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:01/22/2024

  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.

  Company was called to look at a metal roof that was leaking. The representative from the company went on the roof and took a number of pictures. I was told there was extensive hail damage on the roof and that he recommended filing an insurance claim. I asked him to send me an estimate for both a new metal roof and a new asphalt shingle roof. I never received the estimate and no further follow-up occurred. I called back a few weeks later. I left a message for the service manager **** ******* to return my call. The receptionist indicated that I had not signed an insurance form indicating that they could work with the insurance adjuster. I told them I was not going to sign a document authorizing them to do anything until I had an estimate for a new roof and the adjuster hade visited the property. After three days **** never returned my call. I called once again and finally got through to ****. I told him I had filed a claim and needed to have an estimate for a new metal and an asphalt shingle roof. I also asked him if he would agree to meet the adjuster on site to share his finding with them. He agreed that they would do so without signing an agreement for them to do the work. I asked my adjuster to hold off on visiting the property until I could coordinate with Holloway to have a representative present when he inspected the roof. Ten days have gone by and no response from anyone from Holloway. I have received no estimate after waiting for 5 weeks. They have induced me to file an insurance claim and then refused to provide any estimate after multiple requests. They have on several occasions asked me to sign a form authorizing them to work with the insurance company, thereby agreeing to have them install a new roof, without providing one estimate of the cost. I filed an insurance claim based on their advice now they refuse to provide an estimate or return my calls. Not providing an estimate while asking me to sign a contract is not ethical in my opinion.
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  Business Response

  Date: 01/23/2024

  Spoke to **** ******* and we have come to a mutual satisfaction on the above matters. 

  Customer Answer

  Date: 01/23/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:11/11/2023

  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.

  Deceptive&harassing sales tactics.Timeline is long due to nature of the roofing issue,lack of hard rain,and personal delay to save up more funds.First contacted Holloway for a leak that was infiltrating kitchen&bath during bad rain.****** ***** came and quoted both times we contacted them.When he came to access our leak the second time,he admitted to not knowing as much the first time & that he had been wrong about what he sold us.We told him because of a lack of rain we couldn't know it was still leaking until after 6mo warranty expired.We asked them to consider their mistakes and a possible discount on the 2nd repair.No discount given despite their mis-sell & admission of guilt.They followed up via email/text/phone so many times we found the behavior harassing and their actions absurdly unprofessional. *Documents/logs to support this complaint provided upon request*
  
  Original work performed 8/16/21, even though contract signed stated 7/12/21. Extended ridge vent and replace section of rake board. We declined $850 add-on quote to install a water shield at a roof transition.
  Approx. 8 months later, leak returned worse than before.
  1/2023 Re-quote by Holloway. Told by Mr. ***** that the extended ridge vent and the previously proposed water shield were not necessary to stop the leaking, quoted replacing the bad patch and installing a new vent pipe collar.
  3/6/23 we paid ****** ******* $1947.37 to replace the bad patch of roof, as well as replace the Holloway repairs to the rake board and siding that were done incorrectly, repaired around vent pipe, and generally reinforced other weakened spots over entire roof. They also confirmed the roof transition water shield and ridge vent extension were not factors in the cause of the leak.They were timely, professional, performed more than the scope of work agreed to. Now that we have had enough heavy rain events, we are confident their work has resolved all of our roofing needs and their service exceeded our expectations

  

  Business Response

  Date: 11/20/2023

  We've satisfied this complaint and the consumer has sent in additional messages confirming this 

  Customer Answer

  Date: 11/29/2023

  I was contacted by James Holloway, my concerns were handled professionally and courteously. We reached a resolution that exceeded my expectations.Regards,
  
  ****** ***********

• Initial Complaint

  Date:04/22/2023

  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.

  In late January Holloway Roofing installed a new roof on our home in Harisonburg. A part of this was to repair damage from a tree that fell on the roof in November. This damage could be covered by insurance. When I initially discussed the job with Holloway Roofing, I was assured that if I opted for a whole new roof instead of just repairing the damage from the tree, that they would provide an invoice that detailed the costs of repairing the tree damage to the rood. I needed (and still need) this to file an insurance claim.
  
  I have called, texted, emailed, and written the owner about this. Whenever I have spoken to someone, they haver always been very nice on the phone and promised to send an invoice. Then nothing happens.
  
  I am sure in the past they have assisted others with insurance claims. Why did they ignore me? Please help me get a statement that I can use to file my insurance claim. I do not understand why this has been so hard as it will not cost Holloway Roofing anything except to show customer service.

  

  Business Response

  Date: 04/24/2023

  We have reached out to the consumer and resolved the issue. 

  Customer Answer

  Date: 04/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Very rapidly a representative reached out to me and has resolved the issue.This resolution is exactly what I desired and consider this complaint resolved.
  
  Regards,
  
  **** *****