Business Profile

Roofing Contractors

Best Choice Roofing & Home Improvement, Inc.

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
Wayne Holloway provided BBB with his cell phone number so consumers could contact him directly regarding any concerns prior to filing a complaint with BBB. Consumers may contact Mr. Holloway at 615.481.9849 to discuss any concerns.

It is not a requirement to contact a business prior to filing a complaint with BBB.

Due to the volume of complaints filed against this business, BBB only publishes the details for 70% of the total complaints filed.

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Complaints

This profile includes complaints for Best Choice Roofing & Home Improvement, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

66 total complaints in the last 3 years.
29 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/02/2025
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.
I hired Best Choice Roofing to replace my house roof. The salesman told me that the workers would replace the old boards that compose the ***** as well as rest of the roof. The salesman came back a 2nd time and saw that the workers had not replaced the old ***** boards. He said he would make sure they do. Then I learn that he was fired from his job. The manager told me that they would not honor what the salesman told me - even though he was in their employ at the time. I asked to be compensated in the final bill for the plywood that was to be used for the *****, but was not! They want me to still pay for it!
Business Response
Date: 05/12/2025
This customers account is paid in full. There is no outstanding balance regarding this work.
Initial Complaint
Date:04/21/2025
Type:Customer Service 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.
Unwanted solicitation. Second time this company has been to my house. I have signs in the door. When I message them they act like my signs do not matter. They are not welcome on the property.
Business Response
Date: 05/09/2025
The branch has been instructed to not approach this property in the future. This has been marked as a blocked property and will be removed from all further lists for properties to approach.
Initial Complaint
Date:04/06/2025
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.
**** continue to solicit my residence after telling them to leave me alone every time.
Business Response
Date: 04/07/2025
The ** of the branch has been notified to put the address on a "do not knock" list. This list notifies employees if they are approaching addresses of homeowners who have notified us that they do not wish to be spoken with.
Initial Complaint
Date:03/20/2025
Type:Sales and Advertising 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.
We had the company put a roof on our home and it looks great the problem is the contractors slammed the shingles down so hard it damaged our ceiling in almost every room I had my insurance adjuster come out and he concluded that was why the ceiling was damaged and he reached out to the company a while back asking if they would be willing to pay for the damages they caused but no response from them. My adjuster said if he doesnt hear back from them next week its my obligation to pay for the damages which is wrong because they are pretty much trying to leave me with all of their mess to clean up
Business Response
Date: 04/02/2025
- The branch was never notified of any of this and this job has been paid in full for 249 days as of 4/2/2025.
- The Production Manager is reaching out to set up a time to collect photos of the issue.
- Best Choice Roofing is not liable for any interior damage except water damage.
Initial Complaint
Date:03/13/2025
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.
Left the soffit hanging down, they reattached the spouting with water flowing away from the downspouts. Kitchen exhaust vent removed (per request of owner) with no supporting materials underneath to support roofing shingles that's left a Divit in the roof where water can pond. Ridge vent uneven across the roof. Never covered the pool cage and old/new roofing materials blown onto the cage and in the pool, Nails and tarpaper have been removed from atop the screen with the majority of the material falling into the pool, (requiring 4 lengthy days of cleaning the area with more falls through the screen after winds and rain.)Check was paid November 01, 2024, work started December 13, 2024. First Best Choice Corporate contact number was March 13, 2025, to inquire about how the soffit repairs looked that was done yesterday and to tell me they were going to stop contacting me if I went on about the complaint. .
Business Response
Date: 03/20/2025
Production Manager is set to meet with the customer this Friday 3/21/2025 to settle this customers discrepancies.
Initial Complaint
Date:03/12/2025
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.
I received a roofing installation from Best Choice Roofing on March 7th, 2025. Initially I was quoted by Summit ********************************** for under $10K. Advised there would be additional cost for decking and back porch repairs. My second consultation was with Best Choice Roofing and the evaluation was spectacular! I was presented the works: lifetime warranty for materials and labor, same day installation and equipment clean up, post installation inspection & report. The quote was a little over $13K. Before agreeing, I asked the representative if my entire back porch including rotting wood could be repaired and she said yes with the additional cost of decking. This was more expensive than my first quote but I wouldnt need to pay for the porch repairs and the warranty was lifetime, not 5 years. A day after the installation, their supplies were on my driveway but the rotting wood was still present on my porch so I assumed the job wasnt completed. I contacted the office representative to ask about the timeline. A few hours later, the supplies were picked up but the repair wasnt done. The contractor told me they would fix it at an additional cost. The company has repaired the shingles over the porch but left the roofing wood despite the purchase of additional decking to remove all rotting wood. I spoke to the office representative and was informed I would hear back about the porch and if I was told there wasnt an additional cost, that was what the representative meant. I still havent received a call to confirm my back porch will be repaired at no additional cost as I was told before the agreement was signed. I am not signing a completion certificate until my back porch is completed since it was a part of the project I was signed up for. It is March 12th and I havent heard back from anyone.
Business Response
Date: 03/20/2025
The rotted wood the customer is referring to is not a part of her roof. This section is soffit. Our subcontractors are not insured to do carpentry. The work to be performed is not on her contract. Best Choice Roofing does not honor verbal agreements. The work must be on the contract.
Initial Complaint
Date:03/07/2025
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.
We received a contract with best choice roofing to replace a roof on a sunroom. We asked them specifically if they would check and replace any rotten wood. The contract stated that they would inspect trusses and replace any rotten wood. They installed the roof, but we found a rotten corner of a beam/truss after it was completed. There is a gap between it and the roof which could impact the stability. They never told us about the rotten beam/truss and now say that they dont do that and want payment or they will get there lawyer involved
Business Response
Date: 03/13/2025
See photos attached. The wood this customer is complaining about is structural wood beyond the roof. We do not do this work and the branch has explained this to the customer a multitude of times. This is not work we do.
Customer Answer
Date: 03/13/2025
The company chose to ignore the rotten wood and not tell us that it was rotten and put a new roof on top of it. This is a structural issue and regardless if they dont do that type of work it is there responsibility to tell us it was rotten before installing a new roof on top of it.
Customer Answer
Date: 03/14/2025
The company chose to ignore the rotten wood and not tell us that it was rotten and put a new roof on top of it. This is a structural issue and regardless if they dont do that type of work it is there responsibility to tell us it was rotten before installing a new roof on top of it.
Initial Complaint
Date:03/04/2025
Type:Service or Repair Issues
Status:
ResolvedMore 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.
On April 23, 2022, my new roof was completed. I went with BCR because they were able to get my insurance company to comply. I noticed after a year that my new roof was looking as if it was 15- 20 years old. I then started having issues with pieces of the roof falling off. The first time it happened; someone came out while we were working and fixed the issue. Sometime after I had a BCR representative come out trying to sell me a new roof after looking at mine. I explained to them that their company replaced it about 2 years ago and that I wasn't happy with the roof. They told me they would contact their manager, and he would make it right. He did contact me and told me he would come and inspect my roof. We agreed upon a day, but he didn't show. About a month of him not showing a even bigger piece of my roof came off. I contacted him(****** *****) again to get roof repaired and inspected. After a couple of times of calling he said he would send someone and to answer my phone when they call. I work and can't always answer my phone, I thought that what voicemail was for, anyhow. They showed up again and quickly repaired the roof without me being there. The only reason I knew this is because of the cameras on my house. It's bad pay a person to do a job and have to beg them to get it right.
Business Response
Date: 03/10/2025
The warranty issue has been addressed. The issue here is that the warranty was not addressed in a timely manner and with poor communication. I will be sure to notify that in the future, customers need to be communicated with and a date needs to be agreed on. We are not always able to accommodate working schedules, as the times people are generally away and working, we are working as well. If part of our job that day is assessing a warranty it is likely that our customers will be away from their homes while the work is done. In this circumstance the branch should have communicated. This may have not been an issue if they were more timely in their resolution.
Customer Answer
Date: 03/11/2025

Complaint: 23017175

I am rejecting this response because:
The time of the repair was not the whole complaint. I know I stated in the first complaint that I asked for someone to come and inspect my roof with me. The only thing they did was to come and put the old pieces back on the roof. Now I, was told by the manager that he would come out and inspect the roof. I'm just not happy with people lying to me. Secondly 2 years after the roof has been replaced, I had your inspectors tell me that my roof was looking like it needs to be replaced. There are waves in the roof and some spots that just look horrible. What is the use of a warranty when you want stand behind your work. Either the shingles were bad or the workers performed badly.

Sincerely,

********* ********
Business Response
Date: 03/20/2025
Re-roof was initiated yesterday and is being completed today.
Customer Answer
Date: 03/20/2025
The issue has been resolved. I want to thank Best Choice Roofing for resolving my issues.
Sincerely,
********* ********
Initial Complaint
Date:02/26/2025
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.
Best Choice Roofing installed a roof on my home in 2021, I reached out to them on 1/13/25 to report an issue with my roof and on 2/4/25 they sent a contractor over and damage was determined. I was told they would cover repairs in the form of a check being sent to me via mail to pay the contractor. After reaching out several times, l was told on 2/13/25 that the check "should arrive sometime next week". The check never came and again I reached out on 2/20/25, and was told that the check had not even been sent out yet. The supposed reason was the check needed to be signed by the *** of the company before being sent. At the end of the conversation, I was told that the check would be "sent via priority mail and should arrive in 2-3 days". Today is 2/26/25 and I still have no check, meanwhile I have a roof that needs repairs in the rainy state of *******. This has been known for basically a month and a half now and it seems this is being treated like a low priority situation by Best Choice Roofing. I am extremely disappointed with this situation, the only fix is expediting the check and some form of apology for the poor customer service in this situation.
Business Response
Date: 02/28/2025
The customer has been mailed a check for repairs that should be arriving today.
Initial Complaint
Date:01/23/2025
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.
We hired Best Choice Roofing to replace the roof on our detached garage last year in the amount of $4923 which has been paid in full.I received a call from ***** at the ************ location on September 20, 2024. When I called her back that same day she informed me that the incorrect ridge cap of shingles was ordered and installed which would void our ***** Corning Platinum warranty. She said she would get the install scheduled and call me back. To date no one has contacted us and when I recently called I was told someone would call me in the next day or so. It has been over a week and no one from Best Choice Roofing has reached out. Their lack of follow up has been an issue since the beginning. We had issues with the original estimate and even though they agreed to honor it they never did so we had to hire someone else to repair the fascia board and gutters on the roof. We want Best Choice Roofing to replace the incorrect ridge cap shingles so our warranty is valid and we can move forward
Customer Answer
Date: 02/07/2025
Good Evening,

I just received a call from ***** ******* with Best Choice Roofing. She said we are on schedule for the roof repair next Wednesday, February 12, 2025 pending the weather.

Business Response
Date: 02/07/2025
Spokw with the branch manager and PM. They will be out next Wednesday 2/12 to complete repairs.

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Best Choice Roofing & Home Improvement, Inc. is BBB Accredited.