Complaints

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• Initial Complaint

  Date:11/12/2024

  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.

  We hired this company dating January 17, 2024 This was to be going through our insurance due to some wind damage/Hail damage. Work was to be done on roof siding, and a storm door Going through the process, there was no tarps needed to show our roof from water damage. A tarp was put up only when *** needed to show a difference in color for the insurance for their suggested shingles. When we would get updates from him, he would always state that our adjuster stated her manager felt. We did have The piece of siding fall off after the insurance inspection underneath a piece that was a part of our claim we reached out to *** immediately when we found it that led to a lot of problems with State farm finding out later. Our roof was approved in late May We did not start repair until 710 2024 when we met with *** to pick the color shingles and go over the process knowing all items would go through insurance we did not and were not told and do not have evidence of extra expenses change, orders, or anything of that nature. The roof was done. There were minor at the time things that occurred. They did not show up at the time. He said the dumpster was delivered the day before in the evening. We could not get into our garage small things we were told the door was ordered to be installed, there were little things that kept happening and I had finally spoken to our insurance company claims manager/the next level up trying to understand why our siding was having such a difficult time going through. They adjusted to repair work, but *** was very persistent of an insulation behind , our siding that was missing and it needed to be a pacific one The door was installed. My husband came home to find it was not installed properly. We reached out to *** . He came over that evening. Came back the next day with the employees who installed it learning they are subcontractors and didnt even have the proper tools to install it and this is when See attachment The rest of the information

  Business Response

  Date: 11/13/2024

  Good afternoon *********,
  
  We did meet and inspect the property on Jan 17th 2024. **** showed me around the property and pointed out numerous areas where siding was detaching from the structure. We noted there were missing shingles on the upper slope. There were no missing siding panels. At that time I told **** we would likely be able to get the roof approved for replacement through State Farm but a siding replacement was not likely to be approved.
  
  To secure State Farm's approval for replacing your roof we did remove 2 shingles, one for initial testing by an independent lab at our expense and one at **********'s request for testing by their internal lab. When removing these shingles we did install a tarp over the damaged area to prevent potential leaks, and I assured you we would accept what State Farm agreed to pay for harvesting the samples and installing/removing/reinstalling the tarp. I have already reduced that down from $942 to the $250 State Farm agreed to pay.
  
  You are correct that your adjuster frequently referred to her manager's decisions regarding your claim. I unfortunately have no control over State Farm's internal claims handling practices. Highmark Renovations is a roofing contractor not a Public Adjusting firm, as such we are limited in what we can discuss with your insurer to practical repair issues. We did ultimately secure State Farm's approval for your full roof replacement, and while their estimate came in somewhat below our estimate, I agreed to replace your roof for what State Farm would pay while upgrading you to an Atlas Signature Select Roofing system.
  
  The debris trailer was delivered the evening before your roof installation was scheduled. **** called at 7:42pm that this was going to be an inconvenience and we picked the trailer back up about 30 minutes later. The roof installation itself was started and completed on 7/12/24 as scheduled.
  
  "We did have The piece of siding fall off after the insurance inspection underneath a piece that was a part of our claim we reached out to *** immediately when we found it that led to a lot of problems with State farm finding out later. .... I had finally spoken to our insurance company claims manager/the next level up trying to understand why our siding was having such a difficult time going through. They adjusted to repair work, but *** was very persistent of an insulation behind , our siding that was missing and it needed to be a pacific one."
  
  As you note above, there was no siding missing when State Farm came out to inspect your property. I did my best to get State Farm to expand the scope of repairs due to some insulation I noticed was missing at the initial inspection, but they wouldn't budge in spite of my persistence. I'm frankly not sure what else you expect me to do about that. I advised you and **** that you would likely need to file a separate claim for the siding that blew off in the February storm. -- We never performed any siding work on your property. Your issues related to the siding seem to center on State Farm's claims handling practices. --
  
  As far as the storm door, the replacement was identical to the original and installed in the same location. It opened and closed normally. Your husband was dissatisfied that it was not plumb and level. I came out to check it and agreed with him. We had the installer come back and after removing the storm door determined it was the existing door jamb that was not plumb. We attempted shimming the door, which did not work out. Your husband became frustrated with the situation and ordered us off your property saying he would install the storm door himself. I furnished a second brand new door kit and agreed you would not be billed for either door kit or installation. **** said he wanted to keep the first storm door kit for another project. Ultimately we provided you with 2 storm door kits for free, and you kept the $761.61 State Farm allowed to replace the original damaged storm door. There are no door labor or material charges on your invoice.
  
  Your photo attachments go on to claim we did not provide you with estimates. I've attached our original estimate provided to both you and State Farm which included the siding. I've also attached the pared-down roof estimate (specifying closed/shingled valleys as we had previously discussed) that I dropped off when we met to select material colors on 7/10/24.
  
  You've withheld $8,699.57 payment for the roof work that was completed on July 12th for the last 4 months and are requesting a 'billing adjustment' of your entire roof material deposit of $4,484.18. This is up from the $2,000 discount you requested last week via email before filing this complaint with the BBB.
  
  My office spent 4 months working on your behalf with ********** to secure the $14k settlement for your roof replacement with no compensation whatsoever. We took extra care on dumpster placement to avoid any further damage to your crumbling driveway. We went above and beyond to protect your special-needs daughter's favorite 6FT tall sunflowers sitting under the garage eave from damage during tear off. Please pay your bill.
  

  Customer Answer

  Date: 11/18/2024

  It was clear that he hires people who do not know what theyre doing as they are either subcontractors . We were never told he must sublet all his work out . It was clear from that moment on he did go by another door that night he did have the two gentlemen and women Take the door back off that is where it became very evident that the door was never installed properly. They used metal to shim it so trying to get it was very dangerous . He did that night. He sent them on their way the employees and it did take a few hours for that. He did go buy a door at **********. And my husband did agree to Install the door. And the only reason was the people who came to install the door had already took in our door that was on there. He mustve made a comment. My husband did not demand this key to keep the door in any manner the door that was damaged. He just said he would keep it. It is sitting here. Hes more than welcome to come and get it because that is another element now he is trying to say we owe him money for two doors. He did take the price off the door and put a note that says customer unsatisfied with subcontractor door install customer wishes to install door themselves.
   
  But now he can have 24 hours to come get the store and be gone. Nothing has happened to the door. Its in the exact same condition. It just has been sitting outside since then.
  But at the same time occurring, it had become very clear through trying Trying to figure out what was going on and why things were taking so long also, we werent sure at the time especially me if my husband could even install the back door with the entrance. Be OK with that since we had been working with a contractor . But I also was concerned because we were having such a hard time with siding and making certain As for example, there are certain insulation behind our siding and the insurance wanted to use a different type And he would keep coming back to us saying no you have this insulation the other . But it was clear after speaking to two different upper claims Managers supervisors the next level up when youre having problems getting closed out . That was not our problem our problem statements that the contractor Had made leading them to believe that some of our sighting problems occurred at different dates Than what the claim is for . Also, in speaking with them about the back door and talking that through with them, it became very apparent that we were dealing with a contractor trying to be greedy with money and he doesnt hire people that know what theyre doing . The other element was we had to go through our mortgage company when it was time to cash the checks any check that weve gotten cents has had our mortgage they had a lot of questions The final statement or **** I had to request from him because we didnt no longer want to work with him. We took him off. He could no longer get information about our claim. But he could still talk to State farm about his items Work that was completed . When we got the final bill and We got the checks we did send them and we did have to do a couple consultations with our mortgage company along with needing to go back to State farm and ask a couple follow-up questions along with high marks renovation Invoice Noting because of some of The questions they asked and I answered is honestly as I could he was charging for a metal roof. This is not what he installed. He installed a California valley. We did have the metal prior to his installment When he learns that the mortgage company was going to be asking, warmed up questions and he did change that he changed some of the other pricing as well. He did ask to speak to them. They stated they only speak to us. I also had to go back to our mortgage company and ask them a couple questions to satisfy the mortgage company We also had to Have a secondary contractor come in we had to have our roof inspected to make sure His work was Was done to satisfaction also a piece of mine as well after seeing the back door .  To satisfy the mortgage company as well, especially after letting them know the doors showing them pictures and then asking why we are going with a another contractor to finish the work . at the same time when I was going back to him with these questions and State farm as well, There was a totally different separate invoice that came through an email that was attached to me and to State farm I will attach those as well 
  
  The insurance said no they did do the emergency tarp . And I released a check for that and then we had the additional work done by a secondary contractor along with a roof inspection so we could satisfy the mortgage company To have funds released in check list to have But the mortgage company did come back and asked why we have a separate invoice for a Emergency tarp along with other things. Why was it not on the initial invoice for the work? Hes already changed his invoice multiple times At this point 
  Mortgage company had asked and at this point I think he started to realize That he wasnt going to be getting anything extra He knew exactly how much the insurance had paid out for everything so far And when I asked him the question of why he did not invoice State farm or us in the manner, he corrected it to have the California valley The response was, he was doing what the insurance had . I went back to the mortgage company to give his explanations Noting he always wanted to call you and have a verbal conversation instead of texting or email When we got to appoint when I noticed something didnt seem right between the insurance I asked for him to always include me from then on out on those emails, and that is when I started to receive them But not until I requested those . But anytime we would ask any questions through text, Or email He would quickly call you Instead Responding through email and text Just recently, I have started putting in only communicating through email with him. 
  
  They wanted to look into a few things got back to me, asking me a few more questions like some of the questions youre asking along with they would not be releasing the funds for that particular item because it wasnt on any of the other invoices. They also recommended that we seek some legal counsel which I did speak to someone can gave them the information show them what we had and they are recommendation I then went back to the mortgage company and And spoke to them We felt like asking for a percentage off And thought it was fair to ask for this amount ******* Due to the circumstances Having to have a secondary inspection on the roof , He did not complete all of the work the door incident  Multiple days  About three in total  Dealing with the door and then having to install the door ourselves  Having to look for a new contractor to finish the work  The amount of time and days I spent trying to figure out what was going on  With State farm upper level in State farm that was time and energy we had to pay for, someone to come out and do the rest of the work That was a part of this claim and what the insurance wouldnt pay out to have those fixed . Also, when I did reach out to him last week after speaking  Asking for that deduction of $2000 explaining why That was a He tried to do a scare tactic, and I will include that email saying he could charge us for interest charge Late fees That **** requested to keep the extra door in the price of both doors That he didnt charge us for the testing of the shingles.
  

   

  Again, I will state the many times we tried to text him when things were falling Due to the fact of other pieces were damaged that were in the initial State farm claim
  But he would not text back. I have a text. I text him asking him a question that I will include asking. When did he contact State farm for missing siding And cannot give a direct answer to that.

   

  Business Response

  Date: 11/20/2024

  Good afternoon *********,
  
  Yes, we do hire subcontractors and I have never suggested otherwise. The only items on your invoice are for the roof work. You state you've had the roof inspected by a 3rd party and as far as I can tell from your messages there are no issues with the roof. Yes, we installed shingled valleys, that is our recommendation due to metal valleys often suffering from nail-pops due to the different thermal expansion characteristics of metal, asphalt and lumber. You've previously acknowledged that I explained this recommendation to you and ****, and it was written as such on the estimate provided when making material selections.
  
  The answer to your final question about when I requested the siding be covered is "many times". Even before the second storm when the siding panels blew off I was doing my best to get your siding approved for replacement. I have attached my email to State Farm, from 2-27-24 explaining that your original siding was insulated and the insulating backer had been blown off during the first storm. I unfortunately do not make decisions for State Farm, I can only submit evidence for their review.
  
  Your siding damage did occur at different times, that is simply a fact. A fact State Farm had photos of because the siding panels were still present during the initial inspection by State Farm on 1-29-24. The reason I wanted to get the siding covered due to the insulation being missing is because that damage occurred during the first storm and would all be under 1 claim date/deductible. You also told your State Farm agent ***** ******** (I have attached that email) that the damage occurred at different times and he explained to you that the siding going missing during a later storm would have to be a separate claim with a separate deductible. Just as I cannot make coverage decisions on State Farm's behalf, I cannot file new claims on your behalf.
  
  That 2-27-24 email is also where -- at ****** request when I was there on 2-26-24 collecting shingle samples and installing the tarp -- I first submitted documentation of the original door model/pricing because **** felt the $366.08 State Farm had allowed on the initial estimate was not enough. Not my own greed.
  I have attached (some of many) texts with **** regarding the potential for filing a second claim for the siding as well as his opinion of State Farm's door pricing above.
  ****: "Yeah, what they're talking about for the $200 [****] that won't even buy the cheap cheap door"
  ***: "They revised the door to $761"
  
  As you state, your husband did say he would install the door himself. You ultimately retained the full $716.** material+labor 'greed pricing', as well as the door kits at no cost. I am not asking for the door back, I am only asking that you pay for the completed roof work approved and funded by State farm.
  
  
  As far as knowing what ********** agreed to pay and adjusting our invoice accordingly, that is because from the very outset I said we would perform the work at the pricing agreed to by State Farm. The estimates I provided during the negotiation with State Farm and during material selection were higher than what State Farm ultimately agreed to, and I wrote down our invoice to meet their pricing.
  
  As far as the mortgage review process, you chose to handle that yourself. I do sympathize with you 110%(!!) regarding the time it takes to deal with the obstacles both insurers and mortgage companies create when handling claims. I invested an immense amount of time negotiating and gathering evidence for State Farm on your behalf to secure funding for your roof replacement. These are unfortunately steps in their process that I don't control. As you've clearly experienced since cutting us out of the loop, it is a slow and arduous process.
  
  As far as how offering a $500 discount/credit and to waive interest and late charges on a job over 4 months past due constitutes a "scare tactic"...I don't even know how to respond.
  
  The $500 credit offer (and waiving interest/fees) stands through the end of the month.
  
  Best Regards,
  ****** *****
  Highmark Renovations
  ************

  Customer Answer

  Date: 11/22/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22546004
  
  I am rejecting this response because: 
  
  Regards,
  
  ********* ****

  Customer Answer

  Date: 11/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22546004
  
  I am rejecting this response because: 
  
  Regards,
  
  ********* ****

  November 18 of 2024 I received a text message from a *** *******. He would like to meet in person or through a phone call I wasnt quite sure because I have received text messages from this person previously In September talking about if the mortgage company has released fund I inquired more information because when I asked previously if there was someone else I could speak to over *** he just referred me back to *** . He responded with he is the founder hed like to speak  To see how he could satisfy our experience I did inform him at in a text. I wasnt quite sure what he was wanting from me. I think I had been clear throughout the process in the last few months and we had already completed All additional work . We met on Thursday  Nov 21 2024  he came to our home .  He apologize for our experience we went over everything that had happened again he apologized company had meet our Expectations.  He explained that the company growing and have been very busy He stated that *** doesnt typically work in the field . Again, we went through the entire experience even in my text to him. I let him know that we had finished up the work with a different contractor so I wasnt sure why he wanted to meet. Again he was he did apologize for the experience. Again, he was stating that this is not a typical experience that they He did make it seem he works for that install the door on a regular basis  . We went over some of *** s response on the Better Business Bureau . He thought he could help us with our siding work, which confused me because I had already told him this was completed . He felt like he could get our siding replaced . I let him know we had already Finished all the paperwork work that needed to be done . When talking about Roof shingles, he stated that this is the only shingles they offer . So they dont have any other options that they regularly offer to their clients just the colors of the shingles . Throughout the conversation and each element that we talked about, I offered to show him the invoices and also show him anything. I submitted to the Better Business Bureau or still have He never seemed interested in looking at those things. I did make the statement to him that if he had read my last email to *** prior to reporting them to the Better Business Bureau, I was trying to get through the whole process and realized when *** e-he never seemed interested in looking at those things. I did make the statement to him that if he had read my last email to *** prior to reporting them to the Better Business Bureau, that noting I would have done anyway I was trying to get through the whole process and realized when *** emailed me Scare tactic email is when I realized I was going to have to go ahead and reach out to the Better Business Bureau to conform a complaint prior to wrapping up all payment methods with them .  *** and I came to an agreement The exact same agreement that I asked for from *** . I did request that he invoiced me Final invoice amount $8699.57 -$2000  making the final balance$ ******* along with he had taken the door with him on Nov ***** And our account would be settled But I needed an invoice stating that so I could get the funds released hopefully by Tuesday Nov26,24 He made this statement oh, Im not worried about that . He did take the door with him that day . I did not receive any invoice I reached out to him yesterday Nov ***** Via text Inquiring and he acted as if he thought he sent the email or he would someone by the end of that day that still hasnt happened . 
  
  
  I will also include the text message that I have between me *** The founder of this company 
  
  
  I do feel I have tried everything On my end to settle this, I didnt need to meet with this ***, ***  Ive reached out to him about the invoice yet. Clearly this company has a lot of miscommunication between themselves. I even included my email yesterday, just in case he didnt have it. 
  This is a frustrating situation to put By a company Acknowledging in his message, our agreement So I have an invoice to pay what I feel is fair within this that we agreed on last week . 
  

  Customer Answer

  Date: 11/26/2024

  November 18 of 2024 I received a text message from a *** *******. He would like to meet in person or through a phone call I wasnt quite sure because I have received text messages from this person previously In September talking about if the mortgage company has released fund I inquired more information because when I asked previously if there was someone else I could speak to over *** he just referred me back to *** . He responded with he is the founder hed like to speak  To see how he could satisfy our experience I did inform him at in a text. I wasnt quite sure what he was wanting from me. I think I had been clear throughout the process in the last few months and we had already completed All additional work . We met on Thursday  Nov 21 2024  he came to our home .  He apologize for our experience we went over everything that had happened again he apologized company had meet our Expectations.  He explained that the company growing and have been very busy He stated that *** doesnt typically work in the field . Again, we went through the entire experience even in my text to him. I let him know that we had finished up the work with a different contractor so I wasnt sure why he wanted to meet. Again he was he did apologize for the experience. Again, he was stating that this is not a typical experience that they He did make it seem he works for that install the door on a regular basis  . We went over some of *** s response on the Better Business Bureau . He thought he could help us with our siding work, which confused me because I had already told him this was completed . He felt like he could get our siding replaced . I let him know we had already Finished all the paperwork work that needed to be done . When talking about Roof shingles, he stated that this is the only shingles they offer . So they dont have any other options that they regularly offer to their clients just the colors of the shingles . Throughout the conversation and each element that we talked about, I offered to show him the invoices and also show him anything. I submitted to the Better Business Bureau or still have He never seemed interested in looking at those things. I did make the statement to him that if he had read my last email to *** prior to reporting them to the Better Business Bureau, I was trying to get through the whole process and realized when *** e-he never seemed interested in looking at those things. I did make the statement to him that if he had read my last email to *** prior to reporting them to the Better Business Bureau, that noting I would have done anyway I was trying to get through the whole process and realized when *** emailed me Scare tactic email is when I realized I was going to have to go ahead and reach out to the Better Business Bureau to conform a complaint prior to wrapping up all payment methods with them .  *** and I came to an agreement The exact same agreement that I asked for from *** . I did request that he invoiced me Final invoice amount $8699.57 -$2000  making the final balance$ ******* along with he had taken the door with him on Nov ***** And our account would be settled But I needed an invoice stating that so I could get the funds released hopefully by Tuesday Nov26,24 He made this statement oh, Im not worried about that . He did take the door with him that day . I did not receive any invoice I reached out to him yesterday Nov ***** Via text Inquiring and he acted as if he thought he sent the email or he would someone by the end of that day that still hasnt happened . 
  
  
  I will also include the text message that I have between me *** The founder of this company 
  
  
  I do feel I have tried everything On my end to settle this, I didnt need to meet with this ***, ***  Ive reached out to him about the invoice yet. Clearly this company has a lot of miscommunication between themselves. I even included my email yesterday, just in case he didnt have it. 
  This is a frustrating situation to put By a company Acknowledging in his message, our agreement So I have an invoice to pay what I feel is fair within this that we agreed on last week . 

  Customer Answer

  Date: 11/26/2024

  Again today is November 26 24 And I still have not heard anything back from him after our messaging yesterday . I do think his text message acknowledges are agreement Yesterday . 
  
  

  Customer Answer

  Date: 11/26/2024

  Again today is November 26 24 And I still have not heard anything back from him after our messaging yesterday . I do think his text message acknowledges are agreement Yesterday . 
  
  

  Customer Answer

  Date: 12/09/2024

  Update as of 12/9/2024 
  To the state, I have not received any kind of statement Stating that he took the door on that 11 18, 2024 Along with once payment is made Everything would be paid in full to the agreed-upon price . 
  Since I have not received anything on 12 /9/24. I did choose to send an email because their invoicing program that I had received prior in invoices too. I used to pay a $5000 payment but it does not have any memo section or note section on it so I sent an email separately to their business email stating once they receive the payment or choosing to accept the payment. It would be acknowledgment of the bill being paid in full and them taking possession of the door on the date it was taken I will attach those two things.  Or copies of them . I wasnt quite sure what else To do on my end. I would recommend to others to not use this company provided That their sales *** or founder are not on the same page. They also use scare tactics and also feel they can take their time, but they dont want the same from you. They do not use ***utable subcontractors. Please be aware when using this company