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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Best Choice Roofing & Home Improvement, Inc.

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

  
• 

  Best Choice Roofing & Home Improvement, Inc.

  1532 Apperson Dr Salem, VA 24153-7219

  
• 

  Best Choice Roofing

  1125 Anderson Rd N Rock Hill, SC 29730-2776

  
• 

  Best Choice Roofing

  1528 Evans St STE I Greenville, NC 27834-5311

  
• 

  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:07/11/2023

  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.

  Multiple issues with newly installed roof. Cannot get a return email, text, or phone call from business. Need issues corrected, compensation made for unused supplies and extra supplies picked up from job.

  Customer Answer

  Date: 07/11/2023

  This complaint has been filed against the wrong Best Choice Roofing. My service and complaint are directed at the Best Choice Roofing branch in ********** **, not the branch in **. 

  

  Business Response

  Date: 08/10/2023

  The local branch has been in communication wit the customer and to our understanding have resolved any and all issues that the customer has. I am asking if this can be moved to informational only. I know that the customer tried to go back and remove the complaint but was not able to. Since the customer is happy with everything I am hoping this can be done. 

  Customer Answer

  Date: 08/11/2023

   
  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.

   

  ******************* worked hard to get all my problems resolved and stepped in personally during a very busy season to make everything right. 

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

• Initial Complaint

  Date:04/17/2023

  Type:Billing 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.

  Got the roof, the problem is even after telling multiple people multiple times that our mortgage company, **** RD Direct, is slow, they have to approve every minor detail and approve the final payment this company, BCR, is putting a lien on our home because it is taking too long for them. They are, in essence, accusing ** of cashing a check from the insurance company and keeping it. The checks were written to ** and the mortgage company, so not only is this impossible, it is not good business. We literally cannot do anything until the **** approves it and they have the checks. They require approval of the release of funds and an inspection, which was performed less than 2 weeks ago (as of 4/14/2023). They still have to release the money, but again, not in our control. Now BCR is informing ******* lien on our property for the **** taking too long. I would like for this lien to be off of our credit report, ultimately. This is an unfair punishment for something that we cannot control. I am not supposed to sign or agree to anything without the ****. How can I cash a check written to a government entity? And I want to point out that everything I requested from BCR. from an itemized invoice to a signed completion form, was like pulling teeth. It took them weeks to get the information I needed to send the **** in order to get all the paperwork for final approval.

  

  Business Response

  Date: 05/18/2023

  This customers roof was installed and completed back in February and we have still yet to receive final payment from this customer.  Placing a lien on the customers home is policy after allowing this much time to pass without being paid in full after the completion of the job. We do understand that there is a procedure in place for mortgage companies to review final payment and will remove the lien from the customers home if we get confirmation that we will be paid in full. Thank you! 

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 19937755
  
  I am rejecting this response because: 

  As previously discussed: talk to the ***** THEY HAVE THE CHECKS AND THE ****** WE DO NOT HAVE IT. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/01/2023

  So it looks like now we have every check needed from the insurance company. The only thing that Best Choice Roofing is missing is the homeowners out of pocket and deductible. Once that is sent in everything can be removed. 

• Initial Complaint

  Date:11/04/2022

  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.

  It all started in July 2022 . I called to get some tile repaired on my roof. Just 4 tiles At that time I was told it was a small repair. So I added some other repairs. The total was *****. I paid half at that time *****. The check had cleared my account on August 30. I called to find out when they were coming out - this was mid September. Was told then the couldnt do it. Too small and they would have to buy a whole pallet of tile and they dont have storage for it. So I told them at that time to just refund my money. Was told ok. So I waited. Called again October 10. Was told he should be on its way. We are now into. November and still have not received my check and now getting no answers on the phone. No call backs. Have left messages. I am so frustrated. Horrible service. I want my money back. Help please.

  

  Business Response

  Date: 11/07/2022

  Customers refund check was sent to them via mail. Unfortunately it appears that there was and issue with the mail and the check has been lost this has recently happened with another customer as well. We have canceled the previous check that was sent and have re sent a new one via overnight mail and have notified the customer of the mistake of a lost check and new one being sent overnight.
  With this being a mistake with the mail and not a fault of best choice roofing we are asking that with the customer receiving there check that this complaint not be counted towards best choice roofing. Thank you. 

• Initial Complaint

  Date:11/04/2022

  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.

  It's been six weeks and I haven't received my refund. If the person I spoke with had told me that my check was over my balance I could have deposit it and paid with my bank card. So they do wrong and thank the customer suppose to be pleased. It shouldn't take no month and a half to get a refund from no where. Today November 1st 2022 I being told it's still in progress. This money was for to get my bathroom ceiling fix and my time is very short now before my claim be closed.

  

  Business Response

  Date: 11/07/2022

  Customers refund check was sent to them via mail. Unfortunately it appears that there was and issue with the mail and the check has been lost this has recently happened with another customer as well. We have canceled the previous check that was sent and have re sent a new one via overnight mail and have notified the customer of the mistake of a lost check and new one being sent overnight.
  With this being a mistake with the mail and not a fault of best choice roofing we are asking that with the customer receiving there check that this complaint not be counted towards best choice roofing. Thank you. 

  Customer Answer

  Date: 11/07/2022

   
  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. But no check was ever mailed out. Because I call every two weeks and was told it was in process.  I received a call Friday November 4. 2022 saying that a check was sent out for me. I received a check by FedX November ******. I'm satisfied because now I can get the other work that needs to be done. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/01/2022

  Type:Customer Service 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.

  This company came to my home to do a roofing estimate, to replace my entire roof. They told me that my insurance can help pay for most of it, especially because my roof was so old and the shingles on my roof are no longer manufactured. ******** sent their own insurance inspector and came in with 7,000 LESS than what Best Choice Roofing had quoted. So the rep,**********, stated he would come back to my house, make a video of my roof proving to ******** that the entire roof needs replacement. After he was finished with the video he said to me "I had to take a big chuck of one part of your roof, which I'm not supposed to do, but it's to show the insurance how it's not just a fix, the roof needs replacement." I saw the piece he took and it exposed the wood of my roof! This was in April of 2022. He said he'd submit it to my insurance and get back to me. After 2 weeks, I never heard back from ***. I tried texting, calling, I left voicemails, even called his office and also tried the main head quarters 3 times and always was told "I'm sorry, someone will call you regarding your issue." Now here it is 4 months and with the monsoons actually hitting hard I'm so worried more damage will develop because of their/his video sample which was tearing a big chunk of my roof. So when I realized I was being completely ignored, I left a final text pleading for someone to just come out and patch that one part of my roof back to not being exposed. I've just never been ignored by a company. I was never rude or in any way shape or form difficult. So I'm so confused. I even asked if *** was ok.Please help me.
  

  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 8, 2022/09/13) */
  We have reached to this customer and have identified that there was a case of misunderstanding between the customer and Best Choice Roofing. The customer did not have a bug chunk of part of there roof removed exposing it to the elements, but simply a rather routine attempt to repair done on the roof. Once this was explained and shown to the customer the customer no longer had any issue with Best Choice Roofing. Please see attached photos that document the repair along with attached email from the customer stating that they did not wish to file a BBB complaint against Best Choice Roofing and that there is no issue.
  I am asking that this be moved to Informational purposes only since it was just a misunderstanding, and the customer did not need Best Choice Roofing to actually solve any issue but rather just explain what the process was that occurred on there roof.

• Initial Complaint

  Date:08/26/2022

  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.

  07.19.22
  
  The business committed to fixing the roof that was improperly installed by their negligence that caused substantial damage to the home which includes water damage inside the home
  Negligence/ Warranty Issue
  The business and I are currently at a standstill due to the management not following through with their warranty of work- improper installation of roof that caused substantial damage (including water damage to my home)
  

  

  Business Response

  Date: 10/17/2022

  Business Response /* (4000, 11, 2022/10/07) */
  ***Document Attached***
  The Best Choice Roofing branch that Mrs. ***** was working with has communicated with her and has fixed and repaired the issue that she had on here roof along with paying for a restoration company to clean up and restore any water damage that may have occurred in the house. Attached is a repair order that Mrs. ***** signed stating that the repairs were made, and a refund was provided to her.
  
  
  Business Response /* (4000, 12, 2022/10/05) */
  ***Document Attached***
  The Best Choice Roofing branch that Mrs. ***** was working with has communicated with her and has fixed and repaired the issue that she had on here roof along with paying for a restoration company to clean up and restore any water damage that may have occurred in the house. Attached is a repair order that Mrs. ***** signed stating that the repairs were made, and a refund was provided to her.