I have a leaking screen porch roof which they installed. The issue is not resolved after 5 months.
My complaint involves a leaking screen porch roof and many attempts to fix the leaks, some of which still exist, as well as slow responses, or lately, no response to my notifications. I have notes, but this is a condensed version. I refer to my "job manager" as my main man, and to the installers as the crew. Each time leaks appeared I called the office ASAP. The installation began on JUNE 3, 2015. Many of the leaks are repetitive. On JUNE 9 and JUNE 17 their were leaks. The crew came on JUNE 29 to fix them. I was told by the main man that the crew had not brought the tape needed for the installation. After rain I had leaks JUNE 30. The crew came JULY 1. On July 2, after the grout had 24 to dry, I hosed off the roof and found 6 leaks. I called the office and found that my man was out for a week. On his return, I called him and he said he was not aware of the leaks.
I had a contract from June with a floor tile installation co. for July 17, which I kept. They said standing water could damage the porch floor.
On JULY 28 the crew fixed some leaks, but said that all could not be fixed then because the caulk had shrunk. The main man said to put a metal covering over the areas. On AUG. 10 that was done. Then 2 previous leaks reappeared. On AUG 31 the main man and crew came. After repairs, they hosed the roof and it leaked. On SEPT. 4 they put sheets of aluminum down over the leaks. They hosed the roof and found no leaks. After 3/4 in. of rain, I had a few leaks. After not hearing back, I called again Sept. 14. The main man and crew came SEPT. 16 and repaired. On OCT. 23 a heavy rain caused multiple leaks. On OCT.29 the crew put Cool Seal in the openings where it leaked. On OCT. 3O and OCT 31, after rains, the areas leaked again. On NOV. 2 the crew put more Cool Seal in some of the openings. The crew chief said he couldn't fix them all, and will return and remove the flashing and tape and cover the porch roof with tar! I asked that he call me and tell me when he will do that. NOV. 10 and no calls. I called the office and left a message for the main man to call and give me some idea when they would come. On NOV. 11 a one square foot piece of aluminum blew off the roof. I called, and described that. NOV. 13 and no call back for 12 days. I have been very polite throughout this ordeal, and want a resolution.
I got calls to pay the final payment on July 10, Aug. 10, Aug. 18, Sept. 9, and Sept. 23. I told the finance people that I still had leaks, of which they were unaware. They said they would tell my main man each time. During the Sept. 23 call I said that I had been told that if leaks occurred, I had a 15 year warranty for that. They agreed. He said I would be mailed the warranty after the final payment, which I paid at the office on Sept. 24. They mailed the warranty, but it WASN'T the one which said a 15 year installation warranty. However, I printed the correct one out after downloading it from the icon on their web site.
Do whatever it takes to fix the leaking roof, and quickly.
Contact Name and Title: ***** ** CS Manager
Contact Phone: XXXXXXXXXX
Contact Email: ********@windowexpodfw.com
We understand there have been some issues with the roof of this room. That is why Window Expo has responded within 24 hours whenever we were informed of any problems.
We stand by our warranty and will resolve this to the homeowners satisfaction. We have an appointment with the homeowner on December 4th with our installation manager and production manager to determine the cause of the leak and resolve the issue as quickly as possible.
(The consumer indicated he/she DID NOT accept the response from the business.)
As far as their response goes, it is alright, but I have not received the service they promised, that is fixing 3 of my old leaks which reappeared. They did come out today, Dec. 4, but must make another appointment with me to try to fix these leaks which appeared Nov. 27.