ComplaintsforRV Roof Maintenance & Repair LLC

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DEC 2023 I contacted this company to get an estimate on my leaking Travel Trailer roof. The owner came out, took pictures, and got back to me with an estimate. I said I would be going through my insurance company. The insurance company approved the work. It was to be started at the end of Jan but was pushed back several times do to one reason or other that they came up with. The work was to be done on site and in 3 days. In addition to the new roof, they were to replace the awning fabric as it was torn. They finally started the work on Feb 27, 2024. It was completed on Feb 29, 2024. They did not do the awning at this time. I don't know why since they had known since the end of Dec it was to be done.March 25th they came back to install new awning fabric. They brought the wrong color fabric. I asked for black, they brought white. Owner lied and said that ***** was all the insurance would cover. I denied that, then she said it would take 3-4 weeks to find one. By the end of the call she had found one. They came back April 5th with the new awning. It didn't retract correctly. I was told the office would call me. They also installed the light strip on top of the awning instead of below. They had to come back out and get walked through how to do it. 2 more times in the next month someone came out due to my complaint about the awning but it wasn't fixed. Shortly after that visit, it rained and my roof now leaked in 3 places with a new roof. I tried to warn someone where I live not to use them. She found out. She called and texted me, threatened me that she was going to come out and talk to me but she never came. Her tone of voice was threatening. She has blocked my calls and said we are done with our business. They gave me a 6 month warrant on the roof which would be valid until the end of Aug 2024. Part of the work that she was paid for was never completed on the roof and the awning never worked from day one. My insurance company paid them a total of $11,144.23.

  Customer response

  07/25/2024

  The company name is RV Roof Maintenance & Repair. They are not a LLC. They do work under an LLC called A ************************* They are also not a member of the BBB.

  Business response

  07/31/2024

  ************** was scheduled for service at the end of Jan as she stated.  However, **************** had signed a direction of payment so that the payment process could be handled directly with our business and her insurance company, as is company policy.  The insurance company authorized the check on 12/28 and sent it to us approximately a week to 10 days later.  This check was made out to the wrong business name and had to be re-accomplished.  We contacted the insurance company to get the issue resolved and found out that **************** had contacted her insurance company and removed her authorization for the direction of payment, without informing our business. This resulted in a delay as we now had to come up with a payment plan and collect funds directly from her.  On 1/3/24, we receive payment for parts and a portion of labor up front ($6165.42),again per company policy and proceed to move forward with the repair.  Due to funds delayed, specialty part ordering and weather concerns for this outside job (raining) the initial repair (roof)was completed between Feb 27 -29. Payment for service rendered at this time was received, ($4416.02) with the expectation that the awning would be completed later, as this was the specialty order item.  Due to difficulty in receiving payment from **************** for services rendered we requested, and she authorized a direction of payment for the awning repair.  The insurance company authorized the funds for the repair with a check dated 3/18/24, we then scheduled the repair for March 25th.  The color was incorrect,and **************** requested that we get a black awning.  Based on the prior timeline for the awning ordering we did inform **************** it could take two to three weeks, but fortunately we were able to locate one immediately and completed the repair/instillation on 4/5/24.
   As far as service issues, **************** did express concerns with a few items which were identified and corrected timely, and we apologized to her for the inconvenience.  All repairs were complete under warranty, at no charge and to her satisfaction at the time. The awning was working at the last service, and she was informed to not keep the awning extended during inclement weather, as this may impact performance and longevity.
   The issue with payments was based on **************** wanting us to provide a letter stating that a branch had hit her roof, and this is what had caused the damage.  We informed **************** that we couldnt provide a letter like that as we have no way of proving this is what happened.
  Additional Issue of blocking her call.  I gave **************** my direct cell phone number as I wanted to do everything in my power to make her happy.  Unfortunately, due to the abuse of this courtesy I was forced to block her number from my personal cell phone, she was not blocked from the business line.
  Lastly if there are any unresolved issues with her roof/awning,we are willing to make an additional service call to ascertain what is covered under warranty and make corrections/repairs appropriately, all she needs to do is call our service desk and we will schedule a service.
  
  Note:  We have copies of the Direction of Payment forms, Checks and CC receipts from payments, which can validate the date timeline 

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