ComplaintsforManor Roofing & Restoration

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction payment 1576.96 on 6-22-21 incident date 7-16-21 Improper installation of .custom chimney caps causing one chimney cap to detatch causing dents and bending in metal could not fix damage,Reinstalled temporialy. After Manor Roofing temporialy reinstalled I was left with the installer saying that they would have to get a replacement because the damage to the caps could not be fixed Owner first suggested cause was high wind then said I had someone on my roof taking the caps off and on. I didnt have any work done and no one was on my roof except Manor Roofing .My other custom caps that were being replaced with the same custom caps but new ,never came off in 11 years 2 roof replacements from storms.

  

  Business response

  11/19/2021

  Ms. ******* ***** signed a contract with Manor Roofing & Restoration Services on 10/09/2020 for a full asphalt roof replacement, full gutter replacement, and replacement of two specialty chimney caps related to a hail damage insurance claim. The full asphalt roof replacement was completed without incident on 10/21/2020. The full gutter replacement was completed on 12/15/2020 without incident. The specialty chimney caps, which were special order took a significant amount of time to make and arrive, were installed on 1/20/2021. Our owner, **** ***** was on site during portions of the chimney cap installation. 
  
  Throughout the process of completing our contracted work, Ms. ***** questioned the validity of our work.  Many of her questions were uniformed, loosely researched on the internet, and repetitive.  In spite of that numerous employees made every attempt to satisfy her concerns patiently.  In addition, Ms. ***** was rude and combative with our office staff, our salesman and nearly all laborers completing the contractedwork.  In an attempt to maintain good customer relations, we completed items at no charge (painted roof pipe flashings) and redid a chimney flashing because she claimed it was not aesthetically pleasing.  None of our attempts to maintain good relations were met with any appreciation.  
  
  Ms. ***** also complained about our final billing and after numerous communications with her insurance company she paid in full on June 18, 2021 approximately 4 months after the completion of our work.  At that time, Manor provided lien waivers and closed her file.  
  
  On July 9, 2021 a severe storm swept through the Warrenton MO area with wind speeds reaching 75 mph +.  Attached is a news story recapping the storm events from that evening.  The lead photo in the story is a home located 6 miles due east of Ms. *****’s home.  On 7/16/2021 Mrs ***** emailed to tell us one of the custom chimney caps had blown off and she wanted us to come out and reinstall it.  We discussed the events of the storm and scheduled one of our employees to reinstall the cap.  We did so at no charge.  Our installer noted damage to the cap was limited to a crease on one corner, however was still fully functional.   Ms. ***** emailed again on 7/22/2021 asking when we would be out to reinstall the cap, to which **** responded it had already been installed on 7/19/2021 and asked for clarification. Mrs. ***** then stated that when the cap blew off it was damaged and requested a new chimney cap be purchased and installed.
  
  The installation of the chimney cap is not warranted for replacement in the event of severe weather that includes winds in excess of 50 mph.  The cosmetic damage to Ms. *****’s chimney cap would constitute a new insurance claim.  We wish to absolve her complaint with no merit for continuance.

  Customer response

  11/23/2021

  Complaint: ********
  
  I am rejecting this response because: Manor Roofing is responsible for the damage to 1 of the 2  Custom chimney caps which they assembled  and installed incorrectly causing  one chimney cap to detatch.The chimney cap was damaged and needs to be replaced. ManorRoofing has used 2 different reason for the cap coming off, and neither applies to the cause of the failure. Manor Roofing attatched a news article about a storm suggesting this was the cause even though that storm happened a week prior to the incident of the 15th of July when the cap came off. Manor roofing also said they found that someone had gotten on my roof and took the caps off and did not tighten the bolts. This did not happen. The only people that were on my roof was Manor Roofing . That suggests to me that they were not installed correctly. I am sending emails with correspondence between myself and Manor Roofing with time lines and  conversations between myself and ***** along with photos of the damaged cap. Manor Roofing describes the damage as a crease in one corner but the photos show an accurate view of the damage. I would like Manor Roofing to give me a refund of the cost and instulation so that I can have my Chimney cap replaced. 

  This is not an insurance claim that I should have to make. The cap should not have come off,  they are designed to weather the storms. Please review the emails and photos for a fuller understanding, also note, I have been nothing but polite and courteous in all my correspondence with Manor Roofing. They should apologize for their untrue depiction of me.
  
  

  The custom chimney caps, there were 2, were installed in a two-day process Wednesday January 20th and January 21st 2021. ***** was the installer and also the one that reinstalled the Chimney Cap when it came off.

  
  

  Manor Roofing and restoration measured and ordered for the replacement custom chimney caps. 

  
  

  When Manor Roofing arrived to replace the original custom chimney caps one of the custom caps was assembled one was not, the larger Chimney Cap was assembled by ***** on site.

  When ***** remove the damaged Chimney caps that were being replaced I observed that the two larger caps one the original and one the replacement (this is the one that ***** assembled and the one that came off ) were two different sizes around the perimeter. When I pointed this out ***** assured me that he could adjust the band at the bottom to fit. There were no issues with the smaller of the two chimney caps keeping in mind that that one did not come off

  
  

  ***** came out to reinstall the Chimney Cap that detached from the chimney 7-19-21. In discussion with ***** on that day I asked if he recalled the difference in the  larger caps perimeter and he said he remembered and that he was worried that when tightening the bolts they might break when he installed the larger .

  
  

  The custom chimney caps that I had installed 11 years earlier never came off in those 11 years of wind and storms as they are designed to do. 

  
  

  My contention is that the Chimney Cap in question did not fit properly therefore cold not be secured and installed properly, it detached from the chimney causing damage to the cap and  the Chimney cap needs to be replaced or a refund so that I can have it taken care of, including installation costs.

  
  

  Mr ***** says the caps are not warrented for replacement in the event of severe weather that includes 50 miles per hour. This does not apply. I do not know where he got this warranty information but I was never given this information.

  
  

  The article that Manor Roofing  used to say there were winds in excess of 70+ also does not apply. That storm event he referenced happened a week prior of when my cap came off.

  
  

  I have been nothing but courteous  and respectful as all my emails would show. Manor Roofings personal attack on me is unjustified. They have hung their hat on a wind storm and doesnt acknowledge the issue of the chimney cap installation, they have just ignored this fact.
  

  
  
  Sincerely, ******* ***** 
  
  ******* *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩