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:02/05/2025

  Type:Service or Repair 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.

  I had Underhome Armor install new insulation and vapor barrier on 01/04/2022. I paid them $5,000.00 when they finished. Id begun to notice when I ran my dryer, it would trip off my dining room circuit. My floor started getting soft in dining room. Dryer started tripping circuit more often. On July 15 , 2024 **** came out & went under house to see if vapor barrier had come down(causing soft floor). Barrier was good & no leaks he said. Dryer tripping circuit breaker more often. I had electrician replace dining room circuit breaker. Dryer still tripping circuit. I determined my dryer vent must be plugged. I went under my mobile home and couldnt find dryer vent exit! I took video of sealed off exit area. Went in house & pulled dryer out, disconnected vent tube at floor.Dryer vent cap completely sealed in flooring. I tried to push a long skewer thru to mark spot. No go! Called Underhome & told them what happened on 01/07/2025. Talked to ************ was going to talk to owner. I called again01/13/2025. They sent crew out on01/15/2025 opened *************** vent. Guy closed up barrier. I showed them my floor in dining room. They were going to tell boss about it. I ran dryer several times,GFI circuit no longer trips off. However I have called many times(all noted on paper) to see if they will fix floor & replace moldy insulation. Owner keeps putting me off. Now crew scheduled 2x and no show.i will no longer recommend this company! I just want the problem fixed correctly. Dryer vent exits right at vapor barrier, needs more extension on it. Lets get this resolved. *****

  

  Business Response

  Date: 02/27/2025

  We were out the day after this complaint was posted and customer had no complaints. I am under the impression this issue is in fact resolved.

  Customer Answer

  Date: 03/01/2025

   
  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

  Date:04/14/2023

  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.

  Date of Transaction: 4/8/2022, 4/22/2022 Amount of Money Paid: $6,240.What they Committed: When installing vapor barrier under our home, a plumbing line and electrical lines were damaged. They repaired the plumbing. ********************* stated he would pay for the electrical repairs. Nature of Dispute: When asked if he worked with an electrician, ***** stated he did not. So we hired *************. On 4/22/2022 ************* emailed Underhome Armor an invoice for $925.00. On April 27, in an email, he states the invoice was received. We thought it was paid.Did business try to resolve problem: I was shocked, when in a Feb. 10, 2023 email, ************* states Underhome Armor never paid the invoice. They discovered this when getting their paperwork ready for tax filing. I called ***** and he states that **** was negligent in not sending reminders, that he cannot remember and he is not going to look back into this. We have paid ************* and sent Underhome an invoice directly from us. He is not communicating. Several documents have been emailed and physically mailed, to no response. This is why BBB is being contacted. Underhome Armor has business insurance and there is no reason for them to not cover their errors and pay the $925.00.

  

  Business Response

  Date: 05/01/2023

  The issue we are having here is not about paying the bill. The issue is this is brought up almost 1 year after we did work for ***** and we have no records indicating we broke the wire, agreed to pay for the wire or that it is not paid. No proof was provided by customer ***** and this is why we feel we cannot help in this issue. I am personally shocked that it takes almost year for a company to follow up with a bill which seems ***** in the first place. Also I am confused on the fact that ***** had no issue paying a bill that supposedly was between Underhome Armor and the electric company without even contacting us first. We are an honest company and my consciousness would not allow me to rip off any of my customers including *****. Very unfortunate situation.

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19933644
  
  I am rejecting this response because:  Emails and photos WERE sent documenting proof of the incident (at the time of the incident).  Several emails and phone calls ensued.  The first attachment is an email with invoice from ************* to Underhome.  The second attachment is an email.   At the bottom of the paper, you will note, where ***** has noted receipt of the invoice and had asked for photos.  ************* is stating the photos are being sent and asked if there is anything more he needs.  If this original invoice had been paid, we would not be where we are today.  He did state on a phone conversation between the 3 parties, that the bill would be paid.  Of course, this was verbal and there is no proof of that.  I too, was shocked when ***************** told us the bill was never paid by Underhome. 

  I DID contact Underhome first - On Feb. 14, 2023, I sent ***** an email advising him of the situation.  We also had 2 phone calls.  I resent Underhome documentation and photos in a Feb. 24, 2023 email.  He then insinuated it was the electric companies fault by not sending a reminder, and that he did not intend to pay, so I did.

  There is much documentation and photos, which have been provided.  In a phone conversation of March 10, I asked about sending items via mail.  He said he prefers emails - yet he states he has no records?  I have **** receipts for $16.26 where certified mail was sent to two of Underhome addresses with documentation.  One of them was sent to the ********** address.  It was signed for, but no response.  The other was sent to the ******** address.  It was returned by the post office stating they have not used that box for over 2 years.  So, the address on our contract was not valid at the time.

  I believe Underhome is a good company, and that his workers were very proficient.  This was just an accident where things happen.  I used to work for a builder and am aware of all the nuiances a business owner has to deal with.  I request that this bill be paid.

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

  

  Business Response

  Date: 05/03/2023

  All of that is great that you mentioned, *****. But there is no Proof of anything. This is all hear say and at the end of the day I am not paying a bill that was all supposedly verbally agreed upon over a year ago, sorry.

  

  Business Response

  Date: 05/11/2023

  We will be refunding ***** for the electrical repairs. Please can you get me her mailing address.

  Customer Answer

  Date: 05/17/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/27/2023

  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.

  Last month I had underhome armor come out and inspect my insulation under my mobile home for flood damage due to hurricane **** They said it was damaged and needed total replacement for a cost of $7000. ( however no contract was signed). They came out on Thursday 3/23 and proceeded to remove all my insulation under the mobile home. I stood watch ( and took video) of them removing my insulation and just about none of it was wet/damaged. Only about 1/4 of the total amount of insulation was damaged. I called the office and complained and told them I needed to have the insulation replaced at 1/4 th the cost of $7000. They said they couldnt do that because they would lose too much money. I finally agreed verbally to pay for labor of removing insulation at a cost of $800. I wrote a check out to them. Upon later consideration I remembered that last fall I had a company come out and replace my damaged insulation with new insulation before *** at a cost of $4000 to me. So I put a stop payment on the check because they had torn out good insulation that I had put in before hurricane ***. They proceeded to threaten me with collection and putting a lien on my property. I am almost ******************************************************************************** the beginning. Now I am stuck with no insulation under my home

  

  Business Response

  Date: 03/27/2023

  Customer ***************************** agreed to our recommended service of replacing all his vapor barrier and insulation. Regardless of what was bad and what was in good shape he agreed to the price and the work. We are an honest company and any *************** is soaking wet (like the hundreds of homes we have serviced since hurricane Ian) ***** is a chance that mold particles have formed and spread to other areas of the home. This was explained to customer but he didn't like that. Customer decided to contact our office and say "I'm not paying for this since it didn't need to be done" once everything was completely torn out. An agreement was made verbally between myself (*********************) and ****** that he would then pay $800 for the work we already did. ****** gave our crew the check so we would take all the trash with us then canceled the check shortly after that. He put a block on our email so he could claim he never got the invoice and didn't communicate with the office until after his check bounced which costs both parties a fee. Very unfortunate we have people in this world who try to get away with free labor. I told ****** his home will be liened and he would be sent to a collections agency.

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19852791
  
  I am rejecting this response because:

  I want to respond to under home armors response.
  I did agree to rip out and replace vapor barrier and insulation and replace for new at a cost of $7000
  Only because upon their inspection they told me it all needed to be replaced it was wet/ damaged. As they were tearing it out only about 1/8 th was slightly damaged. ( I have on video).
  Last fall I already had spent $4000 before hurricanes to have insulation replaced. So they actually ripped out all this good insulation. So I feel that they should  replace it all at a fraction of cost. I am a veteran and senior citizen and I believe that if I hadnt been there at time of work I would have been ripped off for a $7000 job that I did not need
  Thank you for your time
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/31/2022

  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.

  Date of work performed 6/9/22 Payment of $4727.00 6/10/22. Work to be performed removal of metal vapor barrier & old insulation, then install new ****************** barrier. Work was not completed as quoted, there was still metal barrier left & new barrier not secured properly. Contacted *************** crew returned on 8/4/22 to complete & correct the issues. Upon arrival we were told they didn't have the correct tools to complete the job. The company offered a $500 ************* an agreement for me to sign which included incorrect statements & was to serve as a gag order. I didn't reply until 10/6/22 due to my work schedule but when I replied I stated that the information in the agreement letter was incorrect & that I didn't agree to a gag order as part of the resolution. I also informed Underhome Armor that after hurricane *** came through our area we were inspecting the the underneath of our mobile home for damage & found multiple areas without insulation installed. Underhome Armor replied on 10/12/22 stating "OK, I will get to this next week". I still have not heard from them as of today 10/31/22 as I am registering this complaint against them. At this time I do not have the ability to upload any supporting documents or pictures (which I have), but i could do this at a later date if needed. At this point and the lack of response from Underhome Armor I am requesting a full refund so that I may find another company to complete the job correctly.

  

  Business Response

  Date: 11/03/2022

  Underhome Armor has done everything we can to try and get this resolved, we wrote up a fair and 100% factual agreement, the work on the contract was done and complete. There is no way to make this customer happy and there will now be $0 refunded. 

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18336766
  
  I am rejecting this response because:

  The job has not been completed as per the agreement signed on 5/25/22. There are many areas that are void of insulation which was and is the primary part of the job. This needs to be completed as per UnderHome Armor signed contract.

  As far as the letter UnderHome Armor sent the following is where we disagree:

  He stated the his crew was cut up & ****** from removing the metal barrier. My wife was here the all time and observed them cleaning up for a lunch break & at the end of the day. The crew was wearing white full body suits which would have made it easy to see any blood on them.

  As far as the skirting that was damaged he states 1-2 pieces when in fact it is the whole north side of the trailer. He had offered to reimburse for the materials only once they were purchased and pictures we provided. So again inaccurate statement.

  There are areas of the barrier that are not correctly secured this is the one statement in the letter that is correct.

  This next section was not included in the letter because we didnt know that there were sections with no insulation installed until after Hurricane *** had passed and we were inspecting for damage. Upon finding that there were areas void of insulation I reached out to UnderHome Armor via email. His response was Ill get to this next week, but after 2 weeks and no response we were left with no recourse but to file this complaint.

  The job needs to be completed the correct way or a refund needs to be issued so we can hire a company that will complete the job correctly.

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

  

  Business Response

  Date: 11/04/2022

  ***************** send photo proof of missing insulation to my email which he has. From there we will proceed with sending a crew out to correct this issue. That goes for any issues that ***** has.

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18336766
  
  I am rejecting this response because:

  I sent pictures showing some of the areas with no insulation on Sunday 11/13/22 and have received no response as of today Friday 11/18/22. In that email I also asked for the corrections to be scheduled between 11/21-11/23/22 as I will be home during that time frame. I travel for work & I dont want them here unless Im here to observe & confirm that the job is being completed correctly.

  We am still looking for a refund so that we can hire someone to complete the job & we can get our skirting back on. This has now been going on for 5 months & need to be completed. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 12/19/2022

  This response was provided verbally to BBB:

  I sent my photos to the business in early November.  On 11/22, the business responded that they would try and come out there.  However, they have not and the issues are not resolved.

  Approximately 25% of the area does not installation, and the barrier is not secured properly.

  
  

  

  Business Response

  Date: 12/19/2022

  This response was provided verbally to BBB:

  I understand that the customer is patiently waiting for us to come out and service.  We are backed up with work from the hurricane.

  Right now, it looks like we can be out there by early to mid January, and we are committed to completing by end of January the latest.