Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had Interlock re-roof our house about * *** years ago. They have had to return a few times to address issues, with one being that the super vents they installed were inadequate for our ventilation and subsequently ruined the ceiling in our master bedroom. We also discovered that since they replaced the roof over the garage and boot room, there was water pooling in the vapour barrier in the boot room ceiling we were renovating. They came and checked it out, told us that they couldnt find a leak and that we could proceed with renovations. Come spring of 2024, the now renovated boot room ceiling started leaking, ruining the drywall and destroying a ceiling light. I have been calling to have them come investigate since May ** 2024. I managed to actually talk to someone once that said I was on a list and they would get back to me. It is now October with no contact from them, and no resolution to the roof that is leaking. It was not leaking before they installed the roof

  

  Business Response

  Date: 07/10/2024

  We will be returning to the job site on October ***, 2024 to see what can be done to help the customer. 

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased an interlock ****** years ago with a ** year warranty. Weve had water coming into our ensuite bathroom from our roof since March 2022, but only during the spring melt. I was in contact with interlock, and they were supposed to come out & assess. I kind of forgot about it in 2022, and they never followed up. Fast forward to March 2023, and the issue starts again. Ive been in contact with interlock almost weekly since March. They did finally come out to look in October 2023, and tried to tell me the issue is condensation from using the shower in the bathroom. I have not used that shower since we bought our house ** years ago. I was promised a report back in October, and still have not received anything. Ive been emailing with no response. I need someones help pushing this issue further. The main reason we paid almost double for a roof to be installed in the beginning is because of the warranty provided. I have proof of all emails that have been sent between us over the months. Id really appreciate someones help in rectifying this issue. Thank you.

  

  Business Response

  Date: 08/01/2024

  Dear BBB,

  We visited this customer, free of charge, in October of 2023 to diagnose the issue that they described.

  What we found is inadequate ventilation with limited attic space.

  This customer is experiencing condensation issues which can take several years to present themselves.

  Unless the customer is prepared to change the roof line there is nothing that we can do to assist.

   

  Kind Regards,

  ***********************

• Initial Complaint

  Date:21/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Interlock install a metal roof back in **** and this summer ( August,2023) there was a rain storm and the rain leaked into my house through the roof. I sent an email to their ******** Services and also contacted them by phone on August **, 2023. I recieved a call from one of their support people in early Sept. indicating it would be 2-3 weeks before someone could come out and look at my roof and since then the only communication i have had with Interlock is when I have called them. On Nov * I talked to their ******** Service person and asked her to have her manager contact me with an action plan as to when/how they will come out and fix my roof and as of today (Nov. **) no one from Interlock has contacted me.Any assistance you can provide to get my issue solved would be appreciated.

  Customer Answer

  Date: 21/11/2023

  Please let me know if you require any other info

  

  Business Response

  Date: 23/11/2023

  Dear BBB,

  We are attending the residence of ****************** on November ****, 2023 to assess and potentially resolve the homeowners issue.

   

  Thanks.

  Customer Answer

  Date: 24/11/2023

   
  Complaint: ********
  
  I am rejecting this response because: I do not want this issue closed until the work recommended by the company representative is actually completed.

  I will say that I'm satisfied with the investigation the company rep did and his assessment of the work recommended to correct the problem. ******* said I would receive an email from the company outlining the work and a possible schedule to get it done this fall but that will depend on their work schedule and weather.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 01/12/2023

  The company rep that came on Nov ** responded on Nov. ** with an update from our discussion as to the next steps that InterLock Roofing would be taking, below is a copy of their message:

  Please find your email confirmation for the upcoming repair that will be address once we have all the logistics and materials ready, will contact you again. This repair likely would take place on Spring of **** or before that on a good weather day.

  I responded with the following on Nov. **

  Thanks for the update. Plus let me know once you have received all the required materials then I can look at the weather forecast to see if the work could be completed this year.

  As I stated in my last response I want to keep this open until the work is completed as I didnt get a response from Interlock until I contacted the BBB for assistance (3 months of me phoning them and getting nothing and when I filed a compliant with the BBB Nov. ** I got a call from them the next day Nov ** and then they were onsite the following day Nov **)

  

  Business Response

  Date: 04/12/2023

  Hello ***,

  We have visited this customers home and we know that the work needed to repair will take place in the spring of 2024.

  I believe the customer is aware of this as well.

   

  Thanks,

  **********;

   

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At the beginning of April I contacted Interlock for some warranty work. I sent them pictures and they said they would be up in about 3 weeks. They called back and said their workers were in ************ and would be here in about a month. I called today as I have heard no updates and it has been over a month. They said maybe in a month or 2. This is unacceptable. We have leaks all across the roof where the snow breaks are and it is leaking to the roof underneath and coming down in between the eves and the house instead of going in to the eves. This is not okay. We have been having a lot of rain and it just goes down to the **** under the metal roof they put on. It is going to cause water damage to the roof underneath. Who is going to cover the cost of a rotten roof underneath because they are not coming to complete the warranty work that they said they would be here the beginning of May, now they say maybe a month or 2. Unacceptable! We paid almost ******* for a metal roof that is causing damage to the roof underneath because they have not come to fix their warranty stuff. I need them to come up asap and do the warranty work. Not keep pushing it off. **** *** ** ***** ** **** ***** **** ****** ********* ** ***** ******** ****. ****** * **** *****. If you could please help that would be greatly appreciated. They also need to check the damage under the metal roof that has now been double due to their negligence of not dealing with this when I contacted them in early April.

  

  Business Response

  Date: 19/06/2023

  We are currently scheduled to be in ******** in September.

  We are working on our schedule to try and be there sooner.

  We will be in contact this week to discuss.

  Customer Answer

  Date: 20/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: we have had nothing but storms the last couple weeks. There has been so much water leaking to the roof underneath that this needs warranty attention now, not in September.  September is absolutely unacceptable,  as they first said 2 weeks back in April. The roof under the metal roof is and will continue to be damaged by the pouring rain until they fix the leaks and fix the damaged roof that those leaks have caused underneath. I need them here now, not a month from now. They need to send people up to fix this. They told me over the phone that they wanted to wait until they have more work up here to come up. I disagree, if I am having warranty issues they need to come and tend to them now. Waiting 5-6 months for them to come and fix it is unacceptable.  I have been waiting 2.5 months already. If I have to, * **** *** * ****** ******** *** **** **** ** ****** **** ******* ** ***** **** * *** **** ********** *** ****** *** ***** ***** * * ***** **** *** ***** ********* *** ***** **** ** ************** ** *** **** **** **** **** ***** **** ***** *** ** **** **** ******* **** ** ** ** * ***** ** ******* **** ** ** ** * ******* **** ** *** ***** * ** *** ***** **** ***** ******** 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/07/2023

  Dear BBB,

  We have resolved the issue for this customer.  

  ***********************

  Customer Answer

  Date: 18/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: **** came to fix the problem. However what he did didn't fix it. I sent him pictures and a video yesterday to his email and I also texted it to him. It is still leaking in all the same spots. Him putting more membrane on did not fix the problem at all. 

  Please bring your crew and remove the roof so you can actually see what's going on and fix it properly. This is ridiculous. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 19/07/2023

  I cannot send pictures of the work ***** did as he added extra membrane under the roof, and I cannot get at it to see the membrane. They have a special tool to lift the roof to get at that, and I do not. 

  The roof is still leaking in all the same areas. Nothing has changed. 

  

  Business Response

  Date: 01/08/2023

  To Whom it May ********
  
  Our installation manager drove from ******* to ********************* personally to investigate this complaint and was at this property on July 10th and 11th, 2023.
  
  *************************** stated that she had leaks all across the roof leaking to the roof underneathcoming down between the ***** and the house and down to the roof under the metal roof. Our manager lifted the first course of shingles and while he did not see evidence of any moisture under the underlayment, he applied ice and water shield in this area all the same as a precaution. There was no evidence that water was going beneath the underlayment or coming in via the snowguards.
  
  However, and more importantly, he immediately saw that the Interlock metal drip edge/starter trim had been cut for each and every gutter bracket where they were screwed into the fascia, along the entire perimeter of the roof. This gutter work compromised the Interlock drip edge and voids the ******** Guardian Warranty. The homeowners confirmed that they had their gutters, fascia and soffit installed in 2022 but they had neglected to mention this and did not tell us that the drip edge/starter had been altered.We have no record of either the homeowner nor the contractor getting authorization from Interlock to cut into our metal roofing system and we accept no responsibility for this damage.
  
  We believe that water is wicking from these slot cuts to the space between the fascia and the gutters and we recommend that the entire drip edge be replaced. If the homeowners have Interlock replace the drip edge within a reasonable period of time, and this would be at their cost, we would re-instate the Guardian warranty, but we consider the warranty void until this work is done.  
  
  Finally, as this service was not a warranty issue, our standard service fee will be charged for this visit and will be sent to the ********. 

   

  Regards,

   

  ***********************

  Customer Answer

  Date: 02/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Those cuts were made by the roofing company when they installed the roof, and these are the pictures to prove it. These pictures were taken when we took the old gutters and soffits off. The date is there to prove it.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** January 2023 of this year we noticed that there was a leak in the ceiling of our bonus room. The ceiling was bubbled from the water and ceiling material was on the floor. We immediately contacted the roofing company (Interlock Roofing), who we purchased our roof from, about our concerns as our roof is guaranteed with a Lifetime Warranty. It took a few calls and a few weeks for a representative from Interlock to come and look at our ceiling. The representative arrived on ** January 2023 and asked asked how long we had our roof and when I said about 10 years he said that they sometimes have problems when they reach this age. He was unable to determine the cause of the leak and said he would be back in the next day or two with a crew to look at the roof as he could not see anything, as of * April 2023 they never returned to investigate the leak. We have contacted Interlock at the very least 12 times since January 2023. I have spoken to the receptionist (********) multiple times who calls herself the "lowest person in the totem poll" and she promises to do her best to get someone to return my call. I have requested calls back from the technician who had been to check on the leak as well the Vice President, no one from Interlock has contacted ** to date (* April 2023). All we are requesting is an answer to why our roof is leaking and to have the damage from the leak repaired. We are extremely frustrated by the lack of customer service from **********************, and being ignored with our requests for call backs and service. We purchased Interlock Roofing at a cost of almost 3 times that of traditional roofing, trusting that the warranty promised would be the warranty provided, and the promised customer service from the roof purchase and installation.

  

  Business Response

  Date: 10/04/2023

  Hello,

   

  We have visited the customer twice at her home and told her of our findings.  We also emailed her (attached).

   

  From: *******************
  Sent: ******* ***** *** **** **** AM
  To: ******************
  Cc: AB Admin <*************************************************************>
  Subject: Interlock Roofing
  
  Hello **** & *****************************,
  
  Per our site inspection, we believe that our roof is not leaking and may be condensation.   
  
  In similar cases, I recommend contacting your insurance and if they determined with proof that this is due to the roof. at that point, we can start a service order for you.
  
  I apologies for all delays from our end.
  
  Regards,
  
  *******************| ************ *******
  The Interlock Group | Interlock Industries (Alberta) Ltd.
  Telephone: ************   Fax:  ************
  www.interlockroofing.com
  
  The information contained in this e-mail (and any attachment) is privileged and confidential information intended only for the use of the individual or entity named above. If the reader of this message is not the intended recipient, you are hereby notified that any use,dissemination, distribution or copy of this e-mail is strictly prohibited. If you have received this e-mail in error, please immediately notify ** by telephone. Thank you

  Customer Answer

  Date: 13/04/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  

  Dear ************,
  

  Thank you for response.   Unfortunately your email of March ****, 2023 was sent to my **** Folder and I was unaware of it until your response to this BBB complaint.  In any of the many calls that I made to your office could someone not have said that an email was sent? Could you not have returned my call and advised me of the email.  The communication that we had to that point was in person or by telephone.
  

  In response to your claim that you visited our home twice, I am only aware of one visit and that is when we met on January **** and you advised that you would be returning in the next day or two to take a look at the roof and ensure that there was not an issue.  If you returned to our home again it was without our knowledge and without any communication to ** of your visit.
  

  Your email of March ****, 2023 states that we do not have leak but have condensation and that we should contact our insurance company.  When you visited our home on January **** that was not your opinion and you felt that an inspection of the roofing materials was necessary.  How can we be sure that it is not a leak if the roofing materials are not inspected?  If the ceiling damage is indeed from condensation would that not have been an installation issue as the roofing material is not properly ventilated?  As our roofing installer this is your responsibility to figure out.  Interlocks Lifetime Warranty protection is precisely why we chose Interlock for our roofing.
  

  It took 3 weeks for you to respond to ** the first time, and then 7 weeks to send an email to instruct ** to contact our insurance company, and only one business day to respond to our BBB complaint. With that said, this is your chance to prove that you value your customers and stand behind your product.
  

  I will look forward to your next response.

  ***********************
  

  ***********************

  

  Business Response

  Date: 13/04/2023

  I have no further information or solutions for this customer.

  Customer Answer

  Date: 18/04/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Dear ************,

  
  I have no further information or solutions for this customer, we do not believe is an acceptable response to our complaint, as customers that purchased your product at significant expense, and valued your lifetime warranty and customer service at the time of purchase/installation. 
  

  Without a physical inspection of the actual issue, then we are working on an assumption that there is no damage to the roof or roofing product. Our expectation is that you would at the very least inspect our roof to ensure that there is not a product defect or damage in an area of the roof that is not visible from the street.  
  

  If Interlock is not willing to do an inspection, then we also question the validity of our lifetime warranty, as such, will Interlock standby and respect our warranty of the roofing product and installation? If this is not the case then we would expect to be compensated.
  

  We would appreciate resolving this matter in a professional and cordial manner as Interlock customers.
  

  Respectfully,

  **** & ******************
  

  Customer Answer

  Date: 26/04/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  Please find the link below provided on Interlocks' website:

  
  ********************************************************************

  
  I would also like to include a few more details from Interlock's website that I believe are relevant.

  
  Here is the closing statement to the President's Message:
  

  We stand by what we sell with an industry-leading Lifetime limited, Non-prorated 50-year transferable product warranty. On behalf of the Interlock Team, I am very proud to offer you not only the last roof you will ever need but also an Environmentally Sustainable Roofing Solution for your home.

  Sincerely,
  *********************
  President
  Interlock Roofing

  And here is their mission statement:

   

  Our mission is to provide our customers exceptional value by ensuring excellence in our products and services.

  Our family spent a significant amount of money purchasing this roofing as it costs 2 to 3 times more than traditional roofing. We were assured that they were the industry leaders and stood behind their product and installation.  We are just looking for them to actually stand behind their promises and product.

  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 26/04/2023

  Dear BBB,

   

  We have inspected this home and the issues presented are not related to the Interlock Roof.  

  The customer has been advised on next steps to resolve her condensation issue(s).

  I would like to assist but there is nothing further we can do.

  Regards,

   

  ***********************

  Customer Answer

  Date: 26/04/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Dear ****************,

  
  Thank you for your response.  However, I do not agree with your assessment that the leak/water damage to our ceiling is concrete sign of condensation.  Respectfully, your employee was in our home for less than 5 minutes and left saying that the roof itself would have to be inspected and that he would return in the next day or two with a crew to do a physical inspection of the roofing materials.  He also stated that problems can develop over time.  Can you please explain why Interlock is avoiding doing an inspection of the roof itself? 
  

  I am sure that if you check our records, you will find that we have had in the past lose tiles that had to be repaired/replaced.  If this could happen once could it not happen again?  It was lucky for ** that the previously lose tiles were visible from a bedroom window.  With our current issue the roof is not visible from a window or the street as the roof in question is above our vaulted bonus room which is over our garage and therefore over 20 feet above ground level.  The only way to ensure that the materials are not lose or missing would be to go onto the roof and conduct a physical inspection would it not? 
  

  I will also ask again that if the ceiling damage is indeed from condensation would that not have been an installation issue as the roofing material is not properly ventilated?  As our roofing installer this is your responsibility to figure out.
  

  Sincerely,

  
  **** & ******************

• Initial Complaint

  Date:21/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had the repairman out from interlock at least 8 times his name was ****. He would come bend up few roof tiles, then the next he would change out 4 roof tiles ,maybe the next visit a some roof tar, ect. But the little patches were all just to keep me quite for a while. I don't want a whole new roof, all I want is the one leaking side to be strip off, any damage repaired, and retile the leaking side. Just do the job right and own up to the 50 year warranty. And stop acting like a fly-by-night company, after all I did pay $****** forthis leaking roof

  

  Business Response

  Date: 21/06/2022

  Hello,

   

  In September 20** we repaired a leak at this residence.  On June *** 2022 we were informed of an issue and we are visiting the site on June *** 2022.  We have tried to call the customer but the voicemail is full so we have emailed.

   

  ***** 

  Customer Answer

  Date: 24/06/2022

   
  Complaint: ********
  
  I am rejecting this response because: I am retired since January and I am home 90% of the time, so they can't be trying that hard to get in contact with me. Since they have such a hard time getting a hold of me, this is my cell phone #************.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/07/2022

  On June **, 2022 we went to the customers house to try and assist him.  He was verbally abusive towards our manager and would not allow access to the attic.  We can not help this customer if he is unwilling to assist by giving access.

   

  We will not return to this location unless accompanied by another member of our team.

   

  We believe the two bathroom vents that are venting through the soffits to potentially be the issue.  The insultation/siding and soffits were replaced after the roof installation.

  Customer Answer

  Date: 07/07/2022

   
  Complaint: ********
  
  I am rejecting this response because: First of all I take exception to the claim that I was abusive to the serviceman that was here that slander and unproven. I told him that I was not going through another 3 to 4 years of non action, then he asked if they could go in the attic and I said no unless they are going to blow new insulation to fix the flattened out insulation they cause. These exhaust pipe they are talking about are below the plywood on the roof and the water is leaking through the plywood which again is above, so unless physics have changed for Interlock Roofing water does not go uphill without mechanical aid such as a pump. The first serviceman **** that I dealt with in the past 3 to 4 years damage my new soffits which I had to repair at my cost and time, so why would I let Interlock Roofing damage my newly blown in insulation at my cost again. And their malfunctioning product is on the outside of the building not the inside. So if they need to go inside the attic they must pay for the damages that occur, I can not allow them to destroy the rest of my renovations that I paid huge money for so that they can find the leaks, they can remove the tiles on the one side of the house to find the problems.

  I hope this does not have to go to court.
  
  Sincerely,
  
  *************************