Diamond Roofing Inc

Complaint#: *** Dear Ms***, We reviewed the complaint letter that our customer sent to youAlthough we agree with the first sentences, the remainder of the complaint is riddled with errorHe did need a new roof years ago, and expressed his concern about condensation on the surface of
the roof near the chimneyWe told him that the condensation issue on the surface of his roof next to his chimney would be corrected by installing flat insulation board over the entire surface of the roof prior to the installation of our new roofing material, which it didWe even added an additional air vent over his dining room adjacent to the chimney, per his requestThe issue at hand has nothing to do with failed roofing material or incorrect installation methodsIn short, his roof surface is not leakingHis original brick and mortar chimney is failing due to old age and allowing rain water to enter through the top surface and between the shrunken mortar on the sides of the chimneyThe customer claims that we verbally guaranteed the chimney brick and mortar as part of his year labor warranty, which is absolutely falseWe guaranteed the new roofing material labor for years, not the visibly aged chimneyThe customer refuses to rebuild the chimney from the roof line up due to costWe told the customer we could wrap his entire chimney with our lifetime roofing material at a far less cost than an actual chimney rebuildHe refused and became verbally defiantThe customer claims that we are not honoring our year labor warrantyWe absolutely are honoring our year labor warranty for the roof itself, but not aged chimneys or aged skylightsThe Revdex.com should note that the customer was given his roof estimate on June 12,2012, and studied the contract until he signed on July 6, The customer had us change language and include additional items before he would sign our contractOur point is simply that he knew exactly what he was agreeing to, and the terms and conditions which clearly exclude any existing chimney brick/mortar repair or replacementPlease find attached terms and conditions that he read and modified to his satisfactionAgain, the "Callback" paragraph near the middle of the page clearly states that brick and masonry leaks are not covered under our year labor warranty or lifetime material warrantyIn conclusion, we will absolutely honor our year labor warranty on the roofing materialWe will not, however, pay to have his brick and mortar chimney rebuilt or completely encapsulated with our new lifetime membrane roofing material for freeWe are sorry that his old brick and mortar chimney is failing, but it was simply never included in our scope of work
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Complaint: ***I am rejecting this response because:
The business is not honoring their warranty and they have not fixed the problem that I paid them to fix
When I first had the company out to my house, it was due to a leak in one spot on my roofThe company indicated that to fix the leak in the one spot on the roof, I needed a new roof I expressed concern at that time and expressly asked about the chimney They indicated that the new roof would fix my problem and even included language in the contract providing warranty against further "condensation" in that spotyears later, I find myself still having a leak in the same spot that I called the company out for in the first place and they are now pointing the other way
If at the time of estimate, the company had said "to be sure that this spot is fixed, you need to do something with your chimney," and I had ignored their advice, I could understand their stance at this point Instead of that warning, they wrote into a contract guaranteeing that this spot would not have further issuesThey provided assurances that the problem was the roof and said nothing about the chimneyInstead, they were happy to take my money and not fix the problem that I called them out for in the first place I have never asked anyone to warranty the mortar in my chimney I've only asked Diamond roofing to fix a leak in my roof that is still not fixed
Bottom line...I called a roofing expert to fix a leak in my roof years and $16,000+ later, I still have a leak in the same spot in my roof. Sincerely,*** ***

Complaint: ***
I am rejecting this response because:what professional roofing company would put a 20k roof on rotting facia without informing the customer of the problem wait you did have me replace the only board that was bad, so now your saying they are all rotten doesn't sound right to meThe gutters on the back of my house are not installed correctly so the water is going behind the gutters causing the fascia to decay
Sincerely,
*** ***

Roof installation was completed approximately Oct Customer contacted us in Nov stating that drip edge detail on his new perimeter cap metal is incorrect and not like it had been before the roofing project(if this was the case, he would not have paid us in full after we completed
the installation) Customer is requesting that we install new cap metal per his own personal specificationsDRI is willing to install new perimeter cap metal per customer's specifications, but he will have to sign an exacting specification detail before work is begunCustomer is now stating that certain areas of his perimeter fascia boards are in various stages of decay due to our cap metal designIronically, our cap metal design that we installed on his perimeter is exactly the same that we have installed on hundreds of roof perimeters over the last years, with no negative affect whatsoever to fascia boardsCustomer's house is approximately years old, and different areas of fascia board are in various degrees of decay due to old age of fascia boards, not recent cap metal designDRI is willing to install new cap metal (to customer's specifications) if customer is willing to replace old fascia boards with new fascia boards at his expense

Complaint#: [redacted] Dear Ms. [redacted], We reviewed the complaint letter that our customer sent to you. Although we agree with the first 3 sentences, the remainder of the complaint is riddled with error. He did need a new roof 3 years ago, and expressed his concern about condensation on the surface of...

the roof near the chimney. We told him that the condensation issue on the surface of his roof next to his chimney would be corrected by installing flat insulation board over the entire surface of the roof prior to the installation of our new roofing material, which it did. We even added an additional air vent over his dining room adjacent to the chimney, per his request. The issue at hand has nothing to do with failed roofing material or incorrect installation methods. In short, his roof surface is not leaking. His original brick and mortar chimney is failing due to old age and allowing rain water to enter through the top surface and between the shrunken mortar on the sides of the chimney. The customer claims that we verbally guaranteed the chimney brick and mortar as part of his 5 year labor warranty, which is absolutely false. We guaranteed the new roofing material labor for 5 years, not the visibly aged chimney. The customer refuses to rebuild the chimney from the roof line up due to cost. We told the customer we could wrap his entire chimney with our lifetime roofing material at a far less cost than an actual chimney rebuild. He refused and became verbally defiant. The customer claims that we are not honoring our 5 year labor warranty. We absolutely are honoring our 5 year labor warranty for the roof itself, but not aged chimneys or aged skylights. The Revdex.com should note that the customer was given his roof estimate on June 12,2012, and studied the contract until he signed on July 6, 2012. The customer had us change language and include additional items before he would sign our contract. Our point is simply that he knew exactly what he was agreeing to, and the terms and conditions which clearly exclude any existing chimney brick/mortar repair or replacement. Please find attached terms and conditions that he read and modified to his satisfaction. Again, the "Callback" paragraph near the middle of the page clearly states that brick and masonry leaks are not covered under our 5 year labor warranty or lifetime material warranty. In conclusion, we will absolutely honor our 5 year labor warranty on the roofing material. We will not, however, pay to have his brick and mortar chimney rebuilt or completely encapsulated with our new lifetime membrane roofing material for free. We are sorry that his old brick and mortar chimney is failing, but it was simply never included in our scope of work.
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Roof installation was completed approximately Oct 2014. Customer contacted us in Nov 2016 stating that drip edge detail on his new perimeter cap metal is incorrect and not like it had been before the roofing project. (if this was the case, he would not have paid us in full after we completed...

the installation) Customer is requesting that we install new cap metal per his own personal specifications. DRI is willing to install new perimeter cap metal per customer's specifications, but he will have to sign an exacting specification detail before work is begun. Customer is now stating that certain areas of his perimeter fascia boards are in various stages of decay due to our cap metal design. Ironically, our cap metal design that we installed on his perimeter is exactly the same that we have installed on hundreds of roof perimeters over the last 20 years, with no negative affect whatsoever to fascia boards. Customer's house is approximately 50 years old, and different areas of fascia board are in various degrees of decay due to old age of fascia boards, not recent cap metal design. DRI is willing to install new cap metal (to customer's specifications) if customer is willing to replace old fascia boards with new fascia boards at his expense.

Complaint: [redacted]I am rejecting this response because:
The business is not honoring their warranty and they have not fixed the problem that I paid them to fix.  
When I first had the company out to my house, it was due to a leak in one spot on my roof. The company indicated that to fix the leak in the one spot on the roof, I needed a new roof.  I expressed concern at that time and expressly asked about the chimney.  They indicated that the new roof would fix my problem and even included language in the contract providing warranty against further "condensation" in that spot. 3 years later, I find myself still having a leak in the same spot that I called the company out for in the first place and they are now pointing the other way.  
If at the time of estimate, the company had said "to be sure that this spot is fixed, you need to do something with your chimney," and I had ignored their advice, I could understand their stance at this point.  Instead of that warning, they wrote into a contract guaranteeing that this spot would not have further issues. They provided assurances that the problem was the roof and said nothing about the chimney. Instead, they were happy to take my money and not fix the problem that I called them out for in the first place.  I have never asked anyone to warranty the mortar in my chimney.  I've only asked Diamond roofing to fix a leak in my roof that is still not fixed.
Bottom line...I called a roofing expert to fix a leak in my roof.  3 years and $16,000+ later, I still have a leak in the same spot in my roof. Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:what professional roofing company would put a 20k roof on rotting facia without informing the customer of the problem wait you did have me replace the only board that was bad, so now your saying they are all rotten doesn't sound right to me. The gutters on the back of my house are not installed correctly so the water is going behind the gutters causing the fascia to decay
Sincerely,
[redacted]