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Business Profile

Roofing Contractors

BestWest Group
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:02/11/2022

    Type:Customer Service Issues
    Status:
    Answered
    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.
    BBB, Please help me to have warranty for the NEW chimney cover


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

    Business Response

    Date: 16/11/2022

    Hi ******/BBB Dispute Resolution,

    We had an open dialogue prior to this BBB complaint, but if
    you’d rather correspond here that works well for us too. To give the BBB
    Dispute Resolution team insight into the complaint I’ll add a brief history of
    events. In 2019, BestWest was hired by ****** to replace his roof. During the
    project, ****** had several complaints. By the end of the project, it was to
    our team’s understanding that all matters had been addressed, and ****** paid
    his invoice. In 2020, BestWest was hired again, this time to replace his
    chimney cap. It was a good decision because his existing cap he had at the time
    was very rusty, and it was likely to fail eventually. The new chimney cap was
    installed, and once again ****** paid his invoice. Fast forward to this autumn of 2022,
    ****** contacted me to say that he had someone on his roof and that they took pictures
    of his chimney cap. He noticed in the images that the top of the cap was flat
    and did not have a cross-break. He asked me to replace it. I asked ****** if he
    had experienced any water ingress issues, or other functional performance
    issues with the cap, and he said no. In review of the original design of the
    chimney cap, I confirmed that it was indeed supposed to have a cross-break, but
    the one installed did not. To offer insight, a cross-break helps to drain water
    off of the cap, to prevent standing water. I had a tech onsite during my
    communications with ******, to review the state of the chimney, and to take
    measurements. Even though there appears to be no functional issues (No leaks,
    no corrosion), technically the cap wasn’t made as ordered with the cross-break,
    therefore; I offered ****** two options. Option 1: Full money back ($250 plus
    GST) Option 2: Replacement with a new chimney cap. For the replacement option,
    all specifications will be the same as the existing, except that it will
    include a cross-break. Color, gauge, size, and warranty-term (expired Nov 3,
    2022) will be the same. I believe the issue ****** has, is that the new unit
    will not restart to a fresh 2-year term. It is our company policy to honour our
    workmanship when within term, but not restart new warranty terms on
    repaired/replaced items. Since ****** made a claim prior to the expiry of the
    warranty term, the options outlined above are still available, but BestWest is
    not prepared at this time to restart a new warranty term.

    For reference, I have included:
    Images of the old rusty
    chimney cap
    Recent pictures of the
    chimney cap that was installed in 2020
    Text message of the
    offer to receive refund/replacement chimney cap

    If you have any further questions, please don’t hesitate to
    contact me. Thanks 


    Brock
    Maglio – President
    BestWest Group Enterprises
    Office: 604.779.5317
    Mobile: 778.997.7271
    www.bestwestgroup.com

    HIGHER STANDARDS SINCE 2001

BestWest Group is BBB Accredited.

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