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:09/19/2024

  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.

  Please refer to the attached "BBB-Hurricane Heros" explanation for full details.4/20/2024 - In contract with *******************. / License No. ********** / ******************************************* *********, FL ***** / ************ to install a new roof. We have since found out, after pulling the inspection information that the actual permit was acquired by JM Builders Certified General Contractors / *************************************** / ************. Upon filing this claim, we noticed that Hurricane Heros does not even default in your system so this claim will be filed under the company who acquired the permit. They sent an unskilled, non English speaking employee 3 times to repair damages after calling to complain. Repairs that were unacceptable: They still have not repaired ALL of the damaged tiles and the edges still arent flushed. Attached photos the unflushed tiles are exposing white underneath. There is no way to assess the damage to the tiles on the roof so that is speculation pursuant to the assessment from ********. We also told the owner that the tiles were filthy as you can see. The owner said that he would have to power wash a brand-new roof. The roof is still filthy! They threw a piece of sod down on the lawn on the side of the house to cover up a huge patch that they caused with the solar panel and another in the front where they caused damage to the grass by placing a piece of wood there for days. They replaced our address numbers with way smaller numbers. We recently found out that the roof passed inspection on July 5th however, the inspection was conducted virtually. Apparently, **** went up on their roof with an iPad and showed PBC what he wanted to show them and excluded ALL of the damages, conveniently. Somehow, we passed. That roof should have NEVER passed inspection, and we are in the process of reaching out to *** to request another inspection IN PERSON! The owner and secretary are no longer communicating with us. PLEASE READ THE ATTACHED......

  

  Business Response

  Date: 10/09/2024

  The allegations made by ********* ***** are unfounded and misguided.
  
  This roof was constructed in compliance with the 8th edition Florida Building Code, as well as plans approved by ***************** (PBC). Inspections were conducted throughout the process, including final inspections, which confirmed the installation methods and completion of the work.
  
  It is important to note that ***************** requires all roofing inspections to be conducted virtually. While JM Builders FLA **** prefers on-site inspections, the current regulations mandate virtual inspections. In this case, these recorded inspections serve our interests, as they are filed with the county and provide video documentation of the roof's compliance with code.
  We are willing to send our engineer to verify that the roof meets all code requirements and to prepare an inspection report. However, we do not wish to incur additional expenses for the convenience of the client.
  
  Furthermore, there are absolutely no structural damages; the so-called "damages" are purely aesthetic issues, which we have addressed multiple times. Unfortunately, our efforts have been met with disrespect and discrimination.
  Filing a claim using photographs taken before our repairs were completed is misleading and undermines the integrity of this claim.
  
  Furthermore, we would like to clarify that we were not contracted directly by Ms. ****** rather, we are a subcontractor who approached our work with immense pride and dedication. Any concerns regarding the project should be addressed with the general contractor overseeing it.
  Additionally, its important to note that Ms. ***** lives out of state and has never been on site. She has not seen the work in person nor met any of our workers or supervisors directly. Her communications have been entirely remote, which may influence her perspective as she relies on conversations with her parents, the homeowners.

  
  We kindly ask that you refrain from contacting us regarding this matter again.

  
  

  Customer Answer

  Date: 10/15/2024

   
  Complaint: 22310043
  
  I am rejecting this response because:

  The allegations made by ********* ***** are unfounded and misguided. 
  

  "Please elaborate,Im intrigued!"
  
  This roof was constructed in compliance with the 8th edition Florida Building Code, as well as plans approved by ***************** (PBC). Inspections were conducted throughout the process, including final inspections, which confirmed the installation methods and completion of the work.

  
  "This may be correct as JM Builders apparently did their part correctly but as previously mentioned, we signed a contract with *******************. / License No. ********** / ******************************************* *********, FL ***** / ************ to install a new roof. We have since found out, after pulling the inspection information that the actual permit was acquired by JM Builders Certified General Contractors / *************************************** / ************. Upon filing this claim, we noticed that Hurricane Heros does not even default in the BBB database so because of lack of resources, this claim will be filed under the company who acquired the permit and CHOSE to do business with Hurricane Heros."
  
  It is important to note that ***************** requires all roofing inspections to be conducted virtually. While JM Builders FLA **** prefers on-site inspections, the current regulations mandate virtual inspections. In this case,these recorded inspections serve our interests, as they are filed with the county and provide video documentation of the roof's compliance with code.
  
  We are willing to send our engineer to verify that the roof meets all code requirements and to prepare an inspection report. However, we do not wish to incur additional expenses for the convenience of the client.
  
  "If they choose to do this, we are in full compliance however, weve paid the amount requested in full
  ($32, ******) and that should be included specifically in an instance such as this.  They have not held up their end of the contract.  If possible, we would prefer that the BBB send someone out themselves to confirm our claims."
  
  Furthermore, there are absolutely no structural damages; the so-called "damages" are purely aesthetic issues, which we have addressed multiple times. Unfortunately, our efforts have been met with disrespect and discrimination.
  
  "Are we to assume that Hurricane Heros prides themselves on work that the consumer cant challenge aesthetically?  Is that not part of the job, to ensure that a roof is constructed to code and looks professional?  Did we miss the fine print that negates that a job should look aesthetically presentable and acceptable to the consumer?  Additionally, yes, they returned multiple times and there are still visible imperfections.  We are in no way being unreasonable,irrational or nit-picking. Anybody with connected braincells or eyes that could see can see that the roof was NOT installed properly, whether aesthetically,or not. This cannot possibly be their best work.
  
  As for disrespect, we have never experienced any issues with anybody referenced other then *****, the secretary who is the main denominator here.  Nobody reaches out to her but shes always the one to call back with a very short and nasty attitude.  She is very demeaning, raises her voice in a very confrontational way, unsolicited, and has hung up on us several times.  Thats professional?  Better yet, how would you respond to that;nicely?
  
  And as far as their discrimination claims go, quite frankly,were considered minorities in this fine Country you call the US so we would be the last to discriminate against anybody. However, if you are an unskilled (clearly proven and obvious) worker who speaks no English, thats what you are."
  
  Filing a claim using photographs taken before our repairs were completed is misleading and undermines the integrity of this claim.
  
  "I beg your pardonall photographs were sent to provide context to this complaint, including those taken after the first visit, second, third and now the fourth.  I will make sure to specify which ones were taken most recently. They were also sent to the owner of the company accordingly.  Nobody has to lie here; we are all adults,and the proof is in plain sight at the home in question."  
  
  Furthermore, we would like to clarify that we were not contracted directly by Ms. ****** rather, we are a subcontractor who approached our work with immense pride and dedication. Any concerns regarding the project should be addressed with the general contractor overseeing it.
  
  "Rightfully so, however, ********* *****, being the biological daughter of the homeowners has taken the lead because she feels that her parents are being taken advantage of.  Is there a law against that?  I, ***** Yolette *****, homeowner and signee of contract hereby agree to have my daughter,********* ***** proceed with any and all communications regarding this matter."
  
  Additionally, its important to note that Ms. ***** lives out of state and has never been on site. She has not seen the work in person nor met any of our workers or supervisors directly. Her communications have been entirely remote,which may influence her perspective as she relies on conversations with her parents, the homeowners.
  
  "Who should influence my perspective then, you?  Im out of state, however, communicate effectively with not only my parents but with the owner of the company as well.  There are photographs that CLEARLY depict the aesthetic complaints and there is a thing called FaceTime as well that iPhone users use, I, being one of them, its very effective, I promise."   
  
  We kindly ask that you refrain from contacting us regarding this matter again.

  
  "Thats a tall order and one that will not be obliged until you have performed your duties to our satisfaction.  And if JM Builders would like to retreat from said communication, they need to contact Hurricane Heros, who they decided to partner with and co-sign a permit for and have them respond next. 

  
  The first set of photographs attached and labeled were taken on September 17, 2024, when we noticed the aestheticimperfections on the back of the house. The tiles ARE NOT flushed, they are filthy and there is white underlay in full site.

  
  The second set of photographs, taken on October 15, 2024, are of the front of the house where they sent somebody 4 times to make repairs and CLEARLY, the work is still unacceptable.  The tiles ARE NOT flushed,they are filthy and there is white underlay in full site."
  
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 10/15/2024

  We have complied, we have performed our warranty service at this point please stop the harassment. Thank you kindly.

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22310043
  
  I am rejecting this response because:

  As previously mentioned, JM Builders was referenced in this complaint because the company THEY chose to conduct business with was not listed in the BBB database at the time.  Being as though JM Builders obtained said contract and permits, they were named accordingly.  No one is harassing you or your company and might I add, that sounds very childish for a company to say...to say the least.  That said, I will keep this case opened and continue to respond until the work we paid in full for, is completed in full and to our satisfaction, whether by YOU or Hurricane Hero's, your counterpart and the company YOU chose to conduct business with!

  Choose more wisely next time...

  Have a blessed day! 
  

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