Florida CCC 1331061 | CBC 1262426
BBB complaint cases are limited to 9,000 characters and the Better Business Bureau blocks a lot of the details and information that can be both important and useful to prospective homeowners and new customers looking to learn not only if there are complaints filed against their intended contractor but also how many complaints are filed and how are they handled and resolved.
Therefore, Calloway Roofing has a written policy to publish all BBB complaint cases in their entirety (while taking the time to protect any personal identifying information from a complaintor).
Calloway Roofing LLC would like to thank the Merritt Island Better Business Bureau (BBB) for bringing this Complaint Case to our immediate attention. As Calloway Roofing LLC is a departmentalized contractor designed this way for the purpose of optimally serving its customer base; we are hereby confirming receipt of BBB Complaint Case # 90250023 and offering the following responses in accordance with BBB’s guidelines. In this regard, and as BBB policy states, “Please do not include any information that personally identifies your customer” our response, when referencing the Customer will be labeled, “BUYER” and correspondingly, Calloway Roofing LLC will be labeled, “COMPANY.”
Per Complaint Case Description:
“Calloway did not complete contracted repairs <address omitted> despite numerous promises. Insurance payed Calloway in full in May 2019. The remaining work to be completed are:
Calloway broke threshold during repair and took measurements to repair but has not done so after several months and numerous phone calls. Bugs and vermin are able to enter the house because the door does not properly seal. This house is for sale and the problem prevents it from selling!”
Further, and per Complaint Desired Resolution:
“I expect Calloway to replace threshold they broke and attach the correct bottom seal/sweep and alarm sensor or reimburse me the cost to have it repaired by a more reputable contractor.”
Dispensations Form. A construction logistics disclosure document signed by BUYER as an acknowledgement and understanding of short notices and project related inconveniences and setbacks related to roof, interiors and project related logistics.
Acknowledgements Form. A disclosure document signed by BUYER as an acknowledgement and understandings of and between COMPANY and BUYER in a contingency related contract between the BUYER and COMPANY.
1st Meeting – Inspection of property from a construction restoration perspective to include interiors and other non-roof related exterior items, and the eventual authorization by BUYER, authorizing COMPANY to restore said damage at the property.
2nd Meeting – Post-claim approval meeting between BUYER and COMPANY to continue the terms of the contingency contract including materials selections and prepare for the upcoming roof, exteriors, and if applicable, interiors construction.
Florida Room – Another term for sunroom or patio; an extra living are at the back of the house that permits abundant daylight and views of the landscape while sheltering from adverse weather.
ACV Check – A note tendered by an insurance carrier for/as compensation to a policyholder for claim related damage as part of a claim; and is issued, in many cases, before depreciation and supplemental claim items.
Adjuster’s Summary – Another term for adjuster’s worksheet or statement of loss; a document prepared by the insurer’s claim adjuster which itemizes the damaged goods that need replacement or repair.
Per Complaint by BUYER, BUYER states, “Insurance payed Calloway in full in May 2019.”
On May 10th, 2019 the BUYER’s property was inspected as part of the COMPANY’s 1st Meeting procedure, and BUYER subsequently filed a claim with BUYER’s insurance company informing the Insurance Claims Representative of damage to the roof, HVAC condenser, window screens, patio screens, Florida Room and that was coming into the Florida Room ceiling. Estimating was notified that genuine hail pock marks were on the front door and BUYER was informed that in regard to insurance covering the flat roof, COMPANY would put into the estimate the item and that insurance may pay for it or not.
NOTE: BUYER asked how fast can COMPANY get this done and COMPANY Inspections Dept. Representative stated that as soon as COMPANY knows COMPANY has an approval from BUYER’s insurance carrier. A note was further entered by COMPANY Inspections Dept. Representative that stated the BUYER was very busy working and therefore stated the BUYER would prefer updates via TEXT and then would call if BUYER had any questions. Further and more specifically, COMPANY Inspections Dept. Representative stated that BUYER asked a lot of questions and had displayed doubt style characteristics.
NOTE: At the time BUYER authorized COMPANY, BUYER did not produce a current copy of BUYER’s insurance policy; producing instead a 2014 copy which did not indicate if Law & Ordinance was elected by BUYER.
On May 22nd, 2019 BUYER’s insurance carrier responded stating, “The patio ceiling staining and garage door damage were not caused by hail and therefore, would not be related to this claim. <BUYER> elected not to open additional claims for these areas.”
On May 28th, 2019 an ACV check for $17,768.18 was received by COMPANY and required BUYER’s signature; and as per COMPANY procedure; a COMPANY Servicing Dept. Representative scheduled the 2nd Meeting with BUYER for June 5th, 2019.
On June 5th, 2019 a COMPANY Inspections Dept. Representative arrived at BUYER home address. However, BUYER did not answer the door and was not home.
On June 6th, 2019 a COMPANY Servicing Dept. Representative and BUYER connected again; with BUYER stating that BUYER forgot about the appointment and/or something came up and BUYER then rescheduled the 2nd Meeting for June 11th, 2019 at 8PM at BUYER home address; with BUYER stating a preference to a sooner date if possible.
On June 11th, 2019 a COMPANY Inspections Dept. Representative met with BUYER for the 2nd Meeting as part of COMPANY procedures and BUYER signed the permit related paperwork, endorsed the insurance ACV check; made shingles and drip edge color selections, and also signed an original copy of the COMPANY’s Dispensations form.
NOTE: BUYER understood that the second story shingles portion of the roof was approved by insurance; and ancillary items like the front door and window screens. However, BUYER stated that COMPANY should review the pictures for the lower rear-level Florida Room flat roof area; noting that there are stains in the Florida Room ceiling and that this means the flat roof is compromised and needs replacement. BUYER further stated that the adjuster kept a poker face the whole time so to please reach out and get this part paid. BUYER further stated that BUYER elected to have a “Premium policy with <Insurance Carrier name omitted>”; and that <Insurance Carrier> should pay accordingly on that/those items also; and specifically the flat roof area and the repair to the interiors as they are on the Adjuster provided Adjuster’s Summary. Finally, BUYER stated that as the HVAC condenser combing was not on the Adjuster Summary, that COMPANY please have that included.
On June 14th, 2019 the Insurance Carrier ACV check for $17,768.18 was deposited.
On June 19th, 2019 the COMPANY’s Servicing Dept. Representative called BUYER to update BUYER that COMPANY started the permitting process and BUYER let COMPANY’s Servicing Dept. Representative know that BUYER talked to <Insurance Carrier> and said the Florida Room flat roof portion was covered and BUYER stated very clear that BUYER wanted the flat roof portion get done. As BUYER stated the flat roof portion would be approved; and on the COMPANY Servicing Dept. Representative’s understanding of requesting updated Adjuster Summaries when there are mentions of changes, the ‘new’ Adjuster Summary is requested from BUYER and BUYER emailed a copy. Therein, on June 26, 2019 the received and uploaded ‘new’ Adjuster’s Summary was printed and placed on the COMPANY’s Estimating Dept. Manager’s desk for review to confirm Florida Room flat roof was covered.
NOTE: Upon the COMPANY’s Estimating Dept. Manager seeing the figures NOT change; it is deemed at a glance that Adjuster Summary items did not change and either Adjuster did not pay for the items or BUYER was inferring incorrectly.
On June 27th, 2019 the COMPANY Servicing Dept. Representative spoke with BUYER and BUYER asked how long it would take to begin roof project. The COMPANY Servicing Dept. representative began to explain there are many variables involved and BUYER stated that BUYER wants to know why the status hasn’t changed in two weeks.
On July 5th, 2019 a COMPANY Servicing Dept. Representative called BUYER and stated COMPANY is still waiting on permit.
On July 13th, 2019 a COMPANY Servicing Dept. Representative called BUYER and stated COMPANY still waiting on permit.
On July 27th, 2019 a COMPANY Servicing Dept. Representative called BUYER and stated COMPANY still waiting on permit.
On August 5th, 2019 City of Rockledge approved Building Permit. The Permit’s upload was missed by the designated Servitor.
On August 10th, 2019 a COMPANY Servicing Dept. Representative called BUYER and stated COMPANY still waiting on permit.
On August 24th, 2019 a COMPANY Servicing Dept. Representative called BUYER and stated COMPANY still waiting on permit.
On August 26th, 2019 BUYER called stating BUYER upset with how long its been. COMPANY Servicing Dept. Representative apologizes to BUYER as Building Permit was on file as of August 5th, 2019.
NOTE: COMPANY management, in finding out about the missed Permit status update; found instances where the Servicing Dept. Servitor was doing ‘busy work’ versus reviewing the file status and was subsequently placed in mandatory coaching.
However, COMPANY management also stated that the delay was not entirely based on the Permit in this file’s instance, but also on the active rainy season and how it was pushing builds-outs, out by 2 to 3 weeks or more.
NOTE: The COMPANY Dispensations Form and as signed and acknowledge by BUYER states,
Weather – As Central Florida receives 53 inches of rain annually, I/we understand weather considerations may require Calloway Roofing to reschedule and/or post-pone installation and further understand that weather <in bold>may directly affect our place in line.<in bold>
NOTE: In further response to the reaction of BUYER on the Permit 20-day delay; COMPANY orders the creation of API-based ‘triggers’ to send direct SMS messages to Production Dept. and Permitting Dept. staff in addition to the Email notifications.
On Wednesday September 4th, 2019 10:05am COMPANY received an email from the Materials supplier stating City of Rockledge branch would get materials [loaded on] BUYER roof by Friday.
On Wednesday September 4th, 2019 5:05pm the COMPANY’s CRM system auto-generated a triggers-based email and subsequently sent it to the BUYER stating, “As we are going to be re-roofing your property soon, please be advised that once the permit is posted on your property, it is not to be moved, removed, or tampered with…”
On Wednesday September 4th, 2019 5:07pm the COMPANY’s Production Dept. notifies the COMPANY’s Servicing Dept. that work is scheduled to start ‘tomorrow’ and to inform BUYER dump trailer will arrive in the morning along with the crew.
On Thursday September 5th, 2019 12:37pm a COMPANY Servicing Dept. Representative calls BUYER and updates BUYER that COMPANY will start build ‘today.’ BUYER is very mad because BUYER states BUYER did not get a 24 hour notice. COMPANY Servicing Dept. Representative explained the matter and BUYER is still upset. BUYER emailed COMPANY management about it.
NOTE: The COMPANY Dispensations Form signed and acknowledge by BUYER states,
<in bold>Scheduling<in bold> – I/we understand that <COMPANY> will schedule the build as quickly as possible; however, I/we acknowledge that coordinating vendors, suppliers, materials, and labor can and does create scheduling conflicts and I/we understand that <COMPANY> may therefore move things around and may give us last minute updates and/or move our “place in line” in the schedule.”
Further, the Dispensations Form also states,
<in bold>Notices<in bold> – I/we understand that Calloway Roofing is coordinating materials suppliers and the various additional vendors necessary to correctly restore our property. As such, I/we understand that <in bold>Calloway Roofing will give me/us as much notice and lead time as possible<in bold>; but may, <in bold>in some rare cases<in bold>, give me/us as little as One (1) Days’ notice <in italic>to include the night before<in italic>, by telephone, email, or text before roofing materials, dumpster, and roofing crews are to arrive and construction is to commence.
On September 10th, 2019 BUYER called very upset that BUYER interiors were going to take 4-6 weeks. BUYER was very mad at the limited information given by COMPANY Servicing Dept. Representative and requested Servicing Dept. Manager’s number.
NOTE: In response to the reaction of this BUYER on the post-roof construction for Interiors taking 4 to 6 weeks after the roof portion is done; COMPANY orders the updating of the Dispensations form to include a written disclosure as follows:
“Scheduling – I/we understand that CRLLC will schedule the ROOF as quickly as possible; however, I/we agree and acknowledge that coordinating city/county inspectors, dumpsters, materials, and labor crews can and does create scheduling conflicts and I/we expressly understand that CRLLC may therefore move things around and may give us last minute notice and/or updates and/or move our “place in line” in the schedule. As such, I/we understand that CRLLC may take up to 4-6 weeks from the time Permit is “pulled” to BEGIN roof build construction and I/we further understand that any interiors construction i.e., drywall, painting, etc. and/or exteriors construction i.e., gutters, rescreening, solar panels, solar heaters etc. will occur approx. 3-8 weeks after the roof.”
On September 20th, 2019 1:40pm a COMPANY Servicing Dept. Representative, as per BUYER’s preference to be texted; sends a message that the COMPANY’s Estimating Dept. was working on ‘Finalized Numbers’ with Insurance Carrier. Post-herein, COMPANY management is notified by the Servicing Dept. that BUYER is upset because the front door and the flat roof are not done. BUYER states BUYER is upset because his neighbors are getting their project complete in a week and it’s taking too long.
On September 20th, 2019 2:55pm the COMPANY Servicing Dept. Manager speaks with COMPANY management about BUYER being angry about flat roof and door.
NOTE: In response to the reaction of this BUYER on the FL Room flat roof not being approved by insurance carrier; the COMPANY’s contract, page 2 as received, signed and acknowledged by BUYER states,
“Any additional work or upgrades requested by the Customer will be in addition to the approved insurance amount. All requested changes must be paid in advance, in writing and agreed upon.”
On September 21st, 2019 the COMPANY’s Production Dept. Manager states FL Room flat roof is not approved by insurance carrier ‘as it is not listed in the Adjuster’s Summary’ with Insurance Carrier stating they did not approve replacement because they said it does not have direct physical damage and because it’s not directly tied to main roof, thus the FL Building Code can’t be used to cover it.
NOTE: This ties into the FL room flat roof being wrongly inserted into the second level roof scope of work. Traditionally it is on its own scope of work section.
On September 23rd, 2019 5:11pm the COMPANY Servicing Dept. Manager speaks with BUYER, relaying the limitations due to the insurance carrier not covering the FL Room roof and BUYER states to the Servicing Dept. Manager that the COMPANY were “bandits who ran off with all his money” because BUYER knows for a fact that <Insurance Carrier>, and per BUYER, “the Cadillac of insurance,” would never deny his door and the roof or the ceiling and the air conditioner. BUYER further stated BUYER door had visible “dings” and that COMPANY was keeping the money for the door because <Insurance Carrier> would not have just thought paint was going to fix it and BUYER believes BUYER should have a whole new door. BUYER stated he was promised that these things would all be taken care of and BUYER states BUYER was told “over and over” that COMPANY would get everything covered. BUYER states BUYER is extremely angry and disappointed, BUYER does not believe the Servicing Dept. Manager’s statement that the flat roof and door were not covered for replacement. BUYER states BUYER wants proof. Therein, the COMPANY Servicing Dept. Manager assures BUYER that COMPANY cares about how BUYER is feeling, and that COMPANY wants him to be comfortable and know that the COMPANY have and always will have BUYER best interest in mind. In the COMPANY’s Servicing Dept. Manager’s words, “BUYER is basically calling COMPANY and staff thieves.”
NOTE: In response to the reaction of this BUYER on the bandits and thieves’ inferences and comments; the COMPANY contract page 2 as received and acknowledged by BUYER states,
“<BUYER> understands that the approved insurance amount was derived from the scope of work on the insurance claim and the Replacement Cost Value (RCV) amount on the Xactimate that was agreed upon between the Insurer and Company. Any additional work or upgrades requested by the <BUYER> will be in addition to the approved insurance amount. All requested changes must be paid in advance, in writing and agreed upon.”
On September 23rd, 2019 5:21pm COMPANY management states that per the Adjuster’s Summary as provided by the Insurance Carrier’s Adjuster, the door is not denied and that only the FL Room flat roof was denied in addition to the garage door and the HVAC condenser combing.
NOTE: The COMPANY is still operating under the assumption that the FL Room flat roof is not approved.
NOTE: Portion of Adjuster’s Summary for Exterior Items totaling $901.81
5 – Remove and Replace Window Screens
105.40 Square Feet – Remove and Replace Patio/pool enclosure Rescreen
1 – Remove and Replace Exterior Door – Metal – Insulated flush or panel style
1 – One Side – Prime and Paint door slab only – exterior
1 – Detach and Reset Door lockset & deadbolt – exterior
NOTE: In further response to the reaction of this BUYER on the FL Room flat roof and door not being approved for replacement by insurance carrier; COMPANY management orders the further clarification and updating of the Acknowledgement form to include a clear and written disclosure in font-size sixteen (16) as follows:
“I/We understand that <COMPANY> is not a public adjuster and thus is only allowed to do the work as approved by the insurance carrier—in addition to any upgrades, changes, modifications, and additional improvements requested by me/us.”
On September 24th, 2019 at 10 days after roof installation, the COMPANY’s Production Dept. contacts the Interiors Contractor to handle the BUYER items post-roof installation and the Interiors contractor states that due to the number of homes affected by the 3-27-2019 storm, they are booked until the week of October 7th, 2019 and asked if the new door would be installed by then. On this exchange in communications, and as the COMPANY’s Production Dept. Manager is itemizing things for the Interiors repairs; the FL Room flat roof is seen buried within the second level shingles roof scope of work section.
On September 24th, 2019 the COMPANY’s Production Dept. Manager calls BUYER to update BUYER and sends BUYER a confirmation email to BUYER stating, “BUYER, pleasure speaking with you earlier. [COMPANY] has a couple guys on the way to handle the flat roof today. No need for anyone being there. Working on the other items.”
NOTE: COMPANY later updates BUYER by end of day that FL Room flat roof is completed.
NOTE: In response to the COMPANY’s Servicing Dept. Representative and the COMPANY’s Estimating Dept. Manager and the COMPANY’s Production Dept. Manager missing the insurance adjuster’s error of inserting the FL Room flat roof portion/section into the second level roof scope of work; COMPANY management orders the creation of a COMPANY Knowledge Base that can be referenced and accessed departmentally and by Administrators in all departments. The COMPANY Knowledge Base eliminates the learning curve gap of new staff; helping them learn procedures faster and referencing the Knowledge Base to find solutions. For example, the Adjuster’s Summary Procedure was one of many new Procedures created to boost the understanding of line items ‘out of scope’ or misplaced to avoid a similar situation again.
On September 30th, 2019 the COMPANY’s Production Dept. Manager sends email to door contractor regarding door and door assemblies.
On October 1st, 2019 the COMPANY’s Servicing Dept. Manager updates BUYER that 8 panel doors are discontinued and that a 6-panel door would be placed and that it would be painted afterwards just as the FL Room will.
On October 29th, 2019 the COMPANY’s Servicing Dept. Manager updates the file stating, everything is painted for BUYER and BUYER is now waiting on new hinges, the alarm sensor in the door and a sweep for the bottom of the door.
NOTE: The BUYER’s original door threshold is 30 years old and the screws are corroded and won’t budge and would break on an attempt to remove them. Further, as the slab was changed out with the new door; the new door’s sweep will not fit without adjusting the threshold. Thus, the old threshold has to be replaced but is a discontinued item and anything found as a substitute must have the screw holes line up exactly. Thus, a matching piece needs to be found and/or a custom-made special-order threshold must be identified—while the insurance carrier will not pay for it, claiming its unrelated to the hail.
NOTE: COMPANY’s Production Dept. Manager seeking an original piece and attempting to order a custom-made threshold.
NOTE: BUYER’s Insurance Carrier paid to replace BUYER’s front door and to paint one side; but for nothing beyond that.
NOTE: The COMPANY’s Production Dept. Manager informs BUYER that the insurance carrier did not pay for the back patio at all and in a gesture to work things out with BUYER; especially on the FL Room flat roof being buried in the second level scope of work; the COMPANY will cover the back patio at a cost of $1,430—inclusive of patio painting and drywall repairs.
On November 5th, 2019 the COMPANY’s Servicing Dept. Manager states BUYER says BUYER needs someone to finish everything because he is trying to sell the house. BUYER states BUYER is still waiting on the hinges and BUYER also said the dry wall repair looks unfinished and poorly done. BUYER stated BUYER inspected the door and BUYER said COMPANY must have broken the screws for the threshold because they were not broken before so that needs to be handled.
On November 21st, 2019 COMPANY Servicing Dept. Manager states the COMPANY’s Production Dept. Manager is still trying to get BUYER’s door to BUYER’s liking. The COMPANY’s Production Dept. Manager is trying to get a replacement piece for that part of the threshold that is broken. Also, BUYER says BUYER does not think the ceiling was done well.
On December 12th, 2019 BUYER left voice mail for the COMPANY’s Servicing Dept. Manager stating, “…this is <BUYER>. My phone number is <withheld here> or my cell phone <withheld here>. I’m calling about the front door threshold and the alarm sensor that has still not been installed in the door. And now the house is on the market and the feedback I’ve already gotten from two showings is debris that has blown in through the front door underneath evidently from my laundry can float blowing grass away from the from the step and it going under the threshold because there is no sweep there and the other was a lizard that somebody saw a gecko that somebody they opened the door and I was there and then they close the door and it ran back out underneath the door. So, there’s clearly a gap that stuff is getting in and it’s creating a real problem for me now. So, I know I’ve had gotten promises from COMPANY, but nothing seems to be happening. And so, I’m real concerned about taking it to the next step. Please call me and tell me what COMPANY is going to do about it. Thank you.” COMPANY’s Servicing Dept. Manager updates BUYER that the COMPANY’s Production Dept. Manager is actively seeking a replacement threshold for BUYER’s door.
Through January 2020 – COMPANY Production Dept. Manager seeking for and attempting to order a custom-made threshold.
Through February 2020 – COMPANY Production Dept. Manager attempting to order a special-ordered custom-made threshold.
On February 10th, 2020 BUYER files a Complaint Case with the Better Business Bureau.
Notes from the COMPANY’s Production Dept. Manager are as follows:
In regard to the BUYER’s alarm, the COMPANY’s Production Dept. Manager states,
“[The] BUYER’s alarm company has to do that. BUYER was informed of this a few times. The alarm sensor that goes in the door slab isn’t something one can retrieve without destroying it. A phone call from BUYER to BUYER’s current alarm company fixes that. Specifically, the alarm sensor in the slab; little round sensors that have a hole drilled into the slab; the sensor is pushed into the hole. There’s no retrieving it to reuse.”
In regard to the BUYER’s door threshold, the COMPANY’s Production Dept. Manager states,
“The COMPANY changed the BUYER’s new door slab out. The new door’s sweep will not fit without adjusting the threshold; but because the threshold is 30 years old and the screws are corroded, they won’t budge and would break on attempt to remove them. The new door needs the old adjustable threshold replaced and I can fix it, but the new piece has to have screw holes that line up exactly. So, a matching piece has to be found, the old screws drilled out and the new one installed and BUYER 100% blames BUYER house not selling on that. It took over month and more to track down one that would fit. It’s not something one can buy in box store. Hopefully this one fits.”
On February 17th, 2020 the COMPANY’s Production Dept. Manager informs the COMPANY’s Servicing Dept. Manager that the special-ordered custom threshold came in. Therein, the COMPANY’s Servicing Dept. Manager leaves BUYER a voice message and sends a text message informing BUYER that the COMPANY Production Dept. Manager will be installing the special-order threshold February 24th, 2020.
NOTE: The COMPANY publishes BBB Complaints on its own website. The BUYER and the BBB are welcomed to read the entire notes activity of this Complaint Case on the COMPANY website. The COMPANY invested heavily in technology and departmentalization in the belief that what the industry needs more of, is greater transparency and even more granular communication with its customers.
It is the only way for COMPANY to become a better company and that of the 1,000+ jobs the COMPANY is active and building on; the COMPANY can learn from the feedback the COMPANY receives from its customers—including a dissatisfied BUYER.
The COMPANY sincerely appreciates the feedback from our BUYER and prays that the BUYER understands that COMPANY has made many and all other efforts to alleviate the BUYER’s concerns—above and beyond—what the contract requires.
BBB Complaint Cases filed are responded to and serviced to the satisfaction of our Customers.
Calloway Roofing LLC is owned by Drew Calloway and the company makes it a written disclosure that every roof replacement will be a fully line-itemized registered roof installation.
Please call our office 24/7 to schedule first a full storm and roof inspection, designed to mark, note and record all the damage to the property. Then, one of our 5-months trained roof inspection specialists will sit down with you and go over the entire process and illustrate to you the written acknowledgement as discussed here for your review and satisfaction.
Thank you for visiting our website where you can also schedule a roof inspection directly with one of our inspectors now.