Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/14/2023

  Type:Sales and Advertising 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.

  They have received my phone number from an unknown source and refuse to remove my number from their marketing list. They call my phone several times a day. They are rude and verbally abusive.

  Business Response

  Date: 11/15/2023

  Dear ****************,
  
  We received a complaint from the BBB filed by you against our company for Advertising issues.  You stated specifically as follows:  
  
  " Customers Statement of the Problem:
  They have received my phone number from an unknown source and refuse to remove my number from their marketing list. 
  They call my phone several times a day. They are rude and verbally abusive."
  
  Unfortunately, we have no record of any customers in our database that match the name, mailing address, email or phone number that you provided in the complaint. If you feel that we have some misinformation, please call my office directly at ************
  
  

• Initial Complaint

  Date:09/22/2023

  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.

  Filed a BBB complaint in June regarding improper roof install. Contractor reached out to me we came to a settlement of they pay for 1/2 of the interior damage and come out to repair the damaged roof. They sent me a docu sign (attached), I replied back to them asking when they would come out to repair the roof and they has since ghosted me. I was advised by another company to have the whole roof replaced as there is not telling what issues are where the naked eye can not see.

  Business Response

  Date: 10/12/2023

  In response to the above complaint --

  We have agreed with the homeowner for a painting invoice due to a minor leak in July of 2023. The homeowner is refusing the payment, and due to opinions of other contractors, wants the roof replaced. Our position is remaining that we will in fact reimburse the paint invoice, but will not be re-doing the entire roof project. Below is the same response from July 2023:

  _________________________

  In response to this complaint,
  
  After installing a roof in October 2019, there was a minor leak. We were back to correct the leak which was fixed on that visit.
  There was some moisture issues due to the leak, and the homeowner hired a painting contractor to paint the areas.
  We have come to agreement to reimburse the homeowner a portion of the invoice for the inconvenience.
  We have mutually agreed, and this complaint is resolved as of 6/31/23 between our company and the homeowner.
  Thank you
  **********************

  _________________________

  We consider this matter to be resolved once the homeowner agrees to the reimbursement. 

  Customer Answer

  Date: 10/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I have 2 roof inspections stating that the roof was not installed properly. Both reports are addressing the same improper installation items.  Once roof is repaired I will accept the payment and consider this matter closed.  

  I didn't have my roof replaced just for it to give me issues 4 years out.
  

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

  Business Response

  Date: 10/16/2023

  In response...

  Again, the roof is under complete warranty. If the roof does in fact leak in the future, our company stands behind the warranty and workmanship.

  We are not in agreement with replacing the entire roof based on the opinion of third parties.

  We stand behind the warranty for any future repairs, but the homeowner is referring to hypothetical future leaks.

  We are willing to reimburse for the painting invoice, but not replacing the roof. We would like to resolve this issue as soon as possible.

  Thank you,

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

  Homeowner Funding

  Customer Answer

  Date: 10/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  That is great news to hear that you will keep the warranty.

  The current issue:  I was told someone would be out this week to REPAIR the roof, I have not heard back from anyone.  I ask *** to come out with the workers to inspect the roof himself, have not heard back from anyone.

  There are visible damages not hypnological that I would like repaired, that should fall under the "warranty".  You do not accept 3rd party opinions, please come out and inspect it yourself.  I have been asking for someone to come out.  The reason I got a third party to come look at the roof is because you did not respond to me.

  I am available Wednesdays and Thursdays.

  Some items that I see that are improperly done: there is a 2-3 inch gap between the roof and molding in an area, around the chimneys and pipes it is not properly ceiled, in some places the roof has air pockets, when it rains-water is going behind the gutter instead of in the gutter. my backyard is full of little rocks that are washing off the roof and on the shingles that are on the peak in the front of the house have visible cracks.
  

  I am not asking for the world, I hired a professional to have a service done properly and professionally.  I do not feel that with the above issues reflect that regards,
  

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

  Business Response

  Date: 11/16/2023

  Last week we performed an in-person site inspection and did find some deficiencies with the roof installation.  We are agreeing to install a new roof over the top of the original roof that was installed for added protection. 

  Customer Answer

  Date: 11/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Thank you for sending someone out to inspect the roof.

  Your recommendation as a professional roofing company to place another layer of roof on the existing one sounds like a good idea, but I have some concerns.

  As the roof has already leaked; what about any damage that it has cause under the current roof?

  If you do not remove the current roof how will you be able to know if there is any structural damage, rot or mold?

  There are also signs that the roof is still leaking where the shingles are.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was led to believe that this company was in the business of helping lower income people get needed home improvements. The salesman sold me a premium quality custom window, to be reframed and installed by qualified experts. I received a low quality damaged window and siding thats not even close to the same color as mine. The first installer that came ended up having to reschedule because his helper backed out. Then he didn't show up for our new appointment. The 2 guys that finally showed up didn't have any instructions or materials. They slapped the window in with scraps of wood from their car. The frame was supposed to be rebuilt as per my contract. When I called my project manager, he wasn't surprised by the poor quality of work and proceeded to bad mouth his own staff because they "aren't white and can't read". After hanging up on him twice (because his "realist, not rascst") opinions had me in tears I told him to stay away from my home. So another contractor came out to look at the window and said he could order replacement parts for the ones that are damaged. I signed a contract for a new premium custom window and quality installation-not replacement parts on a cheap window. The screens are ripped, there are 2 big dents, and glue and insulation are visible in several places. One of the owners said they have a right to fix the situation... the project should have been handled the way it was promised and contracted for in the first place. I don't trust them to follow through on anything at this point! And now they are threatening to put a lien against my home for non-payment. This whole ordeal has been a stressful nightmare. I want my contract voided without penalty. They shouldn't be allowed to "Help people"... they are shameful criminals.

  Business Response

  Date: 09/15/2023

  The customer's allegations are completely unfounded.  Her window is a high-quality window and if there were factory issues, they would have been repaired and/or replaced at no cost.  She actually told us that we needed to fire one of our employees and provide her with "Proof".  Otherwise, she would not let us continue with the installation.  She never let us finish so we did not have the opportunity to show her the finished product.

  We do not want to work with this customer.  She told us to come and pick up the window and we will as soon as it's ready.  She must notify us within a week, and we'll make arrangements to get it.

  Also, her calling us "criminals" in a public forum is completely outrageous.  We have begun legal action against her for her slanderous remarks. 
  I am requesting that the correspondence regarding this customer not be made public until our lawsuit has been adjudicated.
  Thank you.
  

  Business Response

  Date: 09/15/2023

  The customer calling ** "criminals" in a public forum is completely outrageous.  We have begun legal action against her for her slanderous remarks. 
  I am requesting that any correspondence regarding this customer not be made public until our lawsuit has been adjudicated.
  

  Customer Answer

  Date: 09/20/2023

  The company has agreed to void my contract and pick up their products.  The issue has been resolved and you may settle the complaint.  Thank you

• Initial Complaint

  Date:08/01/2023

  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.

  In May of this year, I contacted this company to see what they could offer me for services. I set up an appt for a contractor to come out. I thought about it more and researched the company and then decided to cancel the appt after reading bad reviews. The woman told me she would put me on a call back list. I started to receive calls and texts asking when I would like to set up another appt. Three months later, I still receive at least 1 voicemail a week, but that number is now increasing to 2-3 a week from the company. I have blocked the phone number, so at least the phone doesnt ring when they call. I just see blocked messages and the voicemails consist of silence, or usually breathing and someone chewing on the other end. I would like this company to leave me alone. I do not want their services and I would think after leaving several weekly voicemails to the same phone number with no message they would get the point. Its harassment and I would really like for it to stop. I dont know what else to do.

  Business Response

  Date: 08/02/2023

  After looking into this situation, we found that our customer service representative accidentally clicked the button in our software for “DO NOT TEXT” instead of “DO NOT CALL”, which is the reason why the customer kept getting calls from our company.  This was done in error and has since been corrected.  We truly apologize for any inconvenience this may have caused.  If for some unlikely reason the customer gets any more calls, please call our office directly at ************ 

  Customer Answer

  Date: 08/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****************
  

• Initial Complaint

  Date:07/17/2023

  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.

  In October 2021 I had Siding installed on my home there was supposed to be a full house wrap and foam board s insulation The Siding was supposed to go to the ground. All the windows were supposed to be trimmed out. The gable ends were supposed to be replaced. The Siding was not complete and I’m paying for Work that never got done. There is a lifetime warranty, add parts and labor, and they will not come back and finish the job and fix things and deduct the things I am paying for that I did not receive from the loan. I have contacted the company on several occasions and even had appointments for them to come and they didn’t show up. They have sent two different guys. To look at my home in both said, and wrote down what I needed and that they would order the parts and schedule it but it has not happened. I was supposed to have been contacted by somebody in their finance department about paying for the siding that did not get done and the whole house wrap that I was charged for that could not be done but no one has contacted me. I have been trying to get them here since two days after the work stopped. This spring they asked me to take pictures of everything and send it to them. They also confirmed receiving the email and said that they would order materials and schedule it but that has not been done. They no longer seem to take my calls or respond to messages

  Business Response

  Date: 07/28/2023

  Our service manager successfully resolved all of the siding concerns **. ****** referenced 
  *  We refunded him $400 for work that was not installed. 
  *  We repaired and replaced the siding that was accidentally damaged by the homeowner.  This extra work was done at no charge.
  

  Please see the attached mutual release and service completion form signed by the customer acknowledging his satisfaction and advise when this case is closed
  

  Customer Answer

  Date: 07/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  All work has been completed and I have been reimbursed and am satisfied with the work and reimbursement
  

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

• Initial Complaint

  Date:06/20/2023

  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.

  New roof was installed February 2019. October 2022 noticed 2nd floor room paint coming off. Went to the 3rd floor and saw the damage in both rooms. Called insurance to file a claim. Called the roofers had to leave a message. Kept calling finally they came out to repair the roof in December 2022. In February 2023 the insurance denied my claim because they demeaned the roof as being improperly installed. Called and emailed the roofers with insurance findings and asking them to repair the damage, Called and emailed weekly. Finally in April 2023 someone called me back and offered me $500 for the damage. I did not except that and was told that they would get back to me. As of today they have not reached out to me nor have they responded to my emails, phone calls, letters.

  Business Response

  Date: 07/01/2023

  In response to this complaint,

  After installing a roof in October 2019, there was a minor leak. We were back to correct the leak which was fixed on that visit. 

  There was some moisture issues due to the leak, and the homeowner hired a painting contractor to paint the areas. 

  We have come to agreement to reimburse the homeowner a portion of the invoice for the inconvenience. 

  We have mutually agreed, and this complaint is resolved as of 6/31/23 between our company and the homeowner.

  Thank you

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

• Initial Complaint

  Date:06/09/2023

  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.

  8/28/22 homeowner funding replaced 13 windows and 2 doors. They were given two days to complete the job. They left 8/28/22 with front door not in operating order, large pieces of glass in front of guest room window. They removed the garage window and I had to replace with my own time and money. They forged my finances signature "sign-off" on 8/28/22. There was no insulation around windows or doors. We as homeowner did this and homeowner funding provided a check for $375 that has not been cashed and a bill for $300 for a building permit that was not needed. They did cancel the building permit charges. The contractor was sent out multiple times to fix the door as he was never prepared for his job continuously asking for flat bar, caulk gun etc. The job was finally completed in December 2022. I have gone through the proper channels with filing complaint through ******* Finance Company with ****************************** as mediator proposing we will pay for materials as the work was not done professionally or in a timely manner. Multiple emails have been sent to homeowner funding staff, and there are mostly no responses. Last member ********************************* emailed 5/1/23 and reports that a final resolution is being drafted. I have checked in once weekly, and there is still no final resolution to discuss monetary compensation. I would like this complaint to be put to rest and to move on. The company was made aware that if this was not resolved by 5/31/23, the BBB would be brought in on the matter. Anything you can do to help with this matter will be greatly appreciated. I do have emails and pictures if needed.

  Business Response

  Date: 06/13/2023

  We are working with the customer and the bank that did the financing to finalize a billilng adjustment.  We did agree to help the custoemr with this..

  Customer Answer

  Date: 06/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: *********** has been promising this adjustment for a final resolution since the beginning of May without any timeline or updates on the progress of this final resolution.  Can you please show me some sort of proof that this is being addressed. 
  
  Regards,
  
  *************************
  

  Business Response

  Date: 06/22/2023

  *********************************** from ******* Finance is handling and coordinating the settlement directly with the customer.  You can confirm this by contacting ******** directly at **************************** or ************. Thank you
  
  
  
  
  
  

  Customer Answer

  Date: 06/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I have been promised since May 1st of a final resolution being drafted. I have been emailing ********************************* as suggested in your response on multiple occasions including June 1st and was promised a follow up email on June 2nd 2023 but did not recieve one. I will not close this complaint unless there is actual proof that a final resolution is physically being drafted preferably with a suspected completion date. Attached are the emails that have sent with only one response on June 1st from ********************************** 
  
  Regards,
  
  *************************

  Business Response

  Date: 06/26/2023

  Below is a copy of the settlement agreement that was sent from the bank to **************

  MUTUAL RELEASE In consideration of the reduction of the principal balance of that certain retail installment contract executed by and between ******* ***** and Borrell Construction ******* LLC dba ********* Funding (“Borrell Construction”) dated as of July 11, 2022 (the “Contract”), in the amount of $2,000.00 paid heretofore by ******* Finance Company, LLC (“******* Finance”) and Borrell Construction with respect to account number 3512593 maintained in the name of the ******* ***** by ******* Finance, ******* *****, for herself and her heirs, executors, administrators and assigns, hereby completely and fully releases and discharges ******* Finance and Borrell Construction and all assignees of the title to the Contract, their employees, officers, managers, directors, successors and assigns (including, without limitation, ******* Finance’s assignee of the title to the Contract), from any obligation, liability or responsibility of whatsoever nature arising out of: (1) the home improvement project at *** *********** **, Winsted, CT ********** which was financed by (ii) the Contract and (ii) the purchase of the Contract by ******* Finance together with all transactions related thereto. It is understood and agreed that the parties hereby released admit no liability and that ******* *****, ******* Finance, and Borrell Construction will not pursue legal action in the future based on either the work performed by the Borrell Construction named in the Contract or the purchase of the Contract by ******* Finance. Any tax liability resulting from this Mutual Release shall be the responsibility of the individual party incurring such liability. *** ***** agrees that if it is later determined by the Internal Revenue Service or any other taxing body that taxes of any type should have been paid by her in connection with any benefit they received pursuant to this Mutual Release, they will be solely responsible for paying such taxes. ******* Finance makes no representations or warranties regarding the legal effect or tax consequences of this Mutual Release, or of any such filing or reporting by them. *** ***** further expressly acknowledges that they neither received nor relied upon any tax advice from ******* Finance, or its representatives and attorneys The undersigned acknowledges that she has read this release and understands and agrees to the terms set forth herein. Signed and sealed this _______day of _________, 2022. Signed and sealed this _______day of _________, 2022. ____________________________________________(sign) Borrell Construction

  Customer Answer

  Date: 06/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I need an explanation on why my proposal to pay for materials and not labor is not being considered. As previously expressed the job was rushed and a garage window was taken out that was not supposed to be and no one will acknowledge this. The front door was not installed properly and the contractor signed ****'s signature anyways for 8/28/22 even though the job was done 8/29/22. They left large pieces of glass outside one of the windows and the garage. The contractor that came back to fix the door was never prepared and wasted so much time including calling 10minutes before arrival to cancel.  There was no insulation around the windows or doors which defeats the purpose of having replacements. I am also concerned on whether my life time warranty will be affected by the final resolution. Any information or explanation would be greatly appreciated.  
  
  Regards,
  
  *************************
  

  Business Response

  Date: 07/10/2023

  Your lifetime warranty will remain in tact and will not be impacted by our resolution.  The $2000 is to resolve your issues only..

  Customer Answer

  Date: 07/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  That was not really an explanation why my proposal is not being considered. The job was not done to code. I attached two more pictures of lack of insulation. This makes it difficult for me to being willing to pay labor price for poorly installed windows and doors that do not do the job they are supposed to. Also the fact that your company cannot say "I am sorry" for the garage window that was mistakenly taken out or the mess of glass left for me to clean or the countless unprepared visits to my house that prolonged completion of the job does not give me faith that more mistakes will not be done when returning to my home. Please reconsider my proposal to pay for materials and close this complaint.

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

• Initial Complaint

  Date:05/01/2023

  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.

  We had new windows installed by Borrrell Construction Service. The Installer treated my wife as if she was an idiot. He did not put the windows back in where they were originally. We had to completely redo all the windowsills in our home. This was resolved with the company they did refund us some money for the wood to replace everything. After that was resolved the weather got colder and windy, we noticed a lot of draft coming in from the new windows way more than was coming in our old windows. When we purchased these windows we were told they would be guaranteed for 40 years that if we noticed a draft, something was broke all we had to do was call and they would fix them. Then when winter came we had snow coming in our house thru the windows. It was way nosier and colder than with our old windows. We again contacted the contractor who put the windows in he said it was the windows themselves. We then contacted the company that made the windows a man came out. He went over each window and showed us that the windows were not installed correctly. They were not insulated or calked around. He stated that we needed to contact the installer and have them fix everything. He even wrote everything down and took pictures. We then contacted the installer again sent him pictures showing snow coming in thru the windows, also a video showing a match getting blown out by the wind coming in the window. They put spray foam around the outside of one window and did calk them on the outside. He did not ask to come in the house and do them on the inside which the window company stated they should be done on both sides. After he left. We contacted Borrell Construction again and stated that he did only the outside and that we would do the work on the inside ourselves and that we wanted compensation for that and towards our gas bill. At first the man agreed to send us some money then changed his mind. We want compensation for the work we have to do and for our higher gas bill.

  Business Response

  Date: 05/15/2023

  In response to the complaint,

  As of 5/13/2023, the customer said that this complaint was submitted prior to our agreement. This matter has since been resolved.

  We have settled on an additional $500.00 refund to this homeowner for their issues and concerns.

  They have stated that this will resolve the matter. Our company will still honor any future warranty claims on the product, but no further refunds or credits will be issued out.

  Thank you

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

  Homeowner Funding, a division of Borrell Construction

  Customer Answer

  Date: 05/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** & ***********************
  

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a mail advertisement from homeowner funding and returned it. I then received a phone call telling me that I would receive an email where I would need to fill out an application with my information, including my driver's license and social security number. That information would then be sent to a third party who would run my credit and give me a return answer within usually 72 hours. It has been almost 3 weeks and I have requested what happened to my information because my credit has not yet been run and I have yet to receive any confirmation. The company has no idea where my information is and they can't direct me who to call to find out who is in possession of my social security and driver's license number. There is no confirmation email after sharing this sensitive information with them, nor is there a confirmation number offered at the website where the information is entered. I am highly suspicious as they keep threatening to disallow any of their services to me because I keep requesting information. I believe there is a good chance that the information is in a insecure server or possibly in criminal hands.

  Business Response

  Date: 02/14/2023

  February 13th ,2023
  
  To whom it may concern,
  

  In response to *** *******’s letter dated 02/08/2023, I am writing to inform the BBB that I have spoken to *** ******* and have worked out the issues he had described in his letter and have resolved the matter. I assured *** ******* that his information is safe and was destroyed. I corresponded to *** ******* by email that his information is now destroyed. 
  

  Regards,
  Homeowner funding Management 
  

  Customer Answer

  Date: 02/14/2023

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

  
  

  I spoke with the owner *** who was able to rectify the situation. 

  I also received an email from the company to say they had  deleted my information. 

  
  

  My response:

  It would be best if when information was deleted, an auto generated hash or check sum that verifies the computational process of deletion was attached to the email. When you think about it, all that I just got is an email that says you did what you said you did. Short of me auditing your filing system and databases myself, there is no way for me to verify said information has been handled as stated . 

  
  

  It would be nice if I got some sort of verifiable confirmation. This is possible using some sort of hash or check sum. Can you provide this?

  
  

  With that said, I would like to say that I think this business has a unique method and can likely provide people some real value. 

  
  

  Unfortunately, their customer service process was not able to understand my concern about my private data. But those concerns only arose after multiple customer service experiences that went terribly wrong. 

  
  

  I was told that certain steps would happen in a certain order and in a certain time frame . Each time that did not happen I called the company to follow up and also to question about the security of my data as I became more and more suspicious that I could be interacting with scammers. 

  
  

  This of course was not the case, but because of their abrasive responses to my questions and concerns, I became even more suspicious.

  
  

  I remind folks that when you have an initial interaction with a company like this, you should ask yourself. Is it worth the risk to move forward?  They have already proven through there actions that each future action could be just as difficult to manage.

  
  

  Good luck out there folks.

  
  

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

• Initial Complaint

  Date:09/16/2022

  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.

  Roof still leaking, rafters are rotting, shilkels are lifting up. Company inspector has been here 6weeks ago, said it was a terrible job. Will call me in with a week. No one has called. Called customer service several times and no reply. Inspector was here on August 09 2022 and I started calling costumer service August 17 2022. Roof was done end of January 2021 to February 2021.

  Business Response

  Date: 09/19/2022

  In response to the above complaint:

  Our company was out the evaluate a minor leak in August. Our findings proved a minor leak and some other minor issues regarding the roof installation.

  We are going to the home on Wednesday, September 21st to correct all of the issues. The homeowner confirmed and is in agreement with the action plan.

  Thank you

  Sam B***** Jr

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