12 ON YOUR SIDE: Viewer asks 12 for help with roof dispute - NBC12.com - Richmond, VA News

12 ON YOUR SIDE: Viewer asks 12 for help with roof dispute

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CHESTERFIELD, VA (WWBT) -

A woman paid $6,000 for a new roof — only to learn, nine years later, the roof on her home is not the one in the contract.

Denise Butler e-mailed 12 On Your Side's Diane Walker when it became apparent she needed help with this dispute.

Butler made persistent calls to the company about plants growing on her roof and found out she didn't get the roof she paid for back in 2003. She believes moss and algae are growing because they installed the wrong roof.

Cross Timbers Roofing says no, she has a quality roof on her home, just not the roof described in the contract.

"You can see little tiny pods on it. In the fall, there's a little white flower that comes on it," said Butler. 

Butler said it started as a blanket of yellow gunk on one side of the roof — it has now spread, blanketing more of her Brandermill home.

"I've got all these black streaks going down as well."

She believes inferior shingles allow fungus, algae, and moss to grow. Her practically new roof should not look like this, she said, after just nine years.

"This is America. When you go to purchase something, you should get exactly what you are paying for."

Cross Timbers Roofing's new owner sent her to GAF, the manufacturer.

GAF was so confused about the type of shingles installed on Butler's home, it made erroneous statements and wrote conflicting letters before finally identifying the roof as an Elk 40-year stain guard.

"I deserve a new roof. I ordered Timberline 40-year shingles and that's what I should get. I never even heard of Elk before."

The warranty department determined the problem is cosmetic and offered reimbursement for the cost of a roof cleaning — an investment Butler isn't willing to make, she said, because she never got what she paid for in the first place.

The new owner, Chuck Glady, said the company made a mistake but he thought the problem was solved.

"There was no defective shingle ever on her roof," said Glady. "The algae-resistant material applied to the shingle prematurely wore out.

"I know the previous owners of this company. They would not have willfully done this, trying to pull the wool over somebody's eyes."

The owner said, in Butler's neighborhood — shady Brandermill — her roof would have moss even if the correct shingles had been installed.

"The best thing to do to help this lady is to give her a brand new roof. So, with GAF and I, we're prepared to do that. What kind of roof will she get? She's going to get the one that was originally on the contract."

Butler may get a new roof next week.

Cross Timbers Roofing said, after all she's gone through, it's the right thing to do, even though they have no legal responsibility.

NBC12 interview with Cross Timbers Roofing owner

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