Morrilton Video, Inc./Dardanelle Cable TV

Initial Business Response /* (1000, 5, 2014/02/19) */
Contact Name and Title: [redacted] G. [redacted]/ presiden
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@superiorexteriors.com
Superior Exterior replaced the entire roof on the complainant's home in 2009 (5 years ago). We performed a complete...

roof tear-off on the home, and installed a new roof, to the manufacturers specific installation instructions.The complainant has not notified us of any roof leak problems in the last five years, until now.
The complainant is currently experiencing a leak over a portion of the rear staircase on the northeast side of the home. At installation, we paid special attention to that area and installed a material called "Ice & Water Shield" in the "roof valley" and up the wall of the dormer 24" where the complainant now has a leak. The record-breaking snow & sub-zero temperatures of the 2013-2014 winter season has caused snow and ice to build up.
I went to the complainants home to inspect the leak, and found that there is an extremely large chunk of ice in the gutter allowing water to cascade over the gutter and then behind the siding, which is at least 15 years old, and was installed improperly. there is missing flashing & channeling under the gutter, and along the siding. the caulking is cracking and old they need to be caulked.
I showed what I found to the complainant, however, she didn't want to hear any of what I was explaining.I further informed the complainant that there is nothing we can be done at this time until there is a significant break in the weather to assess the damage that the ice caused, and what has to be done to repair to stop the leaks.
I will be happy to inspect the affected areas after the ice has melted, where I can then recommend a proper course of action at that time.
Initial Consumer Rebuttal /* (3000, 7, 2014/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The work performed on my building by Superior Exteriors, Mr [redacted] owner and general contractor, was not limited to a complete tearoff and re-roofing. His company also tore down and rebuilt, re-flashed two chimneys, replaced vinyl siding on several dormers, and also tore down all gutters and downspouts around the building. Additionally they capped all the fascia (in which may gutters are attached to) all over the entire building. This work was started in April 2009 and completed in June 2009. That is LESS THAN 5 YEARS ago. After complaint of leaking above, there are three more leaks, one in 2nd floor bathroom on South east side of building and one in bedroom on 1st floor on southeast side of building, and one in 2nd floor and 1st floor bedroom on North west side of building. Clearly there is something not correctly done with the work Superior Exteriors performed LESS THAN 5 YEARS AGO when replacing the entire roof, gutters, downspouts, fascia capping, and replacement of siding on several dormers. When Mr [redacted] came to BRIEFLY (approx 5 minutes) inspect the leaks on February 18, 2014 he brought no ladders. He brought no contractors. He simply stuck his head out a 3rd floor window and assessed where leaks were coming from. When I looked out the window, I saw no clear passage ** hole where water was coming into. Mr [redacted] did say when the weather was warmer and things had thawed that he could have someone come out and put some additional protection in the one area, but that he would charge me for this. Did I mention that the Winter following the complete rebuilding of the Chimneys on my building by Superior Exteriors, Mr [redacted]'s company, the fireplaces were backing up smoke? I had lived in my building for 17 years at that time. My tenant had lived in the building for 13 years at that time. We light fires in the fireplaces all Winter long every year. I complained to Mr [redacted] that Winter XXXX-XXXX that the fireplaces were not venting properly and he stated the work was done correctly. He also suggested we did not know how to start a fire properly to get an updraft going. I insisted this was not the problem. Mr [redacted] and Superior Exteriors would not take repsonsibility. I hired [redacted] Chimney and they came out and inspected the newly built chimneys by Superior Exteriors. They determined the tile liners Superior Exteriors installed inside the chimneys were too small. I paid [redacted] Chimney, who broke out the tile liners Superior Exteriors had installed and replaced with properly fitted tile liners. After that, we never had any more problems with the chimney venting correctly. I also had a roof leak in my 3rd and 2nd floor bedroom Fall/Winter XXXX-XX where I called Mr [redacted] from Superior Exteriors out to inspect and fix. He had said that there was no caulking under a window (where his roofers roofed right up tothe roofing butted up to the window sill). He had said the water was coming in through a gap under the window sill (where the roof was roofed directly up to by Superior Exteriors), but that was not the responsibility of Superior Exteriors to caulk around the windows. However, he said he would send someone out to do it. No one from Superior Exteriors came out to caulk this window. I paid to have another contractor do it. I also paid to have my ceiling and walls in the bedroom it had leaked into repaired and repainted. Now, after leaks in 7 other rooms in my building I will have to pay to to have those interior ceilings and walls fixed. The work Superior Exteriors performed has a 5 year labor guarantee. It has been less than 5 years and Mr [redacted] insists the work by his company, Superior Exteriors was done correctly after his brief look out of a 3rd floor window. He also says he can come and look when the weather warms up and things thaw out, but that I will have to pay for that inspection and pay for any additional work to remedy these leaks. The work by Superior Exteriors, which I paid almost 30,000.00 for was clearly not performed well and so under 5 years I am having multiple leaks inside my buiding trickling down from different places on the roof. A brief 5 minute look out a window seems absurd to assess these leaks.
Final Business Response /* (4000, 12, 2014/03/20) */
From: [redacted] (mailto:[redacted]@superiorexteriors.com)
Sent: Wednesday, March 19, XXXX X:XX PM
To: '[redacted]@gmail.com'
Subject: Roof Leak

Dear [redacted]

I'm sorry you are having the leak on your house. When I first came to your house to give you an estimate to replace the roof, you showed me the area you were having a leak. It's the same area you are having a leak in now. What we did to try to stop the leak was to remove all the roofing materials from the roof deck. We took the vinyl siding off the walls on the dormers. We installed Ice and water shield in the valleys, paying special attention to the valley where the leak is. We installed ice and water shield on the dormer walls and at the gutters Edge around the entire house, we then reinstalled the vinyl siding back onto the dormer walls. We installed a #30 lb. heavy duty felt roofing under lament. And installed the new roofing materials. We also installed new aluminum on the fascia boards and soffits. We installed 6" oversized gutters with 3" X 4" large downspouts. Over the last 4 3/4 years we have had a lot of heavy snow and ice, and you didn't have any leaks.
This year has been one of the worst winters for snow and ice. It set a record. When I came to inspect the leak you have now, I climbed out the window to get a better look at the valley and the dormer wall. I saw a lot of snow and ice, and a big chunk of ice over flowing off the gutter and onto the siding wall below. I showed you the water that was leaking from the siding. Ice can cause a lot of damage to roofs, gutters, and siding. This year we have had a lot of calls on the damage it has caused; a lot of gutters have fallen off the houses because of the weight of the Ice.
I would like to inspect the leak area to see what damage it did to your house. I can meet you any time it's convenient for you.

Sincerely
[redacted].
[redacted] G. [redacted]
President Superior Exteriors Inc.