ComplaintsforIB Roof Systems

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  IB Roof Systems not honoring lifetime warranty on customer roof as promised.I hired and paid $21,399 to ID Contractions (********************************* also operate as ID Flat Roof (***********************) to replace my roof. I agreed with the contractor's proposed material and system which is the ** Roofing membranes systems (****************** ) (which is supposed to be the highest quality PVC membranes..." according the IB Roof Systems. Our contract includes a lifetime warranty on material and 5yrs on labor/workmanship. The warranty is offered and provided through IB Roof Systems warranty Program (******************/warranty-program). I was provided an ** Roof System Warranty Certificate. Two months after the contractor completed the roof replacement, the roof began leaking whenever it rains. Each time I contacted ***************************, the contractor immediately so that he could see the leak himself. He investigated the leak and said he could not determine where the leak is coming from. There was not any pipeline or other source of water in the house. The water has been shut off for months. I waited and tried patiently with the contractor to fix the problem. The contractor never fixed the problem and just stop responding. Since I have a lifetime warranty with IB Roof Systems, I turned to them for assistant and noticed that I received the same tactics as their contractor partner, ID Construction. They ignored me while time is elapsing and do not care if the leak damage the house further. I sent picture and video of the leak. They said they were contacting the contractor, and after two months, still nothing. I though IB Roof Systems would stand behind their warranty, but apparently, they do NOT. They make warranty promise, and hope customer never have to use the warranty. It is not fair or right that after spending $21,400 with 5yr labor/workmanship and lifetime material warranty that I should find money again to fix the new leaky roof.

  Business response

  10/05/2023

  We were notified of a complaint by building owner on 6/23/2023. As per our warranty owner is required to submit a "Claim Kit". In this case our request is photos of the alleged issue. On 7/7/2023 we received the photos submitted and determined that photos supplied were limited to the original installation photos. We have requested additional photos but to date have not received any supporting photos from the owner to support a claim of material defect.

  The ** Lifetime Warranty is strictly a material warranty against manufacturing defects of the ** PVC Single Ply Membrane and among other things specifically excludes any coverage for workmanship.

  ID Flat Roof is not a part of IB Roof Systems nor is it associated with IB Roof Systems other than they purchased product from IB Roof Systems and are eligible to offer Material Warranties for product purchased.

  ** Roof System is in favor of assisting the owner with their claim and respectfully requests photos of the alleged defect so that we may continue our review and respond accordingly.

  Photos can be emailed to ******************** Our case # for this project is #****. 

  We will send another request to the owner for supporting information separate from this response.

  Customer response

  10/24/2023

  This is the only message I received back since I filed the claim.  This message dated 10/12, 2023, but sent/received 10/20/2023.  As a matter of fact, I sent a message to BBB on 10/18/2023 asking for a status update.  Secondly, since I filed the claim, I have not received any communication from IB Roof Systems.  Therefore, I am kindly requesting that you do not prematurely close this claim. 

   

  I also , when I sent the requested photos to IB Roof Systems in July, they never got back to me, even after many phone calls and emails. 

  
  

  In their response to you (BBB), IB Roof Systems claimed that "ID Flat Roof is not a part of IB Roof Systems nor is it associated with IB Roof Systems other than they purchased product from IB Roof Systems and are eligible to offer Material Warranties for product purchased."  This is not completely true because ID Flat Roof is a perceived member of IB Roof Systems in order for it to offer the Warranties to customers like me. 

  Nobody from IB Roof Systems came out or attempted to verify or resolved the leaking issue.  They asked for photos which I provided, then they just denied the issues with no response, because photos might not show the material defects.  And they have this scheme setup in a catch-22, so that if you get another roofer to fix the issue it voids the warranty. 

  They should not be allowed simply to request photos and then denied them to prolong the issues and circumvent their responsibility while my roof continue to leak right after it was done.  This is not a fair or good business practice. I look forward to hearing from you soon.  Thank you!

  
  

  Sincerely,

  ******

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