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TRUST & TRANSPARENCY CENTER

Our Contract, in Plain English

Every question homeowners ask about working with us – answered directly from our contract, before you sign.
No fine print. No surprises.
1-800-222-4100
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7,500+

PROJECTS COMPLETED

$200M+

REVENUE, AFFILIATED BRANDS

35+

MARKETS SERVED

Lifetime

LABOR WARRANTY

60-Day

COMPLETION PLEDGE

24/7

EMERGENCY RESPONSE

IICRC Certified
HAAG Certified
Licensed 30+ States
100% Satisfaction Guarantee
Written Price Match
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Why Complaints Happen
Cancellation Policy
Insurance Process
Depreciation
Denied Claims
Contractor vs. Adjuster
Payments
Warranty
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CONTEXT & TRANSPARENCY

Why You May See Complaints about Us Online

We’ve completed 7,500+ restoration projects. Like any company operating at this scale – across insurance claims, weather events, and multiple states – some projects generate friction. Here’s an honest look at where and why that happens.

Our Commitment to Transparency

We don’t believe in hiding or discouraging honest feedback. This section exists because we’ve found that most disputes – when examined closely – stem from a small set of misunderstandings about how insurance claims, contractor contracts, and carrier payment processes actually work. We want to explain those dynamics before you sign anything.

Insurance Misunderstandings

Homeowners sometimes expect a guaranteed outcome or specific payout from their carrier – but we are the contractor, not the adjuster. We build what the insurance company approves and funds. When carriers underpay or exclude items, that frustration can get directed at us even when the decision was made by the insurer.

Deductible Confusion

State law prohibits any contractor from waiving or covering your deductible. Some homeowners enter the process having been told informally that the deductible can be absorbed – that is illegal, and we do not do it. When the deductible comes due at completion, it can feel unexpected even when it was disclosed in the contract.

Cancellation Timing Disputes

Our contract includes a clear rescission window – 3 to 10 business days depending on your state. Requests to cancel after materials have been ordered, permits pulled, or work started involve real costs we’ve already committed. The resulting compensation can feel surprising if the contract wasn’t reviewed carefully at signing.

Project Delays

Most delays on storm restoration projects are outside our control: carrier processing timelines, mortgage company hold-and-release procedures, permit office backlogs, material availability, and weather. We aim to be transparent about the cause of every delay, and we welcome escalation calls when communication breaks down.

Contractor vs. Adjuster Confusion

Some homeowners later realize that a public adjuster was separately involved in their claim and believe we were acting in that capacity. We are not licensed as public adjusters and do not act in that role. When we refer clients to a public adjuster, that adjuster works on contingency – paid from the claim proceeds, not out of your pocket. They operate under a separate agreement directly with you. See the full explanation below.

Depreciation Holdbacks

Many carriers hold back a portion of your claim – called recoverable depreciation – until work is verified complete. This is a standard insurance process. When homeowners receive less than the full RCV at payout and aren’t yet familiar with this mechanic, it can create confusion about where their money is. We explain this process in detail below.

CANCELLATION POLICY

Your Right to Cancel - And What Happens after the Rescission Window Closes

Our contract provides a clear cancellation right. If you cancel after that window, a pre-agreed compensation schedule applies based on the stage of the project. Every stage and amount is disclosed before you sign.

3-Business-Day Right of Rescission - No Cost, Full Refund

You may cancel this contract within 3 business days from the date of signing with no penalty and a full refund of any payments made. Some states extend this to 10 business days.

– your state-specific Notice of Cancellation will specify the applicable period.
“You may cancel this contract without any penalty or obligation within 3 business days from the above date, and receive a full refund of all payments made to the seller.” – Contract, Consumer’s Right of Cancellation

After the Rescission Window - Pre-agreed Compensation Applies

If you cancel after the rescission period has expired, our contract provides for pre-agreed compensation tied to the project stage at the time of cancellation. These amounts represent a reasonable pre-estimate of costs and commitments already made on your behalf – not a penalty. They are the exclusive contractual remedy for cancellation where applicable, separate from any amounts owed for work already performed.

Our Goal Is Always to Complete Your Project - Not Collect a Fee

The liquidated damages clause exists for one reason: by the time a homeowner considers canceling, we have typically already invested significant time, labor, and resources into their project – insurance negotiations, permit applications, material orders, crew scheduling, and subcontractor commitments. These are real costs we cannot recover if the project does not proceed. We are a construction company. We want to build your job. If something has gone wrong that is making you consider canceling, please call us first at 1-800-222-4100. In the vast majority of cases the right answer is to resolve the issue and complete the project – which is what we are here to do.

STAGE 1 - PRE-APPROVAL
$10,000

Before your insurer issues an approved RCV

You cancel after the rescission window has closed but before your insurance company has issued an approved settlement or RCV amount. The fixed amount reflects real costs already committed – site assessment, estimating, insurance communications, permit research, and pre-job coordination.

STAGE 2 - POST-APPROVAL
% per state

After your insurer issues an approved RCV

Once your insurance company has approved the claim and issued an RCV amount, cancellation triggers a percentage-based compensation amount. The specific percentage is governed by state law and will be stated in your signed contract for your state.

How the Stage 2 Amount Is Calculated - And Why It Is Based on the Full RCV

The Stage 2 compensation is calculated against the total Replacement Cost Value of the approved claim – which includes your deductible and any retail contracted or out-of-pocket amounts.

It is not calculated on the insurance payout alone.

Here is why: the RCV represents the full scope of the restoration project we committed to building. Our overhead, material sourcing, permitting, subcontractor scheduling, and project margin are all structured around that total project value. When a project is canceled after we have mobilized around a full approved scope, our actual loss is based on the whole project – deductible included – not just the portion your carrier issues directly.

The exact percentage applicable in your state will be clearly stated in your signed contract before work begins. If you have any questions about how this applies to your project, call us before taking any action.

Why Pre-agreed Compensation Rather than Calculating Costs after the Fact?

Our contract establishes a pre-agreed, reasonable estimate of committed costs so both parties have clarity upfront. The parties acknowledge that actual damages from cancellation are difficult to ascertain at the time of contracting – so amounts are set in advance as a proportionate estimate of the Company’s probable loss. These amounts are the exclusive contractual remedy for cancellation, separate from payment owed for any work already performed.

Once Work Is Underway

Once work has commenced, materials are ordered, or permits have been issued, the contract may not be canceled unilaterally – only by mutual written agreement of both parties. If you have a concern about an active project, please call us before taking any action. Most situations can be resolved directly.

INSURANCE CLAIMS PROCESS

How Insurance-Funded Projects Work - Step by Step

Restoration work funded by an insurance claim involves several parties and processes that are worth understanding before construction begins.

Our Role: Licensed General Contractor

We assess storm damage, scope the restoration, obtain permits, manage materials and crews, and restore your property to pre-loss condition – or better. Our contract price is not set upfront; it is determined by the amount your insurance company approves and we mutually accept.
“Final contract price is determined by the agreeable amount negotiated with the policy holder’s insurance company.” — Contract, Terms for Insurance Work

Your Deductible Is Always Your Responsibility - By Law

Every state prohibits contractors from paying, waiving, or offsetting a homeowner’s insurance deductible. This is not an Evolve-specific policy – it is state law. Our contract is explicit: “It is a violation of state law for Evolve Construction & Restoration to pay the deductible.” Any contractor who offers to cover your deductible is operating illegally, regardless of how the offer is framed.

Supplemental Claims and Cost Increases

If unforeseen conditions arise during your project – hidden damage, code-required upgrades, or price increases – we will submit a supplemental claim to your carrier on your behalf. Supplements approved by your insurer become part of the contract and are payable to us. Any upgrades you request that are not approved by your insurer are your financial responsibility, and we’ll notify you before proceeding.

INSURANCE DEPRECIATION & FINAL PAYMENT RELEASE

Why Your Insurance Check May Arrive in Two Parts

One of the most common sources of confusion in insurance restoration projects is how carriers release funds. This is a standard insurance process – not something specific to Evolve.
1

Initial Payment: Actual Cash Value (ACV)

When your claim is approved, most carriers release an initial payment based on the “actual cash value” of the damage – which is the replacement cost minus depreciation. This is your first check and typically covers a portion of the project.
This is standard carrier practice across all major insurers.

2

Depreciation is Held Back Until Work is Complete

If you have a Replacement Cost Value (RCV) policy, your carrier holds back the depreciation amount until the work is verified as complete. This withheld amount – called “recoverable depreciation” – can sometimes be a significant portion of the total claim. Your policy documents will specify whether you have RCV or ACV coverage.
3

Certificate of Completion May Be Required

Many carriers require a signed Certificate of Completion, final photos, contractor invoice, or similar documentation before releasing the depreciation holdback. We prepare this documentation for you — but your cooperation in signing and submitting it to your carrier is typically necessary. We provide all required documents. Timely cooperation speeds up your final payment.
4

Mortgage Company Hold-and-Release

If you have a mortgage, your lender may be listed as a co-payee on your insurance check. In this case, the mortgage company must also endorse and release the funds – a process that can take additional time and may require its own inspections or paperwork. This is controlled entirely by your lender, not by Evolve. Contact your mortgage servicer early to understand their release requirements.
5

ACV Policies: No Depreciation Recovery

If you carry an ACV policy rather than RCV, depreciation is not recoverable regardless of project completion. Our contract reflects this: you are responsible for any non-recoverable depreciation that contributes to the final project value. We encourage you to review your policy type before your project begins.

DENIED & UNDERPAID CLAIMS

What Happens if Your Claim Is Denied or Underpaid

We perform restoration work based on the scope and funding your insurance company approves. A denial or underpayment changes the path forward – but there are options.

When a Carrier Denies or Reduces a Claim

If your carrier denies your claim or approves less than the estimated repair cost, we work with you to understand the decision and identify the best path forward. We are not able to compel your insurer to pay a claim – that authority rests with you and your policy.

File a Supplement

If the original scope missed items or costs have increased, we can prepare and submit a supplemental claim to your carrier for additional coverage. This is a standard part of the restoration process and often results in additional approval.

Invoke the Appraisal Process

Most homeowner policies include an appraisal or dispute resolution clause. If you disagree with your carrier’s valuation, you have the right to invoke this process. An independent appraiser evaluates the damage and issues a binding award.

Engage a Public Adjuster

A licensed public adjuster can advocate on your behalf with your carrier – reviewing the scope, negotiating the settlement, and ensuring your policy benefits are fully utilized. Public adjusters work on contingency, meaning no upfront cost to you – they are paid from the claim proceeds they help recover. We can refer you to qualified, licensed adjusters in your area.

Seek Legal Counsel

If you believe your claim has been wrongfully denied or significantly underpaid, an insurance attorney or public adjuster attorney may be able to assist. Many work on contingency for residential claims.

Private Payment

If insurance coverage is unavailable or insufficient, you may choose to fund the restoration privately. We can provide a separate quote for out-of-pocket work and will work with your budget where possible.

Contract Rights Still Apply

If work has already been authorized, materials ordered, or mobilization has begun prior to a claim denial, contract rights based on the project stage at that time may apply. We discuss this directly and in good faith with every affected homeowner.

ROLE CLARITY

Evolve Construction Is Your Contractor, Not Your Insurance Adjuster

These are two distinct licensed roles. Understanding the difference protects you – and ensures everyone involved is operating within their legal authority.

The 30-Second Version

We build.

We are a licensed general contractor. We assess damage, obtain permits, order materials, and restore your property. We are paid for construction work completed.

A public adjuster negotiates.

They are licensed by your state’s insurance department to advocate for you during the claims settlement process. Public adjusters typically work on contingency – meaning there is no upfront cost to you. They are paid from the claim or settlement amount they help secure on your behalf.

These are separate roles, separate licenses, separate contracts.

Our contract is explicit: we are not licensed as a public adjuster and do not act in that capacity under any circumstances.

“Under no circumstances will Evolve Construction & Restoration be considered a public adjuster and Evolve Construction & Restoration is not licensed as one.” – Contract, Terms for Insurance Work Only

Evolve Construction
Licensed General Contractor		 Public Adjuster
Separate, Independently Licensed
What they do Restore your property - construction, labor, materials, permits Advocate for you with your insurance company on claim valuation
Licensed by State contractor licensing boards State insurance departments - an entirely separate license
How they're paid For completed construction work per the agreed contract price Typically a percentage of your insurance settlement
Authorized to settle your claim? No - explicitly prohibited in our contract Yes - that is their licensed function
Required to work with us? No upfront cost to you - public adjusters work on contingency. You are never required to hire any specific public adjuster to work with Evolve Construction. When we make a referral, it is because we believe that adjuster can help maximize your claim outcome. The decision is always yours. If a public adjuster is involved, they have a separate contract and independent obligations directly to you.

What the Limited Power of Attorney in Your Contract Actually Authorizes

Our contract includes a Limited Power of Attorney (LPOA) for a specific, narrow purpose: to allow us to communicate with your insurer about the construction scope, submit project documentation (invoices, completion certificates, lien waivers), and endorse joint insurance checks only to collect amounts owed for completed work. Any remaining funds after our invoices are satisfied are released back to you.

The LPOA does not authorize us to act as a public adjuster, provide legal advice, or negotiate, settle, compromise, or release your insurance claim in any form. You may revoke it in writing at any time, subject to the terms of your contract.

PAYMENT STRUCTURE

How and When Payments Are Made

Our payment structure follows the project milestones. Here is the exact sequence from contract to completion.
1

Half Down at Project Start

A 50% down payment is required before work begins. This secures your project slot, covers material deposits, and initiates permit applications. Contract §16: “Half down payment AND Customer agrees to our percentage of completion billing policy.”
2

Progress Billing by Completion Percentage

We may invoice proportionately as work progresses. If a requested progress payment is not received, we may issue a stop work order until payment is made. Contract §16: “Company reserves the right to bill proportionately based on percentage of work complete.”
3

Final Balance Due at Completion

All remaining proceeds and your deductible are due upon satisfactory completion of the project. Satisfactory completion means the work meets manufacturer’s specifications and applicable local and state building codes.
4

Punch-Out Retainage (10% Maximum)

If minor items remain at completion, you may hold back up to 10% of the original contract price until those items are resolved. All other undisputed amounts are due in full. Contract §16: “Maximum allowable retainage for any punch-out will be 10% of original contract price.”
!

Late Payment

Unpaid balances accrue interest at 1.5% per month (18% per annum), with a minimum of $2.00 per month. Collection costs, including attorney fees and court filing fees, are the customer’s responsibility if the account is referred to collections.

Direction to Pay: How Insurance Proceeds Are Applied

By signing our contract, you authorize your insurance company and any other entity holding insurance proceeds to pay those funds directly to Evolve Construction for work performed under the agreement. If a payment is inadvertently mailed to you, you agree to notify us promptly and forward the payment within 48 hours. This authorization ensures funds are applied to your project as work is completed and invoiced.

WARRANTY

What We Stand Behind - And for How Long

We stand behind our work with a lifetime labor warranty on all major work categories – as long as your account is current with no outstanding balance. Product warranties are governed separately by each manufacturer.

Lifetime

Roof Replacement

Labor warranty – no balance owed
Lifetime

Solar Replacement

Labor warranty – no balance owed
Lifetime

Siding Replacement

Labor warranty – no balance owed
Lifetime

Gutter Repairs

Labor warranty – no balance owed
Lifetime

All Other Repairs

Including interior work

Storm & Weather Exclusion

Our labor warranty does not cover damage caused by subsequent storm events – excessive rain, ice, hail, or wind occurring after project completion. These events are what your homeowner’s insurance policy is designed to cover. Our warranty covers how we built it; not what storms do to it afterward.

Workmanship Concerns - Notify Us First

If you believe there is a workmanship issue with any part of your project, please contact us before escalating externally. Our lifetime labor warranty means we stand behind our work indefinitely – provided your account has no outstanding balance. Our contract gives us both the right and the obligation to inspect and correct any confirmed workmanship issue. Early notification leads to faster resolution.

CUSTOMER RESOLUTION

Something Went Wrong: Here Is How to Reach Us and What to Expect

We want every project to finish right. When something doesn’t, here is the exact path from first contact to resolution — including when it makes sense to escalate externally.
1

Contact Resolution Directly

Call 1-800-222-4100 and ask for Customer Resolution, or email resolution@evolveconstruction.com. Include your name, address, claim number, and a brief description.
Response: same day or next business day

2

Named Owner Assigned

Every escalated concern gets a dedicated resolution owner – one person responsible for your case with a direct contact number. You will not be bounced between departments. Assigned within 4 business hours
3

Full File Review

We pull your complete project record: signed contract, insurance correspondence, permit documents, material delivery receipts, photos, inspection results, and all prior communications. Written summary within 24 hours
4

Submit Your Documentation

You can email photos, documents, or correspondence to resolution@evolveconstruction.com. If your concern involves workmanship, photos or a video walkthrough help us respond faster and more accurately.

5

We Correct Confirmed Issues

If a workmanship issue is confirmed, we correct it under our labor warranty at no charge. Our contract gives us the right and obligation to inspect and fix. We take this seriously. Repair scheduled within 5 business days
6

External Escalation

If you remain unsatisfied after our resolution process, you have every right to contact the BBB, your state contractor licensing board, or your state insurance department. We will never discourage you from doing so – and we cooperate fully with all regulatory inquiries.

What Your File Review Includes

When we pull your project file, we review: your signed contingency agreement and any addenda; all insurance correspondence including estimates, supplements, and approvals; permit applications and inspection records; material delivery documentation; crew and subcontractor schedules; photos taken at each project phase; and all internal and external communications related to your job. We will share relevant portions with you in writing.

VERIFIED CUSTOMER FEEDBACK

Share Your Experience

If your project went well, an honest review helps other homeowners make informed decisions – and helps us continue improving. We appreciate every piece of feedback, positive or critical.
Review on Google
Review on BBB
Review on BuildZoom

FREQUENTLY ASKED QUESTIONS

Common Questions, Answered from the Contract

No. We are a licensed general contractor. We restore your property. We are not licensed as a public adjuster, do not act in that capacity, and our contract states this explicitly. Your insurer handles the claim settlement - or you may independently hire a licensed public adjuster to advocate for you on the insurance side. That is a separate relationship and a separate contract.

No - and no contractor can. State law prohibits contractors from paying, waiving, discounting, or offsetting your insurance deductible in any form. Our contract reflects this legal requirement clearly. If a contractor offers to cover your deductible, that is a red flag regardless of how the offer is structured.

If you have an RCV (Replacement Cost Value) policy, your carrier typically issues an initial payment based on actual cash value, then holds back the depreciation until work is verified complete. This is standard insurance industry practice. Once your project is finished and you provide the required documentation (Certificate of Completion, final invoice), your carrier releases the withheld depreciation. We help you prepare all of this documentation.

Our contingency agreement is subject to insurance company approval - so if a claim is denied before any work begins or materials are ordered, we work with you to understand your options. These may include filing a supplement, invoking your policy's appraisal process, engaging a public adjuster, seeking legal counsel, or proceeding on a private-pay basis. If work has already begun, materials have been ordered, or permits have been issued, contract rights based on the project stage at that time may apply. We discuss these situations directly and in good faith.

It authorizes us - narrowly - to: communicate with your insurer and mortgage company about the construction scope; prepare and submit project documents such as invoices, completion certificates, and lien waivers; and endorse joint insurance checks to collect amounts owed for completed work. Any funds remaining after our invoices are satisfied are released to you. It does not authorize us to act as an adjuster, provide legal advice, or settle your claim in any form. You may revoke it in writing at any time, subject to contract terms.

Call 1-800-222-4100 and ask for Customer Resolution. We will pull your full project file and provide a written status update within 24 hours. If the delay is on our end, we will own it and provide a corrective timeline. If it is tied to insurance carrier processing, mortgage company funding, permit office timelines, or weather, we will show you the documentation supporting that explanation.

Yes. Our contract's non-disparagement clause applies only to false, misleading, or defamatory statements - it does not restrict truthful accounts of your experience, and it explicitly preserves your right to make statements required by law or to government authorities. Your honest feedback - whether positive or critical - is always protected. We encourage it.

We provide a lifetime labor warranty on all major work categories: roof replacement, solar replacement, siding replacement, gutter repairs, and all other repairs including interior work. The warranty remains in effect as long as your account is current with no outstanding balance owed. It covers our workmanship - how it was installed. It does not cover subsequent storm damage or manufacturer product failures, which are governed by the product manufacturer's separate warranty.

Still Have Questions about Your Contract or Project?

Our resolution team is available Monday through Saturday. Call us or email directly.

Call 1-800-222-4100
resolution@evolveconstruction.com
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