Complaints

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Best Choice roofing replaced our roof on May 25, 2024. Upon completion, We immediately informed the contractor We were unhappy with the appearance. There is a very noticeable dip in the roof that did not exist before the roof replacement. We have contacted numerous people and ultimately was informed on April 10th that Best Choice Roofing will not fix the problem.We also informed Best Choice Roofing that minor children were on the roof. The workers explained it was spring break.We just want our roof fixed properly. This problem did not exist before they replaced our roof.Erie insurance inspected our roof prior to install. The insurance adjuster, ***********************; did not inform us of any concerns of a dip. Best Choice Roofing also used a drone prior to install and did not see this issue either.We also have a fan that fell out of the ceiling directly underneath where this dip is located. The same area where they were throwing the bundles of shingles on the roof.We also cannot hire anyone to correct the issue because it will void our warranty with Best Choice roofing.

  

  Business response

  04/17/2024

  BCR is willing to return to the property and repair the visible sag. Corporate has spoke with the branch and given the directive to gather a quote for the repairs. We tentatively aim to have these repairs completed by 4/26/24

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 29 2023 sign agreement withthe roofing company, they cane and did roofing job,but left certain things unfinished,they were called several times and notified about the unfinished job and we never got any response from them. We had also called and stated that the rest of amount owed would be paid,one job was completed. The calls were never returned. Now thet have put a lein on my house and I tried to contact them to resolve the issue and still no return calls. They never showed up for appointment. They even tried to take the remaining roofing materials that I paid for.

  Customer response

  03/18/2024

  They came toy home today and didn't even want to talk tonus regarding finishing the job andnthrewvthe invoice for the invoice amount in our face and they were very rude.I notified the manager and it didn't Even want listen to us about what happened, when his employee came to my home. He stated that his employee spoke on the phone with him and said that we were yelling at him,which was not the truth. 

  

  Business response

  03/19/2024

  Please move to information only this customer has been sent to legal.

  Customer response

  03/19/2024

   
  Complaint: 21401938
  
  I am rejecting this response because: The business has never responded in a timely manner. We have called several times since November 2023 to resolve this matter and never got any response. 
  
  Sincerely,
  
  *************************

  

  Business response

  04/09/2024

  This complaint was submitted on 3/7/2024. On 3/20/2024 the General Manager of the branch went out and spoke with the customer where we agreed to credit his unused decking towards his account. The customer Paid in Full on 3/20/2024 and ******************** retracted our intent to lien on 3/20/2024.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date8/15-10/18 BCR agreed to replace my roof (the house and my garage) for the amount of money approved by State Farm. After 2 months they finally put the roof on. When they left the next day, they left the gutters on the backside of my garage laying on the ground.When I talk to them, they told me that gutter work wasnt in the contract.

  

  Business response

  03/07/2024

  The gutters are listed as work not doing on this customers contract which is why BCR did not replace them. 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i had a roof installed by these people and afterwards I developed a leak in my house from improper flashing around the chimney. they sent out some workers and they did nothing to repair this problem. The office person said she would put me in contact with another contractor, but I haven't heard from her again. She told me it wasn't their problem, and it was a siding issue. I have since paid another company to fix the flashing in the amount of $350.00. including the deductible of $2000 dollars the total of this roofing job was around. $9000.00

  

  Business response

  03/01/2024

  Unfortunately this customer experienced a leak due to improper flashing around the chimney of the house. This was not part of the scope of work for Best Choice Roofing to do. 

  Customer response

  03/04/2024

   
  Complaint: 21234875
  
  I am rejecting this response because: I don't see how it is not in your scope to to repair or replace flashing around my chimney. Is my chimney not part of the roofing job to make sure the flashing is satisfactory? Unbelievable that you can't own up to NOT doing the job that you were paid well to complete.. 
  Sincerely,
  
  ***********************

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed a contract with company on June 6th 2023, paid $6500 the next week, asked for receipt of payment, never received. Was quoted **** weeks for replacement, Called twice a week every week for 12 weeks to get a receipt of payment and copy of invoice to ensure we would receive roof AND fascia board replacement. Finally has crew arrive to our home on a Saturday afternoon on September 2nd. Crew was there from 1pm-8pm two days in a row, our invoice included a $500 fee for a dumpster, the crew brought a personal trailer, not a dumpster. They left beer bottle lids in our yard, damaged multiple fascia boards, spray painted my white vinyl siding with black spray paint, and in the end did not replace the fascia boards. Once they left we tried to contact the office, no returned calls. They came back out a day or two later and tried to patch something because they were afraid my roof would leak. Finally had a general manager call me I asked him not to send the same crew to our home and they continued to come out at 8pm on week nights. General manager and project manager came to meet with us at the home, agreed to damaged and bad workmanship, (have text proof), and told us they fired the crew, we signed another amended form that promised us to fix the damaged and replace the fascia boards. Almost a month later and we continue to get the run around and they have not completed our roof. Its excuse after excuse. Texts, not calls. June 6th-October 3rd and our roof is still not complete. We still owe the company $4k and will not be paying it until the job is done, and done correctly. We will be hiring an outside inspector to ensure its done correctly, IF it ever gets done. Honestly if they cant send a different crew and get it done within the next week Id rather just keep my 4k and pay someone else to fix what they have damaged.

  

  Business response

  11/03/2023

  we are currently working with this customer to resolve the issues and will be able to update once all issues are resolved. 

• Initial Complaint

  09/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had BCR come out to do an estimate for some damage to my roof. The rep helped with trying to get insurance to pay for it. When BCR thought they were doing an entire roof they were ready to schedule within a week. Once ins applied to deductible and I was only having a small portion replaces I had a very hard time getting a return call. When the appointment was finally scheduled the men showed up to my door finishing their lunch. Nothing about them (clothes, vehicle, etc) said BCR. They asked if they could park on the other side of my yard, I agreed. He proceeded to DRIVE ACROSS MY YARD. Yes I yelled at him not to. While he was unhooking his ladder I went over to take a picture of the van. He got upset and told me to delete the picture. I told him no and he told me again to delete. Next he was talking on the phone in Spanish and leaving. I spoke with the area manager re:refund. He said he would put in request. I called corporate and never got a return call. Very poor business. I am still waiting for my refund even though they cashed my check within days.

  

  Business response

  10/19/2023

  A refund was sent to the customer. This situation should now be resolved. 

  Customer response

  10/25/2023

   
  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

  08/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In the spring of this year, a representative from Best Choice Roofing showed up at our door. We did not seek out this company, nor did we seek out their services; they sought out US as potential ****************************** promised us that they could complete two jobs to our property, and this was reflected in the contract that was made out. However, once the time came for the jobs to be completed, the company told us that they would only be able to complete ONE of the two jobs quoted, thus nullifying the contract. We alerted both our insurance company and our mortgage company of the issue, and both assured us that, not completing the promised services made our contract, **** and void. They both also assured us, that, although a check had been distributed to the company, they would not be able to cash it without our express endorsement. Our insurance company even put a stop payment on the check. My husband then contacted the company, multiple times, to tell them that their services were no longer needed as they had avoided their own contract. Despite this, and, despite having left several messages, the company delivered products to our house. Again, my husband called and told them that their services were no longer required as they had notified their contract, and expressed astonishment that they would still deliver products after having been informed of this multiple times.Not only has BCR failed to pick up the products that it delivered AFTER 1) failing to honor the contract by refusing to provide one of the quoted services, and 2) being notified multiple times, THEY CASHED THE CHECK THAT WE DID NOT ENDORSE. Both our insurance company. AND our mortgage company have informed us that this is against the law. We demand that BCR reimburse our insurance company the amount of the illegally-cashed check, reimburse us the $500 penalty fee (that no longer applies to their voided contract), and that this company retrieved their products from our property immediately.

  

  Business response

  09/13/2023

  We were unfortunately unable to do a part of the original contract due to structural damage to a shed. We have been in communication with this customer and a refund check has been mailed back to them which should settle this dispute. 

• Initial Complaint

  07/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Multiple issues with newly installed roof. Cannot get a return email, text, or phone call from business. Need issues corrected, compensation made for unused supplies and extra supplies picked up from job.

  Customer response

  07/11/2023

  This complaint has been filed against the wrong Best Choice Roofing. My service and complaint are directed at the Best Choice Roofing branch in ********** **, not the branch in **. 

  

  Business response

  08/10/2023

  The local branch has been in communication wit the customer and to our understanding have resolved any and all issues that the customer has. I am asking if this can be moved to informational only. I know that the customer tried to go back and remove the complaint but was not able to. Since the customer is happy with everything I am hoping this can be done. 

  Customer response

  08/11/2023

   
  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.

   

  ******************* worked hard to get all my problems resolved and stepped in personally during a very busy season to make everything right. 

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

• Initial Complaint

  04/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Got the roof, the problem is even after telling multiple people multiple times that our mortgage company, **** RD Direct, is slow, they have to approve every minor detail and approve the final payment this company, BCR, is putting a lien on our home because it is taking too long for them. They are, in essence, accusing ** of cashing a check from the insurance company and keeping it. The checks were written to ** and the mortgage company, so not only is this impossible, it is not good business. We literally cannot do anything until the **** approves it and they have the checks. They require approval of the release of funds and an inspection, which was performed less than 2 weeks ago (as of 4/14/2023). They still have to release the money, but again, not in our control. Now BCR is informing ******* lien on our property for the **** taking too long. I would like for this lien to be off of our credit report, ultimately. This is an unfair punishment for something that we cannot control. I am not supposed to sign or agree to anything without the ****. How can I cash a check written to a government entity? And I want to point out that everything I requested from BCR. from an itemized invoice to a signed completion form, was like pulling teeth. It took them weeks to get the information I needed to send the **** in order to get all the paperwork for final approval.

  

  Business response

  05/18/2023

  This customers roof was installed and completed back in February and we have still yet to receive final payment from this customer.  Placing a lien on the customers home is policy after allowing this much time to pass without being paid in full after the completion of the job. We do understand that there is a procedure in place for mortgage companies to review final payment and will remove the lien from the customers home if we get confirmation that we will be paid in full. Thank you! 

  Customer response

  05/19/2023

   
  Complaint: 19937755
  
  I am rejecting this response because: 

  As previously discussed: talk to the ***** THEY HAVE THE CHECKS AND THE ****** WE DO NOT HAVE IT. 
  
  Sincerely,
  
  *******************************

  

  Business response

  06/01/2023

  So it looks like now we have every check needed from the insurance company. The only thing that Best Choice Roofing is missing is the homeowners out of pocket and deductible. Once that is sent in everything can be removed. 

• Initial Complaint

  11/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It all started in July 2022 . I called to get some tile repaired on my roof. Just 4 tiles At that time I was told it was a small repair. So I added some other repairs. The total was *****. I paid half at that time *****. The check had cleared my account on August 30. I called to find out when they were coming out - this was mid September. Was told then the couldnt do it. Too small and they would have to buy a whole pallet of tile and they dont have storage for it. So I told them at that time to just refund my money. Was told ok. So I waited. Called again October 10. Was told he should be on its way. We are now into. November and still have not received my check and now getting no answers on the phone. No call backs. Have left messages. I am so frustrated. Horrible service. I want my money back. Help please.

  

  Business response

  11/07/2022

  Customers refund check was sent to them via mail. Unfortunately it appears that there was and issue with the mail and the check has been lost this has recently happened with another customer as well. We have canceled the previous check that was sent and have re sent a new one via overnight mail and have notified the customer of the mistake of a lost check and new one being sent overnight.
  With this being a mistake with the mail and not a fault of best choice roofing we are asking that with the customer receiving there check that this complaint not be counted towards best choice roofing. Thank you. 

*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. ↩