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Business Profile

Roofing Contractors

Smart Roofing, LLC
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Initially contacted smart roofing June 8th, 2023 by filling out their free consultation contact form on their website. Didn't hear back from the company so I reached out to them via 2 different methods: email and voicemail on July 1st, 2023 in regards to the back patio flat roof retaining water and water damage on decking. Multiple interactions later, the roof repair was attempted on October 6th, 2023. Contract was signed prior to job which included this statement, "contractor agrees to warrant workmanship for 1 year from date of completion."

    On February 21, 2024, I contacted the company again with the same concern flat roof edges retaining water/ water decking damage. I was concerned the original problem was not fixed and the workmanship is still within the year warranty. I also requested a quote for rolled roofing since this is what should be installed on flat roofs, not shingles. I was told this fact after the repair attempt was completed in October and shingles were replaced on the flat roof.

    Have contacted company via multiple methods: call, text, email from February to June. ***** from smart roofing has visited about three times in the time period (February to May) to obtain measurements and work on an estimate. He also pointed out a leak further inward of the back patio. Multiple attempts made to contact company, and I have yet to receive an estimate, plan of action for repair, or denial of repair from company.

    Business Response

    Date: 07/22/2024

    ***** ****** from Smart Roofing went out originally and identified the problem with the roof. The roof had rotten decking that was sagging which resulted in the roof to pond water. ***** told the homeowner from day one that the best course of action would be to install modified bitumen, but it would be costly to do so, however the homeowner told ***** to replace with shingles. ***** said that we could fix the sagging decking and replace with shingles, just as it was. We gave them an extremely considerate price. We tore the shingles back, replaced the rotten decking and replaced with new shingles. 

    There is a design flaw in the roof. Water comes down the hip and runs under a section of the roof that has nothing to do with what we worked on. Smart Roofing has never ignored the homeowner; we have been out multiple times to try to find a solution & explain that this is not an issue with the work we did. It has to do with another section of the roof that has a design flaw that was not noticed. We fulfilled our contractual obligations. 

  • Initial Complaint

    Date:05/17/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 discovered in August of 2022 that our roof (which was about two years old) had been improperly installed...a stain appeared over our living room, even though there hadn't been any storms or any other reason for damage. We called the sales person who sold the roof to us, but he was out of town so they sent another one. He was very nice, but he said that sometimes roofs can leak when it rains really hard, and that they would take care of it. We could see that nails went all the way through the decking, and that the nail guns they'd used for installation had shattered the decking in a few places. There were several leaks apparent, and they assured us they would be fixed. I called again in October, again they promised. I called again in December, January and April with no help. Each time they assured us someone was coming to fix the problem. In January a man came and said he'd have it fixed in a week, although he opted not to get in the attic and see the problem. In February a very friendly gentleman who couldn't speak English said he was there to fix the roof, but he had no crew, no materials, and didn't know what the problem was. Everyone we've talked to has been very personable, but that doesn't fix the roof. Now I am concerned about mold, since the leak has been there since at least last summer. I would like them to completely fix it, make sure there is no mold, and paint our living room ceiling.

    Business Response

    Date: 06/07/2023

    Good morning. The roof was not improperly installed. Sometimes a leak can be caused by something as small as a nail pop or crack in flashing and some silicone and 3 minutes can resolve the issue. Nails are supposed to go through the decking. You have shiplap decking as opposed to CDX or OSB. If you hit the corner of the decking with a nail then the decking is going to split; we can not prevent this. Every house that has shiplap decking has small pieces of it missing; there is no way around it. That is not the cause of your leak. I am going to be out of town next week, and I would like to be there when we go over everything to determine why it is leaking. We will be out the week of June 19th to take any course of action necessary to remedy the situation with the exception of replacing decking that is cracked or missing small pieces. As I said, this is unavoidable and does not affect the integrity of the roof in any way. We will paint the living ceiling as well. 

    Customer Answer

    Date: 06/07/2023



    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.

    I see that they are out of town the week of June 19th, but we will also be out of town from about June 25th to about July 7th. I will be happy after that to meet and get the issue resolved.



    Sincerely,



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

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