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:07/18/2024

  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 father had paid to get his roof done he was 80 years old ****** the owner took advantage of him he never did the roof my father got walking nemonia and from this went into cardiac arrest because the roof was never done and there is mold in the house. My dad got a rural service lawyer but the case took to long and my father past away this july we never cancelled with them and they told the lawyer we did and also said they where going to put us at the end of the list my mother is still leaving there and she is 83 and has dementia we just need the money back to repair her roof it is unfurtunate that a company would act like this.

  Business Response

  Date: 07/18/2024

  we are very sorry to hear About their loss
  thing that I want to point out this homeowner was offered for us to tarp their roof so they wouldnt have any issues

  they refused even though we were only charging them, the cost of a tarp and the labor To put it up

  We told them the timeline that we had dealing with a hurricane we were extremely behind

  Less than two months we Received a phone call in which we thought was the one daughter that we have been dealing with and turns out it was not

  she stated That we are not going to do the roof because they are not willing to wait

  And that we needed to take them off the list and refund their money

  we explained to them that is not how it works. We are still on the timeline. As agreed-upon

  We did not understand why she was being so irate and threatening over the phone

  we explain to her if shes taking off the list for no reason then she breaches her contract as stated in the original paperwork signed

  Then we come to find almost  two months later when the others sister called us  The one that we have been dealing with She was requesting the timeline to get the job done

  We asked were lost due to the fact you canceled two months ago She said that mustve been her sister that called that we need to completely ignore her

  we told her we can put her back on the list but keep in mind now at this point we are averaging 8 1/2 to 12 1/2 weeks out

  they were not too happy about that

  so at no given time, did we do anything wrong?

  we tried to accommodate them in every way we could but it was almost impossible due to the complications with the one sister that canceled their contract

  if the one sister was that concerned about the roof leaking, she would not have denied a tarp being put on 

  especially when she was signed up in June 2023 and the hurricane came at the end of 2022

  That shows that house was leaking way before weve ever met them she is looking to put the blame where it does not belong

  her claims are 100% incorrect and faults 

   

   

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 22009291
  
  I am rejecting this response because: when ******************* at my fathers door steps the house had already a tarp that was installed by operation blue at that time they didnt need a tarp because it was not leaking, so they never offered a tarp because it already had one, he initially said that the roof will be done in six to twelve weeks the contarct was signed on June 8 2023, I did not call them until february of 2024 and I never cancel the contract because I new the urgency we had for my parents to get their roof, from June 8 2023 to february 2024 its was more than ************************************************************************************************************************************************************************** return any calls at this point we had to get a ***** Service lawyer by the name of  *********************** Email: ********************************  involved and a letter was sent in april 1st. We never breach our contract or cancelled this is something they are saying to get away with what they are doing, Im pretty sure my parent arent the only senior citizen that where scammed . The permits they took out with the county expired because they never handled there end of the contract and took longer then what they said. The roof started leaking afterward even with the Tarp because it was already old and we where still waiting for them to complete the work. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/25/2024

  In response
  The only thing that she has stated that is 100% true the house did have a tarp on it when we had it signed up by the sales rep

  The tarp also had tears in it, and At that time we offered our services to fix it till the roof was done

  They declined three times to be exact because they were not willing to pay for the labor and the material for the tarp

  as far as it goes for them canceling, the one sister presenting herself as the one that we were originally dealing with, which turns out it wasnt

  we have all the messages from her saved from her threatening and canceling 

  We told her twice that she was taken off the schedule due to her canceling once again
  and if she wants us to do it, she would have to be put back on the schedule unfortunately at that point 

  she was not willing to wait even though she is the one that canceled the contract

  my office stated to her unfortunately that is how it works. We cant just put you right back in. We would have to change our entire schedule. To accommodate her
  with as many clients as we have, we cannot do that

  as far as it goes, her saying no communication once again definitely not true. We have a program that tracks every single phone call and emails that comes in and goes out of our Office

  We have multiple notes on her file explaining everything to the T

  At this point, we are not willing to keep going back-and-forth with her

  Due to her consistently breaching her contract and us consistently given her the opportunity to do the right thing

  even after her, calling my office in an extremely threatening matter

   

   

   

• Initial Complaint

  Date:02/13/2024

  Type:Delivery 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.

  This company has failed to perform the services contracted for. G&S Coastal Roofing accepted a deposit of $5,485.00 (check # ****) on February 16th, 2023 to rebuild the carport destroyed by Hurricane ***. There has been absolutely NO communication from G&S Coastal Roofing since the contract was signed in February last year. G&S Coastal Roofing contracted to complete the work within **** weeks. I have made several attempts to contact them including the enclosed letter, dated February 3, ****. This letter was mailed "Certified, Return Receipt Requested" through the ************* *************** Multiple attempts were made by the **** to deliver the letter and acceptance was rejected by G&S Coastal Roofing. I want my deposit of $5,485.00 refunded immediately.

  Business Response

  Date: 02/13/2024

  In response to this homeowner
  As soon as my office was aware that the sales rep wrote on his contract 8 to 12 weeks

  We contacted him right away and explain to him that the sales rep ************** style="font-size: *****rem; -webkit-text-size-adjust: 100%;">incorrect before the storm even hit. We were averaging 16 weeks out.

  after the storm hit by the end of January we were averaging around six months out due to labor and availability of product. All of our homeowners were fully aware and notified of this. we even notified this homeowner multiple times about hiring new guys to do all our aluminum work Due to lack of labor

  this homeowner was explained to very thoroughly that we were extremely behind and if we dont get more labor soon it could run with what we have on the books 3 months past the original timeline of 4 to 6 months

  we were told by this homeowner just to keep him updated. We keep a digital file on every client that we have for quality control and on his file he has been contacted multiple times.

  We do understand the frustration of the delays The last thing we want to do is put a client off but unfortunately availability on product and labor force was a big problem after the hurricane hit

  every homeowner was made aware of the delays, and had the opportunity to cancel their contract at the time of notification

  And nobody was doing so because aluminum companies were an average of 6 to 8 months out

  also, this homeowner has been contacted by the general contractor that pull the permits, and builds the Carports for us

  As they told him, they will be given him a timeline for completion. His response to the general contractor was, I will have to think about it and He will get back to the Contractor and go from there

  Now that we are caught up, we do appreciate everybodys patience, and as stated before we completely understand the frustrations

  but we have a great company that we have teamed up with to get these done as soon as possible

   

   

   

   

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 April 18, 2023, we contracted G&S Coastal Roofing to make repairs to our carport and overhang. The quoted amount was $6000, and we paid a materials deposit of $2000 on that date. We were giving a timeline of *************************************************************************************************************************************** September we were told that work would begin in October. In early October we were told that work would begin on October 18th. After weekly, then bi-weekly phone messages asking for an update as to when work would begin, G&S Coastal Roofing no longer answers our phone calls nor email requests. On November 14th, 2023, a phone message and an email message was sent, requesting any kind of update correspondence. In both the phone message and the email, we stated that if we did not receive any type of response we would move forward with recouping our deposit and reporting G&S Coastal Roofing to the Better Business Bureau. At of today's date, November 17, 2023, we have not received any correspondence from G&S Coastal Roofing.

  Business Response

  Date: 11/20/2023

  Unfortunately, yes, we are behind
  Due to being understaffed

  We are literally paying double the going rate to get these done to help our clients out

  But we have a large list of them

  We understand homeowners frustrations, due to timelines

  but all of our homeowners were fully explained To that their timelines could go over three months past original anticipated timelines due to labor force

  all homeowners were notified less than a *********************************************************************** could be extremely delayed

  this is definitely something that we do not want for our clients?

  But in this industry, sometimes things happen unfortunately that are out of our control

  but we do assure and promise that we will be there soon due to we just hired three more crews

  Its very unfortunate a lot of people nowadays just dont want to work even when youre paying top dollar

  Once again, we are extremely sorry for delays. We are definitely not trying to cause or create. Any frustration.

  But we will definitely make it right for you

  thank you

  Customer Answer

  Date: 11/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: Up to this point we have tried to be very accommodating to the delays. We kept our follow up calls to once a month in July, August and September. In October we reached out twice. In November we began calling once a week. In most cases, when we left a message, the message was not returned. The few times we received any communication from G&S Coastal Roofing was when someone happened to answer the phone, but we were always told that "someone would get back to us", which never happened. We have also received a single email stating that "someone would get back to us", which never happened. The complete lack of communication removes any confidence in G&S Coastal Roofing that we may have had. While we were initially told that work would begin in 90 days, we understand that delays happen. We are now at well over 200 days since the contract was signed and still no work has been done, with no communication as to when it may begin, however long it takes. Also, we were never officially notified of any delay past 35 days as G&S Coastal Roofing claimed in their response. We have started the process with our bank to get our deposit refunded.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/15/2023

  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.

  We paid $6848 for down payment for lanai and carport March 19, 2023 which was destroyed by Hurricane ***. I have called several times and also stopped by the office October 23 2023 and all we get is promises but no set date to do the work. It has been 9 months and nothing done. We would like the money refunded or the work done ASAP!

  Business Response

  Date: 11/20/2023

  Good afternoon yes, unfortunately we are extremely behind and all of our homeowners were fully aware of this throughout our process
  The only reason that were behind is actually due to labor force

  All of our homeowners were notified of timelines that could go excessively when anticipated

  we completely understand the frustration that is not something that we want for our clients And our goal is to Make everything right for our homeowners

  We did just hire three new carport crews And all of our homeowners have been notified, but there is a process in putting everything together that was explained as well

  ************ Told us when we give him a delivery date he will take the bad review down

  being that weve been honest and upfront throughout the whole process, thats not quite fair to us

  now, if we dont do the job at that point, we do deserve a bad review

  his file is in process and will be started soon

  Customer Answer

  Date: 11/20/2023

   
  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,
  
  **************** all we wanted is to get the lanai and carport done in a timely fashion! If this will get done we will find this satisfactory.

• Initial Complaint

  Date:04/04/2023

  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.

  G&S H333**138333335363036H Roofing Dispute4/03/20** On 3/17/** G&S H333**138333335363036H Roofing,Inc. License # ********** charged me an additional $635.00 in addition to the contracted price on 12/14/2022 for replacing the roof on my residence at ****************************************************. The added charge was listed as Hand Load wherein the roofers/workers moved the roofing materials from my driveway to the roof. Prior to delivery owner ***************************** assured me that because I didn't have a blue tarp (compromised roof integrity) the supplies would be placed on my roof during delivery. On a follow-up call to *** Supplies (*********) in Hudson **, I was informed that all roofing material deliveries to ********** were ground deliveries and all the roofing contractors are aware of this fact. In addition to my home, ground deliveries from the same truck on behalf of G&S H333**138333335363036H were made to **** and **** Jade St on 3/6/**. Upon inquiry as to the overcharge ****** stated that he was simply passing on the loading cost to me that the roofers required from him. He had assured me prior that the roofers were his employees who worked directly for him and not sub-contractors. How can employees demand additional payment for hand loading (they are already getting a pre-determined salary). I paid the bill under protest to prevent any impact on my good credit or liens being place on my property. Upon inquiry I learned from the neighbors at **** and ************************************************************************************** their initial contracts.I find his practice deceptive and unprofessional and void of upfront transparency, denying me the opportunity of an informed decision going into the contract. I should be reimbursed for this overcharge. ****** claimed to be Licensed under ******************************* --Job ******* - ***************** Invoice # **** (G&S H333**138333335363036H), Job# ********-018, W/O# ******* Invoice # ******** (*** Supply)******************, Permit # **-00005077 (Permit Application 02/28/**)

  Business Response

  Date: 04/04/2023

  I would like to start by saying everything that ****************** has stated is correct in regards to timeline, and extra charges incurred. However there is quite a bit of clarification required. Firstly, we have no control over *** supply **** or what trucks they send and procedures to deliver the materials. If *** supply choses to ground drop the materials due to damage to the structure, or the truck they send (semi vs. knuckle boom or conveyor), all customers are informed that a hand load charge may be incurred. In addition, it may be the policy of the *** supply branch he spoke with, however I do not believe he contacted our branch. There are 2 *** supplies in ****** **, and to my knowledge there is not a ********* that works at our "home" branch. As ****************** states, several of his neighbors were on the same truck, which verifies *** supply sent a Semi-Truck to deliver those materials, which does not have the capacity to roof-load. Secondly, all of our roofers are direct employees and not subcontractors. Direct employee does not mean salaried. Roofers are paid piece rates depending on the work performed. This is standard practice nationwide. The charge we add for hand loading is the exact amount that our crews are paid for carrying the 65+lb bundles up a ladder and onto the roof. We make 0 profit from this charge. Lastly, speaking of "denial of opportunity" , I am saddened that this is the first time we have had a complaint or anything negative from ******************, and wish he would have reached out to ** directly before filing this complaint. 

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19890193
  
  I am rejecting this response because: Firstly, I stand corrected on the name of the agent at *** Supply, ***** **-19N, ****** ** *****- **************. (*** Invoice # ********) The agent's name was ******, I must have spoken to a ********* on a separate call/issue during the same time frame. This is by no means my first complaint as alluded to in G&S response. There were delays in starting the job from the promised 5-8 weeks to actual three months; material delivery was made without my being informed; roofers start working before daylight while I'm still sleeping and the overcharge for "Hand Load" that was not in the contract and I promptly brought it to ********************* attention (*******) when he gave me the final invoice. All these complaints were brought to ******'s attention to which he blamed all but the overcharge on his office failing to inform me on the issues cited above. It took numerous calls on my part to ****** to get the job completed. The check for my final invoice cleared my bank two days after payment, I have yet to receive a packet from G&S Roofing with my labor and material warranty documents; I've had that packet handed to me by other contractors on past jobs the moment they get their final payment. I stand by my convictions that this overcharge lacked upfront transparency and was not a part of the agreed upon amount and should be promptly refunded. In the interim I'll continue to voice my dis-satisfaction about ****** and G&S Coastal Roofing on all the social media review platforms and share the same with my neighbors. ****** and **** are the only two employees of G&S with whom I've had any interactions.

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