ComplaintsforRyman Construction, Inc.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 27, 2022, I entered into agreement with Ryman Roofing for a roof install as I intentioned to sell my home. ** the salesman, said install would be in 2-3 weeks. I gave them a deposit of $3,000. My home went on the market 8/15. At that time, I called Ryman and asked if install could be moved up due to house on the market and was told it was tentatively scheduled for week of 9/12 and could not be changed. On 8/20 my home went under contract with closing date of 9/20. On 8/24 my realtor called Ryman about the install date, received an adamant no but was told the deposit could be returned with a deduction of permits. I proceeded with another installer who had quoted my job and could install on 8/29. Meanwhile on 8/25, ****** from Ryman calls and said ***** (mgr) had moved things around and they could now install on 8/26. At no time prior to this did anyone from Ryman contact me to indicate that this was being arranged or was even possible. I turned them down as I had lost trust in them and had already committed to the new vendor. When I asked ***** when I could pick up my deposit, he said he would have to make time and expense deductions, but he would be fair. Now to my complaint - he felt $1,000 was a fair amount to deduct for his time and expenses. He had my deposit for 4 weeks in his bank but charges me for his expenses. I am a 70-year-old female veteran on SS. I do not think this is fair or reasonable. I feel I am being taken advantage of from a business that could not meet its customers needs in a timely manner. I understand permit costs at a couple hundred but not $1,000. I would like an adjustment in billing

  Business response

  09/13/2022

  ************,

   

  Upon contract execution, our Team begins material orders, paperwork, the permitting process and provides the customer with an install date. Initially, this date was accepted by yourself.  It was not until you had a request to move your closing up by a third party (which was not obligatory) that it became an issue.  While this is understandable and every attempt was made to have that happen - with an eventual resolve to fit the closing schedule - we cannot delay other Customers based on the desire of one to have their project moved up in line.  Each person that comes to our Company has the same issue:  They need their roof repaired.  It is very uncommon for this to be disastrous in nature and truly in need of a schedule change and a third party agreement to change a closing date certainly doesn't fall into that category.  In fairness to all Customers, we schedule jobs in the order they are contracted. 
  
  Upon cancellation, you were refunded $2,000.00 out of a $3,000.00 deposit.  I think it is worth noting that per your contract Ryman Roofing is entitled to "A 20% Restocking Fee will be charged on all cancelled signed contracts.".  In good faith, Ryman Roofing elected to retain $1,000 for materials and time invested versus $1,457.80 or 20% that would have  been contractually allowed.  Please understand that once materials are ordered, they are often ineligible for refund or a restocking fee is applied when returns are available on our end.  In addition, our Team has time in each project before it even begins.  Your salesperson spends several hours with you, completing paperwork and preparing orders.  Our Office Manager must spend time on permitting and we must pay the associated permitting fees.  In the event of cancellation, more time must be spent to cancel your permit and an additional fee is charged.  Our Bookkeeper must invoice your project and enter it into our accounting system.  In short, you were only charged for what Ryman Roofing had spent thus far on your project. 
  
  If you have a resolve that does not cause loss to Ryman Roofing, we would be happy to hear that.  However, by only charging what has been spent on your project to date I cannot see a resolve that is more fair.  I cannot find it acceptable that Ryman Roofing should lose money or come out of pocket to accommodate your cancellation. We truly do not want you to feel taken advantage of and feel we have provided you with a more than fair solution, going above and beyond what was required. 
  
  Thank you,

   

  ***** Ryman
  *************
  

  Customer response

  09/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I accept it because it's a waste of time. I never would have canceled this job if your office had not told my realtor and myself that I would receive a refund minus permit costs. Never restocking fees, salesman time, etc. Your office people need not to lie.
  
  Sincerely,
  
  *******************

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