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:28/11/2023

  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.

  Sanderson did our roof in fall of 2021. The hips and valleys were a mess but at the time we were working with a contractor so we voiced these concerns to him. That relationship turned sour and was severed (ie not paying trades even though checks had been written, a year behind schedule, etc), so I started contacting Sanderson myself to have our issues looked at. It took me MONTHS of constant calling to finally have someone come out and take a look. He agreed that things needed to be done but it wasn't until November of 2022 that someone finally came out, only to say it was too cold and they would have to come back in the spring but we would be first priority.In April of 2023, the roof started leaking. They came out quickly to address the leak and some of our concerns, but not all of of them. When I pressed to have them return, the guy told me he didn't see anything wrong with it and we should all meet with the contractor. I explained we fired him because he robbed us and wasn't paying people at which time, he said that Sanderson was also still owed money. I texted several times asking how much was owed and was ignored. I emailed the office to inquire and never got a response.For the quality of work and roof, as it stands, they should still be owed money as the job has not been completed to anywhere near an acceptable level. Flashing in valleys is dented, lifting and different widths throughout the roof. Shingles are lifting, not laying flat and there are exposed nail heads all over. Hips and edges are still very crooked. And the interior drywall damage from the leak has yet to be repaired.Issuing this complaint in hopes that it might actually get someone's attention so we can have these issues addressed instead of being ignored.

  

  Business Response

  Date: 14/12/2023

  Good morning,

  ********************* from our office is currently working on this issue with the homeowner and original builder deficiencies and issues. We will post more info asap.

  Regards,
  
  **********************;
  Sanderson Roofing

  Customer Answer

  Date: 28/12/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/11/2022

  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.

  Ongoing attempt to contact Sanderson Roofing company in Ottawa regarding the installation of heating cables in our gutter that was not done with the initial installation of heating coils on the roof in 2019 to prevent another ice damming. Although Sanderson installed heating cables in 2019, we had a second ice damming in Feb. 2021, which resulted in a second major leak inside. I immediately contacted Sanderson Roofing. They sent someone to the house to review the work/issue. He informed us that a heating cable in the gutter should have been installed at the same time the rooftop heating cable was installed to prevent ice from freezing in the gutters: the heating cables help the ice melt, but once melted, the water has to drain somewhere. With another freeze, the water ends up freezing in the gutters, so the snow melting off the roof effectively has nowhere to go, backing up and worsening the ice damming issue. We cannot use the heating cables as is for fear of another ice damming.
  In Dec. 2021/Jan. 2022, I tried contacting Sanderson again for a resolution. **** told me cable installation in the gutters was not initially requested when they installed the heating cables on the roof in 2019. I replied that we were hiring Sanderson as they are the roofing experts; they should warranty their work. We would not know to have asked for an installation we did not know about. Even Sanderson’s workers and snow removal staff had told us that the heating cables in the gutters should have been installed along with the rooftop heating cable installation. I did not hear back from Sanderson after reaching out in January 2022. With winter coming, I am very anxious about another ice dam. We cannot follow up constantly with Sanderson, begging them to come out and resolve this issue for us. I have tried 3 times to contact them since October 11th. My calls and voicemail [to ****] have not been returned, nor a courtesy reply to say that we are on their radar, that they will address this.

  

  Business Response

  Date: 16/11/2022

  Good morning,

  I have discussed the issues with our residential manager **** ******. He has been in touch with the homeowner and all required work has been rectified. There was a slight bit of miscommunication between the homeowner and our office staff in regards to the scope of work but nothing that would warranty a *** complaint. I am sure our customer will agree.

   

  Have a great day and let us know if there are any further issues.

   

  ***** ******
  Sanderson Roofing

  Customer Answer

  Date: 22/11/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18368021, and find that this resolution is satisfactory to me.
  
  

  Sanderson Roofing contacted me the day after I made the complaint with the ***, and sent someone to our house the day after then, on Wed. November 9, to install the heating cables in our gutter. We are very relieved and happy with the outcome.

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