CUSTOMER SATISFACTION

Bay Roofing and Exteriors Ltd. Is committed to 100% customer satisfaction both in terms of quality and customer

experience. We strive to remove any unpredictability and avoid potential issues by providing customers with a clear

understanding of the proposal terms up front by helping customers understand issues that can arise during re-roofing.

1. Proposals generally plan for removal of one layer of shingles, which is normal for most roofs. In some cases

(normally older structures) it may not be possible to identify more than one layer of shingles at time of

estimating without exposing the roof. In such cases it is appropriate to negotiate additional charges with the

owner before completing the job since the contractor will incur additional shingle removal and dumping fees as

a result.

2. Similarly, removal and replacement of wood decking (normally plywood or supporting roof joints) in some

instances, cannot be known until the roofing tiles and underlayment, vents, or drip edge have been removed

and underlying deck exposed. In this situation, because these extras cannot necessarily be determined at time of

estimating, it is again appropriate to negotiate additional charges to cover the additional costs of labour and

materials necessary to do a quality job. Wherever possible, the contractor will identify the problem and attempt

to quantify the level of work and estimated cost. However, until the entire roof deck is exposed (ie all shingles

and underlayment removed), it will not be fully possible to know the exact extent of deck damage (normally

caused by water leakage over time).

3. In some instances, removal of TV antennas or satellite dishes are required to complete the removal and

replacement of a roof. The customer acknowledges that unless otherwise agreed, the contractor is not

responsible for re-installing such antenna or dish to ensure that the signal is being properly received.

4. The owner agrees to provide the contractor with reasonable hours of availability for work, normally not earlier

than 7am and normally not later than 8pm unless necessary to finish a roof and not leave it exposed to

possibility of rain or wind and resulting damage.

5.  The owner acknowledges that any other damage roof components (ie chimney) due to aging, is not the

contractor’s responsibility for repair unless otherwise set out in the proposal. The contractor will notify the

customer where such required repair is identified during the roofing process and a determination made if the

owner requires the contractor to proceed with the repair and an estimate given by the contractor prior to

proceeding.

6. The contractor acknowledges that the work completion will conform to industry and technical specifications

required to provide for proper functioning of all aspects of roofing systems standards including ventilation,

structural integrity, and quality of work. Where the customers requests contract conditions, changes, or

materials not recommended by the contractor, the parties acknowledge that such request or changes may void

the warranty if damages result in connection with the departure.

7. Ice buildup can occur in inadequately insulated building attic spaces creating leakage issues as water is caught by

the ice and backs up and finds its way under the tiles. This is typically referred to as ice-damming and is not a

roofing contractor quality issues (rather a construction issue) and would not be covered under the warranty.

8. The customer will provide a safe working area such that the contractor and employees can efficiently and

properly complete the work contracted. Children and pets should be kept away from the work site near the eave

of the roof where objects may be falling to the ground or tools and sharp debris may be in the process of being

cleaned up. For safety reasons, the work area should also be free of animal droppings which can get on ladders,

boots, and tools.