Complaints

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a house with a recently installed roof, and had the warranty transferred to us upon moving in. A few weeks later, shingles started falling off while the weather was still nice. The following is a summary of what happened: 11/9 - Three shingles fall off on a sunny day. We call to get someone out under warranty from EAS. 12/9 - The EAS technician comes. He says it's the third time he's been to our address for this issue, and wants to discuss the possibility of bad shingles with his boss before putting anything back up. He said we'd hear back by the following Monday 12/13. 12/20 - We still haven't heard back so we call EAS, and we're told that something is "still under review" 12/28 - We still haven't heard back so we call EAS. They explained that because of the steep slope of our roof, it's typical for shingles to fall off at this rate regardless of the weather. They insisted on sending someone out to put the shingles back up at 3:30 the same day. They never came. 12/29 - We reach out to the shingle manufacturer (Certainteed) under the warranty they provide on the shingles (and that we also had transffered to us). 1/7 - EAS offers to replace the affected half of the roof after Certainteed gets involved. 1/11-1/14 - EAS replaces the affected part of the roof. 1/21 - An 8-foot section of the new flashing they put up falls off and lands in front of the front door. 2/14 - They put a new piece of flashing up that looks different. They say they will replace the gutter guard (this still isn't done, and their trash and parts are still in our yard). 3/1 - We notice water running down the wall underneath the window/chimney area where they recently redid the roof. Now that there is water damage and they have come to the house 3 times in the 6 months we've owned it, having to replace over half of it once within about 3 years of installation, we're afraid to have them do any more work. We're hoping to have this fixed by a third party.

  Business response

  03/17/2022

  This has been addressed and the homeowner is happy with the work that was performed by Justin one of our project managers. He informed us that he was going to reverse this complaint. 

  Customer response

  03/22/2022

  
  

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We have no choice but to reject the response from EAS; Justin hasn’t responded to us in 4 days, we have only 1 more to respond, and nearly none of the work promised has been completed.  A summary is below:
  
  After Justin performed a roof inspection and found no issues, we hired a third-party, licensed roofer to do another inspection.  They found a significant number of issues - so many as to conclude that the roof would have to be replaced entirely.  The relevant sections of that report, with identifying information removed, are attached here in a PDF file.  I’ve also quoted the inspector’s conclusion below:
  “The current roof system as it stands today will continue to experience a degradation process as its overall anticipated life was significantly shortened, further water penetrations, slippage, adherence abnormalities, wind damage is inevitable and future repairs is certain if it is to remain.
  It and is recommended to be replaced by a qualified roofer.”
  
  Once presented with the report, Justin agreed that all the issues in the report were the responsibility of EAS roofing.  He promised to correct every issue identified in the report and explain to us how they had been addressed.  To that end, he promised a hard-copy printout of this inspection report with markup indicating how each issue had been fixed.
  
  We never received this.  We still have broken shingles in numerous places, rusted nails coming out of the shingles, a dented crown, caulk smeared, and bags of trash and supplies sitting in our lawn, just to name a few of the issues.  Many of these problems are visible to the naked eye from the street.  I asked Justin for an update on the work 4 days ago when I received their BBB response letter and have not yet received a response from him.  I’ve attached a few photos of the current state of our roof to document the conditions described above.
  
  We also still have water-logged drywall and damaged paint in two separate rooms of the house, where there have been recent leaks they’ve admitted to causing.  In one case, Justin explained that one of the roofers had accidentally punctured a hole in the metalwork above the window in our bedroom.  That ended up destroying not only the paint and drywall in that area, but some family photos that sat below.  These two leaks, which they’ve admitted to causing through sheer carelessness, are the only things they’ve appeared to attempt to repair.  They have not, however, said anything about the interior damage those leaks caused.  There are photos of this damage in the original complaint, and I brought Justin into the home to show him personally.
  
  Our goal and expectation were to have every issue identified in the inspection report addressed (as was promised), and to have something done about the interior damage they caused.  Unfortunately, EAS hasn’t done the work that was promised (or contracted) in any of the 5+ times they’ve come to our house.  In fact, they’ve consistently made things worse, as is noted in the inspector’s report: “In an attempt to perform repairs it actually created more damage to such areas.” 
  
  The condition of our roof is still unacceptable, and their complete lack of professionalism is unparalleled in my experience.  I implore anyone considering work from this group to please see the inspection report and photos contained in this complaint before doing so.
  
  Regards,
  ***** ******

  Business response

  05/11/2022

  Homeowner ***** ****** purchased the home from a past customer of which we replaced the roof of. He had called in and stated that he had 2 shingles sliding down his mansard roof (very steep). Whenever our service tech went to the property he stated that the shingles should not have slid down and there may have been a manufacturing defect, so we decided to replace the entire section of the roof (1400 sq ft). The manufacturer had helped out with the materials but EAS Roofing paid for the labor to remove and install new shingles. During the install a technician had inadvertently punctured a small hole in the metal roof over the windows that came out from the very steep roof. During the fist inspection of this issue it had been missed and caused a leak into the window. EAS Roofing told Mr. ****** that we would come out to address the puncture but he did not want us back to the property. He has submitted this issue to our insurance company which we complied with no problem. Once the insurance company is involved and the homeowner does not want us to the property it is out of our control. We are unsure as to how far along they are with the insurance company, and have not heard anything from them since. 
  
  Eugene S****

  Customer response

  05/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Thank you for the response, but it is riddled with errors.  I think most of these should be obvious from the content of this complaint, but there is one particularly shocking misrepresentation in your response I’d like to clarify: “He has submitted this issue to our insurance company which we complied with no problem.”
  
  While we have been able to open a claim with an insurance company, EAS has resisted it in every way possible, continuing their pattern of blatantly lying to their insurance company in the process.  I’ve attached the email chain where we tried to get insurance information from EAS.  First, they provided an expired certificate for a third party.  Second, they provided a certificate (while current) for yet another third party.  On the third attempt I copied the owner, with mention of calling the state licensure board, and we were finally able to get a current certificate for EAS.  Here’s the catch: EAS is claiming to their insurance company that they subcontracted all the work done on our property, making the third party liable for any of the damages.  As a result, we now have to gather home security footage and whatever other documentation we can find to prove who exactly was on our roof.  That shouldn’t be difficult to do, though - I personally greeted these folks in their EAS trucks and uniforms and watched them.  Better yet, I have correspondence with the EAS project manager (he’s pictured on their website!) explaining to me that I should give him all the tips at the end of the original job, since he “works with these guys every day and wants to make sure it’s distributed right”.
  
  This response also completely fails to mention the origin of the first leak caused by EAS, or any of the other major damages for that matter.  For anyone else reading this complaint: please carefully read the story EAS provides as it changes throughout the various documentation they’ve provided – to the BBB, to the Attorney General, to the insurance companies, and elsewhere – it should be abundantly clear how honest this group is.  For reference, our original complaint ID with the BBB was ********, and our case with the Attorney General’s office was Matter No.[****************].
  
  As of now, we’re still left with all the same damages, zero compensation, and it’s been nearly three weeks since we’ve been able to get a response from their insurance company.  While they continue to deny that EAS is responsible for any of the damage, the claim remains open because they’re filing a secondary claim against a third party (the one they’re claiming caused all the damages) to cover the cost of the drywall damages only.  The understanding we’ve been given is that any damages to the roof aren’t covered, since this falls under “workmanship” and not “damage”.  So by their logic, the holes they poked aren’t covered, just the damage from the water that came in through them.  It’s a nightmare, and EAS continues to slither and lie their way through this process, rather than stand up like a decent group, take responsibility for their mistakes, and make them right.  Luckily we have the documentation I think we’ll need to bring them into the light, and I fully intend to do so.
  Regards,
  
  ***** ******

*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. ↩