Complaints

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

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  Bison Roofing

  150 Frontage Rd Ste 9 Alamo, TX 78516-1606

  
• 

  Bison Roofing

  1445 Austin Hwy San Antonio, TX 78217-1669

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:11/25/2024

  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.

  Bison roofing did work for us In May of 2022 at our business. Januray of this year, the roof started leaking and now has over a dozen leaks. There is damage to the interior of the building as a result. I have put in probably 20 phone calls to the company. They have promised to return my calls, as ****** is often in meetings. He has only called me back twice according to my extensive documentation. They sent someone to "look" at the roof Labor Day weekend of this year, months and months after first contact. No repairs were done at that time. They sent one guy out to patch the leaks in September with only one bucket of materials. That, of course, was not sufficient. They have claimed to file on the manufacturer warranty and still the roof is not fixed. Almost a year later, the roof is not fixed and we are out a lot of money. We paid the company approximately $56,000. That's a lot of money to still have a leaking roof. We have a warranty which is not being honored. All we are asking is for the roof to be fixed correctly at no extra charge to us.

  

  Business Response

  Date: 02/06/2025

  Re: ***************** Project

   

  This project involved a previous sales rep who recommended a repair instead of a new roof when a new roof was needed. Because he failed to submit proper photos of the existing damage (including damaged plywood decking under the roof substrate), Bison roofing performed a roof restoration system of the top layer without addressing the underlying issues. 

   

  11/28/2023

  I personally inspected to roof and found ponding water by the eave and I proposed installing a tapered system under the ** unit, which was causing ponding water due to the weight of the HV** unit on plywood decking. Deflection and ponding is a common issue where heavy equipment is sitting on a roof. This was not part of our original work and 

   

  2/2/24 Mr. ******* agreed on a discounted price to perform the work mentioned above and we received deposit. 

   

  4/17/24 Bison Roofing completes the work mentioned above. 

   

  7/26/24 Customer calls to inform us of a leak 

   

  8/31/24 **** stopped by to inspect the roof and take photos and assess the area. 

   

  9/23/24 Our technician, ********, is sent on site to address the leaks. We find that the old HV** unit has been replaced sometime between our repair on 4/17/24 and now. There seems to be damage on the eave (lifted membrane) by where the new HV** unit is located. See attached photos. Our technician applies some sealant and suggests a repair of the decking and membrane where damage is located (approximately 200 sf). 

   

  Although the root of the leak or damage to the roof is still in question, I am proposing that we replace the damage decking by the eave near the new HV** Unit to allow for proper positive water flow and to prevent leaking. I also recommend we apply new membrane in that section (approximately 200sf) and a fluid applied sealant. 

  We will be willing to do this at no cost to the customer to address the ongoing issue. 

   

  I have contacted Mrs. ******** to discuss this but have not been able to reach her. My last call was today at 10:33 am. 

   

  This is my only solution and what I believe is a fair proposal. 

   

  There also seems to be some small areas where the fluid applied restoration was performed. I have submitted the photos to the manufacturer and we can apply new sealant on those areas. However, the main area of concern is by the HV** unit. (see pictures attached)

  Customer Answer

  Date: 03/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   This project involved a previous sales *** who recommended a ***air instead of a new roof when a new roof was needed. Because he failed to submit proper photos of the existing damage (including damaged plywood decking under the roof substrate), Bison roofing performed a roof restoration system of the top layer without addressing the underlying issues. Why didn't they address the underlying issues?  Once they started to work on the roof and saw additional damage, they should have discussed with us immediately.  
  2/2/24 Mr. ******* agreed on a discounted price to perform the work mentioned above and we received deposit. 
  
  I have contacted Mrs. ******** to discuss this but have not been able to reach her. My last call was today at 10:33 am.  Also, not a true statement.  I had no missed calls or messages from the Company.  In addition, I have a long list of documentation of trying to reach them.  They gave you the abbreviated version.  ****** finally left a message on 2/1/25.  I called back on 2/10/25 (after discussing options with a lawyer).  I was told ****** was in a meeting and would call back.  I called again on 2/14/25 and left another message.  No return call.  I finally sent a message through their website on 2/24/25.  I immediately go a text message from ****** saying he was down with the flu and would call me back.  Nothing.  
  
  Although the root of the leak or damage to the roof is still in question, I am proposing that we ***lace the damage decking by the eave near the new HVAC Unit to allow for proper positive water flow and to prevent leaking. I also recommend we apply new membrane in that section (approximately 200sf) and a fluid applied sealant. 
  We will be willing to do this at no cost to the customer to address the ongoing issue.  In response to this solution, it sounds as if to be a temporary fix for only a small section of the roof.  There are over a dozen leaks, not just around the AC.  I have gotten an additional estimate from another company.  They told me the roof was not correctly done and quoted me another $60,000 to do it right.  The work that was done with Bison is under warranty.  I want it fixed right, not just patched.  
  

  
  

  
  

  

  Business Response

  Date: 07/15/2025

  We previously indicated we would go a step further and replace the roofing system under the ** system. We would like to schedule this with the customer to ensure they coordinate with their HV** technician because the HV** technician will have to temporarily remove the HV** unit while we perform the work. 

  Customer Answer

  Date: 07/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

   

  After, months and months of no response and lack of confidence in the company, we sucked up this crappy work and hired another roofing company to fix Bison's roofing shotty service.
  
  
  
  Regards,
  
  
   

  
  

• Initial Complaint

  Date:02/22/2024

  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 original start date for my project was on 10/25/23. A portion of the repairs were performed mid December 2023 on the main structure which had minimal damage. After that the owner (****** Montelongo) said they could not complete the repairs to the smaller house, because they could not find the correct tiles. This structure had the majority of the damage. He then sent a new invoice for the amount of $4,249.00. The original contracted amount for both houses was $4,999.00. The owner cursed at me and threatened me if I did not pay this amount. I spoke to other employees who tried to help find the correct tiles to complete the job. After several weeks they said they could not find the tiles and said I owe $4,249.00. I put a deposit down of $1666.00 on 10/4/2023.

  

  Business Response

  Date: 04/29/2024

  From: **** **** <*********************************************************> 
  Sent: Monday, April 29, 2024 12:42 PM
  To: ****** ***** <*****************************************************************>
  Subject: [External]Re: Your BBB membership status is in jeopardy...PLEASE RESPOND ASAP!
  
  Hello Mrs. ********************************* here from Bison Roofing. Please see attached statement and final invoice for submittal. Let me know if you have any other questions for us. Thank you.
  

  Customer Answer

  Date: 04/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Bison Roofing has not completed the work they bid. The portion of the work they did perform was incorrect and requires fixing. I have pictures and documents to back up my claims. 
  
  Regards,

   

  **** ******
  
  
   

  
  

• Initial Complaint

  Date:08/18/2022

  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.

  I own a 100 year old church. We have been saving up to remodel it. Due to small leaks primarily in the school side I decided to address the roof first. I contracted Bison roofing to reroof the church side, add a missing roof on the front canopy and marry the school roof with the church roof. This would give me just one company in the event of any issues. The cost was approximately $25,000. During the church resurfacing they stated there was several layers and removing it was an added fee. Then, that some wood was damaged. Due to budgets we chose to replace the rotten wood only and not the entire roof. Bison replaced approximately 30% of the roof with new plywood and resurfaced the entire roof with new shingles. During the scope of their work and when the building was cut open they never mentioned any structure concerns. They did not feel a need to request a structural engineer to ensure the roof was sound even when replacing rotten wood nor did they review with a third party that cutting into 100 year old tongue and grove and replacing it with plywood would not weaken the structure. They did not request a city inspection during the process and at completion. The permit was for resurfacing and did not reference modifying the structure with plywood. Bison Roofing finished the project late May and our roof collapsed in July. I have reached out to Mr. Luera and Mr. Montelongo and they have not provided me with their insurance information claiming in their professional assessment they did not cause the collapse. I’m not an expert and this is clearly not my area of expertise. I would like to file so a third party can determine cause of the collapse and remedy it. We currently have a roof collapse that can worsen and create a full building collapse. Due to damages the building sustained we were force to close our business and do not have the financial means to pay a third party to evaluate.

  

  Business Response

  Date: 08/29/2022

  We have addressed this with the homeowner on several occasions. The issues Ms. **** is experiencing are due to structural issues that clearly existed prior to our installation of the roofing membrane and some minor plywood repairs. Although we proposed that all plywood be replaced, Ms. **** only chose to replace a small portion to save money. 

  As we have explained to Ms. ***** we have never claimed to be structural engineers nor do we perform a structural assessment because we are NOT structural engineers. Hiring a structural engineer is always at the discretion of the building owner. 

  When we replaced plywood and the roof, we did not notice any visible structural issues. Those are things that a structural engineer would asses. Again, we are neither a structural engineer, nor do we charge for assessing the structural integrity of a building, especially a 100 year old roof. 

   

  The collapse of their roof structure occurred weeks or months after our work. Additionally, this occurred after some significant wind storms in the area the days prior to the collapse. We have recommended to Ms. **** that she file this under her insurance policy as this is clearly covered under a storm incident and that is precisely what coverage is for. Our policy does not cover pre-existing issues with a structure or structural damaged that is not our responsibility. Also, our policy is not open to claims as we have explained that the structural issues are NOT due to our work. A 100 year old structure should have had a structural assessment by an engineer by now. We have requested engineer reports from Ms. **** to no avail. We have also requested  the date of the claim and clarification if this occurred during a storm, but she has also refused to send that info. 

   

  I have been in the construction industry for over 20 years, and can confidently state that any construction expert will agree that the collapse of her structure is due to a pre-existing deficiency with her structure and NOT with a simple roof system replacement. As mentioned above, this occurred either during a storm or directly after the recent wind storms and it is highly advisable that she file the claim with her building insurance policy. 

   

  We have provided excellent service to thousands of homeowners throughout South Texas and always maintain a high level of quality and service. This claim is invalid as it does not fall under our responsibility and should NOT affect our rating or standing with the BBB or any entity for that matter. 

   

  Ms. **** was explained all this, but it seems she is attempting to save herself of the cost and responsibilities of owning a building. She has left several negative reviews making false claims that we are responsible of her building issues. Should this continue, we will have to seek legal counsel for libel. 

   

  Please do not hesitate to contact me if you have any further questions/concerns. 

   

  Sincerely,

   

  Genaro
  Bison Roofing And Construction Co.
  www.BisonRoofing.net