Complaints

• Initial Complaint

  01/19/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We used Premier to replace our roof after storm and hail damage. Since the replacement we have had to have the company come and fix damages to the inside of our home because of poor workmanship and missing necessary parts on the roof work. They have worked on a couple of places more than once. We have had five separate areas of our home affected by leaking damaging the interior walls, paint and ceiling. In the last two weeks I have left multiple messages for the company up to the General Manager. I have yet to receive a return phone call or a fix that is sufficient.

  

  Business response

  01/27/2025

  We are actively working with the customer to resolve her issues. 

  Notes from the branch:

  From speaking with her yesterday we have been out there for a few leaks in the past and everything was fixed and handled in a timely manner.
  I explained to her we apologize for the inconvenience, but we will always continue to help her out when/if warranty issues arise. 
  Also, I told her we would either paint her ceiling now or wait for her to scrap her ceilings and then we would paint afterwards. 
  
  I am now waiting back to hear how she wants to proceed with the paint. 
  Again, we have already spoken with her and have her on the schedule for 1/28 to fix the flashing around the skylight leaks.

  Customer response

  02/02/2025

   
  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

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The issue is with Premier Roofing. They made two trips out to my home in *****, ******** and I decided to go with a different roofing company. When I told *** ****** that I was going with a different roofing company. He informed me that I owed him $150. I do not believe that I should owe him any money at all. He never made me aware of any fees prior to any trips coming out to look at the roof, the first trip was supposed to be a free estimate, now he wants to charge me for the first and second trip $75 each. Because I went with a different roofing company there is no written agreement with premier Roofing or myself. There is no oral agreement with myself or Premier Roofing. He called and text me and I felt pressured into somewhat having to pay him $150 and I feel like it is a scam and so this is why Im following a complaint with a Better Business Bureau for unfair and deceptive practice that his company is dealing with when it comes to consumers. Im asking that the $150 fee be waived and that the practice that this company is engaged in with cease and no longer be practiced with any other employees in the future , thank you

  

  Business response

  09/10/2024

  I'm sorry that this happened to you; we do not have any sales **** by the name of *** ****** and it is not a part of our practice to charge for trips to the property.  

  

  Business response

  12/23/2024

  Thank you for reaching out to us. We apologize for any issues you have experienced. It is not Premier Roofing Company's practice to collect payment for services before filing a claim. Our free inspections are truly free. Please disregard payment requests. Thank you!

• Initial Complaint

  12/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was told by the person who signed me up for a new roof, that if I had any neighbors who needed a new roof & if they purchased a roof that I would get a $250.00 gift card, my neighbor purchased a new roof. After several weeks I received one but it would'nt activate,I tried several ***** ****** but no reply just a run around,also the sales person who signed me up & his is no longer with the company.

  

  Business response

  12/13/2024

  Thank you for reaching out to us. We regret to hear that you are experiencing difficulties with your referral rewards gift card, and we are pleased to assist you. Kindly provide the card number, expiration date, and CVV code, and we will investigate this matter further on your behalf.

  Customer response

  12/18/2024

   
  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

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am on the ********* of Sunridge Patio Homes. We have private roads and property. There are no soliciting signs all over the property and on many doors. For the past 2 days, workers from Premier have been knocking on doors all over the neighborhood wanting to book appointments. This is the very definition of soliciting and needs to stop, My door has a no soliciting sign on it and they still knocked several times until I finally opened it and advised them to leave. They then started telling me that they weren't soliciting. This has to stop.

  

  Business response

  11/13/2024

  Hello,

  We apologize for any inconvenience our Field Representatives might have caused. Our team visits neighborhoods impacted by inclement weather to offer free roof inspections. Thank you for bringing this to our attention.

  Best Regards,

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Roof replaced August 22. Spring 23 i heard water drips during a rain storm but was unable to locate the area it came from, my friend said I was imagining things. Spring 24 i had water pouring into my upstairs hallway and bedroom. So, through much research, etc, I was able to figure out that Premier had not replaced the chimney flashing that my Insurer had paid them to do. Premier offered to give me the 500.some dollars for the piece of flashing. ****** at the ********* offered to send out someone she had found to "fix" the flashing, I refused and asked for their insurance company info and after several e-mails, and threats of legal action she emailed me the info. Only to find it wasn't the current info. Again, through my digging i found the correct info. finally.... they sent an appraiser and offered a settlement. in the mean-time I had a local contractor come and fixed the chimney and I sent the receipt to Premier asking for reimbursement. Fully knowing that $500. dollars would not cover labor, etc. etc. and that I refused anyone that Premier would "trust" to get back on my roof. Sooo...now after 4 phone calls to the main office and 3 emails again ****** again offered to send me a check for the $500, I refused again telling her she knows that would not cover the repair of the said area. So, lets back up to August 22, as I walked and inspected the roof I could see that the roof vents had not been centered with my chimney front and back. and there had been no vents placed on the back porch where there should be 2. This has been an exhausting process and Im done talking and that is why I'am filing this complaint. I want other people to be aware of not only poor workmanship, but poor follow-up to an obvious problem. Is that Insurance fraud? they took the Insurance money for work they did not do?

  

  Business response

  11/13/2024

  We are more than happy to work with the homeowner in helping to solve this issue and have expressed this directly in our communication.  Unfortunately, the portion of the roof that is in need of repair was not a part of the initial insurance claim and therefore was not built into our scope of work on the day of construction.  Due to an internal billing oversight the carrier was charged for the chimney repair but we have informed the homeowner that we will return these funds in order for them to use the proceeds for the repair.   We are open to dialogue to further understand how we can help but a full refund of the project is not warranted as the portion of the roof that we were contracted to restore has not been an issue.
  
  

  Customer response

  11/13/2024

   
  Complaint: 22510845
  
  I am rejecting this response because:, apparently ****** at Premier does not have the correct paperwork. My Insurer included the work around the chimney in the original claim. Which Premier was paid for, only they failed to tell me they didn't complete the job. Thus a raining river into one of my upstairs bedrooms.  I had the chimney work completed by a local company and Premier has a copy of that invoice. All Premier has offered is to reimburse me for material to make that repair, nothing for labor, etc.
  
  Sincerely,
  
  ***** *******

  

  Business response

  11/27/2024

  After a thorough review, we have determined that the removal and capping of the chimney exceeds the scope of work insurance would've had us complete under the insurance policy. However, as a gesture of goodwill, we are willing to meet halfway and offer a payment of $2,275.00 to cover the invoice from the third party contractor.

  Customer response

  11/28/2024

   
  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

  10/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to urgently address the inaccuracies on my credit report due to the unauthorized sharing of my personal information with credit bureaus, which has caused me substantial financial and emotional distress.Under 15 USC 1681 Section 602, I have the right to privacy regarding my financial information and expect it to be treated with confidentiality.Additionally, per 15 USC 1681 Section 604(a)(2), a consumer reporting agency cannot share account details without my written consent, which I have not provided.The errors linked to PREMIER CO have adversely affected my financial status, and I request immediate correction.Please also note 15 USC 1666(b), which prevents creditors from marking credit card payments as late under certain conditions.Below are my account details for your reference: Account Number: **********I urge a prompt review of my account and the correction of these inaccuracies in accordance with federal law.If not addressed immediately, this issue may lead to legal action. I expect your swift response to resolve this matter.Sincerely,*********** ********

  

  Business response

  10/24/2024

  I don't believe we are the Premier ** that is tied to your credit report; we do not have you as a current or former customer in our records. Thank you.

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 17 2024 our roof was ***laced due to hail. The roofers had 3 large sheets of plywood to cover areas around the house. They placed 2 sheets of plywood on garage door and the other one on one of the sliding glass doors off our patio.. ( which we have 3 sliding glass doors). Nothing was protecting our custom Pella slider off the living room. The one in the picture. The one picture is what it looked like before roofers came and after hail storm. No hail damage to the Pella door or glass.Roofers came back the next day after the job, and apologized. Our insurance told us that Premier Roofing was saying it was hail damage and was submitting a claim to our insurance of ********* for a new patio door. ( well the adjuster never put that in his ***ort because it wasnt so). Premier *** came out and concurred that there was no hail damage, but then said to me,wouldnt it be nice to have a brand new door. But then also agreed that there was no hail damage. Pella said they would have to ***lace the working part of slider. ********. We sent a check to *****. We asked Premier Roofing for a check. They said no. They will take it out of the bill. No invoice has been sent. If this isnt enough they rehung our gutters all wrong . The pitch is going the opposite direction from the down spout. Also have pictures of that. There are emails about these issues. But still nothing has been corrected or ***aired. The *** came out to check out the gutter problem. Tried to talk us into getting new gutters. Totally dismissed the rehung problem.

  

  Business response

  09/30/2024

  We will continue to work with the homeowner to resolve the issue

  Customer response

  10/09/2024

  We had the gutters fixed. Not by Premier Roofing.
  
  A representative from premier roofing called and left a voicemail apologizing for not fixing their mistakes.
  So now they want to make it right. Well after numerous emails and texts they never made it happen. So we took care of it.
  
  We got an invoice a few days ago but it is not itemized. So we dont know if they took money out for damage done to the door that we paid ******* to Pella.
  

  
  

  

  Business response

  10/15/2024

  We have reached out to the homeowner to resolve the issue.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called premier roofing to have a roof vent sealed that hadn't been sealed after roof was installed which caused a leak inside. They sent a guy named khiki out, which was an hour and a half late. He had his little boy with him which I couldn't believe my eyes, took him up on the roof with him !! Maybe 10 years old. After starting he needed to borrow my utility knife because roofing workers don't have their own,? When he finally finished he's started saying how the shingles around it were torn, which is bull and tried saying my roof was wall messed up to upsell me a new one, stating his personal self and own guys other than premier will do it for allot less. ********************************************** check were preferred and he said no, either cash or venmo! Red flag!! Next rain and guess what. Leaking even worse. I called someone I knew that actually knows what their doing and they fixed the last attempt to fix it and hasn't leaked a drop. I tried to talk to this khiki and he has absolutely no customer service skills, a big mouth and very immature. I told him the situation and id like my *************************************************************** every excuse, all the I said and she said c*** I could handle I eventually emailed the new CEO of premier and he apologized and says that's not the premier way and he'll investigate and get back to me no later than 48 hours. Almost a month passed and still nothing, with myself emailing a few times more in case he forgot, still nothing to this day, simply ignoring me and my concerns like I'm nothing. Pretty sure that is the premier way. That place is a joke and they owe me 300

  

  Business response

  09/02/2024

  We are working with the homeowner to resolve the issue.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May of 2024 a sales representative from Premier Roofing *************) solicited my Mom to inspect her roof for hail damage. Sales representative then collected the ******* deductible and said that Premier Roofing would work with the insurance company to get the full roof covered. Its now almost August the roof has not been done and Premier Roofing still has the ******* as they did cash the check my mom gave them. I have been told by a Supervisor with premier roofing ***************** that an estimate would be done ASAP so that the roof could get started and have heard nothing back. At this point I really dont think this company is real and that this was a Con . Please help me to get my Moms ******* back so that she can find a real roofing company to replace her roof. Thank you.

  

  Business response

  08/13/2024

  We are working with the homeowner to resolve the issue.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Premier left well over 100 nails scattered throughout my yard, on my trampoline, and patio. I have 3 small children and this is completely unacceptable. They also broke my pool storage container attempting to move it when there was absolutely no need to move it as it is under a pergola and that area of the patio cannot provide access to the roof. While outside checking out the new roof, a large piece of sheet metal from the old roof that wasnt cleaned up blew off my roof and landed only a few feet from me. Premier also removed my satellite (as instructed to), but left the cable snipped and hanging from my house and into my yard. I spent hours of my time cleaning up after them to make sure my yard is safe again for my children. They have very poor communication and are very difficult to get ahold of. Once I finally got ahold of someone, I explained to them the issues I was having. After they tried placing blame on myself, arguing every issue I had, and say finding a few nails is normal, I had to keep reiterating that I had found well over 100 nails. They agreed this is unacceptable. They sent someone back out to scan my yard and collect more nails. Even after this, I am still finding nails by the handful as if they didnt even actually try to clean. My issues were escalated to a general manager who had me send him my photos I have collected. He stressed to me not to worry, they will get every nail and compensate me for my time and broken property. They never came back. They sent me the bill for the full amount with no compensation. Months have gone by at this point. I finally got ahold of my rep and explained to him what the gm had said about compensating me. After another week or two of me trying to contact him because I havent heard back, he came back with we can knock off $120 for your troubles. This comes out to about a 1.1% discount and doesnt even cover the broken storage container, let alone the 5+ hours I spent cleaning up after them.

  

  Business response

  07/24/2024

  We are working with the homeowner to resolve the issue.

  Customer response

  07/24/2024

   
  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,
  
  *******************************

*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. ↩