BBB Accredited Business since
BBB Business Reviews may not be reproduced for sales or promotional purposes.
Request a Quote
A BBB Accredited Business since
BBB has determined that AAA Roofmasters, Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for AAA Roofmasters, Inc include:
- Length of time business has been operating
- Response to 18 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||14|
|Total Closed Complaints||18|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Type of Entity
Roofing Contractors Roofing Service Consultants Skylights Solar Energy Equipment & Systems Dealers Solar Energy System Design & Installation Contractor - Metal Roofing Contractor - Tile Roofing Commercial Roofing Contractor - Flat Roof Gutters & Downspouts Roof Cleaning & Stain Removal Roof Cooling Systems
Alternate Business NamesRestoremasters
5991 Chester Ave Ste 110
Jacksonville, FL 32217 Directions
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Additional Phone Numbers
- (904) 786-5607 (Fax)
Additional Email Addresses
- - Sales
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
|4/29/2015||Problems with Product/Service | Complaint Details Unavailable|
|2/4/2015||Problems with Product/Service | Complaint Details Unavailable|
|2/3/2015||Problems with Product/Service | Complaint Details Unavailable|
|12/10/2014||Problems with Product/Service | Complaint Details Unavailable|
Read Complaint Details
Complaint: AAA Roofmasters has violated/defaulted/ not completed the terms of their contract.In addition they have gone up on their original contractual cost by $5.405.12 without any cost breakdown. I have requested they do this and they haven't responded.They still haven't performed a final walkdown with the owner to assure our complete satisfaction,because there are punch list items that haven't been addressed and resolved.They required us to have our grand piano taken completely apart by a trained technicial because they dropped pieces of shingles and beads inside it. They have damaged the our outside AC condenser to the point it wouldn't work. Their insurance company hasn't refunded us the money we paid both contractors.They haven't installed gutters that were included in their contract.They were supposed to have water damage to inside of house(walls and ceiling..they were supposed to do repairs and painting..they told us to get our own contractor,and we would use the money out of the insurance money,which this job fell under the auspices of(including roof replacement) Another inconvenience for us not knowing any qualified painting contractors.We still don't have proof that the city inspector has shown they passed final inspection.They haven't notified insurance company of additional cost of reinstalling solar collectors that was underestimated by ins. adjuster.They were supposed to install squirrel covers on roof vents...We don't know status.This is a partial list...They wanted all the insurance money upfront,even though the check was made out to my wife and me and them...they hadn't even begun the job...After consulting with insurance company I agreed to give them half of the original check,when a friend who is a ******* ********* advised me against it.When I gave them the check and told them not to cash it till I asked the bank when I deposited it. Even though I tried to contact them several times to tell them when money would be available the next day.not enough room to complete story
Desired Settlement: Although not inclusive; we want monies from insurance company to pay for replacement of AC unit;reimbursed for piano tuning/cleaning...finish all the unfinished tasks within the contract. Deduction of insurance mony for painting and gutter replacement. Detailed explanation of additional monies they have "tacked" onto to the original contract.Explain why they acted as a Public Adjuster when their wasn't one on the initial phase of interacting with the insurance adjuster
Company's response below:
Complaint: ******** I am rejecting this response because: the facts are being misrepresented. I will provide the documentation to prove my story with the registered letter they were sent June 20,2014 identifying what work had not been completed and when they raised the final price $5000over the original contract price they ignored my request for itemization of those costs. They still have not replied to my letter. In that letter I told them I would pay them once costs were itemized,when they completed their work. We also need to deduct money paid to other contractors for work that was their responsibility. Thank you for allowing us the opportunity to add to the twelve complaints they had with the BBB when we made the mistake of hiring this unscrupulous roofing company. We will be providing hard copies of records as I cannot download by my phone Thank you, ***********
I am rejecting this response because: the facts are being misrepresented. I will provide the documentation to prove my story with the registered letter they were sent June 20,2014 identifying what work had not been completed and when they raised the final price $5000over the original contract price they ignored my request for itemization of those costs. They still have not replied to my letter. In that letter I told them I would pay them once costs were itemized,when they completed their work. We also need to deduct money paid to other contractors for work that was their responsibility. Thank you for allowing us the opportunity to add to the twelve complaints they had with the BBB when we made the mistake of hiring this unscrupulous roofing company.
We will be providing hard copies of records as I cannot download by my phone
Problems with Product/Service
Read Complaint Details
Complaint: At the same time Roof masters was taking the shingles off the roof on May 27, 2014 I was also having my refrigerator repaired and was asked to shout the water off to the house. When I went out side I stepped on 3 nails. and the next day I was going to drive out of town for two grandchildren's graduations. I ended up in the hospital for 5 days. This is not the main issue.I feel my roof has not been completed. The rain guttering was damaged by Roof Masters, Inc. (pictures were provided to Roof Masters, Inc.) I also question the over hang of thee shingles, which, according to the manufacture's specification, are suppose to overhang 1/4 to 3/8 inch. Some of the shingles appear even with the drip edge.
Desired Settlement: Replace the back guttering, with new gutters. Also properly ensure that the shingles are in accordance the appropriate specifications requirements by law. Also, I should be compensated for the delay in time spent for trying to contacting your company, your representatives, waiting for promised responses to the many e-mails and phone calls I have made. I feel that your company and management are irresponsible, completing this job.
Company's response below:
I am rejecting this response because: They came out and did part of the work needed however they have not completed it by replacng the gutters and 2 area's of the flashing. Also the screen needs to be replaced which they stated they would. I call and no more return calls except one last week and the said they would be out and never showed up.
******* ******* ***
Read Complaint Details
Complaint: Cornerstone Restoration, aka RoofMasters, RestoreMasters or AAARoofMasters. Engaged in deceptive sales practices, questionable billing policies and deceptive/non enforceable sales agreements/ work estimates for roof repair. They bid on my roof repair, but when I didn't go with them, they billed me a "cancellation fee" of $1,400 based on a prelim agreement (even though they did no work) and when I didn't pay, sent it to a collection agency. 1) They came to my house after a hail storm and offered a free assessment of my roof (verbally). They climbed on the roof and said I had damage. 2) I scheduled insurnace adjuster. Cornerstone sales guy said he would come back at same time as adjuster. Said I needed to sign a document "allowing them to talk with insurance company," and if the claim was approved, it allowed them to bill insurance co directly. Said if insurnace company declined claim, agreement void. No scope of work or cost estimate was provided in agreement. Verbally sales guy said "doesn't committ you to anything". I foolishly signed3) Insurance co agreed roof needed to be replaced, but due to age of roof/my policy, they would cover pro rated replacement cost only, not full value. Insurance co refused to work with roofer, cut me check instead, told me to bid it out and any cost above check was on me to pay.4) I bid out, asked Cornerstone to bid. Went with another company with a lower bid. 5) Cornerstone bills me $1,400 cancellation fee under the name AAARoofing. They did no work. We never agreed to any scope for a cost. They never scheduled workers or ordered materials (so they incurred no costs) On the back of the prelim agreement I signed, buried in a page of legal disclosure, it says if I canceled they would charge me the $1,400 fee. Despite the sales guy saying no obligation.6) They also then submitted a document for $30k to my insurance company for my address. Document indicates "work completed" and they expected payment when insurance co called them.
Desired Settlement: I want them to void the $1,400 cancellation fee. Call off the collection company. Correct any information they submitted to the credit bureaus on me. I also believe they should remove this cancellation fee clause and prelim agreement from their sales process. It is deceptive. No other roofer I contacted had anything like it. The other roofers gave me a clear, written, no obligation bid. Cornerstone did the same deceptives sales process with my neighbor.
Owner **** ***** spoke with Customer Mr. ****** and we Voided the Cancelation fee. The collections Mr. ****** spoke of in the complaint was our office. Not a collection agency. I think that this has been resolved. I think it was miss communication as the homeowner signed a contract with us and canceled after the 5 day allotted time..But I feel it has been resolved.
AAA Roofmasters Inc
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 1*******, and find that this resolution is satisfactory to me, pending one confirmation.
Yes RoofMasters/RestoreMasters voided the charge in their system, per my conversation with ****, the president. But it is incorrect to say they didn't send it to a collections agency beforre - they did (I got the calls and letters to prove it). However, I called the collection agency directly myself and confirmed that my "file" was closed/resolved.
The only remaining concern I have is whether RoofMasters/RestoreMasters or the collections agency submitting anything to any of the credit bureaus, in terms of a "late payment". My concern being that this hasn't been corrected if it occured. It will be difficult for me to fix this if that is the case. I am currently trying to pull my credit report directly to see if I can verify it is clean of this issue. Once I am able to do that, I will be satisfied.
|3/11/2014||Problems with Product/Service | Complaint Details Unavailable|
|2/25/2014||Problems with Product/Service|
Problems with Product/Service
Read Complaint Details
Complaint: I have had numerous issues with AAA Roof Masters (ARM) in the Jacksonville area. I paid them to replace and paint the hardie board and trim on my chimney and clean my gutters. The original job took over four times the amount of time quoted (over 12 hours) and was not done properly which was later confirmed by ARM. I sent a letter and photos to the owner showing the defective work. they sent the General Manager out to try and improve the work that had been done by the unqualified workers. Due to the weather, he was unable to finish painting and caulking the hardie board and trim. He did not finish cleaning out my gutters which I had also already paid for. I have in writing that they would give me a check within 7 days for all unfinished work and paint and would be back to complete the gutters. I was also told I would be sent my warranty which I have not received. It has now been 2 weeks and the General Manager will not call me back. It is raining and I now have water coming in my chimney which was never an issue before.
Desired Settlement: Within the next two weeks they need to make repairs to ensure water is not coming in my chimney causing additional damage. Finish painting and caulking and clean the gutters or reimburse me to have someone else do it. Give me a copy of my warranty. If the work can not be completed in this timeframe I would like to be fully reimbursed in the amount of $800 to hire a qualified company to properly complete the job.
Business Response: We sent out ****** to the address but the home owner wasn't there. We also tried calling and left a message and never got a call back. We also taped a check in the amount of $115. on the front door for reimbursement along with the warranty on the door. As of today we still haven't heard anything back from the home owner.
-****** ******* (Production Manager)
I am rejecting this response because: I called ****** back and left him a voicemail. I also followed up with an email to him, but I did not here back from him. I will try and call the company today to talk to ****** who replied to my complaint. Regards, * *******
I am rejecting this response because:
I called ****** back and left him a voicemail. I also followed up with an email to him, but I did not here back from him. I will try and call the company today to talk to ****** who replied to my complaint.
Business Response: I spoke to Ms. ******* probably about 15mins ago. She told me that she tried to call the repair guy back @ 8:03 pm. Since it was after hours my guess is that ****** was probably tucking his 3 kids into bed. She did say that she tried to email him as well. The guys are doing repairs during the day and are on roofs most of the time. Myself and the manager sent him a text letting him know that she is trying to get a hold of him. Ms. ******* said that she can't get to her phone most of the time because she is busy that it would be better to email her so I got her email address and sent her an email so she could contact me with any problems and I also sent her email to the repair guy. It looks like she complained again before calling our office for assistance. I am more than happy to help her with her problems and to get a hold of ****** since they are having a hard time reaching each other. She did complain to me about her chimney leaking. Per contract we didn't do anything connected to her roof we fixed the siding on the back side of her chimney which isn't connected to the roof, it runs down the back of the house. We will send ****** back out there but it probably won't be until tomorrow.
|9/9/2013||Problems with Product/Service|
|7/17/2013||Problems with Product/Service|
Problems with Product/Service
Read Complaint Details
Complaint: Roofing contractor installed gutters last summer and the gutters were not installed properly and are not functioning as they should be. Roofer has not resolved this after talking with him over a month ago.
Desired Settlement: Either repair or refund
Business Response: We have spoke to Ms. ***s and let her know a work order has been sent out and is suppose to be taken care of in the order in which it was received. This order has been marked as urgent and will be taken care of.
Problems with Product/Service
Read Complaint Details
Complaint: Several leaks have been reported to the business. Numerous attempts at least 3 have been made by the business to fix the leaks. The leaking is getting worse with each attempt, now it's coming thru my pot lights, skylights and sliding glass door threshold from the ceiling leaks and is causing water damage to my electrical, carpeting and drywall. The approximate date range for requests for repair have been made as follows from recent to oldest complaint:1) 7/1/13 @ approximately 2 PM - sliding glass door leak, 2) 6/22/13 @ 1:26 PM- leak thru pot light and 3) March 2013 numerous leak stains noticed. At least two separate handy men have been out to look at the issue on three instances. The owner refuses to return our calls. Only the saleswoman and handymen contact us. The original roof replacement was due to missing shingles, there were no leaks prior to AAA Roofmasters roofing job in August/September of 2012. The workman removed the skylights in error and the problems have centered around that removal and inferior work. I was given the business information from the saleswoman, Business owner's name- ***** ******, address - **** ******* *** *** **** **** ** *****, phone ###-###-####
Desired Settlement: We would like to have the skylights replaced with better quality products like those that worked for 17 years to stop the leaking issues. We would like the roofing and all interior damages corrected, replaced ,repaired and checked for mold at the companies expense to make us whole.
Business Response: We have put out a work order for this address
**** ***** *** ****
************* ** *****
I have Spoke to Mr. **** and explained that we are going to take care of the matter and the work order have been turned in and will be taken care of in the order in which it was received. It has been marked as urgent and the repair man has said that he is going to try to make it out there today as he was suppose to yesterday but he isn't able to work when it is storming. We are sorry for the inconvience.
|11/28/2012||Problems with Product/Service|
|10/24/2012||Problems with Product/Service|