Complaints

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

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Smart Roof LLC has 9 locations, listed below.

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  Smart Roof LLC

  11091 Sunset Hills Rd Ste 600 Reston, VA 20190-5380

  
• 

  Smart Roof LLC

  959 US-46, Suite 403 Parsippany, NJ 07054

  
• 

  Smart Roof LLC

  801 Jones Franklin Rd Ste 290 Raleigh, NC 27606

  
• 

  Smart Roof LLC

  200 E. Pratt Street, Suite 4100 Baltimore, MD 21202

  
• 

  Smart Roof LLC

  1629 K St NW Ste 300 Washington, DC 20006-1631

  

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:06/02/2025

  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.

  Salesman stated he would be here to meet with the insurance adjuster and after contacting by text and phone call I finally got a call back stating we'll to be honest I forgot about the appointment. He stated you can handle it.

  Business Response

  Date: 06/06/2025

  Thank you for bringing this to our attention. We sincerely apologize for the missed appointment and any inconvenience it may have caused the homeowner.
  
  A member of our team has since contacted the customer directly and addressed the concern. Based on that conversation, the matter has been resolved and no further action has been requested.
  
  We appreciate the opportunity to address and resolve this concern.

• Initial Complaint

  Date:03/25/2025

  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.

  I signed a contract with SmartRoof to file an insurance claim, install a new roof and install solar panels in February of 2024. They did not complete the roof until the summer. They did not clean my attic after the installation and left dangerous debris in my attic and inside my house. They did not install the panels until December 2024. To this date, I have paid for the entire project and the panels are still not connected or functioning.

  Business Response

  Date: 04/28/2025

  We are sorry to hear about your experience and appreciate you bringing these concerns to our attention. At SmartRoof, we are committed to providing quality service and support to all of our customers. We take situations like this seriously and would like the opportunity to better understand your concerns. A SmartRoof team member will be contacting you directly to discuss this further and help find a resolution. 

  Business Response

  Date: 05/12/2025

  We appreciate the customers patience and understand the frustration with the current status of the system. While the installation has been completed, final activation remains pending due to external utility-related approvals, which are unfortunately beyond our control. We have advised the customer to contact the appropriate utility directly, as we are not authorized to access certain account-specific information.
  
  Throughout this process, we have remained in communication and have taken steps to support the customer, including accommodations in light of the inconvenience. We remain committed to ensuring the system becomes fully operational and will continue to advocate on the customers behalf until the matter is resolved.

• Initial Complaint

  Date:10/12/2024

  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.

  We bought our house for $1.2m with a new roof. After we signed paperwork with the seller, Smart Roof began work on the roof, we understood from the real estate agent, that Smart Roof helped the seller file a hail damage report with the insurance to change the roof. After 3 months of working on the roof, and from subcontractors to other subcontractors, and seven failed inspections with the county, the roof was complete and we closed on the house. In the process of changing the roof, smart roof sent us a separate contract for the gutters, because they ruined all the gutters, and that was never repaired either. The day we bought the house, our master bedroom started leaking (like a water fall from the ceiling), smart roof sent a company to repair the wall and paint it. (This was 4 months later). In another month, we started smelling musty smells in the bathroom, we called smart roof again and they sent another crew to tell us, they will look into it. Some time passes by and they want us to use the warranty from *** because they closed the claim!, when we follow through and asked them to go ahead and file the claim because we never even received the warranty from ***, they stop answering us. Our roof contains to leak, we cant figure out from where, but the paint on this house is bubbling all over the walls, we have a bathroom that we havent used in 2 years, and the story goes on and on. It wasnt until I received this letter from the company who fixed our paint in the room, asking us to pay because smart roof has not paid that I realized they are scamming people. I have everything from the contract for the roof, the fake contracts they wrote us for gutters, all their texts back and forth where they promised to fix the issues, and texts back and forth with this Golden Pledge warranty we never received. We would like to hear back asap to fix these issues, and get our warranty that were pretty sure doesnt exist. We just want the leaks to stop!!!

  Business Response

  Date: 11/08/2024

  Were sorry to hear that your experience wasnt as smooth as expected. This project involved several phasesroof installation, necessary repairs, a project closeout that both parties agreed to, and follow-up on a reported odor and leakand we approached each phase with care, doing everything within our scope to ensure quality and address any issues.
  
  While we believe weve fulfilled our commitments to the best of our ability, please know were still here for you. If any new issues arise dont hesitate to reach out. Your satisfaction remains important to us.

• Initial Complaint

  Date:08/14/2024

  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.

  Got a knock at the door! Sales agents, telling me they are working on another neighbors roof ! They will work with insurance company to get a brand new roof. Talk us into looking at Government incentive Solar roof where they will subsidize up to $41k in solar roof shingles! All lies. Nothing but bait and switch!! No incentive! Possibly a tax break if the gov. ********* Stuck it to us for $99,000! For a roof that cost $16,000 in materials. Offered 1 year interest free financing? Also a big lie!! You have to apply to their bank with 24% int rate!Stay clear of this scam! ************. If you see them knocking at your door? Close it in their face! Biggest crooks out there! Specially the owner and the sister! Boasting about family business. Family of scammers!!

  Business Response

  Date: 09/11/2024

  We take feedback seriously and appreciate the opportunity to address your concerns.
  
  We confirm that we had a contract with the members at the specified location, with a total contract amount of $87,584.21, not $99,000 as mentioned. Our sales team met with the members multiple times to discuss the project details, including the benefits of solar installation, such as potential savings on utility bills and possible tax incentives. We always recommend that consumers consult their tax professionals to determine eligibility for any tax benefits related to solar installations.
  
  SmartRoof does not offer in-house financing, and no specific financing terms were promised by us. The project was completed in early 2024, and billing was issued at that time. We remained engaged throughout the process and made efforts to support the member's needs.
  
  We are happy to discuss any further questions or concerns directly.

  Customer Answer

  Date: 09/16/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22142463
  
  I am rejecting this response because:
  
  
  Regards,
  
  **** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/11/2024

  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.

  SmartRoof project began in November 2022. Estimates provided for flat roof repair and full roof for family owned twin homes (**************************************). Flat roof repair was rescinded (even though that charge for flat roof may have remained factored in the total cost - I don't know) and the work began in May 2023. Due to personnel attrition at SmartRoof, our project was delayed and was not completed until May 2023, which resulted in the home owners insurance for *************** being terminated as the insurance company (********) said that the project was not completed on time. Additionally, SmartRoof did not complete the dormers as asbestos was found - leaving both new roofs subject to weather damage due to an incomplete project, thus compromising the whole restoration.Pending hiring a new roofer who will complete the flat roof (previously quoted in SmartRoof contract at $9,137.90) and the dormers for a new total of $12,506.40. This would be a total of $57,285.45 to repair two roofs. It is an exorbitant amount of money and I am just wondering if SmartRoof has an obligation to complete the dormers, or provide a refund for the incomplete work valued at $12,506.40.Please let me know what my options are, if there are any options, at this point.

  Business Response

  Date: 04/03/2024

  Upon receiving the complaint, we took immediate steps to thoroughly investigate this matter. According to our records and the data we have collected, the total charge billed to the customer accurately reflects the price of the product/service they availed, inclusive of any applicable taxes and fees. We understand the customer's concerns, and we regret any confusion or distress this situation may have caused. In the interest of transparency, we are more than willing to provide a detailed breakdown of the charges to help clarify this issue.

  
  We at Smart Roof strive to provide the best possible service to our customers, and we always strive to resolve any concerns they might have.

• Initial Complaint

  Date:02/10/2024

  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.

  Smart Roof ******************************* **************************************************** **** first knocked and set up an appointment to present us with how everything works etc. When he arrived, **** did a 20 min or so presentation. In addition to the solar panels, we were told by **** that we would need an upgrade to a 200 amp electrical panel and the company will take care of that, he explained that the company had to do it but do not tell them, **** telling us this at is a huge selling point! We were then shown that our ***************** will lowered by 42% on the **** website. After we were shown that we were sure to ask if this would be monthly and were told that it would be. So, we then looked at the calculator on our phone and saw that 42% would cost us at $258 = $108, at $324=$136 so with the solar costing us $103 monthly for 25 years we saw an instant discount to warrant getting the solar panels. **** also said that the panels would increase our home value by $30,000-$40,000 more. **** told us we would get an income tax credit of almost $12,000 that we would have to give to the loan company to stay at the rate of $103. We asked **** if we were ever to lose power, will the solar stay on and kick in so we never actually lose power and he replied yes, you will never lose power. After signing the contract, the email conversations began and we started finding out we were not getting a 200 amp service. We then spoke to ***** manager ***** who agreed to give us the 200-amp service at their cost minus 50% so we would split the difference on cost and would not have to pay labor. When the electrician showed up a few days later the first thing he said was what do you plan on adding that you need more electric? I responded that I wanted to add some additional outlets for lights and a TV. He said you will not need a 200 amp service for that and Peco will have to do a survey for about another month or so, and that we will ultimately be denied the service. Meanwhile, the solar panels were already delivered and on our drive way waiting to be installed. So, the electrician then talked me into installing a larger 100 amp service panel, which I paid $1,400 for, he said I would have space to add breakers for the exterior outlets that I wanted to add. The install was completed that day. We felt rushed and that we were not given an alternative and that they had to be completed with no other options. Shortly after **** came out to change out the new meter, we were told it could take up to two billing cycles before we see a discount. As the bills arrived, we did not receive the promised discounts of 42%. We then did some research to find out that **** would give a *** of 42% if 27 panels were installed, we had 15 panels and **** assured us that is all we needed to get 42% off of our bill.

  Business Response

  Date: 03/19/2024

  To whom it may concern, 
  

  We appreciate the opportunity to address the concerns raised. We have been in direct communication with the members to address their concerns and have worked together to resolve the situation. At this time, we have reached a solution that both parties are satisfied with.
  

  
  

  Business Response

  Date: 04/05/2024

  We were glad to straighten out the miscommunication and please understand we take this very seriously. We discussed Solar, went through SREC program where you receive and incentive for the energy your solar panels produce. Lastly, we have coached the representative through this situation as well. At this time both parties have come to a mutual agreement. 

  Customer Answer

  Date: 05/09/2024

  Hi, I have been in contact with Smart roof and we have been communicating for 8 weeks to get this resolution resolved but they have made nothing but empty promises so far to have our BBB request go away.  There has not been a single thing done yet for this request.  I was waiting to respond until they made good on what they have offered as a solution.

   

  Business Response

  Date: 06/11/2024

  We would like to inform you that an email has been sent to the homeowner with more details regarding the issue. We are pleased to report that the homeowner and SmartRoof have officially reached a satisfactory conclusion, and both parties are content with the resolution.

  Customer Answer

  Date: 08/05/2024

  [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:02/01/2024

  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.

  A sales representative of smart roof in drove up in 9/2021. He asked to go on my roof to inspect it and get it replaced. He saw there was hail damage from a recent storm. The area was later hit with a tornado. During sept to 1/2022 smart roof and their adjuster advocated to usaa. In 1/2022 A salesman came to my house and upsold the roof replacement and objected to a trim color I wanted. As the sale was done I offered to pay my 2/3 of the bill, and usaa was to release the final third upon completion. I was told not to pay it,by their salesman. Multiple project managers called and all either said the trim was not available or they wanted to change it to brown. I held out for the white. Covid lockdown hit. Occasionally, I would get a message while I continued to work in the *** I talked to their staff and when they were back up the next call was to be for my install date. No more new managers. Finally 9/2022 I sent multiple messages and voicemails about them returning the money and Id get another company. They finally answered and a date was set. They reviewed that the money from usaa would be the final payment and everything was a go. They installed the roof, after a delay. I then was told they submitted to usaa and they were denied since it wasnt filed timely. Then the roof was leaking where they replaced my fans instead of replacing mine. It was repaired, and then informed me, the other 2/3rds was on me that I dont have a warranty as it hasnt been paid. Months of calls and texts threatening and insulting me and refusing to address their delay caused the issue that they now want an extra $7k. They now have been submitted additional invoices to add $4K more and more legal threats. I have the text where they submitted to usaa but they now sent another threat of escalation, saying that they dont submit. The manager that was covering during the leaking roofs was the only reasonable person. 1/2022 with 10week start time. 7/2023 install. 18 months.

  Business Response

  Date: 03/13/2024

  To whom it may concern,

  ************** and SmartRoof met in January 2022 to sign the contract. At that time, ************** agreed to have SmartRoof install a new roof on his property. On February 26th, 2022, ************** made his deposit payment for the project and in turn his project was moved into production. Starting in April 2022, our ***************** made attempts to reach ************** to schedule a date for installation. ************** did not respond to the many messages for quite some time. SmartRoof continued attempting to contact ************** using several methods of communication until mid June 2023 when ************** finally advised SmartRoof that he was ready for installation. Installation was scheduled for the last week of June 2023 and the installation went well with no issues reported at that time. ************** signed our certificate of completion that week.  Following that stage, SmartRoof proceeded to submit all the necessary documentation to confirm the installation was completed. However, due to the lapse of time, it was rejected on the basis of being submitted after the deadline. SmartRoof made numerous attempts over the months from July 2023 thru February 2024 to work with ************** regarding the outstanding balance due. It was not until February 2024 that ************** agreed to remit the balance that was due to SmartRoof. We have since provided ************** with his warranty and marked his account paid in full.

• Initial Complaint

  Date:08/15/2023

  Type:Sales and Advertising 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.

  Deceptive sales practices from SmartRoof: The sales representative, *************************, provided me a quote for a solar roof system at $33,645, post state and federal incentives (quote attached). However upon further inquiry, the 3rd vendor (**** ******) that ****** claimed that would buyback the 15-year SREC credits at a lump sum $48,750, denied ever offered such buyback. Furthermore, the Federal incentive termed as "Solar Tax Max Extra Incentive," amounting to $59,341, is apparently a tax consultation service from a third party named ***** *** ****. The results of this service are not guaranteed by Smartroof. Had I signed the contract with SmartRoof, I will be paying $50-110K more than upfront than what ****** had led me to believe.

  Business Response

  Date: 08/28/2023

  We understand that solar is new to a lot of people and there is a significant amount of information relating to incentives and other solar incentive programs. Smart Roof is not an accountant and recommends individuals to speak to their accountants for any tax incentive advice. Smart Roof and any of their associates should never be spreading misinformation. If we find that there are any mis-advertised claims we will cease these immediately.

  Customer Answer

  Date: 08/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  I understand that Smart Roof is not an accountant, in addition, Smart Roof is not an SREC trader either.  But the quote from Smart Roof's sales representative ************************* (he said he's the head of solar sales at Smart Roof) provided written claims (attached in the original complaint) about two rebates that your company cannot offer, one from ********** and the other from ***********.  This is in direct contradiction to Smart Roof's stated policy of "Smart Roof and any of their associates should never be spreading misinformation".  I've provided written quotes from Smart Roof's representative.  Not sure what else the company would need to take actions to correct sales behaviors directly against their written policy.
  
  Regards,
  
  *****************
  

  Business Response

  Date: 09/19/2023

  To whom it may concern,

  SmartRoof sells solar roofing products and, in connection with that sales process, salespeople often provide information regarding incentives for the use of solar energy in the United States. SmartRoof salespeople provide this information with the proviso that SmartRoof does not provide accounting services, customers should consult with an accounting professional regarding their taxes, and SmartRoof cannot and does not guarantee the outcome of a customers participation in any incentives, including, without limitation, tax credits and solar renewable energy credits. In our continuous efforts to simplify the process and enhance customer convenience, SmartRoof provides resources and information regarding accounting and solar-related services rendered by third-party entities.
  
  SmartRoof is confident that its sales representative handled this situation consistent with SmartRoof’s policies and procedures.

  Customer Answer

  Date: 09/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: 

  1) There's an unequivocal boundary between 'providing information' and embedding a supposed incentive directly in the quote. The latter is nothing short of a deceptive sales tactic.
  2) **********.com, the vendor allegedly offering the incentives, categorically refutes any such incentive and asserted that Smartroof is not even an authorized party to make such claims.
  
  Regards,
  
  *****************

  Business Response

  Date: 10/02/2023

  To whom it may concern,

  Smartroof understands the concerns from the homeowner. Smartroof does not and will not offer tax advice to anyone. Everyone should speak with a tax professional and/or a SREC dealer when interested in going solar. We will continue to train our teams to act with integrity when providing information associated with solar and roofing installations. We thank the homeowner for his feedback on the matter.

   

• Initial Complaint

  Date:08/15/2023

  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 reported earlier regarding the leaking gutters following the roof replacement carried out by your company at my property. Despite the initial repair conducted by your company, I regret to inform you that the problem has persisted, and the gutters continue to leak significantly towards the surfaces of my property. The ongoing leakage is causing further damage to the property's exterior, and I am concerned about potential consequences if the matter remains unresolved. I understand that complications may arise in any construction project, but as a paying customer, I expect the work to be completed to a satisfactory standard. The recurrent issues with the gutters raise concerns about the quality of the roof replacement work and its potential long-term impact on my property. I once again request that you promptly arrange for a qualified representative from your company to reinspect the gutters thoroughly and identify the root cause of the leaks. It is essential to implement an effective solution that will rectify the problem permanently. The continued presence of leaks suggests that there may be underlying issues that need to be addressed. Please be advised that I am willing to cooperate and provide any necessary information or evidence that may assist in resolving this matter. However, I must emphasize that a lasting resolution is now of utmost importance to avoid any further damage. I expect a response from you within a reasonable time frame, confirming the arrangements for the reinspection and repair of the gutters. Please contact me via email to discuss the schedule and any other necessary details. I have never had any issues like it before. I believe they have thrown away the correct drip edge and now they are using the wrong type of drip edg. If you need help sourcing the correct drip edge you can reach out to the following co. **** ** addition the shingles may be cut too short as well. *************************/ Thank you for your attention to this pressing matter. I hope we can reach a satisfactory resolution promptly.

  Business Response

  Date: 09/03/2023

  We are currently collaborating with the homeowner to fulfill their request.

  Customer Answer

  Date: 09/05/2023

   

  The crew that came out on Friday, September 1st, was supposed to install new drip edges, but they did not do so. The project manager from Smart roof promised me that he would come to my house and 'Get the job done right.'"

   

   

   

  Customer Answer

  Date: 09/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Date Sent: 9/5/2023 4:38:19 PM
   
  The crew that came out on Friday, September 1st, was supposed to install new drip edges, but they did not do so. The project manager from Smart roof promised me that he would come to my house and 'Get the job done right.'"
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 09/15/2023

  You can clearly see the newly added wrapping on the gutter helmet, which I never requested, next to the fireplace. This was done by your gutter technicians, and Roof Smart is not willing to acknowledge these unnecessary mistakes. Due to this, we are unable to reach an agreement with smart roof. 
  
  
  Thank you for your time. 

  Customer Answer

  Date: 09/22/2023

  I hope this message finds you well. I would like to express my appreciation for your prompt response and your efforts in addressing my concerns regarding the damage to my gutter system caused by SmartRoof.As we have previously communicated, I provided detailed documentation, including photographs, illustrating the extent of the alterations to my gutter system. These visuals clearly demonstrate the damage sustained, which necessitates a solution that ensures the long-term integrity of my roofing and gutter system.After closely examining these images, I trust you will better understand my decision to decline your offer to reinstall the gutter system. In light of the provided evidence, I believe it is in the best interest of my property to pursue an alternative solution for repairing the damaged gutters. In the future, I intend to engage the services of the original gutter company, to repair and redo the damaged gutter system. I have complete confidence in their ability to provide high-quality work, as they have previously exceeded my expectations. I also want to clarify my position regarding the BBB review. While I appreciate the importance of customer feedback, I believe in providing honest and unbiased reviews that reflect my actual experiences. Therefore, I cannot agree to the condition of removing my review in exchange for the resolution offer.I understand the potential challenges related to the specific area near the chimney, and I will explore alternative options to address any water overshooting issues during heavy rainfall. I want to thank you for your understanding and willingness to work towards a resolution. However, given the circumstances and the previously provided visual evidence, I believe it is best for both parties to pursue separate paths in addressing this matter. I appreciate your company's efforts in handling my roofing and gutter needs up to this point, and I wish SmartRoof success in your future endeavors. Thank you for your understanding.
  
  Sincerely,
  ***** ****** 

  Business Response

  Date: 09/29/2023

  To whom it may concern, 

  We have successfully addressed the initial issue mentioned in the warranty claim. However, the member raised a separate matter unrelated to the warranty claim. In response to the member's concerns, we proposed a solution to their pre-SmartRoof condition. Regrettably, the members declined this proposed resolution. 
  Both parties involved have come to a mutual agreement and this claim is now closed. 

• Initial Complaint

  Date:07/21/2023

  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.

  Smartroof helped me file a claim with my insurance company to fix hail damage to my home. When the project designer came to help me choose the work to be completed, I was very clear to him that all the work scoped out in the insurance estimate would need to be completed and that anything upgrades or deviations MUST be clearly explained to me. He told me and my father that aside from the gutters, which we agreed upon to be out of scope, all other work in the insurance claim would be done. Additionally, he told us that all materials (aside from the upgrades which were agreed upon) would be the equivalent materials which are currently available on the market. This was not the case as i found out that Smartroof was not going to use a metal cricket around my chimneys and was forced to agreed to a change order in order to keep the materials the same as expected by my HOA. Once the work was "completed" and the construction teams left (which was now over a month ago), I noticed that the work was not actually complete. The metal trim around the windows (which was included in the insurance estimate) has not been replaced. Additionally, there is caulking missing in a corner of my home between the siding and brick work. Finally, there is a section of my roof where the shingles are not laying flat. I would like smartroof to have the appropriate teams to come back on site to finish the job and fix the issues.

  Business Response

  Date: 08/15/2023

  To whom it may concern,

  We take customer satisfaction seriously, and I'm pleased to inform you that the job in question has been successfully completed. If you have any further questions or concerns, or if there are any additional details you'd like to discuss about the completed job, please do not hesitate to reach out to us. We're here to assist you and ensure that you are completely satisfied with the outcome.