Complaints

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On or around November 2021 the contractor, under *** ******, replaced the roof on the residence. The warranty for the work was stated to be 2 years, thus ending on Nov. 2023. On or around August 15, 2022 the company was contacted with complaint of 2 leaks. The company continuously stated they would send someone out to look at the issue and never showed up when requested or returned phone calls until numerous attempts were made. Finally, they responded and sent someone, Shane, to look at the roof. I then spoke with Jon R******* who related he would repair the roof, relating that step flashing had not been installed and he would do so free of charge. Workers arrived and apparently corrected the flashing issue; however, one of the leaks remained which damaged plaster in a room of the home. The contractor finally sent someone to look at the roof prior to Thanksgiving and was informed of an exhaust fan issue on the roof as well. It was promised that these issues would be taken care of; however, no one showed up when they had planned to do so (Nov. 23, 2022). A week before Christmas, I contacted the contractor and was told that they "do not do barrel dormers." As the issue was causing severe leaking in a room of the home I had to hire another contractor to fix the leak. In the process, it was discovered that no valley protection or underlayment was used, and the synthetic felt underlayment did not extend into the valley, easily allowing water to come up and over the small 2" metal from the dormer. There was also damaged wood that should have been replaced when the roof replacement was done per building code. This has led to concern that the other dormers were also inappropriately done. So, one week before Christmas, I had to spend $1,200.00 to correct an issue that was improperly done by this contractor, should have been done, and was told would be done since August 2022. And, am concerned that I will have to spend more to correct their work on the other dormers.

  Business response

  01/04/2023

  Pursuant to our numerous conversations; our actual customer, the seller of the home, did not agree to replace a great deal of flashing on the home although it was recommended. This matter was pointed out to you the first time we spoke and while the contracted work was performed as prescribed in the approved contract we still completed additional work at no cost to you as a courtesy. 
  
  
  Completing this work required several people be paid to work at the property as well as specialty tools to be rented. You were charged nothing. 
  
  
  Following this we were called back several times each time we visited the property and inspected the work. All of which, contrary to your statement, is per code and pursuant to the agreement with our customer. 
  
  
  It was pointed out to you that there could potentially be an issue with the metal dormers on the home which WERE NOT also not subject to the agreement between *** ****** and the customer. 
  
  
  No issues were found with the roof vent installed by *** ****** and none were discussed to my knowledge. 
  
  
  Finally, with regard to the work performed by a second contractor and their observations; I am confused as to the lack of valley protection that was mentioned as your particular home has a hip roof. However, I will reiterate that this roof was properly installed according to building code and customer specifications. 
  
  
  *** ****** followed the agreed scope of work and went above and beyond by way of performing additional work that was not originally contracted. We will continue to honor the original customers warranty although it was not transferred to you when the home was purchased, but pursuant to the agreement; *** ****** will only address issues to work that we were hired to perform. 

  Customer response

  01/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  1. The warranty was transferred., 2.) the repairs were not done to code: See International Building Codes 2012 Section 1507.2.9.2, IBC 2303.6, 2304.8.1, 2304.8.2 (and other building codes) regarding the average yield strength of roofing fasteners. 3.) See the pictures that clearly demonstrate no valley protection was installed, no ice or water shield was installed, and rotten wood left in place. 4.) The roofer did not fix the exhaust fan as promised, as no one showed up when they promised to do so. As is evidenced in the pictures, the problem is not so much the metal dormer itself but the treatment around it. I do not accept the answer from *** ******.
  
  
  Regards,
  
  **** ******
  

  Business response

  01/05/2023

  Please provide:

  1. Approved warranty transfer documents. Including proof of payment for transfer. 
  2. Inspection report for building code official regarding violations. 

   

  Customer response

  01/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** ******
  

  Business response

  03/20/2024

  *** ******
  1:59 PM (47 minutes ago)
  to me
  
  Our original position was simply that the scope of work from the insurance carrier was followed to the letter by All Pro and it in fact was. 
  
  I will also point out that All Pro was a business/partnership that no longer exists. 
  
  As a show of exceptional customer service, *** ****** made the decision to rectify the situation by making all necessary changes to the roofing system that were requested by the homeowner. 
  
  Again I stress that the original prescribed scope was followed. The customer was upset because certain other things were not done that he felt necessary. 
  
  *** ****** was also not the customer when the roof was installed, he later purchased the home from the original customer. 
  
  While *** ****** had no obligation to *** ****** for the reasons stated; it is always our goal to ensure homeowners have the best possible experience and the connection was direct enough between *** ****** (then only our marketing company) and All Pro (the actual contractor and contract holder) that I felt it necessary to make sure he was satisfied. 
  
  Work was completed on August 14, 2023. 
  
  *** ******
  502 Solida Road
  South Point, OH 45680
  ###-###-####

  Customer response

  03/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  While the company did not complete other promised repairs, they did correct the most problematic issues that caused the complaint, and for that we are very appreciative.
  
  Regards,
  
  **** ******
  

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