ComplaintsforEverguard Exterior LLC

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The deposit was in late June and work was in mid-July. I contracted to have a small section of flat roof repaired. This area had an entrance from the second floor and Everguard told me that due to code, the railings would need to reinstalled. He thought that replacing the support posts might be necessary. I have been communicating with the project manager for months trying to get this work completed, but I cannot get any movement. I really want the work completed as promised. The railings have been sitting in the driveway for months.

  Business response

  11/03/2024

  ***** **** entered into an agreement to replace his flat roof due to extensive leaking as reported by his tenant. He had railing attached to the flat roof, which caused the leak, as well as improper installation of the old roof that had improper sloping to allow adequate run-off of water, which also created water damage inside as the roof was sloped towards the house.
  
  During the installation process, we confirmed the railing was a source of the leak, on top of issues regarding the initial slope of the roof.  During the process, we confirmed with the homeowner that the railing must be removed.  The customer agreed for us to remove the railing, which was done.The railing was rusted and had a bees nest inside.  We explained to the homeowner that we would not be able to reuse the existing railing on his roof. 
  
  The railing was too deteriorated and even if it was physically possible to reattached, it could either cause a serious safety concern or could compromise the roof.  We explained to the customer that the railing would need replaced and sent him pictures showing the challenges.  The replacement railing was never included in Everguards scope or signed agreement with Customer.  Customer could have refused to remove the existing railing, but Customer determined that it would be best to have a water-tight roof.
  
  We spoke to customer again following this complaint to offer a permanent solution that would not compromise the roof or the safety of individuals utilizing it,  As we stated previously, Everguard never, in-person, verbally or in our agreement agreed to replace the railing.

  Customer response

  11/04/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22468381
  
  I am rejecting this response because: The response is inaccurate. Early in the process and before an agreement was reached, the company representative told me that according to code, the railings need to be present. However, when the repairs were performed, no planning or execution for attaching the supports to the roof was performed. They are now stating that they need an additional $1600 to install new railings even though the majority of this cost is for enacting the roof preparation for attachment which should have been done during the roof repair. The only additional costs I should incur is for the railing materials which was agreed to when the project was initiated.
  
  Regards,
  
  *********** ****

  Business response

  11/15/2024

  Unfortunately, the customer is not accurate. The total for the railing alone is $836.19, along with an estimated $400-$600 for cover tape, glue and primer to properly seal it to the roof.  That doesn't include any charges for the labor.  We are happy to do the work for the material costs and will provide receipts to the homeowner.  However, we don't expect it to be significantly, if at all, under our initial estimate.  As started previously, we never agreed to replace the railing nor was the railing ever mentioned in the cost to do the repairs.  However, to try to do right by our customer, we will do it out our cost.  

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