Complaints

This profile includes complaints for Protech Roofing Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Protech Roofing Services, LLC

  9035 Jayson Dr Brooksville, FL 34613-6805

  
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  Protech Roofing Services, LLC

  PO Box 1114 Brooksville, FL 34605-1114

  

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:06/10/2022

  Type:Product 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.

  Signed contract on February 1, 2022. Promised start date was March 28, 2022. Actual start date was May 12, 2022. The crew finished what they could by May 14, 2022 because they ran out of shingles. They returned to finish the roof on May 24, 2022. I paid in full on May 24, 2022 plus $630 for claimed plywood replacement. I expressed my concerns to Norm O., Protechs supervisor, about the damaged EIFS and the ridge/hip caps having too much exposure. I also requested proof of the plywood replacement along with proof as to why they needed to be replaced. He siad he would get me the pictures. I have not seen any proof. He assured me that they have a EIFS repairman on call and it would be taken care of. On May 25, 2022, a man showed up to start the repair on the EIFS. He has not returned to complete the repair. (see attached photos.) On May 31, 2022, the inspector failed the roof because of too much exposure on the hip/ ridge caps, plus another area that did not meet code. I have not heard from Protech since the inspection. They do not respond to emails. I have attached photos of the EIFS damage and the partial repair. I have also attached the manufacturers installation instructions for the ridge/hip caps. According to that document, none of the caps were nailed correctly and the exposure far exceeds the maximum. I have attached photos of the ridge/hip caps as installed.

  

  Business Response

  Date: 07/11/2022

  Business Response /* (1000, 5, 2022/06/16) */ Mr. ****** had signed contract on 2/1/22 with an estimated start date of the week of 3/28/22 as stated on the contract. We informed him that the color he chose had an 8-10 week order time. He insisted on waiting for that color instead of choosing one that was available. We emailed over wood photos multiple times including 5/26/22. The reason it didn't pass county inspection is because Mr. ****** complained to the county inspector which at that time, they fail due to customer being unhappy & they try to avoid any confrontation with the home owners. I have provided a copy of an email from an Owens Corning Sales Manager that stated the roof is completed correctly to their specifications. We sent our repair guy out along with a stucco contractor ( which states in our contract that we are not responsible for stucco or paint of any kind ) and fixed the issues of concern at no additional cost to him. We have worked with Mr. ****** throughout the entire process and he would only respond via email to our superintended who is on the road all day and cannot check his phone/email often. We have completed the project according to contract and we have repaired the issues that were brought up to us.The last concern was the hip & ridge in which he claims is incorrect based off a drone photo even though the manufacturer has stated it is correct. Even with everybody that says everything is correct, we still told him that we would fix the ridge cap so he can be satisfied. We have attached our contract which clearly states we are not responsible for stucco repair or painting even though we took care of the stucco at no cost anyways. We can also provide all documents of wood replacement which is clearly stated as a unit cost on the contract signed by Mr. ******. Unfortunately it does not appear that Mr. ****** is not familiar with the contract that he signed, however he does have a copy and can feel free to read over to see what is included and what is not. We will be happy to continue providing any additional documentation, however we cannot attach anymore files to this response. We can however email to BBB or the homeowner if needed. We also have reach out to Mr. ****** in regards to changing his ridge cap and he has not responded back to us yet. At this point we have done everything that we are obligated to do and did additional work that is not included in the contract such as the stucco repair. If Mr. ****** would like to discuss us helping with some of these additional items, we would be happy to do so. Also, the picture of the facia has absolutely nothing to do with us, as we do not touch the facia and did not install any nails or do anything with it. All of these concerns were discussed with him multiple times and he was not satisfied with our response because he wants us to be responsible for items that are clearly not included in the contract. Consumer Response /* (3000, 7, 2022/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The estimated start date was 3/28 which was approximately 8 weeks from date of contract. So even if it was 10 weeks to start the project because of material delay, it should have began in mid April, not the end of May. No pictures or proof of plywood replacement were provided, ever. Just a promise from the job foreman. I did not speak to the inspector until he came down off the roof and told me the he failed the roof for the stated reasons. The contract may sate that you are not responsible for stucco repair, but that does not give you the right to destroy existing EIFS and not accept responsibility for it. I will file a complaint with the licensing board next if the items in question are not repaired and completed to my satisfaction. This companies inability to communicate in any fashion and the time for them to acknowledge and respond to a failed inspection is beyond my comprehension. I have been without the use of my pool since February when I had the solar heat removed. I obviously have been unable to have it reinstalled because of the delays caused by Protech. The fascia that was mentioned was damaged by the worker trying to remove tar and instead removed the finish. It is painfully obvious that the finish was rubbed off in the photo. Their unwillingness to make a poor installation correct, should be a signal as to their integrity and professionalism. A letter from someone who has not seen the project in person is nothing more than hearsay. That person told me that he has seen worse that has passed inspection. So am I to understand that they install and hope they get away with whatever way they want even if it doesn't follow the attached manufacturers install instructions? I have also attached a photo of the fascia in question. Business Response /* (4000, 9, 2022/06/17) */ We apologize for that delay, we apologized for the delay multiple times, and tried seeking alternatives to get the job done sooner. Unfortunately, there is only so much we can do; supply chain is backed up and only getting worse. We are constantly trying to adjust our business practices to work accordingly so this does not happen. Trust us, there is absolutely no reason why we would want to delay a project seeing that we take zero money up front and accrue all the cost up front. We are constantly trying to find shingles for jobs to keep our crews working. I understand you are upset about the stucco, but its thin stucco laid over foam with metal flashing behind it. It's almost impossible to keep that from cracking. Be it as it may, we still hired a licensed stucco contractor to repair the issues at no cost to you. We also included pictures of wood in the BBB response and an email to you from Norman in May with the wood pictures. We have been trying to correct these concerns with you, but you have not returned our call or responded back to our email. At the end of the day, we do everything we can to keep customers satisfied and as we stated multiple time that we will address these concerns. We cannot just show up unannounced and need you to contact us back to set up a day and time. We work with over 500 customers a year and have worked with 1000s over the years. There is a reason why we are rated highly on BBB and have very minimal complaints (maybe two). We always try to go above and behind for our customers and will continue to do so. Again, we will address these concerns for you if you can set up a day and time with the office. Thank you. Consumer Response /* (3000, 11, 2022/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Like I said before, I have not recieved any phone calls, emails or pictures from anyone at Protech. I am still waiting for the plywood info and pictures. I am still waiting for a final inspection. The eifs repair is unacceptable by any standards. I can be reached at any time at XXX-XXX-XXXX or XXX-XXX-XXXX. My email is *******@att.net or ***********@gmail.com. All of the items from this case have shown up in my email along with everyone else's emails. Protech has not sent any emails other than the last email from Norm O. showing the release of lien from the supplier for $10. Update.... I got a call from Joe (says he is one of the owners) this morning with a promise to make everything right next week. I explained all my concerns and he sounded sincere in his desire to make things right. Consumer Response /* (4200, 13, 2022/07/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I just recieved a call from Protech telling me guys would be out here on Thursday to take care of my concerns and the inspectors concerns. They said the inspection is scheduled for Friday. To date there have been 3 different people to repair the eifs and it still is not done to my satisfaction. I have been speaking with Joe, trying to get him tocome here to inspect the project in person rather than looking at pictures and listening to what the workmen tell him. He said said he would try to make it last week but I have not seen him or heard back from him. I explained to him and sent pictures of the roof after they repaired it and showed him why Iwas not going to accept the roof the way it was or the eifs. Until they have completed the project to the inspectors requirements and repaired the eifs and pait on the fascia they rubbed off, I will not sign off on the project. Consumer Response /* (2000, 16, 2022/07/08) */ The inspection passed today after Protech spent the day yesterday completing all the repairs. I am satisfied now with the project and consider this case closed. Many Thanks to Joe.