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Complaint Details
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Initial Complaint
03/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We needed a new roof and decided to go with Interlock Industries *** because they promised a lifetime warranty. The roof is good it doesnt leak, but now the paint began to peel off and it looks unsightly. In May 2024 we approached Interlock to find out what can be done and received an email from their purchasing manager Mr. ****** ****** asking us to complete a claim. We followed his instruction and mailed all the documents they asked for. After a month of waiting for reply, we send another email asking Mr. ****** if he has received our claim and if he needs more information. He answered that they have received all needed documents, and everything is in order. One month later nothing happened, we sent another email asking Mr. ****** about the status of our claim. He didnt respond. In September I called Mr. ****** and asked what was done about our claim, he couldnt find our documents and promised to call me back, after waiting two more days I called him again, but he didnt answer the phone, I left a message asking to call me back, but never heard from him again. A few days later we sent an email to Interlock BC Administrator ******* ****** asking her to help us with our problem. She promised to contact Mr. ****** and ask him for an update, after waiting a few mor days I email to Ms. ****** again and received an answer: I had followed up with ****** ****** & with the Guardian Warranty team regarding your claim, I will reach out to them again. This email came September 16. Today is October we still havent heard from them. This company has A+ rating with BBB. How can it be if after 4 months of trying to communicate with them not only has nothing been done, but it looks like they are just avoiding us all together.Sincerely,**** ******** and ******* *******.
Business response
10/10/2024
We have been in touch with Mr. ******* and Mrs. ******** and we will address their issue and complaint.
Regards,
****** ******
Interlock Roofing
Customer response
18/10/2024
Complaint: 22367781
I am rejecting this response because: So far nothing has been done. 9 days ago Mr. ****** called and said, "I will see what we can do for you". We haven't heard anything since then.
Sincerely,
**** ********Business response
24/10/2024
The customers claim has been accepted. Final details are being discussed. They have my direct contact information to facilitate any further discussion.Customer response
28/10/2024
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
22/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello I was advised from Interlock Metal Roofing when I bought my house from previous owner that my home lifelong warranty would be applied I bought my home in 2010 The previous owner put roof on in **** as per documents but no date signed on invoice policy. I contacted the company today and talked to ******. He could not provide me with that warranty from ****. The paint on my metal roof is peeling and I asked him to fix this issue. He was quite rude not able to give me a previous warranty and to only go by todays warranty. The customer service was horrible as it states that its a lifetime warranty on this roof. I would like the company to repair it as per their policy. Its a small fix as its not peeling on the entire roof and feel they are responsible to repair this. Thank youBusiness response
22/06/2023
Dear ***************************,
The Interlock warranty is transferable and must be done within a reasonable amount of time from the title transfer of the property.
Unfortunately, thirteen years have passed and the warranty can no longer be transferred.
Kind Regards,
***********************
Customer response
27/06/2023
Complaint: ********
I am rejecting this response because when I contacted the company when I bought the home, they said that the warranty is for the home so it didnt matter who owned it. I dont know why they cant show a warranty of that from back then that states that and why would someone tell me this in the first place they also havent even helped with trying to resolve the issue. **** ***** **** ****** *** **** **** **** ** ***** ** *** ******** ********** I am not happy with their answer and Im hoping that Better Business Bureau can do something about it. They cant just say its too late when its a lifetime warranty lifetime warranty means lifetime , not a few years or so many years based on what they say
Sincerely,
***************************Business response
28/06/2023
******************** had stated that she had advice from someone that any warranty stays with the product. Now she says it was someone from Interlock that told her that.
Whether the conversation took place or not has not been shown but it is not true - that is not our warranty. Our warranty is posted online at ************************. It was posted online in 2010. It clearly states our policy for transferring a warranty.
We are sorry that ************************ roof is having issues but we will not transfer a warranty 13 years after she purchased the roof, 23 years after the original purchase.
Regards
*************************Customer response
28/06/2023
Complaint: ********
I am rejecting this response because they have not provided me with that warranty from 2010. I asked where is was from **** when *************************** had it installed.Yes the conversation did take place regarding that its automatically transferred to the new owner otherwise as a responsible owner I would have done what was supposedly now advised of.
I am very upset that this is not being handled. I wouldn't have reached out if nothing went wrong with the roof. If a company is going to offer a lifetime warranty then they should be responsible of the lifetime of a roof from that home from their company . I would like to take this further. I am not satisfied.
Sincerely,
***************************Business response
29/06/2023
We would be happy to email ******************** a copy of the warranty that was in place in 2000.
This should hopefully clear up her concerns and certainly If she has any further questions or concerns, she is welcome to contact us directly to discuss it.
Regards
*************************Customer response
30/06/2023
Complaint: ********
I am rejecting this response because I am not satisfied with what they verbally told me 13 years ago and now telling me there is a warranty in place. The warranty should be lifetime warranty as they stated, and they are not honoring it.
Sincerely,
***************************Business response
11/07/2023
I would be happy to pass your contact information along to a sales representative for a quote if you like - or you could call **************Initial Complaint
02/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have discovered that the roof that was installed is leaking. I sent a registered letter as required by the warranty. The letter tracking has confirmed its delivery. I have not received a call on the matter. I have placed a number of calls to the company, but have been unable to get anyone to answer the phone. I have not received a call back. I require assistance in having the company contact me for warranty repairs asap. As I said the roof is leaking.Business response
03/02/2022
Interlock is currently experiencing phone line issues that made it difficult for the customer to reach us over the last two days. We have since been in contact and attended their residence to ascertain the nature of the issue. We have scheduled service for them under their warranty as soon as possible.
Sincerely,
Todd J****
Installations Manager
Interlock Industries BC Ltd.
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.