ComplaintsforRoof X, Inc.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After receiving the home insurance settlement check on the second week of April, I signed the check over to Roof X in error, they have not started the Roof replacement and interior repairs yet, but I trusted the money would be handled properly. Based on the estimate given I decided to let Roof X have this job completed to my satisfaction in a timely manner. It was the second week of May when Roof X decided to gather an inexperienced crew, I was so eager to have my roof replaced, that I didn't ask for all the documentation including the building permit. However, after the roof was replaced, I noticed that they broke a piece which was very noticeable in the front end of the house, obviously there was no inspection or Roof X would have brought it to my attention for being "experts" and offer to repair it. When I told the salesman about it, he said there was nothing to fix, so I took pictures and insisted on him taking a look. After a few days, without notice someone went on the roof to repair the damaged piece, but the salesman never followed up with me. I expected the interior damages to be repaired in the following days, but the salesman said have your son paint over the ceilings??? I started contacting customer service, but only had rude answers from the owner ************, I just wanted to have all my documents including the building permit, proof of inspection and a detailed bill for the cost of the roof but never saw this detailed bill. I realized how much Roof X paid themselves 4 weeks after the roof was replaced when I received a refund of only $1,439. This roof was overpriced! After overpaying themselves $2,562.04, it took Roof X nearly five weeks before they came to replace my roof, caused damage and didn't complete the job that the settlement money was intended for.Kindly, please help with a resolution since I was unsuccessful in trying to come with an agreement with this business and I will not put myself through more verbal abuse. Best ***************************

  

  Business response

  10/30/2023

  After further review of this claim it has come to my attention that the customer in fact owes ********************** money as I will explain in the following and have provided attachments to be reviewed. The customer initially contacted ********************** through our website and requested service for "tomorrow" she was handled quickly by one of our best sales representatives *******************. **** found that she had some qualifying storm damage on her roof and opted to have a claim filed on her behalf.  She then signed whats known as an RCV Insurance Agreement which states customer is responsible for deductible (see attached contract above) this was not a "cash contract". Any estimate provided in the past is totally void insurance contracts are based on insurance proceeds and she was explained this many times and signed for it 6-7 times (see above). Initially her claim was underpaid for a repair only but being the outstanding company that we are we went above and beyond and got her signed on with our public adjuster who was able to take her roof from an underpaid claim that only netted her $1,032.93 initially to a fully settled roof replacement with interior damages paid for in her estimate totaling $27,548.37 for both interior and roof. The roof portion of settlement alone was $22,885.77. Meaning thats what Roof X should have received according to our contract. Instead the customer kept her initial $1,032.93 payment from insurance company. The final settlement check that came months after we installed the roof was for $24,500.00. Roof X then paid the public adjuster his 10% fee out of that (see receipt above) and was left with just $22,050.00 which is under the settled amount for the roof. The customer then was further refunded $1,439.23 Chk # **** somehow mistakenly because technically she wasn't owed a dollar. She never paid a single ***** of her $5,505.35 deductible and yet somehow pocketed $2,472.16 off the claim. While Roof X was supposed to have received $22,885.77 according to our contract and the final settlement estimate but in fact we only received $20,610.77. The "broken piece" the customer is describing is a piece of aluminum fascia it was promptly replaced. The bushes the customer is complaining about weren't that important because she missed two scheduled appointments to go pick out new bushes we offered to have replaced due to some brown leaves on them. However to date there is nothing wrong with those bushes as the leaves have all turned green again. Her sales representative just happens to live about 9 houses down from her on the same street. After this correspondence I urge the customer to kindly leave this alone because if the issue is continued to be forced she will leave me no option other than to lien her home and go after her for money still owed on our contract. I do not wish to do that but after wasting 45 min of my day today and countless other attempts to smear my business I am in no mood to continue this. I will also provide a copy of the check Roof X received from settlement for verification. Thanks. 

  Customer response

  11/07/2023

   
  Complaint: 20329348
  
  I am rejecting this response because:

  The business, Roof X response is nowhere close to making an attempt to resolve the complaint.

  Pictures and documents were provided which prove their statements to be false.

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

• Initial Complaint

  03/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Had a roof replaced in Sept 2016 and it's already been leaking. We tried to make contact with RoofX called and spoke to someone on 3/7/2022 and they said they would come out and take a look. Since we hadn't heard back we called again on 3/10/2022 and the voicemail was full. We then went through the website and submitted a request in the "contact us" portion and have not heard back.

  

  Business response

  05/13/2022

  Business Response /* (1000, 7, 2022/04/13) */ This response was taken verbally by BBB: I called and texted the customer on 03/24/22 and have not heard back from them. The customer will need to return my call to scheduled warranty services. I will try reaching out one more time.

*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. ↩