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:01/28/2025

  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 bought my first home in ********** in August 2022, right befire Hurricane *** hit. Thankfully, I didn't have any flooding or major damage. My roof had to be replaced as per my insurance company because it was 15 years old and you can't replace a few shingles. I received several quotes and choose Trademark due to the upgraded warranty which cost more, and their reputation was good. I am very sorry I chose them... I never had a leak until AFTER they replaced my roof, before ****** and ******. They are refusing to fix it even though it's outlined in the warranty that they are liable. I had code enforcement come out and they said it passes code but is terrible/poor workmanship. They didn't replace the flashes which is common sense if you are replacing an entire roof. My home was built in 2007 and had the original roof. I was told and understood that the original quote received can increase if there are anything under the shingles, or boards they have to replace like the flashes or base boards if the are rotten. I was never informed that the flashes were bad and needed to be replaced. Instead, their crew put the new roof right on top of them. I had issues with them when they installed the roof in April of 2023. I again called the salesman, ****, and left a message about the new leak. The next day, he showed up unannounced in my driveway at 930am to evaluate the damage/leak. That's extremely unprofessional. He wanted to go on the roof to look for the leak/damages. He located them immediately and said that he "can have Trademark come out and give me an estimate to fix the damages, but they are not liable for it. Hundreds of roofs were fixed after *** and some were good jobs and unfortunately mine was not one of them." I am very upset to say the least. I don't know what to do to make them honor their warranty without ending up in court for poor workmanship and taking advantage me and my insurance company after a natural disaster that they profited from. Just disgusting

  

  Business Response

  Date: 01/29/2025

  Responding to ****** ****, 

  We replaced her roof following Hurricane *** in 2023. Her roof looks great and the project was a success. We were notified through a 1-star review that there was a leak after Hurricanes ***** and ****** came through in the fall of 2024. The next day for reading the review, **** was on sight to inspect. Mind you we were not notified from the customer directly. 

  It was clearly determined that the roof was not leaking. The leak was caused by cracked stucco. Our warranty covers the roof because that was our scope of work. The "Flashes" mentioned in the complaint I am assuming are referring to the roof to wall flashing in certain areas around the house. Those flashings are not changed as part of the reroof unless they are rotted out. 

  **** provided two options to the homeowner, the first was a quick DIY option with instruction on how to do it and the second option was a paid option for us to fix the area. We provided those options because the actual cause of leak never fell within our original scope of work. 

• Initial Complaint

  Date:01/19/2024

  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.

  One thing I had noticed during the whole process was there were no permits posted anywhere on my property at any time. This was explained by Trademark having their own inspectors, all the information would be taken care of by Trademark, and we would be informed of the permit being closed. More than two months later, I had to go to the ****************** website and look up the permit information myself. Ifound the permit had been closed in November. I made the mistake of only getting curious in in January. During the closing walkthrough, while I was talking to the sales rep discussed a few issues. A couple of corners and one part of the roof close to the front door looked off. Since I wasnt sure if this was right or not, I was at the mercy of the sales rep, who also agreed it looked off and he would have someone look at it for us. I was sent a document to sign saying that everything was fine, there was a spot where, if there were any concerns, I should put them there. Naive me thought that since I had spoken to the sales rep and saw him making notes, there was no reason to put anything in that space. I signed the document and sent it in. There was *no* contact from Trademark after that. None. No one has come out to look at the areas of concern, no one has contacted me with closing permit information, nothing. Its been at least two months. Ultimately I am concerned that since the permitting process didnt completely go through the ******************, the roof has been installed incorrectly. There certainly hasnt been any attempt to reach out to me to fix the issues that I can see, and I am sure no one from the company, outside of the original roofing crew has been on the roof to inspect it. Im wondering if it is even installed up to manufacturers code.

  

  Business Response

  Date: 01/22/2024

  **************, thank you for bringing this to our attention. The best person to reach out to is your sales representative. Your feedback and concern matters to us and we will do our best to meet your expectations. Our team works very hard to get each customer to the finish line. 

  Customer Answer

  Date: 01/24/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  I contacted the Sales Representative by email on Wednesday, January 17th. After receiving no reply Wednesday or Thursday, I posted a ****** review and contacted The Better Business Bureau. I then, once again, contacted my Sales Representative through the online account set up with the company.
  i was not told, at that time when this would be followed up on. I once again contacted the Sales Representative on Monday, January 22, asking for a date that the issues would be resolved. I have been given a window of the 24- 29. 
  i would like to keep this open until the roof has been fixed and inspected. To make sure it is installed to Manufacturer Code.

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

  

  Business Response

  Date: 02/16/2024

  *******, thank you for your feedback. our team has been back out at your request to correct the corners. The flashing however, may be unsightly to you, it is installed properly and installed according to Florida Building Code. 

• Initial Complaint

  Date:01/17/2024

  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.

  We entered into a contract in May 2022 for a whole roof replacement. We have paid $24K and the they will not finish the job. We have contacted by phone, e-mail and meeting and they will not schedule the job to get finished. They have been provided pics., e-mails, their own pics, and conversations on what is not complete. They will not return any calls or set up any schedule to be completed. This has been attempted many many times since the project began. Their reps came back out to assess the project and left stating they would get a plan and call me. This never happened. I call the office and get told they will get someone back to me and this does not happen. I feel the issue is that it will cost too much to fix and complete whats been started. But Ive already paid $24K and deserve to have the roof that was agreed upon. The deck is sagging in many places. The ridge vents are not attached properly. The shingles are not in alignment in many places. The seams are not completed properly. They have had pictures since the day they left the site. I just want the roof to be what was contracted for.

  

  Business Response

  Date: 01/22/2024

  The facts below:

  We completed a Tear Off - June 16, 2022
  Dry in Passed - June 21, 2022
  We completed the Install - June 24, 2022
  Passed Final - July 12, 2022
  
  
  The customer of this property has never paid their final invoice and there was damage to the roof after we completed the roof from hurricane ***. However, we didn't fix anything (We sent a repair proposal, the customer did not accept the repair contract).

  Sagging plywood does not mean it's rotten and therefore does not get replaced during a tear off. When a customer does not pay the final invoice on a completed job, the customer forfeits their warranty. 

  If the customer has any further concerns they can reach out to their sales representative. To say our company only cares about money as an insult, is an unfair statement. To operate a small business it certainly takes money, however, we use our money to keep our team going and give back to the community. We always appreciate feedback and improve and respond accordingly.

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21143422
  
  I am rejecting this response because:

  The final payment was always understood to be paid upon completion of a final punch list was completed.  I sent e-mails and pictures of things that existed immediately after the dates they have noted.  Several months prior to any hurricane affected anything.  
  There was some damage that occurred during the hurricane.  I have not seen a repair estimate that is stated to have been sent.  That still does not negate the fact that the punch list items be completed as they are separate line items.  The sagging plywood is not a warranty claim.  I would expect that a roof replacement would ensure that the roof is solid.  I gave full authority to replace any and all decking that was needed at your rate of $100/sheet.  The salesman that I worked through no longer works for you. I tried to go through him during the process but got nowhere.  Im not trying to claim that you are only in it for a buck.   I just want to have my roof complete.  Ive gotten frustrated and resorted to this platform only through desperation to have a reply from your Company.  I honestly have sent many many emails and have called dozens of times and dont get any responses.  As far as the last invoice not being paid.  I will gladly take care of that upon completion of the job.  Im reaching out for partnering toward a resolution.  Can you review the e-mails from  during the job and prior to any hurricane? Youll see that those issues are in that exact state currently. Im not asking for anything damaged during the hurricane to be handled under the initial contract.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/31/2023

  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.

  I hired Trademark Roofing to replace a steel roof on my home in January 2023 and they say it was completed in October 2023 according to ******* and local building requirements. ****** Basic, the salesman, promised me that every detail of my old roof would be incorporated into the NEW roof. They seemed to know their business and took careful drone videos of every detail of the roof. I stayed away from the house when they were working but my neighbors notified me that nails were sticking through the ceilings. I contacted Basic, who always avoided a direct answer but, assured me that all would be repaired. His explanation was that they were required to use 0ne and one half inch nails by code which penetrated parts of the roof that had no attic space. Subsequently, they told me (*****) that they did not realize that code could be met with one inch nails and they would remove the original nails from the dry-in material and replace them with the one inch nails before applying the steel. NEVER DID THAT. Whenever I spoke or texted Basic, *****, or ***** they gave me a REHEARSED DIALOGUE about their lack of responsibility for the damage they did to my house. They are demanding final payment even before they will certify the job is completed or I get an inspection certificate. They are deceitful and totally unreliable and would suggest they never be depended upon. The videos of the roof promised never arrived. They have left the area dirty with nails all over. sheathing debris, steel debris. It looks like a hurricane hit it after they did their work. Because of the damage they did to my property I may pursue a grievance with the ************************** ******* should be more careful before granting a license to roofers and an honest contractor would not try to cover their poor work with lies and threats. THEIR PAPERWORK TRIES TO REMOVE ALL RESPONSIBILTY FROM THEM NO MATTER WHAT DAMAGE THEY MAY DO ON THE **** THEY TRY THEIR BEST TO USE INTIMIDATION ON SENIOR CITIZENS.

  

  Business Response

  Date: 11/04/2023

  ************************,
  It is unfortunate that we did not meet your expectations on your reroof project. Our team works extremely hard to set the proper expectations from start to finish of any project. It is clear we fell short in that regard. Every construction project is unique and there are occasionally unforeseen things. The width of the board extending over your eave and lanai is not standard and using the shortest nails and screws possible to achieve the required uplift caused the heads to poke through slightly. Though unsightly, this is unforeseen and not rectifiable by using a shorter fastener. Your comment "THEY TRY THEIR BEST TO USE INTIMIDATION ON SENIOR CITIZENS." This is an unfair comment and offensive to me and our team. Throughout the entire project we have communicated with you. We are not running from you or hightailing to another state. In fact, we are doing more and more work locally. You may not agree with our stance but at the end of the day, you asked us to reroof your home with a roof system that was not the same as what you had. Your original roof system spanned 24" on the center of the trusses and each fastener went into the truss. The system you chose has a 16" on the center span causing the nails to miss the truss line by 8". This reality does not put our company at fault. At the end of the day, your roof looks amazing, it looks way better than the original roofing system. You still have an open balance, which is your responsibility to pay. Finally, We have completed your project and it has passed all required inspections. 
  The photo attached is a drone shot of your completed project. If you have further concerns please contact your Trademark Representative ************* 

  Customer Answer

  Date: 11/18/2023

   
  Complaint: 20794202
  
  I am rejecting this response because: The depth of the roof-ceiling of the "lanai" is about 1/2 inch plywood and is an outside structure that does not have attic space. Unfortunately, the inspector-salesman, ****** Basic who took all the pictures did not check this area of the house so he could not provide me a notice that the nails would protrude thru the ceiling by 1 inch not slightly. As professional, licensed roofers they are responsible for realizing the problem before repairs began. They didn't even notify me of this horrendous blunder on their part. I was notified by neighbors. If the "professionals" discussed the problem in advance several alternatives could have avoided the sloppy workmanship. Staples could have been approved by a request since they are approved by the Manufacturer ************************* for the underlayment (Titanium PSU 30). Another possibility which was suggested by my *********, after we found out about the nails, was installing a false ceiling to hide the protruding nails in the ceiling. Another plan was suggested by ***** at Trademark to cut the nails flush with the ceiling, apply an anti-rust coating and paint over that. According to Mr. ******* texts this was approved and a man was being sent to" back out the nails". But this never happened they just applied the steel over the underlayment which made that solution almost impossible. As far as truss centers is concerned, that should have been discussed and explained to me before I agreed to the job.I am not expected to be privy to truss centers. This is the first I have heard of it. Trademark is trying to make it my fault. It was sloppy workmanship and unprofessional communication. The island is  aware that one of your jobs needs to be re-done because the aluminum was damaged by your installers. ****** Metals refused to issue a warranty and you will have to replace the entire roof. Another resident called me after considering using Trademark and asked if they could inspect my house. They called back and said they almost made a terrible mistake after seeing the protruding nails and would not trust you to re-roof their house. I am the one offended by the assumption that my age and mental acuity would accept all the nonsense that Mr. ***** was giving me by texts and phone calls. I would ask him a direct question and his answer would be completely evasive. You may not be running from me but you have not lived up to your obligation of informing me before work began of the things that should have been obvious problems  and I would have been happy to work with you to find acceptable solutions. I am an intraocular eye surgeon. If I don't check and check again an eye for possible unusual problems pre-op, then I might have a complication during surgery that could have been avoided if I properly examined the eye before operating. The "unforeseen" in this case was easily seen... you just didn't look! 

  I would be very happy to pay the small balance of my bill once you rectify the problems.

   

       ***************************** M.D.

   

   

   

   

   

   

   

   

   

  'back out the nails"
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/14/2023

  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.

  Trademark gave us an estimate, we agreed to it and signed. They said we would have a 3 day construction period after we wait 8 weeks for them to get everything ready. They took 2 weeks and did a poor job. They didnt clean up, left nails and materials around for 2 months left tools on the roof 4 times! We got a flat tire from their trash they left and they destroyed one of our gutters and didn't care about our tires their garbage or our gutter. They are horrible. The contract we signed said that they would come back until we are satisfied. Instead of finishing the job to our satisfaction they placed a lien against our home! They are crooks and not to be trusted. They did a bad job on our roof and then demanded payment without correcting all their bad work. We said we will pay when the roof is done right, they instantly filed a construction lien. We tried to talk to the owner but no one there will let that happen. DO NOT TRUST THEM WITH YOUR HOME. Bad people taking advantage of good people.

  

  Business Response

  Date: 08/17/2023

  Your project has been completed for some time now, your project passed inspection and the permit has been closed by the city on June 12, 2023. Our team responded multiple times and provided visual evidence of addressing the items we were asked to fix. Your salesperson was responsive and represented us well. 

  There is a lien against your home due to the open balance owed to Trademark Roofing for the completed roof project that has been closed by the city.

• Initial Complaint

  Date:01/06/2023

  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.

  I am a senior citizen filing this complaint with your agency because I feel Im being overpriced with this roofing company that put on my roof back in November of 2021. In November of 2021, I hired Trademark Roofing located at ***************************************************************. 33909-P#************ for putting on ***** Corning Preferred Shingle Re-Roof on my home-Job# *************** for $18,000.00. I signed the contract that cost me $18,000.00 for the new roof which contained all ************************* materials plus the following: 1)No proration for the first 50 yrs, 2)Transferable, 3)10 year craftsmanship Protection, 4)130 mph Wind Warranty, 5)15 year blow off warranty, 6)10 year Algae warranty I only had this new roof on my home for 10 months before the storm hit **********, *******.Now on September 28th 2022, Hurricane *** set down in ********** **. for a period of several hours. As I awaken the next morning to go outside and see the damage to my house, I noticed about 3 to 4 ft of my ridge caps were missing on my roof. I reached out to my roofer Trademark Roofing to come out and inspect the roof. A salesman, **************** Basic came to my house and used a Drone to take pictures of my roof. Mr. ***** later explained to me that a shingle needs to be sealed because its loose. He also informed me that I need to have some ridge caps put in too. After his inspection of the damage, he emailed me a contract to repair the roof for $1,225.00. I called to ask about the warranty and informed the warranty is no good. My roof is brand new that is only 10 months old and does have a warranty on it. He said its no good because the hurricane affected it. I presented him an example if in the future say 2 to 3 years that I have another problem with the roof say *********** is making a markup of *****% on a job that takes an hour of work with only $20 of materials required to repair my roof. Do you think that is price gouging? I only need 8 ridge caps plus some glue to fix a couple of shingl

  

  Business Response

  Date: 01/09/2023

  The warranty provided covers wind events up to 130mph by the manufacturer.  Hurricane *** had recorded winds over 150mph.  This cancels all warranties of all roofing systems including those from ***** Corning.  If we gave you a price for a repair you don't like, then you should find another quote that fits your budget.  You are under no obligation to use our services.  You did not sign a contract and we did not take your money for the quoted repair.

• Initial Complaint

  Date:07/12/2022

  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.

  On Jan 27th, 2022, I agreed and sign the terms to contract between myself and TradeMark Roofing. The quote and terms were given by Kory W. Prior to the start of the service, I was concerned when comparing the final price and that of which I was quoted for the "Best" option. The price difference was approximately $3,270.00 between the two. I then met with John B. to discuss the price difference. When discussing about the over-charging and possible ripping off of the insurance company, John said, "Don't you think my guys deserve to be paid a little extra sometimes." John also elaborated that that the price difference was because the service would be agreed upon between the adjuster and my home insurance company. The time frame of which I was told the job would be completed was not abided by. I paid the first deductible on March 9th, of $2,500.00, and was told the roof would be done by the beginning of April. When the job wasn't completed by that time frame, I called multiple times, and was told they were waiting on shingles. The Job did not start until May 24th, on that same day I provided them with a check of $7,080.00. The job was left incomplete for approximately 3-4 weeks, after being informed it would be completed in 1-week. On June 14th Shingles were finally applied, and John stopped by the house to inspect the job, and at that time. On June 14th, I also gave John a check for $7,080.00 as a final payment. The next day, I was contacted by John stating I owed money ($640.00), due to a typing mishap. I declined to pay the remaining amount, for it was a business error. On July 11th, I contact Cape Coral Permitting to follow-up on the final inspection, which had not been signed off on; and was informed that the permit had expired and the final inspection had not been completed. When I contacted the business, they told me the "contracting portal" had been down for weeks. The service agreed upon has yet to be completed.

  

  Business Response

  Date: 08/01/2022

  Business Response /* (1000, 5, 2022/07/18) */ One of the hallmarks of Trademark Roofing is our commitment to consumer education. Purchasing a roof is a rare event for most individuals and most are unprepared for it. It is unfortunate that this individual has chosen to omit facts and is currently in breach of contract and has been for a matter of weeks. The customer came into our office unannounced one day to complain about the fact that due to the transaction becoming an insurance claim that we were being paid additional monies. I stopped what I was doing and welcomed them into my office and spent nearly an hour and a half with them, including calling the adjuster and having them walk through the process several times. By the time they left, it seemed that they finally comprehended what was gong on. Obviously not. What this individual fails to point out in her complaint is the reason that the claim is higher than the original contract is due to; 1. The settlement is determined between the adjuster and the carrier. We are not a party to that. The adjuster was paid over $3,000.00 for their services. These monies came directly from the claim. 2. Price increases. The pricing model used in the insurance industry takes into account local trends including increases in costs. Every month something has increased in price. If it isn't materials it's labor. Inflation is out of control and the software picks that up. What benefit would we have to delay getting the job done? None. If they would open their eyes and ears they would recognize that there are severe shortages in the building trades. They were informed of this numerous times yet can't resist to the urge to nit-pick. Furthermore the customer fails to disclose that instead of paying over $15,000.00 out of pocket for a new roof, they paid $2,500.00. We were not obligated to further assist her but we did because it was the right thing to do. The Cape Coral permitting website and the office itself has been in disarray for months due to a conversion that failed in February of this year. Yes, her job was inadvertently put into the incorrect stage within our system, however, had she paid us like she was supposed to, that probably wouldn't have happened. What this really comes down to is that the customer is looking for a way to pocket some cash. We deal with this on a regular basis with insurance claims. Homeowners get the claim settled then start shopping around trying to "get a better deal so they can keep the difference. Other times they just see a large sum of money and think they are entitled to keep some of it, as in this case. For one thing this action is a felony, it's called insurance fraud. So if you wonder why you can't find homeowners insurance in Florida, a great deal of the responsibility lies with customers like this. The work is complete and they owe the balance; those terms are clear in her contract. they should try reading it. Trademark Roofing has done nothing wrong, in fact we bent over backwards to assist this individual and now are being punished by them for it because of their lack of of cognitive capacity. We are in the process of filing a lien against the property. In addition, they is amassing hundred's of dollars in late fees and penalties. We will close out her permit upon receipt of payment. It has been said that no good deed goes unpunished. This is a prime example. We saved this individual over $12,000.00 and they go off on a tirade because they are too obtuse to understand the good that has been accomplished for them. Unbelievable.