Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/11/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They did not complete any work, nor did they successfully negotiate more money for my claim. They will not respond to emails, calls or voicemails, and are withholding my settlement check from my insurance company that is for items (mostly damaged furniture) that are not in the scope of work of their contract (roof.) I've been waiting 8 months to cash my check and I've been requesting it back for a month with no reply.

  Business Response

  Date: 04/17/2025

  Our company hasn't collected any funds from the insured or their insurance company. We released ourselves from the claim and instructed their insurance company to issue all checks directly to the insured without our name listed. The insured needs to reach out to their insurance company and inquire on the missing checks.

• Initial Complaint

  Date:03/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  in August of 2022 there was a hail and windstorm. A general contractor company came and offered to assess the damage to my home. They inspected the roof and stated that there was significant roof damage and that they could help me work with my insurance company to get it fix. They stated that they had their own adjusters and that the adjusters hired by the insurance company should not be trust as they only had their best interest in mind and would not give me enough money in the long run to fix all the damage. They also stated that if I worked with them, they would ensure that they would get the insurance funds for roofing, siding and window. Replacing the roof, replacing the siding on the home and fascia, and replacing the window screenings on the home. on 12/22/2022 A work Scope addendum was signed and a check in the amount of $24,503.60 was endorsed and paid to the contractor for the work to be completed. I had too continuously call the contractor to find out when work was going to be done, often times I was ignored, and my calls were not returned. After threatening to contact AZ ROC, the company finally did the roof starting on 3/22/2024. Well over a year after the contractor was paid for the work. it is now 1/27/2025 and the siding has still not been done. I had to once again threaten to go to the AZ ROC if the work was not complete. The contractor sent men to my home in November of 2024, who ripped the original siding off my home and detached garage. My home still remains this way, no other work has been completed, and the contractor again refuses to communicate with me. My neighbors and the city are beginning complaining about my home looking condemned, and hazardous materials have been left in my yard for my dogs and young child to get injured on. They also removed all of the electrical outlets and lighting for outside of my home, front and back and it has become a safety hazard as a result. My home has been vandalized by this company, and they my money gone

  Business Response

  Date: 03/27/2025

  Most of the work is completed, final work is planned for this weekend. Material was dropped off this week and final packages are arriving.

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company replaced our roof in 2021, on Easter Sunday 3/31/2024 it was raining, and the roof started leaking into our living room. The next day I contacted our insurance company and the roofing company Bella Vista GC/Coast to Coast Roofing to tell them what happened. They sent a representative Anthony to review what had happened. This man told us that he took over the crews and fired them all because of these issues and they would send someone to correct. There was much back and forth, the owner of the company Mike Bader showed up unannounced May 24, 2024 and questioned my husband about a pipe that had been removed. My husband told him there was a valve on the pipe that was leaking and due to the roof replacement being so bad it leaked into the house and a month later his company didn't fix anything, so he fixed it. Mr. Bader took that to mean it was our fault the roof leaked, which it was not. He shook my husband's hand and told him they would take care of everything by May 8, we never heard from him again. They had some roofers come out and do some repairs after that, they told us they corrected some things but that whole roof should be redone, and they would tell the Anthony. We were told they would do no more and help our $4200 deductible by giving us $1000 and do no more work. Then they asked us to sign a letter stating the leak was our fault and they were helping in good faith. They have done bad repairs, did not stand behind them...admitted as much on recording on my Ring Camera and are unwilling to do anything more. I just want them to correct what they did wrong and help put my beautiful home back together. I have been without ceilings and carpeting in two rooms since early May 2024. I have attached a timeline of all events to date.

  Business Response

  Date: 07/08/2024

  We had nothing to do with the issues addressed by the homeowner. We've attached a photo titled "Waterline before HO replaced it" which displays in a blue circle the water line that is being addressed. That photo is from our completion photos showing the roof, we don't have an accurate photo showing just the water line but that one is good enough. We NEVER replaced or removed that waterline during our work. All we did was paint it to match the roof. The leaks the homeowner is addressing is from that water line. You can see in another more recent image titled "Waterline replaced by HO" that the homeowner did their own repairs and replaced it. It was once black when we painted it and it is now white. All the white residue around the shingles is from water build up. The homeowner attempted a repair and failed the repair, causing the water leak to become worse. We never replaced, removed, or damaged the water line. All issues being brought up by the homeowner were caused by them.

  Customer Answer

  Date: 07/11/2024

  Not sure we expected anything but more lies from this company!  The pipe they reference was removed not repaired or replaced and the photo they shared was sent to them by us almost a month after they did nothing to correct the issues!  See photo text to Anthony of white pipe!  This company waited over a month to send anyone to correct issues caused by their shoddy work in 2021.  The original leak started where the swamp pad was because it was not sealed when original work was done.  Both the roofers (we have ring video) and Anthony told us that pad should have been removed...ALONG with the pipe they show in their photo.  The original photos that were sent to us after the initial inspection show very clearly the problem at the vent boot that had collapsed that he could not explain and the pad where the cooler had been that should have been removed both had standing water.  The pipe never had standing water or was wet, inside or out.  We removed the pipe on April 22 to prevent any other issues from occuring while awaiting any response from them.  We actually gave their roofers, when they showed, shingles to cover the space where the pipe had been removed.  Please also see the photo of the interior at the location of the swamp cooler pad where you can clearly see outside.  Please also see the letter attached that they sent regarding us repairing a water heater line, which are both inside our home and asking us to take responsibility for all the damage with $1000 of good faith if we say nothing about their bad workmanship!  They are more concerned with the money than with fixing our badly damaged home.  We have jumped through hoops to work with them and they continuously lie and push blame back onto us.  Even told us we should have been sealing our roof every year after it was replaced!  The owner of Bella Vista and also Coast to Coast Exteriors has taken no responsibility for ruining our beautiful home.  I do not accept their explanation and have more video and text/picture proof to show they are lying!  They also claim only a one year warranty on our roof which there is no documentation of.

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with Bella-Vista as rep for me with my insurance to have my roof replaced in April of 2022.
  Although, it took them till June of 2022 to actually do the install, once they started, they finished in a timely manner. On Wednesday March 15, 2023 I called then regarding a leak that was coming through my ceiling, dripping through my ceiling fan/light and onto my bed. They sent a crew out Thursday March 16th to repair between 4 and 6 PM right about when we planned to grill our dinner. NOT a good time. The repair men never even looked up into my attic space, they just started caulking a roof vent, finished and left. When I asked them about my internal damages I got no reply. I called the company on Friday March 17, 2023 at approximately 8:00 AM. I told them about my concerns of saturated insulation and my electrical fixture. I was told he'd have his interior man out as soon as possible. I called again Monday March 20th mid-morning, I was told ***** will call back when he gets off the phone. I called again that same day approximately 2:00 PM. I was told, by the receptionist, that they wanted to send someone out Wednesday, again between 5 and 6, dinner time? I said that won't work, I need someone here between mid- morning and mid-afternoon. She said someone will call to set up. I called again this morning approximately 10:00 AM and spoke to receptionist (Nora) and I was told their interior guy (no name) would call back in 24 to 48 hours. I said that is not good, I need to have someone here, hopefully by tomorrow, Wednesday 22nd. I am currently waiting for a call back from the interior guy, (no name). My concern is the wet insulation can create mold and rot the drywall, plus the water has apparently shorted out the fan motor.

  Customer Answer

  Date: 03/27/2023

  Yes, Bella-Vista did contact me regarding the needed repairs. They sent a two-man crew out on Friday 3/24 to begin, and they finished up on Saturday 3/25. I did not check the attic for insulation repairs since I currently have a bad knee. However, all the patch work required on drywall was completed and ceiling fan was replaced in a satisfactory manner. The crew seemed very competent, so I would assume the insulation issue was corrected also.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My home was approved via my home owners insurance for a new roof and damage repair to the kitchen ceiling. Bella Vista accepted the work and completed the roof after nunerous calls to their office asking for a estimated start time. Took 3 months to get our roof. Bella Vista Represenatives (**** *** *******) assured me and my husband that since Bella Vista does not have a person to complete the Inside ceiling damage repair, I would be reimbursed the amount minus roof cost and can find sonone else to do the work. After several calls and speaking to ****, getting the run around no check and inside ceiling is still damaged. Please help!

  Business Response

  Date: 04/17/2023

  Because there were no major issues with the roof estimate, the roof work was able to be done fairly quickly, as the homeowner stated.   When it comes to interior damage, homeowners don’t realize that much more effort has to go into preparing supplements for interior work. It took our supplement team time to prepare the final supplement for the interior. During the time that the client was waiting for a refund for the interior work, our team was working behind the scenes to supplement the original insurance estimate, because there were several items on the interior work, that were overlooked by the insurance adjuster in the initial inspection.  This process of preparing the supplement, submitting it for review and getting it approved is a lengthy process.  The reason we were not communicating is because there were no updates to give while the process was playing out. In the end we were able to get a significant increase in the claim amount paid by the insurance company. We did everything on our part that we could do to process this claim in a timely fashion.  The homeowner states that we did not communicate and update them during the process.  There were long periods of time when there was nothing to communicate, while we were supplementing the interior.  When we received updates from the insurance company, we communicated with the homeowners.
  The homeowners chose another company to do the interior so, all of the money collected from the insurance company for line items not related to the roof replacement were given to the homeowners to complete those repairs.  ******* *****, their Public Adjuster visited the homeowners at least twice and explained the reasons for the delays.  He also reviewed the estimates with the homeowners to give them a clearer understanding of what the insurance company was paying for all the repairs on their home.  The time and effort expended by our staff in meticulously supplementing this claim resulted in the homeowners receiving double what the insurance company was originally willing to pay out for the additional work to their property, aside from the roof.  Had we not taken these efforts, the homeowners would never have received the amount of money necessary to properly repair all aspects of their home. 
  The homeowners were completely satisfied with the roof job that we did for them and also completely satisfied with the outcome of the supplemented insurance claim.
  
  

• Initial Complaint

  Date:11/10/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Bella Vista on July 28, 2023, as Claims Adjusters to handle my damaged porch roof which was severely damaged in a Monsoon Storm. ****** last name unknown stopped by my house and checked my entire roof out and said my whole roof was hail and wind damaged. He stated that the whole roof needed to be replaced along with the porch roof and would speak to an adjuster about it. A few weeks go by, and I hear nothing. I reach out to ****** and he has me speak to **** ******* from same company. **** tells me the main roof was not looked at by the adjuster and that he was going to ask my insurance for a second inspection from my insurance. Over two months go by, and I still hear nothing from Bella Vista. I have tried ****** and **** on the numbers provided and I still have not heard anything back from either one of them. I contacted my Insurance, and they said the roof claim was denied. To make matters worse I called the Bella Vista main office at 1-888-415-8100 on Oct 27th and spoke with the receptionist and she told me someone would call me back within the hour since they were on the phone. Here we are well over three months since my porch roof was damaged and NO ONE from Bella Vista has contacted me. I would like my contract to be VOID so I can get my porch roof fixed. This Company has the Worst Customer Service that I have EVER encountered. I hired this company so I wouldn't have to deal with the insurance and adjusters. Their Service is Non-Existent!

  Business Response

  Date: 12/07/2022

  I was surprised to see this
  complaint, because we have been working hard trying to service his claim.  Our team has been out to his property
  multiple times at our expense trying to assist Mr. ****** in his claims
  process.  All the time, effort and delays
  have been at no cost to Mr. ******.  We have
  not received any funds from the insurance company or Mr. ******.  Mr. ******’s frustration should be with his
  insurance company, not with our company.  We have been working on his behalf this entire time. We believe Mr.
  ****** filed a complaint with the BBB to get out paying the fees which are part
  of the contract he signed – fees which we already told him we would waive if he
  wanted to cancel his contract.  He has
  been released from his contract  and we have not charged Mr. ****** anything.  We have spoken to Mr. ******, and he is
  completely satisfied with our resolution.

  Customer Answer

  Date: 12/21/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18387183, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  ******* ******