Complaints

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:01/18/2023

  Type:Billing 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.

  Hired for roof and window replacement. Estimator did not explain that roof would be two different colors and we filed first complaint, did not hear from owners. Window installation began 8/8/22 and they did not order correct amount of windows or screens, was supposed to hear back when they received. 09/15/22 they called asking if they could come install window same day, said no due to being at work and cant leave. Asked if they had the missing screens and if they would complete covering the gable vents, was told she would get back to me. Did not hear from until 12/09/2022 and stated they got the window in stock (which they said in September) and again asked to come same day when I was at work and could not leave. Asked them for supervisor to come to house to discuss roof and lack of communication before any more work was done. 12/26/22 roofing manager came out stating he understand why we are upset and roof stands out like an eyesore. Said they could come and shingle in same color within a week and it would not void warranty. Also stated he has had multiple complaints about this estimator and he was going to another complaint right after, also stated estimator might lose his job due to our mistake and the owner is very upset. Requested from office an amendment to our contract that warranty would still be issued, with no explanation a couple of days after they emailed a letter for me to sign stating our warranty would be voided. At this point we did not want any more work by this company and was told office would reach out to employer. Never heard from them. Received letter from collection agency for full amount plus extra plywood and that it was past due on 7/28/22, which work was not nearly completed on that date.

  

  Business Response

  Date: 01/19/2023

  The homeowner hired us to do a roof replacement, windows and gutters. The 2 different color roof that is stated in the complaint is because there were two different types of materials used. The main roof on the house has shingles on it and the front porch roof has EPDM rubber membrane on it, because of the pitch of the roof. The homeowner signed off on the EPDM roofing. Our contracts clearly state that if the customer has any questions before the job is started, to call the office. No one ever called to question the material that was used before the install! When the customer called saying that she didn't like the way the porch looked, we informed her that when the windows came in, we would take a look at it and come to a solution. When we ordered the windows, yes, we did forget to order 1. The missing screens, however, were not due to us! Every window job that we have ordered from our supplier since 2021 have come in with missing screens and we let the homeowner know that! The missing window and screens did not come in before 12/9 like the customer is stating. We wouldn't have waited almost 3 months to install a product with the worry of it getting damaged while sitting at our shop for that long! We called the customer for scheduling as soon as the window and screens came in! With regards to our project manager coming to the home on 12/26 and stating that our employer was upset about the job and that the estimator might lose his job because of theirs and that after his appointment with them he had to go to another customer that was upset with the estimator is 100% incorrect! No one in this company talks ill about another co-worker, especially to a customer! My project estimator did not have another appointment with another upset customer because our office was actually closed that day due to observing the Christmas holiday, but we didn't want to cancel the appointment with this customer to make them happy! My employer actually wasn't upset about this job! In fact, he didn't want to put shingles on top of their EPDM membrane because of the pitch of the roof and he knows what materials should have been installed and what shouldn't be installed, but, to make the customer happy, he said we could install the shingles to please them! The customer was not told that the shingles on the front roof would void the whole warranty, but only the warranty for the front porch roof. Because of the pitch of the roof and the materials that they wanted installed, our manufacturer would not allow a warranty for that portion of the home! When we sent the e-mail to the customer stating that there wouldn't be a warranty on the front porch, we got a phone call stating that they were going to hire another company to install the last window and the two screens. I asked about the remaining balance of the job and was told that the deposit that was made was well enough for the work that we did complete! Other than 2 gable vents, 1 window and 2 screens, everything was completed, per the signed contract! I offered the homeowner a $300 discount for what was completed and she could pick up the window and screens and have someone else install them and she wasn't happy with that discount. We are still willing to finish the job, for the balance of the invoice! We were also not going to charge the homeowner to install the shingles on the EPDM roof to please the customer! Bayside Exteriors is willing to either complete the job for the balance that is owed in full, or will give a discount of now $400 off what is owed ($300 for the 1 window and 2 screen installs and $100 for both gable vents that need to be installed)

  Customer Answer

  Date: 01/25/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. The reason I hired a roofing company is because I am not a roofing expert. I would imagine that a roofing expert would let me know that this is going to be two different materials rather than scribbling on the contract EPDM membrane, which I assumed was underneath the shingles. You did contact me in September letting me know the windows were in, I have phone records of this. Your roofing manager did state all the information I provided, I know it is hard to prove, but he knows what he said. I am not sure why we would have asked to proceed with this after speaking with him if he mentioned that it would still void the warranty, even if it was just the roof.Can you please explain why you sent a fraudulent due date to a collections agency stating I am 6 months behind on this payment? As I stated to the collection agency, I didn’t receive a bill and the work wasn’t half way completed on the date you provided the collection agency. Also, the amount that was sent to the collection agency included the labor and materials for work that was not completed. I work in billing, it does not matter what is said during an argument on the phone, a valid statement needs to be provided to the consumer before contacting any debt collector. On the debt collectors own website it states all balances must be at least 30 days past due, which even on today the balance isn’t 30 days past due. Regards, Complaint ID: 18830193    

  

  Business Response

  Date: 02/08/2023

  Our contracts clearly state "Only items listed above will be included.  All other work that is not listed on this proposal will cost extra.  Please read and make sure you understand the proposal before signing.  Feel free to ask Bayside Exteriors any questions about the work before agreeing to the contract.  Deposits will not be refunded after special order materials have been ordered." The EPDM material that was quoted and installed was never questioned before work was performed. However, again, because the customer wasn't happy with the material that was installed, we offered to put shingles on that portion of the roof, free of charge! The warranty for the MAIN roof was not going to be voided. ONLY the front porch roof wasn't going to be warranted. As stated before! 

  The account was never sent to a collection company, as the consumer keeps saying. It was sent to a credit rating company.

  Yes, the work was not fully finished. 1 window still needed to be installed, 2 screens and 2 gable vents. But, the main roof, gutters and the rest of the windows were however, completed. To say that the entire invoice wasn't completed, when MORE than half of the items on the invoice were in fact completed, is far fetched! Bayside Exteriors installed the roof on 6/15/23, which means that was over 6 months ago! The gutters were installed in August, which would make that 5 months ago! The only reason the invoice for the roofing and the gutters weren't sent when they were completed is because of the way the estimator had written everything with one lump price. We like to believe that our customers will pay us without having to break the prices down for every job that is performed, which because of this reason, our estimates are now required to have each and every job priced separately! 

  On 2/1/23, I was e-mailing back and forth with the consumer and was under the impression that an agreement was made. The consumer agreed to pay us the balance, minus $1,000 for the work that wasn't completed and we were going to give the consumer the window that we had ordered, since it was special order, we have no use for it!