Complaints

• Initial Complaint

  05/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Has solicited my house multiple times claiming to be with *********** claiming they can "save me a s*** ton of money" and disturbed the peace of my tenants on multiple occasions. They didn't have any paper marketing the first time and the second time they left a flyer. Their website is obscure and it is unclear if they're a real business at all.

  

  Business response

  05/05/2023

  I am sorry your day was interrupted by our workers. I can assure you they were not representing themselves as employees of Xcel. That is a termination offense. In ******** about 87% of statewide solar sales are generated door to door sales, direct mail and consumer events. If you had a "no soliciting" sign on your door, nobody from Valor would have knocked. We are very conscious of resident wishes. Clearly violating those wishes would not produce a positive sales interaction from the homeowner and a waste of their time.  

  If you will contract Valor directly I will provide a $50 gift card to compensate you for the interruption. 

  Again, I apologize for any inconvenience. 

  *****************

  Finance Manager

  ************

   

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In a nut shell-We had our roof replaced in September 2021. We had issues with the original installation and subsequent different issues, as a result of the installation. From the day of the original installation, we let be known of the initial problems and have called, texted, and emailed, but kept getting passed around to multiple people within Valor. It was not until we threatened to report them to the BBB this past fall did we get a phone call from ******* at Valor promising a resolution. After quite some time and more calls, texts, and emails did we receive an email from ********************* with their resolution which was not satisfactory, we responded in January 2023 and have not heard back from anyone. The biggest matter of contention is the siding damaged by the roofers around the windows. Because the siding we have is not replaceable in pieces, the entire house has to be redone. There is a small portion (approx 3%) on the back side of the house that would not be their responsibility. They have agreed to replace the hot tub cover and the air conditioning cover, albeit not at the correct price. They have not acknowledged the issue with the screens in the sunroom nor the damage caused by a water leak due to the installers not installing a specific area correctly.

  

  Business response

  03/27/2023

  The Valor team is very sad that you did not have a five-star experience with our roofing division. We work very hard to maintain a stellar reputation by taking care of our clients. We are sure you can agree that no one is perfect. Eventually everyone has a bad day. We failed to perform at our best the day we installed your new roof and we acknowledged it. 
  In fact, we bent over backwards to try and remedy each complaint you had.
  Every time you had a complaint about the roof, we came back out and made any necessary repairs free of charge, because that is what you would expect of a five-star roofing company.
  
  You said we damaged your hot tub coverage? We didnt argue and offered to replace it up to $1,000.  You said we damaged the metal grate around your new AC unit? We didnt argue and offered to replace it up to $1,000. You complained about some asphalt stains on your siding? We offered to repaint your ENTIRE house, trim, windows, doors, and garage at a cost of nearly $9,000. (You never mentioned anything about screens. If we damaged them, wed take care of them too.)
  
  
  But when it came time to order your new hot tub cover, you didnt want the new cover. You just wanted the cash. All this time you still havent paid your bill to Valor. On a $31,500 job you still owe over $16,000.  
  At the end of the day, we STILL WANT to take care of you and would like to find an equitable solution for all parties involved.
  
  

  Customer response

  04/02/2023

   
  Complaint: 19528071
  
  I am rejecting this response because:

   

  We reject the response from Valor as reference by our initial responses to each individual item on the email dated 12/7/23. Please see the answers at the end of each statement. Our responses are highlighted in the 2nd email sent by *****. All the emails are attached referencing all the damage since the installation in 9/2021. There were several texts and voice mail/conversations as well.  As stated in the responses,painting the entire house is not satisfactory as it takes a maintenance free home to a continuously maintenance necessary home. ************************* came out and looked at all the damaged to the hot tub, AC unit, siding and trim caused by the installers. 
  Also, the damage to the area surrounding the fireplace is a direct result of the poor original installation which was acknowledge by the fact a repair man came out, stated as much and then repaired the area. The damage caused by the leak has yet to be acknowledged nor addressed.
  
  We have received quote to replace the siding and trim north of $35,000 but acknowledged and accept our portion of damage. We believe $25,000 from Valor is an appropriate amount resolve this situation.
  
  
  

  
  Sincerely,
  
  *******************

  

  Business response

  04/17/2023

  We agree to a settlement. We will review the details of your file and will email you directly with the details of our settlement offer.  It will be in the ballpark you suggest.  Look for it shortly.

  Customer response

  04/24/2023

   
  Complaint: 19528071
  
  I am rejecting this response because the offer does not include the deduction of the other damaged items that have already been agreed upon nor does it address the skylight screen or the damage to the fireplace from the leak. The ****** is the amount for the siding only.  Below is the breakdown excluding compensation for the screens and damage which is still outstanding.

  
  
      ********* Roofing invoice
       (********) Public Adjuster
    (*********) Payment
      *********  invoice Total
  
  Deductions
        ******** A/C unit
        ******** Hot tub cover
      ******.00 siding
  
   $ ********* Payment due:
  excluding inside damage and skylight screens which still needs to be resolved

  
  
  Sincerely,
  
  *******************

  

  Business response

  05/05/2023

  Additional correspondence between ************** and Valor has revealed additional items that ************** would like accounted for. We have raised our settlement offer to resolve this matter. Please check your email for details.

   

  Customer response

  05/15/2023

   
  Complaint: 19528071
  

  I am rejecting this response because:

  We did receive a letter from Valor via email and I have attached this letter to this response.

  However, the total amount due to us is still incorrect and the letter stated they did not have any documentations regarding the public adjuster deduction. 

  I have attached a screenshot of the email (Dated August 18,2022) showing the discussion of the public adjuster fee deduction and a summary of the amount due to ** in the amount of $12,785.11.  

  
  Sincerely,
  
  *******************

  

  Business response

  06/01/2023

  "We agree to ****************** proposed settlement amount. An email has been sent to the client with the specific details for final payment."

  Customer response

  06/08/2023

   
  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. We received the final settlement agreement on 6/5/2023 and have reviewed the document. It will be signed and emailed back to ********************* at Valor tomorrow 6/9/23
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased solar panels in March 2022 from Valor and the customer service, quality of work, and business practices have been really poor all the way around. I paid Valor ****** dollars which was supposed to include the solar panels and 1 year roof maintenance package which was supposed to include a digital report alongside a gutter cleaning. In May, they sent someone to inspect the roof and clean the gutters. In July, my gutters began overflowing during a rainstorm, so I got out the ladder and had to finish the job that a professional roofing company couldn't do. Last week, they sent another roofer to finish the gutter cleaning job, still no digital report. The Valor salesperson disappeared after the initial appointment. The solar installation was poorly communicated every step of the way. There was a lot of confusion around scheduling the installation, so they left my solar panels in my yard over the weekend. Finally, I also wanted to get an attic fan installed along with gutters alongside the garage. I told the first Valor roofer about this, but never heard back. After writing a ****** Review about my experience, I get a call from Valor customer service who offered to pay for the gutters if I remove my ****** Review. I told them that they haven't exactly provided great or even good or mediocre service at this point, so why would I update it at this time? I would update it after they remedy the poor service I have been receiving so far, but I feel uneasy working with a company who is attempting to coerce me. There is a 25 year warranty that Valor has included, but if it takes two visits to clean gutters, how can I put faith in them that they are capable of doing a good job with any serious repairs? The review coercion is also very deceptive because I reviewed ****** reviews before making a purchase and it seems like customers are being coerced for a discount.I purchased a product based upon reviews created by customers that were coerced.

  

  Business response

  08/10/2022

  TO: Better Business Bureau

   

  RE: complaint ID ********

   

  Customer info:

  ***********************

  1210 *********

  ******, ** 80010

   

  Company info:

  Valor Roof and Solar Inc.

  12344 **************, ********, ** 80228

  suite 200

  ************

   

   

   

  We are very sorry that *********************** feels like he had a poor experience with Valor Roof and Solar *** regarding his solar system and complimentary roof maintenance and gutter cleaning. In reality his solar system was installed quite quickly. His system activation was performed in the normal time frame.
  
  Time frames for solar installations and activations can vary GREATLY depending on the city and county the property is located and which utility company is servicing that property.

   

  Normal solar panel installation timeframes in ********, for Valor Roof and Solar ***, are 60 to 90 days. We aim for 60 and we are definitely getting faster. Our goal is to be one of the fastest solar installation companies in the state. Were definitely making great improvements. Mr. ******** system was installed right around the 60-day ****.
  
  Solar activation timeframes are the hardest to pin down because a lot of it depends on the utility company and the municipality and how they process permitting and final inspections with permission to turn on  (PTO). This can range from 90 days to 180 days from start to finish.  Most of them are in the ******* day window. Mr. ******** system activation took 137 days, which is completely normal for his area.

   

  Regarding panels being placed on his property over a weekend prior to installation, we fail to see how this is a complaint. Our installation teams are constantly juggling material delivery with installation team timeframes. We certainly apologize if this somehow inconvenienced ****************** during his weekend.

   

  Mr. ******** biggest complaint seems to be regarding our complimentary roof maintenance package. This is a service that Valor provides for free to all of our solar clients. This includes a roof inspection, if needed, we apply clear sealant around the pipe boots and roof penetrations, and we clean out the gutters. All of this is a courtesy to our brand new solar client.
  
  ****************** seems to be missing a digital roof report and he is upset that during a recent rainstorm his gutters started overflowing. That is frustrating - to have your gutter overflowing - after recently having them cleaned out. We completely agree with ****************** that should not have happened.

   

  Instead of calling our office to complain or ask for assistance to remedy the situation he chose to post a one-star review on ******* We noticed and our customer service team immediately reached out to find out what the problem was and how could we fix it for him? How could we make him happy? 

   

  Valor had both a customer service rep and one of the owners of the company immediately reach out to try and both solve the issue and see what we could do to make ****************** happy. Our client satisfaction is our number one priority. Our goal really is to make raving fans thats why we care so much about our reviews.

   

  Valor offered to resend one of our repair techs to solve the gutter overflow issue - which we did do - send a rep back out to clean out the gutters and downspouts. Plus, because we felt bad about his experience, we offered to purchase and install new gutters for this portion of his property if he would take down his one-star review.
  
  We passionately disagree with Mr. ******** use of the word coercion in his complaint. We are not forcing or threatening anyone regarding their ****** reviews. Valor did offer to go above and beyond to satisfy ****************** if he would kindly remove his negative review. 

   

  Regarding the warranty, ****************** has nothing to fear if he purchased the 25-year extended warranty for his solar system. It covers all workmanship and labor costs in addition to all mechanical and electrical failures for 25 years. There is zero deductible. He is completely covered. 

  
  Regarding his request for an attic fan. Valor is not in the attic-fan business. We sincerely apologize if he spoke to a company representative and they suggested that we were. Im sure the response he probably received from a Valor employee was let me check into it and get back to you.  Unfortunately, the Valor employee ****************** was working with is no longer working for the company. You can imagine that this question may not have been passed along to the company to get back to ******************. 

   

  In summary, ****************** feels unhappy with the service provided by Valor for one of our free services we provide to our solar clients. Once we were aware of the issue we took immediate action to remedy the situation and make it right for our client, which is always our number one priority. 

   

  We passionately disagree with the word coercion in any fashion. If we could go above and beyond his expectations in our attempt to make it right, it seemed like a simple request to remove his review. Anyone who has been in business long enough has encountered the rare client that you just can not satisfy no matter what you do for them. This feels like one of those situations. 

   

   

  --

   

  *********************

   

  ************ m  /  303-770-ROOF 

  Co-Founder, Co-CEO

  www.ValorRoofandSolar.com

  *****************************************

   

  

*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. ↩