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:08/24/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Lake City roofing to perform a roof replacement on my permanent residence in ********** in August 2023. Part of the agreement was that they would maintain and adhere to safety standards throughout the project. This was severely not the case as there was no tarps or safety measures taken throughout the project. There was debris all over my yard, landscaping and deck/ common areas to include exposed nails, past siding and metal / aluminum framing and staples. Typically a company with their tenure would come prepared with proper tarping, yard/ shrub protection and care for the surrounding yard, house, fence, and other structures...none of this was adhered too or taken into consideration. Extremely disappointed and very lucky none of my family or pets were badly injured in this mess and complete unprofessional, dangerous environment. Watch out...go to another company if you don't want this experience of danger and destruction through the project/ process.

  

  Business Response

  Date: 09/05/2023

  Good Morning, 

  We have been in ***** communication with ******************** through his entire project. Originally our crew did have his landscaping covered by tarps and protection but ******************** came outside irate & cursing at our crew stating we were going to kill his bushes and ruin his new landscaping due to the temperatures.  He requested us to not use tarps and to clean the debris. The following day ******************** started using racial vulgarities to our crew and screaming at them again for ruining his landscaping this time by following his request to not cover his bushes. He called the project manager ***** and belitted, beratted and cursed at him as well, he followed this with a phone call to the office where he spoke with ***** in a calm demeanor and said he was concerned because he just had his landscaping completed, she reassured him that the owner, the crew lead, and project manager were all on the way to his house. Once ***********************, *****, and the crew lead arrived he apologized for his behavior and showed them the videos he took of himself screaming these vulgarities, he then explained he asked them to not tarp his landscaping. ***** assured him the debris would be cleaned up. The following day ********************* went to the property to inspect for damages, there was no damages to any landscaping including no broken bushes, branches or ruined lawn. ******************** was again in a pleasant mood with ****. After **** left ******************** called ***** and started attempting to bully and harrass him in to a discount stating that he would slander the company if he did not receive a discount. As you can see in all our email correspondence we gave ******************** a free extended warranty on his roof that we covered along with multiple discounts already. No matter what we offered ******************** to satisfy him it is not enough, he is continuously threatening to blackmail our company and representative thinking that this will get him money off of a project that was completed with no damage and up to his standards. A job that his insurance company is paying for. It is our belief at this point ******************** is attempting to commit insurance fraud and pocket the  excess funds he is hoping to receive from an already completed project as he is preparing to list his home for sale on the market. He has stated numerous times how his neighbors and other projects he has witnessed us complete were done great. We will not be discounting any further discounts for ********************* 

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20517085
  
  I am rejecting this response because:

  I have owned many houses, and currently own a number of properties.   I have had many insurance claims due to weather/ water damage etc, and never- NOT ONCE - asked the contractor for a credit or had any issues with my insurance company worried that I am being fraudulent.  The fact that Lake City is now resorting to calling me a racist, a blackmailing person, and a fraud is not surprising for an organization that obviously does not care about their clients, standing behind the quality of their work, or their employees.  Working teams 7 days/week/ 12 hours a day and not offering water on a 105 degree summer day is utterly disgusting.  I gave the team that was here over 15 gallons of bottled water and provided them with a shady area to take their breaks, lunch and rest.  Typically when a roof is replaced, the contractor uses a trailer to throw the debris into as they work on demo, instead of spread the debris all around the house/ yard, and landscaping of the clients property.  Was I upset when I saw this...absolutely, did I use racial terminology at all...ABSOLUTELY NOT !   

  It is this type of libelous approach that defines an organization, and is just solidifies the approach and low brow company I had do this project.  In what is attempting to be a very progressive society, there are still companies and people that feel bringing race into a situation that clearly has nothing at all to do with race is necessary...VERY SAD.  If posting my experience at the request of the other contractors I have shared my experience with on BBB and other venues, as well as asking for some compensation to alleviate the damage, and restoration done to my yard/ home from this project is blackmailing...then, again, education on this term may be helpful for this organization.  These venues are here to assist in protecting others from having a bad experience, and are an open forum to share all experiences...good or bad.  Unfortunately for me in this case, it was definitely the latter.  ******************* fraud...that is absurd, and I have been working with my insurance professionals for many years, never had 1 single complaint, and always been in good standing.  All of these accusations again only show why Lake City should be avoided.  If you work with them...just don't have a bad experience...or you will be called a racist, a fraud, and a blackmailing individual for trying to get some sort of credit or even an apology...prepare to be under attack.  All of those "leaders" I met with at Lake City told me this was the first time they have ever had this type of mess, and it is not their standard, and they will make sure to make it right...well I guess this is their way of offering to make it right.  Pretty unfortunate and extremely bad business. 

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

  

  Business Response

  Date: 09/12/2023

  The ***************** for ****************** has contacted us and informed us they are actively investigating ***** for Insurance fraud and have 3 open submissions from him they are auditing. They stated he clearly altered our invoice and increased the amount we charged for the roof. ************************* is who we are working with for his insurance with Country Financial 
  **************************************
   Claim 600 *******

  

  Business Response

  Date: 09/25/2023

  Lake City Roofing attached documentation in our first response including the companies entire email thread showing the blatant attempt for blackmail with ********************. We also provided the insurance companies name, telephone number and email address who called us (  ************************************** ) and informed us that ******************** had altered our invoice very poorly and was attempting to commit insurance fraud and receive additional payout from them. They informed us his 3 other claims were now also under investigation for fraud. If ******************** did not want us to share how inappropriately he acted towards our crew's of Hispanic decent, then he should not have made the comments he did. He recorded himself saying vulgarities and showed it to us thinking it was appropriate. Our crew members only work Monday - Friday. ******************** did not contribute 15 gallons of water to our crews. We would also never allow our crews to work in unsafe working conditions.. We understand the frustration ******************** had with our crew following his instruction to not cover his newly landscaped yard as he yelled at them for doing so the first day. We tried to remedy this for him multiple times. We did give him an extended roof warranty and discount to help ease the frustration but this did not help ease his hospitable nature. He stated he was happy with the roof's competition at the end of the project and wanted us to work on all his rental properties so long as we gave him a discount. We did not give him any additional discount outside of what he had already received.  We inspected his home and verified multiple times there was no damage to the property, landscaping or home. Lake City has been in business since **** and have never received a complaint of this nature or dealt with a client as hostile and arrogantly rude as ********************. We always pride ourselves with integrity, and any of our customers would state the same.