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:09/23/2024

  Type:Customer Service 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 hired Red Umbrella Roofing for home repairs from storm damage. May storm. They were paid in full the insurance check June 27, 2024 for exterior repairs, roof, siding and interior work. Only the roof and 6 rows of siding installed incorrectly. All the seams were lined straight up and down in two places, instead of staggering the hardie plank boards correctly. On August 23, 2024 he told me he was pulling the crew off the job & to find someone else & that he was offended that I was telling them how to do their job. told me that if I was a professional to do it myself or tell someone else. (Via text) I told him I just wanted the siding installed correctly. On August 24th 2024 the contractor came to pick up all their work materials & they were pulled off the job. Insurance paid for almost 2,100 sq of siding and they delivered only 1800 sq ft. Contractor said it was to cut costs by lining up the seams. I called the owner and he didn’t answer my call. The contractor told me he just had him on the phone, so I asked the contractor to call him back so I could speak with him. Once he had the owner on the phone, he handed it to me & I asked him what was he going to do to make this right? He instantly started screaming at me & cussing me out “shut the f*** up b****” and then some! I told him to either refund the money for the remaining work so I could hire someone else to do the job or have his crew install it correctly. He cussed me some more screaming & said he wasn’t going to refund my money & he was going to do the job the way he wanted to, then hung up on me, & I haven’t been able to reach anyone from the company since. It appears I have been blocked from the owners cell phone & I get a voice recording every time I have called the office. My home is wrapped with paper sheathing now. September 20th, 2024. 1 month since any work has been done. Contract states refund 4 unfinished work
  Very unprofessional behavior from the owner.

  

  Business Response

  Date: 10/22/2024

  I do apologize for the delay in getting back to you. I was awaiting a response from the ******** ********* office regarding ****** ********* complaint. I can give you a brief explanation of what has transpired with this project. ** ******** hired us to satisfy an insurance claim on her property. From day 1 this client was very hard to deal with. Therre are certain guidelines we have to abide by when handling these claims. ** ******** wanted to have special materials and services that were outside of the insurance scope of work almost being unreasonable at times. I came up with solutions for her property in which she agreed on. We started performing the repairs to her home beginning with full roofing services  that included a lifetime warranty 30-year roof. Her original roof was 20 years. We completed that portion of the project and moved on to the siding in which she got upgraded to a Hardie board style siding. This is where the problems really started by *** ******** telling us we didn't have enough materials in which we did. We do this every day and know how to order out materials for jobs. She continuously harassed me and my workers while we were trying to install the siding. Making it very uncomfortable for my workers. She was telling them I don't pay them enough. Also getting into our company business and also telling my men that have been installing for years and for me as well, how to install siding. I told *** ******** to please leave us alone and we will make sure her home looks amazing. We have a great track record for doing amazing work to high end properties. She continuously harassed me and my workers so i politely told her that if she doesn't leave my men alone, we will have to pull away from the job. *** ******** is impossible t work for. My company has receipts  for labor and materials spent on her home. The materials for siding were left behind on her property so she could have it installed. I'm not really sure of a solution here as we do not and cannot work for *** ********. Please let me know what you would like to see happen here or any suggestions.

   

  I do believe a mediator would be beneficial.

  Best,

  **** ***** ,owner

  Red Umbrella Roofing

  Customer Answer

  Date: 10/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The contract from Red Umbrella clearly states to return funds for undone work & the work has not been completed **** at Red Umbrella is paid in full &the work is inferior &incorrect He is taking advantage of me in hopes of keeping the funds The materials are less expensive than insurance paid for leaving extra funds Insurance paid for alum siding It costs more than hardie plank that was delivered **** said he would show up on the sight& I would be working with him directly He hasn’t been on sight 1 time This project requires lots of communication colors materials scheduling & costs of supplies The partial work completed is installed incorrectly I called **** regarding this issue & he screamed yelled &cussed me on the phone when I asked him how was he going to make this right He wouldn’t accept my call very unprofessional from the owner of a company The contractor overseeing the job called him from his phone so I could speak with him I haven’t heard a word from him since He pulled the crew off the job in hopes of stealing the money Siding boards are to be staggered when installed not lined in a straight line I told **** on the phone that he would need to do the work properly or return the money so I could hire someone else He said he would not return the money & haven't been able to reach him since that day I am asking for money to be returned so I can complete the work My requests are not unreasonable &I never harassed him or his crew Communication is simply part of the job& might not always flow perfectly if this is what he calls harassment so be it The work needs done by someone competent That isn’t too much to ask Mediation is unnecessary in this case as his contract clearly states the funds would be returned for any undone work This refund should be a simple transaction &done in a timely manner. **** is simply trying to take the money and not do the work.
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:03/12/2024

  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.

  I signed a contract on 8/4/2023 to have our hail damage repaired by Red Umbrella Roofing. I was told that I would owe no more than my policy deductible. In my contract it clearly states two times that the only out of pocket from the homeowner is the policy deductible. The rep reviewed my policy documents and insurance estimate before offering the contract document with the clause that I would only owe my deductible.
  
  This is directly from the signed contract:
  
  "This agreement is for the removal and installation of a new roof, siding,
  gutters and interior ceiling repair on the primary dwelling according to the
  approved insurance scope of work. Any rotten or damaged wood will be
  an additional cost as listed above. Outside of those possible amounts the
  only out of pocket from the homeowner is their policy deductible"
  
  As well as this:
  "I (Property Owner) agree to allow Red Umbrella Roofing to perform all repairs as described by the insurance company at the prices determined by the insurance company with NO additional cost to the property owner except for the deductible"
  
  The insurance company paid all but $3320.20 ($1000 of that is my deductible). The remaining $2320.20 is labeled non-recoverable depreciation. That is the amount the company is asking me to pay even though the contract does not mention anything about amounts not paid by insurance.
  
  I have tried working with the company and explaining my position, pointing out the terms of the signed contract.
  They apologized to me that I was misinformed by their rep, but still insist I pay the additional $2320.20 over what I agreed to and what I was told when I entered into a contract with them.
  
  They did an outstanding job on all repairs, and I am very happy with the work they did, however I don't feel they are honoring the contact as written and agreed upon.

  

  Business Response

  Date: 03/22/2024

  As the owner of Red Umbrella Roofing only discourages me to hear you have had issues with our transaction.  We are happy to adjust your billing since the contract wasn’t explained to the client properly.  Normally , the client would be responsible for these fees but our rep failed to bring it to the clients attention.  It wasn’t handle properly on our end.  We can adjust billing and send a paid in full receipt if everything has been collected other than the “non recoverable depreciation “.  It’s unfortunate that these insurance carriers place these clauses on policies.   If we could adjust billing , would the client be willing to leave us a positive review and we can close this out ?  We are very sorry for the inconvenience and non explanation of your paperwork properly.  We are happy that the property project turned out so nice.  Thank you. 

  Customer Answer

  Date: 03/25/2024

  
  
  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,
  
  
  
  ******** *******
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:11/06/2023

  Type:Order 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.

  We hired Red Umbrella (RU from here on out) when they offered us a no-cost assessment for hail and
  wind damage. We signed a contract for them to replace the roofs on our 3 buildings (house, pole barn,
  and shed) on May 26, 2023. House and shed roofs (shingled) were installed on June 1-2. While RU rep,
  ****, assured us that he would inform us of the date of the supply delivery, which was supposed to
  occur on the day prior to installation, RU failed to inform us, and we were awoken by a roofing crew at
  7am on 6/1, who needed us to move our cars so that they could install the roof that day. Prior to leaving
  for work, I went out to walk my dog. When I returned home, one of the workers was yelling suggestive
  commentary at me in Spanish and English (I am bilingual). I reported the worker to ****, who stated he
  would speak with his boss. The crew was still working when I returned home from work. The crew
  worked until well after sunset. Due to receiving complaints from neighbors regarding noise and due to
  safety concerns, I asked the crew multiple times to leave and return the next day. I also attempted to
  reach RU via text and phone call multiple times with no response. The crew did not leave until nearly
  11pm and only then did they inform me that they had run out of materials. I texted the rep to inquire if
  this would delay completion with no response. The shingled roofs were completed on 6/2. I discussed
  my concerns with owner, ****, at the office on 6/2, and **** assured me that from that point on, he
  would oversee our claim. **** also informed me that the individual who had sexually harassed me had
  been terminated. Shortly after the shingled roofs were installed, I began speaking with **** about the
  work to be done for our barn roof. Installation of the metal roof on our barn was scheduled July 6. After
  the crew still had not shown up after noon, I called the office multiple times, and **** and office worker,
  *******, could not tell me where the crew was. The crew showed up late in the day on 7/6 (about 2
  hours prior to sunset), and one of the men divulged information inappropriately that he was late due to
  his wife taking out a restraining order against him that day and kicking him out. I was home by myself
  and felt very unsafe. After the crew left, I went outside to look at the work, and noticed that the metal
  extended at least 10-12 inches past the barn wall. I contacted **** to inquire if anything could be done
  as we had previously spoke in person about our intention to hang gutters. **** came out to the house
  on 7/7, and kept going back and forth on whether the length could be trimmed or whether the eave
  could be “built out” (neither of these options have occurred as of 11/4). The crew also returned on 7/7
  to finish. However, RU failed to ensure that enough metal had been ordered so only half of the roof was
  completed. I requested updated information from multiple times over the next couple of weeks. ****
  stated that they needed to request a supplement from the insurance. When on 8/1, I had not heard
  anything from insurance or RU, I called the office, and spoke with ******* who stated that her boss
  “thought the job had been completed.” I was reassigned to rep, ****, who stated he would come out on
  8/4 to take pictures. As of 8/24, I had not heard from **** again so I reached out to inquire on the status
  of the supplement. **** called me and told me that he had not been working on the supplement
  because he had been working on a problem with a home in Georgetown in which the contractors
  “abandoned the job.” He asked permission to come out to take measurements, and I approved this. After
  the phone call, I texted **** to remind him of our intention to hang gutters on the barn and requested
  that he measure accordingly as the first half of the barn metal is too long for gutters. **** acknowledged
  this text, stating, “10-4.” **** submitted for the supplement on 8/29. I asked **** for status update and
  if the materials had been ordered yet on 9/6. On 9/12, I informed **** of receipt of supplement check
  and he requested a meeting with my fiancé and I. I informed him that we both would be home on 9/15.
  **** came out as discussed and reviewed the work to be done with us, including covering a stretch of
  exposed plywood with a metal material. We were in agreement to this plan. **** informed me that an
  additional supplement would be needed on 9/19 via phone call. Additional supplement was approved on
  9/22, and **** informed me that materials were being order and to expect a 2-2.5 week turn-around.
  **** texted on 10/9 to inform me that “materials should be in this week.” On 10/13, **** informed me
  that the metal panels still were not ready. On 10/16, **** stated that the materials were now estimated
  to be ready on 10/19. **** also stated that **** would be trying to set up installation for 10/20. When
  the materials did not come on 10/19, I texted **** to inquire regarding status. **** stated that the
  materials still were not available. I also texted **** to tell the suppliers that they should use the alley to
  drop the materials behind the barn. As of 10/20, **** stated he was “waiting to hear back from our
  supplier. He’s running it down.” I inquired for update on 10/23, and **** said that the materials would
  be in on 10/24. Morning of 10/24, I inquired what time we could expect the materials, and **** said he
  would pick up the materials but that they would not be delivered to our home. **** then said that the
  materials would be delivered on Thursday (10/26). On morning of 10/26, **** texted that the materials
  were in and that he would let me know when the job would be scheduled. I inquired regarding why the
  materials were not being delivered as **** had said. **** texted back, “I knew it came in but I didn’t
  kno he said it would be today…I’ll clear it up and call you tomorrow morning.” **** did not call the next
  day, despite me reaching out to let him know I was available to take a call. **** texted on 10/30 that the
  materials would be delivered on 10/31 and then “roofed Wednesday.” Materials were delivered on
  10/31 while I was at work, and **** texted to confirm, stating that roofing was now anticipated for
  Friday (11/3). I sent **** screenshot of conversation with ****, stating that install would occur on 11/1.
  **** stated, “I’ll talk to ****. I wasn’t aware he was also communicating with you.” When I returned
  home from work, I found that the materials had been dropped in the front yard rather than in the back
  of the barn. I had just overseeded my yard a week and a half prior to this, and it had rained several days
  prior to the materials being dropped off. Due to apparent lack of communication with the supplier, my
  front yard had tire tracks from the supplier driving in my wet yard. I called RU office on 11/1 and spoke
  to **** to express my discontent with being told multiple things by multiple staff and instructions being
  disregarded, resulting in damage to our yard. When **** blamed the supplier and took no accountability
  for his team, I informed **** that following the completion of the roofing installation, I would like to
  discontinue services with his company. **** then stated that the exposed plywood still should be
  covered. I informed him that **** had suggested covering it with metal, and **** stated, “Well I told
  **** that would not look right because it would be wavy.” I informed **** that this change had not been
  discussed with us, and **** offered soffit siding instead, stating that he would have the crew deliver it
  on the date of installation and that he would not charge us for this. I verbalized agreement. Following
  the phone call, I sent picture of the tire tracks to **** and informed him that I would like to request at
  least partial refund (decreased billing) for services due to the events that have transpired since May
  2023. Installation of the second half of the barn roof did begin on 11/3. When I drove home for my lunch
  break, half of the panels were already installed (as of 12:49pm). However, despite having 6 hours left of
  daylight, the job still was not completed. I inquired to **** about this via text, and he stated the next
  day that they did not have enough material to complete the flashing for the peak of the roof. Per ****,
  the crew will return to finish on 11/6. 

  

  Business Response

  Date: 12/05/2023

  We are scheduling a time to meet with the client to go over job details and items per insurance scope that were completed vs. not completed. We would like to add some work was performed outside of original work scope such as siding on garage which we are not charging for . We also updated all metal trim on shed to do it the proper way which insurance scope did not allow due to the original style roof that was on the shed prior. There are some repair items on the scope we did not perform in which those items will be credit back.  There shouldn't be any credits other than those items. Currently the meeting is set for Thursday at 4:30 Pm but we contacted the client to change the day/time due to myself the owner having a medical procedure that popped up for that day. Also *******, the assistant manager will not be available. I'm sure we can get this resolved easily. We do apologize for the inconveniences. Most of the timeline issues were waiting on materials and waiting on the insurance carrier to approve the shed. We cannot do work until it is approved. We don't not have any control over the insurance company and how fast they send out approvals. We are at their mercy. I hope that portion is understandable. We are a small business and these small issues and complaints could put us out of business. Its not easy running a business these days. There's a lot going on in this world and we are affected like everyone else.

  Thank You

• Initial Complaint

  Date:04/02/2023

  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.

  Company was hired to do storm repair to roof, siding, garage, carport. Company asked for entire insurance check up front before work was started and without a detailed estimate. Asked for detailed estimate several times and did not get one. Carport repaired without a permit and not to code. Inspected by New Albany building commissioner with letter stating it was not done correctly. Asked company to stop work, issue an estimate of work done, and issue a refund of insurance funds not used. Also asked for refund of carport work as it was not done correctly. Company over estimated work already done to keep more insurance money, and would not refund any refund for carport done incorrectly despite letter from building commissioner. Work started in December 2022 and company asked to stop work January 2023.

  

  Business Response

  Date: 04/03/2023

   Greetings to all,

  As far as the start of this insurance claim, The insured ***** ****** hired us on contract to assist in getting a full approval for damages sustained to her property from a hailstorm. Originally the insurance company took advantage of *** ******* by only approving for an amount of around $3000. Our company found this to ridiculous as the damages to the property were substantial. The company rep Gene Sparks was contracted and hired to mitigate with the insured's carrier, Eventually, after weeks of calls, emails and meetings we were able to get approval for full replacement or repair of all damaged items on property totaling over $40,000. After receiving full approval, we proceeded to contract with *** ****** to perform the replacements and repairs. *** ****** agreed and contracted us to satisfy the insurance claim with a few changes or updates such as the metal roofing to a full 30-year lifetime warranty product by ***** ******* and updating the walkway   The laws and regulations for insurance claims means that the proceeds are to be turned over to the contractor to start the project and a portion is to held back until the project is completed. Pocketing funds and "profiting' from an insurance claim are prohibited by law so All allotted funds are to be used to bring the property to or better than pre damage condition.
  

  Customer Answer

  Date: 04/04/2023

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

  My daughter *** is my POA and also was the one who initially hired this company for repairs. When the company would not provide an itemized estimate for repairs she became very suspicious. She also was told by ***** **** that the first payment in its entirety should not have been expected up front, especially without an estimate. The repair of carport was done with 2x4s which is unheard of. That is why building commissioner was contacted and agreed it was not done properly and will now have to be completely redone. This was when they were asked to stop work. No one is trying to “pocket money”. An estimate should have been provided upfront; period. My daughter wanted to make sure I was not being taken advantage of. The facts are in the letter from building commissioner. They did not get a permit which was required, and it was not done properly.
  
  We are prepared to fight this legally if needed due to we now have to pay additional money to have the carport redone. 
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 04/07/2023

  I emailed a continuation to my response due to the size of the message to [email protected] I provided the complaint number in the subject line. Are we able to retrieve that portion of response?

  We spoke to ** ****** yesterday via text. Just to be transparent, she is the one filing this complaint and submitting these responses. We honestly have had no business with *** ******. The car port, there is no written codes showing 2x4s are wrong for the carport structure. In this area, 2x4s should be fine. 
  They base codes like this on weather events that could happen.  this area we aren't known to get above 8 inches of snow. 2x4s are the strongest board to use that is feasible for that structure. *** ****** also said if "we pay $3000.00 she would take the complaint down. She has been very unreasonable over this "money" situation. We handle all claims the same. The checks goi to the contractor for work approved by the insurance company.  In her case she is complaining because she wanted to pocket her insurance funds. Which is against THE LAW. Furthermore, I believe she needs to read the insurance laws regarding this. We have done nothing wrong or out of the ordinary here. If you check our history, we have always performed insurance work the same way, which is the right way.

  Customer Answer

  Date: 04/07/2023

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

  This company is very disrespectful towards my daughter who I rely on for all my financial and business transactions. We have detailed estimates from new contractor that to fix carport it is $3000, and to completely redo it the right way would be $6000. We now have to pay that extra money because it was not done correctly, that is why when asked to take done a honest, but derogatory google review, we asked for the money.  We had asked for this money before from them because we knew we would have to pay to fix their mistakes. We do get over 8 inches of snow in this area. The carport is already sagging. 
  To be accused of trying to fraud insurance I can assure you we have detailed estimates from new contractor  that will show we are not pocketing anything. I also have a ton of texts I sent to Gene asking over and over for a detailed estimate from them that they promised over and over and  NEVER provided to me! So who is committing insurance fraud here? We are upset with the false accusations and unprofessional way this company does business and we will at this point seek legal representation. 
  
  
  
  
  Sincerely,
  
  
  
  Betty Monroe

  Customer Answer

  Date: 04/24/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  In reference to complaint ID .********* , I agree to participate in BBB Mediation.

  
  

  Regards,

  
  

  ***** ******

  

  Business Response

  Date: 05/01/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  In reference to complaint ID *********, my company is willing to participate in BBB Mediation. We would like to talk directly to our complaint agent if possible. Are we able to have a conversation before moving forward?

  
  

  Thank you.