Complaints

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The roofer has not completed the job. The crew began work in November 2023, and we still do not have a fully functioning, aesthetically pleasing roof. There are places where daylight can be seen through a crawl space in our attic where the roof meets the house (we had a swarm of bees that gained entry to our house as a result). The flashing over the porch roof is shoddy at best. The shingles do not lay flat. The flashing at the chimneys on the east side of the house was not redone initially, which resulted in water entering two bedrooms in the house, running down the wall in one of the rooms. Both ceilings and walls need to be painted as a result. Window screens on our house and a neighbor's house were destroyed by the roofers. The roofer refuses to respond to an email we wrote her asking that these problems be addressed, including documentation in the form of photographs of the poor workmanship. At this point, we do not want the company doing further work on our house. We'd like a refund of at least $2,000 so that we can complete the work with other vendors.

  Business response

  07/09/2024

  I sent an email to the BBB at the request of *** in the ********* office on 7-9-24 because I kept getting the error "The page was not displayed because the request entity it too large."

  Business response

  07/09/2024

  To whom it may concern,

  I just spoke *** at the BBB ph # ************, and he said to email in my response since the website won't let me submit it. I am also attaching a zip file of the before and after pictures. 

  This is in response to the ********* letter to the BBB about a job we completed for them back in December of 2023.

  Complaint #1: Completion of Work

  The job was completed at the beginning of December. ****************** actually sent me an email asking for a payment link to pay the final invoice. I have records of this. If the work was not completed, I would not think he would not be asking to pay his invoice in full.

  Complaint #2: Daylight

  The issue with bees getting into their home is due to the gaps that are results from no longer having the gutter helmet installed on their home. The removal of the gutter helmets simply allowed light to shine through preexisting gaps between the wood framing and the brick walls. The removal of these helmets was part of the reason we were originally contacted regarding this job.  Upon inspection it was revealed that the helmets had no shingles underneath them, and to remove them would expose the decking of the roof. The metal trim at the bottom of the dormer walls was corroded, broken and missing in multiple spots which also contributes to the gaps about which the homeowner is referring to. I did mention this to ****************** during my final inspection and walk through and told him they would want to get that replaced when they install actual siding on their dormer walls (the proper material for walls). ****************** said he would be interested in us doing all of this in the future when they were ready to install siding on their dormer walls. I want to mention that replacing this flashing was not part of our established scope of work, although we went back at the homeowner's request and installed flashing in this area. This was done free of charge and in a show of good faith. I also paid a pest control company to go out and make sure the nest was gone. We provided this service in "good faith". We made an honest effort to help them with a problem that is in no way part of our profession or scope of work. Pictures of before and after are attached.

  Complaint #3: Porch Roof Flashing

  The porch flashing issue was addressed prior to our final walk through. ****************** and I discussed the options he could have installed, and he said he was satisfied with the option that we ended up installing. We installed this new counter flashing at no additional charge, as it was not on our scope of work. This new flashing is now protecting their home better than the flashing that was there before. The old flashing was in such bad shape that it actually broke into pieces when the shingles were removed. Additionally, the prior flashing was two 2 different colors (mill and brown w/ paint streaks on the brown parts). The new one we installed is all one color, black (with no paint streaks) to blend better with the shingles. Pictures of before and after are attached.

  Complaint #4: Dormer Shingles

  The issue with shingles not lying flat is referring to the shingles on the dormer walls. Prior to us starting their job, we explained to the ********* that it is not standard, per manufacturer guidelines, to have shingles installed horizontally. Our original proposal did not include the dormer walls, and we told them that. They insisted on us installing shingles there, and we reminded them that they will not lay perfectly flat, and the manufacturers don't recommend shingles to be installed on walls. We recommended siding be installed there and gave them a rough estimate cost which they said was too expensive and insisted we install shingles. We updated our proposal and added the labor and materials to our estimate. We have since gone back and hand sealed the shingles along the edges where they don't lay perfectly flat, and I again reminded them that shingles are not designed to be on walls, and they need to have siding installed there. Pictures of before and after are attached. 

  Complaint #5: Chimney Flashing Issue

  Per multiple conversations prior to our work, the roof leaked before we started our construction. We have only been notified of 1 leak that has persisted, not multiple leaks. Our last repair, which consisted of installing flashing that is much taller than typically required and had also included some masonry work, was completed at no additional charge. Since this last repair we have not been notified of any additional leaking with the torrential downpours our city has had endured since. I had also told them that I will have someone come out and paint (even though they had preexisting stains) after the leak has been dry for a bit, to ensure the problem has been fixed. We have not set a date yet, as my painter has been on vacation and had other clients on his schedule prior to them. My painter has been in contact with ******************* and informed her of this. Pictures of before and after are attached.

  Complaint #6: Damage to Window Screens

  We have a welcome packet that our clients have to read and sign off on before construction that discusses many issues that can arise and what can be expected of a construction area and our cleanup process. We also go over this with the homeowner either in person, or over the phone. Construction is inherently messy, and damage is possible, especially on roofs that are steep and tall with close proximity of neighboring homes, although avoided at all possible cost. Per standard practice, we had tarps laid down around their home. As for the screen damage to their and their neighbors' screens, the damage was repaired solely at our cost, and we were not informed that anything was wrong with the repairs that were completed. It is not, nor will it ever, be our practice to put our crews life in danger to dive after materials that are sliding off a roof. Their roof is steep and tall, and it is sometimes impossible to stop materials from sliding down the roof. Again, we replaced all the window screens that were damaged during construction. 

  It is worth mentioning that initial contact with Artemis Construction Group was made because Mr. ***** ******************* were threatening the painting company they had hired with litigation regarding damage done to their gutter helmets. They made the same monetary request of $2,000 from the painting company to repair perceived damages. Additionally, I would like to mention that we did not charge for the removal of 2 extra layers of shingles that were discovered at the beginning of tear off of their roof.

  After thorough review of your letter to the BBB, our contract, the Welcome Packet the ********* signed off on, updated estimates, and requested items to be repaired, I do believe the only thing we still have to work through is the painting of the ceiling in their son's bedroom. It is our belief that there is no Breach of Contract, nor Breach of Warranty, and is supported by the following:
  A) Evidence of Completion upon final inspection, to the specifications of scope of work and time frame agreed to per the contract
  B) Responding to multiple calls to repair items not up to your standards, at no additional cost
  C) Providing additional service at no additional cost
  D) Operating to all professional standards and managing expectations of potential issues including construction mess, potential damage and subsequent repairs, and site clean-up in our Welcome Packet, that was signed and agreed upon.

  
  Sincerely,

  
  

  
  

  ***********************************, Owner

  Artemis Construction Group, LLC

  Mobile: ************

  Office: 636-686-8012

  Email: *************************************************

  Office Email: **********************************

  www.artemiscg.com

  

  Customer response

  07/12/2024

  Complaint: 21931445
  
  I am rejecting this response because, while some of the owner's responses are reasonable, she misrepresents other aspects of the work and our position. One example is that we did NOT ask for money from the painters; rather, the painters who damaged our gutters readily made the situation "right" by helping us find gutter specialists and offering to refund us a portion of the total fee paid due to the damage they had caused by leaning ladders against our gutters and denting them. The owner of that company himself took action immediately when we alerted the company to the damage. The gutter specialists told us we needed a new roof in order to do the gutter work, so we chose to spend our money on a new roof rather than new gutters at the time, thinking a new roof would serve us better in the long run. We have had no end to issues since Artemis replaced our roof, from the leaks, which are ongoing (one now on the west side of the house where our bathroom vent exits the roofthis leak did not exist prior to the new roof being put on). Artemis quoted us one amount, only to later tell us the total fee would be thousands more, then charged us further for wood that had to be replaced. It is our position that the company does not operate in a workmanlike or professional manner, and that the job done on our roof was subpar at best. I am going away shortly and will respond in full upon my return. 
  
  
  
  Sincerely,
  
  ***************************

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