P T L Painting

I have reviewed the response offer 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 When Reynolds Siding was contacted about finding and repairing our roof leak issue the person that was sent to evaluate the problem never inspected the roof From the yard, he looked up at the roof and chimney and said, "your flashing needs to be replaced" At that point we took him at his word as he had presented himself as an expert roofer, and the leak did appear to be around the chimney area We then asked for a price, and said to repair it When he returned to do the repair work he never physically got on the roof even then, but only sent a helper up on the roof to replace the flashing We just recently found out that the leak was due to a hole which they never discovered, and never repaired because it was under the old flashing which they never removed They only covered up the old flashing and caulked around it to make it appear to have been re-flashedThis is not the industry standard, and not how reputable roofing companies re-flash a chimney I have since talked to several local roofing companies, and they all have said that to re-flash a chimney correctly you MUST first remove the old flashingWe paid Reynolds Siding $to find the leak, and to re-flash around the chimney and they did not do either of these things They did NOT re-flash our chimney, they only covered over the old flashing instead of removing it which is the industry standard, and they certainly DID NOT find, much less fix any leaks Actually, what they did do ended up making things worse, and unfortunately we did not realize this until we got the inches of rain in the fall Prior to that much rain we discovered the insulation and plasterboard had been absorbing the moisture As far as a "one year warranty," I am not sure how you warranty work you never did I called the owner of Reynolds Siding after the new roofer found the old flashing still under the cosmetic flashing he had installed along with the now large hole under the old un-removed flashing The owner said to send pictures, which I emailed to him He replied to this email with his standard response which is, "too bad, warranty up" I again emailed him to explain that my issue was that he never did the work we paid him to do, to which he did not respond at all I then sent him a certified letter telling him again what my issues were, and that to preserve the good name of his company to at least come to our home and let me show him the old flashing still under what he did, and the pipe boots that his company had installed that were the wrong size and that caused some additional water issues, to which he did not respond to either I believe what Reynolds did was fraudulent as they accepted money for work they did not do, as they did not replace the flashing and they certainly did not find or repair any leaks Regards, [redacted]

I have reviewed the response offer 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
My issue with Reynolds Siding is that they never any did the work that we paid them $to do, which we only discovered this past fall The crew leader did not look for, or find where our roof was leaking He never was in our attic to look for a leak, and actually never even physically got on our roof until this past fall He did, however stand in our closet and look where we pointed out the leak wasHe then stood on the ground and looked up at our chimney and said our flashing needed to be replaced, and this was why we had a leak in our closet ceiling We took him at his word as he presented himself as a "roofing expert" He never even got on our roof while the the flashing was supposedly being replaced When the flashing was removed this fall still in search of the leak, the old flashing was still there under the cosmetic flashing that Reynolds had put on top of it, and I have both of them as proof, which I emailed the owner a picture of The leak in the roof was due to a hole directly under the old flashing, which was never removed, and therefore not discovered or repaired Reynolds was hired to replace our flashing and find the roof leak, they did neither Since Reynolds didn't do either of what they were hired to do, how do you warranty work you never did? It did take a couple of years to realize that they didn't do what we paid them to do as the water from the hole which caused the leak was being absorbed by the insulation and dry wallWe never had and an "additional" leak, it was the same original leak that we had hired them to find and repair two years agoWhen we contacted the crew leader after our closet ceiling flooded this fall when we had so much rain that the insulation and drywall could no longer absorb it, we were in a panic At that point, we were still unaware that they had never made the repairs that we had paid them to do For the first time, the crew leader did actually go on our roofHe informed us that in his opinion it was not a flashing issue, but that we had cracks in the mortar in the chimneyHe said for $he would caulk them, and we still not realizing that all this water was coming from the hole under the un-removed original flashing gave him the go ahead as we didn't know what else to do We have since ruled out that any of this had anything to do with the replacement of the chimney capWe have also ruled out that there is any issue with the mortar or the chimney itself All of the issues we have had have solely to do with the fact that Reynolds DID NOT replace our flashing and only covered it over, and since that is what they did, which no reputable roofer would do, they did not discover or repair the hole in our roofI did contact by phone the owner the day that the new roofer took the flashing off and discovered that Reynolds had only covered our old flashing and the hole under that old flashing He made no effort to come to my home, and only said to email him photos, which I did Shortly after that I received a return email that said "warranty up" After several emails and a certified letter asking him to at least come out and see the old flashing under the cosmetic flashing he put up, and the pipe boots that they also installed that were the wrong size, I received no response from him, so I don't understand how he can say he would have welcomed the opportunity to assess this issue He is still welcome to come out and see the old un-removed flashing under what he put up and pipe boots I also have clear pictures of the hole that was under the flashing
Regards,
*** ***

I have reviewed the response offer 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.
When Reynolds Siding was contacted about finding and repairing our roof leak issue the person that was sent to evaluate the problem never inspected the roof.  From the yard, he looked up at the roof and chimney and said, "your flashing needs to be replaced".  At that point we took him at his word as he had presented himself as an expert roofer, and the leak did appear to be around the chimney area.   We then asked for a price, and said to repair it.  When he returned to do the repair work he never physically got on the roof even then, but only sent a helper up on the roof to replace the flashing.  We just recently found out that the leak was due to a hole which they never discovered, and never repaired because it was under the old flashing which they never removed.  They only covered up the old flashing and caulked around it to make it appear to have been re-flashed. This is not the industry standard, and not how reputable roofing companies re-flash a chimney.  I have since talked to several local roofing companies, and they all have said that to re-flash a chimney correctly you MUST first remove the old flashing. We paid Reynolds Siding $750.00 to find the leak, and to re-flash around the chimney and they did not do either of these things.  They did NOT re-flash our chimney, they only covered over the old flashing instead of removing it which is the industry standard, and  they certainly DID NOT find, much less fix any leaks.  Actually, what they did do ended up making things worse, and unfortunately we did not realize this until we got the 19 inches of rain in the fall.  Prior to that much rain we discovered the insulation and plasterboard had been absorbing the moisture.  As far as a "one year warranty," I am not sure how you warranty work you never did.  I called the owner of Reynolds Siding after the new roofer found the old flashing still under the cosmetic flashing he had installed along with the now large hole under the old un-removed flashing.  The owner said to send pictures, which I emailed to him.  He replied to this email with his standard response which is, "too bad, warranty up".  I again emailed him to explain that my issue was that he never did the work we paid him to do, to which he did not respond at all.  I then sent him a certified letter telling him again what my issues were, and that to preserve the good name of his company to at least come to our home and let me show him the old flashing still under what he did, and the pipe boots that his company had installed that were the wrong size and that caused some additional water issues, to which he did not respond to either.   I believe what Reynolds did was fraudulent as they accepted money for work they did not do, as they did not replace the flashing and they certainly did not find or repair any leaks.
Regards,
[redacted]