ProTouch Restoration

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.] There is no proof that the leak was in the chimney as they claim The people that they hired, because they were incapable of figuring out the p***lem, mentioned that there might 'possibly' be an issue with the chimney(that had never had an issue before) And as stated in my original complaint, they also added flashing at the base of the chimney where their workers didn't put any and told me there was definitely a leak there I believe that this is the area of the leak and that it was their fault and therefore their responsibility to fix the damage that it caused Regards, [redacted] ***

In regards to Bill ***s latest response
Your points in your latest response labeled #1,2,3, and are false You yourself wrote "My guess is that you never heard about this and are going to say I am making it up" During the entire process of the job and up until now we have not heard anything about this, and given how you have complained about your chimney I find it highly unlikely that you just let these things go If you have any proof of these issues happening, please provide it In regards to the sales rep that was on your file; she has extensive notes in the file and none of them detail any of what you have written Also, that sales rep is your sister-in-law; who no longer works with the company Once again, points #1-in your response have nothing to do with your current Revdex.com complaint, and even you admit that there is no record of any of this happening, nor did you ever inform of any of this during the project.
In regards to your points on the chimney; most of the details you provided are also incorrect, as is some of what you are saying Mike Holcomb told you The leak in your home was from your chimney cap; and I am having Mike Holcomb write a letter that will be notarized in regards to his assessment of the chimney and the leak to clear up any confusion
Once again, the leak was stopped when the chimney cap was tarped, which proved this was the leak point We, ProTouch, never touched the chimney cap during the roof installation; it was not part of the scope of work we were completing; therefore we are not liable for damage caused by your chimney cap leaking

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
There is no proof that the leak was in the chimney as they claim. The people that they hired, because they were incapable of figuring out the p***lem, mentioned that there might 'possibly' be an issue with the chimney(that had never had an issue before). And as stated in my original complaint, they also added flashing at the base of the chimney where their workers didn't put any and told me there was definitely a leak there. I believe that this is the area of the leak and that it was their fault and therefore their responsibility to fix the damage that it caused.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]6, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
Sorry you don't care for my sarcasm, but I don't particularly care for you questioning of my integrity either.  So, first let me address your statement that I am trying to get compensation for something I am not entitled to.
Lets just go thru the whole process of your work on roof.
1. On the second day(or maybe the third day, not sure) it started to rain. I was assured that if it rained, that your crew would stop working, and put tarps over my roof. They did not do this and kept working. Within 15-20 minutes, water was dripping thru my ceiling and on to my floor in front of my front door. Since I had a leak there before, I didn't press for you to be responsible for this portion of my ceiling even though your leak was 10 time worse than mine had ever been.  My guess is that you never heard about this and are going to say I am making it up.  Please try.  When it happened your sales rep. just happened to be at my house checking on the progress.  She had to go out and tell your crew to put the tarps on because quite frankly I thought if I went out I might throw them off the roof.  You have her name and number, feel free to verify this with her. 
2.  After the roof was finished, your 'quality' inspector came out to check on the roof.  In talking with him I asked him about all the roofing nails that I had found on my deck.  He said that the roofers were supposed to go around with some sort of magnet and pick them up.  I said that I had seen them doing that but that I had already found dozens of nails just on my deck.  Did he offer to have someone come out and do a clean up or even apologize for the situation- no.  Later, when I was able to look around my house some more I found conservatively at least 300 nails between my deck, my yard and my flower beds.  I don't know much about the roofing business, but I find it hard to believe that is an acceptable number.  I also showed him a wooden trellis that had been mounted to the side of my deck that had been broken some how by your crew.  Again no apology or any offer to replace it.  I did tell him that I was thinking of replacing it any how, but it would have been nice to have some sort of acknowledgement of my loss.
3.  When you sent the same crew back out to try to fix the leak, they managed to break one of the fixtures on my deck flood lights.  Did I ask to have it replaced or since I have 5 fixtures just like it on the outside of my house and I don't think that you can find an exact replacement, to replace all of them? - no.  The light is not very fancy, and it is gray in color so I just thought that I would/could use duct tape on it since the light still works.
4.  This spring when I went out to replace my gutter guards, I found 3 places where there were large dents in my gutters.  It appeared that someone had stood in the gutters.  Again, I just tried to bend them back in place as best I could instead of requesting that you replace them.
So in conclusion, this was an very unprofessional installation on the part of your company that I bent over backwards to not raise issues about.  The only issue that I have asked  you to fix is the ceiling in my family room.
So, lets get to that now.  I was able to speak with your contractor(Mike Holcomb - hope I spelled that right).  He did clear up one thing for me.  He said that the leak on the chimney was actually a spot behind the wood trimming on the right side of the chimney.  He said that when they pulled off the trim that the wood behind it was damp at the top of the chimney down about 12 to 18 inches.  The chimney in this area is about 10 feet high, so the moisture is nowhere near the base of the chimney.  He also said that there was no damage to the wood that it was just damp.  I'm not an expert, but that tells me that whatever is causing the dampness is fairly new or there would be damage to the wood.  So what happened recently to that area?  Just so happens that the trim on top of those boards and all the other trim on my chimney were pried loose by your roofers and put back in place in some instances with roofing nails.  Again, not very professional! 
He also confirmed that he did indeed find some missing flashing at the base of my chimney on the left side and that there was indeed a leak there.  He added new flashing and replaced several shingles.  I have raised this point at least twice previously and you have not responded to this point.  He also mentioned that he told your employee, [redacted], about this even though you continue to only mention the leak near the top of the chimney.  He did say that he didn't know which of the areas was causing the leak into my family room.  I concede that I don't know either, but I know that your crew caused the one leak for sure by leaving a gap in the flashing of the most likliy place for the cause and that they p[redacted]ably caused the other leak when the pried the trim loose and did a pathetic job of putting it back in place.  Either that or a place that hadn't had a leak in 23 years just happened to develop a leak the first rain after you replaced my roof. 
 
In closing, it is time for your company to step up do right by me.  I have bent over backwards to not complain about every issue(some of which I believe were pretty significant).  
 
Regards,
[redacted]

This message is in regards to Mr. [redacted]s latest (3rd) response.  In regards to the leak; we did have to troubleshoot where the p[redacted]lem was and yes, it did take a few tries.  When a leak occurs you have to fix the area that you think may be the cause and then you have to wait until you get a solid rain to tell if what you fixed actually solved the p[redacted]lem.  After we had replaced the flashing, there was still a leak which let us know that this was in fact, not the cause.  It was not until the chimney cap was tarped that the leak actually ceased; which let us know this was the leak point.  Unfortunately, the chimney cap was not part of the work that we completed for Mr. Majoy, so therefore this was not warrantied by ProTouch, nor do we owe for any damage that was caused.
 
All of this information is well documented in our system with time / date stamps.  This seems to be an attempt by Mr. [redacted] to extort free work from ProTouch at his property.  The sarcastic nature of his latest response is not necessary as we have gone above and beyond trying to make him happy; however we can not be a fault for p[redacted]lems that arose at Mr. [redacted]s property because of his lack of upkeep on his chimney.

Revdex.com:
I have reviewed the rejection written by the client in reference to complaint ID [redacted]; where he states he believe the leak is from the chimney flashing.  Unfortunately the client in incorrect in his assessment.  
We did replace the chimney flashing when we originally completed the roof, but that is not what caused the leak.  You'll notice from the pictures that the top of the chimney (where the flue pipe exits the metal cap) the sealant has broken down over time and there is significant water damage on the wood 15-18" above the flashing to infer this is the primary cause of the leak. This is further verified by the homeowner confirming that the leak stopped when he installed a tarp over the chimney as the tarp had no effect on the chimney flashing.
Once again, the chimney cap was not part of the scope of work that we completed.  It is unfortunate that the chimney was leaking, but this was not caused by ProTouch; nor is it ProTouch's responsibility to fix the damage caused by the leak.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Yes you did replace the chimney flashing when you first did the roof, but the people that you sent out also added at least 2 small pieces of flashing and replaced several shingles at the lower base of the chimney when they were here and told me there was definitely a leak there.  If, as you state, they told you that they were sure that the leak was on the top of the chimney, then why did they add the pieces of flashing and replace the shingles and tell me there was definitely a leak there and spend 4 to 5 hours on my roof when you could caulk the whole top of my chimney and all the trim in an hour easily?
The only real reason that you hired them to come out(aside from the fact that your people coud not find the leak) is because when [redacted] finally came out and went up on the roof, he saw all the damage that your people caused to the trim on the chimney when they pulled all of the trim loose so they could install the new flashing.  This included causing significant gaps in between the trim, doing a terrible job of caulking some of these gaps and nailing the trim boards back in place in at least one instance with roofing nails(real professionable).
So, regardless of the story you have made up here, I guess to make yourself feel good about your unwillingness to live up to your obligations, your company did indeed cause my leak and you need to repair the damage it has caused to my ceiling.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
There is no proof that the leak was in the chimney as they claim.  The people that they hired, because they were incapable of figuring out the p[redacted]lem, mentioned that there might 'possibly' be an issue with the chimney(that had never had an issue before).  And as stated in my original complaint, they also added flashing at the base of the chimney where their workers didn't put any and told me there was definitely a leak there.  I believe that this is the area of the leak and that it was their fault and therefore their responsibility to fix the damage that it caused.           
Regards,
[redacted]

1.  The leak the client is addressing is coming from his chimney cap; which was not something that we were contracted to replace when we completed the roof installation, therefore there is no warranty on it.  His concern stems from something we did not even work on.  We had a...

third party inspect the property and he came to the same conclusion.
 
Here is a detailed description of events for this job:
ProTouch Restoration installed the roof at 7380 Ferndale Place on October 17th and 18th of 2013.  A final inspection was conducted with the homeowner on October 21, 2013 and they were happy with the work.
 
The first call we received about a leak was more than a month later on November 26, 2013, they were having some water leaking in the living room on the rear slope of the property. There was a snow storm that day but we still sent up a crew to address the issue the same day.  We inspected the roof flashing we installed around the base of the chimney and there were no p[redacted]lems found, everything was installed properly.  The homeowner was not happy with this assessment and the most likely spot for a leak in that area was the chimney. So, we removed shingles from around the base of the chimney and re-installed the chimney flashing just in case.  The homeowner was happy with the repair and the quick response and was told to call immediately if he noticed any more leaking.
 
The next call we received was on Friday, January 17th, 2014 complaining about the same area.  We sent our Operations Manager to the property the next week but the roof was covered in snow so we couldn't access the situation.  The homeowners were advised to call us when the weather broke and we would return to the property to take a look at their concerns.  When the snow melted we were never contacted by the homeowners.  We attempted to reach them by phone on 03/19/14, 03/20/14, and 03/21/14.  We left messages but got no response.  We were finally contacted again on 04/15/14 saying they had not heard anything from us and wanted to schedule the repair as soon as possible.  I contacted the homeowner and was told the number we had on file was no longer in service and was given a cell number to use in the future.  I scheduled my Columbus manager to visit the property on 04/22/14.  During that meeting our manager inspected and took photos of the roof and chimney above the area of concern but did not perform any repairs.
 
I reviewed the photos and called the homeowner to let him know my hunch was the leaking was coming in from some part of the actual chimney (not the flashing) above the roof.  He was very angry at this assessment and threatened a Revdex.com complaint unless I came out to perform a repair.  I let him know I would come out to inspect the chimney since the roof had been inspected and there was no indication it was causing the leak.  On May, 7th I visited the property and caulked some gaps in between the stucco and the wood trim on the chimney free of charge.  I told the homeowner to call me after the next big rain to see if it was still leaking.  
 
A week later we received a call that the p[redacted]lem had not been fixed. On May 15th the homeowner called to tell me he hung a tarp over the top of the chimney and the leak stopped.  I told him that this reinforced my point that the chimney was the cause of the leak. He got angry and said that he didn't have a p[redacted]lem until after we installed the roof so if the chimney was leaking we must have caused it.  I disagreed with him but told him I already had someone scheduled to visit his property so in the name of good customer service I would keep the appointment.  We hired an independent contractor to meet the homeowner on site to repair the leak.  His name is Michael Holcolmb and he can be reached at 513.720.9262.  Mike's conclusions were as follows:
"We thoroughly inspected the chimney looking for leak prone areas. In our search, we found a very leak prone area: the top of the chimney cap. You'll notice from the pictures that the top of the chimney (where the flue pipe exits the metal cap) the sealant has broken down over time. It's neither possible to confirm nor deny this was the water's main point of entry. However, there is significant water damage on the wood 15-18" above the flashing to infer this is the primary cause of the leak. This is further verified by the homeowner confirming that the leak stopped when he installed a tarp over the chimney as the tarp had no effect on the chimney flashing. 
I fully believe we solved the leak issues given the circumstances. The 1x4 wrapping the corners has been significantly degraded due to the lack of preventative maintenance in the area. It's recommended that homeowners repaint their exposed wood every 2-4 years to deter rot in our climate. It's difficult to ascertain the last time this wood was painted but the homeowner stated he will be painting it soon. We caulked the wood the best we could to prep for paint. We recommended the homeowner should paint the cap as well."
I called the homeowner after the repair and told him that the chimney cap was indeed the cause of the leak but we had fixed it for him, again free of charge.  I asked him to call me again with any future issues but that I had considered this issue closed since it was not a warranty issue to begin with. He again threatened a Revdex.com complaint about the small stain in his living room.  I acquiesced and agreed to come and paint the small area but told him that was all I was going to do since we did not cause this p[redacted]lem to begin with.  He was happy with my response at that time.
I met with the homeowner on June 24th and painted two coats of latex stain blocker to seal the area.  There was a chunk out of his ceiling that he had previously super glued in so he popped it out for me to take to Home Depot.  I was able to get them to computer analyze the ceiling sample to produce the best color match possible.  I painted two coats on the area and was told by the homeowner that the paint was such a good match he couldn't even see it.  I told him if the stain came back through to call me but that I considered this the end of our repair work.  He thanked me and said he was happy with our repair and our response.
I finally received a call from the homeowner yesterday, July 16th, asking me to come back to paint his entire ceiling.  I asked what the issue was and he said that when the paint dried he could still see the spot.  I reminded him again that this interior leak was not caused by the roof or the chimney flashing and we do not warranty repair/patch work (see Terms and Conditions: Warranty: #1) .  The leak was caused by the existing chimney cap which we did not alter during the roof installation.  I explained to him the findings of the independent contractor and how he found wet wood in the chimney above the roof.  I told him I could provide him with an estimate for the painting but it was not covered by his warranty.  He got upset and said he was going to file a Revdex.com complaint. As we had done everything we could for this homeowner, I told him I was sorry he felt that way but it was his right to pursue and wished him the best.
 
Photos and contractual documentation are available upon request.