Complaints

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Tree fell on roof and they were to repair and its not up to code. They told me for 2 years now i was first on the list to repair and verbally told would cost me nothing. They never contacted me again or showed up. This is River City Roofing out of **************.

  Business response

  08/18/2024

  We are in receipt of the complaint for the consumer referenced and welcome the opportunity to respond. Please be advised that we are working directly with the customer to address their concerns.

  Customer response

  08/26/2024

  The company did come out and redo the project and at this time waiting for the inspector to come and verify that it is now up to code.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We decided to go with this company who worked with our insurance after hail damage to reroof our house. They quoted ****** which is triple what local roofing companies charge but we said yes because insurance was covering it. After they were done, we had multiple issues: exhaust vent not properly hooked back up, unsealed new vents, crooked drip line, garbage and debris left all over our property, a bedroom roof LEAK which damaged the drywall, insulation and ceiling wallpaper. It has been SEVEN months and they have finally managed to fix the roofing issues after horrible communication, no shows, relying on my husband (the homeowner) to call plumbers or fix things himself due to the head guy constantly being out of town. We were told mulitiple times that we could fix the interior bedroom leak damages ourselves and our bid would come off of our final invoice. They are now arguing with us that the bid is too much and saying their insurance could do it for cheaper. Only at the very end when we submitted our bid are they now requesting more pictures, comparison bids, receipts. It just never ends. We do not want to deal with this company anymore. They are not trustworthy, they are going back on their word. We have already paid them the full amount minus *****. The damages they caused when our roof leaked will cost more in labor and materials than what we owe them. My husband had to crawl in the attic in the middle of the night and find and stop the leak. They told us they were a local company, but the entire crew was non english speaking Mexicans, except for the supervisor who was absent during the labor process. We feel lied to and taken advantage of and are left with the destruction of a poorly constructed roof that caused more damage on our house. We do not want them doing any interior repairs because we don't trust them anymore! We have pictures of proof of bad work and the damage from the leak. We cannot believe they are still seeking money from us. Please help.

  Customer response

  03/13/2024

  We are unsure if this company will continue to bill us for the balance, despite our looming repairs from the roof leaking. Do you think it is safe to say they won't and we can use the money for our repairs? 

  Business response

  03/27/2024

  We are in receipt of the complaint for the consumer referenced and welcome the opportunity to respond. Please be advised that we are working directly with the customer to address their concerns.

  Customer response

  03/27/2024

   
  Complaint: 21216326
  
  I am rejecting this response because:
  

  We have had zero response from this company for months, and completely ignored when we asked for a manager's contact information. This company has in fact NOT been in direct contact with us and has ghosted us. This reply from them makes zero sense and offers no solution to any issues we have brought to their attention. 

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

  Customer response

  03/27/2024

  We do not want to work directly with this business for them to address our concerns, as their reply stated they were doing. We got nowhere trying to work directly with them (for over 7 months and now even longer) which is why we filed a complaint.  

  Business response

  04/19/2024

  We have reached out to the customer and are waiting for a return call. 

  Customer response

  04/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 23rd, 2023 I hired River City Roofing (RCR) to replace my house and garage roofs. I paid them, in advance, $5,800 (June 27) for my garage roof and $13,461.46 (July 5) for my house roof. The full roofing replacement took place on July 12 and 13th and was supposed to be completed on July 13th. RCR also said they would hang new gutters and downspouts for the house and garage, all materials supplied by me. The work the crew did on the roofing was shoddy and in specific cases not to industry standards, leaving areas of the house vulnerable to leaks. All of the gutters were also improperly installed. Over the next 4 months, I had to follow up constantly with RCR asking them to fix the improperly installed areas of the roof. Though they did ultimately send 5 different crews to the house from July 13th to October 30th, the initial problems with the roof were never properly repaired, and despite constant assurances from RCR that the house would be done properly, those promises were never fulfilled. I was ultimately forced to hire a roofing inspector for $100 who confirmed that several areas of the roof needed either repair or replacement to prevent leaks (his report attached). At this point, RCR considered themselves done with the job, and I was forced to hire another roofing company to repair the sections of roof improperly installed by RCR, at a cost of $4,183. (Note: The total cost to me was $4,683, but $500 of that cost was for removing the chimney, which was not part of the original agreement with RCR, so I removed that $500 charge. I additionally am not seeking reimbursement for the estimated $2300 in labor and materials required to completely replace the improperly installed gutters since I ultimately was not charged for that by RCR, though it cost me more than $800 in materials). I am seeking resolution in the form of reimbursement by RCR for the amount of $4,183 to repair/replace the areas of the roof they installed improperly.

  Customer response

  01/30/2024

  Thank you BBB -

  After lodging my complaint, with your follow up, I have been contacted by ************************* at River City Roofing. He has agreed to pay the outstanding amount I requested. As per his assurances, I am notifying you that I expect that payment, and as long as that proceeds as promised I will not require any more help from the BBB. If for any reason that promise is not kept, I will reach back out to you to notify you. I greatly appreciate your help and it it was only after getting you involved that I received direct action from River City Roofing.

   

  Many thanks -
  *****
  

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Job not being completed, paid already and they aren't completing the job. Started May 8th, roof replaced May 24th, however there is more work they have been paid for that they haven't completed. Rescheduled for end of July, rescheduled for 11/1, no show no calls nothing. Even promised to refund some of the $31,468 because they weren't going to do work on the wood shed and plastic rain gutters, they have been asked 7 times to return these funds, no go. Metal roofing partial order was delivered on 10/17 in driveway, blocking garage door, Never installed and only for the attached garage. Shop metal roof don't even know if it's been ordered. They had a platinum 5 star rating with BBB and not working out at all

  Business response

  12/11/2023

  This complaint is not applicable to this BBB listing. This is for a service in **************** under the ****** location listing to the ***** BBB. This project is in the process of being completed and is on schedule to finalize on Wednesday, the 13th. We have continued communicating with this customer throughout the process. This complaint is not applicable to this branch of River City Roofing. Please call ************ for more details. 

  Customer response

  01/03/2024

  See attachment

  Business response

  01/19/2024

  This was resolved weeks ago. The customer is satisfied.  
  
  *********************

*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. ↩