Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We contracted with Renew Basement Foundation to have two (2) egress windows installed in our home. During the process, the backhoe operator hit and damaged a portion of the gutters on the front of our home. Renew agreed to have the gutter repaired prior to receiving final payment on the project. Renew then sent a contractor/staff to view the gutters and determine the manufacturer. At that point, the Renew contractor/staff actually cut a portion of the gutter hood further damaging the gutter trough (bottom) and fasteners. Since February, we have been waiting and working closely with the owner of the gutter manufacturer, KGuard, as well as Renews insurance company, Northfield. We have found out that due to the style of our roof a section of gutter (cover and trough) are not replaceable/repairable and that a full home replacement is required. Further, Renews actions to cut a portion of the gutter to match the product has voided our lifetime warranty. Seven months later, we have had a gaping hole in our gutter system on the front of our home, that has almost certainly caused further issues. Renew has not contacted us nor followed up with us on the situation since June. We have to send multiple emails and leave voicemails to get a response from ********** and even contacted the manager of the claims adjuster we had been working with. We have spent countless hours either being available for contractors, insurance adjusters, researching, & communicating with KGuard, Renew, and Northfield. We believe we have been more than patient, flexible, and diligent in working toward a resolution and simply cant continue to wait. We still owe Renew final payment (approximately $1000) and fear they have written off the debt and in turn will not honor their warranty offered on the egress windows.
Business response
10/20/2022
Business states this issue has been taken care of.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.