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:06/09/2025

  Type:Sales and Advertising 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.

   
  Complaint: 23445913
  
  I am rejecting this response because:

  I wasnt informed by Kruger until after service was completed by way of email which included their invoice. Kruger did not provide documentation to me PRIOR to work. They collected my signature on a iPhone and placed it on paperwork I was never presented with. Otherwise, Id respectfully decline since Monarch National offered and coordinated the service. I was instructed to sign on behalf of *******. Once the invoice was received, I immediately reached out to ******* because they offered this service. Monarch stated Id be responsible should the claim be denied but the claim was in process still. I stated I am not going to pay because ******** representative offered me this service as the insured not once was I informed of any monetary obligations. I was led to believe this is a service available to me. I also have Krugers voicemail where representative states I must be home to sign on BEHALF of Monarch. Again, I wasnt presented with estimate of costs or the work authorization. I see my signature on documents Ive never seen. The worker presented an iPhone with a signature line. This is clearly a scam on Krugers part. Putting my signature on documents that I was never presented with. This issue is aside from the fact Kruger covered my roof drains with tapes causing even more water filtration into my home and damage. I have a flat roof system. You can request the photos from Kruger. Their tarps and sandbags are still available for pickup. Ive attached email correspondence between myself and Monarch after the email from Kruger was received. Again, my point of contact was my home insurance whom ordered this service. 

  Sincerely,
  
  ******** *****

  . Didnt present paperwork to read prior to. I was signing as instructed on behalf of *******. After installation, I received an email from Kruger on May 7th with invoice and a contract with my signature on it. I was never presented with any paperwork prior to otherwise Id question it and call Monarch. I immediately emailed the ******* claims representative. I had a conversation with them and they stated I was responsible for that payment should the claim be denied. I expressed how the claim representative stated it was available to me and coordinated it. He stated the claim is in review still and should the claim be denied Id be responsible. After Monarch field adjuster came to inspect my roof, Kruger was onsite again requesting I sign the phone so they can lift the tarp so adjuster can investigate. Again I had to sign with no paperwork presented. I later received a denial letter from Monarch on May 19th. I received an email from Kruger demanding payment. Kruger has filed a lien.

  

  Business Response

  Date: 06/10/2025

  Dear Ms. *************** you for your message and for taking the time to share your perspective regarding the services provided.
  We understand there may have been some confusion regarding the coordination of the tarp installation. However, we would like to clarify a few important points:
  At no time did you contact our office to request a copy of the work authorization prior to service. Had such a request been made, we would have gladly provided the documentation for your review. Upon arrival, our technician presented the authorization electronically for signature, which is standard procedure, and your signed approval was obtained before work commenced.
  Our records also show that our customer service representative advised youprior to or at the time of servicethat if the insurance claim were denied, you would be financially responsible for the invoice. After being notified of the claim denial, we extended a courtesy discount in an effort to work with you, which was not accepted.
  We understand this may not have been the outcome you anticipated, but our role was to respond promptly to mitigate further damage, as requested through your insurance carrier. We performed the work professionally and in good faith, and a signed agreement was in place.

  
  At this time, the balance remains due.

  

  Business Response

  Date: 06/11/2025

  Hello, We have been advised by our legal council that we are not to communicate through this platform with Mrs. ***** as this is a legal matter. All her concerns/disputes are to be addressed with them directly.

  ******, ***** & ***** **
  *******************************
  **********************
  Phone ************ 

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23445913
  
  I am rejecting this response because:

  Its unfortunate they refuse to accept responsibility for their fraudulent act. I will proceed legally. 

  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair 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.

   
  Complaint: 22991167
  
  I am rejecting this response because:
  Im not satisfied with Kruger response. Kruger some of your responses are not accurate. I did not speak with any one from your company until the day the three men arrived at my home, whom spoke little English and did not disclose any information other than they were instructed to tarp my roof. I communicated my carrier stated that you Kruger your team was to assess roof to determine if a tarp was needed or not and was to inform me if a tarp was needed. The men did not inform me and put the arp on the roof without me knowing. Kruger is deceptive and has not provided accurate information throughout my dealings with you. When I first spoke with a representative of your company ******* about pricing, I was told that my address was put in your portal and the portal determines pricing. Speaking with the claims manager ****** he stated the insurance companies set the price for **** tarping and thats the price they go with. I communicated that I spoke with several licensed **** certified roof/tarp companies that also deal with insurance companies and they stated they are doing the same tarp job for $800 and didnt understand why you are charging me $3,747.21 and thats 4 times more than what the industry standards for my area which is over pricing in other words price gouging and Kruger told me that the companies I consulted with are not reliable with pricing. You said your team proceeded to tarp the affected areas which consisted of 13 shingles and your team put a 1750 sg ft tarp on the roof covering 85% of the roof which appear to be over tarping. The roof/tarp companies I spoke with said you could have done partial tarp to cover the affected areas full tarp was not required.
  
  
  Texas Office of the Attorney General Price Gouging Regulation:
  
  17.46(b) of the Texas Deceptive Trade Practices-Consumer Protection Act provides that it is a false, misleading or deceptive act or practice to take advantage of a disaster declared by the Governor under Chapter 418, Government Code, or the President by:
  Selling or leasing fuel, food, medicine, lodging, building materials, construction tools, or another necessity at an exorbitant or excessive price;
  
  or
  Demanding an exorbitant or excessive price in connection with the sale or lease of fuel, food, medicine, lodging, building materials, construction tools, or another necessity.
  
  
  No sure why you made reference to internet vendors because I didnt, are you not an internet vendor you are on the internet correct.
  
  
  If you are referencing internet material prices:
  $300 for all weather heavy duty black/gray 1750 sg ft tarp
  $3.00 a sand bag 
  $1.50 furring strips
  $60 a hour for labor
  
  
  Send me an itemize invoice showing your breakdown for each item you are billing to provide evidence of how you arrived at $3,747.21 

  Sincerely,
  
  ****** ********

  that were damage which would have been about $300. I also filed a price gouging compliant with the Texas Attorney General's office.

  

  Business Response

  Date: 03/03/2025

  We received an assignment from Progressive on July 9, 2024,regarding roof damage caused by Hurricane *****. The loss description indicated missing shingles, with no further visible damage. On July 10, we spoke with you and scheduled a site visit. Upon arrival, you confirmed there was no interior damage, and our team inspected the roof, identifying several areas with missing shingles.
  Our team proceeded with tarping all affected areas. Since Kruger uses a non-invasive method for tarp installation, we begin by anchoring the tarp over the ridge with wood strips and sandbags, working down the slope to prevent water from running down the slope and penetrating the exposed/affected areas.  We use heavy-duty materials designed to last 6-12 months, in contrast to standard blue tarps.
  Before and after photos of the tarp installation were taken and submitted to your carrier for review and approval. We follow industry-standard protocols and use the standard estimating program required by all carriers. Each adjuster must approve the estimate based on the work provided; otherwise, it may be returned for corrections.
  It is unfortunate that your claim fell under the deductible,which is why Progressive did not cover the bill. We are not engaging in price gouging or over-tarping. As a licensed and insured vendor, we have been vetted by several organizations to be a trusted provider in CAT situations. While we understand your concerns, we are required to follow industry-standard pricing,not prices from internet vendors, which may be competitors providing inaccurate information.
  The invoice remains as issued.
  

  

  Business Response

  Date: 03/07/2025

  I wanted to follow up on the billing matter and provide clarification regarding the communication and charges for the services we provided.
  Our billing letter, which includes both a signed Work Authorization and an itemized invoice, was sent to you on 07/30. On 09/27, we mailed a second letter with invoice to inform you that your insurance carrier had denied payment, as the amount fell under your deductible. Additionally, on 09/30, a member of our team spoke with your wife, and she mentioned that the claim was still being handled by her insurance.
  Over the course of our interactions, you spoke with several members of our team, but at no point did you request a copy of the itemized bill. For your reference, I have attached a copy of the bill to this response.
  To clarify the charges, we billed $1.86 per square foot, which includes the labor, furring strips, rope networking, a heavy-duty 12-mil tarp, and a 60-day warranty and holding adequate insurance coverage. We also applied a steep roof charge due to the 10/12 pitch of your roof, which is considered very steep and requires additional precautions.
  While we are aware that our company has an online presence, we want to emphasize that we do not sell products online. Our website serves the purpose of notifying vendors and potential customers about the emergency ******************** we offer, which are often required by many agencies to work with insurance carriers. We pride ourselves on being a legitimate business that provides immediate assistance during events such as CAT event (Hurricane ***** that we assisted you with), which allowed us to prevent further damage to your home.
  However, after you were informed of your responsibility for the payment, we began receiving a bad review, BBB inquiry and threats regarding our bill. Please understand that we are committed to providing high-quality services and communicating clearly with our customers.
  
  
  

  Customer Answer

  Date: 03/08/2025

   
  Complaint: 22991167
  
  I am rejecting this response because:

  I need to provide additional clarity to the situation. I spoke with your team member ******* several times and requested an itemize statement which she refuse to provide because I would not provide her with an email address, I told her to mail the itemize statement, The invoice is not itemize it gives one total amount of $3,255 for a tarp, labor, furring strips, rope, and sand bags. Im requesting the price you are charging for each of those items. Which you still refusing to provide.  After inquiring about the exorbitant price, and informing your team that no company in my area was charging the price you are charging, the threats started with your team member ******* saying a lien was going to be placed on my home every time I question the much higher price than normal. I didnt make any threats. I informed your team that Im contesting the price and following up with the Texas Attorney General in regard to price gouging and the BBB which I have the right to do. Because you say you take pride in providing quality service don't make it true. You and other companies say this all the time and continue to take advantage of people. 
  
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:10/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

   
  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.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 11/04/2024

  We received an assignment from ******** on 09/27 following the hurricane to install a tarp on the insureds roof. We promptly contacted the insured on the same day, and the tarp installation was scheduled and completed on 09/28. Please refer to the attached photo report, which shows multiple areas with missing or lifted shingles. We covered these damaged sections to prevent further water intrusion in case of additional rain.
  The insured signed all necessary documents and authorized us to proceed with the work. Please note that only the damaged areas were tarped, not the entire roof. Photos attached provide a clear overview of the tarped sections.
  If the insured is seeking a roof inspection, there is a standard "Remove and ************** often conducted by the carrier after the tarp installation, which aids in making coverage decisions. Should the insured prefer a different entity, such as a roofer, to inspect the roof, they may remove and replace the tarp as needed. Alternatively, we offer a pull-back service at an additional cost: we will pull back the tarp to allow for inspection and then reinstall it once the inspection is complete.
  For clarification, the tarp is secured using a non-invasive method, with no nails, making it straightforward to adjust. Additionally, our pricing per square foot, which includes sandbags, furring strips, and the tarp, adheres to industry-standard estimating guidelines.
  Please dont hesitate to reach out if there are any questions.
  

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

   
  Complaint: 18899957
  
  I am rejecting this response because:

  The company is going to make whatever excuses they need to.  At the end of the day it doesn't cost over $3,000 for what was done.  I just want my complaint about this company to be recorded for others to view so they don't make the same mistake I did in trusting the right thing was being done.  Again at no time was a quote given to me before doing this job.  I would never have approved it for that amount.  Companies like these take advantage of the situation to overcharge.i do not wish to correspond wth the company any longer.  Please just record this complaint.  

   

  Thank you.  

  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/26/2023

  Hello, we performed this service on October 9, 2022, at the direction of Tower Hill.  There were several areas on the roof that had damaged or missing shingles (see attached photos). As a preferred vendor for multiple insurance companies, we are directed to only cover the affected areas.  Our crews did an amazing job securing the tarp to the roof and covered all affected areas ONLY.  After reviewing the photos, I do not see gaps between the tarps, however I do see areas that were not impacted and that were not covered. 

  Upon meeting our crew on site, you advised them that there was no interior damage, that is another reason the entire roof was not covered.  You mentioned that the gaps that we left could have accounted for water intrusion, however, there was no water intrusion to begin with, it was cosmetic at this point.  

  You also mentioned to the techs that you had an inspection a few days after, if something was something wrong with the installation, it should have been mentioned to the carrier at that time or we should have been notified.  Neither us of were notified.  Only until payment was made. At no time after that you reported water intrusion to your home based on our installation technique

  The adjuster reviewed, approved and paid us based on his professional evaluation of our quality of work (photos), sq ft of tarp used (adequate) and prices submitted.  The price submitted is Tower Hill's CAT discounted pricing, so there is no inflation or price gauging.  

  We are not refunding you for the work performed at your home. 
  

  ********

   

  

  Business Response

  Date: 01/27/2023

  Our job was reviewed and approved by her carrier and payment was issued.  Seek advise from your adjuster.

   

  Customer Answer

  Date: 01/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  
  Sincerely,
  
  *******************************