Complaints

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 05/.29.2024, The Roof Doctor caused thousands of dollars of damage due to carelessness/negligence/failure to take reasonable precautionary measures to prevent unpredicted but preventable precipitation from entering our home & when it did rain, our roof was wide open and unprotected. The rain water flooded our under-reconstruction-home. As of 07.25.2024, this damage is still not remedied nor do we have anyone taking financial responsibility for the MANY fees. The damage and delay in response to the damage from The Roof Doctor and the delay in their insurance company's lack of financial responsibility and actions are preventing our home from being completed, preventing us from moving back to our home, causing us to incur thousands of dollars in fees out of pocket, and despite accepting blame, they are demanding we pay the ~$13,000 by July 29th for their re-roof services or theyll place a lien on our home even though they havent remedied the situation. We asked to pay them after our home was remedied and we were made whole by having the extraneous expenses caused by their carelessness/negligence reimbursed OR to have the amount forgiven due to the harm they've caused my family.

  

  Business response

  07/26/2024

  *******************,

  The $13,000+ owed to us for the roof replacement of your home was paid out to you by homeowners' insurance for fire damages and a completely different claim. Unfortunately, on the day of roofing there was no rain in the forecast, but we ended up with an unexpected microburst of rain which got inside your home. We got into action right away to dry out the home and repair any damages, we even brought our own contractor on site. At your request we turned everything over to our insurance company. We have remained professional and helpful as can be throughout this process. 

  Customer response

  08/05/2024

   
  Complaint: 22045970
  
  I am rejecting this response. We didn't tell you to file a claim. We provided you with a choice AFTER you ensured us & Kustom US that you knew what you how to properly mitigate the damage and asked us to give you a chance to make it right. 

  You and your business partners decided to bail on that plan after learning how expensive it was becoming and that it was more than you wanted to deal with. In your decision to do this, it misled my family & delayed the insurance claim. Additionally, and very importantly, your insurance has not paid us a dime. We've paid for everything out of pocket. 

  So, while you continue to make profits and go on vacations, or (at the bare minimum) go HOME each night, my family is STILL displaced and racking up tens of thousands of dollars in debt each and every month. 

   

   

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

  

  Business response

  08/08/2024

  On an email you sent to us on June 7th at 4:55pm, you stated if we did not respond in 24 hours that you would initiate a claim that weekend. 

  we decided if that is what you felt was best, we would put you in contact with our insurance representative. We have been nothing but corporative with our insurance company to see that this is handled as soon as possible.   

  You have also stated that Kustom US has lied to you about budget and expenses, creating "over $40,000 worth of unsustainable fee" The job of the insurance adjuster is to make sure no one gets taken advantage of.

  We are truly sorry so all the hardship you have endured but we stand by what we have said since the beginning, we just want to make this right for you and your family, and we have worked with insurance every step of the way.

  Customer response

  08/17/2024

   
  Complaint: 22045970
  
  I am rejecting your response because:

  You say you've been nothing but cooperative when in reality you have only been kind with your words, but your actions have not gotten us any closer to going home. Your company's mistake, then lack of action, and now your insurance company's lengthy "analysis of coverage" have continued to delay our move home further.

  Regarding finances, my family is carrying the entire financial, emotional, and logistical burden. We've not received any funds or guidance from you or your insurance company. Instead, you've asked us to give you a chance to fix the house, you've left our front door wide open  and unattended so that any person could walk in and enter our home, you delayed doing any significant action until 9 days after the incident and only after we ASKED you to either hire a knowledgeable mitigation company or file a claim. You and your business partners decided to file the claim instead of moving forward without insurance.

  Neither you or your insurance company has provided ANY financial relief for the extreme costs associated with the roofs water intrusion.

  We were waiting patiently, we've been anxious and fearful but always respectful, and we have complied with all requests from your insurance company's third party administrator, despite his attack on my character.

  In the same email you attached, we were desperate for you to DO SOMETHING. ANYTHING. As of the date and time of the email, our house had been sitting in water since May 29th at approximately 11:00am- or approximately 9 calendar days and 6 hours. Prior to the request for ******* to complete the inspection, and prior to the date and time of the email, your company had agreed to make this right without insurance. According to ****, she had been provided the invoice directly from the cabinet company so that she could buy them at cost. Many other plans were discussed and yet, nothing was in motion. 

  In fact, Kustom US provided **** with free water mapping of our home and your company (that you claimed was completely capable of handling this without insurance), had not removed ANY of the soaking wet drywall, left ALL of the thick, wet paper on the brand new hard floors which only insulated the moisture, and your company even removed the fans and dehumidifiers on Monday, June 3rd, without discussing this with my family or Kustom US. When we brought up our concern with this on June 4th due to standing water still being in the home, **** was surprised that the equipment had been removed and ***** (her *********) agreed that they should not have been removed. The equipment was put back into the home and our countertops/lower cabinets were removed without talking to us about it. No drywall was removed, no insulation, and no wet products were removed.  Kustom US ended up not getting progress credit for the counters  or cabinets that were removed which reduced the amount of their first draw of funds. Regarding the removal of the drying equipment,  **** was surprised it was still wet and ***** did not agree it should have been done. . 

  And, if trying to navigate all of this in my evenings, nights, and weekends isn't stressful enough, add in my husband's absence as he oreares for another deployment. Also add in our childrens' recreational lives and our adult responsibilities. And to top it off, we bleed money that no one is helping us with and you  sent the audacious notice of the intent to place a lien on our home. That was awful. Truly. You caused so much harm, regardless of if it was a mistake or not, and you think my concern or responsibilities are to pay you right now? 

  No, ****. My responsibility is to protect my family. And right now, that is to feed and clothe my family, to keep a roof over their head, and try not to lose my home or my job or my deceased son's belongings. 

  And, regarding the continual reminder of how it was a "mistake" - intent does not negate impact. Period. Your "mistake" and the delayed action has already cost my family $6500 in rent, ~$1500 in storage, ~$16,000 in mitigation, and that's not including any repairs. The lack of action is putting three amazing children , two sweet dogs, a wife/mother, and an active duty military service member in jeopardy of being homeless.

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

  

  Business response

  08/22/2024

  Dear Eden, 

  We are anxious to get this matter resolved for you and your family.  We have been in contact with our insurance agent frequently to assess what stage the process is in.  While we have asked that the matter be expedited, there is still policy and procedure that they must follow, as is standard for all insurance companies.  It is my understanding that they are close to finalizing all the information and will be able to start issuing payment for damages.  

  Initially, it was our hope to handle this in house.  However, upon receiving your email on June 7th with the $30,000 quote from ServPro and stating that you would not allow us to handle the water mitigation demo ourselves, outlining more of the costs involved, the warranty concerns with Kustom US as well allowing me only 24 hours to respond at the close of a work week, we made the decision to involve our insurance company with the hope that it would be quicker and more efficient for everyone.  

  In regard to the lien placed on your property for the amount owed for the roof paid for by your insurance company, we had attempted to reach out to you a couple times with no response.  When we contacted your insurance carrier, they informed us that you had already received the payment of $13,647.23 and that we would need to contact you directly.  After reaching out and receiving no communication from you, we decided to place the lien.  I have since released the intent to final the lien while this matter is being settled and you have been able to use those funds as some financial relief for you and your family.  

  My insurance company is working diligently to get this matter resolved. 

   

  Customer response

  08/30/2024

   
  Complaint: 22045970
  
  I am rejecting this response because:

  We also believed you wanted to handle the damage to our home in-house and so, when on the 10th day post-water intrusion rolled around and The Roof Doctor had already made additional mistakes, to include premature removal of the drying equipment, not having adequate drying equipment, leaving our front door ajar and unattended, overloading the electrical outlets causing the outlets to have burn marks, and most frighteningly, by the 10th day post-water-intrusion your company had still not mitigated the water and we had free-standing water, fully saturated insulation in the ceiling and walls. You were also provided an invoice for cabinets which you had not ordered as of the date of our June 7th email, even though it was disclosed to you that the waiting period would be 6-8 weeks and it was very important to get them ordered immediately. Based on the reality that wed asked for something in writing and still hadnt gotten anything, the urgency needed to remove the amount of water in our home, the scope of work necessary to get The Roof Doctors mistake remedied, and the impact to my familys entire livelihood, any reasonable person would agree that it would have been irresponsible of my family to continue to trust The Roof Doctors word.
  The insurance claim you requested June 8th that *** then initiated on June 10th, was indeed filed in response to our email from June 7th. The financial numbers and/or timelines we provided to you came directly from SERVPRO, Kustom US, The Roof Doctor, The City of Tumwater, The Department of Labor, Washington State Insurance Commissioner, and/or Farmers Insurance.  
  Yes, we did hire you with the intent that you would leave our home better than you found it, specifically, in regard to replacing our roof and our gutters.  Instead, my world and the world of my family was, and still is, completely upside down.  

  
  Ive spent many hours digging though statutes, regulations, and policies and there are many things that went wrong here. Again, the disrespectful message you and your company relayed  when you threatened my family with a lien while we are combatting the mess YOUR company made is disgraceful. You speak of financial relief but youve done nothing yet that has helped my family in any way. Were paying the bills. Were fixing the damage. Try putting yourself and your children in my family's shoes and you might also feel that The Roof Doctor's words have, so far, been empty.  

  I truly struggle with how you feel entitled to ask for payment after all the damage your company has caused and the hardships my family is STILL experiencing with no end in sight. 

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

• Initial Complaint

  10/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roof rebuilt by Roof Doctor. Estimator agreed & some repairs were made. Fix involved tearing up new flashing out from under the new shingles, & pulling up the shingle edge to attach new fascia & flashing. They had to nail through new shingles & many of those nails are exsposed. In several areas you can rock left to right foot the plywood and the nails through it. This is my biggest concern now. In nearly all cases these loose nails always work themselves out over time.RoofDoctor offers a 10 year workmanship warrenty, so I asked for an addtional 5 years. They refused.My second complaint is the final bill. Roof Doctor was my 3rd estimate and after the 1st bid was blank and the 2nd was detailed out I knew what I wanted detailed for the loan company I was still thinking I needed to use.My home had soft spots in many places, & in some spots you could feel the roof give way. While we could not estimate unseen damage we were sure of the perimeter being rotted. I wanted at least those 12 sheets plus 3 for 15 in the estimate. The fascia was rotted & fallen away in several places. At the front the fascia had been cut away in two places for an earlier terrace that rotted & was removed years ago. Of course the gutter has to hang from the fascia! So the fascia was supposed to in the bid from word one. In May while lumber market was high I got a quote for $4800. The market is back where it was nearly a year ago but the final quote that was supposed to cover everything to safeguard me was $9427. I had been charged again for an addtional 23 sheets (total job 24). I did not dispute the extra $1800 for fascia because I should have know better to see the estimate detailed out more fully.I asked that they drop the 2nd charge of plywood sheets $904. They refused any adjustment.

  

  Business response

  10/18/2022

  Our office has reached out many times via email as was your preferred way of communication and we have gotten no response. We have a signed proposal which states that this is an estimated cost, and the project may come to more as we cannot see the material under the shingles. You were notified as soon as they found out additional plywood was needed; you were even given an opportunity to make payment towards the final balance. 

  Customer response

  10/26/2022

  I reached out the day of job to Estimator, who told me he could not authorize any nogotiations, then called office who told me to call Estimator again, who then gave me ********************* contact info. Contacts after job: Estimator Sept. 16, 19th, 20th, 21st. Office Sept. 21st, 23rd. ****************** text Sept. 21, 23rd, and emails Sept. 23 and Oct. 6th.
  I give them credit for repairing botched fascia within the first week. That was my first shock inspecting their work. Material not wide enough so both sides where the gutters should attach had a 1" gap across the entire top lenght, both 30' runs. That team had also walked away with all my soffits hanging down loose as well, again I was shocked at what passes as good work. Again fixed by second team in first week, to get me weather and pest tight and at least ready for gutters this time.
  But I still have the bad roof job! Loose nails pulling through plywood that didn't align with wood strips they put down to provide for more ventilation up to new ridge venting I ordered. Bad enough but ripped out fascia and flashing without doubt caused damage to the new shingles, then re-installing new fascia and flashing under shingles and in places clearly nailing through the new shingles is just a nightmare. Exposed nails like that alone will start weathering right away in the wind and sun. I should get a roof I can call new and secure, but they would not budge on the workmanship warrenty. I had asked for 15 instead of 10 years. If you stand behind your work and the shingles have a warrenty of 25 years what is your worry? I got nothing but worries since the day of the job and realized I didn't get a new roof and I have to worry about my roof from day one. thank you sincerely, *******************
  

  
  

  

  Business response

  11/04/2022

  We have made several attempts to contact ****************** through email per his request.  We have not received any response to the attached email offering to work with him.  We have worked with ****************** from the beginning to ensure he could get a roof even when he did not qualify for financing.  We have no reason to be dodging him and reasonable request. His roof has been reviewed and is completed according to company and industry standards.
  ****************** was aware of our policies and warranty prior to his job starting.  All additional plywood necessary to complete it was communicated at the time of the job.  The job was completed and additional work done in a timely manner.
  He is free to contact us at ************************************* to work toward a resolution.

  Customer response

  11/08/2022

   
  Complaint: 18184650
  
  I am rejecting this response because: I was hoping to include a few short videos to show the loose nails and/or plywood. Creaking sounds like an old rocking chair on an old porch. Their response was the same as the first time. Same each time I talked with them. The money not nearly as important to me as the condition they left my roof in. I hope reviews of Roof Doctor keep good folks from having their savings taken from them. Companies hiring anybody off the street seems to be the norm of the day. Fine but don't set then loose unsupervised if not ready! I am just one more who got taken for a bad ride - double the cost quoted and very unsatisfactory work. 

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

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid a $6,300 deposit down 06/06/2022. The Tarp Dried and trashed our front and back yard in which we called to have them replace and clean, I ended up doing it myself the first week of 08/01/2022. **************** only answers call but never have any type of authority and never return calls nor follow up. The Manager **** told my wife we were not getting a refund because they already started services per the *******************, note we paid a $6,300 deposit on an estimate, no contact was made of complete charges. I called Mr. **** back following the conversation with my Wife to confirm our cancellation for the services, due to their business actions can't be trusted with a $6,300 deposit. The Manager ***** aggressively had the nerve to tell me "I was not getting S**T!"

  

  Business response

  08/30/2022

  Good morning, I apologize on behalf of ****. I have forward your information to the owners and someone will be in contact with you shortly. 

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 26, 2021, Roof Doctor replaced the roof on my barn. They charged me $13,392. It was an extremely straightforward project and took less than a day. About two months later, when it started raining, the roof immediately began leaking. Water ran down the interior of the ceiling and pooled and leaked in several places, ultimately ruining about 10 ***** of hay ($250), and four bags of grain for my horses ($120). I emailed and called numerous times, and eventually purchased a couple hundred dollars of tarp and plastic wrap and sealed the cupola on the top of the roof. It appears - although I am not a roofer - that when they completed the work they failed to s**** down the flashing or caulk around the bottom of the cupola, and rain was blowing in, collecting, and then flowing down the roof in multiple directions from the cupola.Roof Doctor told me they could not fix it until there were several days without rain, and they were in my neighborhood, which would likely be this summer. They refused to look at it to estimate what was needed for repairs unless I removed the tarp and plastic wrap, which I declined to do during the winter, as it would have began leaking again and required a few hundred more dollars (and another trip onto the roof) to put it back on. Their last contact with me was December 8, 2021, in an email offering to visit my house the next day. They did not.Not only did the leaking ruin hay and grain and require me to purchase repair materials, a large portion of the new wood got wet and remained wet for several months. I assume this will shorten the lifetime of the roof. I'm extremely disappointed that they have not made the simple repair. I plan to retain another company this summer to complete the repairs, which will further add to my costs.

  

  Business response

  09/01/2022

  We have made three attempts to reach ****************** by telephone at ************. I Left messages on 8-9-22 2:38pm, 8-10-22 10:28am, 8-17-22 8:18am 
  and sent this email out 8-17-22 11.53am
  
  Good **************  
  I am reaching out to you to see if we could schedule an appointment with ***********************; 
  please let me know 
  thank you  
  *******************;
  

  
  

• Initial Complaint

  06/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  in January 2022 I paid $300.00 deposit for $600.00 estimate regarding leak in roof. The estimate was to remove tiles in and several feet around affected area, evaluate and fix issue, then INSTALL LEAK BARRIER to insure no further leaks, replace tiles. I agreed, with the confirmation payment included leak barrier installation.A few weeks later a young man arrived and approximately 10 minutes later told me he was finished. I asked what he found and what was done. He confirmed he only removed a few tiles then put them back, no barrier was installed, no repairs were made. I asked him to have his boss contact me.Approximately a week later I received a call asking for remaining balance. I explained what had happened. I was told they would be back out to do the work. I did not hear from them again until receiving invoice in May 2022 for remaining balance. I emailed 5-13-22 again explaining what occurred and requesting refund of $300.00 deposit and clearing of balance, as work was never completed. I emailed again 6-13-22 stating 30 days had passed with no reply and I would be contacting BBB if they did not reply in 25 hours. I have received no reply.

  Customer response

  06/21/2022

  Hello,
  
  Yesterday I received a $300.00 refund check from Roof Doctor. There was no mention of balance, that it was closed or otherwise.
  
  
  Thank you,
  
  ******* Allen 
  

  
  

*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. ↩