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:05/09/2024

  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.

  1.) We contracted with them to install new gutters. They installed them in late November 2023 for $3800. In January 2024 (6 weeks later) a large portion of the gutter fell off the house. They covered it in plastic and said they would be back to repair it. It has been exposed to the elements since then. They now want to charge me $4000 to fix it. 2.) Contractor did a large job rebuilding our house after burst pipes caused extensive damage. As part of the rebuild we got all new windows. One window was ordered the wrong size. they told us they reordered it an it would be in "soon." This was August/September 2023. They had already taken the trim off the window and discarded it. It is now May 2024 and they still have not provided the window, we were left with a drafty window all winter right off our bedroom, where my husband, who is fighting cancer, and I sleep. We paid them in full for the job even though there were a few details that needed to be fixed, including a ripped screen on a brand new window and cracked mouldings. They kept promising to come fix things and never did. We would like a refund of $1500 for the window, and a full refund of $3800 for the gutters.

  Business Response

  Date: 05/10/2024

  This complaint is nothing but a temper tantrum. The gutters ripped off originally because of ice dams caused by solar panels. We informed them that it would happen again if the area was not heat traced to avoid future ice damming. We were told they would address it later. They did not, and it happened again. This time some rafter tails were damaged, and the job was significantly larger than just replacing a section of gutter. We were going to do the job again for our cost, but we would need to be paid upfront when we showed up at her home with the stock for the job. The reason for this is an extremely erratic payment history. As far as the window is concerned you can see a zero credit /zero balance on the statement they provided. We did thousands of dollars' worth of good faith free labor on this job I am truly disappointed we could not resolve this. ****

  Customer Answer

  Date: 05/13/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This inaccurate response clearly show that **** does not communicate with his business partner.  The gutters had not fallen off, they were just in need of replacement.  We hired them to replace the gutters and install gutter guards for $3,800.  The job was completed on November 28 (without the gutter guards).  They were paid in full with the assurance they would come back and put in the gutter guards which never happened.  Six (6) weeks later on January 8, the gutter on the back of the house fell of due to snow. At that point they explained that we should get heat trace.  Two weeks later they covered the area in plastic and have not been back since.  All I was looking for was for them to repair that one section, understanding that I may need to heat trace in the future. They now want to charge me $4,000, more than the entire job, to fix one section.

  
  Regarding he window, I had held back $1500 until the final window was installed.  In the final bill he submitted to me, there were several items I was either overcharged for or had already paid under previous invoices.  He decided to call it a wash but there was a clear understanding that the window had already been ordered and they planned to install it when it came in.  (see the text from two weeks later saying it would be in soon.)

  
  Regarding the extremely erratic payment history, the remodel they did for us was due to burst pipes so it was paid mostly by insurance.  ********************* made the check out to the bank and the bank disbursed the funds to me at pre-arranged intervals.  I wrote them checks as soon as I got the funds in every case.   My mistake was paying in full before the job was done.  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business Response

  Date: 06/12/2024

  response to ******** ******************* craftsman custom builders / the gutter did not just fall off the house a 12 foot section came disconnected from facia board due to an ice **** (very heavy ) from the solar panels above pulled away prior to starting work i told ***** about installing heat traces first to avoid ice dams because of how close the panels were to edge of roof