ComplaintsforAdvanced Level Roofing Corp.

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a hailstorm in ******* back in 2020. We had asked Advanced Level Roofing to fix and repair our siding and roof that was damaged from the hail. Advanced Level Roofing charged ********* + ****** GST = $*********. Part of this cost included repairing the siding of the house at ******. Once they repair it. The siding fell apart twice. The first time was (not weather related) on its own on June **, 2022. We had contacted them by email on this date and told them that there workmanship was poor as none of the other houses siding had fallen off, just ours, they fixed it. The second time was recently on July **, 2024. Again none of the other houses siding had fallen off as this was not weather related but poor workmanship. We contacted them on this date and they had a representative come out to take a look. The representative, ***********************, said that they cannot fix it as the structure of the house has caused it. This is a false statement. Our house was built per city code in 2019, by the same builder as our neighbors. We had an inspection to verify it. Advanced Level Roofing just does not want to admit that it is there mistake and poor workmanship. We asked numerous siding companies to come take a look, they all said that structure of house is fine, and the issue was that Advanced Level Roofing did not use proper nails to bind the siding to the house. They also mentioned that Advanced Level Roofing did not put the nails into the studs of the house. We want them to repair and put the vinyl siding properly back.

  

  Business response

  07/08/2024

  Hello, 

  We offer one year warranty on services that are not Roofing. The issue came about outside of warranty and and by *****'s own admission we sent someone to fix it and it was repaired. After a thorough investigation, multiple site visits and after multiple repairs outside of your warranty, we have determined that the root of the issue lies within the home. Unfortunately, the warranty on her property expired over two years ago. Despite this, we have previously dispatched our team to address the siding issues as a gesture of goodwill.
  However, we want to clarify that the current problem is unrelated to our workmanship. While we have gone above and beyond to assist her, we must emphasize that this matter is outside the scope of our responsibility. We have completed 2 out of warranty repairs on this property. Being that the damages are not consistent and only occur after years after the repair, this proves that the issue resides in the structure of the home. We were also just informed her siding was damaged by the hail and we are unable to do a repair. She advised us she will need a full siding replacement on the left side and the back and the repair is unable to commence until we hear from her insurance company to replace all damages. 

  Her warranty expired nearly * years ago, we have done two repairs free of cost despite this. 

  
  Please feel free to reach out if you have any further questions or concerns.

• Initial Complaint

  18/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  July **, 2023 Crew showed up with absolutely no warning and started work on the roof.Wife works from home and was in meetings. Wife's meetings were interrupted and had to be cancelled.July **, 2023 Crew was supposed to come back and finish the job.Nobody showed up, no explanation or heads up that the crew wouldn't be coming.July **, 2023 Crew showed up and didn't finish the job.No explanation as to when they would be back to finish the job.July **, 2023 Crew showed up and "finished" the job.Every day the crew was present, I had to go out and pickup multiple handfuls of nails and clean up.Aug **, 2023 Receive an inspection report of pictures of the roof.Inspector was on the roof (with a trainee) for 3.5 minutes, very unlikely a proper inspection was carried out.I did a 1 minute inspection and found drip edge wasn't installed in certain sections.Aug **, 2023 was told that a crew would come out and install the missing drip **** and perform a proper inspection.Sept * and Sept *, 2023 ********* would come and install drip edge and perform inspection Sept *, 2023 Crew came and found 8 deficiencies total, did not install missing drip edge Sept *, 2023 Was told the crew would come to perform repairs today, no crew showed up, no communications.Sept *, 2023 ********* would come do the repairs, no crew showed up, no comms.Sept **, 2023 ********* would come, no crew showed up, no comms.Sept **, 2023 ********* would come, no crew showed up, no comms.Sept **, 2023 ********* would come, no crew showed up, no comms.Sept 18, 2023 ********* would come, no crew showed up, no comms.Job is still not completed,

  

  Business response

  06/10/2023

  We appreciate your feedback and are pleased to inform you that we have successfully addressed the concerns raised in your complaint. Our team engaged in direct communication with the client to thoroughly understand the issue and swiftly resolved it to their satisfaction. We are pleased to report that the client has confirmed their contentment with the resolution, and as a result, they have agreed to remove the complaint. Your valuable input has helped us improve our services, and we are committed to ensuring the highest level of customer satisfaction in the future. Thank you for bringing this matter to our attention.

• Initial Complaint

  31/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I asked Advance Leval Roofing to do full roof replacement in June 2022, They could not comit to do the job as i was told they were going to get it done no later than mid to end of august 2022, they finally showed up in October 2022, after MANY phone calls to them. Once they were there to do the job, they tool thier time, a lot of swearing. (i have 3 kids) in the house. i was told it would take 2 days tops.. it ended up to be 4 days(i had to take time off for this..Once they were done they left SUCH a mess, and never came back to clean.. see pictures the job that was done, ******** could of been done better by a non professional. both front and back of roof line the shingles were cut so crooked this might be a water leakage come spring.. Once completed they were supposed to complete an inspection, but never showed up. unttil today as i was sent the inspection report.. you can't do a roofing inspections report in the middle of winter.. I only paid $3,836.97 I am looking for full rembursement or a full replacement of the shingles.. I have tried to talk to them but they aren;t getting back to me. Please let me know what can be done?Thanks *****

  

  Business response

  13/02/2023

  Hello,

  We are trying to work with ***** to get his concerns addressed. It is noted on his invoice that he will be receiving a complimentary clean up in the spring and all he needs to do is *************** (fine print on very bottom of the invoice), unfortunately it snowed after completing his roof and before we were able to come by and do the inspection. Our vice ********** ****** has been attempting to get in touch with the client yet there is no answer or the client does not return his calls. We apologize for the delay but we always make sure our clients are aware that a job can be done on average in 2 days but due to the pitch of his roof and the lack of day light, we had to work safe so it takes longer. The inspection is strictly for advanced level roofing so that we can back our warranty and we are one of the only companies in ****** that inspect the roof after the project is done and sends photos to their clients free of charge. The work has been completed and all ***** needs to do is call *******************. 

  Customer response

  17/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have not received any calls or emails from Advance level roofing.   it says all i need to do is contact *****..  i can't as i dont have his number.

  Also, i have added a picture, as i had misplaced the picture.
  
  Sincerely,
  
  *******************************

  

  Business response

  23/02/2023

  Management has been in contact with *****. Management has assured ***** that the concerns will be addressed once the snow has melted enough for ALR to efficiently and safely fix the areas of concern.

  Customer response

  23/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me,  if the business in reference does not complete the job to what i call satisfactory. I will re-submit a new complaint referencing ID ********.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  10/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On October 11/22 Advanced Level Roofing was hired to replace our shingles on our house and garage for the sum of *******. Invoice number is *****. When they were done there was a broken sidewalk block, a damaged oil burning lantern and there was a lot of debris all of the yard including the neighbours back yard. I contacted ******** at Advanced and he sent out a supervisor who replaced the sidewalk block and cleaned up most of the debris. We were cleaning off the back deck and noticed damage to the deck topping, tar spilled on the deck and more debris left all over the back yard and between the garages. I did contact ******** again and he informed me he was going to send out his supervisor again. This never happened and I have left text messages with him and I have left voice messages with him and he will not return any of my calls. Now there is all this snow and the deck is buried so no one can see the damage. ******** did tell me replace the damaged oil lantern and that he would reimburse me the money for it. Since I cannot get a hold of anybody and am now out the money for the lantern.

  

  Business response

  14/11/2022

  As discussed directly, *** has compensated in full for all damages and as a result the closure of this formal complaint will follow.

  Customer response

  14/11/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/12/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This all began back in April when Advanced Level Roofing came around our neighborhood trying to sell everyone new roofing. They were very aggressive and demanded to come into the home, the others all presented their pitch outside, I did like their product line but couldn’t commit at that time. Over summer, I watched the way their team worked and asked for neighbors reviews. I compared that to the other roofers in the area from which I received quotes. It seemed like I was making an informed choice as the reviews I saw online were also mostly positive. In September, I asked for a new quote that would include my garage also. ***** was on vacation and said I could call the company or wait for him to return. I called the company a few times and received no response. I know that we can get snow anytime once September hits and wanted to get the process going as soon as possible as I felt we only had a few weeks left of appropriate weather. I was already frustrated. When he returned, he got me a quote and I accepted. I was asked for a 50% deposit so I sent that via two email transfers as soon as I could. See ******** emails and acceptance of quote on Sept 28/21 and email transfers completed Oct 1. I had mentioned a few times that I am disabled in the hopes that they wouldn’t take advantage of me. Nothing happened and ***** was not communicating. He promised me a couple of times they would be coming to work but didn’t. He called and asked for an extra $***** because he messed up the quote. Against my better judgment, I agreed to pay half of that. Eventually, they came and dumped supplies on my roof and in my yard without the promised phone call first. If called, I would have cancelled the contract and moved on. Now I was stuck and they didn’t talk to me for a month., despite my attempts. ******* ******* ********* **** ***** **** **** **** **** ****** ******  I cancelled my contract because they clearly have no intent to do this work in good faith. **** *** ******

  

  Business response

  14/02/2022

  Hi ****, 

  Yes, we originally spoke when we were completing many jobs in your neighborhood. As you said you saw our crew's workmanship and execution of projects in the area and you made an informed decision. 

  When you contacted us towards the end of the season. I explained to you that our timeline was roughly 3-4 weeks.  Yes, we experienced some setbacks due to a multitude of factors that we outlined to you MANY times. This year has been a little crazy for the roofing industry dealing with supply issues and also navigating a pandemic. As far as communication is concerned you are very difficult to reach by phone, and you asked specifically to only be contacted via email which our team tried to utilize as much as possible by sending you email updates.
  For the delivery, we notified you the day before as we do for every customer. 

  You have a steep roof and it takes special equipment and an experienced crew to do it time effectively safely. 

  When booking a project of this nature at the end of the season weather is also a huge factor, this was also communicated to you several times. 

  There was never any intention of not completing your project. In fact, in the last correspondence, you asked to get a crew to your project by the following day and we agreed and had the crew ready to arrive. Then to our surprise, you went back on this decision without notifying us you had changed your mind, then started saying we take advantage of * ****** ***** and that we rip people off, which was very concerning and distressing for our team as this was clearly never our intentions.

  These accusations are outright ridiculous and defamatory. We have thousands of happy customers that can vouch for our integrity, communication, and workmanship.
  We apologize for the experience you perceived to have but we tried everything within our power to work alongside you

  Customer response

  14/02/2022

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

  “Yes, we experienced some setbacks due to a multitude of factors that we outlined to you MANY times.”.  This is not true. You gave me some excuses as to why you weren’t doing the job you were hired to do.  
  

  “As far as communication is concerned you are very difficult to reach by phone, and you asked specifically to only be contacted via email which our team tried to utilize as much as possible by sending you email updates.”  When I noticed you were being difficult, I immediately defaulted to email contact only so that everything would be done IN WRITING. You tried on several occasions to do things by phone so you would have deniability later but I wouldn’t engage. 

  “For the delivery, we notified you the day before as we do for every customer. “. THIS IS AN OUTRIGHT LIE. You did not notify me and had you called or emailed, I would have cancelled everything. You admitted that you did not notify me in a few of the emails I ********. You even tried to use this as part of your excuses as to why you hadn’t done the job. 
   
  I am not going to pay you more money. You made mistakes and tried to **** me and it’s not working so this is your cost of doing business. Trying to get me to pay you more money for supplies that you a) dumped on my property without notice and b) cannot verify I received is not going to happen. Then saying that I need to pay you another $***** for you to come get the stuff you dumped on my property is ridiculous. I will pay you to come get it when you pay my invoice to you of $****** to store it for you over these many months. You see, I can be unreasonable as well. 
  

  I want my full deposit returned and then you can come get your things (under supervision) and we will part ways. This is reasonable. 
  
  Sincerely,
  
  **** ****

*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. ↩