Complaints

This profile includes complaints for Clinger Pro Roofing's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Clinger Pro Roofing

  1465 Highway 314 NW Los Lunas, NM 87031-9372

  
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  Clinger Pro Roofing

  PO Box 1133 Los Lunas, NM 87031-1133

  

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:09/05/2022

  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.

  On 09/22/2021 we (myself and my wife) got into an agreement with Clinger Roofing to install a pro-panel roof. We were upgrading from a shingle roof to a pro-panel roof. We made the down payment of $5,150, It took the roofing company over 2 weeks to complete the job to a 1,587 sq.ft home (town home). While they work placing the roofing, we noticed they did not place the entire synthetic under lament we paid for on the entire roof. When we questioned it, they told us the East side of the home was still pretty good and didn't need replacement. We paid for that. Upon completion we received the 10 year warranty. In February, 2021 we realized we had some leaks in our garage, contacted the company and they send someone over and they fix the issues with caulking. Here we are and in August, same issue. They come and fix with caulking. We didn't pay to be calling every few months for caulking. We want this roof re-done or a full refund of $10,294.93 to pay another roofer to do a better job. We are very uncertain that the rest of the home was reliably roofed and fear of other leaks throughout the home and to include mold. When we had shingles, this issue we never had. When we call the owner, ****** *******, of these issues, he does not communicate with us and just sends one of his workers to look at the issue and place caulking, This is unacceptable. We did not pay for caulking -- we paid for a pro-panel roof along with a warranty they are not honoring !!!!

  Business Response

  Date: 09/15/2022

  
  September 15, 2022
  
  RE: Response to Complaint:
         ****** *******
         Complaint ID: ********
  
  From: Clinger Pro Roofing
  
  This is a response to a complaint
  filed by ****** ******* regarding a leak issue with a roof installed by Clinger
  Pro Roofing at *** ******** *** ** *** ****** ** ****** 
  
  First, each time a roof is
  installed by our company, we do our very best to install it perfectly. After
  our crew is done with a project, we send our inspectors out to double check
  everything to try and avoid any potential future issues. Unfortunately, we do
  not live in a perfect world and occasionally have an unforeseen leak issue. We
  acknowledge this, so we provide all our roof replacement customers with a
  generous labor warranty. In this case, *** ******* had a metal roof installed
  on 10/13/2021 and we provided him with our standard 10-year labor warranty
  mailed out with our warranty cover letter after payment was made in full on
  10/28/2021. Our warranty procedure is that if a customer has a leak issue, they
  call the office to inform us, (as stated in the warranty paperwork) and
  a warranty work order goes out immediately to one of our repair technicians. He
  then is instructed to call and schedule an appointment with the customer to
  have the issue addressed within 72 hours. Once addressed he is to turn in the
  warranty form to the office so it can be recorded. While we ALWAYS honor our
  warranties, the owner of the company does not go out on warranty calls unless
  the repair technicians have an ongoing issue with finding the problem.
  
  In the ********* case, we
  have had a few calls for leak/gutter issues and *** ********* complaint about
  the underlayment.  (We did not install
  the gutters but took care of his gutter issues as well)
  Regarding the complaint of a
  warranty call made in February 2022, we have no record of that warranty call in
  our office. Recently *** ******* has been known to call the cell phones of the
  owner, the estimator, and the VP as well as the office so we aren’t sure if he
  called the inspector directly in February as he is no longer with our company
  but have checked with the estimator, owner and office and they have no record
  of the February call either. The three warranty calls recorded for the leak in
  the garage are as follows…

  1.)12/23/2021 – received call and work order was sent out. Repair tech returned call on 12/24/2021 and schedule appointment for 12/27/2022. (See attached work order)

  
  2.)8/23/2022 – received call and work order was sent out. Office manager returned call on 8/23/2022 and scheduled for foreman (who installed roof initially) to go out on 8/23/2022 (see attached work order)

      8/29/2022 –
  received another belligerent voicemail from *** ******* demanding that the
  owner call to schedule an appointment with him as he was not satisfied with the
  repair.

       8/30/2022 –
  ****** ******* (Owner) called and informed *** ******* that since a repair was
  made on 8/23 (and had not yet been tested by the rain) and his schedule was
  booked solid through September, the soonest he could schedule was 10/4/2022.
  The appointment was set.

  
  3.)9/13/2022 – received call with voicemail at 7:32pm after hours (belligerent voicemail from *** *******)

  
      9/14/2022 – 8am - The Office manager passed
  message to the VP and the VP returned the call to *** ******* and tried to
  schedule for himself and our most experienced repair tech to go out that
  afternoon and *** ******* agreed. He called back a few minutes later refusing
  our warranty services and cancelled the appointment, informing us that he
  already had the court papers demanding to talk with the owner. He was informed
  the owner was out of town and a message would be sent. (We schedule work all
  over New Mexico and the owner is often out of town taking care of these jobs) A
  message was sent to the owner.
     9/15/2022 –
  ****** ******* (the owner) called *** ******* and told him he could clear some
  time to move their appointment up to the week of Sept. 19th-23rd.
  He told him he would go personally and lift he metal panels to check the underlayment
  to ensure it was not part of the problem. *** ******* again refusing services,
  would not allow him to come out and said that ****** should just take his word
  that the underlayment wasn’t sufficient and that if the roof wasn’t replaced
  there would be legal action.
  
  In
  conclusion, Each and every phone call/ voicemail made by the ********* has been
  confrontational before we even have the chance to make an appointment with them.
  When we do return a call to schedule or address concerns it is met with cursing,
  unacceptable demands, refusal of services and legal action threatened every
  time. We pride ourselves in honoring our warranties and doing everything
  possible to alleviate and resolve any issues or concerns but if the customer
  continuously refuses allow us to go out to their property, then there is very
  little we can do. Hopefully this can somehow be resolved without legal action
  but if the current situation we find ourselves in continues, we will
  regretfully have to turn this matter over to our attorneys.
  
  

  Customer Answer

  Date: 09/16/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The dates *** ******* provided are dates we are not available. He is not flexible in his scheduling. The warranty work they do provide us with caulking, so how are we not to be irate. Also, we found out a permit was not pulled for the job as per NM Construction industries. 

  
  
  Regards,
  
  
  
  ****** *******

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 09/22/2022

  As noted in our response to this complaint, ****** *******, the owner/president initially set up an appointment for October 4, 2022 to meet with *** ******* to address his concerns about the underlayment and the caulking repair. When the last warranty call came in on 9/13/22 and *** ******* refused services, ****** called him and offered to move the 10/4 appointment up to the week of 09/19 - 09/23. *** ******* said he would not be available any day that week and ****** would not be available the next week so the appointment on 10/4 still stands.