When a job isn't right
Here's how to tell us, what we'll do, and where else you can go.
Current as of September 2026. Reach us by email at hello@newbraunfelsroofingco.com, or by phone on (830) 626-9183.
Our promises, step by step
| Step | Who | By when |
|---|---|---|
| You raise it. Ring (830) 626-9183, say it's a complaint and ask to be called back, or send it to hello@newbraunfelsroofingco.com in writing. Give the address of the property, when the estimate or the job happened, what you were told, what you got, and any photos you took. | You | Any time |
| A crew still at the house? Say so, and it's handled that day. | Us | Same day |
| Someone gets back to you, confirms we have the complaint, and says who's handling it. | Us | Within one business day |
| Workmanship complaints get a site visit before anything else. We look first, argue later. | Us, with the contractor | First |
| A written reply arrives, covering our findings, the fix, and the date it'll be done. | Us | Within ten business days |
| If a workmanship warranty from the contractor, or a manufacturer's warranty, covers the fix, we arrange it. If neither does, you get the reason in writing. | Us | Alongside the written reply |
| We log the complaint, the action taken and its date, and read back over the log when deciding which contractors we keep working with. | Us | Kept for two years |
The roofing itself is done by independent contractors, under the contract you signed with them. Even so, we booked the job and we picked the contractor, so a complaint about either one comes to us. When the problem is their workmanship, we take it up with them for you and stay on it until it's settled; the referral marketing disclosure explains that setup. You don't have to go through us at all. The Texas Attorney General's Consumer Protection Division takes consumer complaints at texasattorneygeneral.gov (look for File a Consumer Complaint); bear in mind there's no state-level roofing license in Texas. For code or inspection questions, go to the building department of the city that issued your permit. Where a contractor does hold a state registration or license, that licensing agency can look into workmanship. Nothing on this page takes away rights you hold under Texas law or under the contract you signed with the roofer. Repeat complaints about a contractor end our relationship with them.
Insurance claims are a special case. On a storm, wind or hail claim, the carrier's call is the carrier's. Our role is documentation: we don't decide coverage, and a deductible is never waived, absorbed or "covered" by us. Think the contractor handled the claim badly? Tell us. Think the insurer did? The state insurance department takes those.