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:09/12/2022

  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.

  On January 17 2022 I signed a contract with Professional Home Improvements to have my metal roof replaced. I paid half of $******. With the understanding that I would be responsible for any extra if decking needed to be replaced. I also was assured that they would give us a scheduled time so my third shift husband could take vacation during the project being done. That the project would take about 10 days, give or take. This turned out not to be the case, They were suppose to work through the week of ****, they showed up ****, and the crew had not been informed of our Schedule. The week of the 25th they only showed up on the 25th, told us they would be back on the 27th, but we didn't see them again for over a week. I called P.H.I multiple times, was told the guy I had been working with no longer worked there and was told rather rudely that they do not schedule roof work because of weather (the weather was perfect that week), and it was our fault for asking them to leave in the early afternoon on the days they weren't even suppose to be there so my husband could sleep for work. From then on they only showed up every few weeks for a day or two, and without any warning. I have called multiple times, but it never seems to make a difference. we only saw them one day in July and one day in August. It is now September and the roof isn't finished, I haven seen them since August 9th. The crew has also taken one of our tool battery chargers and a 100 ft extension cord, which I have called P.H.I about, but have not had these items returned, or called about them being returned. I have paid *****. for the deposit and another *****. for the Decking. The contract was for ******. At this point I would like to end the contract, not pay the remaining balance of *****. and find another company to finish the remaining work.

  

  Business Response

  Date: 09/21/2022

  Job started with some problems getting material. Shortly into the job we discovered the need for plywood on the roof. That brought a delay & greater difficulty for the job. ***************** requested we not work during the day when her husband was asleep. Men started other jobs & just filled in this job when possible. ***************** knows the job was 99% complete for several weeks, we were waiting for 5 pieces of trim to get made at the metal shop to finish the job. We picked up metal & job is now complete. Even though the job was a difficult one we worked with what we had to work with. It's hard to work on a job when you can only work part time. ***************** owes a balance & is due & payable. They are very nice people & we did our best to make them happy.