ComplaintsforA-First Choice Roofing

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went through this company to get my roof done my ceiling in my kitchen has been leaking I have reach out to this company 3 times and told them the guy finally came out and said he doesnt now when he can fix it or come back bescause he needs to find a helper the first time He said he didnt stop because it was a lot of cars at the house but he didnt contact or anything I need help from you guys because my roof has warranty and its messing up the inside of my home and floor . For the amount I paid for this roof it need to be fixed.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company will not hook up dryer vent they disconnected. at the very least they should have informed us that all the lint from dryer was going into the attic.

  Business response

  07/12/2023

  This is not our customer. We are located in ****** and we have never done any work in ************  However we called the customer and he confused ** with ******************** located in *********. I asked him to remove the complaint. 

  Business response

  07/31/2023

  When replacing a roof the new vent cover goes over the top of the dryer vent tube. We assume the vent pipe was originally installed correctly and tied off between two trusses. If the vent was not tied off correctly there is no way for us to know. It is not our responsibility to check on other contractors work, we can only repair/replace what we are contracted to do. Our contract does state that we are not responsible for the careless work of others, the fault lies with the original installer. In regards to the complaint, there was no way we could have known that the pipe had come loose, so we could not inform the homeowner that lint was blowing into the attic. 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ceiling in garage is collapsing. Made repeated contact to no avail, since February 2023. 5 year warranty by service provider seems to mean nothing. Install of new roof was completed August 2021. Numerous areas of the garage ceiling are also affected. A First choice Roofing GAF Warranty Yahoo /house ********************************* <*********************************>To:********************** Tue, Nov 2, 2021 at 10:20 AM Hello I have attached your GAF Systems Plus Warranty.Your Warranty Reference Number is: ******* Our GAF Contractor Number is ME45935.Your GAF shingle warranty is good for 50yrs and is transferrable.A First Choice also gives you a 5yr Labor warranty.** you are a Veteran, then you are also eligible for the ******************** Rebate Promotion. Please click here ************************************* any questions contact:GAF Customer Support: ************** Roofs for Troops: ************ - ****************************** ******************** ************** Option #1 for Residential.Warranty transfers: ************ Option #3 then Option #1 for warranty rep.** ** you are satisfied with our service please go to our ***************** pages and leave a review to enter for a chance to win many prizes up to $500 dollars for best testimonial per year!!!** Dont forget to refer us to all your family and friends.As always, we appreciate you using A First Choice Roofing for all your roofing needs.Thank you.We appreciate your business.******************************* **************** ********************

  Business response

  07/10/2023

  The crew leader went to inspect the customer's concerns, there were boards attached to the ceiling by the homeowner as well as screws with washers to assist in keeping his drywall up. The crew performed no work on the interior of the garage, nor was their anything dropped through the ceiling during the roof installation. As a roofer our crew members cannot hammer softer, or step lighter in the course of their normal work routine. Any cracking or detachment of drywall is explicitly outlined as not something we take responsibility for as it is impossible to do the work in a "lighter" manner. Another point to be made about this, is that the customer was given money by his insurance company for damage to his garage ceiling. It was the customers responsibility to use that money to take care of any issues with the garage ceiling and take pictures of the finished work and send those into his insurance company along with receipts showing that the work in question was done. The warranty on the roof is still in effect as well as the workmanship warranty, which covers roof work, not repairs that should have been made by the customer. 

  Customer response

  07/11/2023

   
  Complaint: 20265579
  
  I am rejecting this response because: 1) No money was given to me to fix small hole (that roofers also have photo of) that is nowhere near new damage. The amount the insurance payout was less due to wanting to make this repair myself as free time permitted. Roofer got every ***** of insurance money plus extra from me. 

                                                               2) I work, I needed a temporary solution to keep ceiling up until I had a chance to contact roofer. Leaving home before 3 am and returning 14 hours later, 7 days, for months, I just couldn't make contact sooner. While putting in screws, the wet drywall just kept coming away. Photos show original hole that I hadn't repaired yet in relation to new damaged caused by poor quality workmanship. Roofer also has photo of original hole. New damage is obviously due to new leak (which is worse than original) . 

                                                              3) I wasn't given a copy of the scope of work to be performed, some of which was never done.

   

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

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company approached me going door to door after claiming a neighbor contacted them for Hurricane *** roof damage. The customer service and responsiveness to my multiple concerns have been wholly inadequate and contributed to additional interior damage by their inaction.They have slow-rolled all scheduling or follow-up with my insurance company to "obtain approval" beyond what was already approved. My insurance adjuster was in disbelief over their cited excuses not to commence work (including providing immediate tarp covering for leaks) and the delays. They had me waiting months while they notified me of new questions each time I provided a deliverable, which extended the timeframe to begin repairs. They now refuse to schedule interior work, which I've repeatedly advised was continuing to get further water damage due to their failure to provide any mitigation on the damaged roof sections without repeated requests and notification that further water damage was occurring until obtaining approval from the insurance adjuster. Despite having insurance company approval to begin interior work, they will not schedule the work (which is delayed by over two weeks) until whatever they submitted to my insurance company that they failed to follow up on or share with me is approved. This is despite my having the insurance adjuster contact the roofing manager directly on 1/06 to address their concerns. They didn't do a good job cleaning up during or after the new roof was installed either.Despite my repeated notifications of troubles, the manager I've dealt with communicates only via text for complex discussions and never fully addresses my dissatisfaction or concerns.

  Business response

  01/30/2023

  We install thousands of roofs per year, and our process for each install is the same. Mr ****** filed a claim with his insurance company on 10/3/2022 and had his first adjuster meeting on 10/21, so it took about three weeks for his insurance company to respond. Around 11/16, almost a month later Mr ****** received his insurance funds and signed a contract with us to install his roof. A day later, our office called Mr ****** to give him an installation date, it was not until the 11/21 that we were informed that his insurance check still needed to be endorsed by his mortgage company. It is our policy not to move forward with install until the customer has all signatures needed on their insurance checks. 12/5/22 Mr ****** informed us that he had received his insurance check back, but did not have HOA approval for roof install. We could not move forward with install without Mr ****** obtaining approval from his HOA, nothing we could do except wait on Mr. Kohler. 12/9 Mr ****** informed us of HOA approval, to which we gave him an install date of 1/4/23. Our company does not install roofs the last two weeks of the year for the holidays. So realistically, Mr ****** was given an install date much sooner than most other customers as we were trying to accommodate him. By the time we were informed of HOA approval we already had customers for the first two weeks of December to install, and we also need lead time to order materials from our supplier.  So, in summary, there was never any "slow-rolling" of Mr ******** install, most of the issues Mr ****** has with that would be his mortgage company, HOA, and insurance company.

  There is nothing in our contract which states we promise to provide mitigation prior to the roof installation. Since this is an insurance job, we must request any additional work be approved before proceeding with repairs, this includes tarping. Mr ******** insurance company's failure to work with us in a fair and speedy manner has resulted in his frustration with us. Mr ******** insurance company only paid for $373.23 worth of interior work, none of which included cutting the ceiling open and inspecting for mold, which is what Mr ****** was asking us to do. As such, we asked the insurance company for more funds to try and do the work Mr ****** was asking for, but the supplement was denied not once but twice. I recently informed Mr ****** that since his insurance company has denied his interior supplement, and he insists on us doing work that they will not pay for, that he will need to find another contractor to do the work he is requesting for the $373.23 allotted. 

  The roof is complete and has passed final inspection. To this date we have not been paid. 

  Customer response

  02/02/2023

  
  Complaint: ********

  I am rejecting this response because: A First Choice Roofing is in breach of contract.  I have repeatedly notified them for not complying with my hurricane deductible's written and management-approved payment plan (attached).  Furthermore, they are now apparently committing fraud and misrepresenting the final invoice (see attached) to my insurance adjuster.  They did not communicate or submit anything as a copy to me as having completed all originally planned work.  In reality, the interior of my house, water/mold damaged in at least two rooms, was not even started, yet they are demanding payment.  Both my adjuster and I repeatedly explained to A First Choice Roofing that their expenses for the work would need to be itemized, not a lump sum amount.  Instead, they mischaracterize the interactions on the topic as being denied supplemental adjustments to complete the interior work.  This is false.

  
  I reported the status of repairs to my insurance adjuster, who notified me he received the apparent fraudulent final invoice for payment.  As a result, my insurance company may take legal action.  Recent communications have been limited to email, and the tone of these communications is openly hostile and unprofessional.  The irony is that when they get around to responding to me days or weeks later, they expect an immediate response.  I have many other projects and things going on, and my schedule doesn't always permit an immediate response, although I usually respond the same or the next day.

  
  I suspect they are doubling down on their fraud and inaccurate final payment due and will file a construction lien.  Unfortunately, as they have decided to become hostile (see attached email containing numerous falsehoods about actions taken), unprofessional, and unethical in response to my requests for assistance with providing quality control of the roof installation/replacement, they leave me with few alternatives but to pursue legal action myself.  I have already notified state agencies that provide oversight and their strategic partners of their actions.

  
  I'm puzzled how a company that purports to "install thousands of roofs per year" has no processes or customer service to communicate professionally and timely with their customers at each step, but sadly they don't.  It would seem a no-brainer to me for a company to provide a list of expected steps and actions to try and minimize any delays in obtaining necessary approvals.  Still, they failed to provide me with any consolidated list/information.  Instead, I would give something requested, thinking we were able to proceed only to face additional setbacks due to other requests.

  
  I have twice emailed the BBB POC to advise him of the hostility and problematic engagements I have received from ***** ****** at a First Choice Roofing, but he has declined to respond to me.  I understand the BBB is not an enforcement agency, but my emails illustrated how the other party is unprofessionally and illegally conducting themselves in the hopes that further assistance may be provided in the form of arbitration, legal resources, or the like.
  
  Sincerely,
  
  ****** ******
  

  Business response

  02/03/2023

  Since Mr ****** has chosen to involve legal counsel, we will have our own counsel reach out his and begin reaching a resolution. Please note, our company's future responses on the BBB forum to any of Mr ******** complaints is that any resolution he is seeking will be done through communication with our legal counsel only. 

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The A First Choice Roofing Contractor Removed All the Gutters and DownSpouts from Our Home and Offered a Very Small Credit for it, But I need a Replacement of All the Gutters and DownSpouts.

  Business response

  11/21/2022

  A-First Choice roofing replaced ****************** roof September 2022 as per her signed contract. ************** opted not to have her gutters reinstalled & received a "gutter credit" in the amount of $1,945.78 (noted on final invoice). If ************** would like new gutters installed, she will need to hire a licensed gutter company to do the work as A-First Choice Roofing does not do gutter sales or installation. We are happy to assist with providing another local gutter company referral if needed.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 1,2022 we had a new roof installed after being approached by salesman *************************. The job was completed in one day and inspection was done on 2/7/22 and it supposedly cleared the inspection. On march ******* I made several calls A First Choice Roofing because my roof was leaking already someone came out and claim he fixed it by adding silicone to the area he claims was missed. We had Hurricane *** and we got a new leak and a spot came through in our home once again I had to call several times and send an email to ************************************* to get a response. The guy come and put silicone on it. My husband had enough sense to put a cooler where it was leaking from the first repair and the cooler was full meaning the first repair was not done correctly! This is ridiculous! There is no way I should be worried about roof repairs and leaks on a 7 month old roof. This company come around get your business, collect your check, rush and complete the work in one day and then you catch h*** trying to contact them! I am very dissatisfied with the quality of work they have done! You know its poor quality when you have to call them twice within 7 months of a new roof! Buyers beware! This roof has been paid in full they rush to get your business but dont rush to fix their errors!

  Business response

  10/24/2022

  This issue was resolved the same day that this complaint was filed.  All issues have been taken care of. Thank you 

• Initial Complaint

  03/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It is said that this company offers a $100 discount (on a roofing job) if the customer leaves a positive review (on Google). Unless I'm incorrect, per the Federal Trade Commission (FTC), this is illegal. This falls in line with unfair and deceptive business/advertising practices as it falsely represents information regarding reviews of a business and also creates unfair competition among other businesses. You can see an example of people stating the company gave them a discount in exchange for a positive Google review in the attached photo. I tried following the "I want to report an advertisement that seems misleading and confusing." but this business does not come up in the search that way.

  Business response

  04/20/2022

  Business Response /* (1000, 11, 2022/04/20) */ A-First Choice Roofing prides itself not only in its work product, but also in its customer service by promptly and fairly addressing customer complaints and concerns should they arise. However, after reviewing our records, we have no prior or existing customers with the name of the individual who raised this complaint. Accordingly, this individual fails to meet the required criteria to issue a Better Business Bureau Complaint in the manner alleged. Moreover, not only does this individual misstate the applicable law but also misconstrues company policy. There is no existing company policy as the complainant described, and A-First Choice Roofing vehemently denies any and all allegations of "unfair and deceptive business/advertising practices." Feel free to let us know if you have any further questions or request any further response regarding this matter, as we would be more than happy to provide you with same. Consumer Response /* (3000, 17, 2022/07/12) */ Notice how they didn't deny giving people a $100 discount if they wrote a positive review online for them, and rather replied with a strategic statement, likely drafted by their attorney, saying it's "not their policy" to do that? For reference, Foster Gibbins from A First Choice Roofing is who went on my roof for an inspection asking if there were any hail storms lately, which is what initially tipped me off to fraud. Also, go to their Google reviews and read the review from seven months ago posted by a **** ****. She mentions right in her review how she had her roof done by them and that they tell you they'll give you $100 off the cost of your roof if you write a positive review for them. Unless I'm incorrect, this is illegal to pay people to leave positive reviews, and even if a customer is being paid just to leave a review in general the review needs to state the business compensated them to leave a review. This I believe is another roofing business in Florida involved in the fraudulent roofing crisis going on in the state.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This business constantly solicits in the Sundance community and blatantly disregards multiple no solicitation signs. They disrupt people like myself who work from home. This business needs to cease and desist any and all solicitation in neighborhoods where No solicitation is clearly posted. I have 2 signs at my door that are clearly labeled and I have cameras proving the signs were read and disregarded. It is harassment and illegal to solicite without a permit. Per my HOA no permit was provided nor will be provided to this company. I will be following up with a cease and desist letter to this company and the next time they come onto my property I will take any and all necessary actions against them.

  Business response

  03/16/2022

  Business Response /* (1000, 7, 2022/03/01) */ If reference to the solicitation complaint, we do not solicit roof sales. When we are in a neighborhood doing a job for one of our existing customers, we do offer free roof inspections to the surrounding homes in that area.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had a storm around the end of July 2021. I filed a homeowner claim 8/2021 due to a water stain starting to show on my ceiling mostly in the bathroom around the vent. They came out and told me to call the company who put the roof on because it was not covered by my homeowners. The roof had been replaced 10/5/2017 and was still under warranty. A person from the company came out in Sept. and told me that he had no idea why the roof leak was there and he would have to send someone else out who knew more about it. In the meantime the homeowners sent out a leak detection company who said the leak was related to missing shingles around the vent pipe in the bathroom. I have called the roof company multiple times and am unable to get anyone else to come out and look at the roof. The secretary told me that it was in the file that the leak was related to the solar panels. The vent is not near the solar panels and the solar panels have not been removed since installed. I have reported all of this. Meanwhile the leak in the bathroom is continually getting worse without any resolution from the company.

  Business response

  01/28/2022

  Business Response /* (1000, 10, 2022/01/04) */ We have reached out to this homeowner a couple times now and she has put us off due to having family visiting. Homeowner states she will call when we can come by to see what the issues are. We are more then happy to take care of anything that is due to the roof install. Thank you Business Response /* (4000, 13, 2022/01/13) */ A-First Choice Roofing prides itself not only in its work product, but also in its customer service by promptly and fairly addressing customer complaints and concerns should they arise. Upon contacting Ms. ***** ***** regarding her alleged concerns, we timely performed an inspection of the subject roof which was previously replaced on or about October 5, 2017. A good faith dispute arose over the cause and source of the purported bathroom ceiling stain, for which the customer claimed appeared after her property experienced a severe thunderstorm in July of 2021. However, A-First Choice Roofing ultimately reached an amicable resolution with this customer in addressing all the alleged concerns over the roof to her satisfaction. Ms. ***** went so far as to state that she was very pleased with the additional roof work and construction services provided by A-First Choice Roofing and its subcontractor. Feel free to let us know if you have any further questions or request any further information regarding this matter, as we would be more than happy to provide you with same.

*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. ↩