Rhoads Roofing

I am writing in response to the complaint issued by *** *** and *** ***I would like to address one complaint at a timeIn regard to the porch roof, the puddling on the roof was due to a clogged spoutIn addition to everyday debris there is a tree in front of their home which causes
the spout to clog more frequentlyIt clearly states on the contract that we are not responsible for clogged spoutsIt is the responsibility of the homeowner to maintain clearance of the spouts which they failed to doHowever in order to satisfy the customer provided a service and cleared the clog at no cost to the homeowner.In regard to the skylight we provided service callsOn the first call there was no visible cause for the leakage but as a precaution there was additional muck appliedOn the 2nd call upon close inspection it was found that the glass was slightly lifted off of the lip of the skylightAlthough this problem was not due to any negligence on our part we provided the service and corrected the problem again at no cost to the customer.I would also like to address a statement made by *** *** that I came off of the roof with no supplies but makes no mention of the other men on the jobThere were supplies they were just handled by the other workers*** *** refers to this as being a contract for repairs which is not the caseOn the attachment that was provided to the customer there are options one for a new roof and the other for repairsThis contract was for a new roof, we were simply providing service as a courtesy to the customer for problems that had nothing to do with the quality of our work.There are many factors that could have contributed to the problem with the skylight including the admission of *** *** that she allowed other roofing companies to go up on the roof therefore making her ineligible for a refundI would also would like to state that each complaint issued by the customer is addressed on the attachment stating what we are not responsible forWe were not responsible for either problem therefore the customer is not entitled to a refund

Randy R[redacted]




5:06 PM (20 hours ago)










tome




 
 
[redacted], I'm writing in response again to [redacted] from [redacted]. Rhoads Roofing has tried to offer a deal with free coatings for [redacted] she has turned them down.Because she has stated poor workmanship and we can't be trusted I would just like to address that the problems [redacted] had received was not because of Rhoads Roofing.The porch roof problem was because of a one inch pvc pipe installed behind the walls that was rig up into the two inch drop tube that was in the porch roof.Now estimating the porch the drop tube was visible but the pvc pipe was not and 99% of the time the drop tube is installed into a 3inch round downspout or 2x3inch downspout the other 1% is the drop tube is installed into the original 2inch copper downspout.So when we pulled the drop tube out of the porch roof and was getting ready to install the new drop tube that is when we noticed the 1inch pvc pipe and I went in and informed [redacted] of the problem.She asked so what needs to be done I told her there are two ways of doing it the first way is to stop work on the roof tear out the walls on the inside of the house so we can get to the pipe and install a new 3inch round downspout from the top to the bottom drain which would be additional charge she said well whats the other and I stated the other way is leave the 1inch pipe and install a new 1inch drop tube at no additional charge she said put the 1inch in so that is what we did.And like it states on the estimate we are not responsible for any puddling on roof or clogged drains before during or after work is completed.     Now the problem with the new skylight we installed on the top main roof it was not ever the workmanship of the completed job.How ever the leak coming from the skylight into the bathroom was caused by the glass in the skylight. Some how the glass was  lifted out of the track after being installed over 2yrs ago.That tells me that either the glass was tampered with or the very bad winter we had from all the ice and snow some how got underneath the glass and popped it out of the track.Because the wire that is on the inside of the glass was hanging out the bottom of the glass that  went in the track so that told me it was either tampered with or it was a act of nature and we are not responsible for either or.If it was workmanship that skylight would have leaked the first rain that came in after the job was completed over 2yrs ago.  We are truly sorry that [redacted] feels the way she does but there will not be any refund.And we are still willing to reseal&coat [redacted]'s roofs free of charge every three years over the course of the fifteen yr guarantee.    Thanks, Rhoads Roofing

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Hello [redacted]
This is absolutely ridiculous at this point, prior to having our roof actually installed by Rhoads Roofing Company. We had Rhoads Roofing come out  2yrs prior for an estimate for a new roof. These fabrication that they are speaking to was never ever discussed with me nor was it ever discussed with my fiance in regards to any replacement of piping or breaking walls to installed new piping..  Whenever a company comes out to give an estimate all of these issues would have been noted and documented on the contract to make the customer aware even if suggested this information would have been noted. He never verbally mention any of this information to us, this is the first time of me hearing of these excuses. On the porch roofing it took over 6months to 1yr just for them to come back to address the problems that we were experiencing, if this were the case he should have document this on the contract to reflect what was occuring and what was the the cause of the leakage. When we received our estimate everything that was discussed with Randy verbally was documented on our contract.  
 Responding to the main roof with the skylight issues if this was a factor from the bad weather and all the snow from this past winter, apparently the skylight class was not properly installed to began with, if it only took the snow or bad weather to move it out of place for us to begin experiencing water streaming in our bathroom. As well as if this were the case when notified of these occurences they would have had immediate attention it could have prevented all the damages that we are left with and as I mentioned in my previous responses,  if addressed immediately we would not be experiencing these issues. Once again it tooks us over a year to get any one from the company to come iut and address theses problems. Randy openly admitted and apologized for the delay in the response due to him hsving major back surgery and the fact that his father was battling cancer, which I greatly sympathetic towards.
 
I care not to continue these rebuttal with a company that states such untruths to a customer that is totally dissatisfied with the service rendered towards the consumer, at this point its outrageous and I would like a refund and move forward with a more reputable company. I stated in my last letter that I do have another customer that has a complaint in regards to This same company services, they as well used this company to repair their roof and experienced leakage and made several attempts to get some one out to resolve their leakage problem but was not successful at all. They specifically named Randy as their contact person when they finally reached someone and it was  stated that it was like they weren't talking to the same person who they dealt with when they were in the process of getting their business to install the new roof. They stated that Mr. Randy was not willing to correct the leaking roof without them paying additional fee's.
I rather not continue to do any future business with this company. It seems to be that this is their practice to obtain new business and then not honor their warranties,  this to me isnt good business practices.  I have since filed a complaint with The States Attorney's Department and I will persue this matter as far as I have to, in order for me as a consumer to obtain full satisfaction for my hard earned monies spent for a service that was not properly rendered.
Thank you so kindly
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Responses made by The Customer for Complaint:[redacted]
My response to the above response in regards to Rhoads Roofing & Sons Company. In reference to the porch roof area, When this section of the roof was completed by Rhoads Roofing Company the spout for the drain was tarded over  to a much smaller spout for drainage of water which made it very difficult for water to drain off. We always kept a screen covering over the spout opening to prevent leaves and debris from going down the drain and causing any clogging.There is a tree located two houses away from my residence that leaves do shed and this is why we always kept a screen over the open spout area.When Randy installed the new roof there was never a new screen placed back over the spout area, which caused the water to back up on the porch roof and then caused blockage in the draining process of the excess water. After several rain storms the excess water would not drain due to blockage in the spouting area from the leaves that may have blown on my roof at this point. Due to the delay of The Company late responses to the customers notices causes time to past and  damages to occur. After several attempts to make contact with The Company for someone to come out to address our concerns.  Randy returned and then provided a small screen to go over the open spout to prevent any further clogging, along with the drain pipe was shifted and not lined up with the drain spout from the roof which was also a factor as to the water starting to leak into my front windows inside of my living room area. There was leakage all along my front window area water was draining down on my front door seaping into my house. This was truly caused by the roofing company from not properly installing the appropriate supplies to prevent such happening. Once the screen was placed over the open spout  area and the drainage pipe connected we have not had an issue since, so this proves that there was negligence on there part.
This response is  in regards to the roofing issues once again failing to respond in a timely manner causes time to elapse,  which allows demages to occure. When Randy the roofer came down off of my roof he was the only one from the company that was on the roof and he did not have any supplies with him showing that he made any additional repairs, nor were there any other co-workers that occupied him There was only two employess that showed up on both occasion:Randy and another worker older caucasian male with his grandson. In regards to me admitting to Randy of two separate roofing companies coming out to look over the roof was in my best interest due to Rhoads Roofing coming out on several occassions assuring me that the skylight area was resealed and repaired and that everything should be fine. Only to continuously have water streaming through my bathroom skylight ever time it rain. I began to get concerned and needed a professional opinion on the conditions of my so called-newly repaired roof. These were two highly recommend roofing companies that came by high recommendations. Which we have two written estimates from each company stating the same requirements. Also to reiterated per conversation from your company when we contacted the company with our 1st noticed we were informed after the 2nd notice of having the same issue reoccuring that someone did come out and reseal the skylight area, this was supposed to have been completed a few months back from a relative that was covering in the absence of Randy.
 
In regards to performing a courtesy how does your company represent it's guarantee or warranty towards the consumer.You have mentioned on both incidents regarding both roofing issues that there were no charges or fees for the services you renderer,  if in fact on both occasions these issures where addressed in a timely fashion we would not have resulting damages to our home. Due to negligence on behalf of Rhoads Roofing Company we are left with damages caused by neglecting to properly install the skylight and due to the untimely responses in addressing and correcting the problem it has caused unexpected expenses to the customer. These issues are out of the customers control, we didnt have any control over not installing the proper screening over the open spout area or the drainage pipe not being properly lined up or the skylight again not being properly installed. These are factures that we the customer can not be responsible or accountable for there is nothing that we could have done to prevent these issues from occurring. 
Which required to have a refund occuring to your contract we have had this issue addressed on three different occurences only to be resolved on the fourth visit. Reflecting back to us having another roofing company go up on my roof does dont deflect my warranty,  it states if I have any other roofing company do repaires or work on the roof this will then void my contract.  There has been no other repairs made by any other roofing comapny but Rhoads Roofing Company.  I have documentation along with video footage dated prior to the other roofing companies going on my roof to give assessments.  Which will demonstrate and show the actual coverage of what happens when it rains and how the water was streaming through my ceiling causing the damages as a result of Rhoads Roofing Company neglecting to correctly addressing our concerns in a timely manner.
Thank you 
**. [redacted]
Dissatisfied Customer

Review: Rhoads & Sons Roofing Compnay installed a new roof on my home on 08/09/2012 along with 2 skylights installed one in the bathroom area, the other one is located in the hallway. Contract is for a 15yr warranty with a clause of every 3yrs a new coating. Since we have had this roof installed there hS been one problem after the next. It began with my porch roof that also was newly repaired at the same time as the main roof was newly repaired. The porch roof was leaking water into my windows and running doan the wall into my livingroom area and down to my laundry room area. I called on several occassions to have this matter address. 1st call for complaint was on 09/2012. 2nd call 10/2012, 3rd 11/2012. Finally we were contacted from the company and Randy one of the Roofers came out to address our concerns. Our next complaint began most recently in regards to the brand new skylight that was installed in the bathroom. I began to notice puffing walls on the inside of my skylight area. Then leaking water every time it rained. I just had my whole bathroom newly remolded new ceilings, walls & flooring. I began to notice this around April it has gotten worst evertime it rains. I have been trying to contact this company since this past spring, leaving messages on the main number listed on the contract along with the roofers number (Randy). My fianc has made many attempt as well, he spoke with Tim, Chuck. I spoke wth a Tandra. We were informed that they would come out to check it out, never getting a response to what the findings were and if it was taken care of. At this point we have water streaming in our bathroom when it rains this has totally damaged our new ceiling and is in need of replacing. Randy came out on 07/12/2014 to take a look at the roof we were informed that repatched the area he had no supplies when he came off the roof and the he informed us that it is time for us to have our roof resealed. We informed him that it has only been 2yrs and the contract states 3yrs. This company are rip off.Desired Settlement: It states on the contract that if they attempt 3 times to correct the issue and if not resolved that they would credit 1/2 the cost of the repairs towards the purchase of any additional work from this company. I am not interested with any more work done on my home from this company. I do not find them to be repeatable or trust worthy. They have caused much damage to my bathroom ceiling and its not fair standing for a company not to honor their work. I would a refund for all the inconvenience.

Business

Response:

I am writing in response to the complaint issued by [redacted] and [redacted]. I would like to address one complaint at a time. In regard to the porch roof, the puddling on the roof was due to a clogged spout. In addition to everyday debris there is a tree in front of their home which causes the spout to clog more frequently. It clearly states on the contract that we are not responsible for clogged spouts. It is the responsibility of the homeowner to maintain clearance of the spouts which they failed to do. However in order to satisfy the customer provided a service and cleared the clog at no cost to the homeowner.In regard to the skylight we provided 2 service calls. On the first call there was no visible cause for the leakage but as a precaution there was additional muck applied. On the 2nd call upon close inspection it was found that the glass was slightly lifted off of the lip of the skylight. Although this problem was not due to any negligence on our part we provided the service and corrected the problem again at no cost to the customer.I would also like to address a statement made by [redacted] that I came off of the roof with no supplies but makes no mention of the other men on the job. There were supplies they were just handled by the other workers. [redacted] refers to this as being a contract for repairs which is not the case. On the attachment that was provided to the customer there are 2 options one for a new roof and the other for repairs. This contract was for a new roof, we were simply providing service as a courtesy to the customer for problems that had nothing to do with the quality of our work.There are many factors that could have contributed to the problem with the skylight including the admission of [redacted] that she allowed other roofing companies to go up on the roof therefore making her ineligible for a refund. I would also would like to state that each complaint issued by the customer is addressed on the attachment stating what we are not responsible for. We were not responsible for either problem therefore the customer is not entitled to a refund

Consumer

Response:

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Review: [redacted]

I am rejecting this response because:

Regards,

Responses made by The Customer for Review:[redacted]