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:08/13/2024

  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.

  PAINT IS PEELING AND IT IS SUPPOSE TO BE LIFETIME DIDN'T EVEN LAST 14 YEARS

  

  Business Response

  Date: 08/16/2024

  February 28, 2024
  
  Better Business Bureau
  ******************
  Suite 2000
  *****************
  
  Dear Better Business Bureau:
  
  Rollex Corporation is responding to your letter dated 8/13/2024 regarding complaint # ******** filed by ********************* of Bismark, ***
  
  ***** filed a Rollex warranty claim form dated 1/29/2024 regarding paint peel on his steel siding. On his claim form ************** does acknowledge he IS NOT the original homeowner and DID NOT originally purchased the steel siding (see attachments Rollex claim form and invoice from ********************* original homeowner.)
  
  *************************** claim dated 1/28/2024 was denied on the basis ************** is not the original homeowner who purchased the steel siding in 2010. The original homeowner who purchased the siding was by ********************* on 9-20-2010 (see attached warranty certificate # ******).  The warranty provides a provision the original homeowner may transfer the warranty to a second homeowner within 30 days of the date of the transfer. ************** acknowledged the original homeowner never transferred the warranty to ************** which would have made ************** the second homeowner in which ************** would share in the cost of repair or replacement of any defective product, including labor and materials as describe by the Allocation of Warranty Cost When Applicable section of the attached warranty.Based on the original installation date of 9/20/2010, **************** shared cost of any repair would have been 80% of the cost (see attached warranty).
  
  A copy of the Rollex ************* Lifetime Warranty is attached which will address the warranty coverage. Please note the following highlights in the coverage section on the attached Rollex Steel Warranty:
  
  
  WARRANTY TRANSFER HIGHLIGHTS
  
  This warranty may be transferred from the original owner to whom it was issued to the next owner of the property provided Rollex received written notice within 30 days of the date of the transfer.
  
  Rollex and the new owner shall share in the cost of repair or replacement of any defective product, including labor and materials as described below.
  
  
  ALLOCATIONAL OF WARRANTY COST WHEN APPLICABLE
  
  For second and institutional owners, including labor and materials, to repair or replace products shall be allocated between the owner and Rollex according to the following schedule: Rollex will assume 100% of such costs for validated claims made
  
  
  If a covered product fails to perform in accordance with the above standards, after written notification and validation of the condition by inspection, Rollex will repair or replace at its option, any defective product,assuming 100% of the cost. All warranty claims shall be settled between the homeowner and Rollex.
  
  If any corrective work on or replacement of warranted products is performed by the homeowner or anyone engaged by homeowner prior to receiving written permission to do so from Rollex, such action will be at homeowners expense and will void homeowners coverage under this warranty.
  
  Rollexs liability for a claim under this warranty shall in no event exceed the homeowners original purchase price including labor and taxes for the product involved. It shall be the homeowners obligation to provide reasonable documentation and/or other evidence of such original costs.
  
  Respectfully,
  
  
  *******************
  Rollex Corporation

  ************

• Initial Complaint

  Date:05/01/2024

  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.

  Whole house siding and trim replaced by contractor ******************************* in 2010. Trim coil is defective and finish has peeled off of aluminum trim. Must be replaced. Have left numerous emails, phone messages at business phone and warranty claims phone. No response from anyone. Very expensive repair needed. Need to make warranty claim. Need help.

  

  Business Response

  Date: 06/04/2024

  Good Morning,

  I have reviewed the attached complaint made by ************************* and have found no record of any warranty filed by ******************.

   

  Please have ****************** call me directly at ************ to discuss this issue.

  Thank you!

  *******************; 

• Initial Complaint

  Date:09/08/2023

  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.

   
  Complaint: 20577736
  
  I am rejecting this response because: They are not willing to fix problem. I am aware that they want a receipt which we told them we could not find. It's been 10 to 13 years since we purchased this siding and can no longer find the receipt. In their advertisement they state that it's maintenance free. I feel they won't fix over a technicality. The product was paid for, we didn't walk out of the store with it. I have contacted the store and their records only go back to 2012 so they also have no receipt.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/22/2023

  in reference to case id ********, *********************** submitted a warranty claim form dated 7-3-21 (see attachment). The claim form submitted by ************ was missing the following information - a copy of the bill of sale verifying that Rollex products were installed with the date of installation and a copy of their warranty certificate. The reason Rollex requests this information is to validate the proof of purchase and validate they were the original homeowners and not second homeowners which has a different warranty coverage. In addition, the Rollex Limited lifetime warranty (see attached) states the liability of Rollex for a claim under this warranty shall in no event exceed the original homeowner's original purchase price. The Rollex Limited Lifetime Warranty also  states "it shall be the homeowner's obligation to provide documentation. We advised ************ in 2021 once Rollex receive's this information, Rollex will repair the siding under the terms of the attached Rollex warranty. If you have any questions, please call me at ************. Thank you. ******************* - ROLLEX CORPORATION.

   

   

  

  Business Response

  Date: 10/09/2023

  Tell us why here...in reference to case id ********, ****************** submitted a warranty claim form dated 7-3-21 (see attachment). The claim form submitted by ************ was missing the following information - a copy of the bill of sale verifying that Rollex products were installed with the date of installation and a copy of their warranty certificate. The reason Rollex requests this information is to validate the proof of purchase and validate they were the original homeowners and not second homeowners which has a different warranty coverage. In addition, the Rollex Limited lifetime warranty (see attached) states the liability of Rollex for a claim under this warranty shall in no event exceed the original homeowner's original purchase price. Please note ************ represented on his signed warranty claim form the siding was installed in 2011 yet his information sent to you states 2009 or 2010.This is another reason why Rollex needs the actual invoice for proof of purchase and the actual date purchase to establish what amount is covered by Rollex. Again, the Rollex Limited Lifetime Warranty also  states "it shall be the homeowner's obligation to provide documentation. We advised ************ in 2021 once Rollex receive's this information, Rollex will repair the siding under the terms of the attached Rollex warranty. If you have any questions, please call me at ************. Thank you. ******************* - ROLLEX CORPORATION.

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20577736
  
  I am rejecting this response because: We have told them we do not have receipts from 10 to 13 years ago neither does the business we purchased it from. I have been in contact with store it was purchased at and their records only go back to 2012, so we know it was put on before then we just don't remember what year. It was anywhere between 2009 and 2011. I understand that this seems to be their issue but the fact remains that the paint has peeled off of the siding that they say is low maintenance and lifetime warranty. We purchased and paid to have installed, unfortunately just don't have the receipts, which I feel honestly should not be an issue, we certainly didn't steal the stuff and walk out of store with boxes and boxes of it. I feel the receipt issue is an excuse not to do right thing. 
  
  Sincerely,
  
  *******************