ComplaintsforGarabar, Inc.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May 2023, we entered into contract with Garabar for our church roof because we had several leaks that needed to be attended to. We paid a deposit of $1,284 to get the work started. A few weeks after they had worked on our roof, we noticed that the same areas were now leaking again. We contacted them and let them know, and they sent a team to come work on it again. This took place at least 4 more times in the summer and fall. In October, I contacted ******* S. *******, Director at Garabar, and explained to him the situation and that I would be seeking a refund if we were not able to get this fixed. He came in that week and said he would have another contractor take a look at the roof, after which time he told me the whole roof needed to be replaced.We are a church and completely member-funded. So we did not have the funds at the moment to replace the whole roof but we began fundraising and were finally in a position to start the work in March 2024. We signed a new contract with them to replace the whole roof on March 19th, 2024. We paid a $5,670 deposit, which was cleared on March 26th, 2024. After receiving our deposit, we had not heard from Garabar for a month. I called ******* in April to find out what was going on. He said they were backed up and had not started on our account yet. In May I called ******* again because the rain was causing water to leak into the church building and we needed immediate help. He said they were still working on getting the permits, at which time I told him we no longer wanted to continue with Garabar because (1) their communication with us was horriblenonexistent, really. We had been dealing with them about the same situation for a year and to no resolution. We were not even able to get a tarp on the roof to stop the water from coming in. We were using buckets and garbage bins to hold water that was leaking into the church. And (2) there was another company willing to start the work immediately, and we could not afford to wait.

  

  Business response

  09/06/2024

  We were contacted by **** ****** ******** attorney and we have provided her attorney with a response. We are still waiting to hear from her attorney about our response. On the advice of our legal counsel, we can not provide any further elaboration to the Better Business Bureau at this time. 

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November our association from the complexs have hired this company to do a major renovation during the ************** of all the buildings, their ************* open shed took over the parking lots, including resident parking & leaving them at night, on November 16,2023 we had heavy causing them to stop working & leave early that day I do recall they couldnt work , but no one had any ideas that the rain would be followed by high wind & a thunderstorm , they had left all their work area messy and everything in the front parking lots across from where my parking space, a few feets from the next building theyre just started to work on the roofing, when I woke up in the morning the neighborhood was hit by the high winds overnight, I walk to my car to take my kids to school, when I notice their bucket that was left in a pile next to my **************** was broken and car cover with residue of sand cement they used to mixed to do the building, I noticed several of their employees was going building to building , to assess damage and clearing areas by picking up what the wind have blew over , I call one over to my area & showed him my car & the ************** he took pictures ask for bucket, but didnt collect any of my information say someone will contact me when I get back once they seen my car , when I didnt hear from them I call police who took ***************** they were clearing out their mess at that time, the same day my daughter came to visit we were talking in front of my car, she was looking at the damage I was on way out , I proceeded to move to go out she noticed the hammer, she ask me what was that , it was same color of all the leaves that was on the floor & the damage resembles just like the tip of the roof hammer front of my car is so long no one wouldve have seen the hammer until I moved, my car I immediately went looking for a field manager each person I ask would tell me no speaking English, I keep looking for the same guy I seen prior that spoke English,on sat I seen a new guy who claims he also was a manager but didnt hear about my complaint he took pictures & ask me for the hammer I told him no I needed it for evidence for the court cause your more interested in collecting the items from me instead of making arrangements to fix my windshield, 2 years I leave there Im not even under the acorns tree, they got together & claim the acorn cause the damage without even , investigate & the office told me they never got the photo of the hammer cause their employees never provided but she told me it didnt matter, they were not doing roof which was a lies, my car is park a few feet from the next building they were working on and all their equipment is stacked on the floor a few feet from where my parking space is , my car is a brand new Lexus I purchased the windshield have heating built, I dont feel I should lies to have my insurance take the blame when they were negligent & messy , they should have insurance to cover stuff like that cause by their negligence, both field ******************* have came up with same words cause they were at fault, I have **************** cleaning up , while racking leave one of the workers find another hammer on the floor, I have many witnesses from neighbors who willing to testify how messy they have left the work areas & the damage resembles the tool hammer, I didnt what type of hammer it was until ******** from the office who I shared the *************** with another field manager mentioned what it was she then told me I could have find it anywhere or purchase it , my windshield price is over one thousand cause of the heating part have to be done by a different company, I just want them to take responsibility for their actions & fix my windshield, I also heard my car wasnt the only car damage on that day cause by lacked of cleaning up after their self & proper storing their tools

  

  Business response

  01/11/2024

  We conducted a thorough investigation of this claim and determined it to be false. 
  
  The vehicle was parked under a 30 foot tall mahogany tree that had a full crop of mahogany nuts at the time of a high wind event. These winds were caused by a Wake Low that passed over the area November 15 and 16. The *** documented the wind at 50 mph with gusts to 62 mph. Other weather observation stations showed winds as high as 75 mph. These winds broke off a large number of nuts in their fully developed but not yet opened condition, which rained down upon the vehicle, causing the damage.
  
  These large hard nuts were observed all around the vehicle. The nuts are 3 inches in diameter, 4 inches long, and heavy enough to cause significant damage, especially when falling from ****************************************************************************** the windshield. Additionally, the thin green skin of the nuts was observed in the impact dent to the sheet metal above the passenger door.
  
  The vehicle parking spaces are over 20 feet away from the nearest building,but directly under the mahogany trees. 
  
  Additionally,the entire construction site had been secured in anticipation of the wind and rain forecasted to be associated with the approaching frontal boundary, and the fact that we would not be working that day in those conditions. 
  
  The claim was denied. 

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a major leak in our garage and called Garabar to access the damages. We called this company upon friends recommendation. ***** the estimator came out and gave us a price for a temporary fix vs a permanent fix. We went with the temporary fix since heavy rains were expected. We would let him know about the permanent fix. The workers worked on the roof repair and when they finished the job they took our roof tiles and put them in their truck. They were never given permission to take the roof tiles off our property. We were very upset and called ************* finally agreed to come back after he had the workers put back the tiles. He came by later and placed them back on the roof. We found out after that he just left the tiles without cementing/glueing or nailing them down. They are just sitting loosely on the roof and many tiles were broken when they were removing them. I called ***** and he told me thats the company policy on a temporary fix. They do not cement/glue or nail them back to their original state. I called the office and spoke with *****/******* and was told the same thing. I requested to speak to **** the General Manager and left a message. No call back. This is not a complete job. This was never disclosed when ***** came out and spoke with us. I also told ******* that the workers removed the tiles and put them in their truck without our permission. At first, she didnt believe me and then said it was a mistake and apologized. She said it was bad communication between the workers and the office. We had many other roofers come out and give us estimates to have those tiles fixed to the roof. They were also shocked and never heard of this and told us the job Garabar did was inferior workmanship. This left us in limbo. Anyone can get hurt if those tiles fall off the roof. This is dangerous. I can provide the names of the contractors that came out. Its obvious they wanted to do the job the permanent way and left us hanging. We are in our mid 70s.

  Customer response

  09/07/2023

  My husband and I are in our mid seventys. When I made the call for the service it was never disclosed that a charge for emergency services would be added. When I was discussing the problems with the offices I was informed my initial call for service was considered an emergency. 
  According to the other contractors and Logic this job was not completed. They were hanging this over our head to do the permanent fix instead of the temporary fix and took advantage of seniors. 
  

  Customer response

  09/08/2023

  Desired settlement. $1150.00

  

  Business response

  09/22/2023

  We responded to a request for service on a roof leak at the Silberstein home. We found that the roof leak had been neglected for so long that the entire ceiling and part of a wall had turned green with mold. (see photos). When we examined the roof structure we found rotten wood decking and trusses, rusted out flashings, and completely degraded roof membranes. This property needed major surgery along two valleys and a cricket, including replacement of the entire length of wall flashing. We provided detailed estimates for three options. 1, Full permanent repair with long term warranty. 2, Full roof replacement, also with decades long warranty, 3, Temporary Repair, the removal of tiles and applying roofing cement and new roof membranes over the rotten roof area without correcting any of the rot damage below the old membrane. Basically a Band-Aid. This work is designed to stop the water entry into the structure immediately at a low cost so that decisions about Repair versus Replacement can be made later, however this work is not designed to hold up long term. The tiles are not reset as they weigh approximately 10 pounds each and setting them on a rotten roof structure has a high likelihood of them falling through the temporary Band-Aid applied to the roof. 

  *********** chose the Band-Aid. 

  

  Business response

  09/22/2023

  .

  Customer response

  09/29/2023

   
  Complaint: 20566625
  
  I am rejecting this response because: There are several issues that were not disclosed. 1.It was never disclosed about an extra charge to come out the same day. 2. It was never disclosed that the tiles would not be reset-just left sitting on the roof-thats dangerous and a disaster to happen. Tiles could have fell off and hit someone or damage a property. 3. The complaint was never addressed why the workers took our roof tiles and put them in back of their truck. They were never given permission to take them off our property. 4. Asked to speak to the General Manager never received a call back. Note: Other Roofers gave us estimates and were shocked that the tiles were never reset-just laying there-they also claimed the work done was inferior.
  They should have been up front with us and disclosed these issues-If the roof was as bad as they stated a temporary fix should have not been offered-Some type of monetary compensation is warranted-

   

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

  Customer response

  10/28/2023

  On September 29th, 2023 I responded in great detail why I disagreed with Garabars response. Was this related to Garabar?  Why is my complaint being closed?  I thought I would hear back from BBB regarding my response. 

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired Garabar to replace my roof in July 2022. Tear off was done right away knowing tiles were on back order. Had water leaks due to their negligence of protecting/covering the roof the night of the tear off and another leak after underlayment was installed. The underlayment was exposed through hurricane season and all weather elements for 6 months without tiles. Finally received tiles in January 2023. 6 months later the mortar is cracking, the tiles are cracking. The amount of efflorescence is extreme, literally covered the whole roof. I reached out to Garabar, I asked the manager to inspect the roof to discuss what repairs need to be done and he refused to do that. He told me unless I let his guys on my roof to do whatever they need to do without having to discuss anything with me then he doesnt know when he will be able to come back. I then decided to hire an inspection company to get a better understanding of what is going on with my roof. I have over 100 pictures I can provide showing that the tiles are defective, cracks everywhere happening from the outside and from within. According to the inspector the tiles are defective and the workmanship is poor. I have filed a claim with the tile manufacturer and they are requesting order number/purchase order information from Garabar to process the warranty claim and Garabar isnt responding. I have called Garabar requesting the order number myself and they refuse to give it to me. I also have emailed them requesting the information and no reply. The tile manufacturer (Westlake ) has emailed them as well. I would like assistance in getting the order number information and my roof replaced. As the workmanship is poor and the material used is defective. Underlayment was exposed for 6 months as well.

  

  Business response

  08/11/2023

  This customer has a temporary condition on her roof known as Efflorescence. This is a condition or process which is common to concrete products and a natural part of the curing of new concrete. ******* concrete is made up of sand, which has a high broken seashell content, aggregate, a fine gravel made from grinding up prehistoric coral **** mined in western Miami Dade County, and cement, also produced in South ******* from the same prehistoric coral **** material which is then baked at very high temperature along with some added chemicals to form clinker and then ground into a fine powder. There is a great deal of calcium in this mixture.  As water percolates through the new concrete certain minerals such as hydroxides, chlorides, and nitrates will rise to the surface. The water will evaporate off, but the calcium chloride and other compounds will remain as a white chalk like material on the surface of the tiles. Salt.  
  It usually takes about 6 months to show up, and it will dissipate after 12 to 18 month of rain washing it off. Technically concrete never stops producing the calcium chloride salt, but as the concrete ages the quantity will become less and less until it will only be detectible on a microscopic level. Recently there has been a fashion trend to use dark charcoal and dark brown colors. These colors will show the efflorescence far more than lighter colors. Additionally the efflorescence will usually be noticeable first on the mortar, which is a sand and cement mixture used to cosmetically fill the gaps between the field tile and the trim tiles at the hip and ridge intersections of the various slopes. With todays building codes, mortar is no longer what is used to glue the trim tile to the roof. Today a hip and ridge nailer is mechanically attached to the roof deck and the trim tiles are firmly attached to the nailer. The reason the mortar will effloresce first, and sometime be the only part of the roof to experience efflorescence, is due to the different density of tile and mortar and the different rate at which water will percolate through the material. Tiles are manufactured using an extrusion process. The concrete is squeezed into its shape, making it more dense. Mortar is whipped in a mixer on the jobsite, therefore it is less dense and water runs through faster, bringing the salts to the surface quicker.   
  This information was disclosed to ********* during a meeting with her to discuss her other complaints about the tile manufacturer delays in delivering the tile and the repeated re-examination of her tar paper underlayment system to address her concerns about the exposure to the sun of this 30 year life expectant material. At that time we provided her with the order sheet to prove that we ordered the tile in a timely manner, and that it was the manufacturer who kept pushing back the delivery date. Additionally the manufacturer keeps track of every tile delivery of their product. We often call them to learn the color of a roof when a neighbor points out a roof and asks for the same color.
  There are a number of procedures that can be used to treat efflorescence, however we recommend allowing the concrete to age naturally and the efflorescence to run its course. The salts can be power-washed off the roof, however they will quickly return. The new concrete can be sealed. This prevents water from percolating through the tiles and delays the appearance of efflorescence. Eventually the sealant will wear off, and when it does it is usually not uniform, so the efflorescence will appear, although delayed, in a patchy like manner. This is usually less desirable than having a more even distribution of the white salt. There are chemicals that can be sprayed on the roof, usually a type of diluted acid, even vinegar, however just like power-washing, until the efflorescence has run it course it will simply reappear.  
  Because in this case the efflorescence is at it its peak, what we term "full bloom" and due to the complaint of the homeowner that something be done immediately, we sent a crew to address the efflorescence with a chemical wash and to address other cosmetic issues with the mortar at the hip and ridges. As has been common with *********, the crew was harassed while attempting to perform their tasks and then told to leave the property after a short time, leaving the tasks incomplete. Attached are several photos taken of the roof. Please note there is not a single broken tile.
  We know that ********* has had several other parties walking all over here new roof, Tiles do not spontaneously crack. All the cracked and broken tiles are from foot traffic across the roof by those who are not trained on where to step on the tile. The tile crew that installed the tiles on this project has been with us for over 14 years. They are well trained on where to step and well aware that we inspect every installation with our Field Inspectors, and that if a cracked or broken tile is found they will need to return to replace it. Every crew and Field Inspector goes through training to learn where to step on a newly installed roof. This is because new tiles are naturally weak. It is known as "Green" concrete. Another normal characteristic of concrete product. The more concrete ages, the harder it becomes. Our crews are trained to never step in the valleys because the tiles are cut to fit the angle. Once cut, the tiles lose a great deal of their structural integrity. Also never step on a pinned tile, those locked down by the hip and ridge tiles. Roof decks are made of plywood and there is some flex when a man steps on it. If the tile is pinned it can not move with the deck and will snap. 
  
  
  

  Customer response

  08/14/2023

   
  Complaint: 20446223
  
  I am rejecting this response because:
  There was not a crew on my roof to repair and fix the efflorescence. They sent 1 person from their painting department that had painted my garage previously. He was not there to fix the efflorescence. He was there to try to repair the cracked mortar. The mortar that was cracking 6 months after installation all over my roof. The painter from Garabar showed me pictures on his phone that he took with cracks everywhere and he himself told me he could not believe this was a new roof because of the condition. I asked the manager **** to come out and discusss with me the issues of the roof and explain to me what repairs have to be done and he then told me he refuses to do that. Due to the companies inability to be transparent I then hired a roof inspector that has worked directly with my tile manufacturer to inspect the roof. After his full and thorough inspection he explained that my roof is one of the wost he has ever seen. Also explained to me that when tiles are not cured properly for the amount of time necessary. They become defective. The efflorescence on my roof is not coming from the mortar it it coming from the tiles themselves. There are cracks forming from the inside out and the tiles are brittle and falling apart. I reached out with my tile manufacturer as I have a manufacturer warranty through Westlake. The tiles manufacturer is trying to process my warranty claim and Garabar is refusing to work with them and provide the purchase order number on the tiles. I have emailed them multiple times as well as the tiles manufacture that they purchased the tiles from requesting the purchase order number on the tiles so they can investigate the batch of tiles that I received. I am requesting the purchase order number of my roof tiles order.  Garabars original response to my claim is a bunch of excuses as to why my tiles look defective, worn and are cracking. I am requesting my purchase order number so my warranty claim can be processed through Westlake the tiles manufacture that Garabar purchased my tiles from. In my closing packet from Garabar was included my manufacture warranty from Westlake tiles. Garabar is refusing to provide basic information on my purchase order to the tile manufacturer.  Please assist in getting the purchase order number from the tiles from Garabar. 

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

  Customer response

  08/23/2023

  Please see attached photos of the condition of my roof that was placed January 2023. This efflorescence that is taking place is at an extreme amount that isnt normal process. Typically, efflorescence will form from the mortar and drip occasionally through the roof. Mine has literally covered the whole roof. The only traffic on my roof was by their installers and then their 1 repair guy that was kind enough to show me over ***************************************************** that my roof doesnt look new. In addition, Garabar did not send a roofing crew to do the repair. They sent a man from their outsourced painting department. The reason I know this is because I hired Garabar to paint my home month previously and this specific man was who painted the inside of my Garage. He works directly for a man named ***** and is part of ****** painting crew. Not a qualified roofer with roofing experience. He is a painter. after seeing those photos from the painter that was sent out my garabar to repair my roof I then wanted to get a clearer picture of whats going on up there and asked **** the manager to come by to see the condition and discuss with me what repairs have to be done. He refused and told me he will not do that and unless I let his guys on there to do whatever they like without discussion with me then he doesnt know when theyll be able to come back. I then decided to hire a roof inspection company to do an inspection and the pictures attached is what they discovered. Poor installing, poor workmanship, too much adhesive under the tiles, cracked tiles. Also, I have spoken to the tile manufacturer directly. From the moment garabar placed my tile order the eta was November. Garabar was very well aware of the back-order situation and knew that my tiles wouldnt be available until the earliest end of November. They still proceeded to rip off my roof July 25th Knowing that my underlayment would go exposed during hurricane season. Westlake the tile manufacturer has confirmed the eta of my tile order when the order was placed. As a matter of fact you can go into their website and punch a a tile choice and an eta will come up. My tile is currently almost a year on back order today. However, Garabar misleads their customers in thinking that tile is available to tear off their existing roof and them keeps pushing the customer out 4-6 weeks every 4-6 weeks its the same story. Meanwhile theyve collected their 75% of the payment leaving the customer with exposed underlayment for 6 months. 

   

  Below is a link to the all the pictures taken by the roof inspection company. 

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

  
  
  
  
  
  ReplyForward

  Customer response

  08/23/2023

  pictures attached

  

  Business response

  08/24/2023

  Our response to the rejection is the same as our first response with these additional comments;

  We agreed to treat the efflorescence as it did appear to be more than typical, likely due to the heavier than normal rains. We were prevented from performing that task by *******************

  We know that ********* has been demanding that we replace the entire roof again over the issue of underlayment exposure, which never produced any damage or deterioration and was inspected multiple times and found to be in new condition.  After her claim that something was wrong with the underlayment due to the prolonged exposure our response was to inspect the roof and we told ********* of our findings; that the underlayment was in perfect condition. Benchimol was also informed that the underlayment manufacturer was going to stand behind their product with a 30 year Material and Labor Warranty, along with Garabar standing behind our long term warranty even if the underlayment went past the original 180 day exposure specification.  Benchimol was also informed of the change to the specification of the certification of the membrane to double the prior original specification, making the exposure argument moot. 

  To arbitrarily rip off the perfectly healthy new underlayment system represents unnecessary waste and cost. It appears that ********** motive in preventing us from treating the efflorescence and having a really good looking roof is to add the correctible condition to her list of reasons that the roof should be replaced again. Most of the arguments she presented to us during the construction demonstrated a lack of knowledge, partially correct and partially false information ********* had obtained off the internet, along with erroneous conclusions and statements obtained in group think on her ******** page. 

  ********* has already slandered us on many review sites. She knows full well that it was not Garabar that continually pushed back the tile delivery dates, and yet she continuously presents these facts as something Garabar had control over. She knows full well that the underlayment system held up as designed through the August and September peak of the annual hurricane season, of which there were no events in Palm Beach County. Garabar has been producing the exact same roof for over 18 years. In a number of years there were tropical events that produced very high winds and all exposed underlayment systems held up through those events with no deterioration. Recently in May there was an EF 2 tornado pass over a ****************** community where Garabar has built hundreds of new roofs over the past decades and a half dozen roofs in that community were "in progress" of a new roof, no tiles, just underlayment when the tornado went through the community. There was no damage to any of our roofs other than one home where an oak tree fell on the house. Note: we were out to inspect the damage 2 days after the event and had the tree damage repaired in a week.  

  Benchimol has made numerous false statements and misrepresentations to spin the impression that she should get another new roof. Even today the manufacturer has offered to treat the efflorescence and make the roof look good, exactly as we asked Benchimol to allow us to make the roof look good, given that the only issue is a cosmetic issue, and yet Benchimol is not allowing anyone to proceed. She is searching for someone to agree with her that the whole roof is defective and must be redone. We do not expect that to change. 

  Customer response

  08/29/2023

  I decline Garabar's response as all of their statements are false. When I asked **** the manager to please come by my home to inspect my roof to discuss with me what was wrong with it and what repairs have to be done, he refused to do that and made it clear that he will not be coming by here to inspect and discuss anything with me. As a matter of fact, I sent them an email requesting for the inspection and discussion on repairs and have not gotten a response to a date to inspect the roof. Regarding the underlayment's condition, I already had a leak in my garage 2 months after the underlayment was installed. If this is happening 2 months after installation imagine what the condition of the tiles and underlayment will be in the next few years.  Regarding the patch up repairs to wash and stain the color of my roof. This is a new ****** roof. 6 months into installation the whole mortar shouldn't be cracking, and the tiles should be so brittle that there are over 100 cracked tiles on my roof. The color of the tiles shouldn't be fading and needing to be color stained. Again, Garabar is not addressing the cracked tiles and the quality of the material that is producing efflorescence at an extreme amount that is not normal and brittle tiles. Westlake the tile manufacturer at the moment has not offered to clean my roof or treat anything on my roof as they are on the middle of investigating the claim and tiles. Again, that is a false statement from Garabar. As a matter fact Garabar has not returned any of Westlakes emails and phone calls to the claim processor (*******) that reached out to them to get the purchase order number on my tiles to process the claim. Garabar wants to do the bare minimum and hide the truth on their workmanship and quality of material on my roof. I attached are the pictures that will speak for themselves. 

   

  Thank you,

  *****************************;

  Customer response

  08/29/2023

   
  Complaint: 20446223
  
  I am rejecting this response because:

  I decline Garabar's response as all of their statements are false. When I asked **** the manager to please come by my home to inspect my roof to discuss with me what was wrong with it and what repairs have to be done, he refused to do that and made it clear that he will not be coming by here to inspect and discuss anything with me. As a matter of fact, I sent them an email requesting for the inspection and discussion on repairs and have not gotten a response to a date to inspect the roof. Regarding the underlayment's condition, I already had a leak in my garage 2 months after the underlayment was installed. If this is happening 2 months after installation imagine what the condition of the tiles and underlayment will be in the next few years.  Regarding the patch up repairs to wash and stain the color of my roof. This is a new ****** roof. 6 months into installation the whole mortar shouldn't be cracking, and the tiles should be so brittle that there are over 100 cracked tiles on my roof. The color of the tiles shouldn't be fading and needing to be color stained. Again, Garabar is not addressing the cracked tiles and the quality of the material that is producing efflorescence at an extreme amount that is not normal and brittle tiles. Westlake the tile manufacturer at the moment has not offered to clean my roof or treat anything on my roof as they are on the middle of investigating the claim and tiles. Again, that is a false statement from Garabar. As a matter fact Garabar has not returned any of Westlakes emails and phone calls to the claim processor (*******) that reached out to them to get the purchase order number on my tiles to process the claim. Garabar wants to do the bare minimum and hide the truth on their workmanship and quality of material on my roof. I attached are the pictures that will speak for themselves. 

   

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

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Garabar ripped off my old roof, replaced it with underlayment and allowed the underlayment to be exposed to the elements and UV rays for over 6 months, effectively taking half the life of the waterproofing ability of the roof out of it, before tile was ever installed.

  

  Business response

  07/03/2023

  During the past year, tile manufacturers fell behind on deliveries. On numerous projects the manufacturer provided us with an expected time of delivery, then as that date approached, we would remove the old roof in anticipation of the delivery, then the tiles would not show up and on inquiring as to their whereabouts we would be informed the tile would be late by 4 to 6 weeks. This would happen more than once on the same project. We do not make the tiles and can only go by what the manufacturer tells us. Some manufacturers are better at giving advance notice of delays than others. 

  As to the condition of the underlayment, there is no detrimental effect of 6 months exposure to the sun. The manufacturer has extended their exposure rating to 360 days as this supply chain delay is happening across the entire industry. This is also not the first time we have seen this type material shortage. In ****, 2006, 2007 we had the same condition after Hurricanes *******, ******, and *****. Back then the underlayment manufacturer also extended their exposure allowance to one year and issued their written warranties on the projects. The underlayment material uses Polymer Modified Bitumen to resist the effects of aging for 30 years and comes with a Limited Material and Labor Warranty. We experienced no ill effects back in early ****s and expect the same lack of negative effects during this time. Client roofs will be covered by the warranties they were contracted for.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Job Completion Misleading Information:1-Signed a contract with Garabar for a new roof on 08/13/22. Requested CEMENT RED FLAT profile tile. Was told approximately four months material arrival time. 2-Tear Off the old roof was carried out on 12/5/2022.3-Peel and Seal cover was installed around 12/15/2022. 4-After peel process, I asked the product manager (*********************) about the arrival time of the tile. She mentioned that they had me for February.5-Called the product manager again by end of February to get an update. Told me that they had me down for March. 6-The Product Manager never call to provide an update. Therefore, about two weeks ago sent the first email requesting to speak with a high-level manager.7-Instead of a high-level manager I got a call from the sale representative (***************************), who informed me that the tile MIGHT be here on late MAY. 8-I proposed to change the tile from flat to low-profile, which according to ******* it could be delivered much sooner that the flat tile. Same red color. ******* was supposed to have a meeting with a top manager named *** (spelling might not be right). 9-After not hearing from neither *******, ***** or ***, sent a second email to Garabar last week, again requesting to speak with a high-level manager. No response as of today 04/04/2022.Note:1-The product manager (*****) should have never ordered the Tear Off if she had no idea when the tile was arriving 2-Hurricane season is almost here, and I cannot get insurance for my home since there is no roof on it.3-The Peel and Seal cover is deteriorating due to long-time exposure. I am paying a lot of money for this roof and I am expecting a quality product, not one that might start leaking a couple of years from now.4-THREE homes in my neighborhood completed new roofs installation within last month and a half without problems.5-All payments to Garabar have been made on time. Be glad to send proof if needed.

  

  Business response

  05/02/2023

  Please see attachment. 

  Order for tile was placed on 08/16/22.

  The original ETA date was 01/02/23. We did the tear off on 12/05/22 in preparation for the tiles to be delivered and loaded. 

  Unfortunately, we are at the mercy of this tile manufacturer. Tile manufacturer changed the date and now has a possible ETA of 05/29/23. 

  This is a situation beyond our control and keep monitoring the project. We will reach out to homeowner as soon as we have a confirmation on the date of the tile being released by the manufacturer and we will schedule for install. 

  Customer response

  05/03/2023

   
  Complaint: 19896591
  
  I am rejecting this response because:

  1-In their response all they are doing is pointing fingers. Garabar included an order form, I don't see any commitment from the tile manufacturer to deliver the tiles on the requested date (sometime in January 2023). They should have not removed the tile on 12/5/2022, unless they knew for certain the tile was available. As of today (5/3/2023), there is no roof in my home. There was nothing wrong with my old roof, I was not pressuring  Garabar to remove it.

  2-No where in their response they mentioned what will be the course of action if the underlayment material is not up to specification due to long term exposure.

  3-A couple of days ago there was a tornado on PGA, not too far from where I leave, and strong winds in my area. Currently, I cannot apply for home insurance because there is no roof in my home.

  4-Their permit is or was invalid. Got a mail from the city requesting some action.

  Note: They are claiming that the tile MIGHT be here by 5/30/2023. Sadly, I was told by the product manager (Kasia) that my home was scheduled to get the tiles in January, then February and then March. Three homes in my neighborhood installed new roofs recently. Tile placement in these homes did not exceed ~ 1.5 months from the time the underlayment was installed.

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

  

  Business response

  05/31/2023

  Once tile order is placed, we are informed of the *** for the arrival and we MUST be prepared to received the tile for the project. Otherwise we occur on the risk of losing the tile order. 

  Unfortunately with this specific manufacturer, we have no way of confirming if the *** is firm or not and they will not confirm if order is going to be released it or not. 

  I have attached the *** for the capsheet that shows exposure limitations. For TU Plus exposure limitation is 360 days. 

  Permit has been already renewed and copy of active permit is attached. 

  We are in communications with the H/O and one of the alternative solutions was to get approval from his HOA for another tile manufacturer. We already placed a second order, and we kept the original order open. Right now we are still waiting on Westlake and they are not being helpful in assisting with resolving this issue. 

  We are keeping H/O informed of all the issues we are facing with this specific tile manufacturer.

  Customer response

  06/01/2023

   
  Complaint: 19896591
  
  I received a text message from the Garabar sales person letting me know that today (6/1/23) a Garabar inspector will come to my home to take check the state of the underlayment. This person is supposed to be here sometime between 10 AM and 12 PM. If you have any question feel free to call.

   

  Regards;

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

  
  

  

  Business response

  06/30/2023

  Great to hear.  There should be another truck coming soon to load the material on the roof.  If something changes, I will let you know.

  Customer response

  06/30/2023

   
  Complaint: 19896591
  
  I am rejecting this response because:

  Even though it is appreciated that the tile has finally arrived, I will not close the case until the tile is installed on the roof of my home. Hopefully, Garabar management will take into consideration the fact that it has been almost a year since this entire process started and will proceed with the tile installation process in a timely manner.
  
  Sincerely,
  
  *******************************

  

  Business response

  07/12/2023

  Good Morning,

   

  We are currently installing the ********* week. Once completed we will schedule for the final inspection.

   

  Thank you,            

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

  Office Manager

  Customer response

  07/12/2023

   
  Complaint: 19896591
  
  I am rejecting this response because:

  Even though the response provided by Garabar is accurate and satisfactory, due to my pass experience with the company I prefer to keep the complaint open until the final inspection has been completed.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ** December 2022, Garabar was to install a new roof. During the removal of the old shingles, leaving my bare roof exposed, a rain storm came. Garabar did not act quickly enough and my wood floor was damaged as was my ceiling from water from the roof. The wood floor has staining and some wood planks are now loose/popping up. They did not properly patch the ceiling and did not match the ceiling paint in an obvious fashion.They have been out to look and take pictures multiple times, but that is all they did. The promise of "we'll get back to you" now rings hollow. Now they have ghosted me. No return of emails or phone calls and the promise of they will take care of it appears to be nothing *********************.They created a problem I did not have before they removed the shingles and they refuse to fix the problem.

  

  Business response

  04/05/2023

  We already notified the homeowner that we are replacing the flooring. The issue has been locating a color that will match to the existing. 

  Customer response

  04/05/2023

   
  Complaint: 19524581
  
  I am rejecting this response because:

  It has now been three months since the damage occurred.  6 weeks since they were going to find a match.  It is a maple hardwood that has been installed for 15 years.  They are not going to find a match, if they were they'd have found it by now.  Look at what they did simply trying to get a piece up to look for the match.  They used a screwdriver and hammer and ripped it out, damaging even more floor where there was no water damage!  6 weeks later, still no match and in addition to water damage a hole in my floor.

  I paid 100% of my invoices and this is how I am treated.  I've lost several hours of work waiting for their people to arrive (twice they were a no show) and  honestly I'm losing my patience.

  My suggestion is to replace the flooring in the area affected.  I have an estimate to take out the old hardwood floor and replace with a similar product.
  

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

  

  Business response

  05/16/2023

  The claim has been turned over to our insurance company. A field adjuster has been in contact with the homeowner.

  Customer response

  05/17/2023

   
  Complaint: 19524581
  
  I am rejecting this response because:

   

  While the adjuster has contacted me 2 weeks ago, as of yesterday he is still waiting on Garabar to provide him with information.  Given Garabar's inability to respond in a timely manor (remember this incident happened on 11/30/22 and I was stonewalled for almost 5 months)  I will wait until the adjuster has completed his tasks before I accept this response
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Garabar removed and replaced my roof in July, 2022, sooner than planned, as materials had become available. As of today, February 3, 2023 the roof tiles have yet to be installed. Repeated calls and emails going back to October promise operations will update but the next call back will be the first. In the meantime financing on the home could not be completed due to the Garabar lien which remains in place and the house sits unfinished without contracted rain gutters, damaged soffit, a damaged screen enclosure and no end to it being a neighborhood eyesore.

  

  Business response

  03/03/2023

  All the items have been addressed and taken care of with exception of the ************ and screens. They will be fixed after install of the tiles but we are still waiting on tile.

  New tile ETA is now 03/09/23. We placed order with Westlake 05/12/2022. Lead time was 11/21/2022.  Terrible situation.

  
  

  We are at the mercy of the tile manufacturers.  There are global supply chain issues and ******* Developers are sucking up tile and get priority over our industry. Hurricane *** disrupted the tile induistry.

  
  

  There is noting we can do to combat the tile manufacturers, we just need to wait a bit longer.

  Customer response

  03/03/2023

   
  Complaint: 19330230
  
  I am rejecting this response because:

  I did finally receive a call after complaint was filed. A supervisor came out and found issues with originally installed roofing which has remained exposed since last ***** **** came out and went over roof with a roller to press down seams which had lifted and begun to curl, and other areas where roofing membrane had bubbled. Also came out again and installed new chimney cap which had somehow been forgotten. They did send someone to look at screen enclosure they had damaged and say it will be addressed at end of job. No answer on soffit damage.  Most importantly, however, no response as to whether installed roofing material is still viable for its full estimated useful life or if the extended exposure of eight months has now compromised it.

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

  

  Business response

  03/29/2023

  Tile was delivered to residence on 03/09/23 and installation began on 03/13/23.

  Tile installation was completed on 03/16/23.

  Punch out was done on 03/09/23 but unfortunately the soffit vents are still not replaced. They are not common sizes and we they are custom sizes. We are waiting for soffit vents o arrive. 

  Final inspection was scheduled and passed on 03/17/23.

  Super gutter and screen were repaired on 03/27/23. 

  We contacted ******************* who was currently out of town. ******************* said he was going to confirm all items have been addressed with the exception of the soffit vents. 

   

  Customer response

  04/04/2023

   
  Complaint: 19330230
  
  I am rejecting this response because:

  Besides the missing soffit vent, Garabar failed to install the contracted for rain gutters, adequately paint all replaced fascia wood and failed to leave the home landscaping cleaned of construction debris from the installation. The screen enclosure repair did not fix or replace the bent frame piece, just partially hid the damage with an attachment to the old rain gutter.  
  
  Sincerely,
  
  *****************************

  

  Business response

  05/02/2023

  As off today, all the punch out items have been completed. 

  Soffit and soffit vents have been fixed/replaced. 

  The new gutter system was scheduled and any other issue was resolved. 

  Our field inspector has been to the residence to follow up and monitor work. 

  I tried calling ******************** a few times but I was not able to reach him, to make sure everything all his concerns and issues have been addressed. 

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lets start off with the estimate this is what I was written from the rep at Garabar "It was a pleasure speaking with you today. Please see the attached roof replacement contract." total for the job $31120.now my feelings on this is if you are doing a roof replacement that means a whole roof replacement. or they should word their communications and estimates differently. there is roof repair which would be fixing areas of the roof and roof replacement which means you are replacing the roof wood and all.So after we signed contract and started the job months later(but no issues with that as I understand supply chain issues etc) the come to us with 2 other bills on top of our $31120 bill. they billed us now for wood $2674 and for sofit they break to do the roof $175 so almost $3000 in addition to the original estimate of a roof replacement. I am sorry this should be all included in the original estimate ESPECIALLY when it is classified as a ROOF REPLACEMENT. who ever does a new roof and does not replace all wood as well? that is a true roof replacment to me you are doing a repair if you are not changing out all the wood.And on top of that no one tells you before they do it how much it will be and how much they are replacing? so how do we know they used as much wood as they said they did etc?

  

  Business response

  10/27/2022

  Prior to contracting every client is given a disclosure document titled How to Prepare for a Roof Project and What to Expect for their education and signature. Each numbered line item requires an initial and the document is signed at the bottom. This document contains a dozen common sense disclosures such as; There will be a lot of noise! Constant hammering and the operation of power tools for one or more days can cause distress to any persons or pets on the property. Another numbered line item is; Construction sites can be dangerous. Keep children and pets away from the work area. There is also a line about wood replacement; We can not see through the old roof to know how much damaged wood is present. Once the old roof is removed we will replace all damaged wood on a price per unit basis to be added to the estimate total. 

  In addition to the disclosure document, the contract itself contains plain language about wood replacement. It specifies that wood decking and fascia will be replaced on an as needed basis and specifies the price per wood unit of measure for the particular wood used in the construction of the building. 

  Any claim that the ***************** is a surprise or it was not known to be in addition to the roof replacement cost is false. 

  Customer response

  10/27/2022

   
  Complaint: 18315304
  
  I am rejecting this response because: a roof replacement means a roof replaced wood and all should be brand new from the 2x4s etc. No old wood should be left on the roof when you are doing a replacement if you leave old wood that is a repair. And like I said how do I know they used as much wood as they said they did because they did not show us anything when they were doing the work. 
  
  Sincerely,
  
  *******************

  

  Business response

  12/09/2022

  We have already responded to this complaint, and the homeowner has not altered or added any additional supporting information to their complaint, only a reiteration of the original complaint. Therefore our response is a repetition of our first response. 

  1. When a roof gets old and leaky, it is the Roof Covering that gets replaced, not the Roof itself. 

  The Roof is the manufactured wood truss system that is then covered in wood plywood as a decking.

  The Roof Covering is the tar paper and metal flashing system known as the Underlayment, that waterproofs the wood Roof and then gets covered in a decorative covering of shingles, metal, or tile. 

  When the old Roof Covering is removed, there will be sections of the Roof itself that will be rotten because the old Roof Covering allowed water into the Roof. The Roof must be repaired to be structurally sound to receive the new Roof Covering System. It is customary and Standard Industry Practice to only replace the rotten wood, not just arbitrarily replace all wood in the Roof system. To do that would make roofing needlessly expensive. If the homeowner wanted 100% of his Roof Structure replaced, he should have specified his desire in the contract. A separate Structural Permit would have been applied for and the wood decking would have been replaced in its entirety.

   

  Customer response

  12/12/2022

   
  Complaint: 18315304
  
  I am rejecting this response because: i don't care what anyone says when the email is worded like this

   

  "It was a pleasure speaking with you today. Please see the attached roof replacement contract"

   

  to me and everyone else the words roof replacement MEANS roof replacement not repair which is what you guys are doing. Roof replacement means whole roof replacement including plywood. I can send whole email if needed but the words I sent above should be enough proof on what was written to me thank you
  Sincerely,
  
  *******************

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See total Complaint Letter Attached (BBB_9.9.22)On 5/19/22, I entered into a contract with Garabar roofing to replace the shingle roof om my ***** sq ft house for $12,750. (See Attachment 1 Contract)The salesman had come to my house on 5/17/22 to prepare a quote and to provide information about Garabar. He included a one-page document that had a section for unforseen items as needed . I hired Garabar on 5/19/22 , however the other costs for unforseen items as needed were changed. The work began on 7/12/2022 for the tear-off and dry-in phases. I paid all amounts agreed upon in the contract. Then on 7/13/22, I received an invoice for $2,256.00 representing the unforeseen items. (see Attachement 2 Invoice 16013U). The amount of new wood represented in the invoice was verified to be in excess of the amount actually used. I was overcharged for 155 feet for T&G decking, 20 feet for roof trusses and 38 feet of fascia. The Supervisor was not present during the majority of the work performed by the subcontractors. I emailed and called various representatives at Garabar to discuss these issues. Additionally, I provided many pictures and requested a company rep come to my house. The only response I receive is that some one will get back to you, however they have not returned any call or emails. No one has addressed my concerns despite multiple attempts to work these issues out.I have included pictures that you can call me if any need to be clarified,Resolution Requested:Billing Adjustment to Final Invoice with cost per foot recalculated on original invoice:155 feet for T&G decking 20 feet for roof trusses 38 feet of fascia Thank you

  

  Business response

  10/14/2022

  We have been attempting to reach a settlement with ******** over many weeks. ******** has been alleging that we are inflating the quantity of wood used in her construction project, which is false. The purpose of the 10-13-2022 meeting at the residence was to seek resolution by examining how ******** came to believe that the amount of wood used in the project was not accurately reflected in her invoice, especially since ******** was home during the construction and could witness all the work. Additionally ********** claim that no one contacted her is false. Numerous Garabar employees have attempted to explain the facts to ******** however she appears to be locked into the same repetitive argument. 

  Garabar uses a three fold method to track wood use. First the Crew completes a wood count form, then the Field Inspector checks the form for accuracy, and finally the wood returned to the shop is subtracted from the wood sent to the project. We do not claim this is 100% accurate but it does provide a consistency in calculating wood bills. The few inconsistencies that do occur are the result of waste, small scrap pieces that are thrown away because they are too small to be used elsewhere, This method allows our wood count to be very accurate. 

  We asked ******** what method ******** used to come up with her estimate of how much wood was used. She did refer to a permit document that had been erroneously completed by a young employee who did not know where to find the wood information and guessed. This lack of training issue has since been corrected. It was explained to ******** that the permit document is for a different purpose, and is not a part of our billing process. Another method that ******** is using is to view what new wood is visible from under the roof deck in the attic. It was explained to ******** that much of the rotten wood replacement is at the outer edge of the roof which is not visible from the attic. We provided a photo showing a great deal of rotten wood replacement on the flat roof of her home, which is very common, and pointed out how the flat roof has no attic to view new wood. ******** then contradicted the quantity that was displayed in that photo. She pointed to a crewmembers foot as a unit of measure. We have only the foot showing in the photo and no way to determine whose foot it is and therefore no way of knowing the shoe size. We pointed out to ******** the rafter spacing in the photo, which is 16 inches on center on the flat roof, and demonstrated how she can add up how many rafters a plank will span as a true unit of measure. ******** would not acknowledge this method. It was also on the flat roof that the truss repairs were made. We showed her in a photo why she could not find them in her attic. Another measurement that ******** used is a measurement in a survey. It was demonstrated to ******** that the survey measurement was the inside back patio dimension and did not include the roof overhangs.

  It quickly became clear that ******** was not interested in any facts about her project. She had discovered an error in a permit document that contradicts the wood invoicing, and is intending to hang on to that erroneous entry on an indirectly related document as her evidence, method, and process for wood calculation. Her other stated method is that she does not "feel" that the amount of wood is correct. 

  The other disputed matter is the pricing for the unit of wood. ********** project was contracted during a period of extreme wood price increases. Plywood went from $25 per sheet cost to $85 per sheet. Board lumber had a similar increase. Her contract was written on a form that had preprinted obsolete pricing on it that was crossed off and new pricing hand written in. ******** was demanding to have the old pricing after the project was already built. For the purpose of settlement we reduced the pricing to the old pricing. We also offered to reduce the wood quantity to an even 200 LF to settle. Our offer to settle was rejected.
  

  ******** had earlier requested she have a relative replace her rotten wood fascia. We were unable to accommodate her request because she asked at the last minute on the day we were already there replacing the roof. It was explained to her that we would be happy to let someone else replace all her fascia but it had to be well in advance of our arrival. We suspect this is part of her motivation to argue about the *****************. 

  We have placed a lien on the property. We have exhausted all attempts to reach a reasonable settlement. We shall turn this case over to our attorney ********************* for collections on the full amount due, plus interest and fees.

   

  Customer response

  10/18/2022

   
  Complaint: 18002943
  
  I am rejecting this response because:

  The company provided reply to the BBB is a fabrication of the facts.  There has been no previous response from Garabar regarding the quantity of new wood that was used in my house and no settlement of this issue has been presented from them. I repetitively reached out to numerous Garabar employees and received no response from July 22nd through September 7th, and after this date the response they sent was that the only person that can address the issues is the general manager. No other explanation was provided whatsoever.
  

  These are the dates I have sent emails to the company and received no response to address the issue.  These are in addition to the multiple followups with my salesman.
  
  1 - 7/22/2022 initial email after notifying saleman
  2 - 7/26/2022 detailed email including documented pictures showing new wood installed and details regarding price per foot discrepancies
  3 - 8/4/2022 Followup from 7/26/2022 (included all the previous information)
  4 - 8/19/2022 Followup again (included all the previous information)
  5 - 8/22/2022 Followup again (included all the previous information)
  6 - 9/6/2022 Followup again (included all the previous information)
  7 - 9/7/2022 Followup again (included all the previous information)
  8 - 9/9/2022 Followup again (included all the previous information)
  9 - 9/27/2022 Followup again (included all the previous information)
  10 - 10/4/2022 Followup again (included all the previous information)
  
  When the Garabar general manager came to my house on 10-13-2022, I was prepared for him to first-hand view the wood used at the residence. I had 38 relevant photos available in a folder on my phone, along with the pictures taken by the Garabars workers included in their Affidavit document, and my attic available for him to view first-hand. As previously stated, the Garabar general manager refused to look in the attic which is ***** feet of the ***** total area. He also did not look at the pictures I had saved on my phone that included many from the day of the tear-off and additional ones from inside the attic. This evidence shows that about 40 feet of wood that was used in the main house area. The remaining 162 feet of the flat roof area is completely represented by picture documentation. The pictures clearly show that only 45 feet of new wood decking was used in the flat roof.
  
  My original filed complaint stated that 100 feet of roof decking was used that was subsequently overridden by the companys affidavit, Contractor Affidavit for the Re-Roofing of Existing Site-Built Single Family Residence Structures - Form 001. The affidavit was signed and notarized by the owner of Garabar stating that,"the Contractor does affirm and certify that the information is true and correct". In this document on page one, in section 611.7.1 Roof decking attachment, the contactor affirmed that the diaphragm (roof sheathing) replaced was 64 feet.  The 64 feet included in the company affidavit was close to the 85 feet based on my verifiable calculations.However, I was still willing to pay for 100 feet of roof decking as offered to the general manager on his 10/13 visit. He declined this offer.
  
  The Garabar general manager erroneously stated in his BBB response that, ******** states, that she does not feel that the amount of wood is correct.  However, his statement is categorically false as all the evidence was available for him to evaluate during his visit on 10-13-22, however he refused to do so. The actual statement I made was, I do not feel I should have to pay for new wood that has not been installed in my house.  I repeatedly attempted for him to look at the photos and view the attic that is easily accessible, and he would not do so. The evidence is available to him, he just refused it.
  
  Additionally, the lien was place on my house was signed on 9/20/2022 although the *************** building department recorded the completion date of 9/22/2022. According to the contract, the final payment was not due until the roof passed final inspection. Furthermore, the final invoice from Garabar was emailed to me on 10/4/2022. Therefore, the lien was not filed in good faith as the amount was substantially overstated and Garabar did not provide me the opportunity to make the payment after the final inspection.
  
  The resolution I am seeking is the improper lien removed from the property and a correction of the invoice to represent the correct amount of cost per foot and to correct to the quantity of wood used.
  
  
  Sincerely,
  
  ***************************

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