response

  05/30/2023

  Hello, we have reviewed your project to address your concerns. Our Branch Manager came to your property to assess your issues regarding the completed reroof project in November 2022 and your concerns regarding missing flashing. Upon our inspection, the Branch Manager shared with your husband it is not a flashing issue but a siding issue. The Branch Manager attempted to discuss and share photos of the issue with you, ***********************, and noted it is a siding issue not an issue with the roof replacement. The Branch Manager shared that we could repair for our minimum charge however you became upset, tossed a hot cup of coffee at him and would not allow him to show you the photos to explain. You were very upset and it became a situation that the Manager opted to leave. You called our office after he left and were very angry and continued to use profanity with our office staff and were asked to speak calmly and not curse, yet you continued so we politely thanked you for your call and disconnected.

  Our Branch Manager called an hour or so later, the same day of the inspection to allow you time to calm down and he has called twice, once each day successively after the appointment to leave a message to let you know we are open to repairing your issue, if you are interested.

  We know the maintenance of your home may be challenging and costly. We did fulfill our responsibility of installing your new roof in November of 2022 and willing to provide assistance with the repair of the issue that we attempted to share and explain with you. If you are interested, please contact our office at ************. Thank you.

• Initial Complaint

  12/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1) Bone Dry Lafayette committed insurance fraud. Requested additional funds from my insurer for the scope of work outlined by ******* & failed to perform work as outlined.2) Work took just shy of one year to complete & again not all work was done. (Trusses were specified by insurer but not installed).3) They have no record of the second payment I made in July 2022. I obtained a copy of the negotiated check deposited by them yet they continue to bill me as though that payment was never made.4) They have refused to speak with me about the bill. There have been multiple people involved in this throughout the year - *****, ******************** & a lady from scheduling. I have proof of ************** not responded to & calls promised in August not made until November.

  

  Business response

  12/31/2022

  Hello, we have reviewed your concerns and our Bone Dry representative has now spoken with you to explain each step of the process on your project. In our conversation with you we were able to walk you through **********, the photos of your project as well as the payments made along the way. We work with many insurance companies and are versed in the appropriate processes and are happy you now have a better understanding that we followed all the appropriate steps.  We apologize that the communications were not clearer throughout your project. We are pleased you have an understanding and are comfortable with your project's completion. Thank you.

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As per my original purchase agreement, if I was unsatisfied with any of the work performed, they would fix it immediately or I would pay nothing. On October 3, 2023, I informed the Operations Manager via text of my disapproval of the siding job as it was never completed fully and the siding had began to fall off. I was told that I would have to pay the full amount (not the originally agreed upon amount signed by me) before they would fix their mistakes. The Operations Manager came out to the site several weeks later informing me that his project team had in fact not completed the project in a satisfactory manner but that I would still have to pay before they would fix their mistakes. I have 106 pieces of evidence confirming their mistakes and company promises which had not been upheld. I never signed off on the siding projects completion and never received a proper walk through with the project ***************************. They also discarded several personal items without proper approval or consent from the homeowner to do so as well as cut electrical wiring and removed cables and phone lines paramount to my business. All of this was unauthorized. Police reports are being filed for those issues exclusively. This is faults advertising on their part and I feel that they owe me a proper installation of the siding before I pay them any amount of money.

  

  Business response

  11/25/2022

  We have completed our review of the details of your concerns regarding your projects.  We have documents that you signed that upon completion of each project, full payment was due. We first replaced your roof on 8/19/22 and you agreed to contact your bank to make your payment to us on Monday, August 22.  The next project was for siding scheduled for 9/8/22.  That payment would be expected at completion. You were sick and asked us to delay installing siding until Monday, 9/12/22, which we did. Due to rain, we were forced to come back on 9/13/22 and the siding and skirting was completed on 9/14.  Gutters were the next project with photos sent to you as we do for all projects on 9/15.  You made one mention of fixing one area under ****************** by the door which we addressed on a visit to take some drone video.  You stated you would drop off a certified check on 9/15 for the previously finished projects when in Lafayette and you did not.  We also had a check previously given to us earlier for the new roof that was not able to be processed at the bank.  You also gave us a 5-star ****** Review on 9/19/22 (attached review screenshot) for our work and  expressed you were pleased with our work when we came to do the walk-through with you and to capture drone video of the completed projects. You did not share any issues or displeasure at that time.  We also did not remove electrical, cable or phone lines or discard personal items from the property. You shared that you would bring us a check on 9/30/22 when we contacted you to receive payment and that did not happen. We shared on 10/17/22 that we would complete all repairs that you mentioned previously once we received full payment on all the projects we did for you, and you agreed via our documented text communications with you to make your payment. We visited you again on 10/29/22 and you did not provide us with payment for your completed projects. Our consistent communication has been that we will address your issues once we have received payment as you agreed, and we have more than been consistent in doing our part in completing your projects while not receiving any payment for the completed projects as we have signed agreements from you as well as documented communications that you would pay us. We would appreciate payment for our services performed and then we will address the issues you have raised in our documentation with you.  Thank you.

• Initial Complaint

  09/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 31 2022, Bone Dry invoiced us for completed roofing work at our home at ******************************************************************************. The repair was to detach the trim boards; remove and replace step flashing, underlayment, and shingles along the wall and seal repaired area and haul away debris. The cost was $2400. We also had repair work done to our chimney that totaled nearly $10,000 and they assured us that the work would fix the leaks that we had been experienced. We soon found out just a few months later (August) that this work was not worth what we paid as water began to come into our family room during a rain shower. Since then, we have attempted to get Bone Dry to address the problem that they failed to solve with the costly repairs. After nearly a month of us letting them know that we had a leak in our ceiling (that was continuing to damage our ceiling each time in rained), Bone Dry finally came out to tell us that they could not fix the problem and that to "make things right" they would enroll us in a periodic inspection of our roof. They also did some awful work around our window (since they now felt it was the source of the leak and) which involved just putting caulk everywhere including our nice siding. They also just ended up putting a bunch of caulk in areas where they thought there was a leak. So as a result of the $2,400, we end up with more damage than we started with and still have yet to have a solution. As of the first week of September, we have attempted to contact both the local office along with the *** of Bone Dry. We have indicated that we want a refund in order that we can get the repairs that Bone Dry indicates that we now need. We have yet to get any information or reply from Bone Dry and don't expect to get anything from them as they were neglectful in replying to us all throughout August. Anyone reading this complaint should also realize that they should avoid working with this company at all cost. Other details and pictures are attached.

  

  Business response

  09/19/2022

  Hello, our team has reviewed your concerns and attempted to call and left a message on Friday, 9/16/22.  We would like to discuss resolving your issues. Please call us at ************ and request to speak with our Repair Manager. Thank you.

  Customer response

  09/19/2022

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

  Neither my wife or I received a message on the date stated by the company. I attempted to contact the company today by phone but was told by the receptionist that she could not get in contact with the Repair Manager.

  Regards,
  
  ***************************

  
  

  

  Business response

  09/22/2022

  Hello, our Repair Manager did return your call after you called our office on the same day. He shared with you the water test results to determine your leak that it was noted in your report that the window may be the issue. In the course of the conversation with you, you shared you did not want to have anyone come out to your property or us to call you in an attempt to address your concerns. Without your cooperation and willingness to allow us to visit the property we are unable to help resolve your issues. We are willing to revisit in an effort to address your concerns. 

  Customer response

  09/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  This company can argue all they want that the word "window" was in the project scope but they assured us that the work they did would fix the problem. We have always maintained that we are not concerned with the price but that we wanted it done right. When they come to our house and tell us that they will enroll us in a program to get our roof checked for free to "make things right" they obviously know that they are in the wrong. The company has already indicated that they are not equipped to deal with repairs around a window. If they are not equipped to do so, why would I allow them to come back on my property to do that work. They also must have lied in their previous response when they indicated that they left a message. Neither my wife or I received a message on the 19th as they indicated. I don't want anyone that lies to me to come on my property and do any work on my house. It also seems like they are doing everything they can to just "check the box" in order to maintain their A+ rating. It is obvious they don't want to make anything right. Their initial response didn't even have an apology in it.

  
  Regards,
  
  ***************************

  
  

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would STONGLY recommend avoid using them! 3 years of bs. Save yourself and AVOID!:July 2019 July 2nd leak found in attic July 3rd set up apt July 12th came and fixed it July 17th Paid Invoice July 21st Leaking Again!!July 22nd came out to Fix All Siding from to roof to bottom roof removed, ice barrier and flashing added November 2019 November 22nd before going to Mom and dads for thanksgiving I noticed the lowest siding on the west 1st story side was loose. I went up to reattached as why just used to old holes for the nails and they popped right back out in the wind.November 2020 November 17th Wind pulled the siding off at the repair site at the peak of the 2nd story November 18th *************) dry bone employee texted: unable to repair roof. Passing to my manager as the **channel is missing and the shingle is damaged November 20th manger supposedly fixedJuly 2022 July 18th noticed that the same spot (attic before now office) had water damage on the new drywalled and painted walls.July 19th Called and waited on the line, no one answered and I hung up after 15 minutes July 20th called and scheduled someone to come look at it (****)July 26th called to confirm follow up apt to repair July 27th were supposed to show up (No Call No Show)July 28th text saying they will be out the 29th July 29th text saying they will be out that day (No Call No Show)August 3rd text saying finishing am job and heading over. *** completedAugust 4th I get up on the roof because the outside corner post was very obviously not straight. Many loose and broken pieces of horizontal siding and J channel. Sloppy caulking job and shingles crocked.August 9th Reaching out to ********************* Regional Manager via Linked-in August 11th Call from **** and gave 2 options: refund or fix it correctly. I opted for refund tired of messing with the company I will fix myself. He said checks go out Friday (12th)August 18 no refund. contacted ****: he verified that there was a delay and it was sen

  

  Business response

  09/01/2022

  We apologize for the delay and understand your frustration.  Our Regional Manager has reached out and updated you on the current status to resolve your project. Our apologies.

*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. ↩