Art-Tec lack of appropriate response to issues with repairs from April 2012 hail damage.
Art-tec was contracted on or about 8/15/2012, to repair hail damage sustained on 4/28/2012 for $6,016.64.
Repairs completed late October 2012, with final payment mailed on 1/12/2013.
Payment was covered via three installments using personal checks and drafts issued by mortgage company.
Water damage appear shortly after final payment was sent to Art-Tec. Art-Tec was contacted via email. I have sent several emails and photos documenting issues, as well as what was repaired to stop the leaking into the garage and patio enclosure. I have received one call from a manager prior to sending photos, but have received no call back to address resolution or to schedule a visit for Art-Tec to do their own investigation.
Ownership to explain why the original hanger was not replaced and to address why installation team failed to properly inspect to determine no damage was done existing patio enclosure structure caused by the removal of the hail damaged roof.
A full inspection of the installation to provide confirmation all seams are properly sealed.
If ownership agrees water damage in garage was caused by Art-Tec's failure to address issues caused by their removal of the old roof, to repair the water damage drywall in the garage.
Business' Initial Response
We came out to install our PEI product which includes the sunroom roof replacement. Hangers are never replaced unless previous leak issues are addressed which there where no prior leaks at the time of replacement. Another roofing company was to install the metal roof on the resident which ties into our roof system and they were responsible for flashing to our patio roof product. They took the responsibility of the leak after we installed our PEI superfoam roof system and they installed there metal roof system and came out and reflashed their roof to our system the proper way. Then customer said the other company was not going to do inside repairs caused by the improper flashing. We do not inspect other companies metal or composite roofs after our system was install before hand. We expect the other company to be a professional company and do proper work. We cant control who a customer hires to do that said work therefore cant be responsible for improper flashing. We have spoke with customer on many occasions but we were not willing to accept the responsibility of the other company. He is going after the wrong company.
Consumer's Final Response
I would just like them to come out and inspect the second leak.
I appreciate Art-Tec explaining that the hanger is never replaced unless leak issues are addressed when there were no prior leaks at the time of replacement. We did experience leaking shortly after the PEI Product was originally installed back in 2006. Details of the leaking issues were provided to the Art-Tec sales rep that quoted the replacement and the installation team. The previous leaking was identified as an issue with the connection of the hanger to the PEI super foam panels. But, I am not asking why the hanger was not replaced as part of previous issues. I am asking because the hanger appears to be damaged from the removal of the hail damaged PEI super foam panels and I-beams. Art-Tec was to make the new PEI product water tight, which the attached photos not only show the damaged hanger but the poor sealing of the hanger to to the PEI super foam panels. I also shared with Art-Tec my concern with the sealing of the super foam panels to the I-beams. I have provided photos to Art-Tec of the damaged hanger, which Art-Tec has not responded as to why the hanger was not replaced. Art-Tec also has not visited my home to inspect my findings and work with me to ensure that the PEI product is water tight.
The second issue is the leaking into my garage. My investigation indicates that the seam of the PEI walls were broken/damaged during the removal of the PEI roofing system. Removing the hail damaged PEI roofing system required Art-Tec to apply a lot of pressure and pry bars to break the seams of the PEI roofing system, thus adding stress/press to the PEI walls. When the leaking appeared, I informed Art-Tec with no response. I investigated and provided photos (see attached) to Art-Tec of what I felt was the cause of the leaking into the garage. Again, no response from Art-Tec to schedule a visit to investigate my findings and to assure me that the PEI product is water tight.
I understand that Art-Tec does not inspect other companies work, nor do I expect Art-Tec to inspect other companies work. I do expect Art-Tec to inspect their work and control who Art-Tec sends on-site to perform the contracted work. As of this moment, Art-Tec has not shown any willingness to inspect their work and PEI product, which with the recent rain in the STL area there is a new leak under one of the PEI windows. This new leak is causing damage to the inside of the PEI product and room finishes.
I hope with the additional details and photos, the BBB will re-open my compliant and assist me with getting Art-Tec to perform a full inspection of the PEI product. If the BBB requires any further information or has additional questions, please give me a call or email.
I had submitted additional information back on May 29th and the information was confirmed received on May 30th. I check the online status today, and notice the case is still closed with no update if the BBB has reviewed the additional information. When does the BBB anticipate completing the review of the data? If the additional information was reviewed, why is the case still closed?
7/19/2013: It is still leaking. I last spoke with business on May 5th and they asked for pictures and said they would call me back but I did not ever hear back. The leaking has moved outside of the realm of business but want an inspection done by business of wall, ceiling and roof and full enclosure to ensure that it is up to business standard and it will last a lifetime of the warranty.
7/19/2013: I am satisfied with business calling in next ten days to set up a time to inspect house. Will call back if this is not done.
7/19/2013: Metal roofers not associated with business, also did work on house. Will inspect the sunroom but only will come out once and will fix any problems we caused but not problems caused by metal roofers. I will call consumer in next ten days to set up time to come and do inspection.
7/19/2013: Still leaking. I last spoke with business on May 5th and they asked for pictures and said they would call me back but I did not ever hear back. The leaking has moved outside of the realm of business but I want an inspection done by business of wall, ceiling, roof and the full enclosure to ensure that it is up to business standard and it will last lifetime of the warranty.
7/19/2013: I am satisfied with business calling in next ten days to set up a time to inspect house. I will call back if this is not done.
8/14/2013: Business scheduled appointment for Friday.
9/04/2013: There has been no change.
7/19/2013: Mediator left message for business.
7/19/2013: Metal roofers not associated with business. Also did work on house. Will inspect the sunroom but we only want to go out once. We will fix any problems we caused but not problems caused by metal roofers. We will call consumer in next ten days to set up time to come and do inspection.
8/07/2013: Mediator left message for business.
8/21/2013: Mediator left message for business.
8/23/2013: Mediator left message for business.
9/04/2013: Mediator left message for business.
9/06/2013: Mediator left message for business.
Over the last four (4) years, my wife and I have tackled many home projects (new roof, new sunroom, kitchen remodel, master bath remodel, replacement of roof due to hail damage, new gutters, and new home siding) working with several very good contractors. Like all homeowners, we wished all projects would go smoothly and not have issues but my wife and I have had a few challenges with these projects. Thankfully, the contractors we selected knew what customer service is supposed to be and how to communicate to a customer to set the proper expectation on a resolution. Our only blemish has been with Art-Tec Construction (Art-Tec).
Art-Tec was the contractor selected to handle the replacement of the sunroom roof due to hail damage. Art-Tec was selected because they sold and supported the Patio Enclosure, Inc. (PEI) product and assured us that Art-Tec was experienced in dealing with insurance claims, replacing the 6" foam panels, and committed to confirming the entire sunroom was weather tight upon completion of the project. As soon as the ink dried on the paperwork and the date to cancel passed without penalty, Art-Tec began to demonstrate that was promised was not reality.
The sunroom roof replacement was completed in November 2012, and the first leak was noticed in January 2013. I reach out to Art-Tec immediately via email. During the following five (5) months, I tired to get Art-Tec to inspect the two (2) areas that we were having issues with leaking (1. Leaking through the damaged hanger into the sunroom, and 2. leaking under the windows and into the garage as well as into the sunroom). My efforts did achieve a single call from an Art-Tec construction manager (Jim) and a few email replies that my issue was escalated to Art-Tec management. Even though I provided the additional photos requested by Jim, no one from Art-tec followed up with a call or visit. Given the lack of response from Art-Tec, I decided my best next step would be to contact the BBB to get assistance with getting Art-Tec to address the outstanding issues.
Since I submitted the my complaint to BBB in May 2013, Art-Tec has continued to show sporadic support in addressing my issues but never making a visit to my home. I did receive a single call from Art-Tec (Mr. *******) around the beginning of August, stating a willingness to inspect the sunroom to provide assurance that the room was weather tight. During my chat with Mr. *******, he openly shared recent business challenges with PEI and the pending birth of a child, as to why he and his company have not actively worked with me. Mr. ******* and I agreed to him visiting on August 19th. Mr. ******* never called to cancel, did not show up on the 19th, and is now back to stating he will not perform any inspections.
Given that I have resolved all leaking issues to the best of my ability, without Art-Tec's assistance and Art-Tec's unwillingness to perform an inspection to assure a customer that there are no other issues or that what a customer has done will not cause future issues, I see no reason to continue to pursue a dead end. Given our experience with Art-Tec, we strongly recommend all customers perform a diligent research when looking to hire Art-Tec. I know we will never contract Art-Tec for any future projects.
9/11/2013: The leaks were caused by the metal roof installation. That company came out and reflashed it and he wants us to take care of it. We told him about the old flashing issue and he called the roofers. Those roofers accepted responsibility and reflashed it. They fixed it. If our work leaks we will take care of it but we will not inspect someone else's work.
9/18/2013: I solved the problem myself, not them. There has been no leak since I made the repair about two months ago. The roofing company said is should have been flashed sic more inches. The roofing company took care of it but said it should be up to Art-Tec. Art-Tec is not willing to support their labor. I am not satisfied.