Complaints

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• Initial Complaint

  Date:10/19/2022

  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.

  I own a property at******************************************* This property sustained wind damage to the roofing. My insurance agent referred me to Quest Roofing & Construction. On 03/24/2022 I signed a contract agreement with Quest for the work and for communication with my insurance. Juan H****, the representative of Quest Roofing, explained to me that this would let them make negotiations with my Insurance company, and wrote that all I would be responsible for was a $2500 Deductible. I agreed and signed the initial contract believing all I would be responsible for was $2500 like he explained. (05/05/22) I got the first check ($9460.39) from the insurance company for Quest and gave it to Juan, along with my $2500 deductible. He reassured me verbally the insurance would cover the rest. (06/04/22) Juan gave me a Job Proposal (total $19802.75) from Quest describing what work needed to be done. I accepted it as he again verbally reassured me that the cost would be covered by insurance. (07/08/22) Juan picks up the 2nd check ($5213.25) from my insurance and is surprised as it is less than he expected. He reassures me verbally that I have already paid my responsibility and will have his legal team get the remaining amount from the insurance. Later, after Juan picked up the 2nd check, he called me and said that his team couldn't get the insurance to pay them. He said "I cannot lose money on this job", I offered to talk to my agent but was told by my agent that they couldn't pay him more. (09/22/22) Juan sends me a text explaining the insurance will not pay the remaining balance and he will not pay for it himself. He proceeds to invoice me for the remaining balance with minimal explanation. I insist I paid the amount I agreed to on the contract. Juan acknowledges in the text he agreed to do the job for the money the insurance company would give him. He says he's not "willing to lose money" and proceeds to place a lien on my property.

  

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/10/23) */ Follow up on Case #*********: We were contacted by the homeowner to inspect her property: ********************************************************. We inspected her property and immediately stopped all leaks to prevent further damage to the property. A work agreement was signed by all parties in which the homeowner gave authorization to Quest Roofing & Construction, LLC to speak with the property-owner's insurance company. As it turns out, the insurance company would only communicate with Quest if we had signed an Assignment of Benefits or a power of attorney, which for obvious reasons the homeowner would not give to us. Therefore, leaving all communications between homeowner and insurance desk adjuster. Any information provided to Quest was given from the property owner. We agreed to do the repairs based on the written promise from the homeowner's insurance company, which was supplied to us by the property-owner. This amount for the repairs included a sum of $19,802.75 USD which included a $2,500 USD deductible - Which, under normal conditions, this is the only responsibility for the homeowner. We proceeded to do the repairs under such signed proposal and such repairs were performed to the homeowner's satisfaction and all of the Building Department inspections PASSED. When attempting to collect what we had agreed for the final estimate, the total amount received was $2,629.50 USD short. If given the notion that the payment was not going to be paid in full or it was not the initial amount that both parties agreed upon, the company would not have done the work. As discovered, the homeowner's insurance had changed the terms of her policy which led to a downgrade from 'Replacement Value' to 'Actual Cash Value'. This is something that the homeowner is responsible for. These changes are always notified to the homeowner through electronic email and/or physical mail. We were never told of this. While working on the property, we worked based on the insurance company's original estimate provided by the homeowner, which was later changed for a lesser value. Due to the fact that we were not given the right to communicate with the insurance company, we had attempted to have our legal team contact the insurance company so that the initial estimate was covered. However, there was nothing that could be done as the policy change was prior to the date of loss. Quest Roofing & Construction, LLC provided high quality work and deserve to be paid what was the original agreed payment. But despite this, the homeowner has refused to renegotiate the terms which we were willing to do (and we still are) on multiple occasions. Ultimately the homeowner cut all communication with our company and has left us without any other recourse but to file a lien on her property, which is any contractors right and tool to recover what is rightfully owed. We have never lied, deceived, or promised anything that was not based on the original insurance company desk adjuster's estimate and what was agreed upon by both parties. This matter should have been resolved between the homeowner and her insurance company. Quest Roofing & Construction, LLC has no place in a situation such as this. JUAN C***** H**** Consumer Response /* (3000, 7, 2022/11/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since the beginning my insurance agent directly gave your business my house information to follow up on. The entire time I believed Juan was directly in contact with my insurance company. Since my English is not good, I was told multiple times by Juan verbally that he would get "everything taken care of" regarding insurance proceedings, going as far as depositing checks and using my phone to call the insurance company. When he was visiting me in my shop he verbally said I was done with my responsibility and the rest would come from insurance. The contract Juan asked me to sign specifically said my only responsibility would be the $2500 deductible and that the rest would be paid by insurance. The whole time I didn't know what work was being done. Juan reassured me the rest of the payment was between the company and the insurance. I understand Juan was paid less by the insurance than he thought. He clearly told me in front of my customers and coworkers that it was okay and he would get the rest from his lawyers contacting the insurance. I do not feel like it is right to come after me to get the money after I was reassured the entire time my responsibility was fully paid for. I was never aware I signed any document saying I was responsible for paying any amount if Juan failed to get it from the insurance. Business Response /* (4000, 9, 2022/11/13) */ The Homeowner knew that the insurance adjuster did not want to communicate with Quest Roofing & Construction, LLC unless a Power of Attorney was signed. When first requesting communication with the insurance company, the homeowner's insurance agent advised against giving the power of attorney. This, consequently, left the company without any authority to communicate with the insurance company themselves (Attached: Email from Insurance Agent stating with no POA - no information is going to be further given to Quest Roofing & Construction, LLC). Moving forward with the project, the company worked solely based off the information and estimates provided by the homeowner in which all final prices and communications were based on. In the contract signed by both Quest Roofing & Construction, LLC and homeowner, the deductible is stated as $2,500.00. The payout for final costs of repairs, received by the homeowner from their insurance company, states a different number in which falls short of the previous stated deductible amount. This difference is the homeowner's responsibility as it was information not given to the company. The homeowner failed to communicate that her insurance company had changed her policy from RCV to ACV which Quest Roofing & Construction, LLC had no way of knowing as we had no right to communicate with the insurance company. These changes should have been notified by the homeowner as whenever an insurance company makes changes to an individual's policy, the person is informed in writing and requires his or her acknowledgement for the changes to be accepted. As stated in our previous response, we did not lie or deceive the homeowner. We worked based on the information provided by said homeowner. Ultimately it was her responsibility to communicate all information to the company as we had no tools to negotiate with the insurance company themselves. Again, it was the responsibility of the homeowner. In order to resolve this disagreement, Quest Roofing & Construction, LLC is willing to reduce the balance rightfully owed to the company by 50%, in consideration that the homeowner ends this complaint, agrees not to file any other complaint regarding Quest Roofing & Construction, LLC and this matter, and does not speak illy of the company in any written or verbal manner. Respectfully, Juan C***** H****