ComplaintsforJ&M Roofing Services Inc.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed an agreement with J&M to have our roof replaced. This included new shingles and underlayment. We received a quote and paid a deposit of $3000 before the work began on September 11.After the roofing project was completed, it came to my attention that the underlayment, specifically the RhinoRoof U20, was not installed in accordance with the manufacturers installation instructions. I received installation instructions from J&M, and these clearly stated that the underlayment should be anchored with staples, cap staples, or roofing nails when covered with primary roofing on the same day. Contrary to these instructions, your company primarily used staples to secure the underlayment and left it exposed to the elements without protection for an extended period(4-5days), which, as I have learned, voids the manufacturers warranty.I have repeatedly raised these concerns with J&M, and while some attempts were made to address the workmanship and property damage issues, my primary concern regarding the underlayment and the voided manufacturers warranty has not been adequately resolved. I have spoken to the manufacturer and they stated the use of staples to secure the underlayment is not recommended.I would like a refund of my $3000 and in return I will return the faulty installed materials to the company. I provided J&M with a photograph which supports our concerns with the underlayment but they would not take accountability of the faulty installation.

  Business response

  01/11/2023

  Hello ****, we understand your concern with the installation of the RhinoRoof U20 as we have discussed at length. We wish this concern would've been brought up at the beginning of the job versus after the job was complete, like you did. You had indicated that your photo was taken after the 1st day of work. We don't understand why this concern was held until after the last day of work was complete when the job was finished.
  
  In our meeting with our management and the General Manager of the supply company, we had heard your concerns and went over the installation guidelines with you. Furthermore, our team had multiple conversations with the RhinoRoof U20 manufacturer rep and the warranty department of the manufacturer. All parties involved were initially confused about your concern because there was no issue that arose throughout the project or since then, but only your concern about potentially not having a warranty on your underlayment. We were told that our method of installation was industry standard and that it didn't affect your warranty on your underlayment.
  
  We had offered a discount, an extended written warranty, and for you to connect with the manufacture rep that we have contact with or the warranty department to talk further and help put your mind at ease, but you declined all those options. We are more than willing to talk further, as we had indicated in our last conversation, but the warranties for your roof are fine and no further action is needed, and certainly not a refund. Please let us know if you would like to resume communication about this as we wish to get this resolved. Thank you, ****.

  Customer response

  07/11/2023

  ur concerns revolve around the installation process, which you have claimed to be in line with industry standards. However, after consulting with other reputable roofing companies, it has become evident that your work standards significantly differ from what is generally accepted in the industry.
  
  
  One of the most concerning issues is the treatment of materials during the installation. Old roofing materials, including roofing nails and shingles, were carelessly dropped from the second-story roof onto the new underlayment, causing substantial damage. This rough handling resulted in large gouges and wrinkles in the underlayment, as evidenced in the provided photos. Such treatment not only falls short of industry standards but also contradicts the manufacturer's installation instructions you provided to us.
  Our efforts to bring these issues to your attention were made promptly as we discovered them, and we expected a timely resolution. Furthermore, it is essential to highlight that there was no representation from your company during the seven days it took to complete the roofing project. Proper oversight during the project could have identified and rectified these discrepancies and deficiencies in a more timely manner.
  
  While you initially indicated a willingness to address these concerns by offering a workmanship warranty and a garage roof replacement, we were disappointed to find that these offers were later withdrawn. Your company's stance shifted to claim that the job was completed appropriately, which we vehemently disagree with.
  
  In conclusion, it is evident that there are clear deficiencies in the installation of the underlayment, and the garage will need to be redone. Additionally, our cement driveway and ***** have suffered damage that requires repair. To resolve these matters, we kindly request that the cost of these deficiencies be deducted from the overall invoice. With warranties in place, we believe this deduction should be considered payment in full.

  Business response

  08/11/2023

  Hello ****, using staples as fasteners for synthetic underlayment is an approved manner of installation as you will find in the installation guide from the manufacturer as well as is common in the industry.
  
  Once underlayment is installed on a roof, if there is ever any area(s) that ever get compromised due to wind, foot traffic, or any materials/debris, it is fixed before any shingles go on the roof to ensure an intact and non-compromised underlayment system, as was the case with your roof. We had explained this during our initial management meeting after it was brought up after the roof was finished.
  
  In addition, our installer for our company was on-site the entire duration of the project to answer any questions and help address any concerns that were brought up, which were not addressed until after the project was complete.
  
  Our willingness to work with you on any fixes or warranties in this instance has not changed and was never withdrawn. We are more than willing to work with you, as has always been the case. We are more than happy to continue that discussion with you.
  
  Since we have reached out to you, our office has not heard from you. We will reach out to you and give you another phone call in an attempt to work with you and get this matter all dealt with. Thanks **** and we look forward to hopefully working this out with you!

  Customer response

  15/11/2023

  Your company failed to follow the installation requirements as per the installation guide nor is this industry standard. The guide states,  Provided there is no rain or high winds, RhinoRoof U20 can be anchored with staples, cap staples or corrosive resistance 3/8 inch head X 1 inch leg roofing nails, when covered with primary roofing on the same day.  
  No evidence to suggest the two men on our roof completed repairs to the underlay.  We did not witness them do this. Since it was a large portion of the underlayment that was wrinkled, gouged and at one point detached and flapping in the wind this would have been noticeable in the bin.  This was the same bin that also left large scratches on our driveway due to no preventive measures being taken. Furthermore, upon completion of the project the job site was left without being cleaned up and no notice was given to indicate the clean up would be delayed.  They left nails and debris clogging the gutters.  There were also nails and debris left on top of the new shingles and later found under the new shingles after the inspection.  When your company arrived for the inspection without proper equipment, a ladder, to inspect the roof. At this point in the project major components of the roof would no longer be visible for appropriate inspection.  The new shingles were then damaged by your inspector. 
  As stated before there are deficiencies in this project that continue to remain unaddressed.  Our hope is your company will take accountability and stand by your workmanship warranty. Please let us know what your intentions are moving forward.
  

*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. ↩