When something has gone wrong
How to raise it, what happens and by when, who is responsible for what, and where to take it if we have not put it right.
Last updated October 2026 · (931) 410-6271 · hello@clarksvilleroofco.com
How do I raise a complaint?
Ring (931) 410-6271 and say that it is a complaint, or write to hello@clarksvilleroofco.com. Give us the property address, the date of the inspection or the work, what was agreed, what actually happened, and photographs if you have any. If a crew is on your roof as you read this and something is wrong, say that first — it changes the response to the same day.
How quickly will somebody respond?
A person acknowledges your complaint within one business day and tells you by name who is dealing with it. A written response follows within ten business days, setting out what we found, what we are going to do about it, and the date by which it will be done. Anything concerning the quality of the workmanship gets somebody back on the roof to look before anybody starts arguing about it.
What if it is covered by a warranty?
Then we arrange it. Workmanship issues sit under the contractor's written workmanship warranty, and product failures sit under the manufacturer's warranty for the materials. Where your complaint falls outside both, we will tell you that in writing and explain the reasoning rather than simply declining.
Who is actually responsible, you or the contractor?
The roofing work is carried out by an independent contractor under the agreement you signed with them, and the referral marketing disclosure explains that arrangement. But we chose that contractor and we sent them to your house, so a complaint about their work is a complaint we take. We raise it with them on your behalf and we stay in it until it is settled rather than handing you a phone number and stepping back.
What about damage to the property?
Report it the same way and as soon as you notice it. Broken landscaping, a damaged gutter, a vehicle marked by debris, a nail found in a tyre after the magnet sweep — all of it goes through the same process. The crews carry general liability cover precisely for this, and photographs taken before anything is tidied up will help.
What if I am not satisfied with your answer?
You are never obliged to come through us at all. You can take the matter to the Tennessee Attorney General's Division of Consumer Affairs at tn.gov/attorneygeneral, where there is a file-a-complaint process. You can also approach whichever office issued the permit for the work — the Montgomery County Building Codes Department on 931-648-5718 for Clarksville and the county, or the relevant authority in Christian, Robertson, Cheatham or Stewart County. If the contractor holds a Tennessee contractor licence, the Board for Licensing Contractors is a further route. We will not obstruct any of that, and we will supply the job file if it helps you.