Roof Life Company of Northern California, Inc.

Just had my home re-roofed by RoofLife Company and they provided excellent and quality workmanship and completed the job faster than anticipated. Clean-up was great. Steve C[redacted] and the rest of his staff were great to work with, they were always available for any questions.

Review: My new roof under warranty has leaked and Roof Life has not repaired it, not returned calls, and not shown up for multiple appointments.

I purchased a new roof for $8,429 in 9/2011 (came with a 5-year guarantee) from Roof Life Company because my very slightly sloped roof had standing water and was leaking near the southwest corner of my house. I was assured by [redacted] (the owner) that my leaky roof issues were a thing of the past, and Roof Life would build up the side of the roof that had standing water and add a drain so that water would properly flow off the roof.

My new roof seriously leaked on Easter Sunday, 3/31/2013, near the southeast corner of my house. It caused cracks in the wall and ceiling where water poured through, and leaked onto the floor and bed. I called Roof Life, and they came out the following week and noticed a bubble in the roof above the leak area ([redacted] told me the bubble meant that the roof had pulled away due to water). There was also standing water above the leak area for days. [redacted] told me that someone would come out to cut into the bubble to see what the problem was and repair it. He also mentioned that the roof might need to be built up on the east side and a drain installed similar to what they did on the west side of the roof when they installed the roof in 2011. The roofer came out, looked at the bubble and said that nothing was wrong (they tested it by pouring water on the roof and did not notice a leak by peering into my window while doing that...I was out of town). The roofer said the bubble would resorb and wouldn't cause a problem. I said that I was concerned because [redacted] said the bubble was the problem and the slope might need to be built up, and now nothing was going to be fixed/repaired. [redacted] assured me that the bubble would go away and said that if the bubble did not go away by the end of summer to call him and he would deal with it.

In 8/2013, I got on the roof to remove minimal debris and check out the bubble which was still there. I also noticed another hole in a northern part of the roof. I called [redacted]'s cell phone (Roof Life) on 9/2/2013, and l left a message about the issues and asked when they could come out to my house to fix the problem. I did not receive a response. A week later, I called the main Roof Life number because I did not hear from [redacted], and an appointment was scheduled for 9/10 at 2pm.

On 9/10, I took time from work and waited for [redacted] to arrive at 2pm. I called Roof Life at 4:43pm because no one showed up for the 2pm appointment, and no one called to let me know that they were not coming.

I called Roof Life again on 9/17, at 8:32am because I did not receive a response to the voicemail I left the week before after the no show 9/10 appointment. I spoke with the office at Roof Life and they confirmed that [redacted] would meet me at my house at 2pm that day to look at the roof. No one showed again. I called Roof Life at 3:14pm to ask if anyone was coming, and I was told that [redacted] would leave the office and head to my house right away. No one showed again. I received a call at 3:56pm that no one was coming that day because [redacted] had a big shipment to pick up, and they would have to reschedule and [redacted] would be out of town from Friday into the following week. I voiced my frustration that we are approaching the rainy season, I have called over and over again, and I have taken time off of work and waited at home for Roof Life to show up to appointments for hours on end on multiple occasions to no avail. I said that I would be home on 9/18 at 7pm or 9/19 at 6:30pm and could meet them. I did not want to wait longer because I felt like Roof Life has ignored my concerns and put my roof on the back burner since the leak in 3/2013. I called the Revdex.com to ask for advice on whether I should file a complaint and was told that I should because the rainy season is approaching and the company is not taking me seriously. I called Roof Life at 4:38pm on 9/17 to let them know that I would be filing a complaint with the Revdex.com and possibly the Contractor's State License Board.Desired Settlement: The settlement I am seeking is for Roof Life to fix/repair my leaky roof so that it no longer leaks and does not hold standing water (what they should have done in the first place and what I paid for). Roof Life built up one side of my roof and installed a drain so that water would not pool on the roof, but they did not do that on the other side, and now water pools and my roof leaks on the side they did not build up and put a drain on. These leaks are also doing damage to the inside of my home (walls, ceiling, bed, and floor). It seems reasonable to me that the cost estimate for the roof replacement that I was given originally and that I paid should have covered the necessary work to build a roof that does not leak. I should not have to pay more money because my roof is leaking and Roof Life was not able to originally build a roof that doesn't leak (when they promised me they could and would). Roof Life should also return my calls and show up for appointments that they schedule. If they are not able to make an appointment, they need to call in advance to let me know that they can't come and they need to reschedule. Sitting at my house waiting for them for hours while missing work, is unreasonable. I also think that my 5-year warranty should be extended to start from the time they do the repair/fix rather than counting the last 6 months with a leaky roof as being under warranty.

Business

Response:

Initial Business Response

Complaint ID#: XXXXXXXX

Consumer: [redacted]

Case Opened: XXXX-XX-XX

CSLB File No: N A XXXX XXXXXX

Re: [redacted]

Sacramento, CA XXXXX

To Whom It May Concern:

We, Roof Life Company, met with [redacted] on 10/04/13. The concerns were discussed. An understanding between Roof Life Co. and Ms. [redacted] are outlined as follows:

*Addressing slower draining of roof at South East Corner.

*Roof had leaked one time in 2013 (04/01/13).

*04/03/13 roof was inspected with [redacted] Project foreman)

*At that time, Ms. [redacted] agreed to keep debris off drains.

*09/19/13 Roof Life cleaned and adjusted any questionable areas.

*10/04/13 [redacted] (owner of Roof Life) met with Ms. [redacted] on her roof and discussed options for flow.

*R.L. recommended cleaning roof/emulsion application for build-up/elastomeric top coat for weather proofing - all at no charge to Ms. [redacted].

*All existing warranties are still in effect until 09/13/2016.

*Roof Life agrees to respond in a timely manner to any response from Ms. [redacted] regarding said roof area only, until 09/13/2018

This agreement was signed by both parties on 10/04/13. The cleaning of roof area/emulsion application/and elastomeric coating was begun on 10/04/13 and completed on 10/07/13.

Just a note: All required permits were pulled, the job was inspected, approved and finalized by the City of Sacramento Building Department. Ms. [redacted]'s house was constructed in the early 1900's. It is an Adobe style home. Drainage in this corner of her home is functional only if debris is kept out of the drain.

We profusely expressed our apologies for the lack of communication on our part and for the frustration that it caused her.

We feel we have done everything possible to resolve the problems.

Please contact us if you have any further questions.

Roof Life Company

Final Consumer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

I accept the response from Roof Life. After I filed the complaint, Roof Life showed up to the meeting we scheduled and they communicated with me about what they were doing. I tried to have Roof Life agree to a contingency plan if their proposed fix/patch doesn't work, and they would not agree to putting the next step in writing. They said that they were again confident that the roof would not leak, and they agreed to extending the warranty on that area of the roof. They also noted other areas of the roof with holes that they patched near the front and they said that their were some issues. Given that they proposed one option for dealing with this problem, I took it, and am hoping for the best. It is interesting that Roof Life says that they apologized profusely, because they did apologize, but had a hard time admitting any fault for missing meetings and avoiding calls. And, I received a text apologizing for their rude behavior during the meeting with me about how to proceed, so maybe that is what they meant. I hope that because of all of this, Roof Life follows through more immediately with other customers and is more reliable when they say they are going to show up. Thanks for helping to resolve this problem.

[redacted], Thank You for your fast and very professional estimate.

I am very impressed with your knowledge and your company.

You took time to explain me all the options and ideas you had on how you would do it.

THANK YOU AGAIN.

Sincerely,

Review: Dear Sir,

I would like to lodge this complaint against Roof Life Company of Northern California Inc. regarding re roofing matters done in January 2016.

The Roof Life Company refused to prime the trimmings/fascia boards that was replaced as stipulated by county code law. The company knew or should have known that the boards needed to be primed. But refused to do so saying they do not do avg painting.

There were also some noticeable gaps, unseen cuts, and multiple knots in the wood/fascia boards. When I pointed out dry rot in the fascia board that had not been replaced, the contractor said it was not dry rot. Please, you are welcome to come by and see the problems I am complaining about.

The contractor tried to force me to sign a contract that stipulated I was satisfied with the work done. I did not sign it because everything was not ok and I was not satisfied with work done, or not done. His manner was insulting and intimidating. I am a senior citizen and up in my years, any how, I told him, he will be paid.Desired Settlement: Shortly after I refused to sign his contract, I received a preliminary native regarding a lien from [redacted] who appears to be the material supplier for Roof Life Co of Northern California. I suspect that the contractor told [redacted] that I was not going to pay them.

If you have any questions, please write or call me at [redacted]

Thank you for your time.

Sincerely,

Consumer

Response:

I am rejecting this response because: Dear Sir,