Complaints

This profile includes complaints for Guardian Roofing, Gutters & Insulation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Guardian Roofing, Gutters & Insulation

  4020 Auburn Way N Auburn, WA 98002

  
• 

  Guardian Roofing, Gutters & Insulation

  27350 SW 95th Ave Ste 3022 Wilsonville, OR 97070

  

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:05/23/2025

  Type:Order 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 needed to address some issues for my new home insurance with All state. I was not sure were these issues were or if some comments were generic just to make sure to be working with a roofer by may 9th. Dallas felt the roof was in good shape & wanted to secure a couple issues & certify it for close to $ *****. so I paid over $800. to start. Thinking ********************************* would eventually work together I submitted to Allstate Dallas's proposal. meanwhile while i was out of town Guardian showed up without an appointment & did the work which was denied by *************** have dropped me. I don't feel i should pay them any more money then i already paid. It was out of line just to show up & do the job when I wasn't sure & never made an appoinment for that not only that it wasn't sufficient for what i needed.

  

  Business Response

  Date: 06/03/2025

  Business Response to Complaint ***** ******
  Thank you for the opportunity to respond to Ms. ******* concerns. At Guardian, we take all customer feedback seriously and strive to provide clear communication and professional service.
  Ms. ****** signed a contract with us on May 2, 2025, for recommended roof repairs and a 5-year roof certification following an inspection related to her new homeowners insurance. As is clearly outlined in our agreement, the contract includes a 72-hour right to cancel, which passed without cancellation.
  We scheduled her repair work to begin on May 7, 2025, and made multiple efforts to confirm the appointment via a night-before call and text message, both of which received no response. Per our standard practice, and without any indication of cancellation, our team proceeded with the work in good faith.
  It is important to note that our contracts are directly with homeowners and not with any third-party insurers. While we aim to support our clients with the documentation they need, we cannot guarantee how insurance companies like ******** will respond or whether their internal policies will align with our recommendations or repairs.
  Ms. ****** received professional repair services totaling $1,275.99, of which she has paid $800.00. Included in her contract is a 5-year roof certification, which we will gladly issue once the remaining balance is paid. However, in an effort to bring this matter to a resolution and maintain good faith, we are offering the following:
  Option 1: We will waive the remaining balance, and in turn, the 5-year roof certification will not be issued.
  Option 2: Ms. ****** may pay the remaining balance of $475.99, and we will issue the roof certification as originally agreed.
  We kindly request that this complaint be marked as resolved, as we have acted in accordance with the signed agreement and are offering a fair resolution. Should Ms. ****** choose either option, we will consider the matter fully settled.
  Sincerely,
  ****** ****
  Internal Operations ****************start="2380" data-end="2383"> Guardian Roofing, Gutters & Insulation
  **************
  *****************************************

• Initial Complaint

  Date:04/10/2024

  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.

  On 12/29/2020, I signed an $11,441.39 contract (#*****) with Guardian Roofing to repair/add crowns & flashing to three (3) brick chimneys and provide three (3) years worth of cleaning and **** control on two structures on my property. **** control was the original reason for calling, since I no longer felt it safe for me to climb onto the roof. Work commenced on 3/22/21. On 4/19/22, Guardian was sent an extensive "Punch List" which they initially disputed. It included the first request for replacement of damaged shingles. Then they denied that there was even annual cleaning included in our contract which it clearly stated. Because of their acknowledged error, they extended annual cleaning through 03/24. Each time Guardian showed up to clean, they used an industrial strength air compressor to perform what they advertise as a "Gentle Wash". The operator was always a young poorly trained non English speaking employee who did not understand that they were actually destroying my roof(s). While I did not climb onto the roof (now 70), the granules and pieces of shredded asphalt shingles were everywhere after each cleaning with the damage to the first row clearly visible from the ground. ******** finally acknowledged the damage and sent an experienced employee out to "Hide" not replace the shredded shingles around the entire perimeter of the main house. On 2/17/23, I noticed a leak around one of the new chimney flashings. Guardian came out to fix it while performing their annual "roof cleaning". Eleven months later, the same leak reappeared, but Guardian said that it was out of warranty! That was the last straw. I had another roofing firm fix the leak and clean my roof. Cost $1,800. Since Jan., I have received 4 roof replacement quotes. Replacement, not repair, since the damage is so extensive. Each roofing company could not believe the condition of my roof and confirmed that using a high-pressure washer on asphalt roof is not recommended.

  

  Business Response

  Date: 04/13/2024

  Thank you for the opportunity to address ********************** inaccuracies and provide clarification for the benefit of our community and potential customers.First and foremost, we stand by the integrity of our contracts and services. The assertion that  the contract included annual maintenance is false. Attached to this response, you will find a copy of the contract which clearly outlines the terms and scope of our services including a close up photo of the poor condition of the roof prior to us commencing work in March of 2021.  with the original contract .

  Here is the timeline of action at the ******* residence: 

  
  We originally went to the home December of 2020
  o His contract never included annual maintenance. His contract is attached. He berated our people and complained so much they agreed to do it for free, three times to get him to stop.
  
  We completed the original contract on 3/26 of 2021..
  o The original pictures show gross negligence in the maintenance of the roof. The majority of the roof was covered by inches of debris and ****. There is no way to know the extent of damage under that. The **** roots in the granules and when the **** is removed, the granules come off. This is the fact now matter what cleaning method gets used. Photos of this are attached. We contracted for cleaning and chimney work. The customer demanded the chimney was hand cleaned, even though a few good rains would clean it. He demanded shingles , that were not part of the contract get repaired, for free. Even though this was the result of the roof never being maintained. WE COULD STOP RIGHT HERE, and nullify his complaint since not maintaining ones roof, nullifies the manufacturers warranty. Basically they arent going to pay for roof failure when the failure is from deferred maintenance. Just like a auto manufacturer will not warrant a motor if you do not change the oil. If we hadnt cleaned the roof, it was destined for total premature failure.

  
  o Repair work has a one year warranty
  o He states that our repair work was 11 months old in jan of 2024. He is incorrect, his work was just shy of two years old, and almost a full year out of warranty. That being said we agreed to come to the home. When we mentioned that we may need to charge for it, the complaint began. .
  o We performed annual maintenance two times for free.
  o 4/11/2022
  o 2/17/2023, and again in 7/20/23
  o On the august visit he complained pointing out shingles that he felt needed to be replaced. We replaced them for free, two years after the clean.
  The link that is available below for you to cut and paste in a browser will include photos of the good job the techs did.
  
  
  o Jan of this year he called to schedule an annual maintenance trip, and stated his chimney was leaking. The work was scheduled but he was told that we would look at the chimney but it is possible that it would be chargeable , and he soon after canceled and started with this threatening. The link below has photos
  o They show the terrible condition of the roof when we camei. In addition the terrible condition we helped fix three times for free when we performed annual maintenance that the customer never paid for and was done to for free because of threats to our company and staff 
  o They show the repair work we completed
  o And several times they show how munch better the roof looked after we took care of it

  We will email the photos, otherwise you can copy and past the link to these photos in a browser *********************************************
  
  ******************** is not damaged. He has bullied Guardian Roofing into free work for the better part of three years. His warranty from the manufacturer was void before we ever came to his house, and his claim of damages if preposterous.

  Please remove this claim from our record.  **** and ***********************, Founders/Owners 

  Customer Answer

  Date: 04/15/2024

  Attached are copies of five (5) written documents pertaining to this complaint.  There are  twelve (12) documents total available plus ~ 32 photos that confirm my position.  I guess I'll find another way to send these separately.

  The first most glaring false Guardian response is that the contract did not include 3 years of annual maintenance.  Evidence of this contractual obligation is scattered through out  our exchanges.  The second most important frame of reference is that the reason I called Guardian in the first place was to find someone else to do the annual cleaning/**** removal that I had been doing every year or since the roof was installed in back in 2001.  I have a major annual **** problem, so the initial photos are not surprising.  Statements like:  "Gross negligence" and "...never been maintained" & "deferred maintenance" are outright false and pure conjecture on Guardian's part.

  The attached document will address every point raised by Guardian and dispute their erroneous positions and conclusions.  What's particularly offensive is their statements that I was ever once threatening and or a bully.  From day one, Guardian continually failed to honor their contractual obligations (or even know what those obligations were) without me having to point them out.  Why should I, or any customer, be put in that position?

  ******************** destroyed my roof, and is responsible for compensating me for its replacement.

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21557664
  
  I am rejecting this response because:

  (See the above 4 plus the additional 5 photo documentation attachments)

  So as not to repeat myself, please also see my written rebuttal sent separately with the additional documentation. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 04/16/2024

  3rd try?  "Gentle Wash" damage done by Guardian Roofing.  Many more photos available.

  Customer Answer

  Date: 04/17/2024

  Here are some additional photos showing the damage done to my roof by Guardian Roofing's "Gentle Wash".  Note:  Notice the damaged shingles around the vents.  Guardian replaced all the vents in 4/2021as part of our contract.  

• Initial Complaint

  Date:09/19/2023

  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.

  Had the salesperson come out to give me an estimate on a roof repair job. They told me prices are going up and to lock in the price all he needed was a 30 percent deposit. I signed the receipt for this amount. A few days later I received a contract in an email. I went through it and didnt accept it. I had never seen this before getting their email. On the proposal they show my signature from the **** card. Now after calling and texting I got this repair cancelled but have yet to see my refund on my **** card. I called Citi my card holder and put in a dispute. They told me that Guardian has 45 days to respond. I am waiting on the confirmation so I can get this resolved

  

  Business Response

  Date: 09/20/2023

  We have initiated the refund. We had an internal error that led to this delay that we apologize for.

  Customer Answer

  Date: 09/25/2023

   
  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,
  
  *******************

• Initial Complaint

  Date:01/04/2023

  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.

  When Guardian Roofing prepared our flat roof for drainage, they told us that there was a low spot about 3 or 4 feet back from the corner of the flat roof where the original scuppers were located. When the project coordinator asked me about moving them back from the corners at the bottom of the flat roof, I told him that since he was the professional, I would defer to his idea of what would need to happen to make the roof drain properly. I told him that as long as the roof drained properly, I would be fine with the location of the scuppers. When they finished the flat portion of the roof, the water pooled in the corners of the flat roof right where the original scuppers had been. The roof does not now drain properly and leaves ponding on the roof that will promote mosquito breeding in the spring, summer, and fall as well as cause premature aging of the roof with water standing on the roof. They agreed to make a change and fitted crickets in that diverted some of the water toward the newly placed scuppers, but there is still water ponding. They now want to charge us more money to fix the problem they created. I do not believe we should have to pay for their mistake.This is not acceptable, and we would like the roof to drain properly before we pay Guardian the remaining balance on our contract

  

  Business Response

  Date: 01/05/2023

  Guardian relocated the drains to the low-point on the roof, which is in accordance with industry standards. We saw that there was some water ponding, and then installed crickets at no charge to divert the water into the drains. This installation was in accordance with industry standards.

  There is an insignificant amount of water on the roof, but that is primarily due to the weather conditions; there will always be some level of ponding water on a flat roof during cold and rainy weather conditions. The amount of water on the roof is not a leak risk nor a risk to the structure. The customer has not provided any report from a 3rd party expert indicating that our installation is improper.

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18686104
  
  I am rejecting this response because:
  
  We hired Guardian Roofing & Gutters to fix all the problems that the previous roofing company had created and left us with. They did a great job and fixed many things that we had no idea needed attention. We were happy with their work until they got to the low slope roof section of the job. ******* the crew leader determined that the low point of the roof, where the scuppers should go, was three or four feet above where the low point & scuppers had been. After the work was done, it was easy to see from the poodles in the corners where the scuppers had been, that the low point was still at the original place it had been. (See pictures) They said that they could fix it easily by adding crickets to the two sides. That just moved the **************. After 36 hours the east side scuppers poodle was mostly gone, but there was still quite a lot of water ponding on the west side. (See attached picture) Our concern with the ponding is that they are a place for dirt, debris, Mosquitos, and growths. We also wonder if the ponding would be a problem with the *** warranty. The company claims that the ponding is within industry standards. Is there a peer review industry publication that states that this is the industry standard?
  We reached out to *********************** an ASHI inspector with ********* Services, for his input on this matter. He suggested that the crickets that have been installed may cause an Ice Dam situation, which is a much bigger concern. He also stated that the ponding should dissipate within 48 hours. At this time of year 48 hours is hard to come by, but we were able to take a picture after 36 hours that I have attached.
  

  
  

   

  

  Business Response

  Date: 02/06/2023

  1. The level of ponding water is not an issue with the *** warranty. The only time the ponding water can impact the warranty is if the weight of the water is sufficiently large to damage the structure. That is not the case here.

  2. ********* require maintenance. For a flat roof, that includes removing debris and keeping the limited amount of water off the roof. This is a service Guardian is happy to provide on a chargeable basis.

  3. This roof is a flat roof, which is not subject to ice damming. 

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 18686104

  We are not happy with the service on the flat section of our roofing project. If they had left the scuppers where they originally were, there wouldn't have been a problem that needed fixing. It was their plan to move the scuppers that created the problem. We have paid the bill but are not happy with the way things ended. The work they did on the other part of our roof was great. I'm sad to say that the project and the way our relationship with the company ended was stressful after having a stressful time with the first company that we hired and had to fire. I hope this is the end of it!
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/19/2022

  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.

  3/3/2022 I hired Guardian Roofing to get rid of some **** in a few small areas on my roof and put a 3 year treatment down for **** prevention. Guardian roofing came out and pressure washed my entire roof and removed a great amount of granules from the entire roof.. Some of the composition shingles are torn, many years of life have been removed from the roof. Now the roof needs to be replaced. Guardian Roofing denies any wrong doing. Guardian Roofing wants me to pay all labor and materials and all costs for them to replace my roof.. Guardian Roofing in Auburn **. has been very rude to me. "You just want a new roof" Guardian advised and in their own words from an email to me" I want to be clear, we will only be help by replacing the one bundle of shingles in the section. We are not replacing all that section of the roof. To move forward, I would need the release form signed".

  

  Business Response

  Date: 11/23/2022

  Guardian will respond to this complaint after the thanks giving holiday , but at this point will only state that this is a false claim, that has been proven to be false. 

  Customer Answer

  Date: 11/23/2022

   
  Complaint: 18364071
  
  I am rejecting this response because: I hired Guardian Roofing and Gutters to remove some **** and apply a prevention treatment .What I received was damage from pressure washing with a large amount of granules washed away, and many years of life removed rom my entire roof.

  On Guardians own website questions and answers  it states " Should I pressure wash my roof?  "Simply put the answer is NO.
  Asphalt shingles, unlike wood shakes are manufactured with components that create a roof system.
  An asphalt composite shingle starts out as a woven fiberglass sheet nearly 1/8 thick. The fiberglass is saturated on both sides with asphalt. The top layer of asphalt, while still molten is embedded with Ceramic Granules. 
  Granules have 2 functions:
  To give the shingle its color.
  To protect the asphalt from the harmful UV rays of the sun.
  Along with the granules, Asphalt is the waterproof component of the shingle, and the Fiberglass is the chassis that holds the shingle together.
  Asphalt is a very volatile product (meaning that it is easily affected by heat causing change in viscosity and increasing expansion and contraction) and when granules are missing and there is more UV exposure the asphalt gets dried out and causes roof failure.
  Pressure washing a roof when done improperly minimally removes granules that are so important to the longevity of your roof. Because asphalt composite is a thin product that can be easily torn it is not too difficult to cut the shingles with the pressure wand.
  Many pressure washers will assure you that they are experienced and will not cause damage. They may be right, but how can they guarantee it?
  The adhesion of granules reduces as the roof ages. The challenge for a pressure washer is how to gauge their pressure. The problem for you is HOW WOULD YOU KNOW IF THEY ARE DOING IT RIGHT?
  It is difficult to know. The big question is, why pressure wash anyway? The only reason is that it is a quick fix. Quick fixes typically come with a bill to pay later.
  Maybe it would be better to examine where **** comes from, and what can be done from a preventative standpoint to keep your roof healthy and looking clean." word for word from the Guardian website.

  The documentation I submitted to the Better Business Bureau clearly shows the damage done to my roof.

  Two other companies inspected the roof to see if my roof could be repaired and advised me damages are to the entire roof from pressure washing. Roof is not repairable and needs replacement as noted on the documents.   
  
  Sincerely, 

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

  

  Business Response

  Date: 12/13/2022

  Guardian roofing cleaned the roof. Before we cleaned the roof we took very detailed photos of the roof sections. After the job was done and the customer alleged that we had damaged the roof, we hired a third party inspector to look and see if any damage was done by our work. He looked at the roof, and our previous photos, that are time stamped, and gps driven. He concluded that we did not damage the roof. There were a few shingles that looked to have a small tear in them, which again was most likely there before. 

  We offered to fix those shingles, the customer rejected.  The customer then hired a lawyer and demanded a new roof.  From the start we have explained that our machines operate at a low PSI. They are designed that way to insure the roof undergoes as little pressure as possible, while still getting clean.  We buy these machines custom built, and the workers on site cannot change the configuration. 

  In addition when this all started, Guardian Roofing offered to inspect the roof and send in shingles to the manufacturer because it is possible there is a manufactures defect, that created the condition the roof was in. She declined, and demanded a new roof. 

   

  our offer stands to fix the small amount of shingles at a reduced rate.  We feel we reacted to the problem quickly, and made sure to conduct a full investigation to make sure if we created any problems we took care of them.  this is one of ****+- roofs we washed this year.  The condition of the roof, the previous photos, as well as third party to make sure we didn't create a problem. 

   

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18364071
  
  I am rejecting this response because: Its all lies. I have submitted photos and documentation of the granule loss, striping and damaged shingles in photos and documentation. I have all the proof that it was damaged due to their pressure washing. Even other roofers have taken photos and examined my roof and have stated that the damage was from recent hard pressure washing. 
  Their photos were submitted also as well as their comments.
  Sincerely,
  
  *****************************