When a roof job is not right

Updated October 2026.

How do I make a complaint?

Phone (910) 838-9505 and use the word complaint, or write to hello@fayettevilleroofco.com. Include the house address, when the estimate was given or the roof was worked on, what was promised and what went wrong. Photos help, especially of any leak or water stain. Is a crew at the house right now? Mention it, and it gets dealt with that day.

How fast will someone respond?

A person confirms receipt within one business day and names who owns it. A written reply follows inside ten business days, covering what we found, the fix and the date it will be finished.

Will anyone come back out?

Yes, for any workmanship issue. We look at the roof before we take a position. When the workmanship terms in the contract or the shingle maker's coverage apply, we arrange the fix. When neither applies, you get the reason on paper.

Whose job is the roof, legally?

An independent contractor does the roofing under the contract you signed with that company. Because we booked the job and picked the roofer, complaints about either one come to us. When the roofer's work is the issue, we take it up with them for you and keep at it until it is settled. The referral disclosure explains how the arrangement works.

What if my complaint is about an insurance claim?

Coverage decisions belong to your insurer. We document damage; we do not decide what is covered, and we never waive or absorb a deductible. If a claim was denied, remember that most residential roof contracts give you five business days to cancel after the denial. If the roofer mishandled the claim paperwork, tell us. If the insurer mishandled it, the state's insurance regulator takes those complaints.

What if you cannot fix it?

Going through us first is optional. The North Carolina Department of Justice Consumer Protection Division takes complaints at ncdoj.gov/file-a-complaint. For a job at $40,000 or more, the NC Licensing Board for General Contractors handles complaints about licensed contractors. Code questions on permitted work go to the inspections office that issued the permit; in the City of Fayetteville that is Development Services, Inspections, 910-433-1768. This policy does not shrink the rights your contract or North Carolina law already give you.

Do you keep a record?

Every complaint is logged along with each action and its date, and the log is kept for two years. We read it when deciding which roofers keep getting work. Repeated complaints about one roofer end our work with them.