Complaints

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When we built our home the builder used Century Roofing. We have had leaks in our garage and our bedroom which we were told they repaired. We noticed the shingles peeling up in the last few months. At first we thought it was defective shingles ** ***** product. Samples have been sent to *****. Their National rep as been to our home and said it was bad installation. We have had an independent roof inspector as well as 4 local roofing companies to our home and everyone has said the same thing-bad installation. We have numerous pictures including where they caulked cracked shingles instead of replacing, shot nails in side ways instead of straight, did not glue them down correctly and did NOT use any underpayment - just put shingles on bare boards which is where we have had leaks. Now we are having to get a new roof because of their shoddy work.

  

  Business response

  10/23/2023

  This home was built in 2009 and roofed by us in Feb of that year with a ***** ***** shingle. The only leak calls in our system are from Aug 2015 where a pcs of ridge had blown off. then Dec 2016 where a bath exhaust pipe came off n the attic (not a roof issue), we re-attached the pipe at no charge to owner.  May 2019 we caulked some exposed nails where caulking was failing, keep in mind the roof was 10 years old at this point.  Then in Feb 2020 they had a leak in the kitchen where we found that the bathroom exhaust fan vent tube did not vent to the outside of the attic and was filling up with condensation in the cold Feb temps, not a roof issue.  We show nothing in the way of a leak call, or service call for bad installation or material warranty.  ***** does not have a "National Rep"  and the fact that other roofing companies would talk bad about their competition is not a surprise, they want to sell you a roof!

  The roof is now 14 years old and "bad installation" would have shown up long before now.  If the shingles are "peeling up" there is more going on than some underdriven or crooked nails.  Century Roofing stands behind what we do, a simple call to our office to have us come out to look at what's going on so we can address the issue is all it takes.  We haven't been in business for 33 years by not taking care of our customers.

  I would request that the customer email us the inspection reports from the other roofers so we can address what they have said is "bad installaton" and I will contact the local Tamko rep to see if he has any record of his visit.  After i receive the other roofers reports, and If it's ok with the customer i will create a service ticket for our people to come take a look at the roof.

  Thanks,

  ***** *****

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My account number with Century Roofing is *****. The roofing install was started on a rain filled week without my approval of the start date. They turned back the roofing crew after I complained, but still stacked the roof with bundles of shingles. The shingles were stacked improperly, and were not spread out over the entire roof. They were to install a new roof on my home, and my detached garage. Instead of stacking the house shingles on the house, and the garage shingles on the garage, they stacked the all the shingles on the house. That was too much weight on the house roof, that in turn caused damage to the structural integrity of the roof. Now I here popping, and snapping sounds in the rafters all day, and night. Some actually scare me at times as though the roof may fall in on me at anytime. They damaged 3 gutters, 2 window screens, and killed plants. I am still picking up nails months after the install. The appearance of the roof is awful. Damaged shingles, uneven lines, uneven layers, molding damage, and chipped paint. The shingles stayed on the ridge of the roof for 8 days in the wind, and rain, which caused damage to the shingles, and that's why they won't lay flat. That have a buckled look to them. I had 2 roofing companies come out to look at it and I was told the roof needed to be replaced. The roof would have to come of anyway to see what damage was done to the rafters. Durung the install, I could here the roofers dropping bundles of shingles onto the roof, which sounded like a bomb going off. This is the third time I have had a roof replacement, and this was the only time it seemed like a nightmare. Now they think I should pay them $9140.00. The entire project was going to cost $14,300.00, but I stopped them before they could destroy the rest of my house, and detached garage. The shingle must have been old, because the plastic kept blowing all over the yard when they were on the roof, and they had to keep coming over picking up plastic and shingles that had blown all over the yard. On 8/26/2022 1 received a text that they would sue me. I paid $0.00 for this service. I contacted Century Roofing. I have contacted *****, *****, and ***** starting from beginning to end. on 5/17/22 thru 8/7/22, and explained that the service was unsatisfactory. They keep saying it can be fixed. But what they really want to do is piece it back together. I didn't want a roof repair, I wanted a new roof. There is a big difference. They came out two times fixing this, and that but never fixed the issues I complained about from the beginning. Failure to receive an appropriate response to this problem has prompted me to write directly to you. I would appreciate your assistance in resolving my complaint. I would like Century Roofing to perform the service again at no charge. I have copies of my records, including Previous text messages, photos, and voice mails. I look forward to hearing from you soon regarding my problem. I would like to receive a response from you within 7 days, or as soon as possible.. Please contact me at the above address if you have questions or need additional information. I can also be contacted by phone at ************. I may be contacted by e-mail at *****************. Sincerely, ******* * *******

  

  Business response

  10/05/2022

  In response to the complaint filed by Mr. *******, Century Roofing was not allowed to finish the
  installation of the roof. We have stood ready to finish the installation, and address the issues Mr.
  ******* has, but have not been allowed to. In our conversations with Mr. ******* he has made it
  clear that the only resolution in his mind is total replacement.
  The photos provided to Century by Mr. ******* do not show issues that would require the roof to be
  replaced. Mr. ******* has indicated that he hears popping noised even now from a roof that was
  done almost 4 months ago. If structural damage was done to his roof, it would be obvious in that
  the roof would be sagging, and would not be popping. Century loads over 1800 roofs every year in
  the same manor as his with no damage to the structure. We would be happy to look in the attic to
  check for any broken structure.
  Century did indeed damage some gutter, and window screens. The damaged gutters were replaced
  at Century’s expense, and the window screens have been repaired and are ready to take back to the
  job. As for damage to plants, this sometimes happens and is tough to always avoid in that we are
  tearing off massive weight and is even outlined on page 3 of our contract with Mr. *******.
  Mr. ******* has said two other companies tell him the roof needs to be replaced, but when asked
  cannot provide any reports to that effect. Any uneven, damaged, or unsightly shingles can be easily
  replaced. Insurance companies and roofers do this all the time. If doesn’t compromise the integrity
  of the roof system. Keep in mind that we were not even done with the roof yet.
  Mr. ******* asserts that the shingles were damaged by setting on the roof and got rained on. This
  will not hurt the product.
  We have tried to explain to Mr. ******* that none of the issues he is seeing are beyond fixing, he
  simply goes right back to the roof need “full replacement”. We have only billed him for the portion
  of the roof that we have done so far.
  Century Roofing still stands ready, willing, and able to fix any legitimate issues.

  Customer response

  10/10/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ******* *******

  I reject there response. Not only did they perform a poor job in roofing my home, they also damaged some wood moldings, gutters, and screens. They replaced two gutters, but damaged another one on the attached garage in an attempt to unload shingles. The roofing job was going so bad that I had to stop them before more damage was done to my home. It was no way I would let them continue to do the same to my detached garage. ***** came over, and had no problem stopping them, because he could see how poorly the job was going. In his own words he said he could see areas that looked rough. I had three other roofing companies come out to look at the roof. One company said they could repair as much as possible for almost $2000.00. The other company said the entire roof would have to be replaced. They didn't care who did the work, it was just their professional opinion.  If Century thinks I made it up, I have the Company names, phone numbers, and written contracts. 

  Now I see they have sent my account to collections. I never said I would not pay them. I will as soon as all issues are addressed. I was still in talks with a guy named ***** who was supposed to be higher up in the company. He said he had a bad back, and couldn't climb a ladder any more, I said you can stand on tht ground a see the problems, I said just let me know when you can make it out here, and I will make myself available. I never heard from him again. I'm sure he had seen the pics I had sent.

   I asked ***** about the improper way they stacked my roof, and he blamed the guys on the truck who stacked the roof. But the name Century roofing was printed on the side of the truck, they were also the guys that damaged the gutter on the detached garage.

   The snapping, and popping in my rafters are only getting louder, and more frequent. It scares me to the point that one day the roof my cave in. It needs to be looked at soon with the use of some kind of listening devise so they can here the sound it's making. Again, I will pay them as soon as I get my new roof.               

  

  Business response

  10/17/2022

  In response to Mr. *******'s rejection.

  1. If another gutter has damage, we of course will replace or repair it as we have done on the other sections. 

  2. We are not asking to do the detached garage, only to be paid for the house portion that we have been trying to complete.

  3. Century does not think Mr. ******* made up the comments from the other companies.  We would simply like to see what their comments were, and who the companies are.

  4. We did indeed send this account to collections, its not paid.  We have addressed the issues in that we said we would make any adjustments to the roof that Mr. ******* wishes us to, so long as they are in keeping with the roofs functionality.

  5. I have indeed seen the pics Mr. ******* sent, and do not see any issues that can not be easily taken care of.  I do not need to have yet another person come out to just be told the roof needs to be replaced.  We stand ready to make adjustments to the roof, and finish it.  Remember, we never were allowed to actually finish.

  6. We never said Century didn't load the roof.  *****y was simply telling Mr. ******* that the loader guys, not the roofers loaded the roof.

  7. Any damage to the structure would have occured when it was loaded.  When the roof was put on, any heavy loads in any one spot would be gone.  Even if loaded heavily it would not still be popping, or be at risk of collapse.  However, we would be happy to take a look in the attic to be sure that there are no broken rafters or braces.  If there are, we would of course repair any damage we did.

  thank you

  Customer response

  10/17/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ******* *******  I asked Century for a new roof. Not a roof repair. and as stated in the contract, that includes the detached garage, as well as all repairs. Just going into the attic, and looking at the rafters is not enough. They will need some type of listening device so they can hear the snapping, and popping sounds over a period of days. I am not making this up. Century roofing has caused some type of damage to the roof. The shingles need to be replaced. I need someone without blinders on to look at the roof, and pictures. They will plainly see what a poor job was done to my roof. It is so plain to see. Century roofing just wants to get paid, and have no guilt about me a customer. A roof repair is when an already existing roof needs repair. A new roof should not need to be repaired. If they want to repair it, that means they admit to screwing up the job. Just please get this done so that I can put it behind me. All I wanted was a new roof, and now it's a nightmare.

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