Gary Shay (owner) was, at first, an enjoyable person. He was a contractor sent by Nationwide to repair fire damage to my in-law's home, fixed the hole in the wall, but that's where the work stopped. After beginning the job, he was consistently "on travel to Florida" and "waiting for wood from the deck." This repair did happen during COVID, so we understood resources were scarce, but he did not do any work on the home for the next TWELVE MONTHS. I had suspensions that he was taking advantage of my in-laws and English not being their first language. My suspicions were confirmed when I approached Gary over the phone, questioning him over the year waiting period for "lumber," he then became belligerent, saying he's made millions of dollars in the construction industry over the past 30 years, and I should not be telling him how to do his job. I contacted the insurance company because of his attitude and lack of presence/communication and requested that he no longer come to their home and finish the work. He then attempted to bill them for work he had not completed and overcharge for very minimal tasks by sending an invoice that I had difficulty understanding. That process took another three months, as he was on travel to FL again. My goal was to file a formal Nationwide complaint because I didn't want any other older people to be taken advantage of, but the process proved to benefit the contractor.