Complaints

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******************* of Kustom contracting came to our home to estimate the cost of repairing hail damage on our roof. We showed him the property and in particular our carport. Besides the hail damage some of the underlying woodwork was rotten and it leaked water after a rain. On the day of the repair ************** called and said his car had broken down and he would be late to the job. At 10 am he said his car broke down again and he would not be their to supervise the job. At noon I came home for lunch and saw the roofers had torn of the old shingles on the carport and had begun the repair. I told them to stop as they were putting new shingles on the rotten wood I had shown ****. All 8 workers were hispanic and indicated they did not speak English and finished the repair on top of rotten wood. I asked them repeatedly to stop, they just shook their heads yes and kept on working. The next day I spoke with **** and told them they had shingled over the rotten wood. His solution was to come back put in wood putty over the visible pieces of rotten wood and he could match the paint so no one could tell the difference. I told him he could do that but it was not acceptable. I had already paid them the first half of the money - $4,300. His supervisor called me and tried to get the remaining half. They kept telling me it was going to cost ME $500 to have the new shingles taken off to replace the wood. I told them I would give them $3,800 and withhold the $500 until they finished the job properly - they resisted but sent over ANOTHER ******* (*** or *****?) to collect the money which I gave him. When he came to collect the money I showed him the problem and the FIRST thing he said was - you can't nail into rotten wood! I said correct go tell your bosses that information. He then replied he had just finished up a job with a similar problem and got all the particle board plywood replace - this should be no problem. That was the last I have heard from them.

  Business response

  12/20/2023

  We have made several attempts from multiple employees to contact you and come to a mutual agreement. This complaint comes as a surprise, because the things that were mentioned in the complaint are things that have already been discussed, signed off on, and paid for. While our ******* had a car emergency the day of the roof replacement, he apologized for the inconvenience and was in touch with you and the crew multiple times throughout the day. 
  The $550 that you are referring to was for additional fascia repairs, which were not included in your original contract dated 8/11/23. We have not completed that additional work because we have not been paid for the supplement for the ice and water barrier, which was installed on your roof per code on 8/17/23. As discussed, once we received payment, we would schedule a crew to address the fascia repairs.
  You mentioned that the cosmetic repair to the small section of rotted wood that was performed was not acceptable, but we have it in writing that you approved the repair and were satisfied with how it was handled. The damaged OSB was replaced, so there was no rotten wood being nailed into. The small section of rotted wood was in the slats underneath the **** which had no bearing on the structural integrity of the roof. The cosmetic repair that was performed was done so at no additional cost. 
  During the process of scheduling, we discussed the $1,333.30 supplement that was submitted for the code item, and we were informed by your insurance company that you had already received sufficient funds to cover the cost of the roof replacement and this supplement, and that we would have to recover that money from you directly. It seems as though you are now profiting from the insurance claim, as you have not released the remaining balance owed. Because of this, we will not be able to perform any additional work. We are not requesting the $550 from you. We have only asked for payment for the work that has been completed.
  
  

  Customer response

  12/21/2023

   
  I am rejecting this response because: the issue I am speaking about is that the roofers on the job did not stop to replace the rotten wood they found when they tore off the original shingles on the carport. Since they spoke no English after I told two of the roofers to stop, they just nodded their heads and kept putting on good shingles on top of rotten wood. The wood is still rotten and anyone can come by and look to see it is still rotten.

  They are not answering the questions. When their own supervisor came by to collect the balance of payment - HE SAID - wow, you cannot nail into rotten wood. He then said he had gotten things like this repaired in the past at no additional expense to the owner of the property.

  Did they defend the fact that their own supervisor did NOT show up on the day of the repair? He needed to tell the crew to stop the repair until the rotten wood could be replaced. He was NOT there!

  Did he not say it would cost ME the homeowner additional money to take off the new shingles he nailed into rotten wood? Did he NOT come by later and put plastic wood over the rotten wood? and paint over it to make it look good? (a cosmetic short term solution) The $500 was for him to come back at at the MINIMUM replace the one corner where the downspout would be attached to the rotten fascia board? That is still not done and the downspout is hanging off the rotten wood.

  So my answer it no, I am not satisfied. The job was and is to replace hailstone damaged shingles and replace any rotten wood found in route to replacing the new roofing materials. The nailed good shingles into rotten wood. If anyone wants to come by and inspect the job they are more than welcome. the wood is still rotten and good shingles are nailed into rotten wood. Had the supervisor been on the job that problem would have been resolved.
  
  

  Business response

  12/23/2023

  As we stated, the damaged OSB was replaced, and the shingles were nailed into the new OSB, which lays on top of the slat boards. The small rotted section of the slat board which was repaired was purely cosmetic, and did not require replacement due to how small the imperfection was. 
  Replacing rotted fascia boards was not included in your contract, and that is not a part of a standard roof replacement. We replaced the sheet of rotted OSB at no cost, as that was listed on your contract. Replacing anything else would be at an additional cost. 
  Each roofing crew has a crew leader onsite, and they communicated with ************* various times throughout the day, just as he communicated with you. His main role during the roof application is to be the communicator between the client and the crew, should there be a need.  Whether he was onsite during the job, did not prevent his ability to communicate with you.  There is nothing for us to defend. 
  If you would like to have the additional work completed, you are free to find someone to complete that work for you, as you still have the funds to do so according to your insurance company.
  
  

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