Complaints

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

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• 

  Holden Roofing

  P.O.Box 955 Richmond, TX 77406-0955

• 

  Holden Roofing

  3872 State Highway 64 W Pmb 306 Tyler, TX 75704-6924

• 

  Holden Roofing, Inc.

  2775 Villa Creek STE 145 Dallas, TX 75234

• 

  Holden Roofing, Inc.

  1550 NE Loop 410 Ste 202 San Antonio, TX 78209-1626

• 

  Holden Roofing, Inc.

  223 W Anderson Ln Ste B300 Austin, TX 78752-1141

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:08/29/2024

  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.

  August of 2014 Holden roofing replaced our roof including adding ridge vents. This is a 30 year roof. On June 19 2024 we contracted for a roof repair (the work was completed that August). ** are approximately 10 years into the roof's life) and discovered 20 of the 21 ridge vents were turning to powder. ** contacted Holden roofing and they inspected the vents and told us that there were 20 vents per package and we must have received a defective package since 1 vent was in perfect condition. A week later we were told there was a delay in scheduling the repair due to the hurricane and we have followed up every week since then to determine when this repair would take place. Holden sent a second ********* who now is stating that this is Hail damage, but the shingles do not show any damage and the vents are not cracked and chipped , but are turning to powder and decaying In the order number the "9" might be a 7 or a 1 the hand writing is not clear on my copy

  Business Response

  Date: 09/11/2024

  Hello *****, my name is ****** and I am the ** over at Holden Roofing.  I have had a chance to speak with the representative that inspected your roof and review the photos.  Our Holden Roofing roof warranty on your home covers our workmanship on the roof while the materials are covered by ***** Corning separately and directly through them . Reviewing these pictures, we are of the opinion that some sort of impact caused the damage to the vents however, if you would like to file a warranty claim through the manufacturer, we are happy to help you. If you would like to initiate a claim through the manufacturer, we are happy to provide any support or documentation necessary to facilitate the claims processing, please reach out to us directly at ********************************* and we can get the claim started for you. 

  Thank You,

  ****** *****

• Initial Complaint

  Date:03/07/2024

  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.

  In an email on January 9, 2024, in an email thread to Hunter ****** from Holden Roofing. He advised of my balance due and that I make my final payment for invoice ******* through ACH/Wire. In the email was an attachment with the banking information. I paid through a wire transfer on January 11, 2024 through my USAA account since I knew that I had a depreciation amount of $6517.94 that was due to Holden Roofing.
  
  After speaking with Hunter ****** and Lionel ******* from Holden Roofing, I learned that the email *******@holdenroofing.com was hacked and the hackers were the ones who sent me the information below. I recalled the wire transfer on 1/30/24. USAA was unable to recall the amount and the recall request is now closed on 2/12/24 since the "funds are no longer available." I filed a police report through the San Antonio Police Department- Case Number ******** with no resolution at this time.
  
  Holden Roofing has not attempted to resolve the problem. They are simply finding me at fault and now expect me to pay another $6517.94. From a previous conversation, Hunter ****** declared that he usually receives notifications of any email sent to him. There were several emails going back and forth before I sent the wire transfer. He should have warned me that it was not he who sent the email. Holden Roofing is the hacker or working with the hackers, or someone from within the company sent me the email and is collecting the money. I do not trust this company and I believe that my information may have been exposed and my money is lost. They should realize that they are at fault, and they allowed something like this to happen. I would like for my account to get adjusted and have a zero remaining balance due to the turmoil they have put me through.

  Business Response

  Date: 03/18/2024

  Ms. ******, 

  I have reviewed your file and information with our accounting team, Hunter our sales representative, as well as our IT team.  It is unfortunate that you were scammed however the scam came from someone posing as Holden Roofing, not Holden Roofing.  A no time in your communications with our collections team were you instructed to ACH payment to our company and as a company, we only accept checks or credit card payments to avoid any possibility of homeowners inadvertently doing what you have done.  The insinuation that this was done within Holden Roofing or by a Holden Roofing employee intentionally is unfounded, without merit, and is just not true.  We have made countless efforts to reach you regarding the outstanding balance, but have had a pretty challenging time getting you to respond.  We are willing to work with you on final payment, and I have had Leonel in our collections department reach out to you with some options. I have also reached out to you personally by phone but did not receive a return call. Please feel free to contact our office directly at 281-344-9083 and ask for Travis ***** and we can discuss various options for the remaining balance.  I will be attending a roofing conference and will be returning Thursday evening, so if you do reach out, I will return your call on Friday.

  Best Regards,

  Travis *****

  Holden Roofing, INC.

• Initial Complaint

  Date:12/21/2023

  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 used Holden roof to do my roof in 2019, and last Thursday found out that they put plastic roof vents on my roof. I remember going through with Hold roofing's represent over the contract paper which had explictly listed 5 of "roof-vent -turtle type -metal". My bad is I didn't climb up my roof to check. so I called this company's ************** 1st ****** I talked with agreed to replace to metal ones. Later on during another phone call w/ their manager, he told me that he was looking at my contract paper (which explicitly printer "roof-vent -turtle type -metal"), saying they did nothing wrong and want me pay ~$2000 for the cost of replacing those plastic vent to metal ones. with their representative and manager behaving like that, I wonder how this company's integrity stands at.

  Business Response

  Date: 01/15/2024

  I have had an opportunity to review your file and discuss your issue with my Branch Manager.  Speaking with ******, I know that he spent close to 2 hours with you on the phone back on 12/20 and also made a site visit to discuss your issues as well on 12/22. On both the site visit and the phone call you carried an extremely aggressive demeanor, and as ****** ******* was attempting to address your issues step by step, you informed him that you wish he leave your property and would call the police, even going as far as throwing a Christmas Gift that he had left for you into the back of his truck.  Reviewing your contract (The attached paperwork is from your insurance company, not Holden Roofing), and your project as a whole, I would like to note that you were provided with a highly ungraded roofing system. Your shingles were upgraded to the ***** Corning Duration Series, your underlayment was upgraded to synthetic underlayment, and we even upgraded a solar vent. As far as the "Turtle Style" vents that were initially on your roof, Holden Roofing only installs PVC style turtle vents as in our opinion as roofers, they exhibit superior strength, a 1 piece molded design (metal turtle vents require the bases to be riveted in many cases and these rivets expand and contract causing leaks in many cases), and the use of PVC style turtle vents eliminate condensation.  ****** explained this to you, and presented you with a price of $1727 for replacing the existing 4 year old vents that are functioning perfectly, even advising you against making the replacement. In doing so you became irate, accusing him of making this decision because he was a "racist" against you and so on. With that being said, we will happily replace the existing turtle vents with metal style turtle vents for the $1727 quoted by ****** *******.  Thank you and feel free to reach out to me directly at ********************************* or at our corporate office at ************ should you wish to discuss further.

   

  Best Regards,

  ****** *****

  General Manager

  Holden Roofing, INC.,

   

  Customer Answer

  Date: 01/16/2024

  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.  
  
  1. The insurance paper were what we (insurance company, Holden roofing and myself) had agreed upon, and insurance company paid Holden roof based on that estimate. Holden roofing didn't follow it, means it made an insurance fraud.

  2. The reason ****** came to my house was because I told my story with Holden roofing on my neighbor hood web site, and he called me a hour or so after I posted. When he came he said he would change the roof vent to metal ones with warranty on condition of my removal my post about them and apologize to his company. Out of disgusting and angry, I didn't want to talk with him for nothing so I asked him to leave and ask him to take back $20 gift card he bought, which I never intended to accept. I just want my justice.
  
  Regards,
  
  
   

  
  

• Initial Complaint

  Date:12/01/2023

  Type:Order 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.

  10-3-2023, Holden roofing was contracted to repair the hail damage to my house as per the estimate from the insurance company, and to file and work any additional supplements needed for the repair.
  The Extras and additional Details: per contract.
  
  All work to be completed per scope of Ins and price. First Ins check and deductible due upon material delivery. All supplements go to Holden roofing.
  
  My complaint is Holden roofing is refusing to file the supplements, also they have not complete all the work. Not all of the material is delivered and the material for the supplements is not delivered because they are not filed nor is the work started.
  
  Holden Roofing has stopped work because I have not paid them the first check and the deductible. which is true I have not paid them because the material is not delivered
  some is still missing and we don't know what material is needed for the supplements because they are not filed.

  Business Response

  Date: 12/16/2023

  Mr. ****,

  Thank you for reaching out. I have reviewed this with our leadership team as understand that our regional manager Jarrod ****** along with Joseph ******** met with you and discussed details relating to your file back on December first. I will be following up with our supplement team on Monday in regards to your supplement and will have them reach out to you and update the status. Thank you and please feel free to reach out to me at [email protected] should you need anything further. Thank you…

• Initial Complaint

  Date:09/07/2023

  Type:Product 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.

  Signed a contract with Holden Roofing to complete insurance claim for hail damage which included roof, siding, chimney, antenna, etc. After signing a contract with Holden. They completed the roof, cracking a window and employee using land as restroom in variety of locations on our land. They then asked to be released for the siding, chimney and antenna since they noted they could not find a 3rd party vendor to complete the remaining amount of the insurance claim. We agreed to release them from the portions of the contract (siding, chimney, antenna) with those items being deducted from the cost of the contract. Over 6 months (06/22-2023) after completing the roof and us paying after the completion of that roof with insurance and deductible, we received two other invoices one noting a $3391.45 balance due and another corrected invoice noting a remaining balance of $1821.82 with a changed contracted amount of $42,231.80. When we contacted them about this we receive several justifications for the amounts noting they were supplements submitted to our insurance. We called our insurance and they explained the only supplements they had received from Holden Roofing was a non-itemized invoice for $3391.45 the day after (06/23-2023) we received an invoice for additional payment. Our insurance informed us they did not pay for the supplement invoice since it did not specify any additional work completed and noted to us any supplements not paid is not our responsibility to pay the roofing company once our deductible has been paid. We emailed, phone called, and explained this to Holden but continue to get calls and requests to pay the additional amount. After their deductions for work not completed- noted to be $10,103.59 when deducted from the contracted price of $40,199.83. Our first payment of $30,306.39 is actually an overpayment of $216.54, which we would like to be reimbursed and we do not feel any additional payment to Holden Roofing is justified without insurance approval.

  Business Response

  Date: 09/18/2023

  Good morning Mrs. *****,

  I have taken the time to review your file and the notes attached to it in an effort to resolve your complaint.  I took the liberty of attaching the supplement paperwork that was provided by State Farm indicating that the supplement amount was approved.  I know that since original complaint was filed, you have been in communication with Leonel from our Accounts Receivable department in regards to the balance due.  I have forwarded your contact on to Austin *******, our Austin regional manager and he will be reaching out directly as well to discuss with you.  I look forward to coming together and working out a resolution in the coming days. 

• Initial Complaint

  Date:01/24/2023

  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'm writing this on behalf of my 89 year old grandfather who had his roof redone by Holden Roofing. The sales rep Austin "Cap" ******* sold my grandparents a roof replacement last year, since then there has been a recurring leak that they came out to "fix" one time and it did not work so it is still leaking. My 89 year old grandfather took it upon himself to get up on the roof and try to fix the leak because Holden roofing would not come back out to fix it, while he was on the roof he had a heart attack and ended up in the hospital. After he was in the hospital I called Austin ******* to try to get a crew out there to address the reacquiring leak, Austin said he was out of town but wold have Dylan another sales rep meet me at the house on 1/20/23. Dylan met me at the house with a few other crew members that day and they stood around just saying it was leaking from the metal roof of the awning that is not damaged. They offered to replace the metal roof last year for over 17k, but there was no damage so it did not need to be replaced. The only place that it is leaking is at the eve were the roof meets the metal roof. A simple flashing job done the first time would have fixed this problem but they refuse to do so. So after already talking to me about getting this fixed they have now decided that they wont do anything till they talk to my grandfather who is not medical condition to get stressed out and have another heart attack because of the stress and heartache that Holden Roofing has caused him. This is just another sketchy roofing company that will screw over anyone even an elderly couple. The old roof did not leak there it is from shoty work, Holden roofing needs to fix the problem they created and not try to screw over elderly clients.

  Business Response

  Date: 02/07/2023

  Good Afternoon,

  We had the opportunity to meet with the homeowner, Mr. ******** Grandson Garret last week.  In the meeting with our management team, we looked at the roofing system and discussed his grandsons concerns.  When we originally contracted this roof with Mr. ******, the insurance company paid for the metal roofing system to be replaced and Mr. ****** made the decision that he did not want us to replace that section of roofing, although the insurance company paid for it due to damage, so we removed it from out contract. After our inspection, we once again found evidence that the metal roofing system that was not originally replaced was leaking and we gave the homeowner an option that would address the issue, and fix this issue correctly, and presented a price for the work to be done as it was on a section of roofing the homeowner opted not to complete.  We were informed that the homeowner went another direction with the repair work.  PLease let us know and reach out if there is anything further that we can do.

  Best Regards,

  Travis *****

  Holden Roofing, INC.

• Initial Complaint

  Date:10/09/2022

  Type:Customer Service 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.

  This company signed a contract for an agreed amount for a new roof. They promised to save us money and then after the work was done they came back with a much higher price over $4000.00. They are not upfront and honest about total cost. If they were upfront of total cost we would have searched other companies before agreeing to the final price they came back with after work was completed.

  Business Response

  Date: 10/18/2022

  Good Afternoon,

  My name is Travis ***** and I am the General Manager over at Holden Roofing.  I have had an opportunity to review your complaint as well as your file in regards to a roofing project we completed on your home. This project was in connection with an insurance claim through Travelers Insurance.  In many cases, such as yours, there are items left off of the initial insurance estimation that are either damaged or are necessary to complete repairs on a project, or are paid by your insurance carrier on a "paid when incurred" basis.  In these cases, we provided a supplemental estimate to your insurance company in an effort to have these items paid for. This was discussed with Sam Reyes at the time that the contract was signed and as you can see on the attached contract that you uploaded, the statement "All approved insurance supplements go to Holden Roofing, Inc." was initialed by Sam Reyes.  Our team reached out to you by phone unsuccessfully on 8/30, 9/7, 9/12, 9/14, 9/20, 9/22, 9/27, and 10/3 in an effort to discuss your balance due.  It appears that we received your payment in full on 10/3 and that a paid in full invoice was sent afterwards. Should you have any further questions please feel free to reach out to me by phone at our corporate office, 281-344-9083 or via email at [email protected] and I would be happy to help further and answer any further questions.