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:06/26/2024

  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.

  June 14, 2024 Better Business Bureau ****************** We had Glennstone Roofing and Guttering (************************************************. ***********, *** *****) put 4 inch gutters on our home after we had a new metal roof installed.The man that came to do the estimate walked around the house and I told him we had two trouble spots and what had initially been done 23 years ago had not worked! I also told him that the back corner of the house needed a downspout by the screen porch in the corner. He said that since the gutters were going to be bigger, he thought that it would handle the water flow.They did the work in two days. I paid the $2243.75 with check number 1339 the day they finished.I called back the 3rd day because they did not attach a downspout to the unground drain tile in the front of the house. The gentleman did come out but was not happy about it and didnt apologize for the oversight.We had a few big rains and had the same problems in both our areas. I called the company back out and the original gentleman who had recommended everything came out again.He had to borrow a ladder because his must have fallen out of the truck on the way out and he laughed! My husband has taken off the worst of the problem because it was done just as it was originally on the house and only made things worse and the bigger gutter did NOT fix the problem by the screen porch. That corner continues to pour over the gutter in the corner.The gentleman said well, we will try to come up with something in the shop and left.I never heard from them again. I did give them a poor review on their site a few months later. I am frustrated. I have new gutters that dont work. I need these two areas fixed.Please advise.**** and ********************* **************************************************************************************** ************ I can send you pictures of the failures if you are interested!

  

  Business Response

  Date: 07/16/2024

  This was our response 6 months ago

  
  Dear ****,In response to your accusations:

  1.The roof facets in that area flow water to a valley that runs directly into the wall transition of the house, this is an architectural flaw that should have been addressed at the time of the construction of the home, 23 years ago.

  2.The siding that follows below that area has three siding joints staggered within less than an inch. According to ***********************, the siding joints should be staggered at a minimum of 24.

  3.It appears the brick faade under the area is improperly flashed.

  4.A gutter placed in that area with the type of gutter protection will only catch some of the water running off that roof. The remainder will run down the siding between the gutter and the house, or over the top of the gutter protection.

  5.We explained this to you when we agreed to do the job, and it was mutually decided that we would not install the gutter and downspout in this area at that time.

  6.Our crew called us to explain that you had approached them and requested the installation of gutter and a downspout in that area, amending the work order. (You were not charged for this addition.)

  7.Afterward, you called to complain about the gutter being ineffective.

  8.We explained what needed to be done at a minimum to help mitigate the issue, you chose to ignore that advice. I am truly sorry we are forced to respond this way.

  PS: You will be happy to know that someone called us later that day to say they had found ***** ladder, scratched, but otherwise safe and sound.

   

  The pictures show the house design.

  The roof flows water toward the house.

  There has been a metal roof installed in place of the composition shingles. The metal roof will flow water faster.

  The metal roof flashing was installed improperly, it should be behind the siding.

  Also, the siding is installed improperly, The end joints should be staggered to prevent leaks.

  The area where the siding meets the bricks should be flashed to shed water over the bricks, otherwise, water will flow behind them. 

  We completed the contract as written. We added an additional downspout free of charge. We explained the situation and our recommendations to help reduce water infiltration. Our recommendations were ignored. 

  Customer Answer

  Date: 07/18/2024

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