ComplaintsforPelican Roofing Company LLC

• Initial Complaint

  03/07/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  A hail storm came through my town in June 2023 and caused damage to my roof. Someone from Pelican Roof stopped by my home and asked if they could look at my roof. They said the paper I signed was not really a contract because if I didn’t want them to fix my roof I didn’t have to let them. I signed the paper. My insurance denied the claim at first but after talking to my agent said the insurance adjuster, they came out again and approved the claim. Pelican Roofing was there the second time my insurance adjuster came out but I spent hours on the phone with my agent and the adjuster to get my roof approval. Pelican was charging me almost $4,000 more than anyone else to replace roof. I had several personal issues during this time. I was harassed by **** with Pelican to get the roof done. They are now sending me an invoice to pay 10% of the approved rcv, which I don’t think I owe. Please help.

  

  Business response

  03/07/2024

  This is not true. The customer signed a service agreement on 6/26/23 and which we got her roof approved, her deductible is $1000. Her roof claim has been approved since 8/2/2023. We have waited and waited and waited, one of our sales representatives tried reaching out to her and she no longer replies to us. We have all of this documented. She is being charged 10% per the contact she signed, which is $1354. This is fair for what for the work we performed in order to get her roof approved by her insurance.
  
  Per her original sales representative, **** ******, on 8/15/23 3:39 PM:  Homeowner texted me today asking if she still had to go with us. She wants to go with someone who will eat the deductible. I told her that she can’t due to the work we have put in to get her roof approved. I told her about pricing the deductible in payments so she can get a break on the deductible, but she said she is contacting her attorney so I set a task for the 21st to send the invoice if I don’t get word back from her.

  We will be enforcing the contract due to the work that was performed to get her roof replacement approved by insurance.

  

  Business response

  03/14/2024

  Due to an accounting error on our end, a 0 balance invoice was issued to this customer. We recognize our error and will clear her balance to honor that invoice. Please keep us in mind if you decide to move forward in the future.

  Customer response

  03/15/2024

  
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID 21399534, and find that this resolution is satisfactory to me. Thank you for your help. 
  Sincerely,
  ***** *******

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pelican roofing installed new roof approx 5 yrs ago. I have a tricky roof slope so I show them and they told me when they were done it wouldn’t leak. Over the last 5 yrs they have come out several times to do water leak tests . First they said it was vent which they replaced and replaced shingles. Then it leaked again and again. Got on roof to look. When they put my siding back on they put roofing nail through one of my panels where it was leaking. They replaced that. All the while I had to have my ceiling and wall Sheetrock redone over and over cause of leak. They never compensated me. Fast forward to 3 weeks ago they told me the flashing was rotten In that are that’s why it was leaking . Cost of that was 1700 dollars . They sent contractors out to do work . Contractor Called me up to roof and showed me where pelican roofers put nail through my flashing which is a no no . So they ruined my flashing at that point and roof leaked down wall where the nail was. They denied putting that there until I show them before and after they installed. Also pelican didn’t put water and ice barrier on wall and flashing when installed in bad area , then said water was getting in from siding. I’m very frustrated with them and they have cost me more money and don’t want to pay for there screw ups over and over and over .

  

  Business response

  08/30/2023

  This job was completed in 2017 so it was approximately 6 years ago. There were areas that we could not install shingles against the manufacturers specifications that were under the 2/12 minimum so we explained that to the homeowner and provided him with a cost to install custom dead valley metal pans in those areas. Those areas have never leaked. The area that leaked was roughly 5-6ft above one of the pans along a wall that had roof to wall flashing that was NOT changed out by Pelican Roofing at the time of the install. The crew assessed that flashing and notified the homeowner at the time of install the roof to wall flashing seemed to be in decent shape, however, if we do not change it out then it would not fall under our Workmanship Warranty because it was NOT our work.

  Fast forward to 10/12/2020 when the homeowner called in the first time about a leak. We were out there on 10/13/2020 and found that the leak seemed to be originating from the top corner where the roof to wall wrapped around the wall and continued roughly 5-6ft down to the dead valley pan area. We came to that conclusion from a thorough attic inspection where the water seemed to come in and travel down the rafter along the 2nd story wall and drip onto the insulation for roughly 5-6ft. The homeowner was shown this via pictures and in the attic himself. We rescheduled ourselves to perform a water test on 10/20/2020 due to the homeowner wanting to be there and requesting that we come back at a later date. That water test was performed and the only leak that we could generate seemed to be coming from the adjustable steel roof vent that was above and in line with the corner of the wall and roof to wall flashing. There were also nails in the shingles below that vent that showed some rusting, indicating a leak from just above them. Please note that the customer stated that he noticed the leak a good time before the HURRICANE that hit our area that year, but did not call in until shortly after the hurricane. We honored that as warranty because we simply took his word on that statement, when we could have deemed it not under warranty due to our contract terms dealing with Acts of Nature. We also offered to repair the sheetrock in his home and he stated that he would fix it on his own.

   We replaced the vent and shingles in 11/2020 and the homeowner did not call back until 8/26/2022. Again we went out and reassessed the area and again pinpointed the flashing at the corner of the 2 story section and recommended changing that roof to wall flashing out. It was found at that time that there was a nail in the face of the vinyl that was not there prior to us changing out the vent and shingles in 2020. We removed and replaced that vinyl under warranty as we accepted ownership like we should have. When we went out to replace that vinyl, we sent one of our guys out to assess the roof to wall at the corner of the 2nd story addition while the vinyl was off and found that the flashing was indeed rusted and allowing water to leak in. Again this flashing was not changed out or installed by Pelican Roofing at the time of install and the homeowner was aware of the entire situation and warranty terms at the time of the install.

   The homeowner called back in on 3/7/2023 to again inquire about the flashing. We spoke at length and again offered him a break on the pricing in the form of what is stated below in the email that was sent on 3/8/2023.

  This email was sent to the homeowner on 3/8/2023:
  
  "Good morning Darren
  
  Per our phone conversation this morning please see below:
  
  Back in September of 2022 we spoke about the roof to wall flashing on the back right side of the 2 story addition (when looking from the backyard), having some heavy rust and being compromised.
  
  At that time in September of 2022, we proposed removing the vinyl siding, shingles and compromised flashing in order to replace with new flashing and then resetting the vinyl siding and installing new shingles. We offered to retro back to the day of the job when we had to tear off the old shingles during the re-roof project, meaning that we would provide you with a cost to do the work needed for that one area of flashing minus the shingle materials and shingle labor.
  
  Per our discussion this morning, we can honor that agreement from September of 2022 through September of 2023. If you were to do this work within 30 days of this email, your cost would be $1,435. After 30 days, we will have to obtain new pricing depending on market price of metal materials and labor rates.
  
  When you are ready, I will send over an estimate for you to sign so that we can perform the work.
  
  Thank you and please let me know if I can help with anything else." 
  
  The homeowner called back in on 7/26/2023 asking to sign the estimate that was spoken about in the above email and although pricing has changed over the past months, the same price was honored, again helping the customer out. The homeowner came in a paid half of the total invoice price and we scheduled the work. The day of the job the crew did show the homeowner a metal to wood Zac screw with rubber weather head that was through the very top of the dead valley pan and underneath the roof to wall that was to be changed out therefore NOT being any issue and there strictly for pan mounting purposes in accordance with proper pan installation practices. If that screw would have been on top of the pan and on top of the roof to wall in the direct path of water, it still would have been water tight due to the type of screw it was however would not necessarily be part of a proper installation practice.

  At this time the homeowner then brought up an area with water marks on the sheetrock that was never reported until now and was not in line with the screw but perfectly in line with original leak area resulting from the roof to wall issue. He requested all pictures from the work and was provided with all of the pictures and information in a timely manner. During the time of the flashing work, it was determined that due to the design of the slopes/house in that area, we would install a dead valley pan on the high side of the corner of the 2nd story wall instead of installing just roof to wall flashing like what was installed before. Again, there was no additional charge to the homeowner for this custom work. While performing this work it was found that there was rotten wood on the backside wall of the 2nd story section indicating that the leak this entire time was likely coming from a potential issue with the siding and/or improper dry in on that wall done NOT by Pelican but by whomever installed that addition on the house. Pelican had never removed that siding on the back high side due to never needing to do so.

  The homeowner was called and provided pictures of the wall, NOT the decking/roof, that was rotten and given a price for us to remove the rotten wood, install new and dry in the wall completely and correctly. The homeowner did not want to pay at first, so we stated that we would perform our work that we were under contract to do and then he could get another contractor that does that work take care of the wall. The homeowner then gave a verbal agreement along with a written agreement to pay for the additional work on the rotten wall portion.

  The homeowner then called the office asking to speak with management to which management contacted him and had another conversation about the work performed and reasons for the work performed. AT THIS TIME AND THE FIRST TIME, the homeowner stated that Pelican needed to fix the sheetrock in the house. Pelican Roofing has gone above and beyond in this entire process and declined paying for the sheetrock due to the issue with the rotten plywood on the wall indicating a NON-Roofing issue at the exact location of the rusted roof to wall flashing (that was not under warranty due to the above reasonings), and please note that there was NO damaged/rotten decking anywhere in any of the areas where the leak had been reported. The homeowner then declined to pay the remaining balance for the work and additional work performed by Pelican Roofing and abruptly ended the phone call with management.

• Initial Complaint

  10/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  6-16-21-Pelican Roofing was hired to change roof for $15,261.72. ******** ****** said they would inspect the flashing during the roof installation. If no problems were found, the roof would be completed and Pelican would assume full responsibility. 7-19-21-day 1 of the roof change. It rained after the roofers left and the roof leaked where it was completed. The roof was fixed and completed on 7-21-21. 9-14-21-I found water running down the bricks of the chimney in the attic. Pelican came and said the shingles were too close to the bricks of the chimney. 9-29-21-Pelican told us that they were not responsible for the leak. **** ******** said he charges $1,450.00 to change flashing, but he will do it for $600.00. 10-5-21-the men changing the flashing said that the shingles were too close to the chimney bricks. My roof did NOT leak prior to Pelican installing the new roof. I had no problems with my flashing prior to Pelican, and now Pelican is requiring me to pay for their damage.

  

  Business response

  10/13/2021

  Pelican Roofing entered into a contract with the homeowner to replace their roof. Per the contract that was signed by both parties, if the flashing is not changed, this renders the Labor Warranty null and void. **** **** did not commit to Pelican Roofing taking full responsibility for any work that was not performed by Pelican Roofing. Despite not being Pelican Roofing's contractual obligation, a steep discount was offered to perform the flashing work (for $600) to which the homeowner agreed to and signed a separate contract for. All work has been completed and the roof is not leaking. The customer still has not paid the costs that were agreed upon.

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