Complaints

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• Initial Complaint

  Date:06/11/2025

  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.

  Castle Contracting was going to replace my roof or portion of my roof, siding, gutters, and miscellaneous items through my insurance. I had been in text communication with ***** ******** about this matter. Measurements and pictures were done on March 20, 2024. Communication was consistent until July 31, 2024 with the last communication being September 18, 2024. I attempted calling ***** on October 16, 2024 and did not get an answer. I called back on October 17, 2024 and spoke with ***** in which she stated, "Castle had dropped me as a customer due to a previous insurance claim and my insurance should have contacted me about this." It is not the responsibility of my insurance to tell me the roofing company dropped me as a customer. I believe that's the responsibility of the business and explain why I am being dropped. I have no issue paying out of pocked for a roof replacement and other options could have been provided to me by the roofing company. I sent ***** a text on December 16, 2024 because I had not heard anything. I believe my number had been blocked because my text message was never marked read or delivered. From there I attempted to reach out to the owner of the company in which they will only return $106 of my $750. I'm asking that my full $750 be returned to me.

  

  Business Response

  Date: 07/01/2025

  *****, 

  We have had many conversations regarding your claims. From the beginning we were hired to work on your claim from ***** ************** from a 4/4/2023 date of loss. Your initial coverage was for some roof repairs, some elevational repairs, and one side of siding. In attempt to get full coverage for your siding we contracted (6/14/2024 - already a year past your DOL) and started putting hours of work into your claim. In those hours, we wrote an estimate for full replacement and submitted this to your insurance on (6/26/2024) and communicated constantly with your assigned adjuster. With confidence, we requested the full replacement because your siding was discontinued. With many emails and calls to your insurance adjuster, we come to find out you had another claim with State Farm from 4/7/2020 that had already paid out for the same repairs. You confirmed you never did the work, but you collected the funds for it. I believe you mentioned another company from 2020 blew you off, and I'd recommend making a complaint on their BBB. At this point, we still attempted to help the coverage with no luck since your insurance saw this as a fraudulent claim. Your 2023 (roof repairs, siding, window wraps & screens, etc.) claim damage was already covered in your 2020 (roof repairs, siding, window wraps & screens, etc.). Misleading us into assisting with this behavior is why we don't believe full refund was granted. Counting the hours, money spent, and most of all lies told, we found the $106 refund to be fair. Your actions jeopardized our company license and reputation. In all, you've received $6,019.56 from your 2023 claim that ***** said they would not be charging you for, and additional funds from ********** before you left them for another insurance. We understand you find this unfair, but our services are not free and if it were not for your actions, we would have had that full coverage. This was all explained to you over the phone, text, and email. No one has blocked your number; we actually never received a response from our last email on 3/24/2025 sent to ****************** For you to defraud an insurance company and pull us into illegal behavior is why we dropped you, and we did explain this to you over the phone. We don't want to give you a retail quote, because we do not want to do business with you. Lastly, we never asked your insurance company to contact you about us dropping you. We told you over the phone and explained you should contact your insurance to make sure they aren't dropping you as well - since this is fraud. 

  Hope this helps re-explain everything to you.