Complaints

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

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  Roof Squad

  19407 Park Row Ste 130 Houston, TX 77084

  
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  Roof Squad

  24556 Kingsland Blvd Katy, TX 77494

  

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:05/02/2024

  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.

  Fuming, I wouldn’t wish the Roof Squad on my worst enemy! Despite being three times more expensive than the competition, we chose them, believing in their reputation for workmanship, quality, and integrity was intact. What a mistake! From start to finish, they were a complete disaster! They scheduled my roof replacement on a rainy day, removed the entire roof, and let it rain into my house. My attic was soaked, and the damage to our ceilings, walls, and floors was extensive! When we asked the supervisor and the quality control guy to assess the damage, they did nothing substantial, just took pictures and promised it would be fixed. We didn’t hear from the company for almost three weeks, and when they finally sent someone, all they did was send him with a paint bucket and a brush to paint over the damage Sheetrock. We redirected him because there was now a snitch in the home, knowing the damage water can do we wanted to make sure at this point is was not mold. And guess what, we found mold throughout the damaged areas, and were displaced for two weeks for mold remediation. But that’s not the worst part of our nightmare with Roof Squad! The company hired to fix the Sheetrock told us our roof was installed poorly. Frustrated and disgusted, we hired a third-party inspector who found numerous issues with our new roof: lumps, dents, spots we stepping on with our foot literally going through the shingle and sheathing, shingles coming up, incorrectly installed gutter spouts and flashing, sheathing with no nails at all—the list goes on. This is just a fraction of the nightmare we endured with Roof Squad. The level of incompetence and unprofessionalism is astonishing! My roof still is not completely finished problems are still arising.

  

  Business Response

  Date: 06/13/2024

  We are writing in response to the complaint filed against Roof Squad regarding the roof replacement project. We sincerely regret the inconvenience and frustration experienced by the customer and wish to provide clarity on the events and actions taken to address their concerns.
  
  Addressing the Concerns:
  1. Unforeseen Weather Conditions: During the scheduled roof replacement, an unexpected rainstorm occurred, leading to water intrusion into the customer’s home. This was an unfortunate and unforeseen event, and we fully understand the severity of the damage caused.
  2. Response and Remediation: Upon learning about the damage, we immediately took steps to address the situation. Initially, we sent an interior repair contractor to begin remediation, as interior work is not our primary expertise. To ensure the customer's comfort and trust in the process, we replaced this contractor with one of their choosing. We covered all associated costs, totaling $8,500, to ensure that the repairs were done to their satisfaction. Additionally, we offered to pay for hotel accommodations while the interior repairs were being completed, to minimize the inconvenience to the customer.
  3. Quality of Work: Following the roof installation, the customer hired a third-party inspector who identified several issues. We promptly addressed and rectified all the concerns highlighted in the inspection report. Our team worked diligently to ensure that the new roof met all quality standards.
  4. Communication and Accountability: Throughout the entire project, we maintained open lines of communication, responding promptly to the customer's calls and concerns. The majority of the roof replacement costs were covered by the insurance claim filed by the customer, and they were only responsible for paying their deductible. Additionally, we provided a $2,000 discount on the final bill as a gesture of goodwill, reducing the customer's out-of-pocket expenses to $3,000. This was to acknowledge the inconvenience experienced and to demonstrate our commitment to resolving the issues.
  
  Our Commitment: We are committed to ensuring that any future issues are addressed promptly and effectively. The new roof comes with a comprehensive warranty, and we stand by our work. Our team remains dedicated to providing ongoing support and ensuring complete customer satisfaction.
  While unforeseen events like unexpected weather can sometimes lead to complications, we believe in taking full responsibility and making things right. We appreciate the customer’s patience and understanding throughout this process.
  
  We hope this clarifies the steps we took to address the customer’s concerns and demonstrates our dedication to upholding high standards of service. The job was completed and a final walkthrough was done alongside the homeowner.
  Attached is the invoice of the 3rd party remediation company, which was of the clients choosing and we fully covered. Also is a picture report of the final work completed, which was also sent to the homeowners.
  
  Sincerely,
  Arnold *******
  Customer Experience Manager
  Roof Squad