Complaints

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They tried to charge us 5k for gutters they did not replace. I requested an itemized bill after that because I had lost all faith that they have a shred of honesty. They refused saying they don't do that because of how they submit to the insurance, which is a flat out lie. They are legally required to pay taxes on all goods and services completed. They have to have itemized lists for each job legally because of potential audits. They also tried to get me to turn over my entire insurance check knowing that they don't do 1/3 of the work my house needed. They wanted to hold onto almost 10k that was for a damaged fireplace vent, windows, garage doors etc when the only thing they do is roofs, siding and gutters. We only contracted with them to replace the roof and one wall of siding so we refused to give them our entire 33k check and only paid a 15k deposit. They credited that 5k gutter "mistake" but are refusing to credit additional items of work they did not do! We didn't have our downspouts replaced, but they are still charging us for them. We didn't have any electrical work done, but they are charging us for an electrician. Our bill is still $1400 over! Plus their guys damaged gutters that were not damaged in the storm. The picture is of the gutter their people damaged. It clearly is from a ladder being placed against it and not storm damage. All the serious damage was on the side of our house, not the front. I told *********************, the sales manager and their billing ************* and all I got was chauvinistic statements that were extremely insulting. ** said in an email that "I know it's difficult to understand a estimate." Like I'm some stupid housewife that doesn't have access to a calculator. I worked in insurance for 18 years. I was licensed in 48 states as a P&C agent. I wrote estimates for a living! I told them to credit my bill and I will pay my balance immediately but all I gotten was more personal insults and a refusal to correct my bill.

  Customer response

  04/04/2024

  The pictures dated 9/27/23 are of the front of my house that was damaged by AMP's contractors. They are the same picture, just one is zoomed in to the area that was damaged. The damage was not caused by the original storm. These pictures were taken the day after the storm that caused damage to my house. The third picture is of the hail that fell at my house on 3/14/24 and is way too small to cause any damage.  We haven't had any other hail fall on my house. 

  

  Business response

  06/11/2024

  Disclaimer to readers - To prove Amp did not engage in any wrongdoing with this client weve attached to our response to this complaint, emails between Amp employees and the client, as well as the scope of work determined by the clients insurance carrier and the Invoice & credit memos that amp included in its emails to the client. All personal and confidential information that we are not allowed to legally share has been redacted. Also to make our response easier to consume we will breakdown the complaint into digestible pieces, quoting parts of the complaint and then responding to the subject contained within quotations.
  
  Client - They tried to charge us 5k for gutters they did not replace. I requested an itemized **** after that because I had lost all faith that they have a shred of honesty.
   AMP - Please reference the email evidence we provided titled, Email 1 and Email 3 in pink highlighter. Amp realized its mistake and immediately fixed her credit memo. The total cost of what insurance was paying, for gutters, is $4,043.32 and not the false value of $5K that the client claims. This amount can be found by simply adding the line items on her insurance loss estimate, numbered -13,15,23, and 27. Amp references these line items in the homeowners credit memo titled, Credit  Memo # ****. The proof that we sent this to her is in Email 1. The credit memo lists all the line items of ALL work we did NOT do. All the money that was allocated for work NOT done was given back to the client, which came out to $9,007.14.
  
  
  
  Client - I requested an itemized **** They refused saying they don't do that because of how they submit to the insurance, which is a flat out lie.
  AMP - That is not a lie. We  dont send an itemized **** to the insurance company because the insurance already sent a loss estimate of everything that needed to be replaced. The loss estimate/scope of work is an itemized list of all work that they (insurance) are paying to be completed, but it also contains measurements of all materials. We told the client in Email 1 & Email 5  that she already has the information she requested in her possession, all she has to do is look at the paperwork we sent. In Email 5 we politely offered to sit down with the client to explain the line items the credit memo was referencing on her loss estimate. The clients response to that email was Email 6.
  
  
  Client They are legally required to pay taxes on all goods and services completed.
  AMP - ???????????????False! There is no such thing as a labor tax to install materials in the State of ******** and the insurance carrier broke everything down on the clients loss estimate, what the cost of materials were and what taxes are for those materials when purchased.
  
  Client They have to have itemized lists for each job legally because of potential audits.  
  AMP - This is one of the reasons why we require a copy of the insurance loss estimate if insurance is paying for the roof replacement. We do create an itemized list of materials used to complete the job for production purposes but those will not match the loss estimate exactly because you cannot order materials by the exact amount you need, its not like a grocery store where we get to go pick and choose the exact amount of chicken breast we need.
  A good analogy is if a recipe for a pasta calls for a teaspoon of paprika, you cant go to the store and buy just a teaspoon of it,you have to buy a whole bottle.
  
  Client They also tried to get me to turn over my entire insurance check knowing that they don't do 1/3 of the work my house needed.
  AMP - We explained to the client that before we received payment that she can give us 50% or 100% of the check she received from the insurance carrier, what she decides is up to her, but we need a minimum of 50%. Now the total cost of the work that was not done, which is listed on the insurance estimate as line item #s 13/29,32, 35/** comes out to,   labor costs and materials included, is -  $9,007.14 this is money which was given back to the homeowner, proof of this is the final invoice titled, Invoice #****, which Amp emailed to the ho and the proof that it was emailed is found in Email 1. Now the total cost of the entire project,according to her insurance loss estimate, came out to $**,732.83.
  Now $9,007.14 is actually not 1/3 of $**,732.83, 1/3 meaning *****%, but $9,007.14 is actually ******%. That is a difference of 6.629% and 6.629% of $**,732.83 is $2,236.15. We know that the client is rounding up here but if a client is going to complain about accuracy, numbers to the H3631373932**31**31H, then it only makes sense for us to prove that we know how to do math.
  Amp is NOT doing the math here to prove to the homeowner that we are better than her at numbers or to be a smart***. We are just trying to prove to you, the reader, that the client did not want to do simple math, nor did she want us to sit down with her to go over everything after we offered to do so, proof of that is in Email 5 and her response is Email 6. To conclude, she didnt want to matchup the numbers on  her loss estimate with our credit memo herself and she didnt want us to show her how her loss estimate matches our credit memo.
  
  Client They wanted to hold onto almost 10k that was for a damaged fireplace vent, windows,garage doors etc when the only thing they do is roofs, siding and gutters.
  AMP - False, Credit Memo # ****, which was sent to the client in Email 1, contains the total amount of money that the client received back; the total amount credited back to the client was $9,007.14 and not the $10k that the client falsely claims.
  
  Client We only contracted with them to replace the roof and one wall of siding so we refused to give them our entire **k check and only paid a 15k deposit.
  AMP - This is true, the minimum amount we require clients pay us so that we can order materials and get the job scheduled is around 50%. We are never going to order materials and get workers allocated for a job on just the promise of payment.
  
  Client They credited that 5k gutter "mistake" but are refusing to credit additional items of work they did not do! We didn't have our downspouts replaced, but they are still charging us for them.
  AMP - Again, this is false, please reference the email evidence we provided titled, Email 1 and Email 3 in pink highlighter. Amp realized its mistake and immediately fixed her credit memo. The total cost of what insurance was paying, for gutters, is $4,043.32 and not the false value of $5K that the client claims. This amount can be found by simply adding the line items on her insurance loss estimate, numbered - 13,15,23, and 27. The total cost of the work that was not done, which is listed on the insurance estimate as line item #s 13/29, 32, 35/** comes out too, with labor costs and materials included, is -  $9,007.14 this is money which was given back to the homeowner, proof provided is the final invoice Amp emailed to the ho, titled Invoice-#**** and the proof that it was emailed is found in Email 1.
  
  Client We didn't have any electrical work done, but they are charging us for an electrician.
  AMP - False, the line item for electrical work we did was line item #** on her loss estimate, to detach and reset electrical and the line item for detach & reset is line item #** R&R Light/outlet J-block vinyl. We had to detach and reset the outlet because it was attached to the side of the house, the same side where we replaced the clients siding.But another discrepancy is line item #** on the clients loss estimate for Electrical Labor Minimum, but this line item is listed on the clients credit memo #****. So, the money for line item #** was given back to the client, but the money for the line item #** was not because we actually did the work for line item #**.
  
  Client Our **** is still $1400 over!
  AMP - False, the cost of the job, determined by the insurance carrier, was $**,723.83 and this is proven by looking at the 1st page of the loss estimate, where the Replacement Cost Value is highlighted.Then compare that with our invoice, Invoice # ****, where the total cost of the job is $**,723.83. The invoice breaks down the payments that were made by the client and subtracts the money given back to the client from the total amount, proving that we did not overcharge the client.
  
  Client Plus their guys damaged gutters that were not damaged in the storm. The picture is of the gutter their people damaged. It clearly is from a ladder being placed against it and not storm damage.
  AMP - This is true, the client did not want us to fix the gutter after we damaged it, so instead we did pay for the damage that our crew caused. This amount is found in Credit Memo # ****, total came out to $400. This amount is included in the clients final invoice we sent her,titled, Invoice-#****. Proof that we emailed the invoice to the client is found in Email 1.
  
  Client All the serious damage was on the side of our house, not the front. I told *********************, the sales manager and their ****ing ************* and all I got was chauvinistic statements that were extremely insulting.
  AMP - I dont really understand what the client is saying here, my best guess is that she is explaining that only one side of her houses siding was damaged. Which is true and her insurance carrier paid for one full side of the houses siding to be replaced and that was the only side of the house that we replaced siding on. Any additional funds, allocated to siding on other sides of the house, were credited back to the client. Please reference the line items #** and #** on the loss estimate to the credit memo #****.Again, we told the client to reference the line items marked on her credit memo to her loss estimate. Again, we offered to go over it in person for her and she refused.
  
  Client ** said in an email that "I know it's difficult to understand a estimate." Like I'm some stupid housewife that doesn't have access to a calculator. I worked in insurance for ** years. I was licensed in 48 states as a P&C agent. I wrote estimates for a living! I told them to credit my **** and I will pay my balance immediately but all I gotten was more personal insults and a refusal to correct my ****.
  AMP - The 1st part is true, ** did say that in Email 5 but the client 100% misinterpreted the tone or is making up the tone. Either way, if you read the email I just referenced, it proves that in no way shape or form is ** being condescending or chauvinistic. ** is just attempting to help the client understand what work is getting done and what isnt, it is as simple as that.
  We do not doubt the fact that the client was a P&C agent for ********************************************************************************** personal injury claims, for a living. A P&C agent is a Property and ****************** underwriter that plays a crucial role in the insurance industry by evaluating risks and determining appropriate coverage for policyholders. They assess potential clients and determine whether to approve or deny insurance applications based on a thorough analysis of different factors.
  P&C agents have nothing to do with looking at or writing insurance loss estimates for property damage. Thats the job of an insurance adjuster,  adjusters inspect property damage or personal injury claims to determine how much the insurance company should pay for the loss. If you are reading this, then please ****** these very different job roles.
  What is wrong is the fact that this client has proclaimed herself an expert on loss estimates just so that she can slander Amp and attempt to ruin our reputation because she didnt get her way.

  Customer response

  06/11/2024

  Complaint: 21528574
  
  I am rejecting this response because:
  
  ** insulted my education and my intelligence level at every chance.  I did, in fact hold a P&C license and I am probably still licensed in Health and life. I worked in ******************  For the **************************** of ****** the last 10 of the 18 years I worked in insurance. I dealt specifically with federal regulations, fee schedules for services, Medical necessity and reporting fraudulant claims amongst other things. I retired when we moved to ********. I was never an adjuster, nor did I ever claim to ever be one. I did finalize estimates for auto/homeowners claims for the adjusters years ago (before they were done electronically someone had to manually enter them into the system. That was part of my job.) I was also a Service Writer for my dad's repair shop prior to that. I wrote up all the invoices for repairs completed and did the estimates for repairs. For example, if you needed to know how much it will cost to rebuild the transmission in a 1995 **** truck I would write up an estimate that included parts, labor, taxes and disposal fees. No license required to do that either. My dad owned one of the largest heavy equipment repair services in ********. So I had lots of practice prior to getting into the insurance industry. Bottom line, I do know how to read and write up an estimate because I did, In fact write them up for a living. In ********, you have to have an adjuster's license to assign cost of repairs for insurance claims however, you did not need an adjuster license to finalize/write up the estimate that the adjusters did back then. A P&C License is all that was required. Stop calling me a liar and questioning my integrity when your company actually did try  overcharge me by thousands of dollars and then refused to give me, your customer an itemized bill so I could verify the amount owed was correct. (In ********, that is required)   

  I know for a fact that I am not the only one who has had serious issues with their billing. My neighbors have had issues as well and there are multiple postings on the ******************* page warning people not to use them. One of my co-worker's home was damaged a couple weeks ago by a storm and I told him to steer clear of AMP at all costs. His response, you aren't the first person to tell me not to use them. 

  **'s verbal assault was so severe that a representative from AMP called me to  apologize for his behavior after he read all of the communication between us. He said that ** is going through some stuff in his personal life, but it is not an excuse to speak to anyone that way. He then did go line by line on the estimate. In addition to charging me for the gutters they did not replace. They were still charging for down spouts, electricians , painters and other small items that they did not repair and replace, The bill was off by more than the credit to replace the gutters their contractors damaged. 

  Bottom line, they did try to over charge me and refused to send me, their client  an itemized bill showing me a list of the actual repairs/replacements completed. All I received was emails saying pay X amount. All of which either did not have a list of line item credits or were an incomplete list of credits.  An estimate is not a bill.  Sending a customer, not the insurance company, an itemized bill detailing what line items were credited from the insurance estimate is very much within the scope of their responsibility. Especially when they don't do all the work listed on a 10 page estimate. I don't know anyone who  pays bills blindly. Especially when it is a large sum of money. What I was asking for is not out of the ordinary. I just wanted to verify that I was not being charged for items on the estimate that they did not complete. Which I was. 

  I was not advised that I was able to put a 50% deposit by any of the three sales reps we had before the work began. I was sent a email demanding $28,540 and it was reduced to $15,000 only after I told our second sales **** ***** he was not getting money for repairs AMP doesn't do and I will not pay in full in advance of any work being completed. I could tell ***** didn't want to ask for the entire amount but was probably being pressured to try to get me to pay the entire amount of my check. A day or two later ***** quit and I was told that he left because "he was scared to climb on roofs." I don't believe that either. ***** had zero issues climbing on the roof of my 2-story home multiple times. My husband and I talked with him at length about his construction experience. If my memory is correct, he was a roofer at one time. We were given a similar scenario for the first sales rep we talked with quit. I don't believe that story either. I think they quit because they either weren't making money or they took issue with AMP's business practices, Not everyone is willing to lie and scam people to make a living.  

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

  

  Business response

  06/17/2024

  All Issues were addressed in our initial response to the clients complaint. We never kept any money for work we did not do. Yes, the gutters did not initially appear on her credit memo, but that mistake was immediately fixed, proof of this is in the email evidence provided, and we paid for the damage that our crew caused to her gutters. The client is essentially repeating what she said in her initial complaint, all of which has already been addressed. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My house in ********** was hit with hail in September of 2023. I contracted AMP to follow the insurance claim which consisted of replacing the roof, gutters, downspouts, rear fascia, and siding on right and rear elevations. Months go by with 0 communication which was not concerning at the time because of high demand for roofing repairs. They completed the roof at the very end of November and did a satisfactory job. Then again, did not hear from them for a couple months until one day they decided to come install gutters and downspouts that day. At this point after many failed attempts, it is clear that AMP does not communicate with their customers. Then one day they show up again and start replacing the siding, but no fascia. While picking up all the trash and nails left behind over the next couple days it was feared that they installed someone else's siding on my house, it is a flat out mismatch to the existing color, combined with all the obvious missed damage in the insurance assessment. Still unable to respond to my requests, they have the nerve to file a certificate of completion to my insurance company and try to bill me repeatedly ignoring attempts at conversation. I get a hold of the highest authority I can reach at AMP and demand that they finish the job or will not be paid in full. They claimed to have been denied any supplemental repairs from my insurance *** and put the blame on them in it's entirety. I called my insurance adjuster who explained there had been 0 activity on the claim and that he himself could not get answers from them and encouraged me to do their job and send in photos. A supplemental payment was quickly issued. Surprised by this, they quickly dropped off a pile of yet another color of fascia to do the rest of the job. I told them not to as all the mismatch is unacceptable, their claim is to use Itel report for color match but Itel report clearly says to approve with homeowner prior to install which was not done. Too much detail to list.

  

  Business response

  07/01/2024

  Disclaimer to readers - To prove Amp did not engage in any wrongdoing with this client weve attached to our response to this complaint, emails between Amp and the client, emails between Amp and the insurance carrier, as well as the scope of work determined by the clients insurance carrier and the Invoice & credit memos that Amp included in its emails to the client. All personal and confidential information that we are not allowed to legally share has been redacted. Also to make our response easier to consume we will breakdown the complaint into digestible pieces, quoting parts of the complaint and then responding to the subject contained within quotations.
  
  Client - My house in ********** was hit with hail in September of 2023. I contracted AMP to follow the insurance claim which consisted of replacing the roof, gutters,downspouts, rear fascia, and siding on right and rear elevations. Months go by with 0 communication which was not concerning at the time because of high demand for roofing repairs.
  Response - This is completely false, we have attached emails below, titled Emails (Amp ****),which clearly proves we were in contact with ****, this evidence does not include in person conversations or phone calls that **** had with ****, but the emails do prove that Amp 100% communicated with the client throughout the insurance claim process.
  
  Client - They completed the roof at the very end of November and did a satisfactory job. Then again, did not hear from them for a couple months until one day they decided to come install gutters and downspouts that day. At this point after many failed attempts, it is clear that AMP does not communicate with their customers.
  Response - This is also false, **** made phone calls to **** when updates or progress were made,evidence of phone calls taking place is found in an email that the client sent us on the 12th of December, this emailed is marked with the number 3 in pink highlighter in the top right corner. In this email the client talks about a siding match, Last I heard a matching product had been found, thus proving phone calls took place between **** and the client. We also emailed the client back, but our email in response bounced for some odd reason, this error was fixed slightly late, with a follow up email sent on the 20th of December, this email is marked by the #4 in pink highlighter in the top right corner. Not a lot of emails were sent to the client during this time because were in discussions (arguing) with the insurance carrier that additional items needed to be covered because they were damaged by hail, for example his door,remaining fascia and a full house wrap of siding. ****, however, told the client this, that we would update him if and when additional items were approved by his insurance carrier. Evidence of our conversations with the insurance claim handler can be found in Emails (Amp *********Nate). Now these discussions between the insurance carrier and Amp did take months to reach a conclusion but not by the choice of Amp, because the insurance carrier outright refused to pay for some things. Emails between the client and Amp are found in the document titled, Emails (Amp Nate).
  
  Client - Then one day they show up again and start replacing the siding, but no fascia. While picking up all the trash and nails left behind over the next couple days it was feared that they installed someone else's siding on my house, it is a flat out mismatch to the existing color, combined with all the obvious missed damage in the insurance assessment.  
  Response - Conversations took place with the client where we informed him that an exact match for new siding is almost never going to look the same as the existing siding on the home because the siding is outside, in the elements 24/7 all year long and for 12 hours a day it is exposed to sunlight. All of which causes the colors to fade away over time. He acknowledges that this conversation took place in an email and he acknowledges that nothing can be done and  it is out of our hands.
  With regards to the fascia, the  clients insurance carrier did not want to pay for the full amount to replace his fascia, we explained to the client that we supplemented for his fascia, his door and the obvious missed damage in the insurance assessment, but at the end of the day his insurance carrier chose not to pay for these items even though they were clearly damaged by hail. We did attempt to rectify the situation regarding the fascia, so we found the closest match to his existing fascia we could find,which was confirmed by an Itel report, we informed the client that a match for material that is found may not match 100% and the client said he understood.When our crew arrived on site to replace the siding the insurance carrier did pay for along with the remaining fascia, that we paid for out of our own pocket, the client had a major outburst about the fascia not matching. The clients original fascia was ribbed but the new matching fascia was not because the original fascia is no longer manufactured. The client refused to have the new fascia, that AMP paid for, to be installed, which is why it was never replaced, but demands that we replace it still even though it does not exist,according to itel?!
  So instead, we credited this money for the fascia back to the client, please look at the insurance loss estimate, together with the credit memo from Amp that references the line items on the loss estimate. These documents show that Amp gave back any money allocated for repairs, or replacement that Amp did not perform. Side note, Amp does not repair or replace doors. Please reference the insurance loss estimate titled, ************ ********* Loss Estimate and credit memo titled,************ Credit Memo.
  
   Client - Still unable to respond to my requests, they have the nerve to file a certificate of completion to my insurance company and try to bill me repeatedly ignoring attempts at conversation. I get a hold of the highest authority I can reach at AMP and demand that they finish the job or will not be paid in full.
  Response - All ********* carriers require a certificate of completion from contractors in order to release remaining funds for insurance claims. If a contractor doesnt do this, the insurance carriers will not release any remaining funds to the homeowner. In regard to the clients insurance carriers concern, they agree with Amp Restoration & Roofing that the job has been completed and the remaining funds were released to the client. The client initially withheld this money from Amp before sending it to his mortgage company, that mortgage company is now withholding the funds. We have signed the mortgage companys forms as they requested so that they will release remaining funds. Please reference our final invoice to the client, titled, ************ Final Invoice which proves that the client has not paid for work that has been completed.
  
  Client - They claimed to have been denied any supplemental repairs from my insurance *** and put the blame on them in its entirety. I called my insurance adjuster who explained there had been 0 activity on the claim and that he himself could not get answers from them and encouraged me to do their job and send in photos.
  Response - Either the client is lying or the adjuster is lying and the client doesnt know it.Either way, we have attached emails between ***, one of our supplementers, and an adjuster from the insurance carrier assigned to the claim named *****. These emails contain requests to the insurance adjuster to approve additional items that are not included in the original insurance loss estimate. Please reference document attached titled, Emails (Amp *********Nate) which contains the emails between Amp and the ********* carrier.
  
  Client - A supplemental payment was quickly issued. Surprised by this, they quickly dropped off a pile of yet another color of fascia to do the rest of the job. I told them not to as all the mismatch is unacceptable, their claim is to use Itel report for color match but Itel report clearly says to approve with homeowner prior to install which was not done. Too much detail to list.
  Response - This is all true, except for the supplement payment getting quickly issued, the roof was completed at the end of November of ****************************************************************************** February of 2024. Moving on, Itel reports are used by both contractors and insurance companies to find the closest color match and material match possible, again, an exact match is almost never going to look the same as the existing material on the home because the colors fade and manufacturers do not always continue to make the same materials because the reality is that the manufacturers are forced to follow home fashion trends. **** informed the client of this possibility.
  
  Final Response- To summarize, it felt like everything **** told the client with regards to the insurance process & loss estimate, what we will supplement for, what we got approved and didnt, what work we are doing and what we are not doing. Just about everything **** told this client felt like it went in through one ear and out the other. One example is when **** told the client that we are not replacing just 15ft of fascia because insurance refused to pay for the rest, that the money for the fascia would be given back to him. That apparently was just not good enough, of course we did not want to burn any bridges, so we decided to pay for these materials out of our own pocket and we found the closest match to his existing fascia we could find, which was confirmed by an Itel report and we told the client that we found the closest match but that its possible that the new material may not match his existing fascia 100%.
   When our crew arrived on site to replace all of the fascia and his siding, the client had a major outburst about the fascia not matching in color or looks, the clients original fascia was ribbed but the new matching fascia was not because the original fascia is no longer manufactured. The client refused to have the new fascia, that AMP paid for, to be installed, which is why it was never replaced, but still demands that we replace it in a BBB complaint?!
  Any attempt by Amp to rectify this situation has been met with hostility and insults from this client. Any bridge that existed between AMP and this client was incinerated by this client, and not even the ashes are left. This client is refusing to pay us for the siding and gutters that we have replaced. No action will be taken by AMP to appease this client. 

  

  Business response

  07/05/2024

  Please add document attached below

*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. ↩