Complaints

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.

• Initial Complaint

  Date:04/08/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  After hurricane Fiona in September of 2022, we contacted P&P Roofing to patch an area of our roof damaged in the storm.
  
  They were inundated with requests, so a temporary patch was installed in October 2022. This service cost $475 + tax for just the temporary plastic patch.
  
  After numerous follow up calls, we were finally able to book the permanent patch in December 2022. This service cost $525 + tax.
  
  In May 2023 we noticed a shingle was already missing from the patch installed in December. We called then and followed up in July 2023 to see if we could have the issue fixed. We were told they do not guarantee their work and would repair the issue with their repair minimum call rate of $475 + tax.
  
  Based on their local advertisements, we assumed all of their work was covered by a guarantee.

  

  Business Response

  Date: 11/08/2023

  The material facts are true we did provide repairs to the customers property post fiona. However, we do not issue any guarantees to repaired work. The reasons for which will be listed in bullet form below:

  - Our policy is to only provide guarantees on full replacements, we do not obfuscate this and strive to provide customers with as much information as possible. It is also not an industry practice to warranty repairs.

  - During repairs, it is impossible for our technicians to conduct inspections and or repairs of ancillary parts of the roof (i.e roof decking aka wood) for suitability of installation, therefore it is impossible for us to guarantee their suitability for a secure and proper reinstallation.

  - If we were to offer guarantees on repairs, it would subject P&P Roofing to undue liability as we would be guaranteeing the integrity of work conducted by another company since roofing systems are integrated systems, an issue or oversight from the previous installation or another repair technician at another time may have effected the condition and performance of the roofing system, thereby causing us to be liable for someone elses work.

  Furthermore, at no time was any guarantee offered to the customer nor did he ask and was mislead, we strive to be as forthcoming as possible with all information. We also have a minimum callout charge and with the conditions and this repair required 2 separate callouts as there was an emergency service performed and a more proper fix later on.

  Customer Answer

  Date: 11/08/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20423843 and find that there is no use pursuing further resolution from the business.
  

  Based on this experience, when we replace our roof in the next couple of years, we will seek quotes from other businesses.

   

• Initial Complaint

  Date:21/03/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Received a written roofing Quotation from P&P Roofing *** ****** dated April 22, 2022. It lacked specific about the Landmark shingles so I asked for details about them in an email and informed by email they were Certainteed Landmark architectural shingles ( 50 year as per manufacturer). Accepted their quotation later in year by email after he stated this was acceptable and he scheduled the work to be done later in year. Numerous delays but finally scheduled for October 11 2022. On Thursday Oct 6, a few days before work was to start, I called *** ****** as I wanted to reconfirm everything for the follow Tuesday including the exact type of 50 year shingle. He stated retracting what he had stated about providing 50 year shingles which alarmed and concerned me greatly. I sent him an email on Oct 10 expressing my concerns about this change and he responded with an email terminating our agreement. Note: Received two quotations on roof one for half roof and one for full roof. Decided to take full roof with skylight. The skylight was later updated with a different model and thus price changed. I have enclosed several emails, 1. Dated April 8 2022 from me requesting the specific type of shingle and age type. 2. Ben's response email April 8 stating the quoted shingles were ( 50 year as per manufacturer) 3. My email of October 10 with my concerns about using a lower age rated shingle 4. Ben's email response October 10 cancelling our agreement. 5. My email to *** Nov 7 2022 looking for compensation for losses. 6. Ben's email Nov 7 2023 responding to my request. 7. Letter sent to *** in email Nov 7 2022.

  

  Business Response

  Date: 29/03/2023

  Hello,

   

  We chose to cancel the contract due to the customers combative and demeaning nature during phone conversations. Based on these interactions I made the determination that it would not be in our best interests or the customers to continue with the project. As outlined in the response I have attached, we incurred costs as well in the planning and material ordering for this project. The skylight ordered cost $1538.15 as per the invoice I have attached, which is a cost we have not recouped. Further the cost of time for quoting, planning and other activities related to the project. That considered, our incurred cost totals well above the 15% of contract total the customer is requesting. Furthermore, the customer took certain actions on their own volition without our prompting and we are not responsible for their choices.

   

  Further, we reserve the right to do business with whom we choose, the customer did not request to have a cancelation fee in place for this type of scenario and if such a request had been made, it would have been rejected. We place such a fee in place to protect ourselves incase a customer chooses to cancel the contract after we have incurred cost, any and all costs incurred would have by their own volition so we do not believe they are entitled to any compensation and since we are the ones who canceled, the customer is not obligated to pay for any cancelation fees (which we never tried to levy)

   

  Hope this helps resolve this issue,

   

  Best Regards,