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:04/01/2024

  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 elderly mom needed a new roof after Hurricane ***. Her roof was damaged and she also lost her entire pool cage during the hurricane. The roof was done at the end of 2022 by Red Truck Roofing and we thought everything was great. However, when time came to put up a new pool cage we ran into problems. Apparently, the roof company failed to remove the supper gutter on the pool side and put the new roof and the drip edge over the old gutters. The new drip edge was now covering the old gutters and the fasteners that they need to attach the cage were covered up. **************** wouldn't start any work until this was fixed as this would cause damage to the new roof and further repairs would need to be done. I reached out to Red Truck Roofing and had multiple conversations with them. The pool cage company also reached out to them to help resolve this and fix this. ***** the supervisor came out and looked and we were told that removing the supper gutter would cause damage and the only way to fix this correctly would be to take down the gutter, instal the cage, and then re-do the drip edge and several rows of the shingles. He quoted an additional cost of over $2,000. This was very frustrating as they were trying to pass on the cost of their mistake down to the customer. After failing to resolve this issue I was finally able to reach ***, (the owner), and he agreed to fix the issue. When it came time for pool cage to be installed I contacted *** to send his crew as agreed to do their part, so the cage can be installed. The plan was for the roofing crew to remove the supper gutter, then the pool cage company would install the cage and then the roofing crew would come back and replace the few rows of shingles and new drip edge. *** asked if the pool cage company would remove the gutter themselves and do their part therefore his crew would only need to come out once after the install, and not twice. I checked with the pool cage company and they agreed to proceed and take down the gutter, as it was arranged for the roof and drip edge to get fixed after the cage install. The cage crew did their best removing the supper gutter and getting to the fasteners but unfortunately the drip edge got damaged in certain areas, as expected. But we knew that it would happen and that the roofing company would be out to fix that as agreed.The cage was done and I reached out back to ***. On this last conversation he said he would get back to me and make further arrangements and I never heard from him. He would not pick up or respond to any calls or voicemails that I left for him after that conversation. I also kept reaching out to the office by phone and email and finally I was able to speak with ******. He sent a worker out to look at the roof and re-evaluate. The worker came & climbed on the roof to do his eval but he never entered the lanai to look at the drip edge damage from below where one can actually see it. I didn't hear from the company. I then reached out to ****** again for an update. I was told that everything was good and no further work was needed. In his email Gunner goes on to tell me that drip edge damage is normal and this is something that happens when even regular gutters are placed. My mom had gutters replaced too all around the house, and no where is there such damage as where the supper gutter is. I also pointed out to Gunner that there are areas of drip edge damage with extension to the shingles and noted areas of lifting shingles. I sent him pictures that I took myself from the ground as obviously pictures from the top (that the worker took) do not expose those areas of damage. I have asked ****** to come out and look at the difference himself but I have not heard from him since that time. He has stopped responding to my emails. The company has failed to properly assess factors such as the supper gutter that needed to be addressed correctly during the roof installation. The company agreed to fix the roof issues and damage associated with the supper gutter after the install of a pool cage but yet again has not done that as initially agreed upon. The drip edge is up in the air, and not down as the drip edge should be and there are areas of shingles being lifted up yet the company refuses to take care of this. I am requesting that the company fix the damage to the shingles and the drip edge as agreed, or partial refund to hire a contractor to fix this issue.

  

  Business Response

  Date: 04/03/2024

  Hello,

   

  Red Truck Roofing does not provide pool cage services, nor was anything of the sort included in any contracts. We asked during install if the ************ should be detached, we were told no. We installed the roof as contracted and the roof passed all inspections. After the install you told us you were having a new pool cage installed, the contractor did what is called "pulling" the drip edge so that the gutter can be tucked under it, this is a normal practice in installing gutters, it is done everyday and the water will still shed into the gutters. We did not do this to your drip edge, we cannot be held responsible for it. We apologize if that upsets you, we have answered all your questions and responded to all of your inquiries. We did not make a mistake while installing the roof, in fact your contract states that gutters are not included whatsoever, yet you have been trying to hold us responsible. You asked us to come out and fix the drip edge that the other contractor bent. That is not our responsibility as it was not in our scope of work. We issued you a price to deconstruct the eave of the roof and fix the other contractors work. We never agreed to fix the drip edge that your screen contractor pulled/bent. We take deposits for repairs of that size, a deposit was never made therefore we never scheduled the work. You emailed us months later asking about the status of this and the same information was relayed to you. 

   

  I have uploaded a copy of the contract, which clearly states in multiple places that we are not responsible for the gutters on the home. 

   

  This review and complaint has nothing to do with our work completed on your home, it has nothing to do with the work we completed. We are sorry you are upset about the drip edge another contractor tampered with, but we cannot be held responsible for the workmanship of others. We also feel necessary to add that you are not our contracted customer and you are filing a complaint as if you are our customer. 

   

  We hope you find closure in this response, however filing complaints on workmanship that was not completed by us is not a valid use of this platform and we feel this complaint should be removed, as it has nothing to do with the work we have completed per our contract. We appreciate your business, but we cannot offer you anything more than we already have, which was to complete the repair to the drip edge that another contractor tampered with at our ************ cost as an act of good faith to you to show our appreciation for your business.

  Customer Answer

  Date: 04/07/2024

   
  Complaint: 21511087
  
  I am rejecting this response because:
  
  I am appalled by the companies response, their dishonesty and lies. 

  We have NEVER stated that we hired Red Truck Roofing for pool cage services. Red Truck Roofing was hired to PROPERLY replace the roof. Red Truck Roofing NEVER asked if the cage or gutters will be replaced,  which would have been an appropriate question to ask by roofing professional. Why the company assumed the cage was not going to be replaced we DO NOT KNOW.  That was the MISTAKE that the company made. The salesman Will nor the supervisor ***** NEVER asked. No one questioned this. The gutters all around the house were replaced by a gutter company after the roof install without any issues. But when some months later we started working on the cage we ran into the problem with supper gutter as Red Truck Roofing covered up the fastners that are needed to properly install a pool cage. When we reached out to Red Truck Roofing, initially the company said they didn't do anything wrong, then they said that they DIDNT KNOW that **** was going to be replaced, and that's because IT WAS NEVER ASKED. So in your response "we asked during install if the ************ should be detached we were told no" is a LIE. 

  ***** (the supervisor) came out to look at the problem to see what can be done since the fastners were covered up and the pool cage company could NOT DO their job properly. The pool cage company even spoke to ***** directly about the problem from my request. ***** said it would be hard to remove the gutter without DAMAGE to get to fastners and that's when he recommended taking a few rows of shingles off, installing the cage and then fixing the damage once the cage is installed. And that is when ***** said it would cost $2,000 + .  We were NOT paying to fix for the anticipated repairs as this was the COMPANIES MISTAKE. That is why we went up the chain of command, to owner *****************************. *** AGREED to fix the problem. He instructed  that the pool cage company can go ahead and install the cage and AFTER install to contact HIM and HE WILL TAKE CARE OF REPAIRS.

  To respond to your statement "we did not do this to your drip edge, we cannot be held responsible for it"---- is not true. This company is responsible  and that was the whole point of us and the pool cage contacting you before any work began. During the install of the cage the DAMAGE WOULD be done because DURING the roof replacement the fastners were covered up. So that is why RED TRUCK ROOFING was going to fix it AFTER the cage was installed as agreed with *** THE OWNER.  The pool cage company is unable to do their job properly because of the roofing company to begin with. 

  "We did not make a mistake while installing the roof, in fact your contract states that gutters are not included whatsoever, yet you have been trying to hold us responsible"--   Red Truck roofing was NOT to replace gutters, so of course it would not be in the contract. The problem is that the company covered up the fastners for others to do their job properly. SO A MISTAKE WAS MADE.  And then Red Truck Roofing AGREED TO FIX  it after the cage install per  conversation with the owner ***, but is now refusing.

  "We issued you a price to deconstruct the eave of the roof and fix the other contractors work. We never agreed to fix the drip edge that your screen contractor pulled/bent"----The price that you gave to deconstruct the roof WAS BEFORE THE **** CAGE CONTRACTOR EVEN DID ANY WORK. This was in an anticipation of the damage that would be done.  When the price was given there was no damage to anything as the pool cage was not even installed yet. THE **** CAGE COMPANY WOULD NOT START ANY WORK UNTIL THIS WAS RESOLVED WITH THE ROOFER. *** the owner, AGREED to fix the anticipated damage and RE-ASSURED ME THAT HE WILL TAKE CARE OF IT AND I AM TO CONTACT HIM DIRECTLY.

  "We take deposits for repairs of that size, a deposit was never made therefore we never scheduled the work" - Deposit was NEVER made because it was going to be Red Trucks Roofing Responsibility as per my conversation with ***. 

    "You emailed us months later asking about the status of this and the same information was relayed to you"----Email relaying what information? Your communication was almost non existent. After cage was installed, we called *** directly.  He said he was gonna call back and make arrangements. He never did. We made more phone calls to *** and left voice messages but he never picked up or called back.  We emailed the office and called multiple times without getting any answers. Then was connected to ******, who said he would send someone from the company to evaluate the damage and get the repairs going as agreed before with ***. Then there was silence again. We again reached out and ****** sent an email saying all is great and there is no damage so no work needs to be done.  We sent him a reply and pictures of the damage that we see as lay people, and we are not even roofers.  In the email areas of concern were pointed out and requested that those particular areas be addressed. We never heard back. The company  contradicts themselves, telling us that everything is fine in the email and there is no damage and then here on BBB page saying that they will not do the repairs as its not their responsibility. They contradict themselves saying they are not responsible for fixing the damage here on BBB page, yet they made some steps to re-assess and fix the damage as was agreed with *** the owner, but never completed the work.

    "I have uploaded a copy of the contract, which clearly states in multiple places that we are not responsible for the gutters on the home"-----The contract has nothing to do with this issue. It is irrelevant to this complaint. All the issues above were after the roof replacement and the fact that you covered up the fastners.

  
   "This review and complaint has nothing to do with our work completed on your home, it has nothing to do with the work we completed" ---- As mentioned many times above it has EVERYTHING to do with your work, because Red Truck Roofing did not PROPERLY do their work, thus covering up fastners for a pool cage company to properly do their work without DAMAGE. Red Truck Roofing also promised to take care of all the damage after the install of a pool cage, yet HAS NOT DONE SO.

  "We also feel necessary to add that you are not our contracted customer and you are filing a complaint as if you are our customer" ----- I handle all matters for my elderly mom, who does not speak english, so I am just as a customer as she is, as I am her caregiver, translator and everything else. I have been involved in the whole process from the start. You had contact with only me, on her behalf during the whole process.  Please check your records as my name, my phone number, email, contact, payment, all came through me. 
  
  "filing complaints on workmanship that was not completed by us is not a valid use of this platform and we feel this complaint should be removed, as it has nothing to do with the work we have completed per our contract"- THIS COMPLAINT SHOULD NOT BE REMOVED. People deserve to know how dishonest and incompitent this company is.  A professional roofing company should know how to make proper assessment, ask appropriate roof and pool cage related questions, and not cover up fastners for future cage installment. This complaint has everything to do with your workmanship as explained in detail above. This complaint also is about the companies DISHONESTY and LACK of INTEGRITY in agreeing to handle this issue professionally initially and then not following through it.

  "we cannot offer you anything more than we already have, which was to complete the repair to the drip edge that another contractor tampered with at our ************ cost as an act of good faith to you to show our appreciation for your business"---- Again the repairs that you offered to make were BEFORE ANY contractor did any work. *** the owner of Red Truck Roofing was to take care of ALL needed repairs  AFTER the cage install.  I personally spoke to  *** (the owner) several times and he assured me he would take care of this issue and do the repairs and he never did. So no you did not do what you offered to do in order to fix this mistake.

  Sincerely 

  *********************/*******************************

   

   

  

  Business Response

  Date: 04/08/2024

  To simplify this: We will cut out all the heresay and the stories, everyone has their opinion and their side of the story in matters like this. We operate each job by what is in writing on each contract, so what we will discuss is the paperwork and the contract, after all - that is what we are bound to. You signed a contract stating gutters, soffit, and fascia are not included in the project. Nowhere in the contracts does it state to do anything different or provide any other type of out of the norm service with your super gutter. After the project was completed, you let us know you you needed special service provided to the super gutter. By then, it was too late as our roof was already installed and again, this was not service that we were contracted to preform. 

  We made multiple trips to the property for free, our contract states we need to charge you for non warranty related trips, which is our repair minimum. We never charged you for these trips. We even inspected the other contractors work for you, again free of charge. Nearly a half dozen trips to your home for free and countless hours on phone calls with you. This does not sound like a contractor that is abandoning their poor workmanship and not being truthful to its customers, clearly we have gone above and beyond to try to find a solution for you.

  So to be clear once more, another contracted damaged your drip edge, we did not. We made no mistakes on the roof and we were not contracted to do your screen enclosure nor your *************. We did the roof, the roof looks great. The roof was installed to code and passed all inspections. The other contractor bent your drip edge and you are upset, I am not sure why that is directed at us. We did our job as contracted. Anything done to your roof after we left is not something we can be held responsible. Please read the terms of the contract and the warranty stipulations. I have uploaded the contract on my last response. 

  Although the drip edge that the other contractor bent does not look brand new and straight like it did when we left your home after we installed your roof, the drip edge still sheds water, that is what it is required to do. 

  Please contact the contractor that damaged the drip edge for damages, we gave you a quote to fix it if you want it fixed, maybe they would be willing to pay that. Afterall, they should be the ones to pay for the repairs on the damages they made on your home. As of right now, it does not leak and it sheds water. Nothing bad will happen if you leave it the way it is.

  We have tried to be sympathetic, but just as you do at your job when you work more hours or work overtime, you expect to be compensated. When we do additional work we require additional funds to cover the materials, labor, overhead and profit. Without charging for work we complete, we cannot remain in business and provide opportunities for those we employ, so yes we issued you a quote for the repairs. However, unlike a normal repair quote, the quote we gave you was our raw cost, there was no overhead or profit added to fix the other contractors mistake. There was no profit built into your quote. Nowhere did anyone promise free work to fix another contractors damages on your home. We promised you that we would come out and take a look, that is what we did. 

  We are sorry another contractor bent your drip edge and that we are not willing to fix it for free. We cannot be held responsible for another contractors mistakes. I just checked and you have not left the other contractor any complaints on their better business bureau page, why are we the ones that are being held responsible for work they completed? It seems unfair to target us to repair someone else's work. 

  We hope you understand where we are coming from, we are not trying to put you out or cause you any losses, we are a company that stands by our work, however what you are complaining about is not our work, it is the work of your screen enclosure contractor. We are sorry we cannot be of more help, we simply cannot do the work for any less than we quoted you and we understand your frustrations. 

  Customer Answer

  Date: 04/14/2024

   
  Complaint: 21511087
  
  I am rejecting this response because:

  The complaint is not heresay nor is it stories, as you state. This is not an opinion. These are facts. Not sure who exactly is responding to these complaints as you do not identify yourself, but maybe you actually need to speak to ************************* the owner of the company who I personally spoke with 3 times over the phone during this process to resolve this issue and who promised to fix all this.
  
  Again, we did not hire you to replace the gutters or the soffit, or the pool cage and no one is claiming that. You were hired to replace a roof CORRECTLY, so that other contractors can do their jobs correctly as well. 
  
  You replaced the roof and when you did that you DID NOT do it correctly as you covered up the fastners during install that are needed to install a pool cage. You failed to ask appropriate questions whether a cage was going to be replaced and made those decisions on your own. We are not roofers and would have NO knowledge that this was done incorrectly.  We became aware of this issue months after roof was completed by a pool cage contractor. As a professional roofing company you should have known not to cover up the fastners.  We did not contact you to let you know that we needed special service, we contacted you to let you know that you made a mistake when you did the roof and covered up the fastners and now the pool cage cannot be installed properly and this needed to be fixed.
  
  Unfortunately, you are a contractor that abandons its poor workmanship and is not being truthful to its customers. You made the trips to the property to evaluate your mistake and how it would need to be fixed before install of cage and after, NOT AS A FAVOR.  Half a dozen trips? You came out twice. ***** came out before pool cage install and another worker came out after.  Countless hours on phone? Communication from your end was non- existent. Getting a hold of anyone was a challenge. We went up the chain of command and spoke directly to ***. We would be more than happy to look up and provide total times of the conversations  with *****, ***, and ******.
  
  So to be clear once more, the pool cage contractor had no magical way to get to the fastners that you covered up. They had to lift up the drip edge in order to get to fastners (THAT YOU COVERED UP)  to install the cage. The reason why we called you in the FIRST PLACE WAS TO DISCUSS THE ANTICIPATED DAMAGE THAT WILL BE DONE BY THE **** CAGE CONTRACTOR BECAUSE YOU COVERED UP THE FASTNERS. WE, YOU, AND THE **** CAGE COMPANY ALL KNEW THAT THERE WILL BE DAMAGE TO THE **** EDGE. THIS WAS NOT A SURPISE. THIS WAS NOT AFTER THE **** CAGE WAS DONE. ALL OF THIS WAS IN ANTICIPATION BECAUSE YOU COVERED UP THE FASTNERS TO BEGIN WITH THAT ARE NEEDED FOR OTHER CONTRACTORS TO DO THEIR WORK PROPERLY. We dont know why you are so confused at why we are upset. We are upset because you covered up the fastners, agreed to fix the job and damage after the install of the cage, and now you pretend like you are clueless and confused and know nothing about this.
  
  Its funny that you recommend to contact the pool cage company and have them pay for the damage. The pool cage contractor was the one that informed us about the covered fastners, and recommended to contact the roofing contractor that replaced the roof (YOU) to begin with and make arrangements for repairs. Which we did. And again, the pool cage contractor personally spoke to ***** about what the problem is and what needs to be done so they can proceed with their work. I personally spoke to *** regarding this as well. As said before, initially you were supposed to come out, do whatever needs to be done to expose the fastners. Then the pool cage company was going to do the install and then you were coming back to repair all once all was done. But *** wanted to send his crew out only ONCE and he instructed to proceed with the cage install and  re-assured that the crew was going to take care of the rest by only coming out ONCE after the cage install.  As to not waste resources coming out twice. So that is why the pool cage company proceeded with install as arrangements to fix the damage were made with ***.
  
  We are not asking for sympathy. We are asking for you to do your job right.  And if you did not do the job right, then fix your mistake, as you said you would. There would be no need for the additional quote that you gave with anticipated damage if you did your job properly to begin with. *** told me that he would take care of this when I spoke with him during the planning stage of the cage install, and then again when I spoke to him right before the install and then again when I spoke to him after the install, as already stated multiple times above.
  
  No we have not left a complaint on the pool cage contractors page, because as stated SO many times before they anticipated the damage due to your mistake of covering up the fastners. They couldnt magically get to the fastners that YOU COVERED UP. If you did not cover up the fastners, we wouldnt be in this situation today. Its interesting that you want to blame someone else for not being able to fix your mistake, instead of taking accountability for your own actions. They instructed us to discuss the needed repairs with you and assisted communicating the needed repairs to ***** in explaining what needs to be done. They would not start the work until we worked out the issue with you. And we did as they recommended and worked it all out with *** who did promise to take care of it all. They did not mislead us in any way, but you did.
  
  You are NOT a company that stands by your work or your word as evident in this situation.  The WORK & WORKMANSHIP of your company is very poor as you failed to properly do your work, and then fix the mistake that you made. The company lacks integrity, as well as its owner *************************, who made promises that he obviously never intended to keep.  

  Sincerely,
  
  **** & *******************************

• Initial Complaint

  Date:02/13/2024

  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.

  Post Hurricane ***, we had Red Truck come out to repair our roof. Multiple contractors in the area, only went with them because someone my wife knows works with them and saw the post on ********* After the initial installation, the contractors left the satellite dish that was thrown on the ground. Ok fine. Then it started leaking after a heavy rain, bedroom ceiling was craving in, called them and someone was sent out to fix it. Still leaking, and then the project manager came out to fix it. Now its not leaking. Now we recently got notified to pay the remaining balance of almost $4k. We ask them what about the damage the leaking roof did to the inside of our house. They say its cause our soffit was damaged and never fixed. Not their roof problem. So how does it stop leaking after their project manager came out to fix it? Its been raining very hard and been through a hurricane season already since July when the roof was fixed by the project manager. AND WE STILL DONT HAVE THE SOFFIT FIXED! BUT ITS NOT LEAKING ANYMORE?? Weve been through a hurricane season already!This was after we had our insurance check pay to them. $14k that our adjuster said was suppose to be enough for everything else that was damaged even with our deductible. Red truck asked the insurance for more and then we were notified by our adjuster that they were up charging a lot of the materials. Mind you this was a 1166 sqft house (We paid $18k for a a 2200sqft house). After installing the roof, we were asked to pay another $1900 almost $2k. Now just recently they asked us to pay the remains balance or $4k. So this leaking roof costed us $14,000+ $1975+ $3982 =$19957 ish for a roof that costed us more damages on the inside. Ive contacted our adjuster and was also told that it couldnt had been cause of the soffit. So dont blame it on the soffit cause its still not fixed and you know weve been through some windy and raining months. What a joke.

  

  Business Response

  Date: 04/03/2024

  As you stated in your complaint, the roof leak was from your lack of soffit. We sent you before and after pictures of your soffit, or lackthereof. Windblown rain was blowing water into the open soffit and into your home under the eave on a ****** Hip on your roof. This was not a roof related issue. You will see this leaking again when you have wind blowing water into your soffit again, this will eventually occur, rain and wind will need to come from a certain direction to gain access into your home. We have told you numerous times that you will need to install soffit on your home. We were never contracted to fix, remove, or install soffit on your home.

   

  As stated in our contract, we do not warranty work that has not been paid for in full. You have been witholding funds from us for quite some time, and you have only decided to leave complaints when we try to collect. Yet, we still came out and made a good faith repair for you, even though you have not yet paid your outstanding balance. As instructed by you, ************** attempted a repair on the shingles adjacent to the missing soffit, just to give you the peace of mind that any roofing issues were amended, even though we found no evidence of a roof leak. We stand by our work 100%, unless of course we have not been paid for it, which is an understandable business practice and clearly outlined in the paperwork you signed when you hired us. 

   

  The balance we requested you to pay was your deductible for the insurance restoration work on your home, this is not a negotiable line item, this is required to collect by the contractor, this is the law and avoidance or evasion of making this deductible payment is against the law. We have exhausted our efforts to collect these funds from you and to comply with the law. We cannot be complicit to this and we have reported this to your insurance carrier for them to take action on, they will likely involve the insurance commissioner. You have to pay your deductible, it is the law. 

   

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21272902
  
  I am rejecting this response because:

  Again you state its not related to the roof, again it was only fixed after your contractor came out to fix the roof that it stop leaking. Good faith repair? On work that was supposed to be done right in the first place? Insurance adjuster even told us its not the soffits. 
  

  Again, to this day theres been multiple high wind, rainy storms and its fine. Weve been through a hurricane season already. We havent see any leaking without the soffit fixed.
  

  Why we filed a complaint? Cause we did not receive any updates on the roof and the damage that it caused until I was told we have a balance due. Who is going to pay for work that resulted in more damages? After failing to negotiate, we paid our balance. So can we not file a complaint after? You have your right to collect the balance, I have my rights to file a complaint. 
  

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

  

  Business Response

  Date: 04/04/2024

  Ok, so just to be clear here, we fixed the roof related concern - before you paid your balance, which is outside of our contractual obligations to you - and now the problem is resolved. And you paid your balance, which we appreciate, as the balance was owed to us and we count on these funds to pay for the work we completed on your home. Why is a complaint being made? It is because you feel that we misdiagnosed the issue with the roof? We understand an insurance adjuster may have an opinion, however an insurance adjuster is not a licensed roofer, they have no certifications to repair or replace roofs, they have a certification to adjust insurance claims. They also have no liability for the statements they may make regarding these topics, if they are wrong, they have no repercussions or liability. We are licensed roofers. We see issues just like yours on your home all the time, it is typically windblown rain coming in through the soffit or a leak in the roof to wall flashing under the eave. Your roof to wall flashing was sound, and we traced the source of the water back to your open soffit, you have no soffit installed on your home and you have an eave that meets the roof in an area called a ****** Hip. To diagnose the issue we removed the shingles at the top of the hip to take a look to see if water was coming through the roofing system, it was not. Your peel and stick underlayment was completely intact and covering the area adjacent to where the water was coming in. We re-installed and resealed those shingles. This investigatory repair was an act of good faith, it was not the cause of your leak. As we stated in our last response, a windblown rain that strikes that exact spot under your eave will lead to another leak if you do not install soffit on your home, not to mention it leaves your attic open to rodents and critters. Even if it the source of the water was your roof, you have stated yourself that we made the necessary repairs and resolved the issue for you. This directional rain may be rare, but it does happen. Which is why you only experienced the leak once rather than multiple times over the course of the many rainstorms we have experienced. We strongly advise you to install soffit on your home, we feel it is your best bet to mitigate any further issues in this area and also it will keep ********************** from coming inside your attic and making it their home. 

  I've attached a photo showing your open soffit for you to take a look at, in case there is any confusion as to the area we are discussing.

  We are quite confused on our end what we can do better, it seems we solved any problems you may have been having with the roof and now you have filed a complaint for a resolved issue and we asked for your final balance to be paid, as any business would when they have outstanding accounts receivable. 

  Please let me know what else can be done to resolve this issue for you, as it seems things have been already resolved.

• Initial Complaint

  Date:06/15/2023

  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.

  4 weeks after my new roof was installed I noticed the flat roof was coming up and there were rolls in it. I called and they came out and said they applied heat to it but I was not home at the time. a few months later in October of 2022 just 5 months after the initial install the roof was coming up again. I called and someone came out for about 5 minutes and said it was a manufacture defect and someone from the manufacture would have to inspect it. After a month of no word called and no one would call me back. It was very frustrating to pay so much for a roof and have a company ignore your calls. Finally in February of 2023 someone from the manufacture inspected the roof and said it was a material defect. So 4 months after calling about the issue someone finally comes out. The Manufacture sent Red Truck a check in February of 2023 and I was told I by Red Truck I was going to be put on the schedule to have the roof repaired. It is now June 2023 and no one will return my communications from Red Truck Roofing. So 10 months of continual damage to my roof because I am not a priority to this company. They took my money and did not standby there work or product. Now they have taken the manufactures money and still refuses to fix the roof or even return multiple emails. This is the finally recourse I have roof fixed before turning to legal action. Honestly can you imagine a company that is okay letting your roof get continual damage and not make it a priority or a the best not wait 10 months and going and not even have the professionalism to return communications.

  

  Business Response

  Date: 07/13/2023

  *****, the manufacturer has still NOT issued us funds for the materials after months of promises and waiting. As you were told, the manufacture only agreed to cover the materials. These funds have not yet made it to us. This is something we have to come out of pocket to fix as we have to provide all of the labor and supplemental materials, supplemental costs, & overhead. It's incorrect to imply that this is something we are profiting off of or holding funds from, especially when you have absolutely no records to back it up, that is a very serious claim and we do not take something like that lightly. Legally speaking, that is a very serious accusation to bring forth towards a business, one we hope to see you retract immediately. We will follow up with the manufacturer, as we do regularly on your behalf, and see what it will take to get this handled for good. In the meantime, we will get someone out to make repairs to your porch roof free of charge. As you have been told, no permanent damage is occurring to your roof or your home as this is aluminum panel roof over your porch which is not over the dwelling of your home and not being subject to permanent water damage. The roof installation itself is sound and passed all inspections. Red Truck Roofing did nothing wrong as craftsmanship/installation quality is concerned. This is a material defect, we have no control over this. The reason we have not been in verbal communication with you, as you know, is because of the outbursts you had over the phone and in person at your home where you were belittling, using foul language, personally insulting, attacking, and abusing members of our staff. This is what our company had to endure from the very beginning your relationship with Red Truck Roofing, even before your roof was installed. You brought multiple female staff members to tears during a few of your outbursts, one specifically that triggered this type of response from us was when you were asking us to install shingles on a flat roof, which directly violates state building code, you took your anger out on our staff when you didn't get your way and we had to insulate our team from that type of behavior.  You cursed and screamed at members of our production staff during your roof installation as they were simply doing their job and helping install your new roof. We have an obligation to provide our employees with a safe space to work, as you were told multiple times before we finally made the decision to cut off verbal communication with you. We as a business will not subject our staff through that type of abuse again so we asked that all of your communications be made in writing directly with one of the owners. We have not heard from you in quite some time, but the manufacturer (which we again, have no control over) HAS been in contact with you and we have answered all of your emails and written communications with updates as you have sent them.

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20187782
  
  I am rejecting this response because:
  I spoke with the the manufacture warranty department and they sent a check for the material cost to Red Truck Roofing on March 31st and I verified again today that the funds were sent.  Additionally I have sent  emails to Red Truck Roofing on June 2nd and another one on June 13th that were never answered.  As far as the language I have used is a ******************** based on me being frustrated and tired of being lied to and lied about.  It was the sales associate that went up on my roof and measured the slope of the roof and wrote up a contract to have the roof shingled.  That was a mistake that cost me and to have them turn around and say I have no place to be upset.  Now they want me to believe they were not paid when the manufacture said they were and had a date to correspond to the check being sent to the Roofing Complany.  
  
   Sincerely,
  
  *********************

  

  Business Response

  Date: 07/20/2023

  None of this is accurate. This is absolutely incorrect, the manufacturer does not is*** checks for this. They give credits to our account to **************** from which we purchased the materials. I have called the manufacturer and asked for all logs of communication between you and them to verify this. They have have not is***d us any funds back on this warranty claim. No credit or check was is***d on March 31st. Your record of events are inaccurate. Also, our sales people do not write retail contracts for re-roofs on site, our production lead does this in the office and then is***s the contract to the sales person to deliver to you and all records of every contract that was sent to you are on file, none of which state anything that you are claiming. No contract was written stating we were shingling your flat roof. However, what is in our notes is that you had another roofer tell you that it could be shingled and that you demanded that we do the same. I've uploaded the flat roof contract you signed for reference. You cannot produce a document that states otherwise, because it does not exist. In fact, your insurance company paid for your shingle re-roof and you had to pay for the flat roof out of pocket. Your insurance carrier did not cover your flat roof and you were enraged with us (unrightfully so, as we have nothing to do with the homeowners insurance coverage you purchased) that you had to pay for the flat roof out of pocket and asked for discounts. This is where I believe the origin of your frustration lies, this is outside of our control. You chose your homeowners insurance coverage. The only retail contract signed by you and the only contract sent to you for any out of pocket roofing related cost clearly states that flat roofing material will be used. Your version of the events and what we have recording are very different, we make unbiased logs of each call and upload all documents sent to homeowners. We are a stand up company and do right by our customers. We explained to you the immense lead time we experienced after the hurricane and we do have you scheduled for ***********. We have been very reasonable and professional with you, and very communicative until one of your episodes where you threatened to *** us over something that was completely outside of our control. The last email correspondence we have from you was on Nov 17th, 2022. As far as your actions upon members of our company, it is absolutely false that you have not been abusive to our staff, in fact the salesperson you verbally assaulted asked to be removed from your file and even offered to forfeit all her commissions from the work on your job, commission based sales people don't just walk away from the money they need to support themselves, there had to have been a strong reason. She called our office in tears twice after you verbally attacked her and even tried to quit. You're recollection of these events is not accurate. You have been a extremely difficult client to please from the very beginning and we are truly unsure of how to please you, we do an excellent job with all of our other homeowners and we deliver on things that we can control, however the manufacturer defect on your roof was not something we could control. We are however, funding ************ in house and trying to complete the work as soon as possible. We have recently emailed you trying to schedule this and we have not yet heard back from you. We look forward to getting this accomplished for you, we hope to hear back from you soon. 

  

  Business Response

  Date: 07/28/2023

  I am writing to you that the complaint # ******** between Red Truck Roofing and Mr. ********************* has been resolved. The manufacturer defects on the roof have been repaired and the complaint should no longer be a concern.

  Customer Answer

  Date: 07/29/2023

   
  Complaint: 20187782
  
  I am rejecting this response because:
  No one should have to fight with a company for over a year to get their roof fixed.  I think its the companies responsibility to stand by their commitment to ensure their work regardless of weather they like their client.  I was in the process of filing a lawsuit and now I will have to cover my attorneys fees if I decide not to file after over a year of abuse from Red Truck Roofing.  Totally irresponsible I have zero faith any part of my warranty will be honored on my new roof.  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/02/2023

  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.

  In may of 2022 we hired red truck roofing to handle a storm damage claim for our roof due to storm damage in June this company came out to do a complete tear off and a instal a new roof. In July with light rains we had leaking worse than what it was prior to the storm took dated photos and videos, contacted the company via text message the company came back out and said they did NOT replace any of the existing flashing and were going to do a temporary repair with silicone until the owner could reach out with a solution owner turned around and denied repairing what shouldve been replaced then stated it was the stucco not the roof leaking and they dont have stucco guys (even though the stucco was never damaged prior to them doing t he tear off) September 28th we got hit by a cat 4 hurricane the winds lifted their shingles to expose even more truth not only was the flashing left on the roof ** red truck roofing bad but theres also places with no flashing at all and missing clips in the sheeting this was brought to our attention by our PA and his GC doing the inspection for the hurricane claim. So in the first week of October I text messaged the company again telling them the roof needed properly repaired that my mother has lung cancer and I needed to get my house put back together. Company came out in person admitted to their faults and promised to address them immediately 4 months later I finally hear back from the owner but not in the way I anticipated instead of offering to do what was promised he threatened to commit a felony and file a lien against my house for a job that was never properly completed and inspected by the owner and approved. I have all the pictures and text to back my complaint and at this time really dont even trust this company to not cut anymore corners or do anything to my roof without having to hire a outside party to over see their workmanship.

  

  Business Response

  Date: 04/12/2023

  Hello *******, 

   

  After continuous efforts to try to resolve this with you from every possible angle we will respond with our side of the story with our facts about this job backed up with photos, text messages, and contractual documents.

  We were contracted to replace your roof after you filed a storm damage claim. We came out and replaced the roof. We still have not been paid in full for the roof replacement and have now incurred the cost of coming out to your home to address your concerns dozens of times to try to resolve the issue with you. Some days when we arrive you are happy and agree with what we are saying, other days you are adamant that we are in the wrong and scream and yell. We never know which side of you we will get. We have come to terms with you multiple times and agreed that this issue has been resolved and then you continue to pull back any agreements we have made and we go back to square one where you call our employees names and curse at us. 

  During the roof replacement we notified you that you had a serious stucco issue on the portion of your roof with the dead valley. Typically this is an area of the roof that we are well versed on and would pose no challenge for our teams. We simply remove the existing roof, cut back any old flashing, and then replace the * flashing with new and install a counter flashing over top of the new * flashing and mechanically fasten it to the stucco and carry on with our rolled roofing system. In your situation, as you can see on the before and after photos of your stucco we have provided, first photo taken of your old roof on 3/29/22, long before any work started on the roof, your stucco had not been maintained and had been open to the elements for years, paint or a similar UV protectant is required for stucco and these need to be maintained. We notified you that your stucco was in poor condition and you acknowledged that you were aware and that you had leaking there in the past. We told you that this issue would need to be addressed before the install and that it was not contractually part of the re-roof process, as we are not stucco contractors and do not offer this service. 

  We told you that you needed to have a stucco contractor come back and redo the small area of stucco on this portion of the roof. You disagreed and told us that we broke your stucco and after seeing before and after photos, you stopped the accusations and told us you would look for a stucco repair person. Being that roof was wide open and we needed to get the job done for you before the rain came and destroyed your home, we carried on with the roof and offered you a temporary repair on your stucco via a silicone sealant. You agreed and let us apply the silicone and we we made it very clear to you that this was a temporary fix. We told you that once you had your stucco contractor come out to fix the area, we would reflash the roof and you would be good to go. Your stucco was in such poor condition, we were not able to fasten anything to it so we had to restore the existing aluminum flashing (that was still in good condition and will last for another ***** years) and renail it and seal the modified bitumen roofing system to it. The roof is flashing and sealed on the roof to wall area, all leaks in the area are coming from the large abscesses in your degraded stucco and running behind the flashing into your home. In absolutely no areas of the roof are there any pieces of flashing missing. The roof was installed as it should be, the workmanship is sound. All inspections passed with flying colors from the building department.

  We did not re-sheath your home, meaning we did not replace the entire plywood decking on your home. We were not contracted to do so, this is not a normal part of a re-roof. In fact, your roof had a fully sealed secondary water barrier (peel and stick underlayment on it) when we tore your previously installed roof off, we did not touch the plywood sheathing or decking outside of re-nailing the plywood to current ******* building codes, therefore we would have had no way to install plywood clips on the home as this is done when the home is built or when plywood is replaced. 

  Hurricane *** hit Southwest ******* and rather than calling us, your roofer, to come assess the damage on your home, you called a general contractor who was not licensed or versed in roofing to assess and repair damage on your home. Your home sustained ************************************************************ itself is a testament to our workmanship. However, this contractor and your Public Adjuster, who is also not a licensed roofer, decided to nail an oversized tarp over your entire home, fastened with hundreds of roofing nails that punctured the brand new, in tact, roofing system. After time, these nails began to let in water all over the home. This no longer was an issue coming from your stucco like before, this was all over your whole roof. This had absolutely nothing to do with us, our installation, or the materials on your roof. We never cut any corners, in fact we provided numerous free upgrades on your roof totaling out to thousands of dollars. 

  At this point, in October, you were still withholding a very large amount of money from us, and demanded that we replace the entire roof for you after the hurricane hit. You have thwarted any issues or resolution to collect funds owed to us. You have called us names, told us we are not a good roofing contractor because we dont do stucco work and told us that we dont know what we are doing and then in the very same breath asked us for a quote to replace your shingles with metal and offered to pay us for the the upgrade to metal with the funds that you have been withholding from us nor nearly a year. We have been to your home dozens of times to address concerns you have and been in contact with you constantly trying to resolve this with you but unfortunately we have to let the ******* legal system settle this as we have not been able to get you to honor any agreements you have made with us. In *******, you have to pay your contractors for work they complete, it is the law and unfortunately we now have to let them enforce that law as we have exhausted all efforts to do so in a professional and amicable way with you. 

  We are sorry we couldn't resolve this privately with you, we tried everything we could think of, this is absolutely the opposite of how we wanted this to go. We tolerated constant verbal abuse and have done everything we could to resolve this from offering you funds back to offering to hire and pay another contractor to work on your home, the only thing that you seem to want from us is to keep a large amount of money that is owed to us or an upgraded metal roof for free and unfortunately we are a family owned small business and that is just not an option for us.