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:07/01/2024

  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.

  Much more damage to the ceiling than from before the roof was replaced,  but they refused to help pay for it.

   

  

  Business Response

  Date: 07/12/2024

  This roof was replaced due to an insurance claim. There was a pop up shower while we did this customers roof. We had the roof dried in and also had tarps on the roof. The damage to the interior was already present and the insurance company had already allotted the customer money to fix it. The customer then tried to say we caused the damage but then back off and said on second thought the insurance did pay for it. He wanted to bill us for it but we had pictures of the ceiling prior to doing the roof with cracks in it. 

  Then when we tried to do schedule a painter and asked about using the allotted money from the insurance claim he told us he was just going to get someone else and became very irritable and would not work with us or our painter. He is trying to commit insurance fraud. 
  

  He also mention nails that blew through the roof. This could possibly be a nail pops and that is something that can happen while working on a roof if we caused that we have no problem fixing it but the customer is simply not allowing this. There are no nails that blew through the roof. The nail length used isnt thicker than the joist rafter assembly depth. 
  

  Ill attach a picture before of the ceiling and would be happy to compare it to the current state of his ceiling. 
  

  Once again this customer isnt allowing us to repair the damage that he got paid for by his insurance company. I have 173 pictures at this property of the interior and exterior and would be happy to share the state of this customers home before we started any work. 
  

   

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21926834
  
  I am rejecting this response because:

  i showed 3 representatives of this company the damage. they all agreed there were more damages. i can name names if needed.

  i sent some pictures to you showing the repairs made this morning.

  the co owner ***** said he was going to have a painter come out and look at it,so we shook hands and i paid him 27k in cash.

  i waited 3 days past when he said the painter was going to come out and then called, got ahold of the other owner, who started calling me a liar and insurance fraud.

  btw the "popup shower" rained through the evening, they were here when it started, they did not tarp the section of roof in question, and when i called the next day and insisted they finish it, it was still raining.

  the owner has consistently wanted to look at how much i received from the insurance company, as if that has to do with replacing a roof( i had them do a estimate on another house and the estimate was exactly the money from the insurance agency, then i had them redo it without the paperwork and it was 4k cheaper... imagine that),or their error of not tarping, even thou they had told me they didn't have enough metal roofing to replace the entire roof.

  i am upset with the owner who hasn't even looked at it calling me a liar, i feel they misrepresented their warranty, and dont trust them now

  i have paid a painter $850 to do the drywall and am currently repainting that area of the ceiling as this is the way i can afford to get it done

  (the original estimate from the insurance company for just the drywall repairs was $412)

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

  Customer Answer

  Date: 07/12/2024

  no, i havent heard from this company lately, and no, i am not satisfied with their response.

  i have hired a contractor to repair the ceiling and am in the process of repainting.

  it has cost me approximately $500 extra to repair more than the original damage from the hailstorm, the worst part is if they wont fix their mistakes , of what value is the 5 year warranty they are supposed to have?

  since i am on a fixed income, i have decided to do the painting myself, thereby saving me some money to absorb their extra cost.

  Customer Answer

  Date: 07/15/2024

  i am finishing painting the ceiling .

  according to TVA and the weather channel, on june ***** , the 24 hours in question, we received 1.13 inches of rain, much more than a popup shower 

  i paid in full for their work on 21 june, 2024,have a receipt.

  their records show 8th of july, no idea where that money went in between times.

  what my desired outcome of this is

  that countryland pay me the amount over what the original insurance estimate was for drywall repair $438 ($850 - $412 )

  that they give me a written letter of apology for calling me a liar and insurance fraud.

  they can see by the pictures i sent to you that the damage was much more than the original.

  thank you

   

  

  Business Response

  Date: 07/17/2024

  *********************;

  

  Business Response

  Date: 07/17/2024

  Please provide all pages of your insurance paperwork for the claim showing amounts allowed by insurance and also your painters itemized bid? This will clarify everything and show what the insurance paid and for what areas. 

  You had damage throughout the house prior to us showing up. There was also damage to several bad seams on your ceiling visible in the previous pictures attached. This roof had been leaking for months and It takes months to cause that level of deterioration to the framing as seen in the attached video. 
  

  We had to replace 13 sheets of plywood on your roof, 40 of rotten rafter damage, and 45 rotten fascia. It was leaking all over prior to us arriving. 
  

  Nobody called you a liar, you told us the insurance didnt pay for interior damages and then when we asked for the paperwork all the sudden they did. Then at that point you didnt want to work with us to repair something you had already been paid to fix.
  

  You also didnt replace the roofs on 2 other structures and just replaced screws. You having been using the insurance claim as a way to pocket money. Did you inform your insurance that you didnt replace the roofs? You no longer have coverage on those roofs when you pocket the money. Farm Bureau has been notified. 
  

  We have tried to be fair throughout this whole process and you have done nothing but try and withhold information and defame our company on social media. 

   

   

  

  Business Response

  Date: 07/17/2024

  ******************* also tried to blame this on our company but then said it was previous damage. 

  

  Business Response

  Date: 07/17/2024

  ******************* also tried to blame this on our company but then said it was previous damage. 

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21926834
  
  I am rejecting this response because:

  i dont seewhy you need to see all my paperwork.

  here is the insurance for the cieling, notice there is about $400 for drywall repair, we had 3 bids for repair, one for 300, one for 850, and one for 2100.

  we chose the middle bid because he came in a company truck with drywall and paint on the side. just a handshake, like ****** did to me, then backed out.

  we did not remove/repair the insulation, because ****** said we didnt have to.

  we have torn down one of our shops and am in the process of rebuilding it.

  we told farm bureau that we replaced the roof on the house and repaired the roof on the shops, i have taken 10k out of my retirement account and put it with the remainder of the insurance to rebuild my shop.

  you did call me a liar and a insurance fraud on social media and in your last response to the bbb.

  is there anything else you need to know to continue this charade ?

  i feel it is me that is being put on the spot, when it is you who left the roof uncovered, ****** said he would help, shook hands, then quietly backed out over a measly $400?

  as i said before, i pity you for your work ethic.

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

  

  Business Response

  Date: 08/06/2024

  You sent me back my own response that was supposed to go to the customer. I have tried to call ******************** but havent been able to reach anyone. 
  ************