Complaint Review: Penfolds Roofing Inc. - Vancouver British Columbia

 The result of my Penfolds installed Ziplok metal roof: Unsatisfactory installation and service (leaks, rust, improper use of flashing and caulking); Misleading advertising; Non-delivery of negotiated merchandise (snow stops, vent savers, etc as per our Better Business Bureau negotiation); Unfulfilled written contract (did not design specifically for our home resulting in $28000 damages to home). Penfolds continues to deceive customers.  Penfolds does not negotiate in an ethical and honest manner.  I have lost my trust in their sincerity, honesty, and integrity.

I'm not sure if Ken Mayhew has been misinformed about this case but I can not believe all the lies and deceptive words Penfolds continues to spread.

1) A new roof that leaks and ruins interior walls of your home during the first rain fall is not perfect in this customers mind. Ken Mayhew says everything was perfect. Do you think Penfolds heard from me before 9 years passed?

2) Penfolds quoted $4935.00 to install snow stops, and then after months of BBB negotiation they said they will supply snow stops for our home at no cost to the customer. This sounds good. A normal person might think Penfolds would do what they said. But then, within their release, they limited the cost of snow stops to $250 (This was one of their deceptions.)

3)After almost one full year of BBB negotiations and broken promises, Penfolds said they would participate in a binding arbitration hearing. Months later, as this hearing was to start, Penfolds legal consul stated the Arbitrator did not have jurisdiction to hear the case and then they left. The BBB do not recommend legal consul be invited to these hearings. The BBB did not refuse to hear my complaints (the BBB encouraged them). The BBB are still in the process of reviewing this case. (I believe Penfolds should not be allowed to be a BBB member.)

4) $20000 was never a demand the Arbitrator tried to explain this to them. I guess Penfolds didn't hear him or didn't read his report?

5)Since the arbitration hearing (the one that they would not participate in), I have not seen or heard from them. I wonder how they were trying to satisfy me come to a mutually agreeable solution, if they haven't contacted me? I would like to come to a reasonable resolution. This seems unlikely considering Penfolds past performance.

I do not appreciate Penfolds (Ken Mayhew) response/comments that infer I am not telling the truth I can prove/document everything I claim and I have many other facts I can/will share with Penfolds potential customers. I suggest customers' ask Penfolds about this case. I also give permission for Penfolds Roofing Inc. to release my contact information as a reference to their poor customer relations/workmanship.

This complaint relates to an installation our company did way back in 2001, some 9 years ago. We had not heard from this customer until 2009. At this time we were called to attend to internal gutters that had come off as a result of an abnormal snowfall. Our company did not install this gutter system. As a token of good customer care we offered to supply snow stop materials for this roof which was requested by this customer and we agreed to. Prior to sending the materials we submitted a Release document for signature. This was signed by the customer but he then decided to attach an annexure with further demands that we considered unreasonable. He then submitted a complaint to the BBB and agreed to binding arbitration. When we got into this hearing the demand had once again grown from about $250 on the original agreement to about $20,000 in the hearing. The BBB threw the case out. Since then we have tried to satisfy this customer but we have not been successful. Once again we are offering to try and come to a mutually agreeable solution with this customer.
Any person who wants to check our our references should go to any of the other unsolicited published reference web sites like www.HomeStars.com

When I purchased a Penfolds roofing system designed specifically for our home, I expected it to be installed as per Penfolds Roofing Inc advertising, contract, and would be installed to meet or exceed building codes and best practices. What I got was a roofing system that would leak (more than once), that would start to rust in a short period of time, and that would cause extensive damage to our home ($28000).

When I had problems with this new roofing system, I thought Penfolds would stand behind their roofing service and repair defects and costly roofing mistakes. I thought Penfolds would meet or exceed building codes and best practice roofing standards to stringent installation guidelines. They did not. When our home was significantly damaged as a result of our Penfolds roofing system, Penfolds didn't even care.

I am a trustful person and was raised not to screw people. When Penfolds and I were negotiating terms to settle our roofing problems via the Better Business Bureau, I offered to settle for very little cost to Penfolds. I offered to do some work myself. I thought Penfolds and I were negotiating in an ethical and honest manner. I did not believe Penfolds would be dishonest and deceitful. Apparently I was mistaken. As I held up my part of our agreement, Penfolds did not. Because Penfolds did not follow up on their part of this agreement, I have lost my trust in their sincerity, honesty, and integrity.

I believe Penfolds, with their vast roofing experience, knew that damage would likely occur.  I have talked with new Penfolds customers and now know Penfolds continues to deceive their customers. Penfolds stopped communication with me and the BBB.  Be careful with the BBB rating as they aren't as good as rated - also check into the many court cases of their dissatisfied customers.

The result of Penfolds roof:

Unsatisfactory installation and service (several leaks, rust, improper use of flashing and caulking)

Misleading advertising

Non-delivery of negotiated merchandise (snow stops, vent savers, etc as per our BBB negotiation)

Unfulfilled written contract (did not design specifically for our home resulting in damaged home)