ComplaintsforRoof King & Restoration

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Description: On 11/1/2022 and 4/3/2023, I issued two checks totaling $21,631.10 to cover the cost of repairs for my roof, siding, and living room ceiling painting. As per our agreement, Roof King & Restoration was responsible for the purchase and installation of new siding, as well as painting the living room ceiling. However, to my disappointment, the repairs remain incomplete. The siding has not been purchased or installed, and the living room ceiling remains unpainted. I am therefore requesting the following: Itemized Invoice: Please provide a detailed breakdown of how the funds I provided have been utilized. This invoice should clearly outline the specific costs associated with the completed roof repairs. Refund: Given the unfinished nature of the agreed-upon repairs, I request a full refund for the uncompleted work – including the cost of materials and labor for the siding and living room ceiling painting. Due to the incomplete repairs, I am left with no choice but to seek the services of another contractor to finish the job.

  

  Business response

  10/24/2024

  Dear Mr. ******,
  
  
  Thank you for bringing your concerns to our attention. At Roof King & Restoration, we are committed to upholding the highest standards of service and customer satisfaction. We sincerely apologize for any inconvenience and frustration caused by the delays in completing your project.
  
  Upon reviewing your project details, it’s clear that we have not met our own standards in delivering the services promised. We understand the impact this has had, and we are prepared to make it right. I will note we have been trying to reach you at the phone number provided and Mrs. ******* number and have been unsuccessful. 
  
  We assure you that all work completed was done so with the utmost professionalism and sobriety. Our crews are held to strict standards, ensuring that all tasks are performed safely and correctly.
  
  We agree that it is only fair to refund the portion of your payment that was allocated for any unfinished work. We will calculate this based on the itemized invoice and process a refund for the uncompleted siding installation and living room ceiling painting immediately. 
  
  We appreciate your patience and trust in allowing us to rectify this situation. Our team is also reviewing our internal processes to prevent such occurrences in the future.
  
  Please reach out to us at ************ which is Brandi's extension or our office number at ************ and press extension 1 for the front desk. We aim to resolve this matter to your satisfaction swiftly and restore your confidence in our services.
  
  We hope to speak with you at your earliest convenience. Have a wonderful day. 
  
  Warmest regards, 

  Customer response

  10/30/2024

  
  I am writing to address significant issues regarding the delays and lack of professionalism observed during the handling of my siding installation.

  First, I am deeply concerned about the misleading information regarding the location of my siding. After multiple delays, I contacted my insurance agent, who confirmed that neither Roof King nor its representative "Q" had reached out. Additionally, she informed me that the siding has been available just two hours north in Ohio, contradicting the explanations I was given. This leads me to believe the delays may have been avoidable.

  
  Moreover, there were serious concerns regarding conduct on-site. Despite assurances of professionalism, I found several discarded beer bottles in my trash can, which contradicts the “professionalism and sobriety” referenced. I live in a sober household, so this was especially troubling. When I initially called to report this, a gentleman in your office appeared upset and advised me to send all related communications to "Q," which I have since submitted here as well.

  
  I also ask that communication be directed solely to me, as I prefer to handle this matter personally and no longer wish to engage with Brandi directly. On Thursday, October 24, I spoke with S******* who recognized my claim and assured me that the store owner or manager would return my call by Friday or, at the latest, Monday, October 28. As of today, Wednesday, October 30, I have not received any follow-up, which further undermines my confidence in your promises.
  
  
  Regards,
  ******* ******

  

  Business response

  11/01/2024

  Dear *** ******,
  
  
  We appreciate your response and the opportunity to address your concerns further. At Roof King, we are committed to resolving all issues transparently and efficiently, and we apologize for the frustration you have experienced.
  
  
  Firstly, regarding the availability of the siding, we acknowledge the miscommunication that led to the impression of unavailable materials. It was not our intention to mislead you, and we deeply regret the inconvenience caused by the delays. 
  
  
  Concerning the conduct on-site, we are troubled by your discovery of discarded beer bottles. This behavior is entirely unacceptable and does not represent the high standards of professionalism we hold at Roof King. We have taken immediate corrective actions against those responsible and are reviewing our policies to prevent such incidents in the future.
  
  
  We understand your request to direct communications to you directly, and we will respect your preference moving forward. Please rest assured that your feedback has prompted us to review our communication processes to enhance responsiveness and accountability.
  
  
  Additionally, we have issued a refund for the uncompleted work as discussed with ***** We trust this action underlines our commitment to rectifying the situation and restoring your confidence in our services.
  
  
  We hope to resolve this matter to your satisfaction and remove any distress caused. Thank you for your patience and understanding.
  
  
  Sincerely,
  
  
  ***** **** 
  Roof King & Restoration

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A large tree fell on my roof causing substantial damage to my roof, soffit, & siding. I signed a construction agreement on 7/22/23 & paid 50% down. The majority of work was completed in early Oct. They left a large pile of construction debris in the driveway which got covered up by leaves & plastic trash was blown into the *****. The ridge cap, ice dams, metal flashing, & soffits were partially completed. The siding had not been touched. A gaping hole (approx 1 sq ft) was left in my siding. The home was left in that condition from Oct through Jan. ** 1/24, I emailed ***** ******* detailing all of the above. I received no reply, however, within a week or so, a crew showed up unannounced & cleaned up the debris & completed the roof installation. They did not touch the siding or soffit. ** 2/3, I received an email invoice for the remainder of the project, which included $3700 for siding work (which had not been touched) & $4k for tree removal (which was completed by another contractor before I even contacted Roof King for the roof replacement). ** 2/15, I received a message from Kozmo ******* attempting to collect the balance. I detailed the erroneous charges, as well as photos of all the work that had not been completed. ** 2/21, a crew showed up & replaced half of the damaged siding board, painted it the wrong color, & painted one soffit board. They did not touch the second damaged soffit board or replace any of the damaged soffit vents. They also spattered the wrong color paint all over at least 5 other undamaged siding boards. ** 4/21, Kozmo messaged again attempting to collect the balance. I very clearly detailed all of the above with photos again. He did not reply. ** 7/12, ****** ******* contacted me attempting to collect the balance. I detailed with photos everything I had with Kozmo. She removed the $4k tree removal & said their crew would be there 7/19 to complete the work. They never showed up and attempted to collect on 7/31 & 8/12, threatening interest.

  

  Business response

  08/23/2024

  Dear Mr. ************************ you for bringing these concerns to our attention. At *********, we strive to ensure that all our projects are completed to the highest standards, and we sincerely apologize for any issues you've experienced and any inconvenience they may have caused.

  
  After each build, we have leftover material. We try and collect this as fast as we can after the build and apologize if these materials inconvenienced you in any way.  With punchouts required on your property we needed to leave them onsite for use. We always do our best to leave the property cleaner than we found it and would be more than happy to pick up any trash that blew into the *****.

  
  At the time you contacted our company, Dr. ******* ******* was no longer with us. ******* ****, your original sale representative, was also inactive in our operations. Through this change in management, weve done our best to maintain constant communication with our customers.

  
  In our attempt to work with your insurance to match the paint on your siding and soffit, it was expressed to us you informed them of your dissatisfaction with our work. This completely halted your carrier issuing any additional supplements being approved, one of which was for the complete painting of your house so all elevations would match.
  A ****** search will reveal the average price for painting a home is between $5,000 - $12,000 or $1.50 - $4.00 per sq ft. Our supplement totaling $5,825.90 puts us at $2.98 per sq ft for the soffit and $4.00 per sq ft for the siding, right on par with the national average.

  
  We generally work directly off the insurance scope provided by an individuals carrier. This was the reason for billing for the tree removal. As soon as it was communicated to us it hadnt been done by our subcontractors, we promptly removed it from the invoice.  

  
  Your carrier only paid for 70 LF of gutters and downspouts to be detached and reset, effectively reusing the previous material. Instead, we generously had your entire system replaced with new.  Roughly 240 LF, in addition to upgrading you from 5 to 6, with gutter guards. An over $4,500 value, at no additional cost to you. We also added snow rails, which were not on your existing roof or paid for by your carrier. This was also done at no additional cost to you.

  
  We hope that the steps taken thus far demonstrate our commitment to quality and client satisfaction. Please understand that all services rendered that have been completed adhere to industry standards. 

   

  We are happy to attempt to get the supplement approved with your assistance and finish the painting to your satisfaction.  

  
  Thank you for your attention to this, we hope to resolve it amicably soon.

  
  Warmest regards,

  Customer response

  09/02/2024

  I have been on vacation for the past week, and have a message left with my claims adjuster. I will be in contact shortly after I am able to speak with him following the holiday weekend. Thank you.

  Customer response

  09/03/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22153380
  
  I am rejecting this response because: 

  To begin, I refute your response that you've done your best to maintain constant communication with your customers. My last communication with my salesperson, ******* was on October 3 to let me know the beginning of the project had been postponed. That was before the project began. I was never contacted by any representative at Roof King again unless they were trying to invoice and collect payment. I was also never handed off to another salesperson or representative, so all of my concerns went to inboxes that weren't being monitored unless I was replying to someone trying to collect payment. There has obviously been poor communication for the last 11 months of the project, but that cannot be resolved at this point, so I will move forward.

  I have attached the insurance estimate, which was provided to ******* **** on July 20, 2023 prior to signing the construction agreement. This is the scope of work that was to be provided by Roof King. Any additional work needing to be done was to be approved by me and a supplement requested from ******** or paid out of pocket. This estimate includes replacing 20 square feet of siding and "seal and paint wood siding" in the amount of 405 square feet. According to Homesite, this is the entire rear of the home. From the photos attached to the original complaint, you can clearly see less than 5 square feet was replaced and painted, and it was painted the wrong color. No supplement is necessary, nor is it necessary to paint the entire home as you suggest.

  The insurance estimate also includes replacing and insulating 20 square feet of wood soffit, and priming and painting 90 square feet of wood soffit. Only 12 square feet of wood soffit was actually replaced, and it was only painted with one coat, not primed. Zero insulation was replaced. The soffit vent was also not replaced. I did not see it in the estimate, but given the obvious damage to it in the photos, should have been easy for a supplement.

  The total payout for materials and labor for the siding and soffit work was $1683.88. I am requesting this amount to be removed from my invoice, as I will need to pay another contractor to complete the work. 

  The insurance estimate included 70 linear feet of gutter, however the gutter on the front of the home was discovered to be damaged and 70 additional linear feet easily could have been requested for supplement with proper documentation and communication. While I appreciate the upgrade from 5" to 6", which is proper for metal roofs compared to the shingled roof, this was not communicated with me. Nobody from Roof King ever discussed upgrading the gutters, and this unsolicited generosity should not compensate for the uncompleted exterior work.

  Everything mentioned in my original BBB complaint has been communicated no fewer than 4 times in detail with photos via email and/or text message to representatives of Roof King in reply to attempts to collect the balance. Expressed within the third and fourth communications, I even petitioned for a representative to come to the house and look at the work--as I knew he or she would quickly agree that the work provided was not a quality of work that Roof King would be proud of. I have given your company ample opportunity to complete the project as laid out in the construction agreement and insurance estimate. I would appreciate your prompt adjustment of the invoice to match the work that was actually completed, so I can complete payment and schedule another contractor to finish the project.

  
  Regards,
  
  ****** *******

  Customer response

  09/03/2024

  I wanted to attach the final invoice provided by Roof King which references the "7-20-23" work scope (insurance) estimate.

  

  Business response

  09/16/2024

  Dear Mr. ************************ you for your response, which we've thoroughly reviewed. While we always aim to resolve concerns amicably at Roof King, there are a few discrepancies in your claims that need to be addressed for clarity and fairness.

  Firstly, your assertion regarding the lack of communication does not align with our documented records. Our logs indicate multiple attempts to reach out and keep you informed in addition to ********* communication on October 3rd. Below are the logged accounts, as well as anything that was said on site during the project. 

  October; 
  October 3rd, voicemail left by Scott 
  October 9th, voicemail left by Scott 
  October 9th, voicemail left by ******
  October 10th, voicemail left by ******

  These actions contradict the notion that you were only contacted for payment purposes. It's imperative that we correct this misrepresentation.

  Regarding the painting and siding work, our goal was to ensure a cohesive aesthetic for your home, which required more than the minimal touch-*** covered by your insurance. The decision to paint a section was to demonstrate to your insurance the necessity for painting the entire home. This would have been an easy supplement, however was not supported due to the early cessation of the supplemental request initiated by your dissatisfaction to the carrier. 
  

  The unsolicited generosity provided, did not only include an upgrade from 5" to 6". It included an entire gutter and downspout replacement. The original scope, as stated previously, only paid to detach and reset ************************************************************************** addition to upgrading you from 5" to 6" and installing all new gutters instead of reusing only 70' of the old ones, we also installed gutter guards. All of this at no additional cost to you. These very generous upgrades are not compensating for work not complete or up to your satisfaction, just putting the entire project into perspective. 

  It is disheartening that despite our efforts, some aspects of this project did not meet either of our standards, leading to current disputes regarding scope and billing. Recognizing this, and in an effort to resolve matters constructively, Roof King is prepared to waive the $1,683.88 related to the siding and soffit work, contingent upon the full settlement of the remaining balance and the removal of the complaint, as it would be resolved at that point. We offer this concession in good faith, aiming to resolve our engagement on mutually agreeable terms.
  
  We urge you to consider the facts and the efforts made in good faith to address your project's needs. 

  We look forward to your teamwork in resolving this matter with the seriousness and honesty it demands.

  warm regards,
  

  
  

  Customer response

  10/01/2024

  I acknowledge the business's response. I am satisfied with waiving $1,683.88 related to siding and soffit work contingent upon full settlement of the remaining balance. At this point, I would consider the complaint resolved. 

• Initial Complaint

  10/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Description: I had a roofing company, Roof King, contact me about replacing our roof. We chatted and I signed some paperwork, not realizing I was signing a contract. I decided to go with another company and they are charging me over $3000 for not using them citing I signed a contract with them

  

  Business response

  11/02/2023

  Dear Mrs. *** ******,
  
  Thank you for bringing your concerns to our attention. At Roof King, we pride ourselves on transparency and ensuring our customers fully understand any agreements they enter with us.
  
  Upon reviewing our records, it appears that during our initial consultation, an agreement was signed that outlined the terms should an approval be granted and if you chose not to move forward with our services. This clause is implemented to cover the preliminary work, time, administrative, and operational costs that arise when planning a roofing project.
  
  With that being said, we deeply regret any confusion or inconvenience this may have caused. We understand the importance of clear communication, and we apologize if there was any lack of clarity during our discussions.
  
  While the agreement you signed is legally binding, we value our customer relationships and want to ensure your trust in our company. We would be open to discussing a potential resolution that is fair to both parties. Please contact our customer service team at ###-###-#### and we will work with you to address the matter promptly.
  
  Once again, we apologize for any misunderstanding. Our primary goal is to ensure customer satisfaction, and we hope we can find a solution that upholds this commitment.
  
  Sincerely,
  

  
  Roof King

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I will regard Roof King & Restorations as "RK". RK performed hail and wind damage repairs on our home. The claim was initiated in May of 2022. As of today October 11 2022 RK has yet to fully complete our repairs. RK has displayed horrible customer service. After receiving the insurance check RK placed us on the back burner. RK sent contractors out who performed poor quality work and have left my home in dangerous conditions. They did not re attach our side deck the correct way and cut a notch in our rim joist. RK voided contract by installing a different siding than was in the contract without any notice to use. We discovered the difference in the siding on our own. RKs contractors used packing tape to tape up our outside light power wire together which is a fire hazard. RKs contractors poorly installed out electrical outlets which are a shock and fire hazard. The rotten wood damage was given a quote of $2500 to repair however RK billed the insurance company $3200 for this repair. RK contractors attempted to cover up the rotten wood and informed us that it was not a problem. I informed the crew that they must remove the weather barrier and found the underlying wood to indeed be in unusable quality.

  

  Business response

  11/08/2022

  We have come to a resolution with the homeowner and fixed all the problems that were expressed. 

  Customer response

  11/09/2022

  I accept the business's response to resolve this complaint.
  Regards,
  
  **** ******

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on 9/1/22 Roof King Restoration replaced our roof under an insurance claim. After receiving an email of the Certificate of Completion, i notice in the photos, a patch of discolored shingles. So after getting home from work, I looked on the roof, and sure enough there was discoloration. This is something the crew installing should have noticed when laying the shingles. It took me as the customer to point it out. roughly 2 weeks last after going bouts the Tony. He finally sent freddie out to fix it. He showed up angry and had an attitude about being there. However this problem has been resolved for the time being. (hopefully there is no leaks in the future from this) Also, on 9/1/22 the ABC crew damaged 2 of 3 **** security cameras. I have brought this to attention and nothing is being done, and im getting the run around from Tony on replacement. Its been almost a month and nothing has been done. Ive sent emails to Tony, with the latest requesting his managers contact to get this figured out. So far no avail.

  

  Business response

  09/27/2022

  Good afternoon ****, 

  I hope all is well. 

  After just speaking with you on the phone I'm glad to know you're happy with the new shingles we installed to fix the discoloration and give you the uniform appearance you desire. 

  As far as the camera goes we would be more than happy to replace anything we damaged. I will send you some of my recommendations from amazon that have good reviews. If you don't like the systems I send over you're welcome to do your own research and let me know which system you'd like. 

  At the end of the day we will always replace anything we damaged and just want our customers to be happy. 

  Customer response

  10/07/2022

  Hello. I’m replying in regard to my complaint filed. I have not responded to it because this has not been resolved by the business… they were supposed to send me a new camera for the damaged one and I have not received itC it’s been over a week. I left it open in hope they would have it shipped by amazon prime by now, however that is not the case. Therefore this has not been resolved and I would like it to remain open please!
  
  ****

*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. ↩