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  Patriot Pros Roofing

  Rincon, GA 31326

  
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  Patriot Pros Roofing

  PO Box 1537 Rincon, GA 31326-1537

  

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:12/09/2024

  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.

  Contracted with Patriot Pros Roofing of Rincon, GA (9/12/2024) for roof repairs after our last Hurricane. The total sum paid was $6,850. The scope of the work included roof leaks in and around our fireplace including the removal/replacement of roofing shingles in an area approx. 20'x20'. Although the contract did state they may not be able to match the exact color, the replacement shingles used are not close in color nor the same brand of shingles. Original roof is GAF Timberline black tone, replacement shingles are Certinteed dimensional shingles - color is bluish grey - not even close. Only after the fact when I mentioned the vast color differenceAt no time were we advised before the shingle replacement that our existing color was unavailable and no longer made, nor were we shown the new shingles before they were installed on the roof. Only after the work was completed did the contractor notify us for a final walk through. Only when I mentioned the vast color difference in the new vs. the old shingles was I told our existing color was no longer available and that the new shingles would in time fade to match the existing roof. Having managed roofing distributor yards in California, I am knowledgable enough to know that bluish grey shingles do not fade to black. Furthermore, I found out the replacement shingles were not even the same brand when told by the male partner some weeks later when I once again complained about the color variance.. He told me the new shingles were Certainteed brand and not GAF. He also reiterated what his wife had said earlier, that this was the best they could do and refused to change out the shingles or refund a portion of our money. I contacted a roofing distributor to find out if GAF still made a black dimensional Timberline shingle and was informed that GAF manufacturers six different color tones with black as the primary color.
  Owner told us she built this business on customer service and making the customer happy. I beg to differ.

  

  Business Response

  Date: 01/06/2025

  For clarification and timeline, we will dissect the
  customer’s complaint and respond to each accusation and irregularity.  No edits or grammatical corrections have been
  made to the customer’s complaint below:

  
  CUSTOMER COMPLAINT
  Contracted with Patriot Pros Roofing of Rincon, GA
  (9/12/2024) for roof repairs after our last Hurricane. The total sum paid was
  $6,850.  

  
  OUR REPSONSE
  The proposal was emailed to you on 9/11/24 and
  approved by the customer on 9/14/24, not 9/12/24.  The initial inspection was to look at a leak
  at the chimney area, where a previous contractor had attempted a repair, and not
  associated due to a previous hurricane as apparent to the amount of wood rot
  found at the initial inspection and during the repair.  From our professional experience, we estimate
  that this issue has been going on for numerous years, evidenced by white mold
  growing on the black, rotted roof decking and OSB wall sheathing of the chimney
  surround. That amount of damage does not happen within a short period of
  time.  The amount of the contract is
  correct.

  
  CUSTOMER COMPLAINT
  The scope of the work included roof leaks in and around our
  fireplace including the removal/replacement of roofing shingles in an area
  approx. 20'x20'. Although the contract did state they may not be able to match
  the exact color, the replacement shingles used are not close in color nor the
  same brand of shingles. Original roof is GAF Timberline black tone, replacement
  shingles are Certinteed dimensional shingles - color is bluish grey - not even
  close. Only after the fact when I mentioned the vast color differenceAt no time
  were we advised before the shingle replacement that our existing color was
  unavailable and no longer made, nor were we shown the new shingles before they
  were installed on the roof. Only after the work was completed did the
  contractor notify us for a final walk through. Only when I mentioned the vast
  color difference in the new vs. the old shingles was I told our existing color
  was no longer available and that the new shingles would in time fade to match
  the existing roof. Having managed roofing distributor yards in California, I am
  knowledgable enough to know that bluish grey shingles do not fade to black.
  Furthermore, I found out the replacement shingles were not even the same brand
  when told by the male partner some weeks later when I once again complained
  about the color variance.. He told me the new shingles were Certainteed brand
  and not GAF. He also reiterated what his wife had said earlier, that this was
  the best they could do and refused to change out the shingles or refund a portion
  of our money.  

  
  OUR REPSONSE
  The scope of the work, according to our contract, was
  to remove and replace any damaged roof decking, incorrect flashings and rebuild
  the chimney roof area.  We also provided
  a new chimney cap and storm collar.  Our
  contract clearly states in BOLD print that shingle color match is not
  guaranteed.  The homeowners were notified
  at our initial inspection of the problems found in that chimney area, as well
  as the other parts of the roof.  From our
  professional experience, the roof had not been properly maintained, as
  evidenced by the numerous nail-pops (nail head protruding through a shingle), dry-rotted
  pipe boots, additional tree limb puncture, numerous cracked shingles, heavy
  algae existence and heavily worn, brittle shingle surfaces.  We suggested in lieu of a hefty repair, that their
  money could be better spent towards a new roof. A new roof would have corrected
  all the problems that were found and prevented any sort of color mismatch.  They declined and only wanted the chimney
  leak area repaired.  We also apply
  temporary sealant and covers to the other, minor roof issues mentioned
  above. 
  We asked the homeowner if they knew what brand of
  shingle the roof was installed with during the last re-roof, which from our
  professional experience, appears to be an 18–20-year roof.  The roof was and is at the end of its useful
  life.  They did not know at that time.  Without proof of the previous shingle brand,
  model and color, it is almost impossible to determine. Even with proof and
  using the current version of the shingle does not guarantee a good match.  At that point, we can only assume as to what
  brand and color to use.  We chose a
  ********** **** ******** shingle by Certainteed, that would hopefully blend
  with the extremely aged, originally charcoal colored shingle.  We even consulted with our local distributor,
  from whom we purchased the shingles, as to what color should be used.  The customers did come out a few times during
  the repair, which was conducted on 9/16/24, and at no point during their visits
  did they express a color difference concern to us. During the two days of the
  repair, we mentioned to the female customer that the shingles are not going match,
  and that customer told us “I am not worried about the color matching, as it in
  the backyard.  I just want the leak to
  stop.”   We also offered her a partial refund of that
  repair price, to be used for a new roof by our company, when they were ready.   It was only after the repair was completed; they
  mentioned a concern.
  
  CUSTOMER COMPLAINT
  I contacted a roofing distributor to find out if GAF still
  made a black dimensional Timberline shingle and was informed that GAF manufactures
  six different color tones with black as the primary color. Owner told us she
  built this business on customer service and making the customer happy. I beg to
  differ. 

  
  OUR REPSONSE
  GAF has made a dimensional (architectural) style
  shingle since 1967, with numerous iterations from then to now, with the most
  recent version being the Timberline HDZ. 
  Based on their roof’s age, I would imagine that the shingle possibly
  used at that time was the Timberline HD or Timberline NS.  But again, we are not shingle manufacturing
  experts, only installing contractors, so trying to determine what brand, model
  and color is a crap-shoot.  At no point
  was evidence provided of which shingle was previously installed.  We are sorry that this customer feels like we
  do not run our business on customer service and trying to make the customer
  happy, but this may be a perfect example of how the old cliché of “The customer
  is always right.” is not completely accurate. 
  We appreciate the homeowner’s understanding of the roofing industry,
  from their experience with Wholesale Roofing Supply in Placentia, CA (LinkedIn).  It confirms that they understand that
  matching 18–20-year-old shingles can be challenging and how having evidence of
  the previously installed shingle may be helpful as well.
  END OF CUSTOMER BBB COMPLAINT
  
  ADDITIONAL NOTES
  We would like to clarify, from comments made on their
  other reviews, emails/texts sent to us, as well as our personal observations:
  

  1) In their 12/2/24 **** review, they mention: “Paid an exorbitant price to fix a roof leak after the last hurricane.”  We are confused as to why they approved the contracted price after reviewing it for three days and thinking that it was too high.
  

  2) From 12/2/24 **** review: “We were never shown these replacements until the job was finished - her excuse they do not make my color of shingles. So I checked with a GAF REP who informed that yes not only did they still make my shingles but GAF has six different shades of black in the Timberline style.”  This is not accurate.  We never said that they no longer made that color, but the shingle line has changed, and we aren’t even sure what brand it is.  Again, no evidence, either verbally or contractually, was given to help determine the shingle brand and color.
  

  3) The customer’s comment in their 12/2/24 **** review (“I feel quite strongly that she emptied out her roofing yard on us rather than pay for the correct shingles.”) is not only inaccurate, but defaming.  We have an invoice showing the purchase of those singles, specifically for this repair project.  All materials were purchased new for this repair. 
  

  4) From email on 11/19/24: Customer mentioned a piece of small, replaced siding that we did not paint.  This is correct and we painted it at our next visit.  It was not noticed as the house paint color is eerily similar to that of the primed Jame Hardie lap siding board we used for the repair in that area.  We apologize for that, but at no point was this a potential cause for a leak.
  

  5) From email on 11/19/24: Customer tries to demand that we be at their house the next day at 9 am.  This came across as intimidation, so we were there at 8:30 am.  The male customer, for who sent the email, was not very cordial.  That meeting went pretty well and the customer thanked us for coming out and re-inspecting our repair and taking apart the new chimney cap and storm collar to ensure accuracy of installation.  This third reinspection and reassembly was done because the customer complained of a drip sound in the fireplace area, after we had performed the repair on 9/16/24.  At our second reinspection, which was done the evening of 9/26/24, during a heavy, wind-driven downpour, we entered the attic to see if we could identify any leaks or hear the drip.  All the while, the homeowner was sort of laughing as they could no longer hear it either.  This heavy rain was the onslaught of Hurricane Helene.  Again, no problem was found.
  

  6) From email on 11/19/24: Customer stated: “tonight we experienced a new problem, one that certainly cannot be attributed to bad weather, excessive wind or rain. We now have a leak in the master bathroom above the shower stall.”  When we arrived at 8:30 am on 11/20/24, the male homeowner immediately made a confession and apologized as he determined that the “new problem” was not caused by us, but rather from an improperly installed shower head.
  

  7) From email on 11/19/24: Customer states “the lack of follow through in providing a written report for the insurance adjuster,”.  We never promised this and even told the customer on numerous occasions that we do not itemize our cost and give to homeowners.
  

  We were very hesitant about working with this customer
  from the start, as they incessantly bad mouthed the previous roofing contractor
  and reiterated a story about the lawsuit they had with one of their neighbors.  These were red flags that we should not have
  ignored.  There has been a plethora of
  comments about us both professionally and personally made in their reviews,
  emails and texts that, to us, could represent defamation as they are obviously
  trying to tarnish our company’s reputation. 
  Our reputation, supported by hundreds of reviews, including BBB, speaks
  to our commitment to providing a great product and service.  We have done nothing but adhere to the signed
  contract and have revisited their concerns many times.  We do not think that they will be happy, no matter
  what the outcome.
  

  They have made numerous complaints that we have not
  provided additional quotes to them for pipe boot replacements.  Please understand the timeline here: 
  - We did the contracted repair on 9/16/24
  - We came back out to inspect for the ‘ghost” drip on 9/26/24
  - Hurricane Helene hit the Savannah area the early hours of 9/27/24
  - We had a large oak tree fall on and damage our personal home that morning
  - From 9/27/24 to present, we have been receiving 50-75 calls per day for much more serious issues than neglected pipe boots, so we chose not to provide this customer with any additional quotes.
  

  It is our decision to have this as our only reply to this
  BBB complaint and our decision is to not give any refund.  As this was an approved insurance claim,
  refunding any monies may look like a deductible being covered, unless they were
  willing to refund the carrier.  We will
  not be involved in that.  If they chose
  to, as stated, to contact the ******* ********* Board, they are more than
  welcome, but there is no such license for roofing in Georgia.  They can contact ********* County to discuss
  our business license.  If they wish to move
  forward with civil litigation, we understand and have consulted our attorney
  and are prepared.
  

  In summary, we do not see where we have failed to fully
  complete our contracted scope of work, and we refuse to react to intimidation
  tactics.  We wish them the best of luck.