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:05/05/2025

  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.

  Guardian calls me several times a week. Sometimes twice in a day. I've asked repeatedly to be removed from *** call list. Please ask them to stop calling me.

  

  Business Response

  Date: 05/08/2025

  For some reason this homeowner appeared in our system numerous times so we unknowingly called her repeatedly. We apologize for any inconvenience.

• Initial Complaint

  Date:04/17/2025

  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.

  I applied for a free quote with Guardian Impact roofing in mid-2024. I have received phone calls from their sales department on a bi-weekly basis. I have requested multiple times for them to remove me from their call list and I immediately get hung up on. I call back to request to be removed and they tell me that they are removing me but within ***** hours i get yet another call. this has to stop. At this point there is no way/shape/form I would ever do any business with Guardian.

  

  Business Response

  Date: 05/14/2025

  Due to a technical issue Where this homeowner appeared multiple times in our database, they have received many more phone calls then indented. We have removed him from the system and he will not receive any additional phone calls

• Initial Complaint

  Date:04/08/2025

  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.

  Im reporting an unresolved roof leak after your recent replacement. Despite multiple visits, the issue persists and caused interior damage. I request urgent repair or Ill take further action.

  

  Business Response

  Date: 04/11/2025

  This roof has a drain and the structure of the roof does not pitch toward this drain. As a courtesy we are coordinating with a plumber to ensure the customer is satisfied 

  Customer Answer

  Date: 04/24/2025

  The company has come several times and claims that the issue has been resolved. However, there hasnt been any rainfall since then, so Im not yet able to confirm whether the problem has truly been fixed. As for the interior damages, they mentioned they would take care of the repairs.  I hope that will happen!

  Thank you for your follow up

  Customer Answer

  Date: 04/25/2025

   
  Better Business Bureau:
  
  

  The company has come several times and claims that the issue has been resolved. However, there hasnt been any rainfall since then, so Im not yet able to confirm whether the problem has truly been fixed. As for the interior damages, they mentioned they would take care of the repairs.  I hope that will happen!

  Thank you for your follow up

  
  Sincerely,
  
  **** **********

  Customer Answer

  Date: 05/10/2025

  Hi,

  I am writing to formally file a complaint against a roofing company (Guardian impact windows & roofing) that recently performed a roof replacement on our property.
  After the company completed the work, we experienced a leak. Initially, they claimed the issue was due to unsealed windows, and we told them we would take care of that ourselves. However, after their inspection, they have now shifted blame and are saying the problem is due to a faulty drain, and they are demanding additional payment to fix it.
  We explained that prior to the roof replacement, we had no issues with drainage or leaks of any kind. The problems only began after their work on the roof. Despite this, the company is refusing to take responsibility for the damage or to correct the issue at their own expense.
  Their change in explanation and refusal to stand by their previous statement (regarding the unsealed windows) raises serious concerns about their accountability and the quality of their service. We are currently unable to afford further repair costs, and we believe the damage is a direct result of their poor workmanship.
  We respectfully ask for BBBs assistance in resolving this matter and holding the company accountable for their actions.

  Thank you

  Customer Answer

  Date: 06/20/2025

  Thank you for following up. We have no knowledge of the condition or design of the drain. If there was an issue with it, why wasnt it repaired earlier before it caused this much interior damage?
  
  

• Initial Complaint

  Date:03/22/2025

  Type:Order 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.

  On or about April 15, 2024, I entered into a contract with Guardian Impact Windows & Roofing to install hurricane windows and doors at my residence. Partial installation occurred in August 2024; however, the project remains incomplete as of todays date.Multiple company representatives have visited my home to inspect and perform repairs on the installed windows and doors, yet no progress has been made to finalize the installation or close the related permits. Despite numerous attempts to contact the company via emails and certified letters requesting updates and completion timelines, I have received no responses or clear communication.I am currently attempting to sell my home, and this unresolved issue is delaying the sale process because open permits remain attached to the property. I request immediate action from Guardian Impact Windows & Roofing to complete the agreed-upon work and close all associated permits without further delay.

  

  Business Response

  Date: 04/11/2025

  There is much more to this project than described by homeowner, as this project js currently being handled with our legal team, but we are actively working to find a solution fair to both parties. 

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23103017
  
  I am rejecting this response because: 
  
  I don't have a way foward. I will ask again,  What does your company need from me in order to close the open permits and complete this project?

  I have no contact infomation from your "legal" person or team, as you stated 60+ days ago.

  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 05/14/2025

  This matter has been resolved with the homeowner and all parties are satisfied.

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23103017
  
  I do not accept the response made by the business to resolve this complaint. While I acknowledge that the business has made offers and taken some steps toward resolution, the project remains incomplete. My objective is to have the work fully completed and the offer they extended agreed to, with all proposed solutions executed as outlined. Until that occurs, I do not consider this matter resolved.
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 06/09/2025

  This issue has been resolved with Mr. ****

  Customer Answer

  Date: 06/11/2025

   
  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:03/08/2025

  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.

  The company came and removed the roof and replaced it with new roof.and left holes in wood boards not connected

  

  Business Response

  Date: 04/11/2025

  This job has passed final inspection.
  

  The main roof overhangs the carport roof by 6 feet. There is a portion of wood underneath that you are unable to access without disassembling the structure to change.

  As a courtesy we did our best to change this, and we attached plywood to make this more aesthetically pleasing. Homeowner seems satisfied with this solution. 

• Initial Complaint

  Date:02/11/2025

  Type:Product 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.

  In jan 2025 i called guardian impact windows, set appt for a free estimate, had to cancel same appt, got verification of the cancellation, said i would call them to reschedule. Since that time i have received 2-3 calls a day from guardian. Twice i requested they take my name off theirblistbof people to call, still the calls came, the ladtbone was 6:30 thisspast sunday night. They are harrassing me anddi want it to stop. Please help

  

  Business Response

  Date: 02/20/2025

  Due to user error or a technical glitch, this homeowner's information was duplicated several times in our computer system. This was what was responsible for the complaint and the issue has been corrected.

• Initial Complaint

  Date:01/20/2025

  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.

  I regret to say that my experience with Guardian Roofing was far from satisfactory. Although the work on replacing my roof was acceptable, the customer service was lacking. Initially, the sales representative, ********* ****** (whose card states he is a Project Manager), was prompt and thorough in explaining the contractual agreement. However, once we decided to use their services, he ghosted us. Multiple attempts to reach him during the process were met only with calls from their office manager.The roof work was completed to standard, but the overall experience was riddled by poor customer service. The crew contracted by ***************************************** for the roof demolition drove a dump truck loaded with debris onto my travertine driveway and sidewalk, causing over $7,000 in damages. Despite several attempts to resolve the issue, the office manager referred to the Terms and Conditions of the contract, stating that they were not responsible for any damages to the building structure. I found it hard to believe that the driveway and sidewalk were considered part of the building structure, but this seemed to be their way of avoiding responsibility. I advised them to be careful and provided photos and video evidence showing everything was intact before they started.Efforts to resolve the matter through state and city authorities were unhelpful, as they deemed it civil. Attempts to obtain Guardian Roofing's insurance information to file a claim were ignored, leaving me with no *********** very cautious when contracting this roofing company. After considering over eight roofing companies, we chose Guardian Roofing because they offered the best warranty. However, given the difficulty in resolving a claim, I am concerned about how their warranty service will be in the future. I generally avoid writing negative reviews, but this issue has had a significant financial impact on my family after investing so much in the roof replacement.

  

  Business Response

  Date: 02/04/2025

  Regretfully we are unable to remedy a situation which arose from the homeowner selecting a low-end, frail marble for their driveway. This is outlined in our contract. Im also attaching a screenshot from one of the homeowners where they admit that we did take additional precautions. 
  
  We strive to satisfy every customer, but in this case we simply cant buy the homeowner a new driveway.

  Customer Answer

  Date: 02/19/2025

  Complaint: 22836775
  
  Im rejecting Guardian Roofings response because theyre misrepresenting my complaint and avoiding responsibility for the damage their subcontractor caused.
  
  First off, I never asked them to replace my entire driveway. My issue is that their crew failed to take basic precautions when driving a fully loaded dump truck off my driveway and sidewalk, leading to $5,000 - $7,000 in damages.
  
  Key Points:
  1. Blaming the Driveway Material is a Weak Excuse
  They claim my driveway is made of low-end, frail marble. Thats falseits travertine pavers, which are widely used for driveways.
  I told them I had repaired my driveway a year ago and even provided photo proof that everything was in perfect condition before they started work.
  My driveway has handled multiple trucks and vehicles without any issues before.

  2. The Damage Was 100% Preventable
  The dump truck carrying roof debris drove off my driveway, causing severe cracks and damage several rows inthis wasnt just a minor issue.
  Instead of using boards or another precaution, they took the easiest route and caused thousands of dollars in damage.

  3. Sidewalk Damage Proves Negligence
  On top of my driveway, the truck damaged about 20 feet of the sidewalk, which makes it clear they werent careful at all.

  4. Their Contract Clause is Just an Excuse to Avoid Paying
  I understand that landscaping and minor wear and tear can happen during a roofing job, but major damage to a driveway and public sidewalk shouldnt just be dismissed.
  Their contract seems to be set up to let them off the hook for any damage, no matter how careless they are.
  
  What Im Asking For
  
  Im not being unreasonableI just want Guardian Roofing to take responsibility. They can either:
  1. Pay for the driveway and sidewalk repairs, or
  2. Give me their insurance information so I can file a claim.
  
  How they handle this makes me question how theyd honor their so-called great warranty in the future.
  
  I appreciate the BBBs help in pushing for a fair resolution.

  Respectfully, 

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

  C: ************

  

  Business Response

  Date: 02/20/2025

  7. Guardian Impact Windows & Roofing shall not be liable for, and Buyer hereby waives any claims it may have against Guardian Impact
  Windows & Roofing for damage caused to any property of Buyer, including but not limited to: cables, cameras, solar panels, vents, fiber
  optic lines, steam lines, gas lines, conduits, electric, plumbing and HVAC. Buyer shall fully inform and disclose to Guardian Impact Windows
  & Roofing the existence of any such equipment prior to the start of the work.

  

  Business Response

  Date: 02/20/2025

  7. Guardian Impact Windows & Roofing shall not be liable for, and Buyer hereby waives any claims it may have against Guardian Impact
  Windows & Roofing for damage caused to any property of Buyer, including but not limited to: cables, cameras, solar panels, vents, fiber
  optic lines, steam lines, gas lines, conduits, electric, plumbing and HVAC. Buyer shall fully inform and disclose to Guardian Impact Windows
  & Roofing the existence of any such equipment prior to the start of the work.

  

  Business Response

  Date: 02/21/2025

  7. Guardian Impact Windows & Roofing shall not be liable for, and Buyer hereby waives any claims it may have against Guardian Impact
  Windows & Roofing for damage caused to any property of Buyer, including but not limited to: cables, cameras, solar panels, vents, fiber
  optic lines, steam lines, gas lines, conduits, electric, plumbing and HVAC. Buyer shall fully inform and disclose to Guardian Impact Windows
  & Roofing the existence of any such equipment prior to the start of the work.

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22836775
  
  I am rejecting this response because the clause provided by Guardian Impact Windows & Roofing makes no mention of driveways or sidewalks. The listed exclusions pertain specifically to cables, cameras, solar panels, vents, and various utility lines, but do not extend to structural components such as driveways and sidewalks.
  
  If Guardian Impact Windows & Roofings position is that they are not liable for any damage beyond what is explicitly stated in the clause, then that would imply they could potentially damage any part of a propertyincluding major structural elementswithout accountability. Such an interpretation would be unreasonable and contradict the general principles of fair business practices and responsibility in workmanship.
  
  Please take this into consideration as we continue to seek a resolution to this matter. I look forward to your response.
  
  Respectfully,
  
  ****** ******
  C: ************
  

• Initial Complaint

  Date:12/11/2024

  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.

  On 06/07/24, I signed a contract with Guardian Impact Windows and Roofing. They delivered on 11/21/24, 2 windows, ***** frame with withe caulking... One screen damaged... The big problem is that they installed the wrong door and they are forcing me to agree. The door opens from left to right instead as it was before, right to left. I had given them another check of $3,880.40 that I cancelled when I realized that the door was not the one I ordered. I was waiting for the city inspector to deliberate on the case, but he never showed up! Last Friday, Dec. 6th, someone from this Co. came to review the job. For the windows and the screen, no problems, he was going to schedule the crew the next Monday, as for the patio door, he said that he was going to find a solution but he needed the $3,880.40 check right now because I was in breach of contract as the merchandise has been delivered. I replied, you delivered the wrong door and I cannot give you this check! He left, I would say:"unhappy" and threatened me to lien my house! An hour later, me someone called, very rude, and later this evening. I received this email giving me 3 days to pay the whole amount of the contract $5,820.60 or they would file the copy of the lien attached to the email. I don't like conflicts, my boyfriend passed few months ago and in April, I will turn 80. I need help to deal with that kind of abuse. If you think that I will need an attorney, I would appreciate a recommendation. Thank you, Sincerely, ***** ****** ************

  

  Business Response

  Date: 02/20/2025

  This job was completed to the exact specifications of the signed contract. This job is currently in the process of being resolved in legal.

• Initial Complaint

  Date:11/11/2024

  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.

  Complete negligence! I entered into a roof replacement agreement end of June 2024. Part of stipulations in the agreement was to temporarily repair a new leak while waiting for the roof replacement project to commence. I was misled in them stating that the work was repaired (after I kept needing to follow up with them to have the repair scheduled). After I followed up that the stain seemed to becoming more prevalent and wanting them to reconfirm the repairs were appropriately completed, there was a three day major rain event over Labor Day Weekend and the ceiling caved in; exposing existing mold. I provided them pictures and proposals to remediate and they wouldn't respond. I then had to spend the money to remediate and provided them a solution to either reimburse me by check or to provide me with a change order reducing the roof replacement cost by the same amount. The company refused to contact me. After a few weeks of trying and following up with three different parties in the company, I had to hire an Attorney. I provided all of the pictures and historical log of texts, phone calls and emails supporting detail. MY Attorney subsequently agreed there was a case of negligence and submitted to Guardian a demand letter. It has been three weeks and still no response from Guardian. I afforded them numerous opportunities, with facts and information, to do what's right and resolve the matter, but they've instead decided to ignore. Their actions, and lack of reactions, are not indicative of a trustworthy company. It's a shame that I initially spent so much time in researching companies, started off with a great experience, then only to feel pigeon-holed with them holding me handcuffed with my large deposit for the roof replacement.

  

  Business Response

  Date: 12/12/2024

  We do our absolute best to provide customers exceptional service, but we simply cannot be responsible for a roof leak that has occurred long, long before we've even begun installation.

  This is why our contract states, "Guardian Impact Windows & Roofing is not responsible for any interior damages that occur between the time this contract is signed and beginning of installation; including if a roof is tarped or any repairs are made."

  Customer Answer

  Date: 12/18/2024

  Hello,

  This is in response to the business' reply:

  Their pointing to a stipulation within the agreement defraying responsibility of potential leaks, and assumption of a long-standing leak, is irrelevant to the fact that I was mislead in believing the leak was repaired.  There is a condition in the agreement that states they will repair the leak in question.  They then advised that the leak was repaired and it was not.  This was evidenced by preexisting photos of the ceiling provided to them and then post damage.  The initial photos indicate a very minor area with very minor staining on the ceiling.  The aftermath photos show the better part of the ceiling caved in from excessive leaking since going under contract and after the company confirmed to me that repairs were completed.  Evidence clearly provides my continuous follow up with the company to confirm repairs were completed, as contractually agreed upon, and they were not; which would speak to, at least, negligence.  This ultimately led to significant damage and repairs for which I want reimbursement.  I also afforded the company an opportunity to initially remedy the problem themselves, or to approve a proposal, and they chose not to.  

  To resolve the matter, I am willing to deduct the mold testing costs from the total reimbursement request and remove negative reviews/complaints filed.  As I've stated before, I am open to receiving a check for reimbursement or a change order to the agreement.

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22540024
  
  

  Hello,

  This is in response to the business' reply:

  Their pointing to a stipulation within the agreement defraying responsibility of potential leaks, and assumption of a long-standing leak, is irrelevant to the fact that I was mislead in believing the leak was repaired.  There is a condition in the agreement that states they will repair the leak in question.  They then advised that the leak was repaired and it was not.  This was evidenced by preexisting photos of the ceiling provided to them and then post damage.  The initial photos indicate a very minor area with very minor staining on the ceiling.  The aftermath photos show the better part of the ceiling caved in from excessive leaking since going under contract and after the company confirmed to me that repairs were completed.  Evidence clearly provides my continuous follow up with the company to confirm repairs were completed, as contractually agreed upon, and they were not; which would speak to, at least, negligence.  This ultimately led to significant damage and repairs for which I want reimbursement.  I also afforded the company an opportunity to initially remedy the problem themselves, or to approve a proposal, and they chose not to.  

  To resolve the matter, I am willing to deduct the mold testing costs from the total reimbursement request and remove negative reviews/complaints filed.  As I've stated before, I am open to receiving a check for reimbursement or a change order to the agreement.

  
  
  Sincerely,
  
  ****** Rom

• Initial Complaint

  Date:10/01/2024

  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.

  On 06/04/ 2024 i signed a contract with guardian to replace my roof going back and fort with this company i i have tried to cancel by way of e mail a phone with no results the contact states if i do not cancel in 3 days have to give back any money i gave them since no money or service was provided And they are saying they are going to put a lean on my house Than you ******** *******

  

  Business Response

  Date: 10/04/2024

  Thank you for reaching out regarding your request to cancel the contract.

  
  As outlined in our agreement, our contracts become binding after the initial three-business-day cancellation period. Beyond this timeframe, Guardian Impact Windows and Roofing begins to allocate time, money, and resources to fulfill our commitment to the project. In your case, our team has been actively working on this contract for almost four months, ensuring that everything is in place to deliver the quality service you expect.

  
  We understand that circumstances can change, and while we are committed to providing the best possible outcome, it's important to recognize the investment that has already been made. We would be happy to discuss any concerns you may have and explore possible solutions moving forward. Please feel free to reach out, and we will do our best to assist.