ComplaintsforOak Crest Roofing

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company never finished. We have called numerous times as to it is leaking very badly and all the gutters they put up were attached to rotted wood and have come off and are sitting in our yard. We have tried to work it out but the company will not return our calls or emails. I did a review with pics but they didn't care. This Is a Hurricane *** complete roof replacement but Tower Hill only gave us a little and we had to pay the rest out of pocket. Estimate to fix is ****** so far

  Business response

  02/29/2024

  Hi ****,
  
  We had been in communication with you previously regarding your project and responded to a prior BBB complaint you had entered. Our prior response regarding your project is all we are able to help with. 
  
  We finished your project last year and provided you with a 2-year warranty on the work. We are more than happy to complete repairs on your home as it aligns with your warranty paperwork. We have been in contact with you, and offered this as an option. This option was declined and instead of utilizing your warranty, you chose to move forward with another contractor for repairs instead. 
  
  
  We received your contractor's estimate dated 10/23/23 of $7,000. It is not normal for us to pay for another company to complete repairs, when we could complete the warranty work, however we understand that this process has been grueling and frustrating. With that, we offered to pay your contractor's estimate of $7,000. This offer was not accepted at the time and within the next few days, you provided us with an additional estimate dated 11/03/23 for an additional $5,890. The additional estimate includes line items that were not a part of the original work we completed for you, and would not have been under your warranty. 
  
  
  Once more, we do apologize for the unfortunate experience you have had with your home, and we take our responsibility seriously. We continue to extend our final offer to help by offering to pay your contractor's original estimate of $7,000 for repairs that would have been covered under your warranty with us.

  Customer response

  03/06/2024

   
  Complaint: 21355000
  
  I am rejecting this response because:

  We have still not repaired the roof due to the cost. We prefer, as we have since last August, to have the repairs done as promised by ******, the Project Manager, and covered under the warranty. At this point, the roof  is leaking in 3 places and the gutters you installed have fallen off and are in the backyard. 

  We have been trying to get someone to come at least look at the roof. This was a $30,000 job due to Hurricane ***. No one will cone out. So we sent you the least expensive estimate. We have 2 others if you would like. 

  Could you please honor your warranty and at least send someone to inspect the roof? 

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

  Customer response

  03/18/2024

  Hi! Thank you for trying to help me. Before I go any further,  I have some questions. 

  I only wanted Oak Crest to honor their warranty and fix the roof. I have been trying to get them to come loom at the work since they left the job and never came back. So to confirm, they are refusing to honoe it or they just did not respond?

  i believe they do not have a surety bond. I have to contact the licensing bureau today and have an appointment with the city Tuesday.  Wouldn't that mean their license isn't valid? Or does the ******************** represent everyone regardless of legality?

  We are Hurricane *** victims, 2 old senior sisters and I am disabled.  Insurance only paid a third of the original cost and the rest we paid for with an SBA loan. Not sure what to do and can't find anyone to help us! 

  Business response

  03/22/2024

  ****,
  
  Thank you for bringing this to our attention, it appears we previously spoke to ****** on your project and we have recently been in touch with you to clarify some details. Our team would like to do our best to rectify your experience as best as *************** need some time to confirm that we can send someone to review the leaks on your roof for us to assess the work we can help with regarding your previous warranty. Again, we thank you for bringing this to our attention and for your patience with us. We hope to reach a mutual resolution soon!

  Customer response

  03/25/2024

  The company manager,*********************, asked for a few more days to see if he can resolve the matter. But I no longer trust him. I promised I would give him until tomorrow. Meanwhile, I would like to add additional photos from today of my roof for the records. 

  Customer response

  03/25/2024

   
  Complaint: 21355000
  
  I am rejecting this response because:

   

  The company manager,*********************, asked for a few more days to see if he can resolve the matter. But I no longer trust him. I promised I would give him until tomorrow. Meanwhile, I would like to add additional photos from today of my roof for the records. 
  
  Sincerely,
  
  ********************************

  Customer response

  03/25/2024

  The system will not let me upload these pics. 

• Initial Complaint

  05/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had a new roof put on and the workers were not very polite. But my problem is they damaged my vehicle and told me they would pay for it. It is now 3 weeks and still no check. One employee told us the check was in the mail. This was a lie because a week later same employee told us the corporate office sent the check out that week which was a week later he told us that it was mailed. Week later, still no check. I found a hood for my vehicle but because they have not sent me my money, that hood already sold. They damaged my hood and my headlight and only want to offer $500.00. cost $500.00 for a hood and for one headlight cost $250.00. I've checked online to see if there's a corporate office. I do not see one. They probably lying about that too. On top of all this, they were supposed to get a magnet and pick up all the nails from the ground. They did not do that either. Don't know why the BBB would back up a company that lies and damages people's property and not want to pay for it. So I would like $700.00 back to me instead of that small amount of $500.00. oh and that same employee asking my business of what I'm doing with my car. That's no one's business what I do with my vehicle. If I'm selling it or fixing it up to drive or even if I decide to use it as a toilet, again it's no one's business. So I want my money and I want this stupid crap to be over with already! This is stressing me out And I have Crohn's disease and other health issues. So please help me to get this company to pay me $700.00 please. They damaged my car, they need to pay for it!

  Business response

  05/24/2023

  *****, 
  
  We are doing what we can to have this issue resolved. According to our documentation - we have it agreed upon by yourself to a $500 reimbursement for damages to your vehicle. 
  
  Since you are not the listed homeowner on the project, it's difficult for us to discuss the details of this project with any regards outside of the reimbursement we agreed on. The agreement to this reimbursement amount was made two weeks ago not three weeks. 
  
  Since the agreement was made two weeks ago - and our departments have to follow a process to getting approval, our reimbursement to you was mailed last Thursday through USPS. We are not entirely aware of any other expectations you seem to have been given, but if that miscommunication was on our part - we are sincerely sorry.
  
  The timing of vehicle materials being available to yourself - is out of our control but we understand your frustrations. 
  
  Due to reported delays in USPS mail, we strongly suggest waiting until Friday for your reimbursement check to arrive. We will uphold the reimbursement amount that was mutually agreed upon.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Oak crest replace my roof in November of 2018 and recently i noticed a leak from the roof in my garage. I contact Oak Crest who says that they aren't liable because their workmanship warranty has expired. The roof is not even four years old and they do not stand behind their work. I called my homeowner insurance company who sent out a gentleman who says that they cut corners that they shouldn't have and that is why I now have a leak. Oakcrest took the $25,000 check and cut corners to maximize their profits and now they don't want to fix the issue they created.

  Business response

  09/14/2022

  Business Response /* (1000, 5, 2022/09/01) */ Hi ****** We apologize for the unfortunate experience you have had. I spoke to one of our general managers and we absolutely want to make sure you are taken care of. Our general manager is going to coordinate a repair for you. Please let us know if you find this insufficient of a resolution or if you have further details that should be addressed.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 27, 2021 I received a notification from my property management company about animals getting into the attic via several open roof angles and pipes/vents that had not had the appropriate screens places in front of them to prevent animal intrusion at XXXXX *********** Way Orlando FL, XXXXX. I had recently had my roof replaced by Oak Crest Roofing the prior year. I had no issues with animals entering the property prior to the roof replacement. I submitted a ticket via email to OakCrest on 10/27 with all appropriate pictures and repair estimates from the property management company. I was told at that time my roof was still under warranty. I attempted to follow up with OakCrest several times before being informed the person I sent it to had been let go and nothing had been done about my ticket on 11/2. Since 11/2, I have reached out 5 times via e-mail, and over a half dozen times via phone to inquiry about the status of my ticket so that I could have this corrected for my tenants. Each time I have been told they haven't gotten to my inquiry and to be patience. On 11/22, my tenants, via the property management company informed me they would be going to the health department since this had not be corrected and no additional information had been given to them. I have contracted with the vendor my property management team sent to investigate the issue originally (who had taken pictures and provided their findings that I had sent to OakCrest) to get this correct to for my tenants so that they would not need to contact the health department. I wholly believe not fully closing roof angles and not placing the appropriate screening in front of roofing vents and pipes was overlooked in the installation of my roof (many things went wrong during the roof installation but most where corrected). This should be fully covered by the warranty and I would like reimbursement for money I had to spend out of pocket due to their negligence in responding to my claim.

  Business response

  12/23/2021

  Business Response /* (1000, 5, 2021/12/10) */ Hey, Rachael! We are sorry about the animals getting into the property. This quality of work is never our intention. Our mission is to provide remarkable experiences. After talking with our Customer Relations Manager, it looks like the reimbursement check for $1,239.00 was sent on 12/2/21. If this is not the case, please reach back out to [email protected]! Consumer Response /* (2000, 7, 2021/12/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  11/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  New roof was installed and since then they have been out here three times repairing leaks that have damaged our ceiling with extensive water damage. Recently found more issues throughout the house including in the garage and in our bedroom on top of the three other water stain/damaged we found previously

  Business response

  01/27/2022

  Business Response /* (1000, 8, 2021/12/07) */ Hello! I'm sorry to hear that your roof leaked. Our mission is to provide remarkable experiences, and we missed the mark on this one. After discussing with our Customer Relations Manager, I understand that some repairs have already been made since your original message. To my understanding, all that remains is the interior repair and attic inspection, which are scheduled for this week. If this is not the case, please reach out to me at [email protected]! Again, we are sorry for the inconvenience and we hope to exceed your expectations with the repairs. Consumer Response /* (3000, 10, 2021/12/15) */ From: **************************************** Date: Wed, Dec 15, 2021 at 9:49 AM Subject: Re: Case status To: ************************************** Thank you for the update but the pictures I sent are of the repairs they did to fix the problem... including just nailing roof shingles on top of torn/ripped ones as well as faulty sealants around the vents. I'd like funds retuned from the company to hire another company or a replacement roof as the work is faulty through the entire roof. ************************************************************************************************************************************* Sent from my iPhon Business Response /* (4000, 12, 2021/12/28) */ Hello! I am sorry to hear that, we strive to create remarkable experiences for our homeowners, and it would appear we did not provide that. I have spoken to our Customer Relations Manager, Jim, and we are actively working on this case. To my understanding, we will need to replace the slope to ensure the leak has been prepared. In order to replace the slope, we are working on identifying shingles that can substitute the ones on your roof as they have been discontinued. After we have done this, then we will schedule the interior repair. I understand that we have been in communication and have updated you regarding this. Please reach out to me at [email protected] if this is not the case! Thank you for your patience! Consumer Response /* (4200, 14, 2022/01/06) */ From: ********************* ********************* Date: Wed, Jan 5, 2022 at 5:26 AM Subject: Re: BBB Complaint Case# ******************************************** To: Better Business Bureau*********************** Cc: ********* *********************** Hello- The resolution was rejected by my Insurance company (Florida Farm) as there are leaks in 7 areas throughout the house- not just the left/rear of the house. There are 2 options that were suggested by the insurance adjuster: 1. A full replacement with comparable quality shingles by a different crew than the original and those who have been out to repair 3 times with shoddy workmanship Or 2. Payment of $8,477 to complete the minimum repairs based on external estimates for a painting company to paint the garage, family room, master closet, & laundry room ceilings and a roofing company to repair the vent damage, seal gaps that are allowing sunlight in the attic, replace the moldy/water damaged insulation & repair/replace the extensive roof shingle damage done by the original work and those sent by Oak Crest to fix the problem. Please let me know what option is best so I can let Florida Farm know which one was chosen. Thank you. ********************* Director,****************************************************************************************************** Sent from my iPhone Business Response /* (4000, 16, 2022/01/06) */ Hi *******, Thank you for your response. After speaking to our team, I understand that we have met a resolution in your case and we have agreed to send you a refund check for your repairs and necessary replacements. I have confirmed that this check was mailed this morning so you should receive this by next week. If you do not receive this check in the mail, please reach out to me at [email protected]. Thank you for working with us on a resolution, we greatly appreciate your patience!

*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. ↩