Complaints

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********************** Roofing replaced my roof in June ********************************* May 2022. Grant ********************** said they would fix any issues. The old roof had a water diversion over the front patio area. When ********************** Roofing replaced the roof, they installed a new water diversion. Since then, the water drips onto the patio after rain for several days through the seams in the water diversion. This never happened with the old water diversion. ********************** Roofing tried to remedy the problem, but they compromised my roof by nailing a new water diversion on top of the new shingles, therefore making holes in the shingles. The water can get underneath this new water diversion causing issues with the integrity of the roof. This repair didnt fix the issue. I think the main issue is the first water diversion is not installed properly to allow the water to flow off the water diversion and the water sits in the water diversion for days. I told ********************** Roofing this information on June 6, 2023 and they said they would fix the water diversion pitch. They never fixed the pitch. I have emailed, texted, and called and they have not fixed the issue. They claim fixing the pitch is above and beyond normal and are calling it an architectural design issue. It is a standard roof with a water diversion that has worked extremely well in the past. The water dripping on the patio causes ice to build up in the walking area and is a safety hazard.I would like to get this issue fixed. I want the shingles replaced that they nailed through to install the new water diversion, since this will cause problems in the future with water leaking through the holes in the shingles.StillShot.png Shows a still shot of the water dripping through the seam in the water diversion onto the patio.20230605_181155.jpg Shows water sitting in the new water diversion.The following 3 photos show the new water diversion nailed on top of the new shingles: 20240514_141241.jpg. 20240514_141322.jpg, and 20240521_123743.jpg

  

  Business response

  11/13/2024

  We replaced the customer's roof according to Boulder County Code requirements. The customer filed a claim with her insurer for hail damage to her roof. Her insurer paid for everything, meaning a full replacement of her roof, less her deductible, which was not much. During tear-off, we discovered that there was significant water damage to the area that the customer is referencing. So the previous diversion clearly did not work. We recommended that the customer put in gutters in between each exposed rafter over her front patio, which we believed would have eliminated the dripping of water over her patio, completely. This would have been an additional expense as it was outside the scope of repairs that insurance would cover, because it was not on the home prior to the roof replacement. So the customer said that she did not want to do what we recommended. After she called us regarding the dripping of the water over her patio, we returned to her home four different times to try and remedy the issue she is referencing. We put in a diversion of 2x4 inch steel above the patio in an effort to route the moisture, from the same problematic area, to the existing gutter system along the left, rear elevation. According to the customer, there was still dripping over her patio, after we put in the diversion. So we returned and installed a second diversion. The first time we stuck the diversion under the shingles and the second diversion was installed over them, both times properly, with a significant amount of silicone, and a steep pitch. Between installing the roof and installing the second diversion with a steep pitch, we did not hear from the customer for two years. This is the first time we have heard of any new issue with the roof since 2022, so it came as quite a surprise to see this on BBB. We are happy to install a gutter system around the rafters over the patio, as we suggested the first time, but it will cost additional funds. 
  The design of the home does not lend itself well to proper moisture runoff, above the patio, without the gutter system we originally recommended, but that the customer declined to do. Also, in the past two years there have been additional hail storms. 
  The amount of $24,000, that the customer is claiming she is owed, is what it would cost to replace her entire roof. She has stated that the issue is above her patio, where it is dripping. To fix this, it would not require an entire roof replacement, nor would it cost $24,000 to install the gutter system that we have recommended. The complaint is not about the installation of the entire roofing system, it is a complaint regarding a very specific area of the roof over the patio, that the customer says continues to drip. The patio is only partially covered by a roofing system, connected to rafters that run above the other half of the patio. The other half of the patio is open to the elements, where the rafters run about every two feet. The roof was put on properly. The diversions, that we never charged the customer for, were work-arounds in an effort to help the customer avoid having to pay for the gutter system that we recommended that she have installed, given the type of roof line that she has. If the gutter system and diversion are not regularly maintained, meaning cleaned of debris, this can cause ice damming and dripping. Cleaning of gutter systems and water diversions on a home are not the responsibility of the roofer. It is the responsibility of the homeowner to maintain their gutter systems. 

  Customer response

  11/17/2024

   
  Complaint: 22193844
  
  I am rejecting this response because:

  I would like to rebut several points in the response from the business.  First, I did not have hail damage to my roof.  Second, there was water damage in several places on the roof and not only in the area over the patio.  This certainly does not mean the previous water diversion was not working.  The previous water diversion was diverting the water from the roof to either side of the patio.  Some of the water dripped onto the lower roof as designed and some of the water dripped outside the area of the patio, once again as designed.  There was NO dripping of water on the patio at all with the previous water diversion.  The business NEVER told me about another system.  I did not decline this other system since it was never mentioned at any time.   They ripped out the old water diversion and did not replace it as it was previously.  Also, the business did not return 4 times as they stated.  They returned twice, once to caulk the water diversion seams and another to install another water diversion on top of the roof shingles.  Neither fix worked.  The company mentioned they did not hear from me for two years.  That statement is INCORRECT.  The second diversion was installed around April 2023 and I had been in contact with them on a regular basis through October ****************************************  They told me they would fix the issue and never came back to fix the pitch of the water diversion.  The last time I heard from the company was July 2023.  
  
  The main problem with the water diversion is that it is not pitched properly to allow the water to flow off the water diversion as they are designed.  The water sits in the water diversion for days and that is why it is dripping.  I never claimed I was owed $24,000.  I want a water diversion that works as it should and as the previous one worked.  There is a significant issue with water flowing off the roof directly on to the patio because it will undermine the patio itself.  That is why there is a water diversion in the first place and this water diversion they installed does not work as it should!  This issue has NOTHING to do with having the water diversion cleaned.  There is standing water for days after rain.  

  The company did not provide any resolution to the issue besides asking for more money to fix something that should have been done right the first time!

  Sincerely,
  
  ***** ********

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