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:04/07/2025

  Type:Order 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.

  This is the email I submitted to the business. They never followed through on responding. I have since sent the complaint to the *********************************** husband and I request that you seriously reconsider the extreme penalty imposed regarding the cancellation of work on our home. ****** sat on my couch for 3 hours regarding the contract but never once informed us of the fee for cancelling. I thought that I was signing a contract stating work and costs. Never once did she emphasize or even mention that there would be a cancellation fee and how much it would be. It wasn't until I cancelled that she made sure to tell me there would be a penalty. ( note the finance company rightly and ethically informed me I had 3 days to cancel, however, ****** conveniently left this out regarding the contract) It would have been easy and frankly is an ethical practice to have make it clear to customers regarding large fees like this. If she had made me aware I would never ever have signed the contract at the very least without days to consider the repercussions of cancelling. I can only assume she wanted this sale and did not want to jeopardize it's success and or make sure the company got money job or not. Also, for her to tell us she recorded us without our permission is another unethical practice and Ive been told illegal. We would like to resettle this fee to $1000 which is generous (considering what I have explained above) and be done with it. Above is the letter I sent them. Since then I have reconsidered and want the entire amount refunded, especially since they refused to acknowledge my email.

  

  Business Response

  Date: 04/15/2025

  Thank you for reaching out and sharing your concerns. We appreciate the opportunity to respond and clarify the situation regarding your contract and cancellation.
  
  First and foremost, we regret that you feel your experience with us was not up to the standards you expected. Its never our intention for any customer to feel misled or unheard, and we value all feedback as an opportunity to improve.
  
  We want to clarify that your contract includes a clearly labeled Buyers Right to Cancel section, which is located directly above the signature line where you signed and dated the agreement. This section provides you with the legal right to cancel within three business days of signing without penalty, in full compliance with consumer protection laws.
  
  In addition, the contract clearly explains that if the agreement is cancelled after that three-day period, cancellation fees may apply to cover the costs incurred as part of preparing for your project. These details are part of the written agreement, which is the binding documentation between both parties.
  
  Following the signing of your agreement, our team immediately began the necessary steps to move your project forward. These included:
  
  - Labor and administrative hours spent processing your project
  
  - Permit preparation and initial municipal paperwork
  
  - Scheduling and dispatching production staff to your property for final measurements
  
  - Submission of your custom material order to our distributor
  
  Fortunately, we were able to cancel the material order before it was fulfilled, avoiding non-returnable material or restocking feeswhich would have been passed along per the terms of the contract. However, substantial time and internal resources had already been committed to your project at the point of cancellation, which is why a cancellation fee was applied.
  
  In regard to the audio recording, our company is instructed to follow state laws regarding recording conversations. While laws vary by state, we take compliance seriously and have determined we are fully compliant with Florida state laws regarding the recording of telephone and in-person conversations.
  
  We regret that your original message was not addressed in a timely manner and apologize for any frustration this caused. Communication is important to us, and we are committed to improving in this area.
  
  At this time, we remain committed to resolving this fairly and we feel the refunded amount of $7800 is fair.

• Initial Complaint

  Date:12/27/2024

  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.

  My roof was installed on June ******. Hurricane ****** came and blew my roof up and off. I am disappointed in the fact that it was supposed to be wind proof. I am unsure if I want them to fix it as this may happen again. I would like them to refund all my money so I can get a better roof on my condo. Any advice and information would be appreciated **** *****

  

  Business Response

  Date: 12/30/2024

  We are sorry that Hurricane ****** has damaged your property.  Many of us and our customers are in this situation.  Unfortunately, our warranty does not cover Hurricane winds/damage.  

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22734554
  
  I am rejecting this response because:

  if it was installed properly the first time I would not be in this situation. I am unhappy with your response.

  
  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.

  In 2019 we paid $4000 for what we thought was a brand new flat roof. It was sold as a new 10 year warranty product. This year after the hurricane the carport began leaking. We went on the roof and discovered our New roof which was actually a coating put on in 5 parts was rolled back and cracked. We phoned our rep who sent us to the warranty department. Someone was sent out to look at it and stated it was the old roof which had failed and not their coating. They refuse to do anything about it since supposedly they no longer use that product and it is supposedly our old roof which failed. $4000 for a coating which failed within the 10 year product warranty and 7 year workmanship warranty and they refuse to do anything. We could have had the whole flat roof replaced with metal for less than that.

  

  Business Response

  Date: 11/02/2023

  My conversation with ***** leads me to believe that he still may not quite understand what is going on with his roof.  Our contract is very specific in the work scope that he signed, we provided the work and he paid for.  Which was a coating that goes directly over the top of the existing roofing material.  The coating is not failing, the roofing material under the coating has pulled away from a short wall that goes vertical from that point and up to a separate shingled roof.  The coating did not fail, the surface below failed.  The best analogy I can give for this would be if you were to paint a wall in your house that currently has wall paper adhered to it and the wall paper started falling off, it would naturally *************** down with it.  Nothing wrong with the paint, just the wall paper.  I hope this helps and he now understands. ***** did try and tell me that we installed the initial roof before we put the coating on but that is not true and I sent him pictures of the roof before that showed the existing Modified Bituman roofing material and then I sent him pictures of after we installed the coating and lastly I sent him pictures/video of the current failing of his original roof.  ********** or manufacturer could ever warranty this type of situation.  

• Initial Complaint

  Date:07/26/2023

  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.

  Ridge Top Exterior replaced my flat roof on my home in 2018. When they finished the roof and the city came to inspect the roof, it did not pass the inspection twice. Finally, the **************** passed the inspection. Soon after that I had a leaky roof, after the roof was completed. Ridge Top came out and fixed the first problem. To replace my roof, Ridge Top Exterior charged me *********. They also charged me for work that they did not do. The total charge was *********. Currently, I have another problem with the roof leaking. The roof is leaking so much, that my ceiling caved in. It is raining inside my home. My furniture, carpet and personal items were damaged. I took pictures of it all. The roof was a faulty job and poor workmanship. The material used on the roof was not adequate in replacing a flat roof. The quality of the work was very poor. Therefore, I am still dealing with this terrible issue. My roof warranty states that the work performed under my contract will be for seven years from the date of completion. Therefore, my roof is still under warranty. I called Ridge Top Exteriors and they came out to my home and put a sealant on the roof. However, the next day, the water was still leaking inside my home. I called Ridge Top Exterior again and they did not answer the phone. I kept calling them, finally, the receptionist said someone would call me back. **** called me back, he sent someone out to my home to put a tarp on the roof. The tarp does not stop the water from leaking in my home. They should replace my roof, because it is still under warranty. However, **** said, "the warranty was for only two years and that there is nothing else he can do for me." Which is ridiculous. I am a senior citizen on a fixed income and Ridge Top Exteriors has taken advantage of me. My roof needs replacing and they should replace it. Ridge Top Exteriors over charged me to replace my roof; and now they don't want to honor the warranty and fixed my roof.

  

  Business Response

  Date: 08/02/2023

  Ridge Top Exteriors went out on Saturday 7/29/2023 to do a water test; spraying water from hose all over the low slope roof area that we installed in 2018. After about 20 minutes of spraying at full volume, no leak was found. There is an area where the homeowners metal roof, (not installed by Ridge Top), goes under the roof that we installed that is open and could be letting water in. The roof contract we had with the homeowner had a craftsmen warranty of 2 years from 2018, it is well past that warranty term, but we are still trying to help the homeowner with the issue. Both times, when the homeowner called us about her leak, we have sent out people to assess the issue and have sealed areas not related to the roof we installed, in order to try to help her out. We did not charge her and again, it is not under warranty. We also installed a tarp, again at no charge to her. We have helped her with a roof that is out of warranty and at our cost. Ridge Top Exteriors has done everything we can to make her roof leak, so we could gauge what needs to be repaired in the area that we installed.  Unfortunately, we have not been able to get the roof to leak.

   

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20374716
  
  I am rejecting this response because: 1) the explanation they provided does not make sense. If the rain were blowing from the direction he is stating the water damage would be in different areas.

  2) The most important reason I reject their response is based on the documents we received from the claims adjuster, ******** and Company.These documents we provided to BBB show the estimates they provided to ******** and Company were a higher quality material than what is in the contract they had me sign.Their reliance upon the contract where they switched the materials from what was authorized at the very least is unacceptable and I have told this is possibly fraud. I want them to install the roofing materials they were paid to and pay for interior damage that has occurred. 

  
  Sincerely,
  
  Mae *********************

  

  Business Response

  Date: 08/17/2023

  We have contacted the property owner to schedule a time for us to come back to the property and inspect the affected areas in order to come to a better resolution for all parties. We have scheduled this inspection for tomorrow per agreement from property owner.

• Initial Complaint

  Date:01/03/2023

  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.

  Roof installed incorrectly. They broke several areas of roof decking and just shingled over it. Installed gooseneck vent improperly over a stud so duct cannot be connected, plus the gooseneck vent has a leak and water is getting in the attic, flashing done improperly. Have had them out several times to fix issues and they continue to break more while they are out. Some wood was fixed and they busted wood next to it when repairing and left it. They are no longer allowed on my property to mess my house up anymore. I have hired an engineer to write up a report and have hired a new roofer to completely redo the entire roof.

  

  Business Response

  Date: 01/18/2023

  Hello - last time we spoke with the customer, he was satisfied with what we had done to repair the items referenced.  The leak in the boots and *********** were sealed by our production expediter and our expediter explained the roof to wall flashing was installed properly. The wood on the roof was not broken at time of our install, we noticed new gutters were installed after we had done the roof so there is a possibility that those installers could have caused the wood damage. 

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18666236
  
  I am rejecting this response because:

  The gutters were installed by me a year prior to the roof being installed. I will have the official engineering report by tomorrow that states the flashing on the chimney is wrong, nails are overdriven, nail patterns are wrong and roof deck was not repaired properly. Also there are shingles on the unvented ridge that are concaved at the top. The flashing on the siding is not correct either. I will be happy to send the engineering report as soon as it's available to me. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 01/20/2023

  attached is the engineering report. 

  

  Business Response

  Date: 01/20/2023

  Our last visit with ***** ended with everything being repaired and our on site manager repaired a boot and a gooseneck.  They discussed some damaged wood which Ridge Top did not damage.  Our on site manger said that there were signs of other work that was done by others and that damage could have been done by whoever was working out there after us.  We have done our scope of work and repaired items that needed repaired and we stand by that we did not do the damage he is claiming we did.  

• Initial Complaint

  Date:08/15/2022

  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.

  I ordered windows from Ridgetop Exteriors here in ***** ** July 27, 2021 for the two front windows of my home. They were installed February 21, 2022 by two incompetent workmen who put the window in from wrong side, which was found out later and the reason for the leak. My window inspection was March 17 and my windows failed because the locks didn't work. RIDGE Top exterior came to fix the windows March 25, 2022. March 31, 2022 I checked the window locks and they worked. April 8, 2022 I notified the installer, ****, that both windows were leaking into my home. 11 April 2022, **** came out to plastic wrap both front windows, dining room and game room so the rain would not continue to seep through and enter my home. April 25, 2022. 8 weeks later **** unwrapped the sticky plastic from my two windows and installed the new windows with the help of his competent partner on Friday June 24, 2022. 1 July 2022 we finally passed inspection. Then there was sticky remnants from the wrap on my windows I had to contend with now. The response was "use goof off or acetone especially cuz you can't really see it unless it's the right conditions". Their office called for the remaining balance, I asked for a 20% inconvenience discount they said "no". I tried to talk to someone in the corporate office in WI which I later found out didn't exist and was just a call center from one of their employees. They based their ruling on a pricing mistake they made and said I should be happy their not coming to recoup what they said they lost July 2021. I'm looking for $799 off my bill and they can't do that. Shame on them!!! Their mistake doesn't ***** my inconvenience, the updated plans I had to put on hold for the painting of the outside of home, the leaking of the inside of my home, the embarrassment I felt as people drove by my home and saw it wrapped in bubble wrap for 8 weeks not wanting others over. Again my inconvenience TRUMPS your mistake everyday!!!! No matter how you see it.

  Customer Answer

  Date: 08/30/2022

  I have paid this company in full just like I said I would because I'm a woman of my word. Despite their inability to cater to their customers I have moved on and will leave the rest to God!

  

  Business Response

  Date: 12/19/2022

  I am not sure what I am suppose to be responding to.  This matter is closed on our end.  I have responded to her complaints regarding the discount she felt she deserved and we have chosen not to make this a forum to go back and forth with this customer.  I feel if I respond yet again, the customer will just continue to use your ******************** forum as her personal Blog.  

• Initial Complaint

  Date:06/09/2022

  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.

  In August of 2019 a Ridge Top Exterior salesman showed me areas of my roof that were bowing! Explained that meant damaged wood under the roof! He sold me on a new roof at the cost of $11,497.95 by telling me his company would replace all damaged wood before they put on the new roof! May of 2022 we agreed to go solar ! The foreman of the crew showed me broken rafters that had not been replaced and areas of my new roof that are still bowing ! Contacted Ridge Top and was told they would repair the damage they never showed up my solar company sent a crew to repair the broken rafters that Ridge Top left!!! I feel they did half a job so I want half my money back and will never recommend Ridge Top Exteriors to anyone and will gladly show them pictures of my roof broken rafters and bowing included!!!! My 12,000.00 dollar roof was put on broken rafters and I will seek legal assistance if I have any damage to my home persons and furnishings caused by their half assed job!

  

  Business Response

  Date: 07/05/2022

  Business Response /* (1000, 5, 2022/06/15) */ The area we replaced wood is not in the area of your broken rafters. We did do what our paperwork stated. We replaced bad decking. The decking in the area you are speaking about was there before we did the roof. We replaced decking on the left rear of the home, not on the front right side. Again if the rafters were broken when we did the roof there would have been a very soft area that would have been very noticeable. The building inspector would have noticed this also. Ridge Top is not trying to get out of anything. If we were in the wrong we would gladly fix anything that we damaged. The problem is we can't fix something that we don't know about. I am here to help. We are all about customer service in this company and we do what is right. We reached out to you after you called that there was an issue. We tried to make arrangements to come out to see the issues per our notes in your job file. I am not sure if you did not get our messages. You took it upon yourself to have the solar company do the rafters. Again we can only fix what we know about. We are here to help, I can't change the past but please let me know what we can do to help the situation. Consumer Response /* (3000, 7, 2022/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Spoke to two different representatives from their company! The first told me he would send an inspector to check out my roof and the broken rafters so they could repair them as his people hadn't fixed all the rafters at time of my roof install! No inspector showed up and a week later I was contacted by Mr. B. whose story totally changed! His people never did that even though my pictures clearly show new decking attached to broken rafters! Will never do business with their company again and will warn others of their shoddy work ethics!