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:05/01/2025

  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.

  Delivered a check to Fortress Roofing and Construction to replace my roof on February 5, 2025 in the amount of $17,370.49, and no services have been rendered. They contact us and keep telling us they are a week from getting your roof started/completed, but nothing has been done, I would like to either get the money back or the need to replace our roof ASAP.

  Business Response

  Date: 05/29/2025

  It's unfortunate that the homeowner filed a complaint although I have been transparent regarding the history and status of the roofing project.
  
  This particular claim originated through a third-party group that presented themselves as a roofing company, but in reality, operated more as part of a pyramid-style scheme. The initial approach to this claim was structured in a way that attempted to disguise an insurance claim as a retail job, likely in an effort to avoid the deductible requirement. This put both the homeowner and our company at risk of non-compliance with Florida law and insurance regulations.
  
  As a licensed roofing contractor, I have a legal and ethical responsibility to ensure that everything we do aligns with insurance guidelines, contract law, and state roofing regulations. Because of the unusual structure of this file, I had to take extra precautions, including involving an attorney, a detective, and direct communication with the homeowner's insurance carrier, to ensure everything was handled properly and to protect their interests as well as our license.
  
  To move this forward, I sent my top production manager to meet with the homeowner in person, review the claim in detail, and confirm that we are producing exactly what the insurance company has approved. This step was necessary to avoid delays, denials, or potential disputes.
  
  This homeowner is now on the active build schedule, and we are committed to completing the roof installation as soon as possible. I want to acknowledge that we are currently working through a backlog of improperly handled claims, many of which stem from former representatives tied to Impact Roofing and Restore IQ. These jobs require extra diligence, and I appreciate your continued patience.
  
  Please rest assured that we are working hard to resolve each case thoroughly and ethically and this homeowner's roof is part of that commitment.
  
  Thank you again for understanding.

• Initial Complaint

  Date:03/31/2025

  Type:Sales and Advertising 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.

  Back in late October 2024 a sales person claiming to be from Fortress Roofing Company. They checked my roof and told me they would work with the insurance company to get the damages of my roof completed. *********** agreed to pay for the roof minus my deductible. When the check from Progressive was sent to me I endorsed it and wrote a check my deductible amount (3400) and gave them to the representative and the Roofing Company owner sent me receipt. Later the sales representative stated that they couldnt move forward as the insurance company was not agreeing with some of the supplement payments. This was after *********** had agreed to some of those. When finally getting a hold of ******** *******, Fortress owner, she stated the representative I was communicating with were their sales contractors and she had not been aware. This happened because I demanded my money back to find another roofing company. The sales consultant stated they charged 20 of that money when they do refunds. Ms. ******* stated to please allow her to complete the work and I would no longer had to deal with the sales representatives. She also stated that the materials were being order and that the work would be completed after February 10 I have send messages and made calls. Ms. ******* was away from the country and later some tragedy happened in her family. Her daughter gave me a date and that date passed and then I got another date. During this month Ms. ******* stated in a message that she had just sent for the permits. After messaging her again, she stated that she got the permits but they work on a priority basis and I was the third on their list and that ****** would call me Nothing has happened. I am as you see without recourse but make this complaint to bring this issue into a solution as quickly as possible. Thank you for your attention to this.

  Customer Answer

  Date: 04/08/2025

  My complaint with this business has been settled. We are both in agreement and the part of ways was completed peacefully and to my satisfaction. Thank you for your assistance. You may feel free to close this case.

   

  ******* Beury 

• Initial Complaint

  Date:01/23/2025

  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.

  I was approached by one of the company’s employees. He came into my home stated that he had been conducting some free roof inspections in my neighborhood and wanted to know if I’d let him take a look at my roof. I allowed the person to look at it, told me I could use a roof replacement since I had some roof damaged. July 8th 2024 I gave them a check my home insurance sent me to have them order the materials and have my roof replaced. The company then told me that by October I’d have a new roof, then they switched the date to November, then they said “before the end of the year” then December came and they told me “our crews are delayed because of the holidays and they’re all booked up for the rest of the year so January 6th 2025 would be the delivery date and roof install.” Now we are sitting on January 23rd 2025 and I still haven’t heard from them when the delivery of the materials will be, when the install is going to happen and they barely keep me updated. Now my home insurance didn’t want to cover my home since “there are timeframes for jobs to get done and your roof is still not replaced.” Now not only am I still waiting for fortresses roofing to finally come through and finish the job. Now I have to look up for a different home insurance since the roofing company has missed so many dates and the insurance company’s time frame. Please help me resolve this issue

  Customer Answer

  Date: 01/24/2025

  After 2 weeks without a response they finally replied today 1/24/25 at 10:33am 
  "I understand, solar has been an issue for us in the past.  We will get the solar removed we of Feb. 10th and we schedule for the delivery of materials within the same week.  We will have your roof on within 3 days of delivery.  Thank you for your patience during all the weather and holiday delays.  If you need to speak with someone directly you can also contact ******** at 9048954738."
  
  

  Customer Answer

  Date: 02/13/2025

  Update:
  We are now sitting on 02/13/2025 and I still haven't gotten the materials delivered nor a new roof put up. I had expressed to the Fortress Roofing that the tarp they had put in place to prevent more water leakage and damage to happen had flown away bc of the severe weather we had been experiencing and they ignored that fact, and now my window and wall have water damage extending all the way to the baseboards, leaving behind the perfect breeding grounds for mold and mildew. I am very frustrated bc I had all of my windows replaced last year and now there is water damage around the whole frame of my new window and as the homeowner it is my job to do anything in my power to prevent any further damage into my home. That is the reason why I kept on reaching out to Fortress Roofing trying to get them to come through and finish the job. Now not only we have the roof damaged, my wall and window are in a constant state of being wet and needing to be replaced and treated for mold and mildew. I even went further out of my way to disclose  personal medical information that my mother has cancer and is undergoing chemo treatment and I made it very clear to Fortress Roofing that the water damage would cause mold and mildew growth which my mother cannot be around any foreign pathogens and bacteria since her immune system is being depleted. 
  I am honestly feeling very incompetent bc not only did I already gave them the money, they are giving me the run around by missing their own dates and schedules that they had set-up I cant do anything for them to come out here and replace my roof that I already paid for. They missed my home insurance company's timeframes causing me more monetary loss because they wouldn't insure my home again since the roof has not been replaced within their timeframe, making me ineligible to be insured by them and needing to look for another insurance company. Now my premium has gone way up because all of this ordeal. They had said they were going to removed the solar panel on Feb 10 and nobody showed up. I called multiple times and couldn't get a hold of Fortress Roofing and they never game me the name of the solar company that they were going to use to remove my solar panels. What makes matters even worse is that they haven’t even tried to reached out to me and keep me updated either. So, as of right now I have no clue "what their new schedule times are"
  I really want this taken care of and finalized so there is no more occurring damage to my home. That I can finally put my whole entire attention into helping my mother battle cancer and undergo her treatment in a clean mold and mildew free incubating environment that would put her at risk and more susceptible in contracting an environmental acquired infection that could possible kill her

  Business Response

  Date: 02/25/2025

  We received a call from a ******* ***** on June 11, 2024, at 3pm in the afternoon to inspect a leak that was happening on his roof.  Upon inspection we determined the leak was coming from a bracket due to his solar. During that inspection we called in a claim to Mr. ******* ******* homeowner policy.  We attended an adjuster meeting, and the claim was approved.  Upon receiving his scope of loss and the determination, the homeowner did not receive enough money to cover the cost of the roof and the removal and reset of solar panels.  At that time Fortress Roofing engaged with a supplemental company, PAS Claims to negotiate with the insurance company, Farmers.  Farmers then approved a small supplement, however, did not cover all the funds for the homeowner, we worked diligently through tarping at no charge, to continuing to negotiate with the insurance company.   The homeowner claimed they had a hardship and could not cover additional costs. Once a supplemental approval was confirmed, we spoke to the solar company to have the 8-panels of solar removed and will move forward with the roof build once the panels are detached. The solar company had a conflict on the last date we initiated with them, and we are now scheduled for week of March 3^rd.  We must use a 3^rd party to remove and reset solar due to licensing.

• Initial Complaint

  Date:01/15/2025

  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.

  I have been repeatedly harassed by representatives from Fortress Roofing LLC (7949 Atlantic blvd Suite 205, Jacksonville Fl 32211, (904)307-0325 ) a door-to-door roofing company. Despite explicitly refusing their services, they falsely claimed that I had signed a contract with them. Later, I was contacted by the company, and they insisted that I had signed a contract, which is entirely untrue.
  
  This behavior is both unethical and deceptive. I expect immediate action to be taken against this company to prevent them from misleading and harassing other consumers.
  
  I would like Fortress Roofing LLC (7949 Atlantic blvd Suite 205, Jacksonville Fl 32211, (904)307-0325 ) to cease contacting me, provide a written acknowledgment that I did not sign any contract, and ensure that such deceptive practices are not repeated in the future.

  Business Response

  Date: 02/25/2025

  Attached is the copy of the signed contract and the documents give to us by **** ********s.  There is no way that we could obtain this information without a signed contract.   Here is a Dropbox file of the homeowner allowing us to inspect the roof from pictures to the signed contract.  It wasn’t until the homeowner received the check from their insurance company that they decided they did not want to move forward, and we are responsible to put the roof on.  We require a 20% contact fee due to cancellation and have turned this over to our attorney for collection because frankly, this is just a blatant mistruth on behalf of the homeowner.

  Customer Answer

  Date: 02/25/2025

  
  
  

  [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: I would never sign any contract without knowing they charge 20% even if the job was never started. I also never received a quote from them for the project. Without quotes I don't pay thousands of dollars to someone I don't know anything about. This company tricks people into something they don't want to do.

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:09/16/2024

  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.

  on September fifth and sixth FORTRESS ROOFING AND CONSTRUCTION who's address is **** ******** **** ***** *** Jacksonville fl 32211 came out to my residence and installed a new roof. While they were doing the roofing job we realized that our air conditioner had stop working. We proceeded to call ******* **** ** ***** ******* *** to come out and inspect the AC. They set up an appointment for Monday the 9th of September, upon their diagnostic it was discovered that the roofers had bored a hole in our copper lines for the AC that's running in the attic. We called the roofers to inform them about the findings of the AC company in which they sent out a technician name ****** to inspect the damage. ****** told me that he sees the nails and we exchanged photos of his findings. A few days went by and I didn't hear anything back from the roofing company so I reached out to them. I was informed that they're not responsible and it was the fault of the air condition company. Our air condition was working perfectly fine before the roofers started working we have clear pictures of the nails in the lines and they just frankly refuse to take responsibility for their actions. I spoke to ******** ******* the president of the roofing company who was extremely rude and disrespectful and told me to figure out my own air conditioning repair.

  Business Response

  Date: 09/18/2024

  The homeowner, **** ***** contracted with Fortress Roofing and Construction, LLC in early June 2023. Fortress Roofing worked tirelessly with the homeowner’s insurance company and a public adjuster to assist in obtaining the homeowner a full roof replacement. Upon approval/settlement of her insurance claim Fortress Roofing and Construction executed a total reroof. 
  On September 3, 2024, Fortress Roofing and Construction LLC did in fact install an entire roof replacement on the property owned by **** ***** **** ****** **** *** ************* ** *****.
  On September 10th, 2024, Fortress Roofing and Construction received a text from *** ***** at 11:15am that her air conditioner was not running properly.  *** ***** proceeded to tell our roofing technician; *******a ****** the HVAC company had informed her that we punctured an air conditioning line (AC). At 11:44am, *******a ******, our roofing technician contacted our production site-supervisor, ****** ********* and informed him of the issue.  At 1:14pm, ****** *********, production site supervisor arrived at *** *****’s home to inspect the areas of concern. At the time, we also notified the roofing contractor, ******* ********.
  ******* ********, who is a 37-year roofing contractor spoke with the production site supervisor, ****** ********* who was on the job and was informed of the issue.  *** ********, then notified the office staff that per 2020 Florida Edition Mechanical 7th Editions/Section 305.5 Protection Against Physical Damage states the following:  Per the 305.5 code, the HVAC contractor and installers are required to do its due diligence and use protective plates in those situations.  Our production site-supervisor reported back that the HVAC company (1) did not use the protective metal plates and/or (2) the AC lines were placed less than 2” from the underside of the decking. Inasmuch, this caused the nails to puncture through the copper wire.  See below the Florida Building Code.
  Chapter 3 General Regulations: 2020 Florida Building Code, Mechanical, 7th Edition.
  305.5 Protection against physical damage.
  In concealed locations where piping, other than cast-iron or steel, is installed through holes or notches in studs, joists, rafters or similar members less than 11 /2 inches (38 mm) from the nearest edge of the member, the pipe shall be protected by shield plates. Protective steel shield plates having a minimum thickness of 0.0575 inch (1.463 mm) (No. 16 gage) shall cover the area of the pipe where the member is notched or bored and shall extend not less than 2 inches (51 mm) above sole plates and below top plates.
  While on-site at the property the production site supervisor, ****** *********, explained to the homeowner, *** **** ***** that per Florida Roofing Building Code, Fortress Roofing and Construction used the proper 1 ¼” roofing nails and had the HVAC company properly installed metal plates 2” from the roof decking, it would be impossible for Fortress Roofing and Construction of puncture an HVAC line.  Furthermore, the property passed NAILING inspection performed by Duval County on 9/3/24 at 1:55pm. ***  **** *****, then continued to contact our roofing technician, *******a ****** for assistance with the AC issue.
  ·      Phone call from *** ***** was received on 9/11/24 at 5:33pm.
  ·      On Tuesday, 9/11/24, *******a ****** (roofing technician) called the HVAC company, ******* **** ** ***** ******* to speak to the owner of the company to find a resolution for *** *****. Message was left with ******* (******* **** ** ***** ******* Owner/*** *********)
  ·      As of Wednesday, 9/12/24, there was no response from Comfort Zone of North Florida.
  ·      On Friday, 9/13/24, *******a ****** (roofing technician) left another message for the owner at Comfort Zone of North Florida.  Message left with *******
  ·      On Friday, 9/13/24 at 4:33pm, *******a (roofing technician) reached out to *** ***** to inform her that she had been unsuccessful in reaching the owner, *** ********* of Comfort Zone of North Florida.
  ·      On Monday, 9/16/24 the following communication took place:
  o   11:51am, *** **** ***** called *******a ****** (roofing technician) stating it was urgent for *******a to respond.
  o   12:23pm, *******a ****** made contact with *** **** *****.  *** ***** stated that the HVAC company was not willing to take responsibility for the repair to the AC lines.
  o   12:24pm, *******a ****** again attempted to contact the HVAC company to speak to the owner *** ********* of Comfort Zone of North Florida.  Left another message with *******
  o   12:28pm, *******a ****** received a call from *** ********* of Comfort Zone of North Florida, and he stated he was not responsible for the HVAC line although they in fact installed the unit in 2018 and to stop calling the office as she was harassing his office staff.
  o   12:35pm, *******a ****** contact *** **** ***** to let her know that she was not able to come to a resolution with Comfort Zone of North Florida.
  o   At 12:45pm, ******** *******, owner/president of Fortress Roofing and Construction contacted the owner *** ********* of Comfort Zone of North Florida.  *** ********* informed ******** ******* that he was in fact the company that installed the HVAC line but felt he was not responsible for the line because he could not see the HVAC line in the attic.  ******** ******* informed him that the owner had stated she would contact Department of Business and Professional Regulation if the issue was not resolved.
  At 3:39pm, ***** ******** called *******a ******, roofing technician, stating he was the “owner of the home**”, and his mother was *** **** *****.  *** ******** was demanding that because the technician from ******* **** ** ***** ******* stated Fortress Roofing and Construction was responsible for the repair to the AC unit we needed to come to a resolution. *** ******** asked for the owner/president’s information, which *******a ****** provided to him. **At no time were we notified ***** ******** was the owner of the home, the contract was signed by **** ***** (owner) and Fortress Roofing and Construction. The permit was in the homeowner’s name: **** *****.
  o   At 3:46pm, ***** ******** left a voicemail for ******** *******, owner/president.
  o   At 4:30pm, ******** *******, owner/president listened to the voicemail left by *** ***** ******** and immediately contacted her production site supervisor to go to *** **** *****’s home to meet with *** ***** ******** and *** **** ***** together.  ******** *******, owner/president also contacted a sub-contractor ***** ******* *** *** to contact the homeowner to obtain access to the property, so that ******** ******* owner of Fortress Roofing could obtain a professional HVAC report of the HVAC issues.
  o   At 4:35pm, ***** ******* *** *** contacted *** **** ***** to schedule a time to come to the property and *** ***** refused the service.
  o   At 5:00pm, ****** *********, production site supervisor showed up at the property to speak with *** ******** and *** **** *****. 
  o   At 5:04pm, ******** *******, owner/president of Fortress Roofing contacted *** ******** via telephone to speak to him with the production site supervisor while on property. At that time, *** ******** would not allow *** ******* to speak, he continually interrupted ******** and asked ****** ********* to stop speaking with his mother and listen.  Upon trying to explain to *** ********, he accused ******** of speaking to him like a child and then further escalated the situation to state, “you will not fix my AC unit because I am black and you are white”. At that time, ******** *******, owner/president of Fortress Roofing and Construction stated, “you sir have no idea what color I am sitting here, and I have no desire to further subject myself to your irrational behavior, good luck with your air conditioner”.  *** ******* then ended the call.
  
  The property PASSED the NAILING INSPECTION (Duval County) on 9/3/24 at 1:55pm.
  Upon completion of the roof the FINAL inspection (Duval County) PASSED on 9/9/24 at 3:27pm.  Both inspections were performed by **** ********.
  Fortress Roofing and Construction LLC has made several attempts to amicably rectify or assist in a resolution for the homeowner, *** **** *****. At this time, Fortress Roofing and Construction accepts no responsibility for the punctured AC line due to non-compliance of the HVAC company and their neglect in due diligence per Florida code 305.5 and the unwillingness of the homeowner to understand that the roofing company cannot be held responsible for what they cannot see under the decking of a roof – which is the sole purpose of code enforcement. Fortress Roofing and Construction was and is operating within the Florida roofing construction building contractor code and Duval county inspection processes – all which passed inspection.
  
  

  Customer Answer

  Date: 09/24/2024

  Unfortunately The matter was not resolved neither by the roofing company nor the Air Conditioner company,I waited diligently for two weeks in the Florida heat with my one year old granddaughter waiting for relief to no avail.Comfort air conditioner came out and informed me that the roofer damaged the AC ,****** agreed that the damage was done but the AC was not done to code so the AC company is responsible. I am the customer all I did was get these companies to do a job so why I’m I the one responsible for any damages done to my property.

  All checks from my insurance has ***** ******** name as well, my son was at his wits end we were ten days in with no help.On day fourteen is when I got a AC company to come and fix my unit to the tune of $2500 which I should not have to pay.The two companies should have come to an amicable arrangement and resolved the situation instead I’m stuck in this mess.

  I was not expecting this level of stress from anyone it was all good until something went wrong.