RoofBuddy, a platform that connects homeowners with roofing experts is currently facing serious criticism following a damaging roofing incident in Auckland.
Auckland homeowner Ed Waaka said the issues began in 2024 when, through RoofBuddy, he was connected with Life Time Roofing to have a product called KiwiSeal applied—a liquid membrane designed to cover roofs.
Waaka said he felt pressured aggressively to pay a deposit and progress payment, but after making the payments, there was no accountability. “Once our job was ‘complete’, they did not send an independent quality assessor to check the quality of the work as advertised on their social media platforms.”
He explained that his project was marred by delays, inadequate communication, and what he considered “substandard roofing practices,” which caused extensive water damage to their home and ultimately led to the collapse of their master bedroom ceiling.
Within six months, the product began to deteriorate, and applying a third coat failed to make any improvement. The roof continued to leak, causing damage to the ceiling in the house’s office.
He was informed that a complete re-roof would be necessary, with costs potentially reaching up to $40,000.
Waaka said he no longer wanted RoofBuddy involved in the repairs, as he believed their actions had been “reckless”. He felt that the reroofing quotes provided through the portal were inflated to make the membrane appear as the best choice.
He was also collaborating with his insurance company to assess what claims he could make.
Waaka mentioned that after sharing his experience online, he received messages from several others who had faced similar issues.
RoofBuddy’s Response
RoofBuddy chief executive James Logan stated that his organisation does not influence the pricing submitted by service providers on its platform. He added that the high quote for re-roofing Waaka’s house was reasonable.
“Our advice was given that re-roofing was the most suitable option for the property, given the nature of the substrate …and the brittle quality of the terracotta tiles, along with the fact that the house had been relocated; it was advised that re-roofing would be the best option of the two presented. However, the customer was budget constrained and wished to proceed with the restoration quote from Lifetime Roofing.”
He explained that the quality assurance check had not been conducted yet because Life Time had not finished the work according to the quoted specifications.
“Without consulting us, Life Time Roofing were able to persuade the customer to pay their final invoice despite the absence of our QA sign-off. We strongly advise all our customers against this action.”
“Secondly, correct preparation, priming and application processes were not followed, and this caused an adhesion problem with the membrane, resulting in the product peeling and blistering.”
“These issues were clearly evident, and my efforts subsequently had been directed to compel Life Time Roofing to return to the property and complete the mechanical repairs, carpentry requirements and correctly reapply the membrane coating. Once this had been done, we were standing by to complete the QA check.”
Logan acknowledged that he did not follow up “diligently enough” to ensure the issue was resolved and admitted he should have intervened directly sooner under RoofBuddy’s customer warranty provisions.
Meanwhile, Life Time Roofing director Alex Anderson said his company accepts full responsibility for the situation.
“In our commitment to supporting the client, Life Time Roofing has already covered the full replacement of the ceiling, along with associated plastering and painting, in the only affected room. This work was completed at no cost to the client as a gesture of goodwill, aimed at restoring comfort and liveability while a long-term solution is arranged,” Anderson said.
“We are also working closely with Roofbuddy to ensure the client receives a full and lasting resolution. We’re aligned in our desire to deliver the best possible outcome here and are both willing to contribute toward that.”
“Life Time Roofing is prepared to contribute substantially toward whatever remedy Ed and his family determine is the most suitable path forward. We want to see this resolved in a way that restores both their home and their peace of mind.”