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:03/17/2025

  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.

  We returned a call to *** after we received a phone call on Monday, 03/31/2025 regarding our complaint. We agreed to have them come out on Thursday, 04/03/2025 at 1:00 pm pending weather conditions. We're currently experiencing several days of storms & will have to reschedule when the weather settled down.

   BCR has agreed to paint the trim as requested. We look forward to closing this project once *** has satisfactory completed painting the flashing as initially contracted.

  n the work was being performed. He didn't show at the beginning, middle or end. It was 3 days later that he came by to collect our co-pay & have us to sign the release form for them to get the balance of their money.

  Business Response

  Date: 04/01/2025

  Mr. ***** notified us that he did not like the color of the drip edge. We reached out a couple times via phone call and text to schedule a time to complete the repairs but were unsuccessful (3/21 and 3/27). We spoke with the customer on 3/31 and are scheduled to complete the repairs on Thursday 4/3. 

  Customer Answer

  Date: 04/13/2025

  BCR roofing had left 2 text messages that I didn't discover until 04/03/2025 at which time I returned their call. They agreed to work with the contractor to see if they could come out at 9:00 am on Friday 04/04/2025 to make repairs. Unfortunately it rained.  Representatives (******* & G.M.) from *** did come out to take pictures of the scope of the work that had to be done to share with the contractors. During that conversation it was agreed that I didn't have to be there for them to complete the job. They informed they had 3 new jobs that they working during the week of 04/07/2025 but would but would get to my home.

  The contractor showed up Saturday, April 12, 2025 at 8:45am & completed the work that needed to be corrected and finished by 9:20am. He and I reviewed the repairs together & I was satisfied with the changes.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23075815
  
  I am rejecting this response because: BCR roofing had left 2 text messages that I didn't discover until 04/03/2025 at which time I returned their call. They agreed to work with the contractor to see if they could come out at 9:00 am on Friday 04/04/2025 to make repairs. Unfortunately it rained.  Representatives (******* & G.M.) from *** did come out to take pictures of the scope of the work that had to be done to share with the contractors. During that conversation it was agreed that I didn't have to be there for them to complete the job. They informed they had 3 new jobs that they working during the week of 04/07/2025 but would but would get to my home.
  
  The contractor showed up Saturday, April 12, 2025 at 8:45am & completed the work that needed to be corrected and finished by 9:20am. He and I reviewed the repairs together & I was satisfied with the changes.
  
  Sincerely,
  
  Rev. ******* *****

• Initial Complaint

  Date:07/19/2024

  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.

   
  Complaint: 22009904
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****************************************************. Suite 108, multiple times. The results have all been the same, constant changing answers with no decision to fix the issue at hand. The collective sum of what has been explained is "there's nothing we can do due to how the stone wall has been made." ***** consulting with my home builder, it was noted that the wall does not need to be cut in order to properly repair and/or replace the flashing. There were no issues before my replacement; there were no issues installing said flashing. So, how then is there an issue with a warranty repair? We have attempted to resolve this issue with the local office with less than satisfactory results. We would like to have someone contact me to honor the warranty we were guaranteed at the time of contract. My next step would be to file an official complaint with the Better Business Bureau and/or seek legal counsel regarding Best Choice Roofing not honoring its portion of our warranty established with our contract.

  Customer Answer

  Date: 07/21/2024

  The statement made by Best Choice Roofing is incorrect about having a design flaw on the roof. My home was built in 2010 I have never had any problems with leaks or any kind on the roof until in February of 2023, the area where I live experience severe high winds lifting up some of the shingles, even after this happened, I had no water leaks in my home. Best choice inspected the roof along with the insurance company at that time Best Choice Roofing nor the insurance company found any problems or indicated they could not complete the replacement of the roof, only after their replacement of the roof they now say that there is a design flaw. I am asking that they honor their warranty, or the case be handle through mediation.

  Business Response

  Date: 07/19/2024

  We are disappointed to hear ****************** is having leaking in his home. We received notification on 5/2/24 that of the leak. Our crews and General Manager evaluated the leak on 5/6/24. It was understood between BCR and the homeowner that this was a design flaw with his dead valley. Homeowner was going to speak to his builder about getting a new cricket installed in that ***********. He inquired about us covering the interior damage to the ceiling, our GM told him to have his builder reach out to BCR and we can come up with a plan. Homeowner called again and stated that builder is refusing to do anything to help without being compensated. Our GM told the homeowner, we understand but we can not be held liable for how the roof was designed. BCR told homeowner we can not send our crew out to cut into the stone and build the cricket since they are not brick masons. Our GM told the homeowner to have the builder call him directly so we can work this out. This last conversation was on 5/7/24. We show four more documented attempts to reach homeowner since that day and have not been able to get ahold of homeowner or have him return our calls. 

• Initial Complaint

  Date:12/29/2023

  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.

  The manager contacted me via text saying they would refund me for the repairs. He said they would email a document to e-sign which they still haven't. I will not be accepting or satisfied with their response until they actually do something...saying they will is a different thing.r and at this point don't trust them to do it correctly. They also left debris and nails everywhere inside which they refuse to clean appropriately with a shop vac.

  Business Response

  Date: 01/03/2024

  Best Choice Roofing apologies for any misunderstanding and agreed to pay for the power attic vent replacement. We are working with **************** to get this issue resolved as soon as possible. 

  Customer Answer

  Date: 01/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution as long as they actually send the credit which I have not yet received.

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

  819 ************

  ************, ** 38017

  
  

• Initial Complaint

  Date:06/28/2023

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution to cancel the contract with all fees waived.

  
  Sincerely,
  
  Da'***********************

  *********, ** 38637

  
  

  ad to pay if my deprication wasn't covered, or that RVC wasnt the amount for the check. ****** also said that most home owners knew this- but it was YOUR job to explain it. I had the Progressive agent **** on the phone listening and telling me he had coverstations with ****** that was recorded saying he would cover the gutters and he (Progressive) was emailed only front of that contract -not the back - as if I only had to pay the deductable (attached). You can't say no additonal cost then AFTER you find out the customer's policy has no deprication reimberment, tell the customer that they have to pay the diffrence. This seems like a scam for not being written in the contract explaing the amount of the check isn't the same as RVC. Then I was told if I don't agree to pay the additonal amount told I have to pay them ***** dollars plus legal fees if I don't have the work done!!! I would have NEVER signed my name if I was clear that this wasn't based on the amount the check as I was told.

  Business Response

  Date: 06/25/2023

  This complaint is not a corporate store and needs to be removed from the corporate BBB account this stores fall under an affiliate ***********************. Thank you!

  Business Response

  Date: 07/05/2023

  Best Choice Roofing apologizes for any misunderstanding. Best Choice Roofing's agreement with the homeowner is to replace the roof for the same dollar amount the insurance company says it will cost to replace the roof.

  On a RCV or Replacement Cost Policy, the insurance company will pay the full amount to replace the roof minus the deductible. For an ACV or Actual Cost Policy, like the policy I believe **************** has, the insurance company only pays out the actual value of the roof and the homeowner is responsible for paying their deductible plus the depreciated value of the roof.  

  When ******, the Best Choice Roofing representative, reviewed the claim settlement with ****************, he discovered it was a ACV policy and **************** would be responsible for more than just her deductible. Best Choice Roofing cancelled the agreement and waived the $1,000 breach fee that is normally charged for assisting homeowners in the approval process. 

  Again, Best Choice Roofing apologies for any misunderstanding with representative. If we can answer any questions or provide further clarification, please contact our General Manager - ******************* at ************. 

   

• Initial Complaint

  Date:03/06/2023

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. They have agreed to fixed my ceiling, in which I have already sent them the quote for my drywall repair. They have repaired ******* leak already. I'm just waiting on my ceiling drywall repair and we can close this case. Thank you 

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

  109 *********

  ********, ** 38866

  
  

  got them involve and legal matters will be filed. I should have left my old roof on if I knew I would have these problems. ************** have other clients considering to use this company and now they have to deal with this type of complaint it doesn't look good for the business. And they are not honoring their warranty. I paid my balance in Full I'm not gone beg you to fix my home you have ruin. I'm highly upset and we will be taking legal action.

  Business Response

  Date: 03/12/2023

  We believe there was a misunderstanding with **************. Our Director of Production personally reached out to ************* to ensure her all BCR obligations will be upheld. To our understanding ************* is satisfied with BCRs handling of her concerns. 

• Initial Complaint

  Date:02/23/2023

  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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. Since issuing my complaint, ***** has been very hands-on and I appreciate his business ethic and thank you to BBB for mediating this resolution. 

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

  3663 **************

  *******, ** 38115

  
  

  hand doesn't know what the left hand is doing. It is not good business to come to someone after work is completed and payments have been made and ask for more money. ****** at Best Choice Roofing HQ did "offer" to try to get the $975 financed but the minimum amount to finance is $1000 so they "offered" to add an additional $25 to make the amount an even $1000. RIDICULOUS! Who in their right mind would agree to that?!

  Business Response

  Date: 03/01/2023

  Best Choice Roofing admits there was a misunderstanding regarding the invoice for decking. ******* Rep thought the amount of the decking ($975) was included in the final amount owed when in fact it had not yet been added. BCR reached out to **************** and apologized for the misunderstanding and let her know we would be issuing a credit to cover the cost of the decking. 

  It is our understanding that **************** was satisfied with this outcome.