Complaints
This profile includes complaints for Crosby Roofing and Gutters's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Initial Complaint
Date:09/30/2024
Type: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.
Service: Gutter Installation Completion Date: 04/04/2024 Transaction Amount: $1657.32 Issue: House front-entrance walkway is sloped towards doorway. Downspout was installed facing that slope causing water to funnel and settle into doorway and foundation. After several communication attempts, many of which were ignored, over the course of 3 months, C***** refuses to correct their mistake. Instead, C***** has offered to charge for "additional work".
Business Response
Date: 10/15/2024
Sorry for the delay. We have been very busy with leads because of Hurricane Helene.
Here is a thread of emails between Mr. C***** and Mr. *******.
9/26/24
Collen C*****
9/26/24 3:46 PM
Subject: Gutter Adjustments
To: **************************************************
Dear Mr. *******,
I hope this message finds you well.
Garrett will be reaching out to you shortly regarding an estimate for the installation of an additional downspout, and I’ve asked him to CC me so I can stay informed throughout the process.
As we discussed during our visit, the puddling on the sidewalk is not related to the gutters, but rather to the slope of the landscaping. While I’m happy to provide the option of adding a downspout to help redirect the water, please note that this would be an additional charge, as we previously discussed.
To clarify, no reimbursement will be issued as the gutters we installed are functioning as intended, successfully directing water from the roof to the ground. However, the water’s movement away from the house is influenced by the landscaping, which is beyond the scope of the gutter installation.
Please feel free to reach out with any questions.
Customer contact information:
******** *******
Collen C*****
President, C***** Roofing and Seamless Gutters
803-***-****
**** ******* **** ********* SC *****
9/26/24
***********************
9/26/24 4:00 PM
Subject: Re: Gutter Adjustments
To: ******************************************************************************************************
Mr. C*****,
Thank you for your reply. Please allow me to remind you of our
conversation. This was not to be a new installation but rather a "move".
The gutter should not have been placed in its current location but rather
in the front of the house where it runs downhill naturally. So, in effect,
you would be doing what should have been done in the first place. Else, I
would not have waited all too patiently for communication from you. The
problem was not caused by the slope in the land but rather by placing a
gutter there, where a professional would have known better, instead of the
front of the house. To be clear; in the most respectful tone possible,I
won't be paying you to fix a problem you caused.
Sadly, I don't think we are going to come to a meeting of the minds here.
If I may, a third option: binding arbitration. Perhaps a mutually
uninvolved, third party can bring this to closure.
Regards,
** ** *******
9/26/24
Collen C*****
9/26/24 4:03 PM
Subject: Re: Gutter Adjustments
To: *******************************************************************************************
*******,
If you think that’s the best route, then I have to agree with you. We will not be making any changes for free and I’m fine to stand by my statement. The root of this problem is not the water, it’s the slope of your yard. I recommended you to consult with a landscaper or a company that can install French drains.
That is still the recommendation.
Collen C*****
C***** Roofing and Seamless Gutters
803-***-****Customer Answer
Date: 10/15/2024
I am rejecting this response because: The company, Mr. C***** in particular, has acted in bad faith from onset. This is most apparent, three months into this ordeal, by the time-gaps between communications caused by emails and text messages being ignored and their choice to blatantly omit this from the email thread they attached. Communication goes ignored until mention of legal action enters the conversation. Furthermore, Mr. C***** attempted to shirk responsibility for a bad install by blaming the sloped landscape and referred me to a landscaper.
As previously stated, the slope serves to exacerbate the problem but is not the root cause. The downspout should not have been directed towards the house under any circumstance - sloped or level landscape. Should the landscape be level and not sloped, water would still continue to propel rocks (see attached photo) and come to rest in the entrance way thus offering potential damage to the foundation, depicted in the attached photo, as opposed to running away from the house. In fact, Mr. C*****'s focus on the sloped landscape serves to prove my point for me. Just as he observed the sloped landscape immediately during his visit, it was most certainly observed at time of installation and should have been addressed accordingly.
Initially, my ask was simple: move the downspout and be done. Mr. C***** requested and was sent photos of the front of the house to explore this solution. Instead, he has chosen to offer a solution where I am charged for additional work needed to correct their bad installation. This, in and of itself, epitomizes bad-faith.
Sincerely,
******* *******Business Response
Date: 11/05/2024
Here is a thread of emails between Mr. C***** and Mr. *******.
9/26/24
Collen C*****
9/26/24 3:46 PM
Subject: Gutter Adjustments
To: **************************************************
Dear Mr. *******,
I hope this message finds you well.
Garrett will be reaching out to you shortly regarding an estimate for the installation of an additional downspout, and I’ve asked him to CC me so I can stay informed throughout the process.
As we discussed during our visit, the puddling on the sidewalk is not related to the gutters, but rather to the slope of the landscaping. While I’m happy to provide the option of adding a downspout to help redirect the water, please note that this would be an additional charge, as we previously discussed.
To clarify, no reimbursement will be issued as the gutters we installed are functioning as intended, successfully directing water from the roof to the ground. However, the water’s movement away from the house is influenced by the landscaping, which is beyond the scope of the gutter installation.
Please feel free to reach out with any questions.
Customer contact information:
******** *******
Collen C*****
President, C***** Roofing and Seamless Gutters
803-***-****
**** ******* **** ********* SC *****
Take a look at our Digital Showroom!v
9/26/24
****************
9/26/24 4:00 PM
Subject: Re: Gutter Adjustments
To: ******************************************************************************************************
Mr. C*****,
Thank you for your reply. Please allow me to remind you of our
conversation. This was not to be a new installation but rather a "move".
The gutter should not have been placed in its current location but rather
in the front of the house where it runs downhill naturally. So, in effect,
you would be doing what should have been done in the first place. Else, I
would not have waited all too patiently for communication from you. The
problem was not caused by the slope in the land but rather by placing a
gutter there, where a professional would have known better, instead of the
front of the house. To be clear; in the most respectful tone possible,I
won't be paying you to fix a problem you caused.
Sadly, I don't think we are going to come to a meeting of the minds here.
If I may, a third option: binding arbitration. Perhaps a mutually
uninvolved, third party can bring this to closure.
Regards,
** ** *******
9/26/24
Collen C*****
9/26/24 4:03 PM
Subject: Re: Gutter Adjustments
To: *******************************************************************************************
*******,
If you think that’s the best route, then I have to agree with you. We will not be making any changes for free and I’m fine to stand by my statement. The root of this problem is not the water, it’s the slope of your yard. I recommended you to consult with a landscaper or a company that can install French drains.
That is still the recommendation.
Collen C*****
C***** Roofing and Seamless Gutters
803-***-****Customer Answer
Date: 11/06/2024
I am rejecting this response because: There is no new content in this, their most recent response. They merely re-sent the same email thread previously sent by them. This further demonstrates their blatant disrespect for me, the customer, as well as this process. It would seem that they are playing "the long-game", trusting that I and this matter will simply just go away while having a good laugh in the interim.
Sincerely,
******* *******Initial Complaint
Date:01/08/2024
Type: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 or around November 12, 2023, I contacted the Respondent to get an inspection and quote for some roofing repair. The Respondent sent Cole Newport, Sales Manager to my home to inspect my room and provide an estimate. Mr. Newport stated Crosby could replace the missing shingles and repair the siding and assured me the work would be done seamlessly which is what they gauranteed. On or around December 18, 2023, late in the afternoon, the Respondent arrived replaced the missing shingles and sliding. The crew worked late into the evening, The next morning when I went out to see the work, the shingles weren't placed appropriately and they were a different color than the current shingles. I took pictures and emailed Mr. Newport. Mr. Newport called a day or so later informing me that due to the cold weather the shingles won't stick and there was some type of moss on my roof which caused the color differences. None of this was mentioned prior to me signing the contract. Mr. Newport and I discussed him coming out and viewing the work in person. On Tuesday, Jan. 2nd, I contacted the office and spoke with Mr. Crosby who told me he would come out personally to inspect the work on Wed. Jan. 3rd. He did not come by nor did he call. Resolution to me would be for them to correct the issue. However, if they choose not too, a refund so that I could pay someone to do the work correctly.Business Response
Date: 02/19/2024
We have not received any communication from her after we sent this explanation to her.
Mrs P****,
I have looked into the roof repair and checked out the concerns you raised regarding go color match issue. To better illustrate the reason the new shingles do not match as well as you may have hoped, I took photos using our drone. As you can see in the photos, the new shingles are very similar in color to what you had, but the main cause of discoloration is due to the immense algae buildup on the North Slope of the roof to the existing shingles. This is common for the North facing slope due to the fact that it gets the least amount of sun compared to the south slope. Unfortunately, we are not able to get the shingles to match any closer, but I can recommend a soft wash of your roof to clean the algae off.
Please review the photos and five me a call or email response with any questions.
Thanks
Collen Crosby
President, Crosby Roofing and Seamless Gutters
803-417-3887
www.crosbyroofing.com
1523 Sunset Blvd Suite E West Columbia, SC 29169
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