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R.C.I. Roofing, LLP

Phone: (413) 527-4775Fax: (413) 527-8469

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by Resolution

Complaint Resolution Log (1)
07/03/2013Problems with Product / Service | Read Complaint Details

RCI billed me for work not completed, did not communicate, and was extremely rude on the phone.
On Thursday, June 6, I called RCI Roofing to inquire about a repair on my leaking roof. The person I talked to was terse, but said she would have a repairman sent to my house. I asked for an estimate and she said that since even showing up was $75/hour, it would make more sense to just have the repair done while the assessor was here. I was led to believe it would be a matter of weeks or even months before a repairman came. Less than an hour later, I was called by a repairman who said he was at the house. I asked if I should come home to point out the leak and he said that wasn't necessary. It incidentally started raining quite heavily later that day and the leak had not been repaired (see image 1).

On Monday, June 10, having recieved no further correspondance and no indication of any work done, I called RCI back and man on the phone said he didn't have information and would have someone call me back.

On Thursday, June 13, I recieved a bill dated 6/11 for $150 indicating only "Labor and Materials: Roof Repair." I again called RCI and reached the uncouth receptionist. When I explained that in the interim I had another roofer come and confirm (and point out) holes in the effected area (see image 2) she said I was trying to weasel out of a bill,that I shouldn't have called someone else to check on their work, and that I should have called them back if the leak was still there. When I told her that I had called back, she called me a liar and said "I have caller ID!" As it escalated to a shouting match and a stalemate, I told the ************ I'd like to speak to someone else. I was put on hold for several minutes. She picked up again and said there's nobody else to talk to there. She reiterated that there was no way I wasn't paying that bill (for a repair not done) but said the crew could be sent back to try fixing it again. I asked her to confirm that I wouldn't be charged for this second visit and I then asked that the repair crew be sent tomorrow. We agreed upon 8am as an arrival time.

It is now 9 am and nobody has come and I have received no phone call.

Desired Settlement
I would gladly pay the $150 if they do the repair or I can call another company to do it. I will not give them $150 for a job not completed.

Business' Initial Response
On 6/6/13 we received a call from a man requesting a repair for a leak in his roof. Although he was not a previous customer, the ************** agreed to send our repairman over a.s.a.p., as we were having a lot of rain and he was a local resident and didn't know who else to call. He was made aware that we do not have a regular repairman and the ************** was not sure when someone could get there and that we do not give estimates on small repairs. We charge an hourly rate of which he was made aware of and agreed to. We sent our repair men over the next day 6/7/13 as we happened to have an opening and thought the prompt service would be appreciated. They repaired the area believed to be the problem and we did not hear from the customer again until he received the invoice for the repair on 6/13/13. He called and informed the ************** that he had already called another roofing company and was not going to pay the invoice as his roof was still leaking. She informed him that we had sent two men over and that they had made a repair to a problem area in the vicinity of the leak and that the invoice was valid, and that if the roof was still leaking, he should have called us and we would have sent someone back over to check for another leak (as water can travel from one area and appear in another). We do not warranty repair work on roofs that we did not install. Repairs are usually due to problem areas or improper installations and we cannot warranty someone else's work. However, we try to make the best repair possible. He was told that we would try to send someone back over to check, but only wanted the invoice voided because he had already gotten another roofing co., and demanded to speak to someone else. After consulting the ****** the ************** informed him that there was no one else to speak to as she did the billing and the ***** did not feel the invoice should be voided. She told him we could send someone over to check it which he finally agreed to, but after considering the situation the ***** felt that if another roofing company has already been there, and the customer was that insistent that he not pay the bill, that it was not in our company's best interest to get further involved. When the man called the next day and he was informed of our decision and was referred to the *****'s voicemail but left no message. At no point was there a shouting match by either party, and at no point between the time of the repair and receiving the invoice did the customer make any attempt to contact us to inform us that his roof was still leaking. It is not in our workers nature to go to a customer's house, call him to let him know we are there, and not do any work. It was the **************'s decision to schedule the repair as a courtesy to a local resident thought to be in need, and in no way meant to be terse or rude to any customer.

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is disingenuous and downright false at some points and I do not accept it. Not only does it provide no resolution, it paints me as a scammer and a liar, much as their ************** tried to do.

While I appreciate the prompt service (it was in fact the same day as the initial phone call), there was no communication of any kind prior to my second call on 6/10, which they insist never took place. An image of my phone call log can be seen here.

I talked to a man there and was told I would be called back with more information. Because I had received no call back and the leak was not repaired, I did call another person to inspect the roof. They pointed out a couple of holes on the roof and I arranged for them to come back the next week to fix it.

I then received the bill and inquired about the repairs I was being charged for. When I mentioned the other roofers who had come and seen (but not yet performed any repairs on) my roof, It seems I struck a nerve with the **************, as she became very aggressive and scolded me for "having someone else check on their work." I'm curious to know the basis on which the respondent insists no such escalation took place. The angry ************** insisted repeatedly that I was trying to cheat them out of payment of this bill but she was unable to provide details of the work they are said to have performed. On a side note, my tenant informed me he saw the technicians eating lunch in their truck, and I'm assuming this is one of the things I'm being billed for.

As I mentioned in my original complaint, I asked the ************** who else I could talk to and I was put on hold for several minutes. She came back on the line (thankfully with a cooler head) and told me that there was nobody else I could talk to there. Since she had suggested sending technicians to address my still leaking roof, we agreed upon a time, which was 8 am the next morning. At no point was I "insistent that I not pay the bill" when this was suggested.

I only found out about the *****'s decision to send no one when I called several hours after the agreed upon time. The ************** said my only recourse was to leave a voicemail, which I did, asking for a call back. This response indicates I left no voicemail and unfortunately I have no way of proving I did since I'm guessing it's been deleted.

There are many points throughout this whole exchange that things could have gone differently. I could have been informed they don't repair roofs they didn't install (which I would suggest as a policy henceforth). I could have been told what was supposedly done on my roof. I could have had more pleasant, or at least less hostile interaction with the **************.

None of these things took place. So far I have a still leaky roof and a name off my shortlist for a planned roof replacement.

RCI can continue to vilify me all they want, I'd really just like to know where we stand at this point, because where we left off is RCI demanding payment for something that wasn't done.

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Roofing Contractors, Commercial Roofing

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