Complaints

This profile includes complaints for Cardinal Catastrophe Services Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cardinal Catastrophe Services Inc

  214 Hillsboro Ave Edwardsville, IL 62025-1624

  
• 

  Cardinal Catastrophe Services Inc

  PO Box 723 Edwardsville, IL 62025-0723

• 

  Cardinal Catastrophe Services Inc

  3008 Sutton Blvd Redbird Suite Maplewood, MO 63143-3016

  

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:04/15/2025

  Type:Service or Repair 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.

  Contingency Contract signed on 8/29/24 for storm damage repair to roof & siding which occurred 5/15/24; submitted claim to insurance company. Insurance initially paid $10,671.44 for roof & siding repairs. The ** said the entire siding should be replaced because they are unable to find any siding that matched my current siding, so the insurance company will have to replace all of the siding. The advance survey team **************** Manager said they would negotiate with insurance company for any repairs that needed to be done over & above the insurance settlement. ** said they would submit a supplemental report to claims.They installed a new roof during 11/24. In December 2024, I noticed a stain on the ceiling in a room & reported it to the *** He eventually he had the roofers come and repair the leak. After many attempts to get the ceiling repaired & painted, he finally sent a painter to check it, and it will be painted soon.Since December 2024, the ** avoids contact with me & the insurance company.March 14, 2025, I texted a picture of a portion of the roof that is sinking & needs to be repaired. No response. On 3/24/25 I texted again expressing my concern that this job has to be completed before the claim expires on 5/25/25. He responded he's working with another ** to get the supplement for the siding finished & will keep me posted. I said the roof needs to be fixed now before it leaks. I texted & phoned several times since then with no response. I requested a copy of the warranty on my roof. No response. On 4/11/25 more texts to *** Said he needs more pictures. I tried to call both offices, had to leave voice message, no return calls to date. ** sent someone to take outside pictures. I explained my concerns about lack of response or action. He said he will send another ** on 4/14/25. Never showed or called. My claim expires 5/25/25. Siding has not been selected, ordered or anywhere near installed. I am extremely concerned. Please help.

  

  Business Response

  Date: 04/15/2025

  Response to BBB Complaint ID: ********
  ***** ******
  Cardinal Catastrophe Services, Inc.
  *****************************************
  
  Dear BBB,
  
  Thank you for notifying us of this complaint. We take all customer concerns seriously, especially as an A+ BBB Accredited Business with over ****************************** storm damage restoration.
  
  Summary of the Complaint:
  The homeowner, ******** *******, signed a contingency agreement with Cardinal Catastrophe Services in August 2024 for storm-related roof and siding restoration. According to her statement, our team installed a new roof in November 2024 and has been working with her insurance company regarding a siding supplement. She reports a stain from a roof leak (now repaired), a delay in interior ceiling painting, lack of recent communication, and concerns that siding work is unfinished with the claim expiration approaching. Her request is that the job be completed.
  
  Initial Response from Cardinal Catastrophe Services:

  We are actively reviewing Ms. ******** project history, communications, and insurance documentation. From our understanding, her job includes insurance supplement negotiations on the siding, which have required multiple site visits, photos, and correspondence with her insurance provider.
  
  We recognize that some aspects of the restorationparticularly siding and interior painthave taken longer than expected. We also acknowledge her frustration with recent communication delays, and were taking steps to correct that.
  
  Next Steps:
  
  We will be assigning a senior project manager to review the remaining items and re-establish contact with Ms. ******* within the next 48 hours.

  
  Our team is confirming all outstanding scope items, documentation, and the status of the insurance supplement.

  
  We will outline a clear plan and timeline to complete the remaining work before the May 25, 2025 claim deadline.
  
  We are committed to resolving this matter to Ms. ******** satisfaction and preserving the integrity of our BBB Accreditation. We will provide a further update once weve had a chance to gather complete internal records and directly communicate with the homeowner.
  
  
  Sincerely,
  ***** ******
  President
  Cardinal Catastrophe Services, Inc.
  *********************************************************************
  **************
  

  
  

  

  Business Response

  Date: 04/15/2025

  Response to BBB Complaint ID: ********
  ***** ******
  President, Cardinal Catastrophe Services, Inc.
  **********************************************************************************
  ********************************************************************* | **************
  
  To Whom It May Concern:
  
  Thank you for the opportunity to respond to the complaint filed by Ms. ******** ******* regarding her storm damage restoration project. We take all concerns seriously and appreciate the chance to provide a factual timeline and a complete explanation of the circumstances surrounding this claim.
  
  Cardinal Catastrophe Services is a locally owned, BBB-accredited company with an A+ rating and over 15 years of experience exclusively handling insurance restoration work. Weve helped thousands of homeowners restore their properties after catastrophic storms, and we operate with strict adherence to industry standards and compliance protocols.
  
  Background of the Job:
  
  Ms. ******* signed a contingency agreement with CardinalCat on August 29, 2024, following the May 15, 2024 hailstorm. This was a severe weather event that impacted large parts of the *************** area. She filed a claim with *************************, who responded with an initial underpaid estimate. That initial amount did not reflect the full scope of storm-related damage, and multiple deficiencies in the insurance scope were immediately apparent.
  
  Key Deficiencies in the Insurance Scope:
  
  Siding Coverage:

  The carrier only paid to replace one wall of aluminum siding. They approved painting another wall, despite the siding type being discontinued aluminum. Even more troubling, they failed to account for basic paint preplisting a 0 linear feet entry for cleaning or prepping the surface. Whether this was a typo or a mistake on purpose (a tactic we see all too often), it clearly rendered the scope inaccurate.

  Unavailable Material:

  Our team conducted a full material match process. We collected siding samples, sent them to ********* in *******, and received confirmation that the original aluminum siding is discontinued and unavailable. We have submitted this documentation directly to the carrier, including high-resolution satellite imagery of the property and a full Xactimate supplemental estimate to bring the property back to pre-storm condition. The data clearly supports replacement of all siding, in accordance with standard industry repairability guidelines.

  Additional Damages:

  Our supplemental also included necessary repairs to gutters, interior ceiling paint due to a post-installation leak (which we promptly repaired), and other collateral damage overlooked in the original scope.

  Carrier ************************************* denied the full supplemental. No additional payment has been made to date. The claim has been escalated within our organization to our Senior Collections Audit Team, who are working directly with the carrier to ensure the homeowner receives the full coverage she is owed.
  
  About the Delay Tactics:
  
  We would like to be candid with the BBB and the public about a common practice in the insurance industry. In large storm events, carriers routinely use a deny-defer-delay strategy. They approve partial scopes, discourage contractor involvement, and as claim deadlines approach, they notify policyholders that the file is closingoften with unresolved supplements and no final resolution.
  
  At CardinalCat, we proactively fight back against this practice. We have formal documentation templates that request claim file extensions, and we have successfully kept claims open for up to two years when carriers refuse to do the right thing. Ms. ******** claim falls squarely into this category. We will file documentation to preserve her claim past the upcoming May 25, 2025 expiration date and are fully confident that resolution will be reached.
  
  Acknowledging Our Own Shortcomings:
  
  We do acknowledge a breakdown in communication on our end, particularly in the months of February through April 2025. Ms. ******* was understandably frustrated by delayed responses from her Project Manager. While the physical work (roof replacement) was completed in November 2024 and the leak repaired shortly after, we failed to consistently update her regarding the progress of the siding supplement, and failed to deliver the requested roof warranty in a timely manner.
  
  This is not in line with our standard of customer care. We have since reassigned oversight of this project to a senior-level team, with direct leadership supervision. The customer has been contacted, and all final stepsinterior paint touch-up, siding installation, warranty delivery, and final supplement escalationare being documented and prioritized.
  
  Where We Are Now:
  
  Roof replacement: Completed November 2024
  Leak repair & ceiling assessment: Completed and paint pending
  ITEL Lab report: Completed and submitted
  Supplement: Submitted and denied; escalated to senior team
  Customer contact: Re-established; job is active
  Claim deadline: Extension documentation submitted; job tracked
  Expected resolution: On or before May 25, 2025
  
  Closing Statement:
  
  We remain committed to fully restoring Ms. ******** home, resolving this matter professionally, and continuing to advocate for her right to full indemnification under her policy. While this job has taken longer than wed like, and we could have communicated better, we stand behind our position: the insurance company underpaid the claim, and we are actively fightingon the homeowners behalfto bring her home back to pre-storm condition.
  
  This is a normal claim in 2025. It just happens to be a frustrating one. Not because the contractor has failed to actbut because the carrier has failed to pay.
  
  We thank the BBB for the opportunity to respond in full, and we remain available for any follow-up.
  
  
  Sincerely,
  ***** ******
  President
  Cardinal Catastrophe Services, Inc.
  *********************************************************************
  **************
  
  

  
  

  Customer Answer

  Date: 04/18/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******** *******