Skip to content (Door-knocked)
After a hailstorm, we came across a home with an older roof that looked like it needed some attention. We performed a thorough inspection and found that the roof not only needed to be replaced due to significant granule loss and exposed fiberglass, but also because of hail damage to the shingles and soft metals.
We advised the homeowners to file an insurance claim and let them know we would work directly with their insurance company and help them throughout the entire process. Within a month of filing the claim, we were able to get their roof approved. Soon after, we replaced their roof with Duration Williamsburg Gray shingles
This home had cathedral ceilings, so there was no attic for us to inspect. Because of that, we couldn’t see the condition of the roof decking during our initial inspection, which is something we always check whenever an attic is accessible. During the installation, our crew discovered some mold on the decking and replaced the damaged areas. Unfortunately, they did not realize the extent of the issue and continued with the installation.
The previous roof had thinner shingles and traditional tar paper, which is more breathable than synthetic roofing underlayment. The existing mold, combined with the lack of ventilation due to the home’s design, the thicker shingles, and the less breathable synthetic underlayment, created the perfect conditions for the mold to spread quickly.
The homeowners contacted us shortly after the mold started to appear. They were understandably upset and disappointed.
After the 1st Install:
We explained that we should have re-assessed the ventilation when the mold was first discovered and that we should have communicated to them about our findings. We took full responsibility for the issue and promised our customers that we would take care of the problem, and we did.
We removed the entire roof, replaced all of the affected decking, added an ASV system (Above Sheathing Ventilation) as well as deck air vents on the eaves to allow for additional airflow, and installed the same color of shingles since that’s what our customers wanted.
Before the second replacement took place, the homeowners decided to take advantage of the opportunity and add an additional layer of rigid foam insulation panels since the roof had to be opened up once again. This was the only out-of-pocket cost our customers had during the second replacement.
Although this was a significant expense for our company, we knew it was the right thing to do.
In the end, our customers were very happy with the outcome and appreciated that we took care of them the right way. While this wasn’t how any of us expected the project to go, they were grateful that we stood behind our work, took responsibility for the mistake, and did what was necessary to make things right. Being able to earn back their trust and leave them with a roof they could feel confident in for years to come made it all worth it.
