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Complaint Details
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Initial Complaint
01/22/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Company was called to look at a metal roof that was leaking. The representative from the company went on the roof and took a number of pictures. I was told there was extensive hail damage on the roof and that he recommended filing an insurance claim. I asked him to send me an estimate for both a new metal roof and a new asphalt shingle roof. I never received the estimate and no further follow-up occurred. I called back a few weeks later. I left a message for the service manager **** ******* to return my call. The receptionist indicated that I had not signed an insurance form indicating that they could work with the insurance adjuster. I told them I was not going to sign a document authorizing them to do anything until I had an estimate for a new roof and the adjuster hade visited the property. After three days **** never returned my call. I called once again and finally got through to ****. I told him I had filed a claim and needed to have an estimate for a new metal and an asphalt shingle roof. I also asked him if he would agree to meet the adjuster on site to share his finding with them. He agreed that they would do so without signing an agreement for them to do the work. I asked my adjuster to hold off on visiting the property until I could coordinate with Holloway to have a representative present when he inspected the roof. Ten days have gone by and no response from anyone from Holloway. I have received no estimate after waiting for 5 weeks. They have induced me to file an insurance claim and then refused to provide any estimate after multiple requests. They have on several occasions asked me to sign a form authorizing them to work with the insurance company, thereby agreeing to have them install a new roof, without providing one estimate of the cost. I filed an insurance claim based on their advice now they refuse to provide an estimate or return my calls. Not providing an estimate while asking me to sign a contract is not ethical in my opinion. Show less
Business response
01/23/2024
Spoke to **** ******* and we have come to a mutual satisfaction on the above matters.Customer response
01/23/2024
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, **** *******Initial Complaint
11/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Deceptive&harassing sales tactics.Timeline is long due to nature of the roofing issue,lack of hard rain,and personal delay to save up more funds.First contacted Holloway for a leak that was infiltrating kitchen&bath during bad rain.****** ***** came and quoted both times we contacted them.When he came to access our leak the second time,he admitted to not knowing as much the first time & that he had been wrong about what he sold us.We told him because of a lack of rain we couldn't know it was still leaking until after 6mo warranty expired.We asked them to consider their mistakes and a possible discount on the 2nd repair.No discount given despite their mis-sell & admission of guilt.They followed up via email/text/phone so many times we found the behavior harassing and their actions absurdly unprofessional. *Documents/logs to support this complaint provided upon request* Original work performed 8/16/21, even though contract signed stated 7/12/21. Extended ridge vent and replace section of rake board. We declined $850 add-on quote to install a water shield at a roof transition. Approx. 8 months later, leak returned worse than before. 1/2023 Re-quote by Holloway. Told by Mr. ***** that the extended ridge vent and the previously proposed water shield were not necessary to stop the leaking, quoted replacing the bad patch and installing a new vent pipe collar. 3/6/23 we paid ****** ******* $1947.37 to replace the bad patch of roof, as well as replace the Holloway repairs to the rake board and siding that were done incorrectly, repaired around vent pipe, and generally reinforced other weakened spots over entire roof. They also confirmed the roof transition water shield and ridge vent extension were not factors in the cause of the leak.They were timely, professional, performed more than the scope of work agreed to. Now that we have had enough heavy rain events, we are confident their work has resolved all of our roofing needs and their service exceeded our expectationsBusiness response
11/20/2023
We've satisfied this complaint and the consumer has sent in additional messages confirming thisCustomer response
11/29/2023
I was contacted by James Holloway, my concerns were handled professionally and courteously. We reached a resolution that exceeded my expectations.Regards, ****** ***********Initial Complaint
04/22/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
In late January Holloway Roofing installed a new roof on our home in Harisonburg. A part of this was to repair damage from a tree that fell on the roof in November. This damage could be covered by insurance. When I initially discussed the job with Holloway Roofing, I was assured that if I opted for a whole new roof instead of just repairing the damage from the tree, that they would provide an invoice that detailed the costs of repairing the tree damage to the rood. I needed (and still need) this to file an insurance claim. I have called, texted, emailed, and written the owner about this. Whenever I have spoken to someone, they haver always been very nice on the phone and promised to send an invoice. Then nothing happens. I am sure in the past they have assisted others with insurance claims. Why did they ignore me? Please help me get a statement that I can use to file my insurance claim. I do not understand why this has been so hard as it will not cost Holloway Roofing anything except to show customer service.Business response
04/24/2023
We have reached out to the consumer and resolved the issue.Customer response
04/24/2023
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********. Very rapidly a representative reached out to me and has resolved the issue.This resolution is exactly what I desired and consider this complaint resolved. Regards, **** *****Initial Complaint
06/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I had a brand new roof installed and was I told I was going to receive a service that they didn't provide. It was supposed to be a no mess clean site job and none of the equipment to provide the service was used on the job. Also they threw away my gutter guards without asking or making me aware and then tried to charge me for new gutter guards. I have pictures and text messages of all instances and events that occurred. Please contact me with an email so I can send pictures as they were taken on separate phone and i believe files may be too bigBusiness response
06/09/2022
****** as mentioned per our conversation, we apologize for the oversight and mis-communication and we are happy you were willing to allow us to resolve matters.Customer response
06/09/2022
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** *******Initial Complaint
03/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I payed this company to install a new roof on my home they did not replace any wood like they where supposed to so they tore half my roof off to replace wood after trying to tell me it was good then they damaged a 500 pellet smoker in the prosses took forever to finish the job then maby 6 months later I find water in my attic and a hole in my ceiling they where promptly notified they are yet to do anything about it there is 2 different warrantys on the roof and they are not honering they only want to cut a hole in my roof to install a fan that I have to hire an electrician to wire up I am few up with this company the Forman talks crap on customers he accidentally sent me the message talking crap on me im about to go to the courts if I have toBusiness response
03/25/2022
We have contacted the homeowner. And fixed all requests. Power fan has been added to home to ensure proper ventilation. Resolving all issues. Foreman was addressed internally, for unsatisfactory management policies. Our main goal, is that all customers receive what they paid for.
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Get a QuoteCustomer Complaints Summary
5 total complaints in the last 3 years.
2 complaints closed in the last 12 months.