ComplaintsforJoseph-James Enterprises, Inc.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: 9/5/2023 Amount of money given to business: ****** What the business committed to provide: Everything stated within the State Farms Summary of Loss. I can provide copies if necessary. Only the roof has been replaced to date.What the nature of the dispute is: ******, the sales rep from *********************** Enterprises has failed to respond and complete the repairs on outhouse. Sales person ****** has continually not been in contact with us to get the repairs of our house completed. Only the roof has been repaired and not the siding or gutter. I have text messages where we have continually tried to get an answer from him.

  

  Business response

  02/06/2024

  My notes from my call with ***** on

  1/22/2024 1:53:39 PM:  Homeowner called me asking about the status of her repairs and why ****** didn't have them in for her. I called ****** and he said she would be an add on for her siding and gutters. He was trying to get the whole dwelling approved and only the rear is approved for siding. I explained to her we could do the rear elevation of siding and what they approved for gutters and she would have to pay the acv funds for that and we could proceed. The homeowner demanded ****** and I to write her a letter of apology of why her siding will not be a full approval and why it was not done. ** is also requesting field reps training manuals and a letter of their daily duties and that if I don't comply with her requests, she is filing a complaint with the BBB and writing bad reviews. I tried several times to find a desired resolution for her and she stated I must comply with her requests and hung up on me. 

  The homeowner received a refund check in the amount of $4,538.27 on 10-24-2023

  The insurance company had only approved one elevation of siding. As verbally explained to the homeowner, We can not provide full replacements of installation on partial approved elevations for no additional money. At this point, the homeowner has paid her balance and received a refund for additional money for work we were not doing that was not fully approved by the homeowner. 

  Customer response

  02/06/2024

   
  Complaint: 21187742
  
  I am rejecting this response because: after reading the response there are some points that need to be cleared up. 

  Homeowner called me asking about the status of her repairs and why ****** didn't have them in for her. I called ****** and he said she would be an add on for her siding and gutters. He was trying to get the whole dwelling approved and only the rear is approved for siding.

  My response: We didnt ask for the whole house to be approved for siding. ****** pushed the issue and we just thought this was the process.  Im not sure why he didnt submit to the office all the repairs that were approved from State Farm in the beginning.  He only submitted for our roof to be replaced.  When I asked the office *******, she said she wasnt sure why he did what he did.  ****** hadnt even placed an order for our siding in Jan 2024.
  
  The homeowner demanded ****** and I to write her a letter of apology of why her siding will not be a full approval and why it was not done. 

  My response: This is not true.  I asked for an apology due to the miss communication & lack of communication between ****** (our Sales rep) the office staff and us) and the lengthy time is has taken to get this far in the process.  (I have txt messages between ****** and I that were over 30 days old. The date of the singed contract is 6/15/2023and we are in January of 2024 and we still didnt have the back of house/siding replaced. 
  

  HO is also requesting field reps training manuals and a letter of their daily duties and that if I don't comply with her requests, she is filing a complaint with the BBB and writing bad reviews.

  My response: This is not true.  I asked for invoices for the materials that were purchased for our roof replacement. Im trying to understand how much it costs to repairs the roof after being told they don't do estimates. They do agree to repairs/replace whatever the insurance companies submit.  We gave them $27,534 and they returned $4,538.  That means they changed $22,996 to replace our roof?
  
  The insurance company had only approved one elevation of siding. As verbally explained to the homeowner, We can not provide full replacements of installation on partial approved elevations for no additional money.

  My response: Again, we arent looking for a whole house replacement, never asked for itRobert pushed the issue.  We are fine with the back of the house being replaced (siding) with the sample siding we received.
  
  she is filing a complaint with the BBB and writing bad reviews. I tried several times to find a desired resolution for her and she stated I must comply with her requests and hung up on me. 

  My response: I told the officer ******* that it appears we cant come to a resolution (after telling her we wanted the one side of the house completed.)  and Ill submit a complaint with the BBB.  I didnt say 'if she didnt comply with my request Id write a bad review'.  I did hang up on her as I felt myself getting frustrated and her laughing at me when I asked for an apology.  
  
  Sincerely,
  
  ***** *****

  

  Business response

  02/18/2024

  At this time, *********************** Enterprises has finished the contracted work in full for the full roof replacement. All proceeds for the roof replacement paid by insurance has been collected and paid in full. We will not be proceeding with any additional work with Mrs ***** and it is in both parties best interest to part ways 

  Customer response

  02/23/2024

   
  Complaint: 21187742
  
  I am rejecting this response because:  We have a signed contract that *********************** Enterprises would do ALL of the work, at the price State Farm has in their estimate.  I believe this company is choosing to neglect their responsibilities as a business by not honoring the contract.   It's unethical that this company is allowed to walk away from its obligations to honor a contract. Also, they chose not to do the roof repairs at the agreed price of $19,298.25 that State Farm submitted ..and we were over charged by $3663.44. (State Farm has the roof repair cost at $19,298.25, we gave them $27,500, they returned $4,538.27).

  Additionally, we have asked for receipts that hadn't been provided. (Which I stated earlier as well.). We weren't provided a written estimate that included a description of the work with starting and estimated completion dates and the total amount. According to the ******** General Assembly website, every consumer should receive a written estimate.

  A homeowner shouldn't have to go thought so much trouble and met with resistance (I have the txt messages to prove this) to receive the home repairs expected in accordance with a company's contractual agreement.

  Sincerely,
  

  ***** *****

  

  Business response

  02/27/2024

  Despite what the homeowner has said, *********************** Enterprises has fulfilled their end of the contract and for what insurance has paid for the project. The homeowner was not over charged for any amount at anytime. *********************** Enterprises will not be working with Mrs ***** on any future projects. 

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *********************** enterprise's sales rep ************************ came knocking on my door 8/8/2023 to tell me that after a hail storm we had he could help me to file a claim with my home insurance for roof replacement. I asked him for a quote, but he said they don't give quotes, they only take whatever the insurance approves. The insurance sent me paperwork approving the claim, and I told him I thought the insurance only approved for part of the claim because the way it read showed net claim $4,292.91; he asked me to send him the paperwork the insurance sent me so I did. He contacted me and we met to go over the paperwork, and he stated that the insurance had approved everything that we just needed to provide receipts so the insurance could send the rest of the money, covering a total of $13,058.97. But he took the check the insurance sent in the amount of $4,292.91. He told me I was going to get my house's roof, garage's roof and shed's roof as well as my gutters and a couple pieces of siding again he told me this after he reviewed the paperwork the insurance sent. As of today, only my house's roof has been replaced, but they want payment in the amount of $14,340.88 they are now stating that the insurance didn't approve the garage nor the shed. And the gutters and siding were not worth their time, but they could just refund me that money once the insurance sent it, and I could spend it however I wanted. I have talked to *****'s supervisor ****, who agreed to replace only the gutters but when I asked about my garage and shed's roof, ********************* called me and told me that whatever ***** told me was irrelevant, and that if I didn't pay the $14,340.88 that she will just send me her attorney. The job is not done and nobody in the company wants to take ownership of what the sales person promised to do.

  

  Business response

  12/15/2023

  *********,

  Per our conversation and signed contract, we are not obligated to do work that was not paid for in full, and for free. 

  These are tough times right now.  You have stated that to pay your balance due for the work we completed, that you wanted us to tear off and replace the roofs on your garage and shed, at our expense. Then you threatened to call your attorney and that if we didn't provide free work on the structures that you were "going to make our lives miserable"

  Please contact the office at ************ to pay your balance in full or to contact our attorney. 

  Customer response

  12/15/2023

  Complaint: 20993028
  
  I am rejecting this response because: I never asked for them to give me anything FREE. They are charging 14,340.88 for the house roof only! That amount exceeds what the insurance approved. Other local contractors quoted $11,000 for the house roof only. But *************************** refused to give me a written estimate because they said they only charge whatever the insurance approves. (But the amount they are charging is more than what the insurance company approved).

  The sales person, *****, asked me to email the papers the insurance sent, and after he reviewed  them he told me everything had been approved, they were going to fix my house roof, the garage and shed. As well as my gutters and some pieces of siding. Also, other contractors told me that my siding was discontinued, but *************************** assured me they were going to fix my siding because they were such a big company they would be able to fix my siding without a problem. I was also told by the sales person that the project would be done in a month, after 3 months of me calling and texting every day finally the house roof was done, but not my siding nor gutters nor my garage or shed. Then after a month of persistent calls I was told the job was done! They just billed my insurance directly without even letting me know that they considered the job "done". 

   The insurance had approved the gutters and some pieces of siding, and that was going to be an additional charge to the $14,340.88 that *********************** is charging; however, that was never done; when *********************** said they are only going by a contract which states they only do what insurance approves, they failed to respect their own contract, even though my gutters, some siding and a window frame was approved by the insurance, they didn't do it. They called the job DONE! ***** the sales person told me they could just refund me for the items that were not done once the insurance send the payment, but that was the reason I contracted them because they could fix my discontinued siding without a problem.

  I was hoping I could reach someone else who care about their customers and could take the time to know what the sales person did and said in all the text messages and emails that were sent between me and him. I offered **** and ***** copies of the messages, so they could see I was not asking for anything FREE, as the person who responded stated. I thought they would care to investigate, but I think I just wasted my time. ***** clearly stated that whatever the sales person told me was irrelevant. I never asked for anything FREE and I never said that I was "going to make anybody' lives miserable" I only asked for the company to honor what they committed to do. I appreciate BBB's efforts, but I think this was just a waste of time.

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

  

  Business response

  02/06/2024

  The contract that the homeowner signed with us is attached.

  Please visit the "terms" section. This was previously and verbally gone through with the homeowner. 

  Any other item in her attached insurance estimate other than the dwelling roof was a full approval for replacement and what was completed. I offered the homeowner that we could complete all items in full if she would like to pay for that work to be done. The insurance company was not. We are not obligated to do work that was not a full approval or unpaid for in full by the homeowner or insurance. 

  This homeowner told me "*********************" that if we did not complete her garage and sheds roof and gutters for free, she would not pay the balance owed to us for the dwelling roof replacement. Her desired resolution was for us to do work that was not approved by the insurance company at no cost to her. I disagreed, as she stated she would not pay her balance. Her account is at the attorney for breach of contract to collect the balance due. 

  Customer response

  02/06/2024

   
  Complaint: 20993028
  
  I am rejecting this response because even though the sales rep lie about what the insurance approved since the paperwork only showed square footage not specific house roof, garage, shed etc. ************* approved gutters, pieces of siding and drip ****, but *************************** enterprises called the job done and billed my insurance directly without letting me know that the job was "done". When I contacted the sales rep about the rest of the work, he told me the job was done, once the insurance sent payment, they could just reimburse me the money for the gutters, and siding, and I could spend it however I wanted it. He told me this via text which I still have. So Im happy we are going to go to court according to ***** since she already sent my account to her attorney, and we will let the court decide who bridged the contract. 

  When their contract reads that they will complete ALL the work the insurance approves. However, They failed to replace my gutters and siding even though the insurance approve it, at this time I didn't even know they were done.

  Also, their contract reads that anything additional when it came to pricing or additional charges needed to be approve by homeowner in writing in ADVANCE. However, they bill my insurance directly for additional items that were not in the insurance approved estimate, which I emailed to them on 9/13/23. And these additional charges were never sent to me in writing for approval in advance as their contract reads. They charged me for drip edge that was not replaced. When I told ***** on the phone that they didn't replace the drip edge, she first asked if I even know what a drip **** was, then she said they did replace them. So once again, they don't investigate. I have attached pictures of the drip edge. I contacted their office again on January 22, and I spoke to *********************, I asked her for my invoice since they refused to finish the job; I requested a corrected invoice so that I could pay my outstanding balance, but ***** sent me again the invoice that was sent to my insurance which includes additional items that were not approved, and it also includes the drip edge that they didn't change. She said she could only take payment for the whole amount (including items not approved and drip edge that was not replaced) or my other option was to deal with her attorney. Which by the way Im still waiting to hear from.

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

  

  Business response

  02/22/2024

  Despite what ********* has stated, we have completed all the fully insurance approved work. The homeowner was previously requesting us to do additional work on additional structures, for no additional costs. The homeowner has previously requested to have the work done for no additional cost or she would not be paying her balance due. I would be happy to assist her only with paying her balance in full. The account is in the legal department, with a pending court date. 

  Customer response

  02/23/2024

   
  Complaint: 20993028
  
  I am rejecting this response because:

  Well, despite what *********************** says I have emails and text messages of the work that they promised. Also, my gutters some of the siding and drip edge was approved by the insurance but they didn't replace them. They called the job finished and are expecting me to pay for a drip edge they didn't even installed. I hope this complain to BBB serves to other consumers to be aware of the business practices that *********************** uses.

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

• Initial Complaint

  07/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August of 2019, I contracted *********************** to roof and side my house after the hail storm in May 2019. This spring when we ventured out the siding on one side is warped. I left 2 messages for the "warranty" extension and got no phone calls back I obtained a number for a specific employee, so I reached out and he responded that I had to contact the manufacturer directly and get them to agree to warranty the siding because *********************** is now blaming my windows. I reached out to the manufacturer got a warranty packet and contacted the rep again, who has not follwed up to assist in taking some siding off to send off to the manufacturer. *********************** should be assisting this process since they supply the product they used. My previous siding was 20+ years and I never had a warping issue so to blame my windows is a cop out.

  

  Business response

  07/25/2021

  ******, 

  I apologize that I have not been getting our notifications. I will have someone contact you first thing tomorrow morning to get to the bottom of this. 

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