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:02/08/2025

  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 had my roof replaced in August of 2018 by RVA Restoration due to hailstorm damage. The cost to replace the roof was around $8000 or $9000. In December of ************************************************* my bathroom. I called RVA to see if someone could come out and inspect the roof. I provided the original date of the roof replacement and was told that the company was sold, and they may no longer have the records but, would send someone out. On December 13th an inspector **** came out to assess the damage. He looked at the spot in the bathroom and said he would try to find the original information and that it may be an issue/recall on the roofing materials but, wouldn't know for sure until he did some research. I asked if he wanted to look in the attic and he didn't at first but, eventually he did but as fast as he came back down, I knew that he didn't really look around. It rained that day, so he didn't go on the roof, but said he would take pictures from the street and would have someone come inspect the roof. I got a call on January 7th almost a month later to say someone would come with a drone to look at the roof. Since then, I have called several times trying to follow up on a status. Only to be told **** was not in the office and the assistant on his team *******, *****? would have him review the notes and call me back. I did not receive a call, so I called back a week or two later and was told **** wasn't in the office and neither was his assistant. I was frustrated at this point because now it's been over a month, and no one has called me with any updates, and I advised I would take my business elsewhere. However, I would like for someone to reach out to me and let me know if there was an issue with the materials or not. I'm sure the answer will be no for sure now that I had to file a complaint just to get someone to return my calls. I would not recommend this company to any family members or colleagues. Poor customer service,

  

  Business Response

  Date: 02/13/2025

  Ms. ******** Thank you for reaching out. Again, we dropped the ball on communication and follow-up. Since receiving the complaint, I have reached out to communicate what has been done and the plan to resolve the roof issue. A roofer has been on-site, found, and corrected the source of water entry. Are next step is to repair the water staining on the ceiling. I will work with you directly on scheduling those repairs.  You have my direct cell number I have have placed you job in my name to see through completion. 

  Customer Answer

  Date: 02/19/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.

  The repair to the roof has been completed.
  
  Regards,
  
  **** *******
  
  
  

  
  

• Initial Complaint

  Date:05/13/2024

  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.

  First up was removal of our appliances, furniture and refinishing our hardwood floors. Unfortunately, our experience with the hardwood floor repair/refinish was a nightmare. The hardwood floors were destroyed in the process of refinishing. There were holes in the floor, large areas of putty/filler used, wrong sized boards that left huge gaps, wrong color flooring and stain, wrong boards used, warping, creaking in floors, etc. We contacted RVA right away to immediately complain upon moving back into our home and noticing the damage. **** came out and insured us that we were in good hands and had a seven year warranty with them. Told us they would make it right and would have the flooring company come repair the damaged floors. He also advised us to close our insurance claim and he would oversee the finalization of the floors from here. A few weeks later the flooring guy came to repair the floors and ended up making them worse. The damage is now considerably worse. Few days later our refrigerator leaked and ruined the floors in kitchen once again. It was determined that the plumber RVA used did not assemble the refrigerator properly causing it to leak. Once again the flooring guy came back to rip up more flooring and try to repair AGAIN. Third time was even worse!! We called ***************** and he came back out and agreed that the damage was extensive and the repairs had not been successful at any attempt. He said that he wanted us to get a few quotes from reputable flooring companies and that he would pay for them to do the repair once and for all. We got several quotes and sent them to him via email. He called us a few weeks later and said the companies look great and prices were super reasonable and he would start the ball rolling to move forward and he back in touch. He called today and said that RVA would be taking us to court because at this point they find no liability in our claims with the floors.

  

  Business Response

  Date: 05/15/2024

  Dear ***********,
  Thank you for bringing this to our attention so that we can work to resolve your complaint. Based on the positive tone of our recent communication and swift action weve already taken to resolve this matter, we are confident that we will be able quickly provide you with a finished product that you are pleased with and that we are proud of.