The Great American Roofing Company

As of Saturday, the chimney has been repaired and the Chimney inspector and masonry told me that the chimney is NOT to blame for the leaking roofHe told me that the flashing has been put on top of the chimney shingles, and metal is noticeable at the naked eyeIf this is how a roof is supposed to look, fineHowever after the storm last night there is more damage to my inside ceiling so obviously something is not correctI will give it one more rain, then great American roofing needs to find a new solution to the water leaking

Revdex.com of Metro Washington DC 9:AM (minutes ago) to me ---------- Forwarded message ---------- From: < [redacted] > Date: Wed, Jul 2, at 6:PM Subject: Response to consumer complaint # [redacted] To: [email protected] Great American Roofing Company was hired by the original homeowner to replace the roof at [redacted] **in [redacted] , Pa [redacted] on 8/27/13, as part of settlement agreement between buyer and sellerWe completed the project in accordance with industry and manufacturers standards on 9/17/We received a call from the new owner regarding a suspected roof leak, sometime around early November of Myself and crew went out to house and investigate leak soon thereafterOnce there we performed a few minor caulking repairs to flashing at base of chimney and valley area as a precautionary measureWithin the next few weeks the homeowner called again to report that the roof was still leakingWe returned a short time later to investigate the same areaUpon this further inspection, we determined that the problem appears to be with the mortar joints in the chimneyThere are several areas on the chimney where the mortar is cracked and loose, and other areas where the mortar is missing entirelyThe shingles are flashed to the base of the chimney correctly, and appears to be water tight The next call I received from the homeowner came a few weeks later, to report that the roof was no longer leaking, and that she wanted the ceiling and wall that was damaged to be fixedI agreed to do that work and told her that it would be scheduledShe was apparently not happy with our response time to schedule fixing the ceiling, and called again to request the work be completedI apologized for the delay and assured her that the work would get done asapPrior to being able to fix the ceiling, we received another call saying that the ceiling was leaking againI told her that I was not aware of this, based upon my most recent conversation with her everything was okAfter this call we went out immediately to again find the source of the problemAt this time we performed a water test, while the homeowner was present, to determine weather the leak was from the roof or from the chimneyAfter concentrating a continuous spray of water on the roof and separately on the chimney, it appears to be the chimneyHeather saw what was happening and agreed to have a chimney contractor come out to fill and patch the open mortar jointsThis work was scheduled to happen on Sat6/28/I have since spoken to Heather, she told me the work was completed and thought it would be best to wait a few weeks, to get through a few more rainsI agreed and told her to keep me posted That is where we are at this moment with regards to this situationLet it be known that we have responded to all customers phone calls and tried to the best of our ability to remediate this situation in a professional manner and timely fashionGreat American Roofing Company is responsible for any and all problems, if any occur with this roofWe have been out to investigate and were prepared to fix anything we saw that may have been a problemIf it is determined that the source of the leaking is from a failure in the roof system, we will fix itAt this time we are waiting to hear from the homeowner with regards to any further leaking Sincerely, Mark M [redacted] (####-###-####) PA LIC # [redacted] [redacted] # ***

Revdex.com of Metro Washington DC
9:37 AM (2 minutes ago)
to me 
---------- Forwarded message ----------
From: <[redacted]>
Date: Wed, Jul 2, 2014 at 6:06 PM
Subject: Response to consumer complaint # [redacted]
To:...

[email protected]
Great American Roofing Company was hired by the original homeowner to replace the roof at [redacted]. in [redacted], Pa. [redacted] on 8/27/13, as part of settlement agreement between buyer and seller. We completed the project in accordance with industry and manufacturers standards on 9/17/13. We received a call from the new owner regarding a suspected roof leak, sometime around early November of 2013. Myself and crew went out to house and investigate leak soon thereafter. Once there we performed a few minor caulking repairs to flashing at base of chimney and valley area as a precautionary measure. Within the next few weeks the homeowner called again to report that the roof was still leaking. We returned a short time later to investigate the same area. Upon this further inspection, we determined that the problem appears to be with the mortar joints in the chimney. There are several areas on the chimney where the mortar is cracked and loose, and other areas where the mortar is missing entirely. The shingles are flashed to the base of the chimney correctly, and appears to be water tight.
The next call I received from the homeowner came a few weeks later, to report that the roof was no longer leaking, and that she wanted the ceiling and wall that was damaged to be fixed. I agreed to do that work and told her that it would be scheduled. She was apparently not happy with our response time to schedule fixing the ceiling, and called again to request the work be completed. I apologized for the delay and assured her that the work would get done asap. Prior to being able to fix the ceiling, we received another call saying that the ceiling was leaking again. I told her that I was not aware of this, based upon my most recent conversation with her everything was ok. After this call we went out immediately to again find the source of the problem. At this time we performed a water test, while the homeowner was present, to determine weather the leak was from the roof or from the chimney. After concentrating a continuous spray of water on the roof and separately on the chimney, it appears to be the chimney. Heather saw what was happening and agreed to have a chimney contractor come out to fill and patch the open mortar joints. This work was scheduled to happen on Sat. 6/28/14. I have since spoken to Heather, she told me the work was completed and thought it would be best to wait a few weeks, to get through a few more rains. I agreed and told her to keep me posted.
That is where we are at this moment with regards to this situation. Let it be known that we have responded to all customers phone calls and tried to the best of our ability to remediate this situation in a professional manner and timely fashion. Great American Roofing Company is responsible for any and all problems, if any occur with this roof. We have been out to investigate and were prepared to fix anything we saw that may have been a problem. If it is determined that the source of the leaking is from a failure in the roof system, we will fix it. At this time we are waiting to hear from the homeowner with regards to any further leaking.
 
Sincerely,
   Mark M[redacted] (####-###-####)
   PA LIC # [redacted]
   [redacted] # [redacted]

As of Saturday, the chimney has been repaired and the Chimney inspector and masonry told me that the chimney is NOT to blame for the leaking roof. He told me that the flashing has been put on top of the chimney shingles, and metal is noticeable at the naked eye. If this is how a roof is supposed to look, fine. However after the storm last night there is more damage to my inside ceiling so obviously something is not correct. I will give it one more rain, then great American roofing needs to find a new solution to the water leaking.

Review: I moved into my current home on Sept 27th 2013. The roof on the residence was brand new according to the contract and settlement information. We would not settle on the property unless the previous owners agreed to put on a new roof. The roof was placed on 9/21/2013 (or thereabouts). Every since the NEW roof was placed we have had leakage into our living room and around the chimney. The chimney is NOT the problem. The roof placed did not account for the drainage properly that was need around the chimney base; therefore the water does not run off the house it piles and continues to do damage. We have contacted the company MANY times and they have come out 3 times to fix the problem, with no avail. After 8 months, I am tired of looking at my damaged walls and ceiling for a house that we just bought and should not be having this problem so quickly after the new roof was put on. I have contacted the company again for the past 2 months, along with my husband and they have told us "we are on their list" and that it would take "a few weeks". However, that was 3 weeks ago and every time we call we get the same response. We contacted our real estate agent who chose this company and she said she would talk to them. However, we have not heard anything and it has been a week.Desired Settlement: I have two solutions - 1. Great American roofing can come out and fix the problem PROPERLY once and for all, then after no longer than a MONTH can fix the inside of my house, as promised because it was their fault job. OR 2. We can hire a different company to do both the roof and inside jobs that need to be fixed and Great American Roofing company can be responsible for their services. The other services can direct their bill to them. Either way we would like an answer within the next two weeks so that by the time September rolls around we will have a "new house" like we chose in the first place without any damage.

Business

Response:

Revdex.com of Metro Washington DC

9:37 AM (2 minutes ago)

to me

---------- Forwarded message ----------

From: <[redacted]>

Date: Wed, Jul 2, 2014 at 6:06 PM

Subject: Response to consumer complaint # [redacted]

To: [email protected]

Great American Roofing Company was hired by the original homeowner to replace the roof at [redacted]. in [redacted], Pa. [redacted] on 8/27/13, as part of settlement agreement between buyer and seller. We completed the project in accordance with industry and manufacturers standards on 9/17/13. We received a call from the new owner regarding a suspected roof leak, sometime around early November of 2013. Myself and crew went out to house and investigate leak soon thereafter. Once there we performed a few minor caulking repairs to flashing at base of chimney and valley area as a precautionary measure. Within the next few weeks the homeowner called again to report that the roof was still leaking. We returned a short time later to investigate the same area. Upon this further inspection, we determined that the problem appears to be with the mortar joints in the chimney. There are several areas on the chimney where the mortar is cracked and loose, and other areas where the mortar is missing entirely. The shingles are flashed to the base of the chimney correctly, and appears to be water tight.

The next call I received from the homeowner came a few weeks later, to report that the roof was no longer leaking, and that she wanted the ceiling and wall that was damaged to be fixed. I agreed to do that work and told her that it would be scheduled. She was apparently not happy with our response time to schedule fixing the ceiling, and called again to request the work be completed. I apologized for the delay and assured her that the work would get done asap. Prior to being able to fix the ceiling, we received another call saying that the ceiling was leaking again. I told her that I was not aware of this, based upon my most recent conversation with her everything was ok. After this call we went out immediately to again find the source of the problem. At this time we performed a water test, while the homeowner was present, to determine weather the leak was from the roof or from the chimney. After concentrating a continuous spray of water on the roof and separately on the chimney, it appears to be the chimney. Heather saw what was happening and agreed to have a chimney contractor come out to fill and patch the open mortar joints. This work was scheduled to happen on Sat. 6/28/14. I have since spoken to Heather, she told me the work was completed and thought it would be best to wait a few weeks, to get through a few more rains. I agreed and told her to keep me posted.

That is where we are at this moment with regards to this situation. Let it be known that we have responded to all customers phone calls and tried to the best of our ability to remediate this situation in a professional manner and timely fashion. Great American Roofing Company is responsible for any and all problems, if any occur with this roof. We have been out to investigate and were prepared to fix anything we saw that may have been a problem. If it is determined that the source of the leaking is from a failure in the roof system, we will fix it. At this time we are waiting to hear from the homeowner with regards to any further leaking.

Sincerely,

Mark M[redacted] (####-###-####)

PA LIC # [redacted]

[redacted] # [redacted]

Consumer

Response:

As of Saturday, the chimney has been repaired and the Chimney inspector and masonry told me that the chimney is NOT to blame for the leaking roof. He told me that the flashing has been put on top of the chimney shingles, and metal is noticeable at the naked eye. If this is how a roof is supposed to look, fine. However after the storm last night there is more damage to my inside ceiling so obviously something is not correct. I will give it one more rain, then great American roofing needs to find a new solution to the water leaking.