Complaints

This profile includes complaints for The Third Estimate's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Third Estimate

  30500 Solon Industrial Pkwy Cleveland, OH 44139-4302

  
• 

  The Third Estimate

  22804 Lorain Rd Fairview Park, OH 44126-2225

  

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:11/27/2023

  Type:Billing 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.

  We had The Third Estimate replace our roof, through an insurance claim for wind damage on 11/25/22. We received two checks from our insurance company for payment of the replacement, both of which were turned over to The Third Estimate - the checks were made payable to us and our mortgage company. Both checks were negotiated. Third Estimate refuses to provide us any kind of final paperwork for this repair, including a paid receipt for work performed. We have contacted our sales person (***** ******) as well as Third Estimate MULTIPLE times to obtain this information without any results. I am not sure what the issue with this request is, but I feel that some of the actions of Third Estimate border on fraud with the insurance company. Also, since we were not able to provide the final paperwork to our insurance company - they have cancelled our home owners insurance, all due to this claim. We would like resolution in the form of paperwork for the materials and services used/done on our.

  

  Business Response

  Date: 12/04/2023

  ******
  
  I apologize for any communication issues you may have experienced. Your estimate was made based off of your itemized insurance scope (attached). We have also sent you your final invoice and a certificate of completion. I attached your paid final invoice and statement. This should be the resolution that you are requesting.

  Customer Answer

  Date: 12/05/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  I am also requesting that the material and work product warranty paperwork be provided to us. We were told by ***** that there is a 25 year warranty on our roof and materials. I was told that the warranty paperwork would be provided when we received the final documents from Third Estimate. Since we were just provided the receipt and certificate, we should have been given the warranty paperwork as well. Thank you for your time and assistance. 
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** *****
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 12/06/2023

  We mailed your close out packet with warranty information to you this morning. You will be receiving it in the mail soon.

  Customer Answer

  Date: 12/09/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 
  
  
  
  Regards,
  
  
  
  ***** *****
  
  
  
  
  

• Initial Complaint

  Date:09/26/2023

  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.

  I signed a contract with the company at the end of May and gave them an electronic check. They ran the check 2 times rather than once. I called and they refunded half of the money. They did not contact me for another 2 months. Finally, after I called they delivered the material to do the job. Someone then came and took the materials back doing absolutely nothing. I called on 9/22 and was promised a text on status that day as they could repair the garage. At this point it is clear this is not the company I did business with years ago. Now I would just like my deposit returned.

  

  Business Response

  Date: 10/11/2023

  ********,

  I want to express our sincerest apologies for the frustrating experience you've had with us recently. This is not the level of service we strive to provide our valued customers.

  Upon thorough review, it was determined that your project was beyond the scope of our work. To resolve this matter promptly and ensure your financial peace of mind, we processed a full refund of your deposit on October 3rd. 

  We understand that there were shortcomings in our communication, which is inexcusable. For this, we take full responsibility and assure you that this situation is not reflective of our usual standards.

  Your feedback is invaluable, and we appreciate your candidness in bringing this matter to our attention. If you have any further questions or concerns, please do not hesitate to reach out to us.
  Once again, we extend our sincerest apologies.

• Initial Complaint

  Date:09/22/2023

  Type:Billing 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 3rd Estimate installed a new roof on our home 8/2/2023 - 8/4/2023. Since the installation was completed, I have tried numerous times to contact The 3rd Estimate to receive a final invoice for our insurance claim, and they will not call me back. The warranty cannot be activated until the claims and payments are finalized. They also told me they would re-write the contract to include only the roof claim, but I have not received that either. The transparency and communication since the roof installation was completed have been extremely poor.

  

  Business Response

  Date: 09/22/2023

  *** *******,

  
  We greatly apologize for the communication issues you've faced since your recent roof installation. We take this seriously and are committed to resolving it promptly. You can expect a call from us shortly to resolve all of your issues.

  
  Thank you for your patience and for bringing this to our attention.

• Initial Complaint

  Date:04/04/2023

  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.

  The roofers for 3rd Estimate arrived June 6, 2022 in an unmarked vehicle and no one on the crew spoke English. They didn’t install the two ridge vents nor did they put tarps on the house which resulted in tar splattering all over the siding, garage door, shutters, front door, and windows. The garage door was only one year old when this happened. ****** said they would replace the garage door, and the tar would be taken care of by 3rd Estimate. We scheduled an appointment for June 29 at 3:30pm and they arrived at noon when I was not home. ****** admitted there would be no action taken and he quit returning my calls. On August 25 ******** came to look at the siding and tried to use a cleaner, which did not work. She said she would schedule the ridge vents and a power wash. The power wash person came Sept 15 and tried a small spot and it didn’t take the tar off. Theresa insisted this is mulch that was all over the house. September 23 I called and asked for Steve, the owner, and was told he was not available. On September 29 they scheduled John, a supervisor, to come at 3:30pm. When he didn’t show I called to find out where he was, he had no idea he had an appointment. He arrived at 6pm and said they would have a meeting the following morning. He called and said Theresa would call back with information, but she didn’t. On November 23 ****** called to find out what was going on and said he would call John and I would hear back from them but never did. Theresa left a message on January 9, 2023 and I returned her call the following day and she informed me it is artillery fungi and to try a rubbing alcohol compound. We tried that and it did not work either. Overall 3rd Estimate is very unresponsive and the tar still remains all over my garage door, shutters, front door, and windows and they are not planning to resolve this. I want action taken by them to get this taken care of.

  

  Business Response

  Date: 04/06/2023

  The tar that this customer mentions
  is, in fact, snapshot fungi, which can be brought to a house through a bad
  batch of mulch. This customer only had this issue on the front of their home, which
  was the only place that has mulched flower beds. This was communicated by our
  Project Manager. Our Sales Manager, Estimator, and Project manager have been to
  the house several times, and our team did not promise a garage replacement. The
  customer has paid in full and has not reached out to our team since the final
  check pickup. Our installers hired a power washer to try and assist, but it did
  not remove the fungi. The solution that is needed to remove this can damage the
  siding of the home, so they did not want to risk damaging the home. As this is
  mold, it does not fall under our responsibility to clean, but we have scheduled
  a landscaper to the customer’s house to confirm the fungi and get them the solution
  they need to remove it from their home.

  Customer Answer

  Date: 04/07/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I will wait to see what this landscape company says but need to know which company is coming out and I will also schedule a company to come as well so that there is more than one opinion gathered. ****** did tell me in the beginning that I would get a new garage door as mine was only a year old at the time. He also said because there was an issue with the siding you would also take care of this. 
  
  
  
  Regards,
  
  
  
  ***** *******
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 04/13/2023

  A landscaping appointment has been scheduled by our production manager to verify the snapshot fungi.

  Customer Answer

  Date: 04/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  I am doing my research with this and need a little bit more time. I have reached out to a landscape company to get an opinion and once I have this I will upload their response. I was told by ****** my garage door would be replaced as this was less than a year old at the time the roof was done. I don't have resolution on this yet. In the initial response back from Third Estimate on this claim they indicated when they reached out to me for my payment I did not bring anything up. They told me if I didn't pay I would have a lien put on my house which is why I paid prior to this being resolved.
  
  
  
  Regards,
  
  
  
  ***** *******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:02/01/2023

  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 March 2022 I filed an insurance claim with my insurance company, *********, with the assistance of *** ***** ******** in Solon Ohio. Their representative, ****** *****, said they had experience with dealing with insurance companies and how to talk their language. The claim was to replace wind damaged siding on the side of my house. As of today February 1, 2023, the side of my house is wearing a tarp. In October when Third Estimate finally came over to put on the siding, they found there was complete rot instead of a wall or anything to nail the siding to. They put up the tarp, left all the debris where it fall, then ieft. I had to call them to find out what was going on. Worse, they were supposed to call to let me know when they were coming. When I called they said they were going to go back to State Farm explaining the situation to have them pay to fix the wall. ***** said the insurance law says there has to be something to nail the siding to. Basically, when they approved the claim their estimators (2 of them), said there was a suitable wall to attach the siding to. I'm caught in the middle of neither business wants to follow through to fix my house. Throughout this almost year, I've been calling both businesses trying to keep my claim moving forward. I've been lied to, misdirected and ignored. I'm a 2020 retiree on a fixed income. I don't look forward to having to fight for every single transaction I contract for. I just want to be safe in my home. I'm filling claims with BBB, and Atty General's office. The entire claim tranaction including my $1000 deduction is less than $2500. Thank you. Bernadette Keaton

  

  Business Response

  Date: 02/06/2023

  Before getting into the project details, we would like to state that we are in contact with the customer and are doing what we can to get this project complete for her. 

  The contract was signed in July of 2022. The aluminum siding that was chosen and ordered was considered a 'special order', which takes longer to receive than something they had readily in stock. 10/12 weeks was the timeline expectations on the signed contract. 

  The siding had been scheduled for the month of October of that same year. During the installation process, our crew had come across a wall that was deteriorated. Because of the deterioration, we were not comfortable placing product over it knowing it would need replaced. We decided it would be best to pause with the installation process until we spoke with the customer to see how she wanted to go about this. The customer requested that we push it through to her insurance to see if they would pay for it before continuing, so that is what we did. Unfortunately, the customer's insurance company denied the request as it is not covered under her policy. As time had gone by, our representative had not heard back from the customer so we weren't sure how to proceed. After touching base with the customer, we have re-submitted photos of the rotted wall (per her request) to see if they will reconsider their decision to pay. The customer is now saying she is willing to pay if they decide to not cover it again. We will continue the installation process once we hear back from both the insurance company and the customer. 

   

• Initial Complaint

  Date:11/29/2022

  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.

  We signed a contract on Tuesday Oct 25 and put down $3,000.00 deposit to have a new flat roof put on the back of our house. The salesmen informed me they were 3 weeks out due to a backlog of work. They also indicated that they needed days above 40 degrees. There has been enough good weather to start the work. It suppose to be a one day job. I have called 3 times to get the status of when they will start and each time I’m told somebody will get back with me. They have yet to call me back

  

  Business Response

  Date: 12/09/2022

  Our Production Manager reached out right away to talk to the customer. The customer agreed that they were upset that the project was not completed sooner, but after talking with our Production Manager understood that it was weather concerns. The customer's project has been scheduled and the complaint has been resolved