Complaints

• Initial Complaint

  01/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We recently had this business put a new roof on our home. After completion, two of the ventilation fans are broken. Graves brothers refuses to take any action to resolve this. The contract outlines possible damage from vibrations to things hanging from walls such as picture frames and suggests removing them. Obviously it is not possible to remove the ventilation fans. They claim they did not touch them but they had to manipulate the duct which is connected to the fans. We do have a ceiling fan in the same room as one of the broken fans which was not damaged indicating to me that it wasn't just vibration that caused the damage. This company does bathroom and kitchen remodels so it seems like a simple and acceptable solution would be to have someone come fix the issue.

  

  Business response

  01/23/2025

  We have spoken with the homeowner and will send a manager to their home to review the fan issues at no cost. After the review, any potential solutions will be discussed with the homeowner and if needed, an estimate provided.

  Customer response

  01/24/2025

  I met with John from Graves Bros this morning. He was able find and fix the problem with the kitchen vent fan. The bathroom vent fan will need to be replaced which we've come to an agreement on discounted labor cost.
  

• Initial Complaint

  12/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 14, 2024, Graves Brothers began my roofing project, including a complete tear-off and installation of new gutters. They were supposed to clean up daily and inform us of any issues. First issue: my fence was damaged on November 14, 2024, by the second dumpster. The corner pole was bent, the side top pole was cut short, and the front top pole remained bent. A fencing company came two weeks later after multiple calls. They did not replace anything but left the front top pole bent and moved the corner pole inward, making it look worse. Jennifer said they spent $700 on the fence and would not spend more. Second issue: the soffit on the side of my house was not replaced. We noticed this the following Monday after the project finished late on Friday. They claimed the soffit fell due to rotted subfloor but did not inform us, leaving a hole. They offered to fix it for an additional cost, even though it was fine before the roofing job. Third issue: after the roofing project, my lower gutters were not cleaned out and left with roofing nails and shingles. Despite owing $460 for an extra roofing layer found during the tear-off, my issues remain unresolved. Why were we not informed about the soffit issue before the project ended? Why did we have to find and report it ourselves? The fence and gutters are not in the condition they were before. The crew failed to clean the gutters properly. Our gutters we ended up cleaning ourselves since we had heavy rain and they were clogged. But my fence I want fixed correctly and I want a piece of soffit put on my house to cover the hole that was never there prior. Or adjust my bill so I can hire the companies to come in and complete the work correctly.

  

  Business response

  12/20/2024

  The fence damage was created by a third-party Dumpster vendor. We verified that the issue was addressed by the vendor when they hired a fencing company to put the fence back to working condition.Regarding the soffit, we will cover the hole that was created from the rotted/missing piece at no charge, but painting will be the homeowner's responsibility.While our team makes every effort to clean up thoroughly during a job and after its completion, some debris may remain.

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Graves Brothers installed 3 doors along with door frames inside my house in November of 2020. I paid $4,400 for this. One of them is the kitchen door that exits to outside. I have a 5 year warranty on all work completed on all doors and frames. In September of 2024 I noticed the top inside of my kitchen door frame is leaking extensively when it’s raining. The wood is covered in black mold and extremely water damaged. I contacted the company and explained the situation. It took over 2 weeks to get someone out to look at it and attempt to fix it. When the repair man came out he was told by his boss at Graves Brothers to scrap off the black mold and paint it white. The repair man admitted he should do more so he attempted to fix the situation by taking off the top outside aluminum casing of the door. He told me he found that the door frame was not installed properly and that is why the door has been leaking. He said he installed a piece of metal inside the top of the aluminum casing to prevent water from entering the door frame again, but he cannot guarantee this will work! The repair man completely agreed with me that the company is wrong and the frame should be replaced. I have a five year warranty on all work. You cannot paint over black mold. The mold is inside the wood still. The job was not done properly 4 years ago. We never use this doorway, it is strictly for decoration, to look nice. We did not notice the problem for a while because the door is not used, and now it’s destroyed. They refuse to install it properly.

  

  Business response

  11/08/2024

  There has not been a denial of warranty. Our company uses set processes for warranties and to identify product and installation issues. The service visit was a diagnostic step in the process that would lead to a clear resolution. We are working to identify where the water intrusion point is located, and the first service visit will help us to do that. The homeowner’s siding is a type of siding that is delicate and can't be removed, changing how we make our diagnosis. There could be a leak near the door from the installation or an unrelated spot where the roof, gutters and siding come together. Without a proper diagnosis, any new perfectly installed door could have the same issue. During the diagnostic process, the homeowner asked us to leave. Our resolution is for Graves Brothers to finalize our process, diagnose the issue and if the door installation is the issue, then we replace it. If the leak is coming from somewhere else, then the homeowner would need to have the actual leak repaired.The customer has a responsibility to let us know of an issue in a timely fashion. If this had been identified earlier, the repair would have been less involved and there would have been less deterioration.

  Customer response

  12/17/2024

  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. I did not tell your worker to leave my house.  That is a complete lie!  You are A liar!!  You told him to leave my house.  You can replace the door frame.  It must be replaced.  But no one is touching my roof or shingles!!! It has been proven that they are not the issue. Tearing off any roof or shingles would be destroying something that is not broken.  The only thing leaking is the door frame installed by your company. Please call me to set up an appointment to replace the door frame. Thank you  Regards, ******** *****

  

  Business response

  12/27/2024

  To proceed with the warranty process, Graves Brothers must first complete an inspection. We are offering to finalize a warranty diagnostic to accurately identify the issue and ensure the appropriate resolution. Please let us know if you would like to schedule this diagnostic.

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Icontacted Graves Bros due to their 40 years in business. Turns out they were bought by **** ************ who doesnt have nearly the same expertise, professionalism, or skill. Without any notice, **** showed up on the morning of my roof install - not graves. This was my first sign that something was wrong. They never cleared my gutters out good enough so I had to do it myself during a rainstorm because water was backing up on my roof. Then I noticed a bunch of shingles that weren't sitting flat in one area of my roof. Contacted the site supervisor who was on the job as well as the original estimator but didn't hear back. Then I called the main phone number an got someone who took notes about my complaint and I received a call back from a completely different person a few days later. He apologized for the gutters and the shingles and said someone would be out to fix the shingles. a guy came out to fix the shingles but said the issue was bigger than anticipated and he would need to come back. No estimate on when he would be back. I waited two weeks without any update from them on this so sent a text message to the guy who scheduled my repair originally. no text back yet. then today it was raining and I can hear water dripping on the first floor cieling. this wasn't something that was even happening with my old roof. so in other words I spent 20k to have a roof that's in worse shape. spending this kind of money is a very difficult choice and now I feel like I made the wrong choice by going with Graves. I called the main phone number again today to bring up that the first issue of incorrect shingle installation wasn't fixed still and now there's a complete different and more severe issue in another part of my house. this house had water damage in many places before I purchased it. Getting a new roof was to help ensure that water damage wouldn't get any worse. When I called today I was told I should hear from somebody next week. still no exact day or time.

  

  Business response

  07/05/2024

  We will send a team to manage the roof repairs. Our production supervisor will work with the homeowner until completion.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired Grave Brothers for a job after speaking to not only the salesmen, that came to the home, but also the manager, who both reassured me the work would be completed in the time and amount agreed upon. Only to have the job half completed and told they will not come back to finish unless i pay the full amount. On top of that I would be charged additionally. I told them I would not pay the full amount. This went on and then they threatened to send the bill to collections if I still do not pay the full amount. I paid the bill in full to prevent this from happening then the very next day after not hearing from multiple conversations a solution they said "Yes they would allow for me to pay only $400." So, the last 2 weeks I have attempted to call to receive a refund of $197.24 which they again are completely blowing off. All I am looking for is that amount to be refunded via check or credited back to my account. I have added the text message from the salesmen in the supporting documents.

  

  Business response

  02/08/2024

  Graves Brothers will provide the homeowner with a check for $197.24.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Met with estimator to have roof/siding/gutters replaced. I made him aware that my gutters were oversized. He stated that they were 5" gutters but he did not verify. He guessed based off of pictures. Job was completed and there are now overhanging downspouts that are too large because the incorrect gutter size was installed. There are also 2 different sized downspouts installed on my house. Met with a quality control manager that only offered to fix the front of the house, but not the whole issue. They made a mistake by not measuring the original gutters and will not own up to the mistake.

  

  Business response

  02/01/2024

  We originally performed the job to the contract that the customer signed off on. The customer was unhappy with the size of gutters after they were installed, even though the gutters were what he agreed to in the contract. We gave the customer an upgrade at no charge for areas the customer was concerned about. The customer was still unhappy with the gutter and wanted additional work outside of contract at no additional charge. We did not agree to this. The customer still has a significant balance on original contract.  

  Customer response

  02/01/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   To address the “significant balance” comment, the job was financed through the finance company they provided. We were approved and currently making our monthly installment payments.   As for the incorrect gutter size, the “professional estimator” didn’t measure the gutters, he guessed based off of pictures. I was assured that I had 5” gutters, which I did not. I signed a contract based on a “professionals” description. This is exactly why the down spouts do not match the gutter size. I can provide pictures and proof of the issues at hand. I have proof via text messages saved between the project estimator and myself. He was informed of the gutters being oversized and I was very clear that they were to remain the same.    Regards,  ***** *******

  

  Business response

  03/01/2024

  Client had originally signed off on white 5” gutters with 2” x 3” downspouts in white color.   The gutters and downspouts were then upgraded to black colorUpgraded at no additional charge to the client Retail Cost $444 (222 Ln. Ft.)  Client then asked to be upgraded to 3” x 4” oversized downspoutsThis was installed with no additional cost to the client. Retail Cost: $2,937 (120’ Ln. Ft.).   Client didn’t like the final look of the 3x4 downspouts connecting to the 5” gutters and requested that we replace all gutters and upgrade to a 6” gutter system on the entire homeClient requested work at no additional cost                                                                i.      Retail Cost to replace home with all new 6” gutters: $2,541 (102’ Ln. Ft.). We offered to provide him with an upgrade on the front porch to a 6” system but if we replaced any of the other gutters it would be done at retail cost                                                                i.      Note: Based on before photos this is the only gutter on the home that was previously a 6” gutter                                                              ii.      Retail cost for front porch gutter replaced to 6”: $627 (15’ Ln. Ft.). 

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract and the job was supposed to be done by the end of Nov. Joseph W******** came into my home and said it would be done by then .I have contacted him and the scheduler was supposed to call me back yesterday and did not call back. It is constant excuses . I talked to the scheduler two days ago and said if they couldn't get.the job done when they said they would to take $1,000 off the bill and he finally called me back and said he couldn't do that. I feel the frustration alone of waiting so long is worth even more than that. I need the soffit fixed as it is rotting and leaf filter has to come and put the gutter back on and I need to schedule that too and since they keep me waiting I can't do that either.It is going to be too cold and bad weather is surely coming !! Please help me resolve this situation. Thank you,******* *******

  

  Business response

  12/07/2023

  Delays are unfortunate and a part of exterior remodeling. At this time, our team is onsite working on this project and actively communicating with the homeowner to move the project towards a timely completion.

• Initial Complaint

  11/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/20/22 New Roof Installed. 12/15/22 Concern with Roofing shingles lifting and wavy. Graves representative inspected the roof and stated the lifting would settle. 4/18/23 Concern with the shingles lifting and still wavy. Graves representative came out inspected the roof replaced 2 shingles and nailed down six. Leaving the ridge vent and rest of the shingles as is. No solution to the ridge vent and remaining roof problems. He stated to my husband and a neighbor you get what you pay for. 6/5/23 spoke with Tyler who assured me we had a quality roof. 8/6/23 sent pictures to Tyler said he would pass on to the people that need to see them. 8/29/23 After hearing nothing from Graves I called and James from Graves came out and inspected the roof stating it was not quality work that was done and roof needed to be replaced. He stated he was bypassing Scott and going to call John and I should hear from him in a few days. 9/6 After hearing nothing back from John I called and had ***** **** come out and inspect the roof. They did the inspection and stated the roof had zero life expectancy and took multiple pictures of the roofing issues which I sent to Graves. 9/8/23 Spoke with Scott he stated he or the project manager would get back to me that Friday or Monday the 11th of September. 9/12/23 Talked with Scott he stated he forgot to tell John and apologized. Pictures were now being sent to the manufacture. And told we would have a result on the issue. 9/13/23 Spoke with Anthony said he would set up appointment with the shingle representative from ***. 9/14/23 Anthony set the appointment and told me he would be out with the *** representative on 9/21/23 9/21/23 Texted Anthony to make sure we were all set for the appointment to look at the roof. He stated he was unable to make the appointment but he would send John, Graves Production Manager. Anthony stated ****** *** representative and John have a good working relationship. 9/21/23 John and ****** came for the appointment. John went up and inspected the roof again. ****** took some pictures and looked at the roof. Pointing out issues he saw and from the pictures I shared as he stated he never received the ones Graves sent. John, ******, my husband, and I were all standing in the backyard looking at the roofing issues. I made the statement so we are all in agreement that the roof needs to be replaced, John and ****** both stated yes. I asked the question twice and the answer was yes. I told John and ****** I had a concern with the sheathing integrity do to the fact of the install issues and this would be the third roof on this house built in March 2021. John informed me that if I felt comfortable with James who came out on 8/29.23, he would have him on the roof the whole day of the replacement to oversee the job. John removed two shingles to be sent for inspection. We did not have the correct shingles here so I borrowed two from our neighbor so the process could continue. 9/26/23 Sent a message to Anthony that this was the fourth visit by a Graves representative with multiple phone call since December2022 with no solid resolve to our roofing issue. I asked for financial reimbursement for a total roof replacement including the roof sheathing. Because winter is coming and Tyler had stated to us last year that Graves does not like to put a roof on after the end of October 11/13/23 Letter was sent from *** regarding the claim for shingle inspection. Graves required that the shingles be inspected before deciding how to proceed. This process took over seven weeks for a conclusion that the condition was not a manufacturing defect. Attached please find the letter stating so. 11/22/23 Received a call from Anthony stating that Graves was going to replace the back of the roof and not the front. I stated that was not a satisfactory solution. I stated the whole roof has issues regarding poor workmanship. He stated to me that Graves has expert roof installers. At this point we are asking for a new professional installed roofing system. The one we agreed to at the time of purchase. The roof replacement that both roofing inspectors sent out by Graves said needed to happen. We want what was advertised on Graves website. That they are the premier roofing and home improvement contractor for more than 40 years. Stating their expert staff has provided top-quality workmanship to homes and businesses.

  

  Business response

  11/29/2023

  Graves Brothers resolution to this complaint will be to follow the manufacturer (***) suggested guidelines supplied during the warranty claim. The manufacturer response was: “We suggest that you investigate having this concern corrected by having the affected shingles re-nailed flush with the shingle surface and manually sealing them to provide the intended wind resistance. Manual sealing can be accomplished by using good quality asphalt roofing cement conforming to the ASTM D-4586 Type II specifications.” Document attached, first page. The inspection found minor deficiencies which included the ridge vent and drip edge. Graves Brothers will repair the ridge vent and drip edge issue mentioned by the client. Graves Brothers will arrange with the client to get these remedied. The manufacturer warranty and the Graves Brothers warranty will still be in place and protect against potential future issues. 

  Customer response

  12/04/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I do not find these issues with our roofing system minor: The drip edge is bent and bulging. Also the gable drip edge is not sitting flush with the roof due to it being pulled to far in. Gaps in the corners of the of the roofing system near the drip edge. Underlayment beneath the shingles wrinkled causing the shingles to come apart and lift. Nails penetrating through the shingles. Nails exposed hanging below the shingles. Improper placement of nails not catching shingle below. Under-driven nails throughout the roofing system. Visible sealant showing on the shingles. Shingles overlapping vertically on the roof not properly spaced between. Main ridge vent lifting off the roof due to poor installation. The two remaining ridge vents on the roof exposed and wavy. Shingles are not sealed around the roof plumbing vents. The question remaining is what have all these issues listed above done to the integrity of this roofing system over the last year.  Before making this major investment i researched this company on the BBB website showing an  A+ ranking. I also reviewed the company website advertising  We are a premier roofing and home improvement contractor. For more than 40 years our expert staff has provided top-quality workmanship. I am asking  Graves to provide me with what they advertised, a quality roofing system.  Regards,  ****** ******

  

  Business response

  12/15/2023

  Graves Brothers will do what is necessary to fix the deficiencies that the manufacturer ***’s inspection found and follow the *** guidelines. The roof will be fully functioning and still include a valid manufacturer warranty. Our workmanship warranty will be in place to protect against future issues. Next steps is to set up a service team for implementation.

  Customer response

  12/18/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  To clarify two shingles were sent into *** under the direction of Graves to check for manufacture defect. The shingles were found not to be defective. Over sixty pictures were sent to Graves back in September, 2023 showing multiple issue with this roofing system. Please reference list in previous correspondence. The issues in those pictures have not been acknowledge or addressed by Graves. My suggestion at this point is to have a independent roof inspection done.   Again I am asking for what I bought and paid for  which is a new roofing system free of major workmanship defects.  Regards,   ****** ******

  

  Business response

  12/21/2023

  As we have stated before, we want the customers roof to be properly installed, aesthetically pleasing, and meeting warranty requirements.  We discussed different possible scenarios with the customer to accomplish this. In those discussions we did talk about the potential of replacing the back of the roof, or the entire roof, if there was found to be an issue with the shingles from the manufacturer, or if the manufacturer found installation errors that required a full replacement.   The roof is "wavy" because the underlayment (ice and water/felt) under the shingles is not laying flat.  This needs to be addressed by us. The process of addressing this may include replacing the back section of roof, but it is not a guarantee. We will not know until the customer allows us to work on her house.  We are looking to be in agreement with the customer that we are going to address the concerns in the manufacturers report, and do what is necessary to have her roof properly installed, aesthetically pleasing, and meeting warranty requirements. Once there is an agreement we can commence repairs    Jeff A******** Marketing Director Graves Brothers Home Improvement

  

  Business response

  02/01/2024

  We acknowledge there are imperfections in the roof and would like to address them. Our previous responses have indicated that we are willing to work with the home owner to come out and rectify the deficiencies.

  

  Business response

  02/29/2024

  Please see attached copies of inspection reports with rebuttals and email. 

• Initial Complaint

  11/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  All the metal work around my house is dented and incorrectly installed without sealing (caulk). The windows have no wood support to prevent them from falling out. The front 3-light window has been caulked to the exterior frame and can barely open, and the handles, along with the lock, keep falling out of the window's interior. The woodwork around the window has been damaged. The doors have incomplete metal and siding, which has been improperly installed and could cause harm, such as cuts. All cords are improperly self-wrapped. The J-channel does not run correctly. All the siding is not nailed and can easily be ripped out. There are improper steps with siding, starting with pieces less than 2 feet long. The front siding does not connect with the front door, causing exposure to the interior of the house. The roof is lifting, and there are exposed vents on the roof. Additionally, all the gutters are dented. All the siding needs to be redone. Got a home inspection and estimate from another contractor and a has 3 other contractors come and look at the work all were appalled I have contacted them repeatedly regarding various issues, but my claims have been ignored. Moreover, when they do attempt to fix the issues, they only seem to exacerbate the problems. During their last visit in July, they promised to return the same week to address the large window, yet I have neither seen nor heard from them since. I am tired of trying to reach out to them, as they consistently ignore me for months and treat me as an inconvenience for expressing my dissatisfaction with their poor workmanship on my house. I’ve spent over 60k and this started end of 2022 to now.

  

  Business response

  11/21/2023

  Our team stands behind our work and would like to review these issues with the homeowner. Our leadership has been notified of the complaint and would like to send a manager to the client's home to review the areas described by the client, come to an agreement of the areas to be addressed, and then send a team to honor our workmanship warranty. If the client agrees with this plan, then we can get it set up.

  Customer response

  11/21/2023

  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

  10/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract on August 1, 2023 with Graves Brothers to put snow guards on my roof. This was after on onsite consultation at my house in which I was told that the crew would have no issues installing the guards. The work was scheduled for September. On two different occasions since then, Graves Brothers has tried to change the contract and increase the price. First, they said they needed to change the quote because they had improperly accounted for materials. I refused to renegotiate stating that I had a contract and they agreed. Recently, in October, the crew finally showed up after rescheduling several times and on arrival told me they could not do the work without a lift, for which they would have to charge me $1000, something which was never discussed and was not on the contract. This was the second attempt to change the contract and increase the cost of the job. I called to request that they fulfill the contract we had agreed upon and the manager said "sorry, but we have to walk away." Now, after misleading me for three months, it is approaching winter and I have an unfulfilled contract for for snow guards that were intended to protect my property.

  

  Business response

  10/26/2023

  There is unpredictability for any outdoor remodeling project. When unforeseen issues arise, we will propose change orders to the client. For this particular project, a change order was required for a safe project completion. The owner declined the change, and therefore we declined the project due to safety issues. No payment was taken from the client and no work was done.

  Customer response

  11/01/2023

  Graves Brothers states that they changed my contract because there is "unpredictability" an any outdoor project. This is completely misleading. They rescheduled because of weather several times, which I completely understood. However, they tried to change my contract twice, not because of unpredictability, but because of their own error. First, they said they underestimated the cost of the materials, but we worked through that and they decide to honor the contract. Then, the crew finally showed up and said they needed a $1000 lift that I would have to pay for. This is after the supervisor had been to my house for the original consult, looked around, did an electronic mock-up, and estimated a cost. In fact, during that consult, I specifically asked if the crew would have any issues accessing the roof and he said, "no, my crew can handle it." There was nothing unpredictable about the situation, nor did the change have to do with the project being outdoors. Graves Brothers response is misleading and the error was due to their mishandling of the project, not unpredictability. 

  

  Business response

  11/03/2023

  The change request document with notes is attached. Unfortunately, during any home improvement project, there are other logistics found upon a site visit. In this case, we did a site visit, and determined that there was another logistic that needed to be addressed to complete the project. It was upon this discovery, that we informed Mr. ******** that we needed to rent a lift to complete their project. Something, that could not be determined until the site visit was completed. Mr. ******** did not agree to this necessary job component and refused to adjust the initial scope.

*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. ↩