ComplaintsforCitrus Contracting

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roof was replaced in November and there was issues with the roof not being level in 2-3 spots and we were told the sun would flatten them out. Also the roofer damaged the gutters and I fixed most of them except there are missing nails in the gutters and a few that are bent pretty bad. I have call the Brandon office over 80+ times since December trying to get everything resolved so I can pay the rest of my balance. I gentleman by the name of Danny came out 8 weeks ago and agreed there was some issues that needed to be fixed and he would be back out in a few days and as of 5/6 nobody has come out. We I do call I get a different person every time and one of those calls the person told me their was a lien on my house for non payment. I have the balance of $12K to give them I just want the job completed 100%. I also would like the lien taken off my house before I pay them in full. I would like to talk with the CEO of the company if possible.

  Business response

  06/22/2022

  Business Response /* (1000, 5, 2022/05/09) */ Thank you for bringing this to our attention. We were on site today and we will be working with our quality control team to do a further examination of the roof. This was explained to the homeowner on site today. We will be keeping the homeowner informed every step of the way. Consumer Response /* (3000, 7, 2022/05/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) After looking at our roof today the two gentleman that came out said there are numerous mistakes and the entire roof needs to be replaced. They were not authorized to approve the replacement we're going to upper management and said they will get back to me. Sounds like the issue was when they did put the roof on which we have video of it was during a rain storm and all the water has caused issues to the roof and how it was sealed causing the roof to be not level to the point it needs to be entirely replaced. We have referred citrus contracting to three other homes in their neighborhood and their homes will look totally different than ours. They did a great job on the other three homes. I believe the weather had something to do situation with our roof. Business Response /* (4000, 9, 2022/05/18) */ Hello, We have spoken with the homeowner and let them know that our Q/C team will be on site to look over the roof for a final determination. As soon as we get the results of the findings we will create a plan of action moving forward. Customer is aware of these steps. We will keep in contact with the customer each and every step of the way. Consumer Response /* (3000, 17, 2022/06/01) */ Would like to keep the complaint open until the roof has been completed to consumer satisfactory. I have not been given a date on when the roof will be replaced. Business Response /* (4000, 19, 2022/06/02) */ Thank you so much, We have spoken to the customer today and let them know that the roof can be installed as soon as next week, contingent upon the shingles availability. We have requested an update from our supplier in regards to the color choice for this customer. We are hopeful this will be wrapped up within the next week. In the meantime we will keep the customer informed. we apologize for this inconvenience. Thank you

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contract was signed in June 2021 to complete roof replacement and repair "all rotten fascia". Salesman insisted on putting a tarp on the roof even though there were no leaks. Tarp shredded and blew off, salesman instructed me to "pull the tarp down" and would not send someone out to remove or replace it. After months of terrible communication, my roof began leaking in places where the unnecessary tarp had been nailed to my roof. Salesman sent someone to place another tarp. I later discovered that the tarp was being set by a separate company owned by the salesman, despite this never being communicated to me. I would not have allowed this if I had known that holes would be put in my roof for no reason, for the benefit of the salesman. In October my roof was finally scheduled. I was unable to communicate with the workers due to language barrier. Nails and trash debris were left around the site, including rusty nails, chicken wings, and alcohol bottle caps. After the workers left I noticed that rotten fascia was remaining, that it had not all been changed as promised, compromising the integrity of the roof, as this would cause water to enter the sides. Photos were sent and there were more delays in addressing my concerns. After months I was finally contacted by someone who disregarded all my concerns and said "the job is done, we won't be coming back". I am left with a combination of uneven and unattractive fascia in addition to the obvious rotten segments which my insurance company was under the impression they had paid to replace. There has been no further effort by this company to provide customer satisfaction of any kind. Quality results do not seem to be a priority at all. I am appalled at the attitude that they did just enough to say the "job is done", but it certainly is not a job WELL done, nor am I left with a safe and sealed home. I deeply regret doing business with this company.

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/04/29) */ Thank you so much for reaching out and explaining your experience, We will be actively working with the field team for a resolution and we will be keeping the homeowner updated throughout each step.

• Initial Complaint

  03/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Citrus contracting started my roof on February 7th 2022 they did complete the roof top but the drip edge around it is horrible they have been trying to replace it for the last month they never show up they had an appointment today Saturday March 18th they did not show up that show up they ruined my driveway with stains from a leaky truck I just want to have my roof completed And move on so I never have to deal with them again. And my driveway repaired

  Business response

  04/29/2022

  Business Response /* (1000, 5, 2022/03/21) */ Thank you for reaching out to us and we are sorry to hear of your experience, we have been informed that the pressure washing of this driveway has been completed. We are looking into the drip edge repair and will provide another update shortly. Consumer Response /* (3000, 8, 2022/03/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The drip edge was completed Sunday morning at 8:30 am The were supposed to be there at noon Saturday. I have 3 new foster children that were scared, they thought the roof was coming down. As far as the driveway, it was pressure washed and as I told Daniel,Johnny and Carlos.. The stains are Not even close to gone. Now I have garbage on my lawn since Sunday. I told Daniel,Carlos and Johnny that if it is not picked up tonight, you will be replacing they grass. Your company does not make appointment, that are kept. They show up whenever they want The large rust mark in the picture is from 3/19 They small rust was from the original stains and so where the oil marks. See attached Business Response /* (4000, 12, 2022/04/05) */ We have been actively working to resolve all issues here. The homeowner has agreed to a small credit for stains as we have tried to get them out already.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 12/10/2021 I signed a contract with Citrus Contracting in Rockledge, FL to replace my existing roof on my home. Within the next couple of months they began the work and completed the roof in 3 days. During the replacement of my roof the roofers shot holes with their nail gun through the copper piping that was holding my refrigerant for my AC unit. I contacted an AC repair company and they came out and identified the issue, taking pictures of videos of the damage. I sent the information to Citrus for review and requested they reimburse me for just half of the cost and was trying to work with them on the damage they caused during their scope of work. They pointed to a "condition" within the contract where they say they are not liable for the damage they caused. They had been unresponsive to my emails until I threatened to file my complaint and seek legal advice. I don't see how damage they caused is an inherent risk that the buyer has to assume and they should have been willing to assume a shared responsibility.

  Business response

  04/12/2022

  Business Response /* (1000, 5, 2022/03/21) */ Hello, the receipt the homeowner submitted is for replacement of an full A/C unit. We did not break the customers a/c unit, we pierced a line in the attic that was not up to code. We have offered the Homeowner a $1,500 credit which would cover a repair of the A/C line. Consumer Response /* (2000, 7, 2022/03/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Citrus Contracting agreed to share in the responsibility of the damage they caused and paid for half of the repair bill. I understand that damage can occur during construction projects, but companies cannot hide behind the contract language says it is not our fault. I am thankful they agreed to share in the cost of the repair and they said they would be mailing out a check.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Citrus Contracting removed our roof in June 2020. It rained the night they tore off the roof which resulted in water damage to our garage ceiling. We have paid Citrus over $15K (which was more than the original quote of $12K). We have water damage in our garage from the rain and asked them to replace the drywall. Months later we found out that in October of 2020 Citrus placed a lien on our home for a balance due of $2,080. which we have not paid because of the water damage. We have been trying for over a year to get Citrus to replace the drywall in our garage. In September I spoke with Katie and asked if they would waive the outstanding balance and we can take care of making the repairs ourselves. She instructed us to get some estimates and send them to her and she would get with the manager, which we gladly did. After sending in the estimates, they called and wanted to again send someone out to paint the ceiling. Their repair person called us to schedule a time to come out and we told them that we needed the drywall replaced also. On November 11, 2021 I placed a call to one of the head guys at Citrus, who was surprised that I had his number because he said he is usually the last resort for getting things resolved. He told me that he would get in touch with the warranty department and have them call me. To date, I have not heard back from anyone. When they sent someone out to "paint" over the water spots, that was not acceptable. The drywall needs to be replaced and we have gone in constant circles with the Warranty Department many times, with no satisfactory resolution.

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2022/01/20) */ Thank you for bringing this to our attention. We greatly apologize for your experience. We did send a warranty tech out to paint the stains in the garage ceiling. Consumer Response /* (3000, 7, 2022/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept this response because the stains and the drywall in the garage have not been repaired or painted. Business Response /* (4000, 11, 2022/02/25) */ Our warranty team has sent an order through to our vendor on February 8. This vendor will be contacting the homeowner directly to complete the issues described in this complaint. Consumer Response /* (3000, 18, 2022/03/23) */ The warranty department did not call to resolve this matter. We are still in limbo. Business Response /* (4000, 20, 2022/03/24) */ We have spoken to the customer and worked out a credit for them to which they have agreed. at this point there are not further outstanding items and customer agreed to remove this BBB complaint. Consumer Response /* (2000, 27, 2022/04/04) */ We have reached a satisfactory agreement. The lien has been released. Thank you.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Citrus replaced my roof and didnt wait for the county inspectors. The county will not remove the permit and Citrus is doing nothing to help. They wont talk to me. They did send an engineers letter but the engineer never came out to look at the construction so the county will not accept the letter. We are stuck and i am about to file in court. I will get my own company to come out and take off a portion of the roof so the inspector can see the construction and close the permit. Citrus will pay in court and i will go after damages as well.

  Business response

  03/08/2022

  Business Response /* (1000, 5, 2022/01/19) */ Thank you for reaching out. We greatly apologize for your experience. We called the customer and explained we are missing a document in the permit package, that document is being filled out today and placed into the permit package on site. once delivered, we are able to call for the final inspection, we are putting a rush order on the final and should have this resolved shortly. Consumer Response /* (3000, 7, 2022/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Citrus which I believe is **** now is trying to speed up now. You have had since July. When I call your office the people will only forward you to voicemail and they say canned statements. I did get someone by email and after lengthy discussions he just stated "well I told my boss ". Totally unacceptable. I personally set up my own inspection with the county. You do not speed up the county inspector. I believe the response to just make it look like they are trying to resolve quicker however it will take the same amount of time. Don't try to sugarcoat the situation. You guys put the roof on in a rain storm and one of the workers said there was damage and asked if we saw something in the home. I said no but I'm not an inspector and I'm not going in the attic. I will likely file suit after this permit is cleared. I'll get my own inspector to go in the attic and find out what was damaged. Yes the sticky coating you guys put on was not fully installed when the rain storm was hitting. Likely there is moisture trapped and going to cause mold. And I can promise you that the plywood boards that they claim were changed were not. Those guys only brought out 5-6 boards yet they claimed a lot more to my insurance company. You guys will get caught and pay in court. Business Response /* (4000, 10, 2022/02/08) */ There is no further update. The project is completed and the final inspection passed. The homeowner has been emailed a copy of this report.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  
I was approached by Citrus Contracting to replace my roof. After the rep ask me if I had any other damages that Citrus would repair them also. I had 2 other damages. They were suppose to repair interior ceiling damage & repair lanai over my pool. This has been going on for almost a year and still no work has been started. The rep mislead me to believe certain things so I agreed to hire them. The rep offered me $250 to put a sign in my yard for advertisement and $250 for military discount towards my deductible. When The rep with Citrus sent the proposal to my insurance he only submitted for my roof. I questioned why didn't he submit the other 2 damages per our agreement and he said I needed to hire contractors myself to repair them so obviously he never intended to. They only wanted to do the roof. He mentioned several times on one phone call that I signed the contract so I'm legally obligated to the contract now. After several months and many messages various ways Citrus finally sent contractors to give an estimate on the other 2 damages and but when they sent the proposal for the other 2 damages they left off a replacement cost for the ceiling. This is why the ceiling damage was denied per my insurance company. After telling Citrus why it was denied they sad they would look into it. after that all I received is messages wanting me to schedule my roof. Through this whole process I would receive messages and phone calls from several different people wanting me to schedule my roof. I also received calls wanting money before the claim was even approved and another wanting money before the claim was completed. I have sent emails, text, & a voicemail to 3 different people wanting to be released from my contract and no one responds. I do not trust this company and do not believe they would do a good job. Citrus Contracting has many bad reviews and it's how the handle the reviews. This has cost me time and money from not being able to sell my home

  Business response

  04/18/2022

  Business Response /* (1000, 5, 2021/12/22) */ Thank you for explaining your experience. This is a situation that is out of our control. We can only do the work that is approved by the homeowners insurance company. The claim was denied therefore no money was collected and the project has since been cancelled. This is not a direct result of our company process but rather a dispute between the customer and their insurance company. Consumer Response /* (3000, 7, 2022/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had no idea my project had been canceled and I have been released from my contract with Citrus Contracting because no one returns voicemails, text, nor emails. I will be satisfied if Citrus Contracting will send me a letter with their letter head and SIGNED (I have seen in other complaints where Citrus forgets to sign the release letter) within 15 days. It doesn't look like Citrus Contracting even read my complaint because there was no apology nor comments about how a customer is treated. It has been a year and Citrus has still not completed the claim or done what was agreed upon. Even though Citrus has stated to the BBB and publicly that my contract has been canceled, I would like Citrus Contracting to show some professionalism and send my letter of release in regards to my complaint. I honestly feel I should be compensated for the money Citrus has cost me but will be satisfied at this point IF I can get a letter stating my release and my contract canceled. I will then respond that I am satisfied once I receive the release letter. No customer should have to spend so much time fighting to get a job done after hiring a contractor. Business Response /* (4000, 9, 2022/01/13) */ Carrier approved roof replacement and the homeowner signed with us 3/9/21. Per HO request we sent in a revised scope to include the lanai and interior damage but the Carrier denied. We then reached out by phone text and email from April through Sept . It was explained we are the contractor hired to perform the re-roof and any additional denials and disputes by the Carrier which are preventing the HO from moving forward with the paid claim and its funds, need to be worked out with the Carrier. Due to no forward motion from the HO, no deductibles nor 1st carrier check submitted so that we could complete the reroof, we gave written notice on 11/10/21 of cancellation due to permanent stall. No further communications received by the HO after the cancellation provided. Consumer Response /* (3000, 16, 2022/02/08) */ I apologize for the delayed response. I do not except Citrus's response. I am displeased to see the dishonesty on how the process went. Please read carefully, I CAN PROVE what I am saying is true as well as my insurance can verify on their part on how the process went. When signing our agreement, Citrus was to provide my insurance with quotes for the roof, ceiling damage, and my lanai. Citrus only submitted my roof (WHY) they only wanted to do the roof which did breach our agreement. I didn't know until months later by my insurance. When I questioned Citrus they didn't want to submit the other 2 and told me to do it myself. My insurance company advised me if Citrus didn't submit it I would never be able to file the other 2 damages later. Months went by. Citrus sent contractors finally to give quotes for the other 2 damages. We already knew my lanai wasn't going to be covered but my ceiling probably would. When Citrus sent the proposal for the other 2 damages they DID NOT SUBMIT A REPLACEMENT COST FOR MY CEILING. That is why it was denied PER MY INSURANCE company. They never would send a replacement cost after me telling them the reason why it was denied. I experienced nothing but dishonest and unprofessionalism with Citrus Contracting. As I said, I will be able to provide plenty of emails, text, & voicemails to back my complaint and how the process went. The rep from Citrus was also suppose to itemize everything in my proposal such as my solar panel. The rep said if I did not want to reinstall it then that money would come back to me. My insurance company said Citrus did not list it separate in the proposal. When I questioned Citrus I was told that was correct that Citrus did not itemize the solar panel and if I did not want to reinstall it that the money would not come back to me the Homeowner but would now go back to Citrus. That is not what I was told. It should be itemized. I NEVER received any written letter stating my contract had been canceled. This was not due to the homeowners delay either. This has cost me from being able to sale my home .Citrus, Please provide the written letter you say you sent in an attachment to the BBB. After researching Citrus Contracting I found around 28 complaints just in 1 year and there are much more. All I wanted was an honest Contracting Company to do what they say they will do and service they will provide. This has wasted a year of my time and cost my family money. All I received after I would send emails complaining or asking Citrus to do something was a bunch of different people with Citrus calling, texting, @ emailing me wanting me to schedule date to replace my roof. I did in fact receive calls and other forms of communication wanting money before the job had even been scheduled and even approved. As I stated, my insurance is requiring a letter from Citrus stating the contract is now canceled. Business Response /* (4000, 18, 2022/02/10) */ we stand by our original answer. The homeowner was notified on 11/10/21 of the cancellation. We have attached that email in this complaint. Consumer Response /* (3000, 25, 2022/03/10) */ I do need a letter from Citrus Contracting with their company letter head stating my contract has been canceled. That's what I've asked for and I believe that would be the professional thing to do considering Citrus Contracting breached our agreement and has wasted a year of my time. This has caused me from being able to sale my home multiple times. I have no problem moving forward with legal action as I have been advised and going to court to get this settled. I believe I should be compensated for any cost I incur and missing sales on my home. I believe my experience should be publicized in hope to prevent this happening to other people.

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted with Total Home / Citrus Roofing out of Brevard County Florida for a new roof. Many issues with workmanship have been discovered upon completion, with no resolution. These include;; Damage to gutters during removal of old roof Improper installation of drip edging on many areas of the home Improper location of Velux solar skylight which makes its' function not applicable No resolution on rear of home which was installed in a very sloppy and unprofessional manner, No resolution from management to this point.

  Business response

  01/18/2022

  Business Response /* (1000, 5, 2021/12/01) */ We contracted to install a solar tube with this project and there was a truss in the way no fault of ours as the customer choose the placement. the homeowner asked us to move the solar tube to which we happily agreed to, his spouse did not like the placement of the tube because they did not like where the sun shined in the kitchen, we have set an appointment with the customer to complete the removal work as the tube does need to be taken back out, and the hole covered. we have been in constant communication with the customer. The cuts to the drip edge was only mentioned yesterday as we had sent our tech out to repair a section a few weeks back. we have made every attempt to make this customer happy. we have been at the home on, October 13,14,15,16,18,22 and November 8,10 and 16TH. Consumer Response /* (3000, 7, 2021/12/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I disagree with their response in that it seems that they have tried to address the issues with all the dates shown. First, the installation if properly supervised on October 13-15 would have made us happy customers and there would be no bbb complaint. THe dates and visits were as follows; October 13, 14, and 15th were for initial installation. October 16th was for them to return to install a roof vent they FORGOT to install, and I found on the side of my house laying in the grass! October 18th & 22nd was to try to repair rear of house installation issues, where the person that came, messed it up worse than it was. Again, no supervision was on site for this repair by one of their crew. I could not communicate with this individual at all in that I did not speak Spaniish. No representative ever came on November 8th. Two-person crew arrived on November 10th to finish the solartube interior, and that is when It was discovered that placement was not possible, as well as the kit ordered did not have correct solar tube flex tube. Team departed and said that I would be contacted wrt this issue. November 16th, a company Total Home outsourced the fix for my roof arrived, and he stated that he would report back on what these fixes required. Never was a follow up stated, and then the next day, the original supervisor arrived and did not even know the person had comme two days prior! At arrival of Total Home on October 13th, Supervisor was told where we desired installation. supervisor supposedly went into the attic to determine if the placement could work,and said that it would. The supervision on this project from the start has been horrible, if not non-existent. Contracting representative, Laura, who has been the only person who seems to care about these issues, called on Dec 3rd of December, and stated that only solution contractor was willing to do was to remove solar tube out of exterior roof, repair roof, and issue credit, which makes the resolution not optimum, but acceptable. We suggested that the solar tube be moved 8 horizontal feet to another location where joist would not be applicable, and contractor decided they did not wish to proceed, thus the compromise and subsequent generous credit. On the issue of drip edge issues in front and rear of the house, contractor has stated that they will return on December 17th to address all issues. It remains to be seen how this is handled, and the quality of the final product. We will remain optimistic that this time they will get it right. This company initially from point of sale, has been in my opinion, overstretched. Sales person did not return calls after the contract was signed, their coordinators tried to deliver materials nearly two months early, then the issue of the installation and lack of supervision has proven to be very frustrating. For an organization that states to be the best in the business, we have yet to get to a place where we as customers, are satisfied, but perhaps the resolution on December 17th will address all concerns satisfactorily. Lastly, I am grateful for Laura ***** at Total Home. All I ever wanted when I signed this contract was what all consumers desire, quality work for the price paid. Thank you. Business Response /* (4000, 9, 2021/12/16) */ we have confirmed another appointment for tomorrow with the homeowner. Consumer Response /* (4200, 11, 2022/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Folks showed up on December 17th as promised and ONLY removed the roof portion of the solar skylight. The interior portion was never installed. Received a call that they will return to repair all remaining issues on January 31st. I remain hopeful, yet skeptical as to the fixes that will be employed. The biggest concern is their lack of supervision, as well as personnel that speak english. I do not believe any homeowner should need to be bi-lingual to get appropriate work on their home. The biggest concern I have going forward is that I paid more for my roof to get a quality 15 year warranty. If it takes this long to fix an initial installation, what will be our experience with warranty needs? We hope better than this. I did not know at the time I signed the contract that this company had recently been sold to ANGI. I never would have signed the contract if I had known that at that time. I remain hopeful that this visit on January 31st will prove successful. Then I will pay them the remainder of their invoice,and return to this complaint to close out my observations and comments for future prospective clients.

• Initial Complaint

  11/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Citrus Contracting installed a new roof on my home 21/2 years ago. I have a small leak which I would like them to to repair. I purchased the home 2 years ago and owner said If I had any problems with the roof to let him know since the roof was new at the time I purchased the home. Upon knowing of the leak I contacted the prior owner and he gave me the name and number at the roofing company to call. I called and got a voicemail in which I left all necessary information to call me back, this was over 2 months ago. I never got a call back. I found and called the company direct and was finally directed to person that could help. I was told the company does not do repair work, only warranty work. Their advertising states they do repairs. The warranty department told me that the warranty only applies to the person who had the roof installed and not to the new owner! This statement just doesn't make sense and if true should be told to the seller so it cannot be used as a material fact when selling the home. I contacted a repair company to come out and give me an estimate on repairing the leak. Upon their inspection of the damaged area they said there had been an attempted repair already and that the workmanship was spotty. The repair company while wanting to do the work said that I should make the installer of the roof come back and do a proper repair. The original owner confirmed a repair had been made after the new roof was installed. I called the roofing company back to talk to someone in the warranty department and was put on "hold". I called back and requested to speak to someone that could assist me and was switched to a voicemail. I left my name, number, address and a brief outline of my problem/ issue. To date, it has been 3 weeks and no one has returned my call. This issue has now gone on for 3 months. I think they hope I will just go away! The information I have is as follows: Citrus Contracting 2968 Rainbow Rd Jacksonville, Fl 32217 (904) 423 1360

  Business response

  12/09/2021

  Business Response /* (1000, 5, 2021/11/17) */ Thank you for reaching out. the warranty is only valid for 2 years since the roof is over 2 years old we are not responsible to fix this homeowners issue. the roof was actually purchased by another customer and the home was sold. the warranty would have to be transferred regardless at this point there is no more warranty as it ends at 2 years and the homeowner opening this BBB case is not a customer of ours.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The actual roofing install (completed 8/7) went fine... but I have been fighting to get repairs done to damage they did for the two months since... Everyone keeps passing the buck, blaming others, but no one is getting results. There is one small job left before we can close the job and there have been 2 no shows with no explanation or reasoning and I asked for a call from Paul G******* (GM) last week and I still have not been contacted. I have spent so much time following-up, tracking down answers, re-arranging my life, getting passed around from one person to the next and I just want this to be over.

  Business response

  10/21/2021

  Business Response /* (1000, 5, 2021/10/21) */ Thank you for bringing this to our attention. we are waiting on a part that has been ordered already. due to backorders and material shortages the part is due to come in next month from out of state. The customer is very aware of this. once the part comes in our gutter tech will install. Consumer Response /* (3000, 7, 2021/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) THIS particular gutter shield repair was originally scheduled on 9/10 (even then after a LOT of back and forth with project coordinator and warranty dept and trades dept). The techs that arrived were not aware of the job they were sent to do, so I had to walk them through it myself. They left to try and find material so they could do the work. They returned a couple of hours later with an option, which after I inspected it and compared it with what was removed during the roofing install and agreed it would work. A few hours later, they said they had not gotten enough materials so would have to come back and finish another day. After a week and half with no updates, no additional communication, I had to track down someone (Maylene) who rescheduled them to return on 9/30 between 1-2 pm (I don't understand how any job left incomplete doesn't automatically take priority over jobs that have not yet started or been scheduled, but that's a completely separate issue). On 9/30, after 3 separate reminders (text message, voicemail, and actual conversation), no one showed up at my house to complete the job. Again, I had to track down what the issue was and NO ONE had any idea what had happened, why it wasn't finished, who the techs were that even did the job in the first place)... after numerous additional phone calls, I was able to speak with Phillip S***** from***************** who came to my house on 10/8 to assess the remaining work and said he was cleared by Neil (??) to step in and finish the work himself. He advised me he would know Monday 10/11 when the materials would be available and would then contact me to schedule. On Wed 10/13 I received a text and voicemail from Bri advising they would be able to finish the work on 10/14 between 1-2pm. I spoke with Phillip S again to see if it was him coming to the house or someone else.. He advised me that Neil had canceled his work order, they had located the original techs and they would be completing the work on 10/14. I was away all day on 10/14, but had seen no activity on my security cameras, so approx 2:30, I texted Bri to confirm that work had been completed... she responded "Hi Mr *****. We could not go there today because Lansing, our supplier was supposed to have the materials for the repairs at your home today, but told our techs today that they just have them out of state. So we mad a special order to Lansing to have the materials shipped to Florida. I apologize for the inconvenience, we will let you know once we have the materials to reschedule." Again - had I not reached out, there was no proactive communication to me that the team was just not showing up again... Why was this repair scheduled TWICE if the materials hadn't even been ordered. It's probably 20 feet of gutter shield left and here we are TWO MONTHS later and I'm still trying to track things down. After this communication from Bri that the work had not been done, I was able to get in contact with Maylene again; I expressed my level fo frustration (AGAIN) and told her I wanted Paul G******* (which is the name I was given as the GM) to contact me. She said she would personally make sure he knew the situation and would tell him to contact me... Today is 10/21, so a week has gone by and no calls, no additional communication, nothing. And now the response here that the materials will be in sometimes next month? I have spoken to Luke, Nate, Patty, Gabby, Rae, Bri, Maylene, Yolanda, Philip, and a few others and everyone just keeps saying some version of "we're on it" - but NO ONE is one is following up, no one is communicating, and I am getting very tired of how much of MY time and effort are being eaten up trying to close the book on this job which was started back in JULY. So the response above of backorders and material shortages is the FIRST I have heard of that and with all of the runaround I have gotten and half-answers and lack of follow-up, the comment "the customer is very aware of this" feels condescending at best and is not appreciated. Business Response /* (4000, 9, 2021/10/25) */ We are aware of the customers situation with this gutter part. As we mentioned there is no update as of yet because the part is still on order. we apologize for any inconvenience this has caused the customer. Consumer Response /* (4200, 16, 2021/11/19) */ This complaint should NOT have been closed as the issue has not been resolved. The materials were ordered over a month ago now (10/14) but no one knows if they've arrived, if they've been misdirected, used on another job site, etc.... I speak with Maylene on almost a weekly basis when she calls me to see if I have any updates for her (not sure what kind of business model that is), because she has no information. I JUST spoke with her again now (Fri 11/19 @ 2:45pm) because she did not call me back last week with any update from the Trades department because it's basically been radio silence from my end. She is very professional but continues to explain that the company is totally siloed in that each area is responsible for their own thing and all she can do is reach out and wait for responses - but the responses do not come. However, she does not seem to take any sort of proactive action to track down the missing information until the next time I speak with her. I have asked her twice previously and again today for the GM (Paul G*******) to contact me directly so I could discuss the issues and I have yet to receive a call. Being completely blown off by leadership clearly shows the way they feel about their customers and the fact they would rather take an avoid and hope it goes away approach to problem resolution instead of just stepping up, apologizing that they've dropped the ball dozens of times now, and taking ACTUAL action to finish the work instead of just pointing fingers and avoiding responsibility. Business Response /* (4000, 18, 2021/12/01) */ Good Morning, the gutter guards have been installed and completed. The homeowner originally had gutter guards that were installed for a home that would have winter weather conditions. Due to the location of our homeowner we had to special order those types of gutter guards. we have uploaded photos of the new gutter guards.

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