Graves Bros. Home Improvement
Reviews and Complaints

After having Graves Brothers Home Improvement work on a leak, we felt they had earned our trust when it came time to do the whole roof. Tyler W came by our house to gather final details like shingle types and colors before processing everything and providing an estimate. There was some pressure from Tyler W to process a loan offer but we insisted a couple of times that we would be paying another way. When the day came(8/1/23) to install the roof and gutters, I was surprised to see what I thought was a roofing competitor show up instead of Graves Brothers. It turns out the roofing competitor bought out Graves Brothers Home Improvement and the on-site supervisor Manny S assured us that everything was safe and normal. Manny S was also sure to tell us that the roofing competitor was expanding its business beyond New York State. We were not sure what that had to do with our roof, but it sounded exciting and we congratulated him for his company's success. At the end of the work day Manny S texted us to come out for a walk-around. Work was still on-going and we noticed the gutters were not installed. Manny S told us that the gutters would be another crew for another day. This was the first we had heard that information. We asked Manny S about having a stretch of missing fascia wrapping installed and he said he would have that scheduled but we never heard back about it(As of 9/8/23). At this point during the walk-around he attempted to verbally change the payment terms even though the previous terms were already agreed to with a signature. The original payment terms that Graves Brothers Home Improvement had us agree to were 50% of the roof & gutters in the morning upon delivery of materials and the other 50% at the end of the day upon substantial project completion. These percentages were already calculated out to the dollar amounts on the signed document. Manny S tried to change the payment terms so that we would have paid 100% of the roofing portion that day with the gutter portion still completely outstanding. Manny S did not bring this up in the morning when he was handed a check for 50% of the entire project. We refused to pay the other 50% until the rest of the project was completed. Manny S said he had to call someone and check with them if this arrangement was okay. We allowed him to make his phone call to be nice, but we were not going to go against the already agreed upon terms. Luckily for all of us, the mystery person that Manny S called said that it would be fine to pay the gutter installers the other 50% when they completed their work at a later time. After all of this, we found out that our gutter installation had still not been scheduled! The Oaks secretary said it could take one to two weeks to get the gutters installed. About a week later, the gutter crew showed up in an unmarked vehicle. One of them said they would not be taking the money and when asked about the fascia wrap stated "I'm just the gutter guy." They took about 90 minutes to remove the old gutters, fabricate the new gutters, and install the new gutters. Upon completion they immediately left! No walk-around, no signature. Nothing. This seemed quite odd and we wondered if they were avoiding our reaction or being deceptive. About an hour after they left a short heavy rain came through and tested the roof and gutters. From inside our house we saw water pouring between the gutter and fascia wrapping. This spurred a thorough inspection of the roof after the rain let up. At this point, all sorts of mistakes were quickly spotted. First, there was a hand-sized hole right under the shingles. This hole is visible from the road. Once up there with a ladder, we saw that our drip edge had been massacred by both the roofers and the gutter installers. Much of the drip edge had been installed flush to the fascia, which is considered a poor roofing technique. Also, the roofers snipped the new drip edge dozens of times to fit them over the old gutters that were incorrectly left installed. They then bent some of the drip edge over the old gutters, making areas of waviness. This completely compromised the effectiveness of the new drip edge. Rain flowing down the roof can now strike the bent drip edges and deflect out of the gutters. Where the drip edges have been snipped, water will seep through the cracks and get behind the gutter and fascia wrapping and compromise the wood. We quickly noticed that all four gutter downspout extensions were different lengths, ranging from 23-inches to 48-inches. Our old gutters had a 72-inch downspout extension. The gutter installers clamped a limb of an Ash Tree behind one of the sections of gutter. They had to bend the branch back and away from where it was pointing in order to do this. It appears that this limb might die before Graves Bros is able to get this remedied. We chose to keep this Ash Tree close to our garage because the Ash Tree is going extinct thanks to the Emerald Ash Borer Beetle. We noticed that there was sealant missing from a roof vent but a foot away there was a large blob of excess sealant on the shingles. The sealant used was a light brown that is way lighter than our deep black shingles. We decided we needed to have a Graves Bros representative visit our property and take a look at this workmanship. We contacted the secretary that had most recently handled our project and she said that she would get in touch with some sort of gutter installation manager. We said this looked like the roofers started this mess and expressed doubt in the ability of the gutter crew to remedy all of this damage. At this point we noticed that the secretary had an email address at the parent company's website. The same company that showed up to do the roof. We decided to find someone from customer service that actually worked at Graves Brothers Home Improvement and not the other company that owns them. We ended up finding a big list of employee emails but none of them seemed like an obvious best choice, so we emailed all of them. The goal at this point was to get someone at Graves Brothers to actually reply back and handle our matter going forward. We felt that it was the parent company that cooked this mess up and we wanted as little to do with them as possible. The most substantive reply came from John L, the roofing production manager at Graves Bros. He said that he would be able to visit in a few days and check things out. During this period we had time to review security footage from the day that the roof was installed. Unfortunately, one of the roofers was spotted entering an area of our backyard totally unrelated to the roofing project. While back there, he chose to relieve himself beside a fenced garden. After relieving himself, he decided to take one or more photographs of the garden. He can be heard talking to another roofer who is off-screen. At the end of the video, the other roofer comes into the video frame and also inspects the garden. These two roofers were also captured in photographs supplied to us by Graves Brothers Home Improvement, confirming their identity to us. It is understandable that a worker would need to relieve themselves at some point, but these arrangements should have been made earlier. If Graves Bros roofers need a spot in the yard, this must be discussed beforehand with the homeowners. If Graves Bros roofers wish to photograph private property, this must be discussed beforehand with the homeowners. Noone at Graves Brothers or the parent company has addressed this issue(as of 9/8/23). A few weeks later, Graves/Oaks had a couple of workers over to repair any broken or incorrectly installed pieces. They installed as little as possible and left the drip edge flat against the fascia board. This allows rain water to run up it and straight to the fascia board, which causes the wood to rot. None of the gutter extensions have been replaced as of 9/8/23. The latest visit resulted in more tree damage and more snipped drip edge.

Graves bros did an awesome job on my siding and gutters! From estimater Royce to site manager Connor, Installer Tom, and door installers Tom and Michael I was very pleased with their skills and knowledge! I would definitely recommend to my family and friends!

Beware: I was charged double the hours for the work because they sent two technicians. At no time was I made aware of this, nor did they mention the number of technicians the job would require. I'm extremely disappointed and will not be recommending this company.

Graves Bros. completed the Roofing part of my project efficiently and with great care. Matthew was very solicitous of any concerns I might have and touched base with me during the entire project. He even sent me a picture of the work in progress. Dario and the crew did a fine job despite rain interruptions! Clean up was great. Dumpster removed right away! Very pleased with the first part of the job. Cannot wait to see the siding done.

I love my new roof and windows! The experience I had with Graves Bros was like no other company I've dealt with. From start to finish the entire staff was professional, knowledgable, and friendly. The pricing was fair and they didn't try to sell me things I didn't want or need. The work was completed on time, but more importantly, it was done right and I did not have to call them back out to correct or change anything. I highly recommend Graves Bros and I will not be going anywhere else for future projects.

We just used Graves Bros for a massive tear off roof with multiple layers. The sales meeting led by Aaron Wight was very professional and informative. He was able to give us extra information with the many follow-up questions we had throughout the week. On project day, Matt V and his huge team, led by Manny, showed up on time and were amazing to watch. They were efficient, polite, and left our yard clean. They were able to finish this huge project in one day, which we really appreciate having 4 young kids. Matt made sure we had a thorough walk around to review all of their work to ensure we were happy before they left. Our roof looks great! I highly recommend.

I was looking to install solar panels and decided to look at the Solar roofing product, a top-tier option sold and installed by Graves Bros. This product made the decision to install solar even better. I was very skeptical of Graves, but my salesperson Kris did a great job putting my mind at ease. The project made financial sense too. I was hoping to have the project complete by the end of the summer, and Graves was able to do this. Today is my first day creating solar energy thanks to the Graves team! I could not be happier with Kris from Graves. Both Kris and his team answered all of my questions so quickly via text and email, thank you both for shepherding this project to completion.

Dealing with the insurance company was a nightmare. Tyler W was so helpful in helping me navigate thru that process. He was a godsend. Once the insurance was somewhat settled, he also helped with setting the project in motion. Thank you Tyler! I needed a new roof and repair to siding and windows . The roofing crew (Carlito's) and Graves lead man Matt V were super. Matt oversaw the work every inch of the way and Carlitos crew did one heck of a job. I was amazed that the roof which was a complete teardown and rebuild only took them a day to complete. They cleaned up the site completely. Terrific job. Cutos to Graves Bros. Now I'm waiting for the siding for the project to be complete. You can't go wrong with Graves Bros. From start to finish.

Very pleased with the overall experience working with Graves Brothers. From the initial quote, through working with our insurance provider, to the one-day installation time, and the final walkthrough and follow up we found the team at Graves Brothers did an excellent job. They took the time to listen to our needs and our pie-in-the-sky "wants" that we definitely couldn't afford. Our sales contact, Chris, diligently went over our options and handled all of the back-and-forth with our insurance company. Not long after that a team was out early one Tuesday morning, and by that evening we had an excellent looking new roof. The on-site manager, Alex, walked me through what to expect that day and put us at ease with clear and open communication. The team that installed the roof, lead by Carlos, were excellent. Lots of smiles whilst maintaining an amazing pace. We are very pleased and happy we went with Graves Brothers in the end!

I called Graves Bros. because they had constructed a covered deck appended to the back side of our double garage. I was a bit surprised by the need to have a service call as I was sure that we had roof leaks. James L., the estimator, reduced the estimate by the service call fee. Unfortunately when the old roof was removed significant deterioration of decking and even some rafters was discovered. Job Supervisor Ruth-E K. and the installation crew were careful to let me view the deterioration and justify the significant added materials cost. All of our interactions with Graves Bros. were handled professionally to meet customer expectations. I am still recovering from sticker shock for today's material costs but must readily admit that the estimator provided an accurate pre-warning. The Job Supervisor is to be commended for gathering the additional materials on a busy Saturday. The installation crew is to be commended for carefully avoiding damage and courteously completing a careful installation and a meticulous clean up. We anticipate enjoying the next rain storm under our favorite covered deck with all water gushing down the gutter pipe.

This is actually the first review I've ever written, but we had such a horrendous experience with Graves Bros I felt compelled to share. Our roof had some ice build up that was leaking into our back mudroom (13ft x 10ft small room/roof). When I called Graves Bros they sounded great, they would be here in 24-48 hours and would get to work immediately. I was told that it would be $275 for the first two man hours and $80 an hour per man after the first two hours. A little steep, but I was just happy to have them coming to fix our issue so quickly. When they got here, five men got out of the truck. Two of them shoveled off our 13x10sq. ft. roof for ten minutes while the other three stood around twiddling their thumbs. They then proceeded to charge me $370 for ten minutes of work?! I called to express my frustration that I felt I was being taken advantage of by sending far too many men to do a job so that they could charge me extra. It took over a week to hear back from the supervisor on the job. I asked for clarification on how we had gone over our 2 man hours (which I told was a flat fee of $275 to be charged an extra $100, I didn't feel he was able to provide an sort of valid explanation and then he had the audacity to tell me that they actually gave me a discount... How is $370 for 10 minutes of shoveling snow off of a roof a discount?! I would 1000% NOT recommend this company to anyone. They seem to have good reviews here, which I found surprising. Please check out *** for an extensive list of other negative reviews before calling Graves Bros.

The work on the roof is complete and looks great for the most part, but I just don't feel that it was worth the nearly $20,000 I spent. Don't get me wrong, there were underlying issues with the wood that required the extra cost, so I was "okay" with the price. But I find that my time is valuable as well, as that's something that we never have enough of, hence where my poor value comes into play. On the first day of the project, being told that it was going to take 1 day, two days tops where it ended up taking 4 days to complete MOST of the work. There were still some imperfections like nails jutting 4 inches out from the gutter, trash everywhere, and a part of the roof that needed a metal patch added. That was finally done 2 weeks after the project start date. The weather stalled it two days due to ice, but other excuses like not having a big enough ladder, or being out in Rochester for another job just infuriated me. Glad you continue other jobs before finishing the first one. I had to pick up all the trash in my neighbors yard by hand (plastic lining and shingles), along with lining and shingles that were still sitting around in my yard after the project was "completed." Waste bags left in my tree, which was eventually taken care of after two weeks. I understand they can't get all the waste up from the job, but I was able to do it with my bare hands no problem. Communication was a little rocky here and there throughout, maybe I just didn't have the right expectations from the beginning regarding timelines and when I would receive a call from the next person. I received a couple calls regarding the work and things they found where I was completely blindsided because the site supervisor hadn't talked to me about it. I actually thought they had the wrong client at first. Disappointed to say the least. I wanted to go through them to get all my siding updated, but I think at this point in time I will be taking my money elsewhere.