Complaintsfor1st Choice Roofing, Inc.

• Initial Complaint

  04/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July of 2019 we had a roof replacement done by 1st Choice Roofing on our flat roof . About 6 months later we called and asked someone to come out and examine the roof because of large amounts of water ponding . A 1st Choice tech came out and assured us the roof was totally fine and nothing to be concerned about. We called about this complaint well within our warranty period. We recently accepted an offer to sell out home. A home inspector failed the roof that was replaced by 1st Choice. Per the inspector the roof shows severe deterioration caused by water ponding. We had a 3rd party licensed roofing company in Pasco county come out and give an opinion. They agreed that this roof is beyond repair and needs a full replacement. They agreed the damage was caused by water ponding . Both inspector and other roofer agreed this roof was never sloped properly and it is not level. We called 1st Choice on 3/31 and spoke to ********. She scheduled an appointment for someone to come out on Wednesday 4/5. I said great but I need a call back from an owner/supervisor. This roof is stopping the sale of my home and I have 2 professional opinions that this roof was poorly done . I stressed I need this matter resolved quickly because the sale of my home in pending on this roof . I did not receive a call back on 3/31. I called again 4/3 and no call backI called again on 4/4- no callback. On 4/5 a tech named **** came out to inspect. He stated he had several concerns and would pass the info on to *** and we would get a call back that day. No callback. Today is 4/6 and no callback . We paid $3900 for a new flat roof in 2019 and expressed concerns within 6 months. It looks like we will be paying for a *************** in 2023 because 1st Choice has yet to offer us a solution on the poor quality work that was done in 2019. Attached is the inspectors report and photos showing the damage caused by the water ponding. I cannot stress enough to find yourself a different roofing company.

  

  Business response

  04/17/2023

  This customer was given several options to remedy the ponding problem they were having at the time. The best option would have been to add tapered insulation to help alleviate ponding water. Since this option is very labor intensive and requires expensive material it is significantly higher in price than the option this customer chose. Even this option cannot guarantee success in removing all standing water. This is called a flat roof because the slope is extremely low therefore water does not shed off these roofs after it rains. Our technician did examine this roof as requested and did not feel that ponding was an issue because it did not meet the definition of ponding water at the time. The industry standard for ponding water is water that remains after 48 hours without rainfall. The amount of sunlight and/or shade also contribute to amount of time water will remain on the roof. Since the technician did not see an issue he explained to the homeowner that everything was ok. As for being poor workmanship please refer to the pictures of the installation and you will see that there was a significant amount of wood repair on this project. Much of the ponding was caused due to the wood being very rotten, settlement of the trusses, and years of standing water. The workmanship completed was great and not once has there been a leak which is covered under the warranty. We understand the homeowners frustration however, we are not responsible for replacing this roof.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a house with a roof installed by this company, when the home insurance company inspected the house it was found that some shingles were buckling, they took pictures of the issues and cancelled our policy until the issue is fixed.The roof was installed by this company November 2017 and the warranty should be valid for 10 years.We called the company more than 10 times asking them to send some one to check the issue and either fix it or submit a report to address the issue raised by the insurance company, every time we call the front desk will tell us she will check with her boss and let me know.Then instead of sending someone they just said that this is normal high truss and that the roof is okay. The insurance company of course declined this reply which I understand since the reply didn't include any pictures or explanations why this is happening in certain parts of the roof, it was mainly a letter saying "All is good" which no insurance company will accept. The purpose of this complaint is to get this company to respect the binding contract, and honour the warranty on the roof, another complaint will be filed with DBPR if they kept dragging this issue further

  

  Business response

  01/11/2023

  There are a few issues with this complaint that contribute to it being unwarranted. The contract that was provided to the BBB by the complainant is not in this complainants name. This person did not purchase any services from our company.  The original customer who purchased the roof system did not elect to purchase a system that included a transferable warranty. With that being said we did try to help the new owner of the property by sending a letter to explain that the issue was not due to the roof system failing but it was a high truss that was caused due to settling of the dwelling. This is not an issue that would fall under our or the manufacturers warranty as it is not due to product failure or workmanship. High trusses are a common occurrence and rarely affect the performance of the roof covering. We explained this to the complainant but he was not satisfied with that answer and felt that this structural issue should be our responsibility. The complainant failed to send the BBB the contract in its entirety so we have taken the liberty to provide the remaining portion of the contract to explain our position. We have attached the back side of our contract (contract with previous owner) that states in item #** that we are not responsible for dips or bows in the roof. Item #8c damage due to settlement is a limitation of the warranty and not covered. Even if the original purchaser of the roof system would not have been covered for this issue as it is structural due to movement of the roof trusses and sheathing. Unfortunately the complainant is directing his frustration at the wrong company and should consider taking this up with the insurance company or discuss why the issue wasnt addressed by his home inspector when he purchased the property. 

  

  Business response

  01/12/2023

  Please let me know if you received the file

  Customer response

  01/12/2023

   
  Complaint: 18658566
  
  I am rejecting this response because:
  The warranty section in the contract is covering the owner of the property it is not addressing a certain individual, neither does the contract say that the warranty is non transferable.

  I attached the "document" that this company is saying they provided, it doesn't have any explanation/details/pictures nothing.

  You need to send someone to the property to check the issue and then create a report with findings and proposed solutions, you received thousands of dollars so at least have some accountability to service your installation.

  Once I have a complete report we can then decide if this is your issue or insurance issue.
  Sincerely,
  
  ***********************

  

  Business response

  01/18/2023

  We are willing to send some to the property to re-examine the issue, take pictures, and provide an acceptable explanation for this customer to provide to his insurance company. Please send correspondence to ***************************************** and we can set up a time to visit the property. 

  Customer response

  01/27/2023

   
  Complaint: 18658566
  
  I am rejecting this response because: I emailed them on January 19th as they instructed but I didn't receive any reply
  
  Sincerely,
  
  ***********************

  

  Business response

  01/30/2023

  We sent an email on Thursday January 26th to schedule the appointment. I have uploaded a screenshot of the time stamped email that was sent. He has been on our schedule for this Friday pending his confirmation. Its apparent that this homeowner is determined to tarnish our reputation and we will likely be unable to satisfy him. Since he was never our customer to begin with and his issue is a structural issue we will accept his rejection and agree to disagree at this point in time. We wanted to help him in good faith but a satisfactory outcome seems unlikely. Thank you to the BBB for your help in the mediation process. 

  Customer response

  01/31/2023

   
  Complaint: 18658566
  
  I am rejecting this response because: Your email went to the junk folder that's why I didn't see it and still it was 7 days after I sent requesting an appointment so it not like you replied in a timely manner, I'm determined to get the issue fixed, I didn't choose to deal with you I was forced to
  
  Sincerely,
  
  ***********************

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