Complaints

This profile includes complaints for Brewster Home Improvements's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Brewster Home Improvements

  Rochester, NY 14611-1345

  
• 

  Brewster Home Improvements

  337 Elmgrove Rd Rochester, NY 14626-4246

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/06/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Chimney Flash Repairs 

   Job Performance very poolly. 

  Water coming from top to the basement of the house, 

  Water has caused great damage to two inside walls. 

  Business Response

  Date: 11/13/2023

  Our records indicate Ms. **** ******** contacted Brewster Home Improvements in November 2022.  She requested someone come out to look for a leak coming from the roof and going into a bedroom of her home.  Novis Brewster, the owner of the company met with her on November 30.  We provided an estimate to flash the chimney and Novis Brewster and a helper performed the work on December 14.  We never heard from Ms. ******** again until October 16,2023 when she called for an estimate.  We spoke with her on Nov. 13 and she declined our offer to go up on the roof for inspection and  to make repairs if the flashing was found to be faulty.  We always respond to customer concerns. Due to being declined for roof inspection by Ms. ********, we will not assist or cover any costs associated with this complaint or anything else.  Ms. ******** may contact any company of her choice. 

  Customer Answer

  Date: 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.  Regards,  **** ********

  Business Response

  Date: 12/07/2023

  We would like to extend our services once again to the complainant to find out what is going on with the roof.  However, we will not cover the costs associated with another company making any repairs.  We are not going provide a refund for work we performed in December 2022.

• Initial Complaint

  Date:02/06/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  * Contract approved and signed on 12/9/2022. Work began 12/15. * Contracted amount - $750.00. * Exterior Repairs - Scope of work to include: 1. Back section (of house, roof issue): Take gutter down; install flashing and reinstall gutter. 2. Replace threshold (repair completed, no complaint). * After the Back Section repair was completed, the water leakage was worse than the repair. * Brewster Home Improvements came to property three additional times to address issue with no mitigation of water leakage. There is identified leakage in 5 consistent areas, namely above a bedroom window. Brewster’s has been furnished photos and video on several occasions. In addition, areas were identified to them from the inside. Requests for photos of repairs were ignored. * Ist visit: Female and a male employee’s flashing repair did not address existing east-west gap (from original roof installation by Brewster) - daylight could still be seen. *2nd visit: Owner and employee came. Flashing work was approved but tarred around vent stack and some work was done with gutter and drip edge. Employee stated that roof design was incorrect after seeing inside. * 3rd visit: Owner and employee came unannounced and applied foam. * 4th visit, foam was torn out by two employees. Metal roof nailed and screws tarred. Employee was shown inside areas of leakage; employee stated to call back if leakage reoccurred. * Brewster Home Improvements was emailed on the following dates regarding the water leakage as well as given pictures: 12/16, 12/20, 12/25, 1/4, 1/9, 2/6. * Last communication from Brewster 2/6: Owner did what was contracted plus three additional visits at no charge. The issue must be from the asphalt roof above and getting under flashing. * In lieu of repair photos, how can the integrity of the repair (s) be validated? * No reference/invoice number: Contract date 12/9/2022.

  Business Response

  Date: 02/07/2023

  We installed flashing going under drip edge from roof above going over meta roof lower.  We had high winds and snow blew under flashing.  We sprayed foam under flashing.  There were still leaks so we went back over and took everything off, sealed seams in flashing, secured flashing to roof.  No way water can be getting in from our work.  We think water may be getting in from asphalt roof above.

  Business Response

  Date: 02/08/2023

  We completed the work for the customer as per the contract signed and dated 12/9/22.  The scope of the work was to include taking the gutter down on the back section of the house.  Install flashing and reinstall the gutter.  We were also contracted to replace a threshold.  After making several attempts at repairing leaks we determined the leaks are not from the work we did but from above on the roof.

  Customer Answer

  Date: 02/09/2023

  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.  On February 9, 2023, another contractor obtained photos of the roofing area in question which was repeatedly asked of Brewster Home Improvements. After reviewing the photos, the lip of the roof going all the way across, showed shingle cupping and a gap. It  was hard to determine if there was flashing underneath the shingles without removing gutter and shingles. In addition, per the contractor, the attached flashing did not extend far enough out from the house over the metal roof. Further, the way the roof flashing and roof were secured by screws could leak as they were not sealed. To bring this complaint to a close, these are the following comments and concerns after meeting with contractor: The design of the roof (4/2018) and material were incorrect. The original contract and contract in question were vague in language and warranty. The repeated attempts to mitigate the water leakage were narrowly focused on the scope of the contract in spite of provided photographic proof by homeowner. Had Brewster Home improvements furnished photos, there could have been an opportunity to negotiate a successful repair. The order of steps taken to mitigate the issue did not follow a logical plan which was requested repeatedly. At this point in time, we want to register this complaint. The relationship with Brewster Home Improvements on our part is terminated. We are not interested in arbitration as we believe that without corroborating repair photos by Brewster is not good utilization of our time.  Regards,  ***** *****