Complaints

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

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  Oak Crest Roofing

  2475 Palm Bay Rd NE Ste 205 Palm Bay, FL 32905-3317

  
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  Oak Crest Roofing

  5205 Babcock St NE Ste 6 Palm Bay, FL 32905-4638

  

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:09/11/2024

  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.

  In July of 2023 the company was hired to replace the roof on our home. They gave us a list of items that would be taken care of including but not limited to rolling the yard for nails, 3 free sheets of plywood, metal edge, flashing, etc. We were never told when the work would be done. One day at 6am there were wodkers ripping our roof apart with no warning or notice. I specifically asked that they make sure our gates were closed because I have animals in the yard and they didnt do this which led to my chickens escaping and my neighbors having to help catch them. They only came to work some days and didnt come to finish the job for weeks. We never knew when they would be here or not and they didnt send anyone from the actual company. When the job was finally finished they did not provide us with the free sheets of plywood or give us a credit for this toward the bill, they did not replace the metal edge, flashing or the gutter guards that they removed. They also did not roll the yard for nails and not only have we been walking around picking up nails for the past year but we also got a flat tire. We were told that if we found a single nail the roof would be free but they are, of course, denying this now. They finally came to collect the check from our insurance company after several more weeks and then after an entire year they contacted us again to ask for the check because they didnt have it, they lost it. We had to have a check reissued from the insurance company and then they scheduled 5 different times to pick the check up and kept no showing on us. Finally on the 5th try they sent someone and it was not who was supposed to show up. Now they are saying we owe an additional $1000 after they cashed the check that stated it was paid in full. Theyre saying we have 2 days to pay them after over a year of no contact and nails all over the yard.

  Business Response

  Date: 09/19/2024

  Hello, 
  
  We are sorry to hear you are frustrated, however as we have been in touch with you over the last year, we would like to clarify some of the details you shared in your complaint as some details of your complaint are not aligned with what happened over the course of this past year. 
  
  Our business generally will only replace items that are approved for replacement by insurance - these items are only approved when insurance has deemed that the items need replacement due to damages insured through your policy with them. 
  
  While in our homeowner's agreement with you we marked items for replacement, the bottom of our agreement states that all items are contingent on insurance approval. As we have shared multiple times recounting your project last year, your insurance company never approved your flashing to be replaced and you did not have gutter guards to be replaced. Free sheets of plywood refers to our policy that if we need to replace decking, the 1st 2 sheets are free the rest are charged to you. This has been a standing policy of ours. 
  
  You said that you received no notice when the work for your roof replacement began, and according to our SMS history, this is not true. You received 2 scheduling text messages that you responded to confirming receipt regarding your build date. At the end of the job being finished, you received zero sheets of plywood because your decking did not need to be replaced, you had no gutter guards (so we did not remove any), we actually did replace your flashing for you which was NOT approved by your insurance for replacement, and we completed this work for free and did not charge you for it. 
  
  As there are a plethoric amount of nails that are put on a roof, naturally any roof replacement will drop multiple nails on the ground and while we offer to roll the yard after the project has been completed (1) You refused to allow us to come out to do this for you when you informed us that this was an issue. (2) It would be nearly impossible for there to be zero nails found around your home after a roof replacement, even after rolling for nails. We communicate this in advance and warn our homeowners to watch for nails after a roof replacement, and again offer to roll the yard when it is problematic. Please understand, it would not make sense or be reasonable for us to promise an entirely free roof replacement based on a nearly impossible outcome (zero nails found after a roof replacement). 
  
  The insurance check that was mailed in was lost by the postage service and was not realized until earlier this year. 
  
  In reference to the scheduling issues you brought up, we scheduled the 1st pick up for the check, confirmed someone would be home and our General Manager came to the home on the 15th and waited - no one was there. We scheduled a second time on the 30th but there were no scheduling issues we were aware of like having to schedule 5 times for someone to come out. 
  
  The final check as you know, is not an additional amount to your balance, it is your payment of the remaining balance that was outlined with you before we completed your job last year. We have been clear in our correspondence with you recently, reviewing your grievances and misunderstandings of what took place. 
  
  Please note as well that the city inspected your project after it was completed and the project passed the city's inspection. 
  
  While we realize that it is frustrating that you still have an open balance with us, please understand we are simply trying to collect what is owed to us on a project we not only completed in full - but completed additional work at no additional cost.

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22271200
  
  I am rejecting this response because: multiple false claims made by Oakcrest.
  
  Firstly, their claim that the original check was lost in the mail is inaccurate as we hand delivered the check near the end of the "completion" of the job. No posting necessary. 
  
  Secondly, their claim that we were notified for scheduling is inaccurate. Their claim of two scheduling text messages were inaccurate, with several days they did not show up, or showed up unexpectedly and  merely hours after I finished a night shift. Just because they sent initial text messages outlining work dates, does NOT indicate they were followed in anyway. 
  
  Third, their claim that we "rejected" the magnet rolling when offered is out of context. The job was "completed" in July of 2023. Their offer to roll for nails came on September 5th of THIS year (2024). Why would we allow them to go through the motions of cleaning up their work site when the damage had already been done? We got a flat tire and picked up countless nails on our own in the time between then and the half hearted offer over a year later. Their failure to complete their job and clean up the work site is not due to us "rejecting" any such service.
  
  They also claim that we had no gutter guards and therefore none were removed and therefore did not need to be replaced or put back. We have the stack of removed gutter guards in our yard currently. Would be happy to provide photos of that stack if necessary.  
  
  In their response they also stated "it would not make sense or be reasonable for us to promise an entirely free roof replacement based on a nearly impossible outcome." However, this did not stop your salesmen for making such promises. In the future it would be wise to make sure your salesmen understand your position on this matter. As we are not unreasonable, we are not asking for an "entirely free roof replacement." ************ has received $10,670.88 for an incomplete and unsatisfactory job; including the letting out of our animals (chickens) after we specifically asked that they keep the gates closed. Fortunately our neighbors were able to catch them.  We are willing to part there, and do not see any additional funds owed. 
  
  Additionally, further false claims regarding the procurement of the SECOND check are also apparent in their response. Their dates are inaccurate and incomplete. According to text messages (still present on my device) the arrangement went as follows:
  
  Scheduled for second check to be picked up on Monday, August 19th at 5pm. Oakcrest no show.
  
  I received a phone call on Tuesday, August 20th asking where we were as they were at our residence. We were NOT home as this was not the agreed upon date. We then rescheduled for the 30th (per Oakcrest request).
  
  We changed personal plans and waited at our residence and were given a late text notifying us they were unable to make it. We rescheduled (also in our texts) for the 1st of September, no show by Oakcrest.
  
  Finally, on September 3rd, an Oakcrest employee (not the one promised, nor was it a manager) arrived unannounced to pick up the check. No receipt or documentation of any kind was offered to us.
  
  There is a clear pattern of unorganized and inaccurate information by Oakcrest, as well as blatant lack of accountability being taken for an unsatisfactory job.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 10/08/2024

  Hello, 
  
  It appears we have several points where you believe a different scenario happened than what we have documented on our end. 
  
  We see that we did roll your yard for nails on completion of the build. We were never contacted that there was still an issue with the nails until we contacted you regarding your due deductible portion of the bill.
  
  We do not see that we removed gutter screens in our documentation, you may have had them in the yard but we would have been charged for removing them had that happened. We did reset your gutters for free and cut in a ridge vent for free along with the rotted fascia boards. 

  Our general manager, ***** picked up the check. We have documentation on our end of text threads where we attempted to coordinate with you a time to pick up. We do not have a phone call in our records that was made on the 20th. We called you on the 16th regarding coordinating a time for pick up and this call was not answered, although we understand your profession may have not given you the opportunity to answer our call at that time. 
  
  It appears that we cannot agree on several scenarios and you are adamant to resist paying the final amount owed to us, being your out of pocket expense. This due amount was referenced in the homeowner agreement you signed, and the payment schedule that you signed. 

  Customer Answer

  Date: 10/08/2024

   
  Complaint: 22271200
  
  I am rejecting this response because:

  You provided zero substantial response. You want more money, money we agreed to had the job been satisfactory. We affirm, again, it was not. The amount you have been paid already more than satisfies the service provided. We also provided an additional photo of said gutter guards you didnt remove. ( ********************************************************* ) You did. Your response saying you would have documented their removal is laughable, considering this is the same company that took over a year to realize you lost the initial check for payment. Its very clear your record keeping is questionable at best. 

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

  Business Response

  Date: 11/08/2024

  Breanne, 
  
  I understand that you are frustrated. Unfortunately - on our end there is little we can do to change your final due payment. Our records indicate a missing final payment (which is your deductible amount), after collection of the initial check. As we have exhausted our resources in communicating back and forth with you and continue to disagree, our collections team will be passing your file to external collections. The payment of the insurance check AND the deductible amount in two separate payments is included in our documents signed by you -- and is a part of our core process that we explain at the time that you sign the documents. The insurance check does not complete the entire payment owed to us as we are missing the deductible amount payment. 

  We can see that this has been a frustrating process but would like to remind that there were line items that we completed work for that we did not include in the invoice to you and did not charge you for it. This includes replacing your flashing. 
  
  For work that was stated as 'incomplete' or never done - this work was not approved or paid for by insurance. 

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22271200
  
  I am rejecting this response because:
  You still are not addressing the issues.
  You cashed a check that said paid in full AND have continued to contact us outside of this mediation. It was agreed communication would be done here through mediation, and when informed that we were to communicate through mediation your employee sent a screenshot of a ****** search saying they could. However, the ****** search was regarding a BBB complaint NOT a mediation. We have had a horrible experience with your company and your complete lack of professionalism. We will be writing reviews everywhere we can as well as making sure our co-workers, neighbors, friends and family know to steer clear and take any other option they have for their roofing needs. 

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

• Initial Complaint

  Date:02/27/2024

  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 company never finished. We have called numerous times as to it is leaking very badly and all the gutters they put up were attached to rotted wood and have come off and are sitting in our yard. We have tried to work it out but the company will not return our calls or emails. I did a review with pics but they didn't care. This Is a Hurricane *** complete roof replacement but Tower Hill only gave us a little and we had to pay the rest out of pocket. Estimate to fix is ****** so far

  Business Response

  Date: 02/29/2024

  Hi ****,
  
  We had been in communication with you previously regarding your project and responded to a prior BBB complaint you had entered. Our prior response regarding your project is all we are able to help with. 
  
  We finished your project last year and provided you with a 2-year warranty on the work. We are more than happy to complete repairs on your home as it aligns with your warranty paperwork. We have been in contact with you, and offered this as an option. This option was declined and instead of utilizing your warranty, you chose to move forward with another contractor for repairs instead. 
  
  
  We received your contractor's estimate dated 10/23/23 of $7,000. It is not normal for us to pay for another company to complete repairs, when we could complete the warranty work, however we understand that this process has been grueling and frustrating. With that, we offered to pay your contractor's estimate of $7,000. This offer was not accepted at the time and within the next few days, you provided us with an additional estimate dated 11/03/23 for an additional $5,890. The additional estimate includes line items that were not a part of the original work we completed for you, and would not have been under your warranty. 
  
  
  Once more, we do apologize for the unfortunate experience you have had with your home, and we take our responsibility seriously. We continue to extend our final offer to help by offering to pay your contractor's original estimate of $7,000 for repairs that would have been covered under your warranty with us.

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21355000
  
  I am rejecting this response because:

  We have still not repaired the roof due to the cost. We prefer, as we have since last August, to have the repairs done as promised by ******, the Project Manager, and covered under the warranty. At this point, the roof  is leaking in 3 places and the gutters you installed have fallen off and are in the backyard. 

  We have been trying to get someone to come at least look at the roof. This was a $30,000 job due to Hurricane ***. No one will cone out. So we sent you the least expensive estimate. We have 2 others if you would like. 

  Could you please honor your warranty and at least send someone to inspect the roof? 

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

  Customer Answer

  Date: 03/18/2024

  Hi! Thank you for trying to help me. Before I go any further,  I have some questions. 

  I only wanted Oak Crest to honor their warranty and fix the roof. I have been trying to get them to come loom at the work since they left the job and never came back. So to confirm, they are refusing to honoe it or they just did not respond?

  i believe they do not have a surety bond. I have to contact the licensing bureau today and have an appointment with the city Tuesday.  Wouldn't that mean their license isn't valid? Or does the ******************** represent everyone regardless of legality?

  We are Hurricane *** victims, 2 old senior sisters and I am disabled.  Insurance only paid a third of the original cost and the rest we paid for with an SBA loan. Not sure what to do and can't find anyone to help us! 

  Business Response

  Date: 03/22/2024

  ****,
  
  Thank you for bringing this to our attention, it appears we previously spoke to ****** on your project and we have recently been in touch with you to clarify some details. Our team would like to do our best to rectify your experience as best as *************** need some time to confirm that we can send someone to review the leaks on your roof for us to assess the work we can help with regarding your previous warranty. Again, we thank you for bringing this to our attention and for your patience with us. We hope to reach a mutual resolution soon!

  Customer Answer

  Date: 03/25/2024

  The company manager,*********************, asked for a few more days to see if he can resolve the matter. But I no longer trust him. I promised I would give him until tomorrow. Meanwhile, I would like to add additional photos from today of my roof for the records. 

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21355000
  
  I am rejecting this response because:

   

  The company manager,*********************, asked for a few more days to see if he can resolve the matter. But I no longer trust him. I promised I would give him until tomorrow. Meanwhile, I would like to add additional photos from today of my roof for the records. 
  
  Sincerely,
  
  ********************************

  Customer Answer

  Date: 03/25/2024

  The system will not let me upload these pics. 

• Initial Complaint

  Date:05/24/2023

  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.

  We had a new roof put on and the workers were not very polite. But my problem is they damaged my vehicle and told me they would pay for it. It is now 3 weeks and still no check. One employee told us the check was in the mail. This was a lie because a week later same employee told us the corporate office sent the check out that week which was a week later he told us that it was mailed. Week later, still no check. I found a hood for my vehicle but because they have not sent me my money, that hood already sold. They damaged my hood and my headlight and only want to offer $500.00. cost $500.00 for a hood and for one headlight cost $250.00. I've checked online to see if there's a corporate office. I do not see one. They probably lying about that too. On top of all this, they were supposed to get a magnet and pick up all the nails from the ground. They did not do that either. Don't know why the BBB would back up a company that lies and damages people's property and not want to pay for it. So I would like $700.00 back to me instead of that small amount of $500.00. oh and that same employee asking my business of what I'm doing with my car. That's no one's business what I do with my vehicle. If I'm selling it or fixing it up to drive or even if I decide to use it as a toilet, again it's no one's business. So I want my money and I want this stupid crap to be over with already! This is stressing me out And I have Crohn's disease and other health issues. So please help me to get this company to pay me $700.00 please. They damaged my car, they need to pay for it!

  Business Response

  Date: 05/24/2023

  *****, 
  
  We are doing what we can to have this issue resolved. According to our documentation - we have it agreed upon by yourself to a $500 reimbursement for damages to your vehicle. 
  
  Since you are not the listed homeowner on the project, it's difficult for us to discuss the details of this project with any regards outside of the reimbursement we agreed on. The agreement to this reimbursement amount was made two weeks ago not three weeks. 
  
  Since the agreement was made two weeks ago - and our departments have to follow a process to getting approval, our reimbursement to you was mailed last Thursday through USPS. We are not entirely aware of any other expectations you seem to have been given, but if that miscommunication was on our part - we are sincerely sorry.
  
  The timing of vehicle materials being available to yourself - is out of our control but we understand your frustrations. 
  
  Due to reported delays in USPS mail, we strongly suggest waiting until Friday for your reimbursement check to arrive. We will uphold the reimbursement amount that was mutually agreed upon.

• Initial Complaint

  Date:08/29/2022

  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.

  I had Oak crest replace my roof in November of 2018 and recently i noticed a leak from the roof in my garage. I contact Oak Crest who says that they aren't liable because their workmanship warranty has expired. The roof is not even four years old and they do not stand behind their work. I called my homeowner insurance company who sent out a gentleman who says that they cut corners that they shouldn't have and that is why I now have a leak. Oakcrest took the $25,000 check and cut corners to maximize their profits and now they don't want to fix the issue they created.
  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/09/01) */
  Hi ******
  
  We apologize for the unfortunate experience you have had. I spoke to one of our general managers and we absolutely want to make sure you are taken care of. Our general manager is going to coordinate a repair for you. Please let us know if you find this insufficient of a resolution or if you have further details that should be addressed.