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:01/27/2025

  Type:Sales and Advertising 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The response from Larson Home Services is not painting the full clear picture of our experience. Larson claims they were hired to repair the flashing and cricket which is what they did end up doing, but the problem is they were the ones who diagnosed that was the cause of our leak. We were told by Larson that replacing the flashing and installing the cricket would absolutely fix our issue. Again stating to us that they stand behind their work on the front end. In reality, that was not our issue at all and we relied on their professional opinion and their word that our problem would be resolved. Now theyre claiming the work they did was what they were hired to do and taking no responsibility or acknowledging that they made a mistake by performing the work they did. Furthermore they even stated in their previous response to BBB that this is not something we do and would have no way of knowing that the chimney was leaking. Clearly this is an issue if they are just telling us this after the fact. The right thing to do in this situation would be to recommend we get an opinion from a company who handles work with chimneys. Instead we were advised our problem would be solved by their inaccurate diagnosis. 
  

  Furthermore, the work Larson performed was all for nothing as the second crew to come out to address our leak needed to not only demo our entire chimney but tear up all the work (flashing and cricket) that Larson had installed previously. So in hindsight, we paid Larson thousands of dollars for work that didnt fix our issue whatsoever and actually needed to be torn up again a few months later. 
  

  I would ask that Larson Home Services looks at this issue from our end, their customers viewpoint. Additionally we even asked Larson Home Services if they would meet us in the middle from a refund/financial standpoint and theyve been unwilling to meet us there. I believe this kind of business stance and lack of accountability is something the BBB should be aware of. Its unfair to tell your customers that your work will help them, then hang them out to dry when it doesnt. I hope moving forward Larson stands down on projects they dont feel their expertise is matched for. 
  

  All this being said, the outcome Im continuing to look for is for Larson Home Services to acknowledge this and provide a 50% refund to us for the charges we incurred. Thank you for listening to our side of the story. I appreciate your time and consideration. 
  

   
  
  Regards,
  
  **** *****

  

  Business Response

  Date: 02/20/2025

  The leak on the roof ended up being because of a leaking chimney cap from what I understand.   We were hired to ***air the flashing and also build a chimney cricket behind the chimney.   All of the work that we did we needed and done very well.  Unfortunetly the homeowners chimney need to be capped.   This is not something that do and would have no way to know that the chimney was leaking.   Our inspection showed that all of the chimney flashing was done incorrectly and there was no cricket behind the the chimney which is code.   Regardless of the leak being from the roof or the chimney the work we did was needed and had to be done.   

  I feel we did the work we were hired to do and we did it correctly.   We do guarantee our work and stand behind it 100%.   There was nothing wrong with the work we did, so there is nothing for us to fix.  I understand that the homeowner feels like we did something wrong, but at the end of the day all the work done was necessary to the overall longevity of the roof.   

  As you can see from the pictures that I added the flashing was not cut into the brick at all.  It was also attached by being nail directly through the shingles which is completely incorrect.   When my *** did his inspection the leak inside house was coming directly down the side of the chimney.   We had no reason to think it was anything besides the improperly installed flashing as well as the fact that the roof was roughly 12' from the house wall down to the back of the chimney.   That is a lot of water that pounds the back of the brick chimney and then flows around and on top the flashing with exposed nails going directly through the shingles.   

  So, again I understand that we didn't get rid of the leak but what we did absolutely needed to be done along with fixing the chimney.  

   

   

   

  

  Business Response

  Date: 07/15/2025

  Hello-
  We have spent a considerable amount of time reviewing the various details surrounding this customers file and the compliant filed. We deeply empathize with the customer and the hardship they had to endure during this time. We do stand behind our work and believe that we completed the job satisfactorily in regard to the job scope presented agreed to by the customer (see attachment).

  
  We were engaged to repair Mr. ******* roof surrounding his chimney, which included 3' of shingles on three sides of the chimney and building a custom cricket on the back side of the chimney. After this was completed the chimney was flashed to help prevent leaks occurring between the roof and the chimney. Our sales **** emphasized that this repair will address any water coming into their home between the chimney and roof, but would not address any issues with the chimney itself. 
  

  The team at Larson Home Services deeply empathizes with Mr. ***** and we stand behind our work outline in the scope with the customer. However, we believe it is important to do the right thing and take care of our customers, for this reason we will agree to issue a $2,000 refund which will be processed within five business days.

• Initial Complaint

  Date:07/17/2023

  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.

  Hired them in March of 2022 to do our attic: take out our fiberglass insulation, air seal the attic, and blow in cellulose insulation. They finally finished the job in March 2023 after coming 6 times, caused damage to our property: broke our storm door twice and ruined the weather stripping on the door twice, ruined the corner of our living room base board, didnt clean up their messes and dust, caused water damage and black mold in our attic with their negligence. After one of their last trips up into our attic to FINALLY fix things, I noticed a shadow on our living room ceiling, and they didnt know what happened. Fast forward a month later and a giant crack extended across the living room because someone on the crew stepped off ********* in our attic, and broke our ceiling drywall. This nearly came crashing down in half of our living room (July 2023). So the damages have surpassed a year of their original work. Larson reimbursed us partially and has tried to "fix" things, I've lost track of how many times crews have come in and out. I want a full refund at this point! The pictures uploaded are the RECENT images. I have hundreds of other pictures over the course of the year.

  

  Business Response

  Date: 08/29/2023

  We deeply regret the inconveniences and damages experienced by our customer because of the work we performed. We acknowledge the frustration caused by the delays, damage to property, and lack of satisfactory outcomes. We want to assure the customer and the ******************** that we take their concerns seriously and have taken steps to address the situation.
  
  In response to the customer's concerns, we have taken the following actions to remedy the situation:
  
  Rectifying the Work: We revisited the customer's property to correct the issues with the       attic insulation.
  Property Damages: We addressed the damages caused during the project.
  Water Damage and Mold: We addressed the water damage and mold issue in the attic.
  Refund: We have issued a refund to the customer to compensate for the inconveniences and damages they experienced.
  
  Once again, we apologize to the customer for the inconveniences they have faced and assure them that we have learned from this situation to improve our processes and prevent such occurrences in the future.
  
  Sincerely,
  Larson Home Services

• Initial Complaint

  Date:02/28/2023

  Type:Product 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.

  Wanted some home improvement work done at my home, put down a $4500 deposit then I canceled the contract before they did any work. Now they will not refund me. I want my deposit back.

  

  Business Response

  Date: 03/01/2023

  This was a new experience for us at Larson Home Services.   Over the past 15 years we have worked with thousands of homeowners.   In fact we have over ****** customers and I would go as far as saying hundreds of homeowners have signed up to do a project and canceled the project for one reason or another.   This has never been a problem for us, wether they cancel the next day the next week, or the next month we always return 100% off the down payment and wish them the best of luck.  

  This situation however is completely different.   ***************** signed a contract with Larson Home Services on 2/8/2023 to get some home performance work completed on his home.  On 2/14/2023 we called ****************** to schedule the work on his home.  We all agreed on 2/23/2023 for the work to be started, so on that same day we ordered the dumpster to be delivered to ********************** property.   We then ordered all of the material to be used on the job and had it all delivered to our shop.  On 2/22/2023 the dumpster was delivered to ********************** property.   On the morning of 2/23/2023 our 3 crew members assigned to Mr. ******** project came to work went over the project with their manager, loaded their cube truck with all of the material we ordered for the project and prepared for the job.   They left our office and while in route to Mr. ******** house he calls our office and cancels the job.    Again nothing like this has ever happed where we had time and money invested into a job, our crew was on the way to the homeowners house and they called to cancel.   So not only are we out the wages that I still have to pay for that day, but I also now own all the material for the job, and not to mention I have to pay for the dumpster.    

  Its not that I want to keep ********************** downpayment because I do not.  I do however believe that he should be responsible for something has we have a lot of cost incurred because of ****************** canceling the job when my crews was in route to his house.   

  I have left ****************** a voicmail as I would like to have conversation, so we can both come to a gentlemen's agreement on how much of his downpayment he is owed back.   

   

• Initial Complaint

  Date:02/01/2023

  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.

  We hired Larson Home Services to fix a roof in the garage of our house at the end of 2019. They came, checked the roof and recommended replacing it in its entirety. We decided to go ahead and do that as we were considering doing solar panels, etc... Their crew came in in April 2020 ( now the pandemic started) and replaced the roof. Right after installing, I noted they damaged my siding around the house and installed the wrong color trim. I contacted them right away and that was resolved (like 9 months later and several emails) but I imagine with the pandemic, everything took longer. Then Fall 2020 starts raining and I notice the area of the leak that prompted the roof change is leaking again and now I have another new leak in the garage - now 2 leaks. I contact them again about it, they send a person in and "they can't find anything wrong". I sent them a video and pictures the next time it rains and they come out again and they are not sure what is going on but do not do anything. They state they will be back but never do. After a few months I contact them again and again they come out and that is it. No repair. The roof is supposed to have a lifetime warranty. Last email communication they tell me my shingles are discontinued. We email back to see what is the plan then and have encountered silence. I feel we have given the company every opportunity to correct this problem and every consideration given the pandemic but they are frankly ignoring us. I feel since they did not fix he original problem and caused a new problem, at this time I will like our money back ($30,000) to find someone to actually fix the roof since they did not do the job and cause more problems for us. I hope you can help us resolve this issue. Sincerely, *****************************

  

  Business Response

  Date: 02/01/2023

  I knew that they had a leak after the install of the roofing project.   This was a leak they had had for some time before the our re-roof was done and apparently we didn't fix.   I knew that we had been out to their house again, but was under the understanding that the problem was fixed.

   

   Also soon as I received this messaged I reached out to the homeowner to schedule a time to get back out asap and correct this problem for good. 

• Initial Complaint

  Date:10/04/2022

  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.

  we had them install a new roof on our home. i have had no luck getting them to return to recaulk the edges of new roof along the metal sides on roof as its a split level roof. and i inspected it myself. the caulking they did on intstall is bad.

  

  Business Response

  Date: 10/18/2022

  **** and ***, We would like to apologize that we were not out in a timely manner to complete your roofing service. Our customer's satisfaction is our highest priority and hope that the repair has now been done to your satisfaction. Please feel free to reach out to our office with any questions or concerns. ************