Bella Home Improvements

Complaint: [redacted] I am rejecting this response because: It took the company two months to look at my house, and a bee nest could very possibly have been created during that time The company also took photos as proof that they were at my home, however, no photos of a bees nest were given Also, the screen from the vent must have previously come off, allowing the bees to get in (if that is the case), proving that the installed vent was faulty My contract also shows that I have a workmanship warranty I believe the company should fix the damage to the interior of my home that was caused by their faulty vent cap and workmanship I finally got an email reply 9/saying Scott M had serious health issues which was why he hadn't responded, and said he would be out 'middle of next week' I got another email 9/saying 'Monday or Tuesday of next week guaranteed' I appreciate that they did not charge me to look at what aspect of their work failed, however I do believe that was their responsibility to begin with Sincerely, [redacted]

We responded to this customers complaint and have visited her home. Upon arriving at this customers home I personally went up on her roof and inspected the problem. The reason for her leak was they had a bee's nest inside this vent opening which held the vent flap in an open position
and allowed for rain water to blow into this vent, causing the leak. We DO NOT warranty against bee's nests. We DO NOT have any way of keeping bee's away from a customers home. It would have been their responsibility to view the issue at hand. If they took the initiative to look at this vent from outside they would have plainly seen the issue and could have easily removed the bee's nest and cure this issue.I would also like anyone reading this complaint to understand that the warranty this customer and many, many of our roofing customers have is with *** *** They have what is called the Star Sure Start Plus Warranty. Our company registers all of our Star jobs with *** to make sure the homeowners are properly covered for any warranty issuesLastly, due to the delay in us looking at this issues we DID NOT charge the customer for a service call. That saved them $The bee's nest was removed, the screen on the vent reinstalled and the problem should be resolved

We are writing today to clarify a few points that this customer has wrong.1.) The roof on Mrs*** home was installed in 2011. There were ZERO complaints from her regarding ANY issues with her roof. The fact is she never stated she even suspected having a leak in her
roof up until this past winter.2.) She stated that we left this metal flashing in question bent up as it currently is. That is not the case. If that were the case we would have received at least one call from her before she logged this complaint against us. Wind driven rain would have posed a problem and would have caused at least one leak in four years time. But, none were ever reported to us. Plus our installation crew would not have left this metal bent up as it currently is.3.) She also stated to us that she did in fact hire a second roofing company - one she refers to as a "Professional Roofer" to clear the snow piles from her roof during this past winter. The fact here is that it is IMPOSSIBLE to shovel a roof without causing some form of damage to the roof being shoveled. You cannot take a straight end on a shovel and drag it and push it over shingles as many times as needed to clear snow piles from a roof without causing contact between the shovel edge and the roof. The most probable cause of this metal flashing being bent was the "Professional Roofer" Mrs*** hired ended up catching the edge of this metal inadvertently bending it our of shape. Once she saw this metal bent and saw a leak had formed she attributed it to this metal flashing. If this is the case, the person who cleared her roof would be the one she should call back since he was the last one who worked on her roof. Not our company!4.) I explained to Mrs*** what my thoughts were and still are on this matter. I told her that the metal she is referring to is a "Siding" apron flashing and was installed during the installation of the siding. I never stated it was installed after our roof. That is just incorrect and a misunderstanding by the homeowner.5.) The warranty Mrs*** speaks of is a warranty offered by and back directly by the shingle manufacturer. *** *** holds the warranty this homeowner speaks of, not our company. That is the reason we directed her to CertainTeed. We came out to her home as a courtesy to her as well as CertainTeed to evaluate the situation and lend our professional opinion. Her continued complaint should be towards the company who holds her warranty. Which is simply not Bella Home Improvements LLC. The homeowner has a warranty certificate which was issued to her directly from CertainTeed clearly stating they will be responsible for both manufacturers defects as well as any suspected workmanship issues.Lastly, the basic fact is Mrs*** hired an outside company to clear snow from her roof. They would be the ones responsible to deal with the repair of this metal flashing, not our company. We completed her roof four years ago without one single complaint! Never a leak or any issue to speak of for that matter. The person who cleared her snow apparently does not want to stand behind their work so she is looking to put the blame and responsibility on someone else. Our final note on this is; we are reluctant to make this repair simply because we are not responsible for the damage to this metal flashing. Plus if we do work on this issue and it continues to be an issue for this customer we have put ourselves in a position of liability for this matter. We are not willing to put our company in this position

We have in fact mailed a check out to ** *** on Saturday 11/4/17. I would assume he should receive his refund check within a few days from this response. I told ** *** I would be mailing the check. I also explained to him that since I purchased a special order entry door
system, then had to return it since the contract was canceled it would take some time for us to be refunded. Once we were refunded we would send a check to him. As I stated his refund check went out on 11/4/

We are writing today to clarify a few points that this customer has wrong.1.) The roof on Mrs*** home was installed in 2011. There were ZERO complaints from her regarding ANY issues with her roof. The fact is she never stated she even suspected having a leak in her roof up
until this past winter.2.) She stated that we left this metal flashing in question bent up as it currently is. That is not the case. If that were the case we would have received at least one call from her before she logged this complaint against us. Wind driven rain would have posed a problem and would have caused at least one leak in four years time. But, none were ever reported to us. Plus our installation crew would not have left this metal bent up as it currently is.3.) She also stated to us that she did in fact hire a second roofing company - one she refers to as a "Professional Roofer" to clear the snow piles from her roof during this past winter. The fact here is that it is IMPOSSIBLE to shovel a roof without causing some form of damage to the roof being shoveled. You cannot take a straight end on a shovel and drag it and push it over shingles as many times as needed to clear snow piles from a roof without causing contact between the shovel edge and the roof. The most probable cause of this metal flashing being bent was the "Professional Roofer" Mrs*** hired ended up catching the edge of this metal inadvertently bending it our of shape. Once she saw this metal bent and saw a leak had formed she attributed it to this metal flashing. If this is the case, the person who cleared her roof would be the one she should call back since he was the last one who worked on her roof. Not our company!4.) I explained to Mrs*** what my thoughts were and still are on this matter. I told her that the metal she is referring to is a "Siding" apron flashing and was installed during the installation of the siding. I never stated it was installed after our roof. That is just incorrect and a misunderstanding by the homeowner.5.) The warranty Mrs*** speaks of is a warranty offered by and back directly by the shingle manufacturer. *** *** holds the warranty this homeowner speaks of, not our company. That is the reason we directed her to CertainTeed. We came out to her home as a courtesy to her as well as CertainTeed to evaluate the situation and lend our professional opinion. Her continued complaint should be towards the company who holds her warranty. Which is simply not Bella Home Improvements LLC. The homeowner has a warranty certificate which was issued to her directly from CertainTeed clearly stating they will be responsible for both manufacturers defects as well as any suspected workmanship issues.Lastly, the basic fact is Mrs*** hired an outside company to clear snow from her roof. They would be the ones responsible to deal with the repair of this metal flashing, not our company. We completed her roof four years ago without one single complaint! Never a leak or any issue to speak of for that matter. The person who cleared her snow apparently does not want to stand behind their work so she is looking to put the blame and responsibility on someone else. Our final note on this is; we are reluctant to make this repair simply because we are not responsible for the damage to this metal flashing. Plus if we do work on this issue and it continues to be an issue for this customer we have put ourselves in a position of liability for this matter. We are not willing to put our company in this position

Complaint: [redacted]
I am rejecting this response because: The check, according to Bella, was sent to me on Saturday, November 4, 2017 and today is Friday, November 10, 2017. My mail has already come to me today and I still do not have the check. This is the pattern that is consistent with my experience with Bella--delays and broken promises. In the response sent by Bella, there was no mention of a check number or method of delivery.
Sincerely,
[redacted]

We responded to this customers complaint and have visited her home.  Upon arriving at this customers home I personally went up on her roof and inspected the problem.  The reason for her leak was they had a bee's nest inside this vent opening which held the vent flap in an open position and...

allowed for rain water to blow into this vent, causing the leak.  We DO NOT warranty against bee's nests.  We DO NOT have any way of keeping bee's away from a customers home.  It would have been their responsibility to view the issue at hand.  If they took the initiative to look at this vent from outside they would have plainly seen the issue and could have easily removed the bee's nest and cure this issue.I would also like anyone reading this complaint to understand that the warranty this customer and many, many of our roofing customers have is with [redacted] They have what is called the 5 Star Sure Start Plus Warranty.  Our company registers all of our 5 Star jobs with [redacted] to make sure the homeowners are properly covered for any warranty issues.Lastly, due to the delay in us looking at this issues we DID NOT charge the customer for a service call.  That saved them $200.00.The bee's nest was removed, the screen on the vent reinstalled and the problem should be resolved.

I am writing today to respond to the complaint from [redacted] at [redacted].  We have responded to Mr. [redacted] and have inspected the entire job done by our company.  We have found that some of Mr. [redacted] complaints are unfounded and mistaken.  One of his...

complaints we feel is a manufacturer issue, not our issue.  This issue has been reported to the shingle manufacturer, we are awaiting their response to this matter.One of his complaints was he thoughts he saw nail heads spaced every 6" at the ridge of his house, on the front and back.  He is confusing the notches in his ridgevent to be "Shiny spots" or nail heads when in fact they are opening in the ridgevent to allow water to run off of the ridgevent and not into his home.  He sees them as shiny spots because the sun shines through these holes and presents itself as shiny areas.  Nothing wrong there.Another complaint by Mr. [redacted] is the amount of the overhang we have on our shingles at the edges of his roof.  He states "his neighbors houses are cut even to the metal" - the fact is the shingles are supposed to hang over the edging of the roof by approximately 1/2" to protect the edges from wind driven rain and snow.  Again, nothing wrong here.  Mr. [redacted] should not be comparing his roof to others since the others may not be installed properly.He also complained about the edges of the roof are not cut perfectly straight.  This is strictly a cosmetic item, not a performance issue at all!  These areas are cut by hand and are impossible to cut perfectly straight.  We will pay special attention to this concern of his when the roof evaluation is completed by the shingle manufacturer.  We believe this roof will be replaced under its warranty by the manufacturer.

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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  It took the company two months to look at my house, and a bee nest could very possibly have been created during that time.  The company also took photos as proof that they were at my home, however, no photos of a bees nest were given.  Also, the screen from the vent must have previously come off, allowing the bees to get in (if that is the case), proving that the installed vent was faulty.  My contract also shows that I have a workmanship warranty.  I believe the company should fix the damage to the interior of my home that was caused by their faulty vent cap and workmanship.  I finally got an email reply 9/2 saying Scott M had serious health issues which was why he hadn't responded, and said he would be out 'middle of next week'.  I got another email 9/9 saying 'Monday or Tuesday of next week.  guaranteed'.  I appreciate that they did not charge me to look at what aspect of their work failed, however I do believe that was their responsibility to begin with.  
Sincerely,
[redacted]

Review: Bella installed my roof shingle in this January. Over a period of 6 months, shingles crack at the edge of roof and some shingles do not line up evenly at the edge of roof due to unknown reason. My shingle is still under workmanship warranty. I contacted the owner twice via email early this month, finally I got hold of him after sending 2 emails. The owner promised to set up a time to check thing out, but two weeks has passed, no call/email from him to confirm the date. I sent him email again two days ago, but in vain - no reply at all. I got fed up with its customer service. When collecting payment, he was fast. After money being collected, he is slow in honoring warranty.Desired Settlement: Fix the problems related to workmanship and shingle quality.

Business

Response:

I am writing today to respond to the complaint from [redacted] at [redacted]. We have responded to Mr. [redacted] and have inspected the entire job done by our company. We have found that some of Mr. [redacted] complaints are unfounded and mistaken. One of his complaints we feel is a manufacturer issue, not our issue. This issue has been reported to the shingle manufacturer, we are awaiting their response to this matter.One of his complaints was he thoughts he saw nail heads spaced every 6" at the ridge of his house, on the front and back. He is confusing the notches in his ridgevent to be "Shiny spots" or nail heads when in fact they are opening in the ridgevent to allow water to run off of the ridgevent and not into his home. He sees them as shiny spots because the sun shines through these holes and presents itself as shiny areas. Nothing wrong there.Another complaint by Mr. [redacted] is the amount of the overhang we have on our shingles at the edges of his roof. He states "his neighbors houses are cut even to the metal" - the fact is the shingles are supposed to hang over the edging of the roof by approximately 1/2" to protect the edges from wind driven rain and snow. Again, nothing wrong here. Mr. [redacted] should not be comparing his roof to others since the others may not be installed properly.He also complained about the edges of the roof are not cut perfectly straight. This is strictly a cosmetic item, not a performance issue at all! These areas are cut by hand and are impossible to cut perfectly straight. We will pay special attention to this concern of his when the roof evaluation is completed by the shingle manufacturer. We believe this roof will be replaced under its warranty by the manufacturer.

Review: Bella Home Improvement replaced the roof on our house in 2011 and provided a warranty. This past winter we had some water stains appear on the kitchen ceiling, in the area where the back porch is attached.

In February I contacted Scott M[redacted] of Bella Home Improvement to inspect and repair the roof to prevent future water damage. I'm not sure all of what needs to be done to address the issue, but the flashing between the house and the porch roof is clearly lifted and needs fixed.

Scott has not addressed the issue. Initially he has given numerous excuses for delays in coming to inspect the issue. Once he finally came by, he looked at the roof from the back yard and said that it wasn't his issue and told me to file a claim with the shingle manufacturer. I thought I was getting the run-around at the time, but did as he instructed. In response to the claim filed with Certainteed, Bella has claimed that the flashing was put on after the roof by the siding installer, which is not the case as the siding was installed many years before the roof and has not been worked on since. He also claimed that the roof was damaged by removing ice dams, which is also not correct. At the time of the water damage, we did hire a professional roofer to shovel the porch roof in order to reduce the amount of damage. Ice dams were not a problem on the unheated porch, and in any case would be on the other side of the roof from where leak was.

Bella is clearly coming up with any and every excuse to avoid addressing the issue with the roof leak.Desired Settlement: We would like Bella Home Improvement to honor their warranty by repairing the flashing and resolving any other issues with the roof to prevent future leaks.

Business

Response:

We are writing today to clarify a few points that this customer has wrong.1.) The roof on Mrs. [redacted] home was installed in 2011. There were ZERO complaints from her regarding ANY issues with her roof. The fact is she never stated she even suspected having a leak in her roof up until this past winter.2.) She stated that we left this metal flashing in question bent up as it currently is. That is not the case. If that were the case we would have received at least one call from her before she logged this complaint against us. Wind driven rain would have posed a problem and would have caused at least one leak in four years time. But, none were ever reported to us. Plus our installation crew would not have left this metal bent up as it currently is.3.) She also stated to us that she did in fact hire a second roofing company - one she refers to as a "Professional Roofer" to clear the snow piles from her roof during this past winter. The fact here is that it is IMPOSSIBLE to shovel a roof without causing some form of damage to the roof being shoveled. You cannot take a straight end on a shovel and drag it and push it over shingles as many times as needed to clear snow piles from a roof without causing contact between the shovel edge and the roof. The most probable cause of this metal flashing being bent was the "Professional Roofer" Mrs. [redacted] hired ended up catching the edge of this metal inadvertently bending it our of shape. Once she saw this metal bent and saw a leak had formed she attributed it to this metal flashing. If this is the case, the person who cleared her roof would be the one she should call back since he was the last one who worked on her roof. Not our company!4.) I explained to Mrs. [redacted] what my thoughts were and still are on this matter. I told her that the metal she is referring to is a "Siding" apron flashing and was installed during the installation of the siding. I never stated it was installed after our roof. That is just incorrect and a misunderstanding by the homeowner.5.) The warranty Mrs. [redacted] speaks of is a warranty offered by and back directly by the shingle manufacturer. [redacted] holds the warranty this homeowner speaks of, not our company. That is the reason we directed her to CertainTeed. We came out to her home as a courtesy to her as well as CertainTeed to evaluate the situation and lend our professional opinion. Her continued complaint should be towards the company who holds her warranty. Which is simply not Bella Home Improvements LLC. The homeowner has a warranty certificate which was issued to her directly from CertainTeed clearly stating they will be responsible for both manufacturers defects as well as any suspected workmanship issues.Lastly, the basic fact is Mrs. [redacted] hired an outside company to clear snow from her roof. They would be the ones responsible to deal with the repair of this metal flashing, not our company. We completed her roof four years ago without one single complaint! Never a leak or any issue to speak of for that matter. The person who cleared her snow apparently does not want to stand behind their work so she is looking to put the blame and responsibility on someone else. Our final note on this is; we are reluctant to make this repair simply because we are not responsible for the damage to this metal flashing. Plus if we do work on this issue and it continues to be an issue for this customer we have put ourselves in a position of liability for this matter. We are not willing to put our company in this position.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,