Complaints

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• Initial Complaint

  Date:02/13/2023

  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.

  ** 2020 pinnacle roofing replaced my roof and gutters This included replacing all flashing The signed warranty states that any leaks and related incidental damages due to workmanship of Pinnacle roofing professionals,LLC will be fixed at no charge to the homeowner within a 15-year periodIn September 2022 I noticed evidence of water infiltration around the chimney and bees entering the house in another area where there is a gap in the flashing they installed.For the last 5 months Ive tried more than a dozen times to get a satisfactory response from the president **************************** and/or his son *************************** I have obtained estimates to repair the faulty flashing that range from around $3000-6000 I have since noticed another issue with the gutters

  

  Business Response

  Date: 02/25/2023

   

  On or about June of 2020, Pinnacle Roofing Professionals (PRP hereinafter) did in fact install a new roof on the home at the address listed here in the complaint. PRP also installed new gutters. On or about September of 2022, we received a call stating that the roof was leaking. We scheduled one of our staff to go out and assess the alleged leak on September 9th 2022. We sent out a technician who has over 19 years experience with roof installation and 12 years of roof leak investigation experience. When he arrived the homeowner reported that the roof was leaking at the chimney and in the basement. When he asked to inspect the areas where the water was coming into the home, she would not allow access into the home. He inspected the roof and chimney outside the home and found no issues. At that time, he suggested that our chimney masonry technician come out for a 2nd look at the chimney.
  
  On November 12th 2022, we sent our chimney technician to the site address listed herein. Our chimney tech has 30 plus years experience, building,repairing and installing chimney counter flashings. He explained he was there to investigate a leak at the chimney. The owner again stated the chimney was leaking into the basement and when he asked for access to inspect said area, he was again denied access. The owner then began pointing to the chimney flashing, foundation, and other areas outside the home unrelated to said leak or our work. He inspected the chimney and chimney counter flashing and found no issues. He suggested based on the age of the chimney that applying water repellent might be a remedy that the owner could pursue, but there would be no guarantees based on the age of the chimney. We subsequently provided an estimate for that work which was never approved by the owner.  
  
  The owner never reported to seeing an actual roof leak but rather kept referencing moisture and then referred to bees and ants getting in. We left the site and instructed the owner to let us know when you see water coming into the home.

  
  In short, PRP, vehemently objects to owners position the roof or chimney flashing we installed is the cause of the problem for the following reasons:
  
  The homeowner has made it impossible for PRP to investigate said problem to determine if there was any issues with our workmanship. If homeowner has an expert report or other documentation showing that there is a leak or that said leak was caused by the roof or chimney counter flashing, we respectfully request homeowner to disclose all supporting/investigative documentation within 15 days.
  
  Although PRP, installed masonry chimney counter flashings, we advised the owner that we had concerns with the chimney itself and recommended to the homeowner that the chimney be inspected and possibly repaired.
  
  
  Oddly, no signs of water were reported coming through ceiling or other areas despite it being a two-story home. The water likely show itself if leaking through two floors as reported. If there are leaks, the leaks would likely show themselves in the homes interior ceiling or other areas as the water would have to travel through two floors.
  
  The roof contract the owner signed includes a clause regarding problematic Site Conditions. The owners refusal to provide access to investigate the leak falls under the purview of this clause and PRP therefore has no obligation to make any repairs or pay for any such repairs while such conditions exist and until proper access is given so we can properly investigate said leak.
  
  PRP has never been asked to look at any issues related to gutters as we would have gladly assessed and fixed if there were any issues we were given notice.
  
  Having said the above, PRP will continue to stand behind the terms of workmanship warranty. Our Warranty does not include doing repairs without proper investigation and definitive evidence our workmanship is the root of the problem.

   

  Sincerely,

  Customer Answer

  Date: 03/05/2023

   
  Complaint: 19397104
  
  I am rejecting this response because:

  March 6, 2023
  
  
  re:  complaint ID ********, 
  Pinnacle Roofing Professionals LLC 
  
  
  
  
  Complainants Response to Message From Business
  
  
  
  
  Pinnacle Roofing Professionals LLC (***) has not offered any resolution.  *************** to set the record straight and request that they withdraw their false assertion we advised the owner that we had concerns with the chimney itself and recommended to the homeowner that the chimney be inspected and possibly repaired.  *** states in their response that their own ***** reported that he inspected the chimney and counter flashing and found no issues.
  
  
  I am also requesting that *** withdraw the unfounded assertions that there are any problematic Site Conditions.   *** has on three occasions (two unscheduled) accessed my property to inspect the flashing they installed as part of the new roofing job on my house, and I texted them listing several days that they could return anytime. see attached text msg 
  
  
  
  
  On September 7 and 8, **************************************************************************************** someone would call back.  No one called, texted, or tried to contact me.
  
  
  September 9, someone from *** showed up, unannounced at my house.  Since I was home, I allowed him onto my property to inspect the flashing that *** installed as part of the new roof installation two years earlier. 
  He asked to see the inside of the house and I told him that because I rent out rooms in my house, we would have to schedule in advance to make sure everyone knew that a stranger would be coming into their bedrooms and going into their closets.
  I told him that there was nothing to see inside because I had already cleaned ** the mildew in *************** and areas adjacent to the chimney because I cant live with the smell.  I showed him pictures of the areas before and after cleanup. The only visible evidence is the efflorescence pattern on the brick and paint discoloration in the closet.  I asked him if he had a moisture meter and he said he did not, so there was no reason for him to go there.  
  
  
  I pointed out the areas on the outside of the house where I had seen evidence of water infiltration.  Bees were entering the house in one location where the flashing is not tightly sealed where the roof meets the siding. (see picture)  Insects do not colonize sealed, dry walls.
  He told me that he would send someone to seal that up.
  I pointed out that the basement closet with the moisture issue is just below the new flashing between the back of the house and the 1st floor back porch roof.  Since he did not bring a ladder, he did not inspect this.
  I pointed out evidence of water infiltration (discoloration on the brick) around the chimney where *** installed new flashing. (see photo)  
  Also, I pointed out areas where the flashing is not tightly sealed where the roof meets the siding.  (see photo)  
  This is all visible from ground level.  
  The flashing on the back sides of the chimney is not visible from ground level.  
  Since the person showed up without a ladder, he said he would send someone to check it out.
  
  
  September 23 (After nobody contacted me) I called the office and left a message with the receptionist.
  
  
  September 27 I called the office and nobody answered.  I called RO (the project manager) and nobody answered.  Then I called ** (the estimator) cell phone.  
  
  
  ** said he was unaware of any problem and that he would talk to the project manager and work me into the schedule.
  
  
  October 20 I called **.  He said he was nearby and asked to come over.  I agreed.
  He showed up without a ladder, but looked at the areas outside and said he would send someone to fix the issues with the flashing where the bees are entering the house and inspect the flashing along the other parts of the roof that cant be seen from ground level.
  He said he would send the ***** to assess the chimney.
  
  
  November 4, (after nobody contacted me) I texted ** that they could have access inside the house all day and any day the next week.
  November 9 (after no response) I texted ** that they could have access inside the house anytime that Friday or the next Monday or Tuesday. (see attached)
  ** put me in contact with the ***** who scheduled an appointment for Saturday, November 12.  
  
  
  The ***** did not bring a rope or ladder suitable to get to the area behind the chimney.  I let him in through the house.  He took some pictures and said he would give me copies.  He said that he couldnt see any problems with the chimney - he reported that the brick and mortar was all in good shape and he could tell that I had the whole thing repointed not long ago.  He reported that the counter flashing he installed was good. He couldnt see the flashing behind the chimney and didnt assess any flashing installed by the roofers.  He said he would discuss with the others and give me an estimate to spray waterproofing chemicals on the chimney. I have not received any estimate.
  
  
  December 1 (after more than 2 weeks with no response)  I texted ** (see attached text msg 2)
  December 8, ** texted me 6 photos that the ***** had taken, two of which ive already submitted.  There are obvious issues with the flashing.  (see attached)
  
  After two months with no response, on February 3, 2023 I texted ** asking him to please let me know what he planned to do about this.
  
  
  After 10 more days with no response, I filed a complaint with the BBB.
  
  
  I have had a plumbing company come into my house and they could find no leaks in any plumbing or drain pipes.  There is no plumbing on the chimney side of the house.
  
  
  I have had a professional water damage company come into the house with a moisture meter.  They identified two areas with moisture behind the walls.  One area is in the back of a closet on the 2nd floor, below where the chimney enters the roof.  Another is in the basement wall at the back of the house, below the flashing where the back porch roof meets the house at the first floor.
  
  
  Pinnacle roofing has still not ever sent anyone to look at the roof flashing in these areas, despite having been here on three occasions, and despite the fact that I arranged for access on numerous additional days. 
  
  
  I have also attached three estimates for repairing the flashing around the chimney and alongside the house behind the chimney.  None of the chimney inspectors noticed any problems with the chimney brick, mortar or cap.  None of them recommended any repairs other than replacing and sealing defective flashing.  
  
  
  As these issues have continued for an additional 6 months, more evidence of water infiltration through defective flashing has appeared as discolorations on the exterior wall that intersects with the roof under the chimney.  see attached
  I have also seen evidence under the eves on the back porch. (see attached)  *** has never inspected the roof on the back porch but I took some pictures and I would like to know if the vent they installed between the roof and wall is recommended for that application?  Is it installed incorrectly? (see attached)
  
  
  If allowed to continue the damage will progress to include mold growth, more paint damage, Sheetrock and wood deterioration, more insect infestations, vermin inhabitation, with eventual structural damage. 
  Its not odd, but predictable that all of this will likely happen without any observable water dripping from any interior ceiling as the water enters through the faulty flashing into finished walls and soaks the insulation, wood, lathe and plaster, and sheetrock or runs down the brick inside the chimney chase.
  
  I am still willing to give Pinnacle Roofing access if they will promptly (within 7 days) schedule a time for trained personnel with appropriate equipment (rope, harness, ladders, moisture meter, and camera) to perform a proper investigation and repair faulty flashing, gutter and any incidental damage.
  
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/27/2023

  ********************,

  
  With all due respect, resolution to your concern is of the highest priority.
  With that said, we must have access to the inside of the home and the roof which as of today we have not had or been allowed contrary to what has been stated.
  Our estimators, project manager and roofers do in fact carry ladders; for roof inspections or investigations. Ropes and harnesses are not necessary as we first investigate and inspect the areas of concerns starting inside the home. If  we find an issue with our work, we will then schedule repairs with our roof technicians.

  We are a licensed remediation company as well and would like to schedule a time for the project manager and our remediation technician to come out and assess all areas of concern. If you are willing to give ** times and dates that we both can agree on and allow ** full access to all areas of concern; we can move to getting this issues resolved.

   

  Sincerely,

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19397104
  
  I am rejecting this response because:
  Its been more than 6 months since I first reported workmanship issues to Pinnacle Roofing Professionals and they still havent offered any resolution.
  I reached out to them again last week to schedule a time for them to inspect areas of concern starting inside the home since they insist that this is necessary, despite the evidence of their defective workmanship on the exterior of the house.(see photos)
  I hope we can resolve these issues 
  
  
  

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

  

  Business Response

  Date: 04/17/2023

  We investigated the areas the customer has raised and found one area where there is moisture. We do not feel this is related to our workmanship as we only proposed replacing the chimney counter flashing that was there so we could roof around the chimney. We feel the moisture is getting in in another areas. We are working with the customer now and hope to agree to an amicable resolution. 

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19397104
  
  I am rejecting this response because:

  Its been almost three weeks since Pinnacle Roofing had complete access to my property and to the inside of my house to investigate the moisture issues
  They agreed to fix some of the issues with their work but havent contacted me about scheduling 
  
  
  
  I also see the efflorescence pattern on the back side of the chimney that indicates that water infiltration in the bricks starts at the 2nd roof level
  
  They havent provided any photos of the flashing behind the chimney at the 2nd level but I can see from a previous photo that a piece of untreated wood was installed on the side, up against the chimney and siding, along with what looks like aluminum flashing.  These are major issues with the flashing here.
  
  
  Despite this evidence they do not recognize any problems with their workmanship 
  They feel the flashing is not the issue and rather the chimney as a whole is.
  
  
  This is despite the fact that I paid them $2038 for chimney repair when the roof was replaced and they didnt notice any unforeseen damage then 
  
  I asked if they had installation instructions but they responded that they do not 
  
  
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/16/2023

  On April 4^th 2023 the owner gave ** access to inside the home to inspect the areas of concern. Thank you. At said inspection, we found no issues related to PRPs workmanship that would cause the moisture issues complained about.

   

  We did agree to close off an area that the complainant claimed bees were potentially getting into. We also repaired  a small gutter issue. (there were unrelated to the moisture issue complained of). There was another area where the chimney intersects with a roof line (result of poor design; modified at some point by others) where water could potentially wick into the masonry. Our contracts did not include any work to this area but we agree to install a flashing over to prevent water from gaining access to the top of the masonry. We understand the customer feels that we did more work than the contract included but our estimate was only for roof-to-chimney flashing on the roof contract  and masonry chimney counter flashing on the chimney contract.  We pride ourselves in taking care of our customers even when something goes wrong. Here we cannot find anything to correct related to the work we performed to repair. We will continue to stand behind the  terms of our warranty if an issues is found related to our workmanship.

   

   

   

  *****************************************, CEO/President

  NABCEP Certified PV Technical Sales | NRCA PRO Certified Roofing *******

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 19397104
  
  I am rejecting this response because:
  Pinnacle Roofing Professionals (PRP) has not offered any resolution for the major issues.
  It took 7 months between the time I first reported to PRP that moisture was entering the walls of my house until they finally sent someone to inspect their work.
  Over the Fall, Winter, and Spring, while PRP ignored my pleas and dismissed the evidence, the damage progressed to include mold and mildew growth, more insect infestations, Sheetrock deterioration, and paint damage on interior and exterior walls. 
  PRP acknowledges that their estimate was for roof-to-chimney flashing on the roof contract and masonry chimney counter flashing on the chimney contract but cannot admit that there are obvious issues with the flashing that they installed corresponding to moisture infiltration in the walls below.  They say, If there are leaks, the leaks would likely show themselves in the homes interior ceiling and they instructed (me) to let (them) know when (I) see water coming into the house. (see PRP responses)
  After I gave PRP every opportunity to inspect and repair their work, I contracted with another company to repair the issues with the roof and chimney flashing that PRP installed.  The new contractors provided pictures of the areas where water was entering the walls of my house through obvious gaps in the flashings. (see attached)  
  The new contractors sealed these gaps before the next big rainstorm thus stopping water from entering the walls in the closet below.  
  Estimates to repair the flashing and visible damage below this area total over $8000.
  I hope PRP will honor the terms of their warranty and reimburse me for costs to repair their work and the resulting damages.
  ** addition, I learned that the roof-to-wall vent/flashing that PRP installed on my back porch is actually a ridge vent, cut in half.  PRP would not provide any product information, but claims It is a roof-to-wall vent application.
  The manufacturer does not recommended the ridge vent for this application.  While there is no water dripping from the ceiling, excessive moisture has been detected in the wall below.
  PRP states We will continue to stand behind the terms of our warranty if an issues is found related to our workmanship.
  This is an issue with their workmanship.  I have not yet contracted with anyone else to repair this issue so I hope they will step up and honor the terms of their warranty and repair this with the appropriate materials.
  Sincerely,
  
  ***************************