Complaints and Dispute Resolution Policy

Last Updated: January 29, 2026

At Temecula Roof Solutions (“Company,” “we,” “us,” or “our”), we strive to provide quality roofing services and maintain positive relationships with our customers. We understand that concerns or complaints may arise, and we are committed to addressing them in a fair, timely, and professional manner. This Complaints Policy outlines our procedures for handling customer complaints and resolving disputes.

1. Our Commitment

We are committed to:

  • Treating all complaints seriously and with respect;
  • Acknowledging receipt of complaints in a timely manner;
  • Investigating complaints thoroughly and impartially;
  • Communicating clearly and regularly throughout the complaint resolution process;
  • Resolving complaints fairly and as efficiently as possible;
  • Learning from complaints to improve our services and prevent future issues;
  • Maintaining confidentiality and privacy throughout the process;
  • Ensuring that making a complaint does not result in any negative treatment or retaliation.

2. What Constitutes a Complaint

A complaint is an expression of dissatisfaction regarding our services, conduct, workmanship, materials, pricing, communication, or any other aspect of our business operations. Complaints may relate to:

  • Quality of workmanship or materials;
  • Delays in project completion;
  • Communication issues or lack of responsiveness;
  • Billing, invoicing, or payment disputes;
  • Property damage or safety concerns;
  • Conduct of employees, subcontractors, or representatives;
  • Breach of contract or failure to fulfill agreed-upon terms;
  • Any other matter related to our services or business practices.

3. How to Submit a Complaint

If you have a concern or complaint about our services, we encourage you to contact us as soon as possible. Early communication often allows us to address issues before they escalate.

3.1 Preferred Methods of Contact

Please visit our contact page to submit a complaint or reach us through any of the available contact methods listed there.

3.2 Information to Include

To help us investigate and resolve your complaint efficiently, please provide the following information:

  • Your full name, address, phone number, and email address;
  • Property address where services were performed;
  • Date(s) of service or project timeline;
  • Contract number or invoice number (if applicable);
  • Detailed description of your complaint, including specific concerns;
  • Any relevant documentation, including contracts, invoices, correspondence, photographs, or other supporting materials;
  • Desired resolution or outcome;
  • Any previous attempts to resolve the issue and their outcomes.

The more information you provide, the better we can understand and address your concerns.

4. Our Complaint Resolution Process

Step 1: Acknowledgment

Upon receiving your complaint, we will acknowledge receipt within two (2) business days. This acknowledgment will include:

  • Confirmation that your complaint has been received;
  • The name and contact information of the person handling your complaint;
  • A reference number for your complaint;
  • An estimated timeframe for our investigation and response.

Step 2: Investigation

We will conduct a thorough and impartial investigation of your complaint. This may involve:

  • Reviewing relevant documentation, contracts, invoices, and correspondence;
  • Interviewing employees, subcontractors, or other parties involved;
  • Conducting an on-site inspection of the property (if necessary and with your consent);
  • Consulting with technical experts or third parties;
  • Reviewing applicable standards, codes, and regulations.

The investigation process typically takes ten (10) to fifteen (15) business days, depending on the complexity of the complaint. If additional time is needed, we will notify you and provide an updated timeline.

Step 3: Response

Once our investigation is complete, we will provide you with a written response that includes:

  • A summary of your complaint and our understanding of the issues;
  • Findings from our investigation;
  • Our determination regarding the validity of the complaint;
  • An explanation of our decision;
  • Proposed resolution or corrective action (if applicable);
  • Information about further steps if you are not satisfied with our response.

Step 4: Resolution

If we determine that your complaint is valid, we will work with you to implement an appropriate resolution. Possible resolutions may include:

  • Corrective work to address defects or deficiencies;
  • Refund or adjustment to billing;
  • Replacement of materials or components;
  • Additional services at no charge;
  • Compensation for documented damages (subject to applicable limits and insurance coverage);
  • Other mutually agreed-upon remedies.

We will make reasonable efforts to resolve the matter to your satisfaction while maintaining fairness to all parties involved.

Step 5: Follow-Up

After implementing the resolution, we will follow up with you to ensure that the issue has been adequately addressed and that you are satisfied with the outcome. Your feedback is valuable and helps us improve our services.

5. Escalation Process

If you are not satisfied with our initial response or proposed resolution, you may request escalation to a senior manager or company owner. To request escalation:

  • Contact us using the same methods outlined in Section 3;
  • Reference your complaint number;
  • Explain why you are not satisfied with the initial response;
  • Provide any additional information or documentation that supports your position.

An escalated complaint will be reviewed by senior management, and you will receive a further response within ten (10) business days.

6. External Dispute Resolution

If we are unable to resolve your complaint to your satisfaction through our internal process, you may have the option to pursue external dispute resolution through the following channels:

6.1 Contractors State License Board (CSLB)

The California Contractors State License Board regulates licensed contractors in California and has jurisdiction to investigate complaints against contractors. You may file a complaint with the CSLB if:

  • Your complaint concerns a patent act or omission and is filed within four (4) years of the date of the alleged violation; or
  • Your complaint concerns a latent act or omission pertaining to structural defects and is filed within ten (10) years of the date of the alleged violation.

Contractors State License Board
P.O. Box 26000
Sacramento, CA 95826
Website: www.cslb.ca.gov
Phone: 1-800-321-CSLB (2752)

6.2 Mediation and Arbitration

If your service contract includes mediation or arbitration provisions, disputes may be resolved through those processes. Mediation and arbitration are alternative dispute resolution methods that can be less formal and less costly than litigation.

6.3 Small Claims Court or Civil Litigation

You may have the right to pursue legal action through small claims court or civil litigation, subject to applicable statutes of limitations and jurisdictional requirements. We encourage you to seek legal advice if you are considering this option.

7. Timeframes and Response Times

We strive to resolve complaints as quickly as possible. However, timeframes may vary depending on the complexity of the complaint, availability of information, need for site inspections, and other factors. We will keep you informed throughout the process and provide updates if delays occur.

8. Confidentiality and Privacy

All complaints will be handled confidentially to the extent possible. Information will be shared only with those individuals who need to be involved in the investigation and resolution process. We will protect your personal information in accordance with our Privacy Policy and applicable laws.

9. Record Keeping

We maintain records of all complaints, investigations, and resolutions for a period of at least seven (7) years. These records help us identify trends, improve our services, and comply with regulatory requirements.

10. No Retaliation

We prohibit retaliation against any customer who submits a complaint in good faith. Making a complaint will not negatively affect your rights, your relationship with the Company, or any ongoing or future services.

11. Limitations

This Complaints Policy does not:

  • Create any contractual rights or obligations beyond those set forth in your service agreement;
  • Waive any legal rights or defenses available to the Company;
  • Extend any applicable statutes of limitations or warranty periods;
  • Obligate the Company to provide remedies beyond those required by law or contract;
  • Constitute an admission of liability or fault.

12. Feedback and Continuous Improvement

We value feedback, both positive and negative. Complaints provide us with important information that helps us identify areas for improvement. We regularly review complaint trends and use this information to enhance our training, processes, quality control, and customer service.

13. Changes to This Policy

We reserve the right to modify this Complaints Policy at any time. Any changes will be posted on our website with an updated “Last Updated” date. Your submission of a complaint following any changes constitutes your acceptance of the revised policy.

14. Contact Information

For questions about this Complaints Policy or to submit a complaint, please contact us.

We appreciate your business and the opportunity to address any concerns you may have. Your satisfaction is important to us, and we are committed to resolving complaints fairly and professionally.