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Complaint Details
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Initial Complaint
01/29/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Signed a contract with Duncan Roofs 8/31/21 for a new roof for my home (homeowners insurance required me to replace my roof). Actual work started 12/10/21. I was contacted on 12/15/21 to say the roof was completed. Mr. D. came to my home on 12/16/21 to collect payment in full ($20,824.26). I discovered on 12/18/21 that the roof was not completed (2 sections not shingled, some wood not replaced, flashing not replaced). After I had my pool cage moved by another company on 12/27 (per Duncan's request) they finally finished shingling the roof on 1/14/22. The flashing still has not been replaced and I had to hire another company to replace several pieces of rotting wood. I also now have no homeowners insurance and can't proceed until the roof is complete. I have a chain of emails with Duncan and the owner has been here several times, but I still have no date as to when the flashing will be replaced. I also have concerns about the quality of the work that been done (i.e., flat roof sinks indicating possible rotting wood). I would like the job finished ASAP and reimbursement for extra expenses and partial reimbursement for re-nailing.Business response
04/25/2022
Consumer Response /* (3000, 13, 2022/03/02) */ ***Document Attached*** The company did contact me after we filed the complaint, but only to say that he felt that I made him look bad. This complaint remains unresolved. He is now claiming that it will be an additional expense to make the requested repairs (which was never mentioned before); he also seems to be changing the story as to what repairs need to be made and how it would be done. He has made no proactive steps on replacing the flashing (despite previously agreeing he would do so). For reference, I have attached the most recent email correspondence. Business Response /* (4000, 20, 2022/04/19) */ Mrs. ******* wants the wall flashing replaced. As I have explained to her numerous times, we do not routinely replace wall flashing as part of a roof replacement provided it is in good condition, as Mrs. *******'s flashing was. If, however we find the wall flashing is in need of replacement, we advise the homeowner and if that work will damage the counter flashing, that will need to be replaced also. Since that work is not included in the original contract, there is an additional charge. Mrs. ******* has pointed to a statement in our proposal/contract which states "....new lead stack flashing,....". I have explained to Mrs. ******* that lead stack flashing is the flashing on the plumbing vent stacks, and they were all replaced. The last time l was at the home, the wall flashing in question has certainly been abuse, however, it didn't appear to require replacement. The big issue is that to replace the wall flashing will require replacing the eaves drip above it. That eaves drip was mopped in with the cap sheet of the flat roof deck. Replacing that eaves drip would be a laborious and therefore an expensive matter. Furthermore, the cap sheet of the flat roof that is mopped over the eaves drip would have to be cut out and a section of it replaced. That would create a "back lap" situation that is avoided whenever possible. I've further explained to Mrs. ******* that if there is a fault in the flashing that is not visible at this time and it creates a leak in the future, it could be addressed at that time.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.