ComplaintsforA-1 Guarantee Roofing Inc.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a complete new roof installed at my home approximately 9 months ago for 10k plus. The roof is now waving through out . The decking is not flush warping to the point of unevenness contributing to the additional warping and there is mold beginning to grow in my attic. I contacted the company who sent someone out to look at it from the outside. I was contacted shortly afterwards for another employee to come out and get up in the attic to inspect it. Afterwards I spoke with the original salesman who told me insulation was covering the fascia/ soffit causing ventilation issues and to hire a high schooler/college kid to get up there and rake the installation back. A huge liability for me as a homeowner should a person get hurt. I’d be sued. He said that was not part of the inspection they perform prior to installation. He stated he should bring that up at the next staff meeting. I told him I was 63 and didn’t get up in my attic, hiring a high schooler or college kid was a liability ant I couldn’t do it myself. His reply was age has nothing to do with it. I spoke with the owner who did send someone out to try to blow some insulation back off the soffit with a leaf blower of sort and to hammer the boards flush. This was a bandaid and did not remedy the problem. My roof is still wavy/warped, I still have mold growing in my attic and have my arctic door in the garage open around the clock for ventilation. I was also told to drive the neighborhood at look at other roofs. This is common in older homes. My question is then why wasn’t it this checked/caught upon inspection/installation if this is so common? I am not satisfied, cannot fix it myself and anything I do will not “fix the issue” without voiding the warranty and cost me several thousand dollars to replace. I want a new roof under warranty at no cost to me due to company negligence.

  

  Business response

  08/04/2023

   To whom it may concern I ask this complaint be removed or investigated thoroughly  The roofing job  is fine but there are structural and insolation issues that need attention it's just not what we do or would be commonly done by  a roofing company.

  A-1 guarantee roofing did re roof **** ***** home We removed 2 layers of shingles from the roof to the decking the decking was inspected and is in good condition, Unfortunately the contractor that built  the home Did misalign many of the rafters  and this creates high and low areas as seen in the attached pictures this is one of the issues that were not visible when the old roof laid so rough it masked these s issues currently visible.

  Now we installed a nice flat laying roof and it shows the framing defeats, They also used a 1/2Inch plywood decking spanning a 2 foot rafter spacing with out using  H clips between the sheets of ply wood, H clips should always be installed to properly space the decking and to help control the deflection between sheets this can not be done by a roofing company without redecking the entire home which is not a good option but is the only way to rite the wrong done by the building contractor.

  The second area of concern is when the home was insolated the person installing the insolation covered most if not all the sofit vents ,This dose need remedied but not by A roofing company, this would be better suited to an insolation professional this was recommended to **** **** we also recommended a handy man or student may be a cheaper option. Can we attach pictures of the roofing job it is very nice there is no reason for rejection due to the service we provided and ask again to dismiss this complaint thank you for your time.

  Customer response

  08/09/2023

  Complaint: ********
  
  I am rejecting this response because: The house is over 30 years old. If a preexisting issue was present it would have presented itself before this incident. Historically it did not until the new roof was installed. Furthermore an extensive inspection was preformed by a licensed inspector  on the entire house including the attic area and roofing prior to me purchasing the home approximately 8-10 years ago for financing and no concerns or issues were documented regarding the roof, insulation, warping or other. ** ****** is certainly entitled to his opinion however there is no documentation from the house/finance inspector, his own employees inspection upon an insurance claim for hail damage claim or any other source prior to the new roof being installed of the damage that now exist. 
  Sincerely,
  
  ****** ****

  

  Business response

  08/11/2023

  Please find our reply to this complaint we do request this be resolved by dismissing the claim our company  has provided a quality roofing service Please find below once again the facts about this project.

  Explanation:  the waviness **** **** is seeing the old roofing that was on the home was 2 layers thick and laid roughly this would mask the actual structure and hide many defects, Now that there is only one layer and it is laying smooth all the framing/ decking defects are more noticeable this dose not affect the roofs performance and is not a result of any work we performed.

  #2- I realize the home is 30 years old and that you feel there was no problems before the roofing but the fact is the soffit vents have been covered for years and the roof will not breath through the roof vents with the sofit vents covered so we should not he held liable for this preexisting condition.

  #3- Roof uneven the framing of the roof line is not effected by the re roofing process the only thing is now that the roof only has 1 layer and is laying flat the deficiency's are more evident.

  #4- Prior inspections You state there was An Extensive attic and roof inspection, I'm sorry but the inspection done 8-10 years yeas ago for financing did not catch the covered sofit vents. I also have many pictures of the preexisting roof, and it's details that would not pass any modern-day inspection with out due notice being explained to the home owner/Buyer.

  #5- When providing a roof estimate our estimators do not inspect the attic insolation as we are not Insulation specialists, we inspect the roof and it's condition. 

  #6- As a company we hold our self to a vey high standard and we have great customer service as you can attest but we cant help preexisting issues that we have no control over,

  For example: Roof framing uneven rafters/ Decking the lack of plywood clips will allow the decking to become uneven this is a builder issue and has no connection to our work/ Insulation covering sofit vents and inadequate insulation in attic the the sofit vents being covered the exhaust/ roof vents cant do there job and properly exchange the air in the attic space.

  I pray we can put  A stop to this back and forth I feel **** **** is upset and I understand that but we are not to blame as we have done nothing other than replace a roof and did a quality.  Our final stance is we are not at fault in this complaint and if we were we would stand behind our work we feel we are being tormented over a preexisting condition and at this point ask again this complaint be dismissed.

  Customer response

  08/11/2023

  Thank you for your investigation and correspondence. I respectfully disagree with it. My problem did not exist until they installed the new roof. No where in the documentation I submitted by an inspector or A1’s own employees was it noted any issue or damage pre existed. 
  
  Highest regards, 
  ****** **** 

   

  Customer response

  08/14/2023

  Good Afternoon! First and foremost thank you fr your time regarding this issue. 
  *** ****** revealed something very telling. “Replaced 24’ of rotten decking” Admittedly he states an issue was discovered during the new roof being installed. Why didn’t he, his crew or someone representing his company inform me of that then and stop installation or better yet resolve any issue prior to proceeding further? Could the uneven decking ( photo provided previously) be another issue he didn’t address at that time? Instead  he chose to cover it up, collect his 10k and move to the next project leaving a substandard job and a dissatisfied consumer.  

  

  Business response

  08/14/2023

   Dear **** **** please understand the 24 feet we replaced was rotten and had to be replaced to install the roof this is not covering something up or substandard work..

  Let me ask if we would have said in the middle of the job  **** **** the building contractor that built your home did not install ply wood clips between the sheets of decking and we need to replace all of your decking to prevent any buckling under our new roof,  and we will have to charge you an additional $7,500.00 would you have elected to do the deck replacement. also to make your roof lay perfectly flat there would be a few more thousand dollars to level the uneven rafters. ( If you say you would have done this if notified why don't you choose to fix the insulation issues?)   

  To summarize this and put the complaint to rest If you are willing to have all the rafters releveled and properly braced  then  completely redeck the home and install the proper H clips during the decking installation and clean the sofit vents while the decking is off all of this will be at your expense as this is what it will take to rise to your expectations and make this 30 year old home look perfect again.   At that time we will replace the shingle roof at our expense. If you are not willing to do this please quit this nonsense and let us both move on.

  Thank you BBB for mediating this complaint we ask it be removed from our fille/profile and closed.

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