Chagrin After Chagrin
Definition of Chagrin: the feeling of Chagrin
The earliest problem that I had dealing with Eagle Construction was that although they promised that my roof would be done before winter, they kept delaying until January; but still assured me that winter installation would be no problem. The first inkling I had that anything was wrong with the installation was when a leak soaked a ceiling tile, which then fell onto my tenant's brand-new bed on January 29, 2004. Eagle's Operations Manager came out on February 3rd. While he was there he pointed out to me that the peaks of my main roof were not cut through, as they should have been in order to permit proper airflow. He also noticed that there was no sunlight from the soffit area as we peered down to the lowest edge of the low-slope area. He suggested that I pull the excess insulation away from the soffit vents in the room where the leak occurred. In doing so, I then discovered solid wood & a thin layer of ice where the soffit vent opening should have been. I realized that the soffit vents and the ridge vents were "only for show." I began thinking - "What other corners did they cut?"
I called the Operations Manager the next day; he promised that Eagle would make everything alright, but he also threatened not to finish the roof unless I made the next payment of $5733. You bet that I wrote that check; the roof was leaking into my tenant's bedroom.
For the next few weeks, I was busy working; but at the same time I was sick with worry that Eagle was being deceitful, and that the roof would continue to leak. I needed more information. I then set up a time with Professional Home Inspections for March 10th, the same day I scheduled Eagle's Operations Manager to come out again. Eagle called and cancelled.
Jim Salmon from Professional Home Inspections told me the roof was "atrocious," and it took over a week to get the written report. On March 29, I had another GAF Master Elite contractor inspect the roof. He discovered even more horrifying details. My worst fears were now confirmed. Both reports are available for viewing via "Appalling Roof".
On March 30th, Jim Salmon and I met with Eagle personnel. They stood out here in my front yard vowing to make everything right, that they would send a written proposal, and that they would be using their "A Team" to make all the necessary corrections. If you take a gander at that Re-work Offer (via the "Appalling Roof" link) there is no mention who would be doing the re-work. I questioned Eagle's Operations Manager about this, and was told that the same sub-contractor is going to do the rework. – NO, they won't!
I cannot trust Eagle. They have already broken ump-teen promises like: "In fact, our entire [roofing] crew is factory trained and certified"; "We do not employ 'unskilled' or 'spare-timers'; "We pull all the required building permits"; "Satisfaction Guaranteed or your money back"; and complete clean-up of site. These promises can all be seen on their website, EagleConstructionOnline.com.
Eagle doesn't get it - this type of work is inexcusable. I feel that they are abusing two unwritten policies.
- The first policy called "Right to Cure" or "Opportunity to Repair"
allows a contractor to come back and make repairs to the mistakes made the first time, but it's not even a law in NYS, yet. However, there are many contractors out there taking advantage of this common practice, thinking they can make repairs, but only if they get caught doing a sub-standard job. - As for the second policy, I was also told that Eagle knows that all they have to do is offer to make repairs, as long as it looks like a bona fide offer.
Now Eagle is attempting to treat the resulting impact on me as insignificant. Repeatedly saying, "We told her we would fix everything."
No homeowner should be subjected to the manipulation and deceit that I have received from Eagle and their sub-contractor, this abuse of their power. I feel it is my civic duty to do all I can to protect the community, thus this website.
On the subject of Satisfaction Guaranteed, there can be no satisfaction here. I can never do any more business with Eagle. I once trusted them – they have betrayed that trust. It is gone forever. {To this day, Eagle Construction still refuses to refund my money.}
I started searching for help:
- I contacted GAF Materials Corporation, the manufacturer, numerous times during the period March through May 2004. I told them about the poor-quality workmanship implemented by Eagle Construction, one of their "Master Elite" contractors. I practically begged them to come inspect my roof.
According to GAF's website, "Our promise: To assure your best and safest choice in roofing." Their website also tells me "Master Elite" contractors are my Safest Choice. They list reasons why I can trust a Master Elite contractor, and that the installation of my roof will be backed by GAF's financial clout as North America's largest roofing manufacturer. If you look at my experience, it's easy to deduce that these statements are meaningless. GAF says that they are unable to inspect the poor workmanship . . .
