ComplaintsforCanada Exteriors & Interiors

• Initial Complaint

  11/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roof was installed in the summer of 2019 on a new build. For the past 2 winters we have had leaks in the valleys during spring melt and ice damming. There are no issues during hard rains, only with spring melt. We are just trying to get the issues fixed so we can finish the interior of our garage and dont do any long term damage/rot to our roofing material.

  Business response

  08/05/2023

  Hello,
  
  As per our conversations with ****, we are scheduled to inspect the roof on Friday, May 12, 2023 to determine what is causing the ice damming. 
  
  Kind Regards,
  
  
  *****
  
   
  

  
  

• Initial Complaint

  25/09/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We signed a contract with Canada Roofing to reshingle our house in early July 2022. After many excuses the work was done August 7-9th. The payment was half before they started and the remainder was due when the job was finished. They took the final payment on August 9th and we feel the job was not complete. They have been paid a total of $10,942. We have lost our whole summer waiting for Canada Roofing to address our concerns about the shingles around the 2 sky lights and the ground wire for our lightening arrestors that are not properly fixed to the roof. A band aid solution was done but not to our satisfaction. We keep getting excuses and are running out of patience. We want the job finished and finished correctly.

  Business response

  05/10/2022

  Hello *****,
  
  
  We are happy to have resolved this matter by sending ***** out to complete the warranty work requested and am glad to have gone over with the work to confirm you are happy with the completed work!
  
  Thank you,

   

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

  Customer response

  05/10/2022

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  22/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a leak in roof/siding porch and rain water going out of higher roof's gutter. Canada Roofing offers 50 years warranty and expertise in roofing, siding, gutter, etc. They quoted for roof replacement and completed in Nov2021 but did not investigate the issues and limited to replace shingles. Both leak and gutter problem were ignored. In addition, flaws installation shows shingles overhang over 1.5in and beyond the gutter edge, making difficult water from entering the gutter, the original shingles removed were flush with. A diverter originally installed on the roof was removed and discarded. After 8 months, a short in high diverter was installed, it won't work in heavy rain. All those issues have nothing to do with design flaws or deficiency of the house as they want to present. You can't remove what was done to mitigate a problem to make it worst. Warped and soft deck was not replaced, as a result this section is not flat. According to the codes, roof decks shall be free of damaged, deteriorated or decayed wood. Any claim for damage in shingles will be denied because deck was warped and soft. After 9 months, they offer to investigate the siding/porch-roof leak but asked me first pay for cleaning of the excessive amount of debris and nails in the eavestroughs, for correcting shingles overhang, and installing the diverter removed by them. They came back 4 times mainly to caulk leaks and fail. I am asking : Replace about 10 cracked Ridge cups shingles Fix several buckled shingles due to lifted nails underneath Finish the drip edge on garage that was not fastened Clean the excessive amount of debris and nails in the eavestroughs Repair gooseneck with excessive noise indicating something is broken Replace the warped deck in the upper roof Replace broken deck in the porch roof. Install a diverter equal or better than original Reduce shingle overhang to make it flush with gutter edge Seal the roof/siding junction properly to prevent water leaks

  Business response

  12/10/2022

  ****,
  
  
  Once you have read this please direct this complaint to the builder of your house as our roofing project that we were hired to perform was completed properly.
  
  
  Our company takes great pride in doing professional work and that is why we have documented the fact that we have come back to your home several times to meet with you and confirm with you that the roofing work was performed properly and that we have fulfilled our contract.
  
  
  You continue to ignore the fact your leaks are not a roofing issue, this is a design flaw that you have inherited from the builder of your house and have been dealing with for several years prior to you contacting us as well as the fact that you are missing eavestroughing in an area that is crucial for the water to properly flow. This has caused you to have leaks into your house for several years prior to you contacting us.
  
  
  When we first met you and have explained several times since. You need to install a proper metal diverter and eavestroughing in the upper area above the lower porch. We were not hired to do this work. The small piece of bent metal you had stuck to your roof was not doing anything to prevent leaks or stop water flow. We have explained this clearly in person as well our contract clearly states the work to be performed. This contract did not include eavestroughing installation or siding installation. Once again, your house has significant design flaws that causes water to flow rapidly down two upper valley’s that meet causing the water to torrentially flow off the side of your roof and on to your front porch which has an additional design flaw which forces all the water coming off the upper roof to pool against your siding on the lower porch. Your house was not built to handle the enormous amount of water collecting and pooling in this area, you will continue to have leaks into your house until you fix these flaws. Again, you have been dealing with several years of leaks into your garage because of this, and in addition to this we have explained to you that you need to have a siding company reinstall your siding.
  
  
  You have inherited these problems from the builder of the house, as we have explained several times you should contact the builder to have them fix their design flaws or go through insurance if the builder will not cover the issues they created.
  
  
  In addition, since we roofed your home you have sent documentation to us showing that you have had several different contractors on your roof, pulling up and damaging shingles, damaging vents which has resulted in damage to the shingles that we installed, roof deck, etc. This is why we have a very clear statement in the contract that you signed releasing us from liability in regards to the roofing work we did. Any further work that you choose to have done will be at your expense. Such as hiring an eavestroughing company to install eaves where they are required or repair damaged shingles from these other contractors.
  
  
  Several times we have stated your problems, you have also provided us with a video of the gushing off of your upper roof where there is no eavestroughing. You choose to ignore to the fact that your home has significant design flaws. All of which you inherited several years before you contacted us.
  
  
  Please see attached photos regarding your homes design flaws and the video you emailed us confirming your lack of eavestroughing in the area required.

  
  
  Kind regards,
  
  
  Canada Roofing

  Customer response

  14/10/2022

  
  Complaint: 18049314
  
  I am rejecting this response because:

  In general all the issues presented here are roofer responsibilities. They are  not eavestrough or siding jobs, nor are they related to home design.

  Canada Roofing can have his opinion about the roof design, but I have friends who have the same house model and have had no problem with the roof or leaks. There is one 100 mt away from my house with identical design that as of today does not need roof replacement.  There are several in the south and west of Edmonton.  

  What we are talking here is about the minimum we expect from a roofing company. What we are talking here is about the following:

  You failed to correct a known leak in the flashing/wall junction, which is an routine task for roofers regardless house design.
  You failed to install diverters, at the time the drip edge were installed, to help water flow to the eavestrough. It just cost few dollar more.
  You failed to replace the diverter installed by the previous roofer and decided to remove it despite the fact that it was quite helpful.
  You failed to install the shingles aligned with the gutter edge, therefore water is now directed out of gutter, making the problem worse.
  You failed to replace cracked and warped decks that it is against to  manufacture requirements
  Ridge Cup shingles are cracked in the middle, it only can happens during installation.
  Ridge Cup shingles have buckled corners,  what is typically when shorter nails than recommended are used.
  You failed to remove excessive amount of debris and nails from eavestrough.
  You failed to keep the recommended gap between the shingles and the skylight flashing.
  I had to call you back to fix eavestrough left hanging and flying in the air since the same day roof was completed.
  I had to call you to complete the drip edge on garage roof
  I had myself to clean old shingles and debris left by your crew in my neighbor’s backyard.
  I had to call you to clean spilled coffee on my neighbor’s siding
  There are more issues to mention.
  
  These issues have nothing to do with design and are not acceptable after roofing has been completed.
  Failure of a new roof the next day after completion is not acceptable.
  
  It makes no  sense to pay to install shingles without addressing known critical problems. It may happen with a novice roofer, but your website and advertisements show that your are expert in siding, eavestroughing, solar panels... and you claim homeowners will not have “additional water damage that could  cause problems down the road”.
  
  We met more than one time. I phoned you to come to my home for a second or third time, to be sure you understood my concerns regarding the leak and gutter collection. Every meeting,  you focus very hard to promote the ‘rubberized shingles”, but at the end, I got your word that you would discuss the problems with your people, but you never did it.   You did not inspect the roof to plan and address the evident problems and  when your crew came, I talked to them and realized they had no plan to solve the problems. Acting  like that is only useful to get a second contract to repair what was not done in the first.
  
  You want to blame ******** *****. My house is built in the same design as the ******** show home that was exhibited at the time.  This company has 42 years in Canada and every year has been an award winner and finalist for the Canadian Builder Association in  Edmonton.  Again, you can have your opinion about the design but the issues listed above any roofer can solve.
  
  Last month, you forced me to bring gutter companies as a condition for you to investigate the siding/roof junction. Only reason I could see for that is, the less water to the siding more difficult for the leak to be quickly visible.  Leak will be occult and will grow slowly with time.  However, I brought in 4 contractors, and now you are blaming them for damaging the roof. That move does not surprise me. That is why one of the contractors rejected to talk to the roofer. He told me that later on he would be blamed for any shingle problems and your are proving he was right.  Other contractor didn’t want to go up on the roof, and just watching from the floor told me that the roofer needed to fix the diverters before undertaking any eavestrough work.
  
  Two additional gutter companies came to check the porch roof.  If the roof cannot withstand an experience people inspection, it means something is wrong.  Your are telling me that because 3 contractor walk on the roof for 10 minutes each, the shingles and deck were destroyed?. Do you believe they spend time making cracks in the middle of  the ridge cup shingles despite the fact that the shingles are glued to the roof  and cracks are located in different roof's areas.   It is difficult to believe, and walking on top of the ridge cup shingles may be deadly.
  
  I have photos dated Nov 8 2021, just after roofing was completed, showing  raised shingle corners.  I mentioned this to James when he came on Nov 11 2021 to fix the hanging eavestrough left by your crew.  He told me that in summer they will be ok but that did not happen.  Any roofer should know that buckled shingles is caused by using short nails and warm weather will not help to correct this issue. Regarding to cracked shingles, I can show pictures dated on May 18 2022, three months before any contractor came to see eavestrough.
  
  The photo of the icicle you sent was taken on March 8 2022, four months after the roofing was finished. I've never had icicle forming in that corner. The diverter you removed was quite useful in avoiding icicle formation.  
  
  Regarding to all pictures I sent till now, except for one,  I used my cell phone camera. I have an extension stick to hold the camera, and  I can take pictures with the camera 2mts over me. I have access from all my windows to see the roof surface, so I do not need to walk on it  to inspect it or take photos.
  
  In Aug 14 2022, you wrote  “You have unfortunately inherited a house that has many Design flaws and deficiencies we are learning about”.  It means you started learning about the problems when I showed a video of the shingles sending water out of the gutter during a rainfall.  Then you decided to make an improvised diverter by gluing a short piece of metal on top of the shingles to  address the problem partially, but in an unprofessional manner. It means that you recognized that the deflector removed by your crew was needed and made a difference. Unfortunately, it was seven months late, was not installed properly during shingle installation, it was not used the proper metal size, and did not cover all areas required. That work is very inexpensive and any roofer can do it. How could you argue today that prior deflector was not helpful?.  
  
  In general all the issues presented here are roofer responsibilities. They are  not eavestrough or siding jobs, nor are they related to home design.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Full timeline: Monday, May 9: go ahead given Sunday, May 22: 50% deposit applied Friday, May 27: singles delivered Thurs, Jun 2: bin arrived Fri, Jun 3: garage shingles removed Sat, Jun 4: no work due to wind Sun, Jun 5: shingles on roof partially removed, work stoppage due to wind Mon, Jun 6: rain, came home after work to water inside the garage. Didn’t seal up the roof after removing shingles, water leaked and damaged finished ceiling (drywall and insulation soaked). Came several hours later after contacting the company and patch up the areas. Tues, Jun 7: shingles replaced on whole roof - final payment processed. Wed, Jun 8: contacted to find out the situation with the damaged ceiling. Fri, Jun 10: was told next week someone should be by for the repair. Thurs, Jun 16: contacted for an update on when the work would begin. Fri, Jun 17: Contractor stopped in to do an assessment, setup a day a time for the repair (Tuesday, June 21 at 10:00am) Tues, Jun 21: contacted the company to find out what happening as it was a no show. I ended up opening the ceiling and removing all the wet insulation as I didn't want mold to start growing as it was getting warm. Wed, Jun 22: contacted by the company, was mentioned that someone should be out on Thurs, Jun 23. Fri, Jun 24: contact by the company asking if our ceiling had been looked at. Said will try and get someone for next week. Thurs, Jun 30: contact again about the repair and warranty papers. Papers received via email later that day. Said Jamie will be by within the following week. Mon, Jul 11: no contact and complaint filed as 5 weeks should have been enough time to have this taken care of. Full pictures and some videos can be found here: ************************************************************************************

  Business response

  20/07/2022

  Hello ****

  
  

  We are happy to have resolved this matter by sending our drywall crew out last Friday and am glad to have gone over with the work to confirm you are happy with the repairs!

   

  Thank you,

   

  *****

  Customer response

  21/07/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ******

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