ComplaintsforHometown Restoration LLC

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a claim for hail damage Dec.2023, Farm Bureau came out inspected roof. I hired Hometown Restoration to do my roof because they said I would only have to pay $1k for deductible and whatever my insurance write the check for. So I said okay that’s fine. I payed them $19,691.00 and $1500 ($1000 deductible) and they said I had to pay $1728.35 for non recoverable depreciation. Feb 6 they arrived around 6:30am, I was leaving for work. When I returned home, there were no workers nor no shingles on my home. **** with Hometown contacted came by and said my entire roof was deteriorated. So they couldn’t put my shingles on. They said they contacted my insurance already and it should take 2/3 days to hear back from them. Well the insurance contacted me while **** was here. And stated they had got a call from hometown saying what was going on and the cost was 20k for roof decking. My insurance said they were not responsible for that and that was pretty high for a roof decking. So **** ask for my a copy of my insurance policy. He stated that it was in my policy that my insurance have to pay. So I ask **** would it rain in my home with just felt paper on my roof. He replied we had 1 customer who had it on her home for 8 months. Well after 4 days I notice water spots inside of my home. I sent a email in regarding it. Hometown told me contact my insurance. I called my insurance they told me Hometown should not left my roof like this. I contacted Ms.Dept Insurance and let them knew what I was dealing with. Farm bureau responded. I contacted hometown and email them and told them they needed to do something fast because I’m noticing water spots all over my home. They said they would send someone back out here to check over it, I never seen anyone come back out.**** came, he ask did someone come by I replied no. **** came and said they told Farm Bureua I hired a attorney. I have copies of everything n pics. My roof still have no shingles as of today. My home is gettin more damage

  Customer response

  03/05/2024

  Well Hometown contacted me today, telling me I only had 3 options. (1)They can come put my roof on and I sign a waiver saying they will be no warranty on roof and pay the balance of $1200.

  (2) Make payments or finance to get the decking put on by them.

  (3). They will send me a refund back of only $5k. So I ask it cost $14k to get shingles off and just felt paper on my roof.  Because now like you can literally see raining fall on my floor inside my home. He said it’s not there fault my insurance is messing over me because I have law& ordinances. I told him I will call them back later. 
  

   

  Business response

  03/08/2024

  The reason Mrs. ******* had to pay more than her deductible was due to her having an ACV only policy with her insurance. An ACV only policy allows for lower premiums but renders the homeowner responsible for more of the cost of repairs than their deductible only. We did agree with her insurance for the valuation of reroofing her home, however, and wrote our invoice to match her insurance scope. Mrs. *********’s build contract addresses this and states: “Your insurance company has depreciated items on your claim. This depreciation may be recoverable or nonrecoverable, based upon your existing policy with your insurance company. Hometown Restoration is unable to interpret your policy, by law. Any amounts determined to be owed by the homeowner due to preexisting agreements with their insurance company are unable to be altered by Hometown Restoration as we are not a party in the contract between the homeowner and insurance company and cannot override their determination in what funds the homeowner will be held liable for in excess of their deductible due to their existing policy. The homeowner may be found responsible for funds in excess of their deductible due to a lack of law and ordinance coverage, ACV only policies, RPS policies, other determination of nonrecoverable depreciation, or other policy provisions not listed above.”
  On the day of her build, upon tearoff, we discovered that her decking was unusable due to it being broken in places, far too thin, and the decking having been reroofed a minimum of three times prior rendered the decking full of previous nailholes that it was unable to hold any more nails and caused any attempts at nailing in flashing or shingles unperformable as the nails kept backing out.  Decking is the layer beneath both the shingles and felt and this could not have been foreseen prior to the tearoff occurring. We completed the shingle tearoff, documented the state of her decking, and sent this in to her insurance for approval to redeck the home. We dried in the roof and awaiting her insurance’s response. We came back out the following Monday to complete a second dry in of the roof due to storms that had come through that weekend. We have not charged either Mrs. *********’s insurance nor Mrs. ********* for the labor and materials involved in her two dry-ins in an attempt to best serve the homeowner. In most instances, requesting an supplement from insurance is fairly simple and reasonable process. However, Mrs. *********’s insurance refused to pay for her decking due to Yazoo County not having a code enforcement office (despite Mrs. ********* paying for Law & Ordinance coverage).

  Mrs. ********* signed both an initial build contract when we were price agreeable with her insurance company and another approving the redecking. Her build contracts address the issue of decking in two different areas stating: “In the event of rotten decking, Hometown will repair and/or replace rotten decking at the expense of Customer. Not replacing rotten decking will void your manufacturer warranty as well as your One Year Workmanship Warranty from Hometown.” and “A new roofing system will not remedy existing issues to framing, decking, fascia or soffit. If agreed upon in writing in the special instructions above, any of these type of repairs can be made at the expense and request of Customer prior to the installation of the roof. However, these repairs are not a part of the insurance claim unless otherwise noted and repairs to these items cannot be completed after the installation of the roofing system.”
  Hometown Restoration believes that Mrs. *********’s insurance is the party responsible to pay for her decking in this instance, however, as her insurance is denying this, the responsibility does fall to the homeowner. Hometown Restoration went so far as to source an attorney for Mrs. ********* to attempt to have her insurance rightfully pay for her decking. However, the attorney we recommended to her to declined to take on her case. We do understand that Mrs. ********* is highly frustrated and agree with her frustration. Hometown Restoration, however, is not the party at fault. We completed the tearoff and purchased her materials for the reroofing, which remain onsite. The state of the decking was an unforeseeable circumstance. We attempted two different dry-ins of her roof despite the state of her decking and have not charged her for these. Hometown Restoration maintains its stance that we cannot complete a quality roof replacement upon the current decking nor without a source of funding being secured for the decking, whether that be Mrs. ********* or her insurance.

  We provided Mrs. ********* with three options to proceed forward. (1) Mrs. ********* pays for the decking and Hometown Restoration completes the reroofing in a quality and warrantied manner. We will continue to assist her in whatever ways we can in her pursuit of getting her insurance to reimburse her for the decking. (2) Hometown Restoration completes the reroofing on the current decking, and Mrs. ********* signs a waiver acknowledging that she will be ineligible for a warranty through her shingle manufacturer and Hometown Restoration’s Workmanship Warranty. (3) We refund her all funds paid to us minus the cost of her materials and the labor for tear off (Hometown Restoration is still not charging Mrs. ********* for the labor and materials for 2 separate dry-ins of her roof that we completed.) and she sources a different contractor to complete her shingle installation. We are awaiting Mrs. *********’s response on which of these three options she would most prefer to proceed with at this time. 

  Customer response

  03/13/2024

  When I left home on Feb.06, I had no water damage to my home. My insurance company back out last Friday and took pictures and fault hometown for inside damages. If a problem occur at 7:30 am and the job have just started at 7:00am why not contact the homeowner then at that time instead of completing the tear off.No one contacted me until everyone had left my home and then I recieve a phone call. A second dry in, from my camera footage I didn’t notice anyway coming to my home to repair anything and I told the guy that when asked. My home is now in more damage than before, that I have to fix because of not been contacted when notice. And one company saying this and another one saying that. Bad experience. And no one wants to be at fault and hold accountability. As a homeowner only if I could have got 1 phone call when they noticed it, my home would not have water damage from the entrance door to the end of my hallway.  When good people do nothing, I learned a valuable lesson from this experience never sign a contact before your insurance company comes out to inspect, never let a company do a job without a quote to see the breakdown of what cost what and never pay anyone before the job is complete. The best outcome get as many quotes as you can before you decide to sign a contract. 

  Customer response

  03/19/2024

  Better Business Bureau:

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

  Regards,

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

   

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