The Servpro Roof Failure Case File

Hi Mr Shepherd, I hope this message finds you well. I am writing to bring to your immediate attention a critical issue concerning my property at 229 Lakewood Dr. Just four years ago, I had my roof installed by ServePro when they rebuilt the entire house after a fire. Unfortunately, the roof is now literally falling off. This situation poses a significant safety hazard not only to my family but also to my neighbors and passersby. Given the relatively recent installation, I believe this may be a matter of non-compliance with building codes and standards. I would like to request a prompt inspection of my property to assess the situation and determine the necessary steps to rectify this issue. I am also seeking guidance on any legal actions or claims that may be applicable against the installer due to this premature failure. I have tried to contact Servpro in Newnan many times and they are unresponsive. Please let me know the earliest available time for an inspection and if there are any specific documents or information I should prepare beforehand. Thank you for your attention to this urgent matter. I look forward to your prompt response. Sincerely, Clint Phillips 470-641-2273

Good Afternoon, Thank you for reaching out about your concerns on permit that was pull during 2018. You will need to contact your builder about your warranty concerns being this is a civil issue between the parties. Sincerely, Kyle Shepherd Building Inspector City of Carrollton, Georgia

I just noticed this while cutting the grass. This is where the “Seek Now” kid was going up and down in the roof. I have been out of town but back now and ready to get some tree quotes. Thank you, CP

Engaged Fernando's Tree Service after issues with SeekNow and the assigned tree vendor. Itemized: tree removal from the house $2,500; disposal of the tree $500; total $3,000, paid directly. Tree removed Aug 13 so the adjuster could see the damage without the tree in the way. Competing quotes from Hernandez and Rodriguez totaled $3,500.

Hello, Thank you for speaking with me earlier. I am currently working on reviewing the claim documents submitted and will need additional documentation from you to move the claim forward. - Fernando's Tree Service contact information - Servpro warranty and Contact signed for your roof installation - Any documents you have for the prior work completed on your roof by Servpro Please let me know if you have questions Regards, Mariah L Cedars FL Adjuster's License #W674056 (866) 274-8765

Provides the requested contact and account references: Fernando's Tree Service (770) 597-9401, Servpro contact Brittany Walker (bwalker@wilpro22.com), Servpro invoice # 4967618, account # 4475070.

Progressive sends: (1) a copy of the repair estimate with a note that it was a pleasure working with you, (2) the photos from the inspections completed on the home, and (3) a copy of the policy.

Opens the warranty claim and identifies the crew from the 2018 rebuild: the main contractor Greg assigned to much of the work was a man named Michael, who led the roofing phase.

Hi Michelle, Mike stopped by on Monday and mentioned he would follow up by the end of the week. Just wanted to check in on that. And I didn't get his email address. Thank you for your help! Clint

Brian Wright was the estimator onsite. I was on vacation last week. Did you get the report from the Progressive inspection

When you stopped by the office you said you were awaiting the report from Progressive. I explained I needed that report. I have not received an estimate from anyone in regard to your home. However I need the insurance letter. As the roof was installed prior to August 2019.

Tell me exactly what you need from progressive. They determined it was improperly installed by you guys and the job wasn't finished until 2020. CP

The job file shows the job itself was completed prior to 2020. In January 2020 a check was issued to you for reimbursement of 500.00. The roof was phase one of the job and was completed in 2018. The job reflects the vendor was paid in full in August of 2019 so therefore the roof is older than 5 years. I need the summary report given to you from Progressive stating the issues with the roof.

Dear Michelle, Thank you for your response. However, there seems to be a significant misunderstanding regarding both the timeline and the root cause of the roof issues. The warranty coverage does not begin until the entire job is complete. As documented, the final payment to the vendor occurred in August 2019, therefore, the 5-year warranty period started in August 2019, not before. This aligns with standard industry practice and ensures the warranty covers the full scope of work. The claim, filed in July 2024, was well within this 5-year window. Moreover, the damage in question was apparent much earlier, and can be easily verified through satellite imagery or other means. Your own representative, Brian, immediately identified improper installation as the root cause when he assessed the issue. This points directly to a failure in workmanship from the start, and no amount of deflection can change that fact. It is concerning that a company paid $200,000 to complete this job is now attempting to evade its responsibilities. While I believe we can resolve this amicably without resorting to legal channels, I want to be clear that I will pursue all available options if necessary. However, I'm confident that with proper communication, we can resolve this matter without taking that step. Please find the attached report for your reference. I trust that Servpro will handle this promptly and professionally. Best regards, Clint

Mr Phillips, I didn't say anything about the plan to cover or not cover anything. I explained for us to process anything we needed reports. So the attached report states the roof had wind damage and was hit by a tree? They paid to fix those areas?

Mr Phillips in our meeting you indicated the roof had started leaking and you were told it was from improper installation. The report states the roof was found to have wind damage and was his by a tree causing damages. You did not disclose this information in our conversation so again I am asking you when did you note issues with the roof? Insurance would owe for wind damages and tree damages

I guess I don't understand the question. I talked to Brittany to start with at Servpro and the lady from Progressive on three way. Not trying to hide anything from you from the beginning. I sent you the progressive report. It clearly states that the roof was improperly installed and that's why they won't pay. The main issue at hand is the improper installation of the roof, which falls under Servpro's warranty. I'll just come by with all my documentation so we can get this worked out. Thank you, Clint

I have printed the file out you sent me. The operations Manager is in a meeting so I will address with them when the meeting is over. My question was when did leaking of roof start? It appears the adjuster noted wind damages and tree damages to the roof as well. Typically a roof would leak before five years so I was trying to confirm all information is all

Mr Phillips I met with our operations Manager today to discuss issues. He asked me to reach out to you to schedule a site inspection where he can meet you onsite to look at the roof. By what you dropped off and what is in the file we can't effectively determine liability so he would like to place eyes on it. The roof itself has been on more than 5 years and prior to July 2024 we never had any indication of a problem so this is why we want to look for ourself. Please advise when the best day and time is for Colby to stop by.

Hi Michelle, Hope you are well. I have been out of town but I'm back now. Please let me know when Colby can come by. Any day this week is fine. Thank you for your help with this issue. Clint

Full 2024 record forwarded to Rooftech Consulting for independent review. scott@rooftechconsulting.com bounced twice (address not found); delivery succeeded to scott@rooftechconsulting.org.