You hired a roofing contractor, wrote a check, and now something has gone wrong. Maybe the work looks sloppy. Maybe they disappeared halfway through the job. Maybe they are charging you for extras that were never discussed. Whatever the situation, you are frustrated, you are out money, and you need to know what to do about it.
Roofing contractor disputes happen more often than most homeowners expect. Charlotte's storm season brings a flood of roofing work every year, and not every contractor doing that work is qualified or honest. Here is a step-by-step guide to handling a roofing dispute in the Charlotte area.
Common Roofing Contractor Disputes
- Poor workmanship. Shingles not aligned properly, exposed nails, sloppy flashing, uneven ridge caps. If you are not sure whether the work is actually bad, our guide on how to spot a bad roofing job covers what to look for.
- Incomplete work. The crew left before finishing — missing drip edge, no cleanup, flashing not sealed, gutters not reattached.
- Unexpected charges. The final bill is higher than the estimate and the contractor claims the extra cost was for "unforeseen" decking damage or other issues that were not discussed before the work was done.
- Timeline overruns. A job that was supposed to take two days is now in its second week with materials sitting in your driveway.
- Property damage. Crushed landscaping, dented siding, broken fixtures. The contractor is responsible for fixing collateral damage their crew caused.
- Communication blackout. Your calls go to voicemail. Texts get no response. The contractor collected your deposit and vanished.
Step 1: Document Everything
Before you make any calls or send any letters, document the problem thoroughly. This is the foundation of any dispute resolution.
- Take photos and video. Document every issue from multiple angles. Date-stamp your photos. If the problem is a leak, video the water coming in.
- Save all paperwork. Your signed contract, written estimate, change orders, invoices, canceled checks, text messages, emails — keep everything.
- Keep a timeline. Write down what happened and when — when the work started, when problems appeared, when you contacted the contractor, and what they said.
If workmanship is the issue and you are not sure whether the job was actually done poorly, hire an independent roofer for a paid roof inspection. A third-party inspection from a licensed Charlotte roofing company with no stake in the outcome carries serious weight. Expect to pay $200-$400 for a detailed written report with photos.
Step 2: Contact the Company Directly
Start with a direct conversation. Call the company office — not the crew leader, not the salesperson, but the owner or general manager. Explain the problem calmly, specifically, and with reference to your documentation.
Give them a reasonable timeframe to respond and fix the issue. Seven to ten business days is standard for a non-emergency repair. If the problem is an active leak or exposed roof deck, the response should be immediate.
If the phone call does not get results, send a written complaint. Email first, then follow up with a certified letter if the email goes unanswered. The certified letter creates a paper trail proving the contractor received your complaint.
What to Include in a Written Complaint
- Your name, address, and phone number
- The date the work was performed
- The contract or invoice number
- A specific description of the problems
- Photos of the issues
- A clear statement of what you want — repair, partial refund, or completion of the job
- A deadline for response (10-14 business days)
Step 3: Escalate Through Official Channels
If direct contact fails, North Carolina gives you several options. Use them in this order:
Better Business Bureau (BBB)
File a complaint with the BBB. They contact the company on your behalf and give them a chance to respond. A BBB complaint that goes unresolved becomes a permanent mark on their record.
NC Licensing Board for General Contractors
In North Carolina, contractors doing work over $30,000 must hold a general contractor license. If your contractor is licensed, file a complaint with the NC Licensing Board. The Board can take disciplinary action including license suspension or revocation.
If your contractor is not licensed and should be, that is itself a violation. Report it — operating without a required license is a misdemeanor in North Carolina.
NC Attorney General Consumer Protection Division
The NC AG's office handles complaints about deceptive trade practices. If a contractor made false claims, used bait-and-switch pricing, or failed to deliver work they were paid for, file a complaint at ncdoj.gov.
Mecklenburg County Code Enforcement
If the work was done without a permit, done incorrectly, or does not meet building code, contact Code Enforcement. They can require the contractor to bring the work up to code.
Step 4: Small Claims Court
If the contractor will not respond and you want your money back, small claims court is the most practical option. In North Carolina, small claims handles disputes up to $10,000:
- Where to file: Mecklenburg County District Court for Charlotte proper. Union County for Weddington, Waxhaw, Indian Trail. York County for Fort Mill and Tega Cay (SC limit is $7,500).
- Filing fee: Around $96 in North Carolina.
- No lawyer required. Bring your contract, photos, inspection report, and payment records.
- What you can recover: Cost to repair or complete the work, payments for undone work, and sometimes court costs.
If damages exceed $10,000, you need District Court (up to $25,000) or Superior Court (over $25,000). At that point, a construction attorney is a smart investment.
How to Prevent Disputes Before They Start
The best way to handle a roofing dispute is to prevent one. These are the same steps covered in our guide on how to pick a roofing company in Charlotte:
Get a Detailed Written Contract
Every roofing job should have a written contract specifying the scope of work in detail, the total price, how change orders will be handled, start and completion dates, the payment schedule (10-30% deposit, balance on completion), warranty terms, cleanup responsibilities, and who pulls the permit.
Use a Payment Schedule
Never pay the full amount upfront. A reasonable deposit is 10-30%. The remaining 70-90% is due after the work is completed and you have inspected it. If a Charlotte roofer asks for more than 50% upfront, walk away.
Pay by check or credit card — never cash. Credit card payments give you an additional layer of protection through your card issuer's dispute process.
Get a Lien Waiver
A lien waiver confirms the contractor has been paid and waives their right to place a mechanic's lien on your property. In North Carolina, contractors and subcontractors can file a lien against your home if they claim nonpayment — even if you paid the general contractor. A lien waiver with each payment protects you.
Verify Licensing and Insurance
Before signing anything, verify the contractor's NC general contractor license at nclbgc.org and confirm they carry both general liability insurance and workers' compensation insurance. Ask for a certificate of insurance directly from their insurer. If a worker gets injured on your property and the contractor lacks workers' comp, you can be held liable.
When to Hire a Roofing Inspector
If you are in a dispute and need evidence of poor workmanship, a third-party roofing inspector is one of the smartest moves you can make. An independent inspector evaluates the work against manufacturer specs and building code. Their written report with photos becomes a powerful tool whether you are negotiating, filing a BBB complaint, or in court.
The cost — $200 to $400 — is well worth it when thousands are at stake. Just make sure the inspector has no connection to the contractor you are disputing.
Your Options in a Nutshell
A roofing contractor dispute is stressful, but you have real options. Document the problems, communicate directly with the company, and escalate through official channels if needed. The BBB, Licensing Board, AG's office, and small claims court are all accessible without a lawyer.
The best protection is prevention. A written contract, a fair payment schedule, verified insurance, and a lien waiver keep you out of trouble on the vast majority of roofing jobs. And taking the time to choose the right contractor means you are far less likely to need any of the steps in this article.