ComplaintsforARAC Roof It Forward LLC

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted ARAC Roof It Forward to replace the roof soffit and Fascia. The installed shingles on rotted compromised sheathing. The contract states replace rotted and compromised sheathing as needed. I specifically had **** ***** put that in the contract to beat another bid. He was aware most of my roof sheathing was compromised. They installed ABC Synthetic Underlayment instead of ***** Corning Rhino Underlayment per the contract. The did not cut the sheathing back for proper ventilation per OC. One whole side was not cut back and the other side was minimal in some areas. The correct hip an ridge shingles were not installed on the ridge vents per the contract. They didn't cut the shingles back correctly , the are overlapping on a row of vents. I don't believe 2 layers of Synthetic Underlayment was installed. Only 1. The workers were consuming alcoholic beverages and their work is questionable. I have pictures of there beer bottles and case in my trash. I will not have a warranty from ****************** because of improper install. There was No gutter apron installed per the contract. The soffit and fascia was not completed and the install is hideous and embarrassing. There are many cuts to the aluminum placement and very wavy. The bends in aluminum around porch is horrific and aesthetically unappealing to the eye. It's all an eye sore. The riser boot is not installed correctly, per the city. The roofers leg went through my ceiling and it still has not been repaired. There is a wire that is still hanging from my house to the city's pole. They never cleaned up after themselves, nails, pieces of aluminum, wood throughout my yard. They broke the spigot on the rear of my house with the ladder and never told me. I found out because the turned off the main turn off valve to my home to stop the outpouring of water. They do not abide by the contract. They are unprofessional, ghosted me for weeks when I was trying to resolve the issues. I was told if it passed **** it's too bad.

  

  Business response

  09/03/2024

  Thank you for allowing us the opportunity to respond to this complaint. 

  At this time, we are still working to resolve this matter.When we first received the complaint, we were waiting to see what the permit office's decision was on the permit. The customer called in after the engineer submitted the letter questioning the integrity of the inspection. I finally heard back from the ************* on Friday after the Engineers and our chain replied to the local permit office. The question was about the ridge vent cut through and having enough flow to cover the code. At the time of install, we installed over 8 Liener feet more ridge vent than was needed. So the few feet that were not cut out, were not under the minimal outtake flow. 

  We have offered to come back and replace the Split pipe boot, which is okay and will hold but is designed for another application. They are designed to go around the power entrance because you can't slide them over that type and even PVC pipes that have a 90-degree piece on the top. The current pipe boot will perform the same as a regular pipe boot, this is just a more expensive version that is used when it can't be slid over. 
  We have also offered to come back and cut out the extra few feet of ridge vent that was not cut out. 

  However, the customer has only paid us the 50% down. She has refused to pay anything until all the decking is replaced. As all parties have explained to the customer the decking is not bad. It's just an older version that was install at the time of building this house. When nails go through this older type, (Nails are required to go through the back side of the decking to secure the shingle), they tend to push out the fragmented slices of **** **** pressed to make into this type of plywood. However, when replacing the roof we found a lot of rotted wood, almost to the point we replaced half of the roof.Though all this the customer has maintained nothing is an extra charge. 

  Outside of the two punchouts, there is nothing wrong with the roof. We would love to solve this issue with the customer and resolve these last two punchouts. It has become almost impossible to work with the customer at this point and she is refusing to pay unless we pull the entire roof off and re-deck it. Which is something the county permit office nor the engineer would recommend. 

  Customer response

  09/13/2024

   
  Complaint: 22126670
  
  I am rejecting this response because: The Ridge Vents ARE NOT CUT 1" on one whole side and Barely cut a few feet in the other side of the ridge vent. They are WRONG. Pictures were submitted for proof. Also, the contract stated install ridge vents on the entire roof. I've included pictures of **** ******** Installation Procedures. There is a damaged ridge vents they damaged and threw away that I still have they was not installed. You can see where it was to be installed at the end of one side. You can noticeably see from the front yard the ridge vents doesn't go end to end on the roof. The venture 4 foot strip installation instructions state, start the cut 6" from the edge of the roof". For truss rafters **** out 1" on BOTH SIDES of the ridge. They also FAILED to install the "Pro Edge Hip and Ridge" on the ridge vents. The Pro Edge Shingles according to ***** Corning Website states, " Their Enhanced Aesthetics add Distinction to your Roofline. They cut their own shingles which look horrific and are not even cut correctly. They overlap the vents in the ridge vents. They breached the contract by not using Rhino Synthetic Underlayment, Not using the Pro Edge Hip and Ridge Shingles, they failed to renail all the sheathing as seen in their own pictures supplied. The City of ***** never stated the sheathing was "Not bad" only ARAC Roofing. I was told it was the worst they had ever seen and they were not going to approve the permit. **** stated the sheathing was installed at the time the house was built is another lie. The house was built in 1959 and when I bought the house the previous roofing contract I was given showed the sheathing was replaced at that time which was 9 years prior to me buying the house in 2000. Which is about 33 years old. They DID not replace half of the roof. They replaced a FEW sheets and some of the "perimeter edge" of the house. The contract states, "REPLACE ROTTEN and COMPROMISED Sheathing." My back porch sheathing was not replaced which was one of the areas that leaked which can be seen on the ceiling STILL. I am asking that the contract that was signed be upheld and NOT BREACHED. Repair and replace the defects and the items discussed. The contract was submitted. Thank you. 
  
  Sincerely,
  
  ****** *****

  Customer response

  09/16/2024

  The sheathing is so brittle it just falls apart. **** ***** whom I signed the contract with is supplying me with a statement validating the contracts approval by ARAC Roof it Forward and what was agreed upon. Also, the other salesman, ******. The Apron Gutter that was included in the contract was not installed. 

  The hole in ceiling has still not been repaired. I have a hole in my ceiling from the roofers foot going through. 

  The Soffit and Fascia has still not been completed. There are many spaces where the soffit doesn't sit flush against the house where critters can have access to the attic. There are cuts in the aluminum soffit that looks hideous and allows critters access. Looks very shoddy and unprofessional. The Fascia is nailed to where the aluminum has a rippled effect. Looks hideous and unprofessional. There are too many cuts in the aluminum fascia and looks as though it was slapped on. You can even see slithers of the wood underneath from the fascia not being installed correctly. 

  We were home the whole day their engineer stated on a certified document the were physically at my residence. No one knocked on our door or gained access to our roof. There were no pictures submitted from their engineer the day he stated he came to my home, but the ones the roofers took the day of install. My neighbor is going to send me the video from his exterior cameras of that day the engineer said he came out to my home to see if anyone actually came to do an intrusive inspection of the roof as he indicated. If he did an "intrusive inspection" why were no pictures presented? I personally do not believe that he physically came to ********************** to do an inspection. 

  I would like to resolve the issues with the contract so I don't have to escalate the issues to making a complaint against their license, to the attorney general and small claims court. 

  I just want the contract to be upheld and not breached. I am not looking or wanting anything extra or for free. 

  

  Business response

  09/16/2024

  Thank you for giving us the opprotunity to respond. I am going to attempt to make this easy to read. 

  We picked up 11 sheets from 3 abc orders. 11 sheets from lowes. For a total of 22 sheets, a sheet cover 32 sq feet or 3 sheets to 1 Sq (100 sq feet area). So 22 sheets of plywood / 3 per square = 7.33 squares  The roof is ***** squares off. There was also 5 (2x6), 1 (2x10) and 10 (1x6) none of which the customer is willing to pay for. 

  The venational is over installed per code guidelines. The engineer calculated and proved where the cut in portion exceeds the requirement for open ventalation for this property. 

  ARAC did not install a wire from a city pole to the property. First time this has been brought up. 

  Pro edge shingles were installed, shown purchased Supplier invoice

  Per ***** corning guidlines (MFG) for this property's wind zone requirement, ridge vents are not run to the end of the roof line due to exposer to lifting from wind. They are stopped min of 6" to 1' from the edge to allow 2 shingles to cause a ramp for wind gust. 

  Gutter appron was also installed and is a item purchase on *** invoice

  Double felt was installed 4 rolls were ordered @ 10 square coverage per roll, 14.6 OFF SQ and ***** ON SQ. Should have been 2/3 of a roll left over. Purchase shown on *** invoice.

  We are not aware of any sprignot damages nor could ARAC access the water. 

   

  ARAC offers to resolve this matter by: 

  1st receiving a payment minus $****** till following lines are completed. 

  2nd Remove split pipe boot and replace with a new pipe boot

  3rd Do another clean up around house

  4th Receive a current picture of ceiling in living room with a time stamp or picture of digital calendar in picture. If not completed or complete 100%, we will send a crew out to preform addtional work. 

  5th Inspect customer concerns on area of "metal jagged cuts" on fascia. Repair where we find issues, but this does not include trimming out areas that were not included in contract. Only to work on cosmetic appeal of work previously preformed to fascia. 

   

  After receivng a payment for the remaining balance of ******* - ****** = 4850. **** will return and complete 2 - 5. Please understand the contract states no warranty or punchouts untill paid in full. Due to the issues at hand and the nature of this situation. **** is willing to forego this part of the contract with a good faith payment of *******. The remain work could easily be complete by any company for ******. If the property owner wish to retain the 500 instead of the repairs, we will need a release from the property owner. 

  Thank you for your time on this matter. 

   

  HERE IS THE ENGINEER'S STATEMENT:
  

  Just wanted to shoot you an update. We didn't see any issues with the roof installation from the photos provided in the word doc. In the areas with the original roof decking that looks like it's flaking, there is solid wood directly above it in the gaps. That is consistent with replaced decking observed during the re-roofing process photos.
  
  
  With regards to the issue of venting. This roof has a requirement for ******* Sq Feet of Intake and Exhaust ventilation requirements. Depending upon the Vent calculator used, that is either 13 or 16 feet of Ridge Venting. There was 20 feet of ridge venting installed. Even if we wanted to remove 2' for the choke point shown in the photo, it still has enough venting using either calculator's output. That's why it still passes regardless of the choke point. 

   

• Initial Complaint

  08/21/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  on august 11 2023 i received a bill for $559.80 from this company. for roof work....what roof work these guys rang my door bell 2 years a go and said they could give me a free roof inspection then they told me that we had damage and that the insurance company would have to pay. i should have just stopped it there, well come to find out when the case wasn't fruitful they charged me for 2 very small roof tarps I didn't even need after their employee **** told me there was no charge. so what now 2 years later you want to send a bill? they did no repairs to the house other than nail a cheap tarp on my roof, show me an invoice with my signature approving that since you want to call it a completed roof. Show me a Contract with inventory like shingles and material that i agreed to and signed. my advice is DO NOT do business' with there people BEWARE of their business' practices and if you did do business' and they harass you like this contact the ******* ********** of *********************** Regulation and file a complaint like I'm going to, i have already emailed them and asked them to stop the Harassment and they sent another bill, this shows the level of professionalism they have (Childish) PROVIDE AN INVOICE SHOWING THAT I AGREED TO PAY YOU! didn't get one then don't have one now "no charge means FREE!", I'm also going to contact the ************* attorneys office and make them aware of their business' practices if they keep up with their harassment.

  

  Business response

  08/28/2023

  -We never told ************* that the tarps were complimentary, typically insurance pays for tarps as long as the claim is approved.  This is why we dont ask our Homeowners to pay tarp cost up front.
  
  -The 2nd tarp was not installed until October 22nd which was actually requested by ************** due to damage he sustained in the Hurricane. It had nothing to do with our first meeting or the original claim.  Again, we did not tell ************** that this tarp was complimentary.  
  
  -********* attended a deposition for ************** to help in hopes of getting his claim approved, so there were services provided that were complimentary whether the roof got approved or not.
  
  We are going to waive the tarp fees but felt like the facts should be known.

  Customer response

  08/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Even though their "Facts" are wrong.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I entered into contract with Roof it Forward, for a metal roof to replace my hurricane damaged roof. ******************************* was the rep and made many false promises, such as that he would be here to oversea the project. I trusted him so I agreed and even spread the word. All ****** did was contract the job to some local guys who didn't care about the quality of the job. When the underlayment was put on, it was the worst job ever. I sent pictures and he agreed. Another crew came out and supposedly fixed it. Two days later, it rained and water began pouring into my attic and kitchen. I have pictures. A 3rd crew came out and patched it up. I was never reimbursed for the cost of interior repairs. The metal roof was finally installed on Feb 25th. My gutters were never reattached but promised by ****** that they would. I paid in full as requested and all customer service stopped. I messaged ****** and later *********************** about the quality of the metal work in two areas. Again ****** promised it would be fixed. I gave him plenty of time and nothing happened. I then emailed *********************** and nothing happened. I waited a month for them to do the right thing but they were paid and stopped caring. Is this how you run your business? I've asked to be contacted by their bosses and no answer. I want to be reimbursed for interior repairs, my gutters hung properly and the two areas on my metal roof repaired. I have a worthless warranty that they sent me after I paid in full. This company does not follow through with anything that they promise. I have plenty of pictures and documented correspondence.

  

  Business response

  08/09/2023

  Thank you for reaching out and making us aware of your concerns.  As you know, we have set up an appointment for Thursday August 10th between 11am and 1pm to review the two areas on the roof and the gutters.  Our main goal is to make sure that you are 100% satisfied.  

*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. ↩