Complaints

This profile includes complaints for ELO Roofing LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ELO Roofing LLC

  3415 Kori Rd Jacksonville, FL 32257-5470

  
• 

  ELO Roofing LLC

  7 Old Kings Rd Ste 6 Palm Coast, FL 32137-8229

  

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:05/03/2024

  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.

  $27,964.11 for new roof in Oct. 2023. Roof leak March 2024. A repair was made on roof 4/10/24, and to ceiling in home on 4/30/24.
  Repair does not match rest of ceiling in home. ELO refuses to correct the problem.

  

  Business Response

  Date: 05/10/2024

  *** *********,
  
  We would like to provide further clarification regarding the leak issue. Upon investigating the reported leak, we found that the chimney trim boards and storm collar were in poor condition. We could not confirm that the recent roof work contributed to the leak. However, we proactively re-shingled the area around the chimney. You agreed to proceed with the chimney repairs we recommended. Although it was not established that the roof was the cause of the leak, Elo covered the cost of repairing the area discolored by the chimney. We also provided a comprehensive estimate for repairing the rest of the ceiling to ensure a consistent color match and offered you a credit towards this estimate. Unfortunately, you declined this offer. Throughout this process, we have endeavored to provide prompt, caring, and transparent service. If you have any questions, we’d be happy to speak with you at our main number ***** ********.

  Customer Answer

  Date: 05/10/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: 
    refusal to honor waranty. roof replaced 10/23/2023,cost $27,213.11.Roof leaked into attic and family room in March 2024. Faulty workmanship/lack of sealant around chimney- cause of leak. The cause of the leak was confirmed by the roofer’s own inspectors on two separate visits to the house as well as by three independent contractors. Contractor repaired roof on 4/10/24. Repair to damage ceiling was done on 4/30/24, but resulted in mis-match of coloring and texture. Contractor was presented with 3 estimates, the best being $3,600 to replace the texture and paint the ceiling. Again, on 5/9/2024 and on 5/10/2024, contractor refused to honor waranty and fix the ceiling to condition prior to the leak. 
   
  
  

  
  

  
  

  
  

  
  
  

  Customer Answer

  Date: 05/22/2024

  In an effort to save on their own cost and despite their own negligence , ELO Roofing still refuses to honor their warranty.

  Customer Answer

  Date: 05/22/2024

  ELO’s own inspectors' reports and photos do not show that the leak in our family room ceiling was caused by any other issue other than from the roof and a lack of proper sealant when the roof was put on. We had two other roofers and two other contractors inspect the damage where the leak occurred and take photos. Everyone agreed that the cause of the leak was a lack of proper sealant when the roof was put on October 29, 2023.

  

  Business Response

  Date: 05/28/2024

  Dear ****** *********,
  
  We have reviewed your response and would like to ensure all relevant information is clearly stated.
  
  ******, the most recent replacement of the roof for the home you currently reside in was done on October 23, 2023. To our understanding, you were not the homeowner then.
  
  The previous homeowner opted out of having the flashing replaced due to there being no issues with the flashing. Due to the flashing not being replaced during the re-roof on October 23, 2023, the flashing is not covered under the workmanship warranty provided by Elo Restoration. Once a roof is replaced, we have a contractual agreement stating that Elo Restoration is not responsible for: Any existing flashing or skylights that leak after installation of new roof.
  
  ****** ********* contacted Elo Restoration LLC DBA Elo Roofing regarding four leaks in the same area, close to the chimney, in his family room on March 28, 2024.
  
  To further assist and try to resolve the issue for customer satisfaction, we proceeded with conducting a water test on April 4th, 2024, in order to have confirmation of the cause of the leak. In the report, sent to ****** ********* on April 8th, 2024, it clearly stated that there were 2 known causes of the leak he was experiencing:
   1. The Storm Collar around the spark arrestor was allowing water into the inside of the chimney flue.
  2. There was also a piece of trim board on the left-hand side of the chimney that had a hole in it that was allowing water inside the chimney flue.
  
  With these conclusions, Elo Roofing offered *** ********* a repair plan to fix the two known issues and remove and replace the shingles around the chimney to ensure there was enough roofing tar on the flashing and shingles. The removal and replacement of the shingles was covered under warranty and the storm collar and trim piece would have had to be paid for by *** ****** ********* the homeowner.
  
  ****** then proceeded to confirm via email that he had the storm collar replaced and the trim board sealed the first week of April of 2024. ****** then acknowledged the technician's report confirming that the flashing did not need to be replaced.
  
  After confirming the replacement of the storm collar, the sealant of the trim board and that the flashing did not need to be replaced, Elo then proceeded to confirm the cause of the leak was persistent with both the storm collar and the hole in the trim board.
  
  Once all repairs were completed, ****** proceeded to inform us on the interior damage above his fireplace. Elo responded by setting an appointment with an interior contractor on April 30th, 2024. Elo covered the interior repair for the interior contractor to replace the drywall and paint the areas where the leaks occurred which was at no cost to the homeowner, ******. This was done as a courtesy since two of the main issues that were causing the leak were not under warranty (Storm collar and the hole in the trim piece). The interior contractors estimate to paint the entire living room and kitchen (due to them being tied together) was $1,100.00. Elo offered to provide *** ********* with a credit of $250 after the interior contractor already repair the interior damages. *** ********* could have used the $250 credit to either go towards having the entire ceiling painted or if he would have liked to find a different company.
  
  As a renowned and preferred roofing contractor, our mission is to provide excellent customer service and ensure customer satisfaction while taking responsibility for any unfortunate contretemps. Despite our extensive efforts to accommodate *** *********, we must address the unjust criticisms against our company. The issue of a full ceiling being retextured and repainted is not within our responsibility or obligation.

  Customer Answer

  Date: 05/28/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
   Complaint: ********
  Complaint: ********
  I am rejecting this response because: replacing the cap on the chimney was done prior to the roof leak. However, after we were told by ELO Roofing that the chimney somehow contributed to damage caused from the roof leak, we had the chimney contractor come back to the house and inspect the area for any issues that might have caused the leak ELO Roofing was suggesting. 
  The Chimney contractor confirmed what two other roofing contractors that inspected the area stated in their reports: the roof leak was caused by not enough roof tar sealant being applied to shingles when the roof was replaced on October 2023. ELO’s own inspectors after two different trips to the house agreed that that was the cause of the leak. ELO roofing also acknowledged in written communication with me that they were responsible for repairs under the warranty due to a lack of  sealant being applied to shingles when the roof was done in October 2023.  Regarding ELO‘s warranty, I paid ELO to transfer the warranty to me. Regarding the damage to the roof, ELO Roofing sent one of their contractors to correct that problem by removing existing shingles and reapplying more roofing tar this time to shingles around the roof. Regarding damage caused to the interior of the house ceiling, ELO Roofing sent one of their contractors to make repairs to the ceiling. Photos are attached that show the repair made by ELO Roofing and the subsequent correction repair I paid another contractor to complete. ELO Roofing requested and received three estimates to fix their repair to the ceiling. The company to fix ELO Roofing’s repair was the low bidder.   By Enlarging the photo of the ELO Roofing repair to the ceiling, you can clearly see that neither the color nor the texture match the rest of the ceiling which is why a correction had to be made. We did not ask ELO Roofing to replace the texture and paint on the entire ceiling of the house, only the area where the leak occurred which would bring the ceiling back to the condition it was in prior to the leak. 
  Regards
  ****** *********
  

  
  

  
  

  
  

  
  
  

  Customer Answer

  Date: 06/02/2024

  We received reports from two other roofing companies and from an independent contractor who examined the damages. ELO Roofing company’s suggestion that the chimney was responsible for some of the damages of the leak is ******. It appears to be an attempt to deflect from full responsibility under their warranty. I bought the house February 9, 2024 and paid ELO Roofing company to transfer the warranty from the previous owners to me, which they did. What they haven’t done is honor their warranty by fixing all of the damages. It’s ludicrous to think that without matching the ceiling texture with painting that a repair would match the rest of the ceiling. I furnished them with three estimates to correct their botched attempt to fix the ceiling in our family room. The low bidder was hired and completed the job. ELO Roofing company owes me $3600 for repairs to the ceiling in our home.

   

  

  Business Response

  Date: 06/03/2024

  *** *********,

  We do understand your frustrations and we have continued to provide support to assist to the best of our ability with what we feel we are responsible for. 

  As stated before, the water test preformed gave a clear assessment of the main 3 causes of the water damage above your fireplace which is directly linked with your chimney. Which states, 1. The Storm Collar around the spark arrestor is allowing water into the inside of the chimney flue. 
  2. There is a piece of trim board on the left side of the chimney that has a hole in that is also allowing water inside the chimney flue. 
  The 5x5 flashing at the bottom of the chimney may be allowing water into the attic but it does seem like the flashing is bad. 

  We can confirm the transfer of warranty from the previous homeowner to you as well as the warranty terms and conditions.

  In the warranty, it states 'This warranty does not cover any leaks in the roof caused by: the acts or omissions of other trades or contractors; lightning, winds of peak gust speeds of 55 m.p.h. or higher measured at 10 meters above ground, hail storm, flood, earthquake or other unusual phenomenon of the elements; structural settlement; failure, movement, cracking or excess deflection of the roof deck; defects or failure of materials used as a roof substrate over which the roof system is applied; faulty condition of parapet walls, copings, chimneys, skylights, vents, supports or other parts of the building; vapor condensation beneath the roof; penetrations for pitch boxes; erosion, cracking and porosity of mortar and brick; dry rot; stoppage of roof drains and gutters; penetration of the roof from beneath by rising fasteners of any type; inadequate drainage, slope or other conditions beyond the control of Contractor which cause ponding or standing of water; termites or other insects; rodents or other animals; fire; or harmful chemicals, oils, acids and the like that come in contact with the roofing system and cause a leak or otherwise damage the roof system. If the roof fails to maintain a water-tight condition because of damage by reason of any of the foregoing, this warranty shall immediately become null and void for the balance of its term unless such damage is repaired by Contractor at the expense of Owner.'

  Meaning, The repair scope of work covered under warranty:
  Remove the shingles around the chimney. Make sure there is enough roofing tar bonding the flashing. Replace the shingles that were removed. (ELO completed)
  Interior repair where the water intrusion is occurring. (ELO completed and paid for)
  
  Not covered under warranty:
  Replacing any trim boards or siding on the chimney. 
  Replacing the storm collar. (You already replaced this so no need to replace it again.)

  As we do understand you were not the original home owner of this property when the roof was replaced in October 24, 2023, however you did receive the transfer of warranty and the terms of the warranty. Due to the previous owner opting out of having any flashing or trim boards replaced as ELO suggested, this unfortunately does not fall under 'faulty condition' for we did not originally install the roof therefore not able to cover that under warranty. ELO Roofing has honored the warranty to its entirety. 

  Customer Answer

  Date: 06/26/2024

  Thank you. We just got the reimbursement check this morning. 

• Initial Complaint

  Date:09/20/2023

  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.

  Elo roofing repaired my roof on July 17,2023. I thought things were repaired until my HVAC repairman took pictures and showed me cracks in the roof as he ran ductwork through the attic. I only want these areas closed in repaired completely!

  Customer Answer

  Date: 09/21/2023

  Good morning, this is ****** with Elo Roofing. I am contacting you regarding the work order that was placed on your file. Our COO and myself have reviewed the photos that you sent in. The daylight seen is coming in from the soffit. The soffit is something that we do not touch during the build unless absolutely necessary. We recommend that you get a painter to paint and seal all the soffit to prevent the light from coming through and to prevent any damage. Please let me know if you have any questions. Thank you.
  

  This is the reply I received from Elo Roofing regarding my roof!  How can a company say they are replacing your roof but leave cracks throughout it?  How is this ok?  

  
  

  

  Business Response

  Date: 09/25/2023

  At Elo, we focus on the roofing project or any other areas that we have agreed to with our clients. This item is not something that was included in the scope of work for the project and was not identified before or during the project. Of course, if we notice any issues while working, we bring them to the attention of our customers and work to address them. Though the only time we manipulate a soffit is when there is rotten wood around it. It's important to note that this particular concern is not within Elo’s scope of work and would’ve resulted in an additional charge or a referral to another company to assist you with the area of concern. Regardless, we want to make it clear that this would not cause a threat to your roofing system.

  Customer Answer

  Date: 09/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:07/23/2023

  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.

  ELO Roofing completed a new roof install due to Hurricane Ian damage. The final bill is 30% higher than their estimate but they refuse to explain their bill. I have emailed them 4 times in the last 4 weeks but they refuse to respond in writing. They have placed a lien on the property and now are sending us to collections.

  

  Business Response

  Date: 07/27/2023

  First and foremost, I want to express my genuine understanding of your frustration and concern regarding your experience and perceptions of your project. Please know that we take your concerns very seriously, and our primary goal is to ensure that your roof replacement is one of quality, care, and the work performed is one of longevity. 
  I understand that navigating a property claim can be overwhelming and confusing, especially when it involves complex billing procedures. I firmly believe that the root of the issue lies in a lack of comprehensive understanding of the intricacies involved in the claim settlement process. Our team is committed to working together with you to address any misunderstandings and provide you with a clear and accurate breakdown of the billing.
  Rest assured, our top priority is to be transparent and forthcoming in every step of the way. We want to make sure you are fully aware of the details and that you feel confident in the final resolution.
  Please know that we are here to support you through this process, and although some communications may have been missed, or opportunities to clarify questions you’ve had may have not been clarified, I do see an honest attempt by Elo Team members to try and address these concerns with you. 
  Thank you for entrusting us with your project, and we look forward to resolving this matter with empathy and efficiency.
  I would also like to thank you for taking the time to express your concerns with us regarding your project and invoicing. I will do my best to address all concerns listed that I have seen to date. There are a few items that I would like to address so that we have context as I attempt to address your questions.
  The Contract between yourself and Elo Roofing states the total contract sum is for: “Full Replacement Cost Value as stated on the final insurance scope of loss including the Deductible amount plus all amounts for Supplements, Wood Decking, and Upgrades.” 
  -              Our contract is not a time and material contract where every part and piece is individually priced, there are line items which may include multiple materials and labor items. 
  -              Our contract is a modified unit price Contract: whereas pricing is predetermined for each unit of work, the roof has multiple units of work and therefore is priced by each category or unit. 
  The pricing line items/units are not determined by Elo nor your insurance carrier, they are determined by ********* an estimating software that utilizes fair market value pricing and trending (per month) for goods and services for your specific location then calculated as units which reflect multiple materials and labor acts. Your insurance carrier and all major insurance carriers use this software as it has proven to be the most accurate with its exhaustive cost data, and analysis. 
  -              Example: the tarping pricing of $2.01 Sq/ft is predetermined, we just enter the square footage that was installed. 
  
  In response to email from July 24th:
  1)            Roof Installation Issues:
  On January 8th, 2023 the day after the Roof Installation was completed, I emailed *** **** and ****** ******** both with ELO Roofing regarding two issues: A) The roof had wrinkles which were identified by a ******* General Contractor with 30 years of experience, related to poor installation of the underlayment. B) I shared my concerns about having a 3rd party performing the roof inspections who would be compensated by ELO Roofing indicating my preference for City of **** ***** inspections. 
  We take the quality of our work seriously, and we apologize for any issues you encountered with the installation. Our team is committed to addressing and promptly rectifying any identified problems. If there are any wrinkles or concerns with the underlayment, please let us know, and we will take immediate action to address them, although, these wrinkles should have relaxed and fully adhered to the roof deck by now. As for the use of a third-party inspector, this is a standard practice to ensure compliance with building codes, to maintain the highest standards of workmanship, and to streamline the inspection process in which the building department was vastly understaffed and unprepared to handle the volume of inspections. The engineering firm is licensed and approved through the city and paid as an additional expense to Elo Roofing. 
  
  2)            General Billing Questions: 
  On February 28th, 2023 I responded to an email (Dated 2-27-2023) from ** ********* with ELO Roofing in which she had included the first bill from Elo that had ever been presented to me. In my email I asked to have the bill explained to me which I believe to be a simple request from the customer to the provider (ELO). We apologize for any confusion regarding the billing process. Our records show that we attempted to communicate with you on multiple occasions to address your concerns. However, we acknowledge that there might have been some missed opportunities to clarify any questions you had. We will improve our communication methods to ensure better engagement in the future. That being said, it is my understanding that **** ****** had a thorough conversation with you regarding the supplement and billing process. 
  3)            Net Claim Entry on Bill:
  On May 30th, 2023 I emailed ** ***** with Elo Roofing requesting an explanation of how Elo Roofing arrived at the NET CLAIMS amount of $15,278.43. Her response was "Take a look at your insurance papers". On June 26th I emailed ** ******* with Elo Roofing with the same question. How did Elo arrive at the number. We apologize if there was any lack of clarity regarding the net claim amount. This amount is determined by your insurance carrier based on their initial estimate, and we follow their assessment to remain in line with the terms of our contract.
  4)            Excessive Roof Installation Costs by Elo Roofing. (Both A & B):
  A) In my emails to ** ******* I addressed issues brought up by ****** *******, Supervisor of Catastrophe Claims at ****, (The insurance Company). *** ******* sent an email to Elo Roofing regarding our roof installation on May 1st, 2023. *** ******* indicated that they were NOT in agreement with the costs of the roof installation and called the charges "Excessive". This is exactly the words she used because she forwarded me a copy of her email to Elo. In her email to Elo she requested Elo to provide **** with a copy of the " SIGNED, DATED and ITEMIZED" contract which the "INSURED" agreed to pay.
  a.            A) We disagree with the term "excessive" used by the adjuster. Our pricing is determined by the industry-standard ********* software, which is widely used by major insurance carriers. The software utilizes fair market value pricing and trending data to ensure accurate pricing for goods and services in your specific location. We stand by the integrity of our pricing and are committed to delivering the best value for the work performed. In keeping with our Contract with you, we did not charge you for the unapproved monies, but reduced our price to match the insurance carriers. As for the re-roof numbers the insurance carrier approved and agreed to the total sum of $25,414.87, they would not agree to pay this amount if it was not actually and necessarily needed. 
  b.            *** ******* on her 5/1/2023 email to Elo also indicated the Elo Roofing had "OVER BILLED" for the total number of roof squares. She pointed the Elo Roofing had billed for 34.67 squares @ a cost of $847.00/square. **** thru the City of **** ***** Permit identified that that only 30 squares were in fact installed. This equates to an 'OVER BILLING" of 4.67 squares at $847.00 each for a total of $3,995.49. Since this was identified in an email from **** to Elo Roofing on May first and since the bill from Elo was presented to me on 2/27/2023 where is the credit for the number of squares you overstated. I addressed this issue with ** ******* in my last 3 emails.
  *** ******* you are incorrect in your review of the permit and the total number of squares. The permit section which you referred is not the precise quantities, but rather listed approximates of the actual number of roofing squares, the 34.67 squares is the sum of actual roofing squares plus an industry standard waste factor.  There is an allowable waste factor for every project to account for cuts, lapping, water tightening, joints and valleys. 
  c.             *** *******, from **** in her email to Elo Roofing dated May 1, 2023 called these charges as "VERY EXCESSIVE" and stated that "WE WILL NOT PAY FOR EXCESSIVE PRICING OR PROFIT" I believe these words coming from the head of claims at the insurance company speak very loudly.
  Again, these have been addressed via email with ** *******. 
  This was addressed in prior remarks, excessive seems to be an opinion that clearly was not substantiated as the carrier approved the supplements that Elo provided. 
  5)            Additional Labor and Material charges of $1,977.70 (A, B, C & D)
  A) The Elo bill indicates $1,977.70 for additional labor and materials. I was never advised of any additional charges for labor and material. I never signed off on this. I was only advised of additional charges for $190.00 for decking damage found over the front left-hand corner of the garage. **** ****** advised me it was $190.00 which I have already paid to Elo Roofing. 
  A) If you refer to your agreement with Elo you will see that you did sign-off on Elo’s ability to send in supplemental charges to the insurance carrier per the Contract that was signed by you on. 10/9/22. Supplements are necessary as the insurance adjuster is not a licensed roofing contractor, therefore it is very common that the adjusters will miss key components of the roof including building code related items, such as the case with your roof. What you are considering as additional labor and materials are actually missed building code items, and flashing components which your adjuster ultimately agreed were necessary and approved to pay. Items such as electrical meter mast labor and flashing for pipe, application of roofing cement around perimeter of the roof (building code item), Mastic applied to penetrations (building code item), and exhaust ventilation cap (missed by adjuster). These can be seen in your detailed scope of work as items in bold. 
  b.            I have requested via email to ** ******* that ELO provide an itemized list of the materials, quantities, prices and labor charges associated with them. 
  You have been given your detailed scope of work which your insurance carrier approved multiple times. We do not cost account every single item or labor act that goes into the installation of the roof, this is not a time and material contract or a labor and materials contract.
  c.             ELO Roofing left 7 bundles of shingles, 2 boxes of roofing nails and 5 gallons of plastic cement. I have provided ** ******* with pictures of these items.
  Once again, your contract is not a materials and labor contract therefore your price does not increase nor decrease based upon materials used. We may order more materials above and beyond the industry standard waste factor for multiple reasons, this cost is not passed onto you, as we bill only for what the waste factors allow us, and the insurance carrier approves. 
  d.            Why would you bill for additional materials when in fact you left all this behind. Again, all of this has been addressed with 
  We did not bill for additional materials, we billed for specific line items that were missed by the adjuster. Those materials are allotted for in the project, and should we choose to order extra materials then that waste is a cost to us not you or your insurance carrier. 
  6)            Tarping Charges:
  I communicated to ** ******* in one of my emails that I had a contract I signed for tarping with an amount of $3,135.00. It took 3 employees 1 1/2 hours to complete the tarping. Even though you provided and estimate you billed the insurance company $9,621.00 which can only be classified as outrageous and fraudulent in any language. When that didn't work you settled for $4,200.00 a 30% increase over your estimate. I contacted *** ******* at **** to inform her and called it what it is. I also related this information to the ******* ******** ********* ******, ******** ***** ******** and ***** *******. An ethical business does not and should not take advantage of a crisis situation. ELO Roofing was paid $4,200.00 for the tarping.
  To use defamatory words such as fraudulent is reckless and dangerous, we clearly had the authorization, we completed the actual work, and we billed the insurance company utilizing the software which they also utilize for unit cost determination. Furthermore, we ethically honored our agreement with you, and ultimately agreed to settle for the price that your insurance carrier determined they were willing to pay.
  The tarp agreement that you signed was for $3,135, however it was also for a substantial lower amount of square footage than what was actually installed. Page two of your agreement is where you authorized us to use such labor and materials as Elo deemed necessary to protect your home. We calculated the square footage that was used, including waste, and overlaps, side laps, and joints and utilized ********* for the cost. 
  7)            Replacement Cost Value. (RCV) New Issue:
  I am requesting the significance of this amount on the bill. How did Elo arrive at this number. What are the components involved? Replacement cost value is not determined by Elo, but by your insurance carrier. We match their terminology on our invoices in hopes that the money breakdowns are easier for our customers. The value is the Full Replacement Cost as estimated originally by your insurance carrier (see their estimate), which is all of the line-item unit prices for all line items to replace the roof with no depreciation nor deductible removed from the total. 
  Here are some further details which might assist in understanding: 
  1. Replacement Cost Value:
  Imagine your home and belongings are damaged or destroyed due to an unforeseen event, like a fire. The replacement cost value is the amount your insurance company would pay to rebuild or repair your home and replace your damaged belongings with brand new items of similar quality, regardless of their age at the time of the incident. This helps ensure you can get back on your feet without having to dip into your savings to cover the full cost of replacements.
  
  2. Depreciation (Recoverable):
  Depreciation refers to the reduction in the value of your belongings over time due to wear and tear, age, or obsolescence. When making a claim for damaged or stolen items, the insurance company may initially calculate the payout based on the actual cash value (see next item), which includes depreciation. However, some policies offer recoverable depreciation, meaning you can get additional reimbursement to cover the depreciation amount once you actually replace the damaged items. So, you won't be left with a big loss just because your belongings have lost some value over time.
  
  3. Deductible:
  The deductible is the amount you agree to pay out of your pocket before your insurance coverage kicks in to help with the remaining costs of a claim. For example, if you have a $1,000 deductible and file a claim for $5,000 in damages, you would need to pay the first $1,000, and the insurance company would cover the remaining $4,000. Choosing a higher deductible typically leads to lower premium payments, but you'll need to have that amount readily available if you need to make a claim.
  
  4. Actual Cash Value (ACV):
  Actual cash value is the current value of your belongings, accounting for depreciation, at the time of the loss. So, if you file a claim for a stolen item that you've had for several years, the insurance company will assess its worth based on its current market value, taking into account its age and condition. This means you may not receive enough money to buy a brand-new replacement, but rather the value of the item in its used condition.
  
  5. Net Claim:
  A net claim is the amount you're entitled to receive from your insurance company after they've considered all relevant factors, such as the replacement cost, depreciation, and deductible. It's the final payout that you'll get to help cover the damages or losses you experienced. The net claim amount is the actual sum of money you'll receive to help you recover from the covered incident.
  
  6.In the context of homeowners insurance policies, a "supplement" refers to additional money that may be paid by the insurance company after the initial claim settlement. It typically occurs when the original estimate or payout is found to be insufficient to cover the full cost of repairs or replacements. When a homeowner experiences property damage or loss and files a claim, an insurance adjuster assesses the damage and estimates the cost of repairs or replacements based on the policy coverage and the specific circumstances of the claim. However, it's not uncommon for the initial estimate to miss certain damages or underestimated repair costs.
  If the homeowner, contractors, or other experts discover additional damage or higher repair costs during the restoration process, a supplement request can be made to the insurance company. The supplement provides the opportunity to submit documentation and evidence supporting the need for additional funds. The insurance company reviews the supplement request and the provided documentation to determine whether the additional costs are valid and covered under the policy. If approved, the insurance company will issue a supplementary payment to the homeowner, covering the extra expenses. Supplements are essential to ensure that homeowners can fully restore their property to its pre-damaged condition without incurring additional financial burden. However, it's essential to keep proper records, document all damage thoroughly, and communicate with the insurance company promptly to facilitate the supplement process and receive fair compensation for the claim.
  8)            Lien on Property.
  The final inspection conducted on the roof install was on Wednesday February 22. Two business days later on February 27th I receive the ELO bill for the first time from ** ********* along with a friendly threat to place a lien on the property. That's two business days after final inspection. Is this how you treat your customers?
  As for your understanding of the timelines surrounding the Claim of Lien on your property, a few things must be understood:
  a.            The conversations had in late February were not notifications that a Lien was filed, but simply a communication that we would be coming up on our deadline to file in the following month. 
  b.            The terms "Claim of Lien" and "Lien" are related but represent different stages in the process of securing a legal interest in a property to ensure payment. Here's the difference between the two:
  c.             A "Claim of Lien" is a preliminary or initial notice filed by a contractor or supplier to formally notify the property owner, as well as other parties involved in the construction project, that they have provided labor, materials, or services to the property. This notice acts as a warning that the contractor or supplier has a potential right to place a lien on the property if they are not paid for their work or materials. The Claim of Lien is often filed early in the construction process to protect the rights of the contractor or supplier. Filing a Claim of Lien varies by jurisdiction, and specific rules and deadlines must be followed. It typically serves as a signal to the property owner that there might be payment issues or disputes that need to be addressed. If the payment issue remains unresolved, the contractor or supplier can move forward with the next step, which is formally establishing a "Lien" on the property. Lien: A "Lien" is a legal claim or encumbrance placed on a property by a contractor, subcontractor, or supplier who is owed money for work performed or materials supplied. It is the next step taken by the contractor or supplier after filing the preliminary "Claim of Lien." The Lien provides a legal interest in the property, making it collateral for the unpaid debt. When a Lien is placed on a property, it can affect the property owner's ability to sell or refinance the property until the outstanding debt is resolved. If the contractor or supplier is still not paid, they can eventually enforce the Lien by seeking a court-ordered sale of the property to recover the owed amount. In summary, a "Claim of Lien" is a preliminary notice that warns of the contractor or supplier's potential right to place a "Lien" on the property if they are not paid. The "Lien" is the actual legal claim or encumbrance placed on the property, providing the contractor or supplier with the ability to seek payment through the property's sale if necessary.
  
  I understand that receiving a claim of lien can be confusing and concerning, but hopefully I can help with understanding.  A claim of lien is a legal document that a contractor files to protect their right to payment for work they've done on your property. It doesn't necessarily mean that you've done something wrong; it's a standard procedure in the construction industry to ensure fair compensation for the services provided. When a contractor works on your property, they invest time, effort, and materials into improving or renovating it. In return, they expect to be paid for their hard work. However, in some cases, payment disputes or delays can arise for various reasons, leaving the contractor without the compensation they rightfully deserve.
  Filing a claim of lien is a way for the contractor to formally notify you, as the property owner, that they haven't been paid or that there are payment issues that need to be addressed. It serves as a legal safeguard to prevent your property from being sold or transferred without the contractor receiving due payment for their services. As a homeowner, it's essential to address the claim of lien promptly and communicate with the contractor to understand the reasons behind it. It could be a simple oversight or a misunderstanding that can be resolved through open and honest dialogue. If there is a legitimate payment dispute, you may want to seek legal advice to ensure that everyone's rights and interests are protected. Remember, the claim of lien is not meant to cause stress or worry for you. It's a tool that contractors use to protect their livelihood and ensure they receive fair compensation for their hard work. By addressing the situation responsibly and working together with the contractor, you can find a resolution that benefits both parties and helps you move forward with peace of mind.
  
  Closing: I hope that this has helped clarify the questions and concerns you may have, as I understand the complexity of the invoicing process, especially when contract prices are determined by utilizing an agreed upon scope of work between two parties with pricing that is produced by a third. However, I must stress that your insurance carrier has confirmed all of this with us in an email, which you have been copied on regardless of such baseless and reckless remarks made by one individual adjuster. Furthermore, they have paid out all monies for the roof replacement plus supplements, which leaves me wondering why it is you are disputing such payments after they have already been made to you? Our invoicing is accurate and lines up per our Contract with you, you have received the funds agreed to be paid by your insurance carrier for the amount of our invoice, yet Elo has not been paid the remaining balance of which you are in possession of. So, to claim that Elo is acting fraudulently, and you will slander and accuse us, to multiple agencies, seems to be a slippery well documented and laid out slope. The only clear outcome seems to be your desire to retain monies from your claim. Otherwise, your issues should be made with your insurance provider and ********* as ultimately, they control the approval or denial of compensation for your claim, we perform the work, and bill accordingly. I wish that we could make this process more seamless, and that in cooperation with all parties come to quick and satisfactory ending, however this is not always possible. We therefore pride ourselves in staying true to the Agreements signed by both parties and standing behind our quality in workmanship. I certainly hope that we can bring this to a positive outcome and look forward to answering any further questions you have.

• Initial Complaint

  Date:07/11/2023

  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 roof was replaced by Elo Roofing on 6/16/2020. My warranty is effective until 6/16/2025. On 2/11/2023, I noticed water forms on the ceiling in the garage. Call spoke with *** **** and pictures were sent to Elo Roofing. 2/14/2023, Elo Roofing had someone come and inspect the roof and replace 1 shingle. *** **** from Elo Roofing stated that if I have a roof leak again to notify them. 6/23/2023 found water stains in the kitchen ceiling and notified Elo Roofing ( *** **** ). 6/27/2023 Elo Roofing sent someone to inspect and again stated that there is no leak found. 7/9/2023 found more water stains in the house. 7/10/2023 called Elo Roofing. I also have witnesses to verify that there is water dripping from the garage ceiling when I first noticed the leak in the garage back in February.

  

  Business Response

  Date: 07/11/2023

  When the leak was first reported, Elo went out and assessed it. Our inspection revealed that one of the shingles could be an issue in the future, but we did not find a reason or any clear indication that a leak was present. Even so we immediately replaced the shingle the day after you reported the leak (2/14/23). A few months later, when you reported a leak in a different area, we came out 4 days later (6/27/23) and performed a water test, a standard practice to imitate water in order to find a leak, and were unable to find the cause. Due to the coloring of the leak, we were led to believe that the stain was from an old leak from before Elo did the roof. We let the customer know to keep an eye out during the heavy rain to see if there was an active leak. We just received a call yesterday (7/10/23) and haven’t been able to send a team member out to assess as of yet but will absolutely be doing so. We ALWAYS honor our warranties and will continue to assess any concerns for you.

• Initial Complaint

  Date:03/03/2023

  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.

  Two young salesmen were in the neighborhood trying solicit the sale of a new roof. I was walking my dog and one of the young men said are you an ******* fan. I had **** shirt on. He seemed very excited and I told him I went to school with *** ******. He said he would like to talk more and I told him to stop by when they finished up. They came by later to talk and asked if I needed a new roof. I told him I had a new architectural roof but had a small leak in utility room. He told his buddy to check it out. He got on roof and found the vent pipe boot had a small space and he put some silicone on the open space, took some pictures and said everything looked good. I told them how much I appreciated the help and volunteered to pay for service and
  he said no they were glad to help out as a big **** fan. He said they did have a maintenance agreement where an inspector would come out three times a year and do a complete a
  roof inspection. I told him I did not need anything but could use someone to blow the leaves off. He said he would include that in the agreement. I agreed. I asked if they would take **** and he called his office and said yes. I put my number on agreement. A few days later someone came out went on roof for about 15 minutes and left. No contact with me at all. A week or so later I got a call from their office and was told they didn’t take **** and I owed $ 350 . I told her that the agreement was for three visits and she said no no no, it was good for only one inspection. I feel like I have been deceived with deception and they are trying to scam me. I am 86 and a widower. Have never defaulted on any transaction in my life. i have now received a letter that ELO is
  going to turn the charge over to a collection agency.I have impeccable credit rating and would walk a mile to repay a nickel if owed. But I will be willing to spend $ 1,000 to keep someone from defrauding me.. Thank you for receiving my complaint.

  

  Business Response

  Date: 03/17/2023

  Mr. ****, we apologize for our miscommunication about what service we offered. We have a signed contract on file from you that details the terms of the maintenance package and outlines that this is a one-time service with one no-charge call-back visit if there are issues. When Elo called to collect payment for the service, there was confusion about the payment method but we do accept ****. Our operations manager called to discuss this situation on 1/24/23 and there has been no response from Mr. **** on the emails or voicemail we left to resolve this. Elo takes responsibility for the lack of communication on the scheduling and the miscommunication about our accepted payment methods. However, to state that Elo has tried in any way to defraud Mr. **** is wildly out of order, especially without any attempt to contact Elo back.

• Initial Complaint

  Date:02/03/2023

  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.

  I have been waiting a month after roof installation to get final inspection signed off by the city inspector who has already came out twice but the job is still not completed up to code. Can't get the company to respond to my concerns and it is an easy fix. Obviously this company could care less about the customer after they get paid

  

  Business Response

  Date: 02/16/2023

  Hello ***** we have already reached out to you to resolve this issue, repairs have been completed and the county has issued a certificate of completion certifying that everything was done correctly. Customer satisfaction and delivering quality results are our top priorities at *** ******* and we have made sure to include you in communication every step of the way. Thank you.

  Best,

   

  *** ********

  Office Manager

   

  *** *******
  
  

• Initial Complaint

  Date:08/08/2022

  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.

  Nature of the complaint: unfair/unscrupulous business practices
  
  Details: I signed a contract to have my roof replaced with ELO Restoration's roofing business line (dba ELO Roofing). In order to issue payment to them, my mortgage holder required a contractor affidavit to be signed, notarized & returned.
  3/14/2022 - signed contract with ELO
  5/14/2022 - provided ELO with payment (my insurance deductible - check 1347) and check from my insurance company (insurance check was made payable to both myself and mortgage holder)
  5/17/2022 - provided ELO with Contractor affidavit forms required by my mortgage holder for release of funds
  6/22/2022 - inquired with ELO about status of contractor forms so that payment could get processed.
  Sometime between 6/22 and 6/30 I also called ELO requesting a revised invoice for work they could not perform that was initially submitted to my insurance company
  6/30/2022 - received adjusted invoice from ELO (******** ****, A/R Specialist) & request for contractor affidavit
  7/12/2022 - forwarded emails where contractor affidavit was sent to ELO (**** *****, Project Manager and ****** *****, Project Coordinator)
  7/12/2022 - received completed contractor affidavit forms from ELO (******** ****)
  7/26/2022 - emailed ELO to let them know status of payment, advised them that my mortgage holder may require an inspection due to the amount of the check
  7/28/2022 - received email from ELO (******** *****) warning me that they would be filing a claim of lien on for non payment if I didn't pay by 8/12/2022
  7/28/2022 - called & spoke with ******** ***** and ******** **** regarding delays and inquired why they would have such an erroneous policy when they created the delay. No resolution.
  8/04/2022 - mailed payment to ELO after trying to expedite payment with my mortgage holder (payment sent via USPS certified tracking number **** **** **** **** **** **). Requested receipt from ELO upon receipt of checks
  8/05/2022 - payment delivered at 11:18am per USPS

  

  Business Response

  Date: 08/10/2022

  In response to the complaint ********* we are firm that this complaint actually belongs to other agencies and not Elo. The timelines given by the customer are mostly accurate such as the contract signing and the handing off of the affidavits required by the lien holder. We communicated to the customer on 5/23/22 that the affidavits really cannot be completed until we have a final cost account of all work completed, and the insurances review and approval of such necessary costs. There are items that may need to be replaced on the roof  (building code items) which are not known until we begin construction such as wood decking, or some flashings. This means that the cost of the roof may change after the roof is replaced, which was the case for this project. The affidavits and release of liens that the customer is referring to requires that we submit the total cost of the project, hence we could not know this cost until the roof was complete. Once the cost is known we must submit these costs to the insurance company for approval, as per the terms of our contract with the customer. Once the insurance adjuster makes the final determination on the supplemental charges and therefore the final contract amount, per the terms of the contract executed by the customer.  The insurance company’s review of the supplemental items that could not be accounted for until the roof was installed can take up to 60 days. We submitted to the insurance for approval our supplement once all work was calculated and invoiced within the same week the build was completed.  We followed up with the insurance adjuster and received approval email on 6/23/22. The approval email was vague and did not specify what exactly was approved and for how much as there were interior damages also covered on the claim. We sent an additional follow up email requesting a breakdown of the claim items so that we could accurately invoice, and put an accurate and final number on the affidavits and waivers. The response was still vague with no line item details, which caused additional amount of time and resources for Elo to separate work we completed from work we had not. This was all finalized and affidavits and waivers were given to the customer. There was a span of 4 weeks from the time of our invoice being completed and the affidavits and waivers being given to the mortgage company by the customer, part of which the customer was out of town as reported by the customer to Elo. 
  Per Florida statutes and regulations a contractor is very limited in the actions we may take to protect debts owed. One of such is a Claim of Lien, which does not adversely affect the homeowner unless further action is taken. However we are only afforded limited amount of time to secure this claim of lien, regardless of the circumstances surrounding the project. None of which is even relevant in this complaint as we never filed for the claim of lien. This complaint derived from us reaching out to the customer to inform them that we were quickly approaching our deadline for being able to file the claim of lien and that we needed to push for mortgage to release the final payments due for work we had completed nearly 90 days prior. 
  Therefore we believe that the complaint has already been resolved and that the “desired outcome” as submitted by the consumer is erroneous, inaccurate and not plausible. Elo has adhered to the contract, and followed the permissible actions as regulated by the State of Florida.  
  

  

  Business Response

  Date: 08/22/2022

  We do not wish to go back and forth with the timeline issue, as some of the complaint is still being misunderstood and misinterpreted and there are 4 parties responsible for the timing of this project and two of which are not represented here. Elo Roofing is well documented in our communications and actions with this project and all of our projects, yet we have zero control over the additional two parties not represented. 
  

  To be clear regardless of the timelines and the misunderstanding of the process' (most of which are determined by the insurance company, and the mortgage company) this complaint is derived from a customer service communication. Elo communicated to the customer that we hoped for them to reach out to their mortgage company to process the final payment, as we were nearing the deadline that we have as a contractor to protect our interests. There were no negative actions taken against the customer, but instead simply a communication serving to notify the customer of theses deadlines. There was no unscrupulous activity just an honest attempt to communicate to our customer regardless of the situation. 
  Therefore we believe that the complaint has already been resolved and that the “desired outcome” as submitted by the consumer is erroneous, inaccurate and not plausible. Elo has adhered to the contract, and followed the permissible actions as regulated by the State of Florida. Elo sent documentation to BBB to show that this is all valid and true. 

  Customer Answer

  Date: 08/25/2022

  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  
  

  I am rejecting this response because: it is contradictory to the company’s actions and their verbal response to me regarding the matter. I spoke with a ******** ****, who acknowledged & admitted that they (ELO) dropped the ball. The roof work was completed on May 24th - they did not follow up with my mortgage holder until ~approx June 30th. That was 1 week after I contacted them to follow up on the contractor affidavit that I gave them on May 17th. 
  when they realized they dropped the ball, they used the construction lien to protect their interests. That is penalizing the customer for their mishap. And they do NOT have documented communication to prove their claim of notifying me of any “alleged” delays from corresponding with my mortgage holder. Their response is filled with inaccuracies and they should just publicly admit what they said on the phone - they dropped the ball. 

  
  
  

  Regards,

  
  

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