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Russell's Roofing Company Inc complaints

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2244 Papermill Road
Winchester, VA 22601-3617 | Get Directions

(540) 667-4965

https://russellsroofingcompany...

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Total Amount in Dispute:
$900.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Russell's Roofing Company Inc closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Russell's Roofing Company Inc

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8/22/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $900.00 Amount Settled: $0.00

Customer Complaint

7/26/2023

I purchased Bulldog gutter guard for my husband for a Christmas gift. Due to having five back surgeries, knee and neck surgeries, cleaning out our gutters has been a painful chore. The purpose was never for him to clean gutters again but the guard did not prevent this. Spinners and leaves collected on top of the guard. Russell's said I should not had purchased due to our trees. Well, that's what I bought it for. The installers saw our trees. They said they would clean the gutter. I asked for it to be removed and clean out the gutter. I was never able to speak with the owner, I am out of the money and my husband is out of his Christmas gift and has to clean gutters. Resolution Sought Reimbursement

Company Response

8/10/2023

In response to Ms. Christian's complaint, when we went there to measure the gutter for new gutter guard, we had no idea as to the type of trees that surrounded her house. It was not mentioned to our guys. I am not sure, but I believe we took a sample of the guard when we went to measure, but I am not completely sure. We have used this type of guard now for several years and this is the first complaint that we have had. She called and asked us to come and remove the guard. We offered to come and clean the gutters often at a discounted price because of the issue. She asked that we just come and take it off and leave it there along with the screws. I believe she was going to try and sell it to someone else. We cleaned the gutters when we removed the guard. As we said, this is the first complaint from anyone using this type of gutter guard. We are truly sorry that this product did not work for her, but we did offer to clean the gutters at a discounted price.

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