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:28/03/2024

  Type:Service or Repair 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.

  this company was hired by my neighbour to repair her roof. Ads re[airs were taking place they blocked our driveway with a dumpster and started to throw pieces of my neighbors roof into the dumpster, but hit my roof with a large piece and broke over 27 feet of a roofing beam. i spoke to the roofers on site at the time and they told me to contact the company. I did contact the company the next day and was told to go to hell. since then I have had to have my roof fixed at a cost of $2700.00 and this company has done everything they can to not take any responsibility and saying to myself and my wife that we "must have broken it". We have just contacted them for the last time as the owner said, it must have been us that broke it. Now we are out the money for damage we did not cause by a company that does not care.

  

  Business Response

  Date: 29/03/2024

  We take all complaints seriously and strive to resolve any issues our clients or their neighbors may have. We apologize for any inconvenience or distress this situation may have caused.
  

  Upon receiving your phone call last week, we immediately sought to address your concerns regarding the alleged incident that occurred nearly two years ago. As we had no prior record or complaint of this incident, we requested documentation or a report that specifically attributed the damage was caused by our work at your neighbors property. This is a standard procedure to ensure that we take responsibility for our actions and provide compensation where it is due.
  

  We understand your frustration, and we are committed to finding a fair resolution. However, without the requested documentation, it is challenging for us to ascertain our liability in this matter. We encourage you to provide the report from the roofer who repaired your roof, as it would greatly assist in clarifying the situation.
  

  Please know that our intention is not to evade responsibility but to ensure that any actions we take are based on factual evidence. We value our reputation and the trust of our community, and we are eager to resolve this matter amicably.
  We are open to further discussion and are willing to review any additional information you can provide.

  Customer Answer

  Date: 10/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:***** ********* ****** ********* ********* ** ********* *** ******* **** ** **** *********** ******** ** ****** * ****** **** **** ******* **** **** ***** **** *** ****** **** *** ****** ** *** **** *** **** *** ****** **** **** **** *** **** ******* ** ** *********** ***** ** ****** ** *** ******** ******  At the same time, I was looking for the photos on my old phones that I had to corroborate my email, and the subsequent messages that went back and forth from my neighbour. 
  
  We received an email from ********** that although they fully agree with the fact that the roof was damaged due to the force of the roof being hit from above but have also stated ( and I agree with them) they are making such a statement without having seen the original damage take place, they did not feel comfortable in making that statement. I agree with them and as business owner myself, I would not do this having not seen the original damage. I don’t agree with vanity asking the roffing company for this, and although they do not have any recollection of me calling them, that does not mean it did not take place. I know that I should have made this complaint earlier, but I was trying to deal with my neighbour over this and have her contact vanity as she was also there, but is doing the minimal to be helpful, so that is why I have returned to the company to seek a resolution. To be honest, I am not sure where to go from here and as I do not have the photo evidence anymore, and the cost of the roof repair is the same amount as a lawyer, then small claims court is not an option. I am not making erroneous statements against a company as I know what that can do to one’s reputation, but at the same time, I have had to repair a roof that was damaged by vanity roofing and perhaps they should speak to their employees that I did deal with on that day. The work was done at ** ***** ***, so they have the work order and the people that went to this address numerous days in a row to fix the roof. 
  
  We sought the BBB as the we felt that the public deserves to know what kind of company Vanity roofing is that they are requiring statements from other companies that had nothing to do with Vanity Roofing. ********** would state that they are positive the work came from the impact, and Vanity Roofing is asking for something that is unattainable as ********** was not there when the damage took place but fixed it afterwards. I was there and did speak to Vanity roofing employees, so I put it back on Vanity to speak to their employees and stop passing the responsibility to the complainant.
  
  Thank you for your time.
  
  ***** *******
  

  
  

  
  

  

  Business Response

  Date: 20/04/2024

  After conducting a thorough internal review and discussing with our team members who were present during the work at ** ***** ***, we have not been able to verify the incident as described. In the absence of recollections or documentation from our side, and without concrete evidence or documentation of the damage being linked directly to our services, we find ourselves at an impasse. Upon inspecting both homes, we observed that the logistics of debris removal make it highly unlikely that our operations could have caused the reported damage without deliberate and unreasonable actions on our part.
  

  We strive to maintain the highest standards of service and integrity, which helps protect both our clients and our reputation. Requesting evidence for claims, especially those reported long after the alleged incident, is a standard practice that ensures all actions we take are justified and based on clear facts. This does not reflect negatively on our company but underscores our commitment to fair and responsible resolution of disputes.
  

  We regret that this issue was not brought to our attention sooner, as early communication might have allowed for a different approach and potentially a mutually agreeable resolution. Unfortunately, we were not made aware of any damages until a request was made for us to cover repairs allegedly caused by our services two years earlier.
  

  At this moment, without further substantive evidence, we are unable to take further action on this matter. We believe this approach ensures fairness and accountability for all parties involved. We remain open to any new information you can provide and are here to discuss this issue further should you wish to do so.
  

   

  Customer Answer

  Date: 22/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because as vanity stated in their response, it was deliberate and unreasonable actions on their part. I did call them and spoke to them immediately the day it happened . so again just because they do not recall it does not mean it did not happen. Their is documentation in the form of phone calls and talking to the roofers the day of the incident.  This is just another way for vanity to not tale responsibility and shows that Vanity is not a company that practices fair business in any way and leaves it to the customer to fix a problem they caused. this is not going to go away as I am still out the money for the roof I had to have repaired due to the deliberate and unreasonable damage to my house that vanity caused. I am owed $2700.00 from vanity roofing...period.
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:08/12/2023

  Type:Service or Repair 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.

  My roof leaks and my vents were installed in the wrong holes. I never received any documents regarding my "50 year warranty".My shingles on my entire roof and my front door canopy were replaced in 2020. Prior to the work being done I informed both the sales person and the person representing himself as a ******* that the roof has always leaked around the gas chimney. Currently today, December 8, 2023, there is visible water in my basement below my gas chimney opening. The only thing that was preventing water from entering my home was caulking which isn't adequately filling the large gaps around the gas chimney.My roof had four vents which were reduced to two. The holes that were indicated to be patched in the quote are where my vents were installed. The longest part of my roof is without venting. I want two more vents installed. I want a "Maxi 3 Tier" vent, installed at the rear of my house to match the other two and a low profile vent to match all three at the front of my house.I expect to be provided with documents explaining my Certainteed Landmark Warranty and how it can be transferred.I found ***************** to be quite rude and aggressive when I dealt with him in 2020. He used the * word on the phone with me and showed up at my house threatening to cancel the yet to be started work, while his workers stood around. I informed him that cancelling the work would be fine and that I expected a full refund since my credit card was charged for the full amount of the quote prior to the work even being started, without request or consent. He unfortunately decided that Vanity Roofing **** would honour their agreement to replace our shingles. I'm assuming because they had already taken our money and their shingles and supplies to start the job were already on our roof. After my interactions with him, I didn't contact Vanity Roofing **** when I noticed in August of ************************************* the wrong holes.

  

  Business Response

  Date: 09/12/2023

  We have never been contacted regarding ANY leaking or issues prior to this complaint.

  Warranty documents are provided by the manufacturer, we are never aware if they are or are not received. I am not certain why they haven't received warranty documentation but we can follow up with the manufacturer. 

  In regards to they chimney, it was not included in the quote or invoice so to the best our of knowledge they opted to save the chimney flashing. I am confused to if there is or is not a leak coming in? Client is saying water is leaking and water was prevented by caulking.

  In regards to vents when replacing the smaller Duraflo (turtle) vents we always install less Maximum 301 vents. Over ventilating an attic is an issue itself. The correct number of vents were installed as per our contract and what is required. I am not sure what the "longest" part of roof is, the home is a simple hip roof bungalow. Duraflo vents are rated for 350 to 500 Sqft. Maximum 301 vents are rated for **** sqft 

  Before commencing the work, the roof had been tarped for several years. We explained that there would likely be sheets of plywood that need replacement. This job was prepaid due to the condition of the roof and circumastances that made us feel uncomfortable to do any work. The roof had been neglected for near a decade when the insurance / city / mortgage company forced the roof replacement. Clients mother paid the invoice in full prior to commencing. We did not run any credit cards or refuse refunds at any time. Contract attached to this. 

  We are willing to inspect the roof for any leaks. If there are any leaks, we will take full responsibility, with the exception of chimney flashing / capping, which was NOT included. We are willing to contact the manufacturer and follow up regarding warranty package. I am not sure how to proceed without clients permission and since they contacted BBB before contacting us, I would rather they confirm if they would like to contact us directly. 
  

  Customer Answer

  Date: 20/12/2023

   
  Complaint: 20980104
  
  I am rejecting this response.  My response is attached.
  

  

  Business Response

  Date: 21/12/2023

  We do not want the client / any client be to unhappy. I am not certain what three problems we did not reply to

  1. Add more vents (two were included and two were installed) what missing vents? Are you saying you want them moved as per the photo on page 2? The placements in the same attic space wont change the air flow but if you really want it to be as per the photo, we wont say no. 

  2. We said we would inspect the chimneys and if it was warrantable we would do it. The chimney flashing was not included. There are certain stacks we can not even do anything with other than remove (wood stoves, etc). If we didn't charge for chimney flashing then why would you not be liable to pay now?. We are willing to inspect FREE of charge to determine if it was warrantable, if it is something we can even do and if it is something we can do, we would provide a fair quote.

  3. We only register the warranty with CertainTeed, we do not receive them or issue them. As in the previous response, we said we can follow up on this.

  Is there something missing that we did not reply to?

  We are willing to work with you to make sure you are happy. Let me know how you want to proceed with the 2 questions below and we are at your service.

  1. Do you want the vents moved as per page 2? (we will not add additional vents and this is something that should be done in the spring to ensure shingles do not get damaged. From an installer and cosmetic view, they are done better now than what was marked by the sales rep.)

  2. Do you want us to inspect the chimney to see if it something that we can even do? As mentioned if it is Duct work, you will need an HVAC tech as we can not do flashings on duct works (Only brick / siding chimneys)

   

  Customer Answer

  Date: 09/01/2024

  See attached document:

  

  Business Response

  Date: 09/01/2024

  Hi ****,

   

  What is the email & best phone number to reach you? We would like to try to sort this out for you.

  The phone number we have on file is not in service. The emails belong to others and not you directly. 

  Customer Answer

  Date: 18/01/2024

   
  Complaint: 20980104

  I dont use email. I have been receiving these responses by mail.  My address is:  *******************************************************************
  

  Once again I still need something that can be given to a new owner, as my contract indicates that my warranty is transferable.  I have never dealt with a business that takes my money and refuses to issue a company receipt.  Receiving this would indicate to me that you actually intend on following through on your previous statements.

  

  Business Response

  Date: 19/01/2024

  We provided an invoice and paid invoice (receipt) to homeowners mom who paid the invoice. This was done on the same day the invoice was paid. 

  We requested your email & phone number so we could schedule a site visit. I'm not sure how to book a date and time while doing this via BBB and you receiving messages via mail

   

   

   

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 20980104
  
  I am rejecting this response.  My 4th Response is attached. 

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

  

  Business Response

  Date: 03/02/2024

  Hello,

   

  Attached to this response are receipts for credit card payment and a copy of your paid invoice. 

   

  I have contacted CertainTeed in regards to your warranty and they should mail out your certificate directly to you in 8 to 12 weeks.

  The goal of the visit is to inspect to roof for leaks (cause of loss) as you have mentioned. At the same time if you would like your vents moved we can do that as well. We can conduct a water test in the spring to see if the roof is leaking or if there are other issues. Yes, the person you speak with will work directly with you. If there are any issues related to workmanship we will address them, if they require additional work we will provide you with a quote. 

  If your roof leaks during snow melts, it is likely not a roofing issue and more of an ice dam issue. This issue is complex and you should do some research. 

  We will need access to your roof and attic for the inspection. Attic hatch needs to be accessible for our team. 

  Let me know how to set this up via BBB instead of email as things are always weather dependent for us.