Complaints
This profile includes complaints for Graves Brothers Home Improvement's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 16 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/09/2025
Type:Status:ResolvedMore 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.
The company has reached out and issued a partial refund.ey didn’t open up the leaking corner until April 2025—something that should’ve happened day one.
They wrongly claimed HVAC lines in exterior walls were causing the leak. Our HVAC tech disproved it within an hour. Still, we spent money on a new water heater based on their advice. When they admitted fault, there was no apology or offer to make it right.
We fired them and hired a new company, who had choice words about the poor work. Graves also installed pine siding instead of the cedar we were promised.
Management was no better—missed calls, excuses, and delays. A week after they were fired, they finally called to say they don’t stand behind their work and no refund would be issued.
I cannot in good faith recommend this company to anyone.
Business Response
Date: 04/16/2025
We have resolved the issue with the client.Initial Complaint
Date:02/26/2025
Type: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.
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.
The gutter system the Graves Brothers Home Improvement Inc installed on my home is faulty and has been compromising my property, since 2022. The work that needs to be done to correct the gutter system the Graves Brothers Home Improvement Inc installed on my home, is extensive with multiple areas needing to be addressed.For reasons I stated in my initial complaint, I stand firm on the estimate I have provided from the other company and the outcome. Therefore, upon the Graves Brothers Home Improvement Inc receipt of this response, I expect to receive a check from the Graves Brothers Home Improvement Inc in the amount specified on the estimate provided, within the next 5 business days.If Graves Brothers Home Improvement Inc and I are at an impasse regarding a resolution to this matter, I am prepared and will pursue legal action as my next step for the court to make a judgement.
ced my concerns about the gutters to him, he responded, “They were working fine for the last one and a half years”. He then told me that nothing was wrong with the gutters, that the only issue was that the gutters needed to be cleaned, and that they would clean them for $80. Despite the videos I sent to them showing there were issues with the installation, gaps and leaks seen, and the 5-year warranty I have, they decided not to do anything to correct the issues, telling me to get my gutters cleaned. I repeatedly voiced my concerns and shared my disbelief in their lack of response in addressing the issues. He continued to say there wasn’t anything wrong with the gutters. I hired a licensed NYS inspector to inspect the gutters. The report shows there are several areas of the gutter system that are not within regulation, thus allowing water to cause damage to my property. I’m disappointed with this company and the poor workmanship they have displayed. This matter needs to be addressed.Business Response
Date: 03/03/2025
The client says they had a licensed NYS inspector inspect their gutters. The inspection report was not included in the complaint. We would like to review the inspector’s findings to help us develop a response.Business Response
Date: 05/01/2025
The resolution that we proposed would have us fix the challenges the client presented and would be consistent with our contract. The client has rejected that. We have also accommodated the client’s request and offered fair compensation of $600 should the client choose to go through a different vendor, but the client has rejected that as well. We will not provide compensation above a fair rate for the work. Our original recommendations are still available should the client choose them.Initial Complaint
Date:02/20/2025
Type: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.
This company has created damage to my properties when I hired them to shovel snow off of the roofs. They damaged the siding of my house with shovels. Pilled snow up in front of every door to these houses. They piled 1,000 of pounds of snow and ice on decks, stairs and handrails. They piled high amounts of snow and ice on the glass doors. The buried the gas generator on the side of the house. They had an employee urinating on my garage door hallway through the job. I have pictures of all of this damage.
They are trying to get me to agree to astronomical prices over 5k for three roofs when originally was told it would be much lower. They charged hourly and their employees were standing around racking up the time.
I will not agree to any of their pricing after all of the damages and extra snow removal I had to pay someone else to do because they left me with an absolute nightmare to clean up and damage to my properties.Business Response
Date: 03/03/2025
When removing thousands of pounds of snow from a roof, the snow will cover the ground including the deck, entryways and other things near the ground. Our team charges hourly and while we could have had them shovel additional snow from entryways and decks, this wasn’t agreed to. The homeowners choice to hire someone else to do that work is not related to us.
The snow removal process is used to protect the home from intruding water that can cause home damage and the risk of the weight on the roof. We inform the homeowner that the removal of ice and snow from the roof does create the potential for roof damage or siding damage. While our team is careful, there is a risk from the falling ice which we are not liable for.
We will reach out to the homeowner to discuss the process and see what options are available.Initial Complaint
Date:01/15/2025
Type:Status:ResolvedMore 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.
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.Business Response
Date: 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.Initial Complaint
Date:12/10/2024
Type: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.
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
Date: 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
Date:10/30/2024
Type: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.
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, ******** *****ng 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
Date: 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.Business Response
Date: 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
Date:06/29/2024
Type: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.
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
Date: 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
Date:02/07/2024
Type: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.
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
Date: 02/08/2024
Graves Brothers will provide the homeowner with a check for $197.24.Initial Complaint
Date:01/23/2024
Type: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.
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
Date: 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.Business Response
Date: 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.).
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