Professional Roofers.com (PR) is a highly unethical company that we would not recommend anyone do business with. They charged my wife and me $480 in advance, and despite performing no services, they only refunded half the amount. Because of their shady business practices, we submitted a formal complaint directly to the Better Business Bureau (BBB).
The summary of our complaint is that PR charged us in advance, lost our record when asked about cancelling, then told us cancelling should be fine, and finally sent workers anyway after we had hired an alternate roofer (because they could do a permanent fix that day, instead of only a temporary fix by PR). We are reasonable people – we called PR twice to ask about cancelling hours before they showed up and if they had told us no, that would have been fine. Only after they told us cancelling should be no problem did we hire another roofer.
PR then said because workers showed up (despite leaving moments later without having done work), they would only refund half our payment. They then wouldn’t let us talk to a manager and threatened us not to call back or they would withhold the whole payment! It makes obvious their offers to “come visit our office at any time” are totally disingenuous.
We never agreed to this “settlement” and subsequently filed a formal complaint with the BBB given they withheld half our payment. PR was unable to respond to any of the issues we raised, instead insisting that they followed the process in their “repair service agreement”. Here’s the problem – there WAS NO REPAIR SERVICE AGREEMENT. We never signed anything nor agreed to any such process or policy, and naturally PR was unable to provide evidence of any agreement.
Perhaps just as importantly, this whole dispute revealed a lot about PR. You can tell a lot about a company’s values by the way they deal with unhappy customers. Just look at their responses to the recent negative Homestars reviews. Every response is a combination of denials (“this doesn’t sound anything like us”), accusations (“provide truthful feedback and not falsehoods”) and general condescension (“this user has failed to understand the terms and conditions”).
Think about whether this is the kind of company you would want to hire: one where if a dispute arises, they will never make it right because in their mind, the customer is always wrong. During our interactions through the BBB, PR refused to accept any responsibility but could never actually explain why it behaved the way it did, including refusing to let us speak with a manager and threatening us not to call back. We did NOT accept their response to the complaint, and it is now on their BBB record (along with two other recent complaints). We expect their response to this review to be more of the same.
Hopefully, this review sheds light on the type of company they are. Buyer beware.
- Company Response
Professional Roofers appreciates and takes all reviews from our customers with care. We have reviewed and investigated this situation and determined that this is not an honest review. Regardless, we always prefer to solve this and find a solution for both parties. If you wish to discuss this matter please contact the office