Complaints

• Initial Complaint

  07/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Estimates and Contractor Selection:Since March, I have diligently sought estimates for the roofreplacement project. Despite multiple requests, the commended contractor has not provided an estimate. In contrast, another roofing company promptly supplied an estimate within 24 hours of my request. Mr **** with RB restoration Builders cited delays due to awaiting insurance coverage details but has not provided a timeline or commitment for the estimate's delivery. His only concern was for us to mail out the initial check that was written by my insurance company. Inflexibility and Communication Breakdown:I expressed my discomfort to ************** regarding proceeding without a quote from the recommended contractor. However, efforts to cancel the process or seek resolution have been met with resistance. Despite numerous attempts to engage with Alpha Property Adjusters and RB Restoration, there has been a notable lack of responsiveness, hindering progress on both my roof replacement and related property improvements. Current Impact and Resolution Needed:This situation has stalled necessary progress on property improvements, notably the completion of a shed that must align with the future roof's specifications. The inability to move forward due to Alphass and RB Restorations lack of response is not only frustrating but also prevents me from fulfilling association requirements and resolving insurance-related matters promptly. Request for Assistance:I am seeking your assistance in resolving these issues swiftly. My primary requirement remains obtaining a timely and competitive estimate to proceed with the roof replacement project. Moreover, I request clarity on options available to-disengage from Alpha Property Adjusters and RB Restorations representation without undue financial penalties or procedural obstacles. I should be entitled to choose a company that I fee lis trustworthy and that I feel comfortable doing business with.

  

  Business response

  07/25/2024

  
  Dear BBB
  1. **Contract and Homeowner Responsibilities**: *************** and RB Restoration Builders have a signed contract in place. She had 3 days to cancel. According to this contract, the homeowner's responsibility with Us is to pay the deductible in case of approval. All other financial aspects are managed through the insurance coverage.
  ---2. **Estimates and Contractor Selection**: As Mrs.  ***** said, she contracts US Since March, We have been diligently working to provide assistant and documented all the roof damage. Helping her with the letter for the homeowner association. Indicating all the specification of the material and color for her Roof project. We understand the frustration caused by these delays, and we are committed to replace her roof as soon as we receive the necessary payment of $1500   " the deductible".--3. **Inflexibility and Communication Breakdown**: Our team, has been working to address ******************* concerns. We understand the importance of clear communication that why We try to contact Mrs.  *****. She agreed to pay the deductible.   --4. **Current Impact and Resolution Needed**: We as a contractors did a lot of work helping her with her roof damage inspection. We as a contractors did the roof inspection putting our live in the line, took a lot of pictures, went to the meeting adjuster, measurements, etc.---5. **Request for Assistance**: We understand ****************** desire for clarity on options available to disengage from RB Restoration Builders. We are open to discussing these options and finding a resolution that satisfies all parties involved. Our primary concern is to ensure that ************** feels comfortable and confident in the company he chooses to work with. If She needs our invoice for all our work.  We''ll be happy to send her ASAP.--We aim to maintain transparency and uphold our commitment to excellent customer service. .We won't allow people to want to take advantages of small business owners and hard work.-- Thank you.

  
  
  
  

  Customer response

  07/26/2024

   
  I am rejecting this response because:

  I am writing to follow up on my previous complaint and to provide additional information regarding the ongoing roof issue. This is the first response I have received in weeks, and it comes only after I filed a complaint with the BBB. I have repeatedly requested an estimate from RB Restoration Builder and the insurance adjuster, but I have yet to receive one. The estimate included in the complaint is from my insurance company, not from RB Restoration. It raises concerns as to why RB Restoration is refusing to provide their own estimate.
  In their response, RB Restoration stated that they seek a resolution. However, my interactions with them suggest otherwise. I spoke with **************, who mentioned a 10% fee for their work, and I requested an invoice for this amount. Since then, no further contact has been made by RB Restoration or the insurance adjuster.
  I am concerned that RB Restoration is not acting in good faith. I do not have a copy of their contract, nor do I recall signing one, except for the contract included in this complaint. Farm Bureau has informed me that they cannot assist further until I am released from RB Restoration's contract, which I believe RB Restoration is exploiting.
  Moreover, RB Restoration insists that I use their services and provide them with the insurance checks issued by Farm Bureau, which were returned to the insurance company once my trust in RB Restoration eroded. Initially, RB Restoration assured me that there would be no charge for inspecting my roof, implying that this was standard practice. Despite my attempt to resolve the issue amicably, RB Restoration nor Alpha Property Adjuster has not cooperated. Additionally, there is concern that the company may have intentionally damaged my roof during their inspection, as mentioned by my husband.
  As a fellow business owner, I do not wish to damage anyone's reputation. I simply seek to move forward and resolve this matter fairly.
  

  

  Business response

  08/08/2024

  Dear BBB
  1. **Contract and Homeowner Responsibilities**: *************** and RB Restoration Builders have a signed contract in place. She had 3 days to cancel. According to this contract, the homeowner's responsibility with Us is to pay the deductible in case of approval. All other financial aspects are managed through the insurance coverage.
  ---2. **Estimates and Contractor Selection**: As Mrs.  ***** said, she contracts US Since March, We have been diligently working to provide assistant and documented all the roof damage. Helping her with the letter for the homeowner association. Indicating all the specification of the material and color for her Roof project. We understand the frustration caused by these delays, and we are committed to replace her roof as soon as we receive the necessary payment of $1500   " the deductible".--3. **Inflexibility and Communication Breakdown**: Our team, has been working to address ******************* concerns. We understand the importance of clear communication that why We try to contact Mrs.  *****. She agreed to pay the deductible.   --4. **Current Impact and Resolution Needed**: We as a contractors did a lot of work helping her with her roof damage inspection. We as a contractors did the roof inspection putting our live in the line, took a lot of pictures, went to the meeting adjuster, measurements, etc.---5. **Request for Assistance**: We understand ****************** desire for clarity on options available to disengage from RB Restoration Builders. We are open to discussing these options and finding a resolution that satisfies all parties involved. Our primary concern is to ensure that ************** feels comfortable and confident in the company he chooses to work with. If She needs our invoice for all our work.  We''ll be happy to send her ASAP.--We aim to maintain transparency and uphold our commitment to excellent customer service. .We won't allow people to want to take advantages of small business owners and hard work.-- Thank you.
  
  

  Customer response

  08/08/2024

   
  I am rejecting this response because:

  Dear BBB,
  This is the third response I am having to write regarding my ongoing issues with RB Restoration Builders. Despite their claims of wanting to resolve this matter, there has been little to no progress. The promises theyve made have not been kept.
  It seems to me that we are not really moving forward or getting anywhere. The adjusters recent response now states that they are willing to communicate with me, yet I have left several voicemails and text messages without receiving any response. Only after filing a complaint have they expressed a willingness to work with me. As I stated before, I have requested their estimate for months and have not received one. Now they are stating that one will be sent to mehow am I supposed to trust this company and move forward under these circumstances?
  Initially, I was told that I might have to pay a 10% fee (approximately $1,000) if I chose to walk away. Now, they are saying I owe $1,500, claiming its the deductible. The inconsistency in their statements only further erodes my trust.
  In many businesses, estimates are provided as a standard part of service, and clients have the right to choose who they trust to perform the work. Given that I have not received an estimate after all these months, nor any reliable communication, how could anyone reasonably expect me to trust them with the roof of my house?
  I simply want to put this behind me and move forward. The back-and-forth has gone on long enough with no real resolution. Again, I still have not received an estimate, and I am not interested in engaging in constant conflict while they work on my home. I respectfully request a resolution so that I can move on from this situation.
  

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A representative of a company called RB Restoration Builders came walking to our house, shared information about the company and how they represented people in filing insurance claims to help repair the roof from storm damage. They began the claim and had come out several times to do inspections of our roof along with our insurance inspectors from Allstate. This began in May 2022. However they have not performed any services on my property and a check for ******** was sent to them back in July 20, 2022. When I called the *************** I was told the check had been cashed in August 2022.This was a 2 party check. We never signed the check for them. I have made several attempts at contacting the adjuster and they always have a different excuse. They say that they will ask for a reinspection to get more money to cover the cost of the roof repair. Several "inspections" were done between May 2022 and April 2023. They have not made attempts to contact us to update us on our case, I have always initiated contact. April 2022 - I called and shared my lack of satisfaction with their service/lack of service and they said they would try "one more attempt" to get more money from our insurance company to cover the cost. My last attempt to contact them was June 12, 2023. They said they would give me a call back with an update. They have not called back.They need to return the money to us, we will take care of the roof repair. We are already paying more insurance for the claim filed. We do not care to continue working with them.

  

  Business response

  06/30/2023

  Hello,
  
  In response to the complaint, **************** is correct her documentation was received back in May 2022. We have continued to work on her claim process regarding the claim for the roof damage, during this time of wait we have completed our inspection and found storm related damage to the exterior of her property. We informed **************** we would proceed with a claim to her insurance company, reporting storm-related damage to her roof.  An inspection on behalf of her insurance company was not scheduled until June 8th, 2022. After inspection was completed by her insurance company, they sent us a report on July 26, 2022, informing us that this was a partial approval. We contacted **************** to inform her insurance company's response. We informed **************** that her insurance company was only approving **** SQ and the total roof measures ***** SQ.
   **************** was informed that her insurance company would be sending payment that would only cover the partial repair cost of the damage that was found at that time. We informed her that the payment will be received, and we would hold the payment until we were able to get a full approval for a roof replacement. We also mentioned that if in case  her insurance company, didn't approved the claim we would release the payment to her or  her insurance company ,  we informed her this could be a process since there was not a full approval initially by her insurance company, we mentioned we couldn't promise her a full roof approval since the one who makes the final decision is her insurance company but we could help with an additional review.
  

  .....

  Please see attachment named *********************** to continue reading my response, there's a limit and didn't allow me to complete my response in this text box. 

  Customer response

  07/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me with just the request that they notify us of the amount of the administration fee  This was not listed in their response, we do not want to be taken advantage further more.  We understand there is a cost for the partial service provided, however they should take into consideration they did not meet our expectations as customers.  Our business review will be shared with other possible customers to help them make informed decisions about who they partner with.

  Thank you. 

  
  

  Customer response

  07/28/2023

  I am rejecting this response because:
  

  Good Evening,
  
  It has been almost 20 days since RB Restoration Builders received my response from the BBB complaint back in July 7, 2023.   I have not heard or received anything from RB Restoration Builders yet.  I will proceed to open a new complaint again with BBB if I my insurance claim money is not released back.  It is disappointing that even after several communication attempts with RB Restoration Builders, they still do not keep their word.  
  
  ***********************************, I copied you to let you know I would like to open the complaint through the BBB again, if RB Restoration Builders do not respond by releasing the insurance claim money as requested back in July 7, 2023.  
  

  My contact information has been made available several times, here it is again.
  
  ***********************
  ************
  *************************************
  **********, **
  
  **************************
  
  ***********************

  

  Business response

  08/10/2023

  Please see attachments sent by business. 

  Customer response

  08/14/2023

   
  I am rejecting this response because:
  Although the business and I have already signed the release form since July 27th 2023, they have not delivered the payment to me.  I have been waiting for the check in the mail and have yet to receive anything.  Over the phone they said it should arrive within 3 days from July 27th.  Its been over 10 business days.  They need to resend it and it needs to be sent with certified mail to ensure we receive it.

*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. ↩