ComplaintsforBest Choice Roofing

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New roof was installed in January 2023 after the house in ****************, Florida suffered damage from Hurricane **** The company was great to work with at first. However, the roof leaked again on May 22nd 2023 and the roofing company had to come out and redo some of the roof. This was done only after another roofing company saw the issue and gave us a diagram of what needed to be done to repair it.During Hurricane ****** ( October 10, 2024) it leaked again!!! Water damage came through in the same areas of the house. As you can imagine, this was very upsetting to see this from a roof that is approximately 1 year and 9 months old.Two leaks within a year and 9 months of installation is unacceptable.I could say more but I will save that for the discussion with the roofing company. I would like to see the owner call me about this one!!!!

  

  Business response

  11/11/2024

  Our deepest apologies for the ongoing trouble! Unfortunately here in ** we have little affiliation with our FL branches. As this BBB only pertains to customers serviced in **, I've passed along the information to the pertinent team members who I'm confident will be reaching out ASAP.

   

  Regards

  

  Business response

  11/12/2024

  Dear Ms. ********************** name is **** *****, Senior Partner at Best Choice Roofing. Ive reviewed your complaint, and I want to assure you that were actively addressing it. Ive assigned your case to our Head of Production, ******* ******, and our General Manager, ****** *******. They have already reached out and left messages for you, and theyre ready to assist further.
  
  
  To clarify a few details: you have a five-year labor warranty that remains fully active. Per our contract, we ask clients to notify us of any leaks or issues within ***** hours to address them promptly under warranty. After reviewing our records, I found no recent communication from you regarding roof concerns.
  
  
  At the time of your roof installation, I wasnt overseeing this office, and the current team was not involved in either the original installation or any past repairs. However, I am now personally involved, and my team will schedule an inspection as soon as we hear back from you.
  
  
  We apologize for any inconvenience this may have caused and are committed to resolving the issue and updating you on the next steps.
  
  
  Warm regards,
  **** *****
  Senior Partner
  Best Choice Roofing

• Initial Complaint

  08/06/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  This roofing company made a cold call to my elderly mother in October or November 2023 and helped file insurance claim for roof replacement. In December 2023 my elderly mother entered hospice and died. In the midst of her death and thereafter I was tormented by aggressive and unreasonable accounts receivable personnel at the office. In January 2024, I gave a $8900 deposit for materials. In March the accounts receivable staff told me they needed all the money the insurance company direct deposited or they would not start the job. I explained the insurance company had deposited money for other repairs as well, Still I was forced to give a check for $6900 amounting to more than half cost of roof or $15,343.77 total prior to them starting. This was unsettling and insurance adjuster agreed it was a red flag. Job was finally completed at end of March 2024. Before completion I was told I needed to fork over a personal check for $750 for rotting wood found. The job was done poorly with damage to the fascia. I talked with a female PM who sent a crew out to correct the fascia and agreed final invoice would be settled without using them for gutters. Roofing nails and solar panel debris were left all over the side of the house. Contract I signed is attached. I also insisted on a final invoice which did not include gutters which I told them I don't want. I have paid more than $28k for a standard shingle roof (final invoice paid in full and check#s can be provided). After 3 months since they were paid in full, I receive an aggressive and unscupulous email from the company demanding payment for gutters they did not install simply because insurance company covered for them. ******************** agreed gutters were not part of this. I have absolutely no obligation to pay for or use them for gutters and would like this company to refer to the final invoice paid in full and stand by management promises.

  

  Business response

  08/18/2024

  I believe our office has already reached out to address and resolve this issue. For the record, I want to emphasize that our company does not engage in unscrupulous business practices. Such statements are simply not true, nor will they ever be. We pride ourselves on being an ethical company that operates with full transparency.
  With decades of experience and tens of thousands of roofs installed, we acknowledge that, on rare occasions, a mishap, missed phone call, or human error might occur. However, these instances are never malicious in nature.
  Please accept our sincere apologies for any inconvenience this situation may have caused. We are committed to improving our communication moving forward to ensure clarity and satisfaction.
  Best regards,
  *******************
  Senior Partner

  Customer response

  08/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The company apologized and provided a letter confirming I am paid in full.  
  
  Sincerely,
  
  Ally *********

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/25/2024 Best Choice Roofing completed my roof replacement job. On 4/26/2024, a man from the company came to pick up the left over material and also told me that I'd be charged over $500 for wood used on the project, which I'd have to pay out-of-pocket and not the insurance company. I disputed the charges with him and he went through some photos and then told me that some of the wood repair would fall under what the insurance would cover so the quoted charge is incorrect and I'd only have to pay less than $100, but he'd make the update when he gets back to the office. I took his word for it and didn't hear from the office until I called on 6/10/2024 to arrange for the remainder of the insurance check to be collected. I was told then that I owed approximately $404 for wood claimed to have been used on the job. I disputed the charges and explained to the manager what I was told by the man and I subsequently received an invoice for $308. I further disputed the charges as I was present on the day of the project and know that $308 worth of wood was not used for my roof job. I asked them to send me photos as proof of the wood they said was used and there were 2 photos of invoices with the wood purchased at Home Depot (HD) for my roofing project. See attached. As you will see from the photos, what was purchased ($83.44) at HD does not correspond with what they are invoicing me ($308). They are charging me over 3.5 times what they paid, plus there was an unused piece of 2x4 which was picked the day after the project was completed. See photo of left over material attached. After charging over $23k for the project, which was already very high, they're still trying to overcharge me for wood, on top of the $2.5k deductible I already paid. I have raised my concern with the manager and not getting anywhere hence I'm raising my concern here. Thank you for looking into this and I'm waiting to hear back from you before handing over the Ins co. check for the balance.

  

  Business response

  06/19/2024

  This is currently being solved and handled with a positive outlook for the client. 

  Customer response

  06/19/2024

  Hannah from Best Choice Roofing reached out to me and explained a better way that the issue could have been handled and that it never had to get to this point. She apologized and said I also won’t need to pay the wood bill and I agreed to hand over the check from the insurance company. Bryan picked up the check yesterday, 6/18, and I’m waiting to receive formal confirmation that the check was received and that I owe nothing to the company. Thanks!

  Customer response

  06/20/2024

  Hannah from BCR reached out to say they would adjust my wood bill to show nothing outstanding and said this could have been handled on their end in a much better way. I agreed to give them the check from the insurance company on 6/18 and am still waiting for confirmation in email that I have no outstanding balance for wood and that the check was received.

  Customer response

  06/24/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Someone by the name of Hannah told me that I do not need to pay the invoice for the wood bill and made arrangements for the check from the insurance company for the balance owing to be picked up. The checked was collected by a Bryan P**** on 6/18. I have since reached out to Hannah to confirm that they received the check and to send me an email confirming that I have no outstanding balance and I have not heard back and it’s almost a week since. 
  
  Sincerely,
  
  ******* *****

  

  Business response

  06/26/2024

  Mr. *****,
  I wanted to inform you that I personally covered the balance of your wood bill. I apologize for the oversight in not sending you the Paid in Full (PIF) invoice earlier. Attached to this message are the PIF invoices for both the wood and your roof. If you need any further assistance, please feel free to contact me directly.
  Best regards,
  Jeff O****
  Managing Partner
  Best Choice Roofing
  ************

  Customer response

  06/27/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  05/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired better choice roofing with the sales man ****** here in *************************************, They completed the roof but they left a complete mess Now to get the facia, gutters and soffit installed they have missed 4 appointments this far They arrived for the installation on of the facia, gutters and soffit on April 25th,They were all day and they decided to stop working because we had another business in the back working on things also and they were supposedly in one anothers way but they didnt even get things done in the front.They left and left all there tools and trash scattered around the house They removed siding that should have never been removed and are claiming to be replacing it with the wood and a screen for the attic They advised my wife they will give the other crew 24 hours and then they would return but we never seen them I then called the supervisor **** who told me oh yeah they guy guy went on vacation so he will return in 2 weeks Then after the 2 weeks I got told he would be here Tuesday the 14th The evening of the 14th no one arrived I then called **** again and he advised me that his guy will return on Friday cause he was still 12 hours away from Florida Friday came and no one arrived My wife called due to her frustration and **** advised her there was nothing he could do and he would be there sometime next week but gave no details My wife and I wanted some compensation due to these troubles and he denied the request We waited until May 24 the Friday and we never seen nor heard anyone during the week that someone was suppose to be here to install I then called **** and he gave me the excuse that something was wrong with the financial part for his worker so they didnt work But yet I still received no phone call And now I get told that Tuesday yet again he will be at my house I asked for some compensation station and he again refused as if our frustration means nothing to him or the company This is the worst experience I have ever felt with

  

  Business response

  05/29/2024

  Mr *******, 

  This is *******************, the managing partner of Best Choice Roofing. This is not a standard operating procedure of BCR's and we take your complaint very seriously!  It will be handled with extreme care and the work you hired us to do will be completed and you will be happy. I promise you this. I know the team is already on it.  I am attaching my number for you to call if needed. I am a homeowner myself and I would feel the same as you do, so don't feel bad about complaining. I wish you had called me first. 

  If any of my staff need to be written up, terminated or re-trained, it will be handled after further investigation. 

  *******************;

  ************

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company sent an invoice with a set price of what we owed for a roof replacement. We paid our deductible and after completion the insurance company sent them a check for the amount owed but there was extra money. They sent a new invoice claiming that the extra money was for an additional cost to gutters. It was complete crap. 3 reps called us stating that a check was being generated and finally after going back and forth for 3 weeks they say whoever said we were getting a check was wrong.

  

  Business response

  11/29/2023

  HI- 

  Emily in A/R has reached out to you notifying a refund check is being processed. If you have another issues contact me directly at ********************************

  Happy Holidays 

  Jeff *****

  VP of Operations 

  

  Business response

  12/11/2023

  Emily V****** the A/R employee for Best Choice Roofing emailed last week. She ended up speaking with the husband who agreed to the $400 refund. 

  Best,

  Jeff 

  Customer response

  12/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  06/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I contacted Best Choice Roofing for a roof replacement and it has been problems from the beginning. First, they lost the check that the insurance company issued to begin the roof replacement. Then they dropped a dumpster on my newly wavered driveway stating the dumpster would not cause any damages (it did, I had to have pavers replaced and the driveway resealed.) Then they stopped the project halfway and didn't come back for about a week. Once the project was supposedly completed, the project did not pass the county inspection. After coming back and fixing some of the shortcomings, they passed the county inspection, but had not properly replaced the gutters they dismantled. The solar lights that were installed on the gutters disappeared never to be seen again, they damaged the fence gate and left tar all over the pavers. When I thought all of this was behind me, and to make matters worse, not even six months after this, the brand new roof is leaking. I have been after them for weeks to get this repaired. They have promised to come out and do the repairs but don't show up when they say they will.

  

  Business response

  06/06/2023

  Mr. ******, 

  I am just reading this and it will be taken care of immediately. I am embarrassed by the actions of the office and there will be write ups and retraining. Expect a call from Marlene this morning. 

  Jeff O****

  Managing Partner 

  ************

  

  Business response

  07/11/2023

  The repair was completed prior to 6/28/23.

  Customer response

  07/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******* ******

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted a roofing company, Best Choice Roofing,waiting weeks after paying them to hear anything, then when it's done, mind you still have the dumpster and left over materials in the drive way, will wait to see a reimbursement for materials not used, walking into your home, and not have air conditioning!? I'm due to give birth in 3 weeks, come home to a 85 plus degree home. They say they will send someone out, they do, and the guy tells you, he isn't an "AC guy", leaves a voicemail telling me they will send out their AC guy, though to find out, they don't have one, and don't plan on sending anyone out. I get a company to come do an inspection, they find a leak, nail in the copper, to a line that is easily seen going from outside the home and into the attic, it's been hit. Best choice tells me go ahead and let the AC company do the work, and they will reimburse me, I speak to the GM prior to doing this, and the tune changes, and he states they won't take responsibility. It's thousands to fix!

  

  Business response

  05/23/2023

  We deeply regret such occurrences. Our utmost priority lies in taking meticulous care and precautions to prevent such situations. Unfortunately, there are numerous contractors who compromise on quality when installing A/C units, plumbing, and driveways, disregarding the guidelines set by the Florida Building Code. As a result, any subsequent work becomes susceptible to damage due to their negligence. While we typically do not undertake repairs for failures caused by other companies, as stated in our contract, we decided to cover the cost of the A/C unit repair. We believed it was the right course of action, despite the contractual provisions.
  Ultimately, our intention is to maintain a clear conscience, ensuring that we consistently make ethical decisions. Best Choice Roofing is an ethical company with unwavering moral standards.

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company was removing my shingles from my roof when they moved the dump trailer from my drive they damaged it they also damaged my soffit when they removed the satellite dish from the roof. I talked to the company on March 31st and they told me I would be contacted by the person handling the complaint, no one has contacted me. I called at noon yesterday (April 10th) told them I was going to file a complaint if I didn't hear back from anyone. I was told to give them an hour, hour and a half to light a fire under some butts. I still haven't heard back from them.

  

  Business response

  04/11/2023

  Mr. ****- 

  We were writing on a solution and unfortunately we missed your deadline. I will have a solution by Friday and will call to discuss it with you. This should not have come to this, but it did. I will take care of it. 

   

  Jeff 

  

  Business response

  07/11/2023

  The repair to the driveway was completed by the concrete contractor. This should be closed now, unless I overlooked something, 

  Customer response

  07/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: The contractor called me and told they would be at my house to make the clean up repairs in 30-60 mins, no one showed up. I noticed a few days ago there had been an attempt to clean it up and no contact was made with me. there is still some areas that need addressed and they removed a marker pin in the driveway that was not replaced

  
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired best choice roofing company to take care of my roof back November 2022. I signed the contract and sent them the initial check for over $6k from my insurance. They reached out to me the end of December to inform me that they couldn't do some minor items and that I have to hire a handyman to paint, fix AC cover etc. They scheduled work to be done Feb 3rd. They dropped the dumpster in my driveway Feb 2nd, called me at 8:00am on Feb 3rd to let me know the crew couldn't make it that day and that they will come on Wednesday 2/8 and that the work will be completed the same day, all while my Garage is blocked by the dumpster and our cars has to stay outside. The crew came on 2/8, They did half of the job and they left by the end of the day. There was no one that spoke English that we could communicate with. I called their service line multiple times, They informed me that they would be back on thursday the next day to finish the job. That never happened. On Friday afternoon couple people showed up to finish the job. I informed them that the facisa for the house is supposed to be completely replaced as described to us by John M***** and Nathan. I texted both, called and explained to them the issue. They sent Tye to do he walk through, I explained to him what needs to be completed. He called John M***** on speaker and confirmed that he told me the fascia will be completed in totality. After he hang up with him, Tye informed us that John was incorrect in what he told us and that he will take care of the remaining rotten areas. To date, that never happened. Instead they kept calling an emailing threatening to put a lien on our house if we don't pay the balance. The balance will be paid to them by my insurance company once I sign the form confirming the work has been completed.

  

  Business response

  04/07/2023

  ****** ** ******* ******- First off, I personally apologize for the blunder on our part. It was a mistake that was not intentional or nefarious in nature. It was complete human error.

  Thank you for bringing this to the BBB's attention. I know you are speaking with Kyle S**** and we are going to be replacing the facia which should have been done when the roof went up. We have made internal changes to make sure this doesn't happen again.

  I will make sure everything is done as contracted. Just give us a moment to get it scheduled. 

  If you have any questions, please call me directly. 

  Again, my sincerest apologies. 

  Jeff ***** 

  Managing Partner 

  Best Choice Roofing=
  407-766-3888

• Initial Complaint

  03/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  my roof was torn down on feb 28. 2023 ..the next early morning march the 1st the roofers who could not speak english were up on the roof roofing the house. i ran out as no inspector had been here for the first part of the job. they continued to do the work. i tried to get a hold of shawn but he did not return call or text. later when the job was done shawn called and said a man would be coming out with the completion letter and collect the money. i said i will not sign it as the house was and still is not inspected.. the paper permit is still on my front door. the gooseneck heat vent on the house is over my dryer which is dangerous to run gets too hot... also too small. a man from roofing co took picture of my complaints. before the job started, i signed a letter to allow best roofing to get an outside inspector best choice manager came for me to sign that letter to.do that. the letter is falsely notarized. trying to get a hold of city to get inspector of course no one will be able to now see mistakes. wood was brought but not used, there was no flashing down, gutter is damaged. j r called once but has not told me the name of his inspector. i lost my dear husband and need your help. where do i go from here? edna ******** ************

  

  Business response

  03/09/2023

  There was a miscommunication and misunderstanding of the private provider form for the final inspection of the roof. JR ****, the General Manager spoke to her moments after she filled this complaint and before we received it. The process was explained in completion and the homeowner has a full understanding of the inspection process now.

  The vent for the dryer has been fixed and work perfectly. 

  There were no forged documents of any kind. 

  
  JR **** resolved all concerns with the homeowner. 

  Customer response

  03/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Edna ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩