ComplaintsforGuy Roofing, Inc.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I spoke to this company and was on a video call with Austin, their sales rep (who said he would lead my project, but as far as I know that has not happened), during the video call he showed me rotted facia boards on my roof (between roof levels, maybe 5" tall), in the contract I was told all Roofing materials would be removed and disposed of to prepare for the new roofing system. This would have included the rotted facia. The contract was signed April 9, 2024. The check was written and sent (I was abroad in Europe where I moved for school, but this concerns my house in the US). The check was send in May and arrived by the end of May and was cash by Guy Roofing immediately. The roof was done (with some defects, but I hold out that they will fix this, a dent by the chimney and some buckled shingles) in June, but the fascia was not replaced. I asked about it because the gutters were not there either. I was told the fascia and gutters would be done later. Then a series of appointments were blown off with no updates to me that they were cancelling in me. I have asked repeatedly for communication and they have failed. Today the gutter team finally came after two open customer service claims (and two missed scheduled appointments), and I am being told they do not intend to fix the fascia which was a key part of the roof replacement from the beginning. I am hoping the company will right these errors, but they have been dragging out the process and not finishing the job. I can provide photos and video if needed as well (they don't seem to be uploading to the BBB website). Please help me resolve this issue, the company has been horrible to deal with.

  

  Business response

  08/29/2024

   

  ********

  Thank you for sharing your concerns with us. Regarding the fascia, the original contract specified work related to the eaves connected to gutter replacement. We understand there may have been some confusion about the scope, particularly concerning the fascia between the roof slopes. This area typically falls under siding work rather than roofing.
  

  Our team has worked diligently to address the concerns you raised, including sending a team to look into the roof dips, which we understand you were pleased with. While the additional fascia work was not part of the original contract, we were in the process of arranging for our siding team to address these areas to ensure your satisfaction. Unfortunately, before we could finalize these arrangements, the complaint was filed. 

  Customer response

  08/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint in the slightest. 
  
  The business complains that I asked for help from BBB and did not give them enough time to resolve the issue (this is untrue, I have been pressuring them for communication and actually doing their job after multiple no call, no show appointments, the company should have been more involved in job satisfaction weeks earlier, but they were not).

  This was after they started to act like the damage they did to the roof fascia and the rotted roof fascia they are claiming is not part of the roof may somehow be outside of the contract (again the contract stipulated they would remove all old roofing material, which includes the rotted boards, if they were "only doing shingles" that should have be specified and was not. 

  BBB was only contacted after two no call no show appointments as well as a third where I have recieved no confirmation, photos or any information regarding the repairs to the dent by the shimney or the bucked shingles. 

  Everyone had been polite over the phone but the job continued to not be done, as my time in my house ran out, I was still chasing down the roof company to finish the job, which was started in June. They have been horrible with communication and this is no different. 

  After contacting BBB, which I did with no other option, I have recieved wall-of-text defensive messages telling me what "would have been done" if I hadn't sought help with BBB. As if I am being punished now for asking for help. 

  It should not be a list of "would haves", but rather what they will do to finish the job. 

  I continue to wait for the job to be completed and the rotted roof fascia to be removed and replaced, by new fascia, flashing, I do not care what, but it needs to be finished. And the fascia they ripped a hole in, either remove and replace, or repair satisfactorily. 
  
  ******* *****

  

  Business response

  09/13/2024

  We appreciate your response and want to assure you that our goal remains to complete the project to your satisfaction. Our records indicate that we have been in consistent communication and working to address your concerns. The fascia boards you are referencing were not included in the original scope of work, as the contract focused specifically on the roof and shingles. However, in an effort to go above and beyond, we had already made plans to address the fascia boards as a courtesy, despite them not being part of the agreed contract.
  It’s important to clarify that the timing of the BBB complaint has shifted the process into a more formal mode of communication, which is why we've been instructed to handle all future communications through the BBB platform. This is not a form of punishment, but a necessary step to ensure transparency and to show that we are honoring the terms of the agreement. 

  Customer response

  09/19/2024

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********* I disagree with some of what is written regarding to consistency in communication and their response when I felt I had no other options but to seek help with BBB, but one woman, Paula, in their office reached out personally and promised to correct this situation.  She set up an appointment to finish the work, and just now sent me photos of it completed.  I followed up about the broken or buckled shingle (I have attempted to include a photo 5.2mb, but the website is not processing it), but it is likely a small issue I can solve myself.  The main issue, communication, showing up to the job, and fixing the rotted fascia boards have been resolved. I am relieved.  Thank you to Paula, and yourselves for all of the help.
  
  Regards, 
  
  ******* ***** 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called Guy's Roofing several times to see if I should pay the invoice that was sent. I was told numerous times to not pay until all claim payments were in from **********. However, they continue to send me collection texts that I am overdue and they will start collection activities. They invoice me for $3,389.87. However, Rebecca told me that ********** would most likely pay them for the supplemental charges and most of the invoice so I should wait before making payment. It made sense to me so they are not paid twice. I was also told the supplements would be removed from the bill if ********** did not pay it so they were fully aware my bill should not be $3,389.87. ********** informed me August 2, 2024 that they have made additional payments towards this invoice. I have not heard a word from **********. Yet, they sent me another collections text knowing they are receiving additional payments from ********** for the $3, 389.87. I sent them an email on August 1 and I heard nothing. So I sent another email on August 2, 2024. It is hard for me to believe they are a preferred vendor with **********. That is why I chose them but their billing practices lead me to believe they are deceitful. Regarding the invoice: The total amount was $21,694.17, which includes $21,114.24 plus a $579.93 code upgrade. I have already sent a check for $19,192.97, leaving a balance of $2,501.20. This is the only amount I ever owed them. At this point, it is not clear that they did not receive this amount as well from **********. I . Their customer service has been unsatisfactory, and when emailed with a problem- they do not seem to be able to respond, but they are quick to send collection texts. Unprofessional to say the least. I want a clear invoice on what they received from ********** or expect to receive and a clear invoice with my balance. I have been asking for that for months so if you could get that it would be great!

  

  Business response

  08/12/2024

  Upon reviewing your account, our records indicate that you were informed to pay the initial invoice amount minus the additional  applicable amounts approved by insurance co , which would be adjusted once approved by your insurance carrier. 
  It appears there was a miscommunication regarding this process. We regret that your email on August 1st went to our spam folder and was not addressed promptly. However, we did receive your follow-up email on August 2nd and began addressing your concerns as soon as we received That email. 
  We have revised your invoice to reflect the amounts approved by your insurance company and we have sent this updated invoice has been previously sent to you.  We have also attempted to reach you by phone to discuss and clarify the situation further.
  We strive to provide clear communication and excellent service to all our customers. Please contact us at your earliest convenience to discuss any further concerns and ensure all matters are resolved to your satisfaction.
  

• Initial Complaint

  03/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On January 15, 2024 I entered agreement with Guy Roofing for roof replacement. The following was discussed with 3 separate employees prior to job starting. No debris in back yard period on turf, landscape lighting be protected, no destruction to property old shingles would go into a trash bin. None of this happened (see pics) so resulted in damages. I was offered 100.00 and declined, I agreed to 250.00 to replace downspout and light and this was credited to my bill. Guy Roofing aired commercial on durning **** * for credit of 250.00 this aired for several weeks. When I asked why my credit was not applied for this I was told it wasn’t during my roofing. This is not true. I was then charged (see attached) for a roofing permit that was never displayed on my property until 3 days after they claim roof was completed it was not on site the 2 days they were on site. It was taped to my front door on the third day when the company stated they were finished. After many hostile texts/emails about 250.00 they agreed deduct from my bill if I signed a waiver to VOID warranty of my roof and NOT TO DISCUSS WITH ANYONE ABOUT THIS (see attached) I am receiving threatening letters of demand of payment of 250.00. They were paid the correct amount of $21,071.08 and check cleared 2-28-2024. What they are demanding I due is illegal. This is coercion which falls under blackmail! They are wording as pain and suffering in their mail to try and make me sign this document to let them off the hook for my warranty protection! I have caught them in lie for charging me for replaced wood on roof as you can see in pic! They credited me this back when I caught this on their billing for roof. This is illegal to try and make someone sign a document not telling anyone of your wrongdoing in business or you will sue me for 250.00 that they say I owe them! Please help, I am getting threatening emails daily and as you can see in pics. I was being very generous with the damages they caused here replaced.

  

  Business response

  03/20/2024

  We sincerely apologize for any inconvenience you experienced during the roof replacement process with Guy Roofing. As you are aware, we made several attempts to address your concerns and find a resolution. In acknowledgment of your frustrations, we offered a $500 credit to your account. However, a release waiver is standard protocol for credits exceeding $350, and you were not willing to sign the waiver to receive credits.

  We value you as a Guy Roofing customer and regret that our attempts to rectify the situation didn’t meet your expectations. 

  Customer response

  03/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  First, the company did not offer me 500.00 for my frustration! I filed claims for downspout damage as well as landscape lighting damage which totaled 250.00. 
  

  Second, I was over charged by 150.00 for material not used on my roof. When I brought this to their attention this was credited back toward balance. 
  

  Third, their commercial clearly stated you would be given a 250.00 discount on any roofing, siding etc. This is where the issue is. They are wanting me to sign a waiver for the above 250.00! This was not disclosed on tv commercial or by any of the company representatives that a release waiver would need to be signed. The 250.00 is not “frustration” credit, it is a promotion that clearly has false advertising. The company is wanting to word this in as “frustration” credit in order to benefit them in some way obviously or why would this be a big deal to them when it was broadcast on television. I should not be demanded to sign a waiver due to their internal protocol. And why choose  to use verbiage that is untrue! Why not state exactly what the 250.00 credit is actually for?? I have other damages on  window seal  and 2 skylights that have been damaged. I will be filing claims on these. 

  
  Regards,
  
  ****** ******

  

  Business response

  04/04/2024

  We have made significant efforts to reach a resolution in this matter. While you were not eligible for the $250 promotion, we have offered a $500 credit to cover damages to your yard and to address any frustrations you may have experienced. However, in order to proceed with issuing this credit, we require a signed release from you.
  
  Regarding the skylights, our inspection did not reveal any damage; they simply require cleaning. Similarly, the artificial turf was not damaged during the roof replacement process, as we followed industry standards to minimize any potential impact on your property.
  
  Regarding the fascia metal, it was damaged during the removal of the shingles due to previous sealing by another contractor or the original roofer. We took responsibility for this and replaced the damaged areas at no additional cost to you.
  
  As for the window damage, it was not reported promptly, and it is difficult to ascertain whether it occurred during our installation or was pre-existing. We urge customers to notify us immediately of any such issues to address them promptly.
  
  Throughout this process, we have endeavored to respond to your concerns in a timely and professional manner. We believe we have thoroughly explained our actions and have addressed all outstanding concerns.
  
  We consider this matter resolved and kindly request that you sign the release to proceed with issuing the credit. If you choose not to sign, we ask that you settle your outstanding balance.
  
  

• Initial Complaint

  11/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was guaranteed they would not work on or right next to my newly resurfaced walkway and driveway and the Christmas decorations would not be an issue. When I returned home from surgery, I found the non-English speaking crew camp down on my front yard all the Christmas decorations were partially torn down, and some of them were destroyed and missing. The walkway and driveway had severe damage and scratches to it. I gave them a an itemized list of missing, damaged, and repair items list, and in return I was given a bill that was twice the price I was given. Never heard back on either issue.

  Customer response

  11/21/2023

  The crew that was here, was not supervised with an English speaking interpreter and they was NO way to tell them about the damages and what NOT to trample over. Guy Roofing came to talk to me, but they mostly told me I was trying to pull a fast one over them and then left.

  Customer response

  11/28/2023

  Shingles are bowing up and are not flush with roof. Damages

  

  Business response

  11/28/2023

  We appreciate the opportunity to address Mr. ******* *********'s concerns. Our records indicate that we have already responded and communicated with the customer regarding the issues raised.
  While we acknowledge Mr. **********s concerns, we dispute the allegations and have provided evidence to support our position. Our team remains committed to resolving any remaining issues.

  Customer response

  11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Regards.

  Guy Roofing has repletely told me that they will NOT speak or correct what they did to my property, poor workmanship, and incorrect shingles put onto my roof.
  
  ******* *********

  

  Business response

  12/06/2023

  I left just left you a voicemail, I could not get the pictures to attached with the email supporting the pictures in your website in order to reply.

   

  In regard to Mr. *********’s complaint ID ********, please find attached supporting documentation for the allegations against Guy Roofing:

   

  • Matching shingle color on entire roof
  • Christmas decorations that were back up the day after the roof replacement with no damage or missing decorations
  • Protected driveway and sidewalk during tear off and installation.
  • Itemized bill for $1,996.08 that Mr. ********* prepared the same evening as the installation after being in the hospital all day for his surgery that matched his deductible.

   

  We appreciate the opportunity to resolve this matter. Please let us know if there is any additional information needed.

   

  Customer response

  12/06/2023

  Better Business Bureau:
  Guy Roofing is not being truthful. They have NOT tried to resolve this issue. They will NOT speak to me because they said I filed a complaint with the BBB. Please request phone log information on when they claim to call and resolve this issue. They will tell you NO, because they NEVER tried.

  I cannot get them to resolve this issue because they know what they did wrong and will not correct it. They are worried that this will get out, and most likely get caught that they did this to other customers.

  I have attached a letter from ***** ******* stating that the shingles could not be matched to what they were supposed to put on and that the shingle issue is an installer issue.

  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  Regards,
  
  ******* *********

*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. ↩