ComplaintsforStonewater Roofing

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I appreciate doing business with Stonewater Roofing. However, I am unclear about the warranty for labor Earlier this month I called the office after I found water in my attic from a corner area. It was running down a wall in the garage. I spoke with ***** on 4/11/24 and he looked and mentioned the area that was leaking was a corner and moved leaves and the gutter which was tight to the roof and needed to be loosened to stop the problem. He mentioned something about repair but told me he would send out contractors who can help but at my expense. I have not spoken with anyone else. On 4/15/24, I spoke with him again and asked about a warranty for the leak, but he explained it was my expense since the gutters were the cause. I disagree, the roofers reinstalled the gutters and the area that was leaking was not leaking until they were replaced. He also mentioned he was unsure if the water/ice barrier was underneath. I also asked about the other side - the corner on that side *** also leak -but I am not sure, I will attach pictures. I have had problems with being confident with the roof work. ***** took pictures of the area in the attachment and one is from today 4/23/24 from the front side with the flashing. I want to make sure the repair is done the way it is supposed to be done and have information about the warranty for the work without feeling I am getting the run around.

  

  Business response

  05/01/2024

  I have reviewed the account and found that repairs need to be made and gutter downspouts correct. I have instructed my team to have these taken care of by the end of next week weather permitting. Spoke with Mrs. ******* to apologize and let her know we are going to ensure these repairs are done properly. She has my cellphone number should she have any other issues or concerns. 

• Initial Complaint

  03/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stonewater Roofing replaced our roof 2017. We found the issue 3 months ago or so.I noticed a rotted place on the fascia above the garage. I contacted our repair man ( also the home builder in ****) to look a it. He made the repaire and found that the roof was not installed properly and water was getting under the shingles. I contacted Stonewater and was connected to ******. ****** came out and looked at it and stated that is didn't look quite right but wanted another opinion. He brought out another man a few days later and my builder met them. They claimed nothing was wrong and argued with my builder and left. We started the process of installing gutters a few weeks ago and have found rotted fascia and soffit all around the house and the shop in the back yard. Repair estimates are running from $3-5.5************************ will not take or return my calls. I don't have any documentation or pictures at this time to upload but I can get them if needed. After the repairs are done we will need to get the roof repaired or otherwise we will be doing this again in a few years. Our insurance adjuster said he couldn't help because the don't cover " shoty work"I am looking for a full refund of the original roofing job which was covered under insurance with a deductible plus the cost of the repairs to the rotted areas.

  

  Business response

  03/08/2022

  Stonewater received a call on 11/8/21 regarding the customer's concerns. It did fall through on our scheduling but we had a technician out there on 11/19/21 to take a look. The customer requested that we contact ****************, the builder/contractor. That call was also made on the 19th. Our technician noted after that call that **************** was immediately combative calling him ignorant and stupid so he kept the conversation short and setup a meeting for 11/23/21. At that meeting the same technician and his lead water tested the area of concern to try to ascertain the cause of the problem. When that did not result in what **************** thought it was he began yelling at our team. He and the customer began talking about insurance and lawyers. Our team, to included technicians are instructed to not react in kind, put their notes in the system and leave after being put into a hostile situation and threats are made. Our office phones are answered 24/7 365 days a year and we have no record of calls received from the customer after 11/23/21. If a call was received it would have been directed to me after threats of lawyers and that did not happen. At a very minimum it would have been noted in the system or emailed by the after hours service that the customer had contacted us. 

  No refund will be issued for an entire roof when there are a few problem areas at the eave. The most we will offer is to finish our test and assessment to determine the cause. Once that is completed we would offer to repair at a reduced rate. Not only was this roof completed 4 1/2 years ago, gutters were not replaced at that time leaving us know way of know if this damage was started or was pre-existing prior to the roof being completed. Therefore, we would not pay for repairs to the fascia. The repair estimates of $3-5.5k seem outrageous. At that price the entire house could be painted with a few bad wood areas replaced as well.

  As threatened; the customer is welcome to have his attorney contact our office and we will in turn send that to our attorney. Or he can contact me, Jacob *** the COO/Co-Owner, directly through our office number and I'd be glad to assist him with the process described above. However; we will not be working with, communicating or dealing with the builder/contractor *** *****************

  Customer response

  03/15/2022

   
  Complaint: 16827377
  
  I am rejecting this response because:

  ON 11/22/21 I called the office and left a voicemail message. The first thing said on that message was an apology for the actions of ****************. From that point I requested that we have another meeting and **************** would not be present. I also stated that I wasn't looking for a new roof at that time, only the proper repairs.  Since that call generated no response I continued calling ******** cell number and left no less than 3 messages. Still no response. There were no gutters on the house when this issue came about. The house has never had gutters so the damage in no way could be due to them being improperly installed. I was told by my insurance agent as well as other roofing companies that the way to keep the problem from growing was to remove the drip ledge and the 1x2 strip on the fascia and install gutters. This would give the proper shingle overhang and keep water from running back up the bottom side of the shingles and rotting the fascia. It was during the installation of the gutters that the full extent of the damage was uncovered. Repairs are being made today 3/14/22 of the fascia and the soffit so that gutters can be installed. The ********* doing the work today (no affiliation to ****************) told me and showed me the same thing that others have said. This was caused by water coming back up the bottom of the shingles from not being properly installed.

  At this point all I want is for any necessary repairs to the roof to be made so I don't have this problem again on what has just been repaired. I would be more than willing to meet with a representative of Stonewater Roofing at my house to further discuss this but not with the man that came out on 11/23/21

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

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