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Business Profile

Roofing Contractors

Royalty Roofing USA, LLC

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Royalty Roofing USA, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Royalty Roofing USA, LLC has 11 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:07/08/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      ***** ****, a condominium, entered into a contract with Royalty Roofing to replace our roof in Building A. Royalty Roofing personnel have drilled holes through the concrete roof into the ceilings of two units. They have also damaged five (5) post tension cables, three (3) running east/west and two running north/south. We were assured that they knew what they are doing but clearly they do not. I asked ****** *****, the Royalty Roofing Rep, to stop and train his personnel. He did nothing and his team of people kept drilling and damaging post tension cables. When they drilled through the third post tension cable, it took our elevator out of service entrapping a person in the elevator. I again complained to ****** ***** who stated it couldn’t have been them because they weren’t working in the area near the elevator. After that event he pulled personnel from the job and they haven’t been back. They need to hire trained personnel and ** ***** needs training as well. It is in the middle of hurricane season and they abandoned a lot of equipment and materials on the roof.
      ***** **** needs to know what their path forward is and soon. Our property is situated on the Atlantic Ocean in C*** ********** ********

      Business Response

      Date: 07/08/2024

      This project is currently on hold and the issues are being addressed by insurance companies and engineers.  It has not been determined yet by experts what has caused the issue with the post tension cables, which cannot be done by us or the condo association.  The existence of the cables were also not disclosed to us until the issues occurred.  

      While we do not agree with all the statements made by our customer, we nevertheless want to resolve the issue as quickly as possible.   Our insurance has requested repair estimates from the customer from their engineer and plans from the City of Cape Canaveral to understand the design of the building.  

      Customer Answer

      Date: 07/12/2024



      Complaint: ********



      I am rejecting this response because: the contractor was made aware of post tension cable construction in the building.



      Sincerely,



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

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