Complaints
This profile includes complaints for Charleswood Roofing's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/10/2024
Type: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.
To give context, in July 2021, I used Charleswood Roofing to change my roof with a 6 year warranty. This summer, the roof was leaking in my ceiling and there is damage that happened to the ceiling and water was dripping from it from the rain and the hail. They (the company) were not able to fix the issue because it is still happening whenever it rains, even though its still under warranty. They asked me to open a claim with my insurance company which I did. The insurance company hired a third party to check out the roof and they found out that there is some poor installation which led to the leak inside my house. They asked Charleswood Roofing to come and fix it before the fall comes, but unfortunately, they refused and ignored and rejected the insurance report (which happened upon their request). I contacted the owner John so many times and never heard from him back. Also, sent several emails and received no response till now. So I am asking for a full repair of my roof and the ceilings inside. ******** ** **** ********* ** *** **** ********** ****** **** *** ***** ***** *** * **** ******** **** ******** ** ***** *** *** ***** ********* **** *** ********* ****** *** ** *****
Business Response
Date: 11/10/2024
In response to Ms ********** claims, we have been in communication regarding the leak. What was found to be the cause of the leaks, were hairline cracks in the vents. This is in no way a workmanship deficiency and the cracks are believed to be related to the hail storm that has caused damage to other homes in the area.
We have been in recent communication with the insurance adjuster and hope to come to a resolution soon.Customer Answer
Date: 17/10/2024
Complaint: ********
I am rejecting this response because:I got the same reply from the Company a few weeks ago in my email and the company still neglecting their responsibility towards their customers. *** ******* ******** *** ********* ****** *** **** *** ** **** **** **** **** *** ****** ******* ***** **** **** **** * ****** *** ** *** ** **** ******* ** *** **** ******** I phoned the insurance company and the insurance company told me that Charleswood did not get back to them as they promised. every time it rains, the roof situation is getting worse and they know that very well, and they didn't take any action. That's why any damage that happens until they come and fix it, will be under their charge/expenses regardless how much it will cost. Remember, I still have a warranty that covers 6 years.
Sincerely,
Rania ********Business Response
Date: 23/10/2024
We have spoken with the insurance adjuster this morning and will be sending a representative out once more to document the hail damages found and provide to the insurance company. Unfortunately when dealing with multiple parties, these matters take time, and as stated, we are committed to assisting with a solution in this matter.
While we do have a 6 year warranty on our projects, this warranty is limited to workmanship. Hail or other weather events are not covered by our warranty. As noted in the 3rd party report from the insurance company, no workmanship deficiencies were identified on Ms. ********* roof.
Initial Complaint
Date:17/10/2022
Type: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.
April 27/22 paid $2,798.27 deposit for work contracted for eaves, siding, soffits and window cladding. Promised work to be done May 16/22, no show, no phone call by company.
Over 13 Follow up calls from us to company resulting in no return calls.
In person visit on Sept 12/22, after calling office to find they are closed for the season, had discussion with General Manager on site that due to supply chain issues our project was delayed and we on 1st of list of 50 house waiting for supplies.
Sept 29/22, phone discussion with General Manager stated we are 3 houses still requiring work to be done due to supply chain issues even though we we 1st of 50 houses on Sept 12/22.
Oct 5/22 left message, no return call.
Oct 6/22, left message no return call so sent email to: ***************.
Oct 7/22, email from Ben ********, Exterior Manager stating “ We ordered your materials in the spring, and after inquiring once again earlier this week the manufacturer said they will be on the truck today(Friday) and should be arriving next week. ”
No follow up from Ben on this email exchange.
Oct 14/22, email to Ben stating we have not heard anything. Received this reply “I did get word back from the supplier on Thursday. They did not receive the trims in Winnipeg yet, but promised to have them end of next week.” I requested the name of their supplier and no response back.
We have requested a refund of our deposit based on the fact no effort at all has been made to complete the project and no contact with us unless we pushed relentlessly to go seek someone out at their place of business .Business Response
Date: 19/10/2022
In regards to the project at ** ********, we have been working diligently with our supplier to get material in for our projects. We, as many industries have this year, have had significant delays in products from our suppliers. Unfortunately this is out of our hands and we are frustrated by it as well. We have requested a delivery date from our supplier on multiple occasions but they are unable to provide one.
Of note, the customer had also contacted us for a roofing project, which was done within a month of a confirmed contract. We strive to complete all projects in a timely manner, unfortunately, when we do not have the material, we are unable to do the project.
In regards to the comment that we are closed for the season, we do not close, with the exception of Christmas shutdown. We have, also like many industries, struggled with staffing this year. For that reason, we have informed our customers to call before coming to our office. At this time, we are open Monday, Wednesday and Friday.
A check in the amount of $2,798.27 will be dropped off in the customers home mail box on October 19th. This is a refund for the amount of the deposit paid and the order for materials will be canceledCustomer Answer
Date: 20/10/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
Sincerely,
Christine *******
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.