Complaints

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Work was performed on my home in September. The job isn’t finished. I have contacted them at least 6 or more times. They say they are going to finish it but it’s 3 months later and I’m still waiting!!!

  

  Business response

  01/29/2024

  Dear ***** *****,Thank you for informing us of the issues you have seen. We appreciate your business and allowing us to come and fix our mistakes. We will be contacting you on Monday 1/29/24 to discuss a time we can come by next week to replace the rotted piece of wood. If there is anything else, we can fix regarding the piece of wood we will. We will replace it next week. Thank you and again we apologize for the frustration and inconveniences we have caused you. Thank you, ***** ******* Administrative Director          Sentry Exteriors Inc 1/26/24 ***** ******* Administrative Director Sentry Exteriors Inc

• Initial Complaint

  11/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In June of 2023 Sentry Exteriors was contracted to install gutter guards on all gutters on home and clean all gutters to ensure no drainage issues. On July 5, 2023 I informed ****** ******** that water was spilling over the gutter corners during rain. ****** came by to inspect gutters. I showed him video and he stated that someone would come by. No one came by. I texted ****** again on July 26, 2023 about the delay and if I needed to purchase larger gutters. ****** responded that larger gutters were not necessary; however installing a miter box guard would fix the problem. He stated this would happen ASAP. No one came out nor contacted me. I texted ****** on Aug 18 and Sept 14; no response. ****** text me on Sept 18 and stated he would have the miter boxes in two days. ****** texted me on Sept 20 and stated he had the miter boxes and would install them the following Tuesday, Sept 26. No one came out. On Sept 29 I informed ****** that no one came out to install the miter boxes. I did not receive a response. I texted ****** again on Oct 16, 2023; but no response. I called and left a voicemail for ****** on Oct 25, 2023. As of today I have not heard from ****** and the miter boxes are not installed. I paid $4950 for this job. I tried multiple times to resolve this issue with the company. I am filing this complaint hoping the company will install the miter boxes and/or make necessary adjustments to the gutters to ensure there is no spill over of water.

  

  Business response

  01/29/2024

  Dear ******* *******,Thank you for informing us of the issues you have seen. We appreciate your business and allowing us to come and fix our mistakes. We will be reaching out next week to come and replace your entire gutter. The gutter on his house was too small, it wasn’t the work we did on it, but the fact it was not the right size. We will replace it with a bigger gutter to confirm it will not have any more issues. We are sorry for the inconveniences and frustrations you may have had with our company. We hope to hear from you in the future if you ever need anything else done.  Thank you, ***** *******       Administrative Director          Sentry Exteriors Inc ***** *******  Administrative Director Sentry Exteriors Inc

  Customer response

  02/04/2024

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

  Customer response

  04/15/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This is a follow-up complaint to my original complaint number ********, submitted in November 2023. The company stated they would replace the gutter miter boxes causing the problem. After several attempts to resolve the issue, the company has not provided a resolution. I contacted ****** ****** on February 13, February 23, March 20, and March 25, 2024. Regards, ******* *******

  

  Business response

  04/30/2024

  Hello Mr. *******,It was under our understanding that ****** spoke with you regarding the miter boxes. ****** stated you would need bigger gutters to stop the leaking. We can put miter boxes on, but that would not fix your leaks. ****** stated that you were aware new gutters would be a charge to you since we did not originally replace your gutters, just your gutter guards. ****** was not accurate on how the miter boxes would fix your issue. They would fix the issue if you have the correct size gutters. Moving forward, we can come out for a new gutter appointment to quote you for all new gutters or we can put the miter boxes up, but due to the size gutter you have currently you would more than likely still continue to have leaks. I will have ****** contact you this week and see what you would like to do.  Thank you,Sentry Exteriors Inc 

  Customer response

  04/30/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The company initially explained that I required larger miter boxes to address the issue.  I corresponded with ****** on July 26, 2023, September 18, 2023, September 20, 2023, and September 29, 2023.  He stated that he ordered the miter boxes and would have someone come out to replace.  I never heard anything further from him.After I submitted my initial complain ****** ****** contacted me.  On Feb 13, 2024 ****** stated that the gutters had to be upgraded to 6".  I asked if it was possible to upgrade just the impacted gutters.  ******'s response was "It's just all the miters, correct?".  I provided my address but no one showed.  I contacted ****** on March 20, 2024 and March 25, 2024.  Today is April 30.  I have not heard back from the company.My concern is the lack of communication and customer service.  I am okay paying for gutter upgrades.  I'm open to discuss with the company if I have to replace all or a portion of the gutters.  However, the company has to communicate with me.  I used this company twice in the past.  This ordeal is disappointing.  Contacting me and addressing my concern will help resolve the complaint. Regards, ******* *******

  

  Business response

  05/01/2024

  Hello *******!After speaking on the phone today 5/1/24, we came to a solution to get you scheduled for a new sales appointment. We have you scheduled May 15th at 4:00pm and I will communicate with you from here on out instead of ******. I apologize on behalf of Sentry Exteriors for the communication issues you have continued to have. I am hopeful we can get you taken care of from now and we will communicate with you moving forward. Thank you for being understanding and patient with me and Sentry Exteriors. We appreciate your business and we will certainly take care of this issue moving forward. We look forward to meeting you on 5/15/24. I will be in touch.  Thank you,Camie BullockSentry Exteriors  

*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. ↩