Complaints

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Will not correct or resolve issues from roof project. Billing for work not done.

  Business response

  12/27/2022

  All the work is completed.  Customer is simply trying to avoid paying his final bill, this his emails saying he will report us to "all professional organizations" and we won't put on another roof in central Ohio.  The gutters were repaired more than a month ago.

  Customer response

  01/11/2023

  I unfortunately do not have the time to further this.

  The company obviously refuses to acknowledge or attempt

  to resolve any issues.  I went ahead and paid everything owed

  to the company because they would have put a lien on my house.

  Hopefully my complaint will help future consumers.  We just chalked 

  it Up as a loss to us and a learning experience. We just hope maybe 

  this helps other people.  I don't know how this company is in business. 

  I guess just from the insurance claim part.  No way this company survives

  on quality work and customer service. 

• Initial Complaint

  12/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been made promises for months and this business owner never follows through to complete a punch list of items related to our project and a 50-year warranty on our roof.

  Business response

  12/19/2022

  the customer have received the warranty. Our policy is to not register warranties until the balance is paid, in full, but made an exception in this situation.

  Customer response

  12/28/2022

  I am rejecting this response because: 

  1.)  This project has been paid in full since September

  2.) We have not received the warranty

  3.) There are still undelivered actions that we have sent to the owner and have not received a response

  Customer response

  01/19/2023

  1. We have multiple notes from meetings with the owner that our warranty would be upgraded to the Gold - 50-year warranty.  That is not what was attached to this complaint response.

  2. We have never seen the invoice attached and based on the date it appears it was created at the time that it was sent in response to this complaint. I have several emails from Josh B******* showing that Liberty was holding back 5% until at which time they were able to complete the blinds. (see below)

  
  Total Funds received from ********* $49,475.75
  Deductible $2,500.00
  
  Liberty Restoration contract price $60,055.97
  Less payment $15,000.00
  Less payment $15,410.41
  Less 5% holdback of contract price $3,002.80
  
  Total Due now $26,642.76
  Total due upon completing of skylight blinds and review of gutters $3,002.80

  We are not at all surprised by the deceptions shown in this response. This has been our experience throughout our dealings with Liberty. They say one thing and do something else. They have little integrity as a business.  The owner promised me in person he would do whatever he could to work with the insurance company to get a reimbursement for the gutters and downspouts and based on this reply, that was obviously a blatant lie.

  We also deserve a better response from Liberty on the status of the blinds than backordered indefinitely. We suspect that the blinds will never be delivered as they have a tarnished relationship with the rep Bob who threatened to put a lien on our home because Liberty did not pay him for the blinds after we paid Liberty for them. Bob mentioned to us that there were never blinds included. So what is the real story?  Maybe I should get ******* * ** **** **** involved... or perhaps the attorney general to retract Liberty's license. We will see if BBB can resolve this or if we have to take a more aggressive approach.  We sure wish we could just believe the owner's word, unfortunately that is no longer the case.

  
  Regards,
  
  ***** *****

• Initial Complaint

  11/23/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  The roof on our home has a leak created by a hailstorm July 25, 2022. The leak is causing interior ceiling damage; we've even had to place a brace to prevent collapse in one room. We investigated roofing companies in our area & found Liberty Restoration could handle both the exterior & interior damage AND saw they are an A+ Accredited Business with the BBB. Enough evidence to believe our home & money would be safe. We turned down other companies that fixed our neighbors' homes in no time based on reputation alone.

  Our project manager, Brandon J****, met with us & drew up a contract in August. We submitted an insurance check for $6060 to the corporate office, and, in 9/13/22 via e-mail, Brandon told us he would "talk with our people about a build date & get back to [us] tomorrow". We have not heard from a SINGLE PERSON from the company since that time. Our calls & e-mails have gone unanswered, & we received NO word that our project manager had left the company.

  When we finally got someone in the Garner office on the phone, they blamed us & our insurance company for dropping the ball re: the interior damages supplemental claim. Turns out our insurance hadn't sent the second check because Liberty submitted it incorrectly. Now that we have the supplemental check in hand, we have called repeatedly to inquire about a start date for our project. Still NO reply. We expressed concern in repeated VM's about getting the job completed before hurricane season only to hear crickets. Two tropical storms (Ian & Maria) have rolled through our area since that time. Despite a promise that we would hear from the corporate owner this week, the phone has yet to ring. We understand pandemic supply chain & staffing problems may be involved, but that does not explain nor excuse an absence of communication. 

  Business response

  11/28/2022

  The insurance company just approved the claim on 9/1 and you paid the deposit on 9/23.  We sent an estimate to your carrier on 9/2/22.  They never replied.  We followed-up seven different times with your carrier and never got a response. Although we understand you got a check, we still haven't received final paperwork for your carrier.  We discussed this with you on 11/22.  If you'd like to send us the most updated paperwork you have, please send it to our office and we can get this scheduled. We are moving as fast as we can but we have to receive the final loss statement from your carrier to be able to proceed.

  Customer response

  11/28/2022

  Liberty's claim that our insurance carrier was unresponsive is inaccurate, an attempt to divert blame, & an unprofessional attempt to refuse to be accountable. 

  The delay was due NOT to the insurance co's fault or inefficiency, but rather due to Liberty's error.  Once our ******* ******* left the company sometime in September (again, NOBODY bothered to inform us), we have received ABSOLUTELY NO further communications that we did not initiate ourselves. 

  Our last contact with Liberty was from our ******* *******, Brandon J****, via e-mail on 9/13/22.  At that time, a check was en route, which we promptly forwarded & your company deposited 9/23/22. Since then, we have emailed & phoned repeatedly & received no response. 

  Everything broke down from there because NO ONE from Liberty was handling the matter once our ******* ******* left the company.  The paperwork for the supplemental claim was submitted to the WRONG DEPARTMENT at our insurer, which your company HAD NO CLUE ABOUT until we called it to your attention.

  Both my husband & I have attempted to resolve this on multiple occasions since the end of September, so that we could get our roof replaced before hurricane season as it is leaking & causing interior damage (see pics attached).  We were promised timely work from an A+ member of the BBB from our first meeting with our ******* ******* in August.  This process has been dragging on for months now & 2 more storms have passed.  Who knows how much mold may now be in our attic, even if the ceiling doesn't show more signs of water damage. 

  You spoke with Jonathan during the week of Nov 14--we can pull phone records if needed.  HE is the one who called & he was promised that someone would reach out within the week to assign us a new ******* ******* from our local company.  Not surprisingly, NO ONE CALLED.  Camille called on Monday, Nov. 21 & was told that the company owner (Josh?) was in his office in a meeting, but he would absolutely call us before the end of the business day.  Again, NO ONE CALLED.  Camille called back the following day to try to reach him, and no one even answered.  I left a voice mail.  Again, NO ONE CALLED.  I explained that we would need to move forward with a BBB complaint if they continued to remain unresponsive.  No surprise that no contact occurred even then.

  As consumers, it bothers us a great deal to see a company's contract have the seal of the BBB when the company is not even a member.  This is deceptive at best and illegal at worst.  WE WOULD NOT HAVE CHOSEN YOUR COMPANY WITHOUT THIS ENDORSEMENT, which we discovered is not rooted in reality.  From recent complaints that have been lodged from other Liberty customers with the BBB, we see that we aren't the only **** that have experienced similar problems.

  We do have the supplemental check in hand, as it was made out to the homeowners & mortgage lein holders.  At this point, however, we do NOT wish to do business with Liberty because YOU ARE NOT COMMUNICATING WITH US.  At this point in the process, too much trust has been eroded for us to have any confidence in your company's ability to deliver on your promises.  We cannot trust you to do good work if you cannot honor a single promise you've made & left us literally vulnerable to the elements.  This is the roof over our largest investment, for goodness sake.  Not a cosmetic project.  

  We expect a refund of our insurance check, so that we can work with a local company who will communicate, does not have a corporate office in another state, & who can set and honor dates for delivery of a good job that will protect our investment.  We do not want to have to seek legal counsel, but this will certainly need to be our next recourse should Liberty continue to sink its claws into our claim money.

  How ironic that Liberty could respond in such rapid fashion to a BBB complaint when you never once returned a call without multiple attempts on our end.  Worst customer service experience we've ever had.

  Regards,

  ******** * ******* *******

  Business response

  12/05/2022

  The check you received from your insurance carrier is the direct result of work that Liberty provided per the terms of your contract.  We can't provide services to clients in which they receive a benefit and the company does not.  The contract specifically addresses this situation.  Further, we have documentation that we sent to your insurance carrier for more than two months. It was not submitted improperly, it was entirely correct which is why, in the end, it was approved.  There is a cancellation policy in your contract that you are welcome to move forward with. Otherwise, we will schedule this production once you send us the final insurance paperwork as required by your contract. 

  Customer response

  12/06/2022

  We appreciate the help of the BBB to resolve this matter.  We have spoken directly with Josh today & believe that communications can & will successfully occur directly from this point forward.  We hope we will not require your services moving forward on this matter.  

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I was visited by Tom S. from LRG in May of 2022. During the visit, I signed an agreement to have LRG install a new roof, siding, and gutters on my home. At the time of our agreement, I was informed that the project should be completed by August of 2022. In May/June, the first deposit of over $6k was made. A second deposit of over $6k was made supposedly to purchase more materials. When August came, I contacted Tom since I did not hear from him. On August 3rd, he sent me a text requesting to get back to me because he was "on a roof." We spoke briefly on the phone that day, but no significant updates were shared. On September 9th, I texted Tom again requesting updates because I had not heard from him. His response was once again requesting to get back to me. I then emailed both him and my insurance agent expressing my concerns over their lack of communication. Afterwards, Tom responded via text on September 23rd saying that there was no date scheduled for the install and that he was still in conversation with the insurance company regarding missing elements. The message concluded with a rough estimate for the install as the "second week of October." When mid-October came, I did not hear from anyone at LRG. So, I texted Tom again on October 12th, and his response was that "We are coordinating everything with our siding crew and plan to be out within the next 2 weeks or less I was told." That was the last time I heard from Tom. Thus, I later called LRG and spoke with Josh. He informed me via phone conversation and later email (Oct. 30th) that everything was finalized as of September 23rd and that "We hope to have your roof completed, weather permitting, within the next 2-3 weeks." Three weeks have now passed and there has been no communication about the status of the install. On November 20th, I sent the following message to Josh: "Please let me know how I can go about receiving a refund in order to work with another contractor." I am awaiting his response.

  Business response

  12/05/2022

  We received your email.  We reached out to ****** on 11/1 to confirm the proper release of recoverable depreciation, which he confirmed.  We pulled the permit with Garfield Heights and are preparing the production.  Obviously December weather is questionable, but given where we are with this claim and the time and work put into it, we can't allow a cancellation outside of our contract terms.

  Customer response

  12/09/2022

  I am rejecting this response because there are insufficient details pertaining to the status and timeframe of completion of the project. I have been told several times that things are in progress, similar to what was said here. Obviously, many others have had a problem with this. I was also informed by Joshua that everything that ****** needed to do was finalized in September, so why was there another contact in November, over a month later? Rather than continue the back-and-forth, I have contacted an investigative journalist at one of our local news stations to investigate the unprofessionalism of LRG. 
  
  Regards,
  
  ***** *****

  Business response

  05/24/2023

  there is no further response we can provide.  This is set on our production calendar for the trades and permit will be acquired before any building on the job moves forward.  

  Customer response

  06/16/2023

  My request is for a full refund due to the company's breach of contract and inadequate response to my request for proof of steps taken to complete the work.

• Initial Complaint

  11/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 23, 2022 I signed a contract with Liberty for a roof replacement. This was an insurance claim that contained both the roof replacement to be performed by Liberty as well as repair of interior damage that was contracted to a different company. The sales person that came to our residence during the contract signing was fully aware of the interior damage and it was made well known that the roof replacement needed to be completed before it snowed again. He indicated that I was looking at a completion date of July 2022. The interior damage HAD to be repaired due to mold issues due to summer temperatures. The contract was signed and a check was given to Liberty in the amount of $6850.00 which was deposited by Liberty. July has come and gone. I have contacted the sales person multiple times and have been told that I am still not on the schedule. The sales person provided other names and phone numbers to contact someone else that may be able to provide more information. No one answers the phone and voice mail messages have gone unanswered. I finally was able to reach someone at the corporate office only to be told to check back in 2 weeks because I still was not on the schedule. That will take me into the 3rd week of November with still no answer. It is now snowing. I fear that I will suffer interior damage again due to Liberty not fulfilling their contract. I am not getting any resolution to this and still have no answer as to a completion date. It is 7 months later which is unacceptable.

  Business response

  11/28/2022

  A representative spoke with you on November 23, 2022, several times.  We discussed with you the issues presented by the insurance carrier and the issues with the mod-bit roofing.  Unfortunately, we have zero control over the time or the response from your insurance carrier.  They have significantly impeded our progress here and we can't proceed without a firm scope.  Per our conversation with you on November 23, you made the decision to move forward with a rolled roofing option.  With that, we can get this one the schedule and hope to have it completed in the next two weeks, weather permitting.

  Customer response

  11/29/2022

  I accept the business's response to resolve this complaint providing the work gets completed as indicated.
  Regards,
  
  Dawn Ulatowski

• Initial Complaint

  11/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Company took forever getting our new roof scheduled to be installed. Sent our roof shingles to Houston instead of Indianapolis. Delayed MULTIPLE times. Always had excuses. Workers finally came to do the job and did poor quality work, worked way past dark keeping our young kids up with all the banging, and left multiple, MULTIPLE holes in our siding and chunks missing from siding. Left a pallet with materials and extra supplies in our yard for over 3 weeks. They broke our outdoor electrical outlet and it will no longer work. They left an old phone wire hanging on the roof we asked them to cut down. They want to offer us $125 off our bill. Is this a joke? I want it fixed. They claim fixing it can’t be scheduled until March 2023. Nope. Not acceptable. Come finish the job. Otherwise I’m forced to hire a different company to fix all the siding Liberty messed up. When I asked about the siding looking terrible I was told, “The siding damage from what I was told is due to bad building practices with whoever installed the siding.” Doubtful. Our home is 102 years old and has been built to last. The exterior of our home was painted two years ago and the areas close to the roof now look like they need repainted. Communication has been terrible. I refuse to pay the outstanding invoice until the work is completed/fixed to satisfaction.

  Business response

  11/28/2022

  We do apologize, but these were specialty shingles that were not available anywhere in the entire state of Indiana, nor is it offered in Indiana.  Because of the type of shingles you requested, we had to bring them in from outside of the state through our suppliers which did lead to a delay.  In regard to the issues presented, we did allow you to withhold 5% of the balance to be able to address the punch items you listed.  This is a major construction project and issues can always present themselves.  We already will remedy the issues as quickly as possible.  We have communicated with you just prior to Thanksgiving and we hope to get the issues resolved in the next week.

  Business response

  12/05/2022

  This is major construction - there is approximately 10,000 lbs of material on your roof.  Minor issues will always present themselves.  Your contract allows for a 5% retainage for punch items, which Liberty allowed you to withhold.  We are coordinating our schedule to repair the punch items, which once complete your final balance will be owed.  

  Customer response

  12/05/2022

  I accept the business's response to resolve this complaint.
  Regards,
  
  ******* *****

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Description: Constituent had wind damage to roof, got estimate, got approval from insurance. Supplier did not finish the work and the gutters are missing. Inspector confirmed additional work need completed. Items still in need of being completed were in contract. Received invoice from supplier, charging them for mechanical lien and interest. We have received invoices that include items that have already been paid for that need to be removed from the balance due. Approximately 15% of the work is not finished. I want unfinished work completed including installing gutters so we can make final payment. Liberty Restoration Date contract signed: August 26, 2022 Total cost: $16,514.00 nnnn

  Business response

  11/02/2022

  This is absolutely denied and entirely without merit.  Customer is intentionally trying to commit fraud and receive proceeds from insurance company.  ***** **** has been notified as they have the ability to purse damages for insurance fraud.  A mechanics lien has been filed with Cuyahoga county for the balance and a foreclosure action will begin.  The customer has received $17,821.39 from ***** **** and has paid Liberty Restoration $2,377.80 which the customer has disputed with her credit card company, further evidence that this is an intentional fraud. Liberty Restoration has submitted documentation including the notice of lien, contract, insurance paperwork, communication with ***** **** and emails from the customer to ****** ****.  ****** **** is considering their own actions against this customer.  

  Liberty Restoration has performed every aspect of the contract and all items listed on the insurance paperwork from ***** ****.  Anything additional Liberty Restoration was not contracted to do.  A copy of the mechanics lien is attached.  All communication moving forward needs to be through attorney's as the actions of this customer violate several state and federal laws, including insurance fraud, wire fraud, mail fraud and potential theft charges if it is proven this is a deliberate action by the Customer.  Liberty Restoration will not provide any consideration to this client as it appears closer to an extortion attempt, a third degree felony in Ohio, rather than a legitimate dispute. 

• Initial Complaint

  10/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed to have a small job completed on my property on May 3, 2022. I put 50% down of the estimate provided by Liberty Restoration and was told 8 to 10 weeks. The job was cancelled on 10/3/2022 because nothing had been done. Still waiting on my down payment to be refunded. It’s been 23 days and I just want my $2,180 money back.

  Business response

  11/10/2022

  I apologize for the delay.  A check is being sent out today to the address on file.

  Customer response

  11/21/2022

  11.21.2022, Consumer called BBB stating he has not received refund check from business.

  Business response

  12/07/2022

  I spoke to the customer about three hours ago and he is swinging by at lunch time to receive it.
  

  
  

• Initial Complaint

  10/25/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Description: On November 23, 2021, consumer signed a contract with Liberty Restoration to replace his roof. At the time of signing, consumer gave a down payment of half of the contract cost of $8000. Consumer paid down payment by credit card and the business advised they would start on the project in May 2022. Consumer stated the business has never showed up to his residence to start replacing his roof., No atty

  Business response

  10/25/2022

  We offered the customer a build date and was contacted on 9/12.  The customer did not reply to the call but replied via email AFTER material was already ordered and out for delivery on 9/14.  Liberty Restoration has costs associated with this action and will cancel the contract since the customer is refusing to allow the company to perform the contract.  A copy of the contract is included that specifically addresses situations where material is ordered.  

• Initial Complaint

  10/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of transaction was October 28,2021. I put a deposit in the amount of $6000.00 down on a new roof due to them telling me I had hail damage. I was told it would be started within 4-6 weeks. Then it being too late in the year and materials hard to find they would start in the spring of 2022. Spring came and went, promises of " you will be the next in line to get a new roof!" in Feb. March and April. First change order was 3-21-22 to agree that they would not be doing any screen work and that they would be replacing a bubble skylight. Then promises came from them about dropping off shingles the end of May, the last weekend. "Where would you like for us to put them? they said. At which time I told them. Then another change order on June 9th to complete all gutter work. Which that was already in the deal in the very first conversation we had. Then because I had such a busy summer, I gave them 3 times when I would not be able for them to do the work, but all other dates were open. So, all of June, July I got nothing not even a phone call. The man I had been working with quits cause he was not being paid. I heard this from a neighbor. I had no one telling me who was handling my case since then. August 3,2022, I called the number on my receipt and asked for my money back. No return phone call. August 12, 2022, I called left a message and no one returned my phone call. August 15, 2022, I called talked to Lisa. I told her I wanted to talk to Josh the owner and I wanted my money back. Sept 1,2022 same thing. about this time, I filed a complaint with the ******** ********* ******. They have recently told me that they have not got a response from them yet. September 9, 2022, Sean calls me and say we will be there Wednesday to do your roof. I said since when? No one told me. You cannot just come and tear someone's roof off without me being here. I had prior appointments that day. I told him I wanted my money back and he said we can do that but we will keep 15% for restocking

  Business response

  11/08/2022

  On October 27, 2021, Liberty Restoration LLC (Liberty) entered into a contract with ****** ***** ********  The contract was entered into where Liberty would work with her insurance carrier to settle the claim and perform the work necessary as dictated by the insurance company.
  
  Through the process, we worked with the insurance carrier by submitting pictures to justify the need to repair or replace certain items, researched codes, pulled measurements on her roof and finally by building an Xacimate of her claim.  A Xacimate is an estimating software that is highly technical and requires a significant amount of expertise, including a Xacimate license.
  
  On May 17, 2022, we received final paperwork from the insurance carrier.  Immediately after, we began the process of building the roof, including ordering a special order skylight.  That skylight was delivered on September 8, 2022. We provided a customer a build date on September 7, 2022, of September 14, 2022.  The customer refused us to perform the work AFTER material was ordered.
  
  Due to Liberty’s work initially, the customer received a total claim amount of $13,917.93.  Upon finalizing the paperwork with the carrier, the customer received an additional $4,519.64.  Liberty has been damaged by *****’s claims and refusal to build the roof.
  
  Our contract specifically states that if material is ordered as it was in this situation, the customer is responsible for 15% of the claim amount. Further, if the customer elects to cancel, the customer is responsible for 15% in liquidated damages.  Given her claim amount is $18,437.57 due to work performed by Liberty, ***** owes Liberty $5,531.27.  Customer paid a deposit of $6,000.00. To honor the contract, we are happy to refund the customer $468.73.
  
  Further, it is worth noting that ***** is the aunt of a former employee who was terminated from Liberty.  It is our belief that this is an intentional act by ***** and the former employee to conspire to damage Liberty and interfere in our contracts.

*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. ↩