Complaints

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on 5/22/20 ALL HART LLC *************** ******************************** TELEPHONE # ************ or ************ did a total roof replacement , one area in the flat tar was present . the roofer should have replaced the wood instead as i was told cleaned off tar. the roof area that he claims in description AS REROOFED certaineteed base sheet cap sheet and 1x8x 8 #2 board for decking was NOT DONE. Tar is seeping through roof. ALL HART either needs to replace the wood and roof area or REFUND ME THE MONEY FOR THAT AREA HE DIDN'T REPLACE PROPERLY, I CONTACTED *********** TODAY AND HE FEELS THAT HIS 5YR WARRANTY DOES NOT APPLY TO MY COMPLAINT

  Customer response

  08/24/2023

  Mr,*********; came to my house  and appeared to have had it set in his mind that he was not gonna honor my 5y warranty. He wasn;t taking responsibilty for the botched job nor the 5yr warranty, .  I explained had he removed the wood with tar upon installation he wouldn;t have to had to make corrections.  He did not appear to be interested in making resoultions to my complaint and honor the 5year warrany. I explained that his employee assured me that the all the tar was removed up new shingles placed. He said the the **** leaking at would just have to bleed. That does not make sense that a 3yr old roof woould have to seep tar ,instead  of making the corrections.  He SAId HE DIDN;T CARE WHAT HIS EMPLOYEES SAID. I told him   that obviious you don't care,that is the reason company like you are reported to better business bureau.. He said it would cost him $ 2,,000 to **** the problem. I said if that's the case he could always right that off at the end of year,but he needs to make it right by me on the 5 year warranty.

  Companies like this that do botched jobs,need to be held accountable .  whyt   have a warranty if  they will not honor it. He either needs to give me a refund of the cost of repair on that area of porch or do the job to remove the tar wood,replace the shiongles etc.

  

  Business response

  08/28/2023

  In response to the complaint dated 08/22/2023 about the enclosed covered patio.
  As a representative of All Hart LLC, I did say verbally by phone due to the pre-existing tar that was seeping through the board joints there was nothing I could do about covering it under warranty, but I would come out and take a look.  We had a scheduled appointment for 08/24/2023.  A complaint was made prior to our meeting in person. Met with the homeowner as planned on 08/24/2023.  I understand the homeowner wants the 1x4 tung & groove wood deck replaced and re-roofed at the expense of the company. Since the homeowner was aware of the pre-existing problem and did not want to pay to have the wood deck removed, I cannot justify covering this under workmanship warranty since the problem was Not caused by the workmanship of All Hart LLC crew.
  All Hart LLC replaced the roof noted on the house and enclosed covered patio on 5/22/2020.  ***************** is a low slope roof.  The original roof over the enclosed covered patio already had tar seeping through the joints of the 1x4 tung & grove decking. Pre-Existing problem.  Before roofing I informed the homeowner to completely remove the tar would be to replace the wood and it would be expensive. The homeowner did not want to spend the additional money.  The other option was to allow the seeping of the tar to eventually melt out.  Since the tar was already seeping between the joints there was nothing that could be done to stop what had already started. We will do our best to remove all old material but there is no guarantee the seeping of tar will stop until it melts out.
  The material that was originally installed was a self-adhesive modified material (Cap Sheet).  No underlayment was found to have been used. Cap sheet Adhered to the wood deck. The material is very difficult to remove when installed in this manner. We removed most of the product possible.
  Our installation process: Removed as much of the original material as possible.  Installed Certainteed Flintlastic self-adhesive Base sheet.  Installed Certainteed Self-adhesive Cap sheet over the required Base Sheet.
  The homeowner states that the roofer should have replaced the wood.  At whos cost?  That was not a part of the agreed price, and the homeowner did not want to pay any more additional cost. Asked the homeowner at the time of our meeting on 08/24/2023 why didnt you call the company that originally installed the roof when the issues first happened. Response: because they are out of business.
  Homeowner claims that a base sheet and cap sheet was not done.  Why do you claim it wasnt done? All Hart LLC bought, paid, and was invoiced for Cap sheet and base sheet material that was installed.
  Homeowner referred to the 1x8x8 board for decking.  That was used to replace rotted deck board over the garage and had nothing to do with the patio.
  After consideration, even though the roof was over the enclosed covered patio was replaced properly, All Hart LLC will refund per the Homeowners complaint request $788.00 for their cost to re-roof ***************** only as stated in the agreement provided this will resolve the complaint.

  Customer response

  08/28/2023

  Intially ************ said it would cost him $2,000  to replace wood and shingles. In Response to **************** agreement to provide a refund to replace the wood and shingles. Why isn't he offering me the $2,000 so i can seek out another roofer to do the job p[roperly. With that kind of refund i wouldn;t be  able to find a reputtabl;e company. So if Mr,**** is willing to allow more on his refund i will accept his offer

  Customer response

  08/28/2023

  According to my invoice i was given a 5yr warranty. I don't understand why it has become a problem for  ************ to  honor and filing a claim with his warranty company of 2k . that is what warrantys are for..

  ************ is only hurting his  company's ; reputation on line by not quickly and failry responding to a fair and reasonalbe outcome.

  Customer response

  08/31/2023

  I am rejecting this response because:   

  Mr,*********; came to my house  and appeared to have had it set in his mind that he was not gonna honor my 5y warranty. He wasn;t taking responsibilty for the botched job nor the 5yr warranty, .  I explained had he removed the wood with tar upon installation he wouldn;t have to had to make corrections.  He did not appear to be interested in making resoultions to my complaint and honor the 5year warrany. I explained that his employee assured me that the all the tar was removed up new shingles placed. He said the the **** leaking at would just have to bleed. That does not make sense that a 3yr old roof woould have to seep tar ,instead  of making the corrections.  He SAId HE DIDN;T CARE WHAT HIS EMPLOYEES SAID. I told him   that obviious you don't care,that is the reason company like you are reported to better business bureau.. He said it would cost him $ 2,,000 to **** the problem. I said if that's the case he could always right that off at the end of year,but he needs to make it right by me on the 5 year warranty.

  Companies like this that do botched jobs,need to be held accountable .  whyt   have a warranty if  they will not honor it. He either needs to give me a refund of the cost of repair on that area of porch or do the job to remove the tar wood,replace the shiongles etc.

  

  Business response

  08/31/2023

  This complaint is about the low slope roof over the enclosed patio cover that was previously done by another contractor.
  This was an insurance claim to replace the roof and gutters on the house which did not include replacing the roof over the enclosed patio cover.  The homeowner paid an additional cost of $788.00 to replace the roof material over the patio and did not include the cost of replacing any wood.  This was done at a separate cost after discussing the existing tar problem under the patio cover. 
  The agreement stated, Covered back patio low slope roof ADD $788.00 if completed. The homeowner could have waited and gone back to whomever she wanted about the Existing problem but chose not to or I could have given her a quote to replace the wood deck at the time, but she did not want to incur the additional cost.
  How is it a botched job when the homeowner knew beforehand that it was an existing issue?  The homeowner admitted the issue existed before we roofed the enclosed patio cover.  The only reason she is saying the wood should have been replaced is because that is what she has been hearing recently from others.  The others werent there during our conversation. This is a tongue & grove what appears to be premium pine and painted wood.  I never said it would cost $2,000.00 to replace. The supposed employee that assured her all the tar was removed does not make sense since the tar still appeared on the underside of the wood deck and if one of the crew members said that he is a contract worker not an employee.  He may have been referring to the top side.  As stated in the beginning the tar that has already started seeping through the joints of the wood deck cannot be stopped. Why didnt the homeowner go back to the original company that installed the first roof and complain since she knew the problem existed before we met? 
  This year has been a hot year and appears that the tar has seeped out to the point of ending.  The tar can be cleaned off the wood and wait to see if there is any more tar seeping.  If there is no more tar seeping, the problem is resolved, and you may want to repaint the wood.  If not caulk the joints with a quality caulk and repaint is one possible option.
  It would have been nice to report the complaint if still needed after our meeting on 8/24/23 but instead reported before our meeting and dead set on the wood needing to be replaced. At this point it can be resolved without replacing the wood.  I offered a refund on the roof of the enclosed patio.  Take the money and fix the issues that Existed before we ever met.
  If the homeowner wanted the wood replaced, she should have asked for a quote or gone back to the original company to address the problem.  The roof on the enclosed covered patio could have been done later since it was not part of the insurance claim.

  Customer response

  09/04/2023

  I am not in agreement regarding the settlement of $788.00 from ************ because he said it would cost $2,0000 to repair the roof. Why would he offer $788.00?

  

  Business response

  09/05/2023

  This complaint is about the low slope roof over the enclosed patio cover that was previously done by another contractor.
  This was an insurance claim to replace the roof and gutters on the house which did not include replacing the roof over the enclosed patio cover.  The homeowner paid an additional cost of $788.00 to replace the roof material over the patio and did not include the cost of replacing any wood.  This was done at a separate cost after discussing the existing tar problem under the patio cover. 
  The agreement stated, Covered back patio low slope roof ADD $788.00 if completed. The homeowner could have waited and gone back to whomever she wanted about the Existing problem but chose not to or I could have given her a quote to replace the wood deck at the time, but she did not want to incur the additional cost.
  How is it a botched job when the homeowner knew beforehand that it was an existing issue?  The homeowner admitted the issue existed before we roofed the enclosed patio cover.  The only reason she is saying the wood should have been replaced is because that is what she has been hearing recently from others.  The others werent there during our conversation. This is a tongue & grove what appears to be premium pine and painted wood.  I never said it would cost $2,000.00 to replace. The supposed employee that assured her all the tar was removed does not make sense since the tar still appeared on the underside of the wood deck and if one of the crew members said that he is a contract worker not an employee.  He may have been referring to the top side.  As stated in the beginning the tar that has already started seeping through the joints of the wood deck cannot be stopped.  Why didnt the homeowner go back to the original company that installed the first roof and complain since she knew the problem existed before we met? 
  This year has been a hot year and appears that the tar has seeped out to the point of ending.  The tar can be cleaned off the wood and wait to see if there is any more tar seeping.  If there is no more tar seeping, the problem is resolved, and you may want to repaint the wood.  If not caulk the joints with a quality caulk and repaint is one possible option.
  It would have been nice to report the complaint if still needed after our meeting on 8/24/23 but instead reported before our meeting and dead set on the wood needing to be replaced.  At this point it can be resolved without replacing the wood.  I offered a refund on the roof of the enclosed patio.  Take the money and fix the issues that Existed before we ever met.
  If the homeowner wanted the wood replaced, she should have asked for a quote or gone back to the original company to address the problem.  The roof on the enclosed covered patio could have been done later since it was not part of the insurance claim.

   

  Attachments:

  File BBB.PDF

  
  

  Customer response

  09/05/2023

  I will  accept the $788.00 refund for the  cost that i paid for that area of my back porch from *********** . I feel that is fair enough and I am so ready to resolve this complaint and start repairs on *******.., ************ can put check in the mail or drop off at my house. Whichever is more convenient for him.

  Customer response

  09/06/2023

  I have reviewed the business response and accept this resolution. 

  I will  accept the $788.00 refund for the  cost that i paid for that area of my back porch from *********** . I feel that is fair enough and I am so ready to resolve this complaint and start repairs on *******.., ************ can put check in the mail or drop off at my house. Whichever is more convenient for him.

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