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:02/11/2025

  Type:Order 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.

  We hired ****** (***) ****, owner of RLR Enterprises, to install house wrap and new siding on our home in ********. We chose this company because they work with a manufacturer (********) who make a quality PVC siding, and this material had a promotion of "buy 3 boxes, get the 4th free" making the material 25% off. We signed the contract on July 8th. *** initially stated the job would take a week, then changed it to two weeks. In the end, he completed the job on September 19th. The company also did a terrible job, left gaps in the waterproofing, and contaminated our property with nails, debris, and PVC shavings by openly cutting all siding around our yard without any intent to clean up the piles of plastic dust. Now this business has stolen our rebate from the materials manufacturer. They listed themselves as the recipient of the rebate check instead of us (it typically goes to the customer) then they took the money themselves rather than forwarding the check to us. Now they say they cannot give us our money because they no longer have the funds. Specifically, they said they cannot write us a check because it will bounce. This manufacturer rebate was in our contract, and we were promised the money within a week of job completion. We have attempted countless times to contact them for resolution but they have continuously lied about the status of our rebate or given excuses for why they cannot resolve. We need help to get this fixed.

  Customer Answer

  Date: 02/21/2025

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 02/23/2025

  While I agree with the basics of this complaint, which is the fact that the money for the rebate is owed to this customer I would like to clarify the situation. We never told the client the rebate would be given to her within a week after completion, we asked ****** our salesman to go out and measure the job, he talked them into an upgrade on the siding, the salesman had the conversation with the customer about how long the rebate process would take. If he told her it would be a week he was not speaking from full knowledge of the length of time it would actually take to process the thousands of rebates that were produced during that promotional time. We never told them the rebate would come directly to them, as we were not privy to how the rebate is handled, that is fully up to the company who handles the rebates Versatek we never filled out any forms to "put ourselves as the recipient". I got involved when the rebate had not been received and called the regional sales manager to find that they were back logged for several months. Check was received by us, a couple of weeks ago and due to an accounting error was deposited and never sent to client. We are working to rectify this with the client and advised her we would get the payment for rebate out to her ****. We have been in constant contact with them during this process. As far as the other complaints, leaving the lawn a mess, that is 100% untrue, I personally cleaned up the entire job site and got approval from BOTH homeowners. As far as time frame, yes it did take longer than expected because after old siding was removed we found severe rot in over 50% of the sheathing which was old barn board, we fixed all of that for material costs only, we did not charge any additional labor charge for the extra work needed. The homeowner also self installed a new door, which caused additional time and materials to fix, again at no charge to homeowner. I didn't accept final payment on the job until we walked the property with both home owners and they were happy with the job and the cleanliness of the job site. I fully intend to reimburse them for the amount of the rebate check but no more than that. The rebate check should actually have been used to cover the cost of the additional materials that we had to purchase to finish the job due to the salesperson inaccurate measurement of materials needed and we never charged the homeowner for.

  Customer Answer

  Date: 02/24/2025

  Thank you, *****, for acknowledging that you owe us the refund  I already attached an email from *** stating we would get our refund about a week after job completion, as well as an email from the representative of the manufacturer (********) stating that the check was sent to their home and that it should not take this long for the customer to receive the funds.  I have now attached screenshots from conversation with ***** wherein she states they had sent us a money order on Jan 30, then admitted on Feb 10th that was a lie.  She then said they could not give us the rebate (which she admitted they received from Versatex) because the check would bounce.  This indicates they received our rebate check and spent it. This issue will be resolved when we have our money back.  I sincerely hope they will resolve now.
  
  Regards,

  ****

   

   

  Business Response

  Date: 03/05/2025

   

    As you can see by the attachment, The email I received at the beginning of ******* said 3 weeks minimum. We did not tell her a week after completion,as we are not in charge of the rebates, and if that WAS said it was based off false information given to her or to us by sales *** but I personally was never told 1 week, I know how long rebates take in general. We are trying to rectify this situation, which is our full intention, but  I want to make clear, we had OVER $1000+ of materials that had to be added on due to the inaccurate salesman's measurements, which we never charged the clients for so in reality we could have used this rebate to cover the overages that the client owes to **, but we are not. We also want to make clear here and now, we are not paying anything over the amount of rebate for the materials they paid for. 

  Customer Answer

  Date: 03/05/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  As is seen in the previously attached document sent from ***, the rebate check was to be sent directly to us, and also within one week of job completion. The contract also specifically states we were to receive a rebate for 25% of the price of the siding materials. *** has received these funds and not and not relinquished it. It has been stated that the reason for not sending the funds is unrelated to the client. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****