Complaints

This profile includes complaints for Chappelle Roofing, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Chappelle Roofing, LLC

  5725 Magnolia St N Saint Petersburg, FL 33703-1225

  
• 

  Chappelle Roofing LLC

  1638 Diana Dr Brunswick, OH 44212-3961

• 

  Chappelle Roofing LLC

  1638 Diana Dr Brunswick, OH 44212-3961

• 

  Chappelle Roofing, LLC

  1611 12th St E Ste D Palmetto, FL 34221-6473

• 

  Chappelle Roofing, LLC

  6304 Tropicaire Blvd 6304 Tropicaire Blvd North Port, FL 34291-4603

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:04/01/2025

  Type:Product 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 wrote the following email to Chappelle Roofing back on July 4, 2024 after they refunded me $2,115 of my $3,000 deposit. I had several conversations with Chappelle Roofing regarding my situation and it was understood that my decision to repair/replace my roof was predicated on two motivating factors: 1. ************ company at the time told me I needed to be contracted for roof repairs/replacement to reinstate my policy and that no insurance company would insure me without roof repair or replacement . (even though my roof was only 9 years old.) 2. We were waiting for a ***** from MySafeFloridaHome before we scheduled the job.I gave a $3,000 deposit to Chappelle Roofing in order to re-instate my home owners ********* the months since giving Chappelle the deposit for the job there have been unforeseen changes in circumstances. 1. ************ company (Citizens) lied to me. They refused to reinstate my policy even after i contracted with Chappelle and said I could re apply after work was completed. After months of frantic searching, I found an insurance company that would insure me without making any repairs to my existing roof. (for double what I was paying). 2. MySafeFloridaHome declined to offer me any assistance regarding roof repair or replacement.While I see Chappelle Roofing has a cancellation clause, my understanding was that clause took effect 3 days after the job was scheduled. We had not yet scheduled the job since it was unclear whether i would be replacing or repairing my roof. I can understand enforcing your cancellation policy under normal circumstances. These are far from normal circumstances. I feel *****ing me a full refund of my deposit would be the right thing to do. Therefore I am requesting an additional refund check of $885.00 to bring the total refund to $3,000.Although i was told i would likely get some additional refund, and that the owner would contact me . I have received nothing, not even a phone call from the owner

  

  Business Response

  Date: 04/02/2025

  
  Mr. ****** signed a contract on 9/12/2023 and nowhere on the contract does not it state this is contingent on these items as if that were the terms of it we wouldnt have had him sign the contract we would have told him wait until you have your situation in order and then we can sign and move forward. Mr. ****** also had the representative send him a full roof metal estimate as well so at that point in time he clearly was ready to move forward.  Mr. ****** emailed Chappelle Roofing on November 11, 2023, asking how long it usually takes for MSFLH.Chappelle Roofing replied on November 13, 2023, stating from our understanding they are waiting for funding. Again, ***** doesnt have anything to do with the contract Mr. ****** signed.  ************* was waiting for funding that was the only reason he was getting work done on the roof then he shouldnt have signed a contract to do so without proper funds. The next correspondence from Mr. ****** wasnt until April 11, 2024,stating he got denied by ***** and then he emailed again on May 29th 2024, stating he got insurance to cover him and he no longer needed the repairs.  Chappelle Roofing then sent his deposit back except for 10% of the contract amount as the contract terms state under the section Notice of Right to Rescind Contract.  We realize Mr. ****** states he thought is was 3 days after job was scheduled, but the clause clearly states, either party of this Contract may cancel the Contract by giving a written notice to the other party by certified mail or registered mail on or before midnight of the third business day following the execution of the Contract.  If buyer cancels contract after the third business day they forfeit the deposit and/or 10% of contract price.   There is no confusion of what the clause states and the terms of it.  The rest of his deposit was sent back to him immediately. As a business we did everything we were supposed to do, once again we are sorry for his situation however Chappelle Roofing didnt do anything wrong.  
  

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23139416
  
  I am rejecting this response because:

  The respondent clearly did not read my entire complaint. The reason I contracted with Chappelle Roofing was solely because my insurance company informed me that I had to a have roof repair order "under signed contract" in order to retain my insurance, and that no other insurance company would insure me. My decision to repair or replace the roof was dependent on what Mysafefloridahome would cover. In my conversations with Chappelle Roofing, they understood my situation. After contracting with Chappelle Roofing , my insurance company told me that they would not re-instate my policy until all roof repairs were complete (not Chappelle Roofing's problem , I get that). After an exhaustive search , I found an insurance company that would insure my home without the need for roof repair. That's when i requested a refund. It may be that Chappelle Roofing didn't do anything  blatantly wrong... however under the circumstances, are they willing to do what's right? 

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

  

  Business Response

  Date: 04/03/2025

  We read the response and again we understand his situation however it doesnt change the facts of this matter.  Everyone has their own circumstances and believes what is right in their eyes, however as a business if the business just gives everyone what they want because the customer believes it is right then they probably wouldnt be in business.  The business already has time and money spent before they drive to the lead, no one forced him to sign a contract he made that chose to do so without having the funds to pay.  The company did what was right as sent everything back besides 10% as contract states, and also we are talking 5 months later we arent talking a month or even two later. Even if you purchase something from the store you only have a certain amount of time to return it.  The company did the right thing.

• Initial Complaint

  Date:03/21/2025

  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.

  They will not remove the trash as agreed to as part of finishing the job. Theyre saying its not their responsibility

  

  Business Response

  Date: 03/24/2025

  We spoke with the Mrs. **** on Thursday 3/20/25 in the evening and told her that we would come pick up the trash with dump trailer on Friday 3/21/25 which was done early that morning before 9 am.  The trash wasn't Chappelle Roofings as we have photos which were sent to homeowner before we even started her project.  I have attached those photos, but we went ahead and picked up everything for her to help out which again was done before 9 am on 3/21/25 so not sure why the complaint was even made as it was discussed and handled as we discussed with her.  She also made a ****** review stating ***** Chappelle moved and Chappelle must be sold stating it is bs to her, we also replied one no ***** Chappelle exist that works here, and that Chappelle Roofing isn't sold and her sales representative ***** ***** moved out of state again nothing to do with the project or any truths about Chappelle Roofing. Job is finished; trash picked up which wasn't ours as discussed with her before this complaint.

• Initial Complaint

  Date:01/14/2025

  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.

  I paid Chappelle roofing a $5,000 deposit to start a roofing job- in which they started on January 14th. I work from home. My home is not even 5 years of age and I have invested a lot of money into the upkeep of my home. I go upstairs and there are nail holes throughout multiple areas of the upstairs- my daughters bedroom, my master bathroom, the closet, several areas where you can see nail holes- this is completely unacceptable- also the cracking in the interior has gottten worse due to the their improper installation/ I should not have my walls cracking- and separating- this house is not even 5 years of age I called the company and she said we may fix it- FIX IT- this should have never happened- I have kids and pets in this house what if a nail came through the ceiling and struck one of us was that even considered- I want my $5000 for the roof reimbursed so I can get my interior repaired as this company neglected to do their job properly- from what I was told they were using a defective nail gun- and now my interior in several rooms is damaged due to their neglect-

  

  Business Response

  Date: 01/14/2025

  We responded to the clients ****** review as well, and she has spoken with our production manager about this.  We started her roofing project today and she made the complaint, it was explained to her as why this could happen due to the vibration of installation and depending on who built house installed drywall etc all plays a part, but our roofing nails are not coming through her roof from us,and it is being installed correctly.  We are not being neglectful by any means, and she has had conversation with the production manager, and we stated we would be finishing the roof per contract, pass inspections etc before addressing any other items which again not due to neglect.  We even said we would address the interior small holes after completion of the roof.  There will not be a refund of *****, one being not that much damage, secondly, we said we would patch the little holes due to vibrations of the roof not due to our nails coming through the ceiling.  The job will be completed by contract, we will address what we need to address even though not our fault....

• Initial Complaint

  Date:11/04/2024

  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.

  We signed a contract for a new roof on August 6, 2024. The contract stated it would be complete in 3-4 days. We are at 39 days, 2 hurricanes with another on the way and one flood as of today. Chappelle Roofing ************ tore our shingles off on September 23rd. They left the roof with underlayment, but not to the *****, during both ****** and ******. We have a text thread conversation with ****** asking if they were planning to tarp the roof. He said we were fine. Since then, we have a very long thread of them blowing us off, not responding or telling us they would do something and then not doing it. For instance ****** told us he would be here this morning to take pictures of the roof. Weve waited all day for someone named ***** who still hasnt arrived at 4:47 pm. Nov 1. Chappelle is calling our roof complete, but water runs through the spots where we can see daylight. We didnt order skylights. The crew also left their trash on the party and it was full of beer bottles and cans. We want the roof completed. The material looks terrible because it was all left in our front yard during ******. Its warped and bent. This is the most unresponsive and unprofessional company *** ever had the misfortune to deal with.

  

  Business Response

  Date: 12/05/2024

  We are sorry for your experience but lets go over a few things.  You received estimates from several roofers according to your correspondence with your representative and finally signed a contract with Chappelle Roofing on 8/24/2024.  We schedule the crew to start tearing off and dry-in of your roof 9/25/2024, once the crew tore off your roof already had peel and stick underlayment therefore, we had to install synthetic so the high temp peel and stick could be installed correctly.  Your representative discussed this with you,and you approved the $2700 change order so Im not sure where the $3300 you mention came from as that isnt on your invoice anywhere. Your water heater pipe leaked previously and before the storm which the project manager discussed with you and was sealed. We replaced two sheets of decking as the rest was fine,so we replaced what we must so that it is up to code. In progress inspection was cancelled by ************** due to ***** ****** coming, so once we were able to get in progress inspection scheduled again was 10/22 and it passed if wood was rotten and bad they wouldnt have passed inspection or if was installed wrong again wouldnt have passed in progress inspection. Your roof was dried in so there was no reason to tarp, and you wouldnt let us back to property as you wanted to wait for your insurance adjuster as you called in a claim and your insurance company installed a tarp on your roof according to your messages.  You state the crew left beer bottles and cans on your property, but they werent all over your property they were inside a plastic bag in trash, you decided to dig through the trash and send photos, one could have been anyones empty containers and if was our crews could be from back of truck etc. so the implication that are crew was drinking while doing your roof absurd.  The owner does care and tried to discuss with you and come to property you didnt want us there and then stated you were obtaining legal representation, but then decided to text representative asking to send a crew out to your house. We were told not to contact her, and she is hiring an attorney then she sent a message asking when we were coming out.  The roof didnt leak due to faulty work, we had major hurricane, she wasnt overcharged,we have been back out after discussions with owner and client.  We have contacted our lawyer as well as homeowner stated they had one and we have been in contact with homeowner.  

• Initial Complaint

  Date:02/28/2024

  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.

  Had the roof on or home replaced due to storm damage. The work wasnt great, some minor damage occurred, and they left a bit of mess, but it was fast and adequate enough to satisfy our insurance. We paid half down before they started and were told we were to pay the rest after Chappelle gave us a certificate of completion. One month later, we received notice that Chappelles subcontractor filed a lien on our house because Chappelle didnt pay the subcontractor.. We paid the balance, but ********* never paid the subcontractor. It has been months since we paid in full. We are being harassed by the subcontractors debt collector and cant get Chappelle on tbe phone. The owner even changed his number.

  

  Business Response

  Date: 02/29/2024

  Chappelle Roofing completed the roof work in October of 2023,a payment was made on 9/29/23.  After the roof was completed Chappelle Roofing didnt receive another payment until 12/11/23 then another one on 12/18/23, lastly the final payment was made 1/4/23.  The subcontractor was paid in full and we will provide proof of payment and make the subcontractor remove said lien as it isnt valid as again they were paid.  I am not sure what number the homeowner has been trying to call but we at the office havent received any calls, and the owner has not changed his number so again not sure what number is being called but no phone numbers from Chappelle Roofing were changed.  We will make sure this issue gets taken care of ASAP and provide the homeowner with all the proof.  

• Initial Complaint

  Date:01/12/2024

  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.

  Chappelle roofing installed a roof on my house in October of 2021 According to a signed contract the roof carries a 20 years manufacturer and a 5 year labor warranty I contacted Chappelle a year ago in late March of 2022 and expressed my concerns about a leak at this time *************************** contacted me and said he was in town and was a no show At this time the company would not get back to me to take care of the repair On January 10th of 2023 my ceiling by said **** started separating I again contacted ***** Chappelle and he had an employee from ************ ******* contact me I explained I was in ********* **** and another employee from ****** **** by the name of ******* contacted me and asked for a picture message of my contract with Chappelle roofing which I sent and got verification it was received from ****************** tried repeatedly to contact ******* and he now will mot contact me back either ************ did shoddy work on multiple places on this roof and I had a very hard time getting them to correct just a couple of the poor installation problems there are still quite a few that werent even addressed to complete this project now that my ceiling is collapsing because of theyre shoddy work I am seeking that they honor their contract warranty

  

  Business Response

  Date: 01/26/2024

  ************ signed contract with Chappelle Roofing on August 29th, 2021.  The roof was completed in September 2021.  On south roof only we were to install taper system, on the other sections it was *** roof over.  On September 30th he called said was unhappy so our representative went out finished punch out items 10/8/21 and ************ stated he would pay when he got home, which ************ paid on 10/12/2021.  Chappelle received a call and ****** our ******* Production manager called and then realized this was an **** job, so ******* our representative in **** spoke with ************ on January 10th 2024 not 2023.  ******* also spoke with ************ on January 15th 2024, and ************ didnt want him to come over as he stated it needed to be 40 degrees to fix roof properly, ******* told him at that time it wasnt going to be in the 40s until March.  ************ also spoke with ******* on January 24th,2024 and ******* let him know he was out of town and would come by when he got back to ****.  ************ wanted his fascia done however that was not included on contract nor did we give him a quote to do the work, however if ************ had that work done that company would have had to mess with the *** roof over as it laps over edges so that would not be do to Chappelles workmanship.  So, when ******* gets back to **** he will go inspect as that was communicated with ***********.  Once ******* gets back and inspects to see if a Chappelle issue we will address everyone accordingly. 
  here...

  Customer Answer

  Date: 02/03/2024

   
  Complaint: 21137954
  
  I am rejecting this response because:
  I dont want to close this case until after ******* is back in town and comes over to satisfy me that Chappelle roofing is going to fix ******* according to their warranty agreement 

  After such time I will be happy to close this case
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/03/2024

  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.

  Had a new roof installed in October went north for the holidays came back roof leaks worse then before new installation called the company they came December 26 did a subpar repair the roofer spoke no English I don't speak Spanish so I called Chappelle's office and was told they are not responsible for any interior damage that the leak they caused I just installed new flooring that because of this leak has water damage new a/c system has damage. All this damage was caused by this leaking

  

  Business Response

  Date: 01/04/2024

  **************** signed a contract with Chappelle Roofing on October 24th, 2023 to re-roof the main roof.  It was about 5sq shingle we did not touch the carport aluminum composite roof.  We started his roofing project on 10/31/2023 and was done first November.  He called and stated it was pouring in his house and the leak was down the walls ruined his floor, he kept mentioning a ********** remote, never heard about ** until now but unless the ** unit is under his carport area, I dont see how that is possible. We went out on December 26th and explained where it was leaking,and it wasnt due to our roof, but we would go ahead and fix the transition area for him and did not charge him for the repair which was explained that was outside his scope of contract.  When the guys were there which speak English perfectly fine as ****** is our production manager so he is well versed in Spanish and English they took a photo of are you can see a small wet spot on the ceiling. There were no water marks down the walls and **************** did not show them the damaged floors while we were there, or remote or mention **.  I have attached photos of the small wet spot.  In our area we havent had much rain at all, and the spot was not leaking down to cause damage as he is claiming.  We also discounted his extras that are on our addendum he signed for double layer and wood that was used.  He paid ******* for roof was discounted the repair which again outside scope of work and discounted the additional charges.  The total amount discounted was 1800.00.  Not sure where he is coming up with ***** for damages, as one looking at photos there is no way, secondly didnt mention the floors to the guys on December 26th when they were there taking photo of ceiling and doing a repair, thirdly didnt have that much rain in that time frame which you will be able to see through photos.  **************** also mentioned to the representative that he would fix the floors and stuff he was mostly mad about his ******* remote.  So again, not sure how it goes from that and us explaining everything to turning into a BBB complaint stating false information.  *************** should have paid for repair and additional cost above contract amount which would have totaled ********, but Chappelle tried to accommodate and help so discounted it by ******** which is more than fair.  

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21089922
  
  I am rejecting this response because:  Chappelle's response is totally off base first the person that came to take photos of the damage took a lot more photos then the one little water stain that was submitted in your email and I did make it a point to make sure he saw the damage to the new laminate flooring as well as the water stains on the wall the water ran down and its not a tv remote it a a remote/thermostat for a mini split system that was destroyed by that same leak and as far as the gentleman that took the photos and did the repairs he did not speak English well at all if you would like to send a representative to see this in person instead of playing games and not seeing the facts as they truly are.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 01/08/2024

  We sent a representative thus where the photos of small wet ceiling came from.  Chappelle did a repair for free that was outside the scope of work originally.  ************** remote statement came from your original representative ***** who you called about the situation.  That is neither here nor there at this point. **************** spoke to ****** the production manager as he was explained the repair was outside scope and would be a charge.**************** didnt agree with that so Chappelle went ahead and took care of the repair anyway, which again wasnt due to Chappelles workmanship.   I am happy to send someone else out to take another look, however the facts arent going to change.  Nothing on the floor looks like severe water damage, the remote not sure on that, I know I have had batteries cause corrosion but that looks like something besides from water but again I am more than happy to send ****** the production manager who speaks English and Spanish just so we are all clear on that to take another look and explain again was not do to Chappelle.  As well as Chappelle discounted the change order on roof as well as did a repair for free. Not sure who is playing games *************** to your complaint on the BBB which I am supposed to do while stating facts.  The roof was discounted along with the free repair, not sure what else is needed to be fair.  **************** stated roof was leaking before so when was the new floor installed, also where did **************** keep the remote while it was leaking before?  He states in same area it was leaking but yet previous leak didn't ruin the remote?  This is just going back and forth, I will send ****** out if **************** would like and take a look.  

   

  Let me know how he would like to proceed 

   

  Thank you 

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21089922
  
  I am rejecting this response because: I accept a meeting with a representative from Chappelle to go over this issue please set a date and time
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/26/2023

  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 had some missing shingles after ***. My insurance company said the roof could be repaired and Chappelle Roofing felt the roof needed to be replaced. Chappelle roofing stated they would handle everything with USAA. I was asked to sign an agreement that they could represent me to the insurance co. I did not get a copy of what I signed nor did anyone explain to me it was a contract for Chappelle Roofing to provide service. During the next 6 months, USAA came out 3 more times to inspect the roof. All the 3 estimates did not meet my deductible. During this time I made many calls to Chappelle for information.These calls were never returned. On 03/16/23 I called again to explore me replacing the roof. I ended up firing them. I felt like I couldn't work with a company that was not going to include me in the process. I never heard from Chappelle Roofing after this phone call. In April I started interviewing Roofers. On 05/10/23 my roof was replaced with me paying$35,650 to Red Dog's Roofing. On 6/22/23 I received a text from USAA stating my claim was closed and 2 checks were written: $3500 to the lawyer and $24,500 to Chappelle Roofing. I contacted USAA and told them that I fired Chappelle Roofing in March. **** told me they had been sued. On 7/10/23 I contacted ************************* (the attorney where the checks were sent) . He agreed to contact ***** Chappelle (the owner) and get back with me. Eventually he stopped responding to my calls or texts. By 7/21/23 both checks had been cashed. Chappelle Roofing took the $24.500 for doing nothing. This money should be used to help offset my out of pocket costs. No one is returning my calls. In my opinion Chappelle Roofing's decision to keep this money is dishonest and certainly not ethical. I would avoid using Chappelle Roofing at all costs.

  

  Business Response

  Date: 08/17/2023

  Chappelle Roofing went to Mrs. ********** residence on 10/24/2022 as she was referred to us. USAA determined repair and not replacement it is at that time Chappelle stepped in and she decided to sign and Assignment of Benefits.  Chappelle tarped her roof and collected $****** at that time.  Chappelle did the line items estimate per the software insurance companies us and sent everything we are required to send to the insurance carrier and the law office we use in these situations.  An appointment with the adjuster was made in December, however he cancelled as he was sick.  ****************, the representative at the time,along with the law office was trying to get it rescheduled and this was stated in an email to *********************** on 1/30, then again with adjusters information on 2/13.  ******************** replied to that email on 2/15 saying thanks for the update. She did call in March and we reached out to the law office for an update as Chappelle can not control the long process that it sometimes takes, so we had no update to give at the time of her call except that we are trying to see where the insurance was at with the law office. There is a process to cancel the *** and that was not followed, and we have no record of ********************* cancelling. On 3/26 we finally received an update from the law office stating they intended to file, and we called ********************** She called on 4/6 wondering if she had to use Chappelle Roofing and again was explained the *** at that time and the process. Chappelle finally received a settlement offer on 6/14/23 and everything was finalized.  *********************** also received generated emails through our CRM system when we moved the job forward.  Her daughter called and told us she had it done by another roofing company on 7/25/23. ********************* got her roof done in May 2023 and Chappelle did not find out. Chappelle tarped the roof, created all proper documentation to submit to insurance,worked with the legal team to get a settlement, was in contact with *********************** and got the claim settled so there was plenty of work done regarding this claim.  On 7/26 Chappelle wrote an email to *********************** stating it has come to our attention she got her roof done with another contractor during the period of time we were negotiating settlement with ***************** pursuant to the *** agreement you executed with us.  Please understand that your decision to have your roof replaced with another contractor despite our agreement reflects a breach of contract.  In a good faith attempt to resolve this issue we are sending back your $500 deposit you put down towards your deductible and when you are ready for Chappelle Roofing to replace your roof as agreed.  Please feel free to reach out any time to schedule your roof replacement by Chappelle Roofing LLC. Also attached to the email was *** agreement for her records in case she no longer has a copy of the same in her possession. Let her know check would be sent out certified mail to the address on file. She emailed back as the attachment wasnt attached, we apologized and resent it over. She replied to the email on 7/28/23 about her concerns and an email was sent back on 8/1/23 explaining the situation again, and stating that the *** is clear in that all cancellations must be in writing submitted to Chappelle Roofing, and we assure that Chappelle is not pocketing the benefits negotiated through confidential settlement proceeding with her insurance company and that although the *** agreement replaces your roof with us in regard to the rights to the claim and in an effort to continue working with her in good faith we are refunding the portion of deductible she paid to us and told her she has the right and authority to request a roof replacement whenever she may need one.  Chappelle isnt pocketing the settlement it is set aside for Mrs. ********** roofing project when she is ready according to all documentation.  So, the claim and complaint that it is not ethical and dishonest isnt the case, Chappelle was never informed we werent doing the roof there has been contact, however we will apologize if not as much as she needed however, we cant control the process and Chappelle refunded her ****** she paid towards her deductible.  After the last email on 8/1/23 we have not heard from *********************** as we explained everything to her.  Again, when she is ready, we are ready to replace her roof. 
  

• Initial Complaint

  Date:07/21/2023

  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.

  Date 03/14/2023 Job Description: new *******. obtain building permit City or County 2 . Tear off existing and haul away debris.4. Inspect decking 5. Install new synthetic underlayment. Install Ice/Water shield 6Ft at all *****. 3Ft in all valleys.18 in walls, chimneys, *************** per City Code 6. Install eave drip, wall flashing, exhaust vents/pipe flashing, and ridge vent system.7. Install fungus resistant shingle roof with six nails per shingle.8. Chappelle Roofing will warranty workmanship for two years.Result: Breached the contract - Did not "Tear off the existing shingles" as agreed in the contract. As a registered roofing company we customers trusted you to follow the city codes and guidelines. According to the city inspector the company did not tear off the existing shingles but rather put on top of the existing shingles.

  

  Business Response

  Date: 07/26/2023

  Regarding the roofing project located at ***************************************************************. The roof was stripped down to the cedar shake after discussing it first with the homeowner from our previous employee, ********************The homeowner did not want to pay the added difference of the change order for the increased cost on her roof for it being 5 layers. The quoted contract was for the removal of a shingle roof and not a cedar shake roof. When the homeowner was informed of the increased cost, she refused to pay the change order. We cannot leave a roof torn off and uncovered, therefore the shingles had to be laid. She is refusing to pay us for the work and the change order. As a resolution, we told her that we would tear off the roof completely, down to the usable decking, if she is willing to pay us necessary amount for the scope of her project. After trying to work with the homeowner and resolve this issue,instead she is now threatening us with options that do not make any logical sense. Chappelle responded to **** state which homeowner sent complaint too with all documentation. We do not have a problem tearing off the shingle roof that is currently there, which at this point is an emergency tarp for water intrusion mitigation, only if she is willing to pay the contract amount to include the change order amount that is necessary to cover our costs. This was clearly outlined in the addendum that was provided in which she signed upon signing of the shingle contract.  Again, the state has a complaint and Chappelle responded to that with all documentation.  If anything, else is needed let us know.

   

  Thank you!

  
  

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20352255
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 07/27/2023

  Please see the attached document as a proof.

  Above text message is ( Before the project started March 15th) ( please see the attached text message)
  
  
  April 1st ( the day before project started) ( please see the attached text message )
  
  His reply to my text message - reminding him again and again on what our contract entails ) which is "TEAR OFF COMPLETELY" and all he said was  ( Kadra they need to move their car) didnt say anything about the cost of removing FIVE Layers according to the message I received yesterday) ( please see the attached text message on April 1st 
  
  
  April 2nd ( the day project started) ( ( please see the attached text message )
  **** sent me this picture of almost complete roof and still didn't mention anything out of the ordinary. By 11: am : You can see that they were completely done 

  
  April 3rd ( please see the attached text message) : I requested the following ( proof of payment to sub-contracts , complete tear off pictures and other documents related to the document) - No reply from *********;

   

  Note: at this point - I lost trust in him since he didnt want to send me a proof of complete tear off and also a proof that it has passed the inspection before I make any payment.  So I hired a third inspector to inspect the property and the results indicated what I was afraid would happen ( which says still Multiple layers -not complete tear off) . Two days later I got another bad news from the city inspector saying Unfortunately, the roof failed the inspection- because the contractor did not "Tear off existing shingles" as agreed in the contract ( ( please see the attached document 2:3 condition Roof inspection) 

   

  on April 7th ( please see the attached text message) : 
  I sent a text message to **** " About the failed inspection"  and what's our next step ( please see the attached images) 

   

  On April 10Th sent another text message ( please see the attached text message ) = no reply

   

  On April 28th: I received a text from **** explaining how busy he was  ( please see the attached text message) 
  

  May 8th _ I sent him a text message about whats our next step ( the city inspector said he cannot pass the inspection unless they have a note from the manufacture ) because they have breached the contract. = No reply  ( please see the attached text message) 

  
  Last text message I exchanged with **** was on May 9th the day he got fired ( ( please see the attached text message : Date May 9th @ 9:59 am) 
  
  I have sent an email to Chappelle roofing : No reply from Chappelle Roofing ( I have attached sample email I sent to Chappelle Roofing to no reply  up to now) the date was : April 10 @ 8:09 am

  
  I have also attached a the inspection Report from the 3rd Party
  2.3 Condition of Roof Covering Material: Roof appears to be installed correctly. Does not appear to be a complete tear off. There are multiple layers on the roof. Flat portion of the roof was not replaced.

  
  Note: I did not want to make the payment because Chappelle Roofing breach the contract by not doing what we agreed on . As of now the roof did not pass the city inspection. 
  Thank you!
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 08/18/2023

  I'm surprised that this customer is stating that we are not attempting to resolve this situation. We offered her what she asked for and she went silent for 3 months since that offer to abide by her request. Then all of a sudden we are being surprised by a BBB complaint stating that we didn't make this right, and we were never unresponsive to the homeowner. The offer to satisfy your demands can be made to **** at our **** location at **************. The city inspector and attorney general were notified of the situation and our attempt to resolve this matter.

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20352255
  
  I am rejecting this response. I have not become unresponsive it was the other way around. I have spoken to the city inspector and he stated that Chappelle roofing has to honor the contract.  I have shared my communication between me and the subcontractor that you fired as a proof.  What is the next step ? Either you let me go and I hire someone else to fix the problem that you created. Or you honor the contract agreement without a any cost . 

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

  

  Business Response

  Date: 11/01/2023

  The homeowner is providing photos of a text conversation with bias towards her favor and not the entirety of the text conversation that show both sides. Still ignoring the face of the glaring issue at hand here, which is the refusal to honor her contractual obligation clearly listed in her signed contract and refusal to acknowledge and pay for the increased cost of her roof. She has only paid her initial 10% deposit, which doesn't even come close to the costs incurred, and is refusing to pay for the increased cost of her roof clearly listed in her signed addendum.  If she is willing to pay for the tear off and installation of her new roof, we will get it done before end of year. She refused to pay her change order and she was in direct breach of her contractual obligation listed on her signed addendum acknowledging contract amount changes due to unforeseen circumstances, such as, additional layers of roofing. As you can see in the photos the roof looks great and we are willing to tear that roof off and put a new roof if she is willing to pay for it. Again, she was in direct violation of her signed contract by refusing to pay her change order and is now attempting to avoid paying entirely.
  
  

  Customer Answer

  Date: 11/04/2023

   
  Complaint: 20352255
  
  I am rejecting this response because chappelle Roofing seems to have a history of not listening to their customers complaints. I'm very upset that this company would not take full responsibility for what they did. Now ******* has legitimate damage that needs to be repaired. As you can see I have paid $500 - because they didnt do their job well. I have proof of all the communication I had with the contractor and also the city inspector.   Please see the attached pdf 

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

  

  Business Response

  Date: 12/04/2023

  There was never any work done on the homeowners fascia metal and never any damage reported to the fascia metal by the homeowner during the roof replacement process. She will probably report the other contractor to the BBB to get more free work done. Homeowner refusing to work with us and come to an agreement, not sure what else can be done as all attempts to contact her are being ignored and she is unwilling to come to settlement

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20352255
  
  I am rejecting this response because the Chappelle Roofing has damaged my property. I have provided tons of evidence including text message which I exchanged with the manager and pictures as a proof . I have attached some pictures of the roof that was falling apart. Keep in mind that the roof did not pass the city inspection nor the private inspector to due to breach of a contract. I really do not appreciate how they talk down on women- when did i ever ask you for free stuff - what makes you think I ask for free things? I believe this company is taking advantage of low income communities - I have read a lot of reviews regarding their misconduct. Please see the attached images. 
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 01/31/2024

  Better Business Bureau:

  I would like to reject the offer of Arbitration for complaint ID ********.

  Sincerely,

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

• Initial Complaint

  Date:07/11/2023

  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.

  On 9/27/22 we suffered roof damage due to Hurricane ***. On 10/25/22 my husband signed paperwork with Chappelle to repair the roof. When the paperwork was signed they wrote down the wrong email address and no one caught it so we never received a copy of the paperwork. They did not collect money from us at this time. Afterwards, we could not get an estimate of the cost to repair the roof. Their salesman, *********************** keep telling him his legal team was tryin to settle things with the insurance company, which didn't make sense since they already paid a settlement. This went on for months. Now we are almost nine months latter with holes in our roof. I called to tell them we were going to move on, they said that we couldn't because they have a claim on supplement's from the insurance company and they will not release it. Come to find out they told us they would charge us about $20,000 but they sent a quote for $43,000 to the insurance company. After many harassing emails, I will not allow this company on my property. I am just asking that they release their claim on the supplements so I can move on and get my roof fixed. In their contract it states we have the right to cancel if the assignee has not substantially performed and they have not.

  

  Business Response

  Date: 07/12/2023

  On 10/25/22 ****************** signed an Assignment of Benefits which was sent to the insurance carrier along with line-item estimate using same software insurance companies use. This was explained several times to ***************** when he asked ****************** for updates, as ****************** works right next door to Chappelle so in the early mornings he would talk to *******************  The emails always went through on our side so Chappelle didnt know email was wrong until brought to light later.  The Lebuffes received payment for their roof in November 2022 and deposited the money as Chappelle wasnt listed on check.  Chappelle reached out after that saying we needed a color and contract paperwork signed to be able to pull permit and complete roof and first check from insurance as was meant for the roof.  We received nothing and it was discussed as they were concerned about coming up with their deductible.  Also was explained of how insurance works we send estimate, insurance sends theirs and come up with an agreement in between.  Chappelle could have easily completed the Lebuffes roof back in December when we got word, they received the first check and didnt let us know.  We had reached out several times, then heard from ****************** who yelled and screamed stating we arent touching her roof, at that time Chappelle stated it was fine and she could cancel her ***.  ****** had recently called ****************** he stated we needed to talk to his wife so ****** called her and left a voicemail stating to call me back because we can order materials and complete the roof however no call was returned.  This review isnt necessary or relevant as we dont have a claim on the Lebuffes roof. She cancelled the **** and she was paid directly from the insurance back in November.  They absolutely got all the paperwork ***************** signed as the email was corrected in January which we have been discussing and emailing them to pay and pick a color to move forward.  All this being said the main point is she cancelled so not really sure why the review. Again, when Chappelle found out in December that they deposited the insurance money we reached out and tried to have them pick a color and all the many mornings ****************** spoke with ****************** there was no mention of them receiving a check, this could of all been handled back then.  ****** there were some misunderstandings and for that Chappelle apologizes, but this should all be settled now as the *** was cancelled and the homeowner can hire whoever they want to complete the roof.  We also offered to still do the roof clearly the Lebuffes dont want Chappelle to do their roof and that isnt a problem.  Hope this clears things up for everyone involved. ..