Complaints

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• Initial Complaint

  Date:06/28/2024

  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.

   
  Complaint: 21918721
  
  I am rejecting this response because:

  The response from Storm Exteriors is not factual. They stated that they called us multiple times without response. This is not correct. I explained to them that the insurance company had stated they were investigating due to the amount of change orders being sent to them without work even being started. I explained that the insurance company said how can you say the job is costing more money if you havent even started the job. 
  

  I had asked Storm exteriors why they originally underbid this job as they were the initial contractor I received the bid from and originally sent to the insurance company that was approved in May of 2023. If there excuses is they were waiting on the insurance company, why didnt they bid the project correctly to begin with so that they didnt have to ask for 100% more than the original bid cost. 
  

  I have had the original bid amount in my account since June 2023, I have had the window money since March 2024, I have had the remaining amount since May 2024. So them saying they were waiting for money is not correct.

  Storm exteriors could have started work on my home in 2023 they could have started something, but they chose to put my house on the back burner when the tornado hit in *************** last year. They chose to put my home on the back burner for over a year. They could have had the garage installed in 2023 or windows done but they failed to do that. 
  

  Storm exteriors explained to us when we signed our contract in 2023 that we would be given an invoice once product was purchased for our home and that would have to be paid at that time . We never received any invoices from them in 2023 or 2024 for any product they purchased. 
  

  Storm Exteriors did not care about our home until we said we no longer wanted to use them. Then they wanted to bully us into continuing to use them. 
  

  We are just wanting Storm Exteriors to leave us alone and allow us to go separate ways. 

  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/23/2024

  Hello,
  
  Regarding your complaint, we absolutely empathize but this was not a contractor problem but an insurance approval problem.  Throughout the year we had been negotiating the damage from the storms from May 10, 2023.  During the period after you had filed the claim, insurance hadnt fully approved the roof, the windows, or the paint.  The insurance company had entered your claim on more than one occasion into the ******* or the investigative unit to get statements from you, subcontractors, estimators, and our business.  Also during this time, the insurance also conducted multiple inspections to verify damage to the home. 
  
  During this time, we had tried to explain to you that while your case was under investigation, we could not do work and your claim was under investigation.  We had even reached out to your insurance agent, **** Soup ******** on at least 7 occasions to ask how we could resolve any questions regarding S.I.U. questions regarding your claim so we could begin the ordering process of materials.  
  
  As recently as 5.10 we had contacted your agents office and we spoke with *******, and he was offering to help.  After we spoke with *******, insurance had updated their approvals and we initiated the ordering of materials, including:
  Roof
  Windows
  Garage
  
  In our systematic approach we eliminate any possibility of damage to the lower part of the home by installing the roof tiles.
  At this stage we order permit, but the municipality referred the permit to a pending status because the old tiles we obsolete.
  When this happens, tiles have to meet pound-for-pound qualifications otherwise an engineer must sign off on the installation of the tile roof.
  At this point, we had already delivered the materials (in the driveway) but when the municipality said it could be weeks, we made an operational decision in interest of safety to pull back the materials until we received full approval for the permit.
  
  After we had picked up the roofing materials, I had called the husband and the agent regarding the engineering review from the municipality.
  The agent Soup nor the husband had returned my calls.
  I also updated ***, the insured, that once the building department approved, we would begin immediately.
  o *** did not respond.
  
  Shortly after reaching out the insurance company on 6.7.24, they had expressed that an additional approval has been released for $7,700.  We confirmed a workorder sent to our garage door installer to contact the insured on 6.3.24 to review the installation of the garage door.  
  No response ever received from *** or ********************* regarding additional coordination of garage doors.
  
  We had also placed the order for the windows which arrived had an ETA on 6.13 which have also arrived.
  
  On 6.28, *** emailed saying she has money in her account, but we have not started any work, so she was terminating our agreement.  Again, we empathize, but we have been working on estimates, emails, communications, and finalizing the claim for over 11 months.  We have over 171 documented conversations over the past year to resolve your claim.  *** had also complained shes been receiving multiple violations from the **** but in our defense we had conducted 3 inspections, took over 185 photos and tried to negotiate pain as part of the claim.
  
  Weve worked very hard on this claim and communicated substantially with everyone associated with this claim.
  
  Lastly, after the termination letter I had reached out to *** and **** to see if we could resolve the issues (phone and email).  I had also ccd our attorney who is drafting a demand letter that resulting in many approvals as recent as 6.7.24.  
  
  In our opinion, the insured is not correct in the assessment.  We informed *** and ********************* of the investigations, the denials, and the final approvals.  We had asked if they wanted meet to discuss the finalizing of their claim, but was met with threats of complaints through the BBB and also the State Attorney Generals office.  We have substantial documentation showing that our efforts were to completely indemnify their home.
  
  Were still available to discuss.  If not our demand letter for the breach of contract remains in effect and we will be seeking damages.
  
  Warmest regards,
   
  ***********************
  President, Finance