Complaints

This profile includes complaints for Certified Roofing Solutions, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Certified Roofing Solutions, LLC

  737 N Magnolia Ave Ocala, FL 34475

  
• 

  Certified Roofing Solutions, LLC

  1220 Winter Garden Vineland Rd Ste 108 Winter Garden, FL 34787-6373

  
• 

  Certified Roofing Solutions, LLC

  4640 Woodbine Rd Pace, FL 32571-8717

  
• 

  Certified Roofing Solutions, LLC

  3604 W Highway 390 Panama City, FL 32405-2724

  
• 

  Certified Roofing Solutions, LLC

  3941 Tamiami Trl Unit 3123 Punta Gorda, FL 33950-7924

  

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:04/20/2025

  Type:Service or Repair 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.

  VERY UNPROFESSIONAL. I reached out to certified roofing after my home was damaged by hurricane ******. I had structural damaged which required an engineer and framing work. I signed the contract 10/25/24 and as of today my home is still not finished. Ive cooperated with this company and met all requirements ask of me. They eventually started work 4/15/25 which was truss work and then came back on the 4/17/25 to do the shingles in which certified roofing was ordered to stop work because they didnt have the proper permits and paperwork. Come to find out certified roofing only had a 24 hour permit that was already expired for only the shingles and nails and never had the permits for the truss work. I have a notice on my home to STOP WORK IMMEDIATELY. My home is left unfinished and yard riddled with debris and damaged landscaping from company vehicle getting stuck in front yard.Ive tried calling the office on multiple occasions and the Ocala branch is very rude and unprofessional. All I ever wanted was my home to be repaired. I never thought I would be going through this. What a DISASTER.

  

  Business Response

  Date: 04/28/2025

  Complaint ID: ********
  **********************
  **********************************************************************
   
  Dear BBB,
   
  Thank you for the opportunity to respond to Mr. ******* complaint.
   
  We are sincerely sorry that this experience has been frustrating for Mr. ******* We understand the challenges that come with recovering from storm damage and have worked diligently to guide this project through a process that, by necessity, involved more steps than a standard roofing repair.
   
  Mr. ******* home sustained structural damage from Hurricane ******, which required involvement from both an engineer and a licensed General Contractor. As explained to Mr. ****** on several occasions, this added necessary steps to the process, resulting in delays outside of our control.
   
  To further clarify the timeline, Mr. ****** signed his Direction of Payment (DOP) with Certified Roofing Solutions on October 25, 2024. After that, our insurance specialist worked incredibly hard, negotiating back and forth with ***************************** for several months, at no cost to him, to ensure all of his damages were covered. Following the conclusion of that process, Mr. ****** signed his contract for roof repairs with Certified Roofing Solutions on February 20, 2025. It was only at that point that we could proceed with coordinating the necessary engineer and General Contractor for the structural truss repairs. Again, the timelines involved with engineering reports and general contracting work were outside of our direct control, and our roofing portion of the project could not begin until those phases were completed. 
   
  Once the engineers report was received, we promptly coordinated the required structural repairs. These were completed by the General Contractor over a one- to two-day period. 
  The following day, our crew returned to begin the shingle replacement. Unfortunately, a stop-work order was issued by the inspector due to a permitting issue tied to the General Contractors portion of the structural repair. While we did have a valid roofing permit, additional permitting for the structural repairs had not yet been finalized by the *** This issue is now being handled directly by our Chief Administrative Officer in partnership with the ** to ensure it is resolved as quickly as possible so that we can return and complete the project.
   
  Mr. ****** also informed us that a company vehicle became stuck in his yard during the repair visit, causing damage to his landscaping. Our crew did not initially report the incident, so we were unaware until Mr. ****** shared this information. As we assured him, we will address and repair any damage caused by our team as soon as we are allowed to return to the property.
   
   
  We know how overwhelming storm recovery can be and that homeowners are eager to have their homes fully restored. Our goal is always to provide quality work, clear communication, and lasting solutions. While we understand Mr. ****** has been upset, we do want to note that our staff has consistently attempted to assist him despite repeated phone calls in which our team was subjected to extremely aggressive and profane language. Regardless, we remain committed to completing this project with the quality and care our company is known for.
   
  Certified Roofing Solutions maintains an A+ rating with the BBB and a 5-star rating on ****** because we take ownership of our work and stand by our clients throughout the process. We are actively working to bring Mr. ******* repairs to completion and ask for just a bit more patience as we work with the general contractor to finalize their remaining permit requirements.
   
  Sincerely,
  Certified Roofing Solutions, LLC

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23227888
  
  I am rejecting this response because: I never called and used profane language, Nor was I ever aggressive.  I had to call different locations to get a call back to update me on my home. It seems like this company wants to make false statements to cover up there unprofessionalism and lack communication. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 05/28/2025

  
  Complaint ID: ********

  Dear BBB,

  
  Thank you for allowing us the opportunity to respond further.

  
  We want to start by acknowledging how difficult and stressful this process has undoubtedly been for Mr. ******* Experiencing storm damage to ones home and navigating insurance and construction timelines can be incredibly overwhelming, especially when delays occur that are outside of anyones direct control.

  
  We understand and respect that Mr. ****** strongly disagrees with our previous characterization of certain phone calls. Our intention in referencing those interactions was not to discredit him personally, but to offer full transparency regarding the challenges our staff experienced while trying to provide updates and support throughout the project. That said, we appreciate the opportunity to clarify and will focus on moving forward productively.

  
  As weve previously stated, Mr. ******* project was not a standard roofing job and required additional steps including engineering approval and structural repairs by a licensed General Contractor. These steps naturally extended the timeline and were influenced by factors beyond our control, including municipal permitting processes. We remained committed throughout to pushing the project forward as efficiently as possible and are still working diligently with all parties involved to complete the work.

  
  Regarding communication, we apologize if there were times Mr. ****** felt he wasnt kept adequately informed. That is never our intention, and we are actively working to improve internal processes to ensure even stronger client communication during complex, multi-phase projects like this one.

  
  Certified Roofing Solutions is proud of our long-standing reputation, A+ BBB rating, and our 5-star reviews. We care deeply about our customers and stand behind the quality of our work and the professionalism of our team.
  We remain ready and willing to complete Mr. ******* project to his satisfaction as soon as the permitting issues tied to the structural portion of the job are fully resolved. We appreciate his continued patience and are committed to leaving his home and property better than we found it.

  
  Sincerely,
  Certified Roofing Solutions, LLC

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23227888
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 5/31/2025 4:58:27 PM
  Today is May 31 2025 and my home is still not complete. We are approaching another  hurricane season and my home is still under construction. Certified Roofing doesnt take any accountability for none of the delays but claims its everyone  else. My home couldve been completed if the right permits were pulled, but because of it now Im sitting with a new tarp with new water damage because certified roofing wasnt proactive and tarp the roof to protect my home from further damage. My home is only 2 years old but the way this company left my property after being rejected from doing any further work you would think that the home wasnt livable or abandoned. The soffit has been left open for over a month where any small animal could crawl in my attic through the soffit and make my attic there home. They used the tarp from off the roof as there dumpster to put the shingles on which I cleaned up and also left  plywood on the side of the house killing the grass. This company has every excuse in the book. It shouldnt take this long for a roof to be fixed. I feel this company intentionally tried to do not permitted work to avoid the hassle of applying for a permit and not being liable not permitted work. Im tired of coming home and reliving a nightmare from last year. 

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

• Initial Complaint

  Date:12/13/2024

  Type:Service or Repair 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.

  The roof work was done on December 6 and 7. 2024. The original additional work authorization was dated 11/25/2024. Another additional work order was date 12/10/2024. I called the office after getting the bill for $4875 over and above the $17,000 I was quoted. The salesman had explained he saw damage on the right corner and the fire box. He did not say anything about the front of the house. I received the bill for about 28% more than the original proposal. When calling the office for an explanation I was cut off and never given the opportunity to express my concerns. Instead, I was treated very disrespectfully and bullied and bossed about the contract. It was as if the staff had a script to follow. I want verification that all the wood used was necessary and that other charges reflected the work needed. I asked for the person who supervised the work and was told he did not speak English. I was not given an opportunity to speak someone other than the office manager who felt entitled to bully me and threaten a lien, if I did not pay. No offer to address my stated concerns for the excessive additional work charges. Additionally, the damage to the birdcage screen was dismissed with I should send pictures when the pictures was with all the other pictures supplied by the company. The lack of concerns for me as a customer impeded any resolution. I would like to proof that the additional charges actually reflect the wood that was needed to be replaced not what was done to add to the cost of the roof replacement.

  

  Business Response

  Date: 01/31/2025

  Dear BBB,

  We appreciate the opportunity to address the concerns raised by Ms. ***** regarding the roofing work completed on her property.

  1.Pre-existing Screen Damage:

   Ms. ***** has alleged that our crew damaged the screen on her birdcage. However, we have documented photographic evidence showing that the screen was already damaged when our estimator visited the property. Additional photos taken by our crew before the roof tear-off further confirm this pre-existing condition. These photos have been provided to Ms. ***** multiple times.

  2. Change Order and Additional Charges:

  
  Prior to the start of the project, our estimator clearly communicated the possibility of additional wood replacement due to the condition of the chimney and surrounding areas. Our CEO was present in the office when this discussion took place over the phone and can verify that Ms. ***** was made aware of the potential need for woodwork. Additionally, per Florida Building Code, we are legally required to replace any rotten or deteriorated wood that is discovered during a roof replacement. We cannot leave rotten wood in place, as it would compromise the structural integrity of the roof. Florida Building Code mandates that all roofing components be brought up to code, ensuring a safe and compliant installation. The additional charges reflect only the necessary materials and labor required to complete the project correctly and safely. All relevant documentation, including photos of pre-existing damage and the wood replacement performed, has been provided to Ms. ***** multiple times.
  

  3. Customer Interaction and Payment Dispute:

  
  Since the completion of the work, Ms. ***** has exhibited a pattern of hostile communication, including yelling, profanity, and refusal to allow our team to explain or discuss the matter. Despite this, we have remained professional and have attempted to provide all necessary information to resolve her concerns. Ms. ***** has chosen to send partial payment in the amount of the original contract and is now demanding discounts for work that was necessary and properly documented.
  

  4.Legal Action:

  Due to non-payment of the agreed-upon amount and the nature of Ms. ****** complaints, this matter has already been referred to our attorney. A demand letter has been issued, and we will continue to pursue the outstanding balance as per the terms of our contract.
  

  At Certified Roofing Solutions, we take customer satisfaction seriously and strive to provide clear communication and transparency throughout each project. In this case, we have provided all necessary evidence to support the work completed and have acted in good faith in our attempts to resolve the matter. Unfortunately, Ms. ***** appears to be seeking a discount rather than addressing the factual documentation we have provided.
  

  We welcome further discussion if Ms. ***** is willing to engage in a constructive and professional manner.
  

  Sincerely,
  Certified Roofing Solutions

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22684454
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 2/3/2025 11:29:26 AM
  

  This company created the additional charges one day after the contract was signed.  There was no visit by any company representative or contact to acknowledge the extra expense. There was no signature by me or anyone else from the company for the additional charges.   This is a business that has harassed me with 5 copies of a certified demand letters.  Additionally, they have put a lien on the property and are quite aggressive in the approach to this matter.  They use the rules they have selected to pursue this matter, rather than recognizing that they did not get authorization for the additional charges. The screen damage was viewed by a resident of the household, because the dropping of the roofing material made loud enough bang to cause the resident to be alarmed and look for where the noise originated.  

  Attacking me personally is typical of this company and one more reason to not do business with them.  There does not seem to be any way to deal with this company which is why I turned to the Better Business Bureau for assistance.  I had to hire an attorney to protect my rights because this company's actions are in question. 

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

  

  Business Response

  Date: 03/06/2025

  Dear BBB,
  
  We appreciate the opportunity to provide a final response regarding Ms. ****** complaint. While we have already addressed her concerns in our initial response with supporting documentation, we would like to clarify the facts once more:
  
  1. Change Order & Additional Charges:
  Ms. ***** was informed about the need for a change order and was called when it was sent to her. While she did not sign it, her approval was not required for us to proceed with necessary work, as per Florida Building Code requirements.
  
  We initially provided a discounted price for this change order in an effort to assist her. Despite this, she was not satisfied.
  
  Our estimator, *****, personally scheduled a meeting with Ms. ***** to discuss her concerns and offered an additional discount. However, she continued to reject our offers and was reportedly extremely rude. ***** has been with our company for years and is known for his professionalism and kindness. He has never previously expressed concerns about a negative interaction with a customer.
  
  

  2. Pre-Existing Screen Damage:
  Ms. ***** claims that our crew damaged her screen enclosure, but we have clear photographic evidence proving otherwise.
  
  Attached to this response are photos that are time-stamped October 17, 2024, from our very first visit to her home for her initial estimate. These photos clearly show that the screen was already damaged in the exact same spot she is now trying to blame our crew for damaging.
  
  Additionally, we are providing time-stamped photos from December 6, 2024, while her old, damaged roof was still in place and before we had started any work on her home. These further confirm that the screen damage existed prior to our arrival.
  
  Finally, we are attaching time-stamped photos from December 7, 2024, the day after we completed her roof replacement. These photos show her beautiful new roof and the screen in the exact same condition as it was before we began work, confirming that we did not cause any damage.
  
  The evidence speaks for itself and demonstrates Ms. ****** dishonesty in making this claim.
  
  

  3. Harassment & Personal Attacks:
  At no point has our company or any of its representatives personally attacked Ms. ****** Our communication has remained professional and focused on resolving the matter.
  
  

  4. Certified Demand Letters & Lien:
  Ms. ***** has failed to pay the full balance due for the work performed on her property. The certified demand letters she refers to were standard procedure for unpaid invoices, and the lien was placed due to her non-payment. These are legal steps taken to protect our companys rights, not acts of harassment.
  
  

  5. Legal Action:
  Ms. ***** states she had to hire an attorney; however, this is a direct result of her refusal to pay for the completed work. Our company has followed all proper procedures and will continue to pursue collection through legal channels.
  
  Certified Roofing Solutions has made multiple good-faith efforts to resolve this matter, including offering discounts and attempting open communication. Unfortunately, Ms. ***** has refused to accept reasonable solutions and continues to make unfounded claims.
  
  At this point, our position remains firm. The work was performed according to industry and legal standards, all necessary documentation has been provided, and Ms. ***** is responsible for payment.
  
  Thank you for your time and for facilitating this process.
  
  Sincerely,
  Certified Roofing Solutions

  
  

• Initial Complaint

  Date:09/20/2024

  Type:Order 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.

  Certified Roofing solutions is trying to collect $170 for canceling a contract that they attempted to change after I signed it.I did not agree to the change because the price was significantly higher, and therefore I canceled the contract.

  

  Business Response

  Date: 09/30/2024

  Hello *****!

  Our attempt to collect $170 from you was for costs associated with your contracted job, specifically permitting fees.  We did not attempt to collect any amounts for canceling your contract.  We have since canceled our invoice to you for the permitting costs we incurred and have absorbed those.  While we make every effort to predict accurate costs for jobs upfront to our customers, change orders are a common occurrence when dealing with construction and roofing.  We thank you for the opportunity to work with you and apologize things simply did not work out.

  Customer Answer

  Date: 09/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution of squashing the invoice is satisfactory to me.
  However, I wish to add to this the fact that the only reason I cancelled the job was because the company tried to change the price on me after I signed the original contract, which I did not agree to.  They should not be proceeding with activities that would incur any charges to customers unless and until all parties agree to changes in the contract.
  

  I too am sorry that this did not work out.
  
  

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

• Initial Complaint

  Date:08/21/2024

  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.

  I spoke with ********************* from Certified Roofing Solutions, LLC on May 16, 2024 to discuss having gutters put on my newly purchased home and that evening he sent me a contract. Contract stated it would include new .027 Aluminum seamless "K" gutters system with oversized 3x4 downspouts and elbows, includes 48" flexible ground tube extensions, and install new 6" aluminum mesh leaf guards to Florida code. I signed and returned the contract and installation was scheduled for 5/31/24. The amount to be paid upon completion was $2,897.00. On 5/31/24 a one man, one woman crew showed up to install. They did not have the leaf guards or the flexible ground tubes but said they would be back to put them up. On 6/3 I received a bill for the total amount due, I called and explained that they were not able to complete the project on Friday and said they would be back and offered to pay them half the amount with remaining due upon completion. They agreed and to this and I wrote them a check for $1488.50 and took it to their office on ************. They scheduled to do the leaf guards and flexible spouts on 6/5/24 but called to reschedule it to 5/7/24. They did show up on 5/7/24 with the leaf guards but not the flexible tubes. I went into the office and paid the remaining $1448.50 and requested a refund on the flexible tubes. On 6/28/24 I contacted ***** because it was the first significant rain and sent him videos of the gutters overflowing. He came out with another guy and said they were not placed correctly to run towards the spouts. I also said some of the leaf guards were mangled and would like the mangled one replaced. They scheduled 5 dates for correction, no show, no calls, I reached out each time and was given a new date. On 8/11 ******* showed up and trimmed the gutters, said he'd be back on 8/20 to verified they worked and replace the leaf guards. The trim did not work, and he no showed on the 20th. I've reached out and now I am not getting any response.

  Customer Answer

  Date: 09/01/2024

  Certified Roofing contacted me and sent a repair man to my home, he realigned the gutters and replaced approximately 8 mangled leaf guards.  There has not been a significant amount of rain since they were here to verify the gutters are working properly, but I was told to call them in the event they were still overflowing.  It was only through your intervention that this occurred.  Thank you very much!

• Initial Complaint

  Date:06/19/2024

  Type:Service or Repair 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.

  new roof back of the house was done wrong three times they attempted to fix it not satisfied with outcome but they say they are,also front of the roof looks bubbling raised all the way across in a straight line it's not right.

  

  Business Response

  Date: 08/09/2024

  Dear BBB and ****************,
  
  Thank you for bringing your concerns to our attention. At Certified Roofing Solutions, we take all customer feedback seriously and strive to ensure that every client is fully satisfied with our work.
  
  On May 7th, 2024, **************** reached out to us with concerns about her roof. She provided photos to illustrate the issue, but unfortunately, the images did not clearly show what she was pointing out. To address her concerns promptly and thoroughly, we scheduled a visit from one of our experienced Production Managers to inspect the roof in person and discuss her observations.
  
  During the visit, **************** pointed out areas of her roof where she believed there were waves or irregularities. Our Production Manager carefully walked around the home with her, reviewing the areas of concern. He explained that what she was noticing were the trusses of her roofa structural element that can become visible due to the natural settling of homes in the area. To further clarify, he pointed out similar appearances on the roofs of her neighbors homes, demonstrating that this is a common occurrence and not a defect in the roofing work.
  
  **************** acknowledged the explanation, indicated that she understood, and expressed her thanks for the time and clarification provided. We did not receive any further communication from her regarding the issue until we were informed of her formal complaint.
  
  We are committed to customer satisfaction and would like to ensure that any remaining concerns **************** has are fully addressed. If there is anything further we can do to resolve this matter, we encourage her to reach out to us directly.
  

  Thank you for your attention to this matter.
  
  Sincerely,

  Certified Roofing Solutions, LLC

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 21870879
  
  I am rejecting this response because: I what the certified employee told just doesnt make sense and they keep having answers that are nerve racking and I get annoyed and I dont agree this is making me ill they can see whats wrong with my roof and they keep going on it which inspector said should not be happening.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/04/2024

  Hi *******!

  As ***** recently pointed out to you on August 29th, when we removed the existing roofing system to expose the decking, none of your plywood was installed with plywood clips.  When we completed your new roof, we installed all products to manufacturer's specifications, as well as updating your decking and nailing it off to current. Florida building code.  As we explained, what you are seeing is the subtle imperfections in the original structure and build of the home.  Based on the conversation shared with me directly between yourself and *****, you understood and agreed with his assessment.

  Please feel free to reach out to us at any time with any concerns in the future.

  Thank you!

• Initial Complaint

  Date:11/14/2023

  Type:Service or Repair 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.

  Certified Roofing Solution recently completed the replacement of my entire roof on 10/27/2023. Unfortunately, due to a failure to adhere to county guidelines, Pasco County has yet to approve the inspection, and this situation has persisted for the past month and a half. Instead of providing clear communication and addressing the priority of rectifying the situation, the company associate repeatedly reassured me not to worry.Regrettably, this assurance does not alleviate the impact of the delay, with the associate acknowledging that it may take up to three months to resolve the matter, significantly exceeding the initially anticipated one-week inspection process. The prolonged inspection delay has not only disrupted the completion of the roofing project but has also put my solar installation on hold, resulting in an unexpected financial burden

  

  Business Response

  Date: 11/28/2023

  Subject: Response to BBB Complaint ID ******** - ******************
  
  
  Dear BBB,
  
  I am writing in response to the complaint filed by *************************, which was assigned the BBB Complaint ID ********. We take all customer feedback seriously and would like to address the concerns raised by ***************
  
  First and foremost, we want to express our understanding of ****************** frustration and acknowledge the inconvenience he has faced due to the delay in the inspection and approval of his roofing project by Pasco County. We deeply regret any dissatisfaction experienced by ************** and appreciate the opportunity to respond to his concerns.
  
  In our continuous communication with **************, we outlined the unusual circumstances surrounding the inspection process, including the changing requirements imposed by Pasco County. Specifically, we understand ****************** frustration with the picture requirements, where the inspector initially asked for pictures with the permit number included in the photos. We promptly submitted the photos with the permit number on them, but the inspector was not satisfied and refused them. It was at this point that he decided to require an engineer letter, creating an unexpected and challenging situation.
  
  Furthermore, we had gone to great lengths to expedite an engineer letter, which is typically a three-month process. However, the county refused to accept the original engineer letter and requested it to be redone in a different format, now requiring it to include the permit number. This was particularly frustrating, as we had submitted photos and engineer letters using the same methods previously, and they had all been accepted. The county's assertion that the previous submissions were accepted in error added to the confusion and difficulty in resolving this matter.
  
  In addition to our efforts to resolve the county's requirements, we have proactively reached out to ****************** solar company to inform them of the county's delays. We are committed to maintaining open communication with them until this issue is successfully resolved.
  
  Our team remains dedicated to ensuring ****************** roofing project is completed to his satisfaction. We will continue to work closely with Pasco County authorities to meet their requirements and expedite the approval process. We understand the financial burden and disruption caused by this delay, especially in relation to ****************** solar installation. We are actively seeking solutions to mitigate these inconveniences and bring the project to a successful conclusion.
  
  ****************** satisfaction is of paramount importance to us, and we are committed to keeping him updated on the progress of his project. Our customer service team is readily available to address any further concerns or questions ************** may have, and we encourage him to reach out to us at **************.
  
  Once again, we apologize for any inconvenience ************** has experienced and appreciate his patience and understanding during this challenging situation. We are fully committed to resolving this matter to his satisfaction.
  
  Thank you for your attention to this matter, and please do not hesitate to reach out to us if you require any additional information or clarification.
  
  Sincerely,
  Customer Relations Team
  ******************
  
  
  
  

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20869640
  
  I am rejecting this response because:
  It is evident that, despite the county's clear guidelines in place since 2017, Certified Roofing Solution has not provided the required evidence and documents within the stipulated guidelines.
  
  Despite the County's requests for additional documentation to rectify the issues, Certified Roofing Solution LLC has not demonstrated the utmost attention and urgency required in providing the necessary materials. The repeated inspection rejections and delays have resulted in substantial setbacks and complications in my plans to install solar panels. This, in turn, places me at risk of missing out on the tax credit that was crucial to my financial planning
  
  Given the gravity of the situation and the impact it has had on my plans and financial obligations, I strongly urge Certified Roofing Solution LLC to prioritize and expedite the resolution process. Timely and comprehensive compliance with county guidelines is imperative to rectify this matter and alleviate the significant challenges I am currently facing.
  
  Additionally, I must request compensation to cover the financial burden caused by the delays and complications in the roofing inspection process. The unexpected setbacks have put me at risk of missing out on the tax credit intended to cover my financial obligations.
  
  I anticipate a swift and sincere effort from Certified Roofing Solution LLC to address these concerns promptly and effectively. Failure to do so may necessitate further actions to seek resolution.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 12/07/2023

  Dear Better Business Bureau,

   

  I am writing in response to ***************************** rejection of our previous response to BBB Complaint ID ********. We appreciate the opportunity to address his concerns and would like to provide further clarification.
  

  First and foremost, we understand ****************** frustration and the impact the delays in the roofing inspection process had on his plans, especially with regards to his solar panel installation and potential tax credit. We genuinely regret any inconvenience he has experienced. However, the inspection has passed on 11/30/23 at 11:36 AM, and there is ample time for him to proceed with the solar panel installation before the end of the year.

  As standard practice in the industry, prior to commencing his project, we reached out to the building department to review the specific requirements for the inspection process. The process appeared to be straightforward and in line with our typical procedures when working with various counties and building departments throughout the state. While we empathize with ************** regarding the delays caused by the county, we want to clarify that we cannot control their decisions or processes. We shared in his frustration over the delays and the evolving requirements set by the building department. We maintained communication with **************, even during periods when no new information was available, as evidenced by the documented conversations within our customer portal.
  We do not have an influence over the pace at which the building department operates, and any delays resulting from the inspection process are beyond our control. We have fully complied with all initially provided requirements, and if they had been accepted, we would not find ourselves in this situation.
  Given that we do not oversee the inspection process, our company cannot be held responsible for any financial implications arising from project delays due to inspections, as we have complied with all the building department's requests.Furthermore, we do not have a contractual obligation to complete the project within a specific timeframe, unless otherwise stipulated in the contract, and there were no such timeline agreements in place.
  We take ****************** situation and his frustrations seriously. The satisfaction of each one of our customers is of utmost importance to us, and ************** is no exception.
  Thank you for your attention to this matter, and please do not hesitate to contact us if you require any additional information or clarification.