Effective October 2026 · hello@austinroofcrew.com · (737) 260-7893
- Report it. Call (737) 260-7893 and request a callback about a complaint, or email hello@austinroofcrew.com. State the property address, the date of the inspection or the work, the agreed scope, the defect or failure observed, and attach photographs if available. If the crew is still on the property, say so; that is addressed the same day.
- Acknowledgment within one business day. A named person confirms receipt and takes responsibility for the file.
- Inspection before judgment. A workmanship complaint receives a site visit. The roof is examined and photographed before any position is taken on the complaint.
- Written response within ten business days. The response states what the inspection found, the remedy, and the date by which it will be completed. Where the defect falls under the contractor's workmanship warranty or the manufacturer's material warranty, the remedy is arranged under that warranty. Where it does not, the response states the reason.
- Responsibility. The work was performed by an independent contractor under the agreement signed with that contractor. The booking and the selection of the contractor were made through this site, so complaints about either are received here. A complaint about the contractor's work is raised with the contractor on your behalf and followed to resolution. The referral marketing disclosure describes the arrangement.
- Escalation outside this site. Use of this procedure is optional. For permitted work, the building office that issued the permit, whether the City of Austin or a suburban city, may inspect the installation for code compliance. Texas issues no roofing license, so no state licensing board exists for the trade; your rights rest in the agreement with the contractor and in Texas consumer law, and nothing in this procedure limits them.
- Insurance matters. Where the complaint concerns a hail, wind or ice claim, the carrier decides coverage; the contractor documents and does not adjust, under Insurance Code section 4102.163, and never offsets a deductible, under Business and Commerce Code section 27.02. Complaints about an insurer's handling of a claim are taken by the Texas Department of Insurance.
- Records. Each complaint, the action taken and the dates are recorded and retained for two years. The record is reviewed when deciding which contractors continue to receive bookings; repeated complaints end the arrangement with that contractor.