Complaints

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Black and White Roofing replaced my roof in 2020. It now leaks and I need to use the warranty. They are unreachable by web form, email, and the three phone numbers I have found for them.

  

  Business response

  07/31/2024

  Black and White Roofing installed a new roof for Ms. ****** in July of 2020. For
  your reference, Ive enclosed the Job Completion Form
  signed by Ms. ************* or about November 16, 2020 Ms. ****** contacted our company through ******** and informed 
  that she had discovered a hole in a wooden board under the roof that was installed.
  We did does not believe that this was something that we caused, but nonetheless, reached out to Ms. ****** right away
  and offered to send someone out to repair the hole. Ms. ****** refused to allow
  anyone from Black and White Roofing to come out to her home to make the repair.
  Ive enclosed a copy of the email correspondence that Im referencing.
  Black and White Roofing then heard nothing for almost four years. Any warranty
  issued by Black and White Roofing was voided when Ms. ****** refused to allow
  them to repair any issues with the roof and employed another company to make
  repairs or alterations to their work. My initial review of this file does not find that a
  written warranty was issued.
  

  Customer response

  07/31/2024

  Complaint: 22000850
  
  I have reviewed the business' response and am rejecting it because: The hole associated with the vent was cosmetic and has nothing to do with the current leak and the shoddy work now discovered to have been done around the chimney. I demand the warranty be honored. 
  

  Its so interesting that my calls and emails were not answered, but the BBB got a response. 
  
  
  
  Sincerely,
  
  ***** ******

  Customer response

  08/12/2024

  Please see attachments for contract.

  

  Business response

  11/07/2024

  On or about November 16, 2020 Ms. ****** contacted us through ******** messenger and informed us
  that she had discovered a hole in a wooden board under the roof that was installed. We did not believe that this was
  something that they caused, but nonetheless, reached out to Ms. ****** right away
  and offered to send someone out to repair the hole. Ms. ****** refused to allow
  anyone from Black and White Roofing to come out to her home to make the repair. She made it clear that we are not allowed to come back. 
  Black and White Roofing then heard nothing for almost four years. Any warranty
  issued by Black and White Roofing was voided when Ms. ****** refused to allow
  them to repair any issues with the roof and employed another company to make
  repairs or alterations to their work. My review shows there was not warranty issued for this file. 
  

  Customer response

  11/07/2024

  Complaint: 22000850
  
  I have reviewed the business' response and am rejecting it because: Its ********. They did shoddy work. 
  
  
  
  Sincerely,
  
  ***** ******

  Customer response

  11/07/2024

  Yes, they did a shoddy job. Yes, I told them I didnt trust them to fix it. They should pay for the other company that had to fix it. 

  

  Business response

  11/07/2024

  There will not be further resolution from us. This is our final response considering this complaint. 

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Re Shingles Replacement Job in July 2019 on *** ******** ****** ********** ** I am writing this letter to advise you that I am not happy with the job done by Black & White in 2019 and at the explanation by your staff as to why I am having problems today. I am not your enemy but your client who has high expectations for services rendered and paid for because of your veteran status. I have made numerous calls to your office to speak directly to you but to no avail - instead, I keep getting different project managers who contradict each other and who also put each other down, and terribly rude. Before the start of the job - I advised Black & White Project Manager, **** *****: 1. I wanted all rotten plywood replaced as my house is an old house built in the 1970's. **** advised he would have to charge me for the additional plywood to replace the rotten ones. I also informed **** that I helped the seller of the house put a second layer of shingles on when I bought it in 2004. 2. I wanted the two overhangs that would be built by my contractor over the front and back door to be covered with shingles. **** advised me that he would have to charge me extra for the shingles. I informed him that it would not be a problem. 3. I wanted the existing warp on the right/front side of roof to be fixed. **** advised: He would also take care of that problem. As planned - **** went ahead and worked on the roof after my contractor (**** *************) completed his portion of the work. **** also asked **** (70 years) if he would be willing to work for Black & White as the company would benefit from his expertise for quality control purposes. **** said no. The following day after Black & White put a new roof on my house - **** asked **** to give the project a grade letter and **** gave it a letter C grade with the following reasons given: 1. The shingles were not evenly cut on both sides of the roof. 2. The shingles were cut too short on the front and back of the roof and with time the shingles will contract and water from the rain, snow and ice will eventually run into the roof. 3. The front right side of the roof near gutter had a bulge and the shingles were not placed right. **** had his men fix the bulge but he did not charge me for the extra shingles that went on the overhang after receiving the above feedback from ****. Come summer 2021, the warp on the right/front side of the roof resurfaced. I called Black & White to speak to you but Black & White sent out a project manager (PM) to look at the problem. This PM who was professional and polite and he attributed the warp to an overhead attic. He also showed me a picture of a tree stain on the roof suggesting that a tree branch fell on my room and that could have caused the plywood to separate/sag. The tree branch theory did not hold water because I had ****** **** ******* trim and cut back the overhanging branches over my house probably in 2018. **** advised I had mold growing on my roof when he worked on my tree. The project manager gave me an estimate to fix my roof; $1,000. The invoice stated: Frame in sagging plywood from attic heating issues. Note: No tree branch falling on roof was mentioned in invoice. I advised my contractor of the above and wanted a second opinion. **** was extremely busy and he was unable to help me. I went up to the attic when the weather got cooler and took pictures. I noted: The warp occurred above the right side of attic window (My attic has two windows). Besides the window, the vents were not covered, the overhangs in the middle of the house provided a lot more ventilation so did the continuous ridge gap on top of the roof. There was enough ventilation in my attic for it not to cause any plywood to sag. I called Black & White on Jan. 21, 2022 - to talk to you (your office staff and I were talking back and forth between the 26th and the 28th) but I did not get you. But instead another project manager came on the phone and stated: The reason for the plywood to sag was because the structure of my house was off - I needed to get my structure fixed before calling them. I replied: if that was the case - I will be having warps all over my roof. Another project manager (****) called me back and stated: They were hired to change shingles and not work on the whole roof. I replied: Do it right or don't do it at all! Never put good shingles over rotten plywood. I advised for Mr. ****** ******** to return my calls. Black & White sent out two project managers on January 28, 2022. One was polite and the other was obnoxious and agitated. The agitated and obnoxious one (****) kept me occupied while the other guy went up and walked on my roof! **** told me: He could be charging me $200 for Black & White to keep coming out to my place. If I thought I was going to get Black & White to fix the problem, I needed to think again. Black & White was hired to change shingles and not change the decking on my room. (Note: The Black & White contract states in box #19: Replace All Rotten Boards at $45 per board); and lastly **** stated I didn't sign the warranty offered to me! The project manager who was calm said that a tree limb fell on my house and caused the plywood to buckle. I replied: If that was the case, there would be an indentation. He showed me a picture he took while I was in the house to show **** the sagging plywood. There was an indentation! There wasn't one in the picture that was taken by the project manager who came out in July 2021. I had an independent roofer come out to check the problem (warp and sagging plywood). His cost to fix the problem: $2,169.83. He was concerned for the water stains around the area of the sagging plywood and therefore his price covered the area around the sag. I went up the attic and took more pictures on February 19, 2022 and found another plywood board beginning to sag also with water stains around the area and water stains around the bathroom vent. The same roofer gave me another estimate for all three areas - $5,249.95. The bottom line: 1. The crew placed good shingles over rotten plywood. 2. They did not address the original warp. 3. They truly did a fast C-grade job on the only house I own. When I called you last summer I was hoping Black & White would rectify the problem, but after encountering your project managers, I do not want any of your men walking on my roof. I hope you would give me the funds to get the problems fixed. I have enclosed pictures.

  

  Business response

  03/22/2022

  This is in response to customer: *********, ***** complaint as we would like to respond as this is not an accurate account of what happened on this roofing job.
  
  This job was completed for this homeowner back in August 0f 2019. The first thing I would like to address is the rotten wood situation. Our crews are instructed to tear all the way down to the decking and inspect decking to ensure all decking is in good condition and if it is not we will then replace for an additional fee per board. It also states this in our contract as well. When we tore the old roof off there was no decking that was rotten at the time of inspection and no wood was replaced due to it not needing it. The customer did not pay us to re-deck the whole house and is not marked on the contract as work doing. The customer paid for install and tear off from decking up on the house. We do not do structural changes as that is out of our scope of work.  As far as the "C grade" on our workmanship that is an opinion of another contractor that we were not even notified of a the time so we did not have the opportunity to address these issues in a timely manner. The customer also admitted to our owner and Operations manager at the time that he knew his roof was leaking and didn't notify us in a timely manner to rectify the situation.
  Now, to address the roofing damage. We came out 3-4 times over the past 2 years to work with the homeowner to resolve issues for free. We did not charge are minimum trip charge of $250.00 to the homeowner. The hump on the roof developed after a tree limb,  that we confirmed with video and photos that this is what caused the damage in question, on the roof. Our guys went out and you can clearly see where the tree branches were cut off over the roof and hit the roof when it fell also causing damage to the drip edge and fascia board on the side of the house. There is also pressed in tree bark where the hump in the roof is as well. The osb sheathing is bent in, in a way that is consistent with a tree branch falling on the roof. This homeowner is clearly trying to get us to pay for a repair that is not our fault.
  In Re: to Midwest roofing coming out and giving a quote to fix, not only is the quote unreasonable and much too high for the scope of work written, Midwest roofing is a conflict of interest towards us because we have former legal issues with this construction company.  

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