Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:28/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I engaged Prorise ************** to upgrade my roof drainage system and paid an upfront amount of $1000. The total cost for the project was quoted as $1832.73. Regrettably, the company failed to complete the project professionally and left it unfinished, attributing it to increased costs from the original quotation. Despite acknowledging the mistake made by their site contractor during the inspection, the company chose to leave the project incomplete, rather than making a courtesy offer to find a workable resolution to their error. Their unprofessional approach was apparent, as they also neglected to clean up the mess they left on my property.To compound matters, I received an unauthorized invoice for $116 on June 25th, and my credit card was charged without my consent. The company did not provide adequate evidence of project completion, before and after pictures, or an explanation for the invoiced amount. Despite my attempts to contact them, they did not respond, forcing me to escalate the matter to the BBB for resolution or further dispute.The unauthorized credit card billing calls into question the company's claims of excellent customer service, professionalism, and ethical practices. They failed to provide evidence of what work was completed in relation to the invoiced amount and did not provide any update on the project status.As a customer, I believe I have the right to know what I am paying for, and my credit card should be charged accordingly based on the agreed quotation. Instead of providing updates on my project, I was unfairly charged a higher amount for a service I still do not understand. This is unacceptable and an unethical practice.I would request BBB to intervene to reach an amicable solution to resolve this unprofessional approach from this company.

  

  Business Response

  Date: 28/06/2024

  Hi ******,
  
  Thank you for speaking with me earlier regarding the recent transaction. As requested, I am providing a detailed breakdown of the items that were paid for and the work that was completed.
  
  
  Please find the following attachments and information:
  
  Invoice-Attached is the invoice outlining the charges and a detailed breakdown of the items and services provided.
  Completion Photos- You can view the photos of the completed work at the following link: **************************************************;.
  Completion Date- The project was completed on Friday, June 21st 2024.
  
  
  Additionally, I want to clarify the following points:
  
  The original signed contract amount was $1,832.73. As of now, you have paid a total of $1,166.55, which is stated in the attached invoice. Of this amount, $1,000 was the deposit, and the remaining $166.55 was billed recently. (Please refer to attached invoice for breakdown)
  The original contract amount was not followed because you chose not to allow us to install roof downspout extensions, and the original drain refresh was not possible to complete due to unforeseen factors. Therefore, we did not include these items and their costs in your invoice.
  
  
  We hope this information clarifies any concerns you may have. If you have any further questions or require additional details, please do not hesitate to contact me directly.
  
  
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21914531
  
  I am rejecting this response because:

  I have tried multiple times to reach out to the Prorise ********************* and left several messages to discuss a reasonable solution to the problem, but no one has bothered to call me back. Despite receiving an email stating that the account manager would call, I am still waiting. I have resorted to addressing my concerns through the Better Business Bureau (BBB) or any other legal channel available.
  
  I completely reject the information provided by Prorise ************** Firstly, the service they billed me for on June 21 for $166 was never part of our contractual agreement. I demand they refer to the attached service agreement. Any service provided should have been mutually agreed upon before being charged without consent. I consider this a fraudulent transaction.
  
  
  Secondly, the project was left incomplete due to an error in the assessment made in the proposed quotation. When the team attempted to finish the project, it was discovered by the company technician that the entire project could not be completed due to an original assessment mistake and a contractor error. I made numerous attempts to find a fair solution for completing the project, but the Prorise contractor claimed it was impossible. Only one assignment out of three has been completed, and the remaining cannot be finished. The whole project has been brought to a halt because the company is unable to complete it entirely.
  
  If Prorise cannot complete the project due to their own errors, they must find an amicable solution for their mistake, as I will have to hire another contractor to finish their unfinished tasks.
  
  I am proposing the following fair and reasonable resolutions:
  1. A refund of the $166 charged for a service not included in the contract, which was arbitrarily billed to me.
  2. Since only one assignment out of the four was completed, and I need to hire another contractor to finalize the rest, the compensation for assignment 1 should be reduced to $700 instead of the proposed $952. This amount should serve as compensation for the contractor's error, as I will need to hire additional help to finish the pending work left by Prorise's mistake.
  
  
  I request a timely response to this matter.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/07/2024

  Dear ******,
  
  Thank you for bringing your concerns to our attention. We take all customer feedback seriously and would like to address the points you raised in your recent complaint.
  
  1.Refund: We have refunded the $190 for the gutter cleaning service, as shown in the attached transaction receipt. This refund was processed promptly to address your concern, even if the gutter cleaning service was completed.
  2.Project Completion: Our team completed the tasks as outlined in the original contract. According to our records and the completion photo link provided in the invoice, the gutter repair and upgrade to a larger 3" drain on the south side were finished on June 21, 2024. The invoice (attached) details this work, which was billed at $921.00.
  3.Unforeseen Factors: The original contract could not be fully followed because you chose not to allow us to install roof downspout extensions, and the original drain refresh was not possible to complete due to unforeseen factors. These circumstances were beyond our control and were communicated to you during the project.
  4.Unreasonable Compensation Request: Your request to reduce the charge for the completed gutter repair from $921 to $700 is unreasonable. Our team worked hard to complete the tasks under the given constraints, and the amount billed reflects the work performed and agreed upon in the contract.
  
  We stand by the quality and completeness of our work. We believe we have fulfilled our contractual obligations and provided the services as agreed. If there are specific issues or further evidence you can provide to support your claims, we are open to reviewing them. However, based on our records and the information currently available, we maintain that the work was completed as required.
  
  We are committed to resolving any legitimate concerns and encourage you to reach out directly if there are specific issues that need to be addressed. Our goal is to ensure that all our customers are satisfied with our services.
  
  Thank you for your understanding.

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 21914531
  
  I am rejecting this response because:

  1.Refund: We have refunded the $190 for the gutter cleaning service, as shown in the attached transaction receipt. This refund was processed promptly to address your concern, even if the gutter cleaning service was completed.
  
  Customer Reply:
  I kindly request that you refer to the contract and specify where the gutter cleaning amount you have billed initially is quoted. The $190 refund I received was for a service that was included as part of the gutter upgrade project. The amount mentioned was neither a part of the separate billing item nor a separate service in the contract (please refer to the contractual terms). This seems to be a clerical error, as acknowledged by PRORISE office staff, and was promptly reversed.
  I have attached pictures showing the improper completion of the unwarranted gutter cleaning services, which resulted in debris being splashed all over the property.(Refer to the picture attached in the initial complaint.) I can provide you with the official complaint raised by the neighbours regarding the unprofessional manner in which the gutter cleaning was conducted. This issue was brought to the contractor's attention in an email along with accompanying pictures dated June 5, 2024, No action was taken. 
  
  
  2.Project Completion: Our team completed the tasks as outlined in the original contract. According to our records and the completion photo link provided in the invoice, the gutter repair and upgrade to a larger 3" drain on the south side were finished on June 21, 2024. The invoice (attached) details this work, which was billed at $921.00.
  
  Customer reply: Again, its a partial completion of the assignment - what about the other incomplete assignment? 
  Did the ProRise team put in enough effort to complete the entire assigned contract as outlined in the agreement? The invoiced amount of $921 only covers the work for the first part of the assignment, as per the entire contract, not just a portion of it. ProRise offered all three assignments for a total price of $1,832.73, and we agreed to the contract based on this. If ProRise only completes and bills in full for one assignment, leaving the other two unfinished due to their error, it is not acceptable. 

  I have to hire another contractor to rectify ProRise's failure to fulfill the contract completion terms. I believe I should be compensated for ProRises error in wrongly quoting the price, which left the project unfinished without providing a solution.
  
  3.Unforeseen Factors: The original contract could not be fully followed because you chose not to allow us to install roof downspout extensions, and the original drain refresh was not possible to complete due to unforeseen factors. These circumstances were beyond our control and were communicated to you during the project.
  
  
  Customer Reply:
  I want to address the issue of Unforeseen factors with the completion of the projects. If only one of the three projects is completed due to ProRises error of unforeseen factors, who should bear the damage? It's important not to consider ProRise contractors assessment quotation error as an unforeseen factor. 
  Should the customer, who relied on ********************* reputable assessment and quotation, be held responsible? 

  It's understandable that though errors can occur, ProRise should offer an amicable resolution to their mistake to breach the contract due to their shortcomings, which unfortunately hasn't been done in this case.

  
  4.Unreasonable Compensation Request: Your request to reduce the charge for the completed gutter repair from $921 to $700 is unreasonable. Our team worked hard to complete the tasks under the given constraints, and the amount billed reflects the work performed and agreed upon in the contract.
  

  Customer Reply:

  I want to address why I believe this situation is unfair for the customer. The error made by ********************** during the assessment needs to be resolved amicably. When no solution was offered, I had no choice but to contact the BBB for intervention. I had to hire another contractor to rectify Prorises mistake. If the contract is breached due to an error made by Prorise during the assessment and they only complete and bill for one assignment, leaving the other two unfinished, that is unacceptable and seems unreasonable to the customer.

  I am willing to proactively offer an amicable solution by requesting a 20% reduced amount of $921 as compensation for the rectification of Prorises error. This will help cover the cost of hiring another contractor to complete their unfinished project while the customer still has to pay at both ends.

  I fail to see how that is unreasonable.

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

  

  Business Response

  Date: 23/07/2024

  Dear ******,
  
  Refund: We appreciate your request to clarify the contract and billing for the gutter cleaning service. Please note that there are no clerical errors in our billing process. The $190 refund was for an additional gutter cleaning service, which was performed beyond the scope of the initial contract. This refund was processed promptly as a gesture of goodwill to address your dissatisfaction.
  
  Regarding the pictures showing debris, our technician, *******, provided a detailed account of his visit, emphasizing that he hand-cleaned the gutters and showed you the filled garbage bags. This demonstrates the thoroughness of our work. ******* also noted that you asked him to spray bleach on your roof, which he refused as it was not part of the contract.
  
  *******, provided the following account of the events on June 3:
  "I showed up at his house on June 3. Everything was wet because of the rainy weather. After knocking several times on the door, ****** came out through the garage door. After discussing the work order with him for about 10 minutes, he asked if I could spray bleach on his roof, which was not part of the work order, and I refused immediately. I cleaned the gutters by hand, ensuring not to blow dirt from the roof down. I showed ****** all the garbage bags filled with debris from the gutters, demonstrating the thoroughness of the cleaning. We then did a walk-around of the house together, and he did not mention any issues with the clean-up at that time. He later called me about a small gutter section that was missed because it was in the basement and hard to see. I was still on-site and immediately cleaned that section before leaving. That was the last interaction I had with him."
  We also have photos showing the condition of the property before we began our work, supporting our position that the debris was pre-existing.
  
  Attached is the updated invoice, sent out five days prior to your report to the BBB, which details the remaining balance and the services billed. This should provide clarity on how the charges were applied.
  
  Project Completion: We understand your concerns about the partial completion of the project. The ProRise team made every effort to fulfill the entire contract. However, due to unforeseen factors and your decision not to allow the installation of roof downspout extensions, we were unable to complete the original drain refresh. These circumstances were beyond our control and were communicated to you during the project.
  The invoiced amount of $921 covers the completed gutter repair and upgrade to a larger 3" drain on the south side. We have not billed for the incomplete tasks, and the total amount reflects only the work performed. We have always aimed to maintain transparency and fairness in our billing.
  
  Unforeseen Factors: We understand your frustration regarding the unforeseen factors that impacted the completion of the projects. However, it is crucial to clarify that the inability to complete the original drain refresh was not due to an error in our assessment but rather to external factors beyond our control. Your decision not to allow the installation of roof downspout extensions also contributed to this situation.
  We strive to provide accurate assessments and quotations. However, unforeseen issues can occasionally arise, affecting the project's scope. We regret any inconvenience this may have caused and are committed to finding a fair resolution.
  
  Our team worked diligently to complete the tasks within the constraints we faced. While we understand your position, it is important to note that the unforeseen factors were not due to any negligence or error on our part. We are open to discussing a mutually agreeable solution to address your concerns and ensure your satisfaction.
  
  We are committed to resolving this matter professionally and amicably. Please let us know how you would like to proceed.
  
  
  

  Customer Answer

  Date: 23/07/2024

   
  Complaint: 21914531
  
  I regret to inform you that I am unsatisfied with your services.

  While I understand that mistakes can happen, my experience with your company has not been pleasant, as I have expressed in previous correspondences.

  However, I have refrained from posting any negative reviews and have instead tried to propose an amicable solution to resolve the matter without any resentment. The partial assignment was completed, but not entire Project, and I had to hire someone else to finish the remaining tasks.

  Therefore, I kindly request a partial refund of 20% of the total cost.

  I hope you find this request reasonable, as I wish to avoid any further back and forth explanations that may be a waste of both our time.

  Thank you for your understanding.

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

  

  Business Response

  Date: 30/07/2024

  Dear ******,

  
  We regret to hear that you are unsatisfied with our services. We have taken the following steps to address your concerns:

  1.Refund for Gutter Cleaning: We promptly refunded the $190 for the gutter cleaning service, even though it was completed.

  2.Project Completion: Our team completed the tasks outlined in the original contract, with the invoiced amount of $921 covering the gutter repair and upgrade.
  

  3.Efforts and Communication: We have communicated the constraints that prevented us from completing the original drain refresh and downspout extensions due to unforeseen factors.

  
  Given these efforts, we believe we have fulfilled our contractual obligations and addressed your concerns. Therefore, we respectfully cannot grant your request for a partial refund of 20%.

  
  Thank you for your understanding and for providing us with the opportunity to address your concerns. We hope to have the chance to serve you better in the future.

   

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21914531
  I am contesting this response as ProRise ************** has not provided any amicable solution. Please let me know if there is an offer that we could work on to resolve the matter. If an amicable resolution is not reached, I will seek guidance from the BBB and may pursue legal action. Additionally, I am prepared to escalate this matter by filing a complaint with Consumer Protection BC, if ProRise does not provide a satisfactory solution. I want to ensure that as a consumer, my rights are respected, and companies fulfill their obligations.
  

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

• Initial Complaint

  Date:02/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid over $37,000 to have the exterior of our house painted. I had beautiful cedar shakes and they completely ruined them. I told them I wanted transparent stain and they said only semi-transparent was possible. When I chose the color the designer didn’t know the product would come off as solid. They didn’t think to try it on a corner first before spraying the whole house. When the painters started painting I saw it came off solid. I told them so many times I DIDNT LIKE IT! But they kept going. They painters kept insisting that the color will change once it dries but it didn’t. After the third day the painter admitted he didn’t know. Even the senior managers who came and saw the house said they didn’t know the stain would behave the way it did on this house. They offered to fix the problem if I pay more. They didn’t offer me any discount on the current job. Considering they made a mess that I now have to pay to clean that would have been appreciated. In the end they said - “*** ***** *** ***** *** ****** *** ** ** ** **** *** *** *******”. They could have so easily fixed this situation with a little bit of kindness and understanding.

  

  Business Response

  Date: 15/08/2022

  This is our response to your review for your residential home. I hope customers can read this in its entirety to fully understand the true outline of events.
  
  I am really sorry to hear you were not happy with how the stain colour turned out. At no time did you instruct our painters or your production manager to stop work. Our team would have stopped applying the stain immediately if this instruction was given. You mentioned you wished you should have said something to stop the work after the stain was applied and wish you would have done so. You admitted over our call that you made a mistake and regret not choosing a lighter and more natural looking stain. Your claim that you expressed deep dissatisfaction to our painters repeatedly is simply not true.
  
  To ensure all of our customers are happy with our work, here is the process our team takes. We include a free designer consultation with all of our exterior projects to ensure the correct paint or stain colour is selected. The customer must sign off on their colour decision prior to the work starting. This is an added extra step we take to ensure everyone’s expectations are aligned.
  
  Our designer met with you and provided a number of semi-transparent stain options. You selected and signed off on of the darkest stain colours offered on July 15. Your selected stain sample shown in the catalogue is identical to what was applied on your cedar shake shingles. ProRise did not apply a solid stain. The correct stain you had chosen and approved was applied – this is confirmed by our team and the paint manufacturer representative.
  
  Once the scope of work is complete, a Job Supervisor conducts a final walkthrough. If the customer is satisfied with the work, we have the customer complete a Customer Sign-Off Inspection Form. This form is presented to ensure that each customer is happy and satisfied with the work completed. This is an additional step that we take with pride to provide our customers with an opportunity to bring forth any final concerns/questions prior to signing off on this final document as it represents a stamp of approval. We don’t accept payment until this is complete to assure the customer is happy. Sara, you signed off on the Customer Sign-Off Inspection Form on July 26 and the job was deemed finished after payment was received on July 31.
  
  I was more than open to talk about a reasonable solution to re-stain your home with a different stain colour. This would have to be done in the Spring of 2023. However, you wanted me to cover this cost and I am not willing to do so as this is not at the fault of ProRise.
  
  Our team consists of both in-house employees and subcontractors. Our subcontractor teams work exclusively for ProRise. Our painters are full time experienced painters who have been working with us for many years. All of our team members' values, workmanship, and quality follows the outlined work specified in all contracts. Accountability is one of the company’s core values. There were no accountability issues here with our team. It is clear you did not hold yourself accountable with your colour decision.
  
  ProRise stands behind our work and will be accountable for any oversights. However, your change of heart in colour choice after the job is complete is not our oversight. You were expressing how happy you were with our team throughout the process. Only after you realized I wasn’t going to strip and re-stain your house for free did you alter your tone and ********** to write a negative review if we didn’t meet your demands. All of this took place during our follow up call on July 27.
  
  ProRise stands behind our industry leading and will be available anytime to service you if needed. I am open to talk about a reasonable solution to help change your stain colour next year if you still decide to do so. We truly value you as a customer and will continue to stand behind our work and be there for you despite this negative review.

  

  Business Response

  Date: 15/08/2022

  This is our response to your review for your residential home. I hope customers can read this in its entirety to fully understand the true outline of events.
  
  I am really sorry to hear you were not happy with how the stain colour turned out. At no time did you instruct our painters or your production manager to stop work. Our team would have stopped applying the stain immediately if this instruction was given. You mentioned you wished you should have said something to stop the work after the stain was applied and wish you would have done so. You admitted over our call that you made a mistake and regret not choosing a lighter and more natural looking stain. Your claim that you expressed deep dissatisfaction to our painters repeatedly is simply not true.
  
  To ensure all of our customers are happy with our work, here is the process our team takes. We include a free designer consultation with all of our exterior projects to ensure the correct paint or stain colour is selected. The customer must sign off on their colour decision prior to the work starting. This is an added extra step we take to ensure everyone’s expectations are aligned.
  
  Our designer met with you and provided a number of semi-transparent stain options. You selected and signed off on of the darkest stain colours offered on July 15. Your selected stain sample shown in the catalogue is identical to what was applied on your cedar shake shingles. ProRise did not apply a solid stain. The correct stain you had chosen and approved was applied – this is confirmed by our team and the paint manufacturer representative.
  
  Once the scope of work is complete, a Job Supervisor conducts a final walkthrough. If the customer is satisfied with the work, we have the customer complete a Customer Sign-Off Inspection Form. This form is presented to ensure that each customer is happy and satisfied with the work completed. This is an additional step that we take with pride to provide our customers with an opportunity to bring forth any final concerns/questions prior to signing off on this final document as it represents a stamp of approval. We don’t accept payment until this is complete to assure the customer is happy. Sara, you signed off on the Customer Sign-Off Inspection Form on July 26 and the job was deemed finished after payment was received on July 31.
  
  I was more than open to talk about a reasonable solution to re-stain your home with a different stain colour. This would have to be done in the Spring of 2023. However, you wanted me to cover this cost and I am not willing to do so as this is not at the fault of ProRise.
  
  Our team consists of both in-house employees and subcontractors. Our subcontractor teams work exclusively for ProRise. Our painters are full time experienced painters who have been working with us for many years. All of our team members' values, workmanship, and quality follows the outlined work specified in all contracts. Accountability is one of the company’s core values. There were no accountability issues here with our team. It is clear you did not hold yourself accountable with your colour decision.
  
  ProRise stands behind our work and will be accountable for any oversights. However, your change of heart in colour choice after the job is complete is not our oversight. You were expressing how happy you were with our team throughout the process. Only after you realized I wasn’t going to strip and re-stain your house for free did you alter your tone and threatened to write a negative review if we didn’t meet your demands. All of this took place during our follow up call on July 27.
  
  ProRise stands behind our industry leading and will be available anytime to service you if needed. I am open to talk about a reasonable solution to help change your stain colour next year if you still decide to do so. We truly value you as a customer and will continue to stand behind our work and be there for you despite this negative review.

  Customer Answer

  Date: 16/08/2022

   
  Complaint: ********

  
  There are multiple points here that I don’t agree with the response. However we have spoken in person and though the issue isn’t resolved we have come to a mutual understanding. They have provided a 10% discount and will provide a free power wash next year. 

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