Complaints

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• Initial Complaint

  Date:06/13/2023

  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.

  C&R Roofing LLC was contracted to remove existing roof, inspect/repair decking, install insulation board, install TPO roofing via glue down method with heat welded seams. Seal all penetrations, install new metal dredges and seal chimney base/roof. Warranty 5 year labor and 10 years manufacturers. Cost $10,840. Contract dated 7-11-17. Installed 9-8-17. Pymt via check Ruth V******, C&R owner, vs C&R Roofing, at her employee's request. No roof leaks prior to install. On 9-11-17 & 10-8-17, multiple leaks found in living room (LR). Contacted C&R and they indicated they would send the installer for repairs. I asked for my LR ceiling to be repaired at C&R expense. A C&R roofer came approx 3 weeks after repeated unreturned calls & sprayed Kilz on LR ceiling but did not make repairs. On 11-17-17, I arranged for a professional painter to repair and paint my damaged ceiling at my cost. On 12-21-17 2 more leaks appeared in LR. Before any C&R repairs made, I had 3 more leaks. On 2-13-18, another leak appeared in front of LR fireplace. Again, C&R Roofing came out to make yet another repair, On 9-26-18 yet another leak appeared in the living room. On 10-6-18, C&R sent a repairman who said he fixed the leak. On 2-25-19, 3 more leaks appeared in the LR & someone from C&R came out and said leak was fixed. On 12-31-19, leaks started appearing in a guest bedroom (GB). On 1-10-20, a repairman came and indicated the leak was caused by metal stripping around the top of the roof that C&R installed. On 2-6-20, after a rain, I walked into the GB in which repairs had been made to the sound of dripping water. Each leak incident was reported to C&R promptly. On 2-11-20, I sent documentation of the numerous leaks and issues to C&R via registered mail. No response from C&R.
  On 3-2-20, I could hear water dripping in the ceiling in a previously "repaired"
  bedroom. On 3-11-20, Ruth V******, indicated she was sending someone to look at
  the roof. Mike H and Ben came and walked the roof. I was told they would
  discuss with Ruth V******. As of 4-12-20, I had not been contacted by C&R on their findings. I did discover more leaks in the Living Room.
  On 5-12-20,I contacted Ms V****** and was told my problems were put on the back
  burner due to the 4-12-20 tornado. On 5-14-20, C&R prepared a repair ticket and
  charged me $375 because they called yet more bad workmanship "tornado damage".
  Very fishy that Ms V****** requested I make the check out to Ben Brown and
  indicated that she did not want to run the payment through her business account.
  I absolutely made the check out to C&R Roofing. On 5-16-20, 3 men
  from C&R put a 10' x 10'piece of roofing in front of chimney. and indicated
  they sealed the back side of the chimney which should have been done when the
  roof was installed as part of the contract. New leaks on 12-7-22 were attributed by Ms V****** to chimney condensation of which they provided no proof. C&R Roofing never took ownership of any of the issues with my roof. On 12-11-22, my LR ceiling started drooping. On 2-13-22, C&R sent Matt to put a tarp on the roof. He indicated part of the roof needed to be replaced. Of course was told this was due to storm damage. Contacted my insurance company. The claims adjuster found their was no storm damage. He indicated bad workmanship was an issue with the roof. I had to pay for the tarp removal so the adjuster could process the claim. On 12-15-22, Ms V****** now placed blame on standing water. They installed roof and are now blaming the roof for the issues. Matt said he would fix for $1200 + tape cost outside warranty. Roof was not installed properly. Ms V****** also indicated I needed a contractor to build up the roof. They would provide this service for an additional fee. I have since had to have my roof replaced at a major cost to myself. I have had no issues with the new roof. I strongly believe I should be reimbursed for the roof installed by C&R.

  

  Business Response

  Date: 06/17/2023

  6/17/2023

  I have had my men over to Mrs ******, any time she has needed us. My guys have all said this was a low place in the flat section of the roof. We don't rebuild the top of a home. We just roof it. The decking was good howeve the sag in the roof was causing the TPO rubber to come lose after so many stormes. The last I heard from Mrs. ****** was last year when Matt was there telling me he could fix this one section of roofing for I beleive the total was 1,200.00 to build that section up so water could drain off roof. I told ****** how much it would cost and she said she was going to talk to a carpenter about doing the work. She never called me back..... That roof did not have to be replaced. I have not contacted her back because I can't tell people what they can do with their Roofs or Homes. 

  When we do a roof we try to do a great job on their roofs for all our customers. I don't have any controll over homes and roofs settling over periods of time and years of saging. There are times you have to take other measures to fix the problem such as  structural help witch we don't do unless we see it when we begain a job. Years went by before water came in that area and the roofs wasn't like that when we roofed her home 7/11/15 or 7/11/17. No amount of new roofing materials will fix such a problem. If the new roofers did not fix that low area, roof will leak again.  I think ****** was talked into a new roof by the other roofer. She should have checked back with me before she paid out all that money to get a new roof. (BIG WASTE  MOMEY) I could have helped her some before she let other roofers tare off her roof we installed. I can not do anything how. 

  Ruth V******* ***** ** * ** ******* *** ********  *** *** ****

  Customer Answer

  Date: 06/26/2023

  
  
  Complaint: ********
  
  I am rejecting this response because:

  Mrs. V****** did indeed keep sending her employees out to fix the numerous leaks, but the leaks kept happening. The leaks started almost immediately after installation and completion on 9-7-17 and 9-8-17.   My warranty should start at the date of completion.  Mrs. V****** has the warranty starting on 7-17-17 but thiat is wrong.  That is the date I received the quote.   Mrs. V****** keeps talking about a “low spot” on my roof that needed to be built up.  First, why didn’t she tell me about this needed “build up” of a “low spot” before installing the roof?  She blames the roof issues on a low spot after they installed the roof. Why did they not stop the installation and inform me of their concern?  Second, my roof prior to the roof C&R installed was replaced because of age. I never had any leaks with that roof.  Third, my new roof that I had to have installed, at a financial hardship to myself, did not require any roof build up. The new roofing company did have to replace 3 rotted pieces of plywood under the roof C&R installed.   My current roof was installed in late March, and I have had zero leaks or issues.  When Mrs. V****** indicated I needed to have a portion of the roof built up, she indicated they could do the work for approximately $1200 plus tape/glue costs.   Mrs.V****** also said that storms caused my issues.  My roof was under warranty when all these problems arose.  A new roof should withstand heavy rain.  Because she indicated storms were the issue, I filed a claim with my insurance agent.  The roof was about 5 years old then.  The adjuster included poor workmanship as a cause and indicated my issues were not related to storm damage.  The roof absolutely had to be replaced as my ceilings were sagging and damaged from the leaks.   Mrs. V****** charged me $375 on 5-14-20 for an extra roof patch before I hired the other roofing contractor.  This should have been another warranty repair.  She, through her employee, asked that I make the roof patch check out to the person performing the work as she didn’t want to run it through her business account.  The check was made out to C&R Roofing.  No one pressured me to install the new roof.  C&R’s work was substandard. In my opinion, they do not stand behind their work.

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