Rice Realty

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint Regards, [redacted] The business is trying to make it sound as if this is a new complaint after 1/yearsThat is not trueI complained about leaks in the roof soon after the roof was replaced, and there was still work to be done on the house, and up to now the leaks have not all been resolvedThe leaks only started after the roof was replaced and so to say that the leaks occurred because of cracks in the brick or the settling of the house is ludicrousThe leak in the sunroom seems to be overlooked everytime we talkIt was not addressed in the rebuttal and I was told by John's partner that they would make sure that this leak was taken care of when they replaced the siding on the upper floor

***, This guy is all over the place and not too much truth in it I did sign the contract that [redacted] brought to my house which he told me it was an approval for someone to come on my property while I wasn’t at home to go on my roof and check out the damage After I told [redacted] that I didn’t want the job completed by them and I showed my lawyer the contract he said it wasn’t binding and if I had trouble getting money back I should contact the Revdex.com and report him to the Attorney General’s office(lawyer was [redacted] out of Greenville, SC) Going back to Custom Castle saying I had to pay an extra $1,for the architectural style, I had ***r Roofing do an estimate and he said he would charge only $for the same thing and $3,in all I also received an estimate from [redacted] Construction and they would only charge me $4,for the whole job with architectural style and both company’s(and I can give you the reps names and numbers) said they’ve never heard of anything like Custom Castle is trying to do to me and how they’re just trying to rip me off The [redacted] Roofing rep said he’s done this for a long time and he’s never heard a story like this So I tell [redacted] about [redacted] Roofing charging me $and he said ok and that he would match that price .he never said once it would be free Also when I asked Custom Castle to give me an estimate on how much a new roof would cost they told me they don’t do estimates and it’s up to what the insurance company says which was new to meWhen I called [redacted] to have an insurance adjuster to come out and look at it I never asked [redacted] to be there He was adamant that he needed to be there during the process so I said ok As soon as the [redacted] rep gave me my partial check he asked me the sign it and give it to him and I had no idea what was going on since I’ve never had to put on a new roof During the same conversation with [redacted] about the architectural style I only asked him about the $1,deductible since other people that I know told me they didn’t have to pay that deductible so I was only asking So he tells me since I have a small leak inside one of my rooms then there was some way he could get around from charging me the deductible since they had to fix the inside damage(he never told me how so you can ask him) After he told me I could get around that because of the inside damage and I would only have to pay $for the architectural style is when I said they could do the jobWe never set a date so [redacted] apparently started coming by my house(from what [redacted] said) but my wife and I both work and he never called my phone I do remember him coming to my house on July 5th(not the 6th as [redacted] stated) in the morning during July 4th weekend waking me and my wife up ringing the doorbell and knocking on the door which we didn’t answer Finally I called [redacted] after that and told him a week they could come only if he told [redacted] to never come to my house again(first time he ever came over was on a Sunday and there’s no solicitation signs in our neighborhood) A few days after I told [redacted] they could do the job in a couple of weeks there was a really bad storm and I had a bad leak as soon as you walk in my house so I called [redacted] and he had a couple of guys put a tarp on it Since now there was extra damage inside I called [redacted] and they told me to contact who was going to do the job to make them aware of extra damage and they would need to take pictures and explain the damage I called [redacted] about 3-times after that and he never answered or called me back since I wanted them to be aware of the extra damage After a couple weeks of [redacted] never calling me back or answering my calls I had about guys show up at my house to install my roof and not one of them could speak any English I told them to wait a minute and I tried calling [redacted] twice and he never answered .then I spoke with [redacted] and he asked me why I told the roofers to not do the job which I never said since they couldn’t speak English I was only trying to contact the owner to make sure he knew of extra damage and our deal was still in place since nothing was in writing [redacted] told me he just got off the phone with [redacted] and for me to call his cell phone I called and he never answered again so I sent the guys away When I finally spoke to [redacted] a couple of months after that I said that I just want my money back and I’d get someone else to do the job He said ok but he’d have to take some money out of the $2,for the tarp and shingle return and he couldn’t tell me exactly how much right then but would call me back and tell me Of course he never called me back so after another month or so I called and got a hold of him I asked him about giving my partial check back and he told me that he wasn’t going to since I never let them do the job I told him he said that I could get partial and there’s no way that he’s keeping $2,for them putting a tarp on my house and returning of shingles in which he said I don’t believe your check was that much I said it was $2,and I have the paperwork and he said again that he didn’t think it was that much I got upset that he wouldn’t believe me and he hung up on me I called that day and the next month or so more than times leaving messages and he never returned one call I even texted him but nothing I’m not sure if [redacted] just has a bad memory or doesn’t like speaking to customers on the phone but this is very bad customer service when you own the company and you can’t get a hold of him or get a partial check back after he told me that I would I understand they put a tarp on my house which took about an hour and they had to return some shingles but that can’t constitute keeping $2,especially after [redacted] said I would get partial backI’m sorry this is such a long message but this has taken way too long and I need to get some of my money back so I can get a new roof since my Home Owner’s Association has already sent me a $fine for having a tarp on my house and they will charge me more if I don’t take it off Any help would be greatly appreciatedThanks [redacted] ***

Mr***,The tornado that struck *** the night November 30th was shocking to say the least The damage done to your home and the others around was unlike any we have seen before in this area We where very pleased to meet you just a day
later and you told us of the personal stresses you were going through and how the added stress of this occurrence was more than you could bear Our two customer reps John and George called me and said we needed to do whatever we could to help you out They told me that we needed to relieve your stress and burdens and restore your home to a better condition than it was before the storm John and George said that the right thing to do was to give you a better roof than you had, to do it right away, and accept whatever insurance paid even though they knew it would be less than what we would give I agreed.We installed your new roof just a few days later on December 6th, long before you received any funds from your insurance company All we asked of you is that you would tell your neighbors about us and that we were there ready to work You thanked us for our efforts and told us you were extremely pleased.We did receive the payment from you for$17,that was provided by *** on December and we thank you for that You still seamed very pleased with the work we had done on your home and with the extra $you were able to assist you in getting from *** for the patio furniture that had a few marks on it.Then on January 4th when I received the call from your wife stating she wanted all the money back since she did not like the roof color or style I was shocked and didn't know what to say You followed up with an e-mail stating that you spoke with "someone" and that they felt the roof should cost at least $less I have attached the invoice again here showing that the value of the work we did on your roof and exterior is $19, And we happy to stand by the agreement that we made with you that we would do this work for whatever insurance paid.We are sorry that you now feel you should get some money back As I told you all ready, I will review your file if you can provide me estimates from other contractors in the area who are licensed in SC as we are, and have their roofing permits in *** county as we do We are proud that we were one of the first companies to assist homeowners in the *** area to restore their homes and make them whole again.John H***

On January 12, *** *** signed a contract with Custom Castles insurance specialist *** *** to allow us to replace his entire roof if the job was approved by his insurance company. That week a second inspection was performed by *** *** to review the damage assessments by ***
***, both *** and *** agreed that there was storm damage to Mr*** home. Mr*** was notified that his complementary inspections were complete and we (Custom Castles) felt that he would be approved by his insurance company for a complete roof replacement and we recommended he call them and discuss it with them.Three months later 4/14/14, Mr*** called Custom Castles and stated an insurance adjuster would be coming to his home and he asked us to coordinate with the adjuster and be there when the adjuster came. We called *** *** and arranged to meet with *** *** on 4/25/14. At the meeting, *** *** readily agreed to pay for obvious wind damage to the front portion of Mr***'s roof; it was only after we pointed out additional places on the rear that *** *** agreed to pay for the entire roof replacement. The value of the roof replacement was determined by *** *** using a nationally used estimating software called "Exactimate" - value $5,526.23. Mr*** gave Custom Castles the deposit given him by *** ***. Mr*** was told by *** *** adjustor *** *** that he was required to pay a $deductible that he had agreed to when he set up his policy with *** ***. Mr*** stated he would call Custom Castles with the color of his choosing for his new roof. After a week and not hearing from Mr***, *** *** called Mr*** to review his color selection, no response was received and attempting to reach him at his home was unproductive as well. This process was repeated on May 6,2014, again on May 9, 2014, again on June 3, 2014, again on June 10, 2014, again on July 6, 2014, again on July 11, 2014, and again on July 30, 2014. On July 30'th we were able to speak with Mr***, he stated that he had been told by others that he did not have to pay his deductible. We told him that paying his deductible was required by law in South Carolina, we encouraged him to check into that and call his insurance company and discuss with them. Mr*** also informed us there were leaks in his house and asked to do something. Two people were sent to his 2-story home with steep roof and tarped the areas that were leaking.Mr*** was again contacted on August 6,reguarding his color selection and deductible. Mr*** stated he wanted an architectural shingle. He was told this was an upgrade and cost over and above the price insurance was paying and there for would be his expense. At that point Mr*** stated he wanted the deposit back. We reminded him there was a cancellation fee to cover our time spent and the cost of tarping his home. We encourage him to proceed with the work and that for his $1000, he was getting a $5,roof. He stated he would let us know.On September 11, Mr*** reach our operations manager *** *** to discuss the return of his deposit. The two reached an agreement that Custom Castles would forgo its profit margin and at our expense would upgrade Mr***'s roof with architectural singles, ridge ventilation, ice and water shield in leak prone areas and high definition ridge shingles - total value in excess of $and that Mr*** would pay his insurance deductible as required by law. The roof was set for the next week. The following Monday, September 15, our crew along with materials arrived at Mr***'s home to begin work. Mr*** would not let them begin work. *** *** was notified and spoke with Mr*** who stated that since we were requiring him to pay his deductible we could not proceed with any work.We (Custom Castles) have met with his insurance adjustor at his request, have labor and material expense in tarping his home, have restocking fees with the return of materials, and labor charges for our roofing crew in travel and time at his home and lost labor hours while transitioning our crews to other work.We at Custom Castles are bound to the laws of this state and we will not bill an insurance company beyond the cost presented to one of their insured thus committing insurance fraud. If Mr*** had honored his agreement he made with his insurance company he would now have a beautiful architectural roof with many upgrades for the low cost of $1000.*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
Regards,
[redacted] 1. The business is trying to make it sound as if this is a new complaint after 2 1/2 years. That is not true. I complained about leaks in the roof soon after the roof was replaced, and there was still work to be done on the house, and up to now the leaks have not all been resolved.2. The leaks only started after the roof was replaced and so to say that the leaks occurred because of cracks in the brick or the settling of the house is ludicrous.3. The leak in the sunroom seems to be overlooked everytime we talk. It was not addressed in the rebuttal and I was told by John's partner that they would make sure that this leak was taken care of when they replaced the siding on the upper floor.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
Regards,
[redacted] I'm happy to pay what the insurance allowed for the roof. Our calculation based upon [redacted] and Company insurance estimate  to include profit and overhead comes to $15,997.71 for the roof and one shutter replacement. The total amount I received from the insurance company was $19,171.47.  I paid Custom Castles the $17,323.86 which included a $1,000.00 deductible. I'm not certain  what he is referring as to an additional $5,000.00. If  there was it's in his pockets to pay for their work performed. Here's the math 19,171.47 -16,323.86=2,847.61-1,000 deductible =1,847.61.  The latter is being used to replace and repair other items damaged or sucked away from the storm which I reported under personal property and included in the aforementioned $19,171.47. I over paid $1,326.15 and ask that be refunded to cover work not performed yet included in the estimate.Some final notes, I have the right to choose any contractor I want to complete the repairs specifically the garage door,fascia and screens.It was in calculating what was left to repair I realized I over paid  because I trusted.  The power washing they provided punched a hole through a vinyl siding strip. I showed it to George who said it may have been a loose piece not seen previously yet the hole wasn't there prior to the power washing. So now I'll have to get that repaired. As far as my wife calling that was for an itemized statement and that was it.  Her not liking the color was a conversation between she and I which I share with George and John. She never asked for any money back just simply an itemized statement. That call was prompted by a HOA alert that work performed should always be followed up with an invoice on work performed. Apparently there were contractors not supplying an invoice upon request yet demanding payment which ironically occurred in this case.   Mr. H[redacted] is deflecting fact and matter to meet his own purpose than again I'm certain he was quite busy from the tornado damages and could just be confusing facts and circumstances.  My complaint is supported by the math, the estimate and the outcome. Please refund me the $1,326.15 and the matter is closed.We can call a public adjuster. No one wants to come out and give an estimate on something they can't get a job out of,Regards,[redacted]

We are sorry for you concerning the problems with your home.  On each of the four service calls to your home we have applied caulking around your windows and cracks in the bricks.  We have not added to or altered your roof since it was installed two and half years ago.  We are happy...

that our extra service stopped the issues on the right side and slowed the issues on the left.  Please see the attached photos showing the large cracks in the brick and mortar.  Also in one photo you can see the window is out of square indicating there are settling issues within the wall.  Additionally , the large amounts of white caulk that is present was there prior to our firm doing any work on the home; this indicates someone knew of these issues prior to our work.

[redacted], This guy is all over the place and not too much truth in it.  I did sign the contract that [redacted] brought to my house which he told me it was an approval for someone to come on my property while I wasn’t at home to go on my roof and check out the damage.  After I told [redacted] that I didn’t want the job completed by them and I showed my lawyer the contract he said it wasn’t binding and if I had trouble getting money back I should contact the Revdex.com and report him to the Attorney General’s office(lawyer was [redacted] out of Greenville, SC).  Going back to Custom Castle saying I had to pay an extra $1,000 for the architectural style, I had [redacted]r Roofing do an estimate and he said he would charge only $390 for the same thing and $3,900 in all.  I also received an estimate from [redacted] Construction and they would only charge me $4,200 for the whole job with architectural style and both company’s(and I can give you the reps names and numbers) said they’ve never heard of anything like Custom Castle is trying to do to me and how they’re just trying to rip me off.  The [redacted] Roofing rep said he’s done this for a long time and he’s never heard a story like this.  So I tell [redacted] about [redacted] Roofing charging me $390 and he said ok and that he would match that price….he never said once it would be free.   Also when I asked Custom Castle to give me an estimate on how much a new roof would cost they told me they don’t do estimates and it’s up to what the insurance company says which was new to me. When I called [redacted] to have an insurance adjuster to come out and look at it I never asked [redacted] to be there.  He was adamant that he needed to be there during the process so I said ok.  As soon as the [redacted] rep gave me my partial check he asked me the sign it and give it to him and I had no idea what was going on since I’ve never had to put on a new roof.   During the same conversation with [redacted] about the architectural style I only asked him about the $1,000 deductible since other people that I know told me they didn’t have to pay that deductible so I was only asking.  So he tells me since I have a small leak inside one of my rooms then there was some way he could get around from charging me the deductible since they had to fix the inside damage(he never told me how so you can ask him).  After he told me I could get around that because of the inside damage and I would only have to pay $390 for the architectural style is when I said they could do the job. We never set a date so [redacted] apparently started coming by my house(from what [redacted] said) but my wife and I both work and he never called my phone.  I do remember him coming to my house on July 5th(not the 6th as [redacted] stated) in the morning during July 4th weekend waking me and my wife up ringing the doorbell and knocking on the door which we didn’t answer.   Finally I called [redacted] after that and told him a week they could come only if he told [redacted] to never come to my house again(first time he ever came over was on a Sunday and there’s no solicitation signs in our neighborhood).  A few days after I told [redacted] they could do the job in a couple of weeks there was a really bad storm and I had a bad leak as soon as you walk in my house so I called [redacted] and he had a couple of guys put a tarp on it.  Since now there was extra damage inside I called [redacted] and they told me to contact who was going to do the job to make them aware of extra damage and they would need to take pictures and explain the damage.  I called [redacted] about 3-4 times after that and he never answered or called me back since I wanted them to be aware of the extra damage.  After a couple weeks of [redacted] never calling me back or answering my calls I had about 10 guys show up at my house to install my roof and not one of them could speak any English.  I told them to wait a minute and I tried calling [redacted] twice and he never answered….then I spoke with [redacted] and he asked me why I told the roofers to not do the job which I never said since they couldn’t speak English.  I was only trying to contact the owner to make sure he knew of extra damage and our deal was still in place since nothing was in writing.  [redacted] told me he just got off the phone with [redacted] and for me to call his cell phone.  I called and he never answered again so I sent the guys away.  When I finally spoke to [redacted] a couple of months after that I said that I just want my money back and I’d get someone else to do the job.  He said ok but he’d have to take some money out of the $2,750 for the tarp and shingle return and he couldn’t tell me exactly how much right then but would call me back and tell me.  Of course he never called me back so after another month or so I called and got a hold of him.  I asked him about giving my partial check back and he told me that he wasn’t going to since I never let them do the job.  I told him he said that I could get partial and there’s no way that he’s keeping $2,750 for them putting a tarp on my house and returning of shingles in which he said I don’t believe your check was that much.  I said it was $2,750 and I have the paperwork and he said again that he didn’t think it was that much.  I got upset that he wouldn’t believe me and he hung up on me.  I called that day and the next month or so more than 5 times leaving messages and he never returned one call.  I even texted him but nothing.   I’m not sure if [redacted] just has a bad memory or doesn’t like speaking to customers on the phone but this is very bad customer service when you own the company and you can’t get a hold of him or get a partial check back after he told me that I would.  I understand they put a tarp on my house which took about an hour and they had to return some shingles but that can’t constitute keeping $2,750 especially after [redacted] said I would get partial back. I’m sorry this is such a long message but this has taken way too long and I need to get some of my money back so I can get a new roof since my Home Owner’s Association has already sent me a $250 fine for having a tarp on my house and they will charge me more if I don’t take it off.  Any help would be greatly appreciated. Thanks [redacted]