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:09/27/2024

  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.

  The company installed glass patio doors for me in July 2024. The doors arrived damaged and the company reimbursed me $500.But, in addition, the workers completely broke the jambs and plaster around the doors when installing them. The company representative could not fix this defect, he could only paint over the scratches and potholes. Although under the terms of the contract the company was obligated to fully compensate for the damage. I had to pay $300 to another company to remove the damaged stucco, apply a new layer of stucco and paint the damaged areas. I provided Guardian with an invoice for the work done, pictures of the walls before the walls were installed and after the installation (with evidence of the damage done). In addition, a representative company ***** saw all of this in person and confirmed that he was unable to repair these defects. Despite all the evidence Guardian has refused to compensate me for the damage.I am now preparing a lawsuit for the Florida Small Claims Court and I am making a last ditch effort to get Guardian to voluntarily compensate me for the proven damages.

  

  Business Response

  Date: 10/04/2024

  Thank you for bringing this matter to our attention. We apologize for the inconvenience and frustration you've experienced with the installation of the glass patio doors.
  When our team was made aware of the issues, we took immediate steps to address the damage by reimbursing you $500 to account for the initial inconvenience. We also attempted repairs onsite to the best of our ability. However, we understand that these efforts did not meet your expectations, and we acknowledge the additional work you had to arrange for the stucco and paint repairs.

  
  We have reviewed the invoice you provided, along with the photos and feedback from our representative. While we strive to resolve every situation fairly, we must also follow our internal policies and guidelines for compensation. In this case, we believe the initial reimbursement was a reasonable effort to rectify the situation. Nonetheless, we remain open to further discussion to explore a potential resolution.

  
  Our goal is to ensure customer satisfaction, and we genuinely regret that this issue has not been resolved to your satisfaction. Please feel free to reach out directly so we can discuss this matter in more detail and work towards a mutually agreeable solution.

  Customer Answer

  Date: 10/20/2024

   
  Complaint: 22350762
  
  I am rejecting this response because: This is a formal answer. I was paid $500 compensation for the defective doors. No one compensated me for the damage to the walls.
  
  Sincerely,
  
  ********* Pobolyelov

  

  Business Response

  Date: 11/01/2024

  We have done everything in our power to rectify this situation, including reimbursing the homeowner $500 in good faith. This is what was agreed upon.

  We strive to please everyone, and we built our entire business around this fact, but unfortunately there are times when this is possible. For more details on the actions weve taken please review initial response.

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22350762
  
  I am rejecting this response because:

  A $500 compensation was offered to the company for selling me defective doors with signs of damage. This compensation was offered long before it became clear that the company would not be able to repair the damage done to the walls during installation. At the time the $500 compensation was agreed upon, it was not yet known that the walls could not be repaired, so this simply could not be discussed and could not be included in the $500. This is additional damage that the company refuses to compensate for. Although I paid money for the wall repair and have proof of this (and photo and video proof of the damage too). 
  
  Sincerely,

  
  ********* Pobolyelov

• Initial Complaint

  Date:09/24/2024

  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.

  On 6/17/2024 ****** ********* entered into a verbal agreement with ****** ****** who works for GUARDIAD IMPACT WINDOWS AND ROOFING. the deal was to remove and replace rotten wood on the roof remove 16 rotten beams and replace them on the carport and utility room after they got his second check they stopped the job and told him they weren't replacing the beam this is a text from the sectary attached if they weren't supposed to change all the beams how did she Know about it and was it a hold up from the job being completed so I inquire about the problem of them leaving rotten wood they tell me they're not gone to replace it the police get involved they won't give the money back and the inside of the house caved in today there is so I have much more recordings with the proof. I cant up load them.

  

  Business Response

  Date: 09/26/2024

  Someone will be there today to measure your beams in the roof. You need to understand nothing else can be done until the structure is taken care of. Please do not correspond thru this number moving forward. You can reach me at the office. The number is ********************. This is my personal number and I will not tolerate the verbal abuse. Thank you

  
  

  Note: received  from.**** ***** 9/6/2024 at 10:29am

  

  Business Response

  Date: 10/04/2024

  This project has encountered some unexpected challenges. Initially, a dispute arose over a structural support beam, which unfortunately escalated beyond what we could have anticipated, leading to threats, attempted theft, and police involvement.

  
  The customers roof was in poor condition, and they had paid for up to 45 sheets of plywood, 150 feet of fascia, and up to 100 feet of rafter repair. Despite this, Guardian Impact Windows and Roofing went above and beyond, providing extensive repairs that far exceeded the contract terms. In total, 356 feet of rafter repair was completed, showcasing our commitment to quality and customer satisfaction.

  
  During the project, the customer requested the replacement of a ******* structural support beam in the carport area. However, this work was outside the original contract and not within our companys scope of services. Upon informing the customer of this, the situation quickly escalated. The customer attempted to take possession of our dump trailer, stating they intended to sell it. Additionally, they made serious threats towards our installers, including statements of extreme violence. For the safety of our team, the police were contacted, and a formal report was filed.

  
  Following these events, the customer made further threats, including a plan to "storm our office" with friends and family. Considering the severity of these threats, our attorney advised us to step away from the project and issue a partial refund, allowing the customer to find another contractor to complete the remaining minor work.

  
  To clarify, the customer has paid $22,500 of the $25,000 contract. The bulk of the work has been completed, leaving only the final task of nailing down the shingles, which have already been paid for. A letter detailing the partial refund and the terms of contract termination was sent to the customer on September 25th. Unfortunately, we have yet to receive a signed response or any returned phone calls.
  Additionally, we must note that the customer has taken a number of our basic tools, which have not yet been returned.

  
  At Guardian Impact Windows and Roofing, our top priority is the safety and well-being of our staff and members. While we strive to go above and beyond for our customers, there are circumstances where we must prioritize the security of our team. We hope for a peaceful resolution and remain open to communication with the customer to finalize this matter.

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22330019
  
  

  It's been  open  like this since September 17th 2024 with plastic that the wind  blew  away. My thing why come to my house  as you can do the work  you should  have given my money back and let me figure  it out I didn't  hire  you to mange my money or lead a process I wanted  your company  I thought  was trusting  to do the work you had from June 17th  to 8 /28 to refund who are you I don't know you why you get to lie about  you ability  on my door  step I need a roof not a lieing hunter

   

  
  
  

  
  
  Sincerely,
  
  Trestea/****** ******/pennicott

  

  Business Response

  Date: 11/20/2024

  Upon commencement of roof replacement, it became apparent this home had a rotten structural beam. This home (not just the roof) now required structural engineering. We included additional wood in our contract due to the poor condition of the roof, but this immediately went from a roof replacement to a major safety concern.

  Upon hearing this the homeowner became irate. Pictures and an in-person explanation was given by management, along with the importance of addressing this issue before continuing work. Homeowners still only wanted us to continue and claimed we promised to fix this beam.
  

  At this point the homeowner mentioned their possession of firearms. We take the satisfaction of our homeowners very seriously, but we take the safety of our employees as paramount.

  When we attempted to leave the property the homeowners would not allow us to retrieve our tools and trailer under threat of violence. We had to call the police in order to retrieve these. Im not sending my employees back to a home where they dont feel safe, and Im waiving the final payment of this job as a courtesy. We wish the homeowners the best of luck, and strongly, strongly encourage them to take the safety of their home more seriously.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22330019
  
  I am rejecting this response because:
  
  Sincerely,
  
  Trestea/****** ******/pennicott

  This  company  activity  is dumb  to me there is noway for them to see I didn't  need to give them 22.5 to tell me the condition  of my house I got involved  with them because  they said they  can handle my job at this point they are rewriting  the same thing trying  to prolong. stole this man money I have my recordings  and pictures  text messages.Thank you BBB. You can't  stop liers.

  Customer Answer

  Date: 11/23/2024

  This company  is a disgrace  to the industry I didn't  give them22.5 to tell me about  my house I know the condition  of my house thats  not what  I payed them for the said they can fix my job not only did they not do the beam they hadn't  finished the roof and was moving  there rust torn up things ou my yard cause they weren't  intended  to finish  why are you removing  tools and hadn't nail the few pieces of ply wood onthe you half replaced  they were  planning  on running  like they did with this man money SHAMEFUL 

  Customer Answer

  Date: 12/13/2024

  The thing  the are being  dumb about  is they lied if you couldn't  do the work  should  have given the money back why start  on my roof We know  the conditions what make you so special  we give you money  to tell us the conditions you don't know us why u keep saying  what u gave you are stealing  the is you should  never took this man money from day one this beam was included  you keep  talking  about  fixing  the roof I wouldn't  trust you to bill a s*** house GIVE MY MONEY  BACK DISGRACE 

• Initial Complaint

  Date:08/30/2024

  Type:Sales and Advertising 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.

  Honestly,Where to begin. Here the last email I sent to them This is just 1 of 100 documents, chats, phone calls and runaround theyve given me.Please LET ME SHARE THE 200 photos outlining this and allow depositions to be collected. Well, this is BEYOND terrible news- super Disappointing and more delayseven though you were all on site last week fixing the slider that created a leak and hole in my garage, which is one of the many reasons the first inspection failed. Then, we have to wait another week for it to dry.then today (the day before inspection #2 is supposed to occur) you guys decide to look at the other windows and determined that four of them need to be completely redone!?!. So my house continues to be fully exposed- my three-year-old, baby and wife living in the chaos And this is absolutely absurd. Nothing else I can do except say OK and also responded to your email telling me that theyre going to come at nine thirtyish tomorrow morning. Running out of words at this point and feel terribly inconvenienced, not to mention embarrassed by the sloppy job done the first time that warranted almost an entire restart the second time around. Honestly - regardless of the size of this project, I dont think Ive ever had a more disappointing and frustrating Customer service/product experience in my life. This is not how good business is done. Ive never had more lip service and bs from the words were going to fix it or well get it done, than this experience. what actions will you ensure to finish up this painful experience so we can finish up this project and move on? Seriously, do right by your customer.

  

  Business Response

  Date: 09/18/2024

  We are writing in response to the complaint submitted by Mr. **** ****** concerning his project with Guardian Impact Windows & Roofing LLC.
  At Guardian Impact Windows & Roofing LLC, we are dedicated to delivering exceptional service and top-quality workmanship to all our clients. The project for Mr. ****** involved the installation of impact windows, a task we approached with the utmost care and professionalism due to its importance for the safety and comfort of his home.
  We are pleased to report that the project has been fully completed in accordance with the terms and specifications outlined in our contractual agreement with Mr. ******* Our team worked diligently to ensure that every aspect of the installation met the highest industry standards. Throughout the project, we promptly addressed any concerns that arose, taking immediate action to resolve them efficiently. This proactive approach reflects our commitment to customer satisfaction and our dedication to upholding the standards of excellence that define our company.
  All required inspections have been successfully passed, confirming that the work complies with all local building codes and regulations. This not only provides assurance of the quality and safety of the installation but also underscores our adherence to all legal and professional obligations.
  The project has been completed to both our and Mr. ******** satisfaction. We value the trust our clients place in us and strive to exceed their expectations in every project we undertake. By promptly addressing any issues and maintaining open communication, we ensured that the final outcome met the high standards we set for ourselves and that our clients expect.
  We appreciate Mr. ****** bringing his concerns to our attention. Feedback from our clients is invaluable as it helps us to continually improve our services and enhance the customer experience. Customer satisfaction is our highest priority, and we are committed to delivering quality results on every project.
  Should you require any additional information or have further questions regarding this matter, please do not hesitate to contact us. We are dedicated to maintaining transparency and upholding the standards expected by our customers and the community.

  Customer Answer

  Date: 09/19/2024

  This response is a cookie-cutter response and the only time they responded is when I had to proactively go out of my way and **** them down and hold them accountable for the work they promised they would do. They threatened to sue me within 24 hours of completing the project, all they cared about was getting through the minimum acceptable rates to pass test from the city that took them four times to come out and visit the house. Theres contracts and then theres verbal agreements and doing the job correctly- Id really like a little bit more time to figure out how I want to pursue or move forward with this, but I do not accept their response at this time. What sort of timeframe do I have? 

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22222167
  
  This response is a cookie-cutter response and the only time they responded is when I had to proactively go out of my way and **** them down and hold them accountable for the work they promised they would do. They threatened to sue me within 24 hours of completing the project, all they cared about was getting through the minimum acceptable rates to pass test from the city that took them four times to come out and visit the house. Theres contracts and then theres verbal agreements and doing the job correctly- Id really like a little bit more time to figure out how I want to pursue or move forward with this, but I do not accept their response at this time. What sort of timeframe do I have?
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 10/01/2024

  I had asked for a few days to evaluate the situation. They claim that they have finished, but theyre not they had to order another set of sliding doors that arent gonna be here for 30 to 45 days. I genuinely believe that if I proactively post and fight them that they may not deliver on it. 
  This company is a bunch of scumbags and I have never filed a complaint with the BBB before I asked for an extension so that I could see how they would handle it but instead they threatened to sue me at 8 PM the day they finished the inspection. May I please have the opportunity to discuss this with somebody on my phone ************

• Initial Complaint

  Date:08/08/2024

  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.

  New Metal Roof was install and they did not complete the work fully..I have email and call 3 of guardian employee several time....@ They did not replace 1 BEAM as promise by Sales Person ( *******************************)@ Above front door and Back door the WATER DIVERTED not install.@ All 4 to 5 Corner underneath the Roof when Facial wood been refaced they damage part of all the corner which not fixed and All facial wood replace has NO CAULKING all around.@ the Flat Roof End not Glue completely.@

  

  Business Response

  Date: 08/15/2024

  We worked with the client to figure  out the miss understanding. Took the steps to completely correct  all his issues and he is now very happy. He removed his bad review from ****** and proclaims to do the same for the BBB. 

• Initial Complaint

  Date:07/29/2024

  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.

  In November of 2023 we hired this company to install impact windows and a metal roof on our home. Little did we know that it was soon to become a disaster. Everything and anything you can think of went wrong. It was Murphys law full effect. Mainly to blame on the incompetence of the office staff ****** and *******. They are clueless about what they are doing to the point where the had the inspector come out to my home to see a job that wasnt even started yet. But it doesnt end there. The second time around, she forgot to place the documents required in the folder for the inspector. Again, clueless! So after the inspector coming out twice unnecessarily, the third time he realized that the roofing guys had skimped us out on some metal. They swept it under the rug as if they measured wrong mind you, we pay for the metal by the foot and they were pocketing approx 4 feet by 15 feet worth of metal. When they were finished I couldnt even tell the roof was done. It honestly looked worse than when they started. It was so sloppy we ended up having to complain about it which in the end they never fixed. My mistake was letting them start on the windows after seeing the disaster they were. But, we had already paid for them, IN CASH!!!! $48,000 for both windows and roof, for a job that looks like was done as a DIY project. The crew that came to install the windows broke the stucco, the dry wall, the window ***** and when we pointed it out to them they acted like they did nothing. Again we took pictures and send the to the corporate office. NOTHING was done. Instead they refused to install a window which we had agreed on the contract that they would install and never came back to fix any of the other stuff they broke. But the icing on the cake was when I recieved a letter from the county stating that the permits were not closed yet! A job yeah was supposed to be closed 3 months ago! And when brought to their attention we got ignored.

  

  Business Response

  Date: 08/05/2024

  In most roofing and window projects, the primary challenge often arises from homeowners' lack of familiarity with the process. Since this is not an everyday task for them, they may feel confused about the steps involved and the scope of work required. At Guardian, we handle and install ***** projects annually, consistently maintaining a 5-star rating, with less than 1% of projects encountering issues. Nevertheless, the nature of this industry means there will occasionally be dissatisfied customers, often due to unrealistic expectations.
  
  It is essential to clarify that it is impossible to compromise on roofing materials. The roof area is precisely measured in square feet, and the materials are ordered accordingly. Any shortfall in coverage would not only result in a failed inspectionwhich was not the case herebut also cause leaks during rainfall, which has also not occurred.
  In this particular case, the customer is dissatisfied because we declined to install a window he purchased from a 3rd party that does not fit the designated openingit is oversized by approximately one inch. For a concrete block opening, such a discrepancy is significant. We offered the homeowner the option to acquire the correct size window, which we would install at no additional charge. However, this solution was not satisfactory to him. The customer insists on installing an improperly sized window in the existing concrete opening, a request we cannot accommodate due to safety and quality standards.
  
  As a responsible and reputable company, Guardian is committed to providing high-quality service and accurate information, which sometimes involves addressing and correcting unrealistic customer expectations. In this instance, we have acted in the best interests of the customer by refusing to install an unsuitable window. Our communication has been clear and consistent: once the correct window is obtained, we are ready to proceed with the installation. We even offered to assist in sourcing the appropriate window at cost. We believe we have fulfilled our obligations and taken all reasonable steps to resolve the situation professionally and ethically.
  We remain committed to assisting this customer and are dedicated to achieving a satisfactory resolution. Our team is prepared to continue offering support and ensuring that the project is completed to the highest standards of quality and safety.