Raising a complaint
If a job booked through this site went wrong, these are the steps, the deadlines and the agencies that sit behind us.
Policy dated September 2026. Reach us at hello@greerroofpros.com or on (864) 263-1238.
Six steps. The first is yours; the next four are ours; the last is there if we fall short.
Send us the facts
Phone (864) 263-1238 and tell the assistant you want a callback regarding a complaint; written complaints go to hello@greerroofpros.com. Give the address of the property, the date the estimate was written or the work was done, what you were told would happen, what actually happened, and any photos you have. Should a crew still be at the house, say so in the first sentence: an on-site problem is dealt with that same day.
One business day: acknowledgement
A person, not an auto-reply, confirms receipt and names who is handling the matter. That happens within one business day of your message.
Workmanship: a site visit before anything else
If the complaint concerns the work on the roof, somebody goes to look at it before any position is taken. Looking comes before arguing.
Ten business days: a written answer
Within ten business days of the complaint you receive a written response stating what was found, the remedy, and the date by which it will be done.
The fix, or the reason there isn't one
Where the repair falls under the workmanship warranty from the contractor, or under a manufacturer's warranty, we arrange it. Where neither applies, the written response explains why.
If we haven't put it right
Going through us is never a condition. The South Carolina Residential Builders Commission registers and licenses residential contractors; its site is llr.sc.gov/res. The South Carolina Department of Consumer Affairs takes consumer complaints at consumer.sc.gov. When the contractor is state-licensed or registered, the licensing body can investigate the workmanship itself. This policy takes nothing away from your rights under the contract you signed or under South Carolina law.
Who answers for what
The contractor performs the roofing under the contract you and they signed, as an independent business. We booked the job and we picked that contractor, so complaints about either come to us. When the problem is the contractor's work, we take it up with them for you and stay on it until it's closed. The referral marketing disclosure describes the arrangement.
Complaints involving an insurance claim
On a storm, wind or hail claim, the carrier's ruling stands as the carrier's. Our role is documentation; we don't decide coverage, and no deductible is ever waived, absorbed or "covered" by us. If you believe the contractor mishandled the claim, bring it to us. If you believe the insurer did, the insurance department of your state hears that.
What we keep
Each complaint is logged, along with the action taken and its date, and kept for two years. We read that log when deciding which contractors stay on our list. Repeated complaints about one contractor end our relationship with them.