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:10/21/2024

  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.

  ?I would like to warn all customers of the unethical, dishonest and bullying behavior of safeguard roofing company. I had a contract with safeguard to have my roof replaced using hot mopping. They failed to obtain the town permit, because they refused to hire an engineer to validate the process, as requested by the town. Moreover, they have lied to me and informed me that the town does not accept hot mopping. The town had denied repeatedly and adamantly this false claim. Instead of honoring the signed contract, Safeguard chose to hold my deposit as a barging chip, in order to force me to accept another less rigid methodology to have the roof replaced.

  

  Business Response

  Date: 10/28/2024

  Here at Safeguard Roofing Inc.,we thrive on our honesty and we are not unethical, dishonest, and have no bullying behavior whatsoever.
  

  Lets preface this by saying that these claims are false and incorrect and that this client is upset that the city will not allow us to move forward with the standard #** tar paper and #** hot mop system because the town of ******* did not allow the standard hot mop material being used on your specific property due to the category your property is located in. The closer to the water your house is, the high the code standards go. We do not know this until after the permits have been submitted to the cities and we wait for their feedback.
  

  As State Certified Roofers, we have to follow whatever the *** and the Municipalities tell us to follow. We do not make the codes and we cannot go against code just because a homeowner wants us to.
  

  If the client had read his signed contract thoroughly, he wouldve seen that we are in our legal rights to alter, change, or cancel anything involving this contract. Due to the fact that there are always changes within each city.  
  

  Allow me to make the time-line clear for everyone.
  

  15 April 2024: Our courier retrieved the clients signed contract.
  

  ** May 2024: We received his HOA Approval Letter (that authorizes us to order the tiles) and ordered the *********************** Sterling.
  

  17 June 2024: We submitted his re-H34**3938**3637383833H permit package to the city. Approximately two weeks after receiving his HOA Approval - this is all well within our legal time-frame as only a 10% deposit was made.
  

  5 July 2024: You called and texted us to inquire about your permit that was submitted to the City of Jupiter.
  

  8 July 2024: I informed you that the city is not allowing the normal Hot Mop System without an additional letter from an Engineer that states the materials used are within code. The Engineer said that the pressures don't exist for him to do a letter. We did not refuse to hire an engineer as the client is falsely claiming. We hired an engineer and he told us that the detail specific numbers do not exist for him to do any calculations.
  

  Afterwords, you told me verbatim, "Can you honor the original estimate price that the salesman sent out to me for the peel and stick system." We informed you that we could honor the previous quote and price and discount your contract. A few days later, you called me to inform me that you reached out to someone in the State Building Code department and they advised that we could use a different Hot Mop Method in *******. I agreed with you, there are many different hot mop systems that we can use, however, it is a material not a part of your contract, and there would be a price increase for this higher end material. Which you declined and said you wanted to continue with the less expensive route. Which is the Polyglass Polystick System.
  

  We then moved forward with the Town of Jupiter and changed the documents to coincide with the code requirements for Polyglass Polystick. We paid for and received your approved permit on 26 July 2024, had all materials on standby including your tiles, and were ready to begin the first phases of tear-off. When we called you to get you on the next day schedule, you informed us that you are no longer interested in moving forward with the re-H34**3938**3637383833H process as was earlier discussed.
  

  If we had moved forward as originally discussed and planned,his house wouldve been completed replaced with brand new material and passed all inspections within two weeks or so from the date that we received his approved permit.
  

  According to Florida Law, and your signed contract, clients may cancel any written contracts within (3) business days. Youre trying to cancel your contract months after you signed. We offered you two other options,the Polyglass Polystick System which would be less expensive, or the Commercial Grade Hot Mop system which is a little bit more expensive. Youre now reneging on your original choice of using the Polyglass Polystick System and are being uncooperative.
  
  

• Initial Complaint

  Date:07/11/2024

  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.

  I informed safeguard that water was leaking from above my sliding glass door. Safeguard responded that the wind could be blowing rain onto the door causing the leak. I explained to the rep that the sliding door is underneath a screened in patio. I explained to the rep of structural damage to my home. The rep said they would send someone out. No one has shown up yet. I sent pictures of the wall being wet from rain above the sliding door blow the ceiling.

  

  Business Response

  Date: 07/18/2024

  See attached

• Initial Complaint

  Date:04/25/2024

  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.

  The workmanship is poor quality, they destroyed my EFIS and rainwater gutters, damaged my driveway, spattered hot tar on my screen enclosure, the quality of finished work is poor, there is glue or foam on all tiles and the mortar is cracking already after just 1 week after installation.I want them to pay for my EIFS Repair, replacement of my gutters, cleaning of my driveway and cleaning of the roof tiles

  

  Business Response

  Date: 05/03/2024

  To whom it may concern
  
  The customers statement reads as follows;
  
  The workmanship is poor quality, they destroyed my EFIS and rainwater gutters, damaged my driveway,spattered hot tar on my screen enclosure, the quality of finished work is poor,there is glue or foam on all tiles and the mortar is cracking already after just 1 week of installation. I want then to pay for my EFIS repair, replacement of my gutters, cleaning of my driveway and cleaning of the roof tiles.
  
  There is a total of five city inspections. Each inspection is to ensure the quality of the workmanship and structure is up to code. All inspections passed, as well as all requirements by the City of ********. This includes clean up as well. If the workmanship is poor quality we would not have passed these detailed city inspections, they would fail us until it all meets FBC.
  
  They destroyed my EFIS and rainwater gutters per the signed contract and addendum that I have attached for your review, it is the homeowners responsibility to remove any and all items, including gutters. We do not begin work without the homeowners signature on this addendum. Therefore, they had ample time to remove the gutters themselves. In the event the gutters are NOT removed and they are preventing Safeguard from doing the work properly, they will be removed and discarded as per the contract and the addendum the homeowner signed.
  
  In regards to there is glue or foam on all tiles, again, we passed all required inspections as well as the required uplift test. Said Uplift test is completed by a licensed engineer. The engineer is to visit each site, where their primary job is to make sure that all tiles are adhered properly, verify the roof is clean, and to ensure that no tiles are cracked or broken. The city requires these reports be submitted for review prior to the final inspection and then, once approved, the final inspection is scheduled with the city and once passed the permit is closed.  
  
  In conclusion, before leaving the job site we preform and entire roof walk through to ensure everything meets the homeowners standards and that they are satisfied with the work.  All work done was done per FBC as well as met all the requirements of the City of ********.

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21626022
  
  I am rejecting this response because: There was no plastic covering the driveway when the workers parked on the driveway. I have several pictures showing that there was no driveway protection.

  What does City of ******** has to do with my job in **********?

  There was no mention of damaging EIFS in the addendum, and I would love to meet their so called engineer to go over the mess they left on my roof and cracking mortar.

  I want them to pay for cleaning and sealing of my driveway and remove all foam materials off roof tiles as well as making sure that the mortar they installed on the ridge is not cracking.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 05/20/2024

  Please review the attached documents in regards to this complaint.

  Thank you,
  Safeguard
  

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21626022
  
  I will except resolution, if the company comes and cleans my driveway from grease and oil of their work vehicles.

  Remove all excess foam off roof tiles and repair cracking mortar without breaking any roof tiles.

  All repair work must be done in my presence, while I am on site.

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

  

  Business Response

  Date: 05/29/2024

  Please send us photos to ****************************** and we will gladly schedule a day and time-frame to go out and address your concerns.

  Thank you,
  Safeguard Team
  

  Customer Answer

  Date: 05/29/2024

  Pictures emailed per your request.

   

  Please provide after 1:00 pm time and date of when I should expect a crew on site for repairs

  Sincerely,

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

  Customer Answer

  Date: 05/29/2024

   

   

  Please provide after 1:00 pm time and date of when I should expect a crew on site for repairs

  Sincerely,

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

  Customer Answer

  Date: 05/29/2024

  Brea, I don't understand why you are closing the case, the communication between me and the roofing company with them promising to repairs.

  Only promises so far but no action

   

  Sincerely,

   

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

  Please call me to discuss ************

  

  Business Response

  Date: 07/18/2024

  see attached

• Initial Complaint

  Date:10/24/2023

  Type:Sales and Advertising 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.

  This company agreed to put a roof on my mother's house and was unable to get approved by her board due to their ********* comp certificate and shady work history. The sales person told my mother that he had done roofs in her neighborhood , which was a lie. The board has never approved them. My parents are 80 and 74 and my dad is sick. This sales person preyed on my elderly, sick & desperate parents and took their deposit. Knowing that they would never be approved by the board and that my parents couldn't afford an attorney. I don't have a copy of the check but I can get it if you need it. My mother's phone number is ************ if you have any questions regarding the payment. My number is ************.

  

  Business Response

  Date: 10/26/2023

  First of all, Id like to clarify that we do have an Active and *************** Compensation Certificate and that our Work History is the opposite of Shady.  Secondly, we had our ************************************** e-mail directly to the clients and their **************************** personally, with a letter stating that our Workers Compensation is current and active. We were then provided a Homeowners Approval Letter. This is an acknowledgment from the board to move forward.
  
  There was a delay in receiving their approved HOA Letter,however that did not prevent us from applying nor receiving their approved permit with their municipality.
  
  There was a slight issue in the beginning when we requested a Workers Compensation Certificate from our ***************** and there was a mix up with the addresses. It was written incorrectly by our *****************.It happens. We were in constant communication with both the homeowners and their HOA Representative and informed them that we requested the correction with our ************************************** and that in due time, like anything else, it would arrive.
  
  Unfortunately, the homeowners were not being patient. Whilst we in the process of resolving the situation with their HOA Board, we had already received their Approved Permit from their municipality and we were ready to begin tear-off procedures. As a side note, if we did not have an active Workers Compensation the municipality would not provide us with any Approved Permit paperwork. After we received their Approved HOA Letter, we informed the clients that we were ready to begin Tear-Off Procedures on their property and that their project would be completed within approximately two weeks or so.
  
  However, the homeowners informed us that they did not want to move forward with their Signed Contract and wanted to cancel.
  
  We informed them again, that we have their HOA Approval Letter, their Approved Permit Paperwork, and their Tile Order was ready to be delivered and installed. They declined. We also informed them that if they do cancel their signed contract with us that they are not able to get their deposit refunded. We had already worked on their ticket, ordered materials, and paid for and received their Approved Permit Paperwork.
  
  Our client signed their Roofing Contract with us on 27 June 2023, and then sent an e-mail, on 7 September 2023, canceling her Contract with us. That is approximately, two and a half months after they signed the contract.That is past the ******* Law three-business day right to cancel any signed agreement. /
  Which they were aware of.
  
  For your information, in the Construction world after COVID-19,the two Hurricanes that created devastation on the West Coast of *******, the typical time-frame for a Roofing Project to be completed, is a minimum seven to twelve months wait. This is a widely known South ******* fact.
  
  The fact that we were able to get their board approval, permit approval, and their tiles and materials ready on stand-by in two and a half months is unheard of.
  Finally, to respond to the clients daughters false claim about This sales person preyed on my elderly, sick & desperate parents and took their deposit. Knowing that they would never be approved by the board and that my parents couldn't afford an attorney. is completely false, inaccurate,and defamation to our company.  
  We have done many, many homes in their community. We have been approved in the past and we were approved again with their ********************** for their project as mentioned above. Even at this time, we have torn off another residences roof in the same neighborhood on 10/23/2023.
  
  Which we wouldnt have been allowed to begin or step foot on the property, if we did not receive the HOAs Approval Letter. Again, this is further proof that the clients daughter is talking with emotion and trying to hurt our company name.
  
  We have been in business for 16+ years, we are not in the business of taking advantage of anyone. Especially not the elderly. We understand the importance of a having a happy client.

  For your review, I have attached the clients signed contract, our ******************************* their approved HOA letter,and their Approved Permit Card.
  

  With all the evidence provided, we're requesting that this defamation review be taken down.
  

  
  

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20777122
  
  I am rejecting this response because:
  
  The roofer was never approved by the main Lake ***************************** due to their workmans comp certificate and work history (if that makes them feel better)which was altered/ ****** out in some areas . They were approved within two days by the *********************** because the sales guy told her in order to find out if the tile was available they needed something signed. That was the local association. Lake Charleston still had to approve it and they would not. Calling me emotional is just as insulting as the c*** this guy said to my mother when she tried to get her money back because Lake ***************************** would not approve them. And it shows he has a clear issue with women.

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

  Customer Answer

  Date: 10/26/2023

  
  

  Customer Answer

  Date: 10/26/2023

  
  

  Customer Answer

  Date: 10/26/2023

  
  

  

  Business Response

  Date: 10/27/2023

  Just to put an end the false allegations that our client's daughter keep spewing;which Im not understanding why we keep talking about our lack of ******************************* Im re-attaching it again for your review. Our ************************************** personally e-mailed this to the **************************** and the homeowner in this response.
  
  Every document that we sent out in regards to our client in question, was never "altered" or ****** out as the daughter is claiming. As per my previous response,our ************************************** misspelled the address, which was the only thing to cause the delay in getting the approval from Lake **********.They requested the proper address to be placed on the document. This took approximately 14 days for them to revise.
  
  Per our ****************************** Policy, the documents were e-mailed directly to the homeowner and the *** Board from them once it was revised. Not from us. Again,showing that its impossible for us to alter the document when it always comes directly from the insurance company.
  
  After our ****************************** directly e-mailed, the *** Board and the homeowner, the homeowner refused to acknowledge the e-mail and immediately wanted to cancel.
  

  Although there was a slight delay due to the misprint of the client's address, why would anyone want to cancel when we have the Approved Permit, Tiles and Materials ready on standby, where it would take approximately two weeks to complete the re-roofing project, want to cancel? This seems like it was premeditated that she wanted to cancel her signed contract.
  

  As I mentioned previously, we are approved by Lake ********** as we are actively working, today, on a clients home in the community. Please explain how we are working there today since you're claiming that Lake Charleston isn't approving us.
  
  At this point, the contract speaks for itself in regards to her deposit.

• Initial Complaint

  Date:06/25/2023

  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.

  January 17, 2023 i hire safeguard roofing to replace my entire roof. my old roof was removed and left open to rain and wind for 5 months. at the beginning of the 6th. month, safeguard partially installed mix and match old dirty tiles on my roof and told me the roof is completely finished. ************************* did not delivered the tile i sign for on the contract.************************* took a total of $23,206.50 from me. the gutter is removed, causing damages to the out side and leaks inside from the unfinish roof. The top and parts of the sides and hip of the roof is open, causing damages to the inside of the house. when i asked ************************* about the unfinished roof, he said the job is complete and he willsend his men to bang on my door for the 10% balance.I notify ************************* of the tons of debris pile on the roof and up against my air condition that needed to remove, i got no response from him.I believe i had been taking advantage of scammed in every way.

  

  Business Response

  Date: 06/27/2023

  Hello,

  Please review the attached documents and let us know if you need anything else.

  Thank you,
  Safeguard