ComplaintsforApple Roofing

• Initial Complaint

  08/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with Apple Roofing on March 9, 2023 to replace my roof with a Worthouse Metal tile product after hurricane Ian in September of 2022. Supplies were delivered on April 18, and after the concrete tile was removed the metal install began on May 5, with work stoppage on May 13. Several issues were noted at this time, vents were not installed over the garage and a portion of the roof was not covered yet. I have text messages of my contact with the site manager back and forth with no resolution. On June 4, I contacted the corporate office and spoke with Holly on June 5, in an attempt to get the workers back to finish. They started work again on June 9, 2023, but did not correct areas on the ridge. The site manager and the Worthouse sales manager came out on July 7. They looked at the areas of concern including the ventilation, small area of the roof not covered and the ridge over the office not completed appropriately. The Worthouse sales manager and site manager with Apple agreed these areas should be redone properly, and the roof coverage completed and ventilation issues resolved. On July 8, 2023, work resumed again, and again they were unable to fix the ridge over the office. At this time I noticed they had completed areas with ridge caps that did not match the ones installed back in May. They delivered more incorrect ridge caps. As of July 13, I now had a new site manager which also looked at areas of concern, and agreed it was not done properly. Up until this point I had relayed to several people in the company I have been unable to obtain home owners insurance because UPC went bankrupt after the hurricane, and no company will write a policy until the permit is complete. I cannot obtain a mitigation study for the same reason. I at this point contacted by email, the Apple regional manager on August 7. Two workers came out on August 8, did nothing. We are now approaching 6 months from contract signing, yet I can get no one to complete this roof.

  

  Business response

  09/06/2023

  After a comprehensive review of the complaint, we assigned our production manager to review and address all the issues raised in this complaint. Her report follows below:

  =========

  Final inspection on the roof was passed on 8/23 and the permit is closed. The few cosmetic issues that exist with the roofing system are being addressed with the correct ridge and end caps to be delivered and installed this week. The only outstanding work after that will be the gutters in which we have all the materials for and are prepared to take care of in the next 5-7 days if the owners are on board. If not, we can remove the gutters from the original bill and they are welcome to hire someone else to take care of that.

  Customer response

  10/15/2023

  To Whom It May Concern:

  I have had the roof completely repaired as of October 6, 2023, seven months after the contract was signed. It is completely understandable after Hurricane Ian in 2022 that installers were hard to find.  We were very patient in this regard, I feel. After having discussed this with the CEO, *** ****** ********, we seemed to be on the same page. Communication with us was poor. We have multiple text messages in which Apple was to come out to finish the work, yet they never showed. We were never sure what to believe. I must say everyone at Apple has never been anything but kind and understanding. Let me say I am not in a position to tell someone how to run their business. However, there are times when the boss just has to get on the phone, or an airplane, and come to the aid of the employees otherwise why are you a member of the BBB? As a physician for 35 years before retiring, if I had treated patients this way, by not returning text messages or not following up on  medical problems, labs, x-rays, I would have either lost my license, been sued, or both. Replacing my roof does not hold someone's life in their hands, but the messaging is just the same. It is supposed to be a Better Business. Now you have an unhappy customer. The potential for lost business from this complaint, I would think, would offset any costs *** ******** would have incurred had he done what he needed to satisfy us. If anyone would use this company, I would advise they keep very close attention to the detail of the replacement, and absolutely put a completion date within the contract.

  You may close this complaint at this time, and I really appreciate your attention to this matter. I wish Apple much success, as you are willing to subject your company to the standards of the BBB. I respect Apple Roofing for this. Attention to detail with consistent communication would had gone a long way to keep this disgruntled couple off the BBB website.

  Thank you so much for your attention to this matter.

  Joseph Piccolo
  

  

  Business response

  10/27/2023

  Our records indicate all work and repairs were completed on October 6, 2023, and we received final payment in acknowledgment of the completed work on October 12, 2023.

  We consider this complaint resolved.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am so disappointed in the lack of response and the quality of work by Apple Roofing. They did a "repair" on my roof after storm damage in the fall of 2022. I have reached out to Jake and the company regarding a written warranty for the work, and Jake kept giving me the run-around that I would get one from corporate which I still have not received. The work done on the roof was extremely poor. They did not match the roof tile colors as promised, the gaps in the roof are large and non-matching, and the nails are sticking out. In addition, once the project was complete, there were nails all over my yard, and underlayment sticking out of the project they had completed. I would like a refund on this project or an overhaul on the project that they completed to be finished at the agreed upon specifications. Although I would rather get my money back and wipe my hands clean of Apple Roofing, I need my roof to be repaired for what the compnay and I had agreed to. This work was horrible.

  

  Business response

  05/24/2023

  Our local Branch Manager, Keven, had a great meeting with the Homeowner. He inspected the roof and agreed that the 3 rake tile are not a march and we agreed to order those and replace them. Our Branch Manager also found 5 cracked tile as he walked the roof – we told the homeowner that Apple Roofing will replace those 5 cracked tile as well. Our Branch Manager and Homeowner compared calendars and mutually agreed to connect on Monday to confirm a day when the work would be completed. In closing, the Homeowner was very frustrated because he couldn’t get a hold of his Roofing Consultant to discuss the roofing issues but was very thankful to have our Branch Manager review and agree to address the roof issues. We consider this complaint resolved.

  Customer response

  05/24/2023

  
  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,
  
  Alex **********

• Initial Complaint

  03/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ***** *********Apple Roofing has been working on my house for nearly a year. I have been waiting almost 6 months for a $**** refund for a hotel stay. I have severed my relationship with *****, but I need help getting the insurance money back quickly so I can finish my house with another contractor. The bricks have been removed for 2 months. The contractor has said he would do various repairs, for example, replacing baseboards, painting bricks, etc. and has back tracked out of what he said would be done. I cannot wait months to get my money back to finish this house. This has been such a long process I'm happy to explain in more detail on the phone.

  

  Business response

  03/28/2023

  We have conducted a comprehensive review of this project and the submitted complaint, our response is as follows:
  
  Regarding the $***** reimbursement for a hotel stay: Due to damage caused by a tornado in March 2022, the homeowners were required to needed to leave their property so that new flooring could be installed. Apple roofing asked the Public Adjuster (***) if ***** **** would cover the hotel stay. Attached in this response is a screen capture of a text message from *** informing the homeowners that the insurance company would reimburse for the hotel stay – not Apple Roofing. Given that there is a dispute between *** and ***** **** over the hotel reimbursement, we suggest the homeowners contact the insurance company and/or *** to resolve the hotel expense reimbursement issue. Apple Roofing is not responsible for an expense incurred as part of an insurance claim.
  
  Regarding the brick issue: After presenting a sample board of brick options/colors, we ordered the brick selected, but upon receipt, the brick did now match. We contacted the vendor, *** *****, to provide the correct brick that was originally ordered. During this time, the customer terminated our contract for this repair – and all other repairs for all other trade services on this project.
  
  Closing comments:
  We feel we have been very flexible in working with the homeowners and their children to accommodate the completion of this project. We understand the emotional and health issues that have impacted the completion of this project.
  
  Given that the homeowner has terminated our agreement for any other trades or services on this project, and that Apple Roofing is not responsible for the $***** hotel reimbursement claim between *** and ***** **** – we consider this complaint resolved.

  Customer response

  03/29/2023

  
  Complaint: ********
  
  I am rejecting this response because: I am rejecting this response because: Please add my house has not been repaired one year later, the bricks have been off for 2.5 months and I have not been given the insurance proceeds to hire another contractor. The passing the buck on the $**** for 5 months is bad,  the bricks being off for 2.5 months is ridiculous. Ron ***** repeatedly sent back on this word and I decided to stop working with him and Apple Roofing because he has proven unreliable for over a year. Ron ***** told me my baseboards would be replaced. They were not. Ron brought several brick samples over and told me Apple Roofing would paint them at their cost. He later backed out of that. He showed me floor samples and then installed something different. The floor is scratching from the slightest thing. It took months for him to finish some of the windows. I had to repeatedly ask him to come fix leaks. He said those were temporary windows. You can call me Andy hear more of this story. People need to know what they will be getting when they work with Ron *****. * ** ** ***** **** I need to finish my home. Unfortunately, I could only add 4 photos. I can send more. 
  
  Sincerely,
  
  Janet ********

  

  Business response

  03/29/2023

  We stand by our submitted response.

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The end of January 2023 Apple Roofing replaced our weather damaged roof. They were referred by our insurance company. Upon completion we noticed lots of poor workmanship issues. Crudely cut jagged edges, some over one inch long, all of the overhang is much more than you see on any home new or old. Underlayment and shingles over the hole where a bathroom vent was, the vent left slumped in the attic. The other bathroom vent wasn't connect, left crumpled down in the attic. Lots of staples sticking up that hold up shingles so the wind can catch them. Drip edge not properly installed, smashed and hammered so not only does it not do it's job the finished edge looks awful. They made deep cuts into the trusses to install a new venting system. We provided photos and discussed the needed repairs with Apple Roofing's sales person Tom ********, he agreed and said he'd have the needed repairs completed by a different crew. He said a couple times the original crew of workers was new to him. We didn't want the same type of poor workmanship to continue. Now he and his supervisor claim all work was completed within industry standards. They want us to sign their form saying the work was completed satisfactorily, then rely on their 7 year warranty if this poor workmanship causes trouble in the future. Tom didn't get the check I gave him for the 1st payment to their headquarters before it expired. The supervisor came over yesterday just to insult and intimidate me. How can we trust anything from them now. These aren't minor repairs that need attention, they are important to the integrity of the roof. The truss cuts aren't deep enough to cause trouble now but we fear will weaken over time and/or will cause issues if we ever sell the home. We want the roof made right, an inspection from a disinterested third party then we can sign their form that work is satisfactorily complete so they can get paid. They are curranty more interested in filing a lien than fixing their poor work.

  

  Business response

  03/08/2023

  After a comprehensive review of this complaint, and in conjunction with a third party Alyssa *., we have been in communication with Ms. **** and agreed to the following "punch list" of items that will resolve this complaint:

  1) Prior to work beginning there was an inspector from ******* ********* and Tom ******** from Apple Roofing who both inspected the roof. Tom ******** looked at it 3 times, once along with Tom ****, home owner. There were areas of concern identified during these inspections that needed attention prior to the roof being replaced, such as weathered wood. Tom **** replaced the wood that was identified as weather warn. Additionally Tom ******** said that there was an amount of wood allotted in the quote from Apple roofing that would be included in the cost if additional rotted wood was discovered once the shingles were removed. We as the home owners asked to be alerted if they found more than the allotted amount so we could replace them or consider allowing Apple Roofing to do so if the cost weren't too high. Therefore if there are areas of "weathered and warped with screw heads protruding" that will not allow a flush fit, this should have been disclosed as promised so we could address it properly as agreed. Please view the photos of the drip edges, I can provide again or take more photos to show the problem with the drip edges is poor workmanship. The gaping corners where there wasn't even enough drip edge material used is one of the problems. Instead of overlapping them as it should have been they don't even touch. Also if there is wood that is too weathered and warped as stated in your punch list we need to replace it. We can do that ourselves so an additional walk around the home with your inspector to point these out is necessary. 
  

  2) Your plan to correct the over hangs over ¾ inch is accepted.
  

  3) Your plan to correct the standing staples is accepted. Please insure care not to damage the roof when pushing in the stables.
  

  4) We do not want bracing installed onto the truss cut during the installation of the ridge vent. A statement from Apple Roofing regarding it not affecting the integrity of the roof support system is what we need. To that point we do not want Apple Roofing to hammer anything into the already damaged truss.
  

  5) **** ****** correction proposal is accepted.
  

  6) Only the hall bathroom vent that was roof ever rather that installing the vent was closed off and then the vent redirected through the side of the home. This was done because we worried that subsiquent inspectors/repair people could step and possible go through that whole then be injured. The other bathroom vent is still not connected. It should have been connected at the time the vent was installed. It cannot be reached from within the attic because it is in the small area where the roof tappers down to the edge. Also please note, when we were reviewing this punch list it brough to light there is also a vent in the kitchen that was never checked for proper installation. Tom ****, home owner will crawl up there tonight after he gets off work and check.

  
  7)Most anytime is good to have the repairs completed. However we do need them to make a confirmed appointment, they cannot just show up randomly as the did before. We have dogs that need secured and family events in place. 

• Initial Complaint

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Apple Roofing was sub-contracted by ************ to roof & shingle my home in 2019 for about $******. My roof developed a noticeable leak in early 2022 causing the ceiling drywall to discolor, chip away, and fall. ************ called Apple Roofing in May / June 2022 to come out and take a look at the issue. Apple Roofing did not respond and did not come out to look at the problem. ************ called another roofing contractor they utilize to come out and take a look. This company said the flashing and shingles were installed incorrectly, and nails were pounded into the flashing causing the leak / water damage. Repairs cost $*** for the roofing & flashing repair, $*** for the drywall repair, and $*** for painting & misc. I'd like to be reimbursed by Apple Roofing in the amount of $*****. I would also like to warn other potential customers that Apple Roofing has installation quality deficiencies and does not stand behind their workmanship. I have some pictures, repair quotes, and invoices to support this complaint.

  

  Business response

  09/29/2022

  Business Response /* (1000, 5, 2022/08/30) */ It is our policy to document all calls/inquires from our Home Builder partners, like ************, regarding any of our subcontracted services. After a comprehensive review of this complaint, we found NO RECORD of any calls or emails from ************ in May or June 2022 for this address. We consider this complaint resolved. Consumer Response /* (2000, 7, 2022/09/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am unable to refute their response. My builder said he would have called Apple Roofing and left messages if they did not answer the phone. He did not document / save his text messages. While I still have reservations about the quality of their work, Apple did not have a chance to inspect the leak, flashing, & shingles. So I will not pursue further & accept their response.

*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. ↩