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:04/12/2023

  Type:Product 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.

  Engaged with Interlock in winter of 2021. Contract signed early 2022 for summer start. Included work to remove chimneys. The chimney removal happened in the summer of 2022 with no communication and significant disturbance to our neighbours. I had to follow up with Interlock repeated to finally get an installation date. When the workers arrived on site, they looked at the property and then left saying it was too difficult. Received a call from Interlock saying the job would be too difficult. I had asked why was that the case and why wasn't this flagged earlier. No specific reasoning provided. I had asked if they could provide the cost to make it happen since I had been waiting all this time. After months of follow up was provided an additional cost quote more double than the original cost. At this time, i requested my deposit back. Had provided a 10000 deposit. Interlock said they would only refund 5000 due to work already completed. The work completed was quoted for about 1250 for the chimney removal. They refused to return the difference.
  
  I am hoping to obtain the difference between the quoted cost of the chimney removal and the amount of deposit they have continued to hold.

  Business Response

  Date: 07/12/2023

   This job was not too difficult until we were advised by the customer, that we could not step foot on the neighbor's property, as they did not get along.  Because of this, we needed to attend the site to quote for scaffolding to be professionally set up, in order to access the house safely.  The scaffold price of around $16,000, was what increased the contract price, and when the customer decided to cancel the contract with us.  ****** *** ******** ***** *** ******* ********  As you can see, it was not $1250 to remove the chimneys.  The cost was $4000 plus HST, which was $4520.00.  This combined with administrative costs and trip to site to quote to provide scaffolding, actually came closer to around $6500.00.  We decided to cover some of the costs and return $5000.00 of the customers original $10,000 deposit. This contract has been cancelled and partial deposit returned.  No further refund will be returned, regardless of how many times they complain.

  Customer Answer

  Date: 14/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  1) The quoted cost for the chimney removal was clear in written communications. I was never notified of any increase in cost for chimney removal prior to the work being done. Never approved the increase in cost. If I had known the cost was going to be 4500+, would have never signed the contract. 
  2) We have had no issues with our other contractors working on the eavestroughs BEFORE Interlock's installation assessment. And SINCE Interlock's installation assessment, had another roofing contractor come, completely strip the roof back, and install a brand new roof with no issues. There was no need for any scaffolding, nor was there a need to disconnect the power to our house, and our neighbour's houses. The cost quoted by interlock for the scaffolding was greater than the cost of the roofing project at 35000+, with unclear costs for the hydro line "booted".
  
  I think it is clear that Interlock was engaging in bad faith practice, quoted over the top costs, engaged in a practice of increasing costs without consultation while effectively holding the existing deposit ransom, and using reasons that are not grounded by the reality of the situation.  

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

  Business Response

  Date: 19/12/2023

  It's unfortunate that Mr. **** feels this way, however, we dealt with him in good faith and have closed this matter.  No further action will be taken on our part.  No further rebate will be given, regardless of how many times he complains to the BBB

• Initial Complaint

  Date:03/11/2022

  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.

  We hired Interlock Industries to replace our damaged roof (down to plywood) in July 2022. We signed the contract with the stated completion date as being max 10 weeks from July 28. This timing was very important to us obviously because we didn't want our damaged roof damaged any more (there is a tarp on it now). It is now October 31, almost 4 weeks after the stated max completion date, and we are still without a roof. We have been told probably 6 or 7 times now that work will start the next day, next week, etc but they never show up. They also never let us know they will not be showing up when they say they will. I complain and they tell me that because it is weather dependent, they cannot reasonably be expected to adhere to their own contract stipulations. If you look at the weather data though for the past 3 months, there has been maybe 5% of the days as rainy.
  
  When I called their customer service line to complain, the woman who answered asked me why I was complaining to her. Dumfounded, I replied that she is the customer service representative for this company so why would I not be complaining to their CUSTOMER SERVICE representative. Unbelievable. They also delivered our material to the wrong house down the street from us and it was kept there for weeks due to their ************. Hopefully the material we need to get our house done is all still there.
  
  The sales guy and the installation manager, they lie through their teeth. When the sales guy tells me the crew couldn't make it that week because they had a job wrapping up, the installation manager tells me its because they need to redo their at heights training. When one says the crew is sick, the other says they are waiting on a ridge cap for our house to be delivered. I can't believe anything they tell us anymore. * ******** ***** ** **** **** ****** ** **** ***** *** **** **** **** **** *******). I cannot believe a company so poorly run, with such *********** employees, can still be in business.

  Business Response

  Date: 03/11/2022

  It is unfortunate that there were excessive delays, and I am very sorry We couldnt rectify this sooner.  We had 2 installation crews that had issues, that I was having to pass on to the client.  I can not speak to what the sales rep was saying, but everything I could pass along to the ******** was truthful.   I understand how they could think it wasn't,  especially with the material mix up and the delays our installation crews put them through.  Our 3rd attempt  to get things started, went a little rough.  The crew was very late getting to site.  I understand that everything is coming along smoothly at this point, and I hope the customers are happy with the installation crew and their workmanship.  I have been informed that the installation should be completed at some point on Friday, November 4th.

  Customer Answer

  Date: 03/11/2022

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

  It wasn't just delays. The delays were never communicated to us. We only would find out what happened when a crew would not show up after the day had passed, after I had to stay home from work all day waiting for the crew to never show. You were never proactive in these situations, I always had to call you to tell me what was going on instead of you telling me that the schedule has been delayed. I had to contact the sales guy for information because you would never return my calls after I would leave messages on your phone or return emails in a timely fashion. When I would call the head office, they would give me the run around as well. No one would take any responsibility, but you were all too happy to take my money and promise me in a signed contract a time frame you could not keep. The amount of stress we have been through the past month, wondering if our roof would be covered before the first snow fall, or if anyone from Interlock could ever get back to us, has been very harmful to our mental health. The only positive experience from all this is the crew you sent is good. You should make sure they are kept happy as they are the only good thing about your company.

  
  
  
  
  Sincerely,
  
  
  
  Mark Gardner

  Customer Answer

  Date: 25/11/2022

  The roof was installed fully as of November 15, 2022.