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:05/22/2023

  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.

  Consumer contracted w/ the business to replace roof and siding on his house. They did not install flashing on roof as stated in contract. They came back out and supposedly did so but consumer isn't sure they did b/c he found a piece on the ground that should have been on the roof. He can't see two parts of flashing from the ground and is elderly and can't get up on the roof to check their work and doesn't have a family member who can do so. The other work scheduled was replacing siding. He is not happy with that b/c they did not "wrap" it (meaning insulation). Both the flashing on the roof and wrap for the siding were included in the contracts he signed. His daughter will send a copy of the contracts to BBB when consumer receives acknowledgment letter w/ email address on it. Insurance paid consumer for both jobs and he in turn sent the money to the business to perform the work but he doesn't feel either job was completed to his satisfaction or satisfied the contract(s).

  

  Business Response

  Date: 06/02/2023

  In response to the complaint listed above.
  Chimney flashings where installed pictures are available per your request.
  The house wrap was not installed because there was and is fanfold in place, the fanfold does 
  provide an “R” value which house wrap does not. It is acceptable to use either one behind the siding.
  

  The payments he has made where the first payments from the insurance company and he will 
  be receiving additional payment(s) from the insurance company when work is completed.
  We did speak to Mr. ****** on June 1st and had a discussion, we informed him that we are 
  not charging for the house wrap since it was not necessary as well as any other items that we 
  are not doing.
  Mr. ****** asked that we call him on Monday June 5th to further discuss any other items he is 
  not satisfied with that need addressed by us and those issues will be complete within 5 days 
  so as to restore customer confidence and satisfaction.
  If you should have any questions please feel free to contact me.
  

  Thank you,
  Bryan L*****
  

  Customer Answer

  Date: 06/13/2023

  Consumer notified BBB complaint has been resolved.

• Initial Complaint

  Date:09/28/2022

  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.

  Description:
  Constituent had over $36K hail damage to his home. He hired River Valley Restoration - *********, OH
  in May 2022.

  Consumer has not been satisfied with the work that has been done. A sub contractor
  claims there was wood rot and he told owner of RVR and he said not to replace it because the home
  owner would never know. As the siding was being put on there was dry wall was damaged on the inside
  of the house. A worker fell through the roof. Brand new siding and it has fallen off in 6 different places.
  

  Home owner had a 2nd party inspect the roof and took pictures of sagging roof and wood rot. Workers
  are showing up unannounced and not doing the job properly and taking extra material which are to
  remain with the constituent.

  The salesman has threatened to place a lien on the property if the balance
  of the insurance is not paid. ******** ****** ********* adjuster has told constituent that he can use a
  second roofer and pay them from the remaining claim.

  Constituent thinks RVR is shady and has
  deceptive practices.

  

  Business Response

  Date: 10/07/2022

  Dear Sir/Madam, 
  In response to the recent letter received concerning Mr. ***** ******. 
  As to the claim of not wanting to replace any decking. Please see exhibit "A" showing that the 
  installation crew replaced (4) four sheets of decking. As for the crew member that fell through 
  the roof, that also is a false statement. We had agreed to remove a stove pipe for the 
  homeowner and during that process we had a crew member on the roof and one in the attic so 
  as to pull the pipe out. As the crew member was pulling from the attic he miss stepped and his 
  foot went through the drywall. We immediately sent our interior crew there to do the repairs as 
  reflected on the billing labeled "B". We also re-textured the ceiling and painted the entire 
  ceiling. Receipt for paint is labeled "C". We also repaired cracks in the drywall that where 
  obviously from the home settling. 
  Referencing the 2nd party inspection, the homeowner had a 2nd roofing company inspect the 
  roof though there was no evidence on the top of the roof, the homeowner allowed this roofing 
  company to cut an access into the attic on the upper roof to inspect the decking from 
  underneath. Upon receipt of the pictures taken by them we did see some dark areas on the 
  decking. After looking closer at the picture we noticed that the vent pipe from the bathroom 
  was not vented properly and is laying in the attic which will cause moisture to accumulate and 
  could cause wood rot and mold which the insurance company would not pay for. See pictures labeled "D". 
  Siding 
  The siding was installed and two pieces near the top blew off we sent our crew back over to 
  repair the issue. Please see pictures labeled "E" 
  We are currently waiting on one screen to be completed. All other work is done. The 
  homeowner did contact us via text on Monday the 3rd of October for a final balance owed. 
  Resolution: 
  Mr ****** has a new roof, siding, shutters, screens and gutters. We are seeking payment in full 
  per the insurance revised estimate. 
  Please advise as we need to close out this file.

  Customer Answer

  Date: 10/07/2022

  I am rejecting this response because: I still have numerous discrepancies. Page 5 of the attached PDF file clearly shows that the owner was willing to replace shingles and wood in regards to my concerns. It was only until filing the complaint with the **** ******** ********* office that they seem to not be willing to finish the job correctly and are blaming a vent in the photo as the cause. However, this is an assumption as me nor any of River Valley's employee's or subcontractors have been inside the attic to verify their claim which is not viewable from the photos. Another issue is the remaining balance as I have already provided a check for 36,518.58 to River Valley and was promised I would have no out of pocket costs at the beginning of this process. However, during the dispute about the roof on August 29th Brian had brought his salesman John and Carlos and I was threatened by Carlos with a lien. I also am still missing two screens, not just the one that's still being repaired. I do feel since my complaint I have been retaliated against with the remaining balance and the games being played with my screens. 
  -Thanks 
  
  
  
  Regards,
  
  
  
  ***** ******

  Customer Answer

  Date: 10/10/2022

  D ******
  Fri, 7 Oct 2022, 05:17 pm
  The online portal wouldn't accept the PDF file I tried attaching to support
  my disagreement. Please view page 5 of the attached PDF Me_Brian_Ceo as it
  shows the owner was willing to pay for the replacement of the roof until I
  filed my complaint and now he states it's a "vent from my bathroom" which
  is an assumption and not verifiable from the photos. Nobody from River
  Valley or its subcontractors have been inside that crawl space to verify
  their claims. The photos they are referencing are from a third party
  company. I was assured I would have 0 out of pocket costs aside from my
  deductible from the insurance but I was able to have my deductible covered
  because they took all the insurance money and promised I wouldn't owe
  anything.