ComplaintsforGuardian Professional Contracting Services, Inc.

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We signed a contract on March 14, 2022. Guardian was to replace all the trim on our home including corner boards, soffits and fascia and add shake siding on one peak of our house. It was suggested that work *** begin as early as May 2022. Since then I've made many phone calls approximately every 2-4 weeks, several of which Guardian did not respond to. Our "relationship manager" ****** promised to call us many times and oftentimes did not. It felt like a game of me chasing them to get info. When I did connect with someone I was given a variety of stall tactics including: -they were waiting for "custom materials" to be delivered, -we're awaiting composite materials, -we're waiting for corner boards, -all materials were in but they can't book out more than 2 weeks because of weather -our order is in and ready for delivery -everything is in except our custom corner and window trim -everything is in except soffit and fascia We were told so many times work would start in the next 2-3 weeks. It finally occurred to me today that we were being scammed. ***** in Production promised to call me back yesterday after saying our materials "quite frankly should have been here by now." After no call back I left a message for Sales Rep ******** Production Manager ******************* responded. He told me everything was in except the soffit and fascia. I learned the wrong color trim was ordered just to add to the mess. *** offered to conference call with their supplier, Gulf Eagle Supply. We spoke with ********* I asked when our order was placed. She said August 16, 2022. I asked her to list what was ordered and it was everything except the shake for one peak. That means all those months of phone calls were lies. So frustrating. I told *** we were done with them and want a full refund. He said someone will call me by Monday 9/19/22.

  Customer response

  10/06/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  09/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I met with the contractor on 4/26/22 at which time I had informed them that I had a insurance claim and need roof repairs per the insurance company. I also required siding repairs. The rep had informed me that they could complete the work in 4-6 weeks. As there was urgency due to water coming in the house I had accepted. An account Manager then contacted me to discuss frequency of follow **** etc. We had agreed to every other week updates. *** was fine with updates, but it was disclosed that they were still trying to get the materials. In June, calls started to decrease. On 6/17 I was told that they still didn't have the materials. At this point it was past the 6 weeks agreed to. I received no calls in the month of July. When I followed up on 7/16 I was told that they have the materials, but are now short staffed and waiting for other projects to be completed prior to mine. As I have water coming into my home when it rains I had no choice but to hire an alternate contractor to complete the work. I received a call on 8/31 stating they would be there to complete the job. I returned call and told them I needed to renegotiate the contract as I no longer required the roof. I spoke with the rep that I signed the contract with and he understood and was willing to redo the contract for just the siding. We agreed on him showing up at 8am on 9/2. He called me at 8:24am on 9/2 and told me he was just leaving the office, but headed to ********* and asked to reschedule to 3pm on 9/2. I agreed. 3pm came and went and the representative never called or showed. I'm very disappointed for the misleading completion date, lack of contact, and no follow through. With 50% of the deposit made and an insurance claim as a part of the project I would have expected the project to be completed at the beginning of June as originally agreed. To date (19 weeks later) I have received no service or updates and continued no shows. Requesting a refund of the deposit made.

  Customer response

  09/23/2022

  I received this message below.   *********** contacted me on 9/7 and sent me a new contract which was dramatically more in cost ($8,552.41) and less in what was included.  I requested an itemized bill due to the large change. At that time I had informed them once again of my dissatisfaction of the business relationship.  They came back and said they would try to make it lower for me and explained that the contract sent was retail price and then offered a total of $7,292.11 of which I again requested an itemization instead of blanket cost due to the siding repair only being 100 sq ft instead of listed as replacing all dinged and dented siding.   On 9/8 they had said they would arrange numbers and the new cost would be $5,800.  I requested an itemized cost again and informed them that I need to know which sections are in scope as new windows were put in and we arranged to meet on 9/12/22 of which they did not show nor did they call.  I have had no contact with them since then other than a formal letter that I had drafted and sent to them on 9/20/22 of which no response was received to date.
  

  
  

  Short answer is yes. I heard from the company and I am not satisfied with the companys efforts to resolve this issue as they continually setup appointments and fail to appear or call when unable to make the appointment and they are unwilling to itemized the cost of the 100 sq ft of siding, labor, and the few other items that were included in the original contract.   Im not sure how one could give a quote without looking at the property for 5 months.

  
  

  
  

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

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

  

  Business response

  10/13/2022

  We sincerely apologize for the extended delays and not having properly communicated those delays with ******************  We are actively pursuing options to help make things right with ****************  We are greatly appreciative of her willingness to work with us to make things right and look forward to helping her with her home.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We had a representative of Guardian come out to our home to inspect a roof leak. The salesman came out three separate times to diagnose the leak root cause. We were recommended to have a water test; $1500 with $1000 going towards repair. Salesman quoted us 2 weeks until water test and 4 weeks in total until repair could be made. The salesman was incompetent and said there was an error with their pdf signatures and actually made us sign 3x. I think he changed the wording in between our signings about scope of work and timeline. We were under the impression both sides of the roof were getting fixed and now they are saying its just one side, not both. It has now been 2 months and nothing has been done. We have made SEVERAL phone calls and emails to check on status getting the run around each time. Eventually a ******* came out, was on our roof for 10 minutes or less and diagnosed the issue without actually performing a water test. They are claiming that counted as the water test and that is $1500 worth (we are paying for his expertise and experience apparently) Now they say its good we didnt do a water test as that would damage the roof further. We put down a deposit of $2669.06 with the rest to be paid upon completion. Nobody will return our calls, nobody is able to issue the refund. We cant get ahold of anyone since the alleged water test (that never occurred). We can only leave voicemails. We simply need our roof fixed. Our 2 year old child with special needs needs to use that room for his intensive therapy. We would like a full refund so we can have an honest company fix it.

  

  Business response

  10/04/2022

  Guardian completed an alternate scope of work for Mr. and *****************, which included replacing a complete dormer section (approximately 24 linear feet) of roof to wall transition for the originally contracted dollar amount of $5338.12. The original scope of work included one side (approx. 8 ln ft) of roof to wall.  Guardian completed this project on September 13, 2022.  Mr. ***** ***************** were also given recommendations to have house wrap installed under the siding of their home, which was not present at the time of the repair.  Photos attached. 

  
  This project is complete and paid in full. 

   

  Customer response

  10/05/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  

  Guardian made such a fuss about needing time to purchase the correct product to fix my roof. The day of the repair the guy went to Menards and purchased the items they needed. It didnt need to be an entire drawn out process. The employee that came out to do the job itself was fine but at the end the manager ************* got on the phone and yelled at my husband said he would put a lien on our home and have it repossessed if we didnt pay him. He went out of his way to be rude and threatening. Im glad to be done with this company but future clients need to be warned of the worst customer service I had ever had. Every interaction I had with guardian employees made it seem as they fear their boss ***  now I understand why.  
  

  
  Regards,
  
  *************************

  
  

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My roof was repaired about three years ago, and I received a 10-year guarantee. The black material they used to seal it is already peeling off, leaving bare, untreated wood exposed to the elements. I called many times, left many messages, and no one ever bothered to call back. After a few weeks of calling, the voicemail box was completely full and not accepting any messages. I did finally get through to a secretary who transferred me to a person who didn't. bother to call me back. I then got through to someone who was actually very polite and promised to look into everything, and have someone come out and repair the roof. No one has come out to make the repair. The roof needs to be repaired ASAP since it is exposed to the elements and it is only a matter of time before the wood gets soaked and starts to rot.

  

  Business response

  10/13/2022

  After receiving ***'s initial complaint on August 1st, a technician was scheduled and went out to the home to assess what was going on, on August 10th.  At that time the technician did assess and correct a small issue that was found.  When this was scheduled with ************** had said it was fine that he not be home during the repair work.  Our repair technician did try to reach the homeowner after the repairs were completed, but was unable to reach him.  A representative from our office did reach out to *** and let him know that the work was done a few days later once we were able to connect with him.  After talking with *** yesterday, he did confirm that since the repair technician was out, that he has not had any further leak issues.  *** did mention that he requested a document stating what work was done and that his warranty was still valid.  While we cannot find any record of this initial request, after speaking with *** yesterday we have emailed out his requested document.  We have not received a reply to the email, and have also called and texted *** to confirmed he has received the document, but have not gotten a response yet.

  Customer response

  10/15/2022

  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.
  
  There are several inaccuracies in the company's response, so I have noted them in my response. After receiving ***'s initial complaint on August 1st (This statement is not true. I had been calling, leaving messages and being promised calls back for 6 weeks by the time August 1st rolled around), a technician was scheduled and went out to the home to assess what was going on, on August 10th.  At that time the technician did assess and correct a small issue that was found (Yet I asked many, many times for a written receipt for the work, what was wrong, how it was fixed and how long it would be guaranteed for, yet I have been met with zero response from the company.)  When this was scheduled with ************** had said it was fine that he not be home during the repair work.  Our repair technician did try to reach the homeowner after the repairs were completed, but was unable to reach him (This statement is a 100% false statement by the company. I have never received an email, text or phone call from the company to follow up on my request above).   A representative from our office did reach out to *** and let him know that the work was done a few days later once we were able to connect with him (Again, this is an incorrect statement. No one from Guardian EVER reached out to me after and confirmed, talked or provided what I requested. No one ever  called, emailed or texted. Otherwise, I never would have had to fill out a BBB complaint and also a report with the consumer protection division of the attorney generals office.)  After talking with *** yesterday, he did confirm that since the repair technician was out, that he has not had any further leak issues. (Correct. Although I have made it very clear that since this was a substantial financial project, the company is legally required to provide a written receipt of the work completed.)  *** did mention that he requested a document stating what work was done and that his warranty was still valid. (Again, incorrect. I want and am entitled to receive 1. What work was completed, 2. What was wrong with the original work done, 3. What was done to fix the issue and 4. How long it would be guaranteed).  While we cannot find any record of this initial request (I am not surprised. I called for weeks, and was met with Voicemail full or an endless ringing, or people who answer the phone who and say theyd have people call me who never did. I can provide dates from my cell phone company to confirm the dozen or more times I called with no help from the company), after speaking with *** yesterday we have emailed out his requested document We have not received a reply to the email, and have also called and texted *** to confirmed he has received the document, but have not gotten a response yet. (This is the response. Considering this process took close to four months for me to get action by the company, ** entitled to a day or two to review the response. If I could have the date of when my full warrant is valid on the written response letter that would be great.)
  
  Regards,
  
  ***************

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I decided to move forward with a siding project with Guardian back in December of 2020. And due to the problems with COVID, the work didn't start on our home until Aug of 2021. We agreed to have our old siding removed, house wrapped, and our entire home resided in LP Smartboard, new ************* trim, new Soffit and Fascia installed a new post, and upon starting the work, rebuild of our chimney due to rot. Here is when things started to go south. During the demo, the contractor broke numerous items on our house, all of which were never fixed or replaced. The house siding was the wrong color by a good four shades, and Guardian tried to say this was the color we agreed to (later, after much back and forth, they said it was indeed wrong); some areas were never completed; the craftsmanship is so bad that even the experts from Guardian who came out couldn't believe how poor it was. Since then, siding has started to bow; electrical has shorted out because the wiring is exposed behind outlets to weather, and/or plugs are unusable because they are off-center; the list goes on and on. Additional examples:- inch+ gaps between siding cuts - siding missing - original siding is still on home and has never been removed or replaced - outlets not square - lights that move - the post that was never replaced - missing soffits When it comes to a resolution, they continue to say they are working on it, but we receive little communication after we try to contact them. Guardian has come out twice to see what was wrong, but the last time they said they would call us back in a week... this was 32 days ago. We still don't know what is happening with the house's color because they are trying to work out who is responsible. We are beyond dissatisfied and need someone to step in.

  

  Business response

  07/14/2022

  Hello *****,

  Since the original complaint our lead technician met with *********************** to compile a finalized and agreed to punch-list of items to remedy.

  This punch-list was created and agreed to, and *********************** was told he would be notified when those items would be completed once the necessary materials came in.

  A few of the smaller items that materials were in stock for have already been completed.

  Our installation ******* reached out to *********************** on 7/13/2022 to schedule the remaining repairs items and painting work and was hung up on.

  We are attempting to reach back out to *********************** today and tomorrow to coordinate the start schedule for the remaining repairs and paint color work.

  If continued phone attempts to contact *********************** remain unsuccessful we will try alternative methods to communicate.

  We look forward to bringing this to a close, and your help in facilitating that is appreciated.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Dec. of 2020 I contracted Guardian to repair the siding on my home. The sales person stated they would be able to do it for $5,000-$6,000 and it would look really nice when the the job was completed. It was estimated work would start in 6-8 weeks. I paid a $2,500 deposit and was happy that my siding issues would be taken care of in the near future. In the following months I inquired about the status of my project numerous times with limited or no response. 8 months later they finally showed up to do the project. At that time, Guardians rep asked me who was going to paint the house after the job was completed. I responded that they were going to paint over the nail heads so they wouldnt stand out. He said that even if they do that I will still have a polka-dotted house since the paint wouldnt exactly match our siding. It makes no sense to pay for the repairs just to pay another $5,000 to paint the house. I knew $10,000 was about half of the cost of re-siding the house. So I put a stop to the project before they touched the house. Guardians representative immediately sent the workers onto another job. I then got estimates for new siding from a few companies. Guardians estimate came in at $31,650, the other two estimates came in at roughly $22k and $24k. I was amazed that their estimate was 40% higher. I asked them if their estimate was correct since it had the wrong address on it and it had a much higher estimated amount of materials than the other companies. Guardian said it was correct. At that point I lost all trust in their company. It felt like a bait and switch situation. I would like most of my deposit refunded. When they showed to perform the contract they did have some siding that was already painted. I am okay with paying for that material cost. The big issue here is I really feel like I was deceived. I was lured in with a low cost solution, they collected my deposit and then more expensive solution was put in its place.

  

  Business response

  11/10/2021

  We have received the letter informing us of the above referenced complaint number.  
  
  Guardian commenced Right to Cure actions with ************ on October 22, 2021 in accordance with *********** Right to Cure Law (ATCP-110).  We believe ************ is attempting to circumvent our Right to Cure by submitting his complaint and is using the BBB to interfere in our Right to Cure process.  The BBB and this complaint is hindering our Right to Cure.     
  
  Please find attached a signed copy of our Right to Cure letter sent to ************ on October 22, 2021, and the Delivery Receipt from the United ********************** signed by ************, confirming the letter was received.
  
  If any other information is required, please contact me.
  
  Respectfully,
  
   
  ***********************
  Guardian Inc.
  
  Office: ************ | Direct: ************
  
  https://guardianexts.com

  

  Business response

  11/10/2021

  Complaint #********
  External
  Inbox
  
  *************************************
  Attachments
  Tue, Nov 9, 1:49 PM (19 hours ago)
  to me
  
  ****,
  
  We have received the letter informing us of the above referenced complaint number.  
  
  Guardian commenced Right to Cure actions with ************ on October 22, 2021 in accordance with *********** Right to Cure Law (ATCP-110).  We believe ************ is attempting to circumvent our Right to Cure by submitting his complaint and is using the BBB to interfere in our Right to Cure process.  The BBB and this complaint is hindering our Right to Cure.     
  
  Please find attached a signed copy of our Right to Cure letter sent to ************ on October 22, 2021, and the Delivery Receipt from the United ********************** signed by ************, confirming the letter was received.
  
  If any other information is required, please contact me.
  
  Respectfully,
  
   
  ***********************
  Guardian Inc.
  
  Office: ************ | Direct: ************
  
  https://guardianexts.com

  Customer response

  11/17/2021

  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 Right to Cure Law applies in the event of a dispute concerning construction defects after a construction or remodeling project is completed. According to the ****************************** Construction defects can involve workmanship, materials, or code requirements in new construction or remodeling, but not maintenance or repairs.  Guardian never completed any work on our house and the contract that I had with them was for a repair job so I dont see how the right to cure law applies. 
  After determining that the repair job was unable to be completed as described at the time the contract was signed, Guardian then sent us a much higher estimate than several other companies to replace our siding.  That estimate had the wrong address and material requirements for my house so I contacted them back to verify that it was the correct estimate.  They confirmed it was correct so that was the final straw for me.  What had started as a seemingly good relationship with a seemingly good company turned into a classic bait and switch operation.
  I then contacted them and in my mind ended the agreement.  I told them that another company wed gotten an estimate from had told us that they would be able to get started by the end of the month, and that since I was already worried about potential water damage, the timeline of this project was very important. I had been waiting 8 months already. I also told them that due to the many issues that Id had up to that point over the past several months I didnt feel very confident in Guardian, and would appreciate it if my deposit was refunded since the work wasnt going to be completed.

  
  My contract stated that the repair work would be completed in 6-8 weeks. Guardian consistently failed to communicate with us and didnt come anywhere close to meeting the time frame that was given on the contract for the work to be completed. Due to this I feel like I have just Cause for Termination of our contract. As I have stated already I have no issue with paying for the materials that Guardian purchased for my repair job, but I dont believe that cost to be anywhere near the $2500 deposit that I paid up front. If I am incorrect about the materials cost then I would like a detailed receipt for what they brought which is currently in my possession.

  
  I also dont understand why this had to come to this point. All of this could have been settled between Guardian and myself which is what I originally tried to do before they sent me the certified letter (which both parties attached to this complaint), that felt like a scare tactic. I hoped that Guardian would value the reputation of their business, acknowledge that they messed up and as a sign of good faith agree to work with us on refunding at least part of our deposit.
  
  Regards,
  
  *********************

• Initial Complaint

  06/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After hiring the company for repairs of siding and for repair of a hole in an exterior eave. I paid in advance (my mistake #1,) with the assurance that it would be done in about 4 weeks. They anticipated this to be a job which would require a crew for a day. With the weather change, it was not finished. I made several calls to the business to have the work completed and they assured me that it would be done. I came home a few weeks later and aluminum sheetin coverd the hole. They left messages for me to call. Guardian Exterior then explained that the siding they ordered was not correct. They wanted to pull siding off another part of my hose to fix the damaged areas. They said this was extra work and wanted to charge me more. I called to cancel the work and explained I wanted a refund for the much larger part of the job. I talked to a supervisor. Calls have not been answered and no word has come from them regarding my refund.

  

  Business response

  08/13/2021

  This has been resolved.

  Customer response

  08/20/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** *****
  

*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. ↩