ComplaintsforArry's Roofing Services, Inc

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Arry's roofing came out to my home on 10/26/2023 to provide a free roofing estimate. Their employee **** insisted that I file an insurance claim and ****'s would assist me. I was hesitant but eventually agreed to do it. A lot was going on during the visit, including **** interacting with a realtor across the street. When I told him I would do the claim he went to his truck and returned with a form that he stated was needed for ****'s to speak with ******************** As I was trying to read through the document he was steadily talking and fidgeting. He said the agreement was only good for three (3) days but if I needed more time they would still help me with the claim. The realtor called out to him and as he was going to speak with her I asked him if I could get a retail estimate just in case the claim didn't go through. He said sure. He went to speak with the realtor and eventually returned with a different form. Earlier in our conversation **** asked if he could come inside and look for interior damage. I explained that I did have interior damage but the work was already promised to someone doing work on my home. Fast-forward: The field adjuster comes out and **** is there. The adjuster asks again about the interior damage and assures me if the claim is approved I can choose who I want to do the repairs. **** is behind her motioning for me to let her inside. I did, and **** left. My claim is approved but when the check arrives it's made out to me, my mortgage company, and ****'s. This is the beginning of the end. My feelings soured following discussions about the money for my interior damage, then I learned that ****'s sent my claims adjuster a signed work agreement that I had never seen. The document doesn't even look like what I thought I was signing. The adjuster refuses to reissue the check without ****'s approval or a court order. He won't even escalate the matter internally, which seems shady. I can't get a response from ****'s on my written request.

  

  Business response

  12/07/2023

  *****************, 

  We attempted to make contact with you on 12/04/2023 via email to rectify this matter and did not receive any response back from you. We have also called you to go over your options, one of which is rescinding the work agreement. Our office will be sending you your rescind letter via email and certified mail. We apologize for any inconvenience and we wish you well.

   Arry's Roofing Services Inc.

  Customer response

  12/07/2023

   
  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. However, it is important that I note that ****'s representatives made no attempt to call or email me prior to today, 12/07/2023, at 09:18 AM. Thank you for intervening in this matter, without your help this wouldn't have happened.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/02/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  October 2, 2021 Dear BBB, I feel that I have been taken advantage of because I am a senior woman, a widow and on a fixed income. A roofing company charged me double their itemized invoice. When I questioned this, I wanted to hold off paying the amount they were demanding. Unfortunately, I paid them the full amount because they scared me by calling me daily and threatening me with legal repercussions if I didn't. Now they won't return my emails or phone class asking for an itemized invoice for the amount the forced me to pay. I hope you can help me! The ceiling on my front porch was falling down. On July 20,2021, I signed an ESTIMATE of $6,400, for the job. I assumed the amount listed was just an estimate. I was told verbally that it might be less. It would depend on what they found when they began the job. When the job was finished, I requested an itemized invoice for the work they had done. The invoice from September 3rd, was for $3,419.42. Why are they making me pay $3,

  

  Business response

  10/28/2021

  Business Response /* (1000, 5, 2021/10/08) */ Good afternoon, First of all, thank you so much for the taking the time for all of us to work together in order to help resolve this discrepancy. My name is Matthew H. and I am one of the owner's here at Arry's Roofing. Whenever we have a something of this nature, I personally do a full review of the entire situation and do everything in my power to make things right! Knowing that, we have always resolved every complaintthe few we have had since 1990coming up with a reasonable solution, so I am confident we will do the same thing here. That said, and just so everyone is on the same page, I would like to give a short summary and timeline of events from our perspective: July 13th: Lee, our project manager, met Ms. ****** at her property after being called out for an estimate, in regards to rotten structural members on her front porch area. The structural beams were rotten out, so we explained that we could fix the problem and provided a detailed "fixed price" proposal explaining the scope of work. Please see attached. After reviewing the proposal, Ms. ****** signed our contract and gave us the go-ahead to move forward and complete the necessary repairs; again, which was a "fixed price" contract. However, I think I have figured out that it was at this time, at some point in time during this contract signing visit, the root cause of confusion was started. You see, in having conversation we discovered that Ms. ******'s roof was recently replaced by another roofing company, and it was an insurance claim from storm-related damages. Thus, during Lee's conversations with Ms. ****** he had advised her to reach out to her insurance company because he was hoping that Ms. ****** could get reimbursedpotentiallysome of our repair costs, since looking at the damage it appeared that it may have occurred with the original roof damage claim. After this, some time went on, we completed the all the contracted repairs and I believe from the notes in our system Ms. ****** was completely satisfied with all the repairs and made full payment at the agreed contracted price. It was shortly after this that Ms. ****** asked for a detailed itemized receipted of the invoiceassuming to try to get reimbursed from her insurance, but can't be certain of that. That said, and in effort to be helpful, Lee asked our in-house insurance director for an Xactimate (that is what insurance carriers use to determine rates of claims, but should be noted of a totally different estimate that a retail estimate process) However, there was some miscommunication on our end, and our insurance directly that this was a loose kind of estimate for reference purposes, and he simply made quick estimate without having all the details in front of him, and he just went off of pictures & notes; however, the job itself required multiple steps and the price quoted was not accurate for the repair, nor it did match out already contracted proposal. All that said, I personally went back and created a detailed invoice with all the materials, all the labor line by line using the insurance amountseven though I still believed irrelevant because we had a fixed contract price, and we have been fully paid my Ms. ****** so I'm consumed as to why this is even a problembut none the less, and in good faith, I would be willing to reimburse you the difference of the original contract, and the revised Xactimate of $5,681.32. However, the contract amount we created was Ok'd by you and as you see it was pretty much in line with what the job costs actually were. I understand your confusion, and I am sorry for the stress this matter may have caused you, we work hard to do the best quality job for our customers at a fair price in this current crazy fluctuating pricing in the world today with recent events. Thank you so much and please let me know if you accept my offer to reimburse you $718.68 to resolve amicably. Thank you again. Consumer Response /* (3000, 7, 2021/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Better Business Bureau, Thank you for helping me resolve my complaint. I am a senior widow and have no one else to advise me. I misunderstood the difference between an Estimate and a Fixed Estimate Price. I was also confused by getting an Invoice for $3,000.00, less than the amount I had to pay. While I am very interested in settling this matter, I would like to reply to Mr. H. so he will better understand how we got to this point and resolve this. Paragraph 5: I was told that there was no way to know what the final price would be until the ceiling was opened up. I believed I had been given an Estimate. It even states on the form that it is an estimate. I became very sick with COVID so everything else was done online or over the phone. I was told the papers I signed online were just to get the job scheduled. Paragraph 7: I was very satisfied with the work but I didn't want to pay until I'd received an itemized invoice for the job. They sent me the first invoice for $3,419.42. When I saw this amount, I didn't want to pay the $6,400 until I was given an itemized invoice to reflect that amount. The office called me daily demanding full payment. I was threatened with legal action if I didn't pay immediately. That scared me so I paid but still requested an itemized invoice for the $6,400. When I didn't get it, I texted Lee and requested one. I waited and didn't get a reply so I sent Lee an e-mail and still got no response. I felt I had no choice but to file this claim. Paragraph 8: I asked for an itemized bill for $6,400. I don't understand why they would "assume" anything else. Perhaps because I'm a single, elderly widow, they felt they didn't need to bother taking their time and could give me a "loose estimate." I would question their business practices that they are now giving me a higher invoice. As a self-paying customer, I deserved to get an accurate invoice the first time. I don't understand how it is even legal for them to change the price from the first invoice. Paragraph 9: As I stated before, I didn't understand it was a fixed price. I believed it to be an estimate. The only reason I paid that amount was because I was being harassed by phone calls for the total amount and was told I legally had to pay it or action would be taken. This scared me so I paid it, hoping it would be adjusted. Paragraph 10: While I do not agree with your measurements regarding the amount of lumber and soffits needed, I appreciate your willingness to offer a reimbursement. I am willing to accept a reimbursement and close this complaint with two changes to the final invoice and reimbursement amount: *Page 3, Item 12, $494.40. There was never a dumpster on my property and it is impossible that there was 4 tons of debris. This was NOT a roof replacement, just the repair of the ceiling of my 12 X 5-foot front porch. I would be happy to provide photos. *Page 6, $402.30. I do not have any stairs on my property. No stairs were needed to complete this repair. Thank you so much for your help, ********** ****** Business Response /* (4000, 9, 2021/10/22) */ Dear Mrs. ******, Again, I am sorry for the stress and confusion this matter has caused you. Our intent was, as you know, to simply take care of your roofing concern and we know you simply wanted to have everything completed in a timely and fair manner, which we all have acknowledged this was never the issue. One point of concern that we would like to clear up - We do not give open ended estimates so I'm sorry if anything was ever implied to the contrary, but basically when we sent the contract to you to be signed it was a fixed contract as states on the top "Roofing Contract Form." The contract you signed was dated 7/20/21 and we received it 7/23/2021. I think this was the main cause of confusion from both parties the entire time. However, I don't think anything more needs to be discussed to this point, but I just wanted to clear that point up. That said, and as per your response through the Better Business Bureau dated 10/18/2021 you stated "you will accept the reimbursement" of $716.68. I mentioned in the response to your initial communication. In addition, I believe you stated you are requesting an additional $494.40 for Page 3 Item 12 and $402.30 for the item on page 6, totaling $896.70. Although, those items are not exactly as you implied, and can be absolutely explained to defend their causein an effort of good faith and to allow this matter to be resolved proficientlywe will honor your request entirely, and be fully willing to credit you back the total of $1,613.38, which totals the above three amounts. If you are in agreement with this amount please respond through this platform and we will mail you a reimbursement check for the above stated amount. Again, we are sorry for the confusion and we pray that this matter, through these actions, will demonstrate our desire to work this matter out in a fair and timely manner. Thank you, Matthew H. Consumer Response /* (2000, 11, 2021/10/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you.

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