How we handle complaints
A roofing job booked through us went wrong: here is the sequence, the people, the deadlines, and your options beyond us.
Dated September 2026.
What we commit to, in order
| Step | Who | By when |
|---|---|---|
| Tell us. Phone (256) 583-9659 and request a complaint callback, or write to hello@huntsvilleroofingco.com. Useful details: the address, when the work or the estimate happened, the promise that was made, what actually occurred, and photographs. Mention it when a crew remains at the house. | The homeowner | Any time. Crew still there? That gets sorted the same day. |
| A named person takes ownership and confirms receipt. | Our team | One business day |
| For workmanship, a site visit comes before any debate. | Our team | Ahead of the written reply |
| A written reply: findings, the remedy, and a date for it. | Our team | Ten business days |
| Where a workmanship or manufacturer warranty covers the remedy, it gets arranged; where none applies, the reasons go to you in writing. | Our team and the contractor | The date in the written reply |
| A complaint about the contractor's workmanship is taken to that contractor for you, and we stay on it until it's closed. | Our team | Through to resolution |
| A file is kept: the complaint, the action, the dates. | Our team | Two years |
Independent contractors, our responsibility
Whoever did your roof signed an agreement with you and works independently of us. Even so, we chose them and we booked the job, so a complaint about either lands on our desk; the referral marketing disclosure describes the setup. Going through us is optional. If our answer doesn't satisfy you, two state bodies can help: the Alabama Home Builders Licensure Board (hblb.alabama.gov), which issues residential contractor licenses for work above its statutory threshold, and the Alabama Attorney General's Consumer Interest Division (alabamaag.gov). Where the contractor is registered or licensed with the state, that body can look into the workmanship too. None of this takes away any right you hold under your agreement or under Alabama law.
Insurance claims and what we keep
Storm, hail or wind claims are decided by the insurer, full stop. Our part is documenting the damage. Coverage isn't ours to decide, and no deductible will ever be waived, absorbed or "covered" by us. Think the contractor handled the claim badly? Tell us. Think the insurer did? That belongs with the insurance department of your state. Separately, every complaint record stays with us for two years, with the action taken and its date, and it feeds into which contractors we keep booking. Enough complaints and a contractor is dropped.