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:07/03/2024

  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.

  Had hail damage in the summer of 2023. Called home pro to repair the damages. The insurance company quoted the roof and the siding. The roof was completed with no issues. The siding repairs, however have been a nightmare. The j-channel around 95% of the house was installed incorrectly, with gaps around each window and the corners around the j channel were not cut straight which caused the over hang on the corner and them not to be square. The dip edge around the house and shed were bent or ripped during install. And siding was bowing out due to incorrect installation. The expansion channels on 80% of the siding was way to close and all the siding was installed too tight to the house. Had other companies come and look and give me quotes to fix these issues.tried to contact home pro after the work was done but no one answered. 2 months go by and they show up at my house, without any text or call excepting to be paid for the work. The owner of home pro *******, said this work was quality work and I was being unreasonable with my issues. He resorted to name calling after a simple question was asked. They eventually came out to fix the issues but have had to come back out 4 other times to fix even more issues. They said since they sub contracted the work out they are not responsible for the issues. I have found broken siding after the last time they were out and they will not answer any of my calls or texts regarding getting this resolved.

  

  Business Response

  Date: 07/12/2024

  Dear BBB,

  
  We appreciate the opportunity to respond to the complaint filed by **************** regarding their recent siding installation with our company. We take customer feedback seriously and strive to address any concerns promptly and effectively.
  Upon reviewing the details of the complaint, we acknowledge that there were issues with the siding installation that did not meet the customer's expectations. We regret any inconvenience or dissatisfaction experienced by **************** as a result of this situation.

  
  Immediately upon receiving notice of the customer's concerns, our team conducted a thorough inspection of the installation. It was determined that there were indeed deficiencies in the work performed, which included improper alignment and gaps that compromised the overall appearance and functionality of the siding.To address these issues comprehensively and ensure a satisfactory outcome, we took the following steps:

  
  1. Siding Removal and Reinstallation: Recognizing the extent of the issues, we made the decision to completely remove the siding and reinstall it. This allowed us to correct the alignment problems and ensure a seamless finish.

  2. Multiple Revisits: Our experienced installation team revisited the property over five times to oversee the removal, reinstallation, and subsequent adjustments necessary to achieve the desired result to Mr. ******* satisfaction.

  3. Additional Labor at No Cost: In addition to the extensive revisits and reinstallations, we provided extra labor and resources at no additional cost to Mr. ****** This was done to address their concerns thoroughly and to ensure that all aspects of the siding installation were meticulously attended to.

  4. Drip Edge Replacement: We noticed that the white drip edge did not align with the aesthetic preferences of the property. Despite Mr. ***** not initially raising this as an issue, we proactively replaced the white drip edge with a black one to better complement the siding and enhance the overall appearance of their home. This was not initially in our contract, and something we did out of goodwill.

  5. ****************** Throughout the process, we conducted thorough final inspections to guarantee that all aspects of the siding installation met our stringent quality standards and exceeded the customer's expectations.

  6. Financial Compensation: As a gesture of goodwill and to acknowledge the inconvenience caused, we applied a $5000 credit to Mr. ******* account to offset the original billing amount.

  
  Despite these efforts, we regret to learn that Mr. ***** remains dissatisfied. Despite our best efforts to address their concerns, nothing we have done seems to have satisfied them. We understand the frustration this may have caused.
  Regarding their request for either a complete redo of the entire job or a 25-year warranty, we have explained that such requests are not typically feasible or standard practice in our industry for addressing installation-related issues.

  
  We remain committed to finding a resolution that satisfies Mr. ****** We are open to further discussions and exploring alternative solutions to address their concerns and ensure the longevity of the installation.
  We appreciate Mr. ******* patience as we continue to work towards a resolution. We value their feedback and remain dedicated to ensuring their satisfaction with the final outcome of the siding installation.

  
  Please do not hesitate to contact us directly if you require any further information or if there are additional steps you would like us to take to assist in resolving this matter.
  Thank you for bringing this to our attention, and we appreciate the opportunity to address this issue through the BBB platform.

  
  Sincerely,
  *************
  CFO
  Home Pro Roofing
  *******************************

  Customer Answer

  Date: 07/20/2024

   
  Complaint: 21932480
  
  I am rejecting this response because:
  1. Siding Removal and Installation: The siding was not completely removed and reinstalled as stated. Only partial sections were taken down to gain access to replace the **Channel. Example: South side of the house did not originally get the wrap underneath. This issue was brought to *** and he assured me that the contractors put it up originally. After multiple requests to check, *** finally had the team take down some siding to in fact find that it was missing. This led to me requesting having other sections be checked, because *** ensured us it had been done, but clearly it had not been. There were sections of wrap missing on every side of the house.
  
  
  2. Multiple Revisits: Every time the siding crew came to fix one issue, another issue arose.
  
  
  3. Additional Labor at no cost: The job was not completed correctly the first time, there shouldn't be any cost to me.
  
  
  4. Drip Edge Replacement - The color of the original white drip edge installation was not an issue. After speaking with ***** (the roofing ******* - no longer an employee), He apologized to us for not being in contact with the siding team to verify what color the fascia was going to be. He gave us solutions that he personally would take care of. I told him that it wasn't necessary because it was a choice that we had made and most of it would be covered by the gutters when they were installed. After further intensive inspection around the house, I asked for the drip edge to be replaced as there were multiple rips/tears throughout. The drip edge issues were brought to the attention of *** on November 4, 2023 at 3:34pm.
  
  
  5. There were no progress inspections completed with myself or my wife throughout the entire installation process. If there had been, issues could have been caught before the job was completed. It was stated multiple times by ***** and Cade that the work was not satisfactory when they were here to fix issues.
  
  
  6. I was never made aware of the "$5000 credit" applied to my account until this message. The final balance and original estimate were not aligning in total. We were not told of any extra costs during the process, nor did we approve anything/sign a new agreement over the original estimated cost.
  
  
  
  
  To be fully satisfied with the work that Home Pro performed, I have requested the siding of the house to be taken down & reinstalled multiple times. After having multiple other companies come out and tell us that the siding isn't installed properly and it would need to be completely redone, we think that is only fair. The expansion gaps are too close and some of the siding isn't even secured down. This company was highly recommended to us by a trusted friend. Home Pro was not transparent and up front about the siding work being contracted out to another company -- Had we had known this, we would have taken our business elsewhere.
  
  
  Sincerely,
  
  ****************

  

  Business Response

  Date: 08/05/2024

  Thanks for your response. 

  As stated many times after doing countless visits to fix siding per Mr. ****** request, after every visit, he was still never satisfied. After with-holding payment, he agreed to pay the crew directly to fix the mistakes and we as Home Pro Roofing agreed to have a ** onsite to check in and cover all of the additional costs of material. 

  After it finished for the 2nd time of removing areas that needed to be fixed (all expenses incurred for the new replacement material were by Home Pro Roofing again) Mr ***** would make the balance due with the crew directly and the situation was closed on our end. 

  We have now had Mr. ***** reach out again for additional items he wants fixed or addressed. I don't believe us doing any more work for Mr. ***** is the way forward. Unfortunately we believe he should contact the ** of the crew that did the work. 

  We as a company have spent hours and days with this customer trying to make him satisfied by redoing siding, meticulous fixes at his request, and do believe we have exhausted our resources trying to make things right, and it does not seem to ever be enough. 

  We do not accept his request to replace the siding at his home again because we do not believe that will solve the issue.

   

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 21932480
  
  I am rejecting this response because:the conversation I had with **** was entirely different. I explained the situation and we came to an agreement regarding home pro fixing the broken siding and leave a box of the correct siding to fix future issues. I have contacted the subcontractor and they told me this was a home pro issue because the contract was signed with home pro and not them. Payment was withheld because the work was not completed. After the j channel was redone the subcontractors were paid. If there were no issues with the entire process and if the job was done correctly and with pride instead of the poor quality job that was done on my house, we would not be here. After contacting other companies that deal with siding and they all said the job was poor quality and having their employees say the same thing, why would I have to pay for repairs to be done if the job was never done correctly to begin with? Also added 5 pictures of the issues I had with the work that was done. They told me this was quality work and that I should just be ok with it
  
  Sincerely,
  
  ****************

  

  Business Response

  Date: 08/06/2024

  We met as a group in our ************ and per Will the agreement was to fix "a" piece of siding that was broken and leave a box of siding for you. If we accomplish that for Mr. ****** and he agrees that this going to appease his complaint in finality, we can coordinate that repair as soon as possible to take place and leave the extra material. 

  What will not suffice is adding in an excessive amount of additional items not discussed in the agreement with Will. 

  If Mr ***** agrees on those terms to remove the complaint at completion and not further incur additional requests, we will schedule the repair for the piece of siding that is broken and deliver an extra box of siding material (as long as there is not delays on special orders).

  Thank you

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 21932480
  
  I am rejecting this response because: you can reimburse me for the siding that I already bought due to Will not holding his end of the bargain up and my time to install new siding.  ********* that the siding was on order on July 15th. Almost a month ago and never heard from him since. 600 dollars for the siding and my time to install the siding 
  
  Sincerely,
  
  ****************

  

  Business Response

  Date: 08/06/2024

  Hi *****,

  If the siding is already bought and replaced by you and the area is fixed, it sounds like the issue in question is resolved already that you brought to ****'s attention.

  Knowing that, (Home Pro Roofing) agrees that will reimburse you for your time to install and the purchase of material of $600 which you requested in the previous response, under the terms that the complaint is removed and the situation closed out. I can have a check sent out tomorrow morning for the $600 (8/7/2024) first thing to get this addressed for you and closed. 

  Thanks for responding so quickly, please let me know. 

  Customer Answer

  Date: 08/07/2024

   
  Once I have the check and its in my account. 
  Sincerely,
  
  ****************

• Initial Complaint

  Date:06/27/2024

  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.

  Home Pro committed to fix our roof (per the letter upon payment-see attached) But, will not respond.

  

  Business Response

  Date: 07/02/2024

  Hello, this complaint is being handled. We have been in contact with the customer and working to get this issues resolved. The people she was trying to contact, no longer work for Home Pro Roofing and this message didn't get relayed to the home office. We are handling this on the week on 7/1 

  Thank you

  Customer Answer

  Date: 07/10/2024

  Home Pro did come and inspect.  Replaced two shingles, but did not fix the end caps.  Not sure when they will be returning. 

  Thank you,

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

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

  

  Business Response

  Date: 07/17/2024

  Dear BBB,

  
  I am writing in response to the complaint filed by ***************** regarding our roofing services at Home Pro Roofing.

  
  Acknowledgement of Complaint: We have reviewed the complaint filed by ***************** on 7/10, detailing concerns related to the roofing work at her property.

  
  Nature of Complaint: ***************** has highlighted some problems with the way certain shingles were laying on her roof. 

  
  Investigation and Findings: Following receipt of the complaint, we conducted a thorough investigation. Our findings indicate that while the issue is related to the framing of the house rather than our roofing work specifically, we understand the importance of addressing her concerns comprehensively.
  
  Resolution Plan: To assist in resolving this matter, we are committed to visiting ********************* property again to assess the situation firsthand and explore potential remedies. Our proposed steps include:
  -Revisiting the property to evaluate the current condition of the roof.
  -Discussing potential solutions with ***************** to mitigate the impact of the framing issue on the roofing system.
  Next Steps: We have already contacted ***************** with a plan to schedule a convenient time for our team to revisit her property. Our goal is to work collaboratively towards finding a satisfactory resolution.

  
  Conclusion: We appreciate ********************* patience and understanding as we strive to ensure her complete satisfaction. Please feel free to contact me directly at ************ or ******************************* if there are any further questions or concerns.
  Thank you for bringing this matter to our attention. We look forward to resolving this issue promptly.
  Sincerely,
  *************
  CFO
  Home Pro Roofing

  Customer Answer

  Date: 07/29/2024

  As of today, 7/29/24 no one has come to our home to inspect the roof or fix the end caps.

  

  Business Response

  Date: 07/29/2024

  We reached out on 7/11/24 after our initial email back and left a voicemail from our VP of Installations regarding a time to resinspect and take a look at the hip cap that we were going to try and adjust, but we were never called back by the customer. See attached photo, the ************ number is the customer ******. We are more than willing to take a look further to help remedy and find a solution that is within our scope of work and what can be done for ******'s roof as stated before. 

  We reached out today 7/29/24 after receiving this email to set up that time and meeting to resinspect. Thank you!

   

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

  Home Pro Roofing VP of Operations

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