Brennan Enterprises

Complaint: ***
I am rejecting this response because: Was to see how to transfer the warranty we were told the warranty was transferable and they had to figure out what company actually produced the sidingThen we were told the company went out of business and we didn't even have a warranty but they would replace it for a costSo yes in fact we are victims of a bait-and-switch when Brennan sits at our table and tells us that they stand behind their product and then and 1/years later tells it's not their product and it's not their problemIf they were the company they claim they are they would be out here fixing the issue with no questions asked

The company has begun responding to my initial email, but continues to misrepresent some of the facts:AFrank contacted the electric company regarding meter reattachmentHe did not contact the telecommunications companyThat was done by us, the home owner.BThe single largest issue was the fact that the crew broke the telecommunications boxIF the cable company and the electric company had been contacted in advance (which is what I assumed would happen when I contracted with this company), then subsequent frustrations would have been limited.CSiding was installed incorrectly above my front doorIt took days before I got a walk throughThen I had to schedule an additional time for the contractor to come out and repair/fix those issues.DI paid the company, in full, as that is what my contract statedIf I
had attempted to pay less than the contracted amount, then I would have
given the company cause to file a mechanics lien on my property until
the dispute was settledSince I develop and manage contracts in my line
of work, I am aware of the pitfalls in "short paying" a contract that
is under disputeTo acoid some of the pitfalls, you pay in full and
then "chase" any credits.RE: Renumeration - I outlined in my original email to the company how I arrived at that figureAs a direct relation of their handling of the telecommunications box, I was unable to work from home for a total of hours on Tuesday, April and hours on Tuesday, April I expected the walk through and the gutter crew on Wednesday, April This was from the statement, by the scheduler, Frank, that the job would take days. I waited for the gutter installation on Wednesday, April (as well as the telecommunications company), which never arrivedI found out later that the gutter installation had not been scheduledMy standard days that my home is my office is Thursday and FridayI had to return to the office both of those days in order to workI advised the company how to access the information to calculate the harm, based upon my salaryHere is the calculation on my work: I was out of work a total of hoursMy hourly wage is $an hourThat totals $With the mileage I expended going into the office on Thursday and Friday (miles total at per mile = $32.40), that totals a direct cost of $that I experienced due to the errors/miscommunicationI did have to take personal time off for the hours I was not able to work.My husband had a contract deliverable to a company that was due on Wednesday, April He did not meet that dateAs of the date I completed my first email to the company (Sunday, April 10), we were under the assumption that he would be penalized for not being able to deliver (upload to the company FTP server)That penalty would have totaled more than $2,000, as the project was being delayedThe contract company did not penalize my husband for the late deliverable, but then the company has never asked how I arrived at the $2,nor did they propose any credit for the severe inconvenience they caused.I was contracted to pay for a service, residing my homeIn that process, as a direct result of a siding contractor (who is NOT an electrician nor are they a telecommunications technician) removing a rather large and complicated Fiber Optic Service (FIOS) box, I was crippled from workingAdditionally, I had no phone and no TV service, to bootAs a consumer, I cannot fathom why the contractor is not willing to assume the responsibility that they caused harm and compensate the consumer accordingly

A new roof was put on in August 2011, house siding was replaced, sealed and painted in March Then we decided to replace the windows, the last step to updating the outside of the houseUp until we had windows replaced with your product, we had single pane 70’s windows with aluminum trim and they never leaked
The windows in question are the bottom row of a “wall” of windows feet high and feet across consisting of smaller trapezoid windows on the top row, and the large rectangular windows in question, in a row below themThe bottom row of windows is 12ft below the ceilingSo what you are suggesting, is that water leaked through our new roof and ran down through drywall, past the upper row of windows, and all the other woodwork surrounding the area and landed in the bottom corners and on sills of the lower windows spanning feet across, without leaving any trace of water damage anywhere else? Well, we should bottle that water, its miracle water
There is no water damage around any of the framing or drywall from the ceiling to the windows in questionThere is not damage to the drywall and wood trim below the windowsWe removed the inside trim to check to make sure that the water was not coming from a different area, the wood and drywall on the inside are dry and in pristine conditionWe do not need to hire someone to come and detect where it is leaking, because we know it is leaking at your windowsYour company has even acknowledged it as shown in the documentation that you have provided stating that they have come out several times to try and rectify the situation and as I was on your Revdex.com site, I noticed that this is not the first time that a complaint has been issued with these types of windows manufactured by NT windowsThe water damage is contained to the areas around your windows
Obviously Poor product quality caused the windows/frames/silicone caulking to warp within the last years due to Texas weather, even though your company had assured us that they could take the exposureIt seems to me that you are unable to make windows that size that can withstand a lifetime of the weather indigenous to this areaI am only praying that the top windows and the double hung windows we also purchased do not start leaking, they, however, do not receive as much direct hit from weather because of the roof overhang
We are really disappointed that you all have decided to grasp at straws to try and point the finger elsewhere instead of owning up to the problem, which is so obviousWe have obviously tried to work with you folks to resolve it at least times and are no longer interested in wasting anymore of our time on these windows
The only resolution we are accepting at this time is a refund for the windows and for the water damage to be fixedWhen we have the windows replaced, you may have your windows backWe believe that in the long run this would be the most beneficial for us and we would imagine for you too
Regards,*** ***

As soon as we heard from the client about her internet going down, we had our project manager contact the lead technician, as well as coordinate with the telecommunications company to work towards repairing the problem. While it is not common for IT services to be interrupted during an installation,...

it does happen from time to time while we are removing all siding from a home. When this sort of thing happens, the best we can do is contact whomever we need to to get the service back up and running asap. The client did mention that their were issues from the telecommunications company that kept her services down for longer, but that was far beyond our control. We feel that we did everything we could to address the IT situation as quickly as anyone in our position and authority could. Our project manager communicated with her post email, so I assumed everything was okay. That was short-sighted and incorrect on my part. I should have responded in writing to her complaint, rather than believing the conversation with our project manager solved the problem. I have expressed regret to the client that she did not receive an email from me. Since receipt of her complaint, I have had two communications with her. I have attached those communications in PDF form as an attachment. As far as $2,000.00 for time and mile reimbursement, we do not provide remuneration for job-site circumstances . We have a legal agreement to perform a set of services, which we did. The client signed off on our completion certificate and paid in full. I don't know of any company that provides mileage and lost wages because of a job-site hiccup. I'm not sure how a valuation of $2,000 was reached for mileage to and from her office. Her employer did not pen a later stating that both homeowners under performed by a specific value which they are attempting to collect from a 3rd party. Please let me know if you need additional information.

We are empathetic to the client's frustration, but what we are being asked to do extends beyond the scope of a warranty. The siding has become loose after 15 years on the home, a recent tornado and historic rains. Our craftsmanship, nor material defects, are the root cause of the client's issue. We...

proposed that the client contact one of our siding technician's directly to repair his siding, so the client would not be out of pocket as much money, but the client rejected that proposal.

We apologize for the confusion our customer has experienced regarding the siding issue. It is actually a Product defect & additional coverage warranty issue based upon the fact that the Company providing the Warranty had been purchased by another manufacturer. We provided this information to the...

customer as we were getting it live from our supplier but the individual in our warranty division may not have articulated it such that the customer understood the complicated nature that we are both unfortunately dealing with the in past couple of weeks. Again, I appreciate the situation that my customer is faced with concerning warranty. We were at the time of the complaint as well as currently investigating how we can best service the warranty provided by others. Our warranty department just today received the attached information after repeated calls, the old run around from the current manufacturer, our requests for definition and the perfection of the claims process as related to the original warranty that the original manufacturer provided the customer. The customer was obviously upset but we were still only a portion through the process when we received the Revdex.com Complaint. In hindsight we should have told the customer this might be a long process and should not have provided live information before it was confirmed.   Understanding Warranty responsibility on products made by others not Brennan: The customer states that “the warranty was written through Brennan not a third party”. Actually, the original warranty was written by the manufacturer and only provided to an Elite few Contractors in the Nation, Brennan being one of the few. For the record, Brennan is a specialty contracting company providing professional installation of high quality products built by various manufacturers and supplied to Brennan from various wholesale / retail suppliers. We do not manufacture nor warrant the products we provide as per industry standard. Manufacturers provide the Warranty for products defect and / or other damages at their sole discretion. Brennan simply installs the product. We have served over 100,000 satisfied customers in our 39 years in business and being a member of the Dallas Revdex.com A+ Accredited since 1981. We have outlasted many manufacturers of products we have provided in Good Faith to those many homeowners. We are an advocate for the customer in many situations with our customer regarding manufacturer & supplier disputes as we are in this case. We will continue to work for this customer in order to bring a conclusion / solution to the table. We provided siding and windows having a specified warranty to the involved customer as we have for every customer since 1979.  All Warranties have terms and conditions unique to the respective product category as well as the individual manufacturer so the statement of Lifetime Warranty you see on the contract is very general in nature. Lifetime is only a reference to the duration of the Warranty on a specific category of product we use.  It is our way to let the customer know the Warranty category in which they may expect the windows to be denoted within (Lifetime or other General duration – IE our roofing contracts a homeowner will see less Lifetime statements of duration than a more common yearly statement of duration – 25 – 35 years being very common for roofing). Some sidings we provide do not have a Lifetime Warranty (IE 10 yr. – 25yr. etc.) or any warranty at all as it is with many wood siding products. The Contract is not a warranty. As a matter of fact the customer refers to transfer of warranty which is not written in our Contract because we are only generally stating the Duration. Transfer of warranty was however available in the original warranty as it is in their newly offered warranty by the current manufacturers warranty.   Accusation: Telling Story. We do not make up stories. Regarding the “we have been told multiple stories”: The statements provided below are absolutely true and reflect what the customer was told about the reason why his warranty was not going to be perfected as he thought it might be. Regarding the siding warranty in question, once the customer provided the claim we were directed by our current supplier to secure the warranty from the customer.  We had asked if the customer had a copy and he did not. Because he did not, we had go thru a complicated process to find answers to his warranty concerns. Complicated it is! The customers particular siding was purchased by our company from a now defunct National Siding Group handling the program for Cedar Ridge (name of a Specialty Insulated Siding system) which was manufactured by a company that is now defunct by way of being purchased by another company since 2010. The product was distributed by a National Wholesale Supply Company we purchased from locally in 2010 that has since been purchased by another company who did not take on the siding division. We had to seek other suppliers of that product. At  this time we have a current supplier independent of the previously mentioned companies. We depend upon accurate information from our sources and never have been to date informed correctly with regard to how to handle this unique situation by our current supplier. Actually the supplier admitted that he was confused until just recently as well. We then contacted the Warranty dept. of the manufacturer that originally purchased the company providing Cedar Ridge. After much delay we were contacted with process information based upon the unique situation.   Accusation: bait and switch. Absolutely not. This is the first customer ever to accuse my company of Bait and Switch. Please refer to our reputation as an Accredited A+ member of the Revdex.com not having ever been accused of such. Quite frankly, I take great pride in the fact that we have the Highest level of satisfaction rating in our industry with multiple review sites available today.   In conclusion: Brennan Enterprises in Good Faith provided the customer with a Lifetime Warranty as generally stated on the Contract. The warranty had its own terms and conditions not stated on the contract but stated on the actual warranty doc. When asked, the customer said he did not have a copy. That would not have mattered at the end of the day since there is no entity left to service the warranty or provide Brennan the funds to service the warranty. We did and are at this point still working on providing our customer the service of finding the best path to perfect the warranty. The customer is not out in the cold all together since the new manufacturer recognizes the old siding as being from a company they purchased. They have sense enveloped the product under their own name as we understand it. I am not privy to the structure of their (previous manuf. purchased by new manuf.) agreement nor warranty responsibilities. All the new manufacturer has done is send the warranty they are willing to abide by and the process to go thru in order to perfect it. The new manufacturer with a similar product will warrant the product pertaining to their terms and conditions they denote. The damages seen in pics appeared to be from weed eater, mower air born debris and hail combined. These damages are not defect claims but other damages that the original warranty did cover. The new warranty may or may not be the same replacement terms, process & conditions. We were told by the supplier there would have been a deductible / insurance considerations even if the original warranty was valid which would have demanded that the customer outlay funds for the repair. We have been told by our current supplier that the hail claimed damages replacement would not have been allowed until an investigation was performed by the original manuf. as well as possible Lab reports that are conclusive of such damages. You can see the red tape of the manufacturer’s warranty process. This is common in our industry. We will facilitate this customer as well as any customer with the warranty process as their advocate.   Attached is the Warranty and the process to perfect the claim as presented by the Company I spoke of above (Royal Building Products) based upon the information we provided them in regard to the customers 2010 purchase and subsequent issue in 2018.   Solution: As of this date we have been told by our local supplier that a style and color is available similar to the existing siding (the color in essence is the same color but….. (color can vary from lot #, weathering, pollution and age ETC).  The manufacturer New Warranty & Process is attached.

Like the homeowners, we are not happy that there have been so many services. It is rare to have any service claims, much less three or four on one project. The first two years of the product, there were no leaks or issues. Once the homeowners contacted us regarding service in 2015, we worked with...

them to address their concerns and perform service after service to alleviate any worries the homeowners had about the window performance. To that end, we replaced parts and pieces as acts of goodwill to instill confidence in the homeowners and we have never rejected or shied away from any service issues that have come up. We are also not aware if the homeowner had any siding or roofing work during the time the windows have been in place. A change in conditions around the window may have lead to the leak that currently existsOn 2/22/2016, the general manager of the window manufacturer personally performed a water test with the homeowner. During that time, no leak was found with the windows. Please keep in mind that the homeowners have leaks when it rains, and our water test does not include spraying water on the roof. We believe that their leak may be coming from the roof. If it were coming from the windows mentioned in the complaint, a 15 minute water test from 10 feet away would clearly indicate that. Our recommendation is for the homeowners to contact their insurance company or a leak detection company to look at the roof for a leak. We have a leak detection company we have used in the past we can refer the homeowners to. I have attached the related service requests, dates and memos from our manufacturer to support these claims. Regards, Brennan Enterprises