Complaints

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 14 I was approached by a woman saying they are doing free house estimates for hail damage. I gave my phone number and confirmed my address and a man came an hour later. I asked in multiple different ways that this was not costing anything and that there was no contact or anything set in stone because I DID NOT WANT TO COMMIT TO ANYTHING UNTIL I SAW ACTUAL NUMBERS AND WHAT MY INSURANCE WOULD COVER. He told me it cost nothing that they just work with the insurance to get the most money for repairs. I asked what if I dont want to do the repairs if my insurance didnt cover what I wanted and he word for word said then we walk away with just a handshake I said what if I dont want to use your company for the repairs and he again said there would be nothing lost and he would walk away. I said good because I dont want to sign ANYTHING until I know the cost/***** and he said he understood He then pulled out his iPad and I again said I dont want to sign ANYTHING and he said it was JUST TO CONFIRM MY NAME ADDRESS AND EMAIL AND TO GIVE PERMISSION FOR THEM TO SPEAK WITH MY INSURANCE ON MY BEHALF. I READ THE **** I SIGNED, IT HAD NO CONTRACT NO % no others words then my name address email and a place to sign. They contacted my insurance and set up an inspection day that was canceled and rescheduled and then canceled and rescheduled again. I was contacted by proliance saying they had the results and I asked what the insurance covered and she said she doesnt know she only deals with making appointments. My zoom meeting with ***** was 12/6/23 she started to go through things but was not organized at all her PowerPoints were messy and she was yelling at her dogs the whole hour. Very unprofessional. But just briefly mentioned if I took the refund instead of doing all work they get 30%. This was never mentioned to me before and I thought she meant only if I decided to use them. Because again I was under the impression I still got to decide IF I wanted to do the repairs and WHO I would pick for the repairs if I decided to go through with it. Because that was what I was verbally told on November 14 by their employee.It was a lot of info and I wanted to do my research as best as I could. As I started to look up costs online I saw their no upgrade options were $2,000-$6,000 over market value. And I started to realize there were a lot of things ***** didnt mention or talk about. And this is a big project with lots of money she should know EVERYTHING included. Thats when I went on BBB and saw they have complaints of THE EXACT SAME THING. I immediately called my insurance to find out they already closed my claim which most public adjusters try to get as much as they can, not do it as quick as they can. And a check was sent to them. I NEVER EVER CONSENTED FOR THEM TO GET A CHECK FROM MY INSURANCE I never consented to any of this I was told nothing was set in stone UNTIL I DECIDE TO WORK WITH THEM OR NOT after I knew the costs This is fraud. Its called a bait and switch. I explicitly asked and made sure I was NOT SIGNING anything until I saw numbers and what insurance would cover. They didnt even spell my name right so there tells you what kind of company this is. Nothing was mentioned of a commission fee even after I asked and he never said ANYTHING about a fee just that they will work for me so then I hopefully want to choose them for the repair work. Thats all I was told. No contract no commitment no nothing was talked over with me. Ive called my insurance to tell them I no longer wish for proliance to be on my claim I simply ask to be free of this contract and any further service with this company. As I mentioned above there are other complaints of the same thing and they have been resolved. I ask you to release me from this contract, send a letter of withdrawal from my claim and mail my complete check to the address on file. I hope Proliance respectfully and professionally honors this request without further incident.

  Business response

  01/05/2024

   This matter has been resolved and both Proliance and the Client have an agreed upon resolution. 

  Customer response

  01/09/2024

   
  Complaint: 21001835
  
  I am rejecting this response because:
  

  I have not received confirmation the letter of withdrawal was sent to my insurance. Once my insurance has the letter or I have the letter in my possession I will accept. 

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

  Customer response

  01/09/2024

  Better Business Bureau:
  
  I rejected a resolution because I did not have the withdrawal letter verification it was sent. I have now confirmed with the company they have sent the letter to my insurance so I would like to change my rejection to acceptation. Thank you.  

     
  

  Sincerely,
  
  Jewel Gant        

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 3, 2023, I was approached at home by a general contractor that was in the neighborhood conducting FREE inspections for hail damage in the area. He stated that he would perform a free inspection and if he determined that I had hail damage his company would work directly with the insurance company to manage the claim. He asked for me to sign a contract for his company to represent me to handle the claim and to speak with my insurance company directly. At no time during our conversation did he state that the would be a 30% commission. He called several weeks later and told me that there would be a 30% commission. I asked for copy of the contract, the company sent a paper contract which is not the one I signed on an iPad. I would have not approved the roof inspection. I was NOT home and the roof inspection was completed. Someone at my home, not the homeowner allowed him to get on my roof and complete the inspection. Now this vendor is calling my wife repeatedly telling her that they will put a lean on my home if we don't pay. I have also filed a complete with the ******** AG.

  Business response

  01/05/2024

  Hello **************** We have reached out to discuss the matter you have mentioned and to clear up any misunderstandings and we have presented options to resolve this and we are currently waiting on your response to move forward. We spoke about these options and sent an email December 18th. We will also reach out and follow up in regards to the email we sent so we can move forward.

  Thank you!

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a knock at my door from this company advising they are giving free roofing inspections. I allowed them to inspect my roof in which they confirmed I have roof damage. I also advised the company that I have interior damages and texted over pictures of water collected in my wall when it rained. The day comes for the company to replace my roof. Everything does well and I know have a nice roof. I inquired during this process about my interior repairs. I was then informed Proliance doesnt complete interior repairs but I was only advised this after my roof was completed. I would have never selected this company if I knew they couldnt compete both projects. The company even entered my home and took photos of the interior damage and placed the interior repairs needed on my estimate. My insurance company paid Proliance for interior repairs to my home that was never completed. So now Im left with a pretty roof as the interior damage remains.

  Business response

  06/29/2023

  Hello!

   

  We apologize for the misunderstanding on the interior. i am glad that ***** was able to reach you today and we were able to come to a resolution. If there is anything else we can do please give us a call. 

   

  Thank you! 

  Customer response

  07/05/2023

   
  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

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 30, 2022, I was approached at home by a general contractor that was in the neighborhood conducting FREE inspections for hail damage in the area. He stated that he would perform a free inspection and if he determined that I had hail damage his company would work directly with the insurance company to manage the claim. He asked for me to sign a contract for his company to represent me to handle the claim and to speak with my insurance company directly. This document stated there was a 30% commission. At the time I asked what this meant and he stated that there was a 30% commission ONLY if I decided to have the repairs performed by another general contractor and that I would incur no out-of-pocket costs for this service, this document was only to manage the conversations and inspections with my insurance company if I proceeded with this claim.Several months passed with limited interaction from Proliance or my insurance company and several inspections that were rescheduled or canceled. I was then contacted on March 14 that they had results from my inspections and would like to set up an appointment to discuss the results. I asked to see the results from the inspection and photos of the damage, and I was told that he only managed the appointments and did not have that information, I then inquired about what was covered under my insurance and he said he was not able to discuss that information either.On March 24, 2023 I met with the *************** Specialist and was given the details of several different scenarios and the out-of-pocket cost that I would incur for the work that was needed.At that time of this meeting, I informed them that it was not likely to move forward with this "claim", but was told that an insurance claim check had already been released and I would be liable for this 30% commission even if no repair work is done at all.I feel this is an example of bait and switch and not what was explained at all at the initial meeting.

  Business response

  03/28/2023

  Hello ************,

   

  We appreciate you taking the time to inform us of some of your concerns. I reviewed your account thoroughly and i am looking forward to resolving this with you. i actually just tried to reach out to you via phone call and left you a voicemail in regards to this. As you stated ********************************* who is an employee for Proliance public adjusting went out to your home and offered you a free inspection in order to determine if you qualify to file a claim with your insurance company. We were able to inspect the roof and determined that there was significant storm damage to your property. I have attached the document below. in the second and third paragraph it states: "Insured agrees to pay for such services a commission fee of 30% of the total amount paid by the insurance company in
  settlement of this loss. The Insured shall also reimburse Proliance Public Adjusting, Inc. for any additional expenses it incurs on behalf of Insured, which are pre-approved by Insured. Proliance Public Adjusting, Inc. recommends Proliance ******************** **** as a qualified contractor to execute the necessary restorations approved by the insureds insurance company. If the Insured chooses to contract with Proliance General
  Contractors, ****, then Proliance Public Adjusting, Inc. agrees to waive its fee as referenced in second paragraph. The insured is not required to use any individual proposed to them by the public adjuster and the insured may select any contractor they
  choose to perform the work. Proliance Public Adjusting, Inc. has common ownership in Proliance ******************** ****

   

  As stated above and below in the document the 30% commission fee is owed and is only waived if Proliance General Contractors does the work. Regardless of the work being done or not the 30% is always owed. I apologize for the confusion. I would like the opportunity to call you with ******* to resolve this issue. We are more than willing to work towards a resolution that is satisfactory for everyone. I will give you a call so we can get this resolved. Thank you for your time ************. Looking forward to speaking with you soon! My name is **** and i can be reached at ************.

   

   

   

   

  Customer response

  03/29/2023

   
  Complaint: 19851540
  
  I am rejecting this response because: ****  I returned your call and also left a voicemail as well.  I also reached out to ******* and everyone that I had corresponded with regarding this issue.  As I stated in that correspondence, I was verbally told that the 30% was only if Proliance Contractors did not perform the work, and a signature was needed to speak with the insurance company on my behalf.  ******* stated that the inspection was free and that they would handle everything, I stated, As long as its free then do what needs to be done!

  
  

  Since that day there was some correspondence regarding scheduling another inspection, and then more inspections or rescheduled inspections, but that was it.  I was under the impression that this service was a good faith effort to manage the correspondence with the insurance company on my behalf in agreement that Proliance General Contractors  would have the opportunity to do the work, and if not I would then pay the 30% fee for choosing a different contractor.  At no point was it stated that this fee was for any other service.  This is the reason that I started to research this company and how there are a number or other claims of misrepresentation of services.  I would have never agreed to a service fee for of 30% just to file a claim on my behalf, and if I did, I certainly would expect to have it handled better than the service that I was provided.  I has been almost 6 months and I hardly had much of any correspondence until I met with design specialist.  At this meeting is when I first learned of the details regarding my claim, and that if I decided not to move forward with repairs that I would still be charged a 30% fee, to pay for the adjustors fees and for her fees as well.

  
  

  I understand the cost of doing business, so I understand that in theory that everyones time cost, but again my understanding and what was told was to me was that this 30% fee  was ONLY if Proliance General Contractors  did not perform the repairs AND I chose to work with someone else.  At no point was I made aware that this fee was obligated for them manage the claim process regardless of the outcome., this was done as a courtesy to win my business.

  
  

  After the inspection it could have been a simple conversation stating the details of  next steps of the process.   At that point if it I had been clearly made aware that the 30% fee was for all services irregardless of if I decided to move forward with the claim, then we would not be in this situation.  But again, as it was explained to me, Proliance General  Contractors  was willing to put in the leg work to work with the insurance company on my behalf as a courtesy to win my business to handle the repairs  

  
  

  But as I have read other complaints I see a number of situations very similar to mine. Which leads me to feel that this is some sort of sales tactic, basically there is a free inspection and then the customer is obligated to pay a 30% fee regardless!  A more honest approach would be to state all of the details and exactly what that entails for that 30% fee.  But I feel that this fee was misrepresented as a service fee for Proliance General Contracting by Proliance Public Adjusting.

  
  

  I have contacted my insurance company as well and they were in agreement that things were not handled properly and they said they would also work with me to try to correct this matter.

  
  

  I simply ask for a release from this contract and any further service and wish to move on from this matter.  As I mentioned I have seen other complaints similar to mine and they  have been resolved. I just ask to be released from this contract and would like to cease any further contact with this company regarding this situation, and hope that Proliance respectfully and professionally honors this request without further incident.

  
  

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

  Business response

  04/11/2023

  Hello ************,

   

  We appreciate you taking the time to speak with us yesterday and we are glad we were able to resolve this with you. If you have any further questions please contact my office at ************. Thanks!

   

  *********

  Customer response

  04/13/2023

   
  Complaint: 19851540
  
  I am rejecting this response because:

   

  ****,

   

  I am still awaiting the documentation that you stated you would provide to resolve this matter in writing.  Until I have proof in writing of the agreed terms and a finalized released based on these terms, I can not accept this response as satisfactory.  As I stated I wanted to move on pass this situation, so please provide the documentation stating a release based off the agreed terms in writing and send it to the email and/or address on file and I hope to close this matter for good.
  
  Sincerely,
  
  ***********************

  Business response

  04/24/2023

  Hello ************! 

   

  The letter and check was sent. to you today 4/24/23. Please let me know if there is anything else we can help you with. We appreciate you working with us to come to this resolution!

   

  Thank you,

  ********* 

• Initial Complaint

  02/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company came to my home, said I had hail damage. Had me sign a tablet and did not say it was a contract. Sent me an email about canceling the contract only had 5 days email not sent till 7 days. I tried to call and email them no answer no response. I began working with another company And told my insurance company to remove the scam company Now 1 year later they are back on my claim. They have never spoke to me or emailers or called. Now I still can not contact this scam agency..

  Business response

  02/08/2023

  Hello!

   

  We have reviewed the complaint we received from our client ************************* and we understand that she would like us to be removed from the claim. Although Proliance maintains the position of trying to deliver great service to this client, we have spoken to **************** directly on 2/7/2023 and we have agreed to get her a letter of release and we will not take any commission fee or penalty for this. 

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 19, 2022, my neighbor texted me and told me there were a couple of guys outside who offered to perform a free inspection of her roof. Since I had been thinking about a new roof I went outside and asked them about it. Both of them stated they were doing free inspections around the neighborhood. I confirmed with them several times that it was free and they always replied yes, it was free. Before he ascended to the roof, ************** said I needed to sign something. When I asked what it was I was signing, he said it was simply an authorization to get on the roof and do the inspection. So I signed it. After the inspection, he indicated they would file the claim with my insurance company and all they would want in return was to have their company do the work. I asked 'what if I decide not to pursue the roof or choose them to replace it?' ***** replied 'we'll walk away with just a handshake.' Nothing was ever said about a commission fee whether I replaced the roof or chose another roofer or not. They were persistent in their claim that it was all free unless I chose them to replace the roof.They filed a claim with my insurance company and the insurance company contacted me about the replacement cost and what the amount would be. I wasn't contacted again by Proliance. I finally called them and asked about the process going forward. They sent a 'designer' to my home to go over some shingles options and choose the color. I asked if I could see their estimate for replacement, the designer said she had all of the figures 'in her head.' I asked if she could email it to me and she said she would. She never did.Now Proliance is asking for a commission fee that was in the 'authorization to get on the roof' to perform the "free" inspection. Of course, it was not just an authorization but a contract I was not told about. Also of note, their website states that roof inspections are free. This is false advertising and fraud. They need to let customers know it is not free.

  Business response

  12/02/2022

  Hello!
  Thank you for reaching out to us. I understand your resolution is the commission fee waived due to the fact that the inspection was not free. The inspection we completed at your property May 19th was free. This inspection we had on your home May 19th was to determine  if you qualified to file a claim with your insurance. After we completed the inspection our determination was that your home qualified to file a claim with your insurance and the document we went over with you and had you sign authorized us to represent you on this claim and allowed us to go through the claims process with your insurance on your behalf. I spoke with ***** when we received your complaint and he informed me that he went through our Agreement we had signed and initial and he informed me he went through the agreement with you to ensure everything was understood. The Commission Fee is only owed if Proliance General Contractors does not do the work. I have attached a copy of this document below. The inspection took place May 24th. We were able to get an approval. There was a delay in us getting the estimate but you were able to contact you June 14th to schedule a meeting with our exterior design specialist on June 20th.You met with ***** and she wrote our contracts to do the work using the insurance estimate. Deniz sent the email to ******************* From there we attempted to reach out to you numerous times attempting to finalize if we will be doing the work. After numerous attempts in August, September and October.  We sent a letter in November asking for our commission fee due to us not receiving a response from you. If you are looking for us to do the work on your home then I would be more than happy to get this process started for you and ensure we complete the work as soon as we possibly can. If you do not wish for us to do the work the 30% commission fee is owed. Our website does state our inspections are free and these inspections are at no cost to our client since they determine if our client qualifies to file a claim.Our goal is to have clients that we can assist in getting an approval and do the work.I apologize for any confusion this may have caused but the inspection ***** completed may 19 was at no cost to you. Please let us know how you would like to move forward whether it is doing the work or you receiving 70% from the total insurance claim total. The best number to reach us at is ************. 

   

  Thank you! 

  Customer response

  12/02/2022

   
  Complaint: 18471642
  
  I am rejecting this response because: ***** did not go over the contract with me. And, as I stated previously, he stated that, if I chose not to have Proliance do the work, Proliance would "walk away with nothing but a handshake." That is a direct quote. My neighbor can verify that as she had an inspection done, too. However, she chose to have Proliance do the work. I find it hard to believe that ***** can specifically remember anything he told anyone that day. He and his partner were in a hurry due to inclement weather moving in. ***** did come to my home but she presented a verbal estimate which was more than double the amount of the insurance check. I asked for one in writing; she said she would email it to me, which she never did. I would ask that, if she says she did, please provide a copy of it. I feel like I was mislead with the 'free' inspection. The contract was NOT reviewed with me. If it had been, I would have never agreed to the inspection. Proliance's business practice of telling folks the inspection is free and then shoving a tablet under their nose to sign an authorization is fraud, plain and simple.
  
  Sincerely,
  
  ***********************

  Business response

  12/08/2022

  We have reached out to our client *********************** and have come to a resolution. Proliance maintains that there was no false advertising or fraud as the complaint suggests after we speaking with ************ we agreed to let this go and we will not be charging a commission fee. ************ was agreeable to this and we have already issued a letter releasing us from the claim. 

  Customer response

  12/08/2022

   
  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

  05/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  bad soliciting lying in order to sign the contract harassing through emails and phone calls stating that they are justified to do things this way and that it is my fault for not knowing what is going on even though they showed up uninvited at my door pointing that they are Public Adjustors as saying that I am nobody and that I have to obey what they say

  Business response

  05/29/2022

  We have already closed this account and will not be pursing this claim anymore

  .

  ***** Self

  Office Manager

*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. ↩