Business Profile

Roofing Contractors

His and Hers Roofing, LLC

BBB Accredited Business A+Rated by BBB

Complaints

Customer Complaints Summary

37 total complaints in the last 3 years.
4 complaints closed in the last 12 months.

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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:03/03/2024
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.
In Jan 2023 His & Hers Roofing (H&H) installed my roof. It took the roofers 2days to put the roof, so the first day when they left they protected the roof that is over the house, but did not protect the roof over the porch. That night it rained, and the ceiling of the porch was damaged. Roofers took a picture of the damaged ceiling and stated H&H would get it fixed; they emphasized that I did not have to worry because the damage would be repaired. The first follow-up I gave H&H they stated they had no knowledge of any damage, but would update my file to include the damages, and they get back to me. The second follow-up they again stated that they knew nothing of any damage. I’m still waiting for the repairs.
Additionally, the balance of funds received from insurance that would be forwarded to me for damages not repaired by H&H does not even approach the amount stated on the estimate H&H provided. H&H filed the claim to my insurance, they would retain from the amount sent by my insurance only the cost of the new roof. H&H would forward to me funds to cover damages not repaired by H&H (fence, gutters, 1 wall, etc (see attached document). Estimate states they would forward $11,350.00, but I only received $1,442.40 (I have not cashed the check they sent me because I want an explanation). Please advise how I may proceed to recover my loss and if there is any agency I should address to H&H respond.
Business Response
Date: 03/15/2024
When Ms. ***** initially allowed His and Hers Roofing, LLC to inspect her home on October 17, 2022, 118 pictures of the property were taken. Of those, 2 show the area Ms. ***** alleges to be damaged because of the overnight rain during the 2 day roof installation. Both are attached to our response labeled at 10.17.2022. Additionally, the picture provided by the crew removing the old shingle roof is attached and labeled as Faded Wood. The area shown in this picture is the same area Ms. ***** believes was damaged overnight by the rain, requiring some kind of repair.
What you will see from the photographs is that the damage provided by Ms. ***** to His and Hers Roofing's crew prior to the roof was even removed either existed before we arrived or is not actual damage. The photographs dated 10.17.2022 existed before we ever met Ms. *****. The Faded Wood picture shows a lack of damage. Water damage to wood, whether in an attic space or underneath a porch covering, would include water staining in a circular pattern showing water seeped into the wood and left a ring. If it were to become worse or a long term problem, those water rings would turn into black wood rotting. Neither is shown here, because there was no damage.
Based on Ms. *****'s complaint, she was told by someone other than His and Hers Roofing that repairs would occur. His and Hers Roofing, LLC did not make that promise, guarantee or even discuss this with her. Instead, we discussed the complaint with the crew on sight and their supervisor and the notes provided on 1/31/2023 was their review of the porch area found no water damage or issues that required a repair. We're not sure if Ms. ***** was told by a completely different party unrelated to or working with His and Hers Roofing, LLC that the underneath of the porch was damaged, but our photographs and records indicate the faded wood existed before His and Hers Roofing and Ms. ***** established a working relationship, therefore, the lack of damage but just faded wood is not something to be repaired.
Customer Answer
Date: 03/17/2024

Complaint: ********

I am rejecting this response because:
Relating to the initial issue in my claim, what H&h refers to as the faded wood picture, is, as H&h states a photograph taken before roof repairs began. I am attaching a picture that clearly shows the damage I am referring to. Although I take issue with the fact that the employee that spoke with me has not stepped forward, I have to accept this as my mistake: I overlooked asking the employee for his name and I should have written down his name as well as the date, time and amount of pictures taken.
The second issue in my complaint, the discrepancy in the amount issued versus the amount estimated has not been addressed. I was expecting to receive approximately $11,000 to cover repairs that H&h would not carry out, and the amount received was for $1,442.40 (in an uncashed check addressed to me). I expect they can provide the reason for this discrepancy, as well as a breakdown of items/cost that totals the amount they retained from the total H&h received from my insurance claim. I never received an itemized bill.
Thank you very much for your prompt attention to this matter.

Sincerely,

***** *****
Business Response
Date: 03/19/2024
Ms. ***** is entitled only to funds that are not related to roofing services rendered by His and Hers Roofing. Those funds are determined not by us, but by her insurance company. Her insurance company determined that non-roof repairs totaled $5405.13. A copy of their estimate showing the RCV (replacement cost value) for this total is attached. We took this full number and subtracted Ms. *****'s $3,963.00 hurricane deductible that she failed to pay. She is obligated by Florida law to pay it, and we could be found guilty of a felony if we waived is. The difference between the carrier's non-roof repair number and her deductible is $1,442.13, so we actually paid Ms. ***** $0.27 more than we were required to.
It's important to note two items that will likely come up in a response. First, Ms. *****'s estimate includes a higher RCV for the fence, but her policy includes non-recoverable depreciation on it. You can tell that difference on the total estimate page where it described it to be non-recoverable versus the remainder of the interior being recoverable. This means those withheld funds on the fence are not recoverable by anyone. Second, and most important, recoverable depreciation is ONLY paid out by the insurance when the work is done. You'll see that the amount we considered as non-roof was done at the higher amount, since we were settling the claim. That means we accounted for MORE funds going back to Ms. ***** even though that work wasn't complete.
We've paid Ms. ***** for everything she is entitled to, plus some.
Customer Answer
Date: 03/24/2024

Complaint: ********

I am rejecting this response because:Your reply, though appearing to be very detailed, still does not address nor answer my concerns. The details I am looking for are those that explain the following claims as they appear in my Farmer’s insurance file:
Issued 10/31/2022 payment #1634490328 $696.57 payee H&H Roofing
Issued 3/9/2023 payment #1635575856 $21764.96 payee Robert ***** M*****
Issued 7/16/2023 payment #1636695578 $8000.00 payee ***** *****
All of these payments were forwarded and cashed by H&H Roofing regardless of the payee.
These are the quantities that my insurance sent to you. I am interested in the breakdown of these totals, and especially the payment issued to ***** *****. That payment was issued after I contacted H&H to inquire about the amount that corresponded to repairs not covered by H&H. As far as the deductible, that is reduced by the insurance company so I don’t understand why you, the roofing company, is retaining that from what the insurance forwarded.
Thank you for your prompt attention to this matter.

Sincerely,

***** *****
Business Response
Date: 03/25/2024
We were provided with 3 payments pulled from an insurance portal requesting a breakdown.
- Issued 10/31/2022 payment #1634490328 $696.57 payee H&H Roofing
- Issued 3/9/2023 payment #1635575856 $21764.96 payee Robert ***** M*****
- Issued 7/16/2023 payment #1636695578 $8000.00 payee ***** *****
The first 2 payments were made based entirely on the insurance companies coverage determination letter. That was previously included as an attachment to a response, which included both the carrier's payment letter as well as the insurance company's estimate. We attached copies of it once more for Ms. *****'s records. The breakdown is based on that and nothing decided upon by His and Hers Roofing, LLC. The final payment for $8,000.00 is based on a settlement related to the roof replacement, costs incurred and the final price of the roof as deemed to be sufficient by the insurance company. There is no breakdown in an estimate of this. The final estimate provided by His and Hers Roofing to Farmers was also sent to Ms. ***** on 6/20/2023, attached to a 10 day demand letter.
This complaint initially requested a refund for damage to a porch that existed before His and Hers Roofing was involved. Ms. ***** also appeared to have expected over $11,000.00 back in a refund. We previously provided a detailed breakdown of the funds related to the interior. In her initial complaint, she admits she is only entitled to funds for non-roofing repairs. As previously provided in a response, the non-roofing funds for repairs decided by her insurance company totaled $5,405.13. This was the most Ms. ***** would ever receive in reimbursement. Because her legally required deductible was removed from this, lowering her reimbursement, this is why she received a refund of $1,442.40. We're unsure what else Ms. ***** could be requesting at this time as we've provided all information and given back all funds due to Ms. *****.
Customer Answer
Date: 03/25/2024

Complaint: ********

I am rejecting this response because:
So you are stating that my roof cost $29019.13??? And that my insurance company determined that amount exclusively for the roof replacement even after deducting the $amount corresponding to the deductible I am responsible for?

Sincerely,

***** *****
Business Response
Date: 03/26/2024
The insurance company dictates what payments are made for each and every claim. The insurance company makes the decision on what to pay We previously provided you with the proof of what your insurance company estimated and we are aware that you have proof of those payment through your portal. At this time, based on the response received, we're unsure what else we can provide. We're not aware of any still existing dispute between the complainant and His and Hers Roofing. At this time, we've provided quality service in replacing her roof and lived up to all of our promises while still refunding the complainant additional funds.
Customer Answer
Date: 04/04/2024

Complaint: ********

I am rejecting this response because:
In spite of all the tables and charts you’ve provided, you still continue to ignore my 3 basic concerns: the breakdown totaling the checks that were issued to you by my insurance company, the deductible you retained for yourself, and the reason for you retaining a check in my name. Nonetheless I feel it is useless to continue requesting the information. I will continue to explore what legal avenues I may follow so I can finally understand exactly what my insurance covered and what my insurance did not cover.
I need to understand why the hurricane damages that your company did not repair have not been covered by my insurance.

Sincerely,

***** *****
Business Response
Date: 04/08/2024
As with any insurance in the United States, a deductible is owed by the consumer. If we use a car accident as an example, a consumer would pay the body shop their collision deductible directly, and then their insurance would be any additional monies needed for repairs. The insurance would keep paying as work was completed until the car was back to its original condition. For property insurance, claims are first adjusted and a price for repairs is made before repairs are done. This means that the insurance company is estimating how much it will cost to do all of the work to the roof and inside of the home. They come up with a grand figure and reduce it by two items. First, the insurance reduces the amount by recoverable depreciation. This is the different between the cost of item at brand new minus the age based on the value lowering each year. Second, the insurance company the reduces the price by the deductible. They do this because they expect, by law, that the homeowner pays it along with whatever monies their insurance pays. Essentially, the insurance makes payment in good faith that the deductible will be paid directly from the homeowner’s own account. Insurance companies do not pay the deductible for a homeowner. Insurance companies do not “take out the money” from their overall payment – they remove the homeowner’s obligation from themselves.
We did not keep Ms. *****'s insurance for ourselves. We are legally owed the funds by Florida law. We've previously explained this to her but it is also listed as an obligation in her contract. Additionally, the checks issued for the claim have her name as the assignor, meaning she assigned her claim and those claim benefits to His and Hers Roofing. Our contract with Ms. ***** allows us to collect those funds. That contract is based off of what Florida law allows us to do. This was explained before she signed and left with her in copy form. Not once was this concern mentioned to us until she filed this BBB complaint. Finally, we explained the checks issued by her insurance and previously provided her carrier's breakdown in letter form. It appears Ms. ***** does not like the charts and tables provided, but that is a problem she can address with her insurance company as they created them. We've provided every service to Ms. ***** she was entitled to and gave her a fantastic final product.
Initial Complaint
Date:02/29/2024
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.
In October 2023 they replaced my roof. After they finished and left, there was a mess around the house, a lot of black dots on the driveway and the pool deck, nails everywhere in the grass and in the pool, a hole on the metal part of the patio enclosure, and a big stain on the garage door. When I called them to complain, they came and said the dots on the concrete were old (which was not true,) they "fixed" the hole with a hammer, and offered me $450 to paint the garage door.So 4 months have passed... I have called 4 times... and the check hasn't arrived.Every time I call, the customer service representative says that they cannot pass me to anybody in charge because "they don't work in the office, but they already know about this, and someone would call me back."Days pass and nobody calls me back, nor the check arrives.
Business Response
Date: 03/15/2024
It appears **************** is attempting to coerce His and Hers Roofing, LLC into paying him more money than required by placing negative reviews and complaints on various sites. In October of 2023, his roof was replaced. He then called into our office with concerns about black dots on his driveway, a board on the driveway and debris in the pool. This was before the roof passed a final inspection, so before materials would be picked up. the final inspection occurred on November 15, 2023, and confirmation of it passing the final was emailed to the homeowner on November 16, 2023. That day, **************** was offered either to have us fix his concerns or to pay him the value of the repairs equaling $400.00. **************** requested payment to make the repairs himself. A check for $450.00 was mailed to the homeowner with tracking number 9589 0710 5270 0975 6535 43. He was also sent a second payment via tracking number 9589 0710 5270 0975 6525 15. Despite the first payment going on in February, **** still shows this in route as of today at 10:27am. the second check was returned, as the mail forwarded **************** placed on his property expired, so **** was unable to deliver. We were not told about mail forwarding issues, or to send the check to a different location. On March 12, 2024, 3 days ago, **************** spoke with a manager in our office who confirmed a new address to forward the checks to once **** returns them to our office.
Despite this, **************** has now filed this complaint with the BBB for the same complaint he made to us and we resolved already. As discussed with **************** before he made this complaint a few days ago, once **** returns his cancelled mail to our office, and we can cancel/shred the checks, a new mailing will go out to him to the address he provided to us on March 12, 2024. A new address was provided since **************** because he is moving to a new home. Fair to say that facts within ******************** complaint are false, and while we are going to call **************** immediately, His and Hers Roofing, LLC has maintained communication with him, up to 3 days ago, and resolved his concerns prior to the BBB complaint.
Customer Answer
Date: 03/15/2024
The original complaint was posted before ******* called me. He contacted me today asking me why I posted this after I spoke with him, but that's not true. I haven't posted anything new since he contacted me, and I'm not asking for more money than they promised to me, I'm a decent person trying to get the money a decent company offered for covering the repairs.
Customer Answer
Date: 03/26/2024
Good afternoon,
I received a check from His & Hers Roofing to cover the paint of the garage door. They did a great job replacing the roof of my house and the only issue was that they were going to pay for painting the garage door and the money took long time in arrive, but now I got it. So the complaint is to be deleted now.
Thanks,
***********************
Customer Answer
Date: 03/26/2024
Good afternoon,

I received a check from His & Hers Roofing to cover the paint of the garage door. They did a great job replacing the roof of my house and the only issue was that they were going to pay for painting the garage door and the money took long time in arrive, but now I got it. So the complaint is to be deleted now.

Thanks,

***********************
Initial Complaint
Date:02/29/2024
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.
I started completely the assessment for hers and when I saw how much money it cost I closed the page and the open browser, they took my money from my account off my phones and charged me ****** order number dlTGK2qATk , I don't know how they did this but I did not press enter and I want a refund, I found out by receiving a your order is shipped and checked my bank account. I want a full refund
Business Response
Date: 02/29/2024
Good afternoon:
In reviewing the complaint, we checked every portal for either *******'s name, address, email and phone number and she does not appear in our system. Additionally, there is no public page on our website that allows for collection of payment. Payment can only be collected via a credit card by His and Hers Roofing, LLC if the individual is sent a Hearth financing link, which requires the person to enter in their banking information. For this to happen, ******* would have to be a customer under contract with our company.
The address provided by ******* in her complaint is a ********** apartment residence. His and Hers Roofing, LLC is based in the ****************. We do not provide any kind of services in the *******************. The complaint itself does not allege our company's name, and based on everything provided by ******* and the review of our entire electronic file system, it appears this complaint is meant for a different company and not His and Hers Roofing, LLC. We urge ******* to provide the BBB with any kind of records showing who collected the funds so she can request a refund from the correct company. His and Hers Roofing, LLC does not have any funds from the complainant.
Initial Complaint
Date:02/29/2024
Type:Customer Service 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.
********** Roofing, replaced the roof. Thet were paid $20,000. They are now trying to *** saying that I should have paid $43,000 for the roof. There is no residential roof in the world that cost $43,000. They are a complaint rip off. They walk around neighborhoods and prey on people. They are a disgrace! And a complete rip off.
Business Response
Date: 02/29/2024
Good afternoon:

Please accept this as our formal response to *********************** BBB complaint.

The entirety of ************************ 8 sentence complaint states that His and Hers Roofing, LLC replaced her roof for $20,000.00 but is now suing her requesting $43,000.00. The remainder of the complaint is pure libel on ************************ part, misrepresenting information on a public complaints website to drive away business. ******************** lied in her complaint, because the initial quote provided to her on March 27, 2023 totaled $27,550.00, not the $20,000.00 she claimed in her complaint.

As a brief background, ******************** signed an assignment of benefits in our favor. A private firm representing our interest submitted it to her insurance company. After investigating the claim for the damage to ************************ home, her insurance company agreed that the roof was damaged, and agreed with our recommendation to replace it. The letter confirming this was sent by ******* *************************** on April 13,2023. In June of 2023, permitting documents and requests to move forward with the replacement were submitted to the county. We replaced her roof. In order to obtain the remainder of the depreciation funds that were withheld, ******* law requires a supplemental claim be submitted. This includes submission of pricing receipts, invoices, photographs showing the work was completed, and approval paperwork from the county showing the work was completed and done according to code. All of this was done In September of 2023. The invoice submitted to the insurance company before O&P was only $34,853.82, which included the pricing for code upgrades, permitting fees, and nearly $2,600.00 in decking and lumber replacement that was unknown prior to the replacement. We then requested payment from the insurance company for just $8,200.00 on December 20, 2023. A copy of the December 20, 2023 letter was sent to ******************** as well. *********************** response, via email was "you are trying to put a lien on my home because you want more money."

This was categorically false. Based on ******* Statute ******** and the contract ******************** signed with His and Hers Roofing, LLC, a lien can never be placed on ************************ home for the services rendered in 2023 by His and Hers Roofing, LLC. Additionally, no lien was ever threatened, because it would be a violation of ******* law. Upon reading ************************ complaint, we're unable to decipher what resolution she requires. In the desired settlement amount, she listed "stop trying to get more money", but according to both ******* law and her insurance policy,we are required to submit the final invoice to obtain the withheld funds only due once the work is completed. As of this date, His and Hers Roofing, LLC complied with all ******* law and the insurance policy, and His and Hers Roofing, LLC provided 5 star service to ********************.
Customer Answer
Date: 02/29/2024

Complaint: 21364520

I am rejecting this response because they lied. I only gave them 5 stars so they would waive my deductible!!! Do u see all the complaints filed with you business???? You have people sign all those documents and most of it I'd legal information that we have no idea what we are signing! U all are a fraud! You company has a lawyer that is supposedly representing me. But I would NEVER agree to the foolery u all are committing. A lady in my neighborhood had your sign in her yard. I went and showed her all the email of how ********** try to *** after they have ready been paid. Told her NEVER do business with you all. If you were paid in full why are you still trying to ***??? The work was done in August of 2023. Smh I don't even know what to say. You have no morals you will surely reap what you so. God will deal with you! I dint know how you can. Sleep at night knowing you are scamming people. When we go to court I am going to play all my videos for the judge. He will see how you sells guy. Negotiated the price of the roof and told me that if we did surveys his and hers would waive the deductible. Like didn't you get enough money the first time??? I hope you burn in hell

Sincerely,

*************************
Business Response
Date: 03/04/2024
Good afternoon:
We will not respond to threats of violence against **, and we take the threats lodged by ******************** against our company and the potential legal ramifications that will result very seriously. There is clearly some confusion on what ******************** understood the process would be; however, the document she signed was compliant with ******* law, specifically statute ********. ******************** possessed both copies of the document prior to any work occurring that would have allowed her to cancel it. She chose to allow His and Hers Roofing to help her replace her damaged roof without complaint. ******************** received every promise made by His and Hers Roofing, LLC, and while she's admitted to tortious interference in a business contract by admitting to lying to a neighbor about the circumstances surrounding her claim, she is enjoying her new roofing system for the cost of just her unwaived deductible. Additionally, only after the realization of additional money being issued to someone other than ******************** did she find it necessary to falsely accuse His and Hers Roofing of fraud.
His and Hers Roofing, LLC did not and has not retained an attorney to represent ********************. The attorney and firm involved in the suit for additional funds is working for the interests of His and Hers Roofing only. Based on the contract, terms and meaning of ******* Statute ********, ******************** signed her rights away to His and Hers Roofing for 1 singular insurance claim. Because the work was performed, as promised, His and Hers Roofing maintains their *********** obtain the remainder of the funds they are owed in providing the services for ********************. Unfortunately, there is nothing further His and Hers Roofing, LLC can do for ********************, and no further requests for some type of resolution appear to be in ************************ response.
Initial Complaint
Date:02/27/2024
Type:Order 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.
His and hers roofing took advantage of the fact that my homeowners insurance company claimed insolvent following hurricane *** in late 2022. Although prior to filing insolvent, my insurance company, UPC, had sent them 2 payments against the claim, $5457.67 and $8585., both in February of 2023. HHR didn't feel this was enough to replace my roof, so I filed a claim with FIGA, which then sent additional monies of roughly $ 20, 364. I was sent an email from ***************** with his and hers roofing on 10/4/2023, stating that if I paid my deductible amount of $2880, on the first friday after the roof final inspection, his and hers would send me a check in the amount of $3114 to have the repairs made on my garage door and fence, which were listed in the original insurance claim. 4 Fridays have passed since the new roof passed final inspection on 2/1/2024, and I have not received the check. I have tried calling ***************** numerous times, and he refuses to call me back. This to me appears to be a breach of obligation. I reached out to several roofing companies, received 3 quotes, which ranged from $8k-$15k. His and hers charged my insurance company and FIGA $23k for the roof. This company is the most dishonest company I have ever dealt with.
Customer Answer
Date: 02/27/2024
One of the documents I attached was in error, and needs to be removed immediately. I apologize, it is my daughter's tax return and has confidential information. Please remove it. Thanks you in meant to attach my receipt of deductible paid.
Business Response
Date: 03/04/2024
Please accept this as His and Hers Roofing,LLC's formal response to ******************** BBB complaint.

**************** makes a number of a concerning statements in the complaint that are factually incorrect. First, she states that His and Hers Roofing, LLC took advantage of an insolvent insurance company by filing a Hurricane *** claim. **************** filed the claim herself.Additionally, at the time **************** filed the claim, her insurance company was solvent, confirmed by the second incorrect statement in her complaint. *************** claims that despite 2 payments totaling $14,042.67, His and Hers Roofing, LLC would not replace the roof for this amount of money. This is wholly untrue too. On November 10, 2022, the insurance company wrote an estimate that did not agree to replace the roof, but instead, offered $9.18 to replace 1 linear foot of ridge cap shingles. The remainder of the $3,014.54 estimate was to address damage to ******************** fence, garage door and a soffit vent. It's important to note that this estimate resulted in no payment though due to the amount of ******************** hurricane deductible.

It was not until His and Hers Roofing, LLC got involved to show the extent of roof damage did ******************** insurance company agreed that the entire roof needed to be replaced. **************** fails to admit that His and Hers Roofing, LLC was the only reason for her roof being approved while slandering them in this public complaint, calling them the most dishonest company. This approval came with a check for $8,585.79. Again, of note is the lack of $14,042.67 paid by the insurance company. the first insurance company only paid $8,585.79. His and Hers Roofing, LLC completely replaced ******************** roof, submitted the documents to the ****************, who took over after the insolvency, and waited for the additional funds to be released. The ****************, through their created insurance company, FIGA, issued 1 payment for $10,000.00. This means that only 2 checks in total were issued for this claim that His and Hers Roofing, LLC has knowledge of - one from UPC totaling $8,585.79 and one from FIGA totaling $10,000.00. His and Hers Roofing has never received a check for the $5,457.67 that ******************** alleges in her complaint.Any record of this payment needs to be submitted as it's more likely that those funds were sent to ****************, if they ever existed. Additionally, ******************** complaint states His and Hers Roofing, LLC charged her insurance and FIGA 23k for the roof. This is also untrue, as the total of the checks received totaled $18,585.79. After the deductible paid and the return of funds referenced below,the amount for the roof received by His and Hers Roofing is only $19,521.11,much less than ******************** complaint alleges was received.

The only part of ******************** complaint that is mostly accurate is the reference to money back based on non-roof services. *************** claims that she is owed $3,114, based on an email from an employee with His and Hers Roofing, LLC. The email attached to ******************** complaint states specifically that $3,114.00 will be paid to her if there is no replacement sheathing. After a deduction for the sheathing replaced, **************** would only receive $1,944.68 back for the non-roof services His and Hers Roofing, LLC did not perform. Unfortunately, it was not until February 22, 2024 that **************** first called into our office requesting the owed money. She was told that the standard procedure was to supplement the claim to have the full claim funds released first. **************** then called for only a second time on February 26,2024 in an attempt to speak with ****************. **************** is physically out of office on a daily basis so this was routed to the ** of operations. Within 4 business days, a check for the remaining $1,944.68 was mailed via tracking number 9405 8301 0935 5074 2401 57.
Customer Answer
Date: 03/05/2024

Complaint: 21352761

I am rejecting this response because:
Most details in the response from his and hers roofing is incorrect. I called 4 times in the span of 1 week, and was never shown the courtesy of a return call from *************. And his and hers roofing confirmed to me that they had received the initial check, in the amount of $5457.67, from upc, made out to the order of *******************************, dated 2/9/23, and the check had to be cancelled and reissued, which later occurred. As far as the 4x8 sheaths of wood that were used to replace rotting wood, again, their assessment is false. I know they were going to pull this stunt, so I have attached the photo I took of the sheath that was used in replacing my roof. One sheet was used. And I have the email that states his and hers roofing would cover the cost of 2 sheaths, if they were needed in the roof replacement process. Again, I reiterate that this company, in my opinion, is a very dishonest company, and this entire process has been very unsettling and upsetting experience. I am requesting that his and hers roofing honor their agreement and, going forward, refrain from taking advantage of the elderly.
Sincerely,

*********************
Customer Answer
Date: 03/05/2024
Please see additional attachments, as they verify my rebuttal. Thank you
Customer Answer
Date: 03/05/2024
Also, no check, to date, has been received.
Customer Answer
Date: 03/05/2024
The tracking number provided by his and hers roofing, for the mentioned check, shows it to be in ********, so it could not have been sent 4 business days after roof final inspection, which occurred on 2/1/2024.
Business Response
Date: 03/06/2024
As confirmed by ****************, His and Hers Roofing, LLC provided working tracking information for a check for the monies to be returned per the agreement. The only document provided in response was the screenshot of a message confirming that, absent any decking replacement, the total to be returned is $3,114.00. Here, as provided in our response and to ****************, there was multiple pieces of decking replaced, and that amount was removed from the total reimbursement. His and Hers Roofing, LLC provided payment for reimbursement of non-roof items to ****************. Of the 3 messages from **************** filed with the BBB on March 5, 2024, none of them request anything other than the monies owed absent any sheathing replacement. Those monies are in route and His and Hers Roofing, LLC fulfilled their obligation.

Thank you.
Customer Answer
Date: 03/06/2024

Complaint: 21352761

I am rejecting this response because:
Again, his and hers roofing is making incorrect statements. Less than one 4'8' sheet was used as replacement decking, as shown in the photo of the pieces replaced on my attached photo. Since his and hers roofing agreed to cover the cost of two sheets, the full amount promised needs to be sent. And as far as their earlier statement regarding me filing the claim to upc, that also is incorrect. When their account manager, *************************, knocked on my door to ask if he could look at my roof, for possible hurricane damage, he stated, after inspection, that I needed a new roof. He then proceeded to fill out the estimate, which I remarked seemed unreasonable, which he replied that it was their practice to go high on the estimation process, to get as much as they could, from the insurance company. He then asked for the name and phone number for my homeowners policy, and called in the claim. The full amount of the promised sum of $3114.68 needs to be sent immediately. I am growing weary of rebutting the false statements that this roofing company continues to make. And if a partial check was sent to me, the following Friday past final inspection, which occurred on 2/1/24, how is the tracking information provided by his and hers roofing, showing the package to be in ********, **, on 3/5/2024? Nothing this company states seems to be accurate.
Sincerely,

*********************
Business Response
Date: 03/07/2024
Our former response stated the following: "**************** then called for only a second time on February 26, 2024 in an attempt to speak with ****************. **************** is physically out of office on a daily basis so this was routed to the ** of operations. Within 4 business days, a check for the remaining $1,944.68 was mailed via tracking number 9405 8301 0935 5074 2401 57."
We did not state the check was mailed on February 1, 2024. We stated the check was mailed 4 business days from when the call on February 26, 2024 came into our office. Other than this clarification, it seems as though **************** is not requesting anything other than the owed funds. She has the tracking that confirms the payment is on its way with an anticipated date of delivery of March 8, 2024. We wish **************** a great weekend and should she not receive the check, she can reach out to us via email at **************** for a reissued check.
Customer Answer
Date: 03/07/2024

Complaint: 21352761

I am rejecting this response because:
Again, his and hers roofing is not being truthful. They have deducted $1169.32 for 4'8' sheaths of wood that they are stating they used in my roofing process. That amounts to 14 sheets of ********** the 2 that they agreed to cover the cost of. Again, as i stated earlier, I took photos of the wood that was replaced. ( attached again for review). The little pieces that were replaced amount to one 48 sheet. Shame on this company for deliberately taking advantage of consumers and insurance companies. I would caution anyone from using this company when seeking a reputable roofing company. His and hers roofing needs to send the balance owed as per our mutual agreement.
Sincerely,

*********************
Customer Answer
Date: 03/08/2024
I received the partial check owed of $1944.68. There was no detailed information regarding why the check was not made out in the agreed sum of $3114. I would request that his and hers roofing, state for the record, how many 4'8' sheafs of wood were used in my roof replacement process. Thank you
Customer Answer
Date: 03/12/2024
Still waiting response from his and hers roofing regarding why the return check that I received was in the amount of $1944.68 instead of the promised $3114.
Customer Answer
Date: 03/16/2024
His and hers roofing is clearly not answering the question regarding why a partial check was sent, rather than the full amount promised by *****************, for the reason of not wanting to perjure themselves. I was home the day the roof was replaced, and made numerous trips outside to watch the progress. They know they are lying, and I know they are lying regarding the number of 4x8 sheets of wood used. This just reiterates my belief that this company is dishonest and corrupt. Based on the number of BBB complaints, this company should be avoided at all costs. How dire is their situation that they must continue, repeatably, to take advantage of their customers.
Business Response
Date: 03/20/2024
Our agreement with **************** stated that either the first sheet of decking was free, or the first 10 linear feet of board was free. After that, each sheet was $90.00 each, including labor, and each linear foot cost $7.50 each, including labor.
Ms. ******* home has 8 sheets of decking replaced, and 60 linear feet of board replaced. His and Hers Roofing agrees to have the more expensive item be free, the first sheet of decking. The breakdown would be as follows:
- 60 linear feet x $7.50 = $450.00
- 8 sheets x $90.00 = $720.00
- Total = $1,170.00.

When you subtract the first free sheet at $90.00, that leaves a new total of $1,080.00. Ms. ******* initial refund, prior to wood,was $3,114.00, and after removal of wood totaling $1,170.00, this is how His and Hers Roofing came to the refund amount of $1,944.00, which **************** already agrees she received. Accounting was able to confirm that the 1 free sheet was not included, so a second refund of $90.00 will be mailed on Friday to ****************.
Customer Answer
Date: 03/20/2024
I am rejecting the response from his and hers roofing. Please see attached email. They stated that 2 sheets would be covered by his and hers roofing, not 1. And as stated, I was home the day the roof was replaced, no more than two 4x8 sheets were used in the process, as shown in my previous photo of the wood removed. His and hers roofing continues to make statements that are not true.
Customer Answer
Date: 03/20/2024

Complaint: 21352761

I am rejecting this response because:
HIs and hers roofing agreed to cover the expense of 2 sheets of wood. I was home the day the roof was replaced, no more than 2 sheets were used in the process. ************ continues to make statements that are false. Please see attached photos.
Sincerely,

*********************
Business Response
Date: 03/21/2024
Our contract is very clear. We will either cover the first sheet of decking or the first 10 linear feet of board. We chose to cover the more expensive item for the benefit of the customer. We provided 65 pictures of the wood replaced, well over the 2 sheets described by the complainant. The $90.00 refund is the final amount being mailed to this complainant and resolves the dispute.
Customer Answer
Date: 03/22/2024

Complaint: 21352761

I am rejecting this response because:
I don't know who from his and hers roofing is submitting these responses, but they clearly do not have the correct information, or are choosing to disregard the documented promises made by their company. I have had enough of the back and forth corresponding, as far as I am concerned, this company has taken advantage of customers that put their faith in them, and believe the promised they make. I would urge all future customers to stay clear of this company and look for a more honest company for any roofing needs. I have read all of the negative reviews on the BBB website, regarding his and hers roofing, and most state that they regret not getting his and hers promises in actual writing. Well, since I have their promises in writing, and they still chose to disregard their agreements, it becomes a moot point. ************ is untrustworthy, to say the least.
Sincerely,

*********************
Initial Complaint
Date:02/21/2024
Type:Product 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.
His and Hers Roofing reps were soliciting door to door around my neighborhood, they approached us and we told them about our previous claim, and how we had already received a small amount for repairs but continued to have leaks. The rep said it would not be problem that ********** company would re-open the claim, get a lawyer and get the funds necessary to replace the whole roof without us having to put any of our money or pay back any money we had already received from the insurance. It sounded great to us so we proceeded.On Jan/24 I received a letter from my insurance noting that my premium was doubled from last year and had to pay $800/month + my mortgage which I certainly cannot afford. I immediately called the ***************** and they informed me the reason why my premium is so High is because my roof had not been replaced even though they had already settled a case and had given ********** a check for a very substantial amount to do so (which by the way no one from ********** informed me). Called ********** a few times, same number I spoke to in 2023, left voice mails with no response. Waited more days, called their office, spoke to someone else, the person said "Yes we will put you on the schedule the next day to start working on your new roof so expect a call from the person in charge of scheduling the next day. No one called. 2 or 3 days after I finally received a call from "******" apologizing for not getting back to me and asked me for part of the money we had previously received, to which my answer was NO. Now, all I'm asking is for ********** roofing to communicate with me that if they do not want to finish the job, then allow me to get another company that will do so in a timely manner and for the money the insurance company already gave them. I am a disabled veteran and I live with my daughter. The more time I wait, this situation causes more damaged to our house and the financial burden is just too much for me to handle. Thank you BBB.
Business Response
Date: 03/01/2024
Good afternoon:

Please accept this as His and Hers Roofing,LLC's response to *********************' BBB Complaint.

As a brief background, ****** signed an assignment of benefits in our favor on June 16, 2023 for a hurricane claim they previously submitted to their insurance company, Progressive, on October 3,2022. This document was submitted to *************************************************** through a private firm we hired to assist in getting this claim approved. The assignment agreement and every provision within the document stems directly from the requirements of ******* Statute ********. Now,prior to His and Hers Roofing, LLC becoming involved in the claim, ****** made the claim and handled the adjustment on their own directly with Progressive.Progressive sent a letter to ****** on October 12, 2022, that stated there was indeed damage to the property totaling $12,399.94. After Progressive removed the $4,700.00 deductible that is to be paid directly by the insured to a contractor, and after Progressive removed recoverable depreciation, Progressive cut a check directly to ****** totaling $4,022.80. This money, coupled with the $4,700.00 deductible payment, was earmarked for roof repairs to half of the roofing system, interior repairs to the hallway, entryway, dining room,kitchen, living room and a bedroom in the form of painting. Additionally, some of the money was marked for repairs to part of the fence and gutters. Of the total estimate, $9,492.30 was meant for the roof. Because this was insufficient, and ask ******'s complaint confirms, they wanted our help to get the rest of the roof approved to be replaced.

On January 3, 2024, Progressive reviewed our estimate, photographs and opinion as to the real extent of damage to the roof.They agreed to replace the roof, updating their estimate to total $30,850.00.This was then reiterated in a written letter, stating that after removal of the deductible and the previous payments issued, a new check totaling $19,709.93 was to be issued for the claim. These funds were then provided to His and Hers Roofing, LLC to begin the roof replacement. The check was received on January 9, 2024. Now, ******'s complaint states they had no idea of the approval or the funds being paid for the whole roof. This is untrue. Between October 12, 2023 and November 28, 2023, His and Hers Roofing, LLC called this homeowner 29 times to get a status on the first payment Progressive issued for the claim and if ****** spent the funds to make repairs. ****** finally called us back on November 29, 2023 stating that she spent the check on things but unrelated to repairs, asking if those funds would need to be returned. She was told that the difference between the money initially paid and the money for the roof needed to be paid to His and Hers Roofing to start the roof replacement, which was $1,960.43, plus payment of her $4,700.00 deductible. She asked to be called back so she can figure out how to get these funds together. On December 15,2023, ****** notified us that she only has $1,000.00 of the initial check left and could not pay anything else until the beginning of 2024.

It's important to note that discussions between us and ****** about getting the roof replaced began in October of 2023, before Progressive paid out the rest of the money. His and Hers Roofing, LLC was trying to replace this roof well before receiving full payment but ****** either refused to return calls for months at a time, or when she finally did,refused to pay her deductible. None of this information was described in her complaint to the BBB. Instead, her complaint further states that His and Hers Roofing,LLC was unresponsive and is the reason for the delay in the roof being replaced. Finally, ******'s complaint suggests we are not getting back in touch to confirm if we "want to finish he job." Unfortunately, as described to ******, the roof replacement cannot begin until she pay her deductible and provides the remainder of the insurance funds. Additionally, she is refusing the sign the documents required by the county to get a permit approved to legally start the work. This complaint appears to be full of miscommunications.

His and Hers Roofing, LLC simply needs payment of the applicable hurricane deductible and the $1,960.43 from the first insurance check to begin the roof replacement. This was told to ****** beginning on October 12, 2023 and most recently, on February 7, 2024 when ****** demanded the deductible be illegally waived.
Customer Answer
Date: 03/06/2024

Complaint: 21328978

I am rejecting this response because:
His & Hers Roofing should be able to replace the roof for $19K without me having to pay $1,900. Yes I do admit I was unresponsive back in 2023 due to circumstances beyond my control, as I stated before I am disabled. I do apologize for that and of course I can see where there could be miscommunication between both parties.
Now, that I am able to respond, I was made aware by my insurance company (email) in Feb. that the check for $19k was issued in early January and not by your company, even though I had already spoken to your representative. The information about me not "wanting" to sign a document is untrue as I have not been contacted by anyone in your company regarding any document to "start" the project. Actually since my last voice mail message to your representative asking for a phone call back I have not heard anything from anyone. You can also email me if you cannot get in touch with me to "sign the document so you can start.

Sincerely,

*********************
Business Response
Date: 03/25/2024
Unfortunately, us waiving your deductible or waiving monies owed for the claim is a third degree felony in the ****************. We are required to collect those monies, so your request for His and Hers Roofing, LLC to do the roof without collecting the owed funds is not an accommodation we can provide. Your response mentions that you're unaware of any request to sign the documents to begin the roof, and to email if you're not reachable by phone. We provided your email address to the production team with His and Hers Roofing, LLC to resend you the documents to sign to begin the roof and to collect payment on March 6, 2024. On March 13, 2024, we called you once again and left you a voicemail so we can start the re-roofing paperwork. You spoke with us about 4 hours later via telephone telling us you would prefer to cancel the job instead of paying your deductible. You also stated on March 18, ****************************************************************************************************** your insurance premium that went up by an additional $800.00. While we understand that increase is significant and can place a hardship on finances, we are legally unable to not collect the deductible. We are in the process of having our accounting department write you a check for a refund as soon as we receive your written cancellation, since ******* law requires cancellations be in writing.
Customer Answer
Date: 03/25/2024

Complaint: 21328978

I am rejecting this response because:

If waiving a deductible is against the law then you need to instruct your associate(s) that came knocking on my door to not say that to customers. Of course I cannot prove this due to the fact that it was only a conversation by my door and this was never recorded.
Now regarding the documents you have supposedly sent me I have not received one (1) email from your office, and yes I just checked my spam folder, therefore you might want to revise and make sure you have the correct email address before saying that "I refused to sign a document".
Also since March 13 after my last phone call, I am waiting for a phone call back from your office to at least explain to me what would be deducted from what the insurance already paid. It has been 12 days with no response. In addition, please send me the written cancellation form as soon as possible either by mail or by email after you check you have my email address. As soon as I receive it I will send it back to your office right away.

Sincerely,

*********************
Business Response
Date: 03/25/2024
His and Hers Roofing does not have a cancellation form to provide; however, please email us at *************** and we can then take that written cancellation and mail out the reimbursement of your insurance payment from our accounting department. No specific language is required to cancel, we just need something in writing from your email on file to consider it canceled per ******* law. If easier, you can also fax a cancellation letter to us, or send a letter stating you are canceling your contract via US mail. Again, no specific language is required, just something from you in writing saying that you wish to cancel is all we need to comply with ******* law.
Customer Answer
Date: 04/18/2024
Good afternoon
This matter has not been resolved. I have not received a response from His & Hers roofing since March 26, 2024 (see attached) regarding an explanation of the money that was deducted from the check from the insurance company. I have emailed them twice with no response.
Please help.
Thank you
*********************
Customer Answer
Date: 04/22/2024
Good afternoon

This matter has not been resolved. I have not received a response from His & Hers roofing since March 26, 2024 (see attached) regarding an explanation of the money that was deducted from the check from the insurance company. I have emailed them twice with no response.

Please help.

Thank you

*********************
Business Response
Date: 04/25/2024
As mentioned before, we received the cancellation and would submit a refund to the consumer. After a few emails providing a breakdown to the consumer, we sent a refund via tracking number EI268719949US to the consumer for $11,789.93. Tracking online shows it was delivered to the consumer, resolving the dispute in full.
Customer Answer
Date: 05/01/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I still believe that this situation could have been handled in a more efficient way. I do in fact accept responsibility for my delay on my response in the beginning of the process due to being in the hospital, but other than that their lack of following up and miscommunication were the cause of this complaint. Thank you BBB for giving me the opportunity to express my concerns regarding His and Hers roofing company, and to finally get my roof fixed by another company.
Sincerely,

*********************
Initial Complaint
Date:02/14/2024
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.
His and Her Roofing Company has not released my portion of the insurance money they collected from my policy.Although their contract states that after thirty day, without a notarized signature their inital contract is void When I called to speak with ************** at the beginning of December about the company sending me my portion of the insurance money. She tried to talk me into letting her company do *******, When I told her no, she told me I wanted the money for myself. When she said that her company would be taking their portion of the check. I told that i had no problem with that. But, when I told her that the amount of the check was $21,500..00 and my portion should be around $18,500.00 she said no. She, had several people to call me to say that's not the not the amount. I called on the ************************************************************************* the check. It's been two weeks and no response.
Business Response
Date: 02/16/2024
Good afternoon:

Please accept this as His and Hers Roofing,LLC's formal response to ***************************************** statement of complaint.

**************** signed an An assignment of Benefits with our company, This document was submitted to ************************************************** through a private firm. We hired to assist in getting this claim approved The assignment agreement and every provision within the document stems directly from the requirements of ******* Statute 627.7152.

Some time after the *** was submitted, and after the insurance company made its coverage decision, the private firm negotiated a large global settlement batch with this insurance company encompassing over 100 individual claims. ******************** claim was one of these. The parties came to a confidential settlement agreement over all of these claims. The release that resulted from these negotiations was 1 single document that listed every one of these hundred plus claims in a chart format. The release does not include,describe or reference a dollar amount to settle each of the individual claims.His and Hers Roofing, without breaking confidentiality demanded by the carrier's release, can explain how it determined a number suitable to resolve.We, along with our private firm, had several spreadsheets that indicated the dollar amount needed to replace the roof for each claim. Those numbers were combined, reduced by each of the claimant's deductibles, and sent as a large sum to the carrier to resolve as part of a global settlement conference. The final settlement amount approved by the insurance company, how they came up with their numbers, or any other details are both unknown to His and Hers Roofing, and confidential based on the terms of the release.

There are some concerns with the statements made by **************** in her complaint to the BBB. First, she states that the contract is immediately void within 30 days unless there is a notice of commencement.This is untrue. The large 18 pt bold font language on the back of her contract is a word for word requirement by the great ****************, which gives homeowners various ways of cancelling the assignment. The language does not void it. Additionally, to cancel, per ******* law, the homeowner needs to put in writing their desire to cancel. **************** did not do that. Second, she was unwilling to pay her applicable and mandatory insurance policy deductible.Failure to collect deductibles from insureds on an insurance claim can amount to insurance fraud and is a punishable crime against His and Hers Roofing to even try to waive the obligation. Third, **************** mentions her communications with a "**************", who is a representative employed by His and Hers Roofing. The statements included in ******************** complaint are untrue. ************* attempted to assist with logistics, not with cancellation as ************** is not part of our cancellation team. **************** and ************** discussed location of materials during installation, and **************** was concerned when she learned that we traditionally place the required dumpsters on the driveway. She did not want her drive way blocked, and ************** explained that to prevent damage to lawns and surrounding shrubbery, it's placed on the driveway; however, with a waiver to any lawn damage from the dumpster, His and Hers Roofing could place the dumpster on the lawn adjacent to the driveway.

Finally, **************** stated that she was owed $18,500.00 from His and Hers Roofing. Unfortunately, no one in our office is able to understand where she obtained this number. Because we were not able to physically show her the settlement release to confirm the amount allocated for her claim, we had her speak with several people, both with our company and representing our company, to confirm her claim resolved for much lower than her represented amount. His and Hers Roofing is happy to provide her all of the funds that were allocated to her claim from the settlement, and we've previously attempted to do so. We're unsure the reason for the complaint as a number of statements are categorically false.
Customer Answer
Date: 02/28/2024
His and Her Roofing contacted me on the 18th of October saying that ***************** had settle my claim. When I ask the rep.,

how many boards the company would replace before there was a charge, he said one. That was a red flag for me. Then he asked me to give him my credit card for my deductible, without me seeing any paperwork. I told him I was not at home that we needed to talk when I got home. He said thar I would be contacted later. Their notary contacted me to set up a zoom meeting. While on zoom I had some questions. Somehow we got disconnected, and although she called back, we wasn't unable to continue. After going back on line to take a look a what they want me to sign and seeing the second page that said Owner Be Aware. I knew that I could not sign this contact. There was a place on their website asking if you would sign their paperwork. I answered no, then I received the call from the notary. On October19 I sent a email to the company that I would not be signing any paperwork with their company. They wanted to charge for me not letting them block assist to my garage. I received several calls, in December I called the firm that represent His and Her Roofing they gave me ************** name. I called her. She tried to talk me into signing the paperwork, I told her no, and gave her a list why not. My case number for the company was FL 23-0115339-A322. I have asked the company to send me my portion of the insurance money that is due me minus the amount that state statue allows His and Her Roofing to collect. I called *********************** they said that His and Her Roofing cashed the check in December. This has gone on for several months now. Due to the fact I need to renew my insurance in February the company has stone walled my efforts. However, I have replaced my roof and am ask them to send my insurance benefit that a due me.

Customer Answer
Date: 02/28/2024
His and Her Roofing contacted me on the 18th of October saying that ***************** had settle my claim. When I ask the rep.,

how many boards the company would replace before there was a charge, he said one. That was a red flag for me. Then he asked me to give him my credit card for my deductible, without me seeing any paperwork. I told him I was not at home that we needed to talk when I got home. He said thar I would be contacted later. Their notary contacted me to set up a zoom meeting. While on zoom I had some questions. Somehow we got disconnected, and although she called back, we wasn't unable to continue. After going back on line to take a look a what they want me to sign and seeing the second page that said Owner Be Aware. I knew that I could not sign this contact. There was a place on their website asking if you would sign their paperwork. I answered no, then I received the call from the notary. On October19 I sent a email to the company that I would not be signing any paperwork with their company. They wanted to charge for me not letting them block assist to my garage. I received several calls, in December I called the firm that represent His and Her Roofing they gave me ************** name. I called her. She tried to talk me into signing the paperwork, I told her no, and gave her a list why not. My case number for the company was FL 23-0115339-A322. I have asked the company to send me my portion of the insurance money that is due me minus the amount that state statue allows His and Her Roofing to collect. I called *********************** they said that His and Her Roofing cashed the check in December. This has gone on for several months now. Due to the fact I need to renew my insurance in February the company has stone walled my efforts. However, I have replaced my roof and am ask them to send my insurance benefit that a due me.

Business Response
Date: 02/28/2024
Good afternoon:

Please accept this as His and Hers Roofing,LLC's response to the complaint submitted to the BBB by *******************************.

**************** signed an An assignment of Benefits with our company, This document was submitted to ************************************************** through a private firm. We hired to assist in getting this claim approved The assignment agreement and every provision within the document stems directly from the requirements of ******* Statute 627.7152.

Some time after the *** was submitted, and after the insurance company made its coverage decision, the private firm negotiated a large global settlement batch with this insurance company encompassing over 100 individual claims. ******************** claim was one of these. The parties came to a confidential settlement agreement over all of these claims. The release that resulted from these negotiations was 1 single document that listed every one of these hundred plus claims in a chart format. The release does not include,describe or reference a dollar amount to settle each of the individual claims.His and Hers Roofing, without breaking confidentiality demanded by the carrier's release, can explain how it determined a number suitable to resolve.We, along with our private firm, had several spreadsheets that indicated the dollar amount needed to replace the roof for each claim. Those numbers were combined, reduced by each of the claimant's deductibles, and sent as a large sum to the carrier to resolve as part of a global settlement conference. The final settlement amount approved by the insurance company, how they came up with their numbers, or any other details are both unknown to His and Hers Roofing, and confidential based on the terms of the release.

Following the settlement of her claim, His and Hers Roofing, LLC submitted to her a few documents, one being a notice of commencement. This is required in Hillsborough county to begin the re-roofing process. This was provided to her via email on October 11, 2023, wherein the email itself confirmed (1) the roof replacement was approved; (2) the anticipated commencement date; (3) the total of her owed deductible with a link to Hearth, a financing company; (4) an explanation of all documents attached;(5) a copy of the color confirmation that included the materials, amount for each, color of materials for home, timing of solar panel removal, and description of the warranties; and (6) HOA information for approval, if applicable.

******************** complaint states she believed the verbal confirmation of wood replacement was a "red flag". Lettered in bold in the color confirmation explains that the first sheet of plywood or the first 10 linear feet of decking is free. This is standard, so His and Hers Roofing, LLC is unsure what is problematic about this information. Second, she stated she was asked for her credit card information via phone for payment of her deductible but was not provided an amount beforehand. This is also untrue,as the October 11, 2023 email included both the amount and various ways of paying. Payment of her deductible could be done on the phone, but she was also provided with a link to a secure financial site to enter in payment herself.Third, the complaint mentions that during a zoom notary meeting, connection was lost. She admits that she immediately called back and she reviewed paperwork but appears to not have like the "be aware" language in it. This language prefices notices to homeowners about allowing access to the property,removing any lawn furniture to avoid damage, covering any pools to avoid clogs in the filter, etc. She then mentions a charge on her account to avoid blocking her garage. Detailed further below is the true conversation about **************** not wanting a dumper on her driveway, and our attempts to change the location free of charge.

**************** previously filed a complaint with the BBB that also included incorrect statements. First, she stated that the contract is immediately void within 30 days unless there is a notice of commencement. This is untrue. The large 18 pt bold font language on the back of her contract is a word for word requirement by the great ****************,which gives homeowners various ways of cancelling the assignment. The language does not void it. Additionally, to cancel, per ******* law, the homeowner needs to put in writing their desire to cancel. **************** did not do that. Second,she was unwilling to pay her applicable and mandatory insurance policy deductible. Failure to collect deductibles from insureds on an insurance claim can amount to insurance fraud and is a punishable crime against His and Hers Roofing to even try to waive the obligation. Third, **************** mentioned her communications with a "**************", who is a representative employed by His and Hers Roofing. The statements included in ******************** complaint are untrue. ************** attempted to assist with logistics, not with cancellation as ************** is not part of our cancellation team. **************** and ************** discussed location of materials during installation, and **************** was concerned when she learned that we traditionally place the required dumpsters on the driveway. She did not want her drive way blocked, and ************** explained that to prevent damage to lawns and surrounding shrubbery, it's placed on the driveway; however, with a waiver to any lawn damage from the dumpster, His and Hers Roofing could place the dumpster on the lawn adjacent to the driveway. Finally, **************** stated that she was owed $18,500.00 from His and Hers Roofing. Unfortunately, no one in our office is able to understand where she obtained this number. Because we were not able to physically show her the settlement release to confirm the amount allocated for her claim, we had her speak with several people, both with our company and representing our company, to confirm her claim resolved for much lower than her represented amount. His and Hers Roofing is happy to provide her all of the funds that were allocated to her claim from the settlement, and we've previously attempted to do so.

We're unsure the reason for this second complaint as a number of statements are categorically false, similar to those found in her first complaint. It appears **************** is using various methods provided by the **************** to obtain money improperly and in breach of her contract with His and Hers Roofing.

*************************, Esq.
General Counsel for His and Hers Roofing, LLC
515 **************** | *******, ** 32805
office: ************
direct: ************
Customer Answer
Date: 03/13/2024
No one from His and Her Roofing has told me that it was required for me to put it in writing, to receive my funds. Although, I did send an email stating months ago that I no longer choose to do business with them. In that email, I ask them to send me my funds. Basically, I have not received an email or phone call from them in months. Now, I notice the response from the company has a different lawyer name is the response. Why? Now, she states that she's not on the team that handles funds. Also, she has not bother to reach out to me concerning this matter. Although, she has my information. I called yesterday and no one answered the phone. This was @ three-thirty in the afternoon. My solution is that I'm going to send them a certified letter ask for them to send me my insurance proceed. I will put the letter in the mail no later than tomorrow and send a copy via to BBB of the letter and receipt. I'm wondering what will be their next excuse. ****************
4:54
Customer Answer
Date: 03/14/2024
No one from His and Her Roofing has told me that it was required for me to put it in writing, to receive my funds. Although, I did send an email stating months ago that I no longer choose to do business with them. In that email, I ask them to send me my funds. Basically, I have not received an email or phone call from them in months. Now, I notice the response from the company has a different lawyer name is the response. Why? Now, she states that she's not on the team that handles funds. Also, she has not bother to reach out to me concerning this matter. Although, she has my information. I called yesterday and no one answered the phone. This was @ three-thirty in the afternoon. My solution is that I'm going to send them a certified letter ask for them to send me my insurance proceed. I will put the letter in the mail no later than tomorrow and send a copy via to BBB of the letter and receipt. I'm wondering what will be their next excuse. ****************

4:54
Business Response
Date: 03/15/2024
As stated in our previous response to ******************** complaint, we are happy to refund the allocated funds to her based on the settlement with her insurance company. A copy of the response with check number 2493 totaling $15,002.75 was labeled a few moments ago to be placed in the mail by end of day. Tracking for that certified mailing is certified mail tracking # **** 0710 5270 0975 6525 84. Please provide the **** website with 24 hours or so to show the tracking status. Should ether the BBB or **************** have any further questions, they can be sent via email to **************** or called in to phone number **************.
Customer Answer
Date: 03/18/2024

Complaint: 21294768

I am rejecting this response because: please see attached document

Sincerely,

*******************************
Business Response
Date: 03/19/2024
The attached document received as part of the complainant's rejection was a handwritten letter, partially viewable, that requests her funds back and threatens a BBB complaint. We've already mailed the funds to the complainant and a copy of the check with the tracking was provided in a previous response.
Customer Answer
Date: 03/20/2024
I am willing to except the check from His & Her Roofing for my roof and put this case to bed. Which should have happen months ago. Thank you!

Customer Answer
Date: 03/21/2024

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.
I am willing to except the check from His & Her Roofing for my roof and put this case to bed. Which should have happen months ago. Thank you!

Sincerely,

*******************************
Initial Complaint
Date:11/25/2023
Type:Product 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.
His and Hers roofing obtained money from my home insurance company to replace my roof; they claimed that they received a little over $13,000 instead of the $18,868.69 they tried to sue my insurance company for

They never provided me with any documentation of how much money they actually received from my insurance company. After reading many negative reviews from other His and Hers roofing clients, I decided to cancel their services and hire another reputable roofing company

Then one day, one of their reps, Josh, called me and left a voicemail saying I would not be receiving any money because of cancellation fees, attorney fees, etc, etc

I would request that H&H roofing company return some of the money that they obtained from my insurance company. I hope BBB is able to help
Business Response
Date: 11/27/2023
I'm not sure where you are getting these figures because they do not match at all the claim settlement. The total settlement for the claim was $6000 of which the attorney fees of $3500 would come out. As stated in the email that was sent to you on 11/11/23 you will be getting a return amount of $2500.00. Please respond to that email as requested and the check can be scheduled for processing.
Customer Answer
Date: 12/07/2023
I did not have access to a computer, therefore I was not able to respond on time. Please reopen case.
I read the following message from the respondent:
"I'm not sure where you are getting these figures because they do not match at all the claim settlement. The total settlement for the claim was $6000 of which the attorney fees of $3500 would come out. As stated in the email that was sent to you on 11/11/23 you will be getting a return amount of $2500.00. Please respond to that email as requested and the check can be scheduled for processing."
I never received and email from respondent about a refund of $2500. I am requesting that HIS&HERS roofing ** send a paper check to this mailing adrress: ********************************************************
Customer Answer
Date: 12/12/2023
I did not have access to a computer, therefore I was not able to respond on time. Please reopen case.

I read the following message from the respondent:

"I'm not sure where you are getting these figures because they do not match at all the claim settlement. The total settlement for the claim was $6000 of which the attorney fees of $3500 would come out. As stated in the email that was sent to you on 11/11/23 you will be getting a return amount of $2500.00. Please respond to that email as requested and the check can be scheduled for processing."

I never received and email from respondent about a refund of $2500. I am requesting that HIS&HERS roofing ** send a paper check to this mailing adrress: ********************************************************
Business Response
Date: 12/15/2023
Attached is proof of the email that was sent by HHR to confirm the return amount. We will accept this communication as acceptance of the return.

Check # **** in the amount of $2,500 will be sent to ***************************** at *********************************************************************** via certified today with tracking # **** **** **** **** **** 86. Please note this tracking # will not pull anything until later tonight.

Customer Answer
Date: 12/23/2023
I have not received a certified letter as of 12/23/23. This case cannot be closed until check is received and cashed by the bank; will provide update once that happens, thank you!
Customer Answer
Date: 01/03/2024

Complaint: 20914977

I am rejecting this response because:I have not received a certified letter as of 12/23/23. This case cannot be closed until check is received and cashed by the bank; will provide update once that happens, thank you!

Sincerely,

*****************************
Business Response
Date: 01/03/2024
The cerified letter containing the check was shown as received at the address on 12/30/2023.
below is the tracking number.
9589071052700737269586

Your item was delivered to an individual at the address at 10:01 am on December 30, 2023 in *******, ** 32738.

Customer Answer
Date: 01/03/2024
Case can be closed
Thank you so much BBB for your intervention !!!!
Customer Answer
Date: 01/03/2024
Case can be closed

Thank you so much BBB for your intervention !!!!
Initial Complaint
Date:11/17/2023
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.
A salesman for His and Hers Roofing knocked on my son's door, totally unsolicited, and told him they could replace his roof if he signed a document giving the roofing company permission to file a claim with his insurance company. There is a house and a detached garage on the property and a claim was filed to do both roofs. Later the roofing company contacted my son and told him the insurance claim had been collected and he had to pay the deductible amount of $4760. I don't know if this had been explained to him before the process started, but he didn't have that money and he asked me if I would pay it. I was suspicious of the entire situation and asked to see the paperwork he's signed. All he had was the assignment of rights the roofing company had him sign to go after the insurance money. There was no contract stating exactly what the work entailed. At this point I didn't feel like there was any going back since they'd already sued and collected the insurance money, so I agreed to pay his deductible. But I insisted on meeting with the salesman, whose name is Austin, before I paid. I asked Austin point blank to confirm that they were replacing the roofs on both the house and the garage, and he confirmed that they were doing both. But he lied to me because when they came out to do the work, they only did the house. My mistake was not insisting on getting his commitment in writing. I have never dealt with a roofing company who doesn't provide a contract, but it is obvious they avoid putting anything in writing so they can then later do as much or as little work as they want. When I contacted them about this issue, they said the insurance company only paid to reroof the house. If that is the case, we should have been told before I paid them the deductible money. The possibility of getting only half the job done was never suggested or discussed with us. This company has very shady, if not outright fraudulent business practices.
Business Response
Date: 11/28/2023
We are sorry but we don't see your name anywhere on the policy for this claim so we are unable to discuss this matter with you in detail. According to our records we have spoken with the homeowner/policy holder and explained the situation to them and they were understanding. If the policy holder/homeowner has concerns they are free to contact us to discuss this further.
Initial Complaint
Date:11/07/2023
Type:Customer Service 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.
The bottom line is that His & Her Roofing has been paid out by my insurance company. My insurance company has paid out over $10,000.00. Something is not adding up. I am not well educated in terms of roofing laws. I do know that not one square inch of work has been done on my home. Not one square inch. My home is getting more damaged with the rain and heat. I've called His & Her Roofing. Spoken to numerous high ranking people. I have called their lawyer Mr. ****** ** ****** *********. I have just been giving me the run around for several months. I need help resolving this matter. I have considered canceling contract. They have threatened to take 20% of the money that has been paid out to them. I'm questioning how could they take 20% without doing any type of work to my roof. I would like my roof replaced or a full refund. I need to have roof replaced by them or another contractor.
Business Response
Date: 11/16/2023
We apologize this process has dragged out as long as it has but that is not due to lack of effort on our part. Every insurance claim is different and while some can be resolved in a matter of days other can take much longer. We are still trying to get in contact with the carrier in order to resolve this so that we can do the job as promised. We would ask that you be patient a little while longer so that we can try to work this out to your satisfaction. If that is not possible contact our office and we can go over the necessary steps if you are no longer wanting to proceed.

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