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:12/11/2024

  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.

  I called ******** to file a claim on 11/30/24 regarding my roof replacement. They recommended me to Skyline Property Restoration and they had them call me to make an estimate of my damages. I spoke with a gentleman named ***** at ************, and he informed me that they would be there on Saturday, December 7, 2024, to provide an estimate. On Saturday, Skyline informed me that ******** planned to patch some of the roof damage.I told him that they were there to assess my damages. After reviewing everything, they informed me that my property was extensively damaged and that ******** would receive a copy of the estimate.. Today, I received a denial letter from the claims adjuster stating that there was no damage to my property. I called *****, and he explained that his company came to my property, but they were only there to patch the damages and did not prepare an estimate.. I told him that he indicated he was there for an actual estimate of my property damages. He said they just wrote the charges and Allstate paid them.

  Business Response

  Date: 01/22/2025

  Good afternoon,
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to clarify the services provided by Skyline Property Restoration in this instance.
  
  Skyline Property Restoration was contracted by ******** to perform emergency board-up and tarp services for the complainant's property. These services were specifically requested by ******** to ensure the property was temporarily protected from further damage.
  
  To address the concerns raised:
  Purpose of Our Visit:
  Our assignment was to provide the requested emergency services, not to prepare an estimate of the damages. This was communicated during our initial scheduling of the service.
  Clarification of Services Rendered:
  When our technician arrived onsite to tarp the roof, the property owner did not want us to perform that service. We took photos and documented the roofs condition (which we are required to do) and submitted that to the insurance carrier.
  Resolution of Miscommunication:
  We understand there may have been a misunderstanding regarding the scope of our involvement. While we regret any confusion, we did not represent ourselves as being responsible for estimating the damages or making determinations regarding the claim.
  
  If additional clarification or documentation regarding our services is required, we would be happy to provide this to support Allstates review process.
  
  We take all concerns seriously and remain committed to transparent and professional communication with all parties involved. Please let us know if we can assist further in addressing this matter.
  
  Thank you for your time and understanding.
  
  Warmest Regards,
  ***** ********
  General Manager

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22674542
  
  I am rejecting this response because:
  

  Good morning,
  I would like to clarify that the statement made by ***** ******** from Skyline Property Restoration is incorrect. First of all, I do not know who she is, and I have never had any communication with her. Therefore, she is not aware of what happened or what was said to me by the assigned technician who arrived at my property. I suggest disregarding her comments.
  
  On December 7, 2024, I was waiting for Skyline to either call me or show up at my property. When I looked out the window, I saw a Skyline truck that was there for about an hour. After a while, I received a call from a gentleman who indicated that he was there to inspect the roof. I went downstairs to let him in, and he came upstairs. The technician informed me that he was there to inspect the property write an estimate and apply some roof tar, but he needed to take pictures first. I asked him why was he going to put roof tar, and he explained that ******** had requested it to prevent further damage. I allowed him to proceed with his work.
  
  About an hour later, the technician called me, and I told him to come upstairs, he told me in Spanish that he would not be able to apply the roof tar because the roof needed to be replaced. He explained that the damage was caused by water and needed to be repaired. I asked him who would be responsible for that type of work, and he assured me that they handle such projects and do a good job. He stated that he would inform his supervisor that they were unable to complete their request. I requested a business card, but he said he did not have one. However, he mentioned that he would provide an estimate, which his supervisor would send me a copy of. He also cautioned me to be careful, as insurance companies often deny claims or find excuses not to cover repairs.
  
  Now, if ***** ******** claims that I did not allow the technicians to apply the roof tar, how did they manage to access my roof? This is a two-unit building, so he had to go through the second floor to access the roof.
  
  I work in **************** where transparency is crucial. I do not understand why Skyline Property Restoration lacks transparency and will not acknowledge their fault. I am not seeking compensation; I simply want *****, the technician I spoke with, to be held accountable for his lack of transparency and false statements.
  

  Sincerely,

  
  ****** *********

  Business Response

  Date: 02/11/2025

  Skyline Property Restoration was assigned by ******** to perform a Board Up / Tarp assignment at Mr. ********** property. When our team arrived on-site, Mr. ********* explicitly declined the tarp service, stating that he had other contractors scheduled to provide estimates and did not want the roof covered.

   

  As a restoration service provider, we can only perform the tasks assigned to us by the insurance carrier. In this case, we were not authorized to conduct a full damage assessment or provide an estimateour sole assignment was to tarp the roof. Since the homeowner declined the service, no further action was taken by our team.

   

  Any concerns regarding the insurance claim process, including damage assessments or coverage decisions, should be directed to ********. We recommend that Mr. ********* follow up with his adjuster for further clarification on the claim denial and the next steps available to him.

   

  If there are any additional questions regarding our involvement, we are happy to provide documentation confirming our assigned scope of work.

   

  Warmest Regards,

  ***** ********

  General Manager

  

  **************************
  ***********, IL 60406
  ************ (Office)   

• Initial Complaint

  Date:01/18/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Quoted one price but charged another. I reached out to 1-800-Boardup to have a single window boarded up. They called me back and I was quoted a price of $600.00. I agreed to the price. Today without notice they charged my credit card an additional $258.00. I called to ask about the additional charge and ******** advised that $600 was the minimum, then whatever is left over they charge after. When I called for the service, I was quoted a flat fee of $600. The person that quoted me the price never mentioned additional charges. The person that came out to board up the window never mentioned additional charges. I would like the $258 refunded.

  Business Response

  Date: 02/23/2024

  After speaking with my team it seems that someone inadvertently informed ************** that the charge would be a flat fee of $600 when in fact this is a minimum charge. Please find attached our contract for board up services that outlines this information. Board *** are billed based on time and material. However, because one of our team members misinformed the customer, we have already refunded him $258.00. We apologize for the confusion and inconvenience.  

  Let me know if I can provide any additional information.

  Thanks,

  Customer Answer

  Date: 02/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/16/2023

  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 was connected to Skyline Dki through my insurance company and worked with them to complete restoration and reconstruction work at my house.There were many issues throughout the process but it wrapped in Late summer 2023. In December, we found that the piping under the sink had seperated and water was spilling into cabinet. We were told by another contractor/ plumber that the design of the piping was faulty and it would cost $1600 to replace. I contacted Skyline to be reimbursed for the work, because I dont believe they can fix it since it was their original design, and they offered to send another team out to fix it. I dont think the company is competent and I dont want them to further damage my home. Id like the reimbursement only.

  Business Response

  Date: 01/15/2024

  Here is a list of items that transpired on this insurance related property repair.
  We did not perform any plumbing rough installation.  We used what was existing as agreed upon via the repair scope between us and ************** along with her insurance carrier.
  The scope did include the detach and reset of the **Trap assembly under the sink.  We did perform that work and it did not leak at the time of service or for months thereafter.
  When provided a video from ************** the **Trap being disconnected appeared to be from someone pulling on it or hitting it with items stored under the sink.
  We offered multiple times to send a technician out to inspect and reattach the p-trap.  Each time our services were refused, and we countered with a demand to pay $1700 for a quote provided by *** Plumbing.
  *** suggested all the plumbing needed to be replaced.  I dont know what their opinion was based on as there was no damage to the plumbing for the insurance claim.
  Our work for this item per line #** of our scope was for $98.
  At every attempt to rectify the issue, ************** demanded that we pay her $1700 or she would slander our name on all the social media sites.
  Our last reply to her was that if she continued the slander of our company that we would file a seize and desist letter followed by a lawsuit.
  See the attached scope of work that lists the services and prices we were hired for, along with our contracts and Change Orders for the project.
  Let me know if there is anything else you may need.
   
  Thanks,
  ***************************