Complaints
This profile includes complaints for Premier Roofing Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 63 total complaints in the last 3 years.
- 15 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/14/2024
Type: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.
Last summer Premier Roofing replaced the roof on my house. An insurance claim that was initiated by Premier Roofing ( I didnt know I had storm damage, they knocked on my door). After getting the ok from my insurance company a representative from Premier came to my home and walked me through the entire roof replacement process. Specifications as to scope of work, shingle drop off, landscape protection, clean up, materials required, and the companys own workmanship policies were put down in writing. When the work began everything fell apart. There was absolutely no communication between the higher-**** the field supervisor, and the actual roofers. Shingle delivery was not on the day scheduled nor in the drive where I requested it. Landscaping around the house took a beating as it wasnt properly protected like they said it would be. When the roof was finished excess materials and garbage was left in my yard for three days before I cleaned it all up. When I got up on my roof to inspect the work I discovered that (according to the scope of work and materials needed) the original metal on the roof edge was not removed but reused. ( a direct violation of Premiers own policy). They attempted to charge my insurance for materials they didnt use and labor for removing and installing said materials. ( approximately a $1500-$2000 discrepancy) When I pointed this out to the company they still would not admit wrongdoing and would not adjust the bill even though it was all in writing. Had I not inspected their work and knew what I was looking for(I and my insurance company) would have gotten screwed. After months of arguing with Premier I withheld the money they overcharged me for and cut them a check for the roof. Throughout this process the customer service was absolutely horrible. In fact, I have an area of concern(AOC) on my roof today and I have left two messages with the company about this issue and they wont call me back. The issue is actually on file with them(video)
Business Response
Date: 03/19/2024
We are working with the homeowner to resolve the issue.Customer Answer
Date: 03/19/2024
Complaint: 21434969
I am rejecting this response because:They are still ignoring my phone calls. Ive left two messages and no one from Premier has contacted me. How exactly are they working with me to resolve the issue?
Sincerely,
*************************Business Response
Date: 03/26/2024
We are working with the homeowner to resolve the issue.
Customer Answer
Date: 03/26/2024
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
Date:03/14/2024
Type: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.
Premier Roofing was contracted by my HOA, ************** Trust, to fix hail damage to our roofs and windows. Work began while we were on a vacation we had planned for many months prior. When we got back from our vacation on Saturday, October 15, we found our satellite dish hanging by a thread on our wall. We immediately called Premier Roofing to have them fix it. We were assured someone would come out. To this day, no one has come to fix it. I would like for Premiere Roofing to come out and fix this immediately as it has now been 5 months since they were informed. Moreover, Premier subcontracted Pinnacle Windows to complete windows. I was informed that the project wrapped up without their subcontractors completing my bedroom window. I would also like to request that they get this handled immediately as well as the subcontractor is also their responsibility.Business Response
Date: 03/18/2024
We are working with the homeowner to resolve the issue.Customer Answer
Date: 03/24/2024
Complaint: 21431772
I am rejecting this response because:Premier Roofing has fixed the holes in my wall but I am still waiting for their subcontractor, Pinnacle to complete the windows. I am waiting on three window screens from them. Once that is completed, I will accept their response.
Sincerely,
*****************************Business Response
Date: 03/26/2024
We are working with the homeowner to resolve the issue.
Customer Answer
Date: 03/30/2024
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
Date:03/07/2024
Type: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.
My roof was replaced in August 2023 by Premier Roofing Company. Roof leaks were reported starting in September 2023. Repeated communications were sent but to date the 6 leaks reported have not been resolved.Business Response
Date: 03/12/2024
We are working with the homeowner to resolve the issue.Customer Answer
Date: 03/18/2024
Complaint: 21399480
I am rejecting this response because:
I have received no communication from Premier Roofing regarding repairs.Sincerely,
*******************Business Response
Date: 03/26/2024
We have reached out to the homeowner to resolve the issue.Initial Complaint
Date:02/19/2024
Type: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 December 11, 2023 I received an invoice from Premier Roofing Company. Invoice number 237-7866 showed that I owed a balance due of $10,962.97. My insurance had already paid $11,244.48. The invoice went on to say that it is due upon receipt. It also stated that payments received after due date will be subject to a 1 1/2% monthly fee or 18% interest annually on the balance. My issue is the job had not been completed when the invoice was mailed. The agreement was that they would replace the roof, gutters and windows where damage was done due to hail and they would fix any problems they created in the process. They sent this invoice when the job was not completed and insisted that payment be made. I asked their representative, *******************************, if the work would be completed even though his company was asking for payment on the full balance. On December 19, 2013 ****** texted me that he submitted work orders, they hadnt been able to nail down a date, but it was on there to do list. I have paid in full and the work is still not done as you can see in the pictures.Business Response
Date: 03/01/2024
We are working with the homeowner to resolve the issue.Customer Answer
Date: 03/08/2024
Hello! I filed a complaint against Premier Roofing Company and need to update it. They finished the job. Thank you BBB! If it weren't for you they wouldn't have finished the job at my house.Initial Complaint
Date:02/18/2024
Type: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.
It is simple. I was supposed to receive a warranty on my roof after completion of the roof and payment.The job was completed on Oct 17th 2023.My insurance company and I paid Premeir Roofing in full on 12-11-2023 In the total amount of $14,311.25. This paid the account in full. ********************** Claim # ******* and Job # *******.I called the job site manger *********************** ************ several times asking for the Roof warranty.I also emailed him at ********************************************************** As of Feb 18th **** I still have not received the warranty.Thank you,**********************Business Response
Date: 02/19/2024
We are working with the homeowner to resolve the issue.Initial Complaint
Date:01/30/2024
Type: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 had a representative come to my home and offer a free roof inspection in September of 2023. premier is using a program that uses my home owners insurance to pay the cost of a new roof if they find that there is damage to my existing roof. Of course they found a few ******* in my shingles and I agreed for them to submit a claim to replace my roof via my insurance company. I gave a Premier a check from my insurance company in the amount of $9,041.76. There was some initial miscommunication as Premier does not deal with solar panels and my solar panels would need to be removed and then reinstalled by a different contractor. I told premier that I was not going to pay for this out of pocket but my insurance company did send me more money to offset this cost. I have not heard from anyone from Premier since September of 2023. It has been almost 5 months and they still have my $9,041.76 yet I have not had a single phone call or email returned to me with any kind of update on my project. I have been working with my insurance company on the claim that Premier has initiated and have to get an extension on my claim. This is extremely aggravating as I had no intention on opening a claim on my home owners insurance or getting work done on my roof before Premier came into the picture. Now I cannot get this insurance claim closed until a contractor replaces my roof and submits the repairs to my insurance. I only want Premier to refund me the $9,041.76 so I can hire a contractor who will return my calls and messages and not hold my money hostage so that I can get this insurance claim closed.Business Response
Date: 02/02/2024
We are working with the homeowner to resolve the issue.Initial Complaint
Date:01/29/2024
Type: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.
Premier Roofing issued *********************** a Billing Statement on 11 Dec 2023 stating a total cost of $19,922.31 and a current balance of $4,143.90. On the Premier Roofing payment site, **********************************************************, three payments are listed from *********************** with a status of paid: Card 9/14/2023 $309.74, Card 9/14/2023 $15,487.23, and ACH 10/2/2023 $3,706.41. Note: No $3706.41 withdrawal from my checking account based on bank statements has yet been executed. Premier Roofing representatives contacted by e-mail, date and outcome: *********************** 15 Dec 2023 5:51 pm - no response; ***********************, *********************** ccd 18 Dec, 2023 11:44 - **** responded 18 Dec 2023 to call ******************* at ************ ; ***********************, 2 Jan ****, stated I had called *******************, **** said he would check into it and get back with me, but ************** responded, no response; 27 Jan **** *********************** and ****************************** asked if they could forward a snap shot of the Premier billing web site and hard copy Premier Roofing bill issued on 23 Jan **** to appropriate representatives for clarification/rectification - no response. Phone attempts to Premier Representatives, date and outcome: *******************, 18 Dec 2023, said he would get back - no response; *******************, 2 Jan ****, message for status- no response. *******************, 8 Jan ****, left message for status on web site vs. hard copy - no response. ***************************** Accounts Receivable, 27 Jan ****,, message with contact information - no response; *****************************, 29 Jan ****, called from work in the a.m. left message with my work number and request for call back - no response; *******************, 27 Jan ****, message not able to make calls to this phone On 29 Jan **** I made another payment to the Premier payment site based on a Premier Roofing 2nd invoice and Notice of Intent to file a Lien statement. Payment site vs hard copy deserves Premier Roofing explanation in billing accounting/discrepancies and assurance of no over billing.Business Response
Date: 01/30/2024
We are working with the homeowner to resolve the issue.Customer Answer
Date: 01/31/2024
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. I appreciate *********'s phone call and feel comfortable that Premier Roofing will stay in contact for all resolution.
Sincerely,
*************************Initial Complaint
Date:01/10/2024
Type: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.
In October 2021 we started the process of replacing our roof with Premier Roofing. The roofing project began February 8th, 2022 and was completed February 9th, 2022 but was left with multiple issues, including exposed nails, uneven shingle placement, areas where the shingles were not properly secured and during the course of the roofing work, there was substantial damage caused to the siding and gutters of my property, which was not addressed by Premier Roofing. We called our sales rep on February 10th, ************************************************************************************************** fix the damage. After several months of phone calls to address the damage and poor workmanship performed at my property, someone finally came to my house in April 2022 but the gentleman didnt speak any English so he had to come back with a translator. A week later, he came back with the translator and made some repairs to the roofing issues but the damage to my property was never addressed or rectified leaving us with additional costs for repairs. We made multiple attempts to seek resolution directly with Premier Roofing but due to the appalling level of customer service, our efforts were met with unresponsiveness, lack of communication and neglect in addressing any of our concerns and calls and emails were no longer answered by the end of May 2022. In June 2023, our claim was sent through our insurance again but the notification came from our insurance company, not Premier Roofing. After receiving an insurance payment, I contacted Premier Roofing on September 5th and had to ask how much we owed since we never received an invoice. The office staff called back the next day with the amount to pay but I had to ask for an invoice since we had still never received one, I received the invoice via email and was assured the amount on the invoice was the full payment owed. In December 2023, we received another invoice wanting another payment.Business Response
Date: 01/22/2024
We are working with the homeowner to resolve the issue.Customer Answer
Date: 01/22/2024
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
Date:12/13/2023
Type: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.
The main issue is that it seems like the company will not give me any documentation on cancelation of the contract from them so that I can go to another company and comfortably sign another contract and get this roofing job done that was started over four months ago. I have emailed and called with no response.Customer Answer
Date: 12/13/2023
Issue is resolved per the company.Business Response
Date: 12/14/2023
We are working with the homeowner to resolve the issue.Initial Complaint
Date:12/05/2023
Type: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.
Hired Company to install roof on 5/20/23. Roof was installed in August 2023. I made first payment of $19,335.35 paid by my insurance *** 8/3/23. On 9/19/23 a letter was sent to me stating that they had reached a final settlement with my insurance company. The same day I received an email from the insurance adjuster stating they did not approve the invoice submitted by Premier. The reason for denial was for items not allowed was O&P an extra roofing labor. The insurance company approved $ ********* and asked (*********************) premiers project manager to resubmit invoice for that amount. Premier originally submitted $27,422.74. Premier Roofing (*********************) did not resubmit the invoice which delayed release of depreciation funds until 10/31/23. Premier sent me a second invoice dated 11/9/23 threatening to place a lien on my home saying that I owed interest on the balance. I had not even received a final payment from the insurance yet. I had reached out to both the ****** office and *************** to discuss the billing. You cannot ever reach anyone at the office and they do NOT return phone calls. I finally got a hold of *************** and on 11/14/23 he came to our house and agreed that the correct amount for final payment was the $*********. He adjusted the total on the invoice dated 9/19/23. I paid him the remaining balance of $6136.16. He signed the invoice paid in full premier signed and his signature. On 11/17/23, ******* called me and stated that ********************* said more money was owed, even though ******* agreed and signed paid in full on the invoice. I agreed to meet with ******* to discuss. He was supposed to stop by on 11/22/23. He texted he could not make it do fender ******. We rescheduled for 11/28/23 did show or respond text and phone call. He text me a day later and said we could meet at 2 pm 12/1/23. He did show or return text or phone calls. This company has no accountability and provides horrible customer service.Business Response
Date: 12/12/2023
We are working with the homeowner to resolve the issue.Customer Answer
Date: 12/15/2023
I was contacted by *************** from Premier. We are suppose to meet soon. I will let you know if a resolution is met after we meet.Customer Answer
Date: 12/22/2023
I did respond on 12/15/23. Your message saying I had not responded is inaccurate. We were supposed to meet today.*************** the Roofing representative canceled on his appointment again on 12/22/23. No resolution has occurred.Business Response
Date: 01/16/2024
We are finalizing the agreement/terms with the homeowner.Customer Answer
Date: 01/17/2024
Waiting for business to provide warranty information on roofing job. ***************************************** company representative.Business Response
Date: 01/18/2024
We have come to agreeable terms and provided the homeowner with all the requested documentation.Customer Answer
Date: 01/18/2024
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,
***************
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