Houston-area homeowner Donna Johnson said she paid $31,000 for a new roof from Ruff Roofing that began leaking after the first rain, and inspectors later found that a critical part of the job had reportedly never been completed.
Her case is part of a wider pattern of complaints about the company involving unfinished work, surprise costs, and questions about whether customers were misled before signing on the dotted line.
Here's what to know
A December repair visit did not solve the problem, Johnson told KPRC Click2Houston. She said leaks started after Ruff Roofing installed her roof on August 19, and that she repeatedly contacted the company about the issue.
Inspectors said one of the biggest problems was flashing that had reportedly never been replaced, with old, rusty flashing still visible in Johnson's attic. Because flashing helps keep water from getting behind shingles and reaching vulnerable parts of a home, they described that as a major issue. They also found soft spots, lifted shingles, and exposed nails.
Each time it rained, Johnson said, water got inside: "It was coming here, and it was coming over there."
Ruff Roofing owner Ala Ababneh later said, "I take full responsibility and accountability," adding that employees "should never have told her they knew how to do roofs on stucco homes."
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More background
Johnson was not the only customer who said the company's work left them worse off than before. The Better Business Bureau said that Ruff Roofing is among the five most complained-about roofing companies in Houston and currently has an F rating.
"We see a pattern of complaint issues occurring with this company," said Leah Napoliello of the Houston BBB.
She added that consumers reported roof problems months after installation and, in some cases, difficulty getting the company to respond.
Other homeowners described mounting costs after work had already begun. Customer Charles Smith said Ruff Roofing added $15,000 for decking after shingles had already been removed from his home. Ababneh later acknowledged that he had told GoodLeap Smith's project was finished, and monthly withdrawals had begun. At 12.99% interest, a $15,000 loan would total $34,882.20 by 2040.
Positive BBB reviews appeared to trace back to Ababneh and company employees, though they were presented as customer feedback.
What's being done?
The Harris County Attorney's Office is looking into the complaints after the BBB contacted it. Harris County Attorney Abbie Kamin said officials want to hear from anyone who hired Ruff Roofing and believes they did not receive the work they paid for.
No court ruling has found Ruff Roofing legally responsible for the damage, but people can still submit a consumer fraud report to the Harris County Attorney's Office.
Kamin made clear that the office sees potential next steps beyond simply collecting complaints.
"We can absolutely file lawsuits. We can seek penalties. We can seek fines. We do what we can to hold them accountable," she said.
Where can I learn more?
Disputes like this can also arise after solar installations or over roof upgrades.
• In Nevada, a homeowner blamed a deceptive solar company after damage ruined her house.
• In Texas, one homeowner said panels left his roof leaking, and repairs stalled for months.
• On Texas's Gulf Coast, a homeowner fought to get hurricane-proof roofing approved by an HOA.
• Other homeowners found a workaround after an HOA tried to block a hurricane-proof roof replacement.
• Homeowners debated a roofer's warning after hearing bad advice on solar panels.
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