ComplaintsforRidgeside Construction, LLC

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 23rd- we were given an address to look over and pick out roof/gutter colors. Sept 13th we were sent a contract with a down payment of $11670.00 for materials, I told her it would be two weeks until we had the $. Sept 28th, Jim hand delivered a check to Don, they cashed our check the same day. Nov. 3rd- I reached out to see if they had an ETA for us and was told Nov. 13th. Nov 13th, Jenn reached out to us and said that their butcher shed roof had collapsed and that was their priority. She said she was trying to pull a crew together to come out to our house, but with Thanksgiving and hunting season, she was not able to gather anyone. She said Don would be able to start us on Nov. 27th. We heard nothing from them. I reached out on Dec 7th and again Dec 14th. I heard back from Jenn on Dec 18th, she said that they had had a family tragedy and with Christmas coming ,they needed to be together as a family. Dec. 28th we received a PDF for a delivery confirmation form to be filled out and sent back. I asked her to call me ,that I had questions. She said she was out of town and wasn't available until after 9 p.m.. I texted her my questions: Have they not ordered our materials? Are the materials being delivered to my house? Do I need to keep them under roof? She answered me and said that they had half the materials at their house, but the large tin sheets are not ordered /delivered until they are on site. She said she never had a customer give her so much "push back" and that she was "stepping back" and "letting Don handle our situation. Jan 2 2024, Don called our house and told us that there was a delay with our tin order and he could either give us our money or schedule us at a later date - we wanted our money back. Jan. 3rd -Jim met Don and was given a check for $3,000. Don said he would have the rest on the 12th. Jim called Don today (12th) twice and left voicemails, but we have heard nothing. They still owe us a balance of $8,670.00

  Business response

  02/04/2024

  It took me some time to respond to this because I was at a loss at how to respond to the complaint, to be honest. Especially since we’d already returned the labor portion of the deposit at the time of the original complaint and explained that we’d need a little time to get the special order material deposit back from our supplier. We are a very small family owned/operated construction company who doesn’t keep large sums of money on hand at the end of the year. 
  
  It seemed that one of the biggest issues the client had was the fact that we cashed the deposit check, which is standard protocol in construction business. The material deposit was given to our supplier to hold current metal prices, but tin is never delivered until we get on site. This is to limit any damage or theft of materials. They were very upset that they were “paying on a loan for a roof they didn’t have yet”.   
  
  A typical wait time for a roof in our area is 6-9 months, so our 3 month time frame is well under that when it comes to fall/winter schedules.  We were working around early snow, high winds, rain, slippery roofs/tin, Rifle season, Thanksgiving and Christmas. And yes, we had the death of a baby in our family and our children had a very hard time with it so we needed some extra family time together between Christmas and New Years. 
  
  On December 28th, when it came time for us to place the tin order our supplier had a question about the color because they had 2 colors on file. I was out of town with our son for a medical appointment and didn’t have access to the contract/colors so I asked for a confirmation on color choice. This is where I received the “pushback” the client refers to. After asking several times about color choices she would not confirm them, telling me I had all the info I needed on my phone/computer and then stating that it was my business and that it was my responsibility to go find that information and that I was not shifting the responsibility onto them. At this point, something that should’ve taken about 5-10 min to accomplish was now 6 hours deep. This is when I decided I was taking a step back and letting Don, my husband and partner, handle it the following day. She said she and her husband were looking forward to meeting Don. When he arrived to discuss the issue she was not there and her husband was sick with Covid, which they didn’t inform us of. 40 minute drive each way, wasted. 
  
  On Jan 2nd when we went to order material our supplier was waiting on more of the color we needed. Don called and explained to the client and gave them the option of waiting a couple weeks or canceling the contract, which is not something we do when special order material has been paid for. They chose to cancel. We returned the labor portion of the deposit ($3,000) the following day and explained that it would take some time for us to get the special order material deposit back to us from the supplier. Which in the end they were unable to do. We did however make additional payments of $4,400 return on 1/26 and the final amount on 2/3. We also sent emails on the days we mailed the checks, which went unanswered.  Their initial deposit of $11,670 has been returned in full and the contract has been voided. 
  

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