ComplaintsforRoof Revolution, Inc.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In 2/22 Roof Revolution (RR) installed a new roof after Hurricane **** of '17 paid for by our insurance company, USAA. Our housing community and HOAA has a mandatory bldg **** that all raw aluminum air vents be painted the same color as roof tile which RR fully knew beforehand when they signed the contract with USAA and accepted the $65,000. I've documented all of our calls, VM's, emails, etc with RR requesting them politely to finish the job. Now RR won't answer our calls when they see our caller ID. This whole scenario is highly unethical and unprofessional. We've never dealt with a company like this before. We just want the raw aluminum painted as it was supposed to be done initially in 2/2022 and so specified. My husband is going through Chemo and Radiation concurrently and this is an unnecessary, needless issue/stress if only they'd do what they were paid to do. Since it was in litigation for such a long time, we do not have a copy of the final settled roofing agreement/contract between USAA and Roof Revolution; so, unfortunately, we can not attach it.

  

  Business response

  02/23/2023

  ******************** vents have been panted and have been painted since before we had even received this complaint.   I have attached our contract that shows that we did not contract, nor did we charge her to paint her vents.  Additionally, there is no code requirement  in ******* to do so.  An HOA requirement is not a building code requirement. We were never requested to paint the vents until after *** had occurred, and as one can imagine we were busy taking care of clients who had disastrous salutations with water coming into their home because of hurricane damage.  **************** also had another roofer come inspect her roof and walk on her newly installed tile roof, which caused many broken tiles and we had given her a quote to repair the damage caused by the other roofer.  We had explained to her that we would paint the vents at the time of the repair so that we didn't have to come out twice, but she elected not to do the repair after all.  We do not ignore our clients' calls, as we take pride in taking care of our clients.  Due to the storm we are not able to answer every single call, but we always return phone calls when we do miss them.  We are disappointed that **************** is alleging that we have been unethical and unprofessional, but after we reviewing our records I feel that we haven taken very good care of her.  Unfortunately, you can't please everyone, but we always give our best, and when we mess up we always work diligently to make it right.  **************** should also be aware that she still has broken tiles on her roof that she needs to have repaired, and that if she chooses not to do so there is no warranty for the damaged slopes.  We always advise not to allow any vendors or contractors on your tile roof as it voids any workmanship warranty when damage is caused. Should you have any additional questions or concerns, please feel to call our office.

  Sincerely,

  ************************* - President

  Customer response

  03/02/2023

   
  Complaint: 18957634
  
  I am rejecting this response because:

  3/1/23 Response to Roof Revolution (RR) - *************: 
  1.  ***********************, General Manager of ***************************** (**), large foundation of 26 named communities that has ***** residences had stated on 2/27/23 to us that its always been the on-going ** ************************** Policy and Procedure and also that of the ********************************* for all service businesses to abide by the mandatory standards and regulations. Otherwise, the businesses should not commit and contract with the owners of the ** residences.  RR was fully apprised of these standards and regulations on February 2, 2022, i.e., to paint all the off-ridge vents, goosenecks, and boots on the roof to match the roof color. ************** continued saying that if any roofing company plans to not comply nor finish the job, they should not accept the project. RR was fully aware of ** policies and requirements prior to proceeding and then accepting the insurance settlement with **** of $65,000. 
  2.  Our vents were just newly painted a week or so ago, not as ************** had surmised that is was before the BBB complaint was filed on 1/31/23. Out of frustration, lack of response and lack of resolution after 4 months and 34 attempts of contacts with RR (see below ****** LOG)all to no avail is the sole reason that prompted us to file a complaint with the Better Business Bureau.  It was, unfortunately, only because of RRs ignoring/unresponsiveness to this situation over such a long period of time that we then filed a complaint with BBB on 1/31. However, when we arrived home from Chemo and Radiation on either 2/14 or 2/21 to find the operations manager, *******, on our roof painting the vents a week or so ago, we were relieved and surprised.  Thank you *******, appreciate you.
  3.  We were never informed during the four-month period between October, 22 - February, 23 (see below) with RRs office administrative staff of *******************************, *************************, operations manager, ********* and *****, office manager, that RR wasnt intending to finish the job. Its beside the point, irrelevant that there isnt a ** Code Requirement as explained and discussed above (item #1). The multiple and various service businesses must all abide by the mandatory ** Policy and Procedures of ** or never take the job and take the money in the first place.  
  4.  RRs estimate to us to replace our 10 or so broken tiles was $3,800; whereas, an estimate from a top-notch reputable roofing company was $800. RRs estimate of $3,800 is 475% over the fair-market going rate is typical of their business practices. 
  

  Sincerely, ***** and ***********************  
                                             ******** LOG OF ATTEMPTED COMMUNICATIONS WITH ROOF REVOLUTION 
  10/3/22:     Contacted RR *************] no one answers phone, left VM. Return call from ******************************* ************* - *****, **] saying ******* will be there on Wednesday. Two issues: 1) leak in master bath, 2) vents, were left in raw aluminum state  in violation of the ****************** and Watercrest Building Code and shouldve been painted the same color as roof tiles. 
  10/5/22: ******* to assess roof leak in master bathroom at **** am. No show, no call. Supposed to come on 10/6. 
  10/6/22: ******* to assess **** am. No show, no call.
  10/7:     Contacted RR, no answer, left VM. No response to my VM.
  10/10:   Contacted R/R, no one answered, left VM. Received a nice email from ******************************* stating ******* will be there Wednesday (10/12). 
  10/12:   ******* was no show, no call.
  10/14:   We went to **** Enterprise Roof Revolution office to find out why they are side-stepping issues of our roof leak and the painting of the raw aluminum as per ****************** Building Code to match roof tile color. The facility was abandoned, chained and locked at chain-link fence. I called and no one there, left VM. Received response from ******* ************* *****, **].  He said h*** send a crew to check out the roof. I said lets set a firm time and date but he said h*** get back to me. 
  10/19: Looked at ******** cell number from which he had called on 10/14 to check if its local or not, (was *****, **) and it accidentally rang through immediately. He sent a text saying, h*** call me back, but never did. I didnt want to talk anyway.
  10/19:   I called R/R, no one there. Left VM stating I tried to contact them 8 times and said an email would be coming later.
  10/19:  Filed a Hurricane Claim w **** today [Hurricane deductible 2022 is $21,240].  I stated problems that weve been having with the side-stepping from Roof Revolution (8 times theyve ignored us).  **** is sending a Catastrophe Unit (516) 550-5001within ***** hours to inspect/assess our roof to see if the leak was caused by: the Hurricane *** or, the faulty installation of the roofing company (which was installed 2/8/22).  The leak may have damaged the attic, the drywall, but, the master bathroom definitely does require special treatment and re-painting. 
  I was instructed by **** ***************** to alert Roof Revolution about the **** Catastrophe Unit assessing our roof leak as referred to in the above paragraph . 
  10/19:  I called RR, no one there, left VM stating tried to contact them 8 times and said an email would be coming later that day.
  ***** <*******************>
  to *******, bcc: *****, bcc: me 12:03 
  Hello *******,   10/20/22
  On 10/19 we filed a Hurricane Claim with ****.  I told them that R/R hadn't checked our roof leak since Hurricane *** so we could not complete our Claim Form filing.  **** is sending a Catastrophe Unit within ***** hours to inspect and assess our roof to see if the leak was caused by: the Hurricane or, the faulty installation of the roofing company (which was installed on 2/8/22).  The leak may have damaged the attic, the drywall, and definitely the master bathroom which requires special treatment and re-painting.  
  **** ***************** instructed me to alert Roof Revolution about the **** Catastrophe Unit inspecting and assessing our roof leak as referred to above.
  I first contacted RR on 10/3/22 about theses two issues: 1) the leak in the ceiling of the master bath and 2) the aluminum vents, etc. were left in the raw aluminum state which is in violation of the ****************** and Watercrest Building Code and shouldve been painted the same color as roof tiles when the roof was installed. The following is a summary of the times that I have tried to contact Roof Revolution about these issues that have been so far ignored, unfortunately:
  10/19: Called RR, but no one was there. I left VM stating I tried to contact them 8 times, said an email would be coming later.
  ***** <*****************************************;
  to *******, bcc: *****, bcc: me 12:03 
  Hello *******,   10/20/22
  *******, since RR offices at **** Enterprise were abandoned and chained, fence was locked plus every time we call, no one ever answers company phone, not even a receptionist or answering service, why?  When you returned a text as well as *******, they were both from area code in [*****] **.  If so, where is your physical facility now in ****** since **** Enterprise is closed?  
  The obvious and logical questions that this all raises are:  
       Why are *************************, Production Manager, and ******************************* both refusing to handle these 2 issues? 
       Is Roof Revolution still doing business in ****** or in the ****************?
       If Roof Revolution is not doing business in ****************, what happens to their existing customers? 
       If that's the case, what company will service our 3-Year Warranty as stated in our contract and what assurance do we have?
  *******, we have legitimate concerns that leave us scratching our heads about the lack of response from Roof Revolution as is clearly shown in the summary above. Awaiting your response, reply, and resolution, please.
  ********************* and ***********************  ******************* ************ 
  Inbox  ***** <*****************************************; 
  Fri, Nov 18, 4:23 **   to *******, bcc: *****, bcc: me
  *******,
  Upon our request to have our roof and attic checked because of the leak(s) in the master bathroom, ****** looked in the attic area on October 21.  After looking, he said that he didnt see any signs of a leak anywhere in the attic and suggested that we check with our air conditioning company to see if, perhaps, there might be a leak in the A/C ductwork that caused condensation to drip down on the ceiling and stained areas in the master bath of approximately 26 x 16 and in the master closet along the wall of 16 long and on the closet ceiling of 30 in circumference.  Our A/C ductwork is fully wrapped and not compromised. 
  We called **************** to review Roof Revolutions assessment. On November 3, ***************************** of ******** evaluated the situation. His findings were: 3 leaks in the master bathroom as visible by the ceiling stains; 2 large leaks in the master closet, and the attic had a considerable amount of new water stains and mold.  ******************** then went onto the roof to determine where the point of entry may have occurred. He said because our roof line is not flat but angled with a valley, that it was in the valley that the sealing was inadequate. 
  Ive attached pictures of the internal leak damages and also pictures of the mold growth and water stains on the joints in the attic that was taken by ******************** of ********. 
  Since the repair of the weatherproofing and sealing of our roof is covered under the Roof Revolution Agreement for a period of 3 years so that our home is protected from water penetration, we trust that Roof Revolution will respond to these obvious leaks that need to be repaired before any more damage may occur.  
  ***** and ***********************      9 Attachments in email ///
  11/22/22 We called RR, ******* wasnt available to talk w us. ********* said that were on the agenda for operations mtg -tomorrow 11/23 and we will be advised as to the plan after that.
  11/28/22 Called RR re Warranty and follow-thru and not breaching nor failing to comply w Agreement. ******* said that they did not have the meeting on 23rd bc too many staff members gone for Thanksgiving holiday. theyll try to have it either today 28th or tomorrow 29th. Shell call me after meeting as to disposition of plans. CJB- Ill F/U on 
  11/30. ******* was busy.
  11/30 Called R/R - no response
  12/1 I called, ******* was busy, ********* said that ******* has been on vacation and will return on 12/5.  If I dont hear from them by 12/8 that I should call them and check the status.  We are on the docket to have it repaired.  She said ******* didnt see anything when he came here, I said ******* only introduced ****** and didnt inspect the attic, only ******.  I feel as though we are being side-stepped, being put into uncomfortable position of being a policewoman of always having to follow-up and being passed over.  
  12/6 RR water test
  12/8 Called RR if havent heard - paint raw aluminum
  12/9 Called RR no response 
  12/12 ********************* to check leak - no show
  12/13 ********************* to check.  We called no answer on cell nor at office; left VM 11:25.  No show.  
  12/19 ********************* showed up unannounced for water test and took pics of broken tiles. 
  1/5/23 **************** *****************, *****************@ ************************.**
  ***** and ***, associate, checked roof, interior and attic, bathroom and closet as to why leak. Told him RR had done 3 water checks couldnt duplicate roof leak. ******** had surmised that problem of leaks had arisen after Hurricane *** from either wind, forcing rain up under soffit or that A/C ducts may be leaking. I will call Conditioned Air and have them check mold event.
  ***** suggested that I check first w RR w following:
  1.  Will it interfere with our 3-year warranty be voided) if we have  different company fix cracked tiles on our roof? 
  2.  RR is required to paint raw aluminum air vents, etc. to match the roof color tiles from the original installation in February, 2022.  This is a mandatory building code requirement of both ** and Watercrest *********************** architectural review Board.  Painting is still left incomplete from original installation.   
  1/11/23: ********. ******* on phone. ***** took message of 2 questions (leaks, paint raw aluminum) I had wanted an answer.  Ill F/U w an email.
  1/13/23: called ***** 9:30 stated > no opportunity to relay messages and get an answer from *******. Shell ask ******* when she comes in and get back w me as to answers to my Qs.
  1/13/23:  called 11:39 no response from R/R nor from ***** or ***************
  ***** <*****************************************; Fri, Jan 13, 1:35 ** (3 days ago) to *******   CC: me, *****
  
       Sincerely,
      ***** and ***********************

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