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:08/14/2023

  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.

  Roof done in August 2022. I signed for roof only. After I did, I decided I wanted gutters. The created a "retail" and said I had 280 linear ft. I signed that.The insurance estimate came back with roof damage, window damage, door damage, siding damage and gutter damage (107 feet)When the final bill came (attached) they credited me for the window door and siding, but not the 107 feet of gutter. I only got 280 linear feet which I am happy to pay for, but not 387 feet.These guys then went back to the insurance company because they forgot stuff, and on that they made an assertion(attached) that the adjuster said they wanted the whole gutters replaced, and the number they gave the insurance company was 280 feet(attached).They have also not closed out the claim with the insurance company, so I cannot pay the final bill.I want a correct bill. Then I will pay.

  

  Business Response

  Date: 08/25/2023

     Dear **************************,
  I trust this email finds you well. I'm writing to inform you that the final payment for your recent transaction has been successfully received and duly recorded in your account. Additionally, I wanted to let you know that we have also forwarded the warranty documents to your email for your signature. By signing these documents, your warranty will be activated, ensuring comprehensive coverage for the specified period.
  I would like to sincerely apologize once again for the billing error that occurred earlier. We understand the inconvenience and frustration this may have caused you. Please be assured that such errors are not reflective of our usual standard of service. I'm pleased to inform you that **** promptly addressed the issue and worked diligently to resolve it. Moreover, we've also rectified the billing error on the public adjuster's part.
  Your patience and understanding throughout this matter have been greatly appreciated. We value your business and want to ensure that your experience with us remains positive and hassle-free. If you have any further questions or concerns regarding the warranty documents or any other aspect of our services, please don't hesitate to reach out to us.
  Once again, thank you for your business, and we look forward to continuing to serve you in the future.
  Best regards,
  *********

  Customer Answer

  Date: 08/25/2023

   
  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,
  
  ***********************************

• Initial Complaint

  Date:02/21/2023

  Type:Order 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.

  New American agreed to the completion of our roof per contract which was signed back in June. Upon receipt of $10,514.12, New American has offered nothing but excuses as to why it cant complete the scope of work outlined in Erie Insurances estimate. My attempts to determine when the work will be scheduled and completed have been met with hostility, rudeness and bullying from New American representatives. For example, our original representative, ****, is unable to be reached in any sort of matter. The next representative, ****, continues to ignore texts and calls and only responds by claiming we call the main office. Once we call the main office the secretary continuously hangs up the phones, refuses to transfer us to anyone of importance, and has once even told us "it's not even your money" when questioned why we had no work done although they cashed the check. At one point the manager did speak with us and claimed they were coming out one weekend in December yet literally nothing happened after. It has become clear that New American has no intention of completing any work upon my property. New American has abandoned this project and it is also currently wrongfully retaining the $10,514.12 it received. New American has not provided ANY services to us to date (neither communicating with us nor applying for any necessary permits with the ***************************), and its continued retention of my funds is both wrongful and intentional. We personally spoke with a representative from the village hall in ******** and she notified us no company has requested a permit to work on our roof. At this point, New American has experienced a windfall by retaining funds paid by us, but for which it has provided no services. Their own contract deems a job shall be completed within ninety days of insurance approval yet this transaction began in August and we are currently about to enter March. Our lawyer even attempted to reach out numerous times yet he was completely ignored.

  

  Business Response

  Date: 02/23/2023

  ***************,

   I am Truly Sorry to hear about your experience, Also That our Representative did not meet the level of service you deserve  .

  This is not something New American Home Improvement stands for.  Also,

  I apologize **** was not in a position to help as he was involved in an accident and has been trying to recover.

  We appreciate the fact you considered doing business with NAHI  I am happy to give you a refund.  If

  there is anything in the future we can help you with please do not hesitate to give us a call.

  New American Home Improvement

• Initial Complaint

  Date:09/19/2022

  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.

  Back on Oct 2021 New American Home Improvement (NAHI) knocked on my door storm chasing. I told them to look at my moms house they said they could get the roof and siding done. (**** and *****) they had steered me to a Public Adjuster and offered me no other options. I used them. To this day no work has been done on the property and they cashed the insurance check of $6,084.02. When I gave it to ***** he said they would hold it and not cash it until the whole job was approved by the insurance company Allstate. I also disclosed from the get go I am the acting POA on this for my mother since her health was not good. Come to find out that was not the case, they cashed it. Since then my mother has passed away and they still will not cancel the contract which is null and void and return the insurance check despite the emails attached from the insurance company and the public adjuster telling them otherwise as no work has been done on the house at all. The PA already cancelled their contract. I called NAHI to try to rectify and *** said he would not return the funds. The owner never called me back. In order to resolve this they need to return the funds back which is not rightfully theirs and cancel the contract. All the evidence points to no work being done and the contract being null and void. I am hoping they will do right thing.

  

  Business Response

  Date: 09/28/2022

  Salesman **** met with homeowner ********************* and found damage from a catastrophe issued date on property located in ***********.We offer all of our homeowners a public adjuster service for free. A public adjuster has a license given to him by the state of ********, to talk insurance policies on behalf of all consumers living in ********. We find we get a better result with using a public adjuster service. None of which was forced on *************. He did not have to use our help he made the decision too. We would never have done anything unless ************* wanted us to. 
  

  We were able to get his personal property approved by working with his insurance. His mothers house was a different story. She was not approved on initial inspection by the insurance company. The insurance company then asked us now to get a piece of siding removed for them to send off to Itel. This is needed to track down a piece to do a partial repair. After doing this, the end result was found that no piece made matched the current siding. We informed ************* all the siding and the roof were approved at this point. We all then made the decision to move forward with all new siding and an all new roof even though the roof was partially approved by ************* insurance company. New American agreed to do the entire roof for the amount ************* received with us taking a loss to help ************* out after all this time put in.  
  

  At this time all we simply need is a color picked out. We have reached out several times to get this handled with no end result. Now we get a call that we have done nothing and spent no time helping ************* get approved and he is wanting to cancel. We have told ************* he can cancel, but there will be a cancellation fee. Reason is, we have fulfilled our obligation of getting one full trade approval. Our only obligation is if we get one trade approved, that ************* would be responsible to move forward with the trade if fully approved and it was.

   

   

   

   

   

  Customer Answer

  Date: 10/02/2022

   
  Complaint: 18047125
  
  I am rejecting this response because:

  Only when I complained to *** on the phone did they say the MAY possibly approve.  They have put NOTHING IN WRITING and they said they would not. Also why did they not approve a while ago and now they are saying they approve in this response because I filed a BBB report. THEY NEVER WERE SUPPOSED TO CASH THE CHECK but just hold it until everything as finalized. Also in reviewing the contract it is not even valid because it was never signed by me. 

  Furthermore **** their rep quit his job. As he told me he did not want to work for such an unscrupulous company. I then got supposedly his dad *****. I have talked with him, *** and others there but the whole time nothing has gotten done. As you can see this is almost a year now. As you can also see all other parties involved (Public Adjuster)  have released me from my contract. Bottom line is they need to return the funds in full as there was never a valid signed contract to begin with. Even if I had signed as POA it would be null and void when my mother passed away in June. This company again has not done ANY WORK AT ALL on the house yet they have cashed over a $6,000 check and are holding the funds. In order to make this right they need to return the funds immediately 

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

  

  Business Response

  Date: 10/13/2022

  New American Home Improvement is rejecting this response because:
  
  
  
  ************** did complain to ***; however, it was about the timeliness of the claim process and that the insurance did not approve the roof and siding trades in full. New American agreed that the damage found on the property should have resulted in the insurance paying in full for the roof and the siding. New American Home Improvement has no control over the decisions that insurance companies finalize, but we do fight on behalf of our homeowners to hold the insurance company accountable for their decisions.  
  
  
  
  ************** claim that New American has nothing in writing is inaccurate and false. Our company would never inform a customer that we would not have this in writing. All emails to the insurance company have ************** CCd for transparency with the insurance company. We also have all the notes and emails from the public adjuster that contradict this statement from **************. There is also an agreement that outlines the expectations of our company and how we conduct business. We were able to provide the insurance with enough evidence of siding damage and Allstate approved the siding trade in full in June of 2022. We also wanted to help our customer and we were understanding of ************** situation with this property. New American decided to move forward with the build of the Full Roof and Full Siding trades, even though the insurance did not approve the roof fully. All that was needed was for ************** to determine the Colors of the material to be able to move forward with the build. ************** deciding to take his time on this matter is not at the fault of New American. 
  
  
  
  New American worked with ************** on another property of his that followed the same guidelines that we followed with this property. New American is a general contractor that provided the following services: Drove out to the property to inspect it as representatives on behalf of ************** with the insurance company, worked on behalf of ************** with the denials of his roof and siding, spoke with the insurance company for months attempting a reinspection for the disservice they caused their customer, got the siding approved for ************** with our expertise, and will stay committed to making sure his property is put back together properly with the agreed funds between New American and **************. The initial check was provided to us by the Public Adjuster and endorsed by **************. The first check provided was to cover the labor and material costs for the work that was agreed upon. The amount of funds we did receive will not even cover the labor and material cost in full. New American Home Improvement will have to pay out of our own pocket until the job is completed. New American Home Improvement will not see any payment for their services until the job is completed and ************** is satisfied with the work done. 

  
  On the claim that ************** never signed the contract, I would suggest he look at both signed agreements we have received showing his signature on both. They are identical signatures and *************************** was a witness to both. Forging documents is an extremely serious crime and our company has standards and values that would not ever put us in a position to do what ************** is stating. As frustrated as ************** may be we will not tolerate slander of our company due to a misunderstanding. 

  
  While **** did leave the company, the work he provided for us was seen as highly professional and always followed company guidelines when on the field. **** left on good terms with the company and would always be welcomed back if he ever decided to do so. We have nothing written or recorded from **** that he views our company as what ************** is stating. We asked **** directly if there were any concerns about the companys ethical or moral backgrounds; he stated the opposite of what ************** has stated about us. We would be willing to have him provide this in writing if requested. I do wish for ************** to provide any evidence of what he claims from ****, otherwise this is another instance of ************** providing false information. As for the timeframe of the Roof and Siding trades to be completed, it is up to ************** to determine the colors of the material so we may provide him a build date.

  
  ************** talks much about being Ethical and Righteous throughout this process, however, our company has done everything in its power to protect him and the property from Allstates poor decision making from the damage that was found on the property. ************** has been untruthful in multiple instances, multiple in this response alone. We will provide any and all paperwork, signed documents, pictures, emails, etc. to show that New American Home Improvement has stayed transparent and truthful throughout this claim process. The Public Adjuster may have decided to release themselves from their contract with **************, however, New American Home Improvement has every right to expect to be compensated for the work and hours put into this job on behalf of **************. If ************** will provide us with the color as requested multiple times, we will be able to provide a build date. If not, New American Home Improvement will be taking a percentage of the funds as a cancellation fee to protect our business and the work that was provided. 
  
  
  Best,
  
  
  New American Home Improvement

  
  

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18047125
  
  I am rejecting this response because:

  In their last statement they state"if I am satisfied". Of course I am not satisfied which is why they should release the money back to me or ALLSTATE. 

  They have cashed the check with the money sitting in their bank account which they were never supposed to cash. They violated their own quote above. 

  
  Also for the reasons stated below I reject this response: 
  1. Contract never signed. See attached 
  2. In Contract (even though not signed) it still says under TERMS: "This agreement does not obligate the homeowner or NAHI in any way unless it is approved by the insurance company and agreed upon etc.." (I Never Agreed) 
  3. On the UNSIGNED contract item#6 states " This will expire after 90 days from the date accepted (which it was never accepted) unless extended IN WRITING from NAHI (It was never agreed by me and has been way over 90 days and expired) 
  4. #********************* " Payments are to be made: 1/2 upon date of delivery of materials etc.. balance paid upon completion. (They cashed the check and it's sitting in their bank account. They breached the contract here as well) 
  
  This company cannot even abide by their own contract which is attached here. For this reason **** needs to return the money to me or to ALLSTATE Insurance in FULL. It was also the opinion of ALLSTATE and the PA which I have attached earlier in writing that they are in agreement with me. This can be resolved in full and we can all move on once NAHI does this. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/29/2022

  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.

  This company was hired to repair storm damage on a rental property we owns roof replacement. It is an old house and I discussed with them venting the roof up to code as part of the job before the work was done- we agreed I would pay for any additional costs for the venting. The employee told me they had to do all work to code and assured me the roof would be vented. They filed a permit identifying venting as part of the job. They put the roof on with absolutely no venting. This is in violation of the building code and in violation of their permit. Now they refuse to address it saying it was outside of the insurance coverage. As I understand it a licensed roofer cannot put a roof on with no venting. They refuse to fix it and tell me if I fix it I void any warranty. They are trying to get me to pay full retail price to have them come and fix it and telling me if I hire anyone else to do the work it voids any warranty. It is like they are blackmailing me- also the work should have been done correctly the first time. I want them to vent the roof the way we agreed before they started the job. The home had failed inspection and I dont know what to do.

  

  Business Response

  Date: 09/07/2022

  We have addressed this issue with ************. The only reason this happened was because the independent contractor who was working with ************ in the beginning, stopped working at New American Home Improvement before the roof was ready to build. We had nothing stating anywhere in the New American Home Improvement notes, that ************ wanted to add venting. We are ready to move forward with adding the venting we are just waiting for ************ to say she is ready.