Business did not back up their warranty.
On several occasions, I called for ridge vent problems and was ignored. This time, they would not deal with premature rust and did not properly install the right underlay in the valley, causing leaks. Their excuse is that I attempted to fix it myself (after they did not answer my requests), that someone else was responsible (Florida Solar), or that a disputed financial amount from a 'last minute' requirement to move a vent stack during the 2005 metal roof install, which cost $300 to do by another contractor in order for them to complete the roof (in their words, but not per others in the business) was not paid.
They need to properly reinstall the entire roof with appropriate underlay and good galvalume, not the stuff that is currently rusting and faulty.
NOTE: Physical address not listed due to FSS 119.07 protection exemption for public records disclosure. Do not publish physical address from vendor response(s).
Business' Initial Response
We installed this standing seam roof for Mr. ******* in 2005. At some time subsequent to our installation and final inspection by the City of Cocoa Beach in 2005, Mr. ******* had solar panels installed on the South slope of this roof by another contractor. We were not contacted by Mr. ******* regarding any problems with the roof until July of this year. We inspected the roof and found that the area of his roof complaint was on the South slope of the roof and that the solar panel installation had been removed, but that there was still evidence of its prior installation. We have documentation in the form of photos taken from internet websites of the past solar installation and current removed state on this house. Mr. ******* had work done on this South slope area by other entities at some point prior to our inspection. No other areas of the roof appear to have been modified. The work was not, in our opinion, professionally performed, and other modifications to the roof in that area lead to the conclusion that the solar panels may have been leaking onto this metal roof for a long period of time.
We have had no problems with this material manufacturer, which lends credence to our conclusion that Mr. ******* has solely contributed to, and magnified his problems. Our two year warranty is long since passed.
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
It appears that *******'s poor work and materials is conveyed by their lackadaisical attempt to not only just repeat themselves in their responses, when they take the time to respond, but they cannot get my last name correct every time. This poor attention to detail is reflected in their work and their inadequate customer service, too. In 2007, I called several times (as forensic telephonic research will confirm) about the ridge vent issues, where the materials used by ******* were substandard (foam) and all were eating away from the elements, etc. My calls were met by a brusque, rude and unprofessional woman who would not let me talk with anyone else and did not forward my concerns, as I never heard back from anyone. The inserts were replaced with a solid venting barrier by a licensed contractor and have not been a problem since. In 2012, I noticed several defective roof areas and tried to contact ******* again. Same result. In order to mitigate further damage to the worst areas (four panels had substantial rust, allowing water seepage), I had this same, in their word 'poor', contractor, with over 20 years of metal experience, remove the affected rusted areas and temporarily install four pieces of leftover galvalume from 2005 to prevent further damage. More substandard ******* work was identified: all the panels had rust, especially since all the ends had been improperly bent; wood sections had not been replaced before roof installation as per contract; no metal underlay under the valleys, with an additional strip of metal attached, instead of a final bend on the metal to secure to the corresponding standing seam panel, using hardware, now rotted, that was not stainless steel; and again, the unneeded requirement to move the vent stack for the north valley because the ******* team were not capable of doing the work properly even with sufficient room. After all this poor workmanship was recognized, I tried to call again, until, using a different voice and phone line, managed to get the supervisor's cell number and contacted him for resolution. I request that your office use whatever means possible to persuade ******* to do the right thing instead of their delays, accusations, deflections and sheer irresponsible avoidance of their workmanship, warranty and word commitments.
Business' Final Response
We have no record of Mr. ********* claimed notification timeline. Our first notice was as stated, just this summer.
The substandard work performed on this roof by others, after our original installation in 2005 is evident, as are the other unauthorized modifications performed since then.
Our original, professional roof installation has been poorly modified by the homeowner or his representatives. Like any other company in a similar situation, we cannot be responsible for changes made to our work by others.