Complaints

This profile includes complaints for Freedom Roofing, Windows and Siding LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Freedom Roofing, Windows and Siding LLC

  901 W Main St Woodville, OH 43469-1048

  
• 

  Freedom Roofing, Windows and Siding LLC

  206 E Huron St Ste 320 Ann Arbor, MI 48104

  
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  Freedom Roofing, Windows and Siding, LLC

  44 Shoreline Dr New Bern, NC 28562

  
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  Freedom Roofing, Windows and Siding, LLC

  44 Shoreline Dr New Bern, NC 28562

  
• 

  Freedom Roofing, Windows and Siding LLC

  206 E Huron St Ste 320 Ann Arbor, MI 48104

  

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:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Installation of a new roof. Company made aware of issues back in November. Estimator physically on roof to access damage and place a temporary tarp. He spoke in depth with me and my so -in-law about how they would fix the area so a new roof would be installed without any issues. I personally asked them to stop construction while they were up nailing shingles because you could visibly see sinking area. Son-in-law who is a construction manager came over to check work. He agreed and asked them to stop and fix it correctly. Supervisor said, let us finish up because the rain is coming. They were aware of the issue. They had the roof ripped off and could clearly see what needed to be done. Just like the estimator told us once old roof is off they will make needed repairs and adjustments so roof is even Independent contractor able to see where they corrected 2 areas but neglected to fix all areas to insure a proper alignment and proper installation. So again, they knew how to fix it but chose to ignore the problem. Visible uneven sink area. Looks like a still need a new roof after they installed one! They are saying It wont leak. Really? This is my home, my investment and I wanted it to not leak but look nice! Job not as promised Workers left unsupervised , spoke broken or no English. Stated its not in my contract. This is clear neglect. Should have stopped and called supervisor to see how to proceed? The roofers were there to slap shingles on as fast as they could. What about Freedoms quality control as the job is being done not after the fact! Too late after the job is completed that is why they Tried to convince us it looks good. Thats why they are trying to pass the blame to me so they dont have to redo their Unacceptable Craftsmanship! Unacceptable My attachment of photos is to show you they knew before hand what needed to happen. So the roof insulation would be correct as promised He knew but neglected to communicate with other team members.

  Customer Answer

  Date: 04/14/2025

  This is a follow up complaint against Freedom Roofing. It just keeps getting worse. They came today to finish what I thought was prep work for my gutters Instead they ripped off new part of my new roof! He said they had to put underlayment down. It is the ice and water shield.. I asked him why that wasnt down first, why would you **** off brand new shingles to put down an under layer now? He stuttered. Rambled . I said that is twice the work and cost for you? He said they will eat the cost. ***. Im not a roofer but I am pretty confident that the proper steps of roofing 101 were not followed! Again, unsupervised workers who most likely skipped this critical step and they finally caught it. Unacceptable Honestly. This has caused me so much stress

  

  Business Response

  Date: 04/14/2025

  Freedom RWS has attempted on numerous occasions to explain to homeowner that the area of roof in question is the result of an addition to the property. There is no sinking in the roof it is simply the result of two different slopes of roofing that intersect. A photo of this is included. At no point during negotiations did Freedom state that we would make structural changes to the property, as this would require the involvement of a structural engineer and approval by the Planning and ***************** within the City of ***********
  
  The roof that was replaced was in very bad condition, and our contract stated that we would replace any rotted decking. Bad decking was replaced on two areas of the roof.
  
  Workers were supervised on the three occasions we were on site. During the main installation on 4/9, our crew was subject to rampant verbal abuse from homeowner, and she stopped work on two occasions. The initial stop work request was made due to homeowner disputing the shingles being installed the crew supervisor explained they were what was listed in the contract, but homeowner disagreed and was verbally abusive. Homeowner then called one of our project estimators, who also explained that the color being installed was the color she chose. She said she wanted 'architectural 3-tab shingles' and these were not those project estimator explained the difference between 3-tab and architectural shingles, after which the homeowner then authorized work to resume.
  
  A further stop work request by homeowner meant we could not install the rubber section in the dead valley before forecasted rain, so we made the decision to temporarily ice guard and shingle that area to make it water-tight. We attempted to reschedule the rubber install for 4/10, and then 4/12.
  
  Homeowner eventually agreed to let us back on site on Sunday, 4/13. Homeowner was verbally abusive from the start to the site supervisor. Supervisor offered to inspect and take photos of the rafters in the attic on two occasions to help her understand that the dip on the roof was caused by two intersecting rooflines as the result of an addition, but homeowner refused access. Despite repeated attempts by our supervisor to engage in a civil dialogue, the homeowner continued her hostilities by using abusive language.
  
  Despite the Freedom Installation Manager and supervisor both articulating what the scope of work would be for this day (4/13), the homeowner was insistent that we were only back to fix problems. She accused us of not using ice & water shield on the roof, and when the supervisor offered to share photos with her showing this was installed on 4/9, she declined and stated that all communication now has to go through her attorney. Homeowner then stated in this BBB complaint that we were there to do prep work for gutters our recorded phone conversations refute this accusation.
  
  Homeowner then started texting our main company number with accusations of us having lied about various aspects of the job. We provided a fair and balanced response, along with photos, to disprove her accusations. She then stated that all communication must cease and run through her attorney. We cancelled the remaining gutter contract and invoiced for the completed roof section.
  
  Due to homeowner refusing communication with us now, our scheduled Quality Control inspection (performed after any work we do for all customers) was unable to happen. ********************** stands behind the quality of the installed roof, and vehemently denies homeowners assessment of how the project transpired. 

• Initial Complaint

  Date:11/15/2024

  Type:Order Issues
  Status:

  AnsweredMore 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.

  Date of TransactionL. 3/8/24 Dollar Amount: $19,505 Contract states: Roof to be installed per the specifications of the IBHS Fortified Roof Requirements Dispute: IBHS Fortified Roof Requirements includes a Certificate and Inspection by an Evaluator This was not performed or completed. I have not received a Certificate that is needed to provide to my insurance company. Business has not tried to settle the dispute.

  

  Business Response

  Date: 11/19/2024

  *** * ****** Family, 
  
  Freedom RWS was contacted by ***** ****** on 3/08/2024 at 1:45pm with a request to have a Fortified-spec roof installed on his parent’s home, located in Corolla, NC. Mr. ****** stated to the Sales Representative that this was an insurance claim and therefore did not need to go through the typical Fortified Roof application process. This was, according to Mr. ******, per the guidance of his insurance company. He noted that he understood he was not going to receive any grant money from the Fortified program to cover costs as this was an insurance claim. His reasoning for requesting a Fortified-spec roof was that it would qualify him for an insurance discount. He reached out to Freedom directly (not through the strengthenyourroof.com website), and we were clear that while we could install the roof to his required standards, this would not in any way make him eligible for the Fortified grant program as he did not apply through it, nor would there be a Fortified designation. The roof was to be installed to the highest of standards, based on the Fortified requirements, and we would take pictures showing each meticulous step. Mr. ****** acknowledged this and signed a contract for the roof replacement.
  
  Freedom RWS began installation of the new roof (to Fortified specifications) on 5/20/2024, and this was fully completed on May 21st. On June 21st, a month later, ******* ****** messaged us and asked us to move two vents and replace a piece of drip edge that was not sitting flush against the fascia. We went there the next day and remedied both of their concerns. On June 22nd, during a conversation letting ******* know the issues were corrected, ******* stated to us in writing, "I will also need a certificate for my insurance regarding the installation of the fortified roof." This was the first we had heard about the ******'s needing a "certificate," and it is clear ***** and ******* ****** found out about the need for the certificate (official Fortified designation from IBHS) well after the install. Their confusion is further proven as we provided their workmanship warranty and a letter dated on June 26th stating that the roof was installed to the specs of an IBHS Fortified roof, and then on June 27th they responded that their insurance is now requesting whether it was a Gold, Bronze, or Silver Option 1 or 2. This shows that they were still not on the same page as what their insurance was wanting or needing in the first place, and that their insurance was actually confused. The “Bronze” designation was eliminated over five years ago in March of 2019 and subsequently trademarked to “Fortified Roof”, therefore making a roof Fortified Bronze level impossible (see attached email). Furthermore, Silver and Gold levels revolve around making structural upgrades to the home, and using specific windows and doors, amongst other things, so why their insurance asked the ******’s if they had a Silver or Gold designation is rather absurd for a roof replacement as you cannot achieve that level of designation by only upgrading the roof.
  
  Although the roof was installed to the IBHS specs of what a Fortified roof is (time stamped photos were taken during this project), in order to receive a Fortified designated certificate an independent evaluator must be part of the process. We have installed well over fifty (50) Fortified roofs in which an evaluator was present, and every single roof install of ours has received the Fortified Roof designation. Zero of our roofs have been rejected as not meeting the Fortified Roof standard. We have also installed roofs matching the specs of IBHS Fortified standard where an evaluator is not present as it is just best practice when a homeowner can afford it along the coastline. Some homes do not qualify for the designation due to how they are framed, rafter spacing, foundation issues, etc., but it is good practice to reinforce the deck to the rafters/trusses with specific nails, seal off the deck to prevent water intrusion, use specific materials like drip edge and self adhered starter, and nail the materials on in a specific way. Not every client is eligible for the $8,000 grant, but they may still want their roof installed to be as hurricane resistant as possible to protect their home and its contents. That is very common and is not out of the ordinary whatsoever.
  
  In this situation, Mr. ******'s explicit instructions were to install the roof to the Fortified specifications, which is exactly what we did - including Fortified-approved materials and all required photo documentation with geo tracking and time stamps. It is not Freedom’s responsibility to reach out to a homeowners insurance company to verify their requirements for potential discounts or clear up any confusion between the insurance company and the insured. While it is unfortunate that a few words did not translate from Mr. ******'s phone/email conversation with his insurance company to our representatives, the ******'s did receive exactly what they paid for on the 1-page quote. The roof was installed to the specifications of an IBHS roof as requested, and all materials quoted were used. Just over three (3) months ago, Mr. ****** called Freedom being extremely rude to the Director of Sales, which caused the Chief Executive Officer to step in due to how bad Mr. ****** was berating and belittling an employee of Freedom. The CEO explained the presumed miscommunication between Mr. ****** and his father's insurance, and then Mr. ******'s communication to Freedom on what he really needed for the roofing project. We also stated that he cannot retroactively apply for the Fortified program. Mr. ****** did not like this response and stated that he would file a lawsuit, and then quickly ended the phone call. With that said, we had reached out to our evaluator (** ********* ***) on Mr. ******’s behalf to see if it is possible to receive a certification based on the materials and documentation we have.
  
  We were clear from our initial phone call what our deliverables would be and cannot be held liable for Mr. ******’s misunderstanding of his insurance company’s requirements. While we empathize with the ******’s, they simply cannot put the burden on us to have known that their insurance needed an evaluator present and their roof to go through the designation process. As stated above, Mr. ****** said this was an insurance claim and did not need to go through the typical Fortified roof application process. While we know that there was no ill intent on the ******’s or their insurance company’s part, it is evident that after over three and a half months since they first contacted Freedom (03/08/2024) to replace their roof, they were asking for certain Fortified levels (Gold, Silver, Bronze) for their insurance which were not even applicable as what it turns out they really wanted was the Fortified Roof designation (06/27/2024). We are more than happy to continue to work with the evaluator ** ********* *** to try to retroactively get them the Fortified Roof designation which will allow them to have a policy premium discount.
  
  Thanks,
  
  Freedom RWS Management

  Customer Answer

  Date: 11/26/2024

  
  Complaint: 22557692
  
  I am rejecting this response because:

  My husband, ***** ****** contacted Freedom Roofing along with 4 other roofing companies soliciting a proposal for an IBHS Fortified Roof.  Once we received all of our proposals for a Fortified Roof, we decided to proceed with Freedom Roofing.  We placed the call and the salesman asked ***** if he was going through the grant program and his reply was, "No".  The salesman then proceeded to tell ***** that he needed to contact our insurance to inquire about the grant program.  I contacted the "Underwriter" who I had been dealing with regarding the roof replacement and she stated that we did not need to go through the grant program to obtain a Fortified Roof since our proposals were in the price range that the insurance would cover.  (I advised her of my proposals and who I had selected)  She also advised me that if the proposal from Freedom Roofing had been higher, we would be eligible to possibly receive up to $8K of additional funds.  However, that was not the case, and we proceeded with Freedom Roofing.

  After speaking with the underwriter we reached back out to the salesman and advising him we would not be going through the grant program because we already had enough funds for the Fortified Roof. The salesman never stated that we would get a Fortified Roof, but we would not get a certificate.  As a consumer, the proposal shouldn't  have stated that the roof was to be installed per the specifications of the IBHS Fortified Roof Requirements if an evaluator and a certificate was not going to be issued.  During the entire process no one ever stated that we were going to get a Fortified Roof without an inspection by an evaluator or a certificate.  Please see text message attached from ******* ****** to ****** asking if the inspector had been at the site.  (This was during the roofing process).  Again,....I was not advised that an inspector/evaluator would not be coming to the site.  

  During my proposal solicitation process, I stumbled across an evaluator and had a lengthy conversation with him regarding the IBHS Fortified Roofs.  There were no questions from any other roofing company regarding what I was soliciting a proposal for.  We clearly conducted our research on the IBHS Fortified Roofing process and feel there were no questions regarding what we were requesting on our behalf because the salesman would have never asked us to reach back out to our insurance regarding the grant money.  He was not aware of how much money our insurance had approved.  

  In the future, I would suggest that if Freedrom Roofing is not complying with all the requirements of the IBHS Fortified Roofing Requirements, they change the verbiage on their proposal and and exclude the top line that states,  "Roof is to be installed per the specifications of the IBHS Fortified Roof Requirements"

  One of the many benefits of the Fortified Roof is, "Insurance Benefits", the certificate must be received in order to receive this benefit.

  I am pleased that Freedom Roofing has responded to the evaluator regarding the certificate requested and once I receive the certificate, I will be happy to close the case.

  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 11/26/2024

  To Whom It May Concerned,

  While we can appreciate **** ******** experience, the text message she has was between a new employee named ******** whom had been with the company for two weeks. He was taking over the Logistics Manager position for ****** who had been promoted within the company two weeks prior. His response shows he was unfamiliar with the process, and the employee only responded that way because the homeowner mentioned an evaluator, not the other way around. This text also shows that the project had already been completed as the crew had to come back for the trailer the following day due to high tide. The worksite is located in what is called 4 x 4 country as it is only accessed by driving on the beach up the coast of the Atlantic Ocean. The ******** were not present during the install as this is a second home so everything was done with the phone. 

  This was the first time the ******** spoke about having an inspector in order to get a FORTIFIED designated roof. Per the Director of Sales, who sold this job and communicated with the ******** throughout the process, the roof was to be installed per the specifications of the FORTIFIED roof as they wanted the best and most hurricane proof asphalt shingled roof money could buy. The homeowner would of had to hire an evaluator before we installed the roof to verify the structure of the home was sufficient enough to be able to get the roof Fortified designated. The homeowner would of had to pay the Evaluation company separately before they even came out on-site to look at the roof pre-construction. It is not the other way around like the ******** are making it seem. Freedom has never hired or paid for an evaluation company directly. That is simply not how it is done, ever. Through the grant program we can select an evaluation company we wish to work with, but that evaluation company is then in direct contact with the homeowner weeks in advance before we step foot on the property as we cannot do the roof until the evaluator clears the home as suitable to get a Fortified Roof designation. We are sure that the ******** fully understand this now that they are working with an evaluation company, ** ********* **** directly to help them get their roof Fortified designated/approved using the installation pictures that we took throughout the process as we stated we would do. It is no fault of ours that there was a major disconnect between the ******** and their insurance company on what exactly they needed/wanted. The ******** are the ones who would of had to hire and pay directly for an evaluation company to evaluate us installing the roof. If it was the OTHER WAY AROUND, it would COMPROMISE the whole process as the loyalty from the Evaluation company would be with the roofing company as they are the ones paying them. The reason why the HOMEOWNER hires and PAYS FOR the evaluation company is that it is the job of the Evaluation company to hold the roofing company accountable to the standards of the roofing system. It is simply nonsense that we are being even remotely blamed for the evaluation company not being there when it was not our job to hire an evaluation company. The evaluator is supposed to be incredibly critical of the roofing company, and us paying the company to evaluate us would be immoral and unethical, and probably illegal/fraudulent. It was not spoken about with us as *** ****** said the insurance company said that that wasn't needed. We now know that he was simply confused, or his agent was confused, and bad information was passed onto us. 

  We will of course make internal changes to ensure we ask better questions of customers to mitigate any chance that they are making a mistake in what they are wanting. However, Mr. ***** ****** seemed pretty confident in what he was asking of us and telling us to do at his father's house. It is plausible that maybe he had had a more thorough conversation with one or four of the other four roofing companies he solicited bids from and skipped over a few key requests with us, but the ******** got exactly what they paid for. This is not a question of quality nor whether the roof was installed correctly pertaining to the specifications of how a Fortified Roof is to be installed. This is simply a case of key information not being passed along to us pre-contract that possibly their insurance failed to tell them that they needed. As we stated previously in our first response, after the roof was installed, their insurance asked them whether the roof was Bronze, Silver, or Gold designated, which shows their confusion to the ******** as roofs have been designated as Fortified Roof since March of 2019, and Silver and Gold designations require many other home improvement changes far beyond their roofing system. Bronze simply does not exist anymore.

  Freedom empathizes with the ******** as we can see where the issue started and a few words, or lack thereof, made a big difference in their situation. We have maintained from the beginning that we would assist with the time stamped photos we took along with the materials invoice to give to an evaluation company to see if they can get the Fortified Roof designation which will allow them an insurance premium discount. *** ****** refused to understand any of what has been written in our responses to this complaint as it was all told to him over the phone. Instead, he resorted to being incredibly rude and aggressive to a Freedom employee exposing his character as a person. At no point did it appear as if he wanted to accept any culpability in this dilemma and works towards an acceptable resolution and chose to belittle us as if we made the mistake and not him. Regardless, we hold no ill will, and will work with the evaluator on getting a retroactive designation, which could have happened without the BBB complaint. Hopefully it works out, but if not, it is of no fault of Freedom. Lastly it is a shame that Freedom has been needlessly defamed by the ********, specifically ****** and that even if we help them get the roof retroactively designated, it will still show that we have a complaint on our BBB profile. Closing a BBB complaint does NOT make the complaint invisible, and most people who would visit this BBB page will never read the totality of the complaint to realize that there was no validity to is. We digress.

  Respectfully,

  Freedom RWS Management

• Initial Complaint

  Date:07/03/2024

  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.

  Home in question is in Hatteras North Carolina. Contractor put a bid in to do the work in the amount of almost $9k. Selected there bid, due to repeated contacts. Contractor requested to access the property and updated the bid and statement of work to almost $11k. Then, they removed my roof and called me saying there were complications with my roofs structure and meeting IBHS standards with the new roof, which was the only reason I was replacing my roof at all, due to being approved for a federal grant. They then assured me they were continuing the work and there would be no issue with the roof meeting IBHS specifications. A couple of weeks later I made inquiries about the status of my grant applications only to fund out I wasn't eligible to receive it. After finally reaching someone from Freedom, I was advised the roof as completed was not in accordance with IBHS standards, making me ineligible for my $8k roof grant. They told me I could pay the current bill of almost $9K for the work they did complete, or I've now been informed if I pay an additional $4,7xx. They'll come back and finish the work to the original agreed upon IBHS standard. I've tried to send an email expressing my frustration and reason with them about the insanity of this situation. This is available to forward upon request. They do not appear to desire to work with me, to finish the agreed upon work unless I pay them almost $13,800. I offered to have them return, complete the agreed upon work and I'd issue payment at the quoted amount of $10,989. We are at a stand still. I'm hoping you may be able to assist. They do not appear to want to take any responsibility for the debacle created.

  

  Business Response

  Date: 07/03/2024

  The process for a homeowner to request eligibility for a Fortified roof is to provide a series of photos to the North Carolina Joint Underwriting Association (NCJUA). Once a home is determined to qualify, it is made available for bid on the strengthenyourroof.com website. Freedom was one of the contractors that bid the job.
  
  NC Fortified LLC is an evaluator that determines whether or not a roof has been built to the Fortified specifications, and can issue a Fortified designation if all requirements have been met. After Ms ********* accepted our bid, NC Fortified requested permission to visit her property to take additional photos. After an on-site visit, ****** **********, Operations Manager for NC Fortified, informed Freedom and the homeowner that the low slope porch roof that connects to the main roof would need to be upgraded with 2-ply rolled asphalt. It was based on this request that we increased our estimate to reflect the additional labor cost and the additional materials required. We explained this to Ms ********* and she signed the updated contract.
  
  Once we began work on the roof, NC Fortified sent an evaluator to the job site as is standard procedure. He contradicted Ms ********** by expressing concerns about how the flat roof tied into the main dwelling, and advised the homeowner to contact an engineer for an on-site inspection. We were then informed by an engineer at Trinity Engineering PLLC that there was no issue with the tie-in provided we could confirm the rafters were spaced 24 inches on center. We confirmed this was the case, and resumed work.
  
  The following day, representative Mark Zehnal at the Insurance Institute for Business and Home Safety (IBHS) reached out to us directly stating that we had received incorrect information from the engineering company. At this point, we had completed the roof per the agreed-upon contact, acting upon the guidance of NC Fortified and Trinity Engineering.
  
  We have worked diligently with the homeowner and Trinity Engineering over the past two months to come up with a resolution and an updated scope of work that would make the roof eligible for Fortified designation. The recommended engineering report, produced by Trinity, involved substantial structural changes to the home that included removal and replacement of much of the roofing surface. Our final estimate provided to Ms ********* accounted for the changes required to meet the Fortified criteria. This included all new materials at our cost, in an effort to lower the additional expense to the homeowner.
  
  The homeowner is untruthful in her accusations about Freedom being hard to get hold of and not wanting to work with her. We have numerous emails and call logs that show the lengths we have been going to in an attempt to find a fair and logical solution. It is unfortunate that the homeowner is attempting to put sole responsibility on Freedom as we have been completely transparent about how the situation unfolded. We followed the strict guidance provided by NC Fortified and Trinity Engineering, guidance that was unfortunately incorrect.
  
  We also want to state that we did not request any down payment for this project, and did not press for any form of payment until we had a final resolution. We have been deeply empathetic to Ms *********'s situation, but feel that it is wholly unjustified to assign sole blame to Freedom given the facts presented above. 
  
  Our communication logs with the homeowner are as follows:
  
  • 4/8 (phone conversation)
  • 4/9 (phone conversation)
  • 4/10 (phone conversation)
  • 4/19 (phone conversation)
  • 4/19 (text conversation)
  • 4/22 (text conversation)
  • 4/25 (text conversation)
  • 5/2 (text conversation)
  • 5/3 (text conversation)
  • 5/3 (phone conversation)
  • 5/3 (email)
  • 5/8 (text conversation)
  • 5/14 (text conversation)
  • 5/14 (email)
  • 5/15 (text conversation)
  • 5/17 (text conversation)
  • 5/31 (text conversation)
  • 6/3 (email)
  • 6/5 (email)
  • 6/19 (phone conversation)
  • 6/25 (phone conversation)
  • 7/2 (email)

  Customer Answer

  Date: 07/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  OOther than them saying they've communicated with me about the matter, I'm not seeing a new or what I feel is a reasonable resolution,  unless I'm missing something on my phone.

  My contract was with Freedom Roofing.  Noone else. All contracts/ statements of the scope of work being provided state they were to provide a roof that met IBHS specifications.  I didn't need a new roof, which is all I have at this point.  

  it isn't my fault they didn't know what they needed to do. They've admitted to me that they don't know if their crew on site waited to work with the evaluator or not, which in this case is obviously a key Issue.

  I've heard that the NCIUA has removed them from their website as a contractor due to issues like this arising for the homeowners. 

  I want to reach a fair resolution,  but charging thousands more than was agreed upon to complete the work hardly seems reasonable to me. I feel like the little guy getting crushed here.

  They need to take some responsibility for this, and to date I don't feel like they have.

  I've reached out and spoken with them tirelessly to try to resolve this and have never felt so taken advantage of.  Ive never used the BBB begore, but frankly dont know what else to do.

  Sincerely,
  
  ******** *********

  

  Business Response

  Date: 07/09/2024

  The resolution to the issue is the revised statement of work we sent the customer, produced in accordance with the engineering letter from Trinity. It is important to note that the customers grant was approved by the NCJUA before she even reached out to Freedom for an estimate. Our initial quote was generated for said approved main dwelling roof by using EagleView measurements. NC Fortified LLC (whom certify Fortified roofs) was on-site prior to us commencing work to take additional photographs and assess the property, and had every opportunity to identify potential issues. As stated prior, their only recommendations were that 2-ply rolled asphalt must be applied to the flat roof which was the reason for our second, revised estimate. This was conveyed to us via an NC Fortified employee via text message.
  
  It would have been unwise of Freedom to have disregarded the direction of NC Fortified and a qualified engineering firm (Trinity Engineering PLLC) when we started work. It was the honest mistakes of these two organizations that caused the issue, not Freedom. Customer states that we didn’t know what we needed to do – again, we were following the explicit guidance of NC Fortified and Trinity Engineering PLLC.
  
  Customer implies we are in the wrong for not waiting for an evaluator to be on site before starting work, but this is not standard operating procedure. Regardless of whether or not this happened, the concern raised by the evaluator about the flat roof tie-in was subsequently cleared (albeit incorrectly) by Trinity so would not have made any difference to our progress on the project. We therefore dispute customers assertion that this was a key issue.
  
  Customer is making false allegations by implying this has occurred with other homeowners, yet has provided no evidence to support such a claim.
  
  Customer has possession of the engineering letter, which clearly outlines the substantial structural changes to the property needed to meet IBHS specifications. We are not sure why she is unable to see that the additional labor and material requirements are the cause for the cost increase in the new statement of work. As previous noted, for the revised statement of work, we are passing on our material costs (i.e. not marking anything up) to help lower the increased amount.
  
  Customer continues to make the same unsubstantiated claims and accusations without addressing any of the factual evidence we have provided. We strongly contest the customers version of events and feel the evidence we have provided clearly demonstrates that the liability lies with NC Fortified and Trinity Engineering for providing us with incorrect instruction. We are happy to provide pertinent emails, text messages, and phone records that confirm liability is with these two organizations and not Freedom. 

  Customer Answer

  Date: 07/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  My contract / agreement for work to be completed did not involve any other parties, only Freedom. 

  I'm only asking that they reasonably abide by the quote they provided for work they promised to perform. 

  Since all quotes have indicated a roof abiding by IBHS specifications would be recieved, hoe can I be assured paying any additional amounts will get me the originally  agreed upon end result.

  I am not a liar as repeatedly indicated,  only a very upset consumer whom hasn't received what they were promised.

  I've been extremely patient, and only reached out for assistance when my many contacts failed.

  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:05/23/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  Got a quote for a chimney job for 1075.00 for the whole chimney. Then two workers came out looked at the job and said "oh no it won't be 1075.00." It wasn't the whole chimney that needed repaired, only two shingles were used on a tiny spot. Never gave a bill. We called numerous times to see how much was owed over a period of 6months. ****** just called recently and demanded the whole 1075.00 and threatened to put a lean on our property. We tried to tell him that his workers said it wasn't the whole chimney, it was just two shingles replaced and he said "oh no there's no discount he needs 1075.00 or he's gonna put the lean on my property. He never came out to check the job.

  

  Business Response

  Date: 05/23/2024

  BBB Friends,

  Mr. *** ******* contacted our company on April 11th, 2023 with a leaky roof. Our Project Estimator arrived the next day and provided a quote in the amount of $1,075 to repair the damaged shingles and the leaking chimney. Mr. *** ******* accepted the quote on April 12th, 2023. The work was completed timely and efficiently on April 20th, 2023. He was invoiced for the completed work the same day. He did not pay the invoice, and called the office to complain that he expected the two technicians to be there all day, and that they were there for a little over an hour. Mr. *** ******* stated he would not pay the invoiced amount as he didn't feel they were there long enough, and that he was only going to pay $200. We then explained to him that there is a whole lot more that goes into a roof repair than just the repair itself.

  The call center rep takes the inbound call using a phone system that we pay monthly for, and inputs it into the system using a company provided computer inside of an office building which has utilities and property taxes.

  The scheduler then schedules the Project Estimator to go to the home on their company provided computer using an internet provided we pay for.

  The Project Estimator then drives a company truck to the home using fuel, and types up an estimate on their company provided computer using the mobile hotspot from a company provided phone. 

  Once a contract is accepted, the Logistic Manager prints the contract onto a large company provided printer and orders the materials from the supplier using a company provided laptop with the company provided internet. 

  The Project Manager then schedules the repair technicians using another company provided laptop and phone, and drives around all day in a company provided truck checking on jobsites as needed. 

  Two technicians then print out their work orders for the day on the company provided printer, and drive in another company provided truck using more fuel to pick up the materials, all while being paid on the clock. They use more fuel driving from the supplier to the customers home to do the repairs. 

  Once the repairs are done, they mark the job complete on the company provided phone using a Customer Resource Management (CRM) program that we pay a monthly subscription to use. 

  The Accounts Receivable Rep will then sit in their individual office inside of a multiple office office building and type up the invoice using a company provided computer, company provided air conditioning, and company provided electricity and email or mail out the paper invoice using a stamp on an envelope paid for by the company. 

  This rep also fields any questions from customers about their invoices, all while being on the clock getting paid to do so adding more expenses to the project that has successfully already been completed. 

  There is also a large cost involved in training all of these team members to be competent enough to do their job as some of these skillsets are learned over years of on the job training. 

  After explaining all of this to Mr. *** *******, the Accounts Receivable Rep offered to take off $200 from the invoice lowering it down to $875, even though we did not need to do this. Our contracts are black and white with firm fixed prices. We do not bill by the hour, nor have we ever billed by the hour. Mr. ******* erroneously assumed that it was take all day to do the repair, but we train individuals to be highly skilled in their crafts. After offering the price reduction, Mr. *** ******* stated he was only paying $200 and hung up on the rep.

  Mr. *** ******* never even sent in the $200 he said he was going to pay. Over the last 13 months we have made multiple attempts to collect costing us even more money. The *******'s are discussed at every weekly receivables meeting. Due to the low amount, we never pursued legal action. Last week, ****** attempted to collect the payment as Chris had no such luck. He offered to reduce the payment down to $800 ($275 off), and Mr. ******* stated he wasn't paying a penny more than $200 and hung up. Two days later, ****** called back after allowing them to cool off and stated we would proceed with then lien. 

  And here we are today, spending even more money for me to type us this response to their complaint. We do well over 1000 projects per year, and unfortunately we are not always perfect. In this case, we did not even have to offer a price reduction, but we offered it rather quick as it was a repair and we have more important tasks to work on. They have refused the $200 off for over a year, and have now refused the $275 off. They are simply using the BBB as a way to maybe scare us, or slander our good name. Regardless it will defame us as most people just see the number of complaints listed and never waste their time actually reading the complaints, thus hurting potentially future business causing us to suffer financial losses. We still intend to lien the home and proceed with litigation. At Freedom, we are based on principal, and we will 100% spend more money than what we would even get paid to ensure that we keep our customers honest. I strongly suggest the *******'s read up on Tort/Contract Law, as this is clearly a case of maybe buyer's remorse. We will entertain a payment plan if they have suffered undue hardship, but as I have clearly pointed out, we have a lot of expenses wrapped up into running our business. They must of thought we were a Chuck In A Truck or a Billy *** and Cletus company, and we appreciate his service to our country as I am a Veteran as well, serving a tour in Afghanistan. As an Army Infantry Officer, the core values of Loyalty, Duty, Respect, Selfless Service, Honor, Integrity, and Personal Courage (LDRSHIP) are embedded into my company, but I do have to draw a line in the sand and hold people accountable when they are in the wrong, to include on very rare occasions, customers. 

  Thanks,

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

  Chief Executive Officer

  Customer Answer

  Date: 06/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: this was the second job that Freedom roofing did. He was paid in full for the first job. He sent out two guys to do the second job, and it was not the amount he quoted, the guys said it would be less. It only took two shingles and less than a half hour job. So, bring out the two men that did this job and have them look at it. It took over a year for him to realize he sent two men out to do the second job. And please stop trying to rip off the elderly! 
  
  Sincerely,
  
  ****** & ***** *******

  

  Business Response

  Date: 06/03/2024

  BBB Friends,

  That was quite the harsh way to end their response. Nothing could be further from the truth. We are absolutely not confusing the small job done for them in July 2020 that they paid $2,875. This is the for the small repair we did on an entirely separate section of the roof in April 2023 that they have yet to pay a single penny for in almost 14 months. They haven't even paid the $200 that they felt the repair was worth even after we have previously explained in this quote that you are paying for a whole lot more than just the two guys that efficiently repaired the roof. The flashing (metal) behind the counterflahsing on the chimney was leaking which was fixed along with replacing a few shingles. This was all well known going into this repair what the issue was and how we were going to fix it. The repairs were done correctly and efficiently. Since then we were gracious enough to discount the repair $275 down to $800, and here we are spending more money trying to defend ourselves against libel concerning scamming the elderly! The original invoice is attached for the work completed. It was a fixed price contract, not a time and material contract. We probably had $200 into the job with our Estimator Stephen's time just diagnosing what the issue was with the roof on that section to be as least invasive as possible. If we were a bad company we would have said replace the whole thing, but instead we pinpointed the areas causing the issues, wrote a line by line contract, supplied the contract to the *******'s, and then did the repair 8 days later after they gave us the green light. This is a transactional relationship, and we would have hoped by now a loved one of theirs would have stepped in to explain what is going on so we can come to a resolution before we lien the house next week. 

  Regards,

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

  Chief Executive Officer 

  Customer Answer

  Date: 06/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: They put a roof on the back of the house and was paid in full. They came back out for an estimate on the chimney which on the advertisement in the newspaper states, "free estimates." The estimator stood on the ground and said it would be about $1,000 to refresh the whole chimney. There was no contract for the 2nd job. Just word of mouth from the man that stood on the ground. We gave approval to fix the chimney. Two workers came out, one went on the roof, came back down and told us they only needed two shingles. My husband offered two shingles that we had in the garage but the worker stated there were two on their truck. They were here less than a half hour. My husband asked how much for what they did and hoped they weren't charging the $1,000. The worker said no it was a little job with just two shingles ****** would send us a bill. We didn't get a bill until April 2024. I called twice and spoke to a woman and she said she would have to talk to ******. Shame on you for making up stories. I may be elderly but I am sound body and mind. Shame on you again.
  
  Sincerely,
  
  ****** & ***** *******

• Initial Complaint

  Date:04/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  10/12/22 i hired this company to replace my roof. it is already start leaking and some shingles broke or misshapen. trims and edges are broke or moved. the entire roof looks wavy. roof looks uneven and doesn’t have a uniform appearance. Crucial roofing components were left off during installation. my attic isn’t ventilated properly and is wet in some places.

  

  Business Response

  Date: 04/28/2023

  BBB & ******** ********,

  It is of my understanding that as of Thursday, April 28th, 2023, this complaint is being withdrawn (I know it cannot be fully withdrawn as once it is filed it is there to stay no matter the validity of it) by Mr. ***** ***** upon another free service to him of raising his gutters that were installed too low in lieu of the free slip metal we installed so water would not flow behind his gutters in certain spots (these are the old existing gutters when we replaced the roof). After the roof was replaced in late October he noticed five pieces of his existing plastic gutter guard had chips in them, and two of them had some frayed/lifted mesh. This was cosmetic damage and not functional damage. Our crew stated the minor damage was existing, but unfortunately we did not have pictures of the chips, so we told Mr. ***** we would replace those 5 damaged gutter guards for free (although we are of the opinion it was existing damage as Mr. ***** just bought the house a week or so prior, so he probably just did not realize it). We were unable to get an exact match as it was a very old style of gutter guard that was not manufactured anymore, so we then told Mr. ***** we would do all new free gutter guards on his home. Keep in mind, we still knew that it was existing damage, but that is just the kind of company we are. It is not worth the reputation damage. This was simply a case of him only owning the home for a week-ish and not knowing, but we knew there was going to be no way for him to believe us due to his animosity towards us in text threads (which we have, but are choosing not to produce at this time in order to settle this amicably). He also complained of "lumpy" looking shingles, which we thoroughly explained that due to the time of the year it was a colder weather application, and asphalt shingles, like any sold material, will not lay completely flat until deep into the springtime when the weather stays consistently warm. 

  Fast forward to April 24th, 2023. Mr. ***** sends a picture of a small dribble going down his exterior electrical mast on top of the electrical box. He also sends a picture of the inside of the attic showing the mast going up through the roofline and says his insulation is wet (above the soffit overhang of his home, not the living area). We immediately dispatch ****** there, whom was the original crew leader on this project. We told ****** and Mr. ***** what the issue was before we even got his house. Very clearly in Mr. *****'s picture he sent to us you can see that the large metal electrical mast conduit pipe is unsupported (not braced) to the underside of the roof rafters. Code requires it supported every 3 feet. Mr. *****'s last bracket around the mast was under the soffit going into the brick, which means that the pole is unsupported for almost exactly 6 feet. Therefore, the pole with flex due to expansion/contraction caused by temperature fluctuations, and also due to high winds. As many of us NW Ohioans know, we have had 3 major wind events since the 2nd week of March with gusts exceeding 50+ mph each time. We also had in the week prior to Mr. *****'s leak a heat spell with a high temperature of 83 degrees, then dropping right back down in a matter of days to a low in the upper 20's. Those two items caused the slightest of voids on the bottom side of the neoprene boot around the mast. 

  Back to the evening of the leak. ****** shows up to verify what we already knew based on Mr. *****'s own pictures. ******, an experienced roofer of fourteen years, attempted to fix the void in the boot, as well as add bracing in the attic around the mast (free of charge, of course), and Mr. ***** refused to let that happen, and became incredibly rude to ******. However, ****** maintained his composure and asked him why he couldn't fix the issue to which Mr. ***** replied in some form or fashion that ****** was a bad roofer and does not know what he is doing. The whole time we were texting with both of them, and Mr. ***** absolutely would not let him touch or fix the issue on the spot to repair the tiniest of leaks. He requested that someone who is professional and knows what they are doing come out the next day.

  Onto the next day, we attempted to go out there, but Mr. ***** cancelled and then requested us to go out on Friday. However, we knew there was rain coming on Friday, and on Thursday we pleaded with him to let us fix the leak before the rain as we were growing tired of the combative and threatening text messages from Mr. *****. On Thursday April 27th, 2023, the boot was repaired (but not the mast, yet). **** made an agreement with Mr. ***** that if we removed the free slip metal we installed to stop the leaking behind the gutter in certain spots (this condition existed before we did the roof as the same size "T" style drip edge was used, but Mr. ***** would not have known that as he was only there a week or so), and raised his gutter up for free, he would indeed not only remove his negative pictures and complaint, but leave us a positive 5-star review instead. We are going out Saturday April 29th, 2023 to do this for him. None of us at Freedom feel as though Mr. ***** is lying. This is simply a case of you don't know what you don't know as you just moved into this house, and then lastly once someone's mind is made up that something is wrong, it is incredibly hard to change their mind, even when you start spitting facts and talking science like Bill Nye the Science Guy. 

  In closing, we shall see if this agreement holds true as Freedom Roofing, Windows and Siding LLC is honestly running out of things to give away for free. 

  Customer Answer

  Date: 04/28/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  1- They answer your phone and will send someone, Thanks for that! but the problem is they don't complete the job.

  
  2- Just look at the language! I understand science. instead of try to attack me as a person, explain why the roof is leaking. Your response entirely was about me. It doesn't matter who I am, you should stand behind your work. You telling me I can't understand? so i will hire another roofing company to evaluate your work and then we go from there. I even let you to pick another independent company. how's that?

  3- I am the one who paid for every single services and still: there is water in my attic. You can try to justify what you did but it is so simple: there is water in my attic. 

  4- Before I bought the house, I hired house inspectors and they documented the condition of the house including pictures of the roof and gutters. so I know what was the condition of the gutters. You simply broke it and now telling me "look I replaced it for free, thanks me and stop asking for free stuff", but guess what? the roof that you installed start leaking just after five months. How's that sounds to you? 

  At the end of the day, it is your JOB, but to me it is the place that my kids and my family lives in. You are worried about your reputation and I am worried about the water goes to the electric box and can cause fire. it is so simple, i understand mistake happens, but i expect you to believe me (not attacking me) and take the problem seriously and get taking care of it. if i am a new homeowner it doesnt change the fact that you should do your job that you got paid fully. 

  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 04/28/2023

  1- They answer your phone and will send someone, Thanks for that! but the problem is they don't complete the job.

  The job was completed in late October, and remains completed. 

  2- Just look at the language! I understand science. instead of try to attack me as a person, explain why the roof is leaking. Your response entirely was about me. It doesn't matter who I am, you should stand behind your work. You telling me I can't understand? so i will hire another roofing company to evaluate your work and then we go from there. I even let you to pick another independent company. how's that?

  It was clearly explained why the roof leaked as your electrical intake mast conduit pipe was improperly supported per building code in your attic. As we immediately told you when you sent the picture, it needs braced to the rafters, and we offered to do it for free.

  3- I am the one who paid for every single services and still: there is water in my attic. You can try to justify what you did but it is so simple: there is water in my attic. 

  Water in your attic was caused from a pre-existing condition that we had no knowledge of, nor could we known. We were not given access inside your home when we did the free quote.

  4- Before I bought the house, I hired house inspectors and they documented the condition of the house including pictures of the roof and gutters. so I know what was the condition of the gutters. You simply broke it and now telling me "look I replaced it for free, thanks me and stop asking for free stuff", but guess what? the roof that you installed start leaking just after five months. How's that sounds to you? 
  At the end of the day, it is your JOB, but to me it is the place that my kids and my family lives in. You are worried about your reputation and I am worried about the water goes to the electric box and can cause fire. it is so simple, i understand mistake happens, but I expect you to believe me (not attacking me) and take the problem seriously and get taking care of it. if i am a new homeowner it doesn't change the fact that you should do your job that you got paid fully. 

  The small leak went down the outside of your electrical intake mast. The mast and the electrical meter box is on the outside they are made to get rained on. Every house has an outside meter box which allows the electrical company to come take meter readings every month. There is not and was not ever a threat of a fire, so what you are saying is clearly an exaggeration for dramatic effect, and everyone reading this with a lick of common sense would understand. Not to mention, the leak was not caused by us whatsoever, but we fixed for free, and offered to fix the underlying issue, for free. You mentioned "hiring a home inspector prior to purchasing your home, and that they documented the condition of the house, including pictures of the roof and gutters." Therefore you "know what the condition of the gutters" was, and that we "broke it." This is going to come as a shock, but we also have your home inspection report. Turn to page 11 of 50 on a computer not a phone as it will become too pixelated. I have attached picture #3 which shows the overview of the back section of the gutter and the unsupported electrical mast inside the attic (so tall that the picture could not capture the full height). I also attached picture #1, which clearly shows the chipped gutter guard. In picture #2, you can clearly see 3 more chips in your gutter guards. Picture #4 is the picture you sent to us of your gutter guard, which clearly matches up with the location of the chipped gutter from the inspection report in picture #1 (look at the door underneath in #1 as you can see the top of the door in #4).

  You may ask why did we replace your gutter guards if we had the inspection report? Good question but I will tell you why. I first looked at the report that I have had since before you bought your home on my phone, and I could not see the damage. After I green lighted the full replacement of your gutter guards, but before we installed them, I looked at the report again using my computer. It was clear that these gutter guard damages were pre-existing, but you were already told by my company that we would replace for free. I am a man of my word, and I wasn't going to stir the pot and risk upsetting you with your constant threats over a $1,000, even though we truly should never had replaced them because the crew said it was existing, but we did not have the pictures at the time to prove otherwise. Since you have tried to defame and threaten constantly our company with lawyers and inspections, I will just save you the time as here is your proof. For 5 months I have had to listen to my team tell me all the nasty things you spewed about us, including the hard working men that provided the quality roof for you, that you put down to their face on Monday for reasons only you know. At this point in time Mr. *****, I truly am questioning your integrity as like you said, you had the pictures, and knew the conditions. I just called your bluff and it's looking more and more like you knowingly filed a false claim and are just wanting a free handout. 

  I truly hope your next response is to apologize to so many people you have personally offended at our company. My only regret about this whole thing is not intervening sooner on behalf of my team as **** ****** ***** *******, and especially ****** did not deserve any of your harassment and threats, or to be blamed for something they did not do. I have never met you and do not know you personally, but I truly hope you find peace and can move on. Be kind to others when they are trying to help you. I would venture to say probably no company would have done the amount of free things as we have knowing that we did not even cause the problem, and continue to be belittled by you.

  Have a good weekend Mr. *****.

  Freedom RWS

  Customer Answer

  Date: 05/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  1- you even don't know there are two pipe that leaks (utility pipe and the pipe that goes to the bathroom. it might be more leaks.

  2- I don't know why you got access to my personal documents and it is another legal issues. I will check with my realtor and her company to see if it is legal for you to have it or legal for her to send you a copy without my permission.

  Each side of the house has more than five gutter guards. you broke some of them. your crew came to collect the MONEY one day after the job and they said the gutters was broken before the job. and then I showed them pictures and they admitted and told me they replace the ONES that they believe they broke and after months or so that i called and called, they told me the gutters are too old and i have to pay for the new gutters and they need to replace all of them. i refused to pay since i already paid a lot of money. so you even didn't talk to your crow. the pictures you refers to already was sent to your crow. and you miss calculated some of the pictures. I know what gutters was broke and which one you broke. you got it wrong.

   

  But, the gutters are one problem; the roof doesn't looks new, leaks, trims are shorts, shingles are misshapen. and one of your crow members told me some of the underlying problems. 

  3- I gave you an option to solve this (give me five roofer contractor and I pick one of them and ask them to evaluate your work. whatever they were going to say was fine by me). However, you think you got my home inspection document and you solved the case? that option is not available anymore. 

   

   

  
  Sincerely,
  
  ***** *****