Complaints

• Initial Complaint

  10/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On June 22nd 2024, I (**** *******) had signed a contract to have work done by them. The contract stated that they were going to start the entire project on July 8th of 2024 and it will be completed by August 8th 2024. It is now October 4th ****************************************************** anything else for that matter. The windows they did happen to install are not cased properly and have put in the wrong stuff. I have let them know that they have breached our contract and it is now Null *** i said i would compensate them for the incomplete work that they did do but would like to be refunded for everything else. They have stated that i would be canceling our contract which would mean all fees land on me. I have asked them when they could get it done and they told me they do not have a time frame as to when they could get it done. The few windows out of **************************************************************** outside. I have had to beg them to come do more wprk and they are refusing and not giving me any information as to what is going on.

  Business response

  10/07/2024

  The reason for the delays was based on the homeowners change of product. 

  We special ordered windows for the entire property. Once the windows were in and we went to install these windows, it was noted that some of the windows could have gone bigger as the openings could have been opened larger - this only became noticed once the old windows were removed. The homeowner opted for larger windows, which caused us to re-order these windows. Meanwhile the other windows were installed. After the windows are installed the siding crew comes and installs new siding. This process was explained to the homeowner multiple times. However, during install the homeowner decided he wanted to fire our crews, therefore leaving the work to look "unfinished."

  The homeowner and his girlfriend reside at the property and smoke heavy drugs. On multiple occasions these drugs were offered to our crews - which they denied. Some days the homeowners would rave to the crews about how happy they were with the project and others, they would be so strung out that that they would yell and scream at our crews. At this point the crews don't want to go back to the property as they are unsure of what mood the homeowner is in. As  of Friday, the homeowner has cancelled all additional work with us and is asking for a refund. As stated to him that per the contract, 1. cancellation needs to be done in writing, 2. contact is not be cancelled once work starts 3. there is a cancellation fee 4.  all cost incurred are owed for the work completed. The homeowner has received products and now wants us to provide a full refund?

  This has been explained and the homeowner is not understanding the reason for a contract. The homeowner has taken to social media having himself and all friends blast us stating that we left the project incomplete. We were kicked off the project and therefore were not allowed to complete the project. 

  The homeowner is being unreasonable and if he chooses to cancel there would be costs incurred. 

  Customer response

  10/07/2024

   
  Complaint: 22382984
  
  I am rejecting this response because:
  This was not the case. You can clearly see that in our proposal contract they were supposed to start the job July 8th of 2024 and was supposed to have it COMPLETED by August 8th of 2024. It is now October 7th and they barely started in tge first week of September! Which is clearly a breach of contract on their part and i want my money back so i can hire a real contractor to fix my house!
  Sincerely,
  
  **** *******

  Business response

  10/07/2024

  Again due to supply of materials and distributer time restraints is why all of our contracts state weather and material time dependent in regards to estimated start and completion dates.

  Based on the job project specifications all material is ordered specifically for his job and unable to be used in other projects

  The delay in completing the project is a combination of various factors:

  1. Homeowner decided to change window sizes 

  2. Homeowner refused to let us complete the project - hence the reason the job is not completed

  3. Homeowner has been high on drugs on multiple occasions making some members of the crew uneasy of showing up to this job as they would be berated.

  4. Homeowner has threatened hiring legal on multiple occasions and therefore our crews were told to not show up.

  5. We have text messages informing the h.o of the delay of the materials

   

  The homeowner is more than welcome to cancel, and we will honor the request as he is obviously difficult to work with. We need him to cancel in writing as outlined in the contract. Then we will return any overage after fees and costs incurred are removed. The homeowner is refusing to cancel properly but instead has taken it upon himself to bash us over all social media platforms. 

  Customer response

  10/07/2024

   
  Complaint: 22382984
  
  I am rejecting this response because: 1: I did not change any window sizes, they came and installed the wrong glass on my window and were about to leave it until i said something. So that was in them and they also told me it would take 2 weeks and its been 6.

  Number 2. These are false and slanderous accusations made against me by the company because they are mad i fired them off the job for being so unprofessional. This never happend thats why they cannot prove that it did. Because it didnt.

  3. We signed our contract in June of 2024 and *** first day they showed up to work was early deptember and they didnt even complete the windows they did install. They left every single one uncased and leaving me open for weather damage and all sorts of other damage. And when i asked them when they coulf have it done they could not give me a date.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a portion of our flat roof replaced by Expert Roofing in July 2021. We started to experience a leak from this roof inside our home in July 2023. I called and their crew came out to my home on 7/24/2023. They made a small patch in one spot but the leak has continued to get worse. I went up on my roof on 8/20/2023 and there is a pool of water sitting up there. There is no drainage to the downspout, it is completely dry by the downspout. The roof they installed was not pitched right and is now leaking into our home because it is holding a lot of water at all times. I called back on 8/21/2023 to try and get a hold of someone, and they took my name and number and said someone would call back. I emailed through the Expert Roofing website on 8/30/2023. I called again and left a message on 9/8/2023 and 9/25/2023. No one is calling me back. This roof has a 5 year warranty on it and needs to be fully replaced and pitched correctly so it drains. The insulation and drywall ceiling needs to be replaced as well as it is now damaged from their faulty install. I also have mold growing on the inside of my home where the leak is coming through. The ceiling drywall is bowing/caving in and water is dripping down the inside of the wall in multiple spots. This is our bedroom and our belongings inside risk damage every day. We paid $13,725 for this roof and we are not getting a response to our inquiries and they are not honoring the 5 year warranty listed in the contract.

  Business response

  10/05/2023

  We have reached out to the customer as well as visited the property to address the areas of concern. After further inspection we have decided as a company to address the problem areas and are in the process of scheduling these repairs. 

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roofing project started early July and shingles were done but Flashing was bent with a 2x4 stud not a brake, it looked terrible. They said they would be back the next week to finish but nobody showed up. I called my sales man for a month and no answer. After 1 1/2 months I called the office and they said they we be out the next week, nobody showed. I final told them I was going to fire them and they should ** in 1 week. They started on the soffits and facia while I was out of town in early November . When I return home and saw what looked like very inexperienced people performed the work. I called again and said that the job looks terrible and they said they would send a project manager out to assess. He showed up a couple of days later and I told them about the flashing on chimneys were bent with a 2x4 stud and was going to leak. The soffits also looked horrible. The crew leader was surprised and discussed with the craftsmanship and said that they would replace soffits, facia and flashing. He did say they sent a crew out that is not experienced in soffit and fascia and that they would send an experienced crew out to repair all of it. They did show ** in Mid November and the flashing and soffits looked a lot better, you could tell a huge difference and I was happy with them. I asked them about the repair of the flashing and other shingling errors and gutters and they said they would be out soon to fix. They did say that they were extremely busy. They showed back up in mid December to instal gutters and they also looked good but I again asked them about the chimney flash, shingling errors and the electrical live wire between the sheathing and my drywall that the didnt hook up to my skylights. My salesperson told me that I would have to tear the drywall down to hook them up, I said that was stupid. They did say they would be out to do all repairs but unfortunately it was too late, the flashing failed around both chimneys and damage was done to kitchen drywall. I called them and they came out and after they saw the damaged drywall they went on the roof and then said nothing was wrong and they were not got to touch it. I went on the roof to look and they added more sloppy caulk to the flashing. I called my insurance company and told him what they said and he said go hire someone to fix it. I did hire someone to fix the flashing and shingling errors and they said the flashing ****** were not cleaned out and should have had a to grove cut so it seated properly. They also said that the ice and weather shield was not properly installed and was all wet with rotten sheathing and they used roofing nails on the flashing to attach to the block chimney. The cost to repair the flashing and the other errors was $10,439.06. I am also in the process of hiring a drywall company to repair kitchen and clean any mold if present.I emailed expert roofing the repair costs and I just got a bill today says that I am late on my final bill.I am just asking them to take off what had to be fixed and what was damaged.I have additional documentation and videos of all repairs but have not included them.Please help me solve this dispute.Thanks,***************************

  Business response

  05/22/2023

  We came to the property to help assist the homeowner in getting the exterior paid for through storm related funds. We met with the homeowners home insurance claims representative and worked on getting the insurance company to pay for the work - which we ultimately did.  We work off the approved amounts from the insurance company. All work was done based on those approval amounts. 

  The roofing portion of the job was completed fairly quickly. The trim/ soffit/ fascia work - which was additional work outside of the approved amounts from the insurance company was completed at a later date. The customer did not like how some of the work looked and we did come back and redo it at no cost to him. The homeowners chimney was deteriorating, pictures were taken and shown to him. The chimney work we were not contracted to do as we do not rebuild chimney's. The leak was caused from his deterioration of his chimney and therefore interior leaks happened. We have completed all of our work and have build him accordingly. The customer is asking for a 10K + credit which was the cost to Rebuild a chimney - again something we were not contracted to do. We have already stated that there would be no credits given for the work he chose to do outside of our contracted scope. At this time the homeowner is choosing to use this issue as a reason not to pay ** for the work which we did complete. 

  Customer response

  05/22/2023

   
  Complaint: 20083275
  
  I am rejecting this response because:  Their statements are untrue, they never completed the job and promised to fix the chimney flashing as seen in text message.  The price that I am asking to deduct is the reflashing of both chimneys and shingling errors as seen in other photos sent along with the complaint.  They never came back to repair any flashing and repair shingles that hung over edge of the roof. 
  

  I am not trying to get out of paying anyone!  I had no choice but to replace the flashing because that is what has failed and they refused to replace it even though they texted me saying they were going to replace it.  I have documents and photos/ videos of the new flashing going on.  I also have statements from contractors saying that the flashing was done incorrectly and should have never been bent with a 2x4 wood stud.  My roof never leaked before they did my roof. They also left a live electrical wire that is still i between the sheathing and drywall that could cause a fire. 

   

  I have given expert roofing every right to cure but they declined.
  
  Sincerely,
  
  ***************************

  Business response

  05/22/2023

  Per our signed agreement - we are not licensed electricians (paragraph 4 on attachment) and therefore would have never completed any electrical work.

  The flashing was done per code. We asked the homeowner to provide pictures and estimates which he said he received in regards to the "flashings" as we have videos showing that not only did we do the flashings but they were completed in a workmanlike fashion. Furthermore the homeowner refused to have ** on the property to look at these additional "flashing issues" and as of today has still never sent ** proof that the leaks were from the so called flashings verses the chimney which was deteriorated (as seen in the previous photos sent).  We were notified on Jan 4, 2023 when we called the homeowner that he had to have work done on his chimney by another contractor at which time we asked for the "video" of the repairs which he claimed to have. The homeowner responded he would "speak with his attorney and go from there." We have patiently waited to see the videos, etc since he would not allow ** to come back to the property. We have been more than willing and able to handle any issues if they were in fact ours, however to reiterate that his chimney was crumbling and our contract did not call to rebuild a contract. We build him for the work we were contracted to do and as of today he has refused to pay his bill.

  Customer response

  05/23/2023

   
  Complaint: 20083275
  
  I am rejecting this response because:

  So you say you not licensed electricians but you unhooked my old wiring to my old skylights and just left them between the sheathing to start a fire! 
  

  The flashing was bent with a 2x4 wood stud.  Is that something a building inspector would agree on? 
  

  I hire another contractor to fix your chimney flashing errors that you clearly text me that you were going to fix, you can lie on that one. 
  

  I have LICENSED contractors saying that the flashing was done incorrectly.  Your crew didnt even grind a new joint and left all the old caulk in the old joint as seen in the photo documents. 
  

  I did as you to repair and cure but you declined.  I had no other choice but to hire another contractor to repair per my insurance company advice.  I have also sent you photos and estimates.  
  

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

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Expert put on a new roof looks excellent from afar, but avoided adequately correcting the multiple installation errors they made. Although the roof looked shiny and new from the ground, when I got up on the roof myself to see their work after they completed, I found numerous mistakes. There were shortcuts and workmanship errors in just about every aspect of their work: the flashing, gutter apron, fascia, torn shingles, and missing ice and water shield around vents. These are things most homeowners are not getting up on their roof to see nor would they know what to look for - but these mistakes increase the likelihood of leaks and future damages. I asked about these issues right away, but was told quality control would be out to inspect it. A month later my roof leaked. They finally came out and attempted a quick fix, but the roof leaked several more times. It was extremely challenging getting them to schedule to come out for repairs and when they did, they never fully addressed the workmanship issues. About 5 months in, when they insisted they had fixed everything I contacted one of their materials representatives who agreed to inspect their work and pointed out that they had skipped 3 different steps. After nearly a full year of trying to work with them to complete the job, they stopped replying to me and failed to follow through on anything they said they would do. After a full year of no contact from anyone at Expert, they sent me a request for full final payment. I was advised by an attorney that it would cost nearly half that amount in legal fees just to challenge them, and that these fees could not be recovered even with a verdict against the roofing company. Dont blindly trust their assertions that the job was done right. Inspect their work yourself or get a 3rd party who knows what to look for. Know that you have very limited legal recourse to hold them accountable if they do not live up to their promises.

  Business response

  02/28/2023

  I am sorry you did not have a good experience. Not only did we replace the roof you chose to be too busy for us to do the interior work which is why it took months to complete the work from the beginning. Once you finally returned our calls for payment you negotiated the bill to owe a smaller amount and not have us complete any interior work. We credited your account as you asked. We have not only replaced your roof twice but you have had ***********. Again we have tried to work with you in regards to your issues as well as giving you credits for items we did not agree with but to make you satisfied. 

  Customer response

  03/02/2023

   
  Complaint: 19488650
  
  I am rejecting this response because several statements the business has made in their response are irrefutably false. Each disputed claim is listed as follows along with my account of the facts. I have also uploaded documents that prove they are not being honest in their response. I have more documents to upload as proof if necessary. I challenge Expert Roofing to provide any evidence to support their assertions.
  you chose to be too busy for us to do the interior work which is why it took months to complete the work from the beginning. Expert told me their interior guy to come on 4/26/2021. I confirmed that would work but he never came. On 5/3/2021 I texted my project manager asking for an update, but didnt get a response. On 5/5/2021 I texted again asking for an update, and I was told Id hear by the end of the day with an update. On 5/10/2021 I asked for another update and was told they said they were working on it. On 5/11/2021 I asked if this would be done in May, June, or July, and never received an answer. On 6/7/2021 the interior guy came for an estimate. On 7/13 the interior guy asked out of the blue to come the next day, but I was not available, and asked for between 7/26 and 7/27. On 7/27 interior guy called to schedule, I told him I was available 7/27 through 7/30, and that the full week of 8/9 was the last week of availability before my work schedule becomes hectic. On 7/28/2021 I asked if he would be coming or not, and he said he would let me know on 7/29. On 8/19/21 he reached out to schedule, and I offered 10/22-10/24 ad well as 11/22-11/24, and got no response. On 10/26/2021 the interior guy texted out of the blue asking to schedule for 11/22. I asked him and Expert if they even intended to do the work since they had blown me off for so many months. One 10/28/2021I texted my project manager at Expert and I asked if it would be better to go our separate ways and Id use the remaining $11k balance to do the work myself. I did not receive a response or any other communication from Expert until 11/9/2022 when I was emailed from the office about scheduling interior repairs.
  Once you finally returned our calls for payment - Expert did not attempt any form of communication with me since my last text message to them on October 28, 2021 (when I asked to end the contract and use remaining balance to contract repairs myself) until November 15, 2022 when Expert sent an email request for the full remaining balance  I did not receive a response or any other communication from Expert until 11/9/2022 when I was asked about scheduling interior repairs. I replied immediately that I was under the impression that Expert had abandoned my project and the rest was up to me. On 11/15/2022 I received the same email request and sent the same reply. Later on 11/15 I received another email letter demanding $11k, with no plan to address their mistakes or offer any compensation for damages.
  you negotiated the bill to owe a smaller amount and not have us complete any interior work. We credited your account as you asked. In an effort to be as fair as possible I attempted to itemized deductions with categories for Property Damage, Customer Provided ******************** Materials for Repair, and Customer ***** (as calculated by the ** ****** of ***** Statistics states the average hourly wage of IL roofers of $30.47). Instead of the $5,022.79 I requested, I was offered an arbitrary $2500 and told if I dont accept the offer and get them a check for the remaining balance within 8 business days or I would face litigation.
  We have not only replaced your roof twice but you have had ***********. Expert has actually had to send someone out 5 times to repair their mistakes, but they always covered up the errors rather than fix them. They never replaced my roof twice, but they tried to make it look like they did by placing new shingles on top of ice and water shield, which was on top of the edge vents that were on top of a starter shingle. I still have active leaks in heavy rain.
  Expert has failed to uphold professional standards or ensure a leak-free roof is installed. They have also engaged in manipulative and dishonest practices which merit a downgrade of their rating from the Better Business Bureau.
  
  
  
  Sincerely,
  
  ***********************

  Business response

  03/03/2023

  Again the interior work was never part of the contract but was due to a leak that we tried to fix to no avail. The homeowner met us and ************ contractor near the end of 2022 where he (******************) made it very clear he was never planning on using us, let alone due the actual work. Our contractor gave a price to do the work which we were going to pay but the homeowner took the number given and used that as a base point to start his negotiations of how much money he would need to off his bill. The funds to do the work on his property were the funds given through his insurance company. We gave him the requested credits along with credits for "his time." ****** does not make you a roofer however regardless of what we have done to assist this homeowner he continues to play games which is why we gave him the credits he has asked for in an effort to move on. We last inspected the property at the end of 2022 per the clients request and everything looked great and no issues were found. There is nothing else that needs to be completed as the client agreed to credits for him to do interior work ( which was never on the contract) with another company at some other time.  We are sorry you feel a certain way, but we have done the work per the contract and then some.

  Customer response

  03/03/2023

   
  Complaint: 19488650
  
  I am again rejecting this response because several statements the business has made in their response are once again indisputably inaccurate, grossly misleading, and contradictory. Each disputed claim is listed as follows along with my account of the facts. In addition to previously uploaded documents that prove they are not being honest in their response, I have more documents to upload as proof if necessary. I challenge Expert Roofing to provide any evidence to support their assertions.
  (1) the interior work was never part of the contract - the need for interior work arose exactly 20 days after Expert replaced my roof. Their shoddy work and poor craftsmanship led to an opportunity for water intrusion through the inadequately flashed connection of the flat roof to the brick. 
  (2) due to a leak that we tried to fix to no avail - Expert in this statement clearly admits that they have not fully fixed the leak that they caused in their inadequate attempts to patch their installation mistakes.
  (3) homeowner met us and ************ contractor near the end of 2022 where he (******************) made it very clear he was never planning on using us - this is a misleading statement because it entirely ignores the previously identified period of time between 4/26/2021 and 10/28/2021 where I was working with Expert and the interior contractor to come do the work but they failed to make any appointment or agreed upon time. It also conveniently ignores the period between my last message to Expert on 10/28/2021 and the next time I received any communication from Expert on 11/9/2022 - more than 12 full months of silence from Expert.
  (4) used that as a base point to start his negotiations of how much money he would need to off his bill - I started my negotiations by offering to allow Expert to walk away from the contract and leave me responsible for the repairs on 10/28/2021 in exchange for the $11,438.04 remaining on my $20,285.96 invoice. When I received the request for the full balance a full year later I reminded Expert of my previous offer. When I was told that wasnt possible and was asked by the ** of the company for an itemized counter offer, to which I provided the $5,022.79 total. 
  (5) ****** does not make you a roofer - Expert is implying that I am an uninformed customer complaining without merit. Though most untrained eyes can look at the photos I provided of their work can see they have made errors, I had a trained roofing professional come out to inspect their work. Their very own materials representative came out to my house on April 20, 2021 (the regional representative from *******) who pointed out the half dozen steps they skipped when incorrectly installing the attic vents and shared with Expert. Notably, this is after 4 visits from the warranty crew and Experts head of quality controls assurances that they had fixed all of their mistakes. So again, despite Experts claim here, they are aware of the report they were given from an independent certified roofer who pointed out all their mistakes.
  (6) We last inspected the property at the end of 2022 per the client's request and everything looked great and no issues were found - Just as I described in my above response, Expert has claimed everything looked great before and yet an independent, trained roofer inspected their work and pointed out numerous errors. There is no proof that they correctly installed the missing ice and water shield. There is at least one hole in a shingle from a popped nail from their latest attempt at a repair. And the ancient gutter apron on the garage was covered up with new aluminum to hide the fact that they never repaired and replaced it as required by the contract.
  The business response is further indication of their lack of professionalism and honesty. Expert has continued to fail to uphold professional standards or ensure a leak-free roof is installed. They have also engaged in manipulative and dishonest practices which merit a downgrade of their rating from the Better Business Bureau.
  
   
  Sincerely,
  
  ***********************

• Initial Complaint

  11/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had hail damage to my roof, gutters and skylights. I signed on with them in April of ******************************** early August. The roofing went great and very fast. They said they would be ************ days to do the soffit, facia and gutters but knowbody ever showed up. 7 weeks passed and still knowone!! I called my salesperson ***** a number of time and he would not answer my calls. I finally got a hold of someone and threatened to *** if they didnt complete fur fill the contract. They showed up the following week with a crew of 3. I told them I was going on vacation and that I would be back in a week and a half. I returned and inspected the job and it looked like amateurs did the soffit and facia. I have icicles and water leaking in my basement due to not having gutters for the last 3 months!!! At this point I need to look for another contractor to complete this nightmare of a job!!

  Business response

  11/28/2022

  The head of our production department met with the homeowner to look over the issues.

  After meeting and seeing the areas of concern, we have decided along with the client to remove and replace the fascia. The customer is satisfied and we will be working directly with him to scheduling the repairs appropriately. 

• Initial Complaint

  10/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  when i call they don't answer the phone or return the call.

  Business response

  10/17/2022

  This job has been completed for some time. The Homeowner did not like the gutter re-install, so we redid them per his request. Now he does not like them the second time. We have been to his property numerous times, and no matter what we do to assist him he is not happy. We are trying to work with him, but have other customers and can not be there every day. 

  We do call this customer when he calls. Again we can not be on the phone with him everyday. 

  We have gone above and beyond for this customer and will continue to do so

  Customer response

  10/28/2022

   
  Complaint: 18161025
  
  I am rejecting this response because: I called ***************** and ************************* they did not call back .they said I have five years for repairs.
  
  Sincerely,
  
  *******************************

  Business response

  11/03/2022

  Not only have we replaced the gutters once but have been to the property multiple times.

  The h/o needs to understand that we have multiple customers and are trying to take care of everyone at the same time.

  If replacement of additional gutters is needed it will be addressed.

  Again we have made repairs and responded to the homeowner per his requests, however the homeowner has requested additional items outside of the original contract.

  Customer response

  11/14/2022

   
  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

  03/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I found this company on ******** in order to fix my roof and see if the insurance can pay for it.and an agent visited me on August 2020 and we started the process, the insurance only cover the siding and part of the roof, including some the windows wrap RR side,so we talk and they offer me to fix the siding and no the roof but all the windows instead for the total of the money the insurance covered $13112.59 they started the work when they got the check from the insurance $4411.28 than they done the siding, after more than a month, nothing happened with my windows i called them several times they said " the weather is so low we may have to wait till next year", so i call the management, they get it done but no the main window, the front. so, i wait, one of those days, day i opened one of my windows to look my dog in the yard like always do, when i put my hands on the window covered with wrap it vent like aluminum foil, so cheap material and the wood is no covered right with the wrap, this never happened before,i called them to fix that and get the job done, that was summer of 2021 when i send the check of $8000.00 they came to fix it but, i still do not like it, after that i send the final check $ ****** according to the papers i signed they send me a different balance of the contract ,for more than $2000.00 i ask them for an explanation, they never did, instead they send me to collection

  Business response

  03/28/2022

  The homeowner entered into a contract with Expert Roofing to work off the insurance estimate. The insurance estimate increased due to supplements - code items as well as items missed on the original scope.

  We completed all the work on the contract/ insurance estimate. The h/o called to let us know that he was not happy with the front window wrap as he stated that it was not completed. We sent our crew back to complete the window wrap. Once the work was completed we reached out looking for final payment. The client would not respond to our calls/ emails. Finally, the h.o stated that he was going to put the payment in the mail, which he never did instead he sent us a letter asking for the items which were added to the claim which made the **** increase. We sent an outline via email explaining the additional items which the insurance agreed to pay for. This was not any additional items that the h/o would need to pay for out of pocket as the insurance company covered the cost. At this time the h.o has refused to pay the balance and therefore we had an attorney to get the additional funds. As stated previously we work off the insurance estimate and all funds, less the h/o deductible are covered by their carrier. 

  Customer response

  04/02/2022

   
  Complaint: 16946826
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

   

  well, first to all i send u a letter an explained ," please send me an answer by  mail, no email," 

  second  my insurance pay for part of the roof to fix, but u proposal to fix my windows wrap instead 

  so u did no  work in my roof at all, you suppose to do the rest of my windows wrap for the balance left in my insurance check.

   

  please stop to abuse people, 

  Business response

  04/06/2022

  As stated to the homeowner multiple times

  We work off the insurance estimate

  Supplements were additional items which were approved by the insurance company for work which we did (such as permits, ladder jacks, items missed on the original scope)

  We have made calls to discuss this and sent emails breaking down all the numbers.

  As far as the windows they were never part of the contract. Window wraps were and we completed them. The homeowner did not like how some looked so we sent a crew back to redo.

  Since all of our work has been completed and the homeowner has refused to pay we unfortunately have had to take legal action. 

  Customer response

  04/12/2022

   
  Complaint: 16946826
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  sorry! But I paid in full what we accord, and what I signed in the contract, 

  3 thousand dollars is a lot of money!  Just for  use a leader, the wrap of the windows was you idea, u proposed that to me  instead the roof work,  whay?  Probably was easy or cheaper, u ***** all the money  from the insurance, I contacted you to check my roof 

  I regret of all this experience with you! 

   

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