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:09/14/2024

  Type:Service or Repair 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.

  We hired this company to replace a sunroom roof that was leaking and install two ceiling fans with existing electric . We were told the process would take 1.5 days. It took 8 months which included several failed inspections, constantly texting and calling the company for progress. After it was finally completed the roof is still leaking in the same location it was when we started and in others. In addition the circuit breaker keeps tripping. We contacted the company to reseal leaking areas and have not been provided if someone has been out to fix. An appointment was set up to fix the electrical and they were a no show. It took over an hour to get a response from the company and they never followed up why someone did not show. This company has the worst customer service and is full of many empty promises. We have rearranged schedules over and over for a company that cant get the job done correctly. We have paid a lot of money to fix a problem that has not been fixed.

  Business Response

  Date: 09/30/2024

  Dear **** *******
  Thank you for sharing your feedback. We sincerely apologize for the frustration youve experienced throughout this project. Your concerns are very important to us.
  We understand that the extended timeline and ongoing issues have been disappointing. Its important to note that many of the delays were due to county inspection requirements. Once we received updates from the county, we acted immediately to resolve the issues. We have sent crews to address the leaks and electrical concerns, and we are pleased to confirm that everything has now been fixed. At no point did we avoid taking care of any issues that arose.
  During the project, we faced several inspection challenges that required us to engage engineers to ensure all work was done correctly. We also took the initiative to install a new post and beam at no additional cost to you and replaced the weathered kickplate as part of our commitment to your satisfaction.
  We appreciate your patience and understanding as we navigated these challenges. If you have any further concerns or questions, please dont hesitate to reach out directly.
  Thank you for the opportunity to serve you.
  Best regards,
  ***** *******
  Managing Partner
  Gutterworks Services Inc
  ************

  Customer Answer

  Date: 09/30/2024

  After we submitted the complaint to the BBB, Gutterworks did send the electrician and someone to look at the roof. However, we did have to contact them multiple times, as they had poor communication with us. We were told multiple times someone would be out to address the roof, while we were at work, but never got confirmation that someone came out. Once we contacted them we were told someone would be out the next day or two, but this went on several times before someone actually came which we verified since they came when we were home. We have not had any additional leeks, but we have not had a significant rain to determine if the leeks were corrected. So far the electrical is working so that seems to be corrected. All we were told from electrician and roofer was to monitor, so we are unsure if all the issues have been resolved. 

  At this time we do not have a need from Gutterworks, but wanted to provide additional information from Gutterworks response. This has been a very challenging company to deal with, with not following though when they say they are going to come, having to contact to stay on top of job and showing workers that show up at our home what needs to be done since the project manager does not manage his projects. 

  The reason the kick plate was replaced was because Gutterworks left it outside for weeks and it was ruined in the weather, even after the day it was placed outside my husband contacted them if it was ok to stay outside and he was told yes. 

  They also failed inspections for the same thing on multiple times and did not read or address the inspectors' comments until after the 3rd failed inspection. There were many delays and was due to the poor management  and errors by Gutterworks. 

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22287015
  
  I am rejecting this response because:
  

  After we submitted the complaint to the BBB, Gutterworks did send the electrician and someone to look at the roof. However, we did have to contact them multiple times, as they had poor communication with us. We were told multiple times someone would be out to address the roof, while we were at work, but never got confirmation that someone came out. Once we contacted them we were told someone would be out the next day or two, but this went on several times before someone actually came which we verified since they came when we were home. We have not had any additional leeks, but we have not had a significant rain to determine if the leeks were corrected. So far the electrical is working so that seems to be corrected. All we were told from electrician and roofer was to monitor, so we are unsure if all the issues have been resolved. 
  
  At this time we do not have a need from Gutterworks, but wanted to provide additional information from Gutterworks response. This has been a very challenging company to deal with, with not following though when they say they are going to come, having to contact to stay on top of job and showing workers that show up at our home what needs to be done since the project manager does not manage his projects. 
  
  The reason the kick plate was replaced was because Gutterworks left it outside for weeks and it was ruined in the weather, even after the day it was placed outside my husband contacted them if it was ok to stay outside and he was told yes. 
  
  They also failed inspections for the same thing on multiple times and did not read or address the inspectors' comments until after the 3rd failed inspection. There were many delays and was due to the poor management  and errors by Gutterworks. 

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