ComplaintsforIntegrity Pro Roofing

• Initial Complaint

  03/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On December 20th, Integrity Pro Roofing completed a roof repair at our residence, ********************** Our contract stated a minimum repair charge of $395.00, Additional Labor at $665.00- for anything over the first hour of labor and preparation involved, and Additional Materials not covered in the repair minimum, which was $300.00. The contractor arrived at 8:00 am, and by 8:35, he was packed up and back in his truck. The repair was completed in less than one hour. On December 20th, I received an invoice for $1,360.00, which included the additional labor charges for work that took over an hour. Around December 23rd, I spoke with an Integrity Roofing rep. to share my concerns about being overcharged. I was reassured someone would call me back after the holidays and to "not worry" about the late notices. I continued receiving email ****************** and made multiple attempts to speak with someone. I received one call back call. Finally, on February 14th, 2023, I called Integrity and spoke to *********************** to discuss the additional labor charges. **** confirmed that their "tracker" had the contractor's truck parked at our property for under one hour. **** could not explain why we were being charged for work that took more than an hour other than it was in our contract and an industry standard pricing. I explained I would not pay for work that only took 35 minutes. He offered me a discounted total of $1,125.00. There was also a portion of the roof that was not repaired and **** said they would complete it. The following day my wife sent a check for $695.00 and an email explaining we would not pay the additional labor charge since there was NO additional labor and we did not want them to come back. I was contacted via email on March 22nd that our remaining balance of $442.76 is due by April 5th, or a possible mechanics lien would be placed on our home. I want help resolving being overcharged by Integrity Pro Roofing and would like to file a formal complaint.

  Business response

  04/14/2023

  Hello **** -

  As we have discussed multiple times with you, our pictures, pricing, and scope of work were very clear on the contract that you elected to sign, which we have attached.
  If you had concerns regarding any of those items, they should have been discussed before you made the agreement and the work was completed.

  Out of professional courtesy we made a slight deduction to your agreed upon price because of your unhappiness, and we also waived late fees and penalties that were assessed because you refused to pay your bill. Once again you refused to pay even our courtesy amount, and even asked us to come back and look at a portion of your roof that was Not covered under the original scope of work. We agreed to come back, once again as a courtesy, but you then called and told us not to come back after all.

  As is our contractual right under the agreement you signed, we have returned your bill to its full amount including late fees and will now be sending you to collections because of your lack of payment. We wish this could have been resolved differently during our many email and phone conversations, but unfortunately that doesn't seem to be the case. 

  - Integrity Pro Roofing Team

  Customer response

  04/15/2023

   
  Complaint: 19637411
  
  I am rejecting this response because: The quote/contract I signed clearly states the additional charge of $695.00 is for work that is OVER the first hour of labor. I was on the premises when the contractor arrived and he was on our roof for 35 minutes. In our conversation with Integrity a representative confirmed, based on their tracking device, the contractor was at our property for UNDER one hour. Therefore, we are contractually NOT obligated to pay for any additional work, because nothing beyond an hour occurred. The companies response that $1300.00 for a 35 minute repair is an industry standard is unacceptable to us as homeowners. I fail to see how I am not following the quote/contract language when it clearly states the $695.00 is for any additional labor beyond the first hour of repair.
  
  Sincerely,
  
  *********************

  Business response

  04/28/2023

  Good afternoon -

  As per the conversation our Sales Leader *********************** had with Mr. ************************ all time included on our quotes includes drive time and time to gather and procure materials for our job sites. Time is not calculated from when we arrive on your property since we need to factor in the entire project cost.

  We take pride in the work that our team does, and since ****************** has also been involved in Trades, we were gracious in our decision to offer a small discount despite the agreed signed contract. Since that was not paid, and we even waived our contractual fees for late payment, we unfortunately have had no choice but to send this account to collections for the remaining unpaid balance.

  Any additional disputes can be discussed with our legal and/or collections team. We wish this had been able to resolved differently and we also wish the Sweeneys the best. 

  IPR Team

  Customer response

  05/01/2023

   
  Complaint: 19637411
  
  I am rejecting this response because:

  During my phone call with *********************** on February 14th, he made two points clear: 1) the contractors car was on our property for under one hour, and 2) our bill reflected industry standard pricing. I was questioning the line item for additional labor beyond the first hour of work at $665.00. **** checked with his boss about reducing our bill and returned to share a slight reduction in the amount owed, because I was a painting contractor. He never mentioned that our total job took three hours because it reflects time preparation time off our property (as shared in their response to the BBB). I am curious what occurred during these two hours to prepare for a 35-minute repair job and truly wish that this had been made clear during that call. My wife and I would have accepted the reduced price and paid our bill in full if that were the case.
  
  All my wife and I have asked for is an explanation of our bill. It is disheartening that as a consumer, I had to contact the BBB, a consumer advocate, and leave multiple one-star reviews before Integrity Pro Roofing explained the Additional Labor charges in a response to our BBB filing. At this point, I dont know what the resolution is, as Recovery Ace ****************** has contacted us and Integrity Pro Roofing is threatening additional late fees and a lien on our home. My wife asked for the President of Integrity to call her back and we were told it is too late for any conversation with Integrity because of the collections agency referral.
  
  This experience has been an absolute nightmare for us. I am a retired painting contractor living on Social Security Disability, and my wife is a retired educator. I understand contractor and industry pricing and we have never failed to pay our bills. Our fixed incomes leave us very little extra income each month, and our insurance did not cover the repair of our roof, therefore we felt obligated to ensure we received a fair price.
  
  Integrity roofing failed at communicating directly with us customers. At the very least, I would ask that Integrity cease with the threats of additional charges and the lien on our home. If a price negotiation is impossible due to the debt collection agency, allow us the ***** and space to resolve this with the debt collectors.
  
  Sincerely,
  
  *********************

  Customer response

  05/09/2023

   BBB,
  
  In regards to our complaint about Integrity Pro Roofing (Complaint # ********) we have resolved the issue with Integrity. This occurred after we received your email that the case was closed. In regards to the wording that might appear on your website, "This matter is now closed in BBB files, and will appear in the companys BBB Business Review as: Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied. We would like to request that the information shared on your website reflect that we did accept the resolution and are satisfied with the end result.
  
  Thank you,
  ********************* and ***************************
  

  
  

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