ComplaintsforBesTex Solutions

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were devastated by Hurricane *** two years ago.. It was so overwhelming and we were desperate to return to normal. BesTex Solutions showed up at my house during a rain storm after the hurricane passed to offer their assistance. They had fancy brochures and a fancy sales rep. So we said go ahead. They put a tarp on my roof and charged my insurance company $7,500 for the tarp. We also hired them for the mitigation process. All that was left standing were studs and rafters. They installed the roof with claims of a great warranty. Six months ago I noticed some of the shingles had fallen off. I contacted them and they dragged their feet but sent their inspector to see the problem. That was three months ago. Now it is raining in my attic. I went into the attic before Christmas to get the decorations and the floor had a puddle of water and the containers were holding water on top of the rubber maid containers. Now there is some type of fungus/mold growing on the ceiling.

  Business response

  01/19/2024

  BesTex completed the roof replacement October of 2021. On our contracts it states that each project has a 2-year workmanship warranty. We made our final repair in October of 2023 when an issue was brought to our attention. As of October 2023, the workmanship warranty has expired and any repairs needed will be at cost.

• Initial Complaint

  02/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/29/2021 my house was destroyed by hurricane ***. Bestex Solutions appeared at my door step like some kind of savior. It was raining the day he arrived and without asking they started putting a tarp on my roof to keep the water from coming in my house any further than what it had already done. I allowed this to go on because after all, I needed the tarp. I didn't ask about how much it was going to cost because I figured how much can a tarp cost. I got the bill and they charged me $7,400 to put a tarp on my roof. I thought this was criminal, however, the insurance paid it. We discussed replacing the roof. I agreed it need to be replaced. Everything was fine. Then he started telling me about mitigation. I didn't know what that was. He explained to me that someone was going to come and take out all the things that were wet. I never signed a contract agreeing to this but I figured it was coming. This company took everything out of my house. They threw away all my light fixtures, all my bathtubs, toilets, doors, window screens, they threw away everything. I had to pay out of my pocket to replace all these things because the insurance company said they were not going to pay for this. After I was down to rafters and studs I got a bill from Bestex for $44,000.00. The insurance didn't pay for any of this. I explained this to the company what damage they had done to my house and I didn't feel as though I should be responsible for this. i spoke to someone named ******* and she said she had talked to her supervisor and they had agreed that instead of the $44,000.00 I could pay $20,000.00 instead and once that was paid the account would be satisfied. Now I am getting bills for $30,000.00. They don't say anything about the agreement we had regarding the $20,000.00. I have contacted a lender and we are prepaired to pay the $20,000.00, not the $30,000.00 they are coming up with now. I just want them to honor what they had agreed on.

  Business response

  02/15/2023

  We have had some communication issues with **** and I have made the point to step in to resolve this issue. Being that the two people she was working with are no longer with our company, (******* and *******) I believe this caused a bulk of the confusion. I reached out to **** this morning and confirmed with her that both her and my numbers are the same. I am very thankful that she has been willing to work with us to close both of her accounts. Our company respects and honors our agreements with our homeowners.   

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired to do a roof, gutter, and soffit repair from tornado damage. Didnt complete the job, but demanding money from insurance. We put a stop payment in with insurance as job is not complete. Supposed to give partial credit, as they installed wrong shingles on shed, supposed to be 50yr same as house. Thats what was quoted, and charged to both us and insurance.

  Business response

  10/17/2022

  The representative that was originally helping the ************* is no longer working on this project. Our office manager has been in communication with *************************** and has provided updates and notified the appropriate parties to complete the pending items. At this point in time, *************************** has been insured that the small section of soffit will be replaced and that a discount will be provided for the shingle mistake. Although we can not change the experience that has taken place with one of our representatives, our office manager is doing all that she can to complete the project and keep the ************* up to date during every step. BesTex takes full responsibility for any and all experiences our homeowners have with our representatives. 

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired BesTex Solutions to replace my roof on 10/18/2020. My gutter screens were bent from being pried off the roof. ***** assured me they'd be put back in place & not be noticeable when the job was done. Shingles at the edge of the roof don't lay flat due to the damaged gutter screens. After many texts, **** said they'd replace the screens, but with a lower quality & smaller size that they stock, saying mine weren't manufactured. I sent her a link to my gutter screens on 4/8/21, & received no response. She scheduled a mtg. with a mgr. for 4/16/21 to resolve everything. He didn't show up or call, nor was I contacted by the office after that. I left her a VM on 8/26, talked to her on 8/31 offering a resolution to close the job, texted on 9/8, emailed *********** on 9/29 & 10/14, & left her a VM on 10/12 - neither responded. There have been many more texts & emails about other issues. I withheld part of my 10/26/20 pymt. as agreed by ***** that day, until all issues are resolved,

  Business response

  11/12/2021

  BesTex Solutions has visited the homeowners property multiple times to try to resolve the issues at hand. In our attempt it has prolonged the process of closing out her account. Our office manager **** is going to contact her with a response from the sales representative on her account. **** will work with the homeowner to close out her account and ensure she is happy with the end result. We hope we are able to end this job on a positive note and send our deepest apologizes for her experience at the completion stage.  

  Customer response

  11/22/2021

  Complaint: 16040441
  
  I am rejecting this response because:  I've had to initiate all contact with ***  Emails & texts were usually ignored & I re-sent after 10-14days. There's **** enough space here to give a detailed timeline.  On 10-26-20, ***** told me on the phone that if the shingles weren't flat in 90 days, he would replace or repair them.  He didn't reply to ***** & ***** emails; **** later said he'd call me 12-21-20; I never from him.  ***** said the torn window screen would be repaired in 2-3wk.  He didn't contact me from 12-4-20 to March 2021; screen was finally delivered 9-17-21 & he didn't know how to install it.  Two guys came by unannounced & woke me on **** by stomping on my garage roof, trying to flatten the gutters.  Gutter screens *** wanted to use were lower quality and smaller than my original ones.  I gave **** a link so she could get them, but nothing was done.  There was no supervision during install to prevent problems from occurring.  My gutter screens were nailed on below shingles - not the proper way to install gutter screens.  Company needs to removed the screens and check the shingles/nails that will be affected by removal.  There were other problems that were not mentioned &  still exist.  I have nails protruding into my attic space - some are 3-4" long.  This is  my 3rd roof and the first time nails have even gone thru the decking. There was no attempt from *** to take care of problems immediately after the roof was installed.    Note that my complaint was 10-19-21 & *** didn't reply until 11-15-21.   **** has still not contacted me as stated in companys reply.  ***** or other management have not shown any interest or concern in resolving the damage done to my gutter screens during the install.  The fact that I wasn't contacted after the no show/no call for the 4-16-21 meeting is a clear example of the *** ignoring to resolve the damage they did to my gutter screens, plus other issues.  I waited until 8-26-21 to contact the *** and my attempts after that were still ignored.

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

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