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:09/23/2024

  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.

  Ironside repaired our flat roof in our condo in 2018 and provided us with a 7 year warranty. We have had issues with leaking from the roof right from the start and Ironside did come back to try and address the issue but it never resolved the leaking. We have been trying them to come back out to address the roof since the leaks have gotten much worse and the roof is now all soft everywhere. They periodically reply to text and say they will come out and address it but then never show up and we never hear back from them, Our expectation is the roof be fixed since its under warranty. This is the worst service (not to mention the quality) of work every experienced. Since this is a condo board and its tenants must have the roof addressed as the garage (where the roof is on top of) is completely wet after a rainfall. We have communicated many times with Ironside (the owner *****) - Attaching the messages via text to this complaint along with the warranty. Any help would be very helpful as I am representing the building as part of the board.

  Business Response

  Date: 09/24/2024

  We were out there 2 years ago and fixed areas in question under warranty. The areas that are leaking now are not part of the roof we replaced its in the corners where new tuckpointing meets existing tuck pointing/*****. We completed extensive water tests on new roof over garage and could not duplicate leak. The leak we did detect is the areas on parapet walls where it attaches to main building. This area is not under the roof warranty. We have explained that this is a building design issues and due to settling as the garage is a separate structure attached and most masonry on building has issues The seams in those corners need to be addressed but with movement this problem may continue to happen over time. We are willing to try to find a remedy but we have made many attempts in assisting and performed onsite inspections on roof installed and it did not leak. This may need to be something additional that needs to be addressed that was done during initial building construction, similar to window mantles we had to charge for 2 years ago that were leaking on existing building that was not part of our initial work. 

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22324059
  
  I am rejecting this response because:
  This complaint (Re: ID # ******** ) is not closed in my eyes.  I just saw the response from Ironside and it makes no sense.  Here is our boards updated message.
  
  I do not understand the statement of  "fixed areas in question" under warranty.  The roof is under warranty.  There are cracks, soft spot all on the roof, that has nothing to do with what was addressed previously.  Whatever was done previously might have worked or may not have worked so when you came out 2 years ago and couldn't replicate the leak means nothing right now because the roof is still under warranty and its a mess currently.  It has caused damage to cars in the garage and it feels dangerous to walk on.  We would expect the roof to be inspected since its under warranty.  As for the statement of a remedy, no one has come out to inspect the roof for two years.  Our roof is damaged.  That is under warranty.  We expect an inspection and a resolution/remedy.
  Sincerely,
  
  Clybourn Association

  Business Response

  Date: 11/12/2024

  We will be contacting building management to schedule inspection to determine source of leak and recommend remedy to fix issue as location of leak is in an area where work was completed and  connects to existing portion of building that no work was performed on. Area in question is 2 separate structures that connect. 
  

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22324059
  
  I am rejecting this response because:

  we still havent heard from the business as they suggested they would and do not want this complaint to be closed   In case there is no resolution 

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

• Initial Complaint

  Date:12/21/2022

  Type:Product 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 home suffered a large loss due to fire. I was referred to Ironside through my insurance to give me an estimate and contracted with them to complete the repairs. ***** the owner accepted the job in February 2022 and agreed to have the repairs completed by November 2022. He offered sky lights from a previous job he didnt use as well as in-house financing because my job would be more expensive and I agreed. They removed the content but never completed the demolition of home or had any inspections scheduled. Ironside installed said skylights but they were not included in the blueprint or framed out so essentially theyre useless. They put in new windows and a new roof on a frame that is still burned and need to be replaced. Adding insult to injury they left the house unattended for two to three months and due to water not being completely shut off, the basement was completely submerged in water. I reached out and sent photos of the ******+ gallons of water on Friday Dec 2 and he said he was calling the plumber and never responded again. I had to purchase a generator and pump the water out myself. The work that was done was incorrect and not inspected. *** asked him repeatedly since August for updates and I have gotten nothing. ***** took a total of $83,000 for repairs and did not make the repairs agreed upon and wont return the remaining money. I have been following up and reaching out for a month now and he wont answer phone calls or text messages.

  Business Response

  Date: 05/24/2023

  Homeowner had claim opened for almost a year before we were involved. We then meet insured, and it took a few months for her to decide on if they were using us or another contactor. She decided to use us then wanted changes to house so we had to get an architect involved due to homeowner changes and village code requirements. We then had to wait months for the village to approve plans. Once approved we started repairs. During repairs, any delays were communicated with homeowner due to; codes, village approval, architect approval and we also had some staffing shortages and sub-contactor delays due to the nationwide labor shortage. As of 4 months ago homeowner requested a breakdown of what has been completed to date. We supplied her with all invoices for what was completed and what we paid out. She then advised she will be moving forward with another contactor. Once detailed invoicing was supplied it showed there is still a balance owed to our company. Homeowner said she is not paying it. We have had no communication since and feel it’s best to amicably part ways as she has already had another contractor do repairs.