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Business Profile

Roofing Contractors

RJW Exteriors
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/28/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    they did a new roof but never submitted the warranty to GAF roofing company. Now I need help and GAF doesnt even know about the job. I called RJW and they are no longer licensed in NY and refuse to help.

    Business Response

    Date: 05/13/2025

    This roof is 21 years old and there is no problem with any of the work we did even 21 years later.  We have also been out to the property to inspect the problem that turns out is the shingle manufacturer's defect at no charge.  There is a material problem with the shingle manufacturer and the customer has filed a claim with that manufacturer and the customer told my service tech that the manufacturer also sent him a check.  If there is nothing wrong with the work we did 21 years ago please clarify why the BBB complaint and all the negative online reviews.  Please and thank you.

    Customer Answer

    Date: 05/13/2025



    Complaint: ********



    I am rejecting this response because:

    RJW never submitted my warranty to GAF and therefore GAF has assumed I have a default/basic warranty. GAF has offered a minuscule amount of $350 since they don’t have this job on file. As per my contract, I have a 30 year shingle and 30 year labor guarantee but RJW has stated they no longer work in NY. I have found a certified NY GAF contractor who has been helping me with GAF but to reiterate, GAF has stated that RJW should be held liable since GAF has no record of this work ever being done. The new contractor that’s been helping me has quoted $20,000 for a new roof. I shouldn’t be penalized because RJW didn’t submit my warranty. 





    Regards,



    **** *****

  • Initial Complaint

    Date:01/11/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 had a new roof installed. I experienced a leak last year. They said they fixed it, but still had issues, showing mold. They came again to install what they said would be the fix, a cricket, but it leaked again after the fix I paid for. I have internal damage now that I can't fix until I get the leak fixed.

    Business Response

    Date: 02/01/2024

    There is a leak somewhere.  We installed a new roof in May 2022.  We returned at the request of the client previously to find the leak.  we inspected our work and didn't find anything obvious that appeared to be a roof leak.  Early January we returned again and added a chimney cricket and charged the client $650 which he paid.  Shortly thereafter he still had the leak.  I understand the frustration. He texted my project manager and we responded and the client also posted a 1 star review and BBB complaint all within 48 hours.  We scheduled another service visit however due to temperatures, snow/weather and phone tag we weren't able to return until 01/292024.  We took apart the entire area of the roof to inspect our work.  We thoroughly evaluated the roof and the flashing and did not find anything obviously wrong.  We installed all new materials to the area in question.  We did however find that the masonry chimney appears compromised as there are cracks and a lot of water absorption/saturation in the top and the face of all 4 sides.  There is also a rubber boot at the top that was screwed into the masonry cap and not sealed.  Large gaps in the rubber cap can be seen in the attached photo that easily would allow rain / wind driven rain especially to leak.  The rubber cap fasteners were never sealed.  Anyway, not to deflect responsibility but I hope redoing the roof and flashing in that area solves the problem.  If it doesn't, next steps would be to have. professional ****************** inspect the chimney.  I am going to refund the $650 to the client as I believe this is a chimney problem and perhaps we should have advised the client to go that route first. If the problem persists we are more than willing to collaborate with his ***** to guide and advise them on the history of this problem.  We have a bunch of photos of the stages of our repair work and photos of the masonry problems available (it would not allow me to upload here for some reason)

  • Initial Complaint

    Date:03/24/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 continue to receive emails, phone calls and texts from RJW Exteriors. I have written and ****** them several times to stop contacting me and they have not. I am requesting a formal apology from then and assistance to have them stop contacting me

    Business Response

    Date: 03/27/2023

    We apologize for any inconvenience and sincerely appreciate you taking the time to speak with us on the phone, *****. As mentioned, there was a glitch with our email and text program that we are working to resolve. Typically when someone unsubscribes, they are immediately removed from the contact queue but for some reason, you were not. We are addressing this problem internally, as well as our process for outbound phone calls. You have been removed from our system and will not be contacted again. Again, our sincere apologies.

    Customer Answer

    Date: 03/27/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    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. Thank you for assisting me with this matter. 

    Regards,

    ***** ***

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