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:01/21/2025

  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.

  Following a complete roof replacement conducted by your business as part of an insurance claim, the roof is unfortunately leaking and remains unfinished.

  

  Business Response

  Date: 02/11/2025

  Good afternoon,

  We apologize for the delay in responding to this complain as the email address is having issues and not receiving emails. Please provide a copy of the certificate of workmanship warranty and also keep in mind that any issues after the hurricanes ****** and ****** have to be reported to the homeowner insurance because the warranty does not cover damages due to events like that.

  Thank you.

  Customer Answer

  Date: 02/24/2025

  Regarding claim #********, we respectfully request a review of the decision to reject our claim for the 2023 roof replacement. While permit documentation confirms a full replacement, we've experienced premature sealant failure leading to attic leaks, as evidenced by submitted photographs. This level of deterioration is concerning given the recent completion date, and raises questions about the quality of materials and workmanship. We kindly request the warranty inspection as advertised, rather than the insufficient communication and dismissal we received, particularly given the advice to file an additional insurance claim without proper review. We believe this resolution is unsatisfactory and does not reflect the expected level of due diligence from your company. We want a satisfactory resolution with an honorable solution fornwhat was expected versus what we are currently experiencing. We look forward to hearing from you soon.

  

  Business Response

  Date: 02/25/2025

  Good morning,

  Thank you for uploading the picture of the roof, as you can see in the picture the wall is not properly stucco and the window is also a source of water intrusion that creates leaks. I know is just easier to blame the roof performance, but it happens that the roof is the only new part of the house in that area. I recommend that everything have to be inspected and not only the roof because per the picture uploaded, I don't see that the roof is the issue.

  Customer Answer

  Date: 02/25/2025

  Complaint: 22836184

  
  

  I am rejecting this response due to the following: Reviewing the provided photograph, which depicts the same the condition at the time of roof replacement by your company. Its reveals that the roof replacement was performed as per the insurance claim. However, per your review now the damage appears to be limited to stucco repair? This raises concerns about potential insurance fraud.   Furthermore, if an inspection and subsequent roof replacement occurred, the documentation should comprehensively address all necessary repairs, not just the roof. We have temporarily sealed the affected area  pictured with roof tar, resolving the leak in that area. Therefore, the issue appears to be sealant-related. Since the stucco is adjacent to the roof and the seal is compromised, shouldn't this have been included in the initial repair report and work performed?

  
  

  Sincerely,

  
  

  **** ******

• Initial Complaint

  Date:08/26/2024

  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.

  Smart Choice Roofing Did my roof 9/2021 . As of 2 weeks ago my roof is leaking. I had 3 different roofing companies come out and tell me there was no slope put in over the flat roof, water is pooling up and leaking in the master bedroom and bathroom. I have damage to my ceiling and water in the bathroom light fixture. I have called Smart Choice roofing several times in the last 2 weeks and they are not returning my phone calls. The roof is under warranty with Smart choice. I should not have to pay for this. I need repair urgent, water is leaking and damaging ceiling.

  

  Business Response

  Date: 08/30/2024

  Please provide a copy of the certificate of warranty.

  Thank you.

• Initial Complaint

  Date:05/24/2024

  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.

  Smart Choice roofing put a new roof on our house in May of 2020. We have had several leaks over the last 4 years. He has had one of his workers come out and repair them, however we had one in December of 2023 and since then he has not responded to our calls. He really just needs to replace a section of the roof that keeps leaking. It is still under a 5 year warrenty. We have called and left messages at least 15 times and he is not responding.

  

  Business Response

  Date: 05/31/2024

  We initially had some problem which were taken care of.

  We inspected the last request from December and found that the ceiling is peeling off but is dry, meaning is not roof related. The ceiling was inspected after at least 8 hours of rain the night before and it was dry with no sign of water.

  The homeowner needs to contact a licensed professional related with that type of issues to inspect the reasons for that ceiling peeling off.

  Customer Answer

  Date: 06/01/2024

   
  Complaint: 21751117
  
  I am rejecting this response because:
  Angel came by. Said the ceiling was dry at the moment. He saw water damage spots from previous leaks. He said give it a couple days to see if it looks wet.This was last December. ****** came by before that and said the roof was installed incorrectly. He said whoever installed it did a poor job. He peeled up some seams and tried to repair them and put a bunch of roofing tar up under the overhead, but he said the road roofing did not go up under the overhang far enough to stop a heavy rain. This is not a large area of the roof we are talking about. It would not take a lot of work to replace this area of the roof. It has leaked at least four times and caused water damage at least four times you have been out to repair the ceiling at least twice and I still have two areas that show previous water damage , I feel since it was installed incorrectly you should at least come out and replace that section of the roof. Otherwise, it was a very poor job that you left me with and I will not be satisfied. 
  Sincerely,
  
  *******************

  

  Business Response

  Date: 06/10/2024

  Lets clarify some things here:

  1- ****** can not have a conversation in English because he dos not speak the language.

  2- Why he will say that about the work he did himself.

  3- ***** inspected the area after more than 8 hours of raining so there is no reason for the ceiling to be dry with an active leak.

  Please attach pictures of all the wet areas you have right now to this email ***************** and we will coordinate the repair if it is roof related.

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21751117
  
  I am rejecting this response because:
  ****** does speak a little English and it was enough for him to tell me the original job was not done correctly. He had to heat up and pry up the original work and then add some roofing tar. He also said the rolled roofing did not go up Under the overhang far enough to stop the water. ***** came out on the other leak after it rained he did say that it was dry at the time, but he peeled back the peeling paint and said that it had leaked previously because he could see mold. I sent you these pictures in the past , I have been trying to get a hold of you for several months. We have even tried to call different phone numbers we left messages on your answering service. I texted you emailed and that is why we had to file a complaint. This is the fourth time in four years that that section of roof with the rolled roofing has leaked . 
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/15/2024

  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.

  Smart Choice Roofing removed solar panels and "replaced" the entire roof at ***************************************************, in 9/22. The company offers a 5 Yr Warranty. The house is now under contract, and the inspection found several concerning areas of the roof that is less than 2 yrs old. Smart Choice WILL NOT RETURN ANY PHONE CALLS,and this puts the seller (and buyer) in a very bad situation. This needs to be resolved, and Smart Choice needs to stand by its work. The seller and I, (her realtor), and the buyer's realtor have called numerous times - so that the answering service knows who we are! The new roof was a selling point when the current seller purchased the home.

  

  Business Response

  Date: 03/20/2024

  I see there is a lot of missed information here:

  1- We provided the roofing service for *************************. Please see labor warranty attached.

  2- We are not a solar company, so we did not removed or installed (replaced) any solar panels system.

  3- We did the roof and passed the inspection as you can verify on the county records, everything was up to code otherwise the county inspector and home inspector used when ************* sold the house back in 10/5/2022 would have pointed out.

  4- If the solar company offered 5 years warranty you must call them because we offered 1 year to ************* and you can verify that with the copy of the document attached.

• Initial Complaint

  Date:11/06/2023

  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.

  Got new roof from this company it is now leaking. Company is unreachable to get warranty on new roof.

  

  Business Response

  Date: 11/06/2023

  Mr ***** is not a customer of the company. He stated that he bought the house and the roof was replaced. We looked in our record and the roof is over the time given for warranty but he still want us to go over without paying.

  Customer Answer

  Date: 11/07/2023

  On their website it says 5 year guarantee. The roof was replaced in dec 2021. I should be covered. This business refuses to answer phone calls or emails. It's sad this is the only way to get thru to this company. They can just call me at ************

  

  Business Response

  Date: 11/13/2023

  When a customer sell their house, he or she has to transfer the warranty by contacting the company and that is when the warranty is explained to the new owner.

  For the new person info:

  - 5 years warranty: PLATINUM

  - 3 years warranty: GOLD

  - 1 year warranty: BRONCE

  When the contract is signed the customer have the option to buy a 3 or 5 years warranty plan. The 1 year is included with every reroof. 

  The original customer got the one year since he rejected the other two options.