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:02/07/2023

  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.

  Near 05/19/2022, Rocky Mountain RetroFoam performed an injectable foam treatment on my home whereby vinyl siding was significantly damaged in their process. The owner, *******, said they would make good on the damage. For the past 9 months I have tried getting resolution, and they have not been forthright with communication, and have effectively dodged me at every turn. Other names who are complicit are *********************, who is the office manager. The job was over $7000. I also have several emails explaining the damage, and asking for resolution.

  

  Business Response

  Date: 03/15/2023

  ****************** has been in communication with *******, one of our GMs, regarding the damage to his siding and ******* agreed on good will that RetroFoam would cover the repair. It has been communicated on multiple occasions that we are currently experiencing supplier issues and have not been able to purchase the materials needed to perform the repair and we have asked ****************** to please be patient with us. It has also been explained to ****************** that we are not responsible to cover the repair and that it has been agreed upon in good will. ****************** has not liked this explanation and continues to ask for a timeline in which the repair can be performed in. Considering our contract clearly states that Rocky Mountain RetroFoam is not responsible for any potential damages caused to siding during install we are rescinding the verbal offer to cover the cost of the siding repair. Pasted below is the excerpt from the contract regarding siding, the contract is also uploaded as a supporting document. Thank you. 

  Buyer releases seller of the responsibility of painting the exterior and interior walls of structure to be insulated. Because each residence is uniquely constructed, seller makes no representations, warranties or guarantees regarding structural soundness of your walls or wiring. Damage to walls or wiring, including and without limitation, damage to paint and other finishes, wallpaper, plaster, plasterboard, windows, moldings, paneling, cabinets, and siding may result from the application of RetroFoam.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19363173
  
  I am rejecting this response because:

   

  Their terms of service on the back of contract do not release them from damage to the vinyl siding. That must absolutely be fixed under their terms on the back of the signed contract. Their unwillingness to provide any timeline should hitherto indicate they never intended to make good here. They cannot opt out here, and it is not a matter of good will, they are legally liable in claims court. Claims court is where this case will go if **** refuses make good on the siding repair.
  
  Sincerely,
  
  *******************************