ComplaintsforCharleston Roofs & Windows

• Initial Complaint

  04/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  January 2020 my insurance company (State Farm) paid Charleston Windows & Roofing a total of $12,000 for a total roof replacement. This amount included my deductible, which was over $3,000. In November 2021, I had a roof leak in garage, which they said was loose clamps and they fixed it. In April 2022, I began to have leaks in the ceiling and the chimney areas. I contacted the roofing company, they said it was chimney flashing issue. This went on for a couple of months, and in June 2022, supplies ordered from Lowes. The roofer came and worked on the roof, but the leaks continued to get worse every time it would rain, When it did not rain the leaks would dry up, but when it rains heavy, the ceiling again becomes wet. I kept in constant contact with them because I saw no resolution from the work they were doing, but things were getting worse. The more it rains, the ceiling would leak and it was spreading. In July 2022, a new leak in window area of the same room. I had to use jars and a bag to catch the water. I notified them. I was told on August 1, 2022 via a voice message that my issue is hvac and all they could do is cut out the ceiling to see where the problem was and if it was hvac, I would have to endure the cost of repairs, and from a roofing stand point, there is nothing more they can do. I went in damage control at that point. Paid 2 hvac inspectors and had 3 roofing inspections done by other roofers, who found roofing issues. I paid $1900-chimney flashing, $800 -rotten window repair-window area, $2,300 interior work. I currently have a leak in my kitchen since thanksgiving 2022. I am unable to pay for repairs because I exhausted my savings. The roofer came 12/02/22 and 02/25/2023 (kitchen), promised to call me back in a week. I never heard back. I have emails, text, videos, pictures, and phone messages to prove what I am saying to you. I want my kitchen repaired and a refund of what I paid. PLEASE HELP!

  Business response

  04/19/2023

  We have worked with this customer since her roof installation in January of 2020.  Our team has been out no less than 10 times to attempt to diagnose and repair any roof leaks.  The primary area of concern is in a vaulted ceiling, with no access via the attic.  

  Photos from our original inspection in 2019 showed existing interior damage in multiple areas of the home.  We do not know if these interior stains were ever repaired after our roof replacement project was completed.  We have used moisture readers on multiple stain areas during our many trips to the home (most recently on 03/04/23), and determined these were not active leaks, but appeared to be pre-existing damage.  Our view was that the stains had not grown over time, and were likely not caused by a current roof-related issue.  All the roof decking has been in great shape throughout our inspections.

  During our inspection in October of 2021, we found the attic had no insulation (images attached), which could cause moisture issues on sheetrock and eventually the ceilings throughout the home.  There was no active staining on the roof decking from rain, so this was determined not to be a roof-related issue.  We found an h-clip between two pieces of plywood that had popped up, and this was fixed.  The roof decking was dry in this area, so it wasn't an active roof leak.  We haven't found a roof leak yet on any of our inspections.

  The roof has been inspected by our team multiple times with no roof-related issues identified to cause the leak. We suggested that it could be a ductwork issue, and spoke with two HVAC companies (images attached) regarding the area of concern.  Neither of those companies were able to determine if this was related to ductwork because of the vaulted ceiling.  They would need to cut out sheet rock to access the HVAC ductwork, which the customer refused.  We explained if it was an HVAC issue, we would not be responsible for repairing the interior area.  If it was a roof issue, we would cover the costs associated.  We followed up in August of 2022 and again in September 2022, after explaining the HVAC companies were not conclusive (did not identify if it was a ductwork issue), and she did not respond.  When she did respond in late November, she was now referencing a separate problem area in the kitchen.  

  I've attached photos from 11/27/22 and 02/24/23 that show the stain has not grown.  In December of last year, we asked her to put a pencil line on the stain to track any growth, which was never done.  We offered to do a full interior inspection with moisture readings, then she started rescheduling all her appointments multiple times.  We are now outside of our 3-year workmanship warranty, and our team has made every attempt to satisfy this customer and uphold our workmanship warranty.  It is our belief that the living room stain is an HVAC/ductwork issue, and the kitchen stains are pre-existing and inactive.  Attic insulation is also a primary concern and can cause these types of issues.  We were not provided with any invoices or details from other roof inspections.  

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