Complaintsfor1st Home Improvement

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We got our roof replaced in August, 2022 and around end of 2023, we started having issues with our dryer taking long time so we inspected the attic to find black mold and deterioration of the plywood section that was replaced as part of the roof replacement and vents reattached. We got this vent inspected for repairs by our contractor and were told that the plywood where the ****** is located is moist and soft and that the issue is that the ****** coupling should have been installed by roofers from the outside drop in but has been screwed in from the inside of the attic and hence anyway the moist vent air will keep contacting the wood. Their representative came in once and old that the wood structurally is fine as it does not seem to be the case. We got call from another representative on Jan 18th that he and his boss would like to stop by and take a look at the roof and I have been following up since but not getting any response for the past month!

  

  Business response

  02/21/2024

  Back in 2022 we had inspected the exterior and the roof at ***************** dwelling property.  ************* had a prolong history with the ventilation system issue that caused a damage to his plywood.  At that time we had explained to ************* that the way the ventilation system was installed in his Roof attic was not done properly and that's why he was having these issues.  We made him aware that it's his sole responsibility to repair this issue to avoid future problems especially after we repair his roof.  He agreed with us.  Back in August 2022 we performed the roof repair and changed damaged plywood accrodingly.  Our work was performed in a professional worknahsip and this issue was not related at all to our roof job repair.  For your convenience, I am attaching a photo of the roof showing the damaged plywood that was caused by the ventilation system back dated 08/2022.  

  We received a complaint call from ************* on 02/09/2024 complaining again about the same issue, apparently, he never addressed or repaired this issue at all and now he is facing further damage.  We had sent our production rep to inspect the area and we informed him the same as we did back in 2022.  ************* must repair the ventilation or he will continue facing same issues.  This morning we have attempted to contact ************* and left him a Vm letting him know that we are willing to come back again to inspect the ventillation system and discuss this issue with him.  At this moment, this is the best we can do for this homeowner, honestly, this issue is ***************** sole responsibility to fix it...

   

   

   

   

  Customer response

  02/25/2024

   
  Complaint: 21322972
  
  I am rejecting this response because:

  1. I am attaching the video gif showing how the vent ****** has been wrongly attached from the inside of the attic instead of drop in from top of roof which caused the black mold to build up and total loss of ventilation. 

  2. The plywood issue being noted by roofer is what happened in 15 years as this is the first time the roof ever got replaced since the home was built in ************************************************ the attic caused black mold which was never there before ever and has appeared since replacement of roof by them in August 2022.

  3. The very purpose of the plywood replacement was to also make sure that the venting is now properly attached. If the vent was broken or any other reason, I would have readily paid for. a new vent but I was never notified of the same as no one wants mold in their attic.

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

  

  Business response

  02/27/2024

  Below is our respond to ***************** complaint:

  1.)  We were hired to replace the roof and exterior roofing accessories that are a part of the roofing system.  This included the exhaust caps and soft metals on the roof.  When the soft metals are replaced, they are installed per manufacturer instruction, and we do not replace duct work or ventilation tubing.  Any existing connection that are on the property are reconnected to exterior vent holes as they currently exist.  The issue was caused by said contractor or company that installed the dryer and ventilation system.  We are not an HVAC comapny and are not reponsible for the proper ventilation for existing applciances.  ************* was aware of this issue prior to starting the  roofing work and even when we inspected the property in Jan 2024.  ************* is totally aware from the begining that he is solely responsible for the repair of this issue.  

  2.)  The reason we needed to replace the plywood is due to it being soft and wavy.  In order to comply with state code we are required to inspect and make sure the decking is solid and allows for the roofing nails to securely  fasten to the roof decking.  The softness could have occured from a number of issues ranging from minor leaks in the existing underlayment to improper installation of ventitation system.  Our contract even states that plywood decking will be replaced as needed on the day of construction and was initialed by *************.  We state this in our contract because we cannot pause the job due to decking complications once the shingles are torn off as any delays could result in the property being damaged to incoming weather storms.  

  3.)  The purpose of replacing the plywood was to meet code requirements to properly install the asphalt shingles (attached is a copy of the 2018 IRC codes that we follow), not to correct any improper ventilation or connections.  The duct work and ventilation in question were not connected to the plywood that needed to be replaced to comply with code requirements for a roofing installation.  (See attached photo).  This means the interior ****** and connection were preexisting connections made by whoever installed the dryer unit.  In other words, First Home Improvement **** is not responsible for this issue.

  For your convenience, I am attaching record from the City of Palatine that our work has passed their inspection.

  I hope this clarifies the issue.

   

   

   

   

  Customer response

  03/04/2024

   
  Complaint: 21322972
  
  I am rejecting this response because:

  As stated earlier, the vent was incorrectly reinstalled. A roof has mutiple vents/chimneys projecting out of it and if you remove something like in this case a vent for roof replacement you simply need to put it back together correctly. And if it cannot be done by roofer then don't do it and let the homeowner know to get some professional. I think we are going around a loop here and I have presented photos and evidence on how the vent connection was put back together and we should let consumers be aware of what happened here so that they can make and informed choice and avoid things like black mold in their attic.

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

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