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:06/03/2024

  Type:Product 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.

  Received a check from my homeowner insurance. I wrote a check from that check out of my account for a deposit for my roof. The company Casillas LLC cashed the check for $2044.00. The owner **** became very difficult and disrespectful in conversations with me. He would not give me an install date. He stated he didn’t know if he wanted to continue with the roof project. I requested a full refund and advised that it’s best if we don’t move forward he got even angrier I became afraid to work with him. He stated he was going to charge me $1000.00 and refused my full deposit.

  

  Business Response

  Date: 06/17/2024

  To BBB,
  
  
  This response is in reference to complaint # 21795521. I received an email stating I did not respond to this issue but I did respond last week along with email attachments.
  
  
  ********** ***** ******* breached her contract with Casillas Contracting. She signed a contract with us and had another company install her roof. It was because of our time, assistance, and services rendered she was even approved by the insurance. 
  
  
  We set a date in June for the roof install, which ********** agreed upon. We have always been pleasant and professional in all of our dealings. We have gone above and beyond for ********** and made several attempts to accommodate her. She became infuriated that she couldn’t keep money from the insurance estimate known as PWI “payed when incurred” that belongs to the contractor. From that moment, her mind and demeanor changed. Casillas Contracting did not refuse to install the roof. ********** did not want to pay money owed to our company. 
  
  
  To avoid any further issues, we honored a refund out of courtesy. ********** received a refund of $1044.88 prior to this complaint. We were being generous because we don’t owe her anything. In all actuality, she owes Casillas Contracting funds. 
  
  
  Since she’s still not happy with the refund we have already provided her, we’d like to further pursue this matter. We would like to recover the full amount owed to our company. Casillas Contracting will seek compensatory damages for breach of contract and all other costs. 
  
  
  We take great pride in our work and we will continue making a difference by helping people. 
  
  
  You can forward this to Mrs.******* as our response.
  
  
  I have added attachments as well to this email. 
  
  
  Please feel free to contact me if you have any questions. 
  
  
  
  Thank you,
  
  
  **** ********  ******** *********** ************ ********************************

  
  

  Customer Answer

  Date: 06/20/2024

  Better Business Bureau:

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

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 21795521

   

   

   

  

  Business Response

  Date: 07/10/2024

  ********** ***** ******* breached her contract with Casillas Contracting. She signed a contract with us and had another company install her roof. It was because of our time, assistance, and services rendered she was even approved by the insurance.  
  
  We set a date in June for the roof install, which ********** agreed upon. I submitted an attachment to show this. We have always been pleasant and professional in all of our dealings. Not only did we provide a free estimate but we did the work to get her approved. We went above and beyond for ********** and made several attempts to accommodate her. She became infuriated that she couldn’t keep money from the insurance estimate known as PWI “payed when incurred” that belongs to the contractor. From that moment, her mind and demeanor changed. Casillas Contracting did not refuse to install the roof. We did provide several cost free services and saved her money but she wanted everything for free. ********** did not want to pay the balance owed to our company. 
  
  To avoid any further issues, we honored a refund out of courtesy. ********** received a refund of $1044.88 prior to this complaint. We were being generous because we don’t owe her anything. In all actuality, she owes Casillas Contracting funds. 
  
  I had other projects in that neighborhood which were recently completed. All the customers (which are her neighbors) are extremely happy and satisfied with the outcome and have left positive feedback. 
  
  She has been actively slandering my company and my name by stating false statements. We’d like to further pursue this matter. We would like to recover the full amount owed to our company. Casillas Contracting will seek compensatory damages for breach of contract and all other costs. 
  
  We take great pride in our work and we will continue making a difference by helping people. 

• Initial Complaint

  Date:05/29/2024

  Type:Product 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.

  Casillas contracting made an agreement with me to replace our roof. Our contract agreement says he agreed to replace the roof, all materials are listed on the contract paper. On Jan 6th, 2024, Omar cashed my personal check amount $6410.58 towards roof replacement. He took my money, but he failed to replace my roof till date. It's been 5 months. Because of his delay my dining room floors and walls have damaged further, and I am not able to use that room. He said he has license to work in VA, when I called DPOR, they said he does not have license to work in VA. When we asked for Proof of liability insurance certificate workers and compensation insurance certificates, he could not provide them. I want my full money $6410.58 back so that I can do my roof replacement.

  

  Business Response

  Date: 06/03/2024

  My name is **** ********, owner of Casillas Contracting. This is in reference to complaint ID 21773967 regarding ******* *******. I have tried my very best to assist her and her family. We haven’t been able to move forward with the install because she did not want to pay her $3,948 deductible. I hold myself to a very high standard and make sure I do everything the correct, legal way. I want to see all my homeowners happy and I will go above and beyond for them. 

  
  

  I have made several attempts to resolve this matter but ******* and her husband continue to demand and make threats. She contacted VA Fairfax Consumer Affairs after I already stated a fair refund amount. The agent assigned to this case was Christine Reedy. She forwarded me the complaint which I responded to with a fair resolution. ******* denied the offer multiple times so Christine closed the case. She did let ******* know the offer was more than fair based on her findings from all the evidence we provided. She stated to ******* if she chooses to proceed further that Casillas Contracting has enough proof to prove this matter. 

  
  

  Her next attempt was to contact The Better Business Bureau and file a complaint with you. Her hardships is due to her negligence, not at the expense of Casillas Contracting. If she would have paid the deductible, there would have been no delay in getting her roof replaced. I will never participate in any illegal activity and all home owners must pay their deductible by law. The first check of $6410.58 from the insurance company was to start the claim process, create an estimate, and plead on her behalf with the insurance to get her siding approved. ******* was hoping and awaiting the approval of the siding, that is one of several reasons we waited to install the roof. Not having the deductible to cover costs for materials and labor was the biggest reason for the roof install delay.

  
  

  In the end, the insurance found her negligence is to blame for the interior damages and did not approve the additional cost for the interior work. I set her up with an inspection with the insurance company back in December of 2023. ******* would not let the insurance company come back a second time to inspect for hail damage. She threatened to call the police if they stepped foot on her property.

  
  

  I've spent more than enough time and exhausted all my resources helping ******* and her husband. She will be responsible for all accruing costs until this is resolved. She has been dishonest and I will attach all proof of my attempts of assisting her. She still continues to demand, harass, and make threats. After deducting my time, services, and expenses, the final offer I am willing to refund is $3,472.89.

  
  

  
  

  Thank you , 

  
  

  Customer Answer

  Date: 07/08/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. On Jan 6th we signed the contract with Casillas contracting and I gave my personal check for $6410.58. He immediately cashed it, and till date he has not done any work on my roof. Please find the image of the check from Bank of America attached. He agreed to give a discount of $5163.56, so we wrote that information on the contract. If that was not agreeable to him he should have rejected my contact agreement right away in January and returned my check immediately. Why did he cash my check immediately?In our signed contract, it is clearly written about the roof replacement and money towards it. There is no other information about siding or other work he is charging me.When I called DPOR they said he is not licensed and not insured to work in VA. They asked me to report to the Office of the Fairfax Commonwealth's Attorney. But I am giving him more chances and time to return my money so that I don't have to go to the police to file a criminal complaint against him.Regarding the County complaint, he is just lying and making false statements about ********* ****. She asked me to go take it further as I have all the proof to win and get my money back. He lied that he has a license to work in VA. He many times said he has a license to work in NJ, DC, MD but when I called to check those state DPOR, they told me that he does not have a license anywhere. He is just a liar and scammer.I never called the police to stop him from doing an inspection or installation of my roof. He is just making up stories. He is lying.I want my full money $6410.58 back.Please find the contract and check attached.Thank you Regards, Complaint ID: 21773967      

  

  Business Response

  Date: 07/08/2024

  This is in reference to complaint ID 21773967 regarding ******* *******.
  
  We signed a contract on 1/6/24. A check for $6410.58 was given to me which was money from the insurance company. Instead, ******* deposited that check and wrote me a personal check. My contract was altered by the homeowner even after my employee told her the cost of the deductible and upgrades. We never agreed to any discount of any amount nor did we state she doesn’t need to pay her deductible. ******* was hoping and awaiting the approval of the siding, that is one of several reasons we waited to install the roof. The roof was delayed because she did not want to pay her deductible which is illegal. She asked for help in getting her siding approved. The delays were on her end. She was very persistent in having everything approved by the insurance and didn’t want to pay for anything out of pocket.
  
  
  The insurance found her negligence was to blame for the interior damages and denied her for the additional work in the home. I referred several public adjusters but she stated the percentage of money they charge is too high so she didn’t want to work with them so they can help her get the siding approved. Also, she threatened to call the authorities if the insurance sent a 3rd party inspection company to verify if there was indeed hail damage to the siding.
  
  
  She knew I was not licensed in Virginia but my sub contractors were. It was her decision to sign the contract. She was very adamant in only choosing my company because her brother referred her to Casillas Contracting for doing a great job on his roof. 
  
  
  I take great pride in my work. I do it with integrity and honesty. I go above and beyond for my customers and the many positive reviews is a reflection of that. 
  
  
  I tried to resolve this “civil matter” with ******* multiple times. I have offered a refund of $3,472.89 which she declines. Her attempts with the insurance company and all other entities she contacted were unsuccessful. I gladly want to refund her and resolve this matter but she needs to pay for services rendered. I am willing to send a check for $3,472.89 via certified mail today. Please let me know if this offer is acceptable or the matter will be closed.
  
  
  Thank you,
  
  
  
  Casillas Contracting