Complaints

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:08/22/2024

  Type:Delivery 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 had our roof replaced aug 2023 and have had a leak sense in our contract stating they would fix any problem like this for 25 years I have called text email many times only twice someone came out but the problem was not fixed we payed over ****** for this roof

  

  Business Response

  Date: 09/06/2024

  Yes, there must have been some communication difficulties. Because we are trying to get hold you as well. We emailed you And now we will call you as well, thank you.

• Initial Complaint

  Date:06/12/2023

  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.

  While watering plants I discovered that the plywood on the front hanging of the house has been damaged by nails hammered through it. There are 17 sections of the roofs plywood that are damaged. I would like to company to fix the damage or refund $3000 so I can hire a *********. I paid a total of $15,000 for a roof replacement on 13 April 2023.

  

  Business Response

  Date: 06/14/2023

  First of all, we wanna thank you for your business. And about this issue. The nails protruding over the soft area is Normal, we have to have the shingles Get nailed down all the way for the manufacturers warranty. We explain this in the estimate process. And we also put it on our contracts as well. So our customers will not be surprised. I will be sending a picture of the contract and you can see it. The box is marked. And I also circled it for you. We Will be able to help out by doing some painting for you and help you out With this issue. I will be reaching out to you shortly. Because again, this is the first time I've heard of this. I wish you would called us first because we always take care of our customers and come up With A solution. 

   

  Thanks again for your business 

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20177113
  
  I am rejecting this response because:
  Im not sure what the business means by they will be able to do some painting for me. I need them to be more specific about they are willing to do based on a proposal that I sent them via e-mail to their office. No one contacted me after the job was done to find out if I was satisfied with the work. I asked the team leader to get back with me about an estimate to clean my gutters. He never called me back; I called him three times and he said he didnt get a chance to speak with anyone yet that he would call back. He never did. The crew pulled out of driveway leaving numerous nails and staples which Im glad I saw; for sure they would have damaged my tires. I hired your company because you claim to help people in your advertising and on ******** when in reality this is not true in my case.
  Additionally your sales rep told me that you would fix the option of the roof that curls up on the edge of the roof. This didnt happen.

  Regretfully,
  
  *********************

  

  Business Response

  Date: 08/05/2023

  Hello,

  This concern is still on our schedule to be addressed. The fact is that the installation was completed per contract and manufacturer specifications. We understand that the customer is not a ********************** professional and is having a difficult time with the way the end product turned out. For that, we have decided to make an additional trip to address her concerns.

  Thank you,

  True Blue Roofing Management

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20177113
  
  I am rejecting this response because:
  
  The assistant manager came out to look at overhang and told me the company would fix the cracked wood because I was concerned with water damage. He asked me if he fixed the damage would I withdraw my complaint, I agreed, and he said they would come out in a couple of weeks. They didnt come and made no effort to contact me.

  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/13/2023

  Hello,

  We are a "Master Elite" contractor with GAF roofing company. In order to uphold our certification, we are required to follow the proper installation requirements that they set. Per GAF roofing company, we are allowed to use smaller nails on the ***** and overhangs on a roofing project. We used smaller 7/8" nails on this project. All nails are required to protrude through the decking surface. We are not responsible for incidental items, such as the nails being visible after the install. This is the case for the project attached to this complaint. This customer can have their soffits enclosed with a vented soffit and that will cover them up. Unfortunately, the soffit enclosure was not a part of the contracted work that we were hired to do.

  Regards,

  True Blue Roofing

  Customer Answer

  Date: 10/24/2023

  My complaint was never resolved. The assistant manager promised he would fix the damage to the soffits directly under the porch in return for me withdrawing my complaint. He didnt keep his word and I will not withdraw my complaint. 
  Te company got their $15,000 from me, it seems that thats all they cared about. No service after the sale with this company.

  

  Business Response

  Date: 11/14/2023

  Hello,

  We have already addressed this complaint. The nails are protruding due to the shingle manufacturers installation specifications. There is nothing that can be done about it. We do not want to lose our certification with them by going against the installation requirements that they have. Our contracts clearly list that nails will protrude and this customer has a copy of this agreement that was signed by her. We completed all necessary work that we said we would and that is why there will be no money discounted from the job. If the customer decides to hire someone to alter our roofing system, the warranty will be void. The only advice we can offer is for her to hire someone to enclose the roof soffits in order to hide the protruding nails.