ComplaintsforCollins Roofing, Inc.

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 22th 2022 I reached out to ***** Collins from Collins Roofing who was referred to me by a friend. I was considering repairing or replacing my 24-year-old roof. Although I had no actual water leaking into the house, I saw water stains in the sheetrock ceiling in my garage as well as in the windowsill of my dining room which was covered by the same area of the roof. I assumed at some point water got in, maybe due to a storm, but I didn’t know if it was ongoing. , I received a quote for $9,600. This was to repair the area in which ***** thought water was the cause of water coming into the walls. I was very clear that my goal was to stop the leak and buy some time before having to replace the entire roof. I stated that if the roof was beyond repair I would consider purchasing a new roof. In fact ***** gave me a quote for a new roof which was $64,700. By February 8 Collins Roofing found a number of other deficiencies both in the area of concern and other areas around the house. At this point the work went from $9,600 to $14,650. I agreed to pay the sum if it would buy me some time on the leak. I was very clear about that every step of the way. The roof is still leaking and now he is saying the leak is coming from a different area just above where he repaired it, and he will not fix it or give me a refund. he said the roof has too much damage based on discovering the extra leaks with the use of a garden hose. he took my money under false pretenses, and once he found out he couldn’t fix the leak he didn’t give me a refund since he claimed his part was fixed right. I didn’t direct him on which part to fix. I hired him to fix my leak. It is mal practice at a minimum that he didn’t perform a basic garden hose test before quoting me $14,650 to fix my leak. He said he is not interested in repairing or replacing the roof but he still wants to keep my money

  Business response

  06/09/2022

  We originally responded to the client's address and met with his daughter. We advised both her and Mr.*********** that we would not recommend repairs due to the condition and age of the roof. We gave an estimate for a new roof and Mr.*********** decided to repair it anyway. We wrote a quote for the few spots that the daughter showed us on the exterior perimeter of the home, outlining the scope of work to be done and Mr.*********** approved of this quote. While our crew was on scene Mr.***********'s wife came out and pointed out two additional problem areas they were having. This was not in the original quote so we did have to write up another quote to be approved. At no point were we ever shown a leak in the garage (or anywhere), so we wrote the quote outlining a scope of work that reflected typical issues within the area pointed out. Mr.*********** approved this additional cost of $2,900.00. 

  
  A few months later, after heavy rainfall, Mr. *********** reached out to us in a very threatening manner advising we had an issue. We sent our crew out to check their work and ensure it was done properly. Shortly after this time, Mr. *********** reached out to us again to let us know the water was still coming through. I personally came out with the crew took the previous repair apart and ensured the water-tight integrity. We did a water test for 30 minutes by putting a water hose on the spot that was repaired and was unable to make it leak. During this test, we were able to determine that the leak was coming from the upper valley, approximately 12 feet away from the repair done. 

  
  When explaining to Mr.*********** that our repair was correctly done and the leaking area was not within the scope of work performed, he became very irate and told us that "the scope of work was to fix the leak", even though no specific leak was ever pointed out to us. We offered to do the repair, but will not warranty it as there are other areas of the roof that can leak into this area. We still stand by this or we will refund him for that specific area in the amount of $1,450.00

  Business response

  06/23/2022

  Mr. *********** we’re truly sorry you feel this way. 
  
  
  The dates in the 1st response may have been a little off but we were away from the office on vacation when we had to respond to your original complaint. We have all the same emails, proposals and invoices you speak of. However, none of the emails, proposals or invoices in question are for the area in which you now have a leak. The leak you have now was above and beyond the scope of work we were hired to do. We still stand by our original offer to repair this new leak for free but we will not warranty the repair due to the age and condition of the roof. 
  
  The $1,450 comes from the second proposal for $2,900 where we repaired two areas, one of which is the area you believe to still be leaking. We are offering half of the the second proposals price of $1,450. All the other areas that were repaired in the first proposal and one of the areas in the second proposal has not had any reported issues. You did pay us $14,600. ,but that was for multiple areas not just the one your speaking of. We are trying our best to come to a middle ground as the BBB wants us to so we are still offering to 
  
  1. Repair the new leak for free without a warranty. 
  2. Refund Mr. *********** $1,450 
  
  We have truly tried our best to resolve this issue in nicest and fairest way possible with Mr. ***********. 
  
  Hopefully Mr. *********** will meet us on a middle ground and take us up on one of our two offers. If he chooses to decline our two offers please feel free to close this case. 
  
  
  Sincerely,
  
  Collins Roofing Inc.

  Customer response

  06/24/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I only had evidence of a single leak when I hired Collins roofing.  This leak continues to be an issue.  I have been in the attic and have seen where the water is coming through.  It is the same exact area where the work was performed.  I can clearly see the water coming through an area with new plywood and brand new nails missing the beam. I made sure to take pictures while examining the area.  This was the "area of concern"  as described in the proposal dated 1/24/22 in the amount of $9,600  which ultimately was increased to $11,100.  Looking at the 2 proposals, one for $9,600 and the other for $2,900 we can clearly see the scope of the $9,600 proposal was to repair the leak.  It included work to 3 valleys and sealing the perimeter.   The work included in the $2,900 proposal, which was after the fact, is not necessarily in dispute. It is not clear why financial compensation is being offered in this regard.

  There is indeed a second leak approximately 12 feet from the original job.  I now have 2 leaks and my position is the second leak was caused by Collins roofing.  I have photos of the roof taken from the attic at around the same time Collins started their work. These photos were taken as part of my windstorm mitigation application to my insurance carrier.  The second leak was discovered when I couldn't open the door from my garage to the house due to a swell in the door jamb. This was discovered a few days after the completion of the work.  If this was an issue prior to the work performed by Collins Roofing it would have been included in my initial concerns.  It would only make sense while I had access to a roofer.

  The offer to repair my roof without additional cost would have to address both leaks and provide funds to repair the recently damaged sheetrock.  I have concerns since they have not properly repaired the work they were hired to do. I wouldn't consider this without a warrantee since the original work was under warrantee according to Lavinia Collins. Even so, I would need to discuss this with my attorney. If Mr. Collins is not in the practice of issuing warrantees I would expect this to be disclosed prior to him accepting the initial job and subsequent payment.   

  It would be best for Mr. Collins to refund my payment and make a reasonable offer to pay for the damage they caused.  Asking the them to return to the jobsite without a performance guarantee is not realistic.

  See attached photos. 

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

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