REO Construction & Roofing

New roof failure due to improper securing of decking. No nails in studs. Roof blown off. Company refuses to honor workmanship warrantyApril 4, 2016 we paid REO Construction and Roofing to install a new roof on our home. On June 22, 2016 during a routine storm, a large part of our roof was blown off. We discovered that the decking on the entire roof was not secured properly. As a result we had to replace the entire roof and have major damage to the interior of our home due to the water damage. The company failed to secure the decking to the studs with the nails, the nails were all around the studs but not in the studs. When I spoke with the owner about this I was told the weight of the shingles would keep the roof in place and this was because of the wind and no soffit.No home near us received damaged. When we had the roof replaced and repaired by another roofing company we were able to pick up the decking that was under the other shingles once the weight of the shingles was removed because it was NOT nailed down. We were told as well by other roofing companies that it was not installed properly. The owner of REO construction even said we needed a whole new roof because he claimed the storm lifted the whole roof trying to explain why it was not their fault. We want the original 5k we paid REO Construction and Roofing/ [redacted] and [redacted] immediately refunded to us and we want them to pay for the repairs to our home that were caused by their failure to properly secure the roof by appropriately placing nails in the studs!Desired SettlementWe want the original 5k we paid REO Construction and Roofing/ [redacted] and [redacted] immediately refunded to us and we want them to pay for the repairs to our home that were caused by their failure to properly secure the roof by appropriately placing nails in the studs!Business Response This complaint is not accurate. The damage to the customer's roof was not the result of any work done or not done by our company. Our company does quality work and has never had this type of complaint before. In April of 2016 we installed a new roof to a 2/12 pitch gable style roof on a double-wide trailer. In the process we removed and replaced in excess of 20 pieces of OSB Plyboard which was severely damaged due to prior water leaks. All wood was mechanically attached using pneumatic guns and nails to sub-standard rafters. In the normal course of replacing decking it is common to miss some rafters. However, additional nailing also indicates sufficient nailing to ensure there would be no adverse effect on the customer's roof. The roof was installed in excess of Manufacturer's specifications. Pictures are available indicating the sufficient number of nails which were in the rafters holding the decking in place.On June 22, 2016 at approximately 10:46 pm the customer contacted us regarding water entering the right front section of her house with wood and shingles laying over the back of the house. While checking the weather during this phone conversation, there were severe thunderstorm warnings for her area indicating to look out for damage to roofs, siding, trees and mobile homes with winds gusts in excess of 60 miles per hour with dangerous lightening and potential hail. The advisory indicated residents should seek shelter. The complainant was informed of this and meanwhile the radar indicated a severe pop-up storm in the Louisburg area. On June 23, 2016 I left a message to advise her we were on our way to her home. We arrived at approximately 8:30 am to find the customer's damage. Upon review, this confirmed my belief that severe winds had entered through the soffit space into the attic space and caused the damage. Typically there is a vented soffit on the eaves and rakes. We discussed the concern of no vented soffit with the customer. The customer indicated they had recently removed the existing soffits and rakes while doing their own siding replacement and had not reinstalled. This accelerated the ability for severe winds to enter the attic space unimpeded. The damage observed was approximately 7-8 sheets of shingles and plywood missing from the right front corner and right side gable of the house. There were approximately 4-5 sheets of plywood which had been peeled away and were laying on the back of the house with the shingles and underlayment intact. Upon further observation there were nails in the rafters where the plywood had been violently removed. This indicates nailing consistent with appropriate installation. In addition, the wind shredded one piece of OSB Plywood, which was partially attached. This also indicates the nails were in the rafters. Another piece of plywood had been broken in half and was located over 240 feet away in the back yard, along with two additional pieces of OSB Plywood over 210 feet in the back yard. This confirms severe and excessive winds of greater than 60 miles per hour. To ensure the customer's home was safe and secure we temporarily installed 7-8 sheets of OSB board covered with titanium underlayment (better protection than just a tarp) and then covered this with a tarp so that she could contact her insurance agent. I explained to the customer what had happened and she indicated this made sense to her. We asked that she contact us as soon as she heard from her insurance agent. On June 27, 2016 the customer called my son and I returned her call at 6:22 pm. We spoke for approximately 15 minutes and her concern was the roof was not properly secured/nailed in the rafters. I explained to her that the roof was secured appropriately but even if it had not been, the weight of 90 lbs of shingles in normal winds would not have blown off the plywood. I explained that the insurance agent would likely be concerned regarding the lack of the soffits. She indicated she would just tell her insurance agent the soffit was there. I told her she should not lie to her insurance agent because they would be able to tell the soffits were not in place. I reminded her that as soon as the adjuster saw the damage to please contact us so we could come and replace her roof and we could deal with getting the insurance resolved later. I wanted to make sure she was safe.On June 29th I contacted her twice leaving messages asking if she had heard from the adjuster. I did not receive a response from her until she filed this complaint.In summary, a violent pop-up thunderstorm blew up in her area with possible microburst or straightline winds in excess of 60 MPH, hitting the side of her home straight up through the soffit tearing off the roof. Additional evidence of this was indicated by the severe amount of debris and leaves on the side of her mobile home. The only thing which can dislocate plywood this far and do this damage would be a tornado, hurricane or straight-line microburst winds. There is evidence of this. It takes an incredible amount of force and pressure to break plywood and scatter as indicated in these pictures. Consumer Response Per the attached copy of the invoice REO construction installed 18 sheets of plywood, all of the decking that was removed was not damaged as the response indicates, there were other witness's present who questioned why several sheets of the decking were being replaced. As far as sub-standard rafters - that is an untruth, our home was purchased brand new and delivered and set up, in order for any of that to be accomplished the manufacture had to meet HUD standards and all local and state agency requirements - which it did. This excuse is invalid and has no bearing on the complaint - except to prove that REO Construction and Roofing is attempting be deceptive.The pictures that were posted in response to my complaint do not show sufficient nails, however the pictures that I have requested the Revdex.com post with this complaint clearly show that the nails were not correctly secured in to the rafters. I also have included pictures that show the true extent of the roof damage. There are also pictures that prove that once the shingles were removed from the remaining part of the roof, the decking was able to be picked up without any tools or loosening because it was never nailed to the rafters. As to manufacture specifications, which manufacture specifications? The original roof on our doublewide was installed by the manufacture and endured multiple thunderstorms, hurricanes and ice storms without coming off or apart. REO Construction and Roofing failed to use standard roofing practice measures of using a chalk line to indicate where the rafters were located versus just "walking the rafters" as this is one of the short cuts that were utilized to make this a quick job in 4 hours' time.This is true I did contact Mr. [redacted] on the evening of the storm after the roof failure - no new appropriately installed roof comes apart in less than 3 months. Please look at one of the pictures you yourself submitted - the doublewide next to ours is the exact same age with the original roof and not one shingle was removed. There was no damage to any roof near us. The storm simply uncovered the faulty workmanship. The original soffit that was damaged during the roofing install had to be replaced and we were in the process of doing so when this occurred. The back of the house had soffits in place and it must be noted that the fascia boards had been extended so the area was not left exposed to open wind as your response indicates. Every picture taken shows this so why would anyone attempt to lie about this? As indicated by other roofing professionals this is no way caused the damage that occurred. There were no shredded sheets of decking, there were 3 sheets that were broken in half.I did contact REO Construction and Roofing to make them aware that the adjustor made the comment "you need a more secure roof." I have the text message still on my phone where it was sent.All attempts to voice our concerns prior to filing this complaint were unsuccessful as there has been a lot of fast talking, double talking, blaming of everything but the underlying fact that the decking was not properly secured to the rafters and failure to listen. Mr. [redacted] did not even know my name and repeatedly called me by the wrong name every time I communicated with him, although I corrected him each time, however he was quick to talk over me and to say this is why you pay insurance. Our hopes were to resolve this matter, however it is very apparent from the company's response that the double talk and failure to accept any responsibility will continue. Employees are not perfect, humans are not perfect, things happen, accept responsibility and settle this or please feel free to provide your license number and insurance information and I will attempt to settle it in that manner, after all that is why you pay insurance. I was told when REO Construction and Roofing was hired that they were licensed and insured, or is this not true? Final Business Response 7-22-16 Response to complaint from [redacted]:Attached please find information that validates the workmanship of REO Construction to Ms. [redacted]'s roof on the installation in April of 2016. Severe winds can do serious damage to a roof, in particular when the construction is that of a mobile home and when no soffit vents are in place. When Ms. [redacted] called reporting the damage, I explained to her the only thing I knew that could do that type of damage was wind getting into the attic space. Straight line winds in her area were the result of a severe storm which could cause this damage. She asked how the winds would get into the attic space and I explained through the soffit vents. On June 23, 2016 when I arrived to observe the damage it confirmed my belief that there were straight line winds, which got into the attic space and lifted the roof. When I walked the roof and saw approximately 200 square feet of shingles and plywood pulled through the nails and laying on the back section of the roof, I noticed a piece of plywood shredded and broken in half, it was apparent a powerful force had entered the attic space. On further examination, we discovered three pieces of plywood had been ripped off, broken and thrown 210-240 feet into the back yard. This confirmed there was excessive force to cause this amount of damage. That is when I noticed the soffits had been removed from the entire house. In discussion with Ms. [redacted] she informed me they were in the process of replacing the vinyl siding themselves, as they were not able to find someone who could replace the siding properly. The process of replacing vinyl includes installing new siding on the walls (which had been done), install metal over the fascia board (done on the back 1/2 of the house only) and then replace the soffit. However, there was no soffit in any section of the house except a 4 ft. section on the back house left rear. Pictures provided earlier show no soffit on the front and right side. I explained to her it appeared high wind entered the house through the open soffits on the right rake and back eave, and was in the process of lifting the entire roof when the right front sections of plywood blew up, relieving the pressure in the attic causing some of the roof to come off and the remaining section to sit back down. I also told Ms. [redacted] that when she contacted her insurance company to make sure they replaced the entire roof because although the winds had blown off part of the roof, the pressure had caused the entire roof to lift, creating damage and problems for the entire roof.She was very concerned her insurance company would not pay this claim because they had just paid to replace the roof in April due to a previous hail/wind storm claim. I explained that storm damage was a peril/act of God and she need to make sure her insurance company was contacted. I explained that she needed to call me when the insurance adjuster arrived and we would get her roof replaced/repaired and work with the adjuster. We have responded to her calls and the detail of these responses was provided in the first response to Revdex.com.In Ms. [redacted]'s response she indicates the original soffit was damaged during the installation. This is not a true statement. The [redacted]'s had removed the soffit and were in the process of reinstalling this as the final part of their re-siding of the house, which they were doing themselves. Ms. [redacted] informed me in one of our conversations she would tell her insurance agent the soffits were in place. I told her not to lie to the insurance agent, because they would be able to tell the soffits were not in place. In her response Ms. [redacted] plainly states the back of the house had soffits in place. We have a photograph Ms. [redacted] sent to us on the night of the storm clearly showing there was no soffit on the back of the house. The picture also shows severe debris blown against the storm door and siding, again confirming severe winds.We have been consistent in our response trying to explain the conditions which created the damage to her home. This is not the result of workmanship. This is the result of the severe storms and straight line winds. In attached attorney-client privileged documents, we have provided a report from an expert meteorologist with proof of a severe thunderstorm, capable of producing such damaging winds which passed directly over Ms. [redacted]'s address on the date and time of the damage. This report includes verification of the conditions of the storm being sufficient to cause this type of damage to a manufactured home with open eaves. This report also provides confirmation of additional damage from straight line winds in this area on the date and time of Ms. [redacted]'s damage.Also, in the attached documents you will find a report from an expert structural engineer verifying from the review of the pictures the roof was properly secured to the existing rafters sufficient to meeting N.C. building code. Also indicated in this report, upon review of the pictures and the meteorological report, is confirmation of excessive winds creating an uplifting force that caused the roof sheathing to be torn away. We have also had discussions with a Production Manager of a mobile home facility confirming obvious uplifting from wind entering the open soffit eaves. With the eaves open, this easily exceeded the limitations of the structure. We understand why Ms. [redacted] is so upset. Damage to your home is a stressful event and especially after having her roof replaced only three months earlier. However, the damage present to Ms. [redacted]'s home was not the result of faulty workmanship. Our reputation is important and why we have strived over the past 15 years to ensure that our work is always quality work. This is also why we have sought out expert opinions to confirm why the damage occurred. We are requesting that Ms. [redacted] remove her complaint and remove the negative feedback she has placed on the internet.