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:05/03/2024

  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.

  We initially went under contract with HouseCrafters in May of 2023 to do the siding, trim and gutters with their salesman Darren (who is no longer with the company). We were told it would take 5-6 weeks to get our siding done, the project was not started until end of September 2023 and finished due to lack of ordering until November 2023. I have saved every correspondence with the company which is very little on their end, as they are unresponsive and unprofessional. The crew who came out and did the job do not work directly for HouseCrafters but are independent contractors who use their vehicles, which was not what the salesman originally told us. I do want to add the crew was amazing, as for the office and Mark, they have no idea what is going on as they thought the job was finished when we were still missing trim around the house. Since the job was finished, we have had a leak around one of the windows they trimmed in, I have reached out twice with zero response for them to come look at it and we have a ten year warranty on their labor.
  After spending the money we did, you think the owner/ manager would come out to make sure we were happy and everything was good, which it is not. Some of the siding has not been fully finished and the insulation is hanging out, plus some of the trim is crooked. I have been as patient as possible as I can with this business but enough is enough.
  
  Regarding the timeline we were told, there was so much more going on that is too much to type but I would be happy to discuss.

  

  Business Response

  Date: 05/20/2024

  where do I start 1- job not subbed out. I have the time cards to prove it, all my guys meet at job site !! 2- contract signed 5-15-23 material ordered 6-21-24 was told 6 weeks to come in. The problem is the herringbone trim and gutter color they picked out, both were on back order and we had to leave some windows not finished. certainteed siding was actually running 12 weeks out on certain colors 3-95% job was finished end of september, gutters were finished 2nd week of october. 4- don't know if leak is from us or the roof my EMPLOYEE who lives on gran island is going to stop by to look 

  Customer Answer

  Date: 05/23/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  They did send Matthew out and he is supposed to be returning to start fixing the problems. I will attach the pictures but I need more time to respond to see what HouseCrafters is going to do to make this right.  
  
  Regards,
  
  ****** *****

  

  Business Response

  Date: 05/28/2024

  my crew was there friday 5/24/24 fixed everything needed but the water leak is from the roof and we showed them

• Initial Complaint

  Date:09/13/2023

  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.

  Signed a contract with HouseCrafters on 3-22-2022 for roof tear off, new roof install and install new vinyl fascia and soffits. Roof work was performed on 7-8-2022. Roofers took off existing gutters and placed in backyard as another group of workers will come at a later date to install fascia and soffits. On 7-20-2022 workers arrived who were contracted by House Crafters to perform the fascia and soffit install and put back up my gutters. on 7-26-2022 Employee named ****** showed up to as I had some concerns with visible nails, flashing around my chimney and I would pay him the remaining balance on the project. While ****** was at my home, we realized the subcontracted workers that installed my fascia and soffits did not cut the fascia long enough in 2 spots ( 1-in front of home and 2-in rear of the home) where it would go under the roofs drip edge preventing water from getting behind the fascia. He had promised to return at a later date to address the 2 issues. Since that day, I have been placing phone calls to HouseCrafters every month asking when the repairs will be done and making sure there was indeed a work order processed to fix the issues with the fascia. On 8-9-23 I personally made the trip to the HouseCrafters office on ***** Rd in Cheektowaga to speak with someone and get this work done as I didn’t want to go thru another winter having exposure. I spoke with ******* who was under the impression the work had been completed and I assured her it wasn’t or I wouldn’t be there. She said she would personally make sure the repairs would get done promptly and I didn’t need to speak with anyone else. She sent me an email and asked I send photos of the fascia issues. I got home, climbed a ladder and took picture which were sent to HouseCrafter email that day. Today is 9-13-2023 and the repair to fix the fascia issue has still not been addressed after months of calling and going right to their place of business. I want the fascia repairs done promptly before snow.

  

  Business Response

  Date: 10/04/2023

  1-the work was not sub contracted out. 2- ****** no longer works at house crafters 3- We were told by him that it was completed 4- we have it scheduled for week of 10-9 

  Customer Answer

  Date: 10/05/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.      When and only when the work is physically done and the issue is corrected will the complaint be resolved. Allegedly Scheduling the work to be done especially during a week that the weather is calling for rain practically everyday isn’t sufficient enough for resolution in the matter. 
  
  Regards, 
  
  ***** ******

  

  Business Response

  Date: 10/10/2023

  WE SCHEDULED AN APPOINTMENT WITH MR. ****** FOR MONDAY OCTOBER 9, 2023 AND MY SIDING REPAIR MAN FOR EARLY MORNING TO ADDRESS THE FASCIA CONCERN.  HE RELEASED THE GUTTER AND INSTALLED THE FASCIA UNDER THE DRIP EDGE AND RE-SECURED THE GUTTER TO THE HOMEOWNERS SATISFACTION.  I CALLED MR. ****** ON OCTOBER 10 AT APPROX 10 AM TO CONFIRM HE WAS SATISFIED WITH THE WORK COMPLETED.

  Customer Answer

  Date: 10/11/2023

  I have reviewed the response made by the business in reference to complaint ID ********. I met the HouseCrafters associate at my home Monday afternoon 10/09/23 where he repaired the issue in my complaint. I had a follow up phone call the next morning 10/10/23 and let ******* know I was finally happy with the issue being resolved after such a long time.  
  
  Regards, 
  
  ***** ******

• Initial Complaint

  Date:12/08/2022

  Type:Delivery 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.

  Paid for roof only. Roof, gutters, siding, windows, doors, paint and garage. Sign contract 8-2021 work stared 7-2022,roof completed,windows installed but not completed. Gutters delivered but not installed laying in back yard. Called office many times for completed date but no response.

  

  Business Response

  Date: 12/08/2022

  Response taken by phone:  The job was contracted by the town and we were awarded the contract in October of 2021.  This means the job was subject to approval.  The windows were ordered in Feb 2022 and were running a minimum of  15 weeks out for delivery. We could not do the roof until spring.  There have been numerous changes to the contract.    The house was originally supposed to be sided and then it was cancelled.  The house has been painted instead.  He cancelled the gutters and then added them back in.  He changed his mind on replacing the doors.   Each change means more delays, in some cases with the materials and also means rescheduling to fit into our schedule.  We are continuing to work to complete the project.