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:01/08/2025

  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.

  May 2024, received quote from R&B Roofing to replace windows/skylights that are in my roofline. There are two matching windows, and one of them was starting to show softness in the wood frame of the window. Note the windows were not leaking at the time the replacement process began - I wanted them replaced before any leaking started. Also, only one of the window frames was starting to rot, the other was fine; but I wanted both replaced so that they would match. A different company gave me a quote for skylights. I was informed by the R&B sales rep that windows would work just as well as skylights since what was there before was windows. We proceeded. I was given a cost of $2896, and on June 5 2024 I signed the contract for the job and paid $1500 up front. Jul 15 2024, new windows installed; left incomplete and untarped and leaked when it rained. There was drywall damage. I was told it would be repaired at no cost to me. After the installation was complete, the windows still leaked, causing more drywall damage and even pooling and leaking through the attic floor into the bedroom closet below. Every time the windows leaked, I informed the company. Everyone (besides the first guys) who has looked at these windows says they are wrong for the job because they are designed for vertical use, not in a roofline. R&B has tried multiple solutions - everything besides removing the faulty windows and putting proper flush-mounted roof-windows in their place. Nov 11 2024, backpedaling about covering drywall, saying it is my responsibility but offering that I file an insurance claim and they cover the deductible. They refuse to provide me a copy of their insurance certificate. They have also offered to refund me and be done with it - but that leaves me with leaking windows (currently tarped) and damaged drywall, neither of which I had when this started. Note, I received an estimate from a reputable drywall company and they said the drywall repairs would be $2540.

  

  Business Response

  Date: 01/16/2025

  This was sold by a rogue employee ***** ********* He is no longer with the company and a police report has been filed. 

  Customer Answer

  Date: 01/16/2025

  
  Complaint: ********
  
  I am rejecting this response because: it is not a solution. It offers no action. It is not my fault they had a rogue employee. Furthermore, they knew this employee was shady and had given him a “warning” and yet were not keeping a close enough watch on his work to ensure he did not do it again. I’m sorry they made choices that left them holding this bag. But this is where we are. **** was their employee when he sold me their services. R and B needs to fix my windows. 
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 01/17/2025

  Thank you for your quick response. We are in the process of sue **** as well as other people he mislead and stole from. We have three options availible as we discused. We were are simply trying to help you out in a bad situations.  Here are thre three options.

  1) We can install a smaller skylight and you would have to adjust the size on the inside of the home.

  2) We can install new skylights at our cost for you.

  3) We can refund the monies you paid John. 

  Please let me know which one works for you.

   

  Customer Answer

  Date: 01/22/2025

  
  Complaint: ********
  
  I am rejecting this response because: there is no resolution mentioned regarding the drywall damage. 
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 01/22/2025

  I understand your concern, we aren't responsible for your interior damage, however, to help solve this issue, we will do the repair at our cost, no markup or profit.  You would only be responsible for the material and labor at cost.

  Customer Answer

  Date: 01/27/2025

  
  Complaint: ********
  
  I am rejecting this response because: this offer is unacceptable. 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:06/11/2024

  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.

  I signed a contract with R & B Roofing & Remodeling 3/22/24. It was to rebuild 2 exterior walls and install new windows on my enclosed front porch. Work finally started 6/3/24. The work was not correct. Workers told me they would make it pretty when they were done. I called *** ****** **** ******** ********* 6/6/24. The building commissioner came out before noon and put a stop work order on my house. R & B has still not responded to this. A salesman called me last night and said he was unaware there was a stop work order. The city as of 6/10/24 said they would give them 1 more day to respond. I still have heard from no one. The total cost of the project was for $11,200. I gave half up front to order the custom windows. I have construction material and garbage in my front yard. Clearly framing is incorrect and window installation is incorrect.

  

  Business Response

  Date: 07/01/2024

  We are in progress with this front porch project. We have received the proper permits from city of New Albany and are following code. We **** make the adjustments to ensure the project is installed correctly and **** involve the customer throughout the project. 
  *** *** ****** ********* noted there are only minor fixes to be performed to get the project up to code and continue.  We expect to finish and satisfy our customer. Thanks. 

  Customer Answer

  Date: 07/01/2024

  ********** ********  
  I am rejecting this response because I consulted with 2 companies who stated the porch needed to be completely demoed and rebuilt. The porch was to be rebuilt so it could be squared before the new windows were installed making it more energy efficient. Only 1 wall was rebuilt and it is completely not square. It was rebuilt the same way. The other wall was never rebuilt at all. The inspector was not addressing the issues with the exterior siding and around the windows. The installed windows are actually the incorrect size and have been installed with spray foam, which  already voided the warranty. None of the issues are being addressed. I am not willing to pay for a what was to be a rebuilt front porch with well fitting new windows and a door. R & B is only willing to band-aid what **** surely be a problem for me. There is not room for any trim around the new windows nor the door. I have retained legal counsel in this matter.

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

  

  Business Response

  Date: 07/02/2024

  I have removed **** from this project and have asked that ***** and **** from my office reach out to you. We have received the permits from the city.  All work **** be performed per code and the signed contract.  Please respond to ***** VM and texts. 

  Regards.  

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

  Customer Answer

  Date: 07/03/2024

  
  Complaint: ********
  
  I am rejecting this response because my understanding is the existing windows that R & B installed **** stay. The warranty is voided due to incorrect installation. They are not the correct size and therefore do not allow for proper installation. New windows would need to be measured and manufactured. The entire 2 walls would need to be removed and then built according to code. There are exterior issues from the awnings being removed and not repaired, and there is no mention of the the repairs to the siding surrounding the porch. I have retained legal counsel. I signed the contract in March with 50% down. I still have a front porch that can not be secured and have trouble getting my mail. I am not willing to accept just correcting things and going on as the entire project is wrong and not what I contracted for. I have consulted with two companies who also stated the two porch walls needed to be completely removed, correct size windows ordered, and the exterior issues repaired properly.  R & B I believe has been served by my attorney.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:08/10/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract in November of 2022 and paid by certified check in the amount of $15,000.00. As of August 2023, the work is still not complete. Several attempts of phone calls to the office have not been returned. The partial work that has been completed needs repaired. The workers who installed my siding destroyed the inside of my house. Damage to drywall was un-repairable and had to be completely redone at my expense. There is still siding that has not been installed leaving the house vulnerable to exposure. The workers had to redo the siding and insulation several times due to me inspecting their work and determining that the insulation I paid for was never replaced and they tried to cover up moldy insulation by installing new wood panels over the old. The contractors working at my house stole items out of my shed (I have video evidence of this). The owner of the company came to inspect the work and was seen on video describing what a poor job they had done. (I have video evidence of this). No attempt of resolution has been made by the company. The roof that was put on has nail pops that need to be fixed.

  

  Business Response

  Date: 08/20/2023

  After checking in on your issue. I found that the siding was special ordered. Twice, first time is was delivered but we were a little short on materials,  the additional that was ordered came in as the wrong materials.  However the correct materials have come in and it is my understanding that the issues has been corrected or will soon be corrected.  If you have any additional issues or questions contact be directly at *************

   

   

• Initial Complaint

  Date:09/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The work was performed on Friday, 09/09/2022. The contract was to wrap porch columns. A lengthy conversation with contractor on Friday morning indicated that the columns would be wrapped from edge to edge to minimize visibility of the seams and the base of the columns would be caulked and painted. Contractor worked only a short period of time and then snuck off with no notification to homeowner and no opportunity to review and approve their work. My ******* and I reviewed their work the following day and found it to be unacceptable. There were bulges in the wrapping, seams all over the columns versus just on the edge, and the base of columns had not been caulked/painted as originally planned. I have had several contractors review their work and have deemed it to be a train wreck. I tried to notify contractor of problem and all they did was the. There has been no effort on their part to correct their deficiencies. The cost of the job was $3,800 and I paid them 50%. i I have contacted contractor several times to resolve matter and there has been no return phonecall.

  

  Business Response

  Date: 09/15/2022

  This is not the sequence of events that occurred. 

   

  During the initial appointment, it was recommended that the columns be completely replaced due to how warped they were. The homeowner instead wanted to wrap the columns with metal. 

   

  The homeowner was told that we would try snd put the seams on the corners of the columns. When the day came to complete the work, the laborer called our production manager and said that due to the columns being warped, he could not put the seam on the corners as originally planned and had to put them in the center.  

  The production manager immediately called the homeowner and explained the situation over the phone and then had her step outside to speak to the laborer about the situation. During her interaction with our laborer, she cussed about how the builder of the columns screwed them up and didnt know what he was doing but she instructed our laborer to keep working. 

   When he finished, he knocked on the door but no one answered. 

   Several days later the homeowner called and pretended she had no knowledge of our conversation on installation day about how warped her columns were. She claimed she never spoke with the production manager on the phone, or spoke with the laborer. 

   This matter has been moved over to our legal department due to non-payment. A lien is set to be filed on Monday, 9/19/2022 per our contract.