Complaints

This profile includes complaints for Doyle Roof Masters, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Doyle Roof Masters, Inc.

  2905 Broadway Blvd SE Albuquerque, NM 87102-5116

  
• 

  Doyle Roof Masters, Inc.

  PO Box 53025 Albuquerque, NM 87153-3025

  

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:03/22/2025

  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.

  On 12/16/2024, we hired Doyle Roof Masters to replace our old roof with a TPO roof. This was based on their yearly inspection of our roof on 11/26/2024. The job started on 1/6/2025 and Doyle Roof Masters came to do the final inspection on 2/12/2025. My sister was on the roof during this inspection and pointed out extensive damage to the stucco on all of the parapets on both levels of the roof. This was above and beyond what the contract indicates that “older stucco, gutters, skylights A/Cs, etc. may be damaged during removal. “ The stucco on our entire home was done only 8 years ago and we have had no damage to any part of our home prior to the roof replacement. We then had our original stucco contractor come out on 2/21/2025 to inspect the stucco damage. His assessment was as follows: “This stucco repair project on parapets was caused by roofers that damaged all stucco stops, cracked & knocked off stucco on parapets. “ Again my sister was on the roof and took over 90 pictures and videos of the damage. Doyle Roof Masters has offered only $1873.76 to repair the damage by their stucco contractor but not to reinforce the repair. In addition, Doyle Roof Masters stucco contractor gave us an estimate of $5139.58 to complete this job out of our own pocket. This is excessive. Our request to Doyle Roof Master is that they send us a check for $3559.58 based on the estimate from our stucco contractor. This will cover the repair of the damage caused by Doyle Roof Masters roofers. We would like this damage covered in full in order to prevent any further damage to our parapets before any harsh weather arrives.

  

  Business Response

  Date: 03/31/2025

  Please see the attached documentation. The stucco was put on after the original roof was done. When it is done that way the stucco contractor wraps the stucco over the existing wall flashings. When it comes time for the roof to be replaced, the old material has to be removed and the new material installed in its place. There is always a risk of the stucco cracking when trying to get the old sealants and material off since their job was to stick t o the wall. 

  We sent a letter prior to the work starting. It mentions the possibility that the stucco can crack. See Item #10 of the preparation list. Our team did take care  and it is unfortunate that the stucco was damaged in the course of the work. While we don't normally cover repairs if this happens, we did offer to pay in this case. The contractor we have referred for several years looked at the damaged areas and submitted a bid for repairs. He is licensed and does excellent work. Please see the emails we sent offering to cover the cost of the bid sent by ***** ************. That offer still stands. The owner is free to hire any contractor they choose. The amount offered can be applied to the the cost if they hire a more expensive contractor. We understand the necessity to get the repairs done and are ready to sent the amount offered asap. 

   

  Customer Answer

  Date: 04/08/2025

  Following is our rebuttal to complaint ******** along with 5 photos.  Thank you. The ********
  
  For the second time,  we are refusing the offer made by Doyle Roof Masters.  They have already acknowledged the damage done to our stucco by making an offer of  $1873.76.  However, this in no way will remedy the problem or cover the full cost.  We do not want just a repair job with a coat of spray paint to cover the repairs.  That is why we are again asking for the full amount of $3559.58 that will cover the job of repair and reinforcement to be done by our stucco contractor.  We can no longer rely on and are wary of using a contractor recommended by Doyle Roof Masters.  Out of 94 pictures and videos, we are attaching several pictures that show the damage and attempts to cover the damage.  This stucco issue is only one of several issues we have had to deal with during this project.  As senior citizens living on a fixed income, the time, inconvenience and stress this is causing is above and beyond the amount of reimbursement we are seeking.  However, we have the time and stamina to see this through.

  

  Business Response

  Date: 04/08/2025

  We seem to be at an impass. Doyle Roof Masters in not paying for an entire re-stucco job. Our documentation plainly states that some damage may occur during the removal and reinstallation process. As a courtesy and by way of apology only, we will send a cashier's check for the previously stated amount for a legitimate repairs to the areas that were damaged.

  Customer Answer

  Date: 04/14/2025

  Attached is the estimate provided from ***** ************.

  Complaint: ********
  I am rejecting this response because:
  Again, we are refusing Doyle Roof Masters' offer.  First of all we are not asking "for an entire re-stucco job" as this implies a re-stucco of our whole house.  The cost for a whole house re-stucco would be several thousand dollars more than what Doyle Roof Masters is offering and what we are asking.  In addition, their statement that "some damage may occur" does not in any way come close to the extensive damage that was done to the parapets surrounding the entire area on both levels of the roof.  We have documentation that shows this damage.  Our sister was on the roof all 3 times that the roof was inspected and can speak to what she saw and experienced and will provide a statement if needed.  She was with Doyle Roof Masters when they did their "final inspection" and pointed out the damage to the parapets to Doyle Roof Masters. She was also with our own stucco contractor when he came to give us an estimate and pointed out more damage. She took over 90 pictures and videos of this damage. And finally, she was on the roof with the stucco contractor that Doyle Roof Masters sent. Again, she pointed out the damage. We do not want or need an apology.  Nor will we accept a check for $1873.76 as this would indicate that we would be satisfied with their offer.  We are not satisfied.  The estimate of $1873.76 was given to Doyle Roof Masters by their contractor.  This same contractor gave us an estimate of $5139.58 which would come out of our own pocket. Why such a dramatic difference?  Both of these estimates showed that they would do a spray paint job to cover the repairs. This is not satisfactory.   A good compromise and a solution to the "impasse" that Doyle Roof Masters indicated would be a check for $3559.98 that would cover the estimate from our own contractor and would fully cover "legitimate repairs". 
  Regards,
  ***** * *******

  

  Business Response

  Date: 04/15/2025

  Third party hearsay from someone who wasn't the buyer or the contractor doesn't change the facts or the bottom line. The facts are that a contract was signed, subsequent information was sent before the job started that stated damage to the stucco can occur. Our team did their best to minimize the damage while still doing a proper installation. We know how much legitimate repairs should cost based on the bid from ***** ************. They are a contractor we know and trust.  Doyle Roof Masters in under no obligation to cover the repairs to your stucco. The offer of $1873.76 is good until April 21st. If it is not accepted by then, it will be rescinded. This has gone on long enough.

  Customer Answer

  Date: 04/17/2025

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Our sister/sister-in-law was acting on our behalf when she accompanied Doyle Roof Masters during their inspection.  Because we are in our 70s, we are no longer able to get on the roof safely.  She was able to be our eyes and ears when speaking with the president of Doyle Roof Masters.  Without her help, we may never have known about the damage to the parapets.  So to be clear, this is not "third party hearsay".
  
  The facts are:
  -- During the inspection conducted by Doyle Roof Masters president, on 2/12/2025, our sister saw and pointed out extensive damage to the stucco on the parapets around the entire roof on both levels.
  -- When pointing out these damages to him, she was either dismissed or ignored.
  -- As a result, we contacted a contractor WE know and trust. The roof was inspected on 2/21/2025 and he agreed with us that there was extensive damage done and gave us an estimate based on what he saw.
  -- On this same day, our sister documented this damage with over 90 pictures and videos.
  -- Following our contractor's inspection, we contacted Doyle Roof Masters by phone regarding the extensive damage. In fact, after this phone conversation with the president of Doyle Roof Masters on 3/10/2025, we immediately received an email that they would send their stucco contractor out to give us an estimate. Shortly thereafter, they sent out their own contractor. Again, our sister accompanied him during his inspection.  And once again, she was dismissed or ignored.
  
  "The bottom line" is this. We do not agree that the estimate from ***** ************ is what "legitimate repairs should cost" since we have seen three different estimates.  We firmly believe that the extensive damage done to the parapets would cost more to repair than the estimate of $1873.76 given to Doyle Roof Masters by ***** ************.  Below are the 3 estimates we have seen.  Again, we ask Doyle Roof Masters to do the right thing and send us a check for $3559.88.
  --$1873.76 sent to Doyle Roof Masters by ***** ************
  --$3559.88 from our contractor
  --$5139.58 sent to us for this same job from ***** ************
  
  So finally, how can you rescind an offer (with a deadline) that has been rejected 4 times?  Any further response from Doyle Roof Masters will, in no way, prevent us from pursuing other avenues available to us unless it is a check for $3559.88.  This may have "gone on long enough" for you but, as we have said before, we have the time and the stamina to see this through.
  
  
  
  
  
  Regards,
  
  
  
  ***** * *******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:10/17/2024

  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.

  I had all of my vent drops sealed by Doyle roof master earlier this summer. One of my vents was still experiencing rain leaking through the vent. I call Doyle to have this looked at and was scheduled for repair. I was called later to reschedule and a tech came out on Friday 10/11/2024. He said hello and let me know what we was there to do but did not let me know when he left or what he found. I have tried to make contact with the business several times this week. Today I called and was meet by a very unprofessional woman. She divulged personal information about the employee in question and then tried to use the employee’s personal trauma as an excuse for the business’s lack of professional responsibility. As a person who has experienced loss and whose employer has divulged personal information to strangers I frown on this behavior. I have been a good customer and expect that I am treated as such.

  

  Business Response

  Date: 10/18/2024

  We have apologized on the phone and by text. We are apologizing again publicly. The technician was out on bereavement leave and the department head was off due to school break. Personal information is relevant since people do the work. We rescheduled as soon as we were able. There is no way to make it right since the customer has refused further service. The bid was $340.00. All but one penetration was sealed. The customer has not been charged and will not be.
  
  Screenshots the text conversations to the customer have been copied and pasted below.
  
  Wednesday
  Hi ******, the tech that was out had a family emergency, so my apologies for the delay in communication. They do need to come back out for the coating around the skylight. We will be in the area tomorrow 12-2pm. Would it be ok if we stop by? Doyle Roof Masters (Paula)
  PK 1:09 PM
  No
  They were supposed to repair it the day I scheduled previously
  SO
  4:13 PM

  Customer Answer

  Date: 10/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  Regards,
  
  
  
  ****** **********

• Initial Complaint

  Date:07/31/2023

  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.

  On 12/16/2020, we hired Doyle Roofing to replace a portion of our roof over a sunroom that they advised was aging and needed full replacement. It had not previously leaked and we lived there since March 2017. After they replaced it, we had ongoing leaks in that roof every time it rained or snowed. They returned to "repair" it under warranty at least 7 times between May 2021 and February 2023 including twice to repair interior damage to the drywall. As we have young children and pets we asked twice about the risk of mold and they did not respond and just said the issues could be fixed. As the problems persisted, we finally paid out of pocket for an outside roofing inspection in March 2023 that revealed multiple issues including code problems with Doyle's works that was causing the ongoing leaks. A mold test also found multiple types of mold in the drywall of the ceiling where there had been ongoing leaks and we had to seal off that roof and undergo almost $10k worth of mold remediation and restoration in addition to completely redoing the roof with another contractor to code. Since then there have been no leaks. We have asked for a refund from Doyle for the work they did in addition to the significant cost for mold remediation and restoration and they have not responded.

  

  Business Response

  Date: 08/11/2023

  It is our understanding this is being worked out between our mutual legal representatives. We contacted our lawyer June 28th in response to a demand for payment letter we received. Our lawyer indicated that have made contact with the homeowners lawyer. We cannot act or comment further at this time. 

  Customer Answer

  Date: 08/14/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have not been contacted by a Doyle Roof Masters staff member. I have not been contacted by anyone claiming to legally represent them, either.

  I have reached out to attorney ********* *******. She was the sender of the initial demand letter from my wife and me to Doyle Roof Masters. ********* ******* also has not received any communication from anyone regarding this matter.

  Please note this statement from the initial demand letter:

  "Please contact Mr. and Mrs. S******** directly within fourteen (14) days of your receipt of this letter to resolve 
  this matter. If you employ legal counsel to assist you, your attorney is authorized, pursuant to Rule 16-402 
  of the New Mexico Rules of Professional Conduct, to contact Mr. and Mrs. S******** directly. Mr. and Mrs. 
  S******** will contact us as necessary. Please refer to the above-referenced file number in all of your 
  communications."

  Following the statement listed above, I would ask that any responses from Doyle Roof Masters or from their legal representative be sent directly to my wife and me, ******* ********* and ******* *********.

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

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Customer Answer

  Date: 09/13/2023

  There was a miscommunication/misunderstanding early in the process from when the initial demand letter was sent. Once that issue was discovered and addressed, my wife and I feel Doyle Roof Masters was honest and fair in their effort to address the demand letter and its contents. My wife and I feel we were accurately compensated. My wife and I consider this issue closed, and we thank all parties involved for their parts in bringing this to an agreeable conclusion.