Complaints
This profile includes complaints for Glacier Roofing and Exteriors's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/06/2024
Type: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 March of 2022 my family had their roof replaced by Glacier.The roof FAILED inspection by the City of Coeur d' Alene due to code violations and the permit expired.On 09/09/2023 I spoke with **** at Glacier who stated he is aware of the situation and will take care of it.On 09/06/2024 I contacted the City just to make sure everything was taken care of. I was told that the roof failed the *********** Shield and that Glacier has been unresponsive. Also learned that there are now fees involved and this has been Recorded with the City. According to the City, "Glacier did NOT fix what needed to be taken care of". I am now concerned that the money spent by my family to "upgrade" the roof was not taken care of either.
Business Response
Date: 09/24/2024
****** and ****,
I want to express my heartfelt apologies for the oversight regarding your issue. We take full responsibility for the lapse in our service, and Im truly sorry that this happened.
A recent change in our team led to your concern falling through the cracks, and I completely understand how disappointing this must be for you.Its never our intention to let our customers down, and Im genuinely sorry for all the frustration this has caused.
We are committed to correcting this mistake and ensuring that it doesnt happen again.Your trust is important to us, and we are working diligently to resolve your issue as quickly as possible.
Sincerely,
**** *******
Owner/President
Initial Complaint
Date:10/06/2022
Type: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.
The roof was completed around September 10, 2021. In the spring of ********************************************************************************************** September, once up on the roof, I noticed the broken siding board had been previously broken and an attempt had been made to fix it with a black roofing substance. The siding was new as of the previous year and I believe this half shot fix was done by the roofers. This really didn't bother me but what I found in the gutters did. Our house has hundreds of feet of gutters. The drip edge was installed without removing the gutters as stated in the quote and in the contract we engaged into with Glacier. A lot of the drip edge was cut and shoved over the gutter hangers. See photos below. Some areas it was done so poorly you can see the facia board and into the soffit area. In a few places the drip edge and shingles "float" above the roof deck as though the entire roof above the roof deck has heaved. Whatever the cause, the shingles, underlayment, and drip edge doesn't lay flat to the roof deck in some areas. The other half of the roof's drip edge has been screwed through in various degrees pinching the drip edge. This is poor/incorrect craftsmanship and not what we were quoted. Screen shots below show ********************** cell number and him admitting to the shoddy work. I began reaching out to *********************** on September 8th. I have yet to actually speak with him. His cell mailbox is usually full but I have been able to leave messages about half the time. On September 16th he said he would be out on September 20th between 1pm-3pm. He never showed up, and never called or texted. I gave him a full week to contact me before I called him and when I did his voicemail was full. Two weeks past his no show, I sent him a text asking him what's the plan. No reply. His lack of communication and the fact that he didn't show up as he said he would, coupled with the poor work has lead me to filing this compliant.Business Response
Date: 10/26/2022
Tell us why here...we are working with the client to resolve their issues and concernsCustomer Answer
Date: 10/27/2022
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,
****** And *******************************
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