ComplaintsforC & H Group, Inc

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I am filing this complaint on behalf of my 80 year old mother. C and H was hired to install a new roof on her home. They were negligent in that they put new materials over visibly damaged decking. When cold, wet weather came the roof started to drip moisture and a dark tar-like liquid on the exterior and interior of the house. She has called and written and I have called and emailed and spoken with Mark ***, the owner, and thought we were coming to an arrangement to reroof and repair the damaged areas, but he has not followed through on his commitments which has been his pattern for nearly a year. He is taking advantage of an elderly woman. I am working through you, the BBB, as the final step before I take legal action. I have pictures, emails and other contractor reviews of the situation and their statements to substantiate my claims.

  Business response

  10/26/2021

   Thank you for the opportunity to share.

  
  C&H was hired to install a new roof from a recent hailstorm.  As per contract dated 10-9-2020 states that a new roof will be installed. Our salesman (15 years of experience) did not see or feel any need to replace any decking. We pulled a permit from the City of Longmont to replace the roof.   Our field representative was there during install and determined that there was no need for new decking (no visible damage) so we proceeded to put on a beautiful roof. 

  
  Customer had HVAC replaced a few years earlier and put in a beautiful new system but failed to check vent.  Customer said the HVAC company never went in attic to seal the flue / vent correctly. So sometime during the past few years the flue / vent separated at the base of the HVAC unit blowing all the exhaust into the attic. That exhaust carriers a lot of moisture and blows it start on to the back roof. Once the HVAC company installed the fix correctly, all the moisture problems went away. The customer also has a her kitchen hood over the stove venting directly into the attic on the back side of the roof.   C&H installed additional vents at no charge trying to help vent all the moisture in the attic space created mostly buy the HVAC flue not installed and verified correctly.  We are a roofing company.

  
  C&H has offered to help fix some of the issues.  I do not believe that C&H is at fault, but we want to help. We are extremely short handed right now and have trouble finding employees and that has made it hard to fix the repairs or doing work in general. Our whole office has gone through this crazy COVID and I'm still healing from pneumonia. That is not her fault, the challenge is ours. We have been in business for almost 15 years.  Sure, we make mistakes from time to time, but I don't believe these customers complaints are all ours.  At no time did we ever take advantage of this sweet lady.  I consider her as a friend. 

  
  We look forward to helping all our neighbors get back on their feet and we will help her as well.

  
  Mark

  Customer response

  10/27/2021

   
  Complaint: ********
  
  I am rejecting this response because:C and H replaced the roof nearly a year ago, on October 30, 2020. Due to the company’s negligence in not conducting a full and thorough roof inspection, (by not only inspecting the exterior but also going into the attic and inspecting the interior of the roof 1) prior to replacement they caused damage to the home.  From the pictures I have provided, it is clear that there are issues with the decking.  I’m not a construction expert but when I see a buckled roof with brand new shingles, that raises a red flag.  I know that the individual that initially inspected and quoted the roof replacement, Steve ********, is no longer with the company.
  
  My mother contacted C and H as soon as she saw problems. They have not taken care of the damage.  They’ve tried to put band aids on the roof.  They have stated they would do things like clean off the black dripping mess on the brick, and then those things have never been completed.  I was not involved in these initial requests and negotiations. When I visited my mother at her home in July and saw the state of the roof and the damage to the home and her high level of distress, I stepped in to try and get things resolved.  We have had other contractors come to assess the damage and inform us of what needed to be done to fix the issues.  I thought we were coming to an agreement for what C and H would do to replace and repair the damage as seen in the August 23rd email.  However, Mark Lee has not replied to any of my emails or phone messages since that time. 
  
  Again, it’s been a year and there have been MANY promises to replace and repair but NOTHING has been done.  I can’t get him to commit to a timeline to do the work he outlined in his email on August 23rd because he refuses to respond to my emails and phone messages.  The roof needs to be fixed before winter weather sets in.  He needs to honor his commitments to his customers or refund the amount paid so that we can hire a reputable roofing company to replace her roof and repair the damage to her home. 
  
  1
  https://experthomereport.com/do-roofers-need-to-come-inside-what-you-should-know/
  Do roofers need to come inside? Any professional roofing company with an emphasis on quality services will need to come inside to perform a complete roof inspection. Without inspecting the interior of your roof, you could miss critical warning signs of water leaks and damage.
  
  
  Sincerely,
  
  ******** ************

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