This client contracted GRS to strip off their existing shingle roofing system, apply an ice and water membrane, then re-shingle the system on their home. GRS carried out the work and later returned to address a leak in another part of the roof.
Correspondence: March 28 - April 17, 2014
Not all of GRS' work orders are discussed in a single back-and-forth, and some can take several weeks to negotiate all of the fine details involved in each and every project. The below correspondence outlines the care that GRS provides to each of our clients to ensure that they are entirely comfortable with the project outline, quoted costs, and scheduling. It's been lightly edited to remove personal and financial details, but remains otherwise intact. The first few emails (omitted below) were introductory emails consisting primarily of contact details and a brief client-provided summary of the problem they would like addressed.
Good morning [Client],
It seems the root of the issue is ventilation. Improper ventilation is causing condensation which allows for ice damming, buildup in gutters, and backup under the roof sheathing to cause leaks and damage to your shingles.
The only effective solution is to replace the roof's shingles, apply an ice shield membrane to the sheathing (before the shingles are reapplied), and add roof vents at the ridge.
For your size of roof, it would cost between [price range]. The difference between [upper and lower limits] being specifically what shingles were chosen. Being that you can't really see the shingles from the street, you could go with a standard shingle such as Owens Corning Duration with the ice and water shield membrane and additional venting for [lower limit cost].
Unfortunately that is the best we can do, repairs simply won't address what is causing the issue.
If you have any questions or would like to discuss this further call anytime or reply on email and I'll assist any way I can.
Thanks again for your consideration!
Correspondence: April 8, 2014
[Project Manager], good morning!
I was just wondering if you might be able and willing to let me know whether or not you might be interested in re-doing my roof. It is ok if this is too small of a job for you, I would just like to know so I can plan accordingly. Could you let me know?
Thank you. - [Client]
Correspondence: April 9, 2014
Sure, of course we would like to do it!
Did you want me to get a work order processed and out to you on email? Once received back I can book the work!
April 10, 2014
Good morning [Client],
I've notified our admin to prepare a work order for you.
You can expect it in your email sometime before Monday noon and upon receipt of your executed copy I will have the work started and completed within ten days.
Correspondence: April 14, 2014
Attached is a copy of the work order for shingle replacement. If you could please initial and fill out areas that are highlighted in red and return a copy to this email address or fax to [now-retired fax number]. Once I receive a copy back I will notify scheduling so they can get the materials ordered and from there we will inform you of a start date.
April 17, 2014
Good morning [GRS Admin and Project Manager],
Please find attached the signed contract with financial information, as requested. The contract does not seem to mention adding roof vents[sic] at the ridge, which I suspect would be as important to solve the ventilation issue as applying an ice shield membrane to the sheathing that [Project Manager] mentioned. Is this a problem, or are emails part of the contract as well?
[Admin] and [Project Manager], when the roof work is being done, would you be able and willing to also replace the chimney cap, as per the report of the house inspector? I can definitely hear rain falling right into the chimney sometimes, so I wonder if the whole metal thing should be replaced as well? I do understand there would be an extra charge for that.
Would you be able and willing to let me know when you think this work might be done? Thank you.
Correspondence: April 17, 2014
Yes the ice and water and vents are included, and I have attached that too the work order. Emails are part of the contract so no worries that will be done and included in the price.
As far as chimney, I will have project management add that to the scope of work and there will be a charge for an extra. Until the crew is on the roof and we have established exactly what needs to be done, we can't get you a price. Once they are up there and it is established we will let you know the extra cost and have you authorize it.
Project Management will notify you of the scheduled date once they have materials and crews organized. I will send them the go ahead right away.
I hope that answers your questions! Have a great day!
Roof Report: April 22, 2014
The GRS crew attending to this site arrived for work and began tearing off the shingles from the entire roof system after they'd loaded the roof with supplies. All of the shingles were removed, and the entire roof was covered with the ice and water membrane. During the process, they discovered that half of the roof (one entire side) had originally been outfitted with 2" fibre board and will need to have the shingles affixed by hand-nailing so as not to damage it.
Service Update: April 25, 2014
We sent word to the client to let them know that the best thing for shingle installation is dry, sunny weather that assist with the shingles' adhesive strip. The current weather was not being accommodating, so it was GRS' hope that early in the following week the sun would be out and the shingle installation would proceed as planned to the quality standard set forth in the company's promise of workmanship guarantee. The client was informed of the technicians' intent, and was advised that they'd be kept abreast of any changes to come around.
They responded to the email, raising concerns over the exposed ice and water membrane and the rain that it's been exposed to over the previous few days.
The project manager handling this site responded in turn, putting their mind at ease by informing them that the membrane is rated for six months of exposure, and is, of course, designed to resist water of all forms (including rain). There would be no problems in waiting some time for the weather problem to resolve itself, altogether helping secure a better shingle install by allowing the shingles the best possible environment to affix themselves.
The technicians made their way out shortly after when the sun was out and the shingles could be properly installed. (Roof report unavailable
Service Follow-Up: June 4, 2014
The client emailed us in the early evening to inform that their roof had indeed leaked once again, reportedly much worse than the issue had been before the shingle system replacement. They sent along a few photos of the drywall ceiling that they'd cut out to examine the source of the leak (attached below). Twenty minutes later, we confirmed that there was a dispatch out to their house the following morning to carry out a full inspection for the root cause of the problem.
Roof Report: June 18, 2014
The technician went on-site to investigate the problems found in the roof, meeting with the client's associate as the client themselves were not available. After looking in the section of the ceiling that the client had removed, the technician went onto the roof and couldn't find any fault areas where water might leak into the building.
Investigating in a wider area, they checked the area where the two townhouses join; covered by ridge capping. The side of the ridge cap along the client's roof was to be caulked as it was the most likely faulty part. Access to the attic is limited, so the caulking was done and should be all that was required to solve the troubles.
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