Complaints

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• Initial Complaint

  Date:12/14/2022

  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.

  On 10/26/22 I had the local roofing people come look at my roof to see why it had sprung a leak. They informed me it was coming from the valley and it looked like there wasn't any waterproofing put down under shingles. Then they put a tarp on the roof because it was going to rain all that weekend. At this point they are writing up a estimate on how much it would be to get it fixed and it dawned on me that I may still be under warranty with the roofing company as my one year new build warranty had just ran out. And low and behold I was still under warranty with southern roofing until December 2022. At this point I was trying to make an appointment with sourthern roofing and I had let them know that I had someone come take a look and out up a tarp as to not cause more damage and at this point they very rudely informed me that my warranty was now null and void simply for trying to be proactive. $2099 dollars later and come to find out the waterproof barrier wasn't installed up to state code. The barrier would be at least 36in in the valleys and was maybe half that installed as show in photos. I tried reaching out to southern roofing multiple times and even gave a bad google review and I have received 0 response from them . And As of now I have 6 other people in my community who are coming across the same issue. Roof not built up to state mandated codes... I've already contacted D.R. Horton as well and will be reaching out to Mr. Paxton next.

  Business Response

  Date: 02/08/2023

  Business Response /* (1000, 7, 2022/12/30) */
  We appreciate the opportunity to respond to the complaint. After researching the information submitted by the homeowner it became clear that the home was still under our workmanship warranty. Unfortunately, she had another roofing company perform a temporary repair prior to notifying us. Anytime another roofing company does any work on our roof during the warranty period it voids the workmanship warranty.
  
  The roofing company that performed the repair advised the homeowner that the valley membrane we used did not meet state code. We reached out to the company that manufactures the product and had their design engineer assess whether the claim was correct. The manufacturer issued a letter on company letterhead to us stating that the material that was used met all required codes. We have attached the letter for your review. The code reads:
  R905.2.8.2 Valleys
  
  Valley linings shall be installed in accordance with the manufacturer's installation instructions before applying shingles. Valley linings of the following types shall be permitted:
  1. For open valleys (valley lining exposed) lined with metal, the valley lining shall be at least 24 inches (610 mm) wide and of any of the corrosion-resistant metals in Table R905.2.8.2.
  2. For open valleys, valley lining of two plies of mineral surfaced roll roofing, complying with ASTM D 3909 or ASTM D 6380 Class M, shall be permitted. The bottom layer shall be 18 inches (457 mm) and the top layer a minimum of 36 inches (914 mm) wide.
  3. For closed valleys (valley covered with shingles), valley lining of one ply of smooth roll roofing complying with ASTM D 6380 and at least 36 inches wide (914 mm) or valley lining as described in Item 1 or 2 above shall be permitted. Self-adhering polymer modified bitumen underlayment complying with ASTM D 1970 shall be permitted in lieu of the lining material.
  
  At this time given we have provided evidence from the manufacturer that the material was correct, and we ask that this complaint be removed.
  
  
  Consumer Response /* (3000, 9, 2023/01/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  To clarify I only had the roofing company put a tarp up after I was told the warranty was null and void for having them look at it. They looked at it and told me the quote and I decided to see if it was still under warranty and it was.
  
  Not before!
  
  And the roofing company as well as a witness can confirm that is what happend.
  
  
  Also the valley lining material may have been accurate however it did not measure to be 36 inches.
  
  Clearly there was a miscommunication and if we are being honest laying a tarp on the roof I'm not a repair of any kind. It still leaked all weekend with the storms.
  
  One would think y'all would take more accountability for poor workmanship, your website claims to have customer service as top priority and I was treated with extreme disrespect.
  
  I'm 26 and this is my first home and at 1.5 years old no roof should leak that soon, I am now under financial distress due to y'all's choice to not uphold the warranty.
  
  
  Business Response /* (4000, 14, 2023/01/24) */
  After talking with my service manager she has given me a written account of what happened. The following took place:
  
  The homeowner at **** ***** Ms. *********, called the service department on 10/26/2022 to make an appointment for a leak that she had in her garage and spoke to Clarissa. Ms. ********* asked at that time if she was under warranty. Ms. ********* was told that she still had a couple of months left under her workmanship warranty. Clarissa did not know at the time that this home had solar panels installed on the front slope and over her garage which would have voided her warranty in this area. Clarissa set the appointment for 10/31/2022 which was our first available. Ms. ********* was upset that we could not get her taken care of any earlier.
  
  Ms. ********* called later that same day and spoke to Missy. Ms. ********* told Missy that she could not wait until her appointment on the 31st and called another roofer. Ms. ********* said that she had an invoice for +/-$2000 for her repairs and wanted to know who she could send it to for payment because we had not installed the valley correctly. The call was then passed to me.
  
  When I took the call, Ms. ********* again said that she could not wait for her appointment on the 31st so she hired her own roofer. The roofer told her that the valley was not installed properly and that she wanted to be reimbursed $2000 for the repairs. I informed her that we could not pay her invoice as we were not given the opportunity to look at or repair her roof prior to any repairs being made by this other company, and her warranty was now void due to having another roofing company making repairs. I then asked for her address and she shouted "NO" and hung up the phone.
  
  Approximately 5 minutes later, Ms. ********* called back and spoke to Yahaira. She said that we were (expletive) rude and (expletive) snotty and then asked for her roofing material information.
  
  The roof warranty was voided for 2 reasons: (1) another roofer performed repairs on the roof (2) solar panels were installed on the same slope that was leaking. We void the workmanship warranty on all slopes where solar panels are installed because the integrity of the roofing envelope is compromised during the solar panel installation. Additionally, the homeowner claims that we used an inadequate material in the valley. This claim is inaccurate. The requirement for valley lining per the building code is as follows: R905.2.8.2 Valleys -For closed valleys (valley covered with shingles), valley lining of one ply of smooth roll roofing complying with ASTM D 6380 and at least 36 inches wide (914 mm) or valley lining as described in Item 1 or 2 above shall be permitted. Self-adhering polymer modified bitumen underlayment complying with ASTM D 1970 shall be permitted in lieu of the lining material. The material that was used met the above criteria as it is 36" in width. The homeowner seems to think that the material had to extend 36" on each side from the center of the valley, but that is not what the code requires. It simply requires the product to be 36" wide, which would mean it would extend 18" on each side of the center of the valley. We have already uploaded a letter from the manufacturer that states their product meets all local building requirements, so I believe this should put the material in question to rest.
  
  It is unfortunate that the homeowner grossly overpaid for a fairly simple repair, but that was her choice to do so. She wanted the repair to get done quicker, and she made the choice to void her warranty by doing that, as well as installing solar panels on her roof. I would ask that the BBB review these comments and ask the homeowner to withdraw her complaint. Thank you.