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:17/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  May 23 2025 - Integrity Roofing finally came to our home to install a brand new roof. Once completed, Taylor came to inspect the roof and deemed it satisfactory. They were recommended by many so opted to go through their company. I've come to find out that they installed the new roof without any starter strips. I have contacted them and are not responding to me at all. Our home insurance company explained that since they did not use starter strips when installing a new roof, they will not be covering our roof with home owners insurance because this was not up to building code. They knowingly installed my roof incorrectly and charged me $*** for this. We contacted the manufacturer of the shingles called ***** ******* and they explained that since they did not install it properly, it will negatively impact the performance of our roof. I am very upset because they are ignoring this issue that they did and are not responding to our concerns nor have they reached out to correct their mistake. * **** * ******* **** * ** *** *** **** *** **** *** ******** ** ******* ** ******* *** ***** ****** *** ***** *** *****

  

  Business Response

  Date: 01/07/2025

  Good Morning,

   

  We have returned and solved the problem. 

  

  Business Response

  Date: 04/07/2025

  Chantelle's complaint was that there was no starter installed. It is clear from Chantelle's image provided with her complaint that there in fact was starter isntalled. Canada builing code allows for starter shingles to be either manufactured starter, roll starter, or a shingle of the same quality as is being installed on the rest of the roof deck. In this case we installed shingles as starters. In any case, this was explained to Chantelle but she was convinced that she had "no" starter and wanted us to remove the starter shingles and install manufactured starter.

  We agreed to comply with Chantelle's request to remove all the shingle starter and install manufactured starter so that she would be satisfied. This was completed on June 24th, 2025. We have tried to reach out to her on many occasion to request that she update her complaints and reviews but she has not responded. 

  Customer Answer

  Date: 09/07/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  We had someone who is well experienced in building code and roof installation come and inspect the roof after it was done and was informed the "starter" shingle they used was installed incorrectly, and that an original shingle was used instead of the manufacturer starter shingle.

  I had contacted ***** ******* after the installation was complete because I had received an email indicating a warranty for the roof was submitted and to review documents. I called and spoke to a representative and she let me know that Integrity Roofing submitted an order that included manufacturer starter shingles, however those were not used when they came to install. I was then informed during the telephone conversation that ***** ******* was still waiting on the invoice from Integrity Roofing as it is an expectation to ensure all of their paperwork was submitted for warranty purposes.

  It was confirmed during this conversation that Integrity Roofing had specifically ordered manufacturer starter shingles but did not use them on my roof based on the order the representative had in their system.

  June 24 2025, two individuals from Integrity Roofing came to remove the starter shingles and had apparently installed manufacturer starter shingles. Had they used the manufacturer starter shingles that was ordered and that I was charged for, this would not have been an issue in the first place. 

  
  
  
  
  Sincerely,
  
  
  
  Chantelle ****

  July 11, 2025: Matter resolved