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Business Profile

Roofing Contractors

Optimum Roofing Ltd.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:14/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Purchased a roof in 2020. They have attempted to fix it 3 times.
    1. Primary issue the roof cap has been incorrectly installed and snow has blown into the attic every year.
    2. 2 out of 3 sewer stacks are put into the seams and will fail every couple years (not technically wrong but not recommended.)
    3. Hips installed incorrectly as well if not sealed to the roof cap I suspect snow just blows into it too.
    4. I would guess because my roof is standing seam they were supposed to use pancake screws, * ***** *** ***** ** **** **** ****** ********** ** ****. So the frequent traffic onto it can't be good for my roof.

    2020-2021 The first year was a light winter so we didn't notice water coming through the insulation.
    2021-2022- Second year we had water coming through our ceiling fixtures when it started to warm up. Was reported immediately and they reinstalled roof cap in the summer, discovered no foam was put under the roof cap to stop the snow initially.
    2022-2023- Continued to leak that winter(I checked the attic), needed to remove buckets of snow from the one attic I could access.Contacted immediately (March), they assured me everything would be done before snow fell. Also water was now running through our second floor to our main down the main sewer stack.
    Showed up in Nov. Found that there were gaps in the foam insulation from the previous install. Didn't have the correct product (that ***** assured me would be used.).

    I have had water running down my sewer stack and have thermal pictures of cool spots.
    Optimum has done no investigation into damage caused by these issues. When asked if some one should be hired the question is avoided.

    ******** *** **** ******** ** *** ******* **** ***, Sewer stack bubble into our main floor, and the sewer stack when issue started. * **** **** **** ** *** **** ***** ** ***** ** ***** ******** ** ****. * ***** **** ** **** ** **** **** **** ******* *****. I am hoping that you can help with this issue, ****** **** *** *** ********

    Business Response

    Date: 29/05/2024

    We would like to send out our lead service technician to do a thorough inspection of the entire roof. We would then compile a report, with pictures, and identify any shortcomings and come up with a plan of action to address any concerns. The report can be provided to both BBB and the home owner. Our service technician could be onsite Friday, June 7 at 9:00AM to perform his inspection. An additional plan of action with timelines will be made once the report has been completed. 

    Customer Answer

    Date: 12/06/2024



    Complaint: ********



    I am rejecting this response because:

    They were on site but still maintain keeping this open until I have a roof that isn't bringing water into my house. Expecting a plan with timelines this week.





    Sincerely,



    **** ******

    Business Response

    Date: 12/06/2024

    We have met onsite with **** to address his issues. He is willing to accept our proposal to work on a plan to rectify his issues. We are coordinating with the correct trades and suppliers to provide **** with a worry free roof. 

    Customer Answer

    Date: 14/06/2024



    Complaint: ********



    I am rejecting this response because: I am rejecting this as once again I have had communication with them i have accepted that things are being setup. I have had communication in the past but i am looking for accountability that the roof is built to specs and repairs are completed from the damages of water coming into the house from the incorrectly installed roof.



    **** ******

Optimum Roofing Ltd. is BBB Accredited.

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