Complaints

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this home in March 2023. It had the HomeCraft Leaf gutter system installed, with an invoice date 8/13/2019. Since moving in during a rain storm, I noted the gutters were beading and dripping from the lower edge of the gutters surrounding the house. I called a local subcontractor and sent 2 workmen 6-8 weeks ago. Their local boss said it was something he needed to look at. They never came, made 2 further appointments, and were a no-show for every appointment. **************** stated that the issue, 8/23 had been escalated to a regional manager who would reach out, and no contact was made in the subsequent month. I knew some repairs were needed in a crawl space from moisture, and I see no ability to repair a wet basement with persistent leaky gutters. There is an existing roof system that these gutters were applied to. There has been no modification to the house since the gutters were installed.

  Business response

  09/15/2023

  Good Afternoon, 

  We did arrive at the home however when we  did the inspection we discovered  a new roof installed was  over our protection that only has maybe a 1/4 inch over hang which is causing her issues we have explained this to the homeowner one time before I have attached photos of the new roof and of the home. Also Per the contract the origanl owners singed you are our side of the HomeCraft 1 year warranty. 

  Customer response

  09/15/2023

   
  Complaint: 20609668
  
  I am rejecting this response because: This roof, in place prior to gutter install, per roofing contractor ********, **********************************************. ************ Done by the owner since retired, spoke with son. Company has not done roof installations in last decade so this roof was done prior to gutter installation. They insist on a call if the gutter contractor had any questions so they could verify installation of roof. The only time anyone has come to look at roof was once with 2 guys communicating with a boss who never came. They saw the roof install information and knew it predated gutter install so I am baffled about this accusation.
  
  Sincerely,
  
  *****************************

  Customer response

  09/25/2023

   
  after review i believe my issue is with the leafguards installed 2018 (roof installed ****). I suspect these have caused gutters to malfunction. I understand the previous owner had a one year warranty. I now seek a local reputable gutter company to repair. The response was ludicrous and defensive. Another call to customer service clarified what i was working with and there was no in place warranty so i feel free now that i have clarification and appropriate response to seek repairs. When one tries to get arrive at a solution and must resort to an intermediary it wastes all our time. I now can finally proceed.  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 2023 I got gutters installed on my home through Homecraft and the loan to pay them through (Greensky). The same day after I got my gutters installed it rained. I notice that the rain was pouring behind my gutters onto the wood. I immediately called the company they told me to send pictures and I did. Two weeks with by pass 7 months still no nothing until I made a complaint on cfpb. After the complaint that same week they sent someone to fix water damage wood. But the person they sent was not real contractors. They had elderly man and 12 year old and other guy in his thirty's to do the wood. They did more damages to my wood. Now they told me that they are not doing anything else and left my wood undone and left the gutters on my ground and told me i have to still pay $4,800 for gutters that were never put up the correct way from the beginning. Also they never showed me a contract to show what $4,800 covers. I have asked several times to show what it covers and still nothing. I submitted complaint to ******** the loan company and they are not doing anything about what has happen. I need help on what to do.

  Business response

  09/13/2023

  Good Afternoon, 

  ******** has closed the complaint you made against HomeCraft in our favor due to the documents we Provided. However I will have a manager reach out to further assist you.

  Customer response

  09/14/2023

   
  Complaint: 20596886
  
  I am rejecting this response because: I still have  damages to my wood. Because the  contractor put old wood up on my house. I asked him did he get that from real store because the wood looked damage. I had someone come to my home and accessed the wood and the contractor said that the wood was not done right and needs to fixed. Also I never received a layout of what $4,800 covers.  I don't need gutters all around my house because it want work. I had two other gutter companies come to my home and said I dont need them all around house.
  
  Sincerely,
  
  ***************************

  Business response

  09/15/2023

  The job was already completed we installed in good faith hundred of dollars worth of free wood on your home you then refused for us to reinstall our product which is also why greensky has closed the case in our favor. 

  Customer response

  09/19/2023

   
  Complaint: 20596886
  
  I am rejecting this response because: I have had another contractor look at wood and he stated that the wood on my home that was put up had to be old wood. Also he stated I still have wood that has water damage that needs to be replaced. Also the gutters that Homecraft left on my ground are useless because they are warped and DAMAGE AND can't be put back on my home. HOMECRAFT AND ******** ARE DOING FRAUDULENT BUSINESS. THEY ARE CHARGEING 80% INCREASE ON WHAT THEY SUPPOSE TO BE CHARGEING. THERE NO WAY IT SHOULD HAVE COST $4800 FOR GUTTERS. THEY CHARGE $4800 NO PRINT OUT SHOWING DETAIL INFORMATION ON WHAT $4,800 COVERS. I KNOW ITS FRAUD BECAUSE THE CONTRACTOR THEY SENT STATED THAT HOMECRAFT DOES THIS ALL THE **** BECAUSE HE SHOWED ME OTHER CUSTOMERS HOMES ON HIS PHONE THAT HAS WATER DAMAGE TO THERE HOME  AS WELL.  THIS IS PROFF THAT HOMECRAFT DOES NOT TRAIN THERE CONTRACTORS. THEY GET THEM OFF THE STREET.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April 2023 I met with the salesman who sold me on why they were so much better than the others and showed me samples that I have since learned were bogus. We had gutters installed around the entire house the following week on May 1, 2023. It was raining heavily and I noticed tree debris from a ***************** was flowing out of one gutter because it was clogging up my rain barrel. It hasn't rained much since then, but when it did, two of the downspouts were clogged up with *************** tree debris. I called the Warranty number, got the voicemail and was disconnected on 8/30/23. I then called the sales number and they picked up quickly, and tried to sell me gutters. I've since called 8/31, ***** called back and was to have someone call back 9/1/23. On 9/6/23 I again left message, ***** called and same story. No response. I called 9/7 and she said she was sending it up the line to the production manager, *******. No response. I left another message 9/11/23 stating I am reporting them. I've received no response at all. Also, I was assured this was a lifetime warranty but I noticed on the receipt it states 1 year.

  Business response

  09/20/2023

  A Manager will be reaching out to you shortly to further assist 

  Customer response

  09/25/2023

   
  Complaint: 20593479
  
  I am rejecting this response because: NO ONE HAS REACHED OUT
  
  Sincerely,
  
  ***************************

  Business response

  09/25/2023

  Yes Ma'am we have all calls are monitored and recorded. The number was are calling is **************

  Customer response

  09/25/2023

   
  Complaint: 20593479
  
  I am rejecting this response because: I have no record of a call from you. That is the correct phone number. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I met for over 2 hours with ******************* as we have an incoming water issue at our home and we have had people making bids on this work all week.After discussions about every aspect of the job, including the flashing to be replaced by our metal roof, I felt the confidence in allowing ***** to move forward with install. We even went outside and I pointed out the entry point already diagnosed. 1st issue was the financing. I was asked to enter a finance agreement where they couldn't tell me the interest rate, but only the monthly payment and they also couldn't provide me with ANY FINANCE PAPERWORK.In an effort to resolve and mitigate our water issue, I ignored that HUGE red flag. They were super eager to get the contract and even had to change the terms of the contract due to financing. I repeatedly went over the flashing that has been quoted by several vendors to need to be replaced and was ASSURED by ************ it would be no issue. We moved on through, all while mentally noting they were super eager to move forward as well as to get reviews and referrals on site. ************ and I discussed every detail in depth, including pictures being sent to me before my MIL signed off as I would be at work during installation. FAST FORWARD TO ME GETTING HOME TONIGHT AFTER NOT GETTING PICTURES AS PROMISED..... to find out NOT ONLY did they NOT install the flashing to stop the water entry into my home, but when countered with their fraud and deception of the contract **************** supervisor called me and said ************ had no authority to say that he could fix that and that it was a siding issue. He also made sure to let me know that instead of fixing HIS COMPANY'S WRONG, that they would ********** a lien on my home.

  Business response

  09/19/2023

  Email was sent regarding this complaint 

  Customer response

  09/20/2023

   
  Complaint: 20588774
  
  I am rejecting this response because: having their attorney threaten me with a Lien on my home is not an actual response and is not curing the issue they ASSURED me entering a contract with them would cure. Additionally, that does not address the fact that they COPIED AND PASTED my husband's and my signature onto a contract we did not sign. Please see the attached email from their attorney and my response letter. NOT ONLY did their attorney not respond by the deadline I sent therein, but he additionally HAS also YET to even open the email as the "delivery receipt" shows. They have not come out to my home to fix the area that has ACTIVE water entry inside my home as the expectation was set during our contract negotiations that is recorded per Georgia Law and shows that they were not only deceitful, but they have a long history with defrauding clients in this manner. 
  
  Sincerely,
  
  **************

  Customer response

  10/01/2023

   
  Complaint: 20588774
  
  I am rejecting this response because at this time there has been no resolution nor has the repairs as set forth in the 2hour meeting to mitigate water entry in my home been addressed or repaired. I have only received their email from their attorney and am awaiting his "follow up." However, to date, he's only threatened a lien at this time. 
  
  Sincerely,
  
  **************

  Customer response

  10/23/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, and find that Mediation is necessary.

  Thank you in advance. 

  Regards,

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

  Business response

  10/24/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

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

   

  I am counsel to HomeCraft Builders, **** ("HomeCraft"). While HomeCraft is willing to mediate this complaint a criminal complaint was also filed by **************** in this matter. While I don't expect that complaint to go forward I understand it is pending. The existence of this criminal complaint limits the actions HomeCraft can undertake. Accordingly, HomeCraft is willing to mediate ******************** complaint if and when the criminal action resolves in no action by governmental authorities.

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

  Law Offices of ********************************, P.C.

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

  *******, ******* 30328

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

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  HomeCraft Gutter Protection contracted with me to clean gutters, install supports in the existing gutters and place gutter guards.The service was done quickly on 7/29/2023 but with the first heavy rain,water was pouring over both sides of the house and on one side flooding the yard.I have called the number given me by the person who sold me the contract at least 4 times.He did answer once about a month or more ago and said he would take care of it.I also asked he send an English speaking person since neither of the installers were and I don't speak Spanish.I tried calling the warranty number but that response is that the line is no longer working.I simply want the problem addressed.I want him to show up !

  Business response

  09/11/2023

  Good afternoon ***************** we will have a manager reach out to you immediately to further assist you. 

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 6, 2023, I paid ******* to have 241 ft of gutter protection for my home. The contract included seals,realignment if needed, hidden brackets for support, cleaning of gutters and downspouts, lifetime replacement warranty, and 1 gutter gate. It didn't rain for several weeks but when it did we noticed we had the same problem as before. My first contact was made on May 23 to *****. I called back on June 12, 13, and 14th. Other calls were made on June 29, July 6, 10 and again today August 15,2023. A trip was made to my home after call to ******* on July 10, but, problem remains. You can only tell after it rains if service provided was correct or not.I explained before purchasing this service that we were no longer able to climb ladders to clean gutters and we were assured they could fix the problem.

  Business response

  08/25/2023

  We will have a manager reach out to further assist you

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 18th ****** from Homecraft came to my home and presented why his company was better than the others. Showing me how they secure the gutters and screens every 8 inches so the gutters have a 100 pound weight rating. How the use a special tri polymer sealant to make sure there are no leaks. He was very willing to take my $7000 and had guys out the very next day to install. The next day it rained and that is when I noticed things were not done as promised. I had leaks between the gutters and fascia, the gutters were leaking around the end caps. Upon further inspection I found that the gutters were very loose and not secured every 8 inches as promised. The screens were not secured but every ***** inches as well. I doubt these would hold 10 pounds much less the 100 I was told they would. After reaching out to the company and providing videos of the issues, they have the audacity to want to charge me to fix their issues. I would recommend you stay far away from this company. At this point, I either need to find a better gutters company to fix their issues or hope they will just take the gutters back and refund my money. Again, STAY AWAY FROM HOMECRAFT

  Business response

  07/26/2023

  ************** your above statement is untrue, The reason for your service charge was for the shingles you asked us to replace for a preexisting condition and was not part of the original contracted for for us to do and you declined stating you would have another roofer come out and look at it. 

  Customer response

  07/26/2023

   
  Complaint: 20372716
  
  I am rejecting this response because:

  The photo shows the piece of fascia that was replaced not any issues with the shingles. It also does not address all the other concerns I have with this low quality installation. It also does not address the fact that I was told one thing by one employee and something totally diffterent by another. It does not inspire much confidence in the company
  
  Sincerely,
  
  ***********************

  Business response

  07/27/2023

  Good morning, We did not replace fascia per your contract we only did soffit work, you can also tell by the pictures I have provided that the shingles are old and torn allowing water to rot your fascia. 

  Customer response

  07/27/2023

   
  Complaint: 20372716
  
  I am rejecting this response because:

  If you speak with your guys, you will find out that they did in fact replace a portion of the fascia on the back of the house. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 4th, 2023, *********************, working for the HomeCraft company, met with me and my nephew. I signed a contract with the HomeCraft Company and paid with cash. The installation was May 10th, 2023. After the workers left, I noticed that one of the downspouts had not been installed; therefore, I contacted *****. I was told that it would be install and not to worry. Time came and no one had connected with me by the end of May. This company has a call center number; therefore, communication with the owner is difficult but I researched and finally spoke with ******, the owner. I shared with him that I would be filing a complaint. He promised me he would take care of this issue. As of today 7/24/2023, all I get is ASAP. Recently there have been several thunderstorms with heavy rains; this is when I learned that several of my gutters are leaking so badly that I have to use a bucket on my patio porch and others are flooding like waterfalls on the other side of my house. I sent videos to ******, the owner.I recently received an email from ****** stating he was away and apologized. Again with ASAP. August 10th 2023, will be 3 months since my installation has been leaking and still no downspout. He has his money and I would like my problems addressed. Also, I was given a warranty for a year. I would like to send pictures and videos of the leaks; I have sent them to ****** and *****. Please provide for me to upload them. You would think HomeCraft would send a team over and solve this issue. NOT YET!!! And by the way, this company is on Anji list. The gutters just need to be corrected before it rains again.

  Business response

  07/24/2023

  The service manager will be reaching out to you shortly to help resolve your service issue or if you would like you can also reach out to our warranty department at ************. 

  Customer response

  07/26/2023

  As of today, July 26, 2023, Home Craft Gutter Protection of *********** has NOT CONTACTED ME.  About an hour ago, I received a call from BBB.  I shared with the caller that the Home Craft Company has never contacted me.  The Home Craft Company has NOT spoken to me on the phone or by email since I filed the compliant.   I read the response that was sent by BBB which read: *********** would contact me or I could call them; so I did.  I have recorded the response.  Same has usual a *********** with a recording.   I left a message; let's see if they call.

   I understand that I have seven days but at this time I have not heard from them; therefore, I am not sure how to reject their decision/offer since I never received a communication or an offer from them.

  I would like to share this with BBB.  Yesterday, I received a call from Anji's  Company.  After speaking with the company about Home Craft Gutter Protection, the Anji representative stated they would be requesting HomeCraft to respond to me and they had 48 hours to do so.  On Thursday, 27th, *********************************** they will inform me.

  At this time, I am rejecting HomeCraft, and the reason is I have not heard from them.    I hope they call me because they have **** of my money and I have leaking gutters.
  

  Business response

  07/26/2023

  ********************* we have contacted you through the numbers provided on contract as well as your email to let you know your service is scheduled for Friday 9-1 arrival time. 

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gutter guards were installed on may 30, 2023 & 2 valley *******. The guards are too dense to allow any sediments to flow through & thus clog.the guard screen allowing the water to flow over gutters.Likewise, the valley ******* accumulate debris and the water runs around both ends and over the gutter. remove the valley shield...perhaps remove the gutter guards & install less dense guards...

  Business response

  07/31/2023

  Good Afternoon, a manger will be reaching out to further assist you. 

• Initial Complaint

  07/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of Transaction: July 11, 2023 Amount Paid to the Business: $1490.00 What the Business Committed to Provide: HomeCraft committed to provide home improvement services as per the contract signed on July 11, 2023. They were expected to begin work on July 12, 2023, and complete it within the specified timeline stated in the contract.Nature of the Dispute: The dispute involves my decision to cancel the contract with HomeCraft due to concerns about their professional conduct and business practices. Despite cancelling the contract within the FTC's "cooling-off" period, HomeCraft has refused to provide a refund for the down payment. In addition, there were discrepancies in their business address and difficulties in contacting their customer service.Resolution Attempts by the Business: To date, HomeCraft has not taken adequate steps to resolve the issue. Instead, they have directed me back and forth between their offices and the financing company regarding the refund, resulting in a circle of non-accountability.Account/Order/Tracking Number: Job# CH# **** I am seeking a full refund of the down payment I made, as I believe HomeCraft has not adhered to FTC rules regarding contract cancellations within the cooling-off period. Despite my attempts to resolve the issue directly with HomeCraft and the financing company, my requests have been ignored or dismissed

  Business response

  07/17/2023

  Good Morning, 

  As per the contract that you signed as provided above states that deposits are non refundable. 

  Customer response

  07/17/2023

   
  Complaint: 20323247
  
  I am rejecting this response because:

  "************** General Statutes, Chapter 75, Article 2: Unfair or Deceptive Acts or Practices: This law prohibits unfair or deceptive acts or practices in trade or commerce." You certainly employ deceptive practices and I have it all recorded. This will be a very straight forward case for my lawyer given all of the evidence I have. I tried to make this easy but you refuse to refund, now I will be coming for more than a refund. I am attaching a still image that shows your rep at my home, it shows this is a recording. Additionally, ************** follows the "one-party consent" rule, which means that as long as one person involved in the conversation consents to being recorded, it is considered legal.

  Sincerely,
  
  ***************************

  Business response

  07/17/2023

  Sir ** is not deceptive when it is clearly written and states the deposit is non refundable and is also signed by you and dated. 

*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. ↩