ComplaintsforApex Roofing & Restoration, LLC

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/30/2023 APEX roofing stated over multiple accounts that the ******** posts WERE to be replaced. They confirmed this with my attorney (************) before the home owners insurance cut the check. Now they are stating that this was never said. I need them to finish the job as promised.

  Business response

  11/03/2023

  ****, Director of **************** spoke with homeowner on 11/1/23 @ 9:53am CST and then again on 11/3/23 @ 11:18am CST to address his concerns. The Director apologized for the homeowner's frustrations regarding information that was relayed to him prior to install. After reviewing all documentation in the file, it was noted that per the signed contract and email from the homeowner's attorney, the only funds provided, were for the roof only, the posts were not included. Although frustrated, the homeowner understands, and this matter is considered closed. 

  Customer response

  11/07/2023

   
  Complaint: 20806170
  
  I am rejecting this response because:

  1) APEX fully admits from response that Post were discussed.

  2) APEX's original quote was for 16k, now that the settlement is over, they took over 23k and are now requiring me to pay them $2100 for wood! They stated that wood would be $100 per sheet, which means they would have bought 21 sheets. I was here for the install and I know for a fact this was not the case.

  3) APEX needs to give me a complete breakdown to the last nail used, ALL COSTS, and an answer as to why the price went from 16K to 23K as well as where these 21 sheets of wood went and pictures as to what was replaced.  

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

  Business response

  11/09/2023

  I wanted to address several of the homeowner's points below.

  
  
  Complaint: 20806170
  
  

  
  1) APEX fully admits from response that Post were discussed. - RESPONSE - There was never any admission or agreement that the homeowner was told the posts were going to be replaced, and I apologized if that was conveyed, as we were not privy to the conversation(s) he had with anyone. His own attorney stated it was not discussed.

  2) APEX's original quote was for 16k, now that the settlement is over, they took over 23k and are now requiring me to pay them $2100 for wood! They stated that wood would be $100 per sheet, which means they would have bought 21 sheets. I was here for the install and I know for a fact this was not the case. RESPONSE - This is not part of the original complaint that was sent in and answered.  I explained to the homeowner he understood the price of the roof when he signed the settlement agreement with the insurance company and his attorney. He would have had to agree before Apex moved forward with the build.

   The homeowner was also informed per my conversation with him on 11/7/23 @ 1:38pm CST that there was 180' of 1x8 boards used, not plywood. I explained that I would refer him to Accounts Receivable to discuss the wood charges, that pictures could be sent to document the amount used, and if there was a discrepancy, an adjustment could be made. When he stated he was not aware he would be owing wood charges, I informed per the Pricing Detail he signed, he initialed the highlighted portion stating he understood there could be additional charges for wood used. 

  3) APEX needs to give me a complete breakdown to the last nail used, ALL COSTS, and an answer as to why the price went from 16K to 23K as well as where these 21 sheets of wood went and pictures as to what was replaced.  RESPONSE - Homeowner was informed per that same conversation  that he would be given an invoice showing what he was being charged. The plywood and cost are addressed in response above. 

  Customer response

  11/09/2023

   
  Complaint: 20806170
  
  I am rejecting this response because:
  

  The person responding may have been privy to the POSTS conversation, however, they WERE from and do RESPRESENT APEX, therefore what they told me must be included.

  I am still in discussions with my attorney as I was not privy to her conversation with my attorney, therefore, APEX could just be saying that.

  Full boards of ply at $100 per were discussed. That is all. 

  APEX is now holding my warranty until I pay them more. 

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

• Initial Complaint

  10/03/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  An Apex representative coerced my elderly disabled sister into signing a contract giving them the right to *** the homeowners insurance company. The house is actually in a trust and is owned by 4 siblings. The contract is dated in 2021 and all they did was put 3 tarps on the roof. After waiting 2 years for Apex to put a roof on I paid cash and had another company replace the roof at half the quoted price from Apex. We received a check for ****** and went to Apex to pay for the tarps and get them to endorse the check. They refused to endorse it unless I pay them ***** for not using them! I'm a disabled ******* veteran and I need the funds to repair damage to the inside ceilings from water damage because Apex didn't put the on correctly. I will pay for the tarps, but there is no mention of a cancelation fee in the contract. I would like Apex to endorse the check and charge me for the tarps!

  Business response

  10/10/2023

  ****, Director of **************** left a voicemail for **************** on 10/9/23 @ 11:11am CST, apologizing for the delayed response as she was out of town. She informed **************** that Apex obliged his request and endorsed the check that was brought to the ******* office on 10/3/23. There was no cancellation fees applied, nor was there a request for payment for the tarps. This matter is considered resolved. 

  Customer response

  10/12/2023

   
  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

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Apex roofing was in the area. I let them take a look at my roof. They said they would check into coverage for the roof . At that time I allowed them to because I was going to be in the process of getting prices. At that time the person told me that all roofing companies work with lawyers now ... I have no idea what roofing company do at that the time he said in order for them to even start looking at it , I would have to sign paperwork of which the law office if needed would be used. At that time I told them I had no intention of needing lawyers because I had no intention on suing . The Apex roofing person said this was just protocol. I received something in my wmail which I signed and returned... at that time no one notified me that they were going to go after my insurance company... the young man who was here said nothing like that would happen unless I okayed it . Which of course I didn't because I wanted just a price for the roof...I've found out that I signed a contract of which I had no idea...I've reached out to them numerous times to tell them this is a large mistake and that I have no intention on going after my insurance company to which they said they would " discharge" the paperwork..There lawyer called me and I explained the situation to him! He was rude and said I knew what I was getting myself into ! I explained to him how it was explained to me and that I was only looking for prices when Apex came along...This has now been going in since April, the lawyer of Apex Roofing said he was going to send out paperwork for which I've never received! I even went as far as to ask them for a copy of the original document, which as of today September 18,2023 have not received.I suffer with a brain injury which I suffer terrible anxiety and this is topping the cake!I have tried to contact everyone at Apex roofing to resolve this matter to no prevail....please help me. I'm stuck and don't know what to do. Please help????????????

  Business response

  09/19/2023

  ****, Director of **************** spoke with the homeowner on 9/19/23 @ 9:21am CST apologizing that the attorney did not send out the paperwork requested.  **** emailed the ************** the documents she requested from Apex, and Apex has reached out to the attorney as well to have their documents sent to the homeowner. At this time the matter is resolved.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Workers destroyed my child's sandbox. I've spoken to 3 different people at Apex and it's apparently nobody's problem. One of the supervisors was also spewing racial slurs in my kitchen. I have been contacted for payment and will be looking into the appropriate escrow accounts to house the payment until this is resolved.

  Business response

  08/09/2023

  The Director of ***************** **** attempted to call the homeowner at 3:21pm CST, however, she was unable to leave a voicemail.  An email and text was sent asking the homeowner to reach out to her at his earliest convenience

• Initial Complaint

  06/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  About 13 months ago Apex came through my Neiborhood and assured me they could get me a new roof through my ***************** and all I would have to pay would be my deductible, the guy that promised me this no longer works for Apex. My insurance company tried to buy me out of the claim with $2800 claiming with my deductible $3800 would fix it! Apex put their lawyers(****** ********** on the claim and after a year the ***************** offered a settlement and MLG said I should go with it! Moving ahead to present a couple of weeks ago Apex sent a guy from ************ down to get colors for trim ,etc... also he had me sign paperwork claiming that I would be responsible for all plywood replaced at $100 a sheet! I told him I was not happy with that and I would contact the lawyers as this is not what I agreed to originally with the initial claim! as of yet I have not heard from anyone in this matter other than the secretary's acknowledging they received the Email! I don't know what to do but I have no intent on letting them touch my house until this is resolved! I know I made it clear to everyone involved that there were a lot of rotten places on the roof before anything was ever signed and I was assured all I would be responsible for was my deductible! I am struggling to survive on a fixed income and I cannot afford this!

  Business response

  06/13/2023

  ****, the Director of **************** reached out to the homeowner on 6/8/23 leaving a voicemail to apologize for the lack of communication and discuss his concerns and cancellation. The Director left subsequent voicemails on 6/9 and 6/13, along with an email 6/13, to discuss sending over the proper paperwork to cancel.  There has been no response from the homeowner at this time. 

  Customer response

  06/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, They are going to give me back the settlement funds and I will find my own roofer to complete the job! 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had these people come give us an estimate on a roof one of several we had we agreed and signed paperwork for our insurance company in the mean time we decided to not go with them and hired a different contractor to do the work this was a year ago now yesterday they send us to collections for $4677 and they never did a thing

  Business response

  06/13/2023

  The Homeowners complaint against Apex is made in bad faith. The complaint is false and misleading and attempts to paint Apex in a very negative light. The homeowners recollection of the events that transpired is entirely inaccurate. The Homeowner claims that Apex only provided a quote, one of many, and that Apex never did a thing. When in fact, Apex is the reason the Homeowner is able to make the necessary repairs to their home. Below is an accurate representation of the events.  
  *********************************** (Homeowner) filed a claim with her insurance carrier for damage to her property. On 11/3/21 the claim was denied by the ******************** carrier. On 11/10/21 Homeowner and Apex Roofing and Restoration, LLC (Apex) entered into an Assignment of Benefits Agreement (***). The *** assigned the rights and benefits of the claim to Apex, including the right to file suit against the ******************** carrier. Since the claim was denied, Apex, as assignee of the claim, retained an attorney and filed suit against the ******************** carrier to obtain the funds needed to repair the damaged property. Over the next four months, Apex and their attorneys worked diligently to secure the best possible settlement for the Homeowner. In March of 2022, Apex secured a settlement, which would allow Apex to replace the Homeowners roof. Once the settlement was finalized, Apex and Homeowner entered into a new construction agreement for Apex to replace the roof for the amount of the settlement.   
  The settlement funds were then issued by the insurance carrier. The Homeowner, Apex, and the Homeowners mortgage provided were listed as payees on the settlement check. The check required endorsements from all payees. Apex took on the burden of processing the settlement check with Homeowners mortgage provider. Communication between the homeowner and Apex continued while the check was being processed and endorsed. The mortgage company mailed the Homeowner the fully endorsed check on 7/12/22.? On 7/22/22, after receiving the fully endorsed check for the settlement funds, Homeowner called Apex stating they wanted to cancel the construction agreement. On 8/4/22 Apex called Homeowner regarding the contract and Homeowner inquired about the cancellation fee provision listed on the Terms and Conditions of the construction agreement. On 8/13/22 Apex called Homeowner and left a voicemail. Again on 8/17/22, Apex called Homeowner to discuss, and Homeowner advised Apex to stop calling and disconnected the call. Calls continued to the Homeowner regarding the contract cancelation in an attempt to resolve amicably. Additional calls were placed to Homeowner on 9/14/22, 10/4/22, 10/18/22, 11/2/22, 11/18/22, 12/9/22, 12/14/22, 1/25/23 and voicemails were left with no return call, and if the Homeowner did answer, Apex representatives were disconnected as soon as they identified themselves. After a number of failed attempts to resolve amicably, the file was then sent to collections. 
  The Director of **************** reached out to the homeowner on 5/31/23 and again on 6/9/23 leaving a voicemail. Per the signed construction agreement, should the Homeowner elect to cancel the agreement outside the grace ******* Homeowner is subject to Apexs incurred costs and 15% of the contract price. Currently Apex is only seeking 15% of the contract price. The homeowner had been working with Apex throughout the process until July 22, 2022, at which time the homeowner received the settlement check and decided to cancel with Apex and ceased all further communication.  
  Apex put forth significant time and effort assisting the Homeowner. Apex inspected the property, wrote estimates, hired an attorney, and assisted the attorneys in the litigation, which ultimately resulted in settlement, Apex processed the settlement funds with the mortgage company, spent a number of hours doing administrative work, and more. Despite all this, the Homeowner claims that Apex never did a thing.    

  Customer response

  06/14/2023

   
  Complaint: 20118771
  
  I am rejecting this response because:
  
  Sincerely, we are talking with our attorney about this matter and we contacted the insurance fraud department 
  
  *************************************

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  March 27, 2023. APex Roofing installed a roof on my home that has failed inspection several times. We have called the company and have been told that they will take care of this but nothing has been done. They have left a permit on my door for almost two months and nothing has been done. I cannot get home owners insurance until the roof has passed inspection. I have called Pasco ******************** and have been advised that Apex is to either replace half the roof or send in more photos or engineer letter and none which have been done since March. Apex is now demanding payment but the work is not complete at this time.

  Business response

  05/25/2023

  **************** Production Coordinator has been communicating with the homeowner regarding his Final inspection and informed him on 5/16 the Engineer letter was submitted, and Apex was waiting on approval through the portal.  Homeowner passed the Final Inspection and the document was emailed by ****************** to the homeowner on 5/23/23 @ 10:38am. This matter is considered resolved. 

  Customer response

  05/30/2023

   
  Complaint: 20064690
  
  I am rejecting this response because:

  the company has not provided us with the wind mitigation inspection report. 
  

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

  Business response

  06/01/2023

  ****, Director of **************** reached out to ********************** on 6/1/23 @ 7:03am CST leaving a voicemail to explain that Apex does not provide a wind mitigation report.  He would have to reach out to a company that specializes in that field, and to please call with any questions. 

  Customer response

  06/02/2023

   
  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

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/15/22 *********************** presented at my home following a winter storm that day and asked if he could inspect my roof for storm damage. He wrote an estimate and processed a claim with my property carrier Citizens who promptly paid the claim on 12/31/22 for $21,906.80 with a standard holdback of $9512.20 payable at completion.I was then contacted by ******************* (production manager), *************************, ****** (administrator), ******* from the ** law firm,and ******** (accounting lawyer?). After over 2 months of delays, ******************* comes to the home on 3/13/23 to sign production contracts and I gave him the check for $21,906.80. My file was then turned over to ****** Dates as production coordinator to schedule a commentment date for roof replacement. ****** is useless, can never answer a question, refers to another nameless production manager in ******* and still no project date. It is now 2 months since Apex took my money. My last inane conversation with ****** indicated no production date yet since I opted NOT to retain their attorneys to litigate against Citizens should they not pay the holdback funds. This punitive action on the part of Apex, while holding $21K of my money, is reprehensible. I have no confidence that they can do this project or even want to, which is fine with me. I would like a full refund to look for another roofer who will not drag this out for the 5 months that Apex has, while holding $21k hostage. I have not been contacted by anyone from Apex in the last several weeks which confirms their utter disinterest in replacing my roof. I am outraged by their conduct and do not want to do business with them any longer. Do not trust a door to door roofing saleman whose only interest is swindling the public due to a ******* storm at the homeowner's expense. I want my money returned YESTERDAY!Apex already has all pertinent documents.

  Business response

  05/22/2023

  ****, Director of **************** called ************ on 5/22 @ 9:07am CST and left a voicemail apologizing for the delayed response, as she was out of town the previous week. 

  Customer response

  05/24/2023

   
  Complaint: 20048548
  
  I am rejecting this response because: it is not a response to the complaint
  
  Sincerely,
  
  ***********************

  Business response

  05/26/2023

  After leaving the voicemail for ************ on 5/22/23, the Director of **************** reviewed the file.  **************** left a voicemail and emailed the homeowner on 5/18/23 @ 1:43pm CST advising of material drop and install scheduled date.  ****** reached out on 5/22/23 @ 9:47am CST to again advise ************ about the install date. On 5/24/23 @ 2:51pm CST the Director left a voicemail informing ************ the delivery of material and install date had been pushed up to the material being dropped 5/26/23 and the install starting on Tuesday, 5/30/23. ****** also left a voicemail and sent email on 5/24/23.  The Director then spoke with ************ on 5/24/23 at 4:37pm CST apologizing for the lack of communication on Apex's part to keep him informed of scheduling his install and to advise of material drop and install date change. Also advised the Complaint was not responded to as she was out of town and did not return until Monday 5/22, at which time she left him a voicemail. Homeowner was advised if any questions or concerns to reach out to the Director as soon as possible.

  Customer response

  05/27/2023

   
  Complaint: 20048548
  
  I am rejecting this response because: I verbally accepted The Director of Customer Service's (*****) resolution for the 5/26 and 5/30 plan. Also received an email from ****** D on 5/24 about plans for 5/26 and 5/30 which I agreed to via email. Production/Quality Control *************************** from Apex shows up on 5/26, takes property photos and posts a permit. The driveway is cleared for the dumpster and material drop. Remained home all day. With no surprise, no one shows. Spoke with ******* on 5/27 who has no explanation about the dumpster or the supplies and due to this, could not commit to a 5/30 start date. ******************* that if work has not commenced on the morning of 5/30, do not bother to show up. I will pursue a full refund by several alternate means.    

  Sincerely,
  

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

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Apex Roofing filed claim with our insurance company and they settled with Apex and now they've kept our check for $20,000 for over 6 months refuse to give it to ** or fix our roof. Now APEX claims the Check has now EXPIRED. NOT OUR PROBLEM. WE SIGNED THE RELEASE IN NOVEMBER 2022. PLEASE HELP

  Business response

  05/10/2023

  ************** spoke with the Director of ***************** ****, on 5/4/23 who apologized for the lack of communication on Apex's part and assisted the homeowner in moving forward with his install. The homeowner met with **************** on 5/6/23 to finalize documents. ****, left a voicemail on 5/10/23 @ 11:57am CST to update the homeowner that Production would be reaching out this week to schedule his install. This matter has been resolved.

• Initial Complaint

  04/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In February of this year, Apex provided a verbal quote of something over $24,000 to replace my damaged roof. On March 1 their representatives ****** and ****** came to my home, I selected shingles, and they indicated that they would return the first of the following week to get contract signed and I should have my roof in 4-5 weeks. I am obligated to use this company since there was a pre-hurricane litigation for roof damage. I have a check in the amount of $14,216.49 payable to myself and Apex that I cannot cash. I am also unable to move forward to settle my claim for damage from Hurricane *** because my insurer requires a copy of their proposal for roof replacement, which they will not provide. It has been over 7 weeks. I need: 1) copy of their proposal to replace my roof for the price quoted, 2) endorse the check that covers a significant amount of the new roof; and 3) replace my entire roof in a professional and workmanlike manner.

  Business response

  05/01/2023

  The Director of ***************** **** reached out to the homeowner on 4/27 to discuss her concerns.  After the conversation ended, Ms. **** elected to cancel her contract. In a follow up on 5/1 the Director spoke with Ms. **** informing Apex would send for the check, endorse it and return to her. ************ emailed the homeowner a ***** label on 5/1/23 @ 12:24pm CST to send the check for endorsement and attached a copy of the proposal. 

  Customer response

  05/04/2023

   
  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,
  
  *********************

*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. ↩