Complaints

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• Initial Complaint

  Date:02/07/2025

  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.

  We purchased a new roof from this company in August 2023. Our new roof became moldy which we discovered in January 2025 after one of the homeowners became incredibly sick from toxic mold. Professional remediators came out (the week of January 13th- inspected the attic and began remediating the attic space. The roofing company was notified of the moldy attic space on January 16th. We had to hire an insulation company to professionally remove the contaminated insulation based on the codes in the state of ******, and then we paid them (insulation professionals) to replace all of the insulation that was removed the end of January. The roof was not properly ventilated, which is what led to the mold. The roofers acknowledge this, but they did not tell us that The roof was improperly ventilated AND that we had insulation covering certain vents when they came out to replace the original roof in 2023. We requested that they compensate us for the remediation which included removal of the mold, contaminated insulation, and new insulation installation. They refused and only agreed to pay $7000 when we were requesting $13,000 which is what those three things cost. They said they were not responsible for paying for the removal of the insulation because they could have done that themselves and were not notified thatthis step was happening. However, I notified a member of their company of this situation and they came out weeks before the insulation was removed. Theyare also a roofing company Not an insulation removal or installation company. At no point did their roof roofer say upon inspection that we should pause and let them remove the insulation themselves. The supervisor was not looped in immediately (per him) and so they are refusing to pay for the insulation removal

  

  Business Response

  Date: 02/18/2025

  When we were first contacted to complete this house the customer had informed us of the presents of Mold in the home. We are not certified mold experts. We conducted a visual inspection of the attic but only to determine factors associated to the roof in preparation of a reroof. Again, we are not certified Mold experts so we do not know if there was already the early signs of mold in the attic as the customer had mentioned she was having symptoms of her mold sensitivity. We installed the manufacturer recommended ventilation throughout the attic. Two years later, we receive a call concerning mold being found in the attic and throughout the entire house including the crawlspace and an exterior wall. The mold remediation company had already conducted an inspection of the property months earlier and charged the customer to remediate the other areas of the home. The ************************ failed to inspect the attic at that time. I would have assumed they would have inspected the entire property during their initial inspection but they failed to do so. Once they returned and finally inspected the attic they found mold in the attic. We were alerted to their initial findings and that they would be treating the attic for mold. We have worked with **** remediation companies many times in the past and not once did they remove the insulation from the entire attic space. The homeowner failed to inform us or provide us with a scope of work before accepting the mold remediation companies scope of work. Under Oregon law, we are allowed to conduct our own inspection utilizing our own company to complete repairs. This opportunity was never given to us. We were just presented with the final bill and expected to take care of it. The mold remediation company never determined if the insulation was contaminated with mold. They never presented any test results concerning the insulation having mold. We reimbursed the entire amount of the mold remediation. Since the scope of work which included the extraction of the insulation and reinstallation of insulation was never presented to us before taking place, we were never given the opportunity to inspect the insulation with our own mold experts. We were not given the opportunity to use our own company for the insulation work. We also completed 3 days of extra work to address the original houses ventilation. All of the intake ventilation was blocked off originally when the home was built. This goes against building code. We addressed all of this free of charge.