Complaints Policy

Purpose and scope

This complaints policy explains how Roofing Contractors Montreal Team in Montreal, QC receives, reviews, and coordinates resolutions for concerns related to roofing contractors, roof repair, and roof replacement arranged through our service.

Roofing Contractors Montreal Team matches Montreal-area customers with screened independent contractors and coordinates the job from estimate to completion. We do not perform field work; your assigned contractor completes the work and holds the workmanship warranty and the liability insurance certificate. Our role is to coordinate fair, timely next steps when issues arise.

When to use this policy

Use this policy for concerns about scheduling, communication, scope, materials, workmanship, site cleanliness, property protection, or follow‑up on roofing work coordinated by Roofing Contractors Montreal Team. It covers projects in Montreal, QC and nearby communities including Brossard, QC, Saint-Hubert, QC, Pierrefonds-Roxboro, QC, and Le Sud-Ouest, QC.

How to submit a complaint

Provide your complaint in writing through our website form or to your assigned coordinator. You may also call the office during business hours to document your concern verbally; we will summarize the details and send them back to you for confirmation.

Written complaints can be delivered or mailed to our coordination office at 8562 Blvd Pie-IX, Montreal, QC H1Z 3V1 in Montreal, QC. Office hours are Monday through Friday, 9:00 AM to 5:00 PM. If visiting, please schedule ahead so records are ready for review.

What information to include

To help us review efficiently, please include:

  • Your name and best contact method
  • Property address and project type (roof repair or roof replacement)
  • The matched contractor’s company name and your job number, if available
  • Dates of service and who was on site (if known)
  • A clear description of the issue and when it started
  • Photos or video of the roof area or interior symptoms (leaks, staining)
  • Copies of the written scope, proposal, invoices, and any warranty documents
  • Your preferred outcome (inspection, repair, documentation, other)

Our review and coordination process

  1. Acknowledgment: A coordinator logs your complaint and sends a written acknowledgment with a case reference.
  2. File check: We review the signed scope, materials, permits, progress notes, photos, and completion documents on file.
  3. Contractor notice: We notify the matched contractor and share the documented concern for their response.
  4. Inspection: We coordinate an on‑site review by the matched contractor or, when appropriate, an independent inspector. Safety, weather, and roof access may affect timing.
  5. Plan and timeline: After inspection, we coordinate a written action plan from the contractor outlining corrective steps and target dates.
  6. Follow‑through: We monitor agreed steps, gather completion photos or reports, and confirm updates with you.
  7. Closure: We provide a written summary of actions taken and the final status (resolved, partially resolved, or unresolved with reasons).

Response timeframes

  • Acknowledgment: We aim to acknowledge receipt within two business days.
  • Initial coordination: We typically notify the matched contractor within one business day after logging your file.
  • Inspection scheduling: Most inspections are arranged within five business days, subject to weather, roof access, and contractor availability.
  • Action plan: A written plan is usually provided within five business days after inspection. Some manufacturer reviews or complex leak tracking may require additional time. We will keep you updated.

Escalation options

If you feel your concern is not progressing, you may request escalation to a senior coordinator for review of timelines and next steps.

Where facts are disputed or findings are inconclusive, you may request a third‑party inspection. We will coordinate availability and advise of any costs before scheduling.

Workmanship matters are covered by the matched contractor’s written workmanship warranty. If corrective work under warranty is delayed or contested, we will document your request and coordinate further with the contractor. Manufacturer warranties, if applicable to installed products, remain between you and the manufacturer.

You may also pursue external remedies available to you under local consumer protection laws. We will provide copies of project documentation we hold upon written request.

Responsibilities and limitations

  • Contracting party: Your agreement for roof repair or roof replacement is with the matched independent contractor, not Roofing Contractors Montreal Team.
  • Warranty: The matched contractor holds and services the written workmanship warranty. Roofing Contractors Montreal Team coordinates communications and scheduling but does not provide or hold the warranty.
  • Insurance: Matched contractors must carry liability insurance; Roofing Contractors Montreal Team verifies coverage before work begins. Claims, if any, are handled with the contractor’s insurer.
  • Coordination role: Roofing Contractors Montreal Team does not control field crews or construction methods. We coordinate documentation, communication, inspections, and reasonable scheduling that supports resolution.

Record keeping and privacy

We keep a record of each complaint, related correspondence, photos, inspection notes, and outcomes for at least three years from closure.

Records are stored securely. We share complaint information only with the matched contractor, independent inspectors, manufacturers involved in product reviews, or as required by law. For details on how we handle personal information, see our privacy policy.

Local coverage and access

This policy applies to projects coordinated by Roofing Contractors Montreal Team across Montreal, QC, Brossard, QC, Saint-Hubert, QC, Pierrefonds-Roxboro, QC, Le Sud-Ouest, QC, and other nearby neighborhoods.

Customers who prefer to submit documents in person can deliver them to 8562 Blvd Pie-IX, Montreal, QC H1Z 3V1 during posted hours. Please include your case reference on all materials.

Resolution outcomes

  • Resolved: The issue was corrected, or documentation shows the installation meets applicable standards.
  • Partially resolved: Some items were addressed; remaining items are documented with next steps or reasons.
  • Unresolved: No corrective action taken or parties disagree. We will document positions and provide copies of relevant records so you can consider further options.

Policy updates

Roofing Contractors Montreal Team may update this complaints policy to reflect changes in process or law. The most current version will be published on our website and will apply to complaints submitted after the effective date of the update.

Contact Us

If you have questions about this complaints policy, contact Roofing Contractors Montreal Team using the phone number (438) 802-0606 or email us contact@roofingcontractorsmontreal.ca.