J3 Systems, LLC - Lone Mountain Roofing

We will try and make contact with the customer as we have not been contacted by the customer regarding any issuesAs is standard policy, we will set an apptand investigate all potential problem areas whether on the roof or outside the roof systemThen either make repair to the warranted roof system or make suggestions to the homeowner as to repairs necessary outside the system

Complaint: [redacted] I am rejecting this response because: My plumber noted issues with roof and took photos before installationsThe installer required penetration for air conditioner he installedI am being charged 554.63repaired leaks and flashed penetrationsI will pay repairs for penetrations only [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] I emailed Joel and am still waiting for his response As soon as he responds I will write you back with approval or reject Thank you for your help this far.***

We have met with the homeowner at her property and discussed her options moving forwardA written proposal was submitted and the homeowner is free to choose the course of action that best suits her situation

The bill the customer is questioning involves making repairs to new penetrations made by the customers contractors some time after the roof was installed in October of It for there to be a charge for additional work completed after the time of roof installation

We appreciate the concern of this homeowner and
unfortunately there has been a communication errorFortunately, our
vehicles are all monitored by active GPS monitoringUpon review of the file, Joel, a
project manager with an excellent track record, was confirmed to arrive for
the
scheduled appton August 17th at 8:34:AMHe did try to make
contact with the homeowner, but there was no responseUnfortunately we are not
able to inspect or make repairs on an initial visit without the homeowner
present to direct us to the problem areaThis was a communication gap on our
part. It is also noteworthy that we have no record of this homeowner as this home was warranted to a previous homeowner and the warranty was never transferred with the required inspections and transfer fees to the new homeowner as specified on the warranty
Several additional attempts have been made to make contact
unsuccessfullyWe will continue to attempt to make contact for a mutually
agreeable time of meeting either with homeowner or a homeowner appointed
representative

The customer called our office reporting leaks on her warranted roofWe responded and upon inspection found two new A/C units installed along with penetrations made through the roof system without properly sealing the new penetrationsAs her warranty states, when any alterations are made to the roof, she is required to notify us so the roof can be properly sealed and to maintain the warranty This was not doneCutting holes in the roof will obviously lead to leaking problems without proper flashingThe leaks were solely caused by the holes created on the roof by the homeowner/mechanical contractor, not by any failure of the installed systemWe did complete the necessary repairs, which included properly sealing and flashing in the two new pipe penetrations as well as replacing a missing vent capThese were justifiable billable actions. The customer was solely charged for the work completedOur standard rate is $250.00+tax per penetration, to send a crew out to make the repairs Any additional maintenance work completed was not charged to the customerAs a matter of good will, we are willing to give a 10% previous customer discount

I would like for this complaint to stay open until the roof is fixed and I get a second roofing com[redacted]y to check the work that was done from Lone Mountain Roofing at the cost of Lone Mountain Roofing.  I placed a call and left a voicemail message for Johnny S[redacted] to change the warranty into my name.  Waiting for a call back, and will make arrangements for the damage to be repaired, once the warranty is transferred.Thank you,[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

We have met with the homeowner at her property and discussed her options moving forward. A written proposal was submitted and the homeowner is free to choose the course of action that best suits her situation.

As was stated before, we will continue to make effort to
contact the new homeowner.  As we do not
have an active warranty with this customer, we will follow the terms of the
warranty presented to the homeowner of contract. Once the terms of transfer are
completed, as clearly stated on the warranty, should the new homeowner want to
proceed, the warranty will be transferred into her name.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] I emailed Joel and am still waiting for his response.  As soon as he responds I will write you back with approval or reject.  Thank you for your help this far.[redacted]

We will try and make contact with the customer as we have not been contacted by the customer regarding any issues. As is standard policy, we will set an appt. and investigate all potential problem areas whether on the roof or outside the roof system. Then either make repair to the...

warranted roof system or make suggestions to the homeowner as to repairs necessary outside the system.

Complaint: [redacted]
I am rejecting this response because:First of all, I have a voicemail message proof that they do not need home owner present, and that he would be here between 9:30 and 10:00 am.  If Joel came at 8:43 and nobody opened the door, I was trying to get a little sleep since I had a 12 hour shift that night.  I woke up around 9:15 and waited until about 11:00 then tried calling both the com[redacted]y and Joel to see what was going on only to end up having to call in to work since I didn't sleep.  As for Joel, he may have a great record with the com[redacted]y, but my experience with him is anything but.  He claims to have tried to contact me multiple times, yet I have no missed calls, voicemails or a even a note on the door.  I have made it clear to both the com[redacted]y and Joel that I work graveyard shift and that I would contact them ASAP.  As for the warranty, the need for a transfer was never brought up at the time of purchase of the home.  I am more than willing to pay the transfer fees if they will accept the home inspection that said everything was fine.  I'm just trying to make my home safe for my family, and I hope Lone Mountain Roofing will work with me to make this possible.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint:...

[redacted]
I am rejecting this response because: My plumber noted issues with roof and took photos before installations. The installer required 2 penetration  for air conditioner he installed. I am  being charged 554.63repaired leaks and 2 flashed penetrations. I will pay repairs for penetrations only.
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

7-1-16 In response to the attached complaint, we submit the following: At the time of installation (10 years ago , the referenced vent was abandoned and requested to be removed. We completed as requested. When a new vent is installed in the roof(10 years after original installation) there is a...

charge for the material and labor to flash it in.At the time of installation tapered insulation was added around existing skylights to improve water drainage. This was accomplished. The skylights, with the additional insulation maintained adequate space above the roof level. As with any item exposed to the elements, skylights need replacement once they are past there serviceable life.  Our bid includes raising the existing curbs and installation of new skylights to meet the current desires of the customer. We believe that all requests by customer are additional work outside of warranty items and are happy to complete work as proposed if desired by the customer.