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:11/22/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Nov 14, 2024, I was given an estimate to install a vapor barrier under my mobile home by *** from Guardian Vapor Barrier. *** told me the benefits of using this company included the fact that they use encapsulated insulation which provides an added layer of protection against moisture. He told me that non-encapsulated fiberglass insulation gets wet and can cause problems/mold/odors. He also told me that they also use a spray-in foam insulation around ducts and pipes to completely seal this barrier against all moisture. These points are printed on the contract/estimate. The installer ended up only doing half the job and wanted more money to finish despite my showing him measurements on the contract which matched the entire trailer. I did not pay him and he did not finish. I then realized they did not use encapsulated insulation as promised on the estimate. The plastic barrier is sagging and the regular insulation is sticking out exposed to the elements. I called and spoke with *** on Nov 15 and then ***** (owner) on Nov 16. ***** admitted they used the wrong insulation because they ran out of encapsulated with the next shipment not due in until Jan. I told him I should have been informed as this could have waited. I showed him photos of the shoddy work (no sealing around ducts, wrong insulation, sagging barrier). I told him I want this improper insulation removed NOW before it starts to mold the underside of my floors and causes odors and damage. He refused and said he fired the workers and would send another guy out to fix the quality issues which would take 10 min. But he refuses to remove the improper insulation. This is not acceptable. This insulation type is not what was in the estimate and is potentially harmful to my trailer. I want it taken down now. I have tried to work with them for a week now but they wont answer my calls since that initial call. If mold grows before they get it down, they will need to pay to treat that or to replace the floors.

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November 2023, my water heater flooded part of my house. The insurance adjuster said I needed to replace the flooring under the area of the flood. While waiting for the paperwork and finding someone to repair the various damage in and out of the house, I began having rats in my house! I found Guardian Vapor Barrier, who would repair the floor under the house, but once I explained the rat issue, the salesperson said putting in a complete barrier would guarantee that rats would not be able to get in my house. So instead of fixing my dry walls and flooring, I was convinced it was best to pay the extra thousands of dollars to keep rats out of my house. But, I am still getting a lot of rats in my house. When I called the office, *****, tried to make me think it was not their fault, he was insulting and trying to get out of their responsibility. I made an appointment for an inspection but they never showed up. I need help letting them know this is their responsibility or they can refund the part of the money used to do the barrier.

  Business Response

  Date: 06/05/2024

   To whom it may concern,

   

   

          The customer in question ***************************** was sold a full vapor barrier. The job was done on 11-8-23, in most cases sealing the underbelly prevents rodents from entering the house. We would be happy to inspect the underbelly to in sure their are no areas of vapor barrier that were compromised. Being in this business for 13 yrs we have dealt with a lot of pest control companies. There are 3 variety of rats in ******* that  i know of. The rodents can fit thru holes that are the size of a dime. Most pest control companies say they can enter from the roof line or behind vinyl siding in some cases. We will call ****************** today to try and set up a time and day that works for her so we can inspect the job and make sure everything is good. Typically this is a pest control issue and their is obviously a colony somewhere in the neighborhood, where the rats are originating from. We did try and contact her to confirm/change appt. for inspection but never got a call back. Until we got this complaint, we assumed she had resolved the problem, since we never heard back from her. My manager just now called her but she was walking into a meeting and she said she would call us back. 

• Initial Complaint

  Date:10/03/2023

  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.

  June 1st was the date that my husband paid $2,664.00 with the understanding that they would be finishing the work on the subfloors. We were also going to have them do the vapor barrier, but after dealing with them on the floors, we told them their services were not needed for the vapor barrier. We did have water under the house, and we have had another company encapsulate the entire crawl space. I have asked repeatedly for Guardian to come and fix the floors and they tell me the issue is due to water under the house. The first time they came, they brought the wrong wood. The second day they came, they did not finish and were here a couple of hours. On June 1st they said the rest of the work would be done from under the house. Several other times they came to remove water and did not have their own tools, used ours, and left after 2 hours having done nothing. They came around the end of June and did some more work inside and left with the floor creaking. We called and they came back and put more screws and nails, but did not fix any of the problem areas. In fact, they left screws sticking up, cracks between the boards, and screws dropped in the cracks. That can present another issue if the s**** falls and punctures the vapor barrier. My husband has called the owner, I have an email trail that I have sent with my requests which can be provided, and we have asked for a supervisor to come and inspect the workmanship. A supervisor has not come as of this date. I am requesting that they complete the job in a satisfactory manner: no soft spots, no creaking, screws properly secured etc., or refund my money. I have communicated this to them and even gave them plenty of opportunities to resolve the problem with them knowing that I would contact you. Besides the numerous phone calls, they have been emailed on 7/25, 8/31, 9/10, and 9/27.

  Business Response

  Date: 10/26/2023

  We at Guardian strive on customer satisfaction. In this case its been a struggle between talking with Mr and ******************. From the very beginning of contract signed Guardian was and has been very upfront about the concerns of having a massive amount of water under their home. We couldnt stress enough how important it is to have under the home dry because mobile homes are built with press boards as floors. When press boards get moisture they are guaranteed to swell, rot, and become so soft that the home owners could fall through the floor. We had went above and beyond to help out this home on the Rahillys budget and even took a financial loss on this job. We at GVB have talked to both Mr and ****************** and they would tell us different things each time. He would say one thing and she would say another so it put our office and management in major confusion. We have made several attempts to contact both Mr and ****************** to try and work with them on a solution seeing theres so much standing water under the home. Let me note this home is not common of any of the thousands of homes we have completed with zero issues. I believe GVB was as transparent as possible on the importance of the standing water and the damage that is created from it. At GVB there was zero neglect and we did as we said we would and expressed from day one how damaging standing water is from underneath a mobile home. So between Mr and ****************** informing us of multiple different issues after us sending multiple crews on GVB money We chalked it up as a loss and thats after many attempts to try to help them out. 

• Initial Complaint

  Date:08/14/2023

  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.

  4-27-2023 Guardian Vapor Barrier installed a new Barrier under our mobile home. I paid $10953.00 for this service. 5 men were under in and out of our home doing this work for 4 hours. After they left I noticed our skirting around our Mobilhome was falling down. I called the office and told them the problem and in a few days they sent someone out to fix it. A few days later I noticed it was falling down again. It appears that while they were working on the barrier underneath our home they messed ************ the. Skirting sets in. I have called numorous times and they made several appointments to come out to fix the problem and never showed up. Now they won't even respond to my calls. My 80 yr old husband is ill and on Hospice and cannot address this issue. We need help before the park issues us a letter.

  Business Response

  Date: 08/28/2023

  To whom it may concern, 
  

      We were contracted to rip out all the insulation underneath ********************** home. And then contracted to reseal her underbelly her vapor barrier. We have to be provided access to get ***** home in order to remove all the insulation. The siding on one side of her home Has settled and she has an erosion issue that has lowered the earth give or take around 3 inches below grade over the years. Ive sent several crews there. They put wood underneath the siding to try to lift it to grade. It is still not high enough at 2 inches raised.  This was a pre-existing issue. Theres no way that our guys moved three or four wheelbarrels worth of earth from underneath her siding to make a drop like that. In order for us to fulfill our contract, we have to open up the siding in order to get the material out. Im still working with the customer to try to get it resolved , but fixing and bringing in loads of dirt is not on our contract and fixing the siding that we did not damage in any way shape or form is not on our original contract. I was in touch with ****** this morning and she sent me pictures I forwarded you the picture so you can see theres about 12 inches of earth. Theres no grass growing on it next to her home , the only way to explain that is that its a rodent underneath her house, and the earth is shifting. That or she sprays chemicals next to the house which doesnt allow the grass to grow which is allowing erosion. Im still working with her to try to get it resolved. Please touch base with us if you have any questions . 

• Initial Complaint

  Date:02/21/2023

  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.

  Damage to my property. Broke my Toilet during removal and needed it to be replaced. *** standard work quality and ethics. The water inlet pipe for my toilet was routed under the home originally and came up from the floor at the shut off. Upon completion of work the pipe is wedged between the bath tub and the new flooring and dangles behind the toilet and looks awful and very poor workmanship. The restroom floor was written as 5x5 and the actual repair area done was 3x3 the remaining area was not replaced and is not matching height and will require further repair to make it able to be finished. The 5x5 area was to include the hallway area (which would have made it 5x5) and the estimator only wrote restroom. When brought to their attention the became confrontational and refused further repair. Did not attempt to contact estimator to clarify the issue. When I pointed out these issues to the ******* he responded by becoming confrontational and called me curse names in Spanish "Bendejo" to be exact.

  Business Response

  Date: 10/26/2023

  We are not sure why ************* would file a complaint because we did approximately $6,000 worth of extra work and material for his home. He had mentioned during the job that the ****************** was paying for his home to be fixed from a loan fund of some sort and that he was in dire need of help. Our company is family owned and operated and we are very compassionate about our role in this industry so we decided to go above and beyond the amount that ********** approved him for. We rebuilt the back half of Mr ****** ******************* though out the whole back half of his home and never asked for an extra *****. Free of charge. ************* seemed happy with our generous donation at the time we were there doing the extra work for him. We are always grateful to be a blessing to our community. It would be our wish and goal for ************* to look at the work performed and the amount of money we saved him as a blessing and hopefully he will remove any and all negativity towards Guardian Vapor Barrier. 
     Thank you and God Bless

  Guardian Vapor Barrier Family