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Roofing Wrangle 
Reporter: Sandra Kailahi

Richmond and Louise Stowers bought a home two years ago and decided to renovate it starting with the roof. At the time there was one leak by the flue inside the lounge. 

They decided to go with Modern Roof Restoration Auckland (2004) Ltd after the company cold called the couple. The Stowers said the company told them they would sterilise, waterblast, remove dents, renail, re-chip and colour coat their roof. The job would take 2 days and cost $5100. They would also get a 7 year warranty.

But Louise said the work was done in 6 hours and the company did not touch the back extension. Modern Roof Restoration Auckland (2004) Ltd told the couple the roof didn't need re-chipping so the final bill was reduced to $4500.

After the next heavy rain, Richmond Stowers said the original leak by the flue got worse and then the couple started noticing 4 other leaks throughout the house. 

They said it got so bad, the couple turned their lounge into a bedroom. It was the driest room in the house.

Louise contacted Andrew Settre of Modern Roof Restoration Auckland (2004) Ltd to try and sort out the problems. She says Andrew did visited the house, but then they heard nothing.   That's when Louise decided to call in a moisture specialist, Dave MacDonald from Drybuild Infrared Solutions. He showed the Stowers the level of moisture in the walls and ceiling using an infrared camera. 

Louise said she tried to contact Andrew Settre but still had no luck. That was until Fair Go was called in.

In 2002, Dawn and Bruce Willcox paid Modern Roof Restoration, $5000 to waterblast, repair cracked tiles, repoint, reseal and repaint their roof. They got a 6 year warranty. At the time everything looked fine. After the first year, Bruce said the paint was peeling. He said it got worse the following year.

In the meantime, the company changed hands and names in 2004. It became Modern Roof Restoration Auckland (2004) Ltd and got a new Director, Andrew Settre but one thing that didn't change was the warranty. The new company picked it up and the Willcox's thought they had good reason to use it.

The paint on their roof was now peeling in different places, there were cracked tiles and cracked mortar and paint on some of the tiles were leaching.

Bruce spoke with the new company about the problems and Andrew Settre paid them a visit. He agreed there was some remedial work needed but nothing else happened. The couple kept trying to contact Andrew Settre but weren't getting anywhere. That's until Fair Go got involved.

Andrew Settre says Modern Roof Restoration Auckland (2004) Ltd has serviced over 5000 clients who are happy with the work the company has done for them. He says there are issues relating to both complainants but has confirmed his company will work to rectifying the problems.

We think Modern Roof Restoration Auckland (2004) Ltd should have communicated a lot more with both the Stowers and Willcox's. Communication is key to running a good business.

The Roofing Association of New Zealand had this advice about getting a roof restored:-

-  Get quotes from 3 reputable companies

-  When approached by door-to-door salespeople never pay a deposit in 'cash'. If requested to do so warning bells should go up - reputable companies would not deal in cash.

-  Do not be coerced into signing a contract on the spot.

-  The Association warns the elderly to consult their family about a firm's reputation

-  The Association said, naturally,  people should use it members

Wayward Wetsuits
Reporter:  Natalie Crook

Neil Harrison manages a river surfing business in Queenstown, where he gives tourists and adrenaline seekers the chance to surf the rapids of the Kawerau River. 

Last November, Neil said he lost a carton of wetsuits when they went on their own safari, thanks to a courier company.

Neil paid New Zealand Couriers $12 to send the wetsuits from Queenstown to a wetsuit manufacturer in Mt Maunganui called Bodyline. The box contained two new suits, worth around $600 each, that Neil was returning for a refund,  and three wetsuits that needed repair. 

Neil said it normally took about six to eight weeks for Bodyline to repair the wetsuits, so he was not expecting them back for one or two months.

Two months later, instead of getting back the repaired wetsuits, Neil got a bill from Bodyline for the new suits that he had sent back to Mt Maunganui with New Zealand Couriers.

Neil called Bodyline and explained to them he had already sent back the new wetsuits, along with the ones needing repair. Bodyline told Neil they had never received any of them.

Neil called New Zealand Couriers to find out what happened to them.  He said the courier told him they had a record of the wetsuits being picked up, but no record of delivery and that they had gone missing.

Neil was told he was not able to lodge a claim for the missing wetsuits because it was after New Zealand Couriers' standard claim period of 14 days. The company said this information was listed in their conditions of carriage. Neil said he was never given any conditions of carriage. When he went back to the Queenstown agent for New Zealand Couriers to ask for a copy, they never had any available.

New Zealand Couriers admitted correct procedures were not followed, and Neil should have been given a copy of the conditions. They did not have an explanation for the missing wetsuits.

The company said their drivers pick up and deliver thousands of packages each day. In a small number of cases, packages may be lost or final delivery can not be proved. New Zealand Couriers said this was why they had a claims system in place.

Under the Carriage of Goods Act, a courier was liable for the goods until they were delivered unless the goods were couriered at "owners risk". Couriers can not impose their own time limit for notifying a loss when goods had been lost. However, the law said you only have a year to file a claim.

By law, New Zealand Couriers was responsible for Neil's loss and should provide compensation, regardless of their 14 day 'deadline'.

Since Fair Go got involved, New Zealand Couriers reviewed Neil's claim, and paid him $1450 compensation.

Tip: If you use a courier to send a parcel, request a signature at the other end.  This will ensure your valuable parcel does not get left on a doorstep or in a letterbox at the other end. 

New Zealand Couriers said you could track the journey of your parcel via the internet, on their website.

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