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:01/16/2025

  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 10/30/2024 I was tricked into providing my signature and forgo my rights as a consumer to shop around for other prices. Additionally I was not told that no matter what my deductible was, the work would need to be scheduled within 2 weeks of getting approval from my insurance company. My deductible is over 5k and that put a financial strain on my that I wasnt able to fulfill until March 2025. Now Im told Im responsible for 20% of what the work would cost to replace my roof since I didnt schedule the job within their time frame. This is putting further financial strain on me. Its either pay this or be sued by their company. None of this was explained to me. The representative told me all I was signing was an agree for the to inspect my roof.

  

  Business Response

  Date: 01/22/2025

   

  We appreciate the opportunity to address the concerns raised by the customer, **** ****, regarding her experience with our company. We take all customer feedback seriously and strive to resolve issues amicably.

   

   

  Background:

   

  **** **** entered into a contingency agreement with our company on October 30, 2024, for roof repair services. This agreement outlined the scope of work and the financial responsibilities of both parties. The contract was signed after the customer was informed of the terms and conditions, including the process for handling insurance claims and the timeline for project completion.

   

   

  Customer Concerns:

   

  The customer expressed concerns about being unaware of the financial implications and timeline constraints associated with the project. Specifically, she mentioned feeling pressured into signing the agreement and not being informed about the costs that would be her responsibility, including the deductible and the consequences of not scheduling the work within the specified timeframe.

   

   

  Our Response:

   

  1. Contractual Agreement: The contract signed by **** **** clearly outlines the responsibilities of both parties, including the financial obligations and the timeline for scheduling and completing the work. We make every effort to ensure that our customers understand the terms before signing. The customers signature on the agreement indicates her acknowledgment and acceptance of these terms.

   

  2. Communication: Our representatives make it a priority to explain all aspects of the contract, including the potential financial obligations and the importance of adhering to the agreed timeline. We regret if there was any misunderstanding or if the customer felt that the information was not adequately conveyed.

   

  3. Cancellation and Demand Letter: Upon the customers request to cancel the contract, we provided clear instructions on the process. As per the contract, a demand letter was issued due to the customers decision not to move forward with the project. The demand letter is a standard procedure to address the contractual obligations and seek resolution.

   

  4. Resolution Proposal: We are committed to resolving this matter in a fair and reasonable manner. To that end, we are willing to accommodate **** ***** request to schedule and make payment for the project on March 15, 2025. In return, we kindly ask that she agrees to remove her complaint and provide us with a positive review once the matter is resolved to her satisfaction.

   

   

  Conclusion:

   

  We value our customers and are committed to ensuring their satisfaction. We invite **** **** to contact us directly to confirm her acceptance of this resolution so that we can move forward with scheduling the work and ensuring a positive outcome for all parties involved.

   

   

  Sincerely,

   

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

  General Manager

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

   

   

   

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair 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.

  **** and his representatives are a company I manage for their telecommunications needs. They door knocked and were advised me working with them would be a conflict of interest. They stated I would not be signing any contract and misled me to believe the agreement as they call it was not a contract. It was only to be able to go on the roof. Roof claim was denied and months later they come back and want a cancellation fee. They have been harassing me and **** has threatened me multiple times with my job and legal action. He has been told this is and continues to remain a conflict of interest but hes only worried about his money and not the job do to put food on the table for my family. Id like for him to stop contacting me harassing me the chances he gets.

  

  Business Response

  Date: 10/01/2024

  Dear Isaiah Hough and BBB Central Texas,
  
  We have reviewed the complaint from Mr. Jesus Andres Vega regarding his contract with NewRüf LLC. We would like to provide the following information to clarify our position and the series of events leading to this complaint:
  
  Mr. Vega entered into a legally binding contingency contract with NewRüf LLC on May 3, 2024, with the clear understanding that NewRüf would assist him with his insurance claim and that, in return, Mr. Vega would use NewRüf for the roof replacement if the insurance claim was approved. This contract was not only signed but also carefully explained to Mr. Vega during our digital presentation, which outlines our process, responsibilities, and the customer’s obligations.
  
  Following the contract, NewRüf dedicated significant resources to assist Mr. Vega in his insurance claim process. We met with his insurance adjuster on two separate occasions, provided damage reports, and participated in the supplementing process to ensure that the proper scope of work was approved. As a result of our efforts, Mr. Vega’s insurance claim was approved, and he received a check for the full replacement of his roof.
  
  It was only after Mr. Vega received this check from his insurance company that he ceased communication with NewRüf and began to assert claims of a conflict of interest due to his employment with a third party. However, this conflict was never raised during the signing of the contract or throughout the claims process. In fact, NewRüf met with Mr. Vega’s superior at his workplace, and it was confirmed that no such conflict existed.
  
  Upon further communications, Mr. Vega acknowledged his obligations under the contract and even agreed to pay the 20% fee outlined in the contract for canceling the job, which amounts to approximately $3,565.80. However, this payment has not been made, and Mr. Vega continues to hold the insurance proceeds without allowing NewRüf to perform the work.

  Despite this breach of contract on Mr. Vega’s part, we are willing to resolve this matter amicably. Our attorney has been in communication with Mr. Vega, and we hope to settle this issue soon. It is important to note that NewRüf has adhered to all its contractual obligations and has acted in good faith throughout this process. The breach of contract is solely on Mr. Vega’s part for failing to allow us to complete the work or pay the cancellation fee as required.
  
  Furthermore, Mr. Vega’s review on our BBB profile contains inaccurate and misleading information, as it fails to acknowledge the facts stated above. We respectfully request that this be taken into consideration when evaluating his complaint.
  
  We are more than willing to continue to work with Mr. Vega to resolve this matter fairly. We look forward to a quick resolution and appreciate the BBB’s assistance in this regard.
  
  Sincerely,
  Wanessa Skowronski
  NewRüf LLC
  2200 N A W Grimes Blvd Ste 1100
  Round Rock, TX 78665
  Phone: (512) 254-9211
  Email: [email protected] 

  
  

• Initial Complaint

  Date:12/01/2023

  Type:Order 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.

  I entered into an agreement with NewRuf.com to repair the hail damage on 11/16/23 with agreed upon amount that was provided by my homeowner insurance AAA. Before entering the agreement I asked them twice if the estimate provided by my insurance was good for them, if they can do the job. They said it's something they can definitely do. After the contract is signed and I gave them my deposit checks. they cashed it on 11/21/23, then send an email to my insurance with a new estimate for the work. My insurance refused their argument for higher estimate due to their overhead and profit. My confidence in this company to provide a good service to repair my roof is lost, so I called them I would like to terminate the contract and simply return my deposit checks. They refused and insist it was my insurance that's not providing enough funds to repair my roof. Or if I decided to terminate the contract, I have to pay 20% of the stated RCV values which amounts to about $6000. the fact is according to ** state law if they have not ordered any material and done any work I have the right to terminate the contract as I wish even if that's what's stated in the contract. Not to say they lied and did not follow through with the total cost of roof repair in the contract which voided the contract in the first place in my opinion.

  Customer Answer

  Date: 12/20/2023

  Complaint: 20941818
  
  I am rejecting this response because:
  

  The contract clearly stated if my insurer refused to include GC Overhead & Profit, my deposit will be return in full. Which my insurer had already refused. newruf has chosen to use legal tactics to intimate people like me. They have done nothing other than a simple roof inspection and they are demanding about $6000 of my deposit. This is unethical business practices. My complaints here should give anyone who is considering choosing Newruf to repair their roof a second thoughts, hopefully they will do something right going forward. Even my insurer told me she has never heard any roofing company demanding additional GC Overhead and profit  and also refuse to give back deposits back when people changes their mind. Not to say this is part of the contract. Very disappointing.

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

  

  Business Response

  Date: 12/20/2023

   

  BBB,

  Regrettably, this dispute will have to be resolved through the legal system.  That is why we have a court system to resolve situations like this one.  We have tried to reason with **********, but have not been successful, so we have to go another route.  Name one company on Earth that doesn't pass along the cost of their overhead or their profit margin to their customers.  Just one...  There are none.  We are just like every other company.  I don't know why this is so hard to understand.  It's really easy to understand why an insurance company would not want to include it in their estimate, right?  That makes a lot of sense.  They want to keep it for themselves!!  We are very transparent about the fact that we charge GC O and P.  It's in our presentation and it's on our contract multiple times.  ********** entered into TWO agreements which clearly state this.  We will not sit still for a breach of contract.  Sorry.  Additionally, we will not allow ********** to disparage our company for the fact that HE is not holding up his end of the bargain.  You cannot breach contracts and act like it's no big deal.  This is why we have contracts and why contractors use contracts.  I am not able to get this across, so I'll leave it up to lawyers to figure this one out.  

   

   

  Customer Answer

  Date: 12/25/2023

  Complaint: 20941818
  
  I am rejecting this response because: I did not disparage , I'm simply stating facts.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:08/08/2022

  Type:Sales and Advertising 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 5/7/2022, two NewRuf employees walked past multiple No Trespassing signs to try to sell me a new roof. Police were called but they had left the area. On 8/6/2022 another NewRuf employee walked past THREE No Trespassing signs to leave a misleading information. "YOU HAVE HAIL or WIND DAMAGE" the flyer claims, this is false. My roof has been inspected twice, nothing wrong with it. They left a flyer on my neighbor's door, she literally got a new roof last week. They illegally trespass on people's property and leave false and misleading information.

  

  Business Response

  Date: 09/07/2022

  Tell us why here...BBB,
  
  We are so sorry to have upset ******************. It was certainly not our intention. We have spoken to our team and we vow to do better in the future.
  
  We understand that while our right to canvas door to door is protected by the constitution under the first amendment, no trespassing means no trespassing.I have an idea that I think will solve this problem in the future. I am going to have a special sign made for ****************** and I am going to send it to his home. This sign is going to say Attention NewRuf.com Roofing and Restoration door knockers, if you knock on this door the police will be notified and you will be charged with criminal trespass.. That should do it, right? Let me be clear that when we are canvassing and knocking on doors of homeowners who do not have a no trespassing or no soliciting sign posted, we are not illegally trespassing. This practice is legal in all 50 states and is protected by the Constitution of *****************, even on private property. This point has already been ruled on by the Supreme Court. As far as our message on our door hangers is concerned if anyone wants to contest whether or not it is legal or if its just more free speech, they are welcome to *** us and we will see where it goes. It is my opinion that even if it is found to be illegal any award would be limited strictly to damages. We would simply apologize for damaging somebodys feelings and we would get on with life.
  
  Now lets talk about what we are actually doing when we are knocking doors in a neighborhood. First of all we are not there by mistake. We are there because there is wind and/or hail damage on homes in the neighborhood. ****************** says in his complaint that even his neighbor just got a brand new roof. We have installed many new roofs in that neighborhood which were approved for full replacement by the homeowners insurance company. Now, certainly an insurance company would not approve a roof for a full replacement unless there was damage. Everyone knows that. When we knock on the door we are not selling anything at all. We are simply offering a free service. We are offering to perform a complementary roof inspection. We document all of the damage with photographs and also prepare a proprietary NewRuf 360 damage report which is free for the homeowner to keep whether they ever choose to do business with us or not. This report is very useful for homeowners to keep in their files just in case an insurance company decides to say that current damage is old damage and refuse to pay a claim. This way the homeowner has proof that their roof was inspected on a certain date and there was no damage found. Its especially powerful when you have photo documentation. So, as you can see we were not trying to sell ****************** a new roof. We were simply offering a free service after which he could choose to use our company or any company of his choosing.Since he doesnt think that there is hail or wind damage on his roof, he could also choose to do nothing at all. Unless ****************** has had his roof replaced in the last five years, it would be extremely unlikely that somehow the hail and wind damage that hit every other home in the neighborhood, somehow miraculously missed his. I would bet almost anything that if we inspected his roof with our technologically advanced drones and software, we would certainly find hail damage on his roof. We could even print out a report that identifies every single hail hit on his roof. Typically in that neighborhood we do not have to use drones because everyone knows that there is hail damage and wind damage in that neighborhood.
  
  We will always canvass neighborhoods and knock doors. When I first got started in this industry I was concerned that I might become ensnarled in situations like this and have conversations with folks that are upset that we are knocking on doors in their neighborhoods, but now that I know how much we actually help property owners, it does not bother me at all. Actually, this is the first time that any customer has ever flipped out about this to this degree. In five years, I think that we have had fewer than a dozen complaints about us knocking on doors. We have installed thousands of roofs and on each and every one of our projects we have helped the property owner. Lets face it, an insurance company is not going to ever call the homeowner and say, You know what Mr. ************ know that there has been a storm in your area and we think that you should hire a professional to inspect your roof because we think we owe you for a brand new roof. That is why we get out into the community and help to educate people. We are performing an important community service.
  
  If ****************** ever changes his mind and would like to know more about the whole storm restoration process, we would be happy to come back out to his home and share with him everything that we know about it, whether he ever does business with us or not.
  
  Again we are very sorry that we upset ******************, we offer our unconditional apology and we promise to do better in the future.
  
  Kind regards,
  
  ****************************, Managing Member
  NewRuf LLC

• Initial Complaint

  Date:05/20/2022

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Newruf LLC locked me into a contract for my home repair after the March 21st tornado. The project supervisor agreed to repair a small portion of my fence but it was never done. Now they are denying to repair it. I have emails, text messages and the materials sheet that shows that work needed to be done. They kept saying they are waiting on neighbors insurance and now they are completely denying to do the job. I would not have signed a contract had they not agreed to fix the portion of my fence. Now i need to pay out of pocket to another contractor for a much higher price.

  Customer Answer

  Date: 05/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and they have agreed to resolve the problem. 
  
  Regards,
  
  ***********************************