Complaints policy
If something about a job booked through Meridian Roof Works isn't right, here is exactly how to raise it, what we do about it, and what happens if we can't fix it.
Last updated: September 2026 · Contact: [email protected] · (208) 296-5264
How to raise a complaint
Call (208) 296-5264 and ask for a callback about a complaint, or email [email protected]. Include the property address, the date of the estimate or the work, what was promised, what happened, and photos if you have them. If a crew is still on site, say so — that gets handled the same day.
What we do
Within one business day a person acknowledges the complaint and tells you who is handling it. Within ten business days you get a written response: what we found, what will be done, and by when. Workmanship issues get a site visit first; we look before we argue. If the fix is covered by the contractor's workmanship warranty or a manufacturer warranty, we arrange it. If it isn't, we tell you why in writing.
Who is responsible for what
The roofing work is performed by independent contractors we work with, under the agreement you signed with them. We book the work, we chose the contractor, and we take complaints about both. When a complaint is about the contractor's work, we raise it with the contractor on your behalf and stay involved until it is resolved. Our referral marketing disclosure explains the arrangement.
If we can't resolve it
You are never required to go through us. If we haven't fixed the problem to your satisfaction, you can contact the Idaho Division of Occupational and Professional Licenses (dopl.idaho.gov), which registers contractors under the Idaho Contractor Registration Act and takes complaints, or the Idaho Attorney General's Consumer Protection Division (ag.idaho.gov – Consumer Protection) or, for insurance-claim matters, the Idaho Department of Insurance Consumer Affairs line at 208-334-4319. If the contractor holds a state license or registration, the licensing agency can investigate workmanship complaints. Nothing in this policy limits any right you have under the agreement with the contractor or under ID law.
Insurance claims
If the complaint concerns a hail, wind or storm insurance claim, the carrier's decision is the carrier's. We document; we do not decide coverage, and we never waive, absorb or "cover" a deductible. If you think a claim was handled badly by the contractor, tell us; if you think it was handled badly by the insurer, your state's insurance department takes those complaints.
Record keeping
We keep a record of every complaint, what was done and when, for two years, and we review them when we decide which contractors to keep working with. A pattern of complaints ends the relationship.