We initially contracted Better Contracting Services to conduct extensive repairs on our house in April 2008. The work was conducted during July 2008.
Some months thereafter, upon witnessing the first severe rainstorm, we noticed the new eavestrough at the rear of the house was not working properly; water was flowing behind the eavestrough and down the side of our house.
When we inspected the problem area more closely, we noticed several problems. The eavestrough was installed with insufficient grade to properly remove rainfall from the roof. The eavestrough was attached to rotten wood which should have been replaced in accordance with the contract. There is a significant open gap behind the eavestrough exposing our attic to the elements, thus allowing moisture, rot etc to develop in the attic.
There is rotten plywood left at the corner of the roof which has lifted away from the main structure, creating another problem area for moisture and the elements to enter the attic. When we phoned the sales representative, Murray Collins, to inform him of these problems, he came to the house, inspected the problem and agreed that our complaints were valid and assured us that he would endeavour to have it fixed.
After several promises, no-one showed up to conduct the repairs. After repeated phone calls to Murray over the course of several weeks, he eventually handed me over to Sue who is in charge of scheduling, as he told me he could provide no more assistance than what he already had done. This was approximately July 2009.
Since then, we have contacted Sue on numerous occasions, and on every occasion she has promised to send over a team to inspect and conduct the repairs. Several times she even gave a firm date as to when the team would show up. We are still waiting.
Our overriding concern is that my roof is rotting at an accelerated rate due to the exposure to the elements since the original repair. During the last phone call approximately 2 months ago, we agreed to pay for materials if they would simply agree to come and finish the repairs. This was not even enough to get them to live up to their promises.
At this point, it seems obvious that Better Contracting Services is simply hoping our phone calls will eventually stop and that this problem will simply go away. We have been treated completely unprofessionally, obviously due to the fact that our original payment was paid in full (and in fact in advance of this repair) and they feel we are no longer a priority. It is clear that repeat business from former customers is not in their business plan.