Complaints

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

close

Find a Location

Turnkey Roofing of Florida has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Turnkey Roofing of Florida

  9521 Shellie Rd Ste 1 Jacksonville, FL 32257-6174

  
• 

  Turnkey Roofing of Florida, Inc

  1000 Savage Court Ste 128 Longwood, FL 32750

  
• 

  Turnkey Roofing of Florida, Inc.

  12553 New Brittany Blvd Ste 32 Fort Myers, FL 33907-3625

  
• 

  Turnkey Roofing of Florida

  13911 North Dale Mabry Highway Tampa, FL 33618

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:11/28/2023

  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.

  On June ******************************************************* my area. On September 2022 the hurricane *** blows a whole section of the roof, after I contacted the roof they told me they can't not do anything because that was something sent by God. Was very clear that they did that area wrong, was only 3 months after they did the roof. My house was the only with roof damage after the storm in my area. Now i notice a leak in my roof on a different area where the other damage. I notified the insurance company and they sent the same roof contractor. He came to my house and said "Oh yes that is a leak, I'm going to inform the insurance to fix that. I'm going to take care of everything. A month pass and nobody contact me. I called the insurance and they send me the information that the contractor sent to them and was a complete different information. This company has a very poor ethics, the person who came to my house is a complete liar. I got him in the lie and he tried to blame the insurance company. He told me he can do a quote and tells me how much is going to cost me to fix the roof. Why I need to pay when they did the roof wrong and very crappie work. I just want my roof to be fixed. They did a really poor quality job.

  

  Business Response

  Date: 01/08/2024

  We did replace the roof at this address in June of 2022. The customer reached out to us on October 3rd, 2022 and told us that they lost shingles during the hurricane. We explained to the customer that our warranty does not cover hurricane damage. The roof was installed properly and passed the final inspection with the building department. Unfortunately, some of the time, shingles simply cannot withstand the winds that come with the hurricane but it has nothing to do with the workmanship or the installers doing anything incorrectly. The customer had two options at this point; they could open a new claim with their insurance company or we could provide them with a retail estimate to replace the missing shingles. We did not hear anything back regarding this roof until the following year, October 9th, 2023. The insurance company reached out to us and told us the insured had reported a leak and they wanted us to inspect the leak to find out what the problem was. Upon inspection, it was determined that the cause of the leak was the wall flashing in the front of the home. We reviewed the scope of work that the insurance company provided us, as well as the contract we had with the homeowner when we completed the roof in June of 2022. The insurance company did not include any wall flashing in the project nor did we have any wall flashing included in our contract. This is not uncommon as wall flashing is behind the stucco and is typically not replaced until it fails. We sent the inspection report, pictures, and recommended repair to the insurance company. The insurance company told us that they would not be covering the wall flashing and that the repair would be the responsibility of the homeowner. We tried to give the homeowner an estimate for the repair but they want the repair done for free as part of our warranty. We are very sorry that the homeowner is in this position and we would like to help get their roof repaired as soon as possible. However, since this was not something we installed with the roof in 2022, it is not covered under our warranty.
  
  As far as the homeowners comments about the company lying and having poor ethics, this is something we take very seriously. It sounds like the account representative may have been telling the customer that we will take care of everything as far as getting the report to the insurance company with our findings, pictures, etc. There is no way for us to know if the insurance will cover the damage until we submit our report. Therefore, there is no way we could have told the customer that we would be repairing the roof for no charge until we hear back from the insurance company with their decision. We will make sure to use this as a learning experience with our account managers to make sure they are very specific when discussing these details with future customers. Finally, regarding our quality of work, we understand the homeowner is very frustrated with the situation and that is most likely the cause for their comments. We take pride in every job we do. This roof was completed by a crew that has worked with us for years, checked by a production manager with years of experience, and then checked again by an inspector at the building department. We also conducted a phone survey after the job was complete where the customer answered all four questions positively and then gave all three categories: salesman, production crew, and overall customer service, five out of five stars.
  

  
  

  Customer Answer

  Date: 01/08/2024

  [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: 20923666

  I am rejecting this response because:    The leaking is not in the same area that I reported after the hurricane.  The person who came to my house was the one who told me "I will take care of this for you and the insurance, I will be here later to fix this. I'm with you I'm, from *********** like you and we need to help each other". This person showed me the picture of the area that was leaking that he took in June when he did the roof on that last visit but he never told me that there was something at that time that needed to be repaired the area was black means, he saw the leaking and did not do anything or at least notified me the situation. The only response from the person that came to my house, a month after he came and because I called the insurance for a follow-up was "I can do a quote for you to pay for the repair". At this point, I don't want any business with this company. They need to do better training for their staff on ethics and customer service skills. More than a month ago they told me one of the supervisor would call me to talk and I'm still waiting for that call.

  Regards,

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

  

  Business Response

  Date: 02/14/2024

  **** made several attempts to speak with ****************** directly. However, in the last communication she stated that "At this point, I don't want any business with this company." Therefore, we have no further comment on this matter and consider it closed.
  
  ****
  

  
  

• Initial Complaint

  Date:10/02/2023

  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 hired Turn Key Roofing for a complete new roof in 2022. I thought they were competent and didn't ask for photographs after they were done. I am out of state. My former neighbor FaceTimed me from in front of my house and showed me the roof had not been laid flat and was wavy. I was getting ready to sell my house. I called Turn Key dozens of times, sent emails and pictures. I finally got a call from " the general manager/****" who told me there was nothing wrong with the roof. When I told him I received a bill months later for 800$ of for plywood he knew nothing about this and said he had "check the file". After several minutes he said, " Well, you probably had 3/4th inch thick plywood and we replaced it with 1/2 inch thick plywood." I said I am getting ready to sell the house and cannot sell it in this condition, " Can you fix it?" He assured me they would fix it. This was about 8 weeks ago. After about three weeks he said he had personally seen to the job and that it was now fixed. I believed him. I put my house on the market three weeks ago. During the inspection it was noted that the roof is wavy and the buyers cancelled the contract. I immediately called Turn Key in *************** and was told. " Well the roof passed inspection with Lee County." Also, when I spoke to " the general manager" he assured me that it was not leaking. It also came up in the inspection that the attic is wet, which I also informed them verbally on the phone, in addition to several emails and photographs of the inspection that were sent to Turn Key in ***************. An office manager called me and said" Well is there an active leak?" I said "the attic is wet, so yes there is an active leak." I have not heard back from them and I need to sell my house. At this point also, I do not even trust they are competent to fix it. I called another roofing company and was explaining my situation when the lady asked me " Was this Turn Key?" I could not believe she guessed it with hundreds of roofers.

  

  Business Response

  Date: 11/02/2023

  I personally have had several conversations with *********** regarding her concerns and allegations regarding the roof. Since March, we have addressed her concerns although she continues to challenge us on the roof.
  
  She has not physically been on site to evaluate the roof or walk the residence with us as she lives out of state. Initially, she reported a roof leak, when in fact, her realtor, ******************************* and the tenant himself clearly stated that the roof never leaked since the start of his lease, before our installation in 2022 or after. As of the date of my visit in June 2023 there had still not been a leak.  Please be mindful that Hurricane *** made landfall and impacted all of the *************** area on September 28, 2022.  The tenant clearly stated that he never had any leaks from the roof in June 2023.
  
    However, there was significant water intrusion at the foundation in the front of the house and the living room walls were exposed and under construction at the time of my visit. 
  
  Several of my staff have walked this property prior to my visit.  I have personally visited this home three times to address her concerns about the leaks and look of the roof. 
  
  We did make an adjustment to the roof to address the wavy look at the front of the house as there was a high truss issue.  This is a normal construction/builder issue that occasionally occurs and can go unnoticed from the original construction of a house.  This was not the result of our installation. The wavy look could not be seen from the right side of the house or the left, only visible from the front of the house,directly in front of the door. Therefore, we made the adjustment in good will, although contractually we were not under any obligation to do so as the roof had passed final inspection. 
  
  Since then, there have been claims of leaks, flashing issues as a result of a home inspection as *********** is trying to sell her property.
  
   The crew sealed the wall to the roof intersection and the local building inspector passed the in progress and final inspections to certify our work. We have completed our contractual obligations. 
  
  As you can see in her email from June 12, she has threatened to harm our reputation with complaints to the Better Business Bureau and social media. Her claims are without merit.
  
  ****
  

  
  

• Initial Complaint

  Date:04/27/2023

  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.

  This is a brand new roof and this will be thee 4th time that has leaked in the very same spot. We are afraid that we could have more damage inside the roof because of all the water that has leaked in. I need help getting them to do a proper assessment of the leak and repair the damages.
  
  Thank you

  

  Business Response

  Date: 05/26/2023

  As discussed, upon receipt of your letter, our Division Manager **** ********* contacted Mrs ********. There are no leaks since the last repair and we are scheduling the painter.

   

  Initially there was a leak regarding the skylight. It was resolved and we had several conversations with Mr and Mrs ******** in April and early May.  On or about May 5, there was an agreement with Mrs ******** that we would see how the repair fares in the weather over a short period of time prior to painting/touch up of the interior that was a result of the leak. This may be where the delay was, but it was mutual agreement as I understand.

   

  Please let me know should Mr and or Mrs ******** have additional questions or concerns. We want to resolve them. Please extend my email address to them.

   

  Thank you for your help in resolving this matter.

• Initial Complaint

  Date:11/14/2022

  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.

  Original roof contract was signed Oct 26 2021 and we paid $23,000 upfront. We signed another contract 11/11 2021 to change to a Drexel system, to copy a roof system at *** ***** *** ******** **** Company representative *** ****** told us our roof could be completed before the end of December. Balance remaining is $11,000. Due to incomplete and faulty installation we are withholding further payment.
  After taking a payment of $23,000 on Oct 26th 2021 Turnkey didn't apply for a permit until Jan 2022.
  The first metal roofing panels installed the end of January 2022 were so wavy (ie, oil canning) the manufacturer (Drexel Metals) agreed to replace all panels and Turnkey reinstalled. Install took months with weeks in between when no one from company showed up despite repeated emails, phone calls and text messages. Throughout the installation there was rarely a supervisor or project manager on site except on the first day when the tile roof was removed. There has been 2 Project Managers assigned to the job, both have now left the company, so continuity of work and follow up of problems has not existed. After repeatedly asking for problems to be fixed: e.g. no boots on hot stacks, (water has leaked into our gas furnace since June), no fireplace chimney cricket, then incorrect install of cricket using different metals (non galvanized) and poor workmanship, flashing incorrectly riveted, seams atop gables not attached with sufficient fasteners nor adequate butyl tape to water proof correctly and valley ends cut too short. Additionally, the flat roof was supposed to have 3 coats of Gaco silicon; 2 coats of some other product was applied. We finally had an independent inspection done by a forensic architect. The report is uploaded below and contains a detailed list and photos of the problems at present.

  

  Business Response

  Date: 12/13/2022

  Good Morning ********!
  
  Thank you for your call this morning.
  
  We are in direct discussions with Mr and Mrs ********* to settle the pending claims and dispute. I understand that you just need an update on this matter and a response was needed. Please note that we are working towards an amicable settlement with the **********, one that they have already agreed to the terms. Once the final agreement is signed, then we will have more information to offer.
  
  Have a wonderful day!
  
  ****
  

  
  

  Customer Answer

  Date: 12/14/2022

  [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:We have reviewed the response made by the business in reference to complaint ID ********, and are waiting for the formal offer letter for signatures.

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:10/06/2022

  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 had hail damage in 2021 and filed a claim with my insurance. they sent out a vendor Turnkey Roofing (Who they no longer have on there list). I was persuaded into using them from the gentleman that came out. I hired them and they put on a brand new roof in 2021. In August of 2022 I saw a spot on my ceiling and turned the light on. Water was spraying out through my fan. I immediately called Turnkey roofing and they came out. They stuck a little tar under some shingles on a brand new roof. None of the workers spoke english. That is what my husband got from what they said. 2-3 weeks later a gentleman **** called me to come out and fix my roof again. I told him someone was out but that there were more water marks on the ceiling and I don' think it was fixed. I was at work, he said he would call me back and never did. A month or so later Hurricane Ian hit and our ceiling collapsed in the same spot they said they fixed. They were negligent in putting my roof on because we had water and mold up there for quite some time after hiring a professional to check. They did not fix my roof properly causing all of this and it all could have been avoided. I immediately called them. They told me I was no longer under warranty due to the hurricane. They told me they would send someone over, I asked that he spoke english or a supervisor come so we can fix this, ****, said sorry I cannot promise that. They told me I need to file a new claim and pay a new deductible, this is not on them any longer. They came back out and once again did something to the roof. They will not help with the water damage or ceiling damage. They were so negligent in this matter. I had the field adjustor come out from my insurance, he said the wood is rotted, they never changed it. He also said there was a gap in the roof when installed that leaked the water. I paid out of pocked for ply wood, for what? the wood was rotted. This is costing me a fortune now. I want my deductible back along with the plywood I pai

  

  Business Response

  Date: 11/02/2022

  After reading the review we have a different version of events than the owner.  Though communication could have been better, her assessment is unfair as we tried to come to some resolution.  I, as the owner of the company, set an appointment to meet with her and her husband personally, which she cancelled the following day.  The issue was that she did report a leak to the roof we installed and we sent out our crew to resolve the issue.  Then our project manager reached out to her to water test the repair to ensure it was done properly.  That meeting did not happen.  She did correspond according to our notes in her file and she would keep us updated if anything new occurred.  Shortly after, hurricane Ian arrived and she called in that her roof leaked.  As like any roofing contractors, roofs are not warranted to withstand hurricanes.  All manufacturers void warranties after such events due their nature.  That is where Homeowners insurance picks up.  That is why we advised her to file a claim for the roof damage as it most likely was from Ian.  
  
  With all that said, I still wanted to personally work through it with the owner because I understand what it may seem, but she did not afford me the opportunity.  The other claims that we never replaced wood or that we're no longer part of her carrier's program are not true.  At this point, we recommend the owner file a claim to their homeowners insurance.  If there is any validity to their claim, her carrier would surely subrogate the claim to us.  
  
  *** ********