ComplaintsforSki Town Roofing

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In December 2022 we had a metal roof installed by Ski Town Roofing. A section of roof over our kitchen was inproperly installed. We had an ice dam over that section of roof. This caused damage to the ceiling, walls and a kitchen cabinet. We contacted Servepro and they removed the damaged sections in March, 2023. We also contacted Ski Town Roofing, they would not accept responsibility. Our Insurange agent sent an inspector to assess the damage. The inspector works for Safeco. He determined the damage was caused by inproper installation of roofing materials in that section of the roof.

  Business response

  08/04/2023

  We replaced Mrs. Benson's roof in November of 2022 and installed a metal pro-panel roof. We then had a winter with excessive snowfall. Mrs. Benson called on 3/9 and said she had a leak, we were out there the same day. There was lots of snow built up in the area above the leak, we had 2 people out there removing the snow. She called again saying that it was still leaking and she had a mitigation company that removed drywall and can see daylight. We went back to her house again and met with the mitigation vendor. The daylight that the vendor saw in the attic was the soffit vent on the underside eve of her roof, it is supposed to be there. We completed an inspection and found no issues with the roof; the damage was caused by an ice dam. 

  Since our last conversation with her in March we had not heard from her until this complaint was filed. I called her on 7/24 after receiving the complaint, I spoke with her and explained that as far as we knew there was nothing wrong with her roof. I agreed to have someone come out again and look at the roof now that there was no snow and complete a full inspection. My project manager called her and when he spoke with her she had no idea what he was talking about and told him to go and look at a church's roof. 

  He then stopped by the house to inspect it as the phone conversation with her did not make sense. He completed a full inspection of the roof and there is nothing wrong with the roof. We have had lots of rain recently and it is not leaking. The roof has a dead valley and forces the water against the house and a downspout that adds more water to the same area. She claimed there was a hole that birds were getting in, there is no hole. Someone installed a piece of metal screen in an area and under it there is no hole, see pictures. She brought up the daylight and he looked in the attic and again found it was from the soffit vent that is supposed to be there.

  This is poor design, but there is nothing wrong with the roof. The leak was caused by an ice dam. To avoid it in the future, she can add heat tape to the area to keep the snow from building up there. We are not responsible for poor design or an ice dam. The customer's homeowners insurance covers damages from ice dams, they should file a claim with them for the interior damages and mitigation costs. 

  Mrs. Benson also has not paid us for our snow removal services this winter. We sent her a bill on 3/20/23 for $152.10 that has still not been paid. Please follow up with her and ask that she pay us for services rendered. 

  Customer response

  08/04/2023

  from: Genevieve Benson <[email protected]>
  to: [email protected]
  date: Aug 4, 2023, 2:53 PM
  subject:
  
  I disagree with Ski Town Roofing's response. I can't imagine they would accept the type of work done at their home. I am not a roofer. I therefore will rely on the inspector's assessment. I'm not sure what the roofing company's goal is. Let's remove my comments about seeing light coming from that area. I have pictures of the finished area. Naturally, the roofing company does not want to accept responsibility for poorly finished work. When I contacted their company in March,  they sent an employee to check out the roof. I will assume he was not able to see that section of the roof from inside my kitchen. He didn't go outside. The 2nd employee who came this morning, naturally could not see a problem. He walked onto the roof. Before the 2nd employee left, I asked if he saw the section that needs repaired. He had not. We both walked around the back of the house. With regards to Ski Town Roof's comment about a church, I have no clue what they are talking about. About the unpaid bill for snow removal, this was the first I heard about it. I have nothing to gain by being untruthful. My goal is for them to accept responsibility for the damage caused.
  

  
  

  Business response

  08/04/2023

  We have inspected the roof we installed.  We responded to the leak over the winter due to an ice dam.  This is caused when excessive ice is built up at the eave of the roof.  This does not allow water to run off the roof and it backs up on the roof surface. We explained to Mrs. Benson that installing ice and water shield over the entire roof is a good idea, but she opted to the minimum building code of 3' from interior wall to save money.  The interior damage is a result of an ice dam and not an improperly installed roof.  Please provide us with the inspector's report as to what they are seeing was installed incorrectly.  This can simply be solved by installing heat tape in the area that had the ice build up.  The roof is not leaking when it rains and if it was an issue from an installation error it would be leaking every single time it rains.  It has only leaked once in the middle of the winter and was a result from an ice dam.  

   

  Thanks, 

  Jacoby Johnson

  Owner, Ski Town Roofing LLC

  Customer response

  08/07/2023

  from: Genevieve Benson <[email protected]>
  to: Better Business Bureau <[email protected]>
  date: Aug 7, 2023, 1:40 PM
  subject: Re: You have a New Message from BBB Regarding Complaint #20367499
  
  I received a response from Jacoby Johnson at Ski Town Roof. I disagree with his response. Yes, we've had rain since the ice dam damage. Nothing to match the melting snow that caused the damage in the kitchen. I have pictures of that damage. I also have a picture of the ice and rain shield. The picture was sent by an employee of Ski Town Roof. The employee confirmed that the shield was installed, without objections on my part. By looking at the pictures of the roof, anyone can see that the section was not installed properly. We can bat this back and forth. I would like Ski Town Roof agree to a settlement. I would prefer that a different company do the appropriate repairs. Repair the roof and the damage in the kitchen. I have looked at the plastic over the kitchen ceiling for 5 mos. I would like Ski Town Roof to offer payment for someone else to do the work.
  

  
  

  Customer response

  08/29/2023

  from: Genevieve Benson <[email protected]>
  to: Clay Andersen <[email protected]>
  date: Aug 29, 2023, 9:13 AM
  subject: Re: BBB Complaint ID 20367499
  
  Good morning. We have decided to close the complaint against Ski Town Roofing. We'll offer to pay for the repairs. Hopefully Ski Town Roofing will accept this offer and repair the roof. Thank you for your help
  

  
  

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