Complaints

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***************************** **********Belle Mead, NJ ********************* ******************, Langhorne, PA******** December 20, 2022 Dear Sirs, I wish to complain about roof installation and warranty that I purchased in 2013 at my home at ** ***** ****, Belle Mead, NJ *****. I  am complaining because when I purchased this roof John the owner told me and my neighbor (who also purchased a roof on on my recommendation) that it came with a 10 warranty for labor and a 25 year warranty from ***. I have contacted their office several times and spoke to several different employees the last of which was Paula in the customer service area. I also left a voice mail for John to call me back. Although they did send an employee to inspect the leak which is now causing additional damage, no one has contacted me back. I chose KPI because I served on a ****** **** HOA board and they replaced the community roofs. I am distressed that they tread their customers by not being responsive or standing by their work. To resolve this problem I would like you to repair the leak and uphold their commitments. When I first learned of this problem, I contacted Paula and the owner John in October of 2022, at your company, and was told that you would send a employee to inspect the problem. I believe that this response went unanswered till this very day. I would like to know what your company plans on doing to resolve this issue. Ghosting customers is not the answer.I look forward to hearing from you as soon as possible to resolve this problem. If I do not hear from you within 10 days I will file complaints with the appropriate consumer agencies and consider my legal alternatives. I may be contacted at the above address and phone number *** *** ****. Sincerely, ****** ******** CC: BBB of Pennsylvania, BBB of New Jersey

  Business response

  12/20/2022

  Please note that I had called back and left a voice mail to homeowner. I had no email to also write an email to speak to homeowner. I send a service technician right when i received homeowner call to make sure that this matter is taken care of right away. I did not ghost the homeowner as our technician was on site to inspect the leak. The leak is very hard to determine where its coming from. I had left a voice mail stating either we can come out and remove the shingles in the area where the leak is, replace the plywood and install new shingles to match existing. We have to remove the shingles to see where the water could be coming from. I was also told by the technician the fascia boards are started to be deteriorated and the water can be also coming from that area, as the fascia, stucco has not been installed by our company. Technician caulked an area to minimize the leakage. I asked homeowner to locate the *** certificate that i as well looked for. Unfortunately, it's been 10 years and i am unable to locate it. I can send my roofer on Thursday to remove the shingles and inspect the leak more and do the repairs on site. 

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a new roof put on 4/5/2022 now roof is leaking by the chimney. Called the company and *** ********* came out told me they never replace the flashing on the chimney . they came out December 14 2022 and caulked around the chimney its still leaking now they said my chimney needs to be waterproofed but the chimney is dry in the attic the waters coming in around the chimney.

  Business response

  01/06/2023

  Customer had a company do pointing of the chimney. They didn't do it correctly and water is coming through the chimney. We asked homeowner to contact the person who did the chimney. Water is not coming through the flashing that we had done. We have investigated and looked into the matter

  Customer response

  01/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because lpi2 come out and chalked around the chimney. If it was the the pointing why did they try to fix the leak.
  Regards,
  
  ******** *******
  

  Business response

  01/24/2023

  Please find attached is the proposal provided to the homeowner for the roof replacement project.

  The  Roof Replacement was completed on April 8th, 2022 by our company KPI2. 

  KPI2 was paid in full for work completed, With no complaints or concerns at the time of completion. 

  KPI2 was contacted by homeowner on the (owner) cell phone. Homeowner stated chimney was leaking. 

  KPI2 (owner) inspected the Chimney personally to inspect the problem. 

  Technician was advised by KPI2 and was scheduled to go to homeowners address to install new chimney flashing at chimney location. This work was completed without any additional charge to the Homeowner. 

  After repair was made. Homeowner contacted KPI2  again, & stated the chimney was still leaking. 

  KPI2 again scheduled the inspection and found that a piece of wood at the chimney location had moisture but no leak. 

  Please note: KPI2 did provide a proposal to complete chimney pointing & sealing work during the roof replacement project - this option was denied by homeowner. 

  Homeowner advised that he hired a contractor to complete pointing work. (He did not specify when work completed). 

  However, Per our inspections it appears that point work was completed but the chimney was not sealed. In which is why we advised that the  "leak" is happening because the chimney does not appear to be sealed. 

  KPI2 has responded to every call for inspection as we did complete a roof replacement and there is a warranty in place. But this chimney work for pointing & sealing was not apart of the agreement as this was denied. 

  please see Call list below: 

  12/1/2022 8:58 am (4) mins

  12/1/2022 9:17am (1) min

  12/8/2022 1:33 pm (4) min

  12/14/2022 12:39pm (2) min

  Please advise if there are any questions or concerns. 

  Customer response

  01/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  He change the flashing around the chimney after he tried to get more money off of me he did not pull the shingles off and replaced the metal under the shingles like he should have.
  Regards,
  
  ******** *******
  

  Business response

  03/13/2023

  After homeowner complaint, KPI sent a technician to the home and installed a chimney flashing with rubber membrane at no cost to homeowner. This work is considered as extra and KPI did not charge anything to homeowner. The work was completed and was done properly. Looking based on the homeowner complaint and invoice he had attached it looks like he had another contractor do the same work after KPI did it properly. During the time of the roof replacement project, we had fixed and roof decking wood and had installed new cobra ridge vent. KPI is concerned about the work that the contractor who the homeowner had hired because he removed brand new ridge vent and installed new ridge vent where there were no complaints about that part at all. As i mentioned in my previous correspondence he used other company to do the pointing to the chimney and not KPI. You will also see in the proposal that is attached that we provided pricing for homeowner to install ***** **** Sealer to the chimney. Though that the other company didn't do a good job on the ***** Sealer is not KPI fault. I also told the homeowner we would be willing to come seal the chimney but instead he chose to complain on BBB/ During my meetings prior to the roofing replacement job the homeowner complained a lot about the contractor who he hired 7 years ago to do roof before KPI. We are still warranting our work (as the homeowner has the warranty certificate on hand) with the only exemption of the area where the new contractor did his work on the ridge vent and chimney.

  Customer response

  03/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  after my new company fix the flashing on my roof there is no leak kpi2 did a bad job on the flashing and they owe me the money I paid to have it fixed.
  
  Regards,
  
  ******** *******  
  

*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. ↩