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:04/03/2024

  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.

   The claims in Mr. H******’s complaint rebuttal are false and no
  solution to wholly remedy the situation have been proposed. Please
  see additional information on each claim including supporting
  evidence, attached.
  After reaching
  out to Mr. H****** about the return of the original roof leak and the
  discovery of mold, he responded that he was on vacation. While
  waiting on him to return (for over two weeks), we hired multiple
  independent inspectors as well as received multiple estimates for
  roof repair/replacement and were advised in every single evaluation
  that our roof was not to industry standard, not installed correctly
  and severely lacking in workmanship. After extending his vacation an
  additional week, Mr. H****** sent us a recommended fix for the issue
  with the ridge vent. However, this recommendation was unacceptable
  to us as it didn’t address the multiple other issues with the roof
  nor the mold. It was at this point that we advised Mr. H****** not
  to make any further repairs to our home. His response to our request
  was to provide an alternative explanation for the mold and voiding
  our warranty for having an inspection done. Email included in
  supporting evidence.
  The bottom line
  is that there are many issues with our home/roof now because of
  Rainman Roofing. We were sold a maintenance free roof that would
  “last forever” yet we’ve continued to have issues. We now know
  that it is not industry standard to put a metal roof over a failed
  roof, which is exactly what Rainman Roofing did. In addition to
  mold issues caused by their poor workmanship, we’ve experienced
  multiple leaks - one of which took nearly two years to remedy and one
  leak that is still active - and now have a roof with excessive
  caulking and screws as well as damaged ceilings. Pictures included
  in supporting evidence. Further, we have been advised that the caulk
  will continue to fail and will leak as a result. These issues
  aren’t our opinion; rather facts laid out on the inspector’s
  report and contractors’ estimates. We believe that if Mr. H******
  would have been onsite more that perhaps these mistakes wouldn’t
  have happened; but after we paid the final invoice, getting in
  contact with him or having him personally show up was extremely
  difficult.
  There are many
  layers to this situation and hundreds of emails/calls/texts in only a
  little over three years. Frankly, we are tired. It saddens us
  greatly that Mr. H******’s pride is preventing him from doing the
  right thing when there is clear, overwhelming evidence that Rainman
  Roofing is responsible for these damages. We truly do not want to
  end up in court but will not have a choice if a reasonable solution
  cannot be reached.
  We reached out to
  the Better Business Bureau because we rely heavily on your opinion
  when selecting contractors. In fact, your A+ rating for Rainman
  Roofing was a huge factor in our decision to move forward with his
  company. As homeowners who spend a great deal of money and time on
  the upkeep of our home, we wanted not only your support in attempting
  to remedy this matter but also have our experience with this business
  be considered for future ratings.  

  Regards,

  ****** ****

  rectly and the mold would be addressed. Ultimately, Rainman tweaked the look of the roof and remediated the mold. Although we didn't like the look of the roof and still saw spots in the attic, we were assured the roof was solid and the mold was just a stain. We paid over $10,000 to Rainman in Apr 2021. From May - Nov 2021, we continued to try to reach Rainman re the insurance claim, but he wouldnt return or take our calls and wouldnt respond to emails or texts. The reopened claim was closed without payment in Nov 2021. Starting in Feb 2022, we had a new, active leak over our family room. We had Rainman here on 8 separate occasions over a year trying to repair the leak. Reaching him during this time was difficult. He generally would send an employee and not show up. After we requested the entire section of roof be replaced, the leak ceased in May 2023. In Feb 2024 the original wet spot on 2nd floor was back. Rainman was contacted but stated that he was on vacation. See attachment for current issues.

  Business Response

  Date: 04/09/2024

  To Whom It May Concern: 

  In November 2020 the Rush's contacted Rainman Roofing because they were having issues with their roof. After an inspection was performed by myself, I determined they had the old metal style ridge cap on their roof and the nails were backing out. There were gaps between the laps. I gave them an estimate to replace the ridge cap with a new ridge vent and cap the vent with shingle caps to make a water tight seal. "Very common repair on older roofs." A few weeks later I received a call saying that their roof was still leaking so I went to the home and inspected the roof to figure out why they were having this issue. They took me into the attic and when I got into the attic I noticed the back side of the nails were condensating throughout the entire roof. I noticed there were also a few mold spots on the back side of the OSB board. I then provided the customer with 2 estimates. One estimate was to tear off the existing roof and any wood the needed replaced once the roof was torn off, which is the ONLY way to know for sure to get completely rid of any mold but it would add an additional $68.00 per 4'x8' sheet of plywood that had to be replaced. "Labor and Material included in that price per sheet." The 2nd estimate that was sent to them was to do a layover because there was only 1 layer of shingles, that included the 1x4 purlins every 2' on center over the existing roof and then attach the metal to the purlins and detail the roof. I explained BOTH PROS AND CONS of both layover roof and tear off roof and the Rush's decided to go with the layover as it was cheaper and they would have NO out of pocket expense that way. I explained to them we ARE NOT a mold removal company and that the ONLY way I could GUARANTEE the mold would be completely gone was if they tear the roof off and replace the OSB boards. Remind you, this roof was installed during the PEAK of COVID-19 pandemic so it did take longer than normal to get the materials, BUT I NEVER promise ANY of our customers a completion date because there are too many factors involved that can take place and NOT allow us to do it as promised. Factors such as material shortages and weather, etc. I had at minimum of 4 FOUR guys on that job including MYSELF with over 10 years of experience in roofing and ABSOLUTELY NO CORNERS were cut in the process! Rainman vented their roof through the ridge cap on the home by using and installing uni-vent closures and metal ridge cap to make a water tight seal while allowing air to freely flow. Once the job was complete, I explained to the customer about how a ridge vent works and HOW IMPORTANT they are to the roof system and I told them in order for the ridge vent to work properly they have to make sure their soffit was vented properly and they needed to pull the insulation in their attic away from the eaves because it was stopping air flow and in return would/ was causing condensation on the back side of their roof. This very last time I received an email from the Rush's, I was out on vacation and told them I would get someone out to take a look at their issues and when I returned from vacation I would personally do a follow up with them and have a meeting to discuss the solution to their problem. Brian, foreman, went to their house and got in the attic again, taking multiple photos of the mold as well as the insulation that was still PACKED in their eaves. While he was there he also got on the roof and inspected the ENTIRE roof and the only thing found was an area where some sealant had cracked out over 4 years since installation and he went ahead and resealed those with no charge to the customer. When back from vacation I reviewed the photos and all information from Brian and this issue stems back to the customer not having enough insulation in their attic to prevent the warm air from mixing with the cold air and condensing as well as the eaves being stuffed tight with insulation and not allowing the ridge vent to properly do it's job: which is let the air come in through the soffit and escape through the ridge vent!! I reached out to the Rush's to set up a meeting to explain this all to them with the photos and a packet of info for them and they refused saying they didn't want me back on the property. Once they decided that I sent the paperwork to them via email and left it at that. At this point there was nothing I could do but wanted them to at least have the paperwork to review and realize the true problem they are experiencing is NOT because of an improper roof install. An inspector went to look at their house and confirmed the insulation in the attic is wrong and not allowing their roof to vent properly. Customer is trying to get a complete roof replacement on their house but if someone was to do so they will run into the same problem as the insulation is NOT correct for the roof material/ vents to properly work. Until the insulation issue is resolved/ fixed they will continue to get condensation leaking and mold growing!!! This issue is caused by one thing POOR VENTILATION and NOT CAUSED BY THE ROOF!!! I have been in this industry for over 18 years and take great pride in my work and my people's workmanship! If a customer isn't happy and has any issues with the work we do, I go out of my way to make sure the issues get resolved even if it means I lose money. At the end of the day, I've worked very hard to build my company where it is today and I will do whatever I have to do to make my customers happy and give them what they've paid for. I know for a fact the root of their problem is  and they have neglected to fix the issue even after I've told them what needed to be done to fix it. They want to push the issue off onto us because we installed the roof and I, 100%, without a doubt know I'm right and I will defend myself and my company until the very end even if it means we end up in court! At this point, there will be no way I'll go to mediation with ****** and ***** **** regarding this issue or try to come up with an agreement as I've held up my end of the contract and they refused to listen to my solution to this problem. The inspection report confirmed I was right. The one thing not agreed on within that inspection report is that they said it looked like poor workmanship where the ridge cap laps each other because of the sealant on the laps. My response to that is that the sealant is used as a secondary protection and NOT a water tight seal. All the trim that we installed on their home is lapped at least 3" back and then for a secondary protection we would seal the seams with sealant after the trim was installed. I wanted to reply to this complaint so that people can receive BOTH sides of this story and makes more sense. Thank you for your time and please review the attached documents as they prove everything I am saying and told them needed to be done in order to fix the problem. 

  Sincerely, 

  Rainman Roofing and Repairs, LLC

  Customer Answer

  Date: 05/09/2024

  Thank you so much for getting back to us.   Unfortunately, our damages are extensive and it's clear from Mr. H******’s response/lack of response that he doesn’t intend to try to find a resolution.  Since it doesn’t sound like arbitration will likely make us whole, we are going to decline.   We do very much appreciate your support.
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:12/22/2023

  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.

  I have been in contact with his Lawyer and he apologized for not having all the information from Rainman Roofing and that he has been very behind on communicating to Rainman. He does not want to go to Court as information provided, he feels that they should handle it outside of court due to how unprofessional this has been held and the lack of information to the lawyer. I would be willing to find a new contractor and deduct all open items from the bill and be done with this situation. So very sad how different things were conducted between first fix and second attempt on my house. I have hired another inside contractor that had to remove drywall and rewire most of the electrical done in our house by Rainman since the first submitting this claim. The contracting group has been perplexed daily on items they have fixed. Rainman feels they have no accountability to their mistakes and anything that does not work or isn't fully complete gets a second charge. Best charge to date was them putting a screw in the door frame to lift the door from further scratching the floor and billed us $450. This is a door that also fully needs replaced per claim, but Rainman has found a way to double charge one job. 
  
  
  
  Complaint: 21044646
  
  
  
  I am rejecting this response because: 
  
  
  
  Regards,
  
  
  
  ****** *******m was installed before mudding and ceiling stomping was completed. Removed trim to try and fix and left outside over night with light rain. Ceiling junction box was covered by drywall and then was wired incorrectly. Owner demands that I pay full price for all inside work even when it’s not completed. We agreed our expectations on internal work did not match their abilities. Owner will not answer calls or text. Office takes message with not returned called. Very long emails are sent between but they will not come out to finish work but expect full price payment.

  Business Response

  Date: 01/15/2024

  We, here at Rainmen Roofing, stand behind our work. Nothing in this complaint has to do with Workmanship. To put it plainly, the customer refuses to pay the bill for the things that were done up to the point of the decision to relieve us of our duties. We are only asking they pay for what was done up to date. The remainder of this customer's bill is PAST DUE more than 30 days and they refuse to pay it. We have turned this over to our attorney who has been in contact with Mr. ******* with no participation of what was asked to provide us with so that the funds can be released. We asked for a punch list of the items the customer wants fixed and the siding issue is for his insurance company which we offered to assist him with when the time came even though we are no longer associated with this job anymore.  We have NOT requested a FULL payment as the full payment would have been the whole insurance claim amount. We have revised our invoice to reflect what work has already been done on the inside, outside, etc.. The invoice shows what work was done and what they are to pay for. No we can't, wouldn't and did NOT request anything more than the labor hours, materials, etc of what had been done up to that point. I, ****** *******, Owner have tried contacting this customer, sent emails, etc and the customer still refused to pay what was rightfully owed based on what was already done. That is when we turned it over to our attorney, put a mechanical lien on the residence for nonpayment and requested that he give our attorney a list of what he thinks needs fixed to pay his invoice so we can all move forward. Upon agreeing if customer replies to our attorney's requests, they will also pay their invoice to the attorney to be placed in a trust and once all is finished and both parties agree the funds will be released and the lien will be lifted. the reason the water runs off his roof and into his house is because the customer switched their roof system from shingles to metal and did not have us put a gutter extender on the top edge of the gutter like we did on their back porch. So the water is getting into the house because it's hitting the siding on the main house and running into a pipe someone put through the wall, right under the low roof porch. " Poor placement for a pipe ". The house we preformed work on is an older house and they had bee nest in the walls before we ever did any work on their house. Nothing we did contributed to this customer having the amount of bees they had in the walls of their house nor did the customer pay us to remove bees from their house and it was not in our contract. Also, above the west porch, where the tree fell, there is still damaged siding from the impact of the tree falling and hitting the house and I specifically told the homeowner once they pay their bill in full I would be more than happy to work with the insurance for them to get the siding issues addressed. The damaged siding the customer is talking about, was not on our contract nor did the insurance company approve the repairs yet. The homeowner's wife was home the entire time we were doing the interior repairs, and we did have the trim up like she asked, then a couple days later, after speaking to her husband they asked us to take down because they didn't like it. Of course, we covered the junction box up with drywall because that is what you're supposed to do, so you don't see it on the ceiling. There is no way the wires in the junction box were installed incorrectly because the lights were working and if the wires were hooked up incorrectly, then it would have blown a breaker. Once we had the exterior completed and started on the inside and we were almost done with the west porch and dining room interior, the customer fired us. So, the customer was never billed for the completion of the job on the interior, they were billed for the labor and materials that were used up to the date they fired us. Customer stated that they were going to have another contractor finish out the claim and that requires them to work with the insurance company and the insurance company will pay for the work that is left to do. I personally sent the completion pictures and the final bill to the insurance adjuster so they could release the depreciation check to the customer, which they did, but the customers refuse's to pay their contractor. If the work we did was faulty or not done/ done right, then the adjuster would have never released the depreciation check. Not to mention I did 2 walk throughs with the customer and ****** said once I completed the last list he gave me, when he got back from vacation, he would mail me a check. But instead, the customer is saying the job is not done and he is not paying us for the job until the issues he has is completed. I have held up on my end of the deal and went and fixed little issues he had twice, and when I complete one, he finds more stuff/ reasons on why not to pay me. We are a reputable business and stand behind all our work and warranty all of our work, but if you do not pay your bill, then your warranty will be invalid. We have already told the customer we would be happy to fix any issues he is having once his bill is paid because I cannot keep sending guys out there or going out there myself to fix things, just for the issues to get fixed so the customer can nitpick and find another reason to hold back our money. A customer is not supposed to hold a contractor's payment for work that has already been done, because they have a warranty issue arise. It's not like it's a little bit of money, we are talking $8000.00, and we have already made two trips to the customers house to rectify issues after our walk through, and he proceeded to tell me that once them issues were rectified, he would pay us, and he doesn't stick to his word. If the customer would just pay their bill in full because I have completed everything that was in our contract, we would have been out there the same week to fix any warranty issues, but I refuse to go fix any warranty issues or do any extra work for this customer until his bill is paid because again, they told me twice already that they would mail me a check and never do. I have contracts and pictures of everything we have done out there, along with the before and after pictures of the final walk-through punch list that we completed if you would like us to send that stuff to you. If you have any questions or concerns, please feel free to reach out to ****** at ###-###-#### or call my office at ###-###-####. 

  sincerely, 

  ****** ******* 

  Rainman Roofing & Repairs 

  Customer Answer

  Date: 03/19/2024

  
  ---------- Forwarded message ---------
  From: ****** ******* <**********************>
  Date: Fri, Mar 15, 2024 at 3:46 PM
  Subject: Re: BBB complaint 21044646 and Mediation Please Reply
  To: ***** ***** <**************************>
  Cc: <*************[email protected]>
  
  
  Hello,
  
  25 and 27 1:30 works for me. 
  
  ******. 
  

  
  

  Business Response

  Date: 03/19/2024

  
  ---------- Forwarded message ---------
  From: ****** ******* <*************[email protected]>
  Date: Tue, Mar 19, 2024 at 10:43 AM
  Subject: Re: BBB complaint 21044646 and Mediation Please Reply
  To: ***** ***** <**************************>
  
  
  I can do March 27th, 2024 at 1:30 p.m. 
  
  Rainman Roofing and Repairs
  **** ******* ******* ****
  ******* **** *****
  Office: ###-###-####
  Emergency: ###-###-####
  *************[email protected]

  Business Response

  Date: 03/20/2024

  Mediation ****** ******* / Rainman Ro…
  From Google Calendar
  *************[email protected] has accepted this event.
  View updated information on Google Calendar
   
  *************[email protected] has accepted this invitation with a note:
  (+1 guests) "Attorney: **** ******"

  Customer Answer

  Date: 03/20/2024

  ------ Forwarded message ---------
  From: ****** ******* <**********************>
  Date: Tue, Mar 19, 2024 at 5:39 PM
  Subject: Accepted: Mediation ****** ******* / Rainman Roofing & Repair @ Wed Mar 27, 2024 1:30pm - 3:30pm (EDT) (**************************)
  To: <**************************>
  
  
   
  ****** ******* has accepted this invitation.

  Business Response

  Date: 04/02/2024

  ****** *******
  Attachments
  9:57 AM (3 hours ago)
  to me
  
  Attached you will find the unsigned agreement as there needs to be a few changes. We aren't comfortable leaving it so open ended and prefer that it have specifics as discussed. Please see notes on attached. 
  
  Rainman Roofing and Repairs
  **** ******* ******* ****
  ******* **** *****
  Office: ###-###-####
  Emergency: ###-###-####
  *************************
  
  <Mediation_Agreement_signed_by_consumer.pdf>
  

  
  

  Customer Answer

  Date: 04/05/2024

  
  ---------- Forwarded message ---------
  From: ****** ******* <**********************>
  Date: Fri, Apr 5, 2024 at 6:28 AM
  Subject: Re: BBB mediation agreement
  To: ***** ***** <**************************>
  Cc: <*************************>
  
  
  We are good with the updated wording. 
  
  ****** ******* 

  Business Response

  Date: 04/11/2024

  4.11.2024 Mediation agreement signed by both parties.

  Customer Answer

  Date: 05/17/2024

  ---------- Forwarded message ---------
  From: ****** ******* <**********************>
  Date: Thu, May 16, 2024 at 2:49 PM
  Subject: Re: BBB Mediation Agreement
  To: ***** ***** <**************************>
  
  
  All good on my end. 
  

  
  

• Initial Complaint

  Date:09/24/2022

  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.

  This company repaired my roof July 22,22 and it is leaking. It’s under warranty but I can’t get them to come back. They have given me to appointment dates but never show up. The office always says I’ll call you right back, but they don’t. Now they don’t answer my calls at all.

  Business Response

  Date: 10/03/2022

  To whom it may concern,

  My name is Dustin H****** and I am the owner of Rainman Roofing and I read the complaint from **** and and ***** ******* about my company doing a repair and setting appointments and not showing up for them. We most certainly did set a couple appointments and we did have to re schedule but I made sure to keep in touch with ***** and **** ********. Every single time we had to re schedule due to weather or a job running over we reached out to them to let them know the reasoning and set up a new date to look at the leak. My repair and maintenance team has already resolved the issue on September 28, 2022 and the issue that what leaking was not the same leak that we invoices this customer for. But for the inconvenience of having to re schedule with this customer, We covered the service call for the customer free of charge. I would understand someone making a complaint about a business if that business was not staying in touch with a customer or just flat out not standing behind their workmanship but in this industry ( Roofing & construction ) there are multiple factors that can cause a delay such as weather and the only thing we can do is communicate with our customer as we did in this matter. When we fixed the roof it did not leak and we did not get a return call until at least a month and a half later so the repair must have worked or it would have leaked before then. But we value our customers and every job weather it’s big or small and stand behind our workmanship warranty and in this case we still took care of a leak free of charge for this customer even though it was a different leak in the same area. Also to file a complaint with the BBB on an issue that had nothing to do with the repair We did on this customers house that they were not charged for is a little uncalled for but the important part is the issue is resolved even though it was a separate matter.

  sincerely,

  Dustin H****** 

  Rainman Roofing & Repairs