ComplaintsforSalgau Roofing, Inc.

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Between 10/19/21 and 11/10/21, Salgaue roofing in toledo ohio installed a low slope fully adhered mulehide epdm roof on my building. I voiced my concern that the substraight condition of the parapet walls wasn't right for the installation and that the drip edge left room for water penetration. ******** said it was fine and wouldn't leak and simply filled every thing with caulk instead of fixing the improper installation. 10/6/2022 became fully aware that the substrate condition wasn't correct and needed to be redone to see the full life of the product. The 10 year salgau roofing labor warranty specifically stated the product would be installed to manufacture specifications. I found documentation that the parapet wall installation didn't meet mulehide fully adhered epdm system specifications ... specifically 3.02 Substrate Conditions subsection (4.) Wood Plank (1" minimum) shall conform to Factory Mutual's requirements for Class 1 impregnated decks (insulation is required). There was no insulation installed under the parapet wall epdm and several gaps far over the 1/4" max void specifications are present. The rubber is no longer fully adhered. He refuses to accept responsibility. 3/23/22 leak from the exact spot I previously stated concern about and he refuses to take responsibility claiming that the parapet wall isn't part of the roof and that water traveled 10" past a 1" air gap between brick and wood sheathing AND past an empty 2x4 wall cavity to come down only on the inside where sheathing meets roof deck with no wetness in between. I have video of the leak which he also witnessed first person in action 3/5/2023 as well as pictures of the 1" air gap, of the rubber going over unsuitable substrate, and drip edge that did not keep water from flowing through the other failure points. The roof needs replaced correctly at the companies expense to meet manufacturer specifications. Caulking is not acceptable because the work wasn't done correctly in the first place.

  

  Business response

  04/17/2023

  [BBB Transcription via Email]

  Dear Mr. ****** *******,
  
   
  
  Thank you for bringing your concerns regarding the installation of the low slope fully adhered Mule-hide EPDM roof to our attention. We understand the importance of ensuring that the roof is installed correctly to meet the manufacturer's specifications and your satisfaction.
  
   
  
  In response to your concerns, as you already know, we took the initiative to request a third-party inspection which occurred on March 29th, 2023. We are currently waiting for the inspection report, and we will take appropriate actions to address any issues identified.
  
   
  
  We acknowledge that you have been documenting the issues and have already expressed your concerns on various media platforms. Please note that we are committed to working with you to address these issues and ensure that the roof is installed correctly at our expense, as previously agreed with *******.
  
   
  
  Thank you for your cooperation and understanding.
  
   
  
  Kind regards,
  
  Salgau Roofing

  Customer response

  04/17/2023

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

  The mulehide rep was not an independent third party. It is the roofing material manufacture/ supplier that you are associated with and that you are paying for a manufacturer warranty and not for inspection of proper installation specification. The rep would not even speak with me in detail while we were on the roof because he wasnt their for my benefit. The rep made his feelings quite clear that he didn't care if the written specifications require one thing and the installers do it differently. He did not note the failure points i pointed out in the drip edge overlap and undersizing and the rep said the drip edge wasn't even a mulehide product which shows very plainly that the installation specifications were not followed if untested products are used together. 
  
  Sincerely,
  
  ****** *******

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