Complaint Salesman told us new roof would include way to cool living room space by using "storm guard". When putting on roof workers said would not work. 7-26-13 New roof installed. Salesman ***** ***** said storm guard installed under shingles in LR would take care of overheating in LR. As roof being installed representatives from MidSouth came and said this was not solution that would work and it would cost $795 more to fix problem. We felt we had no choice but to go ahead and Ok'd this. Then several minutes later they said their big boss said he would not be responsible for additional load on roof. So now we are paying for a new roof and did not get what we especially wanted to take care of. We are stuck paying for a roof that does not take care of what we requested. We were taken in a big way.
Desired Settlement We want what we requested and was promised.
Business' Initial Response Contact Name and Title: ****** ********* Ops Mgr Contact Phone: XXX-XXX-XXXX Contact Email: ******@midsouthconstruction.net We are very sorry that Ms. ******* is unhappy and feels that she has been treated unfairly. That is not the outcome that we like to hear from one of our customers. ****** and ***** ******* were approached by one of our project managers offering a free roof inspection. Upon inspecting their roof, it was determined that their home had sustained storm damage and it was the opinion of the project manager that the roof should be covered by insurance. The ******* were totally unaware that their home had sustained storm damage and may qualify to be replaced by their insurance company.
The ******* signed a contract MidSouth Construction on June 27, 2013 and agreed to a full roof replacement along with their gutters and downspouts if Mr. ***** was able to have the work approved by their insurance company. Mr. ***** assisted in the insurance claim process and met with the insurance adjuster in order to represent the ******* in this matter. It was agreed by the insurance adjuster that the roof and gutters had sustained storm damage and a full roof and gutter replacement was approved to be paid by ******* *******
The ******* informed Mr. ***** that their living room had vaulted ceilings and was hard to cool. The home is estimated to have been built in 1984 and the construction of the living area did not allow for any type of ventilation or insulation. Mr. ***** stated that he believed that installing storm guard over this entire area when the roof was torn off, at an upgrade cost of $300, would help to insulate this space and should make this living area cooler. The ******* agreed to this upgrade, along with upgrading their 3 tab shingle to an architectural shingle and having ridge vent installed.
The roof installation was started on July27, 2013. Mr. Brown is a new project manager with the company and is professional and knowledgeable in basic roof installation. However, in his attempt to make the ******* happy, he did over promise to remediate their heat situation which was not a factor in the insurance claim to replace the damaged roof. We acknowledge that Mr. ***** made a mistake when he stated that storm guard would work as an insulation product. On build day, Mr. ***** contacted the commercial roofing manager with MidSouth and asked him to come and evaluate the situation with the living room retaining heat.
After seeing the way the ****** home was constructed, it was the commercial manager's opinion that installing storm guard over the vaulted portion of the roof would only aggravate the problem and should not be done. Storm guard is a water repellant material and is not an insulation product. Covering the area with this material that had no ventilation would have caused the roof to sweat and lead to long term rot and moisture problems. We understand how Mr. ***** possibly came to this belief, but it was incorrect. Mr. ******* advised the ******* that the problem was with the structure and original construction of their home and the storm guard should not be installed. He believed it might be possible to add a second layer of decking to the existing roof and create a cavity to allow some of the heat to escape but advised the ******* that it would not be an inexpensive fix. Mr. ******* contacted the owners of MidSouth who were both out of town to discuss the situation and his opinion with them.
The owners of MidSouth are experts in roof construction and hold an array of certifications including LEED AP as well as being licensed general contractors. The owners of MidSouth both agreed that the storm guard should not be installed and the statement made by Mr. ***** was a mistake. They also informed the commercial manager that adding an extra cavity to the roof decking was a possibility, but it would entail changing numerous facets to the structure of the house and would be an expensive undertaking as well as require the approval of a structural engineer. They stated that they would not move forward and accept the liability of adding a cavity unless the ******* understood the extent of this project and were in agreement with the cost and have a structural engineer approve the project.
** ******, co-owner of MidSouth Construction, contacted ***** ****** and had a lengthy conversation with him regarding our position and his options. Mr. ****** stated that he understood that Mr. ***** had spoken in error and had made in mistake in informing him that applying storm guard would solve a structural problem. He also stated that they would not have the funds to invest in making structural changes in the home.
While the owners of MidSouth are very apologetic that Mr. Brown made a mistake, they trust that the ******* understand that we are not responsible for rebuilding their home and correcting a structural issue because an incorrect statement was made by a new project manager. Their roof had sustained storm damage and needed to be replaced per insurance allowance. The interior cooling of the home was not a part of the insurance claim. We are extremely sorry that the ******* are unhappy and understand that they are disappointed that Mr. ***** made a mistake in informing them that something as simple as applying storm guard would solve their heat problems which have been in existence in the living room space since 1984. However, we have made a good faith effort to explain the situation to the ******* and correct this mistake.
Ms. ****** has stated in her complaint that her desired resolution is "we want what we requested and was promised...." MidSouth Construction cannot honor this request because to do so would be detrimental to her home. The ******* were not charged the $300 upgrade fee to have storm guard installed over the entire area of their living room. Storm guard was installed at no cost to the chimney and flashing areas which is where storm guard is designed to be installed and will work properly. We cannot install storm guard as promised because this statement was a mistake and to do so will be harmful to the roof. We trust that Ms. ****** would not wish for MidSouth to fulfill a promise that was made in error and will damage her home. We have tried to correct the mistake and did not charge the ******* for work that would not be beneficial for them.
We cannot apologize enough that Mr. ***** made a mistake and erroneously believed storm guard also served as an insulation property. However, Mr. ***** is also responsible for bringing the storm damaged roof to the attention of the ******* and successfully negotiating for a full roof and gutter replacement paid for by their insurance! Our contract with the ******* was to remove and replace the storm damaged roof and gutters. We have voluntarily released the ******* from their contract which authorized MidSouth to replace the gutters on their home. Their roof has been removed and replaced according to the insurance settlement which was in no way connected to the interior heating or cooling of their home.
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