Ask anyone who has watched the Better Business Bureau's complaint data over the years and you'll hear the same thing: roofing contractors keep landing at or near the top of the list. Year after year, roofers draw more consumer complaints than most other home-service and contracting trades.
That doesn't mean every roofer is a bad actor. It means roofing has a specific set of risks, and homeowners who know them can avoid nearly every problem on that list. Here is why roofing draws so many complaints, what the BBB actually is, how to protect yourself, and why the BBB Torch Award for Ethics means so much in this industry.
Watch: John Beal on BBB complaints and the Torch Award
Transcript: I'm John Beal. Here's something most roofers won't tell you. Roofing is one of the biggest complaint categories at the Better Business Bureau, year after year. Storm chasers take deposits and disappear. Leaks, unreturned calls, warranties nobody honors. The BBB is where smart homeowners check a company's record before they hire. That's why winning the BBB Torch Award for Ethics meant so much to us. It's rare for a roofing company to earn it. For three generations, since 1947, we've answered the phone, honored our warranty, and done what we said we'd do. So check us out, then call me at 1-800-JOHN-BEAL.
Why roofing draws so many complaints
Big money, high stakes
A roof replacement is one of the largest checks most homeowners will ever write for their house, and much of the decision rests on trust: most people never climb up to see the work. When thousands of dollars change hands before the job is done, any delay or shortcut becomes a serious dispute.
Storm chasers
After hail or wind, out-of-town and fly-by-night contractors flood the damaged neighborhoods. They knock on doors, collect deposits or insurance checks, and some leave the work unfinished or done poorly. By the time the first leak shows up, the truck with the out-of-state plates is gone, and so is the phone number.
What homeowners actually report
- Roof leaks after installation
- Abandoned or delayed projects
- Unreturned phone calls
- Surprise price increases
- Refusal to honor warranties or issue refunds
What is the Better Business Bureau?
The Better Business Bureau is a nonprofit organization founded in 1912 to advance trust in the marketplace. Local BBBs across the United States and Canada publish free business profiles with letter-grade ratings, complaint histories, how complaints were answered, and whether the business is BBB Accredited. Accredited businesses commit to the BBB's Standards for Trust, including honest advertising and responding to customer complaints. For a homeowner, a BBB profile is one of the fastest ways to see how a roofer behaves when something goes wrong.
How to protect yourself before hiring a roofer
- Check the BBB profile. Read the complaint history, not just the grade. Look at how complaints were answered and resolved, and whether the company is accredited.
- Verify licensing and insurance. Never hire a roofer who can't show active general liability insurance, workers' compensation and any required local license. In Illinois and Kansas, look for the state license number.
- Avoid large upfront cash deposits. Be cautious of anyone demanding big payments before materials or labor arrive.
- Get a detailed written contract. The scope of work, materials, payment schedule and warranty terms should all be in writing before work starts.
- Don't sign in the driveway. A legitimate local roofer will give you time to compare and ask questions.
The BBB Torch Award for Ethics: why it's rare for a roofer
The Torch Award for Ethics is the BBB's recognition of businesses that show exceptional ethical practices toward their customers, employees, suppliers and community. Applicants are judged by independent panels on leadership, communication, marketplace practices and reputation, and only a handful of businesses are honored in a given year, across every industry.
Now put that next to the complaint data. Roofing is the trade that consistently sits near the top of BBB complaint lists, so a roofing company earning the BBB's ethics award is the exception, not the rule. John Beal Roofing is a recipient of the BBB Torch Award for Ethics. We display it on our trucks, our contracts and our website because it represents the way we have tried to do business for three generations.
What that looks like at John Beal Roofing
- Family-owned since 1947, now in our third generation, and named one of the Top 100 Roofing Companies by Roofing Contractor magazine.
- A real person answers 24/7, including nights and weekends when storms hit.
- Honest guidance: we recommend a repair when a repair is the right answer.
- A lifetime workmanship warranty on every install, in writing.
- Licensed and insured: IL license #104.011957 and KS license #KS14-004306, plus manufacturer certifications from Owens Corning, CertainTeed and IKO.
If you are vetting roofers right now, start with the checklist above, and feel free to use it on us. Call 1-800-JOHN-BEAL or schedule a free roof inspection.
Frequently asked questions
Why do roofers get so many BBB complaints?
Roof replacements are expensive, high-stakes projects with money changing hands up front, and storm-damaged areas attract out-of-town contractors who collect deposits or insurance checks and leave work unfinished or poorly done.
What are the most common complaints about roofing companies?
Leaks after installation, abandoned or delayed projects, unreturned phone calls, surprise price increases, and refusal to honor warranties or issue refunds.
What is the Better Business Bureau?
The Better Business Bureau (BBB) is a nonprofit organization that has worked since 1912 to advance marketplace trust. It publishes business profiles with ratings, complaint histories and accreditation status, and helps consumers and businesses resolve disputes.
What is the BBB Torch Award for Ethics?
The Torch Award for Ethics is the BBB's recognition of businesses that demonstrate exceptional ethical practices toward customers, employees, suppliers and their community. Companies are judged by independent panels, and only a small number are honored each year.
Has John Beal Roofing won the BBB Torch Award?
Yes. John Beal Roofing is a recipient of the BBB Torch Award for Ethics, a rare honor in an industry that ranks near the top of BBB complaint lists.
How do I check a roofer before hiring them?
Look up their BBB profile for complaint history and resolution, ask for proof of general liability and workers' compensation insurance and local licensing, avoid large upfront cash deposits, and get the scope, materials, payment schedule and warranty in a written contract.