ComplaintsforSuperiorPRO LLC

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  January 2023 - contracted with SuperiorPro to repair stucco chimney which was leaking water through the roof and down my walls in the great room. Work was completed in the February/March timeframe, which seemed to address the original leak problem. December 2023/January 2024 we experienced water leakage again. It seems that the work SuperiorPro did addressed the first problem but created another more serious problem in our roof. Numerous emails and phone calls went back and forth between SuperiorPro and me regarding issue. Photographic evidence was supplied which clearly supported my claim and the lack of quality by the supplier. They eventually pawned me off to their insurance company as they tacitly agreed that they did create a new problem. Their insurance adjuster documented the claim, but then noted that the subcontractor used by SuperiorPro had their own insurance and settlement would have to come through them. Long story short - my roof is still leaking (ongoing for six months) and there has been no movement by neither insurance company, and SuperiorPro seems to have washed their hands of the whole issue. This is NOT the kind of service I expect from a BBB "A" rated company. Any assistance you can provide in getting proper redress on this issue would be most appreciated.

  

  Business response

  05/17/2024

  We share in the frustrations that ************** is having with how long the resolve is taking with the insurance claim.  We filed a claim with this insurance company as soon as the customer notified us of the issues, as required per Georgia law.  Our Carrier Builders has been working with **** the sub-contractor carrier to complete claim.  I have sent another email to my carrier to get update on the findings from their insurance adjusters and inspectors.  Unfortunately,  I can not speak on behalf of the insurance companies or the regulations around the finalizing of claims, as I am not in that industry.  All I can do is file a claim for work we were not contracted to do having caused damage and let the industry do as they do and determine fault and pay out claim if there is one.  We are doing everything we legally can to push the insurance companies along in this with little success.  Not sure what more I can do other than what we are doing and notifying insurance companies of customers concern with damages and losses. 

  Customer response

  05/20/2024

   
  Complaint: 21721732
  
  I am rejecting this response because: of inaccurate information stated by supplier - see attached letter with details.
  
  Sincerely,
  
  ***********************

  

  Business response

  05/20/2024

  We filed claim after inspection on the 17th of ********** ************* company.  I understand that two weeks may seem like a lot for the insurance company to get out, but this depends on time of year and number of claims.  Nevertheless, a claim has been filed and both the customer and I agree upon that.  They have been in communication with the customer.  The customer is not accepting the findings of the carrier.  I have no control over this.  I have filed the claim of damage as I am to do.  The carrier determines damages, liability etc.  I have spoken with the insurance company at the end of last week, and the denial letter of coverage was received by My carrier.  They stated they were going to call the customer to discuss next steps.  I can not legally discuss insurance matters on behalf of insurance company, nor do I know as much of what is going on as he does.  I only get case open, denied, or paid.  If the customer has not heard from the insurance company in regards to the claim, I am more than happy to reach back out them. 

  Customer response

  05/20/2024

   
  Complaint: 21721732
  
  I am rejecting this response because: SuperiorPro accepted ******* money to complete a job, but in the process they or their agents created the current problem.  As far as I am concerned, SuperiorPro needs to STAY actively involved with the Insurance to ensure that timely communication is achieved and that a satisfactory resolution is provided to me, the injured party.  I understand that SuperiorPro cannot discuss insurance matters on behalf of the ****************** however they do have a duty to have a duty to engage the ***************** to move towards resolution.  I signed a contract with SuperiorPro and provided ******* renumeration for a specific a task.  Execution of that task resulted in new problems which is the basis for this claim.  At the end of the day, SuperiorPro is the responsible party not the *****************.  I expect SuperiorPro to stay on top of this with their ***************** to ensure a speedy and complete resolution.
  
  Sincerely,
  
  ***********************

  

  Business response

  05/29/2024

  I agree that SuperiorPRO will follow up with insurance company and ensure we are doing our part to communicate, follow up were needed.  Please understand that we are not licensed insurance adjusters or licensed engineer.  We however have filed claims to provide coverage if in the event we are liable, and to ensure that a thorough inspection is done in determining fault.   However again No one here can speak to this as we are not a part of the insurance industry or privy to the details of the findings.  We are only made aware of the outcome.  

  Customer response

  06/05/2024

   
  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 at this time as there is now positive movement by SuperiorPros' insurance company.  However, I reserve the right to reopen this complaint if the insurance company does not make me whole with regard to the original complaint.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Superior Pro installed window in our home...of which we have had nothing but problems. It is 100% a product liability case and a completed operations case. I have requested their *********************** information 3 times. The windows are Weatherlock, which were supplied by ******* Windows, which were then installed by Superior Pro. We have had 1 window explode, of which they replaced. It wasn't the glass, but the raising and lowering mechanism. Later, several of the windows have lost their seal, and the vapors are escaping causing crystals. They have ordered the sashes, but now we have to replace them at our cost??? Well guess what, no one will touch someone else's work, because of liability issues. So I can't find anyone to complete the work. We also have had a leak above the window since the install, and they refused to fix. So we had that fixed at our expense too. Told us some story about how we have to replace the caulking every year...that is a bunch of ****...and we all know it. Now, we have had another window mechanism explode, and the piece missed my face by centimeters!!!! These are the windows they suggested and they sold to us. So if this is an engineering issue or installation issue, it needs fixed. The Statue of Repose in GA is 10 years, and we are well within that ***** We replaced 20 year old widows that were FINE!! We just wanted to update the home...and it has been nothing but issues with them. I have tried being kind and courteous and patient...and that isn't working. Now I am seeking your help, because we can't afford to obtain an attorney at this point in time! We just want them to do the right thing and stand behind their product and their work!!! I have all of the pictures and communications in email to send, but they won't attach below. Large amount of communication.

  

  Business response

  07/17/2023

  Customer damages were deemed by the manufacture misuse of product.  

  
  

  SuperiorPRO purchased window for customer a while back to resolve the issue.  

  
  

  The same issue has happened again, and Supplier got the replacement sashes at no cost to homeowner even though the manufacture declined.  

  
  

  We have since filed and insurance claim for the damages with our insurance company and they are working to resolve the issue with the customer.

  
  

  Thank you

  Customer response

  07/17/2023

  This was not, and is not misuse.  These windows are huge, I am 5'0" and couldn't "misuse" them if I wanted.  They haven't even seen the second issue, and fixed the first, which happened when we were ON VACATION!!!  So misuse is a load of "I am not looking out for the customer".  I have had one phone call from their carrier, and no resolution.  We will see.

  

  Business response

  07/19/2023

  I don't know what more SuperiorPRO can do.  The customer understands that it is and as she states 100% product related issue.  We agree with that statement.  However, we are not a manufacture of product nor do we claim to be.  The manufacture, distributer and our insurance company all have been notified.  There is an open claim on our insurance in regards to this as well.  Customer was provided a copy of the insurance.  On June 20th 2023 we emailed customer a copy of the insurance.  Our insurance company called us because she called them to file a claim.  They are dealing with this at this point if it is a installation issue or damage they determine caused by us.  We have given the customer the contact information for the manufacture, suppler and everyone involved.  We are an installation company and not reliable for manufacture defects.  We however do support our customers by trying to support in warranty claims of the product.  We also offered customer to do the work for labor costs.  She did not want that and said she wanted nothing to do with us.

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I replaced my gutters and siding (that I had for almost a decade) with Superior Pro in order to upgrade my house. 2 years later I have damaged soffit ?(they put in) caused by the gutters THEY installed. There explanation was I should have cleaned out my gutters more often. They installed a panel that trapped debris causing it to pile up and damage the siding. I spent over $8000 with this company on gutters and siding. Two years later, Im worse off than I was with the previous gutters/siding. And for them to come fix the soffit, they want another $3000.

  

  Business response

  03/29/2023

  Upon inspection it was found that shingles at the gutter and in the valley were broken or missing.

  There was also visible water in the valleys as shown in the picture attached.

  Our determination is that the water is entering before reaching the gutter because of the missing shingles and ice and water shield as required per code.

  We advised customer to get roof repair company as we do not repair *********** replace entire roofs.

• Initial Complaint

  03/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  * Installer came to my home and stated the windows that were measured for my home were not measured correctly. The windows were the incorrect size. 2/15/2022. * The installer returned on 2/21/2022 to install * Installer left without stating completion of the project. I looked up and he was gone.* ***************** about noise windows on 2/22/2022 * Project Manager came out to address the noise from window 2/22/22 * *** company there should have been a walkthrough on the date of the installation, but this did not occur. Stopper for Sash on the right side in the master bedroom is not functional.* There is a resonating chamber producing a continuous sound coming from the windows. The presenting sound is that of noise one would hear inside of a subway tunnel. * The outside casing around the window is not sealed. *The windows on both contracts (salesperson and project manager) were for 31 X 59 and the windows installed are 31 X *****. *A second project manager came to the home on March 4, 2022. He could not present documentation contrary to the size of the window requested. The project manager stated customers don't see the actual size of the windows being ordered. (See attachments for the size of the window from the salesperson and from the size changes made by the project manager. The "*************************** ENTIRE COMPLETE SuperiorPRO Contract" is the document presented by the salesperson. The *************************** SuperiorPRO Contract Addendum (Windows) is the document presented by the project manager who ****** stated should have measured the window for the specifications to be sent. **Noise has been so bad that I had to sleep in my car parked in my garage.

  

  Business response

  03/07/2022

  Superiorpro sent out a different Project Manger the second time to assess the customer complaint and help identify what the issue is but was told by the homeowner the window size is the wrong size and there is nothing he can fix. The project manager didn't feel welcomed and had to leave the house. I followed up with an email to the Homeowner on  3/4/2022 to try to describe the way we measure and how she might feel like the window size is the wrong size and if we can go back out to try to resolve the issue. Maybe there was a misunderstanding but the project manger didn't tell her the window was the wrong size. We contacted the homeowner again on 3/7/2022 and thankfully she allowed us another chance to try to go out and inspect and take care of anything that needs to be fixed. This time we are sending a project manager with more than 30 years experience with windows to help rectify this issue and make the customer happy. 

  Customer response

  03/10/2022

   
  Complaint: 16843991
  
  I am rejecting this response because:

  A visit to my home is scheduled with Superior Pro on Friday, March 7, 2022. However, it will not change the size of the windows installed in my home. This is the third project manager sent to my home. The size of the windows installed are still  31" x *****" instead of 31" x 59" as shown on both contracts.
  
  Sincerely,
  
  ***************************

  

  Business response

  03/18/2022

  Sorry for the delay on this response. We did go back out to the homeowners home and address all issues. She have made her final payment and I believe everything is good to go. I will reach back out on Monday to follow up. Thank you

  Customer response

  03/29/2022

   
  Complaint: 16843991
  
  I am rejecting this response because:
  This issue with the windows has not been resolved. They did offer an explanation for why they reduced the size of the window from the size on the contract. However, it is my belief that this change in the size resulted in gaps  allowing noise to be transmitted. A double pane laminated window should have reduced the noise from the roadway better than the single pane windows I had. It can only be the gap due to the size incorrect size of the window. This noise continues to be an issue.

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

  

  Business response

  03/30/2022

  I have attached information from ******** discussing whistling of windows and how to correct the issues.  We have been to the home and corrected these problems per the customers responses to us.  She has paid for the windows and now has complaint about amount of noise coming thru these windows. If you review the contract submitted by customer, you will find that there are no glass upgrades from our standard window option.  She is mentioning laminated glass, which is a hurricane glass option or the sound and security glass option.  (same glass).  We never discuss this, advertise this or even have any information about this option.  We have put together a quote for customer on what additional cost to upgrade to this type of glass would be, if she is interested in this.  As for as the measurements being the cause of noise, I have attached how to measure per another organization to show the standards in the Window replacement industry.  When installing anything into an opening, hole etc., the item must be smaller than the opening to fit.  Manufacturing tolerances are only within 1/8 of an inch and require an expansion gap to allow for material expansion rates different from those it ties into.  This prevents glass from cracking and breaking under pressure.  I am not sure what more we can do to make the  noise outside of home to store entering.  We do not advertise windows being sound proof.  Nor does ********.  The Sound Transmittance glass only blocks up to 43% of noise per ********.  This is dependent upon the type of windows in home prior to the installation and that all windows are replaced.  Keep in mind there is more wall than window.  Noise is from vibrations in the air and on surfaces.  Some surfaces can amplify the noise (cones) and some can reduce noise.  

  We have still been in communication with customer trying to offer every solution possible to solve her problems within reason and product ability.

  Customer response

  04/04/2022

   
  Complaint: 16843991
  
  I am rejecting this response because:
  I contacted the company the next morning, February 22, 2022 after installation. I have documentation to support this and all communications with the company. This is not a now issue but an issue I presented the next day. I provided what I thought as a reason for the noise and I understand what the company is saying regarding why they changed the size. The windows were ******** **** and the documentation provided to me stated the ******** **** are laminate windows. After conducting my on research by emailing ******** directly and one of their suppliers, I learned there was another product. So, I made a request regarding this product for the master bedroom. They are correct that I have requested a quote for the window because of the noise. I made this request on March 24, 2022. I contacted them again on March 26, 2022. I was willing to pay for this as I indicated in my email. I have not received this quote as today, April 4, 2022 at 6:00 PM. 

  We are at an impasse. I can only pray that they will honor their warranty for the windows they installed. 
  Sincerely,
  
  ***************************

  Customer response

  04/06/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  ***************************

• Initial Complaint

  09/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had some stucco damage related to landscaping(soil etc) on the stucco. We hired Superior to repair the bad stucco. To do that they had to dig down and expose the stucco below the surface. I was working from home when the crew came out. It was somebody from SuperiorPro who came out with a team of 3 workers (none of the workers spoke English, only Spanish). The English speaking person came out with the 3 workers and left before they started working. They started digging (deep into the ground), one of the workers came to me showed me that he sliced through some wiring, they disconnected gutters, unplugged the garage door. The Results: Our outdoor lighting no longer worked. Our deck lighting no longer worked. Water leaks in our garage and basement (we now have mold). We complained to the company about the damage the crew had done, the representative said "Prove it". We had just bought the house a little over a month before the work was done, everything was working and no leaks.

  

  Business response

  09/16/2021

  Business Response /* (1000, 5, 2021/09/07) */ This is the first of hearing this. There has been no phone call from customer in regards to theses issues. The customer we were contracted with does not have this name at this address. The Customer who hired us made the final payment on this job 11/19/2020, at that time they were happy with the final results of the project. Not sure how this took almost a year to find these issues out, nor why we have no call log of this customer or number on file.

• Initial Complaint

  09/03/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I signed contract #DWXXXXXXX on 14 July 2021, for $3045.00, and paid a 50% deposit of $1522.50. The contract stated that the work would begin in 2-8 weeks. I have been ignored since then. Today is 03 September 2021 and they have still not begun or even scheduled the work. Today, they have requested an additional $200 in a contract addendum because they made mistakes in estimating the work.

  

  Business response

  09/30/2021

  Business Response /* (1000, 5, 2021/09/08) */ Customer added areas of the home to be painted that where not specified in the agreement. We confirmed with him the areas of home to be painted because this was a different situation, being the customer supplied the paint. He already painted portions of his home and wanted us to do the other areas that he did not paint. He signed the adjustment and scheduled the installation for the end of the month. Not sure why there is this complaint other than there was confusion around the expectation. It is rare for customers to supply paint, and even more rare for customers to partially paint their home and wanting us to complete. Please understand in any situation like this, we were not on site managing to know what was or was not painted by customer, therefore, mistakes can happen when trying to understand and document what exactly is to be painted. Consumer Response /* (3000, 7, 2021/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) My desired resolution is for job completion, not further excuses. Business Response /* (4000, 12, 2021/09/17) */ Customer has already been scheduled for installation on 9/27/2021. Consumer Response /* (4200, 14, 2021/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Stating that finishing the job is now planned does not resolve the issue. The desired resolution is simple - finish the job. I'm paying for performance, not planning. However, since I have completely lost confidence in this contractor, perhaps the better solution is to return my $1522.50 and terminate the contract by mutual agreement. I will agree to that, if the money is very promptly returned to me (eg, within 3 business days). Business Response /* (4000, 16, 2021/09/20) */ A check in the full amount paid in deposit has been issued to the customer per their request, refunding them and canceling the contract per their request. This check has been placed in the mail.

*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. ↩