Complaints

• Initial Complaint

  14/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  **** *** ***** never finished our roof as we agreed on . He was to install ice guards and a heat trace above out desk section and eavestrough. The heat trace was never installed the ice guard has ripped off the house in the back 2 times now and the eavestrough is falling off the house and the down spout was not finished and it is right above our basement window. I have called him and texted him for months and have never got any response from him. I even had a gfi plug installed for the heat trace

• Initial Complaint

  16/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Received an estimate from **** to fix our roof and change skylight after May storm $13,729.50 (June 27th). He said he had availability on July 27th but we needed to pay 50% to keep the date. When I contacted him again he said that date was not available anymore, but Aug. 5th was. I paid him his "required" deposit ($6,582.25). We have used them in the past with no issues and **** was so prompt with his communication. Aug. 4th comes along. I text to confirm he's coming on the 5th, **** says they are bit behind (a week he stated). I don't hear back until Sept 15..."still busy/behind". Same thing occurs Oct/Nov...and now December. Every time **** said he would call back he never did, but he continued to text that he will get to us, that we have "his word on it". I have sent an email and texted him to return the 50% deposit ($6,582.25) because the work has not even started. He emailed back and stated "so sorry for my lack of communication, let me call you tomorrow (Dec 16) and explain what is happening". I told **** that I didn't have much faith he was going to call, but gave him one last chance...as expected he didn't call. I have demanded our deposit back ($6,582.25). He has done nothing but waste 5 months of my time. If he is going to take peoples $$ and not do any work, pretty sure that is illegal and he should be held criminally responsible. I am beginning to believe he never had any intention of doing our roof at all. Not sure what could be going on in his life but it does not excuse his actions. I would appreciate my deposit back immediately, and will look for a competent roofer in the spring.

• Initial Complaint

  19/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I had my roof above my office completely re-done about two years ago. It had been leaking into my office. About a month ago I noticed that it was leaking again. I tried to contact Burt’s Roofing countless times in the past month and they will not come out and check the leak and fix the roof.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On June 29, 2022, **** ****** came to our house and gave us an estimate for our roof and we gave him a 50% deposit. He said he has an opening at end of July to do roof. As of November 2, 2022, it has not been done and we're trying to get our deposit money back. Several phone messages were left since he doesn't answer his phone and several emails were sent but very little response from ****. On October 19, 2022, we finally hear from someone who doesn't identify themselves, emailed apologizing for lack of communication as **** was experiencing severe health problems but that we will get our deposit back. It's now November 2, 2022 and we have had no communication since. Our resolution to this problem would be our deposit money back. Would you be able to help us?

• Initial Complaint

  31/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  We contacted Burt's roofing end of March and we received a quote for roofing on April 5, **** gave us quote for the job $33 730 and we paid $13000 deposit on April 8 2022. He never showed up after that and kept on promising, we waited until end of May. He has not returned my deposit for $8000 since end of May. He kept promising but never delivered on his promises. I am filing complaint and claims to small business court as well to get my deposit back. Not only he delayed our project for a month but took our money and still has an audacity to call himself a businessman. As well he did the same thing to my neighbor as well, they end up hiring someone else.

• Initial Complaint

  28/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I will say whatever you do, do NOT go with Burt’s Roofing Canada. He has taken my deposit, will not respond to my messages and I was supposed to have my roof done in June. I checked the *** and looks like his accreditation was recently suspended. Untrustworthy and constantly lied about when he would come to complete the work. Now I still have a damaged roof from the storm in May and out 3k. This business should be shut down. I’m lost and don’t know what to do. I have a young family and can’t lose this money. He promised to refund me but keeps lying or refuses to respond when I follow up with him.

• Initial Complaint

  15/09/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  After receiving an estimate from Burt's Roofing for replacement of soffits and fascia on my property, I gave a deposit of $3,616.42 on April 7, 2022. On May 9, I emailed the company, asking for a date and duration for the work. After that, I could not reach the proprietor, **** ******, by email. On May 18, he responded and sent me a photo of a colour fan. On May 23, I asked for a physical sample. I received the sample in July. On July 23, I advised that the City was working on the gas lines and that it would be difficult to do the work during that time. On August 30, I advised that that work had been completed and I asked for a date the following week for Burt's to do the work. He replied "Ok sounds great let me take a look at the schedule and see when we can get there". He thereafter refused to respond to my texts and phone messages. There is no administrative office and I have no contact information for anyone else. I called again on the morning of September 15th and there was no answer (this is ****'s cell phone or his company cell phone). In an effort to determine whether **** was away (or simply avoiding my calls), I sent a message through Burts Roofing Canada website asking for a quote (under a different name and different phone number) and received a call right away from ****. So I concluded that he was avoiding my calls. The promotional video on the Burt's Roofing website states that the company's first priority is to make its clients happy - “we promise that we will be quick to respond and professional”. I received none of this treatment. Taking my deposit and then wasting 6 months of my time without any apparent intention of doing the work will not make any client happy, nor will avoiding contact with the client while actively seeking new jobs and new deposits. I have wasted 6 months engaging in the foregoing communications and activities and the company is in a breach of contract . I will need to start from scratch with another company now.

• Initial Complaint

  18/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Hello, I have attached a document which outlines all the dates and communication with Burt's Roofing Canada project manager **** ******. Here are some details: a deposit was made of $7864.80 on October 13, 2021 to re-shingle our roof and add more insulation in out attic. (invoice attached with deposit listed) I reached out to **** ****** 17 times to get the job done and he kept making promises but never following through. I have asked for our deposit back several times but he has not responded. You will see in the communication that we tried our best to get this issue resolved to no avail. Thank you so much for your time. ******** *********

  Business response

  09/09/2022

  WE have agreed to refund their deposit within the next 2 weeks. 
  
  thanks 
  
  ****
  

  
  

  Customer response

  26/09/2022

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

  Hi, Please see my ********* ********. Mr. ****** was to refund me my deposit by September 23rd and he did not. I would like my full deposit back ASAP as it's been since October 2021. Thank you, ******** *********
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  16/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired Burt's Roofing to repair our roof/chimney to fix a problem with one of the chimneys leaking water into the chimney clearout in the basement when it rained. The work was done in November 2021 and Februrary 2022 for a total of $3152.70. This amount was paid on Feb 3, 2022. There was some additional work that was to be finished in the spring as it was getting late/dark in February to complete everything. Notes from the Feb invoice: "Here's your invoice, you will find some pictures attached to the email regarding the chimney work. Thank you for the patience in getting this job completed. We have been advised by our service crew, that you will require another approximately 1 hour of preventative maintenance in the spring time in order to replace the screws on the turret section of the roof. Please give us a call in the spring and we will come and take care of that for no charge. " Additionally, water still leaks into the chimney clearout when it rains. We've repeatedly attempted to contact Burt's Roofing with emails and phone messages over the past six weeks with no response other than one email response asking for our address which we replied to, then nothing.

  Business response

  09/09/2022

  WE have reached out to Mr, ***** to finish the small amount of repairs on the job, with no response back. If they would like us to, we will return next week,
  
  Thanks
  
  ****
  

  
  

  Customer response

  09/09/2022

  ****** ******** *******
  

  We replied to an email on August 17 and haven't heard anything since. We no longer have a home phone but my cell phone number is *** *** ****. 

  Next week would be fine if you want to come by to finish the work.

   

  Thank you,

  ****** *****

   

• Initial Complaint

  05/08/2022

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  On June 7th was agreed on via quote from Burts Roofing to complete 2 jobs Job 1. Build parapet wall, supply and install new metal capping, supply and install new downspouts $22,317.50 Job 2. Demolish Brick and stucco on rear wall replace with metal siding $38,702.50 A 50% deposit was paid to both jobs on June 7th 2022 Job One was complete on June 11th and paid in full. There were mistakes made and primised to be fixed by Burts but not done. On June 25th Job 2 was started work on for the day, Burts returns on June 29th for a few hrs to meet me on site and from then never returned. The did not complete the demo and left the site for over a month torn apart and safe to the public. When in communication with **** ****** ** ****** for the first few weeks he said that the truck was broke and 1 man had hand foot mouth disease. He kept promising they would return the next day. This went on for 3 weeks. Then all communication stop from Burts. After 5 weeks of them leaving and not coming back i hired another company to complete the work. The completed the rest of the demo and refaced the wall in 4 days I now have a new company coming to replace the metal flashing that was done wrong I am out the 50% DEPOSIT OF $19,351.00 and the cost to replace metal caping and provide new downspouts approx $7,000.00

  Business response

  09/09/2022

  ****** and i have agreed that we will reimburse $10k, also if they want reimbursement for the roof capping, they will need to provide pictures or and being repaired and receipts for said work.

   

  Thanks 

   

  ****

  Customer response

  19/09/2022

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

  Hello this issue has still not been resolved.  It took over a month for the business to respond and they have NOT fulfilled the obligation we agreed on. Which was $12,000 returned and to finish the outstanding Deficiencies

  I can send evidence of this. Please to not close this complaint. I was giving the business some time to fulfill the agreement, that is why I was not responding right away. 

  Thank you 

  ****** ******* *********** *** ****** ********  

*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. ↩