‘This isn't right’: Lehigh Acres woman stuck with deteriorating roof after manufacturer goes silent on warranty

LEHIGH ACRES, Fla. (WINK) — A Lehigh Acres homeowner says the roof installed on her home after Hurricane Irma is deteriorating after six years — and despite being told it would be replaced, she's still waiting.

Ronda Bernarding says pieces of her Roser stone-coated steel roof have been clogging gutters, collecting on her lanai and spreading across her property for years.

"The mess is unlivable," Bernarding said. "It's a mess."

Bernarding says the roof was installed in 2020 after Hurricane Irma damaged her previous roof.

"I need my de facto roof replaced," she said. "I've had it on for six years now."

A WINK News drone captured exposed metal on portions of the roof.

"I got my heart and soul in this house," Bernarding said. "I don't want to see one more piece of granular grit anywhere on my property. I am sick of the mess it has made for six years in my yard, my lanai, on my furniture."

According to Bernarding, a representative from Roser, the manufacturer of the roofing material, inspected her home in May last year, took photographs and collected a roof sample.

In August, she says she received an email from Roser's warranty team, asking whether she wanted a replacement roof installed in October or November 2025.

She chose November but the replacement never came.

"This isn't right," Bernarding said. "It's not right."

Seeking answers, Bernarding contacted WINK Investigates.

WINK Investigates emailed Roser, which is based in South Korea, multiple times requesting an interview, statement and update on Bernarding's claim. The company did not respond.

However, Steelhide Building Materials, the distributor, did respond.

In a statement to WINK Investigates, a representative with Steelhide said Roser determined Bernarding's roof issues were caused by weather exposure but stated Roser did not send anyone to inspect the roof in person before reaching that conclusion.

"Roser did not send any technical inspectors from the Roser factory in Korea to look at the roof," a Steelhide representative said in-part in an email. "Roser did not send an independent roof inspection agency to look at the roof either."

According to Steelhide, Roser's determination was made by reviewing photographs of the roof.

Bernarding questions that conclusion.

"How do you tell me that only my house, my roof got damaged, and no one else's did with their Roser product," she said, pointing out many of her neighbors who also have Roser roofs.

Steelhide also told WINK Investigates it does not believe the issue is related to the roof's installation.

"Because there are no complaints regarding roof leakage or other structural issues, we believe that the complaint is related to the performance of the product itself, not the installation," a company spokesperson said in-part in an email.

The distributor further stated Roser verbally informed the company that Bernarding's roof would be replaced.

"Our office was told verbally that her roof would be replaced by the Roser factory in Korea," a Steelhide representative said in-part in an email.

Steelhide says it is still waiting for Roser to provide the money needed to fund that replacement.

WINK Investigates obtained the warranty for the roof, which is covered by what Roser calls a 'Lifetime Limited Warranty.'

The warranty defines the life of the roof as 50 years and covers certain manufacturing defects, including leaks, hail damage, and wind uplift. The warranty excludes damage caused by hurricanes, violent storms, and other weather-related events.

"Some shedding of roofing granules can be expected in the first few months after installation," the warranty cites.

Bernarding says what is happening to her roof goes far beyond that.

Steelhide said it has stopped selling Roser products while claims remain unresolved.

"Due to the lack of response from the factory so far, we have currently halted the sale of Roser products until we feel that claims are being addressed in a manner that we consider satisfactory," a company spokesperson said in-part in an email.

Bernarding said the longer she has to wait, the longer the problem lingers right above her head.

"Their product is all over this area," she said. "If they can't take care of the few homeowners that had the issue, go out of business. Stand behind your product. What good are you?"

Bernarding says she is now considering legal action while continuing to seek a replacement roof.

WINK Investigates is closely monitoring the matter and will provide updates as we learn more.

If you have a story you want WINK Investigates to dig into, email us at winkinvestigates@winknews.com or call our tip line at (239)-344-5074.