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:06/06/2023

  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.

  My roof was installed 10/25/2022. There is extensive buckling and waving of the shingles. I reported the problem to Porter Roofing & Restoration on 5/30/2023 by phone with *********************** and followed it up with an email. She asked for photos and I sent them. Since then I have gotten no response. After seeing the roof, another reputable long time roofing company told me today that they would replace the whole roof if their customer had the same. I have a 5 year warranty. I would like the work completed in a timely manor. The initial installation was started 3 months after initial payment was made.

  

  Business Response

  Date: 07/19/2023

  ***** called into our office with a concern due to shingles buckling. She spoke with **** and the agreed upon next step was for ***** to email us some pictures and at the same time we would get the account manager out to the property to inspect the concern. Account manager replied saying he would be out that day. Next thing we know, she came by our office upset and thinking we ghosted her. We realized that the account manager had not been out yet and she also thought we ignored her email. It was determined that she sent the email to porterroofing.com instead of porterroof.com. I overheard the conversation and went out to join. We made a plan on site that myself, my production *******, and the account manager would all head out to meet her back at her house. Before we left she had let me know that she did reach out to BBB. 

  We met her at her house and inspected the roof, explained to her what we thought was happening and put together a plan of action. Upon further conversation she let me know that she would reach out to BBB and give you a heads up that she wanted to put a hold on the complaint as we were working with her to resolve the situation. 
  

  When we called to schedule the repair, she let us know that when everything started, she had called the city to do an inspection but that they did not see a permit on file so we were unable to do the repair until that permit was pulled. It took some time with the city but we now have the permit. Through this process ***** has talked to other contractors who have given lists of potential reasons why the shingles were doing what they were and so we are currently discussing my explanation for what is going on and have requested that we meet another contractor of her choosing on site so that we can make sure were all on the same page with what needs to be done. As soon as we get that scheduled, we will be able to move forward and resolve any of her concerns. 
  

  If there is anything else you need beyond this, please just let me know. I will update you as it continues to progress. Thank you for everything!
  

   

  ***** Porter Owner

  
  

  Customer Answer

  Date: 07/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  My 6-month old roof was buckling in ***** places. I had 4 1/2 years left on my 5-year- warranty with ********************** Roofing. Eventually I was able to get Mr. ********************** out to see the roof for himself. His immediate reaction was to say that the roof did not need replacing (as other roofing companies had advised) but changing a few of the buckled shingles alone would fix the problem because it was caused by a cold weather installation. The almanac for the date of installation, 11/09/2022, showed it was nearly 60 degrees by the time the shingles were installed. During this visit I asked Mr. ********************** twice if a permit from the city was required. He assured me that none were required.  After asking a city inspector for an independent inspection of the roof, I was assured that a permit was required and an order to stop work was placed on my door. A month later ********************** got the required permit.

  Meanwhile I filed a warranty claim with the manufacturer of the shingles. The claim for defective shingles was denied but they supplied me with a list of possible causes for the  buckling shingles. I corresponded with Mr. ********************** about the possible causes for the buckling and asked that the shingles and underlayment be removed to assure that the decking was installed correctly as per manufacturers requirements. I was able to see from the attic and photographs that at least some of the *** or decking boards were installed with no spacing as required to allow for contraction and expansion with temperature changes. I was also able to see nailing of the *** decking not nailed down to joists but instead to 1" X "6 old decking. This meant the much heaver new decking (***) was attached to much lighter smaller boards and not to the joists as required. This was among the causes of buckling listed by the shingle manufacturer.
  

  **********************'s response was to say that we could not move forward based on photographs and a list of possible causes. His reason for the buckling was now changed from cold weather installation to improper storage of materials and still insisted that the fix was to replace only the buckled shingles. He supplied me with photographs of the roof during installation but no photos of the decking were included. He showed photos of the roof with the decking covered over by underlayment. I was willing to work with ********************** to come to a solution but I was losing confidence that he was dealing with me in good faith. We were too far apart in what I considered to be satisfactory solution to a 6-month old buckling roof for which he had been paid $26,000.
  

  His goal was to minimize his cost and not resolve the cause of the problem. My goal was to get a secure roof over my head and not have to worry about the same thing occurring again with temperature changes in the future. I do not know any other way to accomplish that than to expose the decking. I am a 68-year-old woman and do not feel comfortable climbing on the roof to check for problems in the future.
  

  As a result I decided to go to another more reputable company and just do what I had to do to protect myself. This other company has been in business locally for over 100 years as opposed to **********************'s 3 years. After seeing the nailing patterns from the attic they agreed that removal of the shingles and underlayment was the best way to assure the job was done properly. They agreed to removal and replacement of the shingles, correcting any nailing problems with the decking, correct spacing problem with the decking, and provide me with a 10-year-warranty. This would cost me another $16,000. but at least my roof would be secure. I did not come to this decision lightly. Obviously it will cost me dearly but the alternative is to trusts someone who has given me no reason to do so. When the original job was coming to an end, ********************** approached me to delete some of the items we had agreed upon because he supposedly could not find anyone to do the work. He had already collected the most profitable parts of the job and was not willing to finish to job as agreed upon. They showed a general lack of care with their work and walked away leaving fistfuls of nails along my driveway and in my yard. So they never really finished the original job and this history with them makes me unwilling to believe they are dealing with me in good faith.  
  

  Since ********************** is unwilling to remove the shingles to discover the cause of the buckling, I see no reason to trust him to remedy the problem. I want Mr. ********************** to reimburse me for the cost of the second roof and I reject his solution to the problem.
  

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

  
  

  Customer Answer

  Date: 08/21/2023

  Complaint 20151184
  
  
  After many attempted communications with Porter Roofing & Restoration, LLC, I was unable to get the owner, ***** Porter, to admit that buckling shingles of my 6-month-old roof were caused by anything more than surface problems that could be resolved by replacing only the bucked shingles and never revealing the decking to get to the underlying cause of the problem. Even though I had a 5-year-warranty, I decided to cut my losses and go with a more reputable company at my own expense with reasoning that I wanted a secure roof over my head. His misrepresentations and failure to take adequate responsibility left me with little confidence that he was either willing or capable of giving me that security I sought.
  
  
  I have attached  photographs that show the bottom line of what was eventually found by another company as the cause of the buckling. The decking Porter had taken great pains to avoid exposing was not nailed down to the rafters and where the *** boards met with next board without rafter support is exactly where the buckling was occurring.
  
  
  I have been working with the Better Business Bureau for 75 days to get this complaint posted to warn consumers of the type of work they can expected from this company. 
  
  
  In the attached photos the blue lines show Porters decking boards meeting (where the bucking was occurring) with no rafter support below and the red lines shows where the edge of the boards should have been nailed to the rafter seen below it. The first and fourth photos show what Porter saw from the attic when he came to my property after my warranty claim. The last photo shows the repairs needed to correct the problem. 
  
  
  
  
  
  

  

  Business Response

  Date: 08/21/2023

  On May 30, ************** called the office and notified us of her concern. On June 7th, the owner, Account Manager and Production Supervisor were on site to diagnose the issue.  It became increasingly clear that ************** wasnt going to trust our solution.  The only solution she thought fit was a full roof replacement, which we didnt deem necessary, however, we were open to meeting another contractor along with ************** to discuss for a second opinion.  She repeatedly refused to allow us to do any of the following:
  
  1.     Do our due diligence to replace the affected section
  2.     Meet a contractor or her choice to discuss the areas of concern
  3.     Coordinate and meet a ***** Corning representative
  
  Roof replacement is major construction, and issues do arise. We pride ourselves on fixing things when they do, and doing right by the customer. We were not given the opportunity to do so.