Lane House Construction Inc.

Awful! Absolutely awful! We were told the roofing crew would be here 9/6/would finish in one dayWe were told the siding crew would be here the day after and finish in two daysAfter the siding, we were told the gutters and soffits, fascia would be done the next dayWe called the office to confirm on 9/2/that the crews would be out on 9/6/since no one had followed up with us since the first part of AugustWe were told the roofers would not be out until 9/13/and siding wouldn't be out until 9/19/We asked if there was anything else that could be done since we were told a different timeframeThey were able to switch around the schedule and have the siding work start on 9/14/The roofers were GREAT! They were prompt and worked non-stop on 9/13/Juan and his crew were fantasticThen, the nightmare startedThe siding "crew" of two men showed up on 9/14/After working until about 2pm, they decided to leaveLarge nails were left all over the front porch, back deck, driveway, sidewalk, etcThere was trash everywhere! We were shockedNeedless to say, they had enough time to rip off all the siding and that was about itOn Thursday, we got a call at noon saying there was no one working on the house because the foreman got food poisoningDonovin came out Thursday night and apologized and said the crew would be out on Friday and would be finished by the end of day on FridayFriday it rained so no crew againWe were told Saturday all the crews would be here and finish the job on SaturdayThe two-man siding crew were here around 8am and left at 2pmOnly one side of the house was sidedWhen they told us they were leaving my husband said we were told everything would be finished on SaturdayThe response was "yeah, the office and sales guys don't know what they are talking about." The way it is going, we will not have our house completed for another weekAgain - the other sides of the house are completely exposed as all the other siding is ripped offWe also again had to go around and pick up trash, debris, nails, screws, etcfrom around the house to avoid getting anything in our car tires or having our young children step on themThese are just the nails and screws easy to see on the porch, sidewalk, driveway, and deck - I can only imagine what is in the yardDo NOT hire this company! Do NOT do business with them!

Initial Business Response /* (1000, 5, 2014/09/30) */
Lane House contracted with *** *** May of for a Roof, Porch, Siding, Soffit, Fascia, Gutter, Windows, Gate & Gate StainWe completed about 85% of this work right away, then we had a few problems with her porchWe built the
porch the first time per contract, Ms*** did not like it, so we rebuilt it as she wanted, AT NO CHARGEThis was a insurance job, there was interior work and exterior work, we were only contracted for the exterior work, but when her interior guy stopped answering her calls, she was blaming Lane House for itAs of August 28, 2014, this job is perfect and completedI talked to Ms*** about a week later to ask her what repairs she had per her Revdex.com complaint, she could not name anythingFinally, after minutes of going back and forth, she said there was no drip edge on her roof and wanted one of our guys to come out and show herI told her that there was dripedge on her roof and if I was to send one of our guys out, he would need to collect the final check and he would have her lein waviers and warrantiesShe said kept saying well there is more, ectI asked her to tell me what the repairs are so the guy that came out would be prepared with the tools he neededShe never could tell me what the repairs are because there are no repairs to be done out hereI am not sure why this Revdex.com complaint was made but her house is completed and perfect and there are no repairs to be done at Ms*** houseIf she ever really does have a repair, we will get out there RIGHT AWAY to take care of it, but as of now, there are no repairs to be done
Initial Consumer Rebuttal /* (3000, 12, 2014/10/07) */
They are saying a member of the family couldn't point out what was wrongWe had to get other people to point out what these different items were because we are not involved in the construction fieldThey knew when it came to those details that you need to know about, they were not about to tell usWe would have missed a lot of things they didn't do if we had not done thisI want to keep my complaint because the business response does not resolve the issue
Final Consumer Response /* (3000, 17, 2014/12/10) */
12/11/14: They came in when we had a tornado and took advantage of usWhen we had another contractor come they pointed out all kinds of things done wrongI want the $18,they were paid in insurance moneyI am not sure what I still owe Lane HouseLet me call you tomorrow
12/12/14: I am on a call on another phone and will need to call you back
12/15/14:: Mediator received voice mail message from consumer
12/16/14: They did about 70% of the work and what they did was wrongI don't want anything done and don't want them backThey have been paid for the amount of work completedI just want the Revdex.com and other people to know that Lane House should be watchedI don't wish to proceed with mediation and want the case closed

Initial Business Response /* (1000, 7, 2014/08/22) */
The contract that was signed and agreed upon between Lane House Construction and ** *** has been completedWe have the contract on file if you need a copy of the contract we can do soIf there is other work that is desired we will be
more than happy to come and give a bid for it
Initial Consumer Rebuttal /* (3000, 9, 2014/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My question is, does Lane House claim he contract has been completed, when I have a warped unsightly sheet metal on the side of my porch? If the contract called for material that would not holdup, something went wrong right from the beginningBeing in the construction business, they should have the knowledge of what will work
Talking to the workers, I offered to pay for an upgraded materialTheir comment was "No, we want to make it right we will order a replacement and have it installed."
Then came the stalling tacticsEach phone call resulted inIt's an order.....it will be in soon; the last one...the work will be completed by July 4th
After which phone calls were not returned*** ***, the office manager, was very extremely rude on two separate occasions
I definitely do not want a bid for any work from Lane House on this project or any future projects

we couldn't be happier with the personal service, quality of workmanship and overall experience we had with Lane House Construction Above and beyond personal attention and professionalism both with the office and the workmen All around excellent

Lane House Construction did an excellent job replacing our hail-damaged roof and siding Given both their quality service and workmanship, they have our recommendation!

Initial Business Response /* (1000, 11, 2014/08/26) */
*** *** our production manager, went out to *** house at the end of July, when he came back he showed me, *** *** (General Manager) a bunch of pictures of the damaged roof, which is a manufacture defectI called *** on
July at 2:22pm, she did not answer, so I left her a voicemail saying to call her insurance company to have them come out and take a look at the roof for storm damage (Roof defects look alot like s/dEven though we knew it was a roof defect, its always good to have it in writing from an insurance company when you are turning in a claim to a manufacture) and once she did that, to pull her roof warranty information and call IKO to start the claim*Please note: Manufactures DO NOT let the contractor call in the claim or else we would have done it for her* I had not heard anything from her and *** *** said she had called him again wondering what to do since her insurance company had came out, so I called her AGAIN on August at 4:16pm saying to get out her IKO roof warranty information and call them and if she could not find the number, to call me and I could get it for herShe called *** *** again on August 18th saying she had not heard anything from me, even though I had called her twice, confirmed I had the right number with the number she called *** from, and her v/m says *** ***, so I knew I had been calling the right numberThe only way she could have not heard my voicemails is, if she hasn't checked themSo since she was "not recieving" my calls, on August 19th I put a letter in the mail stating: ***, Attached you will find the warranty information from IKO, there is also a number at the bottom (which I highlighted) so you can call in your warranty claimAfter you call the claim in, they should send you a packet in the mail and you can call me and I can help you fill it outIf you have any questions before calling your claim in, always feel free to call, my number is XXX-XXX-XXXX or you can call ***Thanks *** *** Office ManagerEvery since I sent that letter, I have yet to hear anythingShe knows the office number and can ALWAYS call me if she has any issues/questions

Initial Business Response /* (1000, 5, 2014/07/16) */
Our service guy went out to the home on 7/11/and took care of what needed to be done to satisfy the customer
Initial Consumer Rebuttal /* (3000, 7, 2014/07/22) */
(The consumer indicated he/she DID NOT accept the response
from the business.)
The company has never contacted meMy original salesman does not work for Lane anymoreI contacted him about this and he did the windows for me because he said "it was the right thing to do"I want it to be very clear that no representative of Lane either contacted me from the date of completion, nor did a service person from Lane finish my windows
Final Consumer Response /* (3000, 13, 2014/10/01) */
10/02/14: Mediator left a message for consumer
10/7/14: I don't know if the problem is fixed yetI am at work right now but my wife told me the manager was on his way to our placeI will let you know once the dispute is resolved
10/16/14: Problem solvedThey came out to get the issue fixedI am satisfied with the result
Final Business Response /* (1000, 14, 2014/10/01) */
10/7/14: Manager is out there today trying to resolve the issue with consumerWe will let you know when the dispute is resolved

Initial Business Response /* (1000, 6, 2015/02/27) */
The roof was completed in January of 2012 from then until January 2015 there has been no issue what so ever. No leaks, no blown off shingles and no water damage of any kind. So for this sudden problem with the furnace pipe to be placed on...

Lane House Construction is really not fair. The pipe is old galvanized metal piping. We have a video of this as well that we would be happy to send via email. The pipe is rusted in many places to the point where it's releasing hot steam into the attic. If this issue was caused by Lane House it would've shown up during the cold months of 2012, 2013 and 2014. Our first call from the customer didn't occur until January 2015. Galvanized metal rust that's why now, most heating pipes are done in stainless steel or aluminum. Which does not rust. We are not at fault because his old galvanized pipe has now reached that point where it rusted all the way out and the heat is leaking into the attic causing the condensation that exist.This is not a roofing issue, the customer needs to replace their old rusted out heating pipe.
Initial Consumer Rebuttal /* (3000, 13, 2015/03/06) */
Reply to Lane House 2-27-15 Response
We would first like to bring attention to two points that we have brought up that Lane House has not addressed in their response.
1.) After a supervisor finally contacted us on January 19, 2015, and we reported that there was a problem in our attic due to a faulty reinserted flue pipe section, he agreed to our request to come out the following day on January 20 to assess the damage, but did not show up. Lane House, in their response, does not explain why they failed to make an appearance or failed to contact us again in any other way.
2.) Lane House also does not explain why they charged our homeowner's insurance company for a storm collar that they never put onto the flue vent.
Now as for the Lane House's claim that the cause of the damage was an old galvanized flue pipe which "rusted all the way out" and that Lane House is not at fault, we have images of the flue pipe taken by a state registered structural engineer. Those images clearly show that such a claim is far from the truth. In the first image presented below, we see the flue pipe as it extends out from the interior of our home and up through the attic. The house is between forty to forty-five years old and the flue pipe is from the original construction. However, if one views the first image, one can see only minor rusting around the elbow joints where the pipe comes out from the interior ceiling. Our attic is well ventilated and there is about a five foot distance between the floor of the attic and the underside of the roof at its peak. Any hot, moist air coming from these lower joints would be very small and would quickly dissipate before condensing on the underside of the roof decking (plywood sheeting).
In contrast, at the other end of the flue pipe, just before it goes through the decking to the outside, we have another matter altogether. We can see this from the second and third images. Clearly the leakage here is not from rusting but from gaps that were caused by the violent and improper reconnection of the top flue section. If fact, if one looks closely at the third image, taken at a different angle from the second, we can see where the end of the top section was crimped so that it could fit inside the sleeve of the lower section. This is the reverse of a proper fitting. The joint here is about three inches away from the underside of the decking, close enough to cause substantial condensation of the decking even in a well ventilated attic. In the fourth image we can see a sample of the rotting and delamination that this condensation has caused.
Lane House is also quite wrong on another fact. Their work on our roof was not completed in January of 2012, as they state, but five months later, in May, well past the winter season. The reason we hired Lane House was to repair roof and other damage to our home from a severe hail storm that occurred during the last days of April, 2012. We also have a copy of the contract and final payment agreement that is dated May 24, 2012.
Lane House states that between 2012 (starting in May, not January) and the first part of this year, 2015, there have been no issues regarding a leaky roof or blown off shingles. That is true, but our complaint is not about the shingling, but about an improperly reconnected flue pipe which Lane House should not have disconnected during their roofing work. Lane House also claims that there was "no water damage of any kind." As one can plainly see from the fourth picture that is quite the opposite. There was plenty of water damage that has caused our roof decking to rot, not from the outside, but from the inside. Lane House claims that if they were at fault the damage would have become apparent almost immediately. We challenge that claim. Although plywood is vulnerable to deterioration from heavy moisture, it is not made out of cardboard. It took more than one winter season for the insidious damage to become apparent, which was when we saw water stains on the ceiling and on the walls next to ceiling near where the flue pipe goes into the attic
The damage was not caused by a "rusted all the way out" flue pipe, but by Lane House workmen improperly reconnecting the flue vent as they reshingled our roof.

Every year Lane House construction teams up with manufacturers of roofing products to give a new roof to a deserving person who otherwise could not get one on there own.This year it was an elderly couple and the man was climbing the roof to repair it. this man had no business on a roof. So at no charge they installed a brand new roof. I also wrote hoping for a roof, due to health problems I cannot repair a roof and being on disability I have very limited funds. I explained in my letter the poor shape of my roof and the fact that one of my gutters froze and fell off . Well [redacted] called and wanted to speak to me. He came to my house climbed up on the roof looked around and said I can't give everyone a roof but I will seal around your vents and put a gutter on for you! Bear in mind this happened after they already gave away a roof! Wow! he said he was blessed with good fortune and wanted to help and I believe him. He sent out a crew and they went to work. Asking for nothing in return not even any advertising endorsements.Now I feel blessed too. Rick [redacted]

I had a new roof installed and some siding work. Excellent work, professional and very prompt. Would highly recommend them.
J.T. Hurley

We were very satisfied with the workmanship and quality of the product. We were treated very professionally from the owner who presented the choices for roof replacement to the men who efficiently and carefully installed the beautiful roof. Any minor issues that occurred during and after the install were quickly addressed.
We used Lane Construction because of a referral and will now refer the company to others. While always a "sticker shock" when given the cost, as it is said, you certainly usually get what you pay for".

Initial Business Response /* (1000, 7, 2016/03/01) */
We replaced the roof and gutters on Ms. [redacted] home at [redacted] Saint Louis, MO XXXXX back in August of 2009. As our office was closed for the Holidays December 23-January 4, Ms. [redacted] called our emergency number and left a voicemail...

on December 28, 2015 demanding someone to come out and take a look at her roof that was leaking due to the pouring down rain we were having. The office manager called her back and told her we couldn't get anyone out there that day because it was currently raining and it would be dangerous o have one of our service guys get on a roof in the rain as he could easily slip and fall, and said we would get someone out there in the next day or 2 when it stops raining. (This is the pouring down rain that went on for 2-3 days, which caused flooding throughout Fenton, Arnold & South County ) Ms. [redacted] was not happy that we were not sending anyone out that day and said she would call someone else. On December 29, Ms [redacted] sent an e-mail to us (Which is attached) stating she had another company come out to fix the repair and they charged her $375 and she wanted us to cover this bill, AND she wanted us to come out and take care of the repair because the $375 company did not repair it correctly. We e-mailed her back saying we would take a look at the bill and would not be able to make it out to her house that day because of the floodings and road closings. The next day, which was January 1, we sent one of our very skilled service guys out to Ms. [redacted] home and got the roof repair taken care of. Over a month later, Ms [redacted] e-mails us asking where her payment of $375 is and she would take a credit for future work. We e-mailed back stating we would not be reimbursing her for her bill as already discussed, she then filed this complaint.
Summary:
Mrs [redacted] roof is still under warranty, we told her we would get a crew out as fast we could safely,which we did, but she had another company out who charged her $375 and DIDN'T EVEN take care of the repair. Then wants us to reimburse her for that bill and had us come out and actually take care of the repair the proper way.

Met all expectations: professional, communicative, timely. 10/10 will call again.

Initial Business Response /* (1000, 7, 2016/03/01) */
We replaced the roof and gutters on Ms. [redacted] home at [redacted] Saint Louis, MO XXXXX back in August of 2009. As our office was closed for the Holidays December 23-January 4, Ms. [redacted] called our emergency number and left a...

voicemail on December 28, 2015 demanding someone to come out and take a look at her roof that was leaking due to the pouring down rain we were having. The office manager called her back and told her we couldn't get anyone out there that day because it was currently raining and it would be dangerous o have one of our service guys get on a roof in the rain as he could easily slip and fall, and said we would get someone out there in the next day or 2 when it stops raining. (This is the pouring down rain that went on for 2-3 days, which caused flooding throughout Fenton, Arnold & South County ) Ms. [redacted] was not happy that we were not sending anyone out that day and said she would call someone else. On December 29, Ms [redacted] sent an e-mail to us (Which is attached) stating she had another company come out to fix the repair and they charged her $375 and she wanted us to cover this bill, AND she wanted us to come out and take care of the repair because the $375 company did not repair it correctly. We e-mailed her back saying we would take a look at the bill and would not be able to make it out to her house that day because of the floodings and road closings. The next day, which was January 1, we sent one of our very skilled service guys out to Ms. [redacted] home and got the roof repair taken care of. Over a month later, Ms [redacted] e-mails us asking where her payment of $375 is and she would take a credit for future work. We e-mailed back stating we would not be reimbursing her for her bill as already discussed, she then filed this complaint.
Summary:
Mrs [redacted] roof is still under warranty, we told her we would get a crew out as fast we could safely,which we did, but she had another company out who charged her $375 and DIDN'T EVEN take care of the repair. Then wants us to reimburse her for that bill and had us come out and actually take care of the repair the proper way.

Initial Business Response /* (1000, 5, 2015/06/05) */
The owner, [redacted], is aware of this situation. We e-mailed Mr. [redacted] Friday morning 6/5/15 at 9:25am and said "I spoke with [redacted] this morning, he said if you still have the three (3) pieces of soffit, we could come out and take care...

of it out of the goodness of our hearts. If you do not have the soffit material, you would have to pay for the new soffit coil, but the labor would be at no charge. Please advise on what you would like to do. Thanks" Mr. [redacted] originally called in on Friday, 5/29/15 wanting to get a few small items replaced, we have a job minimum of $2,500.00 so [redacted], the women who answered the phone, recommended him to a handyman, than the other line rang and [redacted] had to get it so the phone call was handed to [redacted], which who is a salesmen, [redacted] told him we could come out for $245(which is our service charge) and can take a look at it. Mr. [redacted] called back the next day wanting to talk to an office manager, which is [redacted] explained to him that we could come out for $245 and Mr. [redacted] did not want to hear that, so he kept going on and on. I explained to him jobs under $2,500 have a 1yr warranty, in which his job was done in 2010. Lane House would be glad to come out and take care of the issue however there could potentially be a fee for the material as we had previously discussed.

Lane House was recommended to us by two other people to us and we would highly recommend them as well. They did an exceptional job from start to finish on our roof replacement (Sales customer service and Installation). They worked with our claims adjuster driving acceptance of the hail damage we had , finalized a proposal accepted by the insurance company as well as identified and drove acceptance of further damage found along the way. The quality and workmanship is exceptional as well. Their standards in the materials and installation details are high end and included: Lead Plumbing vent covers..very important, did not reuse and exiting flashing including skylight trims. high end approach to roof valleys etc. They realize the own your roof for 5 yrs and they take it seriously.

Initial Business Response /* (1000, 5, 2015/06/05) */
The owner, [redacted], is aware of this situation. We e-mailed Mr. [redacted] Friday morning 6/5/15 at 9:25am and said "I spoke with [redacted] this morning, he said if you still have the three (3) pieces of soffit, we could come out and take...

care of it out of the goodness of our hearts. If you do not have the soffit material, you would have to pay for the new soffit coil, but the labor would be at no charge. Please advise on what you would like to do. Thanks" Mr. [redacted] originally called in on Friday, 5/29/15 wanting to get a few small items replaced, we have a job minimum of $2,500.00 so [redacted], the women who answered the phone, recommended him to a handyman, than the other line rang and [redacted] had to get it so the phone call was handed to [redacted], which who is a salesmen, [redacted] told him we could come out for $245(which is our service charge) and can take a look at it. Mr. [redacted] called back the next day wanting to talk to an office manager, which is [redacted]. [redacted] explained to him that we could come out for $245 and Mr. [redacted] did not want to hear that, so he kept going on and on. I explained to him jobs under $2,500 have a 1yr warranty, in which his job was done in 2010. Lane House would be glad to come out and take care of the issue however there could potentially be a fee for the material as we had previously discussed.