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:04/11/2025

  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 signed a contract to have the **** replaced. I have tried to several times to stop them from working on my house and to stop this contract. My insurance company sent me a check for $15000 to do the work and and I gave the check to (*******) and he has have returned to come back and do the work. I want to (*******) to get rid of the contract and never show up on my property again. I am also reporting this to the **********

  

  Business Response

  Date: 04/25/2025

  Response to BBB Complaint by **** ****
  In response to the complaint submitted by **** ****, we respectfully disagree with the claims made, as they do not reflect the efforts we have made to resolve this matter.
  Our General Sales Manager, the original Sales Representative, and the Owner of the company have each personally attempted to contact **** on multiple occasions in an effort to address and resolve her concerns. We have also included her daughter in the communication process, who has also made efforts to reach **** on our behalf.
  Unfortunately, despite these extensive attempts to connect and provide a resolution, we have been unsuccessful in establishing direct communication with ****. Our intention has always been to resolve the matter promptly and professionally, and we remain open and available to speak with her should she choose to respond.
  We are committed to customer satisfaction and hope for the opportunity to bring this matter to a mutually satisfactory conclusion.
  Sincerely,

• Initial Complaint

  Date:10/19/2024

  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.

  We had tornado damage in May, we promptly found a business that was local to complete the work. On 6/14/24 we signed over $13,687 plus ******* deductible to Pro Installation and Design out of *******************, St Louis ******************* began around June 30th on the roof, then in mid August for the siding. Our insurance company was not notified about the color of the siding. And they did not get approval from the home owners (me and my husband) either. They were told to stop construction, but refused to do so. I felt threatened so we let them finish. Both workers were fired during or directly after the completion of the work. We are unable to contact the company to make sure the claim is closed. They have laughed at and hung up on my husband. There were several issues on our claim invoice that were not completed by the company.When we last spoke to them, they still wanted more money. We showed them the discrepancies between our invoice prices and what they did and did not complete. The siding doesnt match, the job was poorly done and the company is completely unprofessional.

  Customer Answer

  Date: 01/22/2025

  The issues have not been resolved. 

  

  Business Response

  Date: 01/23/2025

  
  Dear BBB Representative,
  I am writing in response to a complaint filed . We would like to clarify the situation and provide additional context regarding our obligations in this matter.
  As we explained to the client, we were mandated by their insurance carrier to proceed with and complete the repairs as outlined in the approved insurance scope. This was not a discretionary decision on our part, but rather a requirement to ensure compliance with the insurance claim. Had we not followed the scope as dictated by the insurance company, we would have been in violation of our contractual obligations and could have been guilty of insurance fraud.
  Despite our efforts to communicate this clearly, the client did not seem to understand that we were required to complete the work as specified. Furthermore, our crew performed the work professionally and to a high standard, ensuring that the repairs were completed in accordance with both industry and insurance requirements.
  We regret any misunderstanding or dissatisfaction on the client's part, but we stand by the quality of our work and our adherence to ethical business practices. Please let us know if any further information or clarification is needed.
  Sincerely,

  Customer Answer

  Date: 01/27/2025

  Complaint: 22445797
  
  I have reviewed the business' response and am rejecting it because:
  
  There was no communication from the company regarding the color of our siding. We asked the company to stop production until we heard from the insurance company, we were denied, and told Im not going homemy boss said to act like I didnt hear what your husband said. After the work was completed, We were laughed at and hung up on multiple times when trying to complete the process. We denied letting them do any extra work, because the crew of 2 people that was sent to do a multilevel house were unprofessional and threatening. We still never received an itemized list showing the cost of what work was provided and we still are certain they would owe us money back going off the insurances itemized list. This is all completely unacceptable. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 03/26/2025

  We have made multiple attempts to return and correct any issues only to be denied.  The customer has made it clear that they do not want my company to do any further work on their property.  The individuals that the customer is referring to were fired immediately following that incident.  We do not tolerate such behavior from any employee.  Despite this, we remain committed to fixing any issues that are outstanding.  In order to do so, we must be granted access to the property.  Without that opportunity, it is impossible for us to fulfill our obligation and bring this to a resolution.  

  Additionally, we have taken off $600 for work not completed by us.I went over their contract line by line on a sunday no less, and Mr ******** agreed to what we had said.  The remaining balance is $1470.53

  Customer Answer

  Date: 03/26/2025

  030525JM: Spoke with Chastise-(Operation Manager) she is sending him his itemize statement today and working with the owner to offer this customer some form of refund.  

  031425JM: Left a message for Chastise-(Operation Manager) to return a call to me. 

  031825JM: Left a message for Chastise (Operation Manager) - to return a call to me.

  032025JM: Left a message for Chastise (Operation Manager) to return a call to me. 

  032425jM: Left a message for Chastise and *** to return a call to me regarding this complaint and 22674818.

  032525JM: Spoke with ****** and *** Bruyneel  they have been extremely patience with working this company with little communication or responding to their concerns. ****** has request for "Arbitration" immediately. ****** husband is also filing with the AG-Office.  

  

  Business Response

  Date: 03/26/2025

  030525JM: Spoke with Chastise-(Operation Manager) she is sending the customer an   itemize statement today and working with the owner to offer this customer some form of refund.  

  031425JM: Left a message for Chastise-(Operation Manager) to return a call to me. 

  031825JM: Left a message for Chastise (Operation Manager) - to return a call to me and sent (Email). 

  032025JM: Left a message for Chastise (Operation Manager) to return a call to me. and sent-(Email)  

  032425jM: Left a message for Chastise and *** to return a call to me regarding this complaint and 22674818.

  032525JM: Left another message with no Response. Customer has requested for the ******************** to Arbitration. I spoke with *** and informed me that the next level could be arbitration. ***-(manager) stated go right ahead. 

• Initial Complaint

  Date:09/30/2024

  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.

  I have 2 separate leaks that I hire these folks for, they tell me it&#**;s fixed, and it simply is not. These folks installed the roof initially, and since then the 2 leaks have been a constant issue. They installed the roof In June and whenever it rains my kitchen gets wet due to the leaks. They came out a few times to try to fix it and nothing gets done. The installer left their number with me and told me about a conversation the boss and him had said they wouldn&#**;t send someone else out because they did not have the man power to get it done.

  Customer Answer

  Date: 10/21/2024

  The company reached out to me to set up a time and it was for Friday (10/18/24) after 2pm. No show, no call, no information, and did not show up. 

  

  Business Response

  Date: 11/22/2024

  We have went back and fixed some cracked siding and reworked the flashing around the chimney.  We have had two big rain storms and seems to have fixed it. 

   

   

• Initial Complaint

  Date:03/28/2024

  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.

  I hired this roofing company to install a new roof on my home and the workers do not speak English and they are half doing the job. They are using rotten wood when I paid for new wood. I still have squirrels in the attic and I have requested a supervisor to come out to review the work and have been told there is no supervisor available.

  

  Business Response

  Date: 03/28/2024

  Dear Sir/*****,
  
  I am writing in response to your recent communication regarding a matter concerning ***************. I appreciate the opportunity to address this issue and provide further details on the ongoing project.
  
  Firstly, I would like to clarify that my crew is proficient in English. However, to provide additional clarity and context regarding the project, I have attached images of a three-story Victorian house we are currently working on. It's pertinent to note that this particular property presents significant challenges, particularly in terms of its complex roofing structure.
  
  As part of our project scope, we initially set out to replace some deteriorated fascia and install new gutters. However, upon closer inspection, it became apparent that the extent of rot in the fascia and soffit was more extensive than anticipated. Virtually all of the fascia and a substantial portion of the soffit have been compromised by rot. Addressing this unforeseen issue necessitates additional work and corresponding charges.
  
  Given the age of the house, which exceeds a century, coupled with preexisting leaks that required attention, we have proposed a comprehensive solution. Our recommendation involves the complete removal of the deteriorated components, replacing them with durable vinyl soffit, and wrapping the new fascia with aluminum. This approach not only addresses the current issues effectively but also ensures long-term durability and protection against potential future damage.
  
  Currently, we are still actively working on the property and intend to discuss these proposed adjustments with ************. Our priority remains to deliver a high-quality outcome that meets both the client's expectations and our professional standards.
  
  I trust that this clarifies the situation, and I am committed to resolving any concerns or inquiries ************ may have. Should you require any further information or documentation, please do not hesitate to contact me directly at ******************************** 
  
  Thank you 
  
  Sincerely,

  *****

  Customer Answer

  Date: 06/04/2024

  They came out and put a roof on my house and he sent all these Mexicans that they didn't speak English so I couldn't communicate with them.  They hid work that they were supposed to do.  They took the aluminum off where the gutters are and covered up all the work to be done with the old wood.  The wood was destroyed.  It was a $3600 job and they wanted to charge me another $8000 to fix what they messed up.  I had to get another company to do the work correctly and they charged me $4200.    I have a daycare and they had nails and everything in the yard and destroyed the playground area.  The owner *** said he was going to send someone out to fix the playground and he has not come out.  I have a home daycare.  
  
  I would like for him to finish the playground and I don't think he should charge me extra because they hid the work.    

  

  Business Response

  Date: 06/17/2024

  Dear Better Business Bureau,

  
  I am writing in response to the complaint filed by *************** regarding the services provided by our company. I am deeply disappointed by her decision to file a complaint despite the extensive efforts and additional services we provided.
  **************** project presented exceptional challenges that few contractors were willing to undertake in ***********. Despite these difficulties, we proceeded with the job diligently. The roof repair involved significant additional material and labor, totaling over $2800, which we absorbed without charging ************.

  
  Furthermore, part of our agreement was to address repairs to her fascia and soffit. However, due to extensive damage from previous leaks, further structural issues became apparent, including settled rafter tails that needed cutting and replacement of fascia and soffit boards. We provided ************ with a fair bid for this necessary work, which she declined.
  Subsequently, ************ hired another crew to perform these repairs, that did substandard work with their workmanship. We have documented evidence, including photographs, of the substandard repairs conducted by this crew.

  
  Despite our efforts to accommodate ************ and provide competitive pricing, she chose to escalate the situation unfairly. During our communications, ************ accused me of discriminatory behavior, which I found deeply hurtful and baseless. It is disheartening that she resorted to such accusations in an attempt to obtain additional services at no cost, despite our prior concessions.

  
  Enclosed with this letter are photographs illustrating the extensive repairs and the quality of workmanship we provided. These images demonstrate the thoroughness and professionalism with which we approached **************** project.
  In conclusion, I stand by our company's integrity and the quality of services we offer. We have always prioritized customer satisfaction and transparency in our business practices. It is regrettable that **************** experience did not meet her expectations, despite our best efforts.

  
  Thank you for your attention to this matter. Please do not hesitate to contact me if you require any further information or clarification.

  
  Sincerely,

  ***

  

  Business Response

  Date: 06/17/2024

  I have attached pictures of the roof. 

   

   

• Initial Complaint

  Date:08/16/2023

  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.

  Three years ago I paid this company $4800 to do a new garage for me. So far all they have poured is a foundation. When I have tried calling them, they won't answer my calls. I tried calling them just the other day and I left a message but no one responded. They also damaged my driveway.

  

  Business Response

  Date: 09/18/2023

  I did try to call her in the last couple days and it says her mailbox is full.  I have guys out there today.  We are putting the roof on today.  Tell her to please call me - ***.  The walls are up and the trusses are in.  By the end of the week we will be done.  The area we had to dig up, we had to build a foundation and will fix it when we are done.  

• Initial Complaint

  Date:02/02/2023

  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 July 7th 2022 We signed a contract for a remodeled master bathroom, master closet and new 2nd floor laundry room with Pro Installation Design & Build Co. At the time of the signing a deposit check in the amount of $11,000.00 was given to Pro Intalls rep and a verbal agreement was made for a tentative start of 3 to 4 weeks from the date of signing. We were told that the job would take 3 weeks to complete once it was started
  On August 1st we did a walkthrough with the contractor and were given a start date of August 8th.
  On August 8th they were a no show. We were then told that the new start date was August 10th.
  August 10th was another no show.
  We were not able to get anyone to respond to us until August 19th when we were told that they finally had all fixtures except the tub and were waiting for a tracking number from the shipper.
  We made several inquires without any response until September 21st when we were told the tub was shipping the following week.
  The demo was finally started on Oct 11th but not completed. Then no work was done until Nov 11th
  On Nov 11th they came back to do some more demo but still did not complete it. Also on Nov 11th, we received information that none of our Fixures had actually been ordered and were on hand as we were previously told.
  On November 15th we asked *** to provide proof that he had any of the fixtures that he said previously that he had on hand or we would terminate the contract for non performance the following day. No proof was offered or received.
  They day we terminated the contract *** finally paid for the permit that he said he already had, ordered the tub and had the Manufacturer add a $600 expedited fee to have it shipped asap.
  Pro Install took our money, made false promises, and never had any intention of finishing this project in a reasonable amount of time.
  We also believe that Pro Install inflated its costs to settle and would like actual proof of its expenses minus the $600 expedite fee for the tub.

  

  Business Response

  Date: 02/17/2023

  I would first like to state that we have offered the
  ******s a refund of deposit , less the expenses that were incurred during the
  project.  Mr ***** was a bit
  argumentative to the expenses that we posted but the fact is , we did execute
  this contract in good faith, we ran into all kinds of delays from the supplier
  and sub-contractors as well.  We spend
  thousands of dollars on this work and supplies which, I would think showed our
  willingness to complete this job.
  I once again agree to refund any funds above the expenses
  we incurred.  Also, to suggest that we
  left the  house in a mess is
  inaccurate.  Mrs. ***** had suggested to
  cancel the contract and they would hire other contractors, we didn't agree to
  this as we had already began the work.  Our cancellation policy in these matters is printed on our contact, that
  in the event that the client cancels we are entitled to 25% of the contract
  price.  In this instance, 33,000.00 was
  the contract price and 25% of that is 8250.00.  We also had three separate occasions, sent demo crews to complete the
  demo of the original bathroom.  Also, I
  on 6 separate occasions, met electrical , and plumbing sub-contractors on this
  project.  None of that time was added to
  the expenses either.  That fact also
  further our commitment to do this project.
  
  
  We never accepted money without expecting to do job.  There is pictures with dates on it as to when
  it was printed to show we were researching for materials.
  
  Materials for a bathroom job are normally bought after
  the demo and after the plumber is done, in case we have to move things around,
  re enforce walls, any extras needed.  All
  material except for tub and  shower heads
  (amazon 3 day) was from home depot able to order and get picked up quickly
  including fixtures.
  
  Either way ****,  the tub with all of the delivery items that came with it was
  3,204.00  that should have come with
  1.            Bathtub
  2.            Chrome
  deep soak drain and overflow
  3.            Heater
  
  Also, on the first demo day, I have 5-6 men there for the
  better part of the say actual cost to me was 1475.00 plus the dumpster. Fee.
  Plus I sent two more men for hours to remove the wall and sub-floor, and a
  third day with 2 men to take out the rest of the sub-floor for the
  plumbers.  This was an additional cost of
  1200.00 (All of which I have paid for).
  
  Permit cost of 113.16
  Drawing cost 285.00
  Dumpster was 413.48
  
  I am not looking to profit a penny here ****. And I have
  a ton of other items here that I am going through. 
  
  In addition.
  With this one,  they have 11,000 for the tub and demo.  This is the deposit.
  
  They were supposed to give us another 11,000 after tub
  and demo was done, then the rest would be completed and the last 11,000 was to
  be given.
  
  No date stated in contract as to when it was being
  started or finished. I told her we would try to work around the flooring coming
  in.
  
  At that time they said they did not need nor want
  permits, that is something that they changed, which we did, and did not charge
  extra for there is normally a 750 charge for permits.
  
  The tub is 3204 has always been with the heater, pillows,
  extra plumbing set, we can send that to you. as well
  
   There was
  miscommunication between the plumber and us, we did not know they did not demo
  out everything that needed to be demo for the plumber.   We immediately sent third crew so a new
  plumber from which we already talked to was ready to go.
  
  But They then cancelled. We did not leave and mess or
  trash behind.  If they would not have
  cancelled the job would probably be completed by now.
  
  Yes, we do get some stuff delivered to kens house, so
  that it does not block the front of our office or keep our workers from coming
  into the warehouse in the back
  
  either way no proof to show we was trying to fraud
  anyone.   We would not have started the
  work, paid crews,  and a tub.  That they wouldn't even let be delivered. If
  we were trying to do fraud at all.
  
  At this time technically speaking they  owe us money.
  
  There is a 25%  cancellation fee, money spent on demo crews, and permit and a 72 by 72
  tub.
  
  Again we didn't cancel they did.

  Customer Answer

  Date: 02/17/2023

  ********** ********
  
  
  
  I am rejecting this response because:

  Stating that we did not want permits is a lie. It was the contractors Salesperson who told my wife that the we did not need permits. I told her that we absolutely needed permits and would require them to do the job. The original contract states that all required permits would be supplied. 

  After multiple delays, lack of communication for long periods of time we gave notice to the contractor on November 15th to provide proof that they had our fixtures that their salesperson claimed where in their possession on October 6th or we would cancel the contract for non performance on at 5:00pm on November 16th. No Proof was given before the end of the deadline. 

  The tub *** mentions was not ordered Until November 16th  the day of the cancellation. InaAddition to ordering the tub on the day of the cancellation, the Contractor had the manufacturer add a $600.00 expedite fee in an attempt to save face that he expects us to pay(see attached Invoice). The Contractor also mentions pillows in his responce, as you can see from the invoice, no pillows are present. Still no other proof of purchase of any other material that they claim was sent to ***'s house is available because nothing was ever ordered. 

  Contractor also did not pay for the permit that they claimed they already had until the day of the cancellation on November 16th. This was after a conversation that I had with *** on the morning of November 16th claiming what cancellation expenses he would have that included the permit. I had been on the ** ******* ****** ****** ****** on November 15th and saw that the permit was not paid for.  I informed *** of this and he immediatley went on the portal and paid for the permit. ( See attached timeline document from ** ******* ****** on the original complaint). 

  The contractor will probably claim that they sent us proof of material on hand but in fact all that was sent were screenshots of a Home Depot cart with material in them that had not been paid for. 

  We did not have another contractor lined up to do the work prior to the cancellation and in fact had to work as our own GC and find a carpenter, electrician and plumber ourselves to finally get the job moving.

  All we ask is for actual proof of expenses minus the $600 expedite fee for the tub so we can settle this matter. The only proof we have been given is for the tub, permit, and dumpster.

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

  

  Business Response

  Date: 03/01/2023

  First, sales reps do not run production.  So if she stated no permits, then she was wrong, but the fact is ,  I did pay for plans and permits to be done and permits were issues. 

  Customer Answer

  Date: 03/02/2023

  ********** ********
  
  
  
  I am rejecting this response because:
  

  Show us proof of expenses. Here are some of the reasons why
  we do not trust what Pro Install is saying.
  We have an email from Pro Install from dated 9-6-2022
  stating that everything was in with the exception of the tub and that Comfortfo,
  the supplier of the tub, said the tub would be delivered in two weeks. This was
  a lie. The tub was not ordered until 11-16-2022. The day after we terminated the
  contract for non-performance
  We have a text from Pro Install stating that they had expenses
  including shower valves that they could not recover. This was a lie. No Shower
  valves were ever ordered. If they were then prove it with a dated invoice.
  We have a text dated 11-15-2023 from Pro Install’s project
  manager stating that he had been told by *** that day that no supplies or
  fixtures had been ordered for our project, a full two months after *** had said
  that he already had everything but the tub on hand.  This prompted us to inform *** on 11-15-2023
  that we wanted copies of invoices proving that he had any of our fixtures as he
  had previously claimed or we would terminate the contract on 11-16-2023. We did
  not receive any proof.
  On 11-16-2023 ***’s project manager informed us that *** told
  him that he had “misunderstood” *** the day before and that *** did indeed have
  supplies and fixtures for our project that had been delivered to his home instead
  of the warehouse.  Since no proof was
  ever supplied of this claim, we have to assume that this was another lie.
  We also have a text forwarded to us from ***s project manager
  that was sent to him from *** dated November 16th that stated that
  he wanted more money from us and since he wasn’t getting it he would send whatever
  material he had to us and we could find someone else to finish the job. The
  only material that we received was the tub that was not ordered until November
  16th.
  This is just a fraction of the written correspondence that
  we have with the contractor and his  representatives.  We can supply much more if necessary.
  Again all that we are asking for is a refund based on actual
  written third party proof of expenses minus the $600.00 expedite manufacturing fee
  that *** is trying to stick us with for the tub that was not ordered until the
  day the contract was terminated.
  
  
  
  
  
  **********
  
  **** *****

• Initial Complaint

  Date:11/11/2022

  Type:Order 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.

  I signed a contract with Pro installation to install my roof. They had me sign a contract for $7,000.00. I had to pay $2,334.00 for a deposit on Oct. 31, 2022. My product is to be delivered by 10-10-22 and roof is to be started on 10-12-22. I received a call from Pro Installation on 10-9-22 telling me that they would not do my roof for the amount promised because they weren't making enough profit. I received $9,200.00 from my insurance company and my agent told me if I could get it done cheaper I could use the balance for whatever I needed I sent a text to Pro Installation telling them they were not honoring a legal and binding contract and pointedly trying to extort additional money from me after they received my down payment. The will not take my calls or return my money and I need help. I don't know how to proceed. Anything you can do to help me resolve this is appreciated. I will settle for them doing my roof for the contracted amount or return my money. I received a text from them stating that I was committing fraud for not giving them the $9,200.00 from my insurance company. It feels more like a threat that if I don't give them the money they want they are going to keep my money and not do the work on my roof.

  

  Business Response

  Date: 11/29/2022

  The insurance scopes are specific about what works is covered and being paid.  This customer conveniently leaves out that he requested us to create a fake invoice for 9200 dollars so he could keep the additional funds thereby committing insurance fraud.  A federal offense.  We let this customer know that in no way would we be a party to such actions.  His deposit was mailed out on Monday.  

  

  Business Response

  Date: 11/29/2022

  The insurance scopes are specific about what works is covered and being paid.  This customer conveniently leaves out that he requested us to create a fake invoice for 9200 dollars so he could keep the additional funds thereby committing insurance fraud.  A federal offense.  We let this customer know that in no way would we be a party to such actions.  His deposit was mailed out on Monday.  

  Customer Answer

  Date: 12/04/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:  My insurance adjuster quoted a final amount of $9,200.00 for my roof on my house, two sheds, gutters and downspouts.  My agent said if you can get a lower bid then you can user the leftover money for anything else you might need.  Pro Installation gave me a signed CONTRACT to repair ONLY my Roof on my house for $7,000.00.  They WERE NOT contracted to repair the two shed roofs, gutters or downspouts so they ARE NOT ENTITLED to the $9,200.00 for the ENTIRE JOB.  They called me many times asking how much the insurance company gave me.  When I told them $9,200.00 they said they wanted ALL of it.  This was after they took a check from me for $2,334.00 for my deposit.  I am appalled that they continue to berate me with their kneejerk responses even saying I am committing insurance fraud because I filed a complaint.  I have received numerous texts from them telling me I am committing insurance fraud. They said in answer to my BBB complaint that I asked them to commit fraud by asking them to sign something saying that I paid them $9,200 so I could get all of the money I wanted.  It's a blatant lie proved by the fact that my insurance company is WELL aware that I got a lower bid and are still paying the $9,200.00 to me.  It is another example of a large company trying to take advantage of the little guy.  I have dealt with hateful, spiteful and ludicrous emails from them.  I have also received two additional bids for within $100-$200 above their bid.  They bid lower to get the job and signed contract and then try to extort additional money from you with threats of insurance fraud.  They are as you know other BBB complaints similar to mine.  They have said they mailed me a check for my deposit, I have yet to receive.  I could not get all of the documents downloaded as I am out of town working VERY long hours with very little sleep time.  With only 30 minutes to type this up and lack of sleep i could not get them downloaded in a timely manner.  I have copies of the Contract, Insurance quote, and text messages from PRO Installation and voice mails from Pro Installation.  If you could give me a little more time a day or so I could get everything downloaded and sent too you.  Your consideration is appreciated.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Customer Answer

  Date: 12/04/2022

  Complaint: ********
  
  I am rejecting this response because:  My insurance adjuster quoted a final amount of $9,200.00 for my roof on my house, two sheds, gutters and downspouts.  My agent said if you can get a lower bid then you can user the leftover money for anything else you might need.  Pro Installation gave me a signed CONTRACT to repair ONLY my Roof on my house for $7,000.00.  They WERE NOT contracted to repair the two shed roofs, gutters or downspouts so they ARE NOT ENTITLED to the $9,200.00 for the ENTIRE JOB.  They called me many times asking how much the insurance company gave me.  When I told them $9,200.00 they said they wanted ALL of it.  This was after they took a check from me for $2,334.00 for my deposit.  I am appalled that they continue to berate me with their kneejerk responses even saying I am committing insurance fraud because I filed a complaint.  I have received numerous texts from them telling me I am committing insurance fraud. They said in answer to my BBB complaint that I asked them to commit fraud by asking them to sign something saying that I paid them $9,200 so I could get all of the money I wanted.  It's a blatant lie proved by the fact that my insurance company is WELL aware that I got a lower bid and are still paying the $9,200.00 to me.  It is another example of a large company trying to take advantage of the little guy.  I have dealt with hateful, spiteful and ludicrous emails from them.  I have also received two additional bids for within $100-$200 above their bid.  They bid lower to get the job and signed contract and then try to extort additional money from you with threats of insurance fraud.  They are as you know other BBB complaints similar to mine.  They have said they mailed me a check for my deposit, I have yet to receive.  I could not get all of the documents downloaded as I am out of town working VERY long hours with very little sleep time.  With only 30 minutes to type this up and lack of sleep i could not get them downloaded in a timely manner.  I have copies of the Contract, Insurance quote, and text messages from PRO Installation and voice mails from Pro Installation.  If you could give me a little more time a day or so I could get everything downloaded and sent too you.  Your consideration is appreciated.
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 12/09/2022

  I am sorry this took so long.  My mother was was helping me and she misunderstood about the $9200.00.  It did not include the sheds or gutters and downspouts.  I have attached the contract from Pro Installation for $7,000.00.  Everything else I stated was correct.  They still owe me my deposit.  There is nothing else I can say.  I have reported everything.  Thank you

  Customer Answer

  Date: 12/09/2022

  I am sorry this took so long.  My mother was was helping me and she misunderstood about the $9200.00.  It did not include the sheds or gutters and downspouts.  I have attached the contract from Pro Installation for $7,000.00.  Everything else I stated was correct.  They still owe me my deposit.  There is nothing else I can sat.  I have reported everything.  Thank you

  Customer Answer

  Date: 12/28/2022

  I filed an earlier complaint against pro installation and design complaint number ******** you contacted me and told me that they settled the claim to answer the complaint by mailing me a check they have never mailed me a check I have never received my refund of $2334 so how can the file be closed when they should have to have show proof that they mailed it they tell everybody that complains to the Better Business Bureau they say they will send them a refund check and nobody ever gets it it takes months and months its already been three full month since I paid them and I do not have a refund when is somebody going to help people out that are going through this with this company

  

  Business Response

  Date: 12/28/2022

  See attached copy of refund check
  

  Customer Answer

  Date: 12/28/2022

  Complaint: 18385174
  
  I am rejecting this response because:
  
  
  They may gave a picture of a check made out to me but I have repeatedly told them I have NEVER received the check.  Have them show yiu tge bacj if the checj.
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 03/16/2023

  3/16/23 BB: They finally sent me a refund. 

• Initial Complaint

  Date:08/16/2022

  Type:Product 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.

  This company installed a new roof on our home a few years ago, during our latest rain fall we experienced leakage on the ceiling of our bathroom. I have tried countless times to contact this company to inspect our roof under warranty, but no one ever answers , the recording will one time say that the number is disconnected and another time it will prompt you to leave a message. This company will not return my many left messages to them.

  Customer Answer

  Date: 08/18/2022

  This company reached out to me directly and immediately sent someone out to my come to resolve this issue. I am very satisfied with their prompt attention to my concern and would like to close this complaint.