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Consumer Complaints

BBB Accredited Business since 08/01/1998

Citadel Roofing Inc.

Phone: (204) 668-7663Fax: (204) 253-9898

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Customer Complaints Summary

6 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Guarantee / Warranty Issues4
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Total Closed Complaints6

Complaint Breakdown by Resolution

Complaint Resolution Log (6)BBB Closure Definitions
04/07/2014Guarantee / Warranty Issues | Read Complaint Details

*************** totally replaced the roof on our house less than ******* ago. We opted for the 'deluxe' job with all the extra protections against leakage. This was a bad winter in Winnipeg--we had our roof shoveled twice in ******* and ********* In early ***** we had the worst leakage we have ever had. We phoned *************** and they said ************; they were unwilling to examine the site or offer any help. I think they should *********************** make an effort to repair the exterior and interior damage; their work is less than ******* old.I am willing to discuss arrangements with them but the owner has a ***************** toward taking any responsibility. Winnipeg winters do generate ice on the roof; we have lived in this house for ********. I have never encountered such an attitude among the numerous business which have delivered services over the years.
Product_Or_Service: roof with drip flashing, etc.

Desired Settlement
*************** should stand by its work and repair the exterior and interior damage.

Business Response
This customer called us regarding ice damming that had caused leakage inside their home. I called the customer back immediately and said we are dealing with a lot of snow removal and ice damming calls and that this issue has nothing to do with our workmanship. This is stated in the contract in the terms and conditions and is standard to the roofing and renovation industry. Ice damming is not a responsibility of our workmanship, nor is condensation, frost build-up, or other acts of nature. The customer tried to be proactive about ice damming prevention but his efforts were not sufficient as there was a large amount of ice damming on several areas on the house. I did stop by and see this for myself. I did tell him at that time that the snow has to be removed prior to melting and refreezing and that it has become something that has been very prevalent this year and that it may be an insurance matter.(I did not say ************, but that may be how he felt). He was upset with me because of the situation but it is not our responsibility.

11/03/2014Problems with Product / Service
12/02/2013Guarantee / Warranty Issues
06/29/2012Guarantee / Warranty Issues
04/28/2014Guarantee / Warranty Issues | Read Complaint Details

had our roof re done in 2010 complete re roof insulation decking ice and water shield entire roof and re shingle entire roof.did not have any leaking issues for 10 years with old roof. re did the roof because it was getting old and we wanted to update the insulation. had leaking issues above 2 windows this year phoned **** ****** and was told it was due to heat loss and moisture build up in the roof and this is normal as we had such a cold winter? the next week had water pouring in our bathroom.water is coming in where the two roofs join togethor where the roofers made a poor atempt at flashing between the two roofs. which i may add dave charged me extra for saying it was not in the original quote. sent **** a fax asking him to address this problem. 2 weeks went by never heard back from him. sent him a email after and was ignored.i went up on the roof and removed any snow in the problem area and the leak stopped which tells me the problem is where the two roofs join due to poor workmanship.i already have a huge amount of damage to the ceiling and walls in the bath room.i am also worried about mould build up and the insulation losing it effectiveness due to getting wet in the ceiling cavity.i never had any problems the last couple of years as there was no snow build up on the roof areas due to little snow fall.also how can it be leaking above two windows due to heat loss and ice build up if the roof was properly insulated and vented when the roof was redone?
Product_Or_Service: re insulate re deck and re shingle entire roof
Order_Number: XXXXX and XXXXX

Desired Settlement
***** and repair the leakage problem above the two bedroom windows. assess and repair the problem between the two roof areas and repair damage to bathroom walls and ceiling.

Business Response
This year has been a bad year for ice damming, condensation, frost and other snow and water backup issues. This roof has the same issues arise. This is not workmanship related, it is because of weather related backup of snow and ice. I did talk to ***** about this but I never did receive a fax regarding it however. I was then out of town from March 26-April 9. Our contract states clearly that ice damming, condensation, and other acts of nature are not part of the workmanship warranty. And that any snow removal is to be done by Citadel Roofing and that this work may be a necessary maintenance on many homes. I am sure that once the homeowner reads up on ice damming and how it occurs and he will understand that this was not our fault once he has educated himself on the different aspects of these occurances.

Consumer Response
See attached rebuttal received from the consumer.

Final Consumer Response
We still contend that this issue of ice damming should not have happened if the insulation and ice/water shield was installed correctly. Assumptions are a form of ignorance based on a of lack of knowledge.

We run a business out of Headingley and work in Winnipeg and other areas out of town. If we receive a complaint from a customer no matter how small the job not to mention $30,000+ we make **** sure we would take the time to check out the issue at hand! If it is not your intention to come and check the problem we would be more than happy to have another company deal with the issue and send the bill to you!

Final Business Response
I stopped by today and confirmed that the roof and flashing installed by us where done properly and that the problems have been due to snow backup. The existing counterflashing sits a little high but is embedded in stucco and siding and the wall is missing siding along the wall also. ***** felt that should be our responsibility to repair, which it is not. This is stated word for word in our contract reading; "Flashings embedded in stucco,concrete or siding are not the contractor's responsibility to repair or replace". I fulfilled my obligation to check the roof. I will not do any more repairs for him whether they are paid repairs or not. Nor will I pay for any of his repairs. **********************************************************************************************************************************************************************************************

02/15/2013Problems with Product / Service

Industry Comparison| Chart

Roofing Contractors, Soffit Fascia Eavestrough, Siding Contractors/Eavestroughing, Siding Contractors, Roofing Service Consultants

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