ComplaintsforSMR HomePros

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with shingle and metal roofs LLC in spring of 2023 to fix some damage on the front of my house. I have a copper “bonnet” over a bay window that was damaged. I contacted the company, they gave me an estimate for about $12,000. The arrangement was for me to pay part up front and then the rest after the job was completed. I paid $7K, and when the job got done it was very poorly done. Over a hundred dents in the copper and several places where the worker walked on the copper and created places where rain water stands and pools. The owner was at my house at that time and he told me that he would have his project manager contact me to arrange a resolution. When the project manager called me about replacing the bonnet he told me that it was getting too late in the year for the work to be done and they would contact me in the spring of 2024 to replace the bonnet. They did not contact me in the spring so I contacted them and a new project manager said they would replace the bonnet. I did not hear back from them so I contacted them again this summer and they said they were waiting on some parts and they would contact me. Bottom line is that I have paid $7000 for a fix to the front of my house that cannot be left as is and the company seems unwilling to make it right. **** ***** **** ******** **** ******, **** ***** *************

  

  Business response

  09/25/2024

  DISCLAIMER: Shingle and Metal Roofs, LLC is now known as SMR HomePros with the expansion of SMR HomePros’ service list. This customer originally hired SMR HomePros under the name of Shingle and Metal Roofs, LLC.
  
  Shingle and Metal Roofs, LLC was contracted by this customer in March 2023 to replace the copper roof over their bay window (also known as a “bonnet” or an “eyebrow”). Shingle and Metal Roofs, LLC measured and ordered the material. The roof was then replaced in July of 2023 due to the delivery length for copper roofing. This customer was not satisfied with the work completed by Shingle and Metal Roofs, LLC. The owner and project manager met with the customer following the completion of this project. It was agreed upon by both the customer and Shingle and Metal Roofs, LLC that this job was not completed up to the quality that we expect and strive for. 
  
  Shingle and Metal Roofs, LLC agreed with the customer that we would make this right and re-do the roofing project. Re-measures took place following the completion of the first project and we worked diligently with our supplier to ensure the material would come in perfect condition. With the timetable for delivery of this material being so long it wasn’t expected to get to us until mid-winter. This prompted us to make the decision with this customer to complete this project in Spring of 2024 when it wasn’t below-freezing for an extended period of time. 
  
  Once Spring of 2024 came we had hired a new project manager due to the previous project manager leaving the company. This new project manager was unaware of the agreement made with the previous project manager. The customer reached out to us and the new project manager came into contact with the customer right away. Once the new project manager met with the customer it was decided we would change the current roofing style (Liberty) to a different roofing style for a more efficient installation (Straight). The customer requested photos and an exact drawing of what we planned to do to switch the roofing style. 
  
  This brings us to present-day and our project manager is actively working with this customer to develop a final plan of action and we have an installation date set in late October 2024/early November 2024 to complete this project. We understand the delay has been frustrating and we will work with the customer directly to make this up to them, however, we have full intentions to complete this project and are actively working with the customer having recently met with them on September 17th, 2024 and another meeting scheduled for September 25th, 2024 with the customer directly. 
  
  

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October 2021 we had a metal barn roof installed.There were issues not long after that.Lightning rods were installed crooked and the metal roof came loose in a certain area.Owner said he would fix it but never did.About a month ago a newer hired rep came out(***** Longeway)and said it was faulty work and would be fixed.We talked to him a few days ago and said owner refused to fix things .***** took pictures and noted the faulty areas.The business phone numbers we have don’t work

  

  Business response

  12/27/2022

  Dear Mr. *****, 

  Your warranty work has not gone without notice. We do know that this is warranty work for the loose panels. We have NEVER refused to do the work. We our short handed with labor so we decided to do all repair work while the company was shut down for the holidays. This job was walked thru, inspected and the completion form was signed by YOU that everything was completed. 2 weeks later you called about the rods which after 2 weeks anything could’ve happened to the barn including wind pushing them. Our phone is posted on Google and BBB with the 419-469-8994 # that is our company #. The company has been out for the holiday since 12/22, we will be fully back in the office back on 1/3/23. Everytime besides since the holidays your phone calls have been answered with no problems. The worst thing I hate is when customer try to lie and make things sound so much worse than what they are. Your repairs will be done this week. But if I’m not mistaken you have already talk to my employee **** today and he was delivering the updates today. We sorry that we decided to make sure all our customers were fully taking care of this year (As you know you wouldn’t want work being completed on your home in a rush to go to another job) before we split a crew up to do repairs that we figured could be done when there was a week during the holidays that we could take care off any repairs and make sure they were done without rushing. I will upload the completion form as well as completion photos if need be. If you have anything else you’ll need you can call our office as **** is available to take phone call 9-6 this week until the office is fully running again on the 1/3.

  Thanks 

  ******** ****** 

  Customer response

  01/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I’m not sure if these responses are read by the public or just the Better Business Bureau… But there is 10% truth in the response by ********. She states they knew it was warranty work but the owner kept claiming it was wind damage, and the person who came out previously to look at it didn’t know what he was talking about.  The owner **** showed up and argued over and over. It had nothing to do with a warranty he said. So they contradict one another they never contacted us. We had to try to call them over and over lasting 13 months before something was done and the only reason something was done was they were upset about the Better Business Bureau complaint and the posting on their website. After they fixed it the roof panel, they left. A lightning rod cable was still dangling from the back of the barn from over a year ago. They came back out and attached it back to the barn. The crooked, lightning rods, which the owner **** knew was their fault, were never straightened. But with all the nonsense from this company, I don’t think I’d want them back on my property. The owner when he was here and upset because he didn’t know they were working on the barn made a lot of insulting comments. The owner **** is only concern was not our problem with the faulty roof job, but is making them look bad with a complaint. I told him we didn’t make them look bad. He made himself look bad.

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

  

  Business response

  01/09/2023

  Good Afternoon Mr. *****,

  Once, the complaint for the panels was made in September 2022 to our office person ****. We then sent our salesman out in October for possible warranty/wind damage we put  that on the overview for our reps anytime a customer tells us that that is what we put down. The only fault on our behave is not getting out there soon enough, like I said in the previous message we are low on staff so we decided to do any and all repairs during the holidays that way we could take care of any customer issues. I think your forgetting the part of the rods where you called us 2 weeks later after the job was finished stating that the rods are crooked and demanded us to go back out (even though you yourself signed a completion form with **** and did the final walk-thru with ****. And told **** you loved the job, but if we didn’t fix the rods you would leave us a bad review based on that. I’m sorry to say this, but if the wind pushed the panels off the roof it’s very reasonable to believe the wind pushed the rods. I’m sorry for the confusion. As I understand your repair has been taking care of and you and **** did have some words, but at the end of the conversation you guys shook hands and walked away. Whatever image your trying to paint it’s on you, but as of right all work that was needed to be complete was complete 2 weeks ago. Hopefully you have a good year and please do call us for any problems you have in the future because and the end of the day your still warrantied thru the company. Thanks and have a blessed day. As of right now this ****er is closed because the repair has already been completed and that is what this complaint is based on. 

  Customer response

  01/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:the only honest true comment they made is it was a warranty issue.Owner ****,while his crew were working on the repair, still stated it was not warranty work, even though the office admitted it was. Is only concern was he said I made him look bad with a bad review. I told him it was an honest review in complaint, and he made himself look bad. He had no concern whatsoever about the problem/issue of the faulty work they did. They fixed the roof panel, but left a lightning rod cable dangling off the back of the barn which they didn’t attach with their original work 13 months ago. The lightning rods on top of the roof were put on crooked with their original work and he said they would take care of that back during the original work, but they never did. with the recent repair of their faulty work, the lightning rods were still left crooked, and not touched. As I said, in the original complaint, they ghosted us for 13 months. When their employee **** came out to look at the roof to say it was a warranty issue, ****, once again, while he was here when they were working, said that person didn’t know what he was talking about, and he was a salesman and wasn’t in the position to discuss the problem.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First the manager had me order $11k worth of the wrong size material, I was told they would credit their mistake on the job and use that metal somewhere else. Once the project started they refused to take the material as a credit towards payment and stopped work halfway through the job bringing a new construction project to a halt. Holding us hostage because they have the only machine around to make these panels. Once we agreed to their ransom even though it was their mistake the job completed was unprofessional and obviously completed by untrained employees. Many areas where silicone is the only thing keeping water out, their dry in job leaks, many areas with face screws where there should not be. ALL of the trim for the caps and flashing are bent at the wrong pitch and still installed. This all needs replaced to be correct, this was confirmed with 2 additional contractors. General quality is very poor, there is no craftsmanship or pride in the work being completed. The roof is only months old and has leaked and damaged insulation and drywall. This also should be replaced and paid for by the roofing contractor. This leak should have never happened and would not have happened had the trim been installed correctly. After contacting the company restarting the leaks it has been 14 days and they have not been on site to investigate or make a suggestion on repairs. In the meantime we had an additional metal roofing contractor investigate and make the recommendation to replace the cap and flashing with metal bent at the correct angle.

  

  Business response

  05/04/2022

  Good afternoon sir,

  I have attached a screenshot of our text messages concerning the material that was ordered the wrong size. In our back and forth via text, the home owner asked what width coil we run. I answered 16 inches, assuming he was asking about the width of our panel. I had no idea he would be ordering material with that innocuous question in the middle of our back and forth that, in no way indicated he would be ordering material with that answer. As we are sympathetic that the homeowner ordered the wrong size coil, we do not feel this makes us liable for this oversight. Had he said he needs the coil width for our machine to run a 16 inch panel, he would of received a much more measured response. The context of the conversation was not a discussion about ordering material. In fact, the way we would have preferred this to be handled would have been a quote from the material vendor outlining the specs of the coil for us to approve. Second, we typically supply our own material for all of our jobs, but made a one time exception as the home owner thought they could save money ordering their own material. As far as us holding the job hostage over this material order, this just simply isn't true. We relied on the home owner and builder as the size of this project. Our labor estimate and the home owner's material order was based on this information. We bid the job to install 65 squares of material which ended up being closer to 90 square. The reason we pulled off the job was simple. The home owner ran out of material for us to install and he had to order more. We could not move forward until the home owner procured more material for us to finish. We moved on to other projects until this issue could be resolved. Once the home owner let us know they had the balance of material needed to finish the job, we put them back on the schedule to complete the project. We had to complete the jobs we started due to the material delay before we could come back to finish. As soon as the projects we had started were complete, we were back out there to finish. We did not hold the home owner hostage as they describe. Just he relied on the builder's quantity to order material, we relied on this same information to estimate our labor. We priced this job 30% under what it should have been. We should of did our due diligence on the roof measurements and this resulted in a sizable loss. We took the loss as a lesson. Now for us to pay for material the home owner ordered incorrectly is a bridge too far. The trim components and cap are universal pieces that are not ordered by the pitch. They form to the pitch. As far as the leaking, We completed this job in early December, we caulked the top of our flashing to keep water out as a temporary fix until the siding (counter flashing) was installed. This was meant to be temporary as I'm sure the home owner knows that our flashing relies on permanent counter flashing, in this case, the siding to remain water tight. The fact of the matter is, this roof is not leaking due to bad workmanship. It is leaking because six months later the siding is still not fully installed. The home owner was put on notice when we caulked the roof to wall flashing that this would be a temporary solution and that the siding would need to be installed sooner rather than later. We have spoken to the homeowner before about us coming out, but requested for himself to be there until the job is completed to his satisfaction. Homeowner does have the company owner’s personal # and can reach out to resolve these issues and collect the remaining payment. Hopefully this can be a mended relationship.

   

  Thanks
  
  
  

  
  

  Customer response

  05/05/2022

   
  Complaint: ********
  
  I am rejecting this response because: Many claims in the response simply are not true. For starters the roof is still leaking, significantly. And no one from the company has even made an appearance to investigate why. Much of the garage ceiling needs repaired now. And the siding has been complete in the area for months. This leak does not have anything to do with the siding. As a matter of fact, any qualified roofing installer will tell you the house should have stayed dry prior to the siding going on. Had the roof and flashing been installed correctly the tyvex overlaps the flashing. This was not done hence the caulk which is not correct. 
   As for the material being ordered incorrectly the response from the contractor contradicts itself. They mention not knowing we were ordering it but then in the same paragraph acknowledge me ordering it. This was very clear from day 1. They informed me they could not get the coating desired, I proceeded to source the material myself. Honestly, this is a secondary issue. 
   The primary issue at hand is the flashing and ridge is made and installed incorrectly. And for the contractor to claim it’s a universal pitch is absurd. Literally any place that bends metal will make sure to bend this flashing per the pitch of the roof. This is why birds can nest under every corner of the house currently. The fit and finish is very sloppy and the thing leaks. It’s that simple. 
  
  Sincerely,
  
  ****** *********

  

  Business response

  05/05/2022

  Good afternoon sir,

  Customer will be contacted within 24-48 hours to schedule a date where customer, owner, and crew will be on-site to address these issues such as the drywall and leak if customer can not make the date of repair it will be rescheduled for when customer can be available. If there are any other concerns, please contact the office directly **************

   

  Thank you for your feedback.

  Shingle and Metal Roofs

*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. ↩