ComplaintsforBetter Roofing USA, Inc

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ** Sept 28, 2023 ******* was driving around my neighborhood and stopped at my home while I was outside and asked if he could get on my roof to check for hail damage. He was in a truck with a ladder and I agreed. ******* Informed me I had hail damage on my roof and advised me to file a claim with my insurance. I told **************** had to get a 2nd opinion before proceeding. ******* continued texting me and calling for the status on the 2nd opinion. I informed **************** would call him when I was ready to proceed. ** June 10, 2024 I called ******* via phone and told him I was ready to proceed with the roof. That same day ******* came to do an inspection on my roof and informed me once again I had hail damage and got his phone and proceeded to call my insurance from his personal phone. I opened up the claim and the insurance agent told me an adjuster would get back to me. ** June ** June 12, ************************************************** know he would be at my home on June 13, 2024 to do an inspection. I texted ******* letting him know. ******* stated he would be at the inspection with my adjuster. That same day June ****************************************** Better Roofing showed up at my home. I called ******* to find out why he was there. ******* states he was there to chalk up the roof for the inspection the next day. ** June 13, 2024 the adjuster and ********************* showed up and did the inspection. ** June 14, *************************************** the claim was denied. The reasoning he stated, Better Roofing intentionally damaged your roof. My adjuster stated, someone got on my roof with a hammer and created like hail damage. I went to my ring camera from the day before which showed ********************* getting on my roof. I was not home that day but my daughter was and she told me someone was pounding on my roof so hard it woke her up. My adjuster has 30 years under his belt and stated the size of the hail damage on my roof did not match the size of hail dama on my BBQ pit or on my fence line.

  Business response

  07/12/2024

  Thank you for bringing this matter to our attention. I apologize for any inconvenience that you have experienced. After a meeting with ******* and **********, I want to assure you that nobody damaged your roof on purpose. ********** did meet with the adjuster on 6/13/2024 and said no concerns were brought up at that point. ********** states he has worked with this adjuster on previous claims. I Orlando ********************** (owner) would like to have the opportunity to speak with the adjuster and listen to his opinion. I would also like to see any evidence that the adjuster or the homeowner can provide to prove that ********** or anyone from Better Roofing damaged the roof on purpose with a hammer as was stated in the complaint. We have been in business for over 25 Years  and have always strived to maintain a good reputation.
  
  
                                                                                                                                                    Respectfully,
                                                                                                                                                   Orlando ********************** (Owner)

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Acceptance 10/24/2020, Date of full payment when completed 10/26/2020 $8500. Better Roofing offered their services after Hurricane *****. As *********** was extensively damaged after the hurricane local roofers were in great demand. Our home was damaged by fallen trees and destroyed roofs. We hired Better Roofing to replace the roof om the main house and the apartment behind the house. They were to remove shingles. Just recently we noticed water marks and cracks in the ceiling and on the walls in downstairs bedroom and living room, ********** rooms had wet walls from the ceiling down. The flat roofs had water between the walls. On 9/29/23 I called the company and spoke with ******. She said they would write a work order and send someone out. She called back and said there was no one in our area to send and told me to get bids locally. I called 3 roofers. One came and sent a bid fax to Better Roofing. The bid was Refused. I did not authorize a full replacement. As I was in the hospital in *******. I was not aware of the request for full roof replacement. The roof is leaking.

  Business response

  10/27/2023

  
  Dear Mr. ***** ***************,

  
  Wed like to sincerely apologize for having to deny this warranty claim. Wed like to include some details about this interaction that ultimately lead to us having to deny this claim. How our labor warranty works is that if any leak or cosmetic issue that *** have occurred should happen, first,  we need verify that the home in question is still under warranty. When we initially received a call from *************** on 10/02/2023,we pulled the file in our system and we verified it was installed 10/26/2020,and only had a 2-year labor warranty. *************** was informed of that and insisted that she had a contract saying she had a 3-year labor warranty granted by her salesmen. With that information, our office representative requested that she send a copy of that and that if that was indeed accurate, to go forward with finding a local contractor to provide us with an estimate for repair of the leak. Upon reviewing the contract and estimate with management, which is when the warranty claim then got denied, it was noticed that the 2-year section was checked off and then on the other option, that too was checked off and that  3 Years Requested was handwritten into that section of the contract. Our team, should we ever agree with a customer on an extended warranty, has a certain protocol to follow when doing so. That is for they themselves to confirm with management first, then they would  sign off it next to it so we can then note it in our system. There was no note or signature from our salesmen on that proposal or contract that made us believe this was an agreed upon extended warranty. If there is any further information needed from us to resolve this issue, please feel free to let us know.
  
  Thank you,
  
  Management

  Customer response

  12/12/2023

  Complaint: 20780107
  
  I am rejecting this response because:
  

  see attached document

  
  

  Business response

  12/18/2023

  We will work diligently in the future with our team to assure these types of issues or miscommunications are avoided. With that said, we have decided that we can cover the repair cost for Mr. and ***************, per the $696.15 bid that was attached in their previous response.

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sunday Feb 19 an unmarked vehicle parked in front of my property for several minutes then left a cold call hanger in the fence. Although suspicious this is not the issue. Whoever the driver was I witnessed them through my front door window, taking a picture of the front of my home. Maybe a common practice for Better Roofing USA but this is also this is common criminal behavior in scoping a property. As such the drivers photo, vehicle information will be provided to SAPD. Better Roofing USA should consider this a notice of trespass and any employee person or rep connected with Better Roofing USA in future will be considering trespassing and will be treated as such.

  Business response

  02/21/2023

  I am truly sorry for how this played out. This person was a newly hired employee. After speaking with this employee, I can assure, although this behavior seemed like something else, the persons intention was keeping track of houses that he left his business cards at. That of course is not at all acceptable and we take complete responsibilty for this mistake. The employee has been placed on suspension until further notice. We would like to sincerely apologize to the homeowner, this type of issue will not happen again. We will continue to work diligently with any and all new employees who join our team. 

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently had a roof done by this company and paid in full. The signed contract stated they have a 2 year labor warranty. Contacted **** the salesman in early Jan with issues and he immediately had a change in attitude and told us to wait several months for shingles to settle. Now my roof is leaking. Contacted salesman and company phone and have not received a return call even with submitted pictures of gaps in roof and water running down exterior bricks.

  Business response

  02/10/2022

  We have taken the necessary steps and reached out to the clients. We have reviewed all supporting photos along with shared information about the initial concern with roofing work. This does not seem to be a roofing issue. It is more than likely a problem due to lack of fascia on the home. Prior to this complaint from **************, we had already spoken to and coordinated a work order with ***************. We are now all on the same page and we will be going over to Mr. ***** *************** home to take a look in person and address any and all concerns.

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