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:07/22/2024

  Type:Product 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.

  PJ Fitzpatrick was scheduled to come out to my home for a roof installation on July 13th 2024. The project manager called me the morning of instalation and told me he could not get a hold of his crew, and they may not come out due to the weather.
  
  I got a call back on Monday the 15th with an offer of $600 off.
  
  On Tuesday the 16th I called PJ Fitzpatrick back and told them I no longer want their service, refused the $600 off and asked for my deposit of $2496 back. I was told someone would call me back to give me a refund.
  
  No one has called me back.
  
  Also when I call PJ Fitzpatrick to speak to someone, the caller transfers me to voice mail or the call is disconnected.
  
  I just need my refund sent back to my credit card so that I may afford to have my roof done.
  
  Thank you

  

  Business Response

  Date: 08/16/2024

  To Whom It May Concern,
  
  We have refunded the deposit, and our salesman reached out to inform the customer. Sometimes refunds can take up to 10 business days, but we're attempting to expedite this as quickly as possible.

• Initial Complaint

  Date:03/27/2024

  Type:Product 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.

  From 2023.08.28 through 2023.11.22, window shutter project was done and was invoiced per invoice #416618. The amount was paid in full already, total amount 2,572.
  
  2023.11.15, a siding and gutter project was done and was financed for 18 months at 0% interest. The amount to finance was supposed to be $11,983.00 (as shown on invoice ##423589).
  
  However, the finance account (4277807) shows a balance of 13,435. In addition, it also shows an interests. I was contacted and informed that I missed payments hence the promotion was no longer valid. I have paid off all balance $13,435, plus the payments 777.84 shown in the finance account (please see 2 images attached for the amount and confirmation of payoff). It was also advised that any refund due to discrepancies between the finance amount and the invoice shall be refunded by PJFitzpatrick.
  
  I am seeking for help to get the refund as mentioned above and have reached PJFitzpatrick via email, their online contact, as well as via phone. However, I have not heard back from them to address and provide me with a solution.
  
  Look forward to getting your assistance to get this resolved. I have been a customer of PJFitzpatrick over the years. This is a first time such unusual problem happened.

  

  Business Response

  Date: 05/13/2024

  To Whom It May Concern,
  
  Our financing officer has reached out to the customer to resolve their concerns, if there is any further issues please let us know and we'll reach out to address them. 
  
  Sincerely,
  

  Customer Answer

  Date: 05/13/2024

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 21492252

  
   
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:03/26/2024

  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.

  We purchased a Jacuzzi rebath package that included a jacuzzi jetted tub from PJ Fitzpatrick and it was installed 10/18/23. At the end of February of 2024, the button on the bath that turns the jets on stopped working. A PJ Fitzpatrick repairman came out 3/1/24 and confirmed we need a new button. We are still sitting with a broken jacuzzi. We have called them 6 times now trying to get them to make this repair that is under warranty. Every time I call them it is apparent that they have done nothing towards getting this repair done. I need some help here.

  

  Business Response

  Date: 05/13/2024

  To Whom It May Concern,
  
  Our warranty department went out and resolved the customer's concerns. If there is any further issues please let us know. Thank you.
  
  Sincerely,
  
  Customer Experience
  

• Initial Complaint

  Date:03/18/2024

  Type:Product 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.

  Date: 2/26/24; Deposit Amount: $1,000
  
  I sent in via USPS 2 day air (which I paid $9.85) to have my signed dated letter of cancellation within my 3 day grace period to cancel the job which I paid $1k deposit on. This was received by the company 2/26/24 (I had until 2/28/24 to cancel), I confirmed that it was received via the tracking number but to be sure I did the live chat and confirmed it was received. To this day (3/18/24) I have not received any money back, which their own contract stated within 10 days. I contacted the live chat again and was told a manager would get back to me within 24-28 hours, still have not heard from anyone. I sent in three emails, no response. I filled out the contact form online and never got a response back. I called customer service Friday 3/15/24 and was told I was right I was within my cancellation period and they would find out and call me back and I have yet to receive a call back. This is extremely frustrating just trying to get my money back. We are held to their contract but they do not hold up their end of the contract. I would like my money back and the money I paid for the letter to be delivered.

  

  Business Response

  Date: 03/27/2024

  To Whom It May Concern,
  
  A sales manager reached out regarding the status of the customer's refund, and after speaking to accounting, resolved the matter of the status. If there is any further issues just let us know.
  
  Sincerely,
  
  Customer Experience

  Customer Answer

  Date: 03/28/2024

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

   

  I have yet to receive a check to refund my deposit.  I did call on March 21st 2024 and spoke to **** a sales manager and he stated they cut the check and it would be mailed the next day.  It has been a week and I still have not received the check in the mail.  Let alone I have waited for a month and now over a month for my deposit.  They are located 10 min from my house so the check would have arrived by now. 

  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 21447778

  
   
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 05/20/2024

  To Whom It May Concern,
  
  Last contact with the customer was on 3/21 regarding the cancellation and return of the deposit. At that time customer seemed satisfied, please let us know if further action needs to be taken.
  
  Sincerely,
  

• Initial Complaint

  Date:02/14/2024

  Type:Product 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 had them come from their Pittsburgh, Pa. location to repair some fascia that blew off during a storm. The worker did a poor job of replacing it and he used the wrong type fasteners as required by the Universal Construction Code and the International Building Code. The fasteners should have been 1 1/4" nails and he chose to use 1/2" screws. I know this because when it fell back off you could see them. the job was done in late October of 2023 and it fell back off in mid January 2024.

  

  Business Response

  Date: 03/13/2024

  To Whom It May Concern,
  
  Our Repair Manager has left several detailed voicemails for the customer with his number if he wanted to discuss. He also directed him to our main number if he wanted to schedule a return visit to try to rectify.
  
  Next Steps:  Schedule return visit when customer calls back. We have not heard back as of yet.
  
  Sincerely,
  
  Customer Experience

  Customer Answer

  Date: 03/13/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  The inferior repair done by P. J. Fitzpatrick has already been repaired by another company. There is nothing for them to try to fix again. They did such a poor job the first time, why would I want them back? And had it not fallen off after three months I would not have know the wrong type and length of fasteners were used. There are mandated government codes for this type of repair for fasteners that were not followed. All I want is the $629.00 that I wasted on their crap job back. I have filed for a chargeback through my credit card company. If the credit card company is not successful in having my money returned that I will consult an attorney in this matter. 
  
  
  Regards,
  Complaint ID: 21291139
   
  
  
  
   

• Initial Complaint

  Date:02/06/2024

  Type:Product 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.

  On November 21,2023...I met with a sales rep J*** ****** and inquired about a bathroom remodel. I signed a contract for $13,160.00. I wrote a deposit for $2632.00. I decided to cancel this project because of financial difficulties to pay the balance. I had until November 25 to cancel...I wanted to overnight my cancellation notice on that day. The post office told me that they cannot guarantee overnight delivery, so I sent it through regular mail. I live in NJ and cancellation notices must be sent to Delaware which is probably impossible to send overnight.
  PJ Fitzpatrick did receive the cancellation notice, but kept 15% because they received it late. They reimbursed me $658.00. I am requesting the balance of $1974.00
  I wanted to take advantage of their 0% interest and no payments for a full year, which they advertise on TV. J*** ****** told me that I don't qualify for this option because he included some discounts in the contract. There is no mention in their TV commercial of this. I believe this can be regarded as False Advertising.

  

  Business Response

  Date: 03/13/2024

  To Whom It May Concern,
  
  We called the customer and left a detailed message that we would return the deposit at his request. Our Accounting department has processed the reimbursement credit.
  
  Sincerely,
  
  Customer Experience

• Initial Complaint

  Date:10/31/2023

  Type:Product 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.

  We hired PJ Pitzpatrick to install a new roof. The job is done on Sept., 27, 2023 and invoice number is 427058. We are very dissatisfied with the service we received from PJ Pitzpatrick.
  We chose this company to install a new roof on our house based on the assurance of the sales representative that the company:
  i) employs well-trained and experienced in-house roof installers who can guarantee a quality job, and
  ii) uses high-quality materials, and
  iii) provides good warranty program.
  None of these were fulfilled.
  We were charged $17,750 for 2000 sq.ft. of new roof installation by this company. This price is almost twice as high as the other quotes I received. The sales have convinced us that higher quality would come with a higher cost. However, the outcome of this job did not justify the premium price that we paid.
  The major issues are:
  1) The company sent a group of sub-contractors who performed a substandard job. The roof is now uneven and wavy, some shingles are loose. We have subsequently consulted a few roofing professionals/installers who all said that this new roof has very poor craftmanship.
  2) In addition, the shingles that they provided are Tamko Heritage Weathered Wood. This one is not considered as a high-quality shingle in the roofing industry. The worst is that the batch of shingles that they used did not match the color of the samples that the sales showed us, or the one displayed on the Tamko website. The color looks faded and lacks the expected color variations.
  3) We are still waiting for the documents related to the warranty program that the company promised to deliver. This also affects our trust and satisfaction with their service.
  
  We have reached out to the company a few times to inform them of this situation. They were not responsive at all. We feel like we were deceived and cheated by this company.

  

  Business Response

  Date: 01/08/2024

  To Whom It May Concern,
  
  We met with the customer on 11/17 and went over their concerns item by item. Any needed repairs should be performed, and further concerns should all either be clarified or resolved at this point. If there is any further issues please let us know.
  
  Sincerely,
  Customer Experience

  Customer Answer

  Date: 01/08/2024

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  The contractor's explanations and solutions were unsatisfactory after our meeting on 11/17. Therefore, we decided to hire a certified forensic roof inspector to assess their work quality. The inspection report is enclosed. We demand that the contractor corrects all the problems listed in the report.
  
  
  Regards,
  Complaint ID: 20807835
   
  
  
  
   

  

  Business Response

  Date: 01/25/2024

  To Whom It May concern
  
  I met with Mr and Mrs ****. 
  
  We have agreed to address the issues they are concerned with in the spring.  They are asking for early April. 
  
  I explained to them that we can not level the roof over the garage as they requested as there is no such thing as a leveling compound for roofs.  I explained the rafters are in good shape but have some sagging that is not causing any structural or warranty issues and the roof is in not a risk of leaking.
  
  They are comfortable with us fixing the flashing pieces and some of the damaged shingles and are requesting a spring repair.
  
  Let me know if you have any additional questions or need anything else from me.
  
  Thanks,
  
  General Manager, New Jersey

• Initial Complaint

  Date:09/08/2023

  Type:Product 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.

  We ordered exterior doors and gutter guards from this company. The sale was entered into their system incorrectly by the sales person, resulting in us being overcharged (they said we were getting gutters, when we were only supposed to get gutter guards). When I discovered this problem, trying to get it fixed turned into a huge hassle that took weeks to straighten out. When they finally did complete the gutter guard installation, they charged us for the full amount and said that the deposit we had paid at the time of the sale was only for the doors in our order--which was news to me. When the installation team came out to collect measurements for the doors, I also learned that our door installation was going to be a bigger job and require additional materials, time, and cost, but that took weeks to get a straight answer about what that cost would be and many dead-end phone calls. Dealing with this company makes you feel like you are being given the run around and like it is a scam. It took weeks and many phone calls and voice messages before I was even able to obtain an accurate invoice and receipt for our door transaction. After all of that, our sales contact assured me via text message that the order had in fact been placed. A month later, I called the company to find out what the status of our doors was---turned out they had actually never placed the order. I was told our order was "on production hold." That was news to me, and now it's been almost two months since we started this process and we're no closer to having doors. This was the last straw--how can I trust a company to do this kind of important work on my home when I am being lied to and getting no answers when I call them? Fed up, today I tried to cancel the order over the phone, but was told that their "cancellation department" would reach out to me to complete the cancellation. Since they didn't hold up their end of the deal, I want our deposit refunded in full ASAP.

  

  Business Response

  Date: 09/19/2023

  To Whom It May Concern,
  
  Our Production staff reached out and discussed customer concerns and resolved any communication items regarding the situation and the cancellation.
  
  Sincerely,
  
  Customer Experience

• Initial Complaint

  Date:08/18/2023

  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.

  Our roof was originally put on July 24th. They were supposed to protect our plants, which they didn't do, they were supposed to do a walkthrough with the project manager, which they didn't do. They put the wrong color roof on, despite signing the change order for a different color multiple times. When they came back I pointed out to them a ripple in my new roof, which I was told they would fix. They took off the new roof and put up another new roof in the correct color but never fixed the ripples in the roof itself. We then waited 2 more weeks for them to clean the nails out of my yard (where my kids play) and the left over gutter guards out of my neighbors yard. In addition we had to call them to come get the old gutters because they just left them in the driveway. We were supposed to have a final walk through 24-48 hours after to do clean up but that never happened either. Now they are telling me that the ripples in my roof are due to the age of my house and there is nothing that can be done. I just paid $22,000 for a roof that looks like crap and they "can't do anything"

  

  Business Response

  Date: 09/19/2023

  To Whom It May Concern,
  
  The project manager was at the site on July 24th and met with the husband.  The project manager confirmed the color with the husband at that time. The wife was at work and spoke to the project manager via phone.  A concern was raised that all the decking on the roof was supposed to be replaced for free and was part of the contract.  The Project manager gave them the option to not do the roof at that time as the decking was not included in the contract and would only be replaced at $130 per sheet plus discount as per the contract they signed. Both the husband and wife agreed at that time to move forward with the project. 
  
  The project was completed on the 25th as scheduled.  It was a 2-day job. The customers made no mention of the incorrect color on day 1 or day 2 and at completion of the job. We received a called the following day on the 26th and explained the wrong color was installed. 
  
  After some discussion, the project manager confirmed the incorrect color was installed and offered a discount or removal and reinstall.  The customer chose to reinstall.  The customer did discuss with the installer her concerns about the lower edge dip due to the age of the house.  The installer showed her what he could do within the scope of work to fix the dip as the house is over 100 years old and this is structural not roof or decking related issue.  The customer was satisfied with the correction the installer did at that time.
  
  Any attempt at this point to satisfy or discuss the issues with this customer are met with hostility towards our staff despite efforts to resolve. We would be amenable to continue to discuss, but have not be able to do so calmly.
  
  Sincerely,
  
  General Manager

  Customer Answer

  Date: 09/19/2023

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 20490176

  I was never offered a discount on the first roof, I was told it would be replaced without being given any other options.  We were never shown any options with regards to repairing the issue, and nothing was ever done.  In addition we were told by pur project manager that our decking was in very good shape and did not need to be replaced.

  
   
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 10/03/2023

  To Whom It May Concern,
  
  Various options were discussed with one of the homeowners, but I was informed nothing would be acceptable past past full replacement. Our project manager did offer a discount of $1,600, but was declined. The reason that we did not offer a repair option is because the install is structurally sound. They are correct the decking is in very good shape and does not need to be replaced.  The decking was Ship Lap decking approximately 1 3/8” thick solid wood.    It does not make sense to replace shiplap in section with 2 layers of ¾ plywood to match the existing thickness. The customer should understand the replacing the decking has nothing to do with the concern that she has with the dip in the roof at the edge and the dip/waviness would not be corrected by replacing the decking.  The dip in the roof is caused by the underlying rafters being aged over time. This is a 100 structure we've installed over.  This does not decrease the integrity of the rafters or the quality of the roof.  Putting new decking will not correct the look of the roof or the waviness of the roof. I'd be happy to discuss the customer's concerns.
  
  Sincerely,
  

• Initial Complaint

  Date:08/06/2023

  Type:Billing 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.

  My husband and i used PJ FITZPATRICK to do our windows on our house. we had such a good experience, we wanted them to do our roof. from start to finish, it was a terrible experience. we got an estimate 5/26/22, 6/14/22 they started the roof, 6/15/22 we noticed our first problem. We agreed to a full resheet and caught the guys not resheeting our sunroom roof (which was in the agreement). 6/21/22 I sent pictures of all the other problems I found. Another 6 problems. Pictures will be attached. Other problems after the first 6, but on 7/18 we received a stopped check from PJ FITZ with a $20 fee. From about 7/21/22 to 8/4/22 I was chasing them to have someone, anyone to call me. 8/4/22 I was told my request was sent to the CEO. I informed someone as to why I wouldn't sign the loan. they said to sign the loan when the work received was what we agreed on. I didn't want to sign the loan, but I didn't want them to take legal action against me for not signing the loan. Our loan is for $19,824. We are still not happy with the situation. On 2/8/23 I sent an extremely detailed email tp the 2 owners. I haven't heard anything back. This is my final try at getting our situation reconciled.

  

  Business Response

  Date: 09/18/2023

  To Whom It May Concern,
  
  We received the customer's complaint outlining numerous issues relating to the completion of her roof replacement in June of 2022. Following notification of her concerns in June (at the time of the roof installation), our Production Manager visited her home to address all issues as outlined in her letter to our owners. Our Production Manager completed a full roof inspection to identify and address all issues with the installation as described by the customer. On June 22, the installation crew returned to complete the following remedial work – tightening of gutters, removal and replacement of chimney flashing, and installation of new counterflashing on lower rear of back roof.
  
  Our Production Manager initiated a $588 refund for the cost of wood Ms. ****** was charged for at the sale that was determined at installation not in need of replacement. At the completion of this work, our Production Manager was under the impression the customer was satisfied with the resolution and accepted a $588 refund for wood that was not replaced but charged in her contract. Unfortunately, this $588 refund was done both in the form of a check and refund to her credit card, resulting in a double refund of $1,176. The customer retained the double refund as well as an additional $200 gift card provided by our Production Manager for her inconvenience in addressing these production issues. We considered the matter closed at that time.
  
  Sincerely,
  
  Chief Operating Officer
  PJ Fitzpatrick, LLC
  [email protected]