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:05/30/2025

  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.

  The hard rain we have been receiving in ******* resulted in a leak in my roof. I noticed the ceiling in the kitchen had water stains suggesting their was a leak on 4/12. Reylo Construction Group was as a referral from a friend. They came to my home and provided an estimate and assessment of the roof. They said the leak was coming from the valley area of the roof and that they could fix the leak by replacing the flashing and shingles in the area. I hired Reylo Construction Group to repair the leak in my roof. I paid for the materials and labor and they completed the roof repair work on 4/15. After the repairs were completed, we received more hard rain and the ceiling in the kitchen started showing water stains in the same area as before the work was done. I called Reylo Construction to come back out to re-assess their work. They looked at the area where they completed the repairs and concluded the roof was okay on 5/20. They said to use more ***** (spray for cleaning up water stains) on the kitchen ceiling and to paint the area with white paint and monitor it for any further water stains. Reylo claimed the initial use of ***** to cover the water stains was not enough and that the stains were still bleeding through in the ceiling. On 5/27, it rained hard again and water started dripping from the kitchen ceiling onto the floor in the same area that Reylo claimed they repaired. Their repairs did not fix the leaky roof issue at all. Now there is more water damage in my kitchen and the roof still needs repairs. I called Reylo Construction and requested a refund because they did not repair the roof correctly. I paid for a service that was not fix my issue. They declined the refund. They instead offered to come back to charge me more money for further services. They also said it is industry standard to Not Guarantee or Warranty roof repairs. That is a false statement. I deserve a refund on at least the labor of the job. Thank you.

  Business Response

  Date: 05/30/2025

  Thank you for the opportunity to respond to this customer complaint.
  
  
  We understand and empathize with the frustration that roof leaks can cause, especially when they persist. At ReyLo Construction Group, we take every concern seriously and strive to provide honest assessments, quality workmanship, and fair business practices.
  
  Summary of Events:
  
  On 4/12, the customer contacted us regarding a roof leak. We responded promptly and performed a visual inspection of the roof.
  Our assessment concluded that the most likely source of the leak was in the valley area. Based on this, we recommended replacing the flashing and shingles in that section.
  The customer agreed to proceed with this scope of work, and the repair was completed on 4/15.
  After subsequent rainfall, the customer reported continued signs of water stains. We returned on 5/20 at no additional charge to re-inspect the repair area.
  During this follow-up, we found the repaired section of the roof to be intact and not compromised. We advised the customer that water stains can sometimes continue to show even after a leak has been resolved, especially if Kilz primer or sealing products are insufficiently applied or if the ceiling material remains saturated.
  On 5/27, the customer reported active dripping, indicating the possibility of a separate or previously undetected point of water intrusion. We again offered to return and further investigate.

  .
  
  Industry Context:
  
  
  
  
  Roof leak diagnostics are inherently complex. Water can travel several feet from its entry point before becoming visible inside a structure. While we always aim to locate and repair the most likely source, no roofing company can guarantee the complete elimination of a leak unless a FULL replacement is performed or unless all potential entry points are addressed. This is not a unique policy of our company, but an industry-wide standard due to the unpredictable behavior of water intrusion and the limitations of visual-only inspections.
  
  
  
  
  Our Position:
  
  
  
  The repair was made based on the most probable source of the leak identified at the time.
  We provided the agreed-upon service and materials.
  We returned to inspect the site again without additional cost.
  We offered to continue investigating and provide a full back slope replacement deducting what she had initially payed (Guaranteed Work) to help fully stop the leak 

  
  While we regret that the issue was not fully resolved with the initial repair, we do not believe a refund is warranted, as the work was completed per the agreed scope and in good faith based on the inspection. We remain willing to work with the homeowner to identify and resolve the remaining issue and to apply any charges from the previous repair as a credit toward the next scope of work if the customer chooses to continue with us.
  
  
  Sincerely,
  Cleivin *****
  Owner, ReyLo Construction Group
  

  
  

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23391669
  
  I am rejecting this response because: Reylo Construction did not fix the leak the first time. A skilled and reputable roofer would have repaired the issue the first time. When Reylo returned to reinspect the roof on 5/20, Cleivin ***** stated that 95% of roof leaks come from the valley area, the area that he claimed his company repaired. Also he stated they use their best guess with roof repairs, which is different language than what he said in the initial visit. ***** did not have the initial assessment correct because he quoted the repair at $1900, but that changed once his roofer got on the roof to do the work. His roofer stated the initial assessment was wrong and that a different part of the roof valley had to be repaired to fully fix the leak. ***** charged an additional $300 and said this would definitely fix the roof leak issue. I paid $2200 for my roof to still leak and that is completely unacceptable. Reylo clearly does not know roof work and are clearly trying to up-charge customers. I would never refer them to anyone else as they are not skilled or reputable roofers.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 06/02/2025

  We appreciate the opportunity to further respond and address Ms. ***** concerns.
  
  
  At ReyLo Construction Group, we take pride in delivering transparent, good-faith assessments and performing all repairs with quality materials and experienced technicians. We regret that Ms. **** continues to experience issues with water intrusion and that our repair did not fully resolve the problem.
  
  
  We would like to clarify several points:
  
  
  Scope of Repair & Changes: Our initial quote was based on a visual inspection from the ground and roof edge. Once our technician accessed the roof directly, he found that a broader portion of the valley needed repair to ensure the best chance of success not that my initial inspection was not up to standard. The customer was notified and approved this expanded scope and the associated cost before the work was completed.
  
  Nature of Roof Leaks: As explained in our previous response, roofing repairsespecially leaksare sometimes subject to uncertainty. Water can enter at one point and travel far before becoming visible inside the home. This is why even skilled roofing companies cannot guarantee that one localized repair will fully solve an active leak unless a full replacement or full-slope repair is performed.

  
  Follow-Up Visit: We returned at no additional charge on 5/20 to reinspect our work, which remained intact. Based on the information at that time, we believed the leak was likely resolved and advised monitoring the ceiling (which can retain water and show stains for days or weeks after the leak stops). When new water intrusion was confirmed after further rain on 5/27, we offered to credit the full amount of the original repair toward a more comprehensive FULL replacement of the affected slopewhich would be guaranteed.
  
  
  Goodwill Resolution:
  
  While we maintain that our services were rendered in good faith and based on professional judgment, in an effort to resolve this dispute amicably and without further escalation, we are willing to issue a partial refund of $500, representing a portion of the labor costs for repairing the Valley not the other services we offered that day (Full Roof replacement on Shed and RidgeVents repair) that are not part of this issue. (As per estimate provided)

  We offer this not as an admission of poor workmanship but as a gesture of customer service and resolution.
  
  Should Ms. **** accept this offer, it is with the understanding that:
  
  She will consider the matter fully resolved and closed.
  She will remove any negative reviews posted online (including but not limited to the BBB, ******* Yelp, or social media).
  She will refrain from making further public or private disparaging remarks about ReyLo Construction Group.
  
  
  We believe this is a fair and professional resolution that honors the work performed while acknowledging the customers continued concern.
  
  
  We remain committed to professionalism and transparency and wish Ms. **** the best with the continued care of her home.
  
  
  Sincerely,
  ReyLo Construction Group
  

  
  

  Customer Answer

  Date: 06/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I will accept the $500 refund.
  
  Sincerely,
  
  ******* ****