Complaints

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were devastated by Hurricane *** two years ago.. It was so overwhelming and we were desperate to return to normal. BesTex Solutions showed up at my house during a rain storm after the hurricane passed to offer their assistance. They had fancy brochures and a fancy sales rep. So we said go ahead. They put a tarp on my roof and charged my insurance company $7,500 for the tarp. We also hired them for the mitigation process. All that was left standing were studs and rafters. They installed the roof with claims of a great warranty. Six months ago I noticed some of the shingles had fallen off. I contacted them and they dragged their feet but sent their inspector to see the problem. That was three months ago. Now it is raining in my attic. I went into the attic before Christmas to get the decorations and the floor had a puddle of water and the containers were holding water on top of the rubber maid containers. Now there is some type of fungus/mold growing on the ceiling.

  Business response

  01/19/2024

  BesTex completed the roof replacement October of 2021. On our contracts it states that each project has a 2-year workmanship warranty. We made our final repair in October of 2023 when an issue was brought to our attention. As of October 2023, the workmanship warranty has expired and any repairs needed will be at cost.

• Initial Complaint

  02/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/29/2021 my house was destroyed by hurricane ***. Bestex Solutions appeared at my door step like some kind of savior. It was raining the day he arrived and without asking they started putting a tarp on my roof to keep the water from coming in my house any further than what it had already done. I allowed this to go on because after all, I needed the tarp. I didn't ask about how much it was going to cost because I figured how much can a tarp cost. I got the bill and they charged me $7,400 to put a tarp on my roof. I thought this was criminal, however, the insurance paid it. We discussed replacing the roof. I agreed it need to be replaced. Everything was fine. Then he started telling me about mitigation. I didn't know what that was. He explained to me that someone was going to come and take out all the things that were wet. I never signed a contract agreeing to this but I figured it was coming. This company took everything out of my house. They threw away all my light fixtures, all my bathtubs, toilets, doors, window screens, they threw away everything. I had to pay out of my pocket to replace all these things because the insurance company said they were not going to pay for this. After I was down to rafters and studs I got a bill from Bestex for $44,000.00. The insurance didn't pay for any of this. I explained this to the company what damage they had done to my house and I didn't feel as though I should be responsible for this. i spoke to someone named ******* and she said she had talked to her supervisor and they had agreed that instead of the $44,000.00 I could pay $20,000.00 instead and once that was paid the account would be satisfied. Now I am getting bills for $30,000.00. They don't say anything about the agreement we had regarding the $20,000.00. I have contacted a lender and we are prepaired to pay the $20,000.00, not the $30,000.00 they are coming up with now. I just want them to honor what they had agreed on.

  Business response

  02/15/2023

  We have had some communication issues with **** and I have made the point to step in to resolve this issue. Being that the two people she was working with are no longer with our company, (******* and *******) I believe this caused a bulk of the confusion. I reached out to **** this morning and confirmed with her that both her and my numbers are the same. I am very thankful that she has been willing to work with us to close both of her accounts. Our company respects and honors our agreements with our homeowners.   

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired to do a roof, gutter, and soffit repair from tornado damage. Didnt complete the job, but demanding money from insurance. We put a stop payment in with insurance as job is not complete. Supposed to give partial credit, as they installed wrong shingles on shed, supposed to be 50yr same as house. Thats what was quoted, and charged to both us and insurance.

  Business response

  10/17/2022

  The representative that was originally helping the ************* is no longer working on this project. Our office manager has been in communication with *************************** and has provided updates and notified the appropriate parties to complete the pending items. At this point in time, *************************** has been insured that the small section of soffit will be replaced and that a discount will be provided for the shingle mistake. Although we can not change the experience that has taken place with one of our representatives, our office manager is doing all that she can to complete the project and keep the ************* up to date during every step. BesTex takes full responsibility for any and all experiences our homeowners have with our representatives. 

*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. ↩