Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/20/2023

  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.

  March 2022, I contacted The Roofa to re-shingle our roof, make any repairs to the roof and remove 3 skylights, a metal chimney, and make repairs to the openings. The Roofa knowingly installed the wrong size drip edge, leaving a gap between the Aluminum fascia panels. They nailed the fascia panels through the face of each. They install the drip edges with less than 2" over-lap, some less than a 1/2". ************************* wanted us to pay for replacing the fascia panels they ruined by installing the wrong size drip edge, riddling the face of each with nails. When questioned about the drip edge having an overlap less than 2", he responded with we installed them according to the manufactures recommendations. But as to date, he still hasn't provided the manufactures recommendations. They supposedly Haul away debris so that yard is broom clean. Some 3 weeks later, I had a third party haul the debris that was left. No attempt was made to clean up the debris / mess that had fallen inside the home. They showed up several times to fix / replace the aluminum fascia panels by removing the existing panels. They made some panels out of rolled flat stock, then riddled the face of these with nails, were warped, buckled, bent and looked like junk. Even tried reinstalling the old fascia panels by nailing the panels through the face, adding more holes to the panels. Eventually show up to replace the wrong size drip edges. How do you remove drip edges without destroying the shingles? Why are the lower row of shingles be covered with clear RTV? The ******************* removal; were the openings repaired correctly? The valley's have issues, but according to *****************************, there is nothing wrong with the roof. The last time they were here, we found numerous sharp metal objects; at the entrance to our garden, tomato patch, peppers, and where others were working. We found numerous nails, screws, and staples thrown about our driveway. We covered the driveway with crushed gravel.

  

  Business Response

  Date: 01/27/2023

  On March 1, 2022, we came to Mr. ***** residence at *********************************************************, to inspect and provide an estimate for replacing his roof, removal and boarding over of three skylights, and removal and boarding over of a stove pipe. The following week, on March 9, 2022, we signed a contract to move forward with completing the work as indicated. Subsequently, the material was delivered, and the work was completed two days later.
  
  Approximately 2-3 weeks later we received a telephone call from ************ regarding some issues that he had with the work that our subcontractor had performed during the installation. Following the call, we received multiple emails on March 30, 2022, indicating what he believed to be issues with the installation of the drip-edge as well as some pictures he had personally taken. The following day, March 31, 2022, the company owner, *************************, met with ************ at his home to discuss and inspect the issues he had.
  
  When we initially ordered the material for Mr. ***** roof,we ordered 8 Rite-Flow drip-edge for the bottom sections of the roof. Rite-flow drip-edge has a 1 overhang over the face of the drip-edge which is meant to direct water away from the house or into a gutter. Unfortunately, the existing metal fascia trim was slightly less wide than the fascia board behind it, which caused the drip-edge not to cover metal trim properly. Our solution was to replace the existing metal trim with new metal trim that was the proper measurement to slide up under drip-edge, and function properly.
  
  At the time of the inspection we did initially offer to replace the metal trim for an additional cost, but ************ refused an additional expense. As a courtesy, we came back to his house and replace not only the fascia trim, but all of the drip-edge on the front and rear of the house with F8 aluminum drip-edge that has a longer face and covers the fascia trim further.
  
  Two weeks later we received additional complains that he did not like the way the new fascia trim looked. He blamed it on using rolls of metal coil stock to do the job. My response to that argument is that all siding companies that install metal fascia trim use metal coil stock, to which they then use a metal siding brake to bend/fold the metal coil stock to the correct specifications to cover fascia. He also believes that the new trim should not have been fastened to the fascia board using nails. How else does one install metal trim?
  
  ************ later had more complaints about the installation and the cleanup thereafter. He references some International Residency Code section 9, of which we have never heard of, nor does it apply with metal fascia trim or drip-edge. He accuses my sub-contractor of leaving debris and material on his property. He also accuses of leaving some type of metal spike strips that were, I quote: left behind to intentionally injure someone. He claims it was done out of retribution which is simply asinine. He advised us that, The pieces are being stored for finger print removal.
  
  It is extremely important to note the condition of the property that we witnessed during the entirety of the 6 months we went back and forth with ************. His property on all sides of the home is littered with trash,random materials, old motorcycle frames, car parts, wood, and other random debris. At the time of the initial estimate, we took pictures of the home for estimating purposes. Additionally, you can view the property from the aerial view from ****** maps to see the extent of trash and debris. The property is a literal scrap yard. Ive attached pictures for reference.
  
  In the 6 months of dealing with ************ from March 1, 2022 until September 18, 2022, we did our absolute best to rectify any issues that he had with the work that was done. His roof does not leak. He claims to know all about roofing and construction, based on a few minutes of online research he found in some International Building Code website. We have gone above and beyond in this endeavor, spending thousands of dollars in additional labor and materials and he is still not happy. He claims we have a vendetta against him and are intentionally trying to inure him. At this time, there is not anything additional that we believe we can do for him to satisfy his paranoid opinion of our company.

  Customer Answer

  Date: 01/31/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The pictures say the whole thing; gaps between the shingles and the drip edges, drip edges installed incorrectly, the homemade fascia panels that are riddled with nails, bent, warped. The original aluminum fascia panels they destroyed because they intentionally installed the size drip edge, then they tried to cover up the issue by nailing these panel thru the face instead of securing the panels from the underside of the panel. Then after they installed the shingles, weeks later they removed the wrong drip edges. How did they remove the installed drip edge without destroying the shingles? Why is the lower row of shingles covered with clear RTV? 

  The so called website that The Roofa refers too, is actually posted by the ************** and that ***** adopted these rules years ago and are updated regularly. Not knowing this basic fact indicates that they have no idea of the law and how to properly re-shingle a roof, let alone accept responsibility for the damage they caused. Why would you knowingly install the wrong size drip edge instead of stopping when they realized they weren't correct? Instead of going to get the right size drip edge? And why were all those metal pieces placed in my garden, thru throughout the driveway. All you have to do is look at the pictures to see the substandard work.  

  If you need more proof, I have more than 100 photos of the damage I'd be willing to share.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:11/04/2022

  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.

  This business was hired to install a new roof. They subcontracted the job to unskilled flunkies who installed all sheathing wrong, violated building code, and voided all material warranties in the process. The roof leaks through the flashing, nail heads are not sealed, and even shingles and drip edge are installed wrong. I can see from the attic that hundreds of nails have missed their **** and the ridge vent leaves room for animal intrusion on both sides. I clearly do not have the roof that I paid for.The Roofa said they would pay me back, but they are dragging their feet and are demanding I get quotes from other roofers that they know before they will agree to pay me for a new roof. They are telling me that I first need to prove to them that I will buy a new roof with the money they are refunding me; and only then will they pay me what they owe.Since when does the at-fault party get to call all of the shots in negotiations? Something doesnt seem right about that.They demanded I send them the roofing inspection report that I bought. I agreed. They demanded I get a quote from another roofer that they chose. I did that and sent the quote to them. I even apologized for losing my temper.I have made all of these concessions in order to get my money back and I am willing to make more so I can get reimbursed and then buy a properly installed roof. The Roofa is being completely inflexible and unrealistic. Making concessions will not work with them. I am not sure if they actually intended to repay me. I need help.I have uploaded the inspection report. I can provide invoices for materials, receipts for labor, and my copy of the contract upon requestI just dont have access to those right now.Thank You,*********************** ************

  

  Business Response

  Date: 11/11/2022

  We first met the homeowner, ***********************, on June 1, 2022, to provide a roof estimate. At the time of the roof estimate ***** indicated that he wanted to order all of his own roofing materials. This is out of the ordinary as The Roofa always orders all roofing materials for every job. Even though we insisted that we purchase our own roofing materials, ***** persisted, and made the deal contingent upon ordering his supplies. We relented and allowed him to purchase his own roofing supplies. 

  During the roof installation in July, and for a time thereafter, ***** was extremely happy with the work that was completed. Furthermore, he never indicated issues with regards to the installation or any leaking issues with the roof in the 2 months following. 

  On September 8th, ***** called us to advise that there were issues with the installation and wanted us to come back and look at the issues. Again, he mentioned having issues with regards to the installation, but did not advise of any leaks. September is the busiest month of the year in ***** for roofing and we could not simply come address his concerns at a moments notice, especially given that he had not advised of leaking issues. Two weeks later, on Monday, September 26th, we sent someone along with our roofing crew to his home in ********, **, to address his concerns. Upon meeting him at this home he was rude, uncooperative, dismissive, and chose to raise his voice at us. While we were there he did advise that he had a leak around his chimney, but refused to allow our roofer to fix the leak while we were there. Following the inspection, and upon discussing reasonable options to rectify the roof issues, we offered to completely replace his roof again at no expense to him. His exact words were, "there will be stipulations involved if he allowed us to do the work, if he even felt comfortable having us back to do so." 

  His stipulations were: The Roofa would pay for the Third Party roof inspection that he had prior to us coming there on September 26th; He wanted the owner of The Roofa to be present for the entire time the work was being done; We would also be required to pay for an additional inspection following the new roof replacement.

  ***** insisted many times that he wanted this matter resolved immediately, because he didn't feel safe with the roof as is. After some difficult interactions between our company and *****, we mutually decided that it would be in the best interest for both parties if found another company to do the work. We mutually agreed that The Roofa would send a check to any company ***** chose to use. We never demanded who he could reach out to, but merely offered some suggestions for other reputable companies in the area. ***** sent us a quote for another company on October 31st. We called him immediately after receiving the estimate he sent to us. At that time, he advised he would not be using the company whose quote he sent us. He indicated that he would be using another company, but did not yet have a quoted amount. It was an odd conclusion to the conversation, but we advised to let us know which company to send a check to. 

  The mutually agreed upon solution between the homeowner and The Roofa was a way to prove that the he would in fact have the work completed by another company, and not simply make these complaints as a way to keep the money.

  Following that conversation ***** submitted this complaint.