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Complaint Details
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Initial Complaint
10/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Your complaint case number is b13c1b5f-4594-11ed-b489-0e63a05a1194. Here is the link to your case - ****************************************************************************************************************** attach the additional information is being requested from Elite Roofing and Restoration that they cannot provide.I have listed the items pending and reasons why. Please review with your contractor REJECTED SUPPLEMENTS:* Additional SQs on remove and replace of shingles-RV measurements used on roof measurements * Additional starter we allow for the ***** unless on ***** prior to repairs no supporting photos * Separate line and charge to remove the ridge cap it is accounted for with the removal of the shingles * Additional line for the removal of the drip edge - no supporting photos on home prior * Caulking rubber - accounted for within our line items * Ice and water - not code if on home prior will need supporting photos showing on home * Remove flat exhaust vent and replace - no supporting photos * Flashing pipe **** lead - no supporting photos * Valley metal remove - accounted for with tear off * Valley metal replace no supporting photos * Remove continuous ridge vent - accounted for with tear off * Permit fee- permit not attached * Reset of the solar panels - insured stated that she is not having them put them back on homeCustomer response
10/24/2022
From: ***************************** <********************>
Date: Mon, Oct 24, 2022 at 9:41 AM
Subject: Fw: BBB Complaint Case# ******** (Ref#***-90713884-********-6-321)
To: *************************************** <***************************************>
Cc: me <********************>
Good morning ******************,
Liberty Mutual told me they would touch base with me every 7 days; they are still reviewing the claim.
Thank you in advance,
*****************************
PH: ************
Email: ********************
Business response
11/09/2022
*******************,
My name is ***********************, owner of Elite Roofing and Restoration. After personally looking into this complaint I think there must some some confusion or miscommunication about this project or the interactions we have had with your insurance company. Your project and dealings with your insurance company has been addressed per our normal due process without any delays that we are aware of. Please contact our office directly if there is something unsatisfactory that you need help with and we will certainly take care of it for you.Business response
12/09/2022
*******************,
My name is ***********************, owner of Elite Roofing and Restoration. After personally looking into this complaint I think there must some some confusion or miscommunication about this project or the interactions we have had with your insurance company. Your project and dealings with your insurance company has been addressed per our normal due process without any delays that we are aware of. Please contact our office directly if there is something unsatisfactory that you need help with and we will certainly take care of it for you.Customer response
12/12/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Email sent 11/19/22, to Elite Roofing and Restoration and Liberty Mutual have gone unanswered. Email sent 12/08/22, again to both companies, no response from Elite. On 12/09/22, I receive a call from Liberty Mutual, a ***************************, ph# ************, said my claim was just turned over to her, per the information she has they are still waiting on information from Elite. My email to Elite 12/08/22, is a breakdown of payments they receive from liberty mutual the totals estimate they agreed upon, and the total payments Elite receive including my deductible. My email on 12/08/22, I informed Elite that Liberty Mutual receive 2 estimated supplement bills with different amounts. I asked that they send a final bill/the supplement bill excluding the original estimate amount they accepted per the signed agreement. What liberty mutual is asking for is their final bill/tear off bill with proof/photos to support their claim. Note: My solar panels were not put back, the solar water heater was disconnected by Pinch A ***** 10/04/19, and my gutters were not removed, but was damaged. Those items need to be removed from the estimates they sent Liberty Mutual. (Photos of my roof taken 10/03/22, will be sent under separate cover. It will show shingles lifting, instead of Elite addressing the lifting shingles, I was threatened, that "the warranty on the roof could be nullified". Email from Elite stating that they used a "drone" 10/28/22, to inspect my roof while I was not at home, a Friday evening when it was raining very hard for several hours, the visibility driving was difficult, yet they see fit to go on my roof without me knowing, furthermore, using a "drone". I believe there is a ******* drone law for private property. Is Elite allowed to go on my roof whenever without my knowing? Proof of payment history, photos and email correspondence will be sent under separate cover for BBB review of my complaint. I do not know how to express this to Elite anymore, Liberty Mutual is waiting for the final bill/supplement bill after tear off, with proof/photos to support the claim. EXCLUDE THE ORIGINAL ESTIMATE YOU HAVE BEEN PAID FOR. Why not provide the information being asked for? Why place a lien on my property? I do not have the information Liberty Mutual wants. RELEASE THE **** ON MY PROPERTY. Thanks, *****************************
See Attachment/File: Supporting DocsCustomer response
12/13/2022
Good evening ******************,
The attachments are part of my response sent just now. Unfortunately, the business response is not satisfactory. I am not sure if the information I am sharing with the BBB would create any harm for me, but I feel you need to have the proof from my side in order to help me finalize this issue with Elite Roofing and Restoration and Liberty Mutual. A lien was placed on my property 09/09/22, by Elite Roofing when the issue is between Elite and Liberty Mutual. I do not have the information Liberty Mutual is asking for. See attached the information being requested. The photos of my roof taken 10/03/22, will be sent separately, I have to create a pdf file.
Thanks in advance,
*****************************
PH: ************
Email: ********************Business response
01/10/2023
To my understanding, there was a miscommunication between the homeowner and my project manager regarding communication with the insurance company and the documents they were requesting to close the claim. My project manager has informed me that everything has been settled with the insurance company and communication was reestablish with the homeowner and everyone is on the same page on good terms with this project.Initial Complaint
02/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
From: ************************************* Date: Fri, Feb 4, 2022 at 12:41 PM Subject: Need resolution To:******************************************** Hi ******* this is ****** and*************** from ****************************************** we had new shingles and gutters put on our house.I received a check from my insurance company and needed Alberto from Elite roofing 601 Lake Minnie Dr, Ste 4026 Sanford Fl 32773 407-409-8875 to sign it. He said he would not because then our mortgage company could cash and put towards our mortgage there I sent it without.The check was returned to me with a letter saying he needed to sign, I called Alberto and he took the check to be signed at the office on 1-12-22.I have called him, the office and text with no response. Just need help with a resolution. Thankyou for any support you can help us with ******* as we do not need any lean or problems with this company.Business response
02/22/2022
Business Response /* (1000, 5, 2022/02/09) */ I have just been made aware of the issue and I am personally taking care of it. This is a simple matter that will be easily resolved.
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2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.