Wednesday, January 4, 2012

Reroof America Handles The Few Complaints They Have WIth Outstanding Customer Service

Reroof America Management, the parent company of Reroof America Contractors OK, Reroof America Corporation AZ, Reroof America LA, Reroof America IL, Reroof America MO, Reroof America MN, Reroof America CO, and Reroof America TX LLC suggests that all service companies will have some complaints… but the ultimate success of a roofing company lies in how complaints are handled.

Reroof America Management, the parent company of Reroof America Contractors understands that the complaint business is a billion dollar industry. Reroof America Contractors, who installs thousands of roofs every year, knows that properly handling customer complaints and concerns is a critical step in building a successful business. “Reroof America strives for perfection and total customer satisfaction, unfortunately sometimes we make mistakes; when this happens, our goal is to go above and beyond in order to turn a complaint or a problem in to an opportunity for improvement, and customer satisfaction” said Mark Lenzer, Vice President of Reroof America.

Reroof America Contractors lists some roofing complaints categories and how the situation can rectified creating a satisfied customers.

1. Leak Complaints: Reroof America is in the business of overhead protection from the elements (a fancy way to say roofing), however, some roofs are very complicated, and as highly trained and skilled as our installers are, sometimes leaks happen (do not believe any roofer who tells you they never have had a leak).

• When Reroof America has a leak, the goal is to stop the leak immediately. Typically a repair person is sent out either that same day or the following day. Sometimes a water test to find the exact location of the leak is performed, but the goal to determine the location of the leak and fix it, the right way, the first time out.

• Like most contractors, Reroof America’s warranty protects consumers from leaks. In fact, if a leak is due to a mistake in workmanship, Reroof America takes care of any interior damage in conjunction with their warranty. Furthermore, when a leak does happen, they don’t just fix it, they complete a full re-inspection of the entire roof.

2. Production Related Complaints: The construction process is noisy, dirty and sometimes causes interruptions in property owner’s daily ritual. Reroof America’s goal is to make this experience as hassle free as possible.

• “When a complaint arises about something during the construction process, 99% of the time it is due to poor communication between our Service Consultants and the property owner.” said Lenzer.

• The solution is usually to clarify the situation and if the crews or supervisor is at fault, Reroof America will correct the situation or replace the crew / supervisor. If it is another issue, such as noise, Reroof America will work with the homeowner to find the best alternative, with one goal in mind… a hassle free roofing experience.

3. Contractual Complaints: Contractual Complaints are when there is a dispute over what work is to be done on an individual job. Reroof America puts all work in writing in a “scope of work” contract. If for some reason, we an item that was on a contract is missed, Reroof America always will either compensate the property owner or completes the work. Again, this complaint usually is a result of poor communication. “Homeowners should always make sure they get everything in writing.” said Lenzer. “I’ve heard too many stories of broken promises that would never have been an issue if it was in writing.” Lenzer continued.

4. Sub Contractor Complaints: Most consumers never hear nor do they care (nor should they) about sub contractor complaints. In fact, Reroof America rarely has any issues with sub-contactors. Nevertheless, there is at least one disgruntled sub-contractor who has taken it upon himself to spread numerous falsehoods about Reroof America, but that should be of no concern to Reroof America customers.

• “Property owners have a contract with Reroof America, and should never worry about a rogue sub contractor” said Lenzer. He continued, “We pay our pre-screened sub contractors a pre-arranged amount on a weekly basis according to our sub contractor agreement… we have never not paid a sub contractor what they were owed, we could not have been in business for the past 33 years and complete thousands of roofs a year if we had.” Upon the completion of all work, and final payment it is Reroof America’s policy to issue a lien waiver upon the customer’s request.

Reroof America constantly strives for total customer satisfaction, and we truly believe that we are the property owner’s best and safest choice when it comes to selecting a contractor to work on their home. “As a truly professional organization, we know that there are many fly by night storm chasing contractors out there that are working out of the back of their truck. These contractors typically win business by being the cheap price leader. The problem is most of them are unlicensed, uninsured, and wont be around to handle any complaints or problems when they arise, and certainly can’t honor a warranty” Said Lenzer. Reroof America Contractors recommends consulting a professional roofing contractor for any roofing, siding or window needs, as a cheap repair or replacement cost usually results in poor quality, leading to potential roofing disasters.

Wednesday, December 28, 2011

Roofing Probems Can Be Worse In The Winter: Avoid Roof Leaks By...

Reroof America Management, the parent company of Reroof America Contractors OK, Reroof America Corporation AZ, Reroof America LA, Reroof America IL, Reroof America MO, Reroof America KC, Reroof America MN, Reroof America CO, and Reroof America TX LLC suggests the top 10 mistakes you can make that can ruin your roof.

In preparation for the winter and holiday season Reroof America Contractors, who installs thousands of roofs every year, knows how to make a quality roof instillation last. “Unfortunately many leaks are not due to poor workmanship, they can often be the result of negligence, poor maintenance, or sometimes by unfortunate acts by Mother Nature”, said Mark Lenzer, Vice President of Reroof America.

Reroof America lists the top ten winter roof problems / precautions as:

10. Christmas lights – Christmas lights fastened directly in to the roof’s surface is one of the most common mistakes home owners can make in reducing the life of their roof and allowing the potential for roof leaks.

9. Debris removal – During the fall… trees shed leaves and small branches fall. With wind storms larger branches can also get blown on to roofs. Keeping a clear roof service is a matter of proper roof maintenance. Left unattended, debris and foreign objects on the roof can cause leaking or more severe roofing problems.

8. Failure to seal – Most roofing manufacturers will recommend that temperatures be at least 50 degrees Fahrenheit in order for asphalt shingles to seal. Roofs installed below that are at risk to blow of and of wind driven rain and ice to get underneath them. There is no shortcut here… the only thing that is capable of properly sealing asphalt shingles is the sun and warmer temperatures.

7. Covered vents – Have you ever driven around and see homes with plastic bags over their turbine vents? This is a “no no”… the vents are there to remove moisture from the attic. Keeping that moisture in will cause problems and potentially leaks. The best action is to have ample insulation on the floor of the attic and let the ventilation allow air to flow freely through the attic.

6. Gutter overflow – During the fall… when the leaves fall they will fill your gutters. If the gutters are full ice, and snow are likely to cause even more problems. Once the majority of the leaves have fallen from your trees, you should have your gutters cleaned before the harsh winter weather comes (don’t wait until the spring).

5. Snowy attic – Snow in the attic is typically caused by inadequate intake ventilation… That is that the exhaust ventilation is not actively working because there is improper air flow (allowing blowing snow to enter through the exaust vents. Always hire a roofer who is knowledgeable in regards to ventilation calculations when reroofing your home to solve this before it happens.

4. Chimney snow drift – Larger chimneys and chimneys that are located near side or head walls, are particularly vulnerable to snow drifts. This leaves the possibility for snow drifts and ice dams (see #10 below). Many people forget to use proper ice and water protection around the chimney… we recommend it around all roof penetrations.

3. Inadequate chimney cap – The chimney cap is often overlooked when reroofing. Winter months bring blowing rain and snow. If the chimney cap is inadequate, leaks can occur around the cap. Most often temporary repairs are used… we always recommend right-sizing the chimney cap or adding a cover.

2. Snow shovels – Snow shovels are for the ground… not the roof. Sometimes we get requests to remove snow from roofs… it is our policy to decline… its too dangerous and can cause severe roof damage and more roof leaks.

1. Ice dams – Ice dams will happen over warm attic space near the outside wall of the house. If your house is not properly ventilated, and there is no ice and water shield installed, then a roof leak is likely. Most northern states have code requirements for ice and water shield at all the eaves. However, this is still a problem in southern states where there is periodic times with snow accumulation… and where ice and water shield is not required by code, so extra protection is usually passed up by the property owner for a cheaper price.

Reroof America recommends consulting a professional roofing contractor for any roofing problems, as the problems may not be exactly what you think. Often times homeowners’ cause more roof problems than they fix… but understandably with the right intentions.

Wednesday, November 2, 2011

Reroof America makes going green even easier... when reroofing consider the environment!

Reroof America has partnered with the green shingle program.  The program was developd by some of the leading insurance carriers...

You see... Insurance Carriers own the salvage rights from their insurance claims for roofs. They are now helping the planet by recycling their Asphalt Shingle salvage. Reroof America works with Green Shingle to safely recycle the shingles, turning them into environmentally friendly materials versus going into landfills. And the best thing is that the process doesn't cost you cost you anything and it’s a great way to GO GREEN and help our environment.

Directions For Home Owners:

  1. Verify if Green Shingle is in your area (Right now we are starting in the Kansas City Market and the Minneapolis, St. Paul areas). 
  2. Use a green shingle contractor like Reroof America to reroof your home. 
  3. Tell a friend about your contribution to planet earth!
How Recycling and Reroof America Helps:

  • Recycling Asphalt Shingles redirects TONS of waste-product from our-burdened landfills. (as one of the nations top storm and insurance replacement contractors... Reroof America makes a considerable contribution to this.)
  • Recycled shingles are used in the manufacturing of hot mix asphalt which is used to pave roads, driveways, and parking lots as well as other non-road use.
  • Asphalt Shingles actually make a stronger product (for roads etc) than standard asphalt because of the fibers used in shingle manufacturing.
Reroof America is already a member of the United States Green Building Council (USGBC) and a certified Green Roofer by GAF Materials Corp. (North America's Largest Roofing Manufacturer). 

Thursday, October 27, 2011

Reroof America… We do much more than roofing: What Can New Gutters Do For You?

Reroof America believes that a good rain flow system is important for your home protection and home value. 
If you home has gutters already installed and you have an insurance claim for wind or hail damage, the insurance adjuster is likely to find damage on the gutters too, causing a replacement need.   If you do not have gutters installed, it is always a good idea, and not as costly as you may think.  

That the main purpose of a rain gutter is to protect a building's foundation by channeling water away from the home… and in doing so, they also help to reduce erosion, prevent leaks in basements and crawlspaces, and protect painted surfaces (like fascia and window wraps) and siding by reducing exposure to water.

Commonly rain gutters are constructed from aluminum, painted steel or copper, but can be maid from a variety of materials, including cast iron, lead, zinc, galvanized steel, copper, plastic, concrete, stone, or even wood.

Several different types of gutters, known as profiles, are produced… a few examples:

Box Gutter

A box gutter is a deeper gutter, designed to handle higher water volumes, and can be concealed within the structure of the roof.  Often times box gutters are used in commercial (flat roof) buildings.


Cold forming technology exists to allow continuous gutters to be created, on site, in long individual lengths suitable to roof edge conditions, thereby reducing joints along the length of the gutter. These mostly joint free gutters are referred to as "seamless", and available in various shapes, sizes, and finishes.
Reroof America features seamless gutters and which means there are no joints to leak. Our gutters are custom-made on the premises to fit your home.  Typically, we install seamless gutters are installed with hidden hangers, which are fastened with screws.The finish on the materials is warranted not to blister, flake, chip, crack or peel for a period of twenty years.  As with all our installations, we warrant our workmanship to be free from defect for a period of five years.


Copper gutters can cost up to three or four times more than aluminum or steel gutter systems. Copper is a gorgeous metal that patinas to a rich green or brown (depending on whether you live in a coastal or inland location) and will give your new custom home undisputed bragging rights.

Gutter Protection

Clogged gutters can cause water leakage into the house as the water backs up. Clogged gutters can also lead to stagnant water build up which allows mosquitoes to breed and also allow grasses and weeds to grow in the gutter

Rain gutters can be equipped with gutter screens, louvers or solid hoods to allow water from the roof to flow through, while reducing passage of roof debris into the gutter.
There are many reasons why you should consider putting gutter protection on your house.
  • To eliminate costly damage to your home because of: clogged gutters, foot traffic, ladders, even mold and mildew.
  • Prevent foundation cracking or leaking, wet walls, flooding basements and crawl spaces, as well as sagging gutters.
  • Stop using your precious time on the dirty and dangerous work of climbing a ladder to clean debris from your home’s gutters.
  • Protect your gutters, landscaping windows, doors, fascia, soffit, siding and brick.
  • Safety - No more getting on old step ladders and climbing around on your roof to clean your gutters.
  • Preserve your home and add curb appeal.
So… when you provide Reroof America with the greatest honor of all… allowing us to re-roof your home, consider upgrading your gutters too.  Your home and foundation may thank you later.

Guttering Services Are Available At All Reroof America Locations, including Oklahoma.  

Friday, October 21, 2011

Fall Storm Season Brings Wind, Hail, Roofers, and Potential Problems

Insurance companies and roofing contractors like Reroof America know the drill... but are you ready? The annual storm season in the western part of the country often arrives in conjunction with a “second” storm season hitting the Midwest and Southeast and can cause major headaches for property owners. Many people across the country find that March through May are some of the most dangerous months of the year, as evidenced by total number of major storms and outbreak of tornados. However, aside from the hurricane danger in September; October and early November can be quite harrowing months for property owners, especially because the window to complete repairs before winter comes is much shorter.

These late year storms can cause more damage than you think to your roof and siding. When October storms hit, people tend to think less about them as there is not the national awareness as there is in the spring months. Typically the hail is a little softer in the fall, however, the hail and wind can be equally as damaging to the integrity of a roof or siding.
So far in 2011, there have been major wind and hail events in Texas, Oklahoma, Arkansas, Tennessee, Louisiana, Mississippi, Alabama and Florida. These recent fall storms are coming on the heals of major East coast damage from Hurricane Irene and a very active spring storm season earlier this year. As a result of these storms, there has been an increase in demand for building products and as such increased construction material costs on items such as asphalt roofing shingles.

In addition to construction material problems, property owners may have other difficulties in dealing with their insurance replacement work. Reroof America offers some tips for homeowners who experienced some of these late season storms:

1. Call your agent or insurance claim “hotline”… if you look on your insurance paperwork, there is usually a claim number.

-OR- If you are not sure if you have hail damage or not, you should call a reputable roofing contractor (your insurance may recommend on like Reroof America) to come out and do an initial damage assessment. This is important as some insurance premiums can be negatively affected by filing claims even if there was no damage.

2. If you have an approved claim, need an emergency repair or are certain that you have damage… contact a recommended and certified contractor. Make sure that they are registered and certified by the local and state agencies and carry plenty of general liability insurance.

3. Schedule the repairs… being this late in the year, most severe hail damage should be addressed before the heart of the winter arrives. This is especially important in areas where snow is on your roof for extended periods of time.

4. Do not pay up front… one of the most common scams by storm chasing contractors is taking payment up front and not completing the work.

5. Demand a complete system… when having your roof work completed after a storm, you will want to make sure that you have a complete protective roofing system installed. This will ensure that you have the most waterproof roof. We feature the GAF System Plus and GAF Golden Pledge Limited warranties.

So if you were one of the many unfortunate homeowners who experienced some hail, wind or other storm related damage to your home, you will probably want to have it checked out before the winter hits. Remember, a roof that is damaged may become worse and cause some major headaches over the winter if you don’t address the problems quickly. (but do take precautions in selecting your roofer and roof system)

Friday, October 14, 2011

What Is Under Your RoofWhat Is Under Your Roof???

As Reroof America is a full service contractor... I have been spending quite a bit of time in attics this week looking for roof leaks and otherwise diagnosing roofing problems.   A thought occurred to me that when most people think about roofing they think about what they see… usually shingles or some other type of roofing like wood shingles, slate, metal roofing or a composite roofing material (for residential homes).  While the roof covering is important, equally important is what is underneath the waterproofing materials (shingles and underlayment).  

First I thought I would describe why the roof deck is so important then the different kinds of residential roof decks that we see and why they work or don’t work. 

Purpose of The Roof Deck 

This is relatively simple, the deck must be strong enough to:

  1. Bear the weight of the waterproofing system above
  2. Hold the fasteners in place

These are two very important factors in roof system design.  The strength of the deck must be considered in conjunction with the joist spacing.  This will determine the type of roofing system, in terms of weight, that your home can have. In terms of the holding capability of the deck… the most common wood and OSB systems meet most manufacturer’s requirements. As for the fasteners… they should be long enough to penetrate through all layers of roofing materials and extend through the underside of the roof deck or penetrate at least ¾ inch into wood plank or board decks.  The only time we get in to potential trouble with deck fastener holding problems, is when the use of insulation board or some other type of decking is used (or attempted to).     

Common Types of Residential Roof Decks in North America:

1. OSB or Plywood:

The most common materials used for roof decks are plywood or oriented strand board (OSB). For plywood a minimum 15/32 thick or ½ inch nominal plywood for 16-inch rafter spacings and 5/8 inch nominal thickness for 24-inch rafter spacings. For OSB, a minimum 15/32 inch thick or ½ inch OSB for 16-inch rafter spacings.

Potential problems with OSB - stability because of the effects of moisture
Potential problems with pressure Treated or otherwise chemically treat wood decks – premature deterioration due to chemical reactions.

 2. Solid Board Decking & Spaced Decking:

In older homes (before circa 1990) many homes used 1x6 or more commonly 1x8 decking like the ones pictured below:

Potential problems can occur on these when the decking is separated by more than 3/8 of an inch.   Many local codes will require spaced decking with more than this space between boards, to be re-decked. 

Really old homes, built before 1950 probably have a tongue and groove pine decking and would have to be replaced with such. 

The decking under old wood roofs is typically a spaced decking.   Many homes in the Southwest and Midwest, that have composition over wood roofs, will have plywood or OSB installed directly over the spaced decking upon reroofing.

In some cases (as I have personally seen here in Oklahoma…) wood roofs have been roofed over with a new wood roof.  That’s right… two layers of wood roofs.   This is obviously not code.  

As you can see… the type of decking you have plays a critical role in the aesthetics and performance of your roof… and your home.   This is one of the reasons when ever we come out to inspect a roof we complete our inspection from the inside out.   If you hire a roofer who does not enter your attic to look at your decking before they provide you with an estimate… beware.  How can he know what to expect when they tear off the roof???   Avoid hidden and unforeseen costs with your roofing project by hiring a local reliable roofer like Reroof America.   

Monday, October 10, 2011

Roof Leaks... Why they hapen and how to prevent them

We (Reroof America) have been getting quite a few calls for roof leaks lately (not our jobs… but other contractors roofing jobs, or just old roofs that need some TLC)
So I thought I’d offer some ideas on common roof leaks. 
Roof leaks can be a real problem. They don’t go away on their own and they can be very difficult to diagnose

Water runs down hill… (gravity works)… However, horizontal home frame boards or other obstacles and cause a problem with the roof leak diagnosis.  A leak may actually be 10 feet horizontal from where you see the wet ceiling or find moisture in the attic.Finding the source of some leaks is relatively easy. Others will require extensive work and may require a water test which involves the use of water hose and a person in the home looking for the leak.  

The Field of Shingles
I have said before that typically the shingles themselves are usually not the source for leaks.   However, if roof is older, or you have damage from wind or hail the shingles may be the cause of the leak.  Usually this will be caused by cracks, tears, or holes where the granules have worn off over time, exposing the asphalt.  Asphalt will deteriorate over time when exposed to UV rays from the sun, allowing water to enter.  If you have a wood shingle, slate or other composite type roofing system, usually multiple layers of roofing  provides waterproofing protection... when these are damaged, leaks can occur.   With field leaks, usually spot repairs can be made, otherwise the slope or the entire roof may need to be replaced, depending on the damage or the problem. 
Chimneys are a primary source of many leaks.  They may contain as many as four different types of flashing. Small cracks or holes in the flashing may cause serious problems.  Some roofers will try and repair chimney leaks with caulk.  This is only a temporary repair and is not recommended.  Installing the flashing and counterflasing correctly is the only true solution. 
Valleys can be big problems if the shingles are not installed correctly. Clipping the corners of the valley shingle can result in tremendous leaks, as the water will travel horizontally at the valley.  If a valley is leaking, often times the only remedy is to tear out and re-install the valley, correctly.  
Wall Flashing
Some roof leaks happen at step flashings. You find these flashings where a roof climbs alongside a vertical wall or where the roof terminates at a vertical wall. Metal flashing must be in place to direct water streaming down the wall away from the stopping point of the shingles. This flashing may be behind wood siding or in front of a brick wall. Again, the use of caulk to fix leaks at wall flashing is not recommended. 
Vent Flashings
Many vent flashings incorporate a rubber seal with an aluminum flashing. The rubber can fail quickly and can be the source of a leak.  Additionally, the flashing should be properly fit in to the field shingles to assure proper water flow. Caulking is only a temporary repair here…
Ice Dams
Ice dam can occur when snow accumulates on the slanted roof of a house with inadequate insulation. Heat conducted through the insufficient insulation and warm air from the attic bypasses warms the roof and melts the snow on those areas of the roof that are above living spaces, but does not melt the snow on roof overhangs. Meltwater flows down the roof, under the blanket of snow, onto the eave and into the gutter, where colder conditions on the overhang cause it to re-freeze… Proper water proofing membranes (Ice & water shield) will help keeping the ice dam from causing a leak.
Non-Roof Leaks
Sometimes you think you have a roof leak when in reality, you roof is fine, and there are other factors causing water to enter your home.  A prime example is attic condensation that is typically caused by humidity. Often this humidity is caused by shower vents going directly in to the attic, or water heaters inside attics.  The key to limit condensation is proper ventilation (allowing all humidity to escape your attic).  Other sources of non roof leaks include cracked or broken chimney caps, siding and/or window leaks.  Again, a water test may be required to find out the true culprit of a leak.   
Each one of Reroof America’s offices have skilled managers that experts at diagnosing leaks. Call a Reroof America office near you… or go to our website to find your closest Reroof America location. 

We have offices in:

Glendale, AZ (Phoenix area)
Wheat Ridge, CO (Denver area)
Oklahoma (Tulsa and OKC)
Raytown, MO (KC area)
O’Fallon, MO (STL area)
Schaumburg, IL (Chicago area)
Bloomington, MN (Twin cities area)
Harahan, LA (SE Louisiana)