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:08/11/2024

  Type:Billing 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.

  I hired Citadel Exteriors a year ago, they replaced my shingles, noticed a draft in the middle of the house and asked Dave ****** to check the roof. He came over and told me to have the soffit and fascia done. On Sept 23/24 I hired him to replace the soffict and fascia. He did not check the roof. Dave provided a work order, ********, "material and labour" with the total amt including GST. The order indicated start date 1-2 weeks they started at week 5. I was home when the workers arrived over a period of 7 days. I asked questions including "Did you remove anything?" the answer was "No everything went over." Downspouts and eaves were not removed I watched to see if that happened and it did not. The workers materials were left in my back yard for a period of 6 days. (7 ladders, work horse, the cladding, air compressor everything) * **** * ******** Dave ****** phoned me Nov 7 from my yard he had the invoice requesting payment. Work was not even completed yet. Workers were to come back the following Saturday November 9. I told him at that time about the unenven corner fascia, and the work that was yet to be completed. ** ****** *** ****** *** ****** **** **  I asked again for the roof to be checked he refused. Said didn't have a ladder long enough ** ********* ******** * *** *** ** ******* *** ** ***** ******** ***** *********** * **** ** ** * **** *** ******** ******* ** ******* ********** He called again I mentioned On the work order I was charged for product and work that I did not receive. He initiallly told me about a piece of wood that would be installed and specially made at the gable so the soffit would lay flat. It was not done yet included in my bill. He charged me for extra wood that was not installed. I was charged for removal and replacement of eaves and downspouts, yet absolutely nothing was removed from my house. I requested my bill to be reduced to reflect this. Again he refused, ****** ************ ***** ** ******** *** * **** ***

  

  Business Response

  Date: 08/11/2024

       Firstly, Sharon hired us a year ago to replace her shingles following a warranty claim which was done a year ago which has nothing to do with the work that we provided recently which was to install fascia and soffit cladding on the house. Sharon asked me about  a draft in the middle of the house which I noted could be coming from the chimney. She asked me to check the roof but I did not have a 2 story ladder to get up there. I tried to explain that the shingles are not what would be causing the draft at which time she got agitated with me, ****** **** ** *** ********** *** *** *****(***** ** *** ***** ** ***** ** ** ****** **** * ********* ***** ***** **** ** *** ***** ** ********* *********** ** ** ***** ******* **** * **** *** ***** *** ****** *** ********. ************* *** ********** **** **** **** *** ****** *** ****** **** ********** ********** *** *********** **** *** ******* ** ** **** the estimate that I gave or the work to be performed, which was to install fascia and soffit cladding over the entire exterior of the existing wood soffit and fascia. We were to re use the existing eaves and downs as they were also newer. I had discussed with Sharon at the time of the estimate that we may need to replace the wood on the east gable as it had loosened up.(that side was 44ft and would she would have been charged $**** per lineal foot if needed.as noted on the estimate) It turned out that the wood was solid and just needed to be refastened which saved her approximately  $*** in wood repair for that side. It was also discussed that we would either remove the gable trim or strap the fascia to provide a factory finished fascia on the gables for a cleaner finish, We removed the gable trims on both sides to accomplish that look.                                                                                                                                                                      Moving on, Sharon had asked if we removed everything, and I replied that we do not remove the fascia and soffit wood as the cladding is adhered to the existing wood on the dwelling and forms the base of what the cladding is adhered to. Maybe there was a misunderstanding as to how the product is installed on her behalf.  The crew leader, Lenny, had a serious health issue, ****** ****** ** ************** ******* which prevented him from finishing the work that he had set out to do. ***** *** ******** **** ********* ** ****** *** **** *** ***** **** *** *** ** *** ** ***** ******* **** ******* *** *** **** **** ********* ***** ********** ** ************** **** *** ** * ********** *** *******   Sharon also noted that the eaves and downs were not removed, but again, the eaves have to be loosened off for the fascia installation because fascia goes behind the eaves and then are refastened. Sometimes the downs may be loosened off and refastened during the work also but this doesn't always need to be done,(more likely when replacing siding usually)At any rate this work was included as and where required obviously to complete the work.  I did stop by the house since I was in the area Nov.7th and did leave an invoice since I knew that the bill would not have any extra expenses from the original proposal. I did note that we would come back to attend to a few items that were not completed to satisfaction but were taken care of today Nov8th by Lenny and Tyson in the presence of Sharon today. I left a message with Sharon today but she has not returned my call. I will inspect Nov 11th and see if everything is completed and reach out to Sharon again. 

   

  Customer Answer

  Date: 12/11/2024

   
  
  ****** ******** *******
   
  
  I have reviewed the response made by the business in reference to complaint ID ********, Citadel Exteriors, Dave ****** came by and after further discussion offered a slight adjustment to the bill. I accepted the adjusted bill and paid. ** * ****** * ***** *** ********* ** ** ******** **** **** ******* ****** **** ************ ** ***** ********* *** ** *** ***** *** ** *** ***** ** *** ******** ***** ******** ** **** *** ** ********* **** *** ****** ***** ******* ** *** *** **** **** **** * **** *** **** * *** ***** ** **** * **** ********* ** ***** *** ***** *** ** ***** ** ******* *** ***** 
  
  Regards
  
  Sharon ********

  

  Business Response

  Date: 13/11/2024

  The only way I would have got paid was to give some sort of discount on the bill. The quote was for a factory finish gable fascia which would either require a strapped build out or the removal of the gable trim, which was included in the work scope. At the time of the estimate it was thought that fascia may need to be replaced but it only required refastening. If this was required it would have been an additional $**** per lineal ft for the replacement. I explained that the strapping or gable trim removal was included but not the fascia replacement which is clearly stated as an extra. I explained that the crew charges me a $1 a ft for strapping or gable trim removal so either way it was a cost built in to the quote. For some reason Sharon felt there was a cost saving she was entitled to. So I made an out of pocket concession to get paid.  As for the roof inspection, I had to put my ladder on top of my truck in order to get up there and it was in perfect condition. Sharon's request was odd, citing that her house is drafty in the middle and she felt it had to do with the shingles. Shingles have nothing to do with a drafty house but what could I say.. I just wanted to get paid for our work and the only way to do that would be to do whatever she wanted, ***** ******* ** ****    When I talked to Sharon in person yesterday, I was nothing but calm and cordial, going thru the paperwork and explaining the work details ad nauseum.

• Initial Complaint

  Date:10/11/2022

  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.

  I hired Citadel, Dave ******* to roof my home Sept 14/21. I paid $ 2,457.00
  In the process, an employee, Rick brought to my attention that my garage needed re-roofing.
  I never received a formal contract for the garage. I dealt with Rick who explained they were replacing a strip of roof, applying a membrane and new shingles. I was quoted $ 1700.00 plus gst.
  When completed, I received a scribbled invoice from Dave ******.
  I questioned an extra 50.00 added to my invoice but he was ******aggressive and I never understood what the extra charge was.
  Nov 10/21 I paid T- $ 1,837.50
  This spring I called the salesman Bruce because my garage gets a pool of water on my cabinets, counter and laminate floor since they did my roof.
  And I’m concerned about the damage caused.
  Bruce requested I send him photos which I did. When he came to my home and he spoke in circles, not really knowing what to say. Before he left, he asked me to keep an eye on it to see if there was any future water issues. Today, I had a pool of water inside my garage. I called Bruce the salesman who did not answer my call. I then called Dave ******. When I introduced myself , he ******aggressively told me I had no right calling his personal cell phone. When I mentioned the water, he aggressively yelled at me , telling me I didn’t want to pay for membrane ?!??
  I lost it on him because that was an outright lie because the worker Rick had explained that they were using membrane and that why my cost was so high. Dave ****** **** ** ** ***** **** *** he was blocking my number.

  ** * **** * ******** ********** My first phone call regarding water in my garage was Aug. 29/22 (When the salesman came to my home) Since being falsely accused by Dave ****** of not wanting to pay for membrane, I had my garage checked yesterday, to check if it had been installed . Yes, the membrane is present. I also have noticed water running down my wall from the roof . It has damaged my flooring in that area and destroyed a framed photo I had mounted on the wall. How do I resolve a leaking issue of a newly installed roof when the owner tells me ** ** *** *** not call him ?

  

  Business Response

  Date: 14/11/2022

  Shelley was given three options of which route she would like to choose when redoing the roof of her garage and lean to attached to the shed. The least expensive option was an option that does not carry a warranty which was an ice and watershield and shingle option. This was explained to Shelley. The other two options where Flat roofing options which were the Peel and stick flat roof roof membrane which was option 2 and the best and most expensive choice was the Torch on membrane application which was also explained to Shelley but not chosen. Shelley changed her mind several times about whether she wanted the whole garage done, she sent the crew away at least once, she wanted extra things like drip edge at the eaves, then the gables, but did not want to pay for those extra items. We ended up not charging her for the eaves flashing and did charge her for the gable flashing. In the end she chose the cheap route with no warranty on the product but we have still attended to see what her concerns are and will reattend in spring to hopefully determine if we can stop this presistant leak that was also there from before. Bruce has been dealing with her from day one and has explained this to her ad nauseum. I apologize for the way I spoke to her as I was in the middle of a traffic situation with a trailor at the time she called as she was completely belligerent and screaming at me. My cell is strictly for contractors and personal and she was not authorized to  call that number. ******* *** *** *** ****** **** * ****** ****** ** ** ** **** ******* ** **************

  Customer Answer

  Date: 17/11/2022

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

  I was never given any options, other than recommendations by Rick to correct the issue of previous leaks. He explained the membrane that was going to be used would prevent further issues. He explained the extra cost of the membrane to justify my $1,700.00 quote. I was Never given any verbal warning of no warrantee, or I would have not agreed to the job and/or the seemingly high cost. There was not anything or any occurrence to change my mind on anything. Everything seemed straight forward.  I had Never sent the two workers away. When they had showed up on the scheduled day, it was late and going to be getting dark. I happily agreed with them that it was too late in the day for daylight to work. **** ****** *** **** *** ******* *** *** **** ** *** ********* *** *** ** ***** ****** **** ******** ********** I *** ******** *** *** *** ***** *** patiently waited for them to return after the weekend. I had Never asked for anything......."extra things" ! I already had newer drip edges and facia.  I did not and would not Ever ask for anything for free,  as I am in the construction business as well, (and that would be inappropriate , even for anyone who didn't know any better.)  I am not aware of any flashing, which has never been mentioned before. I am not "cheap" and would NEVER choose a 'Cheap route' AND 'No Warrantee' for any contracted work.  I am only involved with quality products and quality workmanship at fair pricing, with my business and business dealings. The previous water leaks were addressed by Rick and the only reason for hiring them for the garage roof.  Bruce the salesman did not deal with me regarding my garage roof. Therefore, I never received anything in writing plus trusted Rick at his word. I texted Dave ****** May 9, 2022 to politely inform him that my roof was leaking after a rainfall. He never responded. August 29,2022 I called Bruce the salesman. At his request, I sent him photos. When he came out, he  displayed  nervousness or uncomfortable and dumb-founded; he spoke in circles (which didn't translate to anything that made any sense or logical) trying to imply that it was a 'one time incident' and to keep 'an eye on it' , "but it probably won't happen again" !  I was never belligerent to Dave ****** when I called him this November. He was screaming at me, and very angry that I called. When he accused me of not wanting to pay for a membrane, I was shocked and screamed back with two words;  *********' *** ***. **** ** **** ** **** ** ** ** **** *** ** *** ***** ** ***** ** ***** ******* Previous to calling Dave ******* I called Bruce who did not answer or return my call regarding the major roof leaking again, as well as a newly discovered area. At the time the roof was completed, I immediately noticed the whole length of my newer drip edge on the south side was bent and rippled from their ladders. They tried to sell me a replacement but I accepted at my request, for the workers to unbend the areas the best they were able to. I have always called Dave ****** cell, the first time being my request for a quote for my house roof, which they did, and was well done to the best of my knowledge.

   

   

   

  
  
  
  Sincerely,
  
  
  
  Shelley Grahame

  

  Business Response

  Date: 17/11/2022

  Firstly we are coming back in spring to follow up on her capitulation issue on her roof. This ice and watershield and shingle combination is not warrantied because of the slope and other processes were to much money for Shelley so what we are providing is goodwill on labor work done. Bruce, Rick and I have explained this to her probably ten times now. Shelley was given the options, but she acts like she doesn't understand. If Shelley chooses to continue to be belligerent or verbally abusive we will not deal with her. We accommodated her, gave her price breaks, and were sent away when wanting to do the job, and she changed her mind on the job details 4 or 5 different occasions in the course of a job which I agreed to do as a favor to an acquaintance.   

• Initial Complaint

  Date:14/08/2022

  Type:Product 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 had the roof done in 2020 both on the house and the garage. When the work was completed I called Citadel
  and complained that the shingles were hanging over the roof and were not lined up on the house or the garage and when it rained the water was running over the sides of the corners onto the ground around the foundation and not in the downspouts. We checked and found the shingles were doubled up at the edges of the eaves
  and the shingles were hanging into the eave troughs. Also the troughs were filled with left over nails & shingle pieces. I called the owner again last year and he came out and said they could not trim back the shingles but did not offer a solution. I work my self full time and do not have time to keep calling.
  i have called again this summer and they do not call back. We would like to have this resolved as soon as possible even if this means they have to replace the roof.
  thks Sandy ********* 

  

  Business Response

  Date: 17/08/2022

  The overhangs that are in question are straight and consistent and trimming them back would detract from the ability to protect the fascia and will not look as consistent and straight. I am not willing to deface the workmanship or cut it back and make it less functional to find the customer doesn't like it or it's not as straight. Many contractors are using a bigger overhang on the new homes and retrofit now as well. The gables and eaves are double layered with a starter row. This is a standard roofing practice as well and no alteration should be made to those areas. I believe we came back to clean out the eaves again but could double check.

  Customer Answer

  Date: 19/08/2022

  
  
  I have read their response and I am not satisfied. The shingles over the edges are sloppy and not straight. When the work was first done Citadel came back to check and said
  
  themselves that the job was not done correctly but offered no solutions. They did not clean the eaves as I had to call another company to do this.
  
  The main point of this as I said earlier is with the eaves not being lined up with the roof line is causing water to run over the side of the house and not down the inside of the spouts
  
  like it should. The back corner is not tacked down and when it rains the water is running on to the ground close to the foundation.
  
  This is not acceptable and would like like to have the work re done or my money back so I can pay someone else to do the job properly.
  
  Thank you
  

  

  Business Response

  Date: 22/08/2022

  In response the shingles are not sloppy and crooked. If you want I can recheck the eaves for debris. The roof overhang is not any concern of rain coming near the foundation. A shorter overhang would cause water to be that much closer to the foundation anyhow. The roof properly sheds water and the rain will hit the foundation from whichever way the wind blows regardless