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:05/30/2023

  Type:Product 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.

  Tree fell on my roof on 2 December 2022. I am greatly concerned due to the clear departure from the ordinary standard of care a reasonable person might expect from both Rampart Roofing *** located at ********************************************************************* Ph: ************ with email www.RampartRoofing.com and TRAVELERS PERSONAL INSURANCE COMPANY Mountain West Claim ****** - ******** Ph: ************ Thus far we are approaching 6 months and the only thing done quickly was Rampart Roofing ***. putting a blue tarp on my roof. Additionally, as you can see from the initial adjustment, Travelers attempted to pay me off with a grossly inadequate settlement. Furthermore, Rampart Roofing *** took 4 months to send a revised supplement adjustment to Travelers. These actions are an unjustifiable failure to perform and clearly indicate neither company wishes to act in good faith on this roofing claim.Timeline:2 Dec 2022 - Date of Loss 5 Dec 2022 - Travelers payment of $1848.59 was received 9 Dec 2022 - Rampart provide initial quote 10 Dec 2022 - Rampart tarped roof damage 29 Dec 2022 - Travelers correspondence for $1848.59 was received.9 Feb 2022 - I asked Rampart "When can I expect some progress on my roof?" Rampart's response "I am waiting for a few more quotes..."7 Mar 2022 - I ask Rampart when can expect my roof to be repaired.9 March 2022 - Rampart says engineers reviewed the structure.23 March 2022 - I ask Rampart for status 12 April 2022 - I ask Rampart when my roof will be repaired.17 April 2022 - Rampart says they sent supplement to Travelers 22 April 2022 - I ask Rampart again on latest status or ETA 3 May 2022 - Rampart contacts Travelers asking to see estimate, Travelers contacts me via email for permission.6 May 2022 - Rampart and Travelers communicate via email 12 May 2022 - I complain to both Travelers and Rampart via email asking for an ETA on when my roof repairs, neither company responds to email or phone call

  

  Business Response

  Date: 06/06/2023

  For clarification: We were notified of this complaint on 6/2 via email on 6/5. We did not receive the 5/30 complaint notification, but did receive a letter on 6/5. His representative called him on 6/5.
  The customer did not receive the "ordinary standard of care" from our team. We train our team to stay in communication with our customers to keep them updated on the progress of their projects and this did not happen in a timely manner for this customer. This is not our normal practice and we apologize to him for the lack of communication on our part.
  

  As he stated, insurance has not given him enough money to fix his roof correctly and the approval process continues to drag out. We have continued to try to get insurance to approve the full scope of the work since our understanding is that the customer does not want to pay for this repair out of pocket. At this point, we cannot complete the repair for the amount insurance is paying, so if the customer wants us to proceed with the repair, we will need to agree to an amount to complete the work and create a signed contract based on that. This project would then be re-assigned to a manager for oversite. 
  

  If the customer does not want to continue this process with our company, we can release him from the initial contract. The only payment made to us at this point is $750 which was  deposit towards the project and covered the emergency tarping.

  Please let us know how you would like to proceed. Additional dates have been added to the customer's timeline and highlighted  for reference (document attached) if the customer continues to pursue this with the insurance company.

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20111631
  
  I am rejecting this response because:
  

  Timely communication is only part of the "ordinary standard of care".  Management of expectations and progress to resolve issues in a timely manner is also part of "ordinary standard of care".  When signing a contract for a company to act as an agent on behalf of a customer, the company is supposed to act in good faith.  This clearly did not happen.  On 12 May 2023, I sent both companies involved an email explaining that I would file a formal complaint if I did not hear back from them.  On Thursday, 1 June 2023, with response back from Rampart, I had a general contractor come and inspect my attic only to find it leaking water in within a few feet of the tarped section of my roof (see attachment).  The only response received Rampart other than the BBB response, was on 5 June 2023 via phone call stating they wanted to gather facts on how to respond to the BBB not how they intended to make progress with resolving the roofing claim.  These actions show that Rampart Roofing's intent was not to resolve the roofing claim but rather save their online rating reputation.  Given Rampart Roofing management has not contacted me either to resolve this roofing claim I no longer wish for them to act on my behalf for this roofing claim.

  Clarification: All dates in timeline after 29 Dec 2022 should read 2023. 
  
  
  Sincerely,
  
  ***********************

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/08/2023

  We certainly understand your frustration about the process as a whole and not receiving an immediate call and accept your decision. We will send you a formal letter cancelling the contract along with the $750 deposit and will not submit any further documentation to insurance for this project nor discuss costs with them if they do reach out to **.

  Again, we  apologize for the frustration and issues this process has caused you.

   

  Customer Answer

  Date: 06/08/2023

   
  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,
  
  ***********************