ComplaintsforValor Home, LLC

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2018 I had a new roof installed with a 50 year warrantee from Valor Home at a cost of ~$1900. About 3 months ago I contacted them to show signs of rot under my roof where it appears the lower course of shingles were not installed flat on the roof, creating a "J" or "C" cupping effect on the roof that projects water across the gutters, wrapping around and dripping into my eves. This has caused significant wood rot over the last few years. I contacted Valor and they first sent a Gutter company out to tell me I need all new gutters. Then then sent a vinyl company out to say I need new vinyl on my soffits. Finally they sent a project manager from valor out who said the roof was installed properly and that the issue is the gutter corners not properly maintained. During my initial contact with Valor, I specifically asked about the gutter placement and the gentlemen from Valor said the gutters were just fine, no need to do anything for the roof to be properly installed. I am asking for the roof to be replaced so it is properly installed with gutters placed properly if that is the issue. Photos clearly show the lower course of shingles are not flat, thus the installers (workmanship that is covered for 50 years is the issue.) Since the roof is not properly installed, I am asking for a replacement.

  Business response

  03/15/2023

  Valor Home completed the contracted work for this customer over the summer of 2018. On 3/14/2023, Project Managers for Valor Home met with the complainant to review the areas of concern. After reviewing the shingle and confirming installation was done correctly in 2018, our Project Manager informed the complainant that the issue was caused by the gutters and leaf covering. The gutters and accessories were not installed or included in the contractual agreemnet with the complainant. Valor Home at this point informed the complainant of the issues and gave our advise on how to fix the issue. Since the gutters and accessories were not included in our 2018 contract, Valor Home holds no responibity to include these items in our warranty. Attached is a copy of the original contract from 2018 showing a check mark on line 10 marked "no" next to gutters, and no notation of any gutter related items in the description field.

  Customer response

  03/23/2023

  
  Complaint: ********
  
  I am rejecting this response because: (Detailed response in attached word document). 

  Reasons I reject response: 
  1. Valor contacted me about satisfaction, instructed me to engage them to be satisfied with work - they initiated contact.
  2. Valor sent a crew to the house, confirmed the gutters should have been lowered at installation, we had agreement valor would fix and gutter crew started work by removing gutter guards.
  3. Valor then sent me an estimate and i agreed to a price, later they determined that was for only one area, not all 5 corners, next estimate was 5 times the cost to me to repair, valor was going to cover the same amount for 5 corners that they agreed to pay for fixing 1, this did not seem fair/equitable at all.
  4. Valor sent someone who was not in authority to make an agreement like I asked and he threatened me with defamation law suit if I showed the photos of my roof and confirmed what he said in my home and now what is documented in the last response from valor that they believe the roof is proper despite also saying in the same response that the gutters need to be lowered.

  If Valor not going to honor warrantee, request a full refund so I can hire the proper contractors to fix the rotten wood, place the gutters properly and replace the roof that is not laying flat ... I was hoping BBB can facilitate a 3rd party who is impartial to review our different perspectives and recommend an equitable resolution ... I am trying my best to avoid legal engagement, but based on these exchanges it appears that may be my only course of action if we can't find common ground. 

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

  Business response

  04/17/2023

  From: Jack Pullins <[email protected]>
  Date: Mon, Apr 17, 2023 at 2:58 PM
  Subject: Complaint ID ******** - Arbitration Request
  To: <[email protected]>
  

  
  
  

  Hello Arlene,

  
  

  I did not see an area where I could answer directly to the latest request for BBB arbitration but I wanted to reply within the 10 day notice. Valor Home has always maintained the roofing shingle installed is not causing the issue, it's the existing gutters which are causing the issue. The pictures provided by Valor Home and the complainant (***** *******) show this in the current state. Therefore, the work done by Valor Home is completed correctly and to GAF standards. The areas of rotten wood on ***** *******'s home are due to being 25 years old and not properly maintained, which is not covered in our service warranty. 

  
  

  At this point Valor Home respectfully declines to BBB arbitration with ***** ******* based on the claim not being covered by our service warranty, our contract including an arbitration clause, and the period of time since the roof was originally installed. If you have any questions, please let me know. Thanks for your time.

  
  

  Jack Pullins

  VP/Partner of Production

• Initial Complaint

  10/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Valor Home installed our new vinyl siding in April 2022. There were issues from the start (delivered wrong product, cut Internet, damaged property) but the most pressing that still impacts us today is that since installation, pieces of siding have been separating from the house or falling off entirely. This first happened 2 weeks after installation and up to five times now (nearly once a month since and as recently as a few days ago). We have repeatedly complained and despite nearly begging, no one has come out to fully inspect our home or the work that was done. Instead, Valor has been making temporary repairs that don't work. Valor has used nails to repair these spots but they fail again shortly thereafter. We have tried to get in touch with the CEO or owners but are prevented from communicating with anyone other than their Project & Safety Director who does not always respond. We contracted with Valor because I am a retired Marine Corps officer and we liked what they stood for and the work they did for disabled vets and Gold Star families. Before installation the installation crew inspected our house and when we told them there was no plywood underneath, they assured us that it wouldn't be a problem because they have done hundreds of houses like ours, even ones in our neighborhood. Now Valor claims the siding is coming off because our house isn't "plumb and square" and they need to have the manufacturer (CertainTeed) inspect our house to "figure out what's going wrong," but after nearly 6 months that hasn't happened. We are current with all payments under the contract but believe they are in breach. All we want is our siding not to buckle and fall off; it seems Valor's installation was substandard and poorly done. This is unnecessarily stressful and we constantly worry our siding will fail at any moment damaging our home. We have no trust Valor will repair anything now. Please investigate and resolve this so our siding stays on the house per the contract.

  Business response

  10/31/2022

  Business Response /* (1000, 5, 2022/10/28) */ Valor Home responds to all service call requests. We have a process and procedure in place for these type of issues to be resolved. We replied to Mr. ********** in a timely manner as well as sent several text messages to him. We consulted our Vendor, *********** who has determined the issue and has a date to physically repair the residence. *********** will be out at Mr. **********'s residence on November 2, 2022. Valor Home will have their Project Manager on site as well for the installation. All installers at Valor Home are certified by ***********. All construction companies handle service calls. Valor Home is no exception. Consumer Response /* (3000, 7, 2022/10/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Valor's response does not change the fact multiple pieces of siding have been falling off & it is the first time we are learning that *********** "has determined the issue" & "has a date to physically repair the residence." Even though Valor has texted & called in the past, Valor did not tell us this information, didn't tell us what *********** determined, & didn't tell us *********** will be out to our house or when that would happen, let alone that they will be there "on November 2, 2022." We welcome *********** & Valor coming out to inspect & repair our siding this week, but no one told us or has given us a time; seems like it took a BBB complaint to make that happen. This is more than merely "responding to a service call;" it is a lack of communication keeping us informed & the installation of a product that keeps falling off the house without explanation to the customer. And we still haven't heard from the CEO or any of the owners to discuss Valor's deficiencies in order to improve. Hopefully the *********** inspection/repairs will fix & resolve, at least, once & for all, the installation issues so our siding doesn't keep falling off.

*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. ↩