Complaints

This profile includes complaints for HI Low Roofing, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HI Low Roofing, LLC

  13330 W Colonial Dr STE 110 Winter Garden, FL 34787-3976

  
• 

  HI Low Roofing, LLC

  3416 Shader Rd Ste 100D Orlando, FL 32808-3418

  

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:10/12/2024

  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.

  We had a new roof installed about three weeks ago and during hurricane ******, half the shingles came off.We called the company to report the damage and now they want us to pay for the repairs ourselves.Water got inside our house and bucked the wood floors in our living room. Im just asking for the shingles to be replaced and well take care of the floors. We are living social security month to month.

  Business Response

  Date: 10/15/2024

  Good morning, we are in receipt of this notice and have been aware about the damage to Mr. ********* roof caused by the recent hurricane ******. We are sorry to hear about the situation he is facing, and we understand how challenging it can be to deal with storm-related damage.
  
  After our two (2) site visits (one the very next day, by our sales representative and one last Saturday, by our Operations Manager), reviewing the roof damage and referring to the terms of our contract, we have informed Mr. ******** that, unfortunately, our warranty does not cover damages caused by natural disasters, including hurricanes, Tornados and storms. Please refer Section 24 of our signed contract (see attached). This exclusion is standard in our industry, as severe weather events are beyond our control.
  
  While the warranty doesnt apply in this case, in good faith and to be of assistance during this **** time, we have offered to assist Mr. ******** in evaluating the damage and providing him with a quote for any necessary repairs or replacement AT COST ONLY. We want to make sure  roof is restored as quickly and efficiently as possible.
  
  I hope that this provide more Thank you for understanding, and we hope to be of assistance to you during this time.

  *** ********

  Hi Low Roofing

  
  

• Initial Complaint

  Date:09/10/2024

  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.

  I paid for a Enphase Solar System for my house, and they installed a AP System that is cheaper, and less expensive. My contract says Enphase or equivalent, but these two systems do not compare in quality or price. Is this not the same as a bait and switch?

  Business Response

  Date: 09/12/2024

  Please be aware that I have already discussed this matter at length with Mr. ****** back in April, 2024. Mr. ****** seemed to undertand the explanation.  I am very surprised to see that he filed a claim about this matter.

  I explained that we have installed all and every solar components in his home per our contract agreement. More specifically, we have installed ********** Microinverters as an Equal to Enphase inverters.  

  Quality: ********** and Enpahse are considered by industry experts to be equivalent systems.  As a matter of fact the ** System (DS3-L) that was used at Mr. ****** project produces 3.2 A Capacity vs the Enphase inverter that produces only 1.2A Capacity.  Please refer to the attached specifciations for both systems.  In summary, the system installed at Mr. ****** is 2.67 times more powerful that the Enphse system.

  Price: The price of the ** system is accross the board from any suppliers about 32% more expensive than the Enphase inverters.

  Furthermore, the reason we have made the decision to install the ** system in lieu of the Enphase is due to the fact that we have specified 400 ***** panels that the Enphase inverters would not have been able to optimize the system with. In other words, the Enphase inverters would NOT have been able to produce as much power as the ** system.

  Lastly, the Solar system that was installed at Mr. ****** home has been performing and producing exactly what it was designed to do and exactly per our contract agreement.

   

  Hi Low Roofing does feel that we have done anything to mislead nor to bait nor to decive Mr. ****** per our contractual agreement and obligations.

  Additionally, we have responded immediately as soon as we have been notited and sent our experts to visit the project to evaluate and confirm that the system is performing as it was designed per our contarct and specifications.

  Sincerely,

  *** ********

  Customer Answer

  Date: 09/16/2024

  I've worked for Solar Companies for 5 years. If the customer wants a Solar Edge system,  or a Enphase System then that's what the customer gets. I wanted a Enphase System.  I signed a $30,000 contract for a Enphase system and got a AP System without being asked if I wanted a different system. I just want the system I asked for on my house.  Just because they say it's equivalent, it really is not the same. Equivalent would be Micro 7 inverters instead of the better Micro 8 inverters. I would never let them put a AP System on my house if they asked me first. I installed many different system and when I agreed to pay $30,000 for Solar it was supposed to be a Enphase System because that's what I wanted.  They not supposed to give me a different system as soon finished signing the contract without asking me. Even if they think it's a better system for me , it's not there decision to give me a different system without asking me. Just because it's someone's opinion that it's equivalent , doesn't mean it is. 

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22264722
  
  I am rejecting this response because:

   

  I've worked for Solar Companies for 5 years. If the customer wants a Solar Edge system,  or a Enphase System then that's what the customer gets. I wanted a Enphase System.  I signed a $30,000 contract for a Enphase system and got a AP System without being asked if I wanted a different system. I just want the system I asked for on my house.  Just because they say it's equivalent, it really is not the same. Equivalent would be Micro 7 inverters instead of the better Micro 8 inverters. I would never let them put a AP System on my house if they asked me first. I installed many different system and when I agreed to pay $30,000 for Solar it was supposed to be a Enphase System because that's what I wanted.  They not supposed to give me a different system as soon finished signing the contract without asking me. Even if they think it's a better system for me , it's not there decision to give me a different system without asking me. Just because it's someone's opinion that it's equivalent , doesn't mean it is. 

  
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 09/17/2024

  I appreciate that Mr. ****** has allegetly worked on several solar projects. However, our contract is very clear and specific and states that we were to install an Enphase micro-inverter or Equivalent; Please refer to Page 1 of of Contract. We in fact have installed an equivalent or superior microinverter as described and stated in the manufacturers specifications provided in the previous response.

  Our written contract governs. In fact, it says in our our Contract that the customer agrees that the signed Agreement constitutes the final Agreement of the parties with respect to its subject matter and supersedes any and all prior proposals, oral promises, oral agreements, or written agreements between the parties;  Please refer to the attached page 3 of the Contract.

  Once again, the solar the micr0-inverters installed at Mr. ******* home are at least equal to Enphase micro-inverter as stated and agreed upon in our Contract Agreement.

• Initial Complaint

  Date:03/25/2024

  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.

  This company installed solar panels on September 2023. the install took one day. the paperwork and county inspection work was FINALLY completed in February 2024. after finally waiting all those months for installation, once the panels were turned on, two panels were not working at all. after speaking with field service supervisor *********************** he promised me that they were going to order parts and get the panels working. It's been 2 months and no communication from ***********************, he promises to get it fixed and pushes the problem WEEKLY. the company received ******. i have been paying monthly for this solar loan and it has not been working fully. when i call the company, they give me the run around and again keep making fake promises and do not comply. i am very tired of this company, once they install solar panels, if you have any problems they forget about you.

  Customer Answer

  Date: 04/04/2024

  ---------- Forwarded message ---------
  From: <**********************************>
  Date: Thu, Apr 4, 2024 at 1:22 PM
  Subject: Message from BBB.org
  To: <***********************************>
  
  
  
  I recently submitted a complaint # ********. my issue with the business was resolved.

• Initial Complaint

  Date:12/19/2023

  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.

  My solar was a part of a package that included siding and insulation. Was supposed to be complete no later than August, then September then October 2023 and so on. I have been paying on a job that is not complete or solar panels functioning and it is December 19, 2023. ****** told me as a selling point that he would have my ceiling fans installed that I purchased. Four of the five were installed, he told me that the last would get done, they would need a higher ladder. Still not complete. I have a box by the electrical boxes outside that is flopping around in the wind, never removed or secured back to the house after the siding was installed. According to ***********************, the architect of the solar installation sent me a message that *********** denied the panels due to the electrical box installation location and I may be charged for this. They installed new hardy board siding on my house and this should have been done prior to the siding installation. I have been paying monthly on an energy star loan for work that has not been completed. If damage is done to the house as a result of the relocation of the electrical box, the company will need to repair the hardy board and color match it to the house. I am being told that I would have to pay additional costs for this to be done. It has also been told to me that because they are located in ******* that it is difficult for them to go back and forth and would need to pay their people. I refuse to pay anything else. This is an incomplete job with many empty promises.

  Customer Answer

  Date: 12/19/2023

  ****** contacted me and stated that this matter will be resolved January 2, ****. Please withdraw complaint at this time. Thank you

  Customer Answer

  Date: 12/20/2023

  Please place as resolved for now, thank you

  Customer Answer

  Date: 12/21/2023

  Please place as resolved for now, thank you