Exteriors Inc

Failure of the shingles were the cause of the problem. Just like she gave the analogy about windows, if the windows had a manufacture defect that caused a leak, any installation of that window is not going to correct the problem. Owens C*** has accepted that there was a problem with the shingles and has given them money, if they think it is not right they should contact them and have them resolve itThe owner here talked with *** *** a few weeks ago and had come to an agreement on the replacement of the roof. He told her we would do it when the weather got a little better (which hasn't happened yet), but now she has made this complaint and they have not answered when we have tried to call them

Owens C[redacted] issued a check to them because they have a defective product from the manufacturer.  It has nothing to do with the workmanship of the install.  If there was an install problem Owens C[redacted] would have denied their claim, but since they paid they are accepting responsibility...

for the roof failure.  It is very unfortunate that they have a problem, and they feel they were not properly compensated, but they are not the only ones, this is the main reason we no longer install Owens C[redacted] Shingles.  They should look to Owens C[redacted] to see if they can get more money.

Complaint: [redacted]
I am rejecting this response because: Failure of the shingles is a product failure but there are two parts to any installation.  One is product warranty and the other is the installation.  I sell windows and we give a warranty on the installation while the manufacturer gives a separate one for the product. Owens c[redacted] has taken their part of the failure but it is not the only reason for the leaking.  The leaks started in the first year the roof was installed and that is not all product failure.  It leaked consistently over the five years and when we called they only tarped it over and over. There was never any mention of shingle failure until AFTER year 5 (after the labor warranty was valid).  Because of the delay on their part, we have only a five year prorated "settlement" for product only, that is a fraction of the value of the cost of the product only.  They will not take responsibility for their labor being inferior and causing the leaks that have lead up to ta total roof failure.The manager in their office, Chris L**, told me I should get other bids and get their opinion so I have had inspectors out and have been told that the poor installation is the cause of the leaking.  Jeff E[redacted] said he would take care of this and instead is ignoring us and not standing behind his company and their work.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This is the exact same defense Christopher L** gave the first time.  He was the one I spoke to who told me that I should have other estimates done and see what they have to say about it.  He was very condescending and rude even when I told him I was just trying to resolve this in a fair way and could he have the owner call me back.  He also said, "If we are so bad, why would you want us to do it again anyway".  When I took his advice and got other installers to look at it, they say it is an install issue.  If the product they represented to me and sold me was so inferior, then it is for them to stand behind what they sell.  It should not fall to the customers to fight with a product manufacturer.   Exteriors Inc. represented that Manufacturer and sold it as their Gold Standard to all their customers.  They even say that a lot of the customers they sold this product to are having issues.  If Exteriors Inc. sold this product and believed it was so good that they pitched it to their customers and then won't fight for the failure of this product, how can anyone trust any roofer selling any product.  Customer Service is what companies represent and rely on for future sales.  When our products fail we go to the manufacturer for the customer and make sure the problem is resolved because we represent that product to the customer and they rely on us to be honest and provide customer service.  That is what customers are buying.I purchased a roof 5 years ago that leaked all five years. I now have to buy another new roof for full price minus less than $800 for product prorated out to be worthless.  How is this a fair deal in any way.  The response of "they got paid" is not accurate.  We will have paid for two roofs in five years.As far as the owner making contact.  He told me he would after we spoke that he would put something in the mail to me for a reduced cost estimate.  I never received anything from him.  That is not the fault of weather.  He called once while we were away from home and left no voicemail or message.  He never tried again.  I only noticed a missed call and did not research who it was from until today.  It is not my responsibility to keep chasing after this company to do the right thing.  It is obvious they do not understand what "doing the right thing is".  They just point fingers and say Too bad, it's the products fault, not ours. 
Sincerely,
[redacted]