Complaints

This profile includes complaints for Expert Roofing and Siding LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Expert Roofing and Siding LLC

  712 Powers St Unit B Eugene, OR 97402-5572

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  Expert Roofing and Siding LLC

  PO Box 25212 Eugene, OR 97402-0447

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:02/17/2025

  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.

  10-11-24 I signed contract for a new membrane roof. Work started 11-7 and 11-8-24 Paid $10,800.00 first installment. I have not paid remaining invoice.I was concerned regarding the weather and the fascia boards being exposed, sales **** texted back 11-8-24 at 8:42 a.m. "It is all pre primed and won't rot in the rain so no need to rush to paint it. It's protected". This was not true, this is negligent misrepresentation. And now I believe it will not be possible to paint because the length of the time and condition the wood has been exposed.The saw blade that was used to cut the fascia boards left the boards uneven and splintered, leaving a portal for water and moisture. Potentially leading to warping, cracking and rot over time significantly impacting their structural integrity and stability. The boards are so close together without caulking that there is no circulation. The painter was unable to paint due to the moisture in the wood and the air. **** has guidelines for the proper use of saw blades, it is considered a violation of safety standards. Also negligence of the men continuing to use the wrong blade.I went to the *** to mediate but Expert Roofing said there was no problem and stopped mediation on the 11-10-25.There is no advertising problems.

  Business Response

  Date: 02/18/2025

  Customer Complaint:
  We have made every effort to address the issues raised by the customer and have repeatedly sought to find a resolution. However, despite our efforts, no agreement has been reached. To facilitate a fair and impartial resolution, months ago on November 27th, 2024, we proposed voluntary mediation through the ****************************** (CCB). This is a standard approach in cases of disputes between homeowners and contractors. ************* provides the opportunity for an on-site inspection or a phone based discussion to address concerns directly. We firmly believe this process would have been more productive than continued back-and-forth communication without resolution,which is what seems to be happening here. The customer declined to participate in voluntary mediation, even after we provided her with the necessary forms.
  
  The customer has already filed a complaint with another agency, and we did not interfere with that process.However, due to a lack of significant progress, the agency requested us to provide a final response to the customer, which we have done. We are willing to submit another response here, though we do not believe it will resolve the issue, as the customer has not engaged with any of our offers and instead continues to file complaints with multiple agencies. We have already submitted all relevant documentation, including text messages and project photos, to the other agency. We will attach the same information here. Below is a summary of our response that we have already previously provided.
  
  Contract Scope of Work:
  We have completed all work according to the scope of work in our contract. It is standard industry practice not to prime or paint raw wood or the cut ends of wood unless
  explicitly stated in the contract. Our contract does not specify the use of pre-primed or painted wood. While we typically use pre-primed wood for fascia boards when available, we do not prime the cut ends, as priming and painting fall outside the scope of our contract. The sales representative may have inadvertently miscommunicated during the project, but this was not an intentional act of fraud or misrepresentation, and did not occur prior to signing the contract or misrepresenting the scope of work to be done. In addition, the sales representative referred to the fascia board, not all wood on the entire project. Although we can see where the confusion may have come in, the fascia wood was being discussed.  Accurate information was provided by the production manager, who oversees the work. Any miscommunication could have been avoided by consulting with the production manager with any questions regarding the work being performed.
  
  Additionally,pre-primed wood was not used on the tongue-and-groove sections of the project. This is because tongue-and-groove often serves as the homeowners actual ceiling and may require staining on the interior rather than painting. For this reason,pre-primed wood is neither used in tongue-and-groove applications, nor is it available.
  
  In reference to the integrity of the wood, the Oregon Building Code Division has confirmed that the work completed meets code requirements, which the customer has previously stated that she is in agreement with. While the customer believes untreated wood will be damaged immediately, industry standards and our experience indicate otherwise. According to the customers own research,the wood needs treated or without treatment will not last longer than 2 years. The wood will remain in acceptable condition until it can be painted or primed during drier weather.
  
  The customer raised concerns about uneven boards. As previously explained, some variation is common when new wood is placed next to older, existing wood, particularly in cases of extensive dry rot or damage. While we strive to minimize these differences, they may remain visible until painted, at which point they will be less noticeable. Our crew replaces saw blades regularly, used the proper tools,and completed the work according to standard industry practices and specifications. Due to the significant and extensive damage and dry rot on the customers home, achieving a precise match when fitting the replacement wood proved difficult if not impossible. *Pictures for reference

  The claim of a breach of contract due to a mess during construction is unfounded. As stated in the contract: "When the work is done, we will remove all tools, equipment, surplus materials, material scraps, and job debris from your property." Upon completing the project,our team ensured that the grounds were cleaned up appropriately.
  
  Our goal is to bring this matter to a resolution. We believe that any further work we perform will not meet the customers expectations. Therefore, as we have consistently addressed all concerns, we extended an offer of a discount of $1,680 on her remaining outstanding invoice of $12,911.60, to which she has not responded. We maintain that our resolution offer is fair and reasonable, and we remain willing to honor our offer of the previous discount to cover the cost of the painting estimate she provided.
  
  Given the recent BBB complaint and the 30-day notice of intent to file a complaint with the *** received from the customer,we want to confirm that any discount offered is in full settlement of all claims, including a claim with the CCB.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22953369
  
  I am rejecting this response because:  Again regarding the sales rep. ********* that ALL wood is pre primed.  This is a breach of ethics. Ethics violation is something that is spoken that violates a company's documented code of ethics, mission, vision,values and culture. An act of misrepresentation is a legal term for when someone unintentionally provides inaccurate or misleading information.  It can also be called negligent misrepresentation.  When someone fails to exercise reasonable care to provide accurate information. The remedy is rescission or cancellation of contract. Contractual interpretation.  It provides that, when a promise or agreement is ambiguous, the preferred meaning should be the one that works against the interests of the party that provided the wording.  Oregon Law  ORS 42.260.

  Code of Standards:

  According to Oregon OSHA, using the wrong saw blade for the material being cut on a construction side is considered a violation of safety standards.  OSHA ******** Always use the proper blade for the job, maintain a sharp blade.

  Material compatibility : Always use a saw blade designed specifically for the type of material you are cutting.

  Potential Hazards of Using the Wrong Saw Blade:

  Poor Cut Quality:  Using the wrong blade can result in uneven, inaccurate cuts, potentially to rework and further hazards.

  The box I found and took a picture of is not the recommended saw to be used.  A circular saw, a miter saw, or a table saw is recommended.  The saw you used was a reciprocating saw.  They are for heavy duty demolition, cutting through studs, nails and pipes.  Reciprocating saw is powerful and difficult to control precisely, they vibrate.  You should not use a reciprocating saw when you need to make precise, clean cuts, the wood could be easily damaged by the saws aggressive action.

  When encountering a problem with wood during construction, employees should: Immediately stop work, assess the issue to determine the cause, report the problem to their supervisor, and follow their instructions or now to address the issue.

  Identify the problem:  uneven cuts, splitting, improper cuts

  Stop work: If wood is compromised this could lead to structural instability.

  Report:  Inform Supervisor

  This is willful negligence.  When someone intentionally ignores  their legal responsibilities, despite knowing what those duties are.  This deliberate failure to act is considered a violation of the legal obligation.

  Wood absorbs moisture, potentially leading to warping, cracking and even rotting over time and significantly impacting their structural l integrity and stability.  Prolonged wet conditions can encourage fungal growth leading to rot and decay within the wood.  It reduces strength and becomes more susceptible to damage.  There also is no circulation between the boards, no caulking.  It cannot be painted as of yet due to the wetness and moisture in the air.

  Debris:  OSHA **********   Keep Site Clean

  General safety and health provisions Division 3, subdivision C 1926.25

  Scrap and debris must be removed at regular intervals during the course of construction.  Garbage and other waste must be disposed of at frequent, regular intervals.  Your debris was left overnight.

  No Toilets were offered to the working crew:  ******************* 3, subdivision D 1926.51

  The dripping noise from around the chimney hasn't been resolved.  No water seen however.  

  They did not notify me that they damaged the raingutter and downspout.  I had to complain to get results.

  They disconnected the sump pump and did not reconnect it.

  Expert Roofing was careless, broke multiple codes, breached the contract and neglectful.

   

   

   

   

   

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