Complaints

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:12/17/2024

  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 roof put on in June 2024, I have a leak in my garage, the flashing around the chimney, and about 10 places in the attic. They came out and only want to replace the wood or certain spots where the leaks are, but I feel as though they should replace the entire roof because it was not done correctly.

  

  Business Response

  Date: 01/17/2025

  This customer did not pay us the full amount of our contract when the roof was completed. We still came out to address the concerns when we were contacted. When we arrived we discovered the wood was split on the attic side of the wood from the nails installing the shingles. We notified the customer we would replace the wood in those areas but the customer wanted the entire roof replaced which is ridiculous. 

• Initial Complaint

  Date:10/28/2024

  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.

  They did not finish fixing the roof. They came out 10/22/2024. They worked on everything else on the roof, however, they did not put the shingles on. I called them this morning to talk to *******, but I have not heard anything as of yet. The part I really needed done is the leaking that has been happening, this is why I need the shingles.

  

  Business Response

  Date: 11/20/2024

  We completed the roof we were contracted to do on the main house. We also did a porch for free. The customer wanted us to do additional work, but it was not part of the contract. 

  Customer Answer

  Date: 11/21/2024

  That was part of the Roofing contract. Platinum Roofing told me that they don't do flat surface. This is not flat. They did not put the shingles on the roof. Everything else is perfect. That is part of my house that it rain in bad, Mr. ******* **** 11 was told that. He said that he would  take care of that part of my roof. This is the part of the roof when it rain it my home. 

  Thank you!

  Customer Answer

  Date: 11/29/2024

  I did not receive any information from your company. But thank you for trying to help.

  Miss ******

• Initial Complaint

  Date:09/26/2024

  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.

  The contractor came to my house on 8/16/24 to provide an estimate for work to be performed. I was given a verbal total at this time by one individual. A week later a senior individual called with a different higher price at which point I told them I would go with someone else. At the point the senior individual told me they already ordered the material which showed up in my driveway the following day, 8/23 and they were supposed to do my roof on 8/26. The material sat in my driveway for 2 wks before they showed up to replace my roof. They started on the roof and while removing the old roof a hole was put through my bedroom ceiling, leaving insulation and all type of debris in my bedroom. I made the workers aware who told me to call the main office. I called the main office and had to leave a voicemail. I also text a picture of the damage to the senior individual. The next day the senior individual called and said he was sending someone by to pickup payment and he would be by for the remaining payment at which point I told him I wasnt going to pay anything until my bedroom was fixed. He responded that he would put a lien on my house. He also said he would send someone by to repair the ceiling the next day and they never showed up. On top of the damage to my ceiling, they did not complete the job agreed upon. They didnt replace the downspouts and damaged the soffits.A week later I missed a call from the senior individual and weve played phone tag since.

  

  Business Response

  Date: 11/20/2024

  After the roof was completed, the customer did not want to pay the amount agreed on the contract. After payment was made, we satisfied the customer. 

• Initial Complaint

  Date:07/15/2024

  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.

  The roofers came out 5:30 am May 28 , 2024 upon me leaving the home,they had the roof striped down to the wood I could clearly see deterioration of the wood and via the contract wood should be replaced. Mr **** has called at least 6 times stating he's sending to pick up a check and each time I've expressed my dissatisfaction. I'm still waiting to hear back from *************** expressing my dissatisfaction with the work multiple times and asking for his assistance in addressing the issues, I've been met with declines to come out and inspect the craftsmanship or review ********* one time they hadn't placed any drip edge on the home and after I called him to voice my concern he said the insurance company would not cover that and it clearly has it on my adjusters report and also my contract with Platinum roofing (Mr ***** that they would replace the wood. The last time he sent someone out after they didn't replace the flashing around the chimney they came back and spray painted the chimney as if they replaced the flashing. During our most recent conversation, I politely reiterated my concerns and stated that I'm not satisfied with the outcome. Unfortunately, the conversation was cut short when ********** hung up on me after simply saying 'goodbye, Miss ******.' list of concerns: concerns of the craftsmanship of the installation of the roof, gutters severely damaged, flashing were not properly installed or sealed, lots of foot faults on the roof compromising the shingles, drip edge installed improperly, no drip edge installed on the garage, partially replaced deteriorated wood sheets on home and garage, drip edge is 2 different colors on my home(white and brown) and its clearly noticeable. the flashing around my bay window has been placed incorrectly. the cleanliness and craftsmanship is not that of a skilled professional roofer

  Customer Answer

  Date: 10/20/2024

  Resolution for this complaint would be to dissolve all relationships and contracts share with platinum Roofing and its affiliate. 

  

  Business Response

  Date: 10/28/2024

  We would like to take the complaint to mediation. 

  Customer Answer

  Date: 10/31/2024

  10/31/2024 AB: Called consumer and the consumer informed me We have not come to a resolution; they came out two months ago.  I have requested that a inspector come to inspect the roof, but they have not sent someone out to inspect the roof they just wanted to come and pick up a check.  **** who I assume is a subcontractor informed me that the roof was not done correctly.  I want my contract to be terminated because each time I ask them to come out to do any repairs the work has not been done correctly.  I just want them to cancel the contract. My roof is leaking now. 

   

  11/05/2024 AB:  Consumer stated that she did not pay for the work, and the business has not sent in a letter of completion to the insurance company.  My roof is leaking right now with all this heavy rain. Consumer is going to send in a video of roof leaking on the inside of my home.  I want things to be done with them so I can hire a new company to complete my roof.  Consumer had roof done in 06/2024.  and we have been going back and forward since August,  They were suppose to change the flashing but the guy just sprayed painted the flashing. 

   

  11/05/2024 AB:  Consumer sent videos of her roof leaking, the consumer would like for the contract to be voided and to hire someone else to the job, and the letter of completion was never sent. 

  11/13/2024 AB:  Consumer submitted additional photos and videos that have been attached to the complaint. 

  12/03/2024 AB: Called consumer and informed her wait the next step would be.  

  

  Business Response

  Date: 10/31/2024

  10/31/2024 AB:  Called business and left a vm. 

  11/04/2024 AB:  ******* **** called back and stated that the consumer has not paid for the work, Business stated that they sent someone out to do the flashing and the second time we came out she would not allow us to do anything.  We have already look at the roof and there is nothing wrong with the roof.  We want this to stay in mediation.  The consumer has not paid for anything.

  11/08/2024 AB:  Called business and left a vm. 

  11/12/2024AB :  Business Called back and stated that they will not do any repairs for the consumer until he pays, business was asked if should the roof be leaking after it was installed 2 months ago.  Business stated that the consumer continues to make additional grievances regarding the install to not make a payment.  Business was asked if a letter of completion was sent to the business and ******* stated that the first was sent but not the last one,  The consumer is holding on to the money so she doesn't have to pay.   

  11/12/2024 AB:  ******* called back and expressed that he felt that (I) the mediator was taking the consumer side.  I expressed to him that I am sorry that he feels like that but If he could provide a copy of a contract so I can go over and determine after that what steps to take. ******* stated that he would get back to me later with a copy of the contract.

  11/19/2024 AB: Called business and left a detailed message with Marmae, for *******. 

  12/03/2024 AB;  Called business and left a message with Marmae for *******.

  12/03/2024 AB:  ******* called back and stated that he would not be sending in a copy of the contract even though the last time we spoke he stated he would. Ended the call the with the business stating that the consumer did not pay for any of the work. 

• Initial Complaint

  Date:05/23/2024

  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.

  When he came out, he said he would tear off the old roof, replace it with a new one, do a total job clean up, replace 2 downspouts, all the gutter guards replaced, put new tops on the chimneys and flashing around the chimneys, replace rotten wood, install flashing for chimney and ice and water ******* in the valleys, dip edge, new vents. The insurance company said they would insure the house but i had to get a roof replaced because of hail damage and the leak. I paid them $10,563.94 by check#**** and they cashed it already.  I let the adjuster know that the roof was still leaking.  They messed up my sidewalk.  They kept putting their ladder up against my chimney, they put it on my gutter, they didn't cover up my air conditioner, etc. Most of the work agreed upon was not completed. He didn't want to walk around so that I could show him the areas of my home that needed repair. They left all things in the driveway. I called him about these issues and he said he would be out in 2 weeks.  They gave me the runaround.  I don't trust them anymore.

  I would like a refund of my money.

  Customer Answer

  Date: 06/12/2024

  I was told the company would be by my home for repairs today by 2pm and nobody has reached out or showed up. I keep getting the run around and my roof is still leaking. 

  

  Business Response

  Date: 06/17/2024

  The leak the customer is referring to is on the outside walls on the front porch. It had nothing to do with the roof, but we did come back to fix it. After the roof was completed we told the customer we would be back in a few days after the material arrives. 1 day later, the consumer called the bbb. We came back and took care of everything the customer had an issue with. 

• Initial Complaint

  Date:02/12/2024

  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.

  They replaced my roof in October. They did an "image" to see how much materials they needed for it. The back of the roof is not completed. They didn&#**;t put inserts on the gutter. I have called multiple times. I asked them to fix the back of the roof. No one has ever come out. I asked them to mail a new invoice and they have never sent it. They have been paid in full.

  

  Business Response

  Date: 04/08/2024

  After we finished everything that we were supposed to do on the contract, the customer contacted us wanting us to do additional work for free. 

  Customer Answer

  Date: 04/15/2024

  Complaint: 21281612
  
  I am rejecting this response because: They did not finish the work.
  
  
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 08/08/2024

  8/8/2024 PE:  Consumer has no email.  Texted her early in the morning asking for a call back.  Note to self to call her after 9 a.m.  Called and left message with name, direct dial number and request for call back.

  Customer Answer

  Date: 08/08/2024

  8/8/2024 PE:  Consumer called.  We discussed her desired resolution.  The company did not finish the job to her satisfaction.  Flat roof incomplete, leaf guards removed and not replaced.  She will be sending photos of roof and missing leaf guards.  When those are received, I'll reach out to the business.

  Customer Answer

  Date: 08/09/2024

  8/9/2024 PE  Spoke with *****.  She will be getting a cost estimate to complete the roof (with photos from on the roof) as well as the pricing on the leaf guards from Home Depot.  She happened to have extras but the company removed two of them that were there and didn't replace them.

  Customer Answer

  Date: 08/23/2024

  8/23/2024 PE  Received via text 5 photos taken by third party roofer of flat roof of the consumer.  See Library.  To come yet, is a written estimate from the roofer.

  Customer Answer

  Date: 08/30/2024

  8/30/2024 PE Spoke with ***** again.  Told her we needed documentation on the cost of repairing or replacing the roof.  She will send it to me via text message.

  Customer Answer

  Date: 09/04/2024

  9/4/2024 PE Messaged the consumer via text (she doesn't have email) that we are closing the mediation case.  Informed her that when she does get the estimate that she can send to me and we will reopen the mediation case.

  Customer Answer

  Date: 09/05/2024

  9/5/2024 PE:  Received via text from the consumer an estimate from a third party.  ***** and I agreed that since the ** roof came with a 15-year warranty, that we would ask for the amount from the third party that was comparable.  That amount was $5800.  (See library for 3 page estimate from MLK Roofing.)

  

  Business Response

  Date: 09/05/2024

  9/5/2024 PE:  Contacted *********************** of Platinum Roofing with the request of a refund of $5800 for a third party to repair/redo the roof of the consumer.  Gave him the option of making the repair (the roof was never finished) by Platinum Roofing.  Asked for a response to the email or a return call.

  

  Business Response

  Date: 09/16/2024

  9/16/2024 PE:  *********************** to send over copy of contract that did NOT include the portion of the roof that the consumer is saying was not finished.

  

  Business Response

  Date: 09/16/2024

  9/16/2024   Business submitted contract and indicated that the portion left unfinished was over a porch and not included in the contract.  See library.

• Initial Complaint

  Date:06/27/2023

  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.

  3-6-2023 I had an appointment with Platinum Roofing Company to put a new roof on my home. After the crew packed up and left my roof was on fire. I was recently informed by the owner ******* ***** that the supplier sent him the wrong material which was flammable. The crew was also smoking cigarettes during the installation. The company did come back 3-7-2023 to install another roof to my damaged roof, but to this present date my so called new roof is leaking on the third floor and I have a leak on the second floor. I asked the owner to at least put a tarp on the third floor, which he must not have done as I'm still getting rain. I still have an unfinished/unliveable room on the third floor which *** ***** promised to finish, which he did not have completed. Because of the actions and inactions of *** ******* *****, I have considerable structural damage, falling plaster, cracks, holes in three ceilings etc... I have mold setting up in several seen and I know unseen places. My family has suffered with soot and smoking inhalation. My daughter complains of headaches and heart pain.

  

  Business Response

  Date: 08/22/2023

  The customer has two roof.  A flat rubber roof and a shingle roof.  The customer contracted with us to replace the the flat rubber roof.  When the customer called us and stated  there was a leak, even though the customer never paid us for the roof replacement we still sent one of our technicians out to take a look at the roof.  Our technician discovered that the leak was not coming from the flat rubber  roof that we replaced but it was coming from the shingle roof that we were not contracted to replace.  

• Initial Complaint

  Date:10/04/2022

  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.

  Due to several leaks on one (right) side of my home and inadequate application of shingles, I opted to have a new roof installed. I signed a contract with Mr. ******* **** ** on 8/17/2022. On 9/9/2022, a crew came out at 7am to begin work and finished around 8pm that day. The following day, Mr. **** *** collected my payment of $9,000. Later than night, it rained considerably, and I discovered a new leak, but now in the rear of my home. I called on 9/11/2022 and visited Platinum Roofing’s office on 9/12/2022 to inform them of this. On 9/12/2022, Platinum Roofing sent out a gentleman (apparently the same gentleman that delivered wood during my install) to look at the rear end of my home. After climbing atop of the roof, he said that the roof is not the cause of leak, and it appears to be at point where my roof meets the metal owning that is over my patio. I replied to him that while I understand this, I had leaks on only one side of my home; now after a proper install, I have a new one in a place I never have before. I assume that there was a material covering this section that prevented moisture from getting in that is no longer there now. The gentleman reiterated that it is not the roof that is the problem, but he would speak to Mr. **** ** and would send someone out to place a (metal) material over that section of my home to prevent water for entering again. I called Platinum Roofing again on 9/21/2022 to see when someone would be out and did not receive a call back. As of 9/30/2022, I have removed all items from that part of the house as there was a mildew smell and have not heard from Platinum Roofing. I will be using another company to rectify this issue as it appears that Platinum Roofing’s customer service post installation is not responsive. I have posted a ****** review on 9/30 as well. On 10/4/2022, I received a phone call from Mr **** requesting a call back. As mentioned, I will be working with another company to resolve the issue.

  

  Business Response

  Date: 11/11/2022

  The roof is leaking in an area we didn't work on.  We don't install metal roofs. 

  Customer Answer

  Date: 11/14/2022

  I have attached a bit of documentation for clarification. The total file is too large to send in the complaint hub. I will email the whole document. Thank you!

  Customer Answer

  Date: 01/27/2023

  1/27/2023 : Left a vm and texted the consumer for an update

  1/27/2023: I have not heard anything from them and the issue has not been resolved.
  

  

  Business Response

  Date: 01/27/2023

  The first picture, is a picture of both roofs. The brown roof is the shingle roof that I replaced and the other part is the metal roof that I did not replace. When you replace a shingle roof, you are finished after the shingles ,and before the fascia board began.

  As a shingle roofer, you do not put metal on the facia board. 

  
  

  The second picture, shows the metal that’s needed. “That’s the white strip”

  One part of it, is screwed into the metal roof and the other part of it, is screwed into the the facia board.  “Yes” this roof did need the metal peace for it not to leak, but that is part of the metal roof,  not the shingle roof that I replaced.

  
  

  When the customer called us, we

   came out and told the customer,

   that the metal flashing that was needed, is part of the metal roof and that we do not do metal roofs.

  Customer Answer

  Date: 02/06/2023

  Good afternoon,

  Please see attached and let me know if anything further is needed. 

  Many thanks,

  * ******