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:11/28/2023

  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.

  I had a new roof installed by Proguard Restoration on 9/13/2016. Even though this is seven years ago, an entirely new roof should not leak. Water spots began to show on my ceiling about a week and a half ago. I called Proguard immediatly, multiple times and received no call back. My significant other tried calling as well to no avail. Finally today 11/28 he got a hold of a woman, I think her name was ******. After letting her know what is happening with the roof she adivised us to call a handyman. This is in no way a professional, nor acceptable response to a seven year old roof leaking. Now I am left with a leaking roof and a company that has no interest in coming to a resolution. $25,000 was paid out for this new roof and the solution from this company is to call a handyman? This is unacceptable.

  Business Response

  Date: 11/29/2023

  Good morning:

   

  The roof for ******************** was installed and completed in 2016. The final COC was issued from Lake County on September 14, 2016 that the roof was completed and passed all inspections. The warranty for the roof installation is 2 years, and this expired in 2018. ******************** didn't contact Proguard from 2016 to 2023 with any issues. When ******************* contacted Proguard she was informed by me that Proguard was no longer roofing. To best remedy her situation it would be best to hire a handyman that was educated in roofing to look at the issue. Proguard is no longer in roofing and therefore cannot conduct any roofing work.

  Should you wish to speak to me directly please contact me at ************.

  Sincerely,

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

   

   

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20930281
  
  I am rejecting this response because: Of course I didnt contact the business from 2016 until now because the roof wasnt leaking. Which it should not be leaking, even now. Its unfortunate that a $25,000 roof is leaking after 7 years and the company that installed it doesnt care to even try to come take a look at it. Theres no reason for me to contact the business again to be told sorry, your out of luck. Regardless, this is very bad business practices to not stand by the work that was completed.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/29/2023

  I did not response that to bad your out of luck.

  Proguard is no longer in roofing and therefore we cannot do any work.

  Even if Proguard was still roofing, ******************** would need to pay for any repair work past the warranty period.

  Therefore, ******************** would need to contact a handyman to repair whatever issue they have on their roof.

  Sincerely,

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

   

• Initial Complaint

  Date:08/26/2022

  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.

  Roof issues: I made the mistake picking Proguard Restoration to replace my roof after the 2015 Hail Storm! Many of my neighbors picked them in **************, as their sign was displaced in their front yards. I assumed they did their due diligence and I could save some time😬. They were great getting the insurance to approve it. After that all down hill. They put the wrong color on my roof, did not replace the gutters or the top of the pool screen. The insurance reimbursed them for gutters and screen repair. They said the gutters were fine and they don't do screen repairs after the job. I was fine with that and they stated that the salesperson lost his dad and made a mistake ordering the shingles. They gave me $2000, which I excepted since I felt bad for the sales agent and did not want Proguard to eat his mistake. Then the real problems started! Two leaks in two of my bathrooms within months of a new roof. They did something on top of the roof and sent a painter out with no paint or English. It finally got fixed, but you can see were it was fixed. A few weeks ago we noticed discoloration on the ceiling of the third bathroom. A few days ago after, water had come into the bathroom vent and soaked my toilet. It was raining and nobody took a shower. I thought initially my husband had an accident until I saw water dripping from the vent. I have discoloration on the wall too. I called Proguard Restoration yesterday and Debbie stated that they only have a two year workmanship warranty and the 2017 Hurricane would of voided my warranty anyway. She was happy to send someone out to fix it and charge me though. This warranty is NOT industry standard and I was told that the shingles had a 50 year Warranty. Proguard is sketchy, dishonest, and did a terrible job!! Now I have to pay another company to fix it.
  

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 5, 2022/08/31) */
  Good afternoon. Proguard did receive a call from ******* ******* regarding a leak in a vent of her third bathroom. It was not from any of the vents that were previously repaired. I located her file and explained to her that the roof was out of warranty, however, I would send someone out to look at the issue and to assess what was wrong. Ms. ******* at that point began to tell me that she wanted to call to see what the reaction and comments would be to the leak. She stated that she read comments. Ms. ******* then began to explain that she was given a 50 year warranty to which I explained that was a shingle warranty not workmanship. Proguard gives a 2 year workmanship warranty for the roofs we install. Ms. ******* roof was installed in 2015. While there were a few issues with the vents after the roof was installed, the vents were repairs, sealed and the interior where the leaks appeared were sealed and painted. Ms. ******* has not contacted Proguard until 8/25/22 seven (7) years after the roof was installed.
  Proguard offered to come out to look to see what the issue is; Ms. ******* refused Proguard the opportunity stating that we did substandard work and she did not trust us.
  Proguard is more than willing to look at the issue.
  
  
  Consumer Response /* (3000, 7, 2022/09/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept their response. They say that they only give a two year workmanship warranty. However, I was never given any warranty work or paper contract from Proguard. I was never told that they give a two year warranty until I had a third leak. In addition I was sold 50 year shingles and have no paperwork that I received 50 year shingles or the color. They did offer to send send someone out, but what Debbie left out is they would charge for repair. At this time it does not appear that they used 50 year shingles and another lie. I cannot even match up the color and the type of the shingle, as no paperwork was given. Finally once the shingles are pulled up and the area around the vent is inspected, I can evaluate if Proguard even followed the state of Florida's roofing requirements. If they did not, then I will proceed with going after their license. I am left with a leaky roof and substandard work. A reputable roofing company would of stood behind their work! The roof was also put on in 2016 and not 2015.
  
  
  Business Response /* (4000, 9, 2022/09/06) */
  I have read the response of Ms. *******. There seems to be confusion with Ms. ******* on the shingles she has on her roof.
  The shingles that were installed are a 30yr OC Trudef Duration Estate Gray shingles. they are not a 50 year shingle. Insurance companies will not pay for a 50 year shingles. An update of such would have to be paid by the customer out of pocket. Ms. ******* did not pay for an upgrade. Ms. ******* does not have a 50 year shingle.
  The contract for the roof was signed in November of 2015, however the work did not start until after the new year in 2016. The Roof passed the dry in inspection, which includes the installation of the boots on 2/2/16. The boots that were installed during that time were lead boots. The inspectors are VERY picky and thorough when doing their inspections. They are one of the toughest.
  while there were issues on 2 of the lead boots after they were installed; Proguard did come out and fix the issue and there has not been issues with those boots since.
  In 2017 the State of Florida was hit with a hurricane; Irma. During that time Ms. ******* did not contact Proguard regarding any issues of any leaks.
  2022 - 6 years after the roof was completed, Ms. ******* calls regarding a leak with a boot in another bathroom, not related to any of the previous issues. Unfortunately, the roof is out of warranty. Proguard was willing to come out to look at the issue and repair as needed but there might be a charge for the repair. Unless we look at it, we would not know if it would be a charge.
  While Ms. ******* has felt she received substandard work, here roof has withstood several hurricanes that effected Florida; without and issues reported.
  As previously stated Proguard is willing to come out and look at the roof; if Ms. ******* doesn't want Proguard to come out and look at the issues, Proguard will consider this closed and that Ms. ******* refused any remedy from Proguard.
  I have copies of the inspections results that were completed on Ms. ******* roof should you need copies.
  
  
  Consumer Response /* (4200, 11, 2022/09/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The statement that I have some "confusion " about receiving 50 year shingles in another lie by Proguard. The sales person Chad was very clear about putting on 50 year shingles and it was a free upgrade. I am now paying another company to repair the roof on my dime! I will be collecting pictures and evaluating the workmanship that has been concealed. Consumers need better protection from predatory companies like these in Florida! We cannot have companies not following building codes or manufacture guidelines. So basically they can lie to consumers to get the sale, throw unsupervised unskilled workers on the roof, and if enough time goes by, then they are off the hook! I knew soon as I had two leaks after the roof was put up, there was a problem. Now I am left high and dry! In addition to putting wrong color, not getting 50 year shingles, scamming my insurance company out of gutters and rescreen, and finally 3 leaks!! Buyer Beware!!
  
  
  Business Response /* (4000, 13, 2022/09/08) */
  At this time, it would be advised that Ms. ******* discontinue the back and forth and discontinue the negative remarks unless Ms. ******* wishes to have Proguard repair the boot.