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:11/30/2024

  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.

  River City was hired to provide a new roof & new flashing along the 2nd story wall at *** ******. (Install 5/23/24) Many installation mistakes & errors were made. 1) Omission of ice & water shield on the 2nd story wall in places 2) Lapping of the Tyvek WRB under the I&W & flashing on the 2nd story wall 3) Low exposed nails area wide 4) Overdriven & underdriven nails area wide 5) Improperly placed nails too close to joints or edges 6) Shingle exposures over 5-5/8" 7) Cut, torn, damaged shingles in places 8) Crooked nails, nails left sideways leading to shingle punctures in many places 9) Ridge vent/cap issues, sagging caps nailed over areas where the ridge vent previously was 10) Repairs made where the shingles were ripped out leaving behind torn pieces, & replacement shingles cut into odd shapes to fit into these spots. Some across the shingle joint allowing water access under the shingles. River City was also hired by us to replace the roof at *** ******. (Install 5/10/24) Many installation errors & mistakes were made there as well, similar to those at *** ******. We did detailed documentation of manufacturer's instructions, along with 300+ photographs all provided to River City. We went to the shingle manufacturer who suggested a third-party inspection, & we hired ******** Roofing to inspect both roofs. ******** issued a 52 page, 98 photo report on *** ****** and a 22 page, 38 photo report on *** ******. ******** determined the cost to repair both roofs exceeded the cost to replace them. We sought legal advice & retained a lawyer. We withheld payment other than deposits. We asked that the work be re-done, & the roofs replaced. The owner denied this & offered to repair. Given that his previous repairs were faulty & done with malintent, & ********'s determination of repair costs exceeding replacement costs, we offered 25% so that we might move on. We filed complaints with IDFPR 11/21/2024. The owner seeks full price with the roofs as is. Documentation upon request.

  Business Response

  Date: 12/03/2024

  This is the original response we had with the homeowner Mr. ******* (below).  He has now retained (attorney) counsel for lawsuit, so I am not clear why he sent this to the BBB. 

  This was our attempt to make repairs, but he was demanding full replacement when it was not necessary. As this letter states, we are requesting access to make these necessary repairs. Then this would allow him to have 3rd party inspections and dispute payment.

  Find my documentation below from July 19, 2024:

  Mr. and Mrs. *******,
  I am reaching out in response to your letter to **** **** stating that you would contact us after 7/15/24, as well as the phone conversation I just had with Mr. ****** *******.
  
  I seen your letter that you said you would contact us on or about July 15th, giving us a time that you will be able to be there so we can make the agreed repairs. Per our phone conversation, you stated that you were waiting for other roofing contractors to perform their inspections for you, before you will allow us to ultimately complete the job that you signed a contract for. I tried my best to explain to you. Their inspection should not involve tearing up the roofing system, and therefore their inspection would not be any different before or after we make the deemed needed repairs.
  I explain this is equivalent to having a project done walking through for the punchlist, and then not allowing the punchlist to happen all the while, holding our money, and not allowing us access to complete the job. As I stated in the previous email, your novice inspection of a completed roof has caused more damage to areas of the completed project, and that is why I tried to act quickly once I saw for myself the concerns and making the needed repairs so you or anyone else you have spending hours walking and praying on a complete a roof, do not create more damages.
  
  With that said, as I told you on the phone, I cannot continue to wait for an inspection from other contractors or any third-party when I have offered to make repairs and you are still refusing access to your property. So before I send this to an attorney to write up a demand letter and ultimately cost one of us attorneys fees, I am requesting you to give me a date in the next few days that we can come and make the repairs we’ve deemed necessary. At that point when we tell you the job is completed, you will still have the option to refuse to pay, have third-party inspections, or anything else you are attempting to use to solidify your position. There is zero risk to you if we make repairs to a roof that you say already needs replaced anyhow!
  
  Please reply today with the date and time you are available (in the next 3-5 business days) so that we can have our guys access both of the roofs that we have signed contracts on, and make these repairs.
  
  Because of the time that has already lapsed, and some of the comments you made on our phone conversation, I will send this to my attorney next Monday to file our claims, if I do not have a time set from you .
  Again, I hope to resolve this without any legal matters, but I need access, and without confrontation while working.
  
  Thank you,
  *** ********

  Customer Answer

  Date: 12/06/2024

  I am attaching links to the full ******** Roofing reports after their inspections of River City Roofing's completed roofing projects on *** and *** ** ****** ***. I am also attaching links to the other photo documentation taken of these projects.  

  ********************************************************************************** ********************************************************************************** ************************************************************************************** ******************************************* ******************************************

  Customer Answer

  Date: 12/07/2024

   I am rejecting this response because:
  We were invoiced and billed full price for completed roofing projects on 5/31/24 for *** ****** (invoice date 5/30/24) and 6/24/24 for *** ****** (invoice date 6/18/24) by River City Roofing (RCR). At ***, RCR provided two different inspections, on 5/23/24 after installation and on 6/7/24, both of which failed to expose the extent of the issues on the house. RCR provided three different failed repair attempts at correcting a portion of the issues involved, one of which was during the installation and one immediately after the install inspection. The third occurred on 6/11/24. After our own inspections of the roofs at both properties, and realizing the widespread installation errors that occurred, we sought and retained legal counsel on 6/20/24. We were advised to withhold payment, not allow RCR back on the roofs, and seek 3rd party inspections of both roofs. We hired ******** Roofing, who has been in business since 1921, to inspect and issue reports. In those reports, they've concluded the cost to repair exceeds the cost of replacement, making replacement the practical solution. Our offer to RCR of 25% was an attempt to move on quickly and keep this matter out of the court system. The RCR roofs have leak potential, hastening our need begin the process of replacing the roofs all over again. RCR has since responded with the intent to sue for full contract price. This was a ***** **** hail damage claim from March and April of 2023. Links below to inspection reports and photo documentation.

  ************************************************************************************* ************************************************************************************* ******************************************* ******************************************* ****************************************** *******************************************

  
  

  Business Response

  Date: 12/20/2024

  We are waiting on ******* attorney to respond and persuade his client to allow us to come make the repairs he's requested - if needed.

   

  Customer Answer

  Date: 12/27/2024

   I am rejecting this response because:
  
  No repairs have been requested by us since June 11, 2024, the last time River City made an attempt at repair resulting in further damage to the roof and possibly the house (see attached photo of shingles after repair). Third-party inspections have revealed the cost to repair the numerous and widespread issues with both homes exceed the cost of replacement of the roofs. We are waiting on a response to our 25% offer of total contract price and release.

  Business Response

  Date: 02/05/2025

  As previously stated, Mr. ******* has escalated this matter to ***** and taken legal action. He has denied us access to the property, and we believe he may have damaged the roof while "inspecting" it with a putty knife, potentially causing leaks. We will now be addressing this issue through legal channels. Our legal counsel has sent information to his current attorney, and we are awaiting a response. We have no other options but to allow the attorneys to try to resolve this dispute.

  Customer Answer

  Date: 02/09/2025

   I am rejecting this response because:
  
   Part of the mission of the ******** ********** ** ********* *** ************ ********** is to protect residents of Illinois and ensure that competent professionals are licensed to provide services to the public. They are there for, but not limited to, Illinois consumers in situations such as ours. Information can be found on their website at ******************.                                                                                                                                                                                                                Access to the properties was, at first, postponed, in order for the homeowners, as well as third party roofing contractors, to completely assess the extent of the faulty workmanship of the completed projects. Access was denied following this, due to the discovery of faulty repairs made at *** ** ****** ***. on 6/11/24, before the postponement, by the same employee in charge of the installation on 5/23/24. These "repairs" will allow water intrusion under the shingles, as photographed and documented in third party inspection reports.                                                                                                                                                                                        Personal inspections by the homeowner were done in mornings and late evenings in June when shingles were warm and pliable. Shingles were lifted no more than 1/2 to 3/4 of an inch for pictures. Putty knifes are commonly used to break shingle seals, and in this case, was rare due to the hump in the shingle from crooked, bent over, and under driven nails preventing proper shingle seal. Putty knives are also mentioned for use by CertainTeed for shingle repair and replacement in their applicator's manual.

• Initial Complaint

  Date:12/29/2023

  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 had hail damage in March 2023, and our insurance company approved our claim on May 16, 2023. -Date of transaction: June 14, 2023 -Amount of money paid to business: $5,000 cashier check. -What the business committed to provide: new roof, new gutters and gutter guards, downspouts, seal around the chimney on the roof so the water would run into the gutters; new garage doors and door tracks, and a new garage door motor. -What the nature of the dispute is: Water running over the gutters, and we talked to the company about going to a 6" gutter with 4" x 3" downspouts and we agreed to pay the difference between the 5" to a 6" gutter and they never gave us an answer. The garage door rubs against the railing that holds it up and we can't get them to come back and adjust the rails that holds the door up. -Whether or not the business has tried to resolve the problem: No. -Invoice number: 3027-2 We went over each job with the workers before they did any work, and each time the answer was no problem we can fix it, but on September 5th there was a disagreement on the work that had been done to the water gutters and they cut off all contact with us, but we continued to try to contact them with no response, until November 23, 2023 when they sent us a bill stating we were satisfied with the work and now they want their money. The owner said there are some problems, but you pay the balance of your bill and then we will look at the problems. Our insurance company stated we must make sure the job is completed to our satisfaction before all money is paid. We called and asked the company over and over to send us copies of the supplemental reports they had sent to our insurance company, but we never received them. But when the owner came to our house the first of September, I shared with him we never received those reports, and he stated we always send the reports to our clients, and I told him we never got them and that's when he got on his I-phone and emailed the reports to us after all the work had been done with the exception of the gutters and garage door rail.

  Customer Answer

  Date: 01/04/2024

  River City has not responded to our September 5, 2023 complaint letter and that included the gutters, and adjustment of the garage door.  However, *** ******** stated December 29, 2023 that he would get back to us to talk about the upgrading on the gutters and downspouts later that day, but he has not.

  September 5, 2023
  River City Roofing Company
  
  When ***** **** stated what they were going to pay for the damage to the house, **** came out we went over what ***** **** sent.
  **** stated that there were things we could upgrade and just pay the difference than what ***** **** was paying.
  We did that and agreed to pay the difference in price.
  Before any work was done ****, my wife and I went over everything and we agreed to pay the difference in the price.
  Before any work was done we talked to the person who was in charge of the group and they always said no problem we can do this.
  When it came to the gutters before any work was done that person my wife and I went to the back of the house and showed the person that the gutters were lower than the roof he said I can fix that it won’t be a problem.
  This was the time for the gutter person to say I can do this by putting in larger gutters but it would cost you $200.  This is going to cost $500 but the one you need will cost $700 and the $200 you will have to pay.
  As we stated with **** we had agreed to do that and if the gutter person had did that we would not be having this conversation.
  ****** *** ***** ******* **** ** ****** ***** ******* ** *****

   

  Customer Answer

  Date: 01/09/2024

  As of today's date, January 9, 2024, we have not received responses to the four attachments that were mailed to River City Roofing since September 2023.

  Business Response

  Date: 01/23/2024

  River City Roofing offered these solutions to the customer in November 2023:
  1. River City Roofing sent a garage door company out to inspect the garage door operation.  The consumers reported to the garage door company the issue is fine and intermittently has a cap and doesn't seal. When the subcontractor is there, the issue could not be duplicated. 
  2. The customer's gutters were 5 inch gutters when the work was done. The consumer believed the back gutter was leaking. The owner of River City Roofing went and inspected the gutter during the rain and found the erosion to be related to the dirt around the home not being compacted and nothing was running over the gutter.  However, the River City sent All About Gutters to the customers home to replace the back gutter with another 5 inch gutter.  The customer then requested a quote for a 6 in gutter.  A quote was provided for replacing all the gutters with 6 inch, and is currently waiting approval from homeowner. 
  3. The top of the furnace pipe is rusted.  River City offered to wrap the existing pipe with a temporary patch but recommended the pipe be replaced by an HVAC professional. This work was not related to the original contract. “

  Customer Answer

  Date: 01/25/2024

  We have attached the email dated November 22, 2023, that we received from *** ******** owner of River City Roofing, a photo of garage door rubbing against the rail, and what River City Roofing would do and hasn't been done.  We believe after he receive his money he is not going to do the repairs on the new items he put on the house.

  Customer Answer

  Date: 01/26/2024

  I am rejecting this response because: we the customers sent a letter dated September 5, 202, to the company complaining about problems we have with some of the work the company did and we also cc it to BBB, and the company and BBB have not responded to that letter on our complaints.  We put it in writing to BBB after the company stopped talking to us. we then contacted a lawyer and the lawyer called the company and then the lawyer sent the company an email to send our lawyer a written statement on what the company was going to do or not going to do on the work on the customer's home.  The lawyer or customer received no response from the company as we send this response to the company and BBB this January 2024.  After that, we called the Mayor's office, our state representative, our councilwoman and two other lawyers and had consultation and they all stated we need to do is to send all the information to BBB.

  After talking to our lawyer, the lawyer stated "I do not have the expertise in roofing, gutters, and garage doors. 

  We the customers got two gutter companies and garage door company to come out. 

  The first gutter company says I do not need to get on your house to see the problems with the gutters, the gutter is lower in the center of the house and the water cannot go left or right and the rainwater runs over the gutters. 

  The second gutter company came out got a ladder to climb up onto the house the first thing seen was the gutter guard screen holes were too small and water building up and running over the top of the gutters and say to take the screens off would help and saw nothing wrong with the dirt on the ground.

  The garage door company say with the door rubbing on the rail is putting tension on the cable and in time it will break the cable.

  We the customers say to the company owner if we need to go to 6-inch gutter we would pay the difference between the 5-inch and 6-inch gutter, and the company owner say I would make the 5-inch gutter work, but he did not.  In January 2024, the company owner sent the customer a statement say he would replace the gutter with a 6-inch gutter for $5,600.  Our lawyer say that was too high of a price since we already paid for the 5-inch.  

  The customer then contacted two gutter companies and got two quotes, one for $2,300 and second $2,500 to install 6-inch gutter with 4"x3" downspouts.

  All that the customer say to BBB we have in writing so we don't understand why we can't get some help on this matter.

  As far as the vent pipe on the roof, it was the company owner say to the customer that there are holes in the vent pipe and the company owner would rewrap and paint the vent pipe.

  The company owner say there are other problems and that the company would fix them after the customer pay the bill. The customer had put $5,000 deposit down and would pay $15,000 on the bill and to pay the remaining balance when the work is completed.  The customer stated the company did not repair anything but installed all new product.

  
  

  Business Response

  Date: 04/09/2024

  It is and always has been River City Roofing's policy to have a job completed and paid in full entirely prior to issuing any warranty. This project is no different. Once the job is closed out and paid in full, River City will issue the warranty. Also, we have reached out to the ******** via email, because we would prefer all communication to be recorded due to the circumstances and have heard nothing back in regard to setting up a time. The email was sent on April 1st with no response back. 

  Customer Answer

  Date: 04/12/2024

  We spoke with our ***** **** Insurance Agent **** ***** about River City Roofing Company's Golden Pledge Warranty.  Our agent stated our ***** **** Insurance homeowner's insurance policy covers our entire home and that includes our roof, and no additional coverage is needed.  We had the same coverage when we had the hail damage to our house in 2023. 
  
  Therefore, we do not need the Golden Pledge warranty, so say our ***** **** Insurance agent, and want the $500 deducted from our bill with River City Roofing Company.  
  
  Our current balance is $816.23.  Our agent stated we do not need the added warranty. 
  
  Would you please let River City Roofing know that our ***** **** Insurance Agent stated we do not need that Golden Pledge warranty and to deduct the $500-homeowner's responsibility from the invoice (see attachment)? 
  
  If River City Roofing agrees to this, we need a copy to come through your office to us and we will make cashier check payable to River City Roofing in the amount of $316.23, and for us to receive a statement from River City Roofing that our bill is paid in full.
  
  We will email you a copy of the cashier check in the amount of $316.23.  
  
  We had to have the garage door redone and spent over $2,000 out of our pocket to have the gutters redone that we had already paid for in the contract.  We want the $500 Golden Pledge warranty taken off our bill, and still have to fix the vent pipe that Tim Garrison stated in writing he would take care of and now he states somebody else has to take care of it.
  
  Thank you for your quick response.
  
  
  Respectfully,
  
  ****** *** ***** ******* * ***** ********
  

  Customer Answer

  Date: 05/06/2024

  Better Business Bureau, we have not gotten a response from you on our last statement we emailed on April 12, 2024, about our ***** **** Insurance agent stated we do not need added insurance/warranty on our roof and for River City Roofing to deduct the $500-Golden Pledge warranty from our bill.  We are still waiting for an answer.

  Better Business Bureau, we sent you an email from *** ******** of River City Roofing that they put in writing in their contract to leave $1,000 on the bill and River City Roofing would come out and take care of some things that needed to be done and take care of the vent pipe on the roof, and now River City Roofing is stating pay the whole bill before they do anything.  We do not understand *** ******** of River City Roofing to put in writing that is coming through your office stating they are not going to do what they put in writing by leaving $1,000 on the bill.

  We also sent you a contract from a gutter company that stated the gutters need to be redone and they would redo them but could not guarantee the work because of how poorly they had been installed by River City Roofing's subcontractors and still waiting for an answer from BBB.  We have spent over $2,000 more than what River City Roofing contract has charged us for the entire job. 

  BBB, if we can't get help from BBB to what *** ******** stated what he would do in writing, who can we turn to for help?
  

• Initial Complaint

  Date:06/28/2023

  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.

  My husband and I hired River City Roofing to replace a full roof, gutters, down spouts, siding and window facing from damage from a hail storm on last day if March 2023. We gave them a check for $15,000 was told work would start in 2 weeks. It is now June 28, 2023 and only the roof has been completed. The customer service with this company has been awful. We were told they were coming for roof replacement on next morning at 7 am. Shingles were delivered but no workers showed up. We were never called to let us know what was going on. We as the customers had to make repeated calls to figure out if anyone was showing up. Finally at 1 pm another work crew arrived and replaced our roof. We are still to this day are waiting for the completion of the job. Siding was dropped off in our yard but job is not done. We were told that were coming on Sunday June 25, 2023 needless to say no workers showed up and no explanation with a courtesy call from the company to explain why. I would never recommend this company for any type if work. Greatly disappointed with finishing the job they were hired to do in a timely matter and they really need to polish up with customer service. Keeping in contact with the customer to let them know when the work will be done in a timely matter. They had no problem cashing our check but seem to have a problem completing a job.

  Customer Answer

  Date: 07/11/2023

  Consumer reports a phone call from River City Roofing the morning after filing her complaint. The business apologized and wanted to make things right with the consumer. Promised to show up the next morning--with coffee! They showed up the next morning (with coffee) and also took it upon themselves to procure a generator so they could work, as the consumer had been without power for 20+ hours. The business finished the siding, downspouts, and gutters. The consumer is currently just waiting for the repair of a screen and her bill and will be completely satisfied with the response from River City Roofing. 

  --7/11/23 ****