ComplaintsforBest Choice Roofing of Middle TN

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This correspondence is to address a warranty issue I am having with my property located at ***************************************I received a full replacement to my roofing system this past year, 2023. Since than I have developed a leak from the ***** Corning system being compromised. I must say, this is a disappointment, as it had not aged a year at this time. The problem:A leak was formed because of faulty installation of wall flashing.Poor communication from the local BCR office in ***************Indirect answers for the management team at said office.Continues leak which will ultimately lead to additional damage to structure.There is damage to the celling in the bedroom just under the area where the water leak is occurring, I have placed containers under this area to catch the water leaking in this room.The general manager, *****, was notified May 7 2024 of my concern. He has been less than attentive with regards to my home. I have contacted him and the office, located at *************************************. Suite 108, multiple times. The results have all been the same, constant changing answers with no decision to fix the issue at hand. The collective sum of what has been explained is "there's nothing we can do due to how the stone wall has been made." ***** consulting with my home builder, it was noted that the wall does not need to be cut in order to properly repair and/or replace the flashing. There were no issues before my replacement; there were no issues installing said flashing. So, how then is there an issue with a warranty repair? We have attempted to resolve this issue with the local office with less than satisfactory results. We would like to have someone contact me to honor the warranty we were guaranteed at the time of contract. My next step would be to file an official complaint with the Better Business Bureau and/or seek legal counsel regarding Best Choice Roofing not honoring its portion of our warranty established with our contract.

  Business response

  07/19/2024

  We are disappointed to hear ****************** is having leaking in his home. We received notification on 5/2/24 that of the leak. Our crews and General Manager evaluated the leak on 5/6/24. It was understood between BCR and the homeowner that this was a design flaw with his dead valley. Homeowner was going to speak to his builder about getting a new cricket installed in that ***********. He inquired about us covering the interior damage to the ceiling, our GM told him to have his builder reach out to BCR and we can come up with a plan. Homeowner called again and stated that builder is refusing to do anything to help without being compensated. Our GM told the homeowner, we understand but we can not be held liable for how the roof was designed. BCR told homeowner we can not send our crew out to cut into the stone and build the cricket since they are not brick masons. Our GM told the homeowner to have the builder call him directly so we can work this out. This last conversation was on 5/7/24. We show four more documented attempts to reach homeowner since that day and have not been able to get ahold of homeowner or have him return our calls. 

  Customer response

  07/19/2024

   
  Complaint: 22009904
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  07/21/2024

  The statement made by Best Choice Roofing is incorrect about having a design flaw on the roof. My home was built in 2010 I have never had any problems with leaks or any kind on the roof until in February of 2023, the area where I live experience severe high winds lifting up some of the shingles, even after this happened, I had no water leaks in my home. Best choice inspected the roof along with the insurance company at that time Best Choice Roofing nor the insurance company found any problems or indicated they could not complete the replacement of the roof, only after their replacement of the roof they now say that there is a design flaw. I am asking that they honor their warranty, or the case be handle through mediation.

• Initial Complaint

  12/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired this company to replace my roof. They broke several major items and never disclosed even though they knew they caused damage. They broke a major furnace vent which they tried to fix unsuccessfully. They agreed to send HVAC company to fix properly which they did. They ripped my plumbing vent which they also did not disclose. I hope that has been fixed properly but have not had a plumber inspect. They also broke my attic fan. I had an electrician come out who said it was obvious they stripped the motor whip out of the housing. He originally gave an estimate $550 to fix. When he realized he had to build scaffolding to access it, he has to charge more which will be $1000. It has not been fixed and the roofers refuse to pay or replace it themselves. They are taking no responsibility for this damage. They have been frustrating to deal with and this has caused a lot of extra time and attention. I advised I would be contacting BBB and small claims. I expect them to pay for the repair and at this point don't trust them to do it correctly. They also left debris and nails everywhere inside which they refuse to clean appropriately with a shop vac.

  Business response

  01/03/2024

  Best Choice Roofing apologies for any misunderstanding and agreed to pay for the power attic vent replacement. We are working with **************** to get this issue resolved as soon as possible. 

  Customer response

  01/03/2024

  The manager contacted me via text saying they would refund me for the repairs. He said they would email a document to e-sign which they still haven't. I will not be accepting or satisfied with their response until they actually do something...saying they will is a different thing.

  Customer response

  01/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution as long as they actually send the credit which I have not yet received.

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

  819 ************

  ************, ** 38017

  
  

• Initial Complaint

  06/28/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am filing this claim because of the deceitful way this contract is written. In front of this page WHY I sign and rep ****** stated over and over that I only had to pay the ******* deducatble from WHATEVER I was given. As shown in the attachement I was "rewarded" $ ********. Also show the words i signed my name to says " I agree to allow BCRMT llc to complete APPROVED repairs (notice that contract also has gutters listed) for the exact dollor amount reward at no additional cost to the property owner with the exception to the insurance deducatble amount and upgrades". I asked so no matter what I only had to pay the *******. He said yes as it says. Now ** being told it's not based on what I was given on the check rather ******* on the BACK (not the front)- which was not explained at the time. Since I don't have insurance policy that covers my deprication I have to pay the additonal ******* out of pocket AND they don't do the gutters unless they are all repaired. He NEVER stated that I had to pay if my deprication wasn't covered, or that RVC wasnt the amount for the check. ****** also said that most home owners knew this- but it was YOUR job to explain it. I had the Progressive agent **** on the phone listening and telling me he had coverstations with ****** that was recorded saying he would cover the gutters and he (Progressive) was emailed only front of that contract -not the back - as if I only had to pay the deductable (attached). You can't say no additonal cost then AFTER you find out the customer's policy has no deprication reimberment, tell the customer that they have to pay the diffrence. This seems like a scam for not being written in the contract explaing the amount of the check isn't the same as RVC. Then I was told if I don't agree to pay the additonal amount told I have to pay them ***** dollars plus legal fees if I don't have the work done!!! I would have NEVER signed my name if I was clear that this wasn't based on the amount the check as I was told.

  Business response

  06/25/2023

  This complaint is not a corporate store and needs to be removed from the corporate BBB account this stores fall under an affiliate ***********************. Thank you!

  Business response

  07/05/2023

  Best Choice Roofing apologizes for any misunderstanding. Best Choice Roofing's agreement with the homeowner is to replace the roof for the same dollar amount the insurance company says it will cost to replace the roof.

  On a RCV or Replacement Cost Policy, the insurance company will pay the full amount to replace the roof minus the deductible. For an ACV or Actual Cost Policy, like the policy I believe **************** has, the insurance company only pays out the actual value of the roof and the homeowner is responsible for paying their deductible plus the depreciated value of the roof.  

  When ******, the Best Choice Roofing representative, reviewed the claim settlement with ****************, he discovered it was a ACV policy and **************** would be responsible for more than just her deductible. Best Choice Roofing cancelled the agreement and waived the $1,000 breach fee that is normally charged for assisting homeowners in the approval process. 

  Again, Best Choice Roofing apologies for any misunderstanding with representative. If we can answer any questions or provide further clarification, please contact our General Manager - ******************* at ************. 

   

  Customer response

  07/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution to cancel the contract with all fees waived.

  
  Sincerely,
  
  Da'***********************

  *********, ** 38637

  
  

• Initial Complaint

  03/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  AFTER A STORM HIT MY NEIGHBORHOOD AROUND SEPTEMBER OF 2022, ONE OF BEST CHOICE ROOFING SALESMAN KNOCK ON MY DOOR AND SHOWED ME SHINGLES WERE MISSING FROM MY ROOF. WE IMMEDIATELY CONTACT ****************** AND PUT IN A CLAIM THAT SAME DAY. THEY COMPLETED ******* JANUARY 20, 2023. They didn't replace my roof flashing they put the old crack one back up there now water has gotten under the shingles. Then on top of that they didn't inspect my decking or replace the damage wood under the shingles that's over my garage which has cause a roof leak and now my ceiling in my garage is leaking and has fallen in. I have call ****** several times, and the ************* about my damage roof flash and about this ceiling leak, and it's always we sorry we will get there when we can. But they rush people to pay the money upfront, but can't rush to fixed mistakes their contractors have made. I have water leaking inside my home this is crazy. I spent $19,000 with them, and I have contacted my insurance and got them involve and legal matters will be filed. I should have left my old roof on if I knew I would have these problems. ************** have other clients considering to use this company and now they have to deal with this type of complaint it doesn't look good for the business. And they are not honoring their warranty. I paid my balance in Full I'm not gone beg you to fix my home you have ruin. I'm highly upset and we will be taking legal action.

  Business response

  03/12/2023

  We believe there was a misunderstanding with **************. Our Director of Production personally reached out to ************* to ensure her all BCR obligations will be upheld. To our understanding ************* is satisfied with BCRs handling of her concerns. 

  Customer response

  03/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. They have agreed to fixed my ceiling, in which I have already sent them the quote for my drywall repair. They have repaired ******* leak already. I'm just waiting on my ceiling drywall repair and we can close this case. Thank you 

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

  109 *********

  ********, ** 38866

  
  

• Initial Complaint

  02/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In December 2022 I hired BCR to work on my roof after a really bad storm demolished my 50 year old roof. The crew they hired had a language barrier, but they did a pretty good job and finished in two days. The problem is that the company's right hand has no idea what its left hand is doing so the customer ends up with a whole discombobulated mess! I was constantly being told two or three pieces of incorrect information from two or three different people and no one at the company tried to corroborate anything that the other people were telling me. I paid $8,641.73 on Feb 21, 2023 (after the work was completed on Feb 14, *****, the account rep, texted me that this was my total final amount). So after I paid the $8641.73, they then called me two days later insisting that I owed an additional $975 because the workers had to replace some of the wood. I do acknowledge the replaced **** but that should have been included in the final tally which brings me back to my top statement - the right hand doesn't know what the left hand is doing. It is not good business to come to someone after work is completed and payments have been made and ask for more money. ****** at Best Choice Roofing HQ did "offer" to try to get the $975 financed but the minimum amount to finance is $1000 so they "offered" to add an additional $25 to make the amount an even $1000. RIDICULOUS! Who in their right mind would agree to that?!

  Business response

  03/01/2023

  Best Choice Roofing admits there was a misunderstanding regarding the invoice for decking. ******* Rep thought the amount of the decking ($975) was included in the final amount owed when in fact it had not yet been added. BCR reached out to **************** and apologized for the misunderstanding and let her know we would be issuing a credit to cover the cost of the decking. 

  It is our understanding that **************** was satisfied with this outcome. 

  Customer response

  03/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. Since issuing my complaint, ***** has been very hands-on and I appreciate his business ethic and thank you to BBB for mediating this resolution. 

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

  3663 **************

  *******, ** 38115

  
  

*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. ↩