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:06/11/2025

  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.

  Gutterhawk replaced my roof on 1/18/2024. They provided no pictures either before or after, and no documentation needed for my insurance company, and still have not to this day. My roof has been leaking for months, with repeated phone calls to the business. I was lied to and told it was repaired without my presence, again with nothing in writing. When I request a phone call, I get an email with an estimate instead of fixing the problem. Also, I have dogs and would have to take a day off work to be home, which would be fine, if they were polite and honest. The lady on the phone is nice, but she is either told to lie or in on the scam. I have a leaky new roof that has been fully paid.

  Customer Answer

  Date: 06/11/2025

  They sent me an email on 6.10 after me calling them on 6.9.

  Business Response

  Date: 06/11/2025

  We originally installed her roof in January 2024, Pulled permit 1/16/2024, Certificate of Completion from the city was issued 2/7/2024. Customer then called July 2024 asking for paperwork for her insurance company and inquired about a wind mitigation report. I sent her what info she was requesting. She then contacted Gutterhawk the second time around March 2025 saying she was experiencing a small leak around the chimney area of her roof. We sent the estimator out March 11, 2025 to address the issue. We sent her a proposal and verbally told her that we would come back out and apply some roofing bull around the chimney area at NO CHARGE. We did so not even a week later. She had asked the office again to send her paperwork for her insurance company. So we sent the requested information to her again March 20, 2025. She has now contacted us asking for us to give her an estimate to remove her chimney, so we have sent our estimator back out to the property and sent her the estimate she had requested. She had mentioned to the office multiple times that she worked 9-5 everyday and was not able to take off work to meet anyone and that it was ok for us to just go and do the estimate but to make sure we kept the gate shut because she has dogs. I'm sure there was a few other details about this situation that I have not mentioned, but it seems that she is upset that we did not send her photos and she would have liked a little more communication from the estimator. Because there was a lot of communication between her and the office. There was NO SCAM, NO ONE WAS LYING TO HER. If there is any other questions you may have for us, we are totally open to answering them. Please let us know. ************.  

  Customer Answer

  Date: 06/11/2025

  That is all true. However, my roof is still leaking the exact same way, they still don't call me and don't pick up other than the office lady who is only a go between. They have not in any way repaired or changed the new roof, either don't provide or don't have photos, and made more effort in this communication than ever have with me. Their multiple negative ****** reviews mirror my experience exactly. My optimum outcome would be a truly repaired roof, with photos, rather than arguments and debates.

  Customer Answer

  Date: 06/11/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:That is all true. However, my roof is still leaking the exact same way, they still don't call me and don't pick up other than the office lady who is only a go between. They have not in any way repaired or changed the new roof, either don't provide or don't have photos, and made more effort in this communication than ever have with me. Their multiple negative ****** reviews mirror my experience exactly. My optimum outcome would be a truly repaired roof, with photos, rather than arguments and debates.

  Regards,

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

  Customer Answer

  Date: 06/11/2025

  I have many emails from my insurance company that the documents they sent do not adequately describe the scope of work for insurance purposes. Also as a customer, I am very uncomfortable with the absence of a specific receipt as well as a thorough description.  I have no idea if the sheeting was damaged, replaced, rotted, reusable etc. How many sheets, replacement shingles, any information. 

  Customer Answer

  Date: 06/12/2025

  Good morning,

  As you can see, the only documents submitted are from the city of Tallahassee, and not Gutterhawk.  My insurance company needs documents from Gutterhawk describing the actual work, and photos, and so do I.  Also, there was a retaliatory phone call at my work yesterday, questioning why I would report them, instead of fixing the leak.  I would have liked chimney removal, proper paperwork and photos, responsive and courteous customer service, and a new roof that has been paid in full with no leaks. Yesterday, was spent trying to confuse the issue, rather than focusing on one main issue which is fixing the leak.  I can see they are incapable of the rest of the list.  But I insist on the leaks being fixed and proper paperwork for the insurance company.  I have innumerable emails from my insurance company stating repeatedly that their paperwork is not suffice, and I agree wholeheartedly.  Unless they are fixing the leak, they have no business calling me, and especially at my job.  Also, I see they disliked the word lying and scam.  I am having a roof inspector to my house today because Gutterhawk has asserted over the phone many times that a substance called "bull" has been applied. The inspector will be able to verify this.  That will take care of the use of the word lying.  As far as scam, if they don't intend to do complete work for complete pay, then I invite them to choose a better term.  I inquired about chimney removal as a way to galvanize them into action, but I certainly never signed a consent that it was okay to leak around the chimney, or that there were parts of the roof that were okay to neglect in a full replacement.  The woman who answers the phone, with no photos and doesn't do the work, said something on my roof was rusty, and tried to charge me for fixing the leaks.  The part is ten dollars, not rusty which will be photographed today, and the inspector is also going in my attic to verify that all the layers underneath have also been replaced.  Also, they only send foreigners to do the work, who can't speak English and therefore aren't able to discuss the job.  Please forgive this disjointed narrative, I'm at work, rushed, upset etc.

  Thank you for your help,

  Business Response

  Date: 06/12/2025

  I have attached a copy of our Terms and Conditions, our Workmanship Warranty and the customers Paid Invoice where it shows a scope of work. We have had multiple different insurance companies accept this as "description of work". I have not personally seen any of the emails from her insurance company stating that it was not sufficient enough. It is also my understanding that Mrs. ********* no longer has a policy with this insurance company, as stated in past emails from her explaining her frustrations with them.   I have also attached a copy of 2 different estimates that were provided and verbally explained to the customer giving our professional opinion on what is needed to be done. I am not sure what else I can provide. I am willing to offer the customer some sort of discount for these services for the simple fact that our company only wants to achieve customer satisfaction resulting from this. If you have any questions again, please feel free to ask. ************

  Business Response

  Date: 06/12/2025

  I have attached a copy of our Terms and Conditions, our Workmanship Warranty and the customers Paid Invoice where it shows a scope of work. We have had multiple different insurance companies accept this as "description of work". I have not personally seen any of the emails from her insurance company stating that it was not sufficient enough. It is also my understanding that Mrs. ********* no longer has a policy with this insurance company, as stated in past emails from her explaining her frustrations with them.   I have also attached a copy of 2 different estimates that were provided and verbally explained to the customer giving our professional opinion on what is needed to be done. I am not sure what else I can provide. I am willing to offer the customer some sort of discount for these services for the simple fact that our company only wants to achieve customer satisfaction resulting from this. If you have any questions again, please feel free to ask. ************