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:11/17/2023

  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.

  Our roof was installed by Canterberry Roofing in 2012. The roof was installed poorly and improperly using staples instead of galvanized nails. ****** Building Code R905.2.5. calls for galvanized nails to be used for installation. ***** Corning, maker of the shingles, installation instructions page 2 also call for galvanized nails and to comply with local building code. The roof shingles are pulling up all over the roof because of the poorly applied staples and the roof is leaking. River Roofing, Klaus Roofing, and Evergreen roofing all inspected the roof and determined that the roof was leaking and failing because of poorly installed staples that are pulling up out of the roof and it needs to be replaced. (uploads 1,2,3). Our family has lived in the house since 2016. When we contacted Canterberry Roofing, we spoke with ***** Canterberry, who was very rude on the phone and when he came to inspect the roof. He was supposed to bring the ***** Corning representative with him, but the ***** Corning person did not come, probably because I asked them to bring something indicating staples were an acceptable way to install ***** Corning shingles, since their instructions call for nails. When ***** Canterberry inspected the roof, he tried to blame everything except their poor installation why the staples are lifting up and pushing up the shingles. First, he decided it must be from improper attic ventilation. He broke our attic access door when he went up to inspect, costing $100 to fix (upload 7). When he went in the attic, he realized there is ample attic ventilation. Next, he decided it must be from ****. This being ******, we get some **** every year, which I kill with zinc **** killer and it turns brown and washes off. Evergreen Roofing mentioned that there is very minimal **** in their inspection (upload 3). ***** Canterberry then decided the roof must be leaking from condensation, even though it only it leaks with hard rain. Photos of roof shingles uploads 4,5,6.

  Business Response

  Date: 11/27/2023

  Waren, Canterberry Roofing, LLC has never had a roofing contract with you, and never will. The roof installed by Canterberry Roofing, LLC has protected the home for over 12 - years. The high staples are called hangers. They just needed to be driven in flush. Back in 2011-2012 staples were still being used. Staples are still being used today. See Every Greens attached proposal. Staples to be used on all over hangs. I believe that River Roofing did not want to try to fix the hangers because of the condition of the roof. The roof in this area is degranulating and scrim of shingles are showing. Roof needs to be re/placed.

  ***** Canterberry only came out to meet with you as a courtesy. He offered to fix the hangers for you. ***** was not blaming anything on anything. He was doing an inspection of the roof area's. Which included the ventilation. ***** did not break your door, it was all ready broke!! You were there! ***** had a witness with him!! You were disrespectful when you called the office, and when you talked with *****.

  You have nothing coming from Canterberry Roofing, LLC

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20885944
  
  I am rejecting this response because:
  

  A quality business will stand behind their work. From his response, Mr. ******************** apparently seems to think the roof his company installed having failed in only 11 years is a good thing. Most roofs last ***** years. Every roofer that came out to inspect our roof stated it had failed because of poorly installed staples, which have pulled out from the shingles. We included 3 attachments from other roofing companies confirming this, but there were several other companies that also inspected and stated that ******************** had done a poor installation, causing the roof to fail. Mr. ******************** never offered to repair or replace the failing roof, as his focus seemed to be looking for reasons other than his company's installation why the roof had failed.

  Mr. ******************** pushed very hard to open the attic access, breaking its sheet rock base, in his rush to prove there was poor attic ventilation, which he then discovered was not the case. There is excellent attic ventilation. The access door was intact and fine beforehand, as it would have caused icy air from the attic to enter our son's bedroom if it had been broken. It cost $100 to repair it after he broke it.

  ****** Building Code, which regulates roofers such as ********************, calls for galvanized nails for roof installation, as do the installation instructions for the ***** Corning shingles. Staples are not acceptable. Staples are only to be used over overhangs, so the nails don't penetrate through to the other open side. In Mr. ********************'s response, he states staples are an acceptable way to install all the shingles on a roof. This seems to indicate either Mr. ******************** is unaware of ****** Building Code and the installation instructions for the shingles his company installs, or perhaps he does not feel the need to follow them.The Evergreen roofing inspection and plan stated galvanized nails would be used for the installation, except for staples being used exclusively for the overhangs. The Evergreen Roofing plan Mr. ******************** mentioned was to code and did not specify using staples for the roof, as Mr. ******************** seems to imply. This is a very unfortunate, very expensive situation for us as the family owning the home, and a company that does not appear to want to accept any responsibility for a prematurely failing roof they installed.
  

  .
  Sincerely,
  
  *************************