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:04/17/2023

  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.

  **************** Cowan informed me that if he and/or his staff found any old and/or rotten joists or any wood that needed to be replaced or fixed that this company would make the repairs. He informed me that there would be an additional charge, and I agreed for this service. Cowan Roofing installed my shingles during May 2020. The processed started May 25, 2020, and ended on June 19, 2020. After the completion of the project ****** Cowan informed me that during the removal of the old shingles, they noticed an issue. On the lower roof there were three layers of shingles towards the center of the roof where there should have only been one layer. When Cowan Roofing removed the old shingles, replacing the roof with new shingles, they only installed one layer of shingles. This installation has caused us to notice a dip and/or slope in the lower roof. After payment, I reminded ****** Cowan of the conversation that we had before the job started. He informed me that he would come back at a later date. He apologized that I was unhappy with the service. ****** Cowan returned on the 20th or 27th of June and informed me that he wanted look inside of the roof of the porch because he wanted to get an idea of why there was a dip. He then proceeded to remove a portion of the porch ceiling soffit and he cut a hole in the wood so that he could get a better look inside of the celling of the porch. With his flashlight he looked side the roof and could see that there was a board cracked. He then stated that he and his brother and/or brother-in-law could fix the issue. He then reattached the roof and left. ****** Cowan has not returned to my home.

  Customer Answer

  Date: 04/17/2023

  Hello, I am having issues sending this document- its larger than 5MB - is there another way I can send?

  Thank you, 

  ***********************

  

  Business Response

  Date: 06/21/2023

  In regards to a complaint filed by ***********************. File number 2023-02527
  
  
  I personally made the site inspection of Mrs. ****** home on March 18th 2020, but let me tell you a little bit about myself before I continue;
  
  
  - I started in the construction industry in May of **** at the age of 17.
  - I originally obtained my class C BLD license in *****. Around the same time I was also licensed by DHCD as a Residential Building Inspector. 
  In 2014 I obtained my class C *** when I started my business (then Cowan Construction). I have continued to obtain the proper licenses as weve grown over the years and currently hold a class A *** and CIC (rebranded as Cowan Roofing in 2018).
  - I have been on the *************************** for 3 years and have a great care for our community and the people who live in it.
  - I have run a successful business for over 9 years built on the principal of treating our customers right.
  
  
  Back to March 18th 2023;
  
  
  Attached is the original inspection report from march 18th, this was also a living document we would update throughout the project. See highlighted sentence in the Notes section,"Bring 2-4X4x10s to prop up porch roof while we work and see the photo from my March 18th inspection. You can see from the photo the front porch has a noticeable sag to it. 
  On March 18th;
  
  
  - I noticed that 2 structural posts had previously been removed from supporting the roof structure, *************** told me why they removed them but I cant remember what she said now 3 years later. 
  - I felt uncomfortable getting on the roof and was very cautious while completing my inspection. I made the note to bring the 4x4 posts to support the porch while we worked and informed both *************** and her Son of my intention and the reason why.
  
  
  See also my notes on the drawing that I had identified 2 layers of shingles on both lower porch roofs. As well I identified tongue and groove sheathing boards that had sufficient enough gaps to warrant over sheathing the upper roof section with 1/2 CDX plywood. 
  
  
  
  Upon completion of her roof replacement *************** asked if she could keep the 4x4s we used to prop up the porch, I declined but now wish I had let her keep them. *************** started making complaints right away which is why the completion duration of the project was so long, it only took us a few days to replace the roof. I informed *************** not to pay us until she was happy with everything (which is our standard process). I removed a section of her porch ceiling on June 11th with her Son present (see photo) and climbed into the ceiling cavity. What I found was that over the time of having the structural supports removed, the rafters, which are nailed directly to the house and not up to code had dropped and were not really even attached to the house.
  
  
  I offered an estimated cost of somewhere around $1000 give or take to **** up her porch, add the much needed supports under the header and attach the rafters to the house with structural lags. *************** informed me that she knew she needed to get work done to the porch and wanted more done so she would call *********************** Construction as she had some relationship with them. *************** made final payment on June 19th 2020 and I heard no more on the matter.
  
  
  Then on August 6th *************** reached out again.
  Her gutter on the front of the house was not draining properly and although I dont think it was draining properly before we replaced the roof it was my intention to improve the function of her gutters while completing the project (see notes section as well stating ensure gutter is properly hung". When it wasnt working right she called another area company (*****************) and had them quote replacing and repairing the gutters. After having so many issues satisfying *************** the first time I told her we would send her a check so that she could have ***************** fix her gutters and went with there estimate for replacement as apposed to repair to make sure it was done right once and for all. We mailed her a check for $1,280 dated 8-7-2020. She was very happy and thanked me several times. I dont believe any gutter work has been completed over the last three years as the gutters are the same ones she had when we worked on the house.
  
  
  3 years later and here we are again and I would hold the position that Cowan Roofing is without fault and has already been on the borderline of being taken advantage of due to our desire to do whats right to a fault.
  
  
  In direct response to Mrs. ****** allegations;
  
  - This project did not require a building permit per Orange County Building Inspection Department
  - Cowan Roofing did replace any and all damaged or rotten sheathing on this project
  - The dip in the roof was already evident, was know that it was there, was made known by me why it was there and I strongly encouraged *************** to get the structural supports fixed on her porch. Now three years later it has gotten worse, the porch should probably be condemned and at a minimum is a danger to anyone in the immediate vicinity including ****************
  -I supervised the project during construction, I personally ****ed up the porch roof and added the 4x4 temporary supports, my Brother ***** also checked in on the project and we were aware of all findings by our crew during construction. There was really nothing out of the ordinary that wasnt identified during the initial inspection.
  - It clearly states in the contract in section 7 paragraph 4 that existing defective conditions arent covered. Im not one to fall back on the contract because at that point we (Cowan Roofing) has already not succeeded in our mission of being a positive benefit to our customers. I would say though, that it is in our contract because it is a reasonable position that I feel **** would take as well.
  - It has been 3 years since we completed the work and now that shes ready to fix the structural issues with the porch she wants the roof covered by Cowan Roofing.
  
  
  What *************** seems to be after is having us install the new porch roof for free or paying another company to do so.
  We already agreed to come back and reflash the wall for her if she had the structure repaired but she wanted us to agree to perform any and all roofing needs in relation to the porch remodel/repair and I just cant comfortably agree to that.
  
  
  Sincerely,
  
  
  ****** Cowan
  Owner/ Cowan Roofing
  Office: ************
  Direct: ************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 06/26/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

   

  June 26, 2023
  
  To: 
  ********************;
  BBB Serving Central Virginia, Inc. 
  
  From: ***********************
  
  File Number: 
  2023-02527
  
  Subject:
  Response To Business 
  
  Desired Outcome/Settlement
  Remove shingles of lower roofing AKA porch roofing. After porch roofing is fixed and/or replaced (by another company) put shingles on porch roof.
  
  Acceptance:
  I accept and will contact Cowan Roofing when I would like the company to come back to my property and reflash the wall. 
  
  Response:
  I will only respond to the information related to this complaint. Not information stated in Mr. ********************* response that does not pertain to this complaint. 
  
  Regarding the business reply relating to the porch roof structure dip, the business did not inform me of the identified 3 layers of shingles on porch roof prior to repair. This information was unknown before the shingles were removed. 
  
  Per my first complaint, on or about June 18th, when Mr. ******************** returned to my home to receive payment, during our conversation he then informed me of the issues with the rafters ( see first complaint for all questions asked). This information was provided after the shingles were placed on the roof, not prior to placing the new shingles on the roof. 
  
  Per my first complaint, He then stated that he and his brother and/or brother-in-law could fix the issue. He then reattached the roof and left. ****** ******************** has not returned to my home. All information has been provided in first complaint. See complaint for more details. 
  
  Mr. ******************** states in his response, I offered an estimated cost of somewhere around $1000 give or take to **** up her porch, add the much needed supports under the header and attach the rafters to the house with structural lags. This information is a false claim, Mr. ******************** did not provide me an estimated cost of $1,000.00 to make additional repairs. However, had Mr. ******************** returned to my home or contacted me, I would have accepted and agreed to have Cowan Roofing make the additional repairs. 
  
  Mr. ******************** states in his response, The dip in the roof was already evident, was know that it was there, was made known by me why it was there and I strongly encouraged *************** to get the structural supports fixed on her porch. This information is also false in terms of timing of the provided information. I was not made aware of the 3 layers of shingles that were on my lower porch roof until the shingles were removed from the roof. There was no way for myself, nor any member of the public, to see this dip because the shingles, I assume, were covering the problem. The issue was unknown until the shingles were removed. 
  
  Again, as stated above, if I were made aware of the issue my hope was to pay Cowan Roofing an additional fee to repair the issue. See, my complaint, wording stated here: **************** ******************** informed me that if he and/or his staff found any old and/or rotten joists or any wood that needed to be replaced or fixed that this company would make the repairs.
  
  Lastly, Mr. ******************** states in his response, this project did not require a building permit. Per my conversations with Orange ****************** Services, Building & Inspections, a permit was required for the plyboard used during roof repair. If more information is required relating to this statement, please contact ************. A signed letter has been provided to BBB from Orange ****************** Services, Building & Inspections; see letter for more information. 
  
  Mr. ********************* response does not reflect an answer to my complaint, instead it seems to respond to a porch remodel/repair. My complaint does not reference such repair. At this time, it is highly likely the shingles will need to be removed to make repairs as such, my complaint addresses the reasons why I am requesting this desired outcome. 
  
  My complaint is in reference to: Remove shingles of lower roofing AKA porch roofing. After porch roofing is fixed and/or replaced (by another company) put shingles on porch roof.
  
  
  Regards,
  
  ***********************
  
  
  
  

  
  

  

  Business Response

  Date: 06/27/2023

  I just spoke with ********************************* at the ********************** Department (named in letter stating we did not acquire a building permit) and she stated what I already knew to be true, the scope of work did not require a permit and we were fully within compliance of DHCD regulations. I am not going to continue going back and forth when obvious and serious allegations are made and the "facts" provided prove to be untrue.

   

  From the Owner;

  ***************, I am very sorry you are unhappy. It was fully my intention to make you another happy customer and in that we did not succeed. I feel we have extended every reasonable effort to satisfy you but we have to drawl the line somewhere and this is where it is.

  All the Best,

  ****** Cowan

  Customer Answer

  Date: 07/13/2023

  
  

  I am rejecting the business reply. I have submitted three detailed informational responses to Cowan Roofing. All have had the same request, a request that Cowan Roofing has not responded to. See desired outcome/settlement below. 

  Desired Outcome/Settlement

  Remove shingles of lower roofing AKA porch roofing. After porch roofing is fixed and/or replaced (by another company) put shingles on porch roof.

  Based on the latest response, Cowan has chosen to bypass providing a response, to my desired outcome/settlement. At this time, how should we proceed? Should this claim be closed due to lack of agreed outcome and/or settlement?

  
  

  Thank so much, 

  
  

  ***********

  
  

  "Life gives you plenty of time to do whatever you want to do if you stay in the present moment.*************************