ComplaintsforPit Crew Roofing, LLC

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After my home owners insurance was dropped, I had a hard time finding a new insurer because my roof was too old. I contacted ******** Roofing in mid January about getting a new roof in place before my insurance lapsed in March, 30.On several occasions, both verbally and written, they had indicated that they could get the roof installed in 2-4 weeks, which is one of the reasons that they won the contract.The contract was signed on January, 25.I contacted them in writing almost 9 weeks later, after not having heard anything from them in the mean time. What followed was a series of emails that, on the surface, seemed apologetic and in good faith. When I started to question the details that didn't add up in their responses though, the responses started to become slower and answers to questions became evasive.On the 81st day, a Monday, with no warning the week prior, the crew showed up and started its work.While the craftsmanship *seems* to be fine (I'm not a roofer, myself), it's now been over three weeks since they started and two weeks since I've seen or heard from anyone.The last section of the roof is waiting for some panels that the roofer had been "shorted" by the manufacturer.At this point, it's become obvious that they deceived me to get me to sign the contact. The only imaginable alternative would be that the manufacturer grossly misjudged their ability to produce these panels, which I doubt.I have most of my communication with them in writing, either text/sms or email. I've paid half of the ~52k that the roof will cost.

  Customer response

  05/14/2024

  The storms from last night have resulted in water leaking into my attic as well.
  

  Also, I tried attaching a video of the water leaking out of my attic, but when tried to click "Proceed", the browser developer console spit out the following error:

  Mixed Content: The page at '*******************************************************************************************************' was loaded over HTTPS, but requested an insecure form action '************************************************************************************************'. This request has been blocked; the content must be served over HTTPS.

  

  Business response

  05/20/2024

  My name is ********, the owner of ******** Roofing.  I was advised of the homeowner expressing his initial concerns with why the roof had not been started and that he would like to speak to someone in management.  Within 24 hours, I responded with the below email to the homeowner.  I explained the delay in roofing as well as our apologies and laid out a path for the job to move forward.
  
  
  ******** communicated on 4/2, 4/4, 4/5, 4/9, 4/10, and 4/17 as promised via email directly with the homeowner, an average of one time a week.  ******** also called 12 times during April, an average of 3 times a week.  We are doing the absolute best we can to make the homeowner happy and comfortable with an average of 4 points of office contact a week. 
  
  
  Unfortunately, while unloading the metal panels at the job site, the manufacturer messed up some of the new metal panels causing ******** to reject those damaged panels.  The manufacturer provided free replacements to ******** after a delay that caused us to have to pause the roof installation for an extended amount of days. We did visit the home every few days to check the yard and roof during this time. 
  
  A large storm did indeed blow in during the time we were delayed, waiting on the damaged panels.  A very small amount of fast moving water did whip around the exterior edge of the roof and come out the exterior vent a foot or two away.  We were on site the next day and took care of all issues relating to this matter. 
  
  
  ******** has also approved a change order for nicer ridge cap at no cost to the homeowner.  We have installed the roof, hurricane straps, and gutters. The only remaining item at this time is the upgraded ridge cap that we are doing at no cost to the homeowner.  We are awaiting the trim from the manufacturer and expect it soon.  We are looking forward to the homeowner seeing the finished product and his ultimate satisfaction!
  
  
  Email to Homeowner on 4/2 from ******** Owner:
  
  
  My name is ******** and I am one of the owners here at ********. First, I want to apologize for the roof not being installed as quickly as we normally install roofs.  It is never our intention to have a client feel ignored and I believe this is how we have made you feel.  We will do better starting right now with this email and thorough explanation of where we are currently and how we get to your final roof completion.
  For most roofs ******** has a variety of suppliers to choose from.  The premium aluminum rib panel roof however is only available from one manufacturer in the state.  It is the most restricted product line that we have, as far as the quantity of manufacturers to choose from.  This is due to the state approval needed in both a high velocity wind zone and a paint finish that can stand up to the amount of salt content in Brevard's air combined with the machinery and equipment used to make the specialty panel.
    That being said, ******** has ordered the metal and is currently awaiting the arrival of the panels.  When we followed up with the panel manufacturer this morning we were advised that the coil they need is currently at the paint applicators and is not scheduled to arrive to them until April 12th.  Without the coil the manufacturer cannot provide ******** with the required panels.  

  
  Kind Regards,
  
  *****************************
  
  *****************************, Licensed Qualifier
  ******** Roofing, LLC
  ********************************************************************
  *********, *******; 32935
  ************ Office

  Customer response

  05/21/2024

  My main concern at this point is that the crew that showed up to finish the roof was an entirely new crew, including the crew lead (if that's the official title). I assume that they were unaware that the panels that were set aside were damaged and they used those first, not unwrapping the new ones until the damaged ones were used up. Unfortunately I was inside working while they did this.

  Upon asking the crew lead about this at the end of the day, when the job was mostly done, I got an answer along the lines of "they weren't that damaged". I've hired an inspector to look at things, in hopes of the "damage" on these panels being minor cosmetic damage. I sincerely hope so because this saga has drawn out long enough at this point.

  On a side note, the bounty of emails that were sent in April didn't come until I sent them a strongly worded email on 3/31. Between 1/30 and 4/2, I received exactly two correspondences from ********* 1. an email requesting a review of their work, which hadn't even started (!!??!), and 2. a text message on 2/2 requesting me to confirm my color choice for the gutters.

   

  Customer response

  05/21/2024

  I'm confused by your message. Also, when I click the link in the attachment, nothing happens.

  Customer response

  05/24/2024

  Wait, I'm confused. If I click to reject, do I have an opportunity to tell them why? The ** doesn't give any indication.

  Customer response

  05/24/2024

   
  Complaint: 21670998
  
  My main concern at this point is that the crew that showed up to finish the roof was an entirely new crew, including the crew lead (if that's the official title). They seemed not to know that the panels that were set aside as damaged were deemed as such by the previous crew. They started finishing the roof with these panels, only unwrapping the new panels once the damaged ones were used up. Unfortunately, I was inside working while this happened.
  

  Upon asking the crew lead about this at the end of the day, when the job was mostly done, I got an answer along the lines of "they weren't that damaged". Sorry, I can't remember the actual wording. I've hired an inspector to look at things, in hopes of the damage on these panels being minor cosmetic damage. If that's the case, I'll be happy to accept the response from the business. I expect the inspector here within the next few business days.
  

  On a side note, the bounty of emails that were mentioned in the response didn't come until I sent ******** a strongly worded email on 3/31. Between 1/30 and 4/2, I received exactly two correspondences from ********: 1. an email requesting a review of their work, which hadn't even started (!!??!), and 2. a text message on 2/2 requesting me to confirm my color choice for the gutters.
  
  Sincerely,
  ***********************************

  

  Business response

  05/29/2024

  ****************,
  
  We are trying so hard to please you and it just seems not to be possible.  It was not a new crew.  The daily lead was different.  They absolutely knew what was going on.  We did not use panels that were damaged.  Those are at our shop.
  
  The work was completed by our crew and inspected today by ****, our production manager.  I am under the impression that you were happy when he left.  We are happy to meet with your inspector as well.  Simply let us know a date and time that works.   Once again, I apologize for the inconvenience and appreciate your understanding and patience as we work to resolve these issues. If there's anything else we can assist you with, please don't hesitate to reach out.

  Customer response

  05/31/2024

  Complaint: 21670998
  
  I've attached some images. The first two address your claims
  
  1. 2024-04-22 - this image was taken around the day the majority of the roof was completed. You can see the panels that pit crew rejected as damaged. You can also see that these are the only panels left on the lawn.
  
  2. 2024-05-15 - this image was taken around the day the majority of the rest of the roof was finished. You can see that the panels that were set aside in the previous picture were used and that the panels across the driveway were still partially wrapped. In fact, the person who picked up the excess panels after the job was done had to unwrap some of them to load them into his trailer.
  
  Was I happy with the work after **** left? Yes, knowing that I would have my own inspector coming to iron out the contradictory communication between
  
  1. ********, on the record in this BBB  correspondence, stating that some of the panels had been set aside as damaged
  
  2. The crew that installed the first set of panels telling me the same thing directly
  
  3. **** telling me otherwise, in spite of points 1 and 2.
  
  left me feeling more relaxed about all of this.
  
  Were there two different crews installing panels? I'll continue to assert, yes. I spoke with the first crew of installers on several occasions and, while they favored Spanish as their language while they worked, they spoke English very well. The second crew on the other hand did not. I'd like clarification on why they chose to use the panels that they set aside as damaged though, if you insist they were was the same crew.
  
  Furthermore, when the second crew started installing panels that day, **** showed up about an hour later, by which time, they had already installed the damaged panels. Again, I should have caught this, but I was busy with work.
  
  Actually, I don't even know why you're writing me at this point. I stated in my previous message that I had my own inspector coming out and, barring any red flags from him, that I'd be happy to accept this as settled. I've also communicated this to **** and *****. Because of the holiday, it took the inspector until Wednesday to get out here.
  
  That brings me to my final point. The inspection was mostly fine, but he did note the following:
  
  1. Using an infra-red camera, the inspector was able to see some residual moisture from the leak in the attic, both outside and inside the house. We actually have water stains on the ceiling, inside the front door (see the attached picture). Being residual moisture, he indicated that things should dry up and that we shouldn't have any problems with mold. As long as the stain inside doesn't get any worse, indicating continuing leakage, I don't think we need to address it.
  
  2. There was one panel that he did consider damaged enough to warrant getting it touch-up painted (see attached image). He said it looked like the type of damage when someone "keys" your car. Since **** had indicated that he wanted to come out and touch up the vents on the roof anyway, I think he can address this while he's at it.
  

  Let's get the touch-*** in point 2 addressed and the wind mitigation done, and then I can accept this as resolved.
  

  
  -- ***********************************

  

  Business response

  06/10/2024

  Im not sure why this is coming up as a new complaint.  Please assist in combining it with the original complaint.  We are waiting for a special roof paint touch up pen from the factory that will be to us by this Friday to complete his project.  

  Customer response

  06/11/2024

   
  Complaint: 21670998
  
  Agreed, this isn't a new complaint. When the remaining touch up paint has been completed, we can close this.
  
  Sincerely,
  
  ***********************************

  Customer response

  06/25/2024

  I've got the business reaching out to me on the side, trying to collect payment, although things haven't been resolved here. Let me know if you need screenshots of the conversation.

  

  Business response

  06/27/2024

  The email and text **************** provided was prior to anyone knowing there was a disruption in the supply chain.  In fact, they were sent prior to the client selecting a specific color and were generalizations.
  

  ********s Terms & Conditions, that **************** signed, address this issue up front.   Contractor shall not be liable for any failure to perform its obligations due to any disruption in the supply chain or inability to receive parts, materials or supplies.  

  There is absolutely nothing ******** could have done about the supply chain issue.  We were unaware that the coil the manufacturer needed would not arrive in the normal timeframe and that it would be delayed.  The manufacturer was unaware the coil wouldnt arrive until it didnt arrive.  All work is complete.  We are currently waiting on the client to pay the bill.

  
  

   

  Customer response

  07/17/2024

   
  Complaint: 21670998
  
  The bills was paid on 7/1/2024.
  
  Sincerely,
  ***********************************

  

  Business response

  07/17/2024

  Here is ******************** signed certificate of completion.  I believe he is not happy.  Thankyou - ********, ******** Roofing

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted with ******** roofing Oct. 2021 and they completed the work and were paid in full. I recently had to change my homeowner insurance and had a 4 point inspection done. The inspector pointed out the rows of nails in my screened porch area that are not into the rafters. when we looked at the wind mitigation report also it was suggested I have an independent roof inspection done. The roof inspection report says there are excessive amount of nails that held the sheathing down to the truss that missed and did not secure the sheathing properly. Recommendations were to have a licensed roofing contractor evaluate and renail the truss and replace roof covering as necessary. I attempted to contact ******** roofing with no response.

  

  Business response

  10/19/2022

  Contact Name and Title: *************************
  Contact Phone: **********
  Contact Email: ************************************
  We are happy to repair the issue as needed. This is the first notice from the homeowner about this matter and it will require a site visit by our production manager to resolve. We have made several attempts to schedule a site visit but have been unable to reach the homeowner. Any assistance in this matter would be greatly appreciated!

  Customer response

  10/19/2022

  ***Document Attached***
  
  See Attachment/File: ***************___*******_Citizens_Roof_Inspection_Form_ 1.pdf

  Customer response

  10/21/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have received one response on 10/20/22 from **** in **************** after they refused to speak with me last month ad have scheduled an appointment for **** to look at my roof on 10/25/22 with no promise of action. I will follow-up after the appointment and if work is to be repaired by them to resolve the issue indicated in the independent roof inspection I want a follow up independent inspection done to verify the issue is resolved.

  

  Business response

  11/04/2022

  ****, our production manager, was able to meet with the homeowner yesterday, November 3rd. We have wood/metal scanning equipment that arrived today. Next week, at the homeowners convenience we will scan the areas in question to determine what needs to happen.

  Customer response

  11/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I met with **** on Tues. the 8th. He brought the device described in Pit Crews response and it did not detect nails in the trusses. He will meet with the powers that be on Monday Nov.14th and inform me of their plan.

  Customer response

  12/21/2022

  Contacted the consumer and it was mentioned that the business Resolved the complaint to their satisfaction.

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