Complaints

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.

• Initial Complaint

  Date:31/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  (*** A full/formatted version, which is more readable with details is attached in a pdf Document ***). I am representing my mother-in-law, the home-owner who is a 97 year old widow. Her two storey house with metal roofing required eaves-troughs. We hired "Maize Siding & Eavestroughing Inc" to have it installed in late July 2023 ******* ******. Within three (3) weeks of the installation, we reported several leaks (between back of gutters and fascia) in two (2) separate occasions/reports. Leaks identified in "1st Report" seemed to have been rectified (with drip-edge), but others (in "2nd Report", same type of leaks) are not. We followed up (after non-response for 4 weeks) with Maize and they came back asking for another $625 plus taxes (for drip-edge) for the complete house. No explanation have been given as to: a/ why they (leaks identified in "2nd Report") are not covered by the 25-year Warranty, and; b/ why such "drip-edge" requirement was not included/identified in the original Quote. This seems to be a similar scenario as the previous *** complaint in this forum, with respect to new "drip-edge" requirement (after installation).

  

  Business Response

  Date: 02/11/2023

  Hello,

   

  I'm sorry if we haven't communicated the issue properly. The leak is caused by a lack of a proper drip edge. Please see sketch provided to show what is happening. A roofing system should ensure the water flows directly into the existing system and not infiltrate behind. The metal roofing at 179 palomino does not do that. That's why a drip edge is required to fix the issue.

  It was not included in the original estimate as many factors can contribute to it infiltrating or not (slope of the eavestrough, water volume, downspout position etc.) From one house to another factors can change. we wouldn't want to add-on a cost that isn't necessary. But it was exactly that, it was not included in the original estimate therefor the client didn't pay for it. Now that we know it's required, the client should pay for it. The extra charge for the drip edge is justified. That being said, as a sign of good faith, we will return at our cost and hopefully we can close this file on a happy note. 

   

   

  Customer Answer

  Date: 03/11/2023

  I have reviewed the response made by the business in reference to complaint ID 20806527, and find that this resolution is satisfactory to me.

  Our ultimate goal is to resolve the current "leaks" issue. Even though we personally are not totally convinced by Maize's explanations here, we are happy to take this as a "win" on behalf of my mother-in-law.
  
  Since my wife found the mention of Maize on our local Kanata Neighborhood/Community Facebook group, it has been very disappointing as we did not expect any outside process (ie ***) is required to have such "leaks" issues resolved.
  
  It should also be noted that a site visit by Maize was conducted before a formal quote was prepared/accepted. We (like any reasonable consumers) fully expected a company specialized in "Eavestroughing" (in business for 35 years) to install a problem/leak free eavestrough as part of the agreement/contract/Quote (unless otherwise stated explicitly). A "Now that we know" explanation/justification here is just not very convincing.
  
  Should there have been any slightest hint/mention in the Quote that potential leaks (with newly installed eaves troughs) are not being covered, we would have gone to other companies/contractors who will automatically guarantee a leak-free eavestrough right off the bat.
  
  ***** SPECIAL NOTE for Maize - since we don't live at that address, please provide at least 12 hours of advance notice before you return to resolve this "Leaks" issue, so that we could attend onsite. *****
  

  Sincerely,

• Initial Complaint

  Date:02/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Maize installed my eavestrough in March 2020. In winter 2020, I noticed ice stalactites/icicles forming under the gutter/soffit of a section of the roof they did. After paying closer attention in the following weeks, I saw that it's actually leaking water, which is especially dangerous in the winter time because it creates slipping hazard right on the pathway under it (several of my guests almost fell down), and impossible to salt because the puddle/ice keeps forming along with the freeze/thaw cycle during winter (I have lots of pictures/videos). I was finally able to get someone from Maize to come over in winter 2021 to inspect and he agreed that it was an issue that should be rectified and he was going to dispatch a service team over, but I've been waiting ever since. I really wish not to spend another winter worrying about this safety issue and hope Maize is able to fix it for me.

  

  Business Response

  Date: 03/08/2022

  Hello

  There's 2 elements causing the icicles to form near the soffit; none of which is related to our eavestrough installation.  One thing to note, our eavestrough is seamless, there's no holes at the bottom.

  
  1) The shingles are too short thus allowing the water to infiltrate behind the eavestrough. We've mentioned it to the customer. We can install a drip edge to fix the roofing issue. The drip edge will extend the edge of the shingles and allow the water to drip inside our eavestrough instead of behind it. 
  
  2) As seen in the picture provided by the customer, the downspout extension is in a snowbank. This creates ice at the bottom. With a freeze / thaw cycle, ice back up will occur. The ice formation will quickly back to the eavestrough. Because the downspout / eavestrough is backed up with ice, on a nice sunny day, water melt will find the easiest path. This is another reason why icicles might form here and there. We've also mentioned this to the customer.
  
  We strongly believe the icicle formation experienced by the customer is not related to our installation. That being said, we're prepared to help out as a sign of good faith. We can install a drip edge free of charge.

  Customer Answer

  Date: 03/08/2022

  Hi, sorry but I don't recall being told about the drip edge and could find no reference to it in my correspondence with them. The downspout makes sense and I understand that. However, the complaint isn't about it being backed up because the leak absolutely still happens even without snow on the ground and on warm rainy days as well. Please see the pictures attached and notice the wetness pattern on the ground. Ultimately I don't really care what the cause/fix is as long as I can have dry pavement where the gutter has been installed. If Maize is willing to fix it, I'll accept their response.
  
  Sincerely,
  
  ***** ********