The company was contacted by the customer after the year warranty on labor had expired, and the company still agreed to assist the customer with repairing the leak. It was assessed by the company the continual leaking is occurring due to an incorrect installation of
pre-existing flashing on the home. The customer reported to the company they obtained a second opinion from another roofing company who concurred with the company’s assessment of why the roof continued to leak in the same area; the existing flashing is not turn back flashing which would protect against leaks at walls and chimneys to roof connections. When the roof was installed in 2009, flashing was not in the scope of work and would have added a large expense to the customer. In order to expose the old flashing for proper removal for replacement with correctly installed flashing, part of the exterior siding would have required removal. Since the company was hired to remove and replace the roof and specializes in roofing, removing and replacing siding is not something the company was requested to do or specializes inThe company made several attempts to address the leak as requested from the customer in late 2015; six years after the roof was installed and after many documented inclement weather events in the area of this home. The home is gated and could only be accessed at certain times. The company attempted to gain access to the home on two separate occasions without success. Communication with the customer and access to the home were challenging. The company is willing to assist the customer with fixing the leak permanently. The company was and still is prepared to provide a repair which includes removing the shingles where the leak is, installing StormGuard underlayments and re-shingling the area sealing the shingles with GeoCell 2300. The company feels this would provide the customer with a permanent non-leaking roof
Complaint: ***
I am rejecting this response because:
The company may be confusing us with another customer because there are several statements in their response that are not trusThe company replaced our roof in September We first contacted Johnny ***, owner of Roofing Contractor Solutions, about the leak in December long before the year warrenty expired. Mr*** came out and made repairs on December 16, I have cancelled check number dated 12-16-made out to him showing that I paid him for the repairs made on that date. Mr*** also came out on 3-26-and made repairs again which I paid him for with check number He states in his response that he made several attempts to address the leak in late 2015. He made zero attempts in late to address the leak at our house. Our house is not gated. Access to our home is available anytimeMy wife and I are both retired and are at home. Communication with us is not a challenge. On the contrary, we have made numerous attempts to contact Mr*** by texts and voice without success. We left several messages for him in Oct, Nov, and Dec, with no response from him. Had he made any attempts to repair the roof or to contact us in late we would not have filed the Revdex.com complaint.
As far as the flashing is concerned, Mr*** never mentioned it in when he replaced the roof. We first learned about the flashing in July when we contacted another roofing contractor to look at our roof. If flashing were the problem, why didn't we have roof leaks from (when the original roof and flashing was installed) until September when Mr*** replaced the roofThat is years with no leaks and the original flashing in place. Also, we have the exact same configuration on the opposite side of the roof, same flashing, with no leaksMr*** has not made any offer to us to make the repairs itimized in paragraph of his response. Had he done so, we would never have made our original complaintWe are not trying to damage the company's reputation and we are not asking for a refund of money paid. We only want a roof that does not leak
Regards,
*** ***
We understand the customer's frustrations and have offered a solution as stated in our initial response to the complaint in an effort to resolve this issue. We are still prepared and offering to provide a repair which includes removing the shingles where the leak is, installing StormGuard underlayments and re-shingling the area sealing the shingles with GeoCell 2300. The company feels this would provide the customer with a permanent non-leaking roof. At this time, the owner does not feel there is anything to gain pointing fingers about issues regarding communication or access to the home. Communication attempts were made by both the customer and the owner which, unfortunately, did not result in the repair to the leak. For the record, there is, in fact, a gate to the home. This can be seen on Google Maps if necessary for verification (link below). If communication between the customer and the company needs to be facilitated by the Revdex.com, we are happy to provide a time where the company will complete a repair to the area of the roof where the leak is occurring when there is access to the home. If there is anything else we can do to assist in this process, please let us know. We regret that communication failures and attempts to address the customer's complaints resulted in a complaint to the Revdex.com and are eager to resolve this issue. [redacted] (photo of gate)
Thank you,
Owner, Roofing Contractor Solutions
The company was contacted by the customer after the year warranty on labor had expired, and the company still agreed to assist the customer with repairing the leak. It was assessed by the company the continual leaking is occurring due to an incorrect installation of
pre-existing flashing on the home. The customer reported to the company they obtained a second opinion from another roofing company who concurred with the company’s assessment of why the roof continued to leak in the same area; the existing flashing is not turn back flashing which would protect against leaks at walls and chimneys to roof connections. When the roof was installed in 2009, flashing was not in the scope of work and would have added a large expense to the customer. In order to expose the old flashing for proper removal for replacement with correctly installed flashing, part of the exterior siding would have required removal. Since the company was hired to remove and replace the roof and specializes in roofing, removing and replacing siding is not something the company was requested to do or specializes inThe company made several attempts to address the leak as requested from the customer in late 2015; six years after the roof was installed and after many documented inclement weather events in the area of this home. The home is gated and could only be accessed at certain times. The company attempted to gain access to the home on two separate occasions without success. Communication with the customer and access to the home were challenging. The company is willing to assist the customer with fixing the leak permanently. The company was and still is prepared to provide a repair which includes removing the shingles where the leak is, installing StormGuard underlayments and re-shingling the area sealing the shingles with GeoCell 2300. The company feels this would provide the customer with a permanent non-leaking roof
Complaint: ***
I am rejecting this response because:
The company may be confusing us with another customer because there are several statements in their response that are not trusThe company replaced our roof in September We first contacted Johnny ***, owner of Roofing Contractor Solutions, about the leak in December long before the year warrenty expired. Mr*** came out and made repairs on December 16, I have cancelled check number dated 12-16-made out to him showing that I paid him for the repairs made on that date. Mr*** also came out on 3-26-and made repairs again which I paid him for with check number He states in his response that he made several attempts to address the leak in late 2015. He made zero attempts in late to address the leak at our house. Our house is not gated. Access to our home is available anytimeMy wife and I are both retired and are at home. Communication with us is not a challenge. On the contrary, we have made numerous attempts to contact Mr*** by texts and voice without success. We left several messages for him in Oct, Nov, and Dec, with no response from him. Had he made any attempts to repair the roof or to contact us in late we would not have filed the Revdex.com complaint.
As far as the flashing is concerned, Mr*** never mentioned it in when he replaced the roof. We first learned about the flashing in July when we contacted another roofing contractor to look at our roof. If flashing were the problem, why didn't we have roof leaks from (when the original roof and flashing was installed) until September when Mr*** replaced the roofThat is years with no leaks and the original flashing in place. Also, we have the exact same configuration on the opposite side of the roof, same flashing, with no leaksMr*** has not made any offer to us to make the repairs itimized in paragraph of his response. Had he done so, we would never have made our original complaintWe are not trying to damage the company's reputation and we are not asking for a refund of money paid. We only want a roof that does not leak
Regards,
*** ***
We understand the customer's frustrations and have offered a solution as stated in our initial response to the complaint in an effort to resolve this issue. We are still prepared and offering to provide a repair which includes removing the shingles where the leak is, installing StormGuard underlayments and re-shingling the area sealing the shingles with GeoCell 2300. The company feels this would provide the customer with a permanent non-leaking roof. At this time, the owner does not feel there is anything to gain pointing fingers about issues regarding communication or access to the home. Communication attempts were made by both the customer and the owner which, unfortunately, did not result in the repair to the leak. For the record, there is, in fact, a gate to the home. This can be seen on Google Maps if necessary for verification (link below). If communication between the customer and the company needs to be facilitated by the Revdex.com, we are happy to provide a time where the company will complete a repair to the area of the roof where the leak is occurring when there is access to the home. If there is anything else we can do to assist in this process, please let us know. We regret that communication failures and attempts to address the customer's complaints resulted in a complaint to the Revdex.com and are eager to resolve this issue. [redacted] (photo of gate)
Thank you,
Owner, Roofing Contractor Solutions