Complaints
This profile includes complaints for Horch Roofing, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/10/2024
Type: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.
Horch Roofing arrived at my house to replace the roof. They stripped the old roof off just before a complete soaking by a thunderstorm. My beautiful beams of my timber framed home got unremovable water stains all over them. We complained and Horch reduced our bill, however issues continue. When it rains our roof leaks. Horch has been out to 'repair' 3(?) times but the problem still occurs. Just today it rained and again it leaked. Now I have sheetrock falling from the area and water stains/dripping down my chimney. I have an estimate of repair to the inside damage of $1700, however I need the leak to be fixed before any painting/repair can be done. Horch is slow in responding to our calls.
Business Response
Date: 03/15/2024
As soon as we received this complaint we reached out directly to the homeowner as we have when he contacted us in the past. We have endeavored to address every issue brought to our attention. Our General Manager, *************************, is working directly with the homeowners on a resolution. We will be performing a water test to rule out leak causes. As with any customer experiencing an issue we strive to be prompt and have open and thoughtful lines of communication. Thank you, Horch RoofingInitial Complaint
Date:01/05/2023
Type: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.
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Dear Horch,
Thank you for your response. However, it does not address our complaint, which is about your unsatisfactory installation of the roof.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
other significant problem is that the drip edge was installed higher than the previous so that we now have ponding at the edge. A supervisor who later came by to address our complaints says that the salesperson should have offered their tapered Poly ISO product which would have solved this issue. The previous roof did not have a drip edge higher than the roof surface and therefore no ponding. But had we been offered this tapered product as an improvement to help the flow of water, we surely would have agreed to their recommendation. The day after they finished the job, we noticed hundreds of blisters over the entire roof, at the seams and everywhere else. We contacted Horch and were told they would go away. But they havent, it has only gotten worse over the past thee months with additional bubbles and blistering. We have communicated these issues to Horch in repeated emails, by phone, and in person. Horch has simply ignored our concerns and so we're filing this complaint.Business Response
Date: 01/13/2023
Hi *****,
Thank you for reaching out and letting us know your concerns. I'm very sorry that you feel that we've missed the **** with our communication on this project. You should be hearing from our General Manager soon to go over your concerns.
Kind Regards,
Horch Roofing
Business Response
Date: 09/12/2023
Our general manager spoke with the homeowner at the time of the original complaint and resolved it to the homeowners satisfaction.
I spoke with ******************** today and he stated that he has not sent any additional complaints and that we have resolved his concerns to his satisfaction. Thank you.
Customer Answer
Date: 09/12/2023
[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
Date:11/03/2022
Type: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.
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
ot their responsibility because I didn't pay the bill. Note, I did pay the bill for the shingle roof and my expenses for the repairs were more than my bill for the rubber roof.Business Response
Date: 11/04/2022
Thank you, for reaching out *************
We take customer satisfaction seriously and we would like to apologize for the frustration you've been experiencing. We want you to know that we appreciate your feedback, as it will allow us to resolve any problems that occur and help us to improve our services.
Your concerns have been passed on to our Senior Production Coordinator and we will be in touch as soon as possible.
Thank you for your patience.Regards,
Horch Roofing
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