Complaints

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company was contacted as recommended by my insurance agent after a hail storm caused damage. The initial work was done around November of 2020. I had a lot of disagreement at the time of the work including the terrible gutter work and the broken rafters due to the slamming of the heavy bundles of shingles. This negligent slamming of the heavy weighted shingle bundles prompted me to check my attic. Upon inspection I discovered the broken rafters. At the time they said they repaired the attic and the gutter issues but that turned out to not be the truth. I thought they were truthful and I moved to Kansas City during the pandemic as I had lost my business and a few friends and relatives. The stress of these things and my intense dealings with Royal at the time prompted me to get away and move in with my girlfriend at the time. After a few years I moved back to Holden in 2023 and this is when I discovered the problems as detailed in the inspection report dated November of 2023. I proceeded to attempt to get the damage repaired by first discussing the problems with my insurance agent who eventually hired the inspector. After I got the inspection report detailing the poor craftsmanship and dealing with all the lies from the company I proceeded to get some estimates from other contractors. These estimates and inspection report were sent to Royal and I waited. Finally After the company ignored me some more they sent out a worker to "fix" things on April 8th 2024. Turns out he was just a con man and liar as he didn't fix anything! He was totally incompetent and looked at the things on the inspection report which he had a copy of on his phone. He scheduled with me to come back on Wednesday of that week to actually fix the items in question. Well of course he nor anyone showed up! I called the company that day after waiting most of the day. I also called ***** ******(company representative) and with NO return call from anybody I am forced to seek remedies in other ways!!!!

  Business response

  04/28/2024

    The items listed on the satisfactory 3rd party inspection were handed by our field tech with the homeowner present. We have photos that we will provide to show the completed work. The gutter repair was completed, however gutter cleaning on the report was listed as a primary issue to the success of the gutter system. To which we are not responsible for. 
  
    The broken rafters were not disclosed to royal for almost 4 full years. This would be contested, roof loading shingles is incredibly common in our market and in very few instances results in damaged rafters. Being the time that has passed since the original install it would be virtually impossible for us to verify the credibility of the statements made. 

  Business response

  05/06/2024

  At royal we believe this can be resolved without racial profiling and name calling. However this appears to be your stance. 

    In your exterior satisfactory report it states your gutters need to be cleaned to improve the performance of the gutter system. multiple layers of drip edge or gutter apron on a home, A. wold not be installed by a royal crew. B. would require exposure to direct rain to cause a leak as it is under shingles and ice and water shield. Im aware your "experts"   likely are not seasoned installers as they are making direct claims that contradict your independent 3rd party inspection results. Moving forward, if you can handle resolving this in a mature and respectful manner we would be happy to get this resolved in a way that suites you. If you continue to be derogatory and use hate speech our ability to work together will be in jeopardy.  

  Customer response

  05/20/2024

  I did respond. Did you get it? It was maybe dated May 17th! Which is exactly 10 days after I received the last email. I am still very unhappy and dissatisfied. They need to see that email also. Please respond. Thanks for your attention to this matter.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/21/2023, we hired Royal to replace our roof from damage due to hail. From the reviews they looked reputable. Before they started we asked Weylin Grey, the sales rep, if our **** ****** system needed to be taken off by **** ******. He said no, they had done it before. On August 8th ,Royal sent a crew and Supervisor, **** *******, to replace the roof. **** spent the day sleeping in the truck while the Mexican crew worked out in the sun. The crew damaged our new decking and left streaks on our siding. They completely tore up our **** ****** system,which was only 3 years old. They had stepped in our gutters and dented in a few places. **** came back the next day and tried to fix the **** ****** then lied to me and told me yes when I asked if the screen was able to be put back on. He even damaged some of the new drip edge. We have asked ****** *********,the owner, to reimburse us for the cost of new **** ******. He wants us to send the invoice to our insurance. It was their fault the system was des****ed! We got new gutters and new **** ****** put on but only asking for him to cover the **** ******. They are refusing to take responsibility. We spent $8500.00 on new gutters and **** ******.We haven't even asked them to pay for damage to our deck.

  Business response

  10/11/2023

  I apologize for not responding to this last week.  There were definitely issues with the ****** *****s that **** *** ****** had issues with.  This happened while I was recovering from heart surgery so our response was slow for the customer.   They provided a breakdown of cost for the ****** ***** last week for us so we can move forward to get them taken care of.  Some of the cost fell back into what insurance owed and part of it falls on Royal.  We are making sure they don't have any expense in getting the ****** *****s replaced.  I have been in communication with *******

  Thanks,

  ******

  Customer response

  10/11/2023

  
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Damaged Driveway: Signed contract on 8/22/22 for new roof and gutters for my house. No paper contract was provided. A few days later, the salesman, **** *******r texted me 3 pages showing the numbers. They were to replace the roof and gutters, which was completed satisfactorily. However, when the materials were delivered, they broke 5 (612 sq ft) of 9 (990 sq ft) concrete squares on the driveway. I would like the 990 sq ft replaced, since the colors will be very different between new and existing concrete. ****, the contractor, came out and said they would make this right. Later, I received an additional insurance check for the roof totalling $3,886.00 I called **** and he said it was okay for me to keep and then we would settle up for the difference. I've called him numerous times since then, and left messages each time, both on his cell phone *************) and his office number ***** ********. He has never returned my calls. I called the salesman, **** *******r, who told me that he never received payment for this sale. He also does not work for the insured anymore. The typical price I've found for concrete driveways, tear out and install new, is approximately $14/sq ft. $14 X 990 sq ft = $13,860 13,575 - $3,886 (insurance check) = $9,974 still owed.

  Business response

  05/23/2023

  We are looking into this matter now.  

  Added  5/25/2023

  After further investigation, it looks as though we had let the customer keep his remaining balance owed to Royal to help pay for the driveway damage even though it clearly states in our pre job walk through that our company is NOT liable for damage to driveways and Mr. ****** did sign this.  I have attached this document with Mr ******'s signature.   
  
  

*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. ↩