Roofmaster Ottawa

Customer Service is appalling from the front line all the way up to the owners! We had some work done in the past on our roof where they installed maxivents and we were happy with what was done. We had further issues with our dryer vent on the side of the home (it was damaged). We called Roofmaster and they were able to come and replace it quite quickly (we were happy with how fast it was done). The problem started with when they replaced it. The door on the vent stayed in an open position. We knew it was a problem when we asked the people cleaning the dryer vent to close the flap, then used the dryer again and it stayed in an open position. We emailed Roofmaster to let them know there was a problem and ended up speaking with customer service who proceeded to tell me the dryer vent was installed in the wrong place and should have been installed on the roof (even though every builder puts it on the side and there is tons of information suggesting you should never put it on the roof. She then offered an option where they could install it on the roof instead. When I explained that didn't solve the problem of my not getting what I paid for I was contacted by the owner and asked to send pictures. I did and he came out and fixed it. It worked find for a couple of weeks until I found the flap on the ground beside my house. Evidently he must have bent it to get it to flap and the wind must have knocked it off. I noticed this on Friday March 1 and sent him a picture, I didn't expect an immediate response and advised I would send him another picture when it was light (since it was dark on Friday). What happened next floored me and turned me right off his company. I sent a picture of the open dryer vent on Saturday (again not expecting a response until Monday) and he texted back "please do not text me in the weekend. You will be responded to on Monday when we reopen". Understand that this guy gave me his cell number initially and never provided any restrictions and asked me to text him the original pictures instead of emailing. I have been in customer service for over 20 years and this is exactly what you don't do. I have been patient, I've only asked for what I paid for and this is how I get treated? If the job was done right the first time I wouldn't have to go through this. He offered to refund me for the job but truth be told I just want to share my experience, I don't want a refund that comes with strings. $480.25 to install a dryer vent. Seems simple right? Now I have to hire another company to fix what Roofmaster wouldn't. Oh and to the owner, your customer service is appalling. Stay away from these guys. I will be sharing my experience with anyone who wants any roof work done.

We had our roof replaced by Roofmaster this month. Let me start off by saying the roof looks amazing. We are very happy with our shingle selection (Landmark Pro) and the overall results. This changes the look of our house completely and for the better!

We did hit a few bumps along the way. The first crew that was scheduled to start the work was a no-show on day 1, day 2 and finally day 3 and thats after being in direct contact with the crew foreman. I reached out to head office to voice my concern and was immediately put in touch with Tony, who assigned a new crew lead by JF. That was on June 14.

JF reached out to me same day and made sure to let me know he would keep me posted every step of the way. This included the delivery of material, expected start date and any other details regarding this project. Shingles were delivered on my roof as promised on June 20th. The work started two days later on June 22. The crew that worked on our roof was amazing. They clearly are experienced roofers who know their stuff. I have full confidence in the quality of their workmanship.

The other bump we hit was that the job got delayed several times and several days due to lack of material on site including basics such as nails and quite a few bundles of shingles  this was not the crews fault at all. As a result, what should have easily been a 2-day job (that was their own estimation), it finally took until June 28 to complete the roof replacement. All that is left to do now are a few minor touch-ups. So all in all, our house was a construction site from June 20 to June 29.

So do I recommend Roofmaster? Absolutely YES, but thanks mainly to the quality of the workers that actually did the work. Its worth repeating, the crew was amazing including Brandon who stepped in when JF was not available. Tony did the best he could given the circumstances and was very responsive to my concerns, which I appreciated. In the end, I rate them 9 stars out of 10. I would have rated a 10 but given the initial crew no-show (job was to start on June 10), delays due to missing product on site, I settled on a 9.

We had roofmaster come and repair fascia, when there was an issue, they stayed true to their warranty and fixed the fascia again. The owner was very reasonable to work with.

Dominic was the sales person and is very personable which made me feel that we were going to be getting great quality in materials and workmanship. Hugo and his crew worked very hard to deliver that workmanship quality and did an excellent job even though we had several days of rain. They never left anything to chance and always made sure our roof was covered and able to withstand the rain until they could get back and complete the job. Our roof looks amazing and our neighbours have commented on it so we know that the job was what Roofmaster promised. Thanks Hugo !~

We called Roofmaster at a time when we were having difficulty with squirrels. We live in a century old home and they were chewing through the wood fascia/soffit. We were eventually successful in dealing with the problem through pest removal channels. The estimator went above and beyond and was extremely helpful with this, even though pest removal is not part of his job. After the intrusion was dealt with, we decided to forego the capping of the fascia/soffit as it was not absolutely necessary.

When we first met the estimator, he gave us an estimate of the cost of the job (approximately $20,000). He also showed us pictures of nearby/similar roofs with a clean/seamless transition from the roof to the fascia. We took some time to think about it and again, we decided not to proceed.

Then, the estimator got back in touch to say that his boss was able to secure the materials at a lesser cost and therefore, the cost of the job would be reduced. Given the new cost (approximately $18,000 taxes in) and our interest in cleaning up the look of the house (based on pictures we were shown of “similar jobs”), we decided to go ahead. The owner later referred to this as a “discount.” This was not relayed to us as a discount— just the agreed upon cost of the work, given the cost of materials.

After the installer had already begun work, he pulled me aside to tell me that he would not be able to install drip edge, as the roof had an old cedar shake roof sitting below it. I was assured that this would not impact function. I also assumed that the estimator knew this and that we were still on track to accomplish a clean and finished appearance. I was later told by the owner that the drip edge was not included in our package, so we should not have expected it. We were confused as to why the installer went out of his way to inform us that he would not be able to install the drip edge if he did not intend to install the drip edge to start with.


When the installers finished the job the next day, I called the estimator to explain that the installer was unable to install drip edge and that we were disappointed by the appearance (no clean lines, rough, cedar shakes visible underneath, seamless transition to fascia not accomplished). The estimator responded immediately and arrived to take a peak.

He agreed that this was not the look that he had hope we could accomplish. He also stated that he did not notice there was a cedar shake roof underneath our current roof until right then. Later on, during a 3-way phone call with an owner, the estimator repeated this. Both owner and estimator, however, stated that they were paid to cap our fascia and soffit, had done so, and so they had done their job. They also suggested that the fault in all of this sits with previous home owners who chose to place a new roof over an existing roof, rather than discard of the old one.

While we understand now that it is not possible and the reasons why, we were told that we were going to accomplish certain appearance for the agreed upon cost. As the roof professionals, we did expect that Roofmaster would have identified issues prior to installation. At that point, we would not have gone ahead with the project. On a call with the owner, he stated that the estimators do not necessarily have the technical knowledge to be able to identify things like this in advance. He offered us a $339.00 discount “on top of our previous discount” (the agreed upon cost to start work).

Given that there were really no solutions to accomplish a clean look, the owner suggested that we could hire a painting company to paint the exposed cedar shakes. Of course, he suggested this solution would come at our expense.

We are disappointed with the suggestion that a $300.00 discount is sufficient. We would not have proceeded with an $18,000.00 job if we were advised that it was not possible to achieve a clean or finished appearance. Roofmaster stands behind the work they have done and we agree that they have done all they can given the roof system that we have. Ultimately, though, we made an $18,000 decision based on a promise that the estimator made, almost entirely to achieve a certain aesthetic.

If you decide to go with Roofmaster, we recommend drafting a secondary contract, which clearly dictates responsibilities of both sides. If you are looking to accomplish a certain aesthetic, put it on paper.

Complex roof replacement. Excellent salesperson, Dominic, was very knowledgeable and helped us choose the right materials. Work was carried out as promptly as possible during late fall weather. Site was cleaned up well.

I contracted Roof Master to install a NEW ROOF. On the May 28th 2019 the Roof Master's workers worked on my roof. On 31st May the inspector from the company returned with the roofer who did the work. There was a lot of nailing and banging on the roof.

I noticed a large bump at the end of my roof above the front step. I pointed that out to the roofer and he said it was a piece of plastic. I asked him to take that "plastic "off, he climbed on the railing of my yard and pulled off a piece of plastic.

The next day I noticed the huge irregularity was still there. I texted the estimator who told me to phone the office for repair to my NEW ROOF.

The person who answered the phone at the office told me to send a photo. I guess I was supposed to climb on the roof for proof of bad work. After several phone calls to the office the original roofer and inspector returned to my house. The roofer said that there was some rotted wood which he patched. I was not told that there was rotted wood and was not given the option for my roof. The inspector's comment was the roofer is a" young guy" and what would I expect. I told the inspector, I paid for a new roof not some patch work. The inspector told the roofer to put a piece of metal and press it down firmly.

The next day the estimator came and looked at it and made NO comment and left me an email address.

Two day later on July 25th 2019, a different inspector came to my house. Again, I reiterated that is not what I paid for and I want a smooth roof. He said he has been a roofer for 30 years and this was the best solution.

The inspector told me he was going to phone the "owner of the company" I went into my house. By now, I am more than 30 minutes late. About 20 minutes later as I was about to leave my home I saw a man climbing up a ladder to my roof. I asked him several times “who are you?”, he responded “he is the owner and refused to give his name, I said to him." That is not the roof I paid for," he told me to come up the ladder to the roof and he will show me!!

I AM A SENIOR CITIZEN. I did not.

At first he tried to convince me that it was the flashing that was bolted down. I insisted that I lived in the house for several years and there was not flashing there because I can see it from my window every day. I stood my ground saying that was not the flashing.

The OWNER called me UNTELLIGENT, MIS-INFORMED, IGNORANT AND UNREASONABLE. He continued to berate me for over 10 minutes. He said he was doing roofing since he was 5 years old and he was here to EDUCATE ME!

The Owner admitted that the roofer made a mistake and the work he did was the "best solution.

· He wanted me to sign a document saying that he would fix the roof the way I wanted it but I would lose the warranty on the roof.

· He wanted me to get another contractor to look at Roof Master's work because it was the best work, BUT, AT MY EXPENSE

· He wanted to know WHY I chose Roof Master.

· Next, he wanted my husband's opinion because he seems “more reasonable.”

· That is trying to put husband against wife. In the meantime, the roofer was walking along my street to find a house with my type of roof to show me and the work Roof Master did was efficient. He found none and came up with a solution that would fix the" Bad Work" so it's not visible from the street by installing a white piece of metal to block it is visibility form the street and driveway. However, that does not fix the problem

· I can still see it from my window everyday

· The OWNER continued to berate me and only stopped when I said I would write a review. By now I am over 40 minutes late for my work so I drove off.

· Buyer beware If you can't see it that does mean it's well done.

· When I stood my ground, I was totally abused by the owner.

· This is totally unacceptable

Shanti from Ottawa

Great experience with Roofmaster! This company is not like other roofers in Ottawa.

They are real tradespeople. They don’t employ subcontractors; their own employees do the work.
These guys are true craftsmen and deserve the same recognition as certified electricians. The job was done perfectly, they don’t cut corners and they cleaned up thoroughly.

Special thanks to Andre Charbonneau, our foreman; genuine master at his craft. He answered all my questions, provided me with solutions to areas with prior damage and inspected everything with a fine tooth comb.
He even provided me with extra 3 feet of ice and rain shield, updated my decorative trim and made most fixes without charging. He went above what was required in the contract for flashing and valleys.

I did my research, got multiple quotes, looked and reddit and google before contacted them.
I was not expecting such attention to detail from a roofing company. I was pleasantly surprised at the level of professionalism.
And shockingly they had a very competitive price for the best product on the market (CertainTeed). Dominic, our estimator worked with us to come to a reasonable price.

They even came to do the job early at my request. Highly recommend.

I contacted Roof Master after last Friday's wind storm as I had several missing shingles. I booked a repair appointment (Tues PM or Wed AM). The roof master repair person contacted me to provide an update on when they would be at our house, much appreciated. Mark came on time Wed AM and replaced 8 missing shingles, fixed some popped nails and repaired some caulking. Great customer service and work, Thanks, Frank.

Over the past few weeks we have been trying to resolve a persistent issue with our chimney. We have had several people in who have looked at our situation and given different diagnoses. We needed to know what the problem was.
We subsequently approached Roofmaster who had done our roof a few years ago and their representative spent a great deal of time conducting various tests on the bricks and fascia and we know what needs to be done. The issue was not where other people had thought. Roofmaster’s representative was very pleasant to work with, very detailed in his work and was sympathetic to our plight.
We would like to commend Roofmaster for all the time they took to help us. They would not stop until they had identified the issue. We would recommend Roofmaster to anyone. They are a quality company and have high working standards and excellent customer service. This company lives up to their reputation and to the Consumers Choice Award they win every year!