Complaint Category: None of the Above - Product Quality Complaint Issue
Complaint: I contrated PHI to replace my roof. They put on a new roof but did not replace all damaged wood. The roof is not finished and will not pass inspectn This was my Angies list report for them missing 2 appointments to give me an estimate. I thought they would try to make up for this poor showing and do a good job for me on my roof. That was not the case.
Review Date: April 17, 2013 Company Name: PROPERTY HOME IMPROVEMENT, INC. Category: Roofing Services Performed: No * More Weight is given to a review where work has been completed. Approximate date of service (or last contact): April 16, 2013 Hire Again: No Home Build Year: 1982 Description Of Work: Rep (*****) was in my neighborhood and stopped by to see if I wanted an estimate to replace my roof. My house is in desperate need of a new roof. ***** stopped by again about 4 weeks later to follow up but I wasn't home and he left me a notice regarding our previous conversation. All very polite and professional. I called the company to ask for an estimate. ***** was not available but the person who returned my call set an appointment for the following Friday. Did not show up. I called back and talked to someone else who apologized and rescheduled my appointment. Did not show up again. That was enough for me. Other companies jump at the opportunity just to give me an estimate. Will not ask for another appointment. Member Comments: No work was performed Share on Band of Neighbors: Yes Company Response: i am sorry to say we have not set an appointment in the past. with this homeowner in fact we we had an appointment at 645 pm 4/23 of which he asked us to come out and take a look at his roof.we are a very prompt company with 5 estimators serving the entire state of florida well give him a call to see what the mix up was. ***** called me on 4-23 and apologized for the incompetence of the staff and asked if I would entertain having **** ***** come to my home and give me an estimate. I had not read this response before they came to my home or I probably would not have gone through with it. Whoever replied just straight out lied and said I never had an appt with them. **** arrived at my home on 4-23 and we discussed PHI replacing my roof. I showed **** the significant amount of rot in the fascia and decking and told him I did not want any surprises regarding increases in the price of the roof for additional work. That night **** told me verbally that a new roof would be approximately $10,000. We also discussed the fact that my soffit needed to be replaced and he quoted me a price of $13,700 for everything including new soffit all around the house. The next day I learned from my bank that I would eligible for a permanent loan modification and so I called **** to come over and we would write up a contract for the replacement of my roof. I'm not sure what reason he used but **** changed the price of the roof to $12,500. I already had a quote for the roof with a max amount of $11,000 so I'm not sure why I agreed to the price. I guess I had mentally committed so I went along with it. After me emphasizing the amount of rotten fascia boards that I thought should be replaced, and not wanting to be surprised by additional fees to replace the boards I agreed to add $500 to the contract for the replacement of the fascia. With $200 for permits this brought the total to $13,200. Now this price did not include soffit. At this time **** had also said that he would provide a trailer for me to throw away some debris that was around my house. He also said he would furnish a pressure washer so I could spray the house and get ready for painting. I contracted PHI to replace my roof on 4-24-13. They began work on May 1 which was a rainy day and I called **** to confirm that they would not be working on my house in the rain and he said they would not work in the rain. I got home that evening and they had most of the roof torn off already. I was also concerned that they were not replacing wood that needed to be replaced. On May 2 I tried to get in touch with **** but he did not answer my calls. I sent him a text not to
Business' Initial Response This response was taken verbally by BBB:
We put a roof on and did everything according to code. The inspector did pass the job but the customer stopped payment on a $4,000 check. We felt like we had no choice but to settle with him so that is what we did. He signed a release and we agreed not to collect the remaining balance.
Consumer's Final Response After receiving a Release of Lien from Property Home Improvement (***** ******), releasing myself from any further obligation, financial or otherwise, from any and all agreements/contracts entered into between myself and Property Home Improvement, I, ******* *****, do agree to consider our disagreement resolved and do further agree that no further action will be taken by myself in any complaint started or filed with the following organizations and I do agree to inform these organizations of our resolution of the disagreement:
Pinellas County Construction Licensing Board. Florida Department of Business and Professional Regulation Florida Better Business Bureau Pinellas County Consumer Affairs Angies List.
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in West Florida. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
*Property Home Improvement, Inc. is in this range.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
BBB began including complaint response text in BBB Business Reviews on October 1, 2012. BBB reports the complaint response text for all reportable complaints against a business that are received electronically.
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
Some Better Business Bureaus offer additional content and services in BBB Business Reviews. The additional content and services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release. Not all enhanced content and services are available at all Better Business Bureaus.
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.