ComplaintsforRay St Clair Roofing Inc

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ray St. Clair put a complete new roof (tear off and new install) on our home June 2020. We recently had an inspection done & were told there was no drip edge flashing installed at the gutter line, which is code in ** since 2018. Spoke to Dave at RSC and were told that it was not included in our original work order. When we asked why, as it's code in **, he said Tony, our estimator, must have just "forgotten which state he was in at the time" as that particular code was discontinued in the state of Ohio in 2020. We asked to speak to someone else. Eric called back the next day (after a second call to them). He said that "we do things correctly"; our roof was inspected upon completion by the state of **. Everything passed the state inspection. Eric agreed to honor the previous offer made by Dave to "split the cost" of putting on the drip edge flashing & only charge us $300, telling us that he would not have been that generous, as that barely covered the labor to send two guys to our home. While we appreciate the offer to "split the cost," our original work was part of an insurance claim; the only out of pocket on our part was our deductible. The cost of the drip edge should have been in our original work order (again, it is code in **) & would have been covered by our insurance company. After a call to Planning & Development Services in ****** County, we learned that new roof installs that do no involve structural damage, which ours did not, do not require a permit, nor do they get inspected upon completion. Therefore, we were told a flat out lie by Eric about our roof being inspected by ****** County, as it never was. We will now have to have drip edge flashing installed at our expense (certainly not by RSC). RSC would not admit they did anything wrong; however the house inspector told us our house was the 6th house he inspected with the same issue with a RSC roof. A reputable roofing company should be familiar with building codes of the state they are working in.

  

  Business response

  04/14/2023

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

  Thank you for reaching out regarding your concerns.  While I'm sorry to hear about your experience, we do make every effort ensure that our customer's have a positive experience.  In an effort to effectively resolve the issue raised by your home inspector, Ray St. Clair Roofing will reimburse you directly, for the expense of adding the drip edge flashing.  Please provide a paid in full receipt from the contractor that performed the work, and we will reimburse you.  Also, in light of your impending sale and move, please provide us with the proper mailing address for the payment.

  I appreciate you bringing the concern to our attention.  

  Sincerely,

  Joel P*****

  General Manager 

   

  Customer response

  04/23/2023

  Better Business Bureau:
  
  We have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to us.  We accept that they will reimburse us for our out of pocket expense for installing the drip edge flashing to our home, which should have been done per ******** code when our roof was installed by Ray St. Clair in June of 2020.  By agreement on their part to reimburse us in full, we take that as an admittance that they did not follow ******** state roofing codes when they installed our roof.  We hope this prevents them from doing this to other ******** customers in the future.

  Please send reimbursement in the amount of $800 per the attached paid in full invoice to our new address (NOT the address on the invoice where the work was performed).  The new address is:

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

  
  Thank you, 
  
  ****** * *** *******
  

• Initial Complaint

  12/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The work was not done in a professional manner as agreed in the written contract. The work was not completed as agreed in the written contract. The vendor has been contacted repeatedly to correct the work. To date, the vendor has either not returned phone calls to discuss resolution, or has broken appointments for corrective action. Therefore, I have no confidence in this vendor’s integrity and intentions to resolve my complaints. Accordingly, I seek a full refund. In addition to the two photos which are uploaded in this complaint, drone footage is also available.

  

  Business response

  01/03/2023

  *** *****,

  Thank you for sharing your concerns with us.  While we are sorry that you do have concerns, we want to assure you that we are here to assist in resolving them.  Based on the information provided we are not able to form a correct response to the issue presented.  We believe that it will be necessary for us to meet with you at your home to review the issues in person.  We can then make the appropriate determination on what steps are required to solve the issue.  Please let us know when we can schedule that appointment.

   

  Thank you,
  

  Joel P*****

  General Manager

  Ray St. Clair Roofing

  Customer response

  01/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* *****

  In response to your Email of 
  1/5/23:
  
  The Ray Saint Clair Company 
  has not responded to my 
  complaint filed with the BBB
  on 12/25/2022.
  

  

  Business response

  01/25/2023

  *** *****,

  We are requesting the opportunity to inspect the concerns that you have noted.  A refund cannot be issued or negotiated without the opportunity to return and discuss the issue in person.  We are able to be reached at ###-###-####, please ask for Eric O****** Production Manager to schedule the inspection based on your availability.  

   

  Thank you,
  

  Joel P*****

  General Manager

  Ray St. Clair Roofing

  ###-###-####

  Customer response

  01/31/2023

  Consumer has notified BBB that she prefers the business contact her directly. Her attempts in the past to contact the business have been unsuccessful. She will be available any time on Friday. Please call her on Friday, February 3rd, to set an appointment to inspect the issues she has reported. Those issues include:

  • The gutter in the back of the house is leaking all over the deck. 
  • In the front of the house, you installed white guards to keep the leaves out and the gutters on my house are brown. This does not look right.

  The consumer is not seeking a full refund, she simply wants the business to address these concerns.
  

  

  Business response

  01/31/2023

  Thank you *** *****.  We will contact you on Friday February 3rd to discuss the outstanding concerns.

   

  Thank you,
  Joel

  Joel P*****

  General Manager

  (513) 874-1234

  Customer response

  03/08/2023

  Consumer has notified BBB that the business has taken care of the problem and the issue is resolved.
  

• Initial Complaint

  09/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday August 18th Ray St. Clair Roofing began to do work on my neighbor's roof. The first day the crew illegally parks in my driveway without permission. The next day they park entirely too close to my driveway to the point that my wife almost hits one of their vehicles. While the crew is working they trespass on our property several times without permission. The also drop shingles from my neighbor's roof onto our driveway, at one point nearly hitting my wife's car as she returns home from work. They did not clean up or check for nails. On Saturday 8/20 I discovered a nail in my tire as it is almost flat. I contacted the office on Monday 8/22 and spoke to a man named Dave. He apologized and assured me that I would be reimbursed for the damage. I took my car to Firestone and paid for the repair using my credit card due to needing my vehicle for work. Later a man named Eric comes to my home and attempts to drop off the check. Unfortunately my name is spelled incorrectly and I would have to wait to get my check. Finally the Supervisor of the job Alec comes and drops off my check on Saturday 8/28. I continue to find nails in my driveway and I try to do my best to pick them up. On Saturday 9/3 I discovered a nail in my car's tire. I contacted the office and this time spoke to Eric on 9/7 . He and I talk and he tells me that they could issue me another check but this would be the last time. I sent him an estimate on 9/15. He tells me that we have to pay for the repair before we get the reimbursement. Not wanting to be late on a bill (The last time they misspelled my name) I simply asked if he could cut the check to Firestone where I would get it fixed. He tells me that the policy is that I have to pay to get it fixed first. He also stated he sent me a policy which wasn't true. This company's negligence caused damage to our vehicles but they don't want to do the right thing. If they were careful and cleaned up this wouldn't have happened in the first place.

  

  Business response

  09/19/2022

  *** ******,

   

  I apologize for the inconvenience that this has caused you.  To avoid any reimbursement situation, I would be happy to pay the service station directly so that you can receive the service you need.  If you would provide the direct name and number of the service station to me I will take care of the invoice directly.  You may send that to me at jp*****@raystclair.com.  Again, I apologize for the situation that this has caused.  

   

  Thank you,
  Joel

  Joel P*****

  General Manager

  Ray St. Clair Roofing Inc.

  ###-###-####

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

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In roughly September of 2019, I engaged Ray St. Clair to provide several services, including replacing of my attic vent fan, some flashing work on my chimney, and replacement of a window that is under warranty. I used Ray St. Clair because several years ago we bought over $32,000 in new siding and windows for our house. We were impressed by them and their warranty and believed them to be a reputable company to work with. The recent work was a contract value of approximately $1,800 for the flashing and roof vent. The window replacement was covered by our warranty from the initial transaction. I made a down payment of 10% to get the project on their schedule. Many months went by and they did not even start the work until at least 6 months after I pad the earnest money. They came and did the roof vent, flashing, and window work on the same trip. Upon inspection of the replacement window, it was obviously not a factory-made window, The seals were bad and there was a scratch on the glass. I complained to them about it, and it took months for them to send someone to repair it. Several windows have been put in, none of which seems to be a factory-made window. The one that is in there now has a flaw in the channel that holds the screen, since the screen won't slide like it should. I sent them a letter indicating my disatisfaction with the window and asked for a resolution. To date, I have received no reply. I would have gladly paid them for the work had it all been done properly. They have repeatedly asked me to pay for the flashing and attic vent, but I'm not predisposed to do that since they are no honoring the warranty on the $43k purchase I made with them several years ago on the window. Withholding payment on the more recent work seems my only leverate. They are not responsive and my fear now is that any future warranty work will require will not be done properly, if even addressed at all.

  

  Business response

  01/26/2022

  Mr. ****** 

  We do acknowledge that at the time of your most recent purchase with Ray St. Clair Roofing, which was for roofing related work, that you noted that a window which we previously installed for you required a replacement insulated glass unit.  At that time we did agree to assist with the replacement of the unit through the manufacturer's warranty process at no labor charge, despite the fact that it was no longer under the labor warranty from Ray St. Clair Roofing.  Due to changes in the manufacturing process in the insulated glass products, it was clear that we could not provide an exact replica of the insulated unit that was currently in the product.  This was solely due to factors outside of our control in the window manufacturing industry.  Despite the fact that the manufacturer could no longer provide the necessary parts, we made the decision in an effort to provide exceptional customer service, that we provided and installed an entirely new replacement window at no additional charge to you.  Unfortunately this did not satisfy you either.  We believe that we have exhausted our efforts to resolve the issue with this window product, that was and is no longer within our labor warranty period.  I am available to discuss the situation further if you would like.

   

  Respectfully,

  Joel P

  General Manager

  Ray St. Clair Roofing Inc.

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

  Customer response

  01/28/2022

  ****** ******** *******
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Your contention that the warranty period has expired is false.  The work order we signed to engage St; Clair for this work states:  "All windows come with a 30 year non-prorated warranty".  Job #****** is referenced on the Invoice dated 12/15/16.  We paid it in full and expect the warranty provision to be honored.    

  
  Regards,
  
  *** *****
  

  

  Business response

  01/28/2022

  In response to the latest update on this complaint,

  Mr. *****, you are correct that the windows purchased in 2016 came with a 30 Year Manufacturer's Non-Prorated warranty, and a Two Year labor guarantee.  We have made several attempts to service the one window in question, which was installed back in 2016.  Due to your dissatisfaction with those attempts, we did replace the window completely.  Please explain what you are requesting from us at this point so that we may try to resolve the issue.    

   

  Respectfully, 

  Joel P

  General Manager

  Ray St. Clair Roofing

*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. ↩