Initial Business Response /* (1000, 11, 2015/08/17) */
There is an year warranty on the roofing material, (the modified bitumen,(torch down) not the flashings, not the laborThis was also clearly explained to the General Contractor and the previous owner at the time of installThis customer,
Mr.***, is the new owner, and is under the impression that our labor is warranted and that we should come back and work for free for the duration of the modified bitumen warrantyWe did contact Mr*** more than once and told him we no longer work in the area, and that he may want to contact another roofer to fix his flashing issueWe also explained to Mr*** we would make an exception, and come to Oakland, but that we were booked out until Oct/Nov and would put him on the books if he wanted to wait for us
Initial Consumer Rebuttal /* (3000, 13, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to the NRCA (National Roofing Contractors Association) and their CERTA (Certified Roofing Torch Applicator) program, the flashings on a modified bitumen roof are "integral" in the performance of the roof systemThe warranty is the for the modified bitumen roof and does not stipulate in writing the inclusion or exclusion of the flashings or laborStandard practice (over the course of my engineering career across states) in the administration of modified bitumen roof system warranties is the inclusion of the flashingsI did contact them several times between May and July, and only after they booked up did they attempt to not cover this work
*** also previously communicated that they would not complete the work after the rainy season had started, which is anticipated in OctoberBy this understanding, they are not going to cover damages to my house in case of water intrusion if they can claim that any flashing may have failed, instead of the membrane (or even if the membrane failed due to improper installation, that would be a labor issue, and therefore not covered)At risk for me is tens of thousands of dollars in home damage due to their refusal, thus my tenacity in getting this repaired
I am willing to concede that they would like to exit this arrangement amicably, and the quote (supplied to ***) from another vendor to service these flashings was $I am willing to split the cost of repair down the middle: $eachI will provide the paid invoice from the other vendor to prove that the work was completedAt this time, this work has not been completed, so this is an active negotiation and not an attempt to recoup sunk costs
I really just want my house fixed, and I believe that they are on the hook for some portion, especially since the seller of the house told me that they would repair it (I guess they must have "forgotten" about the discussion of non-coverage that *** had with the previous owner, but failed to write down), but more important to me is that the work get done, which I cannot do myself
Final Business Response /* (4000, 15, 2015/08/24) */
We notified the client that yes, we were in fact booked out through October/NovemberWe will make an adjustment and schedule Mr*** soonerWe will contact him to make an apptasapWe are not willing to pay another roofer for this very simple, low impact/low risk repairWe will complete the work as requested
Final Consumer Response /* (2000, 17, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** is bending over backwards to meet this need and combining a personal trip in my area with the work that needs to be doneThe date is scheduled for September I have full confidence that the work will be completed in the highest professional mannerAssuming that this plan holds and the work is completed on that date, I have no further complaints, and I am a happy satisfied customer once again:)
Initial Business Response /* (1000, 11, 2015/08/17) */
There is an year warranty on the roofing material, (the modified bitumen,(torch down) not the flashings, not the laborThis was also clearly explained to the General Contractor and the previous owner at the time of installThis customer,
Mr.***, is the new owner, and is under the impression that our labor is warranted and that we should come back and work for free for the duration of the modified bitumen warrantyWe did contact Mr*** more than once and told him we no longer work in the area, and that he may want to contact another roofer to fix his flashing issueWe also explained to Mr*** we would make an exception, and come to Oakland, but that we were booked out until Oct/Nov and would put him on the books if he wanted to wait for us
Initial Consumer Rebuttal /* (3000, 13, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
According to the NRCA (National Roofing Contractors Association) and their CERTA (Certified Roofing Torch Applicator) program, the flashings on a modified bitumen roof are "integral" in the performance of the roof systemThe warranty is the for the modified bitumen roof and does not stipulate in writing the inclusion or exclusion of the flashings or laborStandard practice (over the course of my engineering career across states) in the administration of modified bitumen roof system warranties is the inclusion of the flashingsI did contact them several times between May and July, and only after they booked up did they attempt to not cover this work
*** also previously communicated that they would not complete the work after the rainy season had started, which is anticipated in OctoberBy this understanding, they are not going to cover damages to my house in case of water intrusion if they can claim that any flashing may have failed, instead of the membrane (or even if the membrane failed due to improper installation, that would be a labor issue, and therefore not covered)At risk for me is tens of thousands of dollars in home damage due to their refusal, thus my tenacity in getting this repaired
I am willing to concede that they would like to exit this arrangement amicably, and the quote (supplied to ***) from another vendor to service these flashings was $I am willing to split the cost of repair down the middle: $eachI will provide the paid invoice from the other vendor to prove that the work was completedAt this time, this work has not been completed, so this is an active negotiation and not an attempt to recoup sunk costs
I really just want my house fixed, and I believe that they are on the hook for some portion, especially since the seller of the house told me that they would repair it (I guess they must have "forgotten" about the discussion of non-coverage that *** had with the previous owner, but failed to write down), but more important to me is that the work get done, which I cannot do myself
Final Business Response /* (4000, 15, 2015/08/24) */
We notified the client that yes, we were in fact booked out through October/NovemberWe will make an adjustment and schedule Mr*** soonerWe will contact him to make an apptasapWe are not willing to pay another roofer for this very simple, low impact/low risk repairWe will complete the work as requested
Final Consumer Response /* (2000, 17, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
*** is bending over backwards to meet this need and combining a personal trip in my area with the work that needs to be doneThe date is scheduled for September I have full confidence that the work will be completed in the highest professional mannerAssuming that this plan holds and the work is completed on that date, I have no further complaints, and I am a happy satisfied customer once again:)