ComplaintsforLegacy Restoration, LLC

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today I received another call from them asking about a prior project with them. The caller mentioned our roof. We have never had them work on our roof, and while we have had roofing work completed (once in about 2019/20 on our old house and once in 2022 in our current home), we never reached out to other companies, as we got a business recommendation from a friend. We have gotten mailings from them in the post, and Ive gotten calls, texts, and emails. Their phone number shows up with a 763 area code despite them being a local Twin Cities area company. I need the contact to stop. We are on the government do not call registry, **** never done business with them, and we definitely have no interest in future business with them after all the recent harassment.

  

  Business response

  09/18/2024

  Good Day!

  After reviewing the details, it is important to clarify that all communications from our side were within acceptable guidelines and that no policy violations occurred. 
  Here are the key points:
  Customer Contact History:
  August 8, 2024  We called and reached an answering machine.
  September 3, 2024  We called and reached an answering machine.
  September 11, 2024  We spoke with the customer, and at that time, they requested to be placed on our Do Not Call (***) list, which we promptly honored.
  Source of Lead and Reason for Contact:
  This lead originated from HomeAdvisor, and we had previously engaged with the customer for a product demo in 2022. Our recent contact was part of a standard follow-up that is aligned with our new retail initiatives to re-engage with past leads and let them know about special offers.
  Adherence to Contact Policies:
  Our team adhered to all contact policies, including respecting the customers request to be added to the *** list immediately upon their request.
  The total number of outreach attempts (three over a span of over a month) was well within reasonable bounds and did not constitute harassment.
  We have not sent any further text or email messages to this customer.

  Thank you!

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Legacy Restoration (LR) to discuss repairs on my home (8/24/23) after a hailstorm occurred (May 2023). I contacted several companies but decided to go with Legacy as they advertised performing repairs for roofing, siding, windows and gutters (lawn signs/business card at that time advertised as such). The timing was also considered as LR rep stated they could get the work completed before we left for vacation in Oct 2023. After I signed contract for roof, siding, windows and gutters services, a field supervisor (**) came out (8/29) to ensure the insurance adjuster captured everything and found that the shed, back door, and some personal property were not included. I was told those pictures would be submitted to my insurance and I would be contacted with results. Roof work was completed (10/7) but not the shed. The ** was sent out again (10/13) to take another round of pictures. I was informed 12/19 windows/shed would not be included with no ETA on when they could finish the job. I requested copies of what was submitted to insurance company and response was incomplete and unclear. When I contacted my insurance company, they stated that information had not been received. My original LR rep stopped responding in February due to a promotion with management. Someone out of state contacted me to repeat everything, reiterated LR would work quickly to resolve and that windows would go up to management. Another rep was assigned in March. I was told outstanding items would be assessed and submitted again. Gutters were completed and I received invoice on 6/11. I followed up on the remaining items. The rep advised on 6/18 the windows were denied by management. Communication stopped after this point. After almost a year, I would like Legacy to fulfill their obligations and to, at minimum, complete the repairs on my shed. I am incurring out of pocket expenses and will not be compensated for my time as a result of the poor management and communication from Legacy.

  

  Business response

  08/01/2024

  After reviewing the project and reaching out to ****** management, we are happy to resolve this with replacing the shed roof.  I believe our Regional Manager, ************************* has reached out and confirmed that this was an acceptable resolution to the issues brought to our attention.  We want all of our customers to have the best possible experience with Legacy Restoration and I thank you for allowing us to make this right.

  Thank you,

  ***********************, ********** *************************************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May 2023, Legacy knocked on our door and said if we open a roof damage claim with our insurance, they would repair our roof. They said all we had to do was open the claim, then they would advocate for us, deal with the insurance adjuster, and repair our roof. In January ****, we noticed bubbling in our ceiling and called Legacy. I was told it was likely an ice dam, and of course, Legacy would take care of everything. 2 Legacy representatives came to look at our roof. They cleared snow off and damaged our siding in multiple places. 3 days after the initial leak, I was told that ice dams were not part of Legacys warranty and that I should file an ice dam claim with my insurance. I was told, If it was a recurring leak, Legacy would cover it, and I was pressured to file an ice dam claim. Legacy had also found insufficient venting, mold, and water damage that wasnt brought up to me, nor the insurance adjuster. I reminded them that the representative that came to inspect the initial leak found staining and evidence of a prior leak. I was told that Legacy had pictures showing that the stains were there prior to Legacy replacing my roof. Im sure the damage wasnt there before our roof was redone. I was then offered that Legacy would pay a portion of the cost for repairs. I sent Legacy a timeline Sunday (1/28/24) night, and asked to receive all pictures of the mold and water damage to my house. After no reply, I texted my contact asking if my email was received and again asking for the pictures of the mold and water damage. I was told on 1/29/24, that I was passed to the leadership team and they would contact me. Its 2/1/24, and Ive not been contacted, nor do I have a point-of-contact anymore. I would like Legacy to cover all repairs after they didnt advocate for the original fixes, pressured me into filing an insurance claim that would absolve them of responsibility, and lied to me about having photos of previous damage in my house.

  

  Business response

  02/12/2024

  We've carefully reviewed the concerns presented and take them very seriously. On February 2, **** our team confirmed the issue described as an ice dam and provided details to the customer to help avoid any recurrence. We apologize for any miscommunication of the issue initially and any inconvenience this may have caused the customer. We're in communication with the customer and are committed to working closely with them to find a satisfactory resolution. We appreciate their patience as we work to resolve this matter promptly and professionally and thank them for using BBB to bring the issue to our attention. 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Put the wrong roof on my house. I chose this company based on my insurance agents recommendation because they offered an impact resistant roof that that would lower my insurance rate. Not only did they install the wrong roof that is not impact resistant and different from the roof they had me submit to my *** for approval, they said it would be installed in 3 weeks which actually took 3 months, and the roofers accidentally broke my screen door when throwing the old roofing materials off. Legacy promised they would replace the broken door but never has. Additionally, Legacy put a property lien on my home for not paying them the remaining balance. When Ive spoken with them, and showed them the contract that clearly shows the color, states its impact resistant and theyll repair anything they damage, and the *** approval letter, they yell at me and slam down the phone. My insurance agent says he remembers as if it were yesterday, Legacy stating they installed the impact resistant roof for the price as the non-impact resistant roof and thats why hes referred hundreds of his customers to them. I called the roofing material manufacturer and they confirmed the product on my Legacy contract is impact resistant and the product Legacy installed is not impact resistant. In court Ill be asking the judge to order Legacy to refund my $3000 dollars deposit, remove the property lien, pay for the door they accidentally broke, pay all court costs.

  

  Business response

  01/16/2024

  Legacy Restoration:

   

  After speaking with customer:
  It is clear that we sold her on the ** Duration being impact resistant(there is a significant series of events that I won't get into in this email). We then switched her to HDZ and the team didn't realize we switched her away from impact resistant. The homeowner was still under the belief she was getting impact resistant. that combined with her agency now having the impact resistant program. We will be reroofing this home with Impact resistant shingle. 

  
  On the screen door, the communication stopped on this when the customer didn't understand why we could not repair it and needed to replace it. She understands we are going to take care of it and need to replace it.
  
  
  The homeowner is happy with this game plan. She understands we will be executing on this plan on Thursday when I have key players available to handle it correctly and drive it to the finish line.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Legacy, *************************, said they would replace my roofs on my house and garage and replace the house gutters and window screens at the State Farm estimate. They did do both roofs, but did not replace the gutters or screens and have made no effort to address these items. The State Farm allowance for the roofing was $6494.81 for the house and $3098.25 for the garage. They have filed a construction Lien for $17,412.98, a difference of $7,819.92 without sending me any kind of statement. I am willing to pay them $9593.05 minus $54.60 for no drip edge [their estimate] minus $199.22 for no rain cap [their estimate] and $668.92 for d&r meter mast [their estimate] $8,670.31 after they come back and do additional clean-up [I'm still picking up nails and debris] and replace my leaf filters they removed without replacing them.

  

  Business response

  01/10/2024

  Customer's concern focused on bill concerns which needed further explanation from our team. On January 3, ****, a member of our team met with the customer. We were able to determine that the confusion stemmed from receiving 2 different estimates sent from their insurance company. Now that we have walked through these insurance estimates along with our invoice directly with the customer, he has agreed to pay the final bill. We are providing customer with written notice that we will be removing the lien from his home after the debt is paid. The customer was satisfied with this resolution after our team fully explained. 

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Replaced 2 windows end of May 2023 after being on back order for 8 months.Pulled a permit but failed inspection because they didnt leave photos at the job site. The permit is still open with the city and the mortgage company is supposedly holding payment until they satisfy the inspection violation. Its been 3 months since the failed inspection and havent heard a word. The mortgage company is holding funds in escrow and the mortgage company has tried to get response from Legacy Restorations multiple times and no luck.

  

  Business response

  08/08/2023

  We have contacted the homeowner as well as hung pictures of the install required for the permit inspection and are currently scheduling the inspection to get this closed out.  I thank the homeowner for pointing this out so we could correct.  We will be auditing our open permits to make sure this is a one-off issue.  

• Initial Complaint

  02/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid ********* dollars in advance to get my roof replaced. This includes the deductible ******* as my insurance deductible on 9/28/22. There is ********* left to be paid for the work. The roof was replaced October 17,18,&19 2022. After much back and forth with the business, I finally sent this text message to the Salesperaon Supervisor, *****:I'm following up to see when you will be here look at the roof issues. I took off work to be here and talk with you today. I have serious concerns about the quality of the workmanship and the service I have received.I hired Legacy Restoration, LLC to replace my roof and now have damage to my siding and driveway. We started this project in mid-September and I am still trying to get my exterior back in order. At this point I have released more money than I should have because I believed that you would follow through and make things right.I acknowledge there were a few cracks that I had filled with the appropriate product prior to the damage your vehicles caused. You personally stopped by and looked at my driveway and said it looked 10 times worse than the before pictures.The persons you had to clean up the mess left behind did an extremely poor job. My neighbor and I spent additional time in our yards cleaning what he blew around with the leaf blower. He blew the debris off my deck right onto my pool cover. I won't know if there is any damage to that until I open the pool next year.At this point, I feel that I need to file a complaint with the Better Business Bureau. I will be doing that today. I will not be releasing any additional funds until the work is done to my satisfaction and the damages caused by Legacy Restoration, LLC have been completed. Those repairs include fixing the roof to my satisfaction, replacing the driveway and damaged siding, all on Legacy Restorations dime.

  

  Business response

  02/03/2023

  This is for the legacy Roofing in ****.  I called the business and they have the salesman that works there.  That the complaint was against. 

  

  Business response

  02/27/2023

  Legacy Restoration, LLC has worked through the construction punch list items with customer, those issues are resolved. There is a pending item on settlement agreement, which Legacy has provided the customer and was in line was all requests. The settlement agreement has not been fully executed by customer.

   

  We appreciate the process with the customer in resolving this issue.

   

  Thanks for using the BBB to resolve this matter.

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We've hired Legacy Restoration to repair our roof and gutters after a major hailstorm in 2022. This company was referred to us by a family relative, won our business, and "encouraged" us to put down the entire first payment we received from the ****************** The main selling points were:- excellent BBB status - multiple awards for customer service - salesman was married to a relative of the reference and said we can trust him based on his appropriation on our culture based on his wife's and our race.During the first roof replacement, we had an issue with one part of the roof not meeting our standards. We gave Legacy Restoration a soft date of a month to respond but that didn't get us anywhere. Another soft date of two weeks was set and still nothing. This eventually got resolved after I requested money back to hire another contractor to meet our standards, having Legacy Restoration give me a hard date of completion, me calling out the company for missing that date, and escalating the next hard date of completion with their Supervisor. The Supervisor wanted to argue his point until I told him that we've already been given a hard date twice and missing the date would be the 3rd time in a row.Right now we're dealing with the same runaround with the gutter situation. Instead of giving Legacy Restoration another soft date of two weeks, I've restored to filling out a BBB complaint.When airing my issue, I was told that their behavior was abnormal and was due to the historic roofing claims this year. However, Legacy Restoration is a multi-state company with a call center. For an organization to be that big and not have the ability to communicate delays to a customer is ********************************* boasts their reputation as a sales point, but I'm not seeing or experiencing their Award-Winning Exterior Home Remodeling in 2021 or their BBB Torch award for Ethics in 2022. Complaining on BBB has shown to resolve ANY issue with this company in previous complaints.

  

  Business response

  10/26/2022

  We have been in dialog with this customer and have a plan in place for resolution.

   

  I will respond directly to the complaint as we work to finalize the solution.

   

  Customer response

  11/01/2022

   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.

  You can cancel this complaint. The issue was resolved to our satisfaction on 10/27/2022.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 6/14/22 we met w/********************* @ our home address & signed a contract w/Legacy Restoration LLC located @ ****************************************************************************************. The total contract price was $19656.02. Add $2500.00 for our homeowners deductible for a TOTAL CONTRACT PRICE of $22156.02. The work to be performed: roof, some fascia & some gutters. Our insurance company (Allstate) gave us a total of $24213.30. When we rec'd our final bill, we found that Legacy altered the cost of repairs to benefit themselves from the original contract price. The difference of $2057.28. This dollar difference is our money NOT Legacy Restoration. We want our money back! Legacy is not a reputable company if this is the way they do business with their clients. Besides altering the cost of repairs, it took approximately 2 months from the time our roof was completed to complete the remaining work. During this time we tried numerous times calling different people @ Legacy to find out when the work would be completed. We would get a different person each time w/o a call back. When addressing this to ******************* *************), who collected our money as well, he was not aware of any calls from ******* also indicated that 1 of the people that we were trying to reach was no longer employed w/them. This is definitely very poor customer service & just another excuse tactic. We want current & Future customers of Legacy Restoration to BEWARE of this company

  

  Business response

  11/11/2022

  Legacy Restoration, LLC (*********************) has met with the customers and reached a mutually agreed upon resolution.

   

  Thank you for using the BBB to resolve this matter.

   

  Legacy Restoration, LLC

• Initial Complaint

  09/22/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have called the main number to present a complaint about the service or lack of, and still have not heard back. The lack of communication since I "signed my insurance money over", has been very disheartening. Without getting into every detail, this process started in late May. At that point, I did all I had to do to get my insurance to issue a payment. At that time, Legacy was very involved, and did well, boosting my confidence. Once that check got signed over, nothing. Crickets.....I was initially told three weeks. Its obviously late September. My representative is virtually invisible unless I blast him with a message about my anger, and I all i get in return is a message about how we are close. The only attention that I as the customer have felt throughout this was how they were needing another signature in order to cash/verify the check of nearly 30k. I still have no idea if Legacy is going to come, when they will come, what is being done, how its being done. A lot of extra projects were discussed during our "color meeting". I was promised an email with price breakdowns to the dollar. This never happened. I sought this numerous times by my representative, at one point he stopped by and pencil whipped a bunch of "crap", sorry that's what it was. I complained with a threat upon returning from a trip that he was well aware of, and he sent me a text with a numbers breakdown, mind you, about 2 1/2 months later with numbers, but still no context or professional labels or anything. Seems like I' being scammed and I really want out of this. After over three months without any action other than Legacy taking my check and the only attention there within has been your representative making sure the check was good (including three home visits, haven' seen him since) to say that I' appalled is not enough. I am really upset and need some remedy or a way out of this. I have never met an organization this unprofessional in my life.

  

  Business response

  10/06/2022

  Legacy Restoration has reached a mutually agreed upon next step with *************************

   

  Thank you for using the BBB to resolved this matter.

  Legacy Restoration, LLC

*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. ↩