Business Profile

Roofing Contractors

Best Choice Roofing & Home Improvement, Inc.

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
Wayne Holloway provided BBB with his cell phone number so consumers could contact him directly regarding any concerns prior to filing a complaint with BBB. Consumers may contact Mr. Holloway at 615.481.9849 to discuss any concerns.

It is not a requirement to contact a business prior to filing a complaint with BBB.

Due to the volume of complaints filed against this business, BBB only publishes the details for 70% of the total complaints filed.

Complaints

This profile includes complaints for Best Choice Roofing & Home Improvement, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

66 total complaints in the last 3 years.
27 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/02/2024
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 am submitting this on behalf of my mother who is 81 years old.BCR installed new roofing shingles and, in the process, removed existing flashing/trim work. In the process of removal, the tin trim work was bent and rippled. When BCR re-installed the old trim work, they simply nailed it to the side of the house and bent the edge to fit down on the roof. First, the trim work was not properly re-installed, and secondly, the trim work should have been replaced with new. We are seeking partial refund in order to replace the ruined flashing/trim work with new and have it properly installed by another company.
Business Response
Date: 09/10/2024
See attached, flashing replacement was never contracted to be replaced.
Customer Answer
Date: 09/17/2024

Complaint: 22229263

I am rejecting this response because: the document provided by Best Choice Roofing and Home Improvement was not applicable to the complaint which was for property located at ************************************
BCR's roofers removed tin fascia on one side of the house while also removing the old roofing shingles. In the process of removal or reinstallation, the tin fascia was rippled and also did not fit vertically. When reinstalled, the tin fascia remained rippled and was nailed up and folded over the adjoining roof line. The tin fascia was compromised during removal and should have been replaced with new material that fit properly. Further, the replacement fascia material should have been installed properly to fit and to protect the under surface of the house from water intrusion. The old fascia tin that was compromised and reinstalled, improperly, can allow water intrusion and cause damage to the housing structure and walls underneath.
We are requesting that BCR financially compensate for the housing fascia, on the affected side, to be replaced properly by a professional of our choosing.
Sincerely,

****** ********* on behalf of mother, ****** ****** (who does not have a computer)
Business Response
Date: 11/18/2024
BCR did not contract to do any trim work . 1 pipe boot was contracted to be replaced.
Initial Complaint
Date:08/29/2024
Type:Service or Repair 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.
My name is ******************* and I hired BCR to do a re-shingle and ridge vent installation on my home in *********, ** through my homeowners insurance. The original work order was placed on 8/18/23, according to my invoice No: *****. The workers finally came to do the install on 12/28/23. That is > 4 moths after the work order was placed. They re-shingled the roof but did not complete the ridge vent. After dozens phone conversations w/ both ****** (last name unknown) and *******************, I finally had the subcontractors come back to the property and perform my ridge vent installation on 6/13/24. That's 10 months after the work order was placed and 6 months after the initial re-shingling of the roof. I began getting phone calls from a gentleman representing the company immediately about remaining balance which was paid on 6/22/24, and I brought the check issued by my insurance company to their office on 7/18/24. By the end of July the entire row of shingles on the ridge vent came completely off. That's 2 weeks after receiving my full payment. I have made phone calls and left messages w/ the call center, as well as ************************* of the *********. Calls were placed on 8/7/24, 8/12/24, 8/13/24, and 8/21/24. Each time I was assured that I would get a return call from the regional manager as this is a time sensitive issue regarding the warranty on their work. The date of this message is 8/29/24 and I still have received no return phone calls. This is longer than 1 year since starting this awful journey w/ BCR, and I just want them to fulfill their obligation and fix their amateur and failing work.
Business Response
Date: 09/10/2024
Since the date of this complaints (8/29) The subcontractor has been out to perform repairs.
Customer Answer
Date: 09/12/2024

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.

Sincerely,

*************************
Initial Complaint
Date:08/17/2024
Type:Sales and Advertising 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.
Had roof replaced and with first rain had water running behind gutters creating a waterfall and couldnt reach front door. Had 2 other roofers come out to look and both have same opinion and repair needed. Shingles too short to dump water into gutters. No drip edge installed. Was told wasnt one before so didnt add. This was insurance claim so could have been installed. They finally came out and shoved loose shingles under last shingle to extend. Not nailed or attached in any way. No way is this acceptable, professional or the proper way do it. Seeking $3500 refund to have another roofer do the repair needed to make it right.
Business Response
Date: 09/13/2024
I have tried to attach documents several times. IT will not let me. Insurance did not pay for drip edge, nor was it contracted to be installed. There is a gap between the decking and the gutter line. This seems to be due to fascia not being in certain areas. The excessive shingles are covering this gap created by the missing fascia.
Customer Answer
Date: 09/16/2024
I have heard from this company but as of yet have no resolution. They are suppose to come out this week to do repairs. Codes have changed since previous roof was installed so I am hopeful it will be brought up to code and problem solved. I will reach back out to BBB if this does not happen.
Customer Answer
Date: 09/26/2024
I did respond to BBB. The roof has been repaired and now waiting to see if fixed problems. Waiting on the heavy rain to show result of fox.
Initial Complaint
Date:07/15/2024
Type:Product 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.
We signed with Best Choice Roofing April 2nd, being told that materials will be ordered, and to expect to set a date 8 weeks from that point. There was a lot of communication from the sales rep about when the insurance check was coming.Since they received the first insurance check for $10,532.92, the company has been slow or unresponsive to calls and texts. We have left multiple messages with the sales rep, the receptionist, and general manager, with no new information. Any response has been vague. We were last told by the receptionist to expect a call from the general manager about ordering our materials July 5th, but still have not heard anything. The last response received from our sales rep was May 30th. At this point all trust has been lost, and we would like not to accept any work. The resolution sought is a refund of the amount paid of $10,532.92.
Business Response
Date: 07/30/2024
A check was mailed out to refund this customer their deposit on 7/26/2024.
Initial Complaint
Date:07/10/2024
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.
This company has sent different door to door solicitors to my house for over a year. I do not have any interest in their services. I explicitly have a no soliciting sign on my ring door bell that the salespeople willfully ignore. Several months ago, I reached out via the generic email I found on their website asking that they stop soliciting at my address. This did cease for a short period of time. However, they have started to come by again (twice in the past two days), both times ignoring a sign that clearly states my right on my property to not be bothered by them. The resolution is very simple. Stop sending salespeople to my address. I am not interested.
Business Response
Date: 07/11/2024
We have notified the ** of the branch to add this customer to the "no knock list." This list is digitally tracked and notifies reps in the future when they are nearing an address that wishes not to be approached.
Customer Answer
Date: 07/12/2024

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.

Sincerely,

*****************************
Initial Complaint
Date:07/06/2024
Type:Sales and Advertising 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 July 6, 2024 a salesman came to my door and attempted to solicit. I have a clear no soliciting sign on my door. These people have been to my home numerous times and continue to ignore the no solicitation.
Business Response
Date: 07/08/2024
We have reached out to the branch manager and had him add this address to their "do not knock" list.
Customer Answer
Date: 07/09/2024

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.

Sincerely,

***************************
Initial Complaint
Date:05/17/2024
Type:Service or Repair 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.
A representative of the company (Best Choice Roofing) arrived at our house on 12/06/23 wanting to inquire about redoing our roof. We let him and his coworker evaluate our roof. He took pictures and videos and showed them to us. We decided we may want to move forward. He asked us if we had any concerns about our roof, we stressed the bare wood showing on the roof and he assured us multiple times that it would be an issue that could be fixed. Fast forward to 2/05/24 the representative came back to let us decide what color roof we wanted. He had already gotten in contact with our insurance and gave them the details as to what was needed and the insurance sent an adjuster out to walk with representative to access the damage. That day we picked the color of our roof and I wrote them a $4700 check from insurance as a down payment. We signed the contract that day as well with him explaining everything that was in the contract. The bare wood was included in conversation and was told to us that it was added into the contract and would get fixed. Fast forward again to 05/10/24 when the roof was FINALLY getting installed and when the job was completed by a subcontracting company I walked around the house to check their work. Unbeknownst to me the wood was still bare, nothing got fixed. I call the company in ************ and they tell me that because it wasnt in the contract they would have to contact corporate. Meanwhile wanting me to sign a Certificate of Completion that clearly states if there are any issues remaining DO NOT sign otherwise BCR will not honor it. I have fought with this company all week. Today being 5/16/24 and instead of apologizing and trying to come up with a solution. They are more interested in the fact that it wasnt in the contract. After contacting my insurance the insurance was charged $186 for Fascia boarding which is what is needed to fix the issue. Step flashing is in the contract. Now the company is mad because I will not sign the ****
Business Response
Date: 05/21/2024
Upon viewing the revised scope and noticing that the fascia was later approved, we directed ******************* that we would need to reach out and perform the flashing work. I have asked the General Manager for an update. BCR will be repairing the fascia.
Customer Answer
Date: 05/21/2024

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.

Sincerely,

*******************************
Initial Complaint
Date:05/15/2024
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.
On 4/8/24, I wrote a check for $427.50, made out to Best Choice Roofing as a 10% down payment for contracted services. The 10% down was needed to get on the schedule to have my roof repaired. The check was cashed by Best Choice Roofing on 4/15/24. To date, no one has contacted me regarding scheduling. I contacted the scheduling office on 5/10/24 and was told they would tell my agent I called. After that call ended, I called ******************* at ************, no answer, I left a message. As of today, 5/14/24, I have not received a call or text. I want this contract broken and my money back. I have no trust in this company now and do not wish to continue doing any business with them whatsoever.
Business Response
Date: 05/16/2024
The Production Manager, ************************* got in touch with the customer and this customer will be getting her roof repaired next Monday 5/20/24.
Initial Complaint
Date:05/14/2024
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 2-13-2024 Best Choice Roofing came to our home to give a bid on repairing/replacing our roofing. Their estimator ********************* accessed our attic. He was the only person who did so . A few days later we found our heating/ac system was not working. We had to hire ************ Mechanical to come out. They discovered that the BCR employee had shut off the switch in the attic which provided power to our HVAC. We were charged $89.00 by North Valley Mechanical. We contacted Best Choice Roofing (BCR) ******************************* ************ and explained what had happened and told them we expected them to reimburse us for what we were charged to have their error corrected. After many phone calls with BCR they agreed to reimburse us and said a check was mailed on April 10. We never received a check. Several phone calls later We were told that a new check was being sent out Again Never Received. Last week we were told we had to contact the office in ************** Tenn. Accounts Payable ************ ex 353 . Left messages and have never been called back. We are asking for the $89.00 to be paid promptly. ******** and ******************* ************************************************************************************************
Business Response
Date: 05/20/2024
The General Manager of the branch dropped the refund check off at the customers address on 5/17/2024.
Initial Complaint
Date:04/24/2024
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 of transaction - 9/27/23 in the amount of ******* was paid to Best Choice Roofing. This contractor failed in repairing the portion of the roof by providing poor/substandard workmanship and breached its agreement. Additionally the contractor then:a. failed to honor and then to timely honor its warranty and b. allowed its employees to engage in bait & switch tactics contrary to their obligation to act in good faith towards me.The company tried to resolve the situation after I told them I was going to make reports to the media. During this *** my house got damaged due to a poor repair and rain that cause water damage to both sides of my house. I went through another company to fix my room in the time frame that was appropriate due to another rain storm coming.The owner of the company even admits fault and liability which I can provide via text messages.
Business Response
Date: 05/03/2024
Our attorneys are actively involved with handling the issue the customer is mentioning. ******************** Representatives have stopped responding to him due to the involvement of our attorneys.
Customer Answer
Date: 05/07/2024

Complaint: 21622360

I am rejecting this response because: Just like BCR did regarding the faulty roof construction, the so-call warranty and its assurances to correct, this company is apparently now misleading the BBB.
There have been no attorney contact or communication and it sadly appears that it is hiding under the guise that its attorneys are involved in resolving my claim. Nothing could be further from the truth.
I trust that the BBB takes note of this (lack of) good faith in dealings with your agency and the public.

Sincerely,

***********************
Business Response
Date: 05/29/2024
BCR has its attorneys engaged in this matter. The response that was given to the **** is too large to fit so I cannot attach it.

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Best Choice Roofing & Home Improvement, Inc. is BBB Accredited.