Complaints

• Initial Complaint

  12/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They did unnecessary work and damage to my brick house. All he did was send my deposit back in the mail but I want my home repaired correctly. I have a damaged roof, no warranty. I want a roof inspection, repair to my roof correctly and have another roofer do it.

  Business response

  12/12/2024

  Upon initial inspection, at the request of the homeowner, the roof area of concern was found to be approximately 8-ft. x 10-ft.  The gutters were falling off of the structure and the homeowner stated that she had water running into the rear-facing windows. It was obvious to the inspector that the existing roof was not installed properly. It had an inexpensive 90 lb. rolled roofing material present. This material typically lasts less than ten years, which, according to the owner, is when she (herself) installed it.  The material was not installed using good roofing practices. There was no material extending over the edge of the roof to allow water to fall into the gutter properly. Due to this, water ran behind the fascia board and siding, causing the window leak, and behind the gutter, which rotted out the fascia board causing the gutters to fall of the structure.  Secondly, the roofing material was simply butted up against the brick of the main house.  Plastic cement (tar) was used to seal the top edge of the material, and wall flashing was installed.  This is NOT a permanent seal or good roofing practice.

  Richards Roofing & Exteriors, **** removed the old roofing material, the gutters and all of the rotted fascia lumber.  We installed CertainTeed modified roll roofing material using professional roofing practices.  All of the rotted fascia board was replaced properly and new gutters installed in the manner in which the homeowner requested.  At the brick wall of the main house, wall flashing (modified bitumen roofing material) was installed and secured to the wall with termination bar.  This method was used so that the homeowner did not have to rely on 'tar' as a sealant.  This is a common, professional roofing practice and a more permanent solution.

  After the roof was completed, and the previous roof leaks stopped, the homeowner contacted our office with complaints. An appointment was set up to meet to discuss her concerns.  According to the homeowner, Complaint #1:  The wrong color (white) was installed lieu of black for the roof material, which was stated in the contract.  *********** took full responsibility for the mistake and offered to replace the white material with black.  Complaint #2:  The homeowner did not like the look of the termination bar securement.  I agreed and offered to cover it with copper counter-flashing, which is an expensive upgrade, at no additional charge.  The homeowner said she did not like that idea because she did not know how that would look. It was then pointed out to her two other areas on her main roof where copper flashing was present. Counter-flashing MUST be set into the brick mortar joints to be effective. This was also previously done at the chimney and side wall on her home.

  After these options were presented to the homeowner, her response was that she needed to talk with others and would get back to me. After several phone conversations over the next 7 to 10 days, it was apparent that she could not decide whether she wanted our company to remedy the situation as offered.

  In closing, several options were offered to the homeowner, all in good faith, and all using only common, professional roofing practices.  No additional charges were going to be incurred by the homeowner for these corrections. The homeowner continued to state she wanted her roof to be "installed as it was", which was improper and would result in future leaks and damage. None of the solutions offered were agreeable to her. As soon as this became apparent, I e-mailed her letting her know we would return her down-payment in full and no money was due to us for the work performed.  She did not respond to the e-mail.  We then mailed her a check refunding her down-payment.  No amount has been retained by our company for the work performed.  In summary, she now has a new roof and flashing that is installed properly, is not leaking, AND she has been refunded in full. 

  We would appreciate discussing this matter further with a BBB representative directly over the phone.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tpo flat roof installed. Contract called for vertical post to be installed in previous place of rotted post. Post installed incorrectly and Company blamed home owner for not being present. Company caused damage to interior drywall during install and comapny refuses to fix. Company left paint on driveway with no attempt to clean. Company quoted during extreme pricing of covid and refused to reroute when prices of materials dropped.

  Business response

  12/14/2023

  I am responding to  Complaint # ******** regarding *** ***** ******* at **** ******* ***., *****. Our company installed a new TPO roof on the garage of the house in July of 2022, which was during COVID and during substantial price increases within our industry. Mr. ******* contracted with us in February 2022.  Due to the supply chain problems all over the country, we were not able to get all of the materials that were needed to do the work. Between February 2022 and July 2022, there were two 8% to 10% increases on the materials needed.  We did NOT ask Mr. ******* to pay additional fees for those increases. Richards Roofing & Exteriors absorbed those increases and honored our proposal.

  During the installation, it was discovered that there were several old roofing systems on the structure, far more than code allows, that needed to removed. A significant amount of weight was removed from the structure. Furthermore, every square foot of the plywood sheathing (896 square feet, or 28, 4-ft. x -ft. sheets) was rotted and not reusable.  Along with the plywood, 48 lineal feet of 2 x 8 rafters (which drywall is nailed to) needed to be replaced due rotting. All of the above mentioned carpentry work was performed before the new roof could be installed.  With all of the moisture within the existing roofing systems, plywood and rafters, it is obvious that the old roof had been leaking for a long time prior to Richards Roofing & Exteriors arrival and most assuredly the drywall was wet at the very least.

  Please note that within our contract, there is an exclusion that states "the company will not be responsible for damage to interior of the structure and/or contents due to vibration or movement caused from removal of old roofing or installation of new roofing.  Mr. ******* SIGNED copy of his contract is ATTACHED.

  Regarding the fencing and posts, I verbally agreed that we would remove the rotted fencing and posts along with the removal of the old roofing.  NO ADDIITIONAL COST for the labor or dumping was added to the contract for that work.  I also verbally agreed to reset new fence posts, which were supplied by the homeowner, per the locations of the old posts.  The new posts were reset and centered exactly where the old posts were set. However, the new posts supplied by homeowner were 6-inch by 6-inch in size. The old posts were 14-inch by 14-inch in size.  We have photos of both. Obviously, there is going to be a difference in appearance. When contacted by homeowner with his concern, I sent our siding/carpentry foreman to the house to make any adjustments needed. After two days of adjustments to close the now-larger opening between the fence posts and the main house, AT NO ADDITIONAL COST TO HOMEOWNER, no complaints were received.

  In October 2023, FIFTEEN MONTHS AFTER INSTALLATION OF THE ROOF, homeowner e-mailed me with a complaint that the installation of the new roof caused his drywall to crack in the garage.  (See attached e-mail from him dated Oct. 16, 2023).  In that communication, he stated that there 'are cracks that have now formed.  He also sent photos of fresh drywall that was replaced AFTER we replaced the roof.  This statement is high-lighted in attachment.  After reviewing the photos sent to me by the homeowner, I responded that the drywall work was performed in an unprofessional manner and he should look for reimbursement from the drywall contractor.

  In response to the paint spilled on his driveway.....Richards Roofing & Exteriors does not, and has never, performed painting of any kind.  No painting was performed at this residence by our company.

  We have several photos of new, poorly installed drywall.  Also, as I stated earlier, the homeowner signed a contract knowing were are not responsible for any existing drywall due to vibration of removal or installations, per attachment.  

  I would love to speak with a BBB representative regarding this complaint, as we have much more information to supply. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩