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:06/05/2023

  Type:Sales and Advertising 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.

  Skylight Pros replaced a ***** Skylight for me on 7/27/2022. They promised me a 20 year workmanship warranty & a 10 year no leak product. I paid $2,360.00 for installation & Skylight. On April 2, 2023 I realized that water was leaking through the area of the Skylight. There’s water stains running down the dry wall in the front of the skylight & down my ceiling from the skylight to my foyer area where the water is settling above my front door bubbling out the paint on my ceiling & wall. I called Skylight Pros on 4/2/23 & Joe came out on 4/6/23 to inspect the the skylight. I tried to show him the water stains on the ceiling & on the drywall in the front of the skylight, but he said he didn’t see anything. He went on the roof & inspected 2 areas that had nothing to do with the skylight & he never inspected the skylight. He said the leak was not coming from the skylight. I asked if he could put a tarp on my roof to cover the skylight until we could figure out what was going on & he refused. I called ***** & they sent out someone to only inspect the integrity of the skylight not the installation or workmanship of the installer which was confirmed by *****’s Field Service Coordinator, *** *******. I hired another contractor to come out & inspect my roof & after a thorough inspection they said the leak was definitely from the skylight & they put a tarp on to avoid any further damage, which ***** informs you to do on their website. I just want Skylight Pros & ***** to honor their 10 & 20 year workmanship warranty or refund me $2360.00. ***** also offers a 10 Year No Leak Warranty. Below is copied directly from *****’s website: Our deck-mounted and curb-mounted skylights come with an industry first 10-year "No Leak" installation warranty that covers correct skylight and appropriate flashing installations (product and labor) against leaks, no matter who installs the skylight.

  Business Response

  Date: 06/06/2023

  The picture shows that the leak she is experiencing is due to faulty flashing caused by an improper siding installation or perhaps the roof that was installed. Neither one of those installation was performed by us. That step flashing was installed by either one of them. Any licensed contractor will verify that the flashing behind the siding is incorrect. Despite the fact that this faulty siding installation is directly next to the leak she still insisted the leak was from our skylight. We offered to come back out with the installation team along with another third party reputable roofer but this customer declined. She said another roofer confirmed her findings but would not furnish us with a report or any information about this supposed roofer. At first she stated that the roofer she had come out was a certified ***** skylight installer that found and fixed the leak but when questioning her she refused to supply that information and recanted her story when we mentioned that another company touching our installation could void the warranty. ***** sent out a third party expert representative as well to address her concerns and it was verified that our installation was to par and appeared to be done very well. The leak this customer is talking about is at least 15 feet away from the skylight. Impossible for water to travel that way through the ceiling joist and not show water marks on the sheetrock. With the hundreds / thousands of skylights we have installed we have never experienced such issues. We are always quick to react to any and all customers concerns and would gladly rectify the issue had it been from our installation but it simply was not. I would encourage her to contact her building inspector to which I am willing to meet on site, to verify that the leak is not caused from the skylight we installed. We have nothing to hide and no reason to ignore a customers concerns. 

  Customer Answer

  Date: 06/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  When I reached out to the business they did not inspect the Skylight. They said the leak is coming from another area on the roof. We had a third party come out to inspect the entire roof and they said the leak is definitely coming from the skylight & not where Skylight Pros claims it is coming from. The third party has put a tarp over the skylight & the leak has stopped. Skylight Pros insisted the leak was not coming from the skylight & made it clear that they weren’t going to do anything. They harassed me with several text messages and emails. They also threatened me with lawyers & court if I gave them a bad review & I have all the texts & emails. I had to have neck surgery & I am just recovering so communications had to stop until I was feeling better which Skylight Pros was informed of. I will be glad to have *** come out with a third party to inspect the roof & the skylight. My story never changed & the text messages & emails show that. Skylight Pros told me if I put a tarp over the skylight that their warranty would be voided, but Velux’s site says that the leak must be covered to avoid further damage. *** refused to put a tarp on so I had to have a third party put it on. I never said that anyone fixed or touched his work. The only thing that a third party did was put a tarp on the roof over the skylight to prevent further damage & all my replies to Skylight Pros through text messages and emails confirm that. We have scheduled a third party to come out to inspect the roof on Friday at 9 am & we invite *** to be here while they inspect the roof & he’s welcome to bring another party of his choosing to be here & inspect the roof. 

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