Complaints

• Initial Complaint

  02/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am submitting a formal complaint against *** for their unresponsiveness and failure to follow through regarding the installation of snow brakes on my ******* part of the 10-year warranty for the roof they installed in November, 2023, I am required to have snow brakes (or any other roof work) installed and performed by *** directly. If I use another company for this installation, I risk voiding the warranty. However, despite multiple attempts to reach out to ***, they have either failed to communicate effectively, failed to follow-through with promises to schedule the work, or simply been unresponsive, leaving me with no option but to wait for their attention.With winter now upon us and snow beginning to accumulate, I am extremely concerned about the potential risks and damage that could occur due to the lack of snow brakes. I have made every effort to have this issue addressed in a timely manner and have made over 14 attempts between the dates of Nov 20, 2024 - January 30, 2025. RVMs failure to act has left me in a precarious position.If any issues arise as a result of the snow brakes not being installed, I firmly believe RVM should be held fully responsible, as I have done everything within my power to ensure the timely installation of the snow brakes.I would appreciate the assistance of the Better Business Bureau in helping to resolve this matter as quickly as possible. I have additional details such as email correspondence, timeline of events, and photographs all available upon request.I have given RVM close over $18,000 in business and I expect better customer service. Ive read ****** reviews that have similar concerns; so I know Im not the only one experiencing an unacceptable level of service.

  

  Business response

  02/06/2025

  Dear *****,

  When you  reach h to us on November I was happy to hear from you you had nothing to say about the roof which for me meant that the roof was working good. You wanted to know about snow brakes again and I said yes because you are an old client and we sent a quote  to you earlier that year and I told you I was going to honor the old bid . One thing I did not explain to you and I  apologize for the miscommunication is  that **** is the only one that can install snow brakes since is a new item that people are requesting and we don't have more than a couple installation a year or less , this reduces the time we have to install  because **** is our lead installer and very busy. you let me know that it was hard to get a hold of us and I explained to you that if you called us to the office line we were having problems and never saw any caller ID's on the incoming calls from the office which made us hard to return if you did not left a message the problem was due to the extensive remodel after the flood but you did not tell me anything you felt we were screening your calls and that was not the case at all.  In December **** took his year  end vacation during the Holidays returning January 13th. We are a small company and we are trying to improve on the customer service part with so many calls and a small crew. On the other hand I feel that we did a good job on your roof your gutter collapse with snow and we gave you a bid for half the price on your gutters and another similar  bid for the snow brakes and you declined the snow brake install. I was very surprised due to the fact that it was a very low cost. You were surprised that we did not have your phone number and looking back I ask for your number a couple of times and you did not respond but we communicated with email only and for some reason or other we never got  a response but installations were done and completed without.

  Regarding the 10 workmanship warranty we  both signed  when we did the roof contract it describes exactly what can void such guarantee and a good number of clients install solar panels  which is exactly the same  clip system that is used to install snow brakes and requires no penetration or punctures on any part of the roof . if another company to installs the snow brakes  is completely fine and will not void your guarantee. .  

  That said, we want to resolve this issue and can schedule the installation of your snow brakes , please reach out to me at:  ************. text or call is good . Please don't call the office number . I hope to hear from you and we can schedule your installation as soon as the weather permits.

  ******

  Customer response

  02/09/2025

   
  Complaint: 22888356
  
  I am rejecting this response because it is gaslighting. You emailed requesting my phone number after telling me **** would call me on the 17th. I responded with my phone number. Then I followed up via email the 21st, the 27th, and the 30th without any response on your end. (Ive attached emails for your review).
  

  I have only ever called your cell phone or communicated via email; I have not called the office phone; so that isnt even any part of the failed customer service. Please provide me with dates **** is available to schedule the service. I also would like a copy of the warranty you Mentioned that we both signed. Please email both to me at your earliest convenience.

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

  

  Business response

  02/19/2025

  *****,

  I emailed you the dates and a copy of the signed  10  year roof installation guarantee.

  Thank you,

  Miriam 

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Aug 06/2024 $2000.00 To have the the shingles on the roof remove and disposed of and fix any repairs need and complete with a new metal roof Evergreen color.They need to show a business license and copy of there liability insurance and they haven't done that, this is part our fault as we didn't know they had to have these to enter our vacation property. ****** ******* owner of *** said she would get this. It's understandable if they have to charge for a call as long as its reasonable.I contacted ****** ******* on Sept 13/2024 and she said she would send me the proper documents and I would take them to the office and make sure everything was good, she has not sent them to me and I have called multiple times and she is not returning my call.

• Initial Complaint

  02/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company replaced my roof a few years ago. I have had multiple problems with a skylight in a bathroom. I have tried to get them to fix it for the past two months. I have called repeatedly, left messages, been told someone would come out. On 2-10-24 **** was supposed to fix it at 10 am. He no showed, no called. I called the company again and left another message. I have told them I am concerned about this leak because mold is growing on the walls. All I want from them is to fix this skylight again. I dont know what else to do. Their website states a ten year warranty on labor. I feel like they are ignoring me and it is causing damage to my home.

  

  Business response

  02/21/2024

  WE HAVE CONTACTED THE CUSTOMER AND ALREADY WENT TO SEE THE   ISSUE THAT WILL BE RESOLVED THIS WEEK.

  Customer response

  02/21/2024

  They are supposed to come repair the skylight again on 2/23/24. I do not want to close the claim until I know that it is fixed correctly. 

  Customer response

  03/10/2024

  Skylight is still not fixed. **** was supposed to come out the day after inspecting the skylight but did not. Woman on the phone says they are really busy and waiting for a dry day. We have had several. I have attached pictures of the mold. They have not agreed to provide clean up and repainting. This was newly painted less than a year ago. 

  Customer response

  04/25/2024

  The problem has been corrected. Thank you 

*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. ↩