Decra Roofing System, Inc

Initial Business Response /* (1000, 10, 2016/04/11) */
Good day [redacted],
Thank you for your call and this email. I have not seen this claim before, thanks for sending.
We have reached a settlement with the [redacted]. I am writing a letter to the Illinois State Attorney General about this...

settlement. I will send this to you as well. I expect to have this by end of next week.
I am out of the office today but will be back on Monday.
Final Business Response /* (4000, 12, 2016/04/18) */
Dear Ms. [redacted]: We at DECRA Roofing Systems are in receipt of your April 8, 2016 letter and thank you for providing us an additional 10 days to respond to your inquiry about the complaint filed with your office by [redacted]. Because we take the claims review process seriously, it requires in-depth investigation to properly establish the cause of the alleged problem. Our Claims Department has now completed the review of the above referenced complaint. At the outset we must clarify that Decra Roofing Systems manufactures stone coated metal roofing panels, but it does not install such roofing materials. This is done by independent contractors not affiliated with Decra in any way. Our warranty protects the consumer against manufacturing defects.
Our investigation included an internal review of the facts as well as retaining an external engineering consultant for on-site inspections. Our inspectors looked for manufacturing defects that would affect performance of the DECRA(r) panels and reviewed the installation of the [redacted]'s roof against the applicable DECRA Installation Guidelines. No manufacturing defects were found. Instead it has been determined that the leaks in the roof were due to improper product installation, as well as the use of a gutter guard product that interfered with the proper function of the roofing materials.
We have remained in active discussions with the [redacted], reviewed their concerns and we shared the results of our internal investigation, including the external engineering report. We are hereby informing you that while we accept no liability in this matter because our materials were not defective, we have come to a settlement agreement with the [redacted] that satisfies both parties. Based on the above we trust that the matter in your office needs not to proceed further and it shall be closed. Please contact us if you need any additional information.

Please accept my apologies for the lack of delay. We recently had an office relocation and some job changes, and this created a bit of a disruption. I will be able to respond much quicker in the future and encourage you to communicate with me and below I have listed my updated...

information. DECRA is a manufacturer of Stone Coated Steel roofing tiles. We manufacturer and warranty our product against material defect. We do not have an installation arm, and our sales and marketing personnel interface with specialty roofing distributors. We do provide training opportunities but we also rely on our distributor partners to provide additional services to their installer base. We are clear in our communications that each homeowner should research and hire the best roofing contractor according to their needs. DECRA personnel do not install any product in any jurisdiction in the USA nor do we "certify" contractors to install our product. Our products are installed by thousands of contractors both large and small as well as do-it-yourselfers and our only support is with training, specification and install guidelines, As you can imagine, as a manufacturer it is important that we maintain the warranty as it is written which does not include install issues as they are completely outside our control. The claim that you are inquiring about is not related to material issue or defect. As such, we have responded to the claim and have provided photo evidence explaining that the issues with the roof are due to install issue. We will re-submit the response to the homeowner with a copy to your attention. Further, we will offer the homeowner some guides for choosing a contractor as well as a copy of our warranty. Again, my apologies on the communication timing and please know that we take every cus[redacted]er complaint seriously and investigate each one on their own merit.