Lane Roofing & Exteriors

did not contract Lane Roofing for reasons listed: 1.my questions 2 Lane Roofing estimator [redacted] were not completely answered. he explained 2 many calls 2 make and couldn't spend anymore time on our conversation. 2.Lane conveniently schedules estimates 2 fit their schedule.informed spouses r 2b present.so that would mean spouses need 2 leave work early or go in late 2 comply 2 their schedule.

3.received 2 roofing estimates prior 2 Lane conversation,at my convenience. Me and the dogs!

4.does ** feel women r not able 2 make roofing decisions on their own.

5.did not set up appointment for estimate.

Lane Roofing replaced my roof ,gutters and siding on my house after the hailstorm that hit north Delaware. They did a beautiful job, that looks great! The crews were a pleasure to work with. They did a thorough job cleaning up after the job was completed. Their reps, ** and [redacted] along with [redacted] was a true pleasure to work with!

Thank you all for a great job.

Having Lane Roofing repair and replace 2 roofs was a great decision. [redacted] was wonderful to work with and the work done was quality. Some roofers only wanted to repair the roof but Lane made sure the roof and gutters were once again stable.

I had a very favorable experience with Lane. They promptly responded to my call and set up a time convenient to me to inspect the roof. I had five different estimates a year ago and, sadly, went with [redacted]. Their work lasted just over a year, after assuring me that while the work had only a one-year warranty, the repairs would last much longer. So, Lane, who had provided one of the five original estimates came back out and got the work done shortly thereafter. I had one question about the work, and they were back out in 24 hours and addressed my concern.

Review: I contacted Lane Roofing in the fall of 2012 with complaints of leaking from the front corner of my garage at the bottom of a roof valley - this had caused some rotting and a noticeable sinking of the shingles. I also reported a leak from the center of my roof dripping down in the center of my garage. My intention was to have the entire roof replaced over the garage. The gentlemen who came out to look at the house looked around, said he was sure he could fix it, that he would replace a 1x2 sqft area of roof and then rescrew and glue the ridge vents as he was certain this was where the water was coming from and that the rest of my roof looked fine and a replacement was not necessary at this time. Unfortunately, I had to go to work and was unsure if he actually ever got on the roof to do a formal inspection prior to any work. He returned another day and the roof was seemingly repaired without incident.

Over the winter time, precipitation was frozen/minimal so no leaking was noticed. As soon as the weather warmed up and snow began to melt, the same corner of the garage began leaking again. The center of the garage dripped as well. I tore down the drywall around the leaking areas as they had turned black and I feared mold growth.

Once the drywall was down, I was appalled at the work. From inside, one could see the bottom of the shingles in spots. I took pictures of the work. I called lane in the Spring and expressed my disappointment, and asked for someone to come out. The first man that contacted me offered to help, but he wasn't available on weekends or after hours - as I wanted to be there to show them exactly what I was unhappy with. The gentleman who did the initial work called me a day or two after - he said he'd be out in 48 hours to reevaluate and fix whatever was wrong. I never saw him. I gave Lane a week for a follow up. I called again, during business hours and left a message asking someone from management to return my call regarding issues with the quality of work I received. I did receive a return call - but it went straight to voicemail and there was about a 2 week delay in me hearing the message. This occurred in April 2014 - Unfortunately, beyond the date of call log on my mobile.

As it rained more and more, the leak got worse - I have some construction experience so I went to the roof to investigate. I have pictures showing the work I found- only a small portion of plywood was placed in the valley and a massive area was left exposed and only covered by a sheet of flashing and shingles. The flashing all along the valley was nailed without the use of plastic capped nails. I repaired the area at this time. When I investigated the center of the roof, I noticed a small metal prong from the H-clamp used to secure the underlying sheets of plywood was sticking up through the shingles -this was probably from the intial construction of the roof. This correlated exactly where the leak was coming from inside. I took pictures and repaired the area as well. This spot was easily visible from the top of the roof and should have been seen while work was being done in the vicinity.

I did expect the leaks to stop, but my contract says he'd repair a 2 sqft area, and reglue and screw the ridge vents.

Ah the ridge vents - after repairing the real cause of the leak - I took a look at the ridge vents. Only one side of the ridge vents were glued- what this meant was putting gobs of adhesive over the fixation screws. I did not remove the adhesive to see if new screw were used. I have pictures of this as well.

Why am I disappointed? I spent good money to have someone come out the house and fix my leaks. Contractually, there's no mention of "fixing the leaks," I understand - but that was the presumed need for service. In the end, both areas continued to leak. The craftsmanship to replace the valley leak was subpar in my opinion (evidenced by the fact it continued to leak) and he only glued half the ridge vent - a violation of the contract I did sign.

Unfortunately, as time is precious, and there was a lot of precipitation this spring, I opted to repair the roof myself. Since my repairs, the roof has been without leak and I have refinished the interior of the garage with no signs of continued water damage from either location.

As mentioned above, I did receive a call from Chris Lane, who left a message on my VM in May. I called back to discuss the situation with him. He apologized for the work and said generally, what the company does is return to the site and will continue to work on it until the customer is satisfied. He offered that if I ever needed work on my home in the future, that he would come out personally and do it. I told him I appreciated the offer. The reason I am still submitting this claim is this: When Mr. Lane asked me how I repaired the roof, and I said, I removed the portion of the valley that was repaired by [redacted] and then extended this upward to include about 2/3 of the valley. He said 'of the 1000 people that try that technique, 99% are still going to leak.' He said if he were doing it, he would have replaced the entire valley. But we both agreed that the extremely rainy spring/summer we've had was more than a testament to my repair and that in fact it was not leaking. Again, what's frustrating, is I was sold a product which in his eyes fails 99.9% percent of the time(only repairing part of the valley) and was expected to be ok that. If replacing the entire valley was how [redacted] would have done it, thats how it should have been done in the first place.Desired Settlement: I would like a refund to recover loss of time and material I incurred to fix the job properly. I am asking for 75% reimbursement as I believe there was some work and effort placed and that shouldn't go without payment, but refuse to pay for the entire cost as I ultimately completed the repair myself.

I can provide pictures of the work completed by Lane to validate all claims above. Please contact me via email preferably. [redacted] Thank you.

Business

Response:

[redacted], I reviewed [redacted] case with [redacted], the estimator he was dealing with. [redacted] states that he neglected to get back to [redacted] in a timely manner, which is uncharacteristic of him. As such, I am going to honor this customer's request despite the fact that this job is long out of warranty.

I will have the money sent back to [redacted] as long as he agrees that this will be the end of this matter. He states that he has performed the repair himself, and thus absolves us of any further involvement. I will need to hear back from [redacted] that he is in agreement with these terms.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Please let me know which is the best way to receive the refund. At that time, I will consider this matter closed and not hold Lane liable for problems in the future. Thank you again.

Review: In 2005 I contracted with Lane Roofing to put a new roof on my house. The installation was suppose to include the ridge vent. In early 2014 I went up into my attic and notice that it was wet upstairs. I thought the roof was leaking so I contacted Lane Roofing because I still had a warranty. When the owner came out to take a look at the attic, he informed me that my soffits we blocked and that I needed a ridge vent on the roof. I showed him my original contract and warranty. He did not acknowledge anything, he just stated someone would come out and give me an estimate. When the guy came out to give me the estimate, he acknowledged that Lane Roofing had never put the ridge vent on and that it would be no charge. I informed him that due to the amount of the installation I would be using a credit card and asked if I could be put on the schedule for April. By mid April I had not heard from Lane Roofing so I attempted to contact them. After several failed attempts to schedule the installation, they finally came out in June. I was never notified/asked if I was satisfied, was the job completed this time or anything. A week after the job was supposedly done, the owner called and asked for payment. When I told him that I was paying by credit card he stated he only accepted MC and VISA. I told him that I was going to use a different card, he told me he would not accept that card and I needed to try and get an advancement of that card. He told me to give him a call in a couple of days when I had the money. I don't think I should have to get a cash advance nor can I get a cash advance for that type of money. How do I know that the job is complete given the fact that I trusted Lane Roofing in 2005 and look at the result. There was no follow up from them on the job and now he is telling me to attempt to get a cash advance on a credit card that they will not accept because they do not want to accept the credit card. At no time was I informed of what credit cards they did or did not accept. They want me to assume additional interest fees because they do not. I think they have more than demonstrated poor customer service, failure to admit their mistakes and work with me.Desired Settlement: An acceptance of my credit card. An apology and proof that the job has bee completed.

Business

Response:

This customer was charged for a ridge vent that was not installed. We gave her the ridge vent at no additional charge, since we owed it to her. [redacted] signed a contract to have the soffit work done in the winter, but asked us to wait until May to start because she would not have the money until then. Once the job was finished, she stated she wanted to pay with a Discover Card. She was advised that we do not take Discover Card. She stated that she had told the estimator she would be paying with Discover Card. I believe she may have made a mistake, as the estimator has worked for us for over ten years now and isn't prone to making this kind of mistake. We resolved the matter by not charging [redacted] any interest or late fees, just what was on her contract. We did high quality work, and we gave her the ridge vent at our expense. We feel we have done a good job for [redacted], and we are sorry that she felt unhappy. This case is closed as far as we are concerned. Sincerely, [redacted], Lane Roofing & Exteriors

Consumer

Response: