Initial Business Response / [redacted] (1000, 5, 2016/01/18) */ I would like to begin by addressing the timelines and other areas of concern which have been dealt withI do agree that the timeline was lengthy partly due to the fact that ice damming needed time to melt and clear upWhen roof was initially opened up, we quickly found rotThis had to be closed up/tarped to allow time for the building inspector to view/make recommendationsFrom there repairs were carried out as per recommendationsWater did enter the home while temporary tarping was in tactThat issue has been dealt withThe insured was offered a settlement for the damaged areas which had been accepted To my knowledge, there was no water damaged baseboard reused; however, client opted to take a "cash out" on remaining repairs at a certain point in this job and I do believe that the baseboard would have been part of the work included To address the present issue with the roof leaking, we have actively been working on determining the issueFirst, we have had a roofer attend and asked him to view the entire roof and to make any repairs he felt may be necessaryHe did make repairs where we had tarred the roof when we went to view upon the clients notification that the roof was leakingHe also made some repairs to a valley but reported back that everything else looked goodAfter this, we received a call again that the roof leaked again along the wall where the addition meets the rest of the homeWe noticed this time that the leak seems to happen in cases of wind driven rain as we had rain on other occasions and the leak did not occur We had the roofer back down to inspect again on January 12th; unfortunately, he was not able to determine where the water may have enteredOn the 13th, there was snowfall which has made it unsafe to access the roof for further investigation I understand that the client has spoken to other people who do not seem to have a wind driven rain issue; that is not surprisingNot every house is susceptible to wind driven rain Further investigation into where exactly the water is entering will be required The next step would be to open up a section of the ceiling where the water has been entering the home; use a garden hose to apply water to the roof; we would have someone on the inside of the house watching for a leak or water to start entering the home so we can determine the point of entryThis will have to be done once roof is clear of snow/ice and safe to access If this leak is a result of workmanship from the repairs carried out by our company on the clients roof, we would then make the required repairs to the roof and take care of any water damaged areas to the interior as a result of this leakWhether the client would like to take another settlement or have us take care of them If client does not feel comfortable that our company will handle fairly and honestly; I would urge her to reach out to a contractor of her choice and our inspection can be carried out with that contractor present We have been and will continue to work with this client to ensure that the issue is found so it can be addressed correctly If there are any issues that have not been addressed, please let me know Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I hope that this issue will be fixed properly once the roof is safe to be on with no more issues!!
Initial Business Response / [redacted] (1000, 5, 2016/01/18) */ I would like to begin by addressing the timelines and other areas of concern which have been dealt withI do agree that the timeline was lengthy partly due to the fact that ice damming needed time to melt and clear upWhen roof was initially opened up, we quickly found rotThis had to be closed up/tarped to allow time for the building inspector to view/make recommendationsFrom there repairs were carried out as per recommendationsWater did enter the home while temporary tarping was in tactThat issue has been dealt withThe insured was offered a settlement for the damaged areas which had been accepted To my knowledge, there was no water damaged baseboard reused; however, client opted to take a "cash out" on remaining repairs at a certain point in this job and I do believe that the baseboard would have been part of the work included To address the present issue with the roof leaking, we have actively been working on determining the issueFirst, we have had a roofer attend and asked him to view the entire roof and to make any repairs he felt may be necessaryHe did make repairs where we had tarred the roof when we went to view upon the clients notification that the roof was leakingHe also made some repairs to a valley but reported back that everything else looked goodAfter this, we received a call again that the roof leaked again along the wall where the addition meets the rest of the homeWe noticed this time that the leak seems to happen in cases of wind driven rain as we had rain on other occasions and the leak did not occur We had the roofer back down to inspect again on January 12th; unfortunately, he was not able to determine where the water may have enteredOn the 13th, there was snowfall which has made it unsafe to access the roof for further investigation I understand that the client has spoken to other people who do not seem to have a wind driven rain issue; that is not surprisingNot every house is susceptible to wind driven rain Further investigation into where exactly the water is entering will be required The next step would be to open up a section of the ceiling where the water has been entering the home; use a garden hose to apply water to the roof; we would have someone on the inside of the house watching for a leak or water to start entering the home so we can determine the point of entryThis will have to be done once roof is clear of snow/ice and safe to access If this leak is a result of workmanship from the repairs carried out by our company on the clients roof, we would then make the required repairs to the roof and take care of any water damaged areas to the interior as a result of this leakWhether the client would like to take another settlement or have us take care of them If client does not feel comfortable that our company will handle fairly and honestly; I would urge her to reach out to a contractor of her choice and our inspection can be carried out with that contractor present We have been and will continue to work with this client to ensure that the issue is found so it can be addressed correctly If there are any issues that have not been addressed, please let me know Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I hope that this issue will be fixed properly once the roof is safe to be on with no more issues!!