Security-Luebke Roofing, Inc

On Oct 13  I went to check the second repair to the leaks at the chimney. The new metal looks nice from the ground but on the roof it is easy to see there is an open seam at the corner on the uphill side of the chimney. The side the leak originated from. I can't tell if the original flashing was removed and this pretty metal is just a cover up or what. The fault is with the shingles not the masonry because it never leaked there. A generos amount of caulk was applied to the horizontal seams but nothing to the vertical ones. I would think a driven rain and possibly bees could enter there. I find this after I was told everything was fixed and you yourself viewed pictures of the repair. This is the quality of workmanship you get with Security Luebke I see. You now want to offer a 10 year warranty on workmanship, the original roof went 33 years with no warranty and possibly lesser quality materials. What I would like is the peace of mind I thought I would have gotten with the way one is lead to believe through advertising. Can  another repair be made to the leaking of the chimney?  I  could be prepared to check it again for you. As to the estimate /  propsal it says "includes replacing up to 2 sheets of plywood" none of the 3 sheets I say on the jobsite were used and I told the salesman that and was credited $60 dollars. I guess the installation of 2 sheets would have been free then?? I asked how the old holes from the roof vents would be filled in and was told by wood or metal. From inside the attic the hole has no wood filling it in and has a bluish grey color to it like underlayment paper. You can feel the roof deck has some give in that spot when you are stepping on it from above. From your price breakdown of the job it is very easy to see I was charged $1524.00 too much plus the labor not used with any plywood being used for vent holes or what have you. I will leave now in my Pinto still waiting for the delivery of the Cadillac I paid for.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Security Luebke has offered to entirely replace my roof at no cost to me and I have accepted their offer. 
Regards,
 
[redacted]

Thank you for your response and your continued willingness to resolve this issue. Let me address what appear to be the two remaining issues: 1) The chimney you claim is flashed wrong. It is not. It will not leak. It is now flashed properly and if it does leak, it is guaranteed and we will remedy it for free for the length of your warranty. If you would like me to visit you on site and explain this detail, I am happy to. 2) The cost, and your claim of being over-charged. You were not over-charged. The 15.4% that is remaining after you remove the costs form the sell price is "Profit and Overhead". Industry standards in this market is 20%. You were in fact undercharged. Your job resulted in no net profit to my company and did not result in enough gross profit to cover the standard we have for our basic operating expenses. We have nearly $2 Million in operating expenses, the largest of which is a $500,000 cost for proper insurance to protect you and your home from any accidents that may happen. Vehicle fuel, rent, advertising, office staff salaries... all are paid off that $1500 you claim to have been over charged. If we didn't charge that, we would not be around to service our clients for very long.Perhaps that is more information than you need, but I want to resolve this and I want you to have all the information necessary. As far as Security Luebke Roofing is concerned, your project is complete and your balance is now due. If you would like to meet with me on site to discuss the chimney or any other details, please let me know ([redacted], owner, cell: ###-###-####). Also, in consideration of the hassle this initially caused you, and in exchange for the removal of the negative review on Facebook and agreeing to cease any further negative reviews, I'm happy to issue a $500 credit on the account and extend the workmanship warranty from 5 years to 10 years. I look forward to hearing from you.

[redacted]'s statement of fact is uncontested, in that:1. We are the contractor of record in 2011.2. Her roof leaked in and around her chimney in January of 2013.3. We've been back twice to make repairs.Here is additional information from our records.1. The first report of leak was 1/14/2014...

presenting at the chimney and ceiling up stairs. Ourservice tech had limited options due to weather, so he removed ice and applied de-icingcompound. We did not charge [redacted] for that response.2. The next report was 8/18/14 in which [redacted] reported the roof was now leaking in "all weatherconditions."3. Our service tech arrived 8/20/2014. Discovered several conditions now visible.a. Collapsed or missing gutter screen. Not sure of cause.b. Discovered our chimney flashing was a problem caused by workmanship.c. Also looked in attic and discovered a bathroom exhaust vent improperly venting intoattic.4. 8/28/2014 we completely reflashed the chimney. We installed more ice and water shield,new shingles, new tins, and new counter flashing. We did not charge the customer.5. I followed up with [redacted] in early September to see if the roof continued to leak. [redacted]reported no problems.6. I called again on 10/8 2014 to inquire about the leak. She reported none.a. I also offered to replace all gutter screens at no charge. She declined our offer.b. Also, at that time I report that we had discovered an improperly vented bath vent in herattic that could cause water damage in her upstairs, especially in the winter time. Weencouraged to her to have others attend to this as it was not part of our contract in2011. We do not know if she took that action.7. Since our last communication 10/8/2014, we've had no more reports of problems.We have demonstrated a strong ethical response to each of her complaints. We remain readyto continue to honor our standard 5-yr warranty.

I am as anxious as you are to resolve this complaint. You have a completed roof, as contracted, with a workmanship warranty, yet you continue to claim you have a Pinto and not a Cadillac. You now have a Cadillac with a Cadillac warranty. I see you have also given us a negative review on Facebook. You claim to have been over charged, which is not true. In an effort to put this behind us and to compensate you for the hassle, I'm happy to extend to you a discount, but we would need to discuss in person and the negative online reviews and this claim with the Revdex.com needs to be removed/resolved. Please call me to discuss resolving this. [redacted] ###-###-####

Thank you for sharing your experience with me again [redacted]. I have attached a copy of your invoice and the lien waiver and the warranty. They have also been mailed to your home. I would like to address all of your questions and concerns at this time.Our accounting software does not give 'itemized'...

invoices, but I can share with you how your job breaks down financially: Materials $4,502, Payroll $3,466, Disposal $346.Security Luebke Roofing DID do your job. We subcontract some of our labor and that labor IS part of our company. We make sure that all subcontractors maintain our high level of quality standards. As we grow as a company (due to our reputation and history of standing behind our work) we will grow in two ways; by expanding our 'in-house' workforce and expanding our subcontractor network. Both happen slowly so we can maintain quality and limit mistakes. Mistakes happened on your job. Similar mistakes can and do happen whether the job is completed with our 'in-house' crews or our subcontractors. The value you get in hiring us is that we stand behind our workmanship. Security Luebke Roofing was contracted by you to replace the roof, and Security Luebke Roofing did replace the roof. When an error was discovered, we corrected it. The strength and longevity of a construction company is not in how many of its jobs are executed perfectly, but rather in how the company handles the inevitable mistakes that happen.Our largest failing with you was in communication. That falls on me. I am in the process of raising the bar here at Security Luebke with an emphasis on communication. I need my team to see that when an error does happen, that everyone involved sees the situation as an opportunity to impress, rather than go silent. Because of the failure in communication and the lack of confidence you have in our workmanship, I would like to extend to you an additional 5 years of Workmanship Warranty. I also want to give you my personal cell phone number so that you can call me if you have any further questions or concerns. ###-###-####

Our experience from the sales person, Mike, to the installer, Jeremiah, was very professional. The installation was precise and done very timely.

Review: I had my roof replaced by this company in 2011. The roof started leaking in 2013. The company has been back twice to fix this, but the roof is leaking again this year in the same place and now one additional place. Because it is leaking in multiple places, I now believe this is due to use of inferior products and/or inferior workmanship.Desired Settlement: I would like either a refund for what I paid for the roof or for the company to repair the roof so that it will not leak. As it is now leaking in multiple places, I believe the entire roof should be replaced. I would also like compensation to pay for repair of damage that the leak caused.

Business

Response:

[redacted]'s statement of fact is uncontested, in that:1. We are the contractor of record in 2011.2. Her roof leaked in and around her chimney in January of 2013.3. We've been back twice to make repairs.Here is additional information from our records.1. The first report of leak was 1/14/2014 presenting at the chimney and ceiling up stairs. Ourservice tech had limited options due to weather, so he removed ice and applied de-icingcompound. We did not charge [redacted] for that response.2. The next report was 8/18/14 in which [redacted] reported the roof was now leaking in "all weatherconditions."3. Our service tech arrived 8/20/2014. Discovered several conditions now visible.a. Collapsed or missing gutter screen. Not sure of cause.b. Discovered our chimney flashing was a problem caused by workmanship.c. Also looked in attic and discovered a bathroom exhaust vent improperly venting intoattic.4. 8/28/2014 we completely reflashed the chimney. We installed more ice and water shield,new shingles, new tins, and new counter flashing. We did not charge the customer.5. I followed up with [redacted] in early September to see if the roof continued to leak. [redacted]reported no problems.6. I called again on 10/8 2014 to inquire about the leak. She reported none.a. I also offered to replace all gutter screens at no charge. She declined our offer.b. Also, at that time I report that we had discovered an improperly vented bath vent in herattic that could cause water damage in her upstairs, especially in the winter time. Weencouraged to her to have others attend to this as it was not part of our contract in2011. We do not know if she took that action.7. Since our last communication 10/8/2014, we've had no more reports of problems.We have demonstrated a strong ethical response to each of her complaints. We remain readyto continue to honor our standard 5-yr warranty.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Security Luebke has offered to entirely replace my roof at no cost to me and I have accepted their offer.

Regards,