Additional Complaint 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.
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Due to the volume of complaints filed against this business, BBB only publishes the details for 70% of the total complaints filed.
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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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
It's been six weeks and I haven't received my refund. If the person I spoke with had told me that my check was over my balance I could have deposit it and paid with my bank card. So they do wrong and thank the customer suppose to be pleased. It shouldn't take no month and a half to get a refund from no where. Today November 1st 2022 I being told it's still in progress. This money was for to get my bathroom ceiling fix and my time is very short now before my claim be closed.
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.Customer response
11/07/2022
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. But no check was ever mailed out. Because I call every two weeks and was told it was in process. I received a call Friday November 4. 2022 saying that a check was sent out for me. I received a check by FedX November ******. I'm satisfied because now I can get the other work that needs to be done.
Sincerely,
***************************Initial Complaint
09/01/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This company came to my home to do a roofing estimate, to replace my entire roof. They told me that my insurance can help pay for most of it, especially because my roof was so old and the shingles on my roof are no longer manufactured. ******** sent their own insurance inspector and came in with 7,000 LESS than what Best Choice Roofing had quoted. So the rep,**********, stated he would come back to my house, make a video of my roof proving to ******** that the entire roof needs replacement. After he was finished with the video he said to me "I had to take a big chuck of one part of your roof, which I'm not supposed to do, but it's to show the insurance how it's not just a fix, the roof needs replacement." I saw the piece he took and it exposed the wood of my roof! This was in April of 2022. He said he'd submit it to my insurance and get back to me. After 2 weeks, I never heard back from ***. I tried texting, calling, I left voicemails, even called his office and also tried the main head quarters 3 times and always was told "I'm sorry, someone will call you regarding your issue." Now here it is 4 months and with the monsoons actually hitting hard I'm so worried more damage will develop because of their/his video sample which was tearing a big chunk of my roof. So when I realized I was being completely ignored, I left a final text pleading for someone to just come out and patch that one part of my roof back to not being exposed. I've just never been ignored by a company. I was never rude or in any way shape or form difficult. So I'm so confused. I even asked if *** was ok.Please help me.Business response
09/21/2022
Business Response /* (1000, 8, 2022/09/13) */ We have reached to this customer and have identified that there was a case of misunderstanding between the customer and Best Choice Roofing. The customer did not have a bug chunk of part of there roof removed exposing it to the elements, but simply a rather routine attempt to repair done on the roof. Once this was explained and shown to the customer the customer no longer had any issue with Best Choice Roofing. Please see attached photos that document the repair along with attached email from the customer stating that they did not wish to file a BBB complaint against Best Choice Roofing and that there is no issue. I am asking that this be moved to Informational purposes only since it was just a misunderstanding, and the customer did not need Best Choice Roofing to actually solve any issue but rather just explain what the process was that occurred on there roof.Initial Complaint
08/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
07.19.22 The business committed to fixing the roof that was improperly installed by their negligence that caused substantial damage to the home which includes water damage inside the home Negligence/ Warranty Issue The business and I are currently at a standstill due to the management not following through with their warranty of work- improper installation of roof that caused substantial damage (including water damage to my home)Business response
10/17/2022
Business Response /* (4000, 11, 2022/10/07) */ ***Document Attached*** The Best Choice Roofing branch that Mrs. ***** was working with has communicated with her and has fixed and repaired the issue that she had on here roof along with paying for a restoration company to clean up and restore any water damage that may have occurred in the house. Attached is a repair order that Mrs. ***** signed stating that the repairs were made, and a refund was provided to her. Business Response /* (4000, 12, 2022/10/05) */ ***Document Attached*** The Best Choice Roofing branch that Mrs. ***** was working with has communicated with her and has fixed and repaired the issue that she had on here roof along with paying for a restoration company to clean up and restore any water damage that may have occurred in the house. Attached is a repair order that Mrs. ***** signed stating that the repairs were made, and a refund was provided to her.Initial Complaint
04/29/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On February 15th or 16th I had a half roof installed. Upon inspection I found they had punctured nails through to the underside of my roof. In my Courtyard and the front overhang of my home there are nails sticking through. I contacted the company they sent a manager out he said to me and my husband" we couldn't get the right nails from *****" after he left I called a higher manager he told me to send pictures.I did ,they are now ignoring me it has been 3 weeks. I can't sell my house with nails sticking out they have ruined the look of my home .I want this fixed, I paid a tremendous amount of money only for them to have damaged another part of my homeBusiness response
05/25/2022
Business Response /* (1000, 13, 2022/05/23) */ We have been notified of the complaint from ******* ******** and will be in contact with the customer to fix the issues from the installation of her roof up to her satisfaction. Consumer Response /* (2000, 15, 2022/05/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) The job to fix the damage done by the company was completed in a very sloppy unsatisfactory way. However it is completed. I no longer wish to deal with this companyInitial Complaint
08/13/2021
- Complaint Type:
- Order Issues
- Status:
- Resolved
We had best choice roofing come out on May 25,2021 to look at our roof and give us an estimate. We immediately signed with them, we signed the final contract on June 15,2021. They said it would be 4-6 weeks before completion. It then changed to 6-8 weeks. They had until August 15, 2021 to have the roof completed. We have text messages from the guy stating when it was going to get done and so on. We have tried to reach this individual multiple times with no luck. We recently found out he has moved and did not notify anyone on it and did not notify us on who was going to take over. We've asked for our money back and he refused. Said it would get done and that was 4 weeks ago. Nothing has been done. Livid is an understatement. This company has been nothing but trouble from the start. It absolute waste of our time. We want our roof done by a company that can actually deliver and not just blow smoke up our butt. I have NO CLUE how they have a 5 star rating.Business response
09/02/2021
Consumer Response /* (2010, 9, 2021/08/27) */ They finally showed up on the 17th. I'm just glad to be done with this company. They showed up on the 17th and replaced my roof, but they left the fascia on my house a complete disaster and demolished just about every sing bush we have. We are trying to sell our house so the amount of money and time we had to put into fixing what the workers messed up is ridiculous.
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Get a QuoteCustomer Complaints Summary
40 total complaints in the last 3 years.
22 complaints closed in the last 12 months.