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:11/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 hired Total Restoration Services (TRS) to replace my roof. I gave them a deposit of $7000.00 on 07/09/24. Work started 08/16/24 and during that time TRS damaged the leaf gutter guards when tossing them off the roof and also cutting out pieces of metal. On 08/17/24 the workers came back to re-install the leaf guard panels and they were not interlocking them and they also cut pieces out of the metal panels. I called *** and spoke with *** the ** and he sent **** on 08/19/24 to assess the problems. I showed **** all the cut-out pieces of metal also how the panels are not aligned because they didn't interlock them, so they look like a rollercoaster. On 08/22/24 **** from *** came over to see how many panels he needed to order and said it would be 6-8 panels for replacement. **** returned on 10/4/24 to replace the damaged panels and that is not what happened. He cut out pieces of the new panels and patched over the cut-out pieces that the previous workers did. The patching is unacceptable why wouldn't he replace the damaged panels with the new ones he had ordered and did nothing about the guards being out of alignment and sticking up all over. On 10/07/24 I called the owner ***** of TRS and invited him over to see the shotty work that was done and what was the next plan to resolve this. ***** started yelling at me and demanded payment of $7637.97 and I said the damages need to be fixed and he continued yelling at me, so I hung up. I have never dealt with someone so unprofessional and lacking customer service skills. After that I called and met with several gutter companies to quote me on fixing the damages and it will be $1000.00. The gutter company said they need to remove leaf gutter guards and re-install on entire house and garage. Install new gutter guards where pieces are missing or short. On 10/30/24 I sent TRS a check for $6637.97 I had deducted $1000.00 for repairs. TRS sent me a letter that they cannot accept my payment, and a lien will be done.

• Initial Complaint

  Date:06/04/2024

  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.

  After a hail storm TRS came out to inform me of hail damage they noticed on my roof. I agreed to them repairing my roof, gutters etc.. They promised me no contractors would be used, that they would all be TRS employees. A few weeks later they arrived to start the repairs. They showed up in a beat up van loaded with about 6 people. The van or trailer they used leaked oil all over my brand new driveway. They continued the work on the roof and (to them) completed it a few days later. There was multiple issues with the craftsmanship of these so called employees. I expressed my concern to the their management and was facing a sarcastic and out right rude person on the phone who said they would take a look at it. They fixed many of the bad spots, but refused to fix anything further saying there was multiple layers on the roof and would require further payment. I reached out to the insurance company who stated they would issue additional funds, but do not pay until the work is completed. Weeks went by and I heard nothing. Frustrated, I called and asked when they were coming back. I again received a nasty response as well as being hung up on. It was brought to my attention that I had a small claims case pending against me. The small claims case was TRS. I once again contacted TRS asking when the work was going to be completed.. not mentioning the case. They acted like nothing with the court case was pending. I finally mentioned it and they stated when they get paid, they will drop it. I paid the remainder amount. The case was never dropped until I went to court. A few more weeks went by and they showed up UNANNOUNCED to fix the remainder of the roof. I still have a stained driveway, an old record in court, and a million nails that werent properly picked up and grass that was damaged.

  Business Response

  Date: 06/05/2024

  I would beg to differ on the situation and the way this all played out. We did however prospect and did a no charge hailstorm inspection for **** and helped call in the claim to his ****************** met with the adjuster and placed **** under contract with TRS. (Documents attached Main) Once we received proceeds from the ***************** we placed him into the install rotation. The crew that did his Install yes did work for TRS exclusively, "Sub" contractors DO NOT. After the roof being installed Dec 14 & 15th of 2023, not a week. We did receive a call back from **** telling us of the oil on the driveway, which we promptly sent a crew member to go cleanup which was done. He did object to the flashing not meeting the roof, (he attached pics). We consulted him letting him know that is because there were 3 layers of shingles on his roof and the ***************** paid us to remove 1. Which left a distance between the roof and his existing flashing (not covered by insurance). We let him know there were two avenues we can go, 1. out of pocket expense from homeowner 2. We can contact the ***************** and open a supplement to get this covered by them. This is not an overnight process. Once we got the additional monies approved to do this metal work and additional metal around the garage doors approved, our Supplement Mgr. got notice of the additional monies were being released, he contacted **** to get the new contract in place. **** elected to "do the repairs himself", our Team advised him if he doesn't actually do the work, he will be required to return the money to the ***************** because this is considered Insurance fraud. He got upset with our team member and swore at him and ultimately hung up. Never contracting any of the work. He still after 4 months of the initial work being completed refused to pay his bill. I am the General Manager and personally got involved with **** after he swore at our employee and hung up on when, I called him just afterwards asking how I can help out, he apologizes for his actions, I told him I would look into it and get back to him. He was on vacation in AZ so when we got a call back from him and he decided to get the work complete, I conveyed we still needed to get paid for the original work. He still didn't pay saying he would once the job was completed. I advised him this is 2 separate jobs and if it wasn't paid, we will have to go the route of small claims. I did ultimately file a SM case in *************, once he was notified of this, he reluctantly paid his bill. I notified the Racine County Clerk of Courts and asked how we resolve this because the matter has now been cleared up. They advised me on 2 separate calls (just to verify) that us NOT showing up is just as good as driving down to sign off removing the case. After that was all placed to bed and we were whole we proceeded and completed the 2nd roofing job he contracted with us (attached Main.2). Everything has been paid and TRS has sent a lien perfection to **** and the Insurance Company. 

  Customer Answer

  Date: 06/05/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Total Restoration Services(TRS) crew came out on 9-13/14-23 to replace roof as per Proposal #**** ($24227.81-only proposal ever provided) & Proposal#**** (approved upgrade of shingles) signed on 8-8-23. On 8-11-23 we paid $1000, on 9-6-23 we paid $12992.12, and finally on 10-6-23 we paid $13292.51 (total $27284.63). We withheld $699.60(5%) for unsatisfactory work done. Per contract - charged $930.75 for ********************* of gutters which was NOT DONE & lead to severe damage of gutters. **** promised they'd install overlapping ************** DID NOT, & without approval, installed metal valley flashing. I asked & she assured us that our mature landscaping would be protected, it was not which lead to severe damage to 8 hydrangeas, 11 hostas, 8 painted ferns, 3 azaleas, and various pachysandra& other established plants along all 4 sides of my home(photos attached, but I have more). Damage was done to the home's cedar siding also. I emailed **** on 9-14-23(day work complete) & she said she would get back to me. I followed up many times without response. They said a manager would call and no one ever called or left a message. According to the only contracts we ever received, we overpaid them by $1173.57: $27984.23-$942.42(increased from $24227.81 w/o notification)-$930.75(amt to remove and replace gutters-never done) = $26111.06(amt agreed to)-$27284.63(amt we paid)= -$1173.57. On 12-27-23 they sent a NOTICE OF INTENT OF LIEN to collect the $699.60 (5% held back) even though they overcharged us. We are a retired couple on a fixed income & feel abused TRS. Please help us recover the $1173.57 we overpaid, and have TRS remove any liens on our beloved home that we built with our own hands 23 years ago, as well as compensate us to replace damaged landscaping ($500 - I am a member of the gardeners club). The total requested is $1673.57. Please contact me with questions. Only reason we used them was you gave them A+. See attachments below. Thanks, ***********************