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Business Profile

Roofing Contractors

John Kaptein Contracting

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:12/20/2023

    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.
    7/16/2023 Hired Kaptein Contracting to install new flashing around the chimney and replace damaged boards. Paid $1500. John owner (JK) took before pictures & No after pictures of
    work done. Invoice received did not explain actual work performed & what materials were used. Questioned why shiney globs of sealant above the flashing. JK told me when sealant cures 14 days will not appear shiney. 7/16 Called JK questioned globs of sealant No chimneys look llike this.
    7/18 I observed in attiac debris from roof work: nails, broken boards, shingles & dirt on the attiac floor. Replaced boards: had nails of excessive length through the boards (original boards do not have nails of excessive length). Spaces between the boards. Some boards splintered & some water damaged boards were not replaced as proposal states 18" around chimney. Only 4" were replaced left side & back of chimney where leaking occured. Called JK, responded "it's an attiac"
    Told JK it needs to be cleaned.
    7/23 JK crew cleaned attiac. Asked JK why was the leaking board not replaced. JK told me it was ok. (7/29 water was leaking from the same board).
    I asked for the after pictures. Sealant still not cured JK to return in one week.
    8/4 JK & coworker removed some of the excess sealant, it was not cured.
    8/11 Called Geocel Co. representative said sealant should have cured most likely an application error, apply smooth bead lines not globs.
    8/15 Chimney starting leaking again, (29days after start of the job on 7/16).
    Indepentant handyman assessed flashing work & the replaced boards in attiac. Was told
    need mortar in brick joints not sealant, nails are not to be placed in cap shingles or other shingles or covered with sealant. Nails were covered with sealant under flashing & corner of flashing. Boards should not have spaces between or be splintered, water damaged board not replaced.
    See pictures
    8/15 chimmney mason assessed chimney: noted cracked bricks above flashing, sticky sealant in brick joints needs mortar. Nails in cap shingles & other shingels & were covered with sealant. Mason to fix and repair the repairs.
    8/16 Called JK asked if he cracked the bricks & put sealant in the cracked brick joints.
    John verbally admitted he cracked the bricks and applied Geocel.
    8/17 JK returned to apply more sealant. Told JK mason will remove sealant & put mortar in the cracked brick joints. Showed JK the pictures. John verbally admittted he cut the flashing short. Told JK you may need to come back, write on invoice the name of the shingles used and number of inches of board replaced to all sides of chimney. JK did not provide the information.
    John became angry/agressive & said "I'm done" and left. John Kaptein did not stand behind his website advertisement: "Someone known in the industry and gets the job done right"
    Dissatisfied poor workmanship and shoddy job. Requesting monetary compensation $500.00 for damage to chimney and roof. Any reputable company would rectify the errors.
    9/23 Mason fixed the repairs cracked bricks and brick joints. Repointed Chimney, No leaks Waterproofing not needed.

    Business Response

    Date: 01/19/2024

    BBB spoke to the business and the following was relayed:

    This job is from July, for which we made 4 trips out to her house to address issues. We recommended the customer get a chimney mason, she chose not to hire a mason at that time. The contract states Geocell silicone caulking. It adheres to all roofing. As far as the attic, we never accessed it but we did return and clean/shop vacuumed for the customer. The customer later requested we remove all the geocell because it was too shiny. We have provided pictures of the flashing and chimney.

    See attached.

    Customer Answer

    Date: 01/22/2024

    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.


    BBB spoke to the customer and the following was relayed:

    The business response is inaccurate. They returned 3 times and the third time all they did was remove some of the sealant. The business never advised me to get a chimney mason. I called a mason on my own because the issues were not addressed. There were cracked bricks that should have been filled with mortar but the business put sealant. Additionally, they put excessive sealant which had not cured several weeks later when the mason was here. The business was aware the sealant was not curing. After they removed some of the sealant, it began to leak.

    I am requesting reimbursement of the cost of the mason to repair their workmanship, $500.



    Regards,



    ******* ********








    Business Response

    Date: 02/15/2024

    BBB spoke to John at the business and the following was relayed:

    We did what we were contracted to do and we did a great job. We returned multiple times in an effort to please the customer. We will not be issuing a refund.

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