Ondura Corporation

My 86 year old father was given the name and phone number of an Onduvilla-trained installed and proceeded to spend 12,000.00 on Onduvilla products and 10,000.00 to hire the referred roofer to install. Two years later, he has new onduvilla tiles on his roof, which are leaking in six places, the roofer has abandoned the job and Onduvilla has washed its hands of the situation, other than offering to send free tiles to him if dad agrees not to sue them. Buyer beware!

Revdex.com:I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have sent Ondura more than photos of a very small roof that is only about square feet. Any time Ondura sends me a message, all they want is more pictures of the same roof. They already have photos of nearly every square inch of the roof. The explanation that the roof was installed improperly is a lie. The roof installation is fine, it's the material that is degrading, and that material is manufactured by Ondura. The company refuses to honor their warranty, they have MORE than enough information to process the claim. It's a very simple and a very small roof, there is absolutely no reason for this to take over a year to process. They have offered NO solutions to the problem whatsoever, they have only made the problem worse by constantly delaying the claim for no valid reason
Regards,*** ***

Dear ** ***,Thank you for contacting us regarding ** *** complaint
about our productYour letter dated September 2, is the first that we
have received your officeI have copied all the documents from his case file
for you to review as I explain our complaint process and our product
warranty.** *** advised you in error that our warranty is a Lifetime
WarrantyThe warranty on our Ondura Corrugated Asphalt Roofing is actually a
Lifetime Limited Warranty (see enclosed highlighted copy)This means that
there are exclusions and limitations to coverageOur warranty requires that
the homeowner provided us with sufficient information and photographs to allow
us to fairly evaluate the claim of product failure.The date sequence of events in the handling of ** ***
complaint are as follows:9/4/** *** requested (by phone) a complaint package.9/9/complaint package mailed to ** *** with
instructions for required receipts and required photographs.12/10/Complaint close as inactive after days because
we had not received the completed form and photographs.1/12/We received ** *** complaint form, unreadable
receipts (*** *** ***) and a few close up photographs.1/23/we sent ** *** a letter advising him that the
photographs he sent were insufficient for us to evaluate his claim that the
complaint form was not completely properlyWe resent the complaint form with highlighted
areas to complete and also resent the photograph instructions.2/19/we received the completed complaint for and ** ***
noted on the photograph requirements form that he was not sending any
additional photographs; if we wanted more, then we could send someone to take pictures.2/20/we again sent a letter advising ** *** that we
could not evaluate his claim without the required photographs.7/20/we received one additional photograph, which does
not show the roofing at all.7/29/we sent another letter to ** *** advising him that
we needed the proper photographs.8/17/We received a letter from Mr*** advising us
that he believed we were just stalling, he would not comply with our repeated
requests for photographic proof of his claim and that he was escalating the
complaint to your office.Onduline North America manufactures high quality roofing and
building materialsWe do stand behind our material warranties, however none of
our warranties cover installation errors made after the purchase of the
materialsThe roofing products we manufacture are nonporous and will not leak
or develop holes of their own accordIf there are holes in the material, they
are the result of the contractor's errors or the result of outside effects
beyond our controlWe are rigorous in our evaluation process so that we can
insure that the homeowner has the answers he needs to understand the cause of
the damage they are claimingIn Mr*** case, it appears from the few
photographs showing holes that we received, the holes are uniform in size and
dimension and most likely the contractor placed nails in the valleys of the
corrugations, then removed themThe photographs of the cracks that Mr***
complaint lists show that the contractor compacted the top of the corrugation
by overdriving the nailsWe cannot be certain that these are the only factors
causing Mr*** roofing issues because he has refused to provide
photographs of the entire roof surface, the ridge of the roof and the
surrounding areaWe remain willing to help Mr*** resolve his problems
with his roof, if the product is at fault, however the warranty does not
support Mr*** request for a new roofRespectfully,

Review: I purchased some Ondura roofing and had a contractor install the roofing on an addition to my home. The product comes with a lifetime warranty, but after only a couple of years, the product is starting to deteriorate and is causing leaks inside my home. I have submitted a warranty claim with the company well over six months ago, and any time I submit paperwork, their ONLY response is that I need to send them more pictures. I have already sent them photos THREE different times, now they have sent me a letter requesting more pictures for a fourth time. I have sent photos of nearly every square inch of the roof, yet they want more. In my last two submissions of photos, I even informed them that if they need anymore photos, then they will need to send someone out from their company to take more photos. I have sent in nearly 30 photos. This is NO reason why this is not enough. This is simply just a stall tactic. Their hopes are that I will just get fed up with the process and give up on my claim. They already have more than enough photos of the damage...if they need more, then they're more than welcome to take their own photos. During these 6 months of delays, the roof is still leaking and still causing more damage to my property. They are basically refusing to honor their warranty at this point.Desired Settlement: I have already had an estimate done to replace the roofing and to fix the damages caused by the defective product. The estimate is for $1400. A refund of $1400 is all that will be accepted.

Business

Response:

Dear [redacted],Thank you for contacting us regarding [redacted] complaint

about our product. Your letter dated September 2, 2015 is the first that we

have received your office. I have copied all the documents from his case file

for you to review as I explain our complaint process and our product warranty.[redacted] advised you in error that our warranty is a Lifetime

Warranty. The warranty on our Ondura Corrugated Asphalt Roofing is actually a

Lifetime Limited Warranty (see enclosed highlighted copy). This means that

there are exclusions and limitations to coverage. Our warranty requires that

the homeowner provided us with sufficient information and photographs to allow

us to fairly evaluate the claim of product failure.The date sequence of events in the handling of [redacted]

complaint are as follows:9/4/14 [redacted] requested (by phone) a complaint package.9/9/14 complaint package mailed to [redacted] with

instructions for required receipts and required photographs.12/10/14 Complaint close as inactive after 90 days because

we had not received the completed form and photographs.1/12/15 We received [redacted] complaint form, unreadable

receipts ([redacted]) and a few close up photographs.1/23/15 we sent [redacted] a letter advising him that the

photographs he sent were insufficient for us to evaluate his claim that the

complaint form was not completely properly. We resent the complaint form with highlighted

areas to complete and also resent the photograph instructions.2/19/15 we received the completed complaint for and [redacted]

noted on the photograph requirements form that he was not sending any

additional photographs; if we wanted more, then we could send someone to take pictures.2/20/15 we again sent a letter advising [redacted] that we

could not evaluate his claim without the required photographs.7/20/15 we received one additional photograph, which does

not show the roofing at all.7/29/15 we sent another letter to [redacted] advising him that

we needed the proper photographs.8/17/15 We received a letter from Mr. [redacted] advising us

that he believed we were just stalling, he would not comply with our repeated

requests for photographic proof of his claim and that he was escalating the

complaint to your office.Onduline North America manufactures high quality roofing and

building materials. We do stand behind our material warranties, however none of

our warranties cover installation errors made after the purchase of the

materials. The roofing products we manufacture are nonporous and will not leak

or develop holes of their own accord. If there are holes in the material, they

are the result of the contractor's errors or the result of outside effects

beyond our control. We are rigorous in our evaluation process so that we can

insure that the homeowner has the answers he needs to understand the cause of

the damage they are claiming. In Mr. [redacted] case, it appears from the few

photographs showing holes that we received, the holes are uniform in size and

dimension and most likely the contractor placed nails in the valleys of the

corrugations, then removed them. The photographs of the cracks that Mr. [redacted]

complaint lists show that the contractor compacted the top of the corrugation

by overdriving the nails. We cannot be certain that these are the only factors

causing Mr. [redacted] roofing issues because he has refused to provide

photographs of the entire roof surface, the ridge of the roof and the

surrounding area. We remain willing to help Mr. [redacted] resolve his problems

with his roof, if the product is at fault, however the warranty does not

support Mr. [redacted] request for a new roof. Respectfully,

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have sent Ondura more than 30 photos of a very small roof that is only about 150 square feet. Any time Ondura sends me a message, all they want is more pictures of the same roof. They already have photos of nearly every square inch of the roof. The explanation that the roof was installed improperly is a lie. The roof installation is fine, it's the material that is degrading, and that material is manufactured by Ondura. The company refuses to honor their warranty, they have MORE than enough information to process the claim. It's a very simple and a very small roof, there is absolutely no reason for this to take over a year to process. They have offered NO solutions to the problem whatsoever, they have only made the problem worse by constantly delaying the claim for no valid reason.

Regards,[redacted]