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:05/02/2024

  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.

  In march of 2023, I contracted and paid **** **** from Performance Roof systems to remove a window, and rebuild the west side of the home with two door walls like he had done on his lake house based on the pictures he had shown me. All was going well until I made the final payment. After that:I received a fine from the city for no permit being filed. **** told me that he never had to pull a permit for windows before on ***************Nobody showed up to install the screens for the door walls Missing caps on the door wall were never installed Measurements for a new door on the front of the house did not take place.I contacted **** many of times and he would always say he would get someone out. His voicemailbox is always full. None of the above issues have been *********** November of 2023, the door walls started to have operational issues:One door wall did not close completely, and had an air gap at the bottom Other door wall would not move along track easily When moving the door wall, pieces of the door wall started to come apart.The internal blinds on a few of the windows of the door wall stopped working I contacted **** and they even sent someone out to look at it. **** told me someone was coming out from the manufacture to adjust and fix. **** apologized and told me he could have done way better at dealing with the issues we have encountered and getting back to me. None of this happened.I sent an email, left a voice mail, and sent a text message to **** **** on April 18, 2024. I stated that I wanted resolution of the above listed items not completed, and the door wall to be either fixed or replaced. I asked for a response by April 30, 2024. I did not hear from **** ****.

  Customer Answer

  Date: 08/12/2024

  **** was in process of paying someone to correct the issues. They came out to fix the door wall and then sent me a summary of what parts are missing and needed to compete the repair.  I sent an email to **** regarding the remaking parts and repairs needed and he has not responded.  I would like to continue to purse a resolve to this complaint.

  Customer Answer

  Date: 02/03/2025

   I am responding that the installer canceled on me last week and has not called me back to reschedule. This issue is definitely not resolved.

  

  Business Response

  Date: 04/25/2025

  Issue has been fully resolved and is now closed. 

  When a customer expressed concern about one of two installed patio doors, we immediately action. A certified Ply-Gem manufacturing technician was dispatched to the jobsite to address the issue and assist with installing an improved seal.   Ply-Gem had to ship additional parts a quality seal; unfortunately, those parts took longer than expected to arrive.  Like a crazy amount of time. Once the parts were received by homeowner, the new seal was installed according to manufacturer specifications. However, in our continued commitment to uphold our A+ BBB rating and to ensure the customers full satisfaction, because of the time it took we provided a full refund for the cost of the patio door with issueno questions asked.  The customer is now 100% satisfied and confident we did the right thingregardless of the cost. Thats the kind of integrity and service that makes Performance Roofing and Siding the safest choice for homeowners throughout *********hy here...

  Customer Answer

  Date: 04/28/2025

   
  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.
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:09/26/2023

  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.

  We hired this company to do complete siding install on our house... there was alot of NO COMMUNICATION with the owner. Long story short the wall we had done attached to the house with stone on it had alot of things wrong with it. We finally got someone out to fix it. The part I'm filing a complaint about is under the deck and we're the wall starts We are not suppose to have mortor per the owner he jeeps saying he will come out and fix it. I had contact with him on 9/7 he said to give him 7 to 14 days. We still have not heard from him. This is non going with him we constantly have to reach out to him and he will blow us off. We just want it done so we can move on. After we paid him in full before job was even done and we have had nothing but issues since just to get him to fix things that were done wrong or not done at all. We have all our contact thru text. All I want is under deck fixed which he said it was a board being put under neither and I don't know if he's suppose to take the mortor out.

  Customer Answer

  Date: 10/30/2023

  We received a text from **** the day he got the letter saying " This doesn't help" another text following saying " makes me never want to come back out" and another " talk in a week or so" and that was on 9/28/2023. We have not heard anything until 10/23 and that was an email from some lady in office her name is ***** and I guess she's the office manager asking if they could have to the end of the week to find a solution that will help us and there business. I dont understand what is taking them so long. Its about to be winter and they can't do that work when it's cold outside. There communication thru this whole process has been so bad. We just want the work finished. Thank you

  

  Business Response

  Date: 11/03/2023

  We completed the job to 100% satisfaction by the customer, ********* ******* and were paid in full.   Shortly after, we received a request to fix a small section of mortar, which that was completed.  Shortly after completion we received a request to fix a stone, which we were completed.   The third request was sent in for a board installation under their deck.   This is not necessary for the performance or aesthetics of the product, but we agreed to do it.   We asked ********* for some time because my wife had been in the hospital a lot with A.L.L a fast-moving leukemia and fighting for her life.   One week after my request for more time we received this complaint.   We will go back to the job on November 17th, 2023, to resolve this issue 100%.

   

  Joel Boyd, Owner

  Performance Roof Systems

  Customer Answer

  Date: 11/19/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

  I took November 17th off of work and waited at home all day for PRS to show-up. They never did.  Par for the course.

  Trim should be correct color (trim on upper back of house is WRONG COLOR).

  Missing corner stone to be replaced (near garage).

  Board under deck to be installed.

  I want my written warranty on the paint. **** promised us a five-year warranty on the paint.  This is because we PAID FOR a 15-year warranty on the color of the product not fading.  Here's how this came about:  Some of the material was damaged during delivery.  PRS way of handling the issue was to have material of a different color delivered.....this product was then painted to match the original damaged material.  PRS did not tell us what was going on. Instead, we had to bring it to their attention that we knew what had happened.  We also brought it to ****'s attention that there is a difference between the manufacturer's 15-year color warranty andthe PRS 1-year warranty on painted material. That's where the agreement came from.

  We have all of the text messages showing that we were not satisfied, that PRS knew we were not satisfied, and that they were aware of ongoing issues. The text messages ALSO show the multiple times we tried contacting PRS to resolve the issues, the broken promises, it goes on and on.

  Regards,
  

  ********* & *********************

  Customer Answer

  Date: 12/08/2023

  I was wondering what was going on. It has been 20 days and we have not heard anything.

  Thank you

  ******************************;