Complaints

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the second complaint filed. Elevate roofing replaced my roof in 2022 after Hurricane *****. They overcharged. They never gave me my warranty, stating I owed an additional 1000$ that I disputed due to the ***** in insurance and 2000 copay already given to them. They replied with lies and nonsense. Since the last complaint I filed, I have had a wind mitigation inspection for insurance purposes done. I was told that Elevate did not comply with required Florida codes for Wind Clips nor did they place a water seal between shingles and plywood. The **** does not pass Florida inspection standards set in 2002. There is zero reason for this to have been not completed correctly. I do feel Elevate should reimburse my insurance company, they should repair my roof correctly and they should provide me a warranty without any liens placed. It is very frustrating to read through their responses and see that I am not the only one who has dealt with them being less than forthright and with them trying to ***** shoddy work and also charge more than the agreed amount. They chose to wait 9 months to repair after they received the money. I had tarps and also put roof sealant on to prevent more damage from frequent rain. I am really angry now that I know the full extent of the lies. There is ZERO reason for them to have not placed the required wind harness clips instead of shoe nails. Also, the lack of a code and insurance required moisture barrier is incomprehensible. It is clear they get away with shoddy labor and lies since they continue to do this to folks.

  Business response

  08/19/2024

  We have responded previously on this complaint from several years ago.

  The claims being made by the owner are just not true.  We did install according to Florida Building Code and this **** was inspected and permit passed to prove our point.  Let's be clear, if I had installed this roof improperly I would NOT have passed the inspection which we did.  If she had the county come out and inspect as she has claimed and they had found otherwise, they would have contacted me.  I would ask that she issue the paperwork to back her accusations.  We never were pad for the wood rot charges on this job.  I am indeed sorry she is upset, but we have received no documentation to prove her claims.  However we do have and have uploaded the *** from *************** and the *** for the underpayment we used.  We will gladly come back and inspect providing they can either provide proof of their claims or pay their outstanding balance now three years past due...

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Elevate roofing installed a new roof on my home in April 2022. This was a denied insurance claim that went through litigation and the insurance settled for $22,000. In addition, they also collected $6000 in cash from me for my deductible. I questioned at the time the total amount as my next door neighbor had recently had his roof replaced for $12,000. They offered no explanation. After the initial tear off while waiting for inspection we had a very hard rain and the roof leaked in every room in my house (pouring leaks!). We endured 3 days of blowers in every room then a full week of people here repairing and painting walls and ceilings and were left with damaged furniture. After hurricane ******** contacted Elevate because we lost about 12 shingles which we replaced the next day but with our neighbors shingles of the wrong color. They told me at this time that the hurricane voided my warranty?? However, the salesman did offer to replace the shingles as a "side job" for $300. About a month ago we decided to put our house up for sale and had to repair some damaged drywall in our garage from a previous roof leak that was repaired in 2017. When my husband removed the damaged drywall it was raining and the roof began to leak again. We called a different roofing company who came out and did a thorough inspection of the roof and said that Elevate basically put shingles over top of the previously damaged plywood that was now rotted. This repair cost us $3600. When I contacted Elevate they now tell me that they cannot honor my warranty due to the ********************** the storm because that is what caused the damage, even though they were replaced the very next day. The owner of the company that did the repair personally told me their job is the worst roofing job he has ever seen and that he could not believe it passed inspection. I want to be reimbursed for Elevates horrible work and the stress they have caused us.

  Business response

  10/23/2023

  Hello,

  we are saddened to hear that the customer is dissatisfied.  Let me do my best to answer the concerns based on customer's complaint:

   

  1-  We installed a roof in 2022 after a denied claim.  The price was too high according to the customer.

  It is important to note that this final pricing was not determined by us.  The price was determined the fear amount to be paid between her lawyer and the insurance carrier.  We cannot see how it would be our fault that the value decided by her attorney is reflective of us.  We have seen no written verification of a claim this roof could be done at a cheaper price, but regardless due to our efforts we helped the owner receive a roof by helping her attorney when she was denied a roof before.

  2- Leaks during inspection period.

  The owner is correct that as we awaited the dry in inspection a major rain storm. came and caused leaks to the home.  However, there was no way to mitigate this possibility as we are at the mercy of the permitting process.  Had the local building inspector been able to inspect before the rain it would have been fine but we have no way to manipulate their scheduling.  Therefore, it did leak and we quickly took steps to cover and pay for and fix all leaks even though they could not be avoided.

  3- Leaks after Hurricane *******

  There is no roofing company that can warranty against a Category 4/5 hurricane that comes directly overhead.  The roof was functioning fine until *** came over and by owner's admission ripped shingles off the roof.  It is very consistent for that area to also receive water image during that same storm.  Two things to note:  the owner never paid the first roof off still with balance owed of $470.00.  In addition, when a new storm blows over of that magnitude therein no warranty in place.

  4- Roofing over rot and competition claims.

  It is claimed that we roofed over the old rot, but that is something we would disagree with.  The roof passed TWO inspections including a dry in and final inspection by the local building codes.  We can place no confidence in a anonymous competitor that makes claims.  Again, we are sorry most of all they were hit by two hurricanes. 

  Customer response

  10/24/2023

   
  Complaint: 20761513
  
  I am rejecting this response because: First off, the reply sounds very scripted, like they have used it before.

  What "professional" roofing company does a tear off that isn't water proof and blames it on the fact that it rained before inspection???

  As stated in the original complaint, the 12 shingles we lost during *** were replaced the very next day, they were just the wrong color. I simply asked them to replace them with matching shingles. Not to mention it is impossible for there to have been as much rotted wood as what we had to replace due to 12 missing shingles over 18 months. 

  I have no idea what they are stating that I owe them $470 for???

  Going back to what they were paid for the roof regardless of who set the pricing, I just feel like with that price they could certainly agree to at least partially reimburse us. Obviously customer satisfaction is not their priority!
  
  Sincerely,
  
  *************************

  Business response

  10/24/2023

  We do care about customer satisfaction, but we cannot refund for a roof that was damaged by the hurricane after we installed the roof.  The response was 100% not scripted.  We answered every concern brought forth.  We installed the roof for the agreed amount by the carrier and attorney.  That same roof was damaged by the hurricane ***.  We have no reason to believe that the wood was damaged or that we 'roofed' over rot except a competitor.  All repairs were made before we could even verify ANY of these claims.

  So now we are being asked to refund and now partially refund an entire roof replacement due to damage we cannot verify claimed by a competitor contractor that charged $3,600 for what was supposedly a minor repair.  We are not even being asked to pay for the repair, but the entire roof job for no other reason except the customer claims dissatisfaction.  We care deeply about customer dissatisfaction but we also refuse to pay for that satisfaction for not provable claim.  

  The $470 was the final amount of the initial install that after repeated invoicing was refused payment.  According to our initial contract that lack of payment releases us from any and all warranty coverages.  We do not warranty any project that refuses to pay in full.  

  Therefore, we unfortunately will not be able to resolve this complaint as we are not obligated to do so legally or ethically.  We fulfilled our contract, did not receive full payment for that contract, then are being help responsible for a Category 4/5 hurricane damage that we did not cause.  

  Customer response

  10/27/2023

   
  Complaint: 20761513
  
  I am rejecting this response because:Let me repeat myself again!!!!!!! We lost 12  (twelve) ******** in *** that were replaced the very next day after the storm. None of the damage I just paid for was the result of a hurricane. I was asking to be reimbursed for the repair NOT your entire roof job. And I NEVER received any invoice from your company for anything. I would be embarrassed to ask someone for more than the $28,000 you already received. Without a doubt doing business with Elevate is the biggest mistake I ever made in my life!!!!!!! And I am done wasting my time. 

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

• Initial Complaint

  06/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ON 2/10/23 I entered into a contract with a representative of Elevate Roofing and Exteriors.The contract appears to me to be a contract giving Elevate Roofing and Exteriors my permissionto hire a lawyer to try and get money from my old home owners ins. *** to replace my roof.The attorney has told me that I will receive $18,000 dollars.The sales man from Elevate Roofing said the cheapest roof was $31,000 The property is:***************** *************************** **************************************************** I have contacted the ******* Office on three occasions and was told someone would follow up.But nobody has called me in regards to the phone calls.My new home owners insurance keeps calling wanting to know what is going on? I do not want to lose my new home owners insurance.If I do not here from the Company By 6/27/23 I will have to assume the contract is void and move on.*** ********************

  Business response

  06/23/2023

  Hello.  We apologize for the confusion to the customer.  Upon inspection of the home the owner retained legal representation and signed a direction to pay to us to make us contractor of record on the claim.  ************** has not given us any information of the supposed settlement.  We are not doubting this customer, but we need verification of final settlement so we can understand what has been approved for us do.  We have made several calls to ************** asking for response. All we have currently is the customer telling us he was given a certain amount from the settlement but we have no idea what that covers.  As soon as we can get clarification we will proceed.  The contract is still in force...

• Initial Complaint

  03/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  When my mother passed away we were left with her home which was then damaged during hurricane **** We made arrangements to have Elevate make the repairs. After sending them half of the money for the repairs, a check nearly $11,000 which they cashed, we were told they could not do the repairs. Elevate will not return our calls, or emails and have not returned our money. I need that money back so I can move onto another contractor but they don't seem to want to refund it to us.

  Business response

  04/18/2023

  The $10,141.38  Refund check was sent out 3/31/23 via certified mail. Ch#**** Tracking on this check is below. Thanks!
  
  Tracking #********************

   

  Bogus complaint. Please remove this complaint. We told him that day we mailed the check and he complained anyway. 

   

  Customer response

  04/18/2023

   
  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 as I finally did get a check mailed to me. 
  I do object to it being called a bogus complaint though. It took me over a dozen phone calls asking for the money before I found one that I could actually talk to someone at the company. Calls were never returned and the time I had to spend to get MY money back was absolutely ridiculous!

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

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have giving Elevated roofing and exteriors , this business is located in ******* ******* a check issue by my insurance for $32500 back in may for them to replace my roof they told me I will have my roof replace in October and since October I am been sending them emails and their responded to me is they have sent a message to manufacture to provide them with a ETA and after they said they sent email they dont get back to me, I have received letter from my HOA to let me know I need to have my roof replace as we have a tarp in the side from where I have leaks to avoid inside my house to get worse with leaks I really dont know what else to do I am been feeling sick as I know I have mold growing in the ceiling were I had the leak and I feel that Elevate roofing not doing anything about my issue , I will like for them to please replace my roof asap or to please return me the money so I can search for another company that can to the job.Thank you *****************************

  Business response

  01/04/2023

  We are currently doing our very best to acquire the materials to do the roof.  All permitting and preparations are complete and we are awaiting the tile materials to arrive.  They told us October and then the hurricane came and brought delays.  They then told us December and are now saying January.  We are doing our best to ascertain when it will arrive and will contact the customer this week with update.  We sincerely apologize for the delays.  It is simply us awaiting the material needed to do the job.

*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. ↩