ComplaintsforMission Restoration

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During around Fall of 2022, Mission Restoration was hired by Palm Court HOA in ********, ** to replace roof (flat) and each homeowner was given option to have Mission replace skylights. We requested our three skylights be replaced and on 1/27/23 we paid Mission Restoration for the purchase and installation of 3 sky lights and was told we had a 1 year warranty. In October of 2023, after a heavy rain we noticed leaking water on the inside of skylights and contacted ****** at Mission, who was the point of contact per our HOA. ****** said he would have someone contact us. We were contacted by ***** of Mission and he came by to look at skylights and advised that they were never sealed and the ** line was reinstalled backwards. I told ***** that I was concerned that about warranty and he assured me that Mission would come back if any issues. ***** advised everything was fixed in Nov 2023 but after a heavy rain in Dec we still had water leaking on inside of skylights. Called ***** but he was no longer with Mission, but arranged for his replacement, Chaz to call me. I spoke with **** and he stated he would have someone come out again to resolve. After numerous attempts to connect with **** as he never came out, I called ******. Was advised by ****** that he was no longer with the company and said to look up Mission's Phone Number in *********** found Mission's ************ and tried calling. No one answers phone. I punched a bunch of numbers and got a message saying to leave a message, which I did but no response. Therefore, filing this complaint in hopes I can get a resolution. With the heavy rain we have been getting, I'm concerned that the longer this goes on we could have structure damage.

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mission Restoration came to my door in March about my roof. I had missing shingles from storm damage. I had had a different roofing company take a look at it a few months prior and they didn't think they could get it replaced via insurance so I was saving up to pay for it out of pocket. Mission/representatives ************************* and ********************* were sure that they could get it replaced for my insurance deductible. Since they came door to door, I was worried it was too good to be true, but they told me to look at their online reviews and BBB rating if I was worried. Even though they were right that those were great, it turns out I was unfortunately right. Initially, everyone was wonderful. Super responsive. Helped me pick out shingles and trim and gave me all the details about what would happen if I needed anything else, like decking. I filled out all the forms, selected the shingles, and was cc'd in to the emails sent to my insurance company by representative *****************. My insurance company emailed back and asked for an ITEL report in April to go forward with replacing my roof (which I've since found out is a somewhat standard practice) and Mission then basically disappeared. I followed up with my representative, ****, about the report and to let him know that another storm knocked a couple more shingles off my roof. He said he would send someone out to my house to collect a shingle sample on May 3. I haven't heard from them since - nobody came to the house, and all calls and texts go unanswered. I called the front desk, which promised me a call back... hasn't happened. Initially in March they estimated work would be done mid-June, which was a few months out, but I understood. Instead, I am heading into monsoon season on my own with a bunch of missing shingles, risking further damage to my house. I'd give them zero stars if it was an option.

  

  Business response

  03/12/2024

  We called the customers directly and got these figured out when they came in. Can you respond to all of these and say if they need any further assistance they can reach the office at **************

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2022 Mission Restoration contracted to do my roof (MR22-2268DEES). They completed the roof however I have a deck roof with aluminum W panels that the crew either stepped on or dropped equipment on. The project manager (NB) assured me they would take care of it to my satisfaction. He told me that he would get in touch with his METAL man to get this done however the metal man was swamped and it would be a couple of weeks before he could get to me. I said that would be fine. (NB) asked me to take pictures so he could get that to his metal man so he could get a jump on things I did. .Mean while (NB) came out a few times and tried caulking a few of the panels to no avail He said we would wait for the metal man. finally the metal man came out multiple times tried caulking, did not work he took the damaged panels out rearranged them to get the major leaks away from my sliding glass door to minimize the leak in that area . He said he thought he would replace the damaged panels. (NB) was my main contact and throughout this whole time he and I were in continuous contact. via text and phone calls all along On or about Feb 16 ******************************************************* turn called Mission and the person I talked to said he would get right on it by getting production mgr. **************************** on it as he gets answers fast . Still have not heard. have a text stream of over 25 texts back and forth fron 7/25/2022 to 3/7/2023. I have been more than patient with Mission on this matter.

  

  Business response

  03/12/2024

  We called the customers directly and got these figured out when they came in. Can you respond to all of these and say if they need any further assistance they can reach the office at **************

• Initial Complaint

  02/27/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 10/21/2022 I signed a contract to reroof all the ridges and south facing roof, damaged from hail storm on 09/15/2023, with Mission Restoration, LLC, ************************************************************************************************** Install/completion date was to be mid to late December 2022. Mid December I called them with no response. After multiple phone calls, voice messages/texts to the Project manager (PM) and front desk finally (1/25/2023) spoke to **** (front desk) who connected me with a different PM, *******************. PM told me that they were waiting on response from my insurance provider because they had submitted more information in order to replace entire roof. After contacting my insurance provider found out that the submitted Information was that of the original south facing roof, therefore no insurance change to roof damage. Tried to update **** but his voice mail box was full and has remained full to date. Did however leave a message with *************************, another PM, in late Feb - since then his mailbox is now full. After leaving multiple messages from Dec through February, no word back. It has now been 4 months since signing contract and 5 months since date of loss. Only 12 months are given in which to complete reroof or additional insurance monies will be forfeited. Therefore, want to have contract cancelled ASAP. Contract: ** ROC #******

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my roof replaced by mission restoration in Jan of 2022. In Aug of 2022 I noticed a piece of priceless art and physical remnants of past family members destroyed due to water damage from the roof leaking, my drywall seam and joint are shown and stained and carpet was soaking wet with a mildew smell. I called my project manager immediately and was assured it would be repaired and find out what to do with the interior. Delay after delay and no responses, 2 month later in Oct 2022 a worker calls last minute saying they are on there way to repair, shows up to sloppy apply coulking material to the roof. I was told again they would find out what to do with the interior. I continue to follow with my project manager who kept deflecting my concerns and for the interior damage and never followed up. I called his HQ to speak to his manager and this point now in Nov 2022, the manager assured it will get resolved and taken care of asap. With monthly follow *** of me calling having to re-explaing the problem everytime the manger seems to care less and knows nothing how to resolve it and I am getting no where. Damage occurred Aug 3, 2022 and it is now Feb 8, 2023 and I have no resolution, no contact from the company. In images the water was dripping from the door frame running to the left of the door frame. There in a nail hole where my art was hanging and damaged. At this time I do not have photo of art work to submit but can if needed. The carpet below on step were soaking wet and to this date still have a mildew smell to it and fear in may now begin to mold.

  

  Business response

  03/12/2024

  We called the customers directly and got these figured out when they came in. Can you respond to all of these and say if they need any further assistance they can reach the office at **************.

• Initial Complaint

  12/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were approached by ******* ******* of the company Mission Restoration to look at damage of our roof from a spring hail storm. He found damage and helped us to file for an insurance claim. On May 25, 2021 we paid Mission Restoration $11,594.66, part insurance money and part our own savings, to put new roofing on our house. The job was scheduled for July but got pushed back to October due to weather. On Octerber 3rd, ******* called me to tell me our solar company could not come out to take our solar panels off so he was going to have to schedule his team to do it. We have not heard from him since. I have tried countless times to call and email ******* *******, Mission Restoration headquarters, and other representatives of the company I found online without response. We would like a refund.

  

  Business response

  04/06/2022

  To whom it may concern,

   

  We have rectified the situation with ***************************. We issued a full refund on 12/6/21 which was then cashed on the clients end on 12/16/21. Please let me know if there is further action needed on this complaint. 

  Customer response

  04/06/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  08/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  THE ***** LIVES RIGHT BEHIND US *** SOLD US A ROOF JOB DONE IN NOVEMBER OF 2020 I HAVE TRIED TO GET AHOLD OF THEM WITH NO ANSWER WITH ALL THE RAIN HERE IN ********* THE SKYLIGHT HAS A ROOF **** THEY NEED TO COME BACK AND REPAIR IF I DONT HEAR FROM THEM IN 1 WEEK I AM GOING TO FILE A COMPLAINT TO ROC THEY NEED TO FIX THE **** THE ***** NUMBERS THEY SHOW YOU CANT GET THROUGH CONTACT US ASAP ************

  

  Business response

  06/06/2022

  Thank you for reaching out. This repair was completed a long time ago.

*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. ↩