Benton Integrity Roofing Systems

We regret that our customer is not pleased with the services we have provided We provided her with a quote to replace her roof as well as a price list of potential additional charges due to unforeseen items, prior to replacing her roof Perhaps her reference to us changing our original quote refers to the 1.5% late fee we assessed after not receiving payment for months after the work was completed As far as addressing her leak, we have worked with her on many occasions to determine the cause of the leak, clean and repair the area causing the leak as a courtesy to a new roof *** Since our initial response to the first call on May 31, 2017, we have advised her that the cause of the leak was due to many leaves and debris, which caused damage to her roof Each of the four times we have been out to the property, we have serviced the roof, as a courtesy We have also pointed out that the roof needs to be maintained by removing any debris that builds up on the roof, which will also cause the roof to pre-maturely age In our warranty document, it defines, in detail, that the roof must be properly maintained and that damage sustained to the roof can be repaired, but it is outside the warranty The subsequent ceiling stains are a result of the damage caused by the neglect of proper roof maintenanceWe have made some courtesy repairs and have done courtesy maintenance work for the home [redacted] at no expense Every call we have received, has been met with our attention and willingness to helpIf proper care for the roof is neglected, we cannot continue to maintain the roof at no cost The lack of proper maintenance has caused damage; therefore, we cannot be held responsible for any additional repairs We are willing to assist our customers, but we ask that our customers work within good roofing practices and roof maintenance Further documentation can be provided upon request

The customer contacted us after the roof was installed to address a couple aesthetic issues with the roof. All of the concerns were aesthetic, so we sent our [redacted] out to look at the concerns and fix. He addressed the minor aesthetic issues with the exception of the area affected by... deck deflection/dip. We explained to the customer that the sag/dip she was seeing the the field on the roof was due to original rafter installation by the original builders. As for the color, we verified that the shingle choice on her signed contract was indeed the shingle installed on the roof. This was confirmed with delivery photos from the supplier, installation photos from the crew, and photos from the [redacted] . As for the wind mitigation inspection, we sent the request in early June to have the inspection done by an independent inspector. It wasn't until late September that the customer reported never having the inspection done. We immediately contacted the inspector that same day, and he responded and apologized for the error. Her inspection was completed the next day.Multiple employees, [redacted] , and one [redacted] have responded to the numerous emails, voice mails, texts, and phone calls with every intent to assist our customer. Before we were hired to replace the roof, we even temporarily repaired an area on the chimney siding as a courtesy, at no charge. This complaint states other erroneous information, in that she has inflated the purchase price by more that $800. The project has passed all city inspections, the homeowner's insurance did not require any additional work, and the mitigation inspector made no mention of installation error. Also, an attic inspection was done by one of the [redacted] and we found no damage done to the rafter. We've since offered to make repairs to the original builder's framework at a reasonable repair rate, however the customer has declined our offer.

Upon inspection of the roof, our [redacted] spotted water intrusion in the Off Ridge Vent near the location where the leak was appearing inside the home He determined that was likely the cause of the leak and contracted with the homeowner to repair that specific area While replacing the Off Ridge Vent, additional areas of concern hidden below the roof’s surface became visible and were addressed with the homeowner A Change Order was added and we replaced rotten decking, re-flashed the chimney and added a cricket When we were notified of another leak, our [redacted] *** went back out to inspect the area and found that the valley, several feet away from the original repair, was leaking At that time, a proposal was given to replace the flashing, underlayment, and shingles in the right front valley The homeowner refused the second contract, thereby preventing us from moving forward with the additional work After several discussions with the homeowner explaining that the second repair is in a completely separate area from the first, we did agree to reduce the second repair by $350, which was more than a 30% discount We warranty the work that we perform, however, it only covers those areas we actually did work on There are several pictures of the areas we completed repairs for Mr [redacted] that are available Please let me know if you would like me to email them According to the *** County website, the last time the home was permitted for a roof replacement was Instead of repairing multiple leaks, Mr [redacted] may want to consider replacing the existing roof since years is a long time for a roof in [redacted]

Complaint: [redacted]
I am rejecting this response because:The response from the builder was disheartening and lacks integrity1) a new roof should not sag, if original or old roof didn’t 2 my original copy of the roof description does not show a color    chosen which was  apparently added later; I have both copies3)I have several documented proofs regarding repeated    calls, text, emails regarding mitigation 4)there would be logical reason for me to intentionally inflate    the cost,m; it was in fact my error which I admit! Rest assured, I would never refer anyone to Benton.At this point I am very disappointed with the builders accusationsand response I had hoped that I would not need to pursue other recourse.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I am grateful for the response by Benton Roofing.  I appreciate the time taken to look online and determine the age of my roof.  I am aware of its age and aware in needs to be replaced.  As a matter of fact, I am working with an architect to add an addition on my home and will put on an entirely new roof.  However, this does not solve the current issue. The [redacted] who came to my home and made the initial repairs told me that they simply missed the problem.  This is not a new leak.  It is the same one that was not repaired the first time.  The [redacted] also said he told the [redacted] the same thing.  I realize I need a new roof and will be getting one in a few months.  I do, however, want to save my living room ceiling  which is why I asked the leak to be fixed in the first place.  I don't care how much of a discount I'm offered, it is a simple fact that Benton failed to fix the leak which they were asked to fix.  I repeat, this is not a new leak.  It is the same one in the exact same place.  
Regards,
[redacted]

We regret that our customer is not pleased with the services we have provided.  We provided her with a quote to replace her roof as well as a price list of potential additional charges due to unforeseen items, prior to replacing her roof.  Perhaps her reference to us changing our original...

quote refers to the 1.5% late fee we assessed after not receiving payment for 8 months after the work was completed.     As far as addressing her leak, we have worked with her on many occasions to determine the cause of the leak, clean and repair the area causing the leak as a courtesy to a new roof [redacted].  Since our initial response to the first call on May 31, 2017, we have advised her that the cause of the leak was due to many leaves and debris, which caused damage to her roof.  Each of the four times we have been out to the property, we have serviced the roof, as a courtesy.  We have also pointed out that the roof needs to be maintained by removing any debris that builds up on the roof, which will also cause the roof to pre-maturely age.  In our warranty document, it defines, in detail, that the roof must be properly maintained and that damage sustained to the roof can be repaired, but it is outside the warranty.  The subsequent ceiling stains are a result of the damage caused by the neglect of proper roof maintenance. We have made some courtesy repairs and have done courtesy maintenance work for the home[redacted] at no expense.  Every call we have received, has been met with our attention and willingness to help. If proper care for the roof is neglected, we cannot continue to maintain the roof at no cost.  The lack of proper maintenance has caused damage; therefore, we cannot be held responsible for any additional repairs.  We are willing to assist our customers, but we ask that our customers work within good roofing practices and roof maintenance.  Further documentation can be provided upon request.

Upon inspection of the roof,
our [redacted] spotted water intrusion in the Off Ridge Vent near the
location where the leak was appearing inside the home.  He determined that
was likely the cause of the leak and contracted with the homeowner to repair
that specific area. ...

While replacing the Off Ridge Vent, additional areas
of concern hidden below the roof’s surface became visible and were addressed with
the homeowner.  A Change Order was added
and we replaced rotten decking, re-flashed the chimney and added a cricket. 
When we were notified of another leak, our [redacted] went back out to
inspect the area and found that the valley, several feet away from the original
repair, was leaking.  At that time, a proposal was given to replace the
flashing, underlayment, and shingles in the right front valley.  The
homeowner refused the second contract, thereby preventing us from moving
forward with the additional work.  After several discussions with the
homeowner explaining that the second repair is in a completely separate area
from the first, we did agree to reduce the second repair by $350, which was
more than a 30% discount.  We warranty the work that we perform, however, it
only covers those areas we actually did work on.  There are several pictures of the areas we completed repairs for Mr. [redacted] that are available.  Please let me know if you would like me to email them.  According to the [redacted] County website, the last time the home was permitted for a roof replacement was 1987.  Instead of repairing multiple leaks, Mr. [redacted] may want to consider replacing the existing roof since 27 years is a long time for a roof in [redacted].

The customer contacted us after the roof was installed to address a couple aesthetic issues with the roof.  All of the concerns were aesthetic, so we sent our [redacted] out to look at the concerns and fix.  He addressed the minor aesthetic issues with the exception of the area affected by...

deck deflection/dip.  We explained to the customer that the sag/dip she was seeing the the field on the roof was due to original rafter installation by the original builders.  As for the color, we verified that the shingle choice on her signed contract was indeed the shingle installed on the roof.  This was confirmed with delivery photos from the supplier, installation photos from the crew, and photos from the [redacted].  As for the wind mitigation inspection, we sent the request in early June to have the inspection done by an independent inspector.  It wasn't until late September that the customer reported never having the inspection done.  We immediately contacted the inspector that same day, and he responded and apologized for the error.  Her inspection was completed the next day.Multiple employees, [redacted], and one [redacted] have responded to the numerous emails, voice mails, texts, and phone calls with every intent to assist our customer.  Before we were hired to replace the roof, we even temporarily repaired an area on the chimney siding as a courtesy, at no charge.  This complaint states other erroneous information, in that she has inflated the purchase price by more that $800.  The project has passed all city inspections, the homeowner's insurance did not require any additional work, and the mitigation inspector made no mention of installation error.  Also, an attic inspection was done by one of the [redacted] and we found no damage done to the rafter.  We've since offered to make repairs to the original builder's framework at a reasonable repair rate, however the customer has declined our offer.