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:10/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am writing to formally file a complaint against Proliance regarding their refusal to take responsibility for damages to our Leaf Guard system, which was installed on July 17, 2021. Following the installation of a new roof on May 9, 2023, we began experiencing significant issues with our gutters, particularly during heavy ******* July 2023, I reached out to Leaf Guard to assess the situation. They determined that the new roof installation had caused irreparable damage to our gutter system. I promptly informed Proliance of this issue and provided them with the estimate from Leaf Guard, which outlined the necessary replacement costs exceeding $7,000.Unfortunately, Proliance has avoided communication for several weeks. Despite my efforts to reach them through multiple email addresses, the only response I received was a voicemail from an employee named ********* ***. During our phone call, Mr. *** assured me that the issue would be resolved. However, his subsequent response, received via text message on October 1, 2024, attempted to deflect responsibility, focusing on unrelated issues regarding the timing of painting and the gutter *************** a couple over the age of 65, we feel that we are being taken advantage of during this process. It is our firm belief that the installation of the roof and the functionality of the gutters should not be interconnected in the way Proliance suggests. Prior to the roof installation, we had no issues with our gutters for two years.Furthermore, no representative from Proliance has come to our home to inspect the damage, nor have they communicated with us in a professional manner, using appropriate company branding or formal correspondence.We are simply seeking the replacement of the Leaf Guard system as outlined in the estimate that Proliance has received. We believe this request is reasonable and justified given the circumstances.Thank you for your attention to this matter. I hope for a prompt resolution to our complaint.

• Initial Complaint

  Date:10/02/2023

  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.

  I would like to explain some things for anyone considering proliance contractors and or proliance public adjusting. First, a public adjuster should never knock on doors like proliance did mine. That is not their purpose. Secondly, the amount they will try to take from you as a finders fee is completely ridiculous and, no where near the industry standard for proper public adjusters. Third, in the **************** no public adjuster should be financially interested in your claim (unlike pro alliance). More importantly it is 100 percent illegal in the **************** to perform the role of a roofing contractor and be the public adjuster. Reference the following ******* Code. IC 27-1-27-2 please do your research before doing any business with them. They will try to take advantage of you. They will try to strong arm you and they will rip you off. Even if they did happen to do your roof I can assure you without a doubt that their prices are astronomical compared to other contractors and, much, much much, lower quality materials. I cannot speak for their craftsmanship as I will not allow anyone touch my house until things are settled. Attempting to reach anyone is a nightmare of course too so Good luck if you decide to do business. My observation is this; Proliance public adjusters and proliance general contractors are the same company. That in itself is telling and dont forget its ILLEGAL to be the roofing contractor and adjuster. I believe the company is a scam. It seems like they are storm chasers and a fraudulent one at that. I hope I am contacted soon with a resolution as my next course of action is through the legal system. I await your response and or phone call Proliance. More importantly I hope I save others from this headache so they can actually fix their biggest investment of their live without the need for shade to be thrown or, being forced to settle for a subpar contractor and honestly shady people. Not worth the risk and Dont sign anything!!

  Business Response

  Date: 11/08/2023

  Hello Mr. ******************* appreciate you taking the time to reach out to us in regards to some of the issues you mentioned above. First you mention "a public adjuster should never knock on doors like proliance did mine."Knocking doors and offering our service to clients is a standard practice in our industry and is how we are able to help many clients like yourself. There is no law that prohibits a public adjuster from knocking on a door. The next thing mentioned in the BBB complaint is  "Secondly, the amount they will try to take from you as a finders fee is completely ridiculous and, no where near the industry standard for proper public adjusters."  We believe the fee mentioned is the commission fee that is referenced in the public adjuster contract that was signed by you 5/16/2023. This Percentage is not a hidden fee and is disclosed to the client up front and below this portion on our contract. We have our clients initial the page to confirm their understanding of this and agreement to pay this fee for our service. The Percentage amount we have is the same across the board for all of our clients. Different Public Adjusters charge a different amount for their service and there is no set amount each public adjuster sets, it is different for every public adjuster and at Proliance Public Adjusting the amount listed on our contract is the same for all of our clients. 
  
  
  Next you reference code IC 27-1-27-2. I have attached the code here to help our understanding of this. The code states: IC 27-1-27-2 Certification requirement Sec. 2. (a) No individual or corporation shall act within ******* as a public adjuster, or receive, directly or indirectly, compensation or reward for services rendered in the adjustment of any claim or claims under the types of insurance policies set forth in section 1(a) of this chapter, unless he, or it, is the holder of a certificate of authority to act as such public adjuster issued by the commissioner of insurance of the **************** pursuant to this chapter. ******* Code 2016 (b) Any individual or corporation who, or which, shall have received from the commissioner of insurance a public adjuster's certificate of authority shall be styled and be known as a "Certified Public Adjuster". As added by P.L.257-1983, SEC.1.
  
  
  This code from *******, specifically IC 27-1-27-2, establishes the certification requirement for public adjusters in the state. It states that no individual or corporation can act as a public adjuster or receive compensation for adjusting insurance claims without holding a certificate of authority issued by the Commissioner of Insurance of *******. Once issued, the individual or corporation is recognized as a "Certified Public Adjuster." This law was added to the ******* Code in 1983.
  
  
  
  The commissioner  of insurance of ******* is ******************* who more specifically works for the ******************************* who issues these certificates of authority and is something Proliance Public Adjusting does in fact have and hold. We hope this clears up any confusion on this. 
  
  
  We appreciate the encouragement you give to clients in regards to doing research. We pride ourselves on being upfront and honest with our clients and that is a big reason we have the Public Adjuster Contract. You mention that we will try to take advantage of future clients, try to strong arm them, rip them off, our prices are astronomical and the material being low quality.  
  
  
  We assume you are writing this because that is the experience you have had. We want to assure you that we do not operate this way. Our Public Adjuster Contract is clear with any and all fees and the decision to use us lies solely on the homeowner. We keep thorough notes of all client communications and I reviewed your file as I write this response. We met with you 5/16/2023 and you signed the contract to have Proliance Public Adjusting handle the adjustment of your claim and be ********************. From there on our process went as it does for all of our clients. We filed the claim, We met with your insurance company at your home to inspect the damages, We received the estimate and we were able to successfully get all the damages to your roof covered. Proliance General Contractors reached out to go over the estimate with you and discuss getting the work done. We confirmed that the estimate did show a full roof approval and then it was communicated to Proliance Public Adjusting that we needed to go back and inform the insurance of damages on the gutters and downspouts. In that time Proliance General Contractors emailed you pricing on doing the work. You mention our prices being astronomical. The insurance company does not pay for any shingle or material upgrades and they pay out just to replace the material that is currently on the roof with something that is of like kind and quality with what was currently on the roof. The options we gave to do the work included an option where you are only responsible for your deductible and we do offer options to all of our clients that would like a different material on their home. We give pricing for this and of course the decision for what the client uses or goes with is solely on the client. If the client chooses to not use Proliance General Contractors to complete the work on the claim then the client is responsible to pay Proliance Public Adjusting the commission fee that is again clear on the public adjuster contract we have our clients sign. We can assure you we do not "strong arm" our clients or "rip them off" in any way as all fees we charge are told up front to the homeowner and are in the documentation they sign and we do not amend or charge more than what is on the agreement. We monitor our phone system daily and we ensure every call from our clients gets answered or any voicemails or emails we receive are responded to. The best number to reach us is ************. 
  
  
  Proliance Public Adjusting and Proliance General Contractors are separate entities and Proliance General Contractors is not recognized by the department of insurance as certified Public Adjuster as referenced in the code  IC 27-1-27-2 nor does it act as one. We have been established in ********, *******, and ********* for a total of 8 years. We are a company that is growing more and more every year and we pride ourselves on the service we provide to our clients and that is reflected by our growth. We are not Storm chasers. We are established. We have contacted and reached out to you to resolve this. We are hoping to come to a  resolution soon and we hope this response cleared up any misconceptions and we are extremely fair and reasonable so rest assured our goal is to get this resolved for you! We appreciate your time. 
  
  
  Thank you!

• Initial Complaint

  Date:08/01/2023

  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 Roofing promised to replace my house roofing in August 2020. I had to wait more than a year for the job to be completed. They also kept the insurance payment for interior damages (that they don't fix) so I had to dispute it in court to receive that part of insurance payment to fix interior damages with a different contractor. Proliance finally completed the roofing replacement in November 2022 without doing any inspections after it was done, and since late June 2023, my kitchen cellar leaking so badly that the floor gets wet every single time it rains. I tried to contact them over the phone (they dropped the call on me 3x), sent 4 emails (without any answers) and I am in the process to send a register letter to formally inform them about the roofing leaks and probably I will have to bring it to court one more time to get a resolution. This is a nightmare of a contractor and I have problems with them since the insurance made the first payment. Proliance behaves as scammer delivering a poor job using 3rd party immigrants' that performed the entire roofing job for a single home plus garage in less than 5 hours, and by my experience delivered a low-quality work. They only care about the insurance payments. This business should be shut down.

  Business Response

  Date: 08/22/2023

  We received this complaint as well as a letter detailing ************************'s issues. We were not aware of any issues the client was experiencing. We spoke with ******** and we are in the process of resolving the repair and addressing all of her concerns.