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:04/14/2025

  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.

  ************** warranty paid out and repair was done, after sometime the ceiling is about to fall and this company keeps ignoring my calls and emails. I have been reaching out regarding warranty, thousands were paid for the work and they are ghosting me. They sent someone to look at the work and after that they went no contact. No response, no return calls, no return emails.

  

  Business Response

  Date: 04/21/2025

  Thank you for reaching out and giving us the opportunity to reconnect. First and foremost, we sincerely apologize for the lack of communication and the frustration this has caused you. Youre absolutely right, we should have been more responsive much sooner, especially given the concerns you raised regarding the warranty.
  
  We genuinely appreciate you allowing us to return at the end of last week to inspect the ceiling and confirm that there wasn't a larger issue at hand. Your patience throughout this process does not go unnoticed, and were committed to making sure you feel taken care of from this point forward.
  
  Please know we take our warranty obligations seriously, and we're here to make things right. If there is anything else youre still unsure about or would like to discuss, dont hesitate to reach out. We're ready to respond.

  
  

  Customer Answer

  Date: 04/21/2025

  it sure took almost a month for any response. And the only reason why this was resolved it's because of this bbb complaint.  I would never recommend your company.

  

  Business Response

  Date: 04/21/2025

  You're absolutely right. I want to personally apologize again for how long it took for us to respond. There's no excuse for the delay, and I fully understand why you'd be frustrated. We should have acted much sooner, and it's clear we let you down in how we handled this from the start.
  
  While Im glad the issue was resolved, I regret that it took a BBB complaint to get us moving. Thats not the experience we want to leave with any of our customers, and its certainly not how we aim to represent our company.
  
  Even if we dont earn your recommendation, please know that your feedback is heard, and were using it to hold ourselves more accountable going forward.

• Initial Complaint

  Date:01/25/2025

  Type:Customer Service 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 Gurr Brothers Construction after my 1st floor flooded in July 2024. They introduced their lead contractor ***** *. to me. During the remodel process several things happened. 1. I was lied to about insulation being put into the walls. When I came home after they put the sheetrock on. The cuts were so bad you could see through them. You could see that there was no insulation. I texted ***** and asked if they installed it. He replied yes. I then sent pictures of the sheetrock off the wall with no insulation. I personally had removed 3 smaller sections to verify. 2. The work from the crews he had in there were subpar. Multiple times I would have to tell him the work was unacceptable. They did the corners so wide, nothing looked right. The texturing was too light and you could see the two feet line from where they cut from the flood. This eventually got resolved. 3. Furniture was removed and packed out. Upon pack in, parts of my entertainment center went missing, a table is still gone. I have other peoples personal items from their house. Eventually my missing cabinet arrived and it was damaged. 4. My floors were installed. It was supposed to have underlayment under them. The underlayment is not installed. I know this because the box is unopened in my garage. 5. Painters got paint on the new floors - and the trim is still not correctly painted. They missed several spots, painted over stickers etc. 6. I have tried multiple times to get ahold of the company to go over their employee taking $12900 from me and not providing the cabinets that should have been purchased with that money. I also want to talk to them because I have a final invoice that states I owe them money, however not all of the work was finished and there were issues. I am not paying for a cleaning crew that has not been to my house, or paying for the underlayment that is in my garage and not on my floor, or the garbage/trash removal that is in my garage, or any unfinished work.

  

  Business Response

  Date: 01/29/2025

  First and foremost, I want to sincerely apologize for the frustrations and challenges youve experienced throughout this process. We never want a customer to feel unheard or unsatisfied, and I regret that your experience has not met expectations.
  We truly appreciate you taking the time to meet with us this week. Your willingness to discuss these concerns is valuable, and we want to make things right. **** will be moving forward with getting the remaining work completed to ensure that everything is properly finished to your satisfaction.
  Please know that we take your concerns seriously, and we are committed to addressing them. If theres anything else youd like to go over, dont hesitate to let us know. We appreciate your patience and the opportunity to resolve this.
  Looking forward to making things right.

• 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.

  July 23 2024 **** brothers roofing which is an extension of Gurr brothers construction based out of ******* was operating out of *********** Mo advertising on ****** search as a license local family business. They replaced my roof and any bad decking working with insurance because of hail damage. Large amounts of new decking were improperly installed some with staples rather than the manufacturer and zoning code approved nails. Some nailed werent correctly anchored into the trusses resulting in decking immediately bending up peeling shingles up making huge ridges. The flashing was also incorrectly installed around chimney which is currently leaking. I had 3 different 3rd party roofing companies come over and evaluate and they all said a complete reinstall was needed to inspect decking and properly anchor it. **** brothers then tried to tell me they didnt install new decking despite me having documentation. The roof had a ******************************************** and shut down the ******************* I asked the **** brothers remaining offices that were corresponding with me for the city of Springfield Mo business license they were operating with within city limits and they could not provide one. They then said they were willing months later after constant back and forth and endless missed work for inspections, to fix the flashing and replace a small back portion of the shingles with an absurd material I never agreed upon. They denied fixing some damaged shingles they installed as well as the improperly installed decking as well as completing denying installing decking. I told them this was a breach of contract and warranty and I wanted all the issues addressed which would mean completely striping all shingles and fixing the decking which is needed and documented. They acted as if they didnt do the work and they werent responsible for work theyre documented doing. They refuse to refund or address all issues. *** lost all faith in company and want refunded

  

  Business Response

  Date: 12/27/2024

  Dear Mr. ************* style="caret-color: rgb(34, 34, 34); color: rgb(34, 34, 34); font-family: Arial, Helvetica, sans-serif;">
  Thank you for reaching out and for bringing this to my attention. I want to start by sincerely apologizing for the frustration and delay youve experienced. This is not the standard we hold ourselves to, and Im committed to ensuring we make things right for you.
  
  Ive reviewed your concerns, and I want to assure you that resolving this matter is a priority for us. ***** will personally be overseeing the necessary steps to correct any issues with your roof. He will be reaching out to you directly to discuss the plan and timeline for completing the repairs.
  
  We truly appreciate your patience and your trust in allowing us the opportunity to correct this. Please know that we are 100% committed to ensuring the work is completed to your satisfaction. If you have any immediate questions or need further assistance, dont hesitate to reach out to ***** or me directly.
  
  Thank you for bringing this to our attention and for giving us the chance to make things right.
  
  Best regards,

  Customer Answer

  Date: 12/30/2024

  I appreciate you finally getting back to me. I find it interesting that youre acting like this is the first youve heard about that since Ive called your office over 20 times, left you numerous emails, asked multiple of your staff for you to reach out to me personally and to no success. As for ***** Ive patiently and kindly attempted to work with him for months. Ive missed numerous days of work meeting inspectors. After I documented this and relayed the information for you, you all tried to deny preforming services that you did and then refused to warranty the work. If this email is acknowledgment of the mistake on your end and is a genuine apology and a real attempt to make things right then Im interested, however if this warranty work is the same narrow scope not covering all the issues youre responsible for than this is just a further waste of my time.

  And after continuing to stress over this situation and reflect back on how Ive been treated and how hard it has been to get you to honor your word and the total disregard of me as a customer Id like a full refund so I can redo the roof correctly with a company I can trust. Please just refund me and let me get my roof fixed correctly. I deserve that. No customer should ever have to go through this process.
  **** *********

  
  

  

  Business Response

  Date: 01/02/2025

  ****,
  
  
  I want to start by sincerely apologizing for the frustrations youve experienced and for our lack of communication. Your concerns about the quality of work and your input as a valued customer are taken very seriously. We are dedicated to resolving this situation and restoring your confidence in us.
  
  After reviewing your concerns in detail, we are fully committed to correcting the issues, including properly addressing the decking and shingles. We have the expertise and resources to ensure the repairs are completed correctly and to the highest standards. To demonstrate our commitment, we are prepared to begin the replacement work as early as last week.
  
  We will ensure that the work comprehensively addresses all documented issues, meets the required standards, and uses materials that align with your preferences as long as it meets the manufacturer's recommendations. Your satisfaction is our priority, and we will work closely with you to ensure the final solution meets your expectations.
  
  To move things forward smoothly, ***** will handle all the scheduling details directly with you. Please connect with him to finalize the arrangements and address any logistical questions you may have.
  
  Thank you for giving us the opportunity to make this right. Your patience and feedback have been invaluable, and we are fully committed to seeing this through to your satisfaction.
  
  
  Thank you,

• Initial Complaint

  Date:08/22/2024

  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.

  My families home flooded in November of 2023. It is now August 2024 and Gurr Brothers Construction has still not finished the job. They have not lived up to their word on any timelines/deadlines. Any work they have done thus far has not been up to par and we have been living in an unfinished home for the past 2 months because our insurance even told us that the job shouldve been done by now so they are no longer paying for us to stay elsewhere. We have no kitchen and only 1 functioning bathroom. We have 2 small children and have been forced to live in a home with torn up walls, construction dust, random nails on the floor, torn up bathrooms, and no kitchen. We have contacted them and tried everything to get someone to help us! We have had no such luck and are suffering. We have already paid them $40,000!

  

  Business Response

  Date: 08/31/2024

  I want to start off saying that Im really sorry that your family has had to deal with this for so long. Living in a home thats unfinished and not up to par is something no one should have to go through, especially with two little ones.
  I want you to know that were committed to finishing the project. ***** will continue to stay in communication with you, and well make sure everything is done right and as fast as possible. Your project is a priority for us, and were working hard to get it across the finish line.
  We appreciate your patience, and we're looking forward to getting your home back in shape for your family.

• Initial Complaint

  Date:04/17/2024

  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.

  Employee named ************************* has harassed us, threatened us, and even left fake reviews on a business I'm associated with.Completely unprofessional and unethical. It appears **** brothers allow employees to be threatening to other consumers and it's uncalled for.Get control of your employees

  

  Business Response

  Date: 04/22/2024

  Thank you for reaching out. I am writing to extend my apologies for the recent behavior you mentioned that was displayed by ******* towards you.

  Please know that I am deeply sorry for any distress or discomfort caused by his actions. It is never our intention for anyone to feel disrespected or undervalued in any interaction, and I understand how their behavior may have fallen short of our standards. Rest assured, we take such matters seriously and are addressing the issue internally to prevent any recurrence.

  We'd like to clarify that according to our records, *********************** has not been a customer of ours. Any interactions between **** and ******* appear to be a personal matter and should be handled accordingly. Again, we sincerely apologize for any distress caused by this situation. We trust this matter can be resolved directly between the parties involved.

  Customer Answer

  Date: 04/24/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:03/25/2024

  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.

  We made the mistake of hiring 24 Hour Flood Pros ******* to fix water damage, which is owned by **** Brother Constructions, back in January 2024. Over the course of 2 months, we have: Gotten an empty checkbook stolen by temp workers hired from HireQuest, and money stolen using checkbook Had our garage door damaged and repaired, but got threatened with legal action because ************* Pros did not pay the garage company Taken months to get a hold of someone and any documentation for insurance claim Price gauged, and taken advantage of I'd recommend staying as far away from 24 Hour Flood Pros (the company) as well as anyone associated with owning a franchise of it.

  

  Business Response

  Date: 03/27/2024

  Chengsu,

  I want to start off with an apology. It is never our intention for a project to have any issues, let alone multiple. I want to apologize for the bad experience that you've had up to this point. I understand the frustration that comes with these issues and you didn't deserve that. On top of the devastating water damage you experienced in your home these additional issues just cause unnecessary stress and make the entire situation worse. I am sorry that you had this experience because of us.

  I understand that the issues have been addressed and taken care of but that doesn't mean they didn't happen. Again, I apologize for the additional stress that was caused by us and I hope that we are able to move forward and get this portion of the project closed out for you so the reconstruction portion can begin. 

  The insurance carrier has received all the paperwork they've requested from us up to this point. I understand that ***** is completing his review of our invoices. I look forward to working with him on this and coming to an agreement regarding our invoices. I know that he has the appropriate clearance to handle such a large project.

  Unfortunately, we lost a couple weeks with the initial adjuster that wasn't able to complete the review of the invoices because it was above and beyond her training and clearance and she shouldn't have had such a large project assigned to her. But with ***** in place, I am confident progress will be made and conversations will be able to happen because he has the experience and knowledge to handle a claim of this magnitude. As of Thursday last week, ***** was able to walk the project and get an understanding of what needs to take place. As he requests additional information we will get it submitted to him for review. 

  Thank you for your time and I look forward to helping bring this portion of the claim to a close for you.

• Initial Complaint

  Date:02/13/2024

  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.

  I filed a claim with insurance to resolve water damage in my bathroom. **** Brothers was referred by our water restoration company. They made minimal contact with me. They collected $1400 for a deposit and then later charged me $3242.71. They ordered a shower without ever installing it as well as a vanity. The flooring was never ordered or installed. The only thing they did was put up drywall above the shower, covering a very small space. Nothing else was repaired.

  

  Business Response

  Date: 02/22/2024

  An agreement has been made and a refund issued back to the original form of payment.

• Initial Complaint

  Date:12/12/2023

  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.

  On Aug. 2, 2022 I had a pipe in my house break and I hired the **** brothers to replace the walls and floors in my house. Over that time the company was slow to repair my house and I was lied to a lot by a *********************** and **** (unknown last name) about what was going on with getting my house back together. I finally had to contact ******************* and explain to him what was going on and i wanted my house back together. The work was completed around the beginning of October 2023 (hard wood floors, kitchen, cabinets some drywall and painting 15 months) when they were moving my household good back into my house they lost one of my kitchen chairs and told me to take that $100 out of the pack back also the arm of my sofa has been broke off. Talking to someone named ******************************* she said it would be replaced and she would get the company to replace both sofas so they match. I reached out end of oct and told ******************* that I just want my sofa replaced. He said they will let me take the money out of the pack out same with the missing chair on Oct 27, 2023. Since then they have not been emailing USAA and when they did they did not provide an estimate for the pack back so they will get paid. I want this company to replace what they have broken.

  

  Business Response

  Date: 12/18/2023

  I apologize for the delay in this being resolved. We have had several attempts to contact the insurance company to get this resolved. I am not sure why the insurance company is not responding. We have made attempts to contact them by phone and emails with no success. 

  Dates attempted in the last 3 weeks:

  11/22, 11/29, 11/30, 12/5, 12/6, 12/12, 12/13, 12/14, 12/15 and 12/18. 

  The adjuster is non-responsive to us. I know that she has replied to ***** but for some reason won't acknowledge our calls or emails. If there is another adjuster, we can start reaching out to them. 

  My goal is to resolve this as fast as possible. The resolution will be quick with a response from the insurance company. My hope would be that we can hear back from the adjuster and have a resolution the same day. 

• Initial Complaint

  Date:10/30/2023

  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.

  Way too much to list.... this has been an ongoing issue since we signed our contract, 2 years ago. They are very aware of the issue but keeps deflecting the responsibilities of the contract. We've made every single payment and on time. Our losses have reached the 10's of thousands at this point.

  

  Business Response

  Date: 11/03/2023

  Thanks for reaching out and we are happy to help troubleshoot your system. We had technicians out at your house on 10/25 and 11/1 to troubleshoot the down inverter. We updated the firmware and did a reset and repair of the system on 10/25 and got the system back up and running. 2 days later it failed again and we were back out on 11/1 and replaced damaged breaker connections and re-tightened other connections in a full system troubleshoot. The system was turned back on and has been working to its maximum capacity since. 
  
  As we discussed during your call, leading up to this we completed a reasonable level of monitoring of the system and there were no alerts, errors or issues on your system that would have required additional attention. There have not been any error notifications to your system to show that it wasnt working properly. 
  
  We have escalated your concern to SolarEdge so they can verify if the equipment is acting abnormally and warrants a replacement. We will keep you informed of what they say. 
  
  We will also continue to monitor your system to confirm that it is functioning as intended. 

• Initial Complaint

  Date:10/18/2023

  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 have been out of our home since Dec 25 of 2022. We keep getting excuses on why no one is able to finish the work necessary to move back in our home. Appliances that have been moved out in the garage are not covered up and are now destroyed. Contractors are using my garage as a workshop and smoke lounge. Paint, trim, bathroom, plumbing, kitchen and electrical are not done, nor do we have a tentative date of final repairs. All our belongings are still in a storage with no idea whats actual damaged. Our furniture was wet along with our possessions that were thrown into boxes. Id like a date of return to home as soon as possible.

  

  Business Response

  Date: 10/23/2023

  Hello , 
  I understand your frustration on your reconstruction project. Unfortunately, it took longer than normal for your insurance company to come to release initial fund to start your project and even as late as last month still have been going back and forth with final approvals. We have been in communication with your insurance company as well as your wife ******* on all material selections and install dates. As we discussed when we meet her onsite with the adjuster we have a tentative finish date of the beginning of November leaving enough time to return your personal property and reevaluate it for any future damage . Having limited space inside the home we did store the appliances in the garage as it would be safer than in the construction area. I did discuss the condition of the stove with ******* last week during our progress meeting to discuss further selections of materials. I informed her that if it is not cleanable that we would be happy to replace it . 
  Again I do apologize for the frustration you must have, it is our intention to return your home in better condition then it was pre-loss. We are committed to completing this project in the time frame discussed with ******* and adjuster. If you have any further questions or concerns please do not hesitate to reach out so we can address them. 

  
  Thank you,