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:06/23/2023

  Type:Product 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.

  Contractor has not refunded a $5000 deposit. I made it clear that I would be using a financing company and Rookard indicated this was acceptable and they had worked with ************** in the past. **** required an executed contract before moving forward and Rookard kept stalling on my request for a contract with acceptable payment terms that aligned with *****. Rookard underwent a recertification process with **** but insisted it was my responsibility to obtain the payment terms. *** Rookard and I ultimately spoke on the phone and got into an argument. I told him he should know the payment terms as they just recertified and it was complete BS on the delay on the contract. He said he would refund my deposit and to take my broke a** and find another contractor. I still have not received my deposit to date after overnighting it to Rookard.

  

  Business Response

  Date: 06/24/2023

  ************* over the course of the permitting and contract process continually was rude to my office staff via phone conversation. The last straw I s when he call the office and screamed cuss words at them and make the ladies in the office very uncomfortable with his demands and name calling he was saying to them.  I called ************* myself to see what was wrong and to calm the situation down and get his side of the story to why he would talk like that to a women so aggressively and he responded to me with cuss words. Screaming at myself about how terrible we are.  So I responded with we will no longer be building your pool. We dont want to deal with someone who swears and screams at women and is just a terrible person. So I told him we would refund his deposit in full even though we have spent approximately **** staff hours preparing everything for permitting.  The check was sent in the mail this last week. For $5000. To his address on the quote.  Thats my side of this story. My company has the right to not build for someone so demeaning and and does not meet our expectations to be our customer.  
  thank you 

  *** Rookard  

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20230268
  
  I am rejecting this response because I did not swear at the female support staff at all, and by support staff, that means his spouse or someone with the last name of Rookard; there was nobody else involved. I was direct and upset at that point, but again, never cursed at her. I specifically asked ***** to have *** call me directly for that reason and then he emailed me initially instead of calling. He then called me after I asked via email and the only swear word I used when talking to *** was ******** after he said it was my responsibility to get the payment terms situated with the lender, who Rookard just recertified with and had conducted prior business. I have several email chains showing our dialogue (where I was never unprofessional) and Rookards cavalier attitude through the process, which I would be happy to provide. Furthermore, just take a look at Rookards online reviews to see others experiences. As far as the check goes, I havent received it. When I receive the refund, I will consider this closed. 
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 08/10/2023

  We did receive our refund so everythings fine now. Thanks!
  - ***********************