Complaint Category: Improper or inferior service
Complaint: Company did not follow manufacturer's instructions in installing shingles causing blown off shingles and repair cost. They are not reachable by phone.
Home Pride installed *** 40-year architectural shingles on my roof in July 2008. The part of the invoice that related to the installation of the roof and upgrading to the 40-year shingles was $7633.15 ($6755 + tax).
On November 24, 2013 shingles blew off my roof in winds that gusted up to only 55 km/h. According to the product warranty, if shingles of this type are properly installed then *** warrants them against wind damage for the first 5 years in winds up to 128 km/h (my roof was only four months past the 5 year mark when the damage occurred). After the 5 year period, the manufacturer offers a prorated warranty on the condition that the product was installed in accordance with their instructions.
I contacted Home Pride the next day and was told their crew was busy until next week and that the labour warranty had expired.
As heavy snow was forecast that week I had another BBB company, ***********************, repair the roof on short notice ($400). The company representative informed me that the shingles had not been properly nailed on the manufacturer`s nail line leading to the blow off damage and that the manufacturer would not honour the warranty.
In May 2014, I had the same company, ***********************, perform a full inspection of the roof and attic ($200 + tax). The inspection report dated May 14th indicates that:
"- The biggest problem we did encounter was the nails holding the shingles were not nailed correctly on the line. The nails were nailed at some places 2 inches from the line which resulted in blow offs the previous year. This is a warranty concern as well. The shingles are susceptible to wind damage.
- we noticed there was no caulking used for the crucial part of the roofing system: around vents, plumbing flanges, flashing, and exposed nails.
After inspecting the roof and the attic, our final assessment indicates that the roof is in good condition but is susceptible to water damage and wind damage. These details should be looked after to prevent long-term problems.``
I attempted to contact Home Pride on June 2nd using the telephone number that appears on their documents that I have and on the internet. A message states that the telephone number is unassigned leading me to believe that the company may no longer exist.
My complaints against Home Pride are the following:
* The company failed to follow the manufacturer`s instructions in installing shingles leading to
- blown off shingles in only moderate wind on a roof that was only a little over 5 years old and a resulting repair cost;
- remaining shingles (``40-year shingles``) that are susceptible to wind damage as they are `high-nailed`;
- a roof that is unlikely to qualify for the manufacturer`s product warranty due to improper installation.
* The company did not caulk around crucial parts of the roofing system (vents, plumbing flanges, flashing, and exposed nails) making the roof in those areas susceptible to wind and water damage.
* The company made inaccurate representations in its promotional material and contract which were inconsistent with the inadequate service they provided to me, namely a failure to follow the manufacturer`s installation instructions for the shingles and a failure to caulk parts of the roofing system:
'... installing the work according to the best roofing practices'
' ... by using the best installation techniques ... we achieve superior results thereby giving you, our customer, satisfaction, long-term protection and excellent re-sale value'
'A premium roof is one that ... that is installed according to quality roofing practices ...'
The checked items are required for a quality long lasting roof
All of the above work to be completed in a quality and professional like manner
* Assuming the company is still in existence, it is not providing an easily found means for its customers to contact it by telephone in order to respond to their concerns.
Complaint Resolution: Company failed to respond to BBB to resolve or address the complaint issues.