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Complaint Details
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Initial Complaint
07/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ever since we bought sunroom 14 years ago I had to always call and get the job moving ( after signing an agreement) . When a door was fogged after due to argon seal breech. It took one year and a half to get problems solved, now another door seal (argon) leaked and began to fog . Man came out looked at door, and no reply from company it been three months again. Today another window has cracked I called and was pushed back 3 weeks do to storms in area (they say) it’s always an excuse!! I wouldn’t recommend this company to my worse enemy! Horrible costumer service after receiving full payment. The left hand doesn’t know what the right hand is doing. I ask about me finding another sunroom company and have my problems fixed and charging Jacob’s for my time and the repair company.
Business response
07/17/2023
Your information has been received. Our team will be meeting in the morning to discuss and we will reach out. Thank you.Initial Complaint
08/16/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 6-2-2020 I signed a contract with ***** Sunroom and Exteriors to replace the ceiling under my deck.The total: $8250.Job was completed 10-2020. I'd had a Dry-B-Lo ceiling since 2004, which NEVER leaked, but my ceiling fan had quit working & I decided it was time to update. I was promised - GUARANTEED - that my new ceiling would keep my deck just as dry by both the salesman and the crew who installed it.The first time I happened to be under the deck when it was raining, March/21 I noticed water dripping and later running down the inside wall of the patio.For the past 5 months I have emailed photos of rain dripping down the walls, videos of the same, & left multiple emails. Initially 2 separate crews from ***** came out to assess the cause.They blamed it on the construction of my deck, even though, with that same deck, the patio had been completely dry with the old ceiling.The owner /manager (?) ***** ****** promised to look at the ceiling, but never did. Their 5 yr warranty-useless!Business response
09/03/2021
After inspection of the underdecking we believe the leak between the underdecking and the wall is caused by the deck not being flashed properly and the area where the leak is happening has a window directly above it. The window sill is a little below the deck boards. Additionally, the vinyl siding is caulked to the bottom-Channel and the J-Channel caulked to the deck boards. If any water or moisture gets behind the vinyl siding it has no place to escape. As a reminder our company did not install the decking, siding or window.Customer response
09/03/2021
Complaint: ********
I am rejecting this response because: The flashings that ***** (JE) is referring to are exactly the ones that were used. My deck builder used the specific flashings that were required by Fiberon, the manufacturer of the composite decking. When he described the flashings that he used, when I originally posed this theory of JE to him that the cause of the leak was the deck, they fit the description that JE gave me exactly. I have attached the invoice for materials purchased for this deck from Outdoor Living Enterprises. Furthermore, this deck was built in 2017 and with my previous ceiling made by Dry-B-Lo, the ceiling NEVER leaked. This prior ceiling was installed in 2004 and kept my patio COMPLETELY dry for almost 17 years, with two different decks built above it. The ceiling only began to leak when JE installed the new one. Their "system of gutters", as they call it, is clearly inadequate to deal with the collection of and diversion of rain water that falls on the deck above it. When I looked at the "finished" ceiling, I questioned its ability to divert rainwater due to the fact that there were no gutters as I had had with my previous ceiling. The workman made some modifications to their "gutters" to improve them. Clearly more modifications are needed. NEVER in my pre-contract discussions with anyone from JE was I told that their ceiling might leak. I was led to believe that it would keep my patio completely dry. I specifically asked this question several times, because I had had a completely dry ceiling previously and did not want to sacrifice that important feature. I have purchased a heavy duty tarp to cover the piece of furniture that is next to the wall that drips water when it rains, and I have constructed a plexiglass shield to protect the wooden legs of this same piece of furniture from the water that splashes up when it hits the brick patio. Neither of these measures should have been needed if JE's product lived up to its expectations. I just want a dry ceiling like I had before JE installed this new one. It's pretty clear that they don't have any idea how to remedy this problem other than blaming it on the construction of a deck which NEVER caused a leak before. I paid too much for this ceiling to except the product that I have been left with.
Sincerely,
******** ********Business response
09/13/2021
Our company has been in contact with the homeowner, and we are trying to rectify the situation.
We totally understand the frustration of the homeowner, we are not ignoring or running away from this issue. We have responded and been out to the home to diagnose the situation. We will be in touch with the homeowner to propose the following: take down the under decking product we installed and counter flash into the wall, replace and reinstall the under-deck system. We will set up a meeting at the home prior to this to verify this is the best next step. Typically, counter flashing the under-decking system is not needed when an existing deck is flashed properly.We are not blaming other contractors and certainly want the homeowner to be satisfied.
Thank you,
**** *****
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.