ComplaintsforRoofmaster Ottawa Inc.

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 20, 2021 I paid Roofmaster $452 to fix a leak in my roof (see attached paid invoice). According to the Service Call Agreement (SCA), section 3 on page one, that I signed with Roofmaster, there was a two-year warranty on the work. However, the agreement states that "caulking" is not covered in the agreement, but this is stated on the back of the SAC and it is not specified whether it is the caulking material and/or the caulking work that is not covered. I had a further leak at the same location in early September 2022. Despite several attempts (telephone calls and emails) I did not receive a prompt response from Roofmaster so I had the leak dealt with by another company. I did so in order to avoid further damage to a bedroom ceiling in the event of rain. The same SCA states that the property Owner "agrees to provide the Company with a prompt written notice of any complaint concerning the Company's workmanship or installation and the provide the Company with a reasonable opportunity to investigate the claim and attempt to resolve the matter...".I definitely provided the company with prompt written notice (see my email of September 4, 2022). When I heard from Roofmaster, the company representative stated that if a service representative were sent out to inspect the problem, there would be an inspection fee. When I asked if the inspection fee would be waived if it was found that the work was not properly carried out, he indicated that most service calls do not carry a warranty (see company's email of Sept. 9, 2022 and Sept. 12, 2022 and my email of Sept. 9, 2022). I do not understand why the SCA that I signed states clearly that there is a two-year warranty, but the company representative says that there is not. I would like an explanation of this and of why the company should expect a client to pay for an inspection if the inspection shows that the company's work was not properly done and is warrantied according to the SCA that the client signed.

  

  Business response

  15/11/2022

  Hi Mr *******,

  Thanks for your inquiry. We feel our warranty is pretty clear but we will clarify our warranty on service calls:

  The warranty is 2 years on the specific repair area that we do, with the exception of any caulking. There is no warranty on caulking. In your case, we had to re-caulk to stop the leak. This is why there is no warranty on your service call. At your house, the caulking we installed failed 17months later. We have this exception for caulking because caulking old dirty shingles, flashings, pipes, vents, etc on roofs that are not installed brand new tend to have issues with the caulking adhering. This is why you do not have a warranty and would have to pay for an additional service call for us to apply more caulking.

  Hope this helps and provides clarification.

  Kind Regards,

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

  Customer response

  15/11/2022

  
  ****** ******** ******:
  
  I have reviewed the response made by the business in reference to complaint ID 18391510, and find that this resolution is satisfactory to me insofar as the warranty on its work is concerned. That being said, I believe the company could improve how it responds to emails and telephone calls from clients or potential clients. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  29/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had roofmaster come and say they would repair our fascia for $600plus hst. They said the job was complete and days later the fascia was loose. We have been trying to get in contact with roofmaster for months with no reply. Finally, after sending images and asking if there was an issue with the fascia someone wrote back saying it was too loose to last the winter would be $400plus hst to fix. When we explained this was roofmaster work, they stopped replying and are ignoring all calls again. On there website they claim satisfaction and a warranty... terrible customer service.

  Customer response

  02/11/2021

  My issue has been resolved. *** *** ****** ****** *** ********** 

   Thanks, 

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

*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. ↩