ComplaintsforKidd Roofing

• Initial Complaint

  03/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  June 24, 2021 - Sept 3, 2021 $13,550 New roof that does not leak Roof leaks Keep getting promises to warranty the work Inv. #*****

  

  Business response

  03/16/2022

  We are actively working on a solution to fix the skylight so it functions properly.  The reimbursement was in process and will be mailed out today.

  Customer response

  03/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

• Initial Complaint

  09/13/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Invoice # ***** Amount Paid: $848 The business committed to provide gutters along with a "2-year workmanship warranty". The gutters started leaking shortly after installation. After several emails, texts and calls, over the course of 8 months, the company never followed up on the promise to come fix the issue. On June 3, water penetrated into the house causing approximately $5000 in damage. From the entry points it was clear that the source of the leaks were the same as those observed outside the house. I provided Kidd Roofing with photographic proof of the holes left by their installation. On the day after the leak, ***** from Kidd conceded the mistake and promised they would file an insurance claim to cover the damage. On that same day, I hired an independent roofer who showed me the point of entry and fixed the leak with gutter sealant. Further attempts to contact the company were useless. Workers were sent without consent when I was out of town but they won't tell me what was done.

  

  Business response

  09/13/2021

  Our company installed gutters on the customer’s house in October 2019. We did not install the roof. Company was first informed of a leaking corner on the gutter in June 2020. Company responded by sending a technician out to evaluate the condition and to take corrective action by re-sealing a corner on the gutter. Company was again notified by customer on June 3, 2021 that the gutter had leaked again and that water had seeped into the house. Company responded by sending a technician out on June 4, 2021 to evaluate the condition and take corrective action. The technician re-sealed a corner on the gutter and indicated the gutter was not responsible for any water intrusion into the home. There were several areas on the roof that he thought could be leaking into the house. The information was referred to management and a roof specialist was subsequently sent to the house on July 2, 2021 to evaluate the roof condition. On July 2, 2021 the customer was emailed a preliminary report on the findings on the roof condition. Our roof specialist indicated there are issues with the roof and that any leaks resulting in water intrusion into walls is coming from the roof. The gutters have nothing to do with water intrusion into the house.  Kidd Roofing did not have any employee or representative of the company at customer’s house after July 2, 2021.  All in all, we believe this is a roofing issue, not a gutter issue.

  Customer response

  09/15/2021

  Complaint: ********
  
  I am rejecting this response because:
  "Company responded by sending a technician out to evaluate the condition and to take corrective action by re-sealing a corner on the gutter."
  This statements is demonstrably false, as proven by the attached emails.  I have more emails and I offered to pull the call log from my phone provider.   The company is not interested, but the evidence is overwhelming.

  I am asked to disregard the photographic evidence, as well as the evaluation made by the independent roofer who found the leak as the leak was still occurring: he had me tap the roof to verify nothing had seeped under the membrane, then pried open the leaf guard to show me the hole in the gutter installation.  The roof was inspected as a part of construction in 2019, then again during the buying process by my own roofing inspector.  In preparation to the gutter installation, both Wilson roofing (on 6/21) and - yes! - Kidd Roofing (on 6/24 @ 8AM) provided a full inspection and reported no flaws.  Now I should simply accept the explanation that "this is a roofing issue", with no specifics.

  Since the hole was plugged with sealant, 3 1/2 months ago, and no additional repairs were made, the leak has completely stopped, outside the house, as well as inside, and the walls are still open and insulation removed to monitor.
  

  
  Regards,
  
  ******** ******** 

  

  Business response

  09/24/2021

  There seems to be some confusion on the dates.  Kidd Roofing did not perform a roof inspection on 6/24/19 in preparation for gutter installation.  We don't send out our roofing inspectors before a gutter installation, so we never "signed off" that the roof was in good condition.  The only roof inspection done by Kidd Roofing was on July 2nd, 2021, when we sent out a roof inspector.  The results of the inspection was that there are issues with the roof and that any leaks resulting in water intrusion into walls is coming from the roof.  The gutters have nothing to do with the water intrusion into the house.

  That being said...since you have had a bad experience with our company, we will agree to refund the original amount paid of $848.00 for the gutter installation.  

   

  Customer response

  09/29/2021

  Complaint: ********
  

  There is no confusion on my end that Kidd Roofing performed a roof inspection on 6/24/2019.  It is true that the gutter project manager and subcontractors didn't inspect the roof themselves.  I did however select two roofing companies to provide a free roof inspection, as is customary in the industry: those companies were Wilson Roofing and Kidd Roofing.  A screenshot of my calendar for those days is attached, and the corresponding entry should be on Kidd Roofing's service logs.
  
  I am pleased that Kidd Roofing is offering a refund on the gutter installation.  This action is appropriate given that an integral part of the service purchased, namely the "2-year workmanship warranty", was not delivered.  Further proof of my requests for service is attached.
  
  Regarding the damage to the residence, I have shown how this was a direct result of the faulty gutter installation:
  1) photographic evidence of the severed drip edge and a hole, created during gutter installation and located exactly at the water point of entry
  2) assessment of independent roofer ****** ******** who inspected the roof as the leak was occurring and located the hole
  3) the final and incontrovertible fact that, once the installation hole was covered with gutter sealant, no further leaks occurred in the almost 4 months since such repair
  
  Kidd Roofing has continued to offer no response to any of the above, claiming that "there are issues with the roof", with no details on the location or nature of such issues.
  
  Given that the dispute remains, the appropriate means of resolution is to have it settled by an impartial inspector, chosen with help from the BBB or other civil mediation service.  I will be glad to facilitate access for a final assessment.
  
  Alternatively, given that I could have contacted another more responsive company for a fix to my leaking gutters after months of failed attempts to pursue Kidd's warranty, I can settle for covering myself half of the monetary damages to the house (~$2,500).  (Demolition and drying expenses - already occurred - are attached).
  
  If Kidd Roofing agrees to cover the other half, in addition to issuing the refund for the original amount paid, I agree to:
  - no longer pursue such monetary damages in civil court, small claims or otherwise
  - cover the cost of complete reinstallation of gutters if a further inspection reveals other gutter-related issues
  - cover any additional unforeseen costs that may arise when the home interior is repaired
  - no longer demand to know who was sent to my roof for the unsolicited visit of July 2, 2021, and what was done on that day - a question still ignored to this day

  
  Regards,
  
  ******** ******** 

  

  Business response

  09/30/2021

  I am going to have the Manager of our Roofing Division, ***** ******* give you a call in order to schedule a time for him to come out and meet with you. He'd like to personally inspect the roofing and gutters.

  Customer response

  10/02/2021

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

  
  I have demonstrated my patience and willingness to cooperate with this company for two years now.  Even after the water penetrated into my home, Kidd Roofing visited twice:

  
  - June 4: ***** *******, salesman and original project manager, came with a subcontractor, who sealed the gutter installation hole.  He acknowledged the leak was a result of their neglect to respond to my service requests and vowed to make it right.  He was never heard from again.

  
  - July 2: Crew members were on my roof without my permission.  When asked for an explanation ******* *****, ******* *******, ignored all my questions, pointed to "issues with the roof" and stated "It will be the first of next week before I will be able to go over the roofer’s report. I can provide more information at that time".  On July 4 I replied: "I am looking forward to receiving your report".  The report never came and ******* ***** was never heard from again.
  
  One needs look no further than these BBB messages - with the continuous attempts to reply to my complaint with false information -  to recognize that a third visit would be fruitless at best.  Most importantly, after the trespassing of July 2, my family and I no longer feel safe with any of Kidd Roofing's employees on our property.  
  
  I already provided two acceptable paths for resolution in my previous message:

  
  1) Refund the original amount paid and select an impartial inspector through mediation to identify the cause of the leak: the party at fault will be responsible for the entire cost of the damage.

  
  2) Refund the original amount paid and accept my offer to split the cost of the damage.

   

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