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:05/22/2025

  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.

  On May 22, 2025, I contacted Roofing Pros USA to cancel my contract with them. When I received my free roofing inspection on May 18, 2025, their representative told me that I had 12 days to cancel without any penalties. This morning, I contacted their office by dialing ************** and spoke with ********. I explained to Ms. ******** that I wanted to cancel my contract due to too many negative reports from coworkers who have either used this company or had a bad experience with this company. Ms. ******** informed me that my contract could not be cancelled until I spoke with a manager. I informed her I did not wish to speak with a manager and just wanted the contract cancelled. She again stated that if I do not speak with a manager, it would not be cancelled. I then requested a call back today in order to get this taken care of.

  

  Business Response

  Date: 05/27/2025

  Ms. ******** was wrong in informing the homeowner that she must speak to a manager before cancelling.  **** ****** was in her rights to cancel without speaking to a manager, a phone call to the office is enough.  when any homeowner calls the office, our staff enters notes. Ms. **** ****** spoke with ******** on 5/22 at 9:25am, and her contract agreement was cancelled. 

• Initial Complaint

  Date:04/14/2025

  Type:Billing 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.

  Contacted roofing pros and they assured me they would take care of everything and if i was ever unhappy i could cancel at no charge anytime unless there was a settlement (I have proof of this being said). A long period of time went by before I heard anything about the claim. After the lawyers called I expressed because of the lack of communication over the last month and a half id have to find another company and also called roofing pros to cancel. I have record of these calls and yet they continued to push off canceling until my new company received a settlement so they could charge me 2800 dollars

  

  Business Response

  Date: 05/07/2025

  Dear Ms. ***************** you for reaching out. We have carefully reviewed your concerns and would like to clarify the following points:
  1.     Cancellation Policy
  Our written contract clearly outlines the cancellation terms and any request for cancellation was not submitted within the allotted timeframe, and as such, the cancellation terms remain in effect.
  2.     Communication Record
  Our representative maintained regular communication with you and appropriate updates were provided at each critical stage, aligning with our expectations.
  3.     Use of Claim Number
  Your signed contract included the insurance claim number, which authorized us to proceed with the roof replacement. If this was not the claim number your insurance company ultimately approved, please let us know, as this would void the contract and eliminate any associated cancellation fees.
  

  That said, we remain committed to completing the roof replacement as originally agreed. However, if you prefer to proceed with another contractor, we will honor the cancellation clause in your contract, which specifies the cancellation amount owed.
  

  Please let us know how you would like to proceed.

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23204316
  
  I am rejecting this response because:

  Hiding Legal terms is a misrepresented contract that does not allow for complete informed decisions therefore makes this void. After being lied to and having legal terms hidden that does not make you honorable or trustworthy to have my business. I have also attempted to reach you via email and phone multiple times and all attempts have been ignored. You are taking advantage of a small family in order to gain minimal amounts of money in any way that you can even if it requires deception. I have attached files of proof that these legal terms were hidden when I requested my documents to be sent to me. I also attached files showing where the tarp was placed incorrectly. Also note I have 2 witnesses that heard your sales person state that we could stop this process at any time without being charged. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 05/27/2025

  Our representative maintained consistent communication with Ms. ******* and provided timely updates at each key stage, aligning with our expectations. We are actively working with Ms. ******* toward a resolution and remain hopeful that the matter will be resolved soon.

• Initial Complaint

  Date:01/27/2025

  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.

  On 8/10/24 sale **** ****** *******, came to my home offering a free roof inspection. After the roof lookover, ****** informed me that with the damage to my roof there was a need for ***lacement. I was hesitant as ****** mentioned how his company was familiar with getting insurance companies to fully cover roof ***lacements. Through about 45mins of discussion and questions with ******, he ***eatedly informed me that with his company, having an inspection and filing a claim was completely covered. That Roof Pros had a policy "if the roof is not fully covered through insurance, the contract was void". ****** continued to discuss the no liability on my behalf if the roof was not covered fully by insurance company. Reluctantly I provided ****** with my insurance company information so that he could "get the process rolling" as he mentioned. From then, a gentleman came out to perform what I thought was the "free" roof inspection for an estimate. I received information of the roof estimate from Roof Pros totaling over $30k! This information was provided to my insurance company. I reached out to ****** where he informed me "not to worry, the insurance company was going to cover it or the contract was void". I received a letter through my insurance company stating their estimate of the damages and the amount which they would be covering; this amount was FAR less than the estimate from Roof Pros. I called ****** and left a voicemail no response back. This meant per ****** that the contract was void since insurance did not cover the full amount Roof Pros provided for a ***lacement. January 2025 and I receive a letter from Roof Pros that I owe them $5k for a contract cancellation?! Per their own sales *** information, the contract was void due to my insurance company not providing their full estimated amount. Roof Pros was not clear nor sincere on their advertised promise. They should not provide false information and then try to back channel to take advantage to get a cut.

  

  Business Response

  Date: 01/29/2025

  We are pleased to have assisted Mr. ****** in securing approval for his roof replacement. Contrary to his statement, a full roof replacement was approved. As outlined in the contract, and as explained, Roofing Pros USA honors the insurance estimate. Mr. ****** received a fair settlement from his insurance company, which covered the roof replacement costs. His financial responsibility is limited to his deductible and, if applicable, the cost of additional materials needed to replace any damaged or rotten wood.
  Mr. ****** is welcome to proceed with another contractor, subject to the cancellation terms outlined in the contract. However, Roofing Pros USA would be happy to complete his roof replacement should he choose to move forward with us.

• Initial Complaint

  Date:01/25/2025

  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.

  January 25, 2025. My husband and I contacted this company in October 2023 because we obviously needed a new roof. After agreeing and starting the process I had to contact them in January 2024 asking for an update because we had not heard from them all this time. Well finally in March we got the roof replaced under pouring rain because it rained all day that day. Then I knew that they should have never replaced the roof until it was completely dry because that voids manufacturers warranty. Then in June 2024 we got a document through mail stating that the company Roofing Pros put a lien on the house the day after they installed the roof until we pay them the deductible and **** ****. With no notice at all. The project manager told us ahead of time to write a review on their webpage so that we can get a discount on the **** ****. When I asked him for an estimate he said it was going to be about $1800 which is a lot of money he said himself. How did he know. And when we got the bill it was exactly $1800 for wood we never saw come in through our cameras. Recording cameras. They claim they spent so much on wood when we only got one (1) complimentary plywood. But they are charging us with seven (7) pieces of plywood plus two (2) complimentary. As far as lumber their document says eighty (80) pieces of 2 x 6 and seventy pieces of 2 x 4. All that wood had to be brought in a truck platform or bigger cargo trailer because there is no way all that could in the small trailer they had including their tools. In October when we got hit by Hurricane ****** some of the soffits flew off revealing the kind of work they did. And they were supposed to remove the rotten wood which they didnt they just patched it. But they are charging us with this price gouging amount of money. Yes I contacted the project manager through text message at the same number we use to contact before with no response. I tried to contact him through the email they provided before with no response.

  

  Business Response

  Date: 01/29/2025

  Ms. ****** claims that a lien was placed on the house the day after the roof was installed. This is incorrect. The roof was completed at the end of March 2023, and we waited as long as possible before being required by legal deadlines to file a lien at the end of June due to a significant outstanding balance. The lien was not placed the day after the installationwe waited three months before taking this step.
  Regarding the replaced wood, a substantial amount was rotten or deteriorated and, per Florida building code, had to be replaced. While some small sections of soffit rafters were affected, we removed only the rotten portions (which remain discolored) and reinforced the structure by attaching new lumber to the solid, non-rotten sections for proper support (a standard practice known as scabbing).
  The invoice for the replaced **** was emailed within a week of job completion. Ms. ****** states she did not see **** deliveries on her security cameras; we cannot explain this. However, we provided both the invoice and photo documentation of the replaced wood within a week of finishing the job. Additionally, Ms. ****** referenced "80 pieces of 2x6 when discussing the quantity of wood replaced; however, the invoice correctly specifies the measurement in feet.
  We have documented multiple attempts to contact Ms. ****** via text, email, phone calls, and formal letters. A substantial balance remains unpaid. If the balance is not settled in full, we will be forced to enforce the lien soon. We sincerely hope to resolve this matter amicably and receive full payment to prevent the homeowner from incurring additional legal costs. Please contact the office or stop by to pay the remaining balance or arrange financing.

  Customer Answer

  Date: 02/01/2025

  Roofing Pros USA

  You are not able to explain much but you are threatening us with that lien. Meanwhile we have to pay you and hire someone else to remove all that rotten wood your employees left on our roof.We also made multiple attempts to contact Mr. ****** amicably with no response from him. 

  Customer Answer

  Date: 02/12/2025

  Has not been resolved.

  Customer Answer

  Date: 02/12/2025

  
  
  

  Roofing Pros USA

  You are not able to explain much but you are threatening us with that lien. Meanwhile we have to pay you and hire someone else to remove all that rotten wood your employees left on our roof.We also made multiple attempts to contact Mr. ****** amicably with no response from him. 

  

  Business Response

  Date: 02/19/2025

  We are puzzled by the rejection, as we provided clear documentation through photos and the invoice, showing the replaced wood and the reinforcement of the structure by securely attaching new lumber to the solid, non-rotten sections for proper support. The work was completed to code, and no additional work is required.
  

  Despite our continued efforts to reach out, we have not received a response. If the ****** family would like to contact the ************ *************) or visit in person, we kindly ask that they schedule an appointment to ensure the appropriate production person is available. Alternatively, we are happy to schedule a time to inspect the areas of concern at the home. We would be happy to provide further clarification.

  Customer Answer

  Date: 03/01/2025

   
  Complaint: 22856991
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

  Even though we are rejecting this response we have to pay Roofing Pros for the poor job done and for wood they did not replace because they keep threatening us with that lien. 

• Initial Complaint

  Date:11/25/2024

  Type:Order 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.

  10-18-24 - I established contact with a Roofing Pros USA, Sales Agent ***** ******. At which point I agreed to and filed paperwork with the company to assess and repair my roof. Subsequently, I started research on Roofing Pros USA right here on the BBB website. After reviewing the complaints I was able to ascertain a pattern of deceptive business practices. 10-19-24 - I called the next day (I have voice recordings) to cancel my contract to do business with them. I was told that someone would be calling me. - ***** ****** called, I told him that I didn't want to do business with them. He told me that there was nothing further that I needed to do. - 2 weeks later I get a call from a lady from the company who I thought was from the company that I was currently working with. Once I figure out that she was from Roofing Pros USA. I called her and told her that I'd called a few weeks prior to terminate my agreement with them within 24 hours of speaking to the sale agent. She went on the tell me that he placed notes in the system that I stated that wanted to continue to do business with them, when I didn't. ***** has now LIED twice. Once to me and to his own staff. - After many calls explaining to manager ******* *****, this company now wants to charge me $3000 dollars to cancel the contract. Of which I can only draw the conclusion that they will attempt to place a lean on my house as they have done so many others. $3000 and they haven't lifted a single finger and done any work at all. Their people lied to me to stall the contract beyond the cancellation point. It is beyond deceptive business practices to do this to a war veteran with PTSD and a hurricane survivor trying to put our lives back together after back to back hurricanes

  

  Business Response

  Date: 12/04/2024

  While we believe the complaint is inaccurate and lacks critical context, we have decided to release Mr. ******** from his contract and all associated obligations.

  Customer Answer

  Date: 12/04/2024

   
  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.

  I just wanted to do business with honest people who wish to do honest business with me. Nothing more, nothing less. I appreciate your support and I appreciate the company for coming to this resolution.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:08/19/2024

  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.

  Roofing Pros USA. Trespassing and soliciting, with very large no soliciting sign in obvious view (under doorbell) and no trespassing sign at top of driveway.

  

  Business Response

  Date: 09/20/2024

  Roofing Pros USA values and respects the privacy of all homeowners, and we assure you that we were not soliciting, but rather offering a free roof inspection as part of our services. Our intention was to provide assistance to those who may need roof repairs, especially in areas prone to weather-related damage.
  Thank you for bringing this to our attention, and once again, we apologize for any inconvenience caused.

• Initial Complaint

  Date:08/19/2024

  Type:Product 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.

  The roofing company has been paid by me and the insurance company. Want them to remove the lien they fraudulently placed against my home

  

  Business Response

  Date: 09/20/2024

  On 8/20/24, Mrs. ******** contacted our office regarding the outstanding balance owed by the insurance company. We informed her, as we have previously communicated in our letters, that we are still awaiting the full payment from the insurance company. Unfortunately, the final check received was only for half of the total balance.
  
  Roofing Pros USA is committed to timely resolution but is currently facing delays due to the insurance company's slow response. This situation is challenging for everyone involved. We appreciate the ********* continued cooperation as we work to secure the remaining balance from the insurance company.

• Initial Complaint

  Date:08/14/2024

  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.

  I am writing for help. We were contacted by the roofing company last year. The roofing team assess my property and determine that a new roof was necessary. We were told that we would be able to handle the entire process without any additional involvement based on your assurance. We agreed to let you give us a price for the roof, unfortunately, after the initial visit and discussion, there has been no progress on the roofing project. The lack of progress has not only caused us significant stress, but also put us in a precarious position, especially since we were advised in any delays could impact our insurance coverage you had been trying we have been trying to reach you Repeatedly, but we have not received any updates or follow up additionally, we countered issues with the pricing $38,000 is a crazy price for a roof which we only found out a couple days ago. There is definitely been a lot of misunderstanding given the circumstance I requested media cancellation of the roofing project , and we hope that youre able to help us thank you

  

  Business Response

  Date: 09/20/2024

  There is a misunderstanding, so let's start at the beginning.  Jan 10, 2024 the homeowner signed our contract after our Project Manager inspected the roof and found storm damage that would qualify the homeowner to file a claim with their insurance provider for a full replacement of the roof.  The homeowner would only pay their deductible and we do not collect that until after we build the roof! NO money upfront. A claim was filed with ********** and unfortunately State Farm is not playing fair, they denied the claim. The homeowner's roof has recordable storm damage, so we recommended they talk to an attorney.  The homeowner signed a retainer ******************, **** on March 11, 2024. Roofing Pros USA supplied the attorney with our damage report, along with photos, and a roof estimate.  The attorneys at ***** Law work hard to settle these cases as quick as possible but typically take 3 months to 9 months depending on the insurance company.  This claim has settled between the homeowner's attorney and State Farm just a few days ago on Sept 18th.  The attorney has been trying to contact the homeowner but has had no luck with multiple phone calls. The contract the homeowner signed with Roofing Pros USA is valid and we would like to finish what we started.  If the homeowner would please call back their attorney, we can start our process. sitting with homeowner and selecting the shingle color they want. helping them get the *** signed so we can pull a permit, then our production department will schedule materials being delivered and the dumpster being set, and the day the build will start.  

  This homeowner's complaint feels like because they have been waiting months, nothing has been happening. Attorneys do not update the homeowner until settled so Roofing Pros USA does. The ************* person assigned to this account is ******* *****. ******* has talked with the homeowner every month, giving updates.  Roofing Pros USA is looking forward to completing this roof with our 5-star customer service.  If they would like to talk with me directly, I'm at the main office Monday thru Friday 8:30am to 5:00pm 

  Roofing Pros USA **************

   

• Initial Complaint

  Date:08/12/2024

  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 came to my house made all arrangements for a new roof everything was great my insurance company sent a first check before starting job after the job was finished all inspection was done they did received the other check some ************* picked up the check and then I had to sign it I guess lack of communication the other party did not tell Roofing Pro so they went to court and put a link on my house I spoke to them that someone had to check you were supposed to call me back. Do you have the party? **** from Roofing Pros illegally put a lien on my house. I had to go to courthouse. Ill pay to sue this company, they got paid in full for the job and still have a lien on my house when I was not the one that had the check their third-party people had the check. I spent all last week on the phone speaking to ***** and she seems to know nothing. Guess Ill have to wait for my court dates and my time off work. Definitely not a good company to deal with at all.

  

  Business Response

  Date: 08/28/2024

  An outstanding balance remains on this account, as explained to ********************. At the time of the complaint, a large insurance check was awaiting endorsement by the mortgage company. This check has since been received and credited to the account. The remaining balance consists of the deductible and additional materials used. Once the balance is paid in full, the account will be closed, and the warranty package will be sent.

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22131765
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/11/2024

  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.

  Roof was installed but during installation, contractor broke my stone staircase - their "fix" doesnt match as they tried to make the stone by hand and paint it. They also spelled tar on various parts of the house stucco and haven't fixed it. The roof has been leaking in the same spot for the last year + and the two times they have came out to repair it, it hasn't been repaired. And is still leaking.

  

  Business Response

  Date: 08/28/2024

  We have been in contact with **************** and are working to resolve any outstanding issues.