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:03/08/2023

  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.

  We hired Jesse James Critter Gitters (JJCG) on 8/30/22 to install mesh bat exclusion on our roof. During their inspection of our attic, no bats were found but they said they could install bat prevention. On 1/18/23, we found water staining on our 2nd floor ceiling. Upon inspection by a licensed roofer, they found metal screws placed every 12 inches or so on both sides of each ridge vent holding the mesh with screws. The screws were sitting on top of the mesh therefore not flush to the roof sitting at an angle directly under the ridge vent which allowed water in. JJCG did not inform us the install of this product involved s******* multiple holes in our roof, voiding our roof warranty.We are looking at costly repairs to fix what they did:Removing wire mesh, ridge vents, and caps along all peaks of the roof.Removing and replacing shingles where s**** holes were installed.Installing new shingle vents and caps.Hauling away all roofing job materials.Repairing drywall and painting ceiling.We consulted a general contractor and a technical expert at the National Roofing ***************** who vehemently agreed with the roofer. They explained these screws should NEVER be exposed on an asphalt shingle roof.We paid JJCG $3425.60 on 8/30/22. We paid our roofer $2200 on 2/6/23 to repair what JJCG did, to stop the leaking. We have drywall and painting repair costs upcoming. The company stands behind the Ridge Guard product they installed and said even if there were open holes in the peak of the roof, there is not enough surface area of roof above the peak to gather enough water to even have a substantial visible leak. There were multiple holes placed by this company without informing us the installation of this product involved drilling holes all over our roof and had the potential to void our roof warranty. The risk involved should have been disclosed to us. We have been unable to resolve this with Jesse James Critter Gitters.

  Business Response

  Date: 03/13/2023

  Good morning. We are sorry *************** is having these issues. When she first contacted us we asked if we could come out and look at the situation and if in fact our install caused the leak we would be happy to refund the money. We have been emailing back and forth and I repeatedly have asked to inspect the job and gave her open availability to fit around her schedule. I also asked for photos. We have never been allowed to look at the work nor have we ever been provided of any photos showing even a leak. Her response to each of my emails was simply asking for a refund to which I replied I would if I could look at it and see that we in fact did cause a leak. We installed Ridge Guard to prevent bat intrusion to the manufacturers spec and all of  our technicians are Certified Ridge Guard installers. The only pictures we received were of the roof showing our install which looked exactly like it was supposed to, I reached out to Ridge Guard and got the direct number for the manager and forwarded it to her so she could talk to them about it. But at this point I'm not even sure if there was a leak, since we weren't allowed to look at it and we could not get a photo of it.  

  Customer Answer

  Date: 03/13/2023

  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.
  
  ****************** did offer to inspect his companys work.However, the issue is not that his installers are certified or if the product was installed to their standards. The issue is that this product should not be installed on homes using exposed fasteners per three licensed roofing and building experts. We have submitted a photo of the damaged drywall ceiling. We have a 9-year-old roof which never leaked until 5 months after 100 plus screws were drilled all over our roof without our knowledge. 100 plus potential locations for water to intrude into our home. Had we not seen water staining on our ceiling, we wouldnt have had a reason to call a roofer for an inspection. Companies have a duty of care to their customers to ensure the products they sell are safe. When we shared the photos of this product installed on our roof, the Technical Director at the **************************************** explained to us that exposed fasteners on an asphalt shingle roof are to be avoided because they create potential leak locations. ****************** did give us the contact phone number for the company he purchases the Ridge Guard product from, however we did not do business with that company. To prevent additional damage such as mold, we had our roof repaired by a licensed roofing contractor. We are looking for the owner of the company, *****************, to do the right thing and refund us for the damage they caused which has cost us over $5600 to date. Homeowners doing business with this company,including us, should be forewarned that this product risks the integrity of their roof and potentially voids the warranty.
  
  Regards,
  
  ***********************
  
  
  
  
  

  Business Response

  Date: 03/13/2023

  We have been denied the ability to inspect the problem. We have been denied any photos showing our install caused a leak. When asked if anybody had went in the attic to determine that in fact was where the leak was coming from, we were denied those photos. We have not been given any proof. We install a product that is an industry standard and breaks no building codes, we installed that product in accordance with its manufacturer who can easily be reached and explain why it is installed like that. Our company completely backs our work and have no problem refunding money if we caused a problem. But we will not be bullied into refunding money when we have no proof that a problem even exist and are repeatedly denied a chance to look at it. 

  How hard would it of been for you to allow us to come out and look at it, I was willing to come at anytime to fit your schedule? Or send us pictures from in the attic of where the leak is coming from?

  The last time I emailed you and asked to come out and look or get photos you responded that you were going to seek legal council if we didn't refund your money. We already have and I ask that you please proceed if you deem it necessary.  

  Customer Answer

  Date: 03/17/2023

  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.
  
  We would like to come to a reasonable resolution and this company continues to show it is not interested in listening to our concerns. We were never given notice that installing your bat prevention product included s******* 100+ holes in our roof, causing damage and voiding the warranty. We truly regret working with your company.
  
  Regards,
  
  ***********************