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:02/13/2025

  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.

  I hired Romexterra to remove insulation in attic and repair and replace shingles as approved by claims adjuster with my insurance company. They showed up a few hours late without calling me to explain why They broke a hole in my ceiling.broke the bathroom window and lied to me that they had received the permit from the city to do the work but Never paid for one so they did the work without a permit. The never came back to put insulation in and every time I called I got the run around and they just didn't answer or return my calls until 7 plus weeks later. This was done during the winter and it was Very cold without the insulation so I hired another company(*****) which I paid them $5600 to insulate the attic. Romexterra never picked up all the nails when they tore the shingles off. My family and I picked up dozens and dozens. They also left a couple roof vents, a pkg of shingles, half box of nails, torn shingles gloves and paper and plastic that was wrapped around some of the materials they used. Now they're looking for an additional $14,914.15. They did the whole roof and removal in the attic even though the claims adjuster gave them what was covered. The work that was approved was due to a leak on the roof and the ceiling that fell in the bathroom from the hole. I was issued a find for not having the permit and went to court explained the situation and was told because they did not have the license to do the work probably that reason why Romexterra never received it and lied to me saying they got it. I had to live with the mess the lies and the mess from the work they did do. They Never fixed the window they broke or the ceramic tiles around the bath tub that they cracked

  

  Business Response

  Date: 03/21/2025

  We don't disagree that there were some issues with this job.  In all fairness, we did arrive late. It was during extreme weather  and the crew had issues with their vehicle and didn't notify anyone including the dispatchers who would have notified the client. They were reprimanded and this was addressed and the client was called as soon as the dispatcher found out. The son, *******, okayed for us to come even though we would be late. As far as the hole in the ceiling, unfortunately, while using the insulation vacuum, a crew member mis-stepped in the attic and fell through the ceiling and also bent the screen frame. Thank goodness he was not hurt and we repaired the ceiling at no charge to the homeowner, of course and have been trying to contact the homeowner to set a time to replace/repair the screen but she will not return our calls. As you can see in a screenshot in the attached file, she has clearly stated she is ignoring all calls , texts, and emails from Romexterra. We can't resolve the issues, if she doesn't respond and set a time to meet with us.  We are still trying to understand what happened with the permit as we did process one, we have a  check that was cashed, but it seems one of our subcontractors went and canceled the submission. We are working with the City to resolve this and get the application processed and paid for.  Also, we have offered to pay the fine that Mrs. ********* and her son ******* said they paid. We have asked repeatedly for the receipt or invoice for the fine so we can either pay it or reimburse them, but we have never received this. ******* says it is nearly $1000 and ***** says it is $50. In my efforts to resolve this, I discovered the fee is $250 which they have not paid and it has been sent to collections and is now $675 and there is an additional outstanding fine for uncut grass which has nothing to do with us. I am working with the collection agency to reach a resolution on the permit fine. My staff has been repeatedly verbally berated by the homeowner and her son with yelling, foul language and hang **** making it impossible to understand and address the issues at hand. I have had the Rebuild and ******************* managers reach out with no response from Mrs ********* or her son so that we can set a time to go out and inspect the issues but again they have never responded. Mrs ********* says she has been calling the project manager who has been gone from our company for a year, but when i look at the phone we have no calls from her. The few times she did return the billing departments calls she has yelled, sworn and hung up on them without giving us a clear picture of what she is upset about. I do know that we were working with the insurance to reach a resolution for the insulation  as the carrier told us they were not paying for removal and replacement of all the insulation, just a small corner. The mold was extensive and so we did remove it all and document. The carrier has never agreed to replace it all and the previous project manager couldn't get a response as to whether or not the client was willing to pay the difference. We certainly have no intention of charging for work we did not do, but we do expect to be paid for what we did. Without any doubt we will rectify the issues with permitting and we do apologize for the issues encountered here and wish the homeowner had responded to our repeated communications rather than waiting a year and filing this complaint. I look forward to getting this resolved for the homeowner. I would also like to add that the homeowner signed not 1 certificate of completion BUT 2 and they are attached, so the billing team had no reason to doubt that the work was completed. Please let me know if any further information is needed.

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair 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.

  I called Romexterra to check the skylight windows in my house. A representative came and checked all the skylights and recommended repairing two skylights. They asked me to pay $750 as a deposit in order to get the process going. I paid the requested money immediately (August 20' 2024) Someone from there called two weeks later and asked to check the color of the roof shingles and never showed up. I called them 3 weeks later when I did not hear anything from them. They said someone will come in a couple of days to measure the skylights and check the color of the shingles. This person showed up with a huge ladder that scratched two wall and knocked a wooden door in his way up carrying the huge ladder which was not needed. Then he left and said that he will go to buy the kits needed for the repair. Did not hear from him the rest of the day, called next day saying that the kits are not available and the skylights cannot be repaired and should be replaced. I asked the company to give me a quote for replacing the two skylight. In each and every step I literally had to call at least 5 times to get it done. Then finally they gave me a quote that was $1300 more than another quote from another company that I got earlier. Of course I told them that I will need my deposit money back. I called multiple individuals in the company literally begging everyone of them to send me the refund. Each time I call someone, he refers me to another person. It has been over a month since I paid the $750 and I am still calling them every day at least twice begging to get my money. I have never in my life dealt with such a bad company

  

  Business Response

  Date: 10/08/2024

  We actually issued a refund. So I am not certain what I am supposed to respond to 

  Customer Answer

  Date: 10/09/2024

   
  Better Business Bureau:
  
  Romexterra only responded after BBB forwarded my complaint. Had I never contacted BBB, I could have been still begging them for the refund that I have been trying to get for over a month. So, The business was forced to send me the refund after they knew that I complained to BBB. So, I am a bit surprised from the wording of their response which I have reviewed in reference to complaint ID ********, Although the resolution is satisfactory to me, I recommend that BBB keep an eye on any future customer complaint against this business 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:08/14/2024

  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.

  In January 2024, a pipe burst flooded two floors of our townhome. State Farm recommended Romexterra for mitigation and reconstruction. While the mitigation team was prompt and initially reassuring, the reconstruction process was a nightmare. Despite promises to restore our home to its pre-flood condition, the work was subpar and disorganized. TVs were improperly hung, kitchen items were not returned to their original places, and the floor had to be redone twice because it didnt match the original. Romexterra failed to protect our home during the process, leading to further damage, including ruined supplies in the garage. Communication was poor, leading to delays, and significant damage occurred to items like the garbage disposal and kitchen faucet. The paintwork was subpar, with visible patches and stains, and the painter was unprofessional, using incorrect paint and taking excessive breaks. Other issues include improperly installed lights, exposed cabinet edges, and bumpy drywall. Romexterra left our bathroom filthy, and the project, which was supposed to be completed in March, dragged on until June, leaving us with a home far from its original condition. Despite the poor work, Romexterra's accounting department was quick to contact us for payment. We are left deeply disappointed with the service and the state of our home.

  

  Business Response

  Date: 09/08/2024

  The homeowner signed her certificate of completion and though she had  a communication issue with the original Project manager , whom we switched out we did nearly all the work. There were items we did not complete and we credited those items along with a "customer satisfaction" discount . She was fine until she realized that out of the final owed balance of roughly 8200 her deductible (out of pocket) was 7148. She repeatedly told us to collect this from her insurance. Her adjuster and Romexterra explained the deductible was hers to pay and she stated she didn't realize that was hers to pay. She went online and paid the invoice.  Several weeks later she filed this complaint and tried to dispute the deductible with the credit card company stating the work wasn't complete. However, when all documentation was presented the credit card company ruled that the work was completed and issued payment to Romexterra.  

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22142120
  
  I am rejecting this response because:

  Please see attached photos. This complaint is not in regards to the deductible or the certificate of completion. The job was "completed" at a subpar standard. The shortcomings in the work were not all immediately apparent and I was told to sign the certificate of completion in order for the insurance claim to proceed. It was not until a few weeks after the job was complete when cleaning the kitchen floor that it became apparent that the kickplates on the cabinets have raw exposed edges and are chipped or that there are holes in a number of pieces of flooring. The job was "completed" during the day. It was not until we turned the cabinet lights on after dark that it was clear the lighting was not reinstalled. The bubbling and buckling of the first floor ceiling was also not immediately obvious. Multiple requests to have the trim and baseboards painted properly were addressed by the same painter and no other assistance was ever offered. The paint used was lesser quality than the paint we had just used the prior year to paint the house and this was never confirmed with us. If we had not signed a certificate of completion we would have just continued to go back and forth and have inept subcontractors come destroy our home. The job may be complete but our house is not in the same condition it was prior to the damage. The work done is very poor.

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

  

  Business Response

  Date: 10/01/2024

   There are  a few things here . 1st it is somewhat  about the money because the client had no idea how high her deductible was and even tried to dispute the charge  and did not file this complaint until the credit card dispute was lost.   2nd were we perfect most likely  not as noone is.  3rd I am providing our photos and I have hundreds more dated and time stamped if need be.  3rd We know this is a stressful occurrence especially when someone doesn't fully understand the restoration process.

  1, Faucet... the faucet was not damaged. When it was removed during the emergency services work a button was lost. Romexterra replaced the faucet with a new one at no cost to the homeowner or insurance. See photos of new faucet delivered in the home 

  2. ******* disposal... not damaged but replaced with a BRAND new one  at no cost since the original old one seemed to be missing.

  3. bumps in drywall. ... true to the scope of work agreed upon with the insurance company  we replaced what had been removed  and painted the remaining to match. (photos included to show affected ceiling drywall. and post painting.

  4, we do not, nor did we ever imply that we would patch every bump, crack, flaw or marring that was preexisting on the drywall. The insurance wouldn't pay for that and neither would any homeowner. The used was not ******* ******** as the customer had used previously but Behr  and we had  done 2 coats of paint  when it was mentioned to us

  5 Cabinet Lighting.. We have no evidence that these lights ever worked properly to begin with. They are set up on smart outlets and the router and network were not setup & homeowner had no clue what passwords were. However, you can see in a number of included photos the lights were indeed installed

  6 TVs improperly hung. See photos of TVs fully hung and operational. This is the first we heard of this issue but you can clearly see this is not true

  7. not putting things back exactly as they were. It is impossible for a company to know where every single item in a kitchen goes. I do not believe this is a reasonable expectation, so I am certain some items went in the wrong cabinets drawers.

  floor being done 2 times. .. the homeowner opted to pick her stain color from a picture rather than come to the home and see it in person. When we were told she didn't like it we redid the floor and yes this probably cause a small delay   see note from file..                                    ******* Cermak 3/11/2024 3:07 PM
  checked on project today, flooring installation and prep started. I talked to **** about selecting the floor stain color "said that she was frustrated about having to pick a color"  

  8. garage door... though this wasn't mentioned by the homeowner , when we left on 3/4/24 the garage door was fine. We we arrived the next day 3/5/24 the garage door was damaged. we have the photos but the customer claimed our crew did it and rather than disagree we replaced the door and opener at no cost.

  9. the chip in the cabinet. .. by the homeowner's own words it took several weeks to see. I included the photos of the island cabinet from all 4 sides upon completion. there was no damage to the cabinet. This could have happened when she cleaned or one of her 2 dogs or a visitor. 

  10 The bathrooms being filthy.. see photos of the bathrooms . They were spotless.  There was a thorough post construction cleaning done . I attached photos. 

  11.   not protecting the home... you can see floor protection and containment barriers setup to prevent construction dust and any damage to the newly installed materials.  Damage to the supplies in the garage??? there weren't any and if that had happened we would have repurchased at our expense

  12 Project ending in  March but dragging on until June.... 1st that would be impossible. The adjuster had to work with our estimator and agree on a scope of work. The homeowner had to pay their deposit   which was done mid February and work began 2/28/24. How would it even be possible to finish in March/?  There were some specialty panels back ordered and they delivered late. However the job including the pack back was completed by 4/25/24 . Some additional items, post construction cleaning and punch list items had us out there again the first week of May.

  13.. Discussions for payment with the carrier and homeowner dragged on thru the summer because ******* wanted us to get her insurance to pay the remaining balance the bulk of which was her 7188 deductible. The carrier finally issued the remaining funds at the end of August.   

  I'm not certain what else to do here but if there is trim work that she still wants  re painted we are happy to do so. A 1000 credit was issued to the client. 500 for work she told us not to do in the garage and an additional  500 that she asked for  as a customer satisfaction credit  for the inconvenience of Behr paint vs ******* ******** and any  inconvenience we caused. Please advise

   

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22142120
  
  I am rejecting this response because: 

  To whom it may concern,

  I would like to reopen this complaint as it was not resolved. Please see responses to the business' response below:

  
  

  There are  a few things here . 1st it is somewhat  about the money because the client had no idea how high her deductible was and even tried to dispute the charge  and did not file this complaint until the credit card dispute was lost.   2nd were we perfect most likely  not as no one is.  3rd I am providing our photos and I have hundreds more dated and time stamped if need be.  3rd We know this is a stressful occurrence especially when someone doesn't fully understand the restoration process. - The credit card charge for the deductible was for a product/service not received. As mentioned in the initial complaint, the only resolution for the poor quality work we have been offered is for the same exact contractors to come back which is not agreeable to us for obvious reasons. We do not trust anyone affiliated with Romexterra to enter our house again. There is no reason to have the same poor work done over and over again ad nauseum. 

  1, Faucet... the faucet was not damaged. When it was removed during the emergency services work a button was lost. Romexterra replaced the faucet with a new one at no cost to the homeowner or insurance. See photos of new faucet delivered in the home - this is the bare minimum that would be expected as it was thrown on the garage floor like trash. Simply an example of how destructive this crew was.

  2. ******* disposal... not damaged but replaced with a BRAND new one  at no cost since the original old one seemed to be missing. - Again, bare minimum expectation. It's very likely the original was thrown out as it was thrown in the garage with the other items from the kitchen. Had the project manager who was supposed to be supervising the job spent more time on the job site this may have been prevented. Simply make a statement with an example of the carelessness.

  3. bumps in drywall. ... true to the scope of work agreed upon with the insurance company  we replaced what had been removed  and painted the remaining to match. (photos included to show affected ceiling drywall. and post painting. - This response does not address the concern. The drywall on the ceiling of the first floor was removed and replaced. It was not bubbled and buckling before it was done by Romexterra. Please see attached photo.

  4, we do not, nor did we ever imply that we would patch every bump, crack, flaw or marring that was preexisting on the drywall. The insurance wouldn't pay for that and neither would any homeowner. The used was not ******* ******** as the customer had used previously but Behr  and we had  done 2 coats of paint  when it was mentioned to us - Again, the project manager who was not doing his job did not confirm this with us or ask before starting the paint. 

  5 Cabinet Lighting.. We have no evidence that these lights ever worked properly to begin with. They are set up on smart outlets and the router and network were not setup & homeowner had no clue what passwords were. However, you can see in a number of included photos the lights were indeed installed - This response does not make sense. The cabinet lighting is not smart lighting...we have always been aware of our passwords and that's irrelevant. Please see attached photo. The cabinet lighting certainly wasn't bunched up inside the cabinet prior to the damage and it was illuminating all of the cabinets, not just those flanking the range hood.

  6 TVs improperly hung. See photos of TVs fully hung and operational. This is the first we heard of this issue but you can clearly see this is not true - Perhaps this was unclear. We had to spend an entire day managing this part of the project. The contents crew hung them crooked and would have left had we not demanded it be redone. 

  7. not putting things back exactly as they were. It is impossible for a company to know where every single item in a kitchen goes. I do not believe this is a reasonable expectation, so I am certain some items went in the wrong cabinets drawers. - What was the purpose of taking so many photos of the location of the contents if the intention was not to return them there? 

  floor being done 2 times. .. the homeowner opted to pick her stain color from a picture rather than come to the home and see it in person. When we were told she didn't like it we redid the floor and yes this probably cause a small delay   see note from file..                                    ******* Cermak 3/11/2024 3:07 PM
  checked on project today, flooring installation and prep started. I talked to **** about selecting the floor stain color "said that she was frustrated about having to pick a color"  - Perhaps I was unclear about this as well. We were told by **** that "Romexterra uses a special company that matches the floor exactly" which was a concern because the third floor has the same flooring. The implication was that there would be no reason to "choose" the stain color because it was being matched...

  8. garage door... though this wasn't mentioned by the homeowner , when we left on 3/4/24 the garage door was fine. We we arrived the next day 3/5/24 the garage door was damaged. we have the photos but the customer claimed our crew did it and rather than disagree we replaced the door and opener at no cost. - The door may have been partially working because it was forced back on the track but it was mangled to the point that it was visible from outside. The company that replaced the door said that's exactly what happened. I'm unsure if Romexterra is implying that we forced it back on the track but first, we were not even at the house that day and second i'm unsure why we would do that we were unable to use the house. Why would Romexterra pay to replace the entire door if there was not some accountability on their part? This is absurd.

  9. the chip in the cabinet. .. by the homeowner's own words it took several weeks to see. I included the photos of the island cabinet from all 4 sides upon completion. there was no damage to the cabinet. This could have happened when she cleaned or one of her 2 dogs or a visitor. 

  10 The bathrooms being filthy.. see photos of the bathrooms . They were spotless.  There was a thorough post construction cleaning done . I attached photos. 

  11.   not protecting the home... you can see floor protection and containment barriers setup to prevent construction dust and any damage to the newly installed materials.  Damage to the supplies in the garage??? there weren't any and if that had happened we would have repurchased at our expense - The contents team had to spend hours chipping drywall mud off the garage floor- one of the spots so big the door couldn't even close properly

  12 Project ending in  March but dragging on until June.... 1st that would be impossible. The adjuster had to work with our estimator and agree on a scope of work. The homeowner had to pay their deposit   which was done mid February and work began 2/28/24. How would it even be possible to finish in March/?  There were some specialty panels back ordered and they delivered late. However the job including the pack back was completed by 4/25/24 . Some additional items, post construction cleaning and punch list items had us out there again the first week of May. - Please advise why **** would give an estimated completion date at the end of March? If that was never possible in the first place we should have received a realistic and truthful estimate. You have failed to mention the cabinets were never ordered in the first place when we told they were.

  13.. Discussions for payment with the carrier and homeowner dragged on thru the summer because ******* wanted us to get her insurance to pay the remaining balance the bulk of which was her 7188 deductible. The carrier finally issued the remaining funds at the end of August.   

  I'm not certain what else to do here but if there is trim work that she still wants  re painted we are happy to do so. A 1000 credit was issued to the client. 500 for work she told us not to do in the garage and an additional  500 that she asked for  as a customer satisfaction credit  for the inconvenience of Behr paint vs ******* ******** and any  inconvenience we caused. Please advise. - The $500 customer satisfaction credit was for inconvenience. The drywall that was never done in the garage accounts for the other $500 credit. We need an additional credit to have the trim done by a trustworthy company. There is no reason for Romexterra to send the same painter back for a third time to do the same terrible work. We also need to pay someone to redo the ceiling drywall on the first floor.

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

• Initial Complaint

  Date:07/12/2024

  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.

  One year ago I called Romexterra construction I called them for help because I had flooding in my apartment and they insured me and promised me that they will contact my insurance and they lied to us and promised us that this was a insurance claim , I promised they lied , please they shouldnt lie to people to get business. Please help , they should promise people to get fix through the insurance, they lie and it not fair for anyone and for the customer.

  

  Business Response

  Date: 01/20/2025

  We were hired in July ***** to mitigate an ongoing issue the ******** had with a leak from their neighbor. They signed ALL documents with full disclosure that they would be financially responsible. We assisted in filing a claim and even worked with them to get their DENIAL RE EXAMINED.We made every possible concession and even tried to reach an agreement on a discounted price with a payment plan. Loredona refused repeatedly because she is suing her HOA as they are non responsive to her. This is not Romexterra's fault even their attorney is in agreement. She has cussed my staff and I out in 2 languages and I truly understand her frustration, but this is 18 months past due. I am willing to work with them to reach an agreement and discount a bit further. However, taking her anger and frustration at the HOA  on Romexterra because we are asking for payment for work incurred is unfair to us.  I have attached all photos , documents etc including a work authorization that states they are responsible for payment

• Initial Complaint

  Date:04/09/2024

  Type:Service or Repair 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.

  Sept 29 2023 work started. Roof was subcontracted as some other roof company showed up. They installed 2 row of different color material and didnt had some tools looking into my garage they ask for drill bits and propane tank from my bbq grill. I talk to company contact ******* and he said this is wrong and I will be there they disregarded him and kept on installing wrong color roof. October 31st 2023 they showed up unannounced no one called one guy went up the roof without consent other at the door knocking when no one showed up he forced the garage door up and broke the rail of the garage door opener to get roof left over material. I wasnt home and my wife panic and call me if I scheduled this. They replaced the different color rolls on roof but kind of work they did manager of company agree is bad quality they use regular nails where stainless steel need to be place and put silicone over it. Flashing was dont poorly there is a ***** in the garage which they came 2 times to look at and dry out the roof from below. Its April 2024 and 4 times promises made to redo roof and nothing is done. The company has schedule 2 times and failed to show up or even bother to follow up. We have other things to do beside taking care of roof for past 6 months. Weather was an excuse for the longest time what went wrong now. People I work with in initial state are not in contact or left company. Just want complete refund and want to avoid this hassle dealing with unfair customer service.

  

  Business Response

  Date: 05/04/2024

  Good Morning 

  I believe that we have reached a resolution. A check has been  issued 

  Customer Answer

  Date: 05/06/2024

   
  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.
  Agreement attached as draft and sent by buisness. 
  

  Thank you for protecting us consumer 
  
  Sincerely,
  
  ***********************