ComplaintsforUndercover Roofing

• Initial Complaint

  06/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My roof was done by Undercover Roofing in Oct 2018. I was very satisfied. Even when it started leaking through the range hood a few days later, ************************* came by and fixed it himself right away. However, another problem also surfaced after heavy rains in November 2021. Just under the front porch overhang and along the middle of the front of the house, there is seepage whenever it rains. This had never happened before the new roof. I let it go for a while as I was still working and had life events and health issues I was dealing with however it kept happening and in Jan 2022 I contacted him again, sending pictures. He did come and have a look and asked a lot of good diagnostic problems, however when I look at my texts, he still hadn't come by March 2022 and that is the last I heard. This summer the house exterior was cleaned thoroughly, however when we had heavy rains in November the seepage started again. I ran into Tyler *** 14, 2023 at the corner store, and mentioned it to him again. He said he thought it was likely the insulation hadn't been put back properly when they replaced the plywood resulting in poor ventilation and would come by the following week. He didn't. I have been calling, texting, emailing since to no avail. My complaint is that Undercover Roofing claims to guarantee its work, yet fixing this problem has not happened. Not only is it unsightly, I am worried about potential damage to the house and health risks. I didn't realize he was a member of BBB, and feel this is something you should be aware of. All I want is the problem fixed and that my house gets a clean bill of health.

  

  Business response

  14/03/2024

  Hi there

  I re roofed Ulis place back in winter of 2018. All completed in timely professional manner. I enjoyed working with ***. I received a call back shortly after the new roof. When I came to inspect it the shingles had not fully sealed yet due to the cold weather and we had some dripping around a pipe fixture. I was able to remedy this right away. I received another call in 2020 with a complaint of water overflowing. I came promptly with 3 employees and cleaned her gutters for her to immediately stop the issue. A task that is the home owners responsibility to do. I didnt charge her and was happy enough to calm her worries. I then received a call in 2022 regarding the staining on the siding. I came to inspect the roof and found no issues with my roofing job. I explained to *** that it is strange and may be a problem with how the place is ventilated. I had not heard back from Uli for almost two years until I ran into her at the corner store near her premises and she explained that the issue has still been occurring. This issue is not covered in a warranty and unfortunately I dont deal with insulation in my industry. I returned to **** home several times in the 5 yr warranty period to calm and make her happy. I am happy to do this one more time even though the warranty has expired and I believe Ive done all I can.

   

  Customer response

  22/03/2024

   
  Complaint: 21250438
  
  I am rejecting this response because:

  My purpose in contacting the BBB about Undercover Roofing/my seepage problem was that I had not heard back from ***** after meeting him in the corner store on Dec 14, 2023. I felt that conversation was the closest we'd come to figuring out what is causing the seepage under my porch overhang which has been an ongoing issue since shortly after the roof was done in 2018. He said he was working on a house the next street down which had a similar problem. He said it was possible that when the plywood was replaced on my roof, the insulation may not have been bundled back properly, causing poor ventilation leading to seepage. He said he would come by the following week, but didn't. Being that close to Christmas, I understood. I followed up by phone Jan 9 and Feb 2. By text Feb 3 (with pictures), Feb 5, March 11 and 12. It was only then that ***** responded through this portal.

  ***** was recommended to me by the person who I bought this house from. He had seen ******* work and felt he did a good job. I received a written estimate and there were no surprises. I would like to point out though, that nowhere did it state work was only guaranteed for five years and Undercover Roofing's advertisements also say only "All work guaranteed." Nor was I told verbally.

  My purpose in reroofing my house was not because of any issues I was having. It was not leaking or seeping, but I had lived there 15 years and felt it looked "tired". 

  The roof was done on a clear fall day and completed as far as I could see, as ***** put it, in a timely and professional matter. ***** was not there to oversee the whole thing, coming at the beginning and after the job was done to do a walk around inspection.The Saturday after, it rained heavily and water was gushing from the range hood. I would say that was the only time I felt agitated.***** came promptly and fixed it, telling me it hadn't been glued down properly. 

  When the gutter was overflowing, I thought this might be causing the seepage. ***** offered to clean the gutter. I said he didn't have to, he said "no problem". One of his team members saw that the gutter was actually unevenly placed, causing the water to flow away from the downspout, hence the overflow. At this time we did some troubleshooting about the seepage ie the gutters weren't causing it, I have no high pipes in the house... The cause of the seepage was not determined that day.

  There have been gaps in time in our communication. For me, the death of my daughter's father, my being off work for 10 months due to a herniated disc put this issue on the back burner. ***** is also busy and usually takes a few months to respond. 

  I feel the need to defend myself on some things ***** mentioned: If I am not a responsible homeowner why bother having the roof redone or continuously follow up on the seepage issue? I am aware of my responsibilities. I have been pretty calm about all of this, other than when the water came through the range hood. Maybe too calm. I could have "ranted" on ************ or put a negative review on ******* website. This is not how I like to do business though. As to keeping me "happy", while the two immediate issues were corrected, the seepage has not been and it is a stressor. To have to keep contacting ***** and wait for a response is a stressor. No, I am not happy .

  I am glad ***** is willing to have a conversation.

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

*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. ↩