Durolast roofing installed incorrectly
Hi Everyone-
Last year I moved into a house that my mom had owned as a rental. Soon after moving in (at the first rain) I noticed her new Durolast roof was not draining the water into the gutters at three different locations. When I got onto the roof, I also noticed the roof is stretched so tight at a couple corners that the water just runs down the roof an over the facia, in lieu of draining towards the downspouts.
When I initially called Dorolast’s certified roofing contractor, he indicated he would only speak with my mom as the contract was made through her. When my mom & I made future calls we were never able to get ahold of the roofing contractor. It seems the contractor has an answering service that allows him to dodge his problems.
I have also spoken to Durolast’s factory representative for the San Francisco Bay Area and he has indicated he doesn’t any time to assist us with our problems beyond recommending another Durolast certified roofer to make the repairs. His tone and refusal to review our roof was really upsetting as he had personally recommended the original roofing contractor.
When I called Durolast’s corporate headquarters in Michican, I was told by some nice guys that I could not purchase the materials to repair my roof unless I wanted to go through their training program and become a certified installer. When I told them why I wanted the materials they were sympathetic but unable to assist me any further.
Thanks for reading my short story about a crummy contractor and poor service a material manufacturer. I have always believed if you have caused a problem, you should fix it, unfortunately this isn’t always the case with others.
Now for my question. How can I fix this type of roof or am I going to have to pay for another Durolast certified roofer to make the repairs?
Thank you in advance for everyone’s comments and/or assistance.
Dale
Replies
I'm guessing the original work is still under warranty? Is the warranty transferable? "She used to own...", does that mean you bought it from her?
If you bought the house and the warranty is not transferable, you may be out of luck. You may still be able to pursue it for not being installed according to specs...not sure, though.
Still, assuming you have a warranty:
Send the original installer a certified letter, return receipt requested. Describe the problems and what you want done to rectify it. No whining. Just the facts. Time bound him...10 business days or so...for him to get back to you.
Document the roof with pictures. If you get no reply from the installer, send pics and another certified letter to the corporate offices. Again, describe the original problem, the steps you've taken to resolve it, and where those steps have taken you. Time bound them with a reply to you.
If no results, and circumstances show that you have been wronged, consider small claims court.
Hi Mongo-
Thanks for your comments. We have already proceeded as you stated, but we don't wish to sue anyone as it will be a lot more work than just fixing the problem.
I know my first post sounded like I was whining but I expected Durolast's assistance after reviewing the problems with our roof installed by the roofing contractor recommended and licensed by Durolast. I didn't expect Durolast's representative to say he didn't have time (and/or any desire) to look at a residential roof with problems. This type of customer service is bs.
My main reason for making the original post was to see if anyone on the forum had fixed this type of roof and could give me some info on where to purchase the supplies, as Durolast will not sell to you unless you are a Durolast licensed installer.
Mongo, thanks again for your comments. Hopefully someone else can let me know where to purchase the supplies to fix this type of roof.
Thanks a bunch,
Dale
Dale,
Re: the "whining" comment.
I wasn't inferring that your first post was whiney. When writing a company to settle a dispute, things tend to get settled when emotion is not involved. Stand firm, but again...no emotion...just the facts. That doesn't mean to take a milquetoast attitude. You simply ram the facts down their throat. Repeatedly. If, of course...you are "in the right" to begin with.
Sorry, but I can't help you with the supplies for repair.
Good luck.
I am sorry, but I can't help you either in actually fixing the roof.
But I would write a letter to the president John Burke
http://www.duro-last.com/DLWeb/amanandanidea.htm
Again keep it simple and straight forward. But mention that their local person (I don't remember if he was rep, company employee, independant distributor or what) did not have the time to help. And that you are requesting that DuroLast assistance in solving your problem.
Mongo & Bill-
Thanks for the info and comments.
Dale
Dale, First, is the roof leaking? If not, then technically the problem is not with the roof itself. Durolast warrantees the roof product and the correct installation to prevent leakage. From your description, it sounds like the roof system itself is done correctly. Second, Durolast bases the roof system off the contractors dimensions and site information. It is up to the contractor to make sure that proper drainage occurs. I am not defending anyone. I am basing this on the Durolast training I went through last month. Basically, This sounds like someone installing a patio door but not flashing it properly. The manufacture can only control the product it makes. Installation may look right and technically be right but other variables such as prober site preparation and flashing play a big part. As for the reluctance of the rep to help you get the situation corrected, it sounds like poor customer service. Unfortunately, "contractors" ( I use that term loosely) like this give the entire industry a bad name.
Ski-
Thanks for your comments. Unfortunately as the water spills over the sides it is wicking back and damaging the facia.
And, I expected more from Durolast, after reading their product literature and statements made on their web-site.
Regarding fixing this type of roof. Is there a way to install and/or patch this type of roof without having to heat it up at the seams?
Thanks for your comments.
Dale