Orion Home Improvements

Review: My husband and I were having problems with a leak in our house when it rained. We had work done by Orion Home Improvements in December 2012. At the beginning of March 2013, we noticed that the area that had been repaired was still leaking from the exact same place. Upon contacting the company, we were told by the owner that before he came out to take a look at the problem, we would need to be prepared to spend $300 for him to complete a water test on the area to determine where the water was entering the home. Since we had already paid $675 for the original repairs, we were hesitant about committing additional money upfront. Since neither my husband nor I were present when the repair was done, we decided to take the siding off the house and take a look at the area. We noticed that flashing was installed, however, it was not sealed against the wall with Tyvek tape as specifically stated in the contract. Because a significant rain storm was expect THAT EVENING, we taped the seams ourselves to prevent further water damage to our home until we could contact the contractor.

I received the following response from the owner, [redacted]:

"Thank you for taking the time to write to me about your concern. I truly appreciate the feedback even though in this case it is negative. I can understand your disappointment in the completed work as I myself am disappointed. We provide specific instructions to our repair crews that match what we have proposed to our customers. I apologize for the lack of the Tyvek tape that should have been installed on the aluminum flashing as stated in the contract. It is unfortunate that you decided to have someone else besides us open the wall as this clearly would have been a warranty issue and canceled any water test fee that was discussed.

I made myself personally available to [redacted] via email, phone and text and tried repeatedly to schedule a visit to resolve whatever the potential issue was.Our company was however denied that opportunity by you. Our warranty still holds for the roofing repair work we completed and I urge you to contact us should you have any concerns with the quality or soundness of that work. Unfortunately the decision to work on the rear wall voids any workmanship warranty that was in effect on that area.

As a result of this email we will be implementing a policy that will require our repair crews to take photographs documenting each stage of a repair. Our previous policy simply required after photos. This will prevent similar issues in the future.

Again I thank you for taking the time to contact us regarding this issue and I want you to know that we value the opinions and feelings of our customers greatly and I am saddened to have a disappointed customer."

I appreciate [redacted] quick response, however I do have some issue with what he has explained. We did not have "someone else open the wall", we removed the siding ourselves to take a look at the work that was done. We wanted to see what had already been done and where water could be entering our home before we committed additional money to a company we had already paid to fix the problem. We happened to have a waterproofing tape, so when we noticed that the work was not done as stated, we taped the seams to prevent further leakage and water damage to our home until (what we assumed) [redacted] would come back and see that his repair crew did not completed the agreed upon repair. It seems that he is suggesting in his response that we should have left the repair as is and continue to have significant water damage to our home (a storm was forecasted for that same evening, a Saturday) until he could come back out. I do not know anyone who would see a clear issue with their home and not try to minimize the damage until a professional can come out and make permanent repairs.

In his response, [redacted] continues on to explain that he is implementing a new policy that would require his crew to take photos of repairs in process to ensure that they are completing the work as stated. This is great, however it does not address the fact that we paid his company for work that was not completed. He did send photos of the work after it was completed, and in the one picture of the area in question, no tape can clearly be seen around the flashing that was installed.

Not only am I very disappointed in the work completed by Orion Home Improvements, I am disappointed in [redacted]'s response to our concerns. One of the reasons we chose this company, despite having lower estimates from other companies, was due to the positive reviews and the "A" Revdex.com rating. It is unfortunate that we were the ones to receive poor workmanship and customer service.Desired Settlement: Ideally, we would like partial reimbursement for the work that was not completed as stated in the contract. I am not sure what the specific charge was for the material and labor of taping the seams of the flashing as it was not broken down that specifically in the proposal. At the least, I wanted my complaint officially filed with the Revdex.com and, depending on the outcome, I will also be adding it to the various other consumer review websites that I had previously read all positive reviews.

Business

Response:

Warranty wording from the additional terms and conditions of the agreement.