Complaints

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• Initial Complaint

  Date:11/08/2024

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  Complaint Summary: On 5/24/21 I, Jennifer S*****, signed a contract with James E. B*****, for a roof replacement and inside repairs to my home. The roof was replaced and there was a leak shortly thereafter which was addressed by the employees of 5 Star. I did NOT receive a Certificate of completion.
  
  In Aug. 2024, a leak came into my kitchen ceiling. I called 5 Star Roofing and explained the situation. Two workers who spoke very little English came and inspected the roof and chimney. I was told that James would contact me soon. I never heard back and called to find out the results and was told it was the mortar and they are not responsible. However, James could recommend someone to fix it. The man came and did nothing.
  
  I called my homeowners Insurance agent and he came and did a detailed investigation into the origin of the leak. It was determined to be a result of the improper application of the FLASHING to the chimney. New flashing was put over old and in improper order. The agent took photos explained the problem.
  
  I contacted James B***** at 5 Star and explained why the leak occurred. He asked me, "What is wrong with you?", which was quite rude and told me to send him the photos.
  
  I have NOT heard back and have made numerous unsuccessful calls to communicate for a resolution, which would be to reapply the flashing and cover over the leak stain on the kitchen ceiling without being charged. In consideration of the facts: 1. he was paid the amount on the contract and the flashing was applied improperly, 2. I did not receive a certificate of completion for the rood, and 3. the most important, he IS NOT a licensed contractor.
  
  Thank you for taking this complaint and filing it on my behalf.
  
  Photos will follow in forwarded email to above address.
  
  Sincerely,
  Jennifer S*****

  Business Response

  Date: 11/16/2024

  We inspected the chimney and found missing mortar and a hole in the chimney going inside the house. We water tested the flashing and the shingles and nothing leaked. I personally found her a professional brick mason and he agreed it needed repair or replacement. When he gave her the quote she said she couldn’t afford it and would have insurance to pay for it. When I spoke to the insurance adjuster he agreed that he is not a roofing professional and did not inspect the top of the chimney where the wide open hole is going straight into the ceiling. Please see photo

  Thank you,

  James B*****

   

  Customer Answer

  Date: 11/18/2024

  I am rejecting this response because:  I have sent photos of flashing and the photos indicate that the leak is in the flashing.  Also, in regards to:  "We water tested the flashing and the shingles and nothing leaked. "  I have no record of that occurring. Yes, the one and only time the representatives of 5Star came...they inspected the chimney for mortar ONLY.  It is obvious that the leak is from the sloppy flashing application.  Re:  sending the mortar person:  He did not even look at the chimney.  Just spoke with me that he was ill and drove away never to hear from him again, however, that is irrelevant to this issue.  Thanks for continuing to support this issue.  

  Sincerely,
  Jennifer S*****

  Business Response

  Date: 11/26/2024

  Again, we checked the entire chimney, not just the mortar. We actually had no reason to check it until we checked the wood underneath and found that it has never been wet at all. We are glad to meet any professional there to prove this case. We never let anyone’s roof leak. Flashing is the easiest thing to fix on a roof. Unfortunately her chimney top has a huge hole in it. We hired a brick mason professional and these are his words:

  Rick C*****,  Professional Licensed Brick Mason
  ”The leak in Jennifer S*****s of **** ******** *** ******* SC, is definitely coming from the huge hole in the top of the chimney. I gave her a quote to repair this and she said 5 Star should pay for it. This was damaged and broken from a storm recently. Let me know if I can be of any assistance.

   Thanks

  Rick C***** 

  Customer Answer

  Date: 12/02/2024

  In response to the previous communication from 5 Star Rooding and Richard C*****:

  A. Mr. C***** did not even investigate the chimney FLASHING!!!!  He drove up spoke with me and departed my property.

  B.  Please review the photos of the FLASHING that were taken and inspected by homeowners insurance agent.  New flashing was applied over OLD chipped flashing and there was buckling in both applications causing a slivered opening where the water came through and underneath the shingles.  A detailed inspection was performed by the insurance agent showing this in the photos!!!

  Thank you for considering this information.  

  PS. A water test was not performed and they were unable to check the wood underneath either.

  Jennifer S*****