Complaints

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Proresto was contracted to replace the roofing and replace skylights on ***********. The employees that did the skylights seem to have torn out the trim of the skylights and just patched it up and left the morning of 10/11

  

  Business response

  11/03/2023

  ************* was contracted by the homeowner *********** of ****************** to replace the roof systems on the 19 buildings of the complex. Unfortunately, when replacing the skylight of ******************** unit, the skylight trim was damaged unavoidably due to the trim being glued, caulked and painted to the old skylight. The management company had reached out the the homeowners prior to construction with instructions of what to do if any issues arise. It looks like ****************** filed a complaint prior to following the steps outlined. In fact, his photos are from the actual time of replacement.  Once ****************** reached out to us, we were able to schedule an interior crew to repair the interior skylight trim to ******************** satisfaction, the repairs were completed on 10/13.

  Customer response

  11/03/2023

   
  Complaint: 20727637
  
  I am rejecting this response because there is no way for a new homeowner to know what occurred to the skylights before moving in. The team did not bother to fix the ripped out skylights and it is the lack of responsibility by the team that I had to register a complaint. The other damage which later became visible is the side wall not being properly put back as well. This explanation is ridiculous and careless execution by the team and a waste of my time in the first place. 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 12, ************************** *********, **. On July 7, 2022, I had *************************** knock on my door and asked if he could look at my roof for hail damage.He found hail damage on my roof. He went over to my sisters house at ********************************* to assess the roof. He found $ ******** of hail damage. My insurance company State Farm is***d me a check for $5.714.00.****** requested I put down a $3,714.00 deposit per his companys policy. I wrote him a check on July 7th with contract stating the work be completed in three to four weeks. Four months later the work has not been started.I emailed Pro-Resto a cancellation request per **** in their Corporate office.I received a check for my deposit refund of $1,441.00 on October 28th. My refund was $2,300 less than what I paid for nothing. I want my entire deposit back so I can replace my roof by a local, honest, reputable company. Nobody ever mentioned a cancellation fee to me. After waiting almost four months, they should pay me. Should I hire a lawyer or *** them in small claims court?Thank you,*********************

  

  Business response

  01/04/2023

  Tell us why here...BBB:
  As a result of a recent hailstorm in ********* **, on May 22nd 2022 *************************** from Pro-Resto completed an inspection of ************** roof and found significant evidence of hail damage. Also, on that day ************ entered into an agreement with Pro-Resto where-in Pro-Resto would represent her through the claim process, meet with the adjuster and install a high-quality roof should we be able to obtain an approval on her behalf. Ms. ****** the agreement and she and ****** called the claim into State Farm. On June 18th *************************** met with the Adjuster at the property and completed an inspection of the damage with the Adjuster from State Farm. The claim was approved for a full roof replacement in the amount of *********. On July 7th, 2022 ****** again met with ************ at the property at which time she signed a contract for Pro-Resto to complete the work and tendered a deposit. At this point Pro-Resto started the supplement process on the initial estimate which was provided by State Farm. The supplement process is a process implored on insurance claims to protect the homeowner and ensure the insurance company is providing all necessary items needed to bring the roof to current *******************. On September 23rd, 2022 we obtained a new estimate from State Farm which included an additional ******** in missing materials and or labor bringing the new estimate to *********. Now that the estimate was corrected, we were ready to proceed to the installation phase. We had offered ************ an upgrade to a class three shingle. The insurance company had provided for materials covering a class one shingle however, ************ had begun making demands for further upgrades one of which was to a very high-cost shingle which we indicated was inferior to the offering we had provided.  We provided ************ an estimate for the requested upgraded shingle, and she became very angry saying that she was not going to pay anything more for the upgrade. After several conversations, most of all unpleasant we were able to schedule ************** roof for installation on October 14th,2022. We had the materials delivered to ************** home and it was at this time that ************ demanded we cancel the contract indicating that she had found someone who could install the roof at a cheaper cost and that she could put the difference of the insurance proceeds in her own pocket. At this point it had become clear that ************ was not going top allow us to complete the installation. We received a written cancellation request from ************. We had our supplier pick up the materials that had been delivered and we cancelled the contract. The contract has a cancellation provision which provides Pro-Resto a cancellation fee of 15% of the contract amount. We deducted this amount from the deposit provided by ************ and issued a refund for the remaining balance.Note that this cancellation fee does not begin to cover the costs incurred by our representative or Pro-Resto in obtaining both the initial approval and supplement process but, does defray some of the expenses. Thank you for the opportunity to provide our side of the situation. Respectfully, Pro-Resto, Inc.

  Customer response

  01/05/2023

   
  Complaint: 18343123
  
  I am rejecting this response because:
  
  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. ↩