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:08/28/2023

  Type:Order 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 signed a contract with CT Gutters to do our roof on July 25, 2023. Began work July 28th. Prior to the contract signing I was given a proposal that stated the exact Metal and Color I wanted used on the roof. In the contract, it was specified that Underlayment would be High Temp Ice and Water Membrane-neccessary for metal roofs. I also inquired with CT gutters via email and asked if they used SubContractors-they replied No. They did hire a SubContractor, they did not have a foreman on cite for the work, they had a 12 year old boy climbing up onto the roof without a harness. In fact-no workers used protective measures. They did not use the metal specified in the proposal. The metal they claimed to use was very shiny and a different color. Frank H******* claimed "He could not get the metal I wanted." I called the company and they confirmed to me that the metal I wanted was in stock and fully available. Frank did not consult with me on the change of metal which was completely different. His crew did not use the Underlayment specified in the contract and necessary for metal roofs. The unskilled workers were unsupervised. The metal they did put on the roof was scratched and dented. You could see this from the panels strewn about all over the yard, from the ground looking up at the installed roof, and by account of a third party roofer. We tried to course correct the disaster on all accounts and were not satisfied with the quality of work or the metal which they claimed "Would lose it's "Shine" over time. We have asked for our deposit back and were willing to pay for materials that we are able to use. H******* and his Subcontractor proceeded to supply us with Invoices that are dated AFTER the halting of the project-which was August 2nd. They provided us with invoices for August 3rd. They couldn't provide us with invoices with the correct dates for anything except the screws. We believe they originally were taking material from another job cite.

  

  Business Response

  Date: 09/15/2023

  To whom it may concern,

  Thanks for the ability to respond here.  We actively communicate with all our clients and immediately attempt to resolve conflicts. After I was unable to resolve this conflict with Mrs. *******, we retained legal counsel to respond to Mrs. *******’s attorney. We remain committed to a reasonable resolution to this matter.

  The home improvement contract is attached, it includes the proposal referenced in the complaint (two versions; the fully executed version and a truncated, highlighted version that calls out terms and conditions referenced in this response). We agree it specifies NS-100 2 Bead Rib Standing Seam Aluminum Roof System in Matte Black. Line #3 in our ‘General Terms and Conditions’ within the same executed contract also stipulates “All material provided under this contract shall be as designated, unless otherwise specified. Contractor may, in its discretion, change or substitute any materials in the work, hereunder.” Mrs. ******* communicated concerns with the quality of the installation of the roof. I inspected the roof and our company offered to replace the installation with all new materials formed on-site to minimize handling. High temperature ice and water membrane was installed as indicated in the photographs. In an attempt to address Mrs. *******’s concerns with color variation I offered that we would use the base metal manufacturer of her choice on the reinstallation. Mrs. ******* requested that we continue to use the same ********* coils of metal initially installed. After the job progressed again Mrs. ******* terminated the contract. After requesting permission, we installed tarps to offer temporary weather protection to the portions of the roof that were incomplete. We undertook this as a courtesy and at no fee.

  Regarding the use of sub-contractors, we are proud to use licensed and insured associate sub-contractors who have experience adequate to deliver quality and have comprehensive safety protocols. Our subcontractors regularly provide metal fabrication, specialized labor, dumpster service, and product specific installation. This is provided in Line #14 of the contract General Terms and Conditions and was clearly communicated to Mrs. ******* by email.

  Our employees and subcontractors observe lawful, safe, and efficient trade practices including the use of fall protection gear when appropriate. I have attached mine/our safety training certifications to this email. The public domain, including our website and social media presence demonstrate a consistent pattern of proper safety gear use. I understand Mrs. ******* is upset, and our business would like to resolve this conflict. Regrettably unfounded accusations of this nature have been a common theme throughout the contract period.

  I also understand that Mrs. ******* has a right to change her mind on the type, profile, and color of roof that she has installed on her home. We are happy to help our clients navigate change orders efficiently. In some cases, change orders introduced late in the process result in substantial incurred costs. Those costs need to be met by the client, not the contractor. Again referring to our General Terms and Conditions in the executed contract, line #14 provides “purchaser recognizes that this contract involves custom made equipment (the roof panels) and, therefore; if Purchaser cancels the contract for any reason, other that by the terms of this contract, Contractor’s default, or statute, Purchaser(s) shall pay the Contractor a sum of money equal to thirty-five (35%) percent of the contract price or the amount of the deposit, if greater, which amount is hereby agreed to be paid as liquidated damages without proof of loss or damage.” Through legal counsel we have offered a settlement substantially more generous than that provided in our contract. We remain committed to a resolution to this matter.

  Customer Answer

  Date: 09/18/2023

  
  Complaint: ********
  
  We are rejecting this response because:

  We specifically asked CT Gutters if they subcontracted their work.  They clearly mislead that they do not.  I have attached that email. 

  Frank H******* did not supervise this project from day one, nor did Alex M*******the Sub Frank H******* used after misleading us that he did not use subs. The workmanship was terrible.  They even had a 12 year old unharnessed boy (son of one of the workers) climbing onto our roof.  The workers walked all over the new metal roof and it is dented and scratched.  The "transporting" of the metal roof from another job cite was not done well and the roofing panels were dented and scratched prior to being put on the roof.  Alex M****** accepted fault for this.  Furthermore-the roof has been installed incorrectly with nails and metal coiling showing under the new roof in addition to the scratches and dents.  This poor workmanship has been confirmed by a third party roofer.  They left our home in terrible condition with nails and debris everywhere each day. 

  This is a violation of section 1. of the General terms of the Contract. "All work done under this contract shall be done in a good workmanlike manner and in accordance with building codes.  Contractor shall remove all debris resulting from work done hereunder and leave work areas in "broom clean" condition upon completion. 

  CT Gutters and his chosen Sub-Alex M****** DID NOT oversee their workers. 

  CT Gutters and his chosen Sub-Alex M****** violated Sections 2 and 3 of the contract.

  They did not use the proper underlay as specified in the contract and as is required for Metal Roofing.  The only reason I became aware of this-a Third Party Roofer inspected and let me know.  They THEN corrected the "mistake".  For someone doing roofs for 15 years who is supposedly overseeing a project "Every step of the way-"?  The underlay they did use before being caught in their Bait and Switch antics melts under metal roofing. 

  3.  "Contractor may, in its discretion change or substitute any materials in the work hereunder, provided all substituted materials shall be of equal kind and quality."  The Metal that they "Switched to" without my knowledge or consent is not of equal kind.  It is a completely different sheen and color.  I was told that the shine would "Go away" when they installed the roof correctly, with Alex on cite cutting the metal on cite.  This did not occur.  It was still shiny.  I was told, "That will go away with time."  They did not get written consent-any modification to the contract which changes the cost, materials work to be performed must be in writing and signed by both parties.  Item 20 of the Contract.  They did not do this. 

  We have tried to settle with Ct Gutters and *** ****.  We have tried to ask them for a fair amount for labor and dumpster fees.  We do not feel we should pay for materials we can not use that are damaged and not the metal we were quoted that had the exact aesthetic look we wanted. They have proceeded to provide inflated receipts that do not have dates that even line up with our project.  They sent materials from another job cite-hoping they could pawn off materials from another job cite that were both, the wrong materials (wrong underlay and not what is specified in the contract) and wrong metal (not the metal quoted in the proposal).  They needed to provide a sample of the new metal and get in writing that we were willing to switch. 

  They also lied and said the reason for the switch from ******* Matte Black to ********* was the wait time on *******.  They claimed it was 2 1/2 months.  I called the company-it was one week.  Lastly, they should have asked before they made the switch, gotten permission in writing.  They did not have skilled workers on cite and when they did have the owner of the company-*** **** on cite-it was an attempt to correct the poor workmanship, damaged materials, and improper underlay.  That was one day.   We are asking that the companies act with integrity, accept their mistakes.  We will cover labor and dumpster fees.  We do not want to pay for material we can not use and did not ask for that is not like kind.  

  We have felt misled and lied to from he beginning for all the reasons stated above.  We have pictures and third party roof inspection that verifies all of the above.  If we do have to go to litigation, we have been informed by our lawyer that we are entitled to compensation for the additional expense that the new contract is compared to the contract price to have a roof complete as well as lawyers fees.  I have text message trails of Alex M****** blaming Frank H*******.  Alex M****** said he has received no money from H******* and that he is the one that is out of pocket for all materials.  He told us that he could use most of the materials except the scratched and dented metal and that he was out $3,000-5,000.  Neither company are acting with integrity and taking responsibility for their mistakes.  I think it is a shame that people can't trust companies like these that make false claims and promises and then pretend to be honorable.  They never should have used a Sub and not been completely upfront.  They absolutely should have had a proper foreman on cite.  They absolutely should never have put the wrong underlay or different metal on the roof and lastly, Children should not be climbing onto steep roofs. 

  Our lawyer has told us that if we proceed with Litigation, by law, we are entitled to compensation above our deposit to bridge the difference of what we now have to pay to have the roof done as well as our lawyers fees.  The roof quote we have is 120,000.  Ct Gutters was 96,000.  That is an increase of 24,000 plus lawyers fees.  We would be seeking, 67,000 plus lawyers fees.  Our deposit plus the additional cost due to undue what these companies have done to our roof.  Both men claim to be men of integrity.  We are still waiting to see that.  

  
  Sincerely,
  
  ******** And **** *******

  

  Business Response

  Date: 09/30/2023

  These customer comments do not appear to contain new or verifiable claims. Despite our recommendations to the contrary, having received authorization to install underlayment on existing construction without verification of attic framing, insulation, or ventilation, we proceeded. At that time we offered to install customer’s metal of choice in excess of our contract requirements. Copies of emails regarding underlayment and the choice of metal are attached.
  
  When we recognized there was a dispute with the client we attempted to resolve all concerns on site, then through counsel, and now through the Better Business Bureau. Litigation is a highly structured and transparent form of dispute resolution. While litigation can be inefficient, the process ensures that claims are verifiable, they are subject to review by a neutral third party with substantial experience and relevant legal training to resolve contract disputes.
  
  In no case will this organization abandon a job, client, or make anything short of a good faith effort to resolve a reasonable dispute. Our position remains we have exceeded State of *********** Building Codes, contract terms, and are open to reasonable settlement offers or a litigation based dispute resolution.
  
  Legal counsel has recommended an abbreviated response to this customer comment based on the threats of litigation included.

   

  *PLEASE FIND 9 EMAILS FROM THE *******S IN A ZIP FILE AND TWO WARRANTY DOCS REFERENCED IN THIS CORRESPONDENCE ATTACHED HERE

  Best,

  Francis J. H*******

  Customer Answer

  Date: 10/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  This is simply not true: 

  "These customer comments do not appear to contain new or verifiable claims. Despite our recommendations to the contrary, having received authorization to install underlayment on existing construction without verification of attic framing, insulation, or ventilation, we proceeded. At that time we offered to install customer’s metal of choice in excess of our contract requirements. Copies of emails regarding underlayment and the choice of metal are attached."

  My Claims are verifiable and we have 4 roofing experts that can provide evidence of poor workmanship, use of materials not specified in contract.  This company switched metals without our consent.  Then the metal they claimed to be putting on the roof came into question is still being investigated by the Metal company ********* Metals that they claim they were using.  

  The color and sheen of the roof are not what I discussed with their salesperson.  In fact I specified what metal I wanted EXACTLY because it was on our neighbor's roof.  It could not be more clear.  This company switched underlay (cheaper version) it was only once caught and noticed that they corrected this.  They switched metal without permission claiming that the metal was "like kind".  It was not.  They then claimed that they would install it "better" and I wouldn't see the "shine" or dents etc.  They also claimed the "Shine would go away with time".   Their salesperson verified attic, insulation etc. They said they would use High Temp and they tried to substitute a cheaper material.  Also-Alex M****** specifically recommended High Temp to be used on the entire roof as metal roofs can melt other underlay. This is a common practice.  No other roofer that inspected our roof recommended NOT doing this.  They ALL confirmed that they use HIGH TEMP underlay for metal roofs.  Something this company tried to get away with not doing before being caught and being forced to correct.  It was stated in the contract that they would use High Temp underlay.  No where was it stated that they would not or that they would only use it in some places. 

  
  Sincerely,
  
  ******** And **** *******