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:05/28/2024

  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.

  Our experience with Alliance Restoration was terrible. We hired them to replace the roof on our ***** square foot home in early 2024. They took almost 6 months to finish the job, and left many items unfinished.We were repeatedly assured by the salesman that work done on our house would be performed by top-tier, highly-experienced professionals with criminal background checks, but in fact the people that Alliance Restoration sent out to work on our house could not speak English, were apparently not legal citizens, and were same-day hires to Alliance with whom they had no previous dealings. The wrong shingles were sent to the job site and had we not caught their mistake they would have installed the wrong shingles. The Alliance Restoration owner frequently came out to our house and stood on the driveway shouting profanities at the crew's incompetence. The workers were extremely unpleasant (they leered at female members of our family), and brought an eight-year-old boy wildly swinging a roofer's ax to our door to translate for them. These people permanently damaged our skylight and incorrectly installed our weathervane, and overall did a shoddy level of work that had to be redone by a second crew. This simple roofing job took several months, and then we were presented a bill with close to $1,000.00 in overages for materials and services that were never installed. Alliance Restoration hired a lawyer to *** us after we questioned the overages and threatened to refuse to honor their 10-year comprehensive warranty (described in writing as 100% full replacement/no repairs if the roof had any problems). We felt forced to pay the overages and did so within 30 days of receipt of the bill, and awaited receipt of the warranty papers. Nothing was ever sent to us. Alliance Restoration misled us (seniors) with many fake promises to win the sale, and left us with an overpriced, inferior-quality roof with no warranty. We would warn others to be very careful to avoid this scam.

  Business Response

  Date: 06/12/2024

  Alliance Restoration entered into a contract with the ***** on January 27th of 2023 to replace the roof
  on their home. The ***** were referred to us by a previous customer. ********************** met with
  the ***** insurance company, State Farm, and assisted in the claims process. State Farms original
  estimate was far below what was required to replace the roof. Alliance Restoration worked with State
  Farm to revise the estimate to the required line items and appropriate price.

  This was a lengthy process that took several months & a substantial amount of work to complete. The
  original State Farm estimate was is***d on February 8th of 2023. (*See attached estimate page dated 02-
  08-23.) We were then is***d a second estimate that we had to renegotiate on 04-27-23. (See attached
  estimate dated 04-27-23). The final, fully revised and agreed-to estimate was not is***d by State Farm
  until May 10th of 2023, a total of 3 months of daily negotiations to reach an agreement. This is all work
  that was performed by Alliance Restoration. (See estimate dated 05-10-23).

  
  After the final amounts were agreed to, Alliance Restoration had secured an additional $7702.65 for the
  ***** repairs. The checks were sent by State Farm that same day to the ***** and the ***** asked us
  to enter into a NEW and separate contract, since they wished to have a family friend do some of the
  simpler interior work at a later date. They also asked us to upgrade their shingles to a class 3, impact
  resistant shingle (IKO Dynasty) free of charge. Since we were doing both the roof, as well as a
  significant portion of the interior, we agreed to this, and signed a new contract outlining everything to be
  done on May 11th, 2023. (*See attached ********************** estimate dated 05-09-23)
  The ***** then insisted that we could only install the roof on a Saturday, so as not to interrupt their
  weekly schedule. We explained that this could extend the available times in which we could install the
  roof, since it is a very rainy time of the year. They insisted that the build could only occur on a Saturday,
  and if that if we couldnt do it they would consider the contract void. We agreed to do it on the first
  clear-weathered Saturday.
  

  The ***** then wished to choose a different color for their roof and to get samples of each held up to
  the roofline and viewed in different lighting conditions. We did this several times until the ***** finally
  decided on the color Shadow ******************* on May 25th.

  ********************** Ordered the materials that day,and they were delivered to the ***** home on June 2nd of 2023. Our roof crew was there on Saturday, June 3rd to install the roof. The roof was installed in one day and everything was completed well. This is the same roof crew we have used for many years and their foremans name is ***************************.  ********* was born and raised in ******* and is a resident of ************. The crew that installed the ***** roof has installed hundreds of roofs in ******* & ************* over the last 5 years. They are incredibly professional and highly skilled at what they do.
  

  ************ expressed her displeasure with the crew being of Latino descent several times throughout the
  day. She made many disparaging remarks about the crews ethnicity, despite their hard work, and their
  use of (to quote ************) Spanish gibberish, which I cant understand!
  

  ************ then complained to me about the look of the shingles around her circular roof line where it
  meets the fascia and asked us to use a different type of trim. I had my soffit and fascia crew there the
  next day to remove the previously installed trim and to install a new, custom fabricated trim piece for
  that area. ************ also then asked us to replace several areas of rotted siding on her home, While
  hes up there and to paint all of the newly installed metal step flashing along the area where her siding
  meets the roofline. I had my siding installer come and paint this for her, since she said she would pay
  us nothing until this was done.
  

  ************ then complained that her old skylight (which Alliance Restoration did not replace) didnt look
  like it was sitting properly on her roof, and that we would need to replace it. We gave her a price to do
  so, explaining that we would only charge her the cost of the skylight, and whatever our installer would
  charge us, but she said we should do it for free as part of the roof installation. We told her we could not
  do that, and that the current skylight was installed properly and had no problems, aside from age. The
  skylight does not leak and there are no is***s with it, aside from the older, plexiglass lens being hazy
  and yellowed from age and exposure.
  

  ************ then insisted that we would get no monies until we replaced her skylight. We explained that we
  could not do this, and she refused to respond aside from asking us when the drywall & painting crew
  would be at her home to commence the repairs to the interior. This went on for two weeks until I was
  finally able to get ************ on the phone and schedule a time bring our interior crew to her house.
  

  We then brought our drywaller and our painters there to look at the job and to let us know when they
  could start. After talking to ************ for 15 minutes about what she wanted for the repairs, both our
  drywaller as well as our painter (both of whom have been working for us for over 8 years!) told us that
  they would not work in her home, as she was highly insulting to both of them and made several
  disparaging & racist comments about their appearance & their legality as citizens, as well as their skills
  at the respective trades. I have NEVER in 20 years of doing construction, had a subcontractor refuse to
  do a job after meeting with a prospective client.
  

  She then stated that she would rather have a family friend of theirs do the interior paint and drywall.
  

  ************ then said she would review line by line through each estimate item to see if she would be
  paying the prices stated in our estimate, and whether she feels each item was done according to its
  description. She would then deduct any discrepancies she felt were not done as stated.
  ************ then explained that she wanted us to CHANGE the wording in our 10yr Labor Warranty (which
  was provided to her prior to signing our contract) to EXPRESSLY state that should there be any is***
  with the roof, that Alliance Restoration would provide a 100% full REPLACEMENT guarantee. That is not
  what our labor warranty states (nor does any warranty) and I have attached a copy of it to my response.
  After speaking to my crew, we decided it would be best to simply charge the ***** for the work
  performed and to let them use their friend to do the interior.
  

  We submitted our invoice to the ***** for the roof on July 14th of 2023. It included the line items as
  outlined in the State Farm estimate as well as any additional repair work she requested, such as
  repairing her rotted siding, protecting her attic contents from debris with plastic sheeting, & replacing
  any rotted or broken decking.
  

  The ***** refused to pay the invoice as submitted, and edited our invoice and sent it back to us with
  their revisions of what they felt they should pay, as well as again asking us to edit our warranty to state that
  Alliance Restoration would replace their roof for free if they werent satisfied. If these things were not
  done, we would not be paid.

  It was then that we realized the ***** never had any intention of paying us for the work performed, and
  we decided to turn this over to our attorney, for collection.

  It was only after the threat of being taken to court to settle the is***, did the ***** agree to pay their
  invoice. Alliance Restoration finally received a check on November 7th of 2023.
  Alliance Restoration mailed the ****** a copy of their warranty on November 8th. I have attached a copy
  of it here.

  According to our attorney, the ***** are not accepting our warranty since we did not change it to state that we would Replace the roof 100%, with no repairs as they demanded. Our attorney explained that this is not something that is a reasonable request, and that they would simply use anything written in that manner to *** for the full price of the roof to be refunded to them.  The ****** have had zero is***s with their roof.  It is in perfect working order and looks fantastic.  We were never called to resolve a problem since the roof was installed, and the house looks amazing.

  The ****** are attempting to use our A rating with the BBB and their fabricated story to get ********************** to put something in writing that would allow them to *** ********************** for a refund of the cost of their roof.  ********************** secured over $30,000.00 in funds to repair the ****** home and all we asked for was that the roof be paid for.  It took them over 5 months and the threat of a lawsuit, for them to finally pay.  This negative review is nothing more than a spurious attempt to justify their atrocious behavior and never-ending greed.  

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21769566
  
  
  Complaint: 21769566
  
  Thursday, June 20, 2024
  
  Dear Better Business Bureau of the MidSouth,
  
  Our response regarding our complaint concerning the business practices of Alliance Restoration appears directly below in Section A, followed by short sections, per:
  B) How to proceed
  C) Brief recap of complaint
  D) Brief recap of steps to resolve complaint 
  E)  Factual responses to Alliances misrepresentations
  F)  Summary
  
  We thank you for reading this, and for helping us with this matter we tried to organize the information to condense it into a manageable length. We hope you will take the time to read our short statements in Section E that directly respond to Alliances letter.

  We appreciate and support the important work the Better Business Bureau of the MidSouth does everyday to protect our community from the harm caused by construction trade scammers. 

  As lifetime residents of *******, we hope our time and efforts to document this serious matter, and provide the honest and complete facts will alert our fellow Memphians and spare them from our expensive mistake in hiring this company and suffering their unethical practices.

  Sincerely,
  *******************
  
  
  A.  OUR RESPONSE TO THEIR LETTER:
  Alliance Restoration offered no alternative to us aside from rejecting their response letter, received Tuesday, June 18, 2024, because it does not credibly address the issue of our complaint and according to their own statements, they clearly do not intend to take any positive steps to resolve their mishandling of our roof installation.

  Many of the statements they made in their letter are cause for concern, including their libelous, false accusations of racism and ****** directed personally towards me as well as my wife, to whom I have been married for 50 years. 

  Alliance Restoration agreed to the BBB standards for trust that include: honoring promises, being responsive to complaints, embodying integrity, approaching all business dealings with honest and transparency, and responding in a professional, fair and courteous manner.
  
  Alliance Restoration and their owner do not conduct themselves according to those standards when they send an unsigned response letter to the BBB containing disrespectful name-calling (some might describe as hate speech) directed personally at us by our names, using such words as: racist disparaging atrocious and never-ending greed, among others. 

  We take their published, personal attacks on our character and our good name very seriously.
  
  
  B.  HOW WE WISH TO PROCEED:
  A subsequent background investigation of this company exposed many red flags.  
  

  In particular, a pointed example of the owners mistreatment of others stands out: Alliance actually sued their own salesman, ************************ (the same man who sold us our roof), to drive him out of his own business which they perceived as a threat to theirs, and to compel him to work exclusively for them. 

  That fact provides insight into the type of pressure tactics this Company routinely uses to force others to comply with their demands, and is further demonstrated by the harshness of their language directed personally against us in their response letter.
  We hope other unsuspecting seniors will not be victimized by these people, who apparently set up shop in ******* some short years ago after their business dealings failed in several other cities.
  
  Because Alliance Restoration has refused an amicable resolution, we request that Alliance Restorations accreditation be reviewed and our complaint be published on the BBB website in its entirety.
  
  
  C.  BRIEF RECAP OF OUR COMPLAINT: 
  1)   It is a documented fact that Alliance Restoration caused exterior and interior property damages during their roof installation work at our residence and left us with an incomplete, leaking roof and a damaged skylight. 
  
  2)   Alliance Restoration insisted on padding their bill for materials and services that were never installed, and went to great pains to avoid sending an itemized invoice for labor and materials that could be checked against their quote. Instead, they send a lump-sum bill. After many requests, we waited several months for them to actually prepare a standard business invoice detailing the charges. The itemized invoice exposed significant overcharges (nearly $1,000) for materials not used/not installed they had tried to hide in the earlier lump sum bill.
  
  3)   When we questioned the obvious overcharges and asked for the property damages to be fixed, Alliance refused to comply. Almost immediately Alliance hired someone to exert strong-arm pressure and threats against us to force us to pay both their bill and the phony overcharges for obvious bill padding/items never installed. In response to their unrelenting bullying and escalating pressure tactics, we paid all the charges, including the fake overages.

  4)   Then, with our money in their hands, Alliance turned their back on this matter and refused to fix the problems or provide the promised documents for the "10-**** Labor Warranty with 100% Replacement/No Repairs that was the centerpiece of their sales pitch. Clearly they never intended to supply the labor warranty because they knew it would be activated for repair of the shoddy roof installation and property damages they caused. Their actions demonstrate a clear intention to defraud.
  
  
  D.   BRIEF RECAP OF STEPS THIS COMPANY SHOULD TAKE TO RESOLVE THE COMPLAINT:
  1)   Provide the "10-**** Labor Warranty with 100% Replacement/No Repairs as promised in writing by their salesman and their owner,
  2)   Repair the damages to the house interior and exterior and roof that were caused by their workers,
  3)   Refund the uninstalled overages they forced us to pay.    
  
  
  E.   RESPONSES TO ALLIANCE RESTORATION'S SERIOUS MISREPRESENTATIONS AND MATERIAL OMISSIONS IN THEIR RESPONSE LETTER TO THE BBB:

  #1  MISREPRESENTATION: Alliances letter falsely stated that they provided the promised warranty documents to us on November 8, 2023. 
  
  FACTS:  They did not. Had we received the promised warranty we would not be filing a formal complaint for missing warranty documents. In the same letter, they describe our request for the warranty as unreasonable and state they will never supply the warranty to us.
  
  
  #2  MISREPRESENTATION: Alliances letter falsely stated that "*************************** was the subcontractor who, with her professional crew, actively oversaw and executed our job.
  
  FACTS:   Alliance completely misrepresented who they hired to work on our roof. ************ and her crew were unavailable and away on vacation during the timeframe of our installation and Alliances owner hid the critical fact from us that they could not get the experienced, professional crew they promised to use for our project. 
  
  Instead, Alliance brought unskilled and unvetted migrants, who arrived at our home in a dilapidated, broken-down trailer with a flat tire and loaded with garbage, which they parked and left on our driveway for several days. These individuals clearly had no experience or tools, had not been given background checks, and there was no ******* or supervisor present. 
  
  When Alliance's owner arrived hours later and saw they had been standing around idle all day, he lost his temper. However, it was obvious the people couldn't understand a word he was saying. Over the next many days he repeated his volatile outbursts and continuous loud use of foul language and profanity towards them while he was standing on our driveway, as witnessed by our neighbors and us. 
  
  At one point, Alliances owner climbed onto our roof and used rudimentary hand signals to try to demonstrate to these people how to install shingles and drip edging. Finally, a small boy was brought to our home and was actually put up on the roof by Alliance's owner so the child could try to translate his orders to the workers. It was clear that without the so-called professional installers and subcontractor that Alliance had promised to provide but did not, the project was spiraling out of control. 
  
  When the subcontractor returned from her vacation many days later, Alliance hired her crew to tear out a significant portion of the faulty shingle installation and redo the work. There were other installation problems they did not attend to because Alliance apparently didnt want to bother with them or pay for their repair by the subcontractors crew. Those issues remain today as unfixed. 
  
  The first and only time we ever met or spoke to ************ was when she came to our door on the last evening to apologize for all of the problems wed been put though.
  
  
  #3  MISREPRESENTATION:  Alliance made a material omission in their response letter by failing to admit they sent the wrong shingles to the job site.
  
  FACTS:  Had we not completely doublechecked the pallet of materials delivered, and then notified Alliance Restoration they'd sent the wrong product, those incorrect shingles would have been installed. Absolutely no quality control was provided by this company because there was no subcontractor in charge and Alliance was negligent in overseeing the project. 
  

  
  #4  MISREPRESENTATION:  Alliance grossly misrepresented their labor warranty and made many false and misleading statements to win our business, constituting fraud. At one point in their response letter they claim they provided the warranty to us last November. In the same letter they contradict their statement by claiming a request for the warranty is unreasonable and it wont be provided. That is just one of the several reasons we filed this complaint.
  
  FACTS:  Apparently in order to gain our confidence and make the sale, their salesman, ************************, provided to us (in his own handwriting) the guarantee of a "10-**** Labor Warranty with 100% Replacement/No Repairs" (his wording, not ours).

  When we asked how the warranty worked, he gave an example of a roof leak and said the leak would not be patched or tarred, but rather the shingles causing the issue would be replaced, along with any damage to the underlayment. He gave another example, saying if the shingles grew mold or algae, they would be completely replaced rather than cleaned. We thought that sounded great.
  

  To prop up the illusion, Alliance's owner sat at our kitchen table and repeatedly assured us that we would be "protected" by their 10-**** comprehensive warranty as promised in writing by Mr. ********** He also described several examples of how wonderful his warranty was and how they dont cut corners by trying to just patch over a problem, instead, they replace and install new material to fix the problem.
  
  By their own statements it has come to light that their false assurances were part of the deception; Alliance admits in their response letter that they will never provide to us such a labor warranty as the one promised to us at the point of sale, or any warranty for that matter. 
  
  
  #5   MISREPRESENTATION:  Alliances letter tries to infer some sort of claim to the State Farm proceeds our insurance carrier provided directly to us for wind damage to our roof and water damages to extensive areas of our home's interior. 
  
  FACTS: Our insurance carrier insures us and our property, not Alliance.

  State Farm was aware of this company's practices and for good reason chose to provide the proceeds directly to us and instructed us to spend the funds as we judged best for the repairs of our home, so that is what we did. 
  

  Alliance worked on our roof only, but tried to force us into giving them the interior work. But we saw the poor quality of their work and the difficulty in working with them. They clearly refused to stand behind their work, and still refuse to this day. They were deceptive in their practices, unpleasant to deal with, and demonstrated they could not be trusted. For those reasons, we said no. That decision sent the Alliance owner into a fit of temper.
  
  Alliances owner is clearly very mad that he caused himself the loss of the interior work by his unreasonable attitude and deceptive practices, and so after we decided engage a different contractor for the interior work, Alliances owner padded his roof bill to try to gain more profit for himself and retaliated by threatening us and refusing to provide the warranty.
  
  
  F.  SUMMARY:
  We met with our insurance carrier, State Farm, regarding this company and their deceptive sales methods and shoddy installation of our roof. State Farm advised us to also notify the BBB, the Canadian manufacturer of the shingles used on our home, as well as the local roofing distributors who supplied the materials, all of which we have done.
  

  In addition to filing the formal complaint with the Better Business Bureau of the MidSouth, we have been advised to file similar complaints with the *************** for Licensing Contractors, the Tennessee ************************** the ************************* and other appropriate government entities as well as social media review sites. Those complaints are in process.

  Business Response

  Date: 08/01/2024

  Dear BBB of the Mid-South,
  
  I will do my best to respond to each section of the complaint (A-F)
  

  A:
  [1st paragraph] - Alliance has no ability to respond with any positive steps to the ***** claims, since their only remedy is to have us give them money for work that was completed.  They have no leaks, the roof looks fantastic, the roof has a warranty (both labor and material) and there is nothing to address.  They want money for perceived inconveniences and/or for work done that they feel should have been done for free, despite being informed of the cost ahead of time.  They feel Alliance should pay for rotted decking (which is not covered by insurance) as well as for the rotted sections of siding that were replaced upon their request and the discussion of its price beforehand.
  
  [2nd paragraph] I understand that some people *** not believe the things they say to workers or subcontractors are offensive or factually incorrect, but every interior tradesperson that Alliance Restoration asked to perform work at the ***** residence stated the same issue when asked why they would not do the job.  The homeowners kept making denigrating comments about them being Latino or were questioning whether they were legalto work, or not. Throughout this process, (which was AFTER the roof was installed)the ***** kept asking for revisions to the work outline and kept asking for more and more work that fell outside the scope of the insurance claim, to be performed.  When we realized that the ***** never had a serious intention of letting Alliance Restoration perform the interior repairs, we agreed it would be best to simply charge them for the work that was already completed, and to let them handle their interior on their own.
  
  [3rd thru 5th paragraphs] Alliance has honored all agreements, and not only did we send the ***** their warranties, we also sent copies to our attorney who has a record of them.  I will attach a copy of the email sent to our attorney, as well as the invoice for his services that we were forced to employ due to the ***** failure to provide payment for the work that was done.  The ***** keep insisting they never received our warranty, but they are neglecting to state that they do not want the labor warranty they were sent to review prior to us even commencing the work, (and that they agreed to prior to signing our contract) but that they want us to AMMEND our 10yr labor warranty to state that should there ever be an issue with the roof or that a defect of any kind is noted, that Alliance will replace THE ENTIRE roof for free, rather than repair the issue that *** exist!  ********** offers that type of warranty, and the ***** did not get to withhold paying for their newly installed roof until we agreed to edit our warranty to suit their unreasonable demands.  They simply used this as an excuse to not pay for the roof at all.  This is evidenced by the fact that the ***** roof was installed on 06/03/2023 but was not paid for at all
  until 11/7/2023, over 5 months after the roof was installed, and only under the threat of a lawsuit. I have attached a copy of our 10yr warranty here for review. (*see attached filing)
  

  B:
  [1st thru 3rd paragraphs] This entire section is a complete fabrication and Alliance has never sued any employee or subcontractor, nor had any issues with ******* at all.  He is our best salesperson and he worked extremely hard to help overturn the original denial of coverage by the ***** insurance company.  ******* did own his own company many years ago and had a partner that he had a falling out with, during which his former partner *** have filed suit against him?  This *** be what the ***** are referring to, although it has no bearing on Alliance Restoration, nor on the high regard with which we hold ******* as one of the best in his field.  This mischaracterization of our company as well as *******, on such a widely used public platform could do serious financial harm to a company that relies on the BBB as a resource for potential customers to get accurate information on the work we do.  As I stated in our earlier response, this is just another example of the ***** attempting to use our good standing with the BBB as a way to force a refund of monies they simply didnt wish to pay, despite requesting the work to be done. In addition to the outright falsehoods about our workers and subcontractors, they state that Alliance Restoration set up shop in ******* some short years ago after their business dealings failed in several other cities.  Alliance Restoration has been a family-owned and operated business for over 12 years in ******* and has never had any other offices or branches in any other city.  The ***** are claiming we have refused an amicable resolution,     yet they cannot state any issues that are unresolved aside from them not wishing to pay for the work that was performed.  They have no leaks, their roof looks perfect, they have a warranty (albeit not one they wrote themselves) and they have never once called us to handle an issue about the quality of the roof at all, because there are none.  We have photos of the roof fully completed and there has never been an issue since its install.                                                                                                                           

  C:                                                                                                                       
  [1st paragraph] - They claim that It is a documented fact that Alliance Restoration caused exterior and interior property damages during their roof installation, yet they can show zero damage to any portion of the roof or exterior.  Also, Alliance Restoration did not perform work on the interior of the home (as stated by the *****) since the ***** chose to keep their money and do it themselves.  They claim that their skylight is damaged when in reality it is simply old and the lens has yellowed due to UV exposure.  Aside from its age, the skylight is in perfect working order and Alliance installed a new flashing around it, per our contract.  The ***** asked us to replace it for free, stating Well we have this nice new roof.  Dont you think the skylight should be new as well?  When we explained that we could replace it, and then gave them a price to do so, the ***** were shocked that we would consider charging them and stated that we should replace it for free.  This is what they are referring to when they say, exterior damages, as there are no other issues with the exterior.                                                                                    
  [2nd paragraph] The ***** are claiming that we padded their bill for materials and services that were never installed and are referring to the 5 leftover bundles of shingles that remained after the job was completed.  As a standard business practice, more material than is required is generally sent to the job in order to prevent the crew from having to wait for additional materials to arrive from a supplier. This is done in case of rain and also to save time. In addition the ***** shingles were a special-order shingle that required their delivery 2 weeks ahead of time.  So, if the crew needed additional material, we would be foolish not to have it on hand, since it would take 2 weeks to arrive.  In addition, the ***** INSISTED that the roof could only be installed on Saturday.  Since shingle suppliers are closed on the weekends, there would be no way to get any additional materials, if necessary.  The fact that Alliance had the foresight to purchase extra materials to have on hand, should they be needed, does not entitle the ***** to a credit of those very materials that we made sure were available.  The ***** were only charged for exactly what was installed. The ***** simply refused to pay for the work they requested.  As for receiving a Lump-sum bill when asked for the price of the roof,  the total of our invoice was the precise and exact amounts as laid out in the insurance scope of work!  Each line item was stated clearly and was easily referenced in the signed work outline that both ************ and I signed.  There was no hidden cost since the exact line items in the insurance scope of loss were the exact same line items in our bill.  The only additions to their bill were for the replacement of rotted decking (*not covered by the insurance company and is clearly defined in our contract as being the homeowners responsibility) and to replace several sections of rotted cedar siding and then stain those repairs to match, that the ***** asked us to do AFTER the roof was finished. The ***** told us that they would not be paying for those additional items and felt that the insurance company should cover the cost of the rotted decking (which they will not) and that we shouldnt charge them for the siding repairs.  The ***** stated that since we would not remove those charges, that they would not be paying for the roof until our invoice was changed. They also kept insisting that we edit our 10yr labor warranty to state that,should there ever be an issue with the workmanship on the roof, for any reason,that Alliance would replace THE ENTIRE roof for free!
  
  [3rd paragraph] Again, Alliance explained that we would not remove charges for work that was specifically requested by the homeowner.  After several weeks of attempting to get the ***** to pay their bill, and getting no answer from the homeowners, we were forced to employ an attorney to             collect the funds. There were no strong-arm pressures or threats to the ***** by anyone, least of all our attorney, ************************.  What they perceive as bullying and escalating pressure tactics were simply requests to pay their bill.  The ***** refused to pay their bill in full until a lawsuit was going to be filed.  They then decided to pay their bill rather than go to court and try to justify their actions.  Alliance then sent a copy of the warranty to our attorney (*see attached email) to give to them and then mailed them a physical copy once their check was deposited on Nov 7th 
  
  [4th paragraph] There was never any attempt to defraud as our emails show, aside from the ***** attempt to not pay their bill.  *It is important to note that the ***** keep asking for Alliance to provide them with a 10yr Labor Warranty with 100% Replacement/No Repairs. That is NOT what ANY construction companies labor warranty states and it is this very precise language the ***** continue to use in order to justify their egregious behavior throughout this entire ordeal.  The ***** were provided with a copy of our 10yr Labor Warranty and were allowed to read through it PRIOR to ever signing a contract with Alliance Restoration!   

  D:
  [1] As stated before, we DID provide a warranty, and it was the exact warranty presented to them prior to signing a contract.  It is the same contract we have used for over a decade.  The fact that The ***** want us to change it in order to expose our company to a customer who has acted in bad faith at every step of this process, is ridiculous.                                            
  
  [2] There are no repairs to be performed on the exterior and there has never been a request for anything further to be done on the exterior of the home aside from the ***** desire for a free skylight.  Also, there are no issues to address on the interior since Alliance did NOT do interior repairs and the ***** kept their interior money!  
  
  [3] There are no overages in their bill!  The work was requested by the ***** and they were charged for that work.

   

  E:
  [1] We did mail it, and a copy was also sent to our attorney.  I will attach the email showing it as sent to our attorney.  I will happily mail it again. What I will NOT do is edit our warranty to say whatever The ***** would like.  No business owner would.
  [2] I have attached the invoice from ***************************, the subcontractor who did the work.   The ***** roof was completed in one day (aside from extra work asked for by The *****) with only some site cleanup and touch-up work performed the following day.  No one was Standing around idle all day since over thirty squares of shingles, on a 2-story building, were finished in a single day.  No one lost their temper, and no one struggled to communicate. Both roof crew foremen and their boss speak perfect English.  ************* spent the afternoon berating the roof crew for making so much noise during the construction process and worrying over the contents of her attic (which Alliance Restoration covered in plastic and protected.) Unfortunately,replacing a roof can be a loud endeavor, between the nail guns, the compressor and the saws, it can be a bit overwhelming. There are times when someone standing on the ground *** have to yell loudly for instructions to be heard over the compressors and nail guns continuously firing, by someone on the roof.  Maybe ************* mistook that for volatile outbursts?
  
  The only time the owner of Alliance Restoration was on the roof was when ************* asked Alliance to change the drip edge over the circular parapet. Alliance had a custom flashing created for that circular area that was installed on the day of the roof replacement, but ************* was not happy with its appearance.  After we had discussed several options for a different style of drip edge to use with The *****, and had settled on a design, Alliance brought several people from Stephanies roof crew, and our siding installer to fabricate a new flashing & drip edge and the owner of Alliance was there to help make sure it went smoothly.  What ************* is saying was a small child is simply a young man who is shorter than average! As ************* was unhappy with the roof crew being of Latino descent and made many disparaging remarks regarding their legality to both the crew and myself, I am not surprised at her portrayal.  *************************** was not away on vacation.  She and her ******* handled the build from day one and addressed any issues that The ***** had.  The ***** keep saying there are other installation problems but cannot point to any, nor provide photos of any.  They claim that there are issues that remain unfixed on her roof to this day but cannot provide any pictures of those. Never once have The ***** attempted to contact Alliance to repair any items on their roof, aside from asking for a free skylight to be installed.
  
  [3] They claim that WE (Alliance)sent the incorrect material to the jobsite, but it was not  Alliance who sent the materials, it was our shingle supplier, Spec Building Materials, who accidentally sent the incorrect RIDGE shingles to the jobsite.  The homeowner called me immediately and I then reached out to Spec to get this rectified.  Spec came out the SAME DAY and brought the correct ridge shingles for the job.  Not only did they do that, but they moved ALL of the materials to an area that was more satisfactory for *************.  This would also be a non-issue due to the fact that our crew chief would have immediately contacted me once he arrived with the crew to start the roof replacement.  Our crews check the build pack and order form and compare it to what was delivered to make sure that all the material is correct.  They do this to also ensure that they are billing us for the proper amount of shingles installed.  It is a precaution that every good roofing company makes.  I have attached a copy of the build pack that was sent to Spec to show that all proper materials were ordered.
  
  [4]  Alliance never misrepresented any part of our services or warranties.  We did provide them with a copy of their warranty as soon as they decided to pay their bill (as stated in the warranty).  What The ***** want is a modified version of our warranty, that states we will replace their roof IN TOTAL for ANY issue their roof incurs for the next ten years. This is not something we will do, nor would any company. They are claiming that they were lied to or mislead, but they dont WANT our warranty as it is written,they want a specific line ADDED to our warranty so they can be litigious in the future.  They are also conflating the material warranty with the labor warranty. The material warranty for the shingles and its algae resistance comes from the manufacturer, IKO, and the labor warranty is supplied by Alliance.  The ***** want Alliance Restoration to be the personal guarantor of the MATERIAL warranty?! That is simply not how warranties work, and their failure to acknowledge the difference between the two, and then using that as a spurious excuse to not pay their bill for over 5 months, until legal action was started, is highly dishonest. 
  
  [5]  The ***** state that Alliance Restoration was not entitled to the insurance proceeds paid by State Farm, yet what The ***** have neglected to state was the fact that both checks issued by State Farm for the covered loss, were written to BOTH The ***** as well as Alliance Restoration!  This is because of TN Statute: 56-7-111 which states:
  
  When insured property losses in excess of one thousand dollars ($1,000) accrue to the owners of dwellings or other structures insured under policies of property or casualty insurance as defined in 56-2-201, the insurance company shall name the general contractor,as defined in 62-6-102, of any uncompleted construction or building contract as a payee on the draft to the owner covering payment for the loss. The insurance company shall name the general contractor as payee on the draft pursuant to this section regardless of whether the work that was performed or is yet to be performed is less than twenty-five thousand dollars ($25,000).
  
   ************* had us sign both checks over to her before she would allow us to commence the work, stating she wanted to put them in an interest-bearing account.   We naively assumed that since we had a signed contract, and that State Farm would be naming us on any further payments, we would be safe in doing so.  If the ***** are being truthful in their statements that Alliance Restoration was not named on the funds received from State Farm, then all they need to do is provide the copies of the checks issued prior to May11th of 2023, that they deposited in their accounts.  They will not do so because it will expose them for having lied in their response and will provide proof of their intention to defraud Alliance from the start.  Alliance Restoration provided stellar service from start to finish as I will outline below.

   

  F:
  
  [1] Alliance Restoration helped the ***** in securing over $30,000.00 for their insurance loss after being granted only minor repairs initially.  We worked diligently for over 3 months through countless hours of estimating, picture taking, measuring and correspondence to assist in this endeavor.  After a final number was agreed to by all parties, The ***** were given an upgraded shingle (IKO Dynasty class 3, hail rated shingle, with algae resistance, as opposed to a ***** Corning Oakridge Class 2 shingle, which they had previously.) We covered their entire attic in sheet plastic to protect their contents from debris. We installed screens below their power vents to keep wasps from entering. We replaced rotted decking, removed rusted or broken gutter screens, replaced rotted cedar siding, and then stained that new siding to match their existing siding.  We fabricated a custom drip edge for their parapet wall, and even painted the new step flashing so it would blend into the roof and siding. We accommodated their demands of only building on a Saturday, despite this being the rainiest time of the year and we offered any estimates for work The ***** asked for above and beyond the original scope of work.  For all of this, Alliance Restoration requested only our invoiced price of: $13,373.70 plus the additional costs of $225 for replacing 120LF of rotted 1x8 decking, and $600.00 for the replacement and painting of rotted siding, for a total cost of: $14,174.13.   The ***** profited over $16,700.00 due to the work performed by Alliance Restoration (The final amount paid by State Farm was over $30,800.00) and only agreed to pay their bill once legal action was enacted.  Alliance Restoration was forced to hire an attorney to procure ANY payment from The *****.  The ***** continue to insist we never provided them with our warranty, but they do not WANT our warranty as written.  They want a special warranty edited in such a way as to expose Alliance to The ***** highly dishonest business practices.