This review was posted on Trusted Pros and YELP. A rebuttal was received from the Contractor to which I could not reply through trusted pros. I responded directly to the Contractor in an email which included videos of the work and photos rebutting the contractor response. The videos were only from the garage portion of our entire roof or about 1/5th of the total job. These are the areas I could reach to repair until I can call another contractor to fix the workmanship. Those videos will be posted to YouTube and an link will be added here. Here is the original review.
"Let it be known I have no prejudice, I just simply require quality work as would anyone spending over $20,000 on a new roof. We did not receive the bill of goods we were sold, nor did we receive a receipt for final payment, nor did we receive our 20 year warranty as promised, nor did we receive a final inspection or see any drone footage as purported by the website. All we received when we called to ask about the final inspection and when will someone be out to fix the poor workmanship was a snide comment, well you got a new roof didn't you. Yes we did. Will it leak probably not, will there be rodents in our attic? probably if I had not gone out on the roof 12/12 pitch and fixed the damaged soffit's in 7 locations. See the videos and pictures.
This was a unique experience. They were not the lowest price, we selected them based on what we believed to be the sincerity of the salesman Jason. This guy sat in our dining room and made claims about not to worry, that their crews are the best and that we will have 12 guys on our roof so we will be completed in 3 -4 days max, with an anticipated start date of the end of July, weather pending. They showed up The end of August. They started on the garage. They Do Not Have their own crews or if they do we received the "B" Team. The Roof Guys out of Barrie. They started out strong, laying tarps everywhere and had one crew member on clean up the first day. It looked great. I kept an eye on them from a distance, and have been on construction sites my entire professional career of 30 years, 2 guys started on the back of our garage and the Lead hand started on the front. There are 4 dormers on our garage and 8 intersection points of soffit's to roof-line. I was told the entire roof would be stripped including our existing ice and water. That did not happen. So immediately the finished roof appearance is up and down based on the various thickness under the new shingles. Two young inexperienced guys started on the back. The first thing i noticed is the guy is cutting the underlay in pieces and piecing things together. I ask about it, and told them that is not the right application of underlay. I was told This is not my first time by the young guy, and the lead hand/owner explained to me that because their knifes get dull once they cut shingles, this is how it is done. I disagreed, and have informed IKO about the installation quality. At the end of the day we surveyed what had been completed, first thing we noticed was the damaged soffit's, then how the starter line on the edge of the building was lower by 3" compared to the middle of the building, Valleys that were perfectly smooth were now installed creased do to poor handling. All we had asked was to have teh same quality of installation as we had in the past. Jason assured us we would. But when I pointed out the creases and the valleys, the fact that not one set of valleys were completed the same as the others, i was assured " Don't Worry we will fix everything to your satisfaction before we leave, After all you control the payment" I felt confident it would be fixed. I asked the lead hand on day two about the issues with the valleys and the starting line being crooked and the finish on the edge of the dormers being terrible. I was told don't bother me I will go around the entire job with you at the end of it and fix all of your issues. My point was to avoid having to fix things at the end of the job. I called my salesman, he came out the next day. I pointed out several other issues along with those mentioned above and again I was comforted, not to worry they would fix everything. We were sold that all of our flashing would be replaced of touched up to look good as new. That never happened. To this day, no one has completed a final walk through with us, no one corrected the issues around the soffit's or replaced the damaged ones, I could not get up on the high roofs, so we have to assume everything was completed using best practices, but it is clear based on the garage alone, best practices were not used. In fact as I was fixing the the soffit's I cam across 2 exposed shingle nails in the center of shingle that i had to black jack to ensure no leaking. That is the only 1/5th of our roof area, so i am very concerned with the high roofs. But without a final inspection or proof of a report we are left holding the bag. Why do I say that? Simple, they took final payment against our visa without asking if we were satisfied with the job and if all errors, or repairs were completed. My best advice. DO NOT USE ORILLIA ROOFING FOR LESS.
UPDATE. After our call to IKO customer service 2 weeks ago we were advised that they would look into the concerns around the warranty and we have received an email from Roofing For Less to advise us of a link to our warranty information. I have not opened it yet.
We called many times no one would answer. We received one email response, STEER CLEAR."
ORIGINAL REBUTTAL OR RESPONSE:
Roofing for Less has provided the following response to your review:
A final inspection was completed and any extra material was picked up after the bin was removed. There were no indications or notations of dents in shingles, valleys or soffits at that time. We do not provide a final inspection report or drone photos to the customer upon completion of an installation nor does it specify we offer this option on our website (?). All phone calls and emails were returned and we have proof of such in our call logs and sent folder. The customer requested that both the 10% deposit and 90% completion payment be processed on his credit card that was provided to us and signed off on that request. Our contracts specify that the 90% balance is due upon completion and it was processed about a week after completion once the final inspection had been completed.
We advised that the IKO warranty could not be registered until payment in full was received and that we had a limited time in which to register the warranty. This is a warranty registration stipulation. Once the payments had been processed in their entirety and deposited into our account we registered the warranty with IKO. The issuance of the written warranty does not come from us but rather IKO directly from the head office in Calgary. The customer was advised it takes approximately 30-60 days from date of payment in full and warranty registration to receive a written copy of the 20 year warranty. We would not expect he would have yet received the written warranty from IKO. We did not send a link to the warranty as no such thing exists, we did send a confirmation and warranty registration number in the body of an email but it was not sent as a link or an attachment.
It is regrettable this customer did not feel satisfied with their installation but we have completed a solid, sound and decent installation according to the manufacturers and our own specifications with a good clean up and have done everything we said we would do in our contract.
Jodi, below is the last email i sent you.
In response to your response to my post which I replied to but it seems that it only allows for your rebuttal and we cannot reply to your rebuttal or these pictures would have been posted. Your statement in the rebuttal on final inspection and materials removed is false, attached are the pictures of our driveway today. The other photos show the close ups of the soffits, the valleys the finish of the valleys which do not match the rest of the house.
"My wife called this morning and Jason Picked up. She asked about a final inspection and explained calmly the challenges we have and she received the same canned response of "you got a new roof didn't you"
The problem is, What we were told in the sales meetings, and what we received are totally different things. We were promised to be 100% satisfied. Well we are not. Sorry is not the appropriate response, being untrue about final inspections being complete and the use of drones to complete the inspection is not as advertised and to not even ask us if we are satisfied before taking final payment is a poor business practice. No one thought you would breeze in and out without any communication. You stated you somebody would be out this week but maybe next week a month ago, no one showed up. You have to remember we live here and work from here so we know who shows up and who does not.
The explanation that valleys get dimpled is lame when I can drive through a low cost neighborhood and see valley after valley without a single crease, not dimple, crease. I have worked in construction throughout North America, and there is a pride in what a contractor of quality takes with his finished product not dismissing things to well valleys get bent or soffits get dinted. Not when best practices are implemented.
Our Fiberglass shed that your crew was using to walk on now leaks. Ya know it is just sad that your response is the way it is and you do not have the common courtesy to pick up the phone and respond to my calls." (so check your call log, because no calls were answered when we called from my cell or my home.) I will send the videos I made on the roof while fixing the soffits. Next spring I will replace them because they are damaged.
We still do not have a receipt as of October 26, 2017. Please email and forward original by mail immediately.
I will send the videos over by wetransfer as they are to large. I cant remember if I captured the exposed shingle nails in the middle of the shingles or not. But if an inspection was done, someone would have seen all of this.
THE CONTRACTORS EMAIL RESPONSE:
What is your proposed resolution to this situation? Anything I tell you, you don’t believe me or it does not satisfy you so let me know what your solution is and I will let you know if we can accommodate that.
The soffits were dented prior to the roof installation.
Jason did come by and inspect the property and retrieve any materials there at the time. He has been by a 2nd time as well. Neither time was anyone home.
I have never told you we did a drone inspection at the final inspection nor does it say we do that on our website.
Yes the valleys can dimple on installation this does sometimes occur.
We require payment in full before we can apply for your warranty and you indicated on your paperwork you wanted to pay by credit card. It was never noted or mentioned that you preferred to pay the remaining balance another way.
I am not in charge of sending your warranty documents. I have registered and paid for your warranty and emailed you the reference number/warranty number however you noted on your review that you did not open that email so that does not really help the situation. The warranty comes from IKO in Calgary and as previously mentioned it takes 30-60 days after registration to receive it.
MY LAST RESPSONSE:
Lets be clear, Its not that I don't believe you, its simply that your responses are flawed. You were not in the meeting with Jason and I with my wife. We were promised certain things. Like NOT TAKING PAYMENT UNTIL WE ARE 100% SATISFIED. No one contacted us to simply ask us if there was a short list of corrections. The valleys are not dimpled they are creased due to careless handling. When pointed out to Jason On site again we were reassured it would all be corrected. " dont worry about it, these guys wont get paid till you pay and you wont pay till you are happy". (WE DIDN'T GET THAT OPTION, you pulled the funds)
You have to know this house DID NOT HAVE a dinted soffit anywhere. I will be fair, when I was on the roof to make sure no rodents could get in, fixing the pushed up dinted soffits, I noticed the rust that I could not see from the ground, but rest assured there was zero damage prior to your subcontractors showing up. Our valleys did not have a single crease or dint in them. I know this because I built this house and I hired the trades to do the work and supervised them with inspections daily with Basaraba Construction. My point being if you drive through an Orsi neighborhood of 300,000 dollar homes their valleys look better than on our million + home. A home of quality has been diminished because of a poor quality job that is recognized as a first appearance being the roof and trim.
DRONE, you never told me anything. We have never spoke. During the confrontation on my driveway with your subcontractor (after I brought his shouting down) Jason was very clear in sating to your Sub, You know how I work and i will be here with my drone for final inspection. Until that time i never heard of it. Thought it was cool, but really don't care. I simply want a roof that will not leak. I should have sent you the picture of your young lad slicing up the underlay rather than applying it as it was designed.
These are the things that IKO takes seriously.
My proof or assumption that no one was here is that you said Jason was here twice and that he picked up any leftover materials. Well my picture from this morning showed you otherwise as there are still bundles on our driveway. He also never showed up previously with contacting us and if He did, he was on property without authorization otherwise known as trespassing.
PAYMENT: I reiterate, "NO ONE CALLED TO REQUEST FINAL PAYMENT" We do not have a copy of our paperwork indicating we agreed to pay 100% by visa, and in fairness we probably would have, but the fact that it was taken without final authorization constitutes theft or fraud. I confirmed this with Visa who would be more than happy to pull back the funds, but in Jason's words, "You got a new roof didn't ya". So that would open up a issue with visa.
RECEIPT: WE do not have a RECEIPT. Even though the warranty is coming, we do not ave a receipt for payment in full. I have requested that in email and original by mail.
WARRANTY: I did not open the email, because it did not address the workmanship. I saw something was registered and I can follow up with IKO warranty services so I left it alone.
VALLEYS: I showed you the pictures of the valleys. I have never in my life seen a valley completed that stood out over 8" from the roof intersect and valleys that do not match the rest of the valleys on the subject property. THEY SHOULD ALL BE FINISHED THE SAME.
SITE VISIT: You have to understand after our calls to Jason and emails to you we were told many times the owner was coming, in fact for an entire week we stayed here not leaving till after 530 to make sure we did not miss anyone and no one showed up. Time is money
This is the problem workmanship. All of these issues were caused by your subcontractors who also said they would walk the job and fix anything we didn't like. But when i pointed it out they got defensive. I was trying to save people a Lot of work and receive a quality job. Like the valleys. Yes sometimes they may b come dinted, but never are they brutalized. There is a way to work with valleys in the wind, and there was no significant wind during the installation, but the valleys look like they were in a hurricane. That comes from the same guy who damaged and dinted the soffits, he did the valleys and when i pointed that out i was told he is a young guy just wants to go, well someone needs to be in control. I never asked for a training team to work on our house NOR DID WE HIRE A TRAINING TEAM. I was again told by Jason we have the best guys. Very clear that is untrue. Everything I highlighted, I highlighted on the first day, But no one took my comments as guidance i only heard how John hates complaining. I was not complaining, I was trying to make sure satisfaction on both sides.
As far as resolution goes, it is difficult to say but this is something you as business should be offering to your client who paid you over $22,000 for a job that we were not supposed to worry about and that we would be 100% satisfied. Customer satisfaction and doing a job right go hand in hand. I simply want you to do what I was told make me happy correct the poor workmanship that was highlighted throughout the installation, and for someone to prove to me the roofs do not have any exposed shingle nails like the ones I found on the garage. These are valid concerns.
Youtube link: https://youtu.be/yBBmBILVwpU
UPDATE: AS OF NOVEMBER 26, 2017. NO ONE HAS SHOWED UP, NO RESPONSE TO EMAILS AND THE WEATHER HAS TURNED. #IKOROOFING HAS ISSUED A WARRANTY, BUT THE REPAIRS ARE PROBABLY GOING TO COST $3000. ANOTHER ONE OF THERE REPAIRS WAS COMPLETED ON A CUSTOMERS HOUSE FOR 1350$ THEY OFFERED TO GIVE THEM $200. STAY CLEAR