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:01/07/2025

  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.

  Subject: Failure to Repair Leaking Windows Installed by ******************** Thirteen replacement windows and a sliding glass door were installed in June 2023 at our residence for a cost of approximately $31,000. We began washing our windows in Fall 2023 and quickly discovered water pouring into our house. Marc ******************** was notified immediately and he inspected the leaking window (no other windows were tested). A crew applied additional caulking in Spring 2024. In two separate rain events in Summer of 2024 we observed water had entered the home through at least three additional windows, including flowing from beneath the baseboard of our sunroom onto the tile floor. ******************** was again notified. Finally, in August 2024 ***** ****, ********************'s new Operations Manager visited our home to inspect the windows. His conclusion was that ******************** incorrectly installed the windows & that the additional caulking made it worse. He detailed the nature of the necessary repairs to correct the installation error as following: Remove the siding and J around the windows.Flash the windows with Flashing tape and onsite bent drip cap.On the back of the house, remove all the siding under the band board, re-flash the new windows, and install the new J and siding.Re-install the new J and siding around the rest of the house in the same ********** is now January 7, 2025 - well over 1 year from when ******************** was first notified of the problem. Nothing has been fixed and we are still receiving the same standard assurances we have heard over and over from ******************** - "we just need to be patient" as the work will get done "as soon as the weather is more favorable" because "******************** is a company of their word." Naturally, we are very concerned about mold and wood rot, and believe ******************** should also be, as that would be an enormously more expensive warranty repair/reconstruction. To put it simply, ******************** has repeatedly failed to do what was promised week after month after year. Our patience is exhausted.

  

  Business Response

  Date: 02/18/2025

  Dear *** & ***** *****,

  I hear your frustration, and I want to acknowledge how deeply this has impacted you. You trusted us with your home, and we did not meet your expectationsor our own standards. That must feel incredibly disheartening.

  The truth is, we made an error in our installation, and the initial attempt to fix it didnt resolve the problem. I can only imagine how exhausting it must be to wait for a solution while dealing with the uncertainty of water intrusion. Youve been more than patient, and I understand why you feel like youve heard the same assurances without action. Thats not the experience we want you to have.

  Heres where we are now: Our team is actively working on the necessary repairs this month. We are committed to doing this rightno band-aid solutions, no quick fixesjust the thorough, proper work your home deserves. Your concerns about potential mold and wood rot are completely valid, and we take them seriously. Ensuring the integrity of your home is our priority.

  I want to make sure you feel heard and kept in the loop as we move forward. If theres anything else weighing on you, please reach out directly. We want to make this right, and we will.

  Sincerely,

  Claire Ganser

  Marketing Manager

  Ganser Company, Inc.

  Customer Answer

  Date: 02/18/2025

  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.  For your reference, details of the offer I reviewed appear below.
  
  We are encouraged by the contractor's written response thru BBB and with the partial repairs made to date, but we will not be fully satisfied until the repair work is completed and accepted.
  
  Regards,
  
  ******* *****

  Customer Answer

  Date: 03/05/2025

  Ganser has finally completed repairs to all of our "new" nearly 2-year old windows. However, we have not yet had the opportunity to "hose test" them to see if they are properly sealed and no longer leaking. We hope to test the effectiveness of the repairs during the upcoming warm spell.

  Customer Answer

  Date: 03/17/2025

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *****
  

• Initial Complaint

  Date:12/27/2024

  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.

  Our initial window installation with Ganser Company was completed in December 2022. Ganser Company installers did such a horrible job installing our custom window trim, that **** Ganser (Vice President) stated via an email dated April 23, 2023, that he fired at least one of the installers involved in our project due to poor standards and attitude. Yet, as of December 2024, Ganser Company has not yet made things right under their Workmanship Warranty despite giving verbal and written confirmation that they will do so. We have written word from **** Ganser (Vice President) and ***** ******* (Office Manager) with ****** Ganser *********** Ccd that they will still honor their Workmanship Warranty with us. We attempted many times to get the work scheduled throughout 2023 during the one-year Workmanship Warranty Period. Ganser Company would not set a date for completion of the work. One of the window frames is also cracked, and that defect was discussed immediately with Ganser Company right after the installation. Ganser Company ordered and received a warranty replacement window from ****** Windows in February 2023 which they have not yet installed nearly two years later. We have had no communication from Ganser Company for over one entire year, and none of the Workmanship or Warranty work has been completed two years after the initial start-date of our project despite their verbal and written commitment to doing so. We question not only Ganser Companys workmanship, ethics, and integrity, but we also question the legality of Ganser Company ordering warranty replacement windows and parts from ****** Windows which are not being delivered to the Customer. We will be notifying ****** Windows of this issue recommending an audit of warranty replacement windows ordered by Ganser Company compared to which of those windows were installed. We also question how this lack of follow-through on Ganser Companys part affects our overall Warranty Terms with ****** Windows.

  

  Business Response

  Date: 02/26/2025

  Dear ***** & ***** *****,

  I want to acknowledge your frustration and thank you for your patience. You trusted us to do a job right, and we haven't follow through the way we should have.

  Here's where we stand:

  - Trim & Jamb Repairs: We recognize that the original installation did not meet our standards. Per your request, **** ********* will be leading the repairs, and we are scheduled to replace all the jambs and correct the trim installation this spring.

  - Master Bedroom Window Replacement: The replacement frame is in our warehouse and will be installed as part of the upcoming repairs.

  - Communication & Follow-Through: Moving forward, our Production Manager, *** ******* will keep you informed and ensure this work is completed properly. He will contact you the first week of March (next week) to set a schedule for April.

  We are committed to making this right, and we appreciate your patience. As always, please feel free to reach out to me directly with any questions or feedback.

  Sincerely,

  Claire Ganser

  Marketing Manager

  Ganser Company

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

• Initial Complaint

  Date:12/09/2024

  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 2011 we had a GAF roof installed by Ganser Company, Inc. At the time we purchased the Weather Stopper Golden Pledge warranty. Last August we noticed damage to a portion of the roof and contacted Ganser Company for an estimate and repair. They directed us to file a claim with GAF, which we did. GAF assigned the claim number of #******** for our Golden Pledge Warranty #********. They instructed us to work with Ganser Company for an inspection and repair. Since September we have emailed and called Ganser Company several times with escalating urgency because of the approaching winter weather. During several conversations we made it clear that the roof just needed to be fixed and we would pay for it, then figure out if it was covered by warranty. We were initially told that things were moving slow since they didnt have a good process for a warranty repair.We were asked to send pictures and a copy of the claim from GAF which we did twice.Finally in October we were given assurances that they would fix our roof in November.The roof is still not fixed:We are unable to get anyone to answer our calls or emails.We dont want to go elsewhere and void the warranty.Can you please help us understand the best next steps to take.

  Customer Answer

  Date: 01/08/2025

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Ganser repaired the roof today so you can close the case.  

  
  

  
  Regards,
  
  ******* (*****) And ***** ******

  
  

• Initial Complaint

  Date:05/09/2024

  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.

  The Ganser Company re-sided my home, issuing its final invoice on or about September 2, 2022, which I paid immediately. However, in August 2023 I discovered serious and substantial defects , and I notified ******************** of these defects on or around August 10, 2023. Those defects include but are not limited to: 1) the failure to install contractually required gutter protections,2) the failure to complete overhangs as specified in the contract,3) the failure to properly seal or flash openings, such as those across the entire roofline of the house, to prevent moisture intrusion or buildup 4) the failure to seal gaps that have enabled birds, insects, and other pests to enter between the siding and the houses framing,5) the failure to properly cut and install siding to prevent bowing, 6) the failure to properly cut and install siding around windows,7) the failure to paint exposed surfaces on numerous sections of siding and trim, Owner ****** ******************** and **************************************** inspected my property on August 24, 2023, and they acknowledged the deficiencies. They said they would complete the repairs in September 2023 but failed to do so. In an October 24, 2023 email (in response to my inquiry), Marc ******************** reaffirmed the company's responsibility for the deficiencies, writing, "I am not going to leave a ******************** job looking like that." Following further delays, Marc ******************** said I should "plan for March of '24 for the repairs." In response to my March 10, 2024 inquiry, he said they "are and were planning for ****** and that they would call me "with a start date in the next few weeks." As of May 9, I have not yet received a call, and my April 22 email has gone unanswered.Birds are nesting for the second year in the gaps ******************** left in my house. I want ******************** to repair its deficiencies immediately or provide a full refund since other contractors have suggested a complete do-over is necessary to repair ********************'s deficient workmanship.

  

  Business Response

  Date: 05/24/2024

  Due to the weather in April & May  and an injury I sustained falling off a ladder in December of of 2023, this repair has been delayed.

  I met with my repair tech the week of May 16, 2024 and ************** to review the scope of work.

  We are waiting for him to finish her current job to execute the work.

  This will get done and I am grateful for the customers patience.

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

  Customer Answer

  Date: 05/24/2024

  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.  For your reference, details of the offer I reviewed appear below.
  
  While Marc ******************** and his repair tech visited my property on May 14, 2024, to review the scope of work to be completed, Ganser Company has not yet scheduled or completed the work. ******************** and I agree that the work to be completed is to repair deficiencies in ********************'s work initially completed in September 2022. I have been in regular communication with Ganser Company regarding deficiencies since fall 2022 and especially since I discovered additional, more significant deficiencies in August 2023. ******************** representatives visited my house and reviewed the scope of work in August 2023, promising to fix their errors. The more recent May 14, 2024, visit reiterates ********************'s previous assurances that it would repair deficiencies, but I will not be satisfied with the company's efforts until they actually schedule and more importantly complete the repairs. Since these problems originated nearly two years ago and the risks of further damage to my house as a result of ********************'s poor workmanship increase as time passes, I expect the company to prioritize making these repairs. 

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

  Customer Answer

  Date: 06/24/2024

  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.  For your reference, details of the offer I reviewed appear below.
  
  The Ganser Company has scheduled a crew to complete repairs on my house the week of July 15. While this is welcome news, I will not be satisfied with the company's response until the work is completed. That is because the company previously indicated they would complete the repairs in September 2023 then March/April 2024, then May 2024, and then June 2024 without completing the work. 
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 07/26/2024

  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.  For your reference, details of the offer I reviewed appear below.
  
  Ganser Company completed work on my property on June 24 and 25. That work appears to address many of the deficiencies with the company's earlier work. However, as of today, the company has not yet installed the gutter covers that I paid for several years ago. Additionally, lights that worked prior to the company's work on my house are no longer functioning. Ganser has assured me they would investigate the issues with these lights but have not yet done so. Ganser has informed me that they will complete the remaining work by August 2, 2024, and I look forward to having these remaining issues resolved.
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 08/06/2024

  Dear Better Business Bureau,
  
  
  I am writing regarding complaint ID ********. I have heard from this business, and it resolved all outstanding issues as of 8/1/24. Thank you for your assistance.
  
  
  Best,
  
   
  
  **************************

  Customer Answer

  Date: 08/06/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:09/11/2023

  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.

  We entered a contract with Ganser *** for new windows, doors, siding, and gutters. We have had many issues with everything they have done. From spilling paint all over our new floors and damaging the drywall while installing the windows and doors to not replacing the bubbled siding that the manufacturer has provided the replacement for. We were baited and switched on the gutter guards we were sold, we are having issues with the windows that were installed leaking when it rains in a certain direction. Pro Via the siding manufacturer has came forward with replacement materials for the entire home, but Ganser refuses to install it. The door sweeps fell off the door as the installation of the doors were never completed installed properly until months later.

  

  Business Response

  Date: 09/11/2023

  To whom it may concern,

  Many of the issues identified have been addressed except for a couple.

  The drywall has been fixed, window cover fixed, and I have the door sweeps on hand and ready to be replaced. We replaced the gutter protection for the owner as well over a year ago. 

  I have had the door sweeps and offered to come out back in April of this year to replace those and address the window concern. The owner wished to wait until the siding replacement in in process.

  We are not opposed to address the siding concerns but are still presently in dispute and non-resolution with, ProVia, the siding manufacturer.

  The owner is aware that brand new siding came right out of the box, fresh with bubbles. And although the manufacturer reimbursed the customer with materials, we have concerns that if done again, the same issue will take place due to a defective product. A product, which the vary manufacturer stated to me over the phone, was produced "Thinner" than the standards they would like to see.

  I have requested repeatedly to the manufacturer, that I would like to have a factory rep onsite for the installation, to ensure that the new product goes on exactly as they would like it to avoid the same issue from happening again.

  To which, and to date, they have refused. Until that should happen, we are not going to do something again, and have the same thing happen again. 

  That being said, we are still in talks with ProVia to get the issue resolved. Unfortunately, we have not come to resolution to date. Until this happens, the repairs and/or replacement on hold.

  Once resolved, we will take care of the customer promptly. But until then, we have to follow a process that is taking more than either of us would like it to. 

  Sincerely,
  
  Marc Ganser

   

• Initial Complaint

  Date:07/21/2023

  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.

  I hired the Ganser Company two years ago to replace three sets of windows in my home. When the windows arrived they were the wrong color. Ganser attempted to fix the color issue by staining the windows, the staining failed and there were bubbles and cracks in the new staining.In addition the new trim they used to box the windows in was done incorrectly and the window trim is warped.One of the windows also has a broken crank They failed to install new trim along the floor of the room per our original contract.

  

  Business Response

  Date: 07/21/2023

   

  The stain was signed off on with customer initials next to stain code on the contract. Once they were installed, the color did not match.

  Believing the customer over the contract, I agreed that the rep did not fill in the correct stain code correctly.

  Due to persistance that it be remedied immediately, we stained the windows on site when temps and humidity were too cool upon proper discretion to restain and finish. We also replaced all the trim at no cost at that time.

  This caused the finish to not cure but to peel and scale. In retrospect, we should have refused to remedy until warmer temps and conditions provided. This was a mistake.

  The base trim replacement was not included in the contract but again in good will, we said we would take care of it. 

  I had intent to take care of the work in April but it was a rained most of that month and I did not want to stain on site and have the same thing happen.

  Our operations manager unexpectely had to retire premarurely due to  medical corncerns. This put our plans behind and again, frustrated both parties to wrap up the job. The ops manager is one of the vital organs of the team.

  I stopped over, picked out new stain, and reviewed all loose ends, and we prepared the materials to remedy back in May. 

  I changed my mind as I initally wanted to stain onsite myself,  with warmer temps. I decided we have to bring them to our shop to a conditioned space to insure they cure correctly so both temp and humidity are correct.

  The customer wants the windows done before vacation and school starting, they have communicated this to us and they spoke today with *****. I am grateful for their patience.

  We are not going to rush this once again and risk the customer have the same result.

  ***** did not give a date for the work to take place, hence the complaint to the BBB this evening due to not getting a date established.

  I would ask that the client allow us at our own professional discretion, and not their preference, to complete this finish work. We will set the date and time when we ascertain that this gets done once and for all.

  Sincerely,

  Marc Ganser

   

• Initial Complaint

  Date:08/31/2022

  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.

  See uploaded files and photos. No one is willing to admit to any error and make repairs under their warranty. This has been a problem since December 2020.

  

  Business Response

  Date: 09/01/2022

  Dear *****,

  The ProVia rep and our *** rep were out just last week on Friday to assess the problems. As you and I are aware, and I spoke to you just this past Tuesday, there is about 5 square of siding that has to be replaced, which I told you we are preparing to do. However, I also shared with you that this same siding, we have discovered, has come out of the box new, bubbled. That being said, this is a process that we must undertake besides correcting workmanship errorswhich we will fix, that has to be undertaken to discover if besides workmanship, there is an inherent problem with this batch of siding.

  As I stated to you on the phone Tuesday, I would first before replacing the five square, to make sure that once we are done, that you do not experience the same problem again and again with continual repair visits in the future.

   

  We have not experienced any problems with ProVias 4 sidingwith the same crews that did you project; only the 5 inch exposure.

  The next step we took this past Monday, was to provide our *** rep with some bubbled ProVia vinyl that came right out of the box so that he could show ProVia that this defect is not limited to how it is installed.

  Our plan is to make the suggested repairs that ProVia recommended. At the same time, we are going to video, take pictures of the problem, as well as other areas of each home, to show outside of workmanship corrections, that this problem is not limited to workmanship.
  

  I do not like waiting and I am sorry and embarrassed that you have to endure thisI have expressed this  and have personally been over in recent memory to explain, and go through with you why we have to approach this this way: Everything has to make sense and we have to get to the root of the problem so we have a clear, calculated, and final end to the issue.

  I know you are disappointment, do not trust, and feel caught in the middle.

  Our *** rep will insure, along with Ganser, that in the end, this is going to be taken care of.

  Words mean nothing. Action and how it gets taken care of in the end, are what matters. As I vowed to you on Tuesday, I wont quit on you. But, I do need time and so do others, to insure is, our vendor, and ProVia are on the same page with what the whole solution looks like.

   

  Sincerely,

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