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Complaint Details
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Initial Complaint
11/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a patio roof replaced in late September, 2022. The replacement roof did not come out as expected - ****, my advisor said they would clear away leftover packing tape and take care of scuffs. I was also unhappy with the print left on the underside of the roof as its visible. ************************* said that the markings would be fixed on September 27. One attempt was made and the problem was not resolved. After repeated follow **** **** said the team would come out the week of Thanksgiving to finish the job. I have not heard from **** or any other agent of elite roof and solar since.Business response
12/01/2022
We replaced the customers twin wall polycarbonate pergola roof with a standing seam metal roof with a sun facing finish that was dark brown. The underside of the metal roof was printed by the manufacturer as part of their standard process with some small, occasional lettering that was deemed unacceptable to the customer after install. That lettering was visible because the customer did not want another type of wood substrate installed on top of the pergola and below the metal roof.
We attempted to remove the lettering on the existing metal underside with some solvents which unfortunately did not work. We subsequently requested assistance from the manufacturer and tested several methods with them at their direction on other metal material offsite (so as to not cause any damage to the customers roof). Unfortunately, none of these removed the printing successfully and the process was more time consuming than initially planned.
We have since offered to use touch up paint to cover up the printing and if that is not acceptable we have offered to replace the entire roof at our expense. We have worked with the manufacturer to ensure that the new metal roof will skip the printing manufacturing step in order to ensure we do not have the same issue again.
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Contact Information
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1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.