ComplaintsforGarner Roofing, Inc.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Garner Roofing, The Sale Manager called me up and told me that they could not do the contract job for my house roof so I then asked him for my 10% refund of $1000.00 which I have not been refunded yet, it is now going on month

  Business response

  07/11/2024

  We were able to do his roof. After our field supervisor made multiple visits to his home after our sales representative's initial visit. We found that our rep had missed some items on the bidding process. We submitted a change order before work began to ************** and he declined to pay the additional change order and decided to cancel 6 weeks after signing the initial contract. We did charge ************** for the office and field time invested into our time on his job at $125 per hour and refunded him the difference of his deposit which i believe was around $300 refund that he received. we did have the right to keep his deposit since he did not cancel within his 3 day right. He canceled 6 weeks later after we already had  materials, permits and job on the schedule to install. 
  

  
  

  Customer response

  07/15/2024

  I am rejecting this response because: I never canceled or called them to do so, it was the sale manager who had called me and told me that they were canceling my contract and i never did receive any type of refund from them in the amount of $300, it took them almost 3 months to even make contact with me about doing any kind of work on my roof. Company is standing on statements made to deceive or mislead someone.
  

  Business response

  07/23/2024

  Please attached contract dated 12/7/23. Attached permit that was purchased on 1/29/24. Customer canceled job 3 months after signing original contract. After the company had purchased permit and materials with dozens of hours put into the job. Customer was only charged for 7 hours and refunded the difference of his deposit on 3/22/24 in the amount of $125

• Initial Complaint

  01/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In regards to complaint #******** Garner Roofing stating that they are not the correct company. However attached documents prove they are the correct company. I am shocked that they would lie about the outstanding contract that has yet to be completed.

  Business response

  01/22/2024

  Good morning
   
  We have been working with *** on this issue for past few weeks. Our field supervisor has done the water test also but per *** the issue is still not resolved and we have been in contact with her. We were scheduled to be out at the house on Friday 01/19 but it was rescheduled because *** wanted us to come when it is raining so we can see the results so it has been scheduled for this week. Goal is to resolve the issues and the invoice for this is not paid either so it is our goal to have this resolved as soon as possible
   
  Thank you
   
   
  *************************

  Customer response

  01/29/2024

  I am rejecting this response because the third attempt to fix the leaking gutters did not succeed. As a result, my rafter tails are continuing to become damaged with rain. On Wednesday 1/24/24 Gretchn at Garner agreed on a $4K revised invoice with 1 year warrantee from completion date. However, I have not yet received that updated invoice info from Garner as of Monday 1/29/24. 
  

  Business response

  01/30/2024

  I did initially agree to honor **** request to discount her job by $4,000 which is half of her total job cost. The reason that I agreed to this was because she was telling me that the leak we had been out to her home to repair multiple times was still leaking and it was causing dry rot damage to her rafter tails which in my book is unacceptable.
  However, before I could honor that request I had to perform a deep dive into the customers file to make sure there wasnt a piece of the puzzle that I may have been missing.
  During my research I discovered some information that made the agreement that I made with *** null and void.
  Turns out that the customer had a large awning attached to the roof of her home without getting her alterations approved by the AHJ. 
  Had we known that she did not get approval from a structural engineer before installing that addition we would have NEVER agreed to do the work on her gutters.(Authority Having Jurisdiction aka City/County of residence) 
  

  The awning that was installed utilized a bracket system and was adhered directly onto the roof.  The additional weight compromised the structural integrity of her roof and is more than likely the reason that everything we have done to try and remedy the situation for her has failed. The dry rot damage on her rafter tails that she has stated we are responsible for because her gutters are still leaking takes a minimum of 15 years of a steady water leak to develop. Considering we replaced her gutters a little over 3 months ago it is a mathematical impossibility that the damage that is on her rafter tails was caused by something we did or did not do. 

  In closing I would like to say we have made MULTIPLE trips out to this customers home trying everything in our power to help her address this leak.  We have sent managers, field supervisors and multiple laborers to her home all in the spirit of standing behind the promise we make to our customers when they choose us as their roof contractor. Weve done all of this without receiving a dollar from the customer for the labor and materials we have invested. 
  Weve gone over and above to help this customer and the solutions and attempts to fix a pre-existing leak that was created from a modification that she made to her home without going through the proper channels have come to an end.

  The only option we have left to collect payment at this point will be to lien the property. Which we do not want to do.

  
  

  Customer response

  02/01/2024

  I am rejecting this response because:

  Sac County ********** residential work except from permit attached showing that I do NOT need a permit for an uninvolved patio cover under 200 feet. Please do proper  research before making such accusations. 
  

  Your sales guy, *******, who quoted my project made ZERO reference to gutter install with permitted patio cover. He took several photos during his initial walk though. This info was also not included anywhere in the signed contract agreement, nor was it ever brought up when speaking with *******, *******, ********, or ******* during the dozens of phone calls or emails in the recent months. 

  Forest and ******* both confirmed that the reasoning for the current gutter leaks was due to non water tight screws being used by your third party sub contractors who installed this third set of gutters. Happy to reach out to them directly to confirm if youd kindly provide me their contact info. 
  

  It is dispicable that you are going back on the agreed upon invoice total. Feel free to continue with the scare tactics and threats of lien on my home. I am filing a formal complaint with the ** licensing board now. As currently listed, there are 4 other active complaints through the ** license board against you. 

  Business response

  02/17/2024

  It's possible that the information I was given about the awning needing to be permitted wasn't accurate. This was information that I was told and isn't something I have researched. However, that doesn't take away from the fact that the fasteners that were used to adhere the awning to the roof has compromised the roof is such a way that it causing this continued leak. Considering that dry rot damage takes years to develop and cause the kind of damage is proof that this was an active leak long before we ever stepped foot on her property. We have gone above and beyond to try and seal the entry points of those fasteners in a good faith attempt to make them as water tight as possible. Since our several attempts to try and help the customer with a leak we did not cause have failed not only does the customer refuse to pay us for the man hours, materials and efforts we have put forth now she's also threatening to put us in an even more of a financial strain by putting in a complaint on our business license. 

  This is a perfect example of how going above and beyond for your customers can sometimes bite you in the behind. 

  Customer response

  02/21/2024

  I am rejecting this response because:

  Im disappointed that your idea of going above and beyond is not returning dozens of phone calls / emails over the last several months, agreeing on a revised price and then going back on agreement at that last minute, sending out Managers and Supervisors to fix bracket issues 3 separate times with ZERO improvement to the gutter leaks, making false and baseless accusations to cover your errors.
  

  After 3 sets of gutters and 3 attempts to fix the bracket leak with roofing sealant, at what point do you realize that the leak is NOT the patio cover brackets thats causing these leaks?
  

  According to the CA license board, ********************** does not hold a license to even install these gutters. Is that not correct? If not, Please provide copy of that gutter license for further clarification. 

  
  

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Garner Roofing, Inc. has hijacked our business name on ****** using ****** Ads, and is redirecting our potential clients to their website, telephone number, and address. We have contacted them directly via email and certified letter at their office, to their owner vial email and registered mail, and have registered 3 complaints with ******.After contact with the company directly on Friday, December 1, 2023, the sponsored ad was removed; however, upon review of our ****** ads page on Friday, December 8, 2023, we noticed that the sponsored ****** ad is up again with our business name ***************************** Roofing and attached to the Garner Roofing, Inc. ad. When you click on our business name ***************************** Roofing the consumer is driven to Garner Roofing, Inc. website, telephone number and physical address. We are losing valuable leads from our business and this is an infringement on our business name. This issue falls under DECEPTIVE ADVERTISING.Additionally, upon filing this complaint we chose Garner Roofing, Inc.'s main office location at *************************************************************************************.

  Business response

  12/18/2023

  I have confirmed with our Marketing consultant that this issue has been resolved and we have corrected the language that needed to be fixed. This can be closed and we have put some check and balances on our side when we have updates we have two different people reviewing and confirming the edits.

  Thank you

  *************************

  Garner Roofing, ************ Energy/***************

• Initial Complaint

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Garner Roofing **** for new gutters and dry rot repairs. They did a full walk of my roof and we agreed on a price. After an office error, the job was postponed two weeks, to right before a major storm. Garner roofers opened up my roof, and stopped working when it started raining. They did not replace the plywood and only covered the exposed roof with plastic tarp, which did not hold and I ended up with a waterfall inside my residence. I had to remove flooring inside my residence and they had to send out a drywall company to remove a whole wall so it could dry out. After this, they informed me that the whole roof actually needed to be replaced and assured me they would fix the damages to the inside of my residence. I asked for them to negate our contract as it took over six months for them to contact me all the while my roof was still covered with plastic tarp. They convinced me to give them a second chance, and we finally agreed on a new contract with the old one negated & I was assured the inside of my residence would be fixed. When they started the new roof, there was another delay due to an office error, and again part of my roof was removed and not covered properly and again I had water damage on the inside of my house. They finished the roof & began demanding payment before re-installing my solar. Once that was finally figured out, they again demanded payment and threatened to put a lien on my house, all without ever fixing the missing wall & not doing anything about the new water damage at all. The only correspondence they would send me was to demand payment & threaten a lien. Garner finally sent a tech out who agreed the job was not done, he was actually at my residence when the wall was removed. The top management refused to fix the damage they caused to the inside of my house. Unless I paid them another $10,000. I paid them in full out of fear of a lien and they still refuse to fix the major damages they caused.

  Business response

  12/14/2023

  Good afternoon
   
  Please see the written communication on the project that was between the customer VDW, **** and the company. Yes **** did sign a contract with us for the repairs that were needed to be done and during that time we had water damages and the company put in extra resources and labor to fix the floor and other items. The wall was left open as more work was needed and almost a year later **** did agree to give us another opportunity to reroof the house as the problem was the roofing. We met and went over the pricing as there was a huge discount and also we knew that there was almost 16K left from original work that was done.
   
  Per the email stating we had two options for the payment and it came with some major discount or we will charge for the repairs and **** agreed and that is why we closed the books after we were paid and he agreed to take on the cost of the repair that was left to be done.
   
  Thank you
   
  *************************

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Garner completed a complete roof inspection 8/26/23. An estimate was created. I made arrangements to have part of the estimate completed, which included the 2 valleys cleaned and repaired along with replacing the rubber roof collars. The cracked/broken tiles and slipped tiles would be repaired in a couple of months, due to affordability. First appointment for completion of work was scheduled on 9/8/23 between **** am. No one showed and no phone call was received with a reason why no one showed. I called to rescheduled. Work was allegedly completed on 9/14/23. In prep for selling my house, I had a home inspection completed on 10/16/23. As noted by inspector, the roof was not fixed. Had a roof inspection completed for a second opinion 10/23/23. Both inspections are attached. Again, the work Garner allegedly completed did not get done. Debris from flashings was minimally cleaned out but the damaged underlayment was not replaced. Valleys were not properly reassembled. Other valleys were accumulating debris that needed to be cleaned that were not noted in original Garner inspection. Rubber collars that were allegedly replaced were not. All rubber collars were dried out and cracking. So, as you can see, the initial inspection by Garner was not done completely as well as the repairs were not done fully. I have tried to communicate with them on 10/23, 10/24, 10/25, 10/27, 10/31, and 11/1 by phone and by email. On 10/25, emails were sent and text message was received that they got the copies of the two inspections. No response since 10/25.

  Business response

  01/24/2024

  I reached out to Mrs. *********** and left her a voicemail along with sending her a follow up email hoping to connect with her. I'm the new Production Manager here at Garner and I will be taking on past and future issues that need to be addressed. 

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************: 9/24/2019; Second Repair: 10/24/2022. Total payments: ************: $790.00; Second Repair: $1,200.00. Both Garner Roofing employees, ********************* and ***********************, told the undersigned (in person) they were personally committed to the repair of the water leakage in the hallway, as well as investigating specifically the causation. Initially, this leakage was very minor. AT NO TIME WAS THERE LEAKAGE FROM THE ***** COOLER AFFECTING THE INSIDE HALLWAY CEILING. THE ***** COOLER HAS BEEN INSPECTED AND SERVICED TWICE A YEAR SINCE I MOVED INTO THIS RESIDENCE. NEVER HAS GARNER ROOFING MADE ANY ATTEMPT TO RESOLVE THIS MATTER. THE UNDERSIGNED'S TELEPHONE CALLS WERE IGNORED. ATTEMPTS TO CONTACT *********************** AFTER HIS INITIAL INSPECTION WERE IMPOSSIBLE. HIS INITIAL PROPOSAL DID NOT ADDRESS THE ISSUES WE DISCUSSED DURING THE INSPECTION. IT TOOK A VERY LONG TIME TO RECEIVE AN AMENDED PROPOSAL. IN ADDITION, EVEN THOUGH *********************** TOLD THE UNDERSIGNED HE WOULD PERSONALLY DO THE REPAIRS, HE WAS NOT AVAILABLE. ON ONE OCCASION, PRIOR TO THE SECOND REPAIR, I WAS FORTUNATE TO REACH *********************** ON HIS CELL PHONE. HE ABRUPTLY TOLD ME THAT HE WOULD CALL ME BACK. I NEVER, EVER HEARD FROM *********************** AGAIN.

  Business response

  11/20/2023

  I am not disputing that the customer may have been taking quarterly maintenance of the system or yearly what we are standing behind is that when our team was onsite we took pictures and the ceiling had pre exiting damages and thats the picture we took and i shared. ***** is our Tech and we do not encourage any customer to contact them directly as we have a dedicated help desk that we track and monitor all issues and concerns. I am going to dispatch a tech to take a look but we will not be responisble for the ceiling or any damages outside of the work that we have completed. I will have the call center contact and schedule a inspecation for this week.  

  Business response

  11/20/2023

  Yes, per our record we have done the repair work for ****************************** at ************************************************************************************. The first Repair: 9/24/2019; Second Repair: 10/24/2022. Total payments: ************: $790.00; Second Repair: $1,200.00. All of our repair work is under warranty for a year and we stand behind our work as we have been in roofing business for the past 30 plus years. We have all the pictures and the work request and this is the 1st time we have been informed about the inside damage and as per our contract we are responsible for the roof and also no complain was made of any damages till this letter. Please view the attached pictures that was taken as for all our contract or estimates we take over 50 pictures and this clearly shows that the damages were there way before and that has anything to do with our repairs. I am sorry but we as contractors have to protect ourself too please.
   
  Thank you.  

  Customer response

  11/25/2023

  I am rejecting this response because:

  PLEASE BE SO KIND AS TO SEND THIS REJECTION TO: *********************, ********** ********************************** RE-READ THE COMPLAINT FILED WITH THE BBB. IT OUTLINES TWO REPAIRS: 9/24/2019 AND 10/24/2022! NOT THE ONE REPAIR WHICH WAS  NEVER COMPLETED BY *********************** ON 10/24/22. I HAVE OUTLINED THE EVENTS LEADING UP TO THE DAMAGES INCURRED TO MY RESIDENCE BY GARNER ROOFING WITH SPECIFICITY. GARNER ROOFING HAS FAILED TO ADDRESS MY BROKEN STAIRS OUTSIDE WHICH WAS INCURRED DURING THE SECOND REPAIR ON 10/24/22 BY TWO HISPANIC ROOFERS. ONE DID NOT SPEAK ENGLISH. ONE WAS VERY DIFFICULT TO UNDERSTAND. THEY SPENT LESS THAN AN HOUR AT MY RESIDENCE. I, IN GOOD FAITH, PAID THE ONE HISPANIC PURSUANT TO HIS REQUEST. I WAS NOT ABLE TO SUPERVISE THE REPAIRS AS I WAS SICK WITH BRONCHITIS. MY OUTSIDE STAIRS WERE NOT DAMAGED PRIOR TO THIS SECOND REPAIR. I SENT A CERTIFIED-MAIL LETTER TO ********************* (THE THEN MANAGER) AT GARNER ROOFING AS SOON AS I DISCOVERED THE DAMAGES. INITIALLY, ANY INSIDE DAMAGE WAS NOT SIGNIFICANT AT ALL. THE HANDLING OF THE SECOND REPAIR BY GARNER ROOFING WAS ABSOLUTELY THE WORST, UNPROFESSIONAL EXPERIENCE. *********************** PROMISED ME THAT HE WOULD COMPLETE THE WORK, NOT TWO HISPANIC ******. THE REPAIR WAS RUSHED BY GARNER. I RECIEVED A CALL THAT DAY THAT THEY WERE BEHIND ON SCHEDULED REPAIRS. GARNER ROOFING WAS SCRAMBLING TO FIND ANY WORKERS TO COMPLETE REPAIRS. GARNER ROOFING'S CONDUCT FROM START TO FINISH HAS BEEN UNPROFESSIONAL AND DAMAGING. PLEASE PROVIDE THE UNDERSIGNED WITH ANY PHOTOGRAPHS YOU CLAIM TO HAVE IN YOUR POSSESSION WITH REFERNCE TO YOUR RESPONSE.  GARNER ROOFING'S  RESPONSE AND/OR REJECTION DOES NOT RESPOND TO THE ISSUES ADDRESSED IN MY COMPLAINT. PLEASE HAVE THE COURTESY TO REVIEW THE HISTORY OF BOTH REPAIRS, AS WELL AS ALL PERTINENT INFORMATION PROVIDED. 

  
  

  Business response

  11/28/2023

  Good morning on 11/28/2023 at 8:12 am I personally reached out to the customer at ************ to talk and I had my field supervisor *********************** to go to the site and relook at the pictures and provide the update as what can be done or what is really going on. The customer refused to talk to me as she stated that I should only talk to the BBB. I as the contractor I am trying to resolve the issue but I need my team to review the work and go from there. I need some help on this as when can my team visit the house and look at the damages as again per my documentation the damages were there before and we have the pictures but i want to review and come up with a solution 

  Customer response

  12/05/2023

  I am rejecting this response because:

  GARNER ROOFING HAS REFUSED TO REVIEW THE ENTIRE HISTORY WITH REFERENCE TO THIS COMPLAINT.  GARNER ROOFING REFUSES TO ADDRESS THE INADEQUATE, INSUFFICIENT, AND UNPROFESSIONAL REPAIRS FOR: 1) SEPTEMBER 24, 2019; 2) OCTOBER 24, 2022. GARNER ROOFING HAS REFUSED TO ADDRESS THE OUTDOOR STAIRS WHICH WERE BROKEN DURING THE SECOND REPAIR ON OCTOBER 24, 2022. THIS COMPLAINANT HAS IN HER POSSESSION A SET OF BRACKETS WHICH WERE LEFT BY EMPLOYEES OF GARNER ROOFING ON THE DAMAGED STAIRS.

  GARNER ROOFING HAS NOT REVIEWED OR ADDRESSED THE DAMAGES ADDRESSED IN THE COMPLAINT. WHAT GARNER ROOFING IS TRYING TO DO IS CIRCUMVENT THE ISSUES BY ATTEMPTING TO SEND AN EMPLOYEE TO MY RESIDENCE (WITHOUT EITHER PROVIDING ANY OF THE ***** REQUESTED BY COMPLAINANT AS OUTLINED ABOVE), AS WELL AS, FAILING TO ADDRESS THE SPECIFIC DAMAGES INCURRED TO MY RESIDENCE AS A RESULT OF THE REPAIRS INDICATED ABOVE.

  GARNER ROOFING HAS PREVIOUSLY RESPONDED THAT IT WILL NOT BE HELD RESPONSIBLE FOR ANY DAMAGES INCURRED INSIDE A RESIDENCE. GARNER ROOFING CLAIMS THAT IT HAS PHOTOGRAPHS, WRITINGS, AND/OR MISCELLANEOUS MATERIALS RELEVANT TO THE REPAIRS AT ISSUE WHICH RESULTED IN SUBSEQUENT DAMAGES, YET HAS FAILED TO PROVIDE SAID PHOTOGRAPHS, WRITINGS, AND/OR MISCELLANEOUS MATERIALS TO COMPLAINANT.

  PLEASE PROVIDE ME WITH ANY AND ALL PHOTOGRAPHS, ESTIMATES, WRITINGS, NOTES OF TELEPHONE CONVERSATIONS, MISCELLANEOUS PAPERWORK, TEXTS AND/OR EMAILS RELATIVE TO THE AFOREMENTIONED REPAIRS.

  AS OF THE DATE OF THE FILING OF THE SUBJECT COMPLAINT, GARNER ROOFING HAD A RATING OF ONE STAR BY CONSUMERS WHO HAD USED ITS SERVICES. IF, IN FACT, GARNER ROOFING IS ATTEMPTING TO MAKE A GOOD-FAITH ATTEMPT TO RESOLVE THE ISSUES OUTLINED IN THIS COMPLAINT, PLEASE HAVE THE APPROPRIATE REPRESENTATIVE FOR GARNER ROOFING READ, REVIEW, AND RESPOND TO THE OUTLINED, SPECIFIC, DETAILS PRESENTED IN THE ORIGINAL COMPLAINT, AS WELL AS THE LETTER DATED JANUARY 26, 2023, ( SENT BY CERTIFIED MAIL--RETURN-RECEIPT REQUESTED), TO *********************, MANAGER, GARNER ROOFING, *******************************************************************************************, WHICH CLEARLY AND DISTINCTLY OUTLINES EACH AND EVERY ISSUE ADDRESSED IN THE SUBJECT COMPLAINT.  THESE ISSUES NEED TO BE ADDRESSED BY THE EMPLOYEE OF GARNER ROOFING WHO IS HAS READ ALL THE EVIDENCE PROVIDED WITH REFERENCE TO THIS COMPLAINT. THANK YOU FOR YOUR ANTICIPATED COURTESY AND COOPERATION. 

  
  

  Business response

  07/25/2024

  In regards to her stairs. She made this complaint  one year later after the work was complete. The stairs were never part of her original complaint. We never did any work above the stair area. 

  Customer response

  07/30/2024

  I am rejecting this response because:  THE ALLEGATIONS BY GARNER ROOFING (HEREINAFTER GARNER) ARE FALSE REGARDING A FAILURE TO BRING THIS MATTER TO THE ATTENTION OF GARNER UNTIL ONE YEAR AFTER THE SECOND REPAIR ON 10/24/22. MANY PRIOR ATTEMPTS WERE MADE TO RESOLVE THIS COMPLAINT.  THE OUTSIDE STAIRS WERE DAMAGED AFTER THE SECOND ROOF REPAIR ON 10/24/22 (OUTLINED IN THE CERTIFIED MAIL LETTER DATED 1/23/23 TO *********************, THE "THEN" MANAGER, FOR GARNER, WHICH DESCRIBES IN DETAIL THE EVENTS LEADING UP TO THESE DAMAGES. THE LETTER ALSO DESCRIBES IN DETAIL THE "SHODDY ROOF REPAIR 10/24/22 AND RESULTANT INSIDE LEAKAGE; DAMAGED OUTSIDE STAIRS DURING REPAIR; SUBSEQUENT COMMUNICATIONS IGNORED BY OFFICE."  I WAS CONTACTED BY *****************************, NEW MANAGER FOR GARNER, ON OR ABOUT FEBRUARY 2024. RESOLUTION OF THIS MATTER INCLUDED: 1) REPAIR OF OUTSIDE STAIRS DAMAGED ON 10/24/22 DURING THE SECOND ROOF REPAIR/DOWNSPOUT INSTALLATION; 2) REIMBURSEMENT FOR MATERIALS/LABOR REQUIRED TO  REPAIR THE DAMAGES TO THE HALLWAY CEILING (AS A DIRECT RESULT OF FAULTY ROOF REPAIR AND SUBSEQUENT HEAVY RAINFALL); AND 3) ANY AND ALL REPAIR(S) REQUIRED TO REMEDY HEAVY RAINFALL FROM ENTERING THE INSIDE RESIDENCE FROM THE SPECIFIC OUTSIDE ROOF AREA(S) AS OUTLINED IN SAID LETTER. GARNER IS IN POSSESSION OF ALL CORRESPONDENCE; PHOTOGRAPHS; AND RELEVANT INFORMATION REGARDING THIS MATTER. ***************************** FAILED TO FURTHER RESPOND TO BOTH THE BBB AND *****************************. ADVISED BY GARNER THAT THERE IS NO RECORD OF AN EMPLOYEE NAMED *****************************! GARNER HAS MULTIPLE COMPLAINTS FILED AGAINST IT WITH THE CALIFORNIA STATE LICENSING BOARD AND JURISDICTIONAL COURTS AS A RESULT OF FAULTY WORKMANSHIP; HIGH EMPLOYEE TURNOVER; AND A COMPLETE FAILURE TO ACT IN GOOD FAITH AND FAIR DEALING WITH ITS CONSUMERS. FOR RESOLUTION, GARNER HAS MY CURRENT ADDRESS, AS WELL AS CURRENT TELEPHONE NUMBER. IT SHOULD BE NOTED THAT ANY PREVIOUS TELEPHONE NUMBERS ARE NO LONGER IN SERVICE. THE CURRENT TELEPHONE NUMBER WAS PROVIDED TO AN EMPLOYEE OF GARNER WHEREIN IT WAS DISCLOSED THAT ***************************** WAS NOT RECOGNIZED AS AN EMPLOYEE OF GARNER BOTH PAST AND PRESENT.
  

• Initial Complaint

  10/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  hired company to install snow fencing on my roof. It was installed improper and the company is not fixing the issue. 5 10ft sections of snow fencing were installed and 4 of the 5 were torn off by last ******* snow. There were only 2 S5 clamps per 10 feet of fencing. There should have been 1 S5 support on EVERY Standing seam of the roof - in other words there should have been 10 S5 supports for every 10 feet of fence. My Chimney was almost torn off because the snow fences failed. the Chimney supports were sheared off and bent and need replacement now as a result of the failure. Im need this all fixed before this winter hits or the chimney may be torn off again too.

  Business response

  11/03/2023

  Good morning

   

  Thank you for giving us the opportunity to explain this concern. Yes we did install the snow Guards for our customer *************************, and we purchased it from ****************** who is the supplier and this is warranty issue and we have been working with them. Just to give some background for jobs of this type we have to submit the plans for the supplier and then they provide us the recommendation and the instruction. We had to provide all of the drawing and the pitch and they provided us.

   

  We are in contact with them as to find out what happened and what can be done right away for our customer to get this resolved. I have escalated this to their management and waiting for a reply. I am sorry it is taking this long but goal is to have this resolved this week so I can get back and explain the next steps

   

  Thank you

   

   

  *************************

  Garner Roofing, ************ Energy/***************

  Email: ***********************************

  Work Cell: ************

   

  "To create an innovative customer experience that leads to lasting relationships" 

   

• Initial Complaint

  07/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called them to have a roof maintenance done on my home. My appointment was scheduled for 6/21. I had to input my credit card information for payment. I should've went with with my gut and not have given it to them until AFTER the appointment. I advised the schedulers (*** and *****) like hey this is a 2 story home. The roof person will need a 2 story ladder. 6/21 comes around and ****** pulls up to my home with a compact loud sounding business car. He speaks with my husband trying to say "well from the looks of it here your roof looks good, if you want I can go into your attic and check inside" Wth?! NO! We kindly said no thank you, we requested for a well prepped service and I need you to honor that and be prepared for it prior to arriving. He advised to call the office and have it rescheduled. I called the office and rescheduled to 8am - 9am on 6/29 and went about my day. 6/23 - I see a CHARGE HAS BEEN TAKEN OUT OF MY ACCOUNT of $99 for service I NEVER RECEIVED! I gave the company the benefit of the doubt thinking well it's okay they're coming 6/29 so I at least am betting they're not going to charge me again. 6/29 is here and it's 1pm and ****** still has not shown up to my house!!!! I call the office throughout the morning wondering where the guy was to get an update - no movement. Finally I am furious and called the office to cancel my appointment and get my $99 back that they have withdrawn out of my account 6/23. ******* mentions she cancelled the service on her end so I won't be charged. BUT THATS NOT THE ISSUE! The issue is that I was ALREADY CHARGED! and I want my $99 back from the original date that I was supposed to receive service. It's been 2 weeks and I have still yet to receive my $99 back! All your screenshots and invoices are just telling me I don't owe you anything from the "service" that was never received. I don't have anything that states you're giving me my money back!! This is ridiculous - I WANT MY $99 BACK and will go lengths to do so!

  Business response

  08/01/2023

  This issue has been resolved on July 15th when she contacted me. The money has been returned and the code was provided too
   
  Thank you
  *************************

• Initial Complaint

  06/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  These guys are shady. We had to hound Garner Roofing to get our quote almost a week later that we were promised would arrive to us the same day. When we finally received it, it made no sense. Over $2,000 charged but only confusing notes scribbled in as to what repairs were needed. Almost 2 weeks of us having to hound them with follow up calls and emails now, yet they still cannot tell us what the quote includes. Despite multiple requests and confirmation that a supervisor would call us, no supervisor has called. Despite confirming we would receive clarification on the quote or have someone go back out to re-quote correctly, neither of these things have happened. Now, Garner Roofing has ghosted us. Save your $99 and skip Garner Roofing. In our experience, they are a fraud. At this point, we just want our money back. We lost all confidence in Garner Roofing.

  Business response

  06/29/2023

  Thank you for sharing this with me as the customer also shared the concern on the Yelp yesterday. On June 16th at 4pm my Tech ************************* was scheduled and attended the appointment for the inspection. He found a leak on a second story valley due to lack of maintenance (insurance dont cover lack of maintenance). Clogged valley. Proposal was sent right at the visit on the spot for $2,227.80 *** wasnt home, it was his daughter and wife. Really friendly people per the Tech, they told him they will discuss about proposal with the family.
   
  Mr *** reached out as he wanted the reports in different format but our inspection reports are the standard format and we can not change things on it. Please let me know if you need copies of the estimates and I was going to reach out to Time to see what else I can do other then the inspection report that we provided and he paid $99.00 for the job. The $2,227.80 that we submitted was for the additional work that we never did it was just the estimate.
   
  Thank you
  *************************

  Customer response

  06/29/2023

  I am rejecting this response because:  BEFORE paying the $99fee to have someone come out, I told Garner Roofing that I needed 2 quotes; 1 for leak repair and another for any repairs needed to the entire roof (including leak.) I was told they would do this. I was also told the quotes would be provided the same day. No quotes arrived and I had to hound Garner Roofing office with calls for several days until I got someone to send me 1 quote that did not specifically identify a roof leak. If references cleaning cutters and some other garbled notes. No lines items or specifics. 2 people I spoke with at garner roofing were also confused by the quote and said they would get clarification from the inspector and rewrite the quote and send it to me. That never occurred either. Then, Garner Roofing went silent and stopped responding. So I began filing complaints, including to the state contractor licensing board and other ********** oversight agencies. The person responding to this issue clearly is not informed on the entire situation. I would have NEVER paid Garner Roofing had I known they would do such a poor job in both communicating and performing such a laxidasical effort Vs what they told me they would do. They lied to me and though they told me they would make it right, chose to go silent and ignore me. This is why I am complaining. Its even more sad to see this response. They are acting like they did a good job. They did not. They did not even do what they promised. I will continue to file complaints everywhere I can about Garner Roofing until they make it right.

   

  
  

  Business response

  07/07/2023

  Hi

   

  As for good faith we are going to refund the $99 even we had done the job and followed what was in the contract. I am only wishing that the customer will remove the review or update that it has been returned

   

  Thank you

   

   

  *************************

  Customer response

  07/07/2023

  I will accept the refund, though I wish your company would have completed the job as was promised to me prior to me paying the $99. A LOT of time has been wasted and you all are still refusing to admit fault, though when I call in your reps that look into it apologize for mixing things up, tell me they will make it right, but then never respond and do not return my calls. Just refund me please so I can be done with you.
  

  Customer response

  07/13/2023

  Regarding complaint 20245656, I see you guys closed out the dispute, but the problem is that the company offered a refund and now that you closed it out, they are unwilling to refund me now. So, what BBB has done here is hurt me rather than help. 

  Business response

  08/02/2023

  There has been multiple follow up on this case as we as a company didnt not even charge the amount. Please see below as shared before we follow the started process for our inspection and we couldnt complete or put our inspection in the insurance format. Our call center manager who was handling the case and now she is no longer with the company seems like we surely had a communication breakdown but I can not find a invoice where we charged the customer. We may have taken the payment information but not the payment itself. We have a balance and we will be writing that off as the customer not happy with the service

   

  Thank you

  Customer response

  08/02/2023

  I am rejecting this response because: What a terrible company you run. I was charged by Garner Roofing. In your last message in this very message chain here on BBB,you said you would be refunding me if I remove this complaint. Since then,NOT A SINGLE PERSON at Garner Roofing has contacted or responded to me. Again, you all ghosted me. Please just issue the refund. Haven't we wasted enough time? I know I have in filing a complaint with the state licensing board against you.
  

  Customer response

  08/03/2023

  I am rejecting this response because: 

  Again, why did bbb close this a second time? Garner roofing initially said they would refund, then bbb closed the case before they refunded so they never refunded when you all close the case! Now, you closed it again and they still have NOT issued the refund they said they would issue within this bbb case messaging chain. Please re-open! Again!
  ******************* <********************>      

  
  

  Business response

  08/07/2023

  Good morning

   

  I personally talked to *** W again at 10:30 am 8/4 and walked him through that we Garner Roofing never processed the payment and asked if it shows on the credit card charges which he didnt. He was happy that I informed him and I also gave him my email address for any additional question and I told him that I will be emailing back to BBB to update the status from my side

   

  Hoping we can close this for now and move on as we never charged the customer.

   

  Thank you

   

   

  *************************

  Garner Roofing, ************ Energy/***************

• Initial Complaint

  06/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/29/22 I hired Garner Roofing to replace the roof on my home at ************ and gave them a $1,000.00 deposit. The original amount for the roof was $34,885.90. There was a change order for $3,427 bringing the total to $38,312.90. 16 feet of the 2x6 in the change order was not used and they put ridge vent on my garage which I specifically asked them not to do. There was a conference call with ******************** and ******* at which time they agreed to give me a credit for the cost of the unused 2x6 and the cost of the ridge vent in the amount of $1,200. They adjusted the change order but it was incorrect and I asked them several times to fix it because first is was lower than agreed and them it was double and I was trying to be honest. The corrected change order is now unavailable as it was electronic. I wrote them a check for $37,712.90 upon completion on 11/17/22 and then realized the amount was wrong because the deposit had not been deducted and the change order was still incorrect which was very confusing. I notified ***** immediately by phone and he informed me they would take care of it the next business day. I did not here from anyone so I began calling and emailing and they told me there was an over payment of $1,550.00 and they would send me a check. I have never received a check and I have called them every 2 weeks since mid December of 2022. Every time I call I get the same story "we will look into it and get back to you" and the phone never rings. I warned them that if they did nothing I would file a complaint and if that does not resolve the issue I will file in small claims court, but even that did not make them do anything. I paid them a total of $38,712.90. I believe the total cost should have been $37,112.90 and I believe that I am due a refund of $1,500.00. I think they purposely confused the issue so they wouldn't have to honor the credit they agreed to give me. So much for supporting Veteran owned businesses!!!

  Business response

  06/20/2023

  Thank you for forwarding me the concern. I had received the letter from the customer and since it was a older service date I had to do some additional research as few of the people who had worked with the customer are no longer with the company. There had been multiple notes as what happened as per one of the notes our past manager had met in person and had credited some of the bills so it was taking me longer to get this figured out as what we really owned as what the customer shared vs what we really need to credit.
   
  I have figured that out now and Rich the owner is on vacation this week and will be back starting mid next week and I have the request with him to review and then seems like we will write the check but I do need to review it with him. I am asking for another week as he is scheduled to be back on 27th.  
   
  Thank you 
   
   
  *************************;

  Customer response

  06/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that it is only partially acceptable. I have given them 6 months and have heard many times that Rich the owner is on vacation and will contact me when he returns, but no attempt to contact me was made until I filed a complaint.  One more week is not an issue but I don't want to have this be just one more time that they drop the ball.

  Thank you

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩