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:02/01/2025

  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.

  In 2014, I purchased a metal roof and was told it had a double lifetime guarantee. Sometime later I noticed an excess amount of moisture in my attic during in late fall / early winter. I first contacted InterLock in 2021 or 2022 about a possible leak. I tried calling and emailing but received no response. Then during the drier months I had no problem. During the winter of 2023 I noticed the same thing, and tried contacting them again. This time I did get a response, and they scheduled someone to come out and take a look, who then told me it was condensation, possible caused by poor ventilation and left. I would like to point out that I never had this problem with my previous roof, and Interlock had even installed a ridge vent which would have increased the amount of ventilation. I had tried contacting InterLock again stating that I disagreed with their assessment but received no reply. Now in the winter of 2024/2025 I have noticed even more water damage in my roof as well as some mold. I contacted them again and sent several pictures. Someone now came out and again said it was condensation caused by not enough ventilation and this time offered a solution of increasing the size of the ridge vent for a cost. When I asked about the guarantee he said the materials for the new ridge vent were free, but I would still need to pay for labor. After a closer look at my paperwork from 2014, I found that the labor for my roof install only had a 10 year guarantee, which would explain why they waited until it expired to offer the solution to increase the size of the ridge vent.I am still not convinced, however, that it is purely condensation. In addition to any wet spots which may have been caused by excessive moisture, I also get wet spots around several nail points every time it rains. If it was just condensation, it would hit nearly every nail, as it stands, I will have the occasional nail with water damage encircling wood, while other nails nearby remain dry.

  Business Response

  Date: 02/03/2025

  Dear BBB,

  We have attempted to help this homeowner several times over the past few years.

  The customer has condensation issues due to lack of air flow in the attic.

  We have provided solutions over the years and in January 2025 we offered a material only option to assist.

  Our service manager, in good faith, will call the customer once again and arrange a face to face conversation to explain it again.

  Regards,

  
  ***** ******

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22885890
  
  I am rejecting this response because:  The company as repeatedly told me it is condensation but I still do not agree.  They have said in the past that it is related to poor ventilation, but I did NOT have this problem before they put in the ridge vent which should have INCREASED air flow.  Despite what they have said, they have NOT offered solutions in the past, just told me what they believe the problem was and went on their way.  I am in communication with the local service manager about scheduling another on site visit.
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 02/16/2025

  **** from InterLock came back out and talked again about condensation.  I have attached more pictures of my attic and it can be seen that I have water damage forming around some nails, while others remain completely dry.  I continue to reject the notion that this is condensation.  I have had an issue with condensation regarding my kitchen fan vent, but that has been dealt with.  We seem to just be going around and around with this issue.  InterLock insists it is condensation, but I am convinced it is not.

  Customer Answer

  Date: 02/28/2025

  "Business is going round and round.

  They are refusing to admit that there's a problem.

  Business has not seem to come a resolution."

  -Transcribed by a BBB staff over the phone

• Initial Complaint

  Date:08/10/2024

  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.

  I purchased a roof from Interlock Industries, ***** on September 15, 2001. Since then, I have had to have it repaired at least 5 or 6 times without damage being fixed correctly. On August 5, 2024, it rained and the contractor working on my bedroom and bathroom noticed the roof is leaking. My contractor will not complete the job until the roof is repaired. I have a lifetime warranty on the roof. The roof needs repaired, screws are popping up, the interlock tiles are exposed, the roof leaks in many places and vegetation is growing between the tiles causing them to be lifted causing water damage. On August 10, 2024, an email with pictures has been sent. I have had little or no responses from my calls. Interlock has not acknowledged that the roof repairs should be on the warranty. I cannot move back into my home until the roof repairs are done.****, with Interlock did come and fixed one spot on the roof. That cost me $272. **** did not talk to me or the contractor. **** was supposed to talk to the contractor so that Interlock would know where to put the bathroom vents.The corrections I am asking the BBB is reimbursement of $74,781,00 so that I can get another company to totally replace my roof. Interlock is not fulling those oblations.

  Business Response

  Date: 08/15/2024

  Dear BBB,

   

  We have worked with this customer a number of times in the past and continue to honor our obligations.

  I have extended an offer to have us go back one last time to try and assist.  

  The homeowner requires our help with her remodeling and we have provided a quote to do the work.

   

  Regards,

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

• Initial Complaint

  Date:04/06/2023

  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.

  Not a good buisness at least 200$ min

  Business Response

  Date: 04/06/2023

  To Whom It May ********************************************** person is not a current or former customer of **********************.

   

  Thanks

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

• Initial Complaint

  Date:10/11/2022

  Type:Order 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 signed a contract on April 28th, 2022 to have our roof installed by Interlock Industries Inc in ******** **. The first date that was scheduled for installation was June 6th, no one showed up. The next date that was set for was July 11th, again no one showed up. This has been the case every month since then; we rarely get phone calls back and when a date is scheduled no one shows up and neither my husband nor I receive any phone calls until after the fact or after we have tried to get a hold of them. We were asked to meet someone (Interlock) at our place so they could drop off materials, this was Friday August 12th, they said they wanted the materials to be there and ready for them to install Monday the 15th of August. My husband left work early to come home and show Interlock where to put the materials. No one showed up that following Monday and we did not receive a call for rescheduling. My husband then called *****, the lady who handles the scheduling and left a message asking to talk to a manager, he never got a phone call back. We have been in the process of refinancing our home and we were told by our lender that Interlock had put a lien on our home/property. Thankfully we asked them to drop it and they did so our loan was able to go through. However, this gives us concern that they might put another lien on our home.To this date we have yet to have our roof installed, Interlock was supposed to come last week (Thursday October 6th) and never showed up and never called. I called **** (the regional manager) and left a message, he did not call back. ***** then called my Husband and scheduled for Monday October 10th, again no one showed up. I left another message with **** on Monday and have yet to receive a call back. At this point we have already paid a $2,700 deposit however the lack of professionalism and communication is extremely concerning. We want our deposit back and materials to be picked up, and our contract voided.

  Business Response

  Date: 10/17/2022

  The contract has been voided per the customers request and we refunding the deposit.

   

  Thanks,

   

  **********************;

• Initial Complaint

  Date:09/07/2022

  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.

  ROOF LEAKING - also inside damage to our home from leak!01/02/2022 we sent email to Interlock-***********************(***************************************) explaining that our roof was leaking. He communicated by phone for a couple months, then we were passed on to *************(******************************************), and then to *************************** ******************************************** Finally **** came to our home on 07/12/2022 to inspect our roof. He said yes, he could fix it. We asked **** for his boss name/contact info(*********************@************). We waited a week, heard nothing back from **** or ***. We called *********************, he told us that he was our new contact and that he was going to fix our roof by the end of August 2022. **** reported to him that the cricket needs to be removed and totally redone on our roof, *** agreed. *** told us roofing materials are being ordered and Interlock/**** will be out to do the work the week of August 22nd, 2022. Since August 23, We have called *** everyday - either leaving a message or his mailbox is full. NO ONE IS RETURNING OUR CALLS OR CONTACTING US OR FIXING OUR ROOF! We need our roof fixed ASAP, we live in Washington state our summer is almost over. We also need to be paid by Interlock, to have all the inside damage to our home from the leak repaired. Interlock contract includes: non-prorated, Lifetime labor & Product warranty on all Interlock manufactured products. Please help us! Thank you, ******************* & ***********************

  Business Response

  Date: 10/03/2022

  Thank you for the opportunity to respond to this complaint.
  
  Please note that **** is not an Interlock employee but is a separate and independent contractor who has provided this customer with an estimate to do the work they want done on their garage chimney. Interlock does not build chimney crickets or do chimney work.  The work they want done is not covered under our warranty and Interlocks position is also that the work is not necessary. We did respond to their complaint that there was a leak and we installed a snow rail and re-caulked the chimney flashing. If they want further work done they are going to have to retain the separate contractor for this work and pay for it themselves. For clarification please note that area behind the chimney is IB membrane roofing and not cardboard as indicated in an earlier complaint from the customer.  
  
  We offered to pay for the small patch of drywall which was apparently stained as a result of the leak and our offer of $1100 is still available if they wish to have this work done. We attach a photo of that area to give you an idea of what was being addressed and the alleged damage.
  
  We are happy to provide any flashing needed to Northwest Construction but please note that we no longer carry the Aged Copper so a similar color metal would be used in its place. It would not be an exact match.
  
  Thank you,
  
  
  
  ************************* | General Counsel
  THE INTERLOCK ********************************************************************: ******************
  cell: ************
  e: ***************************************

  Customer Answer

  Date: 10/14/2022

  Our leaking roof is caused by the fact that Interlock removed our wooden cricket when they roofed our home.  They replaced our wooden structure with what they call IB membrane, which has failed.   Yes, they did do a band-aid fix - snow guards & caulking which did not fix our leak problem.  We called them back in Jan 2022 still leaking, they sent **** out in July to finally inspect.  **** & ********************* both said they could correct the problem and *** promised to have it fixed by end of August.  We are just now learning that **** is not even an employee of Interlock.  We have sent 2 emails to *********************, ************************* & ************ asking for ***** contact info to get our roof fixed.not one of them has contacted us.   Id love to know how, who and when we will received the $1,100.00 to help pay for our drywall & timbers that have been damaged from water the last 2 *******.  It is not just stain damage!

  Thank you, **** & *****

  Business Response

  Date: 11/10/2022

  On October 11 2022 I emailed the *****-Berlins and asked them to sign and return the release document (which was attached) so that we could release the funds to them. And when they asked about the funds again, our in-house legal counsel emailed them on October 18, 2022 to say we were waiting on the release document to be signed before we could the release the funds.

  Once again, in our opinion the roof is not leaking. And if these customers insist on unnecessary work being done they will have to pay for it themselves - this is NOT and there is no warranty issue.

  Finally, I asked the contractor **** to contact these customers and if he has not done so we can not force him to. These customers may wish to find another contractor to do the work they would like to have done. 

  Customer Answer

  Date: 11/19/2022

   
  Complaint: 17930529
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** & ********************* & ******

  In regards to the most recent reply. Coming from us the homeowner, this clearly will get nowhere. Interlock was been asked to fix a leak in our roof at the cricket location. The Cricket being part of the roof Interlock installed.  During the roof install they removed our existing cricket against our advice and INTERLOCK BUILT A NEW CRICKET.  The fact is the way Interlock built the cricket over the underlayment with no venting, has caused a complete failure in that area of our roof, the wooden structure of the cricket, again that Interlock built/installed has completely failed.  This leak that is covered under a warrantee of a "lifetime roof". The details of how or why the roof leaks don't really matter at this point but what does matter is that it continues to leak and continues to cause water damage with no resolve after two years of back and forth. After many phone calls, emails and visits scheduled (where no one showed up) they finally came to our home. They caulked and added some snow-guards to try and resolve the leak (the cheap fix). Interlocks initial efforts have proven not to fix the leak. This company has continued to ignore any form of contact and resolution under warranty. When you do contact someone at Interlock they (promise to forward the message, call you back,  or discuss it in a meeting) then you just never hear back. I can't tell you how many times I have been told " they no longer work here" or " there will be someone new working with you". I am not sure how this is a "small stain" (per Interlock) and not considered a leak when water is dripping down the wall, soaking towels and causing sheet rock tape to fall and sag and continues to do so. There is no customer service other than to drag you along in hopes of exhausting the customer so they give up. It is not right. We live in a house that we take great care of and maintain. We are not asking for the moon here. We just want the leak in the roof resolved. Signing a paper to resolve all current and future liability of the roof is not an option but an easy out for the company. If they were willing to fix the leak in the roof and restore the water damaged areas we would be very happy. Also, if Interlock wants us to sign a General Release of All Claims for them they need to remove all language not related to this one current incident. We will not sign a General Release that has any words like FUTURE ISSUES, FUTURE LOSSES, IN THE FUTURE, FOREVER DISCHARGE, etc. We are not willing to give away all rights to our "Lifetime Warranty" due to this one event and $1,100 hush money. We are also not going to agree to keep the way we have been treated by this company "Confidential". The way we have been treated by Interlock is absolutely unacceptable and unprofessional and other future customers need to know this before they have to suffer through a similar experience. To this day the real issue here has not been fixed, we still have a leak and Interlock has done nothing to address the the problem.
  
  
  We would be willing to sign your "General Release" document and resolve this current issue if and only if all these items will be corrected in the next "General Release" document...
  1) All words like "FOREVER" and "FUTURE" are removed from the document, ONLY reference this current leak throughout the document.
  2) Give us the $4,500 your contractor quoted to have the roof fixed by a professional roofer of our choice.
  3) Give us all of the roofing material referenced in your contractors quote for fixing the current leak/problem.
  4) Give us the $1,100 quoted to fix the interior sheet rock damage to our home.

  Business Response

  Date: 01/26/2023

  We previously responded to this customer complaint and visited this residence in 2022 to service the alleged leak. We understand that this leak was resolved. Then after further complaints from them we agreed to pay these customers $1100 so that they could fix the small area of interior plasterboard in the garage, but the terms of that payment were that they needed to sign and return the Release document we sent them. a photo of this area was sent to the BBB previously. They have either neglected or refused to sign the Release document and until that is done, we are not obligated to send them the funds. We will continue to respond to the same complaint with the same response.  

  Customer Answer

  Date: 02/08/2023

   
  Complaint: 17930529
  
  I am rejecting this response because:

  Again, the problem is Interlocks complete disregard and the facts of our roof leak.    This has been going on since 02-22-2021.  Our alleged leak and Interlock has never addressed the area of the leak on the cricket (against our chimney).   When they say that the leak was resolved, this is a complete fabricated lie.   Yes, the did offer to pay $1,100 for drywall damage in our garage, but only if we signed a release and forever discharge of any liability for future claims of roof problems on our house that is warrantied for life per Interlock.  We refused to sign their release document for that would give Interlock a way to void our warranty.  
  Here are the facts, we have sent them numerus emails and photos that the roof leaks.  The leak is at the cricket area that Interlock built and installed next to our chimney.  They have stated that they never installed the cricket and that is also a complete lie.  To this day they have never made a correct attempt to repair the leak on our roof, that is per our original contract, warranted for life.  This is a material and workmanship problem that Interlock created when they insisted on rebuilding a substandard cricket on our house, THAT HAS FAILED!
  
  
  To this day they have NOT properly fixed our roof leak.  Only a band aid fix of a couple snow guards and 16" of caulking that **** put on one edge of flashing.  Both attempts of repair have NOT fixed the roof leak.
  
  
  We stated before what needs to be done.  We will also continue to respond to the same complaint with the same response.   
  This is just terrible customer service from ******************** and NOT honoring their warranties.
  
  
  
  Sincerely,
  
  **** & ********************* & ******

  Business Response

  Date: 02/28/2023

  We've been to the home and were advised that the issue was resolved. We then agreed to pay for some minor interior damage to some drywall. As we are unable to resolve this issue for them, we recommend that the homeowners call their insurers - who will send out an adjuster to their home - and who then may in turn contact our insurers. This is probably the best solution at this point unless they wish to hire their own qualified 3rd party inspector to inspect this area of roof.  

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 17930529
  
  I am rejecting this response because:
  
  

  All that seems to be left to say..INTERLOCK ROOFING is an awful company to work with and they DO NOT honor their warranty.
  
  They are just playing a game with us. It appears that from the beginning of our leak problem, Interlock never had any plans on fixing their bad workmanship.  They seem to give their customers the run around until you just give up.
  
  
  Interlock has responded with a huge lie saying 
   We've been to the home and were advised that the issue was resolved.    They have NOT been back to our home and IT HAS NOT BEEN RESOLVED!     
  Extremely sad 

  
  Sincerely,
  
  **** & ********************* & ******

• Initial Complaint

  Date:07/08/2022

  Type:Sales and Advertising 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 hired this company to install a metal tile roof and also stipulated to have 2 skylights installed. We specified the location of the skylights to be in the middle of the living room one rafter apart from each other twice to the contractors. They cut and installed the skylights in the wrong place and when we found out we immediately notified them before completion of the install. Nothing was done and the install was completed. We had to make multiple attempts to contact the company where they had 2 people come out and take a look at the placement. Both techs agreed that the lights were in the wrong place. This is after several months. They came up with a compromise to move one of the skylights and said that it would cost $6000 but that they would only pay for half of it. So they are trying to get us to pay more for a mistake their company made. This is unacceptable. Both skylights are in the wrong place and they need to fix their mistake. After multiple attempts to get them to fix it they have now stopped communications with us. We have had to retain legal counsel to get them to repair their mistake. They need to move both skylights to the proper positions.

  Business Response

  Date: 07/11/2022

  Dear BBB,

   

  This case is currently in the legal process for resolution.

   

  Thanks

   

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