ComplaintsforMoss Home Improvement & Roofing, Inc.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2018 Moss Home Improvement put a roof on for us and the first time it rained water filled the light fixtures, microwave, stove and down walls. They came but to this day we still have problems. The shingles have come up around the flashing and the ridge vent was removed and the house gets no air circulation and there is a soft spot on the roof where shingles were place on rotten wood. Also the walls have drainage stains running half way down my granddaughter’s walls. ***** ****** told me we needed a new roof when he saw this in 2018 and it’s worse.

  

  Business response

  08/10/2022

  Roof leak is correct except it was from a storm (Mother Nature) that blowed off there roof vent cap that comes on older double wides, our crew went out the same day they called and put in a new Lomanco/750 vent at no charge to them. The pictures of the heat stack vent that has the metal raised up will typically only raise the NAIL not the entire bottom portion of the Flashing, takes a lot of force to get the metal that high. Most manufacturers state that a ridge vent should not be installed on a roof with a pitch (slope) of 3-1/2 in 12 or less and this home was near that. Owners requested the ridge vent even after being told this plus the fact she had all cathedral ceilings' which typically is full of insulation that will not let air pass through to the ridge vent. Please also see the following link which talks about the MOISTURE PROBLEMS IN MANUFACTURED HOMES UNDERSTANDING THEIR CAUSES AND FINDING SOLUTIONS... ******************************************************** I have tried to explain the streaks on the walls in the center of there home is not water coming from the roof, if it was then it would not just stop 2ft- 3ft from the top of the ceiling, it would continue all the way to the floor and continue till it stopped raining. We hate that this is happening but it's not the roof.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Moss Home Improvement installed a new roof on my house on 7/7/2021. They did not repair the gutter and soffit damage from a limb hit at that time, I was told it would be done by the end of the following week. On 8/15/2021, a storm caused water to come into our house in the area of the incomplete repair, damaging the paneling on an interior wall, soaking the wall, flooding our dining room and hallway upstairs, and damaging a TV, **** ***, **** Remote, and TV stand in our basement. The water coming through the wall also partially flooded the carpeted area in our basement. We even had water dripping off the wiring inside our ceiling downstairs. We were lucky that did not cause a fire. ***** ****** from Moss came to the house the next day and I showed him all the damage due to the incomplete roof repair. His crew was out the same day and fixed the hole in the soffit and installed a new gutter on the roof of our house that was supposed to have been done a month earlier. He nor Moss Improvement have made any effort to address the damage done to our house even after requesting and receiving pictures of the damage, some with date stamps as ***** requested. Yesterday we received a bill from Moss Home Improvement demanding full payment by November 19 or they are threatening to put a lien on our property and take us to court. Still without addressing the over $1700 in damage and cleanup costs we had due to their failure to repair our roof properly. This is a sorry and inexcusable way to do business. I have notified them earlier that we were waiting on estimates on the repair to our damaged wall before paying them anything but they have refused to acknowledge the damage their poor repair job caused or even offer a discount on the roofing job to offset the damage.

  

  Business response

  11/17/2021

  When I originally went out on January 5, 2021 we were to repair the roof and wooden soffit due to tree damage. We also gave a price on entire roof replacement.  Mr. ****** wanted a new roof and was going to get his insurance to pay for it.New roof was put on in July.  The homeowner called on 8/16/21 and said they had water come in the house from a storm the previous night.  I went the same day and looked at the wall that the customer stated the water rippled the paneling (within 24 hours) (picture #1) there was damage but as I stuck my hand between the paneling that came apart and I found it to be dry and dusty which indicates that this could not have happened overnight. There were no signs of any emergency water removal equipment upstairs or downstairs. After going downstairs I found it odd that the TV, **** remote, and box were in one spot claiming water damage on this as well, which still had dust on the exterior.  In my opinion this was previous damage that did not occur the night before or it would have still been damp and moist. In looking at the wooden soffit outside it was leaning away from the house and was also dry.  As far as customer receiving the bill and asking for payment we never take money up front or during our work but it is due upon completion.  The first bill went out August 18, 2021 with no response until second billing of September 23, 2021.  They then said they were getting an estimate for damages which at that point 30 days had passed.  We are now 90 days in and just received the damage estimate the same day this complaint was filed.  Along with the estimate that was done on Microsoft word with no authenticity as anyone can do that. They only provided one estimate which is from a non licensed contractor.  The last picture you will notice there is a bucket sitting over the drain which implies the outside floor drain is not working and the door seal is at the same level as the concrete.  We would like to speak to the insurance company or see the itemized quote from original claim to see if this was included in the original damage estimate before we make a determination to this complaint. I feel this could be prior damage. We will only be held to the responsibility of the wall damage.  The customer wants reimbursement for items and services without any professional document that these items/services were even done.

  Customer response

  11/21/2021

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have attached another, more thorough estimate from a local, well known, licensed and bonded contractor, *** **** ***********.  The previous estimate I provided was withdrawn by the licensed, bonded contractor ** ***** due to fear of retaliation by Moss Home Improvement.I have also included the report from my insurance company on the initial roof damage, which included no interior damage.I also have a number of of date/time stamped images of the damage and dampness from the storm of 8/15/2021.  I will attach as many as the BBB allows.They include:1) The opening at the edge of the roof left uncovered by Moss Home Improvement when the roof was done almost a month earlier.  This hole should have been recovered if the remainder of the repair was not going to be done at the same time as the roof replacement.2) The dampness and wet areas just inside the opening, which show that water entered into that area, just above the damaged inside wall.  These pictures were taken the morning after our house was partially flooded, the morning of 8/16/2021, and show that these areas were still wet from the night before.  Before Moss Home Improvement installed the new roof, this area was   tarped/covered to prevent water entry.   We had no water entry into the house in that area or any other previous to the installment of the new roof by Moss Home improvement.  3) Pictures of the damaged inside wall, window sill, water inside the window, water standing on the floor, and water on furniture that was against the wall.4) Pictures of a drain pipe and electrical wiring in the basement ceiling, just below the damaged wall, that show water droplets hanging off the pipe and electrical wiring.  This wiring was of course live at the time it was soaked by the water coming from the hole in the edge of the roof.  Having these wires soaked with water of course presented a fire hazard.5) Pictures of the TV, **** box, **** remote, TV stand, all soaked by the water dripping down from the wall above.6) Pictures of the soaked carpet in the basement from the water coming from the wall above.In response to the statements made by the Business:1) There is an air conditioning duct at the bottom of the wall, which given the time of year, was most likely running for over 12 hours before the Business looked at the wall.  This could have very well have dried out the outer layer of the wall.  The very outer layer of the wall being dry 18 hours after it was wet proves nothing.2) No examination of the soffit or surrounding areas was done by the Business on the next day, other than from ground level.3) At the Business’ request, I had previously sent the Business time/date stamped pictures of the wet **** box, TV, and remote, so the denial by the Business of seeing them wet is not very credible.4) As to the fact that the Business did not notice water removal equipment in the house, I’m assuming that a large orange shop vac that was still in the middle of our dining room at that time did not fit the classification of water removal equipment. 5) When damage is caused by a person(or Business’) negligence, the person(or Business) does not get to pick and choose what portion of the damage to assume liability for nor who gets to repair the damage.  Also, calling the other party a liar, as the Business has done in its previous response, does nothing to further the process. Regards, ****** ******

  

  Business response

  11/29/2021

  Merry Christmas Mr. ******, Our apologies for your troubles that you have had , please by all means take care of the damages that you have suffered and just remit payment from what the remaining balance would be. Happy Holidays to you & your family.  

  Customer response

  12/01/2021

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Business:Please confirm, both in this BBB communication, and in an email to my email, **********************, that Moss Home Improvement will accept a check for the amount of $2311 as payment in full to satisfy this matter.That is the remainder when you take the original estimate from Moss Home Improvement($6955), minus the wall repair estimate from *** **** ***********($3864) and minus the cleanup costs and personal property damage($780) Once I receive that communication, I will mail Moss Home Improvement the check for $2311 and consider this matter closed. Regards, ****** ******

  

  Business response

  12/02/2021

   Moss Home Improvement will accept a check for the amount of $2311 as payment in full, once again our apologies.

  Customer response

  12/07/2021

  I have reviewed the response made by Moss Home Improvement in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will be sending the business a check for $2311 this week. It is a shame it was so difficult to obtain a fair settlement from what is supposed to be a reputable business. As long as Moss Home Improvement is under its current management, I would and will definitely recommend against having work done by them. Regards, ****** ******

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