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:05/19/2025

  Type:Order 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 am the owner of three duplex apartments and one single-family house in ********, **. On September 28th, 2024, these rental units suffered severe damage from Hurricane ******. I was fully covered by insurance, and they have paid the claims in a timely manner. Immediately after the disaster, I was approached by two people claiming to be employees of a roofing company by the name of Twister Roofing from *******. I signed contracts for the repairs to my property and was promised a swift response to my problem. We are almost nine months out, and my properties are not restored. I have just received a notice from the City of ********, **, that I will be fined an enormous amount if my properties are not repaired within a very short time frame. I allowed Twister to give me the insurance money, and I would sub the work myself, but they refused. They want to keep the money without completing the job. This is a possible criminal fraud case in *******. If work is not completed before the deadline set by the City, I intend to bring charges against Twister Roofing.

  

  Business Response

  Date: 05/29/2025

  Twister Roofing & Construction entered into an agreement with the complainant on 10/17/24 to repair the damages from Hurricane ******, which landed on 9/27/24. Four separate contracts were signed that day, each for the three respective rental properties, and one for a single family home owned by the complainant. 

  Twister Roofing & Construction inspected the properties and wrote our own estimates that are reflective of the damage present at that time, but because Georgia law does not demand that insurers work with and negotiate repairs with contractors, the homeowner is left to either trust the insurance company will be fair (which they are not - ever), or hire representation such as a public adjuster or an attorney. In the case of the complainant, after State Farm severely underpaid the claims, he hired Adjuster Groups public adjusting firm based out of *********, ********

  
  All 4 properties took on severe damage from ******. The insurer, **********, did write for repairs to the insureds property, but they, in no way, paid the claims. What they did do is try to exploit the homeowners lack of insurance acumen and/or construction knowledge, but paying a very small fraction of what the true costs of the damage was. In the interest of protecting the complainants anonymity, I have listed the properties below as A, B, and C. The dollar figures shown next to each respective property reflect the amount that State Farm initially paid for each claim (on the left), versus what was actually paid (on the right) on each claim, after State Farm was forced to pay what should have been paid from the beginning.

  
  $  ********* //  $ 72,994.08
  $147,179.26 // $184,581.50
  $   2,200.03  //  $ 25,597.60
  $   ********* //  $ 68,412.51

  
  So, to the complainants point that State Farm ...paid in a timely manner, I must clarify that this statement is not entirely accurate. Yes, they did pay a very small portion of the respective claims in the legal amount of time they are allowed, they were categorically acting in bad faith by NOT paying what they should have paid from the outset. On properties A, C, and *********** paid 17%, 8%, and 39%, respectively, of what was actually owed to indemnify the insured. None of the amounts shown above were sufficient to start the rebuilding process of the complainants properties. In addition, the public adjuster requested no work be done until the claim is settled, because subsequent inspections were required for them to negotiate the claim with the State Farm. If the work had been completed, and they needed to reference any part of the dwellings that were damaged, the evidence would be gone. 
  Twister Roofing & Construction has called Adjuster Groups multiple times per week for updates, and almost every time they do not answer the phone. If they do answer the phone, they make excuses as to why the files are laying stagnant, and not being worked on. Twister has exhaustively pushed Adjuster Groups to work these files, but we are ignored and brushed aside every time we try.

  
  As of March 10, 2025 (nearly 5 months after they acquired the claim files) Adjuster Groups had not settled a single claim. This is egregiously incompetent, and out of hundreds of clients we have, about 50 of them have hired Adjuster Groups (Licenses ******* and ********. We have encouraged them all to file complaints with the BBB and *****************************************

  
  It was not until March 17, 2025 that we got some checks on these properties, so that we could move forward with repairs. From the time we receive checks, we have to order materials, file permits, coordinate our installation crews, set inspections with the respective municipalities, etc. The normal (non-hurricane)  insurance claim takes ***** days from the date the claim is filed to the actual date of roof installation. So, under normal circumstances, the timeline of this project is about average, since we only received money to perform the work 60 days ago. Twister has also continued to install temporary tarps at our own expense, in attempts to mitigate further damage to the claimants properties. We have done this while Adjuster Groups was sitting on these files, but not resolving them.

  
  A couple of these properties required much more than just the roof, too. There was structural damage that needed to be inspected by architects, and design plans that were required to be submitted to the local municipality for approval, and subsequent inspections that were required. 
  Twister Roofing & Construction has been in constant contact with the complainant. We have updated him along the way, and worked diligently to get these jobs completed. He has every right to be frustrated and fed up with this process, but Twister is not the reason we are now 8 months after the hurricane event, and just now finishing up the work. The **** of responsibility for the delays lay with State Farm and with Adjuster Groups.

  
  Twister commenced work on the most severely damaged property on March 17, the very day we received money for the repairs. This property has had several inspection hurdles that were unavoidable, and not due to any work done (or not done) by Twister, such as previous electrical work not up to code prior to the hurricane event. Because of several unforeseen circumstances, work has been halted twice in the last 60 days by the local municipality. 

  
  As stated herein, there would have been no delays if  1.) State Farm would have paid what they should have paid from the outset, 2.) if Adjuster Groups would have settled these claims in a timely manner, and 3.) there were no pauses created by the inspectors. The City of ******** has gotten many complaints about the tarps being on neighbors roofs for 8 months, and rightfully so. Had Twister had the opportunity to make the requisite repairs immediately after signing the agreement(s) with the insured, wed have done so. As is played out, we were waiting on State Farm and Adjuster Groups for 6 of the last 8 months. 

  
  As of today, all the roofs for all these properties have been removed and installed. Much of the interior drywall work has been done, and what remains is painting, trim work, and cosmetic repairs. Our crews have been, and will remain onsite working until the required work is completed. There is no more threat from the City of ******** for tarps on roofs, as all work on the roofs is complete. 

  
  Regarding any legal action the claimant might consider, Twister is very well documented and has file notes supporting all that Ive stated herein. We also have file notes and text messages about our ongoing conversations with the claimant, as well as documents supporting what Ive stated about his insurer, State Farm, and their unwillingness to act in good faith to their policyholders. 

  
  Twister Roofing takes our clients opinions very seriously, and wishes for them to have the best experience possible, especially in a trying situation where personal property is damaged. We will remain in contact with the complainant until he is completely satisfied with the work done, and the minimal work that remains to be done.
  

  If BBB needs any documents that support our claims, please let us know what those are, and we're happy to provide them to you. 

• 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.

  Installed a asphalt roof fine but didnt' finish the metal roof. Installed with scratches and unfinished edges.

  

  Business Response

  Date: 03/08/2024

  To BBB:
  

  I am aware of this dispute, and have spoken to this homeowner many, many times. 
  I have gone to her home to speak with her in person, explaining that the metal roof was not damaged when we completed it (as seen in photos), and that there were several crews performing work on the same metal roof after the work was completed. 
  

  It is clear in the photos from July 5, 2023, the day the metal portion of the roofs were finished, that the siding was not completed. There is no way to finish constructing the siding without being on the metal roof. Further, the painting of the house was not complete, the soffits had not been painted black, and the fascia did not have the metal trim on it on that date. Twister did  none of the house or soffit painting, nor did we do the metal fascia cap seen in the photos of the home when it was completed. There were at least 3 different tradesmen working on the metal roof after it was completed, and it is clear that they did not put down any protective barrier on the metal roofs to prevent damage. Crews with boots and ladders were walking all over the metal roof after it was completed. 
  

  The homeowner called her credit card (*******) and said we did not finish the job, which is false. We did finish the job. When she did this, ******* rescinded a $10,000 payment. To date, we have not been reimbursed for that amount yet. The homeowner contends that ******* has refunded us the money, but we have had no such payment or notification that it would be happening. 
  

  Below is the first email I sent the homeowner explaining what my investigation found. I am attaching the photo sheets that correspond with the italicized email below. 
  

  ********************; 1/16/24 7:16 PM
  Subject: ROOF SCRATCH DISPUTE
  To: ************************
  

  ******,
  
  Per your text to ******* this morning, I have contacted you about this is***.
  The job is done, and has been done since 7/24/23.
  
  This is*** is not that the job isn't done, as you've professed it to be to Quickbooks. 
  After you gave false information to your credit card and/or Quickbooks, they unjustly took $10,198.53 out of our account. This is tantamount to fraud.
  
  The is*** at hand has nothing to do with "not finishing the job." It has everything to do with your brand new metal roof being damaged with scratches. 
  
  I have attached photo sheets showing a) the roof before we started, b) the roof during the process, c) the roof when it was completed, and d) the roof after your other subcontractors had walked on the roof, damaging it.
  
  When I came by your house to discuss these is***s, I advised you that I saw scratches all over the roof that were not there when we completed the roof. I noted that there were scratches that seemed odd, but would investigate further, by talking to my crews that installed it. In that process, I texted you on 11/28/23 to tell you that I am still working on it.
  
  Two weeks later on 12/13/23 I got notification that you reported that we obtained money for an incomplete job, which is categorically untrue. I have submitted my response to them explaining everything that I have explained to you. 
  
  They state that it can take up to 50 days to resolve the is***. If they find in your favor, I will file a lawsuit against you which will also include language that states our attorney fees will be paid by you, as well. 
  
  The reality of this story is that your General Contractor had multiple crews out AFTER we completed the metal roof portions of your home, who were on the roof with boots and ladders, which scratched the metal roof. Your *************** that walked on the roof included, but was not limited to siding installers, fascia and soffit installers, and painters. 
  
  My photo sheets show that the metal roofs were done before the siding was finished, before the soffit/fascia was finished, and before the painting was finished. It is impossible for those trades to be completed without traversing the metal roof portions we did. 
  
  The culpability lies with your GC and his crews. They are liable for the damages and repairs. The dents and scratches in the photos are irrefutable. They were not there when we were done, and they are everywhere after the other crews finished the exterior of your home.
  
  I have had this all ready and prepared to discuss with you, but ceased all communication with you because of your fraudulent claim that we did not finish your roof. 
  
  My attempts to resolve this is*** with you (before you made the false claim) were made in good faith, offering to use touch up paint in those areas, and even came to an agreement to supply free labor to install new metal, if you paid for the metal. 
  
  I will not be doing anything to resolve this until we are paid in full again.
  Frankly, I am at a loss that you're blaming Twister Roofing for this, rather than who actually did this damage, your contractor's crews.
  
  Respectfully,
  
  ***********************, MBA, PhD ************************************************ Roofing & Construction, LLC
  ***************************************************************************
  Office: ************
  Cell: ************
  Email:  *******************************************************
  Website: twisterroofing.com
  

  The homeowner refuses to acknowledge anything that I have said, or display any sort of decorum when speaking to me. It is utterly accusatory and full of malice. She will not accept any form explanation, nor reasonable resolution from me. I offered to help her with this is*** by speaking with her General Contractor, but she refused it. 
  

  Below is the final email I sent the homeowner. If you read my detailed explanation below, what I am explaining is irrefutable. She has it in her head that we caused the damage, and we did not. She will not hear anything I am saying, and through a series of texts and emails, it was clear to me that she was incapable or unwilling to be rational. She looked up my personal ******** page and sent me a private message threatening me. That is when I told her to stop contacting me, and she proceeded to write horrible things about my company on ********* and file a complaint with BBB.  
  

  This is the most recent email I sent to the homeowner explaining what happened. Ive italicized it for you so you can see the start to finish. 
  

  ********************; 3/6/24 7:37 PM
  Subject: Response to your ******* Dispute email
  To: ************************
  

  ******,
  
  Based on what you provided, there seems to be a disconnect with what I said vs. how you are translating it. 
  
  When I stated that I was still working on it, I meant that I was reviewing the file photos, reviewing the timeline of various contractors working on your new home build, and trying to determine who caused the damage to your metal roof. I did not say or imply that I was working on replacing your roof, especially before I determined who caused the damage.
  
  I would like to (again) bring your attention to chronological photos that immutably show who is at fault for damaging your metal roof. 
  
  In your (attached) ******* Dispute, on page 2 of 9, there are 2 photos (dated July 8) of the front porch metal that appears to have scratches on it. The other photos show similar things, but since they were all taken at the same time, these two photos best show what I need you to see (again).
  
  Please look at the top of the metal roof, where the metal meets the front wall of the second story. Do you see how the yellow siding goes all the way down to the metal roof? The siding is fully done, and there are no missing pieces at the corner trim or the bottom row of siding.
  
  Now look at my (attached) photo sheet of exactly the same area. The photos on page 1 of 2 (dated July 5, three days before your photos) show the completed metal *************** in exactly the same place(s). Now look at the bottom of the yellow siding where the metal porch meets the yellow siding. Do you see where there are pieces of siding missing? The vertical corner piece of siding is missing at the bottom, and the horizontal pieces of siding are missing along the bottoms of the siding planes. You can still see the metal wall flashing because it had not been sided over yet. 
  
  This definitively proves that siding crews were on the metal roof, adding the bottom rows of siding, the corner pieces of siding, and were traversing the metal roof AFTER the metal roof was completed.
  
  Fortunately, all these photos are time stamped, so there is no more debate about it.
  Further scratches were added to the metal roof when painters were on the roof, as well. 
  
  The metal roof was not scratched or damaged when we completed it.
  I am sorry that it is scratched now, but my crews were not responsible for it. 
  I don't understand why you keep coming after me for it, when I have repeatedly explained and shown you that it was subsequent crews that did the damage. 
  
  You need to be going after your GC and his crews for the damage, not me.
  What I did offer before, and will reiterate, is that I will provide material and labor to replace it for you at my cost, but I am not paying for damage that my team didn't do. 
  
  If you try to *** me or contact the BBB, I will provide the same evidence I have repeatedly shown you, and I am confident that I will prevail, because we didn't cause this damage.
  I provided the same information to ******* when you disputed this work, and they found in my favor, as well. Why? Because what I am saying is factual. You are falsely accusing Twister Roofing of something we did not do. The photo evidence doesn't lie.
  
  If I have to hire an attorney to defend my company against these false allegations, I will demand my attorney's fees be paid by you when I prevail.
  
  I'm happy to provide my documentation to your GC, so you can get this resolved, but I am not entertaining any more accusations from you. I've gone above and beyond what is reasonable to show you the reality of your situation. It is up to you to accept the truth.
  
  Respectfully,
  
  ***********************, MBA, PhD ************************************************ Roofing & Construction, LLC
  ***************************************************************************
  Office: ************
  Cell: ************
  Email:  *******************************************************
  Website: twisterroofing.com
  

  I have a series of texts that also illustrate that she hasnt even read the emails. She keeps referring to the scratches being present before the house was painted. It does appear that way in the photos, but I repeatedly tried to explain that the siding crew was there 3 days after we finished the metal roof, and they contributed to the scratches that seem to be present on the photos she provided. 
  

  I do believe that all the subsequent crews contributed to the damage on the metal roofs, but the first negligent crew was the siding crews. There are ladder scratches on the metal too, which was most likely caused by painters trying to reach the upper portions of the siding and soffit areas. 
  I have those texts, should you need further evidence. 
  

  
  

  

  Business Response

  Date: 03/08/2024

  PDF Letter I wrote explaining the scenario.

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21399488
  
  I am rejecting this response because: the job was NEVER finished as was promised over and over again. His workers damaged my roof as shown in the text I sent his manager ****** back in July of last year. She confirmed that there was scratches and edges that needed to be completed with the metal roof. The asphalt section was completed but as far as the metal, it was not. He came out and told me he would address it back in November and he never did. He gave me his word telling me he was a man of his word. Which is was not. If you look at the pictures I sent, there was no paint when I reported the damage to ******. His pictures show the house completed and the damages are not visible. Why would I waste my time filing a complaint on a completed job?  He actually did the same thing to another neighbor down the road. Never finished her copper roof. Hes not a professional and I am incredibly frustrated with ***. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/12/2024

  Attached is the completion photos of the metal roof, so stating that it is not complete is categorically untrue.

  Further, the comments about painting is reinforcing what I keep saying. I have explicitly explained that the siding crews were the first to scratch the completed metal roof. This is evidenced by the photos I provided that show the metal roof installed, but the siding was not completed. Three days later, when the complainant shows time stamped photos of the purportedly scratched roof, the siding is then completed, which means the siding crew walked on the metal roof during that three days. 

  I have pointed this out innumerable times to the complainant, but she refuses to acknowledge it.

  Regarding the painting crews, soffit crews, fascia crews, they too walked on the metal roof and set ladders on it to finish their work, and they did not put down protective measures to ensure the newly finished metal roof was not marred, thus creating even more scratches. 

  The bottom line is I shows finished photos of the metal panels from July 5, and the complainant shows scratched metal roof from July 8. 

  The only thing that happened during that time was the siding crews walking all over the metal roof. 

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21399488
  
  I am rejecting this response because: there were no siding crew on that roof as stated. Multiple texts were sent to office manager ****** the day after the metal roof was installed stating that scratches were left from the only roofing crew that installed. Scratches were left by Twister roofing installers as well as the edges are STILL not completed as stated by the owner of the roofing company. I wouldnt waste my time if the owner would have just completed what he had promised to me. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/20/2024

  This back and forth is redundant. I have explained this a dozen times, at least. I will keep this as simple as possible.

  There are 3 photo sheets. The first one shows photos from June 6 and May 27. These photos show that we had already installed the underlayment (with red print on it) and flashing (silver colored metal). The flashing is required to be installed before siding because siding goes over it. These photos show that the siding was installed, but not at the bottom, because we have to install the metal roof BEFORE the siding can be COMPLETED. Clearly, you can see the siding is NOT complete on these dates.

  The second photo sheet shows that the metal roof installation was complete, and time stamped July 5. You can tell in these photos that the bottom portion of the siding is still not complete. This is because the metal roof has to be installed BEFORE the siding can be completed. The metal roof panels are also installed OVER the silver flashing, just as the siding goes over it. You can clearly see the siding is still NOT completed, but the metal roof IS completed. This is July 5.

  The third photo sheet  shows photos provided by the complainant that show scratches are dated July 8. The texts with ******, a former employee, are also dated July 8. Please note in these photos that the siding IS COMPLETED, down to the metal. This means that the crew got on the metal roof between July 5 and July 8 to finish the siding that was previously unfinished. The metal roof was scratched between July 5 and July 8. 

  I cannot make this any clearer than I've described herein.

• Initial Complaint

  Date:06/12/2023

  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.

  Had them come to fix a small hole in the roof, they came said it was fixed. Next rain storm, leaked in same spot again. Would not come back to see why it was still leaking. Had to get another company to come and fix it. They told us twister roofing forgot to put tar down for the shingles. It was not fixed at all. Cost $669.00 for them to fix nothing.

  

  Business Response

  Date: 06/12/2023

  Thank you for bringing this to my attention.
  We went to repair an existing leak that was on the roof of this rental property. 
  I believe the tenant was trying to get his money back (without telling his landlord, who ultimately paid the bill) for work that we did. I attached a photo sheet that shows the interior damage and improperly installed shingles before we performed work. I also am attaching the HydroScout report showing the technician damaging the repair job with pressurized water being shot the wrong direction.
  The roof did not leak, as evidenced by the HydroScout report (attached) that shows no elevated moisture levels in the closet ceiling when there was 1/2" of rain present that day...but after the technician used pressurized water and shot it up-hill (the opposite way water flows on the roof), only after then did the moisture detector find elevated levels of moisture. 
  Further, shingles are not designed to withstand pressurized water shooting in the opposite direction of the way in which water normally flows, thus voiding any warranty we had on the work we performed. 
  There are 3 attachments: File entries of this client's file from our CRM, the diagnostic report with photos, and a photo sheet of the problem and our solution.
  Please call me with any questions, and forgive the attachment quoting our client's profanity.
  Joe G******* ************