Complaints

This profile includes complaints for Liberty Restoration, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Liberty Restoration, LLC has 7 locations, listed below.

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  Liberty Restoration, LLC

  1840 Progress Ave Columbus, OH 43207-1725

• 

  Liberty Restoration

  7311 Valley View Dr Seven Hills, OH 44131-3435

• 

  Liberty Restoration LLC

  3461 Ringsby Ct Ste 150 Denver, CO 80216-4945

• 

  Liberty Restoration, LLC

  902 Virginia Ave Indianapolis, IN 46203-1706

• 

  Liberty Restoration, LLC

  2409 Commerce St Houston, TX 77003-1530

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:06/21/2023

  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.

  I hired and signed a contract for my homes roof to be replaced. I entered into this agreement in November of 2022 and gave a deposit of $7088.08 on December 14th of 2022. I was told my roof would be replaced in April or May 2023. April and May passed with no contact. I called at the end of May and was told I was on the schedule for June 5, 2023. June 5th passed without contact. I called again and was told I am scheduled for June 21, 2023. June 21st arrived with no contact so I called and was told that they will call back sometime with another install date. I called my city building department and they said that the business was licensed in the city, but no permits had been pulled and told me that I should notify the BBB. I believe that they are doing this to dozens of homes in my community. My homeowners insurance is asking if the job is complete, since this is a claim from storm damage. The original representative that I and my insurance company worked with is no longer working there and I don’t know what I am to do. I do not have money to hire another company since they are in possession of much of my insurance money.

• Initial Complaint

  Date:06/15/2023

  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.

  We had roof damage June2022. We contracted Liberty in Oct (we were told we had to wait for the insurance to approve the claim). Oct 27th, we hired Liberty to replace the roof, and also install new siding and gutters. We put a deposit of $7500 down. We signed with the understanding that the job would be scheduled for February 2023. We attempted to contact them several times through the winter of 2022 about scheduling, but our calls and emails were repeatedly ignored. In February we were told there was an issue with siding materials but that we would be scheduled in 6 to 8 weeks. No explanation was given for the roof not being scheduled. In March/ April we were told another 6-8 weeks and that they could do the roof anytime but wanted to wait to do all of the project at once. They said the materials were in and we would be scheduled but that there were other jobs ahead of us. They never called to schedule and our messages were ignored until we threatened to cancel our contract. Josh (the owner?)then called us and began making multiple excuses about scheduling. At one point he didn't even know about the flat roof that was being replaced or a window that they were supposed to replace which did not make us feel confident in their ability to handle our project. All of May we were told we would be scheduled next week, then the week after that... They promised we'd be finished ahead of a party we are hosting on June 24th, but this week again pushed out our job, this time due to weather. In early June I called Josh and told him that we wanted to cancel our contract. He threatened to sue me for damages. He also said he would drop the material in my yard and I could "deal with it". He then scheduled the roof. The roofing crew showed up unprepared for the project, delaying the roof another 3 days, which then gave him the excuse to move out the rest of the project. We do not wish to support this business or give them money for a job they have not delivered on as promised.

• Initial Complaint

  Date:06/14/2023

  Type:Order 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.

  Signed contract for roof replacement for $26,900 July 30, 2022. Work not performed. Cancelled, but will not return my deposit of $13450. Will not respond.

• Initial Complaint

  Date:06/09/2023

  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.

  Liberty Restoration put a new roof on my house 16 months ago. On Friday night, May 19, 2023 it leaked. I called them Monday morning 5/22 at 8:45 and requested they come and make repairs. They said they would get back to me. Finnegan called later and said someone would come out Tuesday or Wednesday. On Thursday Chris came and said he would have to get materials and come back to do the repairs.
  He never came back. On June 8 i spoke with Finnegan and he assured me he would come late Friday. He did not come. It has been 19 days of excuses. I
  There is a risk of further damage to the interior of my house when it rains as predicted this weekend.

• Initial Complaint

  Date:05/15/2023

  Type:Order 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.

  I gave this company a deposit last year to start on my roof and almost a year later nothing has been done. I talked to a Micheal D***** and was told I was going to be issued a refund. As of today, this guy hasn't answered none of my calls nor emails. No refund. I paid this company $5,683.03. I JUST WANT MY MONEY BACK!!!

• Initial Complaint

  Date:05/09/2023

  Type:Delivery 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.

  Consumer paid the supplier to repair her roof and the supplier has not started the repair work.

  Business Response

  Date: 05/18/2023

  Customer received a check for the full refund in the amount of $3,960.30.  Customer then went to cash the check and said that is over the banks limit to cash since he was not a customer of the bank. Customer then requested it be broken into two checks, which we did.  The bank refused to cash those checks on the customer's behalf because the customer wasn't a customer of that bank.  Customer can simply deposit the check in his own personal account but Liberty has zero control over banking policies of other banks or the policies over his own bank. 

• Initial Complaint

  Date:05/07/2023

  Type:Customer Service 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.

  This company agreed to repair my roof. They told me they would contact me in the early spring to get on the build list. I've been calling for months with no reply. I've already paid for a large portion of the repair (they required a down payment for the price of materials), but they are no longer responsive. At this point, I'm not sure what else to do. The BBB is one such recourse, but I'm sure my bank and attorney will need to know so as to apply the necessary pressure.

  Business Response

  Date: 05/09/2023

  This job is scheduled to be completed the week of May 22.  Obviously weather could move it slightly earlier or later and we will confirm the exact date next week once we are closer to the start date.  We will also email the customer standard instructions on how to handle the day of the build, as well as reach out to customer to discuss the final billing process with the customer's insurance carrier.

  Customer Answer

  Date: 05/10/2023

  I am rejecting this response because: I have yet to receive an email or phone call directly from the business regarding this action.  What is more, their promise to email me sometime next week with a standard email falls outside of the deadline I've been given to reply to this response.

  If, indeed, this company has scheduled our roof repair for May 22, I would like direct contact from this business before that time along with an explanation regarding why my previous attempts at communication have been, to date, neglected, avoided, or otherwise dismissed.  I had to reach out to a former employee of the company to understand why their previous record of reliability and, at times, OVER communication had shifted entirely to the opposite extreme.  I would also like to understand why a formal complaint with the BBB was required to receive an indirect response.  

  I will be happy to revise or amend my complaint against Liberty Restoration upon satisfactory completion of the project.  I am eager to see the matter resolved, but am hesitant to take this company at their word that they have scheduled the repair and will reach out with further communication.  

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

  Business Response

  Date: 05/18/2023

  I just left a voicemail for this customer and informed them of their build date the week of Memorial Day, we provided him a direct contact number and will reach out one week from today.

  Customer Answer

  Date: 08/02/2023

  Good morning. My complaint (#********) has been resolved. The roofing company, which in our last correspondence promised a build date in May, just completed the project at the end of July. I can fault them for poor communication, but they have completed the work. Thanks for your assistance.
  ** ***** ********************

• Initial Complaint

  Date:05/02/2023

  Type:Customer Service 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.

  I first had Nolan H******* do the claim with my home insurance company called ******* select back in October. It got approved that the home insurance sent me a check of a little over 2K that I turn in to them to start with process and buying materials. That Noah quit? And they assigned Walter Smith who took over my claim. He said I had to pay a deductible of $3642 which was made back February. Now Walter was "fired". He gave me the number to call the main office. I ve called 4 times and they keep saying everything looked good on there end and the builder will calle with dates. I never get that call. I'm calling today again and now nobody answers. Called different times I'm the day more than once.

• Initial Complaint

  Date:04/27/2023

  Type:Order 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.

  I signed a contract with this company on 7/14/22 for a new roof. Here we are 9 months later with no roof. They quickly took our insurance check and we have received nothing in return except more damage every time it rains. Our homeowners Insurance has canceled us due to them giving us money and not receiving a new roof. I have called numerous times with the response “we’ll call you back in the next 2 days.” and that’s only when they actually pick up the phone. We have received ZERO call backs. I’m a stay at home mom and my husband is our only income. We don’t have spare money to just move on. We want our money back NOW. I repeat we just want our money back and to move on.

• Initial Complaint

  Date:04/19/2023

  Type:Service or Repair 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.

  Description:
  Constituent states home was damaged by wind and hail in May 2022. Liberty Restoration has yet to
  make repairs. Check cut on June 2nd, 2022 for $9,632.15 to perform repairs and Liberty Restoration no
  longer returning calls from the constituent.

  Business Response

  Date: 04/26/2023

  We have spoken to the customer numerous times.  The customer had his roof, gutters, screens, siding, shed roof and some fascia all paid for by his insurance carrier. Customer wants to swap out the items paid for with new windows and siding as paid by the carrier.  We are attempting to oblige customer with this change while ensuring we honor the insurance policy.  All the material is ordered and we hope to have this wrapped up by Mid-May.