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:10/04/2023

  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.

  FROM: *************************** - POWER OF ATTORNEY for ******************************
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  Business Response

  Date: 10/06/2023

  Dispute Resolution Department
  Better Business Bureau
  ********************************************************
  ************
  
  Roof One LLC
  *******************************************
  ***************************
  ************ Office
  
  
  RE:          *************************** ********************************
  
  
  Dear BBB Resolution Specialist,
  
  We have received your notification of a complaint filed against Roof One LLC with the Better Business Bureau by ***************************.  Roof One LLC is a General Contractor of exterior restoration trades and currently has a Contract dated 9/15/2023 with *************************** to remove and replace his Roof and Gutters at the address listed above.
  
  Mr. ******** complaint, ID #:******** filed with the St. ***** BBB lists several issues he has concerns with.  I will respond to each of his concerns/issues below, in the order of his statement lists.
  
  1.)****************** signed 3 contracts on September 15th, materials were dropped at his property by our roofing supplier on September 25, 2023, this can be verified by our Roofing Supplier invoice. Within the couple of days prior to delivery of materials several calls/text communications were had between ***********************, a representative of Roof One LLC and *********************, acting on behalf of his father, ******, regarding the location of Mr. ******** septic tank and its location. ****** and/or *** actually roped off the location of the underground Septic tank in preparation for Roof Ones arrival of ************* to assure that our Roofers did not place their dump trailer close to the area of the septic tank. See text messages attached to this response to corroborate this matter.
  2.)In order for a roof to be removed that has a Leaf Guard System (Gutter helmet) present, the Gutter helmet must be removed. The Leaf Guard System was also listed in the Scope of Loss by the ***************** and is being replaced by the Insurance proceeds within the claim due to the damage that the Leaf Guard System received by the hail storm.The Leaf Guard System is scheduled to be replaced by our appropriate Guttering Specialist sub-contractor on October 12th. As this is a specialty material, a roofing contractor is not qualified to re-apply gutter helmet. This is industry standard with all exterior specialties. Roofing first, then gutter work, then siding, this is standard to work from the top down so that no damage is accidentally done to work already completed.
  3.)*********************** has been in contact with ******/********************* regarding returning to the property on October 6th with the proper laborers to re-apply the Lightning Rods and Antenna. This appointment was made so that the Antenna and Lightning Rods will be placed where *************************** wants/prefers them to be.
  4.)Mr. ******** statement They put up an aluminum (?) and I suggested that they should paint it so it would match the structure of the aluminum rafters We are unaware of what ****************** is referencing here. There is nothing in the scope of our contract with ****************** that states anything about painting something aluminum to match rafters.
  5.)Mr. ******** Statement I didnt think we needed to put that much lumber on the lower part of the building I didnt think it would hold before the aluminum would damage the roof. We are not certain what exactly ****************** is referring to here. We are a Roofing Contractor with more than 25 years of experience, we would not add unnecessary lumber to any portion of a building much less over load a structure that can not withstand the weight of the lumber. The only wood we applied to the roof was 20-LF of 1 x 12 on the edge of the roof to replace some rotted wood to assure a nail-able surface for the roof application. Roofing applications need a solid nail-able surface to hold a layer of roofing materials safely and securely.
  6.)The Lightning Rods will be securely applied where ****************** wants them to be applied during our pre-appointed time on October 6th as previously scheduled between ****************** and *********************** on behalf of Roof One LLC.
  7.)****************** states that he has a contract with ********************* while we do not dispute that as we have supplemented with ******************** to assure that Mr. ******** property has received the coverage it deserves from the damage the property received during the hail storm. Roof One LLC also declares that it has a contract with *******************************, in return.
  8.)With regard to the additional contracts that Roof One LLC has with *************************** and his two other properties, we are still determining what we will do regarding those contracts.
  
  I hope this response clears up where Roof One stands with ********************* project and the remaining work to be completed by Roof One. We will continue to be open to finishing the work Roof One is contracted to perform for *************************** given to opportunity to do so. 
  
  As with all exterior work, and this industry, exterior work is contingent on the weather.  Roof One does not like to over promise and under deliver. Roof One does its best to set the expectations with its customers about scheduling and availability. We feel we have done everything necessary and to the best of its abilities to keep lines of communication open with ****** and ********************* with regards to delivery of materials and the presence of the laborers as our text message screenshots clearly show.
  
  Respectfully,
  *********************
  Owner, Roof One LLC

  

  Business Response

  Date: 11/17/2023

  See attachment for business's response. 

  November 17, 2023 BBB Better Business Bureau ****************** RE: Complaint filed 11/13/2023 by ***************************** Dear Dispute Resolution Department,This letter is in response to the complaint received by your office dated November 13, 2023. I would first like to introduce myself and my company to you. My name is ********************* and I am the owner of Roof One LLC. I have been in business in ******** since 2017, and I have over 25 years of experience in the Roofing Industry.The complaint filed with your office is filed by *****************************, of which Roof One LLC does not have a contract with. The contract that Roof One LLC has is with ***************************, same as with the Insurance Claim that is part of this complaint. *************************** is the Claimant and owner of the insurance policy with ******************** and the properties in this scenario, not ****************************** date, a POA has never been provided to Roof One LLC along with a 3-day rescind notice to Roof One LLC. It seems that only after a large sum of money was additionally received by ***************************, just after the Supplements applied for by Roof One on behalf of ****** were approved, did this project become a bone-in-contention for ***************************. I would like to add that these supplements were for coverage of damaged property of ******* that rightfully should have been covered, but were missed in the original inspection. These supplements also had to go through upper management approval at the Insurance Carrier, and were in fact approved.(See attached Scope of Loss after Supplements were applied and approved)The original representative that *************************** contacted is ***********************. ***** happened to be out of town so I followed up with *************************** myself in this case. I would also like to mention that after a four (4) hour Sit-down with ***************************, I believe ****** to be a very sharp and fully cognizant individual, unlike the description of his father that *************************** stated in his complaint in this case. *************************** and I discussed in great detail the differences in his policy for his personal property as well as the coverage he has on his two (2)additional rental properties. In my 25 years of experience in the Roofing Industry, I am very aware of when an individual understands the Insurance Claims and Roofing process and when they need further explanation of what to expect. It is my opinion that ****** had a full