Five Guys Roofing

Review: Five guys installed foam to seal ductwork & the roof that leaked when it rained within a weeks of completion. The leak caused significant interior damage to drywall & cabinetry/furniture. They have failed to respond to numerous e-mails & phone calls after their only attempt on the repair. The roof is still leaking. We have asked them to fix the leaks & provide restitution to homeowner to make repairs that was caused by their roof failing. Their only admission per "[redacted]" is the homeowner should file on insurance cause they won't cover damages? Contract states there is a 5 year warranty on their work. Registrar requires minimum 2 years on workmanship. The roof didn't make it through the first rain.Desired Settlement: Repair roof to make watertight. Payment to complete repairs to damaged areas to homeowners satisfaction.

Or make a full refund of payment for work performed.

Business

Response:

Likewise, I just received notice of a complaint from Mr. [redacted]. We have been in contact with the homeowner of this property and have done additional repairs to his roof. In fact, when contacted a few days ago he said that his roof was leak free. When asked about the repair to the interior he informed us that it is a Jewish Holiday and he would like to wait until October first to do any additional work.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I want others to be aware this business did the right thing end the end but not without some effort on my part. The owner just alluded to my lack of intelligence when I questioned a billing error. They billed me 100% which I tried to pay once even though I was unhappy with their work. The payment through their web site payment service didn't go through, so I waited for them to contact me. It took over a month. I got another bill by email, I called to not only express my concern that the first one didn't go through but to also voice my displeasure with the work that had been done. They did get back to me and fixed my issue for free but asked me to pay 100% of the invoice in full before they would rectify their mistake on my roof. I wasn’t comfortable with that so I suggested I pay 60% now and the remaining 40% after the error was rectified. They agreed. I promptly paid 60%, the work was done and I awaited the remaining invoice reflecting my balance. I got another email with a bill for 100% again. I emailed back and said I would be happy to pay an invoice that reflected my 60% payment. I also called Justin and left a message to mention it and see if they would quote another project I had with another house. I waited for over a week without a response. So I called the “owner” [redacted]. He called me back the next day. I voiced my concerns and he said, "since I couldn't do the math" he would send another invoice. And when I asked about the lack of response in my request for a quote on another project after having an issue and them making it right on their dime, he said basically they wouldn’t want to quote another project for me because they had already lost money and I am a problem client. Which really throws me. I have been kind and respectful with my dealings with both him and Justin and even decided to give them another try because, they admitted their mistake and rectified it. In my opinion that was good enough to try to use them again. But after speaking with [redacted] on the phone and being insulted I have to surmise that they are not a company worth a second chance. My first clue should have been they never got my name right. I am in the marketing industry, and customer service is the foremost important touch point any business can have with their customers. Their lack of customer service is disappointing since I love to support small businesses.

Review: Can't complete the service contracted and ignoring my questions, queries and no refund.

The service is to provide architecture modification design for kitchen area by Five Guys Construction (the company). The company partnered/hired an architecture engineering firm for the job. The design documents will be used for city permit as well as implement the project. The company invoiced me with $1000 and the payment (credit card) was made on June 10th, 2013.

The design service started on June 6th by measuring the property. It was promised to finish in 1 or 2 weeks. I made phone calls and sent emails to query the status of the service. On June 18th, I made the 4th phone call to remind the design personnel to complete the design in 2 to 3 days. Since then, I have not heard anything from them.

On July 15 (40 days later), I sent notice to the company for cancellation of the design project and demanded refund of $1000 for non-completion of the service. I never heard a word from them.

On Aug 7th, I send the notice again, the company has not replied.Desired Settlement: Refund the service that can't provide.

Business

Response:

I have attached our proposals to Mr. [redacted] and a copy of the invoice ([redacted]) for "Plans - Design and drawings for permit". I will also forward over the plans that we provided to Mr. [redacted]. These plans were drawn up based on the information he gathered during our site visit and from Mr. [redacted] himself. His ideas later evolved and he was unwilling to pay to have these new ideas incorporated into the plans. The plans that we provided were sufficient for submission to the Town of [redacted] for a building permit. They did not include his subsequent changes.