ComplaintsforRe-Store Property Services Co, LLC

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contacted the owner, *****, in Nov '23 to repair my roof. He stopped by and, after a site survey, agreed to do the work, saying he'll charge my insurance company more by pointing out hail pock marks on the siding, among other things. The roofers began the work but ceased progress after 2 days because solar panels needed to be removed before they could finish. ***** didnt see the panels at the site survey. My roof stayed unfinished for 4 weeks until the solar team came out. Shortly after, the roofers returned to finish their portion, but the solar team didn't promptly put the solar panels up. Eventually they go back up. I then receive a roof inspection failure notice from the city because they couldn't see the whole roof.because of the solar panels. Three months pass and I hear nothing. In Feb 2024, Re-Store calls out of the blue and say they need to remove the panels for the inspection. They do and the inspector comes a couple days later and passes the roof. However, the solar panel team didn't return for another 3 weeks so, again, I'm paying for electricity. When the solar team returns, they were 8 hrs late without explanation, they trampled my bushes, and hardly attached the mesh wire around the panels to keep the pigeons from going under and nesting. I went on the roof and repair it. They voided my solar panel warranty when they removed the panels - they didn't even ask if I had one. Yes, I should've known but my panels are new and I'm still getting used to the warranty-removal dynamic. They do this everyday and should've known to ask. Spent $500 to reinstate warranty. ***** gave me no discount. He also wrote up a bunch of bogus work to get more money from my insurance company which he tried to collect without doing the work first. Good customer service is non-existent with this company. The only thing they kept true to their word was pick up the checks. Other than that, they'll leave jobs unfinished for months with no communication or monetary compensation.

  Business response

  05/31/2024

  Good day all, I was a bit surprised to see a complaint come from *****.  My Last communication with him was a good one.  He requested we cancel the remaining part of the contract and reimbursed him for his solar panel recertification.  We did both after explaining to him these large claims take a long time to get approved by the insurance companies. He understood but just wanted to close it out.
  
  There are a few problems that happened during his claims process.  The biggest problem was ***** didn't notify us that his insurance company was inspecting the house and as a result the adjuster overlooked so much coverable damage.  Unfortunately, it is all too common. The construction part of the claim was business as usual apart from the solar panels being reinstalled by our subcontractor before the city was scheduled to inspect the roof.  Our solar subcontractor had to remove and reset the solar panels to facilitate the city inspection.  I agree with ***** it wasn't a smooth or efficient process.  During this we communicated well with an understandably frustrated customer.
  
  On a positive note his roof was re done, solar panels reset, and the insurance desk adjuster approved full exterior paint that was initially denied.  As previously discussed, ***** didn't want to move forward with completing the paint portion.
  
  We were paid 2 separate checks from ***** and never collected on the paint portion and as stated we reduced the final total $500 to compensate for the solar re certification.
  
  I'm sorry *****'s claim wasn't a smooth one. It wasn't for a lack of effort from our side.  Most claims are quick and painless, and some aren't. We do appreciate *****'s business and we were and are grateful for it.
  We also appreciate the BBB for their role in representing and protecting customers and contractors.
  
  Thank you.
  

  
  

  Customer response

  06/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  
  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. ↩