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:09/14/2024

  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.

  After sustaining tornado damage to our cabin in May, we contracted with RRG Roofing. *** was to Repair damaged rafters and main support beam. In Scope of Work section, it also stated, Removal of old 3-Tab Shingles, fixing damage caused by tree, scabbing in New support beam, rafters, and decking the hole caused by tree. The roof job was July 8th. However, the carpentry was not done to contract. There were no actual carpenters on the crew and the roofers left rafters hanging loose, and merely dropped in a new ridge beam section, not scabbing it in. This substandard "carpentry" work was pointed out to multiple RRG people the day of the job, including the crew leader, ****, project manager, *****, and the original salesman, ****. Pictures were also provided multiple times to multiple people at RRG main office, including the RRG Warranty specialist, ******, and were forwarded to ******, Production manager.Also, according to ***************, repairs to structural framing, such as a ridge beam, require a permit. However, the county verified that ***, who has been in business for over 14 years, did not pull a permit for our job.RRG was notified in writing of all deficiencies on July 25. They refuse to address this carpentry issue, although it was documented in the same photos as other issues that they have addressed. We are asking for $3969 to be refunded back to us since *** did not perform carpentry work that was stated in the contract. My husband performed the carpentry in order to preserve the integrity of our cabin. He did this from inside of the cabin, working over his head.RRG was paid in full on July 8th. We had faith that *** would stand behind their work and address any and all deficiencies. The sales manager, ****** refused to refund us, during a phone call on 8/20. That is the last contact I had with RRG. Also, at no time has the owner of the company reached out to us, although he was copied on all written communications.

  

  Business Response

  Date: 09/16/2024

  The customer signed a quality control completion document stating all job aspects were completed and they were satisfied with everything. We did return to address some concerns they voiced as we always do anytime there is an issue. There was no mention of any concerns at the time that were not addressed. All contracted work was completed to satisfy the work order and we were paid as agreed. (QC and Agreement Attached)
  Weeks after the quality inspection was completed by *** and the form of satisfaction was signed by the customer, they called making claims of substandard work and demanding a much larger refund than what was paid for the specific work performed. It was also stated by the customer that the husband had altered the work *** completed without any call to *** to inform the company or to request we come out and inspect any issues. Much of the information told in the complaint is unsubstantiated and uninformed. *** completed the work agreed to in the contract and stood behind the work we were entrusted to do by this customer for which we were paid and assured with our completion form that the customer was happy with the total outcome of the job. There will be no refund as the work was completed as contracted. If you are a potential customer reading this review, please see the many other reviews that give an accurate representation of how *** serves our customers.

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22287360
  
  I am rejecting this response because:

  Complaint: 22287360
  
  I am rejecting this response because:

  RRG stated there was no mention of any concerns at the time that were not addressed, which is absolutely not true. The day the roof was done, July 8, we pointed out the substandard carpentry to *****, **** and ****. We have date stamped pictures, beginning 7/10, two days after the job, clearly showing that rafters were not tied in to the ridge beam. They were left loose. These were forwarded to ****. Then I sent more photos to ****, at his request. I also sent pictures to ******, and she advised she had forwarded them to ******. ****** had advised us that the carpentry was out of her realm of duties. So *** is calling their employees liars too?  Written communication, which was attached to this complaint, was sent on July 25, noting all deficiencies.  To date RRG has rectified all on that list, except for the carpentry issue.

  RRG is the party that is not being honest about this. All documentation that was sent to *** has also been provided on this BBB site. I would not submit a case if I didn't have everything documented to back up what I am saying. 

  RRG mentioned the form of satisfaction was signed by me, which I see attached.  So if RRG is going to use that signed form as their argument, then why did they come and address the other 3 issues after that form was signed?  RRG basically is saying, "OK, they signed the satisfaction document, but we'll go ahead and replace their gutter because the first crew damaged it.  OK, we'll go ahead on August 6th and replace the entire top portion of plywood, shingles and the entire ridge vent because the first crew's rappelling ropes left the holes in the plywood and the crew sat on the ridge vent when they installed it, making it look wavy."  All of these issues were documented by photos, some taken looking up into the attic; the same photos clearly showed that your crew did not patch in the ridge beam.  You think we dropped the upstairs ceiling in our cabin because we had nothing better to do?  No, we did that to give you the photographic documentation of the issues. And it took an entire day to do that. So *** wants to call us dishonest regarding the carpentry, but RRG went ahead and took care of other very involved issues. Does that even make any sense?

  Also per article 6 of the contract:. "Company's Work is deemed accepted unless Customer gives Company written notice within 20 days of
  completion of Company's Work, specifying all deficiencies. All claims not made in writing by such time shall be deemed waived and released by Customer." We followed article 6 when we contacted them in writing noting all deficiencies in the specified time. Also, *** claims they have a warranty for 5 years on workmanship.  Do they honor that?

  The refund requested was based on the supplement that our insurance company gave *** to repair that specific area. Since *** never provided us with an itemized list of roof costs, I  simply used the only figure I had.

  And I find it hilarious that RRG has the audacity to say "It was also stated by the customer that the husband had altered the work *** completed without any call to *** to inform the company or to request we come out and inspect any issues."  Again, this was pointed out to 3 different employees the day of the job. I also have the texts showing I did reach out to several *** employees. And who was in your employ at the time that could have actually taken care of this? We know that *** did not have actual carpenters in their employ at the time.  And also, I would not use the word "altering" to describe the carpentry my husband did.  To alter something would mean it was completed the first time and then slightly adjusted.  However, my husband had to scab in ALL  of the lumber that your crew was not apparently qualified to do. Now, after ***'s very rude response to a legitimate issue, it is crystal clear to me as to why ***, who has been in business for many years, did not pull the required permit for the structural repair work on our cabin.

  Also, RRG is very high pressure, wanting customers to sign everything "that day" which is most likely why we signed the satisfaction. We were so exhausted that day, we told **** we were not up to doing a video testimonial, and I am glad we didn't.  **** had assured us RRG would take care of all issues, and we had a very good rapport with ****. We trusted him, and he was very responsive and communicative all throughout this process. We thought, based on what we had experienced with him, that the entire company was just as good.   

  The owner could have contacted us at any time, especially after we sent written documentation to him on 7/25.  He could have settled everything at one time, but instead, this has dragged on since July.

  Andrew's name had been given to me many times, as the person who could address this. ****** had indicated that ****** was his brother in law and would have him reach out to **. ****** finally called me 8/20, 6 weeks after the roof job, regarding the carpentry. This was the first time I had ever spoken to him.  He was condescending, and I did not appreciate that. Other employees have all been polite.

  The owner could have contacted us at any time, especially after we sent written documentation to him. He could have settled everything at one time, but instead, this has dragged on since July. I am very disappointed in the owner of this company for not reaching out to us and trying to solve this earlier.  Had he gotten involved, I never would have had to resort to this.

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

  

  Business Response

  Date: 09/18/2024

  *** is a customer driven business. We treat our customers with the most respect, absolute professionalism and most of all we take care of our customers. There are many people in place at *** to manage customer issues and that is our focus for every issue we encounter. Check our hundreds of reviews posted from other customers to verify this statement. We didnt get those reviews from being dishonest and high-pressure.
  Every employee involved in this job was interviewed after the fact to ensure this project was handled in a proper manner. All indications confirmed *** did a good job and did right by the customer. This customer will obviously say what they want to put RRG in a negative light, however as the customer stated, *** did address and correct issues they brought to our attention. The framing concern was not brought to the companys attention until after the husband had already altered RRGs work. Please see #5 on the supplied Unhappy List. It states the customers husband had already finished the job at the same time they supplied the list of other items we addressed. *** cannot provide a workmanship warranty on work after someone else has made changes to work we performed. *** did not leave unfinished or substandard work on this customers property. The examples of the work provided by the customer are erroneous and do not represent the job or RRG accurately. The work was completed based on the original condition of the property that we had to work with and our methods of construction were proper. That said, had *** been properly notified prior to the alteration of our original work the company definitely would have taken action to satisfy the customer as was done on the other items as admitted by the customer multiple times in their statement.
  The balance of this customers job is covered completely under the stated warranty and *** will stand behind all the other work performed.
  There is no refund due in this situation.

  Customer Answer

  Date: 09/21/2024

   
  Complaint: 22287360
  
  I am rejecting this response because:

  The first paragraph of RRGs submission is nothing more than a self-aggrandizing advertisement, pandering to whoever happens to read it. We treat our customers with the most respect,absolute professionalism and then what follows is a diatribe against one of their customers.  Talk of respect in one sentence, and then accuse us of not being forthright in what follows? RRG shows no real desire to get to the heart of the matter.

  We submitted photographic evidence of substandard carpentry.  But RRG calls it "erroneous."  So on what then is RRG basing their claims that the structural framing repair was done properly? Where is the inspectors report that ***'s structural framing repair work passed inspection?

  We talked to numerous *** employees the day of the job on site, including the Project Manager, pointing out the substandard work, and forwarded date stamped photos to others employees previously mentioned.  But RRG says we altered their work before anyone from *** actually saw it. That would be some superhuman speed carpentry as RRG paints it.

  RRG took care of other issues, which were all legitimate issues that we brought to their attention, not only verbally through various employees but by written communication as specified in the contract per article 6: "Company's Work is deemed accepted unless Customer gives Company written notice within 20 days of completion of Company's Work,specifying all deficiencies. And we specifically requested someone with managerial authority to contact us in that written communication. This is attached in our initial contact, but is never mentioned by ***. Instead, RRG attaches an undated, unsigned piece of paper as their evidence of some sort of evil-doing on our part.

  On August 6th, RRG re-roofed the entire top portion of our house and replaced the ridge vent, based on photographic documentation we provided, that showed numerous holes/breakages in the plywood. These same photos also showed the ridge beam had not been scabbed in to contract. Odd that *** did not call those particular date stamped photos we provided "erroneous."  Also, why didnt RRG inspect the framing work then?  The entire top of the roof was open along the beam.  ****** was supervising the crew that day, and he had been informed of the carpentry issue. Please see photo attached, and please explain why that opportunity was not taken.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/10/2023

  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 paid for a platinum service which should include supervision.The only RRG employees did not even come back to get the extra 15 bundles of shingles that cost $800 roof vents,nails 2 sheets of plywood and some remaining trash.I am still dealing with this company to correct my chimney they need to fix correctly but have been notified several times by ************************* the job is complete pay your invoice.I sent a email about my dissatisfaction of their lack of communication and quality of there work but continued to receive invoices Today 4/10/2023 the final inspection was performed and I was told that it would be fixed and again was confronted with payment?I am not happy with their business practice and would like consultation on if I have any legal standing?

  

  Business Response

  Date: 04/11/2023

  While this complaint seems somewhat premature, ******************** is correct that RRG has some items of attention to address. We just yesterday (4/10/2023) performed an inspection of the issues stated in the complaint and less than 24 hours later we received notification of this complaint We have a process to solve these issues and have activated procedures including contacting ******************** by phone first thing this morning with a voicemail as he did not answer the call. It is our full intention to address and satisfy his concerns as they pertain to our scope of work.
  

  We have made and will continue with consistent efforts to communicate our processes and business practices to the customer in person, through phone calls, with voicemail and email. Collections efforts were made for balances due throughout the job milestones as stated and agreed to in our contract. We are very deliberate with collections as they are due to stay financially viable as a company. Our practices are stated and agreed to in writing with the customer before work is commenced. Failure to comply with the terms of our agreements will be met with additional requests for payment. We always stand by our work and issues will be addressed in as timely a manner as possible so long as the customer maintains consistent communication with us.
  

   

• Initial Complaint

  Date:03/02/2023

  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.

  Signed contract 1/11/23 and agreed to $6499. Paid $2000 down and financed the rest. Work was started 2/8/23. Contract stated that they were to repair all damage from tree falling, including all trusses, decking, shingles, etc. There slogan is the last roof you'll ever need and that is not the case. They left holes and damaged shingles in multiple areas. The ridge cap looks horrible. They even left a giant opening in the side of the house and that was 3 weeks ago, said someone would be in touch. Not to mention the cigarette buttes and trash everywhere. We've called multiple times, leaving messages to no response. They said they were coming to fix the problem and still have not. I just want my home fixed like they promised.

  

  Business Response

  Date: 03/11/2023

  Resolution in process with the customer