ComplaintsforRoof Pro Solutions

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The chimney work leaks see the attached Statement of Complaint.

  Business response

  10/14/2023

  Response in regard to Mr.******** ********************* more context to the events leading up to Mr. ******** complaint we would like to explain what happened. This was an insurance claim for hail damage in 2020 and insurance had paid to replace the chimney chase cap and B vent cap. Upon learning it was covered ****************** asked for a recommendation and we recommended Black Diamond since we do not perform HVAC repairs and are not certified in any way. He wanted everything on one receipt and didn't want to deal with multiple contractors so we made the call and their work went through us.
  
  At some point within the first year a problem arose from that install, we arranged for Black Diamond to go back to inspect which they did and thought the problem was solved. Last week we received a call that there was a drip going inside of the fireplace, we reached out to Black Diamond and they went back out but wanted to charge us for looking at their problem, we declined and are waiting for a response from their manager before moving forward.
  
  We decided to take a look at it ourselves but due to unforeseen circumstances were unable to make it out there on Tuesday the 10th. This complaint came in on the 12th without a phone call to our sales person or our company. We are still trying to take care of the problem and will do everything we can to make it right but when dealing with a subcontractor these things take time. If Black Diamond refuses to warrant their work we are prepared to hire another contractor and pay to have it re-done. 
  
  We warrant OUR roofing workmanship for 10 years and if there is ever a problem we do everything we can to remedy it. If the fault lies with the subcontractor we do everything we can to have them repair it as soon as possible.
  
  Every time ****************** reached out to us we immediately responded and have the phone records and text messages to prove it. I'm sure it's frustrating knowing there is a problem and thinking it's taking too long to fix but I informed ****************** we were waiting on the managerial response before we proceeded to the next step and he said that he understood. 
  
  We will add to our response once everything has been taken care of and hope that ****************** will be little more honest and patient in the future.
  Roof Pro Solutions
  **********************

  Customer response

  10/18/2023

   
  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,
  
  *****************************

*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. ↩