ComplaintsforHippo Roofing, LLC

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9 april 2024 roof started I told them the size of the plywood on my roof the morning they were starring the job and they tried to cut cost and install a thinner plywood not replacing what was there thickness causing an issue second they did the drying inspection and then failed to get another inspection after they cut my roof OPEN AGAIN to replace the wood that they FAILED to replace correctly the first time.They also did not take pictures or get a second dry in inspection which should have been done as well.Issue 2) They also DAMAGED a water line for my house (city water sprinkler system) and the only reason I got water that night is because I scheduled somebody to fix the problem I got a text message the following morning asking if it was fixed.Issue 3) they lost a piece of my soffit. My soffit has yet to be fixed (8 DAYS SINCE THEY HAVE FINISHED THE ***** we have a hole in it with the chance of ANIMALS being able to NEST in my ATTIC. They gave me a verbal price to fix all of my soffit and fascia because THEY DAMAGED. Took a week to give me the quote and it was three and a half times higher than what they told me and agreed on. All in all they do not care about the customer they care about their bottom line and their profit the reason the water was such an issue is because they expect the roofers their technicians to fix it without it being their problem as the company. Now I still have a problem that I DID NOT have before I hired them and THEY ARE NOT WANTING TO FIX IT CORRECTLY BECAUSE IT WILL mess with their bottom line.

  

  Business response

  05/10/2024

  We apologize for any error on our part.  Roofing is major construction and lots can go wrong.  Residential plywood decking in our area is  most always referred to as 1/2 inch and on rare occasions it can be a tad thinner or thicker for various reasons.  Your decking was a bit thicker, but in no way replacing it with 1/2 plywood was a cost savings effort.  Although 1/2 plywood would work just fine in the small area on your home, you are correct that we should have replaced it with the exact same size which I understand we have done.  Unfortunately, a bit of debris did hit the brittle sprinkler line that I understand we offered to repair.  Luckily, you neighbor came to the rescue whom we paid.  In order to install your roof it was necessary to work with your soffit and a small piece was lost or damaged.  We did not respond quickly because we were looking for a product match.  Per our production manager, this problem has now been resolved.  The confusion over the pricing of the new soffit you requested had to do with the total footage quoted.  Communications is often the biggest issue in construction and we work hard to provide great communications.  Apparently, in this case, we fell short and we do apologize. 

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company: Hippo Roofing, LLC Date of transaction: 10-23-23 Amount: $23,469.20 Product: New ************** Hippo advertised 100% financing through P.A.C.E. program with a company named Fortify. The program was advertised on their website, as well as radio advertisements at multiple times per day for Hippo (on radio station **** "the Beach"). THIS FINANCING OPTION DOES NOT ACTUALLY EXIST. They also advertised a "complimentary" wind mitigation report.On 12/27/23, Hippo advised that Fortify "refused to release the funds" for the project and that we needed to get alternate financing asap or pay in full asap. We later discovered our county entered Resolution No. ****** on 8/2/22 terminating the **** Program specifically for single family residential properties; and (more importantly) in 8/2022, the *********************** notified contractors via certified mail of the resolution giving the contractors 90 days notice of the termination.On 1/15/24, I told Hippo Roofing, LLC of our discovery(ies) and asked for a discount due to their false & misleading tactics and deceptive advertising. I also advised we had no choice but to dip into our retirement accounts to pay the invoice and needed time to access the funds. On 1/18/24, I provided the owner, ***************************, a copy of the ******************* to contractors by the county office, & a screenshot of their Blog falsely advertising the **** program. ********************** emailed response refusing a discount.On 1/26/24, ********************** emailed he would put a lien against the house. On same date, we paid the invoice in full from our retirement accounts -- BOTH of which will result in NEGATIVE TAX CONSEQUENCES TO US. TO DATE, Hippo Roofing, LLC is STILL advertising the **** program as a viable 100% financing option, and still has the Blog on their website dedicated to this program as a financing option knowing that is not, in fact, a financing option. They also never gave us the wind mitigation report.

  

  Business response

  01/27/2024

  We regret that Hippo and this client were impacted by the statewide issue between the state that authorized the **** program and a few municipalities that do not want to service the **** program.  This dispute is to be settle at trial 2/2/24.   Hippo would never intentionally mislead clients and position themselves where they could not get **** financed and completed jobs paid upon completion. Actions of this nature would easily put a company out of business and would be foolish from both a reputation as well as financial standpoint.  

  In life and in business one cannot see everything clearly or, even coming at them. We are, roofers, not attorneys and can not hired attorneys to check out all the "what ifs" in life that appear to be a wise choice.   This was the situation with the widely used **** program designed to help citizens of ******* that mostly could not obtain financing for their needed or insurance company demanded home improvements.

  We apologize that this negative financing event happened statewide without notice to contractors or clients.  It is most frustrating to all and we hope the matter is settled 2/2/24.  

  Wind mitigations are ordered and paid for by Hippo post job completion and total payment.  We will verify these events have happened and order a no cost wind mitigation that will be scheduled with the homeowner ASAP.

  Again, out apology, that contractors, including us, and homeowners, including yourself, were caught up in this matter.  

   

  Customer response

  01/27/2024

   
  Complaint: 21205239
  
  I am rejecting this response because:

  Hippo continues to take zero responsibility in their own wrongdoing of actively advertising a 100% financing that was not - and IS STILL NOT - actually currently in place, since it was banned by Brevard county 18 months ago! Hippo (& this Complaint) was provided with a copy of the county ordinance banning the program, as well as the letter sent to contractors in Brevard county. It was Hippos responsibility to ensure they are/were in compliance with the county ordinances at all times and they failed to do so.  Beyond that, Hippo CONTINUES to advertise this program on their website and on the radio multiple times per day. And all we got, as their customer, was a finger-point to someone else, with zero responsibility for their own behavior (or lack thereof). Our issue is not, and has never been, with Fortify. Its with Hippo and how poorly they treated us.

  If Hippo was truly sorry, they would  

  a) not continue to place the blame on others, b) discontinue advertising the program that is not currently viable, c) have not attempted to place a lien against my home of over 17 years for failing to pay them ASAP, and d) AT THE VERY LEAST, offer a discount for the detriment we have endured. 
  
  -*****************************

  

  Business response

  02/14/2024

  We regret the homeowner remains unsatisfied.  It appears that the complex legal issue around the **** program is very confusing to some.  The February 2, 2023 trial on this issue is complete and hopefully the summary below furnished by Fortifi will shed some light on the overall problem as follows:  

  
  Dear local business ******** of ****************** wanted to write and update you on legal proceedings related to the **** program. As you may know, a legal dispute between the ******* **** ************** (FPFA) and a number of states attorneys, tax collectors and counties in ******* has forced FortiFi, and other providers, to halt funding of ************* in certain affected counties.
  
  The crux of the dispute is over what is called a judicial validation which is when a judge gives final approval on revenue bonds that provide the capital for **** financing. When a Leon County Circuit Court judge gave final approval on the $5 billion in FPFA revenue bonds in late 2022, the judge also authorized FPFA to operate statewide, rather than in select areas..
  
  FPFA informed FortiFi of this ruling and we began doing what we do offering financing for **** qualified improvements. Our trusted and valued contractor ******** hard-working people like you began work over the course of 2023.
  
  But when it came time to collect payment from homeowners via assessments on property tax bills as laid out in ******* statutes some tax collectors refused, leaving FortiFi, contractors and homeowners in limbo. Please understand: while this is a legal dispute between FPFA and those government entities, FortiFi is still negatively impacted. To wit, the decision by tax collectors to refuse to include assessments on tax bills forced FortiFi to halt funding in certain affected counties.
  
  Then, 10 months after the judges judicial validation ruling, a number of states attorneys, tax collectors and counties filed a motion, seeking to have the judge invalidate the Judicial Validation. That motion was heard on February 2nd, and the judge dismissed the motion as to three of the states attorneys and ordered all parties to file written closing arguments by March 2.
  
  We want you to know that we are using significant resources to urge the parties to resolve this dispute so that assessments are included on tax rolls. We share your frustration that this has dragged on, and we are aware of the negative impact it has had on local businesses and the homeowners they serve.
  
  We urge you to reach out to your local county commissioners and tax collectors and share with them the negative impact their actions are having on you and your customers.
  
  ***********************
  VP, Sales
  *******************

  Compensation to the homeowner is not the responsibility of Hippo and therefore will not be granted.  We, as a company, had no wrongdoing within the **** program and have equally been impacted. 

  Our apology for our unsuccessful good faith effort to provide financing. 

   

   

  Customer response

  02/20/2024

   
  Complaint: 21205239
  
  I am rejecting this response because Hippo continues to justify their own bad business practices by hiding under the complex legal issues involving **** and Fortify.  I am an attorney and am neither confused or overwhelmed with the legal proceedings. My complaint has nothing to do with those proceedingsIt is simply about how Hippo handled it and how poorly they treated their customer under these circumstances. Ive already gone into great detail what that entailed and wont repeat myself for now what has to be about the 5th time and simply add the company STILL (as of 30 seconds ago) is advertising the **** program on their website despite these problematic legal proceedings. That is false & misleading advertisements, period. Im done with the back & forth. I will not be satisfied at all - ever - until Hippo accepts some responsibility on this. 
  

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

• Initial Complaint

  10/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hippo Roofing replaced my roof July 25th. During the installation process, there was a heavy rain storm. The roofers failed to properly tarp the room which resulted in water gushing into my house on both days. I spoke to the supervisor at the time and he assured me that Hippo Roofing would replace any damage and it would be fixed to its entirety. I had to call multiple times to get someone out to paint the ceiling. The first week he said he was going to show up and never did. Called the company again and he came out the following week which was September 8th. He did a paint test in my garage and I asked him how he knew if it was the same color in the house. He said "a painter would never use two different colors." I let him know it was painted at two different times and he said its absolutely the same color; it was not. I texted him to let him know and he said to give it a couple days to dry. I texted him two days later letting him know it was two different colors. He said its actually the same color, but over time the light has changed the color so I just had to deal with it. I told him this was not acceptable and called Hippo Roofing again and spoke to Mona. She was able to get Angel to reach out to me again. He said he would be here either Thursday or Friday. He never showed up and texted me that he would be here on Tuesday. Tuesday he texts me that he won't make it till Wednesday. He finally shows up on October 4th, over two months from when the initial job was done. He does a horrible job painting, not even getting the sides of the ceiling and says he can't do the hallway because its not part of the initial job. It is all one connected ceiling and this is not acceptable. The ceiling needs to be painted and fixed because it was never damaged in the first place.

  

  Business response

  10/20/2023

  We apologize for this matter!  Despite best efforts from time to time water intrusion does incur in the roofing business particular in the case of continuous, hard, wind driven rains.  In this case, as I understand it, water caused a ceiling stain that needed to be repainted and we responded to this need slowly as a painter by contract had to be obtained.  He did a poor job of communications and did not provide the level of workmanship expected by us or the client.  Accordingly, we have located another painting service to address what needs to be done.  This work is tentatively scheduled for next week.  

  Once again, thank your for your patience and understanding!

  William L. S********* President

  Hippo Roofing, LLC

   

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reported to Hippo the attic fan, quit working, also flashing above the front door and the front kitchen window did not meet the gutter and water damage had occurred due to their negligence. They came out and fix the fan, admitting that the company that they used was a bad company and now they are using a different company for their attic fan. The first time the person said it should not be a big deal to do this small of a job. I never heard back. I tried working with them through numerous phone calls and complaints Before contacting Better Business Bureau, I have made three attempts to resolve this with out, having to file a complaint. Each time someone would come out look at the problem and tell me they would get back to me. One of the phone conversations, the female in the office told me that I should have purchased their gutter program. (there is nothing wrong with my gutters ) When they came to give me the roof estimate, gutters were never discussed. I did not even know that they sold gutters I gave them a one star review, because that seems to be the only way that they react from my experience in doing business with them. it would be an easy fix. A meeting I could have done it myself, but I did not want to void the warranty. And they continue to ignore me. Therefore, I am turning to the Better Business Bureau to help me resolve this problem. If they had reacted and completed this simple fix when I had contacted them, there would not be this major damage from water going underneath the roof. This is the third time I have had a quality with their work. The day that they ripped off the old roofing day, one of the project. That evening, it rained and causing major damage to my kitchen. The only way I was able to solve that problem was by giving them a one star review on a different review platform. I get took over a year to get all that damage taken care of him and it was not a good job. When they finish the job, they did not clean up. I did it myself.

  

  Business response

  03/07/2023

  In our opinion Mr. ********* has been a very difficult client seeking to use review services such as the BBB and Google to accomplish personal goals as well as financial gain.  In 2018, per the attached, we entered into a settlement agreement with Mr. ********* in an effort to close relationships with him in a most fair manner.  He has breached that agreement and this has now become a legal matter wherein we may seek to recover $25,000.00 and legal expenses per the contract between the parties and attached hereto if there is any further negative activity by Mr. *********.  It would be inappropriate if we would comment further.  We regret Mr. ********* is a dissatisfied client.  We ask the BBB to reject this complaint on behalf of Hippo Roofing, LLC and past harassment by Mr. *********.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2017 Met with Hippo Roofing Salesman- Tim F** - who was excellent. It was pre-hurricane and we signed up for 26,842.00 Resawn Shake roof and advised can change color in office if needed. We decided to change color and did so in office 9/13/2017 with uploaded proof to Mohave Tan with the changed initialed by staff. Day of installation- advised Hippo it was the incorrect roof, told foreman incorrect roof and had friend on site advising it was the wrong color. Foreman checked with office and advised it was the correct roof and proceeded. Error laid in the front desk who checked off on change but never adjusted in computer system. At that point conversation from Hippo stopped even after our numerous attempts by phone and texting. No one had conversation with us and even left the attic thermostat with no interaction. Attempted contact on numerous occasions and never heard back. Only response was notice of intent to file a lien. At that point insisted on meeting with Tim F** and showed up in our home and showed him the written proof of the wrong roof and he offered that perhaps a reduction in amount owed but not the full 2442.00 but his manager not going to go for the full amount. Sent certified mail that at no time did we say we would not pay for the roof but it was not the correct roof. We had refinanced our house since and never had a problem so assumed it was a mute point until we just refinanced our house again recently to find out their was a lien on the property. At this point remove the lien or complete the job.

  

  Business response

  04/01/2022

  Business Response /* (1000, 8, 2022/03/01) */ We regret it was necessary to place a lien when the client failed to pay their invoice in full or resolve any difference. Obviously, there are two sides to every story and this matter remains open for discussion by appointment with our General Manager who will be glad to help. Please call 321-951-2500 for an appointment. We apologize for any misunderstanding and stand by to help resolve any concern.

• Initial Complaint

  10/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a Hippo roof that was installed in 2013. Last year 2 of the ventilation fans that were also installed then stopped working. Hippo replaced one of the fans,both were under warranty. Hippo said there was a miscommunication and only one fan was ordered and they would see about ordering the second one. I've called at least three times to see if they intend to replace the fan. I keep getting the excuse no one is there who can help me and they never call back. I need to know if they still intend to replace the fan.

  

  Business response

  10/12/2021

  Business Response /* (1000, 5, 2021/10/12) */ The client's major concern is with a defective solar fan covered under the manufacture's warranty. We sold the fan as we did the roof covering, but the product itself is covered by the manufacturer warranty, not Hippo's labor warranty. An example of like kind would be a car dealing selling a new vehicle, with the warranty on the vehicle itself provided by the manufacturer, not the dealership. Setting the above aside we did address a solar fan issue as a client courtesy because the manufacturer did not honor their warranty. It was our intent to address a second fan free, but the parts were simply not available until approximately 10 days ago due to product manufacturing shortages. We believe our client has filed a complaint against the wrong party and we understand the confusion. We will therefore extend our willingness to complimentary address the problem at hand as soon as the complaint against us is corrected to be against the manufacturer, ***** ******. We will reserve inventory to address the solar fan problem until the end of October awaiting confirmation that this complaint has been corrected. We apologize for the misunderstanding and any shortcomings by ourselves. Consumer Response /* (3000, 7, 2021/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I didn't know the warranty arrangement on the ***** ****** fan as described in Hippo's response or that the first fan replacement was a complementary install. Hippo scheduled a date, showed up, and did the install on the first fan. Commendation to Hippo. It is to their credit that they did the complementary install. I don't have any warranty information on the original ***** ****** fans. So I am uncomfortable with Hippo's request that I file a complaint or modify the complaint on the second fan to directly name ***** ******. I would not be able to intelligently discuss the warranty in possible communication with ***** ******. Hippo's response describing the issues obtaining the second fan and reserving one for me resolve most of my issues in my complaint. I think most of the issues I had were just basic communication. If we can agree on a tentative date for install I'm good with withdrawing/closing this complaint. Or leaving open for glowing reviews after the install if better. Business Response /* (4000, 9, 2021/10/16) */ I will advise our warranty technician to contact you the first of the week to arrange replacement of your other fan at no cost to you. Once complete you can remove your complaint. My apologies for the misunderstanding! Consumer Response /* (2000, 15, 2021/12/13) */ I have filed a complaint ******** with Hippo Roofing. They have completed the repairs I requested in the complaint. I am satisfied with the results.

*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. ↩