Description

Contractor was to supply a written warranty from head office and has not done so. There are issues with the contractor work and the contractor is now "ghosting me". Contractor letter head has an old/non-existing address. Contractor letter head does not have a valid email address. Contractor receipt not done on company receipt stationery. 1. On October 15 and 16 2025, my wife and I observed a new roof being installed on our backyard neighbours home. It appeared to us that the roofers were doing a good job. Our roof had been replaced in sections over a 12 year span and we felt that it might be the time to get an assessment and estimate. 2. On October 16, my wife walked over to our neighbours house and spoke with a representative from Rainproof Roofing and Masonry about providing an assessment and estimate. 3. On October 17, the assessment was done and I was shown a video of some loose shingles. I was told the shingles needed replacing on the roof and the cost would be $7,000 cash. My wife and I voiced our concern, stating that we wanted a warranty for the work done and a receipt for payment. We were concerned that Rainproof Roofing and Masonry would not supply either with a cash transaction. We were told by Gary (we assumed was the owner or company representative) that a receipt would be supplied and that a 25-year warranty would be sent out to us by the company office. He explained that he was offering us a form of discount. 4. Gary wrote up a contract in the amount of $7,000 and noted the 25-year warranty. The contract, more a statement of work, was done on company stationery and was signed by both Gary and I on October 17, 2025. Gary went on to say that if there was any problem with the roof to contact him (Rainproof Roofing and Masonry) and not IKO the manufacturer of the shingles. Rainproof will deal with the shingle manufacturer and that our warranty was with Rainproof Roofing and Masonry. My understanding is this is a standard practice in the industry. 5. After signing the contract Gary informed us that once the shingles were removed from the roof, they might discover damage to the wood roof and the roof or sections of it might have to be replaced. To replace the entire roof would cost $22,000 cash. We told him that we did not want the entire roof replaced if it was not necessary and he agreed that he would only recommend replacing what was necessary. We set the installation date of Monday October 20, 2025 to replace the roof. 6. Monday morning his crew arrived with the intent of replacing the entire roof. I would not let them start work until I spoke with Gary. Gary came out, the shingles were removed and he inspected the roof. He showed me videos of the roof and how water had damaged the wood around the perimeters. He told me the roof on the house would need to be replaced, but not the garage roof. The total cost amounted $19,500 cash. We agreed, the price on the contract was not adjusted to reflect $19,500 and the work was completed. 7. Gary’s on-site supervisor ( I assume that is who he is) came by in the early evening to pick up the money for the work, and had written out a receipt on a stock receipt pad (generally available in a Dollar store or stationery store) not on company stationery. I insisted that he write the company name on the receipt and that there was a 25-year warranty before I handed over the final payment. The supervisor told me that the warranty sometimes takes time to get to customers and that "a little trust goes a long way". 8. On October 27, 2025 I sent Gary a WhatsApp text message (his preferred way to communicate) asking when we could expect to see the warranty. I received no answer. 9. On November 5, 2025, I tried calling Gary twice and there was no answer. I left Gary a voice message after the 2nd attempt. My wife tried to call Gary using her cell phone and there was no answer or automatic forwarding to voice mail. 10. On Thursday November 6, 2025 my wife and I decided to drive over to the Rainproof Roofing and Masonry office per the address on the contract letterhead. When we arrived at the address, we found it to be a medical building and Rainproof Roofing and Masonry was not listed in the hallway directory. In fact, suite 405 did not have a company name assigned to it, indicating it was vacant. 11. On Friday November 7, 2025 we had our eaves troughs cleaned and asked the individual to have a look at the roof and let us know if he sees any problems. This individual has been doing this for us for a few years and whenever he spotted a problem he would make a minor repair. 12. This individual who does roofing said our main house roof looked pretty good, but the shingles over the garage (shingles were replaced not the wood) were raised (not adhering to the roof base) and eventually water would get under them and the heat of the summer will cause them to curl further exposing the roof to potential water damage. He showed me a video of the garage shingles and told me that we could either replace all the shingles or have them tarred down, a temporary fix that might last 3 to 5 years. 13. He sent me the video that I then forwarded to Gary using WhatsApp with the following text: “Gary, my wife and I have tried to reach you by Whats App text, telephone and message. We have not heard back from you. We just had the roof inspected that you installed on October 20, 2025, and shingles are not adhering to the garage roof. I am attaching a video taken by the inspector. I expect to hear back from you by the end of today, Friday, November 7 2025, with regard to how you are going to resolve the problem. We never received a response. 14. I also attempted to send an email using the company email address on the letterhead. That was kicked back to me with a failure to deliver. I then went to company website and using the email address from the website, [email protected] sent an email that essentially stated what was sent to Gary using WhatsApp. 15. As of Wednesday November 12, 2025 I have not had a response back from the company. 16. On November 13, 2025 I contacted Dominion Roofing to do a formal roof inspection. They found that the roof as installed would not leak and that proper boards, and vapor barrier was installed. The actual laying of the shingles appeared hurried and shingles were not properly cut to fit properly. Some shingles were raised. While the work was done per contract, it was pointed out that most “reputable” roofers would re-caulk or replace any flashing or chimney pan. This was not done and could lead to water damage. This was not written on the contract. 17. To date December 1, 2025 we have not received the proper warranty, nor do we expect to. We want people aware of Rainproof Roofing and Masonry. On their website, they claim to have been in the business for 18 years, but the workmanship does not match the hype. The roofing crew remained at my house waiting to be paid by Rainproof Roofing and Masonry. I was told by the individual who collected the money from me that they had to move money around to pay the installers prior to my paying them. Hardly what you would expect from a reputable business. As my wife stated: "There were red flags and we did not pay attention to them, because Gary came across as a reasonable and honest person." I am reporting this because I do not want others to make the same mistake we did and I am hoping that the BBB will be able to do something to address Rainproof Roofing and Masonry business practices.