Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company put a new roof on my house it didn't leak before they put it on and I have leaks everywhere they had to tear my ceilings out of the house and several rooms they tore my whole kitchen out cuz of mold and now it rained last night really hard and it's leaking in several places still and they refuse to come out and fix it

  

  Business response

  01/24/2025

  BBB to whom it may concern:

  We will still respond to the homeowner's BBB complaint, however, information exists that is pertinent to this situation that we do not wish to make public for the best interest of the homeowner.

  1.  We have been to this residence more than a handful of times attempting to assist this homeowner and each time we found many issues at the property that are in no way related to our project.  The most recent, and the last, visit to the property we were there for half the day and conducted extensive testing fully documented in our files and photos.  The owner of the company was present and conducted these tests himself.  For your records, we have attached the letter that we sent to the homeowner following that inspection which details our findings and our position.

  2.  From the time we started building this job and leading right up to this last and final inspection this homeowner was extremely combative with our employees; multiple times threatening severe physical violence against them to the point that myself and the owner of our company had to address these problems directly with the homeowner on separate individual occasions before we would agree to continue any further communication.

  

  Business response

  01/24/2025

  We have visited this home on numerous occasions and conducted multiple tests.  We have explained these findings in person during the inspections but also provided our findings to the homeowner in an extensive letter which in part summarizes as follows:

  "As a result of these tests, it is our professional opinion that the roof installed by Covenant Roofing & Construction, **** was installed properly, which coincides with the passed final inspection data. Further, it is our professional opinion, based upon these tests, that the roof is not leaking. Rather, the source of leaks in the garage, the downstairs bedroom closet, and all other areas are a result of wear, tear, deterioration over time and that normal home maintenance issues exist that need to be addressed. Based on these findings, we hereby conclude that no further work on the roof will be performed by Covenant Roofing & Construction, **** Additionally, no further inspections or repairs, either interior or exterior, are warranted on the part of Covenant Roofing & Construction, ****"

  Although we empathize with the homeowner regarding the troubles they're having inside their home, these troubles do not appear to be related to our project nor our work.  Furthermore, the mere fact that we performed work on this property does not constitute any responsibility on the part of Covenant Roofing & Construction, *** for any and all unrelated concerns or damages that may be associated with this property.

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Covenant replaced our roof on 8/5/2024. They failed to replace the hot water tank vent rain cover. Now rain water is running down the inside of the flu vent pipe rusting out our hot water tank burners and pooling in the drain pan causing the bottom of the hat water tank to also rust. I have called 4 times and left messages and they refuse to return my call and address the problem. If this is not resolved immediately and continues I am going to ask to have the gas hot water tank replaced at their expense,. Communication has been a problem with Covenant since we signed the contract.

  Customer response

  10/23/2024

  Complaint #  #******** has been fully resolved to my satisfaction. Covenant has made the necessary repairs, per ***** ********, who was friendly , helpful and went out of his way to correct the problem. I can find no where on BBB to otherwise remove the complaint.

  Thank you,

  ***** *******

  

  Business response

  10/23/2024

  We certainly were honored to have earned your 5 star ****** review in August, which indicated our "workmanship and communication were first class."  We are disheartened to now learn that we have broken your trust and satisfaction since that time.  Regardless of where the previous phone calls went, we apologize for not responding sooner but we hope that our prompt response to this BBB notification proves our resolve in maintaining your satisfaction with Covenant Roofing.  It is my understanding that our Service and Repair Manager has been by your home to meet with you this morning to resolve this concern.  If the concern still is unresolved, or if any future concerns arise, please contact our office promptly at ************ so that we may deliver a prompt response.

  Customer response

  10/23/2024

   
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  09/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Thought we hired a decent Roofing company but we were dead wrong. It's been over 2 weeks and we still haven't heard anything from the Company called Covenant roofers in Cocoa fla. No text, no phone calls, no nothing. We feel we were are being ignored by them because we are women. Also the job they were going to do was way over priced upon doing investigations from other companies offering the same job. We have canceled the job from this company. Please don't be fooled by the smooth talking sales *****

  

  Business response

  09/17/2024

  Upon receipt of the first complaint from this homeowner received yesterday, we immediately attempted to contact them and even went as far sending a representative to their home to attempt to rectify this situation.  We apologize for the confusion, or any miscommunication that may have previously occurred.  This contract was priced according to our standards and was executed to be started as soon as possible within our standard timeframes.  Our standard timeframes for completion are inside of 2 weeks for shingle projects and inside of 4 weeks for specialty projects, which this particular project was.  Our schedule was proceeding as normal and we were still within these timeframes.  We do regret to lose this homeowner's trust, and ultimately their business, but we do understand their frustration.  This contract has already been cancelled as per the homeowner's multiple requests.

  Customer response

  09/18/2024

   
  Complaint: 22290760
  
  I am rejecting this response because: Even after I told them I am sick with covid, they continued to harass me. Even comming to my home, uninvited twice, the same day. They came with claims of wanting to fix the problem  by saying they fired the *************, who gave me an estimate that was way over priced and that wouldn't even fix area that did leak. I feel that they took advantage of my being a 71 yr. Old female and sick with covid. The first guy, named ***** , was the original person who threatened and harassed me, wasn't fired. I would never hire this company and never recommend them. It was a horrible, unnecessary way to treat  a potential  customer. Very untrustworthy.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I live in a Mobile Home, in 7/24 they came to put the roof on when removing the edges they broke on some sides especially in the corners to fix some they used all purpose acrylic latex but it didn't turn out right and then the roof opened on one side and they fixed it with the same thing. I've been calling for them to do something better but they haven't helped me. For the amount of money I'm asking them paying I think I deserve a better job.

  

  Business response

  09/06/2024

  Thank you for bringing this to the attention of our office.  The roof was installed using the proper components, however, a problem did occur with the siding beneath the roof.  We have now addressed this situation and communicated with the homeowner.  Custom corner pieces had to be ordered and were subsequently installed today to rectify this situation.

  Customer response

  09/08/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Covenant Roofing installed a new roof on my home on July ***** 2024. This was a costly project with the initial price that was quoted to me as $19,769.00. This amount was later amended to $21,020.00 as there was an additional charge for rotted wood that needed to be ***laced. Covenant Roofing promised to provide quality services to meet the requirements that were expected by State Farm, my home insurance company, that demanded that I ***lace my roof in order to continue to receive their coverage. The installed roof has met my expectations as well as all other set standards including county requirements. The incurred issue is that following the roof installation, I have had two flat tires on my car which was parked in my driveway, within days of each other. I have had to pay $101 each time to have a new tire put on: one in the front and the other in the back. After the second flat tire, I contacted Covenant Roofing and also sent them a picture of the flat tire. I did not send a picture of the first flat tire. Interestingly, Covenant Roofing agreed to send me reimbursement for the first flat tire but not the second. They stated that the s**** that was found in the picture of the second tire was not anything that their workers use. Needless to say, I have no way of proving this statement and I questioned the *** from Covenant Roofing, informing him that I have never had any flat tires that occurred in my driveway. Please note that I do not use any such tools and equipment and I can not fathom where the screws could have come from other than the roofing company. After the second flat tire, my son in law found other such screws or nails in my driveway, and he cleared them away for me. Currently, I am awaiting a check from Covenant Roofing for $101.00. The production team worker, ****, stated that they would send me reimbursement for the first tire only. However, it is my contention that I am owed double that amount to cover the cost of two tires.

  

  Business response

  08/16/2024

  Our Senior Production Manager spoke with the homeowner this morning and agreed to reimburse her for her total request of $202.00.  The payment was issued this afternoon and mailed to the homeowner.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/19/2024 I had paid Covenant Roofing $20,312.00 to replace my roof. They sent an Inspector who did not PASS the roof inspection. They sent out their team to "fix" the issue (I hope). I was told an Inspector would be out last Friday ... needless to say he never showed. I have made a dozen phone calls to them to inquire when they will have an Inspector recheck the roof and pass it. NO ONE gets back to me. Lousy way to do business if you want my opinion. Can you please look into this matter and get it taken care of. I would be forever grateful. Thank You. *****************************

  

  Business response

  03/19/2024

  Thank you for bringing this to our attention.  We do apologize for the breakdown in communication and the resulting inconvenience.  Our supervisor and project manager have since discussed and met with the homeowner and the concerns were addressed on 3/12/24.  The permit final inspection was passed on 3/13/24 and the homeowner was notified.  A copy of the final inspection has been provided to the homeowner, as well.  Please contact us directly with any further questions or concerns.  Thank you.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Deposit cashed: 12/29/23 $4,050 Roof completed: 1/11/24 Final check cashed: 1/13/24 $8,566 Water intrusion: 1/15/24 Covenant said they would provide a new *** roof and would cover any water intrusion or repairs on that roof for 5 years. The new roof immediately experienced water intrusion, although the Covenant inspectors scheduled repairs, the owner canceled the repairs. I am left with tarps over my roof and buckets in my living room. I reviewed the Covenant website and was moved by their motto that 'the Difference is the Promise' and their about statements which include: Our attention to detail sets us apart. We excel at the small details of our projects and act with a high sense of urgency to always do what is right, not what is convenient. We do so without excuse. ref: ************************************************************** Covenant owner, told me a good *** roof installed by them would last 20 years, his company covers all repairs for 5 years. He insisted that *** was the best option and they were a company I could trust. The crew leader spent a long time explaining the tie in process and how the new roof would attach under existing shingles on the main house. I asked if there was an additional charge for this and was told no, it is part of their commitment to doing what is right. Immediately after work completed I had water intrusion beneath the *** roof in my living room. I called Covenant, and two supervisors inspected and found that the tie in was not beneath the shingle. Both said this was not according to Covenant standards. They set tarps up and scheduled a crew to fix the problem the next day. The next day I received a call from one of the supervisors who told me that the owner had overridden the scheduled work and would not allow any repairs to begin. I was told someone from their service department would be calling me, I haven't heard from Covenant since.

  

  Business response

  01/26/2024

  Thank you for bringing this to our attention.  We have since sent our senior management staff to inspect this roof and speak with the homeowner.  The owner of the company now has spoken with the homeowner as well.  The issue uncovered via inspection, is the inability to fully tie into the existing main roof due to it's previous installation methods, which all parties were and are aware would need replacement soon as well.  We did not originally contract for this portion of the work.  We have since met with the homeowner, discussed, agreed, and have contracted to build the rest of the roof as well ASAP to solve these problems.  All warranties from previous contract are intact.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  As I had reason to be greatly concerned about a recently developed dip over the garage roof , I was most eager for roof replacement before hurricane season, in February 2023, and before actually having saved up enough to avoid financing. I hence had to utilize the FL PACE program. COVENANT ROOFING was the ONLY contractor within the program in my area and their initial quote of $ 19,000 clearly demonstrated their full awareness of this fact. After presenting 2 written estimates for $ 4,800 less (!) COVENANT reduced theirs to a still whopping, $ 17,00 plus $ 240 upfront cost for plywood, and a later added $ 200 permit charge, for a total of $ 17, 440. COVENANT ROOFINGS claim, made by their rep., of supposedly (quote)"unmatched workmanship and detail" included the ASSURANCE THAT THE DIP OVER THE GARAGE WOULD BE TAKEN CARE OF AND NEW PLYWOOD WOULD BE INSTALLED IN THAT AREA along with any possible other area that would need replacement. AFTER COMPLETION OF THE ROOF INSTALLATION by the very young, small in stature, absolute non English speaking crew, consisting of what I suspect to be illegal Hispanics, THE VERY DIP, THE REASON FOR MY RUSH TO HAVE THE ROOF REPLACED, REMAINS ! Initial complaints were ignored, and there was no follow up. That is, until feedback was left with FL PACE program, pointing out foremost the ongoing problem with the dip. (that, and other issues, not enough allowed space here to describe ! ) Eventually a COVENANT rep came out & acknowledged seeing the dip. He climbed onto the roof, into the attic, stated that new plywood was placed in dip area. Called his supervisor & back into the attic to take pictures. Without providing additional details whatsoever the rep advised that I would be contacted in a couple of days. Thereafter I was told via phone that the dip supposedly is 'structural', again no additional details ! Requested copy of pictures & received those. NO ISSUES SHOWING ON THEM ! Requested clarification ! WAS IGNORED, NO RESPONSE !

  

  Business response

  12/07/2023

  We certainly apologize for the communication breakdown from our office.  The homeowner was gracious enough to meet with our Service and Repair Manager this morning for an in depth inspection regarding these issues.  The result is that our service team will repair this area to eliminate the dip/sag. The homeowner was reported to be very happy with this solution. The small amount of debris from the tearoff was also addressed.  Per the homeowner’s request, the repair will be scheduled for very soon after December 16th while the homeowner is present.

  Customer response

  12/07/2023

  THANK YOU (!) FOR ALL OF YOUR EFFORTS.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 27 2023, Covenant Roofing installed a new roof on my 1972 mobile home, at the cost of $12,211.°°. While doing the work they broke some of the trusses and ruined the living-room ceiling. I tried to contact Covenant concerning the repare of the ceiling and was told to repair it myself. I am a 70 yr man and unable to repair it myself. Also ,they were supposed to help with location and instalation of an exhaust fan . They located it on the wrong side of the house not even close to the bathroom.

  

  Business response

  08/23/2023

  The damages that occurred were unforeseen and a result of prior conditions.  Unfortunately, these were not a direct result of the work being performed.  An understanding and written agreement was made at that time between the homeowner and CRC that the homeowner would have someone else repair those damages.  CRC has now since gone back to this home to review with the homeowner, who now remembers that agreement.  However, we do respect and understand this homeowner's situation, and we have since agreed to repair the ceiling damages only for the homeowner.  We are in the process of scheduling this now.

  During our most recent visit to this property, we were able to confirm with the homeowner that the vent he requested was installed in the area in which he requested.

• Initial Complaint

  10/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Covenant Roofing refused to complete a contracted service to repair the soffit over the porch. They nailed a fresh piece of wood on a rotten piece of wood and after I pointed to the clause in the contract I stopped having my calls answered. I just found out that Insurance companies will not give me a discount for my $23,000. Roof because they used 2 nails instead of 3 nails on each shingle...roof inspector was OK with it I guess. They ran over my gate and fence, ran over my mail box and 2 neighbors. There is also an uncovered white aluminum bar running intermittently on the ridge o my roof. It is incredibly unattractive not having ridge shingles over it. I was never told this would happen but the Inspector OK'd them and I have a warranty that cover ridge shingles. I was annoyed by these things but NO DISCOUNT ON MY ROOF FROM INSURANCE COMPANIES REALLY TAKE THE CAKE.. THEY SAY THE DIFFERENCE IS THE PROMISE. THEY DON't keep promises even when it is written in the contract.

  

  Business response

  10/28/2022

  Business Response /* (1000, 5, 2022/10/07) */ We thank the homeowner for bringing this to our attention. The homeowner presented these concerns to a blanket company email address that was not seen promptly and we apologize. Once realized, our documented calls to the homeowner went unanswered but we now understand that we did not have their updated phone number on file. Yesterday a representative from our company went to the house to meet with the homeowner and address each concern. The ridge vents are aluminum ridge vents and the homeowner now understands. The roof is installed to FL building code and passed inspection. Unfortunately, though, we cannot speak to the decisions of a particular insurance company. The rotten soffit wood in question would be beneath the roof line and not necessary as part of the roof replacement, however, we are going to reach an agreement to help the homeowner in this case to make sure they're happy. The issue with the mailboxes is being investigated, as we are unaware as to when this occurred or who caused the damages. Our goal is to resolve the homeowner's concerns.

*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. ↩