ComplaintsforApex Roofing & Restoration, LLC

• Initial Complaint

  03/06/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a contract to repair the roof in my house with funds arising from an insurance claim. The insurance company went insolvent and the claim was referred to the ******* insurance guarantee Funds (FIGA), instead of the $50,000 claim with the insurance company, Figa only agreed to pay out $5,000 including attorney fees and the cost of repairs, obviously, the funds are not enough to fix the roof, FIGA put Apex name on the check as a payee because I had signed the contract to repair but Apeex Roofing did not do any work whatsoever, they didn't even put a tarp over my damaged roof and now they are demanding $750 for endorsing the check, Apex did no work to earn this money they are acting unreasonably, no money is owed because they simply did no work to earn it.

  Business response

  03/08/2023

  Apex has had a chance to review this complaint. Unfortunately the homeowner's insurance company went insolvent during the resolution of the claim and the settlement offer was not enough for Apex to complete a roof replacement on the property. As a result, the roof replacement, consultation and hold harmless agreement was cancelled and per the agreement, a cancellation fee in the amount of $750 was charged. However, in a good faith gesture, Apex Roofing and Restoration waived the cancellation fee. ************** spoke with the homeowner on  3/7/23 @ 10:46am CST and informed the homeowner no fee would be charged. This matter is considered resolved.

• Initial Complaint

  03/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My roof was replaced less than one year ago in April 2022. It started leaking so I contacted Apex to repair it. Apex told me they would repair the roof, but they would charge for the repair. According to Apex, the repair wasnt covered under warranty because of the hurricane last fall. We know the hurricane hit south of here and never reached *****. I contacted another company to repair the roof. The company told me that the flashing was installed incorrectly and there was no wind damage to the roof. The roof was repaired in February 2023. It cost ******

  Business response

  03/16/2023

  The Director of ***************** ****, spoke with **************** on 3/16/23 @ 11:38am ***.  It was discussed with the homeowner that the warranty was voided due to the documented winds in excess of 95mph from Hurricane *** on 9/28/22 and ****** on 11/10/22. When we reached out to schedule assessment, **************** informed the **************** Rep *********************** that she had the roof repaired by another company. In a good faith gesture, Apex Roofing and Restoration will reimburse the homeowner for her repair, however the warranties can not be reinstated. This matter has been resolved. 

  Customer response

  03/29/2023

   
  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

  02/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was sent a final bill of the agreed upon amount 3 months ago of $4147.75 for the installation of a new roof. I paid in full on 1/12/2023 the day after damages done to my door by the installers were finally repaired. No additional work was done after the repairs of my property was completed. On 1/20/2023, they sent me a new bill of $1000 with no explanation as to the additional charges. They are now harassing me for payment for these unexplained charges after the final bill was already paid in full.

  Business response

  02/10/2023

  Upon review of the homeowner's file, a billing adjustment has been made and at this time the homeowner's account is paid in full. ******* from Accounts Receivable called **************** on 2/10/23 @ 11:27am CST to inform her and call if she had any questions. This matter is resolved.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Contract date: the original price quoted was $32,700. Apex would not honor. On 9/14/2022, the settlement check released the price change from the actual cost to $35,147.55. The work commences on 11/17/ 2022. On 11/11/2022, the company delivered the roofing shingles and other materials. to start the work. Once the work began, the workers were careless and unconsidered of our property. They were throwing shingle bundles around to the point picture falling off the wall. When asked to be careful, they continue as if we never said anything to them. After the completion roof 32 days later, a section of the drywall fell due to carelessness. I reach out to Apex through email and phone calls. Finally, the sale representative *********************** talked to me and said he would speak with the supervisor and resolve the issue.1/30/2023, my husband called the main office and spoke to an agent, and he told her that we like to get this case closed. And he was willing to pay an additional $400.00 that was left from the $ ****** they claimed was the out-of-pocket expense. Although they refused to replace the fallen drywall, their negligence incurred the bill. We don't trust them and want this case settled, obtaining our roof certificate so we can move on. It has been an experience we shall never forget.

  Business response

  02/14/2023

  **************** Rep ********************** has been communicating with *************** to resolve this issue.  At this time, after speaking with the homeowner on 2/10/23 @ 9:48am CST, ********* is waiting on a reply email from the homeowner. 

• Initial Complaint

  01/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Apex roofing came to knock on my door about 6 months ago. They were offering to repair my roof "at no cost for me but to the insurance." I figured it would be a good idea since my roof was old. They offered to provide legal help if the insurance refused to pay. So, I went ahead and said 'OK". After that they started a process with a layer involved to get the claim going and since the insurance refused to cover the roof, they decided to start using their lawyer. ****** contacted me multiple times and advised me to hire some people who he recommended so they could take care of the analysis of the air to prove that we were breathing mold since there was humidity at my house. anyway, long story short, these people went and cut some holes on my roof stating that "apex will fix them when they did the roof." Roof was done and many of their people came to take pictures of the inside which needed to be repaired. They all said "yes ma'am, we have noted it and we have the pictures so we will report this so it can be fixed." December went buy and after finishing the roof, nobody showed up again. I called some of the contacts I had and they will redirect me to people which "did not know who to ask." After trying to call and get an answer and not hearing back from these people, I finally had to go ahead and pay somebody to do the job. It was critical since I had the holes with no insulation and the cold was killing me, the house could not be kept warm because of those holes. Now, they are finally reaching out to me demanding payment. They have been extremely rude and they pretend not to care about the holes they did not repair, they have made threats and rudely stated that "I signed a contract." I replied that in deed I di sign a contract but the contract was for a FINISHED work not an incomplete one as it is. Please help me resolve this issue , BTW, they charged ****** dollars for the roof and supposedly to repair the inside of my house, now they are demanding **** more.

  Business response

  02/08/2023

  After researching the file, the homeowner filed an insurance claim due to damage to the roof. The claim was denied. The homeowner hired an attorney to settle the insurance claim. The case settled with the authority from the homeowner. At no point did Apex provide services other than the roof replacement. Apex was not aware of any interior damage or interior repairs. After reviewing the homeowner's internal file history and communication, we found no indication of communication regarding interior work or remediation.  There was never confirmation that Apex would be doing any work outside of the roof.  Apex did not cut holes in the homeowner's ceiling, nor did Apex direct anyone to do so. Apex only performed the roof replacement per the contract. The amount owed the homeowner is referring to is her deductible for $1,000, and wood for $1,300 due to rotted wood on the roof that needed to be replaced to ensure the integrity of the roof structure.

  Customer response

  02/10/2023

   
  Complaint: 18936938
  
  I am rejecting this response because: Apex roofing DID inspect the ceiling MULTIPLE times and with each and every person assuring us that the inside would be fixed by APEX. Those holes were done by the contractors sent by APEX roofing attorney. He assured me that it had to be done in order to show intend from our end to make repairs. I went with what APEX roofing hired lawyer said was needed. I am 75 years old, have I been taken advantage of? I have only been doing what they advised me to do including this companys lawyer. Why in the world did they send somebody to cut holes in my roof???? This lawyer was hired and chosen by APEX roofing. What kind of fraud is going on here? 
  
  Sincerely,
  
  *******************************

  Business response

  02/20/2023

  As stated previously, Apex Roofing and Restoration was hired for the roof only and performed the roof per the agreement. Apex did not hire or recommend anyone for interior work or remediation. The case settled with the authority from the homeowner by the attorney that she retained, and did not include interior work. 

• Initial Complaint

  01/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  signed a hold harmless agreement, direct payment authorization, assignment of benefits with Apex on 3/31/2022 and a construction agreement on 5/3/22 for $17521.76 to have my home re-roofed. My insurance company USAA issued a check for $12183.09 prior to commencement of the work. The job was satisfactorily completed and the insurance company issued another check for $3338.67. I made and additional payment of $2000 my deductible for a total of $17521.76 the total agreed upon price. In September I received via certified mail a letter from ************** notifying me they were filing suit in my name and Apex Roofing for damages or additional funds from USAA. USAA issued an additional check on 01/24/23 to ************** and Apex Roofing for $17,500. There is no way a re-roof on a **** SF should cost $35021.76. I would like an explanation for the lawsuit for additional funds, as it will adversely affect by homeowners insurance in a state that already has escalating insurance costs.

  Business response

  02/01/2023

  The Director of **************** spoke with the homeowner on 2/1/23 @ 9:10am CST, however, the homeowner stated he was unavailable to talk. The Director explained that an email would be sent answering his concerns, and if he had any questions after reviewing it, to please reach out to her.

  Customer response

  02/09/2023

   
  Complaint: 18898008
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer response

  02/09/2023

  I am rejecting apex roofing and restorations  response to my complaint for the following reasons:

  1. there were several roofs done in my area by Apex and none that I know of cost $35000. Many of those homes larger than mine. I recently received an email saying that I was 15 days overdue on  an additional payment of $10478.24.   I have never been billed for the additional amount; I have a signed contract saying my total out of pocket would be my deductible of $2000. They have received 35k in payments which includes my deductible. I reached out to Apex on 2/6/23 for an explanation and have not heard back.

  2. I reached out to the ******* ********** of ********* Fraud: they informed me that they have an investigation ongoing into Apex Roofing and Restoration's  business practices in *******. 

  3. Apparently USAA, my insurance company, would rather settle these types of claims rather than litigate.

  Business response

  02/10/2023

  With reference to ******************** complaint:

  1. The homeowners roof was settled for an agreed upon amount from his carrier, not $35,000, and the remaining balance is not an out-of-pocket expense to the homeowner.  An automated letter regarding a balance due was inadvertently sent to ******************, and Apex apologizes for any miscommunication.
  2. Apex is not aware of any ongoing investigation into its business practices.

  Customer response

  02/10/2023

   
  Complaint: 18898008
  
  I am rejecting this response because: the attachments show that USAA paid out ********* to Apex roofing and their law firm **************. The second attachment shows that I paid my deductible in the amount of *******. That totals to be *********. No one in my area that I know of paid that much for a roof of similar size approximately: 42sq plus 15% overage=48.3sq. So their reply that is was not $35000 is true, I was off by $57.48. I asked them to provide me with with documentation that shows what additional materials/labor etc. that contributed to the inflated cost. I have not received anything as of yet.
  
  Sincerely,
  
  ***************************

  Business response

  02/20/2023

  The Director of **************** reached out to the homeowner on 2/20/23 @ 12:41pm CST leaving a voicemail to discuss, as the documents the homeowner referenced were not attached, and Apex's file reflects a much lower settlement.

• Initial Complaint

  01/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  NOT TRUE TO THEIR WORD...$3000 lesson...I had storm damage from a high wind storm, not the hurricane. They informed me that they would write the report and "fight" with the insurance agency as necessary. The original quote was $22,000 while other roofers were $16000 and $18000. When I questioned it, they informed me that it would be fine because they would come down after fighting with the insurance agency. Both the agent and his boss on the phone repeatedly assured me that it was written high to help with the insurance fight and that it wouldn't be that number in the end. The contract was signed and the attorney took over. Do yourself a favor and hire your own attorney. The attorney fee was $5000 and Apex did nothing but hand over my number. After months of fighting with the insurance agency and having them go bankrupt, the state finally wrote me a check in September.When I called Apex to schedule, I was informed that the agreement had been reached they informed me that it was going to be MORE money now. Are you kidding me?! I let them know that it was bogus and that I would be informing everyone about their scam. Now I have to pay them $3000 for handing my number to an attorney. I STILL don't have an endorsed check that I can cash because they are one of the signers. They repeatedly tell me that they will contact me with the next step and they don't. They will send an inspector to my house, but I get to drive over an hour to their office to have the check endorsed. Of course, I can mail in the only check that I have an hope that eventually they give me back my money but that seems sketchy, doesn't it? I have been holding a USELESS check since September. I am thankful that I have the means to hire another roofer to do the work, $18,000 EVEN AFTER THE HURRICANE!

  Business response

  01/11/2023

  Apex has had a chance to review complaint #********. The in-house attorney ********** spoke with the homeowner on 1/9/23 and listened to her frustrations. Per what was discussed, the insurance company went insolvent during the resolution of the claim and the settlement offer was not enough for Apex to complete a roof replacement on the property based on the final estimate amount. As a result, the roof replacement, consultation and hold harmless agreement was cancelled and per the agreement, a cancellation fee in the amount of 15% was charged. While it is always important for Apex to keep our customers satisfied and make fair decisions, our claim evaluation processes are strict, and we take into account all details to decide whats the right course of action for all parties involved. After the conversation ended, the matter was resolved, and no further action is needed. 

  Customer response

  01/20/2023

   
  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

  01/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had a roofing claim with them from about 2 years ago. It has settled low and i have a check to go towards repairs but need to speak to someone about it. I've been leaving voicemails since November and the only person who picks up the phone is a Faith on extension 728 (who is helpful) but always tells me a manager or supervisor or someone will call me but no one ever does.

  Business response

  01/12/2023

  The homeowner spoke with ************** and **************** on 1/6 to discuss his concerns. ****** and the homeowner reached an agreement. ************** spoke with the ************** on 1/10/23 and emailed the homeowner on 1/12/23. At this time all concerns have been addressed and resolved.

  Customer response

  01/14/2023

   
  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.  Thank you so much for assisting me in this;  i've never had to use BBB and you were great at getting there attention.  Thank you so very much.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Apex replaced our roof through an insurance claim settlement. The workmanship has been reviewed by two independent companies one was for a wind mitigation and the other is a local roofing company to repair the damage to our roof. Both companies have found the drip edge to be bent, the roofing company indicated it was the wrong size and was forced to fit which is now making our shingles buckle. They also found the gutters that were installed are holding water because they were installed incorrectly and the pitch is going toward the house instead of away. There is a seam coming from the top of the roof that was not completed and is already showing signs of cracking. I received an estimated for repairs in the amount of $3,700. Apex has refused to come look at the problem and based on the pictures I provided they indicated it was hurricane damage of which we in ********* did not have high winds and this problem has nothing to do with a hurricane only poor workmanship. The whole process with Apex was unpleasant, they do not communicate within their own company, it took too long to install the roof and failed the first inspection. I am going to the ********************* to follow up with them, and turning this in to Crimes against seniors as well . This company was well paid for the roof and should stand behind their work and not hide behind it.

  Business response

  12/27/2022

  **************** Rep **************** left a voicemail on 12/20/22 at approximately 11:02am CST.  ****** then spoke with the homeowner on 12/22/22 at approximately 11:03am CST informing ****************** that Quality Control would be scheduling to complete all issues in a timely manner and she would update him during the process.

• Initial Complaint

  12/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They want the rest the money but the damage the door they said want to fixed but anyone respond .

  Business response

  12/07/2022

  *************************************** spoke with the homeowner on 12/5/22 @ 10:49am CST informing her the concern regarding the door was put in to be addressed as soon as possible and notating the file when the homeowner was available with the dates she provided. ********************** then spoke with the homeowner on 12/6/22 @ 2:03pm CST regarding the color for the door. The homeowner has been communicated with and kept up to date since her concern was first brought to Apex's attention. 

*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. ↩