ComplaintsforAllstate Exteriors & Restoration Services LLC

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Allstate Exteriors were supposed to fix my roof after hurricane ***. The roof continues to leak and they refuse to honor their contract or warranty Claiming that there was a tree branch on the roof. There was and the roofing team asked us to remove it. We hired a tree removal company to have it removed.They keep saying they are going to fix it, Ive had more of their people on my roof than any other contractor during a repair and the work is still insufficient They have received full payment

  

  Business response

  01/26/2024

  In reference to the attached document, this claim does not require further compensation or service by Allstate Exteriors. 

  Customer response

  01/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21138737
  
  I am rejecting this response because:  the concession was for the gym room roof that started leaking after they began the repairs. They agreed they needed to repair that. They failed to ever send a crew. The concession was solely for me to repair that portion of the ceiling in a room that never had a leak before.

  The tree limb was removed on 8/2/23 that was supposedly the cause of the continuous leaking. The roof wasnt complete until after. The roof continues to leak in the 3rd bedroom and now the carport. All of which was to be completely replaced with new and better materials than was previously installed.

  Allstate sent out multiple representatives every time we reported the leaking continuing. They promised that the concession would not neglect the 2 year warranty. They promised to repair it. 
  

  Only now are they refusing.

  
  Regards,
  
  ***************************

  

  Business response

  02/07/2024

  We are actively working on a solution for this complaint and do not yet have a response to the clients rejection.

  

  Business response

  03/11/2024

  Consumer/BBB, 

  Below is a rundown of the entire job with dates.

  ---

  On 04-07-23 Allstate Exteriors signed a contract with Shalonda *****. From 04-07-23 we continuously requested the Notice of Commencement be signed. Finally after weeks on 05-10-23 we received it back from her notarized and filed it with the county clerk. It took Ms. Minks 12 days (24 total) to get us the down payment agreed to in the contract. The materials were ordered right away, and arrived on 06-20-23, and the job was scheduled with our production department and **************. 
  
  
  On 06-23-23 we arrived to the home and our team was confronted by Ms. *****. She then called to let us know that Your communications ****, you are lucky your roofers were not shot this morning, and I am calling WINK news." This was a scheduled job, however, we believe this comment was made because (per a phone call from **************) we did not ring the doorbell. 
  
  
  The roof was dried in per code and was awaiting the County inspector to inspect the dry in on 06-24-23. The inspector did not show up for the inspection that day so we called for an inspection the next day. During that time it rained. Ms. Minks called and said that her roof was leaking awaiting the dry in inspection and that her ceiling collapsed into her home in one of the rooms. A crew was sent first thing the next morning to find minor ceiling damage from the previous full night of rain. There was no ceiling collapse and we do have photos of this. 
  
  
  On 06-28-23 the job passed dry in inspection, the roof was completed, and it passed final inspection 06-29-23. Ms. Minks was advised that we would cover the cost of the ceiling repair. 
  
  
  Due to the difficulty in finding drywall trades after the storm, she was unable to find someone to do the work, we also could not find a painter to do the work. 
  
  
  One month and many heavy storms later without incident on 07-27-23 Ms. Minks called stating she had a significant leak. On 07-28-23 we sent a crew out to assess the leaking roof. The crew found that a tree had fallen on the roof and several branches were poking into her month old roof. The crew advised her that she had to have the tree removed before we could find the leak. She told the crew she could not afford to pay someone to remove the tree. Our on site team leader in an act of kindness removed as many as the branches as he could and put tar on as many of the holes as he could find. We did not charge Ms. Minks for this service. 
  
  
  On 08-09-23 she asked us to look at the roof again, there are some damaged spots on the roof. (From the tree) As a sign of good will we patched as many as we could see and did not charge her. 
  
  
  On 08/15/23 we received a call from ******** from A force Of Nature Tree Services to say that she got a bounced check from the customer and wanted us to know that she will be putting a lien on the home. She advised us not to take a check from the customer. 
  
  
  On 08-21-23 in order to finally collect the final payment for the original job that she refused to pay, we did another gratis repair so she would finally pay her bill. She signed off that all is good and said she is waiting for insurance to pay us. 
  
  
  On 10/11/23 client called in asking when we would repair her drywall in the ceiling. Per the client she would like us out on 10/17/23. 
  
  
  On 10/17/23 We sent a representative who looked at the ceiling that needed repair and took pictures of small ceiling leak damage. *************;said once repaired she would pay her final bill.
  
  
  On 10-30-23 Customer came into the office and wanted us to endorse a check from her insurance company so she could cash it. When advised that we cannot do that and how the insurance process and check worked she got very verbal and started screaming to the point where her mother had to come in and take her out. Her mother came back in and apologized to us for those actions and the disruption it caused at our business. We let her mother know what we could do with the insurance situation and she was perfectly happy with that. 
  
  
  --
  
  
  Later, our GM, ****, spoke with ********* mother and advised her that since she felt more comfortable hiring her own people for the ceiling repair, and Shalonda said she no longer wanted to work with us, we would make a one time concession in the amount of $500.00 releasing us from all further liability with her job in it entirety.  ********* mother spoke with her and she agreed that for $500.00 they would take care of the ceiling themselves and relate us from any further liability in this job.  
  
  
  On 11/15/23 (almost a month later) she called again stating there was a leak. We sent a crew out to she if there were any workmanship issues, and to confirm what was causing the leak. There were no workmanship issues. Again it was coming from a piece of tree branch wood that had been lodged into the shingle material. 
  
  
  When we let ************** know that it was not a workmanship issue, she told us that she was having financial issues and could not afford to have us take the steps needed to truly fix it. The Project Manager that went out that day did what he could to help with what he had on hand in his truck. Following that, we verbally gave ************** an approximate price to fully fix that area, and she began to tell us that we should warranty our work, that we are a horrible company, and she threatened with a BBB complaint even though that went against the concession that she signed. 
  
  
  Furthermore, the home passed final inspections from professionals not affiliated with Allstate Exteriors, and our in house professionals have also determined that the damage/issue with the roof is not due to our workmanship. 
  
  
  Lastly, our GM spoke with Shalondas mother who stated we should fix the entire roof for free if we were a "stand up company", he advised her that we did not cause the damage to the roof, a tree did a month after we passed final inspection and that we are not responsible for damage done to a roof after we are completed. Unhappy with that answer ************** has filed complaints with every board and mediation avenue she could find. 
  
  
  We feel we have gone above and beyond for this customer, doing several repairs to try to help a local in our community. There is nothing more here that we are obligated to do for this consumer, as we have already done what we promised and more. 

  Customer response

  03/25/2024

  On April 7uh, 2023, a representative for Allstate Exteriors, *********************, came to my home for a re-roofing estimate from Hurricane ***************** damage. We had leaking in the 3rd bedroom and carport roofs after the hurricane. Estimate was received and agreed upon.

  I had explained to **** that Loancare was handling the disbursement of insurance funds, and he assured me that the company was okay with this arrangement and familiar with it. For Loancare to release funds, we had to fill out documents and submit them for approval prior to the release of funds. After completing this, a deposit was paid for the project of ******* on 5/22/2023. Commencement of work was issued, but there was a lack of crew availability, they did not have someone to come and start the project immediately. Commencement was recorded with the county, I never received notification of this until later when I Started to question the company's processes and staff. The first crew was to start 6/20/23. No one showed up and no one called. The dryin inspector showed up later that day to do an inspection. I sent him away as there was nothing to inspect.

  A few days later, I came back from dropping my kids off at school, to people sitting in my front yard, on my roof, in my back yard, from an unmarked van. None of them spoke English. This scared me because I had no idea who they were or who they were from. Eventually a site supervisor was reached, and they told me they were the roofing company that was supposed to be there several days prior. I explained that we are Domestic Violence survivors, that our home is our safety and that they cannot just show up unannounced. I asked that they please give us ample notice, so that one we can be prepared for people to invade our space and 2 So we can make sure our dogs are secured. When they finally were going to start the project, we were informed that the tree limb was hanging on the roof. Nothing was mentioned about holes poked through the roof because of the tree branch. What was asked was ifI, a disabled woman, could go up there and remove the branch. I explained that we were not going to do that for safety reasons. The crew said they could work around it. But eventually, they made it known that the branch was an obstacle.

  I decided to call a tree service to have this remedied. **A Force of Nature" was referred to me by my parents. They also had used them for tree service post hurricane. We commenced an agreement to have the tree removed. The tree was removed 8/2-3/23.

  During this time, we were experiencing significant leaks in the 3rd bedroom. We came home on several occasions to pools of water, ponds, wet clothing and personal items. My son slipped not knowing there would be water on the floor. We immediately contacted the *************** every time to let them know of the continued problem. There was a time when a crew came out unannounced and made them leave, primarily because I wanted to talk to the office about what was going on with the men they kept sending. When the crew left that time, they left our back yard gate open. We have dogs and issues with the neighborhood traffic that leaving our back gate open was a huge disappointment that could have led to an even larger problem with either our dogs getting out of our yard, or someone allowing themselves access through an open gate.

  Throughout this process, crews would show up unannounced, without prior approval. 90% of the time they did not speak English. Their behavior was intolerable. On many occasions they had their pants undone, shirts off and I frequently found them looking inappropriately at me. This caused my older son to want to carry a baseball bat every time the crew showed up. I notified ******** and **** and the other members that spoke English of my issues with these guys and their behavior. I was continually apologized to and told they would make it better. They literally had me in tears and on more than one occasion. I have had to go back to therapy to deal with the aftermath of the flares this caused for my PTSD. was scared to even go home if I knew there might be a crew there for the roof I made this issue known to several of the individuals I was put in contact with. During repairs supposedly being made to the 3rd bedroom and the carport, we suddenly Started having leaks in the Gym room, that previously never had any I leaks even after the hurricane. It only began to leak after the tree was removed and the roofers had been on the roof multiple times.

  I Finally, towards the end of August, the roof was supposed to be completed and a final invoice for the remaining payment was sent. I was working with multiple agencies post-hurricane for assistance with repairs and the deductible for my homeowners. **** sent a payment to Allstate for $4420.00, the amount of my deductible. This left a balance of $185.28 which did not even know about except called my program manager for the **** program to verify if payment had been sent. I was still working with my insurance carrier to receive my funds for repairs during this process. Multiple times between 8/23/23 when apparent final invoice for balance of S185.28 was sent and 10/31/23, when we finally received payment from Allstate for $500.00 for the repair of the leaks in the Gym room caused by their negligence, that the roof continued to leak, Allstate continued to promise to handle it, they promised to myself and my mother that the $500.00 for the repairs, did not void my warranty in any way, my mother witnessed this.

  My mother intervened at my request, because l mentally could not deal with the stress any longer. I never once said I did not have the financial means to properly repair the roof. My insurance carrier had approved the complete repair, and more than sufficient funds were available for the repairs from **************************** Since my mother's involvement, we have been told different stories at various times. We have explained that I have an FHA loan and that they wouldn't be okay with a roof that is continually leaking after my insurance company paid for a repair/reroof of the area that was damaged by the hurricane. The continued leaking is a direct result in faulty workmanship. The management admitted to myself and my mother that they company took on too many local projects post hurricane and that they used subcontractors to help, but that it was a huge mistake, and they should have planned more appropriately for the scale of work they were taking on. How this equates to my roof not being properly repaired after they have received full payment is not comprehensible. I did threaten to go to ********* on more than one occasion. First, to report how they allowed crews to repeatedly show up unannounced and sexually harass me in front of my children. Second, to report that they did not do the work appropriately or professionally and they will not Stand by their warranties.

  Again, the concession of $500 was for the Gym room leakage and damage post tree removal, after the roofing project had supposedly been completed, fixed or repaired repeatedly. didn't even include the damage to personal property from the leaks. Furthermore, was required to pay the balance of $185.28 before they would pay the agreed upon concession. It was not a concession of my warranty. The current leakage is in the 3rd bedroom and carport area.

  They are deliberately trying to back out of a roof project they have received payment in full for.

  I have a home that continues to have a leaking roof every time it rains sufficiently. I am contacting Citizens to report the situation as well. I am having to continue my medical treatments from the flare up of my PTSD, due to their lack of sympathy or empathy for my request as a customer and respecting my personal space, my home.

  Customer response

  04/09/2024

  ---------- Forwarded message ---------
  From: ********************* <******************************>
  Date: Mon, Mar 25, 2024 at 4:25 PM
  Subject: Re: *****
  To: ********************* <**********************************************************>
  
  
  July 27 was after they had removed some of the roofing material and preparation to replace it and then they left it bare
  
  A storm came through as we were awaiting for the tree, limb to be removed and more water came through
  
  Final invoice wasnt even sent to me until the job was completed on August 26
  
  
  Sent from Yahoo Mail for iPhone
  
  On Monday, March 25, 2024, 4:24 PM, ********************* <******************************> wrote:
  
  No, and it was not inspected
  
  Where is their proof from the inspector?
  
  And inspector showed up, but there was no work had been done on the roof yet for him to look at no crews had even been there yet
  
  The inspector showed up and surprised me I had no idea he was coming. The permit wasnt even hanging on my house yet.
  
  There was only one large tree limb that fell on my house that caused the leakage. That is why I hired Allstate .
  
  The tree was removed, and then the roofing project was completed
  
  
  Sent from Yahoo Mail for iPhone
  
  On Monday, March 25, 2024, 4:18 PM, ********************* <**********************************************************> wrote:
  
  Hi *****,
  
  The business states in their response that on 6/29/2023 the new roof passed inspection. They go on to say on 7/27/2023 you contacted them to report a leak and when they came to your home they found a tree and limbs fell on the roof that was completed one month ago.
  
  If the above information is accurate, that would mean one month after the new roof was installed by Allstate Exterior a separate storm caused tree limbs to fall on your roof.
  
  Did you have storm damage (tree limbs) fall on the roof after it was completed?
  
  BBB will await receipt of your response.
  
  *********************
  Senior Dispute Resolution Consultant 
  Better Business Bureau Serving Central ****
  ************
  bbb.org
  
  
  
  
  
  
  
  On Mon, Mar 25, 2024 at 3:32 PM ********************* <******************************> wrote:
  
  Good afternoon 
  
  Im responding to the requested information.
  
  BBB is writing to inquire if you currently have new areas of leakage, or is it in the areas where previous repairs were done.
  
  Answer: no new area, the leaking is where the original hurricane damage occurred and why we contracted to have the roof repaired
  
  
  
  
  
  BBB is trying to determine what part of the damaged roof was caused by a tree falling on it. 
  
  Answer: The tree fell on the roof during the hurricane
  
  When the roofing company came out to do the original estimate, the limb was currently hanging on the roof
  
  They knew the limb was hanging on the roof. They saw it there because they asked me to remove it. 
  
  Thats why I contracted with a force of nature tree removal. They came out and removed the tree on August 2 allowing the roofers to complete the roofing job and send me a final invoice on August 26.
  
  
  
  
  
  BBB asks that you further explain why you feel it is Allstate Exteriors & Restoration Services, LLC responsibility to repair as tree damage from a tree falling on the roof is not covered under Allstate Exteriors & Restoration Services' workmanship warranty or the shingle manufacturer.
  
  Answer: Allstate exteriors and restoration services was contracted to replace my roof where it was leaking from the tree falling on it after hurricane *** they were paid with insurance claim funds from hurricane ***. The roof continues to leak since hurricane **** because it has not been repaired properly and I did not concede my warranty on the roof repair from the original damage 
  
  
  If you need further formation, dont hesitate to ask.
  
  Kindest regards,
  ***************************

  

  Business response

  04/30/2024

  ---------- Forwarded message ---------
  From: ************************* <*****************************************>
  Date: Mon, Apr 22, 2024 at 10:49 AM
  Subject: Re: BBB complaint 21138737
  To: ********************* <**********************************************************>
  Cc: <*************************************>, <*********************************************>
  
  
  I've attached time stamped photos of the day the roof was completed. The last photo in this screenshot is the finished roof. We started the roof on June 23 & completed the roof on June 26. We do also have more documentation on the job start & finish with time stamps, etc if you need that documentation. 
  
  Since the damage was done to the roof after we completed our install, this would not be included in our workmanship warranty. Our workmanship warranty does not cover trees falling on roofs. That would be considered an insurance claim.
  
  Thank you, 
  Macey 

  Customer response

  05/02/2024

  204
  Transcript:
  My name is, ******** names, *********, Complaint number 2, *******, Again 2*******. I was hoping to speak to someone in regards to this complaint because that response from the business, the most recent one shows pictures, but I don't see where the pictures are time stamped. Not only that, but the pictures are on one section of the roof that they did not replace versus the section of the roof that they did replace. The finished product. They're showing you, is the part they did not replace, versus the section they did. So, I just need someone to call me back, cuz I'm trying to figure out what my next course of action is. Again, my name is *************************, Complaint Number: 2: *******. My phone number is area code **************, again, 2 5 3, 226-5120. Thank you.

  

  Business response

  05/31/2024

  The time stamps are in the top left of the photo screenshots. These are screenshots directly from our customer management system called Acculynx. 

• Initial Complaint

  09/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Unable to have completion of project. Sales rep I dealt with never contacted me to check on completion of project. Jobbers were unable to complete per contract and I feel a price adjustment is called for. Sent a detailed letter to accounting dept. on 7/10/23 and did not hear back until 8/30/23 with an e-mail threatening a lien on property. Spoke with Rick F****, no solution reached. He was going on vacation the following week. I sent him a copy of the letter which stated all of the mistakes made by that company. On 9/13/23 I sent Mr. F**** another e-mail asking to have this issue resolved. Do not like to be threatened by a company that didn't keep up their end of contract. Per their contract, final payment due at final walkthrough...never happened. Following is just a sample of how they operate: 4/15/23/contract signed--about 5 weeks out 6/8/23 checked on status--crew coming 6/16/23 No show! 6/17/23 a man showed up and proceeded to repair soffits Called James P*****, our rep and he was going to stop to check on situation. 7/3/23 never heard from James, called him, crew coming 7/4 7/4/23 crew arrives..wrong color soffit! 7/8/23 crew arrives replaces most soffits but, unable to complete job due to location of soffit. 7/8/23 Spoke briefly with James before work finished and have not heard a single thing from him since. 7/10/23 Received invoice for final payment, sent letter to accounting and never received a reply until..8/30/23 with threatening letter.

  

  Business response

  09/25/2023

  ***** and ********,
  

  
  First and foremost, we appreciate you for reaching out to us with your concerns, and we are extremely sorry for the lapse in communication. I'm currently collaborating with Rick, the General Manager, and James, your project manager, to gain a better understanding of your project. While I am in the process of gathering the necessary details, please don't hesitate to contact me at ###-###-#### if you have any questions or additional concerns. When you call, one of our team members will be available to assist you; just let them know you'd like to speak with Macey M. regarding the BBB message. Your feedback is important to us, and we are committed to addressing your concerns promptly. My plan moving forward is to work with the team to figure out how and when we can get your project taken care of. This will include scheduling a meeting with our team and you to address all of the concerns about finished and unfinished work. From there, we will work together on a solution. 

   

  Thank you, 

  Macey M****** 

  Customer response

  09/26/2023

  I accept the business's response to resolve this complaint. I spoke with Rick yesterday and he proposed a very gracious solution to the existing issue. He apologized for the situation and as a gentleman let the blame fall on himself. We settled the account, and all is well. It appears that we fell through the cracks of some extenuating circumstances.
  
  ***** *** ******** ******

• Initial Complaint

  08/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I responded to a solicitation that offered a discount for the neighborhood as they were working here. I got an estimate of $1800 to replace 10 tiles , no neighborhood discount. We set up 8/3 for repairs. No one here so I called, they claimed they were not aware of 8/3/23.. they rescheduled for 8/11. Crew was a no show but crew leader came to apologize and promise they would be out First thing 8/12. No show or call. The came out at 6 pm while we were barbecuing. I called the crew leader and explained they had breached their promise and I wanted my deposite back. He apologized, said he did not blame me and would do the same. He contacted me 8/14, apologized and asked for a third chance. Having lost any confidence in this cos I declined. He again understood and contacted the crew and the office to inform them not to come out. I called the main office, informed them of the problem and asked for my deposite. I was told accounting had to do that and they would call me that afternoon. The crew came out anyway and snuck through the guard gate with some non English excuse. They replaced 9 of the 10 tiles. No cal from accounting or office. I contacted crew leader again and explained what happened. He was surprised as he had told the crew and the office not to come out. I called and left my 7th voicemail to the office which had never been returned. The owner called and rudely demanded payment. He threatened to file a lien in five days if I did not pay prior. This is a scam company preying on folks with roof damage. Making promises of work dates, discounts not honored, and not finishing the scope of the work. Immediately threatening a lien in five days? I should have checked BB complaints first. There are a to. Of them, beware! Need to honor the discount promised and adjust bill for work not done. They are not welcome in the neighborhood and association has been warned to prevent them in.

  

  Business response

  08/22/2023

  Mr ********,

  
  I hope this message finds you well. I would like to extend my sincerest apologies for the series of experiences you have encountered with our company. Please allow me to address your concerns and assure you that we take your feedback seriously.

  
  First and foremost, I understand your frustration regarding the neighborhood discount that was promised. It is out of our normal process to perform installations with materials provided by the customer, however, for a similar repair on a home like yours, the cost would’ve been approximately $3200-$3800. With that being said, we deeply apologize for the confusion and our intention is to uphold the highest standards of transparency and integrity, and we acknowledge that we fell short of meeting your expectations in this regard. The cost of your project was discounted because you provided the tiles, but a majority of the discount came from us being in the area already performing other jobs. I believe that it is important to note that while our Project Manager was at your home for the initial appointment, he made a call to his manager to get the discount approved. 

  
  The scheduling mishaps you described, including missed appointments and late visits, are unacceptable, and we take responsibility for the lack of punctuality exhibited by our team. These instances do not reflect the level of professionalism and reliability that we strive to maintain. We are consistently working to improve our communication with customers in instances where we have rain/weather delays or our team members are at another job that is taking longer than expected. 

  
  I have initiated a conversation with my team about the details surrounding the miscommunications between our team members and the discrepancies in the completion of the project. Additionally, I have taken steps to ensure that our communication channels are improved, and your concerns are addressed in a timely manner moving forward. I would like to learn more about where the voicemails were left, so that we can take a look at those missed calls and voicemails internally. I can be reached at [email protected]. This message will also be elevated to the Leadership Team and Owner of the company. 
  Thank you for bringing your concerns to our attention, and I hope that we can regain your trust in the future. 

  
  Sincerely,
  Macey M. 
  

  
  

  Customer response

  09/05/2023

  This is simply a boiler plate pacification riddled with lies. 
  

  First, they were not doing work in the area, the PM confirmed that and said it was just a marketing letter they send out, their grew was an hour+ away,  second, they did not even know we had the tiles until the estimate was over. So his defense of discount is also a lie.

  The many many missed appointments were preceeded by promises to arrive which did not happen. The owner told me promises are not guarantees.

  The project manager did come to our house and apologize and promised to come the next morning, Not. He came again and we told him we were done and wanted our deposit back. He said he understood and would do the same and had advised his crew and office.

  I called accounting to request a refund and was told they would call back that afternoon, never returned call.

  They then made up a no habla English to get in the security gate to do the job without permission. The project manager did not even know they came out, he was as surprised as us. They snuck in did partial work without permission and left.
  

  We had ten broken tiles and had the tiles to replace them. They only repaired 9, still one is broken and very visible. 
  

  The owner was rude, denied all of this and threatened to file a lien. 
  

  They are perhaps the most Incompetent, unreliable, rude, lying service company we have dealt with. They were here just over an over so nearly $200 a piece to glue 9 tiles down. They left our 10th tile in the driveway. We have notified our association and requested they not be allowed in neighborhood for any work!

  Their Complaint record says it all. We are not the first to be scammed.

  Fix the 10th tile as you contracted to do and give the neighborhood discount promised!

   Regards,

  
  *** ********

  

  Business response

  09/08/2023

  Thank you for taking the time to respond to our message! 
  
  We want to reassure you that we currently have multiple ongoing projects in your vicinity. Our service coverage extends to approximately a 50-mile radius from our physical office. During your initial appointment, your project manager consulted with their supervisor to secure a project-specific discount. This discount surpasses what is typically offered in our flyers due to the unique circumstances and size of your project. 
  
  We wish to emphasize our acknowledgment of the scheduling issues you've faced. These delays are not up to our standards, and we take full responsibility for any inconvenience they may have caused. Such lapses in punctuality do not align with the professionalism and reliability we aim to uphold. We are committed to enhancing our communication with customers, especially in cases of weather-related delays or when our team members are engaged in projects that take longer than anticipated.
  
  Regarding your interaction with our owner, ***, it appears there may have been a miscommunication as he has not had direct communication with you. Please let us know if you believe we are mistaken. We are more than willing to return and address the outstanding issue with the last tile on your property. We are actively working on scheduling this service for you, and will email you with some times and dates to figure out what works best for you. 
  
  Please feel free to reach out if you have any questions or require further assistance, we would be happy to help! 
  
  Thank you once again,
  
  Macey

  Customer response

  09/08/2023

  I am tired of the lies , you make no mention of your PM agreeing with me regarding cancelling work. He was as surprised as I was that you snuck into the neighborhood to do the work after he requested to cancel. He even laughed at your marketing, 50 miles, lol.

  The manager I spoke to was a rude bully threatening a lien without listening or attempting to understand your gross incompetence.

  Your apology falls on deaf ears. Your marketing neighborhood scam is just that. How can you leave a tile in my driveway without completing the work? The broken tile is very visible !!
  
  Regards,
  
  *** ********

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear Sir or Madam,
  Enclosed is a copy of a complaint (pp 4-6) I am making against Allstate Exteriors & Restoration Services, LLC. On
  June 23, 2023, I sent an email to Mr. Joe M******, owner of Allstate Exteriors & Restoration Services, LLC,
  expressing concern and dissatisfaction with the performance of a contract I have with them to replace the
  aluminum pan roof panels over my lanai/carport that were missing or damaged after Hurricane lan. Specifically I
  had a major problem with his ‘Project Manager,” Mr. Zac O’****. I mailed a hard copy of that letter through the
  USPS the same day. I followed the original email with a supplemental email (p 7) detailing information I had
  received regarding the permitting process for the **** ** ***** ***** which contradicts what Mr. O’**** had
  claimed about problems with the permit process.
  The email and letter also included what I think were reasonable changes that would allow for the completion of
  this contract while maintaining an amicable working relationship between his firm and me.
  Two weeks have now passed with absolutely no response from Mr. M****** or any other representative of this
  company. Therefore, I find myself writing to you for assistance.
  I think the letter to Mr. M****** addresses my concerns clearly. However, I am enclosing a number of other
  documents which may need some further explanation. I am supplementing my letter to Mr. M****** with the
  following elaboration on the documents I am providing in this complaint.
  On December 2, 2022, I signed a contract (pp 8—li) with this company to repair the roof over the lanai/carport of
  my house that was damaged by Hurricane Ian. At the same time I also signed a notarized “Notice of
  Commencement form (p 12)” The proposed cost for the work was $11,998.38. I gave the project manager (e.g.,
  salesman) Zac O’**** a deposit for $3,600. The check was cashed on 12/9/22.
  Knowing that the damage to Southwest Florida from Ian was extensive and having been informed that the
  aluminum pan needed to complete the repair was in short supply I knew there would be a considerable delay
  between the date I signed the contract and when work would commence.
  (The following is a side issue and is not directly related to my complaint, but it is referred to in several of the
  enclosed texts and e-mails (ppl3-161)
  In March, I learned that the roof over my house had also been damaged, including damage to three skylights.
  Since I already had this contract with Allstate, I contacted Mr. O’**** on April 11, 2023, to get an estimate on
  replacing the main roof arid the skylights. He took measurements on April 15, 2023. He did not get back to me
  about this until he included a comment as an afterthought to a text about my main issue. I had already found
  another contractor to replace the roof so that issue is now moot.
  (Back to the my main issue)
  On 5/18/23 I got a text from Mr. O’**** (p 17) saying he was sending me an e-mail.
  The email (p 18) sent at 10:44 AM stated that I needed to sign a “Notice of Commencement” with the NOC form
  attached to the e-mail. I called him to remind him that he already had a signed and notarized form signed on
  12/2/22. PLEASE NOTE: THE EMAIL SAID THIS WAS REQUIRED BY THE **** ** ***** ******
  He emailed back (p 19) at 11:30 AM that he would check further. PLEASE NOTE THAT HIS REPLY STATES THAT THE
  NOTICE OF COMMENCEMENT FORM WAS FILED IN JANUARY.
  This was followed by another email (p 20) sent at 11:34 AM saying that approval of the permit “will require
  “engineered drawings stamped and blueprinted in order to work on any pan roofing.” Further, they can order
  these drawings from the structural engineer they use for about $1450. However, I was also free to seek plans
  elsewhere if I chose. These plans were” NECESSARY TO HAVE THE COUNTY FINALIZE THE PERMIT WE APPLIED
  FOR.” PLEASE ALSO NOTE THAT THE PLANS ARE NOW SAID TO BE REQUIRED BY CHARLOHE COUNTY not THE
  **** ** ***** ******
  Fortunately, I have the original engineering drawings and plans from when the lanai/carport was built in 2007. I
  offered to send them to Mr. O’****. He emailed (p 21) back at 12:29 that they didn’t need the plans but they
  could try to submit them to see what happened. I sent him copies of the 18 pages of the original document that
  day.
  The original drawings were done by a local structural engineer so I tried to track him down. While still listed, I
  learned that he is retired and has moved away. I also tried to reach out to other local structural engineers but
  none would do the work for me since they were inundated with work from contractors.
  I sent a text message (p 22) at 12:09 PM on May 19, informing Mr. O’**** that I had been unable to find a
  structural engineer and asked him to contact the firm he uses. I also asked for confirmation that the roofing
  material Allstate would be using was at least 0.04 inches thick aluminum to match the strength of the original roof.
  Having heard nothing back, I left a phone message arid followed up with a text on 6/5/23 at 2:36 (p 23) asking if
  arrangements had been made with their structural engineer.
  Mr. O’**** texted (p 23) at 9:23 AM on 6/6/23 but didn’t answer my question. Instead he said he was reaching
  out to see what progress had occurred.
  I texted back (p 23) immediately asking if! needed to do anything.
  His text (p 23) said I didn’t need to do anything at this time.
  This is the last contact I have had with Mr. O’****
  Before going further! want to point out that Mr. Q’**** reported that a requestfor the permit had been filed in
  January, 2023. He further noted that in May, the City of ***** ***** or Charlotte County (it seems to vary) was
  requesting structural engineering drawings and plans to issue a permit. This would suggest that Allstate
  Restorations had submitted the Notice of Commencementform to either the city or county seeking a permit to
  proceed. Further, the city or county had responded to that request with a demandfor new structural engineering
  plans. One would assume, then, that the city or county would have a record ofthis.
  Based on the above claims, I went to the City of ***** ***** to find out if I could do anything to move things
  along. The receptionist I spoke with searched and could not find any evidence that a request for a permit had
  been filed. She then referred me to Mr. ***** *******, a ******** ********* in the ***** ***** Building
  Department. He also did a search of the city’s records and could find no evidence of a request for a permit.
  Mr. ******* was kind enough to review the original plans for the lanai/carport from 2006. His email reply on
  June 22, 2023 (p 24) was that since the only work being considered was to replace the damaged roofing panels
  with no changes to the structural components already in place that the old plans would be sufficient if properly
  presented AND “THE [NEW] PANELS WERE OF EQUAL ARE THE SAME OR GREATER [STRENGTH].”
  Mr. ******* also said in response to an email request (end) from me that the Notice of Commencement would
  have to be filed with the **** ** ***** ******
  Based on this information, it would appear that Allstate Restorations has never filed a Notice of Commencement
  with the **** ** ***** ****** If that is correct there is no need to have structural drawings, plans and stamps.
  The offer of selling me services I do not need is, at the least, an attempt to up-sell unneeded services.
  In my letter to Mr. M******* I acknowledged that the information I had received from the City of ***** ***** might
  not be accurate and invited him to provide documentation that a Notice of Commencement had been filed either
  in January or May. Since he has chosen not to respond, he has provided no evidence.
  I also asked Mr. M****** for documentation showing when materials had been ordered. Again, since he has
  chosen not to respond, he has provided no evidence.
  I did send an email to Mr. ******* on July 5th (p 25) , the City of ***** ***** Inspector, to ask whether a Notice
  of Commencement request for a permit to work on my home would be filed with the City of ***** ***** or with
  Charlotte County. His response clearly specified it would be the City of ***** ***** that issued the permit.
  Despite my request for information from both Mr. M****** and Mr. O’****, the only action I am certain that
  Allstate Exteriors & Restorations Services has taken regarding this contract is to cash my deposit check. They have
  provided no evidence that a Notice of Commencement form has ever been filed while significant evidence
  suggests it has not. They have provided no evidence that an order for materials has ever been placed.
  Finally, for irony’s sake, I have included a copy (p 26) of the “CORE VALUES” they purport to follow. I guess my big
  mistake was not getting them to specify who they are going to”.. . do the right thing. . .“ for. It does not seem to
  be the customer they are talking about.
  Sincerely,
  ****** ** ******

  

  Business response

  07/11/2023

  Dear Valued Customer,
  
  Thank you for taking the time to share your feedback with us. Your message has provided us with valuable insights and allowed us to promptly address the matter at hand. We would like to express our sincere apologies for any lapses in communication and the resulting confusion during the process of resolving your roofing project. We fully acknowledge that this has been an extensive and protracted undertaking, and we deeply regret the issues encountered with the permitting process. Following your discussion with Rick F., our Cape Coral General Manager, we have devised a plan to address the situation.
  
  To expedite the process, you, as the homeowner, will be assisted directly by Rick in obtaining a "homeowner pulled permit." This will involve utilizing your existing plans from 2006, which we believe will be accepted by the relevant city officials. Subsequently, we will proceed to order the necessary materials, and we have tentatively scheduled the work to commence after July 25th. We are confident that we are in agreement regarding the timeframe, with the installation anticipated to occur anytime between July 25th and mid-September, depending on the delivery date of the materials. We understand the significance of adhering to this schedule and will make every effort to ensure timely completion.
  
  Once again, we deeply regret any shortcomings in our communication and the oversight regarding the emails pertaining to the permitting process. The evolution of the permitting procedures over the past few months has presented challenges, and we sincerely apologize for not staying abreast of the latest changes.
  
  We are committed to rectifying the situation and delivering the exceptional 5-star experience we promise to all our valued customers. We appreciate your patience, business, and the opportunity to make things right. Should you have any further questions or concerns, please do not hesitate to reach out to us.
  
  Warm regards,
  
  Macey M******

  Customer response

  07/20/2023

  I accept the business's response to resolve this complaint.  Acceptance is, however, contingent on the commitments the business has made actually occurring.

  
  Regards,
  ****** ******

   

   

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  New roof and gutters installed on our home by Allstate Exteriors in ******, OH the first week of May 2023. Down payment of $12,500.00 paid on 4/25/23 the balance of $26,500.00 paid on 7/3/23. See the attached MSWord document for full details of our issues and what still needs to be resolved. We did not want to pay the balance until our issues were resolved, but received a letter threatening they would put a lien on our house if we did not pay within 5 days.

  

  Business response

  07/06/2023

  Thank you for reaching out to us via BBB. We sincerely apologize for any confusion regarding this job. I attempted to contact you by phone, twice, but unfortunately couldn't reach you. I wanted to clarify if your inquiry is related to the scuffed handrail issue. Regarding the scuffed railing, we had a meeting yesterday to discuss the plan for resolving this matter, and I want to assure you that we are actively working on finding a solution. Please reach out to ********************** or call our office and let them know your name, and that you'd like to speak to Macey regarding a BBB complaint. 

  Thank you, 

  Macey M****** 

   

  Customer response

  07/06/2023

  I am not rejecting the company's response, but am awaiting a response from them on whether they will provide the reparations for the below 2 items:

  1. The 2 scuffed handrails, and
  2. The need to install a downspout where one should have been placed from the start (there was one located there previously, but for some reason was omitted during the installation).  This is to alleviate the very long run of gutter (approx. 63’) going to a single downspout and would require that the gutters be adjusted to direct water to the new downspout.  
  

  
  Regards,
  **** *******

  

  Business response

  07/11/2023

  Yesterday, on Monday July 10th, our project manager, Jon, along with our production coordinator, Evan, engaged in a productive meeting with the customer. During this meeting, pertinent matters pertaining to the condition of the hand-railing and the downspout were duly addressed.
  
  To rectify the situation, we have taken action by initiating contact with *** *** ****** ** ********. The purpose of this communication is to facilitate the procurement of the necessary materials for the hand-railing. At present, we await a prompt response from their team.
  
  Moving forward, we will maintain a close working relationship with *** *** ****** to ensure the timely acquisition of the required components. Once we have received confirmation on the availability of the material, we will promptly inform the customer about the estimated timeframe for its arrival.
  
  Upon the arrival of the materials, our team will be scheduled to visit the customer's residence. They will skillfully undertake the necessary repairs for both the hand-railing and the downspout, ensuring that the customer's satisfaction is prioritized and the issues are effectively resolved. 

  Customer response

  07/12/2023

  I accept the business's response to resolve this complaint and await contact from them to schedule the repairs.

  Regards,
  
  **** *******

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We signed a contract with AllState Exteriors & Restoration LLC on 10/14/2022 for a Standing Seam Metal roof We explained we wanted the very best material etc.The project manager at that time said he understood and that was no problem We put a down payment of 15,166.20 because of the up grades it went from 36,466.82 to a total of 50,553.99 We were told the roof job would start soon We tryed to call and text several times. a crew came out on Feb.22 2023 to begin. I was at work my husband was home and due to him having 4 previous vertebrae collapse and fractured back he's usable to look up.When I got home from work I realized from the edges around the house there were places that looked rotten and the underlayment had been installed.They had taken pictures but because of what I saw from the edge I could not believe the other did not have places that was compromised after going back and forth We agreed on replacing the plywood at a 120 a sheet that was in our contract that came to 12,560.00 bringing the total to 63,113.99 for our Metal roof The Metal was delivered on April 6th to our yard March 12 2023 the project manager texted and said not sure when our work is commencing with the metal after some time a crew came and installed the metal on roof but it is still not finished.The ridge cap and the side of house is not on A Crew came out did a terrible job on the Facia and Soffit installation which a representative of the company agreed it needed to be re-done We have no gutters on the house and the side of the roof is open for rats and other animals to get in the attic where one of the crew took down the Soffit and left it open.Our expensive roof and other things on our house is being compromised because this roof has not been finished.The general Manger set up a meeting on May 25th he agreed it needed to be redone we have tried calling since and no returned call we want this roof finished with the quality and workmanship we were promised and is paying for.

  

  Business response

  06/07/2023

  Ms. *******,
  
  Thank you for taking the time to leave this message, and we sincerely apologize for the delays in completing your project and the lack of communication on our part. We understand the frustration this has caused and want to assure you that we are taking immediate action to address these issues. We have prioritized your job and have already begun working on it. In fact, just moments before receiving your BBB message, we were actively discussing your project and making arrangements for its completion. With that being said, we are pleased to inform you that your job has been scheduled for tomorrow, June 8th. Our dedicated Quality Control Manager and his team will be on-site to ensure that the remaining work is completed to the highest standards.
  
  Once again, we apologize for any inconvenience caused by the delays and lack of communication. We are committed to making things right and ensuring that your project is completed promptly and with the utmost attention to detail. We appreciate your business and hope to genuinely elevate your experience moving forward.
  
  Thank you for your understanding, and please feel free to reach out to us if you have any further questions or concerns. 
  

  Customer response

  06/08/2023

  The reason I am rejecting the response at this time is because this business has told us that they was going to correct the problem or finished our roof before and it doesn't happen .They came today to put ridge cap on etc and in our contract it states they will touch up any cut Metal with the Kanar Metallic color so the metal will be protected after it has been cut we went with this company becouse they agreed to this. My husband called and text three different project mangers and even when the head one of them came out on May 25 to have a meeting he was asked about the touch up paint and confirmed it had been ordered. We are paying a lot of money for this roof and want this company to do as they have promised in our contract. Our contract also states the edges will be cut flawless and if not replace said panel.We want to wait and see the finished work and if they do it properly as promised and then I will get back to inform you on the outcome. We tried calling someone after and we get no reply

  

  Business response

  06/26/2023

  Following my discussion with the production team, they informed me that the scheduled date for this task is tomorrow, June 27, 2023. Brooke, our production coordinator, documented a communication that took place 5 days ago, where the customer was informed that the work would occur this week. Weather permitting, we expect this to be finished up tomorrow. 

  Customer response

  12/04/2023

  
  I want To reopen claim #20153707 regarding our contract that was signed 10/14/2022 for a standing seam Metal roof for 50,553.99 that also includes new Facia Soffit and seamless gutters. We were promised that this roof would be done with the best quality material and workmanship.The contract states an Amazing install. If panels has manufacture or worker caused scratches it will be replaced.The edges would be cut flawlessly and if not replace said panel. Feb22/2023 they installed the metal roof, Soffit/Facia as stated in our previous claim it was not done correctly and had to be done over. The gutters was not installed for almost a year leaving causing streaks down the new facia all around the house. The redo begin Brooke was our contact person said on 10/18/2023 redo began On 10/19/23 informed us they ran out of metal to complete the job, measured amount wrong had to ordered more. I Was concerned about it not matching the color of the first batch Oct. 31/2023 texted the metal was in,delivered on Thur.Nov 2 and on Nov. 3 would finish roof when crew arrived found out it was wrong size had to reorder Nov. 16 texted metal would be on site. Nov.20 would continue on Tue. 21 2023 when they said finished on Wen. 22,2023 it was dark and we could not see roof I have sent Brooke pictures and texted her in regards to things with our roof / soffit and facia that is still wrong and ask her to have them fixed and she informed me she would pass it on to Rick the General manager.I stated in pictures dent in rib of panel,uneven cuts in metal/panels Metal crinkled where it was turned over Flashing on side looks bad a few panels toward front of house is not the same color. Facia has stains everywhere soffit does not fit in properly It's been over a year and they have made numerous attempts to correctly install our standing seam metal roof and the Facia and Soffit has not been installed correctly as stated in our contract therefore we are asking for a fair price reduction for this.

  

  Business response

  12/12/2023

  Thank you for looking into this for me, and getting back with me! 

  
  

  We strive to promptly and efficiently resolve this matter. As we approach the year-end, it is crucial to close out all existing projects. Mrs. ************ has had the tendency to space out all meetings with us, which is part of what led us here. She currently owes a balance of $35,787.79and the only thing left to do on her project is gutters. Outside of that, we have completed her roof twice, alongside her soffit and fascia twice. We have done a full walk around with her, and during that walkthrough, she was happy with the work done. We always answer complaints and fix all issues that come along with them, and we are extremely proud to be A+ rated with the BBB. With that being said, we feel there is nothing left for us to offer Mrs. ************ as we have truly gone above and beyond to complete the project. 

  
  

  We do have text messages from Mrs. ************ threatening the BBB (this was a consistent issue - if we didn't say "how high" when she said jump, she would say she is contacting the BBB, writing a bad review, or opening a complaint), and we have text messages from her stating she is not willing to have us come complete the gutters. 

  
  

  That will be the first time in 20 years we have felt like there isn't a solution to a customer's complaint or issue. At this point, we believe the best solution will be to take the gutters off of Mrs. ************s contract, adjust her balance for the gutters, and invoice her for the remainder. 
  

  
  

  If this is still something we need mediation for, we are available anytime Monday-Friday, 8am-5pm. We will need to get this job finished before the end of the year. 

  
  

  If you have any questions, please let me know and I would be happy to elaborate. We truly want to figure this out. 

  
  

  Thank you!
   Macey 

  Customer response

  12/16/2023

  We are anxious to finish this seriously over due project,10/14/2022 agreement and change order 03/03/2023 both requiring "an Amazing install".As we have told Allstate we are open to accepting this flawed project "As is" with a fair adjustment in the final price.We have already accepted a specific time and date for mediation to attempt to reach agreement as to what that fair price is. Allstate's poor workmanship  and installation has made several redos necessary resulting in unnecessary stress and time loss. I have never at any time asked for anything not required by our contract furthermore I have never treated anyone from Allstate with anything but respect.On their last attempt they didn't order enough metal to finish the roof, therfore they had to place a second order we were concerned that the color of the second order would not match what they had already installed.The last attempted was finished after dark,therefore we could not see to do a final walk around.In the daylight it was obvious the color of the second order was lighter and did not match the color of the first installed, resulting in a unacceptable situation. We have paused the gutters until other flaws can be corrected ,because after the gutters are installed it will be impossible to correct the existing flaws .

  Regards,

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

• Initial Complaint

  05/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Starting in November of 2022 I got with Allstate Exteriors to work on the flat roof of the company I work for after Hurricane Ian. There was some damage to the AC unit and the mule hide roof needed replaced. In January they came and started the work in conjunction with the AC company. But for some reason they replaced the mule hide on another flat roof section that did not need repair and that roof now leaks! They took off our skylights and covered them with plywood (by the flat roof they are supposed to repair) and have not replaced those. I don't know if the roof was ever laid. They left a lot of trash. They have not come back to finish the job and it's been over 5 months. I have gotten no response regarding a resolution. Just every time I call they take note of my complaints but no one will address them.

  

  Business response

  05/17/2023

  We sincerely apologize for the inconvenience and frustration you have experienced with our services. We understand the urgency of resolving this matter and want to assure you that we are committed to rectifying the situation promptly. To address your concerns and provide a clear plan of action, we have devised a three-point plan to fix the issues you have raised:
  

  1.) Immediate Assessment and Repair: Our priority is to promptly assess the current state of the roof and identify the sources of leakage. Over the course of the last couple of days, we have had team members out to assess the situation. Following that, our team will then proceed with the necessary repairs to ensure the leaks are resolved.

  2.) Skylight Replacement: We acknowledge the skylights were removed during the project and have not been replaced. As part of our resolution plan, we are working to expedite the delivery and installation of new skylights to restore the original functionality and aesthetics. As the skylights are custom-made, their arrival from the manufacturer is pending. They have been ordered and we are regularly checking up on the delivery date. 
  

  3.) Timely Completion of the Job: We deeply regret the delay in completing the job. To address and resolve this situation, we are dedicating additional resources to your project, with the goal of completing it within the next month. We are mindful of the fact that we are awaiting the estimated delivery date for the skylights and will work diligently to integrate their installation into the project timeline.

  Thank you once again for your understanding and cooperation. We are committed to delivering the results you expect and look forward to finalizing your project! 

  Customer response

  05/18/2023

  
  I will accept the businesses response when the job is complete. Not before. I will also not reject their response. Company: Allstate Exteriors & Restoration Services LLC Consumer: ****** ***** ***** ***** **************
  
  Sent from ***** ***** **********************

  

  Business response

  05/18/2023

  We look forward to finishing this up! If you need anything in the meantime as we work through your project, please let us know. 

  Thank you! 

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed a contract for a partial roof replacement on 2/16/2023 & provided a down payment of $1,935 by debit card (immediate transaction). Work to commence anywhere from 3 weeks to 5 weeks. I checked back & work was scheduled to begin on 4/10/2023. It was getting late in the day so I called Allstate. They told me that their crew’s truck has broken down & it should be the following day 4/11. No crew showed up the next day so I called again & was transferred to the GM in Ohio. I was then told that they couldn’t do the roof because of their interpretation of Sarasota County’s 25% rule regarding roof repairs. I then agreed to a refund of my $1,935 by either return credit to my card or check. In addition I would like to be reimbursed for 2 trips to the UPS Store for notary service for NOC (Notice Of Commencement) at $10 ea. = a total of $20. Making the total refund $1,955. While it is only $20, I feel I should not be out of pocket anything on this transaction. To date I have not received either, so I called again regarding payment & my message was allegedly forwarded to someone in authority? That was this morning & I have not heard back. I also started reading reviews & BBB complaints. It seams to me that no action occurs within Allstate, until a BBB complaint is made & then it is resolved. I have no faith that this will be resolved without said complaint & in general do not trust them because I’ve already been obviously lied to.

  

  Business response

  04/19/2023

  Thank you for contacting us! First, I want to apologize for any confusion or inconvenience you have experienced with Allstate Exteriors. After Hurricane Ian, we hired several new project managers to better serve our community and have been training them extensively on our products and services. However, it has taken us some time to reach the necessary capacity to meet our community's needs. We deeply apologize for any misunderstandings and inconveniences that have occurred as a result of our newer team members still learning certain aspects of our business. Though we have been in business for over 20 years, I will admit that we were underprepared for Hurricane Ian as a local roofing contractor. As we turn a corner being several months out from the Hurricane, we sincerely hope to be able to provide our usual 5 star experience to all of our customers again. Regarding your refund, it was sent out on April 17, 2023 and should arrive soon. If you need further assistance, please do not hesitate to contact us. We would be happy to help! Thank you for your time, Macey M******

  Customer response

  04/21/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ******* *****

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contracted this company to install gutters. We provided a down payment. After several months, they keep giving us excuses. I asked for a refund, they refused. Instead set up another appointment, but they never showed up. Then rescheduled another appointment and again never showed up, never called, NOTHING!!! I have contacted several reputable gutter companies who can be here within a week. If the company is unwilling to provide the service they were contracted to do, they should refund our money.

  

  Business response

  04/14/2023

  Thank you for taking the time to send this information in to us! I believe we finished this job yesterday (April 13, 2023) and I believe this is resolved. If this isn’t the case, please let us know! 

  Thank you again with your time and patience as we worked through your job.

  Customer response

  04/14/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ********* ****

• Initial Complaint

  01/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We entered a contract with Allstate Exteriors London OH on 8/23/2022. We paid $3800 to fix leak on roof around the Steeple at church. The first hard rain it was leaking, and I called and spoke to Evans. He said, "he sent workers out to solve the problem." But I was not present. When it rained again it was leaking again, and I called Evans, I guess he is responsible for scheduling appointments, no results. It rained again and leaking again from same area. I Called 1/10/23, I let them know I want to be there when come. I have not heard from anyone.

  

  Business response

  01/18/2023

  I am extremely sorry that you had this experience with us, I believe since reviewing this complaint on January 17, 2023 we have settled the issue. Our Customer Service manager called the customer yesterday, January 17, after reviewing the complaint. When she called, we had a crew at the church and the customer was meeting them there. While diagnosing the issue, it was clear that it was not the roof, but the steeple on the roof. However, we caulked the area where we believed the leak was coming in in hopes to fix the issue. Moving forward, if you need anything else, please call into the office and ask to speak to a manager. Thank you! 

  Customer response

  01/26/2023

  BBB received notification from consumer accepting the business' response.

*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. ↩