Initial Business Response /* (1000, 5, 2015/11/10) */
To whom it may concern:
This is in response to Case #
On September 29th, I received a call from Mr*** stating that our Gutter Helmet had rotted the edge of his roof due to improper installationAt this time his roof
was in progressI immediately had a representative go out and look at the damage, he took pictures and at that time we were unable to inspect the gutter helmet panels, Mr*** stated that they were buried in the dumpster
*** ***, *** *** and I met with Mr*** on October 2nd and walked around the home, the roof had been completed at this timeAt this time we shared that we did not believe that Gutter Helmet was responsible for the damages that occurred at the home in questionWe wanted to meet with Mr*** face to face to share our determinationThere would have been indications that the gutter helmet wasn't working properlyMr*** response was that "he never went to that side of the home when it was raining."
Mr*** continues to state that his roofing contractor says that the gutter helmet was improperly installedWe are the only gutter helmet dealer with trained installers for installation up to the manufacturers specificationsMr*** had only issue with the gutter helmet prior to the call we received on September 29thThat was on July 17th, and it was a bird nest on the opposite side where the damage had occurred
We did not have the opportunity to inspect the Gutter Helmet both on the roof and once it had been removedWe also do not have any pictures showing what type of protection was under the shinglesMy suspicion is that there was no Ice and Water installed on the edge of the roof to prevent water infiltration from Ice Damming occurring and that this is what it appears to be to meUnfortunately, we do not know what was under the original roof
Per Gutter Helmets specifications we install Gutter Helmet both over and under the shinglesBoth installations are acceptable, there are instances when shingles are older, brittle or we are unable to lift them without causing damaging themIn such instances we will do an over the shingles application
The last letter that Mr*** brought to our office explained his position once againIt also shared that this wasn't just about the roof and went on to state that he has had financial hardshipsIt states in one part "I am pleading with you as a human to balance the needs of one family with the whole of your company"
When speaking with Mr*** I indicated that we had installed over 2,jobsIn investigating it we have actually installed 4,The installer that was assigned to the project in question installed 2,jobsWe have not had this issue and feel that his experience in installing gutter helmet out ways a roofing contractor who is not licensed to sell or install the productThe fact that Gutter Helmet is on the roof does not mean that the roof will not go bad
Initial Business Response /* (1000, 5, 2015/11/10) */
To whom it may concern:
This is in response to Case #
On September 29th, I received a call from Mr*** stating that our Gutter Helmet had rotted the edge of his roof due to improper installationAt this time his roof
was in progressI immediately had a representative go out and look at the damage, he took pictures and at that time we were unable to inspect the gutter helmet panels, Mr*** stated that they were buried in the dumpster
*** ***, *** *** and I met with Mr*** on October 2nd and walked around the home, the roof had been completed at this timeAt this time we shared that we did not believe that Gutter Helmet was responsible for the damages that occurred at the home in questionWe wanted to meet with Mr*** face to face to share our determinationThere would have been indications that the gutter helmet wasn't working properlyMr*** response was that "he never went to that side of the home when it was raining."
Mr*** continues to state that his roofing contractor says that the gutter helmet was improperly installedWe are the only gutter helmet dealer with trained installers for installation up to the manufacturers specificationsMr*** had only issue with the gutter helmet prior to the call we received on September 29thThat was on July 17th, and it was a bird nest on the opposite side where the damage had occurred
We did not have the opportunity to inspect the Gutter Helmet both on the roof and once it had been removedWe also do not have any pictures showing what type of protection was under the shinglesMy suspicion is that there was no Ice and Water installed on the edge of the roof to prevent water infiltration from Ice Damming occurring and that this is what it appears to be to meUnfortunately, we do not know what was under the original roof
Per Gutter Helmets specifications we install Gutter Helmet both over and under the shinglesBoth installations are acceptable, there are instances when shingles are older, brittle or we are unable to lift them without causing damaging themIn such instances we will do an over the shingles application
The last letter that Mr*** brought to our office explained his position once againIt also shared that this wasn't just about the roof and went on to state that he has had financial hardshipsIt states in one part "I am pleading with you as a human to balance the needs of one family with the whole of your company"
When speaking with Mr*** I indicated that we had installed over 2,jobsIn investigating it we have actually installed 4,The installer that was assigned to the project in question installed 2,jobsWe have not had this issue and feel that his experience in installing gutter helmet out ways a roofing contractor who is not licensed to sell or install the productThe fact that Gutter Helmet is on the roof does not mean that the roof will not go bad