ComplaintsforBrightside Restoration

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We called this company for a roof repair and quote. They came to the house and first applied a 2ft area patch to a suspected problem spot which they never asked to do. Then sales lady comes in and says if you sign this I can contact your insurance to have this 100% covered from storm damage. The only thing you will be charged is your deductible. Sounded good, until she leaves and I text her what about the quote. She says she didn't measure anything but if insurance doesn't cover they will give us a quote. As a homeowner we need quotes to determine what would be best financially for our family. I told her before she left that my roof is old and my insurance won't cover this 100% it will be depreciated. She told me she never herd of that. So fast forward about 2 weeks because that's how long the adjuster took to come out and assess the roof. So by this time still no price quote and 3 day cancelation window is gone. Our adjuster gave us a quote and immediately brightside demanded a copy. We called them to ask if they had our quote before we send them anything. We were met with instant hostility and threats of legal action and that they didn't need to give us a quote. There was no reasoning with the GM *****. All they kept repeating is we signed a contingency form and they were entitled to our entire insurance monies for our home repairs. So scared of these threats we turned over the quote which included things outside of the roof repair that our adjuster gave us for. So now after they recieved our quote they come back and said they want our entire insurance $within 3 days and our out if pocket will be $2500 plus our deductible or they will put a lean on our property because their sales lady put a small patch on our roof on day one. We said no. They can bill us for the small patch job but we're not falling for this storm chaser insurance scam. We will contact our legal services today.

  

  Business response

  02/20/2023

  Tell us why here...
     Brightside was referred to the homeowner from a previous happy customer for a water intrusion into the home.  Project Manager was dispatched and met with Amanda on February 1st, 2023.  We are a local company, not a storm chaser; however, we are most certainly experts in storm damage to any aspect of the home.
  
  
     Damage was noted with missing shingles and an obvious water intrusion into the home.  The Project manager explained the agreement which clearly states "Homeowner authorizes Brightside to perform the work and supply the material as agreed upon by and between Brightside and the homeowner's insurance carrier proceeds"; furthermore, customer agrees to use Brightside exclusively.  This is so Brightside doesn't put in the work to file a claim, tarp, meet an adjuster, and help to get their project approved just to be told the homeowner is going with a different company to profit from insurance proceeds.
  
  
     Once the roof had a tarp per customer/insurance request, leaking mitigated, adjuster met, roof approved, and funds were in the process of being released, the customer's significant other notified us that they were having multiple companies give them a quote.
  
  
     We explained multiple times that the insurance estimate is the estimate with every line item that we use.  Agreement stated to provide us with paperwork to ensure there was no missing line items that could hurt the customer.  No hidden fees; the insurance company makes the estimate and we follow it.
  
  
     Customer finally sent the insurance estimate.  Upon review, we noticed missing line items; however, we would be able to credit certain items and perform the work for less than the amount of funds being released.  This means the customer was getting a new roof for less than the amount being released.  Customer was notified, and they decided to break contact and notify BBB as a scare tactic.
  
  
     Brightside not only values the customer, but we value people in general and integrity.  We do not want to do work with anyone that does not want to work with us.  We are willing to cancel contract and not charge for services already performed, provided the customer signs appropriate paperwork and will cease and desist with Brightside.
  
  
  
  
  

  Customer response

  02/26/2023

  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.

   

  Although I don't agree with their side of things I'm happy that they are agreeing to cancel the contract and tarping charges. The owner of the company has called us being super nice and cordial about the situation. If they are wanting anything signed for this cancelation we were urged by our lawyer to forward it to him first. Thank you BBB for helping us. 

*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. ↩