ComplaintsforCitrus Contracting

• Initial Complaint

  12/07/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On Sept 22, we paid our insurance deductible to Citrus Contracting for a new roof. The insurance company paid us the money for the roof. A week later, Citrus contacts ** and asks us to pay the deductible, which we had already paid. Weeks go by. We lose our homeowners insurance because it's taking too long to get the roof. October 14, I talk to the rep, he doesn't know anything. I wait patiently. November comes and goes. Sketchy communication. No one will tell me when I can get my roof. I tell them I need it with 30 days or I'm going to have a problem getting any homeowner's insurance. Yesterday I get a text - Dec 6th- the rep is no longer with the company. In the text he tells me to contact the boss of this project- I email him-- then look at the news. HE (the boss) HAS BEEN ARRESTED FOR FRAUD. -- for fraudulently damaging and replacing roofs. I try to call Citrus and leave a message. Thank God I didn't pay them yet-- but I am contracted to them and I have paid them the $2500 deductible. Yes, I want ACTION and an explanation. *********************

  Customer response

  12/08/2023

  More info:  I contacted them 3 times yesterday Dec 7, I got voice mail, explained my concern and asked for a call back. NO calls came in. I contacted them again today, had to leave a message again. That was 2 hours ago. Still no call back. We are very concerned that we have been scammed by this company. We just want them to honor our contract.

  Customer response

  12/08/2023

  Here is the check they deposited

  Business response

  01/08/2024

  Hello, Thank you for taking the time to tell of your concerns. We greatly apologize for any inconveniences this may have caused you.We are cancelling the project and they money will be refunded back to the homeowner.Thank you

  Customer response

  01/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is regarding the poor quality of workmanship exhibited by Citrus Contracting during the installation of my roof in 2019. A recent interior leak has caused significant damage to my home. An inspection by three independent and licensed roofers corroborated the roof leak was caused by inadequacies in the original installation. Their unanimous conclusion was improper materials were used and incorrect installation methods were employed by Citrus Contracting. For example, a door sweep was used to secure flashing. Substandard and negligent workmanship has directly led to an interior leak and significant damage to my home's interior walls and its wooden supports. Citrus contracting has disclaimed any record of involvement with my property or the previous owners despite a completed permit issued to Citrus (Donovan) Contracting License # *********** This denial of accountability is concerning and perplexing since the permit was marked as approved and completed in the Seminole County records. Citrus Contracting declared even if the records were found, the two-year warranty period has expired absolving the company of responsibility. The damage incurred stems directly from the faulty installation carried out by Citrus Contracting, and I implore the company to take responsibility for rectifying this situation promptly. I am requesting Citrus Contracting to take immediate action to fix the flashing on the roof, stop the current leak, and rectify the damage caused by the inadequate roof installation. I trust that Citrus Contracting, as a reputable and responsible contracting firm, will prioritize customer satisfaction and address this matter expediently to restore my home to its original condition.

  Business response

  11/27/2023

  Hello, Thank you for taking the time to tell of your concerns. We greatly apologize for any inconveniences this may have caused you. We have spoken with this homeowner and explained that the warranty was not properly transferred upon purchase of the home and is now expired.  Thank you

• Initial Complaint

  08/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Citrus Roofing, Total Home Roofing and **** all the same. After hurricane Ian had roof damage. A neighbor salesmen in ****** ****** **** ****** approached me. He gained my trust and said roughly $28,000 for roof but they accept what insurance pays. They filed a fraudulent insurance claim to ********* Insurance for $50,054.32. I signed contract 10/22 without a total amount on it. They tarped my house twice and charged insurance $8,249 for tarping and $38,684.19 plus for roof. My roof was replaced around March but not without sloppy work etc. I have waited for roof to be inspected by Collier County. It has not been and permit expired. On 8/7/23 received a bill for $$47,515.14 minus the $10,000 down payment payment due now. I was able to talk to someone and told I need to pay at least 85% of it now. The one issue I had was leaking fascia board and was assured it would be corrected. It is leaking with hard rain. Now contacted by a Jonathan to schedule a walk thru. On a roof? I was shocked ********* paid the fraudulent quote and actually thought the insurance company was paying me for the roof in addition to other work I had contractors doing. I know now it is an unscrupulous company. The insurance commissioner may be interested in the quote sent to ********* Insurance.

  Business response

  08/25/2023

  Hello,Thank you for taking the time to tell of your concerns. We greatly apologize for any inconveniences this may have caused you. A walkthrough with a field manager is needed to determine the cause of the leak. That walkthrough was completed on 8/17.The work completed was submitted and  appoved by the insurance carrier. There was other work listed on the scope that was marked on our end as work not being completed and removed from the invoice for interiors,screens,gutters, soffit and fascia. The homeowner was responsible for their deductible this is not an inital deposit. At this time we are still owed the balance of the project.  Thank you

  Business response

  09/13/2023

  Hello, The claim is not fraudulent and we do not have any authority to raise a premium on any homeowners insurance policy. We have no control of any other roofing company pricing or what the insurance will allow for services. These are numbers approved by the homeowners insurance carrier. The roof cost is based on many factors such as code upgrades and unpaid line items, permitting fees and wood costs . The homeowner can contact their insurance company for further clarification and to discuss what they have approved within the claim.
  The permit extension has been filed and approved. We have also called the building department to get further clarification and will be setting up an appointment to meet with them directly.

   

  Thank you

  Customer response

  09/18/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *********

  The reply sounds like it was sent using Ai They submitted the overly inflated numbers to the Insurance company.  I never said anything about them having anything to do with premiums.   My comment was companies overcharging will result in increased premiums for policyholders. 
  

  This company has been terrible not following thru for 7-8 months to get the job inspected.  I have inquired several times about inspection wanting to be able to put my pool solar panels back up. This company has been terrible with follow thru. The one area is still leaking where roof attaches to lanai. I was assured by project manager they would definitely correct it. I want to negotiate the balance for so much inconvenience from start and who knows when it will be finished. I will have to hire a reputable company to fix the leak in the future as don’t believe the warranty will be worth the paper written on. 

• Initial Complaint

  06/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Insurance claim ********* was filed against ******* and ******* ********* ****** insurance policy for roof damage. ****** went insolvent and the claim was handed to ******* ********* ******** ************ ***. “****” to handle. **** provided a release of claims for $14,487.91. However, Citrus Contracting instructed the homeowners not to sign the release of claims because the total amount was incorrect. Citrus Contracting informed ******* and ******* *hirley that they would submit a request for adjustment to ****. Since then, **** has been unresponsive and Citrus Contracting continues to direct the homeowners not to sign the release of claims form. **** will not release the claim funds to the homeowners until that is signed. ******* & ******* ********* main concern is that Citrus Contracting has not received payment beyond the $2,500 deductible that they paid and may place a lean on **** ***** ***** ** due to non-payment. Additionally, the homeowners assume there are time constraints on this claim given the insolvency of ****** and are concerned **** may not pay the claim. As of 2/3/2023, **** says the claim is closed, however, Citrus Contracting and the homeowner never received any funds. The homeowners have contacted **** numerous times and have not received a response within the last 101 days, despite requesting via email (in writing) it be reopened. Likewise, Citrus Contracting is unresponsive and will not respond to concerns about a lean being placed on the home.

  Business response

  06/21/2023

  Hello, Thank you for taking the time to tell of your concern. We greatly apologize for any inconveniences this may have caused you. We have placed a few calls to the homeowner and w able to speak with them today. We explained what was happening on our end and what was needed from the homeowner. We also assured them while this is being worked out there would be no lien placed on the property. We will be waiting for the homeowners wife to give us a call back to discuss further. Thank you

• Initial Complaint

  04/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  After hurricane Ian, two Citrus representatives approached us about helping do repairs. Our house was damaged the roof had leaked on the master bath, we do not know about other damage because we had a blue tarp put on the whole roof. The gutters were damaged, our shed was damaged and our fence was flattened. We were told they would contact our insurance company and take care of everything including using their attorneys if needed to work with our insurance company to cover the expenses. We agreed to use this service. 11/30/22 Claim * ** ** ************ Sales rep was Pete S*******. We provided him with all the documents from the ins Adjuster. After several weeks with no response we called. Since then we made multiple calls to be told Pete did nothing for our claim. The claim was reassigned to David J****, an estimator we were assured he would take care of this. Several more weeks go by with making weekly calls being told things were in process but no contact to us to update us. Today we called again, we were told that the new sales repwe do not know a name, also did nothing and they were in the process of assigning a new sales rep (now the 3rd). We informed Carmen who was the only rep who we spoke to who tried to help us, that we were cancelling their services. We did not pay any money to them. This company lacks a moral conscious and should be ashamed of themselves. The trauma of the hurricane was emotionally damaging enough. But the horrible, neglectful treatment by Citrus Contracting has severely affected our emotional well being. We would not recommend this company to anybody.

  Business response

  04/18/2023

  Hello, thank you you taking the time to tell of your experience. We greatly apologize for this this inconvenience. We have canceled the project per the customers request. Thank you

  Customer response

  04/20/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  03/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In June of 2021, Citrus Contracting acknowledged they were responsible for destroying my surveillance system/cameras due to their negligence. They did not tarp the roof leaving it uncovered overnight. It rained and the roof leaked into our multiple rooms in our home. After many attempts and months working with them we are frustrated and still without cameras. My husband and I have dealt with over 6 different representatives, explaining the situation in detail each time, providing evidence (pictures, videos, etc,) being reassured they would make it right. I’m getting farther away from this being resolved. They are now asking me to pay some random remaining balance and that I should be happy with the $1000 they are offering to pay ONLY after I pay a remaining balance! My only responsibility was to pay my $1000 deductible, which I did.

  Business response

  03/03/2023

  Hello, Thank you for taking the time to tell of your concerns. We greatly apologize for any inconveniences this may have caused you. We have looked into the claims noted in this account and the homeowner was credited for the damaged camera. Thank you

  Business response

  03/15/2023

  Hello, we have uploaded the invoice and highlighted the area where the discount for damages is shown. Thank you

  Customer response

  03/19/2023

  
  Complaint: ********
  
  I am rejecting this response because I already paid my deductible of a $1,000, again my only financial responsibility in this entire process. Also, I am am still out of cameras which were working just fine prior to your negligence. Your credit does not come close to what I’m am being quoted. This is unacceptable. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Citrus Contracting was managing the roof installation that I had purchased from Total Home Roofing. The project was scheduled for Wednesday January 10th 2023, The material was delivered on Tuesday January 9th.******************* came and posted the roofing permit and said the crew would be there the following morning. His shirt indicated that he was affiliated with Citrus Contracting LLC whose name is on the contract as well.No one showed up on Wednesday Jan 10th 2023. Around 4:30 ***** contacted me indicating that the crew assigned never showed up. I was ready to post pone until next week because of the rain forcast for Friday morning. ***** guarteeded me that even if the roof would not leak once the peel and stick was installed.A dumpster was delivered later that day and a crew showed up at 7:00am on Thursday. They did the tear off and installed the peel and stick felt roofing. They left at 10:30 indicating that was all they were scheduled to do. The inspector arrived before they left and approved the installation. They were short some material and it was delivered later that day. The crew returned to install the material delivered and said they would be back Friday to complete the job. The rain came Friday morning and the water leaked into our ****. Calls were made to ***** and Total Home Improvement. I was assured that someone would call me when someone was on the way. No one ever called and no one showed up. Today is Saturday morning and I cannot get any information from anyone as to when our roof will be completed. If it rains again, it will leak again. It needs to be completed now!

  Business response

  01/19/2023

  Hello, Thank you for taking the time to tell of your experience. We greatly apologize for any inconveniences this may have caused you. We have reached out for some information on this claim and the roof has been completed and the walkthrough paperwork has been signed by the customer. Thank you

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Citrus roofing put a brand new roof on our home in June of 2021. A few months later we got a leak in one of the bedrooms. That was resolved by the company but now we have had another leak in June of 2022 and the company is not resolving the problem in over 6 months. The company has come to our home 3 times claiming they fixed the issue but the roof continues to leak. Now it has been about 3 months since anyone has come out even though we contact them to make an appointment on a weekly basis. They have scheduled two separate appointments since the first three appointments and the company just does not show up. Every time we call they do not seem to have an answer as to why they do not have anyone show up at the time they have told us they would. Our warranty expires in June of 2023 and we still do not have our roof fixed.

  Business response

  01/06/2023

  Hello, Thank you for taking the time to tell of your experience. We greatly apologize for any inconveniences this may have caused you. We have spoken with the homeowner and scheduled the repair. The materials for the repair have been dropped off on the side of the home today. Thank you

  Business response

  01/20/2023

  Hello, all repairs have been completed here, The customer has expressed that they will let us know when they are ready for interior repairs. We will await their request.

  Thank you

  Customer response

  01/29/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Started in May 2022. Had some leaks starting throughout my home. My next door neighbors house was having a roof put on at the time. Company did a fabulous job so I asked them to take a look at mine. According to them I needed a new roof. They submitted it to my insurance company and it was approved in June 2022 for about $16,000. Come time to replace my roof in July/ august 2022 there was no supervision at all and one maybe two guys at the most doing the job. A bad job at that. I took pictures throughout the project and felt it wasn't right. Didn't look anything like my neighbors at all so I called the company and of course the assured me it was right and if not they would make it right. Job completed and 2 months later I have leaks in the same exact spots as before. How is this even possible?? It was like nothing was done at all. So I called again. A couple weeks later they send a guy to assess the problem who says he had a bad back and couldn't get on the roof or attic but he can see the damage from the driveway. Okay!! About 3 weeks later a repair guy comes. Doesn't know what he is repairing but then continue to NAIL on tarps with nails and tar paper on to my new roof, then uses clear caulk on top of brand new shingles above my garage to seal any leaks. More damage created. Who does this !!!! Needles to say I have tried contacting this company several times and no response on how to resolved this. So I had a public adjuster come to look and he says this was done very poorly and should have never passed inspection. Wow! This is my home, my biggest investment I'm trying to protect. I have given this company many chances to come and do the right thing and redo this mess of theirs that they created. I just want a new roof as they promised and it is not a new roof. That's all I'm asking. If not then refund my money and I'll go elsewhere. NO RESPONSE. AVOID THIS COMPANY AT ALL COSTS. NO GOOD!! THE WORST COMPANY EVER.....

  Business response

  01/05/2023

  Hello, Thank you for reaching out to tell of your experience. We greatly apologize for any inconveniences this may have caused you. Our field manager spoke with the homeowner on 1/4 and set up a walkthrough date of next week, He advised that after the walkthrough the repairs will take 2-3 weeks. Customer was understanding with that timeframe. We will keep the homeowner informed with every step. Thank you
  
  
  

  Business response

  01/31/2023

  Hello, we sent a field manager to the property to look at the issues noted in the complaint. We are aware of the need for a repair here and we have been in touch with the homeowner to set the expectation on the time line, They are aware of the timeframe as noted in the complaint. There is a need to repair shingles and seal around a vent. The homeowner suggested they had a leak, there was no evidence of a leak upon the field managers examination but when the roofers come to fix the damaged shingles they will also check that area again to ensure that there is no leak.  The field manager has also reached out to the homeowner again today to let them know that the crew will be arriving to look at the materials necessary to complete the repair and then we will be there tomorrow to complete the repair in full. Thank you 

• Initial Complaint

  12/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contracted Citrus Contracting to re-roof my house in June 2022. Work August 2022. The Citrus roofing crew had to replace plywood and 2/4s on one side of my house, The job required removing the aluminum fascia. The Fascia was bent. I was giving a punch list and was told someone would be out the following week to replace the Fascia. No one showed up. I mailed the initial insurance company payment plus my deductible In September I was told my problem would be resolved. Two people from ********** Roofing showed up a few days later. They looked at the Fascia and said they did not have enough material. They called a Supervisor who told me materials would order and installed the next week. No one has showed up. Several phone calls with Pat in Account Receivables resulted in promises to have the work completed but again, work has not been done. I will not make additional payment to Citrus Contracting until they replace the Fascia They Damaged. I also Regret Contracting With Them and Will Never Recommend Citrus To Perform Any Type Of Home Contracting Work

  Business response

  01/05/2023

  Business Response /* (1000, 5, 2022/12/05) */ Hello, Thank you for taking the time to tell of your experience. We greatly apologize for any inconveniences this may have caused you. The customer has been contacted and explained that the materials needed have been ordered but the particular measurements needed are not in stock. We will continue to work on getting the material's to complete this project to satisfaction. Thank you Consumer Response /* (3000, 7, 2022/12/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you but their answer is not sufficient for two reasons: 1. I received a text yesterday regarding the parts delay. Why couldn't they informed me before instead of ignoring my calls and emails. 2, I received a letter stating they are placing a lien on my property for the balance due. WHY? Since the reason they have not been paid fully is because THEY HAVE NOT COMPLETED needed work. As a result of their action, maybe I need to consult an Attorney and/or reach out to the Local Media because their placing a lien on my house implies that I did something wrong. Not SO!! Business Response /* (4000, 9, 2022/12/09) */ Hello, our field team went to the property over the last two days on December 7th & & 8th to complete a few repairs, we completed a repair on the fascia and added a section to the ridge vents. Thank you Consumer Response /* (2000, 11, 2022/12/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Work was completed 12/08. I mailed a final payment check via Certified Mail to Citrus Contracting 12/09. Thank You BBB for assisting me. I believe I would had a different outcome had I not filed a complaint 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. ↩