ComplaintsforRoyalty Roofing, LLC

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our sales guy was very polite and did a good job explaining everything. However, what I was told and what I received were two different things. I got the golden pledge system with gutters at an agreed price of $11,750 and was told our wet, damaged wood from the leak would be replaced, it was not. It was covered with OSB board. I was also told the $100 wood credit would most likely cover all wood cost from the small leak pictured with red square (sent to me by salesman) but I was billed for 38 boards at $60 a piece resulting in $2180(after $100 credit) more than we originally agreed on. I communicated with my salesman that I would understand if a few more boards were needed, but 38?? My house is only ~1300 sq ft so Royalty must have covered the entire roof without my knowledge instead of the small red square I was told was going to be replaced. If you are going to charge someone almost 20% more than an originally agreed price that should be ran by the customer. The roof installation team left things all over my front yard, organized by me in a neat pile. The gutter installation team also left the old downspouts in my yard rather than throwing them away and cleaning up. Just overall disappointing. I left this as a negative Google review as well and it is still pending (as of 5/20/24) after almost two months which makes me think Royalty gets rid of negative Google reviews.

  

  Business response

  06/17/2024

  [[BBB transcription]]

   

  *** ***** We are so sorry that our communication was lacking on your job. We take full responsibility for the miscommunication regarding the additional wood charges. As far as the mess that was left, that is not our standard business practice. If there is something we can do to make this right with you, please feel free to reach out to the office at ***********. Thank you.

  Customer response

  06/18/2024

   I am rejecting this response because: I would like a refund for the OSB boards that were put on my roof without my knowledge. Please make check payable to ****** **** *** ********* ** ******** ** *****. Thank you. 
  
  
  

  

  Business response

  06/24/2024

  *** *****

  You signed a contract stating that if deteriorated wood was discovered, it will be replaced as needed. I will attach the contract for review. It is written in two places including one that is initialed by you. No refund will be issued. 

   

  Customer response

  06/25/2024

  The contract does say the damaged wood would be replaced. However, the damaged wood under the decking wasn't replaced where the leak occurred, as stated in my original complaint. It was covered. Replacing wet wood and covering up wet wood are two completely different things.

  The core reason for my complaint is this: I was told (with picture proof from your worker) that the damaged area that would need replaced, was approximately 12'x12'(144 sq ft). I would understand if 4-6 OSB boards were needed to completely fix the leak. But 38 boards were used. That equates to 1216 sq ft (38 boards at 4'x8'). How did we go from about 144 sq ft to 1216 sq ft? Was my entire roof leaking and in need of replacement wood? I would greatly appreciate an answer. Thank you. 

  
  

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/25/2024, Royalty Roofing installed a roof on my home. As part of the contract for the install, there were at least 10 sheets of decking that needed to be replaced in addition to removing and installing a GAF Golden Pledge roofing system. Additionally, baffles were to be installed in the attic space above the garage and 2 bath fans vented to the soffits. During the install, Royalty did not replace any of the decking until I pointed it out. At that time, they removed what was already being installed, went to Lowe's to purchase the decking and made the corrections. While this was completed, this told me they had no plan to complete the contractually agreed upon work until I pointed it out. Following the installation of the roof, the dumpster of debris and materials sat in my driveway for an additional day, which led to nails and trash being scattered throughout my driveway and yard. Following the installation, I found that my siding had been cracked by the installers ripping the downspouts out of the siding instead of unscrewing it. Additionally, the downspouts themselves were damaged as they were ripped apart instead of unscrewed. Further inspection showed that my gutter guards had also been destroyed on the lower level of my home. The bottom row of shingles on my front porch are angled upward, which causes the roof to hold water, which will cause damage. On 4/13/2024, a different crew came out to replace the gutter guards, but the siding and downspouts still need fixed. In addition, the baffles and vent fans still need installed and completed and the shingles holding water need corrected. As of 4/16, I have not heard back from Royalty Roofing. I am seeking Royalty to finish the work and provide a billing adjustment for all of the issues they have caused.

  

  Business response

  04/16/2024

  *** ****** * We apologize for the issues that you have had; we are working to resolve everything that is outstanding.  We were on site today and fixed the issue with the shingles that were holding water and communicated with you that the siding has been ordered with an ETA of 4-5 weeks.  At that time, we will fix the downspouts as they are fastened to the damaged siding.  We will also reach out soon to schedule a day to install the bathroom vents.  Once everything is complete, we can talk compensation as we understand that this has been an unnecessary headache.

  Customer response

  04/22/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the summer of 2016 we paid $18000 to have our roof with integral gutters replaced with a lifetime warranty roof. The gutter portion of the roof is now leaking causing water to enter the eaves rotting them out resulting in floodlights dangling from their wires. After contacting them repeatedly for several weeks they finally sent someone out to look at the problem and take pictures. After that we never heard from them again. Subsequently over the last month we have repeatedly contacted them at ************ trying to get a proposed resolution. We would like to get a proposed resolution but they will not return calls. Winter is fast approaching and we would like this resolved.

  

  Business response

  10/19/2023

  We are currently working with Mr. ****** to remedy this situation. Our production crew has taken this complain very seriously and are working to resolve the issue. 

  Customer response

  10/23/2023

  Royalty is working to resolve the issue to my satisfaction.  They have completed much of the work and promised to finish soon.  To date they have done things on schedule.

• Initial Complaint

  05/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted Royalty Roofing in regards to a leaking roof as evidenced by water damage to dry wall. Salesman/inspector/project manager came out and said they believe water coming in due to chimney flashing flashing and we signed a contract for the work to be done. Work completed over a month later. A few days later after a rain storm we noticed the leak was much worse and damaged dry wall to the point of collapse. Contacted project manager who then said after reviewing pictures of the work done, there is nothing else they could do (didn’t bother coming back out to look) and that since their team told them the chimney looked bad we should contact a mason. Their recommendation - after performing over $2000 worth of work that only made our situation worse was to contact a mason.

  

  Business response

  05/21/2023

  Mr. *********,
  
  It is very unfortunate that you are still having leaks after we installed a new chimney flashing.  The chimney itself is in need of repair or removal and we should not have invoiced you prior to everything being resolved.  Our office will be reaching out in the morning to see what next steps you would like to take.

  Customer response

  05/27/2023

   I am rejecting this response because:
  
  Currently negotiating fix. 
  Due to time frame for accept or reject falls during Memorial Day Weekend, we are awaiting a response from Royalty.
  
  

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Entered by BBB staff LO Consumer states her old skylight needed to be removed because it was leaking. She did a ****** search for skylight removal and roofing repair. This business came up with a 5 star rating on Yelp stating that they specialize in skylights. The consumer called the business and told them what she needed done. She asked for the skylight to be permanently removed and sealed off and they said they could do it because that is what they specialize in. They came out to do the work on 9/26/2022, they removed the skylight and did repairs. Everything was done in one day. The consumer states she noticed water coming in through the ceiling where the skylight was a few months later causing water stains. The consumer called the business and they came out and went up to the attic and said they didn't see any water leaks or stains even when she pointed it out to the man that came out. She let him leave because he was not offering a solution. She did another ****** search and found another business to come out and check the problem. He advised the consumer that Royalty Roofing did a terrible job, they did not install the shingles properly and the nails were exposed causing rainwater to leak into the home. The new builder showed the consumer a picture of a piece of wood that was replaced by Royalty Roof and the wood had a hole in it the size of an index finger.

  

  Business response

  02/26/2023

  Hi *****,

   

  It is unfortunate that you had issues with your roof after we removed your skylight.  Our Production Manager, ****, reached out after you sent this in to get more details.  It is our understanding that the roof has been replaced.  Can you please provide photos from the company that replaced the roof showing the deficiencies in our workmanship as we are not able to inspect.

   

  Thank you,

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family had a terrible experience with Royalty Roofing. Everything seemed fine when they performed a roof installation on our dream home that we worked so hard to purchase. But then about a week later after they performed service, the roof started leaking and huge rain pour entered and damaged parts of our home. We were unable to occupy certain rooms in our home because of the leaks. When we confronted Royalty Roofing about this, they took their sweet time responding and untimely dismissed responsibility. All we wanted done was a professional roofing company to install a roof so we could move on to enjoying our new home. Instead what we got were constant “run arounds”, untimely delays and roof leaks, which has caused our family great distress. I hope any consumer will think twice about using this Company.

  

  Business response

  12/12/2022

  Mr. ********,
                 It is very unfortunate that you had a leak after we installed your roof, and we understand your frustration.  The night that you had the leak we were notified around 8:30pm and had technicians on site the next morning to investigate.  They found that an elbow had shaken loose in the attic from construction and was not a direct defect in workmanship and unrelated to the roof itself.   At that point, they temporarily caulked the pipe back together to stop the leak.  In good faith, we attempted to remedy the situation by paying a plumber to repair the pipe, paid for the drywall repairs and provided a mold inspection for piece of mind that there would not be any future issues.  You also have a 25 year workmanship warranty on your roofing system registered with the shingle manufacturer, GAF.

  Customer response

  12/13/2022

   I am rejecting this response because

  Let try don't lie about mold infection which did not do tests, and about Christmas holidays which I have in broken room.

  You did not responded for the months, next choose cheapest option of "mold inspection" which presented report - client rejected mold test but accept only visual mold inspection. 

  Its not professional, its amateur approach. 

  

  Business response

  12/16/2022

  Mr. ********,

   

  Attached is the mold inspection by a local reputable company.  It details their findings while on site.  It also has photos of the plumbing elbow that was the issue.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid for a new roof. I paid extra for the warranty and for the upgrades offered. I was assured that my roof would be looked over for bad plywood and replaced if needed. May 16th the roof was replaced. On July 5th and 6th my husband found water in the basement by the furnace and asked me to text the salesman to call. July 9th my husband went up on the roof to clean the gutters and noticed several nail heads and 2 bad shingles and a soft spot in the roof. He was afraid that he could fall trough the roof it was that soft. He called the salesman again and let him know and asked for someone to come fix the problems . July 16th, I got a text saying they were unable to make it to look at the leak from the soil stack. When questioned about the plywood condition on the roof we were told that they had pics. July 19th, someone sent 1 pic of part of the roof yet this was not the spot we had been talking about. We asked for all the pics but never received them. On July 21 & 22 someone came to replace the shingles we asked to be replaced but still nothing was said or done about the soft spot on the roof. I don’t know if my vent in the bathroom was ever hooked up, I don’t know if my roof is “ok” with the soft spot, I don’t think the little bit of mold that was found in the crawl space was ever sprayed as promised. We are very unhappy with the way this was all handled. We would like to know what the soft spot is but can not get a resolve.

  

  Business response

  08/10/2022

  Hello,

   

  I apologize that you have had a less than expected experience with our team.  After speaking with your project managers he is on the way to your location to meet with you to go over your concerns.  Please keep us updated if he is unable to resolve the outstanding items.

  Customer response

  08/15/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

*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. ↩