Business Profile

Roofing Contractors

His and Hers Roofing, LLC

BBB Accredited Business A+Rated by BBB

Complaints

Customer Complaints Summary

39 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

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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:03/10/2025
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 was told I needed a new roof by a roofing company worker who has since been fired whose name is **** *******. I got a visit today by the company which is called H&H roofing and I was told that the aforementioned roofer was dismissed, and then he was there to apologize but not refund the $3600 I owe for the work I refused (due to a 2nd opinion I got). I refused the roof but I had signed a work order having been shown bogus roof photos by **** *******. Elite claims sent me to a collections attorney named **** *****. I am paying $3600 to clear this debt. I am 78 years old. my address is ******************************************* I paid $1000 but the full amount is $3600 plus an interest fee of $128. I am stressed and distraught. Please help!.
Business Response
Date: 03/11/2025
Complainant's complaint against His and Hers Roofing, LLC regarding funds owed is not related to our company. Our company is not ************, the public adjusting firm she hired and signed a contract with. While we have a service agreement related to just roofing services, it is separate and apart from any contract she may have signed with *****. We are not the same company. We are not involved in the funds Elite requested from her, and the funds she paid to any third party is not related to His and Hers Roofing, LLC. **** ***** is not affiliated with His and Hers Roofing, LLC. It appears this complaint was lodged against the wrong company entirely.
Initial Complaint
Date:11/22/2024
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.
This business is going around telling people they have "hail damage" and trying to scam them into needing a roof replacement. My roof is around 5 years old and does not have hail damage. I took pictures of the side he claimed had it to show there is nothing up there but leaves and pieces of acorns from the neighboring oak tree. This shady practice should not be allowed to scam and take advantage of people in an area that was recently impacted by hurricanes. This is unacceptable and needs investigated.
Business Response
Date: 11/25/2024
The complainant is not a customer nor does he exist in our general system for those weve ever contacted but was not hired by. Were unsure if this complaint actually applies to our business and the resolution requested doesnt appear to be something were able to do - to investigate. While we do handle claims on behalf of homeowners, we also handle retail jobs. Neither involves any scams on our part.
Initial Complaint
Date:08/19/2024
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.
my roof was repaired a few months ago and it seems I have the same problem with His and Hers that the other people leaving complaints do! Once all the work was completed and I was under the impression that everything was paid, I'm told that I owe for wood decking! I have satellite dishes hanging from my roof that they took off and didn't dispose of!! I do believe that over $21,000.00 is more than enough to replace a roof on an 1100 square foot house. Also, why does this company make their notices of commencement good for seven years??? I know why, so they can hold it over you!! It should only be valid for one year!! just goes to show
Business Response
Date: 08/19/2024
A copy of the contact that ************************ signed on April 9, 2024 confirmed that she agreed to pay for any used wood during the install beyond the first free sheet board. As it stands, her account is delinquent $3,075.00 for the wood. We offered her a 50% off discount through other means and despite this email with a proposed discount on the wood sent on June 28, 2024, ************************ has ignored our company on 34 separate occasions between June 28 and August 19, 2024.
This complaint appears to be **************************** way to get out of payment for contractually agreed upon terms. She signed the contract agreeing to pay for wood used to replace her roof. Wood was used. Proof of such was provided in writing to her and she immediately began to ignore all communication with our company. Payment is due.
Initial Complaint
Date:06/21/2024
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.
My husband and I met with His and Hers Roofing LLC at our home because after 2 failed attempts, we were having a hard time getting our homeowners insurance company ************************************************* to accept and payout money for a new roof. Our home is over 10 years old and the roof is even older. When we met with the associate at ********** Roofing, we were told that if we take them on as the company we would want to work with, they have a legal team who will fight for our rights with the homeowners insurance company to get a payout to not only cover the repairs needed to replace our roof, but also to be able to replace missing pool screens and even do some minor work around the house. This was July of 2023. Months into the agreement, ********** Roofing stated that they were going back and forth with the homeowners insurance on a settlement amount. During that time, His and Her Roofing stated that someone from the homeowners insurance will contact us to schedule an adjuster meeting and they would like to also be there. No such contact was ever made. Finally, my husband and I received an email in October of 2023 that they have gotten approval for a full roof replacement as well as outlining the steps that needed to now be taken to proceed. His and Her Roofing first stated that they requested the amount of $41,626.56 which was denied and then renegotiated with the amount of $20,659.60. Late 2023, ********** Roofing stated that the homeowners insurance settled on the amount of $13,869. My husband and I decided to reach out to our homeowner's insurance to on our own just to get proof of their payout. On November 1st 2023, the homeowners insurance, sent by email, an invoice & check itemizing the amounts paid out to the appropriate parties. Per ************************************************ His and Hers Roofing was paid $33, 500 and the Law offices Of ******************************* was paid $4, ******. ********** Roofing refused to send any proof of payment.
Business Response
Date: 06/24/2024
Complainant signed an assignment of benefits with our company, This document was submitted to Universal Property & ************************** through a private firm we hired to assist in getting this claim approved. The assignment agreement and every provision/sentence within the document stems directly from the requirements of Florida Statute 627.7152. Some time after the AOB was submitted to the insurance company, and after the insurance company made its coverage decision, our private firm negotiated a large global settlement batch with this insurance company encompassing over 100 individual claims. This claim was one of those hundred included. The carrier and our company, through our private firm, came to a confidential settlement agreement over all of these claims. The release that resulted from these negotiations was 1 single document that listed every one of these hundred plus claims in a chart format. The release does not include, describe or even reference a dollar amount to settle each of the individual claims. His and Hers Roofing, without breaking confidentiality demanded by the insurance company, can explain how it determined a number suitable to resolve each individual case. We, along with our private firm,had several spreadsheets that indicated the dollar amount needed to replace the roof for each claim. Those numbers were combined after first being reduced by each of the claimant's deductibles, and sent as a large sum to the insurance carrier to resolve as part of a global settlement conference. The final settlement amount approved by the insurance company, how they came up with their numbers, or any other details are both unknown to His and Hers Roofing, and confidential based on the terms of the release.

When **************** contacted our office after seeing a copy of a check for much larger than we described, we had her speak directly with the attorney.This is unusual, as our attorneys are required to keep settlement discussions confidential, but we did this so that **************** would feel secure in her understanding that we did not resolve her claim for the amount of money her carrier misrepresented to her. There are some concerns with the statements made in this complaint to the BBB. First, the claim was made that no proof of payment was provided, yet **************** knows how much the checks were for,including how much our private firm was paid. We did not hide any information or fail to disclose any information. Second, **************** wants a resolution of providing the full amount of money obtained. We already provided that information.We had **************** speak with an attorney who is obligated to provide truthful information. **************** is welcome to contact the insurance company via email to get settlement information at either **************************** or ****************************,as its our understanding that potentially one of these individuals handled the settlement with the insurance company and our private firm (*****************************)and can confirm that weve already given all of the information possible.
Initial Complaint
Date:05/05/2024
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 January I had my roof replaced by His and Hers.They filed a hurricane damage claim against my previous insurance company and I paid the remaining balance.Now, almost 5 months later, they call me up and tell me the insurance company didn't cover 30 sheets of decking material that costs $3,500. They told me that I need to cover this cost. They did not use 30 sheets of plywood as they claim. I want them off my back and I want to warn others about them.
Business Response
Date: 05/21/2024
The consumer, with our help, made a claim for hurricane *** damage against his insurance company. After several months of litigating and negotiating, His and Hers Roofing was able to reach a resolution with the carrier. This led to an insurance payment being issued for the roof replacement and damages known at the time of the resolution. Additionally, the consumer paid his agreed upon deductible as required. The documents for the city were cleared with the consumer in July of 2023. The roof was replaced, passing final inspection on November 6, 2023. In November of 2023, the consumer spoke with a customer service representative in our production department confirming his satisfaction with the roof.

One of those July 2023 documents was a color confirmation contract that the consumer signed. Here, we included a chart related to wood costs. This included 8x4 decking at $90.00 each, and board at $7.50 per linear foot. This was on the very first page of the contract signed by the consumer on July 12, 2023. Additionally, on page two of that very same contract was a paragraph six, stating we will replace ************* that is determined as a non-nailable surface automatically. Any decking replaced is sent to the insurance in an attempt to get it paid for. Wood charges are $90 per sheet of decking and $7.50 per linear foot of decking board. His and Hers Roofing pays for the first sheet or the first 10 linear feet.
Because consumers claim was resolved before the replacement occurred, we were unable to get an approval for the carrier to cover these costs. This took some time to attempt to do. Once we realized we were not able to have the insurance pay for the wood, as outlined in the contract the consumer signed, we called the consumer on May 3, 2024 notifying him of the outstanding balance. He accused our company of taking advantage of Veterans in an effort to avoid payment. This is wildly untrue. To prove the amount of wood replaced, we sent him an email with all of the photographs showing 30 sheets,60LF of 1x6 and 60 LF of 1x2 being replaced, totaling $3,525.00. This explanation, with payment breakdown and photographs, was sent via email to the consumer on May 3, 2024. In doing all of this, we also removed some charges as a courtesy, making the owed amount less than what was due. His response was that our company was out of their mind, ignoring the photographs provided showing the rotted wood being replaced.
There is no billing error. The consumer signed a contract with our company, benefitted from our services, and is now attempting to avoid payment of owed contractual obligations by filing a false complaint against our company here on the BBB. A copy of his contract is attached so he can review his obligations to our company.
Initial Complaint
Date:04/01/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The ****************** of ********* services, receiver has been directed by Court Order to liquidate UPC company and FIGA have the duty to settle UPC claims. HHR collected my 51,926.83$ settlement from FIGS that included ******** for non-roof damages caused by the storm. HHR mailed me only ******* $ short 5,620$ from the non-roof repair settlement. The good faith estimates HHR gave me was *****$. They replaced my roof on November 2023. I called them and got transferred to ************************* and she is the one handling my case. I demanded rest they owe me so I can complete fixing the non-roof damages, she said she will review with management and get back to me. she didnt. I called numerous times and left many messages never got call back until early March. She said they wont pay it. they consider it as deductible. We discussed and I explained to her that this is different than normal claims and it was settlement for the original mishandled claim from UPC. The deductible may not be applied here beside roof is partial to the claim. And even if it did, they already received 15,660$ more than their ***** repair cost estimate. She said she will check and get back to me. she didnt. I called and left a voice message and no one got back to me. I need the rest of the money to finish fixing other non-roof damages in my house.
Business Response
Date: 04/02/2024
After signing a contract for roofing services with our company, we were able to get initial approval from his insurance company to replace his roof. Part of that roofing approval included $14,466.83 in non-roof repairs that His and Hers Roofing would not perform. Additionally, ********************** would have to pay us his hurricane deductible totaling $5,320.00. We replaced his roof and a significant amount of rotted wood decking at an additional $300.00. Specifically, we had to replace 30 linear feet of 1x6 boards and another 10 linear feet of 1x8 boards. The installation was completed and passed final city inspection on November 9, 2023. ********************** was notified of this via email and voicemail on November 13, 2023. The next day, ********************** wanted a status on when he would be reimbursed the non-roofing funds. While it did take us 15 days to obtain the final breakdown of the interior non-roofing funds from the carrier, ********************** was notified of the exact figures via phone on November 28, 2023. We also sent a copy of the payment worksheet to him next day. On December 1, 2023 we issued the out of pocket payment totaling $8,846.83 to ********************** via certified mail, # **** 0710 5270 1049 5557 01. A letter was sent with the same breakdown provided via phone along with this check.
The breakdown, provided a few times to **********************, is as follows.

As with any insurance in the *************, a deductible is owed by the consumer. If we use a car accident as an example, a consumer would pay the body shop their collision deductible directly, and then their insurance would be any additional monies needed for repairs. The insurance would keep paying as work was completed until the car was back to its original condition. For property insurance, claims are first adjusted and a price for repairs is made before repairs are done. This means that the insurance company is estimating how much it will cost to do all of the work to the roof and inside of the home. They come up with a grand figure and reduce it by two items.
First, the insurance reduces the amount by recoverable depreciation. This is the different between the cost of item at brand new minus the age based on the value lowering each year. Second, the insurance company the reduces the price by the deductible. They do this because they expect, by law, that the homeowner pays it along with whatever monies their insurance pays. Essentially, the insurance makes payment in good faith that the deductible will be paid directly from the homeowners own account. Insurance companies do not pay the deductible for a homeowner. Insurance companies do not take out the money from their overall payment they remove the homeowners obligation from themselves. His insurance approved $14,466.83 in non-roofing funds. Ordinarily, this entire amount would be credited back to the homeowner since we were not using these funds. Mr. ********** deductible totaled $5,320.00. The wood paid for in advance by His and Hers Roofing, LLC costs an additional $300.00. Because ********************** did not pay his deductible to us, we reduced his refund by his deductible. We also had to reduce the refund by the wood since ********************** did not reimburse His and Hers Roofing, LLC for that.

$14,466.83 in non-roofing funds - $300 for wood -$5,320 for the deductible = $8,846.83. This amount was already paid to ********************** via check number 2322 and mailed last year to him. ********************** called our office several times saying he was still over $5,620.00, which amounted to his deductible and the wood, neither that he actually paid. Over the course of several phone calls from February 9, 2024 to March 15, 2024, ********************** kept calling demanding we pay him his deductible. Again on April 2, 2024, ********************** called demanding his deductible payment, and despite us explaining that he legally owes us his deductible, he threatened our company with legal action.

It seems as though ********************** is not understanding how the deductible works. Weve tried a few different ways to explain this to him and why he must pay it. Directly, this is due from him to us because Florida law requires it. We are not able to waive it or we could face felony charges. His complaint went on to state that hes contacted our office with no response on several occasions, but thats unfortunately not the case. Weve has a few different managers explain the deductible to him and either ********************** does not understand or expects more money that what he is owed. Additionally,he attached a copy of an assignment agreement, not his payment worksheet or color contract, to show the roof would only cost $21,850.00. What he does not admit in his BBB complaint is that this was not the price agreed upon by his insurance company. If the attachment was correct, then ********************** would have received zero in refunds as his attachment does not dhow anything other than roofing services. Attached is a copy of his insurance companies approved estimate that led to the settlement. You'll see that the non-roofing funds totaled $14,150.97, because the depreciation on his fence is NOT recoverable. Our accounting department was not aware of that and actually paid him the amount NOT recoverable on top of the rest, which is why he received more money than allowed. Additionally, you'll see that the roof price was $42,780.00, well above the attachment Mr. ********* provided as a basis for his claim. Again, as we explained above and to Mr. *********, you'll see on page 6 that his insurance removed from their payment his deductible of $5,320.00.

His and Hers Roofing owes ********************** nothing further.

Customer Answer
Date: 04/04/2024

Complaint: 21514574

I am rejecting this response because:
Paragraph 1 &2 HHR is presenting this as normal roof claim and that I do not understand how deductible and used a car accident as an example. Applying their example when HHR sales rep ******************* knocked on my door on March 2023, unsolicited he offered they replace my roof for 21850$. applying their example my insurance would pay them $16,530.00; yet they would be receiving ****** from my 51,926.83-storm claim settlement when subtracting ******** for the non-roof damages repairs.
Having said this was not a just roof claim with my insurance it was Settlement for my hurricane *** claim which was one of the claims that was miss handled by insolvent UPC. The ****************** of ********* services, receiver has been directed by Court Order to liquidate UPC company and FIGA ****************** Guaranty Association);had the duty to settle UPC claims.
I did not ask for HHR to represent me. I believe once they learned that State liquidating insolvent UPC; they had their lawyers reaching out to FIGA in my behalf using the paper they asked me to signed stating it is needed to allow their ******* to pe present when adjustor inspect the roof and kept checking on weekly bases via emails and calls to see if UPC set a date for the adjuster (email attached).

Regarding 3rd paragraph I attached their good faith estimate because that what HHR said it would cost them to replace roof when they knocked my door and offered to replace it. I didnt attach approved estimate because I dont have it as their lawyers took over my claim settlement. They didnt tell me what was the approved amount for the roof when I asked at the time. Even when account manager ************************** came to my house to do what they call color approval and informed me that FIGA settlement allocated ********$ for non-roof repairs and when I asked him how much they approved for the roof settlement he claimed he does not know even though he was reading from his tablet. I still dont know; I just subtracted the non-roof settlement from the total settlement. I just reviewed FIGA settlement that I saw for first time l notice that approved roof Actual cash value is $35,650.00
One December 2023 after HHR send me, check 2322 for $8,846.83 then they pulled it from my bank account before it cleared. When I called ************************* the manager handling my account, she said she doesnt know why it was pulled and they are issuing another one (check# ****). Despite all this I been reaching out to HHR, trying to resolve this matter amicably as possible as I stated in the voice mail, I left them.
At the end of the day HHR is a roofing company that nocked my door and offered to replacing my roof for 21850$. They received $15610 more than that; there is no need for them to try get more money at the expense of the settlement portion allocated to fix other damages cause by the store and their customer ability to fix them;
1- I expecting them to send me the reset non-roof settlement they collected in my behalf so I can finish fixing the reset of non-roof repair.
2- I also asking HHR to send me a copy of the settlement check they received from FIGA

Sincerely,

Elzamzami Elzamzami
Business Response
Date: 04/08/2024
Insurance companies do not pay the deductible for a homeowner. Insurance companies do not take out the moneyfrom their overall payment they remove the homeowners obligation from themselves. His insurance approved $14,466.83 in non-roofing funds. Ordinarily,this entire amount would be credited back to the homeowner since we were not using these funds. Mr. ********** deductible totaled $5,320.00. The wood paid for in advance by His and Hers Roofing, LLC costs an additional $300.00.Because ********************** did not pay his deductible to us, we reduced his refund by his deductible. We also had to reduce the refund by the wood since ********************* did not reimburse His and Hers Roofing, LLC for that.

For ease of numbers, there was $14,466.83 in non-roofing funds approved by the insurance company; $300.00 for wood; and $5,320 for the deductible. Taking this all into consideration, it leaves a refund of $8,846.83. This amount was already paid to ********************** via check number 2322 and mailed to him last year.The response received from ********************** appears to be similar to those made to us via phone and initially to the BBB that he believes he should be entitled to an additional $5,320.00. He is asking us to pay him his deductible, which is illegal. We will not be doing that. ********************** received all money owed to him.
Customer Answer
Date: 04/10/2024

Complaint: 21514574

I am rejecting this response because:
- HHR received the settlement check on Sept 2023 and hold the non-roof portion for 3 months
- HHR keep saying I didn't pay when they never present me with a bill to pay. They just took what they wants from the non-roof work settlement they collected in my behalf. Kept the rest for months and paid that portion more than 6 weeks after roof passed inspection.
- HHR yet to provide a copy of the claim settlement they received in my behalf as I requested
- HHR keep presenting the claim as just roof claim they worked it with my insurance to approve and it was a hurricane claim that has more than the roof.
- HHR overcharging the wood replaced. as they stated they replaced 30 linear feet of 1x6 . (pic is attached). The retail price for 8 feet is $5.98 totaling $23.92 for 32 feet. and they charging $300 as they stated in their response.
- When you review the document they provided in this claim "approved estimate" and based on the numbers they provided you will see that the roof replacement is around 74% of the Master claim
applying that to the $5320 it will be $3,936.8. which means they took $1,383.2 more then what they claim they have to take from the non-roof settlement plus what they over charged for wood.
- I demand HHR to pay what they owe me.

Sincerely,

Elzamzami Elzamzami
Business Response
Date: 04/15/2024
We understand there may be some confusion so we want to address each bulleted item from the consumers latest response.
1. This does not seem to be something requested, merely a statement. To explain, we provide reimbursements once the carrier finalizes the claim and we release them. That took about 3 months after the roof was replaced since the carrier, by law, had 90 days to decide the final adjustment.
2. As part of the contract signed by the consumer, the deductible is a mandatory payment. No bill was provided prior to the roof being approved, but it was added to the payment obligations on the color confirmation the consumer signed. Additionally, we were notified that the consumer could not pay for it, so that was the basis for the reduction. We did not arbitrarily decide this, because Florida law requires we collect the owed deductible.
3. Were not sure what the consumer means by claim settlement. We previously provided the letters we received from the insurance company on the final payment. This, other than the settlement release, was the only item we received that could address the consumers concern. Unfortunately,and the carrier confirmed this too, the release is, by law, a secure and confidential document. Our company could be sued if we were to provide this to anyone other than internal agents, our legal counsel, or agents of the carrier.
4. We did not present the claim as roof only. The insurance process also does not work in that manner. The claim is called in, inspected by the carrier and adjusted based on what the carrier deems appropriate at the time. If the carrier finds more than just roofing damage, they are obligated to pay for it, which is what happened here. Fortunately for the consumer, this carrier did the right thing by issuing payment for more than just the roof.This was in the complete benefit of the consumer as most carriers would deny claims from the start.
5. It appears the consumer is researching wood price to lower the amount he feels we are entitled to. Unfortunately, it does not work in this way. We reduced the wood based on the contract and spent price. These prices were told to the consumer before they were incurred, and were never disputed until the consumer wanted to pocket more money.
6. The math provided by the consumer is not how an insurance claim works. The carrier provides the final price for each item. The document we provided shows that the carrier acknowledged the amount of work needed to fix the roof and priced it accordingly.

We understand that the consumer feels he did not receive all of the funds owed to him. The documents were provided, which were directly from his insurance company and not created by us, shows that they determined the pricing for the final settlement. We are genuinely concerned that this complaint is actually just an attempt to avoid payment of a hurricane deductible. Florida law requires it be paid to the company performing the work. There is no dispute we provided excellent services to the consumer and that a unbiased third party,his insurance, agreed. Weve paid, in full, everything owed to the consumer and we urge the BBB to review the documents provided and the consumers request to confirm that the true complaint is an attempt to get something he is not entitled to. We urge the BBB and the consumer to review the law surrounding deductibles to note that failure to pay the deductible, and a failure to collect the deductible or a waiver of it is a federal crime.
Customer Answer
Date: 04/22/2024

Complaint: 21514574

I am rejecting this response because:
I will address all bulleted HHR response in same manner:

1- HHR excuse for holding the non-roof portion for 3 months is the carrier released the reimbursements 3 months after the "roof was replaced" as the law give them that period . that is not true as I stated they it took 3 months for them to send me portion of non-roof settlement the time they received the check from the *** not from when the roof replaced. I believe they received the check in September 2023 more than a month before they replaced the roof. They didn't need to try to come up with untrue excuse and they could just provide a copy of the check if there excuse is true. that shows how they been answering to this complaint

2-HHR stated No bill was provided prior to the roof being approved which was before they replace the roof; which agrees with I said they didn't ask me to pay any thing and they shouldn't be holding the non-roof settlement. yet they said their excuse for that
they were "notified" that I could pay that why the hold the portion of the non-roof unfortunately that is not true . You can see the pattern of how they answers inquiries of the complaint.

3.HHR claims they previously provided the letters they received from FIGA on the final payment. that is not true. They only uploaded the final estimate (named FIGA Estimate.pdf)you can verify that from the attachment they uploaded to this complaint.
I demand them to provide confirmation from FIGA that they can not provide me the documentations on my claim they acted on my behalf, explains who will *** them if they provided me these documentation as they claimed. and what in these document would put them at that risk?

4.HHR a knowledge the claim is not roof only yet the fail to explain why they apply the entire ***** only to the roof and not the rest of the claim.

5. HHR claims they told me prices of wood before they were incurred that is not true. I demand they provide proof they told prices of wood before they were incurred and that it was 10$ per foot, so the 30 LF costed $300.
I would like to state that their ******* was not present during 3 days it took their sub contractor crew to replace the roof. I believe this shows the extend they will go to pocket in few extra hundreds

6. HHR claims that the math I provided is not how insurance claim works. The math I provided was straight from the insurance document they upload to this complaint you can check their document and you will see it

HHR claims that there is no dispute they provided excellent services that is not true, HHR provided poor services. They were never transparent thru this process, every time I get different explanation or spin. I have to call and chase them weeks to get non-roof settlement; even after they sent the first check (copy attached) they pulled from bank account and didn't provide a reason when I called. it took three days to finish the roof. and when I called their ******* with my remark and concerns he state they will address what the inspection fails. you can see from the attached pic what kind of job the did (pic attached)

my concern that HHR didn't care much about doing a good job or satisfy their customers. I feel all they cared about is getting as much money from this job as they can; specially when they learned that the state liquidate my insurance company and that when the reach to FIGA. They even stated that I am "Fortunate" that FIGA approved the non-roof damage in my claim. That speaks volumes . I am concerned that why the hold it and try to take as much as they can thru different ways including using technicalities , over pricing wood or claiming they did non-roof work.
HHR didn't address any of the inquires. Unfortunately most of answers were not Ture; so far the facts stay :
- HHR did hold the non-roof portion for 3 months after receiving the settlement check before they pay me portion of it
- HHR over priced the 30 *************
- HHR acknowledged this was not a roof only claim. yet they applied the entire $5320 to the roof that represents about 74% of my hurricane Master claim

I demand HHR to pay what they owe - the rest of the non-roof settlement so I am able to complete fixing these damages.

Sincerely,

Elzamzami Elzamzami
Business Response
Date: 04/29/2024
The consumer states he was not made aware of the wood pricing at any point. Attached is his signed contract once the roof was approved that he signed that confirmed the amounts for wood that we previously provided in a response to the BBB. The current attempt to price match with various ****** searches at public stores is not appropriate. The main concern, it appears, is that the consumer believes he is entitled to a dollar amount that adds up to his hurricane deductible. We've previously provided the statutes that require he pay that to those performing the work. We previously provided the consumer with the documents from his insurance company who determined the final pricing for the roof. While we understand that the consumer doesn't like the amount his insurance company priced our work at, that number is fair and final. We are not going to reduce our services that are already completed. Additionally, the funds he is asking for are not for any items he is owed. The consumer wants us to pay him back his deductible.
By law, we are not legally allowed to do that. A waiver of a deductible is a felony. Our company is not in the business of committing crimes that assist a consumer is making money off of a claim. Had the consumer made repairs out of pocket initially, then his deductible would have been reduced by his carrier to offset his already spent expenses. This did not occur in this claim as no repairs were made other than our company replacing his roof.
Customer Answer
Date: 04/30/2024
Dear Sir/*****
Greetings.
HHR in their latest response expressed that they think I was fortunate that **** approved the non roof portion of my claim. I just want to reiterate that this was more than roof claim and that it was not normal claim as state was settling mishandled UPC claims. If HHR When they learned about liquidating court used my the *** they had me sign under standing it to allow their representation be present . (As i showed from their attached follow up emails) ; I would have the ability to file the state form (attached) and processed the settlement with FIGA without HHR holding the approved settlement for months and take from it as they pleased
I would be able to fix all my house damages including non-roof damages.
Thanks and Regards
Elzamzami
Business Response
Date: 05/01/2024
After signing a contract for roofing services with our company, we were able to get initial approval from his insurance company to replace his roof. Part of that roofing approval included $14,466.83 in non-roof repairs that His and Hers Roofing would not perform. Additionally, ********************** would have to pay us his hurricane deductible totaling $5,320.00. We replaced his roof and a significant amount of rotted wood decking at an additional $300.00. Specifically, we had to replace 30 linear feet of 1x6 boards and another 10 linear feet of 1x8 boards. The installation was completed and passed final city inspection on November 9,2023. ********************** was notified of this via email and voicemail on November 13, 2023. The next day, ********************** wanted a status on when he would be reimbursed the non-roofing funds. While it did take us 15 days to obtain the final breakdown of the interior non-roofing funds from the carrier, ********************* was notified of the exact figures via phone on November 28, 2023. We also sent a copy of the payment worksheet to him next day. On December 1, 2023 we issued the out of pocket payment totaling $8,846.83 to ********************** via certified mail, # **** 0710 5270 1049 5557 01. A letter was sent with the same breakdown provided via phone along with this check.

The breakdown, provided a few times to **********************, is as follows.

As with any insurance in *****************, a deductible is owed by the consumer. If we use a car accident as an example, a consumer would pay the body shop their collision deductible directly, and then their insurance would be any additional monies needed for repairs. The insurance would keep paying as work was completed until the car was back to its original condition. For property insurance, claims are first adjusted and a price for repairs is made before repairs are done. This means that the insurance company is estimating how much it will cost to do all of the work to the roof and inside of the home. They come up with a grand figure and reduce it by two items.
First, the insurance reduces the amount by recoverable depreciation. This is the different between the cost of item at brand new minus the age based on the value lowering each year. Second, the insurance company then reduces the price by the deductible. They do this because they expect, by law, that the homeowner pays it along with whatever monies their insurance pays. Essentially, the insurance makes payment in good faith that the deductible will be paid directly from the homeowners own account. Insurance companies do not pay the deductible for a homeowner. Insurance companies do not take out the money from their overall payment they remove the homeowners obligation from themselves. His insurance approved $14,466.83 in non-roofing funds. Ordinarily, this entire amount would be credited back to the homeowner since we were not using these funds. Mr. ********** deductible totaled $5,320.00. The wood paid for in advance by His and Hers Roofing, LLC costs an additional $300.00. Because ********************* did not pay his deductible to us, we reduced his refund by his deductible. We also had to reduce the refund by the wood since ********************** did not reimburse His and Hers Roofing, LLC for that.

$14,466.83 in non-roofing funds - $300 for wood - $5,320 for the deductible =$8,846.83. This amount was already paid to ********************** via check number 2322 and mailed last year to him. ********************** called our office several times saying he was still over $5,620.00, which amounted to his deductible and the wood, neither that he actually paid. Over the course of several phone calls from February 9, 2024 to March 15, 2024, ********************** kept calling demanding we pay him his deductible. Again on April 2, 2024, ********************** called demanding his deductible payment, and despite us explaining that he legally owes us his deductible, he threatened our company with legal action.

It seems as though ********************** is not understanding how the deductible works.Weve tried a few different ways to explain this to him and why he must pay it.Directly, this is due from him to us because Florida law requires it. We are not able to waive it or we could face felony charges. His complaint went on to state that hes contacted our office with no response on several occasions, but thats unfortunately not the case. Weve has a few different managers explain the deductible to him and either ********************** does not understand or expects more money that what he is owed. Additionally, he attached a copy of an assignment agreement, not his payment worksheet or color contract, to show the roof would only cost $21,850.00. What he does not admit in his BBB complaint is that this was not the price agreed upon by his insurance company. If the attachment was correct, then ********************** would have received zero in refunds as his attachment does not show anything other than roofing services. Attached is a copy of his insurance companies approved estimate that led to the settlement. You'll see that the non-roofing funds totaled $14,150.97, because the depreciation on his fence is NOT recoverable. Our accounting department was not aware of that and actually paid him the amount NOT recoverable on top of the rest, which is why he received more money than allowed. Additionally,you'll see that the roof price was $42,780.00, well above the attachment Mr. ********* provided as a basis for his claim. Again, as we explained above and to Mr. *********, you'll see on page 6 that his insurance removed from their payment his deductible of $5,320.00.
The consumer also states he was not made aware of the wood pricing at any point. We previously provided the consumer in various ways, including through the BBB process, signed contract once the roof was approved that he signed that confirmed the amounts for wood that we previously provided in a response to the BBB. The current attempt to price match with various ****** searches at public stores is not appropriate. The main concern, it appears, is that the consumer believes he is entitled to a dollar amount that adds up to his hurricane deductible. We've previously provided the statutes that require he pay that to those performing the work. We previously provided the consumer with the documents from his insurance company who determined the final pricing for the roof. While we understand that the consumer doesn't like the amount his insurance company priced our work at, that number is fair and final. We are not going to reduce our services that are already completed. Additionally, the funds he is asking for are not for any items he is owed. The consumer wants us to pay him back his deductible.
Customer Answer
Date: 05/10/2024

Complaint: 21514574

I am rejecting this response because:

HHR reposted same response from before which I already rejected and rebuttaled  with supportive documentation.
It looks HHR is trying to overwhelm with many untrue details that were rebuttaled and avoids answering the my clear and direct inquiries
I am asking BBB can get clear and direct responses to the inquiries and facts I listed before:

when did HHR received the settlement check? Was it on September 2023?
HHR acknowledged this was not a roof only claim. Why did they apply the entire $5320 to the roof that represents about 74% of my hurricane Master claim
HHR over priced the the replaced ************* and did not inform me about the prices at the time of installation

As I stated before my claim is very direct and clear . HHR is a roofing company who knocked my door and offered to replace my roof for $21850. They received $16,530.00 more than that from my hurricane claim settlement. There is no reason for them to hold the non roof portion of my settlement for three months and then try to take from it as much as they can

I demand HHR to pay what they owe - the rest of the non-roof settlement so I am able to complete fixing these damages.

Sincerely,

Elzamzami Elzamzami
Initial Complaint
Date:03/28/2024
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.
A sales rep came to my home offering roofing services to checking roof for damages etc. Process has been on going as far as the cost / wanting more money from me when they signed a AOB May 19, 2023 without my knowledge and took company to court . They received two checks and my roof is still not been repaired.
Business Response
Date: 04/02/2024
Pursuant to Florida Statute ********. the assignment agreement ******************** signed allows His and Hers Roofing, LLC to essentially own the claim. This was described to her during sign up and during each update she requested. Additionally, she was notified of a pending lawsuit before it was filed when our private firm submitted a 10 day notice of intent to initiate litigation. Fortunately, His and Hers Roofing, LLC was correct in determining the roof needed to be replaced, because we were able to settle ************************ roof claim for enough funds to replace the roof. This was tentatively resolved pending paperwork mid November of 2023. We spoke with ******************** on November 16, 2023 to go over pricing on the solar panels. We again spoke with ******************** on November 20, 2023 to explain the pricing on the solar detach, the price for non-roof repairs, the total owed based on her deductible, and what her balance out of pocket would be. This was explained again via email on November 22,2 2023, November 27, 2023, November 30, 2023, December 11, 2023, December 13, 2023, December 20, 2023, and December 27, 2023. Because of ************************ lack of response on how she would make payment for the out of pocket expenses related to the deductible, we were forced to expend funds on having individuals physically go to her property to confirm the job could be started and how she would like to make payment. This was done on January 5, 2023, where we knocked and rang the doorbell and left a voicemail to let ******************** know we needed communication from her. We again called ******************** on January 9, 2024, January 12, 2024, January 16, 2024 and finally received the first response on January 17, 2024. Here, she simply asked for copies of the paperwork from the claim, which was sent the next morning to her.
In speaking with ********************, her concern has nothing to do with the price of the roof, the settlement numbers or the lawsuit against her insurance company. Her only concern was her lack of ability to pay her deductible, which is statutorily required. She called into our office to ask to put the roof on hold while she spoke with her husband to decide if they needed to cancel. Essentially, ******************** wanted to pocket all of the insurance proceeds instead of paying her legally required deductible. We reached back out to ******************** on February 9, 2024, leaving a voicemail and text message to determine the status of their decision. An email was sent as well asking for a call back to go over the numbers for the roof replacement. She emailed us on February 20, 2024 instead stating she didn't sign the original contract and wanted her money. This, of course, was false, as evidenced by earlier communications and now her complaint to the BBB where she admits to signing and knowing of the **** On February 13, 2024, ******************** and her husband spoke with our back office again admitting that they could not afford their deductible and was in the process of getting estimates from other companies that would be cheaper. Again, in doing this, ******************** was attempting to avoid her legal responsibility of paying her deductible. When she was told this, she then proclaimed she didn't like the solar company and wanted time to decide if she would agree to work with them. When we finally received a call from ******************** cancelling for the first time, we called her to notify her of the refund totaling $21,541.37. We called again on March 29, 2024 and April 1, 2024 to get a mailing address confirmation and had to leave voicemails each time.
The complaint from ******************** essentially says that His and Hers Roofing, LLC collected funds and haven't repaired her roof. She has made it impossible to replace the roof, despite us sending all required county documentation and claim information to obtain a permit to replace the roof. What ************************ complaint failed to admit was her desire to avoid paying her deductible, a crime in the ****************. Because we will not waive her deductible as that would be a felony, we are now getting a baseless BBB complaint that does not accurately depict the facts surrounding her claim or the contract. Her request asks for a refund, which we've tried twice to confirm the correct mailing address to send it to. ******************** will need to return any of the several calls we've made to do this and have the check mailed out to her.
Business Response
Date: 04/02/2024
Pursuant to Florida Statute ********. the assignment agreement ******************** signed allows His and Hers Roofing, LLC to essentially own the claim. This was described to her during sign up and during each update she requested. Additionally, she was notified of a pending lawsuit before it was filed when our private firm submitted a 10 day notice of intent to initiate litigation. Fortunately, His and Hers Roofing, LLC was correct in determining the roof needed to be replaced, because we were able to settle ************************ roof claim for enough funds to replace the roof. This was tentatively resolved pending paperwork mid November of 2023. We spoke with ******************** on November 16, 2023 to go over pricing on the solar panels. We again spoke with ******************** on November 20, 2023 to explain the pricing on the solar detach, the price for non-roof repairs, the total owed based on her deductible, and what her balance out of pocket would be. This was explained again via email on November 22,2 2023, November 27, 2023, November 30, 2023, December 11, 2023, December 13, 2023, December 20, 2023, and December 27, 2023. Because of ************************ lack of response on how she would make payment for the out of pocket expenses related to the deductible, we were forced to expend funds on having individuals physically go to her property to confirm the job could be started and how she would like to make payment. This was done on January 5, 2023, where we knocked and rang the doorbell and left a voicemail to let ******************** know we needed communication from her. We again called ******************** on January 9, 2024, January 12, 2024, January 16, 2024 and finally received the first response on January 17, 2024. Here, she simply asked for copies of the paperwork from the claim, which was sent the next morning to her.
In speaking with ********************, her concern has nothing to do with the price of the roof, the settlement numbers or the lawsuit against her insurance company. Her only concern was her lack of ability to pay her deductible, which is statutorily required. She called into our office to ask to put the roof on hold while she spoke with her husband to decide if they needed to cancel. Essentially, ******************** wanted to pocket all of the insurance proceeds instead of paying her legally required deductible. We reached back out to ******************** on February 9, 2024, leaving a voicemail and text message to determine the status of their decision. An email was sent as well asking for a call back to go over the numbers for the roof replacement. She emailed us on February 20, 2024 instead stating she didn't sign the original contract and wanted her money. This, of course, was false, as evidenced by earlier communications and now her complaint to the BBB where she admits to signing and knowing of the **** On February 13, 2024, ******************** and her husband spoke with our back office again admitting that they could not afford their deductible and was in the process of getting estimates from other companies that would be cheaper. Again, in doing this, ******************** was attempting to avoid her legal responsibility of paying her deductible. When she was told this, she then proclaimed she didn't like the solar company and wanted time to decide if she would agree to work with them. When we finally received a call from ******************** cancelling for the first time, we called her to notify her of the refund totaling $21,541.37. We called again on March 29, 2024 and April 1, 2024 to get a mailing address confirmation and had to leave voicemails each time.
The complaint from ******************** essentially says that His and Hers Roofing, LLC collected funds and haven't repaired her roof. She has made it impossible to replace the roof, despite us sending all required county documentation and claim information to obtain a permit to replace the roof. What ************************ complaint failed to admit was her desire to avoid paying her deductible, a crime in the ****************. Because we will not waive her deductible as that would be a felony, we are now getting a baseless BBB complaint that does not accurately depict the facts surrounding her claim or the contract. Her request asks for a refund, which we've tried twice to confirm the correct mailing address to send it to. ******************** will need to return any of the several calls we've made to do this and have the check mailed out to her.
Customer Answer
Date: 04/02/2024
I have spoken with workers for his and hers. I have also have not heard from the request to cancel or for the process of not having his and hers to do roof. As for my deductible it was waived according to ***. I have more details on this. Solar panels are to be replaced as original on roof and attached is the estimate of the repair of solar panels keeping my warranty of 25 years . His and hers offered a third party to complete solar panels with a 1 year warranty as well as there workers to complete roof are not completely covered by liability. His and hers have received two checks by insurance company and to date my roof has not been repaired. They are aware my address is *************************************************************** . Their sign is still in my yard . I have spoken with them even if they reach out and leave messages I return their call . There are times they may have called and when I call back the wait time is long or unable to get a hold of someone familiar with case. There are a lot of notes regarding my file with his and hers. I did receive a call yesterday - with message. The last time spoken with someone with his and hers is documented in my letter emailed to them. Im a consumer whom the roofing company has been paid - cashed the check back in November and no repairs have been made. Again according to the insurance company the deductible was paid as the checks where well over the amount of roof repair and I was told by *** that I had no deductible . I can provide a copy of my notes or be more specific if needed .
Complaint: 21498738

I am rejecting this response because:

Sincerely,

*****************************
Customer Answer
Date: 04/02/2024
Hi ,
His and hers knows my address and email and etc. They can send the check refund totaling $21,541.37 to *******************************************************************;
Customer Answer
Date: 04/02/2024
I returned call from yesterday to **** at 11:48a . First went to voice mail .?called 2nd time spoke with **** who said will call back from work phone and once at a computer to pull up case . Was asking if my call was a return call from today . Stated from yesterday a return call . Called ************
Customer Answer
Date: 04/02/2024
Awaiting call back from Mike
Business Response
Date: 04/03/2024
We have tried to call ******************** a few times with no response other than here within the BBB portal. We will mail out the check from our accounting office on Friday to the address she provided in her response. It appears the concerns were fully addressed and any other questions from ******************** regarding status of the check can be sent to "****************".
Thank you.
Customer Answer
Date: 04/05/2024
Hi,
I did not receive a call back from **** however I did receive a call back from ***** on April 3,2024 via phone call @ 3:15p followed by email per our discussion with her request and my response. As my response : Hi to whom it may concern I would like to cancel policy SWYCBHO31334, ***************************** @ property address **************************************************************. Cell: ************. Thanks
Emailed to *********************** (*********************)
************************

******-

I am emailing in you in regards to our conversation.

If you could please send a statement that you would like to cancel, with your name, address, claim number, and phone number to the email address below that would be greatly appreciated.

************************

I do apologize for any inconvenience that this may have caused and I do appreciate your patience with His and Hers roofing in regards to getting this processed for you.

I would ask that you please consider removing your BBB review after you receive the check back from His and Hers roofing.

Thank you in advance.

Customer contact information:
************************, Noreen
Job: 5651
*****************************************;
*******, ** 32738
************** - Primary
************************ - Primary

Kind Regards,
*****

***** Heath |Account Manager
His & Hers Roofing, LLC
O : **************
D: **************
E : ******************
A : ******************************************************
W : www.hhroofs.com

On April 4, 2024 I emailed both emails above reference this: Hi ,

I would also like a letter of agreement of cancellation. Look forward to hearing back from you as per our discussion via phone on 4/3/24 at 3:12pm as to refund and needing me to write a cancel letter with name, claim number, address and phone number which on Friday 4/6/24 will receive a call back from you-***** with check tracking number for mail purposes. refund totaling $21,541.37.  Thanks
**************************; . I am awaiting a call today April 5, 24 with tracking number for check from ********************* and a letter of agreement cancellation from His & Hers roofing LLC. Thanks . Not sure if both emails where received I did not get a response back from ***** -general email with attention for ***** or the general email to ************************.
Customer Answer
Date: 04/05/2024
Hi,
I did not receive a call back from **** however I did receive a call back from ***** on April 3,2024 via phone call @ 3:15p followed by email per our discussion with her request and my response. As my response : Hi to whom it may concern I would like to cancel policy SWYCBHO31334, ***************************** @ property address **************************************************************. Cell: ************. Thanks
Emailed to *********************** (*********************)
************************

******-

I am emailing in you in regards to our conversation.

If you could please send a statement that you would like to cancel, with your name, address, claim number, and phone number to the email address below that would be greatly appreciated.

************************

I do apologize for any inconvenience that this may have caused and I do appreciate your patience with His and Hers roofing in regards to getting this processed for you.

I would ask that you please consider removing your BBB review after you receive the check back from His and Hers roofing.

Thank you in advance.

Customer contact information:
************************, Noreen
Job: 5651
*****************************************;
*******, ** 32738
************** - Primary
************************ - Primary

Kind Regards,
*****

***** Heath |Account Manager
His & Hers Roofing, LLC
O : **************
D: **************
E : ******************
A : ******************************************************
W : www.hhroofs.com

On April 4, 2024 I emailed both emails above reference this: Hi ,

I would also like a letter of agreement of cancellation. Look forward to hearing back from you as per our discussion via phone on 4/3/24 at 3:12pm as to refund and needing me to write a cancel letter with name, claim number, address and phone number which on Friday 4/6/24 will receive a call back from you-***** with check tracking number for mail purposes. refund totaling $21,541.37.  Thanks
**************************; . I am awaiting a call today April 5, 24 with tracking number for check from ********************* and a letter of agreement cancellation from His & Hers roofing LLC. Thanks . Not sure if both emails where received I did not get a response back from ***** -general email with attention for ***** or the general email to ************************.
Customer Answer
Date: 04/05/2024
Hi,
I did not receive a call back from **** however I did receive a call back from ***** on April 3,2024 via phone call @ 3:15p followed by email per our discussion with her request and my response. As my response : Hi to whom it may concern I would like to cancel policy SWYCBHO31334, ***************************** @ property address **************************************************************. Cell: ************. Thanks
Emailed to *********************** (*********************)
************************

******-

I am emailing in you in regards to our conversation.

If you could please send a statement that you would like to cancel, with your name, address, claim number, and phone number to the email address below that would be greatly appreciated.

************************

I do apologize for any inconvenience that this may have caused and I do appreciate your patience with His and Hers roofing in regards to getting this processed for you.

I would ask that you please consider removing your BBB review after you receive the check back from His and Hers roofing.

Thank you in advance.

Customer contact information:
************************, Noreen
Job: 5651
*****************************************;
*******, ** 32738
************** - Primary
************************ - Primary

Kind Regards,
*****

***** Heath |Account Manager
His & Hers Roofing, LLC
O : **************
D: **************
E : ******************
A : ******************************************************
W : www.hhroofs.com

On April 4, 2024 I emailed both emails above reference this: Hi ,

I would also like a letter of agreement of cancellation. Look forward to hearing back from you as per our discussion via phone on 4/3/24 at 3:12pm as to refund and needing me to write a cancel letter with name, claim number, address and phone number which on Friday 4/6/24 will receive a call back from you-***** with check tracking number for mail purposes. refund totaling $21,541.37.  Thanks
**************************; . I am awaiting a call today April 5, 24 with tracking number for check from ********************* and a letter of agreement cancellation from His & Hers roofing LLC. Thanks . Not sure if both emails where received I did not get a response back from ***** -general email with attention for ***** or the general email to ************************.
Customer Answer
Date: 04/08/2024
Hi,
I did not receive a call back from **** however I did receive a call back from ***** on April 3,2024 via phone call @ 3:15p followed by email per our discussion with her request and my response. As my response : Hi to whom it may concern I would like to cancel policy SWYCBHO31334, ***************************** @ property address **************************************************************. Cell: ************. Thanks
Emailed to *********************** (*********************)
************************

******-

I am emailing in you in regards to our conversation.

If you could please send a statement that you would like to cancel, with your name, address, claim number, and phone number to the email address below that would be greatly appreciated.

************************

I do apologize for any inconvenience that this may have caused and I do appreciate your patience with His and Hers roofing in regards to getting this processed for you.

I would ask that you please consider removing your BBB review after you receive the check back from His and Hers roofing.

Thank you in advance.

Customer contact information:
************************, Noreen
Job: 5651
*****************************************;
*******, ** 32738
************** - Primary
************************ - Primary

Kind Regards,
*****

********************* |Account Manager
His & Hers Roofing, LLC
O : **************
D: **************
E : ******************
A : ******************************************************
W : www.hhroofs.com

On April 4, 2024 I emailed both emails above reference this: Hi ,

I would also like a letter of agreement of cancellation. Look forward to hearing back from you as per our discussion via phone on 4/3/24 at 3:12pm as to refund and needing me to write a cancel letter with name, claim number, address and phone number which on Friday 4/6/24 will receive a call back from you-***** with check tracking number for mail purposes. refund totaling $21,541.37. Thanks
**************************; . I am awaiting a call today April 5, 24 with tracking number for check from ********************* and a letter of agreement cancellation from His & Hers roofing LLC. Thanks . Not sure if both emails where received I did not get a response back from ***** -general email with attention for ***** or the general email to ************************.
Business Response
Date: 04/08/2024
We have already discussed and shown ******************** that the contract was cancelled. The refund check, # ****, in the amount of $21,541.37 was sent to ******************** via certified last Friday, April 5, 2024 (tracking # **** 0710 5270 0347 3974 19). We are providing the link to **** for this tracking below for easy access, but it appears they predict delivery to ******************** on April 9, 2024.
Link for tracking: *************************************************************************************;
Initial Complaint
Date:03/07/2024
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.
on 7/26/22 and on 10/3/22 we signed an agreement with this company not knowing this was an Assignment of Benefits as we thought this was a quote. They dragged this out and did not follow up. I had to call constantly to them to do something. They finally got it going and the insurance has paid them $27,000.00 abut a month ago. They have not called us to schedule anyone to come out to talk about what type of roof we would like. we have called them 3 times with no resolution. We are told someone will contact one they have information. This company has poor work ethics and i know there have been other BBB complaints. My roof need to get done ASAP. this has been going on way to long.
Business Response
Date: 03/08/2024
on 7/26/22 and on 10/3/22 we signed an agreement with this company not knowing this was an Assignment of Benefits as we thought this was a quote. They dragged this out and did not follow up. I had to call constantly to them to do something. They finally got it going and the insurance has paid them $27,000.00 abut a month ago. They have not called us to schedule anyone to come out to talk about what type of **** we would like. we have called them 3 times with no resolution. We are told someone will contact one they have information. This company has poor work ethics and i know there have been other BBB complaints. My **** need to get done ASAP. this has been going on way to long.
One, the document signed was titled Assignment Agreement, not quote. The language in the document, which is a single page document with an estimate on the back, is based entirely on the wording requirement of Florida Statute ********. There is no confusion what the Assignment Agreement is, or that it is not simply a quote.
Two, the King's claim was not a simple matter like a normal claim. Statefarm, their insurance company, initially agreed to damage to their home, but said repairing10 shingles and painting the ceilings in several interior rooms was enough. It was not. Because of this, Statefarm invoked appraisal, a mandatory process when the carrier does not believe their initial dollar valuation is incorrect. This is not the same as a home purchase appraisal. It is the process that allows the insurance company to determine the value of your claim based on an evaluation of the damage. It requires 2 inspections, potentially a third, where 2 unbiased adjusters inspect, prepare estimates, discuss differences and try to come to a compromise on both covered damages and the amount to do them. If they cannot make this decision on their own with their respective clients, a third inspection with an umpire is required. In the King's claim, an umpire inspection was required because His and Hers Roofing knew that the King's **** needed to be replaced. After several months of discussion and back and forth with experts, the umpire agreed that the entire **** needed to be replaced, along with significant interior repairs.
The result of the umpire inspection was a check for $27,399.16, which was the total cost to replace the **** minus the King's obligation to pay their $8,360.00 deductible. A second check was mailed to the King's for the interior repairs found to be owed during the appraisal process. That money is for the King's to make repairs to the inside of their home with. His and Hers Roofing was unaware that Statefarm split the **** and interior checks. We only received the award letter with a wildly higher dollar amount listed, so between January 4, 2024 and February 6, 2024, when Statefarm confirmed they mailed a second check for interior to the homeowner, we were trying to obtain nearly $11,000.00 in missing funds for the Kings.
On February 6, 2024, when ************ called in to ask about how to have their mortgage company sign the check, we were still pending p**** of the second check for interior. On March 7, 2024, when we received ***************** second phone call, we were able to confirm that the **** could be replaced now that we confirmed the status of their interior funds, and that they owed us their $8,360.00 deductible. That payment is still pending, and an email with confirmation of the commencement date and a hearth link for payment is in process of being combined with permitting documents and sent over.
Customer Answer
Date: 03/08/2024

Complaint: 21400141

I am rejecting this response because:
No one has told us about paying them the deductible before starting any work. No one is contacting us.
We haven't even had the opportunity to see samples of what will be used. They don't call us and we Keep calling them.
My good faith estimate is $19,700. They need to contact us and get the ball running. I am calling them now so i hope to talk to someone this time.

Sincerely

*********************
Business Response
Date: 04/08/2024
Good afternoon:

We received an alert this afternoon of the suspension of our company's BBB accreditation. As part of that alert, it allowed us to provide a written response within 3 days to terminate that suspension. Please accept this as our in writing response to stop the suspension of our BBB accreditation.

On March 12, 2024, the consumer provided the following information in regards to our response:
"I am rejecting this response because: No one has told us about paying them the deductible before starting any work. No one is contacting us. We haven't even had the opportunity to see samples of what will be used. They don't call us and we Keep calling them. My good faith estimate is $19,700. They need to contact us and get the ball running. I am calling them now so i hope to talk to someone this time."
On March 14, 2024, we spoke with ************* about the deductible payment being owed. We notified her on this day via phone that we understand her concern with paying that amount upfront in full, and to ease her concerns, we could have her sign a payment contract. This would allow us to install the roof and collect her deductible when the roof passed the final inspection. She agreed with the terms of the contract requiring payment within 5 days of the city clearing her roof after installation. A copy of that contract was sent to her via email on March 18, 2024. We also called her to set up a date to have her sign the notice of commencement to get the roof permitting paperwork submitted to the city. We called her again for the paperwork on March 20, 2024, March 22, 2024, March 25, 2024, and April 2, 2024. All of these calls resulted in us leaving a voicemail for *************. We've yet to get a call back or an email back with any of the signed paperwork.

We cannot install the roof without the notice of commencement signed by *************. We cannot agree to do the job, up front, for free, without the signed payment agreement from *************. We've been able to receive a response back from her since she agreed to the terms during the March 14, 2024 phone call.

As part of our obligations to not just the BBB but to our consumers, we remained professional and do our best to address and resolve all issues, significant or otherwise. We also honor our word to our consumers in accordance with our agreements. To finalize this roof installation for *************, we do need those signed agreements back confirming she will pay her deductible after the completion of her roof.
Business Response
Date: 04/08/2024
Good afternoon:

We received an alert this afternoon of the suspension of our company's BBB accreditation. As part of that alert, it allowed us to provide a written response within 3 days to terminate that suspension. Please accept this as our in writing response to stop the suspension of our BBB accreditation.

On March 12, 2024, the consumer provided the following information in regards to our response:
"I am rejecting this response because: No one has told us about paying them the deductible before starting any work. No one is contacting us. We haven't even had the opportunity to see samples of what will be used. They don't call us and we Keep calling them. My good faith estimate is $19,700. They need to contact us and get the ball running. I am calling them now so i hope to talk to someone this time."
On March 14, 2024, we spoke with ************* about the deductible payment being owed. We notified her on this day via phone that we understand her concern with paying that amount upfront in full, and to ease her concerns, we could have her sign a payment contract. This would allow us to install the roof and collect her deductible when the roof passed the final inspection. She agreed with the terms of the contract requiring payment within 5 days of the city clearing her roof after installation. A copy of that contract was sent to her via email on March 18, 2024. We also called her to set up a date to have her sign the notice of commencement to get the roof permitting paperwork submitted to the city. We called her again for the paperwork on March 20, 2024, March 22, 2024, March 25, 2024, and April 2, 2024. All of these calls resulted in us leaving a voicemail for *************. We've yet to get a call back or an email back with any of the signed paperwork.

We cannot install the roof without the notice of commencement signed by *************. We cannot agree to do the job, up front, for free, without the signed payment agreement from *************. We've been able to receive a response back from her since she agreed to the terms during the March 14, 2024 phone call.

As part of our obligations to not just the BBB but to our consumers, we remained professional and do our best to address and resolve all issues, significant or otherwise. We also honor our word to our consumers in accordance with our agreements. To finalize this roof installation for *************, we do need those signed agreements back confirming she will pay her deductible after the completion of her roof.
Initial Complaint
Date:03/04/2024
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.
Written around OCT 2023. *******One year and patiently counting the months with this entity for a less than 1100 sq ft roof. I now have the bigger problem of not just no roof being replaced: I now have the exteme expense of force placed insurance due to my insurance being dropped because of HH inability to replace this huge 1100 sq ft roof :( Have had to reach out and call and call and ask for info from the beginning and really started being concerned about 8mths in (being a senior and a newbie to this type of project). Big problem of no information. I signed an Assignment of Benefits which was a huge mistake with H and H Roofing. And now over a year and two months later , no roof, minimal communication and what has been relayed has turned out to be lies and being put off longer and longer for any documentation and hope of being close to completion or having documents in order on their part - **************** agents, Managers, Appraiser (*****************) assigned by H and H and also the legal departement that is of the ************************* Law firm. I def don't know what is going on esp since weeks months and now over a year has gone by with no roof. All I needed was a few around 5 missing tiles replaced and a few (less than 5)curling tiles replaced. They walked up when the guys who I was screening to do the replacement were on site ladders and all. H and H assured that it was easy and more advisable to get the roof replaced especially due to age. (great superior quality with no leaks to the inside) With the soon to be found empty promises, I now am in a situation that looks like will go into a year and a half. I have had my insurance dropped due to roof work in progress and now cannot secure insurance AND have had force placed insurance by my mortgage company that has brought my monthly payments from 1600+ to over 3000. I bought the sales pitch and I believed. Dumb a senior and inexperienced but smarter now just have to pay the price for trusting H&H Roofing. Looking at another 6 mths. 02/16/2024**************.... update on this. NO ROOF yet..... I received a call on DEC 18 stating that "we have an agreement" we have to get this done for you but really circling back to talk about my recorded experiences on a review page. The real reason for call was how I can reduce my expenses by canceling my review on another platform:( Mind you, I was told at signing that the deductible too could be "worked out" for simple actions on my part such as placing an ad sign in my yard etc. Well it is fast forward to FEB I found out (not from HH) but from my many calls to former insurance company that "there is no agreement" with a chuckle chuckle. The necessary is not even close due to an appraiser who went *** (missing in action) in approx OCT not answering calls etc and then not coming to agreement with their appraisers after he finally reappeared to answer phone calls or texts etc. Bottom line, I was told a lie via phone by two reps * and T.No document from their appraiser that was necessary even existed for things to move forward. It was some time in late DEC when I kept asking for the notice of the agreement or something (as a ******) to show my mortgage company, anything to show that a roof was approved that would allow for a policy to be issued. On one call from me to them after several, (as usual), HH rep left the phone line and came back some time later saying to the effect OMG he and "they" (which ever boss he spoke to while I was on the phone) cannot believe there is no appraiser's report or something important was missing in the file. What a surprise/shocker to me. Well it is pointless to note the many phone calls the fact is, to date, nothing only conversations with HH have been iniITAITED BY ME. No roof, nothing, even updates would be better than nothing. Since then, I have had to relocate for work and could not even make plans for my property in any way because of tarp and neighbors and possible tenants knowing their may be a roof issue. Mar. is now here. Also please note because of the time issue and insurance being dropped, here I now have had ********************** that has increased my mortgage payment by over $1,000.00 . All departments including legal office of ************************* their legal representatives have no answers (called Malove a few months ago hoping someone would call back) or no idea what is going on or anything about my file. I am writing in the hopes of finding something about my position and things being settled in some way.
Business Response
Date: 03/07/2024
************** complaint alleges a few items of concern.

One, she states that because of our inability to replace her roof, she has forced placed insurance. This only occurs under 2 specific circumstances either she failed to make a payment to her insurance so she was cancelled, or she did not obtain new insurance within the time required of her,that her mortgage company was forced to get it for her. Neither of these are the fault of His and Hers Roofing, LLC.

Two, ************ states shes has no communication with us and that the few times, shes received no help. This is also untrue. Between end of January 2023 up to yesterday, March 6, 2024, there have been 60 recorded conversations between ************ and our office. There is likely more but no notes or emails were saved to confirm the additional times of communication.

Third, ************ stated no updates have been provided to her.The 60+ communications over a years time were all updates related to her claim. This does not include each time a representative from His and Hers Roofing physically went to her home, provided her information on where to provide insurance documents, responses to texts from ************ related to her claim of urgent news, or signing any documents with us.

Here is the real timeline of events for this claim. His and Hers Roofing submitted roofing documents and a contract to ************** insurance company. Their initial findings in February of 2023 was that the roof could be repaired, that a replacement was not required. We then submitted documents to the carrier to explain why their decision was wrong. This led to the carrier invoking appraisal, a required form of ADR that requires multiple inspections and various estimates to come to a final decision on the price of the repairs needed to restore the home. This began in on April 10, 2023. About a month later, after one inspection was completed, ************ informed us of her desire to sell the home. 3 weeks later, near June of 2023, ************ asked us to instead, move forward with the appraisal process again. This was after we already notified the required parties to cancel the appraisal process, so it needed to be restarted. His and Hers Roofing placed a tarp on ************** roof to make sure there was no access to the inside from rain. In July, the second inspection of her home occurred.************ called our office confirming that is was completed on July 24, 2024. A second tarp was placed on her home by us the following day.

In September, ************ called a sales representative informing him that her insurance dropped her. While we explained that having an open claim is not a basis for dropping someone from insurance, we asked *********** to call into her insurance and ask for the reason as she did not have the document from the carrier that explained why she was being dropped.Additionally, ************ learned, via a letter, that the only item pending was the signed appraisal award. This requires multiple signatures, including that of *****************, who she mentions in her complaint. A week later, the appraisal process resulted in an impasse, meaning a final inspection was needed to determine the exact amount of money to be issued. One month later, we received confirmation that the full roof replacement was approved, as we were waiting for the insurance company to issue the check. In both November and December, including in writing on December 18, 2023, ************ was notified of this progress,updated with the final decision to replace the entire roof, and provided with information about her deductible owed, the timing of when the roof would be installed and how to select her shingle color. Ms. **** than called in and said she needed a white tarp rather than blue, an second email with shingle information, proof of approval for her bank and admitted and apologized to her misunderstanding of the timeline to get the roof approved. We notified her that her signing of the notice of commencement would allow us to obtain the permit documents and that would be able to prove to her bank that a new roof is going on. She refused to do this. Instead, she asked for the type of shingle being used, which was Landmark series, and then asked for a copy of the appraisal documents. A week later, ************ called to ask about upgrading her shingles to the Pro Line series. All of this information was provided to her via email the next day, along with our labor warranty. A few days later, she requested reps to attend to rain noise at her home, and upon arrival, explained that when it rains, she can her the noise from the drops hitting the tarp. While ************ confirmed the tarps prevented new leaks, she did not want them on because the noise bothered her. When we offered to replace them to move to a different location to change the noise, she closed the door in our representatives face.

In January of 2024, we again sent ************ her insurance appraisal documents. Based on a new phone call with her on January 23, 2024,she did not believe that her roof replacement was approved and would not sign the permitting documents. As of today, we are waiting for the insurance company to issue the check. The firm hired to handle this, *************************, is not able to discuss information with ************ as they have attorney-client privilege with us. She was informed of this when she called, yet she still left a bad review for them when she did not hire them.

We are more than happy to continue providing updates to *********** via phone and email as weve done since meeting with her a year ago.

Customer Answer
Date: 03/08/2024
ALL sounds great as they always did by the end of the phone calls in a year plus of handling and working with this entity and their reps.
To see what they consider " a few items of CONCERN" is interesting.
The number of calls they are pulling out and the "likely more calls" while I have had to change phones in the year of this ongoing matter, even from the time I have this new phone in approx NOV 2023
and call is history is false. 60 calls, I am assuming with a conversation, means ave of 5 per mth in a ****. THIS indeed is false. If they are speaking of dialer calls that they do with no message left
or anything I can't say if that is included. Also ******************************************************************* to them.I disagree with that number of calls stated.
Returning to the real issue, however, the year and 3mths is what is my concern as a client. I do not know if they had a copy of the docs I sent you
including the appeals by the insurance to please have their appraiser (who was the one unable to be reached) and when he eventually was in touch again
was not finalzing with them (this took him over three months) lets just say my "MATTER OF CONCERN" any customer dealing with roof may just be a little concerned?
I am happy they are so detailed in their letter to you on this year long execution even from the time of appraisal. My review and one call to
****** was an attempt to let them know what kind of business they represent and what their clients are doing, they have a reputation, I was helping them if you read it
it was to let them know who and what is going on. I am glad you want to focus on that and that was written over a year after becoming your client H#H, I would definitely want
to know.
My phone records will reflect diffeRENTLY IF i COULD RECALL FROM THE ***** THAT WAS CHANGED IN THE ****
OF waiting with THIS ENTITy doing such great work with me and all these calls.
As a senior and someone with major health issues all sounds great in writing but 90ercent of calls ended with
"we will get back to you have a good day" or "give us some time" or
" I will pass this onto the legal team" or "we are waiting so all you must do is wait too". Yep those calls normally initiated by me. One manager in ***** for H#H was sounding very
"helpful" and caring some time in early 3rd quarter when he kindly took a call to get some information on a FRI
but that rolled into being referred back to ******* and many other "helpful calls" HA, that still leading to this moment one year and months later.
and only burst my "hopes" when I realized it meant another few months and counting.
Let the time and outcomes speak for themselves I did NOT complain after three months of empty talk, or after 6mths or after 9mths.
A little serving of condescendinig? Well that is not new to my experience. This is all I have been dealing with. Yes the two reasons are the reasons that all hinge on their lack.
I am sure the writer knows I can not get insurance with an order for roof repair in place. The agreement signed with wrong info given over a year ago.
Does it really take a year for even a below average operator, to perform what it agrees to do? I do not accept this finger pointing
blame game, foot dragging.
WOW they respond in writing to you BBB awesome, thank you for your work cause I have asked for numbers in writing, proof of settlement, proof of approval,
proof of appraisal let the record showw, I have received no email or text to me.
I have had to relocate due to earnings to cover the cost of the new insurance. OH yes the force placed is directly related to the time involved in the execution. The Bank even
delayed in placing it in the payment to work with me in the **** and a quarter it is taking and of course now it is back dated.

I have no formal email or communication from this company and I have asked.
It is thru my asking and calling the insurance who was nice enough to tell me the truth that I realized there was nothing.
I iam sure I will be receiving emails now.
Since I only want to be communicated with email on my file.

Customer Answer
Date: 03/08/2024

Complaint: 21384597

I am rejecting this response because:

ALL sounds great as they always did by the end of the phone calls in a year plus of handling and working with this entity and their reps.
To see what they consider " a few items of CONCERN" is interesting.
The number of calls they are pulling out and the "likely more calls" while I have had to change phones in the year of this ongoing matter, even from the time I have this new phone in approx NOV 2023
and call is history is false. 60 calls, I am assuming with a conversation, means ave of 5 per mth in a ****. THIS indeed is false. If they are speaking of dialer calls that they do with no message left
or anything I can't say if that is included. Also ******************************************************************* to them.I disagree with that number of calls stated.
Returning to the real issue, however, the year and 3mths is what is my concern as a client. I do not know if they had a copy of the docs I sent you
including the appeals by the insurance to please have their appraiser (who was the one unable to be reached) and when he eventually was in touch again
was not finalzing with them (this took him over three months) lets just say my "MATTER OF CONCERN" any customer dealing with roof may just be a little concerned?
I am happy they are so detailed in their letter to you on this year long execution even from the time of appraisal. My review and one call to
****** was an attempt to let them know what kind of business they represent and what their clients are doing, they have a reputation, I was helping them if you read it
it was to let them know who and what is going on. I am glad you want to focus on that and that was written over a year after becoming your client H#H, I would definitely want
to know.
My phone records will reflect diffeRENTLY IF i COULD RECALL FROM THE ***** THAT WAS CHANGED IN THE ****
OF waiting with THIS ENTITy doing such great work with me and all these calls.
As a senior and someone with major health issues all sounds great in writing but 90ercent of calls ended with
"we will get back to you have a good day" or "give us some time" or
" I will pass this onto the legal team" or "we are waiting so all you must do is wait too". Yep those calls normally initiated by me. One manager in ***** for H#H was sounding very
"helpful" and caring some time in early 3rd quarter when he kindly took a call to get some information on a FRI
but that rolled into being referred back to ******* and many other "helpful calls" HA, that still leading to this moment one year and months later.
and only burst my "hopes" when I realized it meant another few months and counting.
Let the time and outcomes speak for themselves I did NOT complain after three months of empty talk, or after 6mths or after 9mths.
A little serving of condescendinig? Well that is not new to my experience. This is all I have been dealing with. Yes the two reasons are the reasons that all hinge on their lack.
I am sure the writer knows I can not get insurance with an order for roof repair in place. The agreement signed with wrong info given over a year ago.
Does it really take a year for even a below average operator, to perform what it agrees to do? I do not accept this finger pointing
blame game, foot dragging.
WOW they respond in writing to you BBB awesome, thank you for your work cause I have asked for numbers in writing, proof of settlement, proof of approval,
proof of appraisal let the record showw, I have received no email or text to me.
I have had to relocate due to earnings to cover the cost of the new insurance. OH yes the force placed is directly related to the time involved in the execution. The Bank even
delayed in placing it in the payment to work with me in the **** and a quarter it is taking and of course now it is back dated.

I have not formal email or communication from this company and I have asked.
It is thru my asking and calling the insurance who was nice enough to tell me the truth that I realized there was no
progress being made since the appraisal which actually took about 8mths with me calling and pushing for action
this is a 1100sq ft roof.

Sincerely,

*****************
Business Response
Date: 03/12/2024
Based on **************** response to our answer to the complaint, we are unsure what further dispute she has with His and Hers Roofing, LLC and she did not request any other kind of resolution. We've maintained communication with ************ and continued to fight her claim. Because of the hard work of our staff. we successfully obtained an approval for **************** claim.
Customer Answer
Date: 03/18/2024

Complaint: 21384597

I am rejecting this response because:

Sincerely,

*****************
Customer Answer
Date: 03/18/2024
This is to support the rejection of the response of this company operating in the ***********.
Again! Thier reponse and kind words of their hardworking writer and representative in this is reflective of nonchalance on all levels.
Do I have a roof? Approval suddenly called in and secured after a review online.
So the hard work for a 1100sq ft roof took exactly from early Jan to DEC of 2023. I am indeed glad they are a hardworking group can you imagine the time it
would have taken if they were not?
Yes with all my calls and the work of your hard working staff during a call in JAN 2024 yes* full year after signing my rights away and being told in DEC 23 of the approval; I* ********** with a call initiated by me*
(you and with your staff over the phone) found out at the same time- because of my need for and asking for a document and a followup for my insurance-
that "oh we have approval but no supporting appraisers documents from their duly appointed appraiser of from any legal entities representing them
to show that there was even an appraiser's report. YES ok * can I expect to wait another year maybe? With all the hard work done here is this reasonable?
Is that what the writer of this response considers fair? I am open as I was for the first 9mths of waiting and really not even expecting with all the
associates or coworkers having roofs done in half the time expected? Tell me sir/maam * what are do you think my expectations should be?

Just please chk the appropriate box
- 1mth
- 2 mths
-6mths
-9mths
-12mths
-24mths
???????or just lets leave our expectiations for doing business in ******* and the State wide open.
Is that ok?
Sincerely now needing an answer from you.
Your appreciative client of your hard work
M ****
Customer Answer
Date: 03/19/2024
HELLO I responded on 3/18/2024
I responded. before this closure was executed.
Customer Answer
Date: 03/19/2024
Hello BBB,
You closed my file without reading an update sent BEFORE closing the flie.
Please reopen so this can be completed.
See response and info sent before this was closed.
I need to have this completed before writing to the state.
M ****
Customer Answer
Date: 03/19/2024
There was a second message to complete the first that ended with because because of internet failure.
Please read so the proper continuance can take place with this file.
Thank you and have a great day.
M ****
Customer Answer
Date: 03/19/2024
Please read my initial complaint they and the response I wrote way before you closed and sent me a letter of closure and business response.
In the roofing process there is an approval by the insurance company and then many steps to the process of appraisal approval and report and satisfaction
between the two that now have approved. BIG DIFFERENCE. The message sent after the first letter that ended with because clearly states that
an explanataion was to follow which was sadly overlooked before moving on to close hours later.
The closure did not take everything submitted before closure including and explanation.
Thank you for you correction of this closure.Have a wonderful day.
M ****
Customer Answer
Date: 03/19/2024
Please note it is not this client's fault if a case was closed in error. DUE to not reading updates submitted before the closure.
M ****
Customer Answer
Date: 03/19/2024
Thank you,
Please send me your supervisor's email .
Thank you so much for you sending me this , ************, email address or phone number.
M ****
Customer Answer
Date: 03/19/2024
Also I will be filing another , since this was not closed with all my info sent over to you being considerred. So I consider it an error
that resulted in extreme disservice.
Thank you.
Customer Answer
Date: 03/19/2024
Ma am,
Please send me the detail of a senior officer at BBB for an email to the supervisory arm of the BBB.
I will await that info.
***** or senior email is requested, this is the second request
M ****
Customer Answer
Date: 03/19/2024
Also ma'am did I ***************** when it said I had 10 days to respond?
I do know I read that.
I await your info on Miss *****'s email thank you so much for you time?
M ****
Customer Answer
Date: 03/19/2024
Excellent and happy to get this info. Please send me her email for convenience and consideration of time and record.
M ****
Customer Answer
Date: 03/19/2024
This to request that this complaint be left in tact and reopened recogizing that it was closed without proper information submitted being properly addressed or considered.
I will appreciate a change in agent to communicate with other than ************ that was the initial person who this file was assigned to.
I am PTSD and TBI by the *********** and as such speak and with pain with every waking moment. I do not absolutely wish to deal with MS ************ further.
If any explanation is needed further than based on my experience so far and her ability to service me please contact me directly.
This makes me very very nervous.
With thanks,
Sincerely,
M ****
******************
Customer Answer
Date: 03/27/2024
/ATTN Supervisor of this file
Update on 03/19/2024
This customer called H and H Roofinig and asked for update.
Agent on line read to me from my file as an update "December waiting for check, January - waiting for check, February - waiting for check , I cannot remember if she included Nov and or Mar. When she said that is all that we are waiting on ma'am. I said to her can you tell me if the Appraiser AWARD AGREEMENT is the file?
That an approval correctly was granted in DEC and that nothing can be done because of H and H Roofing appointed Appraiser not being able to be reached for a long time
and some time in Mid Jan a request was sent out intitiated by a phone call made my ME and done while I was on the call to send a message to "legal" to find out
the status of the Appraiser's award *etter.
She left the line came back on 03/19/2024 and that she had sent a message over to the "legal team to get an update" She said I would not hear from them in the next
day or two but that she will make sure and get back to me to see if that vital part is complete. WE** WE** MS * the agent on the line was very helpful sounding but
it is now 03/27 and guess what NOT A PHONE CA**, not an email since upon asking her for and email address, she said, oh we do not use emails you communicate by phone.

This is update BBB and anyone else who may read this posting. MY request is to be released from His and Hers Roofing representation at no cost to me it has already cost me a y ear and 3mths of time in keeping things updated for myself and no service what so every yes we can count phone calls (even if the numbers they quote are so) but please note 99.9 percent of the calls were initiated by me for the entire 15mths. Please note the point they are relying on to explain this is the phone calls. Nothing else to rely on but the number of phone calls I made to them the phone call reflected above is exactly how things ran for over 9 mths and when I posted a review on a page wow in a month there was that .01 percent call asking me to remove the review to get my detuctible dropped. Since the phone and the fact that i have not be clear in a resolution is his main point, I definitely need to be dropped from doing any business with this company. For obvious reasons 0ne year and 3 months of disorder and poor poor servicing. M ****
Customer Answer
Date: 04/01/2024
04/02/24
I am awaiting a response or call back from His and Her Roofing. I called on Mar 19 to get any information and the outcome is outlined here earlier above posted to BBB.
The agent I spoke with who ( I could tell from tone and attention) really wanted to give me some info but there was nothing to give. As I stated earlier, she said Dec "awaiting check, *** awating Check, Feb Awaiting Check and Mar Awaiting check "
She was excited to tell me that they were just awaiting a check, when I told her "Ma'am there will be not chk without an appraiser's final agreement and report " I could not remember the name of the document I was
awaiting for months she promptly said she would be passing it on to legal and will be back for sure asap. She cannot get back same day but in a few days.
Well it is not a new month so two weeks have gone by, with no call email or message.
Now in the last response of His and Her they clearly noted that they do not know what more I want and that they not sure what I expected.
At this juncture I need and request to be released from this work agreement with His and Her Roofing with all that has transpired since JAN 2023 I just really
need to be released from working or having to work with His and Her roofing further.
Thank you.
I hope the person who asked that question of me via BBB with such concern and care will speedily release me from any further assoication with H and H Roofing of ******* **.
M ****
Customer Answer
Date: 04/03/2024
I am awaiting a response or call back from His and Her Roofing. I called on Mar 19 to get any information and the outcome is outlined here earlier above posted to BBB.

The agent I spoke with who ( I could tell from tone and attention) really wanted to give me some info but there was nothing to give. As I stated earlier, she said Dec "awaiting check, *** awating Check, Feb Awaiting Check and Mar Awaiting check "

She was excited to tell me that they were just awaiting a check, when I told her "Ma'am there will be not chk without an appraiser's final agreement and report " I could not remember the name of the document I was

awaiting for months she promptly said she would be passing it on to legal and will be back for sure asap. She cannot get back same day but in a few days.

Well it is not a new month so two weeks have gone by, with no call email or message.

Now in the last response of His and Her they clearly noted that they do not know what more I want and that they not sure what I expected.

At this juncture I need and request to be released from this work agreement with His and Her Roofing with all that has transpired since JAN 2023 I just really

need to be released from working or having to work with His and Her roofing further.

Thank you.

I hope the person who asked that question of me via BBB with such concern and care will speedily release me from any further assoication with H and H Roofing of ******* **.

M ****
Customer Answer
Date: 04/04/2024
Yes of course thank you for the explanation of your function.
They, keep asking what more do I want and this would be a wonderful chance for me to exit and not held up by this company and their legal and appointed representatives. I will like to just replace the shingles that was the original request of my insurance before the offer to replace the whole roof was made and persued with this company operating in *******. I am losing daily with this going into the 2nd quarter of 2024. I do not in any way wish to have this company work on my behalf further at no cost to me. The cost in time and despair has been great enough. I will also like the name and email of their Executive ******************************* CUSTOMER SERVICE for this company in the ***************. Please note that I also request an email not the one **************** and a phone number with a name to someone responsible for customer service. This is a reminder the roof was is a whopping 1100sq ft.

Customer Answer
Date: 04/04/2024
Good day,

As an update to MY call on MAR 19 requesting and answer to if my APPRAISERS COMPLETION REPORT exisited, I was told to please give it a few days and for
sure I will get a response.

Well, it is APR 4 and I am sure there is great reason why I have had no call no email no message since then. to please
With thanks

*****************
Business Response
Date: 04/08/2024
************ spoke with our back office twice regarding the report since her last BBB complaint. She was first told on March 19, 2024 that the report and award were not yet back. Between then, we spoke with the appraiser selected by our private firm, who notified us that he was no longer communicative. Within 48 hours, we received approval from the insurance company to name new appraiser. Doing so ordinarily would require restarting the process, but because of our constant communication with the carrier, we were able to just have the carrier and our new appraiser do a table review. This means them all going through the photographs and estimates and findings from all previous inspections. On March 22, 2024, we emailed ************ the following message:
""Good morning,
I'm sorry it's taken me a few days to get back with you. One of our legal supervisors informed me that they've been trying to get in contact with the appraiser and haven't had any luck...they're not sure what's going on, but he did say that he is still trying and will continue on working to get that report. Feel free to call in or send me an email for any other questions / concerns or even to see if we've heard anything new. I hope you have a great weekend!""
While we are doing everything possible to obtain the signed award and report from these new appraisers, **************** complaint that she's received no communication is false. We yet to have any new requests from her since our update to her on March 22, 2024. Additionally, we don't have the signed award back yet to provide her with a new update. We appreciate **************** patience with her insurance claim while we work around the clock to get the approval paperwork.

Customer Answer
Date: 04/08/2024

Complaint: 21384597

I am rejecting this response because: this clearly does not release me from having to do further business. The major issues I mentioned in prior communication and
continuation of complaint has been ignored. It is not even funny or fake business practice. My request and last input clearly was not read or responded to.
I am asking that it be read and the release from further business with them be honored. I hope you can see BBB they have been treating my input and questions lightly all along.
Can someone please read my prior submission and answer accordingly. This was a request to exit, this is also to note that no one has called or contacted or left messages for me
concerning the matter brought to your attention in this file. I cannot believe this and it is now affecting me in even more ways to realize I am being ignored.

Sincerely,

*****************
Customer Answer
Date: 04/08/2024
Please note this was closed prematurely and that is still to be deemed to be reopened as it should be. That is my request to reopen not just to document. M ****
Customer Answer
Date: 04/09/2024
"I want to ensure the company addresses your most recent request" Hello can you clarify what this means?

You say to me the company addresses? Do you mean they are working on the release?
Do you mean they are addressing it? How? The company addresses is ambiguous , please clarify or have Supervisor Ms ***** explain
what a sentence in this tense means. Ambiguous and unclear to say it in such are manner.
Sorry but as a teacher as well in the state communication even in a limited capacity must be clear.
THank you have a good day
M ****
Customer Answer
Date: 04/09/2024
It is false that they communicated with me twice. I called THEM on MAR 19 and I was promised a callback by L S, she was very kind and i was hopeful on the phone.
I did not get a call back , the statement that they spoke with me twice is in fact quite false but that is not the first falsity thrown at this customer dealing with
communication or with roof agreement and my contacting them. I also will love to know when any messages or email.
I will like to communication in EMAIL from this day forward that seems fair after the difference here in what is being relayed and time wasted with false statements
EMAIL IS MY REQUEST FOR COMMUNICATION WITH THiS COMPANY ( I have already requested this on phone).
Am I to understand I must re write what I have been experiencing I am on the verge of physical challenge regarding my health and ability
to keep this back and forth. I clearly asked to be released of these people how will I trust with the lie they have stated here. Please email email email I have called
and asked for this before of course I am not totally savvy as a senior, I will go back and check and continue with this response, NOTE this is partial response concerning the obvious
inaccuracies regarding my phone call to them on MAR 19 and no further communication please so we can move forward and maybe build trust here after a year and 1/4 of this
experience, please let me know when we spoke other than MAR19 with A CALL INITIATED BY ME. THis is enough create stress beyond anything that can be considered fair or
reasonable in business. I will continue with this beyond this but now mention again requesting to be released of them. THank you
strength to do so. and will take time to respond once I get the. I will check my voice mails. Please verify the phone number you have for me on file. I will check all voice mails going back
from MAR 19 but have done so but will do so again. THank you again. M ****
Customer Answer
Date: 04/09/2024
You mention communication with you guys since attempts through BBB communication to move forward.
Please accept and recognise that was in recent 2024 for a client who chose you in JAN first two weeks of 2023.
It means a lot that I awaited this length of time just to get to this point. IF that means nothing then so be it.
Throwing dates and times around without the big picture is just not even a professional angle. I am the one
in the yr and a quarter not anyone else.
I will continue to figure exactly what is being asked for from the last response.
1)_ to be released of this H and H roofing company
2) to have honesty in the communication and not to be given untrue statements about reaching out to me
Please let me know what calls were made to me (time and phone number ) since MAR 19.
3) ONLY any further communication in EMAIL format to my email on your file. It has been used about 9mths ago.
M ****
Business Response
Date: 04/10/2024
We received the following response from the consumer:
You mention communication with you guys since attempts through BBB communication to move forward.
Please accept and recognize that was in recent 2024 for a client who chose you in JAN first two weeks of 2023.
It means a lot that I awaited this length of time just to get to this point. IF that means nothing then so be it.
Throwing dates and times around without the big picture is just not even a professional angle. I am the one
in the yr and a quarter not anyone else.
I will continue to figure exactly what is being asked for from the last response.
1)_ to be released of this H and H roofing company
2) to have honesty in the communication and not to be given untrue statements about reaching out to me
Please let me know what calls were made to me (time and phone number ) since MAR 19.
3) ONLY any further communication in EMAIL format to my email on your file. It has been used about 9mths ago.

Prior to the list of 3 items being requested, we're not able to decipher what exactly ************ is trying to communicate. We've been in contact with her both through phone and email. ************ gave a list of 3 things that said "I will continue to figure exactly what is being asked for from the last response." We did not ask ************ to be released. Based on the response, we're uncertain if she wants to cancel. If so, then we're not sure what the other 2 items being requested mean. We previously provided a list of each time of communication from both parties. These records are taken down in real time in a program that does not allow anyone in the company to edit the dates, delete the log or revise the information within it. This means we've kept communication active and recorded prior to any BBB complaint. We take our consumer's needs seriously and we feel as though our records reflect that. Finally, her third item appears to say she prefers to be emailed only now. We will, upon submitting this response, notify our back office to only email her.
Customer Answer
Date: 04/22/2024
This was closed? Ahead of the time given and allowed for responses? I will reject this closure. Good to get the limits of yours focused on.
I do officially reject the closure, I did not get a response concerning the main things requested in the last submission. Please reopen and
submit responses. Looking forward to hearing.
M ****
Customer Answer
Date: 04/30/2024
Yes this was a number one request to be responded to with the question of being released from doing any business of course.
I hope it is clear please respond to my request to be released and not work with them after the year and 1/4 of the type of service
provided. I await response. Please note they walked up to my property while I was speaking on JAN 6 of 2023. This date was in 2023.
I am asking for release with no cost to me.
Thank you for you time on a response and when this can be executed.
M ****

Customer Answer
Date: 05/01/2024
Yes this was a number one request to be responded to with the question of being released from doing any business of course.
I hope it is clear please respond to my request to be released and not work with them after the year and 1/4 of the type of service
provided. I await response. Please note they walked up to my property while I was speaking on JAN 6 of 2023. This date was in 2023.
I am asking for release with no cost to me.
Thank you for you time on a response and when this can be executed.
M ****
Business Response
Date: 05/01/2024
As previously provided in an earlier response, we're more than happy to cancel the contract you signed within the terms and conditions. To do so, per Florida law, we need the cancellation in writing. It can be sent in any manner (email or mail). Should email be easiest, please send that cancellation to ******************* Should mail be easiest, please send that cancellation to our office at **********************************. We will notify the back office team of the soon to come document so we stop all work, once again.
Initial Complaint
Date:03/03/2024
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 Jan 2023 His & Hers Roofing (H&H) installed my roof. It took the roofers 2days to put the roof, so the first day when they left they protected the roof that is over the house, but did not protect the roof over the porch. That night it rained, and the ceiling of the porch was damaged. Roofers took a picture of the damaged ceiling and stated H&H would get it fixed; they emphasized that I did not have to worry because the damage would be repaired. The first follow-up I gave H&H they stated they had no knowledge of any damage, but would update my file to include the damages, and they get back to me. The second follow-up they again stated that they knew nothing of any damage. I’m still waiting for the repairs. Additionally, the balance of funds received from insurance that would be forwarded to me for damages not repaired by H&H does not even approach the amount stated on the estimate H&H provided. H&H filed the claim to my insurance, they would retain from the amount sent by my insurance only the cost of the new roof. H&H would forward to me funds to cover damages not repaired by H&H (fence, gutters, 1 wall, etc (see attached document). Estimate states they would forward $11,350.00, but I only received $1,442.40 (I have not cashed the check they sent me because I want an explanation). Please advise how I may proceed to recover my loss and if there is any agency I should address to H&H respond.
Business Response
Date: 03/15/2024
When Ms. ***** initially allowed His and Hers Roofing, LLC to inspect her home on October 17, 2022, 118 pictures of the property were taken. Of those, 2 show the area Ms. ***** alleges to be damaged because of the overnight rain during the 2 day roof installation. Both are attached to our response labeled at 10.17.2022. Additionally, the picture provided by the crew removing the old shingle roof is attached and labeled as Faded Wood. The area shown in this picture is the same area Ms. ***** believes was damaged overnight by the rain, requiring some kind of repair.
What you will see from the photographs is that the damage provided by Ms. ***** to His and Hers Roofing's crew prior to the roof was even removed either existed before we arrived or is not actual damage. The photographs dated 10.17.2022 existed before we ever met Ms. *****. The Faded Wood picture shows a lack of damage. Water damage to wood, whether in an attic space or underneath a porch covering, would include water staining in a circular pattern showing water seeped into the wood and left a ring. If it were to become worse or a long term problem, those water rings would turn into black wood rotting. Neither is shown here, because there was no damage.
Based on Ms. *****'s complaint, she was told by someone other than His and Hers Roofing that repairs would occur. His and Hers Roofing, LLC did not make that promise, guarantee or even discuss this with her. Instead, we discussed the complaint with the crew on sight and their supervisor and the notes provided on 1/31/2023 was their review of the porch area found no water damage or issues that required a repair. We're not sure if Ms. ***** was told by a completely different party unrelated to or working with His and Hers Roofing, LLC that the underneath of the porch was damaged, but our photographs and records indicate the faded wood existed before His and Hers Roofing and Ms. ***** established a working relationship, therefore, the lack of damage but just faded wood is not something to be repaired.
Customer Answer
Date: 03/17/2024

Complaint: ********

I am rejecting this response because:
Relating to the initial issue in my claim, what H&h refers to as the faded wood picture, is, as H&h states a photograph taken before roof repairs began. I am attaching a picture that clearly shows the damage I am referring to. Although I take issue with the fact that the employee that spoke with me has not stepped forward, I have to accept this as my mistake: I overlooked asking the employee for his name and I should have written down his name as well as the date, time and amount of pictures taken.
The second issue in my complaint, the discrepancy in the amount issued versus the amount estimated has not been addressed. I was expecting to receive approximately $11,000 to cover repairs that H&h would not carry out, and the amount received was for $1,442.40 (in an uncashed check addressed to me). I expect they can provide the reason for this discrepancy, as well as a breakdown of items/cost that totals the amount they retained from the total H&h received from my insurance claim. I never received an itemized bill.
Thank you very much for your prompt attention to this matter.

Sincerely,

***** *****
Business Response
Date: 03/19/2024
Ms. ***** is entitled only to funds that are not related to roofing services rendered by His and Hers Roofing. Those funds are determined not by us, but by her insurance company. Her insurance company determined that non-roof repairs totaled $5405.13. A copy of their estimate showing the RCV (replacement cost value) for this total is attached. We took this full number and subtracted Ms. *****'s $3,963.00 hurricane deductible that she failed to pay. She is obligated by Florida law to pay it, and we could be found guilty of a felony if we waived is. The difference between the carrier's non-roof repair number and her deductible is $1,442.13, so we actually paid Ms. ***** $0.27 more than we were required to.
It's important to note two items that will likely come up in a response. First, Ms. *****'s estimate includes a higher RCV for the fence, but her policy includes non-recoverable depreciation on it. You can tell that difference on the total estimate page where it described it to be non-recoverable versus the remainder of the interior being recoverable. This means those withheld funds on the fence are not recoverable by anyone. Second, and most important, recoverable depreciation is ONLY paid out by the insurance when the work is done. You'll see that the amount we considered as non-roof was done at the higher amount, since we were settling the claim. That means we accounted for MORE funds going back to Ms. ***** even though that work wasn't complete.
We've paid Ms. ***** for everything she is entitled to, plus some.
Customer Answer
Date: 03/24/2024

Complaint: ********

I am rejecting this response because:Your reply, though appearing to be very detailed, still does not address nor answer my concerns. The details I am looking for are those that explain the following claims as they appear in my Farmer’s insurance file:
Issued 10/31/2022 payment #1634490328 $696.57 payee H&H Roofing
Issued 3/9/2023 payment #1635575856 $21764.96 payee Robert ***** M*****
Issued 7/16/2023 payment #1636695578 $8000.00 payee ***** *****
All of these payments were forwarded and cashed by H&H Roofing regardless of the payee.
These are the quantities that my insurance sent to you. I am interested in the breakdown of these totals, and especially the payment issued to ***** *****. That payment was issued after I contacted H&H to inquire about the amount that corresponded to repairs not covered by H&H. As far as the deductible, that is reduced by the insurance company so I don’t understand why you, the roofing company, is retaining that from what the insurance forwarded.
Thank you for your prompt attention to this matter.

Sincerely,

***** *****
Business Response
Date: 03/25/2024
We were provided with 3 payments pulled from an insurance portal requesting a breakdown.
- Issued 10/31/2022 payment #1634490328 $696.57 payee H&H Roofing
- Issued 3/9/2023 payment #1635575856 $21764.96 payee Robert ***** M*****
- Issued 7/16/2023 payment #1636695578 $8000.00 payee ***** *****
The first 2 payments were made based entirely on the insurance companies coverage determination letter. That was previously included as an attachment to a response, which included both the carrier's payment letter as well as the insurance company's estimate. We attached copies of it once more for Ms. *****'s records. The breakdown is based on that and nothing decided upon by His and Hers Roofing, LLC. The final payment for $8,000.00 is based on a settlement related to the roof replacement, costs incurred and the final price of the roof as deemed to be sufficient by the insurance company. There is no breakdown in an estimate of this. The final estimate provided by His and Hers Roofing to Farmers was also sent to Ms. ***** on 6/20/2023, attached to a 10 day demand letter.
This complaint initially requested a refund for damage to a porch that existed before His and Hers Roofing was involved. Ms. ***** also appeared to have expected over $11,000.00 back in a refund. We previously provided a detailed breakdown of the funds related to the interior. In her initial complaint, she admits she is only entitled to funds for non-roofing repairs. As previously provided in a response, the non-roofing funds for repairs decided by her insurance company totaled $5,405.13. This was the most Ms. ***** would ever receive in reimbursement. Because her legally required deductible was removed from this, lowering her reimbursement, this is why she received a refund of $1,442.40. We're unsure what else Ms. ***** could be requesting at this time as we've provided all information and given back all funds due to Ms. *****.
Customer Answer
Date: 03/25/2024

Complaint: ********

I am rejecting this response because:
So you are stating that my roof cost $29019.13??? And that my insurance company determined that amount exclusively for the roof replacement even after deducting the $amount corresponding to the deductible I am responsible for?

Sincerely,

***** *****
Business Response
Date: 03/26/2024
The insurance company dictates what payments are made for each and every claim. The insurance company makes the decision on what to pay We previously provided you with the proof of what your insurance company estimated and we are aware that you have proof of those payment through your portal. At this time, based on the response received, we're unsure what else we can provide. We're not aware of any still existing dispute between the complainant and His and Hers Roofing. At this time, we've provided quality service in replacing her roof and lived up to all of our promises while still refunding the complainant additional funds.
Customer Answer
Date: 04/04/2024

Complaint: ********

I am rejecting this response because:
In spite of all the tables and charts you’ve provided, you still continue to ignore my 3 basic concerns: the breakdown totaling the checks that were issued to you by my insurance company, the deductible you retained for yourself, and the reason for you retaining a check in my name. Nonetheless I feel it is useless to continue requesting the information. I will continue to explore what legal avenues I may follow so I can finally understand exactly what my insurance covered and what my insurance did not cover.
I need to understand why the hurricane damages that your company did not repair have not been covered by my insurance.
Sincerely,

***** *****
Business Response
Date: 04/08/2024
As with any insurance in the United States, a deductible is owed by the consumer. If we use a car accident as an example, a consumer would pay the body shop their collision deductible directly, and then their insurance would be any additional monies needed for repairs. The insurance would keep paying as work was completed until the car was back to its original condition. For property insurance, claims are first adjusted and a price for repairs is made before repairs are done. This means that the insurance company is estimating how much it will cost to do all of the work to the roof and inside of the home. They come up with a grand figure and reduce it by two items. First, the insurance reduces the amount by recoverable depreciation. This is the different between the cost of item at brand new minus the age based on the value lowering each year. Second, the insurance company the reduces the price by the deductible. They do this because they expect, by law, that the homeowner pays it along with whatever monies their insurance pays. Essentially, the insurance makes payment in good faith that the deductible will be paid directly from the homeowner’s own account. Insurance companies do not pay the deductible for a homeowner. Insurance companies do not “take out the money” from their overall payment – they remove the homeowner’s obligation from themselves.
We did not keep Ms. *****'s insurance for ourselves. We are legally owed the funds by Florida law. We've previously explained this to her but it is also listed as an obligation in her contract. Additionally, the checks issued for the claim have her name as the assignor, meaning she assigned her claim and those claim benefits to His and Hers Roofing. Our contract with Ms. ***** allows us to collect those funds. That contract is based off of what Florida law allows us to do. This was explained before she signed and left with her in copy form. Not once was this concern mentioned to us until she filed this BBB complaint. Finally, we explained the checks issued by her insurance and previously provided her carrier's breakdown in letter form. It appears Ms. ***** does not like the charts and tables provided, but that is a problem she can address with her insurance company as they created them. We've provided every service to Ms. ***** she was entitled to and gave her a fantastic final product.

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