Complaints

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

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  Shingle And Metal Roofs LLC

  5848 Dorr St Toledo, OH 43615-3425

  
• 

  SMR HomePros

  7840 Tyler Blvd Unit 2102 Mentor, OH 44060-4803

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:06/25/2025

  Type:Customer Service 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 had hired them to do a bathroom remodel. Communication was bad from the start. Once I was able to get a confirmed start date that was pushed back a day and then arrived later than stated start time. Instalation of shower, wall, and tub turned out beautiful but ran into issues after tile installation started. Has not finished tile installation at all and didn't show on time given to start working. When I contacted Stephanie to see if and when someone was going to come finish job, put in the toilet and install the vanity no one answers messages or phone call. I have a disabled husband and he's not able to use bathroom as it's not finished. Talked with GM on 6/24/25 and was assured there would be someone here today to finish tile and so far noone has shown up. I feel this company is very unreliable in sticking to what they tell customers and what actually happens.

  

  Business Response

  Date: 07/02/2025

  First, we are incredibly disappointed to read these comments and are actively working towards a resolution with Mrs. ********* We are disappointed our communication did not live up to Mrs. ********** expectations as we typically pride ourselves on communication, especially once the project is in production's hands. We have already had numerous internal meetings to discuss our process and our communication efforts with all of our customers. 
  
  In regards to the original installation date being moved, I can't do anything but apologize. In our industry it is not uncommon for a project to be delayed by a day or so due to weather, unforeseen change orders, etc. However, with the combination of original poor communication along with Mrs. ********** other complaints I can definitely understand how this would only add to the disappointment and it is still no excuse. 
  
  Finally, Mrs. ******** is correct as there were issues with the tile installation. When we sold the job to Mrs. ******** we sold it for a price that included the customer providing some of the material and we were not on the same page as Mrs. ******** in regards to the flooring material itself and this did cause a hiccup in planning the installation. Our tile expert is also our general repairman, so combined with the hiccup on our end and our repairman's schedule we worked to move the schedule around to get the tile expert there in a timely manner. We failed at communicating the timeline with Mrs. ********, again, this has been addressed with the necessary parties. In regards to our tile expert, we are incredibly disappointed to learn about his habits on the jobsite. We fully trust and believe in his expertise and abilities, however, no-showing or showing up late is no excuse and will not be an issue moving forward following the internal meetings we have held in response to this issue. There has been numerous meetings with the employees both mentioned and not mentioned in Mrs. ********** comments and actions have already been taken to ensure this problem does not happen again. 
  
  In regards to 6/24/25 specifically, Mrs. ******** did have a discussion with the General Manager and was assured that the tile expert would be out there the next day. On 6/25/25 the tile expert did report to Mrs. ********** residence and did perform more work for the customer. I don't think this negates any of Mrs. ********** other comments, but I do think it's important to be stated for the BBB record. 
  
  All in all, Mrs. ******** has raised concerns to our company that we are taking very seriously. Management and ownership is involved to ensure the necessary steps are taken to avoid this issue with any customer in the future. As of 7/2/25, our owner did attempt to make contact with Mrs. ******** to 1. touch base and 2. update Mrs. ******** with the final date to complete the project. At this time Mrs. ******** is out of town and will not be home until Thursday. We told the customer we are planning to come out Thursday to not have her wait any longer. We intend to finalize the project on Thursday, or Mrs. ********** next available day and this project will be completely finished following that. 
  

  Customer Answer

  Date: 07/03/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23516210, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:02/18/2025

  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.

  The issue has been the lack of communication between the customer, contractor and insurance company. The first contact with the contractor was October 8th and no work is yet to be done. Multiple tries to communicate with the contact from the business was far from satisfactory in communication skills. My insurance claim has not been resolved since June 16th, 2023. This was the 5th contractor I've dealt with, and I was ensured that I would be taken care of by this company, but it's apparent to me that was not the truth. The owners of the company had tried to make amends by coming out to discuss the situation. They failed to communicate that they were not coming at the set schedule and called 2 days later. A check was issued to the business for the deductible amount prior to any work performed. I am still waiting on the reimbursement.

  

  Business Response

  Date: 02/27/2025

  Mr. ***** is accurate in his claims that we first were in touch with the customer in October. One of our authorized estimators entered into an insurance agreement with the customer to help him with the necessary steps we need to do on our end to get the insurance company all the information they need to make an accurate decision regarding the claim. Unfortunately, our estimator did drop the ball with communication between both the insurance company and the customer himself. Following this ********************** got a ********************** sample for the customer and ordered an **** report for the insurance company. However, at this point, the relationship between us and the customer was broken. When the owners of the company were informed of the issues that arose during this situation they did agree to meet with the customer to see if there was anything that could be done, but that failed as well. Since Mr. ***** made this complaint we have come to agreement to go our separate ways and we have issued the customer a reimbursement check and there are no outstanding balances on either end of the situation. Again, we have agreed to go our separate ways and both consider this situation to be resolved. 

  Customer Answer

  Date: 03/09/2025

   
  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:09/17/2024

  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 contracted with shingle and metal roofs LLC in spring of 2023 to fix some damage on the front of my house. I have a copper “bonnet” over a bay window that was damaged. I contacted the company, they gave me an estimate for about $12,000. The arrangement was for me to pay part up front and then the rest after the job was completed. I paid $7K, and when the job got done it was very poorly done. Over a hundred dents in the copper and several places where the worker walked on the copper and created places where rain water stands and pools. The owner was at my house at that time and he told me that he would have his project manager contact me to arrange a resolution. When the project manager called me about replacing the bonnet he told me that it was getting too late in the year for the work to be done and they would contact me in the spring of 2024 to replace the bonnet.
  They did not contact me in the spring so I contacted them and a new project manager said they would replace the bonnet. I did not hear back from them so I contacted them again this summer and they said they were waiting on some parts and they would contact me.
  Bottom line is that I have paid $7000 for a fix to the front of my house that cannot be left as is and the company seems unwilling to make it right.
  **** *****
  **** ******** ****
  ******, **** *****
  *************

  

  Business Response

  Date: 09/25/2024

  DISCLAIMER: Shingle and Metal Roofs, LLC is now known as SMR HomePros with the expansion of SMR HomePros’ service list. This customer originally hired SMR HomePros under the name of Shingle and Metal Roofs, LLC.
  
  Shingle and Metal Roofs, LLC was contracted by this customer in March 2023 to replace the copper roof over their bay window (also known as a “bonnet” or an “eyebrow”). Shingle and Metal Roofs, LLC measured and ordered the material. The roof was then replaced in July of 2023 due to the delivery length for copper roofing. This customer was not satisfied with the work completed by Shingle and Metal Roofs, LLC. The owner and project manager met with the customer following the completion of this project. It was agreed upon by both the customer and Shingle and Metal Roofs, LLC that this job was not completed up to the quality that we expect and strive for. 
  
  Shingle and Metal Roofs, LLC agreed with the customer that we would make this right and re-do the roofing project. Re-measures took place following the completion of the first project and we worked diligently with our supplier to ensure the material would come in perfect condition. With the timetable for delivery of this material being so long it wasn’t expected to get to us until mid-winter. This prompted us to make the decision with this customer to complete this project in Spring of 2024 when it wasn’t below-freezing for an extended period of time. 
  
  Once Spring of 2024 came we had hired a new project manager due to the previous project manager leaving the company. This new project manager was unaware of the agreement made with the previous project manager. The customer reached out to us and the new project manager came into contact with the customer right away. Once the new project manager met with the customer it was decided we would change the current roofing style (Liberty) to a different roofing style for a more efficient installation (Straight). The customer requested photos and an exact drawing of what we planned to do to switch the roofing style. 
  
  This brings us to present-day and our project manager is actively working with this customer to develop a final plan of action and we have an installation date set in late October 2024/early November 2024 to complete this project. We understand the delay has been frustrating and we will work with the customer directly to make this up to them, however, we have full intentions to complete this project and are actively working with the customer having recently met with them on September 17th, 2024 and another meeting scheduled for September 25th, 2024 with the customer directly. 
  
  

• Initial Complaint

  Date:12/27/2022

  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.

  In October 2021 we had a metal barn roof installed.There were issues not long after that.Lightning rods were installed crooked and the metal roof came loose in a certain area.Owner said he would fix it but never did.About a month ago a newer hired rep came out(***** Longeway)and said it was faulty work and would be fixed.We talked to him a few days ago and said owner refused to fix things .***** took pictures and noted the faulty areas.The business phone numbers we have don’t work

  

  Business Response

  Date: 12/27/2022

  Dear Mr. *****, 

  Your warranty work has not gone without notice. We do know that this is warranty work for the loose panels. We have NEVER refused to do the work. We our short handed with labor so we decided to do all repair work while the company was shut down for the holidays. This job was walked thru, inspected and the completion form was signed by YOU that everything was completed. 2 weeks later you called about the rods which after 2 weeks anything could’ve happened to the barn including wind pushing them. Our phone is posted on Google and BBB with the 419-469-8994 # that is our company #. The company has been out for the holiday since 12/22, we will be fully back in the office back on 1/3/23. Everytime besides since the holidays your phone calls have been answered with no problems. The worst thing I hate is when customer try to lie and make things sound so much worse than what they are. Your repairs will be done this week. But if I’m not mistaken you have already talk to my employee **** today and he was delivering the updates today. We sorry that we decided to make sure all our customers were fully taking care of this year (As you know you wouldn’t want work being completed on your home in a rush to go to another job) before we split a crew up to do repairs that we figured could be done when there was a week during the holidays that we could take care off any repairs and make sure they were done without rushing. I will upload the completion form as well as completion photos if need be. If you have anything else you’ll need you can call our office as **** is available to take phone call 9-6 this week until the office is fully running again on the 1/3.

  Thanks 

  ******** ****** 

  Customer Answer

  Date: 01/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I’m not sure if these responses are read by the public or just the Better Business Bureau… But there is 10% truth in the response by ********. She states they knew it was warranty work but the owner kept claiming it was wind damage, and the person who came out previously to look at it didn’t know what he was talking about.  The owner **** showed up and argued over and over. It had nothing to do with a warranty he said. So they contradict one another they never contacted us. We had to try to call them over and over lasting 13 months before something was done and the only reason something was done was they were upset about the Better Business Bureau complaint and the posting on their website. After they fixed it the roof panel, they left. A lightning rod cable was still dangling from the back of the barn from over a year ago. They came back out and attached it back to the barn. The crooked, lightning rods, which the owner **** knew was their fault, were never straightened. But with all the nonsense from this company, I don’t think I’d want them back on my property. The owner when he was here and upset because he didn’t know they were working on the barn made a lot of insulting comments. The owner **** is only concern was not our problem with the faulty roof job, but is making them look bad with a complaint. I told him we didn’t make them look bad. He made himself look bad.

  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 01/09/2023

  Good Afternoon Mr. *****,

  Once, the complaint for the panels was made in September 2022 to our office person ****. We then sent our salesman out in October for possible warranty/wind damage we put  that on the overview for our reps anytime a customer tells us that that is what we put down. The only fault on our behave is not getting out there soon enough, like I said in the previous message we are low on staff so we decided to do any and all repairs during the holidays that way we could take care of any customer issues. I think your forgetting the part of the rods where you called us 2 weeks later after the job was finished stating that the rods are crooked and demanded us to go back out (even though you yourself signed a completion form with **** and did the final walk-thru with ****. And told **** you loved the job, but if we didn’t fix the rods you would leave us a bad review based on that. I’m sorry to say this, but if the wind pushed the panels off the roof it’s very reasonable to believe the wind pushed the rods. I’m sorry for the confusion. As I understand your repair has been taking care of and you and **** did have some words, but at the end of the conversation you guys shook hands and walked away. Whatever image your trying to paint it’s on you, but as of right all work that was needed to be complete was complete 2 weeks ago. Hopefully you have a good year and please do call us for any problems you have in the future because and the end of the day your still warrantied thru the company. Thanks and have a blessed day. As of right now this ****er is closed because the repair has already been completed and that is what this complaint is based on. 

  Customer Answer

  Date: 01/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:the only honest true comment they made is it was a warranty issue.Owner ****,while his crew were working on the repair, still stated it was not warranty work, even though the office admitted it was. Is only concern was he said I made him look bad with a bad review. I told him it was an honest review in complaint, and he made himself look bad. He had no concern whatsoever about the problem/issue of the faulty work they did. They fixed the roof panel, but left a lightning rod cable dangling off the back of the barn which they didn’t attach with their original work 13 months ago. The lightning rods on top of the roof were put on crooked with their original work and he said they would take care of that back during the original work, but they never did. with the recent repair of their faulty work, the lightning rods were still left crooked, and not touched. As I said, in the original complaint, they ghosted us for 13 months. When their employee **** came out to look at the roof to say it was a warranty issue, ****, once again, while he was here when they were working, said that person didn’t know what he was talking about, and he was a salesman and wasn’t in the position to discuss the problem.
  
  
  
  Sincerely,
  
  
  
  ***** *****