ComplaintsforValor Home

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Valor Roofing (and Home) replaced our roof on Jan. 17 and 18th, 2024. We found minor damages ( a plant destroyed with one damaged and cracked outdoor chairs) but the damages we are most concerned with are deep scratches and marks in our newly installed (Oct. '23) iron railings on our back steps. Valor Roofing had placed scaffolding (in order to gain access to the roof, soffit and fascia) directly over the railings. The work was done during a very cold period - about 25 degrees - and between snow events in the area. I suspect the workers, outdoors for hours, were very cold and were in a hurry to finish the job - for which no one could blame them. However, I asked them to be careful of the railings as they "are new". We have pictures of the uncovered railings while the roof was being done. A customer sevice rep for Valor suggested I use Rustoleum on the railings as they were no bigger than nailheads. We have pictures and video of the damage (bigger than nailheads along with many scratches) as well as an estimate from the fabricator and installer of the railings for proper repair who has indicated that any other method of "repair" will compromise the longevity of the iron railings for which we paid. They are powder coated and fired. Valor Roofing has been dismissive regarding my damage claims and it's customer service abysmal. Valor Roofing offers 100% satisfaction and so far they have not lived up to this promise. 100% satisfaction would equal $1350 for railing repaired to its original, recently installed condition as well as $150 for replacement of damaged and destroyed plants. Valor Roofing has never sent anyone to look at the damage and has not contacted us despite multiple emails but was quick to request payment of balance due the evening that work was completed.

  

  Business response

  02/15/2024

  Valor Home unequivocally denies the allegation brought forward by ***** ****** in this complaint. ***** has no proof of her allegation, these are all assumptions. Attached is a picture from the work site showing the ladder jacks to the left of the steps and railing, not over the railing as claimed by ***** in this complaint. 

  Our signed contract terms and conditions are attached as well, these docs eliminate Valor Home from responibilty of damages to landscape to include grass and shrubs during the course of normal construction. 

  Futher signed docs are attached confirming outside furniture is to be moved outside of the work area by the homeowner prior to Valor Home arriving

  Customer response

  02/23/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  

  I was instructed to send my response (to Valor Roofing/Home) to this address after making an error that caused my response to NOT be sent.  

  
  

  First, my name is ****** *** *****.  Is this an indication of your attention??

  
  

  
  

  I could accept the damage of plants and chairs as well as having to rake debris and power wash as a result of human error and it being 25 degrees with snow, but I will not accept damage caused by metal scaffolding placed ACROSS the railings.  Three of us (my husband, son and me) who were in the house Jan. 17 and 18th, SAW metal scaffolding suspended on stepladders (one of which was on a snowy incline) directly above the railings that the workers used to gain access to the roof, soffit and fascia, which I assume has to be close to the house to serve its purpose.  WE watched THE WORKERS WALKING ON THE SCAFFOLDING (how else is it done??).  That is the specific point that I opened the back sliding glass door and asked them to "be careful of the railings, as they are new".  The worker acknowledged the request.  Valor Roofing included a picture my husband took that does NOT represent the scaffolding being across the railings.  The picture was taken at another point in the process.  The picture DOES show the railings NOT covered, however, which should have been done at minimum, consistently. Railings are not movable which is why I SPOKE UP.  

  
  

  Again, $1350, per the railings fabricator and installer's estimate is what it will cost to properly return the newly installed (Oct. 22, 2023) railings to the condition they were when Valor Roofing/Home came to replace our roof.  At bare minimum, Valor should have come to inspect the damage as pictures can be manipulated.  We have video of that shows detailed areas of damage that were not there before Valor replaced our roof.  

  
  

  I have lowered my request for compensation from $1600 to $1350.  We cannot understand why Valor refuses to honor their advertised "unwavering dedication to 100% satisfaction".  

  
  

  
  
  
  Regards,

  Complaint ID: 21292331

   

   

   

  

  Business response

  02/28/2024

  Apologies for the name oversight.

  As prevoiusly stated, Valor Home stands by the fact that the scratches on the railing were not caused by the walk-pick used in the picture supplied. Walk-picks are used to allow an installer to walk down as they install. These devices are set at heights 5-6 feet below the working area. Placing a walk-pick over a railing would then put the installer 2-3 feet above the soffitv area of the home. This would be counter productive for the method of using this device. Valor Home has supplied the facts and pictures to backup our claims. If the complainant has visual facts to support their claim, then it's their turn to produce them. 

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