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In Tampa, Florida, a segment known as Better Call Behnken has successfully intervened to assist a couple from Hillsborough County who were entangled in bureaucratic delays, preventing them from receiving a promised state grant.
Roberto Torres Gonzalez and his wife, Margarita, had long envisioned upgrading their home’s windows. They decided to utilize the My Safe Florida Home Program, which offers grants of up to $10,000 for homeowners seeking hurricane-mitigation improvements. This program provided the motivation they needed to proceed with their home enhancements.
Despite completing the necessary upgrades and obtaining approval, the couple encountered obstacles when attempting to secure the funds, as bureaucratic red tape stalled the process.
Desperate for a resolution, they reached out to 8 On Your Side Consumer Investigator Shannon Behnken earlier this month. Mere weeks after seeking assistance, the state finally issued a check for the full amount of $10,000.
“Nothing happened until you got involved, really,” remarked Roberto Torres Gonzalez. “First and foremost, I want to thank God because this was an answered prayer for us… your engagement was what brought this to completion, and we are truly grateful.”
According to Gonzalez, the application process began in 2022 and was repeatedly stalled due to funding issues and administrative delays.
“It’s been a long wait,” he said, describing a series of setbacks, including notices that funding was not yet available.
The couple was able to complete the home improvements last fall. However, the program required documentation from their insurance company indicating whether the upgrades would result in a discount on their policy.
Complicating matters, Gonzalez said his insurer, Citizens, required him to switch to a new company. At the time he sought help, neither insurance provider had supplied the necessary form, leaving his application in limbo.
Behnken reached out to Florida’s Office of Financial Regulation, which oversees the program, was contacted. Gonzalez said a representative then called him and assured him the payment would be processed.
“You’ve got the drive and the intensity to reach the right people and that makes all the difference in the world,” Gonzalez said. “They were very helpful to me, and I really appreciate that.”