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:03/05/2025

  Type:Billing 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.

  This company is charged over the price and also he treating the person with the numbers. This company is confuse the person the person with the numbers two also, this company charge for a roof ******

  

  Business Response

  Date: 03/18/2025

  Hello,
  
  We are responding to the complaint we received regarding the project located at *************************************
  
  The customer contacted us for a roof inspection after a storm occurred and we signed an agreement on July 14, 2023, based on the signed contract we estimated the cost for $24,000 and as you see on the attached contract price agreement, "the final contract price is subject to change and subject to any written change orders which may increase or decrease the contract price and shall also be subject to adjustment as agreed upon by ********************* company."
  
  We have also attached the *** and Authorization, which clearly state, that the customer will forward all approved insurance proceeds of the completed project.
  
  After the initial insurance inspection, we approved the project for $21,392.53, but there were still missing items such as skylight, gutter guards, correct measurements of the gutters, overhead garage doors, and windows.
  We met with the customer on August 4, 2023 and filled out the color selection, authorization form, and change order, and started to negotiate regarding the missing above mentioned items with the insurance company.
  
  Since the date we signed, we negotiated with the insurance to have all missing items approved, to complete the repairs. Finally, on December 8, 2023, we had the insurance approve the missing items.
  On December 20, 2023, we met with the customer again and filled out a second change order regarding credit and a change of garage doors style.
  Also, on this date, we started to build the roof and proceeded with the gutter installation and the interior painting for the area around the skylight.
  The garage doors were installed at the beginning of February 2024, due to the winter season.
  
  After the second insurance estimate, including the front windows that were approved by the insurance company, we found out the windows were made by ******** and we contacted a 3rd party company to provide us an estimate to see how much the replacement of the windows will cost and the customer was aware about the cost difference for the windows at that time and still wanted to us to proceed to negotiate the windows with the insurance company. The window company provided us with the window estimate on January 29, 2024 and since that time, we sent all of the information to the insurance and after they approved the window cost on April 19, 2024, the customer met with the third party ************** to measure and finalize the details regarding the windows to be installed, we proceeded to pay the deposit to the third party ************** for the windows in the amount of $5,108.72. After the windows were ordered and were ready to be installed we called the customer to set up the time for the installation, but the customer decided to not install the windows anymore, and we had to pay an additional cancellation fee to the third party company, in the amount of $5,108.72, which equals $10,217.44, which was paid by Horizon Restoration to the third party window company, since the homeowner agreed to install the window installation in January.
  
  After we received the notes from the customer regarding the windows on June 21, 2024, we emailed her to explain everything on June 24 2024, June 27 2024, July 2 2024, July 10 2024, July 16 2024, July 21 2024, August 16 2024, August 27 2024, August 29 2024, September 27 2024, October 25 2024, and November 1 2024 before final notice of lien was sent, which was sent December 6, 2024, including the warranty termination, due to the unpaid balance.
  
  Also, I tried to contact the homeowner, leaving several messages and asking for a call back to go over everything on June 24 2024, July 2 2024, July 16, 2024, August 16 2024, August 20 2024, September 12 2024, September 17 2024 and never got a response to any of the above emails or phone calls.
  
  After all the above attempts, we sent the customer's file to a collection company on December 21, 2024, as you can see above, we have tried to resolve any discrepancy with the customer, but we never received a callback or emailed us back regarding the customer's confusion or outstanding balance.
  
  We understand the estimate is higher than the original estimate, but the cost of the garage doors and the windows made the estimate higher and those costs were not created by Horizon Restoration, it was a charge based off the insurance approved estimate using Xactimate software, which Horizon Restoration doesn't have any affiliation to.
  
  Please see the attached copies of all the emails showing confirmation of opening the emails (showing received from the customer), as well as the copy of the checks paid to the third party company, which is more than we are asking to pay back to us, but we can't ask for more than was agreed on the estimate.
  
  I hope BBB will review all the above explanations, as we don't believe we should be penalized by BBB, due to the customer not being cooperative and stating we are overpricing, if the amount was not created by us, it was created by the insurance company and accepted by us.
  
  We also have recordings and proof of emails, if they are needed.
  
  Please review and if you have any additional questions, please let me know.
  
  Best Regards,
  ***** *****

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23026665
  
  I am rejecting this response because:

  Through a second ****** we heard from **** Vvcovich of Horizo Restoration. On 7/14/23 he told us that he would be in charge of filing the insurance claim and he did, the claim, roof, skylight window , garage doors, gutter, window. He gave us an estimate of $24k, we told him that we already had the check for him (the check was covered $18097) and he did nothing for 6 months. We were trying to understand him and we told (AJ) that if he didn't have time he should tell us. That's when he started working on the roof And that's when we told him that we weren't going to give him the other checks until the job was finished. This happened in December 2023. He did the change the for the roof, skylight window, garage doors, and gutter but the window for the room had not been started. One way to another, everything had to go his way on his terms. By the way, when we talked about the window, he was already talking about replacing the window bricks, we just wanted him to give us a fair price and charge what he had already paid. He responded with a bad attitude and raised the amount to $57,000. And so we started arguing about the price after a year, hes continued to increase the prices. now he asking for 41k no more work has been completed. We no longer wanted to do business with him. The contract was $24k even with the window included which has not been taken care of. We want a fair price for only the work that has already been done. Which is the roof the garage door and the skylight window. We were not given the same price that was originally agreed on our contract. He made changes on the type of material that was on used which increased the price. We were told all work was expected to start within 60 days  from full approval by our insurance, again work was done in the first 6 months.
  
  Sincerely,
  
  Ma ******* **** *********

  

  Business Response

  Date: 03/27/2025

  Hello,
  As we previously mentioned, we attached evidence and proof showing I tried to contact you via email (which shows you opened them several times) and left several voicemails, that we have evidence of also.
  You are complaining that we charged you $57,000 for the roof,which is incorrect. please see the breakdown below:
  Total insurance payout before deductible is subtracted: $ *********
  Which includes the following:
  1.)   Dwelling Roof - $ 28,225.94
  2.)   Gutters & Downspouts - $ 5,319.51
  3.)   Garage Doors & Window - $ 19,135.69
  As you can clearly see, your complaint about the roof charge being $57,000 is not true and the total amount we are requesting includes a lot of different trades. This was the reason why I tried to explain it to you,since it seems you didnt understand when ** was trying to explain it to you.
  All the above charges were estimated by your insurance company,not us, which is based off insurance standards, not our generated estimate. From the beginning, we explained this to you and signed a contract between us, explaining we work based off the insurance estimate, generated by them and approved by them. Complaining to us about the amount your insurance company approved, doesnt make sense.
  You are also complaining you had some issues communicating with **, which was never brought to our attention, even when we started scheduling other trades, such as installation of garage door, the painter going to paint the skylights, or final measurements before we ordered the windows, you never brought this to our attention then. If any of the things you are complaining about would come to our attention, we would have addressed this before. On top of this,we CCd you to the emails we sent to the insurance company, where we negotiated the missing items and during all the time you were aware of what was going on, and you never brought it to our attention there was something you didnt understand.
  As I explained in the original response, the $24,000 you are referring to, is only an estimate and as you can see on the contract there is a note stating the final amount will be approved by the insurance company and this amount can increase or decrease, depending on their approval.
  You also mentioned our representative, **, changed the type of material to increase the price, which this doesnt make any sense, and this is an empty complain because you signed the color selection with the materials you wanted to use, and this is standard material, which doesnt alter the price for you.
  Regarding your complaint about the job starting 60 days from the full approval of insurance company, we have to understand this was a claim with a couple of different trades which majority was approved on December ******, and 12 days later on December 20, 2023, we installed the roof and the gutters were installed December 22, 2023. The painter was at your house on January 18, 2024 (we did not work between Christmas and New Years). The garage door was installed on February 3, 2024, after we ordered the doors in January after you confirmed the style, please remember your doors are not a standard size and needed 4 weeks to have them delivered.
  As you can see again, all of the above explanation clearly shows everything was done as we promised, unless we needed to wait for the material (garage doors), which is not related to our scheduling and is out of our control.
  The last part which we negotiated with the insurance company are the windows because the insurance company paid for standard window, which are not the same as you have in your house, which are ******** Windows, this took longer and after we received the estimate for the windows on January ******* (this is less than 60 days from the last approval), we sent the estimate to the insurance for the windows because they paid standard and not ********,and finally we got this approved on April 8, 2024, and we scheduled the final appointment for measurements to order the window on April 19, 2024. As we both know, you never said anything you didnt want the window, until the window arrived and we tried to schedule the installation, then you stopped answering and stopped communication with us, thinking miss communication will avoid any future responsibilities for cancelling a special order/restocking fee, which we included in your invoice, per the signed contract.
  I understand you can be confused, but if you would have answered at least once phone call from me or responded to my email, we wouldnt have to come to this situation that we are in now and in my opinion, this complaint shouldnt even be accepted by the BBB because the stuff you requested doesnt have any proof, and we are responding with everything exactly as it was and we have the proof to prove this, which is why your file was sent to the collection company for legal action.
  Thank you,

  Pawel Palka 

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23026665
  
  I am rejecting this response because:
  
  Sincerely,
  
  Ma ******* **** *********