ComplaintsforRugh's Remodeling, LLC

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ruth’s Remodeling replaced our existing roof with a new roof and we have had spillover issues that we never had before and other houses in our neighborhood, identical to ours, also never experienced. The owner, Eric R***, came out and did a tweak or two but mostly blamed the gutters. After a few hard rains it is clear their work isn’t correcting the problem and when I phoned in and sent videos showing the spillover, Rugh’s again told us that it is a “shedding effect from new roofs” and we need to check with a gutter company and it wasn’t their responsibility. After checking with a gutter company who assured us our gutters are fine, we called ******’* roofing company to seek their opinion. Sure enough, their supervisor identified the improper installation of the gutters as the problem. The way they were reinstalled creates a “ramp” so that the water doesn’t have a chance to go into the gutters properly. It was Rugh’s who reinstalled the gutters and ******’* roofing said of course they are responsible and need to make it right. Their exact words were “boy Rugh’s really ******* you here.” Their words, not mine. A+ gutters said “well you’ll just have to see if Rugh’s has integrity because they are responsible for this.” I’ve been down the rabbit hole with Rugh’s with absolutely terrible customer service and zero accountability. I’ve given them ample time to rectify the problem. They sent 3 different people all doing little tweaks in the appearance of “trying to help.” None of their tweaks were coordinated or effective or communicated back to Eric. At one point Eric said one problem could be a down spout that one of his own employees installed!! He said he would peel back the shingles if he had to and I never saw him again. They don’t care about the problem, making the problem right, or the customer at all. They try to get away with what they can and say it isn’t their problem. ******’* will have this fixed in no time, why won’t the company who is holding me hostage??

  

  Business response

  04/30/2024

  After many attempts to please this home owner, sending multiple crews out to check the problem, it has been determined that this is not a roofing issue.  It is a gutter issue and since we did not do the gutter work on this property, we assume no responsibility for gutters that fail to address the water shed from his roof.  

  Customer response

  05/01/2024

  I am rejecting this response because: Your company is the only one who has deemed this to be a gutter issue. The fact that you sent multiple people out, multiple times, with no clue what they were doing was a waste of your time and mine. Not a justification for shirking responsibility and accountability. Multiple other businesses have come out ONE time and they refute your nonsense.
  
  Regards,
  
  ***** *******

  

  Business response

  05/20/2024

  As i've already stated, MULTIPLE trips to this homeowner's residence to address his concerns and appease him.  This is not our problem and I feel no matter what we do, it will not be right or enough.

  Customer response

  05/22/2024

  First of all, the “multiple trips” accomplished zero and were a complete waste of time and only made things worse, not better. We are still experiencing run off that we never have in the past. Now that we have other companies involved it does appear we are making progress and Rugh’s seems willing to communicate and help make it right. We are doing the recommendations Rugh’s stated with a gutter company as other roofing companies wouldn’t work on our roof as it is under warranty. If the gutter company can fix the problem, then that will be the end. If they can’t, and deem it is something to do with installation issues from when the roof and gutters were reinstalled, Rugh’s said they would help at that time. The gutters are scheduled to be installed on May 12. At that time we will know if Rugh’s help is needed anymore. They certainly didn’t install the current guards properly as they are visibly not flat and ramped down. But rather than have to try to go down a rabbit hole and spend wayyyy too much time to have them install them properly with no guarantee it will work, we are spending the $7,000 to replace them completely just so we can move on and finally eliminate any reason why Rugh’s can’t honor their warranty. They did say that they would honor the warranty if there is a problem so there is hope. Cheap words in my experience but at least there is some hope of making this right.

  
  Regards,
  
  ***** *******

• Initial Complaint

  03/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The company was hired to replace our roof and completed the work in March of 2023. Payment was made through our insurance company, ***** ****. We were told that the warranty should arrive 7-10 days after payment was made. My wife and I have both reached out to our operations manager, named ****, for the warranty several times in the last year and were told "I will need to check with the office manager" and other things but as of today, we have not received the warranty for our new roof.

  

  Business response

  04/18/2024

  Mr. ********,

  ****** has experienced a change in staffing and unfortunately I see you fell thru the cracks. Please know that I have been working diligently to resolve this issue and I now have your warranty printed and ready to mail out to you. We here at ****** Remodeling and Restoration understand your frustration and appreciate your patience throughout this process.  Putting it in the mail today.

  Thank you
  *****

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company approached me stating that they could provide me with a free roof based on damage that they assessed was due to weather. They were not able to do this, and were tremendously poor in communicating through the process, but that is not the nature of my complaint. They asked if they could remove shingles & I asked them not to, then on the day they came to formally assess they removed shingles & I asked them to leave them with me, which again they did not. Then after the roof failed to be repaired by my insurance company, they *****d that they would replace my taken shingles with new shingles, & set a time to come over & do this, but they again did not do this, & did not notify me that they would not be showing. I then texted them again to ask if this would be done & received no response. Thusfar the only "service" they have provided me is taking shingles off my roof which I asked them not to.

  

  Business response

  11/19/2021

  I was not aware of this until now and I sincerely apologize for any inconvenience that you have experienced so far. I have looked into the situation and now understand what happened. The project managers did work diligently with  the insurance for  full roof replacement for months but was not able to get approval. They were not able to leave the shingle samples that were removed from the roof as they had to be sent to Itel Labs for evaluation per ***** ***** request and because a like match was found they refused to pay for anything more than a repair to the roof. The manner in which this has been handled is unacceptable and I would like to send someone to make the necessary repair to the roof. 

  Thank you 

  Rhonda P*******

*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. ↩