Complaints

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• Initial Complaint

  Date:08/05/2024

  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.

  We hired Great Canadian Roofing,fall of 2023.Both roof&eaves were completed and paid in full by Nov24,2023.By mid Dec2023 we noticed a leak from behind the front trough.The co. responded and a contractor came out Dec31,2023.He caulked it and said water was sitting in the trough,causing the leak. He was annoyed that the crew on site for the original install didn't add an additional downspout.The original contractor and I discussed the downspouts but didnt find a good spot for an additional one.Since we didn't have trouble with the old,small troughs, we went ahead with project as per original quote.The trough was leaking before we had snow so any water in the eaves at this point was strictly from frost melting.Plus,it was leaking from behind the trough. Regardless,the contractor was quick to respond and I hoped it was properly assessed and fixed.By Feb2024 the trough was leaking in the same spot. I contacted the co.By this time we were trying to figure the problem out ourselves.We questioned the lack of slope and reiterated to the co. that the leak was from behind the trough.The contractor said the only fix would be to add a downspout, and that he would be out the next day to install ***********.I agreed but **** *** ******* ***** *** **** ******* *** was scared the real issue was still not addressed.I discussed my concerns with the contractor and he said he would be out the next day to take a good look.He didn't show up.The troughs were leaking from behind in multiple areas and in multiple corners all winter.I contacted the co. in Mar2024 to address the issue when weather allowed.I was concerned the problem was not being addressed so I asked another contractor to assess.He said the troughs are not sloped to the downspouts, the flashing does not overlap the troughs in multiple areas.That water is dripping back on the wood,causing damage.GC Roofing has been out 2x more,dismissed most of my concerns&stand behind their work.They refuse to refund to have another co. fix

  

  Business Response

  Date: 10/05/2024

  We installed new eavestroughs at the residence November 15
  of 2023. When our estimator quoted the house the homeowner expressed, they
  wanted the eaves and downs done the exact same way as they were currently.
   Then our project manager and installer met on site to go over the job
  before they started, they expressed their concerns with the homeowner that they
  didn’t feel there was enough downspouts on the house. There were currently 2
  downspouts on the house and a total of 150ft of eavestrough with 6 outside corners
  and 2 inside corners. The general rule for downspouts is that you need one for
  every 25-35ft of eavestrough. The maximum eave length between downspouts is
  40ft. By only having 2 downspouts on one side of the house the water has to
  travel roughly 75ft each way and around 2 corners making it nearly impossible
  to create a perfect slope for the water to all drain and still have the eaves
  high enough on the fascia board in order for the drip edge to do its purpose as
  well.  The homeowner did not agree with our recommendations as they said
  they have not had any issues with their 4” eaves they currently have. The
  homeowners were told the new 5” eaves are larger than the old 4” eaves which
  will cause the slope and heights of the eaves to change from what the 4” eaves
  currently were. The homeowner declined our suggestions to add 2 downspouts and
  wanted the eaves installed the same way as they currently were with just 2
  downspouts. We had a pretty good feeling we could run into some  issues
  but the homeowner was firm on keeping it the same so we installed them as they
  were.   In December the homeowner called with concerns the eaves were
  leaking, we responded immediately and checked it out. Some of the caulking did
  not seal properly so it was resealed. The homeowner called back this spring
  stating some corners were leaking and they also said water was coming in
  between the eaves and fascia board as per another contractor.  Our General
  Manager and Project Manager met with the homeowners on site April 29th to look at the concerns again now that snow was gone. When we walked around
  site we did notice a couple low spots on the eaves and also a couple spots
  where the drip edge was higher than the eave which would allow water to drip in
  between the fascia and eaves. The reason for the drip edge being to high is due
  to having such a long run of eaves without downspouts. The low spots may have
  been caused from all the snow and ice on the roof and in the eaves all winter
  as they have had ice damming issues in these areas in the past. We discussed
  adding a downspout again and once again the homeowner refused as they had
  another contractor say they could do it with only 2 downspouts. The homeowners
  felt the troughs need to be raised higher and more slope on them towards the 2
  downpipe. We said we would come back at no cost and raise the troughs to
  exactly how they want them and they could even put the level on the eaves to
  there satisfaction. We also stated that we would repair or extend  the
  drip edge flashing where needed but it was not best practice. At the end of the
  meeting the homeowner decided they did not want us to repair anything and
  wanted to use their other contractor. We will not refund so they can pay
  another contractor but we are willing to install the eaves and drip edge
  flashing exactly how they want them done as long as we are not responsible for
  any issues caused by doing this, as we do not recommend it. 

  Customer Answer

  Date: 11/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:Many
  of the details provided in the contractor’s response are incorrect regarding
  the quote, correspondence and conversations about downspouts.  Clarifying this will not address the problem.
  The issue remains that the eavestrough and flashing were improperly installed. Regardless
  of the downspouts, the issues with the leaks, the lack of slope and improper flashing
  installation were either overlooked or denied on multiple occasions, which is
  why I had other contractors provide independent quotes to fix the problem.  Both contractors advised that the entire
  project needs to be redone to protect the home from water damage.  The
  troughs need to be properly sloped to the existing downspouts as adding another
  downspout will not fix the problem.  The drip edge flashing was installed
  too tight, causing a gap in many areas where water drips behind the
  trough.  In the area that we first noticed the leak, the water is dripping
  back and running down wood and will continue to cause damage. Because the
  Great Canadian Roofing team was either not able to see or admit the issues
  without myself trying to explain and show them, I am not confident they can or
  will fix the problem. It took me requesting a refund to have Great Canadian
  Roofing offer to do anything other than add a downspout and that is because I
  had further information from alternate contractors who assessed the
  problem.  *** ****** ** ****** ** **** ** ***** *** ****** **** **** ******** ** *** *** ***** ** ***** *** *** ***** ** ******.  I understand
  that it is not company policy to issue refunds but the entire eavestroughing
  system needs to be redone due to Great Canadian Roofing’s poor installation. A
  partial refund is a reasonable request for a project that needs to be totally
  redone. ****** *** ** **** **** **** ** ******** ** * **** **** ** *********** *** *** ********
   
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 15/05/2024

  Unfortunately we disagree with your statement that we
  provided incorrect details. We discussed all of our concerns and our
  recommendations several times from the beginning until the end of the job. Like
  I mentioned in our previous note, we did not install the eaves incorrectly, we
  installed them the way you wanted them. The way you want your eaves installed
  may have worked with your old 4” eavestrough but unfortunately it will not work
  with the new larger 5” eavestrough. We are more than happy to come back and
  make the adjustments needed to ensure all water is draining properly and all
  flashings are working as they should. We will not pay another contractor to do
  work that’s not needed or is what they think is right.. The eavestroughs are
  brand new and can be adjusted very easily without compromising them. There is
  no need for new eavestroughs when your adjusting the slope of the eaves. As for
  the drip edge, it will not cover all areas of the eavestrough to stop the
  leaking in between the eaves and fascia unless you add additional downspouts.
  You can however, install custom drip edge in certain areas to help cover the
  eavestrough in the low areas but this is not our recommendation nor is it
  proper installation practice. We do still  believe you will have drainage
  issues without adding 2 more downspouts. If you are not willing to have us come
  back to site to make adjustments and add 2 downspouts we are willing to refund
  you $*** to pay your other contractor to adjust the eavestroughs.  This
  would require you to sign off on a release form voiding any further warranty
  with the eavestroughs.  
  

  Customer Answer

  Date: 15/05/2024

  
  
  Complaint: ********
  
  I am rejecting this response because:I paid approx $**** for eavestroughs that are leaking in multiple areas and are not sloped to drain to the downspouts and $*** will not cover the cost to repair. . I did not request that the troughs be installed without slope to the downspouts.  I did not ask for the drip edge or flashing to be installed too tight, allowing water to drip behind the troughs.  I agree, I did ask the project manager what else is recommended when upgrading to larger troughs ie extra downspouts, larger downspouts etc.  The question was referred to the on site contractor and we didn't find better options and didn't expect problems. The mistakes were repeatedly missed when brought to Great Canadian Roofings attention.  An alternate contractor said he can try to salvage the trough installed by Great Canadian Roofing but due to poor workmanship and the amount of caulking, it will cost approx.$**** plus supplies to try and reuse.  And approx. $**** to use all new product.  The other contractor said the project is a total redo and will only reuse the downspouts.  Both contractors will fix the flashing were required which is expected to cost between$***-$***. ****** **** ******** ********** *** ********** 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Customer Answer

  Date: 26/05/2024

  Better Business Bureau:

  
  

  I would like to reject the offer of Arbitration for complaint ID ********. As per the original complaint application and previously attached photos and videos, it is clear that the troughs are non functional due to improper slope.  The eavestroughing installed by Great Canadian Roofing is non functional and does not drain to the downspouts. In multiple areas, the drip edge doesn't allow water to drip into the trough so it drips behind or drips back on the wood, causing damage in at least one problem area.  I am aware that it is code to have additional downspouts but I've been told by numerous professionals that adding downspouts will not fix the problem with the lack of slope on the troughs or the flashing/drip edge problem, both installed by Great Canadian Roofing. There is no point having Great Canadian try to fix a project they don't see or admit a problem with. Due to timeline, the potential for further water damage & failing health, I am unable to pursue the matter further and need to hire another company to redo the work. Please let me know if anything further is required. 
  

  
  

  Sincerely,

  
  

  ***** ******