ComplaintsforRoof Repair Specialist

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To ***** and *****, owners of the Roof Repair Specialist,Your company replaced our house and patio roof in December 2023. *************************** was the production manager.Before the work started, **** and ***** inspected our property. They said the beams and posts are fine. The beam was clearly not fine. My husband asked them to replace that. After that, my husband asked, is there anything else that needed to be replaced. They reassured him that everything was structurally sound. After the roof was replaced, weeks later I noticed one of the posts was almost rotted out at the bottom and the other post was not good either. So we contacted ****** and i also sent him an email. This was his response, word for word, "There was no way for us to determine your beam was rotted and the base of the floor." If that was the case, I would question your crew's training. ******'s response was unacceptable. My husband was very angry. It was clearly an overlooked mistake during their initial inspections. We offered to pay for the material but not the labor because the posts would have been replaced along with the beam. We thought we hired professional. We were very disappointed of how ****** handled the situation. Our patio roof can collapse anytime now. Is that how a professional company handled their mistakes???To-Quan

  

  Business response

  02/20/2024

  Thank you for the message.
  I am happy that we were able to get these fixed for you. Please don't hesitate to call us if you have any issues in the future.

  Customer response

  02/27/2024

   
  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.
  
  Sincerely,
  
  To-*******************

• Initial Complaint

  10/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company took out two permits under my husband and I name for the condominium complex we live in. Where we currently own one unit. Those permits were for the reroofing and hat should have been took out under de association/***. As professional they should known that. Not under two names from one unit. Now they want me to finalize the paperwork with a notarized letter when we have no knowledge or involvement in their project with the *** of the complex. I have reached out to ****** and ***** to have this matter fixed and up to date nothing has been said or done. They will leave me no choice but to ****

  

  Business response

  10/05/2023

  Hello, 

  I apologize for the inconvenience. The issue was a clerical one on the side of the city. We did not have your name or your husbands name nor do we gain anything from pulling permits under your name. For some reason the city had the *** contacts and buildings contact primary listed as you. 

  We have been working on getting that changed with the city and is currently in progress, as promised and as communicated with you. Unfortunately the city does take a little bit of time to process the requested changes. They are also only available online. 

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We've hired Roof Repair Specialist to repair our roof on Sep. 28 2020 for the total of $6,500. It was listed on the invoice that this repair job has a 10 year warranty. It also shows we had paid it in full. (Invoice attached) Earlier this year we realized that our roof is still leaking, and called RRS. They sent an inspector to check it out on April 1st. After inspection, he told us there were a lot of broken tiles at where it leaked. We told him no one had gone up to the roof after they had repaired it. The only reason we could think off was the tiles were not replaced at all. (Please note that the first thing on their job description list is to replace all the broken tiles on upper and lower roof sections.) After we point that out, the inspector told us that he would report this back, and they would contact us for the next step. That was over 5 months ago, and we've never heard back from them. We had tried to contact them a few more times, but they just ignored us. Please help us to have RRS fulfill their warranty and replace all the broken tiles on our upper and lower roof sections. thank you!

  

  Business response

  10/13/2022

  Business Response /* (1000, 5, 2022/10/03) */ I was able to get in contact with the customer and work on resolving the issue. I believe we were able to resolve everything. There is about 1 hr of work left to do to replace a few final tiles which will get done in the next few days. Consumer Response /* (2000, 7, 2022/10/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) The owner of Roof Repair Specialist had contacted us. He apologized and asked us to give them a second chance to make things right. He came to inspect our roof twice himself (once to inspect the damage, once after the repair) to ensure our roof is repaired to our satisfaction. We appreciate he took the responsibility and time to see it through. We understand that it is a tough time for everyone and glad we give them a second chance.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contacted***** and Roof Repair Specialist to perform repairs and maintenance work on the roofs of our townhomes. We told them of the various leaking areas impacting all the units in our complex. They pledged to fix all the leaking areas along with making any necessary repairs. The work was completed on 2/7/22 and we were invoiced for $6,100.00 on 2/8/22 and we paid in full on 2/16/22. However, several weeks later it rained and discovered that not all the leaks had been addressed. We immediately to inform Roof Repair Specialists about the situation on 3/29/22 and they agreed to return for an inspection and further repairs due to the 1 year warranty on repairs. We have since called over 20 times to schedule follow up visits and sent countless emails to***** and Roof Repair Specialists. After months of failing to reply to our calls and emails, they finally scheduled a return trip, which they cancelled at the last minute several times. When they finally did make it out, they agreed additional work is required. However, it's been weeks since they last came out and agreed to do the job. These people are total scammers who do shoddy work and refuse to honor their service agreements. We've been trying for months to get them to come out and are running out of time and patience to deal with their blatant lies and disregard for honest work.

  

  Business response

  08/23/2022

  Consumer Response /* (2000, 9, 2022/08/19) */ Issue has been resolevd.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  RRS installed our roof in March/April 2022. It did so incompetently, causing over ******* in damage to the eaves of our house and garage and our deck railing. RRS's tear-off crew threw onto our deck large chunks of shingles and other debris. Instead of protecting our deck railing with padding, they used a thin plastic tarp. As a result, the railing was gouged, scratched and chipped. The much more costly damage was to the eaves of our house and garage. Our eaves had been painted and were in immaculate condition. RRS punctured approximately XXX-XXX holes in the eaves. RRS failed to measure the thickness of the roof deck or have a supervisor catch the problem early on. They then concealed the damage from us. We later discovered the damage ourselves. RRS did not repair any of the damage. Our regular painting company estimated ******* and 38-45 business days to repair and repaint all the house and garage eaves. That amount, exceeding RRS' final bill of *********** required the painters to extract all the nails, sand, caulk all the cracks and holes, prime, and conceal with 2 coats of paint. The estimate to repair the deck railing was ******* We have a 2-story, 3,984 sq ft house with a detached garage that was also extensively damaged. RRS' owner, ***** *********, came out and said RRS would pay to repair the damage. He said he would have his painter provide his own estimate. He never did. We had the damage repaired. We owe RRS nothing because we had to pay over ******* to repair the damage from RRS's exceedingly shoddy work. RRS owes us about ******** Instead, RRS has filed a lien against our house, despite stating (obviously fraudulently) on its website that "We guarantee that no payment is necessary until you are 100% SATISFIED with your project!" and its owner telling me "I totally agree that you you are entitled to have top of the line painters perform the work." We are obviously dissatisfied and want our net out-of-pocket losses reimbursed.

  

  Business response

  10/10/2022

  Consumer Response /* (-5, 6, 2022/07/08) */ ***Document Attached*** Exhibits 1-20 Business Response /* (1000, 7, 2022/07/19) */ We do not deny that during the process of replacing the roof on this project we did cause damage to the underside of the overhangs. This happens from time to time on older homes that are not built to modern building standards. Modern building practices generally call for enclosed soffits and soffit boards which allow the roofing membrane and shingles to be nailed with nails that penetrate the roof sheeting without it being visible from the underside. However when older homes do not have soffits installed we use shorter nails as not to penetrate through to the underside while still penetrating as much as we can to ensure our fasteners get as much grip as possible. This is a difficult task, 1/8" to much and the tip of the nails poke through, 1/8" to little and the shingles risk blowing off in a wind. Another variable is natural variations in wood thickness and density which causes the nails to drive through in different depths, this is what happened on this project. A few areas our nails went in to deep and poked through on the other end. We have had this same issue occur in the past and have been able to remedy it quite easily by following these steps; 1) Using a grinder or a multi tool to cut off any exposed part of the nail head 2) Patch the grinded area with an exterior grade putty 3) Sand the patched area with a 120 grit sand paper 4) Prime the sanded area with an exterior sealing primer 5) Paint the board to match the rest of the eaves However the home owner got an estimate from his painter totaling over $56,000 which is far beyond fair market prices. This was stated to him both verbally and in email that we believe the prices are extremely high and we do not agree to them. Unfortunately the home owner decided to go ahead and contract with the painting contractor and had them get started without getting approval from us first, with the expectation that we would cover the bill. I was able to conduct a site visit with an independent professional construction witness who specializes in exterior waterproofing systems, ************************************************** and I could have them provide documentation and testimony to this statement. With all this in consideration we have still offered the home owner a substantial discount of the original invoice which is far greater than the time and material it would have taken to repair the damages ourselves. We do hope that we are able to come to a mutual resolution with the home owners. However if we are unable to ********** Lien Laws are in place for cases such as this. Consumer Response /* (3000, 11, 2022/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) RRS does not contest liability and has repeatedly stated it would pay to repair all the damage it caused. The only dispute is about the reasonable cost to repair such damage and restore our house to its prior condition. RRS does not address the damage it caused to our deck railing (on the east, north, and west sides of the house). (See Exhibit 2; see also Exhibit 2.1 (photos taken by **** ***************** ("****")). We paid $1,900 to have the gouged, chipped and scratched railing repaired and repainted. We used the same high-end, professional painting company (****) that painted the railing 18 months earlier, in August 2020 (see Exhibit 3). (The deck and railing were installed during our 2016-2017 home remodel.) The extensive damage RRS caused was not, as it says, the result of installing a new roof on an old home. The entire second story and the kitchen, which account for the great majority of the roof surface, had a new roof deck installed during our remodel; the second floor and kitchen were raised two feet, which required a new roof deck and roof and eaves. RRS has misrepresented, lied about or concealed material information about their work. Originally, RRS denied any nails were poking through the boards supporting the eaves -- which RRS refers to as "2x's." (See Exhibit 5, April 4, 2022 10:25 am email from ***********: "Hello ****, The holes on the 2x's are not penetrated nails. There were most likely nails were sic removed at the tear-off."). After I submitted, on April 7, close-up photos clearly showing nails penetrating the 2x's (see Exhibit 8), RRS admitted they were nails (see Exhibit 6, April 12, 2022 8:24 am email from ***********). RRS concealed that damage from us. We noticed the 125-150 (or more) penetrating nails in the eaves and 2x's (and the accompanying cracks in the eaves) all around our house and our garage only when we inspected RRS' work. Now, RRS asserts: "A few areas our nails went in to sic deep and poked through on the other end." (Emphasis added.) That assertion is blatantly false; nails penetrated the 2x's and penetrated and cracked eaves in areas all around the house (on both the first and second stories) and the detached garage (see, e.g., Exhibits 4, 5, 7). In any case, I explained in my April 19, 2022 email to *********** and others at RRS why its benign explanation for the damage made no sense and was factually unsupported, and why RRS was negligent regardless. I also explained how RRS was making me remedy its mistakes after-the-fact at much greater expense than would have been the case if RRS had properly monitored its crews' work and spotted their mistakes at the outset and notified me immediately so I could decide how I wanted further damage avoided. Instead, RRS did the entire job without changing its methods and without revealing any damage. (See Exhibit 5.) RRS omits any mention of the cracks the nails caused in eaves all around the house and garage. Those cracks also needed patching, sanding, priming and painting. Many of the cracks are visible in photographs **** took before commencing its work. (See Exhibit 7.) RRS also omits any mention of the very time-consuming process of covering (and uncovering) the extremely expensive cedar shingle siding on our house and garage walls (installed in 2016-2017) and on the driveway paver stones and on all adjacent windows and nearby trees, so that paint overspray would not damage the rest of the house, driveway or adjacent trees. Nor does RRS reference any second coat of paint (which **** always uses). RRS also fails to acknowledge that much of the work required the painters to work from tall ladders high above the ground or on steep portions of the roof, both of which increased the amount of time needed to do the job. (See Exhibits 7, 10, 10.2-10.7.) Additional factors that added time and expense to the job, according to ****, are that the wooden planks in the eaves are textured, not smooth, thus increasing painting time, and **** used elastomeric caulking to try to match the wood texture as closely as possible. Mr. ********* stated in his May 26, 2022 email to me: "****, I totally agree that you are entitled to have top of the line painters perform the work." (See Exhibit 11.) We used the same top-of-the-line painters to repair the damage caused by RRS' negligence which we had used to paint the deck railing in or about August 2020 (see Exhibit 3) and the eaves in or about August 2021 (see Exhibit 9). RRS complains that I had our painters start their work before RRS had approved our painters' estimates. Yet RRS ignores the fact that it knew of the damage to the railing no later than March 31, when I emailed them and attached supporting photos (see Exhibit 2), and RRS was on notice of the damage to the eaves and 2x's no later than April 1, when I emailed them and attached photos after first discovering nails penetrating the 2xs (see Exhibits 4, 5, 6). Presumably, RRS' on-site supervisor knew even earlier about the damage its crews had caused. Despite such knowledge, and despite telling me it would provide estimates from other painters, they never repaired any damage and never provided me a competing estimate as of May 23, approximately seven weeks later. They certainly never provided me any estimate from a "top of the line painter" who would perform the project as outlined in ****'s estimates. Nor had RRS given me even an approximate date to receive their estimates. RRS had ****'s estimates for repairing and repainting the eaves/2x's by April 19 (see Exhibit 6.1), more than a month before our painters commenced their work on or about May 23, and had ****'s deck railing estimate by April 25 (see Exhibit 6.2). Under those circumstances, I was not obligated to wait indefinitely to see if RRS ever provided its own estimates before I had the damage repaired. RRS had proven that it didn't keep its word. I was not required to risk exposing the damaged wood in our eaves and on our deck railing to potential worsening from rot or destructive pests. RRS says that it conducted a site visit with an expert *************************** who specializes in exterior waterproofing systems. That is completely meaningless. First, Mr. ********* promised he would bring out painters to prepare and provide their own estimate(s), and he never did. Second, ********************** is not a painting company or painting services consultant; it specializes in waterproofing consultation and education, testing, and leak investigations It certainly is far less qualified to determine the cost of repairing and repainting our eaves and deck railing than **** is. We know that **** is highly qualified and competent because **** had recently done substantial exterior painting for us. Mr. ********* asserted in his recent July 19th email to me: "The work I observed your painters doing went far beyond the extent of repairing damages caused by the roofing process, they were sanding down old wood, patching naturally occurring knots and defects in the wood." That assertion is demonstrably false. ****'s estimate includes no such work. (See Exhibit 6.1). I never asked or agreed for any such work to be done, **** never offered to do such work or said it would do such work, and ****'s owner, ****** ******** has explicitly told me his crew did no such work. Most importantly, such work was indisputably not done because naturally occurring knots and defects in the wood are plainly apparent in approximately 85 photographs of the completed work that I took on July 20 and have attached hereto (see Exhibits 21-21.8). A cursory inspection of the eaves would clearly reveal that trying to sand down and smooth out all the boards with naturally occurring knots or defects would itself have taken far more time than the entire project took (approximately 32 work days using a supervisor and a subordinate crew member with occasional oversight by the owner). RRS' offer of "substantial" reimbursement of $5,000 to cover our $58,000 expense caused by their incompetence is laughable. It is nowhere near reasonable reimbursement under the circumstances outlined. As for RRS itself repairing the damage, RRS never repaired any of it and we certainly were not obligated to trust the roofing company that caused the damage to do the wood repair and painting needed to remediate the damage. RRS rushed through the job to get it completed as quickly as it could. One can only imagine what type of job it would have done, outside their purported field of expertise, repairing at its own expense the damage. We are extremely unsatisfied with RRS' performance and its pitiful reimbursement offer of $5,000 in an uncontested liability case. We will pursue RRS for reasonable reimbursement, either in arbitration before the **** or in litigation in Superior Court. Consumer Response /* (-5, 17, 2022/08/02) */ ***Document Attached*** Additional Exhibits Business Response /* (4000, 21, 2022/08/04) */ We still agree to pay for damages we caused including the deck railing, along with the rest of the areas we had nails penetrate the existing sheeting. It seems to me that the majority if not all of the discrepancy between what I am offering and what our customer is demanding comes down directly to pricing rather than scope. What I believe is the best and fairest way to settle on a fair market value figure that does not rely on the subjective opinion of any one painter is to hire a painter or insurance restoration expert that can provide a line item ********* estimate, this form of estimate is universally used and accepted by all major insurance companies, pricing is based on city specific aggregate data. Once we have such an estimate prepared by an unbiased source I will be happy to deduct said amount from the final invoice. This is the same process a home insurance company would use to repair damages. I hope we can agree on this solution, I am also willing on hearing out any other approach we can use to determine the fair market value of repairs. Consumer Response /* (4200, 23, 2022/08/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) RRS' suggested resolution is unacceptable. My research reveals that ********* cost estimates are skewed downward in favor of insurance companies and reflect median cost estimates, taking into account the lower half of contractors in the relevant market. Numerous reports online reflect that ********* estimates are often well lower than the actual costs paid to contractors to repair the damage at issue. The ********* software program has apparently become widely used by insurance companies over the past decade or so and insurance company adjustors use it to calculate building damage and repair costs. It is widely viewed (at least among non-insurance company observers) as favoring insurance companies over policyholders/homeowners. Shortly before RRS caused the extensive damage to our house, I paid **** ***************** high-end prices to perform high-end spray painting (with meticulous covering protection for the rest of our house and paver stone driveway) for the very areas that RRS damaged (our eaves all around the house, on both the first and second stories and our detached garage, and our deck railing running from the SW corner to the NE corner of our house). We were entitled to have our house returned to the condition it was in before RRS caused the damage; that means using a top-of-the-line painting service such as ****, not a painter in the middle of the pack. Obviously for that very reason, as I noted previously, Mr. *********, the co-owner of RRS, expressly stated in his email to me: "I totally agree that you are entitled to have top of the line painters perform the work." That is exactly what we did by rehiring **** to repair the damage and repaint the areas that RRS damaged. I had no incentive or motive to pay **** a single dollar more than fair market value to do the repair and repainting work; I paid for that out of my own pocket without any guarantee that I would recover 100% or any particular percentage of the cost from RRS. RRS certainly has an incentive or motive to obtain the lowest cost estimate it can obtain now. The most reliable method of evaluating the estimates that **** gave me for repairing all the damage RRS did would have been for RRS to have other independent, top-of-the-line painting contractors inspect the damage and submit their own bids to do the work instead of **** doing it. RRS chose not to do that and in fact failed to obtain and provide any estimates of its own (by any painting contractor) to repair the damage. It seems to me that the most reasonable, lowest-cost way now to obtain a true fair-market valuation of the reasonable cost for a top-of-the-line painting contractor to have repaired the damage caused by RRS is to agree to free arbitration before the **** (with a free independent industry expert retained by **** to provide his/her own repair cost estimate). I have already informed the **** that solely for purposes of qualifying for its arbitration program, I will reduce my claim to $50,000 (the maximum claim amount eligible for ****'s free arbitration program). Short of that, I would be willing to consider, solely as a non-binding piece of relevant information, cost estimates from one or more truly independent, highly rated painting contractors (that I vet and approve) to the extent they can prepare accurate estimates based on their examination of the electronic versions of photographs I have submitted and an on-site inspection of our property (performing the same steps that **** did, including meticulously covering all surrounding areas being repaired and spray painted). Business Response /* (4000, 27, 2022/09/20) */ I do agree to use ****'s arbitration program and am open to other solutions in determining the fair market value of the completed work. ********* was a solution I have used in the past, however if another similar option is available, such as a **** arbitrator that may be a good solution as well.

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