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:27/11/2024

  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.

  Ordered a metal roof valued at $11,499.18 and gave them a down payment of $5,000.00 . Had asked "my chimney be the same "Oh yeah , Well after only two days work , we're done by sun down. The next morning rushed to admired but to my dismay notice my chimney missing that "skirt" looking further to find more poor workmanship .Reported it and two employee showed up with in two days and told me the chimney flashing was their proper way .Then started showing some of the spot that is expose to the weather and after insisting they when up simply unscrewed the one trim slid it shimmed it and screw it back in while I took a few more pictures for my record .But did not fix the second part of the trim (have lots of pictures} . Could not see one section that would required a ladder and he stated don 't worry about it since you can't see it . The next day waited for a neighbor to hold my ladder to find more bad spots. Called him the next morning "this morning" and said there where no problem and to call when it leeks . I have lots of picture to back me up. Just want the job done right , then will pay my balance owing .

  

  Business Response

  Date: 06/12/2024

  The customer confirmed the project on October 21, 2024. The roof was completed on November 19, 2024 by the 3 man installation crew. They each worked on the project for 20 hrs for a total of 60 man hours. The customer reached out to us on November 22, 2024 to let us know there were a few things she was not happy with and wanted a site visit to point out the issues she felt existed. One issue she mentioned explicitly was that we removed the old chimney flashing and installed our own which did not look right to her. Between the project’s completion date and the site inspection, there had been an extended period of rain and wind. 

  
  A site visit occurred on November 26, 2024, by two of our most experienced employees. The chimney issue was identified to be old metal flashing removed from her round pipe chimney and was replaced with a high temperature silicone boot that was black in colour and not metallic. The old metal flashing that was in place previously, was for shingle roofs only and would not work with metal roofing, which is why we installed the correct boot type. Upon talking more to the customer to determine what about the chimney she didn't like, she revealed that it was in fact the colour, as the shape was similar to the previous metal flashing. The employees suggested that she could paint the silicone boot the same colour as the metal to which she said she had not considered this and she would sleep on it. The employee said that Walls Metal Roofing would even purchase the can of spray paint that she chose. The employees determined that since the boot was not leaking, this was a non issue and the employees moved on to the other issues brought up by the customer.

  
  The gap between two trims issue was determined to be an aesthetic issue only in that a person could see under the trims from the ground. What could not be seen was closed cell foam that would have blocked any weather intrusion. However, at the customer’s insistence, the employees detached the trim and moved it down in such a way that the “exposed” area was covered and reattached the trim leaving the trim bent to “close” it so no exposed metal edge is seen. 

  
  The customer also brought up to the employees that the metal panels overhung the edge of the roof. She could see the primed underside of the panels. It was explained that this is an intended installation method to discourage water from wicking up underneath the panels and causing water damage and leaking. 

  
  In one area of the roof, the roof starter trim was cut to accommodate the start of an existing wooden crown moulding trim. The customer said that the metal trim should not have been cut around the moulding but rather, ran over the moulding. The employees explained that this would have created a bump and a gap under the starter trim that would have allowed bugs, weather, etc to enter under the roof and this was the best alternative. 

  
  The customer also took issue with how 2 different trims were joined together and said that the trims should have overlapped differently. In speaking with the installation crew about this, the employee determined that the caulking was used appropriately to shed weather and due to the roof shape, this was an adequate solution. 

  
  The customer called one of the site visit employees on November 27, 2024, and during the course of the phone conversation, the site visit employee asked the customer if her roof had leaked during the storm that had recently occurred. She said no it had not. The employee told the customer that since it didn't leak, that meant no roof installation problem and that if it did leak in the future, she should call him at that point. She hung up on him before he could ask for pictures of the other issues she had seen after climbing onto her roof. The customer then immediately called an office employee directly (on his cell phone) to complain about the treatment she felt she had received from the site visit employee and threatened to ******* *** ****** if her complaints were not dealt with. A complaint was then filed with BBB on the evening of November 27, 2024. 

  
  The next day, on November 28, 2024, the customer again called the office employee (on his cell phone) to see if anything was going to be done about her issues with no mention of her filed BBB complaint. The office employee asked her to send the pictures she had taken so that the site visit employees could determine if they were problems that warranted another site visit. The customer sent 3 pictures to the office employee who forwarded them to the site visit employee. The customer  had told the site visit employee that she had climbed on her roof and taken pictures of some mistakes that she could not have seen from the ground, but no such pictures were sent. After review, it was determined that all three of the pictures were of minor aesthetic issues that were already addressed during the original site visit and had no bearing on the roof integrity and would be accepted on any other job. Currently the remainder of the bill is due and has not been paid. 

  

  Business Response

  Date: 20/12/2024

  Walls Metal Roofing was hired as an expert to install the customer’s roof. We have installed thousands of roofs all across the province in our 11yrs of business. This year alone, we have installed over 900 roofs. We consider ourselves experts on metal roof installation. The 2 employees that inspected the customer’s roof have been around since the beginning and have either looked at or been involved in the majority of the roofs we have done. When roofing installation crews have problems or new challenges, they call these two guys. They are the experts within our company. They could write the book on metal roofing installation.

  
  That being said, we would welcome any other BBB rated metal roofing company to inspect the job and give both the customer and ourselves feedback on how it could have been done. 

  
  As of writing this response, the customer is overdue on their bill by 14 days. As we have said before, we do not believe there is anything wrong with the installation. We believe the customer either realized they do not like metal roofing after the installation was complete, or the customer is trying to get out of paying the remainder of the bill. If it is the first reason, we feel bad that the customer realized this after the fact. We do want our customers to be satisfied with both the product and service, but that is not an excuse not to pay the bill. The second reason is absolutely inexcusable. If that is the case, the customer is trying to cheat a local business.

  
  As said above, we are happy to have other BBB rated companies inspect the job, maybe they will learn a thing or two from the installation. However, we will not allow the account to be left unpaid until the customer has decided they have gotten enough “inspections” by “multiple third-party businesses”. We are putting a hard date of January 31, 2025. That date will be more than eight weeks overdue and over 6 weeks from the time of writing this response. This should be more than a reasonable amount of time considering the holidays are right around the corner. By that date, if we have not been contacted by both the customer and “multiple” - by definition more than two - BBB rated metal roofing installation companies, we will pursue any and all of our options to recoup our unpaid invoice.

  
  In the event that “multiple third-party businesses” agree with the customer regarding the 3 pictures that were sent to Walls, and agree on the same alternative installation method, Walls will comply with said method and change the customer's roof to that alternative and expect final payment immediately. However, the “multiple third-party businesses” must communicate, in writing, their alternative method to Walls Metal Roofing directly, not through the customer. If Walls Metal Roofing disagrees with the alternative method, we will comply and use said method but will void our warranty on this project and expect full payment immediately.
  

  
  

  Customer Answer

  Date: 02/01/2025

  Dear BBB,

   

  Respectfully accept this Amended Response in place of the most recently submitted Rejection as follows:

   

   

  Unfortunately, the most recently proposed Resolution is rejected as per the following:

   

  A Third-Party Inspection had been conducted 12/18/2024, another Inspection anticipated for 12/23/2024 by an alternate Third-Party had recently been postponed to the near future.

   

  *** ********* *********** *** **** *********** (est. 2005) conducted a Residential Roof Inspection (attachment: conquerall mills roof (2).xlsx) on 12/18/2024 with the following credentials:

   

  ****** ** *** ******** *********** ** **** **********,

  ********* ****** **** *******,

  ******** ******* **********, and

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

   

  The aforementioned Inspection led to the following findings (furthering the Claim as cited in the previous Rejection):

  (Review the attached Inspection Report with photos provided by *** ********* *********** and Home Inspections for further details.)

   

  Inappropriate gaskets utilized on all Eaves allowing insects and possible water penetration.

  Silicone installed on the Chimney Boot but not around the entire perimeter.

  Inside corners of End Trim done poorly & not fitting tight (multiple locations).

  Upper Gable End Trim in 2 pieces resulting in +/- ½” rise (multiple locations).

  A screw left installed (in Panel Ridge) on an angle with a dab of silicone put on it.

  Large gap between Roofing and End Cap (multiple locations).

  No Cricket installed behind the Brick Chimney; penetration possible from water & snow.

  Top End Cap does not overlap Lower End Cap, relying on silicone to stop water penetration which will deteriorate over time.

  Original Asphalt Shingle Drip Edge removed from sections of Roof, but not all.

  Loose Return piece on rear of House.

  Large gobs of silicone where Ridge Caps intersect.

  Loose Lower End Cap on the left side rear of House.

   

   

  On 12/28/2024 it was noticed that the Metal Chimney is no longer level (attachment: C10(2).jpg) resulting from inappropriate reattachment of Chimney Braces.

   

  Trim installed in multiple locations with large gaps and even loose pieces (examples of but limiting to - attachments: IR13.jpg, IR07.jpg, IR12.jpg) preventing “… achieving watertight installations … ensures not only water resistance but also imparts a refined and polished look …” as stated on Walls Metal Roofing Inc.’s website.

   

  Eave Screw Patterns in multiple locations (example of but not limiting to - attachment: C01(2).jpg) are not in accordance with ** ** ****** ******* ******** Installation Instructions (attachment: Fastening.pdf).

   

  Screws installed through angled sections of Trim in multiple locations (example of but not limiting to - attachment: IR10(2).jpg) appear to be without compressed washers which can allow leakage to occur around the Screw Shaft as cited on page 4 of ** ** ****** ******* ******** Installation Instructions.

   

  Screws adjacent to the Brick Chimney (attachment: IR08(2).jpg) appear to be overdriven dimpling the Panel, page 4 of A. B. Martin Roofing Supply’s Installation Instructions cites that the aforementioned will cause the Panel to leak.

   

  While reviewing ** ** ****** ******* ******** Installation Instructions the questionable use of Impact Drivers (example of but not limiting to - attachments: R03(2).jpg) raises concerns as for proper application they are not recommended for powder coated or any wet painted Fasteners and may void Panel Paint Warranty also.

   

  Walls Metal Roofing Inc. is requested to conduct an Inspection (weather permitting) of all Fasteners providing a Statement of Account detailing the findings and corrective actions taken within a timely fashion.

   

  Considering/not limited to, the provided Inspection Report, questionable findings throughout this response, Provincial/National Building Codes/Regulations, and ** ** ****** ******* ******** Installation Instructions/Recommendations, Walls Metal Roofing Inc.’s stated acceptance of Inspections solely conducted by BBB affiliated Metal Roofing Installation Companies are deemed inconsequential.

   

  With the anticipation of another Third-Party Inspection to be conducted in the near future (further verifying Walls Metal Roofing Inc.’s workmanship) the date of 01/31/2025 cited by Walls Metal Roofing Inc. in having Inspections completed/provided is appreciated and may be adequate (weather permitting) considering the time of year.

   

  Copies of all completed Third-Party Inspection Reports and Proof of Receipts will be provided promptly.

   

  Walls Metal Roofing Inc. is also requested to determine (simultaneously submitting a written Statement of Actions) then complete all corrections/replacements/repairs in accordance with Provincial/National Building Codes/Regulations, ** ** ****** ******* ******** Installation Instructions/Recommendations and all statements made on Walls Metal Roofing Inc.’s website in a timely manner.

   

  Full payment will be made accompanying Third-Party Inspection verifying the completion of corrections/replacements/repairs as aforementioned (respectfully excluding all Inspection Costs) without Void of Warranty.  Considering Walls Metal Roofing Inc.’s claims versus the concerns raised; Third-Party verification is believed to be accommodated/necessary.

   

  Respectfully review all Attachments and Considerations.

   

  Cooperation and patience are appreciated throughout this Claim.

   

  Sincerely,

   

  A**** *****

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

  Merry Christmas & Happy New Year