ComplaintsforHome Pro Roofing, Inc

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted with Home Pro in April of 2021 to put a replacement roof on my 17-year-old home. The quote included removal and reinstall of the existing gutter topper that prevents debris from getting in the gutters. Roof was replaced with Malarky shingles to my satisfaction and invoice was paid in full 6/7/21. The work included a 10-year workmanship warranty. In June 2024 I noticed that second floor gutters were overflowing during rainfalls. I used a ladder to climb up and determine the problem. I found that the entire north side of house second floor gutter topper was not reinstalled correctly and in fact wasn't even fastened to the gutters with screws. This allowed debris to get inside the gutters and block downspouts. I contacted the owner ********************* and he agreed to stop over (after multiple texts and calls) and look at the issue. On 6/28/24 he stopped by climbed the roof and agreed that the reinstall was not performed properly. He promised to make it right and would have a crew over to fix it in a reasonable time frame. He said they would work around existing jobs and try to schedule it when weather might impact their installs. Essentially this would be filler work when they couldn't do normal work. After several weeks of no additional contact, I have called and texted **** multiple times and he has failed to return calls or texts asking him when he would get the repair done. I am very disappointed that he is not honoring his warranty and promise to fix the issue.

  Business response

  07/30/2024

  We were having trouble contacting the homeowner to schedule this. We are very sorry for the delay in correcting that portion of the gutter topper. That particular area is on the back 2 story portion of the house gutters. Everything else (roof and gutter toppers, including house front 2 story and garage), was installed correctly so this area was an oversight.
  We have already contacted the homeowner and are meeting there tomorrow morning, 7-31, to correct the issue. 
  We want the customer to be happy and satisfied. Again, we are sorry for any delays on our part.

  Customer response

  07/31/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. Contractor showed up 7/31/24 to remediate issue.  Gutter topper position was adjusted and fastened down.  I visually inspected and asked the contractor run water across it.  It appears to be functional. Additional confirmation will take place when I can see how it functions during a normal rainfall.  The contractor asked me to call him if there are any further issues identified during a rainfall.  I appreciate the help of the Better Business Bureau in getting this issue resolved.
  
  Regards,
  
  *********************************
  

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We purchased our home in 2017. The roof on the house and the out building was only a few years old and came with a warranty through Home Pro Roofing, Inc. The Warranty clearly states it is transferable to new owners.( This house has a Mansard roof and is a roofers nightmare. However, it was paid for in full by previous owners. Soon after we moved in, we noticed shingles falling off of our out building. Contacted Home Pro and we were honestly impressed with kindness and willingness to resolve the issue. We submitted a warranty claim through the shingle company and it came back saying it was faulty install. He offered to give us check for one section of the roof.. (this is the South side of the out building). $1000 check was paid and that part of the roof is now longer covered under the warranty. Summer of 2020, we had a few more shingles falling off here and there on the house and the out building. I called Home Pro. Again, He was so kind and willing to address the issue. A crew showed up and took care of the shingles. Spring of 2021 more and more shingles were falling off the front of the house. I called and left voicemails on his cell, text messages, He stopped over once while were not able to be home and another time we made sure we would be home because he said he would come at 3:30pm. 3:30 pm we get a text saying he had to pick up his child from school. He did ask when he could come back and have a face to face conversation. Out of frustration, we did not answer his text for a few weeks. since then it was been near impossible to get ahold of him. We did trust that he would come and take care of the roof but now we are not sure what is going on. Currently we have about 15 Shingles off the front of our house and it looks terrible. Been Unsuccessful at reaching agreement to resolve it. Would like to come to an agreement over the phone or face to face. It is hard to do that when we cannot get a response to phone calls or Texts Messages.

• Initial Complaint

  10/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our roof installed about a year ago. We made it through the winter ok and then the mudroom started leaking. The main reason for having our roof done when we did was to be able to finish off our mudroom. It now leaks during certain rain storm through the nail holes. We have sent numerous emails, left voicemails with their answering service and on ****** voicemail at the number he gave us. To his credit he did stop by once to look at it and I showed him the vidoes of the leaking happening. He gave me this great "treatment plan" to flood it out and see where it leaks, told us to clean the gutters that seemed to be clogged(gutters they installed and we have not had issues with clogs previously), and that he would be back to do those things. HE HAS NEVER BEEN BACK. We have Ring cameras so if he had stopped we would see. I also WFH. We also notices we have three shingles that are now bowed up. WITHIN THE FIRST YEAR. We purchased ***** Corning Shingles so this shouldn't be an issue.

  Business response

  10/08/2021

  We are very sorry about this issue. The customer contacted us on 10/07. We spoke with the customer and made arrangements to come back today, 10/08. We were at their home this morning to resolve any issues. Hopefully everything is satisfactory. Again, we are very sorry for any miscommunication earlier in the year. 

*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. ↩