However, trying to get follow up service now (2018) is frustrating as I can only contact the Auckland branch - no satisfactory response after 2 phone calls and online… enquiry other than to say message is passed on...Would recommend for roof resurface but could do much better in the communication department.
Lasting: Time will tell,
Im 2011 I got Solarchem roofing to diagnose a roof leak at my unit in Auckland. They called telling me they had found the cause of the leak and they were going to subcontract the roof leak repair out to D & L Plumbing. Solarchem roofing were also going to undertake a roof respray on the tiles on my roof
D… & L plumbing undertook the repairs based on the roof leak analysis provided by Solarchem roofing. Unfortunately the first time it rained ithere was no difference and I had already paid D & L Plumbing. Solarchem roofing carried out the respray of the tiles on the roof but the leak which they said was coming in from some internal guttering was still there...After the respray was carried out I refused to pay the money on the basis that the roof was still leaking. Peter from Solarchem roofing assuerd me that he would get the leak resolved if I paid the money. So in good faith I paid the money. What a foolish mistake that was. D & L plumbing came back to my house 3 times and sprayed water over my roof and then claimed that it wasn't a roof leak and wan't their problem!!!! They also said they carried out the repair that Sloarchem roofing told them to and thats all they had to do. I went back to Solarchem roofing and told them what had happened. They said they would sort it out. I never heard back. Tried to contact them several times. Never heard back... About 6 months ago 2.5 years after the so called repair Solarchem roofing contacted me trying to get more work based on the wonderful job trhey did fixing my roof leak and respraying my roof. I told them the leak was still there and after the $3800 I spent getting it fixed I haven't been able to raise the money to get it fixed. The lady on the phone said that was disgusting and she would sort it out. 3 weeks went by I never heard back....At this point I was a tad angry so I got on the Solarchem website and threatened court action. Peter from Solarchem roofing called me and I also spoke to D $& L plumbing they just pointed the finger at each other saying it was the other guys fault with nobody accepting responsibilty for the fact that I had spent nearly 4 grand and my roof was still leaking. It got quite heated with Peter and he hung up on me. This is how they treat their cusomers!!...after that the CEO from Solarchem roofing contacted me and said he would make sure it got sorted out.... He came to my house and had a look within the next 2 days and said he would get back to me and gave me his business card.... A couple weeks went by and I phoned him asking him when he would come sort it out. He said he was a bit busy but he would get onto it after he sorted some rain damaged houses. It has been months now and I have never heard backI have today got another roofing comapny to diagnose the roof leak and the issue was glaringly obvious making me even more frustarted but its going to cost me more mony to fix
I engaged Solar Chem to repair, resurface and paint my roof in October.All appeared to be fine initially. Because there was a leak, two lads were sent promptly. During their survey/repair one of the lads told me there was also a problem with the tiles around the overflow pipe (this was not the cause or location of… the leak, just something they had seen) and that they ‘would try and fix it’ I really did not think much more about this at that time.Repair complete, the next lad (also very pleasant) was dispatched to water blast the roof. He did say some water might come into the roof space/house due to high water pressure. Sure enough, the ‘air vent’ in the hall way had some leakage, but not problems or issues there.A couple of days later, I went to the linen cupboard to find most of the linen and blankets damp. As the overflow pipe runs from the hot water, though the linen cupboard and then through the roof space out onto the roof, my instant though/assumption was this was because of the high pressure water blasting and as indicated, some water had seeped back in. I duly washed and dried all linen, aired/dried out the cupboard.We were then struck with the 3 weeks of rain which impeded the start of the next stage. During this time of heavy rain, I could still hear water dripping onto my ceiling. I emailed Jason (along with my signed receipt and payment for the next stage work) on the 9th October querying the dripping. As I heard nothing back, on the 21st October I emailed asking when they would commence work. On the 29th October, again I asked about the continued dripping on the ceiling. I never did get a response to my query.The work was completed on the roof. I was invoiced again. Upon going back to say all my invoices had been paid, there was no contact or acknowledgment/apology for re invoicing. You are just on an automated system, with no name or contact number. If only that was where it all stopped. I was then away for about 10 days and on going back in to the linen cupboard, I found the linen not damp, but wet through and now mouldy. Water was running back down the overflow pipe. There was not anything I could do at this point to save the linen, in particular the now mouldy duck down duvet. On calling Jason, from the first contact he was dismissive of any issue. On the 10th December Jason sent someone around to seal around the pipe. There was no follow up contact, no discussion, nothing.I do understand the problem of the overflow pipe and why a pipe overflows and yes, this a plumbing issue, however there were no problems with leakage at all prior to Solar Chem ‘trying to fix’ the tiles around the pipe.I followed up on the 17th December to say I was disappointed with the lack of follow up and I was pricing the linen damage. Jason’s reply was “this issue was most likely caused by high winds” and “You best option is to claim on Insurance for storm damage”Why should I claim on my insurance, pay the excess and loose my no claims bonus for something Solar Chem did?! Clearly, this is Solar Chem’s standard ‘get out’ clause. I strongly disputed Solar Chem’s explanation upon Jason said he would speak with the owner; this was on the 18th December. On the 22nd December I followed up, to this day I have never heard from Jason. In order to speak to SOMEONE, I called the 0800 number on the 24th December. I got through to the message service. Fair enough, it is the 24th December, like everyone, I had a million other things to be doing Christmas Eve, but as no one was communicating with me, there was little option other than to call. The operator was very concerned there was a customer complaint as said she would send the message through to Steve the owner straight away. Steve did call me shortly thereafter. Unfortunately, I missed his call and had to call back (via the operator) about 15 minutes later. Again to this day (7th January), I have not heard from Steve. Clearly the path this company is taking is to completely ignore a situation and they are in no way remotely interested in dissatisfied customers. As the owner of a company you would want to speak to a customer that has a complaint?!? No.On the letter that goes out with your quote, they say 'Should there be any questions relating to your Maintenance Warranty or matters concerning service, please do not hesitate to contact us. We do care about your customer satisfaction, and take great pride in our good name, so let me say again, do not hesitate to give us a call if we can be of any service at any time' Clearly this is not worth the paper it is written on.Oh and lets’ finish this off by this week sending me (yes, automated again) a customer satisfaction survey…! I suspect not worth the paper that is written on either!
I am so pleased with my new roof. Under appalling weather it was completed in time and every procedure was followed up. One tradesman even came on his day off, just to check all was well with the weather etc. I was very impressed. The price very competitive and I would highly recommend these people.
Professional Woprkmanship at all Stages of the Job
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