Complaints
This profile includes complaints for American Roofing & Exteriors's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/31/2024
Type: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.
My complaint has been resolved.
Business Response
Date: 11/04/2024
This complaint says its from ******** 2024? This doesnt make sense. BBB please call me at ************ to discuss. I called your office and had to leave a messageInitial Complaint
Date:10/01/2024
Type: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.
We had 3 hail storms this year and it caused damage to my roof. All state wrote up some work for the roof to be completed. **** from this company came over to take a look and said he could save some money for me to get his solutions underway and 2 specific things he would not touch because they were ok: the first thing is an r and r flashing pipe-jacks (******) and the second was a ac condensor fins to be straightened out(214.54) at total ****** (also charged a trip cost). Both myself and all state paid him, but something felt incorrect. The 2 things he said he was not going to touch he got paid for by all state anyway. I called him up to tell him about it but he said he would not be refunding me. It is not me he would refund to anyway, it would be all state. I reported it to all state, in response they try to call the company and they aren't getting any answers. He says the pipe jacks were replaced but they were not (I saw the workers getting the job done).
Allstate claim number: 0756475034
Policy number: 000831115408
Business Response
Date: 10/28/2024
Per our accounting department this customer received a credit for an AC conditioner comb and is also wanting a credit for a roof pipe **** repair which was completed by our team. Our department is explained this over and over to this customer. This is another example of customer trying to use a ********************** complaint to get a discount or credit. We respectfully request arbitration if the false complaint cannot be removed.Initial Complaint
Date:09/11/2024
Type: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.
They put shingles on my roof. They are supposed to do the downspouts and gutters today. No one is picking up the shingles that they threw in my yard. I have to go around them to water my lawn. Last Friday, I talked to a ***, *****, and she was going to have **** **** me. They claim they had nothing to do with it, it was their supplier. The shingles are sitting out there and the neighbors want to know what is going on. I called back and talked to *****, the *** and asked to talk to the sales manager. He claimed they never got the messages and he said he would call the supplier and get back with me. There is a lack of communication. I would like compensation for the front lawn damage.Business Response
Date: 10/01/2024
Per ***** ********, our office manager, Mr **** calls our office 4-5 times per day when we are working at their property.
Of course we pick up any shingles at the end of the work day and this was explained, many times by our staff.
Any concerns with dead grass will be corrected by installing new sod or a discount, whatever the customer would like for satisfaction. This was explained, multiple times.
We will update the BBB when all punch list items are completed and customer is satisfied.
These are simple punch list items and we understand if customer brought to our attention and we declined to make the customer happy, then a ******************** complaint would be warranted. This is a nonsense false complaint and we request the complaint be removed from our record. If complaint is not removed, our company will be requesting arbitration to have to false complaint removed. If this does not remove the complaint, our company will file suit against the Graps for slander.
Business Response
Date: 10/09/2024
I met with Mr **** yesterday to address his concerns and we agreed his communication issues were not receiving phone calls back the same day I told him our staff is required to return phone calls within 24 hours unless it's deemed an emergency. Bottom line is Mr **** asked me for them to not pay anymore for the project completed except the down payment that was already paid. I told him there is no way we could give him that large of a discount which would be thousands of dollars. Then he asked me to discount the job $2000. Again told him we are not able to give him that much of a discount and that we will need to file a mechanics lien on the property and take him to court to collect the funds. He then continued to negotiate with me and we agreed on a $300.00 discount so he would pay his bill. So again, this bbb complaint is based on a customer trying to get a discount on their job. I will further update when the job is paid in full from the customer and we will expect the ******************** to remove this complaint from our record. If complaint is not removed we will request and expect arbitration.Initial Complaint
Date:11/07/2022
Type: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: 18369318
I am rejecting this response because:-Please see the attached photos of the shoddy workmanship done on our house.
-I have at least one window that is not capped.
-We waited a year for the job to be started.
-None of the issues described in the complaint description were addressed in their response.
-There was NEVER punch list--it doesn't exist--I created one of my own.
-I cannot find another contractor (yet) that will come out and do an assessment of the house because they are afraid to contradict this company.
-They j-channeled where they shouldn't have. I have gaps where water will eventually get in.
-The peaks are not done correctly and neither is the flashing.
-They left debris in the yard from their work; I had to hire someone else come to remove it, costing me money.
-None of the workers could I communicate with--they didn't speak English; there was not project manager on the job site.
ome. Scratches on a lot the siding, inconsistent *** Channeling all over. No starter or finishing in most areas. Put a gutter on wrong. poor workmanship. Trash left all over my roof and yard that i had to clean up. terrible communication. After the job was finished in their eyes, I called and complained about the shotty job. They came out to look, and did not write anything down. They came out again to drop off material, ask me the issues, I told them, and they left. I have been so kind and just want the Job done correctly. The entire siding job is a mess. And not worth Even the down-payment. The company is unorganized, unreliable, untrustworthy, and I want a full refund and the job to be finished correctly. It's important for me to protect my home. ***** said he would protect all my wood by wrapping it, this was verbal, but he never did and wouldn't even attempt, even though I asked numerous times. Dealing with this company for 18 months now, just trying to get siding has been a nightmare.
Sincerely,
*************************************Business Response
Date: 11/08/2022
************************* and I met with this customer to address their concerns and created a punchlist of items to complete.
Our crew was given the opportunity to make corrections but refused to go back after dealing with ****************************.
************************* is going to make corrections to punchlist and our office has been contacting **************************** to get permission to set day for ***** to return. Please see a few of the contact attempts below.
We will not be issuing any refunds but will make corrections to the agreed punchlist.
***************************, office manager, called and LVM for Chelsie 11/8/22 at 8:45AM - Below are the times ***** contacted her last week.
***********************
Fri 11/4/22 10:51 AM
Thank you! And a heads up: I tried ************************************* this morning, still no answer.
***********************
Thu 11/3/22 2:27 PM
I called *************************************, she didn't answer I LVM
***********************
Thu 11/3/22 2:04 PM
You: *************************************, Cell: ************** called no answer******************* ************
Business Response
Date: 11/10/2022
************************* and I both walked with Mr and **************************** to create punchlist. They had a contractor friend there also who gave input on the installation.
**************************** has agreed to allow ***** to complete the punchlist we created next Monday.
*******************
Customer Answer
Date: 11/16/2022
Complaint: 18369318
I am rejecting this response because:-he called while I was at work and cancelled the appointment. I have asked for him to come on a weekend because I can no longer take off work during the week to meet with him.
-I will be providing to the BBB the unprofessional, handwritten punch list that I created. He did not create it.
-I'll be providing an itemized list from another vendor on the things that need to be fixed and the cost to fix them.
Sincerely,
*************************************Customer Answer
Date: 11/23/2022
11/23/2022: Mediator sent an email to the consumer regarding mediation.
11/28/2022: The workmanship is horrible, this all needs to be redone. They just keep saying they are going to fix it, but just keep making it worse.
12/02/2022: We simply want our work done correctly, this has been ongoing for so long. I am very interested in mediation, I will call the BBB next week to discuss this in more detail.
12/05/2022: We have not heard from them since September , Please help us to schedule for this to get completed while I am home. Mondays work the best for me.
12/20/2022: I do not trust this company to keep their word, I want to hire a reputable company to do it right and take this company to court to cover our cost.
Business Response
Date: 11/28/2022
11/28/2022: Mediator sent an email regarding mediation to the business.Business Response
Date: 12/02/2022
11/28/2022: Mediator sent an email regarding mediation to the business.
12/02/2022: Mediator left a detailed message with the answering service for the business.[ BR ] We have had several crews walk off the job due to the consumer being difficult and yelling at them while they work. We will finish the punch list, but will not offer any discounts or refunds.
12/05/2022: Mediator left a detailed voicemail for the business. [BR} Per our call **************************** indicated to you that a Monday will work best for ***** to finish the punchlist items I have copied ***** our office manager and ***** so they can reply with dates that will work for us Thanks, *********;
12/12/2022: We are working on getting this scheduled. I will let you know by the end of the day after I get this coordinated and confirmed.
12/13/2022: We have this scheduled to get done on Monday 12/19 if you can please advise ****************************.
12/19/2022: ***** called out sick today, so we have to reschedule this. We are looking at January 2nd, weather permitting. We need it to be above 40 degrees. Please let me know if you have any questions.
Customer Answer
Date: 12/20/2022
Consumer called back.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.