Complaints

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/27/2023 this company came out to reroof on my home to bring it up to code. The initial fee quoted was *****. Final job price was nearly 15k. When I asked about why the additional fee, I was told it was due to extra weight at the dump because I had 3 layers of 30# felt. A test section would have revealed that before he showed up at my house with a homemade dumpster that was 1/4 full of cut-down trees.The job was done very poorly. The cuts on the edges of the roof were all scalloped, some pieces sticking out over an inch. I was also concerned about the shingles sticking up all over the place. I was told that the shingles would settle as the temps warmed up, not to worry, and they seem to have finally done that.Beginning 12/16/23, we had our first rain since the job was finished and awoke to rain pouring into the East side porch. I let *** know via e-mail with pictures/video, and he said he'd be out to take a look. I e-mailed him again on 12/21/23 12/24/23 and 12/29/23. Finally, 12/30/23 he responded with ************ has been closed...I will contact you next year, Tuesday," and left me with a leaky roof.During that time I was cleaning out my gutters and discovered that the metal drip edge on the East porch had gone missing & all that was left was metal pieces sticking up. I informed *** of this. He did finally come out, & when I addressed all of my concerns to him with the roof, I was told to stop talking or he'd leave. He has attempted to fix it three times, yet it still leaks. His final answer to me was on 2/9/24, "From what I see in the video it's leaking well beyond the roof and the flashing," which it is not. "I would advise making sure the gutter and downspouts are clean, and if that doesn't work call an aluminum company and get a "pan cover" put on."His company caused this damage & I feel his company should fix it or pay to have it fixed.Unfortunately, I am unable to attach to this complaint the videos of the rain pouring in I sent him.

  Business response

  03/31/2024

  The additional fee's for extra layers of 30# membrane were billed according to the first line in the contract, which included additional dump fee's and the additional labor.  Supporting pictures were provided to the homeowner. It's not standard operating procedure to "test cut" any area's for extra membrane, just like you don't open suspected area's for rotten wood.  
  
  At the homeowners request - There were a total of 5 inspectors,4 county and 1 state. One of the county inspectors was  the Head Inspector for all St Lucie County. We passed all their inspections, showing the roof complied with and/or exceeded the ******* Building Code, which includes all needed drip edge, and no shingles sticking out over an inch.
  
  During the holidays, we like to give employees time off to enjoy with their families.  We have protocols in place to screen any emergency problems such as water intrusion into a house.  Due to the emails provided - it was determined that this was not an emergency, and didn't need to be treated as such.
  
  In good faith, we attempted to fix a 20+ yr/old attached aluminum screen enclosure that purportedly was not leaking prior to the new roof.  By the 3rd attempt, it became evident that the problem was not the new roof installation, and further maintenance/action was needed by the homeowner, and/or installation of aluminum by another aluminum contractor.
  
  We strive to provide a safe and respectful environment for our customers as well as all employees.  My last in person interaction w/********************** she was combative and argumentative, in which I had to say I didn't want to argue, and dismissed my self as politely as possible to avoid further confrontation.  

  We have done everything to try to reassure her that everything was done according to code and industry standards,  including 5 independent inspectors, and to satisfy her.   Each time, something new comes up, and we are at a loss, and feel that despite our best intentions, we will not be able to satisfy her, now, or in the future.  

  Customer response

  04/02/2024

   
  Complaint: 21445455
  
  I am rejecting this response because: ************ damaged a roof attached to this home, regardless of age, and should be held responsible for fixing it.  Yes, attempts have been made to correct it, but it is still a problem and an inconvenience, and is causing mold and mildew damage.  The longer this goes on, the more damage is happening to the floor and screens on this porch.  The rainy season is coming, and this needs to be taken care of sooner rather than later.  All I am asking for is that this company be held responsible and made to fix the leak in this metal roof that they caused by removing the original flashing and/or possibly stepping on the existing metal roof.  We've gone from pouring water to a quick running drip, which is an improvement.  But to tell me the leak is beyond where he repaired is ridiculous (see attached photos).  You can clearly see it's only about 6 to 8 inches from the joint of the roofs, almost exactly where the metal flashing he installed ends.
  
  Sincerely,
  
  ***********************************

  Business response

  04/14/2024

  It's not my roof leaking, or my flashing that is leaking.  From her own statements, the aluminum roof is leaking, not my pitched asphalt shingle roof, or my flashing.
  
  If someone stepped on this aluminum roof, they would have had fallen thru the aluminum roof, since the aluminum panels are not meant to hold any weight.  
  
  The last 2 times we have communicate, I have strongly suggested that the gutters and downspouts of the roof enclosure be thoroughly cleaned, because while at the job site, it was clear that both were full of leaves, which could be causing the water to back up and leak.
  
  Maintenance and Cleaning of an attached aluminum and gutters is not my companies responsibility.   
  
  And if the preexisting 20+ year old aluminum roof is leaking "6-8 inches" from the where my roofing and flashing ends, I can't be reasonably asked to held responsible for such a problem.
  
  My contract to remove and replace the pitched asphalt shingle roof, was fulfilled, inspected and passed all required state and county inspections.  My contract was to replace the pitched asphalt shingle roof only, not replace or repair the aluminum attached roofs.  Any requests beyond the scope of the contract is deemed unreasonable and unrealistic.  

  Customer response

  04/16/2024

   
  Complaint: 21445455
  
  I am rejecting this response because: Although, as this business states, it is not their roof that is leaking, it is, however, a roof they damaged while working on the main home. 

  This business keeps telling me to clean my gutters and downspouts out, which is always done several times over the winter while the oak trees here shed their leaves daily for weeks on end. This company is trying to communicate that a pitched aluminum roof is backing up 12 to 15 feet because of supposed clogged gutters.  First off, I clean these gutters religiously during winter months.  Secondly, I do not know any kind of rain that will back up that far on a pitched roof, and I've reiterated this several times.  Common sense and the laws of gravity tell you that water does not run uphill.

  And yes, the preexisting aluminum roof is about 18 years' old, not 20+ years' old.  However, I do not understand what that has to do with the fact that it was in perfect shape and not leaking before his crew stepped foot on this property.  It is also not leaking 6 - 8" from where his third attempted repair ends, it is leaking exactly where his repair ends, and one of the areas that has been leaking from the very beginning of this fiasco.  And yes, I can and most certainly do expect him to be held responsible for a problem he and his crew caused.  This is not an unreasonable or unrealistic demand.  If, indeed, he felt this way, then why did he agree and attempt to make the repairs in the first place?  He knows his crew messed up and ripped off the flashing over that porch or he would not have been, as he has stated, held responsible or made any repair beyond the scope of his contract, which he did.

  Again, he has made several attempts to repair it, but has still not gotten it quite right, and it continues to be a problem every time it rains which causes further damage to my porch and continues to keep me from being able to use my porch in inclement weather. 

  I believe that this company feels that, if put off long enough, I will back down.  I will not.  My home is supposed to be a place to rest and relax, and for months now, every time it rains, I have to run to move everything to keep it from getting wet. 

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

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