Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 response

  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

  02/07/2025

  Spokw with the branch manager and PM. They will be out next Wednesday 2/12 to complete repairs.

• Initial Complaint

  12/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  There are several problems that I have been trying to get them to fix. The first one is the roof gutter that I did not ask for. Second the space between my outside paneling and the new shingles over one of my windows. Third is the bubbles that are on one side of my roof that should be flat. The fourth is is the very top edge that needs to come out to 1 inch from the edge. The branch of this company is located in *************, **. Their phone number is ************, the person who I have been talking to is *****. I have been very patient . The roof was done on Nov. 6th. Every time that I call she gives me a different story, and when she says that they are going to come and fix these things she doesn't come. I have not paid for the roof yet. The one person that came to do the roof over my windows broke a couple of things. They took $150 off of my price which is now $9773.25.

  

  Business response

  01/10/2025

  Due to the inclement weather, we  are unable to address the warranty issue this week. The branch is looking for the earliest available day weather permitting to perform repairs. 

  Customer response

  01/23/2025

  I never got a response from you about my complaint until this email. The problem has not been solved. The woman in charge of the company came out last week and a roof person. She told me that on Friday of that week she and the roofer would be coming to fix my roof. They never came or called.

  

  Business response

  02/05/2025

  I am unable to upload the photos but there are photos of the subcontractor performing the repairs to the customers ridge vent. The Production Manager is reaching out to get the *** collected. 

   

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Been trying to contact over 17 times to deal with a roof warranty . Spoke to many people . They sent a sub out to inspect and roof needs to be repaired . Leaks / black mold 8 mos o one will take responsibility . Meanwhile we are suffering water leaks in house black mold .. I have called Pa, ********, ** no one can tell me who to call but yes someone contacted a sub to go look and now they wont respond to the sub .. I have elderly sick family my roof is falling apart due to bad install ..

  Customer response

  12/26/2024

  Still no info meanwhile my roof is falling apart at seems literally !  
  

  can anyone help me 

  

  Business response

  01/03/2025

  This is not a BCR Corp. Complaint. The *** this customer did business with is no longer operational. Our Richmond branch has  assigned their Production Manager to review and address this issue. 

• Initial Complaint

  11/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i signed a contract with this company to fix a leak stemming from around the chimney of my roof on 8/27/24. they promised us they would fix it with no problem. i gave them $400 down and we then had to wait weeks till they got around to doing the job. when completed they assured us it should be fixed. they were then paid the balance of $1500. the rains came from a hurricane and we had more water coming in then before. we notified them of issue and they made one attempt with a caulk gun at repair and still we had water pouring down our ceiling. they would no longer take our calls or answer email requests. i went to there office and was told they would have a crew there that day, no one ever showed. i have since wrapped my chimney and sent them a letter weeks ago demanding a refund of my funds and no response. we are senior citizens who do not wish to be exploited by such a company who makes promises and doesn't go through with there promises,

  

  Business response

  12/06/2024

  The chimney was reflashed, and inspected by a *************** named Chimneys Done ******. We have determined that the leak is most likely caused by water running down the stone above the flashing termination point. We are pending to review a estimate for chimney repairs, at this time BCR does not intend to cover this cost. 

  Customer response

  12/11/2024

   
  Complaint: 22617666
  
  I am rejecting this response because:
     I do not fully agree with there assesment and as previosly stated they made my problem considerately worse. bringing in someone of

   of there own choosing doesn"t seem very fair of a resolution. i still have a bad situation thanks to there failure to do the job properly.

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

  

  Business response

  12/26/2024

  We are pending a written statement from the ***************. It is the customers right to choose another chimney specialist for inspection for a 2nd opinion, we stand by our decision that this is not a Best Choice Roofing issue. 

  Customer response

  01/06/2025

   
  Complaint: 22617666
  
  I am rejecting this response because:

   again i am rejecting there statement as i feel any chimney expert is going to want the job of replacing the chimney for money earned. i listened in and spoke to the party's last here and they told me not to worry about anything as all best roofing wanted was to make us a satisfied customer. it should be stated that the workers caused some or all the cracks around the bottom of my chimney when they were cutting around my chimney as they were beating the cut pieces out from around it with hammers. 

     i would ask them to read our contract as they prommised to repair our leak and there is no mention of the chimney being repaired. at this point i would settle for half my funds returned and i will turn the whole thing over to my insurance company for future repair.

      this is a very disreputable company who have lied to my face all to often. i just wish to be done with them but if i have to take them to court i will do so.

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

• Initial Complaint

  11/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Best Choice roofing to replace the roof on my home. After the work was completed there were noticeable issues with the finished product. There is an area of the roof that has a sag, one of the gutter guards was bent, one corner of the fascia was bent up and causing the shingles to not sit correctly and there were dozens of areas on the fascia where the coating was peeled back exposing the underlying metal. Upon final inspection I paid in full and the company representative told me someone would be out the next day to fix the issues. But no one showed up. I had to repeatedly call to get someone to come out and fix the issues. Finally someone from the contractor came out, repaired the gutter guard and left. I received a phone call this morning from the company saying that the fascia was already damaged and they weren't going to repair it. So now i'm out 13k, have a sag in my roof and need to fix my fascia myself.

  

  Business response

  11/26/2024

  This issue has been addressed by the branch.

• Initial Complaint

  11/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Best Choice Roofing installed a new roof on my house in May of 2019. Since then I have had to contact them about 2 leaking problems and now the shingles have started to blow off. I contacted them back in September of this year about this issue but have yet to get a resolution. I have been corresponding with ****** ******* who claims he is the highest representative for the company but has yet to keep any of the appointment we have agreed to in order to assess the situation. I have sent him pictures and all other documentation he asbfor but to this day nothing has been done.

  

  Business response

  11/26/2024

  This roof is outside the warranty clause of 5 years. The workmanship warranty for this roof expired in May of this year. 

• Initial Complaint

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 1st - November 2nd 2024 Best Choice Roofing sent contractors to replace our roof. We were having siding put on our home as well. They damaged the brand new siding, broke a window, messed up our new 4 1/2 ton gas pack unit, put shingles on parts of the roof improperly, left old flashing on the roof, broke my deceased mothers ****** They have only agreed to fix the siding at $700.00 dollars and come look at the roof. They refuse to repair or replace anything else they have damaged. We are only looking for our property they damaged to be in the same condition it was before they destroyed it. We are seeking to be made whole. We have been trying to get this done since the 2nd of November. We were getting the run around for weeks and now we are being told they refuse to fix what they damaged and it's our problem. I already paid the deposit and will be paying them the rest when I get the invoice which is $10,800 without the $700 subtracted.

  

  Business response

  11/27/2024

  We have offered to fix the siding, and roof issues. Attached is the contract that was signed that requests a 6-8 ft buffer zone around the house. This ***** is believed to be inside that buffer zone. Attached in the zip file are photos of the alleged damage to the gas pack unit. a bundle of shingles weighs anywhere from ***** lbs. This would have caused substantially more damage. Also attached in the zip file are photos of the alleged window damage.  this window is underneath some sort of overhang, meaning the shingles would have to have swung under the awning and made contact with the window. There is also no secondary Damage from the shingles striking the house here on the windows. We have offered to logically settle with this customer, and we still are. 

• Initial Complaint

  11/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a roof installed and with the first light rain we had an obvious leak around our chimney . My husband (who is 80) had to go up on the roof to see what was leaking. The caulking around everything up the is very bad . when I tried to contact them about it ( at least 3 times ) I received NO response. My husband took pictures and then had to go back up and put more caulking around the chimney (which was the leak we know about ) .Since no one has gotten back with us I decided that my next step should be a review of the work and their response ( or lack of)

  

  Business response

  12/02/2024

  Please see attached. This customer signed a pitch warranty waiver which voided their labor warranty. Also attached is a picture image showing the pitch of the roof as below 3/12. 

  Customer response

  12/12/2024

  We were able to contact the person that set up our roof install and they had someone come out to look at / fix the issue.

  It appears that the problem has been fixed 

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/10/24 we entered into a contract to have Best Choice Roofing replace the shingles on our residence and outside building. We gave them a check from the insurance company in the amount of $12,641.09. We have held the remainder of the money ********* until we were satisfied with the install. After seeing some obvious problems and at the suggestion of a lawyer, we had 3 other roofing contractors inspect the job. The findings were: Shingles were nailed incorrectly, flashing around chimney done incorrectly damaging brick, oil spilled on shingles, black caulking smeared on brick and vinyl, shingles installed over rotten wood, defective shingles used on out building, long nails sticking thru ceiling and overhang of building splitting the wood. We are asking that the business pay for having the job done by a different contractor in the amount of $22,928.00.

  

  Business response

  11/26/2024

  This roof is being redone. We have spoken with the customer and determined this roof will need replacing. 

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We would like for Best Choice Roofing (BCR) to fix the improper/ incomplete installation. We sought BCR's roof installation services to have a proper installation backed by quality workmanship. Then as per BCRs policy, the customer signs the Certificate of Completion. We have followed procedure despite the lack of professionalism and customer service. Throughout this experience we have not had the issues adequately addressed.The amount of re-decking, bracing and structural changes that BCR made needs review. Neither BCR nor its crew sought a permit to make such structural changes or to take the entire roof off. The original decking (that was decked over) is lifting up. The Chowan County Building inspector requested to visit the home. In August, we informed you that the Chowan County Building inspector wanted you to apply for permit. *** has failed to schedule the inspection. During the installation we reached out to **** regarding concerns over his crew double decking. In August, **** ***** (****) told us that he had been working with this crew for three years and never had a problem with them installing decking over existing wood. Not only do they know that it just adds extra weight to the structure almost like putting a bandaid over a larger issue but secondly they know that they are responsible for any sort of warranty issues that may arise from the install if they were short cuts taken so I find it extremely unlikely that they would install another layer over the top of old wood. During the installation, the crew members for Best Choice Roofing informed us that they had to remove the wood from the middle section of the home because it was so rotten. They told us that they could not double deck for multiple reasons one being the condition of the original decking. The second reason was that it was against policy, Best Choice Roofings warranty, the Shingle Manufacturers warranty, and the industrys standard.

  

  Business response

  11/07/2024

  We are pending photos of the inside of the attic that verifies 2 layers of decking. These have not been provided to us. I cannot authorize the removal of material from a roof without confirmation that there is indeed 2 layers of decking. 

*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. ↩