ComplaintsforPROCO Roofing, LLC

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My experience with ProCo Roofing was far from satisfactory. A couple of years ago, they redid our roof, and we were assured it was covered under warranty. However, after experiencing a roof leak following recent rains, I contacted their project manager for inspection. Initially, he seemed willing to address the issue, suggesting fixes and scheduling a worker to come out.However, my hopes were quickly dashed when, two days later, the project manager informed me that, despite our warranty coverage, the company would not address the problem. He cited vague reasons about excessive weather conditions and blamed the design of our home for the issue. Regardless of such claims, one would reasonably expect a roof not to leak under any normal circumstances.Upon his suggestion, I reached out to one of the owners of ProCo Roofing for clarification. The owner outright refused to honor the warranty, insisting on charging me for the repairs. Despite my insistence that the leak was clearly a roofing issue covered under warranty, the conversation quickly devolved into hostility. The owner resorted to derogatory language, labeling me as "entitled" for seeking resolution for a problem covered by their own warranty.In frustration, I mentioned my intention to leave a review of my experience, to which the owner responded with a threat of legal action. It's disconcerting to see a company fail to stand behind their warranty commitments and resort to aggressive tactics when faced with legitimate customer concerns.Despite assurances from the project manager that the leak would be fixed under warranty, the owner's refusal to honor this commitment demonstrates a profound disregard for integrity and accountability. It's evident that ProCo Roofing prioritizes profit over principles, undermining the trust and confidence of their customers in the process.I would like for the roof issue to be addressed properly to weather all climate conditions with reasonable expectations.

  

  Business response

  06/27/2024

  The individual who posted this complaint has been extremely hostile and unwilling to listen to our project manager and one of our owners regarding the situation. We responded to the original complaint of a leak. After investigation, it was determined that the leak was not coming from the roof, but was actually caused by the design of how the roof ties into the brick wall. From the information I have, we offered to redo some of the flashing on the brick wall at cost. The customer refused. That's where things stalled out. There appears also to be an issue with the downspout placement and how it might enable water to back through the flashing on the wall. We are still willing to do this repair at cost with no profit to us, however, the homeowner will not listen to us.

  Customer response

  06/28/2024

  Complaint: 21652924
  
  I am rejecting this response because:

  The project manager came to the house to check out the roof and agreed on the warranty claim said he would schedule a worker to come out to fix the issue and then after a few days once he had a chance to speak to one of his superiors he comes back and says that they would not cover it as part of the warranty. He then had me speak to his superior who also happens to be the one of the owners of the organization who happened to be extremely rude over a phone conversation and kept screaming during the call and called me entitled for trying to claim the warranty on the roof leak. They then provided a quote for solving the leak issue and that its not covered as part of the warranty. The warranty documents have already been attached with the original complaint. They had redone our roof a few years ago and a bare minimum expectation from a roofing company is to have no leaks from the roof. If there were an issue with the design of the home I would have expected that to be called out as part of the warranty documentation that was written up by them when they did the roof. This company just wants to evade insurance claims and continue to extract funds from its customers for something that should addressed as part of the warranty. 

  
  Regards,
  
  **********************

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