Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/29/2023 the shingles are not laying flat on the roof. They said “The underlayment was not pulled tight and that they removed shingles and pulled underlayment tight and put shingles back”. I said “That is a bad job need to take it off and do again”. No response It leaked in the living room and bedroom. They came back out and removed the ridge cap and closed 4"gap to 2". Vent over the HVAC leak.Removed the vent. 4/9/2023 Ceiling in kitchen and over the window at the sink. Water dripping in the wall. The ceiling is coming down, and the bathroom vent leaking. 6/6/2023 Water damage in bedroom ceiling, water leak in closet and water in the wall. 11/23/2023 Master bath has water damage over the shower and in the closet. Every time he would tell me to send video/pictures of leaks. I told him there was water damage you could see but not dripping. Would not come out to check it. 11/2023 I finally got him out here to see what I was telling him. He said “its got ice and water on it. It’s not leaking”. He says to me he would take off half the roof and if it was dry I would have to pay to put it back on. I said NO!! So then he says “I will take off a section on the front and back. If there was water/moisture he would redo the roof. So I had a general contractor here when he opened the roof. The first thing we saw was rotten boards and the general contractor says “ This should have been replaced when the roof was done”. Justin said “its not wet”. The general contractor said there was moisture/damp on the outside edge of the roof and the roof needed ridge vents. Justin said he does not do ridge vents on a mobile home. When the roof was opened water was running down the side of the house. Justin looked at it and walked away. No response. 10/29/2023 TEN roof vents on my house. 10/31/2023 I came home after it rained and water is coming from under the shingles and running down the side of the house

  Business response

  01/21/2025

  Timeline Of Events
  DECEMBER 2022
  Ms. Rhonda Kneece contacted Lake Murray Roofing in regard to her roof leaking in multiple spots across the home. That it would stop at night and then leak randomly throughout the day. Upon inspection we noticed that the roof had been coated in white cool sealant across the roof. We notified Ms. Kneece due to the sealant we were not able to determine any leaks in the shingle, repairs were not an option. That a full roof replacement was warranted. Customer approved replacement estimate of $4,250.00.
  DECEMBER 28, 2022
  Lake Murray Roofing performed the roof replacement for Ms. Kneece. LMR removed the existing roof completely down to the roof decking. Upon tear off. Under the cool sealant and shingles was a solid sheet of ice across her roof decking approx. 9’x14’ above her front door. Also other spots were heavily saturated. To which we replaced (11) total sheets of 7/16 OSB across her roof.
  Once the decking repairs had been completed LMR installed synthetic felt across the entire roof decking surface. As well as ice and water shield around all roof protrusions. Then completed installation with Owens Corning Supreme (3-tab) Onyx Black Shingles, due to her 3/12 pitch.
  
  JANUARY 29, 2023
  Ms. Kneece contacted LMR via text message informing us that there was a section of the shingles that hadn’t laid down, correctly.
  JANUARY 30, 2023
  LMR came out to the residence and visually inspected the roof and confirmed the shingles hadn’t appeared to lay down properly. Scheduled for repairs on February 2, 2023.
  
  FEBRUARY 3, 2023
  LMR came out to the residence. Removed several shingles in the suspected area. The felt had raised up and pushed the shingles up around it. LMR repaired the raised felt and replaced approximately 5-6 shingles.
  Upon further investigating we realized there was still moisture in some of the plywood for the roof decking (causing the materials to expand during replacement). Once we installed a solid roof with ventilation the decking dried out completely. (Causing it to shrink/contract in which caused the buckling in the shingles and felt.)
  FEBRUARY 12, 2023
  Ms. Kneece contacted LMR via text message stating her roof was leaking in the living room, kitchen, bedroom & bathroom. Claimed that it gets worse every time it rains. Informed the customer we would arrive around 4pm on February 14, 2023 to assess the roof and leaks.
  FEBRUARY 14, 2023
  Upon inspection LMR couldn’t verify any leaks, raised shingles, nail pops etc. LMR then took a proactive approach to resolve the issues Ms. Kneece was concerned about. LMR removed the ridge cap, along with the first row of shingles on each side of the ridge. Installed ice and water barrier across the ridge line and replaced the removed shingles and ridge cap shingles. Also added addition box vents to the roof line.
  FEBRUARY 22, 2023
  Ms. Kneece contacted LMR via text stating another area of shingles were raised like before. LMR scheduled a repair date for Friday February 24, 2023.
  FEBRUARY 24, 2023
  LMR performed the repairs to the areas of concern from the customer. (Same as before on February 3, 2023. The roof decking had dried out and shrunk, causing the felt and shingles to buckle.)
  
  MARCH 27, 2023
  On or about March 27, 2023 Ms. Kneece contacted LMR via phone call
  MARCH 31, 2024
  Reinspection of the roof after Ms. Kneece claimed the roof vents were possibly leaking. We found no evidence of leaks around the box vents. As a precaution we installed ice and water around box vents to prevent any potential leaks.
  JUNE 6, 2024
  Ms. Kneece contacted LMR via text message claiming her roof is leaking once again. LMR requested video footage of where it was dripping inside the home; to also contact us again the next time it rains so we can verify the area(s) of concern. Ms. Kneece informed LMR that where it has leaked before is wet. Claiming it’s the ridge cap or roof vents causing the leaks. Ms. Kneece provided no video or photos of said issues. LMR again came out to inspect the roof and no issues were found.
  OCTOBER 12, 2023
  Ms. Kneece contacted LMR asking “Why can’t you come look at it and fix it.” This was at 12:30PM. LMR responded with “This is the first we have heard of any issue since June.”
  LMR arrived at 516 Senterfeit Rd. at 1:40PM to address her concerns. She showed LMR her concerns with the ceiling drooping down in her living room & kitchen. Voiced her concerns about a bathroom on the left side of the home.
  LMR then stated that we would schedule a time to open up the roof down to the roof decking, open up several spots in the roof of her choosing to verify the leaks she stated were in her roof.
  OCTOBER 13, 2023
  Ms. Kneece requested to inspection be after October 23, 2023 via text message. LMR confirmed we could do it that week.
  
  OCTOBER 20, 2023
  Ms. Kneece requested the date for inspection. LMR informed her Wednesday October 25, 2023, would be the date of inspection where LMR would come out and uncover the areas of her choosing.
  OCTOBER 24, 2023
  Ms. Kneece informs LMR that she has hired a General Contractor to be at the inspection on October 25, 2023. LMR confirms her message.
  OCTOBER 25, 2023
  LMR arrives at or around 9:00am meets with Ms. Kneece and her GC. As she directs LMR and the GC around her home showing the areas of concern inside. LMR agrees to open 3-4 locations along the roof, at no cost, down to the roof decking over the areas that Ms. Kneece claimed were leaking. Approximately 2 squares worth of material across the roof. LMR cut open the decking over the area so the GC could verify any water damage in the insulation or decking due to leaks. GC confirmed the roof decking in those areas were dry, no water in the insulation, no water damage to the rafters. GC claimed one sheet of plywood was slightly brittle. We replaced that sheet while we were there, installed ice and water shield of the areas we uncovered and installed new shingles over the areas of concern.
  
  MAY 24, 2024
  LMR received a letter from the LLR. LMR hasn’t heard from Ms. Kneece via phone nor text concerning any damages since October of 2023, contacted the investigator. Was informed to create a timeline of events.
  
  Lake Murray Roofing has informed Ms. Kneece several times that due to her keeping the home very cool on the inside; hot on the outside during the spring/ summer months. That the home having very little insulation along with plastic lining on the ceiling, the house is probably producing condensation due to very little soffit vents. Soffit vents, which allow cool air to enter the attic space, are only located on the left and right sides of the home. That this is not a roof replacement issue. 

  Customer response

  01/21/2025

  The ice and water on my house is causing damage. Did not have all this damage before the roof was done.

  Business response

  01/23/2025

  Yes your roof did have lack of ventilation  problems prior to LMR installing your new roof. So much in fact the roof was cool sealed to seal the roof, due to thinking it was leaking everywhere. But by doing so it trapped all moisture inside the home and ceilings. That’s why when we removed the old shingles there was a solid sheet of ice on half of your roof and approximately 11 sheets of severely saturated OSB. Due to the amount of moisture trapped in the ceiling. You were notified of these issues and provided photo documentation. You asked for the ridge to be replaced because you claimed it was leaking there, which it was not. 
  Lake Murray Roofing has gone above and beyond to make this right and have proven multiple times with your GC and with the inspection by the LLR. Both proving the roof is in good condition, not leaking and decking is dry. 

  Customer response

  01/29/2025

  There is still rotten wood on my house. If 11 sheets of plywood was put on my house,why is there  no picture of those 11 sheets of board on my house? The picture shows plywood still beside the trailer when the underlayment was put down. You can see in the picture maybe only 1 or 2 boards were put on my house because there is not but a few pieces of board on the ground and in the trailor.
  There is pictures that shows the shingles that were not laying down was a large section on my house.
  When it rained AFTER the roof was done, it leaked in the livingroom, Master bedroom and bathroom. All off them were new leaks. The pictures show the damage that this roof has caused in my house. The livingroom and Master bedroom ceilings are worse than they were, and all of the other pictures are New leaks.
  Oct 2024 Before the roof was opened 2 or the LMR guys were on the roof and started pulling off shingles over the livingroom.  When Mr R***** got there he told them to stop and go to the area over the kitchen. They seen a problem and were stopped. When the roof was opened there was rotten wood, moisture in the edge of the wall, and water running out from under the shingles. Mr R***** and one of his workers stood there and looked  at and walked away. Didn't  say anything. After this there is a picture of water coming out from under the shingles running down the side of the house. It was not raining outside. It still runs down the side of the house. The pictures of the roof now  are really bad. How do you do this kind of work? Would this be OK on your  house?
  I have been in this house for 10 years. For 8 years there was very little damage to my house. The leaks stopped when the roof was replaced. Then all the new ones started. All this damage in 2 years. 
  The LLR dismissed the case. They didn't clear anyone of anything.
  

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