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:11/04/2023

  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 storm damage to my roof in June 2023. Filed a homeowners claim. Got several repair estimates. Decided to use RCB roofing since they were contracted through lowes and had a slightly lower repair cost price. I placed the down payment which was exactly half of the total cost of almost $12k. They never completed the job and are trying to charge me an additional $3500. I have tried to resolve this MANY times with *****/RCB and spent many hours of my time and energy including taking time off work. I never signed off on completion of the work because it was never completed by RCB roofing. They even told me they made an error and would have to eat the additional cost. They have gone back on their word many times done unsatisfactory and incomplete work. I have tried many many places and people trying to resolve the issue with no results despite being told It would be resolved. I agreed to pay the original amount of the balance less what it cost me to have someone else complete the job. I have now spent so much of my time fighting this that now i want compensation for my time and mental health being affected by the stress and anxiety this has caused me and my wife. I am planning on retaining a lawyer and take the necessary legal action if this is not resolved. Also i have documents and saved email and voicemails from my attempts to resolve this with the company. All they do is lie and now have made up the story that i agreed to the extra cost. I will give them one last opportunity to do the right thing before i proceed with legal action.

  

  Business Response

  Date: 11/08/2023

  RCB received an estimate request from Mr. ***** *******************. During the appointment, the homeowners provided their insurance claim paperwork and we provided an estimate based on this. As all construction projects ***** contracts, we informed the homeowners that if unforeseen damages were found after removal of the existing roof system, there would be a change order that would be discussed. The homeowner's understood this and signed the contract that has language specifically pertaining to "pre-existing conditions". 

  Upon project commencement and roof removal, a large amount of rotted roof decking and rafters were discovered. This damage is not able to be seen from an attic inspection due to the damage being surface level and only visible once the roof is removed. This does qualify as "unforeseen" and pre-existing damage. RCB's project supervisor had a conversation with the customer on site as this was discovered and the customer gave verbal approval to proceed. During the project, a corner of the roof which had substantial fascia ***** sub-fascia damage was found to be irreparable by the install crew. Since this specific area was originally included in the contract, RCB advised the homeowners that this cost would be deducted on the change order. RCB did so and later that evening the sales representative processed the formal change order paperwork, which the customer refused to sign. 

  Since project completion, RCB has offered to work the homeowner's insurance agency to process a supplement to cover the change order since it was related to the storm event. The customer has not cooperated with this offer and still has not acknowledged the change order even though the contract does have terms ***** conditions relating to this. RCB still offers to work with the homeowner's insurance to assist with the additional costs, but it is up to the homeowner to allow this.

   

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20826988
  
  I am rejecting this response because:Every statement made is a complete lie and no rotting or damaged wood was present. I have lived at this residence for 25 years. I have had the roof replace by Lowes home improvement in the recent past. ******* was in excellent condition then as well as the day of inspection by my insurance adjuster. My insurance adjuster and all contractors made the comment how good and dry ******* was. This company is as dishonest as any Ive ever seen. All I have been given is lies to cover their mistakes.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/24/2023

  We have attached a photo report from the day of installation. The photos of the wood replacement do show damage and water rot. Unfortunately this type of damage is only seen from the top surface of the roof deck and is not visible from **************** space. We stand behind our work of providing a quality roof replacement - this project required more work than usual due to the conditions.

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20826988
  
  I am rejecting this response because: You are grasping at straws and now claiming my roof was rotting. This is the first I have been told of rotting wood. If this were the case where is a photo of the rot or one piece of rotting wood from my property. I was home inside the house during almost the  entire process. No rotting lumbar was removed. As a matter of fact the adjuster made the comment of how dry and in good shape the roof was. Also the contract clearly has a clause that if any rotten or damaged boards are found the contractor on has $200 of room to proceed without approval of the homeowner. Not only was I never contacted about any changes or problems on the day of the installation. I was never informed afterwards. Your workers just left without completing the entire job leaving me hanging and refusing to return any calls or texts until I finally called Lowes corporate a week or so after no response from anyone at ***. I have all the texts and conversations between the *** reps * project mgr etc that will bring the truth to light. The more this continues without *** doing the right thing the angrier I become. Do the right thing and stop the lies and trying to cover your selves after the fact. There is a reason I refused to sign off on the project being completed to my satisfaction. IT WAS NOT COMPLETED and I am getting charged for work that was not approved or agreed upon. This has gone on long enough and my patience has run out. You have waisted enough of my time and energy. I will get a lawyer and *** for damages and continue with Lowes corporate to be sure no other customer ever has to go through the aggravation that my wife and I have been through
  
  Sincerely*
  
  *****************************