Complaints

• Initial Complaint

  09/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The 3rd Estimate installed a new roof on our home 8/2/2023 - 8/4/2023. Since the installation was completed, I have tried numerous times to contact The 3rd Estimate to receive a final invoice for our insurance claim, and they will not call me back. The warranty cannot be activated until the claims and payments are finalized. They also told me they would re-write the contract to include only the roof claim, but I have not received that either. The transparency and communication since the roof installation was completed have been extremely poor.

  

  Business response

  09/22/2023

  *** *******,

  
  We greatly apologize for the communication issues you've faced since your recent roof installation. We take this seriously and are committed to resolving it promptly. You can expect a call from us shortly to resolve all of your issues.

  
  Thank you for your patience and for bringing this to our attention.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The roofers for 3rd Estimate arrived June 6, 2022 in an unmarked vehicle and no one on the crew spoke English. They didn’t install the two ridge vents nor did they put tarps on the house which resulted in tar splattering all over the siding, garage door, shutters, front door, and windows. The garage door was only one year old when this happened. ****** said they would replace the garage door, and the tar would be taken care of by 3rd Estimate. We scheduled an appointment for June 29 at 3:30pm and they arrived at noon when I was not home. ****** admitted there would be no action taken and he quit returning my calls. On August 25 ******** came to look at the siding and tried to use a cleaner, which did not work. She said she would schedule the ridge vents and a power wash. The power wash person came Sept 15 and tried a small spot and it didn’t take the tar off. Theresa insisted this is mulch that was all over the house. September 23 I called and asked for Steve, the owner, and was told he was not available. On September 29 they scheduled John, a supervisor, to come at 3:30pm. When he didn’t show I called to find out where he was, he had no idea he had an appointment. He arrived at 6pm and said they would have a meeting the following morning. He called and said Theresa would call back with information, but she didn’t. On November 23 ****** called to find out what was going on and said he would call John and I would hear back from them but never did. Theresa left a message on January 9, 2023 and I returned her call the following day and she informed me it is artillery fungi and to try a rubbing alcohol compound. We tried that and it did not work either. Overall 3rd Estimate is very unresponsive and the tar still remains all over my garage door, shutters, front door, and windows and they are not planning to resolve this. I want action taken by them to get this taken care of.

  

  Business response

  04/06/2023

  The tar that this customer mentions is, in fact, snapshot fungi, which can be brought to a house through a bad batch of mulch. This customer only had this issue on the front of their home, which was the only place that has mulched flower beds. This was communicated by our Project Manager. Our Sales Manager, Estimator, and Project manager have been to the house several times, and our team did not promise a garage replacement. The customer has paid in full and has not reached out to our team since the final check pickup. Our installers hired a power washer to try and assist, but it did not remove the fungi. The solution that is needed to remove this can damage the siding of the home, so they did not want to risk damaging the home. As this is mold, it does not fall under our responsibility to clean, but we have scheduled a landscaper to the customer’s house to confirm the fungi and get them the solution they need to remove it from their home.

  Customer response

  04/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I will wait to see what this landscape company says but need to know which company is coming out and I will also schedule a company to come as well so that there is more than one opinion gathered. ****** did tell me in the beginning that I would get a new garage door as mine was only a year old at the time. He also said because there was an issue with the siding you would also take care of this. 
  
  Regards,
  
  ***** *******
  
  
  
  
   

  

  Business response

  04/13/2023

  A landscaping appointment has been scheduled by our production manager to verify the snapshot fungi.

  Customer response

  04/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am doing my research with this and need a little bit more time. I have reached out to a landscape company to get an opinion and once I have this I will upload their response. I was told by ****** my garage door would be replaced as this was less than a year old at the time the roof was done. I don't have resolution on this yet. In the initial response back from Third Estimate on this claim they indicated when they reached out to me for my payment I did not bring anything up. They told me if I didn't pay I would have a lien put on my house which is why I paid prior to this being resolved.
  
  Regards,
  
  ***** *******
  
  
  
  
   

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2022 I filed an insurance claim with my insurance company, *********, with the assistance of *** ***** ******** in Solon Ohio. Their representative, ****** *****, said they had experience with dealing with insurance companies and how to talk their language. The claim was to replace wind damaged siding on the side of my house. As of today February 1, 2023, the side of my house is wearing a tarp. In October when Third Estimate finally came over to put on the siding, they found there was complete rot instead of a wall or anything to nail the siding to. They put up the tarp, left all the debris where it fall, then ieft. I had to call them to find out what was going on. Worse, they were supposed to call to let me know when they were coming. When I called they said they were going to go back to State Farm explaining the situation to have them pay to fix the wall. ***** said the insurance law says there has to be something to nail the siding to. Basically, when they approved the claim their estimators (2 of them), said there was a suitable wall to attach the siding to. I'm caught in the middle of neither business wants to follow through to fix my house. Throughout this almost year, I've been calling both businesses trying to keep my claim moving forward. I've been lied to, misdirected and ignored. I'm a 2020 retiree on a fixed income. I don't look forward to having to fight for every single transaction I contract for. I just want to be safe in my home. I'm filling claims with BBB, and Atty General's office. The entire claim tranaction including my $1000 deduction is less than $2500. Thank you. Bernadette Keaton

  

  Business response

  02/06/2023

  Before getting into the project details, we would like to state that we are in contact with the customer and are doing what we can to get this project complete for her. 

  The contract was signed in July of 2022. The aluminum siding that was chosen and ordered was considered a 'special order', which takes longer to receive than something they had readily in stock. 10/12 weeks was the timeline expectations on the signed contract. 

  The siding had been scheduled for the month of October of that same year. During the installation process, our crew had come across a wall that was deteriorated. Because of the deterioration, we were not comfortable placing product over it knowing it would need replaced. We decided it would be best to pause with the installation process until we spoke with the customer to see how she wanted to go about this. The customer requested that we push it through to her insurance to see if they would pay for it before continuing, so that is what we did. Unfortunately, the customer's insurance company denied the request as it is not covered under her policy. As time had gone by, our representative had not heard back from the customer so we weren't sure how to proceed. After touching base with the customer, we have re-submitted photos of the rotted wall (per her request) to see if they will reconsider their decision to pay. The customer is now saying she is willing to pay if they decide to not cover it again. We will continue the installation process once we hear back from both the insurance company and the customer. 

   

• Initial Complaint

  11/29/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed a contract on Tuesday Oct 25 and put down $3,000.00 deposit to have a new flat roof put on the back of our house. The salesmen informed me they were 3 weeks out due to a backlog of work. They also indicated that they needed days above 40 degrees. There has been enough good weather to start the work. It suppose to be a one day job. I have called 3 times to get the status of when they will start and each time I’m told somebody will get back with me. They have yet to call me back

  

  Business response

  12/09/2022

  Our Production Manager reached out right away to talk to the customer. The customer agreed that they were upset that the project was not completed sooner, but after talking with our Production Manager understood that it was weather concerns. The customer's project has been scheduled and the complaint has been resolved

*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. ↩