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

  1840 Progress Ave Columbus, OH 43207-1725

• 

  Liberty Restoration, LLC

  3801 Sharon Park Ln Cincinnati, OH 45241-4169

• 

  Liberty Restoration, LLC

  2928 Foster Creighton Dr Nashville, TN 37204-3719

• 

  Liberty Restoration

  7311 Valley View Dr Seven Hills, OH 44131-3435

• 

  Liberty Restoration LLC

  3461 Ringsby Ct Ste 150 Denver, CO 80216-4945

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:10/06/2022

  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’s parents had roof done January/February of 2022 by Liberty Restoration and on 9/3
  constituent noticed a leak near a window sill. A family friend said it was a roof leak. 9/7 service tech
  comes out and said a J channel wasn’t sealed. Constituent consulted family friend who said that
  structure has stood for 20 years without a leak and that the roofers must have not done the job properly.
  Consumer called company again and they came back on 9/8 and left without repairing anything. Now
  consumer is getting a run around, leaving messages and sending emails. Insurance paid $10K and
  consumer paid $5K out of pocket for the new roof.

  Business Response

  Date: 10/20/2022

  We've been out to the property to inspect.  Just because there hasn't been a leak in 20 years doesn't not mean the roof is wrong.  This is an issue with the siding. Whether or not something happened to it to cause the issue is beyond our knowledge, but it is not the roof.  If your friend has a specific place that he believes the leak is coming from, we are happy to investigate it. Otherwise, there is no reason to think this is from the roof.

• Initial Complaint

  Date:09/28/2022

  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.

  Description:
  
  On March 2, 2021, Liberty Restoration Salesman, Gavin S**** came, unsolicited, to our home and
  spoke to myself and my wife about Liberty Restoration installing a new roof due to storm activity in the
  area. We opted for the GAF System Plus 50 year Warranty at an additional cost of $150.
  Between May 25 - 26, 2021, Liberty Restoration installed a new roof. During this time we realized that
  the conditions of the contract and warranty were not being met. We made contact with Morgan M**** of
  Liberty Restoration via email and telephone in order to clear up the discrepancy. Several telephone calls
  and emails were sent to both Liberty Restoration representatives Morgan M**** and Josh B******* in
  order to resolve the issue with no success.
  On August 2, 2021, we had our roof inspected for $375 by GAF Certified Inspector Chad M***. He is
  also certified by the Franklin County Court of Common Pleas. He verified that only GAF shingles were
  used in the installation making the warranty invalid. He also identified several issues with the installation
  that compromised the integrity of the roofing, the ventilation, as well as not meeting code requirements.
  The inspection report was forwarded to Liberty Restoration.
  On August 4, 2021, a mechanic’s lien on our home was filed by attorneys on behalf of Josh B*******
  and Liberty Restoration. There were several inconsistencies with the lien. The lien was filed in Franklin
  County, however the affidavit states COUNTY OF FAIRFIELD. The affidavit also states that the last day
  of labor, work or materials furnished was on June 7, 2021. This is completely false. Another issue with
  the lien is in Exhibit A’s legal property description for a different property in a different city. Nothing about
  Exhibit A is correct for our property.
  On September 28, 2021, in a telephone conversation with Josh B*******, he indicated that he would
  begin paperwork to complete the roof installation, at no extra cost. This is an indirect admission that the
  work was not correctly completed and therefore the lien shouldn't have been filed.
  On April 19, 2022, a final addendum to the original contract was agreed upon to complete all required
  repairs.
  On April 20, 2022, the roof repair was conducted by Liberty Restoration.
  From April 20 to July14, 2022, several attempts by email and telephone were made to Josh B*******
  and Liberty Restoration in order to obtain the complete report with photographs of the repair agreed
  upon in the addendum along with the final invoice and the removal of the mechanics lien. There has
  been no response.
  On August 11, 2022, Chad M*** re-inspected the roof to determine if the repairs were completed to meet
  the requirements of the addendum with Liberty Restoration. They were not. We paid Chad M*** $175 for
  this inspection.
  On August 24, 2022 - We paid M*** and Company Roofing $900 to complete the repairs that Liberty
  Restoration failed to complete.

  Business Response

  Date: 10/05/2022

  The balance remains due.  If you feel the lien was wrongfully filed, the Customer has a legal right to challenge.  However, the Customer has been aware of this lien for the balance due for nearly 14 months.  Liberty Restoration performed exactly as required by the signed agreement dated 4/19/22.  Liberty Restoration had an engineer on site, as well, to ensure accuracy.  Furthermore, Liberty submitted pictures of everything that was requested by the Customer and listed in the agreement.  At this point, even though the Customer says the other work has been completed, Customer has made no effort to satisfy the debt and the lien.  Liberty Restoration has not moved forward with any further action on the lien, which could include a foreclosure action, in hopes that Customer will pay the balance due for the work performed.  If Customer wishes to pay the balance or work out a payment agreement, we are more than happy to discuss.

  Customer Answer

  Date: 10/14/2022

  I am rejecting this response because: Liberty Restoration did not finish the job as agreed.  They did not provide agreed upon photos. We made numerous attempts to settle this matter, via phone and email, with no response from the business. The business failed to respond to our requests for a final invoice. We had roof leaking issues which caused black mold. We contacted the business and they failed to respond. We ended up paying another company to fix the leak and mold issues. They also completed the roof installation that Liberty Restoration failed to do as agreed. 
  
  
  
  Regards,
  
  
  
  ******* *****

  Business Response

  Date: 10/23/2022

  This is not true.  The pictures that the Customer specifically requested were provided.  The customer documented and drafted the agreement on what pictures would be provided.  This pictures were provided.  This has been ongoing for more than a year, and this is simply another attempt to avoid paying the balance due.  We have attempted to accommodate every request of the customer, but the balance is due.  If the Customer decided to choose a different contractor to provide work, whether or not it was necessary or not, that has no effect on the balance due.

• Initial Complaint

  Date:09/14/2022

  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.

  Entered by BBB staff LO
  In March of 2022 consumer ordered fire doors for their hotel. A down payment of $3763.95 was made on 3/22/22. The business has been called multiple times and is always told they will call back and the doors are ordered. The consumer still has not received the doors so he called the business today 9/13/22 and told them to cancel the order and they told him they would call him back again.

  Business Response

  Date: 09/14/2022

  The customer's account is in collections per the attached contract that the customer is in breach of and is pending litigation for the aforementioned breach.

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair 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.

  Description:
  Quality of workmanship on tile, flooring, windows, trim, chair rail, electrical, etc..

  Business Response

  Date: 09/10/2022

  We've already had electricians out on site to perform repairs, met with the homeowner to come up with a plan of action.  Part of the issue involves his insurance carrier as the initial estimate appears to have been missing items.

  Customer Answer

  Date: 09/10/2022

  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ***** ********

• Initial Complaint

  Date:08/25/2022

  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.

  I signed a contract with Liberty Restoration for a new roof for my home during the last week of October. They cashed my check for the down payment on 11/2/2021 for $3,1115 I was told that sometime at the end of May they would install it, weather permitting.
  We are 3 months past that datee. I have called the rep and he cannot give me an answer or time frame. the company refuses to call me back. They no longer have a live person answering the calls but a voicemail.
  I just want the roof put on.

  Business Response

  Date: 08/26/2022

  Your roof is scheduled to be installed on 9/13 with material delivered on 9/12.  Obviously if it rains that day it would be moved to the next available day, but this job is all set to go.  If you need anything else, please let us know.

• Initial Complaint

  Date:08/18/2022

  Type:Product 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.

  We gave Liberty a $7,000 on 9-24-21 to replace our roof. We were told they could not get the roof replaced before winter, but would be done in spring. After numerous calls to get an install date, we were not given any information. I started calling almost daily, leaving messages. Until I threatened to call my lawyer, did I finally get a call from the owner Josh 8-5-22. He said the check would be cut and sent UPS. I have called 10 times since then and Josh keeps saying the heck was cut and in transit. I asked for the check number and tracking, but no answer was given. On 8-18-22 I sent Josh a text saying I would contact my lawyer if I did not have my check in hand by 5 pm on 8-19-22. Josh responded he would be happy to talk to my lawyer which only means the check was never cut or sent. Needless to say our roof is still leaking and causing further damage to our home.

  Business Response

  Date: 09/23/2022

  Customer received a refund and deposited the check. 

  Customer Answer

  Date: 09/26/2022

  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  *** *** **** ********

• Initial Complaint

  Date:08/02/2022

  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.

  I hired Liberty in February to replace my roof, some rotten fascia, and repaint all the soffit and fascia/install soffit vents. I was told the roof and soffit vents/painting would be done 6/24, and the fascia would be done on 6/26. The roofing crew did not block my downspouts or do any cleanup at all for nails. I contacted the Liberty rep and he said someone would come out to clean up, but that never happened so I bought a magnet and cleaned up the nails myself.
  
  The crew showed back up on 6/25 (not 6/26 as scheduled) and replaced rotten fascia and painted the fascia. The workmanship was extremely poor. Boards were incorrect width, improper nails used, paint dropped on my brick, corners not mitered accurately leaving large gaps, multiple areas where old paint was not scraped off, some places missing paint entirely. They returned to look at my concerns on 6/27 and told me they were going to wrap the fascia in aluminum so you couldn’t see the botched paint/woodworking job. I reluctantly agreed and the aluminum was installed on 7/6. There are multiple areas where the aluminum is dented or looks unprofessionally installed. become clear I am not going to be able to get any higher quality work from this group. I had to ask if there would be insect screens behind the vents and they had to order them because they hadn’t planned to install insect screens, meaning bugs could enter my attic! Also, they did not consider the fact that soffit vents require insulation baffles. They just cut holes, installed the cheapest vents possible, let the blow-in insulation fall all over my property, and now the vents are already blocked. The soffit painting still hasn’t been finished. Multiple no call no shows. I complained to the corporate office on 7/22. They said they’d send the same crew out again, but I requested to speak to a manager. I still have not heard back. Overall, Liberty has been negligent, disrespectful of my property and inconsiderate of my time!

  Business Response

  Date: 09/01/2022

  We have worked with the customer on the past due payment for the work that was completed satisfactorily for the customer.  We are working together on the other remaining items in question that were not related to the initial scope of work.

  Customer Answer

  Date: 09/09/2022

  The business has not contacted me to schedule the remaining work, which a deposit has been paid for.  It was in the original scope, and was included on the invoice requesting payment for work not completed, which is why there was a delay in payment.  I reached out to the company by phone and email 7 times in total before reaching someone who could adjust the invoice to reflect only the completed work.  At that time, I was told I would be contacted to schedule the remaining paint work, but that has not happened.

  
  Regards,
  
  
  
  ******* *******

  Business Response

  Date: 09/09/2022

  We are planning on resolving this within the next week.  As per the customer request, she asked that a different crew be assigned, which is what are going to do to ensure complete satisfaction.

  Customer Answer

  Date: 09/16/2022

  I am rejecting this response because: I still have not been contacted about a resolution to this.  Furthermore, Misa, the manager of the team who did my roof and the first part of the trim job just called me to ask me to pay Liberty for the roof because he says they are refusing to pay him because I haven’t paid my bill.  This is incorrect.  I have paid $8,067.77 to date, and have held back $900 with the permission of Josh at Liberty pending completion of the job.  This is extraordinarily unprofessional.
  
  
  
  Regards,
  
  
  
  ******* *******

  Business Response

  Date: 10/23/2022

  We entirely understand the frustration on the delay for the small remaining items.  As you are aware, the primary work is completed which was the roof.  You have concerns about the workmanship for the fascia replacement but requested a different contractor.  We are trying to coordinate it as quickly as possible, which is why we left a greater balance than work to be completed.  As you know, the ridge vent and the drip edge were installed as part of the upgrade process.  The paint did occur, but you weren't satisfied which is why we are trying to correct it per your request.