Complaints

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:09/18/2023

  Type:Order 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 am filing a complaint against Armour Roofing Colorado LLC for unauthorized work performed on my property without any contract and subsequent billing for work and for false advertising on their website. Please attached PDF for detailed information and screen captures outlining concerns.Researched online, including reviewing of website with false advertising: mid-July (pre July 18)Assessment conducted, including unauthorized work completed with no contract: 7/24 Invoiced for unauthorized work: Late August 2023 Attempts to work directly with business: September 5 - 15 I am seeking the BBB's assistance in resolving this matter. I want Armour Roofing Colorado LLC to:Update their misleading content on their website to reflect their intent to charge for basic roof assessments.Update their misleading content on their website to reflect they do not offer estimates before conducting work.Do not state in consumer review forums, such as Nextdoor, that they will supply state license and insurance information, when they refuse to supply even at homeowners request and after unauthorized work was conducted at premises.Update their business operations policies to be compliant with Colorado state laws around their industry which is direct to general public, such as those outlined on the consumer protection site above (see screen capture from Stop Fraud Colorado government site)

  Business Response

  Date: 09/29/2023

  Armour, this comes from an individual who requested our services for a leak on her roof. After workers arrived found the problem and did a temporary repair. Complaint then praised our workers and company also wanting an estimate to permanently repair her problem. After given an invoice to pay for work performed she called and started her complaint about the cost obviously not wanting to pay her bill. Its amazing we have people like this after many go to help them??

  Customer Answer

  Date: 10/15/2023

  Armour Roofing Colorado, LLC doesnt seem to care about the legalities of this issue.

  After receiving their surprise (and illegal bill)bill, I called, multiple roofing companies in our area and asked what they would charge for the same services and sent the pictures that were provided to our family.

   

  These other roofing companies warned me not to pay this bill, even from a local company, because it was fraudulent business activity.

   

  They also requested I put out many public reviews, on all of the platforms, available to **, and submit a complaint with the attorney generals office for the state of Colorado.

  If this company cant supply my signed contract, I will let this matter drop. The company promised to come and assess my roof, I did not ask them to fix the siding or the windows. In fact, I had to call my insurance company and let them know that uncontracted an unauthorized work had taken place on my roof. The agent they sent out to review the work, cautioned. It was a Park, and we had to pay to have somebody else come out and redo it.

  Business Response

  Date: 11/08/2023

  The consumer did ask for an estimate for the windows and the siding.  The consumer even provided praise for my workers and the work they had done and only became dissatisfied once she received the bill and did not want to pay it.

   

  -transcribed by BBB employee via telephone call

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20619580
  
  I am rejecting this response because:
  
  Company has not provided the signed contract to align to the bill they sent me. Saying thank you to a company that came out to do an assessment, and then did work, BUT told you that they were not going to bill you, does not constitute unhappiness with being billed.

  It is a deceptive business practice, and it is not legal in the state of Colorado.

  Again, I am happy to accept the resolution when armor roofing provides my signed ****************** with estimate, and the bill that matches the estimate in their contract, as they promise on their website.

  I feel my only recourse left is to provide consumer reviews on online platforms, unless armor roofing can provide the appropriate documentation.

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

  Business Response

  Date: 11/16/2023

  Im tired of playing games with this individual. Please close out my BBB account and return any funds.

  Business Response

  Date: 01/05/2024

  There was no contract for the temporary repair. Everything she is asking is two months after the fact, and after she paid the invoice.  In repairs there usually is not a contract, and her Family Law attorney appears to be giving her false information. We were more than willing to speak to her family law attorney, which she never provided that information. we have tried to work with this lady as much as possible only for her to file a complaint that is not substantial .

   

  The estimate she is requesting is after the fact. Like I said this is all very confusing while two months after the repair this is the issue. The issue was the invoice, where she was given half off the initial fee of ****** where she did pay us 400.00.

   

  *************************

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 20619580
  
  I am rejecting this response because:
  
  Company has failed to respond to complaint which states fees were charged which is in direct opposition to the advertising on their website which states no hidden fees. The direct quote is, We give you complete estimates to understand exactly what you will have to pay before we start. 
  

  Additionally, companies assertion that are complaint was Made after the repair work to our roof is misconstrued.

  Service was rendered July 24.

  Owner dropped invoice #**-23 Off at house on August 28. This is five weeks after their men were at my house.

  I called owner **** With questions within the week. 
  

  Laure emailed me within the next few days, which was less than two full weeks after invoice had been delivered.I explained at that time we had a small delay as we worked with our insurance company and attorney on options.

  On September 17 the check for $400 and legally approved remit letter was sent to Armour And the check was deposited on September 25. This was less than 30 days after we received the surprise invoice.

  Finally, in the letter with the check, we told Company we would be working with BBB.

  I do thank her for acknowledging work was done on our roof without our consent. Legally, per our insurance company and lawyer, this covers us for catastrophic H343039383036373838**H issues and would allow our insurance to go directly to subrogation with Armour  

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

  Business Response

  Date: 02/19/2024

  our roofer advised us he was told by the home owner where the leak was. He then went up on the roof repaired siding and roof areas. He showed her pictures of what was going on and was PLEASED with that he did an explained to her. At NO TIME did she tell him not too repair. All that was done was alotnof caulking. The estimate that she is talking about is that she wanted an estimate for the siding and roof (new) which **** never got around to doing. what she is posting from is The website after the fact apparently, and actually month had gone by before we dropped of the invoice. **** even after a phone call with her cut the fee in half. she feels that she doesn't have to pay for repair jobs, and that it was free.Giving estimate on repair jobs are always difficult to do because you never know what exactly is going on and it is a temporary fix .

   

  Thank you

  ****

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 20619580
  
  I am rejecting this response because there seems to be a misunderstanding with Armour Roofing about the nature of my initial request and subsequent complaint.
  
  I requested Armour come to our home and provide an assessment of our roof due to a leak concern. I was present throughout the visit and directed the team to where the leak was visible from inside the house. However, the team proceeded to repair the siding and roof areas without my knowledge or consent, which is contrary to the information provided on Armour's website at the time. 
  
  Armour's claim that "at NO TIME did she tell him not to repair" is misleading. I was never given the opportunity to approve or disapprove the repairs. My initial request was for an assessment (please see previously submitted documentation); I did not provide ************************* permission to perform any discovered repairs necessary.
  
  Post-repair, I did request an estimate for potential long-term work including siding and replacement of some concrete roofing tiles. This does not equate to a request for a new roof, as stated in Armour's response. Additionally, stating Thank you, which I did say, does not equate to saying Pleased as indicated by Armours response.
  
  I agree that a month passed before the invoice was delivered, and that the fee was halved after I expressed my concern about being billed for unauthorized work. This amount was paid within the 30 day remit period, as required by law. However, the absence of a signed contract that aligns with this bill is a deceptive business practice and is illegal in Colorado; therefore, I was under no legal requirement to remit payment at all.
  
  Furthermore, other local roofing experts have confirmed that the charges for the repairs were excessively high. These professionals advised against paying the bill, citing it as potentially fraudulent.
  
  I am not seeking a refund. Instead, I am requesting Armour to update their website and agreements to clearly state that assessments may not be free (which I was initially informed they were by one owner, and then informed they were not by another owner) and that assessments provided by Armour Roofing may result in immediate, billable repairs. This transparency will not only align with the Colorado Consumer Protection Act and Stop Fraud Colorado requirements, but it will also protect both Armour Roofing and homeowners from misunderstandings in the future.
  
  My aim is to ensure that such situations can be avoided in the future by other homeowners, and I have shared my experiences with the local Chamber of Commerce, homeowners' associations, and others in the community to raise awareness about this issue.
  
  Thank you for your attention to this matter.

  ******

  Business Response

  Date: 03/10/2024

  All. our agreements are done by contract when a roof is INSTALLED. The contract we go over with the homeowner. The homeowner is aware of the Possible difference with the ESTIMATE provided too them. This is the area in questioned, "Hidden Fees."The contract is then signed by all parties. This is how the "hidden fees" are covered. Some roofs are a surprise to us not knowing whats on the homeowners roof, until the old roof is removed. Before we add anything extra on the roof pictures are takened an discussed with the homeowner what is need too be done too pass code. An addendum  is done to the original contract. The homeowner is provided a copy of our ******************** with their address an posted at the residence. This is all clearly stated in the contract, and like I said it is gone over by the owner of the company. At NO TIME did the homeowner ask for an estimate first. She instructed our sub-contractor, who is insured to "help fix it."  The "hidden Fees" is well covered an gone over with our customers who INSTALL a roof. If your not a business owner, you would have no knowledge of contracts. Never did I say EVER in any of our conversations about it being FREE. The Invoice was for WORK done, as requested by the homeowner.

   

  Our template for our website, IF we felt things had too be changed, would be a charged for US. We do not feel this needs too be done. Again previously stated in one of my emails, NONE of this was in question until she received her invoice.

   

  *************************

  Armour Roofing Colorado LLC

  Customer Answer

  Date: 03/13/2024

   
  Complaint: 20619580
  
  I am rejecting this response because it is false and misleading.
  
  To begin, I must clarify that a significant portion of the information provided is not applicable to my complaint. Much of the paragraph outlines processes when a contract is executed for work completed by Armour (and aligns to best practices for roofing businesses); however, in our specific case, no contract was executed ever. Although this is unclear in the written response, it sounds as though Armour is contending that the Hidden Fees section covers the unauthorized work conducted on our roof. Since no contract was executed, any information pertaining to "Hidden Fees" in the contract is irrelevant. The work conducted on my roof was unauthorized and performed without my explicit consent or knowledge of the fees involved.

  
  Second, despite my request for a copy of their ******************* for my home file, it was denied. This is concerning and against standard business practices. Even if it seems over-the-top for Armour, it is actually my right to require this proof BEFORE conducting business with anyone who is required to be licensed and insured by state or county law.
  

  Finally, the initial agreement with Armour Roofing was for their team to come and "look" at our roof (per my screen captures submitted in initial complaint), and confirmed by ****, the owner of Armour Roofing, they would check. At no point were we informed that they would proceed with repairs without discussing their findings with us first, nor were we given the opportunity to decline services or seek additional bids. This lack of transparency is a clear deviation from customary practices.
  

  I would like to reiterate that I never instructed the subcontractor to conduct any repairs on our roof. My interaction with Armours sub was limited to a discussion about a potential water **** on ************ ceiling which I was requested to point out and did. The next time I saw the subcontractor, the work had been completed without my authorization.
  

  As a former Legal Assistant in subrogation with State Farm, I am well-versed in construction contracts and legal processes.
  

  To be clear (again), I don't expect services to be provided for free, but I do expect businesses to be upfront about their fees. This was not the case with Armour Roofing and their interactions with customers is deceiving. The issue at hand is not about whether work should be free or invoiced (as **** continues to try to misdirect attention to), but about the unauthorized work conducted on our roof and the subsequent invoice for the unauthorized work we were expected to pay. This business practice is deceptive and needs to be addressed for the sake of transparency and fairness to consumers.
  

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