ComplaintsforFerris Home Improvements LLC

• Initial Complaint

  12/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We dispute Ferris Home Improvements warranty denial. In October 2018, a tree fell on the roof (see damage photos). The previous owner (***** *********) contracted with Ferris Home Improvements to replace the roof (see invoices). At settlement (June 2021), we were informed the roof had been replaced with no other problems disclosed (see disclosures). The inspector recommended repair with review by a structural engineer to the roof to an area not where the tree fell (see inspection report). We contacted G Fedale (representative **** *****); they too recommended review by a structural engineer. We contacted structural engineer Aaron Siemanowski and two additional roofing companies (Paddy’s Roofing, Siding, and Chimney; Yellowfin Roofing). All said that a large portion of the costs would be to remove and then replace the roof. We contacted Ferris Home Improvements to request a warranty. Verbally they denied the warranty claiming the work performed was due to a tree; the current problem was due to structural problems (see denial). We do not dispute that the prior work was because of a tree; however, we believe that not addressing these problems incurred significant additional costs that could have been avoided. All other contactors told us that the roof should not have been installed with the rafters in this condition. Were the damages identified, significant costs could have been avoided by repairing the rafters while the roof was being replaced. Per Ferris Home Improvements web site, “Ferris Home Improvements are experts in roof leak detection and roof repairs” That implies that they should have at least noticed and disclosed the rafter damage. We believe that our warranty should qualify, to remove the existing roof, repair the structural damages, and replace the roof. We have a schematic from a structural engineer, all we request is the materials and labor that should have been done previously.

  

  Business response

  12/14/2021

  Thank you for the information provided. I take great pride in quality assurance, and no matter how many thousands of customers we serve each year, I appreciate every job as an opportunity to provide great service and we comb through every review as an opportunity to further improve the award-winning customer experience we strive to deliver at every one of our jobs.
  After reviewing your complaint, correspondence between you and our team, several meetings with and updates from our teammates throughout your job, and an additional, final review of the detailed notes we kept throughout the job, Ferris did replace 15 sheets of OSB and sister one rafter in that area of the roof that was damaged by the tree branch. OSB and plywood are two different types of sheathing used as decking on a home, in the areas highlighted in the inspection report provided it is evident that it is the original plywood from when the home was built. The framing issues outlined in the report is the original framing of the home and was not exposed during the installation of the roof.  It would have been the original homeowner’s responsibility to include any structural issues in the discloser provided to you or an inspection report prior to the sale of the home.
  Per the inspection report you provided and pictures in the report; in the areas of concern, the plywood was NOT removed to expose rafters/original structure of the home. When there is a problem with an exposed rafters Ferris Home Improvements would sister the rafter, not replace, as we are not structural engineers. When there is problem with the original structure of the home, we advise the customer to contact a licensed engineer and contractor that specializes in this area, as Patty’s, YellowFin and G. Fedale also advised you to do, as again, we do not work on the original framing/structure of the home.
  This roof was installed 4/2/2019; in the past 2 plus years we are unaware of what the structure of the home was exposed to or conditions. Would you happen to have pictures of the attic prior to the roof being installed; do you know if the conditions of the structure of the home have weakened over the past 2 plus years?
  Ferris stands behind our workmanship warranty and product warranty of materials installed on our home.  Again, we are sorry you are experiencing issue with the purchase of your new home. Ferris is open to accessing the issued outlined in the report to see if we can help in anyway at the cost of the repair. Above everything, thank you for taking the time to reach out—I appreciate your time, your feedback, and your business.
  Wishing you and your family a very Merry Christmas,
  
  
  President & Owner

  Customer response

  12/16/2021

  Hi,

   

  Firstly I wanted to thank Mr. ****** for clarifying some of the details of the situation.  We are still unclear about the nature of the work that was done on the roof. That is what the contractors we worked with told us consistently, was that it would have been hard to not have seen the damage to this part of the rafters.  If this was truly not identified, then what work was done on the roof?  The shingles are new across the entire roof, so I do not understand how this area was missed.  Furthermore, the entrance to the attic is immediately next to where the damage is.  I do not understand how technicians could have simply missed the damages when they would have had to be immediately next to it when accessing the roof.  Thank you for your continued compliance in trying to understand this problem.

   

  Ray Tanzer
  

   

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 16348930

   

   

   

  

  Business response

  12/23/2021

  Mr. ******,

  
  In the inspection report provided, the pictures are highlighting the original structure of the home, not damage. During an install of a roof if the sheathing does not need to be replace do to rot or damage, the rafters will not be exposed which would not reveal the framing issues you are experiencing on your home. At the time of the install, the crew does not access the home, they are able to complete the install of the roof without entering the home. During the initial estimate appointment there is a possibility the consultant accesses the attic, but I cannot say with curtained with the job being competed 4/2/2019.  As stated in the last correspondence, when there is problem with the original structure of the home, we advise the customer to contact a licensed engineer and contractor that specializes in this area.
  Again, Ferris is open to accessing the issued outlined in the report to see if we can help in anyway at the cost of the repair.
  Wishing you and your family a very Merry Christmas,
  
  
  President & Owner

• Initial Complaint

  09/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 20th, I noticed a small leak in the ceiling over my master bedroom door. I called Ferris Home Improvements and scheduled an appointment. They came out and evaluated the roof and said they could seal the part of the roof that was leaking but that the roof was in bad condition and needed to be replaced. Our roof is only 18 years old, and since we just brought our house, I had the house inspected on August 5th. The inspector noted a couple of maintenance items regarding the roof, but not major damage or that it needed to be replaced. My husband and I got the feeling Ferris was trying to upsell us. They refused to warranty the work they performed that day. The tech said it would take two hours, and 30 min later, he was finished and left. I called MOT roofing and they came out the next day to evaluate the roof. They said there was no way we needed to replace the roof. They spotted a few more maintenance items that the Ferris tech missed or just neglected to mention, and said that

  

  Business response

  09/23/2021

  Good morning Mrs. *******,
  
  Thank you very much for your feedback regarding the small roof repair on your home. I am sorry to hear that your experience with us was negative. After reviewing your complaint and a thorough review of the detailed notes we keep throughout every job, I understand ******* was out to your home 8/25/21 and sold you a minor roof repair above your master bathroom to seal loose shingles and damaged shingles, which you agreed to these repairs by signing the contract. Due to the age of your roof the damaged shingles were not able to be replaced. Unfortunately, a warranty is not provided on a roof repair such as this as there are unforeseen conditions out of our control as we did not conduct the original install, which was also noted on the contract you signed. Ferris has the best interest of our customer in mind when providing feedback, it is never our intent to upsell a job that the work is not warranted. After reviewing the detailed notes and pictures that we kept for your job, is it evident that there are a few areas of concerns, but a roof replacement is not warrantied at this time but in the near future.  I understand your frustration and again I am so very sorry. A refund will be issued back to you within the next 3 to 5 business days. Thank you again for bringing these areas of improvement to our attention—we heard you and we took action.

  
  Thank you and have a great day!
  

• Initial Complaint

  06/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When I first signed with Ferris their sales person, Tim told me I could get Corning blue shingles. The day before installation I was emailed to say oops we do not have blue shingles and we can't get them. And it will be another 4 wks before we may even have them but not sure about that. Your sales person should have told you that. Now I have solar panels and they were removed in anticipation of the new roof. Solar panels can only be off for up to 30 days because of the holes left behind. I researched and found blue shingle made by another company. Spoke with Tim and he was going to check if they could get them. They did and finally has installed. I had to have them out again because ridge vents were put on wrong. I asked to get a list of material used and they have refused to share that information with me. This was the worse experience with a company but I'll leave that for your complaint section. I just want a list of materials used and how much.

  

  Business response

  06/07/2021

  Good afternoon Mrs. *******!

  Thank you for your patience through the process, we do wish things had gone a bit differently with scheduling. Unfortunately, with national supply chain issues due to the pandemic, it has been a big adjustment and we are doing our best to manage our materials coming in and out. We have spoken with a few of our employees and used this as a learning opportunity to educate and grow. We are very pleased with the solution of switching manufacturers to get you the blue color that you wanted within the time constraints we were working under. When we finished the installation of your roof in 5/20, you refused to let us do a final inspection. After some conversations we were permitted to come to the property and inspect. We did find some minor issues, which we fixed the next day. You then reported some new issues with your home which were unrelated to the roof. We again tried to come out to look and were denied access to the property. We are more than happy to fix any shortcoming in our workmanship as we stand behind everything that we do. We have sent you your final invoice more than once and are happy to answer any questions about it that you may still have.

  Customer response

  06/07/2021

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  I am trying to get a list of supplies as well as quantities as I  said.  They completely ignored that and in fact addressed nothing in my compliant.  If they are not going to comply then my review should be allowed. This was the worse experience I ever had with a company.  I never complained about a company before but this should not go without others knowing.  
  
  
  Regards,

  Complaint ID: 15533226

   

   

   

  

  Business response

  06/09/2021

  In our reply to your original complaint you had listed a few concerns; one being with the scheduling of the job because we are unable to get the material listed as contracted. With national supply chain issues due to the pandemic it has been very difficult to manage material availability. Second concerned listed was regarding ridge vent not being installed properly. With the refusal of the final inspection on 5/20 we were not able to confirm the concerns.  After some conversations we were permitted to come to the property and inspect to conclude we had a few items that needed to be fixed which was completed 5/26/21. Final concerned listed was the regarding a list of material used which on the final invoice stats IKO Dynasty shingle - Atlantic blue. See attached for items used on the install that was completed 5/21/21. A final balance of $11,350.00 is still owed for this job as all the work has been completed as of 5/26/21.

*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. ↩