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Complaint Details
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Initial Complaint
07/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I entered into agreement with Ridgeline Exteriors LLC on 9-21-21 and 9-22-21 to install on my home. The new roof was completed October 2021. I paid deposit of **** dollars on 9 21 21 and final payment when completed of **** dollars on 10-25-21.. New roof on. I asked for my warranty papers 10-25-21. I was told that i would receive warranty when my check cleared their bank. Did not receive warranty. Called two more times December 2021 and Feb 2022. No warranty. Both times i was told by Ridgeline they would send me my warranty. In July 2022 began to have defects with my roof. Called Ridgeline and they sent **** out to look at roof. He took pictures of roof defects from the ground did not go on roof. Said he could not make any decisions had to show pictures to owner ********************* of Ridgeline. He said that ************* would have to make any decisions about correcting the problems with my roof and he would get back to me soon. Did not get back to me. On March 31st 2023 i put complaint into BBB. ************* called me that evening about my roof and he stated if i did not take complaint out of BBB he would not come out to my house. I removed the complaint 15 minutes after our conversation. He said he would be at my house the coming week. Never showed up. On April 8th 2023 i called Ridgeline left message that during the coming week i would put the complaint back into the BBB and i would be contacting ***** Corning with my concerns. ************* called April 10th 2023 and said he would be at my house by Friday April 14th 2023. Did not show up. I gave up at this time to try and settle anything with *************. Called ***** Corning ****** **** Head quarters on 4- 17 2023 found i did not have any warranty. In order to receive prefered or platinum warranty Ridgeline had to register my roof within 60 days of completion. Never done. they did not register any warranty on my roof. ************* called **** ago his language was so bad i had to hang up on him. ***** he did not know he had toregister roof
Business response
07/25/2023
This is not 100% accurate at all. I will say this for sure I will fix anything that we did wrong. I stand behind my work always and if there was any miscommunications on our part all I can do is apologize. I spoke with ***** Corning today and they are going to let me do a ******************. I will be getting that registered as fast as I can. I will update BBB as soon as I get the warranty emailed.Initial Complaint
03/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had a new roof put on my home October 2021. Called last August defect in roof Rippling in new shingles. they came out last august took pictures said they would get back to me. have called left messages. no response. i now have a roof leak.Business response
03/31/2023
This is being handled.Customer response
03/31/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Customer response
04/18/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
10 21 21 entered into agreement with Ridgeline Exteriors for a new roof on my home. price ******* Paid in full 10 25 21. Problems with roof shingles lifting up and now have leak. Called Ridgeline July ************************************************************************** for repairs. they did not get back to me. On 3 31 23 i sent complaint to BBB # ********. The owner of Ridgeline called me that evening said he would not come to my home unless i removed the complaint from BBB. I removed the complaint same evening. He said he would come out week starting April 3rd. Never showed up never called . He made statement to BBB this was being handled. Not true nothing being done. I called ridgeline sat. 4 8 23 left message i would be putting this complaint back into BBB. 4 10 23 got call from ***** Ridgeline Monday. He assured me he would be here no later than today Friday 4 14 23. never showed up. I have a 10 year warranty with them. IF you need pictures and other documents i will have to send in mail . do not know to do on computer. This has been going on since last July. They say they will take care of this but still no action. I will not be threatened this time. this complaint will not be removed by me until these problems are resolved. *************************** Thank YouBusiness response
04/18/2023
I will be take care of this soon.Initial Complaint
12/28/2022
- Complaint Type:
- Order Issues
- Status:
- Unresolved
I contracted with Ridgeline Exteriors in April 2022. They indicated they can do 3 jobs for me: roof, siding, and dormer. They have a deposit of $8450. They got the job indicating they can complete prior to summer. Turned out they took the job not telling me they did not have the expertise or workers and were trying to sub contract the work. They were not responsive to multiple communication attempts and finally after many calls become contentious indicating they have a contract and would be happy to drag this out and not return my deposit.Customer response
01/08/2023
I have not heard from the business in response to my complaint.Business response
01/18/2023
We contacted customer multiple times about start dates and also did the first phase of the job witch was the roof section. We stated that we would be back in the fall to complete the second part. That is the dormer. We got behind and reached out to the homeowner to let him know. We couldnt make it back out to this project till after the holidays. The homeowner then decided he no longer wanted us to finish the job. He mentioned that he found someone else to do it. You cant cancel a job because you found someone else. We never said we would not get it done. We are stuck now with materials for this job and cant return all of it. They broke the contract not us. We are still willing to complete this job.Customer response
01/19/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
===========================================================
Hello,
The response from the Ridgeline Exteriors (**) owner is inaccurate and not based on facts. As provided to the BBB of the full email thread, ** failed to:
1) Respond to numerous emails and calls (over a dozen documented) requesting timeline status
2) ******* services based contract terms and agreed timelines the contract spells out the original subcontractor who was vetted and approved by the customer to do the job.
- Per contract ****: [**DACTED NAME] will frame the new dormer and do interior work such as Sheetrock, paint and trim work.
- Additionally, the ** Project Consultant at the time indicated:
[**DACTED NAME], the ********* said his timeline to start would be end of May/early June. The full project may take into July to complete for dormer interior work.
3) Follow through with refunding the deposit, as communicated by the Operations Manager:November 1, 2022 email:
Hi, [**DACTED NAME] Unfortunately, rain the past week and staffing has delayed our crew. As not to overcommit to a start date, the most realistic start time that we can give you is in 2-3 weeks. We will leave it up to you as to how you want to proceed. If you prefer a refund of $8400.00 (your 33% down on the siding repair and dormers), we can mail you incremental checks, as we will have to return all of your materials to our vendors to get credit. Best Regards, [**DACTED NAME] - Operations Manager Ridgeline Exteriors LLC ************December 6, 2022 email:
We will be refunding you the $8450.00 in increments beginning the week of 12/12/22. We will be mailing bank checks to you at: [**DACTED ADD**SS]. The first will be in the amount of $1500.00 Due to poor business conditions and the time it takes to work with our vendors on returns, we are unable to return the full amount at once. Subsequent payments may be larger, but will not be below $1500.00. We cannot guarantee a specific payment schedule at this time, however we will make a good-faith effort to refund your down payment in a reasonable amount of time.4) Disclose facts about claimed purchased materials. On December 2, the owner called me for the first time trying to preserve the job and said he cant give me the full refund as they purchased color matched siding and windows and still want to do the project. Whatever ** purchased, it was not for my house as my house does not require color matched vinyl siding as the house is sided with wooden clapboard. Further, no windows were approved by the customer. Reasonably, if ** truly purchased material, they could diffuse any concern by showing invoice statements tied to the job.
I have been cordial and patient with Ridgeline Exteriors,but the above outlines lack of communication, missed timelines, unapproved changes to labor, and falsely claimed material purchase(s) to justify keeping 100% of a substantial deposit. With wood rot that needed to be addressed, it wasnt until after the November 1 refund statement from the Operations Manager, which I accepted, that I had to seek other contractors. When the ** owner finally returned a call on December 2,he spewed expletives indicating he will drag this out and stated he doesnt have to give my deposit back. I cant see continuing with a company that back pedals on their word, all while indicating they want to do the job at their convenience nearly a year later. I just want my hard earned money back. In these economic times, it is unfathomable that a company would take advantage of a family.
I originally requested my deposit back due to my concerns in October 20, 2022. Ridgeline has had 3 months to return any materials if truly purchased and return my deposit either in full or in installments. I am still open to an amicable payment schedule, but sought legal support already and can take further actions.
Business response
09/21/2023
I will start sending payments out next monthCustomer response
11/16/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Please help reopen this complaint. *********** did not send any payments as they indicated they would on their last response.
Thanks,
****Business response
11/16/2023
I got a email saying that this was closed so I havent done anything yet. Where can I send a payment?Customer response
11/18/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
A payment of $8450 is past due to:
*******************
16 *********
******, ** 02465
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business response
11/19/2023
We can send payments but not sure on the amounts as of now.Customer response
11/20/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
BBB: Please keep this case open until the full deposit of $8450 is received.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business response
12/06/2023
Ill start paying this as soon as I can it has been extremely difficult. And I still reject the fact that I have to pay this back, considering I never turned down doing the workCustomer response
12/06/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[Awaiting refund per following original exchange:
On Wed, Nov 2, 2022, 2:45 PM ******************* <************************************> wrote:
Hi ****,
That's disappointing news. With the holidays and winter around the corner, it sounds like it's better to postpone this project.
My original deposit was $10,550, and I made an additional payment of $4,200. The roof work was $6,300. So the amount to be returned should be $8,450.
Please refund me either via check (sent to 16 ************************************* ** *****) or my original credit card payment.
Let me know if the schedule opens up in spring.
Thanks,
****
On Tue, Nov 1, 2022, 2:28 PM matt ridgelineyourhome.com <***************************************> wrote:
Hi, *******
Unfortunately, rain the past week and staffing has delayed our crew. As not to overcommit to a start date, the most realistic start time that we can give you is in 2-3 weeks.
We will leave it up to you as to how you want to proceed. If you prefer a refund of $8400.00 (your 33% down on the siding repair and dormers), we can mail you incremental checks, as we will have to return all of your materials to our vendors to get credit.
Best Regards,
*************************** - Operations Manager
Ridgeline Exteriors LLC
************
www.ridgelineyourhome.com
]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business response
02/05/2024
Im still not in position to get this back to customer. We are struggling and can probably get this back to him this spring and summer. I will have to do it over payments but thats the best I can offer as of now.Customer response
02/05/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[I understand that you feel your company is not at the financial security it should be. That does not make it fair for you to hold my deposit for nearly 2 years. My own financial interests are not great; but I continue to pay my bills and people I owe money to because I understand that everyone is hurting and need to pay their own bills.
If you have the integrity I'm confident you have and are genuine in returning my deposit let's start with $1000 this month and go from there to the full amount of $8450. To expedite payment, my venmo is @*******************-251.
If no payment this month, it can be understood that there has never been any intention to return my deposit.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business response
02/20/2024
I can have a payment in march via Venmo. Can you also text me as well? **********. Thank you!Customer response
02/20/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Venmo @*******************-251.
I've added the Venmo QR into the attachments.
Verification last 4 digits in telephone: 6891
Thank you. Will confirm receipt.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business response
02/29/2024
Ill be sending soon. Not sure on the day yet.Customer response
03/13/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Standing by; have not received payment. $8450 can be paid via Venmo to @*******************-251. Last four digits of phone 6891.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business response
04/04/2024
Like I said last time I can not pay all this back as fast as we both would like. I will send over a Venmo of $500 tonight. 4/4/24Customer response
04/09/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Confirmed receipt of $500 of $8450. Awaiting remaining balance. Please provide a schedule.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
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