ComplaintsforValiant Roofing, LLC

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Valiant came to my house for what they called a TPO recover, at which they tore off the entire old roof, which that is not entirely clear by the terms of the contract. They started work without having the materials for the job. Attachment method employed by them was sloppy and would only further degrade the wooden structure over time. Valiant claimed they wanted to make things right so they came back and discussed the course of action to finish the job I requested that they attach the membrane to flashings and allow the flashing to be anchored to the mobile home below the roofs top so the membrane covers all prior roof install s**** holes and other minor holes and also to prevent nesting of bee's wasps and other animals they agree and and the work continued so they were once again not able to finish on this day after installing flashing they left it loose, un attached to the house and proceeded to install gutters to the unfinished roof, which is where the job has been left. I asked his crew member why they had not attached the Flashings and I was told the flashings would not flex to be attached. Now the company will not return phone calls and I have a new leak in the bathroom not being addressed and it is going to rain tomorrow also I am in question of the application being a single ply TPO, if that is the appropriate choice for this roof, they seemed to want to press it so I am apprehensive of the true cost of this roof because I feel I am manipulated by the industry to choose what's cost effective for them but not a long lasting at the price point they set.

  

  Business response

  01/10/2024

  We work really hard to install the best roof that the application allows. I want to start by saying I like ******, but I believe he has been taken advantage of by people and as a result is quick to believe we are taking advantage of him when we have actually gone out of the way to take care of him. 
  
  
  Let me describe the situation from our perspective. He has a **** mobile home with a flat roof that is leaking. We are in our rainy season and although we have a contract to replace his roof we haven't had good enough weather to do the roof. However, we had a weekend that was forecast to be sunny. We coordinated with our guys to work over the weekend to replace his leaking roof. We arranged to have the materials delivered by our supplier on Friday so that we are ready to start over the weekend as the suppliers are closed on the weekend in our area. 
  
  
  After getting started we found out that the custom drip edge flashing delivered by our supplier that goes around the perimeter by was *** clad instead of TPO when we went to weld the membrane to the flashing. TPO will not weld to the *** clad metal otherwise they are identical in appearance. At this point however we had already opened the roof and have passed the point of no return... The roof has to be completed or it will leak.  With Rain coming Monday (the next day) we install the roof and install trim bar around the perimeter to ensure that the water doesn't leak into the house until the correct TPO flashing can be made. Even though we explained this to ****** he believed that we were trying to leave the job sloppily finished. We explained to him that if we were trying to leave the job half finished we would have been asking him for final payment which we didn't and haven't. Working on the weekend close to the holidays, taking extra days away from families to get his roof repaired was not originally intended but again we wanted to take care of him in this time of the year.
  
  
  Some time passed as we had a combination of bad weather, waiting for the correct material to come in and get formed and other jobs that were in process that had to be finished. During this time he had a leak which he called and we were out promptly the same day to fix the leak. We determined it was caused by a manufacturing defect on the TPO skirted roof vent which we replaced. During this time he would call into the office about every 2 days and scream at our receptionist. Despite this, I believe we answered every call he made. I actually talked to him and listened to his concerns and gave him my cell phone so that he wouldn't have to call into the office. It was at this time that he expressed his concerns about having any screws installed into the siding of the trailer because the metal is so flimsy on the older trailers and could also potentially become a leak. He had experienced many leaks from water running down the walls into the windows and he had gone through and installed metal flashings above the windows to divert the water. Based on his concerns we modified the original plan to install gravel stop on the ***** like the roof was previously installed (so the water would run to the three downspouts) and instead changed the eave metal to drip metal and installed a gutter so that during the heavy rains instead of flowing over the gravel stop and down the wall it would be captured by the gutters and diverted away from the siding. We installed the Gutters (a value of $2,300) at no additional cost.
  
  
  He also made a few other points in his complaint and I will try to respond to each. He is upset that we removed the first layer from the roof when we were only contracted to recover. Based on the complaint it appears that he believes if we had left the old layer he would have the old roof to catch any leaks if the new roof leaked in the future. That simply isn't how it works. The old roof has to be removed around the perimeter even when we are doing a recover otherwise it will cause ponding at the perimeter. That means that if new roof leaks it would still leak inside the house. A recover is a way to save on cost not to improve the overall quality or leak proofness of the roof. Single Ply TPO is what the roofing is called and there is no such thing as a two ply TPO roof.
  
  
  Second, he states, "so I am apprehensive of the true cost of this roof because I feel I am manipulated by the industry to choose what's cost effective for them but not a long lasting at the price point they set." We haven't manipulated anyone. He got multiple bids. I know this because he called around to other roofing companies to complain about us. One of those companies called us and said  a customer they had bid  (but didn't get) and had decided to go with us called them and was saying that we weren't doing a good job and weren't finishing the job. The other roofing company told ****** that he knew that we were reputable and were known for doing good work and would take care of him but  the roofing company owner wanted to let us know what ****** was saying.
  
  
  At this point everything that we have been contracted to do has been completed. The roof has been installed, Gutters installed, and all debris removed other than two flashings that were from over his patio cover that we recommended that he hang onto until he is 100% sure he wants to keep the gutter over that area. Normally we would let the gutter on the patio catch the water in this area but they are rusted out and they are built into the patio cover so conventional gutters can't be installed. It is outside of our scope of work.
  
  
  Now he wants us to make a flashing so bees can't get behind the gutters. This was never a concern of his until after we removed the old flashings from his manufactured home and exposed lots and lots of hives behind the old flashings. I told him that if ********** had a flashing that looked like it would work I would do it. ********** didn't have one and he agreed that he didn't want something that wasn't a good fit. Now I have this complaint and It reminds me of the book "Give a Mouse a Cookie..."  We had not sent him his final invoice and he has filed a complaint hoping to negotiate on final payment. We will be sending his final invoice. If he doesn't pay then we will use our lien rights and will foreclose on the lien. 

  Customer response

  01/10/2024

  Hello: 
    
  I am ***************************** and I decided to email you to continue the process of bringing this to a close. 
    
  My response to the letter they have sent is the following: 
    
  Valiant should have had the correct materials day 1,  They should have had a crew to intall this roof they had one man do this job, i could here him running around up there he was not able to finish the work that day, also he was up there working in the dark. the result of this is recorded in a video i have that shows the crown all the way around where they left parts from my existing roof up there and attempted to cover it that way. 
    
  It looked horrible and it was comprised of boxes and boxes of screws. That would eventually leak and start destroying the structure after years exposed to the weather. 
  I am a fair man but I didn't ask for gutters either this was jacks idea, I like the gutters they seem to work well but perhaps this application type of gutter could be inappropriate for my type situation.  Please lookup Dryroof.com to see what my expectation from the industry should have been. 
    
  I expected work should have been done correctly in 1-2 days 
  materials on hand. 
    
  I told them specifically that I did not want holes for nesting creatures before they did this job. 
    
  I am not a roof expert, I am a consumer,   I am not responsible for your plan/Blueprint for a quality roof. but It appears they did not have one before starting this job and to add I understand completely that Dryroof.com is not who installed this roof. 
    
  The job took like 2 months, and I just wanted it up on and them gone, like a normal roof install. 
    
  So as far as it goes now I like **** and I am not angry at him personally but professionally I do not feel these things should happen to any consumer. 
    
  Also to jacks comment about how he thinks I have been taken advantage of well not so true, my last roof job *********************************************************** its shrunken state continuously claimed it was done wrong. 
    
  That roof system was Ideal for my situation and the crew who installed it 23 years ago 
  where here up there then gone quickly paid. 
    
  In short don't blame me for all of the Builders short comings. 
    
  At this point ****** I am still feeling like I cant fully trust the job that's been done here, because of all the issue with the install, it makes me very uneasy about it and if these people will even honor the warranty for ***** on a TPO product from what I have seen online is rated for only 15 years. 
    
  How would you feel?. 
    
  Thank you 
    
  *************************;
    
    
  

  
  

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