Complaints

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• Initial Complaint

  Date:03/14/2025

  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.

  The issue we are facing is quality issues regarding workmanship and installation. It is my contention that Ace roofing has hired personnel that are not properly trained and have performed poorly regarding skylight installation and repairs to the skylight as of recent. Our roof and sky lights were installed between 3rd and 4th quarter of 2024. We started having issues with water leaking through our skylights with in the 1st quarter of 2025. I contacted ***** and he did respond in a reasonable time frame and brought out a "21 year expert" to perform a fix roughly a week after contact. The water was leaking in because a large opening facing the sky had formed on the exterior of one of the skylights thus allowing water to flow in my house. This most likely happened due to poor installation, which hopefully does not void any manufacturer warranties. But I digress, the fix was done even more poorly than the skylight installation. We have 4 skylights that tilt open and 4 that do not open. The ones that open are at the peak of the roof and the ones that do not are closer to the gutters. The "21 year expert" decided to bring caulk and metal flashing and essentially make a barrier to keep water from hitting the area with the leaking issue. The problem is he caulked the the skylights that open to the opens that do not. Guess what happened when we tried to open the skylights? The fix completely separated and is rendered useless. Going back to the original installation I still do not understand why Ace did not replace a structural board that they nailed plywood to. I doubt they would have nailed a sheet of plywood to a cosmetic piece of wood since there would be little to no structural integrity. This is unfortunate since ***** appears to be caring and sincere but the quality of work is what is paramount not the relationship with the contractor. Therefore I need to work through the BBB to ensure the quality and integrity of services rendered by Ace Roofing.

  

  Business Response

  Date: 03/29/2025

  Our offices have been in touch with Mr. *********** and we have an appointment scheduled for April 1 at 10:30 AM to begin to remedy the situation. Our customer is covered under our workmanship warranty and warranties from the manufacturer and we intend to stand behind them 100%.Our offices have been in touch with Mr. *********** and we have a appointment scheduled for April 1 at 10:30 AM to begin to remedy the situation. Our customer is covered under our workmanship warranty and warranties from the manufacturer and we intend to stand behind them 100%. We will continue to keep the BBB and the customer aware of our progress and the situation until this is resolved. 

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23065557
  
  I am rejecting this response because: The two proposed remedies are unsatisfactory.

  Remedy 1 - Is to lower the height of all fixed skylight approx. 1 inch to allow a thin piece of metal to connect from the venting skylights to the fixed skylights. Connecting in this way should allow the venting skylights to open unimpeded (avoiding the thin piece of metal). This thin piece of metal was added after installation to keep water from leaking in the sunroom, but I digress.
  

  Remedy 2 - Is to adjust the pitch of all skylights (no longer parallel to the roof), mitigating the pitch at the highest points. This is to allow a thin piece of metal to connect from the venting skylights to the fixed skylights. Connecting in this way should allow the venting skylights to open unimpeded (avoiding the thin piece of metal). Again, this thin piece of metal was added after installation to keep water from leaking in the sunroom

  After discussing this with my better half it is our contention that the skylights should simply be reinstalled correctly. Preferably, adhering to the manufacturers specifications/recommendations to avoid any voidance of warranty whilst taking steps to improve the quality of the installation wherever possible.

  ********* and I have spoke to numerous neighbors with skylights (with similar set-**** and no one else needs extra material put in-place to stop leaks or redesigns to allow for said stopgap solution to be installed without obstructing venting skylights.

  We do appreciate ******* response time and willingness to work with us but we do feel a better solution is possible.

  
  Sincerely,
  
  ***** ********** & ********* *****

  

  Business Response

  Date: 04/23/2025

  Ive been in contact with ***** ********** via text message and proposed the solution, but have yet to hear back with his approval.
  

  Mr. ********** requested that the skylights be reinstalled strictly adhering to manufacturer specifications. I replied with a detailed explanation of my proposal which I believe meets his request.
  

  At this time we are awaiting Mr. ********** to confirm this plan so we can move forward with resolving the outstanding issues.

  Customer Answer

  Date: 04/27/2025

   
  Complaint: 23065557
  
  I am rejecting this response because:
  

  Ace roofing and I have just one or two more wrinkles to iron out. I did have an extended holiday and was not able to reply back to ***** in as timely of a manner as I have in the past.

  I can ensure I will make continued efforts to respond in a timely manner going forward. Having that been said, I replied via text to ***** today (4/27/2025) and asked if Ace would mind trimming the height of the curbs to get closer to 2x4 height, which is the minimum requirement as specific by *****. Currently, curb height is still in excess of the standardized specification since 2x6s were used. The rest of the remedy proposed by ***** is acceptable. That entailed: removing the skylights from the curb (wood frame - currently 2x6), underlayment and waterproofing will be reinstalled surrounding the curbs. New counter/cap flashings will be made and installed.

  I was told by one of my friends in the industry that when he worked on a job with a similar issue he used a track saw to get the curb down to nominal dimensions when the crew he was supervising used dimensional lumber that was out of spec. He said he did this since going over 3-1/2 inches would mean that extra underlayment would have to be used to ensure leakage does not occur.

  He just needed to remove the #8 1-3/4 pan head screws along the sides of the sky lights and then set the guide on the track saw to remove the excess. Then he simply placed the skylights back over the curbs and fastened the screws back into place.

  I look forward to ******* response to my recent reply/inquiry in order to continue to work towards a satisfactory resolution.

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

  

  Business Response

  Date: 05/08/2025

  We are scheduling a time for this coming week to complete the repairs at the homeowners specifications.