ComplaintsforQuantum Roofing

• Initial Complaint

  08/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Quantum Roofing put on a new roof on in 2020. We paid over $30,000. We have a 5 year warranty. The roof still leaks. I have called multiple times since the beginning of April. Ive talked to someone several times and left several messages. Ive even sent them pictures of the damage to our living room ceiling. No one will call us back. No one will come out to look at the roof. Every time we ask for a supervisors name they will not provide it.

  Customer response

  08/14/2023

  I have attached a picture of the warranty 

  

  Business response

  08/17/2023

  We have inspected the chimney multiple times for the homeowner. It is a rough cut stone chimney that is original to the house. It has been determined that the chimney needs to be inspected and repaired prior to any further action being taken. There are multiple cracks in the masonry and the top of the chimney needs to be inspected as well. We have visited onsite repeatedly and patiently handled the homeowners many complaints. We are happy to cover the warranty but all signs point to the chimney masonry needing to be repaired which is not a part of our warranty.

  Customer response

  08/20/2023

   
  I am rejecting this response because:
  This is the first I am hearing about a possible chimney issue. If they had called me back to inform me I would have gladly had a conversation about this. The time that someone came out to check the leak he informed us it was hard to say what the cause was because it had stopped raining and asked that I call back when it rained again which is what I tried to do. 
  To the point of a potential leak, we did in fact have the chimney inspected and re-mortared at the time of the roof repair so that shouldnt be the issue. 

  

  Business response

  08/24/2023

  There is no indication on the chimney of a repair being done since the completion of the roof. Visible water staining and mold/mildew growth is present that would have taken longer than 3 years to present. Advise contacting the chimney company regarding their warranty. Please find attached multiple portions of the chimney still showing cracking and potential leak points. These are photos showing around the flashing of the chimney but they are additionally throughout the chimney above the flashing. We have patiently answered this homeowner questions and concerns from day of the job to completion of the roof to billing to warranty and there is no evidence of the leak coming from the roof.

  Customer response

  08/28/2023

   
  I am rejecting this response because:
  

  From the pictures you can see we have had work done to the chimney. 
  There is a new cap on it and clearly you can see a difference in color from the old mortar compared to the new mortar. 
  Also, you can see cracks/hole in the caulking around the chimney wrap Quantum installed. 
  You can also see where the shingles behind the chimney are pealing away from the adhesive. 
  I am certainly not trying to be difficult. It is unfortunate it has come to this. I have been calling Quantum since April with no response and felt this was the only alternative. 

  
  

  

  Business response

  09/01/2023

  There is visible algae growth all over the mortar in the photos that the homeowner posted in addition to the ones that we have posted.
  
  
  The shingles peeling away from the adhesive is a shingle installed over the cricket behind the chimney. The sealant shown is not a manufacturer installed sealant not is it intended to hold the shingle on top down. The roofing system is designed to work without that sealant there frankly. However, Quantum will typically apply sealant in areas as a way to go above and beyond for the homeowner to ensure a sound and quality roof. 
  
  
  Additionally the photo provided of the flashing is a similar situation. The flashing is designed to shed water without the sealant present. The sealant is simply there as an additional way that Quantum provides a superior service. 
  
  
  Neither of these are indications that the roofing system is leaking.

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