Roeland Home Improvers

Complaint: [redacted] I am rejecting this response because: What MrRoeland stated is not true I will print out and mail via post office email that I originally sent to Roeland and, if I can take a photo of the slipped pipe will include that alsoI complained about the corner molding when the job was finishedMrRoeland did state on the day of his visit and pushed it back up that they do NOT nail the top row of siding, and it has slipped againAlso, the pipe was originally loosened to do the siding, including opening the electric box, And there was no electrician present to do it At the conclusion of the job, they never bothered to reattach it to the houseTo date, there has been no phone call from MrRoeland

DO NOT USE!!!! Owner is a liar and will say anything and make any promise to get your businessHe cannot make good on his work, as he is not the one doing it nor is he even on the premises duringHis workers do not complete any job and are reckless and the owner never checks on them like he promises to doFor a complete demo of a kitchen and bathrooms, it took months to get it complete, but not before tons of damage was done to the houseThe siding was damaged by backing a dumpster in and scraping the siding, glass and debris were thrown from a second floor window and never cleaned up, a large mirror was dropped in a bedroom and glass left on floor, a hole was put in wall (never repaired), a garage glass panel was broken and took a couple of weeks for owner to repair, and ground floor windows left wide open after workers leftDebris in house not completely collected after each demo day leaving it for us to clean upBUT all of that does not compare to the owner giving us advice to do the demo before applying for line of credit to pay for renovationAsked us to take out bridge loan to pay him to start while trying to get rest of loanNow banks are refusing to give us line of credit because now the home is deemed uninhabitableWhen owner told this, he told us to not volunteer that info to banks, but when told that we are not and they are doing walk through appraisals and finding out, he had nothing to say but "sorry." Nevertheless, we have since found a very good contractor, but we cannot move forward because of this it who doesn't even know his own business/trade and is not current with policies and proceduresHe only cares about getting your money upfront and hoping you don't catch him or call him out on his negligence and poor work! DO NOT USE EVER!!!

I am in receipt of this complaint but after looking through the records I see no mention of this issueI will visit the jobsite to see and inspect what ever the issue is and we will correct it if it was done improperly [redacted]

Please accept my sincere apologies, I was only made aware of this recently (last week) I have a new staff in the office and it appears this was just not followed up on thorough enoughOur log indicates calls made to try to visit to resolve this but the number you have listed as primary is not
your numberI did however pull your old file and left a message on another number that you also have listed so I await your response as this is not an issue we will have a problem resolvingAgain please forgive the time it took to get this resolved

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and received a call today from the owner and someone has already been out to my house to inspect the issue I've been told the window will be ordered and replaced and find that this resolution is satisfactory to me

As far as Mr. Valdez’s complaint the window manufacturer went Bankrupt and we do have several sashes but he had called in the past and added more, never providing us with additional info (labels from...

windows) so we could call the new owners to get new sashes, they will service them just not for free. As far as all the recent calls I have no log entries from the service portal with any of his numbers on the dates he referenced and no messages from him that I can find. I will look further into this as this is the reason I use a service. Mr. Valdez has My personal Cell and I as of this date had not gotten any calls. As far as the sashes we have (2, I was told) He is more than welcome to pick them up at our location in Denville.  Please advise what you would have us do next prior to my calling Mr. Valdez 
 
Please use [redacted] for all communications
 
 
             Thanks for taking the time to meet with me, I have attached your quote for your review.
Please feel free to call or email me with any and all questions. I hope you find Roeland to be your company of choice, with over 3 decades under the same name Roeland has a dedication to serving it’s Customers with respect and courtesy.
 
[redacted]
 
[redacted]

The company went bankrupt! not us but ALL our warranties are subserviant to the manufacturer. We do have a few sashes here w your name on them. Please let us know what your pleasure is [redacted]

Upon getting the complaint rejection by Mrs. [redacted] we immediately called her. I asked her why she did not call us to say the siding piece came loose again and before I could say anything else she hung up on me. As I stated we are not licensed electricians and cannot re-attach her meter. The bolts where cut as they should have been as we stripped the wood siding off the home. I answer all calls as soon as time allows as this complaint came to us this morning and we addressed it asap. I cannot repair the loose siding if we are hung up on, Mrs [redacted] lives 1 mile from our office and this can be corrected in 2 minutes with a trim nail (not used the first time as alternate method not visible was tried)

I am in receipt of this complaint but after looking through the records I see no mention of this issue. I will visit the jobsite to see and inspect what ever the issue is and we will correct it if it was done improperly. [redacted]

DO NOT USE!!!! Owner is a liar and will say anything and make any promise to get your business. He cannot make good on his work, as he is not the one doing it nor is he even on the premises during. His workers do not complete any job and are reckless and the owner never checks on them like he promises to do. For a complete demo of a kitchen and bathrooms, it took months to get it complete, but not before tons of damage was done to the house. The siding was damaged by backing a dumpster in and scraping the siding, glass and debris were thrown from a second floor window and never cleaned up, a large mirror was dropped in a bedroom and glass left on floor, a hole was put in wall (never repaired), a garage glass panel was broken and took a couple of weeks for owner to repair, and ground floor windows left wide open after workers left. Debris in house not completely collected after each demo day leaving it for us to clean up. BUT all of that does not compare to the owner giving us advice to do the demo before applying for line of credit to pay for renovation. Asked us to take out bridge loan to pay him to start while trying to get rest of loan. Now banks are refusing to give us line of credit because now the home is deemed uninhabitable. When owner told this, he told us to not volunteer that info to banks, but when told that we are not and they are doing walk through appraisals and finding out, he had nothing to say but "sorry." Nevertheless, we have since found a very good contractor, but we cannot move forward because of this it who doesn't even know his own business/trade and is not current with policies and procedures. He only cares about getting your money upfront and hoping you don't catch him or call him out on his negligence and poor work! DO NOT USE EVER!!!

This complaint was resolved prior to Roeland receiving this from the Revdex.com the complaint speaks of faulty or sloppy workmanship, the problem is the windows vacuum seal failed. This in No way could be attributed to anything any installer could have done or not done. The client has never once called...

with a service issue in the 4plus years since the job was completed, other than seal failure of a window. The manufacturer went bankrupt and has been bought and sold so they where not obligated to give free service. My new office man [redacted] had called and explained how it was hard to get clients to understand and accept this so they agreed to continue to warrantee his windows. New sashes are ordered and again, this was resolved before this was sent to is us. Please remove this from our file, this is also an adversarial type of client as you see by the fact he is trying to blame a manufacturing issue on the installation. Our work stands the test of time 31 years worth. 
I await your response.

Complaint: [redacted]
I am rejecting this response because:
 
What Mr. Roeland stated is not true.  I will print out and mail via post office email that I originally sent to Roeland and, if I can take a photo of the slipped pipe will include that also.
I complained about the corner molding when the job was finished.
Mr. Roeland did state on the day of his visit and pushed it back up that they do NOT nail the top row of siding, and it has slipped again.
Also, the pipe was originally loosened to do the siding,  including opening the electric box, And there was no electrician present to do it.  At the conclusion of the job, they never bothered to reattach it to the house.
To date, there has been no phone call from Mr. Roeland

I am rejecting this response because:
Calls were made back in August on the 3rd 5:19pm and 4th 10:26 AM and messages were left with whoever answered..Receptionist assumed...Never received a call back... And why should I have to pick up windows that are covered under lifetime warranty? And when I told you about the other failed windows you told me to hold off cause you were reorganizing your company. I have two more failed windows since then....And as far as cell phone number I must have lost it...

Review: This company allegedly has windows for me from warranty claims...of windows that have failed and will not come to install them after many calls to the company and many broken promises. Many of the windows installed have failed...Desired Settlement: I want failed windows removed and replacement windows installed

Business

Response:

As far as Mr. Valdez’s complaint the window manufacturer went Bankrupt and we do have several sashes but he had called in the past and added more, never providing us with additional info (labels from windows) so we could call the new owners to get new sashes, they will service them just not for free. As far as all the recent calls I have no log entries from the service portal with any of his numbers on the dates he referenced and no messages from him that I can find. I will look further into this as this is the reason I use a service. Mr. Valdez has My personal Cell and I as of this date had not gotten any calls. As far as the sashes we have (2, I was told) He is more than welcome to pick them up at our location in Denville. Please advise what you would have us do next prior to my calling Mr. Valdez Please use [redacted] for all communications Thanks for taking the time to meet with me, I have attached your quote for your review.Please feel free to call or email me with any and all questions. I hope you find Roeland to be your company of choice, with over 3 decades under the same name Roeland has a dedication to serving it’s Customers with respect and courtesy. [redacted]

Consumer

Response:

I am rejecting this response because:

Calls were made back in August on the 3rd 5:19pm and 4th 10:26 AM and messages were left with whoever answered..Receptionist assumed...Never received a call back... And why should I have to pick up windows that are covered under lifetime warranty? And when I told you about the other failed windows you told me to hold off cause you were reorganizing your company. I have two more failed windows since then....And as far as cell phone number I must have lost it...

Business

Response:

The company went bankrupt! not us but ALL our warranties are subserviant to the manufacturer. We do have a few sashes here w your name on them. Please let us know what your pleasure is [redacted]

Review: pdRoeland Home Improvers sold us New Siding and Custom windows at the end of 2009 finishing work in 2010. The contract and company owner said products were guaranteed for . There were many questionable techniques used during the construction. They did a full rip off of old siding and told us that replacement windows would be the best way to go instead of new construction windows. They state that the windows are guaranteed for life no matter what happens. In 2012 the windows started to fail. The Seals have failed in 6 windows out of 26 so far.

Roeland now said that the Manufacturer is out of business and has to charge us for replacements. They stated on the phone on April 30th 2014 that the guarantee was a pass through contract. This is not what they sold us. I believe the entire job was done poorly resulting in products failing. I have and expert looking at the issues and will provide a written report on the work and product. We are looking to sell the house in the next 2 years and this poor workmanship and failing product could reduce our resale value.Desired Settlement: Full refund of $41,000

Business

Response:

This complaint was resolved prior to Roeland receiving this from the Revdex.com the complaint speaks of faulty or sloppy workmanship, the problem is the windows vacuum seal failed. This in No way could be attributed to anything any installer could have done or not done. The client has never once called with a service issue in the 4plus years since the job was completed, other than seal failure of a window. The manufacturer went bankrupt and has been bought and sold so they where not obligated to give free service. My new office man [redacted] had called and explained how it was hard to get clients to understand and accept this so they agreed to continue to warrantee his windows. New sashes are ordered and again, this was resolved before this was sent to is us. Please remove this from our file, this is also an adversarial type of client as you see by the fact he is trying to blame a manufacturing issue on the installation. Our work stands the test of time 31 years worth.

I await your response.

Review: Triple-pane Front window installed has streaks in between panes. We have called for assistance 3 times and emailed once since April 21, 2014 and we are told someone will contact us or the window will be ordered (email was never responded to)- but we have yet to hear back regarding a repair.Desired Settlement: We would like the defective window replaced ASAP.

Business

Response:

Please accept my sincere apologies, I was only made aware of this recently (last week) I have a new staff in the office and it appears this was just not followed up on thorough enough. Our log indicates 2 calls made to try to visit to resolve this but the number you have listed as primary is not your number. I did however pull your old file and left a message on another number that you also have listed so I await your response as this is not an issue we will have a problem resolving. Again please forgive the time it took to get this resolved.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and received a call today from the owner and someone has already been out to my house to inspect the issue. I've been told the window will be ordered and replaced and find that this resolution is satisfactory to me.

Review: Roeland has been to my house to inspect issues with the siding that they performed. I have received promises that the problems would be corrected. To date all that I have received is promises with no corrections performed.Issues:1. Pipe that contains the main electric cable from the street slipped to the point that the cable to the house drags on the ground, the wires from street to house are very taught, and the electric box seal is broken. This is visible from the unpainted part of the pipe that originally was withing the roof. Twice the company has visited, stating that someone would come to fix the problem. No action by Roeland has been taken.2. Siding panel has slipped. Mr. Roeland came to pushed it up, stating that the top panels are not nailed. Since his visit, the panel has slipped again3. Molding by front entry gaps. Mr. Roeland stated that I could use a hair dryer to fix it, just to be careful not to melt the siding.Desired Settlement: Return the pipe to original position on the house without doing any damage to wires or any part of the house. Ensure that the repair firmly affixes the pipe and box so that no slippage occurs againFix the seal on the electric boxAttach the slipped panel so that it does not slip againRepair the incorrectly cut molding at the front entry so that it matches properly.

Business

Response:

First as far as the panel that slipped on the siding, I did state no nails are used here and we will try to "lock" it back in. This did work and we have not been contacted otherwise since then. As far as the "gap" I stated maybe a hair dryer would re bend it back into shape as 3 years ago it was not like this and something has shifted it. I said caulking would not be recommended nor was it a problem of functionality either. I can revisit this but was never told that there was any level of dis satisfaction with my answer (customer even did a video testimonial on this day) As far as the electrical wire/service main at Roeland we never re-attach them as we inform customers we are not licensed electricians. One of my men gave this owner bad info when he tried to help and then said we could try to come when warmer to push the cable up. This is the homeowners responsibility to correct and although I too tried to be nice I called my electrician and asked if he could go and look at it but he was going away for several weeks and as of now has not reported back to me. I will close and say this I do not appreciate the use of this venue when not a single mention was made of our one problem of the panel slipping again. As always I will fix anything that my previous employees left done or undone but need to know it first. This job is less than 2 miles from my office and looks amazing so I guess my comments of "we are not licensed to do the electrical" go unheard due to a previous visit from an ex employee who was just trying to be helpful and was not authorized to do such work. Please note I will be calling her in the morning to fix the siding but not the electrical as this is and was always a responsibility left to the homeowner for the last 27 years of our siding career

Consumer

Response:

Review: [redacted]

I am rejecting this response because: What Mr. Roeland stated is not true. I will print out and mail via post office email that I originally sent to Roeland and, if I can take a photo of the slipped pipe will include that also.I complained about the corner molding when the job was finished.Mr. Roeland did state on the day of his visit and pushed it back up that they do NOT nail the top row of siding, and it has slipped again.Also, the pipe was originally loosened to do the siding, including opening the electric box, And there was no electrician present to do it. At the conclusion of the job, they never bothered to reattach it to the house.To date, there has been no phone call from Mr. Roeland

Business

Response:

Upon getting the complaint rejection by Mrs. [redacted] we immediately called her. I asked her why she did not call us to say the siding piece came loose again and before I could say anything else she hung up on me. As I stated we are not licensed electricians and cannot re-attach her meter. The bolts where cut as they should have been as we stripped the wood siding off the home. I answer all calls as soon as time allows as this complaint came to us this morning and we addressed it asap. I cannot repair the loose siding if we are hung up on, Mrs [redacted] lives 1 mile from our office and this can be corrected in 2 minutes with a trim nail (not used the first time as alternate method not visible was tried)

Review: Roeland installed fascia trim on roof of house. Within several weeks of installation the product showed signs of incorrect installation. Fascia trim is buckling and coming off the house. Trim was installed in cold weather months and was not given proper clearances to expand in the warmer weather. I've contacted several other companies and all have agreed with the conclusion that Roeland has improperly installed the product.Desired Settlement: Requesting repair of fascia trim and/or replacement if necessary.

Business

Response:

I am in receipt of this complaint but after looking through the records I see no mention of this issue. I will visit the jobsite to see and inspect what ever the issue is and we will correct it if it was done improperly. [redacted]

Review: I contracted Roeland to install a new roof on my house. They installed the roof but failed to install a water diversion method for two sections of the roof. These were installed on the original roof. Roeland came back on three separate occasions but failed to repair this. Repeated calls to them have resulted in no response. The roof was installed originaly in early July of this year. Water continues to rush off the roof in rain storms potentially causing damage to my foundation.Desired Settlement: They MUST call me before making these repairs. I do not want them coming when I am not at home.

Business

Response:

Homeowner originally had homemade aluminum diverters (L bend/bent metal) in leiu of installing gutters as correctly should be in this location.

Upon roof removal, these "diverters", which may or may not have beeen doing anything, were removed and as they had been nailed and siliconed to the roof,

were no longer serviceable after removal.

Upon completion of the roof, new aluminum diverters were bent and installed, three separate times, again in leiu of the "correct" method - simply install

gutter here.

Homeowner reported that these were not working but, as this is a band-aid, only so much can/should be expected of them.

When our installer was dispatched to go back, a fourth time, with homeowner present to show us exactly what else we could do, the installer was told "not

to come on the property".

It is our contention that if Mr. [redacted] would simply have the guttering done, this problem would be eliminated. Since Mr. [redacted] apparently refuses to do this,

as Mrs. [redacted] had told us he has continued to do for "many years now" (Mrs. [redacted] stated this to [redacted], our field rep)why would this ever have been in

question `prior to our arrival, if they had actually been working correctly in the first place.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

At NO time did [redacted] say that gutters should be put on that section. They NEVER said that their replacement solution for what was put their by the original roofer would not work. The previous roofer had no problem with this solution. WHY on earth would [redacted] NOT tell me that the solution that THEY had put in place would not work. Obviously they must have thought it would work because they tried 3 TIMES!!

Had I been informed and given a price, I may have opted for that option. After NO follow-up phone calls from [redacted] despite a month of trying, I called them myself and told them not to come back and opened this complaint with the Revdex.com.

Regards,