Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 9, 2025, ****** issued me an invoice for a fully refundable $500 deposit to install a tarp on my roof after a roofing contractor inspected it for damage. That same day, ****** installed the tarp and secured it with sandbags.On June 10, 2025, a Tower Hill inspector assessed the roof. ****** was present with the roofing contractor to point out shingle damage. The tarp remained on the roof but was briefly lifted for a full inspection. No interior water damage was found.On June 26, 2025, I informed ****** that an appraiser would be visiting for a mortgage refinance and requested the tarp and sandbags be temporarily removed and reinstalled. ****** said this would be a separate service not covered by insurance but agreed to apply the $500 deposit toward the cost. I initially agreed.However, on June 30, 2025, I emailed ****** that we no longer needed the tarp reinstalledonly permanently removed. That same day, the tarp and sandbags were removed.On July 7, 2025, I emailed ****** requesting a refund of the $500 deposit, as ********** had paid his invoice in full for $3,650.59. ****** replied that he submitted a new invoice to ********** for the removal and reinstallation (which was never done) and said he would refund only $250, claiming the rest covered labor for the final removalsomething never disclosed in our agreement.Also on July 7, I filed a dispute with ****************, providing documentation that the $500 deposit was fully refundable once the insurance claim was paid. **************** confirmed the claim was valid.On July 8, 2025, ********** informed me that ****** submitted a second invoice for $5,446.44, which included charges for "Emergency Tarp Service"already paid in the first invoice. This appears to be a duplicate charge. I have video proof showing the tarp was installed once and removed once. I believe this second invoice is an attempt to manipulate the insurance company and may be retaliatory.

  Business Response

  Date: 07/09/2025

  Hello.

  I feel this is just a misunderstanding. Most of what Mr. ***** said is correct. However, on June 10th, the tarp was fully removed for the insurance adjuster inspection, as shown in the time and date stamped photos. These photos are taken in an app called Company Cam, so the dates and times can not be manipulated. A crew of three men spent almost two hours on the ******* roof. The fact that we were asked to do this with less than 24 hours notice makes it an "emergency service call" as they have to be fit into our schedule. That is a code used in Xactimate simply for our service call, not something we made up to charge more. 

  Mr. ******* insurance company did pay the first invoice and we submitted the second for the removal and replacement for the adjuster inspection, both billable to insurance, had that been the only services we had done for the ******* his deposit would have been returned immediately upon insurance payout. The ******* needed the tarps permanently removed for a mortgage lender to inspect the roof, which is not billable to insurance. This service is easily worth a minimum of four times what we charged the *******, as shown in the Xactimate estimate and that's not the retail price of the service. They were charged $250.00, of their deposit, simply to pay for labor only, there was no mark up or profit made. 

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23572526
  
  Please be assured this is not a misunderstanding. I am rejecting this response based on clear evidence that ****** ******* has repeatedly misrepresented the facts to **************************************, and myself.
  
  
  On June 4, 2025, I entered into an agreement with Service Pro Roofing, who referred me to Emergency Tarps On Time LLC. The contract, although unsigned, outlines the service arrangement. (See attachment.)
  
  
  On June 5, 2025 at 12:41 PM, Service Pro Roofing representative ****** Pink texted me confirming their team would tarp the property that day. I responded, notifying ****** that I was at the airport and would be out of town through the weekend.
  
  
  On June 7, 2025 at 7:02 PM, ****** MaestreWarrens business partnertexted me introducing himself. In that message, ****** confirmed he was aware of my travel schedule and acknowledged the insurance adjuster from ********** would arrive Tuesday, June 10, 2025. Despite this timeline, ****** falsely stated to the BBB that he was given less than 24 hours notice, attempting to justify charging for an "emergency service." This is misleading, as he had clearly been informed of the schedule more than 48 hours in advance. The attached PDF with text exchanges substantiates this.
  
  
  ****** and his team installed the tarp and sandbags on June 9, 2025, as part of the original insurance claim. He returned on June 10, ***************************************************************************** fact, ******* own images show the tarp remained on the roof, with sandbags clustered together, lifted only temporarily to reveal the damage. Surveillance footage further confirms that the tarps and sandbags were never removed from the property, making his invoice for removal and reinstallation deceptive.
  
  ****** later claimed the tarp needed to be removed for a mortgage lenders inspection. While the need for removal was valid, the work conducted on June 30, 2025 should have fallen under the original claim. I explicitly told him that reinstallation was no longer necessary, as our roofing and solar contractors were scheduled to begin their work. Charging a separate $250 labor fee for this removalespecially when the tarp belonged to himis not just excessive but a clear attempt to manipulate the situation for personal gain.
  
  The timing of his invoiceJuly 9, 2025, the same day as his BBB responseappears suspicious and calculated. Furthermore, although I originally agreed to a $500 charge for removal and reinstallation if needed, my written communication clarified that reinstallation would not be required. Yet ****** withheld $250 from my fully refundable deposit, only responding after I requested a refund. This conduct reflects a disturbing pattern of unethical and deceptive practices.
  
  No agreementwritten or verbalever indicated that any portion of my deposit would be withheld under these circumstances. ******* behavior and the timing of his communications reinforce an apparent intent to exploit clients. Moreover, his response to this BBB complaint is likely to serve as additional evidence of unethical and deceptive practices, not just here but in complaints filed with other regulatory agencies investigating similar conduct. This pattern of behavior demands deeper scrutiny and accountability.
  
  
  Sincerely,
  
  *********** *****

  Business Response

  Date: 07/17/2025

  Xactimate (the document where the emergency service callcode) is a software program widely used in the insurance and property restoration industries for estimating construction costs, particularly for repairs and reconstruction following damage. It helps professionals in these fields to create detailed cost estimates for projects, especially those related to insurance claims and property damage. 
  The code is merely what is entered in to get payment for our service calls, as almost all our services are considered emergent.
  

  In reference to the claim that ****** Pink and I are business partners, Service Pro Roofing and Emergency Tarps on Time, are not affiliated. ****** Pink simply researched mitigation companies and found the name of my business.
  

  Im attaching our email to *********** as it was clearly sent on the 7th.
  

  As far as the phone call to Mr. ****** I had conferenced in my operations manager, ******** ****** who was witness to myself telling ******** that we could not bill insurance for that service, however, help him out on the cost and charged him merely the amount of labor I paid to the two crew members.
  

  Unless a roof is damaged in its entirety, tarps arent taken completely down. Sandbags and any other fasteners are removed, and the tarp is moved to an undamaged section of the roof, allowing the insurance adjuster to see the damaged areas. *********** or any other insurance company, isnt likely to pay a claim without the tarps being moved for them to adequately see any and all damages. Mr. ****** claim is being paid. Taking the tarps, sandbags, ropes and other materials completely off of a home when the entire roof isnt damaged, is unnecessary.
  

  Furthermore, it would be illegal and immoral to charge an insurance company for the final removal of the tarps, for the purpose of an inspection for a mortgage refinance (which is what I was informed verbally, on a conference call with the operations manager and Mr. ***********

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23572526
  
  It's unfortunate that ****** seems more interested in strong-arming his clients than actually reading and understanding the complaints filed against him.
  
  Regarding the less-than-24-hour emergency notice: that was in reference to the initial tarp service performed in June, not July. It's clear this detail was either missed or intentionally ignored.
  
  ******, I truly believe you are failing to use common sense in this matter. Yes, my wife and I initially requested the tarps be removed to allow for a home appraisal, with the expectation that they would be reinstalled afterward to prevent water damage. However, once we notified our mortgage company that a tarp was on the roof, they denied our ***** application and advised that no further action could be taken until all construction or repairs were fully completed.
  
  Thats why I sent you an email stating that we no longer needed the tarp reinstalledonly removed. At that point, the roofing company had already scheduled work to begin removing the solar panels and replacing the roof. The tarp was no longer needed or wanted.
  
  You told me that fulfilling my request to remove and not reinstall the tarp would cause me to forfeit my $500 deposit. While I appreciated your gesture to reduce the invoice, lets be clear: deducting $250 from my deposit just to remove your tarp from my roof goes directly against the fully refundable deposit agreement you gave me.
  
  Frankly, ******, I dont know if youve confused my home with another clients or if youre simply not thinking straight. I made it crystal clearboth by phone and in writingthat this was for tarp removal only. So why am I being charged for something I never authorized?
  
  Lastly, ********** paid your second invoice of $3,611.96 on July 14, 2025. That brings your total payout from ********** to $7,262.55 for your company's supplies and labor. Yet youve failed to refund me even the $250let alone the full $500 we agreed upon.
  
  Your team was professional and respectful during the initial process, and we appreciated how you handled things to help us get our claim approved. But in the end, you chose to squeeze us for an extra $500. Thats why I view your business practices as manipulative, retaliatory, and unethical.
  
  Please take the time to actually read my complaint, understand the issue, and take ownershiplike any reputable company that takes pride in how it treats its clients.