ComplaintsforKen's Parkhill Roofing Co. Inc.

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see attached Word document which describes the issue. Thank you.

  Customer response

  12/19/2022

  To whom it may concern:

  This letter pertains to a situation where I had called your company (Ken’s Parkhill
  Roofing) to have someone investigate why I had experienced a significant water leak in a
  spare bedroom (south-east corner), after having the roof re-shingled less than 4 years ago
  (also by Ken’s Roofing). The leak caused black mold in the attic and ceiling of the bedroom
  (see photos).

  The technician from Ken’s apparently came to investigate the leak when I wasn’t
  home, and I had to call your office several days later to learn the outcome. It would have
  been nice to have a courtesy call for the day and time the technician would arrive so they
  could have seen the damage in the bedroom and attic. When I called your office, I was told
  (incorrectly) that the technician had reported “no trouble found”.

  I later called my insurance company, and their investigator found the root-cause of
  the leak to be a loose section of the ridge vent on the east end of the roof near the chimney.
  This was very obvious to the insurance investigator who found the trouble very quickly (see
  photos).

  The insurance investigator also explained that the ridge vents are installed using an
  air hammer which shoots out nails. Ridge vents usually come in lengths of 4 ft, and are laid
  out end-to-end across the roof. Then shingles are laid on top, and nailed in place. My ridge
  vent has holes due to the air hammer (too strong or improperly used), and is not secured
  down. The loose shingles allowed water to find a path down to the attic and bedroom.

  When getting an estimate in my home, I appreciated the courteous attention and
  advice. During our discussion, we discovered we had similar family friends, which gave me
  further confidence in the quality of your company. You did take the time to educate me on
  the various options available for the roof, and I appreciated that. I need to be careful,
  especially with a big-ticket purchase, that I’m not being taken advantage of as a woman.

  A month before my scheduled replacement date, one of your multiple crews had a
  cancellation, and wanted to pull-forward my installation date. I agreed, but in the back of my
  mind was a little worried that they would do a hasty job. A drop cloth was placed in the front
  of the house, but none in the back. Some falling debris cut one of my screens, but I never
  complained.

  When we wrote the original order, I specifically asked to have the shingles extend a
  little further than normal, so the rain would not fall on my bedroom window sill….not only to
  reduce noise from dripping water, but to prevent wood rot. But this did not happen.

  ? Page 2 December 16, 2022
  In addition, while looking over the completed job, I noticed that the shingles were not
  cut evenly on the ends, and I called to have this corrected. The South Euclid city inspector
  **** **********) was at my home performing his final inspection at the same time the
  technician from Ken’s arrived. The technician had an attitude as if correcting the uneven
  shingles was asking something unreasonable, and the City Inspector noticed this too. The
  Inspector’s exact words to me were “Sloppy work…”. These details were apparently not
  double-checked by a foreman or supervisor, and I am very disappointed.

  I’ve come to understand that all of the crew’s that work for Ken’s roofing may not be
  full-time employees, but probably consist of a small number of family members with the
  balance consisting of temporary employees.Unfortunately, in my case, there was no doublechecking,

  or attention to details, and the loose ridge vent/leak was the result.

  Just for reference, in the 50 years prior to this new roof, I never had a leak, or any sort
  of trouble attributed to the roof or shingles. I am very disappointed Ken’s roofing caused
  damage to my home, and created a health hazard. Because of the aggravation your
  company has caused me, I cannot recommend it to anyone.

  In addition, I am asking the ridge vent to be repaired properly, and the repair steps
  photo-documented (not just showing a single photo of the completed repair). The repair also
  needs to be scheduled at a time when I am at home. ***** ******* also needs to pay for the
  repair to the bedroom ceiling, and the replacement of mold-damaged insulation. The ceiling
  and insulation repair probably need to be scheduled with a company that specifically does
  that type of repair work.

  Duplicate copies of this letter and photos will be sent to the Better Business Bureau in
  Cleveland, and the Ohio Attorney General in Columbus.

  Sincerely,
  ********* ******** 

  

  Business response

  12/19/2022

  To Whom It May Concern,

  This letter is in response to the one we received from *** ******** on 12/16/2022. We did respond to *** ********** call to us on 12/28/2021. Our technician did in fact meet someone there the next day and we went into the
  attic. We did inspect the ridge vent and at the time everything was intact. We went out there and found that the leak was
  in line with cracks of the chimney mortar as well as brick faces popping off of her chimney. I have attached a photo of
  the chimney taken on 12/29/2021. In addition, we also discovered that where the chimney meets the house, the siding was
  pulling away. Our technician could actually see daylight in the attic. We then followed up again with Ms. Sarafian on
  12/31/2021 as to what we found. We informed her that she needed a mason. We talked to her on 8:12 am of that day.
  When installing ridge vent the manufacturer does allow for an air compressor and nail gun to be used. The nails
  can go through the shingle if the pressure is turned up too high. I would be more than happy to replace Ms. Sarafian’s
  ridge vent and cap using hand nails at no charge if she would like. Again, manufacturer’s do not require you to use hand
  nails but as a courtesy I will replace the entire vent ridge and cap.

  In regard to allegations that we sub contract. That is false. We do have family that work for the company but all
  30 employees are on our payroll in which we pay insurance, medical, and even a 401k. Proof of that can always be
  shown. Our company spans over three generations and that has always been our business model, so any subcontracting
  allegations are false. Again, all employees are our own. Most of them have been with us for 10 plus years.

  Lastly, we would be happy to meet *** ******** and go over any issues you may have. We put in a call to her
  today, 12/19/2022, to discuss. We did not create damage to your home. You can see that there is a number of other areas
  where you can have water coming in, case in point your cracked and deteriorating chimney. Please call us back at your
  earliest convenience.

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

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