ComplaintsforApex Roofing & Restoration, LLC

• Initial Complaint

  11/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  See Attached document

  Business response

  11/29/2022

  The **************** Manager left a voicemail on 11/29/22 @ 3:34pm CST informing the homeowner a request for the Release of Benefits was submitted. An email was also sent to the homeowner stating such, with a follow scheduled for 11/30/22.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Apex roofing replaced my entire roof at a cost of $120,000 about a year ago.Now water is leaking from the roof in to the bedroom ,because they did not finish proper sealing around the chimney.They are completely ignoring me and not responding at all.I had another roofing company come and assess the problem and they told me that Apex roofing did not do the full job around the chimney when they replaced the roof.My bed room ceiling is damaged with water leak and I dont know what to do. I have all the pictures and cost estimates from the other roofing company.I can e mail the information to you.

  Business response

  11/21/2022

  The **************** Manager spoke with the homeowner on 11/21/22 @ 11:50am CST apologizing for the lack of communication.  The concerns have been put in to Quality Control to reach out and assess as soon as possible. **************** will continue to follow up with homeowner to ensure all concerns are addressed and completed.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Apex roofing signed a contract to complete a roof replacement, gutter replacement ( was told must be done with roof replacement in *******), as well as a ************ which attaches to a pool cage. After completion of the roof repair. ***** with Apex mortgage is refusing to complete the gutter replacement for the home and the pool cage super gutter replacement. ***** sent out 3G gutter company trying to get me to replace my entire pool cage which even the insurance company said is not necessary. ***** is attempting to keep the majority of my insurance claim check and only return the portion for the home gutters which will not cover the cost to replace due to hurricane *** cost of inflation for gutter replacement. This work was all agreed on prior to hurricane ***. There has been little too no communication by Apex roofing. I only ask that the job be finished as agreed upon in our contractual agreement. I fear for other individuals that hire this company as they will be led to believe that they will get an entire job done but once part of it is done Apex roofing and ***** will keep the maximum amount possible without completing the job. Halfway through the job ***** insisted that I give him the full insurance check or he would not do any more work. Once the insurance check was handed over no more work has been completed. I only ask for the work to be completed on the agreed contract and with the money given to Apex roofing by my insurance company ******* peninsula.

  Business response

  11/18/2022

  The **************** Manager spoke with homeowner on 11/18/22 @ 11:52am CST.  The homeowner stated he had spoken with ************** that morning and concerns are being resolved.  The gutters are scheduled to be completed week of 11/21/22, and the ************ on 12/13. 

• Initial Complaint

  11/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Representatives from Apex Roofing and Restoration continue to violate our gated community's posted NO SOLICITATION policy. Repeatedly, Apex Roofing has used deception to gain access through our gate, lying to our security staff by representing that they had appointments with residents, which of course they did not. Multiple incidents have been recorded, most recently today, 11/11/2022.HOA Management engaged the Apex Roofing sales representatives who were led by a young main named ******. ****** claimed to own the company. ****** and his associates were rude and disrespectful to the point of insult. The Apex Roofing sales team ignored repeated demands to leave the community. ******************************** Deputies were required to respond to get the sales team to leave. Apex Roofing and Restoration is now PROHIBITED from entering our community without a confirmed appointment with a resident. Any other entry to our community will be considered trespassing.Our Association membership has been notified of these events and encouraged to do no business with Apex Roofing and Restoration.The Association demands Apex Roofing and Restoration cease all solicitation within the community.

  Business response

  11/15/2022

  The **************** Manager reached out to the *** to discuss on 11/15/22 @ 9:06am CST leaving a voicemail.  Waiting on a response.

  Customer response

  11/17/2022

   
  Complaint: 18392920
  
  I am rejecting this response because:

  We received one call and voicemail from ***** at Apex Roofing and Restoration. Her call was returned the same day at 1:40 PM ET. A voicemail was left for her to return the call and inviting her to suggest a time she would be available to speak. She has not returned the call.
  

  Several other attempts to reach ***** via phone were made as follows. All were unsuccessful as she did not answer her phone. All times are ET.
  November 15:
  1:43 PM
  2:09 PM
  3:11 PM
  4:00 PM
  
  November 16:
  10:19 AM
  
  Sincerely,
  
  *****************************

  Business response

  12/05/2022

  Per the phone records pulled, the **************** Manager received a return voicemail @ approximately 12:41pm CST on 11/15/22 after the first contact.  The voicemail was returned on 11/16/22 @ 9:30am CST with a voicemail being left to the phone number provided, ************. At this time there have been no other voicemails received.  The **************** Manager would like to speak with the *** with regard to this matter at their earliest convenience @ *****************. If unable to reach immediately, a time that is convenient to speak with someone is requested to be given.

• Initial Complaint

  10/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I want to be released from the APEX agreement because of four months of neglect concerning my 20 year old damaged roof. On 05/24/2022, APEX employees came to my home and I signed an agreement with APEX to get a new roof through my insurance company. Noel lost the paperwork after leaving my home. Months went by and I called to ask him about an update on my claim. He didn't even know who I was. However, after sending him a copy of my agreement, I was told that the previous claim had never been filed and that I would have to resign a new claim. So on 07/22/2022 I signed another claim. Afterward, all kinds of problems developed between APEX and my insurance company because of the two claims. I called APEX and asked for a new representative and was assigned to Shauna. So, on 09/19/2022, ******* came to my home and signed a third contract. On, Tuesday, 09/27/2022, ******* called me and said that there were severe complications with my claim and that they couldn't help me. I told her I wanted to be released from all APEX agreements and that I no longer wanted anything to do with APEX. I told her to email me the necessary paperwork so I could sign and be released. This was four days ago and I have not received any instructions via emails or phone calls letting me now how to be released. I can only assume that because of Hurricane Ian, these extremely unprofessional representatives have moved on with new victims and I have once again been neglected. I just want to be released from my claim, so I can find a reputable company that will help me with my 20 year old damaged roof. APEX wasted four months of my time and now we're into hurricane season. What blatant irresponsibility that APEX would have such persons working for them.

  Business response

  10/04/2022

  The Customer Service Manager spoke with the homeowner on 10/4/22 @ 2:09pm CST apologizing for the lack of communication.  The Release of Benefits has been put in to be issued and a follow up call is scheduled for 10/5/22 to ensure the homeowner has received her documents. 

  Customer response

  10/04/2022

  
  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

  09/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Apex came soliciting through my neighborhood claiming they were replacing a neighbors roof on May 11, 2022, walked my roof and claimed that there was damage. A claim was filed with my insurance, Centauri Insurance, and an adjuster came out, found no damage and the claim was denied. Following this I requested that Apex Roofing cancel the contract. I requested this originally on or around July 29, 2022 via a phone call with Brittany Jones. She said they would get it cancelled but never reached back out. I then called and left voicemails in the following weeks and also sent an email requesting cancellation on August 14, 2022. I still have not received the cancellation. Claim Number M11240 with Centauri Insurance

  Business response

  09/29/2022

  The Customer Service Manager left a voicemail on 9/29/22 @ 10:42am CST asking the homeowner to reach out and also sent an email apologizing that he was not responded to in a timely manner by the office staff.  The Release of Benefits was sent to the homeowner and his insurance carrier on 9/29/22 @ 9:03am CST.

  Customer response

  10/03/2022

  
  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

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  AFTER EASTER FRIDAY HAIL STORM COMPANY CAME BY-NOT REQUESTED BY US-AND OFFERED FREE ROOF INSPECTION. sAID THERE WAS DAMAGE NEEDED TO MEET WITH OUR INSURANCE ADJUSTER-PROCEEDED TO AUTHORIZE ROOF REPLACEMENT ON 5/1/22-WORKERS PUT NAILS THRU A/C LINES AFTER NOTATIONS ON CONTRACT ABOUT LINES IN ROOF, BROKE FRONT TILE WALKWAY BY DROPING PACKAGES OF SHINGLES ON TILE WALKWAY-BRAKING PLASTIC RAILING ON DORMER TO INSTALL SHINGLES, NOT PROPERLY CALKING VENTS, SHINGLES NOT MEETING, SEAL TABS HANGING FROM ROOF, OVER 300 NAILS PICKED UP BY US AND STILL FINDING MORE, ETC mADE 2 APPOINTMENTS TO FIX ITEMS THEIR QUALITY CONTROL INSPECTED THAT NEEDED TO BE FIXED OR REPLACED AND DID NOT SHOW UP FOR EITHER-NO PHONE OR EMAIL. HAD TO HAVE MY A/C PEOPLE TO REPAIR LINES WHICH HAD TO CUT CEILING OPEN IN ONE ROOM TO ACCESS LINES-THEN HAD DRYWALL COMPANY TO REPAIR CELING-WE HAD TO BUY PAINT AND SUPPLIES TO REPAINT CEILING, NAIL IN LAWNMOWER TIRE,ETC NOW SAYS THEY CANNOT FIND TILE TO MATCH WALKWAY SO THEY DO NOT KNOW WHAT YEAR IT WILL BE FIXED-IF I WANT IT DONE I NEED TO FIND THE TILE, ETC COMPLETE DISREGARD FOR MY PROPERTY AND TIME. HAVE APPOINTMENT SET FOR 9/20/22-WILL SEE IF THEY SHOW UP OR BE A 3RD TIME WITH NOTHING DONE-SAYS TILE WALKWAY STILL WILL NOT BE FIXED. DO NOT WASTE YOUR TIME OR MONEY WITH THIS COMPANY.

  Business response

  09/19/2022

  The Customer Service Manager spoke with the homeowner on Friday, 9/16/22 @ 2:10pm CST.  All matters have been resolved. 

  Customer response

  09/28/2022

  
  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

  08/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Below is an email I received yesterday from APEX Roofing. I have asked repeatedly for them to stop contacting me. The last time I paid them, they told me that "takes care of everything, including my deductible" yet they are demanding I pay them a new balance without showing me proof (itemized bill). Yesterday, they made a home visit while my wife is still in recovery from a severe accident. I have since sent a cease and desist notification and am seeking legal representation as they are in violation of the Fair Debt Collection Practices Act. CERTIFIED MAIL – RETURN RECEIPT REQUESTED AND EMAIL ******* ****** ************** ***** ********, AL *****Email: **********@hotmail.com RE: Account No. *****  Service Address: **** ************** ****, *****, AL ******Dear Mr. ******: I represent Apex Roofing and Restoration in connection with the re-roofing and related work on your home. Your account has been turned over to me from the Accounts Receivable Department for collection. On June 8, 2020 you signed a contract with Apex for roofing services on your home. Apex has performed all of its duties and obligations listed in the contract. Apex has requested multiple times for payment of the remaining balance from you; however, you have failed to remit payment as of the date of this letter. Apex DEMANDS that you pay the remaining balance of $******** in full within 10 days from the date of this letter. You can pay by credit card, by phone, or ACH draft from a bank account. Failure to pay the full balance by the 10-day deadline could result in Apex pursuing all legal remedies available to it, including reporting your account to the credit bureau and filing a lawsuit against you for breach of contract. You should pay your payment as soon as possible to avoid legal action and the addition of legal costs to your bill.

  Business response

  08/17/2022

  The balance on the homeowner's account has been adjusted accordingly.

  Customer response

  08/24/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I am not sure what the balance adjusted accordingly means. Zero balance? I do not want anymore contact from this business. My portion of the debt has been paid in full and I would like confirmation of this.

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

  Business response

  08/25/2022

  The balance has been adjusted accordingly and no further communications or collection attempts will be made by Apex Roofing & Restoration to Mr. ******.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In June of 2020 we asked Apex to come check our roof to see if we had damage and needed to replace our roof. They informed us that we had hail damage that was from a storm in April 2020. They also told us that our insurance would pay for it. We called our insurance company and they only paid for partial repairs. Apex then requested that they pay it all. After a year we made a deal with Apex to put on our roof, which got completed in June 2021. We paid what they said was the material portion of the roof. Apex had filed a lawsuit against insurance company and then backed out with a document stating we were doing the lawsuit with them being paid the remaining amount due them. So now another year has gone by and we went to mediation the insurance company wants to pay as little as possible so we came down on how much we would accept in our pocket to cover what we paid (1/2 of the amount paid) and the lawyer came down on how much she would be paid but Apex would hardly budge on how much they would take. So we are now going to trial. So complaint is that Apex left us dealing with all the issues and yet they can claim all their money. I would like to see Apex adjust what they want as we have adjusted what we are getting. Also Apex added on to the invoice $***** for tarps and did not inform us of this cost. We could have done it ourselves. I will never recommend Apex to anyone.

  Business response

  07/26/2022

  **** *. from the Legal Dept. reached out to the homeowner 7/26 @ 2:07pm CST, leaving a voicemail to discuss and explain the procedures and progression with her file. He is waiting on a call back.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Great roofing job, but the crew destroyed my expensive patio path lights. After several weeks Apex has not agreed to pay for new lights, even though I offered to personally replace the six lights and rewire them $400. Rather generous since replacements, if they can be found would cost between $ 900 and $1,000 plus installation.

  Business response

  07/12/2022

  Customer Service Manager spoke with the homeowner on 7/11/22 @ 1:38pm CST and reached a resolution regarding the pathway lights.  Customer Service Manager sent the homeowner an email @ 1:41pm CST and the homeowner responded in kind.  The Customer Service Manager spoke with the homeowner 7/12/22 @ 8:38am CST to ensure issue was resolved.  He responded it had been.

  Customer response

  07/13/2022

  
  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.
  

  For the record, Apex will not accept their crew damaged the lights and have implied that they could not have done so.  Therefore, they questioned my complaint and there onsite inspector!

  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. ↩