Complaints

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• Initial Complaint

  Date:09/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/1/2023- Contract and installation of new metal roof. Damages & leaks by first tear off crew. Kairos assured with second crew complete job would be supervised. *********** ceased prior to metal installation. Chimney was not flashed per contract (copper flashing was removed, nothing replaced) & makeshift goosenecks on the metal sections were not proper product & were installed on top of the metal panels. Project completed mid-August. 9/28/23 first heavy rain a leak was discovered around the chimney through the exposed *************** ceiling. Kairos caulked chimney. 11/18/23, heavy rain, leak reported again. Weeks later a water test was performed, but Kairos could not determine the source of the leak from the water test. 12/15/23 still no resolution on the chimney ************ now heard dripping into bath fan vent where the wrong gooseneck was installed (no flapper either). For a over a year now, multiple letters of notification have been hand delivered & sent certified as per Kairos 10 Year Warranty #****. The company was sold in the ************** **** is the ** I have been communicating with. July 2024 **** told me to get estimates from other roofers and he would pay for the repair. Other roofers do not want to touch a roof with a *************** would put no guarantee in writing. 8/8/2024 ***************************** came again to discuss leak repair. Again I showed *************** of the problem, stains, peeling & puckering are visible on the newly painted T&G ceiling. Kairos wanted to perform another water test. I questioned water testing again, but said I would move my **************************** could proceed. **** sent his crew away & told me to contact him as soon as I see the roof leaking, he was close by. I did. No reply until 8/16/2024 and cancelled a reschedule. I continue to send certified *************** To date, Kairos has failed to properly find & repair the leak in their roofing system. I was guaranteed watertight per contract. Trapped water from defects are damaging my home.

  

  Business Response

  Date: 10/03/2024

  Ms. Jenkins roof was completed in 2023. Installing her roof was not a pleasant experience due to the hostile work environment she created. On one occasion her partner physically assaulted one of my employees while on the roof and he almost fell off. Since completion she has voiced concerns about the leaking roof and claims we did not install metal flashings around her chimney. I have personally been out to the residence 3 times to investigate and resolve the situation. The metal flashings were installed and the roof appears to be perfectly in tact upon visual inspection.  A key step in leak detection is performing a water test. Without it, finding a potential leak is virtually impossible. Every time I engaged Ms. Jenkins she was and has been extremely confrontational and we made no progress towards re visiting the property and performing the water test and investigating the source of the alleged leak. She finally agreed after a phone call. I would show up with my team and necessary equipment to perform the water test and if a leak was detected we would fix it. I showed up with my team as planned only to be met with the same aggressive hostile treatment. She called us names, accused us of stealing and said NO to the water test. I had my senior management and my crew wait outside her property by the truck while I tried to reason with her for nearly an hour. While we were standing just inside her home, I pleaded with her if we cannot perform the water test may you please capture the leak on video during the next rain? Her response verbatim "Cody I cannot find a leak." I wrapped up the conversation and then she begrudgingly said she would move her car to perform the water test. I am unsure whether she reached out to other roofers. I told her I would happily pay for the cost of a warranted repair. It is unsafe for me to send my team back to her property to her property.

  Customer Answer

  Date: 10/06/2024

   
  
  Complaint: 22318833
  
  
  
  I am rejecting this response because: Kairos words, construction & warranty failures are a direct reflection of their integrity. The petty, defamatory gaslighting remarks, somehow in Kairos mind, continue to allow Kairos to avoid honoring their watertight contract & to properly repair the construction defects & damages created by Kairos Roofing. Lies told about & directed toward a single female senior citizen are unacceptable. Unsupervised construction allowed replacing the contracted flashing around the chimney to be omitted from the chimney (construction defect) creating a leak in an area, for 75 years, never previously existed. I have photos that no proper flashing was installed. Kairos has no photos of the contracted flashing installation because it was not completed per contract. The leak has been acknowledged for over a year now. Caulking failed, stucco failed, a water test failed. The leak is spreading. Visible stains & video of water running down the ceiling beams have been viewed by Kairos on multiple occasions. Kairos has been here multiple times, for over a year, why is the leak still not repaired? Has Kairos provided a reason they have not taken the next step to open up the chimney area to determine the cause of the leak? Fear of what they will find & knowing to properly fix the leak, an entire section of metal roof will have to be replaced? (Kairos own employees have concurred the leak is from the chimney flashing and the two exhaust vents on top of the metal panels are not their standard code installation, these same individuals were also appalled at the inability of the first crew to lay a line and follow their lines creating 240+ nail holes that damaged my tongue & groove ceilings before a second crew came in, pulled the nails, laid a line and never missed a beam-Kairos Roofing refused to repair the damages these 240+ nail holes caused splintering my beams and tongue & groove exposed ceilings - I will not name these employees to protect them from retaliation.)
  Why is it my responsibility to contract another roofer to make the repairs? Kairos refused to make a written agreement for another roofer’s services. Given the fact they will not honor their 10 year written Warranty, when the leak occurred within one month of completion, how does one trust Kairos to honor a verbal agreement? If Kairos Roofing wants to pay for the repairs from another roofer, I am happy to oblige, but Kairos needs to put that in a written contract, because for over a year now Kairos has failed to make my home watertight and remedy the construction defects they created from our original contract and Kairos' "10 Year Diamond Warranty". Two exhaust vents were also not installed to code creating another set of construction defects. Steven Kahn of Forensic Building Experts Inc has provided me with a 742 page Property Condition Assessment 558 Expert Report that included a List of Deficiencies Matrix - 13 Defects with Code Violations & References. Given the length of the report, I only attached the LOD Matrix. In 36 years, I never had a leak or so much damage done to my property as Kairos Roofing has done. I simply want what Kairos Roofing contracted to do-proper chimney flashing and proper exhaust vent installation providing me with the watertight condition per agreement.
  
  
  
  Sincerely,
  
  
  
  Stacey Jenkins

  Customer Answer

  Date: 10/06/2024

  This has nothing to do with the leak, but everything to do with my reputation and the slanderous remarks made by Kairos Roofing. I feel I am being discriminated against and taken advantage of as a single female senior. I paid Kairos on time, every installment. I put up with being ignored when pointing out poor workmanship. Installing the roof was not a pleasant experience as Kairos first crew put 240+ holes in my exposed beam ceilings throughout my home, failed to cover a vent opening, failed to properly repair rotted wood. This defective construction created multiple leaks in my home, buckets of water pouring in the middle of the night. Juan, the crew foreman, would not stop his crew from continuing the poor workmanship, completely missing the beams & nailing though my vaulted ceilings, again over 240+ nail holes that I had to patch and repair myself. Other Roofing contractors I spoke to were appalled at the fact that Kairos refused to repair the nail hole damages created by poor workmanship and the inability of the workers to lay a line and follow the line to nail into the beam. The second crew did not put any nails through my exposed ceilings. I can’t speak to the argument my friend got into with Juan, but I do know that she tried to tell them to stop nailing through the my ceilings. Juan’s crew also tried to steal my copper flashing when I told the Supervisor, Richard, that I had sold my copper to a scrap place, Juan’s worker was putting the first day copper into his truck down the street from my home. When I told him I was keeping my copper, he started arguing with me and telling me I should pay his guy for cleaning the copper. In an email, Kairos agreed to stop lying and properly supervise the remainder of the work. Kairos did neither. Ruben was now the second crew supervisor and did a great job until Kairos pulled him & his crew off the site because they were taking too long undoing and redoing the damage Juan’s (first) crew had done. 
  Cody West did not tell me they were coming to do a second water test. Kairos already did a water test, I have a $168.00 water bill to attest to the fact. The water test could not expose the leak. I thought Kairos was finally (after a year) coming to open up around the chimney to properly find the leak. I was never confrontational with Cody West, that is a lie. I did not call anyone names. I was explaining to a new member of the crew what might have happened to the chimney in removing the my original copper flashing because Juan was upset his crew could not take the copper and when they removed the copper flashing from the chimney, know they were not keeping it, they might have damaged the area. Kevin walked in and verbally assaulted me telling me that was a lie. These men have showed no respect. I have photos. I did not say NO to another water test, I only wanted to understand if they did not find the leak from the first test, why were they doing it again. I told him I would move my car, do the test. He said no and sent his guys away. Cody told me to call him the next time the leak was active, that he was close and he would come right over. He also told me to clean off the ceiling so we could see new water stains. I cleaned the ceiling with bleach as best I could to remove the water stains. We had a hard rain, I sent Cody the video of water running down the ceiling beam onto the wall and into the front door jam. Cody West never replied to my text. I finally reached him by phone to reschedule. Kairos/Cody West cancelled the reschedule and have not returned my calls or messages to this date.