ComplaintsforTexas Custom Exteriors

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Asked ***************** to fix the leak on the patios roof that he built on my existing deck. For the past 3 years, I have constantly reached out to him for assistance to no avail. Each time I called, he continued to say how busy he was and never committed to repair the leaking metal roof. Called another company Patio Enclosure for assistance and I was told the metal roof that Mr ******** contractors installed was not done correctly. At this rate, I dont have any options other than to reach out SA News on this issue. Thank you

  

  Business response

  11/17/2023

  Texas Custom Exteriors responded promptly upon learning of the complaint and made arrangements to visit and assess the situation with **************. During the initial visit we did notice some leaking inside the room.  When the technician got on the roof (the roof is an insulated aluminum roof)he determined that the best way to resolve the issue would be to install new sealant as stipulated by the manufacturer.  Being an insulated aluminum roof, composition shingles are not required to properly seal moisture from penetrating the roof.  ( This project was permitted by the ********************** and passed all required inspections).

   

  Over the course of 2-3 days **************, at no expense at all to the client, provided and installed the new sealant and additionally cleaned out the gutters which were full of debris.  After a week or two had passed, during which we had a reasonably substantial amount of rain, I emailed the client to inquire as to if the leak issue had been resolved.  She thanked me for reaching out to her and appreciated all of our efforts.  She did not say anything about further leaks but requested instead for us to cover the insulated aluminum panels with composition shingles.  Again, this is not a manufacturer's recommended remedy for the issue but rather applying new sealant to all seams and joints.  Moreover, since insulated aluminum roofs typically have less slope or pitch than composition shingle roofs the addition of composition shingles to insulated aluminum roofs can actually make water penetration more likely rather than less likely.

   

  We strongly believe we have resolved the issue by following the manufacturer's recommended use of materials and procedures.

  Sincerely,

  Texas Custom Exteriors

  Customer response

  11/20/2023

  Complaint: 20767314
  
  I am rejecting this response because:
  
  The work performed by the technician is the same work performed after I did notify 3 years ago the roof was leaking. I responded to ***************** by simply posing the question who is liable for future potential leaks, is the manufacture or his company. Furthermore, I was informed by other exterior contracting company this type of alluminium-roof panel should be covered by an additional layer, whether the material is made of the same material or not.

  In closing, although, I am grateful of Mr ******** prompt assist and follow-up, the remedy provided is only temporary. I am seeking a permanent resolution. Besides, the ongoing leak has already placed rousting spot from the inside of the alluminium roof panel, which in time would completely damage the inside insulation. 
  

  I did reach out to the Universal ************************** and it came to light,  although the whole project was approved, the inspector was not informed on the following leak, otherwise, they would have requested an additional inspection. 

   

  Very Respectfully,

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

   

  Regards,
  
  *******************************

  

  Business response

  12/28/2023

  I appreciate Mrs. ********** concern about the roof leak situation.  Let me state clearly that I believe the issue is one of sealing the roof completely and not one of a manufacturers defect.  In fact, my technician performed another service on the roof just the other day and during that service he found the area causing the leak involved an area behind a downspout which was earlier deemed to not be an area of concern.  Performing a thorough water test on the area after sealing the area around the downspout resulted in no water penetration into the room whatsoever.  Sometimes leaks are tricky to locate since their origin often times is not obvious, and water can travel a good distance from where it enters the roof system to where it manifest itself as a leak.  

   

  In regard to our previous discussion regarding Mrs. ********** desire to have a more permanent solution for her roof, it is important to note that the insulated aluminum roof is rated as a 30 year roof and the sealant is rated as 50 year sealant.  So as long as we can seal all of the seams/areas to prevent water penetration then the solution of sealant resolving the issue in my opinion should certainly be considered permanent. 

   

  I will reiterate unequivocally that this insulated aluminum roof system does not need an additional layer and, in fact, is designed specifically to not need an additional layer.  We appreciate Mrs. ********** business and are confident she will have many years of excellent performance from her insulated aluminum roof

  Customer response

  12/28/2023

  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. 

  This serves to inform you that after the past few rainy days, no further water leak was noticed on my patios roof. It may look like the contractor has this time solved this issue. Obviously, it hasnt been raining heavily like the past torrential rains, but for the moment it sounds like this issue is solved.

  I have notified ***************** today accordingly and thanked him for the additional effort involved.

  With your concurrence, this case may be closed and I am truly grateful of your terrific assistance throughout the challenging phases of the process.

  Very Respectfully, 

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

  Customer response

  04/15/2024

  Complaint: 20767314
  
  

  ***************** has not responded to the latest calls/emails from February and March 2024, although, he assured me to call me back on the same day with a proposed course of action.

  The water leak on the roof panel still exists, despite several attempts to fix it by his senior contractor. 

  
  Regards,
  
  *******************************

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