Complaints

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• Initial Complaint

  Date:07/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The attached PDF details what has transpired between me and Quality Renovation (QR) since February 2023. In late 2019 QR replaced my roof and siding at ********************** as a result of hailstorm damage. They did a great job and I was assured by them that the materials used had a lifetime warranty. In Febuary 2023, noticed the paint had peeled off on a section of the aluminum trim. From the looks of the picture I took, see very end of attached PDF, this had been going on for several month before I noticed it. I emailed the picture to QR and they advised me they would get with the manufacturer to see how this should be resolved. To date this remains unresolved. QR never provided me with the correspondence they claim to have had with the manufacturer, *****. I am not an expert, but all that needs to be done is for QR to remove and replace the four to five foot long piece of Aluminum trim.

  

  Business Response

  Date: 07/17/2023

  It is not labor related issues but material issues. As contract states we as company only covers labor related issues. 

  Coating of Aluminum cladding has peeled off due to high heat on that elevation of the house. 

  Forwarded vendor and manufacture's information to the client to contact them. 

   

  Customer Answer

  Date: 07/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I have several concerns about the response from Quality Renovation that you provided to me.

  To date I have NOT received from Quality Renovation the name and mailing address of the manufacturer of the piece of metal on which the paint has peeled off of.  Please have  Quality Renovation provide you that information to forward to me along with any correspondence they had with the manufacturer.  I have already asked them once for this.

  On Friday, July 17, around 5 PM, I received a phone call from the owner of Quality Renovation.  He relayed to me that the window on my neighbors house had likely focused the sun on the metal and caused it to peel.  I find that interesting as I would think the vinyl siding would melt too.  I would love for the BBB to send someone out to see if this theory holds water.   I am 99% sure my neighbors window did not melt the paint.

   At the end of the phone call the owner promised that he would have someone out soon to replace the peeled painted piece.  He also wanted me to withdraw my BBB complaint, saying I had not given him a fair chance to fix the problem.  I advised him that I would not do so.  I believe the email string I provided shows that I was more than patient with Quality Renovation.  What troubles me is one second they promise to come fix the problem and the next they say it is not their problem.  What is the opinion of the BBB on this?  

  I strongly recommend that the BBB review the PDF file that I submitted to you on July 14 in my original complaint showing the emails between myself and Quality Renovation starting back in February 2023.  They substantiate what I have said.    I would be more than happy to have the BBB arbitrate this matter. I would also appreciate it if I could speak with someone at the BBB to clear up any confusion and if there is any paperwork I need to 
  provide.   I can provide the contract and paperwork from 2019 but that does not specify where the painted aluminum piece came from other than it came from a building materials supplier called “ABC” which provided shingles, siding, and other materials that Quality Renovation ordered from them.  ABC did not make the painted piece.  
  
  Lastly, I believe the aluminum piece was actually “formed” at my house by Quality Renovation.  What I mean by that is the raw material was on a roll that was formed and cut on site to be attached to the house.  I mention this as I guess it is possible the paint was damaged during this process and then slowly peeled off over the past few years.  IF that was the case then Quality Renovation’s installation (labor) was defective.  I will leave it to the BBB or arbitration to decide.  

  --------- Forwarded message ---------
  From: ************************* <*************************>
  Date: Fri, Jul 21, 2023 at 11:03?AM
  Subject: Re: complaint #******** Clarification from ************************* RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint  #********.
  To: [email protected] <[email protected]>
  
  ?

  ********* ****************************, ***** **** *********
  

  **********************
  **********, ** **********
  Phone:  ************** 
  

  ---

  From: ************************* <*************************>
  Sent: Thursday, July 20, 2023 3:37 PM
  To: [email protected] <[email protected]>
  Subject: complaint #******** Clarification from ************************* RE: You have a new message from the BBB of Metro ************* & Eastern ************ in regards to your complaint #********.

   

  Please add this to the subject complaint.
  
  I replied to the below email yesterday and would like to add some clarification. (Apparently the online portal is closed for new info.)  
  
  See the attached file - and invoice dated October 18, 2019 for from ******* Building Products.  It was provided to me by Quality Renovations (QR) in May.  I am guessing that this is what they (****) meant when they replied to my BBB complaint when they said they provided me with who made the defective material.
  
  ******* is a building supplier, not the manufacturer of the defective piece on which the paint has peeled.  I am guessing the contents listed was sent to my house separately from what was delivered to my house by ***.  As I am not in the building business, the parts listed on the ******* Invoice  make little sense to me.  In other words. I cannot tell from the items listed which item is the defective part or who the manufacturer is.  If I had to guess it is the *** 3IN ALUMINUM STARTER STRIP.   
  
  QR said they had been in contact with the manufacturer.  I asked them for the correspondence they had with the manufacturer and to date QR has not provided me with any documentation to that effect.  Regardless, I contracted with QR, not its suppliers or the manufacturers of the materials they used.  I think QR should be the one taking care of this problem and be the one to deal with the manufacturer who is still unknown to me.  
  
  I also would like to note that the excuse QR has given about the height of the house where the peeled paint made it too hot puzzles me.  I have never heard this and none of the houses in my neighborhood have this peeling issue and all the homes are the same height.  
  
  I am hoping that the BBB has some consultants or experts on this topic who can weigh in on this matter. 
  
  Lastly, when I contacted by email the owner of QR, ****, back in February 2023 about the paint peeling I also copied **** ****** on the email who works for QR.  **** is the one who I worked with and when I signed the contract with QR in the fall of 2019. **** replied back to the February 2023 email within the hour promising he would come out immediately to fix the problem.   I consider **** to be an agent/representative of QR.     

  
  

  Respectfully
  

   

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

  **************************************************************************
  Phone:  **************
  

  Regards,
  
  *************************

  

  Business Response

  Date: 10/20/2023

  Problem has been resolved with the client