Guardian Roof Systems

Revdex.com: This letter is to inform you that Guardian Roof Systems has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/6/6:29:PM and assigned ID [redacted] Regards,

Here at Guardian Roof Systems we pride ourselves in the fact that we have one of the quickest response times in the industry, in most cases within 12-hours of a leak being reported Once our office was contacted directly concerning the two leaks at this property we scheduled a time to investigate the cause of the leak This was several days after being reported due to the availability of the customer to meet us on the property Our technicians arrived on 7/24/and determined that the leak was not due to our installation The two leaks in questions were located in the living room, one near the fireplace mantle and the other several feet away Upon inspection of the roof we found rust holes around the center of the chimney cap that could allow water to penetrate into the property We checked all of our flashing around the chimney as well as the chimney cricket and found no issues or improper installation We went ahead and installed caulking around the chimney cap in order to provide a temporary fix until the customer could hire a chimney company to replace it We also noted that there was a lack of caulking on the trim going up the chimney siding and had wider than gaps We informed the customer that we would send someone back out to their property to caulk these areas if they wanted us to, but that we did not feel that was the cause of the leak We did not install this siding and were not obligated to make such an offer, but did as professional courtesy The second leak was determined to be coming from an exhaust vent on the North slope We checked the seal on this vent and found that the installation was done properly and to manufacturer specifications After speaking with the homeowner we were informed that the leak occurred when a major thunderstorm came from the North with high winds and heavy rains This vent was located on the North slope and based upon the profile of the vent type and degree of slope, could have leaked due to wind driven rain Since we were unable to find any roof damage or installation errors we moved our inspection to the attic to get a better look from the interior of the property We found no moisture or signs of water penetrating through the roof deck surrounding the chimney but did see signs of moisture on the framing of the chimney We informed the customer that this leak was coming in through the damaged chimney cap and traveling down the wood framing of the chimney Again we did inform the customer that our temporary repairs made to this chimney cap would not last and would need to be addressed by a chimney company or it would more than likely leak again When we inspected the area around the vent located on the North slope, we found that this was actually a dryer vent and that it had a pipe going up to the roof vent When water was forced through the vent during the storm, it was able to travel down this pipe Several feet down this pipe there was a support strap holding it into placeWhen water travels down a pipe like this and hits a strap, or any obstruction, it will begin to drip and usually not travel any further down the pipe This strap was located directly above the area where the second leak occurred We went ahead and collapsed part of the roof vent facing away from the roof so that it would be harder for wind driven rain to penetrate through in the chance another storm came in from that direction with heavy winds We also added some caulking on the up-slope part of the vent for added protection even though it was already sealed We informed the customer that there is special roof vent for dryer vents and that we would install one free of charge if they wanted All of this was explained to the homeowner the day our inspection took place I was contacted via email by the woman of the home wanting a full explanation of our findings and if the interior damages would be covered by Guardian Roof Systems We tried calling the customer on 7/29/to discuss our findings and were unable to reach her We followed up with an email on that same day explaining our findings in detail This email was posted by the customer when filing this complaint The home owner wanted us to pay for the interior damages that occurred but since they were not caused by a defect on the roof or installation error by Guardian Roof Systems, they were not covered under our warranty We did offer to refer them to another contractor that would give them a fair price for the work that was needed We have not been contacted by this customer since this email was sent to them on 7/29/which would tell me that our temporary fix of the chimney cap and changes on the roof vent fixed the issues that they were experiencing Now almost a year later we received this complaint through the Revdex.com saying that their roof is leaking One of the repairs made was stated as being a temporary fix and needed to be addressed by a chimney company I cannot vouch for the professionalism of the contractor they hired to look at the roof, nor have I been provided any photos from this contractor or the customer I can tell you that when installing flashing details we always install an ice and water shield around all penetrations and under all flashing This is a self-adhering product that seals to the roof deck and although is not required, is a standard protocol for Guardian to insure extra protection in areas most susceptible to leaks We then install our roofing felt over the top of that before installing our shinglesWe install all penetrations and flashing details to manufacturer specifications I can also say is that we stand by our workmanship and we honor our warranties If there is a roof leak caused by our installation, meaning not storm related, we will fix it free of charge and we will cover any miscellaneous damages that occur due to that roof leak When we responded to this leak, the inspections was performed by our most senor installation supervisor and one of our installers that has been working for us for over years Our supervisor has performed thousands of roof inspections and is truly a specialist at finding the cause of a residential roof leak This is why [redacted] , one of the largest shingle manufacturers in North America, hires Guardian to inspect all of their warranty claims in Houston, TX When they want to know if their product is failing or if a contractor made an error during roof installation, they call on us Bottom of the line is that we would happily return to this property if the homeowner is still experiencing leaks We responded without hesitation to the first time the customer contacted us concerning a leak believed to be from their roof I am not sure why they would not contact us directly if they felt they were having a similar issue again We are obligated under our warranty with this customer to insure their roof is water tight and to cover any damages if it is not, but cannot respond if we are never notified Instead we are expected to take the word of a random contractor hired by the customer whom we know nothing about We are being asked to pay for damages that we have seen no pictures of, received any description of, and were never contacted about by the homeowner We do not plan on paying this amount based upon a suggestion of a random contractor Furthermore we must state that if repair work is made to this roof that is not provided by or agreed upon with Guardian Roof Systems, that the customer will void their roof warranty they currently have at this property If this customer is experiencing leaks that they feel are coming from their roof or work that we have done to their property, then they should be contacting our office directly so that we can assess these issues We cannot be expected to resolve any issues that we are not notified of Respectfully Submitted,Michael A [redacted] PresidentGuardian Roof Systems

Here at Guardian Roof Systems we pride ourselves in the fact
that we have one of the quickest response times in the industry, in most cases
within 12-24 hours of a leak being reported. 
Once our office was contacted directly concerning the two leaks at this
property we scheduled a time to...

investigate the cause of the leak.  This was several days after being reported due
to the availability of the customer to meet us on the property.  Our technicians arrived on 7/24/14 and
determined that the leak was not due to our installation.  The two leaks in questions were located in
the living room, one near the fireplace mantle and the other several feet away.  Upon inspection of the roof we found rust holes
around the center of the chimney cap that could allow water to penetrate into
the property.  We checked all of our
flashing around the chimney as well as the chimney cricket and found no issues
or improper installation.  We went ahead
and installed caulking around the chimney cap in order to provide a temporary
fix until the customer could hire a chimney company to replace it.  We also noted that there was a lack of
caulking on the trim going up the chimney siding and had wider than normal
gaps.  We informed the customer that we
would send someone back out to their property to caulk these areas if they
wanted us to, but that we did not feel that was the cause of the leak.  We did not install this siding and were not
obligated to make such an offer, but did as professional courtesy.  The second leak was determined to be coming
from an exhaust vent on the North slope. 
We checked the seal on this vent and found that the installation was
done properly and to manufacturer specifications.  After speaking with the homeowner we were
informed that the leak occurred when a major thunderstorm came from the North
with high winds and heavy rains.  This
vent was located on the North slope and based upon the profile of the vent type
and degree of slope, could have leaked due to wind driven rain. 
Since we were unable to find any roof damage or installation
errors we moved our inspection to the attic to get a better look from the interior
of the property.  We found no moisture or
signs of water penetrating through the roof deck surrounding the chimney but
did see signs of moisture on the framing of the chimney.  We informed the customer that this leak was
coming in through the damaged chimney cap and traveling down the wood framing of
the chimney.  Again we did inform the
customer that our temporary repairs made to this chimney cap would not last and
would need to be addressed by a chimney company or it would more than likely leak
again. 
When we inspected the area around the vent located on the
North slope, we found that this was actually a dryer vent and that it had a pipe
going up to the roof vent.  When water
was forced through the vent during the storm, it was able to travel down this
pipe.  Several feet down this pipe there
was a support strap holding it into place. When water travels down a pipe like
this and hits a strap, or any obstruction, it will begin to drip and usually
not travel any further down the pipe. 
This strap was located directly above the area where the second leak occurred.  We went ahead and collapsed part of the roof
vent facing away from the roof so that it would be harder for wind driven rain to
penetrate through in the chance another storm came in from that direction with
heavy winds.  We also added some caulking
on the up-slope part of the vent for added protection even though it was already
sealed.  We informed the customer that there
is special roof vent for dryer vents and that we would install one free of
charge if they wanted. 
All of this was explained to the homeowner the day our
inspection took place.  I was contacted via
email by the woman of the home wanting a full explanation of our findings and
if the interior damages would be covered by Guardian Roof Systems.  We tried calling the customer on 7/29/14 to
discuss our findings and were unable to reach her.  We followed up with an email on that same day
explaining our findings in detail.  This
email was posted by the customer when filing this complaint.  The home owner wanted us to pay for the
interior damages that occurred but since they were not caused by a defect on
the roof or installation error by Guardian Roof Systems, they were not covered
under our warranty.  We did offer to
refer them to another contractor that would give them a fair price for the work
that was needed.
We have not been contacted by this customer since this email
was sent to them on 7/29/14 which would tell me that our temporary fix of the chimney
cap and changes on the roof vent fixed the issues that they were
experiencing.  Now almost a year later we
received this complaint through the Revdex.com saying that their roof is leaking.  One of the repairs made was stated as being a
temporary fix and needed to be addressed by a chimney company.  I cannot vouch for the professionalism of the
contractor they hired to look at the roof, nor have I been provided any photos
from this contractor or the customer.  I
can tell you that when installing flashing details we always install an ice and
water shield around all penetrations and under all flashing.  This is a self-adhering product that seals to
the roof deck and although is not required, is a standard protocol for Guardian
to insure extra protection in areas most susceptible to leaks.  We then install our roofing felt over the top
of that before installing our shingles. We install all penetrations and
flashing details to manufacturer specifications.  
I can also say is that we stand by our workmanship and we honor
our warranties.  If there is a roof leak caused
by our installation, meaning not storm related,  we will fix it free of charge and we will
cover any miscellaneous damages that occur due to that roof leak.  When we responded to this leak, the
inspections was performed by our most senor installation supervisor and one of
our installers that has been working for us for over 5 years.  Our supervisor has performed thousands of
roof inspections and is truly a specialist at finding the cause of a
residential roof leak.  This is why
[redacted], one of the largest shingle manufacturers in North America, hires
Guardian to inspect all of their warranty claims in Houston, TX.  When they want to know if their product is
failing or if a contractor made an error during roof installation, they call on
us. 
Bottom of the line is that we would happily return to this
property if the homeowner is still experiencing leaks.  We responded without hesitation to the first time
the customer contacted us concerning a leak believed to be from their
roof.  I am not sure why they would not contact
us directly if they felt they were having a similar issue again.  We are obligated under our warranty with this
customer to insure their roof is water tight and to cover any damages if it is
not, but cannot respond if we are never notified.  Instead we are expected to take the word of a
random contractor hired by the customer whom we know nothing about.  We are being asked to pay for damages that we
have seen no pictures of, received any description of, and were never contacted
about by the homeowner.  We do not plan
on paying this amount based upon a suggestion of a random contractor.  Furthermore we must state that if repair work
is made to this roof that is not provided by or agreed upon with Guardian Roof
Systems, that the customer will void their roof warranty they currently have at
this property.  If this customer is
experiencing leaks that they feel are coming from their roof or work that we
have done to their property, then they should be contacting our office directly
so that we can assess these issues.  We
cannot be expected to resolve any issues that we are not notified of.  Respectfully Submitted,Michael A[redacted]PresidentGuardian Roof Systems

Revdex.com:
This letter is to inform you that Guardian Roof Systems has carried out to my satisfaction the resolution it proposed for my complaint, filed on 2/6/2015 6:29:27 PM and assigned ID [redacted].
Regards,