ComplaintsforPenfolds Roofing & Solar

• Initial Complaint

  27/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I applied to have penfolds install solar panel system in my roof around may 2021. I was attracted to the 9 months no payment, thats 9 months after the solar was installed. I applied for a loan im not sure if its in house and it was approved. Actually 2 credit inquiries/application was done because of wrong info given for which it was both approved. It took a while for them to install my solar panel. They installed it earlier this year around mid january and I was told after the solar was installed that i need to make another loan application. My credit rating has changed from earlier that year and was upfront. I still made another loan application and this tine was bot approved, requiring me to have a co borrower when all along i thought my initial application was good to go. Should I known that i need to apply another application I would have postponed installation. Now in left to find a co borrower which is not easy or to pay for it in full. It almost seem like i was enticed to have solar installed out of a misleading and deceiving information. Im still in touch with them and I plan to pay however it is not right.

  Customer response

  27/01/2022

  I need an explanation why application for loan was requested early when intended date of installation is not close to the timeframe the loan application was made.  I also need an explanation why the expiration of loan application was not explained upfront prior to actual installation and was only mentioned after the installation was done. It is an important information that will give me a well informed decision. I also need a formal apology and acceptance of this oversight as its not my fault and make me seem as if it is.

  

  Business response

  07/02/2022

  At Penfolds Roofing & Solar, we work with a company, *********, to facilitate competitive loan options for our customers. Although we aren’t involved with the financing approval process, we do facilitate this process between the customer and *********.
  Before going into details, we truly regret this customers experience and sincerely apologize for the challenges created in this situation. We will be connecting with the customer regarding this complaint and our President will personally issue our apologies. As we will outline below, this has also shown us where modifications to our processes are necessary to ensure all details are clearly communicated to all future customers.
  This was a situation that was an extremely rare, and perfect storm of unfortunate events. Initiating the finance approvals early on is commonly practiced as we must ensure customers are qualified to move forward with their solar project. Knowing customers are approved helps our planning and ordering teams to order the necessary materials for their job. This is why we process financing applications in the early stages.
  Covid has created challenges for families and businesses differently. For our business, it has created delays in getting project materials in a timely manner, causing us to reschedule and alternate plans for when jobs can start. Additionally, many cities have delays within their permitting departments which has caused delays for many projects in the building industry. It is important for us to have good weather in order to get our staff up on roofs. During the past 4-5 months there have been many weather anomalies that have delayed projects. This encompasses some of the many reasons we incur delays and do our best to diligently manage with each of our customers.
  With regards to the expiration of the financing, the customer provided images of the financing that shows the expiration date of November 2, 2021. The customer was notified through *********, as it appears on the emails he received.
  Penfolds Roofing & Solar was also notified of the expiry date. In reviewing this with our team, there was a miscommunication preventing re-application for financing as the November 2nd deadline approached. We also check to ensure customers have financing or payments made immediately prior to starting their job. As this customers records indicated he was approved for financing (based on the initial approval) this was unfortunately missed.
  We understand situations causing a change in credit rating can’t always be predicted. In our experience, it’s very rare that a customer who qualifies for financing of a specific job is later in a situation where they don’t qualify for that same scope of work – and we now more clearly see how this can arise.
  We have already modified documents and processes with our teams to ensure financing approvals are clearly stated as expiring in 6 months. Should a project not commence prior to the 6 month term, a re-application for financing will be required. In addition to these changes, our team is now clearer about how ********* notifies customers of expiring financing approvals, along with our need to have this mandatory checkpoint to follow up with customers as the expiry date approaches.

  Customer response

  16/02/2022

  
  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. I dont want this to happen to future clients and i was re-assured that steps were taken for this not to happen again. 
  
  Sincerely,
  ****** ******

• Initial Complaint

  27/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Penfold Roofing Installed In May2021 a metal interlock roof and 12 solar panels. I asked for the lifetime guarantee for the "peace of mind" a lifetime guarantee would provide. The price was 2 times as much with the lifetime guarantee than any other roofing company. The contract states one driveway was to be supp***d and they parked all over the front lawn causing divots so large my granddaughter was wading in them (I had an estimate for a retired landscaper of 500 and he never showed up). There were nails all over and we had to recheck every time they left to be sure our car, bike, wheelchair tires, and shoes would not be pierced. The contract stated they would install the existing gutters to the system and it was their square joints to my existing round and they never did (on yelp review the company manager Shawn admits their is a flange attachment and never provided one). So we did complain and nothing done. I paid the final bill. Also they had the solar panel set up so the "government rebate" of $5000 could never be made. I have a statement from "******* ***** ******" that states this as well (the application was not handled correctly). I will never be able to get the $1000 per klwt. that this company installed. All panels are North facing.(9000 to correct) THE ROOF LEAK. did not last the first year and it failed. The shingle/metal piece was completely off. Nov.12,2021 . they sent someone over and he said it was done. It leaked again that weekend and we phoned again. They sent another guy up with silicone to apply on this "metal interlocking roof" and is now a silicone site and not metal interlocking but a silicone patch. and said "done case closed" Well it leaked again, and they sent someone up on the roof. then contacted us and said the file was closed/done and my chimney was the problem and water was able to leak uphill, defy gravity as the water was coming in above the chimney. they tarped the chimney causing smoke damage. Still leak

  

  Business response

  08/02/2022

  We have categorized our response to the customer into sections to adequately outline details for each area of concern. For clarity, “the owner” and “the customer” are the same person who signed all contracts with Penfolds Roofing Inc.
  
  Lifetime Warranty:
  The lifetime warranty on the ****** standing seam metal roof is backed by Penfolds. Every customer that buys a ****** standing Seam Metal Roof receives this warranty without incremental costs. The peace of mind warranty offered by Penfolds Roofing & Solar is backed by PRI Warranty Management Inc. and offers additional warranty protection on the product, and also warranties labour costs associated with our workmanship. This peace of mind warranty is free for all our customers and isn’t subject to incremental costs. The customers reference to being “2 times as much” is presumably related to the cost of an asphalt roof compared to the ****** metal roof, which is valid, as metal roofs are more expensive because they can last 50 years compared to the average lifespan of an asphalt roof being 15-20 years. These long-lasting roofs are recommended when installing solar panels so that the customer doesn’t need to remove the solar panels in 15-20 years when having to re-roof deteriorating asphalt roofs.
  
  Disposal Bin & Grass Damage:
  The homeowner did request the disposal bin to be placed on one of the two driveways. The day prior the owner verbally stated to our technical advisor “feel free to put the bin on the lawn”. Upon arrival with the disposal bin, our team was met by the owners daughter. We stated the bin would be placed on the driveway, as per the contract, but again the daughter also said to go ahead and place the bin on the lawn.
  On Friday June 4, 2021, we captured photos and videos of the property, the roof and solar installation, with the owners permission. One month following the completion of the job, faint tracks from the bin are visible, but are not puncturing the grass or exposing soil. We do see a patch of soil, which appears to be a patch of dead grass or surface damage to the grass, but is not penetrating the soil to make a divot or a pit. The first photo is an overview of the front yard and the second photo highlights the issues in question. (See Image 1 and Image 2)
  
  Looking back at photos from prior to the ****t of the project, the photo below shows a blemish, possibly dying grass, in the area identified in the previous photo as either dead grass or surface damage. If this spot of grass was already ****ting to die, placing the bin over this area could create a situation leading to further decay of the grass in this patch. (See image 3)
  
  Nails Found On-Site:
  The customer states in her complaint that there were “nails all over”, and in a previous statement she indicated three nails were found in each driveway, totaling six nails. [Yelp review attached at end of this document for reference.]
  Our teams are very conscious about cleaning up the jobsite and are aware to pay extra attention while looking for nails. Our team has a heavy duty magnet rake that is used at the end of each job to go over the perimeter areas around the home to pick up any debris that may go undetected by a visual inspection. With thousands of nails coming off a roof, making sure we clean them all up is one of the biggest, most common challenges in the roofing industry as a whole. We put measures in place to do the best we can, and if needed, we will always go back to a jobsite to do another sweep to capture any missed materials.
  
  Gutter Connection Not Sufficient:
  With the reroofing project, we lined the hidden gutter system and had to connect the gutter to the downpipes. The square coffer spout protruding downwards from the gutter didn’t connect to the pre-existing downpipes. The pre-existing downpipe was an old 1.5” round downspout. We replaced the downpipes, at no cost to the owner, which was up to a $700 value. The new square downpipes don’t countersink into the in-ground drainage line. As this is common depending on the age of the home, the common practice is to add a flange that aligns the downpipe to the drainage line, which we thought was completed. Based on photos from the customer and going back through our records we can’t identify these flanges as having been installed. We apologize for this oversight. Our repairs team has been notified of this and will be installing flanges on the downpipes as soon as possible.
  
  Government Grant for Solar Panels:
  The $5,000 federal government grant from the Canada Greener Homes Grant was launched on May 27, 2021. Penfolds Roofing & Solar ****ted installing the solar panel system at this customers home on May 5, 2021 and was completed on or about May 6, 2021, occurring prior to the federal grant being made available to Canadian residents. At the time of installation, there was no public knowledge of the ****** ******* ***** Grant or the factors for qualification. Once the grant was released on May 27, the federal government included a requirement to have the home inspected by an Energy Advisor, prior to installation of solar panels, to indicate if the home will be more energy efficient after installing solar panels. Homes receiving this inspection report from an Energy Advisor could qualify for the grant. Once the grant was released, it became highly desirable for customers to have the Energy Advisor inspection to qualify for up to $5,000 from the grant. Up until the ****** ******* ***** Grant was issued, there was never any need or requirement for the Energy Advisor report for the installation of solar panels.
  During the early stages of the release of the Canada Greener Homes Grant, it was indicated that the federal government was making this grant retroactive to December 2020. The caveat, which wasn’t clear at the time, was that homeowners still required the Energy Advisor report. As we were unsure of how the Government would review these retroactive projects, we recommended to our customers in similar positions to apply for the grant to see if the federal government would qualify these home owners. Other customers indicated they were not able to be approved for this grant as they also did not have the Energy Advisor reports prior to the installation of their solar panels.
  Unfortunately, due to timing, this customer did not qualify for the grant, as she did not have the Energy Advisor report prior to the installation of her solar panels. It is the home owners responsibility to file applications for the ******* ***** Grant and to attain the Energy Advisor reports. The approvals for the grant come solely from the federal government. Penfolds Roofing & Solar has zero control or involvement in the grant approval process.
  Customer had the following comments on June 28, 2021 regarding federal grant (See image 4)
  
  North Facing Solar Panels:
  The customer’s claim that the solar panels are facing North is inaccurate. Looking at ****** Maps, as well as, our professional software utilizing global positioning systems to optimize solar panel positions and layouts, indicates the solar panels are facing West. Below is an image of the customers home from ****** maps which shows the compass in a fixed position facing North. We can see the roof of the home faces East-West.
  The image below from ****** maps shows the geographic positioning of the home, with the compass fixed in the due North position. This home is classified as having an East/West facing roof. (image 5)
  
  Below is a photo of the owners home with solar panels installed showing the panels on the South-West corner of the roof, and shows the panels facing West, not North. (image 6)
  
  The customer was also provided the following image on April 21, 2021 when we sought her approval for the layout and placement of the solar panels. Her response on the same day was “the layout is fine.” (image 7)
  
  We can only presume that the homeowner is utilizing a mobile device to view a map. Occasionally, devices will use its built-in compass rather than the compass on ****** maps. When holding and orienting the mobile device, it’s possible to have the devices built-in compass misalign with the compass built into ****** maps, thus creating a situation where North appears to be pointing in the incorrect direction.
  
  Roof Leaks:
  On November 28, 2021, the customer contacted us with the first indication of a leak coming through the roof in the living room, not November 12, 2021 as indicated in the customers statement. On November 28th the customer’s call generated the first Service Ticket in our system, which initiated the following conversations and actions to resolve the leak. ****ting on December 1, 2021, we left a message trying to schedule our crew to visit the home to repair the leak.
  On or abouts in early December, a roofing panel was lifted as part of the inspection. This panel may not have been fully seated back into position making it appear from ground level as though it may not have been attached, even though it was still fully intact and functional allowing water to shed downwards.  This would not have compromised the performance of the roof, nor would it have created opportunities for water ingress. We be***ve this is the issue referenced by the customer as stating “The shingle/metal piece was completely off.”
  On December 20, 2021 the customer contacted us saying they be***ved the leak was coming from the chimney and to wrap the chimney to prevent further damage. During this call, the customer asked “Will using the chimney cause more water damage?” Our response was “Until we are able to send a crew out, using your chimney should not cause an increase of water ingress and since it’s not raining there should be no reason she isn’t able to use her chimney until we are able to send a crew out.” This was the only point in time where we indicated is was safe to use her fireplace.
  On December 21, 2021 at 7am we inspected the workmanship around the chimney, which all work was done correctly, or so we thought (more on this later). The roof still has not yet been tarped while we are testing other potential areas to identify where the leak is originating. As we were still sourcing potential areas of the leak, wrapping the chimney would not yet be beneficial in trying to solve the problem. We then caulked the area and asked customer to monitor the situation to ensure the leak was fixed. By 11:45am of the same day, the customer indicated the leak was not fixed. At this point, the chimney seemed likely to be the problem causing the leak.
  December 22, 2012 we installed a tarp over the chimney to rule out the leak the customer is experiencing is coming from the chimney stone itself. The owner was instructed to let us know if the leak stops or continues as soon as possible so it can be dealt with. The owner was advised by four people on separate occasions to not use the chimney while it was tarped. The owner was also notified by an email stating “please do not use your fireplace until we can get this sorted out. I will call you tomorrow morning.” Within hours of us leaving, the customer used the fireplace by admittedly placing a 3 hour burning log into the fireplace, lighting it and then left the house to do Christmas shopping, leaving the log burning unattended. This created a situation where smoke from the fire log backed into the house. The installed tarp has half-moon slits cut into it allowing for some breathing and airflow through the chimney. These slits are not intended to handle the volume of smoke from a fire, as the fire will emit far too much smoke and airflow for these vents. [Photo attached at end of this document for reference of tarp.] This same situation could be created if the fireplace damper was left in a closed position. As we do not have access to the incident report from the Surrey Fire Service, we are unable to comment on the events that transpired from the smoke.
  On December 23, 2021 the customer became physically ******ening and verbally abusive towards Penfolds Roofing & Solar employees. Numerous conversations and emails have been documented exhibiting this behavior. (Image 8)
  
  Due to ongoing ******s from the customer, we have not felt comfortable sending crews back to worksite. Also due to the customers ******s and concerns of trespassing, we cannot freely access this jobsite to be as proactive in resolving this issue as we ideally prefer. At this point, we began conversing with the home owners son and have had to work with limiting schedules to visit the home for repairs.
  On or abouts the beginning of January 2022, another Penfolds Roofing & Solar crew visited the site to inspect for potential sources of the leak as the roof was still leaking after the tarp was installed. It was at this time we identified the backpan of the chimney should have been wider. The backpan sits along the highest edge of the chimney where it meets the roof. It was unfortunate that our experts missed this in previous inspections, as referenced on December 21st, and we accept responsibility for this error. We have since been scheduling to complete this repair under warranty. This repair is currently scheduled to be completed in early February 2022.
  On January 12, 2022 we returned a call to the owner’s son and awaiting to make contact. Due to schedule differences we were not able to get to the home until February 2, 2022. On February 2, we removed the chimney tarp.
  We were notified from ******* ******* that the customer contacted them to potentially repair the roof. A stipulation of the warranty, as outlined in the warranty contract, is that we will only warranty our workmanship and product. Should another company do any work on a Penfolds Roofing & Solar project, the impacted areas will be void of all future warranty coverage through Penfolds Roofing Inc. and PRI Warranty Management Inc.
  
  
  Resolution:
  The customer is seeking a refund, for amounts undefined. Based on our analysis and review of the customer concerns, the following issues do not qualify for a refund:
  • Lifetime Warranty – free; included for all customers at no charge
  • Lawn vs Driveway used for disposal bin – Customer and Daughter verbally agreed to this placement for the bin
  • Nails left on jobsite – A common occurrence and we are happy to go back to recheck for nails
  • Government grant for solar panels – This is not handled by Penfolds Roofing & Solar, any compensation sought should be directed toward the federal government overseeing the grant
  • Solar Panels are North facing – Not true, panels face West
  
  The following customer concerns are continuing to be repaired:
  
  • Gutter connection – Install flanges where required
  • Roof Leak – Continue repairing areas identified as potential causes of leak

  Customer response

  09/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:  The solar panel instaallation date was changed from May. 26 to May 6 via the company.  numerous times i mentioned in email and text about the government grant and was denied each time by a company rep.  the Government grant people in Ottawa via phone calls said that anyone selling solar panels would have known of the grant.  Via the installation,  the houise is facing North via 3 different compasses, "****** earth, ****** maps, and mapquest"  all panels are N.W. facing.  I will never get the full benefit of the winter or early morning suns. ever.  it is 9,000 to correct via my estimate.   

  There were 3 times the roofers went up on my roof to inspect the panels and came down and  ****.  Dec.20 I was told the file was closedM VIA TEXT MESSAGE  and my son and myself via "conference call" had "**** from repairs" on the phone and we were told "*** *** *** *** *******".  All on speaker phone identified ourselves to "****"  When the crew one was Matt and the other unidentified came to put the tarp on they said "I could not use the chimney and I said then go away "**** ** ******* with witnesses said we could".  Matt walked off and went on his phone away from my hearing and came back and said okey "**** ***** *** ***** ** *** **** *** * ***** *** *** *******"   Get your ***s to match up cause all things were witnessed.    

   

  You all are *****..........and why we had each conversation witnessed.   Just as you claim the downspouts are hooked up.  That was in the contract as was  the use of only one driveway.  I have witness via text that..  "said I am going into the class and the one driveway via contract is available".    I have the full *** attendance credit for being in school.  I also have the text that when the date was changed from May 28 to the 5th that I would be in school during that time and expected professional behavior.   

  *****, *****, *****,   *****.      

  Also the **** on the repair as seen is my chimney and the way a chimney should look when completed.     I brought in 2 estimates  each estimate from competing companies went up and saw the chimney and said rip it all off and do it over.   I then Jan. 26 brought in a roofing appraisal .  the chimney flasing wasinstalled incorrectly and why it is leaking.   Even after looking at the complaint picture you ***d in your statement to the BBB.  I know what was wrong and 2 times you have been given a chance to come clean and stop ******.   

  YOUR *****, *****, *****.   FEAR FOR YOUR SAFETY.........ha ha.. i said over 3 times in writing.  'do not step foot on my property again WITHOUT ADMITING WHAT YOU DID AND ACCEPT OUR DAMAGE CLAIM or i will call the police'   The rooferss were just pulling up in Dec. unannounced and adding more silicone and leaving.   I am70 years old and walking impaired.  i do not think roofer is on my career path and yet had to learn why my roof is leaking.  a skill at my age I will probably never need.     The solar panels is again something I have phoned for estimates and was told 9,000 to correct.  All agree it is North facing.   I know these guys are *****, *****, *****  .    THEY WOULD LOOK AT WHITE AND TELL YOU WHY IT WAS NOT WHITE. *****, *****, *****, EACH ***.    

  I knew you would have a *** about the tile that looks like its up as well and just *****.... Anyhow eachj of the roofers that I called and went up immediattely saw the mistake and why they said the whole thing should come down cause of that ****** mistake around the chimney as did the estimater..all know it was PENFOLDS.     

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

  I do know you have asked my son-in-law if you could come over with your metal appraiser to look at the roof and I said sure.  I have 3 estimates saying precisely what is wrong and you had 3 times including the BBB to come clean and you ****.    

   

  We have not tampered with the roof that is your work and 3 other competitor's have looked at this work..........3 TIMES YOU WENT UP THAT ROOF....   once in Nov. (Matt and Steve)  the next big rain  we called again and (Steve) went up.   and then in Dec.20 we phoned and talked to **** ** ******* on speaker phone and was told how water flows uphill, etc.  and the witness to the tarping.  this phone call was on speakphone and witnessed and all declared who was listening.......stop ******.
  
  Sincerely,
  
  ******* ******

  

  Business response

  17/02/2022

  To address the customer’s statements in their recent response, we have provided the detailed response below:
  
  In clarifying the various installation dates mentioned by the customer, the solar installation was originally planned between June and July 2021, weather depending. An exact date was never provided, which is common, as we need to ensure permits are attained, materials are ready and the weather is suitable for our team to go onto a roof. The customer was eager for the work to be completed and asked our team on multiple occasions to install everything as early as possible. On May 4th, we confirmed with the customer by phone and email that everything was ready to go for her installation and we would ****t on May 5th, requiring 2 days to complete. For specific reference to the ******* ***** Grant, this installation was completed 3 weeks prior to the Federal Government releasing any details of the grant. No businesses, including other solar companies, HVAC and renovation companies, or even Energy Advisors were privy to details of the grant prior to its release. Upon the release of the grant, we were in contact with other companies and industry professionals who collaborated to better understand the grant application process and requirements.

  
  We utilize professional software for mapping out solar installations and determining the best surfaces, coordinates and geographic locations for the placement of solar panels. This software is utilized by many of the top solar installers in North America, and around the world. We stand by the West facing position of the panels installed on the customer’s home based on all of the analysis within this software. There is absolutely no need to reposition the solar panels, as repositioning the panels will only result in decreased electricity production.

  
  The customer states that “There were 3 times the roofers went up on my roof to inspect the panels and came down and ***d.” We went up on the roof a couple of times to set up her ECU (communication device). This device is used to monitor the solar panels and ensure the system is functioning properly. The reason for going on to her roof and inspecting this device is because the customer wanted the ECU to be located in an exact spot. However, it was too far from the panels and the communication signal was not good enough to function properly. This was our effort to ensure all parts of the solar system were installed correctly while also meeting the customers desires for where it was positioned. 

  
  The customer states that one of our employees in repairs said "you can use the chimney." Context to this response is imperative as this phone call occurred prior to our repairs team arriving on-site to tarp the chimney and further diagnose the cause of the leak. During this phone conversation the customer stated “Will I be able to use my fireplace as I don’t need more water coming in”. This was a question relating the use of the fireplace to worsening the water leak. As our Repairs team member was not on-site to diagnose the situation, she said “Until the crew comes to site or you are instructed further, using your fireplace should not cause more of a water ingress. If you would like to continue using your fireplace until the crew is able to be dispatched out, using your fireplace should not be dictating the amount of water ingress.”
  

  Downpipe flanges are an error that we accept responsibility for and will be rectifying. This was a genuine oversight and sincerely apologize for any inconvenience.
  We regularly work on homes where owners cannot be present due to their work schedules or other commitments, such as school in this customer’s situation. We treat all these jobs equally with professionalism and care.

  
  The disposal bin placement was mentioned again, without any new or different information to report. We addressed this issue in our previous response.

  
  The customer states “Even after looking at the complaint picture you ***d in your statement to the BBB.” Which complaint picture number is customer referring to? We take this statement seriously, but don’t understand what the customer is referring to. We maintain that all statements we provide are honest and true.

  
  The customer also states that two times we misdiagnosed the cause of the leak. This was not intentional, and we have taken steps internally to review this flashing situation with our teams to ensure this doesn’t happen for future installations, and also for our teams to properly identify these types of problems immediately in the future. As this flashing item was missed during the original inspection, we resorted to alternative methods to determine where the leak was originating. This is a common problem solving process to diagnose the problem. We don’t wish for errors like this to impact customers, as it’s clearly a challenging situation for them to have to live with during the time it takes to rectify. We are continuing to do everything possible to correct this situation.

  
  Our teams never arrive on-site unannounced. Our policies require prior communication with the customer ensuring they are aware of our presence, whether or not the customer is able to be at home during our visit.

  
  Penfolds Roofing & Solar, and our employees, have faced multiple ******s from this customer, such as her ****** in her response stating “FEAR FOR YOUR SAFETY”. Yes, there have been some unfortunate circumstances, but in no way and at no time are ******s to the safety of our team acceptable. We have continued to persevere to rectify the situation in our best efforts, while keeping our employees safe, despite the ongoing abuse and ******s from this customer.

  
  Other qualified roofers should acknowledge how to repair areas creating leaks, and would agree that unless multiple leaks occur in various areas of the roof, localized leaks can be repaired by fixing the affected areas. The remainder of the roof is functioning correctly and shows zero signs of failure. We are continuing to ensure the affected area is repaired properly and will uphold the integrity of the roof and home.
  

  To acknowledge the customer’s statement in the last paragraph, we have never suggested there was any tampering with the roof.

  
  

  Customer response

  18/02/2022

  
  Complaint: ********
  
  wow I can not be***ve the ***s and obviously Penfolds knows this is a big repair job and now inventing reasons why they can not come out.  If this goes to court you better be able to prove your ***s.....cause that is slander and perjury .  ******  * *********** ** **** *** *****  . ** ********* ****** *** ****** **.
  
  My son feels that conversation with **** on Decv.20,2021 was taped so your *** there can be proven.
  Any other fears you have are ridiculous and have obviously realized what a terrible job you did on this roof and took my 53,3748  and ran off ....   ****** ** ******** ****** *** *** *** ***.
  
  * *************** *********** ***** ** ** ***** *** ****** ** * ************   Looks like your going to have to prove your ***s.
  
  My Appraisal just breaks open your ***s in the first 2 pages.  You did a job you had no idea of what your were doing and became not just carless but also reckless in covering up Penfolds mistakes.  
  
  You can try to make this about anything else accept you took my retirement fund for a job you had no idea on how to do and now trying to make it about something else.    
  
  $750 I will make available the appraisal of all the mistakes.  which includes bare wood/ nails/screws coming through membrane, panels of a snap lock system nailed down (3). etc.   The first 2 pages is 100% proof of your incompetence to do this job.  
    First page says "note of how many times an attempted repair was done"   and 3rd page.  area of leak was touched and water immediately came out .    
  
  Still Leaking , even after all that silicon.  This was a product that was self sealing and did not need silicon but all those silicon applications are noted.  
  

  
  

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

  

  Business response

  04/03/2022

  We have always been willing to go to the owner’s home to review and repair the issues that have been discussed. In December, the customer ******ened physical harm to our employees if we arrived at her home to do any repairs. Also, the customer ******ened to call the police to have us removed from the property, if we showed up to do repairs. Since December 24th, 2021 we have minimized communication directly with this customer as we mutually agreed to communicate via her son and/or son-in-law. We have placed numerous calls and tried to confirm dates for us to complete repairs. It’s understood with the son-in-law that due to his schedule, availability of our roofers and weather conditions, it has been challenging for all schedules to align. This is by no means any indication of us not attempting to repair the issues.

  
  The comment regarding “bare wood/ nails/screws coming through membrane” is unclear. Nails were not used for the installation of the metal roof. Screws are used to fasten the metal panels to the roof deck and these screws are covered by the metal panels and are therefore not visible from the exterior. Some areas, such as the ridge cap, do require screws which remain visible from the exterior, however, these screws include a gasket to seal and prevent water leaks.

  
  The customer states “panels of a snap lock system nailed down”, which is inaccurate. The snap lock system she refers to are the metal roofing panels. These panels are fastened to the roof deck with screws, rather than nails, as mentioned in the previous paragraph.
  To provide an update regarding the issue with the downpipes not connecting to the in-ground drainage, we have reviewed the situation and contracted ********* ******* to complete the repair. This repair was completed on February 3rd, 2022 while the son-in-law was on-site. We called the customer to verify this work was complete, but have not received a response from the customer.

  
  The repairs to the area where the leak originated are yet to be completed due to the conflicting schedules mentioned ear***r. We are continuing to work with the son-in-law to complete this repair.

  Customer response

  07/03/2022

  I opened this complaint.  I am the owner , ******* ******,  I signed the contract with Penfolds and paid all the entire bills to total 53,474 in full and have a paid in fulld invoice.

   

  I have iclodes/attached 4 pages of the appraisal.   the first 2 of the attchments of a 9 page summary is a summary of the defects/repairs needed for this roof.  The 3 page is the actual roof and what Penfolds did to repair this roof (silicone screws etc) and that the roof is still leaking and loaded with openeings.  The last page is the proof that the appraisal is a member of the appraisal institue.  British Columbia - Appraisal Institute of Canada (aicanada.ca)    They are unbiased and give an honest appraisal for disputes, court, resolutions, etc.  

  The last 2 pages of this attachments states the evidence of repeated leaks including that the roof is still leaking...

   

  All of these defects have to be fixed not just the point of the leak.  IS PENFOLDS CAPABLE OF DOING THIS???   

   

  Penfolds have entered my property 3 times since this file was opened.  (tarp removal, measurements on downspout, install of downspout)  The downspouts do not seem to be leaking.  ty.  

  It is up to Penfolds if they still feeel afraid of me.   

  

  Business response

  15/03/2022

  We have reviewed the pages of the report provided from BC Roof Inspections. The issues identified regarding the back pan of the chimney are in line with the issues we’ve identified and have scheduled for repair. As there are new areas of concern, we will be scheduling a site visit with additional members of our senior team to inspect further. This site visit will allow us the ability to schedule the time and order any additional materials to rectify each area identified in the report.

  
  As we have only been provided select pages of the report, we will require the full report to be provided to us. This will allow us to make sure nothing is missed from this report and that all areas of concern are properly rectified. Can the customer please provide the remaining pages of the report from ** **** ***********?

  
  We are trying to rectify these issues promptly, but the scheduling conflicts have already added months of delays. If the homeowner will grant us permission to arrive on the property unscheduled, without the requirement of having the homeowner/son/son-in-law present, we will be able to expedite this process much more quickly. Even though we say our visits will be unscheduled, we can still provide the homeowner up to 24 hours notice before our arrival. This also requires that our teams not be ******ened or abused, physically or verbally, as we just want to do our job and ensure the repairs are completed.

  Customer response

  18/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  On March. 16,2022 , Penfolds came and entered on my roof for 2 hours.  Purpose to order supp***s to repair roof.  Because the downspouts were finally installed and not leaking, hopefully this quality of work  (downspout) can now be done on the roof as it should have been done in the beginning.  This was because my son-ion-law out of his own days off took the time to talk to Penfold.   This was with very much mistrust on my part as to Penfolds competence.  This repair leak should never have happened if the roof had been installed correctly.
          I had given them (Penfold) by email the entire "appraisal"  (cost of appraisal to me of 750) of full shortfalls, errors  and damage from this roof installed by Penfold on May,2021.   Not to the  manufacturer of this roofing materials standard either.  
         Regarding the last paragraph:  Any delay was because of Penfold's inability to repair the roof when reported in Nov.2021.  Threee (3) times Penfold went on that roof and could not identify the leak .  Until Jan.2022, first time on roof Cody from  ******* ******* immediately knew where the leak was and Wally of ******* ******* phoned Penfold and told them where the roof was leaking.  Penfold did not have a clue where this roof was leaking.  Three (3) times Penfold went on the roof,  even remotely know what , where, or why this roof was leaking. I also sent numerous photos of the area of the leak and anyone that knew what they were doing would have seen the chimney area was not done properly but each person (in Penfolds) I sent those photos to were not able to competently see that the chimney area was not installed correctly.  If Penfolds had known what they were doing in the beginning this roof would never have leaked.
       I was sold a product that Penfold did not know how to properly install or repair.   Because of this , any work done by Penfold will have another appraisal to see if Penfolds work even comes to "B.C. code/ standard" and the "standard" that this company that sells this interlocking roofing system has set.
      This continued leak of wet, dripping rain water  for over 9 months now.  The damage on the front lawn is also outstanding.  (On installation day , only ladders were allowed on the front lawn not oversized vehcles ).  This is entirely Penfold's careless work ethics.   (My son did discuss the continued leak numerous times).   
      I did not need this stress .  My son-in-law was willing/able to discuss this problem with Penfold time out of his days off to negotiate this repair.  He did not have to as allowing 3 attempts by Penfolds to find and repair a leak that never should have happened had the roof been installed correctly.   My son-in-law did not have to take his time and days off to help in any way at all.  Without my son-in-law trying to intervene on this roofing another outcome would have  happened.  My son offered and  was available with weekends off.  Penfolds rather than work on weekends their (Penfolds) day off took my son-in-laws time and days off to negotiate a repair.   This was with very much mistrust on my part as to Penfolds competence. This repair leak should never have happened if the roof had been installed correctly. Then Penfolds careless behavior after 3 attempts and seeing photos still not able to identify the leak.  ******* ******* and the Inspector immediately saw the leak as Penfolds should have been able to see and identify.
  Sincerely,
  
  ******* ******

  

  Business response

  25/03/2022

  We appreciate the customer's sentiments and have committed to making sure any problematic issues are resolved in the coming weeks. We will follow up with updates pertaining to the planned scope of work as it's scheduled and completed.

  Customer response

  30/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I last wrote on March 18. 2022 that Penfolds had been on my roof on March 16,2022.  Penfold had told my son-in-law that Penfold's was willing to rebuild the roof.  (roof should have been done correctly 10 months previous and paid in full 53,474).   I then sent the full inspection report of all deficiencies and errors on that roof.  
  I just now talked to my son-in-law and he confirmed Penfold's has not contacted him at all???   NOTHING, NOT A SINGLE WORD/TEXT/PHONE CALL ETC. 

  To write what they wrote which is they may schedule a rpeair somewhere in the future is not adequate........NO ONE HAS HEARD ANYTHING AT ALL...............MY ROOF LEAKS............    

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

  

  Business response

  03/05/2022

  On March 16^th, our team visited the site to review all details within the report provided from the customer. We have since completed a scope of work required for these repairs and generated a materials list to order the required materials. It has taken some time to have the required materials delivered to us and then schedule the repairs.
  
  

  As of April 8^th our team was able to go back to the home and complete repairs for everything in the inspection report to address each area of concern. My understanding is that the work has now been completed.

  Customer response

  26/05/2022

  The 2nd  and what should have been the final inspection did not pass.  page 6 and 11 lists numerous discrepancies and defects.  the major is the area not touched on page 6 , the constant monitoring of the roof and etc.   I did not pay for this I paid 53,00 for a maintenance free system.  When Ron talked to my son-in-law he promised to rip apart and rebuild the roof.  Also because of how busy the Roof inspection company was I could not get an appointment until May 10th and then the inspectors got sick and I was set back until May 16 for the ear***st opening.   This was with a rush and 24 hours later my report.
  page 11 says this sstem with sealant has to be monitored every 2 years.  I did not pay for a silicone roof.............
  ty for reopening the file I appreciate it.

  

  Business response

  26/05/2022

  Our team is also keeping this file open due to this most recent report. We are continuing to review the deficiencies and will determine next steps to ensure this roof passes this inspection. An update will be provided in the upcoming weeks when we have more information about the deficiencies and confirm what steps must be taken. We will continue communicating with the son in law and will ensure this is resolved.

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