After that first storm, I still believed Rackley Roofing would make it right.

Originally published on Medium

This installment in my ongoing documentation of Rackley Roofing (R.D. Herbert & Sons) in Tennessee explores how small promises and delayed responses turned a straightforward roof repair into a slow erosion of trust.
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Summary

After the first leak, I believed Rackley Roofing would make things right. The project manager sounded professional, reassuring — the kind of confidence that makes you think a company will stand by its work.

Then came the new proposal: the same repairs we had paid for only a year and a half earlier. When I questioned it, communication stopped.

Storms came, leaks returned, and each one brought more damage — cracked drywall, soaked insulation, blackened wood.
I sent photos and updates after every storm, even buying a thermal camera to monitor moisture levels and document every new intrusion. Each time, there were promises: “We’ll make it right.” Weeks became months. Optimism turned to silence.

An internal email accidentally copied to me said my concerns were “valid.” That moment… seeing acknowledgement but no action marked the shift from belief to resignation. By the third storm of the season, it was clear the company no longer intended to fix the problem.

What stayed with me wasn’t just the damage, but the realization that silence can feel like a second leak, one that seeps into your trust.

Key Takeaway

Hope turns into evidence when communication stops. Silence, left unaddressed, can cause more damage than rain ever could.

Ongoing Transparency

Every step of this process, from photos to inspection findings, remains part of a verified record with the BBB and Tennessee Board for Licensing Contractors. The full documentation and related correspondence are available through the Medium transparency series.
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