Complaints

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has been telling me and Comfort cover systems (the company that installed their products on my roof) that they will not ****** my warranty because they're material is no at fault. Comfort cover systems says IB systems product is defective and Comfort cover systems will supply all labor but IB systems needs to supply materials. Comfort cover told me they would give me material to patch my roof. I contacted 3 different contractors and was told my roof can't be patched as it is pvc and you can't weld old pvc to new. Comfort cover systems also said they would not patch the roof because welding new pvc to old would not work just make the roof worse. I have a full warranty for material and labor. I need the material to get my roof replaced. Plus in the good will letter I got from IB systems it says if I take the patch material they will not longer warranty my roof. By the way they supplied me with six contractors that are I B systems certified all turned down patching my roof like IB systems want to do.

  Business response

  05/05/2023

  Unfortunately all our efforts to settle this claim with the complainant have not been accepted.  Below and attached please find our backup disputing this claim.

   

  Customer Complaint: The ***** has shrunk and is pulling the trim up and away and the ***** has a gap under it that has pulled away from the plywood leaving a one-inch gap under the *****.
  He provided warranty document R01-015535 (attached) which is not in his name. This warranty if it had been in effect for **************** by being transferred is a Material Only warranty that covers a manufacturing defect in the membrane. It does not cover workmanship,labor or inspection fees as **************** stated. Looks to be a warranty transfer that was never transferred. Our warranty states:
  
  Our records do not show any of this was done.
  Even with the warranty not transferred as required to be valid and the reported issues being excluded under the warranty. We originally offered up to 160 of clad metal on 2/27/23 as a Goodwill gesture. He declined this offer. After reviewing with the contractor and stating that the reported issues are excluded under the ** Warranty coverage, we agreed to offer as a Goodwill gesture up to **** sq ft of Gray Membrane and the clad metal at no charge to the customer. This letter was emailed to **************** on 3/17/23 and returned signed stating he agreed to our terms on 3/21/23.
  Goodwill letters are attached.
  The order for up to **** sq ft of Gray Membrane and the clad metal was placed with inside sales (*****************) on 4/21/23.
  I have diligently tried to help get this issue solved with **************** and Comfort Cover Systems. My records show I emailed **************** 24 times (he emailed me 27 times), I emailed Comfort Cover Systems 7 times (they emailed me 6 times). I feel we offered and did what could be done for this customer that has no valid warranty with **.

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