ComplaintsforArmor Metal Roofing

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  New roof done in mid-February for $7600. When *****, the owner, came to collect the check at the end, I told him that I had to turn off my heating because it suddenly smelled terrible and was making me nauseous. He casually said that it was probably the chemicals from the roof and it would go away.By the next week, I was violently ill and missed three days of work. On Thursday and Friday of that week, I went back to work but was run down. Friday afternoon, by chance I discovered that the roofers had lifted the roof ****s off of my water heater and furnace and disconnected them and left them that way. I had been breathing Carbon Monoxide and soot for over a week. I had a professional from ************* Services come by and told me that if I had had my water heater on (I had not), then I would be dead from ** already. I turned off the furnace and tried calling ***** multiple times and sent emails. No response and it was freezing out, so I had Heritage come the next day, Saturday, to fix the roof **** so I could get heat again.***** called around 10 am on Saturday. He claimed to be at a convention, so thats why he didnt answer right away. He was upset that I was using Heritage, but I explained that I had no heat and he hadnt responded to this life safety issue in a timely manner. I need heat in the winter!I presented ***** with a bill from Heritage including my employee discounts for $720 on 2/22/2024 which he agreed to reimburse me for. I said if he reimbursed me, I would not pursue reimbursement for the lost wages and for almost killing me and making me very sick.This Friday it will be a month since he agreed. In that time, he made me wait 2 weeks for a check to supposedly be issued. Then he said it was in the mail coming from *****, ***** to *************, **, and 2 weeks later, still no check. I gave him until tomorrow 3/22/24 to bring me the check, but now he doesnt reply at all. I plan to take him to small claims court, but thought to try here first.

  Customer response

  03/25/2024

  The situation has been resolved. ***** mailed the check to the wrong address. He just put the check in my hand. He said it is a good check. He asked me to let you know that the situation is resolved and that I wish to withdraw the complaint. Thank you for your help with this.

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

   

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our initial excitement of having a new roof quickly turned to disappointment, anger, and complete discouragement. After two leaks, finding improper workmanship, and installed snow breaks failing beginning within six months of the roof being installed and continuing to present, we got no help from Mr. ******. He blew us off for so long (two years) and after seeing his patronizing replies to other similar complaints on BBB, I gave up hope of being able to resolve the problems. Now the leaks are turning into mildew in the kids bedrooms. Mr. ****** advertises a no-leak guarantee but will not honor it. We need a complete replacement of our roof as we have no trust in the integrity our roof to last a lifetime. We basically wasted $65,000 on a roof that is no better that what we had before.

  

  Business response

  05/13/2022

  May 13, 2022 
  BBB Response Letter 
  
  Ref:  **** *********
  
  Dear ****, 
  
  Thank you for the opportunity to clarify matters and state our position with Mr. ********** It should be noted that a recent email on May 6th was sent to the customer offering to make another inspection in hope of resolve after a recent inspection was unattended by Mr. ********* in 2021.   As a highly professional and reputable company, we go out of our way ensure that customers are very satisfied with our Metal Roofing systems. As in this case, the situation we are in stems from a very old building that is riddled with pre-existing conditions beyond our control. Mr. ********* was made aware of this through our many conversations over the past three years concerning many issues that we have addressed.
  
  To offer more detail and to start, I was initially contacted by Mr. ********* back in October of 2019. Our multiple conversations started back in October of 2019 when Mr. ********* and his wife had since purchased a turn of the century old 1700’s Farm House that was structurally in disrepair with a very dated old corrugated rusted steel roof, original boards in many areas with gaping holes, uneven surfaces, and various idiosyncrasies including a patch work of loosely attached and unattached vinyl siding including no vented soffits in eaves and dormers (typical of this era style home), multiple additions built over the years onto the original structure and poor and in many roof lines, poor or no insulation or ventilation.
  
  He was very understanding of what this project would entail. It would be a project entailing many skilled man hours of labor, trim board replacement, and aluminum wrapping in needed areas. Our conversation included that this would be a complete face lift that will continue to alleviate many conditions, but in no instance could this be a maintenance free situation on every level including an occasional leak beyond our control. Never is there a “no leak” guarantee from our firm.  For example, some areas near valleys and run offs would still have to be occasionally maintained by him, as snow would still build up as has been the case, especially this past winter with heavy driving rain that could create problems in loosely maintained siding and rafter channels.
  
  Moreover, there were many red flags I noticed firsthand and up close from our several meetings and conversations almost three years ago, that included a sighting of damaged sheetrock, water stains, and yellowed areas inside his living room area before we had entered into an agreement. He mentioned to me about a recent “Run In” with a roofing contractor that just completed a rubber roof for him on an addition to this building, an initial loan denial from his bank that put our initial project off in 2019-2020, and over the next several months, there was a changing of items to include new plywood in areas, standing seam metal roofing vs traditional ribbed roofing, a decision not to replace a skylight, and a Bounced check for insufficient funds for $ 26,753.
  
  Furthermore, a very lengthy conversation entailed pertaining to whether or not to add snow stops in areas of concern. I mentioned to him in conversation and email form, some of the advantages and disadvantages of doing this. Heavy snow and ice could break the stops and require additional cost to him not covered by our installation warranty. Also, snow could pile up from snow being held back, in areas causing water to forcefully enter into old boards and loosely attached siding and soffit areas.
  
  We appreciate Mr. ********* as a customer and most conversations were done respectfully and politely. However, untrue accusations and unfair claims have left us with disdain and frustration for this project as our skilled team had spent many hours trying to do the best for his home and his large family.  We cannot rebuild an old farm house with our Metal Roofing systems but we have certainly added thousands of dollars to the value to his property moving forward.
  
  We can offer new snow stops at an additional cost and another inspection should he choose so.
  I can arrange for another meeting at a time convenient for the both of us .
  
  Sincerely,
  
  Glenn W*****
  
  ARMOR METAL ROOFING

  Customer response

  06/15/2022

  
  Complaint: ********
  
  Mr W*****’s response is unsatisfactory.  It is entirely patronizing, unprofessional, and twisted in half-truths.  I’ve not made any false accusations of workmanship and customer service, whereas his response attacks me personally, shifts blame, males excuses, and takes no responsibility for his part.  The chimney flashing is still assembled incorrectly and leaking, ruining the new plywood sheathing and ruining my children’s bedroom ceilings and walls.  He even tied to caulk over the error instead of repair it when I first complained of the leak.  Nails from installing the sheathing over a vaulted ceiling area are still protruding into the living space.  The garage roof still doesn’t have a ridge vent.  Water still comes in around the area where a sky light was removed, ruining drywall and insulation.  The snow breaks that were supposed to be clamp on types, are still screwed in and breaking off.  Mr. W***** no leak guarantee still plays daily on WSEW 98.7 radio.  My roof was in disrepair; that’s why we hired a roofer.  My new $65,000 roof is still in disrepair after promises from Mr. W***** that his roofing system would last a lifetime and structurally improve our house.  The only maintenance Mr. W***** ever talked about was needing to repaint in 40 years.  We gladly pointed out the old water damage to Mr. W***** so he could properly address the areas of concern and he gladly promised us that his roofing system be worry free; he has not had a leak in the nearly 40 years he’s been in business.  “Knock on wood”.  Before Mr. W***** blames me for not snow raking, please know that I meticulously roof rake every snowstorm.  It’s absurd for Mr. W***** to state that he told us to expect the occasional leak.  We never would have hied him or given anyone a check for $65,000 if they said the roof would still leak.  I beg Mr. W***** for two years to address the problems.  He never did.  And to his May offer to make another inspection; I didn’t tell him no; I told him to please follow the BBB process.  So where is his offer in response to my complaint.  There isn’t one.  Furthermore, to bring up a customer’s finances to discredit them is disgraceful.  A professional businessman would have addressed the issues with the roof, but Mr. W***** is trying to garner sympathy while distracting from the real issue; his workmanship problems and refusal to honor a no leak guarantee.  Mr. W***** would not have been able to know about the loan details, and no professional businessman would ever publish information about his client’s financial situation. Mr. W***** has committed a serious breach of trust and future clients of his should be very wary of expecting him to maintain client confidentiality.  Worst of all, his claim of a loan denial is entirely false.  The loan wasn’t denied; our credit has been and continues to be impeccable.  We didn’t have enough equity in the house at the time of the loan to cover the cost of the roof.   We simply had to postpone making more payments to build more equity before securing the loan.  Mr. W***** needs to refund the amount of the roof so that I can hire someone else to replace the leaking and damage panels and sheathing.  We have no longer have any trust in him to be honest and make much needed repairs.  He had two years to remedy the situation but all he has done is kick the can down the road.  It’s time he owned up to the mistakes he made and keep his promises.  He can make this right by allowing us to be made whole again and have a roof that will protect our house and everything inside of it.
  

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

  

  Business response

  06/20/2022

  
  June 18, 2022
  BBB Response Letter 2
  Ref: ******* *********
  
  We have appreciated the opportunity to serve Mr. ********* and we always strive to perform to a very high standard of professionalism. However, it is extremely disheartening to try to read between the lines of his unjustifiable and false claims as he continues his attempt to slander our firm and extremely hard-working team. His response is untimely, unfair and simply not true about our past conversations, what he seems to think he hears about a “no leak warranty,” issues stemming from an Old Outdated 1800’s Farmhouse not up to par with current building standards, improper soffit ventilation, 4 chimneys, many in disrepair, with several added roof lines built by old deck hands, and again, riddled with pre-existing conditions beyond our control. His large home, with separate tenant living quarters, multiple roof lines, slopes, and facets, constituted a significant amount of material with many man labor hours of installation, including stripping a rough shot old Galvanized, rusted, old metal roof that had leaked for many years and was evident in his ceilings prior to our contractual agreement.
  It must be duly noted that the transformation of his home has been nothing short of spectacular with many value added benefits including increased property value. We cannot rebuild his old farmhouse with a Metal Roof, but we have certainly gone out of our way with many extras he will never acknowledge.
  Moreover, our relationship has been tarnished with a bounced check, a past history of learning of other contractor disputes on his roof, a refusal to allow a third inspection ahead of this complaint, even though he chose to not be present on the second one, a recent statement that he can now longer trust us, and now, we feel the safety of our crew is in jeopardy.
  We have lived up to our agreement and have been more than patient to help him, but it is clear, he is not looking for a resolve but an incredulous refund.
  
  Sincerely,
  Glenn W*****
  
  Armor Metal Roofing

  Customer response

  06/23/2022

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because:

  Mr. W***** continues to play the victim to defame me and my credibility rather than address the issues with the roof.  He continues to disclose personal financial information; notice his story has changed now.  I was nothing short of open and honest with Mr. W***** all along.  I made him aware of the bounced check (a simple error in transferring money from one account to another) and remedied it immediately.  I made him aware of the past leaking evidence, though we had no active leaks while we occupied the house until his roof was installed.  I made him aware of the dispute with another roofer for improperly installing a rolled roof.  I made him aware of non-conforming structures (and paid nearly double to have new plywood sheathing installed to give his crew a better surface to apply he metal roof to).  All things Mr. W***** took on with full knowledge and assurance from him of a great outcome for our new roof.  He made no statements of having any issue with anything until now.  And it surely wasn’t unsafe during the install.  No safety equipment other than ladders was used.  Now it’s unsafe?  Coincidence?  Why would any homeowner pay out $65K for a new roof if it was presented as “we’ll do our best, but it might not work and you’re on your own if it doesn’t”.
  In the spirit of being fully open, Mr. W***** replaced some clapboards, that were broken when they roofed a dormer area, using vinyl siding that I provided. 
  Mr. W***** made it impossible to attend the inspection after I initially reported the first leaks.  He was no flexible to my work schedule.  So, I sent him a detailed emails about the leaks and my wife was home to give him full access to all areas of the house and roof.  Rathe than admit that they incorrectly installed the flashing around a chimney, they attamed to apply silicone to cover up the error.  He played the same scheduling game for the inspection he requested responding to this complaint.  And I didn’t deny him he inspection.  I simply asked him to go trough the BBB procedures.  He hasn’t made any attempt to request an inspection through this process.
  Mr. W*****’s attempts to state that I am untimely are a pure reversal from the truth.  I initially reached out to him immediately after the problems first became apparent and continued to do so while he led us on a two-year wild goose chase.  He had all the opportunity and then some to fix the roof.  His delay tactics in hopes that we would fade away have resulted in more damage to the roof sheathing and interior walls and insulation that he is ultimately now responsible for. 
  No more games.  Mr. W***** needs to clearly state his position on providing a refund and stop the defamatory remarks in order to professionally address the real issues with the roof.  While the roof certainly look nice, I have more leaks and other problems now than before the installation of his roof.
  
  Sincerely,
  
  ******* *********

  

  Business response

  08/31/2022

  It seems crystal clear to me that Mr. ********* will not accept the fact that any leaking he has experienced is due to his home’s specific construction. Nor, is he willing to accept another inspection from our company to show him why this is happening.

   

  His issues come from existing conditions that have been happening well before we were contracted by him, to do a very extensive Re-roofing project in Standing Seam Metal Roofing. This system has been flawless for us and in a nutshell, when the wind and rain is driving, or when snow and ice builds up, that he does not clear, any intensive water gets driven under his siding, which is very old and penetrates his wall sheathing. This has been happening for a very long time when I noted this evidence prior to our agreement on 11/12/19. It has nothing to do with the metal roof, or sealing of any metal joints, due to a full underlayment protection from top down. We have been doing this for a very long time, and we had pointed this out to him and his wife on several different occasions.

   

  Moreover, his house has old existing barn boards with no ridge ventilation. It isn’t possible to reconstruct his structural rafters and joists which do not follow the normalcy of newer homes in the seventies and eighties. His soffits are not vented and his upstairs rooms are hot, where moisture with condense and form, with no possibility of ventilation except for him to hire a spray foam insulation contractor . We discussed this many times in person, and over the phone, and is a condition which he would do but rather to see how the metal roofing would help. Our metal roofing is doing its job, but with a very old Farm house, that has been worked on, with many different changes, the issues are internal;  exterior siding and wood trim related !!

   

  Also, there are optional clamping type snow holding systems that could be installed, these were never discussed except at a later date to offer him an opportunity to add more of these at an additional cost, not included or discussed on his original agreement. He is also looking to have these done for free, and another tie in to his hope for a refund.

   

  In closing, I feel that Mr. ********* would have accepted our offer for a third inspection or to agree to add more snow systems on to his house, but it is obvious to us, that he is not willing to do any of this, only looking for a refund for his unacceptance of his homes conditions and utilizing the BBB’s process to hurt our good reputation and accreditation and slander us with claims of a “no leak guarantee” to the public.

   

  Sincerely,

   

  Glenn W*****

   

  Armor Metal Roofing

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

  Customer response

  10/18/2022

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: 

  HI *****,

  
  

  Thank you for the opportunity to reply.

  
  

  I asked for a complete refund because Mr. W*****, to this point, hasn't even considered my complaints.  He has muddied the conversation with claims of structural conditions that are not relevant to the problems. Rather than even consider my case,  he has dragged the BBB process on for over 4 months. This is how he has handled my complaints for the past two and a half years.  He just dragged out the situation with many excuses, only sending his crew out one time to evaluate the problems and placing a band aid fix on the chimney leak. I'm stating this simply to say that my request for a full refund is in response to Mr. W*****'s poor customer service, not seriously addressing the workmanship problems, and dragging this out so long as to force me to give up.  I'm willing to reconsider my request for a refund, if Mr. W***** will address the following issues, stop shifting the blame back on me, and stop giving excuses that have nothing to do with the complaints.

  
  

  1.  Improperly installed chimney flashing.  I personally verified that this is where the leak is originating, watching water run down the inside on the sheathing in the attic, down into interior walls, and pooling in the ceiling. The flashing visually appears to be installed incorrectly (see attached photo).  This leak is a workmanship issue, not a condition of my house.  Mr. W*****'s crew identified this the one time they came to my house and tried to fix it by applying silicone caulking to the flashing.  This is a temporary fix and not acceptable.  Remedy: The flashing must be installed correctly.

  
  

  2.  Screwed on snow brakes.  When we contracted with Mr. W*****, we very clear that no penetrations were to happen to the roof.  As evidence of this, we had him remove an existing skylight and not reinstall a chimney brace that was removed during the old roof rip out.  When it came to snow brakes, he assured us that the snow brakes would be clamped on to the roof, not screwed in.  This is not what happened.  He had plastic snow stops screwed into the roof and sealed with silicone caulking.  This is not acceptable.  According to the Metal Construction Association, standing seam roof, such as mine, should only have clamp on style snow stops. The one Mr. W***** installed are already failing and braking off after only 2 snow seasons.  This is a life/safety issue because Mr. W***** did not follow industry standards nor our wishes.  Remedy: Replace panels with penetrations.  I don't not desire Mr. W***** to install any snow brakes.  I'll have someone else do that.

  
  

  3.  Roof ridge vent.  We contracted Mr. W***** to install a ridge vent wherever possible.  In the garage I can see roofing around the ridge beam.  So it appears the sheathing is cut back to allow for venting, but why can I see roofing?  Where is the foam material? One side of the house does have soffits and a ridge vent should have been installed there too.    Remedy: Properly install ridge vent.  

  
  

  4.  When we were signing the contract with Mr. W*****, he unequivocally told my wife and I that in 40 years he never had a roof leak when we asked him about the no leak guarantee we heard play on a radio add on WSEW.  I have heard similar adds play over the past two years. He needs to honor this and correct the workmanship issues.

  
  

  5.  I'm not an uneducated person that doesn't understand my house.  I don't need Mr. W***** to continue to patronize me and tell me about the condition of my old house, tell me to rake snow, etc.  I'm not a bumbling idiot.  I know how to rake a roof and even made a snow rake to fit over the standing seams.  I know we have a complicated roof and we even spoke at lengths about it with Glenn before we signed the contract. He had no problems accepting the conditions and complications of our roof and made us feel very confident that we would be well pleased with the new roof and that it would last for a lifetime. I need him to fix the work he failed to do properly, not the condition of my house.  Further, he needs to acknowledge that I did not deny him a visit to my house to assess my original BBB complaint.  He needs to acknowledge that I told him to follow the BBB process, because I didn't trust him to keep his word after two years of trying to get him to come out to my house.  Of course he's welcome to perform a site visit, but only if he agrees to settle the complaint through the BBB.  Here's the original email for reference.

  
  

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

  

  Business response

  11/01/2022

  Dear ***,

   

  Thank you again for the opportunity to explain our position and again clarify remarks made by Mr. *********. It’s not surprising to me that he continues to complain about issues that are beyond our control as it relates to this extensive old and dated 1700’s farmhouse with many facets in rough shape. It is his failure to address these conditions on his own or with outside contractors, that are at the heart of the matter.

   

  Our original agreement was made with the *********s’ on November 12, 2019. I shared many concerns during this process about what he could realistically expect from our Metal Roofing system, as it relates to his home and investment property.  He will not mention the fact that on two instances, our firm had inspected and addressed his concerns while still under warranty. One of these instances he failed to be present. Moreover, all chimney flashing, ridge venting and snow stops were installed properly. We have gone out of our way to ensure a wonderful Metal Roofing system that has added much value and protection from the elements to this Old Farmhouse.

   

  In addition, he continues to ignore the importance of his property’s pre-existing conditions as it relates to this complaint. These include inferior, non-pointed and maintained chimneys and linings, old, deteriorated siding and trim in many areas, getting his internal condensation in check, and his lack to properly shovel off snow from many areas which is a concern. His focus should be on removing the snow from these areas to prevent water or ice from coming into his siding and trim, not keeping it held on with more stops.

   

  In closing, our firm has abided by and lived up to our original agreement, warranty terms and obligation with Mr. *********. We apologize for his failure to acknowledge the hard work that are crew did to install his roof and his unjustified claims to date !

   

  Respectfully submitted,

   

  Glenn W*****

  Armor Metal Roofing

  Customer response

  11/10/2022

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: 

  I don't understand Mr. W*****'s reluctance to address my specific complaints of improper workmanship and improper product being installed.  Why he continues to belittle me personally and my house instead of addressing the issues presented to him is beyond me.  At least he has finally acknowledge some sort of warranty does exist. 

  Perhaps I came off too strongly before, but such should be expected after 2.5 years of having circles run around my complaints. There is no doubt that generally speaking, my roof is better than before and generally, I'm happy with the results. The workers were pleasant to be around and even replaced some siding when the clap boards broke during removal. But this isn't the forum to point out all the good; it's a complaint process.  What else does Mr. W***** expect to be mentioned here? There is a spot where a gapping hole now exists in the eaves where dry-rotted wood broke and wasn't replaced.  But I don't hold that against them, hence it's not previously mentioned in my complaint.  The same with not replacing a chimney brace. I gave instructions not to penetrate the roof at all, and they followed that in this case, so no complaint about leaving rods sticking out from the chimney into the air.

  Mr. W*****, please address the following workmanship and parts issues without diversionary excuses about the condition of the house.  I followed your recommendation to add 6,500 sq ft of plywood sheathing for the best possible result.  Nothing else can be done to make the condition of the house any better.  You have addressed the condition of the house enough but have not yet addressed the issues of this complaint. 

  1.  Snow brakes were screwed into the roof where clamp-on types should have been applied, thus putting penetrations into the new roof against clearly stated instructions that no penetrations were to be made in the roof. 

  2. Plastic/acrylic snow breaks are improper material for snow load and are breaking off after only 2 winters.

  3. Ridge vents were to be installed where possible.  The barn roof doesn't appear to have the vent installed in a location that would allow for ridge venting.

  4. Chimney flashing seems to be the culprit of an ongoing roof leak as the flashing appears to be improperly installed; the overlap is reversed.

  Mr. W***** is welcome to perform a site visit so long as he commits to fixing the above stated complaints. 

   

  1.  I don't want Mr. W***** to add any more snow brakes.  Remove the installed brakes and replace the roofing with holes in it.

  2. Properly install ridge vent in barn.  Plywood appears to be cut back.  Cut back roofing and add vent material.

  3. Properly install chimney flashing, not apply caulking.

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

  

  Business response

  11/28/2022

  Dear *****,

   

  Mr. ********* continues to press upon matters that are either beyond our control (are pre-existing due to the age of his home – 1700’s Farmhouse- with multiple facets and additions done throughout past 100 years)  or comment on areas and items that again, were installed properly.  Our agreement dated November 12, 2019, was completed, and installed in good faith.

   

  Our team has made visits without a service charge to him to inspect these items. One visit he chose not to be present during the inspection.

   

   

  In response again to his comments on these items:

   

  1. Snow breaks were agreed upon specifically by him and installed properly.  He was present at the time and acknowledged the placement, type and agreed to the use of them. We cannot be responsible for any damage to Metal Roofing because of holding snow or not holding snow.  Mr. ********* was very clear in his understanding of using these. There is not a Metal Roofing manufacturer who warrants the use of these on their products, for this very reason. Most people enjoy the freedom of not having to shovel the snow off their roof and choose to not add these.  We installed these at Mr. *********’s request.

   

  2. Ridge Venting has also been installed properly on his home in all areas that were possible.  Proper Ventilation can also be achieved on an older, before 1970’s home (his 1700’s) with the use of a“ Spray Foam Contractor “ which he chooses not to pursue.

   

  3. All Chimney flashing was done properly. Flashing is not done with caulking but with an advanced method of Triple Flashing with Metal accessories that were installed properly.  Outdated and old chimneys as in his case were all base flashed as typical.  His brickwork is in rough shape and out of square. He is very aware of this and should have all his chimneys, block, and brick, re-pointed, and re-lined by a masonry professional.

   

   

  In closing, our firm has abided by the terms and conditions of our agreement.  I am pleased that at least he has acknowledged the hard work and exceptional effort our installation team exerted on his home. We wish Mr. ********* and his family a wonderful holiday season and hope he will take the needed steps to get his home up to par in these areas as discussed.

   

   

  Respectfully submitted,

   

  Glenn W*****

   

  ARMOR METAL ROOFING

  Customer response

  12/08/2022

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because:

  Mr. W***** continues to turn a deaf ear to my complaint and repeats the same erroneous story over and over to beat his narrative into readers heads and to stretch time out so long as to force me into giving up. 
  I first complained to Mr. W***** directly on Friday, December 11, 2020 about the snow break being screwed and glued rather than clamed on the standing seam as contracted.  See the pictures labeled Chimney Brace and Sky Light as evidence of my request to ensure no penetrations were made into the new roof.  The polycarbonate snow breaks have begun to deteriorate and break after only two winters.  See picture labeled Broken Snow Brakes.  I previously posted on October 18, 2022 that according to the Metal Construction Association, standing seam roofs, such as mine, should only have clamp on style snow stops.  Here is more support of that position. The Safe Roof Experts website states that “polycarbonate or plastic snow guard products…can be attached to the roof with strong adhesive and without making holes and damage to the roof covering” (emphasis mine).  Mr. W***** did use adhesive but also penetrated my roof with screws.  The website further explains that “Manufacturers of metal roofs recommend tubular snow guards” a metal, clamp on style that I expected to be installed.  Lastly, the S-5 company, a leader in the metal roof industry, states that “any [snow guard] system must be prudently tested, engineered and time-proven.” They go on to state that gluing on polycarbonate snow guards “Adhesives are not recommended for use by many industry organizations and user groups due to the above points.” (glue failing, roof protective coating damage, voiding manufacture warranties, replacement every couple of years) In summary, Mr. W***** should never have installed the polycarbonate snow breaks as that type was improper for my roof type as well as violating the contract for no roof penetrations.  This is not the result of a condition of an old farmhouse!
  
  The chimney flashing was installed with caulking.  See Chimney Flashing pictures 1 through 3.  Also notice that the left vertical seam has caulking but the right side doesn’t.  The chimney leak is not due to the condition of an old farmhouse either.  The leak did not exist prior to Mr. W***** installing the new roof.  Further, I had the chimney inspected in late September 2022 and it was passed as satisfactory by a certified, professional chimney inspector.  The leak is new to this roof.  It is causing damage to the roof boards that did not exist before.  It is getting into the ceiling and walls of my children’s bedrooms causing damage and potentially mold.  See pictures labeled Leak.  This is not an opinion but is a fact as stated by Mr. W*****’s own team.  After first contacting Mr. W***** about this leak on December 11, 2020, he finally sent a crew to inspect the leaks in March of 2021.  (This is the inspection that Mr. W***** keeps mentioning I wasn’t present for.  He is correct that I wasn’t present because he would make an appointment for a day I was home, even though I was working from home two days a week at that time.)  My wife showed them the staining in the ceilings and walls.  They did not go into the attic to inspect but went on the roof.  They told my wife that they identified missing caulking around the chimney and made some repairs.  But those leaks haven’t stopped, and Mr. W***** never came back out despite repeatedly contacting him and broken promises from him to re-inspect.  At least, not until I filed a complaint with the BBB. Then he offered but I don’t want more empty promises without results, so I told him to follow the BBB process.  He hasn’t offered to inspect again in any reply to my complaint, but rather patronizes me as a naïve homeowner and tries to blame me for his mistakes.  He’d be a good at politics.
  
  
  Of course I acknowledge the hard work of installation team.  But hard work and good faith doesn’t mean that mistakes weren’t made.  Mr. W***** needs to accept that.  See picture of sheathing nails penetrating the living space of my home.
  After three years of trying to resolve this matter with Mr. W*****, and seven months of back and forth through the BBB, I don’t understand how Mr. W*****’s business still has an rating other than “F”, especially after he rejected going through arbitration. 

  
  Please change my desired outcome.  It’s clear that Mr. W***** won’t give a refund and honor his no leak advertising.  I simply want the snow breaks removed, panels with penetrations replaced, and chimney flashing properly installed to stop the leaking.  

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩