Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/30/2023

  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.

  1/27/2022 Ace Pro Roofing is replacing the roof of the adjoining condo. Without our consent or knowledge they have removed rows of tile on our roof.

  

  Business Response

  Date: 01/30/2023

  Hi ******,

  I had already left a message this morning on *****'s phone today.  Call me at ************.

  When we did your roof, we had to take up some the the adjoining roof tiles too because of the transition where tiles interlock together.

  Now we are doing the neighbor's roof and it's the same situation with some of your tiles.  No worries, it's under control.

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18952461
  
  I am rejecting this response because: the gentleman called my husband and called me vindictive and said I need to take down the complaint. My husband hung up. **** was very unprofessional. The issue will be resolved when my roof is repaired.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/01/2023

  I'm not understanding "rejection to my response"???  *********************** is apparently the wife of *********************, a past customer who we did their roof last year.  We are doing their neighbor's roof now which is a CONNECTED VILLA with an obvious small transition valley in the front of the unit.  This connected area belongs to both roofs. It is shared between the two villas.  The only way to do this area is remove a few tiles from their roof (which is already warrantied by us) in order to tie in the underlayment together of the connected roof area per Florida Building Code.  I explained this in a voicemail response to the husband, and the wife called the office and our production manager explained it to her.  

  We did her roof the same way last year, and their neighbor did not complain or make a big deal like she is doing.  There is no other way to do a connected roof properly without tying in both roofs.  And yes I did say her action of doing a BBB complaint was "vindictive" but I meant "vicious"... for the wife to file a complaint online for something that we already explained with my cell phone explaining.  This is our family business and I did not appreciate her action over a job in progress like they had already been through last year. Now it's the neighbor's turn to get their roof done...why create a public complaint when I already left a voicemail explaining to her husband that it's the only way to do the job and it was under control.  He could have just easily called me back. For them to get this angry over a shared transition was excessive in my opinion.  We do hundreds of roofs a year and no one reacts like this with connected roofs.  Doing it the right and only way is the safe measure per building code to make sure the roof transition is tied in correctly.

  Anyways, after them hanging up on me and avoiding my calls I texted them explain to them the flashing cement should be cured soon, and we are installing the neighbors tile between Friday and Monday.  The transition area that the front roofs share will be completed and connected by Tuesday or Wednesday depending on weather and inspector schedule.  This complaint will be resolved soon.