Complaints
This profile includes complaints for West Orange Roofing, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 10 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/29/2025
Type: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.
The salesman for West Orange Roofing came out to give me a bid on replacing my shingle roof. We both climbed onto my roof to measure and visually inspect it to determine what would be necessary to re-roof my home. We agreed and I signed a contract for a Total price of $6,900.00 on 1/20/25. I was told that I would be required to pay one-third of the total contract upfront, however, when paying, I was asked to pay one-half and wrote my check for $3,450. The salesman explained, "they must have changed the required down payment." I repeatedly asked for a paper invoice. I finally received my first written invoice from them today, 3/26/25, accompanied by a Notice of Intent to ****. I am questioning the unauthorized charges of $2,118 added to my original bid. This amount included 200' of fascia and furring strip ($7 for the wood and $3.50 for the strip) totaling $10.50 per foot installed). My entire visible fascia of 150' Cedar Wood (rot resistant) was replaced with 150' of White Pine (will rot), and they billed 50' more fascia than exists. The proposal made no mention of fascia replacement, and I was neither consulted nor did I authorize any change orders for the fascia. I believe this omission was an unscrupulous tactic to create extra charges. I asked them to come and re-measure. They responded with the threat to Lien my home. I am also questioning the installation of a vent range cap, which is non-existent; (4) off-ridge vents, (2) vents were installed (2) were not, no credit was given; gave me an allowance of $150 for (2) sheets of installed 1/2" plywood to replace unseen rotten wood. My roof deck requires 3/4" material, not 1/2". When I called to discuss my discrepancies, they threatened to Lien my home if I didn't pay. The Notice of Intent to ****, states the original contract was $9,018. My written bid states $6,900. Their notice also states that there were zero changes/additions to the original contract. I seek your guidance for resolution, thank you.
Business Response
Date: 04/07/2025
Homeowner signed contract which includes unforeseen bad wood replacement including fascia. Notice for intent to lien is only sent after non-payment. Credit was applied for 2 sheets of plywood.Business Response
Date: 04/07/2025
Date Sent: 4/7/2025 11:19:41 AM
Homeowner signed contract which includes unforeseen bad wood replacement including fascia. Notice for intent to lien is only sent after non-payment. Credit was applied for 2 sheets of plywoodCustomer Answer
Date: 04/07/2025
Complaint: 23133302
I am rejecting the response from West Orange Roofing, Inc. for the following reasons:
1. West Orange Roofing did not address the fact that they did not prepare or deliver to me a change order to replace ALL of the fascia before doing so. All fascia was visible at the time of the roof bid, and was not mentioned by the salesman. Perhaps a better or more honest estimator would have avoided this problem.2. West Orange sent photos documenting the wood that needed replacement, all except for the fascia. They furnished me with many photos but none showing damaged or rotted fascia. The only photo I received was of them installing new fascia. My original fascia was constructed of cedar wood, which is rot resistant. It was replaced with white pine, without consultation.3. Four off-ridge roof vents were proposed, but only two were installed. No mention of credit given.4. An unknown range vent cap was outlined in their cost proposal but there is no range vent.5. The dispute that needs addressing is the replacement of all of the fascia without my approval or consultation, which encompasses 200 linear feet of 1 x 6 and 1 x 2. The extra charges for the fascia wood resulted in an increase of my contract by approximately 30%.***** ******
Sincerely,
***** ******Business Response
Date: 04/07/2025
Please see attached Invoice & Estimate.Business Response
Date: 04/07/2025
Date Sent: 4/7/2025 3:11:04 PM
Please see attached Invoice & Estimate.Customer Answer
Date: 04/10/2025
Complaint: 23133302
I am rejecting this response because:Although I believe that I saw somewhere that I have a new response from the business, no where can I find that. The last business communication from West Orange roofing was dated on April 7 at 11:19 AM. What has transpired since that date? Do you have another response from the business that you can share with me addressing all of my complaints?
Sincerely,
***** ******Customer Answer
Date: 04/14/2025
This is my final response to this complaint. I am getting nowhere with the details I have laid out for West Orange Roofing. They keep skirting my deepest issue about replacing my Cedar Fascia with white pine, in total, which was not necessary or visible at the time of the bid by their salesman. Nor was the rotted fascia documented by photos, which they adamantly use photos to show damaged/rotten wood needed replacement. Here is my final bullet count that should at least be documented within the BBB about West Orange Roofing. WOR did show $6,900 as my original amount owed, same as the copy that was left and signed by me. Therefore I am not attaching the contract here, again.
1. West Orange sent 56 photos, none of which showed rotted fascia. Exactly my complaint, for replacing it in its entirety!! I did not authorize replacing ANY of the fascia and without photos I don't even know if, in fact, it was rotten or needed replacement??
2. There were no credits given for 2 off-ridge roof vents that were not installed or the cap range hood which does not exist (both were shown in the estimate as included in the $6,900 price).
3. My final offer to resolve this matter is this, take $500 off of your invoice and I will pay the balance.
Customer Answer
Date: 04/14/2025
Date Sent: 4/14/2025 11:47:06 AMThis is my final response to this complaint. I am getting nowhere with the details I have laid out for West Orange Roofing. They keep skirting my deepest issue about replacing my Cedar Fascia with white pine, in total, which was not necessary or visible at the time of the bid by their salesman. Nor was the rotted fascia documented by photos, which they adamantly use photos to show damaged/rotten wood needed replacement. Here is my final bullet count that should at least be documented within the BBB about West Orange Roofing. WOR did show $6,900 as my original amount owed, same as the copy that was left and signed by me. Therefore I am not attaching the contract here, again.
1. West Orange sent 56 photos, none of which showed rotted fascia. Exactly my complaint, for replacing it in its entirety!! I did not authorize replacing ANY of the fascia and without photos I don't even know if, in fact, it was rotten or needed replacement??
2. There were no credits given for 2 off-ridge roof vents that were not installed or the cap range hood which does not exist (both were shown in the estimate as included in the $6,900 price).
3. My final offer to resolve this matter is this, take $500 off of your invoice and I will pay the balance.
Business Response
Date: 04/14/2025
Please find pictures as requested attached. Note: the photos are tagged automatically via the photo application's GPS and are not accurate due to reception and where they are on the resident's roof. Please let me know if any additional information is needed.Customer Answer
Date: 04/23/2025
Complaint: 23133302
I am rejecting this response because: As far as I can see West Orange roofing did not address my issues nor did they address anything other than sending 48 pictures, one or more of which are not my address. My last message offered a discount of $500 to pay the remaining balance. This is what they should have addressed, Accepting or declining. I await their reply.Sincerely,
***** ******Business Response
Date: 04/24/2025
As per our last response. The pictures auto-geo-tag with incorrect addresses. These pictures are all of the customer's roof. Pricing for the bad wood replacement was clear and signed by the customer in the initial contract.Customer Answer
Date: 04/24/2025
Complaint: 23133302
I am rejecting this response because:
I am getting the same old response without my issues being addressed AT ALL !! Specifically,1. no credit for (2) off ridge missing roof vents, NOT INSTALLED but charged for;
2. They charged me for a range vent roof cap that does NOT exist.
3. They replaced ALL fascia without any discussion with me. Anything requiring a 30% up charge in a contract should be DISCUSSED with the person who is paying the bill. ***lacing ALL fascia rather than just damaged wood was a convenient ploy used to increase my charges.
4. No English speaking *** on the job until hours after they arrived to do the work. Please explain this!! Communication is not only necessary it's mandatory on a job like this.
4. Finally, and for their response to count, they need to respond to my bullet points by number!! I want to see how they address these items individually, because these items have not even been acknowledged in their previous responses.
5. When I called to discuss these unwarranted charges, I was told to go fornicate myself, literally. When I called back and spoke to the manager, ***, I was pretty much told the same thing.
Is this what you call Better Business practice? Or sneaky tactics to drive up bills?
I await responses to my bullet points above. Thank you.
Sincerely,
***** ******Initial Complaint
Date:11/11/2024
Type: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.
After hurricane ****** West Orange roofing **** inspected possible roof damage. Two options ************** roof ***lacement at $17,000 or ***air areas that had missing shingles. at $3,750. My roof is less than 10 yr old i elected to go with ***airs. I did sign an agreement but was never given a copy. I relied on the inspectors pictures and I could see the large gap in the ridge cap visible from ground level.West Orange *** stated they would be out soon but no start date was given. The inspection was October 13 2024. On October 16th I received a call from the *** stating their crews would be out that afternoon to begin the ***air.West Orange crews never showed up. October 17th still a no show from any West Orange crews. On October 18th I contacted the *** and was concerned that no one had showed up. He was surprised that his crews did a no show and apologized.He started that he would check on the crews status and get back to me. He never did.On the 19th as I returned from a morning conference I could still see a hole in the ridge cap. Being that the next day was a Sunday my first call Monday the 21st went to voice mail. Call 2 was answered by the *** and I canceled the job stating the ***eated no shows and lack of communication. The *** apologized again. I retained American Roofing a new company who promptly inspected and recommended ***airs. On Oct 22 American Roofers crews started and completed ***airs on Oct 23. To my surprise on Oct 29 West Orange *** emailed me stating that his crews completed ALL the ***airs on Oct ******************************************************************************** the ridge the evening of the 19th. I sent him pictures showing the work performed by the new company. He accused me of lying and stated they would place a lien if I didnt pay. I have made several attempts contact anyone at *************************** to resolve this matter. They refuse to return my calls and e-mails. A letter of intent was mailed to me 10/30/2024.Business Response
Date: 11/21/2024
The customer signed a repair contract with ******************** on October 13, 2024, for the agreed amount of $3,750.00. Our records show that the repairs were completed on October 23, 2024, in accordance with the terms of the signed agreement. Documentation has been submitted, along with the lien notice filed due to non-payment.
The customer later informed us they had hired another roofing company to perform additional work after our repairs were completed.The timeline provided by the customer and the documented completion date indicate a misunderstanding despite our communication with the customer.
******************** remains firm in its position that the agreed-upon work was performed, and payment is required per the terms of the contract.Customer Answer
Date: 11/22/2024
**mplaint: 22540008
I am rejecting this response because:
The work was never done, thus forcing me to cancel the job on October 21 and hiring another company to do the needed repairs. Pictures and evidence taken by American Standard Roofing ** were sent digitally and photo copy to West Orange Roofing who dismissed my proof and basically called me a liar. Im the one who reached out with multiple emails calls and certified letter to West Orange asking for them to meet me at my property and show to me where and how their claims are valid. They have not responded. Other than a notice of intent I have received nothing from them. No contracts, no invoices, nothing. I would think they would be willing to explore the MISUNDERSTANDING as indicated in their response statement to BBB and reach out to me. Im still waiting.Sincerely,
***** *******Business Response
Date: 11/25/2024
We have not received anything regarding this customer's wish to cancel his contract.Customer Answer
Date: 12/01/2024
Complaint: 22540008
I am rejecting this response because:Yet another falsehood by West Orange Roofing. I personally spoke to ** *******, (W.O.R. **** on two separate phone calls on Monday October 21st. First call was to let him know that no crews have been out to do any work. He apologized and was surprised that no crews have shown and he would get back to me. He never did. The second call was the same day when I spoke to Mr. ******* and specifically canceled the work, due to no shows and lack of communication- his response was more apologies over and over so sorry . I repeated that Ive cancelled the work order. Tys response, yes and Im so sorry it didnt work out.
The recent response by W.O.R. Stating they have not received anything regarding a wish to cancel the contract is a falsehood. First, I never received a copy of a contract, second I sent a certified letter on November 12, 2024 verified received by W.O.R. On November 14, 2024 @ 9:31 AM clearly stating the times and dates of the cancellation of the work. To date I have not received a response to my letter, emails or repeated phone calls.
Sincerely,
***** *******Business Response
Date: 12/02/2024
The work was completed 10/13/2024 - 10/24/2024. The certified letter was received 11/14/2024 requesting to cancel the work, but it had already been completed. *****, do you have records showing your conversation with *** and **? Or pictures showing the work was not completed with timestamps?Customer Answer
Date: 12/03/2024
Complaint: 22540008
I am rejecting this response because:
No work was completed by West Orange Roofing 10/13/24 - 10/24/24. The certified letter received by *** on 11/14/24 was in fact reminding WOR that I did cancel the work order on 10/21/24.
Yes, I have phone records of two conversations with ** ******* on 10/21/24 cancelling the work order. ** ******* knows of these conversations.
Yes, I have the sequence of photos and text conversations from American Standard Roofing showing before and after roof damage and repairs dated 10/22/24 and 10/23/24. W.O.R., you received many of these photos along with my certified letter.
I have been more than transparent concerning this matter.
Sincerely,
***** *******Business Response
Date: 12/05/2024
Could you please provide some sort of evidence showing the repair work was not completed and your initial conversation requesting to cancel? The dates do not coincide with the letter and pictures of the work our team has. Thank you in advance.Customer Answer
Date: 12/06/2024
Complaint: 22540008
I am rejecting this response because:Evidence provided; See attached phone record from Pure Talk on 10/21/24. Phone calls made to ** *******, first informing him no repairs had been done. He apologized and said he would get back to me. Last call that afternoon on 10/21/2024 was the conversation to cancel the work order. He apologized again and again stating, Im sorry it didnt work out.
Picture evidence provided; See attached pics showing damage still existing on 10/22/2024 and 10/23/2024 - especially the missing ridge cap. These photos were taken by American Standard Roofing with a duplicate sequence of photos sent again to me 10/29/2024.
AMERICAN STANDARD ROOFING STARTED AND COMPLETED REPAIRS 10/23/2024.If Mr ******* is an honest man, he will recall and verify the conversation of 10/21/2024 took place and that it was agreed the work order was cancelled.
Imagine my surprise - 8 days later! - I receive a text from Mr ******* 10/29/2024 stating, Our *** **** was there and did the repair on 10/19.
Clearly the attached pics and texts of 10/22 and 10/23 from American Standard Roofing shows the repair not done.Clearly with my evidence provided, W.O.R. did not do repairs on my property and I expect them to drop their claims.
Sincerely,
***** *******Customer Answer
Date: 12/06/2024
Im resending my documents but have been advised some files are too large. I will be mailing copies to West Orange Roofing again for their files. Please let me know of ways to get BBB the same files by mail.
thank you***** *******
Business Response
Date: 12/09/2024
Thank you, *****. I will await the hard copies of the files. In the meantime, have you tried uploading the zipped file? Otherwise, I would reach out to BBB directly to have them advise.Customer Answer
Date: 12/09/2024
Complaint: 22540008
I am rejecting this response because:
Thank you for the information. Ill try again to upload the zip files and reach out to BBB. You should receive the Mail correspondence shortly.
Sincerely,
***** *******Customer Answer
Date: 12/09/2024
I dont understand why BBB decided to close this complaint when West Orange Roofing and myself seem to making progress. No this case is not resolved as of yet. I am awaiting W.O.R. response to my last statement.Initial Complaint
Date:11/09/2024
Type:Status:ResolvedMore 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.
West Orange Roofing refuses to honor warranty of 7 years. My roof is only a 1.5 years old and is leaking around the chimney. After multiple emails and phone calls They finally came out once and quickly blamed Hurricane ****** damage. Its funny because there is literally no damage to my roof no missing shingles no lifted shingles no missing ridge caps nothing. The guy that came out to inspect the roof was not apposed to fixing it under warranty at first but then he passed the info to upper management and of course they want to blame it on storm damage for that insurance payday. So I got a second opinion from a different roofer immediately they said they (West Orange Roofing) never replaced the old flashing around the chimney thats your problem this is not storm damage at all. Long story longer I called West Orange Back and they pretty much called me a liar saying that I never mentioned anything about flashing. Theyre supposedly coming back for a second assessment but Im not holding my breath. Further more why is there wood rot in that area if this was from a recent storm? The wood would not rot in a couple of weeks. This leak has obviously been happening for a while.Business Response
Date: 11/12/2024
We take warranty claims seriously, and after the initial inspection performed on Friday, November 8th 2024, we promptly scheduled a follow-up visit to repair this leak. It appears that this complaint was posted before our team was able to complete the second visit with no communication from the customer prior to opening this complaint. Weve noticed some inconsistencies across the customers accounts on various platforms, in reviews given the following morning, Saturday, November 9th 2024. We need to know whether another contractor performed this repair so we can update our records accordingly.Customer Answer
Date: 11/12/2024
Complaint: 22536091
I am rejecting this response because:***, The day your roof guy came was Monday Oct 28th. He came and reviewed the issue and said he would pass it along to his boss. Next week I heard nothing after multiple calls and emails I finally got a hold of you and you dispatched someone back to come and look at it again. He did not show up on Nov 8th instead he called me to pretty much imply that I was lying about the roof leak and played semantics on my wording of when I noticed the leak. I find the whole interaction from the day I started this claim till now very disingenuous on West Orange Roofing's part. I did not have the other contractor perform any repairs but was merely a second opinion on what the issue could have caused this. Please correct this
Sincerely,
******** *****Business Response
Date: 11/12/2024
Hi ********,
Thank you for your quick response. If this would be to your satisfaction, I will ensure your repair stays prioritized on our schedule so we can address your needs promptly. My apologies if there were any communication gaps. If youd like to share your email address, Id be glad to look into this further, as we aim to uphold our warranty protocols, though misunderstandings can happen, particularly after a major hurricane - any information I can review would be of great help to myself in ensuring this doesn't occur again.
Once we complete this warranty repair to your satisfaction, we kindly ask that you consider removing the negative reviews and BBB dispute. I thank you for your open communication, and look forward to getting this resolved for you.Customer Answer
Date: 11/15/2024
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.
Thank you for making this right West Orange Roofing. I take back my negative reviews.
Sincerely,
******** *****Initial Complaint
Date:10/16/2024
Type: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 purchased a roof from west orange in 2017. They upsold us the better shingle of 130 mph with a 30 year warranty. Labor warranty was 7 years. We did pass the labor warranty and we know that we are not disputing that. However west orange flat out refuses to uphold the warranty one the shingles. We are missing shingles and have some flapping in the wind on the top of the roof. They also flat out refuse to even give us a quote for any type of repair unless we agree to purchase a whole new roof. My paperwork clearly states 30 year shingle, anti fungal, 130 mph, ark tech on my paperwork. The roof is literally 7 years old.Business Response
Date: 10/31/2024
Our apologies for the delay, we are reviewing your complaint now and will respond as soon as possible.Business Response
Date: 10/31/2024
We appreciate the opportunity to clarify. The clients roof, installed in 2017, has faced wind speeds exceeding 130 mph, particularly during recent storms like Hurricane ******. While the shingle warranty covers specific conditions, such extreme weather can impact its effectiveness. We did visit the client, explained these details, and provided the attached repair estimate to address the storm-related damages which the client signed.Initial Complaint
Date:02/22/2024
Type: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 Of Transaction - 12/20/2023 Amount Paid - subject to 20% to cancel contract, BUT...if you read the letter we provided to West Orange, you will see that (upgraded roof was requested to Standing Seam Galvalume and not Shingles on initial visit by Salesman at our home.) The Salesman that came out stated that the contract has to show shingle estimate instead of a metal quote and its only a tool they use for the insurance claim. We asked the salesman, ****** "How much extra the cost would be for the Standing Seam Galvalume Roof and he stated an extra 10K or 11K. That would mean our expected price should have been ****** to 22 ,900.They later sent a quote long after the 3 day cancellation period (no fault of ours), much higher that the verbal quote the salesman said. So we immediately began asking questions andnever could get close to that stated amount. We requested additional upgrade to Standing Seam Galvalume from the time sakesman came to our home (Never asked orvwabted Shingle Roof) and it states in the ** bottom corner of contract that we are not obligated in any way if upgrades were requested which that is the case. Also, contract is incomplete as initials are not in RH side box by the * ____.I spoke to *** who was less than helpful in this matter and at the end of the day. he stated he just wants his 20% or he will put a shingle roof on our house which " We Never Asked For From The Start."This really is a Bait and Switch, and I see a very big problem here and hope that you will recognize it also. People can make a business of just telling people what they want to hear to get a signature on a contract and then inflate a price and just take 20% of Insurance money w/o even providing requested service. My wife and I both sat here and heard every word he said and he knows its true.Business Response
Date: 03/04/2024
In response to the complaint, ******************* signed a contract to replace her existing shingle roof with a new shingle roof on December 20,2023. She filed an insurance claim to have her roof replaced, the insurance approved a new shingle roof to be put on her home. She later asked verbally what it would cost to upgrade to a metal roof, the verbal quote she received was obviously more than she expected. Only at that time did she want to cancel her contract. The contract clearly states there will be a 20% cancellation fee if the contract is cancelled after 72 hours.Customer Answer
Date: 03/05/2024
Complaint: 21333058
I am rejecting this response because: Let us be clear about how this first and only visit from the West Orange Roofing Salesman, ****** went... After he arrived, the roof was discussed and we were very clear to state to him that if we were doing this, we were only going to go with Standing Seam Galvalume for roof material and definitely NOT SHINGLES. He said we could do that and went on to say the price of our shingle roof being $11,900 and we asked "How much more $$ would the cost be to go with the Standing Seam Galvalume?" ****** answered $10,000 - $11 000 more, that was verbally given by ***** to both of us. If that had been true, we would not be in the midde of this complaint right now. We requested Standing Seam Galvalume on 12-20-2023. The wuestion was also asked of ****** "Why does the contract say Shingle Roof instead of Standing Seam Galvalume and he answered that we did not need to worry about that and that its because we currently have a Shingle Roof and he had to write it Shingle to Shingle for Insurance purposes, it was just a tool. Otherwise it would be denied. See attached Text from ****** to us stating the Standing Seam Galvalume price and "Note The Date." (Well after the 3 day cancellation period) We had no idea that the price was going to be inflated so much, if we knew that this was the price, we never would have signed the contract to begin with. We trusted the Sales Representative of West Orange to know his material and prices offered to us and based our signing of contract on his word of cost at our home, all of this on initial visit happened. Please see attached quote from West Orange Roofing and "Note The Date". We never had any reason to question the amount of the Standing Seam Galvalume Roof that ****** knew from the beginning that we wanted until long after the 3 day cancellation period. If you look at the contract, below Contract Price $11,900, it is also underlined "UNLESS ADDITIONAL WORK OR UPGRADES ARE REQUESTED" We see no reason why we should not be released from this contract based on many of the noted reasons we have pointed out to you. If we are not released from this Contract with No Penalty, our next step will be Channel 6 - *****************. This is not right, there are too many holes in this and one of him and two of us and we hear well.Sincerely,
*****************************Business Response
Date: 03/05/2024
We reiterate our first response to this. The contract signed was for a new shingle roof. We were willing to do the upgrades as requested but ******************** did not like the price. Only at that time did she want to cancel her contract. The contract clearly states there will be a 20% cancellation fee if the contract is cancelled after 72 hours.Initial Complaint
Date:06/26/2023
Type: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 came to my house randomly and told me I needed a new roof. They filed a claim and got the insurance to pay. After roof was finished they received both checks totaling the amount due. They waited too long to cash the checks that one of the checks from the insurance company had past it’s cash by date. I called to get a new check reissued and am waiting for it to arrive. They have since placed a lein on my house saying that I never contacted them. I have text messages to prove I have been in contact with the company to let them know I was still waiting for a new check to be issued. I am also contacting the county and state to let them know how much fraud this company is committingBusiness Response
Date: 06/26/2023
We have had a chance to review your complaint, and your file. It appears we only received one of the two checks issued from your insurance company and had to chase them in order to get the second one. They reissued the check but it was sent to your home address. The date of the second check was within days of expiration by the time we received it from you. As we can only make check deposits once a week, this caused further delay in receiving your payment which our office staff had reached out to you at least 5 times to try and resolve prior to this in order to avoid the lein. Once we receive the check this lein will be resolved and closed.Initial Complaint
Date:12/20/2022
Type: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.
December 20th 2022 On August 4th 2022, I met with a ***********************,representative for West Orange Roofing, at my residence in ************** for a estimate on my roof.When ********************** gave me his estimate he was higher than the bids i already had.Thats when he told me he **uld get my roof **vered under insurance all but the deductible.He told me that the price was inflated to use as a tool to negotiate with ins ** and that I was not tied that price unless insurance **vered it.He also said he would handle all **ntact with insurance ** and adjuster. Needles to say,he did neither.I again told him i would not put a deposit or sign anything binding unless he **uld get everything **vered under insurance minus my deductible.Thats when he told me that it was just to authorize to work my ins **.August 8th 2022 i sent him claim number and **ntact info by text.August 23rd 2022 claims agent ************************* told me that Sept 14th the would be out. Results were they would only **ver $2200 for the part of the roof that was damaged by falling limb.Still i have not heard from ******************* and West Orange roofing.So,with Hurricane *** and ****** **ming and leaking roof i pulled my own permit and with friends installed my roof. This was around the end of September,In November my claims agent said she would e-mail me a release form to pay my claim for the $2200.When i did not get the claim i called ******* and thats when she told me that West Orange had a **ntract, She suggested i call West Orange.I called West Oange with nothing ac**mplished all that did was get me a letter threating me with legal action.Again West Orange Roofing or ******************* has **ntacted to this day other than a Supervisor named *** returning my call a day or 2 around thanksgiving,i would appreciate my release due to their unethical.non-non-**mmmunication,unprofessionalism,and taking advantage of the elderly.Sincerely, **************************************Business Response
Date: 01/04/2023
West Orange Roofing, Inc. will cancel the contract with the insurance companyCustomer Answer
Date: 01/05/2023
I will accept the response from West Orange Roofing only after receiving Documentation that they have cancelled the contract from the insurance ***Business Response
Date: 01/23/2023
*********************** was released from the contract on January 4, 2023. Please see attached copy of the email.Initial Complaint
Date:11/14/2022
Type: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'm filing a compliant against WEST ORANGE ROOFING because they continue to harass me for payment of work they never did. They are sending me threaten letter saying if I do not pay cancelation fee , they (west orange roofing) will put a lien on my house. I'm elderly woman and in poor health and this is stressing me out. They came out and gave me a free estimate of the cost of new roof. I spoke to the man that came out, who said he go to office and get back with me. I tried to call for weeks to do the paperwork but no response. As a result, I found someone else to do the work. Now they wrote these threating letter saying the cost is $10,000.00 more than first estimate. I never enter a written nor verbal contract with them. They left me thinking this was a scheme . I will never recommend this company to anyone .Business Response
Date: 12/14/2022
Business Response /* (1000, 5, 2022/11/15) */ I have attached a copy of the written agreement that you signedInitial Complaint
Date:08/28/2022
Type: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 signed an agreement with West Orange Roofing to replace my roof in July (don't have the extact date) as the sales person did not give me a copy of the agreement and said that I was only signing an agreement to hold the price as prices are going up. I kept calling the sales person and my calls keep going to Voice Mail. I then called the main office and told them that I was expectiping John XXX to meet with the insurance inspecotr and that he never showed up. I was told that John is in the hospital. I then stated that I had the inspector at my house and I took care of meeting with him. I then I received a call from another sales person who asked for the inspector info (name and phone #) which I willing give him. The insurance company is paying to replance my roof and they will the fair market price. I am not convinced that West Organe will do a good job at the price the insurance company has agreed to pay so I would like a release from whatever document I signed as the insurance company needs a release. A gentlem,an called me and was very rude. The sales person who replaced John told me I spoke with a Office Manager. The person I spoke with said he is the Owner and that his name is TIM. He went on and on and I told him that I am not going to do business with someone who uses filty language and screaming on the phone because I asked why is your company keep calling my insurance company after I already deal with with the insurance inspector. I told him since they are not trustworthy I wanted them to send me an email canceling my "contract" at which time he he got louder and threatened that he will lien my house. I told him, you did not do any work why would you put a lien on my house, and that is when he got even louder. spoke with supposedly named Tim, insulted me with mean words through the phone.Business Response
Date: 09/20/2022
Business Response /* (1000, 5, 2022/08/29) */ Hello******, I've had a chance to review your complaint, and I'd like to apologize for any misunderstanding. Thank you for taking the time to share your concerns with me. You signed a contract with West Orange Roofing, Inc. on July 30, 2022, and was given a copy at that time. The contract does state that the homeowner has 72 hours from the date of signature to nullify the contract. Based on what Tim shared with me, you have found a company to replace your roof for less money and they told you that are not responsible to pay your deductible. This is an insurance claim and the law does require you to pay your deductible. Thanks again for trusting us with your business. Sincerely, Kim F******
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