Complaints

• Initial Complaint

  07/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, I want to make a complaint against our roofing company for both my mom ******************* and I. Our roof never leaked before. Twin Pines completely removed our old roof and put on a new one, about 4 years ago. Back at the end of this May is when the downstairs ceiling started to leak and we had over half the ceiling damage that is viewable, there's still the possibility of more destruction to their negligence we can't see. We have two very large holes in the ceiling where rain water was pouring out of it, . . . At first Twin Pines ran out right away to "fix" the issue when we called them... Well it wasn't fixed and the damage to our house grew significantly. It took a week of passing back and forth emails and unanswered phone calls to get them out again. After that in 4 days of the second fix I took a video of water pouring in from the exposed roof line inside. I sent the video to them. They told us we needed to replace the siding and windows. We said ok we need a quote, that was a month ago. They will not answer all forms of communication we have used with them. We have a short amount of time for labor warranty for our 4 year old roof. We also have had 5 companies for windows, siding, and roofing all come out to give us quotes. They all said the same thing, our problem isn't siding or the windows, but the roof was improperly put on. There was no flashing and the in spots the decking is bad. We're stunned. Twin Pines roofing will not talk to us, the interior of the living room is literally falling apart, the exposed roof line wood is soft one part of the roof is soft to the touch and we don't know how many other places on our roof is comprised but we will when the new inspection by another company is done. They need to make good on the warranty and all the damage created by their negligence in a timely manner. All trust with them is lost. At this point I'd feel better about refund or them paying the new contractors to fix all the damage caused by them.

  

  Business response

  07/15/2022

  We completed this roof in August of 2018.  We have been out there at least 4 times and performed water tests proving that the siding is leaking and not the roof. We explained that to the homeowner multiple times and provided a quote to fix the siding.  This issue has nothing to do with the roof or any scope of work we were contracted to do.  The roof did not suddenly start to leak 4 years later. 

  Customer response

  07/15/2022

  They never gave us a written quote for new siding and new windows when we asked for them or returned our calls. I have more videos and pictures if you need them. I can also talk to the 5 other roofing, siding and windows companies that all told us our siding is fine and the roof was flashed improperly. If nessary when we pick our new contractor I can ask them to provide me with documentation of what wasn't done correctly with our roof and the damnage done because of that.or returned our calls 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.
  
  [Please type your response here.]
  
  Regards,
  
  Raven Walik

  Customer response

  08/03/2022

  Hi I have attached the new report from insurance stating the problem with our leak is being caused by our roof line and the improper installation of the flashing and handling of the siding. This time the adjuster came out to inspect the siding and the roof. He was extremely matriculates, in inspecting the roof, siding and well the entire exterior of the house. 

   

  As the insurance agent and I, I also told this to ***** from Twin Pines (who inspected our roof twice. Both after the first incident where insurance told us the roof. I did tell them this...) the siding is original to the house. The siding does have dents from hail on it but according to the second insurance agent and 5 other experts who have seen the siding and the roof all say the same thing the problem is roof insulation the flashing is done improperly, the decking is going bad, ect but the problem is not the siding and the windows.

   

  There was also a second water test done by Rich from Committed Contractor last week. The water only poured in when the water was sprayed on the roof line where the roof and the siding meet. No where else. If you want to to speak to the man who did the water testing I'll be glad to give you his name and number.

   

  This water test had also been done back at the begining of June by another handy mad who was out here looking for the source of the water and he found the same exact results. I'll be happy to give you his name and number if you want it.

   

  As far as I know Twin Pines had only one one water test back in late May early June, and I don't know if they sprayed in that area or on. I do know what was back before half my celien was  removed/ fell off, to find where the water was coming in. At the last fix/ inspection by Twin Pines there was no water test done to make sure the problem was fixed. Only 4 days later did it storm and I find out the issue wasn't fixed.

   

  Also ***** from Twin Pines did fix the problem with the windows and siding that we were told needed to be fixed. 

  

  Business response

  08/08/2022

  This is exactly what we found when we inspected. THE SIDING AND THE FLASHING ARE LEAKING. We did not install the siding or the flashing. We did the roof in 2018, your siding is leaking. 

   

  "As we discussed on July 28, 2022, our investigation found hail dents to the siding and improper installation
  of the siding and flashing along the South facing slope on the Southeast elevation of the home. The hail dents
  are considered marring by the policy and marring is excluded by the policy. The improper installation of the
  siding and flashing is allowing water to enter the home. Improper installation and the resulting water damage
  are excluded by the policy. Unfortunately, there is no coverage for your claim based on the information known
  at this time"

  Customer response

  08/09/2022

  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.
  
  

  I attached a picture of our work order from Twin Pines.  It says that they did only the flashing on vents and the chimney. So they are right there, however this is the first time I've heard them say that the flashing on the house and siding was bad. I don't understand why they did a full tear off and replacement of our roof and not even mention to my 72 yr old mother that the flashing on the siding need to or it was a good idea to have it replaced. Had they mom would have had it done right away.

  
  

  I'm regardless of the fact that they didn't replace the flashing I'm still logging a complaint against them! This is because in June when we talked to them about fixing the issue and mentioned it might mean some of the roof would need to be taken off. We asked if they would like to do it so if we were at fault we could pay for it and not void the warranty on the roof by them. Twin Pines wanted nothing to do with it. They lead our handyman and us to believe that if we had someone else fix the flashing and replace shingles that it wouldn't void thier warranty.

  
  

  The reality was it took about a week to get them to be willing to provide us a written statement of what they told our handyman on the phone, and then the written statement stated they would only honor their warranty on the part of the roof that wasn't fixed or touched by someone else.

  
  

  What they did was like fixing your car engine but giving it back with no oil in it and saying they won't honor their work on what was ruined with out the oil in it but they won't cover anything with someone else putting oil in the car.

  
  

  At least half our roof line meets the siding, they will void our warranty if anyone besides them touches the roof to fix the flashing....  everyone else willing to fix the issue wants to put on a whole new roof. Plus Twin Pines nailed the siding down in certain parts to fix the siding issue.

  
  

  If they won't honor thier warranty if someone else fixes the issue (possibly the price of a whole new roof replacing the 4 yr old one)  and they won't let us pay them to fix it what good is the warranty?

  
  

  We had everything ripped off and replaced.. we spent all our money on that new roof. I feel as if their still being unethical particularly because not just how they are handling this now up also since on the phone they say one thing but in writing something else.

  
  

  I've got new water damage showing ** in other parts of the house recently now. No matter what I do to fix the issue I'm voiding the roof warranty and/or replacing a still new roof.

  
  

  Thank you for all your help, it's appreciated.

  Raven Walik

• Initial Complaint

  05/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Twin Pines Exteriors was first contacted on July 12th, 2021 requesting that they honor their warranty and make repairs to my roof. ***** responded on July `13th and stated he would be contacting me to make the repairs within the coming weeks. He never got back to me and ignored dozens of calls and emails.

  

  Business response

  05/04/2022

  We have explained multiple times in the last year and half that we were contracted by the previous owner to do the roof. Your inspection report when you bought the house was after the roof was installed.  We are not responsible or were we contracted for your rotted siding on your sidewall (page 11 of inspection) or the kicker tin behind the stucco siding(page 11 of inspection).  The only thing in the entire inspection report was the two shingles that were sticking up 1/4" of an inch(page 10 of inspection). I told you we would come and seal those two shingles down for you and I never got a response.  

   

  Again, if there is anything wrong with the actual roof, we are more than happy to help. 

  Customer response

  05/04/2022

  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.
  
  [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 ********, and find that this resolution is not satisfactory to me.  I never asked for any rotting areas to be fixed. I think they have me confused with someone else. Twin Pines ,please address what ***** said he would fix in the email. Please address ****** promises in the email, which I have happily screenshotted. Twin Pines, please address what you said you WOULD do. Please dont bring up things that are not relevant that I did not ask for that are the concerns of some other customer. Why havent you returned my calls or emails? When will they have their contractor call me to set something up as promised?  Its almost been a year. Address that please, Twin Pines. I need something in writing that the BBB can see since you have not given me reason to trust your word. All I want is what ***** agreed to repair. ASAP. 
  
  Regards, 
  
  Fada Shelbourne
  
  
  
  Regards,
  
  Fada Shelbourne

  

  Business response

  05/05/2022

  We have fulfilled the terms of the contract with the previous owner. If the ridge shingle and field shingle are still sticking up we will seal them down.  We are not interested in quoting the other areas of work you would like done.  

  Customer response

  05/06/2022

  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. They keep mentioning other repairs that I did not ask for but do not address what was promised in the email. 
  
  You must have me confused with someone else. I do not want or need any additional work done. I want the repairs made as noted clearly in the email that ***** agreed to. Please respond back in writing when you plan to make good on the repair promises ***** made in the email. Please stop trying to muddy the waters and just respond to what is in the email! When you can respond in writing with a specific plan I am happy to settle this. 
  
  Regards,
  
  Fada Shelbourne

*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. ↩