Complaints

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  8/19/21 we signed a contract invoice #** with Roof Doctors of New England to replace our roof. On 9/3/21 the work began and finished 9/4/21. We were told if there were any issue to just reach out as there is a 10yr warranty. 11/12/21 we reached out by phone, text and email to advised them of a roof leak we were experiencing that was causing minor damage inside our home. I was told by text that someone would be out to check it. On 11/30/21 was told again there would be someone coming to address the chimney they never showed but the issue didn't continue so I let it go. Until 12/13/23 when it not only became much worse but also started leaking from a different area. Again tried to call, text, email and this time even tried to reach them through ********* Not once has anyone tried to respond to our issue. Now we have damage in two places on the ceiling down an entire wall and our Chimney cover isn't even attached anymore. I want our roof repair and am trying to find out if I need to file a claim in court for damages to my home as this is going to cost money to repair the damage that has been done.

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We went with this roofing company for a new metal roof that was placed in September 2018 with our life time guarantee of its durability. The company highly recommended snow guards and placed those on both sides at an additional price. With this last snow storm it ripped off the snow guards putting a large hole in our roof. Multiple attempts have been made to contact the company with no response. The person who currently helped patched the roof hole showed us the screws used which weren’t even long enough to secure the rails into a studded area or our underlying shingle roof. The installation was not correct therefore causing now thousands of dollars of damage with the need to potentially do a a whole new roof only 5 years later. This is a breech of contract, poor workmanship, and lack of response to customer. I don’t know if I would trust them to fix the problem but they should compensate us for the work to be done by someone else.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In 2021 Roof Doctors of New England installed a new roof and new siding on my house. As part of that work they removed and then reinstalled the gutters on my house. During this process the gutters were damaged and several of them have had to be replaced. I tried to contact the owner of Roof Doctors several times to either replace them himself or to reimburse me for the cost of having them replaced but he has not responded to these attempts.

  Customer response

  05/02/2022

  Hi, Rachel,

  
  

  Thank you for taking my call the other day regarding claim #17057567. I am attaching the quote to replace two more sections of gutters that had been damaged by Roof Doctor of New England. I couldn't find a way to upload this to the BBB website so please let me know if there is a way that I should do that.

  
  

  Take care,

  ***** ** ****

• Initial Complaint

  03/16/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Roof Doctors of NE installed my metal roof a few years ago. I am now trying to get some additional services to fix small but important issues I am having with the roof. I notified Roof Doctors about a year ago and still have not been able to get them to come out and address the issues, I have no problems paying for the services here, these are not warranty issues. Issues are 1. Re-install a snow rail and install additional rails. One of the snow rails failed because of too much weight, Roof Doctors of NE stated they would come out and fix the issue a year ago and install additional rails, one of the last messages I received was they had the rails on their truck, but have not come by to install them, the rails on the truck are not helping me. 2. Broken vent pipe, I have a broken vent pipe that does not actually vent anything, every time we get a heavy snow load on the roof the vent pipe is pushed over, at some point the boot around the pipe will fail and I will have a major roof leak. 3. This is a new issue within the last few months and was only communicated recently, have what appears to be a small roof leak that needs to be investigated. Over the years I would rate this company with 5 stars out of 5, they have always been responsive to addressing my roof issues in the past (fixing old issues and installing a new roof). But over the last year I have not been able to get any service from them for these issues. Kasen and company have not responded to my recent calls asking for service. Since Roof Doctors of NE installed my roof I would like to get some service from this company for the issues above. The resolution of this complaint would be addressing the issues above sometime in the near future.

*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. ↩