Complaints

• Initial Complaint

  12/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an incredibly disappointing and frustrating experience with PRQ Exteriors during my roof replacement. I was referred to them through a mutual friend of the owner and initially felt confident in their service. However, from start to finish, their professionalism and communication were severely ********** September 2023, their salesperson, *** ******, inspected my roof and claimed there was extensive hail damage. He assured me that replacing the roof and some gutters would be no problem and that they could get my deductible covered, leaving us with almost no out-of-pocket expenses. Based on this, I filed a claim with *******When the insurance adjuster inspected the property, they found no hail damage to the roof or gutterssomething *** completely missed. Instead, the roof was approved for replacement due to two missing shingles, which the adjuster found, not PRQ.From September to January, communication was abysmal. PRQ was easy to reach when they needed something, but when I had questions, I rarely received answers. In January, they sent an estimate that included my deductible. I reminded them of Bens promise to get it covered, and they decided to file a supplemental claim for damages that didnt even exist.The roof was replaced in February, but PRQ went back and forth with SafeCo, repeatedly increasing the invoice. By July, they sent me another invoice with the deductible included and removed all the fraudulent supplemental claims they had filed. When I reminded them of their promise to cover the deductible, their representative, *****, got extremely defensive, accused me of committing insurance fraud, and even threatened me with a mechanics lien. She also contacted my insurance company to accuse me of attempting fraudactions they had initiated in the first place.

  

  Business response

  01/15/2025

  We are writing in response to this complaint regarding our customer's roofing project with **********************. We take such allegations seriously and would like to firmly state that PRQ Exteriors has never, and will never, commit or condone insurance fraud under any circumstances.

  The claim that our representative promised to cover the customers deductible is unequivocally false. Our sales team undergoes rigorous training to ensure that they communicate to every customer the requirement to pay their deductible as per insurance regulations. In this particular case, the customer sat down with one of our Account Managers, *****, and during this meeting, she clearly explained to the customer that the deductible of $2,500 was the customers responsibility. This explanation was recorded in a video, providing irrefutable evidence that the customer was made fully aware of their out-of-pocket obligations. While we were not able to get additional expenses approved to decrease the deductible, we successfully worked hard to get the customers roof approved by their insurance company. This effort has saved the customer a significant amount of money, as they are only responsible for a $2,500 deductible on a $17,000 roof. This demonstrates our commitment to advocating for our customers and ensuring they receive the full value of their insurance claims.

  The customers allegations are entirely fabricated, and we believe this complaint is an attempt to coerce our company into an unethical arrangement. We stand by our unwavering ethical standards and will defend our reputation against any false claims. PRQ Exteriors maintains a zero-tolerance policy for fraudulent activities and upholds the highest level of professionalism and integrity in all our business dealings, including those with insurance companies and regulatory bodies such as the BBB.

  We request that this matter be resolved with the understanding that the complaint is without merit. Should further evidence or clarification be required, we are fully prepared to provide all necessary documentation and recordings to support our case. Thank you for your time and attention to this matter.

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am filing a formal complaint against PRQ Exteriors for damage caused during a roof claim assessment requested during the week of 7/22/24. The company sent an adjustor named ******* to my home around 9 AM on 7/26. Later that day, **** *********, a PRQ representative, arranged a Zoom call to discuss the claim at 2pm.The next day, I discovered vandalism in my home. ******* had used hot pink and teal markers on my downspouts, doors (coils), windows (coils), exhaust vent, and fascia. I immediately contacted PRQ Exteriors, and **** sent ******* back to clean the markings. However, she was unable to restore my home to its original state and claimed the markings would "wash off over time."During our interaction, I asked ******* why she marked my siding during a roof assessment. She mentioned she wasnt feeling well and was unsure of her actions. When I contacted **** for further guidance, she suggested they could address the damage if I used their services for my roof work. I declined, expressing my discomfort with their handling of the situation. Since then, despite several follow-up emails, I have not received a response from **** for over a week.I obtained an estimate for the damage, totaling approximately $5,065 for labor and materials. Additionally, I am requesting $2,000 for any potential issues that may arise during repairs. The siding was replaced just 10 months ago, and I do not want it painted or pressure washed, as this could damage the finish and expose the soft metal underneath.I also requested a Certificate of Insurance (COI) from PRQ Exteriors, but they have not provided it or addressed my concerns. I am seeking compensation from PRQ Exteriors or their insurance for the damage caused.Enclosed are pictures of the damage, an estimate, videos of the employee responsible, and copies of our communication.I appreciate your assistance in resolving this issue.

  

  Business response

  08/27/2024

  We were hired by the insurance company to be the insurance adjuster and inspect the exterior of the property because the customer filed am insurance claim. We were hired to identify hail damage and we were showing the damage with the chalk. We marked where the hail damage was, and this is how insurance companies require us to send in to them. This is the insurance company process that we have followed. This is a process that not only we follow, but every insurance adjuster in the industry. We have followed the exact process and chalked the hail damage.

  
  We have been offering to the homeowner to pay for any piece that is not being covered by the insurance company. We have asked the homeowner for the approved quote from insurance that we completed the adjustment for to see what windows, doors, siding, etc insurance paid for so we know the true cost of the damage. Every item that was marked with chalk has hail damage and should be covered by insurance. We have been willing to pay for the damages that did not have hail damage and were chalked. We have not received this quote after weeks of asking, which has led us to believe all pieces with the markings are approved by insurance and are covered. 

  
  We have been trying to fix this and the homeowner is not cooperating with us. 

  
  

  Customer response

  08/27/2024

   
  Complaint: 22123262
  
  I am rejecting this response because:

  I have been communicating with the company in good faith and provided everything to them that was asked of me. Two weeks passed with me requesting for follow up with **** it wasn't until the BBB complaint was filed that I got a response from her. Regarding the chalk, I had three other companies come over to give me an estimate, ******************, Brick house exteriors and American Contracting NONE of them used chalk. State farm told me that I was responsible for getting my own quotes and that they don't communicate with the company directly until they are performing the work.  I sent over the Statefarm claim to ******* ***** on 07/25 and then the quote from Handyman connect for the damages by request to **** on 08/09/2024. I also advised that Statefarm mentioned that the only coil on the claim was around the window above the door and even included a picture for reference on 08/14/2024. I have attached ALL communication between **** and myself. I had to ************ because the communication has been sparse on their side and was advised to file a vandalism claim with them because I provided all the information to them. I also filed a complaint with the attorney general because of the lack of communication. I am doing all these things in good faith and to be told I am not cooperating shows that the company is truly unethical. I have attached all communication and screen shots for reference. I have been diligent and honest in this entire transaction. 
  
  Sincerely,
  
  **** *******

  

  Business response

  09/24/2024

  We were hired by the insurance company to be the insurance adjuster and inspect the exterior of the property because the customer filed an insurance claim. We were hired to identify hail damage and we were showing the damage with the chalk. We marked where the hail damage was, and this is how insurance companies require us to send in to them. This is the insurance company process that we have followed. This is a process that not only we follow, but every insurance adjuster in the industry. We have followed the exact process and chalked the hail damage.

  We are working to find professional cleaners who can come remove the chalk without pressure washing as this is the homeowner's request to not pressure wash. Once the cleaners are able to attempt removal we will be able to see what items are still damaged and are not being covered/replaced through insurance so we can pay this amount to the homeowner. We have been clear in communicating that we will be paying for what insurance is not covering.

  We are actively working to resolve this issue so that the chalk is removed from the home and damages have been paid. We should have a full resolution very soon!

• Initial Complaint

  04/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The problem with PRQ Exteriors is the consistence solicitation. They have come to my house more than 4 times within the past 2 weeks. I had verbally told them no on the phone after the first visit and yet, they continue to come to my house. This has happened with numerous neighbors and we have a no soliciting sign in the front of our neighborhood. The police have been called to address the matter because the company will wait outside our homes, sitting in their vehicles, for upwards of 2 hours.

  

  Business response

  04/28/2023

  We are very sorry that that this individual is unhappy with our company. The accusation is mostly false or exaggerated. We are replacing many of roofs in this individual's neighborhood including roofs directly adjacent to their home. We have stopped by once to introduce ourselves for two reasons - 1. To let them know that they can contact us for any debris that makes its way into their yard or any other issues that *** arise while we are re-roofing their neighbors; and 2. To offer a free inspection because there is a good chance this individual incurred damage from last summer's hail storm just like her neighbors. When this individual told us to never come back to her home, we listened to her and never came back. It only took us knocking on her door one time for the aforementioned reasons for this person to call the police on our representative. The police arrived shortly after and confronted our representative. They realized that we are in the neighborhood because we are replacing many of the neighbors' roofs and that we had zero bad intentions with this person. The police apologized to our representative for the uncomfortable interaction and thanked him for his cooperation. The reason our vehicles are around for hours on end is because we have various employees attending insurance adjustments, meeting with homeowners to discuss their scopes of work, and managing re-roof projects.  

*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. ↩