ComplaintsforVantage Builders Ltd.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  03/29/2012 *************. amount $17,171.70. Vantage Builders supplied and installed a Decra Roof with a 50 year warranty on my residence. Over the past years roof panels have turned different shades of colors at different rates. I have been patiently dealing with Vantage Builders for approximately the last 4 years for a warranty claim. During this time numerous people have been to my residence to look at the problem, taking pictures and at one point removed 2 panels to send away for analysis.The problem is very noticeable even as far as 1/8 of a mile. I understand Vantage has been trying to get some warranty from the manufacturer for quite some time but are unsuccessful. I understand that the material for my roof was different lot numbers. Vantage is offering to warranty 50% of the cost of the material and labour to replace the roof ( they are willing to do the south facing side only ). It is my opinion, even though it is most noticeable from the south side, is that the complete roof should be done. Doing just the south side will result in one side of the roof being a different color than the other side. The roof was installed using different lot numbers and even though the south side is most obvious now it is hard to believe that only different lot numbers ended up being on one side of the roof. Right now there is at least 1 defective panel on the north side plus the entire ridge cap has to be replaced which will result in the north side having different colors as well.Over the years I re-shingled my roof with asphalt shingles twice and both times did the entire roof not just one side. I have the invoice plus drone video of the roof and would like to bring my information to you for viewing.

  Business response

  24/11/2022

  Good afternoon, 

   

    We'd first like to stress that we take customer service and satisfaction very seriously and have since 1975.  Regrettably, we for some reason haven't received the previous complaints for whatever reason, and suspect it may be because the emails were sent to our general mailbox, and there was an unfortunate disconnect.

   

    We've been working over the last few years since it was brought to our attention to have the shingle manufacturer accept responsibility  for the shingle's problem, and after many discussions,  the manufacturer (***) has unfortunately denied any responsibility for the discrepancy in the shingles colour differences.  

    That said, we've also worked with our trusted supplier/dealer to help bring the customer some sort of compromised solution that while may not be exactly what they were hoping for, would at least take care of the colour difference on the entire affected surface within the line of sight so to mitigate obvious colour differences.  Keep in mind, that this is not paid for by the manufacturer, but as a loss by the dealer as a good faith gesture to both the customer, and us at Vantage Builders.

    For our end, we've agreed to absorb the labour costs to replace the affected roof elevation, but remind the customer that the issue is not an issue with the workmanship of the installation, and any work we do, is beyond our typical 1 yr workmanship warranty, and is also offered as a gesture of good faith in order to try to bring as satisfying a conclusion as possible for the customer. 

    This situation was regrettably rejected, as well as offers to replace to roof completely with an acceptable lifetime alternative roofing product that could afford the customer with the entire roof replaced. 

   

    Please forward future reply's if possible to myself at walter.gegolick@vantagebuilders.ca or at the office at *************, and I'll be happy to discuss further.

   

  Sincerely, ****** ********.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩