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:02/18/2025

  Type:Billing 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.

  Hired Best Choice Roofing to install a new roof after a tree fell on my house. The job was initiated and completed on 12/22/23. On 1/21/25 new contractors began kitchen repairs. When replacing the ceiling (water damage from initial tree fall) it was discovered that the roof installed 12/22/23 was done poorly. Pictures and videos taken during current renovation show that Best Choice Roofing attached new product to damaged and rotting frame work. I contacted Best Choice Roofing on 1/28/25 in an attempt to resolve the issue. I spoke with ******* ******** at 7:58AM on 1/28/25. She stated that the work is under a 7 year warranty, and that they would have someone there within 24 hours for inspection. At 8:30 AM Ms. ******** texted to request pictures and video of damage discussed in the 7:58 AM call. Requested items were promptly forwarded. at 9:10 Ms. ******** texted and stated items were received and currently being reviewed by Jamal, the production manager. At 8:59 I received a call from Jamal stating that the damaged beams required "frame out" work, and their company does not do that. I stated that I should have been made aware of the issue, just as they did when they realized additional materials were needed to bring the roof up to code. I stated that the roof must be replaced and that I would like the cost of this to be deducted from the current loan, or reimburse me directly. Jamal stated someone would be in touch. At 11:25 on 1/28/25 I received a call from another gentleman from Best Roofing (i did not write down his name, phone # ************** I restated my concerns. He stated the workers had no way of knowing the wood was damage, that everything "looked fine", and the only reason I notice a problem was because the ceiling was removed. photo and video evidence of the exterior clearly shows they were aware. He stated the work they did is sound and they cannot help me.

  

  Business Response

  Date: 02/19/2025

  We appreciate the opportunity to respond to Ms. *****'s complaint regarding the work completed in December 2023.

  On 10/24/23 we were contracted to remove and reinstall a new roof on Ms. *****'s home, including replacing the roof on a lean-to porch in the rear of her property. The scope of that install was to remove the existing roofing system down to the decking, inspect and replace any decking (at the property owner's expense) that would not hold nails and install a new roofing system. During the install, when replacing rotten decking we discovered one joist that was rotten and needed to be repaired which we sistered. Our team followed standard roofing practices and did not perform, nor were we contracted to perform, structural inspections or framing beyond what was necessary for the roof installation.

  On 1/29/25 the property owner reached out to let us know that her interior contractor discovered bad wood to her structure. The property owner is asserting that we should at minimum, identified the issue during the roof replacement, and ideally have replaced it during the roof work. Upon reviewing photos sent by the property owner, it appears that a header in her home, far interior any of the roofing surfaces we replaced was damaged.

  We noted to the homeowner that, this header was obscured by insulation and a joist and there is no way we would have seen any damage to that structural member at the time of replacement.

  To further clarify:

  1. The header in question was not part of the roof system we replaced. This is an internal structural component, not a visible or accessible part of the roofing system.

  2. There was no visible indication of this issue at the time of our work. If there had been evidence of structural concerns within our scope of work, we would have notified the homeowner.

  3. 1 year is a long time. A lot can happen in wood over the course of a year. If the wood was saturated at the time we did the roof, then it's entirely possible that as it eventually dried out after the roofing system was secured, the wood started to rot after completion of the roof. Nobody can control the latent effects of roof leaks. All we can do at the time of a roof replacement is observe visible damage and visible needs. If there is unseen/hidden damages elsewhere, that's outside of our scope as a roofing contractor.

  4. Having spoken with several framing experts, replacement of the entire structure may not be necessary to replace that header. Temporary supports could be constructed to support the structure while the header is replaced.

  We strive for quality workmanship and customer satisfaction, but in this case, we do not believe the claim to be related to the work we performed though we regret that the homeowner is experiencing an issue with her home. We stand by our work and remain committed to reaching a resolution with the customer in any way possible, including doing an onsite inspection at a time that is mutually agreeable by all parties. We are happy to help and discuss further in any way that we can.

  Best,

  Best Choice Roofing Northern Delaware

  Customer Answer

  Date: 02/25/2025

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  The header is not the only damaged area.  The pictures submitted with the initial complaint clearly show where new wood was affixed to rotting wood that should have been removed. The damage from the rotted trusses leeched into the new ones.  The photos show that the old beams are broken, jagged, and black.  While I agree that a year is a long time in regard to some situations, but not when discussing the life of a brand new roof.  They typically have a 20 year life span.  Knowing that the roof was being replaced because a tree fell on it, any wet/potentially damaged wood should have been replaced.Best Choice Roofing stated that they “strive for quality workmanship”, this is clearly not quality workmanship. I feel that they saw a trusting, single mother and took full advantage.  
  
  
  Regards,
  Complaint ID: 22956736
   
  
  
  
   

  

  Business Response

  Date: 03/07/2025

  ******** and I are in contact outside of BBB and are working on a resolution.