ComplaintsforRoofing For Troops, LLC

• Initial Complaint

  09/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Beware of Roofing for Troops. I signed a contingency agreement with them a few months ago to have my roof repaired, with the understanding from our sales rep that they would handle the insurance claim. The rep was very communicative at first but was later let go from the company, and after that, we never heard from Roofing for Troops again. We eventually received approval from our insurance for the roof repair, but since Roofing for Troops had completely ghosted us, we decided to hire another company. Now, out of nowhere, I’ve received a letter from a collection agency claiming I owe Roofing for Troops $6,700. They’ve provided no explanation or justification for this amount, and they haven’t done any work. It’s ridiculous that they would try to charge us this much after disappearing.

  Business response

  10/07/2024

  Thank you for bringing your concerns to our attention. We sincerely regret the frustration you’ve experienced and appreciate the opportunity to clarify the situation regarding your project with Roofing for Troops.
  

  We want to contest the claim that we "ghosted" you. After our initial engagement, we encountered challenges with your insurance claim. While it’s true that your original claim was denied on May 30, 2024, Roofing for Troops took proactive steps to advocate for you, including a second inspection, various communications with your multiple insurance adjusters and multiple trips to your property to perform work that ensured you would get a full approval from your insurance company..
  

  Our records indicate that after the denial, we submitted a full replacement estimate and conducted extensive work on your behalf, including:

  - Attending a second meeting with the insurance adjuster
  - Pulling measurement reports and submitting detailed photo documentation
  - Removing a current shingle from your roof to allow your insurance company to send it to a lab for determination if the shingle was available to be purchased for a small repair.
  - Purchasing a bundle of the shingles identified on the lab report from a local supplier and placing those shingles on your roof, documenting a simulated repair to demonstrate matchability requirements and compliance to Ohio law.  This last step took place on 7/18/24.
  

  These efforts culminated in the insurance company approving your full roof replacement on July 26, 2024 and alerting us to it on 7/29/24. Following this approval notification, we attempted to contact you multiple times (on July 29, August 13, August 14, August 20, August 25, August 31, September 3, and September 9) to discuss the next steps, but unfortunately, we did not receive any responses or returned calls.

  As outlined in the contingency agreement you signed, our company is entitled to recover costs associated with our efforts should you choose to proceed with another contractor. This includes the time and materials we invested in your project.
  

  We understand that this situation is complicated and frustrating, and we are committed to finding a resolution that works for both parties. I would appreciate the opportunity to discuss this matter further. Please reach out to me directly at ###-###-#### or joe@roofsfortroops.life so we can address your concerns.
  

  Roofing for Troops is a mission based small business. We bring awareness to the sacrifice made by so many who served our nation and use our talent to work with those who value hard work, service, and good character; so that we can improve the lives of residential and commercial property owners in our communities.
  

  Thank you for your understanding, and I hope to hear from you soon.
  

  Best regards,
  

  Joe H******
  Roofing for Troops
  ###-###-#### cell

  
  

  Business response

  10/07/2024

  Attached Service Agreement signed by client, Insurance Denial Letter & Final Revised Approved Scope of Work from Insurance company, and our estimate provided to insurance and their approval email to us.

• Initial Complaint

  05/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In February 2024 representative of the company came to our door soliciting to provide a new roof while working with my insurance company and costing me only my deductible. The sales spiel included that they were veteran owned, made a $100 donation to a Veteran's charity for every roof they replace and making a $250 rebate to the veteran after the project was completed. The trucks the drove supported the Red White and Blue. We ultimately signed up and had our roof replaced and new gutters. The work was completed satisfactorily. The problem started when they suddenly came to the house wanting a check for over $16,000 (insurance proceeds plus my deductible). I wanted a receipt. They promised an immediate e-mail.Finally after several weeks of repeated phone calls I received a brief e-mail as receipt. To date and despite additional calls, I have not received the promised rebate "All Veterans Receive a $250 Rebate After Project Completion" nor evidence of any contribution "we donate $100" both as stated in their handout material. I went with this company because I believed that they supported veterans and were thus honorable people. I am a veteran and served honorably, this company has no honor and I believe they use this reference as only a sales tool.

  Business response

  05/16/2024

  *** *****,
  
  This is in response to BBB********.
  
  Thank you for your inquiry. Roofing for Troops is an honorable company that has donated thousands to veterans causes. It is veteran owned and has employed many veterans. Rest assured that when we say that veterans have been supported that this is true.
  
  The main job of complete roof replacement in question was performed satisfactorily. More than satisfactorily. The job was received on 02/15/24 and the roof completed on 2/22/24.  A seven-day turnaround is very good in this industry. And obviously good communication had to have occurred for such a rapid response to have happened. 
  
  The customer also had a gutter project that was received on 2/21/24 and that was completed again satisfactorily on 3/7/24.  A 13-day turnaround time.
  
  In addition to the gutter roof and gutter replacement, we were contracted for a small soffit repair on 2/21/24.  We spoke to the customer on 3/11/24 about scheduling this small project and we completed that project 3/15/24.  The customer’s assumption was that when we repaired the gutters that we also completed this small project at the same time. However, we have a separate contractor that performs this function and wanted to complete the gutter project first as this is the appropriate way to approach this issue. 
  
  We received the final payment for these projects after all work was completed on 3/19/24. 
  
  Apparently, the issue in question was an alleged miscommunication concerning the customer paying for the completed work and receiving a specific receipt. We have likewise provided that. The customer has been remitted his rebate as due which is paid after all payments from the customer are paid. Also, all promised donations are always made and have been made.
  
  The specific donation on this project was made to US Army Veteran ***** ****** to help her get through a difficult time and she even reached out wanting to personally thank those that helped her (see attached).
  
  We realize that people often have lived in their homes for a long time and they are very anxious on every detail. And while we understand that different customers may have more communication needs than average this is not always readily apparent. Several people communicated with the customer on this job. The job was finished professionally and in a very short time. All promises were kept by Roofing for Troops. 
  

  Business response

  06/10/2024

  
  This is in response to BBB********.
  
  Thank you for your inquiry. Roofing for Troops is an honorable company that has donated thousands to veterans causes. It is veteran owned and has employed many veterans. Rest assured that when we say that veterans have been supported that this is true.
  
  The main job of complete roof replacement in question was performed satisfactorily. More than satisfactorily. The job was received on 02/15/24 and the roof completed on 2/22/24.  A seven-day turnaround is very good in this industry. And obviously good communication had to have occurred for such a rapid response to have happened. 
  
  The customer also had a gutter project that was received on 2/21/24 and that was completed again satisfactorily on 3/7/24.  A 13-day turnaround time.
  
  In addition to the gutter roof and gutter replacement, we were contracted for a small soffit repair on 2/21/24.  We spoke to the customer on 3/11/24 about scheduling this small project and we completed that project 3/15/24.  The customer’s assumption was that when we repaired the gutters that we also completed this small project at the same time. However, we have a separate contractor that performs this function and wanted to complete the gutter project first as this is the appropriate way to approach this issue. 
  
  We received the final payment for these projects after all work was completed on 3/19/24. 
  
  Apparently, the issue in question was an alleged miscommunication concerning the customer paying for the completed work and receiving a specific receipt. We have likewise provided that. The customer has been remitted his rebate as due which is paid after all payments from the customer are paid. Also, all promised donations are always made and have been made.
  
  The specific donation on this project was made to US Army Veteran ***** ****** to help her get through a difficult time and she even reached out wanting to personally thank those that helped her (see attached).
  
  We realize that people often have lived in their homes for a long time and they are very anxious on every detail. And while we understand that different customers may have more communication needs than average this is not always readily apparent. Several people communicated with the customer on this job. The job was finished professionally and in a very short time. All promises were kept by Roofing for Troops. 
  
  ^^ Original Response
  
  Additional Information after meeting the customer on 5/16/24 at 4:30pm
  
  I met with the client to discuss his filed BBB inquiry. We discussed the communication issues he had with our assigned sales person and he stated emphatically that he is happy with our work. He is even willing to refer clients to us in the future.
  
  We delivered his $250 Veteran rebate check to him along with his workmanship warranty and manufacturers warranty information. We also delivered a thank you letter to him from the local veteran who received a donation from Roofing for Troops that his project helped in providing.
  
  Please let us know if you would like any additional information. I have attached the information given to the client when I met with him. Please see attached.
  
  Thank you,
  
  Steve
  
  --
  Steven B****** | General Manager
  Cell/Text: ###-###-####
  Office: ###-###-####
  
  
  27 Water St #1
  Milford, OH 45150
  
  Roofing, Siding, Insulation, Gutters, Painting, & Storm Damage
  

  
  

  Customer response

  06/11/2024

  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. 
  
  Regards,
  
  **** *********
  

• Initial Complaint

  11/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roofing For Troops I don't have anything good to say about them. Maybe they can tell me where I can get a metal roof replaced for $7,800?! This company, Roofing For Troops, mistakenly tarped our previously undamaged metal roof-that hurricane Ian left undamaged...why they tarped our roof is beyond me! Our home is clearly marked with our address. Then, when they realized that they did it they never bothered to call us so my husband had to fly down the next day when we were told that THERE WAS A TARP ON OUR ROOF $$$(it's a retirement community & everyone has everyone's numbers - including the office). Now Roofing For Troops has blocked me, won't return our calls, and their insurance company #******************* is trying to prorated our roof as if it's a property claim when it's a LIABILITY CLAIM! We can't have over 300 screw holes in our metal roof for very long before it starts to leak. No one is doing what they're legally required to do. ?? The lowest written estimate is for just under $19,000! How is $7,800 going to get our roof replaced? This is our vacation home. We still currently live full time at **** ********** **** ***** *************** ******* *****.

  Business response

  12/07/2022

  Dear BBB,
  
  
  Thank you for your inquiry,
  
  
  While it is unfortunate that *** ****** has said that he has  had a difficult situation after the terrible destruction of Hurricane Ian which affected so many lives and caused so much confusion and devastation, the damage he has received has been properly addressed.
  
  
  His frustration at the confusion which ensued from Hurricane Ian is understandable and Roofing for Troops wishes him well in his endeavors. However, Roofing for Troops did act properly upon the discovery that *** ****** may have had screws erroneously put into his roof and that a protective tarp may have been placed on his roof. Many such events have likely happened by many companies and individuals and first responders in the chaos which followed Hurricane Ian. Roofing for Troops specifically  was expeditiously working in a time sensitive and unusual environment to help as many people as possible in what was often their time of greatest need.  Upon learning that *** ******’s roof may have had screws placed in it from protective tarping that caused damage Roofing for Troops immediately placed a claim with its insurance carrier. As of todays date the insurance carrier has paid a sum which is quite different from the amount that *** ****** claims was paid, and has signed the appropriate papers.  While Roofing for Troops has assisted as necessary this claim was between the insurance carrier and *** ******. without disclosing the sum that has been paid him Roofing for Troops can confidently state that *** ****** did not receive an insufficient settlement. Nor was this a “property claim.” It was a liability claim. And *** ****** has quickly received sufficient funds for a complete roof replacement and not merely a repair. 
  
  
  Thank you for your time and attention.
  
  
  Roofing for Troops

  Joe H******

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