Complaints
This profile includes complaints for APC Roofing, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 9 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/20/2025
Type:Status:ResolvedMore 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 contracted with APC ROOFING ending of 2024. The reason why I chose this company was because the representative ******* ****** advised me that they will do my roof for the total lump sum of $18,297 which was what the insurance company issued. The insurance company gave me this price with the stipulation that I would not come back to ask for more money, this was all they were to give me. When I discussed this with *******, he advised me that his company would be able to do my roofing for that price more no less. He advised me that he called and talked to whoever the head man was and they told him yes it was not a problem. My roof was completed Friday, February 14. At that time after the inspection, my assumption was that I would pay the remaining balance which was $12,797. But upon speakingto someone in the office, there was an additional thousand dollars that had to be paid. After speaking with them and letting them know what ******* had told me no one wanted to take accountability for what he had said or what he had done. I dont have an additional $1000. This is why I chose this company if I cant pay this thousand dollars, of course theyre gonna send me collections and possibly put a lien on my home. I feel this is bad business. You you dont tell a customer one thing and at the end of the job,its a completely different story. No one is holding him accountable. The only thing that they the receptionist or the finance person was able to tell me was theyre sorry, but monies are still owed. I have not paid the remaining balance. I dont trust this company anymore. I do have the funds in my account, but I dont trust them. I dont trust anything that they say or do. I feel like once I hand over the remaining balance theyre gonna put me into collections. I just dont trust the word as someone who represented thecompany. Blatantly lied about what they were going to be able to do. And I need help in resolving this matter, I just dont know what to do
Business Response
Date: 02/21/2025
Dear Mrs. *************** you for reaching out and sharing your concerns. We sincerely apologize for any confusion or frustration you have experienced during this process. At APC Roofing, transparency and customer satisfaction are very important to us.
When your claim was initially submitted, the insurance company approved only $687.50. However, our representative, ******* ****** and the rest of the APC Roofing team behind the scenes, worked diligently on your behalf to get your claim reconsidered, resulting in a full roof replacement for $19,297.75. After applying your $1,000 deductible, the insurance company issued a check to you for $18,297.75, leaving only the deductible ($1000) as your responsibility.
As per Florida law, contractors are required to collect the deductible in full, and failing to do so could put our roofing license at risk.This information is outlined in the insurance paperwork provided to you by your insurance company, we sincerely apologize if there was any misunderstanding during the process.
We value your business and want to work toward a resolution,our accounting department can also help you with a payment plan for the $1000 deductible.If you have any questions or need further clarification, please feel free to reach out to **. We appreciate your feedback and the opportunity to improve communication with our customers.
God Bless and thank you once again.******** *******
APC Roofing LLC
Customer Answer
Date: 02/21/2025
Complaint: 22970520
I am rejecting this response because:
Sincerely,
******* *****Customer Answer
Date: 02/28/2025
Please close the case. I stand by my original request in complaint with this company, but I have no proof all I have is word of mouth and theres nothing else that I can do at this point as I dont have any hard-core proof thank you for hearing my case. Thank you for taking the time.Initial Complaint
Date:01/24/2025
Type:Status:ResolvedMore 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.
APC roofing has done nothing on our behalf. They never talked to our insurance company, they never contacted my mom whom is elderly after the initial visit. They did not return calls for months so we proceeded on our own once I (her son) was healthy enough to do so. Then they show up asking how much we were paid for the claim. I kindly told the gentleman we were not interested but they could leave a quote. He became condescending and rude and then threatened legal action. Now they are sending a notice for her to pay two thousand dollars (cancellation fee) for a service they never started. They are sending an invoice but they don't know if or what the insurance provider may or may not have paid. So they want an over 65 individual to pay for navigating her own claim. They never submitted anything to the insurance carrier on my mom's behalf. They never ordered material etc., etc.Business Response
Date: 01/27/2025
Hello
The narrative you are holding on to is simply not true. Allow me to give you a timeline of events.
Oct 22nd - We received a Signed contract to assist the homeowner with her insurance claim.Oct 23rd - Our Contract & W-9 were sent to the Insruance Carrier by our in office staff (****)
Nov 11 - Our *********************** met with an adjuster on site and discussed scope of damages.
Nov 14 - After no response from *** carrier we reached out and spoke to a *** *** by the name of (******** ****) and discussed the claim with him and was advised we would receive a call from the Desk Adjuster (**).
End of ***************** staff reentered the file and realized no call from received from the **** A task was sent to our *** liason to look into it.
1/ 10 - Our *** liason - After personal vacation - Reached out to the *** The ** advised they had already created a line item estimate for this file back in November and the Insured needs to provide it to us if we are to do the scope of work. After more discussion the ** requested a line item estimate from us.
1/10 - ***************** services were ordered for the property.
1/11 - Ariel *********** ***ort was received
1/14 - APC Roofing Line item estimate was created and sent to the **
1/15 - ** reached out to Our *** liason - Advised again that the scope the *********** is going with was provided to the ** (Homeowner) and to get a copy from the **. We received an amount that was approved but no scope - $26,821.14
1/16 - ***** with our office staff - Had spoken to someone relating to the ** who was telling her that this contract needed to be cancelled. Claiming we are taking advantage of an elderly lady.
1/16 - Managment reviewed the file, the work done so far and the terms of the contract. The contract is clear we are owed 25% of the approved RCV value of the claim which is a total invoiced amount of $6,705.28. Which is the total contractual allowable amount to bill the ** for. However due to the nature of the false claims against the company, and our desire to simply move past this lie and continue on. I agreed to a reduced invoice amount of a typical flat fee invoice for breaking the contract of $2000.
1/17 - Sales *** tried to resolve the issues between the ** & APC Roofing. He again asked for the scope of work so we can simply do the roof for the cost shown in that scope of work and move forward. The Son of th ** refused and said give me a retail estimate. ( Which we cannot do in this situation as we already created a line item estimate and there two seperate felony issues to take into consideration regarding WAIVING *** DEDUCTIBLES which is what happens when you reduce the cost to a retail price (Can be interprited as manufacturing a way to avoid paying the deductible in full) and another issue of profiting off an *** claim. We advised that we are not going to provide a reatil estimate as we are not going to get into legal issues with the law.
1/25 - Management receives a complaint notification from BBB which makes a lot of false claims.
Never talked to our ******************* Documented communication can not be argued. ( FALSE )
Did not return calls for months - At not time do the phone records of APC roofing show missed calls from the ** ( FALSE )
Never submitted anything to the *** carrier on my moms behalf ( FALSE ) - Email records show we sent information upon request.
Never ordered material - We did order 3rd party services required in order to provide an accurate line item scope of work for the ***********. We did not however reach the stage where we order actual roofing material.
It is very clear to APC roofing that the SON is simply trying to find a way to not have to pay for the claim deducitble ( which is a felony) and or find a reduce cost of the scope so money can be pocketed. Which is a seperate felony in Floorida.The customer (family) refused to give us the scope of work provided by the *** company which is against the terms of the contract they signed. They have access to our line item estimate which can be requested from the *** **.
Now after they ** refused to follow the contract, refuses to acknowledge he work we did on behalf of the **, is seemingly working hard to commit felonies. They have the brass to make lies and demand that we drop the break conract fee.
In what world is that fair to us? The answer is H*** NO. Our invoice stands, as I reconsider reinstating the 25% break contract fee in full.
Customer Answer
Date: 02/13/2025
Complaint: 22854219
I am rejecting this response because:ConsumerMost Recent MessageDate Sent: 2/8/2025 2:58:03 PMOct. 23rd There contract was supposed to be sent. They should have correspondence from the insurance company plus an email, fax etc to prove such a claim.
Nov 11 ***** was suppose to come out and meet with the adjuster. The adjuster did not come out on that date. I sent correspondence that proves that ***** communicated he was under the weather and could not come out. The adjuster ******* ******* ************ can verify if needed.
Nov 14th They were granted a response from the *** carrier. The insurance company has no record of anyone calling on my moms behalf. We will be happy to call on conference as to verify because they don't provide written confirmation
1/10 They reached out to the ** (desk adjuster). They should not need the homeowner to provide anything to them if they have necessary and proper paperwork to negotiate on the behalf of my mom. They should be privy to all information is they are recognized by the in insurance company to process this claim. They were not allowed access because the had no rightful standing to negotiate on my moms behalf. If the insurance company is not releasing information to them there is no way way they have submitted proper and true paperwork
1/10 They ordered aerial measurements supposedly ordered. They should have proof (receipt) measurements. These measurements are usually taken from ****** maps aerial view which are free
1/14 They sent line item estimate to the desk adjuster. They should have proof (email time stamped). This seems odd because the desk adjuster has not responded to them from the beginning per there own verbiage. The desk adjuster created there own line item back in November. How have they been my moms advocate if the process is 2 months in front of them. That would would mean they were no involved
1/15 Why do they need to go through my mom if they are suppose to be handling the claim. What have they done if the insurance company will not talk to them directly.
Why would they request a cancelling fee when the process was 90 percent completed without them/ there involvement They said the ** created there own line item which means they ordered aerial measurements for what reason.
Sincerely,
***** **********Business Response
Date: 02/14/2025
In response to your rejection
In reference to the conversation that occurred on 11/14 *** Rep **** spoke to a *** with the insurance company and during that conversation she was able to update the file with the adjusters information: ******** **** and contact info. Its silly to say that conversation didnt happen because that how the file got its information populated in our system.1/10 : We never claimed to be able to negotiate on behalf of your mom. We claimed to be able to assist your mother with claim handling. As the contract states and allows us to do. The contract does not allow us to negotiate or accept settlement amounts or straight up adjust the claim.
The contract states in paragraph five: APC may send documents to your mortgage company or insurance company to assist the homeowner The contract also says The HOMEOWNER must forward any estimates or scopes of work created by the insurance company to APC Roofing.
Please stop twisting words We never negotiated anything.
1/10 : We ordered Arieal measurements from ********* The ***ort cost us money to obtain. You can make whatever false beliefs you wish on this topic. We have proof if you want to see it in court.
1/14 We have time stamped proof we sent our Estimate and Photos the email was submitted at 10:35 am from ****** ************. This line item estimate was requested by the adjuster which is the only reason why we spent the time to create it.
1/15 We went through your mom because we are only allowed to assist her. We do not have rights over the claim. Which was understood by all parties, insurance company included, except you apparently.
We are requesting our cancellation fee because its quite obvious we spent time and money on this claim. *** invoice for the cancellation fee stands.We are only days away before this gets sent to collections for non-payment. At which time extra fees gets tagged onto the invoice.
I recommend you speak to a lawyer and get their opinion on the contract before you end up having to pay more in fees you dont need to pay for, if you pay in time. Because your magical appearance at the end of all this handling and your terrible assumptions of what happened before you got involved are causing unnecessary problems thats going to cost more money.
So yeah we are entitled by contract and my common freaking decency to a break contract fee and shame on you for poor tact in handling this on behalf of your mother. Now even after all of this if you want to talk to me directly via a phone call I am willing to discuss a very light discount to the break contract fee, for no other reason than Id like to talk to you directly and ask why you decied to pump the break on this project after we got it to the finish line for no appearant reason.
***** ******* - APC Roofing ***************** Military Veteran Iraq *****Customer Answer
Date: 03/10/2025
We have come to an agreement to settle the claim.Initial Complaint
Date:01/03/2025
Type: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 in regards to Mt. *************************. APC Roofing 1st Quote was ********* for roof work. Of course new wood was needed due to age of roof. We received an invoice from *** ( ******* *******) with Grand total ********* (WOW) via email Feb 20. We were told that we could finance job, but I said we will pay by check. On March 4 ******* called me with a mistake on invoice for double layer shingles that they didn't add on. As a church we believe in (fair) so I agree to allow added cost of ******** amend. New invoice now *********. (WOW).. We agreed and allowed higher invoice that we PAID in full Via Certified mail. Unfortunately We are in collections for another invoice that was mailed after for MORE Wood that they didn't add *********+ 310 for collections. Now we're being Extorted. (3) invoices all date Feb 20 (scam). We were honest and fair . We would like an paid in full receipt from *** and collections company. This is bad practice by APC Roofing.Business Response
Date: 01/03/2025
We sincerely apologize for the misunderstanding and any inconvenience this has caused. We acknowledge that turnover in our accounting department contributed to this issue, and we deeply regret the impact it has had on you and Mt. **************************
To address your concerns, we have:
Attached a copy of the invoice marked as paid in full for your records.
Contacted the collection company to immediately stop any collection procedures and remove any records related to this matter.
Please rest assured that we are taking steps to improve our processes to prevent situations like this in the future. Your trust is extremely important to us, and we appreciate your patience and understanding as we worked to resolve this matter.
If theres anything else we can assist you with, dont hesitate to reach out.The Lord is always in control!
God Bless and thank you once again!
******** *******
Initial Complaint
Date:11/07/2024
Type: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 had roof damages due to Hurricane ****** and requested a visit for an estimate via *******We asked for an estimate for roof repair and this was refused and we were told to sign and this will be addressed with the insurance. We asked for an estimate on numerous occasions, as we were warned by the ***********************, but this was refused by the contractor.We believe there was duress as we were forced to sign the agreement to have the review of the roof. Also there was non disclosure of providing and written estimate earlier to let us have an understanding of the potential costs, if the insurance only cover less than what is being charged by the contractor, plus the insurance deductible.There seem to be a portion of the agreement which was missed, on another page that was not signed or initial to state an agreement of fees, which is *************** has not started and we asked to terminate the contract and the general manager stated we will be liable for ***** for termination of contract, based on an area not initiated or agreed to.They state they are GAF accredited however is not listed on *** website as accredited providers.Things just do not seem right.Since they installed tarp we offer to pay ****** for tarp and 5hrs labor cost ****** as goodwill.I would like a call from the owner and a letter stating this resolution is acceptable and paid in full and no other actions will be taken.We do not want to be taken advantage of during our vulnerable stage.Business Response
Date: 11/26/2024
The complaint received is one side of the story. Here is our side.
We arrived at the property as requested. Our contract is very clear its completely based on the *** value provided by the ************************ Providing the scope of work includes a full roof replacement. We match our cost to the amount the *********** provides. That way there is no fight or fuss about the cost of the roof, we let the *********** decide the cost and we simply go with it. The *** companies are typically very fair and we can work with what prices they establish. We do assist homeowners with getting their scope of work expanded with additional replacement items but if the *********** denies those items we do not fight or then charge the homeowner. The only exception is rotten wood, some policies do not cover rotten wood as covered costs. This is an industry standard thing and is not special to APC Roofing.
Also attached it a screenshot from the *** website Showing our company and our credentials. It has not changed in years. You will see in the screenshot our (Rare) Elite certification is active and present. Which again is another lie in a series of red flags we received.
So here is the timeline of how things played out.
We arrived, took pictures discussed the contract with the **. The homeowner even canceled out portions of the rear of the contract on their own accord before signing it. So their side of the story of being under duress is obviously just stupid. They obviously put careful attention into the contract and then signed it.
We received a scope of work from the *** company and suggested they add a few more items they forget. After review the *** company agreed and increased the scope of work on behalf of the homeowner. ( Your Welcome )
During this same time the ** was asking for an estimate. We advised the ** we are simply going to go off of the *** scope and simply agree to it whatever they provided. Thus causing no fuss or fighting and making it as simple as possible on behalf of the homeowner.
The homeowner said that they were going to get estimates from other contractors. Which is a huge red flag for our company after the new Insurance laws came out.
Allow me to explain
The new *** laws were put out to stop runaway *** claims forced against them by contractors and lawyers. Contractors were telling homeowners that we can waive their deductible, we can give them gift cards, we can give them discounts if they just allow the contractor to file a claim on their behalf. All of which is now against the law and a 3rd degree felony. The state says this is to be punished more harshly then drunk driving. A misdomeaner.
Our company, in an effort to work with *** companies not make the matter worse took it a step further and said we will simply agree to whatever full replacement scope work provided by the *** companies, whatever amount they provide. Because generally they are fair and reasonable to begin with. We do offer suggestions for review, as we did with this homeowner but we do not fight *** companies.
When we told the homeowner that they would only need to pay the deductible thats when the homeowner started becoming difficult. The homeowner wanted to get lower estimates from other contractors so that they could profit off an insurance claim. Which is a 3rd degree felony, orso that they would not have to pay part or all of their deductible. Which is also a 3rd degree felony now.
So if our company provides a estimate that is slightly lower than the ***********. And the *** company does not then lower their estimate to match ours. They then make the homeowner guilty of a 3rd degree felony, because part of the deductible will not have been paid for. So that means the contractor and the insurance company have to make sure the estimates match up exactly at the end of the claim file OR it can be seen as partial or full deductible discount or waiver. You heard me right, the estimates MUST match for the benefit of the homeowner. We have seen too many times the *********** not doing their part, making the homeowner guilty of a felony whether they know it or not. AND since its a felony, charges can be brought against them and the facts are clear and set in stone. God forbit their neighbor has a gripe against their neighbor and wants to make their life difficult.
So to avoid all this mess, we make it very easy. We agree to the *** scope of work, we dont fight them. If the *********** does not provide a full replacement scope the contract is void. Thereby not forcing the homeowner to endure any kind of inflated invoice from us. The fear the homeowner has of having to pay more outside of the *** scope of work is an irrational fear that our contract doesnt even allow.
The homeowner did not like this at all. Which begs the question why? Unless you wanted to do something nefarious. If we are assuring you that all your have to pay is the deductible, and wood costs that *********** may not cover. What are you upset about?
The homeowner was trying to find ways to make money off the *** claim or not pay their deductible there is simply no other explanation for the homeowners behavior.
Once the homeowner was confronted about their seemingly aggressive behavior to avoid paying the deductible. They started fabricating lies to make us look bad.
Such as claiming they cant find us on the *** website, as you can see from my uploaded screenshot we are clear and present. They started cherry picking bad reviews saying we cant be trusted. We maintain a 4.9 customer satisfaction rating on ******. We have a hard to achieve ****** Guarantee.We have the highest BBB rating that we can have. So instead of focusing on all that greatness, they only want to bring up the few negative reviews that can be found and cite those as the reasons they cant trust us.
But ok the homeowner does not trust us. They dont want to use us. OK, thats fine. They signed and reviewed and edited the contract they had with us. In that contract it discusses the homeowner wanting to break the contract after they have been approved for a full replacement. If they desire to do so they can with a break contract fee of 25% of the *** value.
So we notified the homeowner that since they want to break the contract after full approval they can pay the fee. Of course, now they are saying that us asking for that fee is aggressive and entrapment. Since they edited other parts of the contract they could have edited that, but at that time they didnt think we wouldnt make some kind of hidden or special deal with them, to do a felony by giving them special discounts. They simply wanted us to give them an estimate that was lower than the ***********, after we had already told them, we are simply going to not fight the *********** and go with whatever they provide. Making it easy for you. Not good enough for this homwonwer. You should be able to see why now yourself, as Im sure any jury would also agree.
Shame on them! We are so tired of homeowners trying to take advantage of the Insurance companies and making everyones premiums go even higher than they need to be.
We can still provide them an estimate, it will match the *********** estimate exactly. Which is done to avoid felonies not just for us but for the homeowner as well. But clearly, they are not interested in that part of it.Again, ask yourself why. Now they claim to be a victim. A victim of what!Reasonable and lawful handling? They say things dont seem right. It seems we are not going along with their 'money making plan'. Thats what it seems to me.
We have seen this behavior too often and it makes us sick. They can break the contract thats fine. They will pay 25% of the *** value as the contract states, which is what they agreed to even after they edited the contract to their desire.
They brought this upon themselves, and we are righteous on this side of the law. The option of us doing their roof is no longer on the table we do not want our roof our name on their property. They want a call from the owner, no they really dont.
They will pay the break contract fee and thats it ! There is no other resolution we are going to consider. Actually come to think of it, Id love to see this homeowner try to explain their actions in court.
If you are another homeowner reading this response and you are thinking of finding a way to skirt the law and not pay your full deductible, do not bother with our company. Go find some other company, we are obviously not it.
Customer Answer
Date: 11/26/2024
Complaint: 22528039
I am rejecting this response because:This is slander and fabricated lies.
How dare this person/company accuse us of insurance fraud? Also in a public setting? In our closed community?
********* v. Adventist health system sunbelt
We never asked anyone for a discount or waive a deductible, and never contacted any roofer and ask for discount or any monetary benefits. This is a lie.
I do not know what they are trying to do.
We submitted a cease and desist after experiencing the company actions and reviews.
We communicated our experience, this company just create lies after entrapment. We asked for a letter to state they will not charge over the what the insurance and the deductable was. They did not provide.
If they had provided the letter, we would have gone with them and hope there was no negative results. This was our intention despite our trepidation, and concerns. But they refused and we did not want additional legal jeopardy so we sent the letter.
We have always been professional and fair based on our standing nationally.
Sincerely,
***** PBusiness Response
Date: 11/26/2024
Our position stands:
Pay the full remaining amount of the invoice as the contract that you agreed to specifies or unfortunately this will escalate.
The remaining balance after initial payment is $4,877.53
Customer Answer
Date: 12/02/2024
Complaint: 22528039
I am rejecting this response because:We have paid the ******* break contract fee by this company and submitted **** tracking to show it should be received today.
Within 10 days of receipt of payment, we will need the company owner to sign the lien waiver document with two witnesses and notarized, so we can be clear of this entity and its affiliates and have another company we believe we can trust, start the roofing project of our home giving us peace of mind.
Sincerely,
***** PCustomer Answer
Date: 12/02/2024
This is matter is not resolved. We need the lien waiver form completed by the owner and original submitted so we can not be concerned about this company. We asked for this within 10 days which is a fair timeline for a resolution. This case should remain open until this is received.Initial Complaint
Date:10/03/2024
Type:Status:ResolvedMore 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 an update to a previous complaint regarding APC Roofing in *******. Which, the anger and complaint still stand.That complaint is specifically toward the Florida branches of the company. NOT including the Colorado branch. Everyone here in ******** have been more than helpful and the job is now complete and everyone in ******** is happy.Initial Complaint
Date:09/13/2024
Type: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 past November we hired APC Roofing to have our roof replaced because it was never changed before, the original roof from 2006. We paid the agreed amount and we were informed of the warranty. I July of this year, 2024, I noticed a leak coming through my ceiling in the garage. There had been a repair done to the ceiling in 2018 and I never had a leak in my garage before the roof was changed. The contact person I had from when we purchased the roof came and checked, but was trying each and every way to make it seem that it wasn't their fault. He took pictures and said I would hear from the office, which I never did.I called the office, there was no report made of my leak. I asked if someone could come out and look at it. No one informed me if someone went. Called again still nothing. Talked to someone at a Home Show and still nothing resolved.Business Response
Date: 09/17/2024
This will be a summery of the conversation I just had on the phone with you.
We do show records of us making contact with you about the leak. But you are sure you didnt receive such call or notification. We show we advised we will be there Monday morning. We arrived around noon and there was noone present at the property. We reviewed the complained leak location and took ***air measures on site.
During the phone conversation it was not clear if the ***air effort on the 12th that you were not aware took place. Fixed the leak issue or not. You advised that you will return home tonight and check.
I advised that if the leak was not resolved, we will return to correct the leak. Once we receive confirmation the leak has been corrected we will create a work order to fix the interior as well.
I also advised that the *** you have been trying to contact is no longer with us. Please call customer service for further communication needs and if your not getting the desired response from customer serivce ask to speak to a manager of managment.
We will endevor to take care of you as our client.
I have a scheduled call with your tomorrow at 4pm to get an update from you regarding the leak.
***** ******* - General Manager
Initial Complaint
Date:03/09/2023
Type:Status:ResolvedMore 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.
A new roof was installed in July 2020. Less than a year later it developed a leak in the master bedroom. I called numerous times and was told they had been there. Whenever it rained it leaked. I had to put a bucket and towels under the leak. They came to fix it but it was raining and they couldn’t get on the roof. The next time they came they apparently attempted to seal it with silicone. Looking on the roof myself I found a nail protruding from the roof. Yesterday I consulted an attorney and he suggested the Better Business Bureau, the FDACS and the Attorney General’s office. Therefore l am consulting all three of these departments. The consultation with the attorney cost me $300.00 for his advice. If I am not successful he will send APC a letter from his law firm which will cost me $600.00.Business Response
Date: 03/23/2023
My sincere apologies for the ongoing issue with your roof, some of the parties originally involved are no longer with the company. I work with the customer service department @ APC Roofing and I will personally follow up on it first thing tomorrow morning.
My direct line is ********** if you need to reach me directly. Nevertheless, rest assure that we will get this resolved for you. I will find out all the details in the morning and will reach out to you around noon.
Once again my sincere apologies for all the troubles and God willing I will have a resolution for you tomorrow.
Thank you
Mauricio A******
Customer Service
APC Roofing
Customer Answer
Date: 04/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *******Initial Complaint
Date:12/08/2022
Type: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.
APC put a new roof on our home. First hurricane that hit ******* water poured in through the corner of the chimney and caused about $7000 in damage. Roofer came and fix the roof and promised to repair damage. They never showed to repair damage and put a lien against our house.Business Response
Date: 12/13/2022
Response to BBB Complaint Case # ********
The homeowner called APC Roofing. This meeting triggered an insurance claim from damages sustained to their roofing surface.
The Homeowner received a check from the ***************** for $24,446 dollars. The initial of two checks the homeowner was expected to receive. The homeowner advised that he doesn't trust companies all the much and provided a down payment of only $12,000. We trusted the homeowner to keep their word that they would pay fully or at least partial the rest of the bill immediately after the install.
The roof was completed, and final inspection passed on 9/8/2022. For several weeks we didn't receive final payment or any partial payment. Despite calls to the homeowner to collect payment.
On Sept 28th Hurricane *** made landfall in *******. The roof warranty with APC roofing expired when a named storm event struck the **************** as any damage caused would need to be sought after the insurance company not the roofing company. Prior to the hurricane there were no leaks reported by the homeowner.
Despite the roof warranty being void. ***** the General Manager of the company went to the property to take photos and see if he could determine the cause of the leaking. He found a vent built into the side of the chimney that had no protective flap over the vent opening. It could be that it never had the flap or it could be that the hurricane blew it off. After identifying the probable cause he asked for payment or partial payment none was offered to him in person.
The homeowner then called the office on Oct 14th told us he had someone come look at it and now he's convinced it is in fact the chimney flashing that's causing the leaks. Despite the warranty being void we sent a crew to re flash the chimney and to make sure it was done correctly. Even without any physical evidence brought on by the homeowner to suggest they were correct in their assessment. This was done with the promise that if we did this, the payment would immediately follow. This was done on or before Oct 26th. We waited more weeks with no full or partial payment.
Hurricane ************************* on Nov 10th the leaking around the chimney continued, because the flashing is not the issue. The homeowner called and complained again about the continued leaking. The final ******************* had not been paid.
******* the Owner of APC Roofing went to the property himself to inspect and view the source of the leak. He determined and took pictures that proves that the chimney is leaking above the flashing/ decking level. Thus confirming that its not a flashing issue. The interior walls of the chimney are rotting the source appears to be the vent that was first discussed by the General Manager.
Now despite that fact that we can prove this is not a APC roofing issue and despite the fact that this would not be covered under any roof warranty due to named storm damage. ******* provided the ** with contact info to a ***** contractor. Told the homeowner that we might even be willing to help with the bill to repair the chimney up to including the entire cost of the ****************** repairs (depending on the cost or repair). But that the homeowner would need to pay the final roof bill immediately.
The homeowner promised it would be paid and that he would reach out to the ***** contact. This offer was not an admission of guilt but our way of saying things have not gone your way and despite us not being responsible and us being able to completely turn our back due to the hurricanes, we are still willing to help you out. This was with the hope that the homeowner would be overjoyed with our efforts to continue to assist them blat us on social media with positive reviews and of course collect final payment.
Since the homeowner has still not paid us and the deadline to file a lien approached, contractors only have so much time in which they can file a lien after the job is complete, with the deadline looming we were forced to protect ourselves by filing a lien against the property because of the excessive delays of payment from the homeowner and the numerous broken promises of payment.
According to the contact ******* had provided the homeowner. The homeowner never reached out to the contact to schedule an estimate for the chimney repair. It would be pointless to attempt to fix the interior until the chimney is repaired.
The office continued calling to collect payment on 11/17, 11/22 & 12/2 left voicemails each time. Homeowner refused to return calls or discuss payment.
The General Manager called the homeowner on Dec 12th at approximately 6:45 pm to discuss the BBB complaint and other complaints on various social media platforms and again the trend of ignoring APC Roofing continues.
Now due to the homeowner attempting to file an illegitimate complaint against us and spreading lies through BBB and social media. Our offer to assist the homeowner with the bill to repair the chimney and interior is now void and completely gone, an issue that was not our fault to being with. Now since the homeowner is threatening legal action on the other social platforms all communication will cease between us and we will let the lawyers handle it.
We continue to stress to the homeowner that the warranty is void in a named storm event and furthermore the source of the leak is the chimney and not the fault of APC Roofing and even if it was, the hurricanes caused damage to your home and you need to file an insurance claim for your damages.
The current situation stands as this. The lien has been filed and the next deadline approaches before we send to the complete file to our attorney. Which will trigger the next few legal recourse actions against the homeowner until the payment is settled.
Now we consider criminal charges for defamation.
We have gone above and WAY beyond what any other roofing company would have done and we are getting dragged in the mud by lies.
The homeowner has proven themselves to be completely untrustworthy, as even today Dec 12th. We have yet received anything beyond the initial down payment and nothing but complaints, and false promises. Despite the job passing final inspection and being 100% complete, its people like this homeowner that make it hard to trust people.
Attached to this response is a picture and proof that it's the vent leaking. It makes us wonder why the homeowner ignores the blatant evidence. We now feel the homeowner never intended to pay anything beyond the initial payment.
**************
APC Roofing - General Manager
Military Veteran
See Attachment/File: Proof of vent leaking.jpg
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