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:11/05/2024

  Type:Billing 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.

  On July 8, 2024 Reliable Roofing & Restoration replaced my roof with an agreement to also repair a gap between the gutter and house on one corner of the house. The gap was not fixed and two other corners of the house had siding caps removed & not replaced, leaving wood exposed. I notified Reliable the next day & they came out to inspect, during the inspection they also pointed out that the roofers had snipped the drip edging approximately every 1.5 feet to make it fit instead of installing it properly. I verified with the insurance company and they said that was not acceptable, that it would cause water in the gutter to flow behind the siding. Reliable agreed to fix the issues. On July 18th I contacted Reliable asking if they were going to fix the issues. They responded on July 20th that they would be out to fix the issues on July 24, no one showed up to do the repairs. Reliable contacted me August 23 by text that they were stopping by that day and did not show up. I contacted my insurance company about the unfinished work and the no shows, they recommended that I hire someone else to finish the job and pay them out of the insurance money still owed for the roof. On Sept 17th a different company repaired the corners, replaced the drip edge that had been cut, and replaced gutters that were damaged by the roofers. Oct 18th Reliable asked to stop by, they showed up, I told them I hired someone else to finish the job & I payed Reliable what money left from the insurance payment. 6/21 payment to Reliable $1000 from me & turned over INS pay $4641.75 to Reliable 9/18 payment to ************ **** *********** $1200, siding corners, drip edge, gutters 10/18 final payment to Reliable $1215.45 11/4 phone message from Reliable requesting more money, unknown amount

  

  Business Response

  Date: 11/26/2024

  Thank you for bringing this matter to our attention. Reliable Roofing & Restoration takes customer satisfaction seriously, and we are committed to resolving any concerns.

  Timeline of Events: On July 8, 2024, we completed the roof replacement and inspected additional concerns reported by the customer, including the gap between the gutter and house. Upon inspection, we acknowledged minor issues, including snipped drip edge, and committed to addressing them.

  Between July 18 and August 23, we made multiple attempts to schedule and complete the repairs. Despite scheduling visits, unforeseen circumstances led to delays, which we communicated to the customer. On October 18, 2024, we visited the property to resolve the remaining issues but were informed the customer had hired another contractor without prior notice. Contract and Payments: Our contract stipulates that customers may retain 5% of the total payment for punch list items until they are resolved. Despite our willingness to address the issues, the customer withheld $3,905.11, significantly exceeding the agreed retention amount.

  We respectfully disagree with the customer’s claim of non-responsiveness. We have records of all communications, which can be provided for review. Additionally, the customer’s decision to hire another contractor voided our opportunity to correct the concerns under warranty.

  We regret the customer's dissatisfaction and are committed to resolving the matter. I would love to have a conversation with Laura and come to an agreement that is fair to both parties. 

  Customer Answer

  Date: 12/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ******
  
  
  
  Consumer faxed over documentation to the BBB, please see the attached