ComplaintsforRoofing and Restoration Services of America, LLC

• Initial Complaint

  05/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  First off they were 8 hrs late to a estimate and never called just showed up at 7 at night randomly at my house. ****** *** lock is his name. Super unprofessional to do. Gave him a chance anyway. Gave me an estimate said sounds good. Waited 4 weeks about to get the job done. Every week there was a new issue. First of all they came unprepared no wood for the job no dumpster. So reschedule after reschedule . Then they come and rip a corner of the roof off. Leave it exposed for days with a little half assed job of weather proofing over it. Then the replace half the garages wood one day and some weather proofing. Then left some wood exposed well it rained in between that and the completion date. Before these guys showed up I called and text the company emails everything. And said I didn't want them to do it. So they hurried up and did it and I couldn't cancel. After they finish the job the left a mess in the garage, garbage in my yard, broke my clothesline, cracked the deck railing on my deck. Which is newer wood. And never responds to emails or calls when I had questions. This company is terrible and I'm mad I was stuck in the job. I asked why my insurance couldn't help with the bill no response. The workers may have not been citizens. And I am Spanish so I'm not being racist. I try to communicate and ask them questions but they spoke no English. I speak minor Spanish. Then I took pictures of the dumpster that sat there 10 days. And the materials they didn't fully use and no deduction for what they didn't use. There were full sheets of wood still in the dumpster that I had to pay 1800 dollars for in total. I would have kept that wood if they were throwing out. 90 dollar sheet I already paid for. What I want from these people is an apology and a refund or discount.

  Business response

  08/10/2022

  Business Response /* (1000, 5, 2022/06/02) */ First, I would like to thank Mr. ******* for his business, and apologize that his service wasn't up to his expectations. He is correct that the salesman missed the set appointment and showed up later that evening. He apologized at the time, and the customer seemed fine with it. The job was to reroof the garage only, 600 sq. ft. Our plan was to haul the small amount of debris off in a truck, so no need for a dumpster. When we started the tear off, it was discovered that there were 2 layers of asphalt shingles over wood shakes. It also had spaced decking, meaning plywood (OSB) would have to be laid over the decking to install the shingles correctly. This was not known in the beginning due to customer did not give us access inside the garage. Patched up the small corner we tore off that day and regrouped. There were delays due to weather and prior schedules. Came back with a dumpster, and the plywood to re-deck after tearing off all the old material. Removing old wood shakes makes a lot of falling debris. This cannot be helped. We returned and cleaned up the inside of the garage where there were no ceilings. We deny breaking the clothesline, and a rail on his deck. There was no deck on the garage. It is on the house. The pricing was estimated according to the size of the roof. That is what he paid for. We bring extra material to the job, to be sure we have enough to complete it, which belongs to us. We do not charge per board or shingle. He was not charged for any material that we did not use. I am attaching an email chain with the customer to show that we did in fact stay in touch with him and answer emails. He could reach us via email at any time. One of the first emails tells him what to expect in the roofing process. I have also attached pictures showing there was no deck attached to the garage. I also called the customer to try and discuss his issues, and possibly a settlement the day before he filed this complaint, but he has yet to return my call. In our emails, he states that he is happy with the finished product and paid in full for the work performed. Again, I apologize for the way Mr. ******* feels he was treated, but I don't feel he is accurate in the statements in his complaint. Consumer Response /* (3000, 7, 2022/06/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was a lot of time wasted not that I had to be home but the material and the dumpster sat here forever when they arrived. But my statements are true. And there's no reason to use a plug your guys had to pull and climb in my deck the flooring is older wood but the rest is newer. But like I said I was given two options to pay . Either payments or cash/card. Even if the insurance wouldn't approve it would have been nice to have that option as well there were many phone calls. And very little information was given to me the whole time. I told him in the beginning it wasn't a rush. And I meant that. But the problem is with wanting it done is that I don't want to be told this day then this day. Because of lack of preparation. Then I was told the day that I called to cancel that basically I wasn't happy because of the days switching. Just stick to your word or be honest. But it was clear I was a low priority from the get go. Lick I said he showed up in announced 7 to 8 hrs late for the quote. And I called multiple mornings and didn't get a call back for hours. If they would have said June 15th we can do it I would have been fine. But don't waste my time and my property while I'm out at the bottom. And like o said I couldn't communicate with the workers here when no one would answer I feel as if oh well we got your money now. I was very nice and understanding even when you guys were late that day. I was patient up until that last day when you switched on me again. Maybe better training is needed. When it comes to 5k which I asked for an itemized receipt for on phone through email and text. I never got bc I wanted to make sure the material unused was removed from my end. Because if not you took my property. They did however come and clean up and did great. I will give credit for that. But bad customer service, terrible call backs, no options given for payments as in insurance. Just unprofessional and feel very robbed and do not feel happy with my purchase whatsoever. Like many pictures provided there was many little issues. But they are huge to me because 5k is a lot to a guy like me. And I expect better work then me and a buddy could do on a day off. I expected the response I got and the solution. I never said I paid in full I said I paid the extra amount in full. I agreed to a loan amount of 3200 or so at the beginning of the process. Which I was told I could run my credit again at the end. I should have been told to wait or aim for the higher number. Just so many bad situations throughout the process. Like I said I will tell my company I'm town that I cannot recommend you guys. I paid close to 2000 I believe that day I called. And the 3200 or so was told I would get the info in the mail within 30 days. Business Response /* (4000, 9, 2022/06/16) */ Mr. *******'s follow up is very hard to follow and understand. I am attaching an email string out of our system, that shows the communications with him. I explained this and showed an email chain in our initial response. It is absolutely not correct that we didn't communicate. As far as the delay's, I explained that in the first response, but there were also rain delays in there too. The material was delivered on May 11th, and the roof was replaced on May 18th. The job was a bid price job, and when it was discovered that it had an extra layer of asphalt shingle, a layer of wood shakes, and needed to be re-decked, we sent him a change order by email that he agreed to and signed. We only charged him for the decking. We did not charge to remove the extra asphalt shingles or the wood shakes. This was a total price job, not a time plus material job, so he wasn't charged any more or less for any materials that we had left over. Those materials belonged to us. The itemized invoices are generated out of our system and sent via email. It did not send the first time. As soon as this was brought to our attention, we immediately sent an itemized invoice to Mr. *******. He paid the invoice in full. Mr. ******* states that he is satisfied with the roofing job, and the cleanup that we did on the inside of the garage from the wood shakes. Consumer Response /* (4200, 11, 2022/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hard to follow. You answered most things I had concerns with. Besides the fact you are flat out lying. Before I agreed to you guys coming I asked price. He said if we replace decking it will be a little more. But don't worry we will use as little as possible and it should be a little cheaper. Those are your exact words sitting in my driveway. And why am I still discussing this with you I have video and pictures of everything you have nothing. And never still in this reply you never explain how you didn't offer any payment options. Completely dropped it assumed I was paying cash. I don't worry you won't get business from my friends or family in Michigan, Tennessee, Maui, Texas, North Carolina, Georgia, and finally Florida. That is the extent of my reach. You are very argumentative and not professional. I have more proof if bbb actually isn't working with your company. And I really appreciate Bailey medlock bragging about sleeping with bar girls before he could call me back. Super professional. And still no response on The lateness the first day. I literally have left 6 -7 voicemails because I never received a call back. That first day I called and said nvm I will hire someone else then this guy shows up at night. Now idk about where y'all are from but it's pretty studious walking up to someone's house unannounced and unknown at night. My neighbor hood has had some crazy activity at night. Sod point was if I were someone else you coulda been in trouble that late. Same when I wanted to cancel you guys rushed out. This was a garage and it took you guys weeks about 5 days from start to finish. The house across the street the whole house took two days. I worked for a ****** roofing company in michigan so I'm not a moron. Which is also why I went to cancel. I was ready to do it myself. And the material thing again I asked for detailed receipt and I got a flat number. Why did Bailey tell me it would be cheaper if it's not going to be when less material is used. And the material is not yours my friend. If I am a customer I am paying for a product correct. And a service. Those should be clear on the bill. But if you guys are going to get away ripping people off and the bbb allows it. Then what worse can I say. Besides I'll spread the comments pictures and videos with family and friends in other states. If there's no justice here there will be a negative consequence as In recommendation. My point was I was not happy and you have no apology. This is what it is attitude don't work with me. And don't come near me for conversation if I see you in town. You just keep well that's what it is. You guys tell me you will be here on a Thursday morning. And then I call, yeah we put another job before you. Idk how you work on military bases with that attitude. But military bases being said. That's is the reason I know the bbb will protect you and not this customer. Last argument I'm just posting all the bad work from you guys.now everything's all hear say. I sold a house that was 3000 sq ft last year so trust me it's about the principle not the money. I prefer payment plans in case I need cash for emergency's. So if you think that's it boy are you wrong ï'' Business Response /* (4000, 16, 2022/06/30) */ I'm not sure how to keep responding to the same statements, but I do resent being called a liar. I have been 100% truthful in all comments I have made. I have provided 2 different email chains showing communications with Mr. *******. He keeps saying he has video & pictures, but he hasn't furnished either one. He also stated that we didn't apologize when I literally apologized in the very first sentence of my initial response. This bid was not a time + material quote. That's what Mr. ******* is describing. It was a total amount quote, then we had a change order for the decking. He signed that change order agreeing with it. When we finished the job, he then paid us in full. If he was so unhappy, why did he do that? We have not "ripped anyone off" as Mr. ******* accuses us of. Again, I apologize to Mr. ******* that his experience wasn't up to his expectations.

• Initial Complaint

  08/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 29th 2021 we received a bid from roofing and restoration services of America by Eric ***** As their Representative. I contracted with RRSA To have the work completed. At a later date the job was completed and I was not satisfied with several situations that were happening during the work, I. E. A full photo shoot without my permission for advertisement . I also brought up several issues that I was not satisfied with and was brushed off and told that that's not their responsibility. I was in contact with Eric ***** several times by text only to be told that it would be handled at a later date and never showed. I contacted the main office and they contacted Eric he reached out to me gave me a date to fix repairs and never showed. It has been several months later and these repairs are still left undone and no response from Eric ****** I want these repairs fixed in a timely fashion.

  Business response

  11/22/2021

  Business Response /* (1000, 5, 2021/08/20) */ On March 29, 2021, we contracted with Mr. ****** to reroof the home only, no other trades. We loaded the roof on April 30th and started the reroof process on Tuesday, May 4th. On Wednesday, May 5th, we finished and completed the project. During this production phase, we replaced 5 sheets of plywood on the roof that was water damaged and rotted out. We also found a 10' section of eave on the home, where the plywood and wood fascia that had been completely rotted out. In order to replace this, we needed to remove the gutter. Upon doing so, the aluminum soffit all fell out. This section of eave is really low to the ground, approximately 6" above ground with a concrete wall. After replacing the wood fascia, the crew reinstalled the aluminum fascia and gutter properly, leaving the aluminum soffit out of it. On May 13th, I sent over a contract to Mr. ******, which was signed by him, to have us replace the aluminum fascia and gutters on the front of the home and a few sections around the sides and rear of home. We were going to repair a couple of other pieces of soffit in this section as well as another small section on the back side. We were going to wait to do this work, as he was having a painter over to paint the entire home the week of May 25th. I texted Mr. ****** on May 26th, letting him know that we are on schedule to perform the contracted work the week of June 1st. This is when he let me know that he did not want us to do that work, as he changed his mind, from what we already had contracted. When he advised me of this, we changed our schedule as we were no longer going to be there the week of June 1. Now as the busy season was really kicking into gear, I did have one of my only 2 siding groups, contract covid and they were out for a few weeks. Not only were battling that virus, but we were also dealing with material shortages and a backed-up work schedule. I reached back out to Mr. ****** on July 6th, letting him know that we needed to meet to discuss new scope of work and get a contract in place of the one he cancelled. He then got really angry and a little threatening with his words. As a result of all this, I would rather not engage in any more work with Mr. ****** at his residence. We have completed the initial roof contract and have been paid in full. We do not have any open contract with Mr. ******. Mr. ****** has not paid anything for the second contract that was cancelled. As it stands currently, we do not want to perform any more work for this customer. Consumer Response /* (3000, 7, 2021/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I also am not interested in contracting any more work from this scandalous company. Their public response sounds reasonable but very clearly untruthful. I am expecting thus company to repair what they have left undone and damaged. There isnt any rot involved w my concrete wall and aluminum fascia. I want it reset in place. The other issues need to be repaired as originally stated in my complaint. At no time have i been threatening, except to warn this fly by night operation and f rating w bbb company, that i would have to file complaints w whomever i can if not resolved. As i have done. No threat there. Business Response /* (4000, 10, 2021/09/02) */ When we tore the old roof off, we found 5 rotten sheets of decking (this was paid for as an extra by Mr. ******** and there was some rotten fascia next to some of this decking. We had to remove the gutters, metal fascia wrap, and the rotted fascia to be able to attach the new decking & drip edge down properly. When the rotted fascia was removed, the soffit fell out. This absolutely was not damage caused by RRSA. There were some other spots that needed to be repaired/replaced also (this was the scope of work in the second contract that Mr. ****** agreed to and signed). Mr. ****** paid us in full for the first contract to replace the roof & the rotten decking, so evidently, he agreed with the charges. We did not charge him to detach & reset the gutters and fascia wrap and replace the 10' of fascia. All the other spots of soffit & gutter repairs were outlined in the scope of work in the second contract, that was cancelled by Mr. ******. We completed all work that we were contracted to do, and even did some work that we did not bill him for, yet he continues to call us a "scandalous and a fly by night company". There are attachments included with our original response. Two contracts and some completed pictures. We replace thousands of roofs per year across the entire nation. We vehemently deny all accusations made by Mr. ****** in this complaint. I encourage everyone to Google all parties involved in this dispute to get a clear picture of the situation. Consumer Response /* (4200, 12, 2021/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'll allow another week for repairs to be done at RRSA cost that they are responsible for. I have a reputable roofing company's bid to do repairs and will proceed w that and file suit to recoup the costs for left undone repairs. This is Missouri company but this is through the Texas Bbb, I contracted work from Missouri branch.

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