Complaints

The 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:09/24/2024

  Type:Order Issues
  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.

  Abandonment. I signed a contract with Mission Restoration 10/23/23. They took and deposited a check from insurance claim on 11/3/23 for $8,694.44, but never did any repairs to my roof whatsoever. At the end of May 2024, several storms -- rains, hail, wind, etc. -- I decided they had plenty of time to start and finish my roof. I cancelled the job so I could hire someone else to do my roof before it was damaged any further. They kept 40% of the check, $3,600, which should have gone to the next contractor I hired. Also, by looking at Mission Restoration's estimate for the job, they had the intention of overcharging my insurance company.

  

  Business Response

  Date: 09/25/2024

  Following a review of your file, I would like to address your concerns regarding overcharging. Our primary objective is to work with your insurance provider to ensure all necessary materials and labor are covered to restore your home to its pre-loss condition. It is common for initial insurance estimates to exclude certain items, which is why we submit supplements for additional materials and code-required upgrades.The pricing discrepancies you noticed result from ITEL pricing, which reflects current market rates for materials and labor, ensuring accurate billing to your insurance.

  We understand that the insurance process can be time-consuming. While a cash payment would expedite the project, claims typically take longer due to the insurer's review process. Our priority is to secure the coverage you are entitled to.

  
  Regarding the **** and solar water system, these tasks require licensed professionals. We have coordinated bids and submitted them to your insurance. If not approved, the homeowner may incur these costs. To mitigate this, we proposed a change order to allow you to select a cost-effective option, enabling us to proceed with the roof installation.

  
  Our team has worked diligently for months, preparing detailed reports, coordinating with your insurance, and submitting multiple supplements. Given the significant time and effort involved, our contract includes a cancellation clause, which requires reimbursement for pre-construction services should the contract be canceled. We have communicated consistently with your insurance and offered solutions to move the project forward.

• Initial Complaint

  Date:06/26/2024

  Type:Sales and Advertising Issues
  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.

  Representatives from Mission Restoration did not listen to customers (us) wishes. They over promise & under deliver. We were adamant about complete coverage of entire roof with OSB and replacement of any and all rotted wood. They showed up day of job with no OSB. Needless to say we were livid. We had to settle with partial coverage with OSB and several areas where totally rotted trim was left as is. While removing rain gutters instead of unscrewing they ripped out of Rafters with pry bar ruining many of the Rafter Ends. My ***************** upon noticing the damage they were doing removed the last gutter run themselves. Two areas of roof ******************** end) attic left exposed/opened to elements. At 8:30 in the evening my husband had to tell the crew enough---working in the dark is unacceptable, come and finish tomorrow (Saturday). Transition from roof to patio was finally finished on Monday not by crew but 2 young Mission Restoration employees that were our salesman/job superintendent. I want it to be known that it was an absolute terrible experience having our roof replaced by Mission Restoration.Pictures are available Thank You *********************

  

  Business Response

  Date: 08/23/2024

  Mission has been made aware of these issues and we are diligently working on this at this time. We will ensure that any necissary changes required by the *** will be handled in a timely manner and do our best to resolve this and gain our customers satisfaction. 

• Initial Complaint

  Date:04/30/2024

  Type:Product Issues
  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.

  I was provided an invoice that was paid for repairs to my home. The invoice has now changed twice and the company is now asking for more money to do their negligence in calculation correct amount that were done in error. When I asked to speak to management regarding the issue the company came back with me owning more than triple the amount from before. I feel like this company is fraudulently adding numbers to ger more money with no exact explanation. Please help me resolve the issue

  

  Business Response

  Date: 10/07/2024

  I apologize to hear that you have had this experience, we try to handle every job with care and clarity. Throughout the process of your claim we worked with your insurance company on the back end, they approved 5 different scopes for the job. This is why you will see the invoice change over time with each new scope depending on what is approved and what will need payment out of pocket.  With the fluctuation of invoices, there was communication from our billing manager to help clarify. I apologize if this was still confusing as the insurance process is not always smooth. The initial scope was less than $6,000.00 which would only cover one vent, combing the AC fins, a repair of 120 sq ft on the roof, and some interior leak areas. Through our discussions with your insurance company we were able to replace your entire 2200 sq ft roof plus your entire 1300 sq ft flat roof. We also got you a new air conditioner approved, tree removal and fence repair. We understand it is a confusing process. We wish that we could dictate the insurance process to make it as simple as our process if you were to pay through us directly, unfortunately thats not the case. Your insurance originally approved $5,800 worth of work, with us assisting you we got them to approve over $41,000 for reapirs to your home and property. We worked with you directly to provide discounts and waive fees to help satisfy you through this confusing process. I hope this brings some clarification.

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  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.

  Mission Restoration came to my door in March about my roof. I had missing shingles from storm damage. I had had a different roofing company take a look at it a few months prior and they didn't think they could get it replaced via insurance so I was saving up to pay for it out of pocket. Mission/representatives ************************* and ********************* were sure that they could get it replaced for my insurance deductible. Since they came door to door, I was worried it was too good to be true, but they told me to look at their online reviews and BBB rating if I was worried. Even though they were right that those were great, it turns out I was unfortunately right. Initially, everyone was wonderful. Super responsive. Helped me pick out shingles and trim and gave me all the details about what would happen if I needed anything else, like decking. I filled out all the forms, selected the shingles, and was cc'd in to the emails sent to my insurance company by representative *****************. My insurance company emailed back and asked for an ITEL report in April to go forward with replacing my roof (which I've since found out is a somewhat standard practice) and Mission then basically disappeared. I followed up with my representative, ****, about the report and to let him know that another storm knocked a couple more shingles off my roof. He said he would send someone out to my house to collect a shingle sample on May 3. I haven't heard from them since - nobody came to the house, and all calls and texts go unanswered. I called the front desk, which promised me a call back... hasn't happened. Initially in March they estimated work would be done mid-June, which was a few months out, but I understood. Instead, I am heading into monsoon season on my own with a bunch of missing shingles, risking further damage to my house. I'd give them zero stars if it was an option.

  

  Business Response

  Date: 03/12/2024

  We called the customers directly and got these figured out when they came in. Can you respond to all of these and say if they need any further assistance they can reach the office at **************

• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair Issues
  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.

  In June 2022 Mission Restoration contracted to do my roof (MR22-2268DEES). They completed the roof however I have a deck roof with aluminum W panels that the crew either stepped on or dropped equipment on. The project manager (NB) assured me they would take care of it to my satisfaction. He told me that he would get in touch with his METAL man to get this done however the metal man was swamped and it would be a couple of weeks before he could get to me. I said that would be fine. (NB) asked me to take pictures so he could get that to his metal man so he could get a jump on things I did. .Mean while (NB) came out a few times and tried caulking a few of the panels to no avail He said we would wait for the metal man. finally the metal man came out multiple times tried caulking, did not work he took the damaged panels out rearranged them to get the major leaks away from my sliding glass door to minimize the leak in that area . He said he thought he would replace the damaged panels. (NB) was my main contact and throughout this whole time he and I were in continuous contact. via text and phone calls all along On or about Feb 16 ******************************************************* turn called Mission and the person I talked to said he would get right on it by getting production mgr. **************************** on it as he gets answers fast . Still have not heard. have a text stream of over 25 texts back and forth fron 7/25/2022 to 3/7/2023. I have been more than patient with Mission on this matter.

  

  Business Response

  Date: 03/12/2024

  We called the customers directly and got these figured out when they came in. Can you respond to all of these and say if they need any further assistance they can reach the office at **************

• Initial Complaint

  Date:02/27/2023

  Type:Order Issues
  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.

  On 10/21/2022 I signed a contract to reroof all the ridges and south facing roof, damaged from hail storm on 09/15/2023, with Mission Restoration, LLC, ************************************************************************************************** Install/completion date was to be mid to late December 2022. Mid December I called them with no response. After multiple phone calls, voice messages/texts to the Project manager (PM) and front desk finally (1/25/2023) spoke to **** (front desk) who connected me with a different PM, *******************. PM told me that they were waiting on response from my insurance provider because they had submitted more information in order to replace entire roof. After contacting my insurance provider found out that the submitted Information was that of the original south facing roof, therefore no insurance change to roof damage. Tried to update **** but his voice mail box was full and has remained full to date. Did however leave a message with *************************, another PM, in late Feb - since then his mailbox is now full. After leaving multiple messages from Dec through February, no word back. It has now been 4 months since signing contract and 5 months since date of loss. Only 12 months are given in which to complete reroof or additional insurance monies will be forfeited. Therefore, want to have contract cancelled ASAP. Contract: ** ROC #******

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  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.

  I had my roof replaced by mission restoration in Jan of 2022. In Aug of 2022 I noticed a piece of priceless art and physical remnants of past family members destroyed due to water damage from the roof leaking, my drywall seam and joint are shown and stained and carpet was soaking wet with a mildew smell. I called my project manager immediately and was assured it would be repaired and find out what to do with the interior. Delay after delay and no responses, 2 month later in Oct 2022 a worker calls last minute saying they are on there way to repair, shows up to sloppy apply coulking material to the roof. I was told again they would find out what to do with the interior. I continue to follow with my project manager who kept deflecting my concerns and for the interior damage and never followed up. I called his HQ to speak to his manager and this point now in Nov 2022, the manager assured it will get resolved and taken care of asap. With monthly follow *** of me calling having to re-explaing the problem everytime the manger seems to care less and knows nothing how to resolve it and I am getting no where. Damage occurred Aug 3, 2022 and it is now Feb 8, 2023 and I have no resolution, no contact from the company. In images the water was dripping from the door frame running to the left of the door frame. There in a nail hole where my art was hanging and damaged. At this time I do not have photo of art work to submit but can if needed. The carpet below on step were soaking wet and to this date still have a mildew smell to it and fear in may now begin to mold.

  

  Business Response

  Date: 03/12/2024

  We called the customers directly and got these figured out when they came in. Can you respond to all of these and say if they need any further assistance they can reach the office at **************.