ComplaintsforEmerson Home Services

• Initial Complaint

  05/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I hired Emerson Home services to replace a roof at a property I own on January 28, 2022. There was mold and rot, in which the mold would have needed to be treated and the rot removed. The roof was replaced with shingles. I was at the property with the contractor, who is going to renovate the home, on March 30, 2022. We noticed that there was mold and still rotten rafters and decking that should have been replaced by the roofer. I contacted Emerson ****** to let him know and sent pictures. He went to the property and stated I would have to pay him more money to replace the rafters and also to reframe the roofing area. He never addressed the mold that wasn't treated and the rotten decking still on the roof of the house. I have pictures of what the area looks like currently, although *************************** with Emerson Homes states the pictures were taken before the roof was replaced and not after. The pictures were taken with my iphone, which documents the date of a picture taken. I have text messages from my conversation with Emerson on the day he was at the property to replace the roof regarding replacing the rotten decking when replacing the roof . I agreed to pay for the extra charge. I am very disappointed with the responses received and the handling of this situation. Emerson Home Services needs to redo the job or refund my money that my insurance company paid for, so the work on the roof, rot and molding can be done by a proper roofer.

  

  Business response

  05/27/2022

  We contracted to replace the customers roof on 1-14-2022, after we met with the insurance company and full roof replacement was approved.  The customer made it clear that she had a contractor that was going to do a full restoration after we finished the roof.  ************* adjuster inspected and approved the roof replacement on 1-12-2022, due to wind but did not list or pay for any additional work other than the roof.  

  Mold remediation is not a service we provide and is not part of our contract with the customer. The day of the roof replacement, 1-26-22, we also replaced nine sheets (288 sf) of roof decking and some slat boards as well.  We use our best judgment when replacing roof decking so as not to take advantage of the customer and also to make sure the roof decking is structurally sound.  If the roof decking is soft or is not solidly sheathed as the building code states, we will replace it.  Reference IBC Code 1507.2.1.  The contract (line item #4) states decking replacement will be an additional charge. When we replaced some decking and slat boards, the customer was notified and verbally approved the additional charges.  
  

  Framing damage was found after we removed a portion the rotten decking at a rear corner of the home. The extent of damage that could be seen on the interior of the home as we were removing roof decking confirmed that many more repairs would have to be done to bring this home to a livable state.  Since the customer had notified us she would be having other contractors come after us to perform the needed repairs to the home, we replaced the roof decking as discussed and installed the new roof so her other contractors could perform the other needed repairs without additional damage being caused from roof water entry.   
  

  After we replaced the roof, a contractor hired by the customer called us and asked why we didnt replace the framing the day of the roof and why we didnt perform mold remediation.  We responded to the contractor (with the customers permission) via phone call, stating what our contractual arrangement was with the customer and that the framing repairs and mold remediation could still be done. The contractor verbally agreed the work in question could still be performed from inside.  We sent the customers Labor Warranty via email on 4-25-2022 and let her know to be on the lookout for her Product Warranty email from the manufacturer. Also on 4-25-22, we emailed the customer and copied her contractor (per the customers request) a proposal for the framing repairs needed in the area discussed with our representative.  This proposal did not include mold remediation.  On, 4-26-22, we received an email from the contractor hired by the customer containing four photos of the interior of the home with some questions to which we responded. 
  

  We replaced this customers investment property roof in accordance with the roof replacement contract signed and dated 1-14-22.  The customer paid us in full for the roof replacement and additional charges for roof decking on or around 4-7-2022, and the customers warranties were registered and sent to them.  
  

  As of todays date at 4:44pm, weve left a message for the customer letting her know we would like to coordinate with her and her contractor to get us both back on solid ground. 
  

  
  

  Customer response

  06/02/2022

  Hi Brittany,
        I am responding to **************** voicemail he left on Friday, May 20th, which I forwarded to my email. In reading his response to the BBB complaint he didn't mention the deadline of Saturday, May 21st that I had to respond.  I am a busy person just like you all are, as well. In addition, I am also the customer, in which he stated he wanted to resolve the issue to remove the complaint.  With that being said, ****************, Sr can coordinate with *********************************, the contractor, who I am working with on the renovation project, so she can speak with him and walk through the issue at hand.  I have copied her on this email.  
           A couple of items that he mentioned in his write up was that I told Emerson **** the contractor would be renovating the home.   I shared that information with Emerson *** because he was asking for the business to renovate the home. I really didn't understand how not properly replacing a roof has anything or had anything to do with the renovation company for the rest of the home.  In regards to his statement about you all are not a mold mitigation company, I never said you were.  Emerson ** went inside the home before replacing the roof with the public adjuster, who I had hired and knew there was mold and rot in the area.  The mold and rot didn't just appear in the home after the roof was installed.  In fact, Emerson ** made sure my public adjuster and myself knew he used to be a public adjuster, so my expectation would be that *********************** ** at that point would have stated the mold needed to be removed before he could replace the roof.   Pictures were taken in March 2022 after it was brought to my attention from the public adjuster about the mold and rot that was still very apparent to the naked eye after the roof was replaced, which were sent to *********************** **** who also had a detailed conversation with ********************************* about the situation. My question is this: If the frame and rafters needed to be replaced when he replaced the roof originally then, why wasn't this brought to my attention and the insurance adjuster's attention when the claim was filed and when Emerson met the adjuster at the home?  Again, Emerson had visited the property previously and had access to the inside as well. 
       I will post this response to the BBB complaint as well, so there will not be any confusion.  I look forward to response via email.
  
  
  
  
  Regards,
  *******************************

  

  Business response

  06/14/2022

  The below email was sent to the customer and her contractor on June 3rd, 2022, in response to the customer's email sent to us on June 2nd, 2022, which she also posted here.  As of this morning, we have not received contact from the customer or her contractor after this email was sent.  We are waiting to hear from the contractor regarding scheduling. 

  Good Afternoon (customer name, customer's contractor name), 
  

   (Owner name) was referencing the deadline we had to respond to your BBB complaint.  They gave us a certain number of days to respond which meant Saturday would have been our last day to post a response in the time frame allotted by the BBB.  We are sorry for the misunderstanding.   As there have been no problems with our products or installation procedure of the roof itself, we would like to open the roof to expose the area in question to allow your carpentry team to perform the framing repairs and keep the area dried in until those repairs are completed.  After your carpentry team has performed the work as they see fit, we will put the roof back together.  We will supply any additional roofing materials needed to put the roof back together at no charge. If you and your contractor are willing to allow us to do this, please let me know when the framing repairs are to be scheduled and I will schedule to have the roof area open for your carpenters. (Customer's contractor name), feel free to email me directly regarding scheduling.  

*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. ↩