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Complaint Details
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Initial Complaint
12/20/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Installation agreement was signed on 11/19/2021, with 12/14/2021 install date. Home insurance check for $6;071.56 was given to Garrett H. on 11/19/2021. Roof should have been replaced on 12/14/2021 but Dynasty stated on 12/01/2021 that they 'misplaced' my paperwork and had to push my install date to 01/03/2021. Initial resolution was agreed to install roof replacement on 12/20/2021 because I needed this done before Christmas, Today, 12/20/2021, shingles were not delivered. Company advised because of the rain forecast, completion will have to be pushed until rain forecast is below a certain range. Aside from that, one of the workers stepped in an area that caused a part of my ceiling to collapse right above my head. Debris, nails, etc, fell through right above my head as the area was my office. This company so far has advised that the interior that their workers damaged will have to be put on the calendar to be fixed. I requested to discuss and resolve the issue with a manager, but the office just gave me the run around. The company seem to not give importance to the health and safety of me and my family. My daughter has undergone chemotherapy which this comapny was well aware of. I requested that this company complete the roof replacement and fix to the interior hold their workers put in by 12/24/2021. Also, Chris, which was supposed to be the boss in the premises, who was supposed to advise me of a date to have this fixed, just left without any word. This job has to be completed with quality work inside and out, and I should be compensated for the time that I had to sign off work because of the danger this imposed on me.
Business response
02/18/2022
Business Response /* (1000, 5, 2021/12/23) */ All of our agreements prominently list the words: Estimated Install Date. We also let customers know that install dates are tentative due to the possibility of rain delays and material unavailability (an unfortunate global factor due to Covid). Delays occurred because of temporarily misplaced paperwork, which was recovered, and weather (rain). Each issue was addressed and resolved within 24 hours. The leak has been repaired, new shingles installed and the job was completed on December 22nd, 3 days before Christmas, as requested. Consumer Response /* (3000, 11, 2022/01/16) */ This company had shown akin to a bait and switch method with regards to this issue. Dynasty Building Solutions never provided notification that they had my claim closed without notifying me of the final decision with regards to the internal damage to replace/repaint my entire ceiling as part of my claim. I was advised that they were still trying to push back on this claim. Taylor, the supervisor that was in charge for the fix of the internal damage his crew had put in my ceiling called on 01/07/2022 advising that I would need to sign work completion on the ceiling damage. I mentioned to Taylor that I was still waiting for the internal damage claim to repair/repaint my entire ceiling as part of the roof claim. Taylor mentioned he had no knowledge of my claim's status, but would inquire about it. I restated to Taylor that I was still waiting for the internal damage claim status to replace the entire ceiling. At the end of the day on 01/07/2022, Friday, I received an email from my insurance company that they and the roofers, Dynasty Building Solutions had came to an agreement and that my claim had been closed. Monday, Alyssa from Dynasty Building Solutions called to ask for my payment information. I inquired about my internal damage claim, and was advised she only called to get a payment from me. I asked for a call back from a Supervisor. Erin, called back, apologized that I wasn't notified that the claim was closed, also advised that Alyssa was supposed to provide me the information regarding my claim being closed. Erin brought up that I already signed work completion paperwork when one of their crews fell through my ceiling (Dynasty blamed rotting wood so I stated that the crew should've known to watch for "rotting wood" as knowing this is possible for the job that they do). Taylor, same internal supervisor called and right away brought up the work completion document that I had signed. At that time, I had no need to further speak with him. I felt that this company did, as stated above, akin to a bait and switch. I must state that Dynasty left voicemail on 01/10/2022 stating that they are pushing back on the insurance company. To date, 01/16/2022, no additional notification was received from anyone at Dynasty Building Solutions. I believe this company made me think that internal damage claim was still in the works with the insurance company, had me sign the work completion so that they would not have to pay to repair my entire ceiling because due to their mistake, and not take safety precautions that could've been avoided. Now my ceiling does not have a uniform paint to it due to they drywall they put in. As a homeowner, dealing with this company had been the most inconvenient and distressful. In addition, the replacement fascia work is not flushed to the existing wood so some parts are lower. I pointed this out to the company, and no action was done. Resolution: Either continue the push back with the insurance company as originally agreed or fix and repaint the entire ceiling, fix the fascia at no cost to me. Business Response /* (4000, 13, 2022/01/28) */ Mrs. ********, We appreciate you reaching out to us and letting us know about the issues you have been having while getting your project done. Your detail has helped with us working together to communicate and soon come to a good conclusion. The executive team at Dynasty has taken on your case and we have assigned a specific team to be diligent in getting everything resolved. We have assigned one person from each department to work together as a team and will be following up diligently. As you have already heard we would like to come out to you in person with the owner and your assigned specialist to apologize in person for any inconvenience and to explain how we intend to fix this situation in your favor. We appreciate your patience in getting this taken care of and how diligent you have been in your documentation. We will be using the information you gave us to rectify your case and to prevent any similar case to come up in the future. We look forward to seeing you in person on Wednesday at 4 p.m.
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