ComplaintsforOttawa Home Exteriors

• Initial Complaint

  14/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We installed a new ***** skylight in June 2020. We consulted *****, the manufacturer, who had a list of "Certified Installers" for their products. Based on this list, we pick Ottawa Home Exteriors (OHE), who seemed to have a decent warranty and supposedly were certified at installing ***** skylights. I've owned my home for 6+ years and never had leaks or roofing issues before dealing with this company. In the middle of last winter, we started noticing some pretty bad ice dams, and in February, all hell broke loose. Water started coming from the light fixture and the fire alarm hole directly under the skylight. We contacted OHE, who sent someone to clear the dams, and within 15 minutes, no situation update was gone. Given that it was winter and repairs would be impossible, I held my breath for the rest of the cold season to adequately address the leak issue in spring or summer. We then contacted **** *****, who ignored our multiple emails and calls to check his company's work and see what was causing the leak. He made no effort to go physically assess the situation. Instead, he suggested that we install a wire or get a company to regularly remove snow from our roof in winter, a suggestion that would void our warranty with OHE and wasn't even discussed when contracting him. I insisted that he needed to come to check his work, and he wanted to charge 495+HST to do so, even though the installation is covered by a ten-year workmanship warranty detailed on his site. A real janky company. I'm on the phone with *****, the manufacturer who also points to poor installment by the roofer; they suggested I file a formal complaint with *** and will do their part to clean their reputation that this installer is tarnishing. As requested, I will upload all the conversations, contracts, warranty information, liability insurance and a WSIB with OHE. I will also submit photo and video evidence to *** and Google review to save others from falling victim to unreliable companies such OHE.

  

  Business response

  19/09/2022

  We came out last winter to inspect a skylight leak that was found to be caused by ice dams, we cleared the snow and ice from below and around the perimeter of the skylight, which is generally a $495+ HST charge, however given the fact that this was the first time since installation we showed up and took note of the cause of the leak. I explained to me client that this was not caused by poor workmanship but the fact that there was a large ice dam and your skylight is located in a valley, which is very prone to ice dams. We have pictures to back this up, so there was no need to come back and "prove our work" as the client stated. I informed him that the issue was an ice dam and he needs to potential install a heat wire or have the snow and ice removed, and that if he needed me to return and "inspect our work" it ws going to be deemed a service call. 

  Our client doesn't seem to understand what we are trying to explain as our email history indicated, he even admits that.

  "**** 
  
  
  I'm not sure about all this roof language you are giving me to tell me there's nothing you can do to fix the leaky roof.
  I paid for a professional service and that's what I'm expecting. Am I not dealing with a ***** certified skylight VIP installer?
  I never had leak issues and ice dams at my house until your company replaced the skylight.
  Please explain to me, you trying to charge me to come verify your work and fix the leaky spot? ****, You did not sell me a skylight with a winter maintenance plan.
  You sold me a leak free skylight. I'm on standby for an appointment , come verify your work"
  

  Point #8 from out warranty and terms states the following:

  OHE will not be liable for damage to the premises, existing building interior and components caused from ice damming. Ice damming is caused by;  poor architectural design, poor attic ventilation and inadequate attic insulation. It is the Client’s responsibility to contract to have the snow and ice removed from the roof and to inspect and rectify ice dam issues. 

  There is no "janky" aspect here, just a misunderstanding and a client that wants to have their ice dam be our issue.

  Customer response

  26/09/2022

  
  ********** ********
  
  I am rejecting this response because: **** and Ottawa Home Exteriors (OHE) are sidestepping their warranty by automatically pointing to ice dams. From the first response I got back after many attempts to get a hold of his company while my roof was leaking, this was his stance BEFORE even seeing the roof. 

  On Feb 3, 2022, at 8:20 PM, ***** *** ******* * *************************** wrote:
  ?
  Good day ****
  I reached out yesterday and left a voicemail, but didn't get a call. Our roof is leaking right at the skylight. Had to put buckets yesterday to catch the water.
  Can you get back to me when you get this message. We can be reached at ************ ** ************
  
  Thank you

  from: **** ***** <****@ottawahomeexteriors.com>
  to: ***** *** ******* * ***************************
  
  date: Feb 4, 2022, 12:49 PM
  
  Hi *****,
  Thank you for bringing this to my attention.
  I can come out early next week to have a look, I am just getting over a rough cold so am unable to come by today.
  Your leak is going to be caused by an ice dam and it will need to be removed to allow for proper drainage if melting snow is above the affected area.
  If that is the case it is not covered by warranty,
  But I will know when I have a look at the roof.
  Thanks
  ****
  
  _______

  Please see the diligence of this company that only showed up A FULL WEEK after my roof was leaking. You mention showing, clearing the roof and taking pictures of the ice dams issues. Well you showed a week later, we have 0 recollection of you showing up but rather some staffers who removed some snow and left within 15 minutes. You mentioned taking pictures , we document all interactions with you and haven't seen and have a record of these photos. Why wouldn't forward them through our email since its warranty related and your argument that nothing else can be done.

  Furthermore I pointed out to you that heavy rain was also an issue and you keep sidestepping that as well . From my first follow-up request I point that leak is happening with heavy rainfall and want to resolve before winter comes and I start dealing with ice dams again. 

  
  ***** and ******* * <*****[email protected]> Jul 18, 2022, 11:18 AM
  to ****
  
  Hey ****
  
  I hope all is well. ****, we are still dealing with leak issues since the install of the new sunroof. It's even worse in winter, when ice dams form, a problem I never had prior to the new installation.
  I called back my insulation company ( an install done prior to yours) to see if it was an insulation or a poor air circulation and they confirm that the leak is coming around the skylight and valley.
  I would need your company to come verify the work in order to stop further damages to the roof and my interior ceiling where the water is entering and possibly sitting. 
  Please call me ************** or email back to set-up an appointment.
  
  Thank you
  ***** *
  
  **** ***** <****@ottawahomeexteriors.com> Jul 18, 2022, 4:41 PM
  to me
  
  Hi *****,
  Thanks for the email.
  Have you been getting any water since the snow and ice has melted? 
  Thanks
  ****
  
  Sent from my iPhone
  
  On Jul 18, 2022, at 11:18 AM, ***** and ******* * *************************** wrote:
  
  ***** and ******* * *************************** Jul 20, 2022, 1:39 AM
  to ****
  
  Hi ****
  The issue hasn't been resolved and I want to address it during the summer months.
  
  Thx
  
  ***** *
  
  

  Then you went on quiet mode for a month and never replied

  
  ***** and ******* * <*****[email protected]> Aug 2, 2022, 9:05 PM
  
  
  to ****
  
  Hi ****
  What's going on? I didn't get much of a reply from you concerning my skylight leak. I need some resolution with this install.
  Can you get back to me as soon as possible with an appointment as I cannot go through the Fall rain season and further ice dams in winter.
  On stand-by for your reply and an appointment.
  
  ***** *

   

  You're trying to bill me and gave more out the customer, when your first installation is causing issues. Now that I have the Manufacturer looking into, whatever their findings may be will dictate my next action. I did my part as a customer and paid for your service and guarantee.

  If you want to keep fluctuating about what you cover and not, I cannot control that, but I shouldn't be paying for your inaction and lack of diligence and I won't.

   

  

  Business response

  17/10/2022

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

  
  

  Response:

  “Our stance was, and is that this winter time leak was caused by an ice dam (pictured below)

  The “staffers” that were sent were in fact myself and an employee, so I have been to your home and saw the ice dams, and even cleared them free of charge myself.

  Your response to me indicated that you are finally aware that you have ice dams as you indicated “before ice dams occur again this winter”

  Our stance was always we are happy to help, but the current issue is not covered under warranty and we have a minimum charge for issues that aren’t covered by warranty.

  We have many clients that have similar issues, and they require effort and knowledge to mitigate them each winter, but you did not seem to want to entertain a heat wire or any other remedies, so at this point we cannot help with your ice dam situation.

  Lastly, we did not replace the roof at the time of the skylight, so we have no clue if the roofing was done properly or by a company that is no longer in business, as we suspect.

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