Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  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 had a roof replaced on 4/29 from Trinity Restoration Roofing. Shortly after they left for the day, I noticed my AC wasn't working. I spoke with Tolly at the roofing company and was told that if they did cause the issue, they would make it right. I called an *********** and after inspection, they found a nail hole in one of the lines. When I called Trinity back I was told they wouldn't cover and gave me multiple excuses. I am looking for a resolution to restore my ac back to working order as it was before they started work on my house. The line was punctured right at the entrance to the soffit from the condenser to the house which was there at the initial inspection. At no time, was this brought up as a potential issue and it was negligence of their employees.

  Customer Answer

  Date: 05/02/2025

  The business did send people out to inspect yesterday. This can be closed now.

• Initial Complaint

  Date:12/13/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trinity Restoration and Roofing sent me an invoice for $5,000 on 12-11-24 after they failed to follow up with me regarding my roof replacement for weeks. Then threatened me with additional charges if I filed a complaint or wrote a review. Please see the attached document with exact dates and timeline of events. My roof is being replaced by another company because this company failed to follow up.

  Business Response

  Date: 12/17/2024

  This homeowner should be ashamed of themselves for posting this dishonest review, and this is precisely why we have contracts. This homeowner hired us to assist with a roofing claim, to help with that process, and then replace her roof if the claim was approved. She filed a claim, and unfortunately her claim was denied. Luckily for her, she hired one of the best roofers in town and we were able to get her claim overturned. This takes effort and time. Her original salesman decided to leave roofing sales by the time her claim was overturned by our staff. Once her claim was approved, I reassigned a new sales rep. She ignored every one of his phone calls and stood him up for a meeting to move the job to production. She then lied and said he stood her up. I have text and call records to prove she is not being honest.  Her review left out the most important parts of the story, making her review is totally dishonest.

  Customer Answer

  Date: 12/17/2024

  This company is giving false information. They did not have my claim overturned. I advocated for myself and had my claim over turned. Whoever wrote this response it giving false information. As you can from my call log this company only reached out to me after I reached out to them. I contacted them on 11-18 after not hearing from them for 18 days. I spoke with a manager ****** who was suppose to show up on 11-21 and never did. You have no call log or messages that you contacted me and I did not respond. So please stop with the lies and false information. I will not let this company try and bully me. Everything I wrote on my complaint and review is true. I have all documents to submit it. 

   Complaint: ********

  I am rejecting this response because:

  Regards,

  ******* *****

  Business Response

  Date: 12/18/2024

  **** ***** is lying again, she is very deceitful. This claim could not have been overturned without a dispute from our company. You have to email a supplement for the insurance company to review. That is not something that **** ***** did. We also made many phone calls to her insurance company, along with several emails that pushed this file through. Did **** ***** maybe call her adjuster at some point to get an update? That is very possible, but make no mistake about it, Trinity is the reason the claim was approved.
  
  Also, as you can see in the screenshot that I attached, **** ***** has no qualms with telling lies. After fulfilling our obligation of the contract, it was time for her to fulfill her obligation and she did everything she could to avoid us. She refused to schedule appointments and when she finally did, she would not confirm with our PM and was not home during the appt time. Based on the contract, we are due a fee for pre-construction services. Also, based on our contract, we have a non-defamation clause, which does not violate the consumer fairness act, and we plan to take her to court over the lies and defamation. When customers get to lie on these platforms, it does damage to our business. 

  Customer Answer

  Date: 12/18/2024

  I don't have a iPhone so sending a screenshot of an ******** to someone you have listed as ******* does not mean that message was sent to me. Show the number and the call records. I have mine. He never called me or sent a text to my phone.  This company did not have my claim pushed through. As you can see from the document I provided in my first rejection. I had to call the insurance company and advocate for myself. My proof has been presented. So please stop saying you had anything to do with my claim getting pushed through. I called my insurance company on 10-15 and within 24 hours was provided a date for my inspection. This did not come from anything your company did. 

  Complaint: ********

  I am rejecting this response because:

  Regards,

  ******* *****

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  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.

  We were approached by Trinity Restoration rep *** about possibly needing a new roof. After a quick inspection, *** said we would most likely meet the requirements for a new roof and he said he could help us file a claim with our insurance company. The claim was approved and he helped us pick out our shingle color and fill out our HOA application as well. We chose the color Black Sable on his recommendation. There was an electronic form that he said we needed to sign and he could go back later and fill it out, he just needed our signature. We also recommended Trinity to our next door neighbors who picked the color Onyx Black. Upon our roof being completed, we noticed the shingles weren't Black Sable, but rather Onyx Black. We talked to *** about this and he swore that he never makes a mistake but after some discussion, Trinity agreed to wave a portion of our deductible to make up for the confusion. Shortly after, our neighbor who chose ********** was given Black Sable shingles the color we picked, while we received the color they picked. A few weeks later my insurance company (USAA) contacted me and basically said Trinity had a whole bunch of erroneous charges and they weren't going to pay them. She also said Trinity is known for this. *** then reaches out and sends me a form he wants me to sign that basically says I want to file a dispute with USAA. I tell him I'm not signing that because it isn't a dispute between me and USAA but rather between Trinity and USAA. A few days later I receive an invoice for $19,000 from Trinity, including the portion they agreed to wave because *** screwed up our information regarding the shingle color. They basically tried to rip off my insurance company and then when I said I'm not filing a complaint against my insurance, they try and stick me with the bill. They are easily the dirtiest, most dishonest company I've done business with. They gave us the wrong color shingles, filled out paperwork incorrectly after it had been signed, racked up a bunch of fraudulent charges that my insurance company wouldn't cover, failed to honor their agreement to wave a portion of my deductible, and now are trying to stick me with those charges.

  Customer Answer

  Date: 05/01/2024

  I believe this complaint has been resolved, pending the business following through with their promise. 

• Initial Complaint

  Date:10/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We contacted Trinity Restoration and Roofing back in May of 2021 after my 80 year old mother (who is a widow) had an obvious small roof leak develop apparently due to a tornado that came down just behind our homes (according to Trinity). **** ****** came out, did a physical inspection of the roof, and sat down with us to discuss his findings. **** stated that there was enough roof damage to justify the roof being replaced and had us sign a bunch of paperwork stating that if the insurance company did not agree to replace the roof that they would have an attorney file suit against the insurance company to make sure the repair was done. Since that time I've reached out to **** asking for a status update and although he's promised to provide one, his promises were empty. Right now it's October of 2022, almost exactly a year and a half later, and the small leak has never been properly repaired and the roof that needed to be replaced according to ****'s physical inspection, has not. I don't know what kind of a company meets with an 80-year-old widow and makes promises to them that they have no intention of keeping, but that's my experience with Trinity. I know the other people in our of neighborhood who used them, which is why I called them. I don't know this to be fact, but considering they did a good number of homes in my neighborhood all at once, it almost feels like the traveling repair people who hit a neighborhood and then you never see them again. After all, they came out and made promises to my mother and we've never seen or heard from them again except for when I reached out to **** and he promised to follow-up and never did... I did reach out to Trinity in hopes of speaking with somebody in leadership to find a resolution to this 18-month long issue. I connected with Josh today who at first seemed very apologetic and acknowledged that they're obviously was some kind of dropping the ball on ****'s in since he never followed up, and I was also quite pleased that

  Business Response

  Date: 11/16/2022

  I will tell you though, this is not even our customer. We have a contract with his mother. 

   

  He's been an absolute nightmare and we have done nothing wrong. He left a review on our Google listing that is 98% dishonest. I should also note that he's left over 40 1-star reviews for businesses in Jacksonville. These 1-stars include companies like McDonalds, Burger King, sweet Frog, Taco Bell, Killwins etc.  This individual is very difficult to please. 

   

  Business Response

  Date: 11/18/2022

  His Mother filed an INS claim for her roof and signed a contract that would allow us to build the roof if the claim was approved. We did not use an Assignment of Benefits so the ins carrier would not communicate with us. They denied the claim and refused to provide us with any official documentation. Our PM asked Miss Rull to assist and obtain a written coverage decision from Heritage INS. 

   

  ****** **** was hoping that we could assist further in disputing the claim, but we are unable to do anything without an official decision from the carrier first. Heritage would only provide that to the insured, ****** ****.  ****** ****, or ******, never provided the documentation needed so the file was moved to declined in our system.  

  One year later, ****** calls our PM cursing and belligerent, demanding an update 

  We explained to him that the file has not been worked on because we never received an official decision from the carrier. We explained that the claim can still be disputed, but ****** demanded a free roof instead. Completely unreasonable. 

   

  Nothing was done wrong on this account.