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:10/02/2024

  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.

  Kelly Roofing of ************** on July 30, 2024 sent four men to fix a roof leak at ***************************************************** The leak occurred where the thermostat wire for our roof top ** unit passed through the roof. When the Kelly Roofing repair men finished the job and left the building our Nest wall thermostat showed ********** on its screen. Without power to the thermostat the ** unit would not function. I called Kelly Roofing and explained that their repair caused the ** failure. Because it was caused by them, I suggested that they call an ** company of their choice. Kelly Roofing told me to call the ** company that I normally use. Kelly Roofing told me to take pictures of the ** unit repair.Conditioned Air of Naples sent an ** repair man out a few hours later. He found the problem to be a pinched or broken wire, which caused a short between the thermostat located in the condo and the air conditioning unit on the roof. The wire was damaged at the site of the roof repair. Condition Air's repairman said he could not fix the unit at that time because it was "two man" job. and it would be an expensive repair. Again I call Kelly Roofing about the problem and the fact it would be an expensive repair. Kelly Roofing was again giving the opportunity to contact an ** repair company and they said no I should use my ** company.On Wednesday, July 31 *********************** returned with two men. Pictures and a video were taken during the repair. A new wire was installed between the roof top ** unit and the wall thermostat in the condo. In order to eliminate any doubt as to the cause of the malfunction of the ** unit, Conditioned Air repairman left the unattached damaged wire in place. This was done so it could be tested for conductivity. Aug. 1 a report, bill, photos and videos were sent to Kelly Roofing. Kelly owes me $1,509.00 that I paid Conditioned Air.Kelly Roofing claims I had no ** before the roof leak. A ****************** and visitors can verify **.

  

  Business Response

  Date: 10/04/2024

  Kelly Roofing was contracted by ***************** to replace the roof at ********************************, following extensive renovations due to storm surge damage from Hurricane ***.
  

  Upon completion of the roofing project, Kelly Roofing received a report of a leak, prompting the dispatch of a crew to investigate.The team was granted access to unit 804 to identify the source of the leak.During their assessment, the crew noted that the air conditioning unit was not functioning, as the indoor temperature was notably warm.
  

  The investigation revealed that the leak originated from the ** unit located on the roof, where sealant was applied to address the issue. It is important to note that no power tools were utilized during this process that could have potentially damaged the ** unit.
  

  Subsequently, the unit owner contacted Kelly Roofing,reporting that the ** unit was still non-functional. The crew explained that the unit had not been operational prior to their visit and recommended that the owner consult their ** service provider for further assistance.
  

  Throughout this process, Kelly Roofing maintained direct communication with Property Manager ****** ********, clarifying that the issues with the ** unit were outside the scope of our work. ****** acknowledged and understood this distinction, and the project was completed and formally closed.

  Customer Answer

  Date: 10/23/2024

  When we returned to ******* on July 27 we had functioning air conditioning each day until Kelly Roofing repaired our roof leak on July 30. 

  
  

  The roof leak occurred where our AC thermostat wire passed through a hole in sheet metal. I accompanied the four Kelly repairmen to the roof and witnessed the repair. The men used a heavy commercial caulk gun to fill in the hole. 

  
  

  A *************** Company technician stated that a slight push on the wire or a strong push with the caulking gun damaged the very thin wire. 

  
  

  We do not believe we are being unfair or unreasonable. We had air conditioning. We had a hole in our roof. Kelly Roofing fixed the hole. When Kelly left the building, we did not have a leak, but we also did not have air conditioning. We contacted Kelly Roofing immediately and followed Kelly's instructions by contacting our air conditioning company, taking pictures, videos and sending a report to Kelly. We believe Kelly Roofing should reimburse us for the damage to our air conditioning unit that was caused when they repaired the hole in the roof.

  

  Business Response

  Date: 10/28/2024

  As previously communicated, a leak was reported in Unit 804, and our crew was granted access to investigate the source of the issue. During their assessment,it was noted that the air conditioning unit was not functioning, with the indoor temperature being significantly warm.

  
  The investigation revealed that the leak originated from the ** unit located on the roof, where sealant was applied to address the problem. While our crew utilized a caulk gun for this repair, the technician from Conditioned Air did not provide a definitive cause for the wire damage. Instead, they indicated that the damage likely occurred somewhere within the ** unit itself, although they did not open the unit to identify the exact location of the damage. Mr. ******* was present during this evaluation and inquired about the caulking; the technicians mentioned it could potentially have impacted the wire. However,since the air conditioning unit was reported as non-functional before our crew's repair, it could not have been the caulking that caused the damage.

  
  Following the completion of our crew's repair, Mr. ******* was advised to reach out to his ** service provider for further assistance, as the air conditioning unit continued to be non-functional, and this issue was outside of our scope of work.

  
  We have discussed this matter with the Property Manager, who acknowledged the damage to the ** unit was not caused by Kelly Roofing, and that any subsequent repairs are beyond our responsibilities. As such, we are unable to provide ********** with reimbursement for his repair costs.

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22370966
  
  I am rejecting this response because:

  In Kellys last response, Kelly Roofing stated we did not have air conditioning before they arrived to fix our roof leak. That statement was not true. We had air conditioning until they left the roof on July 30, 2024.

  
  In Kellys last response, Kelly Roofing stated that Conditioned Air did not open the air conditioning unit to determine the problem. That statement was not true. A video of the work done by Conditioned Air on site was sent to Kelly Roofing on August 1, 2024. The video showed that the technician from Conditioned Air opened the unit, used an ohm meter and determined that the thermostat wire that ran through the hole, patched by Kelly Roofing, was damaged, hence causing a malfunction of the unit.

  
  In Kellys last response, Kelly Roofing stated that the building property manager acknowledged the damage to the ** was not caused by Kelly Roofing. That statement is not true.  In response to this statement our property managers exact words were, I want to clarify that I did not acknowledge that the damage to the ** unit was not caused by Kelly Roofing.

  
  Again, we do not believe we are being unfair or unreasonable. Kelly Roofing damaged a thermostat wire that was connected to our air conditioning unit when they repaired our roof. Kelly Roofing instructed us to hire our own air conditioning company to repair the **, take pictures and videos of the repair and send them to Kelly Roofing. We followed their instructions and then were told that they would not pay. That is the story. Period!
  
  Sincerely,
  
  **** and ***** *******

• Initial Complaint

  Date:08/02/2024

  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.

  I met with these roofing contractors early 2023, I only hired them to replace a simple 8ft long piece of wood in my roof that was causing mold. When the contractors arrived I showed them what the issue was and as I was talking to the salesman he informed me that I would need "dualast". He then explained it was a type of sheeting that goes underneath shingles to keep moisture out, and I tried to make clear that my roof did not need to be completely replaced as my roof was good for another year and half. I then signed a contract to have this moisture problem resolved. I did pay for the roof needing to be redone, although the company is now trying to charge me extra when I was not informed of all services that were included into the first payment. The mold makes my medical condition worse and my specialist has told me that if I'm exposed to mold toxins I could go into anaphylactic shock. I need this fixed and I want my money back.

  

  Business Response

  Date: 08/02/2024

  Our Project Manager, ***************************** completed his inspection at the customers home on April 5th, 2023, at ******.  ******* provided the customer with an estimate for a new roof in the amount of $20,969.00.   Included in the estimate was a wood credit in the amount of $250.00.  It was explained to the customer that should more than $250.00 worth of wood need to be replaced during the job, she would be charged extra.  On April 6th,the customer decided to move forward with the estimate and signed our twelve-page contract (which includes a damaged wood, decking and wall repair pricing chart).The work was then started on June 7th, 2023.  During the tear off phase of the job, it was determined that the roof already had peel and stick underlayment.  Since this is adhered to the plywood, it cannot be removed.  Unfortunately, since it was not common practice 18 years ago when the roof was originally installed to use peel and stick, this was not something our Project Manager had accounted for in his original estimate.  An additional charge of $529.25 was sent to the customer on 6/8/23 for the cost of adding the required material to complete the job.  On 9/25/23, the customer was sent another additional charge in the amount of $264.00 for the additional wood that had been replaced. 

  
  We have explained the additional charges to the customer multiple times as well as showed her where in her signed contract it explains the charges for additional wood but she refuses to make her final payment for the completed work.  In addition to not paying us for the wood that was replaced, the customer requested that we replace all of her fascia wood.  We explained to her that this was not necessary as she has exposed fascia boards and there are no adverse effects to them being exposed, but customer did not agree since the fascia boards can get wet when it rains. After going back and forth with her for months we were forced to follow Florida construction law and place a lien on the home until the balance has been paid in full. 
  
  The customer recently informed us of a leak at her property. Although we have clarified to her that her warranty is not active due to her breach of contract from non-payment, we remain committed to addressing the leak as though it were a warranty-related issue.  Our Project supervisor, **** *****, was sent out on 7/23/24 and he determined that it was something that should be covered under our warranty, so a crew was scheduled to go out the following day.  On 7/24/24 when the crew arrived the customer would not allow the crew to address the issue causing the leak and told them that they couldnt do any work on the roof without replacing the fascia first.  Multiple people in our office have reached out to the customer including Project Supervisor **** *****, Project Administrator *******************************, and Project Manager, ***************************** asking her to allow us access to address the leak as well as explaining that her failure to allow us to stop the leak would end up in further damage which we cant be held responsible for. 
  
  As of now, the outstanding balance remains unresolved, and we have not been granted access to resolve the reported leak. We urge the customer to allow us the opportunity to address this issue promptly to prevent any additional damage.

  Customer Answer

  Date: 08/19/2024

  I met *****************************, a Representative of Kelly Roofing, when talking with my neighbor across the street who introduced us and said they had just signed a contract with Kelly to replace their roof.
  

  
  I told ******* about my lanai and how I could not use it due to mycotoxins (mold toxins) in the air and the seriousness of the problem for me. I explained that I have serious chronic health problems and that the mold specialist had told me repeated exposure to mycotoxins could cause anaphylactic shock and possibly death.
  
  
  
  ******* came over to my house and looked at the problem, at which time I pointed out the wood beam that was a support for the metal roof, that a home inspector had told me had gotten wet at some point and he felt was the source of the mycotoxins.  This analysis was also shared by a building biologist with whom I consulted. He also said when work was done to be sure the support was replaced with wood that had been totally sealed.
  
  
  
  In order for the roof to be water tight, ******* explained that replacing the wood beam and installing a Duralast roof covering on the metal roof and joining it to the house roof would be necessary. He assured me that a supervisor would be on site to be sure it was done properly. However, because some of the home roof tiles would be removed he advised that the roof be replaced at the same time. Because of his caring nature and reassurance I signed a contract on 4/5/23 for the roof to be replaced at the same time that the lanai problem was fixed.  I also gave a deposit of $5242.25 at that time. 
  
  
  
  However, from then on my experience with Kelly Roofing has been extremely poor. They sent a truck to deliver the roof tile that was much too large for my driveway as well as too large to be in the community and was a big complaint of my neighbors. When I called the office about the need for a smaller delivery vehicle, their response was sending the same enormous truck (about the size of 2 garbage trucks) 2 more times and ultimately the tile being left on my driveway for weeks. Meanwhile many neighbors had their roof tile delivered to their roofs by the other roofing companies using much smaller vehicles.
  
  
  
  When work was started 6/8/23 no attempt was made to fix the initial problem on my lanai. When I tried to get information about it, no one spoke English, and the supervisor who spoke limited English was not there.  During the entire work time none of my questions or concerns were properly addressed or answered.
  
  
  
  And so the house roof was replaced and nothing was addressed about the lanai until they got to the metal roof. The workers just kept going and when I said I had to speak with the supervisor about replacing the wood support first and insisted they stop, I finally got the supervisor to come on site.  What I could understand was that he said I should not worry about it and it would be taken care of. When they were finished the original wood support, the source of the mycotoxins, had still not been replaced.  I then called a General Contractor who came on site and re-iterated what I had said about the necessity of replacing the wood support with sealed wood. After that they finally came with a raw, untreated piece of unfinished wood and replaced the wood that was there, but cut off the end that was the end support necessary to rest on the aluminum frame. They seemed to feel there was no reason to paint even the exposed part, but finally after much insistence they returned and put a coat of paint on which was almost immediately absorbed by this very porous wood. They never returned to even put on a second coat. I paid a handyman to paint the exposed part with 2 or 3 more coats of paint and hoped for the best.
  
  
  
  After the first rain ******* returned with another man, ****, and there was no leaking and 12/10/23 I made the final payment to Demitri. Soon after that, I had people come to clean the air, walls, glass, floors and furniture with products the mold specialist told me would kill the mycotoxins so that I could safely use the room.  I was anxious to use what had been my favorite room in the house!
  
  
  
  However, after the 2nd or 3rd rain storm, water came in at a rate much greater than the drips I had gotten prior to the work being done.  Water came in large amounts from along the entire board as well as on both ends, especially the end that had been cut off and was now not extended to the outside.  Of note is that throughout the entire time the workers were here, whenever I called the office with a question or concern I felt the people there were uninterested in finding a solution.  The leaking problem persisted. I think they came again one time, but no improvement.  This was all so stressful that I stopped focusing on it for a while.
  
  
  
  Then about March 2024 when I called, the office told me that they would not fix it as I had no warranty because I still owed them $793.25.  I asked that an itemized statement be sent to me because to my knowledge all had been paid in full.  I never received a statement from them until 7/24/24 when a **** ***** came with workers and said they would pull up and put down other tiles. They had no plans to replace the inferior porous wood they had put up which now had obviously absorbed water and in time mycotoxins would be exuded from it. Because I knew this was not a fix I told them to come back when they could do it correctly and truly cause a correction to the original problem.
  
  
  
  Meanwhile, 4/3/24 I received a notification from the ************************************ of a case Kelly Roofing had filed against me and was told when to Zoom into the judge/court.  I did as instructed, but no one from Kelly Roofing showed up and the judge said the case was then dismissed.  
  
  
  
  This whole ordeal has been extremely stressful for me.  One neighbor, who often stopped to chat as she walked her dog, suggested I call a man who worked for the roof company who had recently replaced her roof as he was coming later that day to finish up some painting.  When I called he stopped by, listened as I described the original problem which was now  worse.  He looked at the support wood inside the the lanai, then got his ladder and looked at what had been done to supposedly remedy the problem.  He then explained to me what he felt Kelly had done, why he felt this made the problem worse, and very logically what should have been done to permanently fix the problem.  I learned more in the 10 or 15 minutes this kind man was here as he shared his expertise than any input I had gotten from Kelly in  over a year!  
  
  
  
  At this point I feel Kelly does not have the skill or understanding to do the job correctly.  I feel they should refund the monies I paid so I may contact another company who have more expertise and can fix the original problem so I may again safely use my lanai.  
  
  
  
  To address the letter to BBB from Kelly roofing:
  
  
  
  Up until very recently the master association of my community, Lakeside of ******, made arrangements for and paid out of our maintenance dues the cost of all the roofs on the homes in the community to be replaced at the same time.  The last time the roofs were replaced, approximately 19 years ago, only a single company was used Kelly Roofing.  Therefore, the claim of not being familiar with the way the roof was originally installed is obviously totally inaccurate. So any extra charges said to be due because of something they call peel and stick underlayment  must have been installed by them presumably on all the roofs, or not on mine or any.  Lakeside has strict rules and  no other companies were ever permitted to replace a roof, nor has any roof in this community been replaced since that time.  Recently, because of increasing costs, the association returned the monies it held to replace the owners roofs and gave us the name of only 3 contractors it approved that we could call to have it done. 
  
  
  
  What the Kelly Roofing is calling facia is actually the wood support that was to be replaced on the lanai, and was specifically pointed out to Demitri before any contract was signed.  At no time did I ever ask for any other wood to be replaced except the wood that was supporting the metal roof on the lanai. This I understood was included in fixing the lanai leak for which I have already paid an additional $2700. I never asked for nor was any facia on my house ever replaced. I have enclosed pictures of facia with nails that a former owner had apparently hung lights or plants from as proof that it was not replaced.
  
  
  The piece of wood closest the wall is the support beam for the metal roof that has water intrusion.

  see attachments

  
  

  

  Business Response

  Date: 08/26/2024

  We regret that your experience with Kelly Roofing following the initial inspection by ******* did not meet your expectations.
  
  Regarding the delivery of materials, we have previously explained that this is managed by a third-party supplier, which unfortunately limits our control over the vehicle size. During their initial visit, the delivery team encountered difficulties due to the size of their vehicle and obstructions such as trees. However, after a thorough follow-up with the supplier, it was clarified that while the trees did pose a challenge, delivery could have been accomplished from the driveway had access not been refused by the homeowner. Our Project Administrator, *******************************, subsequently provided you with two alternatives: allowing the supplier to use the driveway for direct delivery or opting for a ground drop from the street, which necessitated additional manual handling by our crew. Although this option would incur an additional fee, our General Manager, *************************, graciously waived the $1,100 charge associated with ground dropping and additional property protection for the driveway. We also requested that the supplier use a smaller vehicle for future deliveries, though this was not feasible at the time of the subsequent deliveries.
  
  We apologize for any misunderstanding regarding the peel and stick underlayment. To clarify, our familiarity with the roofs in ******** of ****** at ************** is extensive, as we have completed several installations there. While our Project Manager, *****************************, is highly experienced, it appears that the use of peel and stick underlayment, which was not common practice 18 years ago when the roof was originally installed, was overlooked during the initial inspection. We acknowledge that this oversight should have been identified and included in the original estimate. We have since conducted additional training for ******* and our Project Managers to prevent such oversights in the future.
  
  Regarding the wood support beam and the leak, we would like to arrange for our Operations Manager, *******************, to inspect the area and discuss the situation with you. Although we have replaced the beam and painted it at no cost, there seems to be some confusion about the additional wood replacement you are requesting. As previously stated, we are committed to addressing this matter as a warranty-related issue and are eager to work with you to resolve it. Please contact our office at ************ and ask to speak with our **************** Manager, *************************, to schedule a meeting with ****.
  
  We appreciate your patience and look forward to resolving these issues to your satisfaction.

• Initial Complaint

  Date:11/17/2023

  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.

  I spoke with a Mr. ********************* explaining the services received were not as per their agreement job #Y264417, he stated he would get back to me. Sometime later I received a request for payment from ************************* requesting payment. I followed up with ************** via email again stating services received were not per agreement. I did not receive a response, but later again received a request for payment from **************. I then sent another email to ************** & ************** only to receive a notice of lien. Despite not receiving services agreed to I paid the invoice. I find this very unprofessional and unethical.

  

  Business Response

  Date: 11/17/2023

  Our Project Manager, *******, meticulously inspected your roof on August 24, 2023.Following his thorough examination, he discussed his findings with you and proposed several recommendations for necessary attention. These included a comprehensive cleaning and treatment priced at $930.00, an extension of your roof warranty for $400.00, and the repair of damaged mortar and a broken tile for $799.00.After deliberation, you opted to proceed solely with the repair of the mortar and tile.

  
  We duly received your signed proposal, and the designated repairs were successfully completed on October 2, 2023. Subsequently, on October 3rd, ***** from our accounting department forwarded the final invoice amounting to $799.00 for the completed work.

  
  After receiving the invoice, you expressed concerns that the services received were not per the agreement.  ***** promptly relayed the concerns to your Project Administrator ***** who diligently attempted to establish communication with you through multiple channels,including phone calls and emails to address and resolve these concerns.  Regrettably, our attempts to reach a resolution were unsuccessful. 

  
  While we acknowledge your perspective that the undertaken work may be perceived as more of a cosmetic enhancement rather than a repair, it is imperative to note that the scope of work was clearly outlined in the proposal you willingly endorsed.If the proposed cost seemed disproportionate to the anticipated scope of work,it would have been prudent to express reservations before proceeding with the contractual agreement.

  
  In accordance with ********* Construction Laws, and given the absence of payment,we were obligated to issue a formal Notice of Intent to Lien. This correspondence serves as an ******* advisory, indicating that the failure to remit payment within the stipulated timeframe may result in the initiation of a lien against the property. Upon receipt of the notice, you expeditiously remitted payment for the corresponding invoice.

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20882991
  
  I am rejecting this response because:

  The scope of work was to make warranty repairs to those roof tiles that had moved after completion of the previous project which was completed to my satisfaction. 

  As per the agreement approximately a dozen cap tiles were loose which were secured using adhesive, which was also completed to my satisfaction. 

  What was not completed as per the agreement and to my satisfaction was the repair to the cracked cement securing the cap tiles.  Proper practice calls for the removal of the cracked cement, this was not done but rather a thin aesthetic skim coat of cement was applied over the crack, thus concealing the cracks and providing no structural repair.  As a matter of fact,when I complained about the work, a representative from Kelly Roofing came out to review and we noted that some off the above had already cracked.

  This would be like finding mold in you walls at home and somebody coming in and saying they would repair it, only to paint over it hiding the mold or in my case hiding the cracked cement.  This is not the level of service I had received previously and had I known this was the quality of work I was to receive, I would have never agreed to the work. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/27/2023

  Thank you for providing additional details regarding your concerns. Our Project Administrator, *****, will be in direct contact with you to coordinate a meeting with our Project Supervisor,****. This will facilitate an inspection of the designated area of concern,enabling us to comprehensively assess the completed work. Your cooperation in this matter is greatly appreciated.

• Initial Complaint

  Date:10/27/2023

  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.

  Damage to Septic Drain field: Sub-par Inspection: I was told there would be a legitimate inspection by a private third party. In fact, the “inspection” amounted to one of their employees sending a few photographs to the "inspector" and a very short video call. Not a true inspection by any standard. Ridge Shingles: Attached pictures of the ridge shingles. I'll let them speak for themself. Kelly Roofing’s Response: "Well, it passed inspection." (See previous item.) (Every roofer that has looked at it says it needs to be fixed.) Blocked Circulation: After it had passed their private party “inspection”, another roofer informed me that insulation was covering up virtually all of the circulation through the soffits! This is a BIG deal. Improper circulation can lead to mold, premature failure of the roof, and void out the manufacturer's warranty. I expressed major concerns about circulation given the water barrier materials they recommended using, and they assured those materials would be fine because there would be plenty of circulation. See attached photos of the roof taken during the roof installation. You can see the plywood they removed (far more than initially estimated by the way). Whether they moved the insulation in the process of replacing the plywood or not, the insulation is clearly blocking all airflow from the soffits. I even personally expressed concerns to the project supervisor about blocked circulation through the soffits at this point and he assured me it would be taken care of. It wasn't. When insulation is preventing circulation in the roof, the reasonable, professional, and appropriate course of action from a roofing company would be to pause the project, inform the homeowner, and discuss solutions for unblocking the soffits before proceeding. Kelly Roofing’s Response, when I confronted them about this: insulation work isn’t “in the contract” and it was “not within the scope of their work.” Really?

  

  Business Response

  Date: 10/27/2023

  Dear ***
  We greatly appreciate the time you've taken to articulate your concerns. It is with utmost consideration that we address each of the points you've raised:
  Damage to Septic Drainage Field:
  Upon thorough investigation, we consulted with our supplier, who clarified that the outriggers on their vehicles serve as stabilizers and exert insufficient pressure to cause damage to a septic drainage field. It's important to note that it is standard practice for suppliers to park their vehicles in the driveway for deliveries where they remain for the duration of the visit. Furthermore, we've reviewed pre-job commencement photographs, which indicate pre-existing damage to your driveway, as well as post-job photographs which show no new damage.
  Faux Inspection:
  We extend our sincerest apologies for any misunderstanding surrounding our inspection protocol. We acknowledge the paramount importance of a comprehensive examination. It is worth noting that a prevailing practice in most local municipalities is to conduct inspections via video conferences. Lee county does a virtual inspection program where contractors submit photos and videos via email for review.  At Kelly Roofing, we strive to exceed expectations by enlisting the services of a professional engineer to meticulously assess the roof through this medium.
  Ridge Shingles:
  In response to the photos you provided which revealed a difference in the appearance of the ridge shingles in comparison to those featured on the Owens Corning website, we'd like to offer some pertinent information. Kelly Roofing provides a range of premium products, including the Duraridge shingles that you specifically selected. Given that these represent an enhancement, it's not uncommon for other contractors to have limited familiarity with them.  It's worth noting that with the installation of these thicker shingles, immediate flatness on the ridge may not always be achieved. This is due to the fact that it can take between four to six weeks for the sun's heat to adequately warm the asphalt, facilitating proper settling. Although the initial installation was carried out in accordance with best practices, we understand your desire for a more aesthetically pleasing result. Consequently, we dispatched a crew to expedite this process, incurring no additional expense to you.
  Blocked Ventilation:
  We acknowledge the paramount importance of ensuring proper ventilation for the long-term integrity of your roof. We commend your diligence in bringing this matter to our attention. Upon your initial inquiry, you requested a quotation for a new shingle roof, without specifying insulation requirements. Subsequently, when the project commenced, our supervisor, Luis, engaged in a comprehensive discussion with you, clarifying that the insulation work was not encompassed within the scope of our initial estimate. Despite this, he reaffirmed our readiness to accommodate this aspect and provided you with a formal quotation.  Regrettably, we understand that this proposition did not align with your preferences, leading us to proceed in accordance with the terms stipulated in the original contract. If you remain interested in pursuing this additional work, we are more than prepared to undertake it at the initially quoted price. 
  Regarding the replaced plywood, our original contract did incorporate a provision for damaged wood, outlining the associated cost for each sheet requiring replacement. A specific estimated quantity, however, was not specified. When scheduling the original estimate appointment, you indicated an anticipation of substantial plywood replacement. In total, 26 sheets of plywood were ultimately replaced.
  Your feedback holds immense value for us, and we want to emphasize our unwavering commitment to treating these matters with utmost gravity. Our primary objective remains the delivery of superior service, consistently meeting the exacting standards of our esteemed clientele.

  -Kelly Roofing

  Customer Answer

  Date: 10/27/2023

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

   

  Re: the damage to drainage field, I agree that there was no damage done to the driveway, only the left stabilizer on the yard.  The stabilizer left a relatively deep hole in the yard and so it certainly would have been sufficient to damage a septic drainage field.  The hole is still there and it was definitely not there before.  Now, whether or not it was enough to interfere with the functioning of the septic drainage field is not clear.  It is not my primary concern, but the lack of apology or accountability was disappointing.  Telling me to “take it up with the vendor” is not what I would expect from a professional roofing company.  Not even an apology.  It was a very disappointing start to the situation.  

  
  Re: the “inspection”, I find it hard to believe that a professional engineer “meticulously inspected” much of anything other than whatever pictures you chose to share with him.  Did they share the pictures with him of the insulation obstructing the airflow on every single piece of plywood you removed?  
  Re: the shingles, it is not true that it is merely a cosmetic matter.  There are significant gaps, and little pits that can hold water in them.  When you look at the manufacturer’s website for installation of this exact product, those gaps and pits are not present.  Nevertheless, I am glad they are going to finally fix this issue. 

  
  Blocked Ventilation:
  I didn’t specify insulation removal in the contract because I didn’t know it was blocking all circulation.   There was no comprehensive discussion with me about the insulation until after you had nailed all of the plywood back in and shingled over the issue.  The only reason I even found out about it is that another roofing professional brought it to my attention.  At no point during the roof construction process did Kelly Roofing even mention the fact that the insulation was blocking air circulation much less presented me with a formal estimate for insulation work. That simply didn’t happen.  

  
  I received some general quotations via email *after* I brought up the issue to Kelly Roofing.  (The first was for around $5,000, which is truly unbelievable, especially considering how much more simple it would have been had my roofing company actually bothered to let me know the insulation was blocking all circulation, and then presented some options to deal with it.  Instead of just hammering and shingling over everything.  The second quotation was for around $2,000 and wasn’t a realistic solution anyway because the insulation is not the "blown in" kind. 

  Again, let’s not confuse this issue. Kelly Roofing should have *paused* the operation when they took off the plywood and saw that insulation was blocking virtually all circulation.  *That* was the appropriate time to deal with the issue.  When the insulation was exposed and someone could have so easily just pulled out the excess rolls of insulation.  They should have contacted me, explained the situation, and then offered a proposal to fix it.  Contrary to what they are saying, that is *NOT* what happened.  Again, they didn’t even bother to *mention* the issue to me, and they certainly never offered a remedy for it during the construction process, only after the fact. 

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

  

  Business Response

  Date: 11/02/2023

  Upon receiving your inquiry regarding the potential impact of stabilizers on your drainage field, our Project Administrator conducted a comprehensive examination of the documented delivery photos provided by our supplier. Given the absence of any discernible evidence of damage, it is our professional assessment that we cannot be held accountable for any ensuing concerns.  Nevertheless, in recognition of your concerns, our Project Administrator furnished you with the contact information of our supplier, affording you the opportunity to pursue the matter directly with them. It is important to note that no formal apology was extended, as our actions did not give rise to a situation necessitating such an expression.
  
  The quotation we supplied for the insulation work could have been executed either while the roof was open with the plywood visibly exposed in the provided photographs, or subsequent to the roof's completion, given the presence of attic access. In light of your decision not to proceed with the proposed work, the roof was subsequently closed to ensure expeditious progress on the project.  As previously communicated, should you express interest in pursuing the insulation work, we remain readily available to provide our assistance.

  Customer Answer

  Date: 11/03/2023

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

  “Upon receiving your inquiry regarding the potential impact of stabilizers on your drainage field, our Project Administrator conducted a comprehensive examination of the documented delivery photos provided by our supplier.”
   “Given the absence of any discernible evidence of damage, it is our professional assessment that we cannot be held accountable for any ensuing concerns.  Nevertheless, in recognition of your concerns, our Project Administrator furnished you with the contact information of our supplier, affording you the opportunity to pursue the matter directly with them. It is important to note that no formal apology was extended, as our actions did not give rise to a situation necessitating such an expression.”
  —-- There *is* discernible evidence of damage, which I showed Luis yesterday (and other times as well), and which I have photographed.  I’ve attached one of the photos.  Actually, since you were the one who *hired* this third party and thus it was indeed *your* responsibility to ensure they were aware of my repeated request not to impact the front yard with heavy materials or equipment.  You didn’t do this.  Thus, you would be responsible for it.
  
  
  
  “The quotation we supplied for the insulation work could have been executed either while the roof was open with the plywood visibly exposed in the provided photographs, or subsequent to the roof's completion, given the presence of attic access. In light of your decision not to proceed with the proposed work, the roof was subsequently closed to ensure expeditious progress on the project.  As previously communicated, should you express interest in pursuing the insulation work, we remain readily available to provide our assistance.”
  
  
  First of all, the quotation you emailed me could *NOT* have been executed while the roof was open, because you did not send me a quotation until *AFTER* you had closed it.  Your continued assertion that you offered to do the insulation work during the project, and that I declined, is just a flat out lie.   That absolutely did not happen.  I would hope that nobody reading this actually believes that because it is not only untrue, but makes no sense. 
  
  The ONLY quote I received for dealing with the insulation occurred AFTER you had finished the project and AFTER I discovered from a third party that insulation was blocking almost all circulation through the soffits in the roof. 
  Let’s go back to common sense here.  Removal of the insulation would have been extremely *SIMPLE* in the large areas where the plywood was removed and the insulation was exposed, as in the pictures.  I’ve added another picture to illustrate just how easy it would have been. They literally had it in their gloved hands! 
  
  
  Any reasonable, professional roofing company- (especially one with a BBB “A Rating” and who brags about all of their “awards”) could have, and *should have* notified the homeowner of the situation.  But, again, you literally have the insulation in your hands and Kelly Roofing does.. absolutely nothing.  They don’t remove it.  They don’t offer me a quotation to remove it.  They don’t even NOTIFY me so that *I* can remove it. (which would have taken me 20 minutes).
  I really think that this speaks volumes about the type of company Kelly Roofing is.  Now I, as a homeowner, am in a very unfortunate position.  Now that these areas were entirely covered back up, it is actually now extremely *DIFFICULT* to remove the insulation.  I have talked to over a dozen companies and the only way they can access it at this point is through removing all of the soffits and then putting them all back on.  
  The only viable quotation that Kelly has provided me for removing it- *after the fact* was for $4,975, a ridiculously high amount, especially in light of how easy the work could and should have been done while so much of the insulation was literally right in their hands.
  
  Also, just for the purpose of BBB, and for any other interested parties, this company did not even offer *that* absurd quote until I posted reviews, and started filing complaints.  Their *initial* responses were simply to state that "insulation isn't in our contract".  That's it. That's all they said. 
   Zero apologies for completely disregarding the insulation blocking virtually all circulation in the roofing system they were working on. Zero attempt to take any responsibility.  Even now, if you haven’t noticed, they have taken ZERO responsibility for anything.  They FINALLY have *said* they would fix the ridge work they did, but only after months of talking to them and having to go to the BBB.  

  Even now, they take zero responsibility for it, trying to make it appear as simply a cosmetic issue. For those reading this, look at the picture that they attached.  I added red arrows to it.  You can literally *see* the pitting in the shingles.  

  I want people reading this to understand something about this company:  Kelly Roofing does *not* care about their customers or their customer’s roofs.  They did poor, sloppy work and take responsibility for *nothing*.  This is just *not* a company that should have an A rating from BBB.  
  
  ******** ****
  
  

• Initial Complaint

  Date:09/07/2023

  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.

  Kelly Roofing installed a new roof on our home after it was damaged during Hurricane **** With missing shingles from the hurricane our roof did not leak, for the 8 months we had a tarp on our roof, it did not leak, now with a new roof we have water coming in our home. Specifically our kitchen ceiling now has water stains, we have 2 appliances shorted out and can not get Kelly Roofing to honor their warranty. We contacted them Wednesday August August 30 to inform them of the leak, we filled out the warranty form and were told our ******* was on vacation - that another supervisor would be out to look at the problem. We have contacted them 4 more times and can not get them to fix their poor workmanship.

  

  Business Response

  Date: 09/08/2023

  Kelly Roofing sent our Project Supervisor, **** ***** out to inspect the leak the customer had brought to our attention.  It was determined during his inspection that the leak should be covered under warranty so a Kelly Roofing crew was dispatched to the customers home on Thursday, September 7th.  The leak was fixed at no charge to the customer, and we will also be taking care of the water stains in the kitchen as of a result of the leak as well.  

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20562134
  
  I am rejecting this response because the company representative ******************* informed us this morning, September 14: 

  "Good morning , I bring this case to the office and I wasnt approved to do interior work or replaced things damaged inside because isnt a roof issue.

  I apologize for this decision , if you still have questions please reach out at the office number"
  

  Kelly Roofing has not accepted responsibility for the damage done to our ceiling and the two shorted our appliances we now have, due to their poor workmanship.

   

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

  

  Business Response

  Date: 09/18/2023

  Kelly Roofings Terms and Conditions clearly state, 10.Damage Limitation. In no event, whether based on contract, warranty (express or implied), tort, federal or state statute or otherwise arising from or relating to the work and services performed under the Agreement, shall Contractor be liable for special, consequential, punitive, or indirect damages, including loss of use or loss of profits.  Kelly Roofing resolved the leak under warranty at no cost to the homeowner.  We will be taking care of the water stains on the ceiling even though we are not legally required to.  We anticipate this will be completed before the end of next week.  We apologize for the confusion from ***** email.    

• Initial Complaint

  Date:07/06/2022

  Type:Product 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.

  On 04/01/2022 Justin M. of Kelly Roofing, Naples FL inspected my roof. He stated that this was part of the Warranty agreement. He told me that some tiles were broken, together with a small cemented area.He showed me photos. He claimed it was likely due to my Pressure Cleaner walking on the roof. Untrue, because nobody walked on my roof, I was home during the cleaning & do not allow anyone on the roof. However, I agreed to the repair which was $399.00 I paid a deposit of 199.50 On 04/04/2022 Jorge called my mobile to say that they wanted to send a crew to do the repair. Since I was not at home, I said no & told him to let me know in advance when they were coming. Jorge claims that the crew came while I was out & he sent photos claiming to be of the repair. These photos bore no relation to the originals. They could have been anyone's roof tiles. No repair photo showed the cement area repair. In other words, Kelly roofing claimed that a crew worked on my property while I was not home. They did not appear on my security camera. I do not believe that any repair was done to my tiles. This seems to be a scam, so I refused to pay the balance of $199.50 & requested a refund of my deposit. Kelly roofing staff have harassed me ever since, and threaten a lien on my house !! I note that there have been other instances of this behavior recorded on the BBB website. It seems to be a pattern & a scam. I would like Kelly Roofing to refund my deposit of $199.50.

  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/07/11) */ Our sincerest apologies that our crew was scheduled out to complete the work on your home at a time that you were not able to be there. We have taken steps to ensure that this does not happen again in the future. After the work was completed, our Project Supervisor; Jorge reached out to you and provided you with photos of the work. We understand that you believe that these photos could be of someone else's roof tiles so we attempted to call you to schedule a time when Jorge could come out and meet with you, however each time we have called, you hung up on us. We would like to schedule a time for Jorge to be able to come out and meet with you onsite. We would be happy to have him take additional photos of your roof and answer any questions that you may have about the repair that was completed so you are confident the work was completed. Please call our office at XXX-XXX-XXXX and we would be happy to get this scheduled for you. Consumer Response /* (3000, 7, 2022/07/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Kelly Roofing keep telling me that Jorge will come out & photograph my roof. This will by no means prove that the repair was done. I have many photos of tiles purported to be on my roof. However, they show no indication of the actual location of these tiles. Nor do they show the repaired cement area on the original photos. I repeat that these photos could be of any tiles anywhere. Jorge is welcome to come out & prove that the repair was done. Why did they trespass on my property when i was absent. Very suspicious. I note that they have done this before as described on BBB website.