Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/17/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rocha Roofing provided a misleading Contract Agreement and did not install windows and siding in accordance with manufacturers instructions. Two windows were installed with the following deviations from the manufacturers instructions: sill pan flashing was omitted, the rough opening was reduced below requirements, there was insufficient gap at the bottom and the window was not integrated with the Water Resistant Barrier (***) per ASTM 2112 or AAMA ******. The home owner assisted the workers with the other two window installations to ensure they met requirements.Note that the workers were industrious, demonstrated excellent basic carpentry skills, were clever and eager to learn. However, they demonstrated a lack of training on proper installation. Removal and proper installation of windows may not be practical without possible damage to the windows.Siding was not installed with the correct gaps described in the manufacturer installation manual. The manufacturers web-site notes that wood based products expand after installation and can buckle if proper gaps are not maintained (as opposed to concrete based siding which tends to contract and have gaps open). Deficiencies in the installation of the siding should be corrected.The contract specifically states that Tyvec house wrap would be installed. The actual installation used Everbilt house wrap which the home owner considers to be a lower quality product. Installation instructions for Everbilt require vertical seams to be taped. The edges of the house wrap were not taped. In addition, *** should be continuous. The workers did not remove several pieces of corner trim and ensure the *** was continuous between walls they worked on. Deficiencies in the *** installation should be evaluated and repaired.

  Business Response

  Date: 05/18/2024

  Rocha Roofing provided a misleading Contract Agreement and did not install windows and siding in accordance with manufacturers instructions. Rocha roofing did not mislead the customer as to window installation per manufacture guidelines. Before the Contract was signed by ********* (Homeowner) ****** specifically stated verbally that the instructions are only guidelines and are just a guide. Our contract did not specify any specific and particular instructions to be used. For example, ****** specifically stated that we do not used manufacture instructions and homeowner agreed. To verify homeowner sent an email stating that project was okay and excellent workmanship had been demonstrated. The only two instructions were that a gap be left on the siding and windows to be left 3/16 opening all around. 
  Two windows were installed with the following deviations from the manufacturers instructions: sill pan flashing was omitted, the rough opening was reduced below requirements, there was insufficient gap at the bottom and the window was not integrated with the Water Resistant Barrier (***) per ASTM 2112 or AAMA ******. The home owner assisted the workers with the other two window installations to ensure they met requirements. Note that the workers were industrious, demonstrated excellent basic carpentry skills, were clever and eager to learn. However, they demonstrated a lack of training on proper installation. Removal and proper installation of windows may not be practical without possible damage to the windows. The following was used on all windows RELIABILT Self-Adhesive Flashing Tape 4-in x 33-ft Rubberized Asphalt Roll Flashing which is (water-proof flashing) which is the equivalent of sill pan flashing. For example, after the back side of the house was completed Homeowner and ****** agreed that everything looked great, and both agreed that we would not remove the two windows and create a opening around the window due to possibly damaging the window. The homeowner accepted it and the project proceeded. The next side of the house would have a quarter opening around window per homeowner request. The homeowner assisted because he wanted to. The homeowner was not refused from helping.  After the windows were completely installed homeowner made no complaints and project proceeded. Every step of the project Owner and contractor ****** ensured everything was okayed before proceeding even after final payment was made.  
  Siding was not installed with the correct gaps described in the manufacturer installation manual. The manufacturers web-site notes that wood based products expand after installation and can buckle if proper gaps are not maintained (as opposed to concrete based siding which tends to contract and have gaps open). Deficiencies in the installation of the siding should be corrected. Homeowner and ****** discussed extensively about gaps on siding. There was not a set gap agreed upon on contract. Homeowner has done his own previous siding on the house and left gaps bigger that the said instructions owner provided. ****** and Homeowner discussed that leaving that amount of gap would cause more caulking to be used. Homeowner and ****** also agreed when each side of the siding was completed that everything was okay and gave us the green light to finish the work. We did not proceed with any part of the project until it was okayed by the homeowner. 
  The contract specifically states that Tyvec house wrap would be installed. The actual installation used Everbilt house wrap which the home owner considers to be a lower quality product. Installation instructions for Everbilt require vertical seams to be taped. The edges of the house wrap were not taped. ***************** Wrap is a non-woven building wrap with a breathable polyolefin coating that performs as both a water resistive barrier and as an air barrier in accordance with the International Building, Residential and Energy Codes. House wrap should be taped when new construction and house is left exposed for a long period of time before siding is placed. The siding and house wrap were installed at the same time and no long period of time went by for the house wrap to get damaged. Plastic top nails were used to hold down house wrap. No specific installation instructions were set out in contract. There are more than two types of house wraps sold nationally. As described above everbilt is comparable to Tyvec. ******** was used as it was the only available house wrap at *********** The use of everbilt does not compromise or substantially impairs the work product.  
  In addition, *** should be continuous. The workers did not remove several pieces of corner trim and ensure the *** was continuous between walls they worked on. Deficiencies in the *** installation should be evaluated and repaired. Homeowner was present majority of the time when installation was on going. At no point did homeowner instruct us about continuous water resistant barrier to be continuous between the wall.  Homeowner understood that every part of the project and wanted it a specific way but okayed the project at completion. 
  In summary, Homeowner did not make any complaint at completion of the project. The only two complaints were the gaps between the 2 windows and siding on backside of the house. Both complaints were addressed immediately and project proceeded without any further complaints. The following complaints are just now being mentioned after project has been completed. Before I request any last payment, I always make sure to confirm everything is to the homeowners satisfaction. I received verbal confirmation from homeowner and she proceeded to make final payment. In addition, we did not make any complaints about not being able to paint and caulk the house as per contract. I always work with the clients to ensure they are satisfied before any final payment is made. 
  
  

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21728973
  
  I am rejecting this response because:

  The business has not demonstrated professionalism or customer focus.

  1)  Business states "Before the Contract was signed by ********* (Homeowner) ****** specifically stated verbally that the instructions are only guidelines and are just a guide." which is not correct.  The business only made that statement after the home owner complained that the window and siding was not installed per manufacturers instructions or industry practice.  Homeowner email regarding "... that project was okay and excellent workmanship had been demonstrated."  only applied to the window installation which the homeowner oversaw.  Homeowner specifically requested that siding be installed per specifications which was not complied with.

  2) Business statement that "The following was used on all windows RELIABILT Self-Adhesive Flashing Tape 4-in x 33-ft Rubberized Asphalt Roll Flashing which is (water-proof flashing) which is the equivalent of sill pan flashing. " is technically incorrect.  The flashing tape was not installed on the sill and does not meet the requirements of a sill pan.

  3) Business states "The use of everbilt does not compromise or substantially impairs the work product. "  Tyvec is a specific brand.  When a contract lists a specific brand, then the business is obliged to install that product or be in breach of contract.
  

  4) Business stated "Homeowner was present majority of the time when installation was on going. At no point did homeowner instruct us about continuous water resistant barrier to be continuous between the wall.  Homeowner understood that every part of the project and wanted it a specific way but okayed the project at completion. "  Homeowner had been distracted by window and siding non-compliance.  Homeowners expectation is that a business should be knowledgeable of proper installation.  Continuous WRB is a requirement of the building code.
  

  Overall the business should know and follow code and manufacturers instructions. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/21/2024

  Rocha Roofing will meet with home owner to discuss specifics in person on June 1, 2024. Client has expressed specific matters that can only be resolved in person. We hope to resolve this matter amicably.  

  Customer Answer

  Date: 05/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  I appreciate the effort of Business to work with Homeowner to resolve workmanship issues and ensure window, siding and WRB are installed in a manner consistent with manufacturer's instructions and industry (ASTM, AAMA) best practice.
  

  
  Sincerely,
  
  ***********************

  *****************

  ************, ** 38017