Complaints

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 29, 2024, I signed a contract with Castlebrook for the repair of my flat roof, as I was at risk of losing my homeowner's insurance if the necessary repairs were not completed. The contracted amount for the work was $7,500, of which I have already paid $3,750. According to the contract, the scope of work included removing all existing roofing, re-nailing decking, replacing soffit/fascia, adding scabbing as needed, cleaning the job site, and confirming customer satisfaction upon completion.Despite my clear request for a flat roof repair, ***** ***** escalated the project to a full roof replacement and involved an attorney in the process, which led to significant delays. This resulted in my insurance company canceling my coverage, thereby placing me in a severe financial hardship as I am on a fixed income. The work, which was supposed to take a day and a half, extended to almost five months, with the final work date being September 3, 2024. However, the roof has still not passed inspection.During the course of the project, ***** removed wood from my flat roof without proper tarping, causing rain to enter my house and resulting in significant interior damage. Although ***** attempted to repair the affected ceilings, the work was sloppy and did not adequately address the damage. Additionally, he has not addressed the damage to the paneled walls.Moreover, the replacement of the soffit area was done poorly, using what appears to be scrap wood pieced together, leaving some damaged wood unreplaced. The overall quality of work is unsatisfactory, and I am completely dissatisfied with the outcome.***** is now billing me an additional $3,000, despite the project not being completed to standard and the significant issues caused by his negligence. I have withheld the final payment due to the unresolved issues and the failure to pass inspection.

  

  Business response

  11/03/2024

  Tell us why here...This complaint should be removed immediately! We have filed our intent to lien on this property & have turned it over to our credit agency. I've attached our signed contract with the customer clearly stating the scope of work to be covered & detailing the rate of additional wood work. As you can see in the attached photos we had to rebuild the entire leading edge & soffit box due to years of lack of maintenance. The termites were actually active as we opened the old roof as you can also clearly see in the photos. This is just another classic case of a customer trying to use your platform to get out of a payment! The interior damages that Mrs. ******** is eluding to are do to her years of neglect to her property as you can clearly see in the provided photos. The areas where Mrs. ******** is claiming that she had water intrusion are right over the areas where you see all the plywood & fascia damages provided. Again she is simply using this as an excuse to evade her final payment. Please find photos attached of our signed agreement with Mrs. ********* Contract language is very clear as additional charges for work found outside of originally estimated scope IE wood work. As you can see in the photos the damages that Mrs. ******** is referring to in the interior of her home are due to years of lack of maintenance. You can see the termite & insect activity in the photos. You can also clearly see the rotted plywood that had been there for years due to her lack of maintenance. This is another classic story of a customer using your platform in attempt to get out of a payment. We have already filed our notice of intent to lien on the property & will move forward in our collections process. This has also been turned over to our third party creditor for collections. I ask that you remove this comment immediately as it's completely unfound & without merit. Also most importantly please review that photos attached & the time & date stamp on them. These are photos taken back on November 29th 2023 clearly showing that the water intrusions that Mrs. ******** is attempting to blame on Castlebrook were indeed existing issues!!!!!!!!!!!!!!!!! Again Mrs. ******** is trying to scam her way out of a final payment & it's not going to happen on my watch!!!! Now I ask that you remove this factless review of our services immediately as it's a clear case of defamation against Castlebrook Restoration and Roofing LLC. THANK YOU

  Customer response

  11/07/2024

   
  Complaint: 22498146
  
  I am rejecting this response because we are not attempting to avoid payment. Our goal is to reach a resolution. ***** has been inconsistent in his statements, admitting to certain issues and then denying them. He has misled the roof inspector, my son, and me, retracting his statements multiple times. He attempted to 'fix' the interior but then retracted his efforts again. We remain dissatisfied with the work performed. The roof continues to fail inspection, and we do not consider the work complete until both the soffit/fascia repairs are corrected and the roof passes inspection.

  
  Additionally, ***** has contacted me directly (through my daughter-in-law) and threatened me after I filed a complaint (see attached) with the BBB. He has also turned me over to collections, which we are disputing. While he has indicated his intention to file a lien, we do not believe it is justified.

  
  If ***** is willing to reduce the price to cover the cost of hiring another contractor to fix the soffit and fascia work, as well as the necessary interior repairs due to his negligence in not tarping the roof, and if the roof can pass inspection, we will consider the matter resolved.
  
  Sincerely,
  
  **** ********

  Customer response

  11/21/2024

  We are not prepared to make payment at this time. I spoke with the inspector today and the only reason he passed the permit is becasue HE (the inspector) brought out a new permit pack. ***** never showed up. While the roof is now complete, we have the work on the soffit and fascia that we we are extremely unhappy with and that has not been corrected. As far as the damage inside the home, it is actually worse now than when we started this process. First of all, the photo submitted is an old water stain from an old leak. That was never painted becuase shortly after it was fixed (see the invoice for the repair) my husband became sick and eventually passed away and the ceiling was never painted. As a result of *****' negligance, the entire room, not just that corner is damaged and after ***** attempted to fix it, he made it worse and we have obtained an estimate to repair it. I've attached that here as well. As I don't want to run out of time, I will upload the attachments separately from this response. 

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a complaint against Castlebrook Restoration and Roofing (along with a person who represented himself as James W****) for hurricane fraud and price gouging, via a form dated 9-29-24. At the bottom of this form is the License Number CCC1332960, which appears to have a history of public complaints against it with the Florida Department of Business and Professional Regulation. The individual came to my house – **** *********** ***** ****** ** ***** – on Friday, September 27. We thought we were letting him in for a quote on repairs related to our home, which took in water during the storm. He came in our house, looked around, and plugged a fan he had brought with him into a generator we already had on site. He then came on Sunday 9/29, purportedly to visit another neighbor, and we gave him back his fan. Upon this Sunday 9/29 visit, he became visibly angry that we did not intend to hire him for any work. This week he sent me an invoice for $1,750. We are not paying the invoice, but I feel compelled to report these facts. He is posting signs in our neighborhood, visiting neighbors, and may be trying to pressure others. We are not paying the amount and have contacted our insurance company and adjuster to let them know the circumstances of this fraud. This person appears to be lending a fan in the midst of everyone’s tragedy, representing he is a person offering quotes for repairs, and then billing for “staging” an extension cord and setting up an “air move” if he is not hired. Please note that given all the facts I have told you above, this person has written his invoice to make it seem like the “staging” of the “extension cord” to the “air mover” somehow relates to “roofing.” Perhaps he is a roofer (with a history of citations), but at any rate he did not walk on nor did he inspect our roof at all, another reason the behaviors and charges are not valid. Thank you for your attention to this matter. If we can give you any other information, we are happy to.

  

  Business response

  11/05/2024

  Please find our executed payment authorization form attached. Contract language is very clear & speaks for itself. This document is drafted directly from my attorney & as you can see has FL pursuant verbiage. I've also attached photos of all our services rendered with Mr. ******. Sadly we live in a world today where people are under the assumption if they complain enough they'll get out of paying their bills. That will not be the case here. This matter has been turned over to our creditor, we'll be taking Mr. ****** to court for breech of our executed payment authorization agreement & refusal to pay his balance for our services rendered. THANK YOU!

  
  

  Customer response

  11/05/2024

  Complaint: 22414217
  
  I am rejecting this response because this is a forged version of our agreement. I did not verbally or in written form agree to any payment, including in the form which the business forged. I have attached the original version of the form as well as a text conversation with Mr. W**** in which he acknowledges my unwillingness to sign the agreement for payment for services, since I asked Mr. W**** to come to my home for a free estimate for flood damages. Castlebrook Restoration and Roofing is price-gouging vulnerable individuals following Hurricane Helene. The amount that the company is charging is entirely fraudulent given that I did not agree to the charges, but also constitutes unreasonable, price-gouged charges for less than two days of use of a fan that I did not request as well as evaluation of flood damages that were visually obvious.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rec'd damages from Hurricane ***. I used Castlebrook ********************************************* to replace my roof, my ceiling, and my porch posts and ceiling. There was a payment of $9,879.19 from Citizens Ins. There was agreement to make sure monies would be given to me to pay for tarping my roof, cutting down trees and getting a generator. 5 months after the *** they finally replaced my roof. ***** later they attempted to do my ceiling, leaving the work unsatisfactory and my son in law had to do 75% of the ceiling repairs. No work was ever done on the porch as contracted. I was literally promised that, and I quote: "I will make sure that you have money to pay for the tarp, trees, and generator to your son in law, you do not have to worry about this." If we need more money, then we will contact Citizens. They refused to give me estimates. They refuse to give me prices for work done. They refuse to give me copies of the contracts. They have spent weeks and weeks NOT returning phone calls and emails. They knew from the moment I called them that I was deathly ill and disabled and not able to walk. They have been informed that I have stage four cancer causing my issues. This company has taken advantage of a very sick woman alone. They have done shoddy work, they have not given me proper documentation, and every time someone came to my house it was someone different which I think was to confuse me. Even office staff is different. I am worried about how many other people who have been taken advantage of by this company. I feel used, and cheated, and very sorry I ever chose this company. I am sorry they made promises they cannot honor, but that is not my problem. They made the agreements and should have to honor them. It is as simple as that.

  

  Business response

  03/13/2023

  To whom it may concern on this job, we have completed the roof and interior work. *************** was awarded a payment from the Insurance carrier of $9,879.19. This initial payment was to cover the roof replacement and interior repairs incurred during Hurrican ***. We have made several attempts to collect the deductible payment in the amount of $1856.00, of which she has refused to pay. At this point we have fulfilled more than what is still owed. At this point *************** has been told that we cannot finish the work until the deductible has been paid. Furthermore, we are waiting on *************** insurance carrier to respond to our request for supplemental reimbursement for work performed on the post. Please find the signed contract and terms and conditions and photos of completed work attached. Contrary to her statement, she has been sent the same information. Please reach out if there is anything else that you need. 

  Customer response

  03/16/2023

   
  Complaint: 19580418
  
  I am rejecting this response because: the signed contract shown is for work that has not been done or ever addressed. There is NO  signed contract showing the work on the roof. There is NO signed contract showing the work for the ceiling inside of the home.  The work on the ceiling was only partially done by the business and never completed properly. My son in law had to come and finish the work. As this is not his profession he was unable to finish it properly and you can still see the places where the drywall was replaced and where the tape was used to hide the seams. I have not been submitted with any bills that I owe money. Yet during the time that the contract was being set up, the employee said that there would be enough monies from the payment from ******************* to reimburse me for the work done on covering the holes in my roof with tarping.  There would be monies to pay for the tree cutting and removal for the downed tree. There would be monies to pay for the clean up on the inside and outside of the home which receipts were submitted to the business. I had to replace all furniture in my living room out of pocket due to damage from the ceiling that fell in.  Computer, desk, sofa, chairs, painting of walls etc. had to be done within in the home, as well as a small generator  It is my believe that the contract for the roof is NOT being submitted because it shows that they agreed to pay me for the tarping of the roof and they now do not want to pay the monies that they promised. Also there was an $87 payment for the repair of my fence that was included in the insurance payment which they do not even do fence work and they have kept this as well. I feel that this company owes me $1931.00 for the tarping  I have paid everything else. The person who talked to me about my contract for my roof (which they do not seem to even have or are hiding because of the promise of the payment to me) literally said to me and I quote:  "I promise that we will give you the money to pay ************************* for his services" end quote.  

  I very much want to see the contract for my roof work.  It has not been given to me. 

  I very much want to see a material list and the charges for the roof work. 

  I very much want to see the material list for the work on the ceiling showing the discount for the incomplete work that was done.  

  I keep asking for the roof contract signed by myself which they have not been able to supply. 
  
  Sincerely,
  
  ***************************

  

  Business response

  03/16/2023

  To whom it may concern, *************** has been reminded many times that her deductible would be her only expense. Since we have completed the roof replacement and all interior repairs, no more work will be done at this point until her deductible is paid. At this point she is refusing to pay it and this is where we stand. If *************** would like to see the estimate for work performed, she can look at the Citizens estimate as we are contracted to do. I have attached the signed contract, Citizen's estimate, completed interior photos. and completed roof photos. As they were sent with the original response. 

  Customer response

  03/19/2023

   
  Complaint: 19580418
  
  I am rejecting this response because:  I still do not have a signed contract for the roofing work.  I have been sent the contract for the posts multiple times.  I WANT a copy of my signed contract for the repairs on my roof and on my ceiling.  

  I am rejecting this response because:  The ceiling photo shown is the kitchen only.  There were only stains on the kitchen ceiling.  The living room ceiling had to have pieces of drywall removed and added.  This work was not up to standards.  I also see that they have charged several hundred dollars for the painting of the kitchen, dining room, and living room ceiling, yet Castlebrook Restoration DID NOT DO THE PAINTING.  The painting was done by **************************  The paint was purchased by ************************* as well. 

  I am rejecting this response because:  There has been no bills submitted to me for anything.  Again, the deductible was satisfied by replacing all of my living room furniture as it was all stained and ruined when the drywall and insolation fell on the living room items.  

  I cannot believe that in all of these correspondences they STILL CANNOT SUPPLY A COPY OF THE SIGNED CONTRACT FOR THE ROOFING AND CEILING REPAIRS. They say they did over $8000 of repairs to my home yet cannot furnish a SIGNED CONTRACT for any of the repairs that have been done.  I cannot believe that they are showing that they are paying someone hundreds of dollars for painting my ceiling when my son in law ************************* did the painting to my ceiling.  I have never been given a copy of my signed contract. At a minimum I want to receive this contract.  It is still my belief that this is not being supplied to me because it states that money will be paid to me and they do not want to honor the contract.  

  Sincerely,
  

  
  ***************************

*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. ↩