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:08/04/2023

  Type:Service or Repair Issues
  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.

  ************************* of Better Roof Roofing spoke with us on Sat, Aug 5, 2023 after receiving notification of the complaint.  He agreed to work with us through the Better Business Bureau to come up with some resolution to this complaint.  He indicated that he would respond to the Better Business Bureau notification of the complaint filed and agreed to work with us through you.

  Thank you,

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

  

  Business Response

  Date: 08/09/2023

  Best Roof Roofing Company 

  

  Business Response

  Date: 08/09/2023

  After discussions with the city inspectors, as well as the home owners. Best Roof Roofing plans to remove the negative slope section of roofing and install TPO membrane roofing atop of dens deck in the required section in order to pass the city inspection. Best Roof Roofing has also been in contact with, as well as put the home owners in contact with several mitigation companies to address the moisture concerns. Still awaiting the mitigation companies estimates and opinions on how best to resolve the issue, prior to moving forward. 

  Customer Answer

  Date: 08/12/2023

  As noted in previous communications via the Better Business Bureaus Complaint system, we have been contacted by *************************, co-owner of Best Roof Roofing. 
  
  We have asked and received the Certificate of Insurance from Best Roof Roofing.  However, ************************* has requested that we not file an insurance claim.  He has offered to, 1) correct the roof so it will pass inspection by the *****************, **, and 2) pay for the water mitigation in the laundry room and den of our home that occurred as previously noted.
  
  Before proceeding with the repairs, we, as the homeowners, are obtaining estimates for the water damage remediation and we are also getting estimates from other roofing companies to repair the roof.  We are also in communication with the Chief Building Inspector for the *****************, *****************************, so that we may better understand and make certain that the repairs performed on the roof are adequate to pass final inspection.
  
  We have concerns about any organizations recommended by Best Roof Roofing.  It is understandable that ************************* wishes to avoid an insurance claim against his business, however, we need to make certain that the work performed meets the criteria to pass inspection.  We have also asked ************************* to provide to us a Certificate of Insurance from the subcontractor whom he has recommended for the roof repair.  We are awaiting this documentation.
  
  We wish to keep the BBB involved and keep this complaint ongoing until we have reached the final solutions as noted in the original complaint that the roof will be repaired to pass inspection and that the roofers pay for the water mitigation.

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20425376
  
  I am rejecting this response because:

  As noted in previous communications via the Better Business Bureaus Complaint system, we have been contacted by *************************, co-owner of Best Roof Roofing. 
  
  We have asked and received the Certificate of Insurance from Best Roof Roofing.  However, ************************* has requested that we not file an insurance claim.  He has offered to, 1) correct the roof so it will pass inspection by the *****************, **, and 2) pay for the water mitigation in the laundry room and den of our home that occurred as previously noted.
  
  Before proceeding with the repairs, we, as the homeowners, are obtaining estimates for the water damage remediation and we are also getting estimates from other roofing companies to repair the roof.  We are also in communication with the Chief Building Inspector for the *****************, *****************************, so that we may better understand and make certain that the repairs performed on the roof are adequate to pass final inspection.
  
  We have concerns about any organizations recommended by Best Roof Roofing.  It is understandable that ************************* wishes to avoid an insurance claim against his business, however, we need to make certain that the work performed meets the criteria to pass inspection.  We have also asked ************************* to provide to us a Certificate of Insurance from the subcontractor whom he has recommended for the roof repair.  We are awaiting this documentation.
  
  We wish to keep the BBB involved and keep this complaint ongoing until we have reached the final solutions as noted in the original complaint that the roof will be repaired to pass inspection and that the roofers pay for the water mitigation.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/28/2023

  Best Roof Roofing is working with the homeowners and the city to correct the roofing section in question, and get it to pass the city inspection. We are awaiting the city to reach out with availability on going back out to the property, and have plans to complete the roofing after labor day pending approval form the home owners. We are also taking the next and necessary steps on the interior work of the property. Weather it be through filing an insurance claim of paying for the repairs out of pocket also pending homeowner approval. Best Roof has every intention to fix the problems concerns and satisfy the customers needs.

  Customer Answer

  Date: 09/12/2023

  We are still awaiting resolution of this matter.  Please re-oepn this. To date the contractor has agreed to work with us to resolve issues, but no work has yet been done repair the damage or to correct the roof.  Thank you,

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

  

  Business Response

  Date: 09/25/2023

  As mentioned by the customer, the contractor for the interior repairs has been agreed upon, and to our knowledge to date the necessary repairs have been agreed upon and scheduled, but not performed as of yet. As for the roofing section in question. The city is supposed to be letting us know when they can meet us back out on site to agree upon the proposed solution for the flat section of the roof, prior to work to commencement. So we are similarly waiting on the city as well as the interior repair contractor.  As soon as we get the green light on the roof form the city, we are ready to compete the repairs to pass city inspection and customer expectation.

  Thanks so much, 

  Best Roofing Team 

  Customer Answer

  Date: 09/26/2023

  We are awaiting coordination of the city inspector, roofer and structural engineer at this time for completion of the roof.  Work on the water mitigation damage will occur in late October.  We hope to have all repairs completed no later than mid-November at which point we can close this out

  Thank you,

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

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20425376
  
  I am rejecting this response because:

  Work is not yet completed.  It is not really accurate to way I reject the response, but I do not want to close this out until the work has been completed.

  We have good faith in the roofers that they will correct the issues, so this should be noted.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/29/2023

  Best Roof has all intentions to make the customer whole and satisfied. We have the material ready for the roof repairs and are awaiting a meeting with the city inspector on the project as his discretions. We have responded to the inspector as well as the customer with our willingness to be present at their earliest availability. Also awaiting the interior repairs to be contracted and completed by the necessary tradesman. So all has been agreed upon between best roof and the customer, we are waiting on things currently out of our control to proceed on correcting the matters at hand. 

  Appreciate the assistance,

   

  Best Roof Roofing Team