ComplaintsforProline Roofing & Gutters

• Initial Complaint

  06/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  PROLINE rOOFING INSTALLED OUR NEW ROOF IN june/JULY OF THIS YEAR. wE PAID $23,509.50. Our old roof was 20 years old and never leaked.In early November this year the new roof leaked causing damage to our kitchen ceiling. Proline denies that it has anything to do with their roofing job and won't discuss paying for damages. In fact they have constantly avoided our calls, that is until today when we told them we were filing a complaint with you. Now someone will talk to us.

  

  Business response

  09/12/2022

  We acknowledge receipt of the customer complaint, and confirm having installed the roof at *** ******** ****** this past Summer.  Please note, however, that we have communicated with the customer and attended the site twice since the leak was reported.
  

  The first visit entailed the original roofing foreman from this project attending after hours shortly after the leak was reported to review/assess the problem area around the stucco chimney.  He checked thoroughly underneath the adjacent shingles and surrounding metal flashing and everything was completely dry, so there was no leak evidence from Proline's work.  He also assessed the top of the stucco chimney where there is a metal cap and covers.  As a courtesy and to see if it would help, he applied some caulking to suspect seams on the cover and also around a gap from one of the custom covers ******* ***** ** *** ******** ***** ******  None of the chimney components (metal/stucco) were modified by Proline during the roofing project as we strictly replaced the shingles and metal flashing surrounding the base perimeter at the roof line.  Our roofer sat down with the owners that same night and explained his findings and that all of his work was found to be correct/watertight and that he suspects the chimney is the culprit. 

  The second visit by our same roofer was this past Monday, December 5th as a follow up.  The roofing/flashing are all intact and sound, and he proceeded to once again explain to the homeowners that there is no workmanship issue/error with Proline's roofing work and he suspects the top of the chimney which would fall under the jurisdiction of a qualified masonry/chimney contractor.  No further leakage has been reported by the homeowners despite rain since early November, so the caulking atop the chimney appears to have stopped the water ingress.  This means we could technically charge for the courtesy caulking services rendered, but don't intend to as a professional courtesy.

  In our longstanding business history and accreditation with the BBB we have always demonstrated a timely commitment to assessing any reported leak and addressing the situation if it falls under workmanship warranty.  In this particular case we followed through the same way we always do, except for a brief lag regarding the GM communicating with the owners for which he and ***** apologize.  As there is no issue with the roofing and our workmanship warranty terms state we are not responsible for potential interior damage after completing a roofing project, there is no liability or requirement for Proline Roofing Ltd. to cover any costs associated with interior repairs initiated by the homeowners.  ** ************ *** *** ****** ** ******** *** ********* ************ *** ** **** ************ ********** ** **** *** ******* ****** ** *** ******** ***** **********
  

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