ComplaintsforEpic Roofing and Exteriors, LLC

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Solar was removed on July 28, 2023. I paid $3600 for removal. On August 1, 2023 Epic Roofing put my roof on. It passed inspection on August 7, 2023. On August 15, 2023. The solar was scheduled for reinstall. I paid $3600 for reinstall. Except the roofer ripped my wiring and J boot. The solar company said this happens in frequently as most roofers know not to touch electrical. It will cost $1500. Epic offered me half.

  Customer response

  09/08/2023

   
  Better Business Bureau:
  

  Epic Roofing has paid $1500 to repair my solar wiring and J box. So please close the case on #********. Thank you, *****************************

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

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 12th of 2023 I signed a contract with Epic roofing I put $7k down for down payment. I was told that they could wait for the rest of the money, and they understood they my insurance company (upc) was going insolvent and that it would be going to figa. On July 12th of 2023 I received a email from ********************* account manager for this project Stating they were going after their "Figa Homeowners" who still owed money. At this point I still had goose necks on roof that were never in the contract to be put on and I was to hear back as to what was to be done about this either money off or vents taken off, I never heard anything. On July 17th 2023 I received in my option what I found to be a threating email from epic roofing stating they would be placing a lien on my home and foreclosing by suit to recover monies owed. After much debating back and forth and using almost an entire day trying to contact them for a resolution I finally received and answer as to what they would do and a final price they would take off a measly $250 for the vents my roof looks horrible and I did make final payment under duress. I was told I would receive and also asked for my receipt and warranty papers upon final payment and have never received them. I asked several times to ******************************* in several emails and never get a response I will take this as a refusal to provide per contract. I also asked for before final payment a release of lien for any subcontracts they did not pay , this has also not been provided nor have I gotten a response if it will. I also would like to be provided a list of any subcontractors used with addresses and phone numbers so as I may contact them to be sure they were paid. In my option this company has acted in bad faith and I believe they have demonstrated unfair business practices towards a hurricane *** victim. I just know i am not the only one this is happening to.

  

  Business response

  08/23/2023

  Pertaining to the complaint we have handled as follows.  We are attaching executed cash contract for metal roof replacement.  Clearly it states payment terms deposit of 7k and balance due upon completion.  The roof was completed end of May 2023,  and we received final payment 7.19.23.  We have  provided property owner the following a lien release, final paid in full invoice, roof  photos, along with itemized estimate for his attorney handling his claim with FIGA.  The issue here is one of monetary.  The carrier **************** had went out of business and filled banruptcy.    The claim is now being handled by the state and **************** has hired legal counsel to address all his property repairs.  Epic can not help **************** with any monies he is owed though his claim as once he hired an attorney they wil not speak with us,  as we are only a roofing company not legal representation.

  Per the contract Epic  was  due payment upon completion of roof.   Like any project in the **************** requiring a permit this required a notice of commencement which is the inital property lien being recorded at the county level that work will be commencing.  If it is not extended within 90 days of final day on the job a contractor loses his lien rights (protection that you actually get paid for work completed).  Epic did extend the lien however, that was the extent of what we did.   We did not bring any legal proceedings, we did not send the file to collections rather we were intending to work out a resolution for our final payment as we were upside down financially for work performed.  

  Finally, we have offered **************** finance options if he was interested, we have offered all docs and paperwork he requested, and finally we are willing to do a small financial concession as a sign of understanding  of the financial situation they are in.  It is our belief at the end of the day the real issue lies with his insurance carrier who went bankrupt and has not paid out his full claim yet.

  Epic is a family owned business and we are not in the business of financing roofs rather we have third party fianance options if needed.

   

   

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My main/immediate complaint is, after I hired Epic Roofing to re-roof my house, they started on May 15 by tearing off the old roof, then only partially completed the dry-in. They did not replace the drip-edge and have yet to do so 24+ days later! So all I have on my roof now is the underlayment.At first, I wasn't too concerned, but we are now well into the rainy season (I live in SW *******) and, without drip-edge, rain is pouring between the aluminum fascia and the wood-fascia on an almost daily basis (I have photos and videos). This will cause the wood-fascia to rot and mold. This could worsen if and when drip-edge is installed if the wood is still wet since there will then be less air circulation. The longer the delay, the more rainy days there will be.Note that I have a pool-cage which is attached to and partially supported by the fascia. So access to repair this section of fascia is quite difficult, yet is extremely important to the cage's integrity.I have repeatedly called/texted the salesman, ***********************, and I'm getting nothing but empty promises and requests for my patience (which has been exhausted).I regret being forced to file a complaint, but I feel I have no other choice.Note that I will be thrilled when the entire re-roofing job is completed, but getting at least the drip-edge installed is #1 priority right now!

  

  Business response

  06/30/2023

  The job is finishing and all of the drip edge is on.   Our goal is to have the project completed by end of the weekend and early next week.  With metal roofing its a two part process.  You have the tear off and dry in, followed by the metal package fabrication and installation.  Due to the hurricane backlog their has been a slightly longer than normal down periord between dry in and panel installation.  During the dry in period the home is water tight and we are doing our best to finish jobs as quick as possible without hindering quality.  We will check back with you as your project completes to see overally your happyness with the metal roof system.  Again thank you for your business and patience.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  What can you say about a company which doesn't fulfill their obligations? Our contract was signed in either the beginning of October or end of September of 2022 with a promise that our 500 payment would used for payment of tarps and that the rest of the payment would be applied to our balance of future repair. We contacted Epic dozens of times since our contract was signed. We have had to argue with them, because our 500 Dollar deposit was now the cost of tarping. Please understand that I have a tile roof and lost maybe a dozen tiles and was assured by the original rep. **** the repairs were minimal. At this point, after numerous calls the job was finally started in Feb.18 2023 but to date February 25 not finished. One worker showed up but did not finish. The repairman and *********** gave us four different dates he would return to complete the job. But, no calls or explanations and we are still waiting for repairs to be completed 4 months after contract was signed. Epic is truly unreliable and should be looked into for price gouging. They attempted to convince me, that 500 is their typical fee for tarping regardless of roof damage. I understand that a company fee are it's discretion, but those fees should be disclosed to the consumer. The consumer should not be given false promises. Companies should also provide their employees the material to complete jobs. When tarping we provided the sand bags and bricks needed to hold up the coverings. To date my roof repair has not been completed because of lack of materials. (Cement)

  

  Business response

  03/16/2023

  My response:
  
  
  ********************** repair was completed when we found the tile needed for his roof (color, profile manufacturer).  Concrete tile for repairs is not readily available (You can't go somewhere locally and just purchase roof tiles) and requires considerable time and effort to find (Very few companies do tile roof repairs because of this).  These are items you either need to find on the secondary market  or wait the typical concrete tile manufacturing time of ***** weeks  ****************** received an emergency tarp service on one occasion right after the hurricane and this was a billable service (Invoice is uploaded for emergency tile tarp service). **** and property owners were initially working with the insurance carrier to evaluate the damage for a roof replacement.  Carrier denied the replacement and only paid for repairs (  ****************** then had the repairs completed by **** once the tile arrived.  **** provided a discount on the repairs in order to appease the homeowner (This invoice is uploaded).  **** does not agree  either the tarp fee of $500 nor $1,475 (Before $300 credit ended up paying $1,175) are "price gouging" rather these are pretty typical standard rates.  One would consider these actually low with soaring inflation and dramatic increase in labor rates..  The hurricane demand was extremely high and with the tarp (was not a tarp was self adhering roof membrane material, this material alone for the temp protection was expensive protection material to prevent water intrusion until roof could be repaired properly) mind you this  happened within 12 days of the hurricane *** making landfall  and damaging  over ******* structures .  In addition ****************** signed for the roof repairs on two separate occasions (Please see attached invoice with credit).  We understand the time frame was long, ****************** could have cancelled at any time if he wanted to, but decided to have us complete the work which was done and he also received the credit.  As far as we are concerned, the repairs are completed, **** is paid, and a credit has been issued to try and make the property owner happy.   We are sorry it was not a perfect scenario and everything was not done sooner.  No one expected a hurricane of this magnitude and our team did the best it could with the conditions we were facing.  We hope the repaired roof has a long life ahead.
  
  Best Regards,

  
  **** Team

• Initial Complaint

  08/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I hired epic roofing to repair all cracks and damage to my roof in May 2021, they gave me an estimate and said repairs were completed and I paid them in full after they did the final inspection. The first significant rainfall we had after repairs were supposedly completed I noticed a significant leak and was told by an employee named Thorne that he apologized but he wasn't the one that gave me the initial estimate and to repair the leak would cost almost double what I initially paid to have my entire roof taken care of.

  

  Business response

  08/25/2021

  Business Response /* (1000, 5, 2021/08/24) */ Contact Name and Title: Roddie owner Contact Phone: XXX-XXX-XXXX Contact Email: ******@epicroofs.com The orginal repairs were purely cosmetic broken tiles to be reahered and fixed as needed. The bid did not include any roof repairs attached second quote at the time for roof repair. Owner of Epic met home owner on site and water tested for leaks. Roof on patio leaking in many areas and will need a substanial half to full roof replacement. For the time being roof was tarped at no additional charge to prevent any additional water intrustion. Overall home owner seems happy with resolution and will make decision in near future for complete repair.

• Initial Complaint

  08/04/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had an appointment with Taylor W. representing EPIC roofing on 03/25/2021 to receive an estimate. Unknowingly, I signed what I thought was consent only to speak with my insurance company. It happened to be an Assessment of Benefits Contract. Due to her refusal to provide me with an itemized estimate of costs and choose the product, I clearly stated I would be seeking another roofing company. She never relayed this information to her company. After numerous phone calls and emails, I have been unable to receive a cancellation of contract from them and they keep requesting monetary payment of various amounts. The last statement was for $500.

  

  Business response

  09/08/2021

  Business Response /* (1000, 8, 2021/08/24) */ ***Document Attached*** Ms/Mrs. *******, Please see attached the contract you signed. It is not an assignment of benefits contract like you had stated. The contract was signed March 25th, 2021 and you decided to cancel it May 6th, 2021. Per the contract at the bottom it specifically states you have read both the front and back agreeing to all the terms of it. Epic initally inspected your roof for storm damage. Wind damage to the roof was found and our Employee had you sign an Epic Roofing Insurance contract to help facilitate the roof portion of the claim and intent to replace the roof once approved. We coordianted with the adjuster, met him on site, helped determine repairability, and were in contact with the inside adjuster who agreed with full roof replacment. Upon getting the check you decided to go with someone else who we presume worked out a better deal for. The problem is if you planned to shop around all of this should of been done prior to contractually committing to Epic Roofing. The contract does come with a cancellation fee of $1,500 or greater. After discussing with your son I let him know if you could compensate our employee for her time spent that would be fine and we can all move on. Your son stated he would discuss with you and someone would be back in contact with me. We never heard from anyone again so we sent an invoice not for the contractually obligated cancellation fee of $1,500 rather; we thought a reasonable amount for both sides to reimburse our employee for their time of $500. The next step taken was you going online to write negative reviews on multiple sites to gain leverage in negotations. Again, seeing where this was headed we agreed to waive any and all fees if you take down your reviews and we all move on. To this date we have not heard back from you. We feel this is a fair resolution for all parties and will give everyone the ability to move on. We do not want to continue to escalate this situation and would prefer to move on.

• Initial Complaint

  07/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We signed a contract for minor repairs to our roof. Roofing crew sent to make the repairs caused more damage than was already on roof. Crew misread the scope of work we agreed to and opened up an area on our roof that had absolutely no damage. Left the same area unfinished, exposing our attic. They threw away our soffit and fascia and left areas of our roof loose and without nails in shingles. Also left areas with 3 layers of shingles. The owner Marshal A. came on Friday July 16th, apologized and said there would be no charge for the "repair" due to the extent of damage his crew did. He used one of the business yard signs for Epic Roofing to close up the exposed attic area and said would have a crew come to close that area up and replace our soffit and fascia, etc. Also said he would supply us an estimate on a roof replacement due to the damage his crew did. I have requested in writing from him there is no charge for the contract we signed for the repairs as he verbally stated.

  

  Business response

  08/13/2021

  Consumer Response /* (3000, 6, 2021/07/28) */ ***Document Attached*** Since contacting the BBB, I have been contacted by Marshall A. with Epic Roofing and told that I will now be charged unless I retract my true statements posted in my complaint. As a senior citizen, I feel I should have a right to share my experience with others without intimidation. Had we not been able to climb on the ladder to inspect, we never would have known the condition we were left in. Others need to be aware and this company needs to take the proper steps to do better. We have since had the repairs done ourselves as he is well aware of. 10 days was long enough for us to be exposed to elements and wildlife to our attic with no plans from him to return. The area where they cut into my roof overhang was NOT part of our quote and was opened by mistake by his crew. If he chooses to go against his word and bill us for the mess they made of our roof, then so be it. Yes, he fired the crew that was responsible. But because of their inexperience and shoddy work we now need a new roof when he initially said we had 2 to 5 years left on our roof. More pictures and documentation available on request. Business Response /* (4000, 9, 2021/08/07) */ Again we apologize that the repair did not go exactly as planned. We have attached our documentation as well showing the estimate did include the whole dead valley and in order to access it because the area was tight we had to take off the soffit, fascia, plywood and roof of the second floor area to have a place to work. Once completed everything was put together the best it could as the roof is over 16 years old. A couple sections of soffit were damaged and could not be put back. Again that is our fault 100% yes and we planned to come back to replace, the cardboad was just temporary to prevent animal intrustion. In the meantime you had someone else replace it and we credited you to cover both the repair of the soffit and the potential hassle you went through. This is our stance, we are sorry you are not happy. The rotted wood and damaged area have been fixed. The shingles are not a perfect match but those are the ones you picked as they were the original ones on your home and 16 year old roof is hard to match. Soffit was our fault and we have paid to have the couple pieces replaced. At the end of the day Mr. A. offered to waive the fees of the repair in return you would not slander or write any negative reviews about Epic. The repair did have value you owed and the rotten wood and leaking areas were fixed. We are a people first business who thinks people can work things out amongst themselves and that their is no need to go online and blast one another as that does nothing but give someone quick sasifaction but does not resolve the real issues. We always had a open line of communication and were hoping a better outcome to the situation could be reached than this. We are still hear to work through any issues and you can always give us a call. Thank you Consumer Response /* (3000, 12, 2021/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Patek Inspections inspected our roof on June 4, 2021. The attached pictures show the only area of rotten wood that needed repair, where the worker is sitting. He is sitting on a new area of plywood with the damaged piece that he removed above him on top our roof. He is working in a valley. Which is what our estimate states and what we expected to happen. Nowhere does the estimate state the second level would be opened up for this repair. To the right of the entrance way. Which is what the estimate states. With a very large hammer in his hand and the ability to swing it. The plywood that was removed from our second level is on the roof above the area he opened BY MISTAKE. There was no damage there, and he seems quite capable to swing a hammer to repair the actual damage nowhere near the second level. Attached is the text from Mr. A., agreeing that was not the area to open. I have had 3 roofing companies here giving me an estimate to now replace our roof. They are all very familiar with a "palm nailer" for those times, when NECESSARY, it might be needed in a tight spot. This was not the case in our situation. He is quite capable of swinging that hammer right where he sits. We were given the option of the 2 colors of shingles that were in the back of the work van that day. The color they put down on the left of our entry way, which by the way had no water damage and unnecessary repair as well, was so light it stuck out like a sore thumb. We were advised by their sales manager to notify the service manager and request the crew bring out "Brownwood" vs the Desert Tan they used as a darker color would be more forgiving. Repair crew said they didn't have it and would take months to get it. We need to accept 1 of the 2 colors they have in the van TODAY. We made a phone call and purchased 3 bundles from a supply house in Port Charlotte and provided them to the crew. Cost to us was $116. Mr. A. agreed to waive the fees on July 16th, 2021 once he saw the extent of what his roofers left us with. I believed him. Numerous requests to him to put that in writing, as well as close up my exposed attic were not a priority to him. Protecting our home was a priority to us. On July 23rd I hired a roofer to close up my attic area. Then I filed a complaint with the BBB. Mr. A. had many excuses as to why I was not responded to as he had a very stressful week. Everything I have stated is a true statement with documentation to back it up. So the claim of slander is a false one. However your workmanship speaks for itself, as noted by the 3 companies I have had here giving us estimates. I have tried to pay for the invoice that was sent to me. I have mailed it Certified mail on July 30th, 2021 to the address provided on the Invoice. If this is not a legitimate address I need to know where to send the payment they have requested. Or I can provide a credit card payment although their email with invoice did not give me that option. The only option other than mailing a check was to give them my routing number and bank account number and I will NOT do that. This is why I went to the BBB for help. They will defend their mistakes at all costs and I highly doubt anything will be learned by them from this experience. This is our stance, Epic made unnecessary changes to our roof resulting in the need for us to now replace the entire roof. This was acknowledged by Mr. A. on July 16th, 2021 when he stated no charge and even offered to re-roof at a very low cost. His estimates were considered as were three other companies. His estimate was no lower than the others provided. We signed a contract with a reputable company in our area as we have played Russian Roulette with our roof long enough since they opened it up on July 14th and 15th. There is no instant satisfaction in using a tool like the BBB to mediate a situation. It is the right of a consumer and a tool for businesses to improve where needed. It is also a tool that other consumers use when they are considering large dollar repairs and potentially avoid disasters. I will gladly pay your invoice as I have stated above. But for your future reference, you do not need to dismantle a well system to fix a leaky faucet.

*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. ↩