Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/04/2023

  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.

  HHR's focus was to get the insurance company to cover the claim and they were successful. When the rep came out to color match, we asked to see the metal roof options as FL's sun is brutal. They stated, they only work with shingle roofs. We advised our preference was metal but reviewed the options and asked how much to upgrade to the "pro" shingles. After a comparison, we decided to go with the metal roofing. We were told if we chose to do a metal roof, there would be a 20% fee taken from the ins payment. I asked where I could find this information. He referred me to the manager as he couldn't provide where. I spoke with the office manager Michael and explained our situation. He confirmed there was a 20% fee. I asked where can I find the "administrative fee" on our signed paperwork to confirm the percentage and if the amount was negotiable as it was not on the agreement. He said "they've never put that information on the paperwork or contracts. He then informed me the signed agreement technically allowed HHR to take 30%,40%,50% or the whole amount should they so choose." I was disappointed the response and lack of transparency. I provided feedback from a consumer's perspective, that should be considered and implemented. If that information was included in the agreement, we would not have signed with this company. 1. State the types of roofs they repair/replace (SHINGLE ONLY) to avoid situations like this. 2. They should be transparent and include all applicable "fees" in the assignment agreement. To ensure the consumer understands all the terms of the agreement. I submitted an email to cancel the work and requested a check not be sent, I can pick up the check. instead, they issued payment for less than the 20% that was discussed ($18,400) and said $22K was approved by the ins co. When Mike advised $23K was the approved amount. Also, I submitted a review. They responded that someone would get back to me and never did. Just issued the check w/o speaking with me.

  

  Business Response

  Date: 05/15/2023

  Unfortunately due to current regulations specific cancel fees cannot be listed on an Assignment of Benefits which is why it is not listed. As you can see by reading the contract it does give timelines/instances where you can cancel without fee. However, in your case where we had to use our attorneys and the legal process to get your claim paid out on, there were costs incurred and work done which is why the fee is being withheld from your return payment. The total approved amount of your claim was 23k but since you have a 1k deductible the payment that was sent to us was for 22k. To calculate the cancel fee we take the total job cost 23,000 x 20% = $4600 fee. We received $22000 - $4600 = $17,4000 your return amount. Our team worked hard on your claim for a year before insurance finally came to an agreement where they had previously denied, and while I understand your frustration with the fee we could not work your file for a year and take it from denied to paid out on without incurring costs. Our goal was only to help with the claim and replace your roof as the contract states, we would gladly have replaced your roof with your only expense being your deductible but since you elected to cancel we do have to cover our costs which is why there is the fee. 

  Customer Answer

  Date: 05/23/2023

  
  Complaint* ********
  
  I am rejecting this response because: The attorneys were paid separately for their work in getting the claim approved. In addition, we asked to see a copy of the check the insurance company issued as we've received conflicting information throughout this entire process. That has not been received. Also, I have yet to receive any payment. When I submitted the cancellation, I specifically asked not to have a check issued as I have problems with my mail. I offered to personally pick up the payment to avoid any issues and called on 3 separate occassions to ask for an ETA of when I could pick up the check.  It's been almost a month since the 'check was issued' and no one will return our calls or emails for payment or to get a copy of the check issued by the insurance company. Lastly, when you call the company, the automated system says all calls are recorded.  When I spoke to Mike the manager, he told me the payment would be for $18,400, not $17,400. I asked to have the call pulled to verify the conversation and the amount I was told. Again, there was no response after being promised someone would follow up. I will include the email correspondence for reference.

  Again, I reject this response as this issue is not resolved. 

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

  

  Business Response

  Date: 06/02/2023

  We have spoken regarding this matter several times both on the phone and through this platform. The check image has been sent to you to verify what was paid to us and the amount of the refund was explained in the last response as well as on the phone with you. If you haven't received the check from us please call or email our office to coordinate a time to pickup the check.

• Initial Complaint

  Date:04/27/2023

  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.

  His and Hers Roofing began replacing my roof on 2/22/23. It has failed inspection 4 times. Inspector told the company that the roof needs to be completely redone due to nails wrongly installed. Today is 4/27/23 and I have not heard back from them, and my homeowner's insurance paid them on 9/2022. I would like His and Hers Roofing to refund me all the money so I can go with a reputable company.

  

  Business Response

  Date: 05/22/2023

  We are proceeding with a removal and replacement in order to ensure this home will pass inspection up to code.

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our roof installed January 24th of this year. The original date for installation was December 12th, 2022. The Friday before the original installation date, the company was supposed to drop of the materials. I called the day of, and they claimed that they tried to reach out to me, but the materials were not available yet. I understood at that time. So, they rescheduled the delivery of materials to January 6th. Again, I had to call the day of, as the materials had not been delivered by 3 in the afternoon. They had yet another excuse as to why they could not deliver or install at that time (no permits ready). We had to reschedule again for January 20th. They finally dropped materials off. Every time I had someone working on my account, they didn't work there anymore the next time I called. The install went fine. After the install, it took days for a rep from the company to come and check my yard for leftover waste and nails. And check on the job that was done. Then, my husband noticed that they cut my siding incorrectly and messed up the side of my house. We reported the problem. They said that they would look into it. They were sending reps to my house without notice. No phone calls to let us know someone is stopping by. They claimed they would call us back when they heard from the production manager. But never did. We always had to call them to find out the status of our claims. Then, when they say they will get back to us, they end up sending an email. I called yesterday, and my project manager Trenton said he had the production manager sitting right next to him and put me on hold to get an update. They then left me on hold for an extended amount of time and the phone was disconnected. I then received an email stating that the production manager was out of the office. I have emails saying they will get back to us and hear nothing. Now they are ignoring our calls. I do not recommend this company. They lack communication skills and customer service.

  

  Business Response

  Date: 04/18/2023

  This roof and all repairs have been completed and the roof has passed inspection. 

  Customer Answer

  Date: 04/26/2023

  
  Complaint: ********
  
  I am rejecting this response because: Even though repairs have been made. No one from His and Hers has communicated with us or even come out to inspect the repairs that were made to see if we are satisfied. Customer Service from this company is poor and below standards. There is still a large gap from the siding and the roof that should have been fixed.
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/28/2023

  We communicated with Mary on 4/14 regarding the repairs that were taking place that day. No one was going to be present during the repair so she stated she would take a look at them when she arrived home and reach out if there were any issues. Based on our records there was no further communication from her stating she was unhappy. I see the photos you uploaded and our repair crew will come back out to fix the board that is sticking out slightly and just for aesthetic purposes we will line up the siding and cut it to be a straight to match the slope of the roof. However the siding cannot be touching the shingles, this is a code issue and it is required for there to be a gap. Please see the photo I attached to this response. 

• Initial Complaint

  Date:03/10/2023

  Type:Customer Service 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.

  His and hers roofing knocked on my door in 2021 and opened a claim with Security First for roof damage they saw. The roof didn’t need replacing. I changed to citizens insurance in November 2022 and had no open claims or I wouldn’t have gotten coverage. This claim was reopened this winter by the roofing company. I wasn’t informed and only found out because my new insurer, Citizens dropped me due to this open claim. I went to the roofing office today and was told they submitted everything the close the claim last week. Security First says it’s still in litigation. His and hers roofing won’t give me any information on the attorney or whoever is handling this litigation on a case supposedly representing me and my property. I can see online that a $5,000 payment was made on march 2nd and it wasn’t paid to me. I would be happy to not expose their criminal activity if they had the legal department properly close this claim. I can’t get any information from them on MY CASE. I currently have no property insurance and can’t get it until this claim is closed. I’ve been calling them for 3 weeks and keep getting the run around and “we’ll take care of it”. I’m literally at a dead end with the same old roof, zero insurance coverage and “someone” was paid $5,000 and it’s STILL an open claim.

  

  Business Response

  Date: 03/13/2023

  3/9/2023 this was dismissed. It's public record. I need the Better Business Bureau to take these allegations down on this complaint. This is no longer a customer and this was a legal matter. 

  

  Business Response

  Date: 03/16/2023

  The homeowner signed an Assignment of Benefits Agreement which allows us to handle the claim with an attorney. The homeowner requested to cancel and the attorneys cancelled there was a confidential settlement reached with the carrier for fees. This is a legal matter that can't be discussed publicly. We have since been in contact with the homeowner and provided them with the documents that the case and claim are closed. 

• Initial Complaint

  Date:03/06/2023

  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.

  We had a consultation with the company for a new roof. After our conversation, they forged documents to process a claim through insurance. They were paid $18k. We demanded a refund. They sent back $13k, not even enough to cover a new roof. We want a full refund for what our insurance paid.

  

  Business Response

  Date: 03/06/2023

  We do not have a contract with the person who filed this complaint. The person that filed the complaint is also not listed on the property appraiser for this property.

• Initial Complaint

  Date:02/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been trying to get an update on my home at ***** ******** *** ******** ** ***** when it comes to the insurance claim & replacing the roof & I keep hearing the same story (that they're waiting for the FIGA Documents, since my Insurance company went bankrupt during the claims process.) I sent these documents via email on 8/23/2022. I originally started the process of having the Roof replaced on 10-15-2021 (!). The thing that's frustrating here is that we've had a dozen people in our neighborhood replace their Roof since 2023 started but somehow here we are stuck in Limbo & I have no idea what's going on. Anytime someone from H&H reaches out it's the same exact question & has been for the last 6+ months, they've been asking for FIGA Documents which again was sent on 8/23/2022 at this point this must be some canned Phone call/Email Response. I don't understand, how hard is it to give an actual appropriate update & a true status update on where you are in the process? I look at the amazing reviews H&H has online & can't figure out how you all can be the same company, that has given my abysmal & subpar service. I need a MANAGER or DIRECTOR to contact me, with an actual plan on what's happening & some type of update so we can figure this out. It's been 1 YEAR & 4 MONTHS & not a single thing has been done outside of a Tarp on the top of the house (05/22), due to a leak that occurred after the Claim was made, surely this isn't acceptable? To make matters worse H&H originally installed the Tarp on the wrong house & had to end up coming to my house to do the install days later after they were supposed to show up. We need to figure something out, because at the point I'm at it may just make sense to end the claim entirely & go elsewhere because if H&H isn't going to show me that they are going to do what's necessary to help me, it doesn't make sense to see this through. If you guys can't do the job CANCEL THE CONTRACT so I can move on with my current Insurance company

  

  Business Response

  Date: 03/09/2023

  We've spoken to the homeowner and we were able to get this claim settled out and we are pending putting the homeowners roof on. 

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  His and Hers Roofing was going door to door and this should have been my first clue that something was not right. But, I had a small leak in my living room which damaged my wood floors and was going to start calling roofers for inspections anyway. They asked me to sign a form which, I was told, was to allow them access to my roof and also to speak directly with my insurance company. I should have read the entire form then but the saleman was quite pushy and I am a first time homeowner, and didn't know about AOBs at the time. I have since read it and it is full of typos, misspellings and is actually an AOB removing any influence I have on this claim going forward. The salesman told me I would be able to get new gutters and screens and also have the interior damage covered. He also promised me credits towards my deductible if I referred them to my neighbors and allowed them to place signs in my yard. I now know this is illegal. Long story short, after hearing nothing, I recieve a very large check in the mail from my insurance company with His and Hers listed on the check. Unbenownst to me, they sued my insurance company. It has been over 5 months, they refuse to give me any of the money for interior repairs saying the insurance company "denied" them. However, the check was for $15,000 more than their "good faith" estimate and also the amount they claimed as the value of the project with the county permitting office. The insurance company settled for a lump sum to cover the cost of all associated dmamages related to this claim. And the cherry on top?....the insection failed and they haven't so much as called me to tell me. I had to look up the inspection myself. Now they won't reply to voicemails or emails.

  

  Business Response

  Date: 01/30/2023

  We have resolved the complaint with the homeowner

  Customer Answer

  Date: 02/03/2023

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

• Initial Complaint

  Date:12/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a representative come out to our home March the 28th persuaded ** into signing and assignment of benefits and his and her is roofing is holding $25000 from our insurance company and has not installed Installed roof yet. We're under the impression by ******* that they were going to start the roof repaired December 2nd and 3rd and that has not been clarified ******* has not been upfront or very informative about the process I wasn't even aware that ********** roofing obtained $25000 from our insurance company Until I called After a conversation I had with my insurance company. In addition To the $25000 hidden hers roofing is still asking us now to pay them $2500 for a deductible that has already been paid. This Has been a nightmare And we just needed to stop. We need to repair our roof we would like to revoke the assignment of benefits so we can hire a reputable roofer.

  

  Business Response

  Date: 12/07/2022

  We have spoken to the homeowner since then we are working on getting all the information and resolving the miscommunication with the process.

  Customer Answer

  Date: 12/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello,
  
  12/7 we spoke with *******; he is a manager. his last name was not disclosed. ******* advised we would receive cost for roof repair. Hers and Hers roofing has $25K of our money and we do not understand why they will not provide invoice for what the cost will be to repair our roof.
  
  His and Hers roofing has been inconsistent with information delivery, and it is making us very nervous as homeowners moving forward.
  
  Thanks,
  
  ***************************

  

  Business Response

  Date: 12/27/2022

  I'm sorry you feel this way the settlement is confidential but your insurance company is incorrect we did not get $25,000 for your roof. If you see the attached release we received $21609 to replace your roof. I've attached the original estimate from your carrier showing you it was underdeductible. Your deductible is the out of pocket cost for insurance claims I've attached a link to an article explaining what a deductible is here **********************************************************************************. Since we have materials allocated and costs involved in we will allow a cancellation. It's illegal not to pay the deductible and illegal for us not to collect it.
  
  See Attachment/File: simpson_-_executed_release

  Customer Answer

  Date: 12/29/2022

  His and Hers roofing is nonresponsive and hold our money they received from our insurance company and will not repair roof until we give them additional money. we have asked them several times for cost for the roof and MGR ******* said he would not provide to us and they have $25K of our money already in hand and asking for more money. H&H roofing initially gave a quote for $21,370 and they went behind out back and asked **************** for $60K when it does not take $60K to repair a roof. I will provide documentation if needed to back up what i am saying, this company needs to be held accountable for their underhanded business practices.

  Customer Answer

  Date: 01/04/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  His and hers roofing has not called us to confirmed
  any cancellation. His and Hers roofing is stating false information on funds received from Farmers for our roof. Two checks were issued to them, 1 for $3391 and another for $21,609 9/6/22 to make up total of $25K. Also, part of the funds received of $778.41 was to go towards our deductible but His and Hers roofing has requested on numerous occasions for us to pay more than what the actual deductible is at this time. We have no confusion on what the deductible is and requirements to pay it. His and Hers Roofing has also already confirmed receipt of the $25K so I don't know why they; *******/*******/******* and ***** are still trying to hide info and take from us. His and Hers roofing should be aware all details we are providing can be backed up with official documents.
  His and Hers roofing has also advised a permit has been received however Seminole county is not showing one issue on roof at this time. The question was not answered as to why His and Hers Roofing put in a claim for over $60K and just now confirming the cost for roof is $21,609. This can be proven also with supporting docs. This is sad that any homeowner would have to go through this when all we were trying to do was get roof repaired we didn't think we would go through all of this.

  

  Business Response

  Date: 01/07/2023

  Hi,
  
  Your claim was denied it was under your deductible of $2500. You or His and Hers Roofing would not have received a check for $778.41. This was for interior items that we considered in the price. His and Hers Roofing received $21,609 for the settlement of the roof. The $3391 was paid to our attorneys that got you a full roof replacement. We did not get $25,000 for your claim. Again we received $21609.
  
  We use the same software as the insurance carriers to provide itemized estimates. Many items they do not include we include on our estimate. We are not asking for the full itemized estimate price from our estimate.
  
  I will personally check on the permit on Monday to see where we are at in the process.
  
  If you wish to cancel you will need to email us directly at **************** and we will send you all of the funds we received minus the costs incurred to get your full roof denial approved.

  Customer Answer

  Date: 01/09/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  There's no resolution to this issue with his and her is roofing. When the claim was denied his and her's roofing should have reached out to advise the claim was denied and you were obtaining a lawyer to get roof claim approved. When ******* reached out to me she did not say anything about that, also why would you ask Farmers for over $60000 and give us a quote for $21,309. Our questions are not being answered and we don't know why.
  
  

• Initial Complaint

  Date:11/02/2022

  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.

  While I was still in the decision process, this His & Hers Roofing forged my signature to file a claim with my homeowner's insurance for a new roof. The claim was approved, and His & Hers roofing was paid. We did not, and will not replace our roof with these people. We had to file a police report for fraudulent activity and hire an attorney to get the insurance money back from His & Hers Roofing. Our case is currently unresolved.

  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 8, 2022/11/22) */ We have responded with Mr.********** outside of BBB. We are sorry for the confusion and look forward to providing him with a high quality roof! Again sorry for the misunderstanding.

• Initial Complaint

  Date:10/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company came to our neiborhood with a document to fill for inspect our roof. That was on march 19 this year. They inspected the roof and sent to my home insurance the inspection. My home insurance sent their inspector and determined the roof need a replacement The insurance paid but they did not accepted the agreement. They began a litigation with the insurance until the insurance paid the amount they wanted. This happed about two months. At this time they have not done the work. I have calling a lot to see what's going on but they do nothing.

  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 8, 2022/11/08) */ The roof has been completed since this complaint. We apologize for the delays from hurricane Ian.