Complaints

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• Initial Complaint

  Date:10/23/2024

  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 February 23, 2020, ********************************* was subcontracted to install a roof and siding on my home. *** ** guaranteed installation and workmanship for ************************************************************* licensing at the time. On 9/24/2024 my tenant informed me that the drywall on a bulkhead in the living room was showing a wet spot and cracking. Plumbing and HVAC inspected and found no leaks from those systems. I contacted ******* ********* of *** on 9/30/24. He responded on 10/2/24. I explained the issue and he said he would inspect. I also requested his insurance information covering him during the installation. He sent me a certificate of liability dated 8/8/2024 with another customers name as Certificate Holder. I contacted the company (Accord, ***************************) who said he was not covered by them during install. On October 9, 2024, ******* inspected and reported to me he that he thought he knew what the problem could be. I asked if he checked all the other issues noted and he said he was concerned with the leak. I agreed but requested he address all issues. He agreed to check. On 10/19/2024, a repair tech arrived. I texted during the repairs. ******* assured me they would repair the problems found. I received 1 before photo. I asked about the damage in the living room. His response: "My company does about 70 roofs a year and I don't have any precedent for a situation like this. I don't know how to answer your questions". He went on to insinuate that someone else may have done the damage since its installation. I do not feel confident that this company will honor its warranty, or do the necessary investigation and repairs that are required. I have given him opportunity to make repairs and investigate. I am asking for his valid insurance info so I can hire a competent company to make necessary investigations and repairs.

  

  Business Response

  Date: 10/29/2024

  I recieved a call nearly 5 years after replacing the roof about a leak. In good faith, I went to inspect the leak, had a technician repair what could have caused the leak. This homeowner called another roofing contractor behind my back beforehand to inspect the roofing work. My position was and is, since she hired another contractor to inspect my work, that other contractor could have caused damaged that led to this leak, thus my warranty is voided. Had the homeowner dealt with me exclusively and not used other contractors to inspect my work, I would not of had any arguments that the issue that was caused by the leak was possibly related to somebody else.

  Customer Answer

  Date: 10/29/2024

  As stated in my original complaint the damage was due to poor workmanship on the part of ******* the warranty is 10 years.  My extended home warranty hired the companies who responded to investigate the issue. The origin of the leak was not know at the time. Once hvac and plumbing were ruled out, *** and the reporting company came to the same conclusion as to the cause of the leak. Vital components were left off of critical areas where the roof and siding come together. *** installed the roof and siding so it was their poor workmanship that caused a slow leak to develop. Since *** refused to do any further investigation as to the full extent of the slow leak over 4 years I am left with potential infrastructure damage that has not been addressed. They were given ample opportunity to investigate fully but did not. It was not out of the kindness of his heart that he sent someone over because he himself sent someone to install a piece of material that was in his words, the cause of the problem. He is attempting to void a warranty that he did not fully exercise from the beginning of this reported problem. He failed to investigate properly to determine if there was anything disturbed by someone else.  At no time did he provide photo or written evidence of an alleged damage done by someone else.  A slow leak by its definition is slow. Why a professional roofer should ask or make a case out of why its just now being found is confusing. I am most concerned about damage that could not be seen. If every homeowner had to hire a company to inspect work done by another company it would void every warranty and there would be no need for one. Several items of concern were found. *** addressed one.  The one which was caused by them during installation in 2020. They showed no photo evidence that they actually inspected the full roof. They offered me no written or visual reports of repair to the items that were found. 
  
   Complaint: 22466463
  
  I am rejecting this response because:
  
  
  Regards,
  
  Magnolia Drew
  
  Report from Roofer Man of ******************

  *********************
   **************
   ********************************
  
  On 9/30/24, a technician went to the customer's location to inspect a roof leak. The customer told the tech that the roof had been replaced about a year ago. After inspecting the roof, the tech found some compromised spots that were leaking and causing damage to the inside of the home. The tech also found that many shingles were not properly installed and were lifting from the roof. In addition, there were many rusted out nails all throughout the roof. 
  Rooterman sent the information about the improper installation to Choice Home Warranty. We recommended that the customer contact the roofing company that did the installation, as it's only been about a year since the roof was installed. 
  Choice sent back an email stating the job would not be covered under Choice Home Warranty.