Four Twelve Roofing Reviews (%countItem)
Four Twelve Roofing Rating
Address: 10 E North Ave, Baltimore, Maryland, United States, 21202-4886
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Prior to four twelve roofing performing service, my roof was not leaking. After they "serviced" my roof there was sever leaking and damage!
In mid February 2020, I paid Four Twelve Roofing $5,000 to have a rubber silicone roofing coat put on my roof as preventive care, not to resolve any particular issue. 2 months later I come home and there is literally water pouring into my home from the roof in 2 different rooms. I had to put down buckets to catch the water and my house got water damage 2 floors down as well from the water that had been pouring in for a duration of time before I got home. The company came out 3 days later to repair the roof damage, and a week after that to repair the drywall damage in my house. They patched up the damage but told me that they would have to charge me to repaint the damaged areas. I discovered some additional water stains and included those items to be repaired as well, the sales person, JP, who sold me the job said that I was lying about those stains being new and that they would not repair the additional small water stains. I feel like I've been robbed because there is only a 1 year warranty on this service. I was ok with that originally because there was nothing wrong with my roof prior to them performing the service. I did not expect this to happen. I tried reaching an owner or manager in efforts to request a longer warranty but have been unsuccessful after multiple attempts. I feel deceived and robbed by these series of events.
I would like a refund for the silicone roof because I do not trust that it was done properly. I will need to pay another company to go behind Four Twelve Roofing to feel that the job is properly done and to have peace of mind in the long term for my roof. The photo's provided to me show that type roof has bubbles in it and seems that have come up. I need this job redone by another company.
We have dug into the facts about this project, with the intention to write a response that accurately conveys our how we see the events that have happened and our intentions on how we plan to address this complaint.
Firstly, we welcome Ms. issues and hope to work collaboratively with her to find the best possible resolution that gets her taken care of. We are a contractor that does what we say we're going to do - and Ms. project is no exception.
In investigating the facts, Four Twelve would summarize the project as taking place as such. Ms. called us originally and we came out to inspect her roof. She has a membrane roofing system installed by another company that appeared to be in good shape. We sell silicone coating services, which are a great add-on for roofs. They help extend the life of roofing systems and provide additional waterproofing to ensure our clients don't have to buy a new roof for quite some time. We proposed to coat her roof and signed a contract to do so. The team came out to the property and performed the work.
During the estimate process, the salesman responsible for investigating the job on Four Twelve's behalf, noticed that the interior of the home had damage to drywall and paint. Including cracks, stains and deteriorating walls.
After the project was completed, Ms. called us to report a leak. We came out promptly to address the issue. When arriving on site, the roof membrane appeared to have peeled back from wind. As we didn't originally install the membrane, the wind uplift would not have been related to our original work on the roof. When membranes peel back, it is related to the adhesion of the rolls of roofing, which we did not install. That said, we had worked on the silicone coating, and provided Ms. a warranty on this and so we came out and serviced the roof. We re-adhered the roof membrane in place and sealed it up to not happen again. Since then we have not heard of continued leaks.
Regarding drywall and paint damage, as we mentioned earlier, the house had noticeable damage to the drywall prior to our project work. For any clients that have leaks, we do come out and service paint / drywall repairs if it was related to leaks from our work. That said, we do all repairs up to, but not including finish paint. We explained this Ms., and came to repair the areas that exhibited damage from the leak on her roof. We also explained to her, given the pre-existing damage, that would not be something we would address. Pre-existing damage to drywall and paint, prior to our installation of a roof, is not covered within our scope of work.
We have contacted Ms. and made ourselves available on every occasion she has reached out to the company. We have also come out to fix her roof and make it watertight. Once we speak with her by phone, we are hoping to find an amicable resolution between ourselves and her to make sure her roof is in good hands and that she is happy with the end result.
Sad, the roof that they did do is great however, while replacing that roof in the rain, they put a huge hole in my ceiling. There were before and after pictures and I had no gaping hole in my ceiling. We went around and around trying to get this remedied. I did not feel comfortable after dealing with the gentlemen in the office of them sending someone to fix the hole. I would of liked to picked someone still, I was promised a *** card to help with the repairs. I never got that card and never heard another thing. Sadly, I'd stay away from this company.
Worst! Put a hole in my ceiling and refused to credit more money. Then, never sent the *** Gift card promised to us because I didn't trust them to do the repairs. Sad how he handles customers
New roof installation has caused significant damage inside the house. The integrity/installation of the new roof (and warranty) is also questionable.
We hired Four Twelve Roofing to completely replace the roof of our home. In doing so, we opted for upgraded materials with a claimed 50-year warranty - for peace of mind. The work was performed in May, 2019. Less than 3 months later, in early August of 2019, water damage appeared in the kitchen ceiling (2 stories below the new roof). With each Summer rain storm, the intensity and extent of this water damage increased, to the point that water was literally "raining" like a shower head from the light fixtures in our kitchen ceiling. At the same time, we developed concerns about the materials and quality of the installation of the roof because we could see areas of discoloration and delamination of the exterior roofing materials. We contacted Four Twelve and they visited the house to investigate and repair (multiple times). However, the problems persisted, and I (the homeowner) had to tell them what the problem was - the newly-installed gutters and downspouts were undersized causing a tremendous amount of water to overflow the gutters with each rain storm. This "overflowed" water was making its way into our house through the walls!
Four Twelve did replace the gutters and downspouts with upsized materials, which appears to have helped reduce the problem. However, we cannot say for sure because we are no longer receiving the volume of rain brought by the Summer rain storms. Areas of the roof were also removed, replaced, patched, and "touched up".
However, we still have concerns about the overall quality of the materials, installation, and workmanship! Our concerns and questions about these issues, and requests to meet with the Four Twelve Owners/Managers and roofing materials manufacturers' representatives/vendors, have gone unanswered. There are serious concerns regarding the installation materials and details, and the resiliency of this new roof. Unsure if/where it will leak next, and definitely not comfortable that it will hold up for a 50 year warranty. Our investment for a new, resilient roof and associated peace of mind has been compromised.
What's more, there has been absolutely no follow up or customer service check-in for more than 4 months (since these repairs were made in August, 2019).
The installation of this new roof caused our air conditioning system to fail (the refrigerant line was compromised causing all of the refrigerant to leak out), which cost us more than $1200 to repair! This new roof has also caused thousands of dollars of damage to the interior of our house - ruining the kitchen ceiling and damaging the walls!
We want the roof replacement that we were sold - the quality, warranty, and peace of mind!
At this point, it is not clear how the current roof installation can satisfy that - whether it can be "repaired", or must be completely removed and (re)installed correctly.
We want the roof replacement that we were sold - the quality, warranty, and peace of mind! In our opinion, this would be a complete removal and replacement of this "new" roof. However, this time the work would not be rushed by a high speed crew with no Four Twelve management oversight, review, or inspection. Instead, we request that Four Twelve owners/management directly oversee the installation and coordinate with manufacturers requirements/representatives to ensure proper, quality installation and warranty capability. If this cannot be achieved, the cost of this roof should be refunded (in order to pay for installation/repairs by others). Additionally, there must be refund/compensation provided for damage incurred to our air conditioning system and interior (walls, ceilings, cavities, insulation, finishes, etc)!
Four Twelve has been delayed in its response to this complaint as we are working directly with the customer to resolve their issues. We received this complaint on January 6, 2020 and contacted the homeowner within an hour to start working to resolve their issues. This Revdex.com complaint took Four Twelve off guard as we have heard nothing from this client since August of 2019.
Below, in our response, we will try our best to address each of the customer's concerns presented in their complaint.
As it relates to water entry - we were notified after the initial roof installation of water intrusion. Upon initially being notified of water intrusion, Four Twelve made contact with the client and scheduled our team to get out to the property. In Four Twelve's defense - it has been very difficult to get in touch with the client. We have waited weeks / months between replies throughout the sales cycle as well as during installation and warranty. Anytime a customer sees water entering the home, we let them know that they should contact our company. Under the protections of their labor warranty, we always come out to service any roof leaks related to warrantied roofs. That said, it is impossible for us to service our labor warranties, if we are not notified of water entry. For this customer to say that water has persisted as long as it has, is something we could not have known, as we have not heard from them since August of this year.
Regarding the discoloration and de-laminating, Four Twelve came out to the property to investigate after the customer notified us of their concerns. One of our Co-Owners walked the roof with the customer and re-grouped to figure out a plan of action. We contacted our manufacturer's rep, showing them photographs and even spoke to their National Technical Product Director regarding the membrane, as well as the silicone coating - and got a recommendation from them on a repair solution. After this, Four Twelve purchased repair products and performed the recommended repairs. The manufacturer's rep assured us that this roof, if repaired with his suggested products, would still carry the same integrity and warranty of the roof sold in the initial contract.
Regarding the gutters, Four Twelve installed gutters that they deemed sufficient for this client's type of home. 5" gutters are standard for townhomes in Baltimore. Regarding the water intrusion, Four Twelve pointed out to the client that there were additional areas of the home that may require construction repairs, in order to fully prevent water entry. Right where the gutters connected with the masonry, and where water was entering the building, Four Twelve found a hole in the brickwork, large enough to insert a hand through. We recommended the homeowner address this, and upon last notice, it appears nothing has been done to remedy this. The tricky part about roofing, is that we can do our part to build a roof to prevent water entry, but sometimes it is not the roof that is fault, it could be another portion of the building that is failing. It is difficult to know. If the homeowner would like to continue collaborating with Four Twelve to remedy this, we could be happy to investigate further. As it relates to the gutters, Four Twelve did return to repair the gutters, and install newer, bigger sized gutters, after the homeowner requested so.
As it relates to the homeowners concerns about the quality of the roof, and their questions being unanswered - we hear them, but feel that we have done everything within our power to help. Every time the homeowner has contacted us to help them resolve issues or work through roofing concerns, we have responded within 24 hours (more often within the hour). We pride ourselves on taking care of our clients. It is something we take seriously as the mission of our business, and our staff (top to bottom) knows this very well. I would like to point out again, that this homeowner has been difficult to contact / coordinate with throughout the process. It is surprising to hear from them that we have been unresponsive - and if asked to do so, we would be happy to produce records by email or notes in the client's job file, showing our attentiveness and promptness to addressing their concerns. I will also re-iterate, that without hearing from the customer, it is difficult for us to know that they are having issues / need warranty services. We take our labor warranties seriously. If the customer needs service related to their roof, which carries a multiple year labor warranty - we will not hesitate to send a team out to their property to take care of their concerns.
As it relates to the air conditioning system, sometimes HVAC lines are damaged during roofing installations. This is a challenging component of our business. We are happy to compensate the homeowner for any expenses they incurred to fix their HVAC system, if it was indeed related to our work. As far as repairs to existing drywall, we are also happy to fix this drywall as a part of our roofing warranty, assuming it is in fact related to negligent work on our part. That said, we ask the homeowner to notify us within 48 hours of noticing any concerns (a clause included in the contract). This allows us to address issues, before they become larger issues.
As it relates to the customer's proposed resolution. We want them to be taken care of. That said, we would like to arrive to a conclusion based on facts about the quality of the roof installation. We have suggested to the customers (as we did in August of 2019, but which we heard no response from the customer) - that we should get the manufacturer's rep out on site to evaluate the labor and material used for the project and identify the appropriate repair / replacement to give the customer the roof they purchased from the outset. We have filed the paperwork with the manufacturer and are awaiting their response, to set a meeting. After the meeting, we plan to do what is right to make sure the homeowner gets their desired resolution.
(The consumer indicated he/she DID NOT accept the response from the business.)
While we acknowledge and appreciate the response from Four Twelve, it does not address or resolve the situation. This situation must remain open.
To Four Twelve's credit, they did contact us upon receiving this complaint. They have also been proactive in contacting the roofing material manufacturer's representative(s) in order to schedule a review and meeting. Unfortunately, this meeting will not occur for another 3 weeks - it has been scheduled for 10-February-2020 (weather permitting, of course).
In general response to Four Twelve's comments, we offer 3 key points:
1) Four Twelve comments repeatedly that we (as the client) have been very difficult to reach. We disagree, as we have been consistently "reachable" and communicative via email, phone, and text messages. We do acknowledge that we have been difficult to coordinate schedules with - because we are very busy and travel a lot. We have also been in communication with Four Twelve for approximately a year on this project - because we initially reviewed/discussed options in Winter, and intentionally elected to have the work scheduled for Spring - at our request, to minimize weather impact and yield the best opportunity for a quality install of any temperature-sensitive materials.
2) Four Twelve indicates that they have done everything within their power to help, and that they suggested to get the roofing materials manufacturer's representative(s) on site to review and evaluate the labor and materials used for our roof project Four Twelve stated that we never responded to this offer. We disagree - in fact, it was us (as the client/customer) that had to request that someone in a management role with Four Twelve visit our project following the initial installation, as well as with the follow-up problems and re-visits/re-work. It was also us (as the client/customer) that requested that Four Twelve arrange to have their roofing materials manufacturer's representative(s) review the project and installation...and until now, following this complaint, there was no action/movement. As stated above, Four Twelve has initiated this manufacturer's representative meeting/review for 10-February-2020. We will see what follows.
3) Four Twelve noted that a hole was found in the exterior brickwork/masonry - where the gutters connected, and the supposed source where water was entering the building. To clarify, this hole in the masonry was exposed as a result of the new roof installation - the old roofing material had lapped over the roof/wall far enough to cover this hole, and the new roof material does not cover it. This masonry hole was reviewed and water-tested with Four Twelve directly to determine if it was indeed a source of previous water entry/damage. It was determined and agreed with Four Twelve Owner/Management that this masonry hole did not appear to allow water to enter the building, or contribute to previous water entry/damage. Four Twelve noted that the water from the testing of this masonry hole appeared to simply "wash down" and adjacent masonry joint. Four Twelve rightfully suggested that the masonry be appropriately reviewed and repaired, to prevent any future water intrusion problems.
This subject masonry hole is at a lower level (first story) roof section. The gutter that was undersized and replaced with a larger unit is at the upper level (second story) location - nowhere near the subject masonry hole.
We experienced significant water damage in our kitchen following the installation of the new roof. We (as the client/customer) diagnosed the problem as tremendous and violent water overflow from the newly-installed upper roof gutter. The water was making its way beyond the gutter, and/or under the new roof membrane, and into the upper (second story) wall assembly - becoming visible and "washing out" of the first floor kitchen wall/window, kitchen ceiling, and "raining" from the kitchen ceiling light fixtures. We have photos and videos to demonstrate this described scenario - prior to the gutter being upsized.
This condition and water damage are clearly related to the undersized gutter that was initially installed with the new roof. This is not at all related to the masonry hole that Four Twelve has referenced.
We still have concerns with the overall roof materials, installation, and integrity. (Top coat) Finish is still inconsistent, and various roof membrane termination details to not appear to be fully sealed or resilient enough to prevent water permeation and/or undermining by ice damming or similar actions.
Please keep this complaint open and active to allow this pending meeting/review with the roofing materials manufacturer's representative(s) to occur.
Thank you.
I hired Four Twelve to install a *** EPDM roof on a new garage. The roof was installed incorrectly and has leaked since the 1st day.
I hired Four Twelve to install a *** EPDM roof on a new construction garage. The roof was installed incorrectly and has leaked since the day it was completed (now 8 months). Four Twelve did not follow *** guidelines for EPDM roofing installation and did not install a termination bar as specified. Months later, reluctantly, and after trying to bill me for the repairs, they finally returned and installed the required termination bar. The roof continues to leak Last week a *** representative inspected the roof and stated that Four Twelve did not install a water bar behind the termination bar as required. Clearly they do not know how to properly install a roof. Turns out their "***" warranty only covers the materials, not the improper installation (Four Twelve is not a *** contractor so *** will not stand behind their installation mistakes). *** stated that the leakage was at an acceptable level! Really? I paid Four Twelve $5,825 for the roofing labor and material for an 18 x 20 roof (I refused to pay an additional $1000 as the roof won't stop leaking).
I want a refund of the cost to repair the roof properly, $2500.00
rom: ***
to: *** from Revdex.com
cc: ***
date: Thu, Mar 22, 2018 at 3:42 PM
subject: Re: We received a complaint # *** on your business
Hi ***,
Please see our response below, which we submitted through google reviews when we received the complaint originally:
As the Owner of this business, I always say that we want to "manage our relationships from a place of honesty and integrity." In this project, we acted according to our mission and I feel it is important to stick up for our team in the face of this negative review. The leaks in this building are no fault of Four Twelve's. The materials and design provided by the architect were improperly spec'd. Four Twelve built this project according to the plans. When water started appearing on the inside of the garage - Four Twelve went to the jobsite on 4 separate occasions and was available by email and phone throughout the process. Ultimately we realized that the leaking was caused by not installing the material up and over the parapet walls - something we had been instructed not to do from the beginning of the project - by the client and the architect. We offered to help work on this further, but the client refused and left this review. We are still available to help resolve this issue if you need help, feel free to call us at the office (***) *** or email me directly ***@fourtwelvedev.com
I received the requested refund of $2500.00 from Four Twelve Roofing. This refund will partially reimburse me for the cost of repairing the roof and stopping the constant leaking. Since I have received this requested refund, I consider the complaint resolved.