Liberty Restoration, LLC

To whom it may concern, We are disheartened the [redacted] family is dissatisfied at our attempts to communicate with them to remedy their concerns.We contend that all work on Mr [redacted] ’s project was performed within manufacturer’s guidelines and industry standardsTo reaffirm that the roof is properly installed and functioning, we extend our offer to have a licensed roof inspector from Owens Corning, the shingle manufacturer, to act as a third party, unbiased inspector If any deficiencies are noted by the Owens Corning inspector we will then be happy to remedy the issues at no cost to the [redacted] family Owens Corning warrants these shingles and therefore has a direct interest in the correct installation of this roofing system Rather than taking the word of an unlicensed inspection report performed by a roofing contractor (who could pose some bias interest because they would be installing the new roof) we, at Liberty Restoration, are suggesting a licensed inspector, having no involvement to either parties, draft up a certified report of the roofs condition.Despite our requests, Mr [redacted] still has not allowed us to complete the remaining work, which we are willing and able to do Liberty Restoration is prepared to make any and all efforts in order to ensure this project has been completed within the terms of Mr [redacted] ’s signed contract We look forward to working with the Revdex.com and Mr [redacted] to come to a fair and reasonable resolution

***: You and I have been speaking via phone to get things resolvedI'm waiting for Americarpets to get me their detailed invoice so that both you and I can go over their numbers to see if their were any discrepenciesI appreciate your patience and will get back to you as soon as they get me all of the necessary paperworkThanksNate

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I really just want the work done once and for all, and correctlyThe most recent issue I had the owner doesn't seem to understand is the lack of communicationI told him before I just wanted the courtesy of knowing when and what was happening, and to please notify me before sending workers to my homeBefore I met the electricians recently, when we had the problem the owner didn't understand, it was because a few days earlier an electrician had shown up unannounced at my homeI wasn't home so I told him we would have to rescheduleWhen they did return they had been given incorrect work instructionsThey were told to install four outlets, one in each corner as the business owner statesI pointed out that two of the four corners already had outlets so why install new onesThey had also been told to install a switch for the external outlet on the wall above the outlet, outside, where I told them I didn't want to walk to in the snowIf I hadn't been there they would have screwed up the job againGood communication is not this company's strong suit Sincerely, [redacted] *H

Complaint: [redacted] I am rejecting this response because:I have the estimateYou don’t need to send it to meIf you recall, I’m the one who sent it to Liberty Restoration in the first placeThe document I (as well as the insurance company) asked for was a detailed bill showing what we were being charged for such as labor and supplies etcNot just Liberty Restoration using the copy/paste buttons and sending me back the estimate with a couple items crossed offI never saw a credit for the paint supplies I purchasedI never saw the credit for labor of me painting both the bathroom and a bedroom on my ownThere is still a toilet sitting in my garage that apparently we are in charge of disposing ofThere also has never been any restitution for the $4,carpet mistake that was made on Liberty Restoration’s end either Sincerely, [redacted] ***

Dear Home Owner: I tried calling you the other day to discuss the concerns you have but never heard back from youIt is apparent that sending email's back and forth isn't going to be sufficient to go over your invoice in detailHave you reached out to your adjuster? As you know the adjuster works in your behalf (you are their client) We have spoken with him and he is more than willing to try and go over your invoice once again to try and explain the chargesIf you haven't reached out to him yet I would propose we set up a time that the adjuster, yourself, and I all meet together so we can sit down with physical copies of the invoices and go over each item line by line to better help explain any confusion you might have. Thanks,Nate

Liberty Restoration has made no effort to resolve this with me since prior to Christmas as I've previously documented The fact that their replies through the Revdex.com process are so patently is additional evidence that they are not operating with any level of business ethics They have my phone number, my email and they certainly know where I live To claim my wife and I have been difficult to communicate with is a blatant lie Saying that Owens Corning would inspect the roof in support of the warranty is clearly false As I documented earlier, I spent my time and energy to contact Owens Corning only to find that they DO NOT have such a business practice I informed Liberty Restoration's owner of the fact myself (see attached email chain that ends abruptly with their owner promising to get back to me weeks prior to me filing the initial Revdex.com complaint).I not only know that: my roof was installed well below any acceptable standards I also have an extensive list of other ways in which they damaged my property and put my family's well being at risk.It's clear to me that Liberty Restoration is only interested in avoiding a Revdex.com complaint showing up online.I do not see a route forward where the Revdex.com can lead to my satisfaction By now, they should've received a letter from my attorney I believe it went out in the mail on March 8th
Regards,
*** ***

Ms *** signed a work authorization and allowed us into her home different times to do the drywall and painting, therefore I do not understand how she can claim we were not hired to do the work, or the painting Furthermore, she requested that we do NOT repaint the wall with a Faux finishing that was preexisting, but instead she requested that we prep the walls and do a single solid color of paint on the walls Liberty is happy to correct any unsatisfactory paint She told Liberty's collections person that they had pictures and video, Liberty requested to see them, but Ms*** never produced what they claimed After the work is completed and to attempt to get bids to negotiated the cost of the repairs is a breach of contract when we had already agreed to work off the insurance estimate and do the work for that amount But, even at that, Ms*** has never offered to pay anything to Liberty for its services For this and other reasons, Liberty has turned this over to an attorney to collect on

Dear Homeowner:We are sorry for any confusion that you may have regarding the invoicing process that has taken place between Liberty Restoration and your insurance carrierAs you know we have had multiple conversations and emails that have gone back and forth to help try and explain the processWe
sent of our representatives to speak with your insurance agent so that they might be able to assist in this matter as wellOur estimator has been out to your home and has had multiple conversations trying to explain the billing processWe also reached out to your adjuster to help in the process as well. As you are aware we worked directly off of the estimate that your adjuster preparedThat estimate has been sent to you on at least different occasionsWe are happy to send that estimate again for your records. I"m concerned that you feel Liberty's Estimator hasn't provided the necessary documents you have requestedI show on Sept21st, 22nd and Aug 18th the estimate had been emailed out to you for reviewOne of those estimates was broken down into very simple terms to try and help make it easier to understand and create less confusionI have attached the estimates that we have sent to you on multiple occasions along with the Insurance estimatePlease see the dates they were sent so you can verify for you purposes.We have contacted your Insurance Adjuster who is also more than happy to help explain any billing misunderstandings that you might haveWe have contacted him and he has agreed that all of the billing is in line with his estimateWe would love that you contact him directly so you can be assured all billing is in order and the amounts are exactly what everybody agreed to.If you have any further questions we are happy to do conference call with your adjuster, agent, and anybody else that you feel should be included to help explain this process to youSorry for any confusion that you still h ave at this point I'm sure it can all be resolved

Mr*** I wanted to reach out to you personally and apologize for any confusion there may be with work being performed at your house by Liberty RestorationI have spoken with the estimator involved and would also love the opportunity to speak with you to clear up any confusion that might
still existI understand how difficult it can be to interpret insurance estimates and after speaking with him I thing there is a quick and easy solution to help clear any confusionI left you a message last week but never heard backWe would like the chance to come to your property and answer any questions you might haveI have gone ahead and attached the estimate that show the credits that were given to you for work that we never performedYou were paid for those services and was able to keep that moneyI have also attached the Work Completion form that was signed by you indicating that all of our work was completed in a satisfactory mannerOnce again we would love to try and clear up any misunderstandings that still existPlease let us know a good time when we can meet at your home. Sincerely,Management

Complaint: ***
I am rejecting this response because: The invoice that was submitted to the Revdex.com is not the same as the invoice left with me when Jason R*** left my houseI fell the invoice submitted by Liberty Restoration was prepared after my meeting with Jason R***I have attached the invoice left with me from Jason R*** for your review/comparison to the invoice submitted by Liberty so you can see the obvious differences in the two invoices.
Sincerely,
*** ***

Liberty Restoration's rebuttal to my complaint is completely unfounded First, they claim they are surprised that I filed the complaint Second, they assert that I have neither proven that the roof is defective Third, they claim I've been difficult to contact and not allowed them to complete the repairs All are far from the truthI'm not sure who wrote their reply, but between the salesman (Cam G***), Inspector (Joe S***), owner (Mike G***) and a "quality supervisor" (David K***) they don't seem to know what has been communicated To the first point, I've attached the letter that I sent to Liberty Restoration telling them they had until January 4th to address the issues They did not address the issues and I filed the complaint on either the 4th or 5th Additionally, they did send their foreman back to look at the work, as my letter documents, and I welcomed him replacing the flood lights that they broke, fixing the gutter they contracted to fix and painting the interior, which they'd signed on to do The gentleman made no effort to return or contact me.To the second point I've attached the inspection that I sent to them.To the third point - see the first point Also, I've attached the email chain I had with the owner where I told him that Owens won't do anything with an inspection on the roof and the owner tells me he'll contact me He never did Additionally, on January 9th David K*** texted me requesting my email address so he could send "warranty info" I happily gave him my valid email address I received no more communication from anyone at Liberty Restoration.I could go on, but believe that this easily supports the message that Liberty Restoration is not acting in good faith
Regards,
*** ***

1st - I never requested or agreed to a flat solid finishI requested and what Ike submitted to state farm was for faux finish I agreed to nothing other than it to be restored to its previous condition!2nd - not once did Liberty or Olivia or any other person in that odice request for the pics or videosNot once! If they can produce a document showing that and whem thy mailed it, I would love to see it WeHave written requests and verbal asking for a detailed invoice. 3Rd - we gave Ike months and a 2nd chance to correct the Punch List items, my fiance and I openly dscussed with Ike in our home on MORE THAN occassion After months of unanswered requests and Ike refusing to fix the paint a 3rd round, stating to my fiance and I, that he thinks it matched the rest of he home Insulting us in our own home We had just moved back from OR and renters had destroy spe of the home and we were in the middle of remodeling when the leak happened and put a halt to our upgrades. Liberty or anyone from Liberty has tried to work with me, supply the requested detail, and NEVER have they asked for pics - hey didn't respond AT ALL until December At whigh time Olivia and Ike got on the phone together screaming at my fiane, it got snout of hand the from liberty were yelling over each other, which is when my fiance ended the call with them, as they got abusive and threatening Which, they shouldn't have been yelling or threatening my fiance, I am the single owner of his home and the one whom signed the contract Very unprofessional and if yougoogle reviews for them- you will a handful of customers that say the EXACT same thing, dating back to 2011!LiberTy and Ike and Olivia are being dishonest and I will not stand bY and allow them to steal and rip me off for shady, sloppy work and the most unethical business process I HAVE EVER ENCOUNTERED! Our attorney he has all photos and videos and voice recordings proving everything I have stated! We also have a few eye witnesses as well as statements from the contractors that came in a had to go over what Ike had done, it lack there of.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Liberty met two insurance adjusters, Mark and Brian at the home in December 2015 to review the water damages resulting from a leak in a water line.  Ms. [redacted] debated at length regarding the proper scope for the repairs to the wood floor and the carpet with the adjusters.   Ms....

[redacted] was adamant that the wood floor could not be saved by sanding and refinishing.  The insurance company left the wood floor as an “open” item until a wood floor expert could inspect the floor.   Liberty secured a signed contract at this time to do drywall and paint repairs, replace some of the carpeting and look at either repairing or replacing the hardwood flooring as per the insurance estimate.   During the course of the work Liberty asked 2 different hardwood floor companies to inspect the floor to determine if it could be sanded and refinished or if it needed replacement.  Both companies believed that the floor could be sanded and re-finished.  However, Ms. [redacted] told both companies that she would not allow the floor to be sanded and refinished and demanded it be replaced.    At approximately the same time Liberty got word from its carpet subcontractor that Ms. [redacted] had gone down to the carpet store and demanded to pay for the carpet that Liberty was contracted to replace.  Although the employee explained to Ms. [redacted] that she would need to pay Liberty for the carpet work, Ms. [redacted] became belligerent and aggressive demanding to pay for the carpet.  In hopes of calming the situation and trying to appease her, they reluctantly accepted her “cash” payment for the carpet services she hired Liberty to do.  They believed that based on comments Ms. [redacted] made that Liberty would have a very difficult time getting any payment from her.   Ms. [redacted] breached the work contract and agreement by going behind Liberty’s back and paying its subcontractor directly.  Liberty believes that she did this in an attempt to cut Liberty out of the services it was contracted to provide.   As a result of this breach of contract and by not allowing Liberty to complete the contracted work as outlined in the insurance estimate to the hardwood floors, Liberty informed her that due to her breach of contract Liberty would not consider finishing the project, and would bill her for the work performed as per the insurance estimate (which is the most common practice in this industry) as outlined in the contract.      On April 26, 2016 Liberty met with Ms. [redacted] and Mr. Smith (husband) to review the details of the invoice as itemized per the insurance estimate because Ms.  [redacted] had not paid for the services Liberty provided.  They again rejected the invoice and requested even greater itemization than what was listed on the agreed upon itemized estimate.  The insurance estimate is very detailed and has approximately 67 detailed itemized line items, but Ms. [redacted] demanded a more detailed breakdown.  Liberty explained that the estimate is very well broken out and there is no reasonable way to provide a greater breakdown than what was already listed in the insurance estimate.   Ms. [redacted] has not paid a single dollar to Liberty nor has she offered to pay any amount.  In an effort to get paid and to attempt to meet [redacted]’s request for itemization, Liberty has sent an alternate invoice (as outlined in the contact) of producing subcontractor invoices, billing for project management time (which was broken down to the tenth of an hour), administrative costs, mileage (which was mapped and broken into each trip with a date), and profit.  Liberty provided a very detailed invoice, but Ms. [redacted] still refuses to pay.  At no time in the past approximate 8 months has Ms. [redacted] provided any reason or justification to not pay, other than wanting a itemized breakdown that was (i) never agreed to, (ii) is not described in the contract, and (iii) is not reasonable nor industry standard.   Liberty has not sent an invoice with a 100-130% markup, nor has anyone from Liberty yelled at either Ms. [redacted] or her husband in any manner or tone that was not equaled by them.  Furthermore, to accuse Liberty of fraudulent activities is completely false and baseless.  Liberty will be consulting with an attorney regarding possible libel charges against Ms. [redacted] for these inaccurate and defamatory remarks.    Liberty has tried every reasonable attempt to get paid for the work it provided and has finally resulted to sending Ms. [redacted]’s file to a collection attorney after 8 months of not being paid, and Ms. [redacted]’s response to this is to file a Revdex.com complaint.  Liberty would welcome any conversation with Ms. [redacted]’s attorney and any insurance representative regarding this matter.

Per the file records, the claim of ice damage occurred on 4/2/13, was reported the insurance company on 4/30/13 and Liberty inspected the damage on 5/2/13.   After the insurance company approved Liberty's initial estimate, repairs began on 5/6/13.  However, shortly after beginning the...

 repairs, additional damage/issues were discovered and reported to the insurance company on 6/10/13.  One of the issues was that Mr. [redacted]'s electrical system would not accommodate the electrical demands of the ice melting system that he instructed us was originally installed.  When Liberty replaced the heat cables in the gutters as per [redacted]'s instructions, the existing outlets that were tied to a single switch found in the garage, were not able to support the power to the heat cable in both the front and rear gutters and downspouts of the home without tripping the circuit breaker.  Simply put, the load was too great.  As a result, Liberty used a plug on a different circuit on back of the home to supply power to the rear gutter heat system.  Mr [redacted] asked Liberty if it would be possible to put the outlet supplying the rear heat cable onto a switch in the garage so he would not have to walk outside to pug in the heat tape.  On 9/20/13 Liberty again requested approval from the insurance company for the additional work because the insurance company never responded to the file note request on 6/10/13 regarding the issues and damages additional to the original inspection.  Liberty made subsequent requests specifically regarding the heat tape electrical issue to the insurance company on: 9/20/13, 10/18/13, 11/7/13, 11/21/13, 12/9/13, 12/18/13, 1/2/14, 1/23/14, 1/30/14, 2/11/14.  The heat cable was functioning but Liberty was still waiting for approval and comment of the additional switch.  On 8/10/15 Liberty's owner attempted to contact the insurance about these issues, and then again on 8/11/15, 9/28/15, 10/16/15, 10/22/15, and then got approval on 11/5/15 for the additional work.  Liberty is not aware of any effort or attempt by Mr [redacted] to contact his insurance company to get the approval or the additional work. After the approval on 11/5/15, the last item to complete this job is to install 4 new outlets, each on a separate circuits, at the four corners of the home, to install new heat tape on the roof in a zig-zag pattern, and to put the outlet on rear of the home that is supplying power to the heat cable in the gutter onto a switch in the garage.  The electricians showed up Friday 11/13/15 to do the work and there was some confusion between Mr [redacted] and the workers.  [redacted] called the Liberty office that morning at approximately 9:21 am and threaten to contact the Revdex.com and the insurance company if the owner did not return his call.  Three minutes later, at 9:24 AM, the owner called and left [redacted] a voice message and sent a text inquiring about his concern.   [redacted] texted back at 9:31 AM stating the insurance adjuster would be contacting him.  The adjuster called and approved to have all the new outlets be placed onto one single switch in the garage.  Liberty's owner is still confused what the problem was and has since tried to set up an appointment to meet with [redacted] and the electrician to inspect and review the installation of the 4 outlets and switches.  [redacted] said that was not necessary, and has agreed to meet the electrician and give them access to the home to complete the work on Monday 11/23/15. The heat cable is now being scheduled to install as the electrical is set to be completed.

[redacted]: You and I have been speaking via phone to get things resolved. I'm waiting for Americarpets to get me their detailed invoice so that both you and I can go over their numbers to see if their were any discrepencies. I appreciate your patience and will get back to you as soon as they get me all of the necessary paperwork. ThanksNate

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I really just want the work done once and for all, and correctly. The most recent issue I had the owner doesn't seem to understand is the lack of communication. I told him before I just wanted the courtesy of knowing when and what was happening, and to please notify me before sending workers to my home. Before I met the electricians recently, when we had the problem the owner didn't understand, it was because a few days earlier an electrician had shown up unannounced at my home. I wasn't home so I told him we would have to reschedule. When they did return they had been given incorrect work instructions. They were told to install four outlets, one in each corner as the business owner states. I pointed out that two of the four corners already had outlets so why install new ones. They had also been told to install a switch for the external outlet on the wall above the outlet, outside, where I told them I didn't want to walk to in the snow. If I hadn't been there they would have screwed up the job again. Good communication is not this company's strong suit. 
Sincerely,
[redacted]H.

Dear Homeowner:Thanks for you notifying us with regards to the questions you had regarding the work that was performed at your home. We are sorry for any confusion that may have occurred during the reconstruction process. After speaking with the Estimator today he mentioned that you and him had a...

conversation and got everything worked out regarding the billing questions that you had. It is our understanding that everything is now resolved and the job can be closed out. Please notify us if you have any further questions. Thanks,Liberty Restoration

To whom it may concern, We are disheartened the [redacted] family is dissatisfied at our attempts to communicate with them to remedy their concerns.We contend that all work on Mr. [redacted]’s project was performed within manufacturer’s guidelines and industry standards. To reaffirm that the roof is properly installed and functioning, we extend our offer to have a licensed roof inspector from Owens Corning, the shingle manufacturer, to act as a third party, unbiased inspector.  If any deficiencies are noted by the Owens Corning inspector we will then be happy to remedy the issues at no cost to the [redacted] family.  Owens Corning warrants these shingles and therefore has a direct interest in the correct installation of this roofing system.  Rather than taking the word of an unlicensed inspection report performed by a roofing contractor (who could pose some bias interest because they would be installing the new roof) we, at Liberty Restoration, are suggesting a licensed inspector, having no involvement to either parties, draft up a certified report of the roofs condition.Despite our requests, Mr. [redacted] still has not allowed us to complete the remaining work, which we are willing and able to do.  Liberty Restoration is prepared to make any and all efforts in order to ensure this project has been completed within the terms of Mr. [redacted]’s signed contract.  We look forward to working with the Revdex.com and Mr. [redacted] to come to a fair and reasonable resolution.

Complaint: [redacted]
I am rejecting this response because:I have the estimate. You don’t need to send it to me. If you recall, I’m the one who sent it to Liberty Restoration in the first place. The document I (as well as the insurance company) asked for was a detailed bill showing what we were being charged for such as labor and supplies etc. Not just Liberty Restoration using the copy/paste buttons and sending me back the estimate with a couple items crossed off. I never saw a credit for the paint supplies I purchased. I never saw the credit for labor of me painting both the bathroom and a bedroom on my own. There is still a toilet sitting in my garage that apparently we are in charge of disposing of. There also has never been any restitution for the $4,400 carpet mistake that was made on Liberty Restoration’s end either. 
Sincerely,
[redacted]

"To Whom It May Concern:   We are sorry to hear Mr. [redacted] was not happy with the service he has received with our company.  Liberty Restoration has a longstanding commitment to quality, workmanship, and customer satisfaction evidenced by our numerous positive customer reviews and...

thousands of projects completed without incident.   Mr [redacted] has provided no credible evidence supporting his roof does not meet industry standards. It is clear in Mr [redacted]s complaint he can not distinguish his experiences between Liberty Mutual and Liberty Restoration.  We contend that all work on Mr. [redacted]’s project was performed within manufacturer’s guidelines and industry standards. To reaffirm that the roof is properly installed and functioning we offered to have a licensed roof inspector from Owens Corning, the shingle manufacturer, to act as a third party, unbiased inspector.  If any deficiencies were noted by the Owens Corning inspector we would then be happy to remedy the issues at no cost to the [redacted] family.  Owens Corning warranties these shingles and therefore have a direct interest in the correct installation of this roofing system.  Mr. [redacted] became very difficult to get ahold of once this suggestion was proposed. Exactly 12 days later he posts his complaint. Unfortunately, despite our requests, Mr. [redacted] will not allow us to complete the remaining work, which we are willing and able to do.  Liberty Restoration is prepared to make any and all efforts in order to ensure this project has been completed within the terms of Mr. [redacted]’s signed contract.  We look forward to working with the Revdex.com and Mr. [redacted] to come a fair and reasonable resolution.  Sincerely,  Liberty Restoration, LLC"