ComplaintsforRockford Homes, Inc.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on our rockford home on 4/22/2024. The **** ceiling was improperly installed. The ****** **** tried to patch it. Later, the customer care guy, Jay, determined the patch was not acceptable. Contract lumber was hired to do repairs. The job is half done. The lies, double talk, and excuses have been non stop. It is downright insulting. I have contacted Mr. **** ****, vice president of operations. I would just like the job to be completed.

  

  Business response

  09/12/2024

  The painting contractor is scheduled to complete caulking and painting of the repairs that were completed tomorrow, Friday 9/13.

  Thank you for your patience and understanding.

   

  Customer response

  09/27/2024

  The work was scheduled to be completed on 9/ 13 /24.

  However, the lies and excuses continued. The work was not completed. I was told by the painter he could not do the job on 9/13/24 he was not authorized to do the caulking. He also said he could not caulk and paint on the same day. The caulk had to dry for 24 hours. The job was again delayed

  Customer response

  09/27/2024

  The work was scheduled to be completed on 9/ 13 /24.

  However, the lies and excuses continued. The work was not completed. I was told by the painter he could not do the job on 9/13/24 he was not authorized to do the caulking. He also said he could not caulk and paint on the same day. The caulk had to dry for 24 hours. The job was again delayed

  Customer response

  09/27/2024

  The job was not completed on 9/ 13/24. Rockford builders may have told you that but it is another lie and excuse. The painter showed up on 9/12/24 but informed me he could not do the job because he was not authorized to do the caulking. He also said he could not do the caulking and painting in one day. The caulking had to dry for 24 hours before it could be painter. 

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Description:I'm original owner of 10.5 yo house. I have hired 2 independent structural engineers, both who have observed the block basement walls are leaning. Rockford Homes indicated that problems are due to settling and also hired ******** ****** engineer who concluded that the walls are within guidelines. (I don't know guidelines.) I have had several companies (basement, gutter drains, etc) who have made various recommendations.

   

  7/29/2024 BBB received phone message from consumer stated she has 10.5 year old house not 1.5 as stated on original complaint.

  

  Business response

  07/25/2024

  We made several courtesy visits to ****** home in hopes to shed light on her water intrusion and foundation settling issues. We reported to her that the concrete patio that was installed in the rear of the home was installed over an underground conductor and more than likely it had settled, since it lined up with the water seepage in the basement. This patio was installed sometime after the 2014 closing, by a third-party concrete company hired by the homeowner. She subsequently had the conductor scoped to find that the installer did not change the existing pipe to a crushproof pipe and water was able to get to the foundation.
  
  Please see the attached inspection report that was sent to the buyer. The architectural engineers findings pointed out that the foundation cracking was typical settlement of a block foundation, due in part by a negative grade on the right elevation. Its important to mention that the engineer that Rockford Homes hired was an unbiased third-party engineer, while at least one of the engineers the buyer brought in were affiliated with a basement repair company.
  
  Please see the attached code pages. The last page specifically addresses the deflection limitation at L/240 based on the height of the wall. He did not state anything in the letter regarding compliance with these values, simply that the wall appears to be in sound and serviceable condition as currently installed.
  
  It was explained to the buyer that we are confident that her foundation was built per plan and is structurally sound. With the confirmation of only cosmetic settlement cracks and no existing issues per the engineer, we are confident that Rockford has constructed a quality home that, like all homes, is in need of maintenance.
  
  

  Customer response

  08/02/2024

  I am rejecting this response because: 
  1. Rockford made 2 visits to my home, the last visit with their unbiased engineer. This engineer verbally said a few times when exiting my home "the walls are within guidelines." I question whether or not ******** ****** is a distributor of products to Rockford...so maybe not completely "unbiased."
  2. Both engineers I hired declared that the tops of the basement walls were leaning inward from to 1-1/2.
  3. Rockford addresses the patio installed over underground conductor settling. This is a minor issue compared to overall problems with tops of basement walls bowing inward. He also mentioned that I had the conductor scoped...I had only the downspout conductor scoped and was told that it was not draining well, water standing in pipes, due to pipes being in poor condition and negative flow, not just under the patio, but throughout the drainage system. I plan to replace this gutter drainage system with a heavy-duty pipe extending to rear of the yard rather than the front.  There are several areas throughout the basement that water puddles and efflorescence (pics attached) is apparent along all wall bottoms.
  4. Rockford recommended I contact ****** concerning the efflorescence, as water barrier applied to outside basement walls has 30 yr warranty. ****** checked 3 small areas and indicated that water leakage was due to foundation cracks.
  5. I have had numerous companies providing suggestions. One quote received from *********************** (they separated details, one proposal addressing leaning walls/one on additional sump pump installation, but it recommends basically the same remedy as ********. $29,230.09 + $17,532.33 = $46,751.42. Their recommendations were NOT based upon any structural engineer reports, but strictly based upon their observations as a basement company. (attached)
  The 2nd quote is from ******* based upon engineer report from S********* ************* ********* ***** who manufacture products to correct foundational issues. Their recommendation was to achieve highest/optimal corrections with a ******* quote of $78,382 in addition to expenses of replacing concrete, re-installing 2 steps onto patio, unhook/move generator and re-hooking. I couldnt even contemplate this remedy due to cost. (attached)
  6. After speaking to *** about this, he revised his recommendationsworking from the inside only rather than outside/inside; revised quote is now $34,000 (attached).
  7.There are numerous cracks throughout and one cement block next to the steel beam has pushed outward (pic attached). I noticed this upon purchase and pointed it out to Rockford representative, but he wasnt concerned, but it is much worse now.
  8. Rockford stated that foundation cracking was typical settlement of a block foundation, due in part by a negative grade on the right elevation. I have previously placed soil in this area and was preparing to do so again, but *** engineer recommended no additional soil until walls are stabilized. The other sides of the house do not have negative grade, but still have leaning upper walls.
  9. Rockford states that home is in need of maintenance. I would sayTHIS IS A LOT MORE THAN needed maintenance on 10.5 yo home.
  10. This housing development has hilly terrain, therefore excess water, but it doesn't appear that Rockford made adaptations for this.
  I purchased this new house at 71 years old thinking that I would not have major expenses within my lifetime. So this has been a very stressful few months.
  Im not interested in making money, but rather just to recoup some of the expenses.
  Rockford representatives have been cordial to me, answering my questions, etc. but I do believe Rockford Homes should be held liable for much of the expense.
  Unable to include all pertinent files. Thank you.

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

  

  Business response

  08/07/2024

  Rockford Homes position in this matter is unchanged, based on the information provided by the engineer who was onsite during our second visit. Rockford Homes considers the matter closed and will have no further comment.

  Customer response

  08/16/2024

  Buyers beware of dealing with Rockford Homes. They do not accept responsibility for any problems even though 2 structural engineers reported upper basement walls were leaning inward.

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

  BUYER BEWARE!

  .

   

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to urgently follow up on my initial complaint against Rockford regarding the unresolved issues we have faced since purchasing our home in February 2023. After our initial complaint, Rockford did contact a plumber. However, instead of sending someone to inspect and address the issue on-site, they sent a drain via USPS. While this fixed the shower drain, it did nothing to resolve the serious drainage issues in our backyard. Over a year later, we are still dealing with these problems. Our side yard is now completely ruined due to Rockford's inadequate attempts to fix the issue by bringing in dirt from other houses down the road. The situation is plainly visible in the attached photos. Despite our persistent efforts to reach out to Rockford, they have only given us the runaround and have not provided a proper solution. We have not been able to grow grass, and the drainage problem is now affecting our neighbors on both sides. The lack of resolution is unacceptable and a clear breach of our warranty agreement. We are still dealing with this issue more than a year later, and Rockford's inaction and poor communication have made the situation even worse. I urge the Better Business Bureau to intervene promptly to ensure that Rockford addresses these outstanding concerns immediately. Your assistance in facilitating effective communication with Rockford and holding them accountable for their obligations would be greatly appreciated. Thank you for your attention to this matter.

  

  Business response

  06/25/2024

  Good afternoon,

  We understand the customer would like to have the yard drainage issue resolved. The situation unfortunately involves multiple lots and lots currently under development behind the property in question. The timing to tie all of these lots in together is unfortunate but is now moving forward. The lots behind this home are now completed. They are sodded and the drainage area will no longer be affected by erosion/silt fill. A contractor/specialist is scheduled to drop off equipment tomorrow/review the scope of work for repair and begin work ASAP.

  Customer response

  06/26/2024

  Dear Better Business Bureau,
  
  I originally submitted my complaint on June 18, and today, June 26, a contractor hired by Rockford showed up and started digging up our yards. This entire ordeal has been incredibly frustrating, and it feels like we are back at square one, having to start all over with growing grass. We are still waiting for sod on the side of our house, adding to the ongoing issues.
  
  To make matters worse, Rockford did not provide any prior notification—no phone call, no text message, no email—informing us that the team would be out. Fortunately, some of us and our neighbors were home and could talk to the contractor, but this action, taken in response to our complaint, was done with no communication or options provided to us. They just started digging up the yard without any notice.
  
  This lack of communication and consideration is unacceptable and has only added to our frustration. We appreciate the BBB’s assistance in facilitating communication to Rockford and holding them accountable for their obligations. 
  
  Thank you for your attention to this matter.

  Customer response

  06/26/2024

  Dear Better Business Bureau,
  
  
  I originally submitted my complaint on June 18, and today, June 26, a contractor hired by Rockford showed up and started digging up our yards. This entire ordeal has been incredibly frustrating, and it feels like we are back at square one, having to start all over with growing grass. We are still waiting for sod on the side of our house, adding to the ongoing issues.
  
  
  To make matters worse, Rockford did not provide any prior notificationno phone call, no text message, no emailinforming us that the team would be out. Fortunately, some of us and our neighbors were home and could talk to the contractor, but this action, taken in response to our complaint, was done with no communication or options provided to us. They just started digging up the yard without any notice.
  
  
  This lack of communication and consideration is unacceptable and has only added to our frustration. We appreciate the BBBs assistance in facilitating communication to Rockford and holding them accountable for their obligations. 
  
  
  Thank you for your attention to this matter.

  Customer response

  06/26/2024

  Dear Better Business Bureau,
  
  
  I originally submitted my complaint on June 18, and today, June 26, a contractor hired by Rockford showed up and started digging up our yards. This entire ordeal has been incredibly frustrating, and it feels like we are back at square one, having to start all over with growing grass. We are still waiting for sod on the side of our house, adding to the ongoing issues.
  
  
  To make matters worse, Rockford did not provide any prior notificationno phone call, no text message, no emailinforming us that the team would be out. Fortunately, some of us and our neighbors were home and could talk to the contractor, but this action, taken in response to our complaint, was done with no communication or options provided to us. They just started digging up the yard without any notice.
  
  
  This lack of communication and consideration is unacceptable and has only added to our frustration. We appreciate the BBBs assistance in facilitating communication to Rockford and holding them accountable for their obligations. 
  
  
  Thank you for your attention to this matter.

  Customer response

  06/28/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  I am rejecting this response because:I originally submitted my complaint on June 18, and on June 26, a contractor hired by Rockford showed up and started digging up our yards. This entire ordeal has been incredibly frustrating, and it feels like we are back at square one, having to start all over with growing grass. We are still waiting for sod on the side of our house, adding to the ongoing issues.
  
  To make matters worse, Rockford did not provide any prior notificationno phone call, no text message, no emailinforming us that the team would be out. Fortunately, some of us and our neighbors were home and could talk to the contractor, but this action, taken in response to our complaint, was done with no communication or options provided to us. They just started digging up the yard without any notice.
  
  This lack of communication and consideration is unacceptable and has only added to our frustration. We appreciate the BBBs assistance in facilitating communication to Rockford and holding them accountable for their obligations.  
  
  Regards,
  
  ***************************

  

  Business response

  07/02/2024

  The excavation team started the grade work and the repair is in process.The extent of the repair is regrade/re-sod and does not require consultation regarding the scope of work.

   Work being completed on the exterior of the home is done weather permitting making notifications volatile. 

   It is Rockford Homes intention to complete the grade work and re-sod the affected area ASAP. Notification of scheduled work will be provided as we receive notification from our vendors.

  Customer response

  07/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21863837
  
  I am rejecting this response because: 

  I am writing as a deeply frustrated homeowner who has lived in my house for over 16 months with a backyard that remains unusable. The recent visit by your contractor to re-grade the yard has not resolved the issue. As shown in the previous pictures provided to the BBB via email. The slope is still very severe, making half of our yard unusable. We believe that if the sod is placed with this current angle, we will soon face the same problem of standing water during heavy rains, putting us back to square one.
  
  We did speak with someone at Rockford last Friday, which was our first telephone communication. During this call, they said they were going to come out this week, the week of July 8, to actually look at it. This will be the first time theyve actually looked at it, and they have been doing all of this blindly, which is extremely frustrating. They assured us they were going to resolve our issues.
  
  However, I am still rejecting this because we still have no resolution and we have to fight for everything for our backyard. Additionally, it is extremely disappointing that the company chooses to only respond to BBB messages and fails to contact us via text, email, or phone call. This lack of direct communication is unacceptable and has only added to our frustration.
  
  Moreover, the regrading work has broken our invisible fence, and we have been assured that Rockford Homes will cover the cost of its replacement. We would like this commitment in writing. Furthermore, we expect written assurance that if standing water issues persist after the sod placement, Rockford Homes will reevaluate and rectify the situation. We will not sign off on this work until we are 100% satisfied. We paid a significant amount for our home and the land it sits on, and we expect our warranty to be fully upheld.
  
  While we understand that exterior work is weather-dependent, the communication and coordination regarding the scheduling and scope of work have been inadequate. We urge Rockford Homes to address these concerns promptly and to provide a permanent solution to the grading issue. Clear and direct communication moving forward is essential.
  
  We look forward to a swift and satisfactory resolution to this matter.
  
  Regards,
  
  ***************************

  Customer response

  07/22/2024

  Following up. Sod has been layed, however as mentioned and brought up to the company water is pulling in the swell. It’s been 72 hours and it’s sitting water after 90 degree weather! Unacceptable. Also, unbelievable they have requested more time to respond 

  

  Business response

  07/22/2024

  Rockford Homes has completed the yard repair for this home. New sod was installed in lieu of the original seed and straw that was purchased. This was done as a courtesy for the buyer’s inconveniences. 
  

  The new sod requires 1” of water per day until it takes root. This initial watering can overwhelm the drainage swale. Several lots surrounding the property which utilize the same drainage swale have also recently been sodded and are being watered aggressively. The drainage swale will remain wet until the new sod is established and normal watering cycles are set up.

  
  Standing water after 72 hours as an issue is for established swales after normal rain events, not newly laid sod.  Once their sod takes root and the watering is cut back on these lots, the swale will work as it should.
  

  
  

  Customer response

  08/08/2024

  Re: You have a new message from the BBB of ************ in regards to your complaint #********.
  5 messages
  *********************** <**********************> Sat, Jul 27, 2024 at 8:35 AM
  To: Better Business Bureau <********************************************************>, ******************************************** ************* <*****************************************************************>
  Hello,
  
  Dear Better Business Bureau,
  
  I am writing to request the reopening of our dispute case with Rockford. I do not understand how this dispute can be considered closed when the issue remains unresolved. Attached, you will find a video and pictures clearly showing that the problem of excessive standing water persists, as initially noted in our complaint.
  
  Despite our efforts to address this with Rockford, the issue has not been fixed, and its not due to constant rain. If this continues into 2025, the situation will only worsen.
  
  Standing water can cause several problems:
  
  1. Root Rot: Excess water prevents roots from getting enough oxygen, causing them to rot and die.
  2. Poor ***************** Overwatered sod doesnt develop deep roots, leading to weak growth.
  3. Fungal Diseases: Soggy conditions promote fungi, which can damage or kill the grass.
  4. Insect Infestation: Wet conditions are ideal for pests, further harming the lawn.
  
  The sod should be moist but not waterlogged. Standing water prevents it from establishing a strong root system, leading to a muddy yard and potentially dead grass.
  
  I urge the BBB to reopen this case and contact Rockford to ensure this issue is resolved immediately.
  
  
  
  
  
  
  Thank you for your attention to this matter.

  Customer response

  08/21/2024

  
  ---------- Forwarded message ---------
  From: *********************** <**********************>
  Date: Tue, Aug 20, 2024 at 8:48 PM
  Subject: **** 55 Invoice for Dog Watch Fence Repair
  To: Better Business Bureau <********************************************************>, <*******************************************>, ************* <*****************************************************************>, *********************** <************************************;
  
  
  Hello, 
  
  I wanted to inform you that we have successfully fixed our Dog Watch fence. I have attached the invoice for the repair to this email.
  
  I expect prompt payment for this expense. Please let me know how you plan on issuing the payment. We can either arrange to pick it up at the office, or you can send it directly to our address.
  
  Thank you for your attention to this matter. I look forward to your prompt response.
  
  
  On Aug 7, 2024, at 4:11 PM, *********************** <**********************> wrote:
  
  
  I am following up on our previous discussions regarding the lawn watering issue. I have attached a recent photo and video for your reference.
  
  In the footage, it is evident that only one house is actively watering their lawn. The other two lawns are visibly turning brown and show no signs of sprinklers being used.
  
  I urge you to review the attached materials and verify the situation for yourself. Please provide me with a prompt response and any steps you plan to take to address this discrepancy.
  
  
  
  On Aug 7, 2024, at 3:44 PM, *********************** <**********************> wrote:
  
  
  Rockford responded to our BBB message, stating that they stand by their original position. It is evident that they have neither visited the location nor reviewed the videos or pictures we provided. This stance contradicts the communication we received from ***, the supervisor at Overlook, who confirmed via text that a team will be out on Friday morning. Please see the attached screenshot for verification.
  <image0.png>
  <image1.png>
  
  On Aug 6, 2024, at 7:09 AM, *********************** <**********************> wrote:
  
  
  Good Morning,
  
  Please see the emails below from our adjoining neighbors in Lot 54, who have been attempting to contact Rockford via email with no response.
  
  Additionally, I have attached a video demonstrating the severe water pooling in our yard. We urgently request BBBs assistance in compelling Rockford to rectify this issue.
  
  Thank you for your attention to this matter.
  
  
  
  Begin forwarded message:
  
  From: *********************** <************************************;
  Date: August 6, 2024 at 6:41:24 AM EDT
  To: *********************** <**********************>
  Subject: Fwd: Drainage Lot 54 Overlook/2308 
  From: ************* <*********************>
  Date: August 4, 2024 at 8:56:42 PM EDT
  To: ************* <*****************************************************************>, ****************************** ********************* <*******************>, *********************** ***************** Brianehiggins ******************************************* ********************* <***********************************>
  Subject: Re: Drainage Lot 54 Overlook/*************************************
  
  
  Dear ********** and Rockford *************:
  
  We are writing to update you on the drainage on our Lot, Brookside Lot 54 and the adjoining lots.
  
  We acknowledge Rockford Homes has been trying to correct the situation.
  
  With the recent grading, the drainage across Lot 54 was improved. With the addition of sod, we have had a return of the ponding on our lot and the adjoining Lot 55. Water is ponding in part of the swale across our yard. We measured the ponding after 4 days without watering or rain. (July 29 to 8/2/24). The ponding extended 21 feet off the property line with Lot 55 into our lot. There is an equal amount of ponding along the property line shared between Lot 54 and Lot 55 extending about the same distance from the back of the to the street, ************* The water on the section has decreased since it has been measured. The stagnating water is starting to grow algae and smell. The property should be walked to evaluate the ponding (or swamping!).
  
  The only adjoining lot that has been continuously watering is Lot 52.  With the grading of Lot 52, minimal water drains onto our lot or adjoining lots. To our knowledge, Lot 51 has not watered since July 29. Based on this information, watering of adjoining lots should not be a factor in the water retention ponding on the affected lots, including Lot 54.
  
  We do not know why the plan to place a physical drain to carry water off and through Lot 54, Lot 55 and Lot 56 to the retention pond was scrapped. This option appears to have been a more effective choice previously and now.
  
  We have been following the drainage issues on the adjoining lot posted on the BBB website.
  
  We are asking if Rockford homes will evaluate the water drainage and address the issues we and the surrounding lots are experiencing.
  
  We appreciate your time and efforts,
  
   
  
  ***** and *********************
  
  ************
  
  ************
  
  
  
  On Monday, June 24, 2024 at 09:39:15 AM ****************** <*********************> wrote:
  
  
  Last images
  
  Thank you for your efforts,
  
  *** and *************************
  
  On Monday, June 24, 2024 at 09:37:20 AM ****************** ****************************************** wrote:
  
  
  Additional images
  
  On Monday, June 24, 2024 at 09:33:48 AM EDT, Brianehiggins <*********************> wrote:
  
  
  Dear Rockford *************:
  
  This email is to ask for an update and provide information related to the drainage project on Lot 54 of The Overlook and the surrounding Lots/Properties. We acknowledge Rockford Homes is diligently working to resolve the drainage issue.
  
  We understand from *********************, the pending project will include a drain which will carry water to the retention pond at the end of ****************
  
  Videos and pictures of the water draining through Lot 54 and surrounding properties are provided for information. Hopefully, the images may be of benefit with your planning. These images will be delivered in several emails.
  
  In preparation for the project, we are asking if there is anything we need to do to get our lot ready.
  
  We are asking if there is an estimated time for the drainage project to begin.  This would be helpful in our future planning for backyard projects we have put hold, building a deck and landscaping. Our invisible dog fence was damaged during the initial drainage project and if it will be a while before the project, we will need to make a temporary repair.
  
  We thank you for your time and look forward to your response.
  
   
  
  *** and *************************
  
  ************
  
  ************
  
  
  
  On Sunday, March 17, 2024 at 08:39:02 PM ****************** <*********************> wrote:
  
  
  Good Morning **** and *************:
  
  On 4/19/24, I wrote the attached email asking to speak **** because I had questions after he talked to my wife, ***, about our and the adjourning properties drainage issues.  One month later, I have not heard from **** or *************. This is both disappointing and frustrating.
  
  We continue to have a swamp as an extension of the pond of water on Lot 55.  The swamp is 13 feet into our property and measures no less than an inch deep.  It does not drain. We were told previously, this would be addressed by Rockford Homes. **** told my wife dirt would be placed to correct the grade.
  
  Since my last email, the closest thing to an update is from our neighbor on Lot 55 in the Overlook,  Lancaster and more recently from the prospective neighbor building on Lot 52, behind us.
  
  The neighbors on Lot 55 reported to us, Rockford Homes is going to regrade.  Our Lot 55 neighbors mentioned they have a video from Rockford Homes explaining the re-grading. Can we get a copy of this plan and video? Does the re-grading include our property to aid in draining of our swamp?
  
  The prospective neighbors building on Lot 52 behind us, told my wife, ***, a drainage ditch would be dug form Lot 52 to our Lot, Lot 54, to assist with their drainage. The Lot 52 neighbor was concerned our flower bed would be affected.  Is this reported plan correct? If a drainage ditch is going to be dug across our property, wouldn't common courtesy apply and Rockford Home notify us?
  
  In our initial email sent to Rockford Homes about the drainage issue, we included the drainage map and correspondence from *******************************, Stormwater Manager City of *********, reporting our property  grading was incorrect.  Rockford had a surveyor evaluate the grading and drainage. We requested a copy of the Rockford Homes report rom the new surveyor. Again, this questions was not addressed. 
  
  Was a new drainage grading plan submitted to the City of *********?
  Which of the above reports from our neighbors of how Rockford Homes is going to address the mutual drainage issue correct? 
  
  To get a response, do we have to make a report to the Better Business Bureau or engage an attorney to obtain a response and a copy of Rockford Homes' plan to address the multiple home owners drainage concerns, all of which will to drain onto and through our property?
  
  I believe one month is long enough time for a response. Please do not send a "we are looking into the issue" response.
  
  We look forward to a timely response, 
  
  ***** and *********************
  *******************************************************
  ***: ************
  *****: ************
  
  
  On Monday, February 19, 2024 at 09:01:02 AM EST, Brianehiggins <*********************> wrote:
  
  
  Good morning **** and *************:
  
  ****, we appreciate you coming to our house, Lot 54, and discussing the drainage issues on  both lots 54 and 55 with *** last week.  *** mentioned you felt part of the problem is the sod on our property is elevated and dams up the water.  This may occur, but it is not the only reason.  When water is pooling on Lot 55, there is a collection of water on Lot 54, "the swamp".  You may not see the water on  the Lot 54 swamp, if you walk through it, your shoes and socks get wet. This implies the drainage across our lot is not working well.  We hope this will be addressed.
  
  A surveyor was out last week on behalf of Rockford to evaluate the drainage.  Can we have a copy of the report?
  
  I would be glad to talk to you by phone or in person. I am off on Mondays.
  
  Thank you,
  
  *************************
  ************
  
  On Tuesday, February 13, 2024 at 08:27:07 PM EST, ************* ****************************************** wrote:
  
  
  ****:
  
  I am forwarding this email we sent to Rockford ************* yesterday after we received the report from *******************************, Stormwater Manager City of **********
  
  As of today, we have not heard directly from Rockford ************* regarding the drainage issue on our property, Lot 54.
  
  I would like to confirm Rockford is going to address the drainage issue on BOTH properties, Lot 54 and 55.
  
  Appreciate your help,
  
  *************************
  ************
  
  ----- Forwarded Message -----
  From: Brianehiggins ******************************************
  To: ************* <*****************************************************************>; ********************* <*******************>; brianehiggins <*********************>
  Sent: Monday, February 12, 2024 at 07:06:58 PM EST
  Subject: Drainage Lot 54 Overlook/******************************************************
  
  Dear *************:
  
  We are writing to ask for an update on the drainage issue on our property.
  This was reported in November of 2022 and acknowledged by *************************** in an email dated 11/30/22.
  To date, this has not been addressed.
  Our neighbor in Lot 55 shares the same drainage issue, ponding of water between our shared property line.
  We contacted the City of ********* about the drainage issue on our adjourning properties (Lots 54 and 55).
  
  The Stormwater Manager, *******************************, sent an inspector and reviewed available information, including the drainage plan submitted by Rockford Homes to the City of *********. ********************** concluded the drainage for Overlook Lots 54 and 55 are not in compliance with the drainage plan submitted by Rockford Homes to the City of **********
  
  To correct the drainage issue, it appears both Lot 54 and 55 need to have the problem addressed.
  
  With the new construction behind Lots 54 and 55, which are significantly elevated and Lot 51 graded to drain onto Lots 54 and 55, and Lot 52 grading pending, the poor drainage situation will get worse.
  
  A copy of ************************** report is attached.
  
  A copy of the report was provided to our neighbors on Lot 55.
  
  We await your reply.
  
  Sincerely,
  
  *************************
  ************
  ********************************************************

  Customer response

  09/11/2024

  Rockford recently installed a drain on three properties, including ours. We are currently in the process of watering the area and working to keep the grass alive, as the tractor caused some damage while moving between the lawns. Although Rockford did damage our existing lawn, we believe the overall issue has now been resolved.
  
  That said, we want to express our disappointment in how long it took to reach this resolution. We feel that installing the drain should have been the first course of action, rather than taking the extended amount of time that it did.
  
  Thank you for your assistance in this matter

• Initial Complaint

  05/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We closed our home with Rockford in Feb 2023. Early 2024 (Jan/Feb) we found out that mice infiltrated, made nests, and left feces all over insulation panels in our basement due to the gaps between basement windows and the walls. Rockford came fixed/closed the gaps. However, the cleanup was never done properly and the Rockford guy (Jay) lied to us twice First time, he said he cleaned it up and replaced the panels that were infected. However, later on, my husband found out 2 panels around our kid toy storage were full of feces. We called him and he didnt respond for weeks. He finally came and cleaned it up again and he said that everything was fixed/cleaned this time and he checked all panels. We trusted him and signed off the 1-year warranty list, but more than 1 month later, my husband found out more panels with the same problem. He seemed to be nice, we trusted what he said and now we realized his dishonesty! It is not just that. Rockford left a hole right below the garage wall and the mice infiltrated our garage and made nests in a grill. Just terrible things to happen for a new build. Rockford was careless and unprofessional in building. But how the situation was handled was even worse.

  

  Business response

  06/03/2024

  On 5/31 at 8am, the Rockford Customer Care Team arrived at **** ***** ****** **. to remove all affected band board insulation, clean the mess left by mice, and replaced the band board insulation with new. We understand that the buyers were pleased with this and would like to retract their complaint.

  We appreciate the opportunity to make things right and are truly sorry for the inconvenience.

   

  Thank you

   

  Customer response

  06/14/2024

  
  Hello,
  
  We would like to "Accept Business Response". Our complaint ID number ********
  
  Please let us know if anything else is needed.
  
  Thank you,
  *******

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Rockford regarding the unresolved issues we have encountered after the purchase of our home in February 2023. We diligently followed the correct procedures and contacted Rockford for our 90-day inspection as per the warranty agreement. During the inspection, an issue with our shower drain was documented, and we were assured that a plumber would address the problem. Additionally, we reported water pooling in the back of our yard, a concern that was documented in in our report. While we have a completed warranty inspection sheet, indicating that most items were addressed, we have neither seen nor heard from a plumber, and the warranty department has been unresponsive to our concerns about the backyard issue. Despite numerous attempts to contact Rockford's main office and specifically the warranty department, we have been denied direct communication. I have left my contact information with Rockford's main office, requested a callback, and even sent detailed emails with accompanying pictures of the issues. Unfortunately, our efforts have not yielded any response. With ongoing construction behind our house, exacerbating the backyard problem, it is crucial that Rockford addresses these issues promptly. Given that our inspection was conducted in May 2023 and it is now December, the lack of resolution is not only frustrating but also a breach of the warranty agreement. I have perused reviews from other homeowners, and it appears that our experience is not isolated. I am reaching out to the Better Business Bureau in the hope that your intervention will prompt Rockford to address these outstanding concerns promptly. Your assistance in facilitating communication with Rockford's warranty department and ensuring a resolution to our issues would be greatly appreciated. Thank you for your attention to this matter.

  

  Business response

  12/19/2023

  During a phone conversation with Ms. **** on Monday 12/18, it was indicated to me that the plumber had reached out to her earlier that day to let her know that they will replace the master shower strainer as soon as they have one in their possession. It was during this conversation that I informed Ms. **** that Rockford will revisit the standing water in her rear swale in the spring, when the adjoining lots under construction are being addressed. We apologize for our part in the miscommunication concerning these two items, as we were under the impression these issues were discussed with the buyer and/or completed.

  Customer response

  07/29/2024

  On Jul 27, 2024, at 8:35 AM, *********************** <**********************> wrote:
  
  
  Hello,
  
  Dear Better Business Bureau,
  
  I am writing to request the reopening of our dispute case with Rockford. I do not understand how this dispute can be considered closed when the issue remains unresolved. Attached, you will find a video and pictures clearly showing that the problem of excessive standing water persists, as initially noted in our complaint.
  
  Despite our efforts to address this with Rockford, the issue has not been fixed, and its not due to constant rain. If this continues into 2025, the situation will only worsen.
  
  Standing water can cause several problems:
  
  1. Root Rot: Excess water prevents roots from getting enough oxygen, causing them to rot and die.
  2. Poor ***************** Overwatered sod doesnt develop deep roots, leading to weak growth.
  3. Fungal Diseases: Soggy conditions promote fungi, which can damage or kill the grass.
  4. Insect Infestation: Wet conditions are ideal for pests, further harming the lawn.
  
  The sod should be moist but not waterlogged. Standing water prevents it from establishing a strong root system, leading to a muddy yard and potentially dead grass.
  
  I urge the BBB to reopen this case and contact Rockford to ensure this issue is resolved immediately.
  

  
  

  

  Business response

  07/29/2024

  Rockford Homes stands by the fact that the repairs to the swale and the introduction of sod, as opposed to seed and ******************** greatly improve the drainage on these lots. Please keep in mind that this swale services multiple surrounding properties, all of which have new sod and are being watered.

  Customer response

  08/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21022367
  
  I am rejecting this response because:  While we appreciate your efforts to improve the situation with the repairs to the swale and the introduction of sod, we must emphasize that the current condition is far from acceptable.
  
  The standing water in our yard is severe, to the point where algae are growing and attracting numerous bugs. This is not a normal occurrence and indicates a significant drainage problem. We have attached photos that clearly show the extent of the issue. We strongly urge you to visit the site personally to witness the problem firsthand.
  
  While it is true that the swale services multiple surrounding properties, the section of our yard affected by this issue is not functioning correctly and needs to be built up to ensure proper drainage. The condition of the other properties does not negate the fact that our yard is experiencing significant water retention.
  
  We are requesting a thorough reassessment and appropriate corrective action to address this specific section of our yard. Ensuring proper drainage is crucial for the usability and health of our property.
  
  Regards,
  
  ***********************

  

  Business response

  08/05/2024

  Rockford Homes continues to stand by the fact that the repairs to the swale and the introduction of sod, as opposed to the originally selected seed and ******************** greatly improve the drainage on these lots. Please keep in mind that this swale services multiple surrounding properties, all of which have new sod and are being watered. Rockford will be more than happy to assess the drainage in these yards again, once the watering is complete and the sod is established.

  Customer response

  08/07/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21022367
  
  I am rejecting this response because: That statement is incorrect. As of Tuesday, August 6, we have confirmation from ***, the supervisor, that a team will be out on Friday morning. Please see the attached screenshot for confirmation that the company will come back out and place a drain. Additionally, if they were to actually come out and see it in person or even take the time to look at the video and pictures, you can clearly see that the space has standing water. There is no sod growing.
  
  Regards,
  
  ***********************

  

  Business response

  08/08/2024

  Now that the initial watering has decreased for the new sod, Rockford will assess the area under these normal conditions, as explained in our prior response in this forum. We are reassessing the issue with the contractor on Friday, 8/9/24. 

  Customer response

  08/09/2024

  ---------- Forwarded message ---------
  From: *********************** <**********************>
  Date: Wed, Aug 7, 2024 at 4:11 PM
  Subject: Re: Drainage Lot 54 Overlook/*************************************
  To: Better Business Bureau <********************************************************>, <*******************************************>, ************* <*****************************************************************>
  
  
  I am following up on our previous discussions regarding the lawn watering issue. I have attached a recent photo and video for your reference.
  
  In the footage, it is evident that only one house is actively watering their lawn. The other two lawns are visibly turning brown and show no signs of sprinklers being used.
  
  I urge you to review the attached materials and verify the situation for yourself. Please provide me with a prompt response and any steps you plan to take to address this discrepancy.
  

  
  

  Customer response

  08/19/2024

  --------- Forwarded message ---------
  From: *********************** <******************>
  Date: Thu, Aug 15, 2024 at 4:34 PM
  Subject: Re: You have a new message from the BBB of ************ in regards to your complaint #********.
  To: Better Business Bureau <********************************************************>, <*******************************************>
  
  
  Hello,
  
  We would like to request and extension on replying back to the business. They have started to fix the lawn by installing a drain but want to ensure its complete and any damage done is repaired. 

  

  Business response

  08/21/2024

  
  ---------- Forwarded message ---------
  From: ************* <*****************************************************************>
  Date: Wed, Aug 21, 2024 at 10:08 AM
  Subject: RE: **** 55 Invoice for Dog Watch Fence Repair
  To: *********************** <**********************>, Better Business Bureau <********************************************************>, ******************************************* <*******************************************>, *********************** <************************************;
  
  
  Good morning *******,
  
   
  
   
  
  This invoice has been received and will be processed by our accounting department. The reimbursement check in your name will then be mailed to your address.
  
   
  
  Sorry for the inconvenience.
  
   
  
   
  
  Thank you
  
   

• Initial Complaint

  06/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: Mar 02 2023 Purchased from Rockford Homes - Micheal K*** - ** ** ***** Amount Paid: 725k+ What Agreed? - Rockford commited to install seed and sod in a month i.e. April 2023 Nature of Dispute - Rockford doesn't treat customer fairly. I didn't get seed and sod installed for 3 months while many houses closed after mar 02 2023 got seed and sod. And one house got the seed and sod even before closing. Rockford Homes has not tried to resolve it and always provided reasons of not treating me fairly.

  

  Business response

  06/12/2023

  
  We appreciate the opportunity to respond to the customers complaint.

  
  Our team has reviewed and explained the escrow agreement as part of our contract with the customer. Rockford has made no deviation from our agreement. We do not now or ever make claims to specific timelines for the completion of escrow related installations. We can only provide estimates based on the information we receive from the vendors completing the installation. The nature of the escrow installations is volatile relating to many factors of which we have explained at length to the customer. The seed and straw will be installed as soon as possible weather permitting per our contract.

   

  
  

  Customer response

  06/18/2023

  I have paid for the service that i haven't recieved and i am paying daily interest to the bank for the service that is not yet delivered. I have given the money so nothing else matter.

  I understand the weather reasoning but when the weather was good the company serviced the customer that were behind me. I feel that the company has not treated me fairly.

   

  Lastly, I haven't received call from the person who sold me the house and signed the final paper work.
  
  Regards,
  
  ***** ****

  

  Business response

  06/20/2023

  Rejecting our explanation of how weather related escrow items are handled, will not help to get the rear yard seed installed any faster. Please be patient, we have every intension to install/plant your rear yard seed in a timely manner. We hope that our vendor will get the work completed with in the next couple weeks. 

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed our new home with Rockford, and our scheduled closing date is set for June 1st, 2023. Rockford did a terrible job with our roof installation. Roof has been in place for almost 6 months. Despite the nearing closing date, we are faced with ongoing problems such as missing gutter aprons, inadequate sealing, and shingles that are easily lifted with just fingers and constantly flapping in the mild winds. Sales person and construction manager pushing hard to get the closing done without giving any assurance of addressing and rectifying these critical issues. I’m surprised how city and county inspectors signed off on this improper installation and not meeting the code standards. Sales person keep stressing that it has been approved by BIA, City, county inspectors and doesn’t matter what private inspection reports says. I’ve done inspections with three different certified roofing companies and all of the reports clearly states that the absence of gutter aprons is a direct violation of the code standards and poses a potential risk for water damage and improper drainage. Additionally, the inadequate sealing and easily lifted shingles raise concerns about the overall durability and protection of the roof. I am extremely disappointed by Rockford's handling of this matter, as it goes against the quality craftsmanship, and customer service that should be upheld during the construction process. We firmly believe that as consumers, we have the right to a safe and properly constructed home, and it is the builder's responsibility to deliver on these expectations. I have attached copies of the private inspection reports and these materials serve as substantial evidence of the issues at hand and support the urgency of our complaint. We deeply regret our decision to choose Rockford and invest nearly a year and a half, as there are numerous other builders available who offer superior quality and customer experience.

  

  Business response

  05/30/2023

  Good morning, 

  We received the inspection report and notification of roofing issues late on 5/25/23 heading into a holiday weekend. Our sales models are closed on Thursday and Friday, so we were unable to respond. I feel that a complaint to the BBB is not warranted since we were just notified of the concerns. We must be given the opportunity to review the inspection report and have our personal review the items of concern. The home will be built to industry standards and we will address each and every concern on the inspection report. We offer a one year top to bottom warranty and will honor and repair/replace any items that are not installed to industry or manufacturers specifications 

  Customer response

  05/31/2023

  I agree that the inspection reports were sent on 05/25/23, as I was unable to schedule any inspections until the home was fully ready. I did notify the construction manager about the roofing issues and other concerns raised in the report during the home owner's orientation. Additionally, I visited the sales model on 05/27 and had in person conversation with the sales representative and she clearly stated that 'we do not care about the private inspection reports'. I must disagree with builder statement that "the home will be built to industry standards and we will address each and every concern on the inspection report." Unfortunately, most of the issues outlined in the inspection report were never addressed. 
  During my visit to the house today, it's just a day before the closing, I was disappointed to find that the construction manager showed little interest in addressing the cabinet alignments, as well as the chips and dents on the doors that were noted during the final walkthrough. It seemed as though my concerns were not being taken seriously.
  In addition to the unresolved issues, I must express my disappointment with the overall quality of the house's finishings. They do not meet the standards I have seen in other Rockford model homes, and they are of substandard quality.And I don't understand why Rockford keeps insisting on claiming the warranty for all the glaring issues even before closing.

  Customer satisfaction should be a top priority for any reputable builder. I had high expectations for the quality of service and workmanship, given Rockford's reputation. Also, it's quite disappointing to see the salesperson's response after signing the contract.

  The only satisfactory thing in all of this was that the builder held the roof contracting vendor accountable for the roofing concerns, which was my utmost concern.
  
  

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

  

  Business response

  06/01/2023

  We have built the home to meet or exceed industry standards. Each home is hand built and will may have minor imperfections, these imperfections exist in every home and every model home. Please review the Limited Warranty Agreements and Guidelines for New Homes link that was resented at time of contract. 

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently closed on my new home constructed by Rockford. When we signed the contract last year Rockford included a standard features list in my contract signing packet which states that my new home will have interior walls with 16 on center stud spacing but I found out that Rockford built my home with 19.2 on center stud spacing and when I brought it to their notice they pointed me to the disclaimer on the standard features list sheet which states that Rockford reserves the right to change/replace any item on it at any time without any notice. But the contract I signed with them also states that "Rockford reserves the right to make minor revisions/or substitutions provided they are of equal and greater quality and value to the item being replaced". I don't think 19.2 OC stud spacing is of equal or greater quality and value to the 16 OC stud spacing, when I pointed this out to them I didn't get any response back. I'm glad in a way that they decided to just change the stud spacing but not change my central air to window A/c units as central air is also part of the standard features list and they could have changed it if they wanted to.

  

  Business response

  09/09/2022

  All the exterior walls are framed 16" OC on this particular home. The interior walls may vary from 16" to 24" to accommodate mechanicals. These variations in interior wall framing dimensions were conveyed to the homebuyer onsite by the Construction Supervisor. Sorry, but we will not be financially compensating the homebuyer. 

  Customer response

  09/10/2022

  I am rejecting Rockford's response. 

  I don't understand why Rockford keeps bringing up stud spacing of exterior walls when my complaint is solely about interior walls which are not framed with 16 OC spacing as stated on the standard features sheet attached to my complaint. Here is the response I got from Rockford sales rep when I brought up this issue with her "I brought this up to management and spoke to David. He stated that your exterior walls were framed at 16” on center and that it was only certain non-load bearing interior walls that were framed at 19.2” on center. There is a disclaimer on the bottom of the standard features list that you initialed that states that we reserve the right to make modifications or revisions to specifications, dimensions, product features, design…etc.". As you can see she clearly states that interior walls in our house are framed at 19.2" OC and this was done because they can pretty much make any changes they want(attaching copy of the email). Also attaching a picture of the interior wall that I took during the building process which has studs spaced out at 19.2" OC and it was not done to accommodate any mechanicals. So the claim that "The interior walls may vary from 16" to 24" to accommodate mechanicals" is incorrect. 

  I understand construction of a house is a complex process and some mistakes are bound to happen. Some builders accept the mistakes done and try to do right by the customer and some try to fall back on the fine print in the spec sheet or contract.

  P.S. I didn't even ask for a financial compensation. I asked to throw in garage door openers or drywall my garage exterior walls in compensation for it.

   

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

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We closed on our home with Rockford on 4/18/22. Per our agreement, Rockford provides a 90-day and a 1 year warranty visit. We supplied Rockford with our list 86 days after closing on 7/13/22. They scheduled a customer service technician to come out on 8/3/22. We walked the entire property inside and out. He generated a thorough list of items that need addressed and scheduled the work to be completed on 9/7/22 at 9am. He also stated he would share the list with us and let us know if there were any items they would not take care of but we did not receive either of those. We were responsible for moving furniture and marking problem areas with blue tape prior to their arrival on 9/7. We spent a few hours doing that the evening of 9/6. On 9/7, we paid for our daughter to go to daycare to give the workers unobstructed access to our home with no distractions as they requested. My wife and I both took the day off work to assist with any questions during the appointment. Rockford and their subcontractors failed to show up on 9/7. We received no notification that our appointment was canceled or that no one would be showing up. We spent 45 minutes attempting to reach out to figure out where they were when we were finally notified that there was an error on their side when scheduling the subcontractors. We are looking for an immediate resolution to have these subcontractors address the issues in our home per our agreement ASAP. Most of these items have been outstanding for almost 2 months while a few are still lingering from our closing punch list in April. if they are unable to complete this work by the end of the week, we will be seeking compensation for the time we spent moving furniture, marking problem areas, paying for childcare, and taking off work for an appointment Rockford scheduled but failed to show up for.

  

  Business response

  09/08/2022

  Unfortunately our service technician had a ******* ********* yesterday and did not inform anyone in the office. It is my understanding that our ******** ** *******. Elliot ****, contacted you immediately after you called into the office. We apologize for the inconvenience and Elliot will be reaching back out to you today after he retrieves the paperwork from the service tech. We will reschedule the service appointment as soon as possible, at your convenience. 

  Customer response

  09/08/2022

  I am rejecting this response because: This is not what Eliot told me yesterday.  He stated the technician ** ****** ***** *** ******** ******* ** * ******* *********.  Even if that is the case, there should have been numerous subcontractors arriving at my house yesterday regardless of what is happening with Rockford's technicians.  Rockford failed to schedule their subcontractors for the agreed upon date.  It is that simple.  As I stated in the original complaint, we are seeking a refund for the wasted time, work, and expenses we made to accommodate Rockford's visit.  

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

  

  Business response

  09/09/2022

  There is absolutely no misleading what so ever. We simply had an ******** **** ******* *********** ******* ****** **** ******** *** ***********. Sorry that one of our ********* *** ********* ***** ** ******** and perform your service work, we were unaware of the severity of the situation. Our Director of Service has picked up the ball and will schedule your service work to be completed as soon as possible. 

  Customer response

  09/09/2022

  I am rejecting this response because: they have provided no resolution. They clearly stated this was a ******* ********* and that’s why no one showed up, but it’s their failure to schedule and communicate. Once again they take no responsibility. This is Rockford’s problem and we are the ones that have to suffer because of it. Per our original complaint, we gave them until today to resolve these issues and that has not happened. There has been no resolution and no follow up services scheduled. There is also no resolution to the rectify our wasted time and money. Once again, this complaint will not be closed until they actually address these issues in our complaint caused by their mistakes. 
  
  Regards,
  ******* *****

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 3 yr old Rockford home. Recently the roof started leaking and water was coming down through the the ceiling fan in my sons room. I had a roofer come out. He provided me with pictures of shingles installed missing chunks out of them, and explained there was too many minor mistakes and poor craftsmanship for a new build. I reached out to Rockford to request reimbursement of $210 to fix the issue and requested they cover the cost for a 3rd party inspection of roof and sheathing. They declined and claimed wind damage. These shingles were installed with missing sections and need to be held accountable for the poor craftsmanship.

  

  Business response

  08/30/2022

  We have review the photographs and discussed the situation with our professional installation company and they have reviewed discussed the photographs with Certainteed the shingle manufacturer. It appears to be a classic case of wind damage. The photographs show that the shingles were overlapped correctly and sealed tight, they have not leaked in three years. If there was a defective installation as  suggested, the shingles would have leaked in the first year of warranty. 

  Customer response

  08/30/2022

  I am rejecting this response because: Can you please explain to me how this could be wind damage if the roof was intact with no loose or missing shingles, yet these two shingles were missing sections of them? The roofer with 30 yes experience confirmed this  is in fact not wind damage, but poor craftsmanship during the installation.  The shingles in the pictures were installed missing those chunks and the roof very well May have leaked prior, just not enough to be noticed. 
  
  Regards,
  ***** *****

  

  Business response

  09/07/2022

  We did do a repair for wind damaged shingles on the south west corner of the roof, near the gutter in July of 2019. This was a courtesy repair, as wind damaged shingles are not covered during the one year warranty. Sorry, we will take no further action with regard to your current wind damaged shingles. 

  Customer response

  09/07/2022

  I am rejecting this response because: You previously said within the 1 year warranty you cover everything top to bottom, are you now retracting that statement?  If that is the case I would have preferred to pay for it myself if it was "not covered" during that time period, rather than have a contractor of Rockford Homes do poor craftsmanship and simply slap a band aid over it only to cause issues down the road.  Furthermore, CertainTeed Asphalt shingles have a 15 yr wind warranty to withstand 110MPH if properly installed.  Since living here, there has never been anywhere near 110MPH wind gusts.  This would confirm either poor craftsmanship with the initial stall or a defective product.
  
  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. ↩