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:05/23/2024

  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.

  On September 14, 2023, our home was damaged due to Roofing Contractors' negligence, incompetence, failure to use reasonable care , and lack of supervision by Pro Roofing personnel/contractors. In my opinion, we have also suffered diminished value of our home and that cost has not been evaluated. Rainwater deluged our home in several places, including 5 expensive window coverings, water damaged sheetrock in several rooms, all sheetrock water damaged in sun room, approx 35 ft by 8 ft. . Also, French doors leading into sun room became soaked with rainwater and are now warped. Indoor Outdoor carpet in a screened room was water logged. The sun room concrete floor, which is covered with tile, became flooded in several places and the water damaged the wood trim on the base of windows. Water also seeped under the floor and caused the soils to expand, resulting in movement of the monolithic concrete poured floor. I do have an analysis of the damage to the floor and potentially to the house foundation since water did also seep into the crawl space. Pictures and an analysis from a Professional Soils Engineer are also available. We are insisting on inspection of all damages and repair costs estimates by a professional contractor. The ***************** has never visited our house and 9 months have passed with no progress towards final repairs. This is way too long and is severely impacting our quality of living. We had planned to list our house for sale but are unable to with the damages. With the approval of Pro Roofing we are witholding payment until all repairs are completed to our satisfaction.

  Business Response

  Date: 06/17/2024

  As soon as the issues were brought to our attention PRA stepped in and have not left the homeowner's side. Our Project Manager and ** have had countless meetings with the customer in their home, on the phone etc and we have done everything we possibly can to make sure the customers home is being taken care of properly. The customer has withheld over 20k of funds that are owed to us and we have by no means ever abandoned the customer. There was a very short rainstorm that came over the house when repairs were being made. PRA told the sub-contractor NOT to open the roof due to the chance of rain. The sub decided to push forward anyway due to the timing and slight chance of rain. We had the sub-contractor file the claim with their carrier and also sought advice from our insurance company and our attorney. They all told us due to legal reasons and the way insurance worked we could not do anything until insurance did their thorough investigation. We have since secured multiple estimates for the impacted areas. We have worked with the homeowner to secure agreed work to begin on 6/27/24 through completion in a timely and efficient manner to ensure customer satisfaction and resolution.

  Customer Answer

  Date: 06/18/2024

  Complaint: 21749268
  
  I am rejecting this response because:
  
  Regards,
  
  ******* *********

  6/18/24
  We agree that PRA has been in touch with us by phone, in person, and by e mail since damages occurred, beginning the day of damages.However, to date, no repairs have been made.
  Regarding the monies withheld, at an in person, at our home,meeting with PRA, we discussed the fact that we had received a check from our insurance company for the balance of money owed to PRA for the roof replacement. The project manager indicated that we should withhold the balance due until damages are complete. The money has not been spent and will be paid to PRA, as agreed, when all damages are complete.  See e mail  below, regarding an Invoice from PRA on 12/4/23.

  
  Austin Propp<*****************************************************************>
  12/5/2023 2:04 PM
  To  ***** *********
  
  Hello *****, Sorry for the confusion this has not changed. Our office manager sends those out periodically. We will not be expecting the money until the damages are complete.
  
  On Mon, Dec 4, 2023 at 5:06?PM ***** ********* <********************************> wrote:
  
  *****, ******
  
  I understood that we had an agreement that Pro would not be asking for any additional money until all damages to our home were completed to our satisfaction.
  
  Has this changed? If so,why?
  
  At this point, we are unwilling to close our complaint due to the uncertainty with contractor scheduling and final completion.
  We want a listing of scheduled contractors, by activity, with dates and names of contractors. Upon final repairs completion, we will close with BBB.
  
  ******* *********

  Business Response

  Date: 07/11/2024

  Thank you for your response. As of today, concrete repair and interior drywall repairs have been scheduled and completed to your agreed satisfaction. We have agreed on and scheduled a contractor to paint the interior areas, repair exterior soffits, and the french door . We have selected interior flooring for the impacted sunroom area and will complete repairs following painting. Finally, when interior sunroom blinds are measured and selected we will schedule replacement. We have agreed that once repairs are completed, we will collect payment for the roof replacement. We look forward to restoring your home and completing necessary repairs to your satisfcation.

  Customer Answer

  Date: 07/15/2024

  Complaint: 21749268
  
  I am rejecting this response because:  While we are very pleased with ongoing progress, we will hold off acceptance until all the remaining items are completed.
  
  Regards,
  
  ******* *********

  Customer Answer

  Date: 08/21/2024

  Soffit has been repaired, replaced, and painted. Interior drywall and sun room drywall damages have been repaired and painted. Sun room floor has been repaired but a return trip by contractor will take place on Monday the 26th or August to shore up a slight drop on one end that has occurred since the repair.

  Following are items that still require completion: replacement of water damaged window shades in sun room, floor covering over damaged floor tiles in sun room, indoor/outdoor carpet replacement in screen room, and French Doors into sun room require repairs to eliminate chafing when opening and closing.

  We will be meeting with a representative from Pro Roofing on the 26th of August to finalize remaining actions, and it appears we are very close to closing out this complaint.
  

  Customer Answer

  Date: 09/07/2024

       Several items remain to be resolved: Indoor/Outdoor Carpet replacement in screened room, floor covering in sun room, French Doors are out of alignment due to rain water leaking on them, they need to be realigned to stop the rubbing upon opening, closing, All Window covering needs to be replaced in sun room, and various paper work confirmation needs to be provided, including warranty for roof replacement, Roof Inspection proof from City of ********, and sing off for all work so far completed.

  Customer Answer

  Date: 10/10/2024

   

  First, I want to apologize for my complaint taking such a long time to be resolved. The involved company is working with me, but things are moving slowly. I expect final resolution by the end of next week. Remaining are tile replacement, window shades replacement, and indoor/outdoor carpet replacement in a screened room. I would like to give an update, preferably a final, by the end of next week or the very beginning of the week of October 20.

  Please update our phone numbers, as follows, cell, *************. and home ************, thank you

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

  Customer Answer

  Date: 11/01/2024

  It has taken over 14 months to resolve our issues, mainly due poor response times from Pro Roofing's insurance carrier. 

  Pro Roofing personnel and all of the contractors used to resolve our issues have been professional and courteous. As of today, 11/01/2024, our concerns have all been addressed and resolved.

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