ComplaintsforHomestate Adjusters, LLC

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Recently we noticed our crown molding in our living room was damp. We called a contractor who diagnosed this issue and informed us that whoever did our roof, was negligent. "They left a mess up there" and instead of replacing flashing, tried to fill in where flashing is supposed to be with silicone. This roof has been slowly leaking for six years because of the shoddy work. Our living room wall, when opened up is completely rotted . It is $8,000 of damage. I have since had several other estimates and have been told over and over, this is the result of the roofers poor workmanship. Thank goodness we finally discovered it. ****** the owner admitted he did not replace the flashing because insurance did not cover it. However, he refuses to acknowledge that he did not put back the flashing that was there originally when I have pictures clearly showing it was there before they started the work. Now I have to find a roofer to check the entire roof because I am fearful I have other leaks. Never once did the supposed expert, tell us that he was not putting back the necessary pieces of our roof. This is like a dentist not finishing filling a tooth because insurance doesn't cover it. He just left telling us our roof was complete. He is obligated to leave our roof completed and with the pieces that were there before he ripped them off. How do these criminals have an A+ rating? They are liars, scammers and unethical at best. A total of 4 contractors/roofers have said this is their fault. ****** said he would charge us $250 to come look at his mistake? BBB has to do something about this. I checked here before hiring them.

  

  Business response

  12/29/2022

  This is in response to the BBB Complaint # ********. Homestate replaced (***********************) customers roof 6yrs ago through the insurance for hail damage. The customers complaint regarding a roof issue was received on 11/30/22.  On the same day, Homestate complied and called back the customer right away and went to customers property address to take initial assessment and photos of the issue. As per our company standard policy for roof issue or repair calls, Homestate charged our customer who are outside Labor warranty a flat fee of $200 to pay for an independent sub-contractor to come out and perform roof evaluation. If the cause is roof-related issue the $200 initial fee collected will go towards the roof repair which includes Labor, Material, Transport/Handling fee & tax. Despite customer refusing to pay the fee ********************** still schedule an independent roofer to inspect their roof. During the roof evaluation, it was found that the possible cause of the leak may have been in the flashing. We informed the homeowner that Homestate only replaced shingles and its necessary roof components and that their insurance at the time did not pay for the flashing since the insurance adjuster had confirmed that the metal flashings didnt have hail damage, and it was salvageable during roof replacement so flashing was left as it was originally on the roof. Homestate believe that the roofer did not take out any metal sheets that roofer was not paid to do so, as it was unnecessary for roofer to remove flashings without the material available plus it cost roofer additional man power & labor hours. Out of good faith, Homestate initially offered to do the repair to the roof flashing but homeowner wanted Homestate to repair the interior as well. Since homeowner is already outside warranty and the leak is coming from an area that is outside our scope of work, Homestate is not responsible for repairs.
  Homestate is a locally owned business for several years, completed thousands of roofs in the greater suburban ******* area and have been successful with our customers in the repairs and replacement of their roof and that we always thrive to consistently keep a good faith to our customers. 
  

  Customer response

  01/08/2023

   
  Complaint: 18619699
  
  I am rejecting this response because: The response from the business is untrue. The owner of Homestate did not send an independent roofing company to assess the issue nor did he come out himself. He sent a person that works for him exclusively and often. I have attached a photo taken by one of the contractors we hired to give us an estimate on repairing the roof and the damage inside our home caused by the poor workmanship of Homestate . The photo shows the missing flashing that was replaced with clear silicone. Homestate Adjusters never informed us they would not replace the flashing they removed and had replaced it instead with the silicone filler that leaked. According to the actual independent contractor, the silicone would never prevent the slow leak that has been occurring for the past six years. Homestates argument that our insurance company would not pay to replace the flashing is irrelevant. Homestate was obligated to inform us that the roof would leak and not just take the insurance money and leave a hole in our roof. We have photos showing flashing was in place before Homestate worked on our roof. Where is it? Homestate removed it. They were supposed to put it back on. The insurance company would not pay for new flashing but the existing flashing should have been put back on. The damage in our living room wall is emphatically coming from the poor workmanship of Homestate. 
  
  Sincerely,
  
  *****************************

  

  Business response

  01/17/2023

  Homestate did send out an independent contractor who also met with the homeowner at their property to inspect their roof. The Independent contractor (not affiliated to Homestate) informed us that the leak was coming from the flashing. The flashing was not part of our scope of work that we performed on the homeowners house 6yrs ago. Homestate does not believe we removed any existing flashing because the homeowners insurance company did not pay for it.
  Homestate went over scope of work of what's being replaced when signing the production paperwork with the homeowner. Our warranty only covers the work written in the production contract. The interior leak is coming from an area that Homestate did not perform work on. Because the area of the leak is not part of our scope of work it is not covered under our labor warranty.

• Initial Complaint

  07/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 23rd *************************** representing Homestate Adjusters approached my wife ***** about replacing our roof due to hail damage. ****** presented *** with a contract to sign in order to have an inspector evaluate our roof and submit their findings to ******************* ****** told *** that the fee for these services if we were approved for a new roof and opted to use another roofer would be only $1,000 rather than the 10% fee outlined in the contact. ****** stated that we would receive two other estimates for the roof repair from other companies other than Homestate Construction as outlined in the contract. Outlined in the contract was that Homestate Adjusters would not take the insurance check if the repairs had been approved. Allstate has approved our new roof. Homestate Adjusters had the insurance check sent to their office and never provided quotes from other roofing companies. We have confronted them several times by phone and in person (6/28) asking where the checks were and where our quotes from other roofers were, but never received either. Instead on 6/28 ****** pushed that we sign another contract to give them the roofing project and ignored our requests for the check and the other roofing quotes stating that they would earn our business. Homestate is now holding our repair check hostage until we agree to pay 10% of the total to them, totaling $2,825.86. On July 5th we received an email from *** of Homestate group after our conversation in which I laid out the violations of the contract and the lie told by the sale person to get my wife to sign the contract. *** stated that she would send the checks to our house by certified mail by 7/6, we still have not received them. When we stated that we were contacting the BBB on 7/5, *** provided the names of two other roofing companies we could contact for a quote after stating that Homestate apologizes for not honoring the contract and not returning our previous calls to the office or our checks.

  

  Business response

  07/22/2022

  This is in response to the BBB complaint # ******** that was filed by *********************** of their complaints regarding the 10% Public Adjuster Fee,Insurance check mail and the 3rd Party Contractors Estimate.

  
  1. Homestate Adjusters Public Adjuster Fee has always been 10% as in the contract. On April 25, Homestate Adjusters inspected Mr. ***** ************ property and the Public Adjuster (***************************) found enough hail damage for homeowner to qualify in their insurance claim on hail damage. ****** presented the Public Adjusters contract to ***************** that allows Homestate Adjusters to file and represent Mr. ***** ***************** on their claim. Prior to sign up, ****** explained that theres only a 10% public adjusting fee if we get their claim approved and homeowner decides to use a different contractor. This was made clear to ***************** from the beginning prior to signing the contract. Public Adjusters contract signed by ***************** does not mention anything about $1,000 PA Fee.
  
  2. Between April 25, 2022 (Claim filed) to June 2, 2022 (Date of Inspection), Mr. and ***************** never informed Homestate Adjusters/ Public Adjuster ****** of their concerns about the 10% PA Fee in the contract. During this 6-week period prior to the inspection date scheduled, Mr. ***** ***************** have plenty of time to read, dispute or question the PA contract. The first time ***************** complained about 10% PA Fee was only after they got their full roof replacement approved by their insurance.
  
  3. Insurance Check mailing delivery.
  Homestate informed homeowner that we have no control of where Allstate mail the check payments to, however we had advised Allstate to mail checks to Mr. ***** ************ address.
  We disagree with Mr. ******* accusation of holding their repair check hostage since no one can deposit insurance checks without proper endorsement from all parties involved in the claim.
  Homestate told homeowner that we will endorse over the insurance check once they pay 10% PA fee, however when homeowner refused to pay PA fee, Homestate certified mail the 2 checks to the homeowner on July 6th.  As proof, attached copy of **** receipt and tracking history (**** tracking # **** **** **** **** ****). On July 15th, the mail was unsuccessfully delivered to ******* residence due to no authority available to receive it, so we texted *************** on July 16 to notify him of the pick-up notice left by Postman in their house and we also emailed **************** for follow-up. As of this writing (July 22) the 2 checks in the mail are still waiting at the **** Plainfield office until end of this month for **************** to pick up.
  
  4. Homeowner requests for 3rd party Contractors estimate.
  As part of our process homeowner must allow some time for Homestate Adjuster to first receive the latest Scope of Work from Insurance, then for Homestate to schedule ***** meet with homeowner to review in detail the latest scope of work to their satisfaction, next step and recommended service provider.  This rush expectation for 3rd party estimates is not realistic to our process since we did not receive the latest estimate until June 24th.  By then ****** immediately scheduled ***** met with homeowner on June 28th to review scope and a few days later homeowner called the office and left voicemail on July 1st demanding for the Release Letter. Within that short period, homeowner already complained about the 10% PA ************** checks and 3rd party Vendor estimates. Furthermore, the PA contract does not state deadline for 3rd party Vendor estimates since it all depends on when the last revision of the scope of work from the Insurance is approve ***** receive in our office, and the time it takes to coordinate the 3rd Party Contractors' onsite visit to do their estimate and bid for the homeowner.
  
  Below timeline of how long it took Homestate to negotiate and acquire Mr. ******* Estimate from ****************** Company,
  ***** June 6th - received 1st scope, Allstate denied the hail damage claim w/o payment
  ***** June 10th received 2nd revised scope, after numerous back ***** forth with Allstate and emailing them the storm data, Homestate finally able to get homeowner covered for Full roof replacement but minimum of exterior items were only paid for.
  ***** June 24th - received 3rd revised scope. After sending in our own inspection exterior photos, we were able to get additional items paid for Mr. ******* claim such as additional repair item to the Garage door, Window Wrap Casement, and Downspouts amounting to $33,306.82 of Total replacement cost value (RCV) payment.
  
  Our contract clearly states 10% PA Fee and there are no signed contract stating the PA fee is $1,000, as for the Insurance checks mailing process, this is within ***************** internal process and not within Homestates control, and as for follow-up response, Public Adjuster (******)had been diligent in his phone calls and scheduling meeting with the homeowner for updates of their claim, and our office admin (***) returned Mr. ******* call on July 5th (after a 4th July weekend) regarding the voicemail he left on July 1st  then followed by email afterwards. Homeowner were also provided list of 3rd party contractors to do estimates but Homestate didnt get response for permission to schedule their onsite visit to their property, and lastly, we also Certified Mail the 2 insurance checks on July 6th after homeowner refused to settle 10% PA fee.  
  
  At this point, we have done as much as we could to work amicably with the homeowner, since Mr. ***** ***************** no longer wants to use Homestate professional services after we got their full roof replacement approved and paid by their insurance, Homestate only request that they pay 10% PA Fee as stated in the signed Public Adjusters contract to settle this matter. Thank you.
  
  
  
  Kind regards,
  
  ***************************
  Homestate Adjusters Representative

  Customer response

  07/28/2022

   
  Complaint: 17574197
  
  I am rejecting this response because:
  The response by the business details their involvement in working with me after I notified them that I would be reaching out to the Better Business Bureau.  The efforts of this roofing company to avoid living up to the contract they mention has been extensive.  Threatening to withhold the insurance company checks until we pay them 10% for services that were not provided should invalidate any response this company provides.

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

  

  Business response

  07/29/2022

  Complaint: 17574197
  ********************************************************************************** was hired by the homeowner to represent them in their claim with Allstate to ensure they get proper coverage for hail damage items. Homestate Adjusters and Public Adjuster *************************** filed the claim, scheduled adjustment, climbed steep roof with Allstate Ladder Assist and inspected exterior for additional damages. Originally the claim was denied due to the insurance having no storm data that hail hit the property within the policy period. After doing our own research and due diligence, sending the insurance hail maps, Homestate Adjusters was able to successfully get homeowner approved for the full roof replacement. After the roof was approved Homestate Adjusters and Public Adjuster *************************** continued to work on claim by sending ****************** photos of missed damages to exterior items around the property. After continuous calls and emails to Allstate, Homestate successfully got exterior items approved. Then only after the roof was fully approved and additional items such as garage doors, window casements, and downspouts were added to the Allstate estimate did the homeowners question the contract they signed. Homestate Adjusters Public Adjuster Agreement clearly states there is a 10% Public Adjuster Fee if claim is approved, and homeowner decides to use a different contractor. The homeowner claims the fee is $1,000 but no where in the paperwork they signed states this. We certified mailed the insurance checks to the homeowner, but **** said checks were undelivered because there was no authorized recipient. We emailed homeowner informing them checks are at the **** post office but received no response. We would like to resolve this matter amicably with homeowner and are hoping they will honor the contract they signed.

  Customer response

  08/01/2022

   
  Complaint: 17574197
  
  I am rejecting this response because: The Homestate group continues to ignore the fact that they did not honor the contract they highlight in their prior response.  At no time, despite several requests, did the Homestate group provide other quotes for the work with other roofing companies as outlined in said contract.  At no point did they return the insurer checks sent to them despite numerous requests.  ******, the salesman at the center of this ordeal, when asked about the other quotes and checks replied that he and homestate would earn our business rather than provided the requested material during our face to face meeting on Tuesday, June 28th.  ****** had been contacted prior to this meeting and explicitly told to bring the quotes from other roofers and the checks.  Instead ****** tried to pressure us into signing a work contract for the Homestate roofing company.  We refused to sign any additional paperwork as ****** failed to delivered the agreed upon quotes and checks.  Only after the mention of our intent to file a complaint with the better business bureau did the agents of Homestate look into our requests.  Prior to this all our efforts were ignored.  We would like to move forward with this complaint so that this company can no longer scam consumers and funnel business to their subsidiary at the expense of the consumer.  
  
  Sincerely,
  
  ***********************

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