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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
02/16/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
********** has been totally unresponsive to our phone calls, voicemails, emails and text messages. ***** ***** stopped out at our house to see roof damage. ***** got up on our roof, took pictures of the damage, promised to submit the pictures to ***** **** using our claim number, and most important expressed his interest in working with us. ***** **** says that they did not receive any communication or pictures from ***** or ********** regarding our claim #. That was in August of 2023. Since then, ***** has failed to return all of our phone calls, emails, and text messages despite reaching out to him countless times. So then we started calling the ********** main office and the person answering those phone calls said that she would get the message to *****. We left multiple messages for ***** this way. ***** still does not return our messages. We even sent an email to **********' general email inbox: info@1866staydry.com, and still we have heard nothing back. When ***** stopped out in August, he took his time, seemed really knowledgeable and expressed a genuine interest in working with us. This lack of communication has been going on for several months and I have no clue what is going on.
Business response
03/06/2024
Good afternoon,
Thank you for bringing this matter to our attention. After reviewing the information and checking our records we found that we did in fact drop the ball on the communication with homeowner. We have since contacted him and are back on track with submitting the information to his insurance carrier. We will then be waiting for a response from the carrier as to whether or not this roof will be approved for replacement. Thank you again.
Best Regards,
*** ******** ******
Customer response
04/09/2024
RECEIVED VIA EMAIL BY BBB STAFF MEMBER:
Hi ******,
I'm writing you back because I saw your note from March 20. My apologies for not responding sooner. I wanted to provide an update on the case.
********** roofing did reach out to me after I contacted BBB and although my roof still needs work, ********** is actively working with my home insurance agency and I am satisfied with their response.
Thank you,
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.