Complaints

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Applied for repairs in February 2024. Disabled from being beat up at work. My 21 year old live with me. After successfully submitting all documents. This business declined work on my roof. In August 2024. I am on fixed income. My son just went back to work and we are in desperate need of a roof. I was forced to spend my little check and get a Nitary, *** stated it was required! After that we were treated inhumane. Please investigate. The business is one of the Racial issues, Americans are facing. There are shingles missing and leaks. Please investigate this business, when dealing with BLACK Americans.

  Business response

  09/24/2024

  Please see below a detailed timeline of the ******* ****** file and why it was ultimately declined after 5 months of not getting the requested documentation.
  3/11/24 ******* ****** applied for critical home repair
  4/3/24 Our team completed an intake and inspection visit of her home. The inspection revealed she was in need of a new HVAC system and that her roof,while missing shingles was not leaking (so not critical).  RTSNV agreed to replace her HVAC.  However, we needed her to complete her file with the requested documentation that she was supposed to have ready upon our visit.  Those items include but are not limited to pay stubs, bank statements, social security award letters, zero income statements, utility bills, proof of ownership etc. She agreed to get those things into us ASAP.
  4/3/24 Received email with bank statements for ******* and Sebettron joint bank account
  4/3/24 *** spoke with ******* explaining we needed Sebettrons PAY STUBS for the last two months
  4/11/24 Letter sent to ******* requesting Sebettrons Pay ******
  4/15/24 ************* STATEMENTS for Sebettron
  4/16/24 Received Pay Stubs for Sebettron for December of 23 and January of 24, MUST be 2 most recent months, not from 4 months ago.
  4/17/24 Sebettron says he can not provide most recent pay stubs do to ADP app not showing them.
  4/24/24 Requested notarized itemized explanation of random deposits in checking account
  4/30/24 ******* called to give explanation RTSNV reminded her we needed this in writing, and it needed to be notarized and we still need the pay stubs
  4/30/24 (afternoon) received notarized explanation of deposits (still missing sons pay stubs)
  6/5/24 ******* called to check on status, she was told we still did not have her sons pay stubs.  Stated son was no longer working.  RTSNV mailed ******* a zero income form for her son to fill out and have notarized.
  6/20/24 We received Sebettrons work schedule from ******* (hired on 6/8/24).  Sent letter to ******* stating that his schedule was not sufficient that we needed his first pay stubs and the zero income form for before that.
  6/25/24 ******* called for status update.  Was told letter was in the mail explaining that we need paystubs and a zero income form, not a schedule.
  8/12/24 Received more bank statements for June and July
  8/12/24 Received screen shots of Sebettrons pay stubs that did not show dates, pay etc.  Explained that we needed to see whole pay stub
  8/12/24 Received 2 months of official pay stubs for Sebettron.
  8/13/24 File was marked as complete ready for repairs.
  8/20/24 RTSNV contacted ******* about scheduling her HVAC replacement.  At this time she stated that she already had her HVAC fixed and wanted her roof replaced instead.  After reviewing her original inspection, RTSNV declined her request.  Her roof is not leaking and is not considered a critical repair.  This was explained to her in depth.
  
  RTSNV is funded through different municipalities and the Federal Government.  Our document requirements are VERY strict, and we must go through a thorough financial audit as well as monitoring for all of our critical programs from the municipalities that we serve.  ******* ****** was repeatedly asked for specific paperwork and repeatedly gave us the wrong paperwork, that is the reason for the delay in qualification.  We do our very best to help all those that apply.  While she does qualify financially, and we would have happily replaced her HVAC, her roof does not fall into what is considered a critical need.  Therefor her file has been declined.
  

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