Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Proliance stopped by my house, offering to check my roof for hail damage, to which I agreed. A few months went by, and I heard nothing. Then, they called me and asked about the status of the claim. I told them I assumed we were not moving forward because I had not heard anything. So, they sent me a letter accusing me of breach of contract and demanding a sum of money. I informed them I had received nothing from my insurance company. So, rather than contacting my insurance company and confirming what I had told them, they sent me to a collection firm. I contacted my insurance adjuster, and I was told a check was issued several months ago. It was apparently lost in the mail and has since been avoided. Also, the amount they are demanding is 60% of the check I did not receive. Their alleged "contract" states they may collect 30% of money paid by my insurance company if they are not hired for the job. What a scam. Attempting to extort money from me for making a phone call to my insurance company for a claim, which I could have done myself. I'm being harassed over the phone, my credit is being threatened, I've been falsely accused of breach of contract, and they are attempting to collect twice the amount to which their paperwork indicates they may be entitled. All for a check that I still do not have in my possession. I can't belive the predatory behavior displayed by this company.

  

  Business Response

  Date: 12/27/2023

  Hello ***************, we appreciate you reaching out to us in regards to your concerns and we have notified our management team and they will be reaching out to you within 24 hours to resolve this. 

   

  Thanks! 

  Customer Answer

  Date: 01/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [The only contact I have received is that of a second collections agency. No one from Proliance has contacted me by phone or mail.]
  
  Regards,
  
  ***********************
  

  

  Business Response

  Date: 02/02/2024

  My team was able to reach **************** yesterday and we spoke to him in regards to his original complaint. The conversation went well and as far as we are concerned the client knows we are here to help and he will make decisions on how it is best for him to move forward, If there is anything additional needed from us please let me know.

   

  Thanks,

  ***********************. 

  Customer Answer

  Date: 02/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear

  I did receive a call from Proliance and the person I spoke with was pleasant.  However, she just told me that my options were to proceed with Proliance in the replacement of my roof or pay the collection agency. I already knew I had those options. I was clear about my ****** resolution, after all of this mess, when I filed my complaint.  I filed my complaintin November,  they contacted me in February to say I should just pay them and let them replace my roof. I don't get it. 
  
  Regards,
  
  ***********************

  
  

  

  Business Response

  Date: 02/06/2024

  Hello *******,

  My team was able to reach **************** yesterday and we spoke to him in regards to his original complaint. The conversation went well and as far as we are concerned the client knows we are here to help and he will make decisions on how it is best for him to move forward, If there is anything additional needed from us please let me know.
  

  Thanks,
  

  ***********************. 

  Customer Answer

  Date: 02/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed

  II did receive a call from Proliance and the person I spoke with was pleasant. However, she just told me that my options were to proceed with Proliance in the replacement of my roof or pay the collection agency. I already knew I had those options. I was clear about my desired resolution, after all of this mess, when I filed my complaint. I filed my complaintin November, they contacted me in February to say I should just pay them and let them replace my roof. .  I can copy and paste, as well.

  I requested a full cease and desist.  Cancel the contract and collections. It took nearly 3 months to respond to my complaint. A perfect example of how my dealings with you company have been. 

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

  
  

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A representative from Proliance Public Adjusting, Inc. came to my home summer of last year. What was supposed to be an estimate on our home due to hail damage, has turned into a nightmare. The representative met with a claims adjuster through our insurance company to assess the damages. I communicated with them for several months just trying to get a quote. After expressing the need to explore other options, I was told that if I go with another company, I would be required to give them 30% per a contract I never signed. I had requested a copy of the proposed contract several times. I finally received a copy last week. I confirmed with the representative that it was not my signature and that the email address listed was incorrect which could explain why I never received it. I also sent her a copy of my driver's license as proof of my valid signature. I even requested additional information regarding previous estimates, as we explore our options in order to provide some type of compromise. I have not received a response to calls, text messages, or emails. I have since requested to be released from the fraudulent contract provided by Proliance Public Adjusting, Inc. effective immediately. A copy of the release will also need to be provided to our insurance company per their request. Unfortunately, I don't have any confidence that they will respond with integrity and request your help in hopes that this matter can be resolved as soon as possible.

  

  Business Response

  Date: 02/09/2023

  Hello! I appreciate you taking time to inform us of the situation explaining everything we need to address and clear up. ******************* went to your home last summer to inspect the home for storm damage. Upon inspecting the home, we found significant signs of storm damage to the roof and siding. We explained to you that we want to file a claim on your behalf and that is why our representative met with your claim adjuster. The service we offer is to go through your insurance company and our goal is to get the insurance company to pay for the damages caused by storms in your area. Throughout this time we filed the claim with your insurance, scheduled the inspection with your insurance present so they can inspect the damages we filed a claim for, and we communicated with you the dates and the progression of the claims process. After the meeting with the insurance adjuster he created an estimate that reflects their findings and what they will ultimately be covering. We received the estimate and the insurance company paid for a full siding replacement and for damages on the roof. We informed you of this result and we discussed how we could move forward and we discussed fighting for this claim internally and submitting our own estimate to show we disagree with the insurance findings and believe the full roof should be approved because we understood this was a concern for you and we believe the full roof should have been approved for replacement. This process takes on average 6 weeks. Our request for another inspection was denied and we were not able to negotiate a full roof replacement with your insurance. We called to inform you of this and we scheduled our exterior design specialist to go out and discuss the options to get the work done. When they went to your home no one was home and we called and rescheduled for a phone call with our exterior design specialist per your request. This phone call had to be rescheduled. We then were able to have the phone call and you requested pricing to replace the roof using the insurance funds released and after this phone call we agreed to follow up once you have reviewed the prices.From there we made attempts to reach out to finalize this. We were able to reconnect when our internal team had the insurance check released to our office. We had our exterior design specialist call to discuss getting the work done and we are still in discussions with you to do so as of 2/1/2023. i understand your concern is with our agreement and you state your signature is not the one on this agreement. As we have both stated ******************* went out to your property last summer and inspected your roof. In order to file a claim with your insurance company this document has to be signed so we can move forward. Being as how we met and we filed the claim with the insurance and you were aware of this process and we did indeed meet with you as reflected in your complaint in the summer and we need this signature to move forward i am not sure where this confusion stems from. Your other concern was the 30% fee. This fee is only charged if you chose to do the work with a different contractor other than Proliance General Contractors. Per our understanding we are still in discussions to do the work and if we do the work we will not charge an additional 30%. To reiterate this 30% fee is only applied when we do not do the work. We will happily provide a release letter if you do not want us to do the work but we would need to collect our 30% fee.  Our goal is to do the work and we want to provide a great service to you. apologise for the confusion and I thank you for the opportunity to clear this up. We are hopeful in coming to a resolution. Please give our office a call if there are any questions. Thanks! 

  Customer Answer

  Date: 02/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Thanks for your response. However, at no time did I ever sign a document nor was it explained that speaking with you all regarding an estimate of service would obligate me to 30%. I called several times explaining that I didn't sign any document. After finally receiving the document, it reads that I would have been given the opportunity to cancel but I was unable to because as you can see it was never received due to the incorrect email address. This alone makes the contract void. You are basically trying to hold me to a contract that I never signed. I have tried to reach out to your representative several times with no response. I still have yet to receive a response to the text, calls or emails sent even when trying to come to a compromise. At this point, I don't feel comfortable working with a company that does not address the forged signature on the contract and still tries to hold me accountable for something I never signed but doesn't address the integrity of your representatives. 
  
  Regards,
  
  *******************
  

  

  Business Response

  Date: 02/16/2023

  Hello **************

  I spoke with our representative ******************* who you met with last summer he informed me that he went through the agreement we presented to you in order to file a claim through your insurance and he ensures me that there was no signature that was forged on this document. **** has been with our company for years and like you stated in your response the integrity of our representatives is constantly addressed and we only retain people who follow our core values and act with honor and integrity. **** has helped hundreds of our clients start this process and we do believe that in your case he acted no differently. Our office contacted you august 9 2022 to welcome you and to answer any questions you may have as we start the process of filing your claim. There was no mention of you expressing any concerns over the document or wanting to not use our service. We spoke again august 12 2022 to inform you of the inspection date with your insurance company and there was no mention of you expressing concerns or cancelling. We spoke with you multiple times after that and once we received the estimate from your insurance company showing what they will approve you spoke with 2 different people in my office on September 6 2022 and expressed concerns over what the insurance company approved. This is a clear indication that you were aware of the service we provided and there was plenty of opportunity throughout the claims process to express concern but that was never communicated to us. You state that you have tried to communicate with us your concerns but there have been plenty conversations with multiple people in our office. These concerns were communicated to us within the last two weeks when we sent a representative out to your property to discuss doing the work. I am more than willing to come to an agreement and even lower the fee if doing the work is not something you want do with us. Please let me know how you would like to proceed. Please call my office at 630-8=541-8498 to resolve this. 

  Customer Answer

  Date: 02/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  As I mentioned in my original complaint. When your representative came to my home, it was my understanding that he would be working with my insurance company to meet with the adjustor and provide us with an estimate once the damages have been discussed. At no time did he mention or provide me with a contract to sign. Our conversations were discussing the damages and summary of what would be covered under the claim. I didn't even know a contract existed during many of our conversation in the beginning. My insurance company explained it to me after discussing the findings regarding my roof. Once I explained to them I never signed or was never presented with a contract I was advised to contact you all, which I did. I explained that I didn't sign a contract and asked for it to be sent to me several time. I didn't receive a copy in the mail and only received a copy by email until a few weeks ago. I explained to the representative that it was not my signature and sent her a copy of my drivers license as proof. I was still willing to try and work with you all in an effort to avoid this very situation. I asked for information needed in order to see if we could possibly come up with the additional funds to do the work and I never received a response. I followed up and still no response. I'm not sure how you deal with other customers but my experience has been unprofessional. It is obvious that you use your knowledge of the inner workings of the insurance industry to take advantage of unsuspecting customers. By the time your unethical practices are revealed, you're locked into a contract you never signed nor agreed to. The contract states that it took affect July 30, 2022. You stated in your reply you sent a welcome packet August 9, 2022. We never received the contract or the welcome packet as stated and even if we did receive it, just like the contract that was never received, it was after the 5 business days in which it could have been voidable per the fraudulent signed contract. Your reply states that I didn't voice any concerns during initial conversations. I didn't know the contract existed so I wouldn't have known to do so. You have the wrong email address in the contract, which I have attached, which further verifies that it was not initially received. You say you sent a welcome packet which I never received and if it would have mentioned a contract or provided a copy of the contract, I would have still been past the 5 business days in order to dispute or cancel. Now, you want to negotiate and percentage of a contract that was never signed by me. You ask that I contact you with an invalid phone number. Yet another example of your lack of professionalism. Before submitted my complaint to BBB, I found another complaint with very similar circumstances filed last year. As stated previously, I don't feel comfortable working with a company that I can't trust nor place any confidence. As stated in my original complaint, I would like to released from the fraudulent contract as needed per my insurance company. You resolved the other by complaint by releasing them from a contract they said they never received or signed and I want to be given the same professional courtesy. 
  
  Regards,
  
  *******************
  

  

  Business Response

  Date: 03/08/2023

  Hello **************,
  
  
  We appreciate you taking the time to respond to our response. We want to let you know that our goal as we have mentioned to is to provide excellent service to our clients and while we maintain the value that we bring with getting the claim approved and our desire to assist throughout the claims process and being the contractor to do the work we understand and acknowledge that throughout this process you did not feel that way. I appreciate you taking the time with us today to speak with us and come to a resolution that is best for everyone. If there is anything else we can do please do not hesitate to call us. Per our conversation you will be receiving an email within the next day. 
  
  
  Thanks!
  ********* 

  Customer Answer

  Date: 03/11/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. Thanks so much for all your help.
  
  
  

  Regards,

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

• Initial Complaint

  Date:07/21/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract reads that I owe money for an estimate since I didnt go with that company is choosing saying I owe 30% of job, also they signed my name to contract since its not my signature and refusing to return my calls. I believe they are trying to take advantage of me because of my age. Also did not receive a copy of supposed contract assuming its because its not my signature on the contract. The insurance company says its fraudulent that I needed to contact others to see if it cant be handled

  

  Business Response

  Date: 08/15/2022

  To whom it may concern,

   

  We have looked into this matter super thoroughly and we take it very seriously what is being said. After review, we did everything properly, but to fully take make sure the client is happy, we have cancelled everything for the client and this matter is resolved.

   

  Thank You

  -****