ComplaintsforLiberty Restoration, LLC
Current Alerts For This Business
BBB files indicate this business has a pattern of complaints concerning:
1. Failure to Complete Work: Customers state business received payment, but no work was completed.
2. Lack of Communication: Customers state lack of response to inquiries about when work would start. Request for refunds for work not performed go unanswered.
BBB informed the company of these issues in writing on May 3, 2023, and July 27, 2023. The business has not responded. On February 21, 2024, BBB conducted another file review and found in addition to the reported issues listed above, the business has stopped responding to BBB. On July 1, 2024, BBB files indicated issues are still present. Notification was sent to the business via mail and email.
BBB will continue to monitor activity and update the BBB Business Profile as needed.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/21/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered a sliding patio door replacement last March of 2023 from a company representative named Shannon H******. I was told it may take 4 to 6 weeks for the order to be filled, at which time they would contact me and schedule installation. Their terms were were half down in advance, which came to $1931.00. I paid it with my credit card online . Simply, door never came, I have contacted them many, many times, and spoken to many, many people. Shannon H****** finally stated that there would be no door, I have attempted to get my money refunded, they have agreed to do so, and it hasn't happened. I want my $1931.00 back!!!Initial Complaint
07/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Roof replacement. Invoice was paid in full. Weeks later, Liberty Restoration made an adjustment and sent a 2nd invoice, then contacted my insurance company and requested more money. Insurance company then issued a check to me. Within 7 days of receiving the check Liberty Restoration filed a lien on my house and charged an additional $850 "lien filing" fee. I left a message with Angela notifying her that I had received a check from State Farm and sent the check to be endorsed by my mortgage company. No returned phone call. Only an emailed invoice stating a lien was place on my residence. Requesting a refund of $850 and details of the additional costs above and beyond the original invoice. Requesting a full redaction from my credit report.Initial Complaint
07/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The initial process of getting our roof appraised appeared to go smoothly. We had roofing damage from weather related issues in Houston. My insurance company issued a check and Liberty roofing cashed the check in December of 2022. We spoke with Walter Smith and he explained the process. Josh also spoke with my husbanc and I about the process. We received email correspondence from Walter apologizing for the delay. He explained that Liberty Restoration Group had a system of operation, called "Supplementing" in place to help encourage the insurance company to compensate the insured(homeowner) for a full roof replacement for the damages to the exterior of their residence, including interior issues/concerns and/or damages associated with same storm date. The total amount paid was $13,508.75. We received an email from Walter and he said the Houston office had been closed. I have called repeatedly. I have emailed and texted through social media and I have not received a response. It is now July and my roof was never repaired.Initial Complaint
07/17/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
On 5/5/5023 I paid Liberty Restoration a deposit of $5131.22 for them to replace my roof. I was told it would be done in June. I have called them a dozen times at least and no one will return my phone call as to when or even if, my job will be done. My insurance company, ****, has also tried to contact them and they have not responded to them either. After reading Google reviews last week ( I wish I would have done that prior to contracting with them), I am seeing that they scam people out of their deposits frequently. I want my deposit back. NO WORK HAS BEEN DONE AND NO ONE EVEN HAS THE COURTESY TO CALL ME BACK.Initial Complaint
07/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have signed a contract to get my roof replaced over 6 months ago. I paid a deposit which equaled to almost $10,000. As of 7/13/2023, the job has not been started. I contacted the company on several occasions, with them promising to come out the week after. After several weeks of calling, the company stopped answering my calls. I have not been issued a refund and have not been contacted by anyone.Initial Complaint
07/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On February 24th 2023, I paid Liberty Restoration LLC a 50% deposit of $925 to have a new chimney cap fabricated and installed. Per the recommendation of an employee, I paid out of my own pocket to have this powdercoated for durability to the tune of $333.25. When Liberty arrived to install the cap, it was determined that the employee did not measure it correctly and it didn’t fit. Therefore, the hole had to be recut, which would require re-powdercoating the unit. I was told by the employee that this would all be taken care of by liberty. It’s now been almost 5 months and my chimney still has a tarp on it, and the owner (Josh Basinger) told me if would be taken care of, but instead has chosen to screen and ignore my emails and phone calls. All of the workers I was dealing with have left the company due to his poor business acumen, and I’m left with no other recourse than to file this complaint in an effort to avoid taking this to small claims court.Initial Complaint
07/06/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Liberty Restorations is an untrustworthy business Class Action Lawsuit soon to be Initiated for taking payments then not following through with their business contracts. Liberty Restorations makes their money by "working with your insurance company" to replace your roof but in reality they get as many contracts signed as they can, pocket the down payments, then never make good on the contract. I signed a contract with them on May 3 of 2023 for a full roof replacement. As soon as the money went through I never heard anything else from them. I called 4 weeks later and they made excuses and stated they were still working with insurance. A few more weeks went by and still no communication on when or if our roof would be replaced. When I asked for a refund they said if I terminate the contract then I still owe 35% of the replacement costs which in some cases, is more than the initial down payment. I called them again and not only did they say they have no idea when they would do my roof but they also said they have no clue what the build schedule is. I told them I wanted a full refund and was told to get a lawyer. If I do not receive a full refund asap I will move forward with a class action lawsuit against this company and I strongly advise anyone else who is still waiting on them to do work to get on board with this class action and hold them accountable for contracts they are not honoring.Initial Complaint
07/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My wife signed a contract with this company on 9/27/22 to have our roof replaced. I have been dissatisfied with my service from the company. The Houston office has been closed without informing us, the customer. My expected date of completion for my roof has been delayed several times now. I have had a difficult time getting answers to my questions or even reaching someone to answer my questions. This experience has been completely unsatisfactory. I have been informed by Josh B******* (###-###-####) that to cancel my contract, I would need to send this email. After that phone call, we have tried reaching out to several times for updates. We have contacted Jaime (###-###-####), Zach (###-###-####), and Mark T (###-###-####) with no success on numerous occasions. When we decided to call the main office (###-###-####), a representative by the name of Doug answered the phone and verified that the cancellation email has been received. We have called several times for a clear update on the refund process and encountered complete unprofessionalism and rudeness from Doug. In the midst of this unprofessionalism, we were told that it would take 3-5 business days for the check to be mailed. This update was given on 6/5/23. There still has not been any update or callbacks since this date. Please refund the total amount of $5,834.95. This was provided via two transactions; one of $863.95 and the other of $4,791.Initial Complaint
06/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We signed a contract and paid a $21,000 deposit to have Hardie board siding put on our house on 9/29/2022. The contact says 8-12 weeks. We have been strung along for months with excuses and still no set date. Absolutely do not consider hiring this company. Josh b and Chris h have excuses every week why they can’t get to the job and claim I’m being unreasonable. It’s been over 9 months … Requested a refundInitial Complaint
06/26/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
8/24/22 they were suppose to do a whole house restoration, roof, siding and windows. they did the roof, over charged us and will not return our money. the $3,000.00 they need to return is written in a contract. I also want this business to be on a watch list for potential fraud to the consumer. They decided not to do the job. Here is a timeline of events for your convenience: January 2022: Initial engagement with Liberty March 2022: Design, material selection for IVC approval June 2022 IVC approval for Roof and Gutters July 2022: IVC approval for windows and siding Oct, 2022: Roof replacement and temporary gutters installed. November 2022: Renegotiation of contract (Windows to be ordered in Dec 2022) Dec.31, 2022 email sent by Todd to remind Chris that we had a $3K credit coming to us and needed it to reflect in a CO Feb 17, 2023 Last email communication from Liberty which was a CO for our $3k Credit Feb 28, 2023 last text from Liberty with promise to catch up March 6, 2023 Last text from Robin to inform Liberty (Chris) that if no communication was received from him we would be cancelling our contract. No communication has been received to date 6/5/2023. People we worked with and have contacted: *********************************** ********************************** ********************************* ***************************************** ************************************** I have an email from Chris H***is stating the windows and siding have been ordered. Not true at all but I cant put it in here due to the character restraint.
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Contact Information
Customer Complaints Summary
79 total complaints in the last 3 years.
8 complaints closed in the last 12 months.