Complaints

This profile includes complaints for Roof EZ Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Roof EZ Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Roof EZ Inc.

  921 SE 15th Ave Cape Coral, FL 33990

  
• 

  Roof EZ Inc.

  2528 Andalusia Blvd Cape Coral, FL 33909

  

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:03/24/2023

  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.

  On 10/18/22 we signed a contract with Roof EZ to replace our roof on our home due to hurricane *** damage. We told them we are getting water in the house as a result of the damage, and we could not wait for insurance since we could not start home (inside) repairs until our roof was waterproofed. We agreed to their cash price of $36,712 and they required 50% down. We paid them via personal check in the amount of $18,356. We told them we hired public adjusters to deal with our insurance claims and did not authorize them to deal directly with our insurance. The salesman agreed. We found out later through our insurance and public adjuster Roof EZ was in contact with our insurance. They only provided us with a copy of the contract (signed electronically) when we requested it to get reimbursed through our mortgage lender and it did not include an amount, so we were unable to to get any money as the requirement was for the amounts to match. Instead, they sent us an invoice for $65,000. When we confronted one of the owners, he implied we were trying to commit insurance fraud. The *** that was signed electronically was fraudulently notarized. The city inspection failed on the work they had done on 2/14/23. We asked them on 2/20/23 and they lied and said they were still waiting on the results. We had the permit transferred to a new contractor per city requirements. We have 2 licensed contractors verify the work they did was not done properly and had to be replaced. We've tried several times to, in good faith, come to an agreement of settlement from them. The last phone call we got was ********************* yelling at us and suggesting we have our attorney call the office and they were going to put a lien on our house. We've tried everything we can thinl of to resolve this amicably but have only been yelled at and accused of insurance fraud. I want others to be aware of how this company does business and their dishonesty and lack of integrity.

  

  Business Response

  Date: 04/11/2023

  The client is misunderstanding and believes that the roof cost would be $36,712.00. This number was a retail guesstimate from sales representative ************************* and was never agreed upon in writing, this was a retail guesstimate only used (he said, she said) to get a rough idea on how much to collect for a deposit to begin the permitting process and schedule the project, as the client did not want to wait for their insurance proceeds as they wanted to get their project scheduled as soon as possible.  ************ contract was signed on 10/18/2022 and there was no amount listed. Our insurance contract states we will do the work for the amount approved by the insurance.
  We have proof in our documents for docs and email sent to clients with requested documentation on 1/30/2023 & then on 2/02/2023 with the form corrected for their mortgage company. After this information was provided their mortgage bank should have released the ins proceeds. The metal drip edge was unavailable at the time the metal package was ordered, there was a delay in obtaining metal from suppliers and there was a miscommunication with our crew leader and due to this the Dry In was scheduled prematurely. We did the work as soon as we had the opening in our schedule on 1/28/2023 only 2 days after the dry in material was delivered on 1/26/2023. The sales rep did not have the information to respond to the Dry In inspection results, this is why he said to the client there were no results at that time. On 2/14/2023 Dry In: Failed Inspection Comments: Install drip edge add flat deck to permit **** 707-8756. The inspector didn't realize this was for a metal roof and therefore failed the inspection due to the lack of drip edge which does not arrive until the metal package arrives for installation. Our Roof Ez permit processor was not notified of this and therefore the permit was NOT revised after this incident to include the flat roof. The revision to add the flat roof was filed on 3/14/2023. By 3/20/2023 we were still pending the metal package and coil to be delivered to do the 5v Metal roof installation and install the drip edge in order to have the dry in inspection completed prior to the installation. We are unable to refund any monies because material and labor costs exhausted the deposit amount received. 
  On January 30, 2023 the documents requested to be sent to the mortgage company were emailed to the clients. The amount on the document differed from the total job cost of $58,055.56 because it was the difference remaining to be paid of $40,055.56, because they paid $18,356.00 as a deposit with a personal check on 11/21/2022.
  On 01/31/2023 the client emailed the office the information needed to be corrected because they were rejected due to being incomplete or inaccurate. On 2/01/2023 the client emailed the office to get the Waiver of Lien corrected once more to have the correct amount of $58,411.56 (per the contract she stated in her words - email proof attached) to be inputted on the Waiver of Lien which is the amount the insurance approved for the re-roof, gutters, and tarping (Insurance estimate attached) On 02/02/2023 the Waiver of Lien was corrected and sent by email to the *********************** (see corrected WOL attached). 
  Per sales representative ************************* he personally met with the clients on February 1, 2023 to clear up any confusion they may have had, there is proof of this in a text message. 
  We have tried to explain to the client on several occasions that the dry in was a minor mishap and that as soon as we received their metal we would be returning to install the missing pieces and complete the work in its entirety. The client took matters into their hands by refusing to have Roof Ez complete the work since they removed us from their permit and hired another contractor to complete the work we were assigned to do. 
  We even let the client out of the contract since they were unhappy and discussed with them the circumstances of these actions as well as our willingness to complete the work for them, and that we could not refund any monies due to the loss we've had in this project as explained above. 
  Any questions please don't hesitate to contact Roof Ez. 
  
  

  Customer Answer

  Date: 04/23/2023

   
  Complaint: 19848339
  
  I am rejecting this response because:

  There was no misunderstanding on our part of the price of $36,712.00.  That's exactly what was quoted, and Roof EZ required 50% to get started they told us.  We have a cashed check in the amount of $18,356 (coincidence?).  We explained that we needed to get the roof fixed asap as it was leaking in the house and we had contractors scheduled to start inside repairs and did not want to jeopardize that work being damaged.  This is our permanent home and do not have anywhere else to go.  We explained that we could not wait on the insurance company.  We were told they understood and that was their cash price.  We explained that we hired public adjusters to handle our insurance claims.  ****, Roof EZ rep said that he loved working with public adjusters.  When he asked about our insurance, he was told to go through our public adjusters as that is what we hired them for.  We provided him with the name and contact information of our adjuster.  He never called her and we found out later he was in contact with our insurance company.  When we did get an insurance check it was sent to our lender who required documents be sent to them, contract, WOI, etc so I requested **** send us a copy of the contract since none was provided at the time.  The contract was signed just weeks after hurricane *** and we were still in shock.  We've never experienced anything like this in our lifetimes.  The contract was done on a laptop.  It wasn't until **** sent me a digital copy of the contract that we realized the box was checked stating we gave Roof EZ permission to work with our insurance.  I believe it was intentionally added without our knowledge as we had stated several times they were not to go through insurance since we hired public adjusters.  We signed a contract with them to pay them 10% of the settlement.  When **** sent a digital copy of the contract the amount was for $65,000.  We would never had agreed to this.  We tried to work it out with rep **** twice and ended up speaking with **********************  Both **** and ***** accused us of trying to commit insurance fraud and ***** told us he's seen people like us before.  They lied to us about the price, they lied to us about the inspections, the work had to be redone.  We were taken advantage of, lied to and accused of fraud.  We gave them several opportunities to make this right and they refused.  We've never filed a complaint on any company before, but we don't want to see other people taken advantage of.  2.6 million homes affected by this hurricane, there is plenty of work and money to be made. It's shameful companies to take advance especially during such an awful disaster.  ***** even mocked us and said you should have read the contract.  He's right and we should have never signed an electronic form that could be altered.  But he was referred to us by a dear friend whose son, we were told served in the military with ***********  We try to business by referral and whenever possible with military vets.  We just assume they are all good people, foolishly of course. 

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

  

  Business Response

  Date: 04/24/2023

  We are truly sorry to hear that you are not settling with us. 
  

  Once again as you mentioned the $36,172 was a cash price. You never signed a Retail Cash contract with us. The contract signed was an Insuance Contract in which we were given the authority to contact your insurance company in regards to your insurance estimate and proceeds. We are entitled per our contract to work for the amount of the insurance proceeds as the contract states. 
  
  In addition, it is your responsibility as a consumer to read through any contract that is sent to you, and to avoid any work to begin with any contractor prior to signing a contract to ensure the terms are understood prior to making any payments. We apologize, but truly the pricing of your project was completely misunderstood since I reiterate that when we get a signed insurance contract we use a Xactimate the same software used by insurances to estimate the project costs and we always shoot for the stars as we know insurance companies will more then likely offer less coverage and therefore we can reach a middle agreement to receive a better payout of our client's projects. 
  
  We understand that you may have not read the contract carefully and therefore believed you were lied to, but in all reality we never gave you a cash deal or contract and we only tried to help you by giving you an amount to begin working on your roof per your request. This is not our usual modus operandi since when we have an insurance contract signed with a client we do not begin anywork until the insurance has settled the amount with our clients to ensure their roof will be covered in full prior to starting any work.  
  
  The 10% settlement amount you mentioned has nothing to do with Roof Ez. That is the amount you contracted to payout to your public adjuster NOT to Roof Ez. 
  
  Furthermore, we have already released you from our contract and explained in our earlier response the reason why there will be no reimbursement. If you would like us to send you a formal Release of Lien, we can gladly issue this to you as well. Please contact us directly to get this over to you. 
  
  Our goal is to always serve our clients in our full capacity and to ensure that they are knowledgeable throughout every stage of their project and to keep them informed of our processes and obligations. We would like to get this matter closed and resolved and need this to end here, as we believe all the matters have been addressed by these responses and this does not have to continue any further. 
  
  Thank you,

  Roof Ez Inc

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