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: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.

  Royalty Roofing was the company that I chose last summer because of hail damage that I had incurred for hail damage to my home. I had met with the sales representative, named ***** ******** about the color I wanted for the window wrap. My house had a light blue color and I had some trim coil left over for him to take and match the color. I never heard another word from him about that. They sent a crew to my house sometime in August, I believe and started the trim work. I was not home when they started but when I got home to my chagrin the color was more like a gray which was way different than what I anticipated. When I met with ***** shortly after that he said something to the effect that the color I wanted was unavailable and that the gray color was all that was available. I was unhappy about this and actually paid him extra money to at least try to get as much of the colors of all my window wrap to match. This winter I decided to paint some corner pieces that they were unable to replace that were still the original lighter blue and contacted Royalty Roofing for a color match and the color that they gave me on their color chart was a light blue called Wedgewood Blue which was very similar to the color that I had originally wanted. That was the color that was on their records which ***** never provided to me. I am saying that the only conclusion is that ***** blatantly lied to me when he said that the color that I had originally wanted was unavailable. He must have made a mistake and gave the crew the wrong color and tried to cover it up. Since the color on their records indicated a color called Wedgewood blue, which is close to the original color, I believe that they should come back and replace all the wrap that they installed, which is a color called steel blue with the Wedgewood blue which is the color that I had wanted and also the color that they were supposed to provide. According to their invoice which I have this comes to a total of $2868.20. Thank you!

  

  Business Response

  Date: 02/24/2025

  Hi ****

  We apologize for the issues you have experienced, this is not the Royalty standard. **** *** ***** have called and left you voicemails this morning to get the issues resolved and work scheduled. Please call our office as soon as possible ************ and we'll get this handled immediately. 

   

  Thank you,

  Royalty Roofing & Renovations

• Initial Complaint

  Date:12/11/2023

  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.

  Cautionary Notice Regarding Royalty Roofing Services
  
  It is with great disappointment that we share our experience with Royalty Roofing, and we feel compelled to caution others who may consider their services. We engaged Royalty Roofing for a window project, providing them with a deposit upfront.
  
  Regrettably, our experience has been marred by a series of issues. Royalty Roofing installed storms without accurate measurements over fresh paint, and upon discovering the error, they assured us they would rectify the situation. Subsequently, they assessed the storms, devised a plan for correction, and began implementing it.
  
  However, to our dismay, the company discontinued the agreed-upon plan when the costs began to escalate, despite it being their proposed resolution. As a consequence, our storms are now ineffective, and the prospect of removing them presents an additional challenge as it would necessitate repainting our entire house.
  
  To compound matters, Royalty Roofing is now asserting that they have lost our contract, despite having received our deposit, and are now attempting to up the overall price by over 60%, from the original agreement from over 2 years ago This lack of accountability and transparency is disconcerting, and their actions appear to be evasive and unprofessional.
  
  
  Our intent in sharing this experience is to alert others to exercise caution when considering Royalty Roofing for their roofing needs. We advocate for transparency, reliability, and honesty in business transactions, qualities that, unfortunately, were lacking in our engagement with Royalty Roofing.

  

  Business Response

  Date: 12/11/2023

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

  We have been very transparent with you throughout this whole exchange. I would not and will not compromise our integrity as a company or an owner for one customer. We have communicated with you that once you sign the contract for the remaining work we will be glad to finish the work needing to be completed. Until then, we are at a standstill. While I appreciate your concerns and want to address them I also have a business to run. We have done a lot of additional work for you leading to this point and I hope that this can get resolved promptly.

  Thank you,

  **** ******

  

  Business Response

  Date: 01/26/2024

  You are allowed to reject this.   I again understand your frustration.   Your contract was not for all the windows.  I have your windows here and will install them as long as you sign the new contract.  If there are things that need fixed then we will address them at that time.   We can all go after our previous Independent sales rep who installed your windows under his own authority.   I do believe he thought he was doing the right thing and unfortunately did not do a good job.   I am and have been trying to correct this mistake for you.   This is my last attempt to respond.   If you would like to move forward with the rest of the work please sign the contract and we will complete the repairs.   Thank you.   

  Customer Answer

  Date: 02/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  In essence,  our down payment has been used for the demolition of our home. We have paid you despite the fact that the terms outlined in our contract have not been fulfilled. In light of this, I am contemplating sending you a bill for the damages incurred to our property. What perplexes me is the lack of accountability from your crew, who recently executed the EPDM installation and marred our paint, with no willingness to rectify the situation. I am uncertain how your business remains viable, but I am committed to ensuring that others are informed about the way our property concerns have been addressed. Our only request is for you to restore our house to its original state; there is no need for threats. Your integrity is now under scrutiny as you have taken our money, carried out work that damaged our property, and are unwilling to address and rectify the situation.
  
  
  
  Sincerely,
  
  
  
  ***** *******