Complaints

• Initial Complaint

  07/05/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a contract with liberty restoration to replace my roof for an approximate cost of $7,037, approximately 10 months ago. My insurance approved the $7,037 amount then liberty restoration turned around and changed the price to $14,000 (that’s double the price!). My insurance has attempted numerous times to collect an updated supplement that includes CODES justifying the price increase. Liberty restoration has not been cooperative and in 10 months has done nothing and has refused to return my deposit of $2,667. I need my deposit back so I can move on and hire a company that has integrity.

  Business response

  08/26/2022

  We never changed the price of the roof install. Per the contract, we negotiate with the insurance carrier to ensure all items are included and the proper pricing is applied.  As cost of material is constantly changing, it is important to ensure that the material used doesn't change to ensure the highest quality roof for you.  We are currently waiting on **** for their final paperwork.  They stated it would be in by end of the day today (from the phone conversation on Wednesday).  We are hopeful that happens and as soon as it does, we will get you on the build schedule.  If you have any questions, please don't hesitate to reach out.

  Customer response

  08/27/2022

  The issue has not been resolved, but I have since been in contact with the company telephonically and they say they are currently working with my insurance to move forward with the installation. When I submitted my complaint I hadn't been able to get ahold of anyone in months to get a status, so I was worried because one of their former employees kept contacting to tell me that the company was not paying their employees and they were allegedly going out of business.  This is also the same (former) employee that assured me the contract was for approx. $7,000 and not $14,000. This was causing a lot of undue stress for me. 
  In light of the company’s recent assurance to move forward, I tentatively accept the business's response to resolve this complaint and will consider the matter closed when they complete the installation. 
  Regards,
  
  ******* *****

• Initial Complaint

  07/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid a deposit on a roof in August 2021, and the work has yet to be completed. I was told last year that my roof would be done then, but that didn’t happen. Then I was told that I was a priority on the list to be done in the spring. Spring came and went without any work done. Then they made a series of other promises like it would be done beginning of June, then mid-June, and then finally end of June. Well, it’s now July, and they have not contacted me nor am I on the schedule. It has been a series of excuses every time I’ve called to inquire what’s going on (which, by the way, they never call me, I have to always call them to get updates) like they didn’t get the roofing material because of supply chain issues (keep in mind I paid nearly a year ago) and then permitting. I’m sure if I called the city, they would tell me there has been no permit filing or it was approved awhile ago. I just want my roof done. Thanks to winter and a series of storms, the roof has gotten progressively worse to the point where numerous shingles are displaced and have even damaged my gutters. Thankfully, we have no leaks, but I’m not sure how much longer that will be true. I should have gone with a different company. Either complete the job or give me a refund so I can find someone who will.

  Business response

  08/05/2022

  This customer was spoken to on the phone and is scheduled for the week of 8/15.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/10/22 a rep from Liberty came to my door asking if I would be interested in a new roof quote, in need of a new roof I agreed. Approx. 25 mins later, my neighbor shows up with the appraiser Travis N., my neighbor went on to explain that he caught this guy deliberately denting my gutters with a tape measure to make it look like hail damage. The cops were already called and Travis admitted to everything, only to change his story when he was by himself with the police officer. The next day, I immediately called Josh B, the supposed owner of this company. He said he was looking into things and would call me back the next business day. After more than enough time and attempts, he would not answer or return my calls. Finally my daughter called, he proceeded to tell her that he tried to call and leave a message, but didn't keep trying because he didn't "know if she was on vacation". I never received a call, no voicemail was ever left. When I did get to talk to Josh again, he asked if he could come out and take some more photos, I agreed although photos were already available through the police. He never showed up, more excuses, but eventually sent out another rep, Sean M, he listened and assured he would take care of things. In true Liberty Restoration fashion he didn't keep his word either, and his communication is just as bad as Josh's. To sum things up, they were supposed to replace my downspouts the first week of June, here we are 6/25 and nothing. I left Sean a message on 6/10 asking for an update and he has yet to call back. At one point, I asked for the money to take care of it myself, their response was that they "wanted to make sure the job got done", whatever that meant - we are going into a 3 month nightmare, for vandalism on my property and I haven't got anything - no downspouts, no communication, no resolution, nothing. The ethics of this company is truly one of the worst I've ever dealt with - downspouts just isn't enough at this point.

  Business response

  07/20/2022

  We vehemently deny any damage was done to your property.  We have researched this claim and tried to come to an amicable solution simply to resolve the appearance that this presents. However, upon our last conversation with you, we understood you filed an insurance claim, and that insurance claim covered the gutters and downspouts for the proximate cause being hail damage.  You asked Sean M for money instead of the replacement of the downspout you claimed was "damaged."  We refused to give you money as it appeared to be a scheme to make a profit rather than a legitimate concern. We have referred this to our legal council in Indiana to further address these unfounded and slanderous accusations and attempted scheme to receive financial benefits.

  Customer response

  07/23/2022

  I am rejecting this response because it's full of more lies and unethical practices. 

  The appraiser Travis N first admitted to doing the damage, and when Sean M. came out he agreed that he could see the damage and assured me that Travis N. would no longer be employed with Liberty.  This is conflicting from the first statement made by Liberty, if there wasn’t damage done, then why would Liberty “work on an amicable solution”.  The solution offered was to replace the downspouts and paint the gutters - not the best solution but at the time I agreed just trying to put this behind me.  The job was supposed to be done the first week of June - and nothing, no downspouts, no communication, nothing was taken care of.  Again, there was no hail damage to my gutters, only damage done by your employee.  That being said, I did not file a claim for gutters - I filed a claim for a roof, the roof that I was supposed to get a quote on by Liberty when you came to my door.  My gutters should have never been touched.  I did ask for the money because of the lack of follow through and communication from Liberty. Also, by having my gutters and downspouts replaced at the same time– the job would be done right and look better instead of new downspouts with painted gutters.  My insurance is fully aware of the situation, and to this day I don’t have new gutters or downspouts.  Sean M said no to the money because they wanted to make sure the job was done right and assured me that they would be at my house the first week of June to get it taken care of.   Again, our agreement was downspouts and painted gutters due to the damage done by Liberty.  I never attempted to get anything else out of Liberty Restoration other than that.  Honestly at this point, between the damage, time, and extra stress that this situation has caused me, we are way past the $1000.00 that Liberty said they would have in labor and supplies.   I have evidence that easily shows who the slanderous and unethical party is here.  Remember, Josh B, you already turned it over to your legal counsel, less than 24 hours after the police report was made, and before talking to me.  Either way,  you proceed with the way you feel that you need to and I will do the same.

  Regards,
  

  Karen Gould

  Business response

  08/05/2022

  We respectfully disagree in the entirety.  In one sentence "our agreement was downspounts and painted gutters...I never attempted to get anything else out of Liberty Restoration than that" while the preceding sentence says "I did ask for money..." and the proceeding sentence says "we are way past the $1000.00...".  Unfortunately, we again deny the allegations that you state.  We attempted to work with you just to avoid an adversarial situation but when money started to be demanding, it changes the situation drastically and as outside implications.  

• Initial Complaint

  07/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Met with company representative late 2021 after he knocked on my door. Informed me there might be some damage on my roof that will be covered by insurance. Filed a claim with insurance that got approved, and insurance issued a check. Liberty was extremely eager to get the check from insurance in order to get me on the "build list" (called multiple times per day until check was received; drove to my home immediately to pick it up). Got on a "build list" in December, and was promised early May build. Early May build date got pushed to early June due to "weather". June build got pushed back as there was a "change" in the work order and the change was not "approved" by me (change was that skylight was not to be replaced - of course, skylight replacement was NEVER in the original contract anyway - this was done to further prolong the period of time). Late June build date passed with nobody reaching out. We're now in July; they failed to show up when they said they would. Even worse, I still have no build date, and communication has slowed to a crawl. I keep being told that "someone will reach out". I have asked for the money back repeatedly, but have gotten nowhere. I would just like to get my refund at this point.

  Business response

  07/08/2022

  I sincerely apologize for the delay.  We did have you scheduled for end of June, then moved it to this week because of weather. Unfortunately with the rain on Tuesday and Wednesday it further moved things back.  I am currently looking at the end of next week and will confirm on Monday once we are confident in the weather. Once again, I apologize, but we have had more rain days than clear days since May.  

• Initial Complaint

  07/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed my contract with Liberty Restoration on 3/16/2022 for roof replacement. Deposit of $6,000 as the 50% down payment was made. Last month (May 2022) we started to check if we can get the date of roof installation and the roof company never gave us a date. When we called the company, the front desk always said someone or the manger would give us a call but we didn't receive any call from any manager. Now, it has been more than 3 months after signing the contract, and we still don't know when the installation will be. I feel that Liberty is trying to give me the run-around about why my roof replacement has not even been scheduled. I am not sure if Liberty signed the contract with me mainly for getting the cancellation fee from me? Are they just waiting for me to cancel the contract and they will get the cancellation fee from me without doing anything? I do hope Liberty can do their job well in time and finish my roof installation in July 2022. It has been waiting too long and not a happy experience so far.

  Business response

  07/08/2022

  We just received your signed change order on July 1, 2022, with the shingle choice, metal color and drip edge color.  As you can see from the attached contract, that was not determined at the initial signing.  You received a build date today of 7/22/22, weather permitting.  We are excited to complete your project and looking forward to you loving your new roof!

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Liberty Restoration was paid half in March to replace our roof. They have been giving us the runaround ever since .We were told many start dates and they have come and gone. We call when the material doesn’t show up on the date they have said it would ,they don’t even give you the common courtesy to tell you it isn’t coming. The last promise date was June 20 to drop off material and June 21 to do the job. Again, no call no nothing, I called them and was given more excuses. I explain to the receptionist (Lisa) that a company is only as good as their word and if their word is no good what does that leave you. I asked to speak to either Josh or Mike I was told to hold on , upon holding on we were disconnected Lisa hung up she call back five minutes later and said the call was dropped somehow she didn’t really know what had happened. During that time Mike called my husband cell phone in the other room and told him another excuse. Bottom line he explained that it would be done that week to my husband. Well it’s Monday morning June 27 and still no material no work no explanation so I thought it’s best instead of calling them for another excuse , to register this complaint with the Better Business Bureau. All we want is our roof replaced like we were promised like we paid half for. We want a true date of when it will be done. We are tired of the excuses. So if Mike or Josh can get the job done it would be greatly appreciated. We just want the roof replaced like the contract promised. And we can only hope the work will be good. I had no doubt before but I do now. We want the service we were promised. We want the material delivered and the job done well.

  Business response

  07/21/2022

  Material was delivered to this job on 7/19 and work has already begun.  

  Customer response

  07/23/2022

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

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed my contract with Liberty on January 7th of 2022. It is now May 11th and I still am not even on the schedule for services. Now that I want to cancel my contract and move forward with another company, no one at Liberty is giving me the time of day to contact me to cancel. I believe they are doing this to con me into paying them a percentage of the estimate listed in their contract once "work has been started." My contact cannot even tell me if my materials have been ordered. I am told I need to speak to "Josh" to cancel my contract and he has not returned any of my calls and the administrator who answers the phone cannot seem to "find his phone number." It is very evident to me after calling other similar businesses that Liberty is trying to give me the run-around about why my service has not even been scheduled.

  Business response

  06/01/2022

  There are numerous inaccuracies in this complaint.  Liberty Restoration performed under the signed contract and provided the appropriate refund under the agreement.  Any further action regarding the statements Mr. ***** made will be handled in a separate venue.

  Customer response

  06/03/2022

  I accept the business's response to resolve this complaint. I agreed to the contract terms and received a refund of $1,907.73 on May 24th. 

   

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

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been waiting since May 2021 for this company to complete my sliding, gutter, and shutters job and still hasn’t finished. They won’t provide any answers.

  Business response

  03/08/2022

  This job is now completed.  If there is anything else that needs done, please don't hesitate to let us know!

*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. ↩