ComplaintsforKarch Exteriors

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We paid a deposit of $5,500 in May 2023 for new siding on our house that was supposed to be completed over the summer of 2023. The timeline kept slipping and the contractor repeatedly failed to return calls and text messages. We made one final attempt to reach out by text message on 11/13/23 to indicate we would request a refund it the siding couldn’t be installed asap— and received no response. We have now requested a refund of our deposit within seven calendar days, but find the lack of communication and failure to perform sufficiently unacceptable to merit filing this complaint.

  Business response

  11/25/2023

  We acknowledge our lack of response to The homeowner. There were some delays in the delivery of the special siding.  Unfortunately most of the communication was through text messaging from the homeowner.  Where we should have stated to them the best way to communicate should have been through the office phone or email. This was no fault of the homeowner.  We will reach out to them and try to resolve the issue. 
  

  Thank you

  Customer response

  11/30/2023

  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.First of all, the business still has not reached out as indicated in their response almost five days ago.  There has been plenty of time for us to hear from them in whatever communication format they apparently prefer. Second, if text messages were not an acceptable way to communicate about status updates for the siding project, there were multiple opportunities for the business to make that clear in the text correspondence earlier this fall, before Mr Karch simply stopped responding (and Jameson also left more than one phone message that was not returned- we didn’t ask for updates solely through messages as the business indicated in the response - that was false). Also, the business office voicemail box was often full or rang through with no answer when we tried to call.  The Facebook page apparently went dormant sometime in 2022, so that wasn’t an option either.  The first communication by text between Mr Karch and Jameson was initiated by the business, not by us, so that explanation seems a bit lacking all around.  We also learned that this business owner is in personal bankruptcy proceedings that may also include debts of this business (based on Pacer filings about Court proceedings with the past week) and the business no longer appears to have a valid business license with new castle county (and is not registered in the State’s contractor registry).  We are done- we are no longer seeking a refund and have instead initiated a chargeback proceeding with our credit card company.  None of this inspires confidence about the prospect of doing business with this company again.  We relied in part on the A rating of the BBB when we initially vetted this company, and want to caution others to think twice about contracting with this business.   Regards, Complaint ID: 20906132    

• Initial Complaint

  07/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  6/8/22 - Roof Installation - GAF 50 year shingle $10,000 paid in full on or about 6/8/22 12/22 - water stain on ceiling in Family Room 2/23 - repair completed 3/23 - repainted ceiling 7/10/23 - another stain on same ceiling 7/5/23 - left voice mail message 7/23 - sent emails 7/19/23 - sent email We have not yet had a response from Karch Exteriors to our request.

  Business response

  09/18/2023

  The roof was installed through Hurlock Roofing before moving to Karch Exteriors. The leak is not being caused by a falling roof. The 30+ year old siding in the corner of the top roof where the leak occurred is damaged. We fixe the issue at no cost. As it’s still leaking we offered to fix the issues again at no cost. We have ordered materials and placed them on the schedule for a repair. This leak was not caused by a faulty roof installation, but we are never the less going to fix the leak at no cost to them. 

  Customer response

  10/05/2023

  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. Hello,We filed a complaint against Karch Exteriors in July.  While Karch filed a response indicating they would complete the repair, it has yet to be done.  I am inquiring as to the process to begin appeal or arbitration through BBB. Regards, Complaint ID: 20356683    

  Business response

  11/27/2023

  Thank you for your email, there is no issue to resolve.  All contracted work has been completed and the homeowner has paid. This are no unresolved issues.

   

  Thank you , 

*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. ↩