COMPLAINT: Liz Telfer, Portland, Ore.

"Pioneer Roofers Inc. had installed the roof six years earlier, and it was supposed to have a 50-year life span with a 10-year guarantee.

"A man told me the materials on the two ridge vents had warped and were leaking. The owner told me that the ridge vent shingles were not included in that guarantee.

"He bought a box of new ridge vent shingles and did a repair on both damaged vents. He tore off the old shingles and took them away, so now I have no way of referencing them for the damage.

"He installed the new shingles but did so incorrectly. He did the direction change from the end of the vent rather than in the middle. I have requested that he fix this so that the ridge shingles are installed properly and look better.

"I wondered if it was even a sound repair. I called another roofing company to inspect the repair. They said the repair is structurally sound and will keep the rain out, but it is not done aesthetically.

"Pioneer used only a fourth of the box of shingles, leaving the rest with me, so I suspect I am being charged for the entire box. I never received an itemized bill. They are asking me to pay $523.

"I will gladly pay Pioneer, but would like to know what I am paying for. They have not responded my e-mails or phone calls. I prefer they respond in writing, because I would like to have a record of what they say."

DESIRED RESOLUTION: "Please answer my questions, and reinstall the shingles that face the wrong way. I would like a reasonable guarantee on these new shingles and on their installation, so that I can feel secure about my roof."

STATUS: Penalty Box