Complaints

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Description: Constituent’s parents had roof done January/February of 2022 by Liberty Restoration and on 9/3 constituent noticed a leak near a window sill. A family friend said it was a roof leak. 9/7 service tech comes out and said a J channel wasn’t sealed. Constituent consulted family friend who said that structure has stood for 20 years without a leak and that the roofers must have not done the job properly. Consumer called company again and they came back on 9/8 and left without repairing anything. Now consumer is getting a run around, leaving messages and sending emails. Insurance paid $10K and consumer paid $5K out of pocket for the new roof.

  Business response

  10/20/2022

  We've been out to the property to inspect.  Just because there hasn't been a leak in 20 years doesn't not mean the roof is wrong.  This is an issue with the siding. Whether or not something happened to it to cause the issue is beyond our knowledge, but it is not the roof.  If your friend has a specific place that he believes the leak is coming from, we are happy to investigate it. Otherwise, there is no reason to think this is from the roof.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Description: On March 2, 2021, Liberty Restoration Salesman, Gavin S**** came, unsolicited, to our home and spoke to myself and my wife about Liberty Restoration installing a new roof due to storm activity in the area. We opted for the GAF System Plus 50 year Warranty at an additional cost of $150. Between May 25 - 26, 2021, Liberty Restoration installed a new roof. During this time we realized that the conditions of the contract and warranty were not being met. We made contact with Morgan M**** of Liberty Restoration via email and telephone in order to clear up the discrepancy. Several telephone calls and emails were sent to both Liberty Restoration representatives Morgan M**** and Josh B******* in order to resolve the issue with no success. On August 2, 2021, we had our roof inspected for $375 by GAF Certified Inspector Chad M***. He is also certified by the Franklin County Court of Common Pleas. He verified that only GAF shingles were used in the installation making the warranty invalid. He also identified several issues with the installation that compromised the integrity of the roofing, the ventilation, as well as not meeting code requirements. The inspection report was forwarded to Liberty Restoration. On August 4, 2021, a mechanic’s lien on our home was filed by attorneys on behalf of Josh B******* and Liberty Restoration. There were several inconsistencies with the lien. The lien was filed in Franklin County, however the affidavit states COUNTY OF FAIRFIELD. The affidavit also states that the last day of labor, work or materials furnished was on June 7, 2021. This is completely false. Another issue with the lien is in Exhibit A’s legal property description for a different property in a different city. Nothing about Exhibit A is correct for our property. On September 28, 2021, in a telephone conversation with Josh B*******, he indicated that he would begin paperwork to complete the roof installation, at no extra cost. This is an indirect admission that the work was not correctly completed and therefore the lien shouldn't have been filed. On April 19, 2022, a final addendum to the original contract was agreed upon to complete all required repairs. On April 20, 2022, the roof repair was conducted by Liberty Restoration. From April 20 to July14, 2022, several attempts by email and telephone were made to Josh B******* and Liberty Restoration in order to obtain the complete report with photographs of the repair agreed upon in the addendum along with the final invoice and the removal of the mechanics lien. There has been no response. On August 11, 2022, Chad M*** re-inspected the roof to determine if the repairs were completed to meet the requirements of the addendum with Liberty Restoration. They were not. We paid Chad M*** $175 for this inspection. On August 24, 2022 - We paid M*** and Company Roofing $900 to complete the repairs that Liberty Restoration failed to complete.

  Business response

  10/05/2022

  The balance remains due.  If you feel the lien was wrongfully filed, the Customer has a legal right to challenge.  However, the Customer has been aware of this lien for the balance due for nearly 14 months.  Liberty Restoration performed exactly as required by the signed agreement dated 4/19/22.  Liberty Restoration had an engineer on site, as well, to ensure accuracy.  Furthermore, Liberty submitted pictures of everything that was requested by the Customer and listed in the agreement.  At this point, even though the Customer says the other work has been completed, Customer has made no effort to satisfy the debt and the lien.  Liberty Restoration has not moved forward with any further action on the lien, which could include a foreclosure action, in hopes that Customer will pay the balance due for the work performed.  If Customer wishes to pay the balance or work out a payment agreement, we are more than happy to discuss.

  Customer response

  10/14/2022

  I am rejecting this response because: Liberty Restoration did not finish the job as agreed.  They did not provide agreed upon photos. We made numerous attempts to settle this matter, via phone and email, with no response from the business. The business failed to respond to our requests for a final invoice. We had roof leaking issues which caused black mold. We contacted the business and they failed to respond. We ended up paying another company to fix the leak and mold issues. They also completed the roof installation that Liberty Restoration failed to do as agreed. 
  
  Regards,
  
  ******* *****

  Business response

  10/23/2022

  This is not true.  The pictures that the Customer specifically requested were provided.  The customer documented and drafted the agreement on what pictures would be provided.  This pictures were provided.  This has been ongoing for more than a year, and this is simply another attempt to avoid paying the balance due.  We have attempted to accommodate every request of the customer, but the balance is due.  If the Customer decided to choose a different contractor to provide work, whether or not it was necessary or not, that has no effect on the balance due.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Entered by BBB staff LO In March of 2022 consumer ordered fire doors for their hotel. A down payment of $3763.95 was made on 3/22/22. The business has been called multiple times and is always told they will call back and the doors are ordered. The consumer still has not received the doors so he called the business today 9/13/22 and told them to cancel the order and they told him they would call him back again.

  Business response

  09/14/2022

  The customer's account is in collections per the attached contract that the customer is in breach of and is pending litigation for the aforementioned breach.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Description: Quality of workmanship on tile, flooring, windows, trim, chair rail, electrical, etc..

  Business response

  09/10/2022

  We've already had electricians out on site to perform repairs, met with the homeowner to come up with a plan of action.  Part of the issue involves his insurance carrier as the initial estimate appears to have been missing items.

  Customer response

  09/10/2022

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

• Initial Complaint

  08/25/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with Liberty Restoration for a new roof for my home during the last week of October. They cashed my check for the down payment on 11/2/2021 for $3,1115 I was told that sometime at the end of May they would install it, weather permitting. We are 3 months past that datee. I have called the rep and he cannot give me an answer or time frame. the company refuses to call me back. They no longer have a live person answering the calls but a voicemail. I just want the roof put on.

  Business response

  08/26/2022

  Your roof is scheduled to be installed on 9/13 with material delivered on 9/12.  Obviously if it rains that day it would be moved to the next available day, but this job is all set to go.  If you need anything else, please let us know.

• Initial Complaint

  08/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We gave Liberty a $7,000 on 9-24-21 to replace our roof. We were told they could not get the roof replaced before winter, but would be done in spring. After numerous calls to get an install date, we were not given any information. I started calling almost daily, leaving messages. Until I threatened to call my lawyer, did I finally get a call from the owner Josh 8-5-22. He said the check would be cut and sent UPS. I have called 10 times since then and Josh keeps saying the heck was cut and in transit. I asked for the check number and tracking, but no answer was given. On 8-18-22 I sent Josh a text saying I would contact my lawyer if I did not have my check in hand by 5 pm on 8-19-22. Josh responded he would be happy to talk to my lawyer which only means the check was never cut or sent. Needless to say our roof is still leaking and causing further damage to our home.

  Business response

  09/23/2022

  Customer received a refund and deposited the check. 

  Customer response

  09/26/2022

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

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Liberty in February to replace my roof, some rotten fascia, and repaint all the soffit and fascia/install soffit vents. I was told the roof and soffit vents/painting would be done 6/24, and the fascia would be done on 6/26. The roofing crew did not block my downspouts or do any cleanup at all for nails. I contacted the Liberty rep and he said someone would come out to clean up, but that never happened so I bought a magnet and cleaned up the nails myself. The crew showed back up on 6/25 (not 6/26 as scheduled) and replaced rotten fascia and painted the fascia. The workmanship was extremely poor. Boards were incorrect width, improper nails used, paint dropped on my brick, corners not mitered accurately leaving large gaps, multiple areas where old paint was not scraped off, some places missing paint entirely. They returned to look at my concerns on 6/27 and told me they were going to wrap the fascia in aluminum so you couldn’t see the botched paint/woodworking job. I reluctantly agreed and the aluminum was installed on 7/6. There are multiple areas where the aluminum is dented or looks unprofessionally installed. become clear I am not going to be able to get any higher quality work from this group. I had to ask if there would be insect screens behind the vents and they had to order them because they hadn’t planned to install insect screens, meaning bugs could enter my attic! Also, they did not consider the fact that soffit vents require insulation baffles. They just cut holes, installed the cheapest vents possible, let the blow-in insulation fall all over my property, and now the vents are already blocked. The soffit painting still hasn’t been finished. Multiple no call no shows. I complained to the corporate office on 7/22. They said they’d send the same crew out again, but I requested to speak to a manager. I still have not heard back. Overall, Liberty has been negligent, disrespectful of my property and inconsiderate of my time!

  Business response

  09/01/2022

  We have worked with the customer on the past due payment for the work that was completed satisfactorily for the customer.  We are working together on the other remaining items in question that were not related to the initial scope of work.

  Customer response

  09/09/2022

  The business has not contacted me to schedule the remaining work, which a deposit has been paid for.  It was in the original scope, and was included on the invoice requesting payment for work not completed, which is why there was a delay in payment.  I reached out to the company by phone and email 7 times in total before reaching someone who could adjust the invoice to reflect only the completed work.  At that time, I was told I would be contacted to schedule the remaining paint work, but that has not happened.

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

  Business response

  09/09/2022

  We are planning on resolving this within the next week.  As per the customer request, she asked that a different crew be assigned, which is what are going to do to ensure complete satisfaction.

  Customer response

  09/16/2022

  I am rejecting this response because: I still have not been contacted about a resolution to this.  Furthermore, Misa, the manager of the team who did my roof and the first part of the trim job just called me to ask me to pay Liberty for the roof because he says they are refusing to pay him because I haven’t paid my bill.  This is incorrect.  I have paid $8,067.77 to date, and have held back $900 with the permission of Josh at Liberty pending completion of the job.  This is extraordinarily unprofessional.
  
  Regards,
  
  ******* *******

  Business response

  10/23/2022

  We entirely understand the frustration on the delay for the small remaining items.  As you are aware, the primary work is completed which was the roof.  You have concerns about the workmanship for the fascia replacement but requested a different contractor.  We are trying to coordinate it as quickly as possible, which is why we left a greater balance than work to be completed.  As you know, the ridge vent and the drip edge were installed as part of the upgrade process.  The paint did occur, but you weren't satisfied which is why we are trying to correct it per your request.

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Signed a contract with Liberty Restoration on Dec. 18th 2021. After receiving the money from the insurance company I paid Liberty on Dec. 22nd 2021 in the amount of $5,156.57. Works was scheduled to be completed last week of April or 1st week of May. Due to 'weather and supplies issues' work kept being postponed. It is now July 20th, 2022 and no work was done. I have a leaking roof that caused damage to my bathroom ceiling. In December of 2021 damage was minor, fast forward 7 months and the damage is substantial. Water damage is now turning into mold. Last time I spoke with someone I was told July 17th was my day (message I received was from July 1st), well that day went by and no one showed up. I sent a message again on July 5th, with the image of my ceiling and response I received is that it will be sent to production and management. I've sent 3 additional messages to confirm the date again, but no response ever since. Now I'm left without the money I paid, leaking roof and damage inside the home!

  Business response

  08/05/2022

  We spoke to the customer on 8/1.  We will have the work completed within the next two weeks or so, weather permitting.

  Customer response

  08/15/2022

  I did speak with Robert on 8.1 who told me he will call me on 8.2 to give me a build date.  It's 8.15 now and no one called me to schedule a build date, much less completed the worked like they said in here they would.  I sent a message to company on 8.8, no response.  I called and left a voicemail on 8.9 and no response.  It's 8.15 and I still don't have a build date, and the work has not been completed.
  
  Regards,
  
  **** *****

  Business response

  01/17/2023

  The customer RECEIVED all funds from Liberty Restoration.  There are no further funds due.  I would recommend the customer contact his attorney to resolve this issue.  The check directly from our bank has already cleared and no further information or funds are due.

  Customer response

  01/27/2023

  1/25/2023 consumer notified BBB check received and complaint can be closed.

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A sales rep with Liberty Restoration who is no longer with the company apparently, **** ****, met with me in December 2021. We entered into a contract to file an insurance claim for roof damage shortly after. The insurance company approved the roof claim and the first draw for over $9,000 was sent to Liberty Roofing corporate offices on March 31, 2022. It is now July 20, 2022 and zero work has been completed. In addition, no one will return my phone calls or work with me to schedule the work. I am requesting a full refund of my money that they have been holding for 3+ months with zero work completed. Additionally, according to my insurance agent the company filed an interior claim in excess of $50,000 that was not authorized or approved by me. This claim was denied but Liberty kept fighting it and telling me that the "insurance company is delaying".

  Business response

  08/05/2022

  This work began early this week and is now primarily completed.

  Customer response

  08/19/2022

  I have been traveling these past few weeks and did not get to respond to
  the business complaint. I agree with their response. The work has been
  completed, and I am now satisfied.
  
  I would not recommend this company to anyone in the future, however they
  did finally complete the work agreed to so I feel it is wrong to not
  acknowledge that.
  
  Thanks,
  
  **** ********
   
  

  
  

• Initial Complaint

  07/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 08/20/21, we signed a contract with their Estimatior (who no longer works for the company) and gave a deposit of $6845.00. We were told that they were scheduling about 3-4 weeks out and we would be contacted with a firm date for installation. The paperwork provided said they were working on approximately a 45 day lead time. We followed up several times with our estimator and until late fall, each time being told it was delayed. When it became too cold to install, we were promised we were first on the list for spring of 2022. We patiently waited. Then in the spring (late April) their was no contact. I called and learned the estimator was no longer with the company. I was provided two phone numbers for Robert M****. Mr. M**** initially told us we were tentative for mid-May, we heard nothing. We called him back and he now said mid June, we heard nothing again. I called back in mid June and he claimed he was just waiting for our permit from the city. Then nothing. My wife called a few weeks later and he claimed now it was going to be mid July, but couldn't give her a date due to weather conditions. (The weather hasn't been this dry in a Cleveland spring in a long time) Now I am up to 3 unreturned phone messages which I have left on 3 different numbers, 2 provided by Mr. M**** and 1 from the paperwork. They have had my money for almost a year. I also encouraged my neighbor to use them and she has been waiting almost as long. When I checked their BBB rating a year ago everything looked great. Now I see that this has changed. I either want my roof completed now or my money back so I can finally get this done.

  Business response

  08/31/2022

  A resolution has been reached with this customer to resolve all outstanding issues.

*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. ↩