Please accept my apologies for the lack of delayWe recently had an office relocation and some job changes, and this created a bit of a disruptionI will be able to respond much quicker in the future and encourage you to communicate with me and below I have listed my updated informationDECRA is a manufacturer of Stone Coated Steel roofing tilesWe manufacturer and warranty our product against material defectWe do not have an installation arm, and our sales and marketing personnel interface with specialty roofing distributorsWe do provide training opportunities but we also rely on our distributor partners to provide additional services to their installer baseWe are clear in our communications that each homeowner should research and hire the best roofing contractor according to their needsDECRA personnel do not install any product in any jurisdiction in the USA nor do we "certify" contractors to install our productOur 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 controlThe claim that you are inquiring about is not related to material issue or defectAs such, we have responded to the claim and have provided photo evidence explaining that the issues with the roof are due to install issueWe will re-submit the response to the homeowner with a copy to your attentionFurther, we will offer the homeowner some guides for choosing a contractor as well as a copy of our warrantyAgain, my apologies on the communication timing and please know that we take every cus***er complaint seriously and investigate each one on their own merit
Please accept my apologies for the lack of delayWe recently had an office relocation and some job changes, and this created a bit of a disruptionI will be able to respond much quicker in the future and encourage you to communicate with me and below I have listed my updated informationDECRA is a manufacturer of Stone Coated Steel roofing tilesWe manufacturer and warranty our product against material defectWe do not have an installation arm, and our sales and marketing personnel interface with specialty roofing distributorsWe do provide training opportunities but we also rely on our distributor partners to provide additional services to their installer baseWe are clear in our communications that each homeowner should research and hire the best roofing contractor according to their needsDECRA personnel do not install any product in any jurisdiction in the USA nor do we "certify" contractors to install our productOur 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 controlThe claim that you are inquiring about is not related to material issue or defectAs such, we have responded to the claim and have provided photo evidence explaining that the issues with the roof are due to install issueWe will re-submit the response to the homeowner with a copy to your attentionFurther, we will offer the homeowner some guides for choosing a contractor as well as a copy of our warrantyAgain, my apologies on the communication timing and please know that we take every cus***er complaint seriously and investigate each one on their own merit