Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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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:11/08/2024
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.
In July 2024 we paid this company $9300 to install a new roof in our house. After the job was done, they failed to send someone to collect all the nails left around the house. In addition, there was a leak that stained our ceiling after the new roof was installed. It took multiple calls to the company, many no-shows, and insults from them, when finally they showed to fix leak, but refuse to fix discoloration. But they installed the wrong color of shingle when repair was done. They set up dates to come and fix this, but never show-up. It is now November 8, 2024 and roof shingles are still not exchanged for the correct color. We want this fixed before the new year, and we want to be assured that per their warranty any issues with the roof will be taken care of in a timely fashion, without disputes from the company.
Business Response
Date: 11/08/2024
We installed Mr. ******* ********* roof in July 2024. After completion of the new roof, Mr. ******* climbed on his roof by himself and removed an old satellite antenna off of his new roof. By doing this, Mr. ******* caused a leak inside his house by removing an old satellite antenna off of his newly installed roof. Your Exterior Pros went back and installed new shingles in the place on Mr. *******’s roof where he personally removed the old satellite antenna. Unfortunately, we installed 3 new shingles that didn’t exactly match the existing shingle color that was installed on his roof. We are in the process of going back out to Mr. *******’s house to install 3 new exactly color matched shingles. The leak inside Mr. *******’s house was caused by Mr. ******* and he admitted to us over the phone that yes he did remove the old satellite antenna causing water to come inside his home. As far as the loose nails situation goes, when we go back to rectify the shingle color mis-match situation, we will do a final magnetic sweep for any loose nails. We apologize for the delay in this process, but after 2 consecutive hurricanes, we have been very behind. This will be resolved within a week.Customer Answer
Date: 11/08/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: ********
I am rejecting this response because: The response provided by this company is incorrect. The order of events is as follows: The company installed shingles and had to move antenna to do so. After this was done, a leak coming from the antenna area was discovered by the homeowners. Because of the rain, the homeowner removed antenna and applied silicon until the roofers could come back to repair the roof leak, This took over a month , after promises as they are doing now of coming to repair roof, and multiple now shows. The company originally accepted responsibility for roof and ceiling repairs, but they got upset because we kept calling them to come and fix this leak. Then they repaired with wrong color shingles. A $9300.00 job should be done as expected, and the shingles must match exactly! We never got phone calls for no shows, always excuses that they were busy, but quick to collect payment. I am very disappointed, and at this time want the job done correctly. My husband had to purchase magnet to remove nails! Four months have gone by, and now they say they will be coming tomorrow--we will see. We have multiple texts from them that demonstrate how unprofessional and non-customer oriented this company is. Bottomline, I do not want to hear excuses, just do correctly what we paid for!
Regards,
****** *******
Customer Answer
Date: 11/09/2024
The additional information I want make super clear is that Mr. ******* only removed antenna AFTER leak was discovered, therefore leak was caused by company when they initially moved antenna to install shingles using old rusted screws and no silicone. STOP saying we caused leak, and he admitted causing this! That is a lie! Review again the order of events in previous message- let me know if I need to simplify my terms for them to understand and take responsibility . Shame on them for blaming customer!Business Response
Date: 11/12/2024
I apologize for what you have gone through. We are going through an unprecedented time with back to back hurricanes affecting our area. This is no excuse, but we do apologize that it took us a while to rectify the issue.
In terms of finishing out our contract, we did come by this past weekend on 11/9/24 and rectified the discolored shingle issue. We were in communication with you throughout the entire process, we never ignored your calls. ** and **** have responded to your concerns. Yes it took us a while to rectify the issue, but they are now rectified. You also have a warranty on the roof provided to you if any issues may come up in the future. Please let us know if there is anything else.
Customer Answer
Date: 11/13/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am still disappointed at the fact that it took a complaint to the BBB to get this job completed, and that I still have the expense of fixing my ceiling, not 100% satisfied but at least the shingles were changed.
Regards,
****** *******
Initial Complaint
Date:03/18/2024
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.
Your Exterior Pros, herein referred to as "the company", was hired to replace a screen in an enclosure over a pool. The first crew assigned to the job were not performing properly as there were creases and excess screen above the spline. After several calls to get this corrected the company supervisor came to see for himself. He agreed the workmanship was poor and assigned another team to the project. The new team did not start from the beginning and only picked up where the others had left off. This was accepted on the premise that warranty would be extended in case the screen failed. It's unknown exactly when the screen failed but the spline has come out of the framework at the apex of the enclosure so not entirely obvious without looking. I have inquired and sent pictures to the company only to be told that there was a significant hail event in the area six months ago. It should be obvious to the company that this is NOT hail damage. Instead, it should be obvious to the company that this is the result of inferior workmanship.Business Response
Date: 04/02/2024
We will communicate with the customer to set up a time to replace the spline for the screen in these sections.
Business Response
Date: 04/02/2024
We will communicate with the customer to set up a time to replace the spline for the screen in these sections.
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