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Business Profile

Replacement Windows

Home Pro Windows Roofing Siding & Doors, LLC

Complaints

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Complaint Details

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  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    My wife and I encountered Home Pro at the Home and Garden show at the ********. We were seeking an estimate for new siding. They called and scheduled an appointment with us to get an estimate which turned into a 3 hour explanation on how great and full of integrity the company is. We agreed on a price (only good for that evening) with financing of 2 years no payment, no interest plan. This turned out to be false and I received a bill right after work was complete. The company was able to negotiate a 18 month no payment, no interest after the fact which helped, but still put us in a bind. When they finally came out to do the work, they ran out of the siding we ordered saying they used some of ours to complete another job. Unfortunately for us, we had family and friends over for holiday weekend with half finished siding on the house. We had property damaged by the workers which the company said they would pay for, but never did. I was finally able to get ahold of the used car salesman that sold us this bill of goods, who swore up and down "that's not how they do business" and offered to send my wife and I a gift card to pay for the damages. That didn't happen either. I am unable to go into other aspects that were wrong due to lack of characters remaining, but I will continue to spread the word throughout the internet and to whoever will listen, that they will only get a huge debt and headache if they rely on Home Pro, the self proclaimed pillar of integrity.

    Business response

    12/02/2024

    Thank you for bringing your concerns to our attention. At Home Pro, we are committed to providing a positive experience for all of our customers, and we regret that your project did not meet expectations. We would like to address the concerns youve raised:
    Financing Miscommunication:
    We understand the frustration this caused and deeply regret the inconvenience. We worked to secure the best available terms as soon as the issue came to our attention. We have reviewed our internal processes to ensure our communication regarding financing is clear and consistent in the future.
    Material Delays:
    Unfortunately, the material shortage was caused by an error at the distributor, who mistakenly allocated the siding intended for your home to another project. While this situation was beyond our control, we recognize the inconvenience it caused during your family gathering. We will continue working with our suppliers to prevent such issues in the future.
    Property Damage:
    After reviewing our records, we found no documentation of reported property damage. If this was discussed directly with your sales representative and not relayed to our office, we apologize for the oversight. We encourage you to contact our office directly to provide details about any damage so that we can address and resolve the issue promptly.
    Next Steps:
    Our goal is to find a resolution that satisfies you and restores your trust in Home Pro. If youre open to discussing this further, wed be happy to explore ways to make things right. However, if you prefer, we can respectfully part ways and wish you the best moving forward.
    We value all our customers and strive to uphold the high standards we set for our work and service. Please dont hesitate to reach out to our office at your earliest convenience so we can work towards a resolution.

  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    On 07/08 between 6-8 pm we received a quote for a roof. We were told if we waited the price would be approximately ****** but if we agreed today the price would be $12,800. The original contract stated that we had a 3 business day right to cancel. We told the salesman that we did want to get at least one additional quote during this three day period. Once the original contract was signed the salesman told us it would be in our best interest to sign an agreement to expedite the process. What He did not tell us was that this agreement also waived our right to cancel, and also included a 25% fee if services were cancelled.On 7/10 at approximately 2pm I went to the home pro office in attempt to cancel our contract. This is when I was told that I cannot cancel or I would have to pay the 25% fee. I was shown a copy of the contract that was signed. I explained our side of the situation and asked if it could be reconsidered. They stated that the items have already been ordered and that we were out of luck. I did tell them I would not be recommending their business after this interaction. The owner said luckily their business does not rely on that. I believe this was a deceitful business practice as the salesman spent his time building our trust talking about his religious values and doing right by his customers. He shared that with us being the same age as his children and he would want them to be taken care of in the same fashion. I also believe that our order was not officially submitted as when I walked into the office my contract was within the ***** of contracts the front desk person was entering.At this point in time we have not paid anything to Home Pro, but was told we would receive and invoice for the 25% If you could please assist in a resolution it would be greatly appreciated. Thank you.

    Business response

    07/17/2024

    We do not have any fine print on any of our agreements also our agreements are not pages long, they're very small and easy to read. The representative that came to their home is a very honest man and we do not question his integrity as we've worked with him for many years. Before signing the agreement the customers we're able to read and go over the agreement. There we're two forms filled out, one was a contract to order the material and the other was a contract to expedite the order so they could get the work done faster. The question comes to mind, why would someone sign legally binding contracts if they didn't want to move forward with the work, and not only sign a contract to get the work done but they signed another contract so they could get it done even faster. The answer is they got a cheaper price and they wanted to go back on their word. If we give someone our word and shake their hand, it means something, to us anyway. In todays world most peoples word means nothing, which is why we have contracts in place to protect both the customer and company. Referring to the statement made by Home Pro "we don't rely on your word of recommendation" The customer tried to hold a bad review as ****** to cancel their contract. She was upset when it had no effect. We had a deal, she went back on her word. The agreement clearly states what happens in that event. We hope this helps. 

    Customer response

    07/22/2024

    We signed the original contract because the sales person informed us that if we did not sign, but still chose their company to complete our job, that our price would increase by approx $7k. Due to the pressure behind the pricing we signed the agreement because of this right to cancel. We were clear with our intentions from the start and explained multiple times that we would need to obtain at least one other quote for peace of mind. After we signing he urged us to sign a 2nd form expediting the work because our roof was in such a dire state. Having intentions of getting our roof replaced and knowing we had the 3days to obtain other quotes, we wanted to get started right away should HomePro have provided the best quote. I was expecting the other quotes we received to be closer to the $19k original price that was provided. When we did receive another quote, which came in at less than half of what ******* quoted us for their same day signing price. I then sent an email to HomePro stating I would like to cancel as the first contract instructed. I then read the 2nd page and saw that the expedited agreement waived this right to cancel. I then immediately drove to the office to see if there was anything they could do as the sales representative kept saying how HomePro is a 5 star company. I was not met with 5star customer service. They did not look to confirm that any materials were ordered. Instead I was told they dont need me as a customer and dismissed. My comment about not recommending this business occurred after I was dismissed by the owner. After I told my husband about this interaction he felt personally offended because of the trust he thought he built with this salesman. In this emotional state he wrote a review of our experience from his perspective. This was not an attempt at ******, but our right as consumers to share our negative experience.

    Business response

    07/23/2024

    The customers complaint has been heard and we understand. We wish her and her husband well. 

    Customer response

    07/23/2024

     I am rejecting this response because:

    This response is completely unacceptable and unprofessional. Its obvious from their responses that they have no intentions of keeping proper business practices and the community should be warned of this predatory company that tries to mislead the public. The ONLY reason we signed was because we specifically stated that we had a few days to reconsider if we needed. The rep agreed that was no issue. Thats the bottom line, they completely lied to us about our ability to cancel with them. Like I said, this business engages in predatory behaviors against the public and we should not be taken advantage of. 
  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    We engaged HomePro to replace all shingles on our roof on 7/5/2024.A roofing crew showed up on 7/2 and started to remove shingles without notifying us. We asked them to stop work. They did comply and returned on 7/5. A dumpster was placed in our driveway on 7/5 and blocked our garage so that we could not get our car out. We were not told that the dumpster would not be removed the same day. We were later informed the dumpster could not be removed until 7/8. As of 7/9, and calls to several HomePro representatives, the dumpster still has not been removed and we cannot get our car out. No communication of remediation or compensation has occurred. New gutter guards installed prior to the roof re-shingle were damaged during the re-shingle work and discussed with HomePro representative on 7/8 but no official communication as to remediation or what compensation will be made has been discussed with us.

    Business response

    07/23/2024

    The crew made a mistake by going out on the wrong date. Our apologies. There was a misunderstanding about the pick up of the dumpster. Employee implied he couldn't do the job on a Tuesday and have the dumpster picked up on a Thursday the 4th, he assumed the customer understood the dumpster could not be picked up the same day as install. We understand both sides, it was a misfortunate misunderstanding and we do apologize. As far as the communication goes, after talking with two employees, we found the customer called them after 9pm at night and was unable to get a hold of them. Our employees are committed to good communication. Our office called to have the dumpster picked up right away but the disposal company was having issues that prevented them from getting it until later in the week. Pertaining to the damaged gutters. They have been ordered and are expected to be in on 7/24/2024. Once we get them we will schedule someone to go out and replace them. We will get them taken care of.  
  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    I hired this company to install tando stone panels on the outside of my house. I was told the job would be completed in 2 days on May 28th and the 29th. The job didn't get completed because they ran out of material, they didn't order enough material. They said we will get more material and finish the job the following week. That didn't happen. They put up panels without the plastic underneath the panels. The panels have to come back off and put on the right way. Some of the panels, * channels, and corner pieces were put on crooked and are bent. They took off the shutters and used the 3" shutter screws to put on the corner pieces. Corner pieces don't call for screws. Now the corner pieces have holes in them. The down spout is pulled away from the house and when it rains water is settling by the house. The siding they removed is in the yard and killing the grass. They threw away the tabs for the corner pieces.These tabs is what keeps the corners in place and straight. They also threw away my packing list, I found this stuff in the trash. They damaged the bottom of the front window when putting on the * channels. They took a new tube of caulking that I paid for. They left trash in the yard and I found 2 cigarette butts in the yard. They beat my house with hammers and knocked an expensive statue off the shelf inside the house and broke it. I've called the manager and he keeps giving me a run around and lie. I have work that I can't get done around the outside of my house because I've been waiting for them to get this job done. I had to cancel my vacation because they didn't get the job done when they said it would be done.They have caused an inconvenience for me and put me behind my schedule. I want this job done and done right and asap.

    Business response

    06/25/2024

    Tell us why here..Dear *********************,


    Thank you for choosing Home Pro for your home improvement project and for taking the time to share your feedback with us. We sincerely apologize for the inconvenience you have experienced.


    We understand your frustration regarding the delay caused by running out of materials and the initial installation errors. Please rest assured that these issues have been addressed and rectified as quickly as possible. We are currently awaiting the arrival of the remaining materials to complete your project and are doing everything in our power to expedite this process.


    We also apologize if our communication has not met your expectations. Your experience is important to us, and we are committed to improving our service. Our manager will ensure more transparent and direct communication moving forward.


    We deeply regret the impact this situation has had on your other projects and personal plans, including your vacation. We are dedicated to completing your project as soon as possible and to your satisfaction.


    Thank you for your patience and understanding. We value your business and are confident that we will resolve these issues to your satisfaction. Please feel free to contact us directly at ************ if you have any further concerns or questions..

    Customer response

    06/30/2024

     I am rejecting this response because:

    I can't except Home Pros resolution until the project is completed and done right. Also there are a couple areas that need fixed from their mistakes. I don't want the same crew here to finish this job. They failed to hang plastic and made other mistakes. I can't trust them to do the job the right way.

     

    Business response

    08/01/2024

    Heres's our response. 

    We have fixed the customers service issues, he has paid his bill. We will be here for him in the future if he ever has a service or a new product inquiry. 

    Customer response

    08/01/2024

     I am rejecting this response because:

    Home Pro completed the job but the job wasn't done right. They put the panels and ledges on crooked. Some of the * channels were installed wrong.Very poor quality of work. The manager said they would be back to straighten things out and give me a receipt. He lied. I'm very  disappointed with these people and I hope to God it comes back and bites them in the a** It's f****** ******** that they ripped me off.

     

     

    Business response

    08/16/2024

    The customer is grossly exaggerating. There is one corner that was cut short that needs replaced. We are waiting on the material to arrive to make the repair.  

    Customer response

    08/17/2024

     I am rejecting this response because:

    Home Pros had already installed a new outside corner post on the rear of the house because they made a mistake and cut the original post to short. The new post they put on is not the same size as the original post and the post is bent and the panels are sticking out because the post is to small. Now they want to replace a post on the front of the house because they made a mistake and cut it to short. They need to bring the right size posts.The wrong size isn't going to get it. Hopefully I can get this issue resolved soon. 
  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    On Oct 7th, 2023 I signed contracts for a new front door, new soffit, new facia, new gutters, new gutter guards. They did say the door was at least 6 months out which was fine as long as the other parts would be completed before the end of the year. "No problem" the salesman said. I took time off for them to start the install on Nov. 20th, to which they were a no show. I got a text! not a call, a text saying my bad I'll reschedule you. 3 weeks later Dec. 23rd, another text saying we have you on the schedule for Dec. 27th but my installer is booked that day will the 28th/29th work better for you. At this point I wish I could have canceled everything but I said that will be fine and I took Dec 28th off, and once again no call no show. I got another text saying they were delayed and will be there the next day (29th). Day 3 taking off work and nope not a peep from them until afternoon to tell me it will be Tuesday Jan, 2nd. A guy showed up around 3 to measure and he didn't know about the soffit. It was another crew doing that work. I was told 1-2 days to complete. So I took another day off on Tuesday (Jan 2). Both crews showed up around 12, didn't knock on the door, didn't say they were here, just started working. They left the same way, the pounding stopped and since their tools were here I assumed they would come back. This would go on for 4 days, a total of 7 days off work. But it got done but not in 2023, "close enough" they said. Now the front door, it took 7 months to be installed and the Install was great. Door looks great, but its swings the wrong way. So far I have spent 23k total and 9100 on the door, which swings into my living room. Best they can do is 500 bucks and now I have to live with a backwards door, that is in my way when I leave it open. This is a company I regret contracting and could have got what I wanted (right swing) with another company. Since the salesman conveniently forgot to put the swing on the contract it's my problem they said. I asked for a new door or 50% off this one.

    Business response

    05/13/2024

    Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you experienced during the installation process.

    While we strive to meet the expectations of all our customers, it's clear that we fell short in delivering a seamless experience in your case. We deeply regret any miscommunication or inconvenience caused by the delays and the oversight regarding the swing direction of your front door.

    Please know that your feedback is invaluable to us, and we will use it to improve our processes and ensure a smoother experience for future customers. Regarding the swing direction of the door, we understand your frustration, and we regret any inconvenience it may cause.


    Once again, we apologize for the inconvenience and frustration you have experienced. Should you have any further concerns or if there's anything else we can assist you with, please don't hesitate to contact us directly.

    Sincerely,

    Home Pro Team 

    Customer response

    05/17/2024

     I am rejecting this response because:

    This isnt what I ordered. This swing is becoming a burden and I now have to spend more money getting the swing I was supposed to get. This is sub par workmanship from the start. I want the door replaced or 50% off to go towards a door that is the correct door. An apology isnt doing anything about the door, it is wrong and you guys know it. 

    Customer response

    05/24/2024

    I have no resolution for my issue. All this company did was just apologize. They have bounced a check for a refund of a screen door, have done absolutely nothing to help solve the issue at hand. What is my next step? 

    ***********************
    **************
    Sent from my iPhone

    Business response

    05/29/2024

    Thank you for sharing your feedback. We sincerely apologize for any inconvenience caused by the misunderstanding regarding the door inswing. Customer satisfaction is our top priority, and we regret that this issue was not clarified in on contract or paperwork.

    Nonetheless, To address this matter and make it right, we would like to offer you the following resolution:

    Discount on New Door: If you choose to proceed with purchasing a new door with the correct inswing, we are pleased to offer you a 50% discount on this purchase.

    Buyback Offer: Additionally, if we are able to find a new home for the current door, we will buy it back from you at 50% of its original price.

    We hope this offer demonstrates our commitment to resolving the issue to your satisfaction. We know this situation isn't ideal, but we hope you can work with us as we are willing to work with you.

    Again, we apologize for any inconvenience and appreciate your understanding. We value your business and look forward to resolving this matter promptly.

    Best regards,

    Home Pro
  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    We signed 3 contracts on 6/19/2021; one for a roof, one for 7 windows, and one for siding/soffit/gutters; it was estimated to start on 10/16/2021. Financed the roof and prepaid 50% of the other two for $2850 plus $14050 with one check on 8/17/2021. The roof was completed within a couple months as quoted. Had been calling the office and leaving messages many times while waiting for an update or install date for the other jobs. We were eventually told windows were on backorder, and they didnt get installed until 9/7/2022. The installer was alone and luckily when a window fell it hit a soft item and didnt break, had to clean up broken glass and some smeared blood after he left. Wanted out of the final job but was told they wouldn't give our money back due to it being used for ordering materials. They started siding on 2/2/2023. Workmanship for the siding job has been very poor. The salesperson told us the gutter guards would be reused; they didnt and at a later date we found out that they will not be reused. The ****** board has defects: chips, dents, over cuts in corners; places the board has been damaged or not cut right. We have reason to believe it was not installed to code and asked for it to be inspected, despite now being prompted to make an eight final walkthrough. The edging board had the wrong color and had to order correct color and was installed on 4/18 and on 5/31. The caulking job on the edge boards are a mess and gaps are still visible. Siding covered my dryer vent (a potential fire hazard); had to cut the dryer vent open to use it on 3/8 from when it was covered around 2/18. The storage attic vent was installed 4/18 and fell off until reinstalled on 5/31. Our gazebo roof panels were broken from shingles and siding, landscape lights are damaged and missing, driveway has new cracks from dumpster in driveway, lawn is not recovering properly and dead spots from where they stored siding parts, and paving stones are cracked from them driving on them.

    Business response

    06/28/2023

    This has been sent to upper management. We're hopeful to find a resolution that helps everyone involved. 

    Customer response

    06/29/2023

     I am rejecting this response because: I have been trying to reach the owner for several months and have been in contact with the upper management to try and resolve this already. I have been informed of my rights from my lawyer to withhold final payment until the siding job is complete and to a satisfactory state. I have hired a certified house inspector that has informed of more repairs needed to meet the installation requirements of this siding job along with defects and fix the poor workmanship issues present. I have received your threating legal letter on 6/27 and will respond in kind. 


    Business response

    07/07/2023

    A team member has made contact and requested a copy of the inspection. If there are legitimate services we will 100% fix them. If something needs re done, we will re do it. This service is being overseen by the *** We hope to resolve any issues and move forward with closing out this job. 

    Customer response

    07/13/2023

     I am rejecting this response because: I have sent the inspection report and workmanship issues via email. Until a plan of action in writing is given (since the trust of verbal action has been broken) and attempt to lien is reconsidered, I will be leaving the complaint open. 

    Business response

    07/14/2023

    A plan of action will be put together and sent to the customer via email. 

    Customer response

    07/21/2023

     I am rejecting this response because: I have not received an email with a resolution yet.

     


    Business response

    07/24/2023

    We are getting the manufacturer involved along with the ******************************** to ensure the quality of the installation. We look to have a full report, resolution and action plan for correcting any necessary repairs in the coming weeks. This is not something that will happen immediately, we want to make sure we get it right.  
  • Complaint Type:
    Service or Repair Issues
    Status:
    Resolved
    I signed a contract with this company on Oct. 16,2021. A year and a month later Dec. 7, 2022 we finally had contact with the company for a start date. We were to receive siding, soffits, facia, gutters and a new porch for a price of $53,501.00. We gave them a deposit of $26,750 on Dec 7, 2022 with the balance due on completion. Work started December 26, 2022. On Jan 13,2023 I was told the job was complete. to my standards it was not. I had several things that was wrong and needed fixed. I was told that the little things did not mean the job wasn't complete and that I received what I paid for. The little things would be fixed but I had to pay the balance that day. So I paid the balance of $26,751. I am still waiting for the little things to be finished many messages have been sent and promises to complete them have been broken. Would love to have this finished and be done with this company. I feel I have been more then patient. I was told by a gentleman with the company that it was a good thing I didn't break my original contract (dated October 16,2021) with them because I would have been sued for the amount of the contract and I would have lost. Dates of text messages and pictures:1-13-23, 2-27-23, 2-28-23, 3-1-23, 3-4-23, 4-17-23, 4-21-23, 5-2-23 was the last date that the siding guy would be here on 5-3-23. As of this complaint on 5-3-23 @ 4:31 the worker has not showed up. They tore 3 of my screens on my windows and broke 2 of my bushes along the front of my porch. I have not complained about that or ask for reimbursement. All I want is my job finished.

    Business response

    06/14/2023

    The issues this customer had have all been resolved. 

    Customer response

    06/14/2023

     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.

    Thank you.
  • Complaint Type:
    Product Issues
    Status:
    Resolved
    My wife and I signed a contract on 9/27/2020 for siding to be installed on my home. It is now 12/12/2022 and nothing not even a phone call to us has been made. Throughout this time we have been the ones in contact with them only to get the run around. After a year we asked for our deposit and were told no due to parts being ordered. We then call a month later after another date of install was told to us and we were then told parts were not ordered. They still refused to refund us. We have been very patient and courteous while they were and are not. This business was referred to us and never again will I go to them

    Business response

    12/23/2022

    Management has been notified. We will look into this and contact you today 

    Customer response

    01/02/2023

     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.

    Thank you.
  • Complaint Type:
    Service or Repair Issues
    Status:
    Resolved
    Business with this company seemed fine at first - the salesperson was knowledgeable and very engaging. During mid-February of 2022 I signed a contract for new vinyl siding, two new windows, underhangs, and gutters to be installed. I was told the work would start during late May to early June to which I was agreeable. Eventually it was almost the end of June when I called and asked for an update as to when the work would begin. I was told that there were delays and the work would likely not begin until late July to early August.Once again, early August had passed and the work had yet to be done. This time I was informed that the work would begin late September to early October. Without failure it was delayed yet again and no one had been out to do the work until very late October - over 8 months after signing the contract. The installation went fine and the teams had all of the work finished in about 10 days. Not long after the work was finished I was told that an inspector would be out to check for any needed finishes. I met with a gentleman who did this inspection and said that he saw some areas that needed extra caulking. In addition the contractors left an outdoor electric outlet semi-exposed to the elements. The inspector assured me that they would be out shortly after to seal the outlet, put caulking where needed, and most importantly remove the many materials sitting on my driveway. The materials have been there for nearly a month now and despite numerous calls from myself and my girlfriend no one has been out to remove the materials or finish the promised repairs. In fact Home Pro has been impossible to contact - it always goes right to voice mail.

    Business response

    01/04/2023

    The issue has been resolved. 

    Customer response

    01/04/2023

     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.

    Thank you.
  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    It started in May of 2022 with the salesman bullied ** into signing a contract with him, he refused to leave, I said I wanted to think about it one night & let him know since it was a big purchase, he was rude & said if I didnt sign that night he couldnt give me the same ********** didnt want to come all the way back to our house for ** to sign contacts. He also was pushy that we put down a chunk of money. We would've had to call the cops to get this man to leave our home.We knew we needed a new roof soon, & after hours with this man, we decided to go ahead & sign a contract.He said it takes one day for their team to put up metal ************ would be at our house to put on the roof the first week of July.July came & went, nothing. Not a word from them, so I started contacting them, excuse after excuse, we were next on the list, then we are in ************* have heard we are next on the list for 4 months.We now have three leaks in our roof, one has completely destroyed my newly remodeled ********* ******* is a hole in my ceiling when it rains water comes out of my light ********* ******* bubbles are all down our walls, I have called repeatedly & expressed the urgency & no one cares.If they would have came when they said they were coming in July we would have had no leaks & internal damage in our house.I have begged them to give us our money back so we can hire someone else.Finally, after going on every social media available & complaining/writing bad reviews they show up & put our roof on. They showed up & demanded $4000 more or they wouldn't start, then stripped our roof off & left it bare for two days while it rained the whole time. Causing more damage to our ************** bathroom. Then they show up & even though our contract says we have 30 days to pay (it's been 2 weeks) & say if we don't pay now they are putting a lien on our house. They also are threatening to strip the whole roof off. The head roofer told ** this was his 1st roof in 20 years.

    Business response

    06/14/2023

    This customer has made many false statements and this matter has since been sent to legal counsel. 

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