ComplaintsforLallier Construction Inc.

• Initial Complaint

  08/23/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Almost 3 years ago, I had my flat roof replaced by Lallier in August, 2018, and it has been leaking. I contacted Lallier and talked to their service manager, D. B., and told him about the leaks. He came out and said he repaired it but wanted to charge me more to correct a dip on the roof to prevent future leaks. To date, it's still leaking and I called and email David and there is no response from them. My insurance came out and their report shows most of the roof is in fair-poor condition. The insurance rep & all other roof companies said since the roof was replaced less than 3 years ago, it should not be leaking or have any problems at all. Clearly, Lallier placed a defective roof and the construction was not up to par for it to be leaking so soon after replacement. I am now having to hire other roof professionals to repair what they did not do correctly.

  

  Business response

  08/25/2021

  Lallier Construction received a call regarding a leak. The new roof was in installed in August 2018. On 5/6/21 David B**** LCI service manager did go out to the property to investigate the leak. When he arrived there was no access to the interior of the building. David B**** did get on the roof to inspect where the leak could be coming from. During his inspection he noticed that a couple of the Pitch Pans were breaking apart from the penetration pipes. He also noted that the sub-structure framing had a dip in an area as was ponding water also. While onsite David B**** made temporary repairs to The pitch pockets and turned in a service ticket for the techs to go out and make the necessary repairs to the Pitch Pockets. David also advised her of the structural dip in the roof and that was outside of the original scope of work but that it could be repaired and there would be an additional charge for that portion but that the pitch pans were under warranty. David also asked for the contact information for the tenant to schedule an interior inspection as well to verify the potential leaks matched up from the interior. David was never supplied that information. Regardless David sent out the techs on 6/9/21 and repairs were made to all the Pitch Pans even the ones that showed no signs of deterioration to prevent future breakdown. The client feels that the substructure should have just been repaired because her roof has a warranty. The substructure issue is something outside the original scope of work that was not approved or paid for by her Insurance carrier. Lallier Construction stands behind the work they have installed and warrantied. The client still has a manufacture warranty in place. Lallier Construction will continue to warranty any issues that are derived from the work and materials that were installed. We are still more than happy to discuss issues and preventative maintenance that should always be part of maintaining the roof.     

  Customer response

  09/01/2021

  
  Complaint: ********
  
  I am partially rejecting this response because: I am rejecting part of this response because: 
  I emailed David the photos where the roof leaks on the ceiling inside the office and the inspection report from the insurance company with photos and details where the problems were on the roof.  He then showed up to inspect the roof without any appointment so there was no one to let him inside the office.  He then called me and told me that he fixed the leaks and said I would not have the leaking problems anymore.  I asked him about the areas where the water was pooling on the roof and why the insurance report stated that the roof was in poor-fair condition and that there were pools of water around the AC and certain parts of the roof?  He said it was due to the structure of the roof and that was not part of the job when they were replacing it.  I told him if that was the problem, they should have told me when they were replacing the roof and I would have had them fixed it before placing a whole new roof on.  He then emailed me an estimate to fix it.  I called him back and emailed him and he never called me back. 
   It also is not true that:
  1.  He did not tell me the repair he made to the pitch pockets were temporary.  In fact, he told me it was fixed and I should not have any leaking  problems anymore and it was under warranty for the next 20 years (not if they do not return my phone calls and emails).
  2.  He has never asked for the contact of the tenant to make follow up inspections.  In fact, I offered and he declined and said the leaks were fixed and said it is under warranty.  When he did not respond to my email and phone call messages, I contacted the manufacturer and they said Lallier only asked for a material warranty for my roof only because it was free for them to have such warranty.  I told the rep that their rep told me everything was under warranty for 20 years.

  
  Now, these are the problems I got quoted from the other roof companies and they all said it was due to poor installation practices:

  
  1.  There are about 7 pitch/pipe arms/gas lines penetrations that need to be sealed that were not sealed
  2.  Holes/marring in TPO membrane need to be sealed and terminations need to be corrected
  3.  the AC needs to be repaired and seams have to be caulked so the water can drain out and stop pooling water and continue to cause more damages in the future
  4.  NW corner where the water was pooling, the insulation need to be replaced with a tapering system so the water is allowed to drain down instead of pooling in the dip/concave surface
  5.  Need to install TPO seam flashing down the middle of the parapet wall

  
  All these problems are the results of the defective installation of the roof by Lallier and not from the structure of the roof whatsoever.  I believe Lallier need to make the repairs to the leaks around the AC unit because their subcontractor did not do it right, seal all holes/marring in the TPO membrane, pitch pockets/pipe arms, etc., and terminations need to be corrected, install the flashing down the parapet wall and repair the area where the water is pooling in the dip and whatever else so that the roof will be in excellent condition and not fair-poor as stated in the insurance report at no charge to me.  I would also like to have a written warranty for the next 20 years on matirials and labors as they had promised in the beginning. 
  
  Sincerely,
  
  ****** ****

  

  Business response

  09/03/2021

  ******,

  Thank you for reaching out again. I understand where you are coming from and would like to get these issues resolved for you. If insulation is wet you are covered under your warranty and LCI would be more than willing to take care of any issues due to installation. I believe A*** *** ****** our VP of operations had reached out to you a couple days ago. Nonetheless I would like to personally come out verify all the problem areas and get them taken care of. we do appreciate you as a client and want to make sure you have a product you can rely on. Please contact me directly at ************.

   

  Andy C**** 

  C.O.O.

   

  Customer response

  09/16/2021

  
  Complaint: ********
  
  I am partially rejecting this response because:  Lallier’s VP of operations, Alex A*** *** ******,  telephoned me on Tuesday; I called him back on Wednesday and left him a message but he did not call me back.  After getting a response from Lallier’s COO, Andy C****, I telephoned him and he appeared to be very eager to do whatever it takes to repair the leaks.  He said he had reviewed the paperwork and I do have a full warranty for the roof.  I gave him the tenant’s phone number to make an appointment and he went out to inspect the leaks on the roof.  I then telephoned Andy after his appointment.  He said they temporarily patched/sealed 7 pitch pockets including the one by the AC that they had missed the first time and that he does not think there is any needs to repair the dip where the water was pooling because it’s only about 1/2 inch deep and that the water will evaporate within 72 hours.  Andy also said they will be back by the end of this week to permanently seal all the leaks including around the AC’s edges.  He said he will personally run a hose on top of the roof after they had finished sealing all the leaks and will re-assess the dip where the water was pooling to make sure that it does not need any repair.  He also said he will have a 10-year-warranty for me after all the leaks are repaired and that the 20 year manufacturer’s warranty for the materials still stands.  I will wait until he has notified and assured me that all the leaks are repaired to have someone run the water hose to ascertain that the roof is not leaking anymore and if the water pooling will evaporate within 72hrs as Andy has said or if he informed me of any changes before accepting their response. 
  
  Sincerely,
  
  ****** ****

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