ComplaintsforEnvision Roofing

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Envision was contracted by my insurance company to complete repairs caused by a hailstorm. One of the areas that was to be repaired was the pergola which sustained damage during the storm. Envision sent one of their sub-contractors (the gentleman that I spoke with was named *******) to my home to power wash the pergola and in doing so, further damaged the pergola. Several slats (nearly 1/3 of the pergola) from the top of the pergola were removed and placed in my driveway. They then suggested to me that the pergola go from a repair project to a replacement project. After failing to find a reliable sub-contractor (the first one that they sent to my home was convicted of insurance fraud and the second simply never showed up to complete the job), Envision contacted me saying that the job was out of their scope and that I would need to find a new contractor. I advised them about the debris and asked that they remove it as soon as possible. Months passed and the debris was still in my driveway. Envision then claimed that their sub-contractor never worked on my pergola and refused to pick up the debris. I have provided proof that it was indeed their sub-contractor, but they are still claiming that it was not them. (Note: Envision was the ONLY contractor that was used for any of these repairs). I ultimately removed the debris at my own expense but am still trying to get the damages that were caused by their contractor repaired. They have lied to my insurance company telling them that they did not do any work on the pergola leaving me in a position where I will have to foot the bill myself.

  

  Business response

  02/06/2023

  Contact Name and Title: *********************** / President
  Contact Phone: **********
  Contact Email: *****************************************************
  Hi Sir, this is the owner of Envision. First of all, I wanted to apologize for the frustration that this situation has caused you. This is completely out of character for us and I want to make sure this is corrected.
  
  I have investigated everything regarding your claim and wanted to share the following information that I found:
  
  1) The pergola was never listed on our original contract with you.
  
  2) The original insurance scope paid you $241.32 to power wash your pergola.
  
  3) You asked us to power wash your pergola which we did do without a change order, which should have happened from our part.
  
  4) As our fence & stain company was power washing the pergola they stopped because the pergola was in very poor condition and fragile. After showing you this, you asked what it would cost to repair it so that you did not have to stain or rebuild this all again in a couple of years.
  
  5) Envision went back to your insurance company with the estimates for the repair and they approved the additional amount of $1703.49.
  
  6) I spoke with both the owner of the power wash company and his employee *******, who you mentioned in your complaint, and they both told me that they never removed anything from your pergola. (Both parties are willing to speak to the BBB to confirm this.
  
  7) Upon receiving the notification of the amount insurance had given you ($1,703.49), you asked for an estimate to totally rebuild the pergola, to avoid having to repair and stain the pergola in the next year or so.
  
  8) We attempted to find a suitable company to do pergola, but could not find one we trusted. We sent you and email stating this and asked you to find you own pergola company, which you acknowledged by email on 10/12/2022. (Which we would happy to provide you and the BBB)
  
  9) We told both the third party, where you found us, and your insurance company that we did not do work on your pergola. I can also share with you and the BBB, that we did not collect any money on your pergola, so you received these funds, if you did not receive the funds please reach out to your insurance company to make sure you do get the payment in full.
  
  10) You are now asking for us to repair your pergola at no cost. However, I found no evidence that we removed anything from your pergola. If you would like to use the approved funds from your insurance company in reference to this repair, we can. Once repairs are completed we can notify the third party and your insurance company that the repairs are complete with photos and paid in full invoice. If you are asking us to repair the pergola with no payment, we will not do that because we would have to still notify the third party and your insurance company of the completed repairs and no payment. This may lead the third party and your insurance company to start asking questions about what you did with the money and possibly a return of the money. again, we will not participate in this activity. Please let me know how you would like to proceed. All evidence of the above has been sent to the BBB.
  See Attachment/File: Screenshot 2023-02-06 at 5.32.55 PM

  Customer response

  02/07/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  ******************,
  
  In response to your answers.
  
  1) The pergola was requested to be requested to be on the original claim, but was erroneously overlooked by your team when all other items were being submitted.
  3) Correct - You power washed the pergola which is different from other claims that your company has made saying that no work of any form was done on the pergola.
  4) ********* wash company was stopped at my request. Had I not stopped them they would have continued to dismantle it. I was then advised by this same power wash company that this should be a replacement project as opposed to a repair project. I did not come to this conclusion on my own accord.
  6) Please find the attached photograph which shows the debris pile of wood that was removed from my pergola by your power wash company.
  8) You are correct that I agreed to find a company on my own to replace the pergola after your company contracted two contractors to do the job and they failed to follow through.
  9) Why would you tell any party that you did not work on the pergola when you admit to doing so on line 4 of your response?
  10) I am not asking that you repair the entire pergola at no cost; I am only asking that you pay for the pieces that were removed by your power wash company. I have already had the debris pile removed by a third party since Envision was refusing to do so and I was subject to being fined by my HOA (I am happy to provide that letter to the BBB). I do NOT want your company to do any work on my property given the misinformation that you have already provided to my insurance company.
  
  I invite ****************** to come to my home and see the damages that his power wash company caused first hand if he still believes that they did not remove any pieces. As noted earlier, I am attaching a photo of the debris pile that was placed in my driveway as further proof that this action actually did occur.
  See Attachment/File: Debris

  

  Business response

  02/13/2023

  Hi ***,
  
  I will absolutely come take a look at your pergola. I will bring the owner of the power washing company with me as well. I will email you to set up a time.
  
  Thank you.

  

  Business response

  02/22/2023

  Good Morning, I met with the homeowner and we agreed to a fix. The homeowner told me that he would be contacting the BBB to remove his comments and complaint. Please let me know if you have any questions. Thank you!

  Customer response

  04/03/2023

  From: ***************************** <*********************>
  Date: March 23, 2023 at 1:45:03 PM CDT
  To: ******************************* <*************************************************************>
  Cc: *********************** <*****************************************************************************************************************;
  Subject: Re: Envision Construction

  Hi *******,

  I have followed up with them again today. When I previously looked on the site, there was no way for me to access either record. I sent an email via their contact us link asking about the process but never heard back from them.

  Below is what I wrote to them today via the same link:

   Good afternoon,

  Previously, I had filed a complaint and written a review about Envision Roofing of *******, **. I am reaching out to you today to request that both the complaint and the review be withdrawn from this company's records. Should you have any questions, please feel free to contact me at ************.

  Many thanks, 

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

  This was the response that I received:
  

  

  Hopefully this will resolve the matter.

  Best,

  *****

   

*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. ↩