Complaint Review: Factory Direct Installations

I filed this report with the local BBB, here are some points from it. I will soon have pictures of the damage caused to add to this report so check back!

I called Factory Direct Installations from a brochure campagin in my neighborhood while I was doing a major interior renovation and addition to my home. We had no roofing problems at the time, but we were considering doing the Metal Shingle Roof system they advertised to prevent maintenance problems in our retirement years. We were told that in return for being given a "Factory Direct Price" our home would be used in their advertisments in the future, but we had to sign papers stating that we would not divulge the price. After the salesman came out and "Sold Us" on the roof, we began to rethink the decision to go into this type of debt. It would require us to get financing to do the job. I called their sales rep and voiced my concerns with him. He assured me that FD would secure the financing to do the job. I let him know that I was concerned with the interest rate that they would secure before I commited to the loan. He gave me his reassurance that it would not be a problem that they had done this many times and would be able to get me a decent rate on the job.

The very next day after this phone call FD crews showed up at my house to install the new roof. I still did not have permanent financing for the project! The company had not even called me to let me know that they would be starting on my roof, they just showed up @ 7:00 AM. The only way I knew they were there was I heard someone walking on the roof. I called the company again to voice my concerns about the financing of the job & that I could not afford this project with out it.

The salesman came out & informed me that he had been able to secure a source of financing but that the company would not go the total cost ($18,600.00). Thus FD consented to finance the rest of the job, $3,600.00! When I inquired of the rate of interest I was shocked! 11.72% on the $15,000 & 10% on the $3,600, thus costing me a total in interest $11,554.20! I told the sales rep. that this is not what I had been represented and that we did not want to continue with the job. To please have his men remove the overlay from my existing roof and leave my property. At that point I was informed that I had exceeded the 3 day cancellation clause of the contract and even if I wanted to cancel the job I still owed FD the the $18,600.00! My husband and I were beside ourselves but didn't know we had any options at that point. So re resolved ourselves to the exorbinate debt with the consolation that at least our home would have a Roof, Soffit, Fascia & gutters that would out last us. Once the job was completed we signed their paperwork stating we were pleased with the work & off they went. This occured in 2002.

Early this year (Jan 2005) after several hurricanes and tropical storms have passed our way, my roof began to leak. I called FD to have someone come look at it. I never received a phone call back. I assumed that this was due to my having to file bankrupcey after my husbands untimely death at the beginning of 2003. So I pursued attempting to caulk the leak myself since I thought my warranty would not be honored. This stopped it for a while but it came back. I discovered it again in May 2005. It had gone undetected for awhile because it ran down a rafter to the exterior walls and leaked into there. It was only after a severe storm that I entered my den and noticed the water dripping from the sheetrock ceiling. The leak had built up water in the insulation and then soaked the ceiling enough for me to finally see that the leak was still present. Upon reading their gaurantee, I discovered that I still had a warranty with FD, so I called them out. I called FD on 5/22/05 they returned my call on 5/26/05 to tell me that they would have a technician call me to schedule an appointment to look at the problem. By 6/11/05 I still had not been called or had anyone show up to look @ my roof. When they finally did show up it was just as before, No appointment, just showed up and started to get on my roof!

Their tech came in and took pictures of the interior damage and then went on my roof after 1.5 hours he came down to inform me that the leak was due to a lint trap on the roof that they had installed. He took the cap off cleaned it out and reconfigured it so that the lint would not build up and water would not be able to absorb in it if it did, thus causing the leak. (When FD put the roof on, I was remodeling the inside of home, this caused me to vent the dryer thru the roof. My contractor ran the line to the attic but refused to cut a hole in the roof, FD did the cutting and connected the line to their vent.) We went several weeks w/o rain but as soon as it did the leak was back.

I called FD on 7/1/05 & left a msg. that the roof was leaking, NO CALL BACK. I called 2 other times in July wk of 7/4 & 7/12, I spoke with 2 representatives of the company. Both assured me that my problem was being addressed and that someone would be out to fix it. I called on 7/18/05 & 7/25/05 to this date no one has called me back and no one has shown up to fix my roof!

I am unable to use that section of my house, due to the rain, & mold! I have lost my entertainment center and now all the furnishings in that room due to the moisture. I can't repair the wall damage because the roof still leaks!

BEWARE of FACTORY DIRECT INSTALLATIONS they are not a reputable company!

Tammy
Marrero, Louisiana
U.S.A.

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