ComplaintsforHilex Construction Inc

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a flood at home insurance covered damages, Hilex Construction were contracted to fix damages. First check came through handed check to rep for company ***************** in the amount of 13062.42$ On Feb 7 2023. Part of the work was done. New rep for company *********************************** contacted me because ***************** was no longer with company and telling me I needed more money , insurance sent out second check. Second check came in for the rest of damages to be fixed Jan 31. 2024 check was again handed over to **************** in the amount of ******* as I was told to do by insurance company. After check was handed over to ******* the next time I heard from Hilex construction was on February 21,2024 a rep named ***** called me to let me know that ******* was no longer with the company and company was waiting on the boss to come to help figure out what was going on. It is now April 10,2024 and I have made many calls to Hilex construction with no answers and no return calls. I have now been dealing with this issue for over a year my house still not complete from damages done in 2023. Money missing with no work done and company seemed like they disappeared.

  

  Business response

  04/25/2024

  We spoke with  the customer, we discussed the issues that we had and how we will get her project back on track.

  Customer response

  05/03/2024

  Company did contact us. They sent out someone to do measuring for cabinets but that is as far that it has gone. No work has been done at this point and no date has been given for work to begin. So at this point yes Im happy they responded and sent someone out to measure but I dont want the case closed in case they dont go any further. I received the email stating they needed a response to the company contacting me and its either I accept which closes out the case or I reject which I dont reject but Im not sure what to do at this point can someone help me so I dont close out the case until the work is done?

  Customer response

  05/06/2024

   
  Complaint: 21559108
  
  Company did contact us. They sent out someone to do measuring for cabinets but that is as far that it has gone. No work has been done at this point and no date has been given for work to begin. So at this point yes Im happy they responded and sent someone out to measure but I dont want the case closed in case they dont go any further. I received the email stating they needed a response to the company contacting me and its either I accept which closes out the case or I reject which I dont reject but Im not sure what to do at this point can someone help me so I dont close out the case until the work is done?
  
  Sincerely,
  
  ***. (poa). ************************* (*******)

  

  Business response

  05/08/2024

  May 8th, 2024
  
  To whom that *** concern:

  
  This response is in regards to claim number 21559108. Last year at the time of loss a field adjuster from the insureds carrier,Universal Property and Casualty went out to the homeowners address at ***************************************  An estimate was written for $26,124.96.  After our company inspected the job, the project manager concluded that the initial approved amount would not get the home back to pre-loss condition.  The homeowner had solid oak wood doors and $26,124.96 would not cover the entire job or the cost of the custom cabinetry in the kitchen.  The homeowners *** was weary about signing the work authorization at first, but a supplemental estimate was submitted to the carrier on 10/17/23.  On 11/14/23 the *** for the homeowner signed the work authorization so we could move forward with representing her to the carrier.  On 12/27/23, notification was received that they supplemental had been approved.  After further review by *********************, operations manager, it was discovered that Universal thought the supplement estimate submitted was a total for the entire job and sent the difference between what was originally approved and the supplement estimate we submitted.  This amount was roughly $2,500.  Still, nowhere near the amount needed to get the home back to pre-loss condition. The cabinet supplement has been resubmitted and is pending approval.  Unfortunately, with previous experience with this carrier, they can take an excess of 90 days to approve reconstruction estimates.
  
  Thank you.
  Hilex Construction

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We went through United Water Restoration in order to demo our shower due to an odor. Ended up being a bad pan, that United Water did not remove. Luckily before rebuild we noticed this, and the pan was removed. We were advised to use their sister company Hilex. We hired this company to rebuild our shower. Our product manager was ******. We were quoted and told this would be a two week project. It has now been well over a month. This project was horrifically managed. ****** does not communicate what day, or even what time him or his crew will show up at our house. We have been nothing but patient, even though we have been out of our bathroom for over 1 month. There are multiple areas of this project that look downright awful. We have contacted ****** about this, and he always says "he'll send someone". He sends sub contractors, that often tell us, that this area is not their job. When we ask ****** about this, he also says he does not do these things. We have asked for things such as the grout in our shower and floor not being finished. There has been multiple times where ****** will tell us someone is coming, which generally is last minute, or only if he is reached out to. Only to find out, no one is coming that day. We only find that out after the fact. In his quote, that is fully paid. He charges over $200 for cleaning. Neither him or his crew has cleaned at all. My bathroom was a disaster. They told us they would remove the old glass. Have had someone here twice, and tell us they cant do it when we ask. The corners of the walls that they put in are not finished, and look chipped. We asked a simple request of having shower head tightened, and even that could not be managed. ****** is supposed to be the project manager, and honestly, I don't know if i've ever seen someone lead or manage any project in such a poor way. The guy hasn't even showed up to do a final inspection. Poor management, poor leadership, poor communication, and poor workmanship. Still not finished

  

  Business response

  03/20/2023

  To whom it may concern,
  
  My name is ******, and I was the Project Manager for the ****************.
  
  I would like to begin by saying that almost every detail that ********************* tried to describe in his complain is wrong. First thing I would like to address is that I never spoke to or delt with ********************* during this entire process. He was rarely even home during any of the times myself or any of my workers were there or in communication with his wife, ***************************,who was the point person in All of our communications. There was only one moment, which lasted approximately 1 day where she was waiting for communication from me and called in to complain after that 1 day about everyone in United and Hilex because she felt that no one was communicating and that everyone (United and Hilex) was not doing what they were supposed to. This was on 2/16/2023. I remember this like it was yesterday because I sent a long email to the people in United and Hilex who were involved with ***************** calling,explaining what kind of customer we were dealing with and what they have done to us before. (That email is attached below) That being said, my tile guys were working on her job that weekend prior and I had set the schedule for them to be there the entire week of Feb 13 which went through to the 17th which was a Friday. They ended up finishing on that Tuesday Feb 14th. I spoke to her on the 14th and explained to her that I did not expect my tile guys to finish so quick and to give me a day or so to let her know when it was that the other guys (drywaller, painter, etc.) would be there. Literately 1 day went by and she was calling in complaining that no one was in communications with her. She called United to complain instead of Calling me. I ended up speaking with her that morning and explained to her that we were in communication and explained that it was not our fault that the tile guys finished earlier than expected and that I can't just pull people off of other jobs to fill in the dates because of this. She ended up understanding in that phone call.
  
  We did speak about OUR (Hilex) portion of the job lasting minimum 2 weeks. I NEVER said that we will be DONE in two weeks. The homeowners are counting 4 plus weeks because they are also including the Remediation portion done by United. We have no control over those dates.  Even when we do have control of our own dates things always come up. In example for this project, we were scheduled to start on a Tuesday Jan 31 and my guys who were going to start this project were not able to due to some personal issues. I advised her of this on that very next day which was Wed. Feb 1st. I even told her that I would go and start the job on that Thursday Feb 2nd so that the job does not get behind. I did explain to her (on the Feb 16th Conversation) that I could have very easily told her that we were going to have to start later on maybe 2 weeks down the road because my Vendors were not going to be able to start like what was expected. But I did not do this, I went ahead and put MYSELF out there into the field and started her job, trying to keep them happy.
  
  After we began, when I was there on the first day, I did notice that the remediation company did Demolish the Shower in question. They DID remove the shower pan that **************** is saying they did not remove. I have pictures of this. What was left was a thin layer of a mortar underlayment that is used to pitch the shower pan. This layer of Mortar was laid over the plywood sub floor. This is on a second floor. The original shower mortar bed was installed right onto the plywood rather than installing a fiber/cement board on the plywood and sealing it before laying the mortar bed. (We did it this way when installing the new shower).  I went ahead and removed the thin layer of mortar and noticed that there was a little bit of water stain and superficial mold on the surface of the plywood under the mortar. I explained to the homeowner that we can take care of it with no problem. That we would clean it and treat it, leave it for a couple of days and then return to continue with the work. She said OK and left back downstairs. Next thing I know, I get a call from the Manager in United telling me that she called them intensely complained about this basically telling them that they did not know what they were doing. He said that he told her that they will send someone to treat it and set some equipment. United didnt even charge them for this. This alone added a few days to the job since we had to pull off and let United do their thing. Something that Hilex could have taken care of. We (Hilex) picked up again the following week on Feb 7th.  That week we worked on the Relocating a wall and removing other walls and relocating the shower valve and running ne plumbing lines, cutting into the floor to be able to relocate the plumbing, which was not expected to be coming from under the plywood, which added more work. That following weekend was when the tile guys started work which was on Friday Feb 10th. They worked through the weekend and finished the 14th. Which comes back to what I was speaking about earlier with them finishing faster than expected. My guys went again on Wed Feb 22nd. To do the drywall patch needed and painting. They went and completed the work. I also went to walk it with the homeowner (which is something they said I never did). While there I did notice that the ceiling was not patched properly so they went back on Monday Feb 27th to fix it.I went to see it and it still did not look to my standards. I spoke to the vendors, and they said they would return on Wed March 1st. They never showed up, so I had to send someone else on the next day on March 2nd to complete it. Which they did. I emailed the homeowner a final invoice on the morning of March 3rd advising that I was going to pass by that evening to pick up the final check and the homeowner said OK. I showed up that evening and there were a couple of punch items (Minimal touch **** I wanted my guy to fix so I told the homeowner that I was not going to collect the check that day (which again goes against the fact that I did walk the job with ****************). I could have very easily not said anything and collected the check,but I didnt because I wanted to make sure that even the small punch items were fixed to my standards. I was going to send my guy back the next day to fix those items and at that moment she can give my guy the check. We were realistically done about a week before our final payment was collected but I,the Project Manager decided to send in my guys to fix certain things that I saw while walking the job. This is my job and what Im supposed to do to make sure customer is happy and job is done.
  
  They also mentioned about cleaning. Our estimates are written to the same quality and line items as what the insurance industry does.All our jobs have cleaning line items that specifically say, Residential Construction Cleaning This is not a ***** ************* Yet I always try to leave it as clean as possible. While doing one of my final walk throughs I specifically asked ***************** if she cleaned the bathroom because it looked really clean, and she replied by saying that she only cleaned some of the counter tops and that my guys did most of the cleaning. Which also goes against what **************** is saying about us not cleaning. We did clean. As far as the shower door, during the entire project ***************** did not know what they were going to do with the shower door. She did not know if she was going to reuse it or some on fit. Therefor it stayed in the bathroom. She did tell me at the very end that she was not going to use it and if my guys can take it downstairs and toss it. I told her I would let them know. Again, everything that we do is itemized to the detail in our estimates and my guys were not getting paid nor were we even charging to remove and dispose of these glass panels. There is much liability taking it downstairs and outside through the house, especially multiple pieces and not charge for it. This is why our vendor chose not to do it without charging. If it WAS part of our estimate and we DID charge for it,then the homeowner can come after us for not doing what we said we would do on our estimate. But this is not the case.
  
  There is also a reason I wanted to make sure that the last day we were working there, that the final payment would be collected. Mr. and ***************** had a prior claim that both United and Hilex responded to in October of 2019. I went and created my estimate for repair work need on their first floor. They had an engineer floor that was damaged from a water leak.United responded and we went in for the repairs. This was going to be covered by the insurance. I met and spoke with the insurance adjuster on this claim because they did not want to pay for new floors and instead wanted the homeowners have the floors sanded and then re-stained. Being a contractor, I know that Engineered wood floors cannot be sanded due to them just being a thin veneer over plywood. I went back and forth with the insurance adjuster for a few months, even going back to the home and having to cut a piece of the floor out for the adjuster to prove what was there. My estimate was for about $40k.The adjuster eventually approved our estimate well into 2020 and sent out the check to the homeowner based on our (Hilex) Estimate. When I found out about this, I began to call ***************** for the deposit so we can begin work. This was during the beginning of Covid. She would not respond to my calls or messeges. I ended up calling **************** and he basically told me to stop calling and that they did not need us and that they did the work themselves and to stop bothering them. They basically took the money that was paid out based on our estimate and ran. They did end up doing the work themselves which I saw when I went this year but that was not part of the contract. If this happens, we need to end up charging the overhead and profit of at least 20% plus our time for what we did to get the insurance to pay out. This did not happen and since we were in the middle of Covid the job was just closed, and we did not pursue the homeowners.
  
  It is very easy to meet with me multiple times throughout the project, Voice concerns and have me resolve them (Which I did since this is my job to do), tell me that items are good as I ask them, and then after all is said and done, I collect payment to only have them go behind and complain. Not only complain but complain about items that they say never happened and did happen.Or say things were not fixed, when I sent my tile guy back to fix items they pointed out, and sent back my drywaller and painter to fix items that needed fixing. I was very clear with them on all work that was being performed.Nothing was sneaky or wrongfully done. Work Items were detailed, and We were honest. The work did take about 4 weeks from beginning to end but again during that time I was making sure that anything that needed fixing got fixed and items that needed extra attention received that extra attention.
  
  I am also attaching below the email I had to send out to both United and Hilex personnel on Feb 16th after ***************** decided to call in and complain that basically after 24 hrs. no one has communicated with her.
  
  I Hope that this explanation explains the situation at hand and that any question as to Hilex or United not being professional with this customer has been answered and becomes a distant thought.
  
  Thank You
  
  
  THE EMAIL BELOW WAS SENT TO UNITED & HILEX PERSONEL ON FEB 16TH.
  
  
  Good morning,
  
  Please read this email in its entirety. Do not skim so that you all better understand who we are dealing with. 
  
  I will be starting off by addressing her saying that Hilex blamed United or that Hilex said something about United.This is absolute garbage. When we arrived to start the repair process after United completed their demo, we realized that the pitched mortar bed was not removed by United. We went ahead and removed it. After this was done, we noticed some surface mold under it on the plywood (this is a second story shower). I specifically remember telling the homeowner that this is not a big deal and that my guys will clean it and everything will be fine. She said OK. 30 mins later I get a call from ****** stating that the owner just called him complaining that they didn't do their job. ****** ask me to protect them because she made it sound like we were throwing United under the bus. Let me make something clear, I will NEVER throw United under the bus. That would be the same thing if I did it to Hilex. I treat United like it is part of Hilex because it is, we are ONE. I told ****** that I never said anything about United. She just likes to hear herself. ****** eventually sent someone out to treat it and set a dehumidifier for the weekend to please her. We went back that Monday and continued work. And have been active there since.
  
  We started this job about 2 weeks ago (2/2) and have been there almost every day since. My tile guys were scheduled for this entire week, and I did not schedule anyone else to give my tile guys time to finish. Being the great tile guys, they are (not same guys I introduced to *****) they started on Friday and worked through the weekend. They finished this Tuesday. Which is earlier than I thought. I spoke to ******* on Tuesday,she asked me if we were going back the next day and I told her no because tile guys finished earlier, and I don't have anyone scheduled but that I will let her know in the next day or so what the remaining schedule was, keeping the promise that the entire job would be finished by the end of next week. One day went by and she is here already calling in complaining. 
  She was also complaining because this was originally a cash job (which still is and is only reason I accepted it,will explain why later). She then decided to file a claim which she did last week. So, she is asking me now for an estimate for the insurance because on the cash estimate there are extras not related to shower damage. I have emailed her this week and text her needing her to send me the original cash estimate signed. She agreed to the price through text, but I have not received the signed estimate. She is upset I haven't sent it but there is a reason, and this is the reason below why I also only accepted the cash job. 
  
  *************************** was a customer that ******************** got back in Oct of 2019 I met with her and completed an estimate which included replacing all of the engineered flooring in the first floor. The adjuster said we can sand and re stain. I told him no, that you cannot do that to engineered flooring. He said it was hard wood. I even went back to the home and cut a piece out of the floor to show that it was engineered. After all of his, it was already after March of 2020 when the adjuster approved my 40k estimate. They sent the checkout to ******* and when I started calling them to collect deposit they disappeared. No answer, no call back, nothing. Eventually after speaking with ***** when he was here the job was closed. Basically, after working for months to get them the monies, they ran. I eventually got her husband on the phone who threatened me to stop calling. This is why I only accepted the cash job and not an insurance job with them. Now that they want to go through insurance, I chose not to give them an insurance estimate until I have in my possession a signed cash estimate. Which she said she will send me after I spoke to her this morning. 
  
  ******* is a 30 something year old stay at home mom that likes the sound of her voice. She makes it seem that everyone around her is inconsiderate of her and that no one care, etc.when I spoke to her this morning (after she called United, she called me) I was VERY, VERY clear that no one is here to s**** anyone over and that I have been nothing but transparent since we started. Also, that there was no need to be confrontational because she went one day without a call (yesterday). I told her that I was here to help and that we (Hilex/United) do what we say. ******* is full of threats for nothing. Like I said earlier, I spoke to her this morning,and I addressed all of this. (Minus the disappearing on the 2019 claim. I don't think she remember me, so I have not spoken to her about that due to just wanting to start and finish this cash job with no added issues. I mention it here so that we all know what kind of people they are) 
  
  I spoke to **** this morning about this job. We are on the same page. I told ****** that to begin I needed the deposit and that last day on the job I was going to be there to collect final. 
  
  Please if there are any more calls,emails, or communication with this customer, call me or email me of this. 
  
  Thank you. 
  

• Initial Complaint

  12/19/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I hired Hilex construction to replace floors and paint and texture among a dozen other things that my insurance covered. They told me when the drywall was done they would complete the job. I gave them half of the ins. money which was *******. It's been more than a month and they have yet to show up. The check was cashed on Oct. 26 and the drywall was done on Nov. 14. They ignore most of my texts and phone calls.

  

  Business response

  12/28/2022

  There have been several unfortunate miscommunications on this project. This is an insurance job that is being done as per the settled scope of work with *******************************. The loss has not yet been settled by the insurance company; they have only sent their initial draft. The initial scope amount from the carrier is $10,098.82. Of this amount they sent an initial payment of $7,363.84. Hilex has the estimate in for review with Universal at $12,118.58. This is the agreed upon scope of work and pricing with the adjuster plus Hilexs industry standard overhead and profit. Universal Property failed to add in this to their initial settlement and after review will be sending it.

  
  The contract with ******************** states that Hilex requires a fifty percent deposit in order to schedule the work. The miscommunication started here.

  
  ******************** paid a deposit in the amount of $3,681.92 which was based upon the initial payment of $7,363.84 not the settled amount of $10,098.82 or the supplement amount of $12,118.58.

  
  The Project Manager collected this as she is in a hurry to get her tenant back in and he agreed with her to get the drywall done and get started. He then sent a subcontractor payment request to the accounting office.When reviewing the file for payment to the subcontractor, accounting noticed that the full deposit was not collected and therefore, as per the contract did not issue the payment to the subcontractor to schedule.

  
  The Project Manager made several requests to have the payment cut which were denied. The Project Manager failed to communicate to corporate the reasoning. Also, he did not prepare an adjusted scope of work to show what work Hilex was going to do for the amount that the customer had so far received. He did send several emails to request the payment, however when they were not paid accounting did not iterate the reason why.

  
  This miscommunication from the homeowner not providing the correct funds, the project manager not adjusting the job and communicating to corporate and the accounting not sending check has caused this delay in the project.

  
  The requested resolution is to finish the job.

  
  A revised scope of work for the $7,363.84 has been prepared and sent so that the scope reflects what the insured has been paid to date and the work that will be performed with this amount. Accounting has issued the payment to the subcontractor and they have received it. They are currently working on scheduling. Initially they put it on their schedule for December 27,however neither the Project Manager, nor the District Manager were able to get contact with the owner during the week of the 19th so the sub-contractor had scheduled another job for Monday. The Project Manager was in touch with the owner on Friday the 23rd, however the subcontractors had already scheduled the other job out for Monday. The Project Manager was given the person occupying the residences contact and is working with them to get the work scheduled to complete next week.

  
  The job will be completed as soon as possible. Hilex has had meetings with all partys involved and will have processes in place to help ensure that this type of miscommunication does not reoccur.

  Customer response

  12/28/2022

   
  Complaint: 18609010
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************** I received a.check from Universal ins. for *******. I also have a copy of the work to be done for that price. Includes replacing floors paint and texture and moldings , removing the hot water heater so they can put some kind of floor under it. Also clean up and a dozen other things.

  If they were negotiating for a higher price INo nothing about that.

  As far as trying to reach me I was on a much needed vacation.

  I want the job done for the check that I got. You did get half.

   

  Customer response

  12/29/2022

  After speaking to the heads of corp. From Hilex construction ****** and **** we came to an agreement that  there were miss communication on both sides. I want to revise my response and agree.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been engaged in a project with Hilex Construction since 7/25/2022, however at this time I do not have an estimate approved by my insurance company. Hilex Construction assured me when we engaged the project that they have a lot of experience working with insurance companies. After the most recent request from my insurance company, I reached out to Hilex Construction on 10/07/2022, 10/10/2022, 10/14/2022, and 10/24/2022 by e-mail, phone call, and text. On 10/24/2022 I was finally able to connect with **************** at Hilex Construction who confirmed that the company is still in business and he would follow-up about the revised estimate. **********'s request, I sent him an e-mail on 10/24/2022 with the information. I followed-up on 10/28/2022, 11/01/2022, and 11/02/2022. At this time, I still do not have the revised insurance estimate. I am requesting that Hilex Construction please reply to my insurance company with the revised estimate ASAP and complete the project in a timely manner.

  

  Business response

  12/07/2022

  RE: **** & ***************************** ****************************************************** - Hilex Job 20-22-0537CON 

  To Whom it may concern, 

  I, ****************** (Project Manager), submitted an estimate to *************************** to perform the repair work at the above location and for the above homeowners. After submitting the estimate to the insurance company, ***************** responded to the homeowner asking us (the contractor) to revise our estimate because there were items that ******************* did not agree with. They even sent a list of these items in the email in which they wanted Hilex Construction to remove. I completed the revised estimate like they asked without any major rebuttals on these items. I then re-submitted it to *****************. After the adjuster at ***************** saw this revised estimate, they sent the homeowner another email stating that the Sworn Proof Of Loss (SPOL), that was submitted by the homeowner with the original amount from our original estimate now was wrong because it did not have the revised amount on it. They asked that a new SPOL be submitted with the correct amount. The adjuster from ***************** also mentioned that they were still not in agreement with our revised estimate and that if there was any work related to mold that was going to be repaired then they needed a report from a 3rd party Hygienist before anything were to get approved.  

  I explained all of this to the homeowner in an email. The homeowner is under the mindset that Hilex Construction is not moving forward on this when everything that was asked of us has been completed. We cannot continue revising our estimate to meet exactly what the adjusters from the insurance companies want.  

  Also understand, we have yet to receive payment for anything. Everything we are doing now is estimating to get approval from the insurance company so that they may send funds needed and then collect those funds from the homeowner. If the homeowner ever so chooses to speed up the repair process in their home by fronting the monies to Hilex while waiting for their fund from the insurance company, then we will be willing to start moving forward on the work. But until then there is nothing else, we can do as contractors when the insurance company is asking for specific items such as a new SPOL, which is submitted by the homeowner and a 3rd Party Hygienist report which someone outside our circle will need to perform. I also advised the homeowner to speak with the restoration company who initially responded to their property since they would know and have access to 3rd Party Hygienist.  

  I understand that the homeowner has been waiting for a response to get things moving and our response might not have been what she wanted to hear after waiting for one. But at the same time the insurance company, who is in control of getting things approved took a couple of months after getting my initial estimate, to then ask for a revised estimate, to then send their last email asking for the new SPOL and Hygienist report. I know this since the homeowner has been copying me in the emails she sends to the adjuster, asking and waiting for their approval.  

  Again, At this point there is Nothing else Hilex construction can do. ***************** needs an updated SPOL and a 3rd party Hygienist report which is all out of our control and are conditions being placed by the insurance company, ***************** 

  Sincerely

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

  Project Manager

  Hilex Construction 

   

   

  
  

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2022, Charly with Hilex came out and gave me a quote. It was a free quote. I did sign a work order but since then no money has changed hands, no work on their part has even commenced and they are trying to say Im obligated to pay them $38,000 for work that has not been done and that they dont do free quotes. Their website states they offer free 30 minute estimates which was all that was done.

  

  Business response

  05/25/2022

  On 3/3/2022 we visited the customers home and she signed a work authorization contract. In the complaint she mentions that it was a free quote per our web page, although no one who went to her sight told her it was a free quote. The section of the website she is getting this from is the emergency service tab of the site. It stated that we provide a free 30 minute estimate. this is for emergency services such as board up and tarping that are provided services while on site and we give an estimate before we provide any of those services.
  
  On 3/03/22 during the initial inspection, the customer stated that this would be an insurance claim. She was asked to sign our work authorization contract which she read, initialed each individual page and signed as she states in the complaint. The contract makes very clear on page 2 paragraph 3 the investment of time and money that Hilex must put out in order to prepare the estimates and payouts for an insurance claim. This is why we do not do insurance estimates for free and why we charge a cancellation fee for our contracts. To quote from page two paragraph three under cancelation:
  
  "Owner understands there is a considerable investment of time for the ********* services, as well as time and material costs spent on the production of photos,satellite imagery, measurements, as well as writing reports and estimates as required by any third party. This may include multiple site visits and phone calls with local engineers, attorneys, suppliers, manufacturersrepresentatives, insurance representatives, and/or other parties. In the event the Owner cancels this agreement for any reason, Owner agrees to immediately pay Company any actual incurred costs pertaining to their project, based on above services, plus 20% of the contract amount.".
  
  This was initialed and signed. The project manager, over the course of three site visits on 03/03/22, 03/08/22, and 03/10/22, did all of the required steps for the insurance claim to be presented to the carrier and spent around 20 hours of phone and office time preparing the estimate and back up for the estimate as well as negotiations, revisions and phone calls to the carrier in order to get her claim paid. This was all done and presented on 3/23/22 to the Insurance Carrier. There were then multiple phone contacts with both the insurance company, **********************, and the customer as to the progress that was being made on getting the settlement and the check sent out to the customer.
  
  On 5/3/22 our project manager received a call from the customer who was very upset that she had received her payment from the insurance company and our name was included on the check as well as the mortgage company. she had authorized this on page 6, paragraph two of her contract via initial on that particular line and signature directly below. (Direct Payment Authorization). at this point she stated that we were charging too much (our pricing is through Xactimate in industry standard pricing and as they had cut the check, already approved by the carrier for her repairs) and she wanted us to sign off on the check so she could spend the money with whomever she wanted. As the amount of the estimate is from Hilex and includes general contractor overhead and profit and is based upon what we told the carrier that the work was worth, it is our policy not to sign off and hand the customer the cash back as that would constitute insurance fraud on our part. The owner advised that that is not how it works, that she would sign off, the we would sign off and send it to her mortgage company. The mortgage company will then provide inspections and direct disbursement as the contract is completed in order to ensure that the work is done. The owner was not happy with this and told the ** he was a thief and a liar and she only authorized Hilex to give her an estimate and demanded that we sign the check and stated that we were never hired in the first place.
  
  The customer then called the Operations Manager in the ***** and stated that they never signed a work authorization and that we must sign off on her check. The Operations Manager explained that he had a copy of the signed contract in the system and by company policy could not sign off on the check without then sending it to the mortgage company, and further that if they wanted to cancel their contract then Hilex could not sign off at all and that the check would need to be returned to the insurance carrier. Before being able to go over the terms of cancellation, the customer became very hostile and abusive on the phone. The Ops manager stated that there was no need to curse and yell that we would get it worked out, to which the customer replied again that she never hired Hilex in the first place and hung up.
  
  On a subsequent phone call to try and resolve the matter the Project Manager tried to explain this whole thing again and the terms for cancellation to which the customer heaped on the customer reiterated their claims and hung up then apparently filed a BBB complaint.
  
  As per the contract, in order to release the customer, the customer would have to pay ********************** for the 20 hours the project manager spent getting the estimate approved, plus the 10% overhead and 10% profit of the total estimate amount that as a General Contractor we are entitled to, as the law allows.  The law also is very clear stating that a customer cannot profit from the loss.  Our contract is very clear stating that we work for the insurance proceeds and the only cost the customer would have to pay us is their insurance deductible. 
  
  At this time, since the customer is refusing to allow us to complete the repairs on their home, Hilex Construction is willing to release the homeowner at the reduced cost of $1,000.00.
  
  Once Hilex Construction collects the $1,000.00, we will release the customer from the contract and send a copy of the release to the carrier so that they in turn can re-issue a check to the homeowner without Hilex Constructions name on the check.

  Best Regards,
  Alexis ***************************
  Chief Operating Officer
  MRSA1458 | MRSR1565
  
  Hilex Construction, **** | ********************************************************************** 33069
  Office: ************ |Fax:  ************
  ******************************** | www.HilexCo.com | CGC1528217

*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. ↩