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Complaint Details
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Initial Complaint
08/04/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
We had our roof done in 2018. According to our paperwork, we should have a 50 year warranty. 9/20/21 our roof was leaking down the roof plumbing vents. It leaked all the way down to the basement. We called and the repair guy called 9/29/21 and repaired it. Seals apparently were done incorrectly. 6/13/22, bad storm happened and water was running down the pipe again. Called 6/14/22 and it was forwarded to the repair team. The repair team never contacted or came out. Called 6/23/22, told me again someone would stop out. No one ever came. I've called 4 or 5 times since then, and have not received any response back, or a repair technician to come to my home. Meanwhile, water is leaking into my house and causing damage to my ceiling. Procraft was great the first time I had a problem, but this time I've been incredibly disappointed in the service. They assured me someone was coming out to check on the problem, yet no one showed up or even called! I just want this repaired so my roof stops leaking.
Business response
08/11/2022
Spoke to ******* and explained to her we sent out guys out 2 x and the issue is at the soil stack/chimney coming in from the top. We provided ******* with a couple of places to call to help point her in the right direction. This, however, is not an issue with the roof.Customer response
08/11/2022
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. I did let the business know that I was not notified of the specific problem with the soil stack and not the roof until I filed the complaint, not after the guys came out.
Sincerely,
******* ****Initial Complaint
05/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 3-10-2022 we signed contract for new roof for $16005. This included tear off and new shingles, drip edge, flash where necessary, 50 year warranty, etc. also, on that day, signed addendum to rewrap front fascia board for $200. On 3-28-2022 a pro craft employee came out and rewraped the facia. That same day our original sales rep called and then came out and told us that the employee saw that we had shakes under the shingles so the price would now be $8000 higher. Because the shingles were already sitting on our house, the supplies had been ordered, and other reasons, we went ahead and signed new agreement. The roof was “completed” by 4-14-2022. We next contacted procraft on the 18th or 19th asking where all of our gutters and downspouts were. They informed us that the workers had “thrown them away” so they would be putting up new as soon as their machinery was repaired. That was completed around 4-26. The remaining issue is that they took off multiple layers of roofing, looks like approximately 5inches. They put all new wood and shingles, approximately 3 inches. Now there is a gap wherever the roof meets the siding. Looks terrible but more importantly, a gap for water to enter the house. When we talked to the foreman he said there was nothing they could do, that’s our responsibility because it’s our siding. Our original contract says “flash where necessary “. We believe that would include these large gaps where water can enter the house.Business response
05/23/2022
The gap that the homeowner saw was a result of 4 inches of roofing material removed from the home at the time of roof replacement. This became a siding issue and not a roof issue. Ed *****, Owner, looked at the job and fixed the siding issue at no charge to the customer to keep the customer's goodwill.Customer response
05/23/2022
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.
Sincerely,
******* *******
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.