ComplaintsforDirect Metal Roofing, Inc.

• Initial Complaint

  05/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  January 2023, got an estimate for reroofing my house with Direct Metal Roofing. Filled out contract and job was started and finished a few weeks later. First heavy rain after that I stepped out the front door and noticed water coming around the bottom edge of facia and across the soffit all the way to wall. Had a friend that used to be a roofer look at it and he said that the drip edge was installed with the lower kick out edge not kicking out at all but running straight down and tight against the soffit resulting in no drip edge at all. He said before long if that edge was not bent outward to form a kick out that the facia and soffit would start to be damaged from rain runoff. Contacted Direct Metal, two of their reps came out and said they saw no problem and refused to solve the problem. They said another rep would call and when he did said same thing . They refused to do anything to fix the problem. When roof was installed they sealed the lower edge on top of drip edge and moisture barrier with roof sealer and if they remove the drip edge the lower sealed edge would be damaged and it would compromise the integrity of the whole roof. Been told by several roofing workers that there is a tool that will bend the lower drip edge kick out without removing it. Said most companies charge several hundred dollars to do that. I’m going to do that myself and don’t want Direct Metal on my roof again.

  Business response

  05/17/2023

  We have been out and addressed this issue several times. 
  

  Customer had gutters before we did the roof. Gutters were removed exposing the drip edge and fascia that was not visible before. 
  

  The entire roof was built to Florida Code using Florida approved products. The drip edge used for this home is the exact drip edge that we use on ALL homes, as it is approved for Florida code.

  This home was also inspecting by the city twice to verify the roof was built to code  

  This home was also inspected by a third party to perform a wind mitigation on the entire roof structure. No issues were brought up and all inspections were passed.

  The drip edge is doing exactly what it is supposed to be doing. The difference here is without gutters, you can see the drip edge where before with gutters, it was not exposed. 
  

  Someone from our office and our licensed roofer will be in contact to address this. 

  Business response

  05/19/2023

  I am sorry to see that you rejected our response. Your roof was built to meet and or exceed Florida building code. We used products that are approved for Roofs here in Florida. Your home was inspected by the City Inspector, and a third party home inspector. This homes roof passed TWO inspections by the city, and complete wind mitigation inspection by a third party. ALL 3 inspections passed. Your drip edge is not causing the problem. The problem is from your soffit. You had gutters before we did the roof, they were removed. You would not have seen the issue with the soffit, as they were behind your gutters.  Our contract and permit was to re roof your home. Re-roof includes bringing the roof up to code from the drip edge, the decking and the top of the roof, all penetrations and all flashings. This was done. We did not have a contract to do your soffit, gutters, or fascia. 

  Customer response

  05/19/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******.  I purchased this house in 2014, it was built in 2003 and had no gutters until 2016 when I put them up. The house had no problems with rain running around the facia and across the soffit and down the wall. There was a kick out on the drip rail before and after the gutters. Direct Metal took the old drip edge down and should have seen that it had a proper kick out. I’ve looked at many write ups on proper drip edge installation and all say there should be a gap between facia and drip edge. This is installed with no kick out and tight against the facia making it impossible for the drip edge to do what it is supposed to do. Have someone look up the process and you will see that the manufacturer does not agree on how the drip edge was installed. Thank You   ******* ****** 

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They replaced our shingle roof to metal roof. They did horrible on the design. They sent crew back 2 times to fix but the outcome still not good. It's affecting our curb appeal, house investment value. it is affecting us mentally because it was our forever home once. Now either we suck it up and grow old with this ugly roof, or we would have to win lottery to replace new one. Its not easy to find someone to fix this because nobody Wana responsible. If we hire someone else to fix this, it will void our warranty. We even doubt they will keep up with their warranty.

  Business response

  05/12/2023

  Thank you for leaving us a review. As you can see from our reviews and reputation online, we strive to provide everyone with a 5 star experience. It is evident that we missed that mark with your experience. I have notified the office of your concerns, and someone from production will be with you to resolve these issues. 

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Date of Transaction: 5/11/22 Cost: $28,025.00 The business committed a finished standing seam roof. Installation started on 7/25/22 and it's still not complete....three months later. A DMR representative did a walk through of my roof and I showed him all my areas of concern, the rust spots, the roof cap seams, and bent gutters. He said that the installation team didn't install the roof caps properly and they would need to be replaced. He had DMR order additional roof caps and they were delivered to the location on 10/3/22. It's been a month and they have not yet replaced the faulty roof caps. I texted and called DMR and it's difficult to reach a person for a response. When they do respond I receive a "we're working on it and will contact you shortly" message. The attached pictures are a small selection that represent many issues throughout the entire roof. There are rust spots all over the roof, many caulking joints are substandard (the DMR rep said they weren't done right) and there are scrapes and scratches throughout the entire roof that I am hoping will not contribute to future failures of the roof or a reduction in quality of the roof.

  Business response

  11/09/2022

  There were some discrepancy's on this job, But since then they have all been taken care of, *** the rof is correctly installed and passed all local municipal, as well as and all internal inspections. Please feel free to contact the office if we cvan be of further help.
  
  Thank you

  Customer response

  11/11/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not except DMRs response to my complaint. Although they have repaired their faulty installation (replacing the ridge caps that were not installed properly), they have not yet addressed all the rust spots on the roofing panels. Last contact on 11/4/22, the receptionist they said they would send a representative to evaluate the rust spots and that they would contact me when the representative was going to arrive at my house and I could review the faulty panels with him. I sent pictures of the rust spots to DMR on 11/6. So far I haven't heard anything from them yet.

  Business response

  12/22/2022

  Business Response /* (1000, 5, 2022/11/09) */ There were some discrepancy's on this job, But since then they have all been taken care of, And the rof is correctly installed and passed all local municipal, as well as and all internal inspections. Please feel free to contact the office if we cvan be of further help. Thank you Consumer Response /* (3000, 7, 2022/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not except DMRs response to my complaint. Although they have repaired their faulty installation (replacing the ridge caps that were not installed properly), they have not yet addressed all the rust spots on the roofing panels. Last contact on 11/4/22, the receptionist they said they would send a representative to evaluate the rust spots and that they would contact me when the representative was going to arrive at my house and I could review the faulty panels with him. I sent pictures of the rust spots to DMR on 11/6. So far I haven't heard anything from them yet.

  Business response

  04/01/2024

  According to our field manager, *****; these issues were taken care of for ********************. Direct Metal Roofing replaced the roof cap, resealed & caulked areas, cleaned the rust spots as best as possible and washed down the roof. 

  Customer response

  04/06/2024

   
  Complaint: 18786153
  
  I am rejecting this response because I am still not convinced that I received a quality roof.  With all the things that I found wrong with the installation how can I be guaranteed that my roof is structurally sound?  ***** was really great and fixed a couple issues immediately but had to order additional parts.  He actually said that the installers were sloppy when he saw how the metal joints were caulked together.  The *******, at that time, told me that I had Direct Metals "best installation team".  With all the problems I'm having that just isn't true.  How many things didn't I catch that could cause a structurally weak roof?
  

  Every time I check out my roof I see more and more things wrong with it.  Rust spots are still scattered and some seams are separating on the roof caps...whether the separation was there from installation or it's weakened over time I don't know.  I've actually considered hiring another roofing company to replace the roof because I just don't have piece of mind with all the issues.

  I would like to note that Direct Metal customer service responded to this complaint a year and a half after I submitted it.  *************************** called me about a month ago and left a message.  I returned his call and left a message with a sales person but my call was never returned back.  I'm docking them another star for length of time it took them to respond.

  I wish DMR the best of luck with their business as well as their future customers.
  

  *****************************************************

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