Our roof was completed in June 2010. Within a month we had a leak in the kitchen near the vent stack. Called Complete and was told that it would be on the list for investigation & repair. We were never contacted again but the leak never re-surfaced so we assumed it had been fixed.
Spring of 2016 water was not flowing properly into the eaves troughs. The drip edge installed with the roof did not extend far enough to direct water into the eaves troughs. 3 calls to Mike (the owner) with no replies. We corrected the issue ourselves.
We replaced the kitchen over the winter of 2017 – 2018. In the spring of 2018, we had to call Complete out 3 times to deal with a leak coming in through our new cupboards. Every time, the tech said – all fixed, no more leaks. In the spring of 2019, we had to call Complete out 3 times to deal with a leak now coming through one of the lights in the kitchen in the same area. Same story – all fixed, no more leaks. The 4th call to deal with this – this tech no longer works for the company. Another tech was dispatched and determined we had dry rot and the whole panel above the kitchen needed to be replaced at our expense. The roof was patched temporarily by sealing what seemed to be a myriad of popped nails, poorly aligned shingles and poorly sealed vents - all in the panel above the kitchen.
When our roof was installed, there were a dozen techs on our roof - 4 level side split – stripped, re-shingled and cleaned up in 4 hours then on to the next job. The installation included 4 sheets of plywood that were to be installed in the roof panel over the kitchen – these were never installed. Coincidently this is the area where we have been experiencing leaks. Pretty straight forward – job was not done properly the first time – Complete should be on the hook for the repairs. Response from Mike (the owner) was – no, nothing wrong with the shingles. We are now expected to fork over a bucket of $$ to have Complete return to fix the problem they created when the roof was first installed.
Warranty said anything goes wrong in the first 20 years – 100% covered. Seems the only thing that’s warrantied is the shingles which goes back to the manufacturer anyway. He does not stand behind their contracts or workmanship. When you press him to stand behind their work, you get no response, no returned emails, and no returned phone calls – nothing.
If I ran a business like this, I’d be bankrupt pretty quick. Anyone can sign a contract and slap shingles on a roof. A real business does it right the first time and takes care of their Customers before, during and after sales.
During this adventure we’ve discovered that the real problem is not dry rot (this is a problem, but not the one causing our leaks) but the run off from the valley between the upper and lower levels. Our solution to this mess – we’ve repaired the problem ourselves and in ten years will hire a reputable contractor to replace this roof properly.
