Complaints

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• Initial Complaint

  Date:05/21/2025

  Type:Sales and Advertising 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 references State Farm claim nu. 36-69W2-85B. On 8/29/2004 an estimate was created with C5 Roofing in relation to this claim. In October of 2024 Mr. ***** from C5 alerted us they had caught up on previous jobs and were ready to move forward with our repairs. On 10/09/2024 we gave them $5000 as a normal down payment to start work. Work was stalled again as they had other jobs until Mr. ***** alerted us in March of 2025 that our siding had been discontinued, after another round with our insurance company and C5 Roofing we let it be known we did not wish to move forward and we would like to get our deposit back. Mr. ***** let us know he was working on it but no action has been taken by them. Note: C5 Roofing has done previous work for us and it was a great experience and that is what makes their actions so troubling. We do not wish to take legal action if possible.

  Business Response

  Date: 06/05/2025

  To whom it may concern; 

  We did in fact contract with ***** and ******** ***** for siding repair and window replacement. We worked a total of 85 hours to get to a resolution with their insurance company. The main issue being that the siding in question was discontinued and removed from rotation in 2023. When we signed contract and started the process of replacement products, we were unable to obtain a letter from the manufacturer (******) until we walked into their office and demanded a letter. We met with the window company, we ordered the window specifically manufactured for their home. We have offered many other offers to rectify the situation, including siding the entire East slope with a different color or style. We corresponded multiple times with the insurance company and followed every suggestion they required of us; including visiting the 3 locations they "verified" had materials on hand. I have many text messages and emails showing this interaction. Not only did we use our time, but also gas, vehicle wear and tear, time away from other jobs, and lost 25% of the cost of the custom window when returning it. The bottom line is State Farm refuses to indemnify the customer and they were (according to a text thread between myself and ******** and a voicemail left by *****) threatened with cancellation of insurance coverage if they proceeded to hold state farm to their contract for indemnification. We have been in constant communication with the *******. Unfortunately, ***** was unavailable for most phone calls or interactions with ********* After telling us that she had a memory disorder, we started communicating only through text or email. Prior, we would talk to her one day and then get a heated voicemail from ***** in the following days due to not being told that we had previously communicated with ********.

  In a text thread, ******** sent me (********) a message stating that her insurance agent agreed that the whole house needed to be replaced due to no matching sizes, colors, or profiles being manufactured anymore. I spoke directly to the agent and he agreed that a "bone yard piece together job" is not what he wanted for his long time clients. However, once he started putting pressure on the desk adjuster, they pushed back with threats to cancel or drop the *******. 

  Ultimately, in our contract, a 20% cancellation fee applies and any time and money used finalize the restoration is forfeited should they cancel or breech their contract. We have documented 85 hours total for our time, Over $500 in gas and wear and tear on our vehicle, and multiple trips to the home to repair loose siding, meet with window company, inspect the secondary home on the property, the loss we incurred to return the window when they expressed their intent to cancel, and our 20% contract cancellation fee, we dispute the amount to be returned to the client to be $2180. 

  I mailed a letter to the ******* with these details on 5/1/2025. I then heard nothing until getting this notification of complaint. 

  They signed the contract agreeing to the cancellation fee. Their insurance is refusing to indemnify. None of this is within our control and definitely not to our fault. We offered other options, none of which they wanted to pursue. ******** did tell me on the phone that State Farm knows a siding installer who could help them. After our already signed contract, which we all know to be "steering" which is a legal offense if this is actually true. We have three voicemails saved from ***** and ******** all supporting these facts. 

  I have never had to rebut these accusations before and I hope that I have explained this well enough. If you need more details, or proof, please let me know. 

   

  Customer Answer

  Date: 06/20/2025

  
  

  June 12, 2025

  
  

  
  

  
  

  Dear *** ******,

  
  

  
  

  
  

  In keeping with the BBB policy on dispute resolution, I will refrain from

  any discussions of dissatisfaction. We are satisfied with the resolution

  offer of $2180.00 provided by the Vendor in their written response.

  
  

  We thank the BBB for the assistance in this action plan and hope to 

  resolve all in a timely manner.

  
  

  
  

  
  

  
  

  Sincerely,

  
  

  Shane ***** Stroh