Complaints

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• Initial Complaint

  Date:10/08/2024

  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.

  On 12/9/23 we contracted a new roof with 2 roof vents -for the 2 bathroom fans that he agreed to purchase and install. We paid $5000.00 cash down payment for the roof replacement, with the balance of $5149.50 paid when completed on 2/10/24. Since he decided the roof boards didn't actually need replaced (as contracted) those funds would be used to pay for the new fans and installation of those bathroom fans.
  We realized they were not installed according to manufacturer directions. We continuously called and text ***** ******** @###-###-#### with no response. We purchased insulation on 3/13/24
  Upon inspection of the roof, we noted the 2nd bathroom fan was STILL attached to the soffit.
  On 6/12/24 leaks- Master Bathroom, 2nd bathroom, and near the furnace vent. Pictures sent, request made, no response. We sealed those roof vents as best we could.
  On 8/2/24 -MAJOR leak in Master Bathroom. Sent pictures, requested he come fix it. His response blamed us. Although he stated he would come fix this issue.
  We obtained 3 price quotes from Roofing Companies - ALL noted the same problems- most notable is NO ICE/WATER GUARD! 10 other issues were documented. We have addressed and fixed each issue as best we can- without replacing the entire roof. Our insurance agent noted "no coverage for faulty workmanship"
  NO RESPONSE from ***** ******** until I sent registered mail (which apparently, he refused to sign for) with ALL DOCUMENTATION provided! He called on 9/20/24 asking what this is about. His statement was "I'll have to decide how much I'll pay you." There has been no further communication.
  Our total cost of repairs = $1902.44
  $650 Roofing Company repairs
  $187.50 contracted repairs
  $975.00 Bathroom ceiling repairs/fan insulated
  $63.04 Insulation
  $26.90 new fan motor (replaced/changed to old style)
  
  Material not received - $1250.00 Ice/Water Guard (per Ohio code)
  
  I cannot believe they have a BBB A+ rating!!

  Business Response

  Date: 10/08/2024

  We advised Mr. and Mrs. ***** that their roof was too shallow of a pitch for Roof Boots. Roof Boots should NOT have been used, they knew this, and AGAINST our advisement, told us that they had been previous contractors and stated that the roof boots needed to be installed. Mrs. ***** stated that the customer is always right. We installed boots per her wishes. 

  Mrs. ***** called me several months later, in June 2024, and stated that there were leaks under the roof boots, I gave her a price to remove the boots, that she wanted me to install in the first place, and that I would repair the holes that the boots would inevitably leave in their place. Mrs. ***** stated to me, on the phone, when she called me, that she would not pay me to return, so therefore, I did not return. I asked Mrs. ***** to show me receipts where she stated that she purchased material and had numerous contractors investigate her problem, but she had not yet done so.

  As far as the NO ICE SHIELD GUARD, you can clearly see in the pictures that indeed, ICE SHIELD GUARD was installed over the ENTIRE ROOF. So, yes, I refused her attempt at paying back $1250.00 because I saw this for what it was. 

   

  Customer Answer

  Date: 10/21/2024

  ALL statements made by ***** ******** are false. 1) NO "advisement" or discussion on our roof pitch prior to a text on 8/2/24 stating "Your idea was bad to put those in your roof". NOTE: There are 12 additional vents on our roof, NONE have ever leaked. 2) False statements made - "told us that they had been previous contractors and stated that the roof boots needed to be installed. Mrs ***** stated that the customer is always right. We installed boots per her wishes. NOTE: ******** ***** contracted the job. I follow through with communications on the issues ONLY. 3) I sent multiple text messages from 2/11/24 - 3/25/24 requesting the return of our extra bundle of shingles he didn't use AS AGREED with ******** ***** and to correctly finish the install of our bathroom fans according to manufacturer (w/insulation): I NEVER called him on the phone. NOTE: No response until 3/25/24 when he returned 9 shingles- that is the last we heard from *****. 4) June 12- sent pictures through a text concerning 3 leaks in our ceiling - both bathrooms and near our furnace vent. NO RESPONSE. 5) August 2 - sent pictures through text stating "we have a problem. Are you coming to fix it or should I send you a bill"? He said, "I will come seal it by removing the vent totatally and hooking it back the way it was to the soffit vent. Your idea was bad to put those ein the roof". I stated, "Just come and take care of it. When?" (text message printed) NO further RESPONSE. 6) Sept 19 - sent all documents and receipts by certified mail. REFUSED. NOTE: He called my phone on 9/20/24 asking what this is all about. He stated, "I told you I would come fix it, it hasn't even rained yet." Then stated, "I'll have to decide how much I'll pay you." and hung up. 7) Pictures submitted by Doddy Contracting, LLC: A) shows a small repair job on the back corner. A replacement board is laying behind him. Black roll on sealer was a previous repair job done 20 yrs ago. NOTE: this picture also shows the furnace vent he removed and reattached but did not seal properly, as we were told from the professional roofing companies. This was the 3rd leak on 6/12/24 that we were able to temporarily fix. B) Roof shows "VB Shield" listed at ******* from his reference as "vapor barrier shield- synthetic roofing underlayment" NOTE: 3 professional Roofing Companies independently stated and verified there is not any Ice/Water Guard on our roof.

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

  Business Response

  Date: 10/24/2024

  1) We had advised MR. ***** ***** that his bathroom vents should remain where the original manufacturer of the double-wide home had installed them. In the soffit under the roof edge, the 12 vents that MRS. ***** is speaking of are at the very peak of the trailer roof. The peak of the roof is the LEAST likely area to leak because water flows in two directions from this point. The new bath vents are in the middle of the roof. At this location, snow, ice and water can all be trapped due to a very shallow 3/12 pitch, which is common on double-wide trailers. Custom, stick-built homes are built with 4/12 or greater. The greater the pitch, the less chance of leakage. The *****'s home is a manufactured home and plunging a hole in a nearly flat roof is always a terrible idea. MRS. ***** states that she spoke to 3 PROFESSIONAL contractors yet, we only have seen evidence of 1 and they are not accredited and have a similar complaint as well. Also, there estimate shows that it has been written on and tampered with as evident in my highlighted attachment. Nowhere in HER PROFESSIONAL contractor estimate do they state anything about Ice & Water Shield. Estimate did not appear credible. MRS. ***** also stated that she constantly walks on her roof, and we advised her this too was a bad idea. The Factory seal of the shingles causes the shingles to blow off.

  2) I do not understand why MR. ***** cannot speak with me, in my attempts, as he was the one that we had dealt with during the building. He stayed outside with us and never had any issue.

  3) I hardly text, as I am busy building homes. I return phone calls as soon as possible. I cannot debate all day with Mrs. *****, as this has been all that she wants to do.

  4) I am unclear how a roofing company could see the black Ice Guard that MRS. ***** is labeling "A REPAIR" . New shingles are covering the entire roof. My pictures have shown black tar 4' from the edge is ICE AND WATER BARRIER. I am not clear as to why MRS. ***** cannot seem to get past the idea that it was not done. The VB Shield is a very nice product with a 50 year warranty that compliments the tar, ice and water shield that was pictured. The problem is that cutting holes where they should not have been cut and could easily be reversed. I just cannot do this for free. ******* sells this VB SHIELD as the manufacturer warranty allows it. This is a OWENS CORNING Roof. The VB Shield has a 50 year warranty greater than the shingles warranty. The pictures also had shown no bad plywood. To replace, the warranty will be voided if an unaccredited "PROFESSIONAL ROOFING COMPANY" alters our roof.

  5) With the 9 shingles that we had left over and returned to MRS. *****, more than enough is there to remove the vents and replace with those extra 9 shingles. As MRS. ***** is aware, her shingles have been discontinued and no longer available to purchase. (HER WISHES) 

  6) I had spoken with MR. ***** about charging $325.00 to reverse their problem with the vent, that they wanted. MRS. ***** scoffed at this  I see no evidence that MRS. ***** has paid anything to anyone and there is no such product that "SEALS" in accordance with an OWENS CORNING WARRANTY. "Sealer" is for Blacktop driveways, NOT roofs. A sealant is already on the shingles. This point keeps being moot.

  7) We are not an insulation company, if insulation was lost, you sweep it up and throw it away.  Once again, I am unclear as to this point.

  8) In closing, I am extending my original offer to repair the vent issue for $325.00.

  Customer Answer

  Date: 10/30/2024

  I am rejecting this response because: once again, we do not agree with the statements made by ***** ********. He seems to have lost focus on the issues at hand as he continues with false statements. 

  The facts remain that we would have never known the "faulty workmanship" had it not been for the initial leaks on our roof on June 2, 2024. Our concerns were ignored and not addressed by ***** ********. We did the best we could to seal those 3 areas he worked on initially. At which time we realized the vent on the second bath was not where it needed to be and was not hooked up to the fan. Due to his negligence he owes us for the repairs needed after a major leak occurred on August 2, 2024.

  To address his most recent statements:

  Once again, his "opinions" were not brought forth to either of us concerning our roof pitch until mentioned in a text message on August 2, 2024. 

  Once again, ALL information and documentation was sent to him on 9/19/24 by certified mail, attempted delivery twice refused, with a notice left stating he had until october 8,2024 to claim his mail. I have provided BBB our documents to this case number.

  The insulation from the bathroom ceilings was gathered, bagged, and hauled off by ***** and his son. This is just another instance of him not being truthful and not addressing concerns of the customer. We immediately noticed the loss of warmed air in our bathrooms- it was February. In all of our requests over a 6 week period, he never stated that he could not put insulation above those fans according to manufacturer. We even purchased insulation for the job on 3/13/24.

  Once again- it is our understanding that synthetic underlayment is not the same as ice/water guard as contracted. According to 3 different roofing contractors, there's no ice/water guard on our roof. The "warranty- shield" he submits simply warrants  against "defects" and nothing is stated referring to ice/water guard as required by Ohio Code 1507.17.4.2

  ******* sells both products. According to ********, their ice/water guard is "film peels off for easy installation and handling. Adheres directly..." The picture he submits of our home shows a repair in progress. The black area around him looks like a roll on application. There's no evidence of any ice/water guard sold by ******** such as this that is rolled on application. He has not produced any receipt for ice/water guard as stated.

  Simply put, my husband has the same "issues" I have stated. ***** now claims that he "cannot speak" with my husband, *****, "as he was the one that (we) had dealt with during the building". ***** has not spoken to either of us about "charging $325.00 to reverse the problem". *****'s "issues" are 1) taking our shingles on 2/10/24 and not returning them until 3/25/24. 2)The improper install of our bathrooms fans (which ***** purchased) 3) not responding to our requests to come seal the leaks on 6/2/24 and therefore we had to do it ourselves, best we could. 4) not responding to our requests to come fix our leaking roof on August 2, 2024. 5) *****'s continuing "misinterpretation" of the facts at hand.

  One final note: *** has "a combined 70 years of experience in roofing". Just because they are not "accredited" with the BBB does not take away from the facts.

  In conclusion, the vents ***** installed leaked due to the fact that he dis not seal them and he did not return to correct the problem, as requested by us and stated (in a text) he would, no matter how many times we asked him.

  We are senior citizens. ***** is nearly 70 yrs old, under the care of 4 specialists, and we take care of his 90 yr old mother in our home. 8 months of added stress is very hard on all of us. I am the sole person in this household capable of texting, working a smart phone, with very limited computer skills. We will continue to follow through because we chose this business according to his BBB A+ rating!

  I have all of my handwritten notes, pictures, text messages, and documentation. We will be sending the complete package by USPS to BBB, ASAP. We stand by our statements and documentation as truth.
  
  
  
  Regards,
  
  
  
  ******** *** ****** *****