They do not honour warranties or return phone calls
Hired Professional Roofers March 2011 (INV 3905) to fix flat roof with limited 15 year warranty. At that time liked the service we received and hired them again May 2014 (INV 6848) to do traditional house roof and dining room roof. In spring 2016 we called them back to note flat roof was leaking into living room again. At that time they blamed the new windows we were putting in. We held off until new windows and siding were complete and finished as of February 2018. They agreed that windows and siding were not issue. And have not returned any calls for 5 weeks. We have since learned the following: 1. Flat roof did not comply with both code and original signed off building specifications, as Professional Roofers recommended to remove the flat roof central drain. 2. Flat roof was not sealed to old part of house with flange 3. When new roof was installed above dining roof, roofers actually cut the seal to the flat roof 4. Proper metal flange and seal around all of flat roof is missing What this means is if we have more than an inch of water on the roof, it will not drain away and instead leaks around all of the edges of the roof - and where they cut the seal when they put in the new dining room roof. Our only options have been to wait for natural evaporation to take its course, or remove excess water physically (e.g. shovelling over edge of roof). Said differently we always must have three buckets in our living room. Although they were supposed to have put in a new plywood layer across the roof. There are multiple “soft spots”. A new professional roofer opened up these spots to find all rotten wood and carpenter ants. We are now looking at having to redo the whole flat roof. WE RECOMMEND THAT YOU DO NOT HIRE THIS ROOFER UNLESS THE CITY SIGNS OFF CONFIRMING THEIR WORK IS TO CODE. AND WE RECOMMEND YOU HIRE A GENERAL CONTRACTOR TO SUPERVISE THEIR WORK. AND KEEP IN MIND THEY DO NOT SEEM TO HONOUR WARRANTIES OR RESPOND TO PHONE CALLS FOR OVER FIVE WEEKS DESPITE TWICE A WEEK PHONE CALLS AND TEXTS. AFTER SPENDING OVER $20K ON THEM WE EXPECTED BETTER. All - please see below for the pattern of completely disingenuous response from this vendor. The 5 year patch job they are referring to is before we then signed up for a complete flat roof redo. They should relook at the invoice numbers provided as it refers to a 15 year warranty for the flat roof. And a 30 year warranty for the standard roof. The fact that the roofers put plywood over top of carpenter ants. Rather than calling out the risk and properly fixing it supports our general contractors PoV that they do not know what they are doing. And the reasons listed below are false for the leak. And the staff repeatedly say “the owner will call” and yet the owner never ever does. Despite us calling and texting twice per week. We paid a total of $20k for the total job. Not counting the first job referenced below which clearly had its own issues. The owner should be an adult and call back. And should personally visit on site. And before doing that should actually read the contracts and warranties that his sale person signed. The owner should also trust we are giving LOTS of free online advertising to ensure this review will always be the most preferred.
- Approximate cost of services:
- $20,000.00
- Company Response
Hello Mr. Paul S.,
We understand your concerns, and before we can address your situation, please review the following information; that way there won't be any misunderstandings or mistakes.
All the times that you called, we tried to help you the best we could. If for any reason phoning the office was inconvenient or that you felt discomfort in any way, then there was always the option to visit our office. The office is always kept open to the public, and in some cases it's more constructive to discuss your concerns in person.
7 years ago, given your financial situation at the time, we agreed to complete the work for a much lower cost than the original cost of the contract. Nonetheless, we agreed to comply with the contact and provide the full 5 year warranty.
In your comments you mentioned the issue with the central drain. The most common issue with the central drain is that it can be easily plugged with debris. This was the case here, the drain was not functioning because of debris.
Please take into account that last year when you phoned to express your concerns about flat roof, the repairman was sent to cleanup branches, and other debris. Because our warranty only covers labour related work, nothing relating to landscaping services, the cleanup was completed at no cost to you, as a complimentary service.
Pleases understand that at the time we did the flat roof; we did not do any structural work to the roof, therefore the installers can only be responsible for the surface of the flat roof. For example, you should not accuse a roofing company if you discover that the structural joists seem to be abnormal.
Your warranty has expired after 5 years. Now, two years later you try to place all accountability onto the installers. Nonetheless, your comments and concerns have been noted by our company management, and we kindly ask you to take some time from your busy schedule to visit our office. As we mentioned before, the office is always kept open to the public. Please reconsider meeting with our company management.
Sincerely,
Professional Roofers
416-604-9765
120 Industry Street, Unit B