Complaints

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a roof installed in May of 2022 with Krueger Enterprises. We had several issues with the roofer which included damage to the exterior of the house ( paint), eaves that had not be cleaned , shingles that continue to shed beyond the normal shedding period, lifting shingles at the back and and damage to the eavestroughs which now rattle every time it is windy. They came and repaired the other items but the shingles continue to lift along with the flashing at the back of the house . We brought this to their attention initially in 2022, then on July 2, 2023 the same spot had shingles and flashing lifting. I sent an email at this time with pictures of where it was lifting. They came to repair it but then again this year, the same thing is happening in the same spot. I sent another email Sept 3, 2024 showing the same issue with pictures again. According to the invoice, there is a 5 year workmanship warranty. This same issue has now happened 3 times and now Jeremy ******* has advised that they will not come to fix it. He advised me to contact my insurance company. Why should I have to make an insurance claim for an issue that cleary had not been repaired adequately the first time and keeps recurring. He is blaming the recent wind but this is an issue from when it was first installed. * **** *** ***** ************** ********** *** ******** *** *** ********. Sadly the eavestrough issue continues as well and he claims no responsibility for the rattling eaves yet we never had this issue prior to the new roof being installed. ******* **** **** ********* *** ***** **** ******* *** ***** ******* *** ******** ***** *** ** **** *** **** ************** *** **** ******* I would like these two items fixed as per the agreement and warranty.

  

  Business response

  21/10/2024

     We replaced this roof in early June of 2022 as part of an insurance claim for wind damage, only the roof was replaced, no other work was part of the initial scope.  Since then there has been an ongoing list of complaints about issues that we do not believe are related to the roof work.  We acknowledge that there were issues initially with "damage" that we attended to and rectified I assume to the satisfaction of the owner as these issues have not been raised since except in this complaint.  The list of other complaints include:

  -A rattling noise when its windy.  We believe is from the fascia occurs during strong winds, not part of our scope of work and not affected in any way while replacing the roof.  The fascia is likely original as is the installation and fasteners used to secure it experience wear and do not hold the same indefinitely.  It could also be soffits that rattle as standard installation methods(again not installed by Krueger) allow the soffit to "float" between the fascia and J trim so never completely secured.  

  -It has been suggested that the eaves trough were somehow affected and they could be rattling, we did not replace the eaves trough and had no reason to detach and reset or manipulate them in any way during the course of replacing the shingles.  Over time, fasteners do pull or "relax" allowing for space between the eaves trough and fascia they are attached to, fasteners also break over years of thermal expansion and contraction from changes in temperature.

  -Shingle granule build up in the eaves trough.  New roofs shed granules, it is a fact and can be verified easily with a simple google search.  During the process of manufacturing, granules are laid onto hot asphalt.  Some granules are fully embedded, some partially and some barley and these will eventually become loose.  Shingles will also continue to shed granules over their life as that is a normal part of wear and tear, like a new car will not always be shiny and new, paint fades, granules will shed. We know there is no issue with the shingles if the granular coverage is uniform and consistent and the mat is fully covered.  We have been back many times to confirm this and to clean out the eaves trough at no charge.  If we suspected an issue with the shingles, it would be a simple solution, contact the manufacturers rep and have the shingles tested but this would be a waste of time as there would have to be some evidence to warrant this process.  The issue we believe is how the eaves trough is graded, there are low areas where water pools.  Pooling water in eaves troughing means water is not flowing efficiently, which means sediment will settle in the low areas.  These areas happen to be observable from second story windows so able to be monitored more frequently than usual.  We would be happy to take a sample of the shingles and send them for testing, there is a cost involved.  We would propose that if the test comes back negative to defects, the owner would pay for the cost involved, if positive, we will pay and pursue a claim to replace the complete roof. We are willing to provide an estimate for this. 

    We have been back to this address conservatively 15 times to attempt to address perceived issues.  The issues continue to expand well beyond what we were contracted to do.  We have been told when trying to explain possible reasons for the issues that we are not to be trusted and we are not believed.  At this point, we don't believe that this owner will ever be satisfied or that we will be able to correct all the issues, roofing related or not.  

    This particular complaint is related to shingles lifting at the rear lower roof, the shingles lifted are the decorative row installed over the wall flashing that insures water shed between the roof and wall.  This is a common issue and related to the difference in thermal expansion and contraction rates between the metal flashing, asphalt shingles and wood structure and plywood.  We have attempted to re nail the flashing but clearly that is not enough.  We are happy to come back one more time and install screws which should hold indefinitely.  I am also willing to attend with our crew to ensure that there are no other issues related to the work we completed.  We will need to have permission to access the house and back yard to complete this work.  We will document what we do and provide that to the owner along with any other issues we find to help develop a scope for repairs to solve the other issues.  

    * ** ********* ** ***** ** **********  ************

  Best Regards

  Andrew ******

  Krueger Ent

  Customer response

  22/10/2024

   
  Complaint: ********  
  I am rejecting this response because: 

  I am in receipt of the response from Krueger. They can email me to set up a time to fix the lifting shingles at the back of the house as they have agreed to in their email response.

  Regarding the rattling noise that they claim they had nothing to do with, our home in the 8 years we have lived here prior to replacing the roof did not have this issue. Something in the process of replacing the roof happened to cause this. In the process of replacing the roof, there was damaged to the paint on the house( which we asked them to fix), debris all over the yard including nails, metal pieces, food and canned drinks ( which we asked them to clean up), scratches on the windows ( we didn't even mention this ) , so it is not surprising or unexpected that the rattling is due to damage from the installation. 

  As for the other visits to repair several items that were damaged during the replacement of the roof, these were warranted and valid complaints.  ******* ******* ******  **** * ********** ** **** ** ****** ***** ********* *** ******* ** ****** ********* * 

  I look forward to hearing back from them directly to set up a time for the repair. 

  
  
  Sincerely,
  
  Tuesday *****

  

  Business response

  23/10/2024

  I will contact Tuesday directly and schedule a meeting with myself and service crew to correct the lifted flashing and review any other concerns.  

  Customer response

  24/10/2024

   
  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,
  
  Tuesday *****

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