ComplaintsforRidge Top Exteriors, LLC

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2019 we paid $4000 for what we thought was a brand new flat roof. It was sold as a new 10 year warranty product. This year after the hurricane the carport began leaking. We went on the roof and discovered our New roof which was actually a coating put on in 5 parts was rolled back and cracked. We phoned our rep who sent us to the warranty department. Someone was sent out to look at it and stated it was the old roof which had failed and not their coating. They refuse to do anything about it since supposedly they no longer use that product and it is supposedly our old roof which failed. $4000 for a coating which failed within the 10 year product warranty and 7 year workmanship warranty and they refuse to do anything. We could have had the whole flat roof replaced with metal for less than that.

  

  Business response

  11/02/2023

  My conversation with ***** leads me to believe that he still may not quite understand what is going on with his roof.  Our contract is very specific in the work scope that he signed, we provided the work and he paid for.  Which was a coating that goes directly over the top of the existing roofing material.  The coating is not failing, the roofing material under the coating has pulled away from a short wall that goes vertical from that point and up to a separate shingled roof.  The coating did not fail, the surface below failed.  The best analogy I can give for this would be if you were to paint a wall in your house that currently has wall paper adhered to it and the wall paper started falling off, it would naturally *************** down with it.  Nothing wrong with the paint, just the wall paper.  I hope this helps and he now understands. ***** did try and tell me that we installed the initial roof before we put the coating on but that is not true and I sent him pictures of the roof before that showed the existing Modified Bituman roofing material and then I sent him pictures of after we installed the coating and lastly I sent him pictures/video of the current failing of his original roof.  ********** or manufacturer could ever warranty this type of situation.  

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ridge Top Exterior replaced my flat roof on my home in 2018. When they finished the roof and the city came to inspect the roof, it did not pass the inspection twice. Finally, the **************** passed the inspection. Soon after that I had a leaky roof, after the roof was completed. Ridge Top came out and fixed the first problem. To replace my roof, Ridge Top Exterior charged me *********. They also charged me for work that they did not do. The total charge was *********. Currently, I have another problem with the roof leaking. The roof is leaking so much, that my ceiling caved in. It is raining inside my home. My furniture, carpet and personal items were damaged. I took pictures of it all. The roof was a faulty job and poor workmanship. The material used on the roof was not adequate in replacing a flat roof. The quality of the work was very poor. Therefore, I am still dealing with this terrible issue. My roof warranty states that the work performed under my contract will be for seven years from the date of completion. Therefore, my roof is still under warranty. I called Ridge Top Exteriors and they came out to my home and put a sealant on the roof. However, the next day, the water was still leaking inside my home. I called Ridge Top Exterior again and they did not answer the phone. I kept calling them, finally, the receptionist said someone would call me back. **** called me back, he sent someone out to my home to put a tarp on the roof. The tarp does not stop the water from leaking in my home. They should replace my roof, because it is still under warranty. However, **** said, "the warranty was for only two years and that there is nothing else he can do for me." Which is ridiculous. I am a senior citizen on a fixed income and Ridge Top Exteriors has taken advantage of me. My roof needs replacing and they should replace it. Ridge Top Exteriors over charged me to replace my roof; and now they don't want to honor the warranty and fixed my roof.

  

  Business response

  08/02/2023

  Ridge Top Exteriors went out on Saturday 7/29/2023 to do a water test; spraying water from hose all over the low slope roof area that we installed in 2018. After about 20 minutes of spraying at full volume, no leak was found. There is an area where the homeowners metal roof, (not installed by Ridge Top), goes under the roof that we installed that is open and could be letting water in. The roof contract we had with the homeowner had a craftsmen warranty of 2 years from 2018, it is well past that warranty term, but we are still trying to help the homeowner with the issue. Both times, when the homeowner called us about her leak, we have sent out people to assess the issue and have sealed areas not related to the roof we installed, in order to try to help her out. We did not charge her and again, it is not under warranty. We also installed a tarp, again at no charge to her. We have helped her with a roof that is out of warranty and at our cost. Ridge Top Exteriors has done everything we can to make her roof leak, so we could gauge what needs to be repaired in the area that we installed.  Unfortunately, we have not been able to get the roof to leak.

   

  Customer response

  08/15/2023

   
  Complaint: 20374716
  
  I am rejecting this response because: 1) the explanation they provided does not make sense. If the rain were blowing from the direction he is stating the water damage would be in different areas.

  2) The most important reason I reject their response is based on the documents we received from the claims adjuster, ******** and Company.These documents we provided to BBB show the estimates they provided to ******** and Company were a higher quality material than what is in the contract they had me sign.Their reliance upon the contract where they switched the materials from what was authorized at the very least is unacceptable and I have told this is possibly fraud. I want them to install the roofing materials they were paid to and pay for interior damage that has occurred. 

  
  Sincerely,
  
  Mae *********************

  

  Business response

  08/17/2023

  We have contacted the property owner to schedule a time for us to come back to the property and inspect the affected areas in order to come to a better resolution for all parties. We have scheduled this inspection for tomorrow per agreement from property owner.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roof installed incorrectly. They broke several areas of roof decking and just shingled over it. Installed gooseneck vent improperly over a stud so duct cannot be connected, plus the gooseneck vent has a leak and water is getting in the attic, flashing done improperly. Have had them out several times to fix issues and they continue to break more while they are out. Some wood was fixed and they busted wood next to it when repairing and left it. They are no longer allowed on my property to mess my house up anymore. I have hired an engineer to write up a report and have hired a new roofer to completely redo the entire roof.

  

  Business response

  01/18/2023

  Hello - last time we spoke with the customer, he was satisfied with what we had done to repair the items referenced.  The leak in the boots and *********** were sealed by our production expediter and our expediter explained the roof to wall flashing was installed properly. The wood on the roof was not broken at time of our install, we noticed new gutters were installed after we had done the roof so there is a possibility that those installers could have caused the wood damage. 

  Customer response

  01/19/2023

   
  Complaint: 18666236
  
  I am rejecting this response because:

  The gutters were installed by me a year prior to the roof being installed. I will have the official engineering report by tomorrow that states the flashing on the chimney is wrong, nails are overdriven, nail patterns are wrong and roof deck was not repaired properly. Also there are shingles on the unvented ridge that are concaved at the top. The flashing on the siding is not correct either. I will be happy to send the engineering report as soon as it's available to me. 
  
  Sincerely,
  
  ***************************

  Customer response

  01/20/2023

  attached is the engineering report. 

  

  Business response

  01/20/2023

  Our last visit with ***** ended with everything being repaired and our on site manager repaired a boot and a gooseneck.  They discussed some damaged wood which Ridge Top did not damage.  Our on site manger said that there were signs of other work that was done by others and that damage could have been done by whoever was working out there after us.  We have done our scope of work and repaired items that needed repaired and we stand by that we did not do the damage he is claiming we did.  

• Initial Complaint

  08/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered windows from Ridgetop Exteriors here in ***** ** July 27, 2021 for the two front windows of my home. They were installed February 21, 2022 by two incompetent workmen who put the window in from wrong side, which was found out later and the reason for the leak. My window inspection was March 17 and my windows failed because the locks didn't work. RIDGE Top exterior came to fix the windows March 25, 2022. March 31, 2022 I checked the window locks and they worked. April 8, 2022 I notified the installer, ****, that both windows were leaking into my home. 11 April 2022, **** came out to plastic wrap both front windows, dining room and game room so the rain would not continue to seep through and enter my home. April 25, 2022. 8 weeks later **** unwrapped the sticky plastic from my two windows and installed the new windows with the help of his competent partner on Friday June 24, 2022. 1 July 2022 we finally passed inspection. Then there was sticky remnants from the wrap on my windows I had to contend with now. The response was "use goof off or acetone especially cuz you can't really see it unless it's the right conditions". Their office called for the remaining balance, I asked for a 20% inconvenience discount they said "no". I tried to talk to someone in the corporate office in WI which I later found out didn't exist and was just a call center from one of their employees. They based their ruling on a pricing mistake they made and said I should be happy their not coming to recoup what they said they lost July 2021. I'm looking for $799 off my bill and they can't do that. Shame on them!!! Their mistake doesn't ***** my inconvenience, the updated plans I had to put on hold for the painting of the outside of home, the leaking of the inside of my home, the embarrassment I felt as people drove by my home and saw it wrapped in bubble wrap for 8 weeks not wanting others over. Again my inconvenience TRUMPS your mistake everyday!!!! No matter how you see it.

  Customer response

  08/30/2022

  I have paid this company in full just like I said I would because I'm a woman of my word. Despite their inability to cater to their customers I have moved on and will leave the rest to God!

  

  Business response

  12/19/2022

  I am not sure what I am suppose to be responding to.  This matter is closed on our end.  I have responded to her complaints regarding the discount she felt she deserved and we have chosen not to make this a forum to go back and forth with this customer.  I feel if I respond yet again, the customer will just continue to use your ******************** forum as her personal Blog.  

• Initial Complaint

  06/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In August of 2019 a Ridge Top Exterior salesman showed me areas of my roof that were bowing! Explained that meant damaged wood under the roof! He sold me on a new roof at the cost of $11,497.95 by telling me his company would replace all damaged wood before they put on the new roof! May of 2022 we agreed to go solar ! The foreman of the crew showed me broken rafters that had not been replaced and areas of my new roof that are still bowing ! Contacted Ridge Top and was told they would repair the damage they never showed up my solar company sent a crew to repair the broken rafters that Ridge Top left!!! I feel they did half a job so I want half my money back and will never recommend Ridge Top Exteriors to anyone and will gladly show them pictures of my roof broken rafters and bowing included!!!! My 12,000.00 dollar roof was put on broken rafters and I will seek legal assistance if I have any damage to my home persons and furnishings caused by their half assed job!

  

  Business response

  07/05/2022

  Business Response /* (1000, 5, 2022/06/15) */ The area we replaced wood is not in the area of your broken rafters. We did do what our paperwork stated. We replaced bad decking. The decking in the area you are speaking about was there before we did the roof. We replaced decking on the left rear of the home, not on the front right side. Again if the rafters were broken when we did the roof there would have been a very soft area that would have been very noticeable. The building inspector would have noticed this also. Ridge Top is not trying to get out of anything. If we were in the wrong we would gladly fix anything that we damaged. The problem is we can't fix something that we don't know about. I am here to help. We are all about customer service in this company and we do what is right. We reached out to you after you called that there was an issue. We tried to make arrangements to come out to see the issues per our notes in your job file. I am not sure if you did not get our messages. You took it upon yourself to have the solar company do the rafters. Again we can only fix what we know about. We are here to help, I can't change the past but please let me know what we can do to help the situation. Consumer Response /* (3000, 7, 2022/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Spoke to two different representatives from their company! The first told me he would send an inspector to check out my roof and the broken rafters so they could repair them as his people hadn't fixed all the rafters at time of my roof install! No inspector showed up and a week later I was contacted by Mr. B. whose story totally changed! His people never did that even though my pictures clearly show new decking attached to broken rafters! Will never do business with their company again and will warn others of their shoddy work ethics!

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