Complaints

• Initial Complaint

  03/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  R/J Group put a new roof on my house 2 years ago. The roof is now sagging and bumping up in several places. They are unwilling to do anything about it. Apparently the 5 year warranty only covers leaks and not aesthetics. They admitted it may decrease the value of my home now.

  Business response

  05/02/2022

  Business Response /* (1000, 5, 2022/04/07) */ On or about April 13, 2020, R/J Group, Inc. began the reroof of the home located at*********************************** by removing the existing shingles and dry-in. As with most reroofs, the plywood (substrate) tends to flex between the trusses (situated 2' on center) and usually will deflect due to natural causes of the reroof process, specifically by removing the extremely heavy weight of the shingles that made up the roof being removed. This is a common occurrence especially when reroofing homes built after 1992 that have used 7/16" plywood/OSB roof decking, which is allowed by Florida Building Code (FBC). Please note that these 7/16" products are widely termed as 1/2". 7/16" plywood/OSB is 1/16" shy of 1/2" but that 16th of an inch is an integral dimension of the substrate. We're not stating that this is the only reason for the roof deflection that this complaint charges (sagging & bumping up), rather it is one of the reasons that the substrate deflects; deflection happens. Other reasons are ventilation issues, wider irregular spans, voids in the plies, etc. The home in question is not anomalous to this situation as there are multiple homes right now in this neighborhood including but not limited to their next-door neighbor where deck deflection can be seen from the ground. This neighborhood is comprised of multiple elevations/floor plan homes built by the same builder and the occurrence of deck deflection can be spotted throughout the neighborhood. That being said, our contract states that we were to replace rotted compromised plywood that could not be shingled over, which we remove and replace in those instances. We cannot receive a city inspection without doing this. However, we do not replace, as part of our regular process, deflected plywood when it is not compromised. In this instance a city of Port Orange building inspector was at the site during the tear off, walked the deck, checked the deck and nailing pattern, and signed off on the permit placard on April 15, 2020. We cannot install shingles without that inspection. Further, the same inspector was back on site on April 22, 2020, walked the roof, checked the nailing, checked the valley's, checked the decking, and shingle installation and gave us a final roof inspection. This deflection has nothing to do with the integrity of the roof as we have not had one leak called in by them, thus we feel that they do have a good well-performing roof. Further, as stated above the deck deflection has no effect on the performance of this product. Finally, we emphatically rebut their statement that this decreases the value of their home. Consumer Response /* (3000, 7, 2022/04/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) You can see that the roof looks bad and I was told that they're sorry that it devalues my house. Business Response /* (4000, 9, 2022/04/12) */ In an effort to help alleviate this problem, R/J Group, Inc. will agree to replace one (1) area in the field that the owner and R/J group, Inc's professional representative mutually agree is the worst area of concern excluding any valley's and/or ridge. That area will be limited to one (1) sheet of plywood and the quantity of shingles necessary to cover it. However, the owner must agree in writing, before we move forward, to remove this complaint and accept this one-time offer as it's sole remedy. Consumer Response /* (2000, 11, 2022/04/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I guess I have to accept because they refuse to acknowledge that the entire roof is a problem.

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