ComplaintsforVesta Services LLC

• Initial Complaint

  10/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vesta Home was retained to repair the roof of my home in September 2022. The roof was installed on Sept 21, 2022. In January 21, 2023 I noticed what was a water spot on the ceiling of my newly remodeled kitchen, following a heavy rain. I contacted Vesta and they sent someone out to inspect the roof. The person did not go on to the roof, they went into the attic and identified a vent that had a clean-out hole and said the cause of the water spot was from the vent. Because there was no rain at the time, I was not able to confirm this to be true. Eight months later, during several days of heavy rain, I noticed water pooling in a can light in my kitchen. I then went into the attic, took pictures and a video and was able to identify the source of the leak was the roof and not the vent/duct. I contacted Vesta and they sent someone out the same day. After further inspection, the Vesta rep noticed a hole by the newly installed roof vent. This leak existed since the roof was installed and there was a long a prolonged water leak from Sept 2022 through Sept 2023 in my attic. My wife started experiencing allergic reaction and breakout in hives beginning in Aug 2023. After getting air quality test for mold we discovered the the persistent leak in the attic over the year caused mold. I have evidence of the mold and my wife's urine analysis tested positive for elevated levels of exposure to mold. As a result, I've had to do mold remediation to which I am seeking reimbursement for the cost and potential costs for medical treatment for my wife. To date I've incurred costs for Mold test $609, + $2,513.14 for ************ mold remediation kit, plus $598 for Air Duct Cleaning required before mold remediation, plus damage to the ceiling. I did the remediation and am requesting reimbursement for my lost time at $100 X 8.5 hours. Vesta refuses to refund me the cost when the mold was a direct result from the hole left on the roof. I am seeking a speedy resolution.

  

  Business response

  10/31/2023

  Please find attached some documents and warranty information along with supporting photos of our position in regards to this complaint. We greatly appreciate any and all feedback as it makes us better and helps us improve as an organization. We take all feedback, especially negative feedback to heart and apply ourselves to remedy and resolve the issue as soon as possible. The customers satisfaction is of utmost importance to us, and we have taken your feedback seriously.
  
  After a thorough review of the warranty claim, we reported to the customer that we have successfully addressed the specific warranty issue reported. Our team has taken the necessary steps to ensure that the roof is in good condition, and we believe that they should not encounter any further issues related to the original concern brought forth. We were originally notified of a potential issue in January of this year, we serviced this call and advised the customer that they had an issue with some of the roof ductwork which while it is adjacent to the work we completed it is not part of the roofing system itself and therefore not warrantied. We counseled them at this time that the roof was in good working order, that no moisture or issues were discovered to the roofing structure itself or any of our workmanship and that - in order to prevent further issues - they should fix the hole in the ductwork which leads to the roof vent. Pictures are attached to support and justify. At this point the homeowner was satiated and just as when we had completed the project several months prior in the previous year they were satisfied with out work and craftsmanship. Recently, where this complaint arises from, the customer reached out and said there was another leak they were experiencing issues with. After expressing our condolences we sent them communication asking for photographic documentation before we sent one of our representatives out to evaluate the situation. They sent this documentation and we advised them that it appeared it was the very same issue we apprised them of at the beginning of the year that was still not resolved. However, in due diligence and out of fulfilling our promises and warranty we sent one of our representatives out to address the concerns. They again found that the underlying roof structure had issues and this was causing the new water spots in the ceiling can light, the rep also saw there may be a new potential area around one of the pipe flashing on the roof that could be contributing to this issue. Which at this point they sealed around it to reinforce the roofing system and backup our warranty and protect the product and home. We explained all of this to the customer which at this point they began bringing up financial compensation for the new occurrence. We offered to pay for the painting around the can light and they then brought up potential mold and other issues that could be subsequently involved. They then provided us with an estimate that they procured and said that not only did they expect us to cover mold remediation in their attic but also potential health bills in the future. At this juncture we explained to them that the warranty, what we cover, and are liable for is for the roof itself and not any underlying issues or structures as laid out in our project agreement and the warranty from the manufacturer. All of which we explained to, provided to and executed by the homeowner before undertaking the project. 
  
  To provide further clarity, the warranty we offer and that the manufacturer backs covers specific defects in materials or workmanship related to the roofing project that we completed. It does not extend to issues caused by other factors, such as faulty flashings, improper maintenance, underlying attic structures & components, or improper attic ventilation. If issues arise as the customer is claiming fall into these categories, they would not be covered under the warranty. 
  We understand that this may be disappointing, but we are committed to offering quality work and support for any future roofing needs. The homeowners peace of mind and the integrity of the roof are of paramount importance to us, and we remain dedicated to providing our customers with the best service possible.

  Customer response

  11/01/2023

   
  Complaint: 20765697
  
  I am rejecting this response because:
  

  The underlying cause of the mold discovered in the attic insulation was from the hole in the roof structure near the roof vent they installed. The hole existed from the time the roof was installed until when they were called out to address the issue the second time. During the period of a year since the roof install we've had many weather events that contributed to excess moisture in the attic leading to mold. All previous documentation provided confirms the presence of mold.

  The linl to the first video, shows the duct where they claimed the water "may" have been coming from: ***********************************************************************************

  The next video confirms the water is coming from the roof.

  ***********************************************************************************

  Vesta failed to ensure that the roof was properly sealed around all the vents, came to rectify the problem which I appreciate, but failed to address the mold issue that is a direct result of poor workmanship and prolonged water entering the attic. Anything short of compensating me for the damage roof and cost of mold remediation is unacceptable. Their work is the direct cause... I've been in my home for ****************************************************************************************************************************************************************** the environment. I just want fair compensation for what was a direct result of their work.

  
  Sincerely,
  
  *****************************

  

  Business response

  11/20/2023

  We understand your stance on the situation and have provided the documentation of when in the attic in January that show pre existing issues at this point almost 12 months ago. We are not guilty of what we are being accused of so to pay you for a problem we addressed almost a year would mean we are guilty for a problem we did not cause. Weve completed over 500 installs. Each roof is done exactly the same, with same materials, install methods and warranty. We service everyone the same and work extremely hard at doing the right thing. We are also very sorry for what you and the family are going through during the holiday season and wish the best. Any future warranties we will fully honor and stay committed to our commitment.

  Customer response

  11/21/2023

   
  Complaint: 20765697
  
  I am rejecting this response because:
  

  ****** from Vesta was sent to repair a hole found near the roof vent that he sealed...why?

  Because the hole was the source of the leak. I have an email thread supporting such. Please refer to the evidence provided. 

  
  Sincerely,
  
  *****************************

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