Complaints

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• Initial Complaint

  Date:06/05/2023

  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.

  With months of communication, company refuses to be compliant (per insurance needs and laws) by not sending itemized breakdown of roofing costs, work, and expenses. Claim in unable to move forward and be settled due to this issue. I am a senior and I feel they have taken advantage of me. Insurance company said per law, they are unable to proceed without this information.

  

  Business Response

  Date: 06/11/2023

  the approved total approved by the insurance company is $25,784.32.

  As you can see on the 1st page of the agreement with ************************************************, she agreed to pay the insurance approved total, minus ******* for the painting we were not doing and 200 for the electric and labor we were not doing. We sent in the Certificate of Completion for the total approved amount, since she said she was going to take care of the painting, so that her insurance would pay her those funds. She paid ** ******* on February 16th and ******* on April 27. She claimed that vehicles, not owned by Local Quality Roofing damaged her backyard. We requested her to get estimates for the work she said needed done and we credited her ********* based on her highest estimate she sent us and we have filed a claim against the owner of those 2 vehicles, that she said caused the damage in her backyard. Even if you total the *******, ******* and ****** it only comes ** to ********. The contract states that she would pay the insurance approved total 25,012.25-*******-200=20461.12. This shows she still owes us 284.87.  I don't know what she want's from us. I do not believe it is *******. I believe it is her daughter *******, who is failing to understand that the **** deductible is their responsibility to pay and not our nor the insurance companies. Please let her know, if she chooses to pay her remaining balance, she can mail a check or pay by cc. We did not even bill her for the 12 sheets of decking we replaced, even though, she was supposed to pay for each sheet, material and labor, after the first 6 per the signed contract. We did not charge her for this, because we were trying to help ***************** out. This actions, we believe are all Malania, who is not on the contract and that is why we have not pursued the balance owed on the job from ******************. Please review the contract, as it shows what she is credited for, from the insurance total. God Bless, Sorry for the delay in getting this back to you, but I wanted to give it the attention and attach the attachments, to help clarify the details for you. 

   

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20137319
  
  I am rejecting this response because:

  On behalf of my mother, *********************************, and as her authorized rep who local Quality Roofing has been dealing with since they first came to our home, I am assisting my mother with this complaint.  If we look through all the roofing jargon and nonsense, the estimate from the septic company was $12, 650 o the credit they replied my mother received is below cost noted.  In addition, you can call and speak with my mother, *******, and she can explain her complaint also.  It should not matter who wrote it.  However, if you contact *****************************************, you will note that they will not close out claim for roofing and proceed with the paint claim (which is not in question) until Local Quality is in compliance with sending in a expenditure sheet of what they did, how much the roof materials cost, etc.  I believe that they are not willing to comply with a required legal need because something is not adding up.  If the contractors,who drove the trucks, were not apart of their business then why were these people on our property doing work with their personal vehicles.  All my. mother requests is that local Quality Roofing submit the required expenditure sheet to show the work they did only, not anything else the owner, ***, is talking about.  Be professional.  Be compliant.  If we are really going forward, they still haven't sent their landscaper to the property to fix the damaged land their workers made.  We are still waiting on that process.  So look at the difference in the amount *** is saying they gave for damages minus the attached estimate for damages from the contractor, who we cannot hire until they do their part.  The math is not adding up.  In addition, you will see an draft or an estimate, this UPCI is seeking from them.  They said most roofers use the program Edge Estimator and it's simple, but they know that roofers become noncompliance when they have received most.of their money.  Guess we'll try to recover from the workers, they hired, since  the new claim is it was not their company trucks.  However, roofers have insurance too.  My mom would like her land repaired, per ***'s conversation with my husband and I at his cost per his word.  Also, the difference in monies to pay *********************** and the expenditure sheet sent to UPCI so they can close the roofing claim and we can move forward with the painting.  Nothing can move forward without that documentation per the INSURANCE COMPANY.  Looks like maybe Local Quality doesn't understand the insurance side of things and is just taking advantage of my mom and since I am her rep and we live together, I do assist her.  Your company wasn't too standoffish when all the contractual stuff was being discussed with me.  

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

  

  Business Response

  Date: 06/12/2023

  Our contracts and attachments were produced by Attorney *************************. I am more than willing to connect my attorney and her attorney to work this out. We have done nothing but try and resolve this with her. I have attached the email offering to meet her and she responded  with a *************, but told me that I did not need to come, that she was perfectly fine meeting ********** her sales rep, from my company. I informed her that after the work was done, in their backyard, caused by a subcontractor we hired, that I would send a landscaper to put sod in the area, where the grass was damaged, because in her estimate, she provided to us, which I have attached they were gong to have to do some digging. I have requested a receipt for the work done and she has not provided that, so I have not sent a landscaper. I do not know this company she got the estimate from, nor have I even talked to them She sent this to us, via email and said this was the expense to fix the damage caused she said was caused by some sub contractors we hired, in her yard. I gave her that amount off of her total owed for the roof, with a breakdown of all of the costs. We turn in the same pre-printed Certificate of Completion after every insurance job and only change what goes in the blanks and the insurance companies always send the final payment. I have done roofing for over 20 years, almost 25. Prior to this, I have never had a complaint filed with the BBB. I want to resolve this and I would love to schedule the landscaper as soon as the work is done, which we have paid for ******, which we took off of the balance, as soon as we are provided with a receipt. 

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20137319
  
  I am rejecting this response because:

  If one had business and personal integrity, honesty, and transparency, an attorney should not have to get involved.  Attorneys weren't involved when we discussed the roof replacement and should we decide to proceed further, it will be outside of an attorney (in an effort to not waste more time and money).  However, let's just stick straight to the facts because all the other overlapping jargon and conversation is irrelevant to the issue of the damage to the sewage line we had, not receiving all the money to hire the contractor (***********************) due to 1) lack of company compliance with *****************************************, 2) shortening my mother from the $17,058.30 check, and 3) not sending (per the roofing owner's, ***'s, word his landscaper to repair the damage where his "now shared" subcontractors damaged working under the guise of his company Local Quality Roofing.  

  Local Quality received (2) checks:  One for $6310.08 and the other for a little over $2500.  When ********* asked us to deposit the check and let it clear.  We did.  He said the balance we owed was $6310.08.  My error for not counting the difference between the $11,650 to the contractor, out of $17058.30, and the balance of what my mom was told she owed Local Quality.  The difference is $901.78.  That is what she still needs to hire *********************** to complete the repairs per Smithfield Inspectors.  No we did not allow *** to immediately send his landscaper out to cover up the initial damage because one could clearly smell f**** (since his workers damaged the lines).  When he spoke to my husband and I, he said to let him know when and he would send someone out to take care of it.  That has nothing to do with the new lines having to be redone and another area of our land being dug up due to his workers damage.  One area of damage has nothing to do with the other.  She still is short $901.78.  

  Finally, in order to close and settle the roofing part and disperse any owed monies, Local Quality would have to be in compliance with insurance laws and send it that expenditure. I am unsure as to why they fear turning in information on only the work that they did.  No, we did not hire your company to do anything else because your workers already caused enough damage and the fact that you are now saying they are subcontracted (passing the blame) is even worse.  The lack of integrity.  

  Recourse:  All my mom asks is that they send out their landscaper to repair the damage already done (we have lots of pictures) at their expense, per his word, send her the $901.78 so she can get the contractors to come out to place the new sewage line out, and send the insurance company their breakdown (of what they did only) so that we can wrap this up and be done with it all.  

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

  

  Business Response

  Date: 06/15/2023

  I am sorry that you are confused in this process. 

  The insurance approved total is $25,784.32 and on the first page of the agreement with the ****** and ******************************* the ****** said she was taking care of the parts that were annotated on the front page of the legal agreement and she was given credit for those amounts. $******* for painting and $200 for electric and Labor. Those amounts deducted from the insurance approved total is what our ****** agreed to pay  ($21,233.19).  She has given Christian ******* for $6310.08 and ******* leaving a balance of $12,421.94. We gave you credit for the amount you said was owed for estimate from the sewer company you said you were hiring. for $11,650. The balance owed to Local Quality Roofing is $771.94.  We have already said we would take care of the grass that was damaged, as we have pictures as well, where the sub contractors 2 trucks were stuck, as soon as you upload a paid invoice that the sewer work is complete. Because if we pay a landscaper to go take care of the spots that the sub contractor damaged when he got stuck, the sewer repair company will dig those same areas back up when the do the work. I am sure you have already had the work done, as the insurance company said they have already mailed all funds due to the homeowner, to the homeowner. We have no way of knowing if that is true, as we have no access to your mail or their mail. The total they would have paid you would be the total approved $25,784.32 minus the deductible, which is the policy owners responsible to pay.  Please let us know when you have the paid invoice from the sewer company and inspection from the county, who you had out to inspect the damage, showing the work is complete, so that we can send the landscaper and we can be paid the remaining agreed on balance of $771.94

  the approved total approved by the insurance company is $25,784.32.
  As you can see on the 1st page of the agreement with ************************************************, she agreed to pay the insurance approved total, minus ******* for the painting we were not doing and 200 for the electric and labor we were not doing. We sent in the Certificate of Completion for the total approved amount, since she said she was going to take care of the painting, so that her insurance would pay her those funds. The insurance told ** they had received the certificate of completion and needed nothing further from us.  We have not contract with the homeowners insurance company and therefore they can only put requirements on those they have a written agreement with. We replace approximately 250 roofs a year and no one else, since I have done this in 2013 has had an issue with the Certificate of Completion, which you have a copy of, as well as the ****************** besides this address. 

   

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20137319
  
  I am rejecting this response because:

  What it all boils down too is integrity and compliance.  Local Quality Roofing sent an original estimate that differs from what they actually did.  Please see attached snapshot of the email for what is needed by ***************************************** to complete the roofing claim.  Your first estimate was over $25,000.  You then sent them the *** along with a letter for a little over $20,000.  They are questioning the difference.  Any reputable business would just send over the breakdown (see sample attached of what they are looking for).  

  To alleviate what you are claiming about the insurance company saying they needed nothing else and trying to shame my mother and I to make ** look like we don't know what we are being told, the insurance company asks that you call them.  ************.  They suggested a conference call between Local Quality, BBB, and **.  

  You are making this out to be way more difficult than it is.  All you need to do is show your work for what your expenses were and what you did only.  We're not talking about any painting, any deductibles, contracts singed, and this or that.  Just send in the itemized breakdowns, unless there is something illegal or fraudulent happening that we are aware of.  Just know that all monies still needing to be paid out are being held up by this and the contractors for the damage (your workers caused) cannot be hired until you send in what's needed.  

  And go ahead and send out your landscaper to fix the initial damage.  My mother needs a date and time so someone is here to ensure nothing else is damaged.  Pleas advise expeditiously. 

  Should the resolution requested not be met, we will take further action.  This is surely taking advantage of the senior population.  

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

  

  Business Response

  Date: 06/16/2023

  I am in a third world country and have limited internet access and zero phone service. i will be back in the ****, God willing, on the 21st. I have attached an addendum to the **** as well as the *** again. I have never had to type an addendum to the **** but I am actually starting to believe that maybe the email address on the insurance approved paperwork, the scope, was only for the inspector and they did not upload it into the insurance files. Because I have never had to send in any additional paperwork for an insurance job. I have requested in the addendum that they email me directly for anything additional they need. 

  As for the landscaper, please let me know if you/******* is ok with him putting sod in the 2 areas they trucks were stuck. Sod requires to be water often, if done in the summer or he can be scheduled in the fall. That is totally your choice. If that is all that is remaining, that you would like from us, to pay your remaining balance and you do not want us to wait until the repairs are done and you are not going to ask us to do additional work on that landscaping later, I would love to work with *******/you and get this resolved. The most any insurance company has every requested besides the Certificate of Completion, which is the industry standard, is pictures of the finished roof. In your case, you had money approved for painting, so they may ask for pictures of that, but any time they have asked me for interior pictures, I have told them that I will not take interior pictures, as I believe it violates the privacy of the family who lives there. And they have always been ok with that. I have reattached the insurance scope. If you want to schedule a 3 way call, I can do so on the 21st or later, as I will have phone service back then, as long as I am able to return from the *********. (we travel to do mission work in other countries to help them). 

  Our CPA is asking for the paid invoice to the ***********************, for the $11,650 we credited you from this job, whenever you get a chance to send it, it would be greatly appreciated. 

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20137319
  
  I am rejecting this response because:

   
  Complaint: 20137319
  
  I am rejecting this response because:
  While this sounds spiritual, your *** has nothing to do with this.  You did not credit or give my mom $11,650.  She is still short between the two checks and difference we had to give you.  Shortage is the $901.78.  You can advise the *** of the shortage and can make the check out to ***********************.  If you thoroughly read the messages, you would know that they have not been hired yet and are waiting on my mom to get the difference owed to her, from you.  This is wasting time for us to keep going back and forth.  Wasting time to get this work done.  WRAL here we come because this is ridiculous.  Just say this is less than honorable and to think I tried to give you the benefit of the doubt before going thru all this.  It's tiring sir.  Just give her the $901.78 so we can be done with the sewage part. 
  Secondly, send a landscaper out here asap.  Someone is here everyday.  These are deep grooves so it's gone need more than sod.  See a few photos.  We don't want to wait any longer.  There are tire tracks, deep holes, etc.
  You can call the ***************** yourself and see what they need.  Still wasting time. 
  Ill call the insurance company to see if they received what's needed. Again, the are requesting this information because your original estimate doesn't match what you are now saying.  
  Resolution:  Landscaper asap, $901.78 back to my mom, and documents to UPCI to resolve roof repair.  
  
  Sincerely,
  
  *********************************/**********************;

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