Advice for Resolving Problems with Roofing Jobs
     

When you need to repair your roof or replace roof coverings on a building, the previous sections of this article give advice to assist in choosing a roofing contractor - by Jessie Srader, [edits and additions by DJF]. Whatever your roofing repair or replacement needs, you need a qualified professional roofing contractor you can trust.

Readers should also see How to Get the Best Roofing Job for a simple basic outline of the key ingredients to a good roofing job and a long lasting roof. Also see Our main roofing information website.

Disclaimer: Below I [-DF] offer roof contract dispute resolution advice that is OPINION based on my own work in the construction field over 30 years and my service as an arbitrator in construction disputes. Readers facing costly damages or repairs due to problems with work done by any contractor should first seek advice from local experts and their attorney.

Following Roofing Contractor Steps 1-5, steps to resolve roofing contract or performance disputes should not be needed, but in real life, things do not always go perfectly as planned. What do we do now? The re-roof job contractor dispute described below contains our recommendations. Use the Comment Form below to add your own suggestions for accurate, prompt, and fair resolution of roofing job disputes and problems.

Description of a "Bad" Roofing Contractor

Paying a high price for a new roof does not guarantee a good job. In this case the roof was a wood shingle job but it could have been any roofing material.

One of my clients called me, breathless on the telephone, very worried about her new roof. Here's how it went.

• Client: "I need you to come down right away to inspect my new roof," she practically shouted. We had inspected the home months before, and among my findings was the need to replace a worn and leaky wood shingle roof over one of the sections of this large home.
• DF: "What's wrong"?
• Client: "I think the roofers have screwed up my new roof - they're just finishing it up today."
• DF: "Why do you think there's a problem?"
• Client: "Well first of all the contractor could not keep a crew on the job. This is the third group of workers to work on my roof, and none of them speaks English, and no one has been supervising them."
• DF: "Sounds iffy, but someone might be trained and still not speak good English, what else?"
• Client: "Well it was what the supervisor was shouting at them this morning when he came back to the job!"
• DF: "What was he shouting?"
• Client: "You IDIOTS! You COMPLETE IDIOTS! Not like THAT!!"
• DF: "I'd better come take a look."

I drove to the site. The wood shingle roof was beautiful. Every shingle looked perfect, except for one thing: all of the shingle side joints were lined-up perfectly, straight up the roof. There was no shingle side offset. This roof would leak at the first rainstorm." I met with the roofing contractor at the job, without the client present, hoping to for some candor between us. The conversation with the roofing contractor went like this:

• DF: "Gee, this roof is not installed properly at all - your crew lined up all of the side joints rather than providing 1 1/2 to 2" of offset of these joints between shingle courses. This roof is going to leak. Or did you install ice and water shield under all of the shingles?"
• ROOFER: "This roof is installed EXACTLY according to industry specifications. There is NOTHING wrong with it."
• DF: "What about the side lap offset"
• ROOFER: "Side lap offset is NOT REQUIRED. That's bullshit" (Things were heating up.)
• DF: "So you've read the manufacturer's specifications and the wood shingle specs from the industry's Red Cedar and Hand Split Shake Bureau?"
• ROOFER: "Absolutely. These shingles are installed EXACTLY as the manufacturer says to put 'em on."

I walked over to a pile of wood shingle scraps and debris which the crew had swept up in the center of the client's courtyard. The crew were standing off in the shade watching with interest. Every bundle of wood shingles comes with a little piece of paper, usually identifying the manufacturer, the shingle source, and including a drawing of just how to put the shingles on the roof, including showing the required side-offset between shingle courses. We leaned down to the pile and pulled out one of these little pieces of paper that had the drawing intact and holding it we walked back to the roofing contractor.

• DF: "What about this drawing? It was packaged with every bundle of shingles. See the sketch and the lines marking the required side-lap offset?"
• ROOFER: "I'm outta here you jerk."

The high-paid roofing contractor and the crew got into their truck and left.

This was a $60,000. roofing job that actually had a NEGATIVE value since now, to put on a proper roof, the new roofer would first have to REMOVE all of the shingles that had just been applied, increasing the labor cost of the job.

How had my client chosen this particular contractor?

She did not call the better business bureau; she did not ask for references; she did not care about the price; she chose the roofing contractor who was immediately available so that she could "get it done and be finished with it".

See CHOOSING A ROOFING CONTRACTOR.

...

Frequently Asked Questions (FAQs) about about roofing contractors & roofing job problems

Question: Roof from Hell: after a roofing company installed a new roof it leaked badly. The roofer told me to contact my homeowners insurance company and file a claim but did nothing to fix the problems. Other roofers don't want to get involved. What now?

On or about September 2009 I had a new roof installed on my house in Queens, NY. The house had 3-4 layers of old roofs. I contracted J&B Home Improvements to install a brand new roof, which they did for the sum of $16,000.00. and was paid in full at the termination of the job.

However, the first big rain storm, March 2010 I had water falls coming down the interior walls of my house. I have water stains and ceiling stains and mold from this first episode of rain inside the house. I called Mr. Jeff Bershad, J&B Home Improvements but he would not come to see the damage and only told me to file a homeowners insurance claim. I have tried many times to contact Mr. Bershad as we have had so much rain this season and the interior of my house continue to get water damage. He disregarded all my contacts.

I finally hired a new contractor to install flashing/step flashing on my new roof, which cost me $400.00 and come to find out due to Mr. Bershad not installing flashing on the roofs that transition from the back and front porch to the main house, he basically left an open gap or black band all around the house that looked very unsightly and unfinished. He also did not install ice and water shields or drip edge as reported from the new contractor who I had to hire to stop the rainfalls.

The new contractor did install black flashing on the roof to prevent further water damage/waterfalls. However, at this point I am left with an incomplete/unfinished roof, with maybe more faulty issues.

I have filed a complaint with Consumer Affairs and that is in the works. However, I have had other contractors come to assess the roof and I have been told that the best thing to do is request that the new faulty roof be removed and start anew, due to the fact that the flashing, ice and water shield, drip edge all needed to be installed prior to the shingling was put down. Many of the new contractors have stated they do not want to take on this job/headache and have passed on the job. Between a rock and a rotten roof job,

Help! What can, should I do? Thank you for your attention. [Name witheld]

Reply: use a qualified expert to inspect, interview, review invoices, document the results in writing, and give the roofer one more chance before pursuing legal remedy

You did the right thing to start: you called the original contractor to tell him you had serious problems. In my OPINION it is a very poor contractor and actually a foolish one who won't return to the job site when the customer has a complaint. Refusing to even look at the work misses an opportunity to please the client, learn about mistakes, and protect or even improve one's reputation. Everyone makes mistakes. It's what we do about them that distinguishes the amateurs (or worse) from responsible professionals.

Hire an independent professional roof inspector: At this point you may best be served by hiring an independent and well qualified inspector (perhaps a senior home inspector with roofing background) to inspect the job, review your work invoices and payments, interview you and take a case history, and then write a well organized, photo-documented roof report that is unambiguous and compelling in its clarity. Where there are specific errors in the roofing job that violate proper roofing practices the report should cite authoritative references such as the roof shingle manufacturer's instructions or roofing details from ARMA (Asphalt Roofing Manufacturers' Association) or NRCA (National Roofing Contractors' Association).

Watch out: There are some construction contractors in every field may have vehement opinions expressed with great confidence, but they may be poorly informed, haven't read the instructions on the package, or sometimes just dead wrong. Other roofing contractors may be well qualified to tell you what errors or omissions they find in your roof job, but most are not English majors and not inclined to write adequate roof inspection reports. Similarly, many engineers, construction consultants, and home inspectors may be willing to inspect and report as I described, but may lack adequate experience and qualifications specifically for roofing. A home inspector or a home inspector working with an expert roofer, and one who can cite authoritative sources may be sufficient if s/he works with detail and care and is articulate in writing.

Obtain estimates for repair of the building interior and contents damage due to roof leaks. The work needed now is more than just a roof that doesn't leak. Water damage to the building and its contents need to be evaluated and addressed. If you really had water running down the building walls then wall cavities that have been wet will need to be opened, cleaned, and reinsulated.

Watch out: leaving water in modern building walls and ceilings for more than 48 hours creates a high risk of potentially very costly mold contamination and mold cleanup work would then be needed. Also, your insurance company may take issue with a damage claim if you did not take reasonable steps to protect the home and contents when you observed the leak problem. Leaving things wet for days would be an example of a big mistake.

Contact the original contractor again and give him/her a copy of the report and damage estimates along with your letter asking for satisfaction.

If the roofing contractor still won't respond properly or adequately, your recourse is with either a construction attorney and suit (and perhaps a final settlement), or with a construction arbitration hearing. The American Arbitration Association provides construction arbitrators in most cities in the U.S.

Contact your insurance company because you have had water damate and interior losses. At the very least, for purposes of a claim you will need a statement about what insurance is covering and what is omitted.

Roof from Hell - Follow-up Update

I have been meaning to get back to you with an update. Things seem to be going OK, I think. ( I have a mission/direction) Here is what I did since the last I spoke with you. As soon as I read your last email. I quickly fired off letters/complaint forms to: Consumer Affairs, GAF, BBB, Attorney General office, my homeowners Ins.co. and became a member to Angie's List. I then interviewed 5 different roof contractors and got professional advice and estimates referred from Angie's list.

While I had all these letters/complaints in the works with no assurance or relying on a good outcome, I had to proceed with the next step, which was to get a new roof as best I can relying on the wisdom, knowledge and compassion from these new contractors and knowledge and wisdom of my past experience.

Anyway, during this time, slowly but surely things got even worst, I noticed shingles, hip caps, nails flying off my roof during windy and stormy days, so the statement made by previous contractors regarding other faulty issues with the roof and their reluctance to take on the headache of a roof were probably valid, ( I had a feeling these contractors had seen or experienced this kind of crappy roof work before). I sent those loose shingles and hip caps to GAF for investigation.

As of this date what I can say: is that

• Consumer Affairs after many hearings has ruled in my favor and has ordered J&B Remodeling to pay me restitution of a new roof plus damages.
• GAF is still investigating and I hope that they will supply me with new shingles, and stand behind their product warranty etc. BBB is a joke and consumers should not waste their time nor rely in any way what this BS business has to offer which condones the thievery and outright butchering of innocent, hard working citizens.
• The Attorney General's office as well as Angies' list has been notified, and J&B can count on an F rating from me, for his unprofessional, unethical business tactics and shoddy workmanship.
• My homeowners insurance I hold in reserve, as filing a claim is a double edge sword, which can result in loosing your insurance all together and/or higher rates, as well, not being able to get H/O insurance until the issue is resolved fully anywhere else and then there is the fact that you are in essences paying for this shoddy roof job twice, maybe even three times when its all said and done, which makes J&B an accomplice in filing unscrupulous insurance claims, and thus letting J&B off the hook; getting paid for a lousy roof job. J&B has no business being in business, he has ruined my house, my home life, caused me unnecessary grief and heartache. I have not seen a penny from any of my efforts above, I can only hope that I will be blessed somewhere down the road.
• My new roof is scheduled to be installed in 2-3 week, we will finally find out what exactly was or wasn't done. So that is the latest I only hope the final ending to this nightmare is near over. Thanks for your support and checking in with me. I will continue to update.

Again thanks . A.S.

...

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This article may be printed as hard copy and redistributed at no charge, provided the web page source citation is provided. It cannot not sold. It cannot be reproduced electronically nor copied to other websites. The source citation is: InspectAPedia.com/roof/roofcont.htm Comments or corrections should be sent to Dan Friedman, or to the author jsrader@intergate.com

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• Handbook of Building Crafts in Conservation, Jack Bower, Ed., Van Nostrand Reinhold Company, NY 1981 ISBN 0-442-2135-3 Library of Congress Catalog Card Nr. 81-50643.
• Historic Preservation Technology: A Primer, Robert A. Young, Wiley (March 21, 2008) ISBN-10: 0471788368 ISBN-13: 978-0471788362
• Historic Slate Roofs : With How-to Info and Specifications, Tina Skinner (Ed), Schiffer Publishing, 2008, ISBN-10: 0764330012 , ISBN-13: 978-0764330018
• Low Slope Roofing, Manual of, 4th Ed., C.W. Griffin, Richard Fricklas, McGraw-Hill Professional; 4 edition, 2006, ISBN-10: 007145828X, ISBN-13: 978-0071458283
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  • Roof design fundamentals and flourishes, based on voluminous industry research and experience
  • New technologies and materials -- using them safely and correctly
  • Comprehensive coverage of all major roofing systems pecifications, inspection, and maintenance tools for roofing work
• Metal Roofing, an Illustrated Guide, R.A. Knowlton , [metal shingle roofs],
• Patio Roofs, how to build, Sunset Books
• Problems in Roofing Design, B. Harrison McCampbell, Butterworth Heineman, 1991 ISBN 0-7506-9162-X (available used)
• Roofing The Right Way, Steven Bolt, McGraw-Hill Professional; 3rd Ed (1996), ISBN-10: 0070066507, ISBN-13: 978-0070066502
• Slate Roofs, National Slate Association, 1926, reprinted 1977 by Vermont Structural Slate Co., Inc., Fair Haven, VT 05743, 802-265-4933/34. (We recommend this book if you can find it. It has gone in and out of print on occasion.)
• Roof Tiling & Slating, a Practical Guide, Kevin Taylor, Crowood Press (2008), ISBN 978-1847970237,
  If you have never fixed a roof tile or slate before but have wondered how to go about repairing or replacing them, then this is the book for you. Many of the technical books about roof tiling and slating are rather vague and conveniently ignore some of the trickier problems and how they can be resolved. In Roof Tiling and Slating, the author rejects this cautious approach. Kevin Taylor uses both his extensive knowledge of the trade and his ability to explain the subject in easily understandable terms, to demonstrate how to carry out the work safely to a high standard, using tried and tested methods. 
  This clay roof tile guide considers the various types of tiles, slates, and roofing materials on the market as well as their uses, how to estimate the required quantities, and where to buy them. It also discusses how to check and assess a roof and how to identify and rectify problems; describes how to efficiently "set out" roofs from small, simple jobs to larger and more complicated projects, thus making the work quicker, simpler, and neater; examines the correct and the incorrect ways of installing background materials such as underlay, battens, and valley liners; explains how to install interlocking tiles, plain tiles, and artificial and natural slates; covers both modern and traditional methods and skills, including cutting materials by hand without the assistance of power tools; and provides invaluable guidance on repairs and maintenance issues, and highlights common mistakes and how they can be avoided. The author, Kevin Taylor, works for the National Federation of Roofing Contractors as a technical manager presenting technical advice and providing education and training for young roofers.
• The Slate Roof Bible, Joseph Jenkins, www.jenkinsslate.com, 143 Forest Lane, PO Box 607, Grove City, PA 16127 - 866-641-7141 (We recommend this book).
• Slate Roofing in Canada (Studi4es in archaeology, architecture, and history),
• Smart Guide: Roofing: Step-by-Step Projects, Creative Homeowner (Ed), 2004, ISBN-10: 1580111491, ISBN-13: 978-1580111492
• Solar heating, radiative cooling and thermal movement: Their effects on built-up roofing (United States. National Bureau of Standards. Technical note), William C Cullen, Superintendent of Documents, U.S. Govt. Print. Off (1963), ASIN: B0007FTV2Q
• Tile Roofs of Alfred: A Clay Tradition in Alfred NY
• "Weather-Resistive Barriers [copy on file as /interiors/Weather_Resistant_Barriers_DOE.pdf ] - ", how to select and install housewrap and other types of weather resistive barriers, U.S. DOE
• Wood Shingle Roofs, Care and Maintenance of wood shingle and shake roofs (EC), Stanley S. Niemiec (out of print)
• ...