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:10/02/2023

  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.

  I used *********************** at Superior ** Mobile Service for roof repairs to a 2015 ************ Solitude 5th Wheel in September of 2023.The work **** performed was of a caliber that another ** shop who immediately inspected it after I picked it up, stated that it would need replaced immediately.The entire roof membrane was replaced with what supposed to be new. The membrane had a 21" slit it it from wind damage, which prompted this insurance claim. The ** was released to me with 39 holes in the new roof mambrane from **** failing to mount solar panels in the correct position. They weree installed, then reinstalled, causing the roof to be in a far worse condition than when it was delivered to him. **** caused many additional pieces of additional damage to the ** while in his custody. Easily verifiable is the new roof membrane I supplied to Superior, from the *** Manufacturer yet, **** still has billed my insurance and is attempting to collect the $2K+ install kit and membrane. I have reported this to the Washingtonton State Atorney General Consumer **************** as well as the ******************* ******************************** My private ** insurance has paid the claim 3 times. The first payment directly to Superior **, Pemco placed a stop payment on. The 2nd payment was issued to both the shop and to me, so I would have to be present for signature. This 2nd payment also received a stop payment from my insurance company. The 3rd check was issued with myself and my credit union listed as payees. Numerica ************ is who financed my ** and is the leinholder.In an email response from Superior ** on Monday ****, **** went on the record indicating inspections took place prior to delivery. His inability to speak the truth will come to the surface when video and photos will disclose truths that **** is avoiding. This will certainly result in litagation due to the verified damage he caused and is not accepting reposnsibility for.

  Business Response

  Date: 10/07/2023

  I have always felt that in addition to quality and value, communication with the customer is key.   This is an expectation of the BBB and based on my reputation and integrity, is why I was asked to join the BBB.  The main obstacle in remedying this for the customer is that I received no communication in regard to his concerns or a suggested solution other than through on-line, third-party correspondence.  
  The roof was replaced per the work order from PEMCO, in addition to other requested work from the customer. When work was completed, he then came to my shop to pick it up on the scheduled date.  He was able to walk around and look over his **.  I was not present when he first arrived but showed up shortly after.  He did voice a few concerns that I answered to or adjusted on the spot.  He seemed to accept these solutions and did not push the matters any further.  I considered all matters as answered and satisfied.  Post inspection, he left his ** and was going to return later in the week so that I could finish installing the trim insert that was unavailable at that time.  Even after ********************** left my shop and we continued positive interactions through text regarding the awning that was to be installed at a later date due to backorder. At that time, I had no indication of any frustration with my quality of work or any concerns whatsoever. Later that evening ********************** expressed urgency to move back into his unit and returned the next morning and picked up his ** prior to my being able to make the final adjustments.  
  The next thing I see is an email to PEMCO accusing me of Fraud and how ********************** was very displeased.  This was a shock to me because we had just finished what I thought was a positive and successful month-long transaction as client and business owner. I was never given the opportunity to address any of the concerns he has brought forward after his ** was picked up without having to go through the insurance company and now, the BBB.  I would have gladly discussed any repair or replacement had ********************** brought them to my attention, however I was never afforded the opportunity to discuss his concerns. I feel if approached in a positive way we could have come to some understanding and agreement that would have left both of us in a good way as is my history with all of my clients.  If it was a matter of ********************** wanted his roof redone; he could have requested that as an option, although I feel replacement is entirely unnecessary. 
  The check that was issued by PEMCO to pay for all repairs, had ********************** as a consignee. How could I cash that without his signature?  That was leverage he had in this transaction that could have been used to instigate conversation regarding any concerns. However, instead ********************** contacted PEMCO with harsh accusations and requested a stop on the check for payment.  As a result, the payment that should have compensated for all repairs and equipment purchased by me, was instead cut to himself and his Lien holder as consignees.  The funds that the customer received from the insurance company were intended to be used for the repair for his roof.  Currently, all funds are with the customer.  But he asked that I pay for his roof replacement?  
  The truth is I have not received any compensation for the work done or the equipment and material purchased for this job.  All of the equipment that is currently installed on ********************** roof is not paid for.  I have contacted Dicor, the ** industry leader in roof replacement.  I spoke with them on the phone and followed up with an email and presented pictures provided by ********************** and asked for their opinion on whether or not the roof membrane needed to be replaced and/or if there are any concerns in the manner it was installed or repaired.  Their answer was no, the membrane does not need to be replaced and all the procedures followed were up to industry standards and practices. If given the opportunity I would have reviewed this with ********************** to give him peace of mind that his roof is structurally sound and installed by Dicor standards.  
  ********************** brings up additional concerns that he claims were caused by me while performing the requested roof replacement. Even the photos provided show ************* and tear on a rig that is several years old with much mileage.  I have addressed some of his claims in previous communications and know that I was not responsible in any way for any perceived damage.  I encourage him to contact my insurance company to discuss.  I will provide him with the insurance information in a separate email.  
  Please be advised I am leaving on vacation and will be gone until 21 Oct.  I will try to stay in contact if there is any more information or processes to help resolve this situation.
  
  

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20684842
  
  I am rejecting this response because:

   

  Simply, my ** is in far worse condition than before I entrusted *********************** and Superior ** to perform repairs. Most notably the 39 unneeded/unnecessary additional accidental penetrations in a new roof membrane. This is going to become a criminal matter shortly as the ****************************************************** is actively investigating **** for insurance Fraud. Jakes statements that I had a stop payment placed on funds is untrue. I do not have that ability. I voiced my concern about the insurance fraud and the absence of repairs that **** was requesting payment for, and my insurance chose to place the stop payment on his funds, and reissue the monies to me, because of the conflict. **** states that "if given the chance to make it right", he could have addressed concerns. **** already had 2 chances to do so. First when I dropped off the ** for the repair and secondly, when I voiced to him my concerns in person on the Monday, I was picking up the **, and began to hear lies about the roof he just destroyed.

   

  If **** was a tenth of an ** tech as he was writer, we would not be in this position. ***** reply and biggest complaint is that he was blindsided. **** references communications from ***** that indicate the roof was installed according to industry standards. I too am in receipt of an email from *****, that the roof is in poor condition and the rear of the roof should be watched carefully. This is clearly a poor installation that has been inspected by another ** repair facility as needing replaced already. I am in the process of gathering additional inspections of the roof to clearly illustrate the poor and reckless installation, and condition of the new roof.

   

  How would the Bureau like to receive the pictures and video evidence of this extremely poor work? Undoubtably, this will be litigated. The ************************** Commissioner is already in receipt of the fraud complaint for materials that **** requested compensation from my insurance company. I have packing slips, as well as video of the shipped and delivered roof materials (to my address) which I then took to **** to have installed. I also have video and pictures of my materials in his shop, which he installed. These are the same materials ******************* my insurance for. I also have proof of **** "riding the roof" checking for clearances, while I was backing my ** into his shop. **** accepted liability for the damage he accepted when he became the eyes on the roof. ***** replied to my insurance that he "be conservative with materials, and *****, rather than replace" when able. **** replaced the Rear AC unit, skylight, exhaust vent cover, plumbing vents and antenna when he allowed them to be destroyed on his watch. **** first thought the rear AC (pictures available) simply had a cracked cowling. Picture evidence showed that the coil was also bent. **** stated that he has enough built into this claim in labor to cover all the involve pieces. He added since his rate was $150 per hour, and insurance was compensating him at $195 per hour, he could easily have those items covered. I reminded him that insurance instructions had directed him to include any additional damage found or caused, which they anticipated.

  I received an invoice for over $28K on Monday October 9th, 2023. A retaliatory action **** attempts to use taking focus off his evident ineptness. This invoice does not include the ** awning that is not installed yet was requested payment for from insurance. I inquired about an upgrade to the awning to include a wind sensor, which would have helped the original wind event insurance claim in the first place.

   

  Let's back up a bit. Pictures of the previous ** roof after it was torn off show even edges to an OEM roofline. The new roof decking installed unnecessarily by **** was not the correct size. Filling in the shortages, were scrap pieces of ply. Pictures later provided by **** also illustrate his newly installed uneven roof line, as the scrap pieces used to fill in the void from too short of material, were not cut the correct length. This is the reason for the nearly 2 dozen sharp edges directly under the roof membrane. Consider also this illustration. My roof claim was approved by insurance for a 21" slice to the edge of my roof membrane. This slice was temporarily repaired with ETERNABOND rescue tape. These repairs are often considered permanent, as the ETERNABOND material is more robust than the original roof membrane. Insurance nonetheless approved the roof claim for total replacement. Once **** caused 3 additional tears in my new roof, he repaired 2 of them with simple ***** Self-leveling Lap Sealant, with the 3rd, he reports as having used rubber tape, followed by ***** as well. This 3rd tear he was not even aware of until I performed my roof inspection when I was requested to retrieve my property. It was during this 45-minute video recorded inspection that several items were noted as being in worse condition than prior. The Superior ** damaged Rear AC Unit **** replaced was not installed correctly, showing a large gap on the interior where the unit was not flush. The vent filter cover was also not secure in place. It was after I mentioned this to **** that **** stood on my master bed, in work boots also breaking a TV remote. During this inspection, several items were documented on video and in pictures that illustrate the poor workmanship performed by ****. Having documented all the items (27+ in total) and having disgust in the work thus far, I quickly determined that my ** was not in professional hands. It was immediately clear that **** was not taking responsibility for the damage he caused and was offering lies in response to my inquiries. I determined that I needed to remove the ** from Jakes shop immediately. However, **** had raised my hitch, which in turn would lower the roof clearance, to accommodate the removal of the rv from the shop. **** reinstalled the hitch bolts, however, did not have the equipment to properly torque the hitch bolts. I too did not have the correct socket size available and determined that I would have to retrieve the ** the following morning. I had also expected **** to have installed the roof trim ***** insert while I was gone. **** had at least twice having mentioned "having to run to ******" for the trim, and that he would be back in about an hour. This is all clearly evidenced on video. I expressed to **** several items (all on video) that I had issues with during this time. **** attempted to appease me with multiple excuses about the condition of the ** and his work. I was told that the wrinkles in my roof were caused by the adhesive under the roof "letting air out or off-gassing" while it dries or sets up. This is easily verifiable on video and audio as well. Documentation from ***** will also prove this a lie, as they indicate their adhesive is water based and does not off-gas. I asked about the solar being installed and then reinstalled, to which **** said that he did that wrong and sealed up all the holes. Not only does the ***** sealant he used to now require inspection every year. It is also not applied correctly as with many areas the sealant was not even applied! The final product now will require 39 additional inspection weak points and areas where penetrations were placed needlessly and recklessly. This is the caliber of work **** reports he is proud of.

   

  Deciding that I must take possession of my property, I made plans on a Monday evening to retrieve the ** the following morning.

   

  Additional damage to my shower curtain rod was also caused by ****. **** is correct when he indicated that I take ample pride in my **. His inability to treat it accordingly is offensive. The work he performed in the shower stall area was reckless enough to rip the shower curtain rod from the wall of the **. Photo evidence before and after will illustrate the damage points, ************** here.

   

  Statements **** made about trim being replaced in the same position, using the same s**** holes is simply a lie. I have video and photos that will easily prove this. There are currently interior s**** holes visible OUTSIDE trim areas that are new, from Jakes inability to perform a professional install and the inability to speak the truth. His attempts to convince others that I am upset about aesthetics is simply untrue. This is a childish installation, by an inept technician. **** is to face some serious legal issues and charges soon, and his attempt to deflect blame and evade responsibility will be shown as futile soon in court. I hope **** has the pictures of before and after that I possess. Would a website of the pictures along with video evidence be enough to convince the Bureau of the caliber of ***** work on my **. please advise.

   

  I intend to have the work redone by a reputable repair facility, bringing my ** back to the condition it was prior to the destruction **** caused. The insurance monies paid will be applied to the total "start-over" of the job. The damage caused by **** will be litigated and recouped once the work is completed and I have been made whole. **** will never see my ** again, nor create additional damage. This was a job clearly well above his capability and the scope of this work quickly exceeded his ability. Rather than responsibly calling his own "stop-work", he recklessly pressed on, and the finished product is evidence. Knowing this to be a significant job, I offered (when dropping off the **) for him to reach out to me if he only needed help getting the membrane onto the roof. **** never asked for the help I offered him in the beginning, choosing to take on work he was ill-prepared for, or qualified to perform safely. The materials and my property have suffered at Jakes lack of judgment.

   

  Keep in mind that I, the customer, on my walk-through inspection, discovered the misplaced solar panels and the additional 39 penetrations. **** indicates that kept in constant contact with me? When did he advise me of the sharp edges he was going to cover up? When did he advise me that he misplaced the solar? When was he going to advise me that he ripped off the shower curtain? When was I going to be advised that my railing would not have the insert in it? When did he advise me that I still did not have a side marker light? Why did he shut a cupboard door (springing it) right on top of the plastic AC/DC door (cracking it)? When the exhaust fan trim was 'blown through' with a s**** on the end of a s**** gun, why was I not contacted on how he should proceed? Why, when damage to the front cap occurred, was I told that it "was just a scratch"? Why would **** not tell me my kitchen exhaust fan no longer works because of intercepting its electrical to power a TV antenna he replaced due to breaking it? Why are new cap and rear trim pieces being billed and invoiced that are clearly not new (or sealed)? These are a few of the many areas of zero communication. Other significant matters in turn were not reported to me. In fact, after asking for a picture of my tires and their size, so I could shop for new, he indicated he would get them the next day. It was 6 days later I received a single picture. This is how unresponsive **** is. I am well prepared to document these facts with before and after pictures and videos. I also possess the various text messages we exchanged. I will readily provide the BBB any requested documents. This same material evidence will be held for discovery once litigation begins soon.

   

  Sincerely,
  

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

  Customer Answer

  Date: 10/17/2023

  Business is now attempting to bill (me now, instead of insurance) for materials I, the customer, provided to repair shop. Material are the roof membrane and install kit. These materials were shipped directly to me the ** owner. These materials were NOT purchased by *********************** at Superior Mobile **, yet he sought compensation from insurance first, and now me directly for materials he never procured. Additional estimates being gathered presently for the redo of the roof. All input received so far is that the roof is NOT installed accordinging to industry standards and the damage caused by **** easily prompts the entire replacement of my roof. this quality will never be accepted.
  
  I plan to use the insurance monies to have roof redone, and any amount above and beyond what i. surance has not covered, will be at the expense of **** at Superior **. When do I provide witness statements that **** "rode" my roof while I backed into his repair facility, accepting liability for the damage caused to my ** from clearance heigth not being adequate?

  Business Response

  Date: 11/15/2023

  A bill was sent because the work was completed to the industries standards according to the Dicor the industries leader in RV roof manufacturing.  I sent an email to Dicor detailing the complaints of ********************** with pictures. I asked for their honest opinion and recommendations.  Their response was that the roof membrane was not compromised or in need of replacement. It is because of this information from the leader of RV roofing that I still feel I am owed for my work completed.  ********************** insurance provider sent the monies to him and said any payment would have to be discussed between the two parties.  This is why an invoice has been sent to ***********************  As far as the claim that I am trying to charge for materials that ********************** provided for his repair.  I would encourage ********************** to review his invoice we provided to him. There is no charge for any items that he provided.  I feel that no answer i provided in this customers complaint process is going to satisfy him. 

  Customer Answer

  Date: 11/21/2023

   
  Complaint: 20684842
  
  I am rejecting this response because:

  <Attachment>

   

  I have secured 2 independent roofing inspections and have received documentation on 1 so far. The ** was delivered to a repair facility on Monday November 20th, for a 3rd inspection, and subsequent repair. The most recent inspection reveals screwheads now rising up under the new roofing material. The ** has been under a tarp since it was picked up from Superior **, as there are additional roof penetrations that were actively exposed to weather elements. The ** was uncovered for 2 inspections and a 3rd time yesterday when delivered to a competent repair technician. The inspection performed on Nov 20th revealed multiple issues, including 3 additional tears in the roofing previously unnoticed. Ample documentation was gathered and will be provided shortly. Noteworthy elements include severe stretch marks, complete with knuckle impressions of where **** stressed the membrane excessively against his own hands. These are now permanent fixtures in the roof. The roofing folds / wrinkles are not only still present but amplified. Dozens of screwheads are pushing up the bottom side of the membrane. Slight thumb pressure on the screwheads reveals that it is a securing s**** for the unnecessary plywood underlayment he installed incorrectly. Interestingly, an insurance adjuster from another company was on site at the time I arrived. The progressive insurance adjuster was surprised at the condition of the roof as well, as he performed a complimentary verbal inspection himself.

  During this 3rd inspection, several locations on the roof revealed material under the membrane. It is suspected to be staples possibly, or other material that was not swept off the roof prior to the membrane being laid down.

   

  An additional inspection area was the fender skirt. It is a generic skirt, applicable to many different applications and is simply NOT the correct part. The manufacturer still has the original OEM part available, however **** installed a cheaper, incompatible part. The installation of the incorrect fender skirt also reveals its mismatch to the twin piece on the opposite side. The new repair facility will be installing the correct part as part of the redo.

  Quality workmanship would not reveal such issues on a roof that was only 1 month old.

   

  Communication I received from DICOR is also contrary to what **** is reporting. It appears there is an inconsistency with what **** reports to the BBB, about DICOR being solidly behind his install, and what DICOR is telling me. The most recent communication I received from DICOR is as follows...

  "Good afternoon, *******,
  
  Unfortunately, after consulting my manager, technically we cant tell you what you should do as far as the installation goes. But looking at the sealant, it doesnt look like its going to last quite as long as it should based on application. I wish I could say more, but if youre concerned with the hole, I would absolutely take it back to ***********************!
  
  ***********************************
  Customer ********************** Supervisor
  Dicor Products, ************, and ****************, ****** of *************** ***************
  *******, ** 46514
  Office: ************

   

  This is a matter sure to be litigated soon as I have been deprived of the use of my **, my primary residence. I am also attaching the 1st inspection report of 3 secured thus far, illustrating further, the inferior work performed by Superior **. No, **** will not be compensated for the damage he caused to my **, the misuse of materials, or the incorrect application of materials. This was clearly a job that exceeded his limited skills. Accepting such work was reckless, unprofessional and grossly substandard work resulted. Everything **** touched on the ** now needs attention. My damages will be collected through litigation later. Pictures are evidence enough, however, let's just wait for the next 2 inspection reports to validate all of my customer complaints.

   

  I am still pursuing the Insurance Fraud Complaint as **** had submitted his invoice to my insurance company and was expecting payment on his fraudulent charges for the roofing materials that he did not supply. His acknowledgment of this in his earlier response, does not negate this fact. Because insurance funding was redirected to me, does not absolve him of his shady attempt to defraud my insurer initially.

   

  This cannot be more wrong. We can continue this back and forth, however **** is correct on 1 thing. This matter is clearly not going to be resolved easily. **** will not be compensated for his substandard work. No consumer would accept the results **** hopes I will accept. ****'s untruthfulness is also the reason he will never have access to my ** again. **** had a chance to do the work correctly, the first time. Subsequent chances will not be afforded to him. I anxiously await ***** next reply. I will entertain any offers of compensation **** presents, prior to being forced to litigate this matter. This only gets deeper for ****, as my inspections, travel, lodging and personal damage being without the use of my residence will be collected later though my legal representative. 

  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 12/04/2023

  Roof replacement pictures. This is not ******************* work, that *********************** performed on my RV. Note the unfinished sharp plywood edges that **** left unaddressed. Pay attention to the sharp plywood edges where the scabbed in pieces of plywood do not align to the next pieces. Seams where the 4-foot-long edge of scabbed in pieces are left to float, over a void, and are also without any tape to mend and smooth the edge. Antenna installation is seriously lacking sealant. Invoiced (and reported as "new and replaced") roof corners and cap/roof transition pieces are clearly not new.
  This work should highly embarrass ****. Let's see **** put pictures of his handywork on his website then? If this is industry standard work, and work that **** reports as being proud of, let's see my RV become an example of quality work on his website.  All these pictures will be published publicly soon anyway, to act as a forewarning of *************************** business practices and lack of care or attention in his workmanship. The communication he offers in this dispute are clearly not truthful and will easily expose Superior RV and **** as unworthy of owning a business or being trusted in the care of a customer's property. **** should probably start looking for a new career now, as his attempt to defraud his customer is evident. The court of public opinion is strong as attempts **** makes defending his work as being industry standard will be illustrated.
  Hopefully Superior RV, and **** will learn what the true measure of a man is, by being honest in his future endeavors. More pictures and inspection reports are coming soon. Damages I incurred are being compiled and will be requested of Superior RV and/or his insurance.

  Customer Answer

  Date: 12/04/2023

  Additional photos

  Customer Answer

  Date: 01/03/2024

  Last I heard was the date for mediation in January, which I was expecting?

   

  please advise

   

  *******