ComplaintsforIndy Roof & Restoration

• Initial Complaint

  02/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Im an elderly woman and they came around knocking on my door for work. I agreed because yes I needed a new roof. Signed a contract not really understanding what I was signing. I was briefly told what it was and give them a benefit of a doubt I signed. They came to my house and brought and insurance inspector to take pictures to start and insurance claim. Once the check came which wasnt much because they could get a total loss claim. They made me sign the check over to them before any work had been done. They kept putting the work off and kept asking me to contact my insurance for more money. They came over and put a tarp on my roof because I had a leak. I found another contractor to do the job and it was done a day. The company only wants to take peoples money and not do the job. They kept 1200 of my insurance money for what? This contractor I have now didnt charge for consolation or contacting insurance. The contract I signed originally was actually voided by

  

  Business response

  02/28/2024

  Thank you for bringing this matter to our attention, We are activly reviewing our records and interactions and will follow up with the customer. 

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I Indy roof company come to my home for a free consultation, and was thinking about doing business with them until I seen the terms and conditions. And they couldnt provide me proof of a labor warranty on the spot in writing. And their labor warranty from what they told me from their mouth was 10 years when other roofing companies was 25 years. They tried to fool me into signing their contract, which I didnt sign. Didnt trust them because he tried to make it seem like the labor warranty was 30yrs, when actually the shingles was 30yrs and the labor was 10yrs, and he only gave me that info cause I ask directly was that 30yrs for labor. When asked to see it in writing, they sent me something in a email a day or 2 later saying just 2yrs for the warranty. So that was too much for me to continue with them and decided to go with someone else. The bottom line is I did not hire them nor sign a contract, so why are they changing me $589 for doing absolutely nothing. Their consultations are supposed to be free. I Have had other roofing companies at my house to find out things about cost and whatever else and never got changed, because its free consultation. Just want this matter resolved and them exposed for their wrong.

  

  Business response

  08/24/2023

  We are sorry to hear of the frustrations ***************, has experienced. We would like to make sure and address each point, in an effort to resolve the matter for **************** 

  1. Our labor warranties are clearly established and written into contracts that are presented to home owners. We have three different package offerings, all with different labor warranties, 1. Pro- Upgrade Package which comes with a 2year labor warranty, 2. our Weather Shield Package which comes with a 10 year Warranty, and finally, 3. our Ultimate Weather Shield Package, which comes with a 15 year Labor warranty. Please see the attached document "Package Offerings" as a reference. 

  2. We apologize for confusion on what the difference is in the manufactures warranty and our own labor warranty. We do want to be clear that our great manufactures INCLUDE a labor warranty with their product, meaning, if there is a fault with the product, not only do they cover the cost of the product, but they also include the cost of the labor for the replacement as well. this is a prorated warranty based on the life of the product installed. Many of which are 30 years. 

  3. It is never our intention to "fool" people into contracts. we are focused and dedicated to transparency with all we work with. So much so we offer every person doing business with us a 3 day right of recission, just to ensure they fell comfortable with IRC as the best solution for their project needs. We apologize if we missed the **** in conversations with **************** 

  Finally, We do offer free inspections and after the inspection was completed and storm damage was identified, Mr. ************ agreed to and signed a contingency agreement (See attached) where we would step in and begin the insurance restoration conversations with him and his insurance carrier. **************** was billed for three hours of work completed which included: drive time for meeting with the insurance adjuster, the actual meeting with the adjuster, and numerus phone calls and emails back and forth with his carrier.

  While we have billed for what was done, we are willing to waive those hourly fees, if it will resolve the issue for ***************** 

  Thank you, 

   

  Customer response

  08/24/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, that they will waive the fee and find that this response/resolution is satisfactory to me. 
  
  

  Regards,

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

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/10/2023 Indy Roof Company came out to replace the roof on my home. The gentleman I was working with, *****, promised to reach out to me with pictures and a report when the job was done. I had to call 3-4 times over the course of 2 weeks to get any additional information. The company also replaced the gutters on my home on approximately 4/19/2023. After several more weeks I finally got the "final" bill. When I asked for transparency about the cost of the gutter project I was met with little response to help. I was told by the second individual they sent out that he would have a manager come out and check the project. The manager came out a few days later and told my mother, not me, that part of the project "would do" even though it was not done correctly. This manager has never reached out to me to talk me through his findings. I have reached out SEVERAL times to get support. So my main complaints are as follows: 1. there is no transparency and I still have not seen a final break down of my gutter bill. 2. I have received little to no contact regarding my concerns despite me reaching out and 3. There is approximately $900 missing that is the discrepancy between what was financed and what was charged. No one can tell me where this money has gone to.

  

  Business response

  06/27/2023

  We are sorry to hear of the communication issues ************* has described in her complaint. We have our management team actively reaching out to make sure ************* understands the specifics related to her billing, and to discuss any other needed item(s). 

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********** put a roof on my house in October of 2022 we found many nails after they went through the yard with a magnet after the fact we've and then we have found more nails since then and my wife's service dog stepped on a nail and I've asked them to pay for vet bell that because it was their negligence So I want them to pay the vet bill for my dog They will not give me any paperwork that I ask for they just keep sending me the same old stuff I've asked them for proof for certain things I do not have paperwork for a warranty on my roof I contacted the company no return call text or email

  

  Business response

  03/20/2023

  We are sorry to hear about the frustrations from the ***** household. At this time our COO has personally been on site and is working to find a resolution for both parties. A second visit planned for the week of 3/20, and an update will follow. 

   

  Thank you, 

  Customer response

  03/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  we have more vet bills recheck of the foot of a total of ****** in vet bills some one is coming to look at roof on march 21 2023 at 4- 430pm we hope so
  
  *************************;
  

  

  Business response

  04/20/2023

  The company has stated this matter has been resolved.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ********* started our claim process a year ago and still hasnt completed the agreed upon work. They are unresponsive in scheduling the remaining work to complete our insurance claim.

  

  Business response

  09/09/2022

  We are sorry for the customer in that the over all process has been delayed. We have reached out to the customer to ensure they better understand the lengthy timelines in working through an insurance claim. We are currently finalizing the the account for the customer, bringing all open items, per their insurance scope, to a close. 

   

  Thank you, 

• Initial Complaint

  03/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed a contract to have the roof and gutters replaced after hail damage. ********* has not completed the job, guttering still not complete. Roof installed last year, ********* attempted to get out of replacing the gutters, violation of the contract. ********* keeps changing the price, original price quoted for the work is what will be paid once and if work is completed. ************************* has been dishonest, no one from ********* has attempted to contact me to resolve, I have phone logs that prove no contact. ********* is dishonest, they have been sending harassing messages.

  

  Business response

  04/28/2022

  We are sorry that *************** is frustrated to the point of making a complaint with the BBB and on social media. We have been trying to reach **************** by phone, however our attempts have gone un-responded to.

   

  Indy roof company was contracted by **************** to fulfill the scope of work drafted by his Insurance carrier, ******************** **************** has not been able to understand the scope of work from his carrier in that they only paid us to replace the back elevation of gutters on his home, which was approximately 98 liner feet. This misunderstanding is the basis of ******************* complaint, and we have tried our best to show him the documentation.  ******************** Insurance carriers scope of work clearly states this on page 4 line 17. Further more this was also document on the contract he signed dated 8/21/21, page 4 on the last line item. 

   

  Again we are sorry for the confusion, and we are proud that we have completed all work as designated on the Insurance scope and in accordance with the contract we signed with ****************. 

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract with Indy Roof Company owned by ************************* (and their public adjuster affiliate Elite Claims out of **) on 7/8/21 and were approved by our insurance company to do a full replacement of roof and gutters due to hail damage. Our sales representative at ********* is *****************************. After several months of waiting and reschedules and more waiting and more reschedules, we finally did get the roof installed last week of October (after having the materials sitting in our yard for almost 2 weeks).We were told our gutters would be installed the week of 11/2/21. We have since been given 2-3 different dates of installation along with every excuse under the sun-- From crews not showing up to lack of communication from contractors, to inclement weather etc. My husband finally got someone named *** (sales manager?) on the phone middle of December and we were given a "hard date" of the week before Christmas. Again, no show, no call, no reschedules. We are at our **** end with this company and just want the job completed. 6+ months is long enough to wait.

  

  Business response

  01/20/2022

  Hello, 

   

  I do agree with Mrs ***** that we have had several issues delaying the completion of this job. We have had several crews have issues with covid, some people quitting and some people finding employees that wanted to work. I would feel the same way as Mrs ***** if my job repeatedly got pushed back. I 100% understand the frustration. I believe most of that has been solved as we are installing new seamless gutter systems every day. The only thing stopping us from completing Mrs ***** job currently is the gutter color she picked is completely unavailable. Pebblestone has been stopped being made currently by the ***** manufacturer due to back logs and them going for the most popular colors to stay up with demand. If Mrs ***** would like to choose a different color that is currently in production and in stock, then we could order materials, schedule the gutters now and have them on within about 2 weeks. 

   

  Again, we are sincerely sorry for the delays in the work. We try to go above and beyond on every job but sometimes we fall short. I can assure you though that the roof installation that was questioned was over and above what the insurance or insured paid for. For example, Ice and water shield is recommended by the shingle manufacturer to go on all valleys, *****, sidewalls, skylights and penetrations. Insurance refused to pay for this item. Instead of leaving it off or requiring the insured to pay for it, we installed it at our cost, because its the right thing to do. Insurance only paid for half of the drip edge, which is REQUIRED by current ******* building codes. They stated that we should reuse the old drip edge which is impossible to reuse during a full tear off. Again, ********* decided to do the right thing and cover the cost of this ourself. We also used very expensive catch all systems to try and protect the landscaping which the customer or insurance did not pay for. 

  All of this to say, while we aren't perfect and may have had some delays, we always do whats right and hopefully that will be thought of in the future when referring to this instead of only focusing on the delays. 

  Please let us know if you would like to change color choices. If so, we can move forward with the build. If you do not want to change and want to stick with Pebblestone, will will be forced to wait until the manufacturer starts making the gutter coil color again. 

  Photos of build so far in link: https://app.companycam.com/timeline/PeBQBJK9MV3v2ijV

  Thank you for your time and have a great week. 

   

  Customer response

  01/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  This answer is all good and great except this is the first I've heard of any of this. I have not heard from anyone at that company regarding our gutter choice. I can provide MULTIPLE email inquiries with not only *********, but also their 3rd party adjuster Elite Claims and not once has anyone mentioned we only needed to choose a new color. 

  I believe this is another excuse on their part. Why not email/call or come by and tell us this is the issue? My time is valuable and I have spent so much of it trying to get this issue with them resolved. I have only received 4 emails from them since this project began in July and they are all form emails - 2 stating weather delays and 2 stating gutter timeline extension due to covid. 

  If they would have communicated this to us last fall when the roof was completed (October) and the gutters were supposedly ordered, we would have quickly selected another color to get this job completed.
  

  Even after knowing about this BBB complaint, there has been zero communication. My husband spoke with our sales rep finally this morning (after repeated attempts) and he informed us he is no longer with ********* *** and we are assigned a new representative. Never heard a word of this. 

  This has been a nightmare of a process and handled so unprofessionally. The only thing we want is OUR GUTTERS INSTALLED. 

   

  Thank you for listening.

   

  ****** & *****************

   

  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************

  
  

*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. ↩