Complaints

• Initial Complaint

  17/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A new flat roof was put on my house in Aug 2009 by RDR. It carry a 10 years labour guarantee. In May 2019 notice there are watermarks underneath the house overhang by the chimney. RDR was informed. Numerous roofers from RDR come by to attempt to fix the leak but I belief the original leak is still there. To determine if there is a water leak the water stained area need to be painted with a matching color stuco paint then wait for the change in color . This is why it take so long to know if the repair is good

  Customer response

  17/05/2022

  talk to Shayne L****** regarding to if he had talk to his co worker on how to fix the water leak on April 19

  He said he will get back to me .So far I had not got any call backTell us why here...

  

  Business response

  31/05/2022

  ********Good morning Mr. ***,

   

  My name is Eric D***** and I am the General Manager her at Roy Dennis Roofing. I have just read your complaint and will be looking into it today and tomorrow. Once I can determine what is going on with your roof, I will report back to you with an action plan. 

  Sorry for the short delay, please feel free to reach out to myself if you have any further questions or concerns.

   

  Regards,

   

  Eric D*****

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

  Customer response

  06/06/2022

  
  Complaint: 17179204
  
  I am rejecting this response because: I had not recieved any action plan from Eric Dennis on how to fix the water leak on my house roof
  
  Sincerely,
  
  **** *** 

   

  

  Business response

  04/08/2022

  to whom it may concern,

  the aproximate time line the customer has given is somewhat correct however there are some variations and important info left out, please see attached for further explanation from RDR's point of view with offer of resolution.

   

  eric d*****

  Customer response

  06/08/2022

  
  Complaint: ********
  
  I am rejecting this response because the roof is still carrying a 10 years labour guarantee. Every time it leak. It is about the same area as the water mark. I think the original leak is still there.

  
  

  
  Sincerely,
  
  **** ***

  Customer response

  10/08/2022

  Hi Eric;
  
  Can you answer the following questions ?
  
  1. In your resolution suggestion, it said if there is no leaks are found in the roof around the chimney, the customer will be responsible        
      for paying for services rendered .  Can you tell me how much money will that be ?  Please separate it into cost of material and labor.
  
  2. What do you mean to take the roofing apart around the chimney and redo it.?
  
  3. What do Shayne mean that he believes the source of the stains was not a roof issue and that is some kind of vapor barrier/breach
       issue going on,as there is no explanation or reason for roof leak to be showing up higher than the roof.
  
  4. How long  it take to reroof the area around the chimney including the chimney flashing and how long the job is guarantee for?
  
  
  yours truly

  

  Business response

  22/08/2022

  1. In your resolution suggestion, it said if there is no leaks are found in the roof around the chimney, the customer will be responsible        
      for paying for services rendered .  Can you tell me how much money will that be ?  Please separate it into cost of material and labor.
  this is tough to answer as we would invoice only based on the actual time spent. Our standard rates are $150 mobilzation fee ( one time charge ), $25 per day fuel surcharge, $100 per man per hour plus materials ( cost plus 20% ). Having said all that I would budget aprox $2000.00 plus GST
  

  2. What do you mean to take the roofing apart around the chimney and redo it.?
  we would remove the metal flashings around the chimney plus all the membrane roofing ( torch -on ) for approximately 12-24” depending on existing roof seams. We would then, with new materials, repair/reinstsate the roofing as per original. The metal flashings, in an attempt to save the customer some money, would be carefully removed in order to possibly reuse.
  

  3. What do Shayne mean that he believes the source of the stains was not a roof issue and that is some kind of vapor barrier/breach
       issue going on,as there is no explanation or reason for roof leak to be showing up higher than the roof.
  this is a two fold reply. Above the roofing the bricks are left exposed and have several spots where the grout/mortor has broken down. This chimney most likely needs to be repointed. As for the vapour barrier comment, there is a chance that the stains could be moisture pushing thru the wall from inside the house. Although unlikely, all scenarios were discussed including the possibility of it being the roof itself, however, we feel this is not the case and are trying to protect ourselves, hence stating that there would be a charge if there is nothing wrong with the roof.
  

  4. How long  it take to reroof the area around the chimney including the chimney flashing and how long the job is guarantee for?
  
                  It would take approximately one day to complete the work around the chimney and a partial second day to complete the metal flashings. This work will carry no guarantees as it is considered a repair and the original warranty is now expired.

  
  

  

  Business response

  20/09/2022

  1. If this repair work is not covered by warranty or guarantee, how do we ensure that once they address this problem, it will not reoccur again? The last time they tried to address this problem it came back. My suggestion is to guarantee the labour and the materials for up to 5 years.
  

   

  we cannot guarantee this work because we are not sure this will solve the problem. As I have stated before, this is an effort to eliminate the roof as a possible source of water ingress. Once we open the roof up we will know whether or not the current roofing around the chimney was an issue. If it WAS an issue, there will be no charge for our work, if it shows that there was NO water ingress then there will be a charge as per the budget in the previous message. Either way, there will be no guarantee or warranty.

   
  2. I would like to have this work completed by September 2, 2022 if possible, since I will be unavailable until mid-Sept and would like to have this work completed asap. Please let me know if this is possible.

   

  We can schedule this work for approx. 2-3 weeks after acceptance of terms and budget.

  
  

  
  

  Customer response

  22/09/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ***

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