Complaints

This profile includes complaints for NorCan Roofing & Exteriors Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  NorCan Roofing & Exteriors Inc

  92 Caplan Ave Barrie, ON L4N 9J3

  
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  NorCan Roofing & Exteriors Inc

  Baysville, ON P0B 1A0

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:08/05/2025

  Type:Order 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.

  Norcan (****** *******) was hired to replace our roof. There was a history of ice dams in one specific section that we wanted to address, so Norcan agreed that they would pull up the roof plywood in this problematic area and replace/adjust the insulation prior to laying down the new shingles. However, once at the property Norcan decided, without consulting me, that because of the weather they would proceed to shingle the roof without removing the plywood as previously agreed. ****** later communicated to me that he decided they would address any issues with the insulation through the soffits on another day. Norcan never returned as promised to address the insulation issue. I have reached out by email, phone and text message on numerous occasions. We experienced another ice dam last winter and had water coming in on all levels of our house which caused damage. I would like ****** and his crew to return to address the insulation through the soffits as promised.

  Business Response

  Date: 12/05/2025

  Hi ******,
  Thank you for reaching out and sharing your concerns.

  To clarify, NorCan Roofing was contracted by ******, the
  restoration company managing your project, to complete a shingle replacement on
  your roof. We were not contracted directly by you for this. While you did express
  interest in having additional work done privately (specifically removing plywood
  and adding insulation) this was outside the scope of work authorized by ******
  and the insurance provider.

  At the time of roof installation, we encountered multiple layers
  of plywood, a detail that was not disclosed prior to the job. Addressing those
  layers, as well as undertaking insulation work, would have required separate
  approval and pricing, which was never confirmed. We originally said it could be
  done when we were on-site but then due to weather concerns and the numerous
  layers of plywood that was not disclosed this was not attainable at the time
  being. We agreed via text message to “connect in the spring” regarding the
  issue and we never heard back on the manner. So, we fulfilled our original
  contracted obligation by completing the shingle replacement only, from ******.

  
  The original work was completed in 2022 and we returned Oct 2023
  for private eavestrough installation almost a year later. No concerns about
  insulation installation were raised at that time.
  We understand your frustration and are willing to assist,
  but any further work such as insulation or soffit-related improvements would
  need to be quoted and scheduled accordingly.
  Please let us know if you'd like to move forward with a
  quote for the additional work.

  
  Kind regards,
  

  ****** *******
  NorCan Roofing

  Customer Answer

  Date: 12/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have tried to contact you numerous times to return to the property and address the soffit issue and you have not returned my phone calls or emails and are clearly avoiding my communications. The last time we spoke was in February and you said you were very busy right now but would return in the spring to complete this task. Since that time you have not responded to my communications. Yes, I also asked for you to do eaves work which you did complete but that doesn’t absolve you from not addressing the soffit and insulation issue as promised. You advised that you did not need us to be present to complete the soffit work and that you would address it but never did. If you are unable to return and fix this then I will need to hire another roofing company to do it and I will be looking to recover these damages from you.  I cannot understand why you would not honour our previous discussions and agreement.

  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 24/05/2025

  We appreciate the opportunity to respond to this matter.

  As a company operating heavily in the insurance restoration space, we have been navigating an exceptionally high volume of work resulting from this past winter’s severe ice storms and widespread ice damming. Our team remains focused on finalizing outstanding weather-related claims and projects, and while this has unfortunately impacted our response times, it was never our intention to ignore or avoid your communications. We understand the delays have been frustrating, and we genuinely appreciate your continued patience.
  We believe this situation stems from a miscommunication rather than any unwillingness to complete the work. To clarify, the soffit and insulation issues referenced were pre-existing and not caused by any work our team performed. As such, we cannot accept responsibility for any "damages" that were not the result of our actions. That said, while we do not believe the situation has been represented entirely accurately or fairly, we are willing to complete the remaining work as a gesture of goodwill in order to resolve this matter and move forward.

  We are not satisfied with how this has unfolded, and again, it was never our intent to neglect or avoid communication. We are prepared to return and complete the outstanding soffit work to bring this issue to a close. Please note that due to our current workload, it may be several weeks before we are able to schedule and complete this work. Our team will be in contact to coordinate scheduling as soon as availability allows.

  Thank you, 

  Customer Answer

  Date: 02/06/2025

  
  
  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.

  I understand from their response that they will contact me to schedule a time to visit the house and fix the insulation issue through the soffits as previously agreed.

  I understand from their response that they are busy but will complete the work in the next few weeks, which is acceptable. Please advise NorCan that we need this to be completed in June since the house is in use by others during July and August and we cannot leave it until the Fall and risk further water damage when the snow arrives.

  
  Sincerely,
  
  
  
  ****** *****