Complaints

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had this contractor handle an insurance claim for hail damage on our home. We read reviews and were drawn to them as they had a public adjuster that would work with insurance for the end goal of getting all of our damages covered. We received the estimate which we were unsatisfied with. We reached out to the contractor who was quick to say great news they are covering the roof but when we discussed this with them we said we need the roof and siding to move forward. They were dismissive of this and did nothing further but state they will replace a portion of your siding. When I messaged the contractor with hot top restoration and told him we were dissatisfied with the estimate and we will not be moving forward with the claim he stated the claim is already in place and the materials for the roof were already bought and they could only refund the cost of siding and they would just do the roof. I responded back I have not even received a check from insurance but it will be returned to the insurance company once it is received (all of the above information is in a text message) I also informed him a claim is not finalized until a check has been signed and cashed neither of which have been done. He then responded back no problem. Its your choice to move forward. I am extremely upset as this company blatantly lied about an insurance claim and attempted to try to make me believe I owed them something. Good think I am aware of how claims work but how many other people have they illegally made believe they owe their company money?

  Business response

  10/04/2023

  As a roofing and siding contractor here in ******** and with a public adjuster license as well we provide insurance work also. We evaluate the property and see if it's recommended to file an insurance claim on their homeowner's policy due to any accidental damages such as hail and wind. We approached ******** and offered a free inspection on her Roof, Siding, and soft metals since they had a bad 1.5" to 2" hail not that long ago. We discovered her roof and rear elevation on the siding were highly affected by the golf ball size hail they just had. We presided by opening the claim with the homeowner's permission by signing a letter of representation. and conducted an initial inspection with the insurance carrier. The insurance carried agreed on the damages on the roof, and rear siding only to get paid out for. Now the homeowner is furious with us because the insurance didn't pay for her whole siding when there's no damage found and the siding is still available in suppliers. (Document to prove) We haven't received any payment from the homeowner or insurance carrier for us to proceed with the repairs. We believe if the owner does not agree with the estimate she should take action with her homeowner's insurance since we don't make any decision on what gets approved or not. Just some advice from a contractor who has handled hundreds of homeowner claims. If we had a misunderstanding we had texts to support our evidence as well and ********'s pictures don't show when we ever said we got the materials already and she had to pay us. I stand behind anyone who represents me wouldn't ever say that. The homeowner doesn't answer our text messages or phone calls. If you have any other questions you can reach out to me at ************* ************************** 
  

  
  

  Customer response

  10/06/2023

   
  Complaint: 20566211
  
  I am rejecting this response because: I need a letter releasing me from the deceptive contract. I will not be responding to any calls or messages from the company and will direct all my concerns and questions through the BBB for documentation purposes. Please also refer to the previously attached copies of text messages received from the company in regards to my initial concerns.
  
  Sincerely,
  
  *****************************

  Business response

  10/09/2023

  Hello, were trying to understand where you're coming from, but we do recommend you replacing the roof since you guys did get affected with the bad hailstorm recently and can lead to bigger problems in the futter. We did make it clear before you signed the letter of representation that were okay with you not wanting us to complete the repairs, but you do have to provide us 15% of the amount we got approved from State farm for the public adjusting work we did stated in the first page of the *** (Submittal, Negotiation and Appraisal.) and for us to be able to send a letter of release we need you to prove that amount you agreed. Attached you will find the Letter of representation you signed; we can also provide a copy of the approved contact from the ******** department of insurance. We have never had any problems with other homeowners understand our public adjusting fees. 

   

   

  Sincerely, ***********************;

   

   

   

  ***********************;
  Public adjuster | ******* Adjusting Co.
  P: ************* E:
  www.hottoprestoration.com
  ***************************
  ********************************
  ********************************************************************************
  ***********************************************;
  
  

  Customer response

  10/10/2023

   
  Complaint: 20566211
  
  
  
  I am rejecting this response because: It is very apparent to me now that I made a huge mistake signing a contract especially since I never received a copy of the contract. I was under the impression it would be emailed which never happened. I expressed my dissatisfaction with the claim and was under the impression they would reach back out to my insurance to see if there was anything else could be done. Instead they went ahead and had insurance send the check and made no attempt to do anything and now they want 15% of MY claim for public adjuster work when they did nothing to help their client. I could and should have handled the claim on my own but was falsely solicited what their company would provide. According to the ******** department of insurance website it states A public adjuster is required to serve with objectivity and complete loyalty for your interests alone and to render to you such information, counsel, and service as will best serve your insurance claim needs and interests. This was not at all the case. 
  
  Sincerely,
  
  *****************************
  
  Sincerely,
  
  *****************************

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