Penfolds installed our new Ecoroof Rubber Roof in 2007. We took out a $28,000 loan to do this. The company strongly promoted the long-term viability of this product, which carried a 50-year manufacturer’s warranty. Initial problems and leaks around our chimney were satisfactorily addressed. However, over the following 11 years, we have been plagued by five (5) major roof leaks in a number of places. Last year, just prior to the expiration of the 10-year workmanship warranty, we suffered another major leak. A workman from the company misdiagnosed (intentionally, perhaps?) the problem as a tiny bit of debris that had found its way between the tiles. Surely, by 2017, Penfolds must have been well aware of the problems plaguing Ecoroofs of this vintage! The saga continues. A few weeks ago, we experienced another major leak (the worst of any leaks to date). The next day, a helpful Penfolds rep installed a tarp over the area of the leak and informed us that the rubber tiles that the company used in 2007 were subject to significant shrinkage and deformation over time! Finally, we had an explanation for our history of recurrent leaking! No wonder our attic shows signs of water damage in countless places. We subsequently requested an opinion from an independent roofer, and his assessment agreed with that of the Penfolds rep: major shrinkage and deformation of the rubber tiles, and in many locations, poor placement of nails – all adding up to an unpredictable leaky roof.
Over the next few days, the Penfolds tarp blew off, and the forecast was for more rain. We asked the company to reinstall the tarp and provide us with better roof coverage, given the unpredictability of the next places that are likely to leak (we provided the workman with 2 of our own tarps for this purpose, which he diligently installed). Two weeks ago, we phoned Penfolds and spoke with Stephane. He told us that the matter had been handed to a production manager, who was in contact with the manufacturer of this totally unacceptable Ecoroof product. Since then, we have heard nothing more. This week, on 2 occasions, we called Penfolds, to receive an update on our file, but our calls were not returned. To say that we are disappointed in Penfolds is an understatement.
Update 2 ½ months later: Several weeks ago, Penfolds and the manufacturer of the rubber tiles came to inspect the defective rubber tiles on our roof. Although the manufacturer proposed replacing the south-facing side of the roof only (because up to that time, all the leaks occurred on that side), Shaun at Penfolds insisted that the entire roof be replaced under the warranty, at no cost to us. That is exactly what they did! The roof is now completely finished. The work crew, led by a kind and friendly man named George, worked incredibly hard in spite of the uncomfortably hot weather and left the yard clean and tidy. We are thrilled with our new roof, and thank Penfolds for their understanding and perseverance. Follow-up rating: 10/10. Thank you!
Signed: Not Leaking in Langley
