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:12/23/2024

  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.

  ******* Restoration replaced my roof about 3 years ago. Recently with the hurricanes I experienced significant rain in my area. Lo and behold my roof began to leak and drip into my home leaving much of my new insulation soaked as well as cracked plaster and yellowing. I notified them immediately and sent images and video and advised this should be under warranty. Well, it took months for them to schedule someone to come out and do repairs. It was always an excuse. That guy has car trouble, that guy is sick, etc etc...Finally months after my request someone comes out and does work on my property. He removed attic insulation and put something around my chimney outside the home that now, no longer matches my paint and my home was just repainted last year. I have mastic half way up my chimney that is black over my light gray painted brick. Finally after weeks of runaround they send another guy out to do repairs who was delayed due to "a death in the family" so, it tells me they have one guy qualified to do the work. Anyway, the guy comes and starts working and ends up sanding through my ceiling. He has to leave to run to Lowes for supplies. 1.5 hours later he comes back and starts working again. 30 minutes later - "Hey I have to run to Lowes again." Like, did you not know what you were doing prior and as a roofing company do you not have supplies on hand for these types of issues?After an hour he comes back & does more work. Then says it has to dry before he can schedule yet another date to come back and finish it. Mind you, at this point after chasing them for months to get this repaired so my home doesn't look awful for the holidays I tell them it must be done prior to Christmas seeing as I'm having guests.Well, they schedule more repairs for Sunday Dec. 22. Ok, I email and text to confirm and they tell me "it will happen IF the tech chooses to work on Sunday". Tech calls at 2pm, shows up at 6pm and by 7:30 was sitting in his truck with incomplete repair.

  

  Business Response

  Date: 12/28/2024

  As you know, we were already scheduled to finish the repair on 1/11. Since that email was sent to you, I was able to move the appointment up to 1/7, with all that is left to be done is painting. We regret we were not able to resolve your issues sooner. I am sure it is very frustrating for you as it was also for us. We strive to adequately serve all our customers well. We offered a meeting with the owner as well to be able to address your frustrations directly. We also sealed your cracked chimney cap which was likely a contributing factor and we still recommend you hire a ***** or other contractor to address that problem as it will be reoccurring and has nothing to do with any work we did. What you see on the sides of your chimney was actually was was visibly present before we started your roof. We can provide the photos. We previously installed a counter flashing that covered it but which was not effective in resolving the issue with the chimney so it was removed and what you see has the same appearance as what was there before we even did the roof. You failed to mention your own scheduling restrictions where we were only able to come on Tuesday or Thursday - this is an accommodation which can significantly increase turnaround when return visits or rescheduling is needed. It is true that there have been vehicle issues, illness, two hurricanes, and yes a death. I will be sure not to tell the tech that you diminished the death of his father with quotes and disbelief. I'm sure he appreciated our accommodating such a devastating time in his life. I'm sorry it affected you as well. We do have more than one qualified person, thanks. We look forward to returning on 1/7 and finishing up the painting. It's unfortunate you felt the need to make a complaint when the resolution you requested is literally already being done. We never refused service and in fact continued service despite your chimney cap being in complete disrepair. We hope all your future interactions with contractors result in their same commitment to resolving any issues, even ones not their fault, without threats or complaints being needed....like us. Happy New Year.

• Initial Complaint

  Date:07/01/2024

  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.

  I had inspection reports and the job is not completed correctly there guys are on drugs this is not fair too the homeowner and there neglected too do proper work

  

  Business Response

  Date: 07/15/2024

  All work was completed at this property. The owner of DRI met with the customer following the completion of the roof. There was a some stonework that was not fixed in exchange for gutters being installed at the property for no additional charge. Homeowner agreed to these terms, file was noted, and credits were recorded according to the agreement made with the owner of DRI. No contact has been received from this client since June 6th when it was confirmed his file was considered closed and paid in full based on the credits given and the agreement made with the Owner of DRI. No report has been provided. We also assert that there was nobody sent to her property under the influence of any drugs.

• Initial Complaint

  Date:06/11/2024

  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.

  2.5 months ago I cwent on my roof & saw a ton of problems/corners cut they thought I would never know of. They're refusing to send the owner to lay eyes on it & to fix. Improper pipe ********** sheet installations resulting in leaks, to name a few. I notified them of the issues mid/early April 2024, sent photos on 4/29 & were told they'd get w/ the owner & let us know when he'd come agreeing the roof needed to be "redone." 4/30 we were informed owner was out of *********** hear back tomorrow, didn't happen. I reached out again on 5/3, was told he was at the new office & would take a look the first day he could, didn't happen. Reached out again 5/14 asking when he was going to come so this could be resolved, appt was set for him to come on 5/23 w/ his father. *******'s wife did not want him to go so she sent Will against our wishes. We called ******* asking why he wasn't coming, he claimed he didn't know & that she had changed it. Photos were sent directly to him on 5/23 **** stated 'he received them, **** would facetime him from the job (didn't happen nor did he get on the ***** **** was "setting up the repair for this weekend or at the latest Tuesday." (5/28) Will informed us we would receive an email with a proposed scope of work to review prior to repair, yet to happen as of 6/11. 5/28 came & w/ no heads up Will showed up again, stating he needed photos for them to order materials & that the work would take place 5/30 or 5/31 & left. 5/29 (again w/ no notice) *** showed up & refused to do the work ****** had told him to do (without our consent or knowledge) because it would cause more damage to the roof instead of properly fixing the problems. We were then told ******* would come look 5/31 (****** didn't like the answer he gave her despite ******* telling her he agreed & trusted his judgement.) 5/31 *** text us ******* isn't coming & they'd reschedule. After hearing nothing AGAIN 6/11, we called & were told not to call again & to contact his attorney.

  

  Business Response

  Date: 07/15/2024

  It was reported to our office by a representative of the homeowner that there were concerns regarding the flat roof on or around May17th. We scheduled an appointment to assess the concerns. on May 23rd. The Owner of DRI was unable to attend and an Account Manager was sent. The homeowner's representative let him access the roof and he advised that the Owner of DRI would follow up with her. A representative of the homeowner sent photos of concerns to the Owner of DRI. Based on his communication with her, we scheduled our technician to go perform a scope of repairs to address the concerns on May 29th.
  

   

  Upon arrival, the technician was approached and told to leave, demanding a full roof replacement be confirmed in writing and that no DRI staff was to come to the property until this was agreed to in writing. The owner of the home then demonstrated aggressive language and behavior towards our employee. It was reported a direct threat of violence was made against the owner of our company along with other threats that were made.

   

  We will not expose DRI staff or owners to threats of violence at a jobsite. This has created a hostile work environment.

   

  Final Inspection passed on March 4th 2022. We had a hurricane in September 2022. Furthermore, the cap sheet was tampered with by someone other than DRI where there was evidence cap sheet was pulled up from the roof edge. At this point we refuse to return to service this property due to the threats of violence made. We recommend he seek repairs from someone else if he feels it is needed and litigate with our attorney for any response.

   

  We will not respond to any further correspondence by text or email from this client. Please direct all future correspondence to our attorney, who has been copied on this email, information provided below.

   

  Mashsie & *******, P.A.

  Address: *******************************************************

  Phone: **************

• Initial Complaint

  Date:04/01/2024

  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.

  We hired this company to replace our tile roof following Hurricane ***. The roof was replaced approximately 8 months ago and was paid in full. We recently had the exterior of our house painted and the painter noticed an area ( which would have been difficult to see without the painter being up there to notice it) where the stucco siding was removed and had never been replaced. Despite repeated calls and emails to ******* Restoration, there has been no resolution to the problem. Most calls and emails have gone unreturned although they did send one employee out to photograph the area but have had no follow up since. At this point, we are going to be forced to find a company to repair what ******* left unfinished at our own expense.

  

  Business Response

  Date: 04/16/2024

  Stucco was cut in order to ensure the home was water tight against leaks. We hired a subcontractor to install new stucco where the stucco was cut and the work was completed on or around August 18th. The work was reported as completed. On March 3rd, 2024 the homeowner reported that in the course of having her house painted, the painter found an area that was missing stucco. We attempted to hold the subcontractor accountable for completing this stucco, which he was already paid for, by requesting he return to the home. After the subcontractor failed to show up as scheduled, we sent an in-house tech to complete the work. In fact, the stucco work was complete on April 1, 2024 according to our time stamped photos. I have provided before an after photos showing the stucco was completed. The painting was completed on April 4, 2024

  Photos of completed work:  *********************************************

  Customer Answer

  Date: 04/17/2024

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

• Initial Complaint

  Date:03/15/2024

  Type:Customer Service 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.

  The company put on a roof which leaked around a vent that they didnt replace causing damage to the interior kitchen ceiling and cabinet. They came and replaced the vent in the roof but have not taken care of the interior damage after several attempts. I have gone into the office and also called to no avail. Thank you for your help

  

  Business Response

  Date: 04/16/2024

  The homeowner came in on December 18th 2023 to report a leak around a kitchen vent. The leak that occurred resulted in a water stain on the ceiling and water marks on the interior of a kitchen cabinet over the stove. We came out on December 20th to perform the work needed to remedy the leak. The tech was not able to complete any work inside. The homeowner came in on December 29th to ask about the interior work needed. Unfortunately, her visit was not relayed to the appropriate department in order to get the visit scheduled. We have no record of any call or visit since December 29th, which was an understandably busy time of year. We regret that this task was lost however now that we have again been made aware, we have this visit added to our schedule for a tech to put a new laminate on the interior of the cabinet and treat the stain on the ceiling for May 13, 2024.  If this date does not work for our client, we ask that they communicate directly with our office in order to coordinate the work in the most efficient way possible. 

  Customer Answer

  Date: 04/16/2024

   
  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:01/17/2024

  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.

  Like many others, my roof was destroyed by Hurricane ***. It took a year, but I finally got my insurance money and a reasonable quote from Douglass Restoration. Or so I thought. For $14,901 they were going to redo my roof for me. For $1,650, they were going to do my soffits. Two thirds of the $14,901 total was due before starting and I happily paid my $9,934. Fast forward two months, they finally start after contacting them over and over again. It takes them less than a week. Mid week, I get a text message from the manager of the roofers. He tells me I have a lot of rotted wood on the top of my roof- 30 whole sheets of plywood will be needed to replace it all. I responded to his text and said okay no problem. The end of the week comes, they leave (they leave the dumpster in my driveway too), then the holidays happen and I dont hear from anyone until the new year. Finally, I get an email saying I can make my final 1/3 payment. I log in to the website to make it and I now owe $11,547. When I called to get an explanation, I was told its because they needed to use over NINETY sheets of plywood for my roof. NINETY. Now, I live in a ***** sq foot home- there is no way they used ninety sheets of plywood. I spoke to my public adjuster and he absolutely agrees, ** being lied to. He suggested asking for an itemized list and since asking for this list on the 3rd of January, I have not heard back from Douglass Restoration. I read the paperwork before I signed it, I saw they charge a crazy fee for each sheet of plywood. I agreed to pay for the thirty sheets I was told about via text message. The ninety though, that came out of nowhere and I will not pay for it- especially since nobody even talked to me about it. To try to make me feel better, they sent the owner out to talk at me. She kind of said oh well, it is what it is, try getting more money from insurance. I have the text messages between me and the roofing manager stating Ill need almost 30 sheets.

  

  Business Response

  Date: 01/18/2024

  One of our owners met with the homeowner briefly when he advised he got money from the insurance for the roof. I explained he can submit photos and invoice to the insurance to recover depreciation and be reimbursed for as needed charges if he has coverage in his policy. I let him know him that we would provide the invoice detailing the woodwork breakdown to him along with photos of the woodwork so he could send it to his insurance for reimbursement and we would gladly wait for him to receive those funds if it was needed. However, he signed a retail contract with us and he owes the balance due. I am not longer willing to wait. Our client was fortunate enough to have the insurance pay for his roofing work that was done with us through a standard retail contract. On line three of the contract is clearly states the as needed charges for woodwork that need to be done. In accordance with Florida Building Code we must replace ALL ROTTED WOOD and correct anything against code when doing a reroof. In this case 32 sheets were used on the main roof and 34 sheets were used on the flat roof (it was never 90 sheets). His roof had extensive wood rot. The project manager called him the first day to let him know the crew as already requesting 30 sheets and the roof was not yet fully torn off. We also performed an extensive repair to the transition between the two roofs which required 2x4's along with the sistering as needed throughout the rest of the home.  As needed line items are listed as needed because one cannot predict the extent of the woodwork that is needed until the wood is uncovered. We notified him the woodwork would be extensive the same day we discovered it, and we replaced all the rotted wood as needed in accordance with the Florida Building Code which governs our license. We passed final inspection. It is unfortunate when these unexpected expenses occur however we didn't build his home and we don't own his own. We only did the work needed to be complaint with the requirements of our license. The cost is not our burden to bear. We offered in house financing as well with no interest with a signed payment agreement. We mist be paid according to the contract he signed.

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21145974
  
  I am rejecting this response because: she did not give much of a response at all. Moreso, being a bully. I will wait no longer. I have been asking for this itemized list since January 3rd and was sent it via email on January 17th, after this complaint was already filed. I am expected to have it all settled and handled from my end with insurance companies and whatnot, but this ***** is allowed to take their time when something needs to be done of their end. I have had this ************* than two days now and youre expecting immediate money. Your big fact in this whole argument is that I signed a retail contract instead of another kind? I was only given one option, so that seems like another sketchy move by one of the lowest rated roofing companies in town. Reviews dont lie. You also like to keep mentioning that I was spoken to about everything when that is in fact a lie. The ONLY communication I had with the project supervisor is a single text message. Youre trying to say ************ roofing law blah blah blah but not once did anybody reach out to me to say hey you know thisll probably cost a lot more money than we originally told you. More than $7,000 more. You also like to point out the fact that it is not 90 sheets of plywood, but maybe you should have made your office staff aware of that too because the woman I spoke to on the phone, told me 90. Like 66 is any better. And 240 2x8s? Yeah, okay. If I could go back and look at your response, I would have a lot more to type but I am unable to.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/20/2024

  Again, you signed a legal binding contract. This contract follows industry standards for as needed items. We have attempted to accommodate your situation by advising you that you have the right to submit the bills to the insurance company for reimbursement which you apparently did not know based on your reaction when I told you this in person and, without any obligation on our part to so, we provided you with the listed bill and photos to send them. Nothing in our file says ***************************************************************** maybe it was not explained correctly, despite the written breakdown on file and provided to you. We even offered to wait for your insurance AND offered in house zero interest financing if they did not cover any part, the latter we are no long comfortable with offering due to the libelous nature of your actions. You are trying to paint us as low rated, crooked, and dishonest. We are none of those things. We do however enforce our signed contracts which clearly stipulate terms. We continue to wait for payment. We suggest keeping us informed as we allow some time for your to sort this out with them, again which we have no obligation to do because you are currently in default of your contract. Could communication have been better, more frequent, or more in depth? Sure, and we have discussed this example with our staff on how to take extra care to make sure clients are actually understanding the implications made by the notices being given about as needed charges. We appreciate the feedback in that regard and look forward to payment in full as we accomodate the time 

• Initial Complaint

  Date:11/14/2023

  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.

  Absolutely horrible scam of a company. They tarped my roof after the hurricane using carpet tack strips to hold the tarp on, it obviously blew off the next day. I had to repair their tarp job several times. Gave them my insurance information and they assured me they would bill and collect from insurance as is common practice after a natural disaster. Unbeknownst to me they wrote down my information wrong so they were unable to collect. 6 moths later I got served with a lien on my home from this sham of a company. They never sent a single letter, phone call, or email even attempting to inform me that there was an issue with billing, they simply put a lien on the home. Once calling and speaking to the owner (who yelled and cussed at my wife and called her horrible names), I took over. I demanded they send an invoice for the work they were claiming. They then sent a bill for **** square feet of tarp, however my home is only **** square feet and only half of the roof was ever tarped! This company needs to loose their business liscense!

  

  Business Response

  Date: 12/07/2023

  Thank you for bringing your concerns to our attention. We acknowledge the tarping work performed on your roof on October 5th, 2022. Subsequently, we submitted a bill to your insurance provider, reflecting the utilization of one extra-large full tarp and what seemed to be a second large tarp that was strategically cut to cover multiple areas. The billing encompassed one extra-large and one large tarp based on the photographic evidence of the work completed.
  In compliance with Florida Statutes, which stipulate a 90-day window for contractors to file a lien for the right to claim payment against a property for work performed, we promptly filed a lien for the services rendered.
  Upon reviewing our initial invoice with you on January 9th, we engaged with the tarping installer for more specific measurements which would exclude any waste that existed. Subsequently, on January 13th, we provided you with a revised invoice that reflected the precise measurements obtained from the installer.
  Following these discussions, you made a payment towards the balance on February 24th, prompting us to release the lien. As a licensed and insured roofing contractor in the ****************, we diligently adhered to the relevant statutes governing our industry.
  It is essential to note that our billing practices were in accordance with industry standards, allowing for the inclusion of waste in materials used. However, in response to your request and as a gesture of goodwill, we revised our billing to exclude the waste once we obtained more detailed information.
  We appreciate your understanding and cooperation throughout this process. If you have any further questions or concerns, please do not hesitate to contact us directly. We are committed to ensuring customer satisfaction and appreciate the opportunity to address your feedback.

• Initial Complaint

  Date:10/24/2023

  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.

  In general terms after hurricane ******** hired Douglass Restoration to put a new roof on my home . They came out after numerous miscommunications and repaired the roof but their employees caused other damages to my home in the process . They had someone come out to fix the repairs but not everything was completed and the repairs that were done were amateurish and temporary fixes. I was promised by the repair person who is an employee of the company if I paid him the money I withheld that he would be back to complete the repairs . I was given a a repair date on 6 occasions all of which were a no show , no call . I changed my plans to make myself available to their schedule which even included changing medical appointments and surgeries because this was a priority to me because I expressed to them I want to sell my home due to my medical issues. Ive been more than patient with them . Calls go unanswered and when I do speak to them I am given false promises . I am at my ***** end . I would like them to stay true to their word and repair the damages . I still have the permit hanging from my light post because I dont even know if the county approved the work yet .

  

  Business Response

  Date: 10/26/2023

  We take complaints seriously and want to address the concerns raised by the complainant. First and foremost, we understand that our client had some issues with the roof repair project we undertook for them after Hurricane ***. We deeply regret any inconvenience and dissatisfaction they have experienced. We appreciate the opportunity to clarify the situation and address the concerns they've raised. We acknowledge that there were miscommunications and issues that occurred during the project. We take full responsibility for any damages that *** have occurred during the course of the project and are committed to rectifying the situation. We understand that there were promises made regarding the completion of the repairs. We apologize for the multiple occasions when we failed to meet the scheduled repair dates and for not providing the expected follow-up. We understand that they changed their plans and made personal sacrifices to accommodate our schedule. This is unacceptable, and we sincerely apologize for the inconvenience and distress it *** have caused.

  
  We would like to clarify that the final inspection of the project passed in May, and the pressure washing was completed on September 29. However, we acknowledge that there *** be some outstanding work, specifically related to touch-up paint, that has not yet been addressed. We apologize for any delay in these final touch-up procedures.

  
  We want to assure our client that we are committed to resolving these issues promptly. Our team will return to address the touch-up paint next week as promised. We understand that they are facing personal challenges due to medical issues and is eager to sell their home. We are dedicated to ensuring that the repairs are completed to their satisfaction, allowing them to move forward with their plans. We appreciate their patience and want to make this right.
  

  Our company is committed to providing high-quality service, and we deeply regret any inconvenience that they have experienced. We are taking this matter seriously and will do everything in our power to ensure a prompt and satisfactory resolution. We appreciate their understanding and patience. Our customer's satisfaction is of the utmost importance to us.
  

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20774575
  

  Although l appreciate the businesses acknowledgement; 
  I am rejecting this response because: the business is only acknowledging the need for paint touch- up which was completed today . However , they are aware that there are pavers in my driveway that were cracked by a faulty wheel on the dumpster used that need to be replaced and the paver order  info was all provided to two different employees both *** and ****** months ago . As well , there are cracks in the ceiling /wall from the tresses  when the roof was repaired which need to be repaired as well as the eave trim needs to be secured properly . There are shingles on the front over- hang that are still lifted up which I was  told would flatten in the heat . Well its been 7 months of heat and that hasnt happened yet . Once these items are repaired to my satisfaction I would be happy to accept the businesses response.
  
  Sincerely,
  
  ******************* , MED , LMFT , LMHC

  

  Business Response

  Date: 12/13/2023

  The owner of the company showed up to an in person appointment on April 17, 2023 however the homeowner did not show up. We feel it is necessary to meet in person as we attempted to in April in order to review all remaining concerns and agree on the resolutions. We are sending a email with dates/times that will work for our owner.

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 20774575
  
  I am rejecting this response because: Please be advised that yes it is true the company came out without my presence as I attempted to reschedule but was advised if I had done so they may not be able to come out for several months to access the damages . I spoke with the owner(at which time I did not know was the owner)  while he was present  at my home and I advised him of my concerns of which we disagreed on the quality of their work . This was a crew they had never worked with before and I was later ac shes never worked with them again . The call did not go well. As a result I called the Company requesting them to come out to make the repairs . A man name *** came out and I pointed out the damages . He assured me that if I paid off the remaining balance of which  think was $9000 that he would ensure the damages were repaired . This never happened . They had a dumpster in my driveway for months approx a month before the repair and approx a month after the repair . As the dumpster was being pulled out of the driveway it damaged the pavers as there was a rusted broken wheel on the dumpster that didnt spin .  I went through the trouble of researching the name of the pavers and where to buy them and provided this info to the company on several occasions . All of which was seen by *** and it is very obvious based on the location of the dumpster that it caused these damages . As well , there were damages inside that *** felt were potentially caused by the roofers when placing the shingles on the roof. The drip edge on the house was put on extremely amateurish and was dirty because by the time they came to put it on it had been outside in the dirt and exposed to the elements for a month .  They told me that the shingles in the front of the home would settle down which they have not in a years plus time . Again he was supposed to come back to make these repairs but instead I had to chase down appointments for them to come that were never kept and they never even had the courtesy to even call to cancel . There were a minimum of 4 canceled appts which no one ever informed me of . 
  
  I am not sure at this point what their expectations are as it is unclear to me in their last correspondence. My hope is they will make the repairs that they caused . 
  
  They did come and repaint the area in the front of my home  that they initially spray painted with a different color than my home to cover the the tar left on the house and they did come back to scrape off all the tar and repaint it a similar color . They did attempt to flatten the shingles in the front on the overhang of m home but honestly it should have been relayed properly . I as a lay person shouldnt have to tell them what or how to do their job . But to leave damages especially to the front of my home and to leave things unfinished for over a year is unprofessional. They have the time to put adds on ******** to solicit more  business than they must have time to come back and fix the damages they caused to my home . Namely , the pavers , drip edge and inside damages . 
  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 01/08/2024

  As previously stated, we require a visit with the homeowner in order to stay on the same page and in agreement of what will be completed. We will continue to reach out to schedule the in person visit.

   

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 20774575
  
  I am rejecting this response because: Douglass Restoration came out to do repairs but they were unable to complete them because they did not have the proper supplies. They stated they would be back out in 4-6 weeks and they have not been back out since nor have I heard from them. Please advise when you will be coming back out to finish the project. 
  
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 05/15/2024

  We are still on standby to install the pavers. This issue had been sourcing materials for it. We have now been updated eta for pickup to be 4 weeks. We will circle back around to schedule when we get a more precise pickup date from the supplier.

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 20774575
  
  I am rejecting this response because: as mentioned the job and repairs still are not completed and most likely wont be completed for another month or more . Once the repairs are complete I will accept and close the case . 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/11/2023

  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.

  These people have to be the most unscrupulous and incompetent bunch of narcissists I've ever encountered in my life. This forum does not afford me the space to post the detailed substantiated report I've prepared. So I'll summarize by saying I don't think I spoke to anyone who was truthful, other than ****** ******* was on time to pick up the first check. After he and I agreed on a price and payment plan, they kept trying to add money to the bill by claiming it was for extra products or services that would have had to have been rendered BEFORE we made our final deal.Even though I made them aware of numerous places where the metal panels had separated from each other around the middle of May, I've so far had 4 different people promise to fix them or have someone fix them at least 8 separate times with NO ONE bothering to ever keep their word!And did I mention I received a certified letter from their law firm telling me they'd recorded a lien on my property while I was waiting on them to tell me how they wanted to handle the final payment!

  

  Business Response

  Date: 10/18/2023

  We'd like to address a recent complaint regarding our roofing services. Our client initially entered into a service agreement with us on 10/1/2022, which outlined the work to be done as per the insurance-approved scope and pricing. However, on 12/15/2022, a new contract was signed, a retail contract with clearly defined terms for additional charges on an as-needed basis. The charges for the tarp service were consistent with the insurance approval for this temporary measure, which carries a 30-day warranty.

  
  Unfortunately, due to a disagreement over payment terms outlined in the contract, we had to issue a Stop Work Order and cancel the metal order, which was scheduled to begin on 3/27/2023. After our owner met with the client and reached a resolution, the client agreed to pay the first 1/3 payment, and we subsequently reordered the metal, receiving it on 5/2/2023. We resumed work on the roof and addressed the client's concerns promptly. These concerns were communicated to our manufacturer, and after consultation with their engineer, it was determined that the separation issue observed was related to deck deflection, a phenomenon caused by uneven trusses, which is common as homes settle over time. The design of the panels accounts for this by having two overlapping "V's" with s**** installation on the second "V." The installation's integrity remains unaffected by this issue.

  
  After resolving the payment-related matters as per the contract, the client paid in full. However, despite our efforts to address his concerns, he left a defamatory review online. In an attempt to make amends with dissatisfied clients, especially those making false and personal character attacks, our owner reached out to the client and requested a revision of his review. The client refused and subsequently filed a complaint with the BBB.
  It is important to note that the client was in default of his contract from the beginning by refusing to make payments. We made accommodations to close out his file, but his claim that rotted wood charges should have been predicted is unfounded, as such issues cannot be predicted accurately. This fact is transparent, as supported by line item 3 in his contract.

  
  The recording of a lien is standard procedure in our industry, particularly in *******, where contractors have a 90-day window to collect payment for services rendered. The lien serves to secure our rights to claim payment for our work. Had the client made timely payments as per the contract, the lien filing would not have been necessary.

  
  We regret the personal attacks against our company representatives, and we want to assure all concerned parties that we have thoroughly investigated and addressed the client's concerns. We have successfully passed the final inspection, and our installation is in full compliance with the Florida Building Code and the manufacturer's instructions.

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20577744
  
  I am rejecting this response because:
  
  Not only is there nothing defamatory in the review I left on BBB and ******* every word is factually accurate. If they don't want to be thought of and referred to as they are, they should consider changing instead of threatening ridiculous lawsuits over sincerely held views they don't happen to like.

  And regarding the panel separation, if this is the fault of the roof (how convenient) then why did THREE of their techs tell me it could be easily fixed, and they'd be happy to do it? And FTR, those techs were ****, Noe, and ***... who said he'd be back the next day for 3 or 4 days in a row.

  (And I'll be happy to provide evidence for every claim I've made if given the venue to produce it.)

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

• Initial Complaint

  Date:05/26/2023

  Type:Sales and Advertising 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.

  Douglass completed my roof the evening Feb 9th and after it was completed the next day, then I noticed a few shingles were pocketing (had openings) I took a few pics from my yard and notified them of this issue. They kept giving me the run around transferring me to other people or never returning my calls. Here we are almost 4 months later and after calling a few times a week from Feb to present they are saying its a defect. They not once sent out anyone from their company to inspect it and admitted it. I have hundreds of text messages from different employees with evidence of conversations regarding all my issues. A few days ago they sent out the roof manufacturer to see if its a defect. Of course it wasnt, but they didnt want to admit that it was installed improperly. Now Im still getting the run around because they dont want to correct their bad job. All they need to do is send a roofer from Douglass out to look at it and correctly install the 2 shingles. Simple!!! instead of ignoring my concerns and having me go through a nightmare of trying to get it fixed over a 4 month period. I also had many other issues with this company regarding horrible communication from day 1 after signing my contract, as well as them raising the price because they can milk the home insurance. I had made an appt to meet specifically with the owner to go over all my complaints, but instead he sends out his manager, which didnt accomplish anything. This is the worse company Ive ever dealt with. I dont understand why they wouldnt want to solve the issues and make their customers happy as well as have returning customers? Everyone I spoke with has had bad experiences with them. I will continue to post my negative reviews on every site as well.

  

  Business Response

  Date: 06/20/2023

  It is unfortunate it took so long to address his concerns. We are still recovering from the demands and affects of Hurricane ***. The repairs were completed. It is not uncommon for a contractor to bring in the manufacturer to verify if something is a manufacturer defect before performing a repair because you cannot claim a defect after the repair is completed.