Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Janney Roofing allegedly conducted a follow-up inspection of my roof for insurance purposes following Hurricane ******. The report they filed is replete with inaccuracies and false statements. Among them, they stated that I had no damage. I can provide photographs of the damage. They make other statements in the report that indicate they either were at the wrong property or did not show up at all. Their false statements have effected my future eligibility for insurance. I would like for them to perform an accurate inspection (with me present) along with filing a revised report with the insurance company.

  

  Business response

  12/27/2024

  Janney Roofing looked further into this and determined that there was a miscommunication between the insurance carrier, Janney Roofing, and an independent adjuster that placed the Homeowner in an unfavorable and inaccurate position regarding his insurance claim.  Apparently, the incorrect statements in the initial report were made by an independent adjuster and placed in the report under the roofing section. 
  Within 72 hours, Janney Roofing performed a roof inspection and provided a report to Insurance carrier, contacted the insurance carrier, asked for the original report to be corrected, and the homeowner to be contacted with the corrected report.
  Janney Roofing has spoken with the homeowner and under the impression the homeowner is satisfied with our actions and response.  We apologize for any inconvenience this miscommunication has caused the homeowner.

  Customer response

  12/27/2024

   
  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

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roof was replaced in 2020 by previous owners. I purchased this home in late 2021, within months of purchasing the home I noticed water stains in the roof but assumed they were old because I knew the roof was replaced just a year prior. By October of 2023 it became evident that water was coming in, I contacted the company and they sent someone out who confirmed that it was a bad installation specifically in the valleys.They said they fixed the problem but water continued to come in further damaging my ceiling in the garage, not just my son's room. management team agreed to get a full inspection done which the report identified more areas of concern with water coming in and bad installs. That report and pictures were sent to *** the manager, in which now he states they fixed the faulty install out of courtesy and the warranty does not transfer to a new owner. This is incorrect I have the original contract from the previous owner which states 5 years. I have the original contract which does say it's transferrable and has a 5 yr workmanship warranty. I sent the CEO/owner a message through social media, to try to find a resolution. They sent someone back out in April and one again found leaks. They are now saying that the inspection finds that they paid for is not their problem, my current leaks are not their problem and they will not honor the 5 yr workmanship warranty. I have the full report of the inspection of my roof that recommends a full reroof because of the multiple areas of concern.

  

  Business response

  05/24/2024

  To whom it may concern at BBB,
  
  Thank you for bringing this complaint to the attention of Janney Roofing.  We take great pride in our customer satisfaction and would like to offer a response to the Complaint of Ms. ************************************** was detailed in Ms. ****** complaint, Janney Roofing was hired by *************** to perform a roof replacement for *********************************************************** on or about January 14, 2020 for $11,500.00. 
  
  ************** states that she purchased the home in late 2021 (two years after work was performed for Mr. ***** To this end she further states that she noticed water staining within a few months of ownership.  Notably, ************** does not indicate whether the water stains were present at the time of purchase or if they were a result of an active leak.  It is understood that ************** had the property inspected prior to her purchase and she entered into an As Is purchase contract with Mr. **** Despite this apparent concern in 2021, ************** did not attempt to contact Janney Roofing until October 2023 (nearly 4 years after the roofing work was performed for the prior owner) and attempted to make a warranty claim. 
  
  A representative from Janney Roofing reviewed the original contract and advised ************** that she was not the customer that purchased the roof and as such no warranty is afforded/transferred to a subsequent owner.  Despite the lack of warranty and to demonstrate Janney Roofings commitment to quality, Janney offered to perform an inspection to evaluate the cause of the alleged leak, if any.  Following the inspection, Janney did identify some minor repairs that needed to be performed.
  
  (Note: Janney Roofing did not identify the cause of the damage but is aware of several storms that have hit the residence in the preceding 4 years.) 
  
  Janney Roofing ultimately offered to and did in fact make repairs to the roof at no cost to **************, despite there being no warranty in effect.  Following this repair, **************, alleged that she had additional leaks and insisted that Janney Roofing honor the warranty given to Mr. ****  Janney Roofing again performed an inspection of the roof and offered to make additional repairs.  These repairs were still not covered under a warranty and Janney Roofing was seeking no payment for the work.  ************** declined the repairs and instead demanded that Janney pay her $15,000.00 to purchase a new roof from another company.  Janney Roofing attempted to engage ************** in meaningful discussions about her demand explaining that no warranty was transferred to her when she bought the home and further even if a warranty were to apply, Janney Roofing would have performed the recommended repairs not purchase a new roof from another company. 
  
  ************** was not satisfied with the proposed resolution from Janney Roofing and instead threatened to make numerous complaints, including with the BBB and post negative reviews on social media, if her $15,000.00 demand was not met.  Janney Roofing thereafter engaged in additional dialogue with ************** attempting to reach an amicable resolution, however no agreement was achieved.  
  
  Janney Roofing has now been forced to address these allegations in a public forum and adamantly denies any false statements asserted by **************.  Janney Roofing can demonstrate, and ************** has even admitted that she was Not a Customer of **********************.  ********************** can demonstrate that the contract and warranty afforded its ********* Mr. *** is non-transferrable.  Despite the multiple attempts by Janney to offer a resolution to ************** at no cost, ************** has rebuffed these offers and instead demanded that she be paid $15,000.00 to avoid the negative press she intends to publish.  Janney Roofing affirmatively states that it does not owe any contractual or warranty duty to **************.  Moreover, her threats are akin to extortion of a company that values its customers and standing as the Highest Rated Roofer in ********
  
  Based on the foregoing Janney Roofing respectfully requests that the BBB takes no negative action against our company.

  Customer response

  05/29/2024

   
  Complaint: 21673944
  
  I am rejecting this response because:

   

  The home inspection completed in 2021 prior to purchasing the home showed no water stains. However, shortly after moving in, I noticed what seemed like water stains, despite the fact that the roof was new. I reported this issue to Janney Roofing 8 months ago, after it was more evident of an active leak and moisture not just a water stain. However after the said repairs by Janney, a third party inspection on 2/9/2024 (see attached full report and pictures) still revealed an active leak and many faulty workmanship concerns. The inspector recommended a full reroof. 
  
  
  I would like to highlight the fact that Janney Roofing did not inform me at any point that the warranty on the roof was not valid because we were not aware that we needed to inform them of our status as the new owners. The original contract did not mention this requirement; rather, it stated that the warranty was "transferable." (See original contract attached) This information only came to light after Janney Roofing received the inspection findings, as they realized the problem was much bigger. 
  
  
  Although Janney Roofing is mentioning recent storms in the area, it is important to note that the findings of the inspection primarily highlight specific installation issues rather than storm-related damage. See below to name a few:
  
  
  Underlayment not installed properly 
  Shingles sloped down, did not pop lines 
  Flashings exposed and not installed properly 
  Valleys cut too far from center of valleys
  Cut threw bottom shingle in multiple areas of the valleys  
  Plywood went over rotted wood
  Drip edge raised 
  During repairs Janney added shingles through the roof to hide damaged shingles 
  
  
  As a result, I filed a complaint with the BBB on 5/6. Since I did not hear back on a resolution, on 5/13 I reached out and offered the below solutions:
  
  
  complete a full reroof with the best team you have, we can assume that it will be done correctly this time around 
  refund me the amount paid for this roof, I will then have to find another company to complete the job and I would have to cover the extra costs. 
  
  
  On 5/15-****** called me in response to my suggested options to resolve and he advised he spoke to his attorneys and Janney Roofing offered to cut me a check for $15,000 towards a roof replacement with a different company, contingent upon the removal of the BBB complaint. However, when I attempted to have the complaint removed, the BBB advised against it, citing potential accreditation issues for Janney Roofing.
  
  
  I called ****** to inform him of this, and he responded by saying, "We will not send you a check until the complaint is removed." I explained to him what I had been told by the BBB - that the company should not ask me to remove the complaint as it could jeopardize their accreditation. In an effort to be fair and not tarnish their reputation, I informed the BBB agent that Janney Roofing did not explicitly ask me to remove the complaint. (See attached proof of thier email to me with specific request to remove the complaint in order to receive the check)
  
  
  On 5/21- I gave them another opportunity to reconsider their decision to not honor their word simply because I couldn't remove a complaint. This appears to be unethical and demonstrates culpability if they are willing to condition sending a check on the removal of a BBB complaint. (see attached proof of my email to them)
  
  
  I find the accusations of extortion  from Janney roofing to be dangerously defamatory. I want to clarify that my actions are not extortionate, but rather an attempt to address the ongoing issues resulting from the faulty workmanship. I am simply seeking a resolution to this matter in a fair manner. 
  
  
  Sincerely,
  
  ***************************

  

  Business response

  06/25/2024

  To whom it may concern at BBB,

  We are standing confident in our last response sent on May 24, 2024. If BBB has any further questions we are happy to discuss. 

  Thank you!

  Customer response

  06/25/2024

   
  Complaint: 21673944
  
  I am rejecting this response because:

  As a consumer, I have the right to expect a job to be done correctly. In this case, there is ample evidence that the workmanship was subpar. I am open to working with them to find a resolution, but their approach of avoiding responsibility and blaming others is unacceptable.
  
  Sincerely,
  
  ***************************

  Customer response

  07/16/2024

   
  Complaint: 21673944
  
  I am rejecting this response because: nothing has been resolved. At minimum the company should pay for my repairs. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/26/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I consulted the job with Janney Roofing for repairing roof damage on November 28 and got USAA approval for $30,741.53 on December 1. I signed a contract with Janney Roofing on December 4 for that same amount with me paying $2,000 out of pocket as a deposit, the deductible my insurance wouldn't cover. That day I was advised the job would take place 3 to 4 weeks later. The day of the contract I requested they put up a tarp to cover the roof until the job was completed to reduce more damage and I would pay for the tarp, they insisted they would take care of it with the insurance. December 5 or 6 the sales representative and his manager, not the production team, came to put up the tarp.December 11 I was advised by the salesman that the job was not yet approved internally, reason why they hadn't even requested the permit yet. He advised they need a couple more weeks. December 17 rain moved the tarp causing more damage to the roof and internally down to my first floor, I have a two-story home. I advised the salesman and he was able to come back HIMSELF to readjust the tarp on December 21st. December 20 they did internal approval.January 3 I asked for another update and he said they were working with the insurance because they wanted more money despite us agreeing in the contract to the exact amount approved by the insurance. January 6, more rain seeped around the tarp, and even more damage down to the first floor in the same areas. Here is where I get the text stating "I set up the tarp up to best of my ability of course wind + Rain is going to be very difficult to keep out..." Still awaiting USAA approval for more money when over 7k was in contract for supplements meeting state codes.He offered to come by to readjust the tarp on the 9th, and I advised him not to as I need a professional tarp to avoid further damage and requested to cancel the job. On January 8th they offered to submit a request for my refund to corporate and they still have not refunded me.

  Customer response

  02/13/2024

  Reference your message asking if I have heard from Janney Roofing LLC, I did received a partial refund for less than 50% from my deposit but no contact from the company other than that.

  
  

  The company is charging for a job not properly performed and obviously by not qualified persons which created more damage to my property. They are charging $750 for a tarp they got from ****** that cost no more that $35, $150 for  tarp repair which they didn't set up properly to start with and again did a bad job which created even more damages due to normal rain , and $35 for eagle view. I don't believe they are trying in good faith. 

  
  

  Even though I don't agree with the amount of the refund I will no longer pursue this issue and consider it close.

  
  

  Thank you  

  
  

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

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Not sure the exact date but it was approximately 3 months ago(No date on contract). J***** Roofing came to my home to inspect and sign a contract for roof shingle replacement per insurance claim. I was told the replacement shingles would be upgraded to 130 mph wind protection at no additional cost to me. Representative had me pick out shingle color and had me sign contract which I did in good faith. Approximately 3 months later I received an email to electronic sign for replacement of 64 shingles. When I questioned why just 64 shingles I was told the representative gave me the wrong contract to sign. One would think he would know the difference between repair and replace. A little more than a week ago a representative came out to look at shingles to order for replacement. While he was here I explained that I recently noticed a stain in my ceiling. He told me he believed the leak was coming from around the skylight and would take care of that as well. After he left I called J***** and spoke to Lizney to tell her not to perform repair until I contact insurance company. I also told her I would call her when I was ready. Now 1 week later a representative came out to perform repair. When I asked him about skylight leak repair he told me he was never informed about it. My issues are the fact that they are not honoring the contract that I signed in good faith and the fact that my requests were completely ignored. Thank you, ******* ********

  Customer response

  08/24/2023

  David J***** contacted me this morning and we were able to resolve the issues. I am asking you to kindly remove my negative review. Thank you for your time.

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

• Initial Complaint

  03/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Janney’s Roofing has made this entire process a nightmare. Their team has been extremely unprofessional and unresponsive. They gaslight you into thinking they are on top of rectifying your concerns, only to find that they’re just giving you the runaround. I felt myself constantly reaching out for updates. Each time, I was brushed off and told “we’re working on it.” Days would go by and I would never get a call/text back with an update from the job coordinator assigned to me, Dennys S******. I thought it would be in my best interest to use my insurance’s contractor. My thoughts were that the work would undoubtedly be professional and high-quality because they are directly affiliated with the insurer. WRONG. The roof replacement was amateur at best and an overall shoddy job. The fascia was bent and wavy-looking, there were tons of missing/loose nails, dirty handprints on the fascia that they couldn’t be bothered to clean behind themselves, but worst of all, they used CAULK to adhere pieces of soffit back into place. And I’m talking blobs of the stuff…they didn’t even try to make it look inconspicuous. Their inspector came to my house after the work was “done.” Well, they also lost the house numbers that were above my garage and left the cable to my ADT camera dangling from the front of the house to the rear side. He proceeds to “fix” the cable issue by tucking it between the soffit and fascia, instead of stapling it like it was before they started the job. He then says they will replace the house numbers ASAP, and asks me to sign off on the job. Absolutely not. I refused. I am extremely disappointed. I reached out to my insurance company who has since advocated for me and sent emails to Janney’s Roofing to fix my concerns. I don’t know if I trust them to deliver quality work. I will hire a third-party inspector if it has to come to that. You would think with all their 5 star ratings, you’d get 5 star service, right? Save yourself the grief and look elsewhere.

  

  Business response

  04/07/2023

  We have made contact with customer and have addressed all concerns with homeowner.  We made all necessary  repairs needed.  Customer has informed us she is satisfied with the work. 

  Customer response

  04/20/2023

  
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  02/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Janney agreed to building stairs and having them permitted. They have not finished the project although it began in August of 2022. They General Contractor has gone non responsive and does not return phone calls or emails. Janney has not met building code or completed the permit process.

  

  Business response

  03/13/2023

  All concerns and issues have been resolved with the customer. 

  Customer response

  03/13/2023

  
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  01/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Shoddy work on roof replacement. I have attached an independent inspection report on the new roof that was applied and there are many areas of really bad, shoddy, incompetent work.Roof was replaced week of November 7, 2022. I paid close to $25,000 for new roof. Roofing company is trying to fix the problems but am hesitant of them doing any further work.Also received a letter from ***** Corning that some of the shingles were defective.

  

  Business response

  01/23/2023

  On November 16th, 2022, we started the installation of the new shingles. It was brought to our attention by the roofing crew that the shingles were defective. Our Director of Operations called the shingle distributor to tell them about the defects. It was determined by our distributor that the shingles delivered on-site were defective. This was immediately brought to the homeowner's attention. We assured her we would make a claim with ****************** and begin working on a resolution for her. We made the decision to continue installing the shingles so the roof wouldn't be left open while the manufacturer was processing the claim we made. We began working on the claim with **********;Corning immediately, and our team was readily available to help the homeowner through this process, provide updates, etc. Knowing the claim would be approved, we assured the homeowner that once the claim process was finalized, we would come back to re-roof her home. The original roof we installed on November 16th, 2022, was up to par with the materials we had on hand while we worked through the claim process with ***** Corning. 
  
  
  On November 30th, 2022, our ** of Production provided all the necessary documentation for the claim that was requested by ***** Corning. This claim was approved on December 22nd, 2022, and we began to work on acquiring the materials and documents needed for the installation of her new roof.
  
  
  On January 12th, 2023, we held a pre-construction meeting that included the homeowner, the ** of Sales, the ** of Production, our Job-Site Coordinator, and the Sales Representative. During this call, we reviewed the independent roof inspection in detail, discussed the ***** Corning claim process and status, and discussed the process and schedule for the completion of the complete new re-roof. At this time, we discussed the process and schedule for the re-roof and sent a follow-up email with a synopsis of our conversation and confirmation of a January 18th, 2023 install date. 
  
  
  Below is a list of actions highlighted from the conversation between Janney Roofing and the Homeowner about the expectations for the second re-roof:
  
  
  We had our best job-site coordinator on site and he was a point of contact for the customer from start to finish, leading communication between the crew and the customer.
  Quality Control Manager was also onsite leading the crew throughout the entire duration of the installation.
  We took extra precautions to care for her backyard, personal belongings, plants, etc. and ensured all were protected during installation.
  We handled the additional permits, dumpsters, etc. at no charge to the customer.
  This customer was concerned about her pet's well-being during the installation, so we covered the cost of boarding her pet for the 2-3 days it took to complete her re-roof.
  We will be providing an additional complementary quality inspection approximately 60 days after we finish her roof to ensure the shingles are laying down properly, and the customer's satisfied with the product we provided.
  
  
  At this time, we have met the above timelines and expectations we agreed to. The new roof has been completed and looks extremely well, and we paid very close attention to the details. All materials and dumpsters have been removed and we've done a complete cleaning of her property. 

• Initial Complaint

  12/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We have major roof damage from Hurricane Ian and were assigned Janney Roofing by our insurance company. Everything started out fine in early November, until it came to getting us scheduled to actually do the work. We informed our Project Manager, Jennifer, at the very beginning that we had 3 large holes in the roof and we were in need of emergency repair, and sent pictures. This was around 11/10 -11/11ish. She let us know that we'd be sent for scheduling/permitting as soon as we signed all paperwork. We did this on 11/19 and handed to the technician that came to our house that day per Jennifer's instructions. After that, nothing. I waited a week or two and after getting no response I started emailing Jennifer asking for an update. I called the office and was screened by someone named Monica or Melanie telling me I hadn't submitted my paperwork and I can't speak to Jennifer because she can't help me until we submit the paperwork. On 12/13 I got an email from Jennifer asking me to submit my paperwork...to which I promptly responded I had already done that on 11/19 but would be willing to sign and send again if needed. No response. 2 days later on 12/15 she responds that we have been sent to scheduling/permitting. So our emergency repairs had been delayed for a month with not even an apology or explanation. Was the paperwork lost? What happened? Why is our emergency repair delayed 4 weeks? I have since been emailing for an ETA for weeks and gotten nothing. I emailed the listed owner last night trying to avoid putting in a BBB complaint trying to get some help by escalating, but no response. I checked the Cape Coral permitting site today, and I don't see anything pulled for my house. We should have been dried-in by now at the very least, we submitted on 11/19! We want to be fast-tracked and dried in ASAP. Like next week ASAP. That is the only resolution we will accept.

  Customer response

  01/09/2023

  The business contacted me and we have resolved this issue right now

• Initial Complaint

  10/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In July of 2022 we have a roof repaired through janney roofing- then later we started having a pest control issue inside the house- the company sent an inspector to determine the source and he indicated that there is an active leave around the area that was repaired. I called janney roofing to re inspect the area and he said he (Brad H****) thinks that the damage is not the repair and I asked him to send me pictures of what he think the damage is and I never received it. I called another roofing company to come and inspect and they determined that the repair and sealing need to be redone as it shows it's actively leaking and need proper sealing and the wood is damaged due to leak (basically the whole area need to be redone). I have been trying to reach janney roofing since that report to email it to them or have them call me back and have not received any calls back from them to address this issue or guidance on what need to be done to repair the damage and fix what we have paid for.

  

  Business response

  11/17/2022

  Business Response /* (1000, 5, 2022/10/22) */ On 10/13/22 I was personally made aware of our customers's situation with a previous roof repair and our salesman. I immediately contacted the customer and gathered all the information about initial conversations and expectations set my the salesman. It was evident that there was poor internal communication between our salesman and our repair department. I advised Homeowner that we will have a new repair tech to her property and preform the work that she was expecting from the salesman. Appointment is set for this week and I will be personally visiting home to ensure her expectations are met.

*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. ↩