Complaints

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In October 2023, my father, *****************************, received a telephone notification informing him of the roofing damage caused by a recent storm in our neighborhood. Subsequently, on October 12th, representatives of a company identified as RoofCo LLC, namely *********************** and ***********************, visited our residence. They presented a contract stipulating their intent to repair the roof damage and process the necessary insurance claim. Following this, they requested a cashier's check amounting to $5,952.15, representing a partial payment for the anticipated work.After several weeks without any progress and concerns arising, my father contacted ***********************, who explained that work had been delayed due to adverse weather conditions. In subsequent communications, ****** informed my father of his departure from the company and assured him of a full refund, as RoofCo LLC would no longer be able to fulfill the contracted service. *********************** was designated as the point of contact for the refund process.Despite assurances of a forthcoming refund, my father has encountered difficulty reaching RoofCo LLC representatives, as they have ceased responding to communication attempts. Regrettably, there is no available platform for leaving reviews or verifying the legitimacy of the company.Customer Details:Customer Name: ROOFCO AND SOLAR LLC Customer ID: ****** Location Number: 1 Deposit Number: ****** Account Number: ********** Routing Transit: ********* Deposit Date: 11/09/2023

  Business response

  03/13/2024

  This refund is in process. The customer requested a refund two days after putting his deposit down and has been harassing employees multiple times a day that have nothing to do with accounting. We have been responsive but we will not be harassed. The customer will receive his refund minus his cancellation fee outlined in his contract. 

  Customer response

  03/13/2024

  Complaint: 21420627
  
  I am declining to accept this response due to the following reasons:

  
  We possess documented evidence indicating that the completion of the job was impeded on their part. Initial delays were attributed to cold weather conditions followed by changes in company politics from our understanding  

  The assertion of harassment is unfounded, as our communication has consistently conveyed frustration without resorting to inappropriate language, in response to the prolonged unfolding of this situation.
  Please review the dates indicated on the attached images. On February 26th, *********************** assured ******* full refund by Friday, March 1st.
  Subsequently, on March 6th, we reiterated our inquiry.

  It is concerning that after guaranteeing a full refund and failing to maintain effective communication, the response from the company was to express offense at our escalation to the BBB and offer only a partial refund. Such behavior lacks professionalism.
  
  We are now faced with the challenge of explaining to our insurance provider the non-completion of the work due to what appears to be deceptive business practices on the part of the company.
  

  We are asking for full refund. As initially offered by *********************** before the BBB complaint. 
  
  Regards,
  
  *****************************

  Business response

  03/13/2024

  This has devolved to hearsay at this point. I do not have a legal contract with you and there are so many conflicting reports here. I have a contract with your father. This is a major construction project. The contract does not state that we can complete the roof in a set period of time. The roofs that were approved around the same time as your *************** will be completed in April. Your fathers options are to have his roof completed or to breach contract and take the refund with a 35% penalty in the contract. Staff has already spent hours working with your fathers insurance company to get them to cover the cost of this project and I am unable approve a request for a full refund at this time. Without a valid reason, you cant skip the line and get your roof done before others that have already paid. 

  Customer response

  03/13/2024

  Better Business Bureau:
  

  Rest assured, when communicating with me, *****************************, please understand that my son is solely assisting as a translator, and any use of "we" pertains to our household. While *********************** verbally assured me that the roof repair would be completed, before the conclusion of the 2023 calendar year, I acknowledge the operational constraints faced by businesses. However, I would appreciate clearer communication regarding anticipated wait times, rather than relying on intermediary channels to reach you. 
  As a homeowner, I naturally expect prompt attention to repair a damaged roof to prevent further deterioration. Despite the delay, I am willing to proceed with the repairs, provided there is no conflict of interest and the job is executed promptly.
  I note that you mentioned that roofs approved around the same time as mine will be addressed in April. Kindly inform me if any further action or information is required from my end to expedite the process.
  Regards, 

  *****************************

*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. ↩