Complaints

• Initial Complaint

  08/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We had Cervantes Roofing (CR) replace the entire roof of our house, which they completed on July 31, 2022. There remain 3 problems: 1) air duct-roof connections have serious leaks; 2) CR damaged the AC unit; 3) CR damaged the chimney plaster. CR refuses to take any responsibility for these issues. 1. They argue that the holes in the air ducts are causing leaks. However, these openings were made by the CR workers on July 31 when they were manipulating the ducts. They painted the ducts on July 29. The paint that they put are ripped at these openings, and there is no paint inside these opening, making it clear that three openings were made after July 29. The center duct, which did not leak on July 29, now has a serious leak. Whether the leaks come from these openings or the joints, CR is responsible for them. 2. On July 22, we noticed the AC compressor unit placed on a concrete base on the ground next to the house was knocked off from its base and the top part of the unit was dented. AC technicians noted that a very heavy object fell on the unit and that the damaged fan, motor, and upper housing need to be replaced. CR argues that their contract has a clause that they recommend that AC unit be removed before their work. Nonetheless, this clause is intended for roof-top AC units. In addition, the contract has a clause that precautions will be taken to protect the premises. This damage is far beyond the routine effects of falling shingles and other debris. It was caused by CR’s negligence that they did not take reasonable precautions. Regardless of the AC clause in the contract, CR is still responsible for the damage caused by their negligence. 3. CR argued that the chimney plaster was already old. But it is clear that they intentionally chipped off the plaster all around the chimney to remove old shingles easily. At the very least, they should have consulted with us before removing the plaster. We were never notified of this damage, and we had to bring it up to them.

  Business response

  08/05/2022

  
  Regarding item 1 leaks at air ducts.

  We went out after the email regarding leaks. Upon inspection, roofing was 100% sealed around all penetrations. So I suggested we do a water test to determine where the water was coming in. We ran water strictly above, to the side and below the duct work penetrations and Mr. I told me there were no leaks occurring inside the home after running a water for 15 minutes. There was nothing to be fixed cause by my crew. Our contract also specifically states we are not responsible for A/C equipment or duct work before or after re-roofing. Item 4 of contract.

  However we still did not damage the duct work. Also if Mr. I was sure we caused the duct issue why did Mr. I tell me he contracted Hamstra to seal all the A/C ducts inside and out upon my arrival. 

  You are also acknowledging there were already issues with the duct
  This is from your email below sent August 1st:
  As you may remember, the leak at the air duct-roof joints has been a serious issue and was the main reason that we decided to repair the roof. Before we contracted you, we asked you specifically to fix this problem. Last night I checked that the leaks were at the duct-roof joints, not in the ducts themselves, and your workers also thought so. 

  Duct work typically comes is 3-4ft sections so every duct work has joints to attach to each other, which has nothing to do with the removal. Like everything else sealant gets dried up and needs to be resealed periodically by a HVAC company.

  There was nothing on our contract specially stating we were going to fix duct issues. We should not be responsible for an existing problem which has nothing to do with the roof. Our roof was solid upon inspection and water test.

   

  Item 2 AC compressor

  We have requested from Mr. I the work order and pictures from A/C company to show proof that the extent of damage that is being mentioned was actually all caused by my crew. 

  We also never received any estimate from Mr. I from an A/C company just an email stating the items were ordered and we are responsible for the payment. This item is to be determined.

   

  Item 3 Chimney

  The chimney had 20years of old sealant attached to the stucco. Upon removal of the sealant the stucco came off with sealant. This is obviously an old and neglected chimney. For us to be responsible for that seems very unreasonable. 

  We could have left the sealant and sealed to existing sealant like the other roofing companies have in this area and it would have eventually leaked in 3-4 year. So for us to be held responsible to for going above and beyond to make sure this roof is 100% sealed for many years and we are being penalized. Mrs. T also mentioned to our foreman that was not a big deal because she had to get a stucco guy there to get several other areas fixed throughout the house. Mrs. T was made aware of this issue

  I am so taken back by these unrealistic request by the homeowners, not to mention the daily Mrs. T verbally harassing my crew. Watching over them like a hawk and interrupting them daily. In my 28yrs of roofing I have never had a crew beg me to have one of my other crews finish this job. This is very disappointing. We have done several roofs in this historic area and have very good reviews from all the homeowners we have worked with. 

  We are still owed 50% of the contract.

   

  
  
  
  

  Business response

  08/17/2022

  That was not our response, that was our email sent with our invoice and post pictures. 

  Our response is that we will deduct $2,366.54 from the invoice for repairs needed as described below.

  
  

  Thank you,

  Steve Cervantes Jr

  Customer response

  08/17/2022

  The BBB portal did not give us options for my next step, but we accept the repose by Cervantes Roofing on August 16, which is pasted below.

  We are sending a check for the balance of $12,278.46 remaining after the deduction of $2,366.54 for repair costs to Cervantes Roofing in certified mail today.

   

  Sincerely,

  ******* *******

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