Complaints

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Three years ago, I had a roof installed. Rather recently, weve had an abundance of rain and water was entering my home.I had two separate mitigation companies come out, and they said that the reason for the issue was due to the roofing install was not done properly. There was caulk missing everywhere.Roughly 6 months after the install, (the install was 3 years ago) I had water damage on my garage ceiling, which was also caused by the caulking the company had an employee come out and said that nobody installed any caulking on the ********* we are 2 1/2 years later and the issue still is the same just in two other parts of my roof.I contacted my insurance agent and she said to contact the roofing company to have them come out and repair the issue. The roofing company says that theyre not going to send anybody out and I need to contact my insurance company.The roofing company is refusing to rectify their issue. The three separate companies said was the roofing companys fault.

  Business response

  09/30/2024

  Jerry, thank you for leaving this feedback as it always helps us grow as a company. We understand that you feel this is a part of the roof that is leaking, but based on the photos you sent and what you explained is happening we tried explaining where we think the problem is coming from. We believe the leak you are experiencing is coming from a gap in your stucco, not from the roof. This gap is clearly seen in the photos you sent us and the photos you uploaded here. As we've explained we are not responsible for gaps in your stucco as structures can shift and cause gaps to occur years later (as what we believe happened here). When you called us you demanded that we pay thousands of dollars to fix interior work that we believed was not a workmanship. We recommended that you contact your insurance company for the interior damage since we believe it was not a result of our workmanship.

  Customer response

  09/30/2024

   
  Complaint: 22348686
  
  I am rejecting this response because:
  As it is clearly seen in the photos and the statement from your own worker, no caulking of any kind was used. 
  

  The company sent someone out to fix an issue related to a water leak, and the worker said no caulking was used. 
  

  Fast forward a 2 years, we have water intrusion caused by a lack of caulk, not stucco. 
  

  The owner even said on the phone “what am I even looking at?” There hasn’t even been an attempt to come out to inspect or to make the situation right.

   

  
  Sincerely,
  
  Jerry Turner

  Business response

  09/30/2024

  We would be happy to come out and inspect the area, but when you made contact with us you stated that "this was wrong and you either need to pay for the damage or file a claim with your insurance". It didn't sound like you wanted us to come out and inspect. Please call our office and will be happy to come out and inspect the area.

  Customer response

  09/30/2024

   
  Complaint: 22348686
  
  I am rejecting this response because:
   
  Per the email I sent and the TRUE conversation we had, I requested that someone come out. Your response was that it wasn’t your fault and I asked how you would like to handle, either you come out and repair, I repair and send invoice or have your insurance company come out. I have the emails to prove this.
  

  I have already had 3 different companies come out and assess the situation. Two are water mitigation and one is a general contractor. All 3 stated the roofing company “manhandled the coping” and the last one mentioned when your company removed the drip edge, they did not re-apply caulking or seal it so water did not enter.

  I do not feel that your company will be honest and give an unbiased assessment. 
  

  If you want to come by and see the issue, I am okay under the condition that I can have a third party there too, in addition to a representative from the law firm I am in communication with. 

  Your company has proved to be untrustworthy on several occasions.

  
  Sincerely,
  Jerry Turner

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My home insurance got cancelled due to stains and pounding of my flat room. Even though that roof still had ***** years life (confirmed by several roofing companies), I had to replace it prematurely. Classic Roofing and Constructions promised there would be no more pounding after its installation of tampered system along side with plywood ********. They did not deliver their promise. There is still serious pounding is***. Now they claim what they have done is within code (as long as water evaporates within 48 hours). The water pounding will stain the new roof and few years down the road when I need another 4-point or wind mitigation reports, stain will show and I might be in the same situation as today without insurance unless to have another new roof. The company did not want to admit the pounding is*** and only ask me to pay the balance. They are threatening to *** me and put a lien on my house. I need that pounding is*** SOLVED before I can pay the balance.

  Business response

  06/21/2024

  **********,

  We are sorry that you feel the need to leave this complaint. Per our phone conversation with you this morning we explained that your flat roof was installed with a taper (sloped) insulation package. Florida Building Code requires a 1/4" per foot slope on flat roofs (this just changed in at the beginning of 2024). We installed a 1/4" per foot tapered insulation package on your roof with a modified bitumen cap sheet on top of the insulation. Florida Building Code allows any ponding water on a flat roof to dissipate within 48 hours of the rain stopping. When we spoke on the phone this morning it had only been 12 hours. We urged you to allow 48 hours to pass and allow the water to dissipate. You explained that you didn't care what the code said and that the roof wasn't done correctly. You were worried that you might only get 12 years out of the roof because of the ponding water. We explained to you that the lifespan for the product you chose is typically between ***** years (as the manufacturer only warranties the product for 10 years). You said that you didn't care what the manufacturer said it should last longer (even though you explained that you didn't know about roofing or the products). In addition to this, the project passed a final inspection with the city and was approved and the permit was closed. At this point you started yelling at us on the phone and yelling F*** you. Ultimately, we want you to be satisfied with the project however you were unwilling to listen to what the Florida Building Codes states or listen to anything else we had to say.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired them to out a new roof on last February and their machine hit the wall of my condo and water came in and the ceiling in the master bedroom fell onto the floor the room is destroyed along with part of the living room floor and the back porch ***** to take a personal loan out on my car to fix the wall and have it painted and I have MS and live on social security. They refuse to fix or pay for damages.

  Business response

  03/12/2024

  *****,
  When you originally called our company, it was because you had a leak and put in an insurance claim. This was approved with your insurance,and we did your roof on 1/27/23. It took us 3 months to collect partial payment from you and your previous husband. We understood that you were going through a separation, and he took the money, however, a contract was signed saying we would get paid when the roof was complete. A notice of commencement was also signed so that we could have put a lien on your house due to nonpayment, however, we worked with you and ****** to settle the payment and gave a discount of $******.
  When you reported the leak on May 15th, we sent out a representative within 24 hours to tarp the roof. However, the leak went unreported for a length of time after the roof was complete and because at this,the ceiling was already falling in. You called back the next day (May 16th)and reported the roof was still leaking and again we responded immediately and tarped the roof further. From there, the roof was redone in the area of the leak on 5/18.
  On June 14th you spoke with ****** and requested a quote for the exterior damage of your home be done when we came to get a scope of work for the interior repairs. You were told at this time that we would cover the interior repairs, but we were not responsible for any exterior repairs. You stated that you pulled out a personal loan to pay for the those repairs and just wanted a quote. **** came out on June 14th to quote the repairs and at no point during that time did you mention anything about the carpet damage, nor was any damage observed. We completed the interior repairs on June 26th and covered to cost of $2000 for those repairs. However,on June 28th you called back again to say you wanted us to replace your carpet because it was damaged during the leak. Again, this was not observed or mentioned 2 weeks prior. The photos you sent of the damage were of the carpet already removed and nothing could be observed.
  After all of this, it was discovered that the siding of your house was the source of your leak and not the roof. You were informed of this on July 13th by ***. You called us back on July 14th to tell us that the delivery truck hit your house during the drop off of the materials and that is why the siding is leaking. An investigation was done with *** Supply for this complaint and nothing was founded. Not to mention, the truck would have had to hit the corner of the roof and took off part of it before hitting your siding, which did not happen.
  In all, we gave you a $ ****** discount because you could not afford to pay for the whole roof and paid for a $2000 ceiling repair that was caused by your siding leaking. None of this was asked to be reimbursed and we sent you all of your warranty paperwork and paid in full receipt despite our contract saying otherwise. We are sorry that you feel you have had such a bad experience here and you feel like we should pay for additional damages.However, we have already gone above and beyond for you and cannot take responsibility for something we did not do.  

  Customer response

  03/13/2024

   
  Complaint: 21365283
  
  I am rejecting this response because:  Please tell them I reject their denial.response.  they need to fix what they broke 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date we contracted them was on Dic 06, 2022 We contracted them for a seamless metal but they took advantage of our lack of knowledge regarding roof and sold us a 5v metal roof. (On the estimate that was sent to us you can see the seamless metal roof we were promised. On the description they put 5v metal.) After installation started we quickly realized that was the wrong roof and contacted them but they stated it was too late because they had already purchased the material and we could do nothing about it. After months of not being happy and them not wanting to renegotiate on a fair price for the metal they were installing we just felt pressured into paying because we didnt want a lien on the property as they were threatening us to do if we didnt pay. Not once taking responsibility for the mistake their sales person made but instead bullying us into paying. We asked for the paper work we should have received months before regarding the warranty. We had to fight about it too because they were trying to give us 10 year less on the workmanship then promised originally. After we received paper work sign by them and we made full payment. They didnt want to provide all the proper documentation regarding warranty, making us contact the metal company ourselves. Metal company said what they had said was a lie and sent the proper paper work which did not match what they had sold us on. We contacted trying to resolve yet another issue with them but instead they got offended because we were feeling like they had lied. They said all we had was a paper signed but that was not a contract and would not uphold what was promised and if we wanted to do anything about it to take them to court. It has Been a horrible experience dealing with this company and its employees. More over the owner and CEO are mayor bullies and take advantage of people to get the money and never deliver on what was promised. Please help us! We are afraid we have been scammed.

  Business response

  10/31/2023

  We apologize for our delay in response but would like to defend our integrity. Our representative, ****, spoke with the homeowners and discussed a few material options for her roof replacement. The homeowners expressed their initial interest in a shingle, 5V metal, and Standing Seam metal roof. However, after explaining the $10,000 price difference between the 5V metal and Standing Seam metal options, the homeowners lost interest in the Standing Seam metal roof as the cost evaluation we provided exceeded their preferred budget for this project. To reflect their material preferences, on December 6th they were sent an updated estimate for a shingle roof and a 5V metal roof only, eliminating the Standing Seam option they expressed disinterest in. The homeowners signed and returned their contract for their material selection, the 5V metal roofing system, on December 14th. Notably, the homeowners failed to question the contents of their contract, or the terms and conditions outlined prior to signing their contractual agreement with us. Once their deposit was received, our company proceeded with placing the material order and scheduled this roof for installation as contracted. Upon commencement of the roof installation, the homeowner claimed that they were supposed to get Standing Seam metal panels even though the contract they signed clearly states 5V metal on the main details page in large bold lettering. Despite the mistake the homeowner made in contracting their material preference, we offered to give the homeowner a discount to complete the 5V metal roof they contracted us for and presented an alternative option that they could pay the price differential for the Standing Seam metal panels and upgrade their roof option. The homeowners chose the discount and opted to proceed with the 5V metal roof installation as contracted. We completed the roof installation and invoiced the homeowners for final payment as outlined in our terms and conditions. The homeowner refused to submit the final payment after multiple attempts to collect. At one point we could not contact the homeowners accordingly because the primary contact number previously provided was disconnected. When we finally got ahold of the homeowner again, they informed us their refusal to pay was in relation to the warranties included in their purchase. Our standard warranty inclusion for the 5V metal roof option is 15 years workmanship and a 25-year material defect from the manufacturer with an additional 35-year warranty from the manufacturer for the paint application. The homeowner disagreed with these warranty lengths and in good faith, we agreed to extend our workmanship warranty for this customer and asked the metal manufacturer to do the same. Furthermore, we even waived the credit card processing fee for her final payment and absorbed that in consideration for her situation. Once the homeowner paid their balance in full, we registered the homeowners warranties and gave her an extended 25-year workmanship, an extended 35-year material defect from the manufacturer and a 35-year paint warranty. Copies of these warranties were provided to the owners in addition to a lien waiver and a paid in full receipt. We apologize that this homeowner feels they were scammed or misled, but on the contrary, we operate with high integrity and were upfront about pricing and materials and provided the homeowner with additional warranties we were not obligated to. 

• Initial Complaint

  12/27/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I need a new roof after hurricane ***. I called and scheduled an estimate with classic roofing and *********************** arrived to provide an estimate. We discussed a certain type of roof, in principle, and he quoted me a price.He later emailed me a contract to sign, as well as a request of 10% down payment as outlined in the contract.I signed the contract, along with the quote price which was accurate. I also told him I would have the down payment check ready the next week for him to pick up.He arrived the next week to pick up the check as described.Upon leaving after picking up the check, he then emailed me a new contract saying Hunter, Could you sign this proposal for me. I entered all the same numbers just excluding ************** option. I have voided the originalExcept it wasnt. He had down graded me to the less expensive roof, with the same quoted price, which was not as we discussed and I had signed on the original contract.I immediately called my bank and stopped payment on the deposit check at the cost of $31.This appears to be a bait and switch attempt at fraud, negotiating in bad faith, as well as breach of contract.

  Business response

  01/09/2023

  The Sales Representative had mistakenly sent this customer an incorrect estimate. We explained this to the customer as well. There was no bait and switch or bad faith. We apologize that a mistake was made, we are all human. When we tried to correct this, the customer did not want to listen to us. They can contact the office at ************ to speak about a refund of their $31.

  Customer response

  01/10/2023

   
  Complaint: 18632756
  
  I am rejecting this response because the way of correcting this mistake was by offering a $250 discount on the roof I had already signed a contract to have installed. The difference of the roofs was upward of $2,000. 
  

  The correct response would be to have acknowledged the mistake, accepted responsibility, and honored the signed contract which is a legal document. 
  

  I was still required to stop payment on a check at the cost of $31 due to the incompetence of Classic business/salesperson, and would like that $31 returned to me.

   

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

  Business response

  03/14/2023

  Hunter,

  We apologize for any delays this ma have caused on this project for you. We are more than happy to refund you the $32 that you spent to stop payment on your check. We do accept responsibility for this mistake and apologize again. Our office will reach out to make this right with you.

  Customer response

  03/16/2023

   
  Better Business Bureau:
  
  This issue has been resolved and the company fulfilled all my requests.

   

  Thank you for all your help in this manner.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The day after the hurricane 9/29 ******************************* with Classic Roofing approached me in my yard about replacing 3 shingles. He was in this neighborhood tarping houses for major repairs.He gave me a quote of $900 to replace 3 shingles. Single female in shock after the storm agreed to this. NOT buyers remorse this is about severe price gouging. This company was working directly across the street not out of his way. every house in this neighborhood has the same shingle ************** They had to take 25 steps to my house and nail 3 shingles. They did not make a special trip for this. This is NOT a $900 job. I did try contacting ***** on 10/5/22 to correct his invoice to something more reasonable. Now Im reaching out for help through you.

  Customer response

  10/24/2022

  They have resolved my dispute.  Thank you for getting involved.  Your involvement helped to correct the problem.
  

  
  

• Initial Complaint

  06/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Came out unsolicited Feb 2022, We still have no gutters leaving our house unprotected, the roof is not done right.April 6 it was put on. Hadn had us sign a paper and kept stating not to worry it was not a contract. I later found out that it was.We tried getting out of the contract which was within our rights because it was before the insurance had approved the claim.They refused to let me out.I tried again to get out of the contract at a later date and Simon stated I would have to buy them out but never told me how much I would have to pay to buy them out.I do have emails to back a lot of this up.Hadn was the original salesman who came.He promised the gutters would be replaced and the soffits and facia would be replaced and the only thing I would have to pay is my deductible.When the insurance did pay they gave 2 separate checks.One for $19,485.25 and the other for $692.55.The contract stated that their name had to be on the check also.My insurance company stated that Classic should endorse it and then I cash it and pay them half to start and the other half to finish.Classic refused and said I had to sign it over to them and they would refund the interior damage amount. They only refunded me $3,157.38 for my interior.They kept the rest.Now they are trying to charge me even more and the roof was not even done properly. It is not passing inspection because of the soffits and facia which I am now being told is my responsibility even though Hadn had reassured us it would all be covered, There are many thing on top of the roof that are not right and I was promised that the owner Jake B and Oscar would come out to meet my contractor that pointed out the horrible work done.Jake promised this on May 27th.It is now June 28th and he will not return my calls and emails or my contractors calls or texts.We believe they are scammers and need to be stopped before they hurt others.Our work was not done properly and now they want more $. There is much more but not enough spa

  Business response

  03/14/2023

  Victoria,

  Thank you for reaching out about your project. I believe we have addressed the concerns regarding the roof quality and inspection as the inspection has passed and the roof warranty was emailed to you on 2/15. In regards to the roof payment and amount due back to you we have the following response. Per your desk adjustor ***************************, your roof/interior damages were approved by the insurance company for $29,074.39 with the interior portion being $11,224.11. We collected a total of $20,177.80 from you and refunded you a total of $3,157.38 which would leave a net amount paid to us of $17,020.42 and a remaining amount of $12,053.97 to you for your interior which is almost $1,000 more than than the insurance company had approved. We apologize for any delays or confusion this project may have caused you or your family. 

*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. ↩