In October of 2010 I made arrangements with Custom Creations Remodeling to replace a roof. The work was to be done before winter. Things did not take place as quickly as I had been promised. On December 15, 2010 a leak in the roof lead to electrical problems in the home. I asked the sales person what I needed to do to get the roof replaced right away. I was told that Custom Creations Remodeling would replace the roof right away if I paid them ? of the initial payment I received from the insurance company for that roof. I paid Custom Creations Remodeling $3,306 on December 15, 2010. As of the first part of February Custom Creations Remodeling had not even submitted the necessary paperwork to the insurance company, nor would they schedule the work and they refused to do so. I asked them to either replace the roof or refund my money. I was told that they would not refund my money and they would not replace the roof unless I paid them more money (amount not specified) to equal 1/3 of the price of the roof. This amount could not even been determined because Custom Creations Remodeling would not finalize the estimate. In addition to the additional down payment for the roof on this house Custom Creations Remodeling also insisted that I give them the down payments for two separate roofs before they would start the one I paid for. While trying to get the roof repaired I communicated with various people at Custom Creations Remodeling. Initially verbal agreements and promises were dismissed by the owner of the company because they were not written in a contract. I then insisted that all communication be in writing to assure there was no confusion. The staff at Custom Creations Remodeling complained about things needing to be in writing. I was also faulted by them for not doing things the way their customers normally do things. I asked some questions at the beginning of the process most of which were avoided and had to asked several times. I did not get answers to some, some were answered but the answers did not make sense, others were answered but they complained about having to do so. I felt as if they considered it a big favor on their part to answer my questions. One of the main reasons I initially choose to work with Custom Creations Remodeling was because they said they were very experienced in working with insurance companies and would be able to guide me through the process and answer any questions I had. Custom Creations Remodeling does seem to have software similar to what State Farm uses for estimating projects however I found their knowledge relating to the policy provisions of State Farms homeowner insurance to be inaccurate or misrepresented in order to increase the amount of work they would be paid to do. For example, I was very upfront about the fact that the three duplexes needing new roofs were rental property and that while we were not in any position to replace the roofs we were also not in a position to pay someone else to do work that we could do ourselves, such as paint or replace torn screens. My husband had been out of work for a very long time and was no longer receiving unemployment. I was told that Custom Creations Remodeling would not force me to have them do any work I did not what them to do, however the insurance company would not pay us to do any of the work ourselves and that if we tried to receive compensation from State Farm for work we did it would be fraud. The fact is, State Farm has no problem with a homeowner doing the work themselves. Once I confirmed that State Farm had no problem with our doing work ourselves, Custom Creations Remodeling attempted to force me to agree to pay them to do those repairs and said that if I did not pay them to do so then I would have to pay them 30% of the entire contract to do nothing at all. In my first phone conversation with the owner of Custom Creations Remodeling he agreed that they would replace the roof only and drop the other repairs. After that phone call however it came up several times and was used against when trying to get them to refund the down payment I gave them for the roof. While arguing with Custom Creations Remodeling to get them to replace the roof for which I made the down payment the interior of the house was suffering significant damage due to ice dams. There are two families with small children living in the home and parts of the ceiling is falling down. I informed them in no uncertain terms that they needed to get the work done or give me my money back so I could hire someone else. They refused but I still needed to get the roof done. I hired a different roofing company and the roof is now replaced. I did so despite warnings from Custom Creations Remodeling not to have any work done until this was resolved. There have been threats of taking me to court and forcing me to pay several thousand dollars for cancelling the work and paying legal fees and paying their lawyer. I am sure that this is has been in an attempt to scare me into dropping this and letting them keep $3,306 for doing nothing. On February 1, 2011 I submitted a complaint to the BBB. Custom Creations Remodeling is a member and used their rating with this agency as a defense. The process through the BBB asks the company to submit a response to the complaint in writing within 10 days. This however is not a requirement so Custom Creations Remodeling chose not to do so and instead insist that they can only respond in person to someone at the BBB. This has been hard to schedule so it is just dragging out the process. The owner of Custom Creations Remodeling also tried to go outside the BBB process and contact me directly stating that the ?moral? thing to do would be to work this out without going through the BBB and warning me that things would get ?Bloody? if I did not agree to do so. As stated, on December 15th I was told that I needed to pay $3,306 to get the work done. After accepting and cashing my check Custom Creations Remodeling stated that they would not do the work as agreed. They would not refund my money. They said they would only schedule the work if I paid them several thousand dollars more for this and other non-related work that had not been scheduled either. They also tried to get me to agree to pay them to replace the gutters despite State Farm stating that they were not damaged. I refused to give them more money as there was nothing to indicate that this time they would actually make good on their word and do the work. I do feel that if I had given them more money I would just be trying to get a larger refund from them at this point. It has been two and a half months since I paid Custom Creations do replace a roof that has now been replaced by someone else because they refused to do it. Custom Creations Remodeling knows that they owe me $3,306 and I need that money to pay the people who were willing to do the work. They are dragging this out longer than necessary although I am not sure what they have to gain by doing so unless they are hoping that I will just get tired and let them keep my money. I want my money back and to never have to be in contact with them again.