The Servpro Roof Failure Case File

The roof today

View all 15 documented photos with integrity hashes

Property

229 Lakewood Dr, Carrollton, GA 30117

Homeowner

Clint Phillips

Installer

Servpro of Newnan (Wilpro Enterprises)

Claim number

1393303-241115 (Progressive / American Strategic Insurance)

Job value

$224,000 whole-house rebuild after a fire (permit valuation); roof was phase one

Permit year

Permit 20180234, issued Aug 27, 2018; final inspection passed May 29, 2019

Servpro of Newnan, operating as Wilpro Enterprises, installed a new roof at 229 Lakewood Dr in late 2018 as phase one of a $224,000 fire rebuild under City of Carrollton permit 20180234 (issued August 27, 2018; final inspection passed May 29, 2019). By July 2024 the roof was visibly failing. A storm and tree strike triggered Progressive claim 1393303-241115. Progressive inspected, paid only the wind and tree portion ($5,239.07 net), and stated in its August 21, 2024 coverage letter that its investigation found damages not covered because 'the policy does not cover for improper installation of your roof.' Servpro has declined warranty coverage, arguing the roof was completed in 2018, the vendor was paid in full in August 2019, and the roof is therefore older than five years. The homeowner's position is that the warranty runs from completion of the whole job (final payment August 2019, reimbursement check January 2020), that the July 2024 claim falls inside the five-year window, and that both Progressive's report and Servpro's own on-site estimator identified improper installation as the root cause.

Timeline

1. Mar 6, 2018

   House fire

   Fire damages the home. National General Lender Services claim L18003950 is opened; independent adjuster Michael Pleasant's estimate of April 26, 2018 prices the rebuild at $194,729 replacement cost.

   Source: National General estimate PHILLIPS_CLINTON2, Apr 26 2018 (permit file)

2. Aug 27, 2018

   City of Carrollton issues building permit 20180234 to Wilpro

   Residential building permit 20180234 issued to contractor WILPRO ENTERPRISES-SERVPRO (10 East Gordon Rd, Newnan; state license RBQA002039) at a declared valuation of $224,000. Greg Marshall signs the application for Wilpro; the contractor signature is dated August 30, 2018. Work, including the roof, starts after this date.

   Source: City of Carrollton permit file, obtained Jul 2026

3. Fall 2018

   Rebuild in progress; roof phase installed

   Electrical permit issued October 10, 2018 (G&H Electrical); rough electrical inspection approved October 11, 2018; insulation cover-up inspection approved as noted November 26, 2018. The roof phase is installed during this period. The crew was assigned by Greg Marshall and led by a contractor named Michael.

   Source: City of Carrollton inspection records; Servpro job file per Michelle George email, Sep 4 2024

4. May 29, 2019

   Final inspection passed

   City of Carrollton final inspection: building and electrical approved (inspector Herman Bryant), with notes that door trim and floors still needed fixing. Georgia Power permanent reconnect had been approved March 6, 2019. This is the documented substantial-completion date for the permitted job.

   Source: City of Carrollton notice of inspection, May 29 2019 (permit file)

5. August 2019

   Roofing vendor paid in full

   Per Servpro's job file, the roofing vendor received final payment in August 2019. The homeowner's position is that the five-year warranty clock starts no earlier than this date.

   Source: Michelle George email, Sep 4 2024

6. January 2020

   Servpro issues $500 reimbursement check

   Servpro issued a $500.00 reimbursement check to the homeowner, evidence that the job was still being closed out into 2020 despite Servpro's claim that work completed prior to 2020.

   Source: Michelle George email, Sep 4 2024

7. July 2024

   Storm and tree strike; roof visibly failing

   A storm drops a tree on the house and knocks out power and internet. Shingles are coming off across the roof. Progressive claim 1393303-241115 is opened. Surge damage claimed to dishwasher, air conditioner, garage door opener, and five smoke alarms.

   Source: Claim correspondence, Jul-Aug 2024

8. Jul 19, 2024

   City of Carrollton declines to intervene

   Building Inspector Kyle Shepherd confirms the 2018 permit but says warranty concerns are a civil issue between the parties and directs the homeowner to the builder.

   Source: Kyle Shepherd email, Jul 19 2024

9. Aug 13, 2024

   Tree removed; 'whole roof appears to be coming off'

   Fernando's Tree Service removes the tree ($2,500 removal plus $500 disposal, $3,000 paid directly by homeowner; competing quotes totaled $3,500). Homeowner reports to Progressive that the whole roof appears to be coming off where the SeekNow inspector walked it.

   Source: Emails to Progressive, Aug 13-15 2024

10. Aug 16, 2024

    Progressive requests Servpro warranty documents; subrogation discussed

    Adjuster Mariah Cedars requests Fernando's contact information, the Servpro warranty and signed contract, and prior Servpro work documents, with subrogation against Servpro under discussion for the improperly installed shingles. (Progressive's July 20, 2026 records response later confirmed no formal subrogation demand was ultimately pursued, because the amounts Progressive actually paid were attributed to the covered wind event.)

    Source: Mariah Cedars email Aug 16 2024; subrogation thread Aug 16-17 2024

11. Aug 21, 2024

    Progressive coverage letter: 'improper installation of your roof' not covered

    Progressive issues its payment letter and repair estimate. The investigation found windblown shingles and water intrusion through the roof into the kitchen, living room, and master bedroom. Under 'damages that are not covered' the letter states: 'The policy does not cover for improper installation of your roof.' Payment covers only the wind and tree portion: $4,839.07 to the homeowner plus $400 to SeekNow for tarping, against a $7,917.06 replacement-cost estimate less a $2,500 deductible. The estimate's roofing category totals just $627.56 (about two squares of shingles under the tarps); tree removal accounts for $3,000 of the payment. The bulk of the roof was left to the homeowner because its failure was attributed to installation, not wind.

    Source: Progressive payment letter and estimate, Aug 21 2024 (exhibit on file)

12. Aug 23, 2024

    Progressive issues estimate, photos, and policy documents

    Progressive sends the repair estimate, inspection photos, and policy copy. The homeowner opens the warranty claim with Michelle George at Wilpro the same day, including background on the installation crew.

    Source: Progressive emails Aug 23 2024; warranty thread

13. Sep 4, 2024

    Core dispute exchange with Servpro

    Ten emails in one day. Homeowner: warranty runs from job completion (Aug 2019 payment, Jan 2020 check), claim filed July 2024 is inside five years, Progressive's report and Servpro's own estimator Brian Wright identify improper installation. Servpro (Michelle George): job file shows roof completed 2018, roof is older than five years, the report shows wind and tree damage that insurance paid, and asks when leaking started.

    Source: Warranty dispute thread, Sep 4 2024

14. Sep 9, 2024

    Servpro requests site inspection by Colby

    After meeting with the operations manager, Michelle George writes that Servpro cannot effectively determine liability from documents alone and asks to schedule a site visit by Colby.

    Source: Michelle George email, Sep 9 2024

15. Oct 15, 2024

    Homeowner offers any day for inspection; trail goes quiet

    Homeowner returns from travel and offers any day that week for Colby's visit. No recorded response follows. On Oct 1 the full thread had been forwarded to attorney Howard (lawyerhoward78@gmail.com).

    Source: Emails Oct 1 and Oct 15, 2024

16. Apr 4, 2026

    Dispute revived; forwarded to Rooftech Consulting

    Homeowner forwards the entire record to Scott at Rooftech Consulting and Serena Kisner. The .com address bounced twice; scott@rooftechconsulting.org accepted delivery.

    Source: Forwards and bounce notices, Apr 4 2026

17. Jul 19, 2026

    City permit file obtained

    Building Inspector Kyle Shepherd provides the complete 38-page permit file for permit 20180234: issued August 27, 2018 to Wilpro Enterprises-Servpro at a $224,000 valuation on an application signed by Greg Marshall, with the final inspection passed May 29, 2019. Establishes the documented substantial-completion date.

    Source: Kyle Shepherd email, Jul 19 2026; permit file exhibit

18. Jul 20, 2026

    Progressive answers the records request

    Adjuster Mariah Cedars resends the August 21, 2024 payment letter and repair estimate plus the inspection photos and SeekNow report, declines to release further work product, and confirms in writing that no formal subrogation demand was pursued because the amounts Progressive paid were attributed to the covered wind event. The payment letter itself, now on file, states the policy 'does not cover for improper installation of your roof.'

    Source: Mariah Cedars emails, Jul 20 2026

19. Jul 23, 2026

    Right to Repair notice mailed to Wilpro's CEO

    Formal notice of construction defect claim under the Georgia Right to Repair Act, O.C.G.A. 8-2-35 et seq., mailed by certified mail to Ricky Wilson, CEO and registered agent of Wilpro Enterprises, Inc., at 14861 Veterans Memorial Hwy, Villa Rica. USPS tracking 9589 0710 5270 3518 1481 93. Under O.C.G.A. 8-2-38 the company has 30 days from receipt to inspect, offer a remedy, offer settlement, or dispute the claim.

    Source: Certified mail receipt, Jul 23 2026 (exhibit on file)

Parties