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Business Profile

Roofing Contractors

Proline Roofing & Gutters
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/12/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    PROLINE rOOFING INSTALLED OUR NEW ROOF IN june/JULY OF THIS YEAR. wE PAID $23,509.50. Our old roof was 20 years old and never leaked.In early November this year the new roof leaked causing damage to our kitchen ceiling. Proline denies that it has anything to do with their roofing job and won't discuss paying for damages. In fact they have constantly avoided our calls, that is until today when we told them we were filing a complaint with you. Now someone will talk to us.

    Business Response

    Date: 09/12/2022

    We acknowledge receipt of the customer complaint, and confirm having
    installed the roof at *** ******** ****** this past Summer.  Please
    note, however, that we have communicated with the customer and attended
    the site twice since the leak was reported.

    The first visit
    entailed the original roofing foreman from this project attending after
    hours shortly after the leak was reported to review/assess the problem
    area around the stucco chimney.  He checked thoroughly underneath the
    adjacent shingles and surrounding metal flashing and everything was
    completely dry, so there was no leak evidence from Proline's work.  He
    also assessed the top of the stucco chimney where there is a metal cap
    and covers.  As a courtesy and to see if it would help, he applied some
    caulking to suspect seams on the cover and also around a gap from one of the custom covers ******* ***** ** *** ******** ***** ******  None of the chimney components (metal/stucco) were modified by Proline during the roofing project as we strictly replaced the shingles and metal flashing surrounding the base perimeter at the roof line.  Our roofer sat down with the owners that same night and explained his findings and that all of his work was found to be correct/watertight and that he suspects the chimney is the culprit. 

    The second visit by our same roofer was this past Monday, December 5th as a follow up.  The roofing/flashing are all intact and sound, and he proceeded to once again explain to the homeowners that there is no workmanship issue/error with Proline's roofing work and he suspects the top of the chimney which would fall under the jurisdiction of a qualified masonry/chimney contractor.  No further leakage has been reported by the homeowners despite rain since early November, so the caulking atop the chimney appears to have stopped the water ingress.  This means we could technically charge for the courtesy caulking services rendered, but don't intend to as a professional courtesy.

    In our longstanding business history and accreditation with the BBB we have always demonstrated a timely commitment to assessing any reported leak and addressing the situation if it falls under workmanship warranty.  In this particular case we followed through the same way we always do, except for a brief lag regarding the GM communicating with the owners for which he and ***** apologize.  As there is no issue with the roofing and our workmanship warranty terms state we are not responsible for potential interior damage after completing a roofing project, there is no liability or requirement for Proline Roofing Ltd. to cover any costs associated with interior repairs initiated by the homeowners.  ** ************ *** *** ****** ** ******** *** ********* ************ *** ** **** ************ ********** ** **** *** ******* ****** ** *** ******** ***** **********

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