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:07/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Agreed to work with this company in August of 2022 for storm damage remediation. They dealt with my insurance company for months. They finally came out to do the siding in May of 2023. There are still quality issues that need to be addressed on that. I was told the gutters would be replaced in a few weeks. I kept getting excuses from **** who was in charge as to why the work wasnt being done. These included their guy who does gutters had broken machinery and they hadnt had any crews working in the area due to other work they have taken on. In late October or early November of 2023 I was able to contact **** and within a week he had subcontractors at the house to measure for the gutter replacement, siding replacement inside an enclosed porch, and drywall replacement from water damage. Winter came and went. Now we are in 2024 and I can not get ahold of **** or the company to have them finish the work. I already gave them the final insurance check and am just looking to have the work completed but I cant even get in touch with them.

• Initial Complaint

  Date:10/20/2023

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  The business forged my and my wifes signature on a check from my insurance company for services that were not completed.

  Business Response

  Date: 10/24/2023

  To whom it may concern:
  How's general contractors we rely on in Independence in order to fulfill some tasks so a third party was hired to pick up checks and we will investigate what happened with that final payment of yours.
  The work on your house has not been completed as far as I see here on your file we are missing to install black gutters and the garage door.
  However this was an insurance proceeds claim which meant nothing coming out of your pocket therefore you requested ridge vents on your house when your insurance only paid for turtle vents the difference is quite big money-wise. Your insurance did not pay for the garage roof and we did it. Your insurance did not pay for fascia underneath your gutters and yet we did it. Your insurance is not paying to remove and replace the gutters they paid for detached and resetting the gutters which is very different however because we wrote it on the contract we will go ahead and install your black gutters.
  You requested a black garage door your insurance paid for standard with no insulation garage door and you can see it on your estimate in the amount of $2, 828.13 we purchased the door and since black is a special order we painted it black at our expense. If you want an original black door it's a special order and you will pay the difference out of your pocket. So at this point we are willing to take our losses with what we've already spent on your garage door we asked that you are rational and not just someone who just complains and complains with no point what we will do as a solution is we will install your black gutters and we will reimburse you the amount of what your insurance paid for your garage door. Thankfulness for all that we have done for you is very appreciated and he sounds good karma to you and your family. I'm sure if you would have dealt with your insurance you would have not gotten anything through. So the amount of $2, 828.13 can be reimbursed I think it is a rational answer to your complaint.
  I will try to schedule your gutters ASAP if you accept this solution.
  Besides remember you did not pay your deductible.
  I find this as a very logical way to solve your complaint.
  Thanks ,*******************

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20761053
  
  I am rejecting this response because:

  Hello ****,
  
  I want to make sure I understand what you are proposing.
  You are proposing that you will be reimbursing me $2,828.13 and you will have a team complete installing the gutters.
  
  I understand that general contractors rely on third party vendors to complete tasks, but that does not excuse forgery and fraud. The third party vendor that your company solicited fraudulently reported to my insurance company that all work was completed which you confirmed above - it was not. Which is the only way that the final check was released and then one of your third party vendors fraudulently signed and cashed the check. Signing someone else's name on a check is forgery, which is a class "D" felony. 
  
  I am a reasonable person, but I hope you can understand my hesitancy to agree with anything you propose because of your companys history of honesty and integrity with this project.  You and/or your third-party vendors have not acted in good faith.  I have had a contract for services to be rendered since April 2022 now in October 2023 there is still work to be completed after a year and a half
  
  Can you understand why I would just want the final amount that your company fraudulently obtained plus the ******* and have another company complete the work?
  
  Please send me your direct email and phone number as I too want to settle this swiftly and open to dialogue on how we can move forward.  Please let me know your thoughts so I can close my complaint with the BBB and move forward to putting all of this behind us
  
  
  Appreciate your time,
  ***************************
  

  Business Response

  Date: 10/31/2023

  I am a very reasonable person and if you think we're following company that is just your opinion because we do things very well with very happy customers.. unfortunately some have always a wave on just focusing on complaints.. yes give us this week to do your gutters and get that reimbursement for the garage door you will not get the full reimbursement of what you originally requested because what has been done on the house is way more than what your insurance has paid and remember you did not pay your deductible and a side dog into this you also stole the insulation and put it in your garage.. so that's not pointing fingers out when there's other fingers pointing at us if you're reasonable and willing to come to an agreement regarding this matter you will get that reimbursement and this week I will have the gutter crew finish your gutters there is no more than just the garage door left remember that no more than the gutters and the garage door left for the job by the way your insurance did not pay for a replacement of gutters let's get that clear. Please scroll through your messages and go to the insurance estimate and you will see that your gutters were never covered yeah you are requesting without paying anything out of pocket. We will go ahead and work that out with you we have this week to do your gutters if you we do not do it then we'll reimburse you for gutters which I don't know where the money will come from because your insurance did not pay for that

  Customer Answer

  Date: 11/07/2023

   
  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,
  as long as I receive the check and have gutters completed within the week without the same contractor/individual I originally had the work agreement with. Thank you.

  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 01/16/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  

  I would like to reopen the complaint number ******** because they never resolved the complaint.  This complaint was originally made in October of 2023 with US Home Restorations suite number 200.  

  Thank you for your assistance in this matter.

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

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

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