ComplaintsforOver the Top

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had them install new roof a few months ago. There are multiple issues with current leaks wrecking ceilings and who know what infrastructure as we speak. They took out and covered skylight that I don’t think meets manufacturer warranty, and will leak in future, there are multiple leaks in bathroom, there seems to be big leaking around chimney, and I’m afraid to know what else there could be but I have companies coming over to assess.

  

  Business response

  02/21/2024

  This customer has falsified information. We have been back two or Three times. Had multiple conversations with him and left on good terms. everytime we have gone back to check on has been a complete false alarm. Stains are old from before over the top showed up. In his bathroom and other areas. Everytime we go back we have taken pictures. To prove no issues. This job is completely satisfactory. I will be bringing a representative out myself to prove that it is done to specifications. On a side note this customer called my business phone at 4:19 am. We have been in contact again with this homeowner and tried to set up to come look again for the 4th time and has pushed it off a couple days. 

  Customer response

  05/23/2024

  5/8 The bathroom vents were installed too far away from the fans so condensation creates water marks on ceiling. They’ve come out multiple times to no avail and now say looking for plumber to help them but months going by and I can’t use fans so can only take shower in bathroom with window open. Refund 5/23 Have had multiple on going problems with roof job from over the top but this one especially concerning. The ridge vent designed to have no exposed points of failure but over the top used nails for some reason defeating the purpose of the whole roof system. Waiting seven months now to be fixed. Billing Adjustment 

  

  Business response

  06/27/2024

  So as to your concern about the ridge vent. You claim that it should have no points of failure but over the top used nails for some reason defeating the purpose of the entire roof system.  In the *** Profield Guide figure 3 number 8. It states Install last piece by: Face-nailing the last piece and sealing the nail heads with asphalt cement. We did exactly that. We have pictures to show in the *** Profield Guide on how to install that last cap. We also have pictures to show this is how we installed the last cap on Mr. ******* roof. As for as the vents. For one my contract doesn't state to move the vents it says to attach them to the outside. Which we did not only once but twice. We came back and re did the vent hoses for Mr. ****** at no coast.  He claimed that condensation was building again in his pipe. After re pitching them and replacing them. With new flex hoses. So we met with **** again to discuss this. As my lead guy and I talked to **** in his living room he agreed and admitted that who ever built the house or who ever the plumber was did infact not do the right job. We also have text messages of him admitting that it was not something we did. He also claimed that he runs his bathroom fan for hrs. Which in return would dry out the pipe inside it as the air flow would dry it out. Also we have photos of the old pipes running to the spot of the vents in his attic that would prove that the vents on the roof are where the old exhaust was to the exterior of the roof. Also talking with a certified plumber about distance of vents there is no right or wrong distance. Matter of fact they said a lot of times they put vents in areas not seen from the front of the house because of cosmetic reasons. So they will run them long distances for that reason. Which is exactly how the person ran the hoses previous over the top doing the job.  So in conclusion. We have been back multiple times to his house. We had a *** representative come out to his house to inspect the work. He proceeded to tell me my lead guy and the *** rep. That he was embarrassed to even have him show up. And that he trusted our work and he didn't even have him go up on the roof. He claimed that the bathroom roof vents were leaking. So we came out and did water testing with a garden hose. Which I have videos of inside the attic that show no water or leaks. He thought the flashing around the chimney was not done right. Not the case. You had your Dad on a 3 way call with my lead guy, and you. He called about questions about ridge vent functions and he left the conversation understanding.  As he has stated that there are multiple issues with his roof all are in accurate and not true as we have lots and lots of documents, pictures and texts to provide. When asking him about his last complaint is that as of our last conversation. Is that he has condensation from his bathroom in his vent pipe that it was ran that way when they built the house. He instantly start calling me a child and calling me inappropriate names. This homeowner has also invited other contractors to inspect the job and in their notes when they leave they stated a waste of time.  Also when meeting my lead guy mr. ****** complimented our company up and down. He said that they did a great job and was fast and cleaned up great. I  truly believe this homeowner has always wanted a refund and never anything resolved as the things he has complaints about are not true and in  accurate. We have fulfilled everything per my contract and went way over and above. 

  Customer response

  06/27/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I accept their explanation of ridge vent. the Bathroom vent and duct no.  When ***** came out I showed him leak in bathroom ceiling by vent and said I needed fixed,  he said no problem.  Now 8 months later still not resolved.  ***** did not look where the vent and ducts were and was not on site during installation so his company installed too far away so moisture freezes.  If ***** would like to come out and put on insulated duct or pay for that to be done and solves problem fine,  if not vents need to be moved other side of peak where bathrooms actually are.   Regards, **** *******

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