Complaints

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

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  SunFlow Roofing

  30 Quarry Ridge Rd Barrie, ON L4M 7G1

  
• 

  SunFlow Roofing

  7127 36/37 Nottawasaga Side Rd Clearview, ON L9Y 3Z1

  

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:24/10/2022

  Type:Customer Service 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.

  * **** ******** *** *** ******* ** ** ******** ****** **** *** **** ** **** **** ** ** ****** ** ***** ****** ****** *** ** **** *** * **** ****** *** *******.
  Basically, SunFlow took the money and never provided services and now claiming the money for kept for the provided estimate that was suppose to be free.

  

  Business Response

  Date: 01/11/2022

  Response Summary: 
  Thank you for making us aware of this client's concerns.  Unfortunately, returning this client's deposit would cost us considerably.  After having professionals visit this client's site 4 different times and investing all the resources of our office staff and project manager and all the related personnel and physical resources to sell and prepare for this project, we simply were not in the position to be able to return a deposit that had already been spent for this project.   Furthermore, we are not responsible to return a deposit when we were repeatedly asked to delay the project, never given the go ahead to install the project and only asked to refund the deposit after 1.5 years.
  Despite having no obligation to do so, we are still willing to credit this deposit towards this roofing project or another SunFlow project of equal or greater value.  We are willing to do this even though our costs have risen very significantly since the original contract was signed.
  
  Response Details:
  After reviewing our records, we see that he indeed signed a contract with us back in April 2019 and paid a deposit in May 2019, which was refundable for 10 days.  After 1.5 years, he asked for this deposit back.  In the first several months after receiving the deposit, SunFlow worked with the client repeatedly to try to assist him in getting some other work done (not SunFlow work and not what SunFlow was contracted to do) which he wanted completed before we installed his new roof.  Having 4 different visits from professionals is not cheap.  And this is in addition to all the investments of the off-site staff as well.  This other, non-SunFlow work was, to our knowledge, never done and we were never given the OK to proceed with re-roofing the client's house.  Since the 10 day refund period was exceeded by about 1.5 years, and since we were never given the go ahead to install the project, we are not aware of any reason why this deposit is owed back to the client.
  
  Even though we have no legal or contractual obligation to do so, we are still willing to credit this deposit towards the installation of his roof if he chooses to again enter into a contract with us to do so.  We would even honour his original, 2019 price, even though our costs and industry prices have risen by about 30% since he signed with us.  There is, however, a time limit on this offer.  The client would need to accept this offer in writing before November 30, with an OK from him to install the roof anytime between then and fall 2023.  We are also willing to credit his deposit against any other SunFlow service/product in that same timeframe as long as the purchase price is equal to or greater than the price of the roof he contracted SunFlow to install.

  Customer Answer

  Date: 02/11/2022

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

  In reply to the comments left by SunFlow Roofing, it was
  communicated to me that the $1200 deposit was for the replacement of the roof,
  not for visits to our house by contractor friends.  I had two initial visits from SunFlow Roofing
  – the first visit was the sales pitch and free estimate, and the second visit
  was to sign the contract and to agree to pay the deposit right away to secure completion of the
  work.  At the time, we had discussed a
  structural problem with one of the peaks at the front of the house and it was
  suggested to find out about possible repair prior to the shingles being
  installed.  He shook my hand and said he
  would be involved in every step until this project is finished and that was the
  last time I saw him.  He took the money
  and ran. 
  If SunFlow Roofing had a 10 day return policy for the deposit,
  perhaps they should have requested the deposit AFTER contractors known to them
  had assessed the issue with the roofline, as it was longer than 10 days for the
  visits to be completed, and to secure the work to be done on the roofline.   This would have protected us from PAYING for
  an estimate that was supposed to be free.
  The contractors that SunFlow Roofing sent did not provide
  any service other than assess the job at hand. 
  The first contractor required blueprints of the house, which I provided
  to him at my cost. He did visit initially to pick up the blueprints and another
  visit to return them and said that he was not able to read the blueprints, and
  was not interested in taking on this job. 
   A second contractor visited and
  commented that he normally works on larger homes and cottages and would only
  work with his own blueprints.  He also
  was not interested in the job.
  These contractors were to provide a FREE estimate.  I am not sure how this has resulted in
  absorbing the $1200 deposit I left with SunFlow Roofing.  I am not sure what service I received for the
  $1200 deposit.  I believe it is very rare
  in this business to have to pay for estimates, it should be part of the cost of
  business.
  The only reason it took so long to reach out to the Better
  Business Bureau is because of the games being played.  I received false promises, my phone calls
  were not being returned.  Had I known
  what kind of a **** that was being played, I would have taken this to court
  prior to limitation passing. 
  Inferring that I received any value whatsoever for the
  $1200.00 deposit is ridiculous.  The two
  contractors did not provide any service other than declining the work.  The deposit was savings towards the
  replacement of our shingles through hard earned money.  I did not receive any value.  I am no longer interested in dealing with
  SunFlow Roofing and do not want to receive any other products or services from
  them, I would just like to get the money back.  
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 07/11/2022

  The pertinent fact is that the contract became binding after 10 days.  This 10-day refund window was exceeded by 1.5 years, during which we were never given the go ahead to proceed with the work we were contracted to do.  Simply put, the deposit became non-refundable after 10 days.  The rest of what we wrote was just details offered as context for how the costs of doing business make it impossible to simply give back deposits indefinitely.  The refund is not being kept by SunFlow because of services rendered, but because the contract plainly states it became binding after 10 days.

  Customer Answer

  Date: 14/11/2022

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

  While I appreciate the 10 day right of rescission, I was
  trusting the professionalism of this company to follow through on their word to
  assist in having the structural issues looked after prior to having the
  shingles installed.   As per the previous
  letter, they provided the names of experts to assist with the roofline issues
  and they were well aware that shingles would not be done until a suitable
  contractor could be acquired.  As they
  had professionals that they worked with, they provided me with names of two
  contractors, however these contractors were not interested in the job at
  hand. 
  SunFlow Roofing did not warn me about the 10 day rule when
  they had me sign the contract.  They were
  fully aware that another quote was being sought for roofline issues from
  contractors they provided to me, and that this work needed to be completed
  prior to the shingles being done. 
  I did not feel like the scope of work could be completed as
  discussed with SunFlow.  After countless
  of calls for follow up were not returned to discuss next steps, Mr. M. appeared to be avoiding my phone calls. 
  When a conversation was finally had, I was informed that my deposit was
  no longer refundable.  There were
  variables involved with having the work completed and SunFlow was well aware of
  this. 
  No work was provided.
  No material was provided.
  SunFlow has taken my hard earned cash, it has now become
  their easily earned cash. 
  While they have offered to put this deposit towards future
  work provided by them.  I DO NOT have
  confidence that this will be a good experience. 
  There are extenuating circumstances in business and I
  believe this is one of those instances. 
  Do the right thing and return the deposit.  I will only think of SunFlow as **** *******,
  as they knew full well that the 10 day right of rescission was not going to
  provide sufficient time to gather information from their contractors, nor did
  they even attempt to follow up or suggest returning the deposit within that 10
  days when it was quite apparent those 10 days would come and go with the
  answers that were needed to complete the work.
  
  
  
  Sincerely,
  
  
  
  ***** *****