Complaints

This profile includes complaints for Reliable Roofing & Retro-Fit's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Reliable Roofing & Retro-Fit

  6308 Woodman Ave Ste 203 Van Nuys, CA 91401-2385

• 

  Reliable Roofing & Retro-Fit

  6308 Woodman Ave Ste 203 Van Nuys, CA 91401-2385

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:12/07/2024

  Type:Sales and Advertising 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.

  Between 2-25-21 to 3-25-21 I paid $14,000 for company to replace old roof to remaining roof of house. I had just added an additional room to property which had new roof with no leaking issues until the reliable roofing replaced the primary roof of property. I reached out to ***** and also office to let them know of issue and was told it's not they weren't responsible for it. All they did was put some stuff where they thought it was leaking from and never came back no matter how many times I called them. I haven't fixed due to don't know who to trust anymore and just have tarp. Roof is seems to be leaking from the joining of both roofs and traveling to middle of new room. All they cared about was that they got $14900 from me and never replied back to my concerns.

  Business Response

  Date: 12/09/2024

  Hello, 

  We apologize that you feel this way. We have no records of you calling us back to inspect the roof. We are more than happy to schedule our ******* to come out and inspect the roof to determine where the issue stems from. Please look out for a call. 

• Initial Complaint

  Date:11/12/2024

  Type:Order 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.

  Home Improvement contract on 4/15/2024 The contractors employees applied for two loans in my name, then claimed I applied for the loans I was not informed of the five day right to cancel and when I tried to cancel on the third day I was told it was to late I requested arbitration assistance and was ignored, they have now filed for arbitration against me One loan was funded and collected on they now want another ******* the roof was so bad they tore it back off and redid it,I canceled the contract once I knew they lied to me and I had 5 days and they ignored me

  Business Response

  Date: 11/13/2024

  Hello, 

  We have discussed this with the customer multiple times already. The first time we completed the roof work, she was not satisfied with the work and was holding payment until we fixed it to her liking. We then redid the entire roof with new permits and got a final from the city inspector. She informed our employees that shes satisfied with the work the second time around, however when it came time to make the remainder of the payment, she stated she wanted to cancel the contract and for us to tear off the new roof and give her old roof back... That is not possible. We filed for arbitration in order to get assistance to be able to reach an amicable agreement because what she is asking for is impossible. We are willing to work with her on the balance that she owes us. 

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22453400
  
  I am rejecting this response because: ************ and its employees never tell the truth, the contractors board is in the process of revoking their licenses, I ask for arbitration long before they filed, I have filed a Cross complaint in arbitration due to loan fraud, mis representation and the despicable conduct of those involved. I am apparently not the only consumer that has suffered at the hands of this company. They go by several names and try to hide behind the protection of a corporation. The Arbitrator will have to decide what to do. I am a 70 year old American with a disability and doing my best to deal with the dishonesty they have dished out.

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

  Business Response

  Date: 12/18/2024

  Hello, 

  As you are aware, we have filed for arbitration and would like to keep all communication pertaining to this file there with the arbitrator present. Thank you. 

• Initial Complaint

  Date:10/11/2024

  Type:Sales and Advertising 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 had the company come to replace my roof. I feel that I was over charged for the job that was originally quoted. The business came to my residence and reviewed my roof at that time I was given price of $****** to replace my roof. This is after they inspected the job and gave me the price. They then had me sign a finance contact with green sky ******* for the ******, then after starting the job came and said the wood needed to be replaced and had me sign for another ****** telling me that the inspector would not approve the job without me agreeing to sign for another ****** with green sky. ********* contacted me to investigate why there was 2 loans opened in my name on the same day. The first contacts were signed on may 24, ****************************************** same day for the other ******. I would like bbb to review the contacts and understand the amount that I am now in debt to pay. the more research I do the more I have seen same jobs no more than ******. please assist in looking into my claim. I truly believe we were taken advantage of and overcharged for the job. Me and my husband are elderly and feel we were taken advantage of.

  Business Response

  Date: 10/16/2024

  We have gone over this with the customer already. The first contract was signed on 5/24/2024 and the second contract was signed on 6/11/2024. ******** opened a claim because the customer called them and told them the same things she has stated here, therefore they did their investigation however they found nothing wrong and closed the claim.  Her original contract states what the charge would be per square if the plywood needed to be changed. She was not forced to sign anything, if she felt like she was being overcharged she had the chance to do her own research or speak to the inspector. 

• Initial Complaint

  Date:09/06/2024

  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.

  - 12/21/2022 - Full roof replacement with new shingles I have called them multiple times in July and I called today 8/27. They are picking up and saying the project manager isn't in office and will return my call concerning my warranty. The new roof was installed less than 2 years ago and has been damaged under warranty. Shingles flew off and is causing a leak in the third floor bedroom. I had a new roof inspection, and they said the roof was not installed correctly and was done poorly. As a result, the shingles were damaged and removed from the affected area.

  Business Response

  Date: 10/16/2024

  Hello, 

  We closed our business in ***** a year and a half ago and have no staff there, however we are working on scheduling a ******* from ***** to go and take a look at her property. Her warranty is with the manufacturer, ******************, and she is also able to file a claim with them. 

• Initial Complaint

  Date:04/16/2024

  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.

  January I noticed a water leak around my skylight in my garage I called reliable roofing and they sent American roofing to fix the leak. They broken my skylight they put a temporary cover on it. ****** from reliable roofing called me and told me they would replace my skylight in about 6weeks.i have been calling ****** and **** for the last 2 weeks and yesterday and they have not returned my calls l feel like that they don't want to correct what the subcontractor American roofing company put a hole in my skylight?

  Business Response

  Date: 04/17/2024

  The skylights at this property were in very bad condition and we're already cracked before we did anything. We have been in communication with him and have been responsive. 

   

   

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21454034
  
  I am rejecting this response because:they broken the skylight and said that they were going to replace it. The leak was around the skylight not the skylight, and ****** told me this from reliable roofing!Why are they lying about what they have done while I was there watching!
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/17/2024

  We do not know what the customer is unhappy about as all of his concerns have been addressed. We will reach out to see if he has any further questions. 

  Customer Answer

  Date: 06/08/2024

   
  Complaint: 21454034
  
  I am rejecting this response because:They lied to me about replacement of my skylight and they l have not contacted me!
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/28/2024

  We will reach out to customer one more time to see what his concerns are. 

• Initial Complaint

  Date:04/12/2024

  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.

  Re-Roofing 07/14/2018 - 08/14/2018 was fished paid in full ****** paid for ReRoofing Replace rotten decking & cool roof singles with a lifetime warranty Rotten decking in the kitchen caused leaking which lead up to mold complained over and over No the company has not,nor tried to fix nor committed to the warranty as promised on the documents they have provided me with Building permit NO: 18-03710 Promotion was left on my front door

• Initial Complaint

  Date:03/28/2024

  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 **** WHICH WAS INSTALLED IS LEAKING AND THE COMPANY IS NOT RESPONDING TO CALLS OR EMAILS

  Business Response

  Date: 03/29/2024

  Hello, 

  With the recent storms we were a little behind on scheduling work, however we did go out and we did make the necessary repairs. Please confirm with the customer. 

• Initial Complaint

  Date:02/07/2024

  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.

  My roof is leaking so bad from their installation that water has penetrated the drywall ceiling and now when it rains water drips onto my bedroom floor. When i pressed to see how wet it was my fingers went through the drywall and water poured out. Another room in the house has water spots all over the ceiling as well. I noticed that they failed to install two ventilation caps as well and visually saw water leaking into the attic and running down onto the drywall roof. I have been trying to get them to come and fix the leak, as well as the interior damage before it gets worse. It has two weeks of "you will get a call this afternoon" with no calls back from them to address the problem. If mold starts to grow because of the lack of response, then it will escalate into another issue and legal action will be taken. This is the second time I am having to file a complaint because of the company's lack of response while trying to handle the matter in a civil capacity.

  Business Response

  Date: 02/07/2024

  Hello *****, 

  We apologize for the the delay, we will have someone reach out asap to schedule a team member to come out and take a look at the leak. 

• Initial Complaint

  Date:12/19/2023

  Type:Customer Service 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.

  We signed the kitchen remodal contract in March ****, and demolition was done before permits were approved. We were not informed of that until demolishion occurred.The project was supposed to be scheduled to run through late April and end in June. The combination of poor subcontracting , poor communication, and a lack of follow up made this project over schedule for 6 additional months beyond the projected due date. They had to go back and fix prior mistakes of their subcontracting for my roof installment of insulation. Not to mention the personnel assigned to my project are not communicating with me the timetable for completion. Moreover nor did I receive a formal apology for the inconvenience that this has caused. We are currently 8 months pregnant, and we have a 2 year old daughter. I have yet to have a fully functional kitchen in almost 8 months and we are hemorrhaging funds on take out.The one subcontractor who communicated was let go because they were lowballed in wages for the scale of project. No one is communicating and I am held hostage from vacations, travel and excursions because we rarely know if someone is coming to my house to work. I am paying too much money for this kind of service.Frequent calls have been made by my wife and I no answer or explanation of where the project stands or how long it will take to complete.In addition we are officially two days out from Thanksgiving and I have no functioning kitchen. No to mention no substantive information has been provided on whether the inspection for electrical or drywall has been requested or scheduled with the Riverside County permit office. So my problem in summation is poor professional communications. A lack of transparency on work schedule of the project. Compounded by personnel in the company not knowing what to do with the project. We want our kitchen and our life back.

  Business Response

  Date: 12/20/2023

  Our supervisor visited the jobsite yesterday. The customer is aware that the job will be completed next week. 

• Initial Complaint

  Date:02/05/2023

  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 CONTACTED RELIABLE ROOFING IN EARLY FEBRUARY 2022, ************ PROJECT MANAGER, CAME TO MY HOUSE TO GIVE ME AN ESTIMATE ON REPLACING MY ****, I INFORMED HIM THAT I HAVE A SMALL **** IN THE DEN AREA COMING THROUGH THE *** DUCT WHEN IT RAINS. THE MANAGER ASSURED ME THAT IT CAN BE FIXED. THE ***** COST OF THE *** WAS $6,696. IN NOVEMBER OF 2022 IT STARTED TO RAIN, AND I NOTICED THAT THE **** IN THE DEN WAS WORSE THAN BEFORE. SOMEONE FROM RELIABLE ROOFING CAME OUT IN NOVEMBER 2022 TO REP*** IT, HE DIDNT FINISH WORKING ON THE **** AND SAID HE WOULD COME BACK THE NEXT DAY, BUT HE NEVER CAME BACK. I CALLED RELIABLE ROOFING 7 TIMES BETWEEN NOVEMBER AND DECEMBER 2022. EACH TIME THEY SAID THEY WOULD SEND SOMEONE OUT BUT NEVER DID. THE LAST TIME I CALLED I SPOKE WITH ********** IN JANUARY 2023, HE TOLD ME THAT MY *** DUCT HAD A HOLE IN IT AND THEY DON'T FIX *** DUCTS, HE SENT ME A PICTURE OF AN *** DUCT BUT IT WAS NOT MY HOUSE, AND TOLD HIM HE SENT ME A PICTURE OF SOMEONE ELSES HOUSE. HE THAN SENT SOME MORE PICTURES WHICH WAS MY HOUSE BUT THE PHOTOS DO SHOW THAT I HAD HOLES IN MY *** DUCT, BUT HE STILL REFUSE TO REP*** THE ****. BEFORE THEY PERFORMED THE WORK IT WAS ONLY ****ING A LITTLE, BUT SINCE THEN IT ****S ALOT AND NOW I HAVE MOLE IN MY CEILING AND THEY REFUSE TO FIX MY ****, MY MAIN REASON FOR HIRING THE COMPANY WAS TO FIX THE **** BUT NOW IT'S WORSE AND THEY REFUSE TO FIX IT.

  Business Response

  Date: 02/13/2023

  The customer has been informed that the photo that was shared with her was shared with her by mistake. That photo was not her roof. However, we tried sending someone out to take a look at the leak and the customer didn't allow our crew member to go on the roof/property to conduct an inspection in order for us to resolve the leak.  Our crew member visited on 2/13/2023 and was denied access. Please let us know if she wants us to go out and take a look. 

  Customer Answer

  Date: 02/19/2023

   
  Better Business Bureau:
  
  I was initially told by the manager that he would not send someone out to fix my roof and after he sent me pictures of someone else's roof, I was very skeptical when someone came out to the house to look at my roof, but I would very much like someone to come and repair the roof and the ceiling that was damaged during the rain storm, a leak that was not not there before. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me with understanding that they also repair the damaged to ceiling.  
  
  Sincerely,
  
  ***************************