ComplaintsforApex Roofing & Restoration, LLC

• Initial Complaint

  02/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We contracted Apex Roofing to replace our roof thru an insurance claim in late 2018. They installed our new roof on 1-4-2019. After the roof install was complete we ended up with 3 flat tires from nails that they had missed. About a month later when the first storm rolled in we found out that our new roof makes a flapping noise when the wind blows just right. We contacted Apex and they sent a tech out. The tech heard the noise and attributed it to the soffit vibrating when the wind blew and left me to deal with it since this was not in their scope of work. I continued troubleshooting and determined it is not the soffit. Contacted Apex again and they sent another tech out. This time the tech blamed the noise on the vinyl siding of the house. We played this game for another 2+ years and they continue to blame everything but the work they performed. Now that we are 3 years post roof replacement my roof is still flapping and keeping us awake at night and Apex continues to blame everything but the roof even though that is the only thing left and I have video proof showing the bottom row of shingles vibrating in the breeze. I contacted another roofing company and they came to take a look. They informed me that the roof was not installed properly and does not meet building code. Drip edge is a building code requirement and none was installed. Also, the bottom row of shingles were cut too short. The short shingles will allow wind and moisture to get under the edge of the roof and create a lot of problems. I have been in touch with the "Head of Customer Experience" at Apex, **** *****, but after calling these items to his attention it has been radio silence. Currently waiting to hear back from Apex and have the city out to complete an overdue final inspection. Apex should do the right thing here and stand behind their work and honor their warranty. This issue needs to be resolved and it needs to be resolved sooner rather than later.

  Business response

  03/28/2022

  Business Response /* (1000, 5, 2022/03/02) */ Apex completed installation of the roof on 1/4/19. It was first made aware of the noise on 10/29/19. Apex made four attempts to isolate the cause of the noise, as the homeowner was likewise not able to attribute the noise to a specific cause. On 10/28/21, the homeowner notified Apex that the matter had been resolved by another contractor. On 2/3/22 the homeowner reopened the matter with Apex stating the noise had returned. Apex sent the homeowner eight follow-up communications and scheduled another in-person attempt to isolate the cause, including advising the homeowner as to how to safely identify the cause. On 2/16/22, Apex conducted a fifth in-person inspection with the homeowner present to replicate the noise to no avail. On 2/18/22, the homeowner sent Apex a video which seemed to isolate the cause stemming from a slight lift in the roof decking upon wind gusts. Although Apex was not contracted or approved by the insurance carrier to replace decking as part of the original scope of work, it nonetheless offered both temporary and permanent solution options so as to immediately curtail the annoyance of the noise. On 2/22/22, the homeowner advised Apex that he had scheduled a final inspection with the municipality. (Final inspections are not required by the municipality.) On 2/24/22 Apex advised the homeowner that Apex would attend the inspection. On 2/28/22 Apex attended the inspection, during which time it learned that the city's enforceable building code had changed while the claim was in process and four months prior to the first installation date to include mandatory drip edge. It is important to note that neither the homeowner nor the homeowner's insurance carrier ever paid Apex to install drip edge. Further, Apex maintains that installation of drip edge is for the sole purpose of blocking moisture from the fascia and soffit. Drip edge is not a remedy for loose decking. In good faith, Apex will install drip edge and resecure the one section of decking attributable to the reported noise.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In June 2021 I contracted with Apex Roofing and Restoration for a new roof. My insurance company issued a check for half the estimated cost, the balance to be paid upon completion of the job. Because we have solar panels, my contact at Apex told me to arrange for the solar panel removal and reinstallation and assured me that my expenses for the solar panel work would be part of the insurance claim, reimbursed once the job was done and the claim settled. The roofing work was done 9/17. On 10/21 I received a copy of a letter sent to Apex from my insurance company, requesting paperwork needed from Apex. It read, "We are in receipt of your request for a supplement with regard to Mr. and Mrs. ----------'s roof estimate. An email was sent to you on four occasions requesting the Eagleview or whatever source used to determine the size of the roof and a receipt for the permit fee. To date the request has gone unanswered. Please respond to this request so we can process any additional supplement warranted. If we do not receive a response, the claim will be closed." I forwarded that letter to Apex and received no response. On 10/29 I received a copy of a followup message from the insurance carrier, saying the paperwork still had not been received and the file was being closed. I forwarded that letter to my contact at Apex with an urgent request for action. A week later I received a response saying that the carrier's letter was standard practice and had been sent prematurely. In mid-November I contacted the insurance company for advice. I was told that Apex routinely makes money by delaying and suing the carrier, who then settles, and that if I provided invoices for the solar panel work and evidence that the roof work was done, the claim could be paid. Right away, I received checks for the balance of the original roofing estimate and solar work, payable to me and Apex. I forwarded those checks to Apex on 12/8, two months ago, and have still received nothing.

  Business response

  03/07/2022

  Business Response /* (1000, 5, 2022/02/17) */ Apex has reviewed the file. Per contract, homeowner's deductible is $1,000 plus $410 in wood charges. This amount will be withheld from the refund due. Total refund to be issued is $2,020. Apex occasionally files supplemental claims in instances of underpayment by insurance carriers, which can result in refund delays. Apex regrets the delay. Consumer Response /* (2000, 7, 2022/02/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Apparently, filing a BBB complaint prompts Apex to action. I have now heard from Apex and been asked to sign an agreement stating that I will have to repay any part of the payment Apex makes to me if the insurance company doesn't agree to cover whatever additional costs Apex has asked it to cover. I am not sure what to expect in light of this agreement, and I wish I had never dealt with Apex. But I'm relieved to be told that Apex will send me a check finally.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In June of 2021 I hired Apex Roofing to replace my roof. Included in the package was replacing my gutters. The company Apex contracted was, ******* Seamless Gutters, resulted in poor installation and work performance. My new gutters leak and it is creating a pool of water in my patio area. Specifically, when installing the rear super gutter they covered the smaller side gutter so the rain hits the wall of the super gutter and is redirected into the soffets. They should have left space for the rain to fall into the lower gutter and run to the downspout. When I brought this to Apex's attention that is when my frustration began. Apex came up with excuses after excuses on why they are not responsible even though it is their name on the paperwork. First they claim since it was not their company they are not responsible. Second, they claim that if I want the gutter re-installed that is "extra" work which I would have to pay for. When I had the gutter company out they acknowledged the leak and blamed Apex claiming the leak is from Apex's poor roof replacement. ******* Seamless Gutters tried a cheap, quick fix by puttin a clump of caulking where the wall of the super gutter meets the roof, hoping that would re-direct the water. That did not work. When I called Apex back they took the position that "the gutter probably leaked before, so it is ok for it to leak now". Besides the fact it did not leak before, new gutters are not suppose to leak. Now I requested all copies of all papwork and photo about the work involved in my roof. Needless to say Apex is being very uncooperative. So I am preparing to *** Apex which I do not want to do. If BBB can help I would certainly appreciate it.

  Business response

  04/04/2022

  Business Response /* (1000, 7, 2022/02/24) */ Apex is investigating this matter further. Apex has reason to believe that the issue is pre-existing and is not related to the roof installation or subject insurance claim. However, Apex is in good faith exploring suitable remedies which it has to determine. Apex will supplement this response with further details as they become available. Consumer Response /* (3000, 15, 2022/03/10) */ Apex did not come out to the house to address the gutter problem. Instead, they came out because we discovered our attic fans were missing. During the roof work Apex removed our attic fans and left the live wires hanging loose. I will say they immedately saw their error and ordered new solar ventng for our attic. I had to shut off the circuit breaker and secure the loose wires. As for the gutters, I hired a different gutter company that came out to the house and repaired the poor workmanship from Apex's company. Apex does not offer any warrenty on their products or services. At least none that they were willing to honor. I would like to thank the BBB for prompting Apex to contact me. Without the BBB I don't think they would have returned my calls. Ty BBB. Business Response /* (4000, 17, 2022/03/17) */ Apex replaced rotted fascia before reinstalling the new gutters in the original position. Further, it was determined through testing that the issue was due to excess water being channeled by the roof valley over the gutters and not a leak between the gutter and fascia. Apex was in process of determining a suitable solution when the homeowner advised that he had already resolved the matter with another vendor. Apex was very recently made aware of the vent issue and discovered it had capped the wires in the attic for safety. It has since installed solar panel vents under warranty as approved by the homeowner. We regret the inconvenience and do pledge to honor eligible workmanship warranties.

• Initial Complaint

  02/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We contracted with Apex to get a new roof and gutters. They are not communicating with us. Have not heard when our roof will get replaced and are not answer phone calls or emails.

  Business response

  02/15/2022

  Business Response /* (1000, 5, 2022/02/08) */ Apex has spoken with Mr. ********* and scheduled the installation for Feb. 21. We regret the delay. Mr. ********* has indicated by phone in 2/8/22 that his concerns have been adequately addressed. Consumer Response /* (2000, 7, 2022/02/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) Apex has now gotten in contact with us and we are moving forward. They seem to be very cooperative now. Thank you for your assistance BBB

• Initial Complaint

  02/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had a terrible experience with APEX and will never recommend it to any of my friends or family. I have been patiently waiting on APEX for over a year now to have my roof replaced, and have gotten nowhere. It has gotten so bad, that I feel the need to write my first review ever and warn others about what really goes on with this company. In December of 2020, they sent a random representative knocking on my door saying they could process my roof through my insurance. I was already planning on replacing my roof in the upcoming months, so I went ahead with the process. It is now February 2022, I have been suffering with a leaking roof for the last 9 months. When this initially happened I called APEX and they sent someone out to put a tarp on the roof for $1600. They did a terrible installation job, in less than 30 days half of it was flapping around in the air and I was back to water leaking in my house. I constantly reached out for them for over a month with no one getting back to me. After 2 months a lawyer was able to get ahold of them. APEX came out again, re-tarped the roof, and charged my account $3000. Double the original price to come out and fix the bad job they did in the first place. I tried reaching out to them for a few more months to get an update on my case and they were no help at all. Their exact words was "We have not been able to get ahold of your the lawyer we assigned to your case, so you just have to wait for now, we will let you know when we hear something". I received that same back and fourth for the last 10 months. In December 2021, I complained to them about the about how my living conditions are affected, the interior areas that suffered from the leaking roof has started to rot and form bits of mold. APEX sent their people to my house a few weeks later (the beginning of January 2022), they did absolutely nothing, they walked around on the roof, took pictures of the existing tarp they placed their a few months back, and charged my acc

  Business response

  03/07/2022

  Business Response /* (1000, 5, 2022/02/16) */ Apex regrets that resolution on this matter between the homeowner and their insurance carrier via the legal process has taken longer than the homeowner would prefer. As the homeowner alludes to in the complaint, until the matter is resolved between the homeowner via legal counsel and the insurance carrier, Apex is unable to resume and complete the work necessary. Again, Apex regrets and empathize with the homeowner regarding this delay.

• Initial Complaint

  01/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  9/14/21. Reroofing. Photos not uploaded in the system for inspection. Not approved by ************. Florida License#***XXXXXXX

  Business response

  03/04/2022

  Business Response /* (1000, 12, 2022/02/15) */ Apex has notified the homeowner that her home has been inspected by qualified engineers. Apex contacted homeowner on 2/11 to set appointment to sign approval documents from Pasco County. Apex apologizes for the delay in this process. Consumer Response /* (2000, 14, 2022/02/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Very pleased with results.

• Initial Complaint

  01/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I filed an insurance claim in early 2020 for roof damage. Insurance denied the claim. Signed an AOB. I want to be released from Apex due to that my roofing case is beyond the specified 6-12 month timeline(see attached letter signed 2/24/20), it's going to be almost 2 years and this business has not done anything to help me besides just putting Tarps. These are the reasons why I don't want to work anymore with Apex: *Poor communication and customer service (see attached email asking for multiple updates and being ignored). *I was pressured to sign an AOB again and pay the full pre settlement build roof amount, if not Apex won't be doing the roof for the pre settlement build. * I never received biweekly notices as stated on the signed 2/24/20 letter. *This situation has caused tremendous amount of stress, anxiety and a lot of personal problems in my household. *My HOA has sent me two notices. I'm going to get fined if this doesn't get resolved. I've contacted Apex and the attorneys about this matter and nothing was done about it. This has turned out to be a nightmare and I would not recommend anyone to this company. If they are a good and honest company that looks up to the customer needs, they would release me so I can replace the roof on my own.

  Business response

  01/26/2022

  Business Response /* (1000, 8, 2022/01/12) */ We apologize for the longer than usual delay in getting Mr. *******'s claim resolved with the insurance provider. Apex has also deleted the inactive phone number listed with the BBB that he was attempting to call. Apex will release Mr. ******* from the assignment, less work completed which the company will remit to the insurance provider. Consumer Response /* (2000, 12, 2022/01/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) On 1/12/22 discussed with an Apex representative about complaint. Apex representative was very understanding and helpful about the situation. Provided me with options and we came to an agreement to allow Apex 30 days to secure a decision from my insurance provider regarding the claim and provide the requested release.

• Initial Complaint

  12/17/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Apex Roofing was hired to do the roof on my house. They filed a lien against my property. Roof was completed and they were paid in full. As of today,I still do not have my release of lien even though they were paid in full many months ago. I have called numerous times to get it and get nothing but a run around. I WANT MY RELEASE OF LEIN ON MY PROPERTY! Since I keep getting a runaround I will share my experiences with Apex Roofing every change I get. They are NOT PROFESSIONAL!!

  Business response

  01/25/2022

  Business Response /* (1000, 5, 2021/12/28) */ Ms. *******'s municipality place a temporary lien on her property while work was underway. Apex sent her a contractor's affidavit on 12/17, which should help her in having the lien released by the municipality. We regret the inconvenience and expect that this action will resolve the matter. However, should she find she needs further assistance Apex is more than willing to assist.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Apex after Hurricane Sally hit in September 2020 to do a full roof replacement. I already had my insurance adjuster's report and estimate and was given an estimate by the sales rep. I signed a document stating what my out of pocket expenses would be. The roof replacement was completed in January 2021, and after some time the insurance adjuster issued the final payment (July). The insurance refused to pay Apex the total amount they were requesting, and I began to get worried that I was going to get stuck with the difference. I was assured on two or three separate occasions that I would absolutely not pay more than what my stated out of pocket expenses were. Now today, December 13, 2021 I am being told by Apex that I am responsible to pay what the insurance company has refused to pay.

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2021/12/14) */ Apex replaced this roof on July 11, 2015, which included a five-year warranty. At the homeowner's request we inspected the work on April 4, 2020 for potential warranty repair. It was determined at that time that the leak in question was a result of the wall flashing being compromised at its junction with the termination point of the gutter system. Neither the wall siding nor the gutter system was part of the approved scope of work from the insurance carrier or of Apex's scope of service. Because gutter work was not included in the original approved scope, Apex did not detach or replace the gutter system and, therefore, could not have compromised the wall flashing which was installed underneath the wall siding. Consequently, the repair was deemed ineligible for warranty coverage. Consumer Response /* (3000, 7, 2021/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are referencing the wrong project. My roof was replaced in January 2021. 151 Donette Loop, Daphne, AL. We did not even live at this address until January 2018. Business Response /* (4000, 9, 2021/12/16) */ Resolution of this matter is between the homeowner and the insurance carrier. According to documents provided by the insurance carrier, the homeowner did not provide the insurance carrier with the information it requested in the timeframe specified to release the remaining balance owed. On August 6, 2021 the homeowner received a notification, which she acknowledged receiving and shared with Apex, informing her that she had 10 days to provide the carrier with proof of work completed. Had the carrier agreed to communicate with Apex directly, Apex would have been more than willing to provide the information. However since it apparently did not receive the information in time from the homeowner, the insurance company apparently did not release the remaining balance due as per its letter dated August 15, 2021. Notwithstanding, Apex completed the work that was approved by the insurance carrier. Apex received payment in full on December 15, 2021 from the homeowner. We regret that the insurance carrier apparently has yet to release to the homeowner the remaining funds it approved (via recoverable depreciation). Apex remains willing to provide any and all relevant documents to aid the homeowner in this matter.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company is a complete disaster to deal with. Your calls go to a call center and no one calls you back for weeks at a time. Company tried several times unsuccessfully to patch leaks until my roof was replaced. They removed tiles from my roof in December 2020 to patch a leak and never put the tiles back until the roof was replaced in October 2021. After the roof was finished, a 32 foot extension ladder showed up so that the county could do the final inspection. The same day that the ladder showed up, a section of soffit went missing. Can't really pin this on Apex, but it definitely happened the day the ladder showed up, as I had gone around the house with another contractor the day prior for a gutter bid. I called at least 5 times and went down to their Fort Myers office about the ladder and the soffit. They kept telling me it wasn't their ladder anchored to my house. I finally ended up paying someone else to take down the ladder and fix the soffit. 5 weeks after reporting this the problem, someone called me to schedule the soffit fix and come get the ladder, which someone had finally come and picked up a week earlier. Now the title company from my refinance called me and said that Apex had put a contractor lien on my house for a balance due. I paid the full amount of my contract in 2 payments, 50% after the tear off and 50% after installation. When I made the 2nd payment, the AR person confirmed the balance was paid in full. Of course that person no longer works for the company and the people who refused to sign the lien release for the title company are not returning my calls. Please do not be fooled by the overwhelming amount of 5 star reviews like I was. Apex offers to pay you for certain things to reduce your insurance deductible, such as putting their sign in your yard and leaving 5 star reviews. I will say that the people they subbed out the actual roof work to did a great job. I wish I would have just hired them in the first place.

  Business response

  12/20/2021

  Business Response /* (1000, 6, 2021/12/06) */ Per Mr. *****'s comment, the matter is resolved. We regret the inconvenience to Mr. ***** and were more than willing to resolve the matter on the same day of his complaint. Consumer Response /* (2000, 8, 2021/12/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Upper management of APEX contacted me regarding my complaint. We discussed all of the issues that occurred throughout the process. Lack of communication was the main issue. Management acknowledged and apologized for the issues I had. I understand this is a big company and mistakes happen. At the end of the day, like I said in the initial review, the actual work and roof appears to be great. I have no complaints whatsoever at this point regarding the quality of work (we have not had much rain since work was completed). I was assured that if any issues with the roof do occur during our rainy season, they will be promptly addressed. Management also informed me that they are no longer offering insurance deductible incentives for 5 star reviews and advertising. I initially talked with APEX in November 2020 and management assured me that these incentives have since stopped.

*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. ↩