June 6, 2016 In response to: ID #[redacted]Dear Sirs,During the last week of March 2016 we received the first phone call from Mrs. [redacted] belligerently accusing Kenyon Roofing of failing to replace the wood dec[redacted] when we replaced their roof in March 2015, because the “roof was warped” and “you should...
pay to fix it”. Bryan K[redacted] did an external inspection of the roof right away.The roof deck is not warped. He explained to Mr. [redacted] that the dimensional shingles do not lay flat on the roo£ giving a false appearance. Only then did the conversation turned to the mold issue. Since mold can be a sign of poor ventilation, carefully inspecting all ventilation aspects is very important, Bryan went right over. He found the ridge vent was in good order but, the soffit vent baffles were so covered with insulation and possibly incorrectly installed, that there was virtually no airflow.We got another phone call from Mrs. [redacted] belligerently accusing Kenyon Roofing removing and incorrectly reinstalling the soffit vent baffles and then accused us of pushing their insulation, covering the soffit venting. Each time being followed with, ‘‘you should pay to fix it”, Mr. K[redacted] explained to Mr. [redacted] that, while the wood decking was off of the roof (a section at a time), our roofers did not, at any time, get into the attic. There was absolutely no need for our crew to remove the soffit baffles and the last thing they want to do is move insulation because it is very irritating to the skin, eyes, face, and lungs. Again Mrs. [redacted] apologized for her behavior on the phone.Our last conversation with the [redacted]’s was pleasant and they were going to contact the insulation installers about the issue. They have never contacted us with a report from an independent engineer or any other report. After lobbing several accusations at us, each quickly followed with ”you should pay for it”, we feel that their complaint is mostly lies and inaccuracies the [redacted]’s request is not reasonable. If the ridge vent was faulty in any way we would be glad toreplace it.We have a long standing reputation in our community for our excellent customer service and satisfaction. Kenyon Roofing is a manufacturer’s certified Master Elite contractor. It takes years to earn that certification. We would more than happy to honor our warranty, if it applied.Thank you,Patty T[redacted]Office Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
There was no offer made in their response to accept. First off the conversations that Kenyon describes are not accurate. We never at any time said “you should pay to fix it” as Kenyon insists. We were quite taken aback that they were so unprofessional in a very serious matter. The facts are that we called four times in a three week period before they would return a call. When they finally called back, we had to press them to come out to the site. They did not move quickly nor did they respond in a professional manner. Mr. Kenyon looked around for 30 seconds and immediately denied any wrong doing, but said he would give us a call back to work something out. He never called back.
We have been attempting to reconcile this issue prior to this complaint in a very reasonable manner. Kenyon roofers refused a copy to the engineer’s report that the insurance company hired to find root cause (we did not hire this engineer, and a copy of the report is provided). They called the engineer and us “[redacted]” and used other profanity when we were trying to be professional. But all of this is secondary to the actual issue, which is the results of the work provided.
The report indicates that the primary cause of the mold, warped decking, and humidity levels was poor ventilation in the ridge vent and soffits. First let’s discuss the soffits. Admittingly, the roofers did not touch the soffit vents and it seems unlikely that they would have touched the insulation. However, the engineering report does indicate that the baffles that were installed prior to the roofing work, were not installed. Simply put the baffles are attached to the decking. When the decking was removed, the baffles were left uninstalled in the attic. Upon inspection of their work, I noticed this and asked them to put them back. They did not install them properly as the report and photos indicate.
Second the ridge vent. With focus on the soffits, it was unclear how impactful the ridge ventilation was. After all of the insulation was removed and soffits were clear, there was still no ventilation in the attic as was proven by a smoke test. A second inspection was done and found the ridge vent was too small, was installed improperly, and was not up to code. The ridge vent itself was replaced, the decking space at the ridge was one inch too small and had to be cut back, and the netting material between the vent and the attic was too compacted obstructing air flow. As Kenyon refused to take my calls, I had the repair work done by another company to prevent any more damage to the house.
After this repair work, the attic is finally in good shape. However, it would have all been avoided if Kenyon installed the baffles and ridge vent properly. I am simply asking Kenyon to be professional and honor their warranty.
Regards,
[redacted]
June 6, 2016 In response to: ID #[redacted]Dear Sirs,During the last week of March 2016 we received the first phone call from Mrs. [redacted] belligerently accusing Kenyon Roofing of failing to replace the wood dec[redacted] when we replaced their roof in March 2015, because the “roof was warped” and “you should...
pay to fix it”. Bryan K[redacted] did an external inspection of the roof right away.The roof deck is not warped. He explained to Mr. [redacted] that the dimensional shingles do not lay flat on the roo£ giving a false appearance. Only then did the conversation turned to the mold issue. Since mold can be a sign of poor ventilation, carefully inspecting all ventilation aspects is very important, Bryan went right over. He found the ridge vent was in good order but, the soffit vent baffles were so covered with insulation and possibly incorrectly installed, that there was virtually no airflow.We got another phone call from Mrs. [redacted] belligerently accusing Kenyon Roofing removing and incorrectly reinstalling the soffit vent baffles and then accused us of pushing their insulation, covering the soffit venting. Each time being followed with, ‘‘you should pay to fix it”, Mr. K[redacted] explained to Mr. [redacted] that, while the wood decking was off of the roof (a section at a time), our roofers did not, at any time, get into the attic. There was absolutely no need for our crew to remove the soffit baffles and the last thing they want to do is move insulation because it is very irritating to the skin, eyes, face, and lungs. Again Mrs. [redacted] apologized for her behavior on the phone.Our last conversation with the [redacted]’s was pleasant and they were going to contact the insulation installers about the issue. They have never contacted us with a report from an independent engineer or any other report. After lobbing several accusations at us, each quickly followed with ”you should pay for it”, we feel that their complaint is mostly lies and inaccuracies the [redacted]’s request is not reasonable. If the ridge vent was faulty in any way we would be glad toreplace it.We have a long standing reputation in our community for our excellent customer service and satisfaction. Kenyon Roofing is a manufacturer’s certified Master Elite contractor. It takes years to earn that certification. We would more than happy to honor our warranty, if it applied.Thank you,Patty T[redacted]Office Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
There was no offer made in their response to accept. First off the conversations that Kenyon describes are not accurate. We never at any time said “you should pay to fix it” as Kenyon insists. We were quite taken aback that they were so unprofessional in a very serious matter. The facts are that we called four times in a three week period before they would return a call. When they finally called back, we had to press them to come out to the site. They did not move quickly nor did they respond in a professional manner. Mr. Kenyon looked around for 30 seconds and immediately denied any wrong doing, but said he would give us a call back to work something out. He never called back.
We have been attempting to reconcile this issue prior to this complaint in a very reasonable manner. Kenyon roofers refused a copy to the engineer’s report that the insurance company hired to find root cause (we did not hire this engineer, and a copy of the report is provided). They called the engineer and us “[redacted]” and used other profanity when we were trying to be professional. But all of this is secondary to the actual issue, which is the results of the work provided.
The report indicates that the primary cause of the mold, warped decking, and humidity levels was poor ventilation in the ridge vent and soffits. First let’s discuss the soffits. Admittingly, the roofers did not touch the soffit vents and it seems unlikely that they would have touched the insulation. However, the engineering report does indicate that the baffles that were installed prior to the roofing work, were not installed. Simply put the baffles are attached to the decking. When the decking was removed, the baffles were left uninstalled in the attic. Upon inspection of their work, I noticed this and asked them to put them back. They did not install them properly as the report and photos indicate.
Second the ridge vent. With focus on the soffits, it was unclear how impactful the ridge ventilation was. After all of the insulation was removed and soffits were clear, there was still no ventilation in the attic as was proven by a smoke test. A second inspection was done and found the ridge vent was too small, was installed improperly, and was not up to code. The ridge vent itself was replaced, the decking space at the ridge was one inch too small and had to be cut back, and the netting material between the vent and the attic was too compacted obstructing air flow. As Kenyon refused to take my calls, I had the repair work done by another company to prevent any more damage to the house.
After this repair work, the attic is finally in good shape. However, it would have all been avoided if Kenyon installed the baffles and ridge vent properly. I am simply asking Kenyon to be professional and honor their warranty.
Regards,
[redacted]