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:02/13/2024

  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.

  The contractor is failing to abide by the 10 year warranty on roof work.Four months after they repaired the roof I have interior water damage in the same areas as before. They also refused to make good on damage they did to a brand new air conditioning unit outside the home.

  Business Response

  Date: 05/30/2024

  Per business verified email as the business response

  
  
  Dear Better Business Bureau,
  
  I hope this message finds you well. I am writing to address a recent complaint filed by *** **** **** regarding services rendered by our company in March of 2022.
  
  Upon reviewing the details of *** ****** case, it appears there may be some misunderstanding regarding the nature of the repairs conducted at his property. Allow me to provide clarification.
  
  Following our inspection, it was determined that a replacement was necessary, although *** ****** insurance coverage only permitted repair. We clearly communicated to *** **** that while the repair would address the immediate issue, we could not guarantee prevention of future water penetration in other areas of the roof. After some negotiation, the repair was completed in February 2023, encompassing both the roof and the drywall.
  
  Subsequently, *** **** reported a leak in the same spot in November of last year. Our team promptly investigated and identified a different source of the leak, along with damage to a separate area of the drywall. We communicated these findings to *** **** and offered to address the new issue, albeit with associated costs.
  
  *** **** requested drywall repairs under warranty. However, upon inspection, it became evident that the damage incurred was unrelated to the initial project we completed for him.
  
  We are committed to resolving this matter to *** ****** satisfaction and would appreciate your assistance in facilitating communication between our company and *** **** to ensure a fair resolution.
  
  Thank you for your attention to this matter. Please do not hesitate to contact us if you require any further information.
  
  For your reference, here is the link for the photos(with time stamp) we took during the Inspections and production on ** ****** property 
  ****************
  
  
  Sincerely,
  
  
  Marie N****
  Sales Manager 
  ***********************
  ###-###-####
  

  
  

  Customer Answer

  Date: 05/30/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  Contractor has not repaired the damage in the ceiling and they caused damage to a new AC unit by dropping a ladder on it. The water damage to the ceiling was caused do to initial project not being done completely.
  

  Business Response

  Date: 06/25/2024

  This is to address a recent complaint filed by *** **** **** regarding services rendered by our company in March of 2022.
  
  
  Upon reviewing the details of *** ****** case, it appears there may be some misunderstanding regarding the nature of the repairs conducted at his property. Allow me to provide clarification.
  
  
  Following our inspection, it was determined that a replacement was necessary, although *** ****** insurance coverage only permitted repair. We clearly communicated to *** **** that while the repair would address the immediate issue, we could not guarantee prevention of future water penetration in other areas of the roof. After some negotiation, the repair was completed in February 2023, encompassing both the roof and the drywall.
  
  
  Subsequently, *** **** reported a leak in the same spot in November of last year. Our team promptly investigated and identified a different source of the leak, along with damage to a separate area of the drywall. We communicated these findings to *** **** and offered to address the new issue, albeit with associated costs.
  
  
  *** **** requested drywall repairs under warranty. However, upon inspection, it became evident that the damage incurred was unrelated to the initial project we completed for him.
  
  
  We are committed to resolving this matter to *** ****** satisfaction and would appreciate your assistance in facilitating communication between our company and *** **** to ensure a fair resolution.
  
  
  Thank you for your attention to this matter. Please do not hesitate to contact us if you require any further information.
  
  
  For your reference, here is the link for the photos(with time stamp) we took during the Inspections and production on ** ****** property 
  ****************

  Customer Answer

  Date: 06/28/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* ****
  

• Initial Complaint

  Date:05/02/2023

  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.

  I have been reaching out to office staff for a while. I have damage to my house due to rain coming from the roof. I sent pictures as directed by **** in January 2023. There were issues of the crew coming out due to the weather as reported by ****. I reached out again yesterday and **** is not responding.

  Business Response

  Date: 05/09/2023

  We are more than happy to assist Ms. ******* with her roofing concerns. However, we must note that the previous project was completed in 2021, and since then, Ms. ******* has been difficult to work with. Despite our repeated attempts to communicate and resolve any issues, she hung up on us multiple times.
  
  Ms. ******* claimed to have experienced a roof leak between 2021-Jan 2023, but instead of contacting us, she hired another contractor to fix the issue, which voided the warranty on the roof. Nonetheless, we extended our help by sending our crew to assess the roof and fix it but she was not available initially and we had to reschedule for the next day.Our crew did the work the following day and we tried to call her right after the crew left to set an appointment to fix the drywall,but we didnt get any answers from her. after a few days we were able to speak with Ms. ******* and informed her that we are trying to get her availability for the drywall repair. Then we dispatched another crew to repair the drywall.
  
  Unfortunately, when the second crew arrived, Ms. ******* redirected them to the roof, complaining about another leak. The crew inspected the issue and found that the leak was caused by the gutters, which is not covered under the warranty since we only worked on her roof. We showed her the photos of the repair and explained the situation, but she was disappointed and unwilling to listen.
  
  We have included all photos of the repair and screenshots of our attempts to contact her. We remain willing to assist Ms. ******* with any roofing concerns she may have, but we cannot be held responsible for issues outside of our scope of work.

  Business Response

  Date: 05/16/2023

  Hello, we would like to apologize if our actions came across as rude to the customer. Our intention was to assist the homeowner, and during our phone conversations, we made sure to maintain a calm and respectful tone. We even called back promptly when the call got disconnected, demonstrating our commitment to resolving the issue. Our team was dispatched to investigate the source of the leak, and upon examination (please refer to the attached pictures), we determined that the issue stemmed from the gutters, unrelated to the roof that was contracted for on October 19, 2021 (as stated in the signed contract).
  
  Despite the fact that the cause of the leak fell outside the original scope of work, we still offered to fix the issue. However, since it involves repairing the gutters, there will be associated costs. Halfpriceroof is willing to share some of the expenses and has been in discussions with the homeowner to reach a fair and reasonable price with shared responsibility. We even extended our assistance to address the drywall, but the homeowner declined, preferring to address it after the gutter leak has been resolved.
  
  Additionally, we would like to mention that we went above and beyond by offering our assistance in replacing some of the shingles as a goodwill gesture. Attached is a weather report that indicates the property address has experienced multiple instances of hail and strong winds, which further supports our diagnosis that the cause of the leak was not a result of Halfpriceroof's improper roof installation.
  
  As of now, we are unable to proceed further as no agreement has been reached regarding the cost of the repair. Attached to this message, you will find a recording of the call, screenshots of text conversations regarding the offered price, relevant photos, and the signed contract for your reference.

   

  See link below for call recording - ****************

   

   

  Customer Answer

  Date: 05/16/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. I'm experiencing a high level of stress because of the disrespectful and inappropriate interactions with the staff and management at this company. They consistently are calling me a liar and acting as if I'm trying to get over on them. And the reality is that every time it rains it's coming into my house still so you didn't fix the problem I wouldn't be holding this up I need you to stand up to this 10-year warranty and do the right thing you taking pictures and your contractor was on the wrong side of the house as I'm telling you they ripped up the materials for the drainage system which cause damage to my home and you want me to pay for that too you won't listen to me I don't know what else to do I will have to proceed with the lawsuit unfortunately it's more stress.
  
  
  Regards,
  
  
  
  ****** *******
  

• Initial Complaint

  Date:01/09/2023

  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.

  The contractor was paid by my insurance company to repair a leaking roof and repairs on the interior for water damage in the amount of 4733.91. The amount was paid back in October of 2022. I contacted the company the week before Thanksgiving and they said they would be out that week, but didn't show. Contacted them again the week after Thanksgiving,they said they would be out the following week. A man came by and went up on the roof to assess the damage that week and said he would be back tomorrow,he didn't return. The man did not speak any English so I'm not sure what he found. Called the half price roof office and was told the contractor quit them and another crew would be out next week. Again no show. Called the company again and they would either not answer or hang up immediately. I went to half price roof office/house and would not come to the door, they spoke through the ring doorbell and claimed they weren't familiar with me or my issue. I've since trying to get in touch with them. I would appreciate any help you can give me in resolving this issue. Thanks

  Business Response

  Date: 01/09/2023

  *** **** in response to you complain I would very much like to apologize for any inconvenience as well as the delay for your project being completed. However we’ve been working with our independent adjuster as well as your insurance company in regards to the actual scope that was approved. There’s additional work that need’s completed and a supplement is needed to properly repair the roof and the interior damages. We were under the assumption that your insurance company was updating you on the situation. Moving forward our plan is to fully repair your roof and interior damages as per the approved scope as it currently stands . Our office will reach out and coordinate a schedule with you to begin the project. With respect to your visit to our home , my wife was unaware of you or the situation regarding your project and was taken back by a customer showing up at our home uninvited. Our corporate address is listed on our website and with the better business bureau and that is not the address the you came to. Our companies mission is to provide excellent service to our customers and that is what we strive to do, Please allow us to correct a miscommunication between the insurance and us the contractor to be taken care to your liking. Once again sorry for any inconvenience 

  Customer Answer

  Date: 01/23/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* ****
  

  Customer Answer

  Date: 02/02/2023

  Hello, this concerns case#********. The contractor has failed in addressing any of my prior concerns. On the 17th of this month the contractor sent two people to look at my roof,not to work,but to assess the damage but ended up causing more damage ie,more rain coming into the house the next day. Called them on the 20th of the same week and told them about the extra water coming in and said they would send someone to tarp the roof the next day, another no show. Called again on the 24th and was hung up on,used a different phone to call from and was able to talk to the manager. He said all issues would be taken care of. Today being the 30th I still have heard nothing from these people. Little tired of the runaround and would like to revoke my prior response and have this company relinquish the funds they received from my insurance company. Any help would be greatly appreciated. Thank you
  

  Business Response

  Date: 02/27/2023

  Hi this complaint/project had been completed . See attached signed certificate of completion. Also below is a link for project completion photos.
  
  *********************************************
  
  Lastly below is final payment from ******* ****.

  Thank You,
  
  Warren W*****
  Account Manager

  Customer Answer

  Date: 02/27/2023

  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. 
  
  
  
  Regards,
  
  
  
  ******* ****