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 Find Local Branches.

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Best Choice Roofing & Home Improvement, Inc. has 27 locations, listed below.

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  Best Choice Roofing & Home Improvement, Inc.

  35 Executive Park Dr STE C Hendersonville, TN 37075-3486

  
• 

  Best Choice Roofing

  1224 19th Street Ln NW Hickory, NC 28601-4671

  
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  Best Choice Roofing

  6 Winners Cir Arden, NC 28704-3120

  
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  Best Choice Roofing & Home Improvement, Inc.

  1532 Apperson Dr Salem, VA 24153-7219

  
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  Best Choice Roofing-Williamsburg

  309 McLaws Cir STE A Williamsburg, VA 23185-5675

  

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:04/10/2024

  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.

  Best Choice roofing replaced our roof on May 25, 2024. Upon completion, We immediately informed the contractor We were unhappy with the appearance. There is a very noticeable dip in the roof that did not exist before the roof replacement. We have contacted numerous people and ultimately was informed on April 10th that Best Choice Roofing will not fix the problem.We also informed Best Choice Roofing that minor children were on the roof. The workers explained it was spring break.We just want our roof fixed properly. This problem did not exist before they replaced our roof.Erie insurance inspected our roof prior to install. The insurance adjuster, ***********************; did not inform us of any concerns of a dip. Best Choice Roofing also used a drone prior to install and did not see this issue either.We also have a fan that fell out of the ceiling directly underneath where this dip is located. The same area where they were throwing the bundles of shingles on the roof.We also cannot hire anyone to correct the issue because it will void our warranty with Best Choice roofing.

  

  Business Response

  Date: 04/17/2024

  BCR is willing to return to the property and repair the visible sag. Corporate has spoke with the branch and given the directive to gather a quote for the repairs. We tentatively aim to have these repairs completed by 4/26/24

• Initial Complaint

  Date:04/04/2024

  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.

  The Lexington franchise was supposed to install a roof on my house and my garage. They came out on 1/11/24. On 1/12/24 they had me sign a document that they also signed to say the work was done so they could bill my insurance company for the depreciation. The employee assured me that he had pictures showing the work was done. When the weather allowed, I went outside and saw from the ground that the gutter guards were put on very sloppy. I asked my licensed general contractor to have a look on the roof itself. He found, in addition to the poor gutter guard installation, multiple nail pops, crimped shingles, sloppy seals around pipes, sloppy chimney flashing and that the garage had not been done at all. I contacted the company and they sent out people to do the garage and repair the house. When I was told they were done, my contractor came out and found the repairs were not fully done. At this point I was told my contractor was not allowed on the roof anymore and suggested he was doing damage himself. I received notice that my warranty had been voided. I also received a very aggressive phone call where I was screamed at by the production manager. I was contacted by the ** who came out yesterday and supervised the replacement of multiple shingles. He said to have my contractor come out and check. My contractor came out today and found the work is still not done properly. I saved every text, email and recorded every phone conversation with them (legal in **). I am paying my contractor for his time, I am scared of the production manager, and I have a "new" roof that has been patched multiple times and still needs more work. I have no faith that they can do the job. I am a 70 year old woman. I have had multiple repairs and remodels in my multiple properties in ** and ** through the years. I have never complained or had poor service until now. I am very stressed, this is affecting my mental health. Please help me.

  Customer Answer

  Date: 04/04/2024

  I can provide text messages and phone recordings for the 45+ contacts I have had with BCR employees 

  

  Business Response

  Date: 04/12/2024

  The General Manager went out to the property and took several photos of the roof and the roof components. These photos were then reviewed. Photos indicate shingles laying flat, nail heads are caulked on components, step flashing around the chimney is caulked as well. I have asked the General manager to go out and take some pictures of the nail pops and the gutter guards, as I do not have sufficient documentation to determine what needs to be done to them at this time. 

   

   

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21531812
  
  I am rejecting this response because:

  I have multiple pictures from my contractor taken the day after **** said all was perfect.  The pictures **** provided were long views so of course everything looks great.  The close *** show otherwise.  I also have an email from ******* from 3/2 saying they separated from the crew that did my roof because of issues.  If your company did not have faith in this team, you should not expect me to either.

  I tried several times to have my contractor meet up with ******* or **** to look at the roof together but your company refused that.  I am sure **** will come and say all is fine once again and my contractor will find issues once again.  I paid for a new roof, not one that has needed several repairs already.  I want a refund so I can find a local roofing company with a good reputation to do a completely new roof and who will let my contractor check their work without argument.

  
  Sincerely,
  
  Sheridan Trail-*****

  Customer Answer

  Date: 04/17/2024

  I am having trouble attaching pictures.  Attached a 2 that I hope go through.  These pictures were taken after the ** said all repairs were fine.  I can show timestamps to prove it 

  Customer Answer

  Date: 04/17/2024

  Here are 3 more pictures. 

  Customer Answer

  Date: 04/17/2024

  Here are 3 more pictures. 

  Customer Answer

  Date: 04/17/2024

  Here are 3 more pictures. 

  Customer Answer

  Date: 04/17/2024

  Here are 3 more pictures. 

  Customer Answer

  Date: 04/17/2024

  Here are 2 more pictures 

  

  Business Response

  Date: 04/25/2024

  Our Corporate Production Manager has reached out to the customer via email. He has requested for additional photos from the customer and he aims to have this situation resolved by EOW next week 5/10/24. 

  Customer Answer

  Date: 05/07/2024

  This should not have been closed. I rejected all communication.   I also heard from the company representive directly who told me he wanted more pictures, which i sent to him, and planned to resolve it by May 10.  Why was it closed?  Please reopen it.  

  Customer Answer

  Date: 06/11/2024

  I have tried to contact ******* ***** three times in the past week but haven't received a response.  This complaint should not have been closed, I had answered every comment I was asked to update clearly stating it was not resolved.  The roofing company asked me to have a roof inspector come.  He found multiple installation issues even after the company had repaired itc5 *****,ceach time saying it was perfect. In previous communication wwith ******* she indicated the complaint could be reopened if it was not resolved. It is still not resolved.  I have no leverage with this closed.  Please help me.

   

  Customer Answer

  Date: 06/12/2024

  This complaint should not have been closed, I had answered every comment I was asked to update clearly stating it was not resolved.  The roofing company asked me to have a roof inspector come.  He found multiple installation issues even after the company had repaired itc5 *****,ceach time saying it was perfect. In previous communication wwith ******* she indicated the complaint could be reopened if it was not resolved. It is still not resolved.  I have no leverage with this closed.  Please help me.

  

  Business Response

  Date: 06/19/2024

  We have been in communication with the customer. We have documented that the crew has been out twice to officially perform repairs. The customer is seeking a refund, which we are not willing to accept at this time. I have offered to send a completely different crew out to resolve these issues. I am awaiting a response from the customer. 

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21531812
  
  I am rejecting this response because:
  It is false that there have been only two repairs.  There have been five repair efforts.  I have documented proof of these five repairs.  Recently a third party inspector, hired at the request of BCR,  found multiple flaws including nail pops, wrinkled underlay, reused and missing gutter guards. BCR says they can't explain why they told me five times thay the roof was "perfect" yet multiple flaws still exist.  I have no faith in this company.   This has been going on since January.   I want a refund so I can get a proper roof installed.

  Sincerely,
  
  Sheridan Trail-*****

  

  Business Response

  Date: 07/03/2024

  We are not willing to give a full refund at this time. BCR has received the inspection report, We have asked the customers permission to bring out a separate subcontractor and correct the issues. We are currently pending a response on this request. 

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21531812
  
  I am rejecting this response because:  The inspection results and invoice were sent to BCR on May 29 and as of June 28 they has still not been paid.  I will respond to BCR once the inspector confirms the payment.  Please do not close this complaint.  The roof is still not properly fixed.
  
  Sincerely,
  
  Sheridan Trail-*****

  

  Business Response

  Date: 07/18/2024

  This inspection has been paid. I am working with the branch to have another subcontractor come back out and complete the repairs. The branch is going to be coordinating a repair date in the coming days. 

   

   

  Customer Answer

  Date: 07/28/2024

   
  Complaint: 21531812
  
  I am rejecting this response because:

  There has been no contact from the local team to do the repairs and schedule the independent inspector
  
  Sincerely,
  
  Sheridan Trail-*****

  

  Business Response

  Date: 08/07/2024

  The branch ** will be contacting the customer in the next 24 hours to set up a date for repairs. 

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 21531812
  
  I am rejecting this response because:
  The SIXTH repair is scheduled but not completed and BCR has not arranged for Back Construction to inspect the repair yet.
  Sincerely,
  
  Sheridan Trail-*****

  

  Business Response

  Date: 08/28/2024

  The branch has been notified to schedule this inspection and notify Ms. ***** of the inspection date.

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 21531812
  
  I am rejecting this response because:

  The second inspection was conducted, and there was still one issue to resolve. This has been dragging on since January of this year. I'm tired of dealing with this situation, it is taken hours of my time and has caused a lot of stress. Their "understanding" emails do nothing to compensate for their poor performance And lack of support went first reported. Additionally, they put me into collections months ago based on a phone call I received. They have now billed me an incorrect amount, it does not reflect what the insurance company agreed to and it does not reflect payments that I made for inspections on my own. I don't know if BBB can close this with an unsatisfactory resolution if so, please do so.
  
  Sincerely,
  
  Sheridan Trail-*****

  

  Business Response

  Date: 09/25/2024

  We have not yet received the 2nd inspection report from Back construction. The notes indicate that the inspection went well and there was just some additional caulking that needed to be applied. The Production Manager this branch currently has covid but has confirmed this adjustment has already taking place. Leaving only the billing issue.  AR was notified of this issue by the customer and is working through this issue with the customer. 

• Initial Complaint

  Date:03/27/2024

  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.

  02.14.2024- We paid $9,500.00 to BCR in total, we were told at the beginning of the process by coordinator from the ***************** that if we had any damage or issues, etc, to let them know and they assured us that they would make it right and compensate us. They have been made well aware of all the issues between the coordinator and the roof crew supervisor/inspector and even our ins adjuster with State Farm who warned against selecting the roofing company. We did not pull out because the salesperson had recently started and was very honest and brought somethings to light in a positive way. Plus, the young man was working for commission. However, after further talking to him after the job was completed, he advised he no longer worked there that he had quit. First, when the crew arrived there was a communication barrier. Second, they did not let us that they were here when they arrived so we could tell them where to pull the trailer. They showed up without consulting with us and therefore taking it upon their self and parked the trailer right on top of my existing landscaping and flower bed. Thus, damaging my flowers and shrubbery while further damaging the shrubs during the tear off process. All of that could have been avoided had they let us know they were here to receive instructions on where not to put the trailer as we requested instead of just helping themselves. The fascia in one area was damaged, the drip rails are bent, two of the crew members urinated on the base of our house. Some of the siding J channel was pulled loose and just left hanging and many more things. When the inspector arrived for final inspection, we pointed out the siding and soffit damage, he stated he was not a siding man, nor was he even a roofer. which left us with an even more of a bad feeling. Since no compensation was offered, we decided to go to corporate via email/phone convo with a rep on 3.15.24 she assured we would hear from someone in a couple days, still nothing 3.27.24.

  

  Business Response

  Date: 04/09/2024

  On 4/4 the branches Production manager notated that he went to the customers property and addressed their concerns. The customer expressed their satisfaction to the Production manager. The customer has not communicated with the branch since the Production Manager went out.  

  Customer Answer

  Date: 04/10/2024

  I have several pictures of the shabby work and property damage that I am unable to upload all of them. I need to be able to upload or send them all to you. How may I do this? Also, we were promised a call back from corporate and have NEVER received one. When the inspector arrived for final inspection, we pointed out the siding and soffit damage, he stated he was not a siding man, nor was he even a roofer. which left us with an even more of a bad feeling. Since no compensation was offered, we decided to go to corporate via email/phone convo with a rep on 3.15.24 she assured we would hear from someone in a couple days, still nothing 3.27.24. I also have that correspondence. The project manager is the one who inspected the property and roof and he is the one that told us HE didnt know about the,  siding and soffit damage, he stated he was not a siding man, nor was he even a roofer. which left us with an even more of a bad feeling. We got tired of calling the office and feeling as if we were a bother to them or having him make us feel like he was mad because he had to be here. Please give me a way to send all the photos I have. I have several more pictures that I want to include in this complaint. No, I DO NOT accept the companys response. 
  Thank you ,*****************************

  Customer Answer

  Date: 04/11/2024

   
  Complaint: 21497074
  
  I have several pictures of the shabby work and property damage that I am unable to upload all of them. I need to be able to upload or send them all to you. How may I do this? Also, we were promised a call back from corporate and have NEVER received one. When the inspector arrived for final inspection, we pointed out the siding and soffit damage, he stated he was not a siding man, nor was he even a roofer. which left us with an even more of a bad feeling. Since no compensation was offered, we decided to go to corporate via email/phone convo with a rep on 3.15.24 she assured we would hear from someone in a couple days, still nothing 3.27.24. I also have that correspondence. The project manager is the one who inspected the property and roof and he is the one that told us HE didnt know about the,  siding and soffit damage, he stated he was not a siding man, nor was he even a roofer. which left us with an even more of a bad feeling. We got tired of calling the office and feeling as if we were a bother to them or having him make us feel like he was mad because he had to be here. Please give me a way to send all the photos I have. I have several more pictures that I want to include in this complaint. No, I DO NOT accept the companys response. 
  Thank you ,*****************************

  

  Business Response

  Date: 04/19/2024

  Our Director of Production reached out to the customer today, and requested the additional photos as well as made some suggestions on what can be done to rectify the customers concerns. The customer presented us with additional photos. BCR aims to rectify this situation in the following week. 

  Customer Answer

  Date: 04/23/2024

  Nothing has been settled! They sent an employee over and he was very unprofessional right from the start. He was asked to leave the property due to his hostile attitude/behavior. We DO NOT want ****** aka *** back to our home on our property. We have pictures to prove all the damage that was done and the sloppy workmanship to the drip rails, the soffit, the urinating on the side of our house, damaging our property and landscaping. I can go on and on. I want them to pay for someone that we choose to come inspect our roof and to repair the drip rails and fix the soffit properly. I want a refund of some of monies we paid as compensation for the damage to the property and the landscaping and urinating on our house and the mental frustration and anguish this has caused and created. 

  Customer Answer

  Date: 05/04/2024

  I have responded to these and even emailed. This has not been resolved 

  Customer Answer

  Date: 05/07/2024

  I have responded to these and even emailed. This has not been resolved 

  

  Business Response

  Date: 05/15/2024

  The Corporate Production Manager did end up speaking to this customer. The headquarters office for ******************** has been experiencing internet issues, and our office phones are connected to the internet. This has been an ongoing problem. We are working on getting this resolved. *******************, Corporate Production Manager gave ********************** a call again today but he did not answer so he left a voicemail. *** is going to be calling ********************** again in the AM on 5/16 If he does not hear back from him before then.

  Customer Answer

  Date: 05/23/2024

  We have spoken with *********************** and we are awaiting for the agreement to come in the mail. Once received we will contact BBB back and close the complaint but, NOT until we receive our agreed upon agreement.

  Thanks,

  *************************;

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21497074
  
  I am rejecting this response because:
  We have not received the agreed upon resolution from the company as promised by *************************. I have emailed him twice with no response. Once we receive our agreement settlement I will then come back and update the BBB. 

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

  

  Business Response

  Date: 05/31/2024

  Attached is the settlement agreement that the customer is in possession of.  The ******** has been instructed to mail the check to the branch, and form there the ** will deliver the check and pick up the signed agreement.

  Customer Answer

  Date: 06/06/2024

  We are waiting on the settlement to be delivered to us as per our agreement with **************** It has been 3 weeks and we are still waiting. We have been told the past two weeks it will be mailed out on Friday. Well, its almost at two weeks tomorrow and we are still waiting. We have the agreement to hand over but, not until we get our agreed upon settlement. Please leave claim open until the agreed settlement is completed. 

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21497074
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  We are awaiting the settlement and until we have the agreed upon settlement we will require this to remain unresolved. Has been pending for 3 weeks now and still no action/resolution.
  Renae 

  Customer Answer

  Date: 06/18/2024

  I have not heard from the company after 2 emails to address the signing of the agreement and we have not received any monetary compensation. 
  

  matter is not resolved until agreement changes hands and I receive the monetary compensation. 

  Customer Answer

  Date: 06/22/2024

  We have finally arrived at a mutually agreed upon agreement and I consider this matter as resolved as of yesterday 6/21/24.

  Thank you for your support in this matter.

  Best regards,

  Renae 

• Initial Complaint

  Date:03/07/2024

  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.

  August 29 2023 sign agreement withthe roofing company, they cane and did roofing job,but left certain things unfinished,they were called several times and notified about the unfinished job and we never got any response from them. We had also called and stated that the rest of amount owed would be paid,one job was completed. The calls were never returned. Now thet have put a lein on my house and I tried to contact them to resolve the issue and still no return calls. They never showed up for appointment. They even tried to take the remaining roofing materials that I paid for.

  Customer Answer

  Date: 03/18/2024

  They came toy home today and didn't even want to talk tonus regarding finishing the job andnthrewvthe invoice for the invoice amount in our face and they were very rude.I notified the manager and it didn't Even want listen to us about what happened, when his employee came to my home. He stated that his employee spoke on the phone with him and said that we were yelling at him,which was not the truth. 

  

  Business Response

  Date: 03/19/2024

  Please move to information only this customer has been sent to legal.

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21401938
  
  I am rejecting this response because: The business has never responded in a timely manner. We have called several times since November 2023 to resolve this matter and never got any response. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/09/2024

  This complaint was submitted on 3/7/2024. On 3/20/2024 the General Manager of the branch went out and spoke with the customer where we agreed to credit his unused decking towards his account. The customer Paid in Full on 3/20/2024 and ******************** retracted our intent to lien on 3/20/2024.

• Initial Complaint

  Date:02/14/2024

  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.

  Date8/15-10/18 BCR agreed to replace my roof (the house and my garage) for the amount of money approved by State Farm. After 2 months they finally put the roof on. When they left the next day, they left the gutters on the backside of my garage laying on the ground.When I talk to them, they told me that gutter work wasnt in the contract.

  

  Business Response

  Date: 03/07/2024

  The gutters are listed as work not doing on this customers contract which is why BCR did not replace them. 

• Initial Complaint

  Date:02/05/2024

  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 had a roof installed by these people and afterwards I developed a leak in my house from improper flashing around the chimney. they sent out some workers and they did nothing to repair this problem. The office person said she would put me in contact with another contractor, but I haven't heard from her again. She told me it wasn't their problem, and it was a siding issue. I have since paid another company to fix the flashing in the amount of $350.00. including the deductible of $2000 dollars the total of this roofing job was around. $9000.00

  

  Business Response

  Date: 03/01/2024

  Unfortunately this customer experienced a leak due to improper flashing around the chimney of the house. This was not part of the scope of work for Best Choice Roofing to do. 

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21234875
  
  I am rejecting this response because: I don't see how it is not in your scope to to repair or replace flashing around my chimney. Is my chimney not part of the roofing job to make sure the flashing is satisfactory? Unbelievable that you can't own up to NOT doing the job that you were paid well to complete.. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/25/2024

  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.

  The job is incomplete, as the drip edge was never installed, and the roof over part of my kitchen was not replaced. The work that was done is not satisfactory, as there has been internal water damage to my home when it rains. I have been in communication with various people from the business regarding this, however I do not have 1 direct poc, and when I call corporate they tell me to contact the main office, and the main office tells me to contact corporate. The most recent person that actually showed up to inspect the work told me that my roof is a mess, and he apologized profusely. He said it was consistant with several other people he has to go and inspect, as they were having the same issues. He also advised that the 3rd party BCR hired for the homes he had to inspect was not properly licensed, so BCR fired them, and that my issues are likely a result of that. He also advised that the incomplete work over my kitchen was the result of the previous PM not doing his job properly, and that the measurements for that area werent in his plan, so they wont fix that part, but that I could hire him and his family to come do it at a discounted rate. I was advised my entire dwelling unit was covered in the beginning, not specific measurements. He also offered to come and do side work to stop the leaks, vs. Providing me a resolution from BCR, so I did not understand the purpose of him coming and inspecting, taking pictures, etc. I recieve 1 call after my interaction with him, but feom someone else, and they never showed up for the agreed appointment.

  

  Business Response

  Date: 02/22/2024

  This customer had a new crew come out to there house today 11/22/24 to fix all issues and solve any problems. Customers is aware that issues will be resolved today. 

  Customer Answer

  Date: 03/15/2024

  What is being emailed today - We called you on 3/1 to inform you about your roofers, who worked on our roof from 2/22 - 2/29. They left and never returned after pulling up the roof work per ******'s inspection, leaving the wood (some of which we paid for) exposed to elements and leaving all debris behind. It's supposed to rain today, tonight and tomorrow!! The wood they left exposed is over our kitchen, porch and familyroom. It's also the same area that was causing serious interior damage to our celings and wood floors in the kitchen and familyroom per previous conversations  (phone and text) with ****** on 9/2/23 (when he said it wouldn't be covered and I should hire his family for a discounted rate).
  
  
  In addition to all of that, they also filled both of our trashcans and our recycle with the roof debris. We had to dump out the recycle on the side of our house, and had 0 use of our trashcans until 5 days later.
  
  We have photos of everything mentioned above, including the roof in it's current state, unprotected for an extended length of time!
  
  The stress, and damage BCR has caused our family and home is unacceptible. You have negatively impacted our familie's private, and work lives beyond belief throughout this multi-year process. We need the work to be  completed and all issues to be resolved, and it needs to be done within a week, and with no further interior/exterior damage to our home. This work should be completed at a discounted rate, and at this point we feel  it should not exceed BCR's cost for the materials required for the initial contract. If there is any additional element damage/exposure to our home in any capacity, we feel BCR should complete this at no cost to us, especially considering we went out of our way to inform you of the wood exposure issue weeks ago. You are continually ruining our home, and you don't  care. We need there to be full transparency and communication throughout the process, not random people showing up with 1 hour notice, or no notice at all, and we should not constantly have to reach out to you in hopes of a response. Our most recent attempt was this Tuesday. In addition to that, we request that BCR agree to pay for a mutually agreed upon 3rd party inspection at the completion of the job,  and the inspection needs to include the attic. We also request that BCR agree to take financial responsibly, should anything be identified during that inspection. We also need all interior damage to be inspected and repaired by an agreed upon 3rd party that BCR is financially responsible for. The interior work needs to be completed within  a maximum of 4 weeks, as we understand this would be through a 3rd party. 

  

  Business Response

  Date: 04/01/2024

  All roof repairs have been completed. Customer has been in contact with our Corporate Production Manager and they both have reviewed and are comparing estimates for interior remediation. 

  Customer Answer

  Date: 04/05/2024

   
  Complaint: 21182238
  
  I am rejecting this response because: The interior damage anticipated in my last communication is severe, and I'm not confident it will be resolved appropratly based on our communication. I am spending way too much time coordinating and communicating. I was tasked with collecting and paying for my own restoration quotes. I don't even have quotes on what is damaged and needs replaced vs. being restored, and you are putting up roadblocks, which means I'll  probably be left with shambles after the restoration. I'm micromanaging you and reminding you of dates and deadlines (im not on your payroll). My list of expenses is growing, and you have not even considered to ask about them. There are other items that are damaged, and you have not considered to ask about that. When I try to be proactive by letting you know what the restoration company is telling me to expect to lose during their work, you question me and ask me if the loss is DIY. Whoever is managing this situation is clearly inexperienced with a project like this. The damages/loss and my expenses are not excluded. There has been 0 communication regarding my request for this to be done at a discounted rate due to waiting since 2022 for it to be properly completed + all of the ongoing damages, stress, incovienceses I mentioned in the last communication.. the list goes on. I'm remainig polite in our conversations, but I'm not stupid. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/09/2024

  As of 4/8/24 the interior remediation for the living room was completed and  the remediation company is moving on into the kitchen. Today, 4/9/2024 we gave this customer confirmation to go ahead and request the rebuild estimate to be done by the same company since they offer those services. We will be reaching out shortly to this customer to obtain their list of expenses to be reviewed.  

  Customer Answer

  Date: 04/21/2024

  I do apologize for a delayed response, but I have not been following my emails closely, as my top priority has been to get a rebuild estimate for my family's health and safety. I would appreciate keeping this open, as I do not consider this closed until the rebuild is complete, a discounted rate is agreed upon, and my expenses throughout the entire process are fully reimbursed. Yes, BCR told me to get the estimate, but they did not commit to paying for the rebuild with the Servpro, like they did with the restoration estimate.  I fear BCR may push vack when they recieve the rebuild estimate, because everything had to be removed, including flooring, cabinets, etc. The flooring and cabinets are throughout my house, and may not be able to be matched. This is the current status of my house (attached), in shambles as I anticipated. This is my kitchen that myself and family have not had since 4/9. This has resulted in a skyrocket of expenses considering it's was the kitchen of a family of 4, and its 90 degrees + in ***** and I have no insulation and walls. 

  Customer Answer

  Date: 05/15/2024

  I still have no kichen, literally.. no way to prepare meals for a 4 person family with children, or walls and insulation in my family room, or floors. Vegas temputures are nearing the 100s. The cost of feeding a family given these conditions, and  the cost of keeping an uninsulated house air-conditioned, not to mention the ware of constantly running my air-conditioning.  My house was flooded (most recent incident) and kitchen celing caved in mid-Mach and it's May.  I was assured in writing that Best Choice Roofing was prepared to take care of this, and now im being told they are trying to use various insurance companies after they already commited, and had the remediation company complete the remediation (everything removed) !!! Why would.you commit and only complete step 1 of a 2 step process? I anticipated this based on my several year interaction with them. Why didn't they initiate insurance claims in the beginning months ago, or every time I reported water damage leading up to the celing caving in?? My insurance will not help me because they stated "this is neglagence on Best Choice Roofing, as they removed my roof and left it unprotected, even after we told corporate immediatly, that they removed the and left, and if it rained it would flood!"  The impact this is having on my family, life, and work (I work at home) is unbelievable! I had 2 out of town family visits schedule during this time, my children are extremely worried about the quality of their summer due to the status of this house. I had to go to the emergency room for an "anxiety" attack. I've never even experienced anything like that before... ************ caused 37k damage (I have the rebuild estimate) to my house, and they don't care!! 

  Customer Answer

  Date: 05/23/2024

  I still have no kichen, literally.. no way to prepare meals for a 4 person family with children, or walls and insulation in my family room, or floors. Vegas temputures are nearing the 100s. The cost of feeding a family given these conditions, and  the cost of keeping an uninsulated house air-conditioned, not to mention the ware of constantly running my air-conditioning.  My house was flooded (most recent incident) and kitchen celing caved in mid-Mach and it's May.  I was assured in writing that Best Choice Roofing was prepared to take care of this, and now im being told they are trying to use various insurance companies after they already commited, and had the remediation company complete the remediation (everything removed) !!! Why would.you commit and only complete step 1 of a 2 step process? I anticipated this based on my several year interaction with them. Why didn't they initiate insurance claims in the beginning months ago, or every time I reported water damage leading up to the celing caving in?? My insurance will not help me because they stated "this is neglagence on Best Choice Roofing, as they removed my roof and left it unprotected, even after we told corporate immediatly, that they removed the and left, and if it rained it would flood!"  The impact this is having on my family, life, and work (I work at home) is unbelievable! I had 2 out of town family visits schedule during this time, my children are extremely worried about the quality of their summer due to the status of this house. I had to go to the emergency room for an "anxiety" attack. I've never even experienced anything like that bef

  

  Business Response

  Date: 05/29/2024

  A claim was filed with the subcontractors insurance in February of 2023. The subcontractors insurance claims this was settled in March of 2023. We have requested  the settlement letter but have not received it. This issue has been escalated to Mr. *********************** we will be having a meeting regarding a decision tomorrow. From there we will be in touch with the customer regarding our next steps. 

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21182238
  
  I am rejecting this response because: The subcontractor's insurance claim was for the damage that occured in my livingroom during the initial roof inatallation while it rained overnight and wasnt protected, and that damage was notated on the final paperwork I had to sign confirming the job was "complete", not that I'm an inspector to know. The damage I am referring to here occured after that, when we experienced heavy rainfall, and in my familyroom and kitchen on a few occasions, as I reported to you and my insurance company, and was ignored or strung along by you. As well as when you finally came to resolve the ongoing issues yourself by having yet another subcontractor try to fix the issue, and they left my roof torn apart and exposed to elemens, like we immediatly reported to you, and you failed to do anything about it until it was too late, because your production director, *** had an urgent family issue and was out of the office. The worst damage of all was in March 2024, when my house flooded and celing caved in, and there was mold from the ongoing issues you failed to resolve sooner.  How can an insurance claim from the beginning of 2023 for my livingroom celing  have anything to do with the flooding in my familyroom and kitchen in 2024? Then.. you had remediation work done, and I have been left with no kitchen or familyroom since then, because you did not want to pay the approx 35k estimate for the rebuild.  I have a 4 person family with no kitchen, and Vegas has extreme heat warnings. The air coming through my walls and celings prior to the heat warning was 105 degrees, and this has been going on since tempurtures were down in around the 30s in March. 

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

  

  Business Response

  Date: 06/18/2024

  The original subcontractors insurance has looked into this. The root cause stemmed from the original workmanship of the subcontractor. This is why we are still in contact with them and pushing for their insurance to resolve the issue. It is to our knowledge that the subcontractors insurance came out and performed their inspection on the property. We are currently awaiting their final decision. 

• Initial Complaint

  Date:10/03/2023

  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.

  Signed a contract with company on June 6th 2023, paid $6500 the next week, asked for receipt of payment, never received. Was quoted **** weeks for replacement, Called twice a week every week for 12 weeks to get a receipt of payment and copy of invoice to ensure we would receive roof AND fascia board replacement. Finally has crew arrive to our home on a Saturday afternoon on September 2nd. Crew was there from 1pm-8pm two days in a row, our invoice included a $500 fee for a dumpster, the crew brought a personal trailer, not a dumpster. They left beer bottle lids in our yard, damaged multiple fascia boards, spray painted my white vinyl siding with black spray paint, and in the end did not replace the fascia boards. Once they left we tried to contact the office, no returned calls. They came back out a day or two later and tried to patch something because they were afraid my roof would leak. Finally had a general manager call me I asked him not to send the same crew to our home and they continued to come out at 8pm on week nights. General manager and project manager came to meet with us at the home, agreed to damaged and bad workmanship, (have text proof), and told us they fired the crew, we signed another amended form that promised us to fix the damaged and replace the fascia boards. Almost a month later and we continue to get the run around and they have not completed our roof. Its excuse after excuse. Texts, not calls. June 6th-October 3rd and our roof is still not complete. We still owe the company $4k and will not be paying it until the job is done, and done correctly. We will be hiring an outside inspector to ensure its done correctly, IF it ever gets done. Honestly if they cant send a different crew and get it done within the next week Id rather just keep my 4k and pay someone else to fix what they have damaged.

  

  Business Response

  Date: 11/03/2023

  we are currently working with this customer to resolve the issues and will be able to update once all issues are resolved. 

• Initial Complaint

  Date:09/20/2023

  Type:Customer Service 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.

  I had BCR come out to do an estimate for some damage to my roof. The rep helped with trying to get insurance to pay for it. When BCR thought they were doing an entire roof they were ready to schedule within a week. Once ins applied to deductible and I was only having a small portion replaces I had a very hard time getting a return call. When the appointment was finally scheduled the men showed up to my door finishing their lunch. Nothing about them (clothes, vehicle, etc) said BCR. They asked if they could park on the other side of my yard, I agreed. He proceeded to DRIVE ACROSS MY YARD. Yes I yelled at him not to. While he was unhooking his ladder I went over to take a picture of the van. He got upset and told me to delete the picture. I told him no and he told me again to delete. Next he was talking on the phone in Spanish and leaving. I spoke with the area manager re:refund. He said he would put in request. I called corporate and never got a return call. Very poor business. I am still waiting for my refund even though they cashed my check within days.

  

  Business Response

  Date: 10/19/2023

  A refund was sent to the customer. This situation should now be resolved. 

  Customer Answer

  Date: 10/25/2023

   
  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:08/30/2023

  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.

  In the spring of this year, a representative from Best Choice Roofing showed up at our door. We did not seek out this company, nor did we seek out their services; they sought out US as potential ****************************** promised us that they could complete two jobs to our property, and this was reflected in the contract that was made out. However, once the time came for the jobs to be completed, the company told us that they would only be able to complete ONE of the two jobs quoted, thus nullifying the contract. We alerted both our insurance company and our mortgage company of the issue, and both assured us that, not completing the promised services made our contract, **** and void. They both also assured us, that, although a check had been distributed to the company, they would not be able to cash it without our express endorsement. Our insurance company even put a stop payment on the check. My husband then contacted the company, multiple times, to tell them that their services were no longer needed as they had avoided their own contract. Despite this, and, despite having left several messages, the company delivered products to our house. Again, my husband called and told them that their services were no longer required as they had notified their contract, and expressed astonishment that they would still deliver products after having been informed of this multiple times.Not only has BCR failed to pick up the products that it delivered AFTER 1) failing to honor the contract by refusing to provide one of the quoted services, and 2) being notified multiple times, THEY CASHED THE CHECK THAT WE DID NOT ENDORSE. Both our insurance company. AND our mortgage company have informed us that this is against the law. We demand that BCR reimburse our insurance company the amount of the illegally-cashed check, reimburse us the $500 penalty fee (that no longer applies to their voided contract), and that this company retrieved their products from our property immediately.

  

  Business Response

  Date: 09/13/2023

  We were unfortunately unable to do a part of the original contract due to structural damage to a shed. We have been in communication with this customer and a refund check has been mailed back to them which should settle this dispute.