ComplaintsforBest Choice Roofing

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company sent an invoice with a set price of what we owed for a roof replacement. We paid our deductible and after completion the insurance company sent them a check for the amount owed but there was extra money. They sent a new invoice claiming that the extra money was for an additional cost to gutters. It was complete crap. 3 reps called us stating that a check was being generated and finally after going back and forth for 3 weeks they say whoever said we were getting a check was wrong.

  

  Business response

  11/29/2023

  HI- 

  Emily in A/R has reached out to you notifying a refund check is being processed. If you have another issues contact me directly at ********************************

  Happy Holidays 

  Jeff *****

  VP of Operations 

  

  Business response

  12/11/2023

  Emily V****** the A/R employee for Best Choice Roofing emailed last week. She ended up speaking with the husband who agreed to the $400 refund. 

  Best,

  Jeff 

  Customer response

  12/11/2023

  
  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.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  06/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I contacted Best Choice Roofing for a roof replacement and it has been problems from the beginning. First, they lost the check that the insurance company issued to begin the roof replacement. Then they dropped a dumpster on my newly wavered driveway stating the dumpster would not cause any damages (it did, I had to have pavers replaced and the driveway resealed.) Then they stopped the project halfway and didn't come back for about a week. Once the project was supposedly completed, the project did not pass the county inspection. After coming back and fixing some of the shortcomings, they passed the county inspection, but had not properly replaced the gutters they dismantled. The solar lights that were installed on the gutters disappeared never to be seen again, they damaged the fence gate and left tar all over the pavers. When I thought all of this was behind me, and to make matters worse, not even six months after this, the brand new roof is leaking. I have been after them for weeks to get this repaired. They have promised to come out and do the repairs but don't show up when they say they will.

  

  Business response

  06/06/2023

  Mr. ******, 

  I am just reading this and it will be taken care of immediately. I am embarrassed by the actions of the office and there will be write ups and retraining. Expect a call from Marlene this morning. 

  Jeff O****

  Managing Partner 

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

  

  Business response

  07/11/2023

  The repair was completed prior to 6/28/23.

  Customer response

  07/11/2023

  
  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.
  
  Sincerely,
  
  **** ******* ******

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted a roofing company, Best Choice Roofing,waiting weeks after paying them to hear anything, then when it's done, mind you still have the dumpster and left over materials in the drive way, will wait to see a reimbursement for materials not used, walking into your home, and not have air conditioning!? I'm due to give birth in 3 weeks, come home to a 85 plus degree home. They say they will send someone out, they do, and the guy tells you, he isn't an "AC guy", leaves a voicemail telling me they will send out their AC guy, though to find out, they don't have one, and don't plan on sending anyone out. I get a company to come do an inspection, they find a leak, nail in the copper, to a line that is easily seen going from outside the home and into the attic, it's been hit. Best choice tells me go ahead and let the AC company do the work, and they will reimburse me, I speak to the GM prior to doing this, and the tune changes, and he states they won't take responsibility. It's thousands to fix!

  

  Business response

  05/23/2023

  We deeply regret such occurrences. Our utmost priority lies in taking meticulous care and precautions to prevent such situations. Unfortunately, there are numerous contractors who compromise on quality when installing A/C units, plumbing, and driveways, disregarding the guidelines set by the Florida Building Code. As a result, any subsequent work becomes susceptible to damage due to their negligence. While we typically do not undertake repairs for failures caused by other companies, as stated in our contract, we decided to cover the cost of the A/C unit repair. We believed it was the right course of action, despite the contractual provisions.
  Ultimately, our intention is to maintain a clear conscience, ensuring that we consistently make ethical decisions. Best Choice Roofing is an ethical company with unwavering moral standards.

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company was removing my shingles from my roof when they moved the dump trailer from my drive they damaged it they also damaged my soffit when they removed the satellite dish from the roof. I talked to the company on March 31st and they told me I would be contacted by the person handling the complaint, no one has contacted me. I called at noon yesterday (April 10th) told them I was going to file a complaint if I didn't hear back from anyone. I was told to give them an hour, hour and a half to light a fire under some butts. I still haven't heard back from them.

  

  Business response

  04/11/2023

  Mr. ****- 

  We were writing on a solution and unfortunately we missed your deadline. I will have a solution by Friday and will call to discuss it with you. This should not have come to this, but it did. I will take care of it. 

   

  Jeff 

  

  Business response

  07/11/2023

  The repair to the driveway was completed by the concrete contractor. This should be closed now, unless I overlooked something, 

  Customer response

  07/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: The contractor called me and told they would be at my house to make the clean up repairs in 30-60 mins, no one showed up. I noticed a few days ago there had been an attempt to clean it up and no contact was made with me. there is still some areas that need addressed and they removed a marker pin in the driveway that was not replaced

  
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired best choice roofing company to take care of my roof back November 2022. I signed the contract and sent them the initial check for over $6k from my insurance. They reached out to me the end of December to inform me that they couldn't do some minor items and that I have to hire a handyman to paint, fix AC cover etc. They scheduled work to be done Feb 3rd. They dropped the dumpster in my driveway Feb 2nd, called me at 8:00am on Feb 3rd to let me know the crew couldn't make it that day and that they will come on Wednesday 2/8 and that the work will be completed the same day, all while my Garage is blocked by the dumpster and our cars has to stay outside. The crew came on 2/8, They did half of the job and they left by the end of the day. There was no one that spoke English that we could communicate with. I called their service line multiple times, They informed me that they would be back on thursday the next day to finish the job. That never happened. On Friday afternoon couple people showed up to finish the job. I informed them that the facisa for the house is supposed to be completely replaced as described to us by John M***** and Nathan. I texted both, called and explained to them the issue. They sent Tye to do he walk through, I explained to him what needs to be completed. He called John M***** on speaker and confirmed that he told me the fascia will be completed in totality. After he hang up with him, Tye informed us that John was incorrect in what he told us and that he will take care of the remaining rotten areas. To date, that never happened. Instead they kept calling an emailing threatening to put a lien on our house if we don't pay the balance. The balance will be paid to them by my insurance company once I sign the form confirming the work has been completed.

  

  Business response

  04/07/2023

  ****** ** ******* ******- First off, I personally apologize for the blunder on our part. It was a mistake that was not intentional or nefarious in nature. It was complete human error.

  Thank you for bringing this to the BBB's attention. I know you are speaking with Kyle S**** and we are going to be replacing the facia which should have been done when the roof went up. We have made internal changes to make sure this doesn't happen again.

  I will make sure everything is done as contracted. Just give us a moment to get it scheduled. 

  If you have any questions, please call me directly. 

  Again, my sincerest apologies. 

  Jeff ***** 

  Managing Partner 

  Best Choice Roofing=
  407-766-3888

• Initial Complaint

  03/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  my roof was torn down on feb 28. 2023 ..the next early morning march the 1st the roofers who could not speak english were up on the roof roofing the house. i ran out as no inspector had been here for the first part of the job. they continued to do the work. i tried to get a hold of shawn but he did not return call or text. later when the job was done shawn called and said a man would be coming out with the completion letter and collect the money. i said i will not sign it as the house was and still is not inspected.. the paper permit is still on my front door. the gooseneck heat vent on the house is over my dryer which is dangerous to run gets too hot... also too small. a man from roofing co took picture of my complaints. before the job started, i signed a letter to allow best roofing to get an outside inspector best choice manager came for me to sign that letter to.do that. the letter is falsely notarized. trying to get a hold of city to get inspector of course no one will be able to now see mistakes. wood was brought but not used, there was no flashing down, gutter is damaged. j r called once but has not told me the name of his inspector. i lost my dear husband and need your help. where do i go from here? edna ******** ************

  

  Business response

  03/09/2023

  There was a miscommunication and misunderstanding of the private provider form for the final inspection of the roof. JR ****, the General Manager spoke to her moments after she filled this complaint and before we received it. The process was explained in completion and the homeowner has a full understanding of the inspection process now.

  The vent for the dryer has been fixed and work perfectly. 

  There were no forged documents of any kind. 

  
  JR **** resolved all concerns with the homeowner. 

  Customer response

  03/14/2023

  
  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.
  
  Sincerely,
  
  Edna ********

• Initial Complaint

  02/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Roof tear off began on or about 05DEC22 while we were away on vacation - in progress inspection by City was cleared and work resumed on or about 14DEC23 and was completed within 2 days. Upon final city inspection to clear permit, several areas of concern to include but not limited to was excess tar covering white siding, several shingles not level/lifted and larger areas having high spots and not level with other roof shingles were pointed out to city inspector but he said they had put the correct caps and vents in and he had to approve it. Tear off crew also removed tv dish from roof and threw it to the ground causing damage to the dish to which ******* had to replace the dish and changed the mount to a side wall mount to which I had to pay the contractor $155 directly to replace and remount. I contacted BCR several times and spoke with JR, Service Mgr and also both Chris and Shawn (Production Supervisors) and our salesman Thomas C. regarding the previously mentioned issues to include the 18 packs of new shingles and 5 gallon bucket of tar still sitting in my driveway preventing our being able to park in our garage. Last contact I had was with Shawn approximately 3 weeks ago to which he promised me he’d get me on his schedule to come out and look at what I was talking about even though Chris and Tom had been out and both took pictures of the issues and promised they’d be corrected and the remaining packs of materials would be picked up and credited back to my final invoice . To date, nobody has responded or came by. I’m asking for the BBB to intervene and assist us in getting resolution and get the issues fixed as well as getting the excess materials picked up and credited to our final amount owed. I have a balance due them just under $6000 and advised their billing department when they called wanting final payment that I was withholding payment until these issues and credits due us were resolved. Thanks for your assistance in getting these issues resolved.

  

  Business response

  03/05/2023

  As the managing partner I am embarrassed about the issues the homeowner notified us. After being reprimanded and written up, I had the General Manager and the Production manager immediately contact the homeowner. The homeowner made an appointment with Shawn, the PM for a few days later. Shawn met with the homeowner, addressed the issues and we are in the processes of taking care of them. Reputation is everything and even more, communication is key! This will never happen again. 

  Thank you for bringing this to my attention and the problem is being resolved. 

   

  Jeff Olson 

  Managing Partner 

  Best Choice Roofing

• Initial Complaint

  11/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On December 2021 my husband and I got our roof replaced by Best choice Roof, when the job was done the project manager came to our.house to collect the check, at that moment my husband showed him a corner of our garage that didn't get done right and we could obviously tell that needed to be done again. Shawn said he will get back and that he was gonna get it fix! He never came to our home. 10 months after we get hurricane Ian, our garage got water inside and the dry wall was falling apart. We called the company right after and told them what happened! The secretary said Shawn was gonna give us a call back within 30 minutes. Two days after still waiting for Shawn call my husband calls back and got the same answer that he was gonna call us in which I had to called and told them I was gonna keep calling every 39 minutes until I get a call from the manager! A week later Shawn finally showed up in the house took picture of the garage and said oh yeah we have to repair this! He said he was gonna get people same day to repair tue dam anger outside and then he was gonna call to schedule an appointment for the inside damages! 1 week later nobody has showed up in my house. My garage smells humid and when my bus Dan called again asked to speak with Shawn manager but honestly he showed no interest in helping and all he said was I'll have Shawn called you today, which he never did. It's been 2 weeks since that and we still waiting for this problem to be resolve! We paid 4,000 out of pocket plus whatever insurance paid them to get the roof done and this is how we have been. treated. Please help I don't know what else to do

  

  Business response

  12/22/2022

  Business Response /* (1000, 5, 2022/11/21) */ Dear, Ms. ******: Thank you for bringing this to my attention. We always strive to better our business, and feedback like this helps us to do just that. I spoke with our production manager and was informed there were previous issues with the wall flashing falling short of your roofline (instead of meeting the roofline) which was the way the deck was built during original construction. Unfortunately, this is an issue we see often from builders. Despite falling short, the flashing was in good condition--meaning there was no rust or reason to fully replace it. We did, however, perform a small repair to assist with the structure of the original flashing. However, I have learned that we were informed that there was a small leak due to the hurricane. Our team works hard to be the best in our industry and to take care of the needs of our homeowners. As soon as we were able, we scheduled a full repair. The date of that repair is Monday, November 21st, 2022. During this repair, we will be installing new L flashing and counter flashing. This should fix the pre-existing flashing issue from the original build of the house and prevent further leaks. Please know that we're here to help and we stand true to our 5-year warranty. I also want to mention that after the hurricane, we had a limited staff and did not have access to our office for 2 full weeks due to flooding. As soon as we were able to access the office, we have been working around the clock to take care of our clients. We appreciate your understanding and patience as our phone lines have been ringing nonstop with hurricane related emergencies and our teams are constantly out in the field. We sincerely apologize for any delay in response during this incredibly difficult time. If you have any questions or concerns, please know that you are welcome to call me directly at 407-766-3888. I am happy to assist personally. Thank you again. Kind regards, Jeff O**** Managing Partner Best Choice Roofing

*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. ↩