ComplaintsforBenchmark Roofing Company

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently had storm damage to our home and this company was listed as a preferred contractor through our insurance company. Our insurance company reached out via online form and assigned a 'job number'. Within minutes, Vicky from this company reached out to us and scheduled an appointment. Mr. D***** from this company, came to our home, inspected the damage and agreed to perform the work. On the day of inspection, he physically took 3 of our damaged shutters as well as our insurance documentation. Mr. D***** said he would return in a couple of days to inspect our roof. We have since reached out to them on several occasions (all dates/times are recorded) they will not respond to our requests on work updates, etc. Based on this unprofessional behavior, we will NOT do business with this company. We simply want our personal property back from this company and they won't return our calls.

  

  Business response

  04/06/2023

  We inspected her roof, per her insurance adjuster. We were told to pick up her shutters to sample for replacement. Her insurance adjuster was the reason for the delay, and we explained that. All insurance companies are very busy right now due to recent storms. We returned her shutters, per her request and have not done any work for her. We explained to her from the beginning that it is a process. She was unhappy after day 2. She felt she was not being responded to. We told her to call her insurance. The delay was not due to Benchmark but her adjuster.
  We have not completed any work for her.
  This is an unfair complaint, due to her adjuster not responding.
  
  How can you help?
  Thank You
  --
  Dan D*****
  

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Description: Contract entered for $14,795.78 to include scope of insurance work from a loss caused by water. Referred to Benchmark by ***********/*** *********. At the conclusion of their work, they filed a supplement directly with ***. As homeowners, we did not acknowledge or were we disclosed to any supplemental terms via the Benchmark contract. Benchmark additionally failed to provide the adjustor with actual material costs for work incurred. Several items, include vanity and hard wood floors, were much less expensive than paid for by ***/***********. Upon payment to us as homeowners (endorsement by Benchmark not required by our policy/loss scope), we paid Benchmark for the amount of our contract. Over several weeks we were harassed by the owners of Benchmark to pay them a supplement of $2,327.37. Our adjustor informed us that from their perspective this was not an issue between them, but for us to handle with the contractor and that they should have edited their estimate for true costs. After multiple "threats" to "move forward" on us, I paid the supplement via credit card on the 27th of May to prevent a mechanics lien from being filed on our property.

  

  Business response

  06/22/2022

  6.22.2022,BBB received call from Dan D***** stating he disgrees with consumer's complaint. Dan said the supplemental request went through the insurance company was approved and paid. He stated that  it was found some additional work needed to be done and when this happens a supplemental request is sent to insurance company for review and payment to installer.

  Customer response

  07/08/2022

  Good afternoon. Thank you for replying to my complaint and for attempting to resolve the matter. It is correct based on the business response that I will not speak to them or with **** *** based on the fact that I clearly stated two the owners I wanted all documentation regarding this matter to be in writing. I have attached several documents.

  
  

  Voicemail from ***** * with ***/*********** Insurance on May 19th 2022 - states that Benchmark should have adjusted their estimate for true material costs - they did not do this.

  
  

  Benchmark Contract - clearly shows an agreed amount of $14,795.78 for "complete work per insurance scope". There is no written acknowledgment to insurance work in the bottom right hand corner of the contract nor was this orally reviewed by their project manager **** *****. On December 15th when we met with ***** ******** she clearly explained to us that we would be issued funds for repairs and we could hire any contractor we wanted. We hired Benchmark based on her referral. There were no change orders to the contract by the home owner.

  
  

  Carpet Purchased by Homeowner - we replaced the carpet in the rest of our house that was not part of the repair scope. We paid approximately $4.92 per sq ft for carpet and pad. The same exact carpet and pad was charged at a rate of $5.4977 per sq ft to Benchmark/Insurance. (It should be noted, once again, that Project Manager informed us that purchasing carpet with **** *** through them would be around 20% more than working consumer direct due to this being an insurance relationship. Our quote of $4.92 per sq ft was lowered once I questioned this and showed them an invoice from our neighbor from work a couple of months earlier. It is further true that I did not return ***** *** voicemail from **** *** on June 17th because he further states that they do not charge different prices. Evidence had already been provided that in fact showcases different prices for the same product thus further justifying insurance fraud claims on behalf of Benchmark.)

  
  

  Carpet Purchased by Benchmark - also include hard wood floor replacement. The selected floor was $10.73 per sq ft in which insurance was charged $15.78 per sq foot on average.

  *********** Invoice - Vanity replacement of $1,191.96. Insurance was charged $1,604.37 = $412.41 overcharge.

  ****** Estimate - actual amounts outlined from insurance payment.

  
  

  Vanity - overcharged by $412.41

  Hardwood - overcharged by $1,824.06 ($5,730.46 in insurance estimate less actual cost of $3,906.40)

  Carpet - undercharged by $1,182.02 ($3,653.44 in insurance estimate less actual cost of $4,835.46)

  Net overcharge - $1,054.45

  
  

  Thus, documentation shows that Benchmark did NOT update true material costs. We repeatedly were told "you picked a more expensive carpet/pad but we'll look past it since you picked a less expensive hard wood". Only because I would not stop pressuring this topic did I receive copies of the invoices between Benchmark and **** ***. As a contractor who provides insurance work, Benchmark should be held responsible to ethics and morals. Money should be back in the hands of consumers and not the greed of the business owner by taking advantage of consumers or insurance companies.

  
  

  Thank you.

*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. ↩