Complaints

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I discussed the installation of a new roof with the Byers' representative on April 25, 2023, I pointed out to him that the area of the roof above the entrance to my house should be stabilized to correct the sagging at the edge of the roof. This was not done during the roof replacement by Byers from May 1 to 3rd 2023. The edge of the new roof is once again sagging. I contacted Byers to discuss this problem.On August 29, 2023, Ray *********************** *** came to my home to inspect the area of concern over my entrance way to my house. He blamed the construction of my home for the sagging roof line. He refused to take responsibility for the work required on the Change Order that the Byers' representative filled out on May 1, 2023.

  Business response

  09/22/2023

  Our company completed a re-roof of the home at ********************************************************. The project was approved by the Sacramento County building department by final inspection on May 17, 2023. The contract, as customary, did not include any dry-rot repairs, which were completed by change order that was agreed upon by the homeowner *********************. The issue we found after removal of the existing roof was that there was an extensive amount of dry-rot in both the plywood deck and supporting structure. Included in this response is photographic evidence of the work that was performed under that agreement. The existing Barge rafter was patched at some time in the past and not correctly done. There was also dry-rot in the supporting outriggers, and an inadequate number of supporting outriggers. This resulted in an approximate sag of the overhang of 2-3 inches. The change order specified replacing the dry-rotted items and adding outriggers to support the new barge rafter. Once the work that was agreed upon was complete, there remained a slight hump in the roof at the wall line. Recently, we explained to *************** that we repair dry rot as per code and to insure the structural integrity of the home. This hump is considered a cosmetic anomaly and will not effect the roof in a negative way.
  There are cosmetic anomalies in other areas of the roof that resulted from the original construction. These were not caused by dry-rot or other failure and were therefore not addressed. Had we known that the cosmetic anomalies left after the repairs to the structure we made would be unacceptable to her, we would have had to increase the amount of the change order to compensate for the extensive amount of work that would have been needed to insure perfection. This was not communicated to us at the time we wrote the change order and was not expressed to us for several months after the job was completed.
  At this point, it is impossible to say that the hump could ever be completely eliminated without extensive repair work. Had that happened during the original process, it would have substantially increased the amount of our change order for repairs. We are willing to remove the roof and make those repairs, but feel we should rightfully be compensated for the additional work, making allowance for the work that would need to happen to expose the underlying structure. (removing the new roofing)
   When we discussed this issue with ***** in August, she seemed satisfied with the explanation of why we repaired the roof as we did. At that time, she was most concerned about the watertightness of the roof. The roof has not been negatively effected by the surface anomalies and should continue to provide service throughout its life. It is also backed by a lifetime guarantee which is unaffected by the cosmetic anomalies. 

  Customer response

  09/28/2023

  I am rejecting this response because:

  Let me make this simple:

  1) When I talked to the Byers representative about roofing my house, I deliberately mentioned the sagging of the roof edge over the garage and entrance way into my home.

  2) The repair of this area was written ** in the order to roof my home.  I called a few weeks after the roof was put on to Byers representative, ****, to say that the shingles were not lying flat.  He told me to wait until we had a few hot days, and that the shingles would soften and lie flat.  This is why I waited to contact Byers again.

  3) It is clear that the work was not done to stabilize  the edge of the roof line as it is once again sagging.

  4) Byers has refused to accept the fact that the work in our contract and that I paid for was not done to stabilize the edge of the roof over the garage and entry way.

  5) I do not accept Byers statement that this sagging of the roof line is no big deal.  A contract is a contract.

  
  

  Business response

  10/24/2023

  From the notes and recollection of the estimator, and supported by photographs, we had anticipated the repair of the overhang of the ***** rake edge on the right side of the house. Not over the entry way or garage. Our change order did not cover the garage over hang and we did not charge for repairs there however, we are willing to attempt to make the unevenness she is experiencing go away or at least be minimized with the understanding that we are unlikely to achieve perfection. This is an old house and surface imperfections are to be expected due to various factors. A service tag has been generated and our production department will contact the owner to schedule a crew to perform repairs.

  Customer response

  10/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me as long as their is no additional charge to me.
  
  

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