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:05/28/2024

  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.

  I entered a commitment last February with Giant to perform: (#1) a house siding job and (#2) to replace some doors and install skylights on February of the this year. They started #1 on or about April 12th and they completed it on or about April 24. They quoted a price for #1 and #2, and they were paid in full for #1 on April 29th. Before this payment, I was told they were going to repair the damages of #1 job when they returned to start #2 in 2 weeks. There has been no work started on #2.I found multiple errors in their invoices which had to be returned to be corrected causing delays to begin #2, this happened so much I started to suspect fraud. The last phone call/text I received from the Manager (*******************************) was May 13th and after contacting him repeatedly after that time he has not returned my calls or answer my texts to date; he even hung up on me without picking up the phone. The last phone call from the owner of the company ********************* was on May 14th where he said he would take care of the matter by contacting the supplier to make some minor corrections to their estimate and since that time he has ignored my calls and messages.At this point I made another call today to the owner advising him they had 10 days to finalize their work at my house, otherwise my lawyer will be contacting them to start litigation. I have been patient and honest with these people; they have a facade of being very nice, but in the end they do not deliver. Please do not hesitate to contact me at ************ or at **************** should you need to discuss further or need any type of documentation. Thank you.

  Business Response

  Date: 06/20/2024

  ********************* Signed a contract with us to install new siding , perform some roof work and do some extensive trim detail around the entrance.  We did in fact perform all of that work as outlined in our job scope, for the exact money outlined in our proposal in the timeframe we agreed upon.  He did in fact pay us in full.

  The second part of that project was never agreed upon.  ********************* had us quote it for option after option after option.  Changing the work scope from , making new openings in a ***** of his great room , adding specialty glass and windows . This scope was changed roughly 4 or 5 times.    From there, that idea was scrapped and it was changed to skylights.  First it was 6 roughly 46 inch skylights.  Then it was 4 of a different size skylights.  This went on for a few months.

  We did make very clear to ********************** on multiple occasions, that for us, there was some urgency to finalizing part 2. as our carpentry team was already quite booked and it would be difficult to move the team back to his project.

  In short I am unsure of where the "fraud" would be .  We asked for no money for part 2.  We logged many hours of admin work , quoting and requoting and changing things around.   After *** *************** posted this complaint and indeed threaten me with Lawyers I informed him i was not interested in furthering our working relationship.  

  We did indeed schedule a return visit to address any punch list items from our siding project.

  In closing I will say, we are a family business that is committed to driving a positive experience for all of our customers.   However we do need cooperation from our customers to make any project a success.  

   

  Customer Answer

  Date: 06/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  I have reviewed the response from Giant Siding & Windows (**************). While some portions of their response are true, certain ones are not fully transparent and will be addressed in this response.  The people involved in this matter were ********************* (Owner), ******************************* (Project Manager) and ********************* (Office Administrator).
  
  This was a slow-moving process to my being misled, as their behavior played out it revealed what the end game would be; I now feel more certain I was deceived by ******. ***** and ********. From our generational differences I entered this with complete trust on what had been said and committed in our job contract.  In short, they over promised to get a contract and be paid a retainer, but under delivered both in their verbal and written commitments to reach their goal.  
  
  Fact: As stated in ************** response perform some roof work was in the job scope. So, for him to say this work was in the job scope in our original contract is true.  Further  ************** has also stated The second part of the project was never agreed upon when in fact the installation of roof skylights was agreed upon by his own admission above.  
  
  Fact:  The deception started with Giant acquiring a town permit; I learned of this after filing my complaint with BBB.  I reviewed the situation with New Canaan Town Hall and became aware a permit was issued without including the Part 2 work agreed to after completion of the siding job. This began my suspicion something was wrong, and I started to reflect on what was said during my discussions with both ************** and *** ********* prior to agreeing to sign the contract and throughout the time their workmen were here performing the siding job.
  
  2A. Fiction: We (**************) did make it very clear to ************************ on multiple occasionssome urgency to finalizing part 2. This is simply not true!
  
  2B. Fact:  The only discussion I had with ******************** was Part 2 would begin two weeks after the siding job had been completed. However, I thought it curious within a  few days the dumpster was removed, then the porta potty and finally the materials I had purchased were taken away.  When I inquired why this was done, ******************** said these would be returned before Part 2 began. From this point on, ******************** would not return any of my phone calls or respond to my text messages.  The last conversation we had was on May 13th.  So, it is hard to believe he told me on multiple occasions of their sense of urgency. 
  
  
  3. Fact: I used the word fraud because of their behavior and multiple errors on their invoices. I would not sign invoices because they had to be returned to be revised, and this resulted in delays, as well as moving projects from the original job scope from Part 1 to Part 2. It is also true I had project ideas requiring revision, however from the beginning I was given the name of a supplier in ********* and left to finalize the details of the Part 2 project. Clearly the intent was to move unfinished projects from Part 1 to Part 2, since it was their intention not to return for Part 2 and then maintain radio silence presuming it would just all go away after I made the final payment.
  
  4A. Fiction: I (**************)  informed him I was not interested in furthering our working relationship.
  
  4B. Fact: On May 24th ************** and I had our last contact. Reviewing my documentation of this last text message ************** stated I believe you have terminated our working relationship.  He also stated happy to resolve your punchlist.  Through this message I asked "you (**************) have terminated this working relationship by your actions, I have not terminated anything, and you are having a difficult time just saying what you want to do. Yes, or no?
  
   By his response to BBB and to me, ************** has now terminated our working relationship, so I am not bound by our agreement. I will find another company to perform the punchlist and complete the job. At completion, I will then file a claim against Giant for the additional cost I have incurred to finish what his company abandoned.
  
  5A. Fiction: We (**************) did indeed schedule a return visit to address any punchlist items from our siding project.
  
  5B. Fact: This is indeed an example of what transpired throughout this relationship; lack of communication within the company, unfulfilled comments and distractions. Yes, I did receive a phone call from ************** on May 29th to advise me ******************** would be returning on June 8th to address the punchlist which I had submitted on May 28th. On June 8th, we were at the house all day, we received no call to re-schedule, and he was a no show. 
  
  6. Fiction: committed to driving a positive experience As evident in BBB there have been previous complaints about Giant from customers who experienced what I have had to endure. 
  
  Closing Comments:
  
  I am a retired so I must budget expenses and keep control of cash on hand. 
  
  As stated earlier, I will file a claim in court when a new contractor is found and completes the work Giant abandoned. I will then determine the difference of how much out of pocket this experience has cost me to get the complete job done against their invoice for labor to substantiate my claims. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 06/24/2024

  To Whom It May ****************************** had a signed contract for a defined work scope and a defined amount of money.   We fulfilled our contractual obligation with professionalism and expertise.  

  Thank you

  Customer Answer

  Date: 07/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  They have not addressed how they will handle the damages which ensued when they were here; a new contractor estimates repairs to be $3000. 

  
  

  They also claim we had two parts to our contract which is untrue; I have signed one as of 02/22/24 that includes all the work to be done. They not only abandoned the job, but have broken the terms of the agreement, not to mention the verbal commitments made and not fulfilled.

  
  

  They scheduled a return to my house for June 8th and as usual they were a no  show and no communication. They wont answer my calls or messages. The last direct communication with them was on May 14th.

  
  

  Please let me know if you need further details or further explanation. 

  
  

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:01/17/2024

  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.

  In October 2018, I had my siding and windows installed by Giant Siding, ********************* and his employees .Almost immediately after I had water issues. The position of the liters had the rain water pooling around the side of my house.I needed up with Water in the basement, which never happened before. I had to spend $3000 on a drain.I was also getting water in between the storm door and front door. I called and sent giant siding a video. After multiple emails and phone calls he finally sent someone to look at it. He said the rain deflector was put on wrong. He took it off and turned it the right side up.After he left I noticed a crack on my siding above where he was working.I called and asked him to come look at it. I took off from work when he was supposed to come. He never showed up . This was last year ******************* unfortunately has no integrity, they got their money did a half fast job and dont want to deal with the customer ever again.Also when they finished the job they left a bunch of material on my front lawn which was supposed to be picked up. I had to move it to my backyard and its still there.

  Business Response

  Date: 02/22/2024

  I am disappointed that this customer is not satisfied with her ********************** Project.   However, if she has a water issue in her basement that is not a result of our work, that's a problem with her foundation drains. Regarding cracks in her siding, we have been out to inspect it, and have made multiple attempts to replace the cracked siding free of charge, however the customer has been uncooperative not allowing us the opportunity , insisting it be done on a Saturday, and only a Saturday.  In fact we sent a technician there on Monday Feb 19 2024 and the customer demanded we leave and come back on a Saturday. We will continue to try and resolve this issue with the customer, however we do need her to allow us to do it when our service team is available to do it.

  Customer Answer

  Date: 02/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  this company is lying and did not come out in February 19, I was home all day. Instead they send me a text message the following day saying they didnt realize that February 19, was a holiday. They then asked if they could come on the Tuesday the 20th when I was at work, and I specifically said no I want to be present so I can make sure they see what my concern are. I go home at lunch and find them at my house. I was very upset and asked them to leave because I couldnt be there for a long period of time. They actually said they were working on another job and had to wait for materials so they had a free day.
  I have all the text messages to prove it.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 03/07/2024

  Hello Again.

  We will reach out to this customer again today to schedule something for the week of 3 -11-2024

  Customer Answer

  Date: 03/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I have been waiting for them to reach out to me since February 20, they showed up without my knowledge and told me they would call me and reschedule. They also said to you that they came on February 19, and that wasnt true.

  I just want to be home while they are doing work and they seem to want to just come by unannounced when they have some free time. 
  I think that is where we are having the issue.

  thank you

  **** 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:05/18/2023

  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.

  I hired ***** at Giant Siding and Roofing to replace windows, doors, my roof, and siding. My siding is beautiful. My door was never ordered, the windows installed were not the name brand I purchased, the shingles on my roof have been lifting since day 1. The roof installers were a nightmare. The mess they left in front of my home was unacceptable. They blocked my tenant's only exit with a pile of trash. When I explained we needed to use the exit, they put plywood over the mountain of trash. I had to clean my neighbor's yard when I arrived home from work because of the amount of trash they left behind. I have complained to ***** about the roof tiles lifting since day 1. ***** claims a million reasons why they are lifting, however they are lifting because they were not properly installed. The roof looks awful!

  Business Response

  Date: 05/18/2023

  We installed a new roof for this customer.  It has never leaked, she has never lost shingles.  We had a meeting with the homeowner and the roofing manufacturers rep and devised a plan to address her concerns with a small section of roofing.   the plan was as follows,

  1. Manually seal the roof shingles with sealant to help shingles adhere .

  If the above did not solve the problem, the customer was to contact ** and we would replace that section of roofing.

  It is not 8 months later, the customer called ** less then 24 hours ago, after business hours and did not give ** the opportunity to respond, instead filing this complaint and posting negative reviews on social media.

  We have reached out to the customer before receiving this complaint

  We will continue to stand by our work, and continue our commitment to professionalism, and will schedule a replacement of the shingles that are of concern.

  Today is May  18th  and the customer will be contacted this morning by our office manager to schedule the service.

   

  Thank you

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