Better Contracting Services

I apologize in the delay in getting this sent off to you and thanking you and your crew for a wonderful job that I hope I will never have to worry about again.

Just to recap the roofing scenario that I had for you:

? My 3 storey home is no more than 7-8 years old, and I noticed water marks on the 2nd floor master bedroom ceiling before we even purchased the home. Made note of it to the PDI inspector before and after the purchase, supposedly it was fixed.
? During the warranty period, after every winter when the snow would begin to melt it would leak into the house/ice dam build up and thawing and they came and “caulked” the problem outside every time I called and complained.
? I had a Tarion rep and the owner of the builder/Corey Libfeld from Conservatory Group sit in my kitchen and explain to me that Tarion’s bylaws clearly state that that ice dam build up is considered normal and professional removal would be required. I explained to them that IKO/builders shingle manufacturer, clearly state that the warranty would be null and void if any attempt at ice removal would happen. Neither one of them had an answer and my warranty period passed and no one helped me, not the builder, not Tarion, not my municipality or their inspectors. That is until I spoke to my friend Damon/Holmes and he recommended that I call and speak to you.
? We spoke and I emailed you pics of the problem area and we came up with a game plan. We found out that the builder does not have enough attic insulation installed, the soffit vents are completely plugged, the 3rd floor attic soffits are plugged, roof vents installed in the wrong spots-too low, open valleys instead of closed valleys, no “caulking”, no felt paper let alone ice and water shield/preferable installed anywhere and a few other things that escape me right now.
? Your guys showed up on time and got the job done right the first time. They took apart the problem section at an extremely dangerous pitch I might add and got everything done along with a few other items that were not initially recognized and decided to go with.
? They were prompt, clean, and courteous and cleaned up the jobsite afterwards. I still haven’t found one single nail on my property anywhere to this day.

I really don’t know what to say but my family and I sincerely appreciate would you did for us. To this day, I don’t know if anyone else would have cared to help me as much as you did and words cannot begin to express my gratitude.

Please feel free to use this thank you letter in any way that you see fit as a customer’s recommendation and reference.

Thank you,

George V

When I had received the quote from the company, I was satisfied because they were highly regarded in the industry. My quote accompanied a five hundred dollar deposit for work in August and the company finally returned my deposit in December. it took numerous calls to the company to get a refund on work that they promised to do, yet were never able to accomplish.

When I first hired the company, they did good work, yet then they were perhaps not as busy. It is apparent that their success is due to being featured on television and they are taking on more jobs than they can possibly manage. In the meantime, I received a quote from Avenue Road Roofing. I know that it is going to cost me more to do the same job, yet I know that it will be done properly and in a timely fashion.

July 30, 2008 was the anniversary of my having signed with Better Contracting Services one of the contractors recommended on the Holmes on Homes web site. The work is still not complete.

Better Contracting Services contracted with me to replace all of our eaves troughs, to install leaf proof covers, to remove one downspout and to cap two other downspouts and to redirect the water to the lawn instead of the sewers. Under “special notes” on their contract, the salesperson wrote: “Check for proper fall and flow and adjust if necessary.”

They came one year ago in November or early December and did the work. All the work was completed but I found that 1 – 1.5” inches of standing water were in several parts of the eaves trough and several corner joints were dripping water. The two downspouts that the workers capped and redirected to the lawns were capped with small stones.

When I complained about the leaks and water, I was told that the house had shifted and that they could not slope the eaves properly from the point where they had removed the one downspout that emptied on the driveway. They also said that they had capped the downspouts properly.

After many telephone calls to the company, I went in and met with the owner, Robert Graves. He was irate with his workers and kind to me. He met me at our house on January 7 of this past year. He told me that the house was sloped and suggested that I put a rain barrel where the removed downspout was or put back the same downspout to the driveway. He then said that I had not paid for the entire contract. I said that I had not as the work was not finished. He said that it was, and that these issues were “deficiencies.” He got into his truck, refused to speak further to me and said that as I had not paid that the work could go unrepaired until the summer. After he left, I thought about what he said. It did not seem unreasonable, and as I still trusted him, I went to his office and paid the remainder of the contract.

No one came to do the repairs. All through the winter I had to put salt on our porch and driveway due to the leaks. I once fell and chipped my elbow.

After another visit and several more telephone calls to the company, I spoke last April to Steve Graves. I asked him when he thought they might come to remedy these “deficiencies.” He said that they were not deficiencies, that they were repairs. He said only that that they would come when they were working in our area. I asked if that might mean weeks or months or sooner. He told me probably a week or two. That conversation was before the end of April.

I called again soon after and another employee told me that they would do the repairs on a rainy day as the job was small. When I asked how they could do the caulking during the rain he said that they could not.

After many more calls and another visit to their business late last spring, the owner said he was tired of this and that he’d send someone that day and that he never wanted to hear anymore about this work. They came that day and made the changes (except they left the one disconnected drain uncapped; the stones are still there).

Afterwards, I discovered two small leaks in the corners of the eaves troughs. I started calling in October to ask for repairs. I was promised the repairs on two occasions. They have not been done. No one has called.

At least it’s over.

I want to share my experience with Better Contracting. They installed flat roofing on my front porch and replaced the eavestroughs on the main roof of my home on Dec 23, 2006, that was 5 months after giving me an estimate. I patiently waited since I've given them a deposit. How I wished I never had to contact them again but 4-5 months later, eaves corners started leaking. After repeatedly calling them, they repaired it. We've had more rain that average this past sping and summer. So eaves were leaking again especially the front corner plus the downspout and the joint connecting to porch eaves. I called them requesting a repair on July 30th, imagine it's almost winter and still waiting for them to fix it. I had a second opinion from [competitor] but they don't do repairs. I had the eaves cleaned last week prior to it freezing and the guy told me that it was poorly done,and commented that the joint was installed by someone who obviously does not know what he's doing. He said that even the flat roofing was not properly sloped to drain water away from the house, well I know that now. I kind of noticed that mine looked different from my neighbour but I am not the complaining type. He can't believe that these guys are from Mike Holmes website and who are suppose to MAKE IT RIGHT. This time, I've had it with this contractor and have given them 48 hours to fix it otherwise I'll file a complaint to BBB. I have left messages at their office but did not hear from them. I emailed Steve Graves and Mike Holmes but I don't know if they will do something about it or even honour the 5 yr warranty on the contract. I just want homeowners to be aware that even if you think you've done careful research, you can still be ripped off. I'll keep you posted if there's any resolution to this.

We just had Better Contracting Services complete work on a new roof, eaves, eaves covers and siding on the dormer. We are overjoyed with the quality of the workmanship and the new look of our house. With a 25 year warranty on the roof, we will not have to worry about any more shoddy workmanship!!!!!!

We highly recommend this team of professionals.!!!!

I contacted Better Contracting Services after having seen their company numerous times on the "Holmes on Homes" tv show. I liked their open manner, professionalism, and desire to do the best job possible. Our current roof is 11 years old. The valley between the garage and the house had eroded a fair bit and I also felt that it was time to replace the flashing on the front and have the whole roof inspected in advance of the winter season. Even though we live in Scarborough and they are a west-end company, there were no issues about scheduling an appraisal, having a chat with the appraiser, and scheduling a repair date. The crew that came out to do the work was courteous, professional, and down-east friendly. In no time flat they were up on the roof working away. They offered suggestions with regard to improving both the look and the effectiveness of the new flashing. The explanation they offered made a lot of sense. And since there was no change in the original estimate, I quickly agreed to their proposal. We are very happy with the upgrade to the look of the front of our house and the repair of the valley. The flashing actually matches the windows and eavestroughing perfectly and much better than the previous work. Our home looks better and is better prepared to withstand the rigours of another Canadian winter. We are quite pleased with the work and the approach of the people at Better Contracting Services. We will keep their number handy for future work and will recommend them highly to friends and family.
Sincerely, Dan Nazar, Toronto

I am a strong supporter of Mike Holmes and while visiting his website, I stumbled upon Better Contracting Services Link. I remembered how professional and articulate their work was by watching a few epsidoes on the Holmes on Homes show. I called their office and booked an appointment. The estimator was punctual and very knowledgeable about the products used, application and took into consideration the style of my home. He suggested a shingle that completely changed the look of my home!. The installers came and did a most amazing job. After the cmpletion was finished, not a trace od debris was found. MIKE HOLMES, thank you for findig this company. For someone like me, a woman who is NOT familiar with this trade at all, I have once again have restored my faith in contractors. I will absolutely recomend this company , as I have already, and want to thank you again for a great experience.
Thanks from a VERY satisified customer!

Long story short, hired them for complete residing of house, after reading mixed reviews here (I know, I know...sigh) Was told materials were "Special Order" so we waited for 3 months. Still nothing. Continuously called asking for times when they would be there. I took 1 week vacation, they cancelled. GF took one week vacation, cancelled again. Finally came, but shocker...they hadn't ordered enough material and had to cancel again. But not before they left what materials they had in my backyard for 2 more weeks. Finally got started, was told job would take 2-5 days and proceeded to take 10. Left ladder up in neighbour's yard when they left at 3:30 on a Friday afternoon. Following Friday (with guys hanging all over the house still) they called and demanded full payment! Site Manager/Quote guy/salesguy was non existent and inaccessible the whole time, until payment was due, saying he was too busy to come by and check on job. Presented me with "Overage" at the end of $4500.00, which included "63 Corners", insulation and other stuff I had already paid for.
BTW - house WAS NOT round when they originally quoted the job. Suggested he should have found the time to 'drop by' as I had not sanctioned overage, not signed off on any of it nor had I even been told there was an overage, until he showed up with "New Invoice". Did not/WILL NOT pay it. Called BBB, they are listed and not in a good way, if you know what I mean.

My experience - would NEVER use them again. If warranty/labour issues need to be addressed, I'll find someone else and just pay for it out of pocket, rather than have to deal with these guys EVER AGAIN. I'm still trying to get my certificate of warranty for the siding (material) but apparently they tell me I don't need it?!?! WHAT??? I guess the materials company mysteriously 'remembers' all of your details when they have to.

As for previous poster who mentioned re: speaking to the owner, I say at least they gave you his name! I couldn't even leave a voice mail for him as "he doesn't want to hear from you"

Back away slowly and find someone else. Trust me.

Sep 08 (1 week after full payment) Downspouts that they relocated from house evidently did not bother capping. $360.00 for dead rodent removal from furnace room drainage pipe. This just gets better by the minute.

Response to whoever Steve Graves is:
1. Yes – there were numerous conversations between the estimator and us…as in “when are you guys showing up?” “Do you know how much longer this is going to take?” b) Site visit was before they started work and after they completed. If he showed up during the job, it was not when we were home.
2. The neighbour was never asked if it was ok to leave ladders in her backyard. Fortunately, we have a nice neighbour who understood the situation. I imagine some of your customers may not be so lucky.
3. 2-3 days vs 10-12 days….I think that speaks for itself. The “extra work” you allude to was actually completed in a single afternoon sir.
4. Apology accepted.
5. Yes absolutely, Guys were friendly and courteous. Overall the appearance of the house is much improved. The company was prompt to respond to fixing defects in workmanship when we made final payment CONDITIONAL on rectifying the issues first.
6. See above.
7. "We'll take care of your warranty". Who would accept that? The one they mailed was a warranty from the website I could have downloaded myself. The warranty is something I will always ask about prior to purchasing anything, it's basic common sense.
8. Please see original post, we do not want you back and simply hired someone else to complete what you started job.
9. Yes you are correct, I did see it AND I even shook hands...ON the $850.00, of which we honoured. Not the presented $4700.00 AFTER THE JOB WAS COMPLETED with "Uh...you're not going to like this". Frankly that's just being dishonest and no one in their right mind would pay it.

Finally, who are you anyway? I've honestly never heard of your name. Certainly not the owner who I wasn't allowed to speak with, or get his name.
Bottom line sir, get your facts straight whoever you are. You weren't there, I've never spoken with you before and I find it in very poor taste that you would even TRY to defend this.
I stand by my original post.

They did my roof in 2003 October. There was a five year warranty on their work but they did not honour it. I do not know when the roof started leaking because that type of thing takes a while to become apparent. However, there were at least four leaks. Three were from the vents they installed and one was from a gap between the peak of the roof and the dormer. During last years and this years rainstorms, the vents were leakiing to the point the water came thru the bathroom fan vent and the kitchen pot lights.

Better Contracting has been out a few times. The first time was after I talked to them at their display at the spring Home Show in 2006. Someone came by and left a card in my mailbox with no name on it at all. Their business cards have a blank area for a person to write their name. There was NO name on the blank area. I was concerned that the leaf guards on the eavestroughs were not working as the manufacturer claimed. When I phoned to find out who it was who had been here, the receptionist basically was competely uninterested in what I was saying. Three times she called by by the wrong name. In addition my address is at the end of a street with a similar name. I always point this out because pizza, mail and other deliveries meant for me end up misdirected. I had to say this twice to get the receptionist to note it. When I asked for her name because I was bothered by her inattention she said she was just a temp and refused to tell me. That was my first indication that this was going to be a problem. First, the person who left a card with no name, then a receptionist who refused to give me her name.

In 2007 it became apparent that the roof was leaking. The person who had sold me the roof came out to check it. He did not get on a ladder or anything like that. I do not remember for certain if he came into the house to see the damage from inside but I do not think he did. He said that the leaking was likely from ice damming the previous winter. However, they were supposed to have done their GOLD service, which meant that there was some type of barrier against water damage from ice damming.

In summer of 2007 I had a complete home inspection by a certified home inspector. He noted a roof leak. He also found damp plaster in a few areas in the house. When I phoned Better Contracting to ask them to come out and fix the leaks, the person I spoke to basically questioned the credentials of the home inspector.

I then talked to someone else whose name I forget. This was in fall 2007. By this time, the interior of the house was showing evidence of the leaks, as the paint on the ceiling and the dormer area and bathroom was falling off in sheets and damp plaster was falling down. He tried to say the leaks were caused my other people who took down a tv antenna from my roof and fixed my chimney. He was arguing with me and denying responsibility even as his employees were on my roof cauking it. The trouble with his denial of responsibility is that the tv antenna and chimney are on the northwest and west side of the roof, but the leaks were on the southeast and northeast part of the roof as well as the northwest part. Thus, the tv antenna and chinmey flashing could not be the source of the problem.

I then called them again and they came out in August this year. I again showed the guy the problem. By this point I had decided to get a reputable to fix the roof properly, since I no longer had any trust in Better Contracting. I was looking for financial compensation from them. The estimator at the other company, who by the way IS a roofer, said that the roof vents had been installed incorrectly. He also said the dormer was not stepped properly. When I phoned and emailed Steven Graves with this information I got a nasty email in return.

This is an updated review. Steven Graves did reply to my original review. He certainly sounds reasonable when he replies that they are willing to speak with you to fix the problem. However, his email and his actions say otherwise.

I went to three other companies for estimates on my roof and eaves and decided to start with the eaves. Better Contracting gave me the best advice and helped me divide the job into phases in order to manage my finances better. The quotes came in under the competition, they delivered on their promises and did excellent work.