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:04/04/2022

  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.

  In October 2017 following Hurricane ******, we contracted with ******************** Roofing to replace our roof which our TWIA policy paid their part and we paid ours. The roofing was completed on or about October 23, 2017 and we received an invoice from ******************** Roofing. On or about October 28, 2017 we paid the invoice in full with a cashiers check. Stated in bold at the bottom of the paid invoice statement we received when I presented payment noted the following:* ltems remaining to be delivered to customer: Copies of all WPI Certificates and documentation sent to TWIA in association with and for obtaining WPI-8-C Certificate on home.* Items deducted from total invoice: Damage to plants around home, broken sprinkler head and for decking and associated materials purchased and provided to contractor for work to be completed.Over the last 5 years we have contacted Mr. ******************** and each time he tells us he will get the promised WPI Certificates and documentation sent to TWIA in association with and for obtaining WPI-8-C Certificate on our home.When renewing our home insurances this year TWIA and other policies checked and found that Mr. ******************** has never filed any paper for a WPI-8 certification and we are now likely to be faced with loss of insurances and having to pay for extremely costly policies that our mortgage company will purchase on our home per our mortgage agreement.Mr. ******************** does not respond to phone calls, if you can get him to answer them, nor respond to emails or other correspondence. How this outfit ever got a BBB A+ rating is beyond me. From what I have been able to find online he has been sued for this same thing numerous times under ***** Deceptive Trade practices and doesn't even respond to the courts or abide by the judgments entered against him.

  

  Business Response

  Date: 04/14/2022

  I received a call from a Ms. **** on 3/31/2022 from Mr. ******** insurance agent stating that ****************** was about to lose his insurance coverage if he didnt get his windstorm certificate right away. I immediately went to work trying to figure out why his certificate was not already processed since we had already completed his roof back in 2018, what we found out was that the engineer who originally filed for Mr. ******** certificate made some sort of clerical error from what TDI stated, at that point I had already contacted my current engineer and was prepared to pay upwards of $1,000 to have my engineer do whats called a post construction certification, my engineer along with one of my staff members arrived at Mr. ******** home on 4/5/2022 thats the soonest my engineer could get there because he was in Odessa on business, however once we found out that *************************** the original engineer made a minor mistake on the paperwork we contacted him & asked if he could amend the paperwork to get ****************** his certificate for his roof, ****************** agreed to go do a reinspection and amend the paperwork, as of today 4/14/2022 he has not done so according to **** the insurance agent, we both agreed to just have my current engineer do the post construction certification but because ****************** the original engineer has already filed his paperwork as of 2018 my engineer isnt able to certify the roof unless ****************** retracts his original paperwork, **** & I are going to make another attempt to reach out to ****************** in hopes he will stand by his word. Also I my self reached out to ****************** and explained this to him on 4/5/2022 & also told him that if he incurred any fees or costs due to the loss of his insurance that I would cover his costs even though the engineer is the one who made the mistake. ****************** has gone on every possible platform to defame Phillips Roofing reputation despite the fact that Ive done the work to get his certificate completed and have been willing to absorb costs, our company is made up of a group of professional people who take great pride in our work, also we run a business build on integrity & honest hard work, we would NEVER leave our customer in a situation like this & will always work to fix any mistakes that we make, our goal is to get ****************** his certificate and help him in anyway we can to make this situation right, I as the owner of Phillips Roof personally take responsibility for this situation & apologize for the inconvenience that ****************** has incurred.

  Customer Answer

  Date: 04/19/2022

  Complaint: 16972845
  
  I am rejecting this response because:

  1. It does not address the fact that we have asked for the certificate from Mr. ******************** for nearly 5 years and we were always assured by Mr. ******************** they would get it taken care of.

  2. It does not address the fact that we are going to have additional costs in obtaining insurance coverage for our home and although Mr. ******************** has stated he would absorb any additional costs we incur, we have doubts since it has taken all this time to acquire the windstorm certification we paid for in 2017. Until we have received payment for any costs to us over and above the initial cost of our windstorm policy, we refuse to accept his word, and we will not retract any statement that Mr. ******************** feels ************ defamed him or his business. We merely stated the facts that he entered into a contract with us in October 2017 to replace our roof and included in the price was the windstorm certification. We did not receive all that we paid for and have repeatedly requested it from Mr. ******************** over the years to no avail. We recently sent him a certified letter to his business address stating this and the letter was returned as undeliverable to his business address. The letter was stamped by the US ************** on 04/05/2022 "RETURN TO SENDER NOT DELIVERABLE AS ADDRESSED and UNABLE TO FORWARD". It was sent to his business address at 3333 **************************************************************************************. Apparently he has not changed forwarding options for his business which means any mail, legal documents and complaints sent him get returned and thus he cannot be served notice by mail. This gives me the impression he does not want anyone to be able to send him legal documents as required before filing in small claims court or taking other civil suit actions and/or that he is hiding something.

  We will only withdraw the complaint when he has delivered all he has promised, the windstorm certification and any costs over and above our initial costs of obtaining insurances as required by our mortgage company. This includes any costs incurred when the mortgage company is forced to purchase the insurance on our behalf and adds it to our mortgage.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 04/26/2022

  Dear BBB,

  As of April 22, 2022, Phillips Roofing and Construction has confirmed that the windstorm certificate has been issued to the consumer. A copy of this certificate has been attached. The consumer can also verify this information online at the following link: https://appscenter.tdi.*****.gov/windstorm/p/searchForAppl#

  It is our understanding that the consumer is concerned they may incur additional charges due to the clerical error of the third-party engineer hired by Phillips Roofing and Construction. We would like to offer the consumer up to $300 for additional charges they may incur due to this clerical mistake by the third-party engineer. If the consumer accepts this offer, we would like to ask that the consumer consider unpublishing the complaint details.

  The reason were asking for this is that the circumstances involved a clerical issue outside of our control. The engineer was originally hired to complete the certificate process failed to file the appropriate paperwork. We have since discontinued any future endeavors with this engineer. We are also implementing internal processes to validate these steps are completed to avoid experiences like this for future customers.

  While we understand how frustrating this circumstance has been for ******************, we appreciate the opportunity to resolve this. We hope he will find this solution reasonable. If you have any additional questions, please do not hesitate to contact me directly at **************.

  Regards,

  Mr. ****** Phillips

  Customer Answer

  Date: 04/27/2022

  Complaint: 16972845
  
  I am rejecting this response because:

  
  

  As Mr. ******************** has stated, we have finally received the ****8 Windstorm certification. However we disagree with his claim of only partial responsibility and willingness to only pay $300 towards whatever additional costs we may incur from our mortgage lender for the periods for which the insurance coverage was rejected by TWIA or any periods our lender determines we did not have the proper insurance coverage and that according to our contract with the mortgage company can be imposed for periods of insufficient or non-coverage. It may have been due to a third party engineer, however it was Mr. ******************** duty and obligation to ensure that all terms of his contract with us were fulfilled in a timely manner. He is also responsible for the actions of this third party engineer, as we had no involvement in the hiring of this individual and the agreement for the windstorm inspection and certification was a contract between Mr. ******************** and the engineer. We hired Mr. ******************** firm for the total contract which included the windstorm certification.

  
  

  We will not know what the additional costs for any mortgage company imposed insurance coverage will be until they have finalized any discrepancies and shortages in said coverage during the period TWIA rejected our application for insurance and the date it was re-instated or any prior periods our lender determines we did not have the proper insurance coverage. Once we receive that billing/notification from our mortgage lender we will forward a copy to Mr. ******************** for payment in full. If he feels the engineer should be responsible for any portion of it, he is free to pursue a reimbursement of any portion of the additional costs from the engineer. As stated, we did not employ the engineer and therefore will not pursue, nor hold him responsible for any additional costs we incur due to the "clerical error" Mr. ******************** states was the problem of not obtaining the windstorm certification for 5 years. The fulfillment of the contract was between myself and Mr. ******************** and his firm, therefore he had a duty under state law to ensure all terms of the contract were completed satisfactorily and in a timely manner.

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

  Customer Answer

  Date: 05/11/2022

  Complaint: 16972845
  
  I am rejecting this response because:

  Mr. Phillips,

   

  Attached you will find the notice I received from our mortgage holder with the estimated cost for windstorm coverage they plan to tack onto our mortgage due to our inability to purchase the required coverage without the windstorm certification that was included with our roofing contract with your firm following Hurricane ****** in 2017. We were lucky that we were able to purchase coverage thru another insurance carrier besides TWIA for 2018, 2019, 2020 and *********************************************** those years the damages under the windstorm portion of the policies probably would not have been accepted due to no windstorm certification. This is not a final billing for the cost of the coverage they intend to purchase on our behalf and only an estimate. We finally were able to purchase a policy effective 04/20/2022 with TWIA after obtaining the windstorm certification, however it does not eliminate the liability for failing to have the coverage as required by our mortgage lender for the period stated in the notice of 03/25/2022 thru 04/20/2022.

  You have stated that we should hold the engineer responsible, however the fact is we did not hire the engineer to do the certification, that was your firm's contract with him. Therefore, we can only hold Phillips Roofing and Restoration and you personally responsible for any additional cost we will incur due to the failure to fulfill the terms of our contract for the roof replacement and windstorm certification.

  Once we have received a final billing from our mortgage lender on the actual cost they intend to charge us for this shortfall in windstorm coverage on our home, I will forward the billing to you for payment and will expect payment in full for the billing within 10 days after you receive the final billing.

  I am copying *************************, Legal and Operational Standards Analyst for the ************************* of Better Business Bureaus, **** so she may share it with the local BBB offices and add to my complaint against your firm with them. The complaint has yet to be posted to their site and I am willing to rescind my complaint once the final billing for the additional insurance coverage has been paid in full to our mortgage lender. If not, I expect the BBB to post my complaint within 15 days after I have sent you the final billing and it remains unpaid or any portion of the billing remains unpaid.

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