ComplaintsforGuardian Impact Windows & Roofing LLC

• Initial Complaint

  10/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 06/04/ 2024 i signed a contract with guardian to replace my roof going back and fort with this company i i have tried to cancel by way of e mail a phone with no results the contact states if i do not cancel in 3 days have to give back any money i gave them since no money or service was provided And they are saying they are going to put a lean on my house Than you ******** *******

  

  Business response

  10/04/2024

  Thank you for reaching out regarding your request to cancel the contract.

  
  As outlined in our agreement, our contracts become binding after the initial three-business-day cancellation period. Beyond this timeframe, Guardian Impact Windows and Roofing begins to allocate time, money, and resources to fulfill our commitment to the project. In your case, our team has been actively working on this contract for almost four months, ensuring that everything is in place to deliver the quality service you expect.

  
  We understand that circumstances can change, and while we are committed to providing the best possible outcome, it's important to recognize the investment that has already been made. We would be happy to discuss any concerns you may have and explore possible solutions moving forward. Please feel free to reach out, and we will do our best to assist.

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company installed glass patio doors for me in July 2024. The doors arrived damaged and the company reimbursed me $500.But, in addition, the workers completely broke the jambs and plaster around the doors when installing them. The company representative could not fix this defect, he could only paint over the scratches and potholes. Although under the terms of the contract the company was obligated to fully compensate for the damage. I had to pay $300 to another company to remove the damaged stucco, apply a new layer of stucco and paint the damaged areas. I provided Guardian with an invoice for the work done, pictures of the walls before the walls were installed and after the installation (with evidence of the damage done). In addition, a representative company ***** saw all of this in person and confirmed that he was unable to repair these defects. Despite all the evidence Guardian has refused to compensate me for the damage.I am now preparing a lawsuit for the Florida Small Claims Court and I am making a last ditch effort to get Guardian to voluntarily compensate me for the proven damages.

  

  Business response

  10/04/2024

  Thank you for bringing this matter to our attention. We apologize for the inconvenience and frustration you've experienced with the installation of the glass patio doors.
  When our team was made aware of the issues, we took immediate steps to address the damage by reimbursing you $500 to account for the initial inconvenience. We also attempted repairs onsite to the best of our ability. However, we understand that these efforts did not meet your expectations, and we acknowledge the additional work you had to arrange for the stucco and paint repairs.

  
  We have reviewed the invoice you provided, along with the photos and feedback from our representative. While we strive to resolve every situation fairly, we must also follow our internal policies and guidelines for compensation. In this case, we believe the initial reimbursement was a reasonable effort to rectify the situation. Nonetheless, we remain open to further discussion to explore a potential resolution.

  
  Our goal is to ensure customer satisfaction, and we genuinely regret that this issue has not been resolved to your satisfaction. Please feel free to reach out directly so we can discuss this matter in more detail and work towards a mutually agreeable solution.

  Customer response

  10/20/2024

   
  Complaint: 22350762
  
  I am rejecting this response because: This is a formal answer. I was paid $500 compensation for the defective doors. No one compensated me for the damage to the walls.
  
  Sincerely,
  
  ********* Pobolyelov

  

  Business response

  11/01/2024

  We have done everything in our power to rectify this situation, including reimbursing the homeowner $500 in good faith. This is what was agreed upon.

  We strive to please everyone, and we built our entire business around this fact, but unfortunately there are times when this is possible. For more details on the actions weve taken please review initial response.

  Customer response

  11/05/2024

   
  Complaint: 22350762
  
  I am rejecting this response because:

  A $500 compensation was offered to the company for selling me defective doors with signs of damage. This compensation was offered long before it became clear that the company would not be able to repair the damage done to the walls during installation. At the time the $500 compensation was agreed upon, it was not yet known that the walls could not be repaired, so this simply could not be discussed and could not be included in the $500. This is additional damage that the company refuses to compensate for. Although I paid money for the wall repair and have proof of this (and photo and video proof of the damage too). 
  
  Sincerely,

  
  ********* Pobolyelov

• Initial Complaint

  08/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Honestly,Where to begin. Here the last email I sent to them This is just 1 of 100 documents, chats, phone calls and runaround theyve given me.Please LET ME SHARE THE 200 photos outlining this and allow depositions to be collected. Well, this is BEYOND terrible news- super Disappointing and more delayseven though you were all on site last week fixing the slider that created a leak and hole in my garage, which is one of the many reasons the first inspection failed. Then, we have to wait another week for it to dry.then today (the day before inspection #2 is supposed to occur) you guys decide to look at the other windows and determined that four of them need to be completely redone!?!. So my house continues to be fully exposed- my three-year-old, baby and wife living in the chaos And this is absolutely absurd. Nothing else I can do except say OK and also responded to your email telling me that theyre going to come at nine thirtyish tomorrow morning. Running out of words at this point and feel terribly inconvenienced, not to mention embarrassed by the sloppy job done the first time that warranted almost an entire restart the second time around. Honestly - regardless of the size of this project, I dont think Ive ever had a more disappointing and frustrating Customer service/product experience in my life. This is not how good business is done. Ive never had more lip service and bs from the words were going to fix it or well get it done, than this experience. what actions will you ensure to finish up this painful experience so we can finish up this project and move on? Seriously, do right by your customer.

  

  Business response

  09/18/2024

  We are writing in response to the complaint submitted by Mr. **** ****** concerning his project with Guardian Impact Windows & Roofing LLC.
  At Guardian Impact Windows & Roofing LLC, we are dedicated to delivering exceptional service and top-quality workmanship to all our clients. The project for Mr. ****** involved the installation of impact windows, a task we approached with the utmost care and professionalism due to its importance for the safety and comfort of his home.
  We are pleased to report that the project has been fully completed in accordance with the terms and specifications outlined in our contractual agreement with Mr. ******* Our team worked diligently to ensure that every aspect of the installation met the highest industry standards. Throughout the project, we promptly addressed any concerns that arose, taking immediate action to resolve them efficiently. This proactive approach reflects our commitment to customer satisfaction and our dedication to upholding the standards of excellence that define our company.
  All required inspections have been successfully passed, confirming that the work complies with all local building codes and regulations. This not only provides assurance of the quality and safety of the installation but also underscores our adherence to all legal and professional obligations.
  The project has been completed to both our and Mr. ******** satisfaction. We value the trust our clients place in us and strive to exceed their expectations in every project we undertake. By promptly addressing any issues and maintaining open communication, we ensured that the final outcome met the high standards we set for ourselves and that our clients expect.
  We appreciate Mr. ****** bringing his concerns to our attention. Feedback from our clients is invaluable as it helps us to continually improve our services and enhance the customer experience. Customer satisfaction is our highest priority, and we are committed to delivering quality results on every project.
  Should you require any additional information or have further questions regarding this matter, please do not hesitate to contact us. We are dedicated to maintaining transparency and upholding the standards expected by our customers and the community.

  Customer response

  09/19/2024

  This response is a cookie-cutter response and the only time they responded is when I had to proactively go out of my way and **** them down and hold them accountable for the work they promised they would do. They threatened to sue me within 24 hours of completing the project, all they cared about was getting through the minimum acceptable rates to pass test from the city that took them four times to come out and visit the house. Theres contracts and then theres verbal agreements and doing the job correctly- Id really like a little bit more time to figure out how I want to pursue or move forward with this, but I do not accept their response at this time. What sort of timeframe do I have? 

  Customer response

  09/20/2024

   
  Complaint: 22222167
  
  This response is a cookie-cutter response and the only time they responded is when I had to proactively go out of my way and **** them down and hold them accountable for the work they promised they would do. They threatened to sue me within 24 hours of completing the project, all they cared about was getting through the minimum acceptable rates to pass test from the city that took them four times to come out and visit the house. Theres contracts and then theres verbal agreements and doing the job correctly- Id really like a little bit more time to figure out how I want to pursue or move forward with this, but I do not accept their response at this time. What sort of timeframe do I have?
  
  Sincerely,
  
  **** ******

  Customer response

  10/01/2024

  I had asked for a few days to evaluate the situation. They claim that they have finished, but theyre not they had to order another set of sliding doors that arent gonna be here for 30 to 45 days. I genuinely believe that if I proactively post and fight them that they may not deliver on it. 
  This company is a bunch of scumbags and I have never filed a complaint with the BBB before I asked for an extension so that I could see how they would handle it but instead they threatened to sue me at 8 PM the day they finished the inspection. May I please have the opportunity to discuss this with somebody on my phone ************

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New Metal Roof was install and they did not complete the work fully..I have email and call 3 of guardian employee several time....@ They did not replace 1 BEAM as promise by Sales Person ( *******************************)@ Above front door and Back door the WATER DIVERTED not install.@ All 4 to 5 Corner underneath the Roof when Facial wood been refaced they damage part of all the corner which not fixed and All facial wood replace has NO CAULKING all around.@ the Flat Roof End not Glue completely.@

  

  Business response

  08/15/2024

  We worked with the client to figure  out the miss understanding. Took the steps to completely correct  all his issues and he is now very happy. He removed his bad review from ****** and proclaims to do the same for the BBB. 

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November of 2023 we hired this company to install impact windows and a metal roof on our home. Little did we know that it was soon to become a disaster. Everything and anything you can think of went wrong. It was Murphys law full effect. Mainly to blame on the incompetence of the office staff ****** and *******. They are clueless about what they are doing to the point where the had the inspector come out to my home to see a job that wasnt even started yet. But it doesnt end there. The second time around, she forgot to place the documents required in the folder for the inspector. Again, clueless! So after the inspector coming out twice unnecessarily, the third time he realized that the roofing guys had skimped us out on some metal. They swept it under the rug as if they measured wrong mind you, we pay for the metal by the foot and they were pocketing approx 4 feet by 15 feet worth of metal. When they were finished I couldnt even tell the roof was done. It honestly looked worse than when they started. It was so sloppy we ended up having to complain about it which in the end they never fixed. My mistake was letting them start on the windows after seeing the disaster they were. But, we had already paid for them, IN CASH!!!! $48,000 for both windows and roof, for a job that looks like was done as a DIY project. The crew that came to install the windows broke the stucco, the dry wall, the window ***** and when we pointed it out to them they acted like they did nothing. Again we took pictures and send the to the corporate office. NOTHING was done. Instead they refused to install a window which we had agreed on the contract that they would install and never came back to fix any of the other stuff they broke. But the icing on the cake was when I recieved a letter from the county stating that the permits were not closed yet! A job yeah was supposed to be closed 3 months ago! And when brought to their attention we got ignored.

  

  Business response

  08/05/2024

  In most roofing and window projects, the primary challenge often arises from homeowners' lack of familiarity with the process. Since this is not an everyday task for them, they may feel confused about the steps involved and the scope of work required. At Guardian, we handle and install ***** projects annually, consistently maintaining a 5-star rating, with less than 1% of projects encountering issues. Nevertheless, the nature of this industry means there will occasionally be dissatisfied customers, often due to unrealistic expectations.
  
  It is essential to clarify that it is impossible to compromise on roofing materials. The roof area is precisely measured in square feet, and the materials are ordered accordingly. Any shortfall in coverage would not only result in a failed inspectionwhich was not the case herebut also cause leaks during rainfall, which has also not occurred.
  In this particular case, the customer is dissatisfied because we declined to install a window he purchased from a 3rd party that does not fit the designated openingit is oversized by approximately one inch. For a concrete block opening, such a discrepancy is significant. We offered the homeowner the option to acquire the correct size window, which we would install at no additional charge. However, this solution was not satisfactory to him. The customer insists on installing an improperly sized window in the existing concrete opening, a request we cannot accommodate due to safety and quality standards.
  
  As a responsible and reputable company, Guardian is committed to providing high-quality service and accurate information, which sometimes involves addressing and correcting unrealistic customer expectations. In this instance, we have acted in the best interests of the customer by refusing to install an unsuitable window. Our communication has been clear and consistent: once the correct window is obtained, we are ready to proceed with the installation. We even offered to assist in sourcing the appropriate window at cost. We believe we have fulfilled our obligations and taken all reasonable steps to resolve the situation professionally and ethically.
  We remain committed to assisting this customer and are dedicated to achieving a satisfactory resolution. Our team is prepared to continue offering support and ensuring that the project is completed to the highest standards of quality and safety.

*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. ↩