ComplaintsforApex Roofing & Restoration, LLC

• Initial Complaint

  10/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In October 2020, a large tree fell on our home in *********, AL from a hurricane that came through that month. We had had a new roof put on by APEX Roofing in ******, AL several years before, so we called them about repairing the roof. It took multiple calls to get them to even respond, much less perform the job the agreed to. Each time we would call - they said we "fell through the cracks." We talked multiple times to ****, then ******. We worried about rain and ice during this time without the repair being done, concerned we would have additional damage to the house. We didn't even have a DATE they were coming. They finally came in April 2021 to repair the roof, some FIVE MONTHS after the damage. We had to call another construction company to finally to finish the job - since we were not aware they would not repair the soffits and other parts - and APEX would not CALL US BACK. A simple call would have told us they were not doing anything else. We did not sign a work completio

  Business response

  10/28/2021

  Business Response /* (1000, 5, 2021/10/21) */ Homeowner contacted Apex in November requesting a tarp. Once the tarp was completed we were awaiting a quote to present to the homeowner and were working with their insurance company to obtain a supplement to complete the repair. The supplement was approved on 3/12/21 and Ms. ******* reached out to the homeowner to have documents signed. The contracts were signed on 3/23/21. Customer Service Mgr spoke with the homeowner on 3/23/21 @ 3:09pm CST informing him of date to repair. The homeowner requested the date of Tuesday, 4/6 as he wanted to be home. The work per signed contract was performed on 4/6/21 and homeowner was subsequently invoiced at a later date. Please find the attached Customer Agreement/Pricing Detail and Ins. Scope detailing the work that was contracted to be performed. Consumer Response /* (3000, 7, 2021/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were NEVER ALLOWED to sign off on the work - or asked if it was acceptable or completed. We always thought they were coming back. APEX is correct about the contract, and we were confused about what it entailed. The problem we had is terrible lack of communication and customer service from APEX. A simple CALL BACK would have told us they weren't coming back to do the additional work and given us opportunity to ask questions, review the work. We assumed we never got a bill (our bill came almost 6 months to the day after the work was "completed") because they didn't finish, as we thought. We were treated terribly when we called about the bill. A VERY RUDE man named ******** called us back. We tried to discuss it civilly with him but it almost turned into a shouting match. He just kept repeating a mantra about what "we did wrong," and TALKED ON TOP OF US. I had to remind him several times that we were the customers, we had spent thousands with them on a roof a few years before, etc. We had misunderstood what they were going to do, yes, but a simple phone call to us at the time would have fixed that. We waiting MONTHS thinking they were coming back and then ******** complained about us not communicating! WHAT A JOKE. I guess customer service is not what it used to be. And I'm guessing they won't own their mistakes here, either. Business Response /* (4000, 9, 2021/10/25) */ Apex completed all functional repairs for which it was engaged via signed contract by Mr. ***** in April. We do acknowledge and apologize for the delay in invoicing and void in follow-up communication which caused the confusion Mr. ***** expressed. Although we re-inspected the roof on 10/20 and did not notice any additional work completed since Apex completed the initial repair in April, nor were compensated for the work contracted and completed, Apex is willing to forgive Mr. *****' debt in exchange for closing this matter. Consumer Response /* (2000, 11, 2021/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) We appreciate their offer.Thank you.

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