Complaints

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Martin's Roofing Dog replaced our roof (7/25/24). The morning of 9/20, I noticed a large amount of water on our kitchen table, chairs, and a puddle of water on the floor. After cleaning up I noticed water dripping from the kitchen light fixture and a water line was across the ceiling. I attempted to contact Martin's multiple times, both before and during business hours but only reached their voicemail. I sent an email and message through their website. Unable to get a response, I drove to their business only to find a note stating they were closed until 9/25. My insurance advised me to seek emergency repairs since heavy rain was forecasted for two days and no response from Martin's. Another company came out on 9/21 and stated that the flashing had not been replaced and there was no ice and water shield on the chimney. Shingles were not properly sealed. They caulked an area but I was told that the whole area needed replacement. It rained through the same area again (not as heavily) on 9/22 & 9/24. **** Martin called me on 9/24 and stated he was driving back from his daughter's wedding but would come over the next day. On 9/25 **** and another worker came over and found damage on the chimney. I asked about the interior damage and was told he would "make it right." They did work on the chimney, added *********** shield and replaced the flashing (9/25 and 9/26). I didn't get a follow-up. Company **** ***** began demolition on 9/29, and we are now scheduling restoration. Martin's told our adjuster that the issue was the chimney, not their work, and refused to provide their insurance information. After my adjuster called, **** emailed me on 10/3 detailing the work. I am left wondering why they replaced the flashing if that wasn't an issue, why the ice and water shield wasn't installed on 7/25, and why the chimney siding was replaced at no cost. We never had water issues prior to the roof replacement - specifically where the flashing was supposed to be installed.

  Business response

  11/01/2024

  I went to look at  the siding on the large chimney ***** with the customer.  I took off the vinyl siding from all four sides on chimney and there was no water barrier behind siding.  State building code requires it.  See attached WI code and photos showing the severe water stains on the wood wall behind siding from the top of chimney (5 foot tall)  all the way down to the bottom.  I also could see the wood behind siding exposed at the top of sided wall on all four sides of chimney where water could easily get in behind siding.  Water was running off the top edge of large flat metal chimney cap right down behind siding.  (See photos).  There was metal flashing turned up onto chimney behind the siding, but with the water running down behind siding and  at the four corner trims with no water barrier it could easily get in.  (see photos and codes showing WI requires a water barrier behind siding.  I told customer  that I would install water barrier and new siding for him.  I didn't charge him because he was very nice and the roof job was quite large.  I didn't see any damage to the ceiling below chimney five days after he said it leaked in.  I am curious and would like to see a photo of ceiling just prior to someone unnecessarily cutting out the ceiling around the light fixture where water dripped out of light fixture opening in ceiling.   Please see attached photos showing with text behind siding once removed and WI water barrier codes.  Owner  **** Martin 

  Customer response

  11/01/2024

  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, details of the offer I reviewed appear below.
  

  Thank you for your response. Although I was frustrated with the situation and three days of rain in my home before I heard from you, being rude and angry would not have solved anything.  I showed you where the water was leaking inside of my home.  You acknowledged it and then didn't mention anything again.  When we were on the roof, I shared my concerns with the interior as well.  I assumed that you were going to "make it right" as you told me, but I never heard from you after you left the second day on 9/26.  The ceiling was not cut down unnecessarily.  This was not desirable but needed to be done to prevent the growth of mold.  I also did not feel comfortable turning on the light since water was exposed to the electric work.  I attached the images from the company with the water readings.  Also, you never addressed why the flashing wasn't replaced when the roof was installed and why the surrounding shingles weren't sealed.    Prior to your work, we never had water leaking in our home.  After the roof was replaced, we had water leaking in our home the first time it rained (and second and third).  After you replaced the flashing on 9/25 and 9/26, we have not had any more water in our home.  

  
  Regards,
  
  ******* ******

  Business response

  11/26/2024

  The existing flashing behind the siding was good. The problem was there was no water barrier on the wood over lapping the flashing behind the siding.  See attached photos.  **** Martin

  Customer response

  11/26/2024

  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, details of the offer I reviewed appear below.

  You believe the existing flashing looked good from the original roof in 2003?  Yikes!  Again please see the attached photos from the company who came for the emergency repair. The shingles also were not sealed as the other employee could fit his hand underneath them.  That employee and my insurance adjuster were shocked to see this "work."  Also, if you truly believe it was "good," why did you replace it on 9/25? 

  Also - see attached photos from the restoration process of the wood where it was raining inside my home.  Wouldn't that wood be destroyed?  It looks brand new.  The issue was the roofing job.  The first time it rained after the roof was "repaired," it rained into my home.  

  Regards, 

  ******* ******

  Business response

  12/12/2024

  I found the problem which was no water barrier.       State code is to have house wrap behind siding.  The siding was put over the bare wood.  I installed ice and water shield barrier over entire walls behind new siding for you.!

  (Problem solved).  This would have cost $1,200.00-$2000.00 by a siding company.  I didn't charge you to re-do the siding problem.  I did not do anything to the roof.  Please print the photos showing the water stains behind the siding on the walls with no water barrier.   I don't know what else to say, siding is not part of the roof.  The flashing you see is up behind the siding, soldered and fastened behind siding.  the contract clearly states no new chimney flashing, because the chimney ***** is sided.  (not brick).   **** Martin
  

  Customer response

  12/17/2024

  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, details of the offer I reviewed appear below.
  

  The water barrier was not the problem as to why it raining inside of my home.  If it were, there would have also been some type of water damage to the wood above the area where the demolition occurred.  There was none. At some point don't you think the light would have stopped working due to all the wires being exposed to water?  The house was built in 2003... Again, we never have had water issues in the house.

  I never asked you to replace the siding.  I was confused as to why you did that.  After you returned from your trip with 3 days of rain in my home, you went on the roof and started ripping the siding off in hopes to find an issue.  And yes, you did do something to the roof - you secured the area where the original metal flashing was.  This stopped the rain from coming in where shingles were previously shoved underneath the old flashing and where shingles were not sealed.  Is that state code?  Please print out photos with how the job was completed in the end of July.  The emergency repair company did NOT rip off any siding.  This was how the job was left which led to water damage in my home.

  
  Regards,
  
  ******* ******

  Customer response

  01/02/2025

  I am NOT satisfied with their efforts to resolve this matter.  The owner is not taking accountability for the inadequacy of the roofing job which caused rain in my home (3 times since he was out of town with no call forwarding).

  Business response

  01/07/2025

  Again,  I found the problem with the chimney siding and solved it.  I removed the siding because I knew it couldn't be the roof.  As soon as I removed the siding in front of the customer, we both saw the problem immediately.  Water stains from top of siding all the way down the wall to behind the base flashing.  It looked like water was getting in since the home was built, But took 3 days of hard blowing rain in a row to get to top of ceiling which dripped out of opening cut in ceiling for the light fixture. That would have dried up and been fine.  I have seen thousands of leaks that dried up not causing damage to fixtures or drywall.  Some will leave a stain to prime and paint.  That was not the case here.  There was no water damage 5-6 days later.We both saw and took photos of the wall behind siding (bare wood) with no water barrier.  The wood was water stained which as you see in photos was leaking for years.  I told customer that I would put ice and water shield barrier on the entire four sides of walls and install new siding (not the existing siding).  I also saw a gap at the top of siding, exposing wood behind siding, allowing in water.  The photos show what we both found and saw.  His photo is granulated ice shield sticking out from flashing.  All shingles can be lifted to put your hand under.P.S.  It was the siding  not the roof.  **** Martin

  Customer response

  01/13/2025

  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, details of the offer I reviewed appear below.

  The flashing metal from 2003 was not replaced.  You stated because it was "good." New shingles were shoved underneath existing flashing. The photos show that. However, you also covered covered this up when you found the issue with the chimney. Why did you add the steel counter flashing?  

  After the demolition, there were ZERO signs of mold or water damage to the wood above the light fixture. There would be some sign of damage if it were due to the chimney after years of rain and snow/ice on the roof....

  When we could not reach you after the incident, we had another company come out to examine what the issue could be.  ************ (and it was not the emergency repair company) looked at it all and said it was for sure a roofing issue.

  Original roof - no rain issues in the house.  First heavy rainstorm after the roof was replacer - rain issues in the house. 

  
  Regards,
  
  ******* ******

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  9-18-2024. Martinsroofingdog put anew roof on our garage. When the backed the trailer and truck up our driveway they damaged 3 blocks in our driveway. The owner **** came over at 5pm and took pictures and admitted they did the damage. He said he would reach out to his insurance company. I have not heard back from them. I have sent emails and left voicemail. Now their voicemail mailbox is full. These repairs need to be done in the next few weeks. The driveway can NOT stay in the condition all winter.

  Business response

  10/14/2024

  BBB,  The south edge of the driveway was in bad shape, it had big cracks and triangle shaped broken pieces that were caulked with silicone caulk.  The underside was washed out pretty good.  I drove over that bad area and it sunk and broke worse.  I was 110% at fault for not noticing it prior to driving on it.  The customer agreed on $1300.00 for his friend to repair it. I agreed and did not turn it into my insurance.  We sent emails back and forth as well as phone calls confirming the agreement.  Thank you,  Todd Martin

  Customer response

  10/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22328385, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]

  It took over a week to even get in contact with the roofing company. Voicemail to both phone numbers full. No replying to multiple emails sent to them.And when they finally agreed to have the driveway repaired the didn't accept full coverage of the repairs.  We still ended up paying $775.00 of the costs. I finally agreed to this just so that we could get the driveway fixed before the weather would not allow the concrete to be poured this year.

  This was the reason why I contacted the BBB to help get this situation resolved. 

  There should not have been any reason for us to "help" pay for the damage they did. In their response they admit they were completely at fault. 
  
  Regards,
  
  Ian Thieme

  Business response

  10/17/2024

  Please see attached, The customer paid the balance owed on the roof  and showed the driveway and garage as payment on both.  The original price for the garage was 2100.00  He paid someone !300.00 of the roof money to repair the driveway and took $25.00 more off for stopping payment on a check he said he put on the sample board for payment, that we didn't know was there until later in the day. But  the check came up missing.   So the check copy attached,  is payment in full for the garage and the cement.  Todd Martin

  Customer response

  10/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22328385, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  Ian Thieme
  

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original transaction Date part of closing on our home purchase August 2014, Paid $5,215. Original contract Martin and Sons Roofing was supposed to replace woodwork and didn't, multiple holes roofed right over, cracks, water leakage/damage, nails poking threw, incorrectly/ poorly sealing and installation of flashing and areas around pipes, vents, and chimney that were supposed to be correct per original contract that have leakage due to their workmanship. Among other issues due to workmanship and incorrectly completed. Told zipper boot was never installed like it was supposed to be. Visible leaking/ water damage noticed 9/11/22-current. They re-sealed a few areas 9/13, but still leaked 9/17 and didn't address all issues. We tried getting resolution 9/26, did water tests for them, showed problem areas & other roofing estimates, they refused to fix & acknowledge the problems they didn't originally do, did poorly on, and caused damage to. Instead they drove away from us without resolution. 9/27 they unexpectedly showed up to our property without arrangements or contact and just went on our roof. We trying asking what they were doing, but were ignored. We filed a police report for trespassing if they came back without resolution or arranged appointment. They danced/stomped on our roof 9/27 causing boards to crack further in the attic. Roof still leaks and issues unresolved. We have multiple videos & additional photos of proof of problems areas. All physical known problem areas have been pointed out to their company.

  Customer response

  09/29/2022

  The contract and warranty are listed in the closing documents on our home which have already been attached. I've attached the Hud-1 and **-40 again which are legal documents showing what should have been done and that Martin and Sons was paid for the work.  

  Customer response

  10/04/2022

  Hello,

  As previously mentioned and attached the roof work was part of closing on our home. The information asked for is within the hud-1 and **-40 documents also previously attached. On page 2 of the WB-40 it shows work that was supposed to be completed prior to closing of our home and was paid for. (not all this was completed or completed correctly from what we've noticed and been told by multiple other roofers) This shows a warranty of 10 years beyond the manufacturers warranty ( I believe the original work was done in August 2014 as we closed in September 2014-Only 8 years ago). On the WB-40 pg 1 of our legal document it shows all work should have been been completed and was paid for. It also shows the replacement of the roof per the Martin and Sons proposal which wasn't followed by their company. On the Hud-1 pg 2 & 6 it shows that Martin and Sons was paid for the work that was supposed to be completed.

   

  Thank You,

  ***************************

  Customer response

  10/25/2022

  We have not heard from Martin and Sons Roofing yet. We are not satisfied with their efforts as they have yet to refund us or fix the many issues. We still are looking for a resolution and would like to get this resolved without taking further action.  We have another estimate from another roofer and letters from 3 roofers stating and showing poor workmanship done by Martin and Sons and things not completed correctly or not at all per our original contract.

  Business response

  11/21/2022

  We received a call after the 9 inch rain in Racine on 9/11/22. I went out to ****** St. to look at a leak, which occurred at the bottom NE corner of chimney. I found the cement chimney was cracked wide open (see photos). I put a temporary seal with caulk until owner can get it re-built. Also I saw a newer round steel electric mast cut through roof next to the old original 4"x4" wood mast. The two masts were tied together with a piece of rope (not correct). The newer mast should have a boot flashing and an angled support bracket bolted to the rafter. The old original wood mast should have been removed when new steel mast went in. The wood mast is now in the way to install the boot flashing and support bracket. Owner will need to hire an electrician to re-do and correct properly. Owner showed me a knot hole in one of the roof boards that popped out. It is not affecting the synthetic paper, shingles or roof. The roof is perfect and will last 20 more years with standard maintenance. 

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