Complaints

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  DON’T USE THIS COMPANY! I have been trying to help my elderly aunt in Johnson City with getting her roof replaced. She was solicited by Stormguard as they came to her offering to replace her damaged roof. Apparently that’s their MO, they send solicitors door to door, peddle their services, get paid insurance money, and provide nothing in return, no roofing services. No response to emails or phone calls. Don’t take my word for it, just read all the other complaints! Same thing. And then on top of it all, they try to rip you off even further, if you ask for a refund, they want to keep 25% for “their time”. What about MY time? Wasted, trying to communicate with them. It’s criminal. I feel have no choice at this point other than to seek legal counsel.

  Business response

  05/02/2024

  Would you please be willing to give me the homeowner's name and the property address so I can look up the account?

  Customer response

  05/02/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  

  The problem has not been resolved. I received an email from Nick after I attempted, once again, to contact Sarah. I told Nick via email that I had decided not to speak about the matter over the phone. I prefer to keep our discussions in writing, for purposes of legal documentation. This is because Stormguard has been untruthful over the phone. I have not heard back from Nick, in writing, as to Stormguard’s intentions. This complaint is regarding the home my elderly aunt, Betty *******n lives in at ** ****** ***** *** ******* ***** ***

  Sincerely,
  
  Jennifer C********

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Back in July 2023. Our home was hit with Strong winds, causing lots of damage, especially to the roof. We signed on with storm guard to do the repairs on our home and work with our insurance adjuster from Farm Bureau. We were told everything would take 6 to 8 weeks at the most to get taken care of depending on whether. I signed a contract with them and gave them ******* For a down payment to get started. They were to do roofing, rain gutters, home siding. All of which got damaged in the storm. they received their money no later than August from me. I have been going days weeks and months. Trying to get the work done on my home. Their excuses have run from bad weather, to cold weather , being back logged. Currently I am being told is an issue with the insurance company of a difference of ***** due to measurements of my arches being off. They have sent the information to my insurance company and my insurance company has reached out to them several times trying to correct the issue. I have been tagged in the email so I know people are receiving them even though they say they have not. Also my insurance company has had to drop my coverage for my roof for wind damage etc. to the repairs not being done yet. When I call storm guard it tells me to leave a message and they’ll get back with me within 24 hours at the latest and that has not been true. It takes some days week, sometimes even months before I hear from them and it’s never a phone conversation, or a way that I can communicate back to them. As retired veteran with 100% disability and tied to a wheelchair I have gone out of my way to make sure they get everything they need and help they wanted and I’m not getting anything in return. I feel as my home repairs are still not done and they have my money. At this point I’d really like to just get my money back so I can start over with a better company. This is why I’m reaching out to you and hope you all can help. Thank you so much. Sincerely Eugene (Gene) *******

  Business response

  03/25/2024

  Thie project is complete as of March 20th, 2024.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I filed a claim with my Insurance Company and heard back from them on August 15, 3023. My Claim was approved and I received a check to pay for installation of my Storm damaged roof. I met with StormGuard and was told at such time it would take around 6 to 8 weeks before they could begin. After 8 weeks I called to check out why I hadn’t heard anything from them and why they hadn’t installed my roof. I called and to no avail, after leaving several voice messages, I never received a call from anyone. I was beginning to feel as though I had been scammed. On September 7th I contacted one of the Representatives from StormGuard to inquire if I could get out of the contract due to all the run around I was getting and all the work they said they were going to do and had not even begun. I received a reply back on October 3rd which stated if I wanted to pay 25% of ******* they would release me from the contract. So on October 6, 2023, I wrote a check in the amount of ******* to StormGuard Roofing to install the new roof on my house due to damage from an extreme storm and high wind that occurred approximately a month prior. As of this date I still have a damaged roof, soffits, and fascia. It is now February 8th and no roof or repairs done. I did finally talk with an individual and was informed they were reaching out to my insurance company for more funding. I find roofing shingles laying in my yard each day that have been blown off and more heavy rain is on its way which is going to cause more damage. Enough is Enough! This is in no way good customer service. I’m requesting my ******* back so I can find a reputable company to install my roof before further damage occurs. It has been 7 months since the time I actually started with StormGuard. I have been patient and have given them more than ample time to install a roof and other repairs. If you need further info please let me know. I have documentation.

  Business response

  03/25/2024

  This project was completed on March 20th.

  Customer response

  03/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Shiryll *******

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Signed contract 8-2-2023 office has been closed as stated by USAA. Office phone provides no answer voice-mail full received text that my contract was approved and materials would be ordered to do the job of roof replacement. It appears that they are no longer in business and do not intend to even do the job.

  Business response

  12/11/2023

  The regional manager for Storm Guard called Mr ******* & here is a summary of their conversation:

  I just called and spoke with David. I apologize for how things have been going with his roof and supplements. He seems to be back on board if we can get in contact with his insurance company, coordinate with the solar company to get the panels removed and schedule the roof to be done ASAP.
  I explain to him in detail what we're going to do moving forward.
  Production dept is reaching out to the USAA right now to get the items that were missing on the SOL. I told him I would update him directly once we connect with them.
  I have called the solar company Akino Solar - Kayden is the rep 8***********
  I let David know that I would call him tomorrow by end of day with an updates and where things are at.
  
  

  Customer response

  12/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20920706, and find that this resolution is satisfactory to me. Communication is open once again with this contractor.
  
  Sincerely,
  
  David *******

• Initial Complaint

  10/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 5, 2023, Storm Guard was hired to complete repairs to my home due to insurance claim for storm damage. The siding, gutters, and window frames/trim were to be replaced. I met with sales rep, Tristen (who has since left the company) and the regional manager/senior sales rep? - Mike A. and signed with the company to agree to allow them to do the work contingent upon insurance approval. I was told if I chose standard-mid-grade siding and materials the company already had in stock work could be completed sooner as opposed to choosing an upgrade that would significantly delay the start date. So, I chose midgrade supplies already on hand and was given a tentative time frame of end of June-early July and told they would contact me couple of weeks prior to bring a dumpster to the property. Come late June early July, I started making inquiries as to the project date. I was advised my sales rep had left and I had a new one - Jimmy. I got very little communication from him or the company from then on. I was told they would get back to me - that I would have a date soon - Come late July early August when I still had no estimated start date, I asked why the delay? - I got no response! After countless unanswered emails and voicemails, I canceled the order and requested a full refund. I have been given a series of excuses for why no work or money?! - spanning the spectrum of - "you're on a list of approved refunds but we can't tell you when you'll get your money" - to- "We are meeting with the CFO on Monday and will call you back then" - which never happens! I have been speaking with Angela in the Asheville, NC. office who has been the only one to care to reply and she can only say that she doesn't know anything that it's up to their accounting department and they are not telling her anything. I have considered seeking legal counsel but would like to resolve this outside of that scope if possible. Spring and Summer have gone. NO communication!! I just want my money back.

  Customer response

  10/31/2023

  I received a check but for only HALF of what they owe me! Not acceptable! What exactly are they paying themselves for? They have done NOTHING. I have not gotten a response back from BBB since this complaint was initially filed. Has there been any update?

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I worked with local sales representative to get an approval on a roof replacement and repair interior damage last November (2023). We were able to get approval from insurance company the beginning of January.. Two good faith deposits were given to Territory Manager ($4,184.21 in January and $4,224.14 in March totaling $8,408.35) Was told they were busy and short staffed; but would get the job scheduled, Local territory manager was responsive but explained he was not responsible for scheduling, After repeated calls to get even a tentative date; I requested a refund of my deposit. I was told they would hold 25% if I cancelled agreement they had me sign. I explained that 4+ months was not acceptable and they broke their commitment of getting me scheduled within 2 weeks of receiving deposit. Territory Manager understood and agreed with me; but said he could not authorize the refund at his level. He told me he would forward to regional manager. I finally was able to speak with regional manager who gave me 2 options. He would pull a crew and schedule them in 2 to 3 weeks of our conversation or he would approve the refund at 100%. He committed to getting the refund to us in 5-10 business days. It has been over 6 weeks and no response.I spoke to business manager and she assured me Regional Manager would call. His voice mail was full and when I reported that to the office; it was cleared out-but no responses to emails or voice mails. This company did a nice job on the sales and local front; but I do not feel comfortable with them doing work on my home going forward. Promises made are not Promises kept with this franchise. All we asked for was our deposit back so we could get our home repaired. Did not want to hurt local rep and his team; but not fair to other customers who get caught in this loop. The company at the management level has been very disappointing. I am a senior citizen who cannot afford to be scammed at this stage of my life.

  Customer response

  09/01/2023

  Contacted franchisor (Storm Guard-Texas).  They responded quickly and were very empathetic to my situation. They reached out to franchise owner and committed to them that a refund check would be processed and sent in 10 business days. 
  Was promised same thing from franchisee in mid-July with no check ever being sent. Gave them almost 3 weeks and no check. Impossible to reach or get call back from their regional manager who made initial commitment to make things right
  I placed a similar complaint to BBB in Asheville (Western NC) which is where home office is located. Waiting to see if check is received and cleared.

  This was a commitment to corporate and curious to see if the execution actually does happen.

  Should not have to go through this process to get refund when they could not deliver on the commitments and promises made. Local team in Knoxville has been outstanding in everything they had control of.

  Clock is ticking on the promise of 10 business days. Time will tell if they execute this time around

   

*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. ↩