ComplaintsforCTI Roofing

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In July 2019 CTI Roofing put a new roof on my house. It came with a 5 year warranty. In July 2022 I got into my attic and saw mold growing on the plywood. I looked for obvious signs of leaks but couldn’t see any since it was summer and hadn’t rained for weeks. I contacted some companies that treat mold, but couldn’t afford to have them treat it. I bought a mold treatment product from Home Depot and treated the mold myself. I assumed that was the end of it. In March 2023 I had to get back into my attic. When I did, I looked at the mold and saw that it had gotten worse. At this point I contacted CTI and asked them to come inspect my roof for signs of leaks. It took a couple of months for someone to come out and assess my roof. They came out in the summer when it hadn’t rained for weeks. Their assessment was that the roof was not leaking and that the mold was being caused by inadequate ventilation. I had owned my house for almost 10 years at that point and had never had a problem with mold in the attic prior to 2019 when CTI replaced the roof. In December 2023 I had water come through the vent in the ceiling of my bathroom. I got back into the attic and inspected the roof. I could see water dripping from dozens of nails on the north side of the roof. I contacted CTI and told them my roof was leaking and I needed someone to come look at it. After several calls I was finally able to get an appointment scheduled. They didn’t show up for that appointment and didn’t call to reschedule it until 4 hours after the time of the appointment had passed. After several more calls I finally got someone to come look at the roof. They agreed that it was leaking and that they could see daylight through the roof. They said someone would be out to address it within a few days. That was January 19. No one has come to my house. I have called dozens of times and have only gotten ahold of a person once. They never answer the phone or return calls. I need my roof repaired and mold removed.

  

  Business response

  02/23/2024

  I acknowledge and apologize for the delay in submitting a response. On Feb. 8, 2024 As the owner of CTI Roofing I personally met with the customers and did another detailed inspection of the attic to verify the conclusions that were reached in the previous inspections. My inspection verifiably concluded that the cause of the mold issue is inadequate attic ventilation and not a leaking roof. There are multiple factors causing the issue which include two bathroom exhaust fans mostly venting out into the attic, a vent that was sealed off with the removal of a swamp cooler some time ago, and both soffit and gable vents on the back of the house not actually connecting to the attic space causing the moist air from the bathroom fans to be trapped in the attic resulting in high levels of condensation. The water dripping through the exhaust fan vent in the bathroom was condensation building up in the vent hose and dripping back through the vent cover.  While I met with the customers I was made aware of an issue around the chimney/front door. The customers acknowledged they had never previously made us aware of the issue. We have a repair crew resolve that issue and I am actively working with the customers to assist them in solving their attic ventilation issues. I am in the process of preparing a more detailed report. When that is complete I will amend this response to include it. Thank you 

  Customer response

  02/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the resolution is more than satisfactory to me. The owner of CTI went above and beyond to help me out with the issues with my roof and attic. He made some great recommendations to me to remediate the mold problem in my attic that saved me a ton of time and money. He let me know that my calls were going unanswered because of an issue with their phone software and promised to get it fixed. He also gave me his personal cell phone number and told me I could call him directly if I ever have any issues in the future. I am highly satisfied with the outcome and the work on my roof. I will recommend CTI Roofing to anyone I know who needs roof work done. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our roof was completed in 2018. In October 2022 we noticed some shingles were loose and not placed correctly. We contacted the company, sent email with pictures per their request. No reply. We have called numerous times, numerous voice mails. No reply. Finally called again, **** told us, *********************** is working on your case. We left numerous voice mails. No reply. We called again and spoke with **** again; we requested a supervisor or manager. Surprisingly "***********************" was available. before we explained the situation he gave us so may excuses. He promised to help and call us back with updates, sent us text "my direct number" He also said has not heard back from the crew" It has been raining here in ******, *******. and we need our roof repaired asap before more damage. It is incredible we cannot get a hold of anyone at *****************-218-2843, we leave voice messages, and no one returns our calls. Very inconsiderate.

  

  Business response

  01/24/2023

  Hi, This is to confirm that everything has been fixed with the homeowner's roof, we have sent out our repairman to do the assessment and the needed fix January 13, 2023. As a one time courtesy we have also waived the repair fee and service fee since it is already out of workmanship warranty period coverage. We have also talked to the homeowner to confirm that the reported issue has been fixed and they have confirmed that it is all good now.

  Thanks!

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