ComplaintsforTrademark Restoration Incorporated

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2023, I met ***********************, an employee for Trademark Restoration **** I hired him to replace 8 roof shingles, a 2'x2' piece of soffit, 4 downspouts, and replace a sheet metal roof above the flat part of my roof on the lanai. ***** started to make repairs in mid July with another employee named *****. He always showed ** in a company vehicle but once he received the money, he said it was sidework. From then on, we couldn't get him to finish the work. He only replaced two downspouts, one that broke away from the side of the house within a week. A third one had some tape around it to stop the leak which just made rain shoot off the gutter making a large hole in yard. The 4th downspout never was replaced. The 8 roof shingles were replaced. After dealing with multiple "No Shows", no phone calls, and fake x-rays that he broke his arm, we called Trademark. ***********************, a manager, came out to the house, listened to our story, took pictures, and said that it was a disgrace that this had happened and that Trademark would rectify all the unfinished and shotty work. He said he would call us back after talking to ***********************, the **** ***** called ** back to only tell us that ****************** would not rectify the situation. I called him personally and he gave me the same excuses and would not fix anything. His employee *********************** stole materials and $1,000 from Trademark, doing what little work he did do, all while representing Trademark in a company truck and materials. ****************** was not bothered by his employee stealing a job from his company. Now Nov. 2023, I'm left with 1 out of 4 downspouts fixed/replaced, no soffit replaced, a still leaky roof on my **** that's worse than before, and I'm out $1,000. I tried to upload pictures of the unfinished and horrible work, but I was unsuccessful. I can email pictures if needed. Please help BBB!

  

  Business response

  11/15/2023

  We wish ********* had hired us (Trademark Restoration ***** and these problems would never have happened. ********* was never a customer of **********************. She hired ***** as a handy man knowing he works at Trademark but well aware she was hiring ***** and not Trademark. The check was written to ***** and there was no paperwork presented to her showing that Trademark was doing any work. When someone hires a licensed contractor, the contractor will have a contract to perform work witch they are quoted for and customer would write the check to the company. If she has anything that shows that Trademark was hired to perform this work, please send it to us. This should be addressed with ***** the handyman she hired to do these repairs and not Trademark.

  Customer response

  11/18/2023

   
  Complaint: 20833969
  
  I am rejecting this response because: After filing a complaint with BBB, ***************************, Production Manager, called me to  refund my total cost that Trademark's employee *********************** took from me without finishing the work. This was not mentioned in the company's initial response to my BBB complaint, so my response here is to note that.  I hope that in the future, Trademark will advise their employees to not pass out company business cards, offering to complete work using a company truck with company materials, with another company employee helping to complete the work, such as ***** had ***** do with him. In the end, ****** showed personal integrity that I didn't receive from the CEO.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We went with Trademark because I started getting water damage in my garage after hurricane ****. They told us lawyers would fight for us if necessary.The original estimate given to the insurance company for the Hurricane *** damage didnt have the additional roof related damages on it. They never came to assess the new damage to the roof. And they never repaired or tarped the original water damage from ****. This led to major damage to my home that I had to pay for (15K). They told us they couldnt do anything until the insurance company paid. Water continued leaking into my exterior wall from the roof for 2 years causing extensive damage.In all this time I actually met the rep once. Through all my correspondence about the damages to my home, need for new estimate, etc , just one time when he picked up the 4K check from me and looked at the water damage in our bedroom- and again did nothing to mitigate it. I couldnt use other roofers offering to help because I was working with them. I again asked for help on the wall repair and after multiple calls they sent someone who never got back to me with an estimate. I needed to find someone on my own, while water continued to pour into my home because Trademark wouldnt even *******.Even after ***, I had to call repeatedly to get my home tarped. They came at 9 o'clock at night and did a hatchet job with the tarp. The tarp was flapping up and down, with buckets of water intermittently falling on our back patio. Soon after the tarp shredded and sand bags dangerously fell on our walkway! They damaged a screen and hit my pool equipment. I had enough and thankfully found another roofer who took care of us and installed my roof.They initially agreed to refund the money but that was 3 months ago.This has been a 3 year nightmare for my family.

  

  Business response

  04/26/2023

  Sorry for your delays. The unfortunate part is your insurance company did not want to pay your claim from ****. Trademark felt that was not right witch is way we offered to help. We fought your insurance company with an attorney, after fighting them for 2 years.  We came out with a settlement so Trademark could do your roof and you would only have to pay us a fraction of your deductible. This left you with the other part of your deductible money to do the interior repairs that Trademark does not do. I am glad Trademark was able to get your roof paid for and you were able to get it replaced. Your 7% deposit was used to order your tile and we had to get that order canceled and credited back to us. We will contact you about a refund.

  Customer response

  04/28/2023

   
  Complaint: 19912677
  
  I am rejecting this response because:

  You never mitigated the water damage while we waited years to settle.  I called and kept reporting the damage.  You saw the water damage in garage day 1.  You never came to tarp my roof and stop the water costing me 17K to repair extensive damage to my second floor and garage roof from the water during that time.
  
  Sincerely,
  
  ***************************

  

  Business response

  05/08/2023

  Trademark is not responsible for the storm damage to there home. Trademark was not hired to tarp this home. ****** hired a tarping company that tarped the roof (not Trademark). Trademark worked to get there roof approved and after Trademark was successful getting it approved *************************** canceled our contract. Per our contract the cancellation charge would of been $14,000. Trademark did not charge a cancelation fee.

  Customer response

  05/09/2023

   
  Better Business Bureau:
  The roofing company is responsible for mitigating damage through 3rd party tarping companies. Every other home in my community were taken care of by their roofing companies in mitigating damage while waiting for insurance settlement. Trademark ultimately sent a company to tarp, 3 years later after I had extensive damage to the home. I received my refund and I would like to get past this nightmare.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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. ↩