ComplaintsforVictors Home Solutions

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a new roof back in April 24 .my driveway was damaged by the company that delivered the shingles! I informed victors of this, an employee came to inspect the job and took pictures and said it would be repaired. I have been calling the Grand rapids office and getting the run around they don't return the calls. I think I have waiting long enough it's been over 7 months!

  

  Business response

  11/07/2024

   

  Hello Ms ********************** you for bringing this to our attention, and for your patience. We have immediately escalated this to our leadership and we will be in touch with you asap today to get this issued resolved. We look forward to speaking with you very soon. Thank you for being our customer and we are fully committed to making sure you remain a happy one!

  Sincerely,

  Victors Home Solutions

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had already previously submitted a complaint against Victors roofing I could not find it to update the fact that the problem is still ongoing. They failed to communicate with me. They did finally come out and do the warranty work on the pipe vents from my water tank they ended up breaking the vent pipe in two, I have to get a new water heater and A new pipe vent from the water tank to the roof I dont expect them to pay for the water tank, but I do expect them to step up and do the installation of the pipe once the plumber is finished. The plumber wants the new pipe vent to be sealed and secured the same day as the install which is October 3. I did have a field manager finally contact me regarding me paying for the new pipe installation and Reshingling the roof around the new pipe vent. I have sent several text messages to this field manager without a response. I thought we had an agreement that I would only be responsible for $500 to do this update. I texted him to confirm what we had talked about a few weeks back and he is not responding. I could push this further and have victors be liable for the purchase and installation of the new tank at the cost of $3800 because of their breaking the existing pipe vent but what I really want is Victors to reach out to me and schedule the update to this pipe vent the plumber is putting in on October 3. I want to be able to return the Better Business Bureau and say that my problem is resolved by victors and that I am happy with the outcome.

  

  Business response

  10/10/2024

  Hello Janice,

  We definitely want you to be happy and have all of your issues resolved to your satisfaction, too! Your newest comments have been escalated and our leadership team will be reaching out asap. If you need to get in touch with us, please call our office at 734-442-2345 for the speediest attention; when our project managers are in the field or working with another customer, we do not want anyone to wait to have their issues addressed! 

  We look forward to speaking with you shortly!

  Victors Home Solutions

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called ******'s around July 11, 2024 for a leak that was confirmed as under warranty as I sent the copy of warranty to their office that day. *********** *** scheduled job for what I thought was completion of repair on 7/29/2024. No one showed. I have called several times to their "production department" and never receive a call back. I have messaged on Messenger many times and always receive an auto generated like response "Thanks for messaging us. We try to be as responsive as possible. We will get back to you soon" No luck. The *********** staff have had to be in the middle of this and add more paragraphs to all the notes in my file. I have pretended to be a new customer requesting an estimate just trying to get someone to call me so I could expedite this delayed but small warranty work. I am always given an open ended promise that someone will get back to me. I am an old customer of ******'s. ****** himself completed my estimate for roof. I was so impressed and knew at the time that he would be successful. I was confident regarding all aspects of install, materials etc. I never expected to be where I am dealing with this company. Cut back on your advertising budget and hire more staff. My next step is Help Me ****.

  

  Business response

  08/27/2024

   

  ******,

  We apologize greatly for your frustration in reaching us! Calling us directly or emails is always best - our ************** is open 7am - 9pm -  versus messages through "Messenger" on ******** or our chat. We do see that we were out for a Warranty appointment on 8/7 (not sure why we do not see the 7/29 or 7/30 appointment you referenced), and that we were out for a repair on 8/26. You should have received the photos from that visit per your request. We also have another visit scheduled for Thursday, 8/29, for a complimentary roof tune up and pipe ******. Again, we sincerely apologize for your difficulties in reaching us, but it is our hope to bend over backwards to make it right by you.

  Thank you for being our customer, and we look forward to serving you for years to come!

  Best,

  Victors Home Solutions

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a new roof in Jan 2024. It was a disaster from the beginning. Every department lacked communication to each other on what was being done and I constantly had to call and talk to multiple people to make sure everyone was on the same page. The sales department quoted us for the new shingles, full decking replacement including removing all the old decking, and new ventilation where they told us that they were going to be removing all our old insulation strips we had in our rafters (old house) and even quoted us on spraying insulation-which we declined because we decided we were going to reinsulate ourselves. When the team showed up to do the job the crew supervisor asked me if they were going to be putting the new decking over the old, which was not the quote I was given. They also failed to send me the official contract through email, which had the additional charges listed because I was never told the price for additional decking sheets. The crew manager showed me how bad my chimney was and that it would be better to lop since it's not serving a purpose anymore, which why wasn't that discovered in the initial inspection? They finished the job in a day and wanted me to sign off after dark. I was unable to fully inspect the job so I declined until I was able to properly inspect. The project manager offered to come and go over everything with us and he offered a time and day and no called no showed. The company did reduce some of the additional costs after countless times of me calling and complaining about all the errors that occurred from lack of communication from their own departments. The current issue is we have multiple gaps in our ridge vent that we have already had someone come out for this once and now we have 3 more areas of gapping. They stated they would come Friday 7/26 and never called or showed again. They claim to be a "reputable company" but don't follow up on their end of the bargain. Still needing ridge vent fixed, haven't been contacted still.

  

  Business response

  08/13/2024

   

  Ashleigh, 

  Thank you for bringing this to our attention! This is in NO way how we do business, and we would like to make this right by you asap. Your experience has been escalated to the ** and the *** for immediate investigation and resolution. Please know we will be reaching out today.

  Thank you again, ********, and we look forward to connecting with you shortly and hopefully turning this experience around for you.

  Sincerely,

  Victors Home Solutions

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 28, ****** roofing solutions came to my house to replace my roofing on my house and garage. They told me that they would bring a sleeve to catch the old roofing material which they did not. Theyre in my neighbor yard setting up the equipment, which is very disrespectful, they didnt ask, my husband to ask them to come out of their yard. They start taking the roof off that has skylights and when the boss saw them, he told him it wasnt included when I made the contract I he asked me did I wanna do the skylights for $2000 more, I told him ******, no, they werent leaking. He would replace the skylight and I told him no I didnt want the skylights replaced. They werent leaking so they didnt have to be replaced. The workers started removing the shingles of that roof on that skylight side and replaced it with new shingles, the boss told them it wasnt included, so now I have one side with new shingles and the other side with oldand left it that way so right now have that add on has a new roof and the other half does not Im very unhappy with this , I have pictures of them taken the roofing material off and the boss telling them that it wasnt included in the contract and so when I called ******, the guy says just because you didnt read the contract dont make it different so he wants to pay me for my flowers that were damage and somebody give me estimate on half of the roof and I paid them $16,000 for half a job done ****** and something Im very unhappy with this please help

  

  Business response

  06/12/2024

  Hello *****,

  We are so sad to read your account of events and experience with us! We see in your record where we have left you messages last week on 6/3 and 6/4 to get in touch with you to resolve your concerns and outstanding issues. Please know this has been escalated to our top leadership and we will be attempting to get in touch with you again today, or you may call our office at your next convenience at ************. Thank you for your feedback and we look forward to making your experience right by us.

  Thank you,

  Victors Home Solutions

  Customer response

  06/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I received your letter on 6-13-2024, I responded to it by calling ***** on 6-13-2024 @1015, and I told him than I was not satisfied with that company, and ***** responded with a solution.

  ***** never offered a solution, and I havent heard from him since 6-13-2024
  
  Regards,
  
  ***************************

  Customer response

  07/22/2024

  They did call me but they said they werent going to make my roof in the den where the skylight are look the same, they said I got doming in error, and I should be satisfied that it was free, I told them I paid for all the roof, I asked them to give me the owner of the company so that I can talk, he said hes too busy as he runs multiple mega companies, buy they sent me ajar or cookies, I threw them in the garbage, I want my roof to be made whole which I paid for. The finance sent me an email asking me to rate them, and thanking me for paying off my loan, which is confusing  to me, I only sent them $1000.00,  I gave me them a -0- . Please call me **********.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 5, 2024 A representative came out to do a 21 point inspection of my roof. The representative indicated that he would provide me a estimate for repairs and roof replacement.The representative stated that he found some damages to my roof. He proceeded to show me a video of the damages he discovered during the inspection. The representative was observed during the inspection pulling up my roof shingles. I watched him doing this on the video that he recorded. The representative stated that found condensation and sap in my attic crawl space which I consider an immediate concern. I have continuously reached out to the company to obtain a quote to get the ventilation repaired. No one has reached out to me. The company placed a flyer in my mailbox stating that they do roof repairs and replacement. This is why I reached out to them.

  

  Business response

  05/13/2024

  Hello *************,

  We apologize for any confusion or miscommunication. The estimate you requested was emailed to you again on May 2nd. Our inspector's manager will be reaching out personally to review it with you and to address any questions you may still have. We hope this will solve any issue you still have to repair your roof's ventilation issues.

  Thank You!

  Customer response

  05/15/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  The company did not address the option of repairing the missing shingles. They only offered an option of a new roof at ******. They are misleading and for the record I witnessed them pulling up my roof shingles on the video

   
  
  Regards,
  
  ***************************

  

  Business response

  06/12/2024

  Hello ********,

  We are sorry to hear you are still unhappy with our inspection and estimate recommendations. Our leadership will reach out again to go over our findings with you. Unfortunately, because your roof currently has multiple layers of shingles on it, a repair is not an option. To effectively remedy your issue that you called us out to assess - the leaking in your back family room - the only ethical option we can provide you is a full replacement. We look forward to getting in contact with you again to explain the options of how to move forward with next steps, or you may call our office at your convenience at ************.

  Thank you,

  Victors Home Solutions

  Customer response

  06/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***************************

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired victors to put a new roof on my house an inspector came to house & spent 3 hours going over old roof from on top of house to video in the attic showing me the results. There was one spot around chimney that would require 2 new sheets of would the rest seemed solid he said. The work crew showed up 2 days later & after ripping off old shingles told me I needed to replace all the boards on my roof 55 at $85 per sheet. I was never offered to see the wood but at this point I had no choice but to have the job finished. This will cost me an additional $4675on top of the $20000 I originally agreed to. I am a retired senior citizen and that is a lot of money to me. I find it hard to believe that every single board on my roof was bad when I had no leak issues except the one around chimney that would require 2 sheets of wood. I am not willing to pay all of the extra money & will take matter to court if not resolved.i would never recommend this company to anyone & will make sure the ****** review states that.

  

  Business response

  05/13/2024

  Hello ***************,

   

  Our management team has tried to contact you numerous times and left messages, over the past several weeks. If we somehow have incorrect contact numbers, please call our office immediately so we can get in touch with you. We look forward to connecting with you so that we can resolve any outstanding issues and concerns you have.

  Thank you!

  Customer response

  05/13/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***************************

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Victors to replace my roof at the insistence of the claims adjuster from AAA, ****************, He said that they were a reputable company. Victors replaced my roof during a period where it rained heavily for several days. They asked me to sign off on the roof once work was completed, in order for them to get paid. After discussing this with **** the project manager and **** from Victors.A few days after the roof was finished and the rain stopped for a while, I was able to stand back on the lawn and see the full view of my roof. This is.when I noticed that my dormer was damaged, I contacted **** and then **** and asked them about the damage.**** responded that he would send out someone to fix it, someone came out and made it worse. I asked **** and he told me that they are not a siding company and they are not responsible for fixing the the dormer. He said that I would have to have it fixed at my own expense. I contacted the loan company and they said that they had already issued payment but that they would try to assist with the dispute. I talked with the city inspector and they said the roof was fine but the dormer was a mess. They said that I should contact **** and file a complaint, I did file a complaint with the state of Michigan but it can take up to a year to resolve. At the insistence of the the loan company I got 3 independent estimates for the cost of the repair to the dormer but victors refuses to accept responsibility. I have before and two after photos. My dormer is unsightly and Victors claims that they made it better. They had no business touching my dormer and leaving it mangled. Victors has been unbelievably dismissive and disregardful of the damage that they caused to my home. I am a senior citizen and I take care of four disabled family members. Two of whom are disabled veterans.

  

  Business response

  02/05/2024

   

  Hello ****,

  We understand you are still dissatisfied with our prior remedies and solutions. While our work met all standards and passed all inspections, we hear you and value your feedback. We want you to know that we are again convening internally to try to find a way to ensure you are a happy customer, as that is the highest benchmark we strive to achieve. We will be in touch asap to discuss options with you.

  Sincerely,

  Victors Home Solutions Management Team

  Customer response

  02/10/2024

  I received a response from Victors home solutions via the BBB. Someone named **** did reach out to me via voicemail. When I called him back there was a message that he was out of the country. That was February 7, 2024. I left a message and have not heard back from **** or anyone from Victors. 

  Customer response

  02/10/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***********************

  Customer response

  02/10/2024

  I reject the offer from Victors because I dont feel its genuine. **** from Victors left me a voicemail but when I called him back there was a message stating that he is out of the country. I left a message and have not heard back from anyone from the company. If Victors was really interested in resolving this matter, why would they give my complaint to someone who is not in the office and out of the country. **** is handling my complaint but he is unreachable. I, therefore, am rejecting the offer from Victors.

  Customer response

  03/27/2024

  I have not heard from Victors. Thank you. *********************;

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about Sept 30, 2021 we contacted Victors Roofing due to a water leak in our master bedroom ceiling. The company sent someone out to our home for an inspection. After the representative completed his inspection, Victors recommended and advised that we required a new roof. We were told that a new roof would resolve our leak. On or about Oct 20, 2021, Victors installed our new room. Although they left behind some minor debris we were satisficed with the work in general. Then came a rain storm in Aug 2022 to which we woke with water dripping on our bed from the exact same location that Victors was suppose to repair. Victors sent out new representative who told us some caulk on some of the tiles "should" fix the issue. We were not satisficed with this answer and asked for a more detailed inspection. They sent another rep. who proceeded to cut a hole in our bedroom ceiling stating that was the only way they could track the leak. After a water test (the 1st ever), Victors determined it was our chimney and not the roof that was ever leaking. After much back a fourth Victors sent workers, to repair our chimney cap at their expense and paid for us to repair our ceiling. Once again we thought we had a solution based on a licensed contactors advice. Then on 8/24/2023 we woke to water dripping in the same area yet AGAIN! After contacting Victors and another inspection, we were told its the chimney and the repairs completed in 8/22 were not done correctly. Victors then informed us that they are not a *************** and there is nothing they can do for us. They were happy to take $18,750 from us, which we paid in full to replace a roof that was NEVER leaking in the first place. Yes, we have a new roof, but we also still have a leak. In the end they told us we needed a roof, it would fix the leak and both were false! Our roof was never leaking and they sold us something that was not needed.

  

  Business response

  09/15/2023

  *********,

  We are truly sorry for your frustration, and can understand why you are upset. When we were initially called out to your home to repair the leak, there were two layers of shingles already on your roof. Unfortunately, we cannot repair or test roofs in this condition, therefore a replacement was the only option since it appeared the leak was most likely due to a roof failure. As the leak returned the following year, we can back out to assist. At that point, with only 1 layer of shingles and a new roof, we were able to conduct a water test in which we determined the chimney was the source of the problem. ****** had personally responded to this issue, and because we do not work on chimneys, we had a separate masonry company come and replace your cement chimney at no cost to you, and covered the cost of the drywall damage in your home from the leak as well. Another year later, we understand the leak has returned, we came out to inspect once again, but we determined the chimney is again at fault; the roof is solid and in perfect condition. We have forwarded you the invoices multiple times for that company to address, and our GM has been in constant contact with your husband, ******, including this week 9/12/2023.

  Again, we apologize for your experience, and understand the frustration with these issues in your home. We have provided you with all documentation that you and your husband have requested, and wish you find swift resolution.

  Sincerely,

  Victors Home Solutions

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Contracted with Victors Roofing to replace my roof. They destroyed landscaping, Scratched a new deck gate and left black marks all over the house. They committed to correcting everything but have not done anything. I left a message with the owner (who never seems to be in the office) and he never calls back. one person named **** calls back but when I return his calls he doesn't answer. I want them to meet their commitments and get these thing resolved and I want a call from the owner.

  Customer response

  08/09/2022

  The complaint has been resolved to my satisfaction

*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. ↩