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:28/05/2024

  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.

  Last spring I paid Guns and Hoses to replace my home's roof. As far as I was concerned they did a great job. In the fall I heard squirrels trying to get into the attic. It stopped for the winter and then started again in the summer. A couple weeks ago I called a pest control company to get rid of them. Once the squirrel opening was taken care of the pest control company took pictures to show me and informed me that the reason the rodents got in was because the roofers hadn't installed the bottom piece of the frame. I forwarded the pictures and the invoice to Guns and Hoses to reimburse me the amount charged by the pest control company and to come and install the missing frame work once pest control had removed their equipment. I was told that I had broken my contract guarantee by having a pest control company work on the roof when Guns and Hoses could have taken care of it themselves. I searched the Guns website and no where does it say they do pest control. Also at the time the pest control company was fixing my problem, I had no idea it was a roofing issue until after it was fixed therefore, that is another reason I did not call Guns.

  

  Business Response

  Date: 28/05/2024

  Hi ******,

  We will absolutely come and fix the roof problem for free, that is still under warranty, but we cannot pay for another contractors work as per our contract.  I explained all of this in the email I sent to you on May **** at ***** pm.  I have attached a copy of that email for your reference.  I also attached a copy of your contract which you received when you got your roof completed for your reference.  

  Let us know when we can come and take a look at that problem area for you.

  ******

   

• Initial Complaint

  Date:13/03/2023

  Type:Billing 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.

  I first contacted ***************************** July 2022 about leaks in my roof. *****, the owner texted me (text message history ******** in full) and we arranged for him to come out and take a look. At that time he had suggested to change 3 of the roof vents that *** have not been very well sealed and causing attic rain. He said that the cost was $450 plus tax but he was willing to do it for $350 under the table. Being a single income individual, I agreed to it. He came out and performed the work. I continued having attic rain after a big snow melt late December, at which point I contacted him again to come take a look. I also started having a leak on a new spot in the kitchen. He came out in January 2023. At that point he suggested I needed a solar powered fan in the attic and he was willing to do it for $450 under the table. I considered it and agreed to it because I didn't want further damage to my roof or attic. On the same day he did the fan installation, he mentioned that my attic hatch had no insulation and that he was going to come back with a piece of insulation for free to fix it, and also look at the leak on the kitchen ceiling for no additional cost, and of course I would pay if there was work needed. The 3 roof vents and the solar fan have a warranty as per *****. I inquired on how to go about in the future if a part fails and still covered under the warranty. He said to simply contact him. We scheduled a day and time to come out and install the insulation and look at the new leak, I messaged him that morning to confirm he was coming still, to which he responded yes. He never showed up to the appointment and never informed me either. The next morning I asked what happened, he gave me an excuse and we scheduled a new date. We had snow that day so I texted him to come back. Never heard back. Since January 29, 2023 he has ignored my attempts to reach out, until now that I went back asking for an invoice so I have proof of warranty. He has still ignored my requests.

  

  Business Response

  Date: 14/03/2023

  ***** has followed up via text and email.  The invoice has been sent via email showing a zero balance owing.  We apologize for the delay, we were in ****** ***** all last week at the International Roofing Expo which is why the message is showing up as green not blue, we only got back this weekend.  Do you still need work completed or is the invoice all you require from us at this time?  As ***** mentioned in many of his texts, he will come back to take another look if need be, just let us know, thanks.

  ****** 

  Customer Answer

  Date: 15/03/2023

  
  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.
  
  Sincerely,
  
  ******************************

• Initial Complaint

  Date:20/01/2023

  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.

  Background - Three years back (see quote from 2020) I used GNH Roofing to replace a portion of the eve of the garage as well as a couple of downspouts. While I don't think I had the best advice from a drainage perspective I was happy with the service at that time from both the salesman and the installer. Now I find myself chasing this organization to fix leaks that were related to the install. Keep in mind I was not a high value client. This is a warranty related issue.Simply put the good customer service ended after installation and payment.You will notice in fig 1 and 2 a taped up eve. It was taped as I had to install a replacement driveway and I needed to prevent the leaks on fresh concrete. To date the tape is still there and there has been no tangible action from GNH.I first contacted GNH in November by email and did not receive any communication back until a follow up email a couple of weeks later querying the service level commitment of a 24 hour response. That time I received a follow up phone call and apologetic excuse for not following up from ******. After a bit and back and forth later and a couple of weeks later they committed to coming out albeit on their schedule.I believe they had contacted me a day or two before they wanted to come out and do the repair. I had advised them it was not a good idea as I was not available on that day, but accepted that they can come out and do the work without my presence.On that day the technician came out to supposedly do the repair he tried to contact me but my cell signal was not good and the communication was poor. That being said he said he did send a text message stating that work was done as seen in the text message in fig 5. In fact nothing was done!Fast forward a short time later I again followed up with ****** that no work was in fact done and told them the tech was full of shenanigans. A follow up later confirmed in fact nothing was done to the repair. So the communication with the installer was not truthful. Anyway being that is was holiday season I forgave them and trusted they would follow up on warmer days in January as promised by ******. To date I continue to follow up with them....no callbacks, no replies and no effort or action to fix a very basic repair job.

  

  Business Response

  Date: 01/02/2023

  Thank you ***** for voicing your concerns. 

  As you mentioned, our installer was back there to try to fix the issue and they did ask you to text them back when you were back in town.  I saw the text messages back and forth, and you did not reach back out to them directly.  I know you called the office again, and ****** did let them know you were still wanting the repair, so you are in their queue.  They definitely should have contacted you as soon as they got the call from the office though to let you know when they are coming back.  If you have not heard back from them by the end of the day with a plan of when they are coming, please call, text or email me directly and let me know and we will get this sorted ASAP.

  *******************************, Owner

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

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

  Customer Answer

  Date: 01/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, at this time I believe the business will assist in resolving my complaint and that no further action is required at this time.
  
  Sincerely,
  
  *****************************