ComplaintsforPriority Roofing of Dallas

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I inherited the warranty for a roof that was installed by Priority Roofing in May of 2022. Long story short, the company did not appropriately install the shingled roof on my house and left an insulation layer which was part of the original rolled roof on the decking. The shingles were nailed into the insulation layer which ultimately caused my roof to leak in 3 different places (that I know of). I've been working with the company, and they have replaced the entire roof, and this time removed the insulation layer and put an ice/water layer down. During the course of this work, their crew pulled out the ventilation pipe connected to my hot water heater. The crew left and the vent was not put back in place. I called ************ and they had to turn off the gas to the hot water heater as my house would've filled with carbon monoxide until it was connected properly and sealed again. Currently, I have no hot water and haven't had it for several weeks now. I have tried contacting Priority with no response for compensation to have a plumber come out and re-light my pilot. As well, their crew was supposed to cover an area where rolled roofing had been put down with shingles that matched the rest of the roof. I would like Priority to pay for the plumber since they caused the issue with the hot water heater and finish the work on my roof. I appreciate them sticking by the warranty and replacing the faulty roof, but their work has been sloppy, and communication has been extremely poor.

  

  Business response

  05/25/2024

  We have addressed this situation with the customer, we addressed the concern, and made things right with the customer, customer is happy now. 

• Initial Complaint

  03/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When Priority Roofing began my roof replacement, I looked out of my windows to see their workers throwing large chunks of roofing debris off every side of my roof all at the same time. Chunks of shingles struck my neighbors car, which was parked adjacent to my house, on his driveway. Upon running outside, I again observed chunks of shingles and other debris being thrown from different sides of the roof without workers on the roof looking at where it would land. One employee was standing outside, when he was struck with a huge chunk of debris. Upon being terrified that someone was going to get seriously hurt or killed, I yelled for everyone to stop. I asked to speak with the person in charge, who was nowhere in sight, and non of the other workers spoke English. I was able to reach Priority Roofing Contractor, ***************************, via text, who contacted the site manager, and he arrived approximately an hour later. The manager insisted on completing the job indicating they could not leave the roof exposed, and he would remain on-site to ensure there were no further safety issues. He said that they do not use chutes, because of the added expense. In addition, Priority Roofing left roofing debris in my pool and about the grounds of my home. However, they refuse to pay for cleaning the pool or replacing the water. I contacted a roofing inspector to obtain an evaluation of the job Priority Roofing completed who indicated that it was sloppy.I declined to have Priority Roofing complete the replacement of other projects such as work on gutters, windows, screens, etc. based on their poor workmanship and unprofessionalism. Priority Roofing representatives are refusing to provide me with an updated revised invoice, as I am still waiting for it. They are also attempting to overcharge me an additional $1,450., claiming my insurance company only paid for painting part of my fence. Neither my insurance company nor I authorized additional painting outside of the what was initially agreed upon. I specifically provided *************************** with my insurance companys authorized estimate to adhere to before any work was done. I paid Priority Roofing over $23,600. for the initial work on the roof and was awaiting receipt of the updated invoice, and for the return of a supplemental insurance check from my mortgage company (as they are required to sign off on all checks), when Priority Roofing placed a lien on my house. Regardless of what they do, I will not pay them for work which they never did or I did not authorize, and I absolutely refuse to allow them to do any work for me ever again.

  

  Business response

  04/15/2024

  We have spoken to customer, we apologized for her experience and have done whatever needed to be done to address and resolve the concern, customer is now satisfied. 
  
  
  

  Customer response

  04/15/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Priority Roofing left a business card on my door as they were doing another job in our neighborhood. They gave me a free inspection that took a few minutes and they said yes, you do have some damage on your roof. Company Representative (*******************) came inside my home and instructed us to call our home insurance company and use a date for a storm that occured 3/1/2023 (almost one year ago). **** gathered the claim info on his form, and had me sign the bottom of the page. The insurance adjuster sent out an inspection company a few days later. My insurance company received that inspection report, and it took 5 business days to review the findings. On Feb 26th at 9am, my insurance company provided me with a tentative yes for replacement. I informed ****, and asked him to prepare his bid (as I would be getting at least 3 bids for my roof replacement- 7000 sq ft of roof). When I informed **** (Feb 26th at 7;45pm) that I would be getting additional bids, he responded via text with the following ( I have attached a screenshot of the text exchange): Well I hope since we are already under contract we can work together I responded with if another company has a better product/price, that contract wont mean anything. The next text from him was I understand completely, Im confident that Im going to give you the best quality roof, for the best rate. I replied with After that last comment about the contract, Im excluding your company from the process. His last message after that one to me I stand behind our work, and wouldnt ever let a contract do the talking,. I hope you keep us in mind. At the end of the day I just want to give you the best product. I only referred to the contract, because I felt we had a great understanding that I was going to make this thing happen. At the end of the day I just want to deliver my promise, have a good night

  

  Business response

  03/12/2024

  We apologize for the inconvenience. Our goal is to make sure we communicate and explain everything thoroughly and as best as *************** not hold you to the contract and allow you to move on and choose you feel like is the best fit.

  Thank you for reaching out.

   

   

• Initial Complaint

  12/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After a hail storm they came through my neighborhood knocked on my door soliciting business even though soliciting is not allowed. Like many homes I did have hail damage on my roof and fence. They gave me a free inspection with a drone that took about 10 minutes and they said yes, you do have some damage on your roof. Company Representative came back to home a few days later to speak with me and my spouse and said they would speak to our insurance company adjuster after they come out and do an estimate for an insurance claim. The insurance company adjuster came out walked on the roof and took pictures. The Priority Roofing Representative was on the ground with me and I never saw them talk with the insurance adjuster. I asked Priority Roofing for a quote and a contract and they said we have a contract. I told them my insurance company wants a signed contract with dollar amounts and full breakdown with estimates. They never provided the estimate and I said I will get a quote from someone else and the priority roofing Rep immediately began threatening over the phone. Later that evening they continued to threaten and harassing me with via text message and email, stating they are putting a lien on my home and take legal action to force me to pay a 15% fee to their company because I do not want them to retain them to work on my home. The work was never started, no materials were viewed or ordered by me and they never gave me an estimate with dollar amounts. When my spouse and I signed that letter we thought it was giving them permission to talk to the insurance adjuster during their inspection and the representative never told us about any 15% fee or about the 3 day cancellation. That information was listed on the back of the document no where near the signature line as required by law. These are very deceptive business practices and Priority never reviewed, explained, or told us about that form. That is not a contract. I want them to retract the threats.

  

  Business response

  12/06/2023

  Hello this is *************************** the ** for Priority Roofing for the **************************************. I have reached out to Mr. **** to resolve this issue. We have heard and listen to his concerns. We will not be charging him the 15% of the contract, and he is free to move forward with any contractor/company he prefers. 

   

  Customer response

  01/01/2024

  The company did contact me and explained that the employee that threatened me needed to be retrained, and apologized, stating thats not how they do business. They said there will be no charge and I can use any company I like basically the contract is void. They also offered me compensation as part of their apology but I never received it. Glad this is over and I hope they never do this to anyone else.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In August of 2023, a representative (****** Square) from Priority Roofing came out and looked at our roof. We decided to go with priority roofing. They put on our new roof on August 30, 2023, and we had ****** come out to look at our concerns about the roof they put on that very night.1.There was a hump in a section of our roof that should have been addressed at the time they were installing the new roof.2.They took the skylight glass off and put roofing paper over it and took weeks before replacing the glass for the skylight. When they did replace it, they tried to cut corners and went with a single-pane skylight. They had to order the correct double pane. That also took them about another 3 weeks. 3.****** said they would clean up their mess and the nails on the ground to this day I am still finding nails and their garbage on our lawn and landscaping, and I have pets that can get hurt from them. 4.They did not replace any of the drip edges and flashing during the installation of the roof.5.The shingles in one section of the roof are in rows and not staggered.6.Some of the shingles on the ridge vent are curled up and not flat. The ridge vents themselves are sticking up. They told us they would flatten over time they have not.7.Tar marks on the driveway from when they replaced the roof.When we tried to get the issues fixed with the roof, ****** told us that it would take some time because they had so much warranty work in front of us that got to get done first. When we called a couple of times or texted, he would be argumentative with us and come up with so many excuses. After about 30 days passed, I called the office to talk to the General manager to voice my concerns about our issues. They had people come out and fix some of the issues we had. To this day not all the issues we have are corrected. When they came out to our home to finally replace the skylight and chimney cap, they did not call to let us know they were coming out. We had to find out by looking and seeing if it was fixed or replaced. They couldve entered our home through the skylight if they wanted to because you can have direct access to my primary bathroom. They also left tar marks on our driveway from when they replaced the roof. I still find trash all over the place such as bottles, chip bags, and so many nails. They have yet to come out and clean that up. There is NO Communication!! After you say yes, you must take time out of your day to call your insurance company because they say that they cannot get ahold of anyone. Then we must call them to get the issues you are having with the roof they put on. The only time they contacted the insurance company was to put the certification of completion in when the work was not completed. Priority Roofing, they will tell you anything to get you to say yes to doing work on your home but will not deliver and do good work!

  

  Business response

  11/09/2023

  I met with the property owners son as well as spoke to the property owner over the phone. We are planning on coming out to make any and all necessary repairs on Sunday, November 12. 
  

  -Will- 

  Customer response

  11/15/2023

  We had a home inspector come out to inspect the roof and more issues were found. I will be reaching out to Will  in the couple of days.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  9/17/23 received unsolicited phone call from Priority asking to assess my roof for possible hail damage from the night before. I agreed, since there had been a hail storm. 9/18 ***** from Priority arrived and went up on the roof, made a bunch of chalk circles, and proposed I sign a contract with Priority to negotiate roof replacement from my insurance company. He wanted me to sign immediately. The contract would have committed me to allowing Priority to work on my roof and I would be obligated to them for up to my insurance deductible which is about $5,000. I declined to sign, and he left the contract with me to sign at a later date if I wanted to. I had 3 other roofing companies come assess the roof the following week, and all 3 of them stated there was no reason to replace my roof for many more years, and no damage that an insurance adjuster would consider to be needing repair or replacement. Priority appears to be running a scam of chasing storms and locking homeowners into unnecessary contracts for roof work.I also reported these details to my insurance company State Farm.Priority is not a reputable business from what I can tell, and I do not wish to have any further contact with them.

  

  Business response

  10/02/2023

  Hello I apologize your experience was less than exceptional. I've attached a few photos of your home and roof to see what the rep was seeing while he was on the roof. When we see that size damage to the gutters, vents, and shingles on that scale and magnitude we know it needs to be addressed. If other roofing companies have a different opinion than ours that's okay, we simply disagree. As for the contract it is common practice for us to have an agreement in place before we come and meet the insurance on the roof, that way we are now your advocate and contractor going forward. It would appear that was left unsigned as insurance was not called to come and look at the roof-so that makes sense as well. Priority is an honest and reputable company with thousands of satisfied customers that's why I'm personally reaching out to apologize if you felt anything other than concern for your roof and home. Please if you have any other questions or concerns don't hesitate to reach out to our office at ************. I sincerely appreciate your feedback and look forward to any opportunity to work together in the future! Thank you again.

  

  Business response

  10/02/2023

  Photos

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This issue involved an insurance roof replacement that took place between December 2022 and January 2023. . 12/6/22 - 12/12/22 - ****** came out to look at the gutters that were damaged due to incorrect storage (resulting in staining) and parts that had been left up resulting in them being broken.12/12/22 - 2/14/23 - Priority Roofing, ******, worked with Gutter King to get a quote for repairs. ****** did not have Gutter King or any other professional gutter company come out and make an assessment for repairs. 2/14/23 - Initial repairs by *************** and first in-person visual inspection by *************** after the removal and replacement. They stated the gutters were not properly re-installed and said they would send a quote for the additional repairs.03/22/23 - I forwarded the quote for additional repairs and explanatory information to Priority Roofing.3/23/23 - ****** said she would forward the information to her quality control unit. I did not get traction so I opened an insurance issue resolution case.Fast forward to July 21, 2023 when Priority Roofing agreed to "...to have a different gutter crew to handle this correction to assure the drip edge extends over the BACKSIDE of the gutters which they installed." *********** came out and had me pick out the drip edge extension color. Then they emailed the insurance company claiming that the work was not needed because the drip edge extended behind the edge of the gutter. They sent interior gutter pictures. WHAT? And they strangely propped up the guards. Currently - Still working with my insurance and their issue resolution team to have them complete the work. Unfortunately, I recently discovered ANOTHER workmanship issue. As part of the roof work, the popcorn ceiling and re-textured/painted the ceiling in my living room had to be removed due to water damage. It has starting peeling in multiple places. I'm sure I will have to chase them around and around for resolution for this issue as well.

  

  Business response

  09/20/2023

  My name is ***** and I am the General Manager of our ****** location. I am so sorry to hear your experience with Priority was subpar. I can assure you this is not the standard by which we normally do business. We will be reaching out to you directly to make sure we find a resolution for your gutters and interior that is in line with the higher standards by which we normally operate and one that meets your expectations. If there are any issues with the new resolutions offered, please reach out to me personally at ************. 

  Customer response

  09/30/2023

  I have spoken to ***** and ****** in Operations at Priority roofing. ****** came to examine the ceiling and gutters. They both have stated that they will repair the ceiling (requiring scraping, sanding, retesting, and painting) and they will put a wedge behind the gutters. This work has not been completed yet. Only the gutter work is scheduled for next week. However, they have failed to perform in the past. Therefore, I cannot state that the issue is resolved yet. 

  Customer response

  09/30/2023

  I have reviewed the business response and accept this resolution. I spoke with ***** and ****** from Operations, they have assured me the ceiling will be repaired (will take 4-5 days and include scraping, texture, sanding, caulking, painting, and a scaffold) and we are awaiting the subcontractors plan/schedule. They are scheduled to put a wedge behind the gutters next week. 
  

  I am a bit skeptical because they have scheduled work in the past and not completed it. However, I am hoping that they will actually complete performance this time. ***** seemed very willing to help and re-engage if I run into any issues. I really appreciate his offer and positive attitude. He says my past experience is not the typical way Priority Roofing conducts business and he will assure the quality. 
  

  Based on the BBB set timeline response requirement, I am marking this as accepted and resolved. 

• Initial Complaint

  08/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a roof done by Priority Roofing in June. I started the process back in March and asked for the price constantly. I said I didn't want to start the work until I knew what the cost was for the roof replacement. The **** *** said we have to wait to see what the insurance pays. I said the quote should be based upon what your company charges. Several more weeks go by and he finally gives me the amount of $16k over the phone so I said I am good with that price. They show up and I give him the check. He calls me later and tells me there is a balance of $5200. I said you already gave me the price and that's way above my deductible. He goes to his phone again and puts in some numbers and tells me it is was mistake and I owe ****. Then proceeds to tell me there is another check coming from the insurance company, but there wasn't. ** tells me the balance is still due of **** but he will take **** by the end of the week. I call the office and left a message after ** sends me a message threatening me with a lien and taking me to court. I let him know I called the office and he proceeds to call me ma'am to be disrespectful. After all of this, I still not gotten an amount in writing, only the verbal.

  Customer response

  11/09/2023

  I want bill closed for the agreed upon amount of ****** for the roof that was already paid. 

  

  Business response

  11/29/2023

  I spoke to the customer at 4:48 on 11/29 and talked about the issue. We spoke on the phone and apologize, We were able to resolve the issue, it was misunderstanding on payments, we were able to provide customer with a paid in full balance receipt and He is happy now.

  Customer response

  11/29/2023

  I spoke with ***** from Priority Roofing to discuss the complaint. He listened and asked questions for clarification. He was very understanding and apologetic for the situation reaching this point. I am more than satisfied with the outcome and accept the resolution. 

• Initial Complaint

  06/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had a team of inspectors from Priority Roofing (*******) show up to solicit for a roof inspection that could possibly be covered by my insurance through a claim. Normally I do no give my time and attention to people who just show up to my home trying to sell me a service, but this one time I gave them the benefit of the doubt. I allowed **************** to inspect my roof to see if there was significant damage, she had me sign what now is believed to be what some call a (ghost contract) which to my knowledge at that time I thought it was just a waiver to allow the company on my roof for an inspection. But now I realize its some sort of agreement of service/payment even if no work was completed by the company. After the initial inspection by the company I noticed that a few of my shingles were flipped over purposely which they were not before I let Priority on my roof. After a few weeks of missed calls due to my busy schedule, I find out a full claim was made on my behalf by **************** which I had no clue nor did I want a full claim filled, just a general inspection and quote. I was not pleased with how my roof was left after inspection by the inspector. I was contacted by the ******* GM and he denied any wrong doing making it seem like I was just making up a story for the sake of doing so. He offered no actual solution and said I needed video evidence or I'm just making blank claims. Then had the nerve to still try and sell me on a roofing service. I will not be doing business with this company and I want out of any contracts and or penalties for not doing business with Priority Roofing. I will definitely be using another contractor.

  

  Business response

  06/24/2023

  **************, 

  My name is *********************, and I am the founder/owner of Priority Roofing. Thank you for your feedback. The terms and conditions of the contract definitely should have been communicated better. I will also look into the situation thoroughly and do my best to find out exactly what happened during the inspection. We have pictures and thorough documentation on every inspection we do. We are very, very intentional about training each member of our team on the inspection process, and we are very adamant that we do not condone any type of action during the inspection beyond picture taking. However, I will look into it, and as a company, we will make adjustments as necessary. We are committed to 100% absolute integrity throughout every part of the process, and while we are a large, multi-location company, I fully believe with the right attention and focus on the details of each project, we can and will be able to uphold this commitment. 
  

  You have my word; you are not held to the terms of our agreement. You are free to use any contractor you wish to use. I apologize for the way we handled this whole situation, and I assure you, it is a learning experience for us that we are committed to growing from. I appreciate the opportunity to rectify the situation for you. While I am embarrassed to say that this happened at my own company, (at the end of the day, it does reflect back on me) I can say that we are committed to excellence and growth, and will absolutely use this experience as an opportunity to grow and be better in the future. 
  

  Once again, you are not held to any contract terms that you signed, and are free to use any other contractor to complete the work for you. I wish you the absolute best, and if there is anything I can do to assist you in any way, please feel free to call me personally at ************. 
  

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

  CEO/Owner

  Priority Roofing 

  Customer response

  06/29/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This roofing company installed a new roof under insurance coverage for hail damage in June of 2022 which failed the ************* inspection on 7/13/2022. (Permit 22-05052). A complete tearoff and reroof was finished by August 15, 2022. Continual problems with leaks and poor workmanship had the Ciy of ***** reinspect the second roof on 6/9/2023 and again issue a notice of Disapproval based on the poor quality manifesting after several thunderstorms with leaks appearing throughout the home and garage. The owner is ignoring his own workmanship guarantee by denying all leaks and claiming that sheetrock will take "months after months" to dry out and it is all related to the age of the house. His "contract" eliminates any responsibility for interior damage and he is content on letting the home suffer continuing damage to exterior soffits/paint, interior sheetrock, paneling, **********., while creating the potential for mold/hazardous environment indoors. He is ignoring the stated values of Priority Roofing, standard roofing practices/quality control, ************* Building Codes/Inspection, the safety of the occupants of the home, his own promises of accountability, along with a frivolous and uncaring concern to those who suffer continued damages by his actions and irresponsibility. Payments made in good faith to Priority Roofing total $14,476.37 (as of 10/22022. Roof will need replacement or extensive repair to correct errors/damage in installment, particularly improper nailing and lack of repairs to ongoing leaks. Owner has chosen to allow for ongoing damages to interior and potential threat to the health and safety of the occupants, while the mountings hazards warrant realistic and determined resolution. The owner does not feel secure in the home nor secure with the ability of Priority Roofing to render satisfactory and effficient relief from harm, both from a financial concern as well health. Pending legal action maybe necessary to ensure an accurate resolution.

  

  Business response

  06/26/2023

  An officer of the company will reach out to you directly to discuss remediation options. 

  Customer response

  06/30/2023

  I am rejecting this response because: Currently no resolution or complete assessment has been made regarding shingle manufacturers installation/nailing requirements, nail popups, nailing of drip edges using felt nails with washers (wrong nails), sealing of gaps with new boards at fascia, removal of turbine vent placed in area of rain runoff, water getting into soffits at different points, spotting on ceiling in living room, water getting onto decking on outbuildings, and sealing of loose shingles that are. gapped.

   

   

   

  

  Business response

  07/06/2023

  My name is ********************* and I am the owner of Priority Roofing. We have spoken with *********************, and have agreed to provide a refund to him for the total amount that he paid for the roof. He is in agreement with our decision, and is satisfied with the resolution. ****** has agreed to remove the complaint moving forward as it has been resolved. 

  Customer response

  07/07/2023

  I have reviewed the business response and accept this resolution. 

*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. ↩