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:07/09/2025

  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.

  On March 14, 2025 I submitted a claim to Genpact since they do the warranty for **********. The claim is for two areas of the roof that were paid for but did not have work completed by ********** when they had the contractor they hired come out to do the work. They had an inspector come out and look at the home on Friday, April 4th. My claim was moved to another department and this is when Genpact started to struggle with communication. I had to reach out several times to get an update on my claim. On May 13th Genpact called me asking for more information that ********** was asking about a claim that I had submitted back in 2020 for part of the roof that that had damage done where water was building up and leaking back into the house. There was also an email sent on that same day. I replied to the email and answered the questions that were asked. I had already previously submitted the documentation to Genpact showing that the area that was fixed back in 2020 was not the same area that this new claim involves. Since I hadn't had an update I reached out again on May 21st to see how the claim was going. On May 21st Genpact told me that the "The payment request has been submitted to ********** to release a check."On June 5th I emailed for an update on the claim. I received a phone call on June 9th from another Genpact employee telling me that they were looking at the claim but didn't see where the request was submitted and that they were reaching out to the manager and would get back to me.On June 16th I reached back out to Genpact to get an update. Genpact answered via email that they would verify payment with **********. On June 27th I was asked again about the 2020 claim which I had already previously answered and told that the current claim was stopped by ********** because of the question about the 2020 claim. I again submitted my answer to Genpact and requested to hear from a supervisor but have not heard from one.

  Business Response

  Date: 07/10/2025

  BBB, Thank you for the notification of customer ***** ******' complaint. ******************** is in contact with customer ***** ****** regarding her concerns. The last contact attempt via phone with customer ***** ****** was on July 9, 2025. Genpact will review with ********** the claim and documents received from customer ***** ******. ******************** will continue to contact customer ***** ****** to provide updates.

• Initial Complaint

  Date:05/28/2025

  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.

  Roof was installed over the bath fan roof vent opening afyer they removed the old roofing. Vent was never reinstalled and now my bathroom fan vent direct onto the under side of my roof. My attic is now covered in black deadly mold!!

  Business Response

  Date: 06/02/2025

  BBB, thank you for notifying Genpact of the customer's concerns. ******************** has contacted Mr. ******* and will be working with him to get the necessary support to resolve his concerns. Based on Mr. ********* concerns, he will be connected the appropriate support. A call is being scheduled with management and all parties are notified. Genpact will follow up with BBB with the investigation results.

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23390166
  
  I am rejecting this response because:
  I need the BBB case to stay open until my issue is fixed. The phone call they talk about was them asking about my last name. The documents of the install of the roof had my wife's maiden name. She has since changed it to my last name. They advised me that the last name information will be update.

  This doesnt address my black mold issue that might be effecting the health of my family, due to their negligence of the installer they hired!

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

  Business Response

  Date: 06/10/2025

  BBB, Genpact met with ********** stakeholders. ********** authorized Genpact to further investigate and inspect. When inspection results are received customer ******* will be notified for continued review.

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23390166
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 roof installed by ********** and purchased the warranty from Genpact through **********. We had a storm/Hurricane ***, in 2022. Genpact sent an adjuster and gave us a check for the damage. We had to sign a settlement agreement before receiving the check. The settlement agreement was signed to close the case. Not the warranty. They were not coming back to harass us, and we were not to harass them. In 2024, we had another storm/hurricane. The adjuster came and said we will receive a check after his inspection. Ms. ******* the genpat agent, called my husband and me to tell us that we are not going to receive the check for 2024. Unless I send her a receipt stating that the work was completed. We sent her an invoice. However, she was not satisfied. I explained to Ms. ****** that we can only give her the invoice from the roofer. She calls on numerous occasions, demanding more. Knowing that the agreement was signed for the first claim. I asked Ms. ****** on May 8 or 9th when she called back again. Can she not use the photos from the adjuster, plus the invoice from the roofer, as proof? She said, "No, and they are not paying the last claim from 2024. Also, I asked since you want to control everything. Please help me find matching shingles for my roof. Because the roofer had to place unmatched shingles, because they don't make them anymore. She was not concerned and was not going to disburse the check. I don't understand after 3 years. She reopened claim #******* by Mr. ******** since 2022. After an agreement was made.

  Business Response

  Date: 05/16/2025

  Thank you BBB for the notification of the customer's concerns. ******************** will follow up with customer ****** ******* to review the claim results and answer her questions.

  Customer Answer

  Date: 05/17/2025

   
  Complaint: 23324508
  
  I am rejecting this response because:

  The agent has not comply with several requests. I have asked each telephone conversation to send their denial in the mail or text. As of now, the agent refuses to fill my request.  I would like for them to respond through BBB.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/22/2025

  BBB, on May 19th, Genpact discussed ****** ********* concerns. Genpact told customer ******* her case would be reviewed with **********. Genpact will provide ****** ******* and BBB with an update by June 2, 2025.

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23324508
  
  I am rejecting this response because: they are doing excellent what they did from the beginning. Stalling. I would like to know why we are at fault for buying a warranty to protect us. We don't have matching shingles, and we just want what belongs to us, or they can replace e the entire roof so it would match

   

   

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

• Initial Complaint

  Date:04/01/2025

  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.

  - We filed a claim on Dec 2022 for water damage caused by the winter storm with Progressive at Homesite. Claim number is #***********-01.- Progressive at ******** hired BrightServ, now owned by Genpact, to manage the repair, which was estimated to be $22,500.30.- Genpact in turn hired Servpro as a subcontractor for the repair.- Servpro required 1/2 of the payment to be paid upfront and a signed agreement with the homeowner (me) to be responsible for any remaining payments if the insurance or agent doesn't pay up.- In spring of 2023, ******* threatened to put me into collections for non-payment. Supposedly, Genpact sent me a check which I never receive. After the insurance agent got involved, Genpact concluded that the check they sent was not cashed, so they were supposed to reissue the check to Servpro.- In March of 2025, I received a letter from ******* Law Firm, representing Servpro, suing me for unpaid work. Essentially, Servpro claimed Genpact has not paid them the amount of $16,710.58, so now I am responsible.- Genpact indicated that they have paid, but when requested to show proof of payments, their accounting and support department in ***** went silent.- I am not getting any further response from the accounting team who are responsible for the verification of payment. Here are their contact emails: **************************************** ********************************************* **************************************** and ******************************************

  Business Response

  Date: 04/01/2025

  BBB, Thank you for the notification. Genpact will review the complaint to address *** ****** concerns.

• Initial Complaint

  Date:03/16/2025

  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.

  Dear Better Business Bureau,I am writing to formally file a complaint regarding an unresolved issue with a new roof installed by **********. Despite my efforts to address this matter directly with the company, I have received no response to multiple recent emails or phone calls, and I am seeking your assistance in resolving this issue.The roof installation in question was completed by **********, but unfortunately, it has started leaking around the chimney. A claim was opened with GenPact on June 17, 2023 and initially, the company was responding to the claim. However, all communication with them has since stopped. I have made several attempts to contact them via email and phone, the most recent of which was on October 30, 2024, but I have not been able to reach anyone who can provide an update or resolution.The lack of responsiveness is not only frustrating but also concerning, as the leak poses a risk of further damage to my property. I am requesting that GenPact take immediate action to resolve this issue by either addressing the repair properly or providing a clear explanation and resolution timeline as well as a copy of the warranty agreement.Please let me know if any additional information or documentation is needed to assist with this complaint. I appreciate your attention to this matter and hope that the Better Business Bureau can help facilitate a resolution.Thank you for your time and assistance.Sincerely,****** ***** *********************************************************************** ************ *********************

  Business Response

  Date: 03/20/2025

  Thank you BBB for the notification of customer ****** ***** concerns. Upon review of the claim, Genpact has contacted and communicated with customer ****** ***** regarding the settlement for the claim after receiving her contractor estimate. It appears there was no reply from the customer relating to the offer. ******************** will follow up with the customer again to work toward resolution

• Initial Complaint

  Date:02/26/2025

  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.

  I have a leaking roof that is covered by a Genpact warranty. I filed a claim in late October (claim #******). Genpavt e-mailed me that they were sending a field inspector to find the source of the leak and imburse me the cost of a repair. They also informed me that if I attempted to have the leaks trpaired, before the field inspector came, they would void the warranty. It is now late February 2025 and I have never been contactrd by an inspector. I have made numerous calls to Genpact at ************ with no result. I purchased the roof through **********. I have made attrmpts through their **************** asking them to intervene. They have told me that they can do nothing, rhat Genpact handles all warranry issues.

  Business Response

  Date: 03/07/2025

  BBB Thank you for the notification. Genpact will review and follow up with customer *******. ******************** on behalf of ********** last communication with Mr. ************* was 3/7/25. Mr. ******* was told,  he can get a contractor estimate with photos for review of his complaint. We will review the options and follow up with Mr. ******* again.

  Customer Answer

  Date: 03/08/2025

   
  Complaint: 22992711
  
  I am rejecting this response because:
  The company has not contacted me except to send me the same form letter that I have been receiving for the past 4+ months warning me not to do anything until their field inspector has looked at my roof.
  Sincerely,
  
  ******* *******

  Business Response

  Date: 03/10/2025

  Customer ******* property was inspected 3/8/25, damages found was weather related which is not covered by the warranty. The desk adjuster spoke with customer ******* on 3/10/25 to explain the results. Customer ******* can contact management at ************ if he has further questions.

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 22992711
  
  I am rejecting this response because:
  My claim was denied & I accept that.  My complaint, however, was that it took the warraanty company almost 5 months to address my claim.
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/26/2025

  Type:Customer Service 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 have a roof warranty with Genpact **** I am owed a couple thousand dollars to be paid out for replacement of some shingles. I have been going back and forth with this company for months! Its near impossible to get ahold of anybody. Once you submit required documents they just completely stop responding to you.

  Business Response

  Date: 01/27/2025

  Thank you BBB for the notification. Genpact's last contact with Ms. ****** was July *******. Genpact has received no follow up from Ms. ****** since that date. Genpact requested proof of transfer of ownership. Ms. ****** did not provide complete documents to include the signatures. Genpact will follow up with Ms. ****** to review the process to transfer the warranty.

• Initial Complaint

  Date:11/13/2024

  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.

  I purchased a roofing installation including the Advanced Protection Package (warranty) from ********** on 6/17/24 and paid $8,247.49. After a recent storm, I noticed some shingle pieces had come off my roof and other missing and loose shingles. I had some concerns about the *** Timberline HD shingles installation and I contacted GenPact ********** Warranty Team early October 2024. This also prompted me to get three (3) independent *** certified master installer inspections which were completed at various times in ****************** 2024. The inspections uncovered several installation errors resulting in missing shingles, damaged ridge cap shingles, loose shingles, missing nails, *****/exposed nails and nail pops. There are also areas where the shingles can be easily removed or pickup exposing the roof deck with no sign of requiring felt or deck covering.When I contacted GenPact on 10/2/24, after several days, indicated that my 10 years installation (craftsmanship) warranty was still active. Im currently getting the run around, being told multiple things by the assigned agent, while my home and personal belongings may be exposed to additional rain and wind damages! Genpact also sent their own inspector who also uncovered what appears to be a leak in my attic from a ventilation pipe above the deck boards. In addition, I sent over 30 photos showing all the issues identified by the independent certified roofers in my area. I finally receive an offer of a mere $2,000 when I submitted 2 inspection reports and estimate showing the certified roofers recommendations for full replacement! Im appalled and disappointed that ********** would send inexperienced people to do an important roof project and charge high professional fees. Then in turn refuse to own up to their responsibilities when a homeowner such as myself file a claim for the contractors negligence and inexperience!

  Business Response

  Date: 11/14/2024

  Thank you BBB for notifying Genpact regarding ********* ****** concerns. Genpact manages roof warranties on behalf of ***********

  Genpact attempted contact with Ms. **** on 11/13/2024. A message was left advising Ms. **** the estimate for the repairs has been completed. Genpact also advised Ms. **** of the settlement amount.
  
  Ms. **** notified Genpact via email 11/14/2024 of her disagreement with the offer and sent in estimates for a full replacement of the roof. Genpact responded the same day confirming receipt of the estimates.
  
  Genpact will follow up with Ms. **** when the review is completed with Home Depot. 

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22553663
  
  I am rejecting this response because:  This letter and correspondence is in response to the Genpact's denial letter on 12/4/24 for claim #******. I attached evidence of Genpacts acknowledgement that my warranty was determined as active at the time of claim submission (due to the "6-months grace period clause). I also included the signed offer letter from Genpact for $2,090.63. I initially declined the Genpact offer but after further consideration I will accept the amount. However, I will be replacing my entire roof as I question the integrity of the whole thing (as a result of the determined conditions from certified roofers in my area).
  
  In addition, I have included a copy of a prior claims denial letter from Genpact. I had concerns about my roof in 2020. Genpact conducted a roof inspection on 10/5/20 and erroneously denied the claim (#*****) due to manufacturer defects when there was clear evidence of workmanship issues. This error on their part further contributed to and resulted in my need to file another claim in 2024. I ask that Genpact reconsiders and at least honor their prior offer to assist me with the unexpected financial repercussions that these roofing issues have caused me and my household.
  
  Sincerely,
  
  ********* ****

  Business Response

  Date: 01/09/2025

  Thank you BBB for notifying Genpact of the customer's rejection. ********** has denied the claim for an expired warranty of their review. Genpact will notify ********** of the BBB update after the November ********************************************************************* January 2025. ******************** will contact Ms. ********** and follow up with BBB.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22553663
  
  I am rejecting this response because: I do not understand their response once I read it. 
  
  Sincerely,
  
  ********* ****

  Business Response

  Date: 01/10/2025

  Thank you BBB for the follow up. Genpact provided a status update 1/9/25. For 1/10/25, Genpact is making contact with Ms. **** to advise ************** has been notified and a meeting is scheduled with leadership for further review based on the manufacture claim results. Genpact assigned a contact person for any questions until the review is completed.  

  Customer Answer

  Date: 01/10/2025

  I would like to keep the claim opened. I need to see if the business is willing to actively pursue my claim (dispute). I was told I may hear a response from them by 1/21/25 or later date.

   

  Thanks you

  Business Response

  Date: 01/21/2025

  Thank you BBB for the notification. Per the response 1/10/25, a meeting was scheduled for a ********** review. Customer **** also acknowledged the meeting in her response. ********** has resolved Ms. ****** concerns. Ms. **** was also contacted by ********** 1/21/25. Genpact is moving forward with the authorization received.

  Customer Answer

  Date: 01/21/2025

   
  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.
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  Date:11/12/2024

  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.

  I bought a house and the previous owners had the roof redone when they owned it. This summer was very hot and the tar starting melting off the roof and all over the sides of the house and onto the deck. I have called multiple times and they keep telling me that someone will call me back in ***** hours to schedule a time for someone to come out and look at the roof. No one calls back. I've called 6+ times and they keep saying someone will call and no one ever does. They refuse to give me a claim number but when I call they keep asking for the claim number and seem surprised that I don't have one. This is the biggest scam ever. I'm about to undergo a house remodel and have the deck redone but can't do that if tar will continue to melt off onto it. It's incredible what they can get away with. Look at all these bad reviews of customer support and roofing installation.

  Business Response

  Date: 11/14/2024

  Thank you BBB for notifying Genpact regarding *********** ****** concerns. Genpact handles the roof warranties on behalf of **********. Genpact spoke with Ms. ****** on 11/13/24. Genpact explained there is no warranty contract on file for her property address, Genpact requested a copy of the installation contract. Ms. ****** told Genpact she has no copies to provide. Genpact explained to Ms. ****** no warranty service can be performed since there is no contract on file. Genpact did confirm with ********** there is no roof installation job completed at the address which ********* resides. ********** did tell Genpact there was a consultation in ************************ ****** resides but no job was completed. 

• Initial Complaint

  Date:06/25/2024

  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.

  I had a roof installed in October of 2018. It was in May/June (estimate) of 2020 (while still under warranty) that I contacted ********** because my roof had developed a bubble and I noticed on the left side of the house a side board was cut short and there was a open space. I was then referred to Genpact. I contacted Genpact and they had someone come to give an estimate of what the repair cost would be. (THIS WAS DURING *****) I did not hear back from anyone and did not to expect to because of the ***** PANDEMIC. I have tried several times since to get this resolve. Each time all my info is taken and I am told someone will call me regarding this matter. As of 6/24/24 I have not heard from anyone.

  Business Response

  Date: 06/27/2024

  Thank you for bringing *********************** concerns to our attention.  Upon initial review, it appears Genpact was awaiting ********************** review of the settlement offer provided in 2020. Genpact will contact ********************** to discuss the offer.