Complaints

• Initial Complaint

  10/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  see Attached document

  We hired Jarhead Construction Inc. for our commercial (flat) roofing project. ***** ** came out several times to discuss our options. He mentioned that our situation would be an ideal candidate for a ******** roofing system. We had never heard of ******** before; and he informed us that it is a “green” (more environment friendly) two-part epoxy application that would not require a complete tear-off. It was used to protect and seal acid frac tanks, water reservoirs and to line oil tanks. He said, it had a similar lifespan and warranty to that of epdm, tpo etc. Up to (20) years with a UV top coat application. Note: This was presented to us as an alternative Roofing System – not a simplistic roof coating that we hired Jarhead to apply for $50,000?
   
  ***** ** did a thorough adhesion test, which it passed and continued with his preliminary protocols. He brought his uncle **** ** out to review our roof and we took them over to the North (C-Tower) section. C-tower (North side of building). We reviewed, in extensive detail, with *****., prior to execution. We told him, this product sounds good in theory; but the roof MUST look new when it's completed. We asked him about the buckles? ***** informed us that Jarhead would cut these sections out, professionally repair; by adding iso bd, then epdm, reinforce seam transition and apply a smooth layer of ******** over top – resulting in a unified and completely smooth roof. We then, asked him about how Jarhead would remedy the delamination at the parapet walls? We reiterated the importance of the existing substrate being "tight".  He informed us - Jarhead would professionally secure prior to coating with ********.  We immediately addressed (again) the importance of this while Jarhead was installing and asked why it didn't get executed? ***** said ,"he was not on site that day". Note, ISO was not used on any part of the roof as outlined in the contract prior to the install.  (Again, this was discussed in Great detail). Unbelievable - None of this was executed? (refer to photos)
   
  We then; directed them to a few existing “ponding” areas – to understand how they were going to address? ***** informed us, that they would fill these areas in with iso bd, and epdm (similar to the C-Tower detail) and apply a smooth thickness of ******** over top (again, reiterating that it will look like a new roof when they’re finished). We, also, addressed many other details at this point; like – gaps under existing coping and gutter edges. ***** said, they will “wrap”, reinforce, fill and use term, bar where needed for these areas. None of this was done? (refer to photos).
   
  Jarhead started the roof at the end of July 2022. There was a delay with the West end coping/cap? Cap didn’t get installed until October? Because of this (along with other poor workmanship and negligence) we had water getting into the parapet corner – damaging the A3 ceiling, walls, as well as, the A2 apt. below.We communicated to Jarhead that the C-Tower and ponding areas (among other areas) were not acceptable and at this time ****** **** sent us an emailing stating that they would be finishing the job in the Spring of 2023 and these areas of concern would be addressed at that time. A couple of months later (February 2023) the C-Tower roof started leaking where the buckling wasn’t finished as Jarhead stated it would be, and apparently completely “blew-off”? We called ***** and he informed us he was no longer with Jarhead? He, did, come out (not urgently) and cut-out some of the buckles and poured some more ******** on leaking area. Which visually looks terrible (refer to photos).
   
  Soon after that the West corner (where the ponding was occurring – that was ignorantly neglected) started leaking badly (we had a Tenant move out). We contacted ***** again – it took a couple of weeks? They said, they didn’t have any product? But, in July of 2023, he brought a couple guys and started repairing the active leaking areas. By this time – we were noticing that the product was cracking, splitting and peeling in many areas.
   
   
  In March of this year (2024) we were contacted by our Tenant in B3 (B-Tower) that water was leaking through the kitchen ceiling and running onto the kitchen and mahogany wood floors. We contacted ***** immediately – which she relayed to **** – and, he relayed to *****. ***** came-out on April 9, 2024. By this time our Tenant moved-out due to being stressed-out over the leak.  ***** used a seam sealer (***** ******) to fix several cracks and splits over the B-Tower. I asked him what about all of the other areas? He replied, “he was, just, going to patch the B-Tower”.
   
  At this point we contacted **** ******* (Technical Director) at ******** and sent him pictures of all of the problem areas. We wanted to know what needed to be done with the C-Tower and other areas that we were having problems with?
   
  ***** ***** (President of ********) flew out (from AZ) on April 19, 2024; did thorough testing and confirmed the situation. He performed a core sample and concluded that the roof was not compatible with the ******** system. He metered the thickness of application: results were .010” and should be .030” – resulting in 1/3rd the min. thickness required. ***** noted thousands of bubbles in the epoxy (during curing) that indicates that the substrate surface at the time of application was not prepped properly. He pointed out all around the coping perimeter should be reinforced and sealed and was not? Also observing, a lot of commercial NRCA roofing detail standards that were not performed and/or simply ignored?
   
  On April 20th 2024 we sent an email to ***** ****; outlining all of the issues and informing Jarhead that ***** ***** did a site visit and relayed his findings. (Thought they would insist on being present)? There was no response. We, then, called ***** several days later, and she did not have any solutions and said, she would have to call us back? We followed up again, but never received a call back, or reply?
   
  I called ****** **** on June 28, 2024 to see if they were planning on addressing the failing roof? He explained that every ******** job they have done has “failed”. He seemed very irritated having to, even, talk to me. “That they had already sent people out several times”. The only repairs done where the ones directed through them – which they relayed to **** – who, then, relayed to ***** ** We don’t know or should need to know how their relationships all tie together. However; ***** **** is trying to state that other roofers did repairs. This is FALSE. Again; the only person/s that showed up to do any repairs was Mr. ***** on Jarhead’s behalf. Assuming at Jarhead’s direction as stated in previous paragraph. We have been ignored continuously, hung up on, screamed at (by Mrs. ****). When asked what we were going to do to remedy this, the answer was; “WE WHO?!!!” over and over again, then simply hung up. We followed that conversation up with an email, again requesting resolve. See Exhibit ___We have not received a response to date. It was very evident Mrs. **** has no intention of making this right.
   
  It is absolutely disheartening that doing the right thing isn’t anywhere on their radar. We’re starting to feel “Played” out of $50,000 – this is becoming an absolute nightmare. The roof is continuing to leak even as we are trying to mitigate as we go. Sadly the splits and openings are ongoing.
   
  ****** mentioned, “we’ve had other people on the roof”. Yes, we have had other roofing Contractors out to give us bids on replacing the failing roof as we can’t, just, let it continue to split-out & leak? These were bid visits only, not repairs. They too, are baffled, on why Jarhead isn’t rectifying immediately? Comments like. “you spent $50,000 on … this”? Or, “the new cap is installed wrong”, or “they didn’t use any term. Bar and these ends are wide-open”. However, we don’t have another $50,000 to spend again; nor are we going to “eat” a failed $50,000 roof?
  
  It's, also,  been brought to our attention that Jarhead  purposely tries to overbill. This is a tactic used as leverage for warranty/disputes etc.  There were "extras"  (unforeseen conditions) initially put into the Proposal; but, ***** assured us that the job will not exceed $50,000, and would make appropriate adjustments to the invoice upon completion.  We currently have <$8200> of interior damage and will, most likely, increase until roof is corrected and completed. So, it would be disingenuous of Jarhead to use this excuse.
  
  

  Customer response

  10/04/2024

  Jarhead  already has the photos and are very familiar with what's going on, they're blaming ******** (the epoxy product/coating company). But, that's a battle between Jarhead and ********? Strangely, they are not communicating with each other at all?  Meanwhile, we're the ones in the crossfire sitting with a "botched" roof? ... It appears, Jarhead doesn't know what to do about fixing? $50,000 later; apparently, our burden to bare?

  We submitted a detailed report to their ****** **** ******* with photos etc. (But, it doesn't appear they have "faulty workmanship" Insurance). Making this a bigger nightmare for us.

  A Forensic Engineer (Commercial Roof Specialist) inspected; concluding installation was poorly executed and many corners cut.

  

  Business response

  10/09/2024

  It is important when reading this complaint to understand the following facts: the ******** had a roof leak that damaged their interior PRIOR to filing an insurance claim on their building. They received a significant amount of money to REMOVE and REPLACE their roofing system. When they called Jarhead, they noted they had interior damage caused by a leak, received insurance money, but didn't want to spend it all on replacing the roof but in fact wanted a coating over their existing roofing system to extend the life of their current roof so that they could sell their building. They elected to have a product called ******** which is a coating that is applied over the existing roofing system much like a paint. The ******** were explained that the roof should be removed and replaced and OSB boards should be removed and replaced but they insisted on a coating, citing that they didn't want to put "any more money into this building and "it is the new owner's problem." They have clearly not repaired their interior or sold their building. They have called Jarhead and we have been out several times to address their complaints but they have also had several other contractors on their building to "make repairs." As they noted, they have not paid their bill, they do not have a warranty on workmanship but Jarhead has responded by coming to their property and honored our workmanship for even longer than what a warranty would have given them. However, there is never a warranty given by Jarhead on the product of ********. A warranty given for the product would be given by ******** itself. A warranty had it been given to the ******** had they paid their bill several years ago when the coating was completed, would have been voided when they had other contractors performing work. The ******** have contacted our liability insurance, our bond, and an attorney, all of whom when given information like this from Jarhead have stated Jarhead is not responsible for the long winded complaints from a roofing coating installed two years ago with unaddressed interior damage.

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