Complaints

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:03/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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,
  

  
  

  
  

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