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R.I. Home Improvement, Inc. provides home improvement services including siding, windows, roofing, cabinet refacing, sun rooms and basement refinishing.
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A BBB Accredited Business since
BBB has determined that R.I. Home Improvement, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for R.I. Home Improvement, Inc. include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 5 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||5|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||25|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Massachusetts Office of Consumer Affairs & Business Regulation
10 Park Plaza, Suite 5170, Boston MA 02116
Phone Number: (617) 973-8700
Fax Number: (617) 973-8799
The license number is 105026.
Rhode Island Contractors Registration and Licensing Board
1 Capitol Hill, 2nd Floor, Providence RI 02908
Phone Number: (401)-222-1268 or TDD: (401)-222-6334
Fax Number: 401-222-1940
The license number is 6115.
Type of Entity
Business ManagementMr. Anthony Aurgemma, Co-Owner Mr. John Aurgemma, Co-Owner
Number of Employees
CONTRACTORS-GENERAL RESIDENTIAL WINDOWS-WHOLESALE & MANUFACTURERS WINDOWS-REPLACEMENT WINDOWS-INSTALLATION & SALES VINYL SIDING SUNROOM & SOLARIUM DESIGN & CONSTRUCTION SIDING CONTRACTORS SHEET ROCK & BLUE BOARD-INSTALLATION & REPAIR ROOFING CONTRACTORS ROOFING CONTRACTORS - COMMERCIAL HOME IMPROVEMENTS HANDYMAN SERVICES GLASS-REPLACEMENT & REPAIR DESIGNERS-BUILDINGS CABINET REFACING BUILDING CONTRACTORS-RESIDENTIAL BASEMENT - REMODELING All Other Specialty Trade Contractors (NAICS: 238990)
Products & Services
R.I. Home Improvement, Inc. offers the following product(s): Cabinet Refacing, replacement windows, roofing, sunrooms, vinyl siding
Method(s) of PaymentCheck
Alternate Business NamesRhode Island Home Improvement RIHI
Industry Tips27 Questions For Home Owners Adjustable Rate Mortgages Building Contractors- Residential & Commercial Finding a Reliable General Contractor - 5 Tips - Video Hiring a Building Contractor - 5 Tips - Video Hiring a Carpenter Hiring a Contractor Hiring a Roofer Hiring a Trustworthy Roofer - 5 Tips - Video Hiring an Electrical Contractor Hiring an Excavating Contractor Home Builders Home Improvement Home Improvement Projects - 5 Tips - Video Home Siding and Re-siding Read Before You Sign Remodeling & Renovation Contractors Windows
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- 27 Questions For Home Owners
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- Hiring a Trustworthy Roofer - 5 Tips - Video
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Additional Phone Numbers
- (800) 374-4492(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
Problems with Product/Service
Read Complaint Details
Complaint: Recent complete window replacement (june 2012). Windows are not properly sealed outside and wind and rain enters openings and causing water damage to inner part of windows and home structure.
Desired Settlement: Business has been out several times to fix issues caused during install. I just want the windows properly sealed around the aluminum facing to keep water and air out. I did not replace all of my windows and pay $25K to make them worse. They are good windows but the install portion of the service has been poor.
Business Response: Hello, I am in reciept of the customer email from the BBB, I don't know what else to say: Mr. *********** sent RIHI an email at 5:47 pm on 10/29/12 during the hurricane, I emailed him back approximately 12 minutes after (5:59pm) during the hurricane. Stating we would be out as soon as the weather permitted. please see attached email. I recieved the BBB email this morning at 4:48am. My staff was at his site at 11:14am this morning. Prior to my staff arriving at his home earlier today I emailed him at 9:22am this morning to let him know we would be at his home between 10:30am and 11:30 am, we also called 2x and left a message prior to arriving. We arrived at his home and while we were in his driveway we attempted to contacted Mr. *********** at a secondary number my office staff was able to locate, and was able to speak with him he directed us to 1 lower window in the dining room on the right side of the home that had water coming in at the top of the window during the storm, there was a small section that had lifted up approx 1/2" not sure if the storm had popped it up and or any other vibration had done so. I did notice there had been holes cut into the side of the home from an A.C. unit. Regardless of how it happened we resolved it. We also stated we would be back tommorrow morning at 10:00 am. Mr. *********** wife will meet us their to service any interior work that may be needed to the top of the window. I truely believe this type of response and service is exceptional.
Consumer Response: First...the installation of the AC units has nothing to do with the leaking windows, they are not even in the same area as the leaking window(s) so please do not even try to make that correlation. Second, the installation process has had issues from the start back in June. I was worried about the sealing issue back then and was assured by the senior installer (***) that the windows would not leak. I have attached an email chain from the original install as evidence. I do not have an issue with the windows, they are top rated, the issue is with the installation process, it seems to need rengineering. I do not understand the amount of attention the windows have needed given the price paid, there is a disconnect and ******* coming out so quickly is great but that does not address the issue with his installation process and sealing the windows. It makes no sense to replace older single pain windows that never leaked water with new ones that leak. I just want to be confident that the windows are sealed outside properly and right now my wife and I are not and are concerned other windows have the same issue and did not show it during the rain and wind. I want to be competely up front and transparent about this and ensure everyone accepts responsibility. *******, I tryly believe your installation process needs to be looked at, no harm there.
Business Response: I guess I'm having a difficult time understanding our dialog yesterday. You send me an email, I responded within minutes. Then you see fit to file a BBB claim against me. When I said I would be out ASAP. Have I ever never responded to any of your questions or concerns? Regarding the a.c.unit I mentioned only because the metal trim on the 1 window that leaked was up a small amount again I mentioned because of the wind of the hurricane or from vibration I just don't know the answer. I do know that it did not happen from nothing. Being that stated no worries we took care of it. To address your chain of emails that you forwarded each one of the items you mentioned was addressed months ago in fact no where in your emails does it speak about your concern of window leaks. We addressed sealing of the windows when I came to your home months ago to view your concern about the screens not fitting properly. I said when we come out to fix the screens we would seal around the windows. This was the only time we addressed this. In fact when we had our team members out we adjusted the screens, sealed the trim around the windows and even fix your storm door that had nothing to do with the work we performed. I truly believed that's the relationship we built. I would also like to clear up your statement on windows leaking, yes 1 did leak in the hurricane not several as indicated. Again to reiterate I believe it popped up during the storm or some form of vibration. I would like you and whoever else may read this all you have to do is call me or send me an email like you did yesterday and we will always take care of you per our warranty. Finally, As I stated to you when we originally met I appreciate all your comments it's how we as a company continue to grow and learn from our customers and continue to be a leader in the home improvement industry!
Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #9278770. I do believe ******* needs to do spot checks with his installs at the very least. He puts a lot of trust in his crews to do quality work and there were issues during the install. I am the consumer, someone ignorant to the install process at first in many ways but who quickly learns what to look for. ******* is a standup business man but my hope is an official complaint will help in the end with his taking action to improve the install process.
BBB's Final Determination: Consumer accepted resolution offered by the business.
Read Complaint Details
Complaint: A contract was signed with Rhode Island Home Improvement to overlay our roof. Throughout the sales presentation, the sales representative detailed the top quality service that RIHI's reputation has been built upon. That service was to include professional service beyond that which a typical contractor could provide, a supervisor on site during the project, and a thorough clean-up of our property upon completion. On three occasions, RIHI staff arrived at our residence in unmarked vehicles and without any identification; the first time unannounced to measure our property for proper materials ordering. It is a reasonable expectation for a company that claims to be larger and more professional than a single contractor to have at least one vehicle on site identifying the company. Instead, we saw either personal vehicles or panel vans without lettering or magnetic signage on all site visits. The first day our project began with crew members arriving in unmarked vehicles and commencing erecting ladders and throwing bundles of shingles on our roof with no knock on our door. The project manager arrived approximately 90 minutes after the crew. He did come to the door, but mainly to inform us that they would be leaving after patching the hole from our now removed chimney (coinciding boiler work) due to rain. The following day, again a crew arrived without announcing themselves. Our first indication of work was shaking ceiling fans and light fixtures at 8am. During the sales presentation, the sales representative assured us that site clean up was a primary concern on all jobs. As we have two dogs and a small child that was a powerful point. There would be a visual clean up for debris as well as a magnetic rollover to collect any metal that may have fallen. After the crew that failed to announce their arrival left our home without notice, I walked the perimeter of the house and gathered enough shingle pieces, wood shards, and nails to half fill a gallon storage bag. These pieces were large enough to be plainly seen from my 6' perspective, some measuring over 8". I also found 5 nails near where the crew had their materials delivered. All of these shortcomings prompted me to email both the sales representative as well as the president of the company whose email is listed on the BBB listing. Approximately 4 hours after sending my email I received a reply email requesting a time for the president of the company as well as his staff to visit our home to address these issues. Both presidents, both of the company's project managers, as well as workers arrived at our home at 12:30pm. They immediately apologized for our disappointment and wanted to discuss the matters with us and their staff in the same room. The project manager, who arrived unannounced and without identification the previous week, gave a fair account of the timeline for our project and our interactions. One president asked if we had met the supervisor who had been at our home. Up until this point, we were unaware a site supervisor was ever present - he had never introduced himself or knocked on our door. We were home throughout the entire project. We then began a walkthrough to search for more debris and insure that the roof had been installed to their company's standards. One president of the company accompanied me on the ground while the other climbed to our roof with a worker to check for debris and inspect the job. On his way up the ladder one president was kind enough to remove some leaves blocking a downspout. He also found several pieces of shingle and packaging in our gutters that were left by the crew. They informed us that this was not uncommon and one of the reasons for a final walkthrough after the roof has been completed. A worker also ran the magnetic roller over our property once again to ensure that no nails were missed. He found several more. The second president took the opportunity to try and sell us on having our siding and windows redone by RIHI in the future. We finally returned indoors to close our discussion and escape the rain. Again, apologizing for our disappointment in the service was the theme. We were told that the roof looked fabulous and that the company felt it had been installed correctly. We never disputed that fact. We signed a completion form indicating that we agreed the roof had been installed completely. Despite our disappointment with the service provided by RIHI, one of the president's asked us if we would be interested in providing a video testimonial for their website. We declined as we were still dissatisfied with the overall service. They felt their more than timely response with a personal visit to our home should have been service enough to satisfy us. When we reinforced that we felt we had not received the services promised by the sales representative, one of the president's actually said, "We may need to discuss having our sales representative not paint such a perfect picture. No job is going to go perfectly." The company that claims a 64 year reputation for quality products and services actually said that they would rather lower their standards being sold to customers than provide the full service they had promised us when we signed our contract. A few hours after the second clean up walkthrough (which I don't believe is standard procedure), I walked to my car parked in the street. I found 2 approximately 5 inch roofing nails and a hook blade for a utility knife in the driveway. We also discovered a black scrape on our siding that appeared to be from a shingle rubbing against it. The president of the company did provide his email, direct line, and cell number; but having him come back to pick up a few things and apologize didn't seem necessary and wasn't going to improve out opinion on the company's service.
Desired Settlement: After receiving other quotes, we chose Rhode Island Home Improvement because of their reputation for quality and service as well as their numerous options for financing. Despite their price being double that of a typical contractor their sales representative exhaustively explained their superior products that RIHI exclusively distributes, detailed the on-site service we would receive during our project, and explained the various methods for clean up, removal, and disposal of debris from job sites. We did not receive any of the services we anticipated and presumably paid for. The entire administrative staff coming to our home with extra workers failed to find all of the debris, particularly nails in the driveway that could have damaged RIHI's vehicles, our plumber's vehicle, our insulation contractor's vehicle, or our personal vehicles that I'm still not confident parking in our driveway. We believe a minimum 10% credit for the full purchase price including our deposit should be applied to the Wells Fargo credit line that RIHI facilitated opening for this project.
Business Response: I am writing with reference to complaint #9259225- ****** *****. Firstly I must say that RIHI’s utmost interest is too consistently strive toward perfection and to ensure that concerns such as Mr. *****'s are properly and expediently dealt with. I provide the following narrative to best convey this process. As I mentioned, RIHI constantly strives for perfection, when and if there's ever a customer concern, we respond immediately to assess and address all concerns whether substantive or frivolous. Upon receipt of Mr. *****'s e-mail, RIHI’s management team immediately was in contact with all individuals involved with his installation. After meeting with management staff to discuss the content of Mr. *****'s e-mail, I, as co- president of RIHI, promptly sent an e-mail to Mr. ***** to request an immediate meeting at his home along with my staff members so we could address his concerns. I also indicated to Mr. ***** that I could be at his house within one hour. We subsequently set a meeting for 12:30 PM the same day. 12:30 PM, **** ******** co president, along with me, **** *******; production manager, as well as the entire crew and their supervisor, punctually arrived at Mr. *****'s residence to address his concerns and thoroughly inspect the work that had been completed. After speaking with Mr. *****, we begin our inspection. I personally got onto the roof to perform an up-close visual inspection of the installation, and found that it looked great, incidentally, Mr. ***** agreed. I also found that a portion of gutter and downspout on his house was filled with leaves and I clean them as a courtesy, at no charge to Mr. *****. During the inspection, Mr. ***** expressing his dissatisfaction with the existing siding on his home and suggested that he planned to have it replaced in the future. **** invited Mr. ***** to visit our showroom and take a look at what RIHI has to offer, when he's ready. Regarding Mr. *****'s comment about debris left behind. There were many leaves, as well as dog feces in the rear yard, (Mr. ***** warned me about, of which, I appreciated ) maybe a few small pieces of shingles, or a few nails were missed by the magnet we use however, as Mr. ***** stated he had filled half of a 1 gallon storage bag, (one quart of debris). Recognizing the scope of the work that we did, and the leaves on the ground, one would think the clean- up was quite thorough, especially in light of the very small quantity that he actually found. When RIHI did the final inspection on October 12th, we had the crew once again run the magnet over his property to check for nails and or other debris and found virtually nothing. Mr. ***** contends that he found 2; 5 inch roofing nails in the driveway, and was concerned that his plumbers’ vehicle, or insulating contractors’ vehicle, (which were parked in the driveway) or his vehicle could have been damaged by the nails. Well, roofers don't use 5 inch roofing nails; frankly I'm not sure whether they even exist. Maybe, the nails fell from the trucks of the other two contractors in the driveway after we left the site. They certainly didn't come from RIHI, but yet, Mr. ***** complained to RIHI about them. Why? For many years, RIHI has earned its reputation by providing its customers with top-quality products and prompt courteous service; we are saddened to hear that Mr. ***** feels differently. Suffice it to say, we responded to his concerns quite expediently, the installations that he received as well as the quality of the materials are superb. At the conclusion of the final site inspection on October 12, 2012, Mr. and Mrs. ***** signed a completion certificate indicating that they were pleased with the work that had been done. Based upon the above, we respectfully request that this complaint be closed and removed from our record. Summary of Facts: October 4, 2012 Jack ******* our production manager stopped by the *****’s residence being that he was in the area, knocked on the door and introduced himself to Mrs. *****. Job was set up to begin on October 10 2012. October 10, 2012 RIHI began job as promised, rained that day ended up just covering over chimney that was removed from plumber, Mr. ***** was told we will return to work October 11, 2012 October 11, 2012 crew returned to home as promised work began, approximately 12:30pm **** ******** one of our managers stopped by the home. At that time **** asked Mr. ***** if he was happy, he stated yes. Per Mr. ***** comments in claim to BBB, Mr. ***** indicated he was home all day; he left at 3pm, yes the crew left around 4:15pm he was not home. October 12, 2012 received email from Mr. *****. We were at his home within hours of email. To respond to his concerns. We also did our final walk around with Mr. ***** in order to complete the contract, please refer to the copy of the contract were you will see Completion Certificate by Purchaser. The Completion Certificate was signed by both parties. Please see attached document. Job is completed within specific time frames laid out per contract and per discussion. Please see start and completion dates highlighted on contract. Prior to me leaving I gave my direct cell number and desk top number in the event Mr. and Mrs. ***** had any questions or service related items and to please call me at any time, I stated even if he found 1 nail that may come up over time to just call me and we will right back out. Also, upon my arrival to my office I emailed him with the same info. (Please see attached document) October 12, 2012, during my visit. Mr. ***** stated the only reason he chose our company is because we offered financing and the other company did not. Lastly, I firmly believe thru the facts, we delivered the exemplary service that RIHI has been known to deliver for many years! It is my opinion; by trying to paint a negative picture at the end of a project to negotiate a better price is completely inappropriate.
Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 9259225. Mr ********, I am not negotiating a better price after the work has been completed. I am filing grievance for having been sold services that were never delivered as well as unprofessional behavior from all levels of your company. Again, you failed to mention that your crew failed to announce themselves to anyone in my home before commencing work. The supervisor was unknown to me before your personal visit to my home the day after job was completed. Your sales representative made it very clear that a supervisor would be on site and in contact with us throughout the project. I also believe my comments to your representative on Thursday Oct. 11 were more along the lines of "Things look like they are moving along, but I have no idea what they are doing." The representative smiled, nodded, and asked for my signature to secure a building permit approximately 30 hours after the job was originally scheduled to begin. Again, in my line of work a professional would have secured all permits and certificates before commencing work. While it is true that your staff paid an immediate visit to our home, the tone from everyone of your staff members aside from yourself was so condescending and unhelpful that we never wanted you or your staff to return to our property for any reason. My wife actually advised me against filing this complaint as she didn't want to endure another interaction with RIHI. We were sold professional service, a knowledgable site supervisor, and a thorough cleanup of our property. We feel that the level of professionalism was so much lower than any other contractor we interacted with that week that we are dissatisfied and feel as if we did not receive our monies worth. We were unaware that there was even a site supervisor present on our job site until you told us the day after the job was completed. We feel we did not receive our monies worth. And while there was seasonal debris and droppings from our small dogs, most of the debris I found was larger than any of those things. We did not get our monies worth for the inadequate cleanup we were sold on. I have attached 3 photos to provide visual evidence of these complaints. First is a photo of all the debris in the bag provided to RIHI on their visit in response to our initial complaint. The water bottle shows scale and clearly indicates that these were not small pieces of debris and all found easily with the naked eye shortly after the crew left our site, this included finding 5 "standard" roofing nails in the driveway. Next is a photo of damage that we presume resulted from a shingle or debris falling against our siding. And lastly, a photo of the "non-roofing" nails and hook blade utility knife that were found in our driveway after the secondary cleanup. The roofers were the only folks using nails on our job site. Cellulose insulation installers and plumbers do not often use such fasteners. While I don't know if these are RIHI's, I know they aren't mine and appear to be of a roofing type head. All of these shortcomings were expectations set by your sales representative of services to be provided. We did not establish these standards, RIHI did. We paid RIHI over $4000 more than the contractor we had planned on hiring because of these service standards being established by RIHI. RIHI did not deliver these services as promised by your representatives BEFORE the job. We are requesting compensation after the job as we could not have foreseen such a wealth of misinformation to have been included in the two and a half hour sales pitch. While you may believe you provided a satisfactory roof installation, everything that was promised to happen below the roof line was not delivered and we feel we should be compensated. Charging for services established by RIHI and not delivering is embarrassing.
Business Response: Mr. *****, I have reviewed your response and again I find it completely misleading to the actual facts. Please see below another copy of the facts. Summary of Facts: October 4, 2012 **** ******* our production manager stopped by the *****’s residence being that he was in the area, knocked on the door and introduced himself to Mrs. *****. Job was set up to begin on October 10 2012. October 10, 2012 RIHI began job as promised, rained that day ended up just covering over chimney that was removed from plumber, Mr. ***** was told we will return to work October 11, 2012 October 11, 2012 crew returned to home as promised work began, approximately 12:30pm **** ******** one of our managers stopped by the home. At that time **** asked Mr. ***** if he was happy, he stated yes. Per Mr. ***** comments in claim to BBB, Mr. ***** indicated he was home all day; he left at 3pm, yes the crew left around 4:15pm he was not home. October 12, 2012 received email from Mr. *****. We were at his home within hours of email. To respond to his concerns. We also did our final walk around with Mr. ***** in order to complete the contract, please refer to the copy of the contract were you will see Completion Certificate by Purchaser. The Completion Certificate was signed by both parties. Please see attached document. Job is completed within specific time frames laid out per contract and per discussion. Please see start and completion dates highlighted on contract. Prior to me leaving I gave my direct cell number and desk top number in the event Mr. and Mrs. ***** had any questions or service related items and to please call me at any time, I stated even if he found 1 nail that may come over time the grass that we did not see to just call me and we will right back out. Also, upon my arrival to my office I emailed him with the same info. (Please see attached document) October 12, 2012, during my visit. Mr. ***** stated the only reason he chose our company is because we offered financing and the other company did not. To clarify your rebuttal comment the permit was pulled on October 4, 2012; the article you had to sign on the 11th was an affidavit stating that you are the homeowner. The town does not allow the contract between company and consumer to state ownership of the property. Also the town supplied affidavit allows the contractor to do work for the consumer. Regarding the pics that you forwarded. Thank you. One can clearly see your intentions. Even if the 2 nails you show in the pics are RIHI’s, although that are not roofing nails. Why didn’t you call me as we discussed prior to me leaving your home? I stated please call me for anything at any time, if you find a nail etc. I will be right out for you. This was prior to your complaint. Also why did you lay out the 4 or 5 pieces of scrap along with other items like the bee’s nest, grass, on your wall. Was it to make the debris found look bigger? (And yes we did miss those small items during our first clean up) what was your intent then? Thursday the day we actually did your roof. Mr. *****. Along the entire installation 1 and ½ days you knew exactly when we were coming to your home that was relayed to you directly. I honestly believe we both know the truth. Mr. *****. Understanding the dialog we currently have. I want you to know I take great pride in servicing our customers. Again, I cannot reiterate enough to please call me ASAP if there is anything service wise that needs attention.
Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #9259225. It is quite obvious that we have quite different points of view on this matter and will not be ending this discussion with the customer feeling we've gotten what we paid for. We will have paid substantially more than an average price for less than average and unprofessional service. RIHI will have received their payment and moved on to their numerous other projects. I am closing this case with the BBB as I haven't another minute to spare debating semantics with you. Your company is a disappointment in our opinion. I will be making that known to as many people as possible through all mediums necessary. I sadly had several responses from Facebook friends who had similar experiences with RIHI window installers. Most other industries live by the maxim that the customer is always right. You and your brother have taken every opportunity to tell us how wrong we are about our own perception of our experience with RIHI; let alone insisting your version of the facts are more accurate than ours. Best of luck in the future, but I assure you that your reputation in the modern public's opinion is far from award-winning.
BBB's Final Determination: Consumer accepted resolution offered by the business.
Read Complaint Details
Complaint: A company came to my house and gave me an estimate on my roof and windows. They told me I needed I deposit of $100 minimum, which I did. I was told that my deposit would be refunded if cancelled in three days. I cancelled in a day and a half four different ways: by fax, phone, email, and postal mail. This was in April 2012 (5 months ago). Since then I have emailed them, and called by phone numerous times to the company and to the salesman. The receptionast passed me on to another lady who said it was passed on to her supperiers for review. They have my address, email address, and telephone number and still have not contacted me.
Desired Settlement: Do not let this company get away with this with me or anyone else, and refund my deposit.
BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved
|8/9/2012||Problems with Product/Service | Complaint Details Unavailable|
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Complaint: In late fall of 2002, Rhode Island Home Improvement (RIHI) installed a new roof on my home using BP of Canada shingles. The salesperson touted the 25year warranty on the shingles and we were given a copy of the warranty after the installation. In the spring of 2009, I noticed signs of deterioration of the shingles and called RIHI. I then worked with RIHI who filed a complaint with the shingle manufacturer on my behalf. In late spring of 2010, I received a letter from the shingle manufacturer stating that my claim was denied. I called RIHI who spoke with the shingle manufacturer and was told that the claim was denied because the 'attic wasn't vented'. I informed the RIHI rep, who had originally looked at the home, that the attic did indeed have gable vents on both sides of the home. He stated that he would discuss the issued with the shingle manufacturer representative and get back to me. That is the last I have heard from anyone at RIHI. I have tried for a year through phone calls and e-mails, to get in contact with the RIHI rep, but to no avail. Therefore, in August of this year, I called the shingle manufacturer directly. They essentially told me the shingle warranty is not valid since the roof is not built to current building code specifications, i.e, there are no eave vents in the roof (even though we do have gable vents). If I had to guess, I'd say that at least 75% of the homes in Newport do not have eave vents. RIHI and its salespeople told us the roof shingles would have a 25-year warranty. As the experts in the field, RIHI should know that the warranty would not be valid and should have told us so when they installed it. I have sent several photographs to RIHI in the past that reflect the poor quality of the roof shingles they installed. I have also discovered that there have been numerous complaints on BP of Canada shingles (see www.roofery.com/shingles/reviews/bp). Since I contacted the shingle manufacturer in August, I have tried again to get in touch with the RIHI rep, but again to no avail. In the past month, I have e-mailed and called the President of RIHI twice and have not even received the courtesy of an acknowledgement that they have received my communications.
Desired Settlement: I need to hear from someone at RIHI on this matter who has the authority to negotiate a plan to equitably take care of this situation before the shingles deteriorate so much that they start to leak.
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********
I'll start by saying that Mr. ******** is certainly quick to respond to a complaint to the BBB, but will add that this entire issue could have been avoided if anyone from RIHI would have responded to my numerous phone calls and/or e-mails over the past year!! I agree that the roof was installed in November, 2000, - my mistake. However, I first contacted RIHI about the deterioration of the shingles in August of 2009, less than nine years after the shingles were installed. I also appreciate the work done by Mr. ******* in filing the complaint with the manufacturer on my behalf. I also agree with Mr. ******** that I never complained about the installation job performed by RIHI. In fact, I was quite pleased with it at the time it was done. However, based on the information obtained from the shingle manufacturer, RIHI is essentially selling roofing shingles that, in reality, have NO warranty if installed on a roof without eave vents. They, as the roofing experts should know this, based on the 'fine print' in the manufacturer's warranty, and inform the customer of such. Most homeowners wouldn't know an eave vent from a gable vent or understand the fine print in the warranty! Therefore, I reiterate my concern with RIHI that the shingles they sold to me with a 25 year warranty in truth have not warranty, that they were falling apart after less than nine years, and, most importantly, they have refused to even discuss the issue with me for over a year in spite of numerous attempts on my part to contact them.
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********
Unfortunately, Mr. ******** continues to ignore the main part of my complaint as I articulated in my last correspondence. That, at the time they sold me the shingles and touted a 25 year warranty, they should have known and informed me that essentially the shingles had NO warranty (as stated by the manufacturer), since my house did not have eave vents - which they knew!! And, they continue to refuse to discuss the situation personally with me. I'm not an unreasonable person, but when you try to contact a business numerous times over a one year period by phone and e-mail to discuss a job they did on your home and you get absolutely NO reponse or even an acknowedgement, you can see why I'm frustrated. Obviously, he has time to respond to you, but not me.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.