When a job isn't right
Here's how to tell us, what we'll do about it and by when, and where you can turn if we don't put it right.
In force since September 2026 · (918) 359-2694 · hello@brokenarrowroofworks.com
How do I tell you something's wrong?
Phone (918) 359-2694 and say you want a callback regarding a complaint, or send the details to hello@brokenarrowroofworks.com. Give us the property address, when the estimate happened or when the work was done, what you were promised, what actually happened, and any photos you've got. If the crew is still on your roof, lead with that, because an on-site problem gets dealt with the same day.
What happens once I've raised it?
You'll hear from a person inside one business day; they'll confirm we've got it and name who's dealing with it. Inside ten business days a written reply reaches you with what we found, what'll be done and the date it'll be done by. If the problem is workmanship, someone goes out to look at the roof before anybody argues about it. Where the fix is something the contractor's workmanship warranty covers, or something the manufacturer's warranty covers, we set it up. Where it isn't, we put the reason in writing.
Who's actually on the hook?
The roofing itself is done by an independent contractor under the contract between you and that contractor. But we booked the job and we picked the contractor, so we accept complaints about either one. When the trouble is with the contractor's work, we take it up with them for you and stay in the loop until it's settled. Our referral marketing disclosure describes the arrangement.
What if you can't sort it out?
You don't have to go through us at all. If we haven't fixed it to your satisfaction, the Oklahoma Construction Industries Board (oklahoma.gov/cib) registers roofing contractors and accepts complaints about them, and the Oklahoma Attorney General's Consumer Protection Unit (oag.ok.gov) handles consumer complaints. Where the contractor is licensed or registered with the state, that agency can also examine complaints about workmanship. Nothing in this policy takes away any right you hold under your contract with that contractor, or under Oklahoma law.
Does this cover insurance claims?
If your complaint is about a storm claim, whether hail or wind, understand that the carrier's decision belongs to the carrier. We document damage; we don't rule on coverage, and a deductible is never something we waive, absorb or pick up. If you feel the contractor mishandled the claim, tell us. If you feel the insurer did, your state's insurance department is the place for that.
Do you keep track of complaints?
Yes. Every complaint stays on file for two years, along with what we did about it and when, and those files get a look whenever we're deciding which contractors to keep sending work to. Contractors who keep generating complaints stop getting our calls.