ComplaintsforFresh Page Home Improvement LLC

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10-14-21 had my roof done by Fresh Page On 11-1-21, *************************, picked up my check in the amount of $10,787.25. This was a down payment for the coverage that my insurance covered due to a hail storm. I was suppose to have my roof, siding, gutters, down spouts, facia, windows/door wraps, doors, garage door, screens, AC repair, and Mis. work done with the down payment amount. After Fresh Page received my check I contacted **** on 12-16-21 inquiring when my garage door was going to get done & **** replied asking if they had called. I replied on 12-17-21 stating they were suppose to come out on ****, but never showed & no call. I also informed him about my roof looking indented & wanted him to come out & look at it. He never responded. On 4-10-22, ***, came out to my house to look at my leak. I had a leak in my garage. He had claimed it was from a 12 year old hole, although it wasnt lined up to where the hole was. He asked my dad for caulk, but my dad said he didnt have any as he was not the one who touched my roof. *** had a spare tube in his truck. He then said he would do a temp repair & submit a supplement form to the insurance to have the insurance pay for the damage that the roofers caused. *** was suppose to send the paperwork to the insurance but I never heard back from him. When I contacted my insurance adjuster on 6-10-22, I found out that *** already submitted my invoice on 1-12-22. I found out he submitted additional work that I never knew (in contract it states he suppose to let customer know) Plus, flashings 14" wide that were never changed out, submitted for siding permit (siding was never completed) & drip edge/gutter apron that was never changed. My roof leaks, has missing shingles, shingles are flapped upward, holes at *** ****************** flashings, poor craftmanship, they vandalized my neighbors roof & replaced some of her shingles with my shingles. **** I asked to not enter my property without me knowing since no response since 4-10-22.

  Business response

  08/18/2022

  I will be happy to work directly with this customer to resolve their issues.    I have actually already been in contact with the customer and discussed his concerns.   His roof does not leak, his siding does, we have not performed any work to his siding.  

  Customer response

  08/24/2022

   
  Complaint: 17530522
  
  I am rejecting this response because:

   

  Since April 10th, Fresh Page has contacted me twice. The first time was on July 13th, *** came to my house and I showed him all the flaws and problems that were on my roof. He told me to caulk around the window myself, even though I am not a contractor nor roofer with experience, and to un caulk the hole that he caulked on April 10th. The holes that he wanted me to caulk are nowhere near that big enough to cause this leak and is not where the hole that his workers left. The window holes are also nowhere near the leak site that is seen in the garage. But he still wanted me to go through and caulk it to show proof that the hole he caulked was the original and only source of the leak that led into my garage. (Although my roof has not leaked since April 10th from him caulking the hole left by his original roofers) I completed this task to the best of my abilities since I have never caulked before. 

  
  As for my siding and the rest of the projects that were supposed to be completed, I have yet to hear any updates or anything from Fresh Page. On April 10th we were both there when *** had a **** contractor come out to comb and assess the pre-storm condition of the A/C unit. *** said before he left that day that the moment he received the quote he would submit it to the insurance adjuster, which he has still yet to do almost 5 months later. I was told and shown that the quote was sent from the **** contractor themselves that it was sent on April 25th. As far as everything else there has yet to be any updates or actions on when anything will be completed as previously stated.

  
  When *** came over on July 13th we discussed a couple issues I was having while we were on my roof. The first issue was a flapping shingle that he addressed by either nailing or gluing it down as a temporary fix to the issue. Another issue was the look of my shingles in which he admitted looked bad but said that he was going to contact the manufacturer since the shingles had defects that were from the manufacturer as well as several exposed nails in the shingles. One other issue that was brought up to his attention was the vandalism to my neighbors roof. He called it an industry standard but has yet to explain why my neighbor was never contacted or told about the removal of her shingles to this day. 

  
  Although he claims he has been in contact with me, he still has me doing the communication between the insurance agent and the other contractor for my A/C, even though in our contract it says that he would take care of all of it. And to this day there has yet to be an ice and water shield inspection on my house to my knowledge.
  
  
  Sincerely,
  
  *********************

  Business response

  08/29/2022

  I am going to try and make heads and tails of this rejection, and just answer each thing in the order in which they are presented in the rejection.

  Complainant admits that he was instructed on how to properly perform maintenance needed around windows.  Failed caulk around window noted, instructions presented.    Fresh Page did not perform the original work to the siding, or apply the now failed caulk.   No payments were received for this work.  *****, whether you are a contractor or not, you are a homeowner.   Routine maintenance is a part of home ownership.   After showing you how to perform this maintenance, you said you were capable of handling it.   I told you to just let me know when this was done, and I would come back out with the thermal imaging camera to determine if any additional water intrusion was occurring.    You said that you would complete this in a few days.   I reached out to you after the next rain to see if you had done this, you had not.    I again reiterated to let me know when that was done, so we could meet again to perform the thermal camera inspection and address the other outstanding items.    You agreed. 

  I never stated to "uncaulk" anything.    The "hole" you are referring to is pictured in image "roof 7" correct?   That "hole" is not a hole.  It is a poor workmanship from the original siding installer.   You can clearly see that the original J channel does not meet.   I am unsure if he is your Father or Step Father but "*****" caulked that area.    I met with him the following day and explained why this was not needed.   Step flashing is installed behind the siding and underneath the shingles properly and therefore caulk is not needed.     

  Regarding the Siding, when we met last you informed me that you did not think that you would be able to complete the siding as you had a large deductible and quite a bit of non-recoverable depreciation on your policy.   You stated that you did not have the money to come up with the difference and did not think you were going to perform the work.    

  The **** contractor who is also "*****" as stated above, still has not paid his bill for the work performed to his home.    Just to connect all of the dots for anybody who may be reading this, *********************** is the **** contractor.   April is his wife, and one of the other 2 complaints that are ongoing.   Although unrelated to this thread, the 3rd complaint is also *****'s very close friend.    In 8 years with the BBB I have only had 3 complaints.   April, her son, and her very close friend.   I speculate she is the one pulling strings behind the scenes here.     I am not an **** contractor, so I am unsure how this is all tying into this complaint.  

  The "Vandalism" to the neighbors roof may be viewed in the image "Roof 12".  Anybody reviewing this exchange may look at the "Vandalism" and determine if that is the appropriate usage of this word.   I have been in contact with you.   The complaint was filed July 6th, you admit in your rejection that we met on July 13th.    Again, I am awaiting confirmation that you have performed the maintenance to your window to meet with you again.    Once you provide confirmation that this has been completed, we can schedule a time to perform the Thermal Imaging Inspection and discuss any outstanding items.    If you feel that you have provided confirmation that the maintenance has been performed, please provide a screenshot here.

   

  Addressing the attached images:

   

  roof 1:  original siding installation.  work not performed by Fresh Page

  roof 3:  appears to show shingles installed correctly.   The right side of the image is raised as all of the homes in your neighborhood seem to have raised rafters on the outside wall.   I presume this is due to a fire wall between townhome units.

  roof 6:  nothing visible in the shingle that would affect your lifetime warranty

  roof 7"  original siding.  Work not performed by Fresh Page.  Additionally, image shows caulking performed by "*****"

  roof 11:  ridge vent

  Roof 12: Homeowner states this is "Vandalism".   

  Roof 15:  wind damaged shingle.   95 mph winds passed through the area in the spring.  This is likely from that event.   Temporary repairs already performed.  Agreed to perform permanent repairs once confirmation of homeowner required window maintenance performed.

  Roof 18:  Original Flashing, which is secured behind the siding.   This flashing was not replaced during the roof replacement as it is nailed to the wall behind the siding.   At the time of the roof replacement homeowner was planning to replace the siding.   This flashing would have been replaced at the time of the siding installation, in order to prevent siding damage, to old brittle siding.  

   

  Status of Project:   Fresh Page Home Improvement awaiting confirmation that Homeowner performed required maintenance to the caulk around his windows.   Once this confirmation has been received Fresh Page Home Improvement agrees to perform additional thermal imaging inspection, perform permanent repairs to wind damaged shingle, and address any other potential outstanding issues.... all as previously agreed in Verbal Conversation which occurred July 13th

  Customer response

  08/31/2022

   
  Complaint: 17530522
  
  I am rejecting this response because:

  Using Pats own words, I am going to try to make heads or tails of this response and will just answer things as they are presented. 

  
  First, I never admitted that I was instructed on how to properly perform maintenance needed around my windows. I was just told to caulk around the windows. While caulking windows is routine maintenance, it is not required when I am paying you to do that for me by replacing my siding. I was never shown how to perform this, as I would have just had you finish the other holes at that time. I did as you asked and both caulked the holes by the window and un-caulked the hole that you originally caulked. You texted me on 7/19/22, when you asked me if I caulked. I said I did not because I got super busy with work which I was out of town for at that time. You responded with no worries, you were just checking so it wouldnt have time to dry out. But there has been radio silence since that day. (Refer to image labeled: Last messages.jpg)

  
  On 8/18/22 you responded to my original BBB complaint from 7/7/22. When I then responded to your response on 8/24/2022 that is when you were notified when I caulked since I caulked on 8/16/22. Due to myself, along with several roommates getting Covid and we were under quarantine. I was waiting to inform you and for another heavy rain day. On 8/24/22 you were made aware of this caulking through my response on the BBB. You stated, when referring to the image roof 7 that the hole is not a hole?, But it was caulked by *****, this is FALSE! On 4/10/22 you came to my house, met with myself, *****, *****, my brother *****, and my roommate ***. We were all in my garage when you asked ***** for caulk, in which he responded that he had none, so that is when you went to your truck, got the caulk and Tyvek tape, proceeded up your ladder and caulked the hole in roof 7 and cover another hole in the siding with the Tyvek tape because you were unsure where the leak was coming from. In the garage you also admitted, with witnesses, the siding already should have been done and therefore this whole situation would have been prevented. Due to this, we are now in the situation we are in and you stated that you would file a supplement claim with the insurance to have them cover the additional water damage to the interior of my garage and was told you will take care of it all and not to worry. I know ***** did not meet you the next day, 4/11/22 because 1) he was out of town for work and 2) he would have never met with you alone without me being there to discuss or take action at my house, which he has no connection to. (Refer to images labeled: Admission to temp fix of hole.jpg and Garage leak.jpg)

  
  Regarding the flashings, you stated the flashings are all original and were never replaced besides the Pipe **** flashing, but yet you invoiced my insurance and myself for a charge of $171.00 for new flashings?

  
  The next comment is about the siding, this comment is also FALSE. When we met on 7/13/22 I told you I was upset because you never explained that my roof was not fully covered so when you took my check for $10,787.25, that covered just my roof. You stated, no, you would take care of the leg work with the insurance to get the rest of my houses other projects completed. My deductible of $1000.00 was NEVER an issue! This is why you told me to reach out to my insurance adjuster to pick up a piece of siding so they can color match since I needed a whole wrap according to you. After speaking with the insurance adjuster he told me that in reality, the contractor would have to submit the sample piece into ITEL to see if a match can be found. This is another issue that I have still not heard anything as far as an update from you. Again, myself, April, and my co-owner were witnesses to this conversation and ***** has emails from you and her regarding my house. In which again is another issue of you not communicating with me about MY house.

  
  As far as the **** contractor, you stated I can get any **** contractor that I trusted. ***** has been in the field for well over 25+ years, therefore I trusted him. He came out on 4/10/22 to comb the A/C with myself present and Pats own video of the combing.. Whatever the issue or concerns you and ***** have is not my issue and we discussed this before and on 7/13/22. Again on that day you admitted that it was wrong for you to combine the two homes, which now has turned into two complaints. As far as this obsession with my mother, *****, I find it completely unprofessional to constantly be bringing her into things she has nothing to do with. You mention a third complaint person as a close friend of *****, which is news to both me and her since she does not know this person personally. This is a person April referred to *************************** was first going door to door after the hailstorm. Even though you claimed that in the last 8 years of being on the BBB, that these are your first 3 complaints, that is not true because you had two previous complaints that were eventually closed. The reason why the **** is in the complaint in the first place is because my insurance paid $284.03 for combing and straightening of the A/C condenser fins. Which was in the original first check you received. You also asked ***** to write a letter after you sent him the wording from the A/C combing in order to get my A/C replaced. ***** has sent this over to you and you have still never submitted a supplement request claim to my insurance adjuster. I verified this with my insurance adjuster.

  
  My original complaint was filed on 7/7/22! Which I stated you have not been in contact with me since 4/10/22. You then responded on 8/18/22 AFTER you were suspended by the BBB for failing to respond to the complaint. You only responded to get the suspension lifted and not to resolve or address the issues with my home in the original complaint. Yes, on 7/13/22, which is after I filed the complaint, is when we met at my house. But this was AFTER I APPROACHED YOU at Aprils house while you were inspecting her ice and water shield. This was after I sent an email, which was sent on 7/6/22, to both you and the village inspector in which neither of you two responded to said email. This shows that you had no intention of coming over to my house or meeting with me in general. I told you then, when we were on my roof, that I was testing you because I did not believe words and would only believe actions going forward. You fully agreed to those terms and yet the only communication I have received was two text messages. You have not communicated with me since. There has been no action taken or put in place since 7/13/22, when all you did was beg for forgiveness, for the previous lack of communication and the combining of the two homes. You said moving forward that there was going to be a change. There has not been any change.

  
  Regarding the shingles in which he stated were blown because of the 95 mph wind. According to ***** Corning warranty department at *************, my shingles, which are the ***** Corning durations, should withhold up to 130mph winds with proper installation. This includes 4-6 nails for each shingle. Also, according to www.wunderground.com, Hebron, ** has not received more than 62 miles per hour winds in the spring of 2022. So please give me the date in which the event you say occurred in Hebron, ** that had 95mph winds AFTER my new roof was installed and BEFORE you came to do a temporary fix. I reside in Hebron and have not experienced that wind here during this spring.

  
  Pat, you said that you were awaiting confirmation of the performed maintenance, which if you read the last rejection, you would see that it was stated that the caulking was completed.

  
  *******, whether you are an educator or not, you should know the definition of Vandalism. In case you do not, here is the definition, as copied and pasted from the Oxford Dictionary, any action involving deliberate destruction of or damage to public or private property. But I think you should know this since you used it to describe what ***** allegedly did to his roof. You claim that they took off shingles and placed them back in a worse state, which is exactly what you did to my neighbors roof. Again Fresh Page nor *** have reached out to her letting her know of their actions to her roof. You tore up her shingles and replaced them with ones that do not even match the color of her shingles. You claim to have been doing this for years but you have yet to provide an answer to why this was done besides the firewall. (Refer to image labeled: Fresh Page use of Vandalism)

  
  In conclusion, ******* you are a business owner, but while responding to my claims you are more focused on an audience and pushing an agenda then you are fixing the problems with me, your customer. This audience that you are trying to reach to has no connection to me because I just wanted my stuff done correctly the first time. I know I am not a business owner, but in my opinion, that is a bad business strategy. This is especially bad when you keep bringing up the customers mother into something they have no business in. All the while slandering her by saying she is some sort of puppet master behind the scenes. Like I said before and for probably the hundredth time, all I ever wanted was for my house to be like it was before the hailstorm almost a year ago.

   

   I have attached 4 photos that were pointed out above. If they, for whatever reason do not show up, please let me know and I can send them another way.

   

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

  Business response

  09/06/2022

  *****,

   

  You stated that you performed the required caulking around the windows on 8/18?    The 2nd part of our previous agreement was that you would reach out to me directly once this was completed, and we would schedule a time for shortly after a rain to inspect again with the thermal camera.    Have you done so?    

   

  I am solutions oriented, not problem oriented.   That's just the way my brain is wired.

   

  As previously stated, I will happily come back out after a rain to inspect, and correct any deficiencies in our workmanship if any our found.    Besides that, what is your desired resolution?    

  Customer response

  09/10/2022

   
  Complaint: 17530522
  
  I am rejecting this response because:

   

  *******, in response to your question of if I have personally reached out to you, yes I have. Was it after the BBB response, again yes, because as you hopefully read in my response, myself and then a roommate got Covid. So when I responded to the BBB, I informed you that I completed the caulking around the window as requested. As soon as I submitted the response, I emailed you on August 25th, in which again, no response. I waited a few days for you to respond, in which I then sent you another email on Sept. 1st. In that email, I was requesting the *** amount of $284.03 so I can pay the **** contractor for the combing work he preformed. This was included in the first check that you received and once again, no response.

   

  You are only solution-oriented to keep you from being suspended by the BBB, again. Not once in your responses do you give any solutions to my problems, but instead you asked me multiple times to solve them for you.

   

  As for my desired resolutions, I have two options. The first is you, *******, stick to your word and our contract and you finish the work, no more excuses, and within a reasonable timeframe. I want dates on when each project will be completed. I also want consistent communication from you with updates within 48 hours of me asking for updates. These are very simple requests for a reasonable person to accept. 

   

  The second solution is to refund me the whole amount of the first check that you were given. This would be for me to get my house and roof up to pre-loss conditions properly. If you agree to this resolution, I will accept your response on the BBB, which wouldn't then show this complaint on there, and we will go on our own separate ways. This would be done once I have received a cashier's check in hand. Once that is done, you will never have to hear from me regarding this house again. This is a fair deal for the both of us if you choose this route.

   

  Once you give me a response in which direction you would like to go in, we will then discuss the details of the route. This would include dates, consistent updates, and much better communication with the first term and a check for the second term. Until then, I look forward to reading your response on the BBB, since my emails tend to go unread. 

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

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed contract with Fresh Page on 9-27-21 after a hail storm came through our town. Fresh Page agreed to fix what my insurance allowed. Roof, shed roof, siding, gutters, garage door, 2 window screens, patio screen door, mailbox, Drip edge, flashings, gutter apron, starter strip, all vents, and ridge shingles on main roof. ***** roof supplies were delivered and roof installed. 10-28-21 *************************** picked up a $20,767.71 down payment check from ************************** After the check was picked up communication was very complicated as ***** never responded. ***, owner, got involved. communication was even worse! was suppose to have everything completed within two weeks from roof completion, per Billys text. no communication. ***** decided to hold off on siding till spring since weather was getting colder but to have everything else completed. after several back and forth emails, *** and I left each other alone. 3-8-22 I reached out to *** to see if we can start fresh and get my house finished. he agreed. **** siding was put on. that day did a walk around. pointed out several things wrong with our roof. Flashings were never installed, caps never installed, gutter apron was reused, ridge shingles not straight, shingles fly off roof, drip edge very wavy and sticking off facia, facia and drip edge dented, drip edge stick off the facia, some spots up to an inch, missing gutter on east side of valley, ice and water barrier never inspected prior to roof being installed (per village), no final inspection with village ever completed, no inspection on siding from electric, plumbing, roofing, hvac per village, damage to our interior walls (which *** was suppose to credit us for)4-25 informed *** that we had a 2nd and 3rd opinions come check our roof. last form of communication with *** was **** regarding a different property. then nothing till ****, when he informed me he submitted an invoice to AMI, after I had to hire an attorney to send letter to him. Nothing else done

  Business response

  07/05/2022

  In order to formally respond to this complaint, I will need to upload a myriad of documentation.    This system is not allowing these large files to be uploaded.    This documentation includes 140 printed pages of email communication between *********************** and myself.  Invoices, photo's, our contract with language pertinent to these allegations.    ***** emails outline our exact communications.  They show how I've made every effort to make have this project go smoothly and without hiccups, while receiving nothing but interference from April the entire time.    They show how we are able to reach an agreement, only to have her attempt to sweeten  the deal the next day.    They show how she has a habit of telling us not to come on to her property until such and such date, all the while sending emails asking "why is this job not complete?" , and my immediate responses, of "We need access to your property to provide service".    ***** communications include several separate instances of my accusing April of attempting to commit insurance fraud, reminding her of the penalties,  and my refusal to go along with it.  They show a pattern of perceived problems, and my inquiry to "what do think is a reasonable solution?".    No reasonable solution is ever provided by April.    She always refers back to wanting a refund for down payments paid to date, and refusal to pay any of additional funds owed.    They also outline our written change orders, the fact that I have repeatedly told April that our warranty begins when substantial payment has been received.    She still owes the company just shy of $13,000, and has been informed that we will provide repairs if needed when a portion of that has been received (per the terms outlined in our contract).  She has refused to allow us on the property to inspect, which leaves us unable to correct any issues. 

  It is also worth noting that in 8 years of doing business I have not had a single complaint until the last month.  Both of these complaints stem from ***********************.   The other customer had informed me that "he heard bad things about our company" from April.    After that conversation, our relationship with him deteriorated rather quickly.    That being said, I also foresee one additional complaint arriving soon.   That complaint will be from ****** however written on behalf of her son, as she has also attempted to steer the ship on that claim / restoration project as well.    This project was destined for failure the second that ****** having little to no experience working through insurance claims or exterior constructions, decided she wanted to act as her own Project Manager.    A professional babysitter trying to direct a complex restoration job would be much like me going to the doctors office and taking charge of providing my own diagnosis and treatment plan.  

  I am a genuinely nice and caring person who loves what I do, and loves possessing the ability to help homeowners recover from disasters.   That being said, I refuse to be taken advantage of, and it is my professional opinion that this has been April's #1 goal since the day that she received her first Insurance Check in the mailbox.   I actually warned my sales person to watch out for this customer before the project began, as I have worked with people who attempt to squeeze every last drop out of every person they come across in the past, and all of the warning signs were there with this job before the project even began.  /

  I can provide documentation backing up all of my comments above, however as previously mentioned my documentation consists of over 140 pages when printed.    Please provide a direct link or other means of uploading these documents, and I will gladly provide them to back up my position.  

   

  Customer response

  07/06/2022

   
  Complaint: 17468446
  
  I am rejecting this response because:

  First, Id like to start off by saying, I've questioned this company since the day I signed the contract. I also questioned the check being signed over to them and not being paid for each completed job, from the beginning. (See attached screenshot texts with ***************************). I am also very glad that ******* can provide the conversation between us. As you will see, there was lots of going back and forth. The emails started AFTER the back and forth with *****. We were told our siding, garage door, shed roof, screens would all be completed within two weeks of our roof and them receiving the first check (per our phone conversation with ***, ****** ****** ****** which was on speaker with *** and ***** by us) They received that check on 10-28-21, when ***** texted me he said once check clears they would have us scheduled within **** days for our siding. As you see in the screen shots from *****, that wasn't the case. It wasn't until 11-10-21, we decided to hold off on the SIDING ONLY because they never had us scheduled and I told them I was leaving for out of town AND the weather was taking a turn plus with the holidays, we didn't want to have the mess the week of Thanksgiving. I did tell them we still wanted the garage door completed though. 10-29-21 was when ***** texted me. I reached out to him several times asking about garage door companies and asking what was going on since I haven't heard from him. It wasn't until 11-10-21, when I sent him a text stating we were gonna hold off till spring for the siding when ***** responded! Over 2 weeks and no response...after they received their first payment. Then he said the garage door people were suppose to come out. Again, asked him questions regarding that. and Again...no response until 11-15-21 when I requested ********* phone number. Then on 12-4-21, garage door guy was suppose to be at our house at 9am, after calling to verify he was on his was, the garage door guy, **********, had informed me he no longer does any business with Fresh Page and if I wanted to still get my garage door completed from him, I can he just didn't want anything to do with *** or his company. I immediately contacted ***** and ******* regarding this as well. 

  Yes, we have had a lot of  back and forth emails, I have never denied that. But why?? The lack of communication! I went days, weeks with ***** before ******* was even involved before ever hearing back from them. ******* is always stating I'm trying to "insurance fraud" but I'm a homeowner just trying to get my house completed, which its still NOT. I trusted this company because we knew *****. ***** assured us that our house would be completed before winter 21 and here we are, July 22, and its not completed, in fact, in worse shape then before. The contract states my house would be fixed to "pre loss condition" my house is not fixed! My shingles are flapping at the ridge cap. The flashings were never even replaced with new flashings. Which we would of never even knew if we didn't have two other contractors and our village inspector come out and verify that. Fresh Page submitted the invoice to ************************* charging them for the Chimney Flashings, then realizing we knew they weren't replaced, sent me a different invoice with a different amount but never sent the correct invoice to our insurance company! Talk about insurance fraud!  Also, I only told you guys NOT to enter my property when no one is home unless we are notified OR at home due to me not knowing someone came and took our screen door AND still gutter guys were here when I came home with no notice to me. I have dogs and children. My dogs were going nuts and my children were scared because they were unaware of anyone coming over to work on the house. If you had children, maybe you would understand you wouldnt want strangers on your property without being notified either. 

  As far as any other person filing a complaint, that person actually told me about the BBB, not the other way around. And my occupation has nothing to do with this claim. I to am a kind and caring person. I too will not be taken advantage of nor will I let anyone take advantage of my 23 year old son, you are correct. If that was my goal, I would not of referred your company to the whole town of Hebron! I would of told everyone to NOT go with you, but instead I continued to advertise your company and refer you. (look at screenshots) I had people coming up to me asking me about my roof! Why does it flap in the wind! Why I'm missing shingles? Why is my facia so wavy? Why is my shed different? Why does my siding by my door buckle? Who in the world did my roof? I simply always replied... Fresh Page or just pointed right at your sign that you wanted me to advertise so proudly!

  I too have more screenshot conversations of ***** and Mine as well as ********* and mine. Unfortunately, I couldn't upload anymore either. I also have my original pictures from my insurance adjuster to show the before and after work of my house. I have the letters from the Village of Hebron inspector, as well as statements from two different companies verifying the current damage fresh page has caused on my house. I also have an email from our insurance company stating they were suppose to complete ALL work. Work cant be warrantied, when the job was never completed right the first time around. also, per the insurance, it cant be covered if the work was never fixed the first time. Not one email has been sent out in an attempt to repair my roof, facia, or gutters until I got the Village president involved. Wed. July 13th is when *** and D*** is suppose to come back out and rip up my roof to verify the ice and water barrier...since that was never done either, per the village agreement. So now I will have something else to worry about when you tear up my already damaged roof! Thats just to verify the ice and water barrier too. Still no conversation on the rest of my house. 

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

• Initial Complaint

  05/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Fresh Page to help with hail damage insurance claim and to do the repairs. The insurance assessed damage and gave us replacement value of ********* We then came to agreement with fresh page to replace roof, gutters and siding, all covered by insurance after assessment. Our roof was replaced by Fresh Page on February First. At completion of the roof they wanted payment of ********* which we gave then. In April they contacted us claiming insurance denied additional claims for the roof and suggested we hire thier in house public adjuster to represent us. To better understand claims we asked to see what they needed additionally from our insurance. We then got an email from public adjuster of the additional funds she wanted from insurance. When we looked at the list there were many red flags. They were asking for extra money on items we discussed them not doing such as fascia, windows etc. We were told if we didn't hire the public adjuster we would be stuck with an additional ******** out of pocket. When questioning why they are charging for things we didn't want he told us that if we didn't feel they were doing a good job he would allow us to break contract and end business with them with no additional charges. We would only then be responsible for the charges for the roof. At this point we asked if we could please get a separate itemized receipt for the roof. We have been asking and are still yet to receive receipt for the roof so we can settle with them and get the rest of our money back to repair the rest of our damage. The last time we spoke to them on phone they told us roof would cost upwards of ****** dollars. I asked again please send itemized receipt as amount keeps changing and increasing after the fact. They have been very dishonest with dealings with our insurance. They quoted our insurance in March after roof complete for ********* We just want our return of ********* and a receipt so we can complete the rest of our hail damage repair.

  Business response

  06/08/2022

  Seeing this complaint is extremely disheartening.   Erie ********* did assess your damage and come up with an estimate in the amount of $31,427.80.    Prior to signing a contract, we recommended that you reach out to your insurance provider to see if you had "Building Code Coverage" as there were several building code requirements which were not properly accounted for in ****'s initial estimate.     This is quite common, as adjuster's are not contractors, and typically only estimate for items which they can visually see.   They do not account for what is necessary to perform a project, they account for what is visibly damaged.    You confirmed that you had reached out to **** and were able to confirm that you would be reimbursed for any additional building code requirements once they were completed and the cost incurred.    The contract that we signed 1/21/2022 (also attached to this response) clearly states in bold letters "Please call your insurance provider to ask if you have "Building Code Coverage".    It further states "Building code compliance is required by law.   Once provided, Fresh Page Home Improvement will charge customer average industry standard prices for additional Labor / Materials which may be needed to comply with local building codes."

  After completing your emergency roof replacement, we forwarded the building code requirements and an invoice to ************** for work completed.   This email (attached) was sent on March 26th.   We provided all code documentation, and highlighted key points to make it easy for the adjuster to digest and understand.    At that time we also made the adjuster aware of additional building code requirements that would be needed to perform the siding replacement as well.     We received no response, and again on April 6th asked the adjuster if he had reviewed the documentation provided.   He responded by saying only ******-have reviewed your estimate. Please find a copy of the one we did provide to the insured in October for the storm claim."   This response was not valid.   He did not state any useful information, agree or disagree with any of the documentation provided, or provide any reasoning for his position.  When this response was received we reached out to you to explain how this is extremely unprofessional."   
  You spoke with a Public Adjuster, who offered to represent you for no additional fee.  April 12th, ******, an ******** licensed Public adjuster presented you with her assessment of your loss, and issues with the adjuster's actions.   She stated that she believed that your adjuster was in violation of multiple State Statutes regarding Fair Claims Handling Practices.  She also provided her detailed, itemized estimate, photos, applicable building codes, and offered a very detailed explanation of how she would be able to help you through this situation.     You made an appointment to meet with her at your home.   However, prior to that appointment, you called Bill of Fresh Page Home Improvement to cancel that appointment without ever reaching out to *************  She sent you another email on May 2nd, providing a more detailed explanation of the services she provides, and again reiterated that there would be no fee for her services.   (Both of those emails are attached to this response).

  
  You proceeded to call me (President of Fresh Page Home Improvement) to discuss your feelings on this matter.    We spent about 45 minutes on the phone.   On that phone call I stated that if you felt that we were not acting in your best interests and wanted to cancel the contract for any remaining work which had not yet been completed, that we would absolutely allow you to do so, and waive the typical cancellation fee.    I pride myself on treating people the way that I want to be treated, and offered to waive the cancellation fee as an act of good faith.  On May 3rd, I sent you an email memorializing this conversation in writing.   You attached a small portion of that email to your complaint, I have attached the complete email in its entirety to this response.  I am also an ** Licensed Public adjuster, and confirmed that I was in complete agreement with ******'s assessment of your claim.    I stated that I believed that your adjuster had violated several statutes as outlined in the ** Fair Claims Practices Act.    I again provided a detailed breakdown of the building code requirements, with costs per square foot for these items.   I also included a link where you could view the ** Fair Claims Practices act, and again reiterated that Eyes Open Adjusting would represent you for no additional fees.    Eyes Open Adjusting would be able to hold your adjuster accountable, and make sure that he was following the policy, and make complaints to the ** **** of ********* if he wasn't acting ethically or violated the ** Fair Claims Practices act.    We spoke again after I sent this email.   You stated that you wanted to reach out to your wife and schedule a time to sit down to discuss in detail.  You never found any time to sit down with me.  I mentioned that it would only take us ***** minutes to go over all the documentation side by side, so we could present an apples to apples comparison and present all of our documentation.    You repeatedly stated that you didnt want to spend any additional time going over the claim.   However, we spent 40 minutes on the phone on multiple occasions.   During these phone calls you were either working or in your vehicle and unable to view documents.

  
  Your complaint states that you never received an Itemized "receipt".   This is partially true, as the project had not been completed therefore a "receipt" would not have been appropriate.    However on April 12th, an itemized breakdown of what we would be charging for the project was provided.   We referenced this itemized breakdown several times when speaking on the phone and throughout our email correspondence.  You also stated that we were charging for items which we were not replacing.   This is completely false.   We had damaged items included in our "Estimate of Damages", such as the Fascia, windows, etc.   This was also explained several times while we spoke on the phone.    I explained that these items are damaged, and would be included in our Estimate of Damages, when presenting this information to either you or your insurance carrier as they were in fact damaged.    I also stated that our invoice would absolutely not reflect any items in which we did not replace.   Reading this complaint is the first time you ever asked for an invoice to settle up on the roof project, and the first time you have ever asked for a refund for money already paid, and the first time you have mentioned wanting to proceed with cancelling the contract.     If you have any documentation that would show this statement to be false, I would urge you to attach it to this complaint thread.    I have prepared the final invoice which reflects actual costs on the date in which the roof was installed.   It also depicts charges for Building Code Required Items which were installed per the terms outlined in our contract (attached).  Some of these items were not properly accounted for in ****'s original "Estimate".    I have sent a Deluxe ******* in the amount of $9,339.79 which is the difference between our roof invoice and the down payment received on 1/31/2022 

  
  As I stated before, I am an IL Licensed Public adjuster.   I read policies all of the time.  Although I have not read yours, any **** Policy that I have ever read states "Replacement Cost means:   1.  In the case of loss or damage to buildings, the cost at the time of loss to repair or replace the damaged property with new materials of like kind and quality for the same use at the described location."    Page 12 states:  "Ordinance or Law Coverage:  If a loss by a PERIL WE INSURE AGAINST occurs to covered property, or the building containing the covered property, "we" will pay for the increased costs incurred due to the enforcement of any ordinance or law that is in force at the tie of the loss up to $20,000."  Page 13 States "AUTOMATIC ADJUSTMENT OF COVERAGE AMOUNTS: This policy provides "you" with a guard against the effect of inflation in construction costs for "your" dwelling, other structures and personal property."  Page 14  LOSS SETTLEMENT - Dwelling Coverage - Guaranteed Replacement Cost:  We will pay no more than the actual cash value of the damage until the actual repair or replacement is completed.  When the repair or replacement is completed, we will pay the additional amount you actually and necessarily spend to repair or replace the damaged part of the property.    If the property is actually repaired or replaced, payment will not exceed the smallest of the following amounts: 1. the replacement cost of that part of the dwelling damaged for equivalent construction and use on the same premises: or 2. the amount actually and necessarily spent to repair or replace the damaged dwelling." 

  
  The ******** version of this wording means that you should not have to come up with more than your deductible for a covered loss.  **** will pay the replacement cost of the damaged items.   Now that you have a final invoice, I will be returning the difference between your down payment and this invoice.  I would urge you to submit this invoice to **** and demand reimbursement for "the amount you actually and necessarily spend to repair or replace the damaged part of the property."   If **** feels that we are charging too much, they have a duty to report us for "Price Gouging".    As our pricing is fair market value, at the mid-point of other local contractors, with our profit margins being at or below recommended margins that are taught in most business schools across the nation,  I am confident that they will not choose to do so. 
  I certainly wish you would have allowed us to assist you to the furthest extent of our abilities, ensuring that the value of your loss was properly appraised.   

  Although I am a little disheartened seeing this complaint, I hold no hard feelings or animosity towards you.    If you need help obtaining reimbursement, I would still be happy to assist you.   As previously mentioned I treat people the way I want to be treated, and hate seeing Hundred Billion Dollar Corporations stepping on the little guy.   Unfortunately, that's exactly what happened here.    If there is anything I can do to assist you in the future, please let me know and I would be happy to do so. 

  Customer response

  06/13/2022

  Hi,first off we still have yet to receive a receipt for the roof. The attachments were empty. I called bbb and they confirmed they were unable to open any attachment. In response we did verify we had building code coverage and **** asked to be notified of any known items that were not covered before starting and work. We had mentioned to ***** on multiple occasions. On the day of the roof installation we asked ***** if he notified **** and he said he spoke with our representative and he said he didn't have time to come out. When we spoke to our representative recently that he never had received phone call and was still unaware that our roof had even been completed. The reason we wanted to cancel the meeting with ****** was because we were getting very different stories regarding charges for the work from both ***** and ******. This is why you were invited into the conversation. Your response was ***** was new and didn't know what he was doing. Clearly we had a conversation about canceling prior to email sent on May 3rd. I will also attach text message with you asking multiple times for a receipt for the roof. To this day we have yet to receive it. Written on our contract we addressed not doing Fascia . When we reviewed what ****** sent to our insurance you were asking for additional money for the fascia. We spoke our insurance who have been very helpful and always quick to respond and they have a very different timeline and story. You have made alot of claims about our insurance but they have provided us with more documentation and not giving us mixed messages. The insurance informed us that they received a bill in March and April with a price increase in April after the work on the roof has been completed. They wanted to speak with you about questions and were unable to get a response. This is why they were surprised the roof had been completed in January. Seeing as how we still have yet to receive a receipt we it makes the most sense to use the March estimate as the work was already completed at that time. I will attach the estimate as well. We were informed that you cannot charge us for overhead and profit of ******** as only one trade was preformed. Also, ****** for N95 masks are not needed for outdoor and both my husband and I did not witness a single worker wearing a mask on our roof. We received a portion of our money back and are still waiting on the remainder. Hopefully we can get this settled soon

  Business response

  07/07/2022

   ****,

  I'm sorry to hear that the attachments were empty.   I submitted them directly to the BBB via email, and was not notified that these were un-openable.   I will happily resend that attachment to you directly.   I am going to respond to your written complaint in the order the issues were brought ** in your email.   

   

  Building Code Coverages are typically considered "paid when incurred" meaning that you must actually incur the cost, or have the product installed, prior to them being paid by insurance.    We had sent documentation to ****, and received the response "please see previous estimate sent"   this was included in the attachment.  

   

   Having the meeting with ****** would have certainly eliminated your confusion.    Both ****** and Myself asked to schedule a time to sit down and go over all of the paperwork side by side, to help you understand where the discrepancy lied.   Anytime we spoke, you were at work and unable to access paper or electronic documents.  This is the exact reason we requested to schedule an appointment.    We stated repeatedly that with the documentation in front of us, we could make everything ******* clear in 20 minutes.    However, you preferred to spend ***** minutes at a time discussing the project while you were at work and unable to look over the documentation.    I did say that ***** is relatively new to the industry, and did not understand the ins and outs as ****** and myself do.   Everybody has to start somewhere.    This is exactly the reason both ****** and myself were brought in to the equation. The receipt for the roof, was included in the attachment previously sent.   I will send that directly to you.  

   

  As previously stated, we submitted a damage estimate which did in fact include the fascia.  This was not an invoice.   You had intended to not replace the damaged fascia, and keep the *** (actual cash value) payment for the loss in value to the fascia.    We explained the difference between *** and RCV (recoverable cash value).    You were notified that the depreciation applied to the fascia would be retained by **** if this work was not performed, yet you could lawfully keep the *** value.     Regardless of whether or not you intended to perform the work, the damages should be accounted for in any damage assessment.

   

  If your insurance has in fact provided more documentation and a different story, please provide that.   We can compare apples to apples against our documentation, which was part of the attachment sent with the previous response.   You state in the first line that no receipt was ever received, and that your **** representative was unaware the roof was completed.  However further down in your complaint you state that **** received a bill in March, and again in April which directly contradicts this statement.

   

  **** has our email, as **** (your adjuster) has received several emails directly from us (provided in the first attachment).  So I am unsure why they would not be able to get ahold of us.    Can they provide a copy of an email sent?

   

  As a Public Adjuster I can attest to the fact that the policy determines what is and is not owed.   In addition the ** Fair Claims Practices act, which may be viewed here: https://www.ilga.gov/legislation/ilcs/documents/021500050K154.6.htm states that   n) Failing in the case of the denial of a claim or the offer of a compromise settlement to promptly provide a reasonable and accurate explanation of the basis in the insurance policy or applicable law for such denial or compromise settlement;   

  is a violation of this act.    Did your adjuster provide this if he is denying Overhead and Profit?    Did he provide this when he neglected to review our documentation submitted in March and April?  As both ****** and myself informed you on several occasions, it was our professional opinion that several of these sections were violated by ****, representing ****.

   

  As I now see that you reference your husband in this complaint.   My entire interactions and discussions were directly with *********   ******, do you have an email address you would prefer me to send the previously sent attachment??

   

   

   

  Customer response

  07/12/2022

  *******, we were hoping to resolve this issue quickly and civil based on facts. Being that your company is accredited with the BBB we would assume you want the same.
  In previous messages we provided documentation that you would let us end the contract with no additional fees and charges, only having to pay for the work completed. The attachments you provided once again have nothing in them. We also have yet to receive any email as well including any attachments. I reached out to the BBB to have them forward me any attachments and they confirmed they are unable to open any from you this whole case.
  We are once again including the quote for the roof that was received by **** in March. This was the first quote sent after the work was completed in February.
  **** did deny the N95 masks and overhead and profit based on the fact that N95 masks were not required for outdoor work and overhead and profit is denied based on the fact that you only preformed one trade. I will send attachment of this email.
  The total on your estimate was *********
  Minus overhead and profit ******** and minus 95 masks ****** leaves a total amount we owe you as *********
  We paid you a check for the amount of *********. We received back 10,339.79.
  We are asking that you return the remainder of ******** so we can resolve this and move forward.
  Thank you, ****

  Business response

  08/25/2022

  I will agree that the N95 masks were not necessary, as the ever evolving CDC guidelines had changed.   I will happily send the check in the amount of $172.81 back to you for those items.    The contractor's Overhead and Profit line item is used to account for expenses that are not specifically billable to a particular job.   These expenses include items such as Workmans Comp and *********************************** Space, staff, supplies, truck payments, etc.     This line item is common place in restoration work estimated through Symbility and Xactimate.   This line item was included in ****'s original estimate as any business has overhead related expenses.     The profit line item is again applied to all individual items within the estimate and it accounts for reinvestment in the company to allow for continual improvement and expansion in the quality of services that we provide.   Profit is also necessary to maintain warranties etc.    Afterall a warranty is meaningless if the company does not make enough money to sustain itself and closes it's doors.     

  
  

  This 10% Overhead and 10% Profit was originally approved by **** and included in the total originally contracted.    The IL Fair Claims Practices act requires an insurance carrier to reference the policy language or state statute which are using as a basis for denial of all or part of a claim.   Please ask ************** to provide this language.   The check in the amount of $172.81 will be mailed out today. 

*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. ↩