Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/31/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hired Apple Remodeling llc to do a total rip off and redo of our roof on Sept. 12,2024. They replaced wood on my roof which was an extra $880 more than we were quoted but was ok as long as our roof was fixed right. A couple weeks later we noticed a leak in the garage, so my husband goes on the roof and sees that our sunroom roof was never done. Immediately my husband called the owner **** and he said he would get someone out to do it. They come out and rip every piece of wood off the sunroom roof. It was completely open. My husband asked them why they didn't ask us first before ripping it off, they said they couldn't get it off. My husband again called **** and explained what was going on and he said not to worry about it that he would take care of it. We then get a bill for $1,584 for the wood they replaced on the sunroom roof. I was shocked. So I call **** and we get in a huge argument over this bill. I feel we shouldn't have to pay anything extra since we were paid in full, we have leaks, and they forgot to do it. During this argument on the phone we were insulted by **** multiple times saying we were irresponsible home owners and was called liars. He told me we were making up the leaks so we didn't have to pay him. Which is another issue. We tried to pay with cash which they accept. **** sent someone out here to pick the payment up. We told him we were paying cash multiple times and told him to please send a receipt. He did not and we refused to give him cash without a receipt in hand. **** then said he was going on vacation for a month and would get to us when he would get to us. They will not respond to any texts or calls. We sent them a check over 2 weeks ago and they have not picked it up at the post office. They are refusing to fix our roof supposedly because we haven't paid which they will not even respond to us. This has been handled so unprofessionally it's ridiculous. We have been basically bullied by this owner.

  

  Business Response

  Date: 02/14/2025

  This customer has a past due balance of $1,584.00 that was due in full on 9/28/2024. Currently the customers balance is 138 days past due. Typically there is no grace period before a past due balance gets escalated because we do all of our work no money down to begin with, and we are a small business, not a direct lender. However, we have extended this homeowner a very gracious courtesy, far beyond what we normally would for a delinquent balance. This is our normal protocol, and more importantly not something that a service provider should have to deal with. We can only speak for ourselves, but in the past we have not dealt with this and have always been paid in full. After 7 years in business this is the first time we have not been paid in full upon completion  of the project by a customer. ****, the homeowner was fully aware that plywood is invoiced separately and additionally based upon the signed work order which is always balance due upon substantial completion, with no set offs or retentions. 
  
  
  In order to do our job as roofers we need a level surface and substrate of wood decking. Sometimes, structural work needs to be done  prior to flashing and installing a new roof. Which was the case here. Again, very standard and clearly outlined inside of our work order. ****, the homeowner who was home during the install saw this and was fully aware of it as our team informed him that we would need to go and get wood from our supplier, bring it back, and install it prior to shingling his roof. 
  
  
  At which time **** called our office to ask what we should do. At which time, we informed him that “if it needs to be done, it needs to be done” which he agreed. There was no mention during this call that he was not planning on paying us. 
  
  
  Sometimes homeowners who are low on funds and on a tight budget will conceal this until the project is complete in order to make sure the work isn’t halted. While we don’t appreciate this as a business, we understand and do our best to work with our customers as long as they intend to pay us quickly and promptly for the additional structural work and carpentry involved, as it is not a part of the roofing system but necessary because it is what a roofing system goes on top of. Afterwards when we provided his final invoice and attempted to collect payment he asked for a grace period because of “hardships”  and “would let us know when he had it” We are a local family owned business and we graciously granted **** some additional time to pay the balance, though it was never outlined as to when he would have it. We attempted to collect the payment several times but he kept asking for a little more time here, and a little more time there. 
  
  
  Things escalated when we began to call to collect the past due balance around the 60 day mark. At which time his wife seemed to believe that they shouldn’t have to pay for it at all, as seen here. 
  
  
  **** then began to shift the conversation to an alleged leak he had which our company was not made aware of up until this point. We were suspicious as to why he hadn’t brought it up before as we had spoken to him numerous times almost on weekly basis leading up to this, attempting to collect. 
  
  
  When a customer has an unpaid balance, the added benefit of their workmanship warranty and service from our company is void. Though it is still at our discretion. 
  
  
  As a service provider we chose to give this customer the benefit of the doubt and send somebody out to take a second look at their roof anyway. At which time nothing was found indicating that our work was faulty. During install we take hundreds of pictures and video of the install and this roof is installed and flashed correctly. This is not a difficult or complex roof. A rancher, with a simple up and over. The side walls have ice & water shield in them, and step flashing and  the deck has synthetic underlayment on it. Which again, is standard protocol as we are certified by the number one shingle manufacturer in North America GAF and install hundreds of roofs every single year. Through our due diligence and secondary inspection of the roof we found nothing to be wrong or indicating that the alleged leaks were caused by a workmanship issue from the roof we installed. 
  
  
  After threat to escalate this issue further by sending it to collections and placing a lien on the property, **** finally agreed to pay, but asked if we could wait until after the holidays. We agreed and arranged a time to meet at his home and pick up payment. 
  
  
  We told him prior to doing so that he can simply pay his past due balance in our CRM’s payment portal through ACH. Our CRM is a tool we use that holds customer data, it is our project management software that allows homeowners to keep a pulse on their jobs. It’s where our project manager uploads pictures of the jobs live during install of all the wood, all the flashing, the final outcome, where downloadable PDF’s of customer work order, warranties and any other files are stored, and finally it’s where invoices are stored and sent too and where our customers can make payments on their invoices if they choose to do so, In ****s case, he did not choose to utilize our customer portal and, he preferred to do things in person via checks, cash, paper invoices ect. We allowed this and truthfully probably didn’t push enough to make him utilize our system. This has been a learning experience for us and everything today is done through the portal. We also told him that a cashiers check would be fine and we could send someone out to pick it up, either or. 
  
  
  **** said our payment options wouldn’t work for him, at which point he offered us cash, and although we were hesitant, we decided to accept his form of payment anyway. As a courtesy, because some people are technologically challenged even in today’s day and age even though at this point we would at least preferred a cashiers check. 
  
  
  The evening our team arrived at the homeowners home to collect the customers preferred method of payment, **** the homeowner, refused to provide our team with payment for the past due balance. 
  
  
  Our office informed the homeowner that we would email over a receipt once we received payment. As of today we still have not received payment. 
  
  
  After the homeowner refused to provide our team member with payment, we advised them to leave. 
  
  
  It is also worth noting that the homeowner who lives on a back road in Lincoln hadn’t plowed his driveway prior to us coming. At the time of the event our team felt unsafe  because of the circumstances surrounding this and the homeowners overall demeanor. There are no street lights, driveway lights, it was dark in a wooded area, and in the snow, on a back road and our team members vehicle got stuck in the snow in the homeowners driveway. Our team member had to dig himself out, with no help from the homeowners who just stood there and watched after they had just made us drive out to the middle of nowhere, at night, to waste our time and not pay us, in cash we might add for some strange reason. There are other options and better ways to clear up a past due balance. At that point the balance was 103 days past due. 
  
  
  It was at this time that as a business, we decided to cut our losses, protect our team, and focus on our other customers needs. 
  
  
  The homeowners are saying that they sent a check, which as of today we do not have, but we will keep an eye out for it. 

  Customer Answer

  Date: 02/18/2025

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 22883765

  Everything said is complete lies. We were never told about a portal to pay, ever. Even after multiple texts asking how can we pay with no response. We have been trying to pay since December even though we don't think we owe that considering we have multiple leaks with videos that we have sent multiple times.Dripping leaks. We have black mold in our home now. We were also threatened  with a lien on our home if we didn't pay. The owner sent someone out to pick up a cash payment which we were told they accepted, they chose the time and day knowing where we lived and the weather conditions. We told them multiple times to bring a receipt, they didn't. We refused to give them $1,584 in cash without a receipt. We were then told he was going away for 30 days and would get to us when he would get to us. We sent a check after this certified mail which sat there for weeks because they refused it. We have called, texted with no response and when my husband calls the office they hang up on him. Now his number is blocked. I have proof of the multiple messages and videos we sent for months now with no responses. We were threatened by the owner ****. He told me husband that if we got a lawyer his lawyers would obliterate us in court all while he watches from his mansion laughing. He has made no effort to fix any leaks. The one person that did come out showed up 40 min late after cancelling the week before. He got here at dusk. By the time he went on the roof it was almost dark. He hammered a couple times and told us it was a nail pop. It was not and we have a major leak there with 3 buckets on the floor. After they did the sunroom they forgot to do we now have dripping leaks across the sunroom doorway. Leaks in the attic, leaks in the house, leaks in the garage and none were fixed. We payed over $16,000 plus he wants $1,584 more when we have leaks all over but we still tried to pay so they would fix them and they won't accept the payment.
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 04/01/2025

  Our photos during install show that the roof was flashed correctly. It is our belief that the alleged leaks the customer is experiencing are due to needing new siding/fascia and structural in nature, outside of the scope of work that we were contracted to do, and subsequently have nothing to do with the roof. This roof had 2 layers, the second layer was roughly 50+ years old and the structure itself was in bad shape due to not being maintained and letting it exceed its natural lifespan which is the case for the siding/fascia as well. Our records indicate that we have still not received payment for the final portion of the roof install. We have subsequently written off the unpaid balance.

   

• Initial Complaint

  Date:04/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Apple remodeling replaced our entire roof October 2022, 5mos. ago. On April 5, 2023, there was heavy rain and winds (not a tornado) as a result shingle started coming off side of the roof. Now today 4-28-23, it is raining and the wind is blowing, normal weather for Delaware and the roof IS LEAKING. What kind of workmanship was done if the roof can't stand up to rain and wind; what is going to happen when it snows. I contacted Phillip and sent pictures to no avail, no response to phone calls or text messages to resolve this issue; have not taken the time to come out and inspect the problem. We paid cash for this job and should not have the shingle, the shed rack, and leaking after only 5mos. Poor Customer Service and what appears to be shoddy workmanship.

  

  Business Response

  Date: 05/10/2023

  While we sympathize and understand that this is a frustrating and unfortunate circumstance, we maintain the stance that this is not due to workmanship. Instead as previously stated in our communication with the customer, this issue is a direct result of a tornado affecting Delaware and surrounding areas. It is possible that it is a manufactures defect, if so the customers warranty registration ID # is 4537129 however, we strongly feel that this is more than likely an “act of god” that will fall under the homeowners home insurance policy for wind and storm damages caused by “acts of god” such as heavy winds resulting from tornadoes or storms thereof.

  Customer Answer

  Date: 05/15/2023

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  There was No Tornado in this immediate area.  While there was heavy rain and wind, it did not in any way constitute a tornado.  This is a mobile home community; no homes structure was affected by the weather.  The roof is only 5mos old and cannot withstand heavy rain, then this was a waste of money. The contactor has not even come out and inspected the area.  I did contact GAF warranty and he has not responded to it as well.  This appears that the contactor is passing the buck and not living up to his sale pitch.  Having someone else fix the roof was definitely void my warranty and that would pose another issue down the road, if I ever have another problem.  I just want the shingle and shed rack replaced/fixed, and I am done with this contactor. 
  
  
  Regards,
  Complaint ID: 19997017
   
  
  
  
   

  

  Business Response

  Date: 06/07/2023

  A single shingle blowing off of the home as a result of the April 1st storm here in Delaware does not in any way constitute that the entire roof (which is still in tact) was a “waste of money” it further proves our point that it was installed expertly and correctly in the first place. 
  
  
  If this was a workmanship issue in any way then at the first sign of any wind or rain there would have been shingles blowing off and leaks happening (which isn’t the case).
  
  
  Our records indicate that we have also spoken to GAF about this several times and we informed them of the same thing. That while this is an unfortunate event it is an “act of god” and therefore not due to our workmanship and not very likely a faulty product which needs a warranty claim. This was our original supposition that we had informed our customer of and we maintain that stance.
  
  
  It is clear that the customer does not want to acknowledge that the events that took place that day are unusual to say the least. It is also clear that the customer doesn’t want to pay for the service of our company to fix the problem that incurred as a result of the “act of god” and instead prefers to place blame on our company and threaten our company for this problem they have, instead of taking a step back and seeing things from our perspective. We can only surmise that this is because they have a deductible that would end up costing more than fixing the actual problem itself. 
  
  
  To be absolutely clear roofs will leak if shingles are missing from them and that is why you don’t just flash a roof without shingles and hope for it to be leak free. It is a system designed to work in synchrony with each of the other components of the system. 
  
  
  We empathize with the situation but in no way take responsibility for the original act of god which caused this problem to occur. It is clearly negligence on their part not to take action to fix this because it is their home and their investment and it appears that it is them who is passing the buck rather than seeing things how they truly are. 
  
  
  As a company we have zero unresolved complaints in our company history for a reason and always take responsibility for our mistakes. We always feel it’s important to ask ourselves “what is the right thing to do here” in any situation and in this situation we don’t feel it is fair for us to be blamed for an “act of god”, a “storm”. 
  
  
  As a company we have not once been offered any amount of money to fix the problem over there. 
  
  
  Frankly, had our customer approached our company properly to begin with and asked us for a favor and taken a step back to realize that we properly installed their roof to begin with but aren’t actually responsible for things such as acts of god, (which we clearly state in our presentation), instead of threatening us, we would likely have done them the favor of fixing it at no charge, however that is not what happened and unfortunately we are at no obligation to take on the responsibility now. 
  
  
  We understand this must be frustrating but if we were to take on every single act of god that ever occurred that wouldn’t be good for business. We are happy to fix their issue for them but we will have to charge them for our company time and service as we would anyone else. 
  
  
  They are also under no obligation to use us again since they seem unhappy and are welcome to have another professional roofing company fix the issue for them as well. Doing so in no way voids their warranty if that’s what they are worried about because from our understanding only a single shingle is missing. As long as they hire another certified roofing company through GAF they should know what they are doing and it shouldn’t affect anything we’ve done or the products we’ve installed.
  
  
  Based on our records it seems that the customer is under the impression that we did shoddy work and is unhappy with us in which case, we can’t for the life of us seem to understand why they would want us back out in the first place, unless it’s because they realize that the other 99.9% of their 3100 square ft roof along with their 4 brand new velux skylights are working perfectly fine. 
  
  
  Furthermore, there is no need for us to go out there. Our office is located in Wilmington Delaware and we always do a final inspection and walk through before we are even paid. 
  
  
  This is because as a company we do all of our work no money down at all, which means we don’t accept a single penny from any homeowner on any job until the work is done to substantial completion which means finished and done to the customers liking and per the work order agreement before we are paid.
  
  
  On this particular project our records indicate that we were paid with a check, not cash as the customer had claimed and although the customer was approved for super prime financing through our lending partners they declined to provide the proper documentation to the finance company. The stipulation from the finance company was simple proof of homeownership because the customer lives in a mobile home. The customer then decided that they would rather pay with a check instead of financing the roof and skylights because they didn’t feel comfortable with the requirements and stipulations that the finance company had asked for (which were all standard procedure for a mobile home). We bring that up because this wasn’t some back door deal made with cash like the customer is claiming. It was a standard work order and upwards of 95% of all of the projects we complete and install are financed. 
  
  
  Our original work order agreement even stated that we were to only replace 2000 sq ft of the roof. The floor plan however, of the home is much larger than 2000 square feet. Which we assume the customers were fully aware of since they built an addition. For the roof replacement to even be a total of 2000 sq ft the floor plan of the home would have had to have been less than 2000 square feet and the roof would have had to be flat. Which it wasn’t, the roof had a pitch as all shingle roofs do. We later realized that an addition had been built onto the home at some point and sometimes when there is an addition built on a home the satellite software which is 99.9% accurate will use old imagery and give incorrect measurements, which had happened here and ended up costing our company several thousands of dollars. Despite that we accepted full responsibility for the mistake and in the end paid for it when we didn’t charge our customers for the additional work, materials or additional delays it caused our company and finished the roof the next day. We felt bad about it and we realized that we had failed to communicate during the job why it took us an additional day to complete. That mistake required us to make an adjustment from 2000 sq ft to 3100 sq ft when we were 11 squares short on material and we feel like we did the right thing, and took responsibility when we paid for it, and apologized.  At the end of the day we realize it’s our responsibility to communicate those types of things to our customers during the job and we failed to do that. 
  
  
  After all it is a part of our promise and the first of our 3 core values that we have here at Apple Remodeling. Our core tenets are executing and implementing great communication before, during, and after a job is done, only employing highly trained and skilled factory certified installers, and only using top quality products that are time tested and will truly last. We fell short on our first promise and we have no problem admitting when we fall short.  After all we are only human and at the end of the day we just want our customers to be happy. 
  
  
  We do our best to try and accomplish that outcome every single time, but sometimes, even we fall short or we don’t share the same perspective as a customer which is the case here. 
  
  
  Nonetheless, the EF-3 tornado that hit Sussex  county on April 1st was the second ever to hit the state and the first since 1961. The winds from this particular EF-3 tornado reached upwards of 140mph and the surrounding areas were affected by wind, heavy rain and storms. This is believed to be the strongest tornado and storm on record to ever hit Sussex county and while the customers weren’t directly hit with the tornado the Doppler radar shows that they were affected by the storm. The customer even admits to this so we don’t really understand what the problem or misunderstanding is here. 
  A simple google search will show that this was not “typical weather” for anyone in our state that day which is when the act of god occurred. Furthermore it doesn’t have to be a direct hit from a tornado, it could be straight line winds, a downburst or a storm. 
  
  
  The important thing here to take into account is that this wasn’t caused by shoddy work. (The rest of the roof is absolutely fine) and this wasn’t because we used bad products or the products were faulty either because again (the rest of the roof is fine). 
  
  
  Our third core tenet is that as a company we only use and install the best products and our second core tenet is that we maintain that our roof mechanics are certified and trained installers.  
  
  
  We have a partnership with GAF and are recognized in the top 5% of roofing companies in North America because of this. 
  
  
  This unfortunately happened because there was a severe storm that did damage to our state, our neighbors, our community and even took a man’s life and it is not something that happens every day around here. 
  
  
  No one is responsible for this happening and fortunately this is why people have homeowners insurance and what it is really designed for. 
  
  
  We’re not underwriters for the insurance company but some friendly and professional advice from our experience with insurance companies is that the longer a homeowner lets something like this go and doesn’t do anything about it, the more damage that is done, and the higher risk they become to insure because the insurance company will view inaction as negligence. Even if they plan to reimburse a homeowner for storm damage, that is something that can take a while and it is the responsibility of the homeowner to come out of pocket and fix their home as quickly as possible. 
  
  
  At the end of the day it may not be fair but it is the responsibility of the homeowner to protect their assets and no one else’s.  
  
  
  Our point in saying all of this is that we feel that we have gone above and beyond for these customers and we feel at this point that they are trying to take advantage of us as a company and have us fix issues that are not covered under the scope of our original work order or our responsibility to begin with.