Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/01/2025

  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.

  Signed contract 11-19-2024 to inspect roof & work with insurance company. Inspection was done, contact was made with ******************. They sent a check to me which I sent to M5 to purchase supplies. As of today, 07/01/2025, nothing has been done & I am unable to reach them.

  

  Business Response

  Date: 07/02/2025

  Dear BBB Representative,  
  
  
  We appreciate the opportunity to respond to the complaint filed by the ******** on July 1, 2025. While we regret the homeowners frustration, the timeline and facts of this insurance-related roof replacement project differ significantly from their claims. Below is a detailed, factual account of events, supported by documentation:

  Key Corrections to Homeowners Claims:
  1. No Binding Contract Signed on 11/19/2024:  
     The homeowner signed an authorization agreement (not a construction contract) solely permitting M5 to inspect their roof and communicate with their insurer, ******************* ************* claim was initially denied on this date due to the insurers assertion that damage predated to 2012.  
  
  
  2. M5s Persistent Advocacy with Insurance:  
     - 12/8/2024: M5 formally requested Madison ****** to reinspect the property.  
     - 1/10/2025: After the adjusters delayed response, M5 resubmitted all documentation.  
     - 2/25/2025: Madison ****** reaffirmed their denial, attributing damage to 2012.  
     - 3/10/2025: After 4 months of advocacy, the insurer "finally approved" the roof replacement.  
  
  
  3. Binding Contract & Deposit:  
     The construction contract was signed by the homeowner on 3/19/2025, outlining the insurance-approved scope and clearly explaining the supplement process (initialed by the homeowner). The deposit was received on 4/1/2025at which point the contract became active, and M5 immediately ordered materials.  
  
  
  4. Cause of Delay: Insurance Supplement Impasse:  
     - 5/1/2025: M5 submitted a detailed supplement ($21,265.43 vs. insurers $13,899.29) for code upgrades, mold remediation, and missed damage.  
     - MayJune 2025: Despite repeated calls/emails to the adjuster, M5 received no response.  
     - 6/13/2025: The homeowner confirmed in a call that the adjuster admitted being "too busy" to review M5s supplement, despite the roof being "approved" (per homeowners conversation with adjuster).  
     - 6/17/2025: M5s owner personally explained to the homeowner that work could not proceed without the insurers approval of the supplement and that the homeowner must escalate to their insurer, as M5 cannot compel adjuster response.  
  
  
  5. Missed Calls:  
     We acknowledge missed calls on 6/30 and 7/1/2025 due to a new receptionists oversight. This is being addressed through training. All prior communications (e.g., 6/13, 6/16, 6/17) were documented and proactive.  
  
  
  Why the Complaint Is Misplaced:
  - Materials Are Ordered & M5 Is Ready: Supplies are secured, but installation is legally contingent on the insurer approving the supplement. M5 has no authority to override the insurers process.  
  - Responsibility Lies with Madison ******: The adjusters refusal to communicate or review critical documentation (despite M5s 10+ attempts) directly caused delays. The homeowner should direct complaints to their insurance carrier and the *********************************  
  - Deposit Accountability: Funds are allocated to materials procurement per the contract. A refund would be unlawful as M5 has fulfilled all obligations pending insurer action.  
  
  
  Next Steps:
  We urge the homeowner to:  
  1. File a formal complaint against ************** with the *********************************  
  2. Demand their adjuster review the supplement immediately.  
  

  M5 stands ready to begin work within 48 hours of insurance approval.
  
  We are confident the BBB will recognize M5s diligence in advocating for the homeowner amid insurer obstinance. Documentation (call logs, emails, contracts) is available upon request.  
  
  
  Sincerely,  
  ****** McCormack
  Owner, M5 Contracting  

• Initial Complaint

  Date:06/15/2024

  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.

  One of crew peed outside the garage door, others take breaks on our porch furniture (on camera) which got dirty. **** came out and did half the siding that day. Day 2 (friday) they replaced some bad wood from a leak around the chimney and finished the roof. **** came back and finished the siding. He made the comment to other guys (in front of me) that he was being watched by us while he worked and they better believe it. I went out there often to take pictures foe insurance and to see progress through out the day. When confronted, he mentioned I was not in the way or sit out there. Thwu qere supposed to run new vents for bath exhaust but instead, he put them against the ***** vents.The ***** vents are usually decorative with the slats like shutters, Instead got vented soffit because the store didn't have the size. Then **** inspected the roof. That's when he noticed they didn't install counter flashing around the chimney in the area they just had to replace wood. He put sealant around the area and said they would be back that night to fix and the second half of the $18, 800 was givin by check with writing on it that they were coming back to finish. A crew showed up and said it would not fit. We expressed concern because we were expecting heavy rain (which happened). They said someone would show up the next day Nobody showed up. We called Monday and told ***** we were concerned and there were wet areas up in the attic, she said she was going to get on it. I called Tuesday and she said it would arrive either that day or Wednesday. I called back next day and ***** said installations was that afternoon (wednesday) or the next morning.Thursday ***** said it would be that afternoon. Called Friday and ***** said it was still at the office and crew was not responding to her. We asked for ******, she said she didn't have his number and didn't know how to contact him. told us it would be done tomorrow. 3 storms now, we have concerns of damage or longevity.

  

  Business Response

  Date: 06/17/2024

  Dear *****, 

  We sincerely apologize for the delay in completing your roof project due to the need to order a higher quality/thickness aluminum for the flashing around your stone chimney (see a. on the contract). We understand how frustrating it can be to have a project not completed as quickly as expected. 

  Please rest assured that the black coil needed for the chimney flashing has been ordered and is on its way. We are committed to completing your project this week and ensuring that it meets your expectations. 

  Thank you for your understanding and patience. We appreciate your business and look forward to completing the project to your satisfaction. 

  *************************

  M5 Contracting

  Customer Answer

  Date: 06/17/2024

  We contacted ****** (owner) this morning. He came out and has promised to correct the issues we disclosed. So for right now, it seems as if we are back on track

  Customer Answer

  Date: 06/17/2024

  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 if completed. I talked to ****** and he has agreed to complete the project and correct some issues with ***** vents and exhaust fan fixtures/connections along with the counter flashing. We are glad that we are able to interact with the company and get the ball rolling.
  
  Sincerely,
  
  ***********************