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:05/16/2024

  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.

  On 4-4 and 4-5-24 this company replaced my roof. On 4-15-24 I emailed photos of uneven roof surfaces (low areas) to the exterior specialist for ContractingPro. He responded that he had forwarded my email to their production manager and that person would contact me.No contact occurred and on 4-25-24 I submitted a notification of the company website. ****** called that day and after conversing he said he would meet with his team and call me back by that Friday.Since I was not called back, on 5-8-24 I again messaged via the company website regarding my issues. That day I recieved a call from *********************** and after we conversed he said he would call me back by Friday with a resolution plan. No call occurred until 5-14-24 after I emailed him asking for an update. I recieved an email since his call and he is indicating the company is not responsible.This company does not honor their commitments or warranty.

  Customer Answer

  Date: 05/30/2024

  I am still awaiting feedback for this complaint.

  Thank You

  

  Business Response

  Date: 05/31/2024

  ContractingPRO installed the roof on 4/4/2024 and 4/5/2024. On 4/15/2024 ******************* (homeowner) emailed our exteriors specialist a list of concerns in which that was forwarded to our office and the email did go unseen. Therefore no contact was initiated and homeowner submitted a message through our website on 4/25/2024 in which my production manager did initiate contact and informed homeowner he would look into it and be back in touch that Friday. Unfortunately he did not get back to him Friday and the homeowner sent another message through our website; therefore, I (***********************), owner/GM, stepped in to resolve this issue personally as my team was falling short on handling this matter. On 5/8/2024 I did contact homeowner and explained that the areas of concern more than likely already existed and that our scope of work does not include removing decking to replace roof framing/roof rafters. I tried to explain that a roof is similar to a t-shirt in which a t-shirt fits the body type base on shape/size similar being our shingles lay flat on the existing framing/decking and we only replace roof decking if it's rotten/cracked/not nailable and only replace roof framing if cracked/rotten/deteriorated or if discussed as part of the scope of work. Furthermore, roof rafters/framing has the potential to be uneven whether due to quality of lumber, initial installation, or sagging over time. This explanation was not suitable as the homeowner was convinced that we caused the sunken in areas. Despite my best efforts to justify and explain, I determined the only way to provide peace of mind was to offer getting an opinion from a 3rd party engineer to inspect the framing to determine if any of the work performed caused this issue. The homeowner agreed that he would like to move forward with this route, and informed the homeowner I would embark on finding an engineer and regardless whether I found one or not, I would be in touch on Friday 5/10/2024 to check in. I also specifically informed him that I am a man of my word and when I make a commitment, I stick to it. I immediately began my search and initiated contact with an engineering firm and requested a quote. I failed to contact the homeowner on Friday to provide that update and he emailed me on 5/14/2024 at 4:53 am in which when I woke up, saw the email, and responded at 5:32 am with a response. I took immediate responsibility for my failure to contact him, explained to the homeowner this was out of character, and plead for forgiveness as this matter was very important to me. I called immediately that morning during business hours. Once we connected remained apologetic, informed him I was waiting for a quote for an inspection, and would email him some information. On 5/14/2024 I sent homeowner an email with a website link to an engineering firm that seemed reputable and competent to handle this matter. I also took the liberty including some "BEFORE PHOTOS" that did show that some of the areas of concern did already exist. My intention wasn't to deflect responsibility, rather enforce my previous statements that some of these areas already existed and hope that it would provide some relief that the work we performed didn't cause these issues. I initiated calls/texts that week and we were able to connect on 5/17/2024. I informed the homeowner that the engineer inspection would cost $650 to secure a professional opinion which was a cost we were willing to incur to provide our client peace of mind. I did request clarification from the homeowner to determine one of the following: 1.) Did he want peace of mind knowing that we didn't cause the damage/cause the sunken in areas or 2.) Or if it wasn't caused by us, why didn't we fix it. The answer to this question ultimately determined if this was a discrepancy with installation or the agreed upon scope of work which I felt was imperative to determine before incurring the inspection cost. The homeowner stated he understood and wanted the weekend to think about it. Please note in a previous conversation, I did state that I do not take the viewpoint of being 100% right because when someone does, they are typically wrong, but we are an experienced contractor and were confident in our assessment. However, if the opinion of the engineer did reveal it was our fault, we were willing to fix it. On Monday I received an email that stated the following: "I know that your Company created the issues that I have discussed with you previously, however I no longer want any representatives of your business on my property." therefore declining my offer to get a structural engineer onsite to provide a unbiased opinion and paid his invoice in full. 

  As a business owner, these situations are never enjoyable. If anything, we aim to avoid them at all costs. It is our purpose to provide the Mid-South peace of mind and we have a reputation of doing good business in our community for over 12 years. We admit we failed to provide proper communication during the time period in which the homeowner expressed his concern, which I truly feel that exacerbated the situation resulting in the final outcome. We believe in the quality of the work that we provided and stand behind our workmanship as well as warranty. Situations like these pain us and do affect us and wish we could have come to a better resolution. 

   

  Customer Answer

  Date: 05/31/2024

   
  

  My roof was inspected by the ContractingPro exterior specialist on two separate occasions and there was no mention of any existing issues and further if there were existing issues a reputable roofing contractor would have corrected them and charged for this service. 

  ContractingPro managers/supervisors have made no attempt to personally inspect the finished results and have only viewed the problems by photos. This Company makes no attempt to resolve any issues and only seeks to convince property owners that they are not responsible. 

  I was personally told by *************************** that my contract covered up to two sheets of OSB sheathing replacement and if there were more materials required to repair my roof the company would contact me for authorization before completing repairs. 

  ************** states that my issues were pre-existing and then he states that that were no visible issues. How can it be both ways.

  It is my contention that ContractingPro caused my issues and is not willing to take any corrective actions, they are only willing to try and convince me they aren't responsible. This Company does not exhibit any type of integrity as indicated by failures to respond to customers in a timely manner and failure to correct poor workmanship issues.

   

  Customer Answer

  Date: 06/03/2024

  My roof was inspected by the ContractingPro exterior specialist on two separate occasions and there was no mention of any existing issues and further if there were existing issues a reputable roofing contractor would have corrected them and charged for this service. 

  ContractingPro managers/supervisors have made no attempt to personally inspect the finished results and have only viewed the problems by photos. This Company makes no attempt to resolve any issues and only seeks to convince property owners that they are not responsible. 

  I was personally told by *************************** that my contract covered up to two sheets of OSB sheathing replacement and if there were more materials required to repair my roof the company would contact me for authorization before completing repairs. 

  ************** states that my issues were pre-existing and then he states that that were no visible issues. How can it be both ways.

  It is my contention that ContractingPro caused my issues and is not willing to take any corrective actions, they are only willing to try and convince me they aren't responsible. This Company does not exhibit any type of integrity as indicated by failures to respond to customers in a timely manner and failure to correct poor workmanship issues.

   

   

   

  Customer Answer

  Date: 06/03/2024

   
  

  My roof was inspected by the ContractingPro exterior specialist on two separate occasions and there was no mention of any existing issues and further if there were existing issues a reputable roofing contractor would have corrected them and charged for this service. 

  ContractingPro managers/supervisors have made no attempt to personally inspect the finished results and have only viewed the problems by photos. This Company makes no attempt to resolve any issues and only seeks to convince property owners that they are not responsible. 

  I was personally told by *************************** that my contract covered up to two sheets of OSB sheathing replacement and if there were more materials required to repair my roof the company would contact me for authorization before completing repairs. 

  ************** states that my issues were pre-existing and then he states that that were no visible issues. How can it be both ways.

  It is my contention that ContractingPro caused my issues and is not willing to take any corrective actions, they are only willing to try and convince me they aren't responsible. This Company does not exhibit any type of integrity as indicated by failures to respond to customers in a timely manner and failure to correct poor workmanship issues.

   

  

  Business Response

  Date: 06/11/2024

  We originally inspected this roof due to the homeowner filing a claim for hail damage, and were provided a scope of work to replace the roof with new shingles, underlayments, accessories and flashings. We typically include a few sheets of decking for each homeowner as a courtesy in the situation that any roof decking is rotten or not nailable because we want to ensure the shingle is being fastened to a nailable surface. We did change out at least two sheets of decking of which we have photo documentation. Please note, we are a roofing company that installs roofs, and not framers that build, frame or reframe houses. We only replace rafters in the situation that they are broken, cracked, rotten, or instructed to do so by the client, and if it isn't one of those items, we are not the type of company to unnecessarily change rafter members for additional charges.  
  
  When the homeowner expressed his concerns, we sent our crew leader to inspect the areas of concern in which he went into the attic to inspect the framingwas able to get pictures that did show some rafters that appeared to be bowed and/or offset. These photos, along with our before photos, and the opinion of our installer allowed us to formulate our stance that these areas of concern were pre-existing and not caused by the roof installation. The homeowner's contention is that we caused these issues and claims that we make no attempt to resolve our issues; however, I offered to get a independent structural engineer for a professional opinion, to inspect the framing to determine it's cause and provide peace of mind. This isn't about convincing the homeowner that we are not responsible, rather its intention is to determine the actual cause. I personally feel that our integrity was displayed by making this offer, incurring the cost of inspection and stating that if for any reason our opinion on the matter was wrong, that we would do what is necessary to make it right, but this offer was declined. 
  
  To conclude, it is our opinion that we did not cause these areas of concern, that they were pre-existing, and they aren't structural issues, therefore not needing to be replaced. Regardless, we do recognize that our homeowner is upset and that does affect us. We also admit that we were not very communicative and take responsibility for that. We care very much about what we do, our community, and our work and feel that our reputation for twelves years reflects that. 

• Initial Complaint

  Date:08/09/2022

  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.

  Signed contract with contractingPRO thru bathplanet to do a shower install. The install was completed on 7/2/2022, was told not to use for at least 24hrs. noted the shower was leaking when we started to use the shower three days later. I contracted *************** regarding the shower leaking because I was told not to contact bathplanet seller for any issues or concerns. When I spoke to ******* about the leak, he went on to tell me that the shower door that I was told would be getting measured after they completed this job, was not included in the price of the install. I have called at least 4-5 times to see when someone would be able to come out fix it. ******* is the man that I spoke with each time and he always give me excuses. Initially someone was gonna get back with me in a week., then he said that The installer guy had been out sick for a week. This is very frustrating to hear this shower leaking all the time, not to mention the cost of water use. Today is July 28th, Im still waiting to get this issue resolved. HELP!!

  

  Business Response

  Date: 08/10/2022

  Thank you for bringing your concern to us.

  We take full ownership and responsibility of this situation. Unfortunately we acknowledge that we have fallen short of meeting our high standards, and mission statement of providing peace of mind to every customer. Delays and excuses can be very frustrating to homeowners, which we understand. As a local, family owned company celebrating 10 years in the Mid-south, we want to go above and beyond for every customer.
  

  We take this situation as a learning ****** to improve our operations and service.
  We want you, ******, and the rest of the Mid-south to know that we take full responsibility, and we have no further excuse. 

   We have spoken with, and apologized to ****** and the leak has been rectified.