ComplaintsforThe Roofing Company

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The roofing company replaced my roof in May of ****. A few months back we noticed the garage ceiling leaking along the borders and the front porch ceiling as well. It filled with water and cracked. One of their employees came out to look at the problem and said he fixed the issue. Apparently the roof wasnt placed correctly. He was supposed to come back to fix the damages on the ceiling and has not. I have called the office multiple times since the end of september and no one has called back or came to fix the damages. I asked to speak to the owner **** which they said will call me back in October and i have not heard of him. When the roofers were placing the roof, a nail went into the ** Unit and they call a company to fix it temporarily UNTIL the new part came because they had to order it. It has been over a year and my ** Unit has not been fixed either! Also, I paid an extra $500 for their extended warranty which seems like there is no such thing as extended warranty, as I didnt receive any paperwork for this. I am seeking a resolution with this business as they seem not to want to fix the damages since have not returned my calls and sent anyone out to fix it and it has now been 4 months!

  

  Business response

  12/11/2023

  Thank you for bringing these issues to our attention.  Since learning of the items that need to be addressed, we have reached out to the homeowners and are in the process of resolving all items.  As of the writing of this email, below is the current status regarding all items in the complaint:

  1: Small leak above garage was fixed on 8/7/23 and garage ceiling was repaired on 12/9/23.

  2: We have contacted the A/C company that was contracted to replace the parts and the work order has been re-instated.  Per the owner of the A/C company, he has reached out directly to the homeowners and is anticipating the part to be replaced by the end of the week.  We will remain in contact with both the homeowner and the A/C contractor to ensure this part of the project is completed.

  3: We have provided a copy of the registered warranty with Certainteed to this response.  A hard copy should have been mailed by the manufacturer shortly after installation, but it must not have reached the homeowners.

   

  We always strive to provide a positive customer service experience and we look forward to closing this one out to the homeowner's satisfaction.

  The Roofing Company of Tampa Bay

• Initial Complaint

  02/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We had our roof replaced 3/2/2020.We had new solar pannels for pool and hot water heater on 3/5/2020.In December 2020, we started so see bubbles and oour Pergo floor starting to warp. In 02/2021 we had a leak detector come and check the flooring and where water was coming from.to warp our flooring as the area was getting larger. I contacted the roofing company and they sent out one of their people and he confirmed the floor was wet under the wood and that they didn't properly attach the flat roof to the shingled roof and water got inbetween and came down wall and under flooring. They said they would take care of it and tried to find the flooring model and stock that we had. Our floor was discontinued in 2012, and 76% our house is connected by the same flooring.They kept putting me off and finally in 12/21 I contacted our Insurance company and they came out and denied coverage because of exclusion for faulty workmanship. I sent the roofing company a certified letter about the denial about coverage for floor and also included their faulty workmanship of not properly caulking one of our gable area with the shingled roof and we got rats in our roof and stunk up our bedroom. I caulked the gable and roof, so no more rats. They said they would get back with me right after the first of the year 2022. They came back with a offer of $1000 by phone but wouldn't put it in writing which I requested.Our floor replacement would be over $15,000. I told them I was getting a lawyer and also turning them into you, and the Better Business Bureau of SW Florida, and they didn't care. I tried to get an attorney but haven't been able to find one to take my case, as it doesn't seem large enough for them, as once I talked to them they never got back with me. Their contractors license # is CCC1328373. I am also turning in a complaint to the Dept of Bus and Prof Regulations. I would be very appreciative on any help or guidence you could give me, as this has gone one for well over a year

  

  Business response

  02/18/2022

  Business Response /* (1000, 5, 2022/02/18) */ The Roofing Company installed a new roof on this customer's home in early March of 2020 and we are now aware that solar panels have since been installed. According to our records, we were notified in August of 2021 about a potential roof leak so we dispatched a technician out to diagnose the problem. The technician found that there was a problem where the solar company installed piping through the roof. Sealant was applied to the area and to our knowledge the leaking has stopped. Also observed at the time was that the solar panel contractor had walked on parts of the ridge venting and caused damage to these areas (they're not meant to be walked on). We also performed minor repairs to these areas damaged by another contractor and did not charge for this work. Due to the nature of the solar system and its installation, there are now dozens of brackets, screws and piping that penetrate the surface of the roof we installed. Unfortunately, The Roofing Company can't be held responsible for damage caused by another contractor who compromised the integrity of the roof system. As noted above, we did perform immediate repairs to mitigate damage and to our knowledge the water intrusion has been stopped. As a goodwill gesture, we also attempted to assist the homeowner with locating their discontinued flooring. In summary, the damage to the floor is not something The Roofing Company caused and it's not something that would be covered under warranty as another contractor has damaged this customer's roof. Pictures are attached for reference. Consumer Response /* (3000, 7, 2022/02/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from the roofing company is not accurate or complete. We had a leak detector person come 2/21 and advise us that the water damage to the floor was coming down the wall and under the flooring. there was moisture shown by his detector behind the walls and under the floor. He said the damage was cvoming from the roof. The damage to the floor kept getting worse when it rained and we contacted the roofing company and they sent out their man who used a detector also and found moisure in the walls and under flooring and some in ceiling. He went on the roof and found that they had not properly sealed the flat roof to the shingled roof and water got underneath and came down wall and damaged the flooring. He caulked/sealed the part where the water was getting under shingles and repaired it. He acknowledge it was their fault and they would repair our floor. I gave them information as to model, lot# and type of pergo we had and they said they would try and find and replace or repair the area damaged. This went on for several months and I kept calling and they said they were working on it. Finally they got Yancey's Flooring to come out and see if it could be repaired as we have the same continuous flooring covering 75% of our house. If it couldn't be repaired o replace the whole flooring would be over $15,000. He said he could find enough to repair the area , but would be $4000 and they didn't want to pay it. Finally 11/4/2021 we contacted out insurance company and they came out and there was still some moisture under the flooring and could be mold also. He check the roof and flound where the roofing company had sealed up an area where the flat roof connected to the shingled roof. Because it was the roofing companys faulty workmanship to not properly seal the two roofs together, they denied coverage as faulty work of a contractor is excluded from coverage. I sent a certified letter to the roofing company showing their faulty work caused the damage and they wouldn't cover the repair or replacement, but said if not properly repaired, the total replacement would be over $15000 for material and installation. I asked tghe roofing company what they planed on doing and they said they would get back with me after the first of the year. I called and they decided they weren't responsible for flooring damage but would offer $1000. I said that was rediculous offer after they acknowledged they were responsible. Their other false statements about the damage caused by the solar company, the solar waS put in 5 days after the new roof, and I asked the roofing company to come and check it out and make sure it was done properly and they sent out their man and he looked it over and said it was ok.they knew when I contracted them to do the roof, that we were having new solar panels put on right after they finished and they came out and check the system. We are not saying the ceiling spots might have been caused by the solar company, but definately the damage to our floor was caused by not properly connecting the flat roof with the shingled roof in one area, that has been verified. We have just taken a couple floor secions up and found some mold. We haven't taken up ythe rest of the damaged area as we thought it would be taken care of by the roofing company. There was moisture still under part of the area in Nov when the insurance person came and used his detector, and he said probably mold also. They also cdidn't acknowledge or explain about not cauking or sealing off where the gable connect to the shingles. We got rats in our attic and when we got them killed , we had stink in our bedroon for about a week. I went up and cauked and sealed the area so we haven;t had any more since. I havbe sought legal advise and now after reading and copying their statement, I think more action may be needed. Business Response /* (4000, 9, 2022/03/04) */ As the owner of The Roofing Company of Tampa Bay, I would like to apologize that you have had these problems with your new roof and solar installation-I can understand your frustration. That said, it is standard practice in the roofing industry that when solar is installed on a new roof, that the roofing company no longer provides a warranty for that facet of the roof. Typically, solar companies will offer a warranty for the area where the panels and penetrations are made. To recap the facts, we re-roofed your home on 3/2/2020. You stated that you noticed bubbling on your floor in December of 2020 and had a leak detector check your home in February of 2021. Our records indicate that we were not notified of any potential issue until August of 2021, 17 months after our installation. That is a very long time to allow wet flooring to sit without properly mitigating damage by removing the wet material and/or drying the area with fans. Our records also indicate that when we were notified in August of 2021, we sent a repair tech out to assess the roof. Our repair technician's notes and pictures indicate that there were several areas on your roof that had sustained damage due to foot traffic and improperly sealed roof penetrations caused by the solar installers. Our tech sealed all the areas that he found that may have allowed water to breach the new roof. It was noted that there were several areas on the roof where the solar was installed that needed to be sealed. We attached pictures of these areas to our last response for your review. In addition, you stated that our supervisor had been called out after the solar installation to check the roof. We have checked our records and found that our supervisor was there while the solar installation was still being done. We have a picture, which we can provide at your request, of one of the solar installers working in the exact location that you are asserting is the cause of the water intrusion. Due to the fact that there were other contractors on your roof and there is documented damage done by these solar contractors, we cannot accept responsibility for any assertion of faulty workmanship. It is my understanding that our repair tech sealed multiple, possible entry points and that there are no more active leaks. As far as your flooring is concerned, we did offer to help you find your flooring-this is something we do for any of our customers who need help sourcing materials or assistance with other trades. This does not constitute any fault or responsibility for payment of such repairs. On your behalf, we were able to locate the discontinued flooring after a great deal of searching. It is my understanding that the total cost for repair is approximately $4,000.00. The Roofing Company did offer to pay you $1,000 towards the repairs as part of our customer satisfaction policy and this offer was rejected. Since the repair is substantially more, I would suggest that you read your solar contract or contact the solar company and see if they offered you any type of warranty on their workmanship. As stated above, it is standard practice for the roofing contractor to not honor a warranty on any part of the roof where the solar was installed. I would be willing to increase our offer to 2,000.00 in order to resolve your complaint, perhaps your solar company would be willing to cover the other 2,000.00. I believe this would be the fairest resolution under the circumstances. If you would like to discuss further, please feel free to reach out to me at my office phone number. **** L. Owner/Contractor The Roofing Company of Tampa Bay Consumer Response /* (3000, 13, 2022/03/15) */ ***Document Attached*** Again the information is not correct as the new owner wasn't advised of what was going on before he took over we contacted the roofing company in March or early April after the leak detector said the damage to the floor was coming from the roof and down the walls and under the flooring. The roofing company came out and chec ked the wall,ceiling in flat roof area and flooring and went on roof and found where they had not secured the flat roof to shingled roof and sealed the 2 areas. He said that caused the damage to the floor. This was no later than the first part of April 2021, as it took about a week to get someone out there. He took pictures and showed them to us. This has nothing to do with the solar panels or piping. In August 2021 we called again as there was water spot growing in the ceiling of my office and big bubble in our family room. They came out and sealed the areas. I then again in Nov that the leak in my office ceiling was getting bigger, but they claimed it wasn't. We kept going back and forth on the flooring they acknowledged was their fault, and our home owners claims adjuster said the same thing about the damage coming from improperly not sealing flat roof to shingled roof. I am trying get pictures and report from him to prove my claim. I am sending a couple recent picture of area. And these have nothing to do with the one the roofing company sent about the solar nail, that is different and deals with the ceiling issues, not flooring. Business Response /* (4000, 24, 2022/04/27) */ ***Document Attached*** Complaint has been resolved, customer is satisfied with result. Please see attached document that has been signed by customer stating such.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The Roofing Company replaced my roof in January 2018. In June 2021, my roof started leaking near the chimney. I had a repair man look at the roof, and he has advised me that when the roof was replaced the roofers cut the stucco on the chimney to insert the flashing. The stucco on the chimney is now compromised and chimney is where the leak is occurring. I have been calling The Roofing Company to have them resolve the issue and they will not return my calls and are now avoiding my calls. Every time I call to speak with Becky, I am told she is on another line and will call me back and I still have not heard from them.

  

  Business response

  01/05/2022

  Business Response /* (1000, 5, 2022/01/05) */ Contact Name and Title: Matt L., Owner Contact Phone: XXXXXXXXXX Contact Email: ****@tampabayroofs.com We received information from the homeowner that there was a leak in the vicinity of the chimney so we promptly sent a supervisor to the home to inspect and diagnose the issue. He found that the stucco walls of the chimney were severely deteriorated, with many large cracks and even a hole. These cracks and openings, where the water is getting in, are well above the roofline and were not part of the roof replacement from 2018. Additionally, the chimney cap is rusted and could also be a potential source of the water intrusion. We advised the homeowner that the leak is not part of the roof, but rather the chimney itself. We suggested that a stucco contractor be utilized to perform the repair and the homeowner declined. Pictures taken 7/22/21 are attached and show that the chimney is in need of repair/replacement. I know this is not what the homeowner wants to hear or accept, but chimney replacement is not a service we perform as a roofing company. Consumer Response /* (3000, 7, 2022/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response is inaccurate. I was advised to find a stucco person to fix the chimney and I did not refuse. They did not have a stucco person, so I was left to find someone on my own. I did find someone and when they came to look at my chimney, they told me I needed to go back to the roofing company because the roofers were the ones that cut the stucco on my chimney to install the flashing and that is the reason the stucco is now compromised and the chimney is leaking. It has nothing to do with the chimney cap. I would not have sought recourse with the roofing company had I not been told this information from the individual I was going to hire to repair the chimney. Business Response /* (4000, 9, 2022/01/20) */ We stand behind our work when it's clear that our work is the source the problem. We have inspected the chimney walls above the area (pictures already provided) where we replaced flashing and the chimney walls undoubtedly have issues. They are cracked and failing due to age and lack of maintenance. We would suggest meeting another qualified contractor onsite along with the homeowner to discuss, agree on the diagnosis, and propose a solution to remedy. We will make ourselves available to get this meeting on the calendar as soon as possible. We are looking forward to resolving amicably. Consumer Response /* (3000, 21, 2022/05/01) */ Please reopen my case. I had a contractor come out and take a look at the chimney. He advised that it looks like the flashing was done correctly, but that the stucco patching job around the flashing was not done properly. I would like the owner of the roofing company to meet with me in person to look at the chimney himself. Business Response /* (4000, 26, 2022/05/26) */ Apologies as I did not see this case was re-opened. I'd be happy to meet out on site with the homeowner. I will reach out directly to schedule. Matt The Roofing Company

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩