ROOFNOW™ Complaint Resolution & Customer Care Process

Every homeowner deserves a clear, respectful, and structured process for addressing concerns during or after a roofing project. The ROOFNOW™ Complaint Resolution & Customer Care Process ensures that questions, issues, or misunderstandings are handled promptly and professionally.

1. Open Communication Policy

Homeowners may raise any concern at any time. All questions are treated seriously, documented, and directed to the appropriate support staff or supervisor.

2. Written Acknowledgment of Concerns

When a concern is submitted, it is formally acknowledged in writing with a summary of the issue and confirmation that it has entered the resolution process.

3. Dedicated Review by Project Supervisors

Every concern is reviewed by the project supervisor or inspection lead to determine its origin, impact, and the steps required to resolve it.

4. Investigation and On-Site Verification

If necessary, an on-site review is performed to verify details, inspect affected areas, collect photographs, and clarify the root cause of the issue.

5. Clear Explanation of Findings

Homeowners receive a clear explanation of what was found during the review, including any installation details, material concerns, weather impacts, or structural factors involved.

6. Documented Action Plan for Resolution

A written action plan is provided outlining the steps required to resolve the concern. This may include repairs, adjustments, inspections, additional documentation, or recommendations.

7. Timely Completion of Corrective Work

If corrective work is required, it is scheduled and completed as promptly as weather, safety, and material availability allow.

8. Homeowner Sign-Off After Resolution

Once the issue is resolved, the homeowner confirms satisfaction through a simple sign-off acknowledging completion of the agreed-upon actions.

9. Documentation for Long-Term Records

All communications, inspections, photos, and corrective actions are documented and stored for long-term reference to support warranties and future service needs.

10. Commitment to Respectful, Professional Conduct

Every interaction is handled with courtesy and professionalism. Homeowners are treated with respect, and no concern is dismissed or minimized at any stage.

The ROOFNOW™ Complaint Resolution & Customer Care Process ensures fairness, clarity, and professional accountability throughout the life of your roofing system.