ComplaintsforAmerican Roofing Company, LLC

• Initial Complaint

  11/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A quote was provided and accepted. The workers showed up very late both days. Was told it would be one day job. Invoice was for 17K. After completing the work, the invoice had a supplemental charge of 3K. After multiple request I still do not have an explanation of what the extra 3K is for. All they say is insurance allowed it and I owe it. Because I haven't just handed over the extra without a detailed explanation of what it is for they are threatening to send it to collections. Not against paying what I owe but just want a legitimate reason what I am paying for. Also still finding nails all over the yard. They failed to cover my new AC unit and I had to pay a service to come clean it out. Got a handful of nails out of it. Workers left trash in the yard from lunches. Busted some vinyl siding that they had to replace twice because the first repair was terrible. When finally complete they took the extra shingles and trim and rolls of paper, but I do not see a credit for it. Overall, would not recommend this company. Have not received any real help trying to resolve this issue of the extra 3K, even after already paying 17.5K. They were paid to take weather head off the electrical to the house to replace the flange,but cut the flange and caulked it back together. Only replaced one roof vent but was paid for two. Had to redo the trim/seal around the chimney twice because of poor work. Also they said I owed more for a steep roof that they walked over during the appraisal.

  

  Business response

  11/30/2023

   Mr. ********, I have reviewed your file and attached photos of your completed roof. The supplements are mentioned in the contact paperwork which was signed and agreed to by you (attached).  The supplemental charge is a change in pricing from one summary to the final summary. If you would like to see what your insurance changed/added you will just compare each line item from the first summary to the final summary. Most of the time it is each line item going up a dollar or two and then adding the drip edge (which is a code item). This is determined by the insurance company when they do their final review. They will send you a check for anything they have added and it will then be due to us as stated in the contract paperwork. If you would like to get a break down from the insurance company they will be able to go over each line item change with you. If you would like to give me a call I can help go over that with you also, so you  can feel comfortable paying the due balance. ************. As of right now the account is set to move to collections in a few days. This can still be avoided if you can give us a call and make the final payment.

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  American Roofing installed a roof on this house last year for the previous owner. There is a 2 year warranty. The roof leaks. I left messages with American Roofing for over a week and they don't return my calls.

  

  Business response

  07/06/2023

  I am sorry we have been closed for the 4th and are just now getting through the slew of messages and emails. I am on this for you now!! I have passed your contact info to the production manager so he can reach out to you to take care of this ASAP! 

  Customer response

  07/06/2023

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

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 04/15/2023 American Roofing Company LLC installed a roof on our house. We made a $6000 deposit on the roof, the rest to be paid upon proper installation of the roof. On 04/25/23 we received an incorrect invoice which was corrected. The roofers submitted a final invoice to the insurance that did not include installation of the drip edge. We contacted Jeremy and received no response. I contacted Justine at corporate who said she would investigate and send someone to check and provide pictorial evidence for the insurance to prove the roof was installed to code. That never happened, we only received a modified final invoice that had the drip edge added. Still no evidence of the installation of the drip edge to submit to insurance. I did let Justine and Jeremy know that if the job was not completed to code, we would not complete payment until this was done. It has been 3 months and still no one has come to provide this evidence or investigate. We requested a payment plan and were told that the best they could do was a partial payment of $2,531.15 due ASAP and the other half due next month-on a job that we don't even know was completed to code. Per my insurance company this job should be completed to code. How can we submit timely payment for a problem that has not been resolved in a timely manner. They are only interested in money, and will not be as helpful as they were before we submitted a deposit.

  

  Business response

  06/27/2023

  I am so sorry for the trouble you have experienced getting photos of the drip edge properly installed. We are on this for you now. We will come out and make sure the drip edge has been installed to code and provide all of the photos you guys need for conformation of this:)

  Customer response

  06/27/2023

  
  Complaint: ********
  I am rejecting this response because we were informed today via phone by American Roofing Company, that the drip edge had not been installed, and that there was no reason it should not have been installed. They are scheduled for installation on July 14th only now. This means that American Roofing Company sent us an invoice with false/fraudulent information to get us to pay for an improperly installed roof. While we appreciate the investigation, I would like to also know that we can set up a fair payment plan for the job once completed,  as there has been no mention of payment in installments at this time, and that was one of the requested terms of resolution.
  
  Sincerely,
  **** ********
  

  

  Business response

  06/28/2023

   I have spoke with Chase our Production Manager about this situation. He confirmed that the drip edge was not installed as you expected. The onsite manager that was there for this mishap and confirmed it had been is being dealt with accordingly to prevent these issues in the future. I am unable to discuss payments or set up payment plans. What I can say about the billing side of this is that we will not send the final invoice until the drip edge has been properly installed. The payment outline/requirements for insurance jobs are listed on the contract, it says your are to pay your out of pocket including any wood upon completion and all insurance funds for the roof only. This is why the billing department can only split that in half for you to try and make it easier for you. Since you are not technically completed at this time and you are wanting to do payments you may want to start making them now before everything has been marked complete and the billing time clock starts( which should give you a couple extra weeks to knock down the due balance). I sincerely apologize for the trouble you have dealt with and will get all of that buttoned up immediately for you!!! 

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  American Roofing replaced my roof on an insurance claim after a salesman knocked on my door stating he noticed damage to the roof. In August of 2022, we had some damaging wind, and that is how the roof was damaged. The install came and went, and everything seemed fine. On Saturday December 31st, I woke up to my kitchen floor being flooded due to a hot water heater bursting. I contacted a plumber and during the course of getting this repaired, he noticed the vent pipe was off of the water heater. It's a gas hot water heater. This was directly caused by American Roofing while replacing the roof. I contacted them today regarding the issue and was asked if I had an invoice for the repair. My plumber replaced the water heater and repaired the vent pipe as one job, so only one invoice was given. I asked my plumber what it would cost to just repair the vent pipe and he stated $125. The money is not my main concern. The carbon monoxide piping put into my house is. The person I spoke with via text told me they would reprimand the crew. However, that is not satisfactory to me. The three people who live in my house could have died as well as my animals. It's only by luck that we didn't since it was like that for almost a month. I don't remember exact dates. When I expressed that concern, I was told that's why carbon monoxide detectors are so important. While I agree they are important, so is making sure your company is not the cause of the problem. I found this comment to be placing the onus on me to make sure my family doesn't die due to their negligence. No one came in to see if they damaged anything after knowingly replacing the flashing around the pipe running up through the roof. It probably wouldn't do any good anyway, because none of the workers spoke English and just stared at my prosthetic leg and my wife when we were outside. I am requesting more than just a reprimand of the crew and the $125 to fix the pipe due to the danger their incompetence directly caused. I have yet to pay my deductible, and I probably won't due to the dangerous situation they placed my family in. I consider them paid in full due to this. They have received all of the insurance money, and that's all I intend on sending.

  

  Business response

  01/06/2023

  As you can see in the picture you have provided here. The issue was with your water heater exhaust not being properly attached. It is not possible that placing a pipe boot around the exhaust would detach the duct from the water heater on the inside of the home to cause this. The water heater exhaust duct was not properly installed/adhered (as you can see in the picture you have provided) to the water heater along with the attached duct all being screwed or attached in someway to prevent them from coming loose in these situations. We are not at fault nor responsible for your water heater or the CO2 in your home as we did not go in the house and remove the duct from the water heater or do anything that is not required during a roof replacement... We solely placed a pipe boot around the exhaust on the actual roof on the outside as required. You may want to reach out to the company that installed the water heater improperly and let them know if the issues you have experienced because of improper installation of said water heater. Again, I am sorry this has happened to you and your family but we do not do interior work nor do we check to make sure the homeowners water heaters are installed properly before doing what we are contracted to do. You are required to pay your deductible as your insurance policy requires. 

  Customer response

  01/06/2023

  Complaint: ********

  
  

  I am rejecting this response because: this did not happen until the roof was replaced, and my plumber disagreeswith you. I have lived at this house for seven years. It's beyond coincidental that this happened at the same time the roof was replaced. Not to mention the fact thar the fitment was so tight it couldn't be just put back on. Therefore, this company is trying to shirk its negligence by placing blame elsewhere.  

  
  

  Sincerely,

  
  

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

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of first roof install 7/14/22 paid half the money up front 1850. The company cut out the vents and never used osb to cover the holes just shingles over them. I let them try to fix the roof a second time on 9/22/22 this time they never used a starter strip for the architectural shingles that I paid for and the over hang is over an inch of what the manufacturer install instructions are never used a ice shield used felt nail caps for the drip edge. I’ve called several people at the company even corporate and nothing but a run around. I talked to the shingle manufacture and they told be I have no warranty on my roof due to improper installation. I talked to the main boss who said the owner was going to call me to try to resolve the issue just waited and received a text message from another person from corporate saying the owner will not put a new roof on just try to patch it and their attorney is going to send it to collections for the remaining balance of 1850 and to top it off the first roof install crew damaged my fascia so the company had another company come and give an estimate and that was 980.00 and nothing has been done.

  

  Business response

  09/27/2022

  I am so sorry for the trouble you have experienced with this project. It looks like we have attempted to get this addressed and we were sent away and told how you think we should address this, which of course we respect, but we have standard procedures on this type of situation that we must follow. We can not just re-do the roof as you have requested. We have to go through the proper steps. When we are not allowed to go through our steps the correct way we can not identify issues to address them properly. It does look like you are back on the schedule to get all of this addressed again tomorrow. All materials have been ordered and Billy has cleared his schedule to be able to be present for this repair as you requested to ensure all issues are resolved for you. Please allow them the opportunity to go though all necessary steps to ensure the needed action is taken. As far as the manufacturers warranty we have confirmed with them that your manufacturers warranty is valid. You also have a standard 2 year workmanship warranty with us. We will come out for any issues, questions or concerns that you have on the roof for those two years.  You can call us at 800-385-0781

  Customer response

  09/27/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  I was told that if you attempted to repair/fix the roof American Roofing would give me a ten year workmen ship warranty, not a two year because you have to take off almost half the roof to fix improper installation.
  Sincerely,
  
  ****** *******

  

  Business response

  10/11/2022

  I have been notified that all of your issues have been addressed at this time and you are to receive the 10 year warranty. Is there anything else needing addressed at this time? I will get the 10 year warranty mailed out to you today as promised. 

• Initial Complaint

  06/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I hired this company and they initially gave me a quote on 12/15/2020 of 7,724.00 for a new roof, after the quote they went back to my insurance company to get more money, they came back to me now quoted me 11771.46 for the same job, I gave them all the insurance money in the amount of 8988.53. when the new sales man came he said my first quote wasn't valid anymore and told me he fired the other guy cause he was making the customers happy.... the other guy even gave me a discount of 1000.00... How can my quote go up 5000 for the same job. now they want me to pay the additional 3425.00 or but a lien on my house... They sounds like insurance fraud to me when they went back to my insurance and added stuff they never did.. I would like my bill adjusted even if it's for the 1000 discount that I got from the first sales man that got fired. They need to honor that discount... sales practice is unethical and should be reported as insurance fraud

  

  Business response

  06/27/2022

  Our Customer Service Department spoke with the customer at length on June 27, 2022 and were able to reach an agreeable resolution in effort to address this complaint.  

  Customer response

  06/27/2022

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

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired American Roofing to replace my roof around Dec 2017 for almost $18,000. I have had continuous and persistent leaks ever since. I've called them probably close to a dozen times, and to their credit they have sent multiple repair people. However, most of the leaks have never been repaired properly - which I attribute to poor workmanship/improper installation. When they send someone out, they invariable show up with a tube of caulk to put a BandAid on a poorly installed roofing system. A brand new roof with new underlayment and properly installed flashing should not require multiple trips back out to slather caulk all about. Additionally, my contract specified that a cricket be installed at the chimney, which was not installed. Water continues to leak into my house around the chimney. Every time I bring this up to any of the people they send out, it's either ignored completely or I'm told that I don't need a cricket. As a result of their shoddy work I have multiple rooms in my house that I've had to rip out damaged plaster walls and ceilings and these rooms remain unusable. Renovations have been stalled for multiple years now as I'm in limbo with no resolution and water continuing to ruin the interior of my home.

  

  Business response

  04/14/2022

  I have contacted the Homeowner and he acknowledged the masonry problems and the extreme age and architecture of his home. I agreed to go out and do an inspection and try and find a solution. I also told the Homeowner that if I cant find us to be liable I will hire an Inspector.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AMERICAN ROOFING GAVE ME A CONTRACT PRICE ON MY ROOF. 12-31-2021. THAY HAVE PUT THE WRONG ROOFING ON, WRONG COLOR, LEFT BUBBLES UNDER THE ROOFING, DID NOT INSTALL IT CORRECTLY. THEY WILL NOT DO ANYTHING ABOUT IT. I AM AN ELDERLY LADY AND THEY HAVE TAKEN ADVANTAGE OF ME. AND I NEED SOMEONE TO HELP ME. MY INSURANCE COMPANY CAME OUT AND TOOK PICTURES OF THE ISSUES. AMERICAN ROOFING TOLD ME TO LET THEM DO THE WORK AND I WOULD NOT HAVE TO PAY ANY MONEY BECAUSE IT WAS AN INSURANCE JOB. THE INSURANCE COMPANY CANNOT HELP BECAUSE I CHOSE THE CONTRACTOR. MY INSURANCE AGENT IS HELPING TO FILE THE COMPLAINT AND DO WHAT HE CAN TO NOTIFY THE APPROPRIATE AUTHORITIES. THANK YOU ******* ********* ***** ****** ***** ***** *********.

  

  Business response

  04/04/2022

  We are working with Ms. ******** and her insurance agent to resolve this one amiably.  We will report back once resolution is reached.  

• Initial Complaint

  11/17/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This company is a insurance fraud specialist.they told me I'd be responsible for deductible and add-ons which was $1640. Once roof was completed they said that insurance wasn't gonna cover total because a mistake made by adjuster so now I owe $3440 out of pocket. No where near the price promised and I was never consulted or informed I would owe so much more before work was done I even asked the company rep if I'd be responsible for more since the adjuster made a mistake and was told no that I'd only owe the original $1640. They will do whatever to make the sale then charge you for the full amount. They also have the cheapest subcontractor Latino crews do the work. avoid this company at all cost they are as shady as they come with no business ethics. I want this company to uphold it's original agreement of deductible plus add-ons.

  

  Business response

  12/20/2021

  Business Response /* (1000, 8, 2021/12/09) */ We have worked with Mr. ******* to resolve this discrepancy. Though his insurance company defrauded him and American Roofing Company did nothing in the wrong, in good faith we have agreed to adjust our balance to an amiable resolution. Consumer Response /* (2000, 16, 2021/12/20) */ Thank you. This matter has been resolved.

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