We paid $5853.40 for getting our roof done from Steve and his company. The job looked well finished. After the completion of this job we did not have any heavy snow or rainfall until late this year – May 2012. But recently with the amount of heavy rainfalls we noticed overshooting of water problems from a corner of our roof. The water flows over or past rather than into roof gutters. This has damaged our landscape-rose garden and definitely we are very upset about this. If this continues and is not fixed this may damage basement also. We have followed up with Steve this morning - who indicates their is no mistake of his work. Hard to believe I responded this never happened before to which he said the gutter is very small - 4". I showed him all gutters in my neighbourhood with the same size. Finally,he will find out if he can get a splash done but as he is doing a favour on us we are to pay for this splash. The right terminology here is a gutter deflector. Well, we got this information from our research on the internet after he had left so we have copied and have send him an email with the instructions of our findings. We have left him voice messages and are waiting to hear back from him. We have requested him if he will fix/rectify the errors made. Steve is a very polite person but surprisingly he made a statement saying I am perhaps going to go in my graveyard thinking he has not done the job correctly. If the water is overshooting and not flowing to the roof gutters after the new roof is done - damaging the garden, breaking the beautiful rose bushes, whose fault is this.... The posiibility here is Excessive roof shingle overhang and/or roof valley overshoot. We will wait for Steve to comment and/or respond.
With regards to Steve's response - here is what I have to say: Hello Home Stars, My sincere request to you for helping to publish my comments in continuation with my earlier feedback for the. Turnbull Roofing company here in Ajax. This feedback will surely help people like us in future. As Mr. Steve indicates in his comments, I will only add their is no misuse of this site done, let the viewers decide. We quoted his points with honesty and truthfully based on the performance we received from Steve. He kept on forcing us to remove down the review. There is a damage done to my garden after the roof was done. All we wanted him to fix this and accept the facts that the corner of the roof is not adjusted properly by his guys. To prove my point I am holding an estimate from other roofers who have taken a look and have let us know that the metal valley was not properly aligned in that corner. Rest everywhere the valleys are aligned properly hence the water accumulates on the ground and in that area only. I had sent Steve an email of my research done on the Internet that indicated possible 2 issues1.) either the over shoot of water as the shingles are not alined properly and 2.) the metal valley may not be alined. He had never responded that email. I do see his comments and frustration here with the 6 points but as mentioned if he fixes the issue we will regrade him. Whose fault is here if the valley is not aligned properly - it is the roofer company that has not done the job properly. They need to now reshingle that area or put a deflector/ splash pans it is the contractor's choice. It is not the matter of 50-100 dollars. When I spent apprx. 6000 dollars for my roof would 100 dollars more be a problem but this is against my ethics. I hold the estimate here from other roofers who clearly indicate the metal valley is not finished properly in that area and hence the water overshoots problem. Viewers, I hope my review helps for you to be keen in checking your roof properly.
- Company Response
To Mrs S. As you know, your roof was installed over a year ago. Since that time, until just a few weeks ago, you and your husband have said repeatedly how "extremely happy" you were with the job that was done. You called us twice in the last 4 weeks, immediately following recent severe thunderstorms(exceeding 20+mm of rain in a very short span), wondering if there was something now wrong with your roof. Each time your call was returned promptly within a 24hr period and I personally came to inspect the roof. Each time the conclusion was the same, the roof was installed properly and the workmanship excellent. I explained to you why I thought this might be happening and I believe it to be a combination of things. First, in any severe thunderstorm the shear volume of water is going to certainly cause spillage over the eaves. No eavestroughs are meant to handle that volume of water. Second, the eaves the builder installed is smaller than recommended for standard residential homes(4" rather than 5"), which is a common problem for many, especially larger homes like yours. They tend to lose their angled slope quickly and continually pull away from the home. Third, you previously had builder grade(rolled asphalt) valleys, which as you know deteriorate very quickly, and at your request we changed the valleys to a manufacturer approved pre-painted steel valley system, which we install on a regular basis. I gathered that having the steel valleys could possibly cause water to advance down the roof more quickly making spillage more of a possibility. All this I communicated to you in a polite and professional manner, assuring you that nothing was wrong with the installation of your roof. Also, if there were anything wrong with the job that was done we would've gladly fixed the problem. Still visibly upset about your garden, I thought I would try and help in the name of Customer Service, and suggested having some sort of splash guard/rain deflector installed. I even went as far as to say I would look into this for you, but really had no idea of the cost. I didn't figure the cost would be high and said perhaps I could find someone to install these for you for $50-100. At least that was my hope.
When I returned home I received an email from Homestars notifying me that you had written a poor review of our company. Grading us a 6/10. I was completely floored by this! I immediately called for an explanation, and you went on to say how this was all our fault, and you would not remove the review until this splash guard was installed and at our own expense. I feel this was a gross misuse of this website and we won't be bullied or blackmailed into fixing something that could not have been prevented by the installation of your new roof. This is certainly not how we conduct ourselves or our business. We will always honor the workmanship warranty given to you by our company, but we won't be forced to act in this way. We wish you all the best.