ComplaintsforAsset Roofing Company LLC

• Initial Complaint

  01/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had our entire roof replaced by Asset Roofing from Dec. 9, 2022 through Dec. 12, 2022. In the few weeks that followed we had a long drawn-out dispute with them, including numerous emails, plus calls and texts, about various problems we had with the results of the project. For one thing, our assertion that they were over-charging us for plywood (as it happens, over-charging for plywood is mentioned by another complaint on this page; how interesting). And the damage that occurred to our hot tub cover during the project. And other things. In the end we came to an agreement and compromised on the amount of the final invoice.So why am I bringing this up now a year later? Well, we recently learned from our mold remediation company that our attic's ventilation is not up to par. And part of the contract with Asset Roofing that I signed on Nov. 18, 2022 was that the attic's ventilation would be brought up to code. (Note, their Nov. 10, 2022 proposal doc itself only suggests at this; doesn't state it explicitly; but after I asked about this in a follow up email on Nov. 17, 2022 , the Asset Roofing salesman confirmed in an email later that day that yes, the project would indeed include bringing attic venting up to code.)I contacted them on Jan. 5, 2024 about our current need for better attic ventilation and asked them how they were going to address it. For now I won't go into details about the emails between myself and the company owner in recent weeks (but I can share if needed, if asked). But suffice to say for now: Asset Roofing is clearly dragging their feet, is clearly blowing us off, regarding our request that they honor their contract and improve our attic's ventilation. Note, I've even offered to pay for the hardware of said improvements, all I ask is that they provide free labor and do it promptly, like in the next week. (Time is of the essence for this, due to small but increasing amounts of mold in our attic.)

  

  Business response

  02/03/2024

  Thank you for reaching out and for your perspective.  Asset executed the scope of work exactly to the contract that I have revisited and read through all the details.  I have also looked through all the photo documentation that was taken from the installers before during and after the project to confirm that we did do what the contract states.  What I have observed is that Asset removed the plywood and replaced installed new baffle system to increase the attic airflow of this area which is a vaulted area to allow for the air to flow in this area and we have intake and out take in this area. I have many photos showing this has happened.  Mold can form for many reasons attic ventilation is one cause.  But from what I see this area is vented properly.   I do not know the experience of the attic tech and can not make choices of of there opinions of the space.  

  Asset Roofing has agreed to install the vents that the homeowner is requesting and that the home owner is providing though we don't totally agree with the solution. Currently we have a very booked schedule and low labor pool at this time and it is on the radar to perform the work.  We can improve our communication with the homeowner . but this is not a warranty issue nor is this do to faulty work on asset roofing.  I would also like to see the report from the attic company about there findings.  We will get this done for the homeowner but we are not backing up the attic vent system. 

   

  Asset team

  Customer response

  02/03/2024

   
  Complaint: ********

  I am rejecting this response because: 

  Re. the request for documentation from the attic company: their estimate doesn't give details, it just says we need two fans.  However on **** 19 we hired a home inspection company to do a thorough, fine-grained inspection of our attics and crawlspaces. I will attach that doc.  Search doc for "baffles", "venting", etc.  Note, only sections 1.3.1 through 1.5.5 are related to areas that were affected by this roofing project; the areas that need better venting.

  Re. "Asset Roofing has agreed to install the vents that the homeowner is requesting".  I dispute that. Again, I feel that A.R. is dragging their feet on this matter, blowing us off. The last email I got from them was **** 18.  I've emailed 2x since then with no response. He's said multiple times that their schedule is booked. How long are we going to have to wait?  This is part of a project that they began 14 months ago and have not finished.  I would like them to prioritize this above any future work they make be taking on.  Please honor you commitments to *current* customers before taking on new work. 

  Also I didn't mention this yet, but one thing which is *explicitly* stated in our contract is that existing ***** vents would be covered up.  This did not occur with our one ***** vent.  I brought this up during the many emails we exchanged during our dispute during Dec. 2022 and *** 2023; they never did it; I decided I had to "pick my battles" and so didn't mention it again at the time.  But now I'm bringing this up again.  Our contract states that ***** vents would be sealed.  If NOTHING else, please do that. Who knows, perhaps that alone could fix the problem. (Unlikely, but theoretically possible.)  

  Customer response

  02/14/2024

  UPDATE, February 14th -- yesterday I went in the attic and used rigid plastic sheeting to cover the ***** vent; however I'm not sure I did it properly so they should ideally inspect what I did and modify if needed; since the closing of ***** vents was, again, explicitly stated in contract.  Also I never noticed this before, but it appears that part of the ridge venting system is not functional; was not installed properly.  For about 10 linear feet of roof ridge, the roof decking was NOT cut away to allow air to access the vent.  Photo attached with example of problem.  Apparently the technicians who installed the roof and the ridge vent don't even know how a ridge vent works; or perhaps they were so rushed that they overlooked this section.  This needs to be fixed somehow; or else install of a few box vents needs to happen; or something.

  

  Business response

  02/21/2024

  We have review our agreement, and we execute the scope of work and vented the attic space and created air flow.  we removed the plywood installed baffles and created air flow. 

   

  Like we said from the start we can add box vents of attic fan providing the labor portion.  We have always said that.  Our schedule is packed and let us know when you have the attic fan you want or the box vents and we will schedule it out. 

  Customer response

  02/22/2024

   
  Complaint: 21227538
  
  I am rejecting this response because:
  

  It appears you did not read the most recent communication (which starts with "UPDATE, February 14".)  In it, I stated that the ridge vent your techs installed in December 2022 is *not* fully functional. I added a picture attachment.
  Disregard what I said in early January about us buying the attic fans. After consultation with other roofing specialists about our roof, we have decided not to pursue this course of action. I already communicated this to you in an email on January 21, 2024.
  Please send a venting specialist (if you have someone like that on staff) to at least examine the ridge vent situation to determine what course of action is needed.  And to inspect the work we did in closing the ***** vent.  THESE ARE BOTH WARRANTY ISSUES.  *****, my partner and co-homeowner,  will call you tomorrow, Feb. 22, to request that you set a date for this initial visit.
  
  Sincerely,
  *********************

  

  Business response

  04/04/2024

  Hi,

  
  As we have mentioned with our previous responses and well stay firm with our perspective - Asset Roofing have executed the scope of work exactly as what is indicated in the signed agreement. We have revisited this over and over and did not see any lapse with all the work as detailed. We have also done a final inspection after the roof has been installed. Following thorough inspection and meticulous attention to detail, we can confirm that the roof has met all the standards and specifications as indicated in our signed agreement. 
  
  We understand that clients have hired other company to install ventilation but as we have stated - job was completed by Asset Roofing. It is also important on being mindful of potential biases or conflicts of interest when considering statements made by other companies. Seeking multiple opinions or conducting independent research can help verify claims and make informed decisions.
  
  All the concerns raised by the clients have been thoroughly addressed and resolved by Asset Roofing. Our commitment to addressing any issues and ensuring customer satisfaction remains unwavering.
  
  I also refused the statement given by the clients that our crew or team of installers doesnt know what they are doing. Asset Roofing is dedicated to delivering exceptional service and upholding the highest standards of quality and integrity in all aspects of our operations. We take great pride in the expertise and experience of the roofers we have selected for our project. Our team comprises professionals with extensive experience in the roofing industry. 
  
  Asset Roofing has also gone the extra mile in the clients roof project to ensure additional value to our clients but we never charged them extra for those. As part of our commitment to exceeding expectations, we have added supplementary roofing measures enhancing the durability and longevity of the clients roof without any additional cost.
  
  I have also attached the detailed scope of work stated on the signed contract and a report showing all the work done from start to the end of the project.
  
  I hope this clarifies Asset Roofings side of this complaint.
  
  Regards,
  *****************************

  
  

  Customer response

  04/11/2024

  Asset Roofing: 

   

  Perhaps you didn't see the message to you by BBB on Feb. 15 (in which the start of text from me was "UPDATE: February 14"). And it stated that "For about 10 linear feet of roof ridge, the roof decking was NOT cut away to allow air to access the vent."  This is a bona fide warranty issue.  I attached a pic (20240213_160253.jpg); let me know if you need more for clarity. 

   

  Also for context, I am now attaching photos (taken from the photos you recently sent, with red arrows added by me) pointing out the section of ridge which doesn't have proper venting. 

   

  Also, as stated before, there is also the matter of the ***** vent which you didn't close.  As stated in one of the docs you just attached: "Asset roofing will close all existing ***** vents from the inside as required by the manufacturer."

   

  Re. your assertion that "We have also done a final inspection after the roof has been installed.":  Yes, but that was only on the outside of the house.  The issues we've raised are only visible on the inside; in the attic; which you did not visit.  And which we have requested multiple times that you visit.  

   

  This whole time we've been trying to give you all the benefit of the doubt.  Trying to assume that you've been so busy that you haven't been thoroughly reading these messages.  Trying to assume that you'll come around eventually and meet your warranty obligations.  And therefore we haven't yet posted any negative reviews on ******* Yelp, Reddit, etc.  

   

   

  

  Business response

  06/04/2024

  Hi,

  I believed all concerns were already addressed by Asset Roofing previously.

  Two points we wanted to clarify:

  1.  The ***** vent that the consumer closed themselves. Per the contract, the business was supposed to close all ***** vents, and the consumer asserts that they did not. The business did not address this particular concern. The consumer closed a particular ***** vent in question and wants the company to review their work.

  - ***** vent- If they can provide a picture of what ***** vent was closed or one we did not close that would be helpful.  
  - We have already submitted a complete photo report on the previous ticket created. Asset have closed those that are needed to be closed and every attic space is a bit different. It looks like it was the area with the skylights. 

  2.  The consumer asserts that for 10 linear feet of roof ridge, the decking was not cut away (which you can only view from the inside), and the business has not addressed this particular concern.

  - What area is this ten feet - so I can go back through are documentation and see what we did and why.
  - Asset did a tear off and had a evaluation of the attic space and made a plan and executed based on the situation.  The consumer closing off there own ***** vent and doing such work has nothing to do with us.

   

  Thank you!

  Customer response

  06/05/2024

  Complaint: 21227538
  
  I am rejecting this response because:

  As far as the ***** vent. You said "Asset have closed those that are needed to be closed."   You have either been giving false information by your *******, or else, you are flat-out lying here.  No ***** vents were closed by your company.  I'm attaching two pictures here; one of the inside of the ***** vent, after I closed it (I thought I already sent this,  no?) And one picture of the outside of the ***** vent which I took today.
  
  As far as the ridge vent issue: I have already sent pictures earlier in this BBB conversation. Some of which were pictures you had sent with annotations that I had added. I am not going to resend these. Search through the conversation history and you will find them.
  
  During this whole process you have repeatedly shown either a poor ability at reading comprehension, OR, are pretending to not have read things I've written.
  
  This is the last message I'm sending; I'm done with this nonsense. THIS IS YOUR LAST CHANCE to make good on your contract and do the work you said  you were going to do for us.   If you do not, I am going to write a very long and detailed (but completely factual of course) review on ****** and Yelp and other such sites. Is that really what you want?

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

  

  Business response

  07/17/2024

  Asset has reviewed this many times.  
  
  When roofing the home, we look at the factors of ventilation based on the space needing ventilation, and we make adjustments as needed in light of the manufacturer's recommendations.  sometimes it includes blocking ***** to change airflow and sometimes not depends on the structure and the space.  
  
  We are not liable for mold development because there are so many factors the can cause mold. Ventilation is one of many things that can aid in the prevention of mold depending on design.  biggest factor is how the living space is being occupied and is the attic air sealed to prevent the condensation from the interior living. Ventilation can only aid in a normal level of condensation.  Older homes or odd designs could be more prone to this. 
  
  Asset was hired to replace the roof and add or subtract what was needed to vent the condensation in that space.  We did not do full inspection of complete removal air seal and focus on that as part of this scope of work.  
  
  Asset did offer to add more ventilation for free though we don't believe that that's the root issue or the solution.  
  
  Per the Actual scope of work we proposed and what we agreed to do asset fulfilled the agreement.
  
  Also in the agreement line 7 in  our terms and conditions lets the customer knows that the warranty ( iff applicable) would be void if any persons, or firm performs work or re performs any work that was in the original scope of work.  And in this case the attic and ventilation and our work has been altered and therefore we can not determine when the cause or why.  

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired asset roofing to replace my roof this summer and after multiple revisits for work not completed or to satisfactory the owner came out and ignored my complaint about the flashing not being complete went over to a separate area where work that was promised was not completed. After a couple more visits One problem area was completed but the flashing was left undone until the rain started for the second season. After speaking with **** ****** over email, the emails started to fall out and not come through. **** made an appearance after having to reschedule because I was having some tree work done and large equipment was in the area creating a safety hazard for the roofers. Communication has been very minimal from asset roofing since this being an issue. **** came out on a rainy day to finish the flashing and did not complete the work due to rain. After sending multiple pictures via email to **** I have not received any responses. No rescheduling opportunities or attempted contacts. There is a tarp covering the affected area to stop further water damage. Asset has not created a water right roof for me after ********* dollars was spent.

  

  Business response

  10/23/2023

  Issues have been resolved. See emails 

• Initial Complaint

  05/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have been disputing the plywood charges we were presented with from Asset Roofing Company. We were initially told (verbally by ******) to budget for 12 sheets of plywood, although only 3 sheets were included in the original bid. When the roof was completed we were given a bill for 45 sheets of plywood at $70 a sheet. We were never told the amount of plywood was being more than tripled. The only communication we had from Asset Roofing Company was on day one when **** said a few more sheets were being used.We sent multiple emails and tried to have a conversation in person with the owner. He never offered to meet us and instead communicated through email, or had a staff member write on his behalf. Asset Roofing only sent us pictures after we were sent the bill and asked about the huge discrepancy.After looking at the pictures, inspecting our roof and attic, and taking measurements we can account for 25 sheets. We included an additional 5 sheets (20%) for waste and paid for 30 sheets within 5 days to avoid a finance charge.We could never reach an agreement with Asset Roofing and they were holding our warranty. We paid the final amount to receive our warranty and not have a lien put on our house.

  

  Business response

  05/22/2023

   just received your email regarding the complaint that was filed against Asset Roofing Company in regards to a plywood discrepancy. I went back over all the communication that Asset and I had with ********;****** throughout her project. I spoke with ********;directly a few times through email, phone, and in person. This is the information that I can help provide to hopefully close this out. ********;signed her original contract on 2/9/23 for a total of $17,785.00, I have attached the signed authorization page that shows the options she chose. I also attached in the quote where ****** ( Roof technician that was on the job) put in the notes with a photo to budget for plywood right underneath the photos is out terms and conditions that state how we proceed with plywood and the total cost. ****** had spoken with ********;and agreed upon all plywood being replaced being $70 a sheet rather than the $96 per the contract during the inspection. Asset did honor the $70 a sheet plywood cost as well as included 3 free sheets of plywood included in the proposal.  ********* and her husband also had a wholesale job included in the contract as well. Looking through the emails, I do see that Asset Roofing could have provided more communication in the small-time frame that we were aware of the plywood change order. Making the customer aware of any change orders are out top priorities but it does not change us from doing the work as per the contract that was signed and initialed, we are to replace anything that we see necessary to provide and install a proper roof. Communication was sent to ********;with photos of the plywood being changed and was also counted by the crew lead, field manager, and our owner upon completion with multiple photos. We provided ********;her warranty for the materials as well as her workmanship warranty with Asset Roofing upon completion of payment and have not heard of any issue until now. Please let me know what I can provide or do to close this out as we have done out absolute best working with ********;throughout her whole project. 
  
  Thank you,

  Customer response

  05/25/2023

   
  Complaint: 20014764
  
  I am rejecting this response because:
  Asset Roofing Company did not communicate with us about the amount of plywood they charged us.  The sales person, ******, wrote in our contract to "budget for plywood". He verbally told ** to budget for 12 sheets of plywood.

  Our contract did not include "three free sheets of plywood".  The cost of the plywood was included in the bid.  The only time Asset Roofing Company spoke to ** about plywood was on the first day when **** said "a few more sheets" were being used.  Asset Roofing stated in their response "Communication was sent to *** with photos of the plywood being changed". This is not true.  Asset Roofing Company only sent us pictures  AFTER the job was completed and only after we asked to see pictures.  In addition, the pictures do not represent the amount of plywood we were charged for.

  Asset Roofing Company said they would "be with us every step of the way." They would "show us pictures of work being done" and "keep us up to date." None of that happened with us.  It does not seem realistic to present a customer with a bill that is more than three times the estimated amount.  

  The following emails were sent to and from Asset Roofing:

  On Wednesday March 22, 2023 I wrote to Dalis immediately after receiving our invoice:

  Hi Dalis-
  We are SHOCKED by the amount of plywood that we are being charged for. We were never told how much was being used.  The last amount we were told was that 12 sheets were estimated.  We saw one sheet on the side of the house and thought 11 sheets were used. We have cash for the original amount due ($8,885) plus 11 sheets of plywood ($770).  There is a huge miscommunication.  Please let me know what you can find out on your end.
  

  This was Dalis' response:

  Hello ***, 
  Sorry for the late reply I was confirming with production as well as the field managers. It looks like ***** and **** both spoke with your husband while on the property, I apologize I do not know your husbands name but they did mention to him both times that several sheets of plywood were being replaced due to mold. Would you like me to have production send over all of photos of the sheets of plywood that were replaced?

  This was my response to the email:

  Hi- yes please, "a few sheets" is much different than 45! My husband's name is *******/*********
  We never met *****, although we would have liked to. I only spoke to him on the phone. We did meet *********

  This is the first time Asset Roofing Company offered to show us any pictures of work being done on our roof.   No one from Asset Roofing Company talked to us on the second day, and my husband was at home the entire time.

  To the best of my knowledge we did not receive a workmanship warranty, we received the manufacture warranty.

  We paid Asset Roofing Company do avoid having a lien put against our house.  We do not believe Asset Roofing Company used 45 sheets of plywood on our house.

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a new roof installed in the month of October 2021. Prior to installation the plywood to be used was left out in the rain for three weeks and then installed. In June of 2022 we had our home inspected prior to trying to sale our home and it failed the inspection due to mold on the roof. Asset roofing installed more vents about a month later but did nothing to treat the mold that had already occurred. Our home would still fail any inspection thanks to the improperly installed and ventilated roof. Invoice number ***** Paid: $14,126.40 Asset Roofing Company, business license ****************************

  

  Business response

  10/27/2022

  We are reaching out to the customer and getting repairs in the works. 

*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. ↩