ComplaintsforDuffy Roofing & Restoration, LLC

• Initial Complaint

  01/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have attached a document with the timeline and details regarding our interaction with this company.We feel very taken advantage of by Duffy Companies. We were not disclosed any pricing when we contacted them. While they explained they would seek payment through our insurance policy, they failed to mention what would happen if insurance did not pay the claim. As a company that advertises as emergency help, they should be very clear in base costs to their clients. The back and forth, lack of response, and length of time it took them to produce an invoice, which was inaccurate demonstrates their lack of care for their clients. This company is deceitful and takes advantage of people in vulnerable situations.It is telling that Duffy Companies is not listed on the BBB, however Duffy Roofing & Restoration, LLC, is listed and not BBB Accredited.

  Business response

  01/28/2024

  Subject: Response to BBB Complaint: Emergency Tree Removal Service
   
  Dear Members of the ************************** ***** of ********* and *******************************,
   
  I trust this correspondence finds you well. We acknowledge the BBB complaint recently filed by your organization, and we take customer feedback seriously.
   
  After attempting to reach out via phone and understanding your preference for written communication, we are committed to addressing your concerns regarding the emergency tree removal service.
   
  Upon your emergency call, our team, amidst handling multiple weather-related emergencies, diligently sought assistance from subcontractors. Despite initial unavailability, the owner and his tree climber, upon the 9th attempt, mobilized promptly to address your serious situation. We understand you also attempted to get help before calling our company and were unsuccessful.
   
  The sizable tree required specialized heavy equipment and trucks, including the largest chainsaw on the market. Our crew prioritized animal safety, working diligently to prevent additional risks. Following the initial removal, the remainder of the tree was cleared and filled with a large commercial truck, and logs were left at your request for firewood, all without immediate funds being collected.
   
  In contrast to standard practices in our industry, we refrain from pressuring customers for funds during emergencies, recognizing the stress such situations impose. The high demand for tree services in Metro Atlanta, coupled with the associated risks and costs, necessitates a unique approach.
   
  To provide some insight on the cost of this service and full transparency, here is a breakdown of our cost for this job. When clicking on the ****** Ads campaign, we were charged $1,000. We pay for a 24-hour call center, and our project manager was paid overtime to assist with the emergency. We paid our subcontractor's tree crew emergency rate, including travel time there and back. Our company paid our subcontractors the next day.
  That total was $3900, plus an additional $2250 for the second day of removal; this included travel time. The total company cost breakdown for the service, excluding overhead and profit, was $7,450.
   
  Our standard procedure involves using the Xactimate system, aligning with insurance industry standards, with an estimated bill of $14,975 for this job.
   
  Upon learning about insurance complications, our project manager, ****, secured management approval to reduce the invoice to $8,900. In response to ongoing dissatisfaction, we further adjusted the amount to our cost of $7,500, seeking to recover expenses incurred more than 40 days prior.
   
  We acknowledge the need for improved communication and will conduct training to enhance our customer explanation process. As a small, female-owned business dedicated to customer satisfaction, we extend our sincere apologies for any confusion regarding service costs.
   
  Regrettably, a refund, as requested in the BBB complaint, is not feasible. Please feel free to reach out with any additional questions or concerns.
   
  It is our understanding that you were very happy with our services and provided written text communication of that.
   
  It is unfortunate that the insurance coverage was not in place. We hope you can better understand our process and appreciate the reduction we provided. We are so sorry for the loss of the animals.
   
  Sincerely,
   
  *****
   
  Duffy Companies, LLC

  Customer response

  01/28/2024

   
  Complaint: 21177005
  
  I am rejecting this response because:  I do not believe the company is being transport and honest with their pricing.  I believe they have the ability to provide a partial refund of $2,500, based on the call I had with their employee **** who stated the cost to the company was $4,500.  I feel they are being dishonest and continue to change the breakdown of the pricing.

  Below is my follow up to the email I received from the company.

  I have read through your response and explanation.  Your explanation of the charges is not consistent with the invoice I was sent from your employee **** (see attached).  You are now outlining new charges, such as "clicking on a ****** ad" which further supports how unethical this company is.  The prices are completely unsupported with documentation and continue to change with every correspondence.
  
  **** explained that this company is an expert in taking millions in claims for these types of services.  He was very proud of the millions he has brought into your company for this service.  What was not clear was the actual cost to a client that was faced with an issue with insurance that was beyond their control.  The moment I knew insurance was going to be an issue, I reached out and asked for an invoice, it took weeks for an invoice to be sent to me.  
  
  I truly hope your company evaluates the practices in place and chooses a path that is more clear and ethical.  You may want to seek a solution where calls with your company employees and clients are recorded, this would help with improving communication.  During the call when **** said he secured the range of "$8,900 - $9,500", he pressured me to name my own number.  It made me feel very uncomfortable, which I shared with **** when she called me and during that call with ****, I did name a number, $5,000.  I was informed in the prior discussion with **** that the cost of all the services was around $4,900.  Given we are a very small non-profit and your company profits in the millions, it seems like in good faith you would only charge us the actual cost, not make an effort for profit.  I really wish that you had that call recorded, as a small, female-owned business dedicated to customer satisfaction, I am sure this pressure from a male employee to a female client is not what you desire.  But that was the reality of my experience.
  
  To clarify, coverage is in place, I shared our policy with *********  There was an error outside of my control that is being addressed with the insurance company.  As explained in the complaint, your company should have been transparent, that if insurance does not cover the cost, what the minimum cost was.  It took weeks for someone to put an invoice in writing, which contained inaccurate information that was never corrected.
  
  As a very small non-profit organization, who suffered a horrible tragedy, we were failed by your company and the insurance company.  
  
  -- 
  ***************************;| Board of ***************************************************************************************************************************************************************************************************************************************************************** Directors, ***************************

  Business response

  01/30/2024

  This was emailed to the client 

  ********, 
  Thank you for the response. I provided you with factual information, including internal company costs. We do not invoice our clients for ****** charges or other costs associated with our business. I wanted to share transparently what our costs were associated with your job. I was providing insight, not another invoice.
  The invoice you received from Tara The dollar amounts were reduced, as stated.
  Thank you for the recommendation on recording calls. And communication with clients.  I again apologize for any misunderstandings.  I also apologize for ***** miscommunication.  To clarify, our company has never profited in the millions."
  Your experience is important to me.
  Our company did not profit. I broke down the costs for you that we paid out: This doesn't include our overhead costs. and certainly no profit.
  
  
  

  Customer response

  02/01/2024

   
  Complaint: 21177005
  
  I am rejecting this response because: The Duffy Company response does not address our concerns. We are requesting a refund of $2,500 to align with what their employee **** quoted as the cost of the expenses.  Please see the attached document with a full detailed response and outlines the inconsistencies and poor business practices.
  
  Sincerely,
  
  ************************** ******************* ***************************

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Roof is leaking at drip edge and now have moisture buildup in home and mold growth . Kids are sick and have been seen by Dr. with respiratory issues. Unable able to get someone to come out and fix the issue. Been getting run around and no help.

  Business response

  04/24/2023

  Mr. ************** called Duffy Roofing on 3/30/2023 regarding an issue with drip edge missing from recent roof replacement.  The drip edge was missing due to the special crown on facia board.  However the roofer went to the home and resolved the situation on April 13. Duffy's understanding was that the client was satisfied with the remedy.  

  Please let Duffy know if the customer has any further issues. 

  Thank you 

  Customer response

  04/24/2023

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

*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. ↩