Complaints

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

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  Rainbow Roofing & Renovations

  151 Reiss Road Carp, ON K0A 1L0

  
• 

  Rainbow Roofing & Renovations

  6206 Perth Street Richmond, ON K0A 2Z0

  

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:06/06/2025

  Type:Order 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 Rainbow Roofing to perform a full roof replacement. The quote was signed on May 15, 2025, and the work was complete on May 28, 2025. As of today, I have not paid any amount, as I am still waiting for a final invoice and resolution to serious concerns raised.I chose Rainbow Roofing based on direct assurances from the owner that only their in-house certified installers would complete the work. This assurance is supported by language on their website, our certified roofing installers, Nobody installs roofs better than us, etc. However, the work was completed by subcontractors from Cuddy Roofing, without my consent or prior knowledge. This misrepresentation impacts my confidence in the workmanship warranty, manufacturers warranty, and undermines my confidence in the overall quality of the work. I specifically chose Rainbow Roofing due to their reputation, as communicated by the owner and as evidenced on their ********** addition, the subcontractor caused damage to interlock around my garage and to drainage piping in my backyard. I had expressed concern about protecting interlock in advance, yet adequate precautions were not taken.I have provided photographic evidence and outlined my concerns in writing on 3 separate occasions. Each time, I asked for written responses to my complaintsyet they failed to address any of these points. Despite multiple requests, they will not send me any invoice, even though issuing a final invoice is a standard business practice once services are completed.I am seeking:1.A written response addressing all my concerns 2.A revised invoice reflecting a fair price adjustment 3.Confirmation of warranty validity 4.Payment instructions once the above are resolved Because Rainbow Roofing refuses to respond to my reasonable concerns, I cannot reach an amicable solution. I respectfully request BBB assistance to obtain the answers to my questions before finalizing payment and assurance that the work meets the standards promised.

  

  Business Response

  Date: 08/06/2025

  Dear *****,
  I understand your concerns regarding the quality of work done on your property, and I apologize for any inconvenience this has caused. I want to assure you that we stand behind the quality of our work and are committed to ensuring your satisfaction.
  1. A written response addressing all concerns
  As per our records, the project has been completed as per the original scope of work and agreement. Our workmanship warranty, which covers your project for *************************** the industry. This warranty provides you with peace of mind, knowing that we guarantee the quality of our work. The work was done under the guidance of our authorized professionals and meets all contractual requirements.
  Let us review the damages claimed together and agree on path forward.
  2. Confirmation of warranty validity
  In addition to our 20-year workmanship warranty, the manufacturer's warranty will cover you for materials, labor,tear-off, and disposal for an impressive 50 years. This comprehensive warranty provides you with long-term protection and assurance that your investment is protected.
  3. Invoice Related
  We have attempted to meet with you on two occasions to discuss your concerns and provide assurance. A copy of the invoice is also mailed to you. We value open communication and are willing to work with you to resolve any issues. However, we also need to ensure that our team can fulfill their obligations while maintaining a safe and respectful working environment.
  4. Payment instructions:
  We would appreciate it if you could settle the outstanding payment as per the original quote, which is now overdue. Prompt settlement would be greatly appreciated and would help us maintain a positive working relationship. We accept e transfer to ******************************************************************************************************* or by cheque addressed to Rainbow Roofing and renovations.
  If you would like to discuss your concerns further or arrange for payment, we are more than happy to schedule a meeting at your convenience. Please let us know a suitable time and date, and we will make every effort to accommodate your schedule.
  In the meantime, I want to reassure you that we are committed to upholding the terms of our warranty and ensuring that your project meets the highest standards. If you have any specific concerns or issues, please don't hesitate to reach out.
  Thank you for your understanding and prompt attention to this matter.
  Best regards,

  Customer Answer

  Date: 09/06/2025

  Complaint: 23435272
  
  I am rejecting this response because:
  
  

  Dear Hemant
  
  Thank you for your prompt response via the BBB portal and for mailing the invoice. 
  
  I appreciate you addressing the 20-year workmanship warranty and the 50-year manufacturer warranty, and I remain committed to fulfilling my payment obligations once my specific concerns are resolved.
  
  However, some core issues still require written clarification, as outlined many times before:
  
  
  1.Subcontractor usage:
  
  Please explain why Cuddy Roofing performed the installation, despite assurances that only Rainbow Roofings in-house certified installers would be used. These assurances were given to me by you personally and are clearly advertised on your website. Once again, the value proposition of choosing your company over another largely rested on this guarantee. 
  
  Additionally, I was informed by the crew on site that all workers belonged to Cuddy Roofing. So, I fail to understand how their work can be guaranteed to be carried out under your instruction, while no Rainbow employee is present to supervise. Please explain this. 
  
  This misrepresentation forms a large part of the reasonable justification I am making to adjust the price on my invoice accordingly, to reflect the services I received, not the services I was promised. If I wanted to have Cuddy Roofing complete this project I would have hired them.
  
  
  
  2.Warranty applicability:
  
  Confirm how both the workmanship and manufacturer warranties apply, given the installation was completed by subcontractors, whom to my understanding are without documented manufacturer certification through *********** Landmark. 
  
  If in fact they are certified through the shingle manufacturer and this would uphold the 50 year warranty, I believe in this instance, it is reasonable that I should be provided documentary evidence to support this claim.  
  
  For clarity, I need direct assurances to the following questions:
  
  
  2a. Do you, Rainbow Roofing, guarantee the 20 year workmanship warranty through your company, even though the work was completed by employees of Cuddy Roofing?
  
  2b. Will *********** Landmark (shingle manufacturer) cover the warranty, since the installation was completed by Cuddy Roofing not Rainbow Roofing? I need documentary evidence to support this.
  
  Please address these concerns directly. 
  
  
  
  ********** damage:
  
  Outline your plan to compensate for the chipped interlock stones and crushed drainage pipes, referencing the photographs I submitted. Despite plywood being placed in front of the garage, we still observed impact on the stones underneath.
  
  

  
  4.Revised invoice:
  
  I am asking for a revised invoice reflecting a reasonable adjustment to account for these issues, namely misrepresentation of services and damage to property. 
  
  
  
  Regarding the need to meet. As evidenced in my many prior correspondences (provided to BBB for reference), I have not requested discussion in person once. The specific concerns raised were ignored in writing on 3 occasions, until I submitted them through the Better Business Bureau. A common understanding, as you reference, can only be reached when the specific concerns raised are addressed in their entirety, which I did not receive despite my many efforts. Once again, I would prefer to keep all communications in writing, rather than scheduling a meeting.
  
  
  I look forward to your detailed written response, so I can finalize payment promptly once these matters are addressed and resolved.
  
  Sincerely,
  
  ***** Hilfi

  

  Business Response

  Date: 09/06/2025

  Dear *****,
  
  Regarding your roofing project, there are several points I would like to discuss. I've made several attempts to schedule a meeting, and I believe a direct conversation would greatly clarify and resolve many outstanding matters, improving our communication significantly.
  You will receive a 20-year warranty from Rainbow Roofing.Our commitment and contractual responsibilities provide you with substantial protection. Completing your roof is a complex undertaking that requires seamless coordination among various parties throughout the supply chain,including meticulous planning, scheduling, execution, training, quality control, and assurance. My confidence in these assurances is rooted in our robust processes. Our quality assurance program involves regular training,continuous improvement inspections, and the 20-year warranty to address any unexpected issues. Additionally, the manufacturer offers a 50-year warranty.Our relation with your roof extends to the next occupant of your house too.
  We prioritize open communication, and all work is performed under my direct instruction and supervision. We would never allow anyone to jeopardize our reputation by performing subpar work on your roof. The roofing industry is complex, requiring the selection of top professionals and the fostering of long-term working relationships. While seasonal fluctuations make staff retention challenging, we are fortunate to have a reliable team. I personally trained three of the four people deputed to your roof, and I have complete confidence in their ability to deliver excellent work. This trust and their expertise are paramount to me. They are our team, and your roof is in good hands. As the certification holder, I am your single point of contact for any issues.
  Our business growth involves investing in smaller companies often owned or operated by our employees, a gradual process built on established relationships. I prefer to discuss confidential matters privately but am happy to do so. This addresses your first two questions.
  Regarding the property damage, we will replace the damaged black pipe. Please leave it near your front door for collection or provide us access to your backyard. We will also provide a small gift card as compensation. Regarding the interlock stone damage, we appreciate you acknowledging our use of plywood as a precaution. If damage occurred despite the plywood, and the plywood is intact, it suggests the damage was pre-existing. Please reconsider your position. All construction activities carry inherent risks. If we were responsible for pre-existing damages, it would be impossible to execute any task economically. This addresses question three.
  
  Considering all the above, I hope you will reconsider your view on question four. Please release the payment, as holding it affects our operations and negatively impacts subsequent projects. We have always been open to meaningful discussion, and I ask that you refrain from actions that could harm our business and other customers.
  **********************

• Initial Complaint

  Date:25/09/2024

  Type:Product 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.

  -Issue Summary:I hired Rainbow Roofing to replace shingles under the CertainTeed manufacturer warranty. The contractor explained that I would pay the full cost first, with material costs reimbursed later by the manufacturer. During our pre-job meeting, the contractor quoted a total cost of $14,175.92 and explained twice that approximately $6,000 of that was for materials, which I would be reimbursed. After completion, I paid the full amount of $14,175.92. A month later, the contractor informed me that the actual material cost was only $4,705.58 and reimbursed me $4,310.63, deducting non-CertainTeed-covered items. However, the contractor refused to refund the difference between $6,000 and $4,705.58, resulting in an overcharge of $1,294.42far beyond an acceptable margin of error.-Voice Recording Evidence:I have a voice recording from our meeting where the contractor explicitly mentions twice that the material cost would be approximately $6,000, supporting my claim that the contractor did not honour his original estimate. Link to voice recording: ************************************************************************************* -Contractor's Response:The contractor attempted to justify the overcharge by including costs like waste removal and bin delivery as "material costs." These should be categorized as operational or labour expenses. Also, the contractor's claim that any additional costs incurred to defend their position will be charged back to me is troubling. This should have been explicitly stated in our contract, and I do not recall agreeing to such terms.-Current Status:Despite multiple requests, I have received only $4,310.63 which was paid back from the manufacturer to the contractor, but this does not address the $1,294.42 overcharge.-Desired Outcome:I am seeking a full refund of the $1,294.42 overcharge and want to highlight the contractor's improper billing practices, particularly the inclusion of non-material costs under material charges.

  

  Business Response

  Date: 02/10/2024

  Dear **** ***** Park,
  I apologize that this small matter had to take such a ******* mentioned, multiple times earlier, we will always try to find common grounds with our customers. We value our relationship with you and invite you again to meet us. You are seeking $1,294.42 so we concede that amount.  Let us know how you want the amount transferred to you, ideally, we want you to meet with us. If not, we can always transfer it electronically.
  We are a professional company with sound business practices and a reputation that we have earned with our diligence and service. We also have internal dispute resolution mechanisms that are effective if we use them. Our internal practices align with currently acceptable business practices and our team has professional accountants, managers, lawyers and engineers. We value our integrity and honesty and continue to ensure we have a spotless reputation. This is the best way we can serve our customers.
  We will you all the best and look forward to a quick resolution of this matter.

   

  Customer Answer

  Date: 04/10/2024

   
  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 reached out to Rainbow Roofing via email on October 3rd to request an e-transfer of the funds owed to me ($1,294.42). Please see attached.
  As of today, I am still awaiting the processing of this refund. If I do not receive the refund by October 11th, I will submit another complaint if they don't fulfill their promise.
  
  Sincerely,
  
  **** ***************

• Initial Complaint

  Date:04/07/2023

  Type:Service or Repair 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.

  new roof put on house in july 2020. spring 2021 roof was leaking down the outside of the chimney.
  contacted rainbow roofing apr 14 and sent photos. several promises made (20 times we corresponded) and some finally out to do work dec3 2022.
  apr 5 2023. water now leaking into living room. contact rainbow again. have corresponded and someone out april 21 and looked at roof. (so far this year 12 times we have corresponded )
  last e-mail may 31 2023 ***** was to set up appointment for mon/tues (june 5/6)
  still no action on my roof.
  where can i go from here (i have all the correspondence documented)

  

  Business Response

  Date: 15/07/2023

  We are committed to each roof we build. Some of our work is
  weather dependant and takes a bit of time for the symptoms to show and the corrective
  action to be taken- in this case the rain or snow.
  During our last meeting with the customer this week, he wants
  to see the problem resolved. We try to satisfy each customer and will continue
  to support. All we ask is for a little patience to give us some opportunity in
  case things get delayed a bit. 

  Customer Answer

  Date: 17/07/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20272900, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ***** *******