Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/31/2023

  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.

  HI, complaint is about the roof on my house. It was done on November ***** 2021. I provided the composite shingles, the company installed them. I advised the company that there were bathroom fans and a kitchen fan that were vented into the attic, acceptable at the time of construction but no longer. The representative stated that the company could go ahead and vent those through the roof without issue. They vented one of the bathroom fans but no the other 2 fans. I did have to call the company back due to an issue with the ridge cap due to craftsmanship. ******* agreed that the ridge cap should have been done differently and sent workers to perform the fix. I brought up about the unvented fans and ******* agreed they needed to still perform that and tried to schedule ************** I was considering them to perform. To date, they have not showed up to vent these fans. Their contract also stated a cricket would be and was installed, there was none installed in the chimney flashing. This last summer I crawled onto the roof to clean my chimney and noticed a few exposed s**** heads. I have also noticed that in the summer the shakes buckle like they were laid to close together, they lay flatter in the winter. I also noticed a split shake and there are several locations where shake tabs are broken making the shakes not as secured to the roof as required. There are spots on the ridge cap where an exposed s**** was driven to tight and has caused damage to the ridge cap. The roof is under a 4 year warranty from the company. They cam to inspect and are claiming product failure, also stating they did not see any exposed fasteners. They inspected on a day when I was out of town and their only notice was they were on their way that day to perform the inspection. I provided them with a picture of some of the exposed fasteners. I also looked at the installation instructions for the shake and it does not appear that the workers followed them.

  Customer Answer

  Date: 10/31/2023

  *********** stated that they had installed a cricket and there is none installed on the chimney.  *********** states they warranty their work for 4 years.  This roof had a callback due to issues with the ridge cap.  The representative I was dealing with at that time, ****, looked at the pictures i sent him and stated he thought that it needed to be a bit different.  He sent a crew here and they worked on the roof and showed me pictures of their work.  They did not bring up or address the exposed fasteners at that time.  I was unable to fully inspect the roof until last summer due to a family members illness then an illness of my own.  I was in a situation of just needing something done in an  attempt to have one less issue to worry about.

  Customer Answer

  Date: 10/31/2023

  Please find attached the pictures from the call back from how the ridge cap transitions were first done.  I argue this was not done to best practices and shows a history of not following best practices of workmanship.

  Customer Answer

  Date: 11/07/2023

  I do have another issue with this company.  My previous roof had several roof vents.  I was advised by the representative the company would install a continuous ridge vent that would be up to code and provide adequate venting for the roof.  *********** installed the ridge vent as they stated.  *********** asked if I wanted the existing powered attic fan reinstalled.  After discussing it with the worker, who said he would if it was him,  I requested that it was.  *********** did reinstall that powered attic fan.  My concern is that even with the continuous ridge vent, the attic fan does kick on more often and stays on longer than before, although the temperature setting on the fan has not been changed.  It would appear that perhaps the venting is not as adequate as the company stated it would be?

  

  Business Response

  Date: 12/15/2023

  Agreed that the customer provided his own material.  Paragon plastic shakes.  

  Pertaining to the ridge fix - our install team used a metal cap where hips met ridges, customer did not like the look, we repaired this.

  **************** sent us this message
  10/10/23 2:12 PM
  Please see attached pictures. These are in different places on the roof. There is one trying to show the buckling. It is worse on hot days. I know it doesn't show up well at all. There are several places where the tabs on the shingles were broke so the shingles can lift very easily. In a couple places this goes for about 3 feet before there's an intact tab. There's one spot the shingle is split from the nail and a couple shingles that look torn? There's some spots they had to use an exposed s**** that wasn't sealed but others that were sealed. I'm kinda wondering about those spots too?Please let me know if these pictures don't show up well and I'll try again.Seems kinda odd to have something like this so quick? I am worried about it. Looking forward to hearing your thoughts.Thank you very much.********************* ************ ******************************* P.o. box 528 ****** ** 59725

  Our representative **** met **************** at his property. After looking everything over, it appears that the plastic snap together shakes are failing.  We recommended **************** file a warranty claim with the manufacturer. *************** asked **** to call the manufacturer, and we were unable to find any contact info for the company online.  **** told *************** that he should try to contact whoever he bought the material from as we could not find a way to contact the manufacturer.

  **** called **** later asking about the roof vents and bath and kitchen fan vents.  We informed him that the ridge vent (which I believe he provided - see photo of material provided including nails and ridge vent) was installed instead of roof vents and meets code for attic venting.  We also let him know that we are happy to install the bath fan caps that we miscommunicated about.  Work order provided by our project manager for ******************* project only indicated 1 vent needed to be installed, which seems like it was an omission on our part, but we indicated to *************** that we are happy to install the other two. We are also happy to seal any fasteners he would like sealed.  **** then asked if *************** had gotten in contact with the manufacturer about the failing roofing material, and *************** got angry and then said that if we came back on his property he would have us charged with trespassing.

  Pertaining to the power vent, it is likely that the plastic is absorbing much more thermal energy from the sun than the previous wood shakes were absorbing, causing the attic to be slightly hotter.  This is normal when wood shakes are replaced with another product that absorbs more heat from the sun.

  Pertaining to the chimney cricket, the chimney is less than 30" wide (when measured horizontally on the uphill side) and therefore does not need a cricket.  That was a mistake by our salesman at the time, and our production team made that modification to the order to delete the unnecessary cricket.  We have not been informed of any functional problem with the chimney.

  *************** provided his own material, from a company who we cannot find on line and have to assume it is out of business due to the poor quality product.  We recommended he use shake look asphalt, which is a proven product, but he declined using a product we recommended.

  We have communicated with *************** that we are happy to repair any issues with workmanship (miscommunicated fan vents and fasteners he thinks needs sealed), but thermal expansion and contraction, as well as high winds in ******, are causing the weak plastic tabs that hold the shakes together to break and he needs to get a warranty claim started to replace the defective material.  He told us to not come back to his property, so we didn't.

  Customer Answer

  Date: 12/18/2023

  I have several disagreements with Roof Rescues response.
  
  
  **** did not meet me at my house. As I stated previously. I contacted ****, by phone,about the problems I noticed. He asked me to email him the issues and texted his email address. I emailed the pictures and problems to him. I called **** after awhile to see if he had gotten the email and see if anything further was needed on my end. He said that he had received the email and was forwarding it to the owner of the company as we spoke. I thanked him and waited to hear from the company. When a representative from the company called he said that they had received the email and would let me know when they would be able to come and take a look.
  
  
  A few days later a representative called and said he would be at my house in 2 hours to take a look. I advised him that I had to be out of town that day and was at that time already out of town and would not be back until that evening. He said that was ok and I did not need to be there. **** and I never met in person. **** was gone when I returned home and a few days later he called to report his findings. He, and his partners felt that it was product failure. He asked about the manufacturer and said he had been unable to get ahold of them. He asked if I had a phone number for the company and the name of the people I had dealt with. I texted that information to him. He said that he would reach out to them. Seven days later he texted me that he was unable to get ahold of them and that Roof Rescues decision was it was product failure.
  
  
  I brought up the exposed fasteners to **** in a reply text. He stated to me that when he was on the roof he did not see any. I replied with a picture,again through text with another picture of an over tightened fastener that had split the ridge shingle. He again said it was product failure not workmanship. Also during text, not phone call, **** said that he would
  swing up and take care of those exposed screws. That does look like a screwy shingle but that will be a manufacturer deal.
  My text back to him stated
  Again, I do not agree with that assessment. If the s**** was fastened to tightly it would cause that issue. The manufacturer stated to me that they are unaware of any sealant that will last nor stick to their product. Due to the snow on the roof, you would not be able to see that spot nor the others. Obviously so as you did not see them on a sunny day. At this point, you would be trespassing. I dont want to, but it seems I need to attach your companies bond.
  
  
  As far as the high winds in ****** damaging the shakes. The shakes were class A fire rated and rated by the company to withstand much higher winds and larger hail than we see here in ******.
  
  
  Again, all of this was through text which I still have on my phone. I was advised through a phone call that they do not install roof vents for bath rooms or kitchen hoods and that I would have to call a HVAC company as they would not install them. I stated that they were part of the agreement when dealing with **** and showed the text exchange where **** had brought them up that they had not yet been installed by Roof Rescue when he was asking about scheduling my other roof. All the existing bathroom fans and kitchen hood were vented into the attic when the house was built over 40 years ago. As this is not the best practice, I wanted everything vented out the roof. **** said that was the way to go and it would not be a problem for Roof Rescue to perform that. They did vent one bathroom fan out the roof only.
  
  I did not provide anything other than the shakes. The contract myself and **** signed stated that everything other than the shakes would be provided by Roof Rescue. When dealing with **** he said that they could purchase the shakes and have them delivered to my house before they started work. I ended up purchasing them due to the company advising they had several large jobs coming up and that those jobs could cause mine to be put off until later. I was worried that the existing roof needed replaced sooner than later and was up against an insurance deadline to get the roof done so I ordered them.
  
  
  As far as the ridge cap. The Roof Rescue provided the ridge vent and installed the ridge cap that came with the shakes I ordered. After they had installed the roof, I did take a very quick look at the ridge cap. **** had contacted me to see if I was happy with the final product. I brought up the bathroom and kitchen vents not being installed and texted him pictures of the ridge cap in areas. I stated to him that it did not look quite right but did not know what else should have been done. He texted back that it looked to him like they should have done things differently and send he would send a crew to fix it which he did. He did say that the crew would also install the missing vents but they did not.
  
  
  As far as their recommendation for a roofing product. From the start, **** asked what product I wanted to use. **** stated they could apply asphalt,metal or composite roof when I asked what all materials his company had experience installing. I asked him if his company had ever installed a product from Paragon roofing. He stated he was familiar with that product but his company had never installed it. They had however installed a competitive product on several roofs and that it performed well. I also provided information on the product to ****. My mother owned the house at the time and wanted the look of the Pargon product, liking it better than the composite roof that Roof Rescue had installed before called *****. Neither of us wanted the ***** product as reviews stated there was a strong odor for a long time after the product was installed. I did not want my mother to experience this with her other medical issues. She was adamant she did not want an asphalt roof. At the time, I was taking care of her during her end of life. That being the situation, I wanted to do whatever she wanted.
  
  
  As far as the cricket, the company had a cricket listed on the contract and listed as a charge on the bill.
  
  
  The only fix the company offered was to seal around the exposed s**** heads that were missed before. The company did not offer to install the vents that they failed to install at the time of the original job yet had agreed to install through ****. They did not agree to install the vents either through phone call or text. I was advised, over text, that my roof was vented and that it was up to code. I have been unable to get a response from Paragon as well. I do however believe that Roof Rescue is trying to hide their warranty responsibility due to this.

   

  Roof Rescue needs to honor their warranty and be more truthful in their response.  I can provide the text exchange if necessary.
  

  Customer Answer

  Date: 12/18/2023

  Please see attached documents to show texts received from Roof Rescue.

  Customer Answer

  Date: 12/18/2023

  attached more of the text conversation

  Customer Answer

  Date: 12/18/2023

  Please find attached an easier to follow text conversation from Roof Rescue with the messages expanded

  Customer Answer

  Date: 12/18/2023

  I was able to find out that Paragon roofing systems was bought out by another company.  I received a call back from that company today, 12-18-23, and they took my information stating that they will get back to me on this issue.

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20804958
  
  I am rejecting this response because:

  As I have stated in an email response to the BBB, added to the complaint, there are several untruths in Roof Rescues response.  I have provided several examples as attachments previously.  Please advise if further documentation is required or if they are not clear.
  

  I did not provide the ridge vent. The only material I provided was the Paragon shakes. Everything else was provided by Roof Rescue and shows in their bill. When I discussed the bathroom and kitchen vents with ****, I requested a total of three vents installed. Two were bathroom vents and one was a Kitchen vent. **** stated to me that it would not be a problem for them to install those and would add it to the bid. I have also shown a text exchange with **** where he brings up the vents that were not installed, stated that they still needed to be done.
  
  
  I would Like to add that Roof Rescue never offered to come back and install the vents, as they stated in their response. And I never told them to not come back to my property other than when **** said he would swing up and apply caulking to the s**** heads after a snow storm that left several inches of snow on the roof. I stated this previously and showed the text exchange with him. Again this exchange was not over a phone call as Roof Rescue claims and my text exchange was not heated nor hostile in any way. In the text exchange, **** stated he would tell **** and I requested ***************** me, he did not.
  
  
  I also want to add that the company that manufactured that shakes was purchased by another company. I placed a call to that company and received a call back the same day. The person I spoke with took my information and stated that he would forward it to their quality control and they would get back to me. That person also stated that he had never received a callback on the Paragon product. He also stated that Roof Rescue was in their system as he they had provided them a quote for roofing. I do not know why a roofing company was unable to locate this information yet I was.
  
  
  Also it should be noted that when Roof Rescues crew was working on my roof, one of the roofers specifically asked me if I wanted the existing power vent replaced on the new roof. I said that I would and he stated to me that he would too if it was him. That leads me to believe that he may have questioned the proper amount of venting specified by the company.

  
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 01/04/2024

  The manufacturer of the defective material contacted us at the homeowners request.  We provided all requested info to the manufacturer, and we will continue to do everything we can to help this customer if he allows us to do so!

  Customer Answer

  Date: 01/04/2024

  I do not agree that the business addressed the issues within my complaint.  I showed were they had untruths in their response to me.  I do not understand the BBB decision on this matter and it does come out of the blue after talking with the representative.  *********** offers a warranty on their work and it is well within that warranty period.

  Also, the company that bought out the roofing product manufacturer is now dealing with both Roof Rescue and myself. 

  This issue is not resolved yet.  ******* was not completed as contracted and agreed to by both parties and the warranty is not being honored by the company.  This is extremely disappointing to receive.
  

  Customer Answer

  Date: 01/05/2024

  I was advised this morning by the company that manufactures the roofing product that Roof Rescue has not responded to them with information they requested.  The manufacturer contacted them and requested photos to begin dealing with the warranty and Roof Rescue did not respond through either email or text.  Roof Rescue was contacted by them on 12-20-23.

   

  It appears that I will need to seek a remedy through the court.