Complaint Review: Hansons

A little over 3 years ago, we had Hansons put a new roof, siding, windows and gutters on our house to the tune of approximately $36,000.  Since having the work done, we have had roof leaks every winter (which we did not have with the old roof) and have had to have the come back and fix the siding as it falls off our house. 

I contacted them upon the first sign of leakage.  They sent the subcontractor out who's company did the original work (since Hansons really just sells the product and has subcontractors do the installation).  He came out several weeks later after all the snow was melted. 

He threw a hose on the roof and couldn't find a leak.  He said the roof was fine but it was leaking around an exhause pipe that goes through the roof and they don't do that work.  He told me that I would have to call someone else to come and fix the leak around the pipe. We then called someone else to come in and fix the leak around the pipe since Hansons doesn't do that type of work.  That person went into the attic and said he could see light coming in so he caulked it from the attic. 

Winter is here again and we have another leak so we called Hansons again.  I was told by the customer service person at Hansons that the leak is not the fault of the roof and that it is because of buildup of snow on the roof and was told that these leaks can be expected when you live in an environment with snow and ice buildup and has nothing to do with their roof.  Apparently, if you live in an environment with snow you shouldn't get one of their roofs as you can expect it will leak. 

We certainly weren't told this by the Hansons salesman that sold us the roof.  The customer service person stated that he would have a manager call me back but that I should be aware that since I had a different contractor come in to work on the leak around the pipe that I may have voided my Hansons warranty.  Mind you, their subcontractor that came out to assess the leak told me I had to call someone else to fix the leak around the pipe as that has nothing to do with the roof. 

To add insult to injury, when we had the work done originally by Hansons, we paid for an extra 'leak-proof' layer of high mil plastic which went on underneath the shingles. 

In the end, I'm left with a 40 year guaranteed roof that leaks, siding still falling off the house and I've received no call back from the Hansons manager that was supposed to contact me.  We are out $36,000 and may have to find another company to come in and tear off their roof and siding and have them replaced. 

We're not sure what other options we have other than taking them to court which may just end up costing us extra money and we could still end up having to pay to replace the roof and siding ourselves.  Since the manager is not calling me back, I filed a complaint here and with the Better Business Bureau as welll but don't expect any satifaction from Hansons at this point. 

I feel obligated to warn others about this as I hate to see them continuing to make loads of money taking advantage of people like me who can't afford to pay twice for a new roof and siding as it appears I will have to do.  It takes me the better part of a year to bring home that much cash and now I'm just out the money I've paid to Hansons.  It appears to me that their guarantee isn't worth the paper it's printed on.