Complaints

• Initial Complaint

  11/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dispute Summary:I am filing this complaint regarding a persistent leak in my roof, which was replaced by Rock House Roofing on April 28, 2020. The leak first appeared on September 26, 2024. I contacted ****** at Rock House Roofing, who promptly sent someone the next day. They inspected the area and applied sealer, assuring me the issue was resolved.However, the leak persisted, and when I contacted the company again, I was informed that the issue was not covered under warranty and that the vent stack needed replacement. My concerns are:1.Why wasnt the vent stack replaced during the original roof replacement in 2020?2.If the area was properly sealed during the initial repair, why is it leaking again?This situation feels like an attempt to upsell unnecessary services, as the quoted repair cost is an exorbitant $1,000. Additionally, I had unresolved issues with the company back in 2020, which they promised to address but never did, citing delays due to COVID-19. My attic is still a mess with misplaced 2x4s, further showcasing their lack of ****************** add to my frustration, I received this message from ******:I have just spoken to the repair tech that completed your repair, and he indicated that he was going to attempt to correct without charging you for a new vent stack. Would you like us to send a repair quote for a new vent stack and schedule replacement?Instead of fixing the issue, they sent me a $1,000 estimate. Rock House Roofing has been unprofessional and appears to take advantage of loyal customers. I am requesting they address the leak without additional charges, as this issue should have been properly handled during the initial roof replacement.

  

  Business response

  11/22/2024

  First, we would like to note that ****** does not work for Rock House Roofing. Your email was forwarded to *****, and is currently being handled by *******, who oversees our warranties.
  Regarding your roof replacement, it included upgrades at no additional charge, improved underlayment, shingles, ice and water barriers, pipe boots, metal caps, and code-compliant items. The base of the **** stack, which was not approved by insurance for replacement, was not identified as an issue at the time of the build. This component, now nearing 25 years of age, has only recently developed issues. While older components of this nature may sometimes exceed their expected lifespan, they are also prone to breakdown over time.
  When you spoke with *******, it was explained that if the issue was not related to the roof itself, it might not fall under the warranty. We offered to provide a repair estimate if needed. When our technician visited your property, they attempted a free repair to assist in resolving the leaking issue with the metal base stack. Unfortunately, when the free repair was unsuccessful, it was determined that the base would need replacement. You were informed of this conclusion and were appreciative of the technicians effort to perform the free repair. You also requested that we send an estimate for the replacement, which we did for your review.
  We sincerely apologize for any delays following the initial roof installation. However, your concerns were addressed in early June 2020. Regarding the 2x4 pieces mentioned, those are not the property of Rock House Roofing, and there was no prior communication regarding them. Had we been informed, we would have been glad to collect the five small 2x4s, even during our most recent visit.
  It is unclear how we could be perceived as "taking advantage" when we have performed a free repair and remained willing to assist with the matter. Both ***** and ******* have responded to your inquiries promptly and have continued working with you to address this issue, which has only arisen more than four years after roof completion and is unrelated to the roof structure itself.
  To demonstrate our commitment to resolving this matter, we are happy to offer a 10% discount on the replacement of the **** stack base. Please let us know how you wish to proceed.
  Sincerely,
  Rock House Roofing
  

  Customer response

  11/22/2024

  Complaint: 22590730

  Dear Rock House Roofing,
  
  
  Thank you for your response. I would like to address several points to clarify the situation further.
  

  1.2x4s in the Attic:
  The 2x4s referenced in your reply are not debris to be collected or discarded. These pieces were originally part of the structural ridge vent, as is evident in the attached photo. It is clear that these were damaged or improperly handled during the roof installation. They need to be reinstalled correctly to restore the attics integrity, not removed or trashed. This issue directly resulted from the installation work performed by your team and should be remedied as part of your responsibility.
  

  2.Leak Diagnosis and Free Repair:
  While I appreciate the effort made to perform a free repair, it is evident that the repair did not resolve the issue. The repair technician admitted they did not know the exact source of the leak, yet the conclusion was drawn that the **** stack base must be replaced. Based on my inspection, there are no visible signs of damage to the vent stack base. The slow nature of the leak suggests it could be due to something simpler, such as an improperly seated s**** or another minor oversight during the roof installation. It is concerning that the source of the leak remains uncertain, yet I am being quoted $1,000 for a replacement that may not address the actual problem.
  
  3.Employee Turnover:
  The employees I contacted, including ****** ********, were the ones who provided assistance in the past. If they no longer work for your company, that is not within my control. It is concerning that your company would imply a lack of communication on my part when I reached out to the contacts available to me. If the company has difficulty retaining employees or ensuring continuity in service, this reflects on the company, not the customer.
  
  ************* Issues:
  The leak, the damaged 2x4s, and the unresolved issues from the original installation remain ongoing concerns. These are directly tied to the work your company performed on my roof, and it is not acceptable to shift responsibility onto components that are unrelated or customers who are simply seeking resolution.
  
  
  In light of this, I respectfully request:
  The proper inspection and reinstatement of the 2x4s into the ridge vent.
  A thorough reevaluation of the source of the leak, with repairs performed to address the actual issue rather than unnecessary replacements.
  
  
  I trust that Rock House Roofing will take responsibility for these matters and address them promptly.
  
  
  
  

  

  Business response

  11/26/2024

  1. Ridge Vent Clarification
  The 2x4s in the picture you provided are not part of the ridge vent. The ridge vent is the black component that ventilates your roof. The 2x4s in question can be reinstalled and do not compromise the integrity of the roof. They are installed during the initial construction process to allow the decking to be properly secured to your rafters, not to the 2x4s in question. Additionally, if this issue had been mentioned years ago, we would have been happy to accommodate you, as you stated they were never addressed previously. We remain willing to assist with this matter.
  2. Leak and Base Stack Assessment
  While our technician initially expressed uncertainty regarding the source of the issue, we follow a process of elimination to identify the root cause. After conducting this process, it was determined that the leak is originating from the base of the stack. If you have personally inspected the base, please provide pictures for our review. The images we have show a rusted, heavily silicone-applied, and newly applied silicone stack base, which is now past its life expectancy. It is important to note that if the roof installation had been defective, a leak would have appeared well before the four-plus-year mark.
  We have provided a professional remedy for the issue, which you have declined. It appears that you are seeking an additional free service; however, we have already determined the cause of the problem and outlined the appropriate solution.
  3. Previous Communications and Tanners Role
  ******, a former team member, worked with you to address your initial concerns within the appropriate timeframe during a pandemic. His departure from the company does not diminish the efforts made to resolve your issues, making this point irrelevant. Furthermore, you mentioned contacting us recently but never raised any additional issues until we declined to provide further complimentary service.
  4. 2x4s and Inspection
  The 2x4s referenced are not structural, and your picture does not indicate otherwise. Nevertheless, we are willing to assist you. Our team has already conducted a thorough inspection, and we stand by our conclusions. No additional inspections will be performed regarding this matter.
  Final Note
  Home maintenance involves ongoing costs, and it is essential to address aging components such as the stack base when needed. Applying additional silicone is only a temporary solution and may lead to recurring issues. Filing repeated complaints without addressing the root cause will not resolve the problem.
  We trust that you will take responsibility for maintaining your property and consider our recommended solution to ensure the integrity of your home. To further assist, we have offered a 10% discount.
  

  Customer response

  11/26/2024

  Complaint: 22590730
  To Whom It May Concern,
  
  
  Your response is full of inaccuracies, deflections, and blatant dishonesty, and I will address these issues one by one.
  
  
  1. Stack Base and 2x4s:
  The issue with the 2x4s was absolutely raised in the past. ******, your former employee, was informed about it when I pointed out the slanted roof at the back of the house. ****** brought the owner of your company to my house to discuss this issue. While I dont remember the owners name, I know he was an Asian gentleman, and he personally saw the problem.
  
  
  At that time, your company did fix the slanted roof issue. However, the 2x4s were part of that same discussion, and now you are trying to pretend they werent. It is disingenuous for you to claim that this issue was never brought up. If those 2x4s were removed during your work, it points to negligence on your part. Your dismissal of this issue as unimportant only makes it clearer that you are unwilling to take responsibility.
  
  
  2. Leak and Stack Base Assessment:
  Your explanation regarding the stack base is equally dishonest. You reference the heavy silicone and rust as evidence of agebut who applied that silicone in the first place? If it was your company, that indicates a short-term, slapdash fix designed to fail over time rather than addressing the root cause of the issue.
  
  
  Your statement that a defective roof would have leaked earlier than four years is irrelevant. A poor installation can cause issues at any time, and the timeline does not absolve your company of responsibility.
  
  
  Additionally, your $1,000 quote for fixing the stack base is ridiculous. The cost of materials is less than $100, and your inflated pricing only highlights how you operate. This is not about asking for free work; its about your company correcting its mistakes and doing the job right.
  
  
  3. ****** and Previous Communications:
  You claim that Tanners departure makes these issues irrelevant, but that couldnt be further from the truth. ****** worked with me during the pandemic, and he was fully aware of the concerns I raisedincluding the slanted roof and the 2x4s. He involved your owner, who personally came to my home and addressed the slanted roof issue.
  
  
  Your attempt to deny this history is both dishonest and insulting. The fact that these problems remain unresolved speaks to your lack of follow-through and accountability.
  
  
  4. Inspections and 2x4s:
  You dismiss the 2x4s as not structural, but that explanation doesnt add up. If they werent structural, why were they installed during the original construction? Why did their removal coincide with issues like the slanted roof? Your refusal to inspect this matter further only reinforces the impression that youre avoiding responsibility for your poor workmanship.
  
  
  Final Note:
  Its laughable for you to suggest that I am not maintaining my home properly. These issues stem directly from your companys poor work, not from any lack of upkeep on my part. Repeated complaints are necessary because you refuse to address the root causes, instead opting to deflect blame and offer overpriced solutions that should never have been needed in the first place.
  
  
  I reject your 10% discount offer. This is not about discountsits about your company owning up to its mistakes. Your attempts to avoid accountability, overcharge for repairs, and deflect blame are the very reason Im dissatisfied with your service.
  
  
  I expect you to stop deflecting, acknowledge the errors your company made, and resolve this matter properly.
  
  
  

  

  Business response

  12/11/2024

  Stack Base and 2x4s

  
  It is perplexing that after over four years, you have decided to raise this concern now, particularly after we declined to replace the stack base for free. To clarify, as the owner of Rock House Roofing, I am personally responding to your concerns. However, I have never visited your property, and any suggestion otherwise is inaccurate.
  Regarding the 2x4s, I have already communicated that we are willing to reinstall them should you choose to proceed. As previously mentioned, these 2x4s are not structural and would not have caused an issue, as evidenced by the absence of problems over the past four years. Your claim that we dismissed this matter is incorrect and, frankly, constitutes a slanderous statement, as it misrepresents the facts simply because we declined to perform additional free repairs.

  
  Leak and Stack Base Assessment

  
  If the roof had been the issue, it would have leaked well before the four-year ***** Furthermore, your own pictures confirm that the decking around the stack base is in excellent condition, which is critical evidence that the roof structure is uncompromised.
  In an effort to assist you, we performed a free repair as a courtesy, despite the fact that the leak originates from the stack base, a component that falls outside the scope of roofing structure. The stack base, now over 25 years old, requires replacement, as it has reached the end of its functional life.
  It is disappointing that, following our refusal to perform an additional free repair, you have chosen to make slanderous statements about our company and post a false ****** review. Our position remains unchanged: we stand by our work and offer a 10% discount on the replacement of the stack base, as well as the option to reinstall the 2x4s, should you wish to move forward.

  
  

  Customer response

  12/11/2024

   
  Complaint: 22590730
  

  I am writing to address the inaccuracies in your recent correspondence and provide clarity on the events surrounding my roof repair.
  
  
  Regarding the Owner's Visit:
  Contrary to your statement, ****** ******** brought a short Asian gentleman to my property who was introduced as the owner of Rock House Roofing. I stand by this account. Your claim that you have never visited my property is disputed by this interaction.
  
  
  Google Review and BBB Complaint:
  My review is factual and linked to the Better Business Bureau. It represents my genuine experience with your company and is not, as you suggest, slanderous. I have documentation to support my claims.
  
  
  2x4s and Workmanship:
  The 2x4s serve a specific purpose, and their condition is a direct result of your company's workmanship. The fact that these components were not properly addressed during the initial installation is a significant concern.
  
  
  Stack Base Repair:
  Your approach of painting over an aging stack base (which you now admit was 21 years old at the time of installation) rather than addressing potential issues is troubling. I was not consulted about replacement, and your crew simply attempted to cosmetically conceal the problem.
  
  
  Timeline Consideration:
  While you cite the four-year gap since the initial repair, I would like to remind you that this period included the COVID-19 pandemic, which significantly impacted many people's ability to immediately address home maintenance issues.
  
  
  My primary concerns remain:
  1. The integrity of the roof installation
  2. The apparent attempt to conceal potential issues
  3. The lack of transparent communication about the stack base condition
  
  
  I am prepared to provide further documentation and evidence to support my claims if necessary.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩