Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last september 2023 I was assessed for hail damage on my roof to this date, the repairs agreed upon have not been met. They also left roofing material (Shingles) on my property for 8 months that I thought was supposed to finish an unfinished portion of my roof. However, recently they came and took it after me informing them that it was still there. I asked when they were going to put them on my roof and also replace the screens to my windows they took (to be "repaired") ... this again is after almost a years worth of time has passed. I have asked multiple times when the project is going to be finished, and they have told me, "what they have done is in fact complete" when it clearly is not.

  

  Business Response

  Date: 07/30/2024

  ************
  
  First off, I want to apologize that roofing material was left at your house for so long. There was a clear miscommunication between your sales rep and our production team that led to us believing the material was wanted and was to be left on site.

  Also, we have been notified that your screens are completed and ready to be returned so we will get those back to you right away. 

  Regarding the portion of the roof you are referring to as unfinished This portion of the roof was completed using rolled roofing. The area was completed with rolled roofing due to the area in question being considered a low slope area, meaning that the pitch is less than a 2. Building code does not allow us to install shingles on surfaces that have less than a 2 pitch.
  
  The building code (which I believe our office sent you a copy of) states as follows:
  
  Asphalt shingles shall be used only on roof slopes of 2:12 or greater. For slopes 2:12 up to 4:12, double underlayment is required.
  
  Our understanding is that you are wanting to ignore our recommendations and building code and install shingles on the portion of the roof. We simply cannot do that without the building departments approval. Just like any law we didnt write the building code but as a licensed contractor we are required to follow it.
  
  We have discussed your situation and wishes with the city and a building inspector has agreed to visit your home with us to determine if they will allow us to install shingles in the area you are requesting. If the city approves this exception we will be happy to install shingles in the area you requested but we will also require a waiver of warranty on that section of roof being that we strongly advise against installing shingles on a low slope roof.
  
  Our production manager contacted you yesterday to try and arrange the inspection with the city but our understanding is you refused to communicate with him via phone. We will contact you via email and respectfully ask that you communicate back with us so that we may arrange a time to meet the city inspector on site to determine if we can proceed as you wish.

  
  

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a hail damaged on may 8 2023.. and still did finish the jobs.I need to fix my house as soon as a possible

  

  Business Response

  Date: 07/25/2024

  Hello **, 

  We have received your complaint and I have reviewed your project with your sales rep and our production management team.  I first off want to apologize for the amount of time it has taken us to get this project completed for you. I can completely understand your frustration as I believe I would feel the same way in your shoes. We will make sure your project is fully completed asap.

  It sounds like our guys were there today working on the last few items - which are the glazing bead, some painting touch *** and a few deck boards that need to be replaced. From my conversation with our production team it sounds like the glazing bead will be done today and the paint touch *** have been scheduled. The last item will be the few deck boards that need to be replaced, for which we will need to order the material. I will make sure the deck boards are installed as soon as they arrive and that we wrap up these last couple loose ends. 

  We all appreciate your patience and will look forward to finishing up the last couple items for you. Please don't hesitate to reach out to our office at ************ if you need anything else in the meantime. 

  Ben with Rocky Mountain Exteriors 

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,

  We are currently working with the owner to have the issues resolved. They have been very responsive and we appreaciate them working with us. 

  d. I also personally do not believe that the flashing was replaced the first time, nor did another inspector feel that it was replaced. I have noticed there are multiple other areas on the roof where the shingles are raising up (like waves) and this roof is less than 2 1/2 years old. These issues listed above were not issues with our 20 + yr roof, and only became an issue once it was replaced. Our next-door neighbor also had their roof replaced with *** the same month, and they are now experiencing similar problems with their roof. The craftsmanship is poor and we are having problems only two years out, I cannot imagine our roof lasting 20+ yrs without significant damage to the structure of our home. *** claims they have a three-year labor warranty and will fix anything that was caused by faulty workmanship or improper installation, which seems to be the whole roof. Sealant will not fix these problems only proper roof installation will.

  

  Business Response

  Date: 09/26/2023

  Hey *****, 

  We are so sorry to hear you are still having issues with this portion of the roof. I understand your frustration with the situation especially being that the roof is still relatively new. It sounds like we thought we had identified and fixed the problem on the previous visits out to service your warranty request but that is obviously not the case. We will want to get this taken care of right away for you and we will, as we always do honor our warranty and will make sure the issue is properly addressed. My understanding is that you already reached out to **** yesterday and he is just waiting on a response from you to set a time to meet you and take another look at roof to see what is going on and what needs to be addressed. We kindly ask that you please confirm a time with **** so we can come out to take another look and get this issue corrected. We are proud fo the work that we do and will stand by it. Once you confirm a time with us we will get this moving and addressed to make sure the issue is correctly and promptly fixed. 

  Thank You, 

  The Rocky Mountain Exteriors Team 

  Customer Answer

  Date: 10/12/2023

  **** has been great and very responsive with everything. Things have been taken care of and we are satisfied with the resolution. 

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/17/2022

  *****************,

   

  First off we want to apologize if you felt like any member of our team did not take your inquires on the window installation seriously. We strive to always communicate consistently and proactively with our customers and obviously we did not do our part in meeting that goal. Regarding the status of your window installation...the window that needs to be installed is finally in and our installation crew attempted to install the window today as scheduled but was unable to do so due to the snow. Our crew is planning to install the window for you on Sunday which should complete all of the trades on your project. If you have any further questions or concerns please contact our office directly at ************ or your sales rep.