ComplaintsforRoofing Pros USA LLC

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ROOFING PROS USA knocked on my door after a hail storm and requested to inspect my roof. I allowed them to do so and they said they found damage. They offered to handle contacting my insurance company for me and facilitating a claim. They asked me to sign a form that states "CONTRACTORS *************************** AGREEMENT" They said this did not obligate me to use them for my repair but only allowed them to communicate with my insurance company. I asked them to clarify and the salesperson said "You may use whoever you want for the repair." My roof was approved by the insurance company for replacement, weeks went by without hearing from ROOFING PROS without any contact. My insurance adjustor phoned me and said he needed to send the checkout, but he told me it was in the fine print that ROOFING PROS USA had to do the work. This was in direct contrast to what I was told. I contacted ROOFING PROS and they sent out another employee, they made excuses, the first guy moved on, the second guy was traveling on the **********, etc. The second guy was much more honest, which revealed the total dishonesty of the first company representative. I was told I could pick my shingles, but that was not true, I was told they would cover any necessary boards, but that was not true. I was told I was not obligated to use them if I chose not to, that was not true. I have phoned twice requesting to talk to a manager to be released from my contract and I was first told a manager would call me back, but they did not. I phoned later and they told me I could talk to one, but was sent to voicemail.I was lied to by their representative and wish to be released from my contract due to fraudulent statements and misrepresentation.

  

  Business response

  04/24/2024

  We are sorry any miscommunication and frustration you experienced with Roofing Pros USA. We are glad the issue has been resolved, and you're proceeding with the reroof. We look forward to the build as soon as the *** approves the shingle color selection.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  A representative from Roofing Pros USA visited my home and informed me that according to Florida law, my insurance company could drop me if I didn't replace my roof, as it was over 15 years old. She asserted that under Florida law, if there is 25% wind/hail damage, the insurance company is obligated to replace the roof at no cost to me other than the deductible. I expressed my concern about being scammed, explaining that I am disabled and living on a very low fixed income.Despite my apprehension, I reluctantly agreed under great distress. Throughout the entire process, I repeatedly asked for the cost of replacing the shingles but was not given a clear answer. Instead, they insisted that their legal department knew how to pressure insurance companies into paying.After the work was completed, I requested the total amount owed. The office manager sent me a text stating that the amount was $11,105.04, of which I only needed to pay the deductible of $2,500.00 at $100.00 per month, which I agreed to. However, a few days later, I received an email stating that they had increased the bill from $11,104.04 to $14,641.04.I had already paid them $9,780.42, in addition to making payments towards the agreed $2,500 deductible. Now, they have placed a lien on my property in an attempt to seize my homestead, which is worth over $200K, for the alleged outstanding bill. I suspect they may be employing this tactic with many individuals who are below the federal poverty level, using their "legal team" to intimidate and pressure them.

  

  Business response

  04/03/2024

  We've made significant efforts to clarify and reconcile the outstanding balance ****************** owes. It's important to note that the deductible is a standard aspect of the process, and insurance funds are allocated for specific purposes, such as the re-roofing. While we did establish a payment plan for the deductible, unfortunately, payments from ****************** ceased entirely. Despite ****************** cashing a supplement check from the insurance company designated for the re-roofing, Roofing Pros USA has yet to receive the corresponding funds. We've been proactive in attempting to work with ****************** to address the remaining balance. We hope to avoid the need for further action, but we are prepared to take appropriate steps to ensure the matter is resolved satisfactorily.

  Customer response

  04/12/2024

   
  Complaint: 21469275
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer response

  04/12/2024

  Certainly, here's a revised version:
  
  Roofing Pros USA failed to acknowledge the evidence I submitted to the BBB, clearly demonstrating the agreement made with their office manager, Burgandy ********. According to our discussion, I owed $11,105.04, and I agreed to pay the insurance company deductible of $2,500.00 at a rate of $100.00 a month. At no point did I agree to the inflated bill of $14,641.52.
  I am troubled by Roofing Pros USA's decision to increase the amount owed after learning that my insurance company issued additional funds. It's crucial to clarify that the funds provided by my insurance company are solely between them and me, as there is no mortgage on my property. Roofing Pros USA's decision to inflate the bill only after learning of the additional funds is concerning. They cited "new building codes" as the reason for the increase, which was never discussed during our initial agreement.
  According to the terms outlined by the office manager, I owe $11,105.04, minus the amount paid towards the $2,500.00 insurance company deductible, which Roofing Pros USA agreed to finance at $100.00 per month. Currently, the remaining balance of the deductible is under $1,000.00, which I am willing to pay at our agreed upon $100.00 per month.
  I urge Roofing Pros USA to honor the original agreement.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Damage To Roof After Free Roof Inspection Roof Is 3 Years Old And Was Up On Roof About 2 Months Ago Roof Was Fine After Inspection Nails Were Pulled Right Out Of The Plywood And Several Cap Shingles Missing And The End Cap On The Left Side Was Pride Up Can See Marks On Bottom Of Shingle Were Bar Or Something Like That Went Under The Shingle Don't Say Yes To A Free Roof Inspection Or You Will Regret It They Won't Even Get Back To Me I Guess They Think The Problem Will Go Away By It Self If They Make Wait Long Enough Terrible Scam Also There Has *** NO Storms Or Bad Wind Years To Do Any Damage Like This To The Roof

  

  Business response

  03/18/2024

  I am sorry This homeowner feels Roofing Pros USA damaged his room, but it is simply not true. Roofing Pros USA offers free roof inspections, looking for storm damage. First, we never take tools on a roof for ***************** our phones to record pictures.  Nails working their way out of plywood and through the shingle is called a "nail pop", there really is no way to manually create this. This happens over time when a nail works its way back out of the plywood, usually caused by temperature change. We don't take pictures of this because it is not storm damage, but considered an install defect and are common on shingle roofs here in ***************.   

  If This homeowner would want me to meet him at his house and walk his roof together, I would be happy to do so.  I can explain the normal wear and tear of shingle roofs here in *******, and I can assure him, his damage was not made by an employee of Roofing Pros USA LLC  

   

  

  Business response

  03/21/2024

  I am sorry This homeowner feels Roofing Pros USA damaged his room, but it is simply not true. Roofing Pros USA offers free roof inspections, looking for storm damage. First, we never take tools on a roof for ***************** our phones to record pictures.  Nails working their way out of plywood and through the shingle is called a "nail pop", there really is no way to manually create this. This happens over time when a nail works its way back out of the plywood, usually caused by temperature change. We don't take pictures of this because it is not storm damage, but considered an install defect and are common on shingle roofs here in ***************.   

  If This homeowner would want me to meet him at his house and walk his roof together, I would be happy to do so.  I can explain the normal wear and tear of shingle roofs here in *******, and I can assure him, his damage was not made by an employee of Roofing Pros USA LLC  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a resident of a gated 55+ single family residential community. Our entrance is not manned, rather residents have a dedicated entrance lane with electronic windshield mounted stickers controlling access. A second entrance lane for visitors is gated but access is granted via a kiosk where unique guest codes are utilized by residents to allow contractors/service personnel to gain entrance. Some tailgating occurs. No process exists to make the guest/contractor/service personnel code a one time use code. Our community does not permit door to door solicitation. This includes political candidates, and firms providing lawn services, food contract sales, Culligan etc water treatment, cremation vendors, painters, pressure washing and similar services/products. Sales people for RoofingPros *** are repeatedly using a viable contractor code to enter our community to engage in door to door solicitation of new roofing or roofing repair business. I have informed the sales people they are in violation of community rules. One person may have a legitimate appointment but 1,2,3 others in the vehicle have no invitation. They claim they were officially invited by ***** A and admit they then go door to door, cold calling and prospecting. Today, March 1, 2024 , I challenged ***********************, business card title Project Manager. Previously on February 20 2024 I challenged another solicitor, working under the supervision of ******. That day the solicitor and again today the solicitor admitted they only had one appointment and planned to engage in door to solicitation.the rest of the day. On another occasion, I believe February 22, a solicitor claimed she was only following up on appointments. Roofing contractors have bad reputations as to quality and misleading proposals. Roofing Pros know they are violating community rules. Theyve been directed to leave multiple times. I give them an F for lacking ethical business practices. Repeated violations. Another F.

  

  Business response

  03/18/2024

  Roofing Pros USA respecting the no solicitations neighborhoods. I believe Mr. ********************************* is in a beautiful community called, ***********************.  Roofing Pros USA has several homeowners under contract in that community.  A lot of our customers ask our Project Managers to reach out to their neighbors to see if we can help them.  Some Project Managers go beyond the neighbor's house, but not meant to be in a solicitation way. 

  The law reads exactly this way, "In civil law, solicitation is the act of requesting, appealing to, or seeking funds or other thing of value." I want to be very clear!!! Roofing Pros USA is never asking for any money or things of value at the door at any house that is not in contract with us.  We are only offering a FREE, NO OBLIGATIONA ROOF INSPECTION.  By law, we are not violating the no solicitation order.   
  I have flagged Mr. ************************************* house address, so hopefully no other Projects Managers will be knocking on his door asking if he wants a free, no obligation roof inspection, and i am sorry he is upset. 

  
  

  

  Business response

  03/21/2024

  Roofing Pros USA respecting the no solicitations neighborhoods. I believe Mr. ********************************* is in a beautiful community called, ***********************.  Roofing Pros USA has several homeowners under contract in that community.  A lot of our customers ask our Project Managers to reach out to their neighbors to see if we can help them.  Some Project Managers go beyond the neighbor's house, but not meant to be in a solicitation way. 

  The law reads exactly this way, "In civil law, solicitation is the act of requesting, appealing to, or seeking funds or other thing of value." I want to be very clear!!! Roofing Pros USA is never asking for any money or things of value at the door at any house that is not in contract with us.  We are only offering a FREE, NO OBLIGATIONA ROOF INSPECTION.  By law, we are not violating the no solicitation order.   
  I have flagged Mr. ************************************* house address, so hopefully no other Projects Managers will be knocking on his door asking if he wants a free, no obligation roof inspection, and i am sorry he is upset. 

  Customer response

  03/21/2024

   
  Complaint: 21373018
  
  I am rejecting this response because:  The individuals prospecting for business in our community lied to me regarding their prospecting activities.  The man apparently in charge of the team of 2 people, told me Roofing Pros USA had approval from our Community Manager to do the prospecting in which they were engaged.  I checked with our Community Manager.  They were not aware of the presence of Roofing Pros people being in the community until complaints were received from multiple residents.  
  

  The Community Manager dispatched a staff member on at least two occasions I am aware of to request the Roofing Pros people to leave the community immediately.  The Roofing Pros employees argued strenuously that their presence was was acceptable as they had one appointment.  While the lead guy made his pitch to the individual they had appointment with, the second person went cold calling, knocking on doors, interrupting residents days and Im told were rather aggressive in attempting to arrange for the team leader to come and inspect their roof.  
  

  Ive not observed the Roofing Pros truck in our community recently.  I hope Roofing *************** has directed their employees to restrict their activities within the *********************** community to only responding to direct requests from residents.  Any door knocking activity that includes phrases like We were just at the home of XYZ and he thought you might like an evaluation/estimate regarding the condition of your roof is not permitted .  For years weve heard pitches with similar we were just wording from lawn care people, water treatment guys, monthly home food deliveries, roof washing services, and similar entities.  Gentlemen, JUST is the start of an excuse.  We raised 4 successful children ( a PhD, a JD, a Director of ******************* 5 Masters degrees among them)  and they learned JUST was not a word in their vocabulary.  

  
  I appreciate your directive to not knock on my door in the future.  However we are a *************** for a good reason and would appreciate Roofing Pros adhering to our NO SOLICITATION POLICY!  The policy is in place to insure the safety of our residents, many of whom are 55+ single ladies and widows.  We have an active referral process within our community.  Referrals are both positive and negative.  Roofing Pros would be wise to adhere to our community rules.  We are well served by local roofing companies employing local workers and purchasing their supplies from local vendors.  Residents have reported successful results from local roofing companies including ****** Roofing, T ***** Roofing, Skymark Roofing, Dutchman Roofing, Farmers Roofing to name a few.    

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

• Initial Complaint

  02/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Roofing Pros USA LLC I had several employees from Roofing Pros USA who were going door to door come to my house. They asked to inspect my roof and I allowed them to do so. Afterwards they said that there was wind damage and approximately 25% of my shingles were loose. They suggested I submit a claim to my insurance company. I asked if they were licensed and insured and showed me proof. They had me sign a work contract and permission to file a claim to my insurance company that would null the contract if the insurance company denied the claim.The insurance company came out on the day he had scheduled and did not find any damage. The representative from Roofing Pros, ****** had asked to come out on the same day as the inspector. I texted her the date but she never showed up. ****** did reach out to me the day after to ask if the adjuster had come. I told her he hadnt found any damage and she told me that they would pursue it with the insurance company. I told her I was not interested in doing any work on the roof at this time.My biggest concern is that a week after the roofing company knocked on my door the point person texted me. He said that he had quit after two days when he realized then company was scamming people. He said stay away from them, that they had purposefully damaged shingles to get claims. I heard scraping sounds on my roof during Roofing Pros inspection. I have been on my roof recently, after their visit I see fresh areas where shingles aren't sticking. The contract that I signed says at the top that it is null a&nvoid if the claim is not approved by the insurance company. I would like to be released from this contract immediately. I am a single mother of a child who has special needs. My claim with my insurance company created a permanent record with them. This claim could impact me with any future claims that *** come up. I would like to get it in writing from the company that the contract I signed is now null and void.

  

  Business response

  02/27/2024

  ************ Contract Agreement has been cancelled and closed as she requested.  Roofing Pros USA has contacted her insurance company and informed them that ************ has cancelled her Contract Agreement with Roofing Pros USA and we will have no further contact.

  Customer response

  02/27/2024

   
  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. Roofing Pros USA has agreed to release me from my contract with them.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  2 /24/2024 failure to present a copy of contract for a week. The representative advised me I was signing permission for him to speak with my insurance and never mentioned it was a contract of any sort assigning them as my contractor And then failed to give me a copy until a week later when I realized there was no signed paper in the paperwork he had provide called him and he brought me a copy the next day. There is a 3 day right to cancel in the contract kinda hard to see that if no copy is provided I called the manager and requested to cancel . He stated that I still had until Monday and he would get back to me failed to hear from him for another week. I stated that has raised way too many red flags and do not wish to do business with this company. They will not build the same quality of roof that I have quotes for far less money than what they are being paid . Of course they are trying to hold me to this contract because apparently they have no honor of what is right and fair . Never had a dealing with such a shady operation where they withhold information concerning your rights .it's my home my insurance and I should be able to get the most value for what I'm paying . Pretty sad when you have to deal with people like this

  

  Business response

  02/27/2024

  We have communicated with ****************** and successfully addressed his concerns. On February 16, 2024, he officially agreed to proceed with the re-roofing project and signed the necessary permit documents. Construction is set to begin shortly. ****************** confirmed his decision to withdraw the complaint via email on the same day (2/16), following his resolution to move forward with Roofing Pros USA. It's important to note that this complaint was filed prior to February 24, and we have effectively resolved all raised concerns.

  Customer response

  03/09/2024

  the roofing company resolved our issue and did the work that was promised and did a great job 

  Customer response

  03/12/2024

  
  the roofing company resolved our issue and did the work that was promised and did a great job 

• Initial Complaint

  12/21/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 11/30/23, RoofingPros *** was going door-to-door asking to look at roofs. I was told I was under no obligation to use them, and that the paper ****** had me sign was just giving them permission to talk to my insurance company. ****** had to cancel both times because of a nail in a tire and did not return phone calls to reschedule a third time. I was called on on the date of the first scheduled meeting and told it had taken place. I informed the caller, *********, that it had not taken place. I feel I was taken advantage of because when I flipped the paper over I saw the section about 3 days to cancel, which I was never informed of at the time of signing. If I had known that, I never would have signed the paper.

  

  Business response

  02/27/2024

  Tell us why here...********************* signed our contract agreement, I have attached for the record.  Roofing Pros USA has cancelled the contract agreement, we do not force any HO to work with us if they choose not to.

  Customer response

  04/02/2024

  Good morning, 

  
  

  Yes, I heard from them on Tuesday and they closed the contract. Thank you. 

• Initial Complaint

  09/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Roofing Pros USA came to my home to give me an estimate on a new roof on or about July/27/2023, the representative said he found some storm damage and that we should contact my insurance company (2 other roofers said the same thing that day) but we went with Roofing Pros USA because the representative seemed honest. He asked my wife sign a paper that authorized him to contact my insurance company on my behalf without disclosing any contractual obligation. (I'm truck driver and was on the road at the time) Fast Forward a month and I still haven't gotten a quote from R.P. USA. I went on BBB website to checkout the company and read many reviews from other customers that were in the same situation. On August 5th I called my representative (not the same guy that came to house in July) and confronted him about a few things I was mislead on. Without getting into the smaller lies told to me, my biggest concern is the form my wife was asked to sign had fine print on the back of it which states we are obligated to pay a 20% penalty if we don't use them. I never would have authorized them to contact my insurance with a penalty stipulation attached without a written quote from them first. The rep back in July wrote my name in as owner but had my wife sign her name where I should have signed. However, my wife is not on the Deed, the Mortgage or the insurance.. Roofing Pros USA finally gave me a quote on 8/5/23 (after I brought up all my concerns) for $3,200 more than 2 other contractors and stated they would not accept insurance payments despite the fact that I told them I wanted to continue doing business with them but wanted to clear up my concerns first. There was no need for them to string me a long without a quote or an indication of when work was going to start. my concern now is, do I need to take legal action regarding the form my wife was tricked into signing or does their refusal to deal with my ins. co cancel that document?

  

  Business response

  09/08/2023

  my email to Mr. **** ****** after we had a phone conversation. I hope we have resolved his complaint.  

  Mr. & Mrs. *******
  First, I would like to apologize for the rough start you have had working with my company, Roofing Pros USA.  Let’s hope we can put that behind us and finish strong.  John, as we talked about on the phone, we would move you to a cash price of $17,000.00, that would leave you walking away with $4,057.75.  As I said, I would like to keep your business and build your roof, but for any reason you want to work with another company, you are free to work with whoever you choose. I will cancel your Contract Agreement with Roofing Pros USA at no cost!

  Rick D*****

  Customer response

  09/12/2023

  
  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.  
  
  I wrote the date 8/5/2023 in my complaint as the date I contacted R.P USA about my concerns and as the date I finally got a quote when it was actually 9/05/2023.... sorry for the mix up....

   

   

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

• Initial Complaint

  06/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I hired roofing pros after getting several roof quotes all which were between 14-17k for a complete reroof. I went through insurance and they came out approved the reroof and gave an estimate of right around 16k which was inline with everyone else. So agreed to work with them and insurance to file and claim and get everything on its way. I started this back in Oct 2022. The work didn't start till Jan 2023. My biggest issue is AFTER they installed the roof I got an adjusted estimate of wait for it over 26k for a roof. Just the insanity behind that number and how it could increase over 10k dollars without them every mentioning that or asking for my approval. I already paid them my deductible along with the 1st round of check which totalled to about 7k. However it's been almost 6 months now and 3 of those months have been trying to get a detailed invoice and as you expect they haven't or won't provide one. Anyone want to guess why because they know the roof didn't cost that much and they have no way to prove that. So instead of showing me a bill or letting me pay the original 16k I agreed to they instead never respond my calls or emails however they did send a letter of intent to put a lien on my house because I won't pay their inflated price. BUYER BEWARE WORK WITH ANY COMPANY BUT THIS ONE. if you do work with them do what I did atleast and work with your insurance company don't let them do it otherwise they would have gotten all the money.

  

  Business response

  07/06/2023

  i have talked with ******** (homeowner) we have come to an agreement with the final price of his roof, and he has agreed to pull down his negitive review  

  Customer response

  07/09/2023

  
  

  I had a meeting with the owner of the business and agreed to terms that we both were happy with.  

   

  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

  04/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We had a quote with Roofing pros for a a roof replacement. the claim was denied and case was submitted with a lawyer to dispute the claim. More than 3 months later there is no update nor a courtesy call to let us know that the case has not been forgotten. Several calls made to the project manager Mr. T***** with no response, after calling corporate we found out Mr. T***** no longer works with the company and Mr. Ken M***** has been assigned. We tried again several times to contact Mr. M***** with no response. Contact corporate asking for a case dismissal and release letter since we are no longer interested in doing business with them. They asked us for a quote from the other Co. who will do the project in order to give us the release letter. This practice is unprofessional. After contacting several times corporate, no one provided the letter. A call was received from someone called Rick D***** who claimed to be the owner demanding we provided the names of who we are working with. I understand that we are not obligated to do so, but in order to end business with them we provided the info. Now 2 days has passed with no response nor release letter. This company have a huge turnover of employees and the worst customer service. We asked simply to end business with them. No project has started. They should be able to provide what we asked without any demands.

  

  Business response

  04/24/2023

  This homeowner **** ******** signed our contract agreement on 7/23/2022. He filed a claim with his insurance company for roof damage and was denied. We suggested he contact an attorney to find out his rights. **** ******** signed a retainer with the ***** *** ***** and we sent to ***** *** all our documents to help support the case. Our policy is to update homeowners once a week while we are working with the insurance company. If the file goes to an attorney, we update once a month.  It is out of our hands at that point, and it may take between 3 and 12 months to settle with an attorney. Mr. **** ******** was told this by his account executive John T***** when he first signed up with ***** ***.  John T***** was promoted at the end of March this year to a Project Manager and is still with Roofing Pros USA today Mr. ******** account was assigned Ken M*****. We use a software called *** ******, we use this software to put our notes in for homeowner contacts.  I have attached the notes for the last couple months. You can see when John T***** was reaching out to the homeowner, and when Ken took over the account and called the homeowner. 
  So why does this homeowner wants out of our contract agreement. This homeowner signed our contract agreement on 7/23/2022, his Project manager was David C***.  David C*** left Roofing Pros USA in January 2023 and went to work with *** ***** *******.  **** ******** is related to David C***, and Davis C*** has been trying to get the homeowner released from our contract agreement to sign a contract with *** ***** *******. This is an unethical practice, and getting the homeowner to lie is horrible.  Our records show the homeowner has been getting our calls, and I never demanded to know who at *** ***** ******* they were working with, I already knew. 

  The homeowner was released from our Contract, and will have no contact in the future with Roofing Pros USA  

  
  This review has no merit and is just untrue, and we have the documentation to prove it.     
  Homeowner was updated!
  Roofing Pros USA does not have huge turnover, in fact its very low.
  Richard Dorman never demanded to know who at *** ***** ******* they were working with.  

   

  Richard D***** ***** ********

*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. ↩