ComplaintsforFraser Valley Roofing Ltd.

• Initial Complaint

  14/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We just had our townhouse roof completed on Monday, November 6 by Fraser Valley Roofing employees. I noticed a dent on our exterior patio roof that happened from someone stepping on a spot that was not supported. I brought this issue to one of the workers that came by to clean up the remainder of the debris from the roofing project and reconnect our dryer vent. He mentioned the same issue happened on one of the other buildings in the complex and it was for sure from someone that had stepped on the roof. With that being said, we asked for either a fix or payment for the panel being replaced by another company that has done the patio coverings initially. The employee mentioned they were trying to source the metal and couldnt find it in **, but potentially *******. After much email correspondence they claimed they have no record of ours being damaged even though I have pics to prove and contacted them which is all in an email thread and spoke with an employee about it. They are replacing another one in the complex, but not ours. This damage is costly and the patio panel needs to be replaced as it is now weakened and could collapse due to snow load.

  

  Business response

  11/01/2024

  Hello *****,

   

  We always take ownership if our crew damages a customer's property. In the case of your neighbor, the damage was clearly roof related and our employee confirmed it. We were unable to confirm that in your case. If you look at your photo ending in ****, you will see that the dent is quite far from the ledge of the secure roofing area that we were on. If a person had accidentally stepped that far onto the weak patio cover, they would have lost balance. The secure roofing area i located in the top right of the photo, and the area to the left of the patio cover is plexi-glass. 

  We trust our employees to admit any damages they make to our customer's property, and have no reason to question them. 

  We will send a repair technician to come next week (weather permitting) and view the top of the roof. If a piece of material fell or a tool, there will be scratches an pieces there. If we can confirm that our company caused the damage, we will surely do what is right. If we can not, and perhaps a ball or other item fell onto your patio, that maybe you didn't notice prior to hearing that your neighbor's was damaged, we can not accept liability.

  I will update this file with the photos and report.

  Customer response

  19/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Thank you for your reply, and for your consideration in this matter.
  
  I just wanted to clarify a few things to ensure we are on the same page moving forward.
  
  1)  When I brought the damage to the attention of one of the *** employees on November 6, ************************************************** prompting that it was one of the workers who "must have stepped there", so we have a verbal admission to the fact that it was *** that caused the dent.
  
  2) At the same time, the same employee, after seeing our ****, informed us of the other damage in the complex that was very similar to ours, again, supporting our position. He only mentioned it after we brought the issue of our dent to his attention. We had no prior knowledge of any other damage in the complex as part of the roofing project.
  
  3) We recently moved into this townhome (May 2023) and the issue of the dent in the patio covering was not noted in our home inspection. Our realtor also confirmed that there was no dent when we moved in and she is willing to act as a witness.
  
  4) The dent is actually quite close (~3 feet) from the edge of the shingle roof,  which may not show in the pictures that were sent. With that in mind, it is quite probable that the damage could have easily been caused by your employees (we also consulted another roofing company who happened to be in the area for their opinion in the matter, and they agreed with our assessment). Considering the fact that the little sloped pitch that the employees were working on was only about 3 feet long, this did not allow for much room to move without stepping on the patio roof (which could have been avoided if plywood had been laid down to protect the patio covering). From our bedroom window you can clearly see a foot **** and skid where the dent is, before the recent snow.
  
  5) We are 100% sure that there was no ball, toy, or other item dropped on our roof during the few months since we moved in and the completion of our roof, as this would have been clearly seen at the time, or the neighbor would have come to retrieve it. If necessary we could confirm this with our neighbor as well. It is highly unlikely that even a soccer ball or similar item could cause a dent of this size, shape, and nature. We feel that visual inspection can rule this out with a high degree of certainty. Furthermore - the *** employee confirmed that it looked very similar in nature to the other damage done as part of the roofing project (i.e clearly a dent caused by a human foot).
  
  We are asking that the damage that was admitted to be caused by *** employees  (and that all other available evidence reasonably confirms) be repaired like the other damage to the other units in the complex.
  
  Thank you again sincerely for your consideration of the above points.
  
  Sincerely,
  
  *****************************

  

  Business response

  08/02/2024

  *** is rejecting your claim that our crew members damaged your patio cover. Please see the timeline below:

   

  *** completed the roof on your unit in October 2023.

  November 2, 2023 - we received an email from ***********************, the strata treasurer with a list of issues they wanted fixed, your patio roof was not listed. This list was compiled after a thorough site inspection and walk-through.

  November 6, 2023 - we joined *********************** again for a thorough inspection and walk-through, none of those present noticed any damage to your patio roof cover.

  November 10, 2023 - your first email regarding this issue where you said one of our employees said it was "for sure" from someone stepping on the roof. While we can't confirm that because one of our employees agreed that it was said, even at that time it was not confirmed to be an *** employee. We went back and forth for some time and I told you we have not been able to confirm such a conversation happened. Our employees have always admitted if they caused damage and we know beforehand. 

  In regards to your last reply, you changed the verbiage and said our employee "readily admitted fault without question", that is just not true.

  We understand the damage was not there when you purchased the home, so your realtor's confirmation is moot. That was in May 2023, 6 months prior to your email.

  The dent could only be from a falling piece of material, and there would be tar marks. There is just no physical way an adult could step down from a secure footing onto an unsecure area without falling entirely. This is an act of gravity. If you look at the photo I have attached you will see the slope of the roof and how gravity would pull the person down. 

  We visited the home on February 7, **** and spoke to ******************* who could not confirm he saw any damage to the patio cover. As previously stated, both inspections were very thorough. We believe it would have been noted.

  *** believes the damage to be from something that we are not responsible for and deny and refuse to accept liability or be financially responsible for the damage.

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