Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -We told our salesperson (***) that this was an insurance job. He said as long as we kept in contact with Overhead, that being late would be fine (since insurance takes time).**** was due 12/15. We got a call from ****(manager) on 12/20 threatening to send us to collections that day if we didn't pay! We got a loan and paid.-When redoing the roof, they ran into ******* (not included in the quote). They did not reach out to us to get ahold of insurance. I was the one who called ****(project manager) and asked him what was going on when i looked on my camera and saw a bunch of boards being taken off. This was not included in the quote, Overhead did not take enough pictures (you'd think they would knowing it's an insurance job) and now the extra $2,800 came out of our pocket because insurance will not cover it due to lack of proof.-Overhead sent a message to insurance saying the *** was damaged due to being WET, not from dry rot. When I talked to ****(manager) today (1/3) he stated that planks were too gapped and insurance would not pay for it anyways. Which has nothing to do with ripping it off in the first place without reaching out first to make sure we could get it covered first.-***** and *** both said they work with insurance all the time. Today (1/3) **** said this is why they don't work with insurance and that's why we signed a contract.-There was A LOT of lying, miscommunication or no communication, the threatening to take us to collections, and we are now out $2,800 because of them which we do NOT have. Not to mention all the back and forth begging them to talk to insurance.

  

  Business response

  01/12/2025

  Hello **** thank you for sharing your experience with us. We wanted to touch on a few points of your complaint. The salesman was unable to see the wood from the attic to determine it was wet prior to the roofing installation and during estimating process we do not remove shingles to determine if there is wet OSB under the roof system. In the contract however, we do share that we will inspect all decking and remove/replace any deteriorated wood decking at a rate of $4 per linear feet of roof boards and $60 per sheet of OSB. Included in this proposal is the replacement of (3) three sheets of OSB at no charge. I've attached a picture here of where this is indicated in your contract where you signed and the date you signed the contract. You can find this on page 2 of the contract copy you have. We are very sorry there was wet OSB and it couldn't be preplanned in the price but making sure your new roofing system has a solid, dry, nailable surface is the proper way to install your new roofing system to ensure all your manufacturer warranties will stay in tact. 
  
  We are sorry you feel there wasn't proper communication during this process.The contract is very important and why we document here what happens when we run into wet boards that need to be replaced. 
  
  Each insurance company is different and you are our client, not your insurance company. We can assist the best we can, however don't have any control over what they approve or deny. We have all the necessary documentation and photos of the roof deck during this time. The project was completed October 31st for the roofing work, we did contact you in January to indicate we needed to collect any outstanding payments and after our courtesy window allowing you to get it worked out with insurance, we have to collect. ****** call was one last attempt and he was just communicating to you that after this call, it moves onto our lawyer. That isn't meant as a threat, just communication of what happens next. Unfortunately we cannot not collect payments due to us for services provided. 
  
  We do apologize you feel your experience wasn't satisfactory and respect your feedback. 

  Customer response

  01/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  So because you have a contract, that makes it ok to not communicate and LIE?! 

  You did not have necessary documentation.. you sent insurance insufficient pictures of any damage making them have to deny coverage of the ***. If you would have done your job, there would be no reason for them to deny us since according to you the boards were damaged from being wet!

  Also, there were no phone calls in January to pay anything.. it was all paid before Christmas..when **** called to "communicate" that he would be sending us to collections if it wasn't paid that day! 
  
  Regards,
  
  ******** *****

*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. ↩