ComplaintsforGuaranteed Home & Building Restoration

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Company has refused to honor guarantee, our roof is leaking in places where it was not leaking before their work was completed. They have blamed both the insurance company and the painting crew, despite clear and obvious to evidence of failed seals and nails, and the resulting damage.

  

  Business response

  02/09/2024

  Dear Denver *************************** behalf of Guaranteed Home & Building Restoration, please accept this letter in response to the inquiry filed by ***********************.
  
  We are sorry to hear about ***************** situation. I have investigated the concerns and would be more than happy to discuss this with you in more detail. We at Guaranteed Home & Building Restoration pride ourselves in customer oriented solutions. Below I will break the clients response into parts to better respond back.

  Part one ************* claims: Company has refused to honor guarantee.
  Our Guarantee extends only to work we have completed as outlined in our work order. Our guarantee does not extend to work not completed by Company or work completed in a manner other than that which the company recommends in order to properly complete the project.
  
  Next it is stated: our roof is leaking in places where it was not leaking before their work was completed.
  My research showed that we have pre construction pictures of the porch that show water damage visible before the house was repainted.
  
  Lastly: They have blamed both the insurance company and the painting crew
  What the client is referencing is that before the construction started, we requested that his insurance company replace his flashing with new flashing as the old flashing was bent, interlaced with the old shingles and had nails through it. We let the insurance company know that the bent old flashing would not allow the new course of shingles to lay flat. His insurance company stated that the flashing was not damaged by the storm event, and that they declined to pay to cover the cost if it was going to be new. GHBR recommended the replacement with new flashing and we provided a quote for the cost of such on our estimate. The item was declined at the time of installation.
  
  Guaranteed Home & Building Restoration offers innovative, customizable solutions for the delivery of customer service and support throughout the construction project. If you have any questions or if I can be of further service,please contact me. We will consider this matter closed unless notified otherwise.
  
  Cordially,
  *****************************
  Senior Compliance Officer
  Office Phone: **************

   

  Customer response

  02/12/2024

   
  Complaint: 21158201
  
  I am rejecting this response because these items have been discussed, on camera, in GHBR's office, after approximately one year of unreturned calls and emails:

  (1) In response to the statement "Our Guarantee extends only to work we have completed as outlined in our work order. Our guarantee does not extend to work not completed by Company or work completed in a manner other than that which the company recommends in order to properly complete the project". I am reading this as confirmation that GHBR is refusing to honor their Guarantee for reasons they will explain below in (3). This nullification of the warranty was not communicated when the project was initiated. The warranty was a large part of the decision process that resulted in granting GHBR the contract. 

  (2) In response to the statement "My research showed that we have pre construction pictures of the porch that show water damage visible before the house was repainted". I am reading this as confirmation that water damage is present. The area in question was repaired and repainted by Kind Home Solutions Sept 14 2022, and included both carpentry and paint. Any damage visible thus occurred after this work was complete. I am happy to provide recepits and before/after pictures, but this is alreadyt known by GHBR,and their initial inepection of the damage concluded that it was the painters fault. 

  (3) In response to the statement " the bent old flashing would not allow the new course of shingles to lay flat. GHBR recommended the replacement with new flashing and we provided a quote for the cost of such on our estimate. The item was declined at the time of installation." I am interpreting this statement as verification that GHBR executed the work with the knowledge that their Guarantee was null and void. The bent piece of flashing needed to be replaced, GHBR was aware that it would void their Guarantee, and did not notify the customer. There were several potential upgrades and addons, some of which we accepted and some of which we declined. As is apparent in the image provided, the flashing was installed with a single nail that has pulled out, and it does not appear to be due to damage, it looks like it's the wrong size - the 90 degree bend is nearly an inch above the roofline. This is a high water flow location due to 3 intersecting rooflines, and appears to be a reasonable place to expect a leak if not sealed properly. 

  Points 1 and 3 above support the assertion that GHBR entered into the agreement in bad faith, with no intention to honor their warranty - this was not my original assertion. Point #2 verifies that water is damaging my home, which I did not believe was in dispute. These are helpful admissions, but they do not address the complaint. 

  Importantly, the complaint was that the work was completed poorly. The response above has not responded to this complaint. Obvious from the pictures is (A) failed seals along the roofline and (B) failed seals around the flashing in question (there are other locations that are poorly sealed, I can provide images upon request). My assertion was that the nails pulled out of the roof and the seals failed in both locations. I also have a video of water running off the roofline and pouring directly into these lesions (50MB unfortunately, but available upon request), if there is any question that the failed seals are the source of the leak. The water flowing into the bad seals is resulting in obvious, significant water flow through the structure and inside the home, and dropping from the location that GHBR has verified that water damage is apparent. It seems indisputable that the water flow and the water damage are related. I have far, far more waer damage now than I did  prior to the work. 

  In summary - GHBR initially inpected the leak in Oct 2022 and determined that the painters had caused it. Then they stated they would repair the damage, on camera, in their offices - it would be good if they could provide this footage. Now they are informing us in this complaint (it's 2024) that their warranty is null and void because of bent flashing that was apparent prior to the work being done. At no point have they addressed the assertion of poor workmanship in the initial complaint. I requested that the be roof sealed properly in Oct 2022 when I initially requested this, prior to the damage, and now I need the structure repaired. The damage is getting worse daily, given the frequent snow and freezing temperatures. 

  
  Sincerely,
  
  ***********************

  

  Business response

  04/15/2024

  Dear Denver ******************************* behalf of Guaranteed Home & Building Restoration, please accept this letter in response to the inquiry filed by *************************. We have investigated the concerns and would be more than happy to discuss this with you in more detail.
  We at Guaranteed Home & Building Restoration pride ourselves in customer oriented solutions. We appreciate the opportunity to address the service the client recieved during their project.
  
  Thank you for your help with this matter.
  
  Respectfully,
  
  Compliance Resolution Team
  

  
  

  Customer response

  04/17/2024

  The business owner has responded, not by addressing the issue, but with a cease-and-desist order due to a single, rather benign, one star ****** review. This is after two months of silence - he will not return calls or emails, and will not receive visitors at his business location. 

  I believe it is clear that he is trying to game this process using delays and threats. I am requesting immediate arbitration of the issue. My home is being damaged. 

   

  ***********************. 

  Customer response

  04/17/2024

   
  Complaint: 21158201
  
  I am rejecting this response because the business owners response does not address the claim that the materials used to repair the roof were not sealed adequately. He refers to angle flashing that was not replaced, and this is uncontested. The water is entering in at least two locations. (1) around the flashing that was not sealed (images attached again) and along the roofline (image attached again). The flashing itself is fine, the water penetration is (1) along the roofline and (2) around the flashing that has remained in place. It is a reasonable expectation that when new shingles are installed, that the sealant used to prevent water penetration is effective at preventing such penetration, beit around new or used flashing, or along the roofline. Furthermore, should the refusal to purchase all suggested addons invalidate the warranty, this is something that I would expect to be explicitly stated prior to payment, not after problems are identified. 

  In addition, I have received a cease-and-desist letter, through the BBB platform, demanding that I remove a ****** review pertaining this this specific dispute, that I believe is factual - effectively weaponizing the BBB platform against consumers. This, in addition to the two month delay in their response, is a red flag. Because of this I suggest that expeditious arbitration is appropriate - two years have passed. The business owner does not return phone calls or emails, and does not accept visitors to his location. 

  This is not what I expect from a BBB member company, and I have come to understand that negative ****** reviews have been removed using threat of legal action from this BBB member company. I am urging you to take decisive action on this complaint. 

  
  Sincerely,
  
  ***********************

  Customer response

  04/22/2024

  Hello,

  I was hoping that I could speak to someone regarding this complaint. It has been quite some time, and the business has started sending letters threatening legal action. 

  Customer response

  04/27/2024

  I believe this is why this area was not nailed down or sealed appropriately. It is a small space, and it is very difficult to get a hammer in there. I suspect that the gutter would need to be removed in order to put the nails in properly. I have a video that better illustrates this, but it isn't accepted by the site. 

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Guaranteed Home Builders in 2014 due to a Hail Storm. I was told by *****, that I had a life time on my roof. Lately I am having a leaking Gutter issue. I contacted this company and they sent someone out. A Tech came out he stated this was not there issue. I have damaged to deteriorated shingles, improper installation of the shingles, and poor/failed flashing details at the penetrations and walls. I feel that mildew is now setting in. This is a health issue. **************** paid a total of $14,946.39. That included Dep/Roof and Gutters payment. This company was paid for new parts and they are re-use the old downpour. That is why I am having a leaking issue. Buyers beware!!! They are not standing by their word. They are nice and kind towards you once you sign the contract and get payments. Shop around, this company Sucks!!!! The are getting paid for new parts and they are using cheap and old parts. I would never recommend this company to anyone. This roof is only 8 years old and it looks like 10 years old. They are using Cheap Material... Life Time!!! LOL!!!

  

  Business response

  06/25/2023

  BBB CASE#: ********
  Consumer: **********************
  
  Dear ****** BBB,

  Thank you for allowing us the opportunity to address the clients concerns. Please accept this letter in response to the inquiry filed by *********************. We apologize to the customer for the confusion and look forward to clearing some things up. Upon review we are only able to discuss certain key aspects of the project as we are still cooperating with the current investigation stemming from these allegations and concerns. Upon the closure of this auxiliary investigation we will be more than happy to discuss the ******** with you in greater detail.
  
  We at Guaranteed Home & Building Restoration pride ourselves in customer oriented solutions. We are excited for the opportunity to showcase the excellent customer service this client received from us.
  
  For this particular customer we were able to secure several components to their restoration project overcoming many obstacles. We had to work with a special adjusting unit within the clients insurance company (Farmers) for 6 months on the paperwork / office side of things to facilitate the requirements and we were never paid in full on this project. In the complaint the client states that the project total was $14,946.39, however page 8 of ***************** authorized scope of damages dated 4.16.2015 shows that ***************** authorized $16,359.29 on the project.
  
  Next thing of note is that the gutters and the roof are 2 different trades, made of 2 different materials and carry 2 different warranties. That being said where the customer claims we were reusing and using cheap parts: the customers insurance company did not pay for any downspouts at all so those would not have been replaced. They also only paid to detach and reset 4 vents on the roof. To detach and reset means to take off and put back those components as they were still functional. This may be part of the customers confusion.
  
  As to the customers allegations that we did the work incorrectly. We pulled a permit, completed the repairs for the client and the county checked and approved our work. Guaranteed Home &Building Restoration went above and beyond the project scope by adding things like NEW starter strip which is a wind sealing strip around the perimeter of the roof at no additional charge when the insurance company told us to use waste materials as a starter strip. Also as the customer stated we upgraded the client to the limited lifetime warranty roof at no additional cost when her insurance company only paid for a 3 tab shingle.
  
  Fast forward 8 years later and we received a call from the client concerning a leak at her gutter line.We had a representative come out the next day free of charge to investigate (even though the last project was not paid in full). The client indicated where she experienced the leak and we documented our ******** with digital photos.
  
  Or inspection showed that there was debris in the gutters that sat long enough to leave a debris shadow line on the inside of the gutters (showing the debris depth). When debris is left to build up inside the gutters it effects the performance of the gutters and reduces their ability to shed water. They become clogged and water pools and fills up and over the rim of the gutters. This is how the water can come behind the gutter and impact other areas of the building envelope.
  
  Further, our inspection showed alterations of the roof that happened after we completed our project years ago. We have the original after pictures and the alterations are present in the new pictures from when we were just out. It should be noted that our concern was if the other company /individual preforming alterations to the roof is not certified through the manufacturer to make alterations, it may have voided the manufacturers warranty.
  
  While onsite the client also stated the had been having woodpecker, squirrel and other pest problems. Devices were documented as being on the roof to **** away these pests. Free of charge we left products with customer on this visit she could use to repel the pests (spike strips).
  
  We showed the customer the pictures documenting our inspection and informed her of the areas of concern.The client said she did just recently have a bunch of debris in her gutters and that she just had them cleaned after she experienced the leak. Client became upset at the reps ******** and the rep left the property.
  
  The following day we had to escalate our investigation to the appropriate parties when the customer called our office and threatened individuals over the phone and said she would do everything she could to ruin the company. Our ******** are now on hold pending the other parties investigation.
  
  The shingle warranty covers the life of the shingle during proper and regular use. It does not cover a tornado hitting the roof, a tree falling on it, lightning strikes,hail, pests or other acts of god etc. It wouldn't cover someone going up on the roof and ripping shingles off any more than it would having someone not certified to do repairs making repairs or alterations. The leak was coming from the clogged gutters and not the roof.
  
  Our number one priorities are safety and our customer's satisfaction. ********************** Home & Building Restoration offers innovative, customization solutions for the delivery of customer service and support throughout the construction project. If you have any questions or if I can be of further service,please don't hesitate to contact me directly.
  
  Thank you ****** BBB for providing the platform to facilitate documenting this type of libel cyberbullying in action!
  

  Best Regards,
  *****************************
  Senior Compliance Officer
  Office Phone: **************

  Customer response

  06/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

  
  I submitted this request on 5-9-23. Today is 6-28-23 and I received your response. I knew you were not going to fix the gutters that you replaced. No worries. I have God.  
  

  You have a bless day.

*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. ↩