Complaint Category: Repairs resulted in additional damage
Complaint: Company installed substandard roofing which failed during times of heavy rain periods. Multiple visits to the house resulted in no resolution.
Central Florida Roofing **** *****
4600 Old Lucerne Park Road *********************
Winter Haven, Florida Lakeland, Fl XXXXX
July 18, 2013
I wish to bring to your attention my displeasure concerning roofing work repeatedly being needed on my nine year old ************* home in the Summerfield community of Lakeland.
Since our house was first under construction in 2004 and the roof completed we experienced water intrusion down the wall from the second story into our dining room area (pictures available). Each time this occurred someone from CFR would come out, do something on the roof and lead us to believe the problem was corrected.
Each time water leaked in, the walls would get wet, the baseboard would buckle and caulking and repainting would be necessary. On one occasion, a segment of carpet was replaced in that immediate area due to the moisture and mold which set in. If you check your work orders for this address you will note at least 5 visits to this location for the same problem. Over the last two years I have continually asked the repairmen from CFR to install a higher flashing along the wall where the first floor roof meets the second floor wall. I was told that's not the problem, with guttering and other work done instead.
This year just prior to the rainy season we again experienced leaking in the same place. I called **** ******* who came out, placed the necessary flashing, replaced some shingling necessary for the repairs and have waited for the last two months to see if it worked. It did.
In addition to whatever the roof cost was in the original construction I have paid in excess of $4500 over the last 2 years for repairs and fixup inside the house due to water damage.
XX-XX-XXXX Central Florida Roofing $1800
XX-XX-XXXX Central Florida Roofing 1100
XX-XX-XXXX **** ******** Repairs 442
XX-XX-XXXX **** ******* 2250
My contention is that CFR's original install of the roofing was faulty, not capable of accommodating heavy rain periods; and that subsequent attempts to repair the problem ignored the homeowners suggestions and treated the problem with remedies that were unsuccessful, charging me additionally. As mentioned, once the flashing was placed higher on the wall and caulked, the problem disappeared; and for the last two months of constant rain we have had no water intrusion.
I feel CFR should compensate me for the most recent repairs totaling $2250. CFR was paid when the house was constructed, and paid an additional $2900 for work that did not satisfy the problem. I will enclose a copy of the bill from **** ********
At this juncture I do not feel contacting the BBB, Channel 8 On Your Side, writing a Review Online or speaking with an Attorney for satisfaction is necessary. I would be willing to sign a release as part of the agreement once being reimbursed. Should I receive no reply after one week of your receipt of this letter, additional measures may be taken.
Initial Business Response
Consumer affairs department
Better Business Bureau
In response to the summary complaints respectively:
* The roofing was installed in compliance with the Florida building code and was inspected and passed by the governing building official which meets or exceeds industry standards.
* Repairs to the home were completed and lasted past our written warranty. 80 % of are still in place and have resolved *****' issues
CFR LLC's position:
Every element of this roof was installed either meeting or in excess of code requirements and has been inspected and passed by the building official, the remarks ***** is making are slanderous and incorrect.
*****' statement below is incorrect, speculative and without basis on his behalf, there are and were no installation problems.
"Had the roof been properly installed initially, there would have been no need for additional repairs down the line".
*****' second allegation posted below is not CFR's responsibility , We are not the architect and did not design this home, there is no possible way to build this problem out of the design with the roofing materials we were provided with, we did not specify any materials on this job, we were only supplying labor for installation of the materials that the builder provided. The builder was made aware of this problem as well as the current home owner. It should have been brought to the Architect's attention by the owner and the builder.
"Central Florida Roofing are the professionals that would have been able to identify the alleged defects in the design, as they are the installers and experts, not me the consumer. In addition, why would they move forward with installation if in fact, they were fully aware of the alleged defects in the design of the home''. It would seem as if they would have been able to identify such defective and unacceptable work on the designers/contractors behalf".
I told Mr. ***** I would investigate the problem and I sent the original field tech that did the repairs the day after I got his complaint. The field professional I sent originally made repairs. These repairs held up past our one year warranty period.
When Mr. ***** called me we had a heavy work load with all the rains here in Florida and I spoke to Mr. ***** a couple of days before his complaint to ******** ********* I told him I was preparing a response but it may take a week for me to respond. I though this time frame to be reasonable on my behalf since repairs were made by ****** ******* and there was no emergency action needed.
After investigating the complaint I found that work we had performed was not related to the problems he was having with his leaks. The home is nearly 10 years old and has been through several weather events including 3 hurricanes in 2004. There are problems with design of the home that will continually cause ongoing maintenance problems.
Mr. ***** took it upon himself to hire another contractor for repairs, **** ******* on 6-13-2013.
Mr. ***** never contacted CFR to investigate these new leaks. These leaks have nothing to do with the repair work we had done nearly two years ago.
I find Mr. *****'s expectations to be unreasonable and unfounded.
Central Florida Roofing made repairs to areas that were damaged by conditions of the design of the home and gave warranties of one year on the repairs. the repairs were made on X-XX-XXXX and 11-16-2011. We never received any calls from Mr. ***** about these repairs during or after our warranty period.
I have looked at the work **** roofing performed, they added slightly larger flashing on partial areas that we had previously repaired and changed out shingles in this area. They repaired about 20% of the areas that had been repaired by CFR; the repairs **** did will temporarily remedy the situation. Please note that 80% of the work performed is still in good working order.
****** ******* (*****' new contractor) didn't change any the valleys we repaired, the gutter was still in place and all of the work CFR in the rear of the home is undisturbed and still in place and has no reported problems, so Mr. ***** has forgotten 80 % the repairs that CFR made did remedy his leaks but still maintains we never repaired any of the leaks. ***** states, and I repost in *****' words : "I've had a continuous roof repairs made by Central Florida Roofing over the years, yet never resolving any of the leak issues" .
This statement is false and I maintain that this repair that **** ******* did is also only a temporary solution to this area with what I refer to as a "built in maintenance problem" and unless other measures to correct the design of this home are taken it will definitely fail again.
At this point it is up to Mr. ***** to take this information and govern himself accordingly, I can only offer professional corrective action to permanently repair this area but at this point he to has retained **** ******* to take over the maintenance of his property and they now hold any warranties on this home.
CFR LLC XXX-XXX-XXXX
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is an attempt to blame someone else for the poor work and disregard for what the homeowner, me told them was the problem. The fact that they were informed prior to our moving in the house that we noticed leaks into the dining room wall and repeatedly. Each time a heavy rain came we noticed the problem, and it wasn't just after hurricanes or other inclimate weather. Whenever the amount of rainfall in a short period of time was excessive the water height exceeded the height of the low flashing installed by CFR and the water came in.
We have just experienced the greatest rainfall amount perhaps in decades and after the repairs by Goff Roofing, the leaks stopped. That's not a coincidence but a result of correcting the problem by extending the flashing higher than the level of runoff would rise. Its easy to blame others for the problem, like architects, or contractor who provided the materials, but the fact remains: the leak has not reoccurred since the proper work was done....by someone else.
I find it very disheartening to pay for the initial work, pay for subsequent repairs, give no less than 5 opportunities to correct the problem only to be told that its someone elses fault that the problems persisted and I should have given them another opportunity.
What work CFR did on the backside of the house with guttering and downspouts where no obvious problems existed, amounts to rearranging the deckchairs on the Titanic. It accomplished nothing in addressing my major problem.
Its sad to pay this kind of money and receive a faulty initial product only to pay more and still suffer the intrusion of water in your home.
Final Business Response
Dear sir or madame,
I believe Mr. ***** truly believes he is correct, I have given this information to the ******** ******** ***** of which his first complaint was filed, they found overwhelmingly in my favor in this case when I presented them with photos and facts.
Mr ***** states that he has suggested the repairs and ordered and directed the competing contractor to make repairs he designed and ordered, ( his words), I have stated before and will reiterate my position on this case: I stated that ***** made the decision to hire another contractor, ***** did not contact me until after he had work done by another contractor on repairs that were well out of warranty. Approximately 85-90% of the remedial work we did was still in place and working great.
If ***** would have called CFR LLC rather than hiring another contractor I would have likely done the repairs at no charge. I offered ***** a permanent remedy at the time of the first repair that he refused. The repair the competing contractor has made is only a temporary solution and will likely fail in a short period of time.
***** has a roof design that is a continuous maintenance problem and additional remedial work is necessary to insure a permanent solution.
CFR LLC did not design his roof but only provided labor to install the builders provided materials.
CFR LLC has upheld their obligation to *****, made the suggestions for a permanent resolution and ***** has decided to ignore the facts and instead chooses to pursue this matter by attempting to defame me with this agency and anyone who will hear him. He has threatened me with letters of demand and promises that he will not let this go.
Public records of the local building official show that we have installed and completed in excess of 8000 roofs in Polk County with no complaints on record. CFR LLC is a company with an outstanding reputation, we truly tried to help him resolve this problem but he refused our professional advice and has decided to take the opinion of a competing contractor who now carries the warranty on *****' house.
****** ****** CFR LLC
Complaint Resolution: BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.