Complaints

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had hail damage last year. Finally after the first of the year we was able to get out roof done. Only 1 man did the whole roof then we had been talking to a ****** about doing gutters for several months. Sent in a check that the insurance company sent us and paid for deductible but never received this service. When calling the owner stated he didnt have anything about doing gutters and the money we sent for the gutters was paid to the roof.

  Business response

  09/06/2024

  H363137**3238313831H RESPONSE
  ID #********
  
  ROOF REPLACEMENT:
  We have been attempting to collect the final amount owed for contracted work we completed on November 21,
  2023. The contract was signed to ***lace the roof, no further work was contracted.
  On November 20, 2023
  ? ******** submitted the final invoice and documentation to Shelter asking them to release remaining
  funds and supplements for Brandis claim. (which was approved by Shelter on December 4, 2023, and
  funds released to ********************* at that time)
  On November 27, 2023:
  ? ******** emailed the final invoice for roof ***lacement to *********************.
  On December 4, 2023:
  ? ****** had a phone call from ***** stating: ******************* called, insurance only issues a check for a little
  over 3k. They didnt release the full amount to cover the final invoice minus her $500.00 deductible.
  On December 11, 2024:
  ? We received a payment of $3,170.02.
  On December 13, 2024:
  ? ******** sent an email with the payment receipt of $3,170.02 and the balance that was still owed for
  roof ***lacement.
  On December 16, 2023:
  ? ******** received an email from ******************* and responded regarding the amount that was still owed
  on the account.
  ? Veronicas email to ***** regarding the balance remaining: There is a remaining balance of $1855.48
  of which $1343.70 Shelter approved on December 4, 2023, and has sent you a check for that amount.
  The remaining $500 is to pay your deductible, which is paid to H313238**343735303131H out of pocket.  
  On January 2, 2024:
  ? We received another payment of $1,384.04.
  On June 7, 2024:
  ? ******** sent an email to ***** stating: ***** and I have reviewed your H3430**38303637383833H invoice, after adding
  the cashier&#**;s check dated 12/21/2023 in the amount of $1384.04, there is a small balance of $471.44
  that is still due. This is right around your deductible of $500 so that may be why the insurance hasn&#**;t
  paid you more on this part of the claim. The insurance company NEVER pays us directly any money.
  They always pay the insured!
  
  GUTTERS:
  Shelter did not pay for any gutter ***lacement.
  
  On October 18, 2023:
  ? ****** sent gutter trough supplement to Shelter for review and approval.
  On January 16, 2024:
  ? ****** had sent in a supplement for gutters, downspouts and dump fee, back in October. ****** had
  given them a call about it and they said they couldn&#**;t tell me, only the customer. ****** let ***** know
  and she was expecting a call and email which when she got it, she would let us know. As far as ******
  knows, we never got anything.
  On January 28, 2024:
  ? ****** sent a ******** message to ****** (on her personal ******** account, on Sunday, which is
  not during normal business hours) asking for an update on the gutters.
  ? ****** ***lied on Monday, January 29, 2024, she stated that on 1/16/24 ****** made a note in the file
  that he spoke to *****. He stated that in October he had called Shelter regarding the supplements for
  gutters, downspouts and dump fees. Shelter told him they wouldnt speak with him, only the customer.
  ****** noted that ***** is to call H313238**343735303131H when she hears from Shelter.
  On March 11, 2024:
  ? ****** talked to *****, and she will look through her email and check for the updated scope. She has,
  though, been deleting emails and doubts she has it still. ****** will call again after talking to insurance
  and try and get that scope again
  On April 15, 2024:
  ? ****** reviewed the scope that ***** sent to him and it is not the updated scope with the gutters
  included. ****** sent the supplement to Shelter since again and will be calling in the morning to check
  what is going on.
  ? ****** sent this document back in October 2023 and shortly after spoke to an insurance *** who
  informed ****** that it was approved but that she could not send it to ******, only to the homeowner.
  ****** called ***** and let her know. ****** has been waiting on that since.
  ? ****** messaged ****** on Saturday that ***** was getting upset because she had sent in her money
  for gutters, and nothing has happened yet. She also said that ***** sent the updated scope in October.
  ****** sent the messages to ******. ****** reviewed the emails from October and stated the scope
  that ***** sent was the same that we already have. He called and spoke with ******* back in October
  and they told him they would not send the new scope to him. ****** will reach out to ******* on
  Wednesday. ****** did a voice message to ****** explaining that.
  May 7, 2024:
  ? Barbie messaged ****** back and summed up what was going on trying to get this wrapped up. ******
  said it was in her mom&#**;s hands now.
  ? ****** spoke with ****, ***** and ******. What it boils down to is that ***** wants more gutters.
  Insurance paid for 1 downspout.
  ? ****** sent in a request for more gutter coverage. He got a verbal from Shelter but has no updated
  scope. ****** said that ***** was told they are not paying any more, including not paying for the
  supplements.
  ? ***** reviewed the final invoice; all supplements are not unusual and Shelter has paid those out before
  on other claims. BUT ***** needs an updated insurance scope before he can call Shelter.
  
  ? Barbie relayed all this to ******. ****** then asked us to just call *****. ****** called ***** and she
  sounded very nice but confused. ****** told her before we can talk to insurance for her to figure out
  what they are paying and not paying she needs to get us the updated scope. She said she had lost the
  adjuster&#**;s #. ****** gave her the # that was on her insurance scope.
  May 8, 2024:
  ? ***** sent ********************* an email requesting info on whether the supplements have been paid. **** is
  a shelter insurance claims supervisor.
  August 13, 2024:
  ? ***** called and said that shes talked to ***** and still nothing has been done for her gutters and
  windows. She said she sent a check for the gutters for 1300 and change and she wants that back as a
  refund for her gutters. She said she is going to have another company do her windows and gutters.
  ? ****** cant figure out what she is talking about as there is a message from ******** with an updated
  invoice that she still owes us money. She also said that she wants a call when the money is on its way.
  ****** spoke with *****, and he is going to call *****.
  August 19, 2024:
  ? ***** called ***** and went through the entire account with her. At first ***** thought she gave
  H313238**343735303131H a down payment for the gutters. ***** explained we never contracted for the gutters, so no
  payment was ever taken for the gutters.
  ? ***** indicated that she gave a check for $1384.04 for the gutters and I indicated that payment was
  applied to the roof balance which was still outstanding. ***** said she thought the roof was paid in full.
  ***** told her that in November she still owed $5025.50 and then you made a payment of $3170.02 and
  a payment for $1384.04 so if you add up both payments you dont get $5025.50.
  ? After that conversation ***** understands now and is going to check to make sure no other payments
  have been made. ***** understands now
  From August 19, 2024, until August 30, 2024 (when the H363137**3238313831H complaint was submitted) neither ***** or
  ****** called, emailed or texted with any other information.
  September 3, 2024:
  ? At 6:19 PM, ***** left a voicemail message for ****** to call him.
  ? At 6:23 PM, ****** returned Larrys call. ***** explained that the payments H313238**343735303131H received dont add
  up to the total price charged for the roof. As H313238**343735303131H does NOT have a signed contract for the gutters,
  we never billed or received money for the gutters. ****** explained that they gave everything the
  insurance company paid including the $500 deductible. ***** explained that the numbers dont add up
  and requested that he looks at the revised adjuster summary that Shelter should have sent when they
  approved the gutters. ****** agreed and will email the documents.
  ? At 6:27 PM, ***** received the documents and reviewed them. Shelter paid them the gutter supplement
  actual cash value in October. Shelter paid the roof ***lacement cost value benefits according to our
  final invoice with supplements in December along with the ***lacement cost value of the gutters to
  ******.
  
  ? At 6:28 PM, ***** called ****** and left a voicemail following up on the review of the revised adjuster
  summary.
  September 4, 2024:
  ? ***** sent the following email to ******:
  ? Good morning. After reviewing the paperwork you emailed me last night, I tried to call you. Our gutter
  bid was approved by Shelter on October 23, 2024, and the actual cash value payment for the gutters
  was sent to you sometime in October. Also, according to the paperwork our final roof invoice was
  approved on December 4, 2023, including all supplemental claims that were included on that invoice
  and the depreciation holdback was released for the roof, gutters and window. That was sent to you
  sometime in December. In conclusion according to the paperwork you have received all the money
  allowed by ***************** and should have approximately $3,**1.67 left that has not been paid to
  anyone. The total amount that you have paid to H313238**343735303131H is $11,915.45. As you can see not only has our
  roof invoice not been paid in full, but we have never received any money for the gutters nor have any
  signed contract for the gutters. I have attached highlighted paperwork and totals for you to review and
  for your records. Lastly, I spoke with ***** on 8/19/24 regarding the invoice prior to your complaint and
  during our phone call she expressed understanding. I would like to continue to resolve this, please
  reach out with any further questions you may have.
  ? ****** responded to ***** email: I will as soon as mom goes over it. She is in control of all the money
  so not sure where that check is. If we never received it or she forgot about it or something.
  That was the last communication ****** or ***** sent us. We still havent been paid in full for the roof, nor
  have they let us know when we can expect payment. A contract has not been signed for the gutters (or
  windows) as of September 6, 2024.
  As we dont have a signed contract and have not received any money for the gutters to be ***laced, H313238**343735303131H
  believes this complaint should be closed without any negative impact on our rating.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May of 2019 my house was hit by the tornado that came through *****, ********. I immediately called my State Farm agent (*************************) who referred me to his friend(he referred to him as) who owned Fortified Roofing (*****). Throughout 2019 I begged and begged for State Farm and Fortified Roofing and Siding to do their jobs so that I could live in my house again(we only had so much insurance money to pay for out of cost living and I had a 12 year old to drive to and from ************** and ***** twice a day to school. Fortified hired ********************* to be their sub contractor(I did not) and eventually they stopped working on the house because they "weren't getting paid". I "dispatched" Fortified Roofing AND Rainbow out to my house numerous times after moving in stating the BRAND NEW ROOF was leaking. They made patch *** and went on their way only for the leaks to continue leaking. My house looks like it was never repaired after the tornado it's in such horrible condition. It's bee 5 years and my roof is still leaking to this day, we can't even have the TV on the living room wall. State Farm has dropped me due to calling them out every time it leaked and them telling me it was just paint that got wet and to call Fortified as they are responsible. Multiple home inspectors out telling me the roof was not redone and the same rafters were nailed back together and put back up. The flooring and the cabinets and baseboards need replaced. The basement is not finished. There's no vent letting the moisture out through the bathroom, they had to do a total repair of the laundry room because the roof leaked so bad in there it molded. My garage no longer opens automatically. My windows and doors were not replaced so my Ameren bills are $350+. We have no hose hookup out front and the back leaks, garage ceiling is damaged due to the roof/attic. Can't even contact their insurance because they never got a building permit through the city of ***** for repairs. This was fraud

  Business response

  08/30/2024

  November 6, 2023
  Via Email: *********************** ******************************, Senior Advocate
  Missouri ************************
  Consumer *******************
  PO Box 899 ****************************
  
  Re: My client: Fortified Roofing and Siding, LLC
  Complaint No. CC-2023-08-****** (******************************)
  
  Dear Ms. *******
  
  As you know, I represent Fortified Roofing and Siding, LLC (Fortified) on the above-
  referenced Complaint. I truly appreciate your courtesy in allowing me some additional
  time to work with my client and to prepare and file a formal response. This letter will
  serve as Fortifieds formal response to the Consumer Complaint filed by ****** ***********.
  
  Fortified did enter into a contract with ****************** which was based upon the scope of
  work written by adjuster ********************* of State Farm Insurance Company, Claim No.
  258923W45. A copy of the contract and the claim summary prepared by State Farm are
  attached. Fortifieds business focuses primarily on exterior work (roofing, siding and
  gutters). But due to the extensive need for services after the tornado in the
  *****/************** area in 2019, and the fact that ************************* of Fortified was asked
  to help this customer by a friend of his, ********************** agreed to serve as the general
  contractor and to help locate a subcontractor in order to perform the interior work
  required under the scope of work prepared by State Farm. In addition, and as would be
  expected in a home which was damaged by a tornado, there were numerous additional
  repairs necessary during the work which resulted in supplements under State Farms
  Replacement Cost Value (***) provisions of its policy.
  ******************************
  November 6, 2023
  Page 2
  
  
  Fortified hired ************************** LLC, d/b/a ********************* Restoration
  (Rainbow), as the subcontractor to perform all interior clean up and interior repair work
  under the scope of work. Because this work was performed under the claim/loss
  provisions of State Farms insurance policy, the process involved use of an escrow
  account through ************* Initial payment of the *** portion of the State Farm
  scope of work was paid into the escrow account at ************. Fortified would submit
  its invoice for work under the contract to ****************** and ************* and once Ms. *********** approved the invoice, the bank would make payment.
  
  For supplemental payment requests under the *** provisions of the State Farm policy,
  Fortified would first submit a payment request to State Farm for approval. State Farm
  would then approve the payment request and issue a check payable to both ******************
  and ************* and the check would be deposited into the escrow account at Central
  Bank. Fortified would then submit invoices for all work to both ****************** and ***************** and ************ would confirm with ****************** that the work was
  performed to her satisfaction and that it was acceptable for the bank to make payment.
  The bank would then issue payment for the invoice. It should be noted that if Ms. *********** contested the quality of the work or questioned whether work had been
  sufficiently completed, she could have requested that the bank withhold payment, but
  never did so at any time.
  
  Many of the issues raised by ****************** are completely irrelevant and have nothing to
  do with work performed under the contract. As much as possible, I will attempt to direct
  this formal response to issues directly related to the contract and the work which was
  performed.
  ********************** complained that not everything was logged regarding disposal of the
  damaged contents of the home. At no time did ****************** direct Fortified not to
  dispose of damaged interior property. In addition, ****************** had the opportunity to
  come out and gather or separate any contents she wished to keep but did not do so. All
  damaged contents were properly disposed of.
  ********************** complained that work under the contract was delayed and that she was in a
  crunch to get back into the home. The accusation that Fortified was short-staffed is
  untrue. Numerous other factors caused delays during this time, including trying to get
  Ameren Electric to turn the power back on so that work inside the home could resume.
  There was a large unpaid balance on the electrical bill for which Ameren required
  payment before they would turn the electricity back on. When ****************** was unable
  to pay the electric bill, Fortified ended up paying the bill directly so that work could
  proceed. ******************************
  November 6, 2023
  Page 3
  
  
  It was also not uncommon during this time for projects to be delayed due to the necessity
  of waiting for qualified subcontractors to do necessary work. Many homes were
  impacted by the tornado and in need of repair. ****************** stating that ******* was
  waiting on the electrician and the electrician was waiting on the plumber, etc., may have
  some truth, but is by no means indicative of a lack of performance under the contract,
  especially after this tornado (which was also during COVID, which created supply chain
  issues and other problems).
  ********************** complained that some of her belongings stored in the garage in plastic bags
  were sticking out as if they had been torn open, and that some electronics had gone
  missing. It should be noted that the home was not able to be securely locked to keep
  people out due to the extent of damage, and that it was Ms. ******** choice to store
  belongings there. None of Fortifieds employees, nor to its knowledge that of the
  Rainbow, had anything to do with alleged missing items.
  
  A significant issue on this job related to Ms. ******** use of insurance payments to pay
  for work not included in the original State Farm scope of work, nor necessary as an
  approved supplement under the *** provisions. ****************** had control over the
  money at ************; Fortified did not. As a result, ****************** could use the money
  to pay for other things that were not part of the State Farm adjusters scope of work/repair
  estimate. The entire claim payout from **********, including all supplemental approved
  claims under the Replacement Cost Provisions of the policy, should have totaled around
  $153,453.18. This is the amount that should have been deposited with *************
  including the homeowners deductible. Fortified cannot confirm this because it was not
  privy to the checks from **********. Fortified did receive confirmation from State Farm
  on January 27, 2020, that all supplemental claims had been approved and that State Farm
  would be issuing a check to ****************** and ************ for the remaining funds,
  including all supplemental claims.
  
  To date, ****************** has paid Fortified $126,758.59 in accordance with the contract, but
  this amount includes $6,231.25 for plumbing repairs and cleanup from plumbing backup
  that was not associated with the insurance claim. This raises another issue: This was an
  older home with some pre-existing problems. The home was originally constructed in
  1965 and had numerous issues above and beyond the damage caused by the tornado.
  There was evidence of prior flooding in the basement, as well as extensive water damage
  in other areas of the home which preexisted the tornado. Flooding that took place after
  the tornado was, according to Central Missouri Plumbing, due to the underground
  plumbing being clogged with old tree roots. The low water pressure complained of by ********************** was a direct result of extensive sediment in the plumbing and water lines.
  On March 25, 2020, the plumber recommended adding an additional sediment filter for ******************************
  November 6, 2023
  Page 4
  
  
  $450, insulating the water pipes because of excessive sweating for $325, and installing a
  water softener to help prevent mineral build up for $2,695. ****************** refused, saying
  she could not afford to spend the money.
  
  Fortified acted professionally and responsibly and attempted to address any questions or
  concerns raised by ******************. When Fortified had completed all the exterior work
  which it was performing directly, Fortified understood that ****************** was dealing
  directly with Rainbow in order to have it complete any remaining interior work required.
  Fortified was present with ************************* of Rainbow on February 6, 2021, when Ms. *********** conducted a walkthrough, and a small list of punch items was created and were
  later addressed. Fortified had no contact from ****************** from June 2021 until she
  reached out in November 2022 regarding a roof leak allegedly caused due to damaged
  flashing/sealant around the chimney. Fortified responded to this issue (although there is
  no evidence it was caused by any improper workmanship on the part of Fortified) and
  made repairs.
  
  Finally, Fortified believes that ****************** may have allocated money approved by
  State Farm to make repairs for tornado damage, to instead pay for improvements that
  were not covered by the State Farm loss adjustment. In addition, she mentioned on a
  couple of occasions needing more money from ************ for living expenses and to
  pay for landscaping, which was also not covered under the State Farm claim.
  
  It should be noted that ****************** did not reach out to Fortified again after repairs were
  made to the flashing around the chimney in December 2022. Since that time, Fortified
  learned that ************************* (owner of Rainbow) has stated that he went out of business
  and has now opened a new business. He also recently indicated to ************************* that
  Rainbow was in the process of completing the interior downstairs work in 2021, but that
  the basement drain backed up a total of three more times (unrelated to Tornado damage)
  which resulted in Rainbow using substantial time and resources to clean up and dry out
  the basement with air moving fans (again, additional work that was not part of the
  insurance claim). Each backup interrupted Rainbows work and damaged work already
  completed and caused delays. While the drain backups may be an insurance issue to be
  addressed against State Farm, they are not an issue for which Fortified is responsible.
  ***************************** indicated to ***** that in March 2022, the plumbing backed up again, and
  ***** advised ****************** that Rainbow was done. ***** also indicated he had not
  heard anything from ****************** since March 2022. While not confirmed, to the extent
  that ****************** has used all the money that had been escrowed for damage repairs on
  other things, neither Fortified nor any other contractor could be expected to do the work
  without some assurance of being paid. ******************************
  November 6, 2023
  Page 5
  
  
  
  Finally, Fortified is more than willing to work with ****************** in an effort to resolve
  this matter amicably, and to address any reasonable concerns she may have. To the
  extent she has used all the money that was supposed to be dedicated to State Farm
  approved claim repairs, however, that is a separate issue and one which was created by
  her as the homeowner and not by Fortified. Nor is Fortified responsible for pre-existing
  damages to the home or subsequent damages caused by pre-existing problems, like the
  basement plumbing.
  
  Fortified is a reputable company with an excellent reputation. It is a veteran-owned
  business, and owner ************************* is known to be a man of his word and someone who
  stands by his work. Many of Ms. ******** complaints have nothing to do with
  Fortifieds work, and are instead frustrations regarding delays, timing, insurance claims
  handling and other issues.
  
  Please let me know if you require any additional information relating to Ms. ********
  Complaint. I truly appreciate your courtesy and attention to this matter.
  
  Very truly yours,
  
  ****************** Call

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