Z Comfort Plus, LLC

As is hopefully evident by our response, we do greatly hope that we are able to resolve this matter “Item 1: Roof vents were installed improperly Holes cut in the decking do notalign with holes in the roof vent as installed This prevents theattachment of vent hoses without additional work had the alignment been doneproperly.”Once again, we suggest that you have a professional electrician connect the ventwork and ensure that it is operating properlyThis type of project is best completed by a licensed electrician, andwill ensure that everything is done properlyA professional will have noproblem ensuring the correct connection of the duct work If it is agreed that the complaint will be resolved in its entirety, Impact Remodelingwill be happy to expedite hiring a licensed electrician to complete the workfor you Since hooking up the duct workwas not part of our original scope of work, there would be an additional chargeto have this work completed “Item 2: Contractor has yet to indicate any locations, aside from the single 6inby12inreplacement location on the peak of the roof in the garage Thisreplacement is clearly visible, but is not known to be the only location.”All plywood is sold by the sheet On yourroof we were required to use only one sheet of plywood to repair the rottedwood Therefore you were charged foronly one plywood sheet“Item 3: The existing decking on the entire roof is "tongue andgroove", consisting of over sqftof non laminated naturalstructured wood planks of approximately inch by feet Perdiscussion prior to installation, rotted wood was to be replaced with similarplanking to keep the roof 100% consistent with existing constructionContract states, "If rotted plywood decking is found it will be replacedat an additional cost of $per 4xplywood sheet." As there was noplywood to rot, the replacement with plywood is not valid.”Unfortunately our agreement did not specify the use the 6” x 16’ non laminated wood to completeany rotted wood replacement The roof ascompleted is perfectly sound and solidThere was also no objection as to the use of these materials as the jobwas being completed or when the final balance was paidIn the interest of resolving the complaint, if it is agreed between both partiesthat the complaint will be resolved in its entirety than Impact Remodeling willbe happy to refund the $charged for the replacement of the rotted wood “Item 4a: How much time does Impact Home Remodeling consider standard, as per properinstallation of [redacted] shingle practices, in accordance withPlatinum installation practices? Item 4b: Pictures provided to Impact HomeRemodeling clearly show the warping is in the shingles themselves and not dueto the decking material Warping is obvious in the shingle and not in theunderlying materialItem 4c: I have asked Impact Home Remodeling to theresolve the problem of their installation, not pass the responsibility on.”Our suggestion to have an [redacted] representative inspect the jobsite, was notan attempt to “pass the responsibility on.” In an attempt to come to aresolution, we were hoping an [redacted] representative might be able toeliminate some of the variables associated with “wavy shingles.” The representative can help determine whichof the following may or may not be the cause for any “waviness” of theshingles, (a) more time needed for theshingles to settle (b) a manufacturer defect in the shingles (c) un-evensubstrate materials or (d) improper installation By being able to possibly eliminate some of these variables and or determine thecause of any “waviness” that the homeowner may see, we may better be able tocome up with a resolution or explanation for the occurrence In the interest of resolving the complaint, if it is agreed between both partiesthat the complaint will be resolved in its entirety than Impact Remodeling willbe happy to meet an [redacted] Representative at the job site and complete athorough inspection of the shingles and installation Item 4d: According to the letter provided by [redacted] , the information alludedto by the Impact Home Remodeling's first response, is to be provided byImpact Home Remodeling, and not arbitrarily retrieved by the consumer Notknowing want the extent of the information referenced by [redacted] is, this information must be provided by Impact HomeRemodelingInformation provide by Impact Home Remodeling at time of purchase consisted of"customary marketing material", provided prior to agreement and a twopage contract, part of purchase.We certainly want youto have access to your warranty informationYou can do so at any time by simply clicking on this link:http:// [redacted] In the interest ofmaking this process as convenient as possible for the homeowner, we can alsocontact [redacted] and request that they print out the information from thislink and mail it directly to the homeownerWe still encourage the homeowner to save the above link in case theirprinted information is lost, misplaced, or damaged, they can easily print aduplicate at their convenience

A resolution was proposed directly to the home owner Impact Remodeling is still waiting to hear back from the customer on the matter

Complaint: [redacted] I am rejecting this response because:The supposed offer was not even close to acceptable to us, in addition he would only make an offer if we agreed to remove any truthful, negative reviews we posted on the internet To me that is blackmail and not a legitimate offer to resolve this issue Regards, [redacted]

We are sorry to hear that you are not completely satisfiedwith you roof installation. We strive toprovide outstanding value and quality to all of our customers. In response to your issues: 1. “Concurrent with the installation of a newroof, the
contractor was to install two completely new roof vents forventilation of the bathroomsInstalation of vents did not fit properly overthe holes installed in the roof decking, precluding the attachment of hose tothe ventilating fan.”As per our original agreement,Impact Remodeling agreed to install two broan vents on the roof. It was also agreed between the two partiesthat the scope of the installation would be solely the installation necessaryto install the vent area into the roofing surface and would not include thehook up of any duct work, piping, or wiring. This type of labor would be best completed by a licensed electrician ormaster plumber. Improper installationcould lead to a dangerous buildup of moisture and heat in the attic that maycause future moisture problems in the attic and/or future problems with theroofing surface. Since Impact Remodelingis not a licensed electrician or plumber we cannot complete this service foryou. But someone who is familiar withworking with these sort of ducts should have no problem connecting the duct tothe vent. 2. “Repair of roof decking: was charged forone sheet of plywood to replace "rotted decking" the only visiblereplacement was a section foot by inchesContractor has yet to indicatewhere the roof needed to be replaced to consume the other square feet ofmaterial.” As per our original agreement, the cost toreplace plywood is not included in the scope of the original workBut it isalso stated that we replace plywood “by the sheet.” Meaning if there is any piece of plywoodrotted then we will replace the entire sheet of plywood. If you saw a foot space of rotted wood,then this would be the same location where the sheet of plywood was used torectify that situation 3. “Agreement was to replace any needed woodwith tongue and groove to match existing decking, and not the plywood which wasused.” The wording of the agreement only statedthe use of plywood sheeting I will behappy to furnish a digital copy of this agreement via email if that will behelpful “Tongue and Groove” is themethod of installation we used to install the plywood sheeting. 4. “New roofing shingles are still warpedapproximately months after installation.” While there is no set time indicated by themanufacturer for how long it can take roofs to “settle,” the time neededusually depends on many variable such as temperature, direct sunlight exposureto the roof, and humidity levels. If theshingles are not settled yet it most likely is the result of one of threereasons: 1. The shingles have not had enough time for thefavorable conditions to exist, of which is required for them to settle2. The substrate (material beneath your roof) mayhave pre-existing high spots and low spotsThis may cause your roofing systemto look wavy or inconsistent and this not lay completely flat. Unfortunately this is not covered under theImpact Remodeling warranty and is fully disclosed as item # on page one ofthe agreement signed by the homeowner3. The shingles may have a manufacture’s defectthat is causing them not to have a uniform appearance after installation. To rule out the possibility of #3being the reason for the shingles appearance, we will be happy to contact and*** *** Representative and request that he stops out the property andinspects the shingles. If there is amanufacturer’s defect, we will be able to work with the manufacturer and determinea proper resolution for the issue “*** *** indicated an omission ofinformation which the contractor was required to provide”*** *** Indicated via a typewritten letter to the home-owner, that a copy of the warranty was given to thehomeowner by his contractor. At the timeImpact Remodeling signed an agreement with the homeowner to commence with thework described, a folder was given to the homeowner that included a pamphlet describingthe *** *** Platinum Warranty Butin the event that folder has been lost or misplaced, a new copy of the warrantycan be retrieved by simply clicking on the following link:http://***

A resolution was proposed directly to the home owner.  Impact Remodeling is still waiting to hear back from the customer on the matter.

Complaint: [redacted]
I am rejecting this response because:
Item 1 response is not acceptable: With respect to having an electrician’s services, the ventinstalled by Impact Home Remodeling is entirely passive, no electricalconnections are made to this device, it is meant to receive ducting from other,possibly power devices to vent the bath room. Impact Home Remodeling was purposely contracted to do the passive ventinstallation as part of the [redacted] Platinum roof installation so therewould not be any concern by the homeowner that the roof installation with thepassive vent was done in accordance with [redacted]’s life time guarantee.With respect to additional charge for hooking up ductwork:  The above mentioned passive vent,which was installed, is sold with a short portion of duct pipe, approximately 4inches long,  on one end it has a helicalconnection, similar to the threads on a screw, but consisting of less than asingle turn.  It is designed to connect witha twist to the passive vent, of the type installed by Impact HomeRemodeling.  The remaining end of that 4inch piece of duct is able to accept standard 4 inch round duct of various typeand manufacture to complete subsequent connections to any device.   Connecting to the passive vent is like puttinga sock on your foot: no plumbing experience required. First problem, the 4inch connector to the passive vent was not provided.  Second and significantly more serious, thealignment of the underside opening of the passive vent does not match theopening created in the roof deck by Impact Home Remodeling.  Any proper connection of ducting to thepassive roof vent is obstructed by the misalignment.  To elaborate on the misalignment, think of a 4 inch holedrilled into two tightly attached 12 inch by 12 inch by ½ inch boards with the12 inch by 12 inch surfaces touching. Due to the resulting alignment of theholes, a 4 inch pipe could be passed thru the holes in the two boards.  Now, if after the holes are drilled, theboards were slid, while always retaining contact, the alignment of holes wentfrom looking like an “O” to looking like a “()”, the misalignment created wouldprevent the same 4 inch pipe from passing through the two holes.  If the misalignment created by the slidingwere significant, as is the case in the Impact Home Remodeling installation,the pipe would  not be able to passthrough both holes no matter what it’s size , (roof deck hole and passive vent connection hole) as exists in Impact HomeRemodeling’s installation.It is troublesome to hear Impact Home Remodeling repeat thesame irrational solutions: get an electrician, get a plumber.  Do they not know the type vent which wasinstalled?  Do they not understand thatthe problem which they created by improper installation of the passive roofvent installation could obviously be corrected by someone else correcting theirwork?  But it should not be done at theconsumers expense.I offer the following a plausible reason why the customerwas left with this problem:  Impact HomeRemodeling cut holes in the roof decking to accept the passive roof vents.  When the shingles were installed, the passiveroof vent was attempted to be moved to align with the roofing shingleedges.  As the helical adapter, providedas part of the passive roof vent kit, would not allow the alignment of thepassive roof vent to the shingle, the passive roof vent connector wasdiscarded.  That same misalignment is whatis currently preventing a connection to the passive roof vent.Regardless of the acceptance of my theoretical cause of theproblem, the problem still exists.Response to item 2 is unacceptable:   Where was any or all of the remaining 31.5sq foot of wood used as replacement to the roof?  Upon the end of Impact Home Remodeling’s lastday at the job site I was in contact with Impact Home Remodeling to determinewhere the additional locations were, at the time Impact Home Remodeling commentedthey would need to speak with the lead worker. This was over two months ago.Item 3 response is unacceptable:  Discussions at the time of the contract specificallystated that since the existing roof was made of tongue and groove planking theconsumer wanted it replaced with same. Upon mentioning the tongue and groove planking the Impact HomeRemodeling representative indicated a possible concern with some installationswith such planks having too large a gap between each plank, we proceeded tolook at the underside of the roof from an area in the garage open to the  roof, where it was indicated that there was noissue using the existing roof decking, and that matching any repaired wood withsimilar tongue and groove was possible.I take great offence to Impact Home Remodeling commentsthat: There was no objection to the material being used.  To this point, (a) I had expected not to needany replacement, (b) if replacement were needed we had an agreement that tongueand groove planking, which matched the existing decking would be used, (c) Althoughhome for all of the installation no one contacted the customer about the needto replace any wood.  Does Impact Home Remodeling anticipate that the consumerfollow the installer around as they work?And even more offensive, is Impact Home Remodeling’s commentthat there was no objection when final payment was made.  In good faith, payment was made when work wascompleted to a reasonable level of assurance and that any hidden defects wouldbe remedied when brought to Impact Home Remodeling’s attention.  Does Impact Home Remodeling authorize paymentto hold up if the shingles are rippled, or if a separate part of the job is notcompleted as anticipated?  At whatcustomer decided level of completion should payment be held?  50%, 10%...99.999%?The issue remains, similar to the color or preferred unerdlayment,changes to the roof installation were made without authorization: replacementof tongue and groove planking with plywood.Response to item 4a-4c is unacceptable:  Why would a complaint be resolved in its entiretyif only one many of items are addressed?  Isit anticipated that the appearance of an [redacted] representative; negatesimproper installation of the passive roof vent; the use of plywood as opposedto non laminated wood planks; the undisclosed locations of up to 31.5 sq. ft.of repair?  What is Impact HomeRemodeling proposing as a result of the inspection: wait until the waviness retreats?  My comments and pictures to Impact Home Remodeling wereintended to give reason to correct the problem, not to delay the fix. Theproblem exists.  This soon afterinstallation the responsibility lies with the installer, if the installer wantsto blame the manufacture that is not of the consumers concern.  I would not object to Impact Home Remodelinginspecting the roof which they have installed, providing a mutually agreeabletime and duration can be determined.Item 4d response is unacceptable:An [redacted] Platinum installer was selected because itwas the only way to obtain the [redacted] lifetime warranty.  As [redacted] becomes the ultimatewarrantor, as time and weather affect the shingles “properly” installed, theirinstructions are to be adhered to.  Theletter from [redacted], (copy sent to Impact Home Remodeling) indicated thattheir agent, Impact Home Remodeling, an [redacted] Platinum  authorized installer was to provide the necessaryfolder to the consumer, with whatever it may contain.  While I appreciate the convenience offered byImpact Home Remodeling, no suggestions by Impact Home Remodeling can alleviatemy apprehension of not following [redacted]’s letter. Sincerely [redacted]
Regards,
[redacted]

Impact Remodeling stands behind all of our guarantees and warranties.  We pride ourselves on customer satisfactionand work hard to maintain a high level of standards on all of our projects. Iffor any reason, any of our customers are not satisfied with the products orservices that we have provided then we encourage them to reach out to us.  In this particular case, we have reviewedthis issue thoroughly.  We havereviewed the contracts for the project and cannot find any area of the contractthat was not satisfied. The contracts will be uploaded along with this responsefor review by all parties.  Furthermore,the contract does not state that nails will be used for installation of thedeck defense product on the house.  Thisinstallation practice is only advisable when the underlayment product will beleft exposed for long periods of time. This is usually the case in new construction installation or in thebuilding of large commercial projects or developments.  We do use an installation standard that is approved by the manufacturer and we also provideda letter to the homeowner that stated such.  A copy of that letter will be attached to thisresponse as well. We understand that everyone wants to make sure they aregetting the best possible products installed the correct way, and we prideourselves on this as a company. Hopefully this letter clears up anymisunderstandings about the installation method used and also provides somecomfort in knowing that the job was done to the strict specifications of the manufacturer.We have also looked into the crew members present on the job site that day.  Dave, was the manager of the crew and he wason the job site for the entire day.  I amnot sure where the confusion is here. Dave does speak English.  All ofour office personnel only speak English, and they communicate with Dave on adaily basis with no difficulty.  Thehomeowner also had access to a project coordinator by phone for the duration ofthe project.  Given these threeconditions, we were unable to determine the nature of this portion of thecomplaint. As for the use of restroom facilities, Impact Remodeling is still investigating thestatements made by the home owner. Throughout our entire time in business we have never had any suchcomplaints on any of our job sites.  Ifthis practice did occur at the job site, I am not sure how any neighbor wouldeven see it, considering the walls of a dumpster are very high and theneighborhood in which the homeowner lives has the houses spread out by 100’s offeet. Please see attached picture of dumpster with dimensions. Obviously ifanything of this nature occurred on our jobsite we would be deeply embarrassedand quick actions would be taken to ensure that it would never occur again. Whilewe will continue to look into these statements, at the moment we are unable tofind any evidence to corroborate this. As for the length of time the job took, Impact Remodeling prides itself on completing allof its work in a timely fashion and within the standards set forth in ourwritten contracts.  Unfortunately, due tothe nature of the construction industry, it is impossible to determine theexact duration of a project before it is completed.  Items such as material delays, weather, and unforeseencomplications can all delay a project.  As a company we prioritize the quality of theproduct we deliver to the customer over the speed at which the job can becompleted. After a review of the contracts, we have determined that the job wascompleted (3 days) within the one week time frame originally estimated to thehomeowner (See contract page 2). As stated, we want to uphold all of our promises and obligation to our consumers.  With that being said, we are having troubledetermining where we were unable to meet the obligations set forth in ouroriginal contracts.

Complaint: [redacted]
I am rejecting this response because:I am including my response, to the contractors first response, in its entirety. Item 1: Roof vents were installed improperly.  Holes cut in the decking do not align with holes in the roof vent as installed.  This prevents the attachment of vent hoses without additional work had the alignment been  done properly.Item 2: Contractor has yet to indicate any locations, aside from the single 6in. by 12in. replacement location on the peak of the roof in the garage.  This replacement is clearly visible, but is not known to be the only location.Item 3:  The existing decking on the entire roof is "tongue and groove", consisting of over 1000 sq. ft. of non laminated natural structured wood planks of approximately  6 inch by 16 feet.  Per discussion prior to installation, rotted wood was to be replaced with similar planking to keep the roof 100% consistent with existing construction.  Contract states, "If rotted plywood decking is found it will be replaced at an additional cost of $60 per 4x8 plywood sheet."  As there was no plywood to rot, the replacement with plywood is not valid.Item 4a: How much time does Impact Home Remodeling consider standard, as per proper installation of [redacted]  shingle practices, in accordance with Platinum installation practices?Item 4b: Pictures provided to Impact Home Remodeling clearly show the warping is in the shingles themselves and not due to the decking material.  Warping is obvious in the shingle and not in the underlying material.Item 4c: I have asked Impact Home Remodeling to the resolve the problem of their installation, not pass the responsibility on.Item 4d: According to the letter provided by [redacted], the information alluded to by the Impact Home Remodeling's first response,  is to be provided by Impact Home Remodeling, and not arbitrarily retrieved by the consumer.  Not knowing want the extent of the information referenced by [redacted] is, this information must be provided by Impact Home Remodeling. Information provide by Impact Home Remodeling at time of purchase consisted of "customary marketing material", provided prior to agreement and a two page contract, part of purchase.Sincerely,[redacted]
Regards,
[redacted]

As is hopefully evident by our response, we do greatly hope that we are able to resolve this matter.  “Item 1: Roof vents were installed improperly.  Holes cut in the decking do notalign with holes in the roof vent as installed.  This prevents theattachment of vent hoses without additional work had the alignment been doneproperly.”Once again, we suggest that you have a professional electrician connect the ventwork and ensure that it is operating properly. This type of project is best completed by a licensed electrician, andwill ensure that everything is done properly. A professional will have noproblem ensuring the correct connection of the duct work.  If it is agreed that the complaint will be resolved in its entirety, Impact Remodelingwill be happy to expedite hiring a licensed electrician to complete the workfor you.  Since hooking up the duct workwas not part of our original scope of work, there would be an additional chargeto have this work completed.  “Item 2: Contractor has yet to indicate any locations, aside from the single 6in. by12in. replacement location on the peak of the roof in the garage.  Thisreplacement is clearly visible, but is not known to be the only location.”All plywood is sold by the sheet.  On yourroof we were required to use only one sheet of plywood to repair the rottedwood.  Therefore you were charged foronly one plywood sheet. “Item 3:  The existing decking on the entire roof is "tongue andgroove", consisting of over 1000 sq. ft. of non laminated naturalstructured wood planks of approximately  6 inch by 16 feet.  Perdiscussion prior to installation, rotted wood was to be replaced with similarplanking to keep the roof 100% consistent with existing construction. Contract states, "If rotted plywood decking is found it will be replacedat an additional cost of $60 per 4x8 plywood sheet."  As there was noplywood to rot, the replacement with plywood is not valid.”Unfortunately our agreement did not specify the use the 6” x 16’ non laminated wood to completeany rotted wood replacement.  The roof ascompleted is perfectly sound and solid. There was also no objection as to the use of these materials as the jobwas being completed or when the final balance was paid. In the interest of resolving the complaint, if it is agreed between both partiesthat the complaint will be resolved in its entirety than Impact Remodeling willbe happy to refund the $60 charged for the replacement of the rotted wood.  “Item 4a: How much time does Impact Home Remodeling consider standard, as per properinstallation of [redacted]  shingle practices, in accordance withPlatinum installation practices? Item 4b: Pictures provided to Impact HomeRemodeling clearly show the warping is in the shingles themselves and not dueto the decking material.  Warping is obvious in the shingle and not in theunderlying material. Item 4c: I have asked Impact Home Remodeling to theresolve the problem of their installation, not pass the responsibility on.”Our suggestion to have an [redacted] representative inspect the jobsite, was notan attempt to “pass the responsibility on.” In an attempt to come to aresolution, we were hoping an [redacted] representative might be able toeliminate some of the variables associated with “wavy shingles.”  The representative can help determine whichof the following may or may not be the cause for any “waviness” of theshingles,  (a) more time needed for theshingles to settle (b) a manufacturer defect in the shingles (c) un-evensubstrate materials or (d) improper installation.    By being able to possibly eliminate some of these variables and or determine thecause of any “waviness” that the homeowner may see, we may better be able tocome up with a resolution or explanation for the occurrence.  In the interest of resolving the complaint, if it is agreed between both partiesthat the complaint will be resolved in its entirety than Impact Remodeling willbe happy to meet an [redacted] Representative at the job site and complete athorough inspection of the shingles and installation.  Item 4d: According to the letter provided by [redacted], the information alludedto by the Impact Home Remodeling's first response,  is to be provided byImpact Home Remodeling, and not arbitrarily retrieved by the consumer.  Notknowing want the extent of the information referenced by [redacted] is, this information must be provided by Impact HomeRemodeling. Information provide by Impact Home Remodeling at time of purchase consisted of"customary marketing material", provided prior to agreement and a twopage contract, part of purchase.We certainly want youto have access to your warranty information. You can do so at any time by simply clicking on this link:http://[redacted]In the interest ofmaking this process as convenient as possible for the homeowner, we can alsocontact [redacted] and request that they print out the information from thislink and mail it directly to the homeowner. We still encourage the homeowner to save the above link in case theirprinted information is lost, misplaced, or damaged, they can easily print aduplicate at their convenience.

Complaint: [redacted]
I am rejecting this response because:The supposed offer was not even close to acceptable to us, in addition he would only make an...

offer if we agreed to remove any truthful, negative reviews we posted on the internet.  To me that is blackmail and not a legitimate offer to resolve this issue.
Regards,
[redacted]