Krantz

Review: On Nov. 12, 2013 I made the final payment on a Certainteed Landmark architectural roof - Total $5,263. It was installed a few days later. I am pleased with the roof but I am still waiting for the WARRANTY. My husband and I have called approximately once a month. We talked to [redacted], Salesman and to [redacted], Office Manager. They have given us several reasons/excuses. On the quote it says, "This system qualifies for a 50 yr Non-prorated warranty." We believe that we have been patient for 4 or 5 months. Now our fear is that their paperwork has been misplaced. Can you help us?Desired Settlement: A copy of our warranty and assurance that our roof is protected.

Business

Response:

Please see the attached correspondence from CertainTeed in reference to the Warranty requested by the complainant. We have spoken with the customer as well and cleared up the confusion. Although it was not our intent to not have a warranty issued properly, poor training and position transition did play a role. The individual responsible has been re-trained by the manufacturer on how to submit warranties and we have established a redundant system to ensure no future customers have the same issue.

Consumer

Response:

I have received the warranty for my roof. This is the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I consider this complaint resolved.

I can never thank you enough for helping me out in this stressful situation!

Regards,

Review: I contracted with K & H to have my roof repaired (slate). There is daylight showing through the peak of the roof inside my attic. I was told that roofers would come on July 25. No one showed. I called the company twice trying to schedule repair. No new date was set. I have not received any calls. While out of town, the roofers came October 3. I had not been called. An attempt was made, so the bill indicates, to fix my roof. I received a bill on Oct. 7. I called the company. I still see daylight through the roof. I called October 24 to say I would not pay the bill.Desired Settlement: I would like for my roof to be repaired so that I am not seeing light showing through and I do not have any leaks.

Business

Response:

The claimant was informed that we had an extensive wait during the original site visit. I am unable to respond as to why the customer was never informed about the schedule change for July 25 and moved into October as that is an exorbitant about of time difference that is outside our normal wait time for that time period and we have made staffing changes since that time period as well. I will confirm that attempts we¡e made to contact the customer to schedule the repair pr¡or to Oct 3, however, without contact we went forward with the repair knowing the customer along with other individuals had been waiting a long time for repairs (we found out that he was out of town when he returned and contacted us on Tuesday, October 7, 2014. We heard no further information about any issues with the repair until the customers contact with us on October 24th, 2014; the customer noted still being able to see daylight in one small section between two dormers. At that point the customer was told not to pay the invoice until after we returned to again determine the origin of the daylight.

On October 28th, 2014, we repaired the additional noted section and the customer paid the invoice prior to this claim being received by Revdex.com. On this particular repair the sealant used did not fully adhere in a 6" section of the roofing allowing some light to still penetrate the roofing area, however, no leaking was ever reported or noted. Had the customer been present we still may not have been able to determine that the sealant had not set up properly in that small area as it wasn't noted 3 days after the repair when the customer contacted us originally. We do find that filing a Revdex.com complaint on a matter such as this is unnecessary as it has been taken care of prior to the complaint being filed and the noted exaggerated inaccuracies in the customer's description of what took place makes it appear as if we refused to repair the issue the customer found, when in fact we made legitimate efforts to contact the customer to to schedule and we took care of the issue upon it being brought to our attention. We find it further appalling that the customer failed to note in his complaint that we performed extra slate repairs without charging the customer additional for those repairs.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Regards,