Complaints

This profile includes complaints for Superior Design & Restoration, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Superior Design & Restoration, LLC

  8902 & 8713 Cowenton Ave Perry Hall, MD 21128-9616

  
• 

  Superior Design & Restoration, LLC

  241 Main St Dickson City, PA 18519-1654

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:01/16/2025

  Type:Customer Service 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.

  On Aug 3,2024 I reached out to superior design restoration because a tree fell on my house. I hired superior design restoration to do the work inside my home and also my roof. We signed a contract that stated once the first deposit was made 3-5 weeks, after superior design will start on my home, I made the deposit on September 19, 2024, after they receive their deposit and the 3-5 weeks passed the company never performed the work so due to the breach of contract, I’m requesting a full refund.

  Business Response

  Date: 02/19/2025

  Subject: Response to BBB Complaint Filed by ******** ***** (Case # ********)
  Dear BBB,
  We are writing in response to the complaint filed by Ms. ******** ***** (Case # ********) regarding the services provided by Superior Design & Restoration, LLC.
  Customer Information:
  Name: ******** *****
  
  Summary of Events:
  Initial Agreement: On August 3, 4, 2024, Ms. ***** reached out to Superior Design & Restoration, LLC for services related to a fallen tree that caused damage to her home. We signed a contract stating that work would commence within 3-5 weeks after receiving the initial deposit,citing that this timeline was approximate, and could be extended due to unforeseen circumstances
  Deposit and Engineer Inspection: Ms. ***** made the initial deposit on September 19, 2024. However, due to the discovery of potential Truss damage during one of our inspections, we had to hire an engineer to assess the safety and structural integrity of the trusses before proceeding with the roof installation. This step was essential to ensure the project was completed safely and in compliance with building codes. Additionally, a supplemental claim for the cost of the truss repair or replacement had to be submitted to ******** for review and approval as it was to be part of her insurance claim to pay for the cost of the repairs.
  Homeowner Awareness: Ms. ***** was informed about the truss damage and the necessity of hiring the engineer and approved this course of action. The engineer's evaluation confirmed the need for the truss repair/replacement, which was critical step before moving forward with the roof installation.
  Emergency Services: We completed a difficult emergency tree removal and complete water mitigation services to address the immediate damage and prevent further issues.
  Efforts with Insurance: We spent countless hours working with Ms. *****' insurance adjuster and ******** Insurance on her behalf to help her get the claim approved. We took over 353 photos documenting both the damage to her home and our mitigation/remediation efforts. We also obtained and covered cost of the engineer, the tree removal and water mitigation in good faith with the understanding that we would be reimbursed when the homeowner received her insurance claim payment, and we sent multiple project managers and labor technicians to her property on numerous occasions to assist her and make temporary repairs.
  Delayed Start and Termination: While we aimed to start work within the agreed timeframe, unforeseen circumstances and the engineer's inspection caused delays. These included weather delays and delays caused by ******** in their review and approval process of the claim, including the damage trusses. Despite our efforts to communicate and resolve the delays, Ms. ***** decided to terminate our services without notice, citing a breach of contract.
  Engineer Evaluation: The engineer's evaluation determined that the trusses were damaged and in need of repair or replacement, as stated in the report.
  Contract Terms: Line #12 of the contract specifically outlines that the start date is approximate and may be extended for circumstances beyond the contractor's control. Additionally, line #5 of the legal and binding contract states that upon approval of the insurance claim, the homeowner is obligated to employ Superior Design & Restoration to perform any and all work pertaining to and/or within the approved scope of the insurance claim. Per paragraph #3, any additional work not approved by the insurance company will be the homeowner's responsibility to pay. See also the General Terms and Conditions as stated in the signed agreement.
  Outstanding Balance: As per our agreement, in the event of cancellation, we collect 1/3 of the total contracted amount. The total contracted amount for the two claims (Claim #********** and Claim #**********) was $17,378.62, making 1/3 of the total $5,792.87. Ms. ***** had already paid $4,756.51, leaving an outstanding balance of $1,036.36. Additionally, we incurred expenses for emergency tree removal ($2,650.00) and the engineer's report ($1,250.00), minus a credit for drywall damage allowance ($250.00), leading to a total balance due of $4,686.36.
  Invoices and Documentation:
  Invoice #4179 dated January 17, 2025, detailing the balance due and itemized charges.
  Engineer's report confirming the necessity of the inspection.
  Agreement signed by Ms. ***** outlining the terms of service and payment.
  Over 353 photos of the damage to her home and our mitigation/remediation efforts.
  We can provide any additional documentation and photos to support our position.
  Current Situation: We are pursuing legal action to obtain an intent to lien due to non-payment for work completed and her breach of contract by terminating our services without notice.
  Conclusion: We believe the steps taken were necessary and communicated transparently to the homeowner. We regret that the situation has escalated to this point and are committed to resolving the matter amicably. Superior Design & Restoration, LLC strives to maintain the highest standards of service and transparency. We are open to further discussions or mediation to reach a fair resolution.
  Sincerely,
  Pari S. Bagheri 

  Superior Design & Restoration, LLC

• Initial Complaint

  Date:01/15/2025

  Type:Customer Service 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.

  I have waited 5 weeks since your operations manager collected final payment without finishing the job of roof replacement. At that time he promised to finish installing the board on the front of my gable and replace the stove pipe and supporting brackets which his roofers threw in the dumpster. So far, no response.

  Business Response

  Date: 01/22/2025

  Dear BBB,

  it is my understanding this complaint has been addressed by our team and all unfinished items have been satisfied  with the exception of weather sensitive items such as paint. We will ask Ms. ***** to reach out to the BBB to confirm. 
  

  Sincerely,

  Keith R*******

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

• Initial Complaint

  Date:09/25/2024

  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.

  I am a 72 year-old Female. My new roof was installed by Superior Design in July 2018. I have had nothing but issues with the roof since the installation. I have had two repairs made to my roof and have been trying to get a third repair completed since January 2024. I was advised that Superior would come to my home, however if there is no leak I will be charged $250. Each time that I have called, there was a leak so I did not understand the hesitancy in their response. I was then advised that I would have to prove that there was a leak. I provided the proof however they will not schedule the repair unless I pay them a $250 Inspection Fee which I refuse to do. It's always bait and switch with Superior. I proved that there was a leak, why are they attempting to charge an inspection fee? I spoke with an elderly Gentleman a few weeks ago that promised to schedule Dominic for the repair. The Gentleman had me walk the perimeter of my home to help him determine the source of the leak; he recorded the details of our conversation and advised that he has an idea of where the source of the leak was coming from. He advised that Dominic would be Monday; I haven't heard anything since The last person dispatched complained about the distance which I'm sure weighs in on the fee that they are attempting to access. Meanwhile the damage to my interior celling is getting worst. Superior made a claim that I never repaired the interior damage after the roof was replace which is not accurate . I used a different contractor to complete the task.

  Business Response

  Date: 10/07/2024

  Good afternoon

  Superior install a new Roof on July 23, 2018 at that time the home owner ***** ****** decided she did not want her interior work done, all money was omitted back to ***** ******, please see addendum, and Insurance scope.  Superior received a call July 2023 from ***** ******  and a team member Dominick S**** inspected her roof on July 14, 2023. No evidence of the roof leaking (I have photos of the inspection). Superior has the same interior photos that were taken back 2018, along with 2023 photos it is the same damage that the home owner omitted, there is no additional interior damage expect what the home owner omitted and money given back in 2018. I can provide additional photos if needed. August 19, 2024, ***** ****** call wanting Superior to inspect again, stating roof is leaking causing interior damage, Superior told her there is a $250.00 charge if the damage is unrelated to the roof installed. 

• Initial Complaint

  Date:10/06/2023

  Type:Sales and Advertising 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.

  In June of 2023 a representative (Nick) came to my door stating he's from a roofing company and that my roof was in need of repair. I was already aware and was looking into realigning a slope section to match the main portion. The gentleman said he could go up and look, take pictures and contact my homeowners to possibly cover the job I wanted. I explained to him more than once that if the insurance did not cover the construction portion I did not want the work done. On July 7th, the texts began. On July 19th, a text was sent with the statement that they'll close my claim out. I received a text that same day stating he spoke to manager stating the could add an ice barrier on the slope, I said that I was not interested in that. This new idea was never discussed with me in June. There were text two or so texts in between asking to meet. On the 26th of July I replied again that I did not want that material put on the slope and it was the structure that I was interested in fixing and only if the homeowners included it in repair cost. He responded in a text the his office will call and cancel the claim. I also received a call from Keith R******* discussing this matter, he said he was going to call my insurance to see if the slope of my roof was up to code. If it wasn't perhaps they could get more to have the job done. I never heard back from him until he came to my home and handed my son a cure letter on 9/13/23. I was at work. I sent him a text stating I guess he never called the insurance company and that the letter he gave to my son is dated 8/18/23 and we received it on the 13th of September. I am in the process of retaining an attorney.

  Business Response

  Date: 11/14/2023

  Superior Design’s sales representative Nick S**** was on **** ******** street, ***** ******** ****, inspecting homes for Storm damage from a recent storm. Upon the inspection there were missing shingles, and an emergency tarp service was needed. Superior immediate concern was to prevent any interior water damage.  **** ******** signed Superior’s Contract Agreement. See attached 1A, 2A, 3A.
  
  As of July 10th, we had not received the Insurance Scope from the **** ********, nor her insurance. Superior Team member Jessica C**** had to reach out to ********* to obtain a copy of the Scope. After receiving the scope, roof report was order and our Team member Sean C****** who specializes in Supplement reviewed scope and what was approved and not approved from **** ******** Insurance.  See attached 4A, 5A, 6A.
  
  
  **** ******** requested to have her roof raised but the insurance did not approve this because this had nothing to do with insurance claim .  Superior has indicated in our Contract Agreement clearly states on first page #2 “Upon approval from the homeowner’s insurance carrier all work will be performed in accordance with the insurance company’s written work of scope in that was signed by **** ******** on June 16, 2023. July 26th Superior was trying to schedule **** ******** and her conversation per text pertained to canceling the Material that was ordered to install her job per her insurance scope. See attached 7A, 8A, 9A, 10A, 11A, 12A.
  
  
   Cure Letter had been typed, Keith made a last attempt to resolve the issue with the **** ******** by raising the roof, cost and checking State and County codes. After examining the roof report and speaking with Nick who told Keith that **** did not want to pay anything out of pocket, there was nothing Superior could do, except do the work per the Insurance scope. As mentioned above #3 **** would not allow Superior to deliver the Material.  Per the contract/Agreement **** signed on page 2 states “#5 In the event the Homeowners fail to comply with the provisions of this Agreement, they shall pay the Contractor, upon demand, a sum in cash equal to all direct and indirect costs incurred by the Contractor in connection herewith, plus an amount equal to 33-1/3% of the total cost of repairs as liquidated damages.” See attached 13A, 14A
  Superior wishes to move forward with getting the work done and can offer financing for any additional work homeowner requested. If homeowner does not want to move 

• Initial Complaint

  Date:10/03/2023

  Type:Customer Service 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.

  While installing our roof, a landscaping bed was damaged. We called and were told they had a death at the company and were closed. We emailed our salesman about another issue, nails left all over our driveway, hoping to speak w a manager about the landscaping damage. No one has returned emails or returned call. The customer service email for the company bounces back. We just want our flower bed repaired.

  Business Response

  Date: 11/09/2023

  As soon as Superior saw the BBB complaint on Oct. 21st, our Sales Representative Steve immediately tried to reach out to Ms. ****** ****** to apologize and schedule a time to meet with her. Prior to the BBB complaint Steve did not receive an email nor did the office receive any phone calls from the ****** family regarding any issues when the installation was completed. Our concern is that Ms. ****** did not have the correct office number or email address. Superior business operation hours are M-F and we have an emergency answering service that answers after hours.
  
  On Oct. 23rd Steve and our production manager went to Ms. ****** ****** home and knocked on front door, no one answered. They proceeded to inspect the property for nails and shingle debris. They found 1 nail and a small bundle of Shingle off to the side of the property that was removed. And Superior is sincerely sorry for leaving behind the small bundle of shingles.
  
  In response to damages to the property landscaping bed, Superior takes photos before Installation to ensure that any prior damage is documented. Please see attached  photos.
  We would kindly ask that the Ms. ****** reach out to Superior at 410-256-3839 or email **********@SDRteams.com to discuss any other damages or issues we can resolve.