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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.
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.
We had Garner install a roof on our property last year. They failed to pay their supplier for the project, which has now resulted in a mechanics lien. When this problem was brought up to them after having to call them 9 times in one afternoon, they stated they cannot resolve it for at least a week. This is completely unacceptable, Garner was paid in full when the roof project was completed 3 months ago. The owners, **** and *****, refuse to talk to us. Their head of accounting ******, is also now hiding from us.The worst experience I have ever had with a contractor. Avoid this company at all costs, anything they can make a mistake on they will. Where is the money I paid Garner that was supposed to be paid to their supplier?
Business response
04/18/2023
Good afternoon
This is ******* the Operational Manager from Garner Roofing and I had been in contact with our customer on 3/16/2023 via email as attached explaining that I am following up with the vendor as the letter was from them and I was going to find out as what is going on. I had also started that our Point Of Contact was out of the office and I was trying to reach out as why our customer received this letter.
Then on 3/17/2023 I reached out again vis email (attached) that this was the highest priority for us, and I was finally able to get the confirmation from the vendor that we had our bills paid and this was an oversight. The confirmation number was ********* and the invoice weas 0029345948-001. I had shared with the customer as how sorry I was that this led to all the stress and the additional run around.
On 3/17 after my email communication this confusion was cleared, and I had no additional communication, so I am sorry about this complain as this was resolved.
On 1/14/2023, I contracted Garner Roofing to conduct emergency tarping services for my roof for the amount of $1,800 for materials and labor. Upon arrival, the tarping crew removed a section of roof tiles and determined that emergency tarping was not needed. The crew cleared a clogged valley and returned the original tiles to their places. Work was completed in less than 1 hour with no tarping materials used. Garner Roofing was to issue a credit to my account to be applied towards repairs at a later date. At the conclusion of repairs several weeks later, the repair invoice did not reflect any account credit being applied. I proceeded to make several attempts via phone to address the refund that was now needed for the $1,800 tarping invoice. Garner Roofing personnel stated each time that they would forward the issue to management to resolve the issue. In each instance, no action was taken and no communication was established by Garner Roofing management. On 2/27/2023, I emailed Garner Roofing stating that if a refund was not issued by the end of business day on 2/28/2023, a dispute would be filed with my credit card and a complaint with the BBB would be submitted. There was no reply to this email. I sent an additional email on 2/28/2023 stating the same terms. An Operations Manager replied to my email and stated that they would look into my situation and contact me by mid-day. I received no further email or phone call as stated by the manager.On 3/1/2023, I filed a dispute for the $1,800 invoice with my credit card.
Business response
04/03/2023
We issued a refund check to this customer in the amount of $300. I am very surprised this customer is asking for a refund. We saved them $1,000s by doing the repair first instead of charging them to tarp then come back and charge to do the repair so we already saved them $2k. We did the repair in a rain storm. Since we did the repair instead of the tarping this customer felt we owed them a refund. I went a head and refunded the difference from **** to **** which was $300 refund. $**** is our min charge for any storm work. Thank you. Hope the customer is happy with that
I am the owner of a rental house in **************, **********. In late January my tenant reported that the last storm had done some roof damage On February 8, 2023 I contracted Garner Roofing to inspect storm damage on the roof and report their findings along with an estimate to repair the damage to protect the home for the remainder of the rainy season and a quote for a complete roof replacement should it be necessary. For this they charged my credit card $149.00.On February 15th After not receiving the promised report, I called to ask about it. I was promised that it would be e-mailed that day. That didn't happen that day or another of the next five days I requested and it was promised.Almost every time I called I was answered by a different person. Once I left a message and got a call back from a number that T-***** reported as "scam likely". Inasmuch as I have not received my report to this day (2/21/23), I feel that I have been scammed. They seem to be apposed to doing any repair work and are only interested in selling complete roof replacements.
Business response
04/03/2023
This customer is speaking about their rental property. We request that ALL property owners meet us at the property for our inspection. We charge $149 for our 41 point roof, dry rot and attic inspection The customer never showed. We did a full inspection on his roof and determined the roof is beyond repair and needs replacement. It cannot be repaired. This customer understood and gave us a 5 star review for the experience they had with us and **************. The customer agreed that they needed a new roof and its scheduled for a reroof estimate. We are not sure what the customer is asking for or upset about?
May 2021 I had my roof replaced and new gutters with gutter guards. The 1st rain we had was in October 2021. And that is when l called Garner roofing to report waterfalls on both sides on the porch. They came out nov/Dec and said they were fixed and draining fine. Due to no rain I couldn't tell if they are fixed. Now that it's raining again and I still have a waterfall at my front door. I contacted them and they want to charge me for something they never fixed in the first place. I didn't have any gutter issues until Garner roofing.
Business response
02/14/2023
The customer has contacted us outside of their warranty. Typically this issue is due to lack of maintenance and a clogged gutter. Our process is to inform the customer that they are out of warranty and their is a fee to come inspect. If we find that it is due to a workmanship issue then we refund the customer. We will contact the customer today to schedule a supervisor to ********** her gutter once again. If it's found due to a lack of maintenance then the customer would be responsible for the $149 fee. If it is a workmanship or product failure issue ************** even outside of warranty
Customer response
02/14/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
I gave Garner Roofing $1,000.00 as deposit to repair the hole in my kitchen ceiling, and the hole above on my tile roof, letting water gush in during rain storm. They gave me paperwork, to which I submitted to my home owners insurance, State Farm. Garner Roofing cashed my check(s) 02/22 and didn't do any repairs nor refund my deposit upon request.
in august i hired garner roofing to put a new roof and hvac unit. they finished and in september when it rained a little, had a leak in new roof, called in september, and got no return call. at the beginng of nov. more rain and more leaking , called and they showed this time to repair. said they could do nothing then because it was raining and there was water on the roof. said someone would be back in the morning , no one showed, no called , and they covered my hvac with a big tarp, which i did not know, luckily i went on roof to check before i used it or would have burnt the whole thing up , am almost 60 and dont appreciate having to go on roof to remove there stuff that should not be there, but had to because it is 35 DEGREES at night , called again and talked to manager ********************* who GUARANTEED this would be taken care of and that is unacceptable. he personally set up a dec 1 date for the work, come dec 1, no show, no call AGAIN even after his GUARANTEE still have not heard anything from him, obviously has not even checked up on it. not good management, owners need to know WHAT IS HAPPENING and i should compensated in some way. and have now found another new leak in another room. am hiring another company to come look at the roof , because i dont trust it was done right. and like being lied to repeatedle , especiaally when i just spent ****** dollaes.
Business response
12/21/2022
All our calls are recorded. We text, call and email customers. There was warranty issues that need address no denying that but in order for us to fix any issues the customer must be present. We need to do a leak search and need access to inside the home. This home has flat ****. The customer has been extremally unresponsive. Weve shown up two times and he wasnt home and we cant do anything. Keep in mind this is peak season for roofers and Im short handed so we must make sure the customer makes the appt when they make them.
I can assure you that we have made contact with the customer, and have addressed his issues. This customer is non responsive the last time I spoken to the customer was 11/08/2022 I sent someone out there. I have tried making other attempts with the customer, he does not confirm his appointments. I also tried calling him on 12/8/2022 left a message and text message. I also tried calling him 12/16 still no reply. How are we to fix his issue if he is not answering our phone calls or text messages? Please see log. We will continue to make contact with the customer. We would love to resolve the issue and move on.
1. Garner Roofing installed the wrong tile on my house.2. Scratched multiple tile exposing the steel beneath the coating and did not fix it but told me what to buy to fix it.3. ********* failed to submit to SMUD the second request for interconnection delaying energy production. This complaint is also with *************** which another BBB complaint will be filed. They are one in the same company.Multiple multiple phone calls still has no resolution for this project or their mistakes. The invoices are paid in full by me but they have not completed the job.Attached is all supporting documents including contracts, payments, pictures, and a complete timeline of events and calls.
Business response
12/19/2022
We have taken care of all the customer requests back on 9/7. This is resolved. We are even going back Wednesday the 21st to extend the downspouts to his gutters which isnt a warranty or code issue we are doing this for the sake of customer service and to make him happy
Customer response
12/19/2022
I am rejecting this response because: the downspouts that need to be extended were placed because the installation of the gutter by Garner was not sloped appropriately thus causing the gutters to hold standing water and not drain appropriately. The need for the extra downspouts were due to a faulty installation which is a warranty issue and worksmanship issue. In addition, the wrong style roof was installed which has yet to be addressed and rectified since they were aware of it back in May 2022. Their response of the roof type every time it was brought up was we are aware. But no solutions or rectification. Not to mention that there are so many crushed and scraped tiles that it glitters in the sun just waiting to rust. Also addressed with garner and no solutions other than them trying to cover up the damage with black spray paint.
Business response
12/30/2022
We are actively looking into the concern and will contact the customer next week. This is the first i have been notified of a roof issue. The only concern we were aware of is that the customer wanted the downspouts extended. Most of the office is out for the holidays' and we will follow up next week with the client once we are able to meet as a team.
Customer response
01/07/2023
I am rejecting this response because: Garner roofing was well aware of the wrong tile being placed on the house. I notified them multiple multiple times with text message and phone call message proof.
Notified:
6/15/2022: ****** the sales rep.
6/17/2022: ******* install manager during walk through.
6/21/2022: Desire
6/22/2022: Tocara
7/26/2022: ***** the new project manager on the 26th and multiple multiple times after all the way through October who said he discussed with the owner.
Everyone of these contacts at Garner said they were aware of the issue but no follow up or solutions just silence.
Business response
04/25/2023
Good afternoon
This is a follow up related to the case # ********.
I am really sorry for late response as I joined the organization about 5 weeks ago and thank you for following up on this case. On March 15th 2023 our Install Manager **************** was onsite and he installed a downspout to the gutters which wasnt a warranty or code issue. We did this for the sake of the customer service. ******* had the follow up with the customer while he was on the site. Our understanding after that visit that the company for the Garner roofing was closed. As going back to the original work that was done as always we did the final walk through after the work was completed and we were paid in full for the work.
I am hoping we can close this and move on as we have completed the required work per contract and a full walk through was completed.
Thank you
Customer response
04/25/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
During the roofing installation, I also had JamesHardie cement fiber siding installed ( from another company). Garner roofing broke my brand new trim and mounted raw board trim along the siding. Garner roofing never contacted me on any issues. The installation crew pieced together the siding with white caulking and white caulked the raw siding board. I have tried various attempts for Garner to correct. I have not had any response to help with the problem. I have had all contact info "forwarded" to whomever and someone will get back to me. No one has contacted me to help me on this. Just a bunch of "run around" from Garner. This incident happened April 2022.
Business response
12/19/2022
The customer had new siding installed by All Coast. The siding was installed improperly. They ran the siding all the way to the roof deck not allowing room for roof flashing. All Coast shouldve installed a z bar roof flashing behind their siding but they failed to do this. The only option was to remove the siding and install the z bar and when we contacted ****************** on behalf of the customer they declined to do that. The only option we had to seal the roof was to install the flashing on top of the siding and add a 1x4 ****** trim board on top of our flashing. This should have been a change order to the customer for the additional work but we did it at no cost. The customer is unhappy with the solution but there is no other option to keep the roof to code and weathertight unless she convinces ****************** to remove their siding and install the z bar like they shouldve done originally. This siding shouldve failed inspection. We have reason to believe that this siding job might not have been permitted. The home owner requested that we work with All coast directly. We have contacted ALL Coast many many times unsuccessfully. They are working in ************ and unavailable.
Thank You,
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