Complaints policy
If something about your roof job isn't right, here's how to tell us and exactly what happens next.
Updated November 2026. Contact: hello@hillsboroughroofco.com · (813) 851-4286.
How do I tell you something's wrong?
Ring (813) 851-4286 and ask for a call back about a complaint, or write to hello@hillsboroughroofco.com. Give us the property address, the date of the estimate or the work, what you were promised, what actually happened, and any photos. If the crew is still at your home, mention it, and we'll deal with it that same day.
How quickly will I hear back?
A real person will confirm we've got your complaint, and tell you who's looking after it, within one business day. Within ten business days you'll have our answer in writing: what we found, what's going to be done, and when.
Will someone come and look?
Yes. For anything about workmanship, a leak after a repair or a roof that doesn't look right, someone visits first; we'd rather look than argue. If the fix falls under the contractor's workmanship warranty or the manufacturer's warranty, we set it up. If it doesn't, we explain why in writing.
Who's responsible, you or the contractor?
The roofing is done by an independent contractor under the agreement you signed with them. We booked the job and we picked the contractor, so we take complaints about either. When the problem is with the contractor's work, we raise it with them for you and stay involved until it's settled. The referral marketing disclosure explains how we work together.
What if you can't fix it?
You never have to go through us. Roofing is a state-licensed trade in Florida, so you can take a complaint about a roofing contractor to the Florida Department of Business and Professional Regulation, whose Construction Industry Licensing Board licenses roofers. Where a permit was issued, City of Tampa Construction Services or Hillsborough County Development Services can tell you about the inspection on your job. Nothing here limits any right you have under your contract or under Florida law.
What if it's really about my insurance claim?
What a carrier pays is the carrier's decision. We document damage; we don't decide coverage, and we never waive, absorb or offer to cover a deductible. If you think the contractor mishandled the roofing side of a claim, tell us. If you think the insurer mishandled it, use your insurer's complaint process or the state agency that oversees insurers.
Do you keep a record?
Yes. Every complaint, what we did and when, is kept for two years, and we look back at them when deciding which contractors to keep working with. A pattern of complaints ends the relationship.