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:01/06/2025

  Type:Order 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 issue has be ongoing for 2 years, with no complete resolution. At the start of the issue a painter was not sent out to complete the painting of my door. A painter was finally sent out to paint the door, but my back door could not be painted because the metal cap has not been placed on the door. my issues are as follows: 1. Hose bib not properly secured after siding replacement (photo previously sent);2. Siding not properly secured under the back deck (residential inspection report previously sent);3. Siding not replaced beneath the front porch, and constitutes a breach of contract since I paid for a complete siding job (residential inspection report previously sent);4. I have not received a copy of ***** ****** specification allowing for 1/4 gap between trim and siding to be caulked. I have only received specifications that requires minimum 1/8 inch gap; and 5. Cap is not placed on the back door and remains unpainted. I had a residential inspection done and sent the report to Superior. To date the continue to ignore my emails.

  

  Business Response

  Date: 01/06/2025

  This customer had a complaint from last year and some of this ties into this.  The complaint #******** was filed with BBB in Feb of 2024.  The issues with the door were communicated to us after we were told a year prior not to come back and she didn't want us there (not giving us the opportunity to solve anything).  She has kicked us off the job 3 times because every time we show up, she wants more done from the workers.  We were just out there on the 5th of November to address the Bondo and finishing of the incomplete door.  The agreement was to paint the door to match the trim color she selected on her colors that are on here house now.  She wanted to change all the trim colors at our cost and we said no.  That is why were kicked of this time in November.  The references to the siding is a part of an open insurance claim as she has been told we can not discuss claims on behalf of the insurance.  We have filed the claim, provided her the claim number and points of contact.  There is still an open claim to resolve the issues on our part as we filed per GA the claim on our insurance.  The home inspection she sent to me and the insurance company has responded as it is a part of the claim and they represent SupeirorPRO.  We will be happy resolve the door issue by painting it the color selected and signed by customer on 2/7/2023 and not any new color.  I have attached this signed document.  Regarding gap between the siding being 1/4 inch and the siding specification states minimum of 1/8.  ***** ****** state 1/8 inch minimum gap because the testing standards of the products requires 1/8 inch to allow of expansion of their product, the issue is making sure there is enough expansion room for the other products that the siding is tying into.  Every material has different expansion rates and each change in substrate requires an expansion joint that allows for expansion of all products meeting at that joint.  This is just a minimum for ***** ******.  I have attached the elastomeric sealant used spec and it states up to half inch joint is acceptable.  The doors and windows all expand at different rates and we use consistent spacing in these areas.  If the customer wishing to have door painted to match the specs attached we will be happy to do so.  

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22772653
  
  I am rejecting this response because: SuperiorPro has made false statements. SuperiorPro has had ample opportunities to resolve all issues.  The siding claim regarding the hose bib and siding that was not replaced under my front porch is not part of any insurance claim.  The insurance claim references all the damage caused to my windows.  On November 5th, they came with a painter to complete the repair of my external side door, but did not have anyone there to install the metal cap on the back door.  The back door can't be painted until the metal cap is installed, which remains uncapped and unpainted.  Due to mishandled communication by the original siding subcontractor and project manager, ***** regarding issues with installing the shutters,SuperiorPro agreed to repaint the trim. I sent the email communication from May 2024 to ******* at SuperiorPro.  SuperiorPro never sent a painter to paint the trim or the door.  They only sent ***, the operations manager and *****, the project manager at the time, in which I told them to leave after they told me a painter was not coming.  I asked ******* to show me in black and white where it is standard practice and within code to leave a 1/4 inch gap to caulk.  He has not sent this information to me.  The door in question has 1/8 gap around each part of the door except the top right, where it is obvious the siding was cut to short.  The Sher-Max specification sheet that was sent is not from ***** ****** specifications. The metal cap needs to be put on the door.  No one has been to my home to put the metal cap on the door.  I have recorded conversations with ******* agreeing to get the metal cap in bronze and that he would have it painted in my chosen color, as well as conversations where I have explained the issues to him.  To date this has not been done.  Attached is the Insurance claim estimate from *********************** on behalf of the insurance company that shows the siding work is not covered in the insurance claim as they falsely stated.  Their policy does not cover faulty work or work not performed to specifications.  Contrary to their false claim that I am trying to get more done from their workers, I have only been trying to get the work that was discussed and paid for. My back door needs to be finished, the hose bib needs to be secured to specification and code, as well as the remaining siding issues, or they can reimburse me for the work that they did not do and I will hire another contractor.   
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 01/07/2025

  Ma'am, we have no issue installing the screws into the spicket, nor do we have an issue installing the metal around the door.  The issue is the metal is not available in the color you selected.  We just need a clear documented understanding what what you want with the door and we will show up with it.  We will not add work, change the paint or siding colors anywhere but the door.   You stated you wanted it to match all the trim around the rest of the home.  That is what we showed up to do.  As far as ***** ****** not specifying the maximum gap, it is because they don't manufacture all the other products that terminate at the same juncture.  The sealant used is the spec showing maximum gap allowed.  That is what I sent in the documentation to prior response.  I know you are trying to follow spec to a "T", however you are missing many other factors that come into play.  Deck code (not done by us), year home was built (grandfathered in), window/door code, sealant code, etc.  There are many factors that come into play in a home.  You have already contacted the building department, which they said this was not something they were getting into.  We answered all their questions and resolved all the issues they had with the complaint.  They are the building code compliance team.  I don't know what more I can say or do to make you feel better about the 1/8th inch or anything else in regards to spec.  We have sent someone out to try to satisfy you requests, flied insurance claim that is ongoing because you have not accepted offers from the insurance as you have not accepted resolution from us on multiple occasions.   

  Again, we will either install Aluminum PVC coil around the door in available color option by the manufacture of the coil, or paint it the color you wanted with the 5 year finish warranty we had signed and was attached in the previous response. We will add the screws to the hose bib as well.

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22772653
  
  Its not unreasonable for me to want specification followed to a T. If that could not be done, there should have been a conversation with me at that time. I was told that the metal piece could be painted the color I wanted.  My question for ******* was if the metal is painted, would it eventually peel, or would the paint adhere to the metal? Is this something you can guarantee. Looking at the photos of the door, it clearly shows that that piece of siding was cut too short, and the gap is large enough that I can see the house wrap (CLOSE UP photos enclosed). it also looks as if the caulk is sinking in compared to other areas of the door. Yes, I did contact the building department, in which you all misrepresented the facts just as you did with the BBB. Any issues with the siding beneath the back deck should have been addressed with me at the time of installation (which was not done), not to mention that the siding under my front porch was not replaced, but the trellis around the porch was removed to paint it. It is not ok to leave gaps between the boards large enough to put my hand to go under and not discuss it with me at the time of installation.  I showed **** Jabri, and others that have come out regarding my issues with the siding and hose bib, and to this date you all wanted to maintain that the siding was included in the insurance claim, which is false. Whether or not I accept an offer from the insurance company has no bearing on the issues raised in this complaint. I sent the estimate merely to show that issues with siding are not included in the claim, and you all have acted in bad faith in trying to resolve the siding, hose bib, and door issues. Further, your insurance doesnt cover subpar work.  If this was your home you would want the work done correctly and for any issues to be addressed at that time they arise, and not have to fight with a company to get them to do whats right. I have never tried to have work added as you continue to falsely claim. My concerns are as follows: You said you would install screws in the spicket. When I look at the hose bib at the front of the house, I do not see any screws that are holding the front spicket in place. How was that spicket able to stay attached without screws? Can you show me the specifications for reattaching the hose bin and spicket back to the siding?  You never addressed that the siding under my front porch was never replaced, why is that? Since November I have been asking for the metal cap. We can discuss getting this cap put on and painted. You have not addressed a resolution to the gaps between the siding under my back deck.

  

  Business Response

  Date: 01/14/2025

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ******** due to much of this complaint is active under an ongoing insurance claim and I am not at liberty to speak on behalf of open claims as they are under investigation by licensed adjusters.  My understanding after following up with insurance company, they are waiting on Ms. ****** to get them the quotes for repair.  As far as the door resolution, we offered her either option available to resolve the open issue with the door.  I can only do what a manufacture will allow.  

  Regards,

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

• Initial Complaint

  Date:07/12/2024

  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.

  Date of transaction was short of 2 years ago,amount paid was roughly $50000. Poor quality workmanship,unfinished work and minor property damage incurred. Roof shingles and siding not installed properly in some areas which according to the manufacturers documentation voids the manufacturers warranty. Multiple roof leaks and interior moisture damage also present after install. I have called and talked multiple people the past two years and can't seem to get the issue resolved.

  

  Business Response

  Date: 07/15/2024

  We have been in communication with **************.  We had a roof claim in May of 2023 which we removed and replaced some.  We did not have any phone records of customer calling or leaving messages in regards to the roof until 2 weeks ago.  We are scheduled to meet ************** tomorrow to take a look at the roof and see what issues are going on.  The other claim was from Painting that was submitted last year at time of roof claim, we did correct small issues with the paint then.  We will update as to findings at inspection.

  Customer Answer

  Date: 07/21/2024

   
  Complaint: 21981895
  
  I am rejecting this response because:
  

    A project manager came out to assess and photograph the issues. Some of these issues were reported and photographed by a project manager when the paint issue was addressed. The information was apparently not communicated to anyone in the office at the time. Multiple project managers in the past have taken pictures. When I called about the work I was waiting on I was told there was no record of warranty claim. We will see if this time different.
  Sincerely,
  
  ***********************;       

  

  Business Response

  Date: 07/22/2024

  We have received the photos and concerns regarding the roofing and now the paint.  We have been working on locating all the shingles and flashings required to make repairs.  Many of the Suppliers have had issues with computer systems being down so it has slowed us down over the past couple of days.  After reviewing the original paint contact, flashing was never selected to be painted on the paint spec sheet, therefore not painted 2 years ago because it was not specified.  There are a couple of other small paint items that will be addressed after lead is repaired.  We will fix the interior issues along with these at the same time.  We will be scheduling the repair soon once we confirm material availability.  

  Customer Answer

  Date: 07/28/2024

   
  Complaint: 21981895
  
  I am rejecting this response because:
  The flashing that wasn't painted was originally supposed to be ***** flashing. I was supposed to get all new flashing for the roof and that didn't happen. I'm still not convinced that the chimney and cricket are flashed and shingled properly considering the shingles stay wet much longer that the rest of the roof. I have concerns about future leaks and roof rot. Waiting to hear about broken back porch light, rotten fascia above front door, improperly installed fascia on front wall and water intruding behind a section of gutter.Is there anything that can be done about the mangled and missing drip edge?
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/31/2024

  The Original work sold was Siding, roofing, gutters, and painting.  We only performed work on portions of the home for siding and painting.  We registered the roof with the manufacturer at time of purchase of materials.  The warranty purchased by ************** was a two-year warranty, which does not include as much ice and water shield to protect from extreme weather conditions and cannot be changed after time of purchase from Manufacture.  SuperiorPRO has provided all materials and labor for each claim made by the customer to include 2 roof claims, and 1 ********************** punch list prior to this complaint.  SuperiorPRO has resolved the issues of each complaint and provided all materials and labor to do so.  There was never a complaint about a broken light until ****'s last visit to the home and the BBB complaint sent on 7/31/2024. The light is located in the Screened in porch area which you can see from the painting specifications, we were never contracted to do work in this area.  Because of these things we will no be accepting liability of the light.  The painting of the metal tops or parapet cap, we will send PM out to paint for free because we can see that there may be some confusion as to if this was step flashing as shown on the roofing spec sheet attached.  This however is not roofing step flashing.  **** will also double check the roofing since the repairs last week to ensure it is correct.

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 21981895
  
  I am rejecting this response because:

  I still have missing and mangled drip edge. There are a few places without step flashing. The manufacturer warranty requires step flashing anytime siding meets shingles. There are many shingles that look more worn (granule loss) due to siding and paint crew damaging the shingles. There are also a few shingles still damaged. Warranty claims in the past were never fully completed. That's why I've kept calling and had ******************* and **** out multiple times.

  Work was done on the porch (siding replaced & paint).The broken light on the porch was mentioned to Britani, ****** and *** multiple times each. I also told **** in June of 2023. 

  In lieu of the work mentioned above can you extend a 5 year leak free warranty? I'm still not convinced of the craftsmanship of the considering the multiple warranty claims.

  On the paint contract there is 150' of fascia listed that was paid for and never used. **** and ***** told me that was for the roofer, siding and paint crew to use. I showed **** multiple areas where you could see I would need new fascia. On the siding contract there was an amendment for 150' of fascia of which was used by the siding crew and painters. Roughly 130' of that was used by the siding and paint crew. I measured 110' replaced rounded up to 130' in case I missed a spot.

  Can we use the extra 150' of fascia that was invoiced to retrofit a solution to the improperly installed front wall fascia? And i still have rotten fascia on the front porch that needs to be addressed. And there is a section of gutter that allows water to intrude behind it. All issues have been reported in the past to Britani, ******,***, and ****.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/20/2024

  We have completed the areas of concern of workmanship issues covered under the 2 year workmanship warranty.  We can not extend the warranty after purchase.  These are registered with the manufacture at time of purchase and we can not change this.  All the damage caused has also been repaired.  

• Initial Complaint

  Date:05/16/2024

  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.

  January 2023 - contracted with SuperiorPro to repair stucco chimney which was leaking water through the roof and down my walls in the great room. Work was completed in the February/March timeframe, which seemed to address the original leak problem. December 2023/January 2024 we experienced water leakage again. It seems that the work SuperiorPro did addressed the first problem but created another more serious problem in our roof. Numerous emails and phone calls went back and forth between SuperiorPro and me regarding issue. Photographic evidence was supplied which clearly supported my claim and the lack of quality by the supplier. They eventually pawned me off to their insurance company as they tacitly agreed that they did create a new problem. Their insurance adjuster documented the claim, but then noted that the subcontractor used by SuperiorPro had their own insurance and settlement would have to come through them. Long story short - my roof is still leaking (ongoing for six months) and there has been no movement by neither insurance company, and SuperiorPro seems to have washed their hands of the whole issue. This is NOT the kind of service I expect from a BBB "A" rated company. Any assistance you can provide in getting proper redress on this issue would be most appreciated.

  

  Business Response

  Date: 05/17/2024

  We share in the frustrations that ************** is having with how long the resolve is taking with the insurance claim.  We filed a claim with this insurance company as soon as the customer notified us of the issues, as required per Georgia law.  Our Carrier Builders has been working with **** the sub-contractor carrier to complete claim.  I have sent another email to my carrier to get update on the findings from their insurance adjusters and inspectors.  Unfortunately,  I can not speak on behalf of the insurance companies or the regulations around the finalizing of claims, as I am not in that industry.  All I can do is file a claim for work we were not contracted to do having caused damage and let the industry do as they do and determine fault and pay out claim if there is one.  We are doing everything we legally can to push the insurance companies along in this with little success.  Not sure what more I can do other than what we are doing and notifying insurance companies of customers concern with damages and losses. 

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21721732
  
  I am rejecting this response because: of inaccurate information stated by supplier - see attached letter with details.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/20/2024

  We filed claim after inspection on the 17th of ********** ************* company.  I understand that two weeks may seem like a lot for the insurance company to get out, but this depends on time of year and number of claims.  Nevertheless, a claim has been filed and both the customer and I agree upon that.  They have been in communication with the customer.  The customer is not accepting the findings of the carrier.  I have no control over this.  I have filed the claim of damage as I am to do.  The carrier determines damages, liability etc.  I have spoken with the insurance company at the end of last week, and the denial letter of coverage was received by My carrier.  They stated they were going to call the customer to discuss next steps.  I can not legally discuss insurance matters on behalf of insurance company, nor do I know as much of what is going on as he does.  I only get case open, denied, or paid.  If the customer has not heard from the insurance company in regards to the claim, I am more than happy to reach back out them. 

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21721732
  
  I am rejecting this response because: SuperiorPro accepted ******* money to complete a job, but in the process they or their agents created the current problem.  As far as I am concerned, SuperiorPro needs to STAY actively involved with the Insurance to ensure that timely communication is achieved and that a satisfactory resolution is provided to me, the injured party.  I understand that SuperiorPro cannot discuss insurance matters on behalf of the ****************** however they do have a duty to have a duty to engage the ***************** to move towards resolution.  I signed a contract with SuperiorPro and provided ******* renumeration for a specific a task.  Execution of that task resulted in new problems which is the basis for this claim.  At the end of the day, SuperiorPro is the responsible party not the *****************.  I expect SuperiorPro to stay on top of this with their ***************** to ensure a speedy and complete resolution.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/29/2024

  I agree that SuperiorPRO will follow up with insurance company and ensure we are doing our part to communicate, follow up were needed.  Please understand that we are not licensed insurance adjusters or licensed engineer.  We however have filed claims to provide coverage if in the event we are liable, and to ensure that a thorough inspection is done in determining fault.   However again No one here can speak to this as we are not a part of the insurance industry or privy to the details of the findings.  We are only made aware of the outcome.  

  Customer Answer

  Date: 06/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me at this time as there is now positive movement by SuperiorPros' insurance company.  However, I reserve the right to reopen this complaint if the insurance company does not make me whole with regard to the original complaint.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/19/2023

  Type:Sales and Advertising 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.

  Superior Pro installed window in our home...of which we have had nothing but problems. It is 100% a product liability case and a completed operations case. I have requested their *********************** information 3 times. The windows are Weatherlock, which were supplied by ******* Windows, which were then installed by Superior Pro. We have had 1 window explode, of which they replaced. It wasn't the glass, but the raising and lowering mechanism. Later, several of the windows have lost their seal, and the vapors are escaping causing crystals. They have ordered the sashes, but now we have to replace them at our cost??? Well guess what, no one will touch someone else's work, because of liability issues. So I can't find anyone to complete the work. We also have had a leak above the window since the install, and they refused to fix. So we had that fixed at our expense too. Told us some story about how we have to replace the caulking every year...that is a bunch of ****...and we all know it. Now, we have had another window mechanism explode, and the piece missed my face by centimeters!!!! These are the windows they suggested and they sold to us. So if this is an engineering issue or installation issue, it needs fixed. The Statue of Repose in GA is 10 years, and we are well within that ***** We replaced 20 year old widows that were FINE!! We just wanted to update the home...and it has been nothing but issues with them. I have tried being kind and courteous and patient...and that isn't working. Now I am seeking your help, because we can't afford to obtain an attorney at this point in time! We just want them to do the right thing and stand behind their product and their work!!! I have all of the pictures and communications in email to send, but they won't attach below. Large amount of communication.

  

  Business Response

  Date: 07/17/2023

  Customer damages were deemed by the manufacture misuse of product.  

  
  

  SuperiorPRO purchased window for customer a while back to resolve the issue.  

  
  

  The same issue has happened again, and Supplier got the replacement sashes at no cost to homeowner even though the manufacture declined.  

  
  

  We have since filed and insurance claim for the damages with our insurance company and they are working to resolve the issue with the customer.

  
  

  Thank you

  Customer Answer

  Date: 07/17/2023

  This was not, and is not misuse.  These windows are huge, I am 5'0" and couldn't "misuse" them if I wanted.  They haven't even seen the second issue, and fixed the first, which happened when we were ON VACATION!!!  So misuse is a load of "I am not looking out for the customer".  I have had one phone call from their carrier, and no resolution.  We will see.

  

  Business Response

  Date: 07/19/2023

  I don't know what more SuperiorPRO can do.  The customer understands that it is and as she states 100% product related issue.  We agree with that statement.  However, we are not a manufacture of product nor do we claim to be.  The manufacture, distributer and our insurance company all have been notified.  There is an open claim on our insurance in regards to this as well.  Customer was provided a copy of the insurance.  On June 20th 2023 we emailed customer a copy of the insurance.  Our insurance company called us because she called them to file a claim.  They are dealing with this at this point if it is a installation issue or damage they determine caused by us.  We have given the customer the contact information for the manufacture, suppler and everyone involved.  We are an installation company and not reliable for manufacture defects.  We however do support our customers by trying to support in warranty claims of the product.  We also offered customer to do the work for labor costs.  She did not want that and said she wanted nothing to do with us.

• Initial Complaint

  Date:03/21/2023

  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 replaced my gutters and siding (that I had for almost a decade) with Superior Pro in order to upgrade my house. 2 years later I have damaged soffit ?(they put in) caused by the gutters THEY installed. There explanation was I should have cleaned out my gutters more often. They installed a panel that trapped debris causing it to pile up and damage the siding. I spent over $8000 with this company on gutters and siding. Two years later, Im worse off than I was with the previous gutters/siding. And for them to come fix the soffit, they want another $3000.

  

  Business Response

  Date: 03/29/2023

  Upon inspection it was found that shingles at the gutter and in the valley were broken or missing.

  There was also visible water in the valleys as shown in the picture attached.

  Our determination is that the water is entering before reaching the gutter because of the missing shingles and ice and water shield as required per code.

  We advised customer to get roof repair company as we do not repair *********** replace entire roofs.