ComplaintsforThe Roof Squad

• Initial Complaint

  12/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Back in July 7, 2023 I filled a claim on my roof with me insurance company. Then I but out a request for roof companies. So The Roof Squad agent came out. He looked at the roof then told me what he seen. I said ok. Then I told him Im not sighing a contract. Then He said its not a contract just an estimate. I said ok. Then my insurance agent called. He said I will be out of town. I said ok. They kept calling me about the claim, and I told them that my insurance company agent was out of town. So my insurance agent got back he called me and told me they keep calling him for information and he told them I dont give out information to contractors only two of my client. So they called me and told me that I need to send them the information that my insurance company sent me and I said I have not signed the contract yet, so why you need the information. then I sent them the information but I still did not sign a contract with them to do the work. so when I seen the contract, it was for more money than was supposed to be on there so I called them and my insurance agent and I told my insurance agent that Im not signing a contract with them. so when I called them back about the amount, he said thats the match money that we said we will pay that the insurance paid to get your roof put on so I said explain to me what youre gonna do with that money that you gave me to match what the insurance company gave me. So then they told me I have to pay out-of-pocket for the materials and I told them Im not doing that my insurance company has already paid in full for the roof to be put on. So I said why is my bill over $8000 when the insurance company already paid $4000 for what needed to be done. So the roof squad told me that was the money in case you wanted extra things to be done, but you have to pay for the material. But if you cancel you owe us 20% of the money that we gave you but I said you didnt give me any money my insurance company did. So theyre charging me almost $1700 for canceling.

  

  Business response

  01/03/2024

  To whom it may concern,
  ******************************** entered into a contingency agreement with The Roof Squad on 7/6/2023. During that visit The Roof Squad representative inspected the roof and helped ***************** file her insurance claim. The claim number was recorded the day the claim was filed with her carrier. The agreement clearly states in the opening header that homeowners are agreeing to do business with The Roof Squad pending insurance approval of work. The front half of the roof was approved for replacement via the insurance carrier. We offered ***************** an option to pay out of pocket for the portion of the roof not covered by insurance. We stated we would match the cost the insurance valued the front half work to get done to do the uncovered portion. ***************** became very confused and insisted we do the entire roof for half the cost of work. After much discussion with her she stated she wanted to cancel her project with The Roof Squad due to us not willing to do the other side for free. ***************** was informed that according to the agreement she signed that there would be a cancellation fee, she stated she was sending it to her mortgage company, and they could deal with it. We have since sent her the cancellation invoice and she refused to pay it. The account went to collections. We have all the text messages and a copy of the signed agreement. We are willing to cancel the collections portion and do the work as listed by the insurance carrier or just cancel the project to alleviate any stress this uncertainty has caused *****************.
  

  Respectfully,

  *****************************

  General Manager

  The Roof Squad

  ************

  
  

• Initial Complaint

  11/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello! The Roof Squad put a new roof on my house in July 2021 as an insurance claim. They now (most recently Oct. 2021) send me emails with a **** attached that lists other services which were never agreed upon. Furthermore, The Roof Squad was supposed to do a supplemental claim for water damage to a flat roof. The insurance adjuster (Progressive) could not get The Roof Squad to send images/paperwork for the supplemental claim but I was texted by The Roof Squad "Currently not getting anywhere with the supplement for the flat roof on your house" and "They are not working with us sadly (Sep. 2021)." The adjuster called me to make sure I was aware that this is not true and Progressive had tried multiple times to work with them on the supplemental claim. Anyways, I would appreciate it if The Roof Squad would please leave me alone as I have paid them for the roof and found another company to do the other work. I feel that they have been unprofessional/misleading in this instance and thank you BBB for any help you can provide!

  

  Business response

  03/30/2022

  It is our desire at The Roof Squad to provide the best services and products. We have reviewed and improved our communication and invoicing processes for better outcomes, including removing the consumer from future communications.

*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. ↩