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:01/15/2025

  Type:Order 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 started working with this roofing company the last four months. I was given two estimates for a new roof. I already had contacted my insurance company to see of they would cover my roof. The representative told me that if we received money from the insurance and did not go with them we would have to pay them 30% of the money from my insurance company. However, they had submitted 2 estimates for the job which ended up totalling near to what my ins.paid.However, once the ins.provided the check, we were send a blank contract with all lines of work "TBD". I compared it to 6 ins.roofing estimates that were itemized and detailed and inquired for them to do the same. They refused. They also came by my house unscheduled and placed a roofing tarp that I was told would be waived if we went with them. They did not cover all the ************ is still leaking and when I inquired about that being waived it was not documented nor corrected. I have not signed the contract with them and feel this is not legit and honest. There is no one going to sign a new contract without matching any pricing. The owner also told me since we have up to $20,000 he would like another claim afterwards for additional work. I inquired what additional work and nothing was itemized in any contract. I asked them to revise and correct the contract by December 18, 2024. It has not been done. They asked for the full check amount of the insurance check and State Farm instructed me not to do that but give them half of the payment and get an itemized bill. They also stated I needed someone from the City of ******* to make sure the company's work was valid and dumpster, debris and other info.was included. I have not received it. I am going to seek another roofing company if this is not resolved and I will have to go with a roof this winter. My insurance co.asked why hasn't the work been started and concluded it's been 30 days.

  

  Business Response

  Date: 01/29/2025

  Hello,
  
  During our representative's inspection of ********** ******** home, the findings and available options were explained in detail by our representative. Ms. ****** had the choice of receiving a retail estimate or filing a hail and wind damage claim with her insurance for a full roof replacement. The insurance route was suggested due to the wind and hail damage and the multiple layers of shingles on the roof. Our representative also explained how we work with insurance companies, including the requirement for the policyholder to sign an agreement for us to file the claim on their behalf and to communicate with their insurance company after filing the claim for updates or to address any questions.
  
  Our representative informed Ms. ****** that our agreement includes a clause stating that if, after we successfully secure insurance approval for the roof replacement, the homeowner decides not to proceed with Global Exterior Experts, we will collect 30% of the Replacement Cost Value (RCV) approved by the insurance company. This fee covers the time and resources spent on the claim process. We also clarified that we work based on the insurance estimate and do not provide our own estimate for submission to the insurance company.
  
  Initially, Ms. ****** opted for a retail estimate, citing a specific deadline for the project. I informed her that pursuing the insurance route could potentially delay the work, but she proceeded with the retail estimate. However, after receiving the retail estimate, Ms. ****** decided to pursue filing a claim with her insurance company instead.
  
  It was then revealed that Ms. ******* sister, ******** Monique ******** was the policyholder. As a result, our agreement was sent to ********* signed by her, and the claim was filed through a three-way call with the insurance company, our representative, and ********. The insurance adjuster approved a full roof replacement, along with additional work on gutters, downspouts, and window wraps.
  
  On 11/13/24, Ms. ****** contacted us requesting a retail estimate again and stated she intended to pay out of pocket. However, this was no longer feasible since we had already secured insurance approval for the full roof replacement. We scheduled a meeting with Ms. ******* during which our representative and the company owner explained the process again, emphasizing that we would not provide a retail estimate. After the meeting, Ms. ********************* a separate itemized contract outlining the specific work to be done. However, we had already explained to her that her sister had signed the initial contract. The reason the specifications were marked as TBD on that contract was because it was signed before the claim was filed and before we knew what work her insurance would approve.
  
  Once Ms. ****** selected the colors for the replacements, we filled out and sent ******* the work authorization document, which outlined the exact work to be performed, including the chosen colors. This document was sent to ******** per Ms. ******** request. However, we later received an email from Ms. ****** requesting additional information on the materials. We attempted to address her questions by phone, as we believed it would be quicker and more efficient. Based on the email, it seemed Ms. ****** was expecting an estimate for the work, which we had already explained would not be provided, as we go by the insurance estimate.
  
  We tried to contact Ms. ****** again to schedule another meeting for further clarification, but she stopped responding. As a result, we informed her that, due to the lack of communication, we would be referring the case to our lawyer to pursue the 30% fee based on the time and resources spent on the claim process.
  
  Regarding the tarp installation, we acknowledge that it was installed without explicit permission from Ms. ****** or her sister. Our representative was aware of Ms. ******* concerns about the impending rain and the potential for further interior damage. As her contractor, it was our responsibility to protect her home from additional harm. The company owner spoke with Ms. ****** and confirmed that if Ms. ****** decided to move forward with the project, she would not be charged for the tarp, regardless of whether the insurance covered it. When Ms. ****** requested a document confirming that she wouldn't be charged for the tarp if her insurance didnt cover it, the owner explained that such a document was unnecessary because she wouldnt be responsible for the cost, whether the insurance paid or not.
  
  During the meeting with our representative, the company owner, and Ms. ******* our representative asked Ms. ****** if the interior damage had worsened after the rain, and she indicated that it had not. She did not mention any ongoing leaks. The owner also did not suggest filing another claim for additional work. Instead, he explained that the insurance company had not provided enough coverage for the interior repairs, and we planned to supplement the interior work that was not covered by the insurance payment. Ms. ****** stated that she understood this after the explanation.
  
  Regarding the insurance check, Ms. ****** was informed by her insurance adjuster that she would receive two checks. We explained that the first check is typically collected in full, as it is used to purchase the materials required for the project. We understood that Ms. ****** might have had concerns about trust due to the tarp situation, so we offered to accept only half of the first check upfront, with the remainder collected upon completion of the work. She agreed to this arrangement.
  
  Finally, regarding the completion of the work, we made multiple attempts to contact Ms. ****** through phone calls, text messages, and emails, but received no response. Without a signed work authorization, we can not proceed with the project.