Hey guys,
So some of the shingles are blistering on our new place. They’re less than a year old so I guess its just some defect..who knows but I suppose those things happen?
Anyway, I call the local rep and he tells me they don’t come out to look at them but instead I have to go through Warranty Claims. Sure thats fine with me so I call them. They send me this muliti-page form and long story short, I have to pull off two of the shingles and mail them along with photos, copies of receipts, etc to NJ! (I’m in Florida).
I won’t mention the company name (however their plant is less than 10 miles from my house) but doesn’t that seem excessive when an individual could just come out to look at them in place, and I could submit all my paperwork when he deems something is wrong?
I’ve never submitted a shingle claim in all my years in the business but this doesn’t seem like very good customer service especially when the shingles in question are their “top of the line” costing well over $120. per square.
Maybe I just expect too much?
Mike
Replies
A friend had a similar problem only with cupping after two years. He went to the retailer and they said they were not at fault since it was heat build up from poor venting. It was on a polebarn that was open because he hadn't put the 2 12ft high garage doors on yet. Go figure.
Get ready for a long aggravating process, being ready to fight for your rights every step of the way so do what they ask, get copies of everything, including their warrantie process documents explaining what THEY are required to do. As soon as they start to fudge, writing them a certified letter to say that you expect satiosfaction by _______(date) or you will be forced to refer this to the state Atty Gen. would not be inappropriate. Too many of these companies have been side stepping by making the claims process so difficult that most folks just give up and buy and alternate product. Don't expect more than you are entitled too but make sure to hold their toes to the fire.
Taking the photos with low light across the blisters can amplify them and make them obvious in the picture. Shoot several shots at diff angles at diff times of day in close up mode. Keep copies. Document. Document. Document. Document.
Is your attic ventilated? There are some studies showing that unvented attic spaces can have excessive heat buildup that can raise shingle temps and boil the asphalt in them causing blisters. Very common in Fla. That's the only out that I can think of they might have.
good luck.
Very good pointssuggestions my friend. Thanks.
I plan on writing a letter to go along with my claim and mentioning my ridge, off-the-ridge and soffit venting will now be included in it.
I like the photo suggestions as well.
Yeah, ya know I don't want something for nothing and I don't expect a 100% free roof or anything, just some standing behind their product. I mean it almost $10k just in materials so come on, give me something to make me feel better.
Mike
Don't forget local resources. Many newspapers have a consumer desk, usually one person, that knows the ropes and has the ability to make life difficult for companies. Some times a company will make a replacement with much fanfare as a advertising move, making an asset out of a potential liability, to avoid bad press.
If they move expect major portions of the roof to be replaced. With a little pressing they might reinstall the whole thing. That's what happen for a man I worked for. When the newspaper threatened a story the manufacturer accepted the paper space and made grand gestures to demonstrate how well their product warranty was backed up.
A top-of-the-line roofing contractor was busted free, I was told at considerable extra cost, and descended in fine form to make the replacement in record time. Everything was done to the nines with much documentation and videotaping. They ended up selling lots of product with the demonstration. When it comes down to it a single roof is cheap compared to the cost of advertising.
Well, I wish you best of luck, but don't expect full satisfaction from the warrenty.
My one and only warrenty claim was on a seven year old reroof that was curling.
I filled out the paperwork, sent in the shingles that were requested, included some pictures showing the problem and to show adaquate ventilation.
Within a very short time they responded, totally agreed that the shingles were defective and tendered thier settalment according to the terms of their warrenty.
That was the problem. The warrenty was pro-rated and based on the original purchase price of the materials - no labor.
Taking 7/25 off the original purchase price of the shingles only, doesn't leave much to strip and reroof a house.
And yes, I did consult a lawyer. He advised me that like it or not, the shingle manufacturer was abiding by exactly the terms of the warrenty as written.
By this time my customer was fit to be tied. I had sold the job to him stressing the advantage of upgrading to a 25 vs 20 year that the other roofers were quoting. He wasn't faulting my installation, but was alluding to my judgement in using that brand of shingle.
As the roof wasn't leaking (just looking bad), we settled on a compromise to keep the peace. He kept the warrenty check and I provided about a day's worth of work and roughly $200 of materials.
Not especially fair to either of us, but the best that could be done.
Terry
Your story is typical of all of the manufactures. They purposely make it difficult so there is a chance you will give up and forget about it.. Most are a bunch of 24 carat butts.
Just to make it clear. Only the shingles are less than a year old or the whole house is under a year? If the whole house then go after the builder, I would be bugging the rep to get his butt over to my house.
Nigel,
..er...ah... I was the builder. Can't really go after myself can I?
House is new as are the shingles. Even as a contractor, the rep still won't come out to see me... Said I have to mail 'em like everyone else.
Mike
Edited 6/16/2002 10:08:46 AM ET by Mike