ReNew Home Designs Reviews (%countItem)
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ReNew Home Designs Rating
Address: 6700 Alexander Bell Dr STE 216, Columbia, Maryland, United States, 21046-2105
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My elderly mother-in-law showed to me a card left by a "salesman" from ReNew. Card stated that he had inspected the roof and found five major issues, including sagging, dips, nail pops and possibly multiple layers of roofing. Salesman wanted her to replace the roof, but she sent him away.
The roof is actually less than four years old and the old roof was stripped to the plywood before being re-shingled. The contractor even replaced a couple sheets of plywood due to damage, and the roof is very sound and looks great from the street.
Representative gave all appearances of trying to scam an elderly person.
Mr. W,
First, thank you for taking the time to give us feedback through our partners at the Revdex.com. For better or worse, a significant portion of our business (about 15%) is replacing roofs that are less than 5 years old and were not installed correctly. The person that spoke with your mother in law is a roofing inspector, not a salesperson. Before any inspector can interact with the public, they must complete a in-depth training process in which they learn about each and every component involved in a roof installation. They also train in detail on all best practices of roofing installation. Certainly human error happens, but it is much more likely that there are visible problems on the roof that our inspector picked up on that the untrained eye often misses.
Just as importantly, the inspector was offering a free attic inspection and estimate from a state-licensed and factory-certified project manager. The inspector cannot "sell a roof". If an inspector noted possible damage, our project managers come out to do a more thorough exterior inspection as well as an attic inspection at no charge. At this time, if the roof were determined to be in better condition than we observed from the street, we would have told your mother in law that was the case and, of course, not recommended to replace a perfectly good roof. This rarely occurs based on how well trained the inspection team is, but human error does happen from time to time. We can provide references of customers who we have told their roof was in good shape and recommended no replacement.
With that said, we completely understand a healthy degree of skepticism these days and we take customer concerns very seriously. If you have any further questions, please call us and we will be happy to come out and have a second look at no charge.
Contract for bathroom conversion not being met and no contact from installation company on install date.
We signed a contract on 4/13/18 for a tub to shower conversion. Per the contract, the estimated completion is 4/6 weeks with a 5 day cancellation. Our deposit of $2,640 was given to the on 4/13 with a bal due upon completion. As of today, 7/11 they have not provided this service. We have has (2) cancelled install dates. One cancelled the night before, the 2nd one was cancelled the day of install 45 min after they were due on 6/27. I was told they would call me back that day with a new install date. No one called back so on 7/11 I telephoned the office. I was told that the Install Manager was off. I asked when will they be back, he said I don't know I only answer the phone. I reiterated our conversation by saying, so, you have no idea on when someone will call me back and he said yes. I explained I had been waiting on a call from 6/27
on a 2nd install cancellation and he did not offer any additional help or commitment on a return call. We feel at this point in time which is now week (13) more than double the est time of completion that we may never get this conversion and will be out our deposit of $2,640.00 since they are not returning or answering our calls. They will not allow us to cancel since parts are ordered and beyond the (5) day time frame to do so.
We would love to have an install date for our conversion but since they have not been able to do so, we would like to have our deposit of $2,640,00 returned and find another company that will honor their contracts and respect their customers.
Immediately after receiving this complaint from Ms. (approximately an hour after the email reached my inbox) I personally called her to find out exactly what happened. Within 1 business day of Ms. and I speaking, we had an installation date for the following week on the calendar. Addressing the scheduling and communication issue, we did have a scheduled vacation for one of the managers in our scheduling department. That is in no way an excuse for the lack of communication that the ***s received from the scheduling team. We also were down one crew for a period of time which made scheduling during our busy months challenging. This was the reason for the scheduling difficulties. We remedied this situation internally and are back to normal.
As an owner, I sincerely regret the ***s did not hear from my scheduling department within the timeframe that we strive for. I also regret that this rose to the level of Revdex.com involvement. With that said, we value the Revdex.com and our Accreditation and one of the most valuable parts of the Revdex.com is to bring any serious issues directly to upper management. This is important so that we can quickly and productively address customer concerns. The process did exactly what it was supposed to in this case. The ***s dealt with me personally from the complaint to completion and I am happy to report that within one week of the complaint, the project was installed and they are very happy with the new bathroom. I thank them again for their business and we welcome all feedback as it helps us grow.
Paid 4700 for roof install. Realized that the installation was not complete and hazardous materials were left in my yard and in my attic.
Paid 4700 for roof install. Realized that the installation was not complete and hazardous materials were left in my yard and in my attic. I attempted to speak to the store manager who said she would send someone out but never did. When I called back she was short knew nothing of my purchase and refused to forward my call to the owner as requested. She refused to give me a time and date to have services completed. When I told her I wanted partial refund she said she had to speak with her project manager.
Refund or partial refund no less than 1500, as I still have to have someone replace the boards that were not replaced but paid for.
We replaced Ms. roof. There are three problems that she has mentioned and we welcome the chance to address all three:
1. "hazardous materials" in the attic:
The hazardous materials in the attic to which she is referring are sawdust and small pieces of debris like old tar paper. As we told her during her welcome call when we review the work order with our customers post sale, we do not enter the home during the process of installing a roof. We would have no way to access her attic. The sawdust was from cutting in new ventilation which was required and explained at the time of the estimate. In addition, Ms. does not have plywood decking, she has the older style of planking. This means that there are literally thousands of linear feet of seams through which debris will fall during a roofing installation. There is nothing that ReNew can do about this. We have attached pictures to show what we are describing.
Ms. knew what would happen and how it would happen. We are unclear of what could be done to address this concern.
2. "hazardous materials" in the yard:
Ms. said that she had a few nails and shingle debris left in her yard following our post installation clean up. Any nails or debris left behind is unacceptable to ReNew and we, therefore, sent a cleanup crew out on 27 June (8 business days after we received payment) to do a full magnetic sweep and manual cleanup of the property of course at no charge. We also have to mention that this is longer than is usually takes us to get back out to perform any service, but as we all remember, June was an exceptionally rainy month. This delayed our service team extensively. The condition of our customer's yards is extremely important to us.
Ms. claimed that we would not give a date and time for the service date. Unfortunately, this is simply untrue. We completed the service, so we of course, had to give a date to complete it.
3. Regarding I have attached a scan of the work order to this reply. Our project manager who wrote the original work order included up to 20 feet of wood replacement and we replaced 30 feet of wood. After checking our communication logs, we have no record of a request for the pictures, but we have pictures of all wood that was replaced. We have attached them to this communication also and forwarded them to Ms..
We genuinely have no idea what Ms. wants a refund for. All work is complete, the project looks great, no problems with the roof have been alleged or mentioned to us. Sadly we suspect that this complaint is an attempt to use the Revdex.com to try to reduce a bill for a job well done.
Roof Warranty Coverage
I recently purchased the house on 8/25/2017. During settlement, the previous owner's real estate agent said that there was a warranty on the roof of the house. I thought the warranty automatically transfer over to the next owner. I called on 12/29/2017 to see if someone would check the roof. I saw a few spots on the ceiling and just wanted someone to check the integrity of the roof. I was informed that the warranty was voided if I did not send in writing that the property transferred to me within 2 months of settlement. I am writing this complaint in order to have that warranty re instituted on the property.
I would like the warranty place back on the roof of the house.
Hello ***,
I have personally checked with every member of my team and reviewed all our phone records company-wide. I can find no record of any such conversation and all members of our team clearly stated that they did not have any conversations with any of our customers regarding the transferability of warranties.
I believe that Mr. is confusing ReNew, the installer of the roofing products, with GAF the manufacturer of the roofing products. I believe that based on the fact that we do not have the policy. This is a quote from the GAF (manufacturer) website warranty document:
"This limited warranty may be transferred only once. The second owner must notify GAF in writing within 60 days after the property transfer for warranty coverage to be transferred. (Other than this one transfer, this warranty may not be transferred or assigned, directly or indirectly.)"
Also please take note of the fact that the document clearly states that the second owner must perform the transfer. This is not something ReNew can do as we do not issue the warranty, nor is the warranty on a property that ReNew owns.
Please note the following from the same warranty page:
"If the transfer takes place afterwards, the length of this warranty shall be reduced to the two-year period after the ownership changes."
This means that the roof IS currently under warranty from GAF. Based on the lack of adherence to the manufactures policies, the term of the warranty has simply been reduced.
If this is the reason for the complaint, this complaint should be directed at GAF, not ReNew, as Mr. is has issues with a warranty from another company not ReNew Home Designs.
Thank you,
Jared A
(The consumer indicated he/she ACCEPTED the response from the business.)
I have to reach out to GAF in order to resolve this matter. I was not aware of the policy of transfer only until after I attempted to use the warranty. I did reach out Renew and sent images via email and never received a response from them.
Had a card on my door the other afternoon from this company. They apparently climbed onto my roof because they said I need 6 major repairs. If they did they need to be investigated for trespassing, if they didn't, they straight up lied because you can't see "Nail pops" or "Granule loss (????)" from the ground, it is 3rd story roof. I have reported them to the police for soliciting in a neighborhood that does not allow soliciting.
Either way they are misrepresenting what they do or they are trespassers, either way they are criminals.
ReNew home designs put a new roof on my house recently. They were extremely efficient and showed up to do the work quickly. Very professional work, and the roof looks great. I've had neighbors comment on how great it looks.
Billing is incorrect. Not my name.
My name should have been on the bill. My Father agreed to co-sign with me because I couldn't get it done by myself. My Father is the only name on the bill. Was also told that there wouldn't be any interest for 18 months and it is being charged to my father. I have tried to get in contact with the company and my calls are not answered and massage are not being returned.
I would like to have my name on the bill and my father's name second as was agreed to. My desired resolution of this matter includes: 1. repayment by Justin of funds received by him, and of all interest and penalty charges, from *** account ending in *** 2. confirmation to *** that the aforementioned *** account has a zero balance 3. acknowledgement and implementation of the signed contract agreement for roofing services provided to *** according to the terms stated in the said contract, billable to *** and with all invoices and correspondence addressed to *** at the address where the roofing services were provided
On 03/25/17, Mr. purchased a roof replacement from ReNew. Despite our best efforts and submission of the file to our portfolio of finance companies, we were not able to obtain an approval for Mr. project. We advised Mr. that this was the case. We offered Mr. multiple options to move forward. We let him know that we may be able to get an approval with another person's information. Mr. suggested his father. On 3/30, ReNew was able to obtain a financing approval in his Mr. father's name: Mr. ***. Thankfully we were able to offer Mr. *** the exact financing terms that we had offered to his son. 18 months of no payments with all interest waived if the balance was paid in full during the 18 month promotional period. This is commonly referred to as 18 months Same as Cash financing. The ***'s were happy. ReNew proceeded to install the ***'s roof. The installation went well.
We heard nothing for the ***'s for months following the installation of their new roof. There were no services or problems with the roof. Months later, we received a call from the financing company with Mr. on the line. He was unhappy that the financing was in his fathers name. We were unsure of the reason for the call since this was all made clear well before the roof was installed. If the ***'s were unhappy in any way with the financing options offered, they were under no obligation whatsoever to move forward with the roofing installation. After the roof is installed, however, there is nothing that ReNew can do to change the ***'s financial obligations to the bank they chose to finance their project. Also, the bank found that everything was explained properly prior to the installation of the roof and the completion of the paperwork. In other words, they too, researched the ***'s file and found that all steps of compliance and disclosure were followed correctly. We place the highest emphasis possible on ethical and compliant business practices at ReNew.
There is nothing that ReNew can do to change the terms and conditions of the financing since the financing agreement is between the ***'s and the bank. Mr. has not expressed any concern about work that ReNew has performed. The payment agreement that the ***'s have with their finance company is not under the control of ReNew. We have no ability to alter the terms. There has not been a problem with the roof. This is what the finance company told the ***'s when they spoke. We greatly appreciate the ***'s business and their roof is under warranty for a very long time. If there is ever anything that we can do to help them, or any of our customers, in any way, we would be happy to do so. Unfortunately, we cannot order a third party bank to change the terms of their agreement with one of their customers.
Thanks,
Jared
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the statements of ReNew in response to my complaint of establishing a false loan account for services
provided for repair of my roof. ReNew established an unauthorized loan account in the sole name of my father in spite
of my clearly and emphatically expressed instructions that any such loan account was to be a joint account, with my father
as co-signor only and myself as primary responsible party, and only in the event that I was not able to obtain the necessary
loan in my individual capacity. Notwithstanding my specific instructions regarding that repeatedly stated absolute
requirement to activate only a joint loan account (and only if necessary), ReNew and Jared victimized my father by abusing
their access to my father's personal data (shared with them solely if the need to activate a joint loan account arose) in order
to activate a loan account with *** in the sole name of my father, and not making any reference to myself, for services
provided to me and not to my father.
At no time did I authorize or give permission to ReNew or Jared to establish any loan account in the sole name of my father
for services to repair my roof. At no time did my father authorize or give permission to ReNew or Jared to establish any loan
account in his sole name for services to repair my roof. Yet ReNew and Jared did deceptively establish and activate a loan
account in the sole name of my father for their services to me, without prior authorization from either myself or my father,
tantamount to identity fraud, and engaged in with no regard to professional ethics or moral responsibility.
The response to my complaint from ReNew and their agent Jared is inadequate and includes several incorrect details.
Jared stated that "on 3/30, ReNew was able to obtain a financing approval in his Mr. father's name: Mr. ***.
The ***'s were happy." Jared makes no mention of an attempt to obtain joint financing with my father as co-signor.
Also, Jared would not know whether or not "the *** were happy" because he never made contact with my father
about establishing a loan account in his name only. I do not know why Jared would submit a totally incorrect statement
in connection with my complaint.
Several other incorrect statements appear in Jared's reply to my complaint. Jared stated that "the bank found that
everything was explained properly prior to the installation of the roof and the completion of the paperwork. In other words,
they too, researched the ***'s file and found that all steps of compliance and disclosure were followed correctly." However,
my father called the bank, ***, about their bill to him: he had never heard of *** before and had no knowledge
of the loan account having been opened. The *** agent (*** (855) *** ext. ***) advised my father that
the loan account was opened as authorized by telephone contact with Jared. She further advised that *** did not have
a load application from my father, but relied on my father's personal data, as provided by Jared. I do not know why Jared would
insinuate that myself or my father had any contact with *** at any time prior to this current complaint, because that is
untrue. Jared also stated that "The payment agreement that the ***'s have with their finance company is not under the
control of ReNew.". However, Ms. also advised my father that they will close-out the loan account that is in my father's
name once ReNew returns the cash that *** has already paid to ReNew.
Neither I nor my father at any time agreed to or authorized ReNew or Jared to establish a loan account in the sole name of my
father for the roofing services that they provided to me. The services were provided at my home, not at my father's home. Both
my father and myself consider that the activity of establishing a loan account by ReNew for the economic benefit of ReNew but
without authorization and based on my father's personal data, only provided in the event that it would be necessary to
establish a joint account, to be tantamount to identity fraud, and to be professionally unethical and morally irresponsible.
joint account
Excellent company. My roof replacement was quick and painless and they did a great job with clean up afterwards. They really took the time to explain everything in detail and make sure I was satisfied with the work. My new roof looks and functions great. I would gladly hire them again.
The staff that came to the house to discuss my roof was courteous. They were thorough with their inspection. I live in a townhouse community and we walked through the community evaluating other roofs and to make certain my new roof would meet HOA guidelines. The installation crew arrived on time and did a nice job. The crew replace all of the wood on the roof because it was rotten and weak after 30 years. This resulted in additional cost which was acceptable.
I am glad they didn't install the shingles over the existing wood. They did the job correctly. My new roof looks good and will provide protection for a very long time.