ComplaintsforApex Roofing & Restoration, LLC

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my roof restored by Apex in July. Apex punctured my ** lines with their roofing nails. The project manager came out and assured me they would cover the cost. I provided video and photo evidence of the punctures from the nails, leading to my ** breaking. I was out of ** for over three days. Apex stated they would not cover the damage due to "code violations" from the ** lines. I contacted the ** company who explained that there are no code violations. **** then offered $300 as a resolution. The total cost for the ** repair was over $1500.

  Business response

  09/09/2024

  Ms. ****** while we strive to provide best-in-class customer service to all our homeowners, occasionally there is a time when an issue arises that is out of our control. Our records indicate that you were reached out to regarding the issue with the nail in a line set due to the lines being too close to the decking. We did receive 1 picture showing the issue; however, no video was received. While we are not privy to the structure of your home and would be unaware of the hazards below the decking, as a good faith gesture, we offered compensation toward the repair. We received an email from you accepting the compensation and were under the impression that there was a resolve. 

  Customer response

  09/10/2024

   
  Complaint: 22243039
  
  I am rejecting this response because: The response provided by **** is false. I never accepted their offer. I did provide a video and multiple pictures to phone number ************ who contact me via text asking for them. I can show evidence to this. I was told by the project manager when he came for the final inspection and took the video as the ********** was there repairing the damaged lines that I would be reimbursed. He in fact stated that **** routinely reimburses for these types of damages and it was not going to be a problem. I have a witness to coabertate this event. Im 
  
  Sincerely,
  
  **** *****

  Business response

  09/19/2024

  Director of **************** spoke with the homeowner on 9/18/24 @ 4:11pm CST. Homeowner was in a meeting and asked for a call back on 9/19/24 before 10am EST. The Director called @ 9:33am EST; however, the homeowner was not available and a message was left for her to call at her earliest convenience. 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Deceptive business practices and poor reviews. Signed paperwork without proper explanation.

  Customer response

  07/10/2024

  Was told we would receive estimate immediately. Never received. Very poor communication on all levels of repairs. Not feeling comfortable dealing with this company.

  Business response

  07/11/2024

  ****, Director of ***************** left a voicemail for homeowner on 7/11/24 @ 11:34am CST to discuss complaint. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  -************************* of Apex Roofing and restoration is soliciting in a NO SOLICITING neighborhood -********** in ********* has NO soliciting CLEARLY marked at all entrances and ************************* is knocking on doors/ringing door bells and distrupting the neighborhood -in addition ****** is doing this with houses that have CLEAR no soliciting signs at the front door -unacceptable and unlawful and needs to stop immediately

  Business response

  07/01/2024

  The Sales Manager for the market, DJ called the Mr. ****** on 7/1/24; however, there was no answer and no opportunity to leave a voicemail. He then texted the homeowner asking him to reach out at his earliest convenience. Waiting for Mr. ****** to reach back out. 

  Customer response

  07/01/2024

  MY contact number is actually ************ please call again

• Initial Complaint

  06/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have exactly the same complaint as the person who filed their complaint on 5/13 (resolved 5/20). Apex has extremely deceptive business practices. Apex's representative offered to inspect our roof for free. When he finished the inspection he asked my father to sign a paper that he said is just a "testimony that I came here and did the inspection, and did my job, so that my superior knows." Apex then took that signature and put it at the end of what they call a "contract" with the same scam as the 5/13 complaint (..."Apex would set up an inspection between the public adjuster and my insurance company so that the public adjuster could file a claim against my insurance company to replace the old roof...No mention of fee's to Apex were mentioned by the representative. After claims were filed over a five month period between the public adjuster and the insurance company no new roof replacement was paid for by the insurance company. If any proceeds are received from my insurance company Apex would still want payment even though they have not performed any services.") Now they claim we owe them 15% of the estimated cost of the roof. We request that Apex terminate whatever business they think they have with us, and close the account, and confirm via email that they have done so. They are also harassing my father with phone calls, texts. Require to cease all contact with us.

  Business response

  06/14/2024

  ****, Director of **************** spoke with ************ on 6/14/24 @ 3:28pm CST regarding this matter. She stated she would review the file and reach out to him on Monday, 6/17/24 @ 3pm CST. He stated that would be fine. 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Two employees of this company nocked my door 2 years ago, they offered a roof inspection and if they found any problems they will link us with a lawyer to do an insurance claim. At that time they told me that there was no obligation to repair my roof trough them. They did not provided me with a work estimate. Last week, the lawyer called me and told me that the insurance company offered a settlement for 20k and I have to assume the deductible which is $ 2500 . The lawyer also told me that the money will be paid directly to Apex Roofing and Restoration company. I requested to the lawyer not to pay to them because I do not know how much they will charge me for the work. When I contacted Apex and asked for the estimate they responded that the cost will be $22500.00. This is an excessive amount since I got 2 estimates from different companies and one came for $12000.00 and the other one $13700.00. My compliant is because besides Apex did not tell me the cost since the start , they are charging me a 15% of their estimate if I do not complete the work with them. I consider this is an abusive practice. I am a single mother of 3 minors and I suffer from breast cancer , my finance are very restricted and this company utilized a trickery way to access the money that I deserve from my insurance company which I pay year by year . The recovered money is not enough to pay them and if I pay the penalty they are asking, I would not have money to repair my roof. This is an abusive practice and one of the reasons why insurance companies increment prices to homeowners. I would like to get a fair agreement with this company since they did not act with good faith . Thank you

  Business response

  06/13/2024

  ************************** spoke with the homeowner on 6/11/24 @ 3:09pm EST working through the homeowner's concerns.  At this time all has been resolved. 

• Initial Complaint

  05/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I would like to make a complaint about deceptive business practices. Apex's representative offered to inspect our roof for free to see if there was any storm damage. When he finished the inspection he said that there was damage and that Apex would set up an inspection between the public adjuster and my insurance company so that the public adjuster could file a claim against my insurance company to replace the old roof. This representative then filled out a "service authorization contract & letter of protection" form for me to sign so this meeting could take place between the public adjuster and the insurance company adjuster. He did not mention that Apex would then be entitled to 15% of the proceeds client collected from the insurance company even if Apex did not perform any services. No mention of fee's to Apex were mentioned by the representative. After claims were filed over a five month period between the public adjuster and the insurance company no new roof replacement was paid for by the insurance company. If any proceeds are received from my insurance company Apex would still want payment even though they have not performed any services.

  Business response

  05/20/2024

  ********************** spoke with Mr. ***** on 5/14/24 @ 3:49pm CST explaining that his file was closed with no fee. He stated he was appreciative that we called to explain.  This matter is considered resolved.

  Customer response

  05/20/2024

   
  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

  04/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In October 2022, Apex replaced my roof and from the first time it rained, it was evident there was an issue. Before hiring Apex, I explained prior issues I had with the pitch and architectural design of my house and the challenges with specific areas. They assured me that they had the expertise to complete a proper roof replacement. After first rain, I contacted Apex and they sent out a worker who simply chalked by gutter which did not correct the issue. Over the 13 months, I had 2 other employees come out to try and fix the issue. I then had interior water damage and another repair was completed by supposedly reroofing that area. The interior damage was fixed, but then the next rain, I had more water damage. A supervisor came out and attempted another repair which again was unsuccessful. After 6 repair attempts and now significant interior damage, I contacted another company to complete a proper repair. The interior damage and actual repair cost my over $8000. I want reimbursement since they were unable to properly repair my roof.

  Business response

  05/16/2024

  Thank you for reaching out to us regarding the issues you've encountered with the roof replacement carried out by Apex in October 2022. 

  To facilitate the investigation and resolution process, we kindly request that you provide us with documentation and evidence related to the repairs and damages you mentioned in your statement. This documentation and evidence was asked for multiple times by **************** rep **************** 

  Specifically, we would appreciate receiving: Any invoices, receipts, pictures, or quotes with a detailed diagnosis and costs incurred for mold remediation, interior repairs, and the subsequent roof repair totaling over $8,000.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ************************* from APEX roofing came to our house prior to hurricane *** to put on a new roof claiming they could get said insurance company to pay for claim by stating there was wind damage to our home from a prior storm. Which did not happen since our insurance company saw right through their b.s and said no. Then after *** happened, ************************* reached out to us and said let's get your new roof on. I was hesitant to sign a contract with them from the beginning due to a AbN they force you to sign. If you dont sign and cancel your agreement with them, they then make you pay a portion of the contract anyway! but this just proves my point. Our contract was for a set amount. They received a check straight from our insurance company in July 2023. We didn't even see any 0f that money for repairs, it all went straight to them. *** happened in September of 2022 and we didn't see any money from insurance until 02/2024. We still had is***s to fix around the house because our first check went to Apex. We started our repairs and apex reached out stating that we stilled owed them over $14000, I called apex to see what the additional money was for and they stated supplementals, when i asked for an itemized list, they refused. I then asked if we could set up a payment plan and they refused that as well. I don't see how a company can be so slimy and cold hearted. We had a hurricane and waited so long for our money and have so many things to fix but you want to *** us for an additional $14,000? I'm not understanding why you don't work to resolve is***s. Even though I don't think any roof is worth $35000 and that you are overcharging, I was willing to set up a payment plan. It's really disheartening to know a company that knows the major disaster we had in our area and how long it took to get paid would treat people this way and I ************************* knows what type of person he is. ****** learned. Wouldn't recommend this company to anyone ever again.

  Business response

  05/09/2024

  The customer contracted Apex for ********************** services linked to an insurance claim. Funds from the insurance company were disbursed to cover the services rendered by Apex. However, it is believed that the customer retained these funds and diverted them to other repairs instead of paying Apex. Despite several attempts by Apex to reach an amicable resolution with the customer, they chose to ignore ****'s efforts. Only after Apex was compelled to enlist legal assistance to recover the owed insurance proceeds did the customer attempt to resolve the issue with Apex.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On February 26th, 2024, at approximately 4:00 PM, an agent of Apex Roofing and Restoration rang our doorbell. He gave us his card and said, "I was driving by after finishing another job and noticed that your roof has discoloration. This is usually a sign of some kind of damage. May I have your permission, at no charge, to inspect your roof to see what may be happening?". I proceeded to get my husband, *********************, to come and talk with him. Well, after about 15 minutes he came back inside and said that there is hail damage to our roof and we should replace our roof. He showed us photos of soft-metal damage and a few spots where there was hail damage. He looked up when the last hail storm was in the area and said it likely happened 2/12/24. On 2/28/24, *********************** with Apex, came to our home and said we definitely needed a new roof and need to file a homeowners claim to cover the cost. He proceeded to call our insurance company in our presence and had us sign an agreement that we would use their company for roof replacement. ************ also mentioned not to say that they approached us about the visit by them if our insurance adjuster asked. Well, inspector came, and Apex made an appointment with us on 3/11/24 at 2PM to talk about our replacement options. Our insurance adjuster said we don't need a new roof, only repairs and our deductible exceeds the cost of repairs by $200. ************ didn't show up on 3/11/24, didn't call, nothing. ***** was furious as he took off work for the appt with ****. He called him to see where he was, ************ apologized and said new appt. would be made immediately, that we'd be contacted with a date. Now they are ignoring us. We have NEVER had a claim on our homeowners so in addition to having to fork out funds for minor repairs to our roof, we may have an increase in our insurance. My husband and I feel scammed, that the damage was minimal and Apex was simply looking for a "big sale". BEWARE OF APEX!!!!

  Business response

  04/05/2024

  With respect to ***************************** complaint, Apex acknowledges that the homeowner was not contacted in a sufficient manner to inform that the appointment was needing to be canceled, as ************ was out of town. Customer Success Supervisor ******************************, reached out to the homeowner leaving a voicemail to discuss and apologize for the lack of communication on Apex's part and missing the original appointment. The Director of ***************** ************ left a voicemail on 4/5/24 to also discuss and apologize. At this time we are awaiting a return call from the homeowner. 

• Initial Complaint

  03/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Paid Apex Roofing $3800.00 for roof repairs from damage incurred by Hurricane ***, After work was completed I left to go back to ****** for several months. Came back to mold and leakage from faulty repairs in my garage. Their tech came to my home yesterday for Inspection (****) expressed to me that it appeared the underlayment membrane had been installed incorrectly in this area. They the sent me a repair quote for $2700.00 telling me their work is only warranty for six months. The job was incorrectly done first time here, now they want me to pay to correct their faulty work.

  Dear *****, your quote is an insult!!! Apex roofing did not repair my roof properly, originally. I paid Apex roofing $3800.00 to repair my damage, from hurricane **** Your own tech ****, ( inspected it yesterday) says the area of leakage,(which you repaired) appears to have had the underlayment membrane incorrectly applied. I left ********** after your company repaired my roof and came back to mold on my ceiling in my garage, from leakage, as a result of negligent repairs. Why would I pay you again, when the job was incorrectly done originally? Im going to reach out to the Better Business Bureau and file a complaint. Apex Roofing did not repair my roof properly, the first time here, the current damage, is the result of the negligent repairs made by Apex Roofing. I now have mold as a result of your companys negligence. This is not the end of this!!! Your company has a nerve to try and **** out another $2700.00 to do necessary repairs, (your quote to now fix it, again) I have been nothing but straight forward when dealing with Apex roofing, never tried to get you to lower your original quote. Paid you what you wanted, now your trying to burn me with your 6 month warranty policy.terrible business relations.real bad!!! ********************* This is the letter I wrote to Apex Roofing after I was told by ******************** in his quote, I will need to pay an addition $2700.00 to now address my problem.

  Business response

  03/13/2024

  With respect to the complaint filed by ***************************. Our contract was with the previous homeowner and the tile roof was installed on 7/8/19. **************** bought the home on 2/12/2021 and called in on 1/25/23 asking for a repair quote from tiles that were damaged from Hurricane ***. We assessed and found 85 tiles and 6 ridge caps were damaged. The quote was emailed to **************** on 3/21/23 for approval. He contracted the repair on 3/23/23. The repair was scheduled and completed with pictures emailed to **************** on 4/17/23. There was no call from the homeowner to Apex between 3/23/23--2/29/24, almost a year after the repair, stating there was any issue.  **************** called in to the ****************************** on 3/1/24 stating they had been out of town for 6 months and when back, discovered they had a leak. **************** rep ***** W. spoke with **************** on 3/1/24 @ 10:18am CST and informed him that the 6-month warranty on the repair had expired. **************** said he understood, and ***** stated we would send someone for assessment. The previous tile repair is located above the leak location, and no tile was replaced in that area. The assessment was scheduled for 3/4/24. **************** was informed of the quote on 3/6/24 at which time he replied via email that he would be going to the BBB regarding this issue. 

  Customer response

  03/14/2024

   
  Complaint: 21400407
  
  I am rejecting this response because:Apex Roofing is lying about not repairing this section of my roof. I have sent them pictures of their work. They sent a technician to my house on March 6, 2024 (****). He spent an hour examining the leaking area, took pictures and then met with me after his inspection, he saidit appears the underlayment membrane had been improperly installed. (The reason for the leakage).Negligent work is not limited by a warranty. These people have lied and denied, since I have contacted them. It most certainly is their work, you can see the New Tiles they put in. I am mortified they would try and **** out another $2700.00 out of me to fix this. Im a Senior Citizen whom they are trying to scam. I reached out to them originally because they installed the roof in 2019. They should not be allowed to take peoples money not stand behind their work and move on to their next victim. I was a business person for 45 years and would never ever stoop this low, and sell my Reputation, for a lousy dollar bill. This company has unethical business practices and should not be allowed to operate in any state, 

  Real Bad CompanyBill ******
  
  

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

*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. ↩