J.P. Hunter

On Friday, May **, 2015, *** ***, *** *** (from J.PHunter Co., Inc.), *** ***, *** *** (from ***) met at *** ***’s residence *** *** was present; *** *** was not *** supplied the new skylight and flashing kit We removed the
existing skylight in question and replaced it using the *** supplied unit Installation was completed by both J.PHunter and *** employees As per *** ***, J.PHunter Co., Inc., has been removed from the warranty issued by ***, who is now 100% responsible because it is a certified and warrantied skylight by ***. Very truly yours,*** ** ***
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Review: We hired JP Hunter to replace a skylight. Their roofer, [redacted], come to our home on December **, 2014 to replace an existing 30 x 30 skylight with a [redacted] skylight (serial number [redacted], something visible on a silver tag on the inside of the unit). After the installation he came inside to point out the new skylight unit did not meet the inside drywall like the previous unit had done. There was 3/4" gap between the unit and the drywall and he said that was normal since it was a different manufacturer's skylight. He said that we, the homeowners, might want to go and get some trim to cover it ourselves. Due to the cold weather, the skylight wasn't opened fully until Saturday, April **, 2015. When I turned the manual key several times the skylight pitched up and then moved down into the hole, with the skylight frame touching the drywall curb for the first time. It was obvious the skylight wasn't attached to the roof because the whole frame of the unit could be seen to be shifting up away from the curb attached to the roof. I could see the copper flashing on the sides of the skylight had moved up and away from the frame and the staples were now hanging (when they were previously attaching the flashing to the skylight). I took photos of the skylight in the various stages of movement and of the detached flashing. I called JP Hunter first thing on Monday, April [redacted]. I told the [redacted] the date of installation of the skylight and said the skylight was not attached to the roof and she sent [redacted] to come look at it that day. I was expecting him to acknowledge the obvious problem but he denied it and said that he had never seen anything like that before. He said he would take his own photos. He said he could come the next day and use some nails to put down the flashing. I wanted the manufacturer to come to inspect it under warranty because he insisted the fault was with the skylight. As I previously wrote, [redacted] skylights have a small silver tag on the inside of the unit that state the model and the serial number. [redacted] said he needed to go back to his workshop to get a special number and that he had to be the one to contact [redacted]. I knew where the serial number was and I was skeptical but he said the installer needed to contact the manufacturer. I called [redacted] two days later on Wednesday, April [redacted] and they said they had no contact with [redacted], JP Hunter and their system didn't have anything connected with our name or the unit's serial number. I called [redacted] on Friday, April [redacted] and they again said they had had no contact with JP Hunter or [redacted]. Right after that 2nd [redacted] call I then called JP Hunter and again asked [redacted] if I should set up the inspection with [redacted] myself since they hadn't heard from [redacted]. Then [redacted] left me a hurried voicemail that day, 4/**, saying that he had "found the number" (which was on the unit in plain view the whole time) and that he would arrange the inspection. On Monday, 4/** I called [redacted] first thing and they again had not heard from JP Hunter or [redacted] and their system had nothing connected with the serial number. I then emailed [redacted] at JP Hunter with my photos showing the movement of the skylight and the detached flashing and a synopsis of the situation and reminded her I hadn't had a response from them in writing or by phone. I then contacted [redacted] that afternoon on 4/** and requested an inspection of the unit and attached the same photos I had sent JP Hunter to an online form. A [redacted] service person called me on Thursday, 4/** to say based on the photos and the movement of the skylight that it appeared that the unit was not attached to the roof. He warned me for safety's sake not to touch the unit and scheduled his earliest available appointment on Tuesday, May [redacted]. I still had had no response from [redacted], the [redacted], or from [redacted]. After the inspection, the [redacted] inspector gave me a written report which included the following: "Skylight curb is not secured to the roof rafters as per [redacted] installation instructions. Skylight flashing does not appear to be sealed to the roof deck. Skylight is laying in opening, sitting on flashing. Due to improper installation the warranty on this skylight is void. Recommend removing skylight + shingles + replacing with new skylight." A third party said in writing the job was done incorrectly and the skylight had no warranty because of the incorrect installation. This is extremely serious. I expected JP Hunter to respond immediately after I had my brother email this report as a PDF to [redacted], the [redacted], on Tuesday 5/* and she confirmed receipt. On 5/* my brother asked to speak to an owner since the [redacted] had not previously addressed concerns. It is the end of the business day on May [redacted] and there has been no contact from JP Hunter with my brother or myself for two entire business days. I have not heard from [redacted] when he called and told me not to contact the manufacturer on 4/**. I am concerned that they will not respond to our concerns unless the Revdex.com gets involved. Thank you.Desired Settlement: They have not responded to several emails (see below dated 4/**/15) and many phone calls from myself and my brother. They are clearly not motivated to settle this professionally and responsibly. We can not keep the unit that was improperly installed because their incorrect installation voided the warranty. We need to hire a manufacturer approved installer to install a new unit properly and we need the $1600 we paid them in order to do that.

______________________________________________________________________________⇄ />
From: [redacted]om

To: [redacted] Subject: Gracewood Ct HB- [redacted] skylight FW: Required [redacted] Product Information for Service

Date: Mon, ** Apr 2015 11:52:03 -0400

Hello [redacted],

We had a 30 x 30 [redacted] skylight ([redacted]) installed on December **, 2015. It had only been opened beyond a 1/4 of an inch with the key manually until Saturday, April **, 2015. The whole skylight moved up and then shifted down to make contact with the curb (there was an initial gap on the inside). I called your JP Hunter office Monday, April **, 2015 and [redacted], the person supervising the job, came by to take a picture that day and said he needed a ticket from his office to contact [redacted].

I checked in with your office on Friday, April [redacted] because I had called [redacted] with the serial number wondering if they had a date for the inspection. Carlos got back to me that day saying he had the information he needed on that end and would get back to me. There is a form on the [redacted] website to set up an inspection (see email below sent to me from [redacted]), just wanted to confirm that it had already been submitted and that we don't need to as well.

We also wanted to make sure that you had the photos you needed on your end to show the flashing staples up and the movement of the skylight.

Thanks very much for your assistance, have a great day.

[redacted] and [redacted]

From: [redacted] To: [redacted]

CC: [redacted] Subject: Required [redacted] Product Information for Service

Date: Mon, ** Apr 2015 11:03:53 -0400

Thank you for choosing [redacted] Solutions. Our objective is to provide excellent support in a timely and efficient manner. Please click on the link below to access your Service Request form. Providing us with this information allows us to diagnose your problem and apply the most effective solution as quickly and efficiently as possible. If you have trouble completing the form then you may contact us using the information below.

Service Request Form link: [redacted]l

E-mail: [redacted]

Technical Service by Phone: ###-###-####

With kind regards,

[redacted] Solutions Customer Service

Business

Response:

On Friday, May **, 2015, [redacted] (from J.P. Hunter Co., Inc.), [redacted] (from [redacted]) met at [redacted]’s residence. [redacted] was present; [redacted] was not. [redacted] supplied the new skylight and flashing kit. We removed the existing skylight in question and replaced it using the [redacted] supplied unit. Installation was completed by both J.P. Hunter and [redacted] employees. As per [redacted], J.P. Hunter Co., Inc., has been removed from the warranty issued by [redacted], who is now 100% responsible because it is a certified and warrantied skylight by [redacted]. Very truly yours,[redacted]

Review: JP Hunter installed a new roof on Front Street Station in April/May of 2013, at which time it was installed without a ridge vent. From what I understand installation of a ridge vent is standard procedure in the industry today. Upon speaking to [redacted] a compromise was reached that if an attic fan was purchased his company would install it free of charge, instead of a ridge vent. The attic fan was purchased in May 2013. It was never installed. The office at Front Street Station is an attic office, which is sweltering with no ventilation or an attic fan to remove the heat, it is also detrimental to the new roof. Their is sensitive computer equipment in our office that is used to run our very expensive POS system. After the passing of Summer and no installation it was not so relevant to have it installed and it was also a very brutal Winter. As soon as the weather broke, approximately April [redacted] 2014 I started calling JP Hunter to get the attic fan installed. I have been calling from April *, 2014 through May **, 2014. I have made no less that 15 phone calls, leaving messages with most likely every employee. [redacted] never personally contacts me or returns me calls or emails; no less than 10 emails, and several [redacted] Posts, which were mysteriously removed! I even have an email from the compnay stating that "[redacted] says that the fan will be installed this Saturday" which would have been April [redacted]. On April [redacted], I waited all day. No show, no phone call, no email, no reschedule, no apology. This office, which is theonly place we have for our computer equipment and to work reached temperatures in excess of 120 degrees, and we have endured that all last Summer and I am not going to do so this SummerDesired Settlement: Optimum would be the installation of a ridge vent, at no additional cost, as it should have been done as part of the roof replacement. If that is not feasible I will settle for the immediate installation of the attic fan that is already on premise.

Business

Response:

The installation of a ridge vent was installed on May **, 2014. The [redacted] was present while the work was performed. Work is completed and the [redacted] is satisfied.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]Just to clarify the answer from business. An attic fan, not a ridge vent was installed on May [redacted] 2014. Although there is a difference, I received the result which I was seeking and am satisfied. Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,