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:02/17/2025

  Type:Billing 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.

  They charged, ******, then they charged **********

  

  Business Response

  Date: 02/21/2025

  Dear Ms. **************************** received your message on behalf of the Better Business Bureau regarding your financial payment completed by Couto Construction. We appreciate the opportunity to address your concerns. Upon reviewing your complaint filed with the Better Business Bureau (BBB), we conducted a thorough investigation to better understand the issue raised. We would like to clarify the situation regarding the charges to your account.
  The initial charge for the project was $19,796.27. However, during the course of the work, a change order was necessary due to the need for 51 additional sheets of plywood. This adjustment was made to ensure the roof was safer and more structurally sound. The total for this change order was $4,335.00. As outlined in our contract, changes to the scope of work may occur once the project has begun, and these adjustments are reflected in the final billing. At Couto Construction, we always strive to do the right thing by our customers, and we are committed to setting up every project for success. Our goal is to ensure that all aspects of the job are completed to the highest standard, and sometimes that requires additional work and materials to meet the needs of the project.
  This brings the total charge to $24,131.27. We are unsure how the figure of $16,000 was derived, as our records show the original charge was $19,796.27. Its possible there was a misunderstanding or error, and we are happy to further review the details with you to ensure everything is accurate.
  We take pride in the quality of our work and always strive to ensure our customers are satisfied with the results. Please feel free to reach out to us directly at *************] if you have any further questions or concerns. We are committed to resolving this issue to your satisfaction.
  Thank you for bringing this to our attention. We look forward to working with you to resolve the matter.
  
  

• Initial Complaint

  Date:03/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In January 2024 Couto construction replaced the roof at ************* the roof has a product called gutter helmet. The gutter helmet was removed but not replaced correctly I called and they corrected all but one area. Called again to correct the problem last Tuesday I was told someone would get back to me as of 18th of March no one has called.When it rains the water is running down the side of the building soon than later the water will find a way into the building and cause damage if it hasnt done that already I just want the gutter helmet installed correctly so I can sleep at night when it rains

  

  Business Response

  Date: 03/28/2024

  
  This response is in regards to the complaint filed by ***************************. We apologize for the issues pertaining to the gutter helmet. We want to get this resolved immediately. We have spoken with our Project Coordinator *******, who spoke with you on 3/27 regarding the area of concern and he received your photos. We want to assure you that we are not running away from the problem and we are committed to resolving the issue. One thing we are not is perfect, but we will always do what is right. A crew is scheduled to go out to your home on Monday at 10 am, weather permitting to inspect the shingles and gutter helmet.
  
  

  Customer Answer

  Date: 03/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 04/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Filed a complaint 2weeks ago complaint #******** Couto construction response was they would be here today 4/1 at 10am crew arrived at 10 but no project manager showed up language barrier prevented us from speaking to each other crew left twenty minutes after arrival No call saying why project mangers did not show up here as stated in their response. 

  

  Business Response

  Date: 04/19/2024

  *****,
  We are committed to getting this issue addressed for you as soon as possible. We apologize for any lack of communication that *** have occurred after our crew visited your home. We had advised that we would send a crew to inspect the shingles and gutter helmet. Our Project Coordinator ******* has been in contact with you about sending a Project Manager to your home this afternoon, 4/19, to inspect the issue and determine a solution. Couto Construction is committed to doing what is right and upholding the core values of our organization.
  
  

  Customer Answer

  Date: 04/22/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Couto has not returned to correct issues Gutters overflowing from gutter helmet was not reinstalled correctly Shingle blew off and never repaired 

  

  Business Response

  Date: 05/23/2024

  Thank you for your response, *****. Couto is and has been committed to getting the issue with the gutter helmet addressed at your home. Our team has verified that one of our Project Managers did visit your home in the timeframe we specified, as we had advised. We have provided GPS screenshots for reference. He was on-site at your home and did speak to you regarding this project. This is the first time it has been brought to our attention that shingles have blown off. We are going to send our Senior Project Manager, ******, who has 20+ years of experience in the industry, to your home to discuss the issues occurring with the gutter helmet and to make any necessary repairs for the shingles you are referencing. Our production department will call you early next week to schedule a time for ****** to be on-site. It is within the integrity of our organization to do what is right, and we are committed to finding you a solution. 

  Customer Answer

  Date: 06/13/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Couto construction keeps answering past complaints but never followers through with what they say ex; we will call next week but next week never comes just want them to pay for the damages gutter helmet needs to be replaced and gutter work Gutter helmet will replace damaged helmet and Couto to pay for the damage 

  

  Business Response

  Date: 06/14/2024

  *****,
  We sincerely apologize on behalf of our team for the lack of communication you have received in regards to scheduling our senior Project Manager to get out to your home. We take full responsibility for this oversight and we are committed to resolving the issue promptly.This is not reflective of the service standards we strive to maintain, and we will reflect internally on this experience for improved efficiency and communication moving forward.
  We are committed to getting this issue resolved as soon as possible. Your son ***** has been in communication with ******, and ****** confirmed he will be on-site at your home on Monday, June 17th.Again, we apologize for the delay in communication and it is our top priority to get the issue with the gutter helmet addressed promptly. 

  Customer Answer

  Date: 06/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:01/11/2024

  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.

  on Oct 10, 2023 for work to be completed by 10/31/2023 as of today 1/9/2024 the problem ( water leaking into my home) is not fixed and water continues to leak into my home causing considerable water damage.I contracted with Couto Construction to locate and repair a leak in my home. A salesman came to my home to determine the origin of the leak. He was 100% sure the leak was coming from my upper deck and leaking into the dining room. After disassembling the deck it turns out and verified by the Couto ********* the deck was fine although this information was not relayed back to the company. The exisitng deck was dissasembled and discarded but the leak continued. The new deck pitch is not correct, as the rain water pools to one corner and not to the drain. Additionally, Couto Construction failed to seal the siding which they had removed without a congtract to do so. RI was hit with a severe rain and wind storm and we got several inches of rain. As a result of this negligence, rain water streamed into my home in a completely different area than the original leak. Resulting in the dining room ceiling and walls and floors getting soaked in a completely different area. Now, the ceiling and wall area needs to be removed for mold remediation. I have had to call the company at least a dozen times to complain about several things, mainly the leak(s) continuing, the dumpster sitting on the sidewalk and buliding materials strewn all over my front yard for weeks, Initially I was lied to three times from the salesman as to the start time. I had to call several times to get them to do what the contract specified. I've asked repeatedly for them to perform what the contract says to perform and after all this time they still aren't done and rain water is STILL coming into my dining room. Creating not only a mold health hazard but also tremendoius stress for me and my family,

  

  Business Response

  Date: 01/19/2024

  This response is in regards to the complaint filed by *********************. Our salesman met with ****** on Tuesday October 3rd, 2023 to discuss a persistent leak that he had. He had multiple contractors come out to do multiple jobs, one being the porch and roof and one being completely re-doing the siding on his side of his condo. Our salesman told ************ that he would come back to conduct a water test. He returned on October 9th and spent 2 1/2 hours flooding different areas of his roof and deck to try to pinpoint where his leak was coming from. He flooded the roof on the deck with a hose and water started to come into his house. The sales representative spent 2 hours doing this water test at no charge in efforts to do what is right for the customer.  Both our salesman and ************ were positive that they had identified the area that was allowing water to penetrate into his house and both had agreed that it seemed to be coming from the flat roof underneath his deck. ************ contracted Couto Construction to repair the leak at his home. 
  
  Upon further assessment conducted by our production team at his home,  it was determined that the leak was not coming from the deck. Our crew took apart the deck and the siding on two separate occasions and conducted another water test to ensure our work was done the right way. When they took the deck apart, it was determined that the roof was in proper working order, which was the scope of work Couto Construction was contracted to do.  
  
  At the time of reassembling the deck, our team realized that the railing brackets could not be re-used and that we would need to work with distribution to track down railing brackets. The railing were reinstalled temporarily until the brackets can be found and replaced, which our team is currently working on with distribution, as the age and availability of the brackets plays a crucial factor.  ************ was going on vacation and didnt want our crew on-site while he was away to finish punch list items while he was gone. 
  
  Our production team has worked tirelessly to find a solution to the leak. Our lead Project Manager was at ************** home on the 12th to conduct the fourth water test with ************ present, and it was then determined that the leak was not from the roof but from the pre-existing door. This was not included in Couto Constructions scope of work. We confirmed with ************ on the 12th that we would reaffirm the findings by conducting an additional water test with him present to additionally substantiate the cause of the leak. Our lead Project Manager returned to meet with ************ again on the 16thonce it was identified the issue with the leak was coming from the door. The hose connections were frozen due to weather, and we notified ************ that we would be in communication on the 19th to reschedule the water test.  
  
  Couto Construction has worked tirelessly to find a resolution for the leak beyond our scope of work and what we were contracted to do, revisiting ************** home several times and having numerous conversations to find him a solution. We are committed to customer satisfaction. One thing we are not is perfect, true character is not defined by what you do when things go right but how you stand behind what is wrong. The issue is a complex issue and we have been exhausting resources to do what is right by ************. Couto Construction stands confidentally that the values of the organization of doing what is right has been held true. 
  
  
  
  

  Customer Answer

  Date: 01/27/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

  My response to Couto Construction response to my original complaint with the BBB. 
  
  Complaint ID:
  ********
  Date Filed:
  1/9/2024
  
  I hired two previous contractors to find and repair the leak in my home (*************************************************************** 02905) without success.  After consultation with the President and VP of the 2 unit condo association, I did some research and hired Couto Construction because of their 5 star on line reputation.  
  

  As stated in Couto's response the whole condo was resided by a prior contractor.  That is false - The upper half of the condo front was resided with cedar shingles not the entire condo.
  
  Couto also states: ************* did not charge to find the leak despite spending time to locate it.  An inaccurate inspection by the way. 
  

  I was not positive about the origin of the leak as Couto describes.  Honestly, I have had my hopes of this issue being resolved dashed two times, previously.  I would say, I was more cautiously optimistic the leak had been identified.  But only to have those hope dashed once more. ************* was positive 100% the water was coming from the deck not me.
   
  After removing old decking (which by the way was only 2 years old) and a
  Couto worker performed a water test on the original rubber roof deck, it did not leak.  Therefore, the original deck and deck roof was not the origin of the leak as ************* was 100% positive!
  
  Furthermore, this "new"  discovery (original deck not leaking)  was never relayed back to the powers to be at Couto. At which point new investigation as to the leak should have begun.  But it wasn't.   
  
  As for the railings which were removed from my deck and stored on my side yard by Couto workers.
  
  Your project manager told me the railing brackets went missing. NOT they could not be reused. Again, a mis-statement of facts.
  
  Guest were staying at my home while I was vacationing and I didn't want anyone working on my property when I'm away.  In fact, no railing on the second floor deck which is 20 feet above ground for over a month and I did not want anyone getting injured.  One Saturday, a Couto sub contractor showed up at my home unannounced to work on the rubber roof of the deck.  His wife helping him climbed up the ladder to the second floor deck in a ankle high dress and sneakers and began working.  She did not speak English and he spoke very little. 
  
  ****** finally found the source of the leak and it was NOT the deck.  It was the pre-existing sliding door as you've correctly said in your response.  Now, the condo association is out over $9,000 and the leak remains and I have another 'new" deck. 
  
  The slider may not have been in your scope of work but it is the source of the leak and ************* was 100% sure it was leaking from the deck.  Couto is supposed to be the experts.  I hired your company to find and fix the leak.  Not replace a perfectly good deck which had been replaced just 2 years ago.  
   
  I have been more than patient with Couto Construction workers, departments and stories from the previous 3 months.  I asked to speak with the owners 3 or 4 times and was told each time, they were on vacation and would return my call.  I never received that call.  On another occasion, I reached the office supervisor and asked  to speak with the owner.   She promised me the owners would be on a conference call with me when they returned from vacation along with the lead project manager and the office supervisor.  The call was done minus the owner.  Another false promise. 
  
  ****** promised me he would find the leak and he did.  Your company has not worked tirelessly because ****** found the problem in half a day.  You did not send a qualified leak detection specialist to investigate as you should have.  Instead, you send a salesman, who sells jobs that don't require leak detection expertise.  Only, after I pounded the table with the state regulatory agency - ** *************** and a self governing body of the BBB did I get any real attention to this horrible mess and gross negligence.  ************************************** intends on pursuing. 
  I realize Couto Construction has many satisfied customers as evidence by the on line reviews.   I truly hoped I was going to be one of them. 
  
  This issue could have been solved expeditiously if the company sent qualified people to inspect the job. Leaks are not replacing something like a roof, door or gutters.  Water intrusion can be hard to find the source.   A qualified leak detection expert should have been sent out originally.  Not relying on a salesman and a homeowners opinion.  Its taken 3 contractors for me to realize this, the hard way.  However, Couto Construction should know this and they did not.  
  
  Unfortunately, it took them 2 1/2 months to get a qualified person to finally make the effort to help.  
  Not for a minute do I believe they put their best resources and effort into solving my problem.  
  Ive attached all text conversations & pictures to support and substantiate my complaint which also has been filed with the ********************************* - ** *************** which is currently being investigated. I have retained all texts and photos to substantiate my claim.
   
  The President and VP of the 2 unit condo association is going to begin an inquiry into this matter.  They want to know the specifics of the contract and what it covers.  They are particularly interested in the negligence aspect to this case and any restitution for work performed but not needed.  
  
  Couto falsely claims to have worked tirelessly for a solution.  As of today 1/26/2024 the origin of the leak has been detected but not fixed and water continues to come into my home.  No plastic tarp over the area leaking, nothing stopping water from entering my home!  Nothing!  
  
   

  

  Business Response

  Date: 02/02/2024

  To whom it may concern,
  
  
  We at Couto Construction want to express our continued commitment to resolving the ongoing issues at **************** residence. Our team has made multiple visits to the property, each time with the aim of taking corrective action and moving closer to a resolution. We acknowledge that this situation has not been straightforward, and we understand that the only way to guarantee a complete absence of leaks would be a comprehensive replacement of all potentially affected structures on that side of the home. This approach stems from the realization that multiple factors are contributing to the problem, necessitating a process of elimination to identify and rectify the source of the leaks.
  
  
  Specifically regarding the deck, it became evident early on that its removal was a necessary step in our investigative process. This was not only the most logical action but also an essential one to address the leak effectively. When it came to the railing brackets that were misplaced, Couto Construction took responsibility by providing new railings that matched the existing ones on the first floor, further demonstrating our commitment to doing what's right for the project and for *************
  
  
  We recognize the frustration and inconvenience this situation has caused, and we share in that frustration. Our dedication to this project is unwavering; we have not, and will not, walk away from our responsibility. The decision to delay the reassembly of the deck was made in agreement with ************, prioritizing the need to ensure the leak was fully addressed before completing the deck reconstruction.
  
  
  Regarding leak detection, we have conducted multiple water tests as part of our thorough process to identify the source of the leak. This has involved a significant investment of time and resources, with numerous professionals from our team involved in the effort. We believe that a constructive meeting with the President and VP of the condo association could be beneficial in discussing a path forward. Such a meeting would allow us to outline the steps taken thus far, the complexities of the situation, and our proposed strategies for resolution.
  
  
  Couto Construction prides itself on standing firm in its values, particularly in challenging situations like this. We believe we have gone above and beyond the original scope of work to address the issue comprehensively. It is essential to set realistic expectations given the complexity of the situation, and we remain open to continued dialogue and cooperation to reach a satisfactory resolution for all parties involved.

  Customer Answer

  Date: 02/13/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  Better Business Bureau: reference to complaint # ********. 
  

  I and my neighbors have witnessed dozens of visits to my home by Couto Construction workers. In fact, more times than me or my neighbors care to remember. Unfortunately, those visits by Couto Construction were unproductive, and it was not until recently, 2 1/2 months after work began, were they able to identify the source of the leak. And to this day, 2/12/2024, the leak has been identified.   Despite Couto removing a 2-year-old decking, rubber roof and new siding, the leak continues!
  Changing the profile from the original ************* to a gutter. (The adjacent condo does not have a gutter. I questioned ***** the 1st project manager about the reason he couldn't use the original floor drain. Contradicting each other, I was informed initially by ***** the salesman, the deck floor drain would be utilized contradicting the first project manager, *****  the floor drain would not be used, a gutter would be installed in its place. 
  The pooling of water on the newly installed deck remains to this day. I was told that in order for the ************* to function properly, I would have to either accept the pooling or pay Couto more money to raise the slider door.  ****** tried to divert the water so it would not pool, but was unable to do so. The rainwater spills over the front of the deck into a gutter.
  This gutter system does not match the other condo because the other condo does not have a gutter. It uses a floor drain, just like my condo did prior to Couto getting involved.
  The drip edge initially installed by Couto Construction was brown not matching the other condo drip edge which is white. When I asked the first project manager, why the difference in color? He told me that was all the warehouse had in stock. Not an acceptable answer by any stretch of the imagination.  After I asked about it again, ****** eventually arrived on the scene and replaced it with the proper white drip edge to match the adjacent condo.
  The Couto salesman was "100% positive." the leak originated from the deck.  Which, we know now, is not true.  Despite being dispatched initially, the salesman is not equipped with the right skills to find a leak.  Furthermore, when a Couto employee disassembled the deck and performed a water test which showed no leak, he neglected to relay this critical information back to Couto Construction.  
  It took several visits from Couto Construction's workers because they initially misdiagnosed the issue and sent unqualified people to diagnose the issue.  All of the extra time, work, and money could have been avoided with an accurate initial diagnosis.
  On several occasions, these workers would Facetime with ******, discussing and pointing out the issue and trying to pinpoint the leak. Only until ****** came out himself was the leak finally detected some 2 months after the initial work began, which should have taken a qualified crew of 2-3 days.
  When Couto workers could not find the leak after replacing the two-year-old deck, and rubber roof, Couto workers stripped brand new shingles from my home at their discretion. I did not give permission, nor did I sign a change order for this extra "exploratory" work. These missing shingles remain to this day (2-12-2024), leaving the exterior of my home exposed to the elements. In conjunction with this external work, my house's corner was left open, unprotected, and vulnerable to rainwater seeping inside. The following day, we had a torrential rainstorm, and rainwater penetrated my house, this time in a totally different location than the source of the first leak.
  ****** retorted that they hadn't anticipated the rain to fall laterally, which is why the gap hadn't been filled. This gap has subsequently been covered by Couto Construction,
  Well, the rain did not come straight down, I live on the water, and the wind swirled, leading to water penetrating my home in the area exposed but not covered by Couto Construction.  The failure to cover the exposed area led to water infiltrating my home, causing paint to bubble, water stains on the ceiling and *************** behind the wall, with the possibility of mold growth.
  I asked ****** about it, and he told me not to worry about mold because it is open and no mold could grow in that area. Is ****** a mold expert? Even after I informed ****** about this potentially dangerous situation, nothing was done. There was no investigation as to whether mold had indeed begun to grow in the new leak area caused by Couto Construction.
  I understand Couto's response to my complaint was written by a lawyer, and while it avoids all of my concerns with broad brushstrokes, it refuses to address the details. Facts tell the story. Couto can spin it any way they want, but they have not produced one piece of evidence that has addressed my issue. Only to say they stand behind their work and are not perfect. A job that should have taken 2-3 days if correctly identified has turned into a 3-month ordeal, and still Couto Construction refuses to provide a solution. So here's my solution:
  a) 100% reimbursement of the previous payments to Couto by the *****************. ************************ totaling $9,000
  b) Compensation for harm done to the walls and ceiling as a result of siding removal without a work order or my consent, leaving the exposed exterior walls uncovered.
  mold treatment, plaster board removal, painting, and reinstallation. $1,500
  c) reimburse the cost to install shingles and remove $1,500
  Total $12,000
  Not taking corrective action at this point is negligence.
  Yes, the workers were here often, and often they were not here. In the end, the leak did not stop. I've had to endure this disaster day in and day out, as this is where I live and work. Couto Workers came frequently I agree but without results.  Couto neglected to account for the added stress of workers in and around my home endlessly. Meanwhile, the leak persist, and no appreciable action has been taken by Couto Construction.
  
  Finding a leak does not mean tearing apart perfectly good building structures one by one to find the leak. It involved finding the leak first and foremost before you start tearing apart the house. The deck and siding did not need to be replaced to identify the leak.
  
  There are not multiple factors contributing to the problem, as Couto Construction has stated. Bad initial diagnosis and neglecting to send competent leak detection personnel on the part of Couto construction, is the problem.  Removing a perfectly good deck and new siding was not necessary to detect the leak.  *****, never discussed the possibility of multiple factors that could potentially contribute to the leak issue.  He was 100% positive the leak was coming from the deck. 
  Furthermore, ****** initially, told me the railing brackets went missing, and now Couto is saying the railing is not usable because of their age and style. Another example of the contradictory communication I've received from Couto Construction.   In addition, the installed railing does not match the lower deck railing or the adjacent condo. Another misstatement of facts in Couto construction response to my complaint. (see photos attached).  A railing is still necessary even though the deck wasn't put together until the leak was discovered. A railing neglected and not installed for a month or so, leaving the upper deck vulnerable to someone falling 20 feet to the deck below. Myself, my two dogs, and house guests were subject to this hazard, fortunately, nobody was hurt.   
  I did, in fact, agree to postpone the assembly of the new deck in order to address the leak. Installing the decking when the leak is still undiscovered is absurd.
  If, as Couto claims, experts were called to my house multiple times, why does the leak still exist, and why did I just get a new deck installed that I didn't need, and my siding removed but not replaced, which I did not agree to?  Is this what Couto calls professional work?
  The first step would have been to launch a comprehensive leak detection process. Rather, it was a salesman performing this water test on my house's roof. 
  No thorough assessment was conducted by Couto Construction until the ********************* DBR regulatory board and the BBB self-governing board received my complaints before any kind of thorough investigation by Couto was attempted.
  Despite Couto claiming a strong commitment to finding a solution, they depart and the leak continues.  Negligence with no effort to install a barrier to stop additional damage. I've since come down with lung issues, and my doctor has yet to determine the cause of my upper and lower respiratory issues.  I've invested considerable time and resources to solve this issue, which has been a huge burden on me and my family.
  I paid $9,000 for a new deck that I didn't need, a gutter that I didn't want or need, and a missing shingles that I never agreed to have removed and are still not installed, but the leak still exists.  
  You can reach out to the ** of ************ ************************** Association, here:
  *************************;
  *****************

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  They replaced ****** in Dec 2022 and **** the salesman guaranteed me this would stop the leak as you can see from my pictures it did not leaked worse is still leaking they keep doing water tests and that is all they have done no effort to fix problem A supervisor told me now I need windows so I told him I spent **** dollars on vinyl and your telling me I need windows I told him I should have been told that when they had the back of the house as the only thing they told me is down the line I MAY NEED WINDOWS now I told them ************* told me different and when I call to speak to one of the owners they tell me they don't know Where They Are will not let me talk to them been dealing with *************************** keeps giving me the run around the Salesman **** refuses to return calls

  

  Business Response

  Date: 11/30/2023

  Dear *******,
  
  We received your message on behalf of the Better Business Bureau regarding your siding repair completed by Couto Construction. We appreciate the opportunity to address your concerns.
  Upon reviewing your complaint filed with the Better Business Bureau (BBB), we conducted a thorough investigation to better understand the issue raised.  Your representative, ****,assessed the leak at the time of visiting your home and recommended a siding repair to resolve the problem. This consisted of removing all siding and installing 3/8s insulation boards behind it, removing the window trim and adding flashing tape around the windows, installing new window trim, flashing and caulking around the windows. They also installed new metal apron flashing to the standing seam roof on the rear sunroom.
  Once we were informed that the issue with the leak was still occurring, our team worked diligently to resolve the problem. Our lead project manager, as well as our crew, has been to your home on multiple occasions. When our lead project manager first went out, he removed the siding and installed new flashing and asked that you notify him if the issue persisted. Once he was informed that the leak was still happening, he went back out again and re-siliconed the windows. When this did not resolve the issue, he returned to the home and covered the windows to conduct a water test. At that point, he was able to determine that the best course of action was new windows to prevent the leak.
  Our Couto team is committed to your satisfaction. When you purchase the windows from our supplier, we will not charge for the labor to install them.Our sales manager has been in contact with you to determine what windows you would like at your home so we can resolve this issue for you as efficiently as possible.  Once you confirm the windows, our team will work to resolve this matter promptly. 

  Customer Answer

  Date: 11/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:11/12/2023

  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.

  Transaction date: 10/08/2023 work started 10-20-2023 I requested to start Monday 10-13-23 as rain was moving in. I was ignored against my wishes work started early and when rain started work was not completed in rain. The work crew using ******************* shorted out 2 of my outside outlets. Maintenance free fascia on front & rear roof and West side not completed I made numerous trips to the contractor each time being promised by 3-4 members of their staff never arrived or contacted @ my home. Each time I called put on hold & heard advertised 6 months interest free my ******** were offered only 3 months. Electrice pole on roof not sealed properly to code. Workers never re-attached my antenna pole to house & when I was on ladder replacing the gutter guards thrown out by workers I grabbed the pole as usual when I checked gutters I almost fell backwards. I am 72 years old ******* Veteran & explained to Salesman prior to looking @ contract the reason I required maintenance free work I cannot climb ladders and do the work our new insurance company Required. Requesting Billing adjustment to pay my electric al contractor and gutter guards & attaching my antenna pole to house, finishing all fascia left. I have original quote from another contractor for$ ***** and did not select due to pricing for the same work prior to this selection of this hired contractor because of our trust the work would be exactly what we as customers Requested.

  

  Business Response

  Date: 11/13/2023

  Dear *****,
  We are writing in response to the complaint you filed with the Better Business Bureau regarding your experience with Couto Construction. We value your feedback and want to address your concerns.
  
  Your contract was signed on 10/8/23. From there, our team worked quickly and efficiently through our internal contract processes to get your project ready for installation and on the production schedule. Our team reached out to you and left you a voicemail to confirm your contract on 10/16/23, and then again on 10/17/23 so we could confirm all of the project details with you and get you on the schedule as quickly as possible. Once our team confirmed the contract with you, we were able to begin your project within the same week.
  
  Our team needed to utilize an outlet to complete the scope of work and when our team plugged into the outlet, it blew the socket. Couto Construction cannot be held liable for pre-existing issues. We, as per contract, require an outlet to rig in required tools. We apologize that this occurred but as stated in our contract, this is an unforeseen circumstance that Couto Construction is not liable for. The project manager assigned to your project did explain this to you.
  
  Our team completed all of the work that was outlined in the scope of work on your contract, and did reattach the antenna pole to your house. Our crew even went above and beyond by opening up an additional section of the roof that was not part of the scope and providing three additional squares of roofing at no charge. Our salesman outlined the scope of work with you as stated on your contract and Couto Construction has completed the scope of work that was contracted. Gutter guards were not included in your contract.
  
  At Couto Construction, we stand behind doing what is right and, in this instance, we have completed the scope of work that we said we would complete. We apologize for the issue with your outlet but are not liable for what has occurred. We also were not contracted to do work on your gutter guards; thus, this was not completed during your project.  Were available to discuss this further or answer any additional questions at ************.

  Customer Answer

  Date: 11/14/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 11/16/2023

  Couto: Your contract was signed on 10/8/23:
  *******: My contract only had 2 pictures of my home back-North side I contacted **************** manager who showed all Pictures ********************* never sent showing ***** highlighted areas to complete. Also, ***** offered us only 3 months when your advertisement broadcasted 6 months interest free.
  Couto: ******************, your financing plan is 3 months same as cash, with no interest and no payment that then rolls over into standard financing. This is different than our six-month financing same as cash option, where full payment is due within or at six months.
  *****************************************************
  Couto: Our team reached out to you and left you a voicemail to confirm your contract on 10/16/23, and then again on 10/17/23 so we could confirm all of the project details with you and get you on the schedule as quickly as possible.
   *******: I called ******* Production Assistant after delivery of their dumpster to Reschedule from Friday 10-20-2023 to Monday 10-23-2023 since rain was forecasted for Friday I again was completely ignored, and your workers worked in pouring rain to complete leaving shortcuts revealed in my Photos.
  
  Couto: ******************, wanting to reschedule a job after dumpster and scheduling is set requires having to move other customers who are already scheduled to have their project begin. Construction scheduling is quite complex, and it is difficult to accommodate everyones schedule.
  ********************************************************************************************************
  Couto: gutter guards; this was not completed during your project. *******: ******************** threw out my original plastic gutter guards I purchased new Aluminum guards form Lowes along with Brackets to Re-Attach my antenna pole to House your workers left un-attached which I grabbed while installing my missing gutter guards & almost fell backwards on my ladder.
  Couto: Per page six of our contract, we cannot assume responsibility for the re-installation of such products, as these gutter guards that are plastic become brittle and weak. We cannot assume responsibility for such items with sun damage.
  **********************************************************************************
  Your contract was signed on 10/8/23. *******: ************* ********************* prior to signing was questioned by me that all fascia will be completed and Maintenance Free as I cannot climb to paint any exposed ******************* assured me there will be enough material to do this. I am not a roofing expert but @ the time I did not know the difference in Trim fascia & the term Soffit trim
  Couto: Sir, we apologize for any confusion. Our pricing strategy is by linear foot of product and you were not charged for any soffit work. Should you decide that you would like that work completed, we can give you the price to do so.
  ***********************************************************************************
  
  Couto: Our team completed all of the work that was outlined in the scope of work on your contract and did reattach the antenna pole to your house.
  *******: I personally contacted your Team from ***** Couto, ***** sales manager, **** project coordinator assistant in person with all my project shortcomings numerous times in person yet you folks never returned to my house to Inspect your workonly **** showed up to my house and seemed generally interested he even accepted my purchase slips from Lowes for the gutter guards and Antenna pole Brackets yet you folks never followed up and even offered to pay this minuscule sum

  Customer Answer

  Date: 11/18/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:06/12/2023

  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.

  Didnt match at all. At least three shades lighter then roof

  

  Business Response

  Date: 06/13/2023

  Dear *****,
  We are writing in response to the complaint you filed with the Better Business Bureau regarding your experience with Couto Construction. We value your feedback and want to address your concerns.
  At the time of the original visit done at your home regarding the ridge vent and caps for your roof, our sales representative gave his professional opinion and recommended the color Onyx Black to best match your roof. After reviewing the colors presented to you, you selected Estate Gray, which has been signed for by you on your contract agreement. 
  After installation, our production team received a phone call from you that you were unsatisfied with the color match of the roof repairs. Customer satisfaction is important to us at Couto, and although you selected a different color at the time of signing your contract, we want our customers to be completely satisfied with the finished product. We told you that we would void the $750 set up fee and told you we would only charge for the color upgrade to the color of your choosing.
  Our team wanted to ensure the color match was to your liking, so we dropped off samples in a few different colors so you could make your selection. Our sales representative and production team went above and beyond to make accommodations, even looking at different brands of product so you would have several options. 
  You have since spoken with our production manager and owner of Couto Construction, who agreed to re-do the ridge vent and caps in the color onyx black at no charge to you. Our team has only collected an initial deposit and has not received payment yet for this project. We have been accommodating in finding  you a solution that works best for your home.
  At Couto Construction, the satisfaction of our customers is of the utmost importance to us. We will always do what is right, and in this case, we listened to your concerns and made an exception in providing you with a new solution at no charge to you. Our team has worked tirelessly and diligently to provide you with a solution you are happy with, and we stand behind providing an excellent experience for all of our customers.