ComplaintsforOdyssey Home Remodeling, LLC

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello everyoneI made a first payment in November/2023. Good afternoon I hope this email finds you well. Thank you for Answering my email. I have some concerns regarding the ongoing issues with my roof in hopes of finding a resolution to this matter. I have encountered persistent problems with my roof, despite multiple attempts by the company(odyssey home remodeling in ********** to rectify them. Each time work is carried out, new issues arise, such as unsealed areas that have resulted in damage to my ceilings. Despite their attempts to address the problems, there have been continual leaks in the ceiling of the bedrooms, living rooms each time they worked on it. The roof was not nail with my neighbors roof which is attached to mind. This can cause leaks in the long run by not properly sealing and nailing the area. This has been a source of significant stress and discomfort for me. I am disappointed with the quality of work done by Odyssey Remodeling Company and would appreciate your guidance on how to proceed from here. I would appreciate your insights on the next steps to be taken in addressing these issues and ensuring that the roofing problems are resolved efficiently and effectively. Now I am encountering leaks in both of the rooms upstairs as well. This the 3rd time they come to work in my roof. I asked them why my roof was patched. Still no answer. I went in my roof and the patch was loose when I look . They have cut with a chain saw and patch it.I no longer feel comfortable having them work on my roof due to these persistent issues. I need some action to be taken by this company as I feel if they have done this to me, *** a single grandmother raising 3 kids on my own. I have asthma and one of the twins as well. We a breathing all this mold that is not healthy.Thank you for your attention to this matter, and I look forward to your guidance on how to proceed. Best regards,*******

  

  Business response

  07/10/2024

  Hello,

  ******* has had us out multiple times. Each time we came out, inbuilt gutter system was clogged with debris causing the water to pool on the roof and destroy the cap sheet of the roof. We removed debris from the gutters for free on three separate occasions and advised her each time to get the trees cut down that were hanging over the gutters. We also advised her that we do not do inbuilt gutter systems, and to get a professional gutter company to come out and fix her inbuilt gutters as they more likely than not have been damaged from the debris sitting in them. She never did. 

  We offered to not only replace the water damaged areas of the roof once the trees were removed, but also to do extra work and taper it more towards the gutter. Tapering is a process that builds up and pitches the roof slightly with insulation board or wood so the water drains to the gutter easier. This was not included in *******'s contract, and we did not charge the extra that should have been charged to do this - roughly $3000 of wood and labor for tapering, and over $2000 for the new flat roofing material alone without labor. ******* said that she could not cut the trees down so easily because she needed the permission of the village/city she lives in. We told her no problem we would wait, and to let us know if she needed help in the meantime. 

  ******* was having major water pooling issues on her roof about two months ago, and wanted us to come out sooner and see if we could start the process of tapering the roof even though the trees were not removed to see if it would help in the meantime. We came out, tapered the front half of the roof, told her we would also need to do the back in a few weeks, and she thanked us for being responsive and helping her. About two weeks later, major pooling started again on the section we just tapered. We went out immediately, and found out that she had got the trees cut down and the inbuilt gutter was clogged with debris and woodchips. We took the gutter apart, let the debris out, and then water tested it. The video below shows the result which is the water traveling down the roof and through the gutter without issue. The video below also shows that at the end of the gutter where the water comes to the ground (the downspout) not only is water coming out after we once again cleaned her gutters out for her, but woodchips are coming out as well. The first picture attached shows all the woodchips around the downspouts. ******* adamantly denies woodchips were in her gutters even after being shown this video. 

  Odyssey once again fixed this for her, and water tested extensively. During the water testing, water got into her upper bedroom. We showed ******* that her window frames had holes in them, and the water was getting in through the window. We offered to seal the window for her and recap it at no extra charge when we came back to do the back half of the tapering. We went back a second time to try and explain the window situation to her and put a hose spraying water on the roof above the window, and then put a hose spraying water on the window. When the hose was set to spray water on the window, water went inside. When the hose was on the roof above, it did not. We did this to show her that the water hitting the window will cause leaks through the window upstairs and cause damage to her first floor ceiling, because her frame on the outside had holes in it. We once again told her the holes in the window need to be fixed and we can do it for her for free. The second video link below shows the water testing done live. 

  ******* refused to let us fix her window, she also refused to let us come back and taper the second half (back half) of the roof. ******* became very hostile and rude, refused to listen to myself or the installers. ******* refused to acknowledge that her gutters overflowing and damaging the roof is not something that we are responsible for - even though we have went out every time and tried to help her, and incurred extra costs upwards of $5000 in material alone doing so that we have not charged her. ******* refused to accept that water was getting in her window frame, even after testing it in front of her and showing her the video. ******* also refuses to listen to us when we have told her that walking on her roof and lifting up cap sheet from a flat roof completely voids the warranty we provided her - flat roofing cap sheets need to adhere, messing with them will cause them not to adhere. Instead, ******* decided she knew what the problem was and sent us pictures and videos that have nothing to do with her issues. I have attached a picture above where ******* demanded that the "patch" over her inbuilt gutter was making the hole too small and clogging the gutter. She refused to listen to us when we told her that the patches were put there because her downspouts were damaged and letting water in to her soffit (through her own negligence) and the issue was debris clogging the gutters. The video below also shows the water going down the gutter hole with the "patches" on it perfectly fine after we cleaned out the debris. 

   

  This video below is the last time we went out when she had pooling and water seeping between her gutter and soffit. Once we cleaned the gutter out, as the video shows, there was no more pooling. Towards the end, it also shows ********* coming out of her downspout and woodchips all around the downspout that had come out as well.

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  This link below shows where the water is coming in the house from her window framing. In the video, you can see the massive holes in the window frame on the outside and the water testing process we did.

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  Odyssey will still honor their word to fix her window for free as well as taper the back section of the flat roof at no extra charge to ******* as she permits us to do this before the end of August. It is crucial do this before the end of the summer so it can be tested to make sure it solves the issues. Otherwise, any further service that ******* wants from Odyssey for issues due to her own negligence to maintain and fix her home will be treated as separate contractual agreements and billed normally.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                          

  Customer response

  07/12/2024

   
  Complaint: 21966021
  
  I am rejecting this response because:
  

   

   

  
  
  
  Thank you for replying to my email.
  
  Like Mr. ***** said his team came several times, because Ill gave then a change to finish the job and make the necessary corrections and every time you came over you made roof more damage. Again, never had any issues until they replace my roof.
  
  Mr. ***** keep bringing my gutters. I keep telling him the issue is not the gutter is they way they seal my roof.
  I have attached pictures of my old gutters before the tear down, to the gutter they replace that is causing the leakage.
  The sealing wasn't properly done. I have email several pictures about their work in my roof. Gutter patch improperly the downspouts was not replaced. There was no debris whatsoever in my gutters. I told the arborist to leave the wood chip in my front yard and they happen to be close to the gutter.
  
  The first crew that came over clogged my gutter with black sealing they torched in my roof. Which I show Mr. **** when he came over the first time. I mention to him that needs replacement and I still waiting for a new one. Somehow metal thing that cover the down spot was toss away..
  
  Now is a problem as they are not cover except one of them.
  
  This the 2nd crew they have work in my roof they were not the same one that installed it. The 2nd crew damage my roof when they used, and chain saw. They cut my roof with the chain saw in the 2nd floor. They also cut my roof in the 2nd floor but it was not patch. They made a hole line and patch down.  (Pictures attached )Which makes my roof in bad shape , because if it rains waters will come to as it was not seal properly. Which I have the text that I sent to Mr. ***** and **** asking them what happen in my roof why it was patch. No answer. I find out it was patch because I went up in y roof and inspect their work.
  
  My roof was never insulated as MR ***** is taking about. I have no such paperwork. I have asked numbers of times for my contract, what materials are going to be use the cost of material. Until this day no contract.  
  
  
  I have pictures of the material they used. The 2nd time they came around.  Yes, I text Mr. ********** to let them know they did a great job. It was a very hot day and I thanked him for having his crew over for being here in a very hot day. I also texted him that I will keep an eye on my roof . Some thing that were to happen I will keep him posted.
  
  Mr. ***** went along to tell me that they don't have to do the repairs that he is doing me a favor. I have problems with the roof and the work that it was done it needs to be fix in a timely matter because I am getting water in my house. What contract I keep asking for a copy of the contract and I never receive one . I sent an email to **************  asking for my contract  that I never sign. He never reply to my email . He never has call me to apologize of what's going on. He sent Mr. ***** and he is not pleasant about it. He tells why you have to sent an email to ************** why not call me. The same thing with Mr **** he said you can call me.  I said to him ************** is the owner he needs to know whats going on.
  
  To many people involved and I get no answers. I don't know why bringing tree , my trees has nothing to do with their job. The first crew did the roof while my trees were there. No an issues for them. Why now. The job need it to be completed. I said there will no more problems with leaves in my gutters for my benefit I call an arborist to cut the trees down. I call them about the water sitting in my roof. They came when they have time. When I text him he was catching a fly . Mr **** was out of town. When they sent **** from the 2nd crew . He sent pictures and said to them wood chips were in my gutters. I said to *************** why are you saying that there is not chip coming in . If they were they were distroyed my gutters. I was present with MR ***** Mr. ***** I ask him to come over and see . I text him and he sent one of his crew members Mr. ****** I want to make clear. Since my roof has being damaged I decided to go up and check and make pictures and videos. This to show them the work that is was done. Was done improperly. My gutters were never taken apart by his crew. That never happened. When Mr. **** came over and used my hose he let the waiter run down my front window in the bedroom and when he did that water was coming in. When I went in the roof that front was not seal properly and that the reason water was coming in. I have many days or rains and winds. Never an inch of water coming in my bedroom. Now water is coming in my 2nd floor bedroom. Which I text can Mr ***** and **** that front edge of my roof is coming apart. He yes I'll do it. Still not done. ************* the 2nd crew member and since he did it now water is coming in her room. My window is fine there is no problem. The problem is the roof.i don't want this company touching or fixing anything in my property. I have them many changes and every time. Their turn around was more damage into it. I was never rude to Mr ***** or his crew. He was to me in front of ************* and in the phone with Mr **** because I want to explain to him what I see in my roof and the problem and he didn't want to listen to me. He told ************* get out get out. And he he sent a text to me. He said i sugest you call me back right now. need to call me right now. I feel his text treating to me.
  Sincerely,
  
  *******************************

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