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:01/09/2025

  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.

  I am writing to formally lodge a complaint against Gateway General Contractors regarding substandard roofing work performed on my home. Despite multiple attempts to address persistent leak above my front door and above my garage door, the contractor has failed to resolve the issue, which has caused significant inconvenience and concern. The roofing work was completed based on the insurance companys estimate. However, shortly after the completion of the project, I observed a significant leak above my front door and above my garage door during rain, which persists to this day. I have made numerous attempts to resolve the issue directly with the contractor, including emails and photo documentation of the problem, but their response has been unsatisfactory. Most recently, following a snowstorm 1/9/2025, the contractor responded to my concerns by claiming that the issue is normal and unrelated to their work. However, the leak is clearly causing damage to the structure, and I have provided ample photographic evidence demonstrating the recurring issue.Attempts to Resolve the Issue:- I contacted Gateway General Contractors immediately after noticing the leak and requested a repair. The contractor made repairs, but the issue was not resolved.- I sent a follow-up email detailing the persistent problem and requesting further action.The contractor has since claimed that the issue is structural and outside the scope of their work, refusing to provide a permanent resolution.Supporting Evidence:Photographs of the leak and resulting damage.Copies of email exchanges with the contractor.Invoice and proof of full payment for the roofing work.Desired Resolution:I am seeking the following:- A thorough inspection by a qualified professional to determine the root cause of the issue.- A permanent repair to the leak at no additional cost to me.- Reimbursement for any further damages caused by the persistent leak.

  

  Business Response

  Date: 01/27/2025

  This is not a leak. This is ice forming down the exterior of his house. This is from his brick being porous brick. This issue is not caused by any work Gateway General Contractors has done on this property. 

  Customer Answer

  Date: 01/28/2025

  Complaint: 22791744
  
  I have reviewed the business' response and am rejecting it because:
  
  Dear BBB Representative,
  Thank you for providing an opportunity to address my complaint regarding Gateway General Contractors and their handling of persistent leak issues at my property located at ******************************************************************. Since reporting leaks above the garage door and front door in July 2024, the issue has remained unresolved despite multiple repair attempts by Gateway General Contractors. These attempts involved applying caulking, which has proven to be an inadequate solution. As a result, the leaks have caused visible water damage to the exterior brickwork, staining, and potential structural deterioration. Additionally, internal damages remain a concern but have not been inspected.

  
  Concerns About the Businesss Response:
  Failure to Conduct a Thorough Inspection:
  Gateway General Contractors recently stated that the issue is caused by porous brick and unrelated to their work. However, this conclusion was reached without conducting a proper on-site inspection or providing a written evaluation. A thorough inspection is critical to accurately identify the root cause and determine responsibility. Their failure to do so raises concerns about their commitment to resolving the issue professionally.

  
  Ignored Commitment to **************************************** previously assured me that if they discovered anything wrong or identified issues during their work, they would contact my insurance company and file a supplemental claim. To date, they have failed to follow through on this commitment, leaving me to bear the burden of unresolved property damage.

  
  Warranty Documentation Still Missing:
  Gateway General Contractors has repeatedly assured me that their work is covered under warranty. However, despite multiple requests since the projects completion, they have failed to provide the warranty documentation for the roof, siding, and gutters. This lack of transparency raises concerns about the validity of their warranty claims and their willingness to honor their obligations.

  
  Unprofessional and Dismissive Communication:
  In an email response from ****, the president of Gateway General Contractors, I was told:
  *******. this is a leak around your gutter. This is normal on every house in *******. We were hired to do what the insurance estimate called for. As the insurance company gives the orders. And we did exactly that. The cap at the end of the gutter will never be flush because you currently have stone there.Please do not send me or my office threatening emails regarding something that is a structural issue and has nothing to do with your roof installation. This response is unprofessional, dismissive, and entirely inappropriate for a business-owner addressing a clients legitimate concerns. Rather than offering solutions or acknowledging the need for further investigation, Joshs tone suggests a complete disregard for the issue and my experience as a homeowner. I am not making threats but am simply requesting the professional resolution of an issue that remains unresolved following their work. I expect Gateway General Contractors to stand by their craftsmanship and assist in addressing client concerns, whether through repairs or guidance on what adjustments are necessary.

  
  Property Damage and Ongoing Frustration:
  The leaks have caused significant visible damage to the exterior brickwork,with suspected internal damage that remains unconfirmed. Despite multiple repair attempts, the issue persists, resulting in unnecessary frustration and inconvenience. It is unreasonable that such an issuereported as early as July 2024remains unresolved.
  
  Reasonable Expectations:
  It is my expectation that Gateway General Contractors:
  (1) Honor their commitments to provide professional services, including warranty coverage.
  (2) Conduct a thorough on-site inspection to identify and address the root cause of the leaks.
  (3) Communicate clearly and follow through on their promises to contact my insurance company and file a supplemental claim if necessary.
  The time I have spent addressing this problem, combined with the delays in resolution, has been both disruptive and frustrating. I request that the company take responsibility for these delays and ensure a proactive approach moving forward.
  
  My Request for Resolution:
  (1) Thorough Inspection:
  I request a comprehensive on-site inspection to determine the root cause of the leaks and assess the extent of both internal and external damage caused by this issue.
  (2) Permanent Repairs:
  I expect a detailed repair plan and timeline to resolve the leaks permanently and address all related damages.
  (3) Written Explanation:
  A written explanation of the findings, recommended actions, and preventative measures to avoid similar issues in the future.
  
  Warranty Documentation:
  Immediate delivery of the warranty documentation for the roof, siding, and gutters as promised. This documentation is essential for my records and any potential future claims.
  Please send this information electronically to ***************** or mail it to my address:
  ********************************************
  
  Communication with Insurance:
  I request that Gateway General Contractors honor their earlier commitment to contact my insurance company and file a supplemental claim if necessary to address any additional damages caused by this unresolved issue.
  
  Why This Matter Should Be Resolved Promptly:
  This matter should have been resolved during installation or immediately after I first reported it in July 2024. Instead, I have experienced delays, failed communication, and inadequate repairs, all of which have resulted in ongoing property damage and unnecessary frustration. The failure to honor warranty obligations, and the lack of proper inspections reflect poorly on Gateway General Contractors professionalism. I urge the company to fulfill its obligations and uphold the standards expected of a reputable contractor.
  
  Thank you again for your attention to this matter. Please confirm receipt of this letter and provide a proposed timeline for the inspection, repairs, and warranty delivery. I look forward to seeing this issue resolved promptly.
  
  Sincerely,
  ******* ******
  
  
  

  Customer Answer

  Date: 03/19/2025

  03/14/2025 AB: Called the consumer and left a message for the consumer.

  03/19/2025 AB: Called consumer and left a vm. 

  03/31/2025 AB:  Called consumer left a vm, and will send a email to schedule a date and time to speak. 

  04/07/2025 AB:  Email was sent today to consumer to set up a date and time will give until 04/11/2025. 

  

  Business Response

  Date: 04/07/2025

  04/07/2025 AB:  Called business and spoke to ***** and left a message for the complaint handler to get in contact with me. 

• Initial Complaint

  Date:03/25/2024

  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 gateway general contractors to complete hail damage work on our property. They let us know that they would meet with our insurance adjuster in hopes that they could get everything covered for us. They told us great news. We were able to get everything covered and we will get everything taken care of for you. However, that was not the case it took six months for them to complete the job which still remains not complete. They finished half a job and let us know that that is all that they were hired to do and the remaining work on the house would need to be done through another company. However, they are requesting the entire amount on our insurance check. They were in direct contact with us an insurance adjuster so they knew the amount that was given for the entire job and told us that they would be able to complete that with the amount that was given. We are left with a damaged facia zero drip edge around the entire roof. We also have damage to the garage wrap that they installed and had damage to our driveway when they delivered materials which they did repair the driveway. They are now suing us for the entire amount of the check, knowing that part of that was her personal property and for the remaining items on the scope of work from the insurance. We requested for him to complete the work, which he refused. Our insurance company also requested for him to complete the work which he refused. At this point, I do not feel comfortable with him, completing the work. We have paid him a total of $3000.

  

  Business Response

  Date: 03/25/2024

  Good afternoon, i would love to respond to this complaint so the right and correct information can be provided to the BBB as we are a A+ rated business.  The project did not *********** months because of Gateway General Contractors. The project took 6 months to start because the customers mortgage company did not release all the funds for the 1st check per our contract. So, Gateway General Contractors eventually said will do the work for what the mortgage company has released which is $3,000. And this is all we have collected so far. Keep in mind their 1st payment of $12,158 was due on the roof delivery day and this is also what the insurance company sent them. We did comminated 48 hours ahead of that the roof was being delivered and what day only to be told they had only $3,000 day of delivery.  Next The customer did not want to do certain trades of their insurance scope of work, so they opted out of these trades. Such as fascia, garage wrap (which we did for free), deck staining and finishing, and vinyl fence gate. They customer has kept these funds and our contract reflects that with the insurance scope of work. Next drip edge is bent into their metal on their fascia, so drip edge is not installed as its the 1" overhang under the shingles that's bent into the fascia currently. So im confused by the drip edge being in the complaint. We have offered to do the fascia for free so we could collect the final payment and we where shut down with hostility, as well as the insurance company and mortgage company both inspected this property to release the additional fund of their final payment. 

   

  I would like to add several things as well. Insurance paid out: Roof $10,431.69 Gutters and downspout: $1,921.48 for a total of : $12,353.17

  Gateways contract is for Roof and Gutters for $12,267 (which we have in writing with homeowners signature).

  This shows we are actually $86.17 under their insurance estimate for these items.

   

  Next: Insurance paid out $14,768.24 for dwelling items (Roof, Gutters, Downspouts, Fascia, Garage Wrap, Deck and Fence). This shows with our contract being $12,267 that these homeowners have opted out of these trades and currently have the money for them. 

   

  Finally: Homeowner has also committed check fraud. **************** had released the final payment to me and the homeowner with my personal name on it. I met him at the bank to sign off on it. Then the bank told us there is a 5 day hold on it, just to find out they blocked my phone number and i had to communicate with them on fb to get a response.

  Keep in mind we did all the work per the contract the homeowner signed and did not collect no money over what insurance has paid out, in fact less moneys. And we did it all for $3,000, even when $12,158 was supposed to be paid on the day of the roof delivery on the 1st check.  We still installed the roof, and did the gutters, and did the garage wrap for free to try to make a happy customer. 

   

  All of these information is in writing and we have contracts and emails to prove all of this as well. At the end of the day we strive to always make a happy customer. So thank you for letting us respnd to this complaint that is false and not a reputation of what actually occurred. 

   

   

  Customer Answer

  Date: 03/26/2024

  We have supporting documents that will prove that what he is saying is not true. I have multiple text messages to the original salesman asking them if they forgot about us or if they were ever going to return to do the job. I was told multiple times that the reason why it was taking so long is because certain things were out of stock. The salesman then got angry with me for asking over and over again when they were going to complete the job so he gave me the owners number and said have him deal with it. **** the owner then assigned us a new salesman, which would be our point of contact, that salesman was later fired leaving us with no one to be in contact with at all in regards to the job except for **** . **** would rarely answer the phone, and when he did, he was unwilling to work with us. When I brought up the items that were not complete, he then replied with its funny how youre bringing up items that are not complete when it comes time to paying me. We are not professionals, and we trusted you to do the right thing, and to do exactly what you told us that you were going to do. not to mention the work that was done looks horrible. You were causing havoc on our lives, and weve had nothing but turmoil since we started doing business with you now you are dragging us through court, knowing that you are the one that lied from the beginning why would we decide not to have these things done knowing that insurance will not cover it in the future. If we dont get it done, it is very visible on the front of our house and looks horrible. We worked very hard to have this home, and we take value in the way that it looks.  I believe that we were taken advantage of because we were first time homebuyers and had never had work done on our home. We  were not knowledgeable so they thought that they could take advantage of us in hopes that we would not notice the work not complete. I have text messages from the salesman stating that they were going to fix everything that the insurance adjuster said they were going to cover. The job is not delayed six months because of our mortgage company. I have text messages to prove that I continuously was asking when the job was going to be done and when they were going to deliver materials and they just kept telling me that things were on back order. The insurance company sent us a check that was made out to our mortgage company. We sent  it to our mortgage company and the mortgage company would not release the funds until the work was done which is standard protocol. Our mortgage company then had to have us reach out to this company several times to request supporting documents that they failed to provide and thats why there was a further delay. He keeps saying that we got three checks. We never got three checks. We only got two. The first check was for $3000 which he got. The second check was for 9600. And 1700 of that 9600 was personal property. He was supposed to be giving us our money back on the garage wrap because of how bad it looked and it was damaged. **** said he would rather refund us than redo the work that it would be easier for him. I was shocked that he would rather just refund my money, then come back and do the work the right way. He continuously says that he is not charging us for the garage..but it shows in the supporting documents in a lawsuit that he is charging us for  that item. There is no drip edge around our entire house and he is charging us for it.  My facia on the house needs to be replaced around the entire house and they knew that. So because we caught him in his scan, he is now suing us, because we refused to pay for things that were not done. And what world do you pay for things that were never done.