Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/10/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Gatehouse for a major residential project expecting quality work. Instead, I faced poor supervision, delays, and unaddressed safety concerns. Ultimately, Gatehouse left my home with fire hazards, structural issues, and water leaks. Despite months of requests, they refused to fix these hazards, forcing me to fix them myself. These were serious violations of safety and construction standards. EXAMPLE SAFETY ISSUES ?1) Unsafe Electrical Work – 70% of lights were wired incorrectly, leaving my family without working light switches. My children had to navigate in the dark through trip-hazards and staircases for months?; 2) Fire Hazard – Spray foam was installed too close to a stove pipe, violating fire code. Gatehouse refused to resolve?; 3) Exposed Live Wires – Late in construction, Gatehouse left energized wires exposed creating an electrocution risk that shocked me personally. These wires had been non-energized and needed junction boxes which I requested. Instead, Gatehouse energized them and repositioned wires to increase exposure—an apparent deliberate act; 4) Structural Damage – Gatehouse cut a structural beam nearly in half and hid the damage; ?5) Waterproofing Breach – Gatehouse drilled through waterproofing but hid the damage, causing leaks; 6) HVAC Issues – Heating was installed without a thermostat or off switch. Air conditioning units were left un-installed. Some rooms hit 120°F during the 2023 heatwaves; I can provide photos, receipts, and affidavits to document these claims. CONCLUSION This complaint is about safety violations not financial disputes. Gatehouse has filed a suit over a single unpaid invoice (~1% of our contract value and less than costs to fix their negligence). I do not believe their suit was properly filed so I have not filed counter-claims. Regardless, these safety violations stand on their own. BBB action is an important step to ensure these issues are documented for future homeowners.

  Business Response

  Date: 03/21/2025

  Good afternoon,

   

  Attached is our response to the complaint filed by ******* *******. It is sad that we are here after 26 years of successful contracting. Owner is upset because we are suing for the final $22k that he promised to pay. Funny how some of his complaints go back almost 2 years and he has his CO since June. 

  I hope that the attached communications will shed light that there are 2 sides to every story as you stated above. Owner states that on 7/25/2023 that the whole electrical system was working, yet in that same email he says nothing of the sort. And within 2 weeks he had a *** from the **** ** *********. Maybe he was exaggerating. He blames us for the condensers not working yet he failed to tell you he took a credit and said he would install himself. He said there was a leak but didn't say the exterior masonry wasn't complete and he had a metal beam sticking out. Also that he had the rear deck poured by previous contractor at the same level as his home so he didn't have to step down. There is no way that will not leak and we included in our contract saying as much. I have many more emails and texts I can supply as well as affidavits from numerous subcontractors available upon your request.

  Thank you and have a nice weekend,

  Steve