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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My roof received storm damage on August 11, 2023. Auto **************** sent an adjuster to my home to inspect my roof for storm damage on August 24, 2023. The paperwork that I received from Adjuster, *********** indicated that there would be two payments made to the roofing contractor. Per my insurance agent, I contacted ARCO Exteriors to give me an estimate of the damage. I accepted the services of ARCO and work began September 6, 2023. I paid ARCO the first check payment from Auto Owners of $19,480.10 believing that this was the first half of the payment from the ****************************** ARCO exteriors believed that this was the first payment from Auto Owners. *********************, my contact for ARCO exteriors told me that the insurance company was fully covering the payment for the roof and asked me a month ago if I had received the final payment from the insurance company. I assured him that I had not received a check for $19,164.81 from Auto Owners. He asked me to reach out to my insurance agent at ************************* and the agent said he would look into the payment. I assumed everything was taken care of at the agency and the insurance company. Last week ARCO called me, and I received an invoice for the balance of the roof debt. **** rep said he was sorry, but the debt was mine. He didnt know why, and apologized for not knowing from the beginning that I had to pay partially for the roof repair. **** agent said there was a failure because the paperwork was reviewed by himself, and two other people at ARCO and they did not look carefully enough to notify me of the responsibility. I believe there was a failure in communication from the insurance agent, ********************** and ARCO. I have been disadvantaged in this whole process. I have never had a roof repaired and was led to believe that my insurance policy would cover the repair, whether intentional or not. I did not understand that the depreciation of my roof would be my responsibility.Business response
11/17/2023
********, we appreciate you taking the time to share your concerns with us, and we sincerely apologize for any inconvenience you may have experienced. We take customer feedback seriously, and we are committed to addressing and resolving any issues to the best of our ability.
Upon receiving your complaint filed with the Better Business Bureau, we conducted a thorough review of your case. We understand that your dissatisfaction is related to our inability to discuss insurance policy details. While we strive to provide transparent and helpful information to our clients, we must adhere to certain legal and contractual obligations that restrict us from discussing specific insurance policies. As a general contractor we always advise our customers to discuss their insurance policy with their insurance agent or their insurance adjuster. I am very sorry that you did not know your policy and it's specifications, and we will work with you on a payment plan for the remaining balance if you would like to go that route. Please reach out to us at the office number ************ to discuss. Thank you!
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.