Complaints

• Initial Complaint

  11/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Chance from (OHM) came out at the end of Aug/1st Sept and we prepaid them $17k. The roof was supposed to be replaced around Halloween. Since it's been pushed twice and now they're saying Mid-late December. Absolutely unacceptable. Either get the job done or refund our money.

  

  Business response

  11/25/2024

  After speaking with the customer, we were able to move the installation up and resolve the issue. 

  Customer response

  11/26/2024

  They brought out the materials for the job and are supposed to start Friday.

  I do not wish to accept the solution until the entire job is complete. I am glad there's forward progress, I'm just worried 

  they may not follow through since it's taken a complaint to get them out in the first place.

  Customer response

  12/14/2024

  The job is now complete and seems of expected quality. We're satisfied with this outcome.  Payment has not been complete yet, seems there is ongoing negotiations with the company and the insurance company.

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint is about repair issues and bad business practices of the company. They didn&#**;t put a downspout on the gutters so the rain is coming down on my brick floor. They put the contract on my email and I am not computer savvy. I asked him to mail a copy of the contract and he said ok. I had not received it in a week so I called him. I still have not received it. I would like for them to complete the work in the contract to my satisfaction.

  

  Business response

  11/17/2023

  We contacted the customer to clear up the communication issues and to finish the installation of her shutters. We confirmed that ****** had received her two hard copies of the contract that were sent in August and hand delivered in September and she confirmed. 

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a roof put on our house back in 2020 due to hail damage and age. It was an insurance job. This company was hired to reroof the house. Not long after it was completed, we noticed leaks, mostly on the porch which is less of an angle, more flat than the rest of the roof. I attempted many times to get in touch with the company and was not successful. Finally in December 2022, they showed up (after making an appt and not showing), At last a maintenance guy showed and looked at the roof and said that the roof is too flat, and he did a patch as best as he could he said. But he warned us that it would start leaking again. He said that shingles won&#**;t work with the roof, it is too flat. They were the ones that put it on! There were numerous calls made to the company, after the patch and rain storms, and there was more leakage. When I finally got through to them, they indicated that they weren&#**;t going to do any thing more. There was a lifetime warranty supposedly. They weren&#**;t going to do anything because it was a layover job. We paid $6,250 through our insurance.

  

  Business response

  07/05/2023

  Our typical process for warranty or recall work is to schedule an inspection with the original sales representative for the contract. At the time, the representative for this job had moved out of state, so it got moved back to the office staff. Between weather delays and other job installations, our office team was not able to go perform an inspection in the normal allotted time we give our representatives.
  Once our team was able to go out and perform an inspection and gather photos, our typical process is to discuss the findings with the office staff and compare what they are seeing to what was contracted. Once the initial inspection was completed, our team discussed it in the office and deemed it not warrantied, but still sent a different team member to try and patch what they could as a courtesy.
  It is standard that we do not warranty a layover roof. It is laying new shingles over old, damaged shingles to avoid replacing them for longer. We train our team specifically to tell their customers that it voids all warranties and to outline the risks of doing so.
  We typically do not put shingles over a flat roof, unless it is opted into by the homeowner. By the contract that was signed, the homeowner opted into a shingle replacement over the entire roof structure.
  Unfortunately, jobs with layovers often have leaks and issues over time, which is a warning we give all customers who are considering it as an option. According to our contract, there were no layers contracted to tear off, which is a layover contract by default. It is signed by the homeowner.
  
  

  Customer response

  07/06/2023

  Here is insurance claim and pictures 

  Customer response

  07/06/2023

  I am rejecting this response because:   you guys advertise it as every roof is under warranty, and ***** the person who we did roof through told us it was under warranty. I had specifically asked if it was just shingles or the roof and job and all as well. He said roof and all was under lifetime warranty.That is the only reason why we proceeded. It was not supposed to be a layover. Insurance claim for hail damage and for new roof to be put on and old taken off. Layover was not brought up ever in any of our conversations. Nor did we even know what a layover was or that you could do that. Neither was the flat roof brought up about shingles don't go with flat roofs... We aren't the roof experts. Had it been brought up that shingles don't work we would have definitely opted for something that would work. Our roof is in worse condition now since you put the roof on. I feel you guys are unorganized and how much it took me to get you guys to even come out and look. The circles I went in. Radio silence.. the "somehow we forgot to put you on the schedule" or the fact you guys had me leave work early (3hours) for a designated time to look at our roof ( I work 45minutes away from my home) and you guys did not show up at all at the time you were supposed to because you guys decided to go to a different job but the excuse was it got mixed up. Which makes no sense  because just before our appointment we talked on the phone and it was a job for a LEAK not a job for a new roof!  I tried resolving this without going this route or legal routes, you guys strung me along forever. It is not my problem your guys' staff change or this or that. You were unprofessional and and I think you were hoping I'd just drop it. I'm not. I would like to get roof done correctly, or I may just seek out legal actions. 

  

  Business response

  02/21/2024

  From: **** ****** <*********************************************************>
  Sent: Wednesday, February 21, 2024 9:19 AM
  To: ****** **** <*************************************************************************>
  Subject: Re: BBB Business Profile for Ohm Restoration (BID 91055150)
   
  Hi Hannah, 
  
  I alerted our owner to this information again and will get a response from him as soon as possible! 

  

  Business response

  02/23/2024

  After speaking with our General Manager, he said he had contacted them and was working toward a resolution and was working on a bid to get it replaced with a discount so they can do the required work for less than another crew would expect.

  Customer response

  02/23/2024

  I am rejecting this response because there is no concrete Information ex: no numbers, or what kind of discount. I can and will not agree to something I have no information about. To vague. I'd like to see the actual bid and all information in details before I make any decisions. 

  

  Business response

  02/28/2024

  Our General Manager submitted options via email for them to review and decide on so that we can do the necessary repairs to fix their problem. It was an issue with the pitch of the roof which is fixable with a new material, but we could not change it without a new contract being signed since the original documents were binding. They have a few options to choose from regarding this and as of now we have not received a response via email with their decision. Our GM is available via phone for questions and he sent it from his email which he also can clarify any additional questions or concerns on. As of right now, there aren't more details to disclose because a decision has not been made. 

  Customer response

  03/03/2024

  I am rejecting this response because:

  We have never received any emails or phone calls or anything about options or plans regarding our problem with fixing roof. You know how many times I have tried calling and tried talking to the ** over this issue over the years I have been dealing with it??  Always being told they aren't there or they will call me back and never do.. or passing me on to someone else who in the end says they'll relay message and have them call me back and again never do..this Is like an endless circle... frustrating.....

  

  Business response

  05/08/2024

  As of right now, the last communication we have record of is the end of 2023 and that was handled by our General Manager personally. He explained via phone call that they had an option to replace their roof with a low-slope roofing system which they rejected and he then told them what they had now would not be covered under any warranty.

  Customer response

  05/08/2024

  I am rejecting this response because:  That's funny, I have no recollection of any talk about doing a low sloping roof system or anything of the sort! Last communication was me being told nothing was going to be done about it But that we could try fixing it OURSELVES!  I'm thinking I may just go to court. I'm tired of the ***** We should not have to fork out any money for a mistake you guys did!!

  

  Business response

  05/08/2024

  Hello, 

  I understand this is frustrating but the only information I have to go off of is the notes in your profile and the discussion that was just had with the ** about this specifically. If you would like, I can have him go over the option again and see if you would like to move forward with that. 

  Customer response

  05/12/2024

  I am rejecting because until things have been resolved I do not want my case closed. I am not backing down. I want what mistakes were made by company to be fixed and resolved. I would like to hear options but we should not have to fork money out for the company's mistakes and damages resulting from those mistakes. 

  

  Business response

  06/05/2024

  I understand not wanting this closed. 

  I can have our General Manager reach out again via phone or email again to go over the options and build an estimate if that is what you would like. I will let him know you would like to explore that option again. 

  Customer response

  06/05/2024

  I am rejecting this response because:  IT Has not been resolved. Why is this an estimate? IT should be repaired for free. It was your MISTAKE! It was faulty craftmanship!

  

  Business response

  06/06/2024

  You should have received correspondence on the matter from our General Manager. He sent the office a notification of the message he sent. We will have a new project manager go and gather photos and do a brief inspection (you do not have to be present as he does not need to get inside) and they will tell you their findings. We can then proceed from there. The older photos do not show any additional damage so we want to be sure we are getting the full scope of work on this compaint. 

  Customer response

  06/08/2024

  I am rejecting this response because:   Someone did come take pictures and said we would hear back from you guys. So back to waiting. So not resolved. 

  Customer response

  07/28/2024

  See attached

  

  Business response

  07/30/2024

  Our crew called this morning and informed us it should be completed this week pending weather delays. 

  Customer response

  08/01/2024

  I am rejecting this response because:  The job isn't completed yet.  We will be waiting for that to progress. Once the project has been completed and the whole roof is thoroughly checked with all necessary repairs of leaks and damages from those leaks are repaired properly, no ******* of the job, satisfactory quality and up to all legal, health and safety standards shall we resolve this case. 

  

  Business response

  08/02/2024

  Of course, we don't expect it to be resolved prior to that. We just have to have a response on file with the BBB with our plan to resolve it. 

  Customer response

  08/02/2024

  Rejected: I am responding the same. Not  resolved

  Customer response

  09/27/2024

  They have still not come to fix roof. They had said within the week it would be done weather permitting. It's now been over a month. No show. The materials just still sitting there. There has been plenty of nice days they could have done it. We also may possibly have a leak starting in our kitchen now but unsure. Just Husband had thought he saw some dripping. It's now supposed to rain so we will be watching that area as well. In case. Hopefully he is wrong. But regardless the damage is getting worse the longer they take .... so case is still unresolved!

  

  Business response

  09/27/2024

  Hello, 

  I am reaching out to our team to figure out why it has not been resolved. We will give you a call once I get an answer.

  Customer response

  09/30/2024

  I am rejecting this response because: not resolved. Waiting on it to be done.  

  Customer response

  10/10/2024

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID 20195397, and agree to move forward with arbitration to resolve the complaint.

  Sincerely,

  April Bailey-brooks

  

  Business response

  10/16/2024

  Hello, 

   

  I believe this repair has been completed. 

  

  Business response

  10/16/2024

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID 20195397,  and agree to move forward with arbitration to resolve the complaint. 

   

• Initial Complaint

  01/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company knocked on my door telling me they believed I had roof damage and then led me down a long road with an insurance claim that very well could have been avoided. Throughout that process I was assured the work being done was with the insurance claim and that all work would be adjusted accordingly. My intial meeting was on August 5, 2021 where it was determined our roof had hail damage and for me to file a claim with my insurance company. August 12, 2021 an inspector and Ohm employee inspected my roof together and an insurance claim was denied at that time claiming discrepancies in what OHM had told the inspector versus what he was telling me. A second inspector was sent August 23, 2021 and at that time the roof was inspected again with OHM and an insurance claim estimate was approved. No contact was made by OHM Restoration until January 27, 2022 when employee got in contact to have the insurance adjustors estimate emailed to him again. January 28, 2022 the first check was scheduled to be picked up and work order was to be completed by OHM Restoration and provided to me by email. I recieved no contact from OHM Restoration until April 15, 2022 when employee informed me final payment would come directly from my insurance company to OHM Restoration. May 1 , 2022 I still had not received the work order from OHM Restoration as promised and no receipt was provided for my payment made January 28, 2022. May 17, 2022 I received a printed copy of the work order totaling $9207.10 that was dropped off at my home by OHM after told failed email. At that time I was was told they were just waiting on a date to complete the job. June 1, 2022 I finally received a June 8 , 2022 date for work on my roof to be started and finished the same day. June 8 , 2022 shingles were delivered however no crew or OHM showed up. Then I was provided with June 13 , 2022 for all work to be started and finished that day. June 13, 2022 the crew showed up 2 hours prior to OHM and upon employees arrival he discovered not all shingles needed for the job were delivered. June 14, 2022 more shingles were delivered to my house. June 15, 2022 OHM employee and the crew all arrived to what I believed to be the starting and finishing date for my roof to be completed. Then OHM employee informed me they had to run and pick up decking boards but with the amount of damage all decking cost would be sent and paid by insurance. The job was not completed and that's the last time I have seen OHM employee. Materials and a mess were left for me to handle. August 29, 2022 I was told OHM Restoration would get my insurance company and myself on a three way call that never happened. August 31, 2022 I attempted to check in and find out what was going on and couldn't get any information except everything had been sent to my insurance company. September 26, 2022 I received an email stating the insurance was requesting additional photos and details from OHM Restoration and had no success and our file would be closed if no contact within the next 15 days. Email was forwarded to OHM employee and I was informed the supervisor was on it. September 26, 2022 is the final contact with any OHM employee that I have gotten. December 8, 2022 I received a final payment notice from OHM Restoration informing me of a collection threat for a total of $11,856.01. I have already paid a total of $9,207.10 bringing my total costs to $21,063.11 for an uncompleted job. At this time I am prepared to move forward with fraud charges against OHM Restoration and secure a lawyer.

  

  Business response

  03/22/2023

  Business Response /* (1000, 7, 2023/02/21) */ Our sales reps only suggest filing an insurance claim if there is actual damage on the homeowner's roof and denials on first time claims are common. We often have to submit for a reinspection after the first claim denial. Once it is approved, we move forward with the claim process and completing the work per the scope the insurance provides us. Our typical process is to sign the contract within 30 days of the approval of the claim, however this initial rep was just out of training and did not loop the office or his supervisor into the claim and that step was missed. It is also typical standard for us to provide a signed copy of the contract to the homeowner at the time of signing so that everyone is on the same page about the work being completed by our team. We do not typically provide receipts for payments right away as it opens us up to liability if a check happens to not go through. However we do offer updated invoices once the payment does clear, which is usually within 4-5 business days. This is handled by the office as they handle the payment processing directly, but were not informed of this request to complete the request per the customer. Most construction companies, especially exterior construction and restoration, cannot give specific installation dates or completed work dates as there are too many variables with materials and inclement weather to contend with. Due to the length of the project falling outside of the usual timeline, the representative did give a timeline that we advise against as it is hard to stick to. It is uncommon for all materials to not be delivered at once, but it does happen which is why we do not guarantee completion dates to homeowners to avoid frustration if there are unforeseen circumstances. The decking board issue is outlined in our contract, stating that the homeowner is typically responsible for the cost of replacing decking should their insurance company not approve that additional payment request. This instance was not the usual process, as we did not have documentation of the boards that were not used and therefore could not bill the insurance company or the homeowner correctly. We have contacted the homeowner and are resolving the billing adjustment issues, as well as addressing the issues with a lack of communication through that office. Moving forward, we have streamlined the documentation and invoicing process to go through our central office to ensure that every project is following the best practices we follow across all of the other locations to avoid these issues in the future.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a wood stove flame out and caught the ceiling on fire. Most of the damage was to paint, melted ceiling fans and smoke, along with the ceiling over the stove. ohm came to me, said not to settle with the insurance company, and did get a bid of about 70,000.00 to completely repair the interior of the home. This was in Oct of 2020. I went to ohm in August of this year, and wanted to see the owner, since the only thing done to the house had been the walls torn out in the front 4 rooms, including the electrical outlets, and new dry wall put up and tapped but nothing else. Since I could not see the owner, who was conducting, interviews, I informed ***** ******, the office manager I would seek the advise of an attorney for a possible law suit and criminal charges since ohm had received all but XXXXX in advance payment. The next day I got a text from a ****, who asked if they could finish the house. My attorney advised me not to talk with them until he looked into it. **** then texted me and asked who was going to contact him, I told him my attorney. He than said his attorney said to send me an invoice for the work done (that was already paid for in advance), then when I told **** on advise of the attorney, just to finish the house since I didn't want to have a long drawn out court case. **** then said ohm would not finish the house, but, has not returned any invoices, monies already paid, or even contacted me. This claim and contract is now over 2 years old, I had to get a hotel room for the week and a half I was in Springfield, at a cost of over 1000 dollars. My son has been living in the house (garage since the house is not habitable) while I was in **********, where I am now, as I have been being treated for cancer at **** ***** Medical Center. I find it very unprofessional to never contact me, let me know what's going on, etc. for over 2 years. I had to initate contact. My address in ********** is **** ********* *** ********* XXXXX

  

  Business response

  03/17/2023

  Business Response /* (1000, 5, 2022/12/19) */ Our Office Manager ***** ******) began her interaction with this customer by being the liaison between *** ****** and his mortgage company, ********* She was attempting to straighten out the money in the escrow account for his property so we could get the adequate deposit needed to begin the work. This was in June of 2021. After some back and forth with the documentation, we got everything submitted to the mortgage company and they were able to disperse a payment for the materials to get started. Trying to work through the finances of this particular job proved to be tricky when some of the insurance payment went missing from the homeowner's account and we could not begin without the downpayment for materials. We walked through different financing options, and landed on one that worked out for everyone so we could continue going forward with this project. After several months of attempts to schedule a contractor to go to the property, we were finally able to nail down a schedule. Around July of 2022, we got a contractor to go out to the property and do a walk through to survey the damage so they could help us submit an estimate for the work to the insurance for any additional things that may be needed. Since the damage was mostly interior, we could not get started if we did not have access to the inside of the house. The Office Manager would occasionally ask *** ****** if there were any updates and try to facilitate the scheduling of the contractors to the best of her ability, but was often having trouble contacting both ***, as he lived out of state, and his son, who was living in the property at the time the project was going on. Our General Manager's (**** ******* first communication with *** ****** was a text message sent to him asking for him to talk directly with him regarding his project on September 19th, 2022. When he spoke with *** ****** the only complaint he had was that the project was not completed yet. This complaint was after *** ******'s son kicked the contractor off of the project. *** ****** said his son was not in the right state of mind and to ignore him if he says anything else. After feeling like he was put in a hostile situation, our contractor did not feel comfortable staying on the job site without *** present. After discussing solutions, we all came to the conclusion that we would bill for the work completed and let *** ****** complete the work with a different team. A final bill was sent to the homeowner. During this process *** ****** said he hired an attorney. Our General Manager had asked multiple times for his attorney's information or for his attorney to call me to no avail. After asking for his attorney's information several times, *** ****** stated he was no longer working with an attorney. The last communication between *** ****** and our General Manager was early November 2022 when he told *** we would be sending a final invoice for the work completed. He responded by asking for his money back to hire a contractor to finish the work and that he has direct contact with someone for the job. The last involvement the Office Manager had with this customer's property was in November of 2022 when she was delivering the final invoice after we were notified that we were just going to bill him for the work that was completed and let him find a different contractor for the remainder. At our calculations, there was a small balance owed when everything was submitted that we needed. This job was delayed primarily because of the circumstances around trouble contacting the homeowner, the mortgage company's requirements, and the scope of the project at hand.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a salesman from OHM come to my door after a major hailstorm (like many of my neighbors had). He was "so excited to make my house look brand new again." He assured me that he talks to insurance companies "all the time" and that going with him would be beneficial to me, rather than competitors. Especially because with his keen eye and extensive experience he's found multiple things that would bring the expense down of updating my house. Now, my house isn't relatively old, and my roof is only 5 years old. But to update our siding with new materials and colors had us sold! He agreed with us on style and colors! Also, We found more damage done by hail, on the siding, in areas that the insurance adjuster hadn't noticed and (he) was certain the colors of a 25 year old siding couldn't be matched. So, with that, the insurance company would pay for a new exterior of the whole house! That was until a contract was signed. 5-6-22 5:06 pm Homeowners selected siding style and colors 5-6-22 5:07 pm Salesman texted back "absolutely" 5-13-22 Signed 1st contract 6-1-22 2:50 pm Salesman: "the siding guy more than likely is going to be able to match the siding" meaning: no new colors or styles 6-2-22 6:52 pm Wrote a new contract minus the siding (because we want to update the style and colors in the future. With or without the assistance of the insurance claim). Salesman: "let's get this (NEW) contract signed and a check wrote so I can be put on the (busy) schedule. It's going to take about 45 days before construction." We tell the salesman, the same day, that we were not happy with how things turned out and we would not sign the contract. We felt lied to and manipulated. I called the insurance agency and they let me know that they never spoke to OHM about amending my claim. The salesman took many pictures for the insurance company that were never sent. He lied! Now OHM wants $2,841.04 for cancellation fees! Or a lien, Not even scheduled

  

  Business response

  10/10/2022

  Business Response /* (1000, 5, 2022/08/09) */ On 4-22-2022 I completed an inspection for the *****'s. We signed a contingency contract that ohm restoration would complete the repairs approved by the insurance carrier. I met with the adjuster about a week later to review the damages. The insurance adjuster mentioned to me that if we could not match the siding to let him know with proper evidence of trying to match the siding and that the insurance would have to cover the entire siding of the home. I let the *****'s know that if we could not match the siding then the entire siding would have to be replaced but there were no promises or guarantees of that. On 5-6-2022 we signed a contract to replace the roof, gutters, and siding that the insurance approved. I went out to the home on 5-13-2022 to go over some missed damaged items that the adjuster missed as well as to do a full fence replacement estimate. I sent the pictures of the missed items to the shelter insurance adjuster for review. On 5-24-2022 I went to the home again to attempt to match the damaged siding, took pictures, and sent them in to our siding installer. On 6-1-2022 I received a message from our siding installer stating that the siding could be matched. In turn I messaged the Allen's informing them that the siding was able to be matched. The *****'s informed me that they would do the siding themselves. I let them know that we have a signed contract in place and that I could write a new contract that doesn't include the siding. They said okay that sounds fine. I returned to the home on 6-2-2022 to have them sign the new contract and to collect the insurance check. Upon my arrival *** ***** said that he wasn't very happy about not getting the entire siding replaced through the insurance company and I explained that I did the very best that I could to get everything replaced that was damaged and explained again that there were no promises or guarantees of the entire siding being supplemented. I explained that we cannot just tell the insurance company that it cannot be matched. That we have to have photographic evidence and do the right thing by at least attempting to match it. So he proceeds to call his friend from roof for less and trys to get him to intimidate me over the phone. I informed the *****'s as well as their friend from roof for less that was on speaker phone of the high quality products, high quality craftsmanship, as well as our warranty that we provide on all projects that we complete. They all seemed to calm down after that and we talked for a bit in the front yard. *** told me that he had to think this over and would get back with me. *** texted me a week later to inform me that he wasn't signing the contract and was not paying any cancellation fees. This customers complaint is extremely misleading and dishonest. Right in line with how he treated us. Bottom line is he wanted to pocket money from the insurance claim. We don't participate in insurance fraud. He is violating a legal contract and is responsible for the terms of violating that contract. Consumer Response /* (3000, 7, 2022/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) OHM taught me a valuable lesson. NEVER TRUST A SALESMAN! I just didn't know the price of that lesson would cost so much. $2,841.04 for not honoring a 8 page contract with fine print that I signed on from their small tablet. OHM misled me on the things the insurance company would pay for. ****** ******* took pictures for the insurance company to adjust my claim, Shelter Insurance confirmed that no such follow up occurred. I feel like a fool, I'm an unemployed father of two. I thought something great could come from this storm damage, because the salesman told me my house would look like new again. but it's left me filled with anxiety and frustration. OHM says they are taking me to court or will put a lien on my house, for what I feel was a free estimate with a signature, because I wasn't placed on their schedule and materials weren't ordered. OHM is trying to intimidate me saying, I'm violating insurance laws. But I've sat down with my insurance company they proved more lies were told by the salesman. A new contract was wrote that I didn't sign. I will not pay their 20% cancellation fee. I have proof of their wrong-doings. If they wish to see me in court, I'll be there.

*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. ↩