Complaints

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

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  Chappelle Roofing, LLC

  5725 Magnolia St N Saint Petersburg, FL 33703-1225

  
• 

  Chappelle Roofing, LLC

  18328 Stony Point Dr Strongsville, OH 44136-8164

  
• 

  Chappelle Roofing, LLC

  1611 12th St E Ste D Palmetto, FL 34221-6473

• 

  Chappelle Roofing, LLC

  6304 Tropicaire Blvd 6304 Tropicaire Blvd North Port, FL 34291-4603

• 

  Chappelle Roofing, LLC

  4701 35th Ct E Bradenton, FL 34203

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:07/26/2023

  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.

  I had some missing shingles after ***. My insurance company said the roof could be repaired and Chappelle Roofing felt the roof needed to be replaced. Chappelle roofing stated they would handle everything with USAA. I was asked to sign an agreement that they could represent me to the insurance co. I did not get a copy of what I signed nor did anyone explain to me it was a contract for Chappelle Roofing to provide service. During the next 6 months, USAA came out 3 more times to inspect the roof. All the 3 estimates did not meet my deductible. During this time I made many calls to Chappelle for information.These calls were never returned. On 03/16/23 I called again to explore me replacing the roof. I ended up firing them. I felt like I couldn't work with a company that was not going to include me in the process. I never heard from Chappelle Roofing after this phone call. In April I started interviewing Roofers. On 05/10/23 my roof was replaced with me paying$35,650 to Red Dog's Roofing. On 6/22/23 I received a text from USAA stating my claim was closed and 2 checks were written: $3500 to the lawyer and $24,500 to Chappelle Roofing. I contacted USAA and told them that I fired Chappelle Roofing in March. **** told me they had been sued. On 7/10/23 I contacted ************************* (the attorney where the checks were sent) . He agreed to contact ***** Chappelle (the owner) and get back with me. Eventually he stopped responding to my calls or texts. By 7/21/23 both checks had been cashed. Chappelle Roofing took the $24.500 for doing nothing. This money should be used to help offset my out of pocket costs. No one is returning my calls. In my opinion Chappelle Roofing's decision to keep this money is dishonest and certainly not ethical. I would avoid using Chappelle Roofing at all costs.

  

  Business Response

  Date: 08/17/2023

  Chappelle Roofing went to Mrs. ********** residence on 10/24/2022 as she was referred to us. USAA determined repair and not replacement it is at that time Chappelle stepped in and she decided to sign and Assignment of Benefits.  Chappelle tarped her roof and collected $****** at that time.  Chappelle did the line items estimate per the software insurance companies us and sent everything we are required to send to the insurance carrier and the law office we use in these situations.  An appointment with the adjuster was made in December, however he cancelled as he was sick.  ****************, the representative at the time,along with the law office was trying to get it rescheduled and this was stated in an email to *********************** on 1/30, then again with adjusters information on 2/13.  ******************** replied to that email on 2/15 saying thanks for the update. She did call in March and we reached out to the law office for an update as Chappelle can not control the long process that it sometimes takes, so we had no update to give at the time of her call except that we are trying to see where the insurance was at with the law office. There is a process to cancel the *** and that was not followed, and we have no record of ********************* cancelling. On 3/26 we finally received an update from the law office stating they intended to file, and we called ********************** She called on 4/6 wondering if she had to use Chappelle Roofing and again was explained the *** at that time and the process. Chappelle finally received a settlement offer on 6/14/23 and everything was finalized.  *********************** also received generated emails through our CRM system when we moved the job forward.  Her daughter called and told us she had it done by another roofing company on 7/25/23. ********************* got her roof done in May 2023 and Chappelle did not find out. Chappelle tarped the roof, created all proper documentation to submit to insurance,worked with the legal team to get a settlement, was in contact with *********************** and got the claim settled so there was plenty of work done regarding this claim.  On 7/26 Chappelle wrote an email to *********************** stating it has come to our attention she got her roof done with another contractor during the period of time we were negotiating settlement with ***************** pursuant to the *** agreement you executed with us.  Please understand that your decision to have your roof replaced with another contractor despite our agreement reflects a breach of contract.  In a good faith attempt to resolve this issue we are sending back your $500 deposit you put down towards your deductible and when you are ready for Chappelle Roofing to replace your roof as agreed.  Please feel free to reach out any time to schedule your roof replacement by Chappelle Roofing LLC. Also attached to the email was *** agreement for her records in case she no longer has a copy of the same in her possession. Let her know check would be sent out certified mail to the address on file. She emailed back as the attachment wasnt attached, we apologized and resent it over. She replied to the email on 7/28/23 about her concerns and an email was sent back on 8/1/23 explaining the situation again, and stating that the *** is clear in that all cancellations must be in writing submitted to Chappelle Roofing, and we assure that Chappelle is not pocketing the benefits negotiated through confidential settlement proceeding with her insurance company and that although the *** agreement replaces your roof with us in regard to the rights to the claim and in an effort to continue working with her in good faith we are refunding the portion of deductible she paid to us and told her she has the right and authority to request a roof replacement whenever she may need one.  Chappelle isnt pocketing the settlement it is set aside for Mrs. ********** roofing project when she is ready according to all documentation.  So, the claim and complaint that it is not ethical and dishonest isnt the case, Chappelle was never informed we werent doing the roof there has been contact, however we will apologize if not as much as she needed however, we cant control the process and Chappelle refunded her ****** she paid towards her deductible.  After the last email on 8/1/23 we have not heard from *********************** as we explained everything to her.  Again, when she is ready, we are ready to replace her roof. 
  

• Initial Complaint

  Date:07/21/2023

  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.

  Date 03/14/2023 Job Description: new *******. obtain building permit City or County 2 . Tear off existing and haul away debris.4. Inspect decking 5. Install new synthetic underlayment. Install Ice/Water shield 6Ft at all *****. 3Ft in all valleys.18 in walls, chimneys, *************** per City Code 6. Install eave drip, wall flashing, exhaust vents/pipe flashing, and ridge vent system.7. Install fungus resistant shingle roof with six nails per shingle.8. Chappelle Roofing will warranty workmanship for two years.Result: Breached the contract - Did not "Tear off the existing shingles" as agreed in the contract. As a registered roofing company we customers trusted you to follow the city codes and guidelines. According to the city inspector the company did not tear off the existing shingles but rather put on top of the existing shingles.

  

  Business Response

  Date: 07/26/2023

  Regarding the roofing project located at ***************************************************************. The roof was stripped down to the cedar shake after discussing it first with the homeowner from our previous employee, ********************The homeowner did not want to pay the added difference of the change order for the increased cost on her roof for it being 5 layers. The quoted contract was for the removal of a shingle roof and not a cedar shake roof. When the homeowner was informed of the increased cost, she refused to pay the change order. We cannot leave a roof torn off and uncovered, therefore the shingles had to be laid. She is refusing to pay us for the work and the change order. As a resolution, we told her that we would tear off the roof completely, down to the usable decking, if she is willing to pay us necessary amount for the scope of her project. After trying to work with the homeowner and resolve this issue,instead she is now threatening us with options that do not make any logical sense. Chappelle responded to **** state which homeowner sent complaint too with all documentation. We do not have a problem tearing off the shingle roof that is currently there, which at this point is an emergency tarp for water intrusion mitigation, only if she is willing to pay the contract amount to include the change order amount that is necessary to cover our costs. This was clearly outlined in the addendum that was provided in which she signed upon signing of the shingle contract.  Again, the state has a complaint and Chappelle responded to that with all documentation.  If anything, else is needed let us know.

   

  Thank you!

  
  

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20352255
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 07/27/2023

  Please see the attached document as a proof.

  Above text message is ( Before the project started March 15th) ( please see the attached text message)
  
  
  April 1st ( the day before project started) ( please see the attached text message )
  
  His reply to my text message - reminding him again and again on what our contract entails ) which is "TEAR OFF COMPLETELY" and all he said was  ( Kadra they need to move their car) didnt say anything about the cost of removing FIVE Layers according to the message I received yesterday) ( please see the attached text message on April 1st 
  
  
  April 2nd ( the day project started) ( ( please see the attached text message )
  **** sent me this picture of almost complete roof and still didn't mention anything out of the ordinary. By 11: am : You can see that they were completely done 

  
  April 3rd ( please see the attached text message) : I requested the following ( proof of payment to sub-contracts , complete tear off pictures and other documents related to the document) - No reply from *********;

   

  Note: at this point - I lost trust in him since he didnt want to send me a proof of complete tear off and also a proof that it has passed the inspection before I make any payment.  So I hired a third inspector to inspect the property and the results indicated what I was afraid would happen ( which says still Multiple layers -not complete tear off) . Two days later I got another bad news from the city inspector saying Unfortunately, the roof failed the inspection- because the contractor did not "Tear off existing shingles" as agreed in the contract ( ( please see the attached document 2:3 condition Roof inspection) 

   

  on April 7th ( please see the attached text message) : 
  I sent a text message to **** " About the failed inspection"  and what's our next step ( please see the attached images) 

   

  On April 10Th sent another text message ( please see the attached text message ) = no reply

   

  On April 28th: I received a text from **** explaining how busy he was  ( please see the attached text message) 
  

  May 8th _ I sent him a text message about whats our next step ( the city inspector said he cannot pass the inspection unless they have a note from the manufacture ) because they have breached the contract. = No reply  ( please see the attached text message) 

  
  Last text message I exchanged with **** was on May 9th the day he got fired ( ( please see the attached text message : Date May 9th @ 9:59 am) 
  
  I have sent an email to Chappelle roofing : No reply from Chappelle Roofing ( I have attached sample email I sent to Chappelle Roofing to no reply  up to now) the date was : April 10 @ 8:09 am

  
  I have also attached a the inspection Report from the 3rd Party
  2.3 Condition of Roof Covering Material: Roof appears to be installed correctly. Does not appear to be a complete tear off. There are multiple layers on the roof. Flat portion of the roof was not replaced.

  
  Note: I did not want to make the payment because Chappelle Roofing breach the contract by not doing what we agreed on . As of now the roof did not pass the city inspection. 
  Thank you!
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 08/18/2023

  I'm surprised that this customer is stating that we are not attempting to resolve this situation. We offered her what she asked for and she went silent for 3 months since that offer to abide by her request. Then all of a sudden we are being surprised by a BBB complaint stating that we didn't make this right, and we were never unresponsive to the homeowner. The offer to satisfy your demands can be made to **** at our **** location at **************. The city inspector and attorney general were notified of the situation and our attempt to resolve this matter.

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20352255
  
  I am rejecting this response. I have not become unresponsive it was the other way around. I have spoken to the city inspector and he stated that Chappelle roofing has to honor the contract.  I have shared my communication between me and the subcontractor that you fired as a proof.  What is the next step ? Either you let me go and I hire someone else to fix the problem that you created. Or you honor the contract agreement without a any cost . 

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

  

  Business Response

  Date: 11/01/2023

  The homeowner is providing photos of a text conversation with bias towards her favor and not the entirety of the text conversation that show both sides. Still ignoring the face of the glaring issue at hand here, which is the refusal to honor her contractual obligation clearly listed in her signed contract and refusal to acknowledge and pay for the increased cost of her roof. She has only paid her initial 10% deposit, which doesn't even come close to the costs incurred, and is refusing to pay for the increased cost of her roof clearly listed in her signed addendum.  If she is willing to pay for the tear off and installation of her new roof, we will get it done before end of year. She refused to pay her change order and she was in direct breach of her contractual obligation listed on her signed addendum acknowledging contract amount changes due to unforeseen circumstances, such as, additional layers of roofing. As you can see in the photos the roof looks great and we are willing to tear that roof off and put a new roof if she is willing to pay for it. Again, she was in direct violation of her signed contract by refusing to pay her change order and is now attempting to avoid paying entirely.
  
  

  Customer Answer

  Date: 11/04/2023

   
  Complaint: 20352255
  
  I am rejecting this response because chappelle Roofing seems to have a history of not listening to their customers complaints. I'm very upset that this company would not take full responsibility for what they did. Now ******* has legitimate damage that needs to be repaired. As you can see I have paid $500 - because they didnt do their job well. I have proof of all the communication I had with the contractor and also the city inspector.   Please see the attached pdf 

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

  

  Business Response

  Date: 12/04/2023

  There was never any work done on the homeowners fascia metal and never any damage reported to the fascia metal by the homeowner during the roof replacement process. She will probably report the other contractor to the BBB to get more free work done. Homeowner refusing to work with us and come to an agreement, not sure what else can be done as all attempts to contact her are being ignored and she is unwilling to come to settlement

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20352255
  
  I am rejecting this response because the Chappelle Roofing has damaged my property. I have provided tons of evidence including text message which I exchanged with the manager and pictures as a proof . I have attached some pictures of the roof that was falling apart. Keep in mind that the roof did not pass the city inspection nor the private inspector to due to breach of a contract. I really do not appreciate how they talk down on women- when did i ever ask you for free stuff - what makes you think I ask for free things? I believe this company is taking advantage of low income communities - I have read a lot of reviews regarding their misconduct. Please see the attached images. 
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 01/31/2024

  Better Business Bureau:

  I would like to reject the offer of Arbitration for complaint ID ********.

  Sincerely,

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

• Initial Complaint

  Date:07/11/2023

  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.

  On 9/27/22 we suffered roof damage due to Hurricane ***. On 10/25/22 my husband signed paperwork with Chappelle to repair the roof. When the paperwork was signed they wrote down the wrong email address and no one caught it so we never received a copy of the paperwork. They did not collect money from us at this time. Afterwards, we could not get an estimate of the cost to repair the roof. Their salesman, *********************** keep telling him his legal team was tryin to settle things with the insurance company, which didn't make sense since they already paid a settlement. This went on for months. Now we are almost nine months latter with holes in our roof. I called to tell them we were going to move on, they said that we couldn't because they have a claim on supplement's from the insurance company and they will not release it. Come to find out they told us they would charge us about $20,000 but they sent a quote for $43,000 to the insurance company. After many harassing emails, I will not allow this company on my property. I am just asking that they release their claim on the supplements so I can move on and get my roof fixed. In their contract it states we have the right to cancel if the assignee has not substantially performed and they have not.

  

  Business Response

  Date: 07/12/2023

  On 10/25/22 ****************** signed an Assignment of Benefits which was sent to the insurance carrier along with line-item estimate using same software insurance companies use. This was explained several times to ***************** when he asked ****************** for updates, as ****************** works right next door to Chappelle so in the early mornings he would talk to *******************  The emails always went through on our side so Chappelle didnt know email was wrong until brought to light later.  The Lebuffes received payment for their roof in November 2022 and deposited the money as Chappelle wasnt listed on check.  Chappelle reached out after that saying we needed a color and contract paperwork signed to be able to pull permit and complete roof and first check from insurance as was meant for the roof.  We received nothing and it was discussed as they were concerned about coming up with their deductible.  Also was explained of how insurance works we send estimate, insurance sends theirs and come up with an agreement in between.  Chappelle could have easily completed the Lebuffes roof back in December when we got word, they received the first check and didnt let us know.  We had reached out several times, then heard from ****************** who yelled and screamed stating we arent touching her roof, at that time Chappelle stated it was fine and she could cancel her ***.  ****** had recently called ****************** he stated we needed to talk to his wife so ****** called her and left a voicemail stating to call me back because we can order materials and complete the roof however no call was returned.  This review isnt necessary or relevant as we dont have a claim on the Lebuffes roof. She cancelled the **** and she was paid directly from the insurance back in November.  They absolutely got all the paperwork ***************** signed as the email was corrected in January which we have been discussing and emailing them to pay and pick a color to move forward.  All this being said the main point is she cancelled so not really sure why the review. Again, when Chappelle found out in December that they deposited the insurance money we reached out and tried to have them pick a color and all the many mornings ****************** spoke with ****************** there was no mention of them receiving a check, this could of all been handled back then.  ****** there were some misunderstandings and for that Chappelle apologizes, but this should all be settled now as the *** was cancelled and the homeowner can hire whoever they want to complete the roof.  We also offered to still do the roof clearly the Lebuffes dont want Chappelle to do their roof and that isnt a problem.  Hope this clears things up for everyone involved. ..

• Initial Complaint

  Date:03/17/2023

  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.

  This company damaged my stucco and will not even have a conversation. I owe my final installment and that is all they are concerned about. I told them I was more than willing to pay- I just wanted my concerns addressed. The staff was rude and argumentative- not allowing me to speak and talking over me. Specifically ******. The damaged stucco is where my garage and house meet and my concern is leaking during rainy season.

  

  Business Response

  Date: 03/17/2023

  Chappelle roofing completed the roofing project per our contract with client.  All inspections were passed from the ******************.  The customer did send an email through the automated email system on our CRM on 3/14 stating there were a couple issues and please call, however that email doesnt go to anyone directly so that was missed.  ***** did speak with *************** on 3/16 and she was upset and stating we didnt care about her just wanted her money etc. ****** then picked up the call and was nice asking how can she help, *************** was extremely rude and stated dont act like we are her friend and started being argumentative.  So, after a little time of an unpleasant conversation both parties listened to each other, and a crew was sent out on 3/16 to address the shingles that were little uneven on the ledge. The crew trimmed them as client was told they would be. They also took photos of the stucco she is talking about.  As told to her on the phone Chappelle would take a look at the stucco but on contract it does state Chappelle Roofing isnt liable for any stucco damages that *** occur during roof removal.  The stucco was down to the original shingles and when removed it sometimes breaks off the stucco as we are careful as we can be it is an unforeseen issue that we cant control.  We also spoke about those are also punch out items and payment cant be withheld as per contract states.  To recap we spoke with *************** on 3/16/23,we sent a crew out yesterday to trim what she asked to be trimmed up on shingles and told her we would take photos of stucco to see if anything we can help with but per contract Chappelle isnt liable.  

• Initial Complaint

  Date:02/08/2023

  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.

  I called Chappelle Roofing to check a leak in my ceiling almost one full year ago. I simply wanted a minor roof repair but Chappelle Roofing coerced me with high pressure sales to allow them to file a claim directly with my insurance with a lot of verbal promises, for instance I would pay nothing out of pocket, which they now deny but I wouldve never allowed them to continue with the claim if I knew it would cost over $2500 plus late fees and take almost a full year for them to settle. I have since done research and realized I made a big mistake because Chappelle Roofing is a contributing factor to the insurance problem we have in ******* by pushing for insurance claims. I want to cancel my contract and Im even willing to pay a penalty but nobody at a Chapelle returns my emails or phone calls. Their customer service is atrocious.

  

  Business Response

  Date: 02/15/2023

  When Chappelle Roofing went to Mrs. ******* house on 3/16/22 at 3:00 pm to address her leak we discovered a repair wasnt an option as she had damage all on her roof, which we tarped the problem where the leak was occurring and chalked up the roof for insurance.  She signed an AOB with Chappelle Roofing to help with her insurance claim.  Now the no cost out of pocket is not something we state as it is the law that homeowners pay their deductible.  We surely didnt coerce her into signing anything, damage was pointed out and she signed.  All that being said her deductible is **** which by law she is responsible to pay, no one ever stated late fees as we wouldnt charge late fees since we havent started building her roof yet.  We take offensive to stating we are a contributing factor to the insurance problems in ******* when we definitely are not.  ********************** doesnt falsify claims or make up damage now if it is a legit claim that is one thing.  We have spoken to ***************** several times on multiple occasions.  We also emailed her informing her it was going to be taken to legal as she got denied unfairly and there was photo proof which we sent all documentation over.  We also went to fix tarp before the hurricane and put vulkem around the pipe boot to help prevent further damage the best we could.  An email was sent on 9/29, the day after the storm checking on ***************** and to see how the tarp held up.  She replied still out of town she would let us know when she returned.  She emailed on 9/30 saying tarp balled up but ceiling looked the same as before. There have been emails since then and many phone calls from our staff and we tried to explain several times we needed the funds to be able to start the roof.  When we spoke with her last couple times, she was aggressive about paying the deductible and saying we should work with her. ***************** emailed Mr. ********************** on 2/8 at 1:53 pm then wrote a bad BBB review at 2:18 pm which doesnt leave him much time to reply, however he did respond to her at 2:43 pm which was before we even got notified that there was a complaint, we got notified at 2:56 pm. ***************** then emailed Mr. ********************** at 3:03 pm.  Mr. ********************** called ***************** to discuss and explain he has been working on her case, calling insurance and legal. She has had the checks and he explained to her we cant start any project unless we have funds for materials and labor.  Mr.********************** also set up a time on 2/9/2023 to meet her to go over paperwork and have her sign an updated contract with color choices also to collect check to move forward on her roofing project.  She also stated she would remove this complaint, and this is why we waited to respond however ***************** did not do so, thus why we are replying now.   

  Customer Answer

  Date: 02/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  However I would like to state for the record that they are accusing me of lying and that couldnt be further from the truth and I could not remove the complaint as agreed until Chappelle responded. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/06/2023

  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.

  I hired Chappelle roofing for a new roof which they did on Dec 2nd 2022. The worker / salesman from Chappelle only referred to himself as **. Under his instructions I gave Chappelle $2,100 to book the job. ** told me he would let me know when they will start the job but stated that it could be 3 week to a month. ** also told me that he would be on the job site the entire time throughout completion. I informed TJ that I would be in ************ from thanksgiving until the end of January. About 10 days after giving ** the deposit he called me in a frantic way and said they who turned out to be a Mexican sub contractor started my roof without his knowledge and they brought me solar pipes on the roof that heat my pool. Water was gushing out of these broken pipes to the point it drained my pool because no one knew how to shut off the water and the pool filtration system was running. ** told me my yard was flooded and he was in a panic so I called my pool guy to run over and shut down the system.Heres what happened :1)They destroyed my solar panels by cutting into them with little to no regard for leaving it in a state where I could have it reinstalled after the roof was completed. This forced me to spend $4,700 for a pool heater and install. 2) this roofing sub contractor rushed the job and did not do work that is consistent with industry standards. Example my roof has ripples though out that are clearly visible. The old shingles never had any ripples. I call and text TJ about a dozen times and he assured me that they would figure out what caused these ripples. First TJ said it was possibly a manufactures defect in the shingles or the paper under the shingles. I called for the owner ***** over a half dozen times , his office manager ****** said she would have him call me but she said I needed to pay for the job in full. ****** then preceded to tell me that the decking of my roof was bad and thats what caused the ripples. A) my decking is and was normal

  

  Business Response

  Date: 02/08/2023

  ****************** signed a contract with Chappelle Roofing LLC on 11/16/2022 not 12/2/2022.  On contract it states solar needed to be removed before we started the roofing project.  There were several messages between TJ and ****************** about removal of solar and cutting back the palm tree.  ** clearly stated when ****************** asked if he could pay ********************** to cut palm tree back and remove solar that we could however we would prefer you use the solar company to remove it and reinstall it in case it gets damaged in the removal process.  ** then reached out asking if he contacted solar company, he stated he was still waiting to here, and ** stated again he would much rather have the solar company remove it in case any damages occur, as ********************** is not a solar company.  ****************** was clearly made aware that damages could occur.  As far as a Mexican Sub Contractor (not politically correct term) but our crews are ********************** Employees.  When ** called the office about the water that they couldnt get it turned off we immediately sent out representative ************** who has extensive knowledge with pool equipment and he got the water shut off.  Chappelle Roofing completed the roof per contract and followed building codes and passed final inspection, so the permit is closed.  If ********************** had not installed the roof to industry standards it would not have passed all required inspections.  The first conversation with ****** and ******************, she tried to get him to at least pay his start date payment which is 50% of contract price as he was in breach of contract since none of the terms of payment did ****************** uphold.  Mr. ********************** also reached out to ****************** and left messages.  Also, there are several emails of communication between ****************** and **********************/******, one regarding the decking of his roof which we provided photos of how decking was uneven from whoever built the home before we touched roof causing an uneven look, we are not required to change wood that isnt rotten, and it is not part of the scope nor is there a need too.  ****************** can easily see the ripple as he calls it in those spots because of his decking, as shingles are also new, and they need time to heat up and lay down, but the uneven decking will still be there just not as noticeable.  I am attaching photos as well along with the contract ****************** signed.  Also, in the email communications as we were discussing things, he said he will see ********************** in court so at that point we forwarded the information over to legal.  ****************** was unwilling to make any payments so at this point Chappelle Roofing completed full roof replacement, paid all labor and materials, passed all inspections for 2,100.00.  Again, Chappelle Roofing provided a roof as per our contract with ****************** and ****************** refused to pay anything.  Chappelle Roofing has nor had a problem with discounting the amount of the higher water bill to fill pool back as it is only fair, however there is no need or reason for a new roof, when the one just installed is correct and passed all inspections.  We have attached photos of ****************** decking which you can see is not even and was not installed by ********************** and on our contract states we aren't liable for structural defects such as dips, humps, or any other structural irregularities whether visible or not.  

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 19340557
  
  I am rejecting this response because:
  1) the old roof laid flat the new one is rippled throughout. 
  2) I have text from TJ telling me not to pay until its corrected. 
  3) I have called, text and emailed over a dozen times requesting to speak to the owner, he DID NOT call me several times. 
  He called me once and left a brief message stating his confusion. I also have that voice message. 
  ****** keeps saying I broke the contract because I didnt pay half at the start of the Job. 
  ** was supposed to contact me the day before they started that never happened. Instead I get a frantic call from TJ ( I have all the phone records) saying he didnt realize that the guys started the job and all h*** is breaking loose with the water pipes to the solar system. Its true that ** said that he would rather the solar company remove the system however he said he could do it for $250 additional dollars which Chappelle invoiced me for. The palm had two pieces touching the roof, I told TJ the tree guy hasnt gotten back to me and ** said dont worry about it he will take care of it. They charged me an additional $50 to cut those two palm leaves
  I had no notice of a correct starting date hence no 50% deposit and by the time TJ informed me they started without his knowledge, ** told me how there were problems with the solar system and water going everywhere. 
  My neighbor sent me pics of the ripples in the roof as I was in ************. 
  From the beginning of this ordeal ****** has been a roadblock to a reasonable remedy. Just like she commented on the political correctness of my saying Mexicans She had demonstrated nothing in the way of coming to a resolution. It has always been my intention to pay for job once they present me with a reasonable solution to the roof job looking so hideous. 

  All ****** ever said was pay the bill you broke our contract. Nothing about accepting any accountability or a solution. 
  I have every email where I expressed my desire to settle this in a fair manner. But ****** ( the gate keeper ) never put my calls through to ***** the owner and never considered any option other then pay the bill I have spoken to lawyers and have been advised not to give Chappelle Roofing another ***** until they correct the real issues not some trumped up decking is uneven excuse which I had two roofers look at and refute that position. 
  The fact is the roof was perfectly flat before they replaced it.

  If indeed they thought the decking was a problem why would TJ never mention that during the 6 or 7 calls that day the roof was being done. Also why would no one tell me there was a decking problem that would affect the way the roof would look?
  I would have paid to have that corrected but that never was discussed until I complained about the way the roof turned out. 
  Lastly I dont believe ****** that these were their employees, none of them spoke English according to my neighbors and they even had one or two young children on the job working. 

  Sincerely,

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

  

  Business Response

  Date: 02/15/2023

  There was a text sent from TJ to ****************** letting him know that we would be starting the day before we started.  That is when ** asked if ****************** had solar lined up from the solar company.  ******************, for the second time asked if we could and offered to pay.  Nowhere in the text did TJ offer to remove solar as he clearly states he would rather the solar company remove it in case we damage anything.  Again, Chappelle Roofing is a roofing company not a solar company.  ****************** was invoiced a start date payment when we started the roof, and the first conversation ****** and ****************** had she was trying to come to a reasonable solution and state at least pay your start date as ********************** purchased material and paid for labor, however ****************** told her she was being unreasonable and he wasnt paying anything.  ****************** states he had two other roofers on the roof, however how would they see the decking unless they removed shingles and underlayment?  ****** absolutely passed the messages along to Mr. ********************** thus why he called ******************, also Mr. ********************** can see all emails and messages in our system regarding the matter.  Mr. ********************** is the one that pointed out the decking being uneven like that which caused the wavy look.  That is the way ******************** house was built, which has nothing to do with ********************** and clearly states in our contract. As ****************** states he has an attorney and told us to have ours contact him so again sent to legal.  We have all payroll records for our crews since they are ********************** employees even if ****************** wants to think ****** is lying, that is his choice however can be proven and we have employees who are bilingual. We uploaded and provided photos of the decking, ********************** provided everything per contract and again passed all inspections.  ****************** also states that the roof laid flat, we sent him photos from before were you can see the ripples but not very visible as the roof was 19 years old as we all know a 19 year old roof the shingles are worn down, the granules arent there as much etc, so from when the home was built in **** to when ****************** purchased it in 2022 the shingles were worn and of course all settled.  ********************** will not continue to keep responding as it is a moot point, everything was sent to legal, and all further communications can go through the attorneys, just like his email stated he would see us in court. Chappelle Roofing was willing to discuss this matter with ****************** and simply asked if he would pay the start date payment as contract states since materials, labor etc were already paid, but ****************** was unwilling also again roof was completed per contract and passed all required inspections.  

• Initial Complaint

  Date:01/04/2023

  Type:Product 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.

  On 12/01/22 (or around that date), the sales representative from Chappelle Roofing, ***********************, came to my house and gave me and estimate to replace approximately 20 ridge caps after the hurricane. ****************** quoted me $550 for the repair. I provided ****************** with $100 deposit. I spoke to a friend later that evening and my friend told me that Chappelle Roofing still has not finished fixing the problems after they installed a new roof on his house. My friend told me they would not respond to him after he paid them for the roof. I decided not to have my roof repaired and called ****************** the following day and ****************** told me he would need to talk to someone at his office to return the deposit. After several days without any response back from ******************, i called and email ****************** without any response. I called Chappelle Roofings' *************** and left 4 messages with the receptionist. Each time the receptionist assured me that someone would return my phone call. It's been over a month and I still have not received a call from anyone from Chappelle Roofing. I would not recommend anyone using Chappelle Roofing unless they want bad customer service. I guess I just lost my deposit.

  

  Business Response

  Date: 01/18/2023

  Chappelle Roofing did return **************** deposit of $100.00.  He actually came to the office in Palmetto and saw *********************** who had the cash in an envelope for him.  **** also tried to meet with ************ on other accusations to settle the matter.  We were also closed some during the holidays so we are sorry if ************ felt we were dismissing him however that was not the case.  Either way the deposit was returned. 

  Customer Answer

  Date: 01/19/2023

   
  

  To whom it may concern,

  
  

  I finally heard from Chappelle Roofing after I filed a complaint with you.  They returned my deposit and apologized for the miscommunication.  

  
  

  Thank you for your help,

  
  

  *************** 

• Initial Complaint

  Date:11/14/2022

  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.

  In September of 2021, I paid $600.00 for a labor service (remove old ac stand from roof and replace with new ** stand and flashing to be performed by Chappelle Roofing, LLC License #*********** after installation of new ** Unit on the roof of my house. Chappelle Roofing LLC, License #********** was the company that the ** **mpany was working with at the time, who only provided me with a quote for a new roof. There was no roof work done other than looking at the roof for replacement. That work was not performed as the New roofing company (**de Engineered Roofing, **** who recently replaced my roof due to damage from Hurricane ***. The new roofing company also stated that there were rotted boards underneath the ** Unit and the Stand that was holding up the New ** Unit was at least 40+ years old and there didn't appear to be anything new. They provided pictures as well as the old rusted out ** Stand. I have since, voiced a complaint with the ** **mpany who has now, provided me with the New ** Stand that was not originally provided when they installed the Unit. While attempting to ask Chappelle Roofing LLC, correct the error and either refund me the money I paid for their service or come out and "remove the old stand and replace with the new stand" that the ** **mpany recently provided. The **mpanies local Manager *********************. at the ********, ** office, has only offered me insults, call hangups and belittlement instead of looking further into this issue. I am a Disabled Veteran and no other means of recoupment. All I am asking for (as I've stressed to *********************) is a refund or work that was paid for be completed. I have provide photos, the ** Invoice that specifically states what the Roofing ** would be performing and the payment made to Chappelle Roofing LLC. To no avail, ********** the manager is non-responsive or/and insulting towards me. I have no other recourse. Thank you in advance, Respectfully *****************************, MSgt, USAF Ret.

  

  Business Response

  Date: 11/28/2022

  On August 13, 2021, a payment was made by credit card to Chappelle Roofing in the amount of $600.00 for a labor service for flashing around AC stand.  The Invoice was sent to *****************, which is attached below, and it clearly states for flashing around AC stand we did not charge to install or remove an AC stand as Chappelle wasnt advised to perform that work, nor did ***************** pay Chappelle to perform said work.  Chappelle Roofing did give an estimate for a full roof replacement as the roof needed to be replaced, but no contract was signed to perform that work either so as far as rotted wood etc.Chappelle didnt remove any of the current roof to check her decking as we just performed flashing around an AC stand so not sure how we would know the roof was rotten under the stand unless we had x-ray vision and I am not sure how that is relevant to the complaint.  ********************* emailed ***************** on 11/3/2022 at 12:08 pm and provided her with the paperwork Chappelle was provided by *************************** along with the estimate for the full reroof.  **************** did reply that the QuickBooks invoice wasnt attached at 12:17 pm and then she sent another email at 4:08 pm as **** wasnt able to reply, however he didnt reply as he is extremely busy as we all are since we had a hurricane not that he is ignoring her, so we are sorry she felt that way. They should have a copy of the invoice as it was sent through QuickBooks, however a copy is attached below.  I am very sorry ***************** feels insulted or belittled as I can assure you that isnt the intent.  As all of Chappelles paperwork states flashing around AC stand and ***************** was not charged by Chappelle to remove and install a new AC stand.  I am not sure what we would refund as we never charged for that work we charged for flashing as invoice states.  As far as rotted wood under the stand we would have no way to know that as again just installed flashing, charged for nothing else nor performed anything else.  I am not sure how we can refund for something we didnt charge for.  Also, Code Engineered Roofing installed a new roof due to hurricane damage, she might want to check and see if having another roofing company installing things onto her brand-new roof will void their warranty.  I would highly suggest having her roofing company that installed the new roof and that has a warranty to install the new stand she was provided by ************************** as having another roofer on that roof could void her warranty. We did send an email out on 11/14/2022 at 2:30 pm to ***************** letting her know that Chappelle is willing to refund $****** to help out given the situation and clearly issue with ******* not Chappelle as nothing was charged for that wasn't done.  ***************** has not responded to that email; the offer still stands as we will refund ****** just due to the fact of helping out. Again, Chappelle didn't charge for work not completed. 

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18401111
  
  I am rejecting this response because:

  There was no new flashing as the original AC stand was never removed. No crew came out to do anything. ****** INVOICE SPECIFICALLY STATES in their narrative what Chappelle was tasked to do. It was not done, no new flashing no new stand. The same 40yr old stand (the original rusted out stand), is still there and I don't know how much longer it will hold the new AC. I paid for the roof company to do a job and they charged me me $600.00 for a roof quote. I'm left now with belittling, and words from someone who has no idea what his workers are doing or if his customers are being ripped off. My proff it was not done is in Browns invoice and their supply of a new stand just this month, which is still awaiting Chappelle to place under the new AC unit. I would like a full refund as now, I can't trust that Chappelle would honor installing the stand properly as to not cause damage to my roof and house. When your company's manager calls you "crazy" then laughs, and hang up the phone on you, it is very juvenile and unprofessional,  to say the least. Please refund me my money. They KNOW that they did nothing for me except take my money. There was a specific price for the labor of removal of the old stand and placement of a new stand with flashing; Of which, none of it started nor completed by Chappelle. Only insults and none return of emails and phone calls and a message from the owner that was unintelligible as well as insulting.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/29/2022

  We can agree to disagree we dont charge for work not completed.  We only charged for flashing per what the invoice states.  The contract with Browns was never provided to Chappelle Roofing, the only things provided are what was uploaded.  Chappelle Roofing provided a roof quote because ***************** needed a new roof at that time it was in bad shape. Chappelle Roofing did not charge $600.00 for a roof quote, we charged it for flashing per what the invoice states that ***************** paid.  Again, we did offer to refund ****** for the confusion,however the crew was paid etc.  Chappelle Roofing doesnt install ** stands we never have and again sorry not sure why Browns didnt supply it or install it however Chappelle was paid for flashing no more no less with the information we had from Browns.  Please provide where Chappelle sent you a specific price for replacing the ** stand and flashing, as our records show nothing in that regard.  Chappelle never received paperwork from Browns regarding our scope besides telling us flashing, the first time Chappelle has seen that contract between ***************** and ****** was from when she uploaded it onto here. Chappelle never claimed in our response that there was a new stand just flashing and that is what was charged.  The flashing was completed, and invoice paid after, if ***************** thought or knew Chappelle didnt complete said work as claimed why was the invoice paid?  A year later after a hurricane then there is an issue with flashing?  ***************** states the same stand for 40 years, one would assume she had her shingle roof replaced before this year, as most insurance companies would drop clients if shingle roof were that old.  So, with that being said the ** would have had to been removed to complete the shingles so one would think the stand should have been replaced at that point, and not to mention a roof top ** lasting 40 years without being worked on or replaced is amazing, but if it was worked on again,one would think that if the stand was a problem should have been changed out then.  It has been over a year since we heard anything from *****************, now after a hurricane all the sudden she gets a new roof, and I am glad she was able too however to come back after a year and make a claim we didnt perform work we charged for is a bit insulting to say the least.  She has a new stand provided by ****** again I would suggest she have Browns, or her new roofing company install it as having another roofer on her brand-new roof usually voids warranty.  The offer to refund the $****** is still there as we spent $400.00 to complete.  We already apologized in our previous response regarding ****, but I will go ahead and apologize again for his behavior and the way it made you feel.  **************** keeps stating all we are doing is insulting her, but I fail to see how,as we have commented on here regarding her complaint, we offered to refund part of the money for the miscommunication she had with Browns, she states she didnt reply to the owners email as it was unintelligent however that could be considered an insult as well so I would say insults on either side are not right. We are willing to send out the $****** refund to ***************** regarding this matter.  I am not sure if ***************** is saying flashing wasn't done due to the fact that her roof final inspection failed as current roofer did not properly install flashing, however that has nothing to do with Chappelle Roofing or any work Chappelle Roofing performed over a year ago.  Again, Chappelle Roofing is willing to refund ****** to help with her miscommunication with *******, and help the situation.

  Customer Answer

  Date: 11/29/2022

   
  Complaint: 18401111
  
  I am rejecting this response because:

  In response Sir. **** is all that I am stating. I feel as though I have been taken advantage of by your company. Your Satisfaction Guarantee is false. You obviously dont care if the customer is satisfied. I am not satisfied with what I paid for; and that Sir was nothing.

  Time, in this case, is irrelevant to the facts. Had it not been for Hurricane ***, I would never have known that the new stand that I paid for was never furnished by the ** Company; which they have since admitted that it had not been installed by your company as laid out in their invoice (and I quote - roofers will be there at 9am to remove the old stand, and install and flash in the new stand). They have recently provided me with a brand new stand for the brand new ** Unit.  Had it not been for Hurricane *** destroying my roof and the roofer who I had hired to reroof my house this year, this month; I would never have known that I did not have a new stand. I have sent pictures of what was sent to me and in his words, there is nothing new up here except for an air conditioner. This deduces to it being no new stand and therefore, no need for any flashing to take place since the roof was not touched by the ** Company, nor your company.

  The fact that at the time of my ** install in 2021, me needing a roof replacement, is also irrelevant, as I did not ask for a new roof, I did not ask for a reroof quote, nor did I ask to climb the ladder to go up on my roof to check to ensure that I was not being cheated. Had I known then, what I know now, I shouldve done just that.  If your company did said work at that time, why wasnt I given an invoice or a receipt that day. *** requested one twice from Mr **** in my two most recent emails and to no avail, I have received nothing.  It's because, I believe one did not exist until it was created just recently, as It was never provided by your company on the date the work was supposedly completed nor sent by **** after I requested it. Today, a few minutes ago, via the BBB system, is the first I've seen of that invoice. The only contact that I had with your person (as there was never a roof crew of more than one person that day) was when he knocked on my door to leave me with an unsolicited quote and a goodbye. Nothing else, no invoice of said work, no talk of re roofing options, no conversation of the condition of my roof. Nothing. So Sir, what am I supposed to think? I believe that I have been taken advantage of by all until one company in this case had admitted their wrong and made it right - ***************.

  I continue to be left in a state of dissatisfaction - 100%. Why? Because 1.  Im out $600.00 and 2. I have a new ** Stand that is doing me no good in pieces on my front porch.  The new roofing company that reroofed my house this month, did an excellent job the first time and will remain in high regards for me, my friends and my family's' roofing needs in the future.

  The $200.00 (as you say to save face ) is simply unacceptable. It does not instill in me the feeling of  knowing and passing on to others that your company is reputable, reliable and performs with integrity, excellence and honesty. That Sir, would be classified as good service through and through. I am sorry, but at this time, because of your company's actions,  I am unable to say that Chappelle Roofing meets that standard.

  Lastly, I was merely stating that your email was difficult to understand and it was not meant as a measurement of your intellect.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/06/2022

  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.

  The roof was installed really poorly and has been damaged during installation.I want Chappelle Roofing to replace damaged metal Roofing panels and correct the poor workmanship and any other issues, or I will get another Contractor to do it and Chappelle Roofing can pay the cost.

  

  Business Response

  Date: 09/16/2022

  Chappelle Roofing installed the product per manufacturers specifications and passed all inspections.  The material is Black Painted Metal which material has a disclaimer about being delivered and handling slight defects can occur seeing it is painted.  Chappelle Roofing did replace some panels for him when we were completing the job that he wasn't happy with at that time.  The customer also is going to install solar on a majority of the roof as he has stated if he hasn't already done so.  The customer also went on the roof after completion and we believe had others up there as well, which who is to say the panels weren't damaged at that point.  We have tried to reach out to him several times as he hasn't paid the contract amount along with trying to resolve any issues he might have, however when customer isn't willing to take our calls and communicate how are we supposed to proceed?  Again the job has been installed correctly as we passed all inspections needed and permit is closed out. We are willing to speak with the customer and try to come up with solution and game plan regarding his issues however we can't proceed without communication.