Hanley Construction Inc

To Whom It May Concern,
On behalf of *** *** I would like to acknowledge that we have received and reviewed the complaint filed by *** ***. *** *** is currently out of the office until January 3, and will respond accordingly upon his return.
If there are any further
questions or concerns prior to *** *** return, please don't hesitate to contact our office at #***
Thank you for your time and Happy Holidays!

Date: 1/9/2017
To:  Revdex.com                                                                                                                      
PO Box 1000
DuPont, WA 98327
Attn:  [redacted]
  Resolutions Consultant 
Re:       ID [redacted]
Dear [redacted]
Thank you for contacting us regarding the recent claim filed by [redacted]  After reviewing his complaint, there are several discrepancies in regards to our workmanship, as well as the series of events that lead [redacted] to filing with your agency.  As a longtime, local business owner, our workmanship and customer satisfaction are paramount to us.  I have addressed his concerns below and provided as much background as possible to ensure a fair and truthful assessment of the situation.
We completed the roof replacement and 3-layer built in gutter system at the [redacted] Residence in March of 2005.  From the time of the completion of the project until October of 2016, there was never any contact from [redacted] regarding our workmanship or any roof related issues that he may have experienced.  Upon completion of the project, [redacted] was provided with a manufacturer’s warranty, as well as our 20-Year Workmanship Warranty.  Had he contacted our office at any time over the course of the 11 years, we would have sent out a technician to review and repair the situation, had it fallen under our workmanship.  [redacted] did not contact our office until the pending sale of his former residence in October of 2016.  The house was in the inspection process and the home inspector had called out some issues with the gutter system and proper drainage. 
[redacted] stated in his complaint that when he contacted our office to report the problem, he was told that we do not keep records that date that far back and that we would not proceed without his warranty information.  We do not maintain warranty records prior to 2009.  We upgraded our database that year and the warranty information is provided to every customer upon the completion of the project.  We do have record of every job, including material list and final invoice prior to 2009.  [redacted]’s project was verified and a technician was dispatched to his former residence on 10/24/2016.  The technician who visited the site did not find any leaking gutter issues but did find that the gutters and drains were clogged due to lack of maintenance.  The clogged drains caused the gutters to fill up and overflow with water.  This water would travel under the cap metal flashings and flow down the fascia which over the course of 11 years damaged the fascia.  During the technician visit he also removed cap metal to confirm that the gutter membrane extended to the outside edge of the fascia per our standard installation procedure. 
After our technician visited the site I, [redacted] contacted [redacted] to discuss the findings of our technician’s site visit.  In speaking with [redacted] he stated that he did not perform regular maintenance (i.e. cleaning the gutters) and that drains would clog and water had flowed over the fascia for years.  He also stated that the drains were too small and should have had larger drains installed at the time of the roof replacement in 2005.  From memory I recalled that we installed 2” drains at the time of the reroof as all of the drains were internally plumbed using 2” ABS pipe.  [redacted] stated that this was incorrect and that the plumbing was 3” instead of 2”.  [redacted] also stated that the gutters were not sloped properly.  I informed [redacted] that this style of “built-in or concealed” gutter system is sloped according to the framing of the house.  This type of gutter system typically is flat and has no slope.  We have roofed hundreds of homes over the years with this type of gutter system and have never seen one that has built-in slope.  To add slope to this type of system would be a huge undertaking much more involved than the replacement of the roof.  In over 36 years of being in the roofing business we have never been requested to slope a built-in or concealed gutter system.  During this conversation, I informed [redacted] of these facts and that I would personally revisit the site and confirm the diameter of the interior drain plumbing. 
After speaking with [redacted] I revisited the site and confirmed that the interior drain plumbing was indeed 2” ABS.  At this site visit I also performed an inspection of the roof and did not find any issues with the installation of the membrane gutter or the composition shingle roof.  While onsite I called [redacted] to inform him of my findings.  During this call, I informed [redacted] that we used 2” drains as that was the largest drain we could install without completely removing all of the interior plumbing which was outside of our contract and is not work that we perform.  On this residence, all the drain piping is concealed inside of faux columns and not accessible without completely dismantling the columns which is outside of the services we offer.  This would require an experienced finish carpentry contractor, a plumbing contractor and a painting contractor and would have most likely have exceeded the entire cost of the roofing project.  The drain size that we installed matched the drain size that was existing.  The only difference was that the previous owner regularly maintained the gutters which prevented any resulting water damage.  I informed [redacted] of these facts and that the water damage was due to prolonged lack of maintenance and was not a workmanship issue.  I also informed him that if the gutter membrane or the composition shingle roof leak due to workmanship issues we would repair the composition shingle or membrane free of charge.  We even went as far as contacting the new owner of the home to state that we would stand behind our workmanship warranty until it expires in 2025. 
In conclusion I do not feel that we are liable for any damage resulting from prolonged lack of maintenance.  During my conversation with [redacted] he was fully aware that the drains were clogged for prolonged periods of time and that water would regularly flow over the cap metal flashing and down the fascia.  We fully stand behind our workmanship warranty and will continue to do so until it expires in 2025.  We value our reputation for quality and customer service but do not feel liable for any of the damage referenced in this Revdex.com complaint.  Feel free to contact me via phone or email if you have any questions.

On November 16, 2015, Revdex.com received a complaint by Mr. [redacted], consumer. Although Hanley Construction was not made aware of the complaint to the Revdex.com at this time, Mr. [redacted]'s complaints regarding his roofing project by Hanley Construction had been addressed by this company. Hanley Construction...

requested on behalf of Mr. [redacted] a manufacturer's warranty wavier and offered to repair described issues at no further cost to Mr. [redacted]. Multiple attempts by Hanley Construction to resolve these matters have not been successful and this has now become a retained counsel legal matter between the two parties. However, it is significant to mention that on November 17, 2015, via an email communication between Mr. [redacted] and Julie M[redacted], Hanley Employee, Mr. [redacted] acknowledged Hanley Construction's effort to obtain a manufacturer's warranty waiver on Mr. [redacted]'s behalf in response to his concern. Included in the email communication is a statement from Mr. [redacted], "I'm relieved that this is no longer an issue. I'll have the Revdex.com complaint is updated right away." This email led Hanley Construction to believe that if a Revdex.com complaint by Mr. [redacted] had been made, it would be withdrawn and no further action would be taken.
 
From: Julie M[redacted] Sent: Tuesday, November 17, 2015 10:47 AMTo: '[redacted]' <[redacted]@gmail.com>Subject: RE: InterWrap Product
 
Hello [redacted],
I’m glad to hear that you are getting a resolution to this situation.
Yes, Morgan did request a waiver for your warrantee from Certainteed, the materials manufacturer.  You will also receive a copy of this letter with your project closing packet.
Please do not hesitate to contact me again if I can be of further assistance to you.
I hope you have a great rest of your day!
Julie M[redacted]
Hanley Construction Inc
Main Office:  360-876-0870
Bainbridge Island:  206-842-4321
Gig Harbor:  253-851-0113
Fax:  360-769-9688
www.hanleyroofing.com
From: [redacted] [mailto:[redacted]@gmail.com] Sent: Tuesday, November 17, 2015 10:43 AMTo: Julie M[redacted] <[email protected]>Subject: InterWrap Product
 
Julie,
 
I just spoke to Steve at InterWrap about the use of staples on the Underlayment.  I understand Hanley will be getting a letter from that company stating that the warranty is good and that I'll get a copy of that letter.  I regret that I didn't call before I before I brought it up.  I'm relieved that this is no longer an issue.  I'll have the Revdex.com complaint is updated right away.
 
Thanks again for your help in forwarding as necessary
 
[redacted]

Complaint: [redacted]I am rejecting this response because:
I lack the experience that Hanley Construction has in dealing with these issues so I've asked for help from a firm in Tacoma and they have asked for all contact regarding this matter to go through them.  The response from the business is misinformation.Sincerely,[redacted]