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Business Profile

Roofing Contractors

The Roof Guys
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for The Roof Guys's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

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

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    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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    • Initial Complaint

      Date:03/21/2024

      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.
      The Roof Guys refused to honor warranty expiring May 26, 2025. (See attached copy.) Periodic leaks were repaired reluctantly after much delay until the latest leak on December 31, 2023. Jay ****** (owner) refused to honor warranty and sent another roofer (First Class Roofing Services) to repair at our expense, which was $1500. I notified Jay by text (281-932-8919) on Jan 4, 2024 @ 8:19 pm (and on Jan 6, 2024 by certified mail return receipt requested) that I would be seeking legal recourse if we could not reach agreement; I have had no response.

      Request reimbursement for recent out-of-pocket expense of $1500.

      Business Response

      Date: 03/24/2024

      March 22, 2024
      To BBB Houston
      Regarding  Complaint #******** by Wayne *******

      09/01/2015
      WAYNE and PEGGY *******
      ***** ***********
      HOUSTON, TX 77070

      Dear Better Business Bureau,
      The Roof Guys completed Mr. ******* roof September 1, 2015 almost 10 years ago.
      We did a complete Roof Replacement using new roof shingles with a 10-year Labor Warranty on those shingles along with the Factory Warranty on those shingles.
       We also replaced his flat roof and gave him a one-year warranty on that part of his roof in 2015.  The Roof Guys have vigorously completed all his requests since then and never charged him any money even though the warranty on flat roof has been over. 
      The repair Mr. ***** was asked to pay for himself was on the flat roof that had been out of warranty 8 years ago. Mr. ******, Owner of The Roof Guys, said he felt sorry for Mr. ***** in that he was an older man and that is why he had not charged him to fix his flat roof repairs even after warranty until this last repair.
      In the last several years, the Houston and surrounding areas have had tumultuous weather conditions such as hurricanes, hailstorms, and tornados.  These are all considered Acts of Nature that can damage any roof new or old. Yet, Mr. ****** has always made any repairs to Mr. Mc******* flat roof that has been out of warranty for several years even with all these storms.   
      Mr. ****** has had an A+ rating from the Better Business Bureau for over 20 years and has always made it top of his list to take good care of his customers.  He would appreciate someone from BBB to call him about this matter *** ********.

      Thank you,
      The Roof Guys

      Customer Answer

      Date: 04/05/2024

      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.  


      Under #10 in warranty, only shingles are mentioned specifically, and they are 30 years, not 10 years; it does not mention a 1-year warranty anywhere.   Item #10 states: 10-year labor/no leak warranty for roof only (no content damage warranty), which does not expire until 2025.  And we have made no claim for the many thousands of dollars we have spent over the years repairing interior damage from leaks, i.e., ceilings falling in from water damage, carpets, sheetrock damage, etc.  Age is not a factor in a contract; integrity is.   



      Regards,

      Wayne C *******



       


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