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:04/08/2023

  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.

  In November 2017 we contracted for a new roof with Gutter and Roof Solutions. We accepted the bid because of the guarantee of GAF products. The roof was installed, and they consider the job complete, but I had to called them out two more times because of externally visible issues that were not addressed. In the winter of 2020, I discovered a leak in my roof, went up into the attic crawl space, and found that there was water damage *** mildew throughout the attic. I spent the next 11 months calling and emailing them to get them to address the issue. Some minor work was done, and now my roof is leaking again. I paid a lot of money for that roof. And I thought I was paying for quality. However, $27,000 in and I still have a leaky roof.

  Business Response

  Date: 04/10/2023

  Hi, I'm Giovani Siete I will be the person in charge and authorized by GRSNW about this claim, one thing I want to make sure we understand is that the roof is not leaking, there's a condensation problem in attic space, that can be result of many things including a none ventilating attic space, it could also happened because of many other things in a house, what I ask for now is that we have a midigation company come and do an inspection, one company we know to be great at finding issues is America Leak Detection, I hope this is something we can do to find any issues with the attic space, it will be in vain for us to do any repairs or replace a roof is this condensation problem will continue to happen after installing or repairing the roof. Thank You!

  Attached is one of the most clear examples of things happening in the attic space, this is a stove vent that a ducting company can seal correctly and that we can connect to a new vent on the roof part of it. 

  No insulation or very little insulation, 

  *********************************************

  Customer Answer

  Date: 04/15/2023

   
  Complaint: 19913460
  
  I am rejecting this response because this was the solution proposed last year. The inspection company that I was told would inspect my roof never arrived. I was even directed to pay the cost myself to expedite the process, an estimated cost of $800-$1200.  When I contacted NWGRS this week to find out when the inspector would be by, I was told that he was on vacation. No time or date was provided. It has been 15 months now that I have been waiting for resolution. Last year I was told, by one of their employees that my roof needed substantial repair. I am still waiting.
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/17/2023

  Hi *******, we want to make sure we do our part to help with any issues, again the attic space has issues other than a roof leak, roof is not leaking, it is necessary for the inspection to happen so we can find out what issues to solve, if we do anything now the problem will continue, even with a new roof and new plywood, it will happen again if not resolve from the source.