ComplaintsforBackyard Shades

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a patio cover installed on December 12 of 2022. It leaked in the beginning and is still leaking. They have come out a couple of times in the last 12 months to fix it but it is still not fixed. They are no longer responding to my request to come fix it and it is getting worse. The patio cover that I installed leaks worse than the hail damaged one I replaced. I would prefer to have another contractor look at it, fix it, and the bill be paid by the original contractor as apparently the original contractor doesn’t know how to fix the problem. Last time I asked him about it all he said was “will need to put more science into it“ Haven’t heard from him since, that has been two months ago. He has been sent videos and pictures of it leaking. Even the drizzle we had this past weekend made it leak terribly. It was not even a heavy rain.

  Business response

  03/22/2024

  We sincerely apologize for your frustration we as well are frustrated over this leak. We would have truly liked to have solved the issue the first visit back but were unable to find the leak at that time. Our warranty only covers from point of attachment to front of cover. We have tried several things to fix the leak from flashing it, sealing it, and double checking the screws that are sealed. Last time we ran a water test with the water hose on the point of attachment to the house and there were no leaks, we ran water for about 5 minutes, still no leaks, so we tried going higher into the roof, and we then found a leak under the cover panels. We then tried to understand how water was getting under the panels because  when I poured water on top of them, there were no leaks. I noticed when i poured water on the valley of the roof, water ran under shingles, making it come under the cover. With permission of the roofer ********, I sealed part of the valley and that stopped the leak, I then ran more water to that point, and nothing came out. Next time it rained, she messaged me and said there was still a leak. I called ******** and explained what I found out, that the leak was coming from on top of the roof, making it come under the cover panels. I suggested to ********, that we both go and be there to figure out where the water was coming from. He said that his roofer would charge me $100 just to be there but I did not want to charge ***** $100 more without being able to fix the issue because the leak is not due to our work. I told ***** I would come back again after all this and work more on it. Due to bad weather over the last months and trying to catch up on back log, I have not been able to make it back, but i have no problem coming back to prove my point about where the water is coming from. My point is, I cannot work on a leak that is coming from behind point of attachment on my cover. There are warranties that I cant cover on the shingles from the roofer, so I stay away from them. 

  Customer response

  03/25/2024

  I am rejecting this response because:

  There was an existing patio cover, attached to the house prior to me replacing it with the new one. The old one did not leak in this spot. In fact, the old one only leaked a little bit where there was hail damage. Never once was, I made aware that the roofer would come back out and work with my existing contractor to try and figure out where this leak was coming from. If it did not leak like this before, then a new patio cover, should not leak like this. 
  

  I have also reached out to my roofer to let them know that I am disappointed that they did not let me know about this. I was never given the option whether or not to pay $100 to fix this problem that has been more than extremely frustrating, I have a patio cover for a reason and currently I cannot enjoy my patio due to the leak in the close proximity to my door. It has ruined multiple dog beds because it makes the entire top of the patio, completely wet and running with water. So I have completely soaking wet dogs and dog beds when I come home from work. Furthermore, there have been many wonderful nice days that we could have addressed this. 
  

  I have been made to feel as though future customers are more important than making sure that the existing ones are taken care of
  

  Customer response

  04/01/2024

  I have spoken with the roofer and they would be happy to come back out and meet with Backyard Shades. If they do charge the hundred dollars, I am happy to pay that. I think it would be beneficial for both parties to come out at the same time.

  Business response

  04/04/2024

  Great, let's schedule a day we all be there. Now that the days are better we can try to figure this leak.

  Let me know when, you got my number ******** got my number

  Customer response

  04/07/2024

  Okay. 

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