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:04/21/2023

  Type:Order 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.

  On 02/16/2023, we were visited in our home by ********************* a rep with AdjustPro, my elderly, disabled husband signed a contract.. *** falsely represented the contract by telling us that we would only be responsible for our deductible and that we could cancel our contract at any time. He briefly went over the contract, on a tablet with no paper copies being exchanged and instructed by husband were to initial and sign, meanwhile, the information he was giving us was not what the contract actually said. My husband was under duress and under pain medication from a surgery he had just days before. We feel this company has falsely represented themselves and has tried to get even more money out of us then the insurance has already paid. I received a text message and was told our insurance company approved our roof repair, so we made an appointment to meet with ***************************, he arrived 45 minutes late to our appointed time. Upon sitting with him, he informed us that we were now responsible for a $3930.48 which included $500.00 deductible and rest depreciation values. So since this time I have called and requested a copy of the quote from our insurance and **************** and after several calls finally was emailed a copy. Upon receiving this copy, have tried calling ********** office several times with no response. Since ********** cannot communicate directly with us as promised in their contract, they have failed to fulfill their obligations to the contract, this contract should be void and not valid. Our homeowners insurance has sent them a check in the amount of $7,339.03, which has been cashed. We are formally demanding payment in full of the $7339.03, so that we can have our roofing replaced by a license, bonded, reputable roofing company. This company uses very deceptive, predatory business practices and needs to be stopped from taking advantage of vulnerable persons in the future. They don't even have their correct NP# on their paperwork.

  

  Business Response

  Date: 05/05/2023

  Hello, we looked into this issue and have reached out to ****. The main concern when talking to the complainant was the lack of communication. We have recently gone through large changes within our company, one of which was changing our entire phone system. It is possible that the homeowners had the incorrect office number during this time. We have made strides towards better communication practices to ensure homeowners are properly updated. As far as the contract that was signed on 02/16/2023, **** did tell me that her and her husband were both present during that time. Our rep that went to the home gave out generalized information due to the majority of our homeowners only having to pay their deductible. However, some have certain policies that require the insured to pay out their non-recoverable depreciation which unfortunately, was the case for the complainant. We do our best to inform our homeowners of how our process works and what to expect. The homeowner also expressed concerns about not being provided a paper copy of the insurance estimate. Standard practice for our company is making sure any needed documents are sent digitally to reduce our economic footprint. During the call with **** we did agree on our standard refund policy of 75%. We do keep 25% as a public adjusting fee for the work completed up to the cancelation of the contract. In this particular case the complainant was awarded $7,339.03, their refund will be $5,504.27. This then completes the cancelation of the current contract we have. 
  
  
  
  If any further questions or concerns do arise please feel free to reach out to us at *************.

  Customer Answer

  Date: 05/08/2023

   We finally heard from ***** on May 4th, 2023.  There were quite a few unsatisfactory reasons on their part why they never reached out to us, One being that they have a new phone system.  Unacceptable excuses. Our means of communication, email, home number and cells phone numbers did not change.   Did their individual cell phones stop working?? What about internet service??  As a business that has a contract to represent you totally to have roof repairs done, they grossly failed to fulfill their end of the contract.  ************ takes your insurance money up front, having your insurance mailing it directly to them, and then you never hear from them again. If you choose to sever all ties with ********** Solutions, they will refund your insurance funds minus the 25% fee for doing the minimal amount of work.  Work you can actually perform yourself with your insurance company adjustors.  ************ has only been in business here in AZ for 3 years and has had numerous complaints with the BBB, this reputation and history speaks for itself.  I pray that other persons/homeowners do not fall victim to this company and their deceitful, deceptive predatory business practices. in order to sever all ties with this company, we are agreeing to the refund minus the 25% so that we can get our roof repaired by reputable, licensed and bonded company that does not need to use deceptive practiced to remain in business.  

  NOTE:   Refund will only be accepted, if a written letter stating that we are released from the contract with ********** Solutions is given to us along with the refund.  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  Regards,
  ***********************
  
   

  
  

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair 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.

  This company has harrassed my house so many times after repeatedly asking them to please stop plus I have a no soliciting sign yet they still bang, yell, and ring my doorbell multiple times a day. I have videos that go back a month of me asking them to please stop knocking on my door as I have zero interest in working with them.

  

  Business Response

  Date: 07/19/2023

  We will do our best to not knock on this customers door again, we do apologies about us knocking on they're door and our canvassers do their best to happen everyone in all neighborhoods of *******.    

  Customer Answer

  Date: 07/19/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  However, they just knocked on my door yesterday so they still have actively been knocking on my door even with a no knocking sign plus a no soliciting sign that they can see as they are walking up to my door and see before they knock but still choose to knock.
  
  Regards,
  
  *************************************
  
   

  
  

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair 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.

  AdjustPro representative approached me and said storm damage was noticeable. This representative was allowed to take pictures of roof, explained damage, said they would file insurance claim, have their adjuster meet with my insurance adjuster to view damage together. She explained that the insurance company would pay AdjustPro 25 percent of the claim amount but that the 25 percent was separate, above and beyond my claim amount. She also claimed I did not have to use Pro-Tec (AdjustPros business partner for roofing) for repairs. An appointment was scheduled for AAAs adjuster and AdjustPros adjuster. AdjustPros adjuster did not show for this appointment. AAA did agree their was some storm damage and sent check to AdjustPro in the amount of $7,966. Their adjuster, *************************** met with me and discussed options. He focused on replacing entire roof, and installing solar panels. This would cost me the insurance: $7,996, additional cost for entire roof: $7,100, deductible of: $1,000, additional (optional lifetime warranty): $1,500 and solar panels: $28,766. After declining solar panel installation that would require me to finance $35,000, I never heard from ***************************** again. This was 12-23-22. I spoke with office coordinator, ******** once. 1-11-23. Several messages were left on voice mail following the initial conversation with ********, but company has not responded to any of my calls. Resolution: complete refund of $7,966.

  

  Business Response

  Date: 01/30/2023

  *******, thank you for speaking with me this evening and working towards a resolution. Please close out this complaint. *****************, Director of Production/Build @*************************************, **************.  

  Customer Answer

  Date: 02/03/2023

  *******, thank you for speaking with me this evening and working towards a resolution. Please close out this complaint. *****************, Director of Production/Build @*************************************, **************.  

  I am currently rejecting the above response because there is no action for a resolution noted in this response. 

  I have spoken with Sperry Peek.   

  ***************************

  

  Business Response

  Date: 02/09/2023

  ******* and I spoke and she did not know if she wanted the refund still or perhaps to continue to work with us and stated she would follow up with me personally. My name is ***************** the Director of Production here ************, I provided her with my contact information as well. 

  Customer Answer

  Date: 02/12/2023

  I left two messages on Sperry Peeks voice mail and have not had a return call. ****** said she would talk the owners to see if the percentage amount of insurance money to be refunded could be adjusted differently.  We did not discuss having the company working at my home.  

  I do not want the company to do any work at my home after the experiences I have had with them.  

• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair 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.

  I signed with the company "AdjustPro Solutions" for roof damage on October 2022 and they promised to work with the insurance company to fix the roof as soon as possible. It has been two months and no action was taken, it keeps raining and water gets into rooms and everywhere in the house, Adjust pro does not even answer my phone calls to tell me about when they are going to fix the roof. No one can live in a house with this situation, it is not even human to be treated like this. They do not even come to cover the leaking roof with any material until they get this issue straightened out

  

  Business Response

  Date: 12/13/2022

  AdjustPro Solutions did assist the complainant in filing the claim for their roof damage. We did work with the insurance company to get the roof replacement done. Attaching letter from the insurance carrier which denies the damages being a result of a hail storm. The insurance provided conducted an investigation and met us at the property. Their review of your claim revealed the following relevant information:
  No signs of hail or recent wind damage to the roofing materials, or collateral of the roof. Also inspected soft metals around the property, and front ***************** and screens, along with left ********************, and screens. In conclusion not even wind driven rain would be considered since the since damages were not a result of the storm. In response to the complainant stating she has not been able to contact our office I would like to inform that we had just spoken to her yesterday, she spoke with ********************* approximately 3:00 pm for 20 mins. In addition all of this information was provided to her by us and her insurance provider. There is no way to have insurance pay for a replacement if the insured does not have coverage in the policy. The letter attached above outlines the exclusions which we shared with the complainant. We are willing and able to do the work and offer lots of payment options in the event insurance does not cover, we offered and complainant is upset that insurance won't pay. I also recommend that if insured/complainant needs or wants further clarification the option to reach out to their provider and adjuster could be helpful. 

  

  Business Response

  Date: 12/23/2022

  We have already responded to this complaint. AdjustPro would be happy to finish the work and perform the roof replacement if the complainant wants to pay out of pocket. We have assisted in coming the claim with insurance provider however was not covered due to it being listed as a repair. Several people from our office have spoken to complaint and insurance carrier even sent out a formal letter outlining the details. 

• Initial Complaint

  Date:11/21/2022

  Type:Service or Repair 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.

  This company approached me about helping me replace my roof through insurance. The company opened a claim on my behalf with insurance and had a roofer complete the work once the claim was approved and I paid them my $1000 deductible. The roof was replaced on 10/25/2022. However, the roofer did not reinstall my **** system correctly when they were done. I called AdjustPro and let the coordinator know that the **** system was not working after the roof work was done. She said she would contact the necessary people and get back to me. I did not hear back for over a week. I have called multiple times and left multiple messages with the coordinator. I have not heard back. I called the main company number and spoke to a receptionist who said they would have the coordinator call me. She never called me. I have tried calling the main number again and they are not picking up that line either. They need to come fix the **** unit they did not reinstall correctly.

  

  Business Response

  Date: 12/05/2022

  After receiving notification from the homeowner through proper channels, we did resolve issue with *************** on November 21st, 2022. We have no record of any issues there after. I did reach out to ***************************** via text and voicemail to follow up and will up to ensure any workmanship issues have a speedy resolution. 

  Customer Answer

  Date: 12/05/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and it is satisfactory to me.  I was able to get in touch with the business and they were quick to resolve the problem. 
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:10/20/2022

  Type:Service or Repair 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.

  In August 2021, a sales person from AdjustPro came to our house to see if they could help us get a new roof. We were told that our current roof needed to be replaced and they could help us do it. My mother and I said yes and they started the process. Our insurance carrier, ******* told us that the roof was partially covered and then not covered at all. This went on for several months. I tried calling AdjustPro to see what was going on with the roof and never received any response. Then in March 2022, I received a call and they asked if I wanted to proceed with getting the new roof. My mother had just passed away and I told them that I didn't have the money to replace the roof. I thought that this project was over since I was told by both Mercury and AdjustPro that my claim was denied. I then received a check in the mail on 10/15/22 or $ ******** from AdjustPro for the balance of my claim . I had no idea that the claim was approved. I also realized that AdjustPro took a 25% cancellation fee for the job not being completed. I might have completed the job if I knew tjhat they had received money from my insurance. I called AdjustPro and spoke with ******** on Monday 10/17/22 and was told that she would look into this and get back to me. I haven't heard back from her. I want to know why I was never told that my claim was paid and why they charged me a cancellation fee on a claim that I never knew existed nd approved. I feel that i was deceived by AdjustPro and would like the @ ******** cancellation fee back since they did not do the job nor they did they ever tell me that the claim was paid by *******. The reason that I didn't file the claim within the 1 year period was that I didn't know that the claim was approved.

  

  Business Response

  Date: 10/21/2022

  Hello ****, 

  I am sorry to hear about your mother, and send condolences. I just left you a voicemail and would be happy to go over options for moving forward with getting the roof replaced or going over the contract with you. You can call in and ask for me (Sperry Peek) and ******** can get you to me. 

• Initial Complaint

  Date:09/23/2022

  Type:Service or Repair 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.

  Dispute by (home owner) over removing solar panels during recent and future high heat, I asked in April 2022 that the panels be removed when the temps lower, then replace the roof. I have had two phone calls with two different employees of the company accusing me ignorance in the roof replacement, not removing the panels before the roof replacement and not returning my 500 dollar deductible it they don't do the work. The service of this company alone when speaking to them is disrespectful at its highest.

  

  Business Response

  Date: 10/03/2022

  I spoken with the complainant and Mrs. ********* and we have determined that we will do the removal of the solar panels first week of November and coordinate the roof replacement to their liking. 
  

• Initial Complaint

  Date:08/04/2022

  Type:Service or Repair 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.

  this is to continue a complaint. against ajustprosolutions and possibly pro tek as they may be part of same company. am also seeking info on any companies that might be able to make these people do the right thing or punish them if they don't also am interested in the complete data about these companies--owners--partners etc. or how to find this data. our celing has been leaking since end of june. manny who may be be part of the company - has lied to them 3 times so far about having come to our location. same guy who went to special store for special caulk-- slipped up and said he went to ********** for caulk. was supposed to be here at 8am on 7/29--then at 1pm-then at 2:30pm. showed up at 3: 15 but said he could not do anything unil they paid him. did nothing/left at 3:20. our celing is bubbling w water & discoloring in a few places & still leaking. we believe the entire insulation above is soaked and are afraid of mold. at other end of house bit of ceiling falling to floor. my husband is very ill w cancer & the medicine he is being treated with. i had ***** neck/back surgery & still having problems. no one should be treated the way these companies are treating us-- especailly with our ages and health issues. so now someone is supposed to be here 8/4 @ 8am--to fix the problems. which also means removing the insulation--putting new insulation in--fixing ceiling--must have new drywall on ceiling--painting--stopping leaks--replacing any ruined wood--mold issues--etc--etc. ********** we have been sort of lucky that bed/tv not damaged to date.

  

  Business Response

  Date: 08/15/2022

  We are happy to report that the issue has been resolved. We hired a third party to investigate the cause of damage and upon results it was determined to be a a mistake on our end and we promptly took action. Even prior to the investigation myself and office staff went to check in on Mr. and ******************* we made a trip to ********** to get mitigation supplies. We had our crew repair the roof and our team went to work to repair the interior damage as well. We removed and replaced half the ceiling in the master bedroom as well as removed and totally replaced the attic stairs. I have spoken to Mr. and ******************* today to confirm they are satisfied with the work. I heard excitement in ****************** voice when he shared how happy he was with the repairs. I then spoke to ******************* and she agreed that we did an excellent job to rectify the situation. We all make make mistakes, here at AdjustPro Solutions we hold ourselves accountable and take pride in our work, we will do what it takes to ensure all of our clients are happy.