Searching for a Top Roofing Company, Part I: BBB
Let’s begin with the resource that started it all, the Better Business Bureau. The BBB is a nonprofit organization that has been around for over 100 years. While the BBB is not supported by tax dollars, it is supported by the dues of individual businesses. Even though the BBB’s operations are underwritten by local businesses, the BBB takes great care to keep an unbiased, balanced approach towards members and non-members alike. According to the BBB’s website, they are “dedicated to promoting and fostering the highest ethical relationships between businesses and the public through voluntary self-regulation, consumer and business education, and service excellence.” Because of this, the BBB is a great place to begin your search for a top roofing company in Colorado.
Currently, only 350 out of the 2500 roofing contractors have been chosen by the BBB for accreditation. The contractor’s main profile page will show you the number of years they’ve been in business, as well as, how long the company has maintained their BBB accreditation. BBB accreditation means that the BBB has confirmed that the company meets and continues to follow by the eight principles outlined in the BBB Standards for Trust. The eight principles are to:
- Build Trust by establishing and maintaining a positive track record in the marketplace.
- Advertise Honestly by adhering to established standards of advertising and selling.
- Tell the Truth by honestly represent products and services, including clear and adequate disclosures of all material terms.
- Be Transparent by openly identifying the nature, location, and ownership of the business, and clearly disclosing all policies, guarantees, and procedures that bear on a customer’s decision to buy.
- Honor Promises by abiding by all written agreements and verbal representations.
- Be Responsive by addressing marketplace disputes quickly, professionally, and in good faith.
- Safeguard Privacy by protecting any data collected against mishandling and fraud, collecting personal information only as needed, and respecting the preferences of customers regarding the use of their information.
- Embody Integrity by approaching all business dealings, marketplace transactions, and commitments with integrity.
The next places you want to sift through are the review and complaints. The one place the BBB does excel over the other main data sets is its reviews/complaints. Since it is the most well-known out of the 6 main data sets, generally this is where the majority of non-millennials (yea, I said it) will go to voice displeasure. Here are a few best practices when you are looking at reviews and complaints.
- You want your top roofing company to have more reviews than complaints.
- You want to read several reviews and read several complaints. You want details. “They were awesome.” “This service sucks.” Not good enough. You want to read about an experience. Why were they awesome? Why did they suck?
- A top roofing company WILL have complaints. However, you MUST see detailed responses to the complaints. This shows Being Responsive and Being Transparent. You want to know your contractor takes customer displeasure seriously and is actively looking to remedy those situations.
- You don’t want to see all 2-3 word reviews. This may be a sign of false reviews. I, myself, don’t write reviews much. But when I do have that great experience that I want to share, I write a semi-novel so others can see what made it so great.
- You don’t want to see 20 complaints detailing the exact same behavior. At that point, you can take it to the bank.
Finally, there are the ratings. The BBB assigns ratings from A+ (highest) to F (lowest). They stress heavily that, “Customer Reviews are not used in the calculation of the BBB Letter Grade Rating.” This is because the BBB ratings only represent the BBB’s opinion of how the business is likely to interact with its customers. Therefore, “A+” ratings are a great indication that a business will make good faith efforts to resolve complaints.