Cascade Carpet Care

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]The sequence of roof issues is not correct. When I first contacted Alvarado Roofing the only roof issue I had or aware of was a leak around a vent in the garage. When the rep was out to estimate the cost to repair that leak we discussed roof maintenance to help extend the life of the roof. He stated and submitted the cost to replace All broken roof tile, etc. The leak in the exterior entry wall didn't occur until about a year after the roof maintenance was done. There was no visible sign of how the water got there. At that time I contacted Alvarado to find out what the problem was. I was told that debris had been blocking the water flow for sometime and caused the felt to deteriorate and there should be water gushing into my house.  I checked the bedroom closet, which is also the exterior wall with the leak, and found mold. At that point I contacted my homeowners insurance company and they sent out an adjustor. She took a picture of the roof just above where the leak was and it showed broken tiles. The picture is on file with the insurance company. The adjustor explained that over time water was running under the tiles rather than over them causing the problem. I recontacted Alvarado Roofing and was sent a diagram that showed which tiles were replaced. If you look at the roof diagram there were no tiles replacement in the area in question.  Alvarado's rep finally stated that at least one tile was broken in area. This is in an email.  Actually 4  tiles had to be replaced when the roof was repaired.Based on the picture taken by the insurance adjustor, her explanation of the roof situation, the roof diagram from Alvarado and Alvarado's rep stating there was at least one broken tile in the area and not replaced Alvarado Roofing did not replace all broken tiles as stated  would be done in the roof maintenance bid.

Our proposal states exactly:  Replace all broken tile (supplied by owner).  We used all 8 tile the owner had.  The owner did not supply us with any more tile.  We were not required to supply any tile.  We used a tile adhesive and clear caulk on another 5 tile that had cracks but were not broken apart.  The alleged broken tile referred to in the insurance adjuster's photos WERE NOT BROKEN at the time of our work.  We have never seen the photos and the homeowner has not supplied us with the photos.  How many people have traipsed across this roof since we did our work 15 months ago?  The Homeowner has had several roofers walk on her roof in addition to an inspector and insurance adjuster. Each time a person walks on the tile the potential for more breakage is high, especially if they don't know how to walk on tile.  To help solve this complaint, we would be willing to purchase up to 10 pieces of tile and replace the tile that are NOW broken.  It must be understood by the homeowner that the color of the replacement tile WILL NOT MATCH the existing tile color.  The homeowner must also understand that replacing the tile WILL NOT STOP ANY LEAK she may have.

Complaint: [redacted]
I am rejecting this response because:
Alvarado Roofing: Our proposal states exactly:  Replace all broken
tile (supplied by owner).  We used all 8 tile the owner had.  The
owner did not supply us with any more tile.  We were not required to
supply any tile.  We used a tile adhesive and clear caulk on another 5 tile
that had cracks but were not broken apart.  The alleged broken tile
referred to in the insurance adjuster's photos WERE NOT BROKEN at the time of
our work.  Response: The proposal did state replace all broken tiles using tiles supplied by owner. I did supply more than 8 tiles--actually 13. I was never told adhesive and clear caulk were used on the tiles. When the job was completed and the Alvarado rep came to get paid he did not inspect the roof to be sure all broken tiles were replaced. Had he inspected the roof and informed me additional tiles were broken I would have purchased additional tiles to complete the job.  Also the diagram of my roof supplied by Alvarado shows that no tiles in the southeast quadrant (roof above entryway) of the roof were replaced. This is where the leak occurred and why I recontacted Alvarado to determine what the problem was. Your rep checked the roof and reported that the felt, roofing paper, was badly deteriorated and water penetrated the wood. He also stated that this had to occur over a long period of time and I should have water gushing into my house. I then checked the bedroom closet, outside entry wall, and found mold. Alvarado Roofing: How many people have traipsed across this roof since we did our work 15 months ago?  The Homeowner has had several roofers walk on her roof in addition to an inspector and insurance adjuster. Each time a person walks on the tile the potential for more breakage is high, especially if they don't know how to walk on tile.  To help solve this complaint, we would be willing to purchase up to 10 pieces of tile and replace the tile that are NOW broken.   Response: No one walked on the roof from the time Alvarado's crew replaced tiles until the Alvarado rep came 12 months later after I called about the leak in the exterior wall. He give me a quote to repair/reroof the area. It as after the Alvarado rep was here that the insurance adjuster inspected the roof and mold issues. She did her inspection from a ladder in the entryway, was able to take a picture showing the broken tiles, and never got on the roof. She confirmed that the felt had deteriorated to the point of allowing water to leak into the house. Based on the  photo of the area she stated that there were two broken tiles that caused water to run under the tile instead of over it causing the felt to deteriorate. Debris was not shown or mentioned during the inspection. She also confirmed what the Alvarado rep said about the felt deteriorating over an extended period of time.  Based on what both of them said the conclusion is that the felt did not deteriorate in 12 months -- it takes a lot of water running over the felt for an extended period for this to happen. Also later in an email the Alvarado rep did state he saw one broken tile in the area when he checked about the leak. This information leads to the conclusion that not all broken tiles were replaced at the time the Alvarado crew supposedly replaced all broken tiles.I hired a contractor to reroof/repair and replace broken tiles in the southeast quadrant where the leak was and mitigate the mold. There are no broken tiles in the area now. The offer to replace the now broken is not acceptable.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

My estimator was never made aware of a leak in this customer's tile roof.  The proposal given to her states: Provide roof repairs as follows:  Replace all the broken tile (supplied by owner).  Reset and adhere all slipped tile.  Re-mortar all pipes, penetrations and hip...

transitions.  We did exactly that.  We used all the tile she had.  If we were made aware of a leak, we would have addressed it in our proposal.  It would have stated:  Remove tile around the vent pipe or remove tile around the skylight or remove tile around the chimney or remove tile from the valley, etc.  Remove 1x2 batts.  Replace deteriorated underlayment.  Seal flashings to underlayment.  Reinstall 1x2 batts.  Reinstall tile.  We would have issued a one year warranty on this type of repair.  Now, 13 months later, she notices a leak (which we never addressed) and wants a refund?

We never "completely re-roofed" the building.  We only re-roofed the flat tar & gravel area.  The leak area was not within our scope of work.  It was at the metal tile pitched roof intersection with the exterior parapet wall.  We did deny any responsibility for the mold...

growth and stand by that position to this day.  We took this customer on to the roof, showed her where the problem was, explained why it was not within our scope of work and she would not accept that.  We explained to her she would need a stucco contractor to do stucco repairs on the outside of the parapet wall as it intersects with the pitched metal tile roof.  THIS AREA HAS NOTHING TO DO WITH OUR FLAT TAR & GRAVEL ROOF AREA!  This customer hired a stucco contractor to do the repairs we suggested.  On November 5, 2016, we had a significant hail/rain storm in the City and did not receive a phone call from this customer regarding the leak.  I guess the stucco repair we suggested which she had completed worked.